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:01/26/2024

  Type:Sales and Advertising 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.

  A few months ago, after seeing an ad on tv for a special deal on Smileactives teeth ******** for $29.95, I ordered online. When ordering, there's a choice to do a subscription or not, and I chose not to. The subscription price is $24.95 and that's not what I paid. Anyway, I received the order and it was okay, but then I was charged another $30 the following month. When I called to inquire and explained to the lady on the phone that I didn't want a subscription and that I did the one time order, she explained that I still had an unpaid balance of $60 that would be charged the following month - so $120 for this "$29" order?!. She said she would take me off the subscription but that I still had to pay. I paid the initial $60, despite that not being what they had advertised, then I received another bill. I emailed the company and called again, but I just got yet ANOTHER bill from them for $60.64. I don't want any more of their products, I don't want a subscription, and I'm afraid they'll send me to collections if I don't pay them, but I shouldn't have to pay them more than I already have. The only reason I tried this was because of the deal they advertised on tv. The resolution I would like is for them to drop the charges as I should not be charged in the first place.

  Business Response

  Date: 02/08/2024

  *****************************
  14 *******************
  ******, ** 94947-3725
  
  
  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 October 3, 2023, with the purchase of an introductory special Buy-One-Get-One offer of the Power Whitening Gel for $24.95 plus applicable sales tax.  
  
  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.
  
  We do offer the ability to purchase smileactives products without a subscription. However, customers who choose to place one-time orders are only offered our retail prices.  For example; the retail price of one small introductory 1.0oz of Power Whitening Gel is $29.95 plus shipping and applicable sales tax.
  
  Your initial order, a 30-day introductory kit, was sent October 3, 2023, for a total cost of $27.07 (including $2.12 CA sales tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on November 3, 2023, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $90.95 (including $8.97 s&h and $7.13 CA sales tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.31 was charged at this time, leaving a remaining balance of $60.64.  ******** tracking number ********************** this shipment was delivered November 8, 2023.
  
  On November 8th, per your request, your account was cancelled.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions.  Please be advised that while cancelling stops any 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 are returned for credit within the 60-Day Money-Back Guarantee.
  
  On December 4, 2023, the 2nd installment of $30.31 for your 2nd shipment was charged as scheduled leaving a balance of $30.33.
  
  On December 26, 2023, your financial institution reversed the 2nd payment of $30.31 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored a balance of $60.64 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On January 15 and 17, ****, we received your email inquiries regarding the billing notices.  The remaining balance was explained, and your cancellation confirmed.
  
  Although the 60-Day return period has now expired for your 2nd shipment and our records do not indicate that any returns have been received to present date, as a gesture of goodwill, the remaining balance of $60.64 due for your 2nd shipment has been cleared.
  
  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: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.

  They keep collecting funds from my account,

  Business Response

  Date: 02/08/2024

  Mr. *********************************************************************************************** ** 85390-3681
  
  
  Date: 02/05/24
  
  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 October 5, 2023, with the purchase of an introductory special Buy-One-Get-One offer of the Power Whitening Gel.
  
  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.
  
  Your initial order, a 30-day introductory kit, was sent October 5, 2023, for a total cost of $27.07 (including $2.12 ** Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on November 5, 2023, your 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $90.94 (including $8.97 s&h and $7.12 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization for the 1st installment of $30.31 from PayPal at this time.
  
  Also on November 5th, per your Live Chat request, your account was cancelled.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions.  Please be advised that while cancelling stops future shipments, orders that have already been processed at the time of cancelation cannot be stopped.  They will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Your 2nd shipment was sent; the authorized payment of $30.31 finalized as a charge on November 7, 2023.
  
  On December 8, 2023, the 2nd installment of $30.31 for your 2nd shipment was charged to the PayPal account on file as scheduled, leaving a remaining balance of $30.32.  Also on December 8th, we received your phone inquiry about the billing. The charge was explained.  We regret to learn that the call ended before information regarding the remaining installment could be provided.
  
  On January 8, ****, the 3rd and final installment of $30.32 for your 2nd shipment was charged as scheduled.
  
  On January 9th, per your phone inquiry, the total cost and three payments charged for the 2nd shipment were explained.  Your cancellation and zero balance were confirmed.
  
