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:12/02/2023

  Type:Order 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.

  Hidden on going billing. This company signs you up for additional shipments and billing. No matter how bright my teeth may get, it is not worth 57 dollars per month. Scam deal and they will turn it over to collections??? This is a predatory practice, period!They should be out of business!!!

  Business Response

  Date: 12/13/2023

  *******************************
  4778 ***************
  *********, ** 49097-9703
  
  
  Date: 12/11/23
  
  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 November 14, 2023, as we only received this complaint on December 4th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives July 19, 2023, with the purchase of a 5-piece entry kit including the Power Whitening Gel, Teeth Whitening Pens and Vibrate 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 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 continuity program (including billing for future shipments) is provided in the shopping cart (in bold) 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.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date, total cost and scheduled payments.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit, was sent July 19, 2023, for a total cost of $52.95 (including $3.00 MI Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on August 19, 2023, the 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $171.53 (including $11.97 s&h and $9.71 MI Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the 1st installment of $57.19 from PayPal at this time.
   
  On August 20, per your Live Chat request, your account was cancelled.  Information was provided regarding your 2nd shipment, the remaining balance and scheduled payments.  Please be advised while cancelling stops future shipments, orders that have already been processed for delivery 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.
  
  The shipment was sent, and the authorized payment finalized as a charge on August 21st leaving a balance of $114.34.
  
  On September 21, 2023, the 2nd installment of $57.18 for your 2nd shipment was charged to the PayPal account on file, leaving a remaining balance of $57.16.
  
  On October 22, 2023, we attempted to process your 3rd installment in the amount of $57.16 for your 2nd shipment, as scheduled, but the payment was declined by PayPal.  At this time the auto past due billing process was activated to send notices advising of the balance.
  
  On November 14, 2023, per your phone inquiry regarding the billing notice you received, the remaining balance was explained.  When you ask about returning the shipment it was advised that the 60-day Money Back Guarantee had expired.  We regret to learn the call was ended before a resolution could be reached.
  
  As a gesture of goodwill and in exception to our normal return policy, the remaining balance 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:12/02/2023

  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 and, in fact, returned for credit. --On 8-28-23, through a social media ad, I purchased for $26.53 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 ****, I received--without ordering-- a large bottle of the product and a charge of $29.71. I emailed the company at ******************************* with no response. I then called, explained (to ***** that I was not happy with the product, asked for an address to return what I had received, said that I canceled any "membership" that I had not agreed to, refused any further automatic shipments, and asked for a confirmation email of all this information immediately. The **************** Rep sent me a "We're sad to see you go" email reply (****-23, at 10:15 AM) and, at my insistence, gave me the Return address. --******* told me that my obligation to SmileActives was ended, and that I would be credited when the Return was received. The **** tracking number ********************** shows receipt of the package in *****, ** on October 16.--I spoke to the **************** at Amex, who investigated my complaint, and on ***** credited me back the $29.71. --On ****, however, I received another email demanding $59.43 (I called SmileActives to complain, (spoke to ******) on their recorded line about their deceptive business practices and stated that I had returned the product and owed nothing more.-- Today I received a paper "Past Due Invoice" dated ****, again demanding that I pay them $59.43.I am 75, retired, and refuse to be tricked by an unethical business. I owe $0.

  Business Response

  Date: 12/12/2023

  ***********************************
  *******************************************************
  *********, ** 06514-1633
  
  
  Date: 12/08/23
  
  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 November 13, 2023, as we only received this complaint on December 4th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives August 27, 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.  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 continuity program is provided in the shopping cart (in bold) 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.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit, was sent August 28, 2023, for a total cost of $26.53 (including $1.58 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on September 27, 2023, the 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $89.14 (including $8.97 s&h and $5.32 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the 1st installment of $29.71 from your credit card at this time.  The shipment was sent, and the payment finalized as a charge on September 28th leaving a balance of $59.43.
  
  Also on September 28, per your phone request, your account was cancelled.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions 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.
  
