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:03/12/2024

  Type:Billing 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 this product from a on TV ad..got two sample containers and then a larger one.They now continue to charge my account after I tried to cancel my subscription..twice..

  Business Response

  Date: 03/19/2024

  Mr. ***************************************************************************** ** 28128-8496
  
  
  Date: 03/18/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on December 10, 2023,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected and in the shopping cart -in bold print- prior to any personal information being entered.  In addition, before customers may finalize a membership purchase, they must check a box that states:"By checking this box, you are electronically signing your order,agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day entry kit was sent December 11, 2023, for a total cost of $26.70 (including $1.75 ** Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on January 10, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $89.69(including $8.97 s&h and $5.87 ** Sales Tax)to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.90 was charged at the time of shipping; the 2nd and 3rd installments of $29.90 and $29.89 were charged on February 10, 2024, and March 12, 2024, as scheduled.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in December, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Your smileactives account has now been cancelled.  Rest assured nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/12/2024

  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 bought a product from these guys last month. Suddenly today more product shows up in mail and my credit card charged. I am an 80 year old combat vet and want my money refunded. I'm tired of being scammed!

  Business Response

  Date: 03/20/2024

  *************************
  8004 *******************
  ********, ** 19038-7606
  
  
  Date: 03/19/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 4, 2024,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is provided on the order page of our website before an offer is selected and in the shopping cart -in bold print- prior to any personal information being entered.  In addition, before customers may finalize a membership purchase, they must check a box that states:"By checking this box, you are electronically signing your order,agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day entry kit was sent February 6, 2024, for a total cost of $26.45 (including $1.50 ** Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on March 7, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.85 (including $8.97 s&h and $5.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.62 was charged at the time of shipping leaving a balance of $59.23.
  
  On March 12, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance and return instructions since orders that have already been shipped at the time of cancelation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 18th your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund totaling $20.11 was issued and the balance of $59.23 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.51 (s&h plus applicable state tax on that charge) was not refunded. 
  
  Your smileactives account has now been cancelled.  Rest assured nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/11/2024

  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 called smile actives in February 2024 to cancel future deliveries of $56.54 and was told my recurring shipments will end. However, March 6, 2024 I received another charge for the subscription $56.54. I notified smile actives on March 11 ************************************************************************************************************************************************************************************* $113.08. I again requested that all orders be cancelled immediately and to not be charged for product not received. I requested and received a cancellation number ******* and was told I could return the product at my expense.$169.62

  Business Response

  Date: 04/23/2024

  Mr. ********************************** ***************
  *****************-8168
  
  
  Date: 04/19/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 13,2024, as we only received this complaint on April 17, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on November 4, 2023,with the purchase of a 30-day introductory BOGO special offer.
  
  Your initial order, a 30- day 5-piece introductory kit, was sent November 4, 2023, for a total cost of $52.45 (including $2.50 WI Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on December 6, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $169.61 (including $11.97 s&h and $8.06 WI Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $56.65 was billed at the time of shipping; the 2nd and 3rd installments of $56.64 and $56.62 each were charged on January 6, 2024, and February 6, 2024, respectively.
  
  On February 9, 2024, we received your phone inquiry about the recent charges and request to cancel further charges.  You were advised that the February 6th charge was the final charge for your last shipment.  We regret to learn upon reviewing your call that you were not informed that your account remained active with another shipment scheduled for March before the call was ended.  We would like to apologize for any inconvenience which resulted. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  On March 7, 2023, your 3rd shipment (another 90-day replenishment supply) was sent as scheduled for a total of $169.61 (including $11.97 s&h and $8.06 WI Sales Tax) to be billed in 3 installments over 31-day billing cycles.  Your 1st installment of $56.65 was billed at the time of shipping leaving a balance of $113.26.
  
  On March 11, 2024, per your LiveChat request, your account was cancelled.  Information was provided regarding the 3rd shipment (which was still in transit), the remaining balance and return instructions.  Please be advised while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Since no return was received, on April 7, 2024, the 2nd installment of $56.64 was charged as scheduled for your 3rd shipment leaving a balance of $56.62.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and a token of our apology for the miscommunication in February, the remaining balance has been cleared and refunds totaling $100.72 have been issued for your 3rd shipment.  Per the terms of our 60-Day Money-Back Guarantee, the $12.57 (s&h plus applicable state tax on that charge) was not refunded. 
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/21/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/04/2024

  Type:Billing 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.