  Rest assured, your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/16/2024

   
  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:01/25/2024

  Type:Billing 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 contacted smileactives to cancel my next order, I did a live chat but was told that they didnt have my account. Now I have been charged with the new order. I only want to cancel my account with the company.

  Business Response

  Date: 02/08/2024

  *******************************
  332 ************
  **********, ** 94903-3536
  
  
  Date: 02/05/24
  
  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 December 3, 2023.
  
  As part of the initial purchase, customers enrolling in the smileactives member 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, was sent December 4, 2023, for a total cost of $27.26 (including $2.31 CA Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your initial purchase, on January 3, ****, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $91.58 (including $8.97 s&h and $7.86 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.53 was charged at the time of shipping, leaving a balance of $61.05.
  
  On January 5, ****, per your phone request, your account was cancelled.  Information regarding the remaining balance and return instructions were provided for your 2nd shipment as 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.
  
  Please be advised that our records do not reflect any chats received from the contact information provided with your order (and this complaint), nor any other contact received in reference to your account before your January 5th call.  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.
  
  On January 18, ****, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $20.73 was issued and the balance of $61.05 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.80 (s&h plus any applicable sales tax) was not refunded.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/13/2024

   
  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:01/25/2024

  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 cancelled my subscription in the morning of 12/29/2023. **************** said I could return the product but, would have to pay shipping costs. The product was shipped that evening per **** tracking number. They should not have shipped it knowing I cancelled. I want my full refund back.

  Business Response

  Date: 02/08/2024

  ***********************************
  2105 ****************
  ****************, ** 80920-3815
  
  
  Date: 02/05/24
  
  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 January 4, ****, as we only received this complaint on January 26, ****.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on November 27, 2023, with an initial order of a 30-day introductory BOGO special offer.  As part of their initial purchase, customers enrolling in the smileactives member 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 5- piece introductory kit, was sent November 28, 2023, for a total cost of $54.04 (including $4.09 CO Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  On December 28, 2023, your 2nd shipment (a 90-day replenishment supply) began processing for delivery for a total of $175.10 (including $11.97 s&h and $13.28 CO Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization from PayPal for the 1st installment of $53.38 at this time.
  
  On December 29, 2023, your 2nd shipment was sent, and the previously authorized 1st payment of $53.38 was finalized as a charge, leaving a remaining balance of $116.72.
  
  Also, on December 29th your membership was cancelled per your Live Chat request.  Information regarding the shipment already processed, and the 60-day Money Back Guarantee available, was provided at this time.  Please be advised orders that have already been processed or 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.
  
  As stated in our earlier response to your review in January, please be aware that the time stamps on **************** etc. sites do not always indicate the time an item leaves our warehouse.
  
  For example, the **** tracking information number assigned to your 2nd shipment - ************************** indicates the following:
  Arrived Shipping Partner Facility, **** Awaiting Item  
  **********, ** *****  
  December 29, 2023, 12:00 am (midnight)
  Shipping Partner: ********************
  
  Although the *** site time stamp begins at 12/29/2023 6:48 P.M. Shipment tendered to ******************** (when it began processing at their facility) the order was already in the hands of *** to be transported to your local **** facility for delivery.  Our records reflect that we received your cancellation requests via Live Chat around noon on December 29th.  
  
  The remaining balance of $116.72 was cleared January 23, ****, although we had not yet received your return.   To present date our records do not indicate that any returns have been received.  A refund will be issued (less s&h per satisfaction guarantee) once the return is received and processed within the 60-day Money Back return period.
  
  Your smileactives remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/25/2024

  Type:Billing 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.

  This company, smileactives, found my personal information and scammed me into creating an account and paying for a subscription of sorts. Let it be known that I have never heard of this company until I recently received an email confirming my account with them, which I have never created on my own. Smileactives also received my credit card information and charged me for 2 months worth of a teeth whitening subscription. I contacted my bank account and was able to receive a full refund, since the bank account did not hear from the company within the given time slot. I thought everything was resolved until I have recently received a notice from a debt collector claiming that I need to resolve my smileactives account. I have sent an extended email to the debt collector agency ******************** explaining my situation, and I mentioned that I will be filing a complaint with the BBB as well. I believe a cyber bot possibly signed me up for this service. Do not trust this company as I have looked up previous reviews and have discovered that this has been a daily occurrence for many users.