  On October 19, 2023, your 1st shipment, the initial 30-day supply, was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $26.43 was issued.  Our records do not reflect that the 2nd shipment has been returned to present date.
  
  On October 29, 2023, the 2nd installment of $29.71 for your 2nd shipment was charged as scheduled leaving a balance of $29.72.
  
  On November 1, 2023, your financial institution reversed the 2nd installment of $29.71 for your 2nd shipment.  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $59.43 due and payable to smileactives.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  As a gesture of goodwill and in an effort to resolve this matter, the remaining balance due for your 2nd shipment has been removed although our records do not reflect that shipment as returned.   Per your request, we have removed your contact information 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: 12/26/2023

   
  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:12/02/2023

  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.

  On April 13th I ordered a trial version of the product that included two small bottles of the solution which was a buy one small bottle get the other free deal. I wasn't happy with the results but paid the following month of May, and cancelled my subscription through the website right after. I have not received any further products and no more communication so I thought my account was closed and nothing further needed to be done. Suddenly I am receiving past due reminders by mail and email for the disputed $60.62 . I called to dispute the bill again and they said payment was still due even after telling them that I had cancelled the subscription and received no further products. I do not owe this amount.

  Business Response

  Date: 12/12/2023

  *******************************
  Unit 335
  18530 ***********
  Tarzana, ** 91356-1922
  
  
  Date: 12/08/23
  
  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 November 12, 2023, as we only received this complaint on December 4th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives April 14, 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.  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.  
  
  Your initial order, a 30-day introductory kit, was sent April 14, 2023, for a total cost of $27.32 (including $2.37 CA Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on May 15, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $91.78 (including $8.97 s&h and $7.96 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $31.06 was charged at the time of shipping the 2nd installment of $30.31 was charged as scheduled on June 15, 2023, leaving a balance of $30.31.
  
  On June 15, 2023, per your online request, your account was cancelled.  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.
  
  On July 16, 2023, the 3rd and final installment of $30.31 for your 2nd shipment was charged as scheduled.  At this time your account was paid in full.
  
  On August 22, 2023, PayPal reversed the 2nd and 3rd payments of $30.31 each for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $60.62 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 September 15, 2023, per your phone inquiry, the billing reminders and remaining balance were explained.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $60.62 has been cleared.  
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 12/17/2023

   
  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:12/02/2023

  Type:Delivery 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.

  On Feb. 24th 2023 I ordered teeth whitening paste/gel from smileactives. The product was fine, but not especially useful. To my surprise I received another, larger, order charged to me on March 28th, 2023. Apparently my original order had enrolled me in some kind of subscription plan; I accepted it as my fault for not reading the fine print, called them to cancel my next order (which had been scheduled for 6/27/2023) and whatever subscription plan they had me on. I also cancelled my PayPal authorization to double-secure myself from any future business with SmileActives.I have now received a letter from a collection agency telling me I still owe them $95.76. For what? I paid for the original order, received and paid for an order I did not ask for, cancelled my subscription and am now being hounded by a collection agency ******************** for some phantom product I never received or ordered?I request that smileactives cancel my account as I already requested and stop pursuing me for orders I already paid for!

  Business Response

  Date: 12/12/2023

  ***************************
  ******************************************************************************-3631
  
  
  Date: 12/08/23
  
  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 November 12, 2023 as we only received this complaint on December 4th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives February 22, 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.  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 continuity program is provided in the shopping cart (in bold) prior to any personal information being entered.  More specifically the offer you purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel and 3 Advanced Whitening Pens. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 plus $3.99 for shipping and handling per month. All orders are subject to applicable sales tax.   Additionally, before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit, was sent February 24, 2023, for a total cost of $43.90 (including $3.95 CA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on March 28, 2023, the 2nd shipment (a 90-day full-sized supply) was sent for a total of $144.84 (including $11.97 s&h and $13.02 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $49.08 was charged at the time of shipping leaving a balance of $95.76.
  
  On April 28, 2023, we attempted to process your 2nd installment of $47.89 as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $95.76 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 July 7, 2023, per your online request, your account was cancelled.  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.  The balance is still owed until paid in full or the order is 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 either before or since July 7, 2023. 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.
  
