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:10/17/2024

  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 canceled this after the first order, smile actives has continued to charge me after I have contacted them.

  Business Response

  Date: 10/25/2024

  **** *****
  *************************
  *********, ** 37388
  
  Date: 10/25/24
  
  Complaint ***********
  Account *************
  
  Dear Mr. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives April 8, 2024, with the purchase of a special promotional offer for a 30-day introductory kit. Customers purchasing any of our special offers for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  On April ******, your initial order (a 4-piece 30-day introductory supply) was sent for a total of $43.85 and billed in full at the time of shipping to the ****** account provided.
  
  On May 9, 2024,per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $144.68 to be billed in 3 installments over 31-day billing cycles. The first installment of $46.59 was charged at the time of shipping; the 2nd and 3rd installments of $48.23 and $48.21 were charged as scheduled on June 9th and July 10 respectively.
  
  On August *******, your 3rd shipment (another 90-day replenishment kit) was sent as scheduled for a total cost of $144.68 to be billed in 3 installments over 31-day billing cycles. The first installment of $46.59 was charged at the time of shipping leaving a balance of $96.44.
  
  On August *******, your account was cancelled per your online request.  Information was provided regarding your 3rd shipment which was still in transit.  Although 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.  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 before August 13, 2024. 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 September 12, 2024, the 2nd installment of $48.23 for your 3rd shipment was charged as scheduled leaving a balance of $48.21.   Also, on September 12th ****** reversed this payment of $48.23.  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $96.44 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  As an exception to our advertised guidelines and a gesture of goodwill the remaining balance of $96.44 has been cleared.  
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:10/17/2024

  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.

  Purchased one month ago (August 9) and have no noticed results within first 30 days. They will not refund my money and are saying they will continue to charge me for a product i do not want and does not work.

  Business Response

  Date: 10/28/2024

  ********* ****
  ********************
  **********************
  
  Date: 10/28/24
  
  Complaint ID: ********
  Account Number: ******
  
  Dear Ms. *****
  
  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 make every effort to be forthcoming regarding our promotions and offers for smileactivesvia the website, TV infomercials, inbound sales phone line, print materials,product packaging, billing.  Customers enrolling in the ******************** member program are informed they will receive automatic full-size replenishment shipments until they cancel or make changes to their membership.  Information regarding the membership and the available 60-day Money Back Guarantee is provided online before an order is selected and submitted.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives August 9, 2024,with the purchase of a 30-day introductory kit. This order was shipped August 13th for a total cost of $37.17 which was charged in full at this time.
  
  On September 9, 2024, your 2nd shipment, a 90-day replenishment kit, was sent for a total cost of $124.24 to be billed in 3 installments over 31-day billing cycles.  The first installment of $41.42 was charged at this time leaving a balance of $82.82.
  
  On September 24, 2024, your account was cancelled per your Live Chat request.  Information was provided regarding the remaining balance since although 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 are returned for credit within the 60-Day Money-Back Guarantee. 
  
  On October 10, 2024, the 2nd installment of $41.41 for your 2nd shipment was charged as scheduled since the order had not been returned.
  
  We regret to learn that the products did not meet your expectations.   Please be advised that results vary for each individual and for each product. Some people may see results in 3-7 days; for some it will take longer. This process is a gradual one. Please remember that there are a lot of factors that go into how long the process takes, such as age, medication, eating habits, dental work, etc. It all depends on the stains,how long they have been there, and how deeply rooted they are in the enamel.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $41.41 has been waived.
  
