Complaints

This profile includes complaints for Pure Health Research's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pure Health Research

  10199 Dean Dr Manassas, VA 20110-4109

• 

  Pure Health Research

  5501 Merchants View Sq # 804 Haymarket, VA 20169-5439

• 

  Pure Health Research

  4601 Fairfax Dr Ste 1200 Arlington, VA 22203-1559

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:11/09/2024

  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.

  Transaction dates:04-30-24, 07-30-24, 10-30-24. Total amount of $364.50. Business committed me with NOTHING! The nature of the dispute is that on 4-30-24, 7-30-24 and 10-30-24, my credit card was charged without my permission $121.50, for 3 boxes of Lymph System Support pills at $40.50 each. I DID NOT ORDER THESE!!!!! The business HAS MADE NO ATTEMPT TO RESOLVE THIS PROBLEM BECAUSE PRODUCT AND CUSTOMER SUPPORT HAVE NEVER ANSWERED THE PHONE when I call. Issue does not involve advertising.

  Business Response

  Date: 11/20/2024

  Hi. Thank you for bringing this matter to our attention. We sincerely apologize for the incovenience. Upon reviewing the account, we found that the orders in question were placed on January 30, 2024, under our Subscribe and Save program. Please rest assured that the subscription has now been canceled as per customers request, and will no longer receive any future shipments or charges. We will send you an email shortly with detailed instructions on how to return the products for a refund.
  
   If you have any further concerns or require additional assistance, please dont hesitate to contact us. We value your feedback and appreciate your patience as we work to resolve this issue.

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 just ordered this product for the "multiple item discount price" after watching a lengthy video ad and after tapping the "no thank you" box on dozens of other products it suggested I purchase. The problem is: When I got the "email confirmation" it stated that THIS IS A REPEAT ORDER, meaning..they will send me 3 more bottles probably at full price at some time in the future again and again WITHOUT informing me in advance (or it was obscure) that I was signing up for repeat orders AND without providing any instructions on how to cancel the "ongoing subscription" after I get the first 3 bottles. This is not transparent marketing. They spring the information on you in their email later that you have signed up for this product to be continually sent to you. Order *************** Order Date:07 OCT 2024 20:53:33

  Business Response

  Date: 10/17/2024

  Hi there. Thank you for reaching out and bringing this to our attention. After reviewing the account, we found that the order was placed under a subscription plan. We apologize for any confusion or inconvenience caused during the checkout process.
  
  We have now processed the cancellation of the subscription, and the customer will no longer receive future shipments. Additionally, the customer will receive an email confirmation regarding this cancellation shortly.
  
  If you have any further questions or need additional assistance, please don't hesitate to contact us. We appreciate your understanding.

  Customer Answer

  Date: 10/17/2024

  The company terminated the "repeating order" after receiving the BBB message concerning my complaint. So I am happy about that since I was unaware it was a "repeating order" when I purchased it.

  I will say that they also sent me a couple of emails to give their product a good review for a huge coupon reward even before receiving their product. I replied for them to stop asking for reviews of a product I have not even received and requires at least a month of use to know & report any good reviews. I received a message back that they understood my request and did not send further emails. 

  Customer Answer

  Date: 10/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me although it is unfortunate that this business utilizes this deceptive practice in it's ordering process. It is never made clear that a "subscription" is being ordered. I have  suspicions that they count on MANY multiple "subscription orders" being sent out & people's accounts charged before customers realize & try to figure out how to cancel the "subscription" they never realized they signed up for in the first place. Please change your ordering process to clear up this malfeasance.
  
  Best Regards,
  
  ******** *******
  
  

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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 ordered bottles o Pure Health product on my Discover Card ending number 0492. Was in hospital and have cancer and was not able to take product. When it was delivered I called ******************* and explained situation. I then disputed charges on my Discover card s Pure Health told me to write on the unopened package REFUSED RETURN TO SENDER which I did and had it brought to post office. I later called *********** and they confirmed it was received back to them. I called Discover Card several times and I am still being charged the$135.00 for the item that was returned months ago. Pure Health Research co has not sent refund to my Discover card ********** of 8/27/2024.