  Although your 2nd shipment has not been returned, as a gesture of goodwill the remaining balance of $95.76 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

  Customer Answer

  Date: 12/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Although their explanation is one of predatory marketing practices.....Why would I want to pay for something over three installments?  Bill me fully and our business is done.  I accepted my responsibility in not having read the fine print that stated my being enrolled in a subscription program; I only wished to test the product which was unsatisfactory.  My bad for not seeing the subscription; of course, had you given me the option upon my first purchase as to whether I would like to pay for future purchases in-full or in installments I would have chosen......not to purchase (but that's the point isn't it?).  My second option would have been to pay in full.  I have never paid for anything in installments, not even cars.  After having read the numerous complaints similar to mine, it seems you have a problem correctly communicating this subscription plan to your fist time customers.   I would suggest you change the language and clearly state the terms of the sale IN LARGE PRINT, but then again obfuscation is the point.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2023

  Type:Order 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.

  April 2023 ordered a SAMPLE of Smileactives $27.16, paid by credit card. Didnt like it. July received one gel container (NOT ORDERED OR AUTORIZED). I was billed $30.95; paid the bill , August charged again $30.15, paid **** and cancelled the account, initiate dispute with the bank. Bank credited me $60.and change. Since than Smileactives keeps harassing me with $60.31 statement , stating:Past due notice. They charged my credit card automatically every month, until I initiated dispute with the bank. No one should have access to charge anyones credit card without authorization from the carrier of that card. The only time I authorized Smileactives to charge my card was for the SAMPLE $27.16. When I called Smileactives (in ***********) to complain, they stated that my account its closed. This kind of companies should be regulated by the proper governmental entities for conducting their business in a more onest way. I never enrolled for automatic shipping of the product. Please help me not to pay money I dont own and to be harassment free.

  Business Response

  Date: 12/21/2023

  Ms. ******************************* 10E
  *************************************************************
  
  
  Date: 12/20/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear Ms. *********************** 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 November 28, 2023, as we only received this complaint on December 20th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives June 15, 2023, with the purchase of an entry kit special offer of buy-one 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 continuity program (including billing for future shipments) is provided in the shopping cart (in bold) 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.  The products are also shipped with information reiterating the terms and benefits of membership. This information is also available via the online self-service account access for active members.  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.
  
  Your initial order, a 30-day introductory kit, was sent June 16, 2023, for a total cost of $27.17 (including $2.22 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on July 17, 2023, the 2nd shipment (a 90-day full-sized supply) was sent for a total of $91.26 (including $8.97 s&h and $7.44 Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.95 was charged at the time of shipping; the 2nd and 3rd installments of $30.15 and $30.16 were charged as scheduled on August 17th and September 17th, at which time your account was paid in full.
  
  On September 25, 2023, we received your phone inquiry about the charges.  Per your request to speak with a supervisor your call was transferred without your account being accessed.  Therefore, no specific information regarding your shipments could be provided.  We regret to learn that the call connection was lost as you were being introduced to the supervisor.
  
  On November 11, 2023, your financial institution reversed the 2nd and 3rd payments of $30.15 and $30.16 respectively for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, it restored the amount of $60.31 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 cancelled at this time due to the chargebacks.
   
  Our records reflect calls received on November 8th and 27th regarding billing notices. Your account cancellation was confirmed but we regret to learn that you chose to end each call before information explaining the billing notices could be provided.  
  
  As a gesture of goodwill and in exception to our 60-day satisfaction guarantee, the remaining balance due of $60.31 for your 2nd shipment has been cleared.   Per your request we have removed your contact information 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:11/20/2023

  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 canceled Smileactives immediately after initially subscribing. In fact, even the initial subscription was gained by deceptionI had never intended to sign up for a subscription. Then I proceeded to cancel on the Smileactives website, and received a cancelation confirmation. Nevertheless, Smileactives continued to charge my credit card without authorization, so I disputed the credit card transaction and won the dispute. Now, Smileactives continues to harass me with collections notices claiming I owe them $30.13, even though I had successfully canceled the subscriptionwhich, again, I was tricked intobefore that amount supposedly became due.The customer number is ******, order number is *******. I owe you no moneystop harassing me with these incorrect collections notices.