  Your smileactives account remains inactive, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:10/14/2024

  Type:Customer Service 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 1-31-2024, I paid $43.15 to Oral Care Products LLC to an introductory special offer for Smile Actives teeth whitening product(s). I was under the impression that I was purchasing a "trial size kit" as a one time purchase. I was later "auto" billed via ****** for: - $47.47 on 3-1-2024, - $47.46 on 4-1-2024, - $47.44 on 5-2-2024, - $29.10 on 6-3-2024.The only emails that I ever received from "Smile Actives" DBA 'Oral Care Products LLC' were billing emails automated by ******. After I was billed involuntarily and unknowingly on 3-1-2024, I went to the Smile Actives website, but my account information "could not be located" and "automated website help log" was not qualified to cancel a "subscription". Since the company's website would not allow me to cancel a "subscription" that I did not agree too, and did not offer a telephone contact number, I was forced to file a claim through ****** just to get the charges to stop going through. Since ****** sided with me, I am now receiving letters from SmileActives threatening to send my information to collections. This is company is a sham. They collect your information then continue to bill your credit card for their overpriced teeth whitening products that don't work or do what the website claims. I want my balance to be cleared with these companies, as I didn't ask for any of this after making what I believed was a one-time purchase. I would not recommend purchasing from this company to anyone.

  Business Response

  Date: 10/18/2024

  ****** ******
  *******************
  *********** AL 35242
  
  Date: 10/18/24
  
  Complaint ID: ********
  Account Number: ******
  
  Dear Ms. *******
  
  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 smileactiveson January 30, 2024, with the purchase of a special Buy One Get One 30-day introductory kit offer.
  
  We do make every effort to make the offers and promotions for smileactives as clear as possible on our websites, as well as by phone.  We do offer the ability to purchase smileactives products without automatic replenishments. However,customers who choose to place one-time orders are only offered our retail prices.  All the **** offers include a subscription.
  If a customer chooses an offer that includes a ******************************/subscription they are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On January 31, 2024, your initial order (a 30-day introductory supply) was sent for a total of $43.15 and billed in full at the time of shipping to the ****** account provided.
  
  On March 1, 2024, per the terms of your purchase, your 2nd shipment (a full-size 4-piece 90-day replenishment kit) was sent as scheduled for a total cost of $142.37 (including $11.97 s&h and $10.55 AL Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $47.47 was charged at shipping; the 2nd and 3rd installments of $47.46 and $47.44 were charged as scheduled on April 1st and May 2, 2024, respectively.
  
  On May 3, 2024, the contents of your future replenishment shipments was changed to just one item via your online self-service membership management access.
  
  On June 3, 2024, your 3rd shipment (the custom replenishment kit) was sent as scheduled for a total cost of $87.29 (including $5.97 s&h and $6.47 AL Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $29.10 was charged at shipping leaving a balance of $58.19.
  
  On June 4, 2024, ****** reversed the 1st payment of $29.10 for your 3rd shipment.  Although this chargeback created a credit in your favor with your financial institution, it restored the amount of $87.29 as due and payable since the shipment was not returned for credit within the 60-day Money Back Guarantee.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On July 23, 2024, ****** also reversed all three payments received (March,April and May) for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, they restored the full cost of that shipment, $142.37, as due and payable.  At this time the auto past due billing process was activated to send additional monthly notices advising of this balance.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in January 30, 2024, prior to receipt of your Better Business Bureau complaint. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue. 
  
  We regret to learn that you encountered any issues when attempting to cancel your account via the website.  Although the shipping address noted on your account matches the address provided in your complaint your account does reflect a different billing address and last name.  Since you used ****** the billing information is pulled from that source when you make a purchase.  The difference might have caused some issues with the options available through your online account access.  
  
  While we strive to stay within advertised guidelines for consistency as an exception and a gesture of goodwill, the remaining balances due have been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 10/26/2024

   
  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:09/18/2024

  Type:Service or Repair 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 tried to cancel my account in March. Then, I continued to get charged on my ******. I cancelled there, and then by email. I received a letter in the mail this month with no record of my cancellation asking for payment of a balance. I want my account cancelled and my balance zerod out. When talking to a customer service *** today (9/4/24) they said no supervisor was on site and couldnt explain what time zone they were in. When I asked for an email transcript of our call they hung up on me. Last time I tried to call a month or so ago, they kept me on hold until after business hours which then ended the phone call automatically.