  Business Response

  Date: 02/08/2024

  ***********************************
  *************, ** 33323
  
  
  Date: 02/05/24
  
  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 regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.    
  
  Our records reflect?that?someone enrolled online for automatic shipments of?smileactives?on?March 21, 2023, using your billing information. At that time, an initial shipment, a 30-day supply, was sent to a ******, ** ship to address supplied at the time of the online purchase.  The total cost of $42.75 (including $2.80 ** Sales Tax)?was billed to the credit card provided.? Our records indicate that this complaint is the first notification we have received that this was not an authorized order.   
  
  Per the terms of the initial purchase, on April 21, 2023, a 2nd replenishment shipment (a 90-day full-sized supply) was sent as scheduled for a total of $141.05 (including $11.97 s&h and $9.23 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $47.59 was charged at the time of shipping; the 2nd installment of $46.74 was charged April 22nd leaving a balance of $46.72.
  
  On May 1, 2023, we received a Live Chat request from someone who provided your contact information so the account could be verified and accessed.  A request to cancel the account was made because the chatter was unaware that the first initial order included a subscription.  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 they agree to the terms of the purchase including our no-commitment auto-replenishment program.
  
  The account was cancelled on May 1st per the request.  Information was provided regarding the total cost of the 2nd shipment and remaining balance 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 prior to cancellation.  Orders that are processed to be shipped at the time of cancelation will be sent and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  To present date the account does not reflect that any returns have been received.
  
  
  On June 6, 2023, your financial institution reversed the full payment of $42.75 for the initial order and the 1st payment of $47.59 for the 2nd shipment.  While these chargebacks created a credit in your favor with your financial institution, it restored the amount of $90.64 due.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  We received an additional payment reversal on August 9th from your financial institution for the 2nd installment of $46.74 charge April 22nd for the 2nd shipment.  Again, the chargeback activated the auto billing process to send adjusted monthly notices advising of the new balance due of $141.05.
  
  North Shore began collections efforts, in November after six months of notices had been sent directly from smileactives.  
  
  As a gesture of goodwill?in an effort to?fully resolve this matter, the remaining balance of $86.98 has been cleared, and?the smileactives account has been flagged as Suspicious Activity to prevent further unauthorized activity and ensure it cannot be reopened.  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.
  
  Please rest assured?that?the?account is closed with?a zero balance,?and?nothing further?has been or will?be shipped or billed to you from this account.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 02/13/2024

   
  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:01/24/2024

  Type:Customer Service 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.

  They keep sending me bill even 3 months after the service was canceled They also automatically charge my credit card without my permission

  Business Response

  Date: 02/05/2024

  *****************************
  Apt 1112
  **********************************************************************************-7184
  
  
  Date: 02/01/24
  
  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 December 28, 2023, as we only received this complaint on January 25, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives April 30, 2023, with the purchase of an entry kit special offer of buy-on get-one 30-day supply of Power Whitening Gel and Vibrite Sonic Toothbrush Kit.   
  
  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 full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day introductory kit, was sent May 1, 2023, for a total cost of $37.40 (including $2.45 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.
  Per the terms of your purchase, on May 31, 2023, your 2nd shipment (a 90-day supply) was sent for a total of $125.00 (including $11.97 s&h and $8.18 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $42.24 was charged at the time of shipping; the 2nd and 3rd installments of $41.39 and $41.37 respectively were charged as scheduled on July 1st and August 1st.
  
  On August 31, 2023, your 3rd shipment (a 90-day supply) was sent for a total of $125.00 (including $11.97 s&h and $8.18 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.81 was charged at the time of shipping; the 2nd installment of $41.39 was charged October 1, 2023, as scheduled leaving a balance of $41.37.
  
  On October 12, 2023, per your request, your account was cancelled.  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.
  
  On October 18, 2023, your financial institution reversed the 2nd payment of $41.39 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $82.76 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.
  
  On December 28, 2023, we received your inquiry regarding the billing.  Information was provided regarding the full cost of your replenishment shipments and the 3 installments.  The remaining balance was explained.  We regret to learn that the call was ended before an resolution could be offered.
  