  Business Response

  Date: 11/29/2023

  **************************************
  **************************************
  ******, ** 80209-4535
  
  
  Date: 11/27/23
  
  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 April 24, 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.  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 continuity program is provided in the shopping cart (in bold) prior to any personal information being entered.  More specifically the offer your purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.  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.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment account on our website as well as 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 April 25, 2023, for a total cost of $27.41 (including $0.27 CO retail delivery fees and $2.19 CO Sales Tax) and charged in full at the time of shipping to the credit card provided.
   
  Per the terms of the offer, on May 25, 2023, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $91.47 (including $8.97 s&h, $7.38 CO Sales Tax and $0.27 CO retail delivery fees) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.20 was charged at the time of shipping to the credit card on file.
  
  On June 3, 2023, your account was cancelled per your request.  Information was provided regarding the balance remaining for your 2nd shipment.  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 already 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.
  
  As our records do not  indicate that any returns have been received, the 2nd and 3rd installments of $30.14 and $30.13 for your 2nd shipment were charged as scheduled on June 25th and July 26, 2023, respectively.
  
  On August 17, 2023, your financial institution reversed the 3rd installment of $30.13 for your 2nd shipment.  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $30.13 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.
  
  As a gesture of goodwill and in an effort to resolve this matter, the account balance of $30.13 has been cleared. 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
  

  Customer Answer

  Date: 12/07/2023

   
  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:11/17/2023

  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 am a customer who placed an order online. I thought this was a once only order, but later realized that they have auto-subscribed me. On their ordering page, there was NO indication whatsoever that they will auto-subscribe you if you place an order! This is fraud and they need to be shut down! Ultimately, they have already charged me monthly for the past 4 months: on 10/26/23 for $30, 41, on 9/25/23 for $30.16, on 8/25 for $30,15, on 7/26 for $30.95 and on 6/26/23 for $27.16. I am a busy professional and have only now had the time to look into this. Also, when I went on their website to investigate how I got subscribed, there was no indication that when I placed my one-time order that it would be a subscription. They also claim that a subscription can be easily canceled by visiting their website yet there is NO WAY to cancel online. The only way to cancel is by calling them and only during business hours. I cancelled yesterday on the phone, and in response they sent an email stating: "This email confirms your cancellation, etc, You may still have a balance due for the last shipment you received. Your total account balance is $60.84." This is totally outrageous. I quote a prior customer: ************* is setting up UNAUTHORIZED SUBSCRIPTIONS for anyone who places an order! I plan to return two recent unused pro-whitening gel, for which the telephone operator indicated I may be charged shipping and handling!! I demand a reimbursement for those two products, and of course, that they do not charge my credit card for an additional $60.84 for which there is no justification. Finally, how come the BBB is not acting in some way to stop this company from these abusive and dishonest business practices?

  Business Response

  Date: 11/29/2023

  *******************************
  250 E87th St
  ********, ** 10128
  
  
  Date: 11/27/23
  
  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 June 23, 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.  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 continuity program is provided in the shopping cart (in bold) prior to any personal information being entered.  More specifically the offer your purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.  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.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment account on our website as well as by phone. However, customers who choose to place one-time orders are only offered our retail prices.
  Regarding cancellation options online, you can request cancellation via chat or by logging in to your online self-service membership account.
  
  Your initial order, a 30-day introductory kit, was sent June 23, 2023, for a total cost of $27.17 (including $2.22 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on July 24, 2023, the 2nd shipment (a 90-day full-sized supply) was sent for a total of $91.26 (including $8.97 s&h and $7.44 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.95 was charged at the time of shipping; the 2nd and 3rd installments of $30.15 and $30.16 were charged on August 24th and September 24, 2023, as scheduled.
  