  Business Response

  Date: 09/19/2024

  Hi. Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. 
  
  Upon reviewing the order, we can confirm that the package was returned to us. However, since a dispute has been filed with Discover, we must wait for the case to be resolved before we can proceed with issuing any refunds. We recommend contacting Discover directly to follow up on the status of the dispute. Once the case is resolved, we will be happy to proceed with the appropriate refund.
  
  We understand the frustration this may cause and truly appreciate your patience. If you have any further questions or need additional assistance, please dont hesitate to reach out. We're here to help.

• Initial Complaint

  Date:08/16/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  2 dates of transactions; 5/15/24 and 8/15/24, each date for ****** I got an email from this Pure Health Research Company that they were processing an order of ****** for **** then went to my ****** account yesterday (8/15/24) and saw that I was charged another ****** from this company Pure health Research for Omega 3s (3 containers). Then I found another charge on ****** on May 15, 2024 for another ****** from them which I NEVER received. I have contacted ****** for filing a dispute yesterday (8/15/24) for refunds. Pure Health responded today with:Hi *****, Thank you for reaching out to **. Upon checking your order was placed Aug 15, 2024. Please be informed that item is currently being p***ared/packed in our warehouse and once ready, you will receive a tracking information via email. We understand that this is important to you. We highly value your understanding and patience at this time. Sincerely, PureHealth Research Email: xxxx Contact #: **************. Apparently, they were on automatic accruing shipments on my ******. ****** *** took them off right away. So this response from them is pretty much saying that I am out of luck for they will still ship this new shipment to me and they ignore my request for refunds. I answered back to them how furious I was and that the 5/15/24 shipment was NEVER received.As I have read here on Trust Pilot many people had similar problems with them.This was an ad off of Instagram which I watched but after starting an order realized that it just didnt feel right so I cancelled and didnt think any further into this until I saw charges on my ******. So I am thinking is actually put in info BEFORE CANCELLING and they just used that info to send and charge me for these 3 containers. Total scammers!! I need your help with this to get my money back please.

  Business Response

  Date: 08/28/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused by the recent orders and charges.
  
  After reviewing the account, we found that an order was placed on May 15, 2024, under a subscription plan, which was renewed on August 15, 2024. The subscription has now been canceled, and we will ensure that no further products are sent.
  
  Regarding the refund, we will send you an email with our return/refund procedure. However, since a dispute has already been filed with ******* we must wait until the case is resolved before proceeding with any refunds.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 09/19/2024

  Hello, 

  ****** did refunded me ****** for the August 15th payment to Pure Health Research.  I have been waiting from ****** on the other case with Pure ***** for the charge of ****** on May 15th with no response from ****** except that that case was closed so I called them back and they told me to ignore that email message and that they are still working on that and will email me.  No email!!  

  So as of right now, I still am getting no help with the May 15th charge of ****** from Pure Health.  As I said, Pure Health sent these omega 3s but I never received them.  That had tracking to my mailbox, but I never got these 3 containers and I NEVER even ordered them!!  It is a mystery of how the heck did this company get into my ******.  Their ad was on Instagram which I looked at and thought about buying but quickly got off their ad seeing how much it was going to cost. I contacted them but got the run around.  They wanted me to cancel the case with ****** and then maybe get refunded after following all their protocol.  If I had cancelled the case with ****** then I could not start another case if Pure Health didnt refund me in the weeks following so I didnt cancel that case with ******.  

  It is now weeks later and this case with ****** is still not resolved.  They told me to just wait which is ridiculously long.  Now I get your email telling me my case is closed.  It is all so frustrating to say the least.

  *******************************

  Business Response

  Date: 10/29/2024

  Hi. Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience. 
  