  As a gesture of goodwill and in exception to our normal 60-Day return policy, the remaining balance of $82.76 due for your 3rd shipment has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/19/2024

  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.

  they sent me a 2nd product which i did not order. they keep billing me ***** for this product although i returned it back to them. i also tried calling them and no way to get in touch for no one answers. also returned their bill back to them explaining that item was returned. still getting bills. do not know what to do and i feel this is a company that just is not right. product does not work and i am sorry i even tried it. please help

  Business Response

  Date: 02/15/2024

  Mr. ************************************ ******************
  ***********, ** 29485-6294
  
  
  Date: 02/14/24
  
  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 apologize for the delay in responding to your complaint filed with the Better Business Bureau on January 19, 2024, as we only received this complaint on February 9, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives August 7, 2023, with the purchase of an entry kit special offer of buy-on get-one 30-day supply of Power 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 our member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information regarding the terms of the online offer and the replenishment program are provided in the shopping cart prior to any personal information being entered. In addition, before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase.  We regret if you found the offer unclear in any way.  
  
  Your initial order, a 30-day introductory kit, was sent August 8, 2023, for a total cost of $26.70 (including $1.75 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on September 7, 2023, your 2nd shipment (a 90-day supply) was sent 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 leaving a balance of $59.79.
  
  On October 8, 2023,  we attempted to process your 2nd installment of $29.90 for the 2nd shipment as scheduled but the request for payment was declined by your financial institution leaving a remaining balance of $59.79 as due and payable. ??At this time the auto past due billing process was activated to send monthly invoices advising of the balance.  
  
  On October 10th we received notification of a pending dispute of all charges from your financial institution.  Your account was cancelled at this time due to the dispute.  While cancelling an account stops all future shipments it does not clear the balance due for orders already shipped at the time of cancellation.  They will continue to bill until paid in full or returned within the 60-day Money Back Guarantee for credit.
  
  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 its inception, prior to receipt of your BBB 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.
  
  On December 4, 2023 your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no refund or credit was issued.?
  
  As a gesture of goodwill and in an effort to resolve this issue, the remaining balance of $59.79 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/19/2024

  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.

  Ordered a trial tube of teeth ******** with getting one tube free. Received that . I just received another larger tube and am being billed $88.85 . When I enquired white did I receive this and Shyam i being billed this amount, I was told when i ordered the trial tubes I was automatically enrolled in a renewing subscription. This practice is deceptive and if this subscription was on their website it was not very well explained.

  Business Response

  Date: 01/30/2024

  Mr. ****************************** ****************
  *******, ** 21014-4504
  
  
  Date: 01/26/24
  
  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 December11, 2023, as we only received this complaint on January 22, ****.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives November 4, 2023, with the purchase of an introductory special Buy-One-Get-One offer of the Power 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 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 November 6, 2023, for a total cost of $26.45 (including $1.50 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on December 6, 2023, the 2nd shipment (a 90-day full-sized supply) was sent 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 this time, leaving a remaining balance of $59.23.  
  
  On December 11th, per your Live Chat request, your account was cancelled.  Information was provided regarding your 2nd shipment and the remaining balance.  Please be advised while cancelling stops future shipments, 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.
  
  On January 6, ****, the 2nd installment of $29.62 for your 2nd shipment was charged to the PayPal account on file, leaving a remaining balance of $29.61.
  
  As a gesture of goodwill and in exception to our normal return policy, the remaining balance of $29.61 due for your 2nd shipment has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/09/2024

  Type:Customer Service 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.

  Impossible to contact anyone at company to cancel subscription. The only was to cancel subscription is to pay to cancel the subscription. I have tried calling ********** and ********** and it just rings and rings. I am getting invoices every week when this account was cancelled in October of 2023. Each invoice adds another cost.

  Business Response

  Date: 01/24/2024

  Mr ********************************** *******************
  ***********************, ** 48035-3874
  
  
  Date: 01/11/24
  
  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 December 5, 2023, as we only received this complaint on January 9, 2024.
  
  Our records reflect that you re-enrolled online for automatic shipments of smileactives March 18, 2023, with the purchase of a 4-piece entry kit.
  