  On October 24, 2023, the 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $91.25 (including $8.97 s&h and $7.43 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.41 was charged at the time of shipping leaving a balance of $60.84.
  
  On November 4, 2023, per your phone request, your account was cancelled.  Information was provided regarding your 3rd shipment and return instructions as 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/delivered 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 November 13, 2023, your 3rd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $20.65 was issued and the balance of $60.84 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.76 (s&h) was not refunded.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 12/07/2023

   
  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:10/19/2023

  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.

  I placed an order on a sale they were having on 9/5. A month later, a second charge came through from them. I reviewed the original order email and saw the fine print included in the bottom of the email of a subscription set up even though this was not mentioned before purchasing. Shady. Their website would not let me set up an account to cancel the subscription. So I figured Id wait to get the order and then use the account number on the invoice. No invoice was included in the second mailing. I had to use their online chat to cancel the subscription. ***** informed me I would still be charged two more months for an overpriced subscription I never agreed to. These are clear deceptive practices.

  Business Response

  Date: 10/26/2023

  Ms. ***************************** ***************
  *********, ** 18249-3016
  
  
  Date: 10/20/23
  
  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 September 6, 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.  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 continuity program is provided in the shopping cart (in bold) 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.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment account on our website as well as 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 including the Vibrite Sonic Toothbrush, was sent September 6, 2023, for a total cost of $37.05 (including $2.10 ** Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on October 10, 2023, the 2nd shipment (a 90-day supply) was sent for a total of $123.83 (including $11.97 s&h and $7.01 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.
  The 1st installment of $41.29 was charged at the time of shipping to the PayPal on file leaving a balance of $82.54.
  We regret to learn that you did not receive an invoice/packing slip with this shipment and apologize for any inconvenience this might have caused.
  
  On October 16, 2023, your account was cancelled per your Live Chat request.  Information was provided regarding the remaining balance and return instructions since orders that were shipped prior to cancellation will continue to bill until paid in full or returned within the 60-day Money Back Guarantee.  As a courtesy a request for a per-paid return label was offered.  Please allow 7 - 10 business days for the label to reach you via *****
  
  As a gesture of goodwill, the remaining balance due of $82.54 for your 2nd shipment has been removed 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: 11/09/2023

   
  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:10/19/2023

  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.

  Like many of the complainants list under this BBB business profile, this business scammed us. We purchased the, one-time, product. But in fact, they deliberately trick customers into accepting a recurring membership. Then, after they first 30 days, they send you a much larger version of the product you initially purchased, while charging you $30.18. This is where the scam happens. The recurring product you were sent was not just $30.18, but rather over $90 that has subversively broken into 3 payments spread over 3 months. You only notice that this is the case after you are charged the second recurring payment. But, conveniently, once you have discovered that the second charge and realize that a third is impending, you are past the 60 day return policy. This is a very deliberate and well designed scam. They have designed this to ensure that every customer that is tricked will be charged at minimum $90. Additionally, they made there customer service nearly impossible to navigate. After hours of waiting and finally getting a foreign agent on the phone, they deliberately tell you that they cant find your account. This is frustrating and disappointing that a U.S. company can be so dishonest.

  Business Response

  Date: 10/25/2023

  **********************
  1935 **********
  ************, ** 19146-2916
  
  
  Date: 10/20/23
  
  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 August 10, 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. 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, the continuity program and the 3-payment plan for full-size replenishment shipments is provided in the shopping cart (in bold) 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.  The products are also shipped with information reiterating the terms and benefits of membership, including the next shipment date.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment account on our website as well as 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 August 10, 2023, for a total cost of $26.95 (including $2.00 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on September 11, 2023, the 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.53 (including $8.97 s&h and $6.71 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.18 was charged at the time of shipping to the credit card on file leaving a balance of $60.35.
  
  On September 14, 2023, we received a phone request from your wife to cancel.  We regret to learn upon reviewing the call that the account was not located.  Information was provided at this time regarding the cancellation options available via your online member account access. We apologize for any inconvenience this may have caused. Your account was cancelled on September 14th via the online self-management account access.
  