  See attached

  Business Response

  Date: 04/19/2024

  *************************
  PO Box 852
  *********************-0852
  
  
  Date: 04/17/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 4, 2024,as we only received this complaint on April 15, 2024.
  
  Our records reflect that you enrolled by phone for automatic shipments of smileactives on May 4, 2023. 
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. At the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day Entry supply or a full-sized 90-Day supply. At the time of your initial purchase, the option to begin with a full-size 90 supply (with the cost split into three monthly payments) was accept. We regret if the offer was unclear in any way.
  
  On May 5, 2023, your initial order (a 90-day full-sized supply) was sent for a total of $80.76 (including $5.60 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $26.82 was charged at shipping; the 2nd and 3rd installments of $26.82 each were charged as scheduled on June 5,2023, and July 6, 2023, respectively.
  
  On September 8, 2023, your financial institution reversed all three payments of $26.82 for your initial shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $80.76 as due and payable to smileactives.  At this time the auto past due billing process was activated to send monthly notices advising of the balance. Your account was inactivated on September 8th due to the chargeback.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee which states: "Simply return the product(s), even if empty, within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling)."  Our records do not indicate that any returns have been received to the present date.
  
  Since we receive no response to the monthly billing notices the account was turned over to ****************** February 24, 2024, for collections.
  
  Please be advised that our records do not reflect any calls received, nor any other contact received in reference to your account since your enrollment in May, or prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  As a gesture of goodwill and in exception to our advertised satisfaction guarantee, the remaining balance of $80.46 has been cleared. Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/13/2024

  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.

  Dear Better Business Bureau: I am contacting you about the deceptive, aggressive practices of SmileActives, who continue to harass me with demands for payment for a product shipped to me automatically that I did not order. --On 10-30-23, after I saw an ad on tv, I purchased for $42.07 what was sold as two small "sample" bottles of the product SmileActives (paid for with an Amex Card), Shortly thereafter, I was sent an email, deceptively welcoming me as a "Member." --The product did not work at all as advertised; I felt relieved that I had only purchased the small samples.--On 11-30-23, I received a billing on my Amex card for $46.28. I attempted to log into my account I did not sign up for to see what the charge was for and received notification my information was not recognized, including my email which I had received multiple emails from the company. I sent an email stating I was charged for an order I had not placed with no response. I then called, and explained that being charged for something I had not ordered and was unable to log in to cancel and ongoing orders. The representative was unable to locate my account either. He was finally able to locate it using my mailing address. I requested to canceled any "membership" that I had not agreed to, refused any further automatic shipments, and asked for a refund of the second charge. ******* told me The shipment was already on the way and could not refund the money. He never offered for me to send the product back for a refund after I told him it doesnt work. ******* then told me He would cancel my membership, that I did not agree to in the first place, and that I owed an additional $100. I then told him I did not agree to that, nor would I authorize payment on the card that he told me they would automatically do. I then received a confirmation of cancellation of my account. I have since received an email telling me my account in good standing, which has been canceled, has a balance owed of $92.52.

  Business Response

  Date: 02/21/2024

  *******************************
  435 **************
  **************, ** 22405-5923
  
  
  Date: 02/19/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on October 30, 2023, with the purchase of a 4-piece 30-day **** introductory kit offer.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  As part of the initial purchase, customer who select an offer (such as the **** introductory Kit) that includes a subscription are informed that they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, before customers may finalize a membership purchase and submit the order, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.   
  
  We do offer the ability to purchase smileactives products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.  All **** special offers include a subscription.
  
  Your initial order, the 30-day introductory kit, was sent October 30, 2023, for a total cost of $42.07 (including $2.12 VA Sales Tax) and billed in full to the credit card provided.
   
  On November 30, 2023, per the terms of the agreement, your 2nd shipment, a full-size 90-day supply, was sent for a total of $138.80 (including $11.97 s&h and $6.98 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $46.28 was charged at this time leaving a balance of $92.52.
  
  On December 8, 2023, per your request, your account was cancelled. Information was provided regarding your 2nd shipment and the remaining balance.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee for credit.
  
  On December 31, 2024, we attempted to process your 2nd installment of $46.27 for your 2nd shipment, but your charge card was declined by your financial institution.  This activated the automatic billing process to send monthly notices advising of the remaining balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $92.52 has been cleared.  Also, per your request, your contact information has been removed from our smileactives marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  Type:Sales and Advertising 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.