  Upon reviewing the order, it was under our Subscribe and Save option but it was already cancelled on  08/15/2024.Upon further checking, there was also a ****** dispute that was filed and the status of it was " Lost " hence we are no longer able to process the refund on our end. We recommend contacting ****** directly to resolve the dispute. 
  
  We understand the frustration this may cause and truly appreciate your patience. If you have any further questions or need additional assistance, please dont hesitate to reach out. We're here to help.

  Customer Answer

  Date: 02/05/2025

  Someone from this company contacted me months later and helped me with this problem.  This very kind young woman said she would look into this and promised a refund would come to me ASAP which it did.  I was so surprised that after so many months someone really helped me.  Shocked was my reaction.  I forgot I had post the bad about this company on BBB and what I said here should be posted on BBB as my last correspondence with this company as a positive ending .  

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 made a one time purchase of a liver health supplement from this business. When I placed my order, I specifically rejected the option to be placed on a recurring shipment program, which also would involve recurring ******** to my credit card.Shortly after placing the order, I received the product in the mail. This was approximately five weeks ago.After placing this single order, I was bombarded with daily emails from this company, attempting to sell me all manner of other supplements, which I had not elected to receive.This morning I received an email from this company informing me that another bottle of the liver health supplement had been shipped to me. I checked my credit card account and saw that I had been billed for another bottle, despite the fact I had not authorized it.I went back to the PureHealth website for the purpose of canceling this unwanted subscription, and found that the only option given to cancel, is to telephone the business. I called the telephone number provided, navigated the number pushing system, and immediately after selecting the option to cancel, was hung up on.A subsequent email directly to the business requesting complete cancellation was responded to with a message stating my request will be evaluated, and I will be eventually gotten back to.I found this type of business practice to be unlawful, unethical, and *************.

  Business Response

  Date: 08/22/2024

  Hi ******. Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration. We take concerns seriously and want to address promptly.
  
  After thoroughly reviewing the account, we found that the order was indeed placed under a subscription. However, we have already canceled the subscription as per customers request on August 15, 2024 and make sure that no further shipments are sent. Additionally, we've processed a refund for the renewed order on the same date. 
  
  We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or need additional assistance, please dont hesitate to contact us.

  Customer Answer

  Date: 08/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I disagree with the companys assertion that I signed up for a recurrent subscription, however, lacking written or photographic evidence of this, I am compelled to accept this resolution as satisfactory. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair 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 ordered Lymph System support on 8/2/24 order #PHR1-2901706 ship date 8/6/24 I do not want any more of this sent to me. I was unaware that they automatically ship more. It was not clear that this is a subscription and I would like to cancel it. I feel I was tricked by non disclosure. The amount I was billed is $240.98. I would like to return unopened 5 bottles for a refund.

  Business Response

  Date: 08/22/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused.
  
  Upon reviewing our records, we confirmed that customer placed an order under our Subscribe and Save program, which allows customers to receive recurring shipments. We have successfully cancelled the Subscribe and Save and the customer will no longer receive any further shipments.
  
  Additionally, we have sent an email regarding the return process for a refund of the remaining bottles.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our support team. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:06/21/2024

  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.

  Order#PHR1-2656632 Lymph System Support (3)I returned the above supplements on 6/3/24. My doctor advised me not to take as it can pose risks on one of my prescribed medications.

  Business Response

  Date: 07/10/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused. Upon reviewing our records, we have successfully processed your refund on June 24, 2024.

  If you have any further questions or require additional assistance, please do not hesitate to contact our support team. We are committed to providing support and assistance to ensure a satisfactory resolution for you. Thank you for bringing this matter to our attention, and we appreciate your understanding.
  
  

  
  

• Initial Complaint

  Date:04/02/2024

  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.

  Received an alert from my credit card of a purchase I did not make! Went in my email and seen an email saying I made a purchase, which I did not! Replied to alert N hope this has stopped the charge! See that this has happened to many! I'd like to have them remove me from their list along with the credit information they have. Have 2 of three bottles purchased, considering seeking a return for refund, as seen no results/benefits from product!