  Business Response

  Date: 09/25/2024

  **** *********
  *******************************************************************
  
  Date: 9/24/24
  
  Complaint ***********
  Account *************
  
  Dear Ms.*********,
  
  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 11, 2024.  Your initial order was sent February 12th for a total cost of $42.34 and billed in full at the time of shipping to the ****** account provided.
  
  On March *******, your 2nd shipment, a 4-piece 90-day replenishment kit, was sent as scheduled for a total cost of $139.72 to be billed in 3 installments over 31-day billing cycles.  The first installment of $46.58 was charged at shipping, leaving a balance of $93.14.
  
  On March *******, your future shipments were customized to contain only the Whitening Pens via your online self-management account access.
  
  Also on March 18, 2024, we received your request to cancel your smileactives account.  Information was provided regarding the remaining balance for your 2nd shipment and scheduled payment dates.  Return instructions were also provided 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.   We regret to learn that your cancellation request was incorrectly processed and would like to apologize that the account was not cancelled at this time. 
  
  Since the account remained active, on June *******, a 3rd shipment (the custom kit) was sent as scheduled for a total cost of $54.04 to be billed in 3 installments over 31-day billing cycles.  The first installment of $18.01 was charged at the time of shipping leaving a balance of $32.03.
  
  Also on June 13th,we received your call inquiring about the charge.  Information was provided regarding the shipment that had just been processed.  We regret that when you requested to speak with a supervisor rather than an offer of a callback due to the late hour, a transfer was attempted resulting in the call being dropped and no resolution offered other than returning this unexpected shipment.
  On July 14, 2024, the 2nd installment of $18.01 for the 3rd shipment was charged as scheduled leaving a balance of $18.02.  On August 14, 2024, we attempted to charge the 3rd and final installment of $18.02 for this shipment but the request was declined by ******.  This activated the auto billing process to send monthly reminders of this remaining balance.
  
  On September 4, 2024, your account was cancelled per your request.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result.  Refunds totaling $36.02 for the 3rd shipment have been issued and the remaining balance of $18.02 cleared.  Please allow 3 5 days for the funds to post to your ****** account.
  
  Please rest assured, your smileactives account remains closed.  Nothing further will be shipped or billed.  Your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  

  Customer Answer

  Date: 09/27/2024

   
  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:09/18/2024

  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 made a purchase of a Smileactives product in July. Today, in saw a pending charge for Smileactives for a purchase I did not make. I tried to log in to my Smileactives account but now they do not have a way to log in to accounts. The customer service representative confirmed that they do not have account log-in available, so I have no way of confirming any of my account details.

  Business Response

  Date: 09/25/2024

  ***** Meraz *****
  ********************************************************************
  
  Date: 9/25/24
  
  Complaint ***********
  Account *************
  
  Dear Ms. ******
  
  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.
  Regrettably, beginning in September due to system upgrades in progress, the online account access for members is currently available.  The access will be restored for active accounts once the upgrade is completed.
  
  Our records reflect that you reenrolled online for automatic shipments of smileactives July 4, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.  You had previously been a member from May 2023 until April 7, 2024, when your initial subscription was cancelled. The purchase of the new introductory kit in July reactivate your membership.  
  
  We do make every effort to be as clear as possible regarding our promotions and offers for smileactives via the website. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  Information regarding the terms of the offer and subscription is provided online before any personal information is entered.  Also,before customers can submit a BOGO order, they must check an empty 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 paym6ents 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 BOGO introductory kit, was sent July 5, 2024, for a total cost of $32.74 and billed in full to the credit card provided.
  
  On August 5, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $91.68 to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.56 was charged at the time of shipping. 
  
  On August 13th, your next shipment scheduled to ship in November was postponed to December 1, 2024, via your online account self-management access.
  
  On September 5th, the 2nd installment of $30.56 for the August shipment was charged as scheduled leaving a balance of $30.56. 
  