  Made a special TV promotion purchase for product and was subsequently placed on a subscription plan, without my consent. After receiving a second order and a charge to my credit card, I immediately called to cancel. The call center operator was argumentative during this cancellation call - not wanting to process my cancellation order. I just received notice from Smileactives requesting an overdue payment of $47. Upon chatting with their customer service, they are trying to say that I had made a subscription purchase for their product at a ridiculously high, non-special, purchase price. According to Smileactives, I was placed on a three payment plan. Again, without my consent or understanding. I do not believe I should be responsible for their erroneous and deceptive charge.

  Business Response

  Date: 02/22/2024

  ***************************
  PO Box 1791
  *************, ** **********
  
  
  Date: 02/19/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on July 12, 2023 with the purchase of a 4-piece 30-day **** introductory kit offer.
   
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. We do offer the ability to purchase smileactives products without a replenishment account, however, customers who choose to place one-time orders are only offered our retail prices. If a customer selects an offer (such as the **** introductory Kit) that includes a subscription they are informed that they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.   
   
  Your initial order, the 30-day introductory kit, was sent May 15, 2023, for a total cost of $42.35 (including $2.40 ID Sales Tax) and billed in full to the credit card provided.
   
  On August 2, 2023, per the terms of the agreement, your 2nd shipment, a full-size 90-day supply, was sent for a total of $139.01 (including $11.97 s&h and $7.19 ID Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $46.35 was charged at this time.  The 2nd and 3rd installments of $46.34 and $46.32 were charged as scheduled on September 2nd and October 3rd, respectively.
  
  On November 2, 2023, per the terms of the agreement, your 3rd shipment, a full-size 90-day supply, was sent for a total of $139.01 (including $11.97 s&h and $7.19 ID Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $46.35 was charged at this time.  The 2nd installment of $46.34 was charged as scheduled on December 3rd leaving a balance of $46.32.
  
  On December 5, 2023, per your request your account was cancelled. Information was provided regarding your 3rd shipment.  We regret to learn that the call ended before you could be informed of the remaining balance and final payment scheduled for January.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped/received prior to cancellation.  They will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee for credit.
  
  On January 6, 2024, we attempted to process your 3rd and final installment of $46.32 for your 3rd shipment, but your charge card was declined by your financial institution.  This activated the automatic billing process to send monthly notices advising of this balance.
  
  On February 6, 2024, your financial institution reversed the 2nd payment of $46.34 (charged December 3rd) for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $46.57 as due and activated the auto past due billing process to send monthly notices advising of the new balance, now $92.66 with the addition of this payment reversal.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $92.66 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/28/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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 made a purchase from Smileactives and did not realize it was a subscription service. Upon discovering that I attempted to cancel. They make it extremely difficult and continued to charge my card post-cancellation. Eventually on 10/16/23 I engaged in an online chat with one of their representatives who ultimately (again making it difficult) agreed to "as a courtesy" waive all the balance owed and stated I would not be charged again. I was then charged again on 10/20/23 by a charge to my credit card. I charged that transaction back via my credit card issuer and I now receive Past Due Invoices from them for the amount billed after i was told I would not be billed again. I again attempted to resolve this with the company without success. I am attaching online chat transcripts from 10/16/23 and 1/25/24 for your reference, and I highlighted the most relevant entries

  Business Response

  Date: 02/22/2024

  ***********************
  *************************************************************-2802
  
  
  Date: 02/19/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear Mr. ******************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on May 12, 2023 with the purchase of a 4-piece 30-day **** introductory kit.
   
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. If a customer selects an offer (such as the **** introductory Kit) that includes a subscription they are informed that they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.   
   
  Your initial order, the 30-day introductory kit, was sent May 15, 2023, for a total cost of $42.60 (including $2.65 ** Sales Tax) and billed in full to the credit card provided.
   
  On June 13, 2023, per the terms of the agreement, your 2nd shipment, a full-size 90-day supply, was sent for a total of $140.55 (including $11.97 s&h and $8.73 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $47.39 was charged at this time.  The 2nd and 3rd installments of $46.59 and $46.57 were charged as scheduled on July 14th and August 14th, respectively.
  