  Business Response

  Date: 04/03/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused.
  
  Upon reviewing our records, we confirmed that customer placed an order under our Subscribe and Save program, which allows customers to receive recurring shipments. We are pleased to inform that the cancellation request for the subscription and refund was processed yesterday, as per customer's request through email. Customer will no longer receive any further shipments.
  
  Additionally, we have sent an email regarding the return process for a refund of the remaining bottles.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our support team. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair 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.

  Im contacting BBB on behalf of my elderly father , *************************** who says he did not order vitamins. Pure health sent cases upon cases of vitamins which my father cannot use due to health condition . He thought it was a gift from a friend . I believe PureHealth took advantage of my fathers fragile state .

  Business Response

  Date: 04/01/2024

  Thank you for reaching out to us .We understand your concerns and appreciate the opportunity to address this matter.
  Upon reviewing our records, we found that customer placed an order on December 21, 2021, under our Subscribe and Save program. This program allows customers to receive recurring shipments of their chosen products at regular intervals. However, we would like to clarify that the cancellation request for the subscription and refund was indeed processed for the second order on 6/21/2022, as per the customer's request. Therefore, the refund for the second order has already been issued. Please be informed that our refund policy does not extend beyond 365 days from the date of purchase. Therefore, we are unable to process a refund for the order placed on December 21, 2021, as it falls outside of this timeframe.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact our support team. We are committed to providing support and assistance to ensure a satisfactory resolution for the customer. Thank you for bringing this matter to our attention, and we appreciate your understanding.

• Initial Complaint

  Date:02/12/2024

  Type:Delivery 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 purchased a product from PureHealth Research from ********, ********. I received an email late in the afternoon of Monday, February 12, 2024. The email stated my product order, 3 bottles, were delivered this morning at 10:42 am of February 12, 2024. I did not receive any product. I called and spoke to a customer service representative, ****, who refused to give me her last name. She did not offer any assistance but said that DHL did not ship their product to me, even when I offered her the tracking number. She said it was delivered by *********** to my mailbox when I do not have one at my home. I would like a total refund of the 3 bottles I ordered since this company is not trust worthy.

  Customer Answer

  Date: 03/04/2024

  Monday, March 4, 2024, I received a phone call from PSE&G MA , customer relations department, office.  The representative, ****** stated she had my document dated October 10, 2023, from one of the 9 supervisors that I had spoken to in the last 5 months.  These supervisors are located with PSE&G customer service department within *************, **.  I read the statement that PSE&G wrote today and again they lie. thus my response.   On was on automatic payment as the method of payment.  September 27, 2023, PSE&G took ****** dollars from my TD checking account.  Two weeks later, October 10, 2023, PSE&G reversed the charge.  They electronically gave me the $****** back into my TD checking account.  I contacted the 800 number of TD and I DISPUTED the PSE&G REVERSAL.  I received ******* letter dated October 10, 2023 stating the ****** has been returned to PSE&G.  I told ****** I wanted the 0 balance and I will pay by check only.  Since I have paid 20 dollars for money orders when PSE&G even destroyed a money order because they thought it was a check, PSE&G letter dated December 15, 2023. ****** admitted she has the letter.  Nine (9) supervisors coupled with 9 customer service representatives later, I need to electronically send this copy to ** ****************** & ** ***************  for Elder Abuse.  This is outrageous.

  Business Response

  Date: 03/04/2024

  Thank you for reaching out to us regarding this recent product delivery inquiry. We sincerely apologize for any confusion or inconvenience. 
  
  Upon thorough investigation into the matter, we have confirmed that the product in question was indeed delivered to the address provided on February 12, 2024. According to our records, the customer reached out again on February 14, 2024, and confirmed receipt of the package.
  
  In light of this information, we regret any misunderstanding that *** have occurred and any inconvenience it *** have caused. If you have any further questions or require additional assistance, please don't hesitate to contact us. We appreciate your understanding and thank you for bringing this matter to our attention.