  Our website offers multiple options to contact us via email, phone, or chat: we regret to learn you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Your initial order, a 30-day introductory kit, was sent March 20, 2023, for a total cost of $47.64 (including S4.99 s&h and $2.70 MI Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on July 20, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $139.73 (including $11.97 s&h and $7.91 MI Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $47.07 was charged at the time of shipping; the 2nd installment of $46.34 was charged as scheduled on August 20th leaving a balance of $46.32.
  
  On September 20, 2023, we attempted to process your 3rd installment of $46.32 for your 2nd shipment as scheduled but the request for payment was declined by your financial institution leaving a remaining balance of $46.32 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
   
  On October 10, 2023, we received a call from someone who was not the primary account holder of record on this account.  The caller would not provide their name but ask about billing notice that had been received by account holder.  ****** was asked if the account holder was available and if not to have him, please contact customer service directly for assistance with billing questions. Because this account was opened by another party, we are unable to provide any account information or take any action on the callers behalf due to legal implications.
  
  On October 21, 2023, your 3rd shipment (a 90-day full-sized supply) began processing for delivery for a total of $139.01 (including $11.97 s&h and $7.19 MI Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization for the 1st installment of $46.35 at this time from the credit card on file.
  
  Also on October 21, 2023, your account was cancelled per your request via your online self-service account access.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already processed for delivery prior to cancellation.  They will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Your 3rd shipment was sent.  The previously approved 1st payment of $46.35 was finalized as a charge on October 24th leaving a balance of $92.66.
  
  On November 24, 2023, we attempted to process your 2nd installment of $46.34 for your 3rd shipment as scheduled but the request for payment was declined by your financial institution leaving a remaining balance of $92.66 due and payable.  At this time the auto past due billing process was activated to send additional monthly notices advising of this new remaining balance.  
  
  On December 5, 2023, a payment was received in the amount of $46.32 for the 2nd installment due on your 3rd shipment leaving a balance of $46.34.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balances due of $46.32 and $46.34 have been cleared.  Please consider any invoices received after the date of this correspondence to have 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:01/03/2024

  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.

  On 10/25 I purchased what I believed was a one-time order for their product. Thirty days later, I received a much larger version of this product and realized I had been signed up for a subscription service. I went to the website to try to cancel, but the ************ for canceling were to call customer support or speak to a customer support person via their live chat. Well, none of the live chat links were active. Not one. So the only option was to call the customer support line. I got through right away, but after several questions by the representative, I was told I would need to be on hold for 1-2 minutes before the cancelation was final, and I ended up being on hold for over *************************************************************************************************** and the best part, they are going to bill me for another $60-ish dollars over 2 more payments because apparently this product subscription is set up on a payment plan, which I did not actively choose to sign up for. So now I've canceled my subscription for a product that I didn't want, but still have two more pending payments on this product that I, again, do not want. Extremely deceptive and underhanded business practice.

  Business Response

  Date: 01/24/2024

  ************************
  2158 *********
  **********, ** 46168-4788
  
  
  Date: 01/11/24
  
  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 December 4, 2023, as we only received this complaint on January 5, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives October 25, 2023, with the purchase of an entry kit special offer for a buy-on get-one 30-day supply of Power 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 our member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the replenishment program is clearly stated on the order page of our website and provided 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.
  
  We do offer the ability to purchase smileactives products without a replenishment account via our website or by phone. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Your initial order, a 30-day introductory kit, was sent October 25, 2023, for a total cost of $26.40 (including $1.75 IN Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on November 27, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $89.69 (including $8.97 s&h and $5.87 IN 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 leaving a balance of $59.79.
  
  On December 4, 2023, per your phone request, your account was cancelled.   Information was provided regarding the balance due for your 2nd shipment and return instructions as orders that have already shipped prior to cancellation will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee.
  
  On December 8, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $20.30 was issued and the balance of $59.79 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.60 s&h (plus applicable state tax) was not refunded.
   
  We regret if you experienced any difficulty contacting us via chat, as this option has been tested without issue.  
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 20957175
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/31/2024

  There was nothing of substance in their response, just lots of words and ultimately neither saying nor admitting anything. Their practice of signing people up for a subscription without customer's knowing is shady. Period.