Posted: 2011-03-11 by Stephanie Greanias McMahill
Continued and ongoing failure to acknowledge cancellation, respond to phone and email requests for assistance in cancellation and refund and continued charges, both initially authorized charges (WITH MULTIPLE ATTEMPTS TO CANCEL )and CHARGES THAT WERE NEVER AUTHORIZED.
P.O. Box 5962
When ordering I EMPHASIZED that I did not want any other offers, products of services beside the 90 day trial of their Hydroxatone product. I asked numerous questions about the return and refund policy and procedure, as I've been burned with phone ordering in the past. I should have known that despite all of their assurances, that I shouldn't have trusted them to deliver on their promises. Upon receiptof the product, I read in the material that I would be charged a total of $217 ... starting one week from receiving the product, which they conveniently negleted to tell me. I immediately called the phone number provided for cancellation. I got a recording saying that, due to high volume, they were unable to take my call. please leave a message. They would return the call within 24 hours. I not only left my contact information, but I stated that I wanted to cancel the order, return the product and needed to know the procedure for doing so. This was well before the first authorized debit was to have hit my bank account ... I stated that I did NOT want the charges made against my account, and that there should be ample time to avoid it. They never returned my call yet did not miss a beat charging my account 69.97, (which also dropped my account balance below the minimum requirement to avoid a $5 Service Charge). When checking my bank account, I also discovered that they had, despite my specific instructions not to, signed me up for TWO other services, Funsource and Value Plus (which I have NO IDEA what those are!) charging my account ANOTHER $24.95 and $1.95 FOR EACH SERVICE. I was able to call and reverse those charges. But the initial problem with Hydroxatone never got resolved. Several days later, I again called. Same recording. Again no response. And I followed up with an email through the "Contact Us" link on their website. Again NOTHING. Two or three weeks later I again called and emailed, this time documenting both the date and time...telling them that I was frustrated at getting no reply to ANY of my requests for assistance in cancelling my order and returning the product. I have since emailed and called TWO MORE TIMES, but, this time they had changed their message ... there was no promise to return the call ... only instructions to call back, which regardless of if the call was made during stated business hours ... I've always gotten a recording telling me to call back. My account has now been charged an ADDITIONAL $69.94 ... WITH NO RESOLUTION IN SIGHT. I have threatened the Better Business Bureau and the Attorney General Office ... which I fully intend to follow through with. Then TODAY I RECEIVED ANOTHER PACKAGE CONTAINING ANOTHER THREE MONTH SUPPLY!!! Unbelievable! The company owes me $149.91 to-date ... and if I'm unsuccessful in stopping it, will surely get charged ANOTHER $69.97 IN A FEW DAYS. Now what? I actually was looking the CEO's name and address when I came upon this site ... and thought I'd warn other consumers.