  On September 19, 2023, per the terms of the agreement, your 3rd shipment, a full-size 90-day supply, was sent for a total of $140.55 (including $11.97 s&h and $8.73 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $47.39 was charged at this time.
   
  On October 16, 2023, per your LiveChat request your account was cancelled. Information was provided regarding the full cost, remaining balance and payments scheduled for your 3rd shipment as well as return instructions.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped/received prior to cancellation.  As a courtesy and in exception to our advertised return policy, an offer was made to clear the balance due for this shipment prior to any return.   We regret to note on reviewing your experience that, due to an error, the balance was not cleared at this time.  Therefore, the remaining two installments were charged as scheduled on October 20th and November 20, 2023.  
  
  On December 13, 2023, your financial institution reversed the 3rd installment of $46.57 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $46.57 as due and activated the auto past due billing process to send monthly notices advising of the balance.
  
  We would like to apologize for any inconvenience which resulted when the remaining balance was not waived.  As a token of our apology the remaining balance of $46.57 has now been cleared and a refund of $46.59 for the October 20th payment has been issued.  Please allow 3 5 business days for the funds to post.
   
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• 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 ordered a one time order of their smileactive product 3 months ago and paid via Paypal. Received product with no problem. Then a few weeks later got a notice from Paypal asking me to authorize another payment to the company, I declined as I hadn't ordered anything additional. Shortly after that I received more product (much larger than original that I ordered) that I didn't order. After that I began receiving multiple letters demanding payment and stating account overdue, etc. Then letters telling me the account would be turned over to a collections agency. I ignored all the letters as I had ordered nothing additional. Now getting letters from a ************************************** **************************. ******************. *****) and I'm concerned they may try to affect my credit rating. Amazing these three companies,Smileactives *********************** ****************** Can conduct business this way. A search on the internet shows I am not alone in how these companies do business.

  Business Response

  Date: 02/22/2024

  *************************
  11496 ***********
  ************, ** 55347-4743
  
  
  Date: 02/19/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on May 21,2023.
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. If a customer selects an offer (such as the **** introductory Kit)  that includes a subscription they are informed they will receive automatic full-size shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.   
  
  Your initial order, a 30-day introductory **** special offer, was sent May 22, 2023 for a total cost of $26.83 (including $1.88 ** Sales Tax) and billed in full to the PayPal account provided.
  
  On June 21, 2023 , per the terms of the agreement, your 2nd shipment, a full-size 90-day supply, began processing for delivery for a total of $90.13 (including $8.97 s&h and $6.31 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved authorization from PayPal at this time for the 1st installment of $30.49.  The shipment was sent but when we attempted, on June 22nd, to finalize the previously authorized payment of $30.49 as a charge the request was declined by PayPal.  This left the full remaining balance of $90.13 due and activated the past-due billing process to send monthly notices advising of this balance.  
  
  Your next shipment scheduled for September was placed on hold.  On February 17th, due to the hold period expiring, this future order and there by your subscription was cancelled.  While cancellation of an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that have been shipped prior to cancellation will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in May 2023, prior to receipt of your Better Business Bureau complaint.  Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  After six months of attempts to contact you regarding this outstanding balance the account was turned over to ******************.  As a gesture of goodwill and in an effort to resolve this matter, the account balance of $90.13 has been cleared. Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  Per your request, your contact information has been removed from our smileactives marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/05/2024

  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.

  Smile Active enrolled me in their automatic subscription membership without my knowledge or consent charging me and sending me monthly shipments I never requested or authorized. I have called their customer service and requested that I be removed from their monthly member subscription and also taken of their Auto Pay and stop charging my PayPal account

  Business Response

  Date: 02/13/2024

  Mr. *************************
  *****************************************************************-3752
  
  
  Date: 02/09/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on December 14, 2023, with the purchase of an introductory special Buy-One-Get-One offer.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  As part of their initial purchase, customers enrolling in our member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their subscription. This information is clearly stated on the order page of our website before an offer is selected and in the shopping cart -in bold print- prior to any personal information being entered.  Additionally, before customers may finalize their purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit, was sent December 14, 2023, for a total cost of $43.15 (including $3.20 ** Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on January 14, 2024, the 2nd shipment (a full-sized 90-day supply) began processing for delivery for a total of $142.36 (including $11.97 s&h and $10.54 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved payment authorization for the 1st installment of $47.46 from PayPal at this time.
  