  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.  
  
  On October 12, 2023, the 2nd installment of $30.18 for your 2nd shipment was charged as scheduled leaving a balance of $30.18.
  
  As a gesture of goodwill, the remaining balance due of $30.18 for your 2nd shipment has been removed.  If you would like to take advantage of the 60-Day Money Back Guarantee available for your 2nd shipment, you can simply return the product(s) within 60 days of receipt (by November 19th), by following the return instructions on the shipment's invoice or found on our website.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:10/10/2023

  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.

  On February 6, 2023, I purchased a trial subscription of Smileactives tooth whitening product for $27.22, followed by a subscription purchase on March 8, 2023, for $31.03. I canceled the subscription via PayPal on March 9, 2023, as confirmed by a PayPal receipt. Despite the cancellation, Smileactives continued to pursue payments aggressively, insisting that the subscription was still valid as I didn't call to cancel.On October 6, 2023, I received a collections notice from North ************ ***** retained by ******************, claiming a debt of $60.42. I disputed this with **** providing all relevant documentation of my subscription cancellation and correspondence with Smileactives. I also emailed Smileactives on June 8, 2023, reiterating my cancellation and requesting confirmation of subscription closure, which went unanswered.Smileactives' aggressive collection practices post valid subscription cancellation reflect poorly on their customer service and ethical business conduct. Despite providing proof of cancellation, I am now facing undue stress and potential negative credit implications due to unjust debt claims. I wish for this complaint to prompt a thorough investigation into Smileactives' practices and ensure the invalid debt claim is retracted, preventing further harassment and potential credit score damage.I anticipate a prompt resolution, affirming no outstanding debt and ensuring no adverse entries on my credit report, demonstrating fair business practices and respect for consumer rights.

  Business Response

  Date: 10/18/2023

  Mr. ************************************************************************* ** 66221-8541
  
  
  Date: 10/13/23
  
  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 February 5, 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. As part of their initial purchase, customers enrolling in our member program are informed they will receive automatic shipments until they contact smileactives customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program is provided in the shopping cart prior to any personal information being entered.  The products are also shipped with information reiterating the terms and benefits of membership, customer service contact information and the 60-day Money Back Guarantee available.  
  
  Your initial order, a 30-day introductory kit, was sent February 6, 2023, for a total cost of $27.22 (including $2.27 ** Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on March 8, 2023, the 2nd shipment (a 90-day full-sized supply) was sent for a total of $91.45 (including $8.97 s&h and $7.63 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $31.03 was charged at the time of shipping to the PayPal account on file leaving a balance of $60.42.
  
  On April 8, 2023, we attempted to process your 2nd installment of $30.21 as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $60.42 as due and payable.  At this time the automated past due billing process was activated to send monthly notices advising of the balance.   After six months with no resolution the collection attempts are moved to *******************  
  
  The next automatic replenishment shipment scheduled for June 7th was placed on hold when the initial request for a payment authorization of the 1st installment was also declined by PayPal.
  
  Please be advised that cancelling a payment agreement with PayPal does not automatically cancel a subscription with the merchant.  It just means payment request from that merchant are no longer honored by PayPal.  PayPal does not notify the merchant of the reason why the payment agreement was cancelled.  
  
  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other type of contact received in reference to your account since your enrollment in February, prior to receipt of your Better Business Bureau complaint.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, (i.e. ******************************* an automatic response is sent to advise of this, and  provides our contact information. We regret if you experienced any difficulty contacting us via the phone, email, or chat options provided at our website, as these channels have been regularly tested without issue.
  
  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.
  
  As a gesture of goodwill and in an effort to resolve this matter, the account balance of $60.42 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 is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 10/19/2023

   
  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. I had separately contacted the collections agency requesting debt verification and to confirm no indication had been made on my credit report; I will retain a copy of Smileactive's response on this issue as confirmation that no debt is owed, in the event there should be a collections attempt or administrative error in the future.
  
  Sincerely,
  
  ***************************