Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for my preferred customer membership and order as appropriate through this company and have for many years. Recently, my ******** account was compromised and someone was posting items for sale and other irrelevant and erroneous information. One of the posts was for an advocate product and I received a threatening email from AdvoCare legal team. Before I could respond and before the time noted on the email, they suspended my account. I am seeking a refund as they do not treat long time, loyal customers well and I will not be threatened or harmed by their lack of confirmation and inappropriate actions.

  

  Business Response

  Date: 02/13/2024

  Thank you for the opportunity to respond to the complaint filed by *************************.   With respect,there are a number of inconsistencies in her complaint which require addressing prior to discussing the action taken by AdvoCare to address the harm she alleges to have suffered.
  
  Sequence of Events
  **************** has been a preferred customer since 2020 (she also had another account in 2019).   Preferred Customers are precluded from reselling our products as a part of their agreement with AdvoCare to receive a product discount.   On January 24th **************** was sent an email (the same used to file this complaint) requesting she remove listings of AdvoCare products from ******** Marketplace and advised her account was on hold until she complied.  She was given three days to do so.  No response was received.   On the third day (Friday January 26th) a second email was sent to the same email address,this time warning her account was subject to cancelation absent compliance:
  
  Hi ******, We are reaching out to give you one final opportunity to respond to our email regarding the unauthorized listing of AdvoCare products on FB Marketplace. Failure to respond will result in the immediate cancellation of your Preferred Customer account, and we hope to avoid this.
  
  Sincerely, AdvoCare Legal Department
  
  **************** apparently considers this communication threatening.
  
  The corporate offices of AdvoCare are closed on the weekends.   At 10:46am on Saturday, January 27th **************** responded:
  
  Never got your first email, FB account was compromised, listing and other erroneous posts removed. Dont contact me again with threats.
  
  ************** then filed this complaint without giving AdvoCare the opportunity to remove the hold from her account or otherwise respond.
  
  On the first business day possible, January 29th, unaware of the BBB complaint,AdvoCare responded:
  
  Hi ******, We are sorry to hear that your ******** account was hacked, thank you for letting us know that the listing has been removed. Our goal is to help you protect your account to keep your good standing. We consider this matter closed.
  
  Sincerely, AdvoCare Legal Department
  
  AdvoCare subsequently received **************** complaint from the BBB on January 31, 2024.
  
  Resolution of Customer Complaint
  ********************** does not believe it has acted improperly in any way in connection with this consumer, but instead was trying to enforce a legitimate contractual provision between the parties, doing so in both a respectful and timely fashion.   In the interest of providing exemplary customer service as it has done now for 31 years, however, AdvoCare has chosen to voluntarily refund **************** the $20 she requested in her complaint to make her whole and end the business relationship between the parties.    A manual check has been requested from our accounting department and will be sent to her via US mail before weeks end.
  
  Accordingly, and for all reasons set forth above,AdvoCare requests the matter be considered closed in favor of AdvoCare.
  
  
  

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:   I didnt want to have my AdvoCare account closed or my membership to be refunded. I asked for a business I had a relationship with for many years now to be patient without threats while I fixed a problem with a social media account being hacked and let them know I did not receive their first email. The tone of every email from this company is threatening and rude (see attached). And now I have lost my membership and the discount status I have built up in my AdvoCare account that I use often throughout the year. Seems ***** for a company such as this to treat a loyal customer this way.  Ill be sure to relay this information to the rest of my family and friends so they may cancel their memberships also to ensure they arent treated like criminals for a mistake they or someone else makes on their behalf. 

  

  Business Response

  Date: 02/13/2024

  The communication emailed to the complaining party was a summary of the response filed with the BBB, advising her of our intended action to satisfy her complaint in full.   It points out the same factual inconsistencies addressed in our response. Her request was for $20, in essence, a refund of the cost of her preferred customer membership with **********************.   That request is being honored.   In doing so, however, AdvoCare believes it is well within its' right to cease to elect to do business the consumer, there no longer being a preferred customer relationship in effect.   AdvoCare chooses to do so. 

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because the business is being ***** and vindictive to a long time customer who had an issue beyond my control. By canceling my membership without my authorization I have now lost additional benefits I paid for. Advocares legal changed the original customer service response from their first emails in retribution for me for filing this BBB complaint.