  On January 15th, per your request, your account was cancelled.  Information regarding the shipment already being processed, and the 60-day Money Back Guarantee available, was provided at this time, as orders that have already processed at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Your 2nd shipment was sent but when we attempted to finalize the previously authorized payment as a charge the request for payment was declined by PayPal leaving the full cost of  $142.36 as due and payable. At this time the automated billing process was activated to send monthly notices advising of this balance.  
  
  Per our records on February 2, 2024, we received your inquiry about returning the 2nd shipment.  Instructions were provided.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $142.36 has been cleared prior to the receipt of your return.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21149609
  
  I am rejecting this response because: When I first called to ask for a return label and address the sells associate refused to provide a return label and or address. I still have their unopened shipment. But I don't know where to return it to them. Second, their customer service office appears to be in a foreign country, maybe ***************' and I could not understand them, 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/11/2024

  Mr. *************************
  *****************************************************************-3752
  
  
  Date: 03/08/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear **************,
  
  Thank you for the opportunity to respond.
  
  Our records reflect that when you contacted us on February 2, 2024, you were advised that you could return the shipment since still within the 60-days guarantee period.  You are correct that when you ask about a return label you were informed that no label was available, also that the customer service agent you were speaking with did not have the ability to email you the return address as you requested but offered to provide it for you at that time so you could note it.  We regret to learn that the call was ended before that information was provided or you could be referred to the website where the return address and instructions can be found.  
  
  As stated in our previous response.  The balance of $142.36 was cleared prior to any returns being received.  As an additional gesture of goodwill, and in an effort to fully resolve this matter, feel free to keep the shipment.
  
  Rest assured your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/26/2024

  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.

  Simileactives has been sending me ******* emails regarding payment of $23.36 for a subscription account that I did not have. When I first got the payment request, I called customer service. The agent acknowledged that I did not owe any money and said it would be taken care of. It was not. I have responded to subsequent requests by email to customer service -- none of which bounced back, but nor were they answered. I tired calling several times but after waiting 30 minutes or more to get through, hung up. This company is the worst.

  Business Response

  Date: 02/08/2024

  *****************************
  Unit 505
  ***************************************
  ************************************-3609
  
  
  Date: 02/06/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives July 26, 2023.
  
  As part of the initial purchase, customers enrolling in the smileactives member replenishment program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day introductory kit including a Vibrite Sonic Toothbrush, was sent July 26, 2023, for a total cost of $37.05 (including $2.10 MD Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  On August 9, 2023, we received your Live Chat request to cancel but instead you accepted an offer to customize your next shipment and postpone it until November.  When you inquired about placing a one-time order for your wife your were advised to call our customer service team.   
   
  On August 10th, we received your call to place a new order for the **** 30-day introductory kit with Vibrite Sonic Toothbrush kit offer.  Instead of a separate order your existing replenishment order was changed to duplicate your initial order of a 1.0oz Power Whitening Gel, but upon review we regret to learn that it did not include the Vibrite Toothbrush as you requested.  We regret any inconvenience this miscommunication might have caused.
  
  This 2nd shipment was sent August 10th for a total of $23.26 (including $5.97 s&h and $1.98 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $11.63 was charged at the time of shipping, leaving a balance of $23.26.
  
  Our records indicate that you placed a new order online August 22, 2023, for a one-time purchase of the Vibrite Sonic toothbrush kit for a total of $44.99 (including $4.99 s&h and $2.70 MD sales tax) which shipped that day.
  
  On September 10, 2023, the 2nd installment of $11.63 for your 2nd shipment was charged as scheduled leaving a balance of $11.63.
  
  On September 12, 2023, PayPal reversed the 2nd installment of $11.63 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $23.26 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.   
  
  Your subscription was cancelled due to the chargeback.  While cancelling stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  
  
  Regarding the emails you mentioned in this complaint, please be advised if customers respond to any unmonitored promotional or confirmation email addresses (such as ******* emails) an automatic response is sent to advise of this which also provides our contact information.  Depending on the security settings on your email these automatic responses may have been sent to your junk/spam folder.
  
  On November 16, 2023, we received your phone inquiry regarding the billing notices. The remaining balance was explained.  When ask about returning the order you were informed that unfortunately the shipment was beyond the 60-day Money Back Guarantee.
  
  As gesture of goodwill the remaining balance has been cleared.   Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director