  On September 6, 2024, we received your LiveChat regarding the charges. Your account was cancelled per your request.  Information about the total cost of your 2nd shipment, the remaining balance and return instructions were provided since although 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 September 18, 2024, your financial institution reversed the 2nd payment of $30.56 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $61.12 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $61.12 has been cleared.
  
  Your smileactives account remains closed,with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

  Customer Answer

  Date: 09/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though they still ignored some facts that I provided, and make misrepresent what actually happened, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Meraz *****

• Initial Complaint

  Date:09/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ***** ordered the product was unhappy with it it dose not work, so on June 6, 2024 he and canceled the *** told him no further payments would be taken, however two more payments were taken resulting in a charge of ******. We called today September 3 2024 to resolve it. The *** was rude, nasty, and refused to send us to a supervisor they don't speak English they are not in the *** !! Scam scam scam

  Business Response

  Date: 09/24/2024

  ******** Rynkewicz 
  10624 ******* cir
  *****************
  
  Date: 9/24/24
  
  Complaint ***********
  Account *************
  
  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 Mr. ***** enrolled online for automatic shipments of smileactivesMay 5, 2024, with the purchase of a special promotional offer for a 30-day introductory kit. Customers purchasing any of our special offers for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.   
  
  We appreciate Mr. ****** decision to try smileactives but regret to learn that the products did not meet his expectations.  Results vary for each individual and for each product. Some people may see results in 3-7 days when using as directed; for some it will take a longer. This process is a gradual one. Please remember that there are a lot of factors that go into how long the process takes, such as age, medication, eating habits, dental work, etc. It all depends on the stains, how long they have been there, and how deeply rooted they are in the enamel. 
  
   On May 6, 2024, his initial order, a 30-day introductory kit was sent for a total of $53.20 (including $3.25 FL Sales Tax)and billed in full at the time of shipping to the credit card provided.
  
  On June ******, per the terms of his purchase, the 2nd shipment (a full-size 90-day replenishment kit) began processing for delivery and was sent as scheduled June 5th for a total cost of $172.34 (including $11.97 s&h and $10.52 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $57.46 was charged at this time leaving a balance of $114.88.
  
  On June ******, Mr. ****** account was cancelled per his request.  Information was provided regard the order that had just shipped.  Please be advised, although 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.
  
  Since the 90-day replenishment shipment was not returned, on July 6th the 2nd installment of $57.45 for this shipment was charged as scheduled; the 3rd and final payment of $57.43 was charged on August 6th, at which time the account was paid in full.
  
  On September 7, 2024, his financial institution reversed the 2nd and 3rd payments for the 2nd shipment. While these chargebacks created a credit in Mr. ****** favor with his financial institution, it restored the amount of $114.88 as a balance due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On September 9, 2024, we received your call inquiring about the notices.  The total cost of the full-size replenishment shipment and the three payments were explained.  We regret to learn that when an attempt was may to reach a supervisor per your request the call disconnected. 
  
  
  Although the 60-day guarantee has expired for the 2nd shipment, as a gesture of goodwill the remaining balance of $114.88 has been cleared.
  
  Mr. ****** smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  Im a senior citizen, w limited budget. Saved to buy this product online; never saw anywhere that such order involved a membership. I was shocked when I saw a charge on my dwindling bank account from this fraudulent company. When I called to inquire I informed them, first, product does not work AT ALL; second, I had not ordered this product. Now I have to pay in order to return and get my money back, which Im afraid wont be returned on a timely manner. This is fraud and taking advantage of poor people like me!

  Business Response

  Date: 10/12/2024

  ******* ******
  *********************************
  *****************
  
  Date: 10/10/24
  Complaint ***********
  Account *************
  
  Dear Ms.******,
  
  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 smileactivesAugust 3, 2024, with the purchase of a special promotional offer for a 30-day introductory kit. Customers purchasing any of our special offers for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart in bold print prior to any personal information being entered.  More specifically, the offer you purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a full-size supply of Smileactives Pro Whitening Gel. Each shipment will be charged to the payment method you provide today, in three monthly payments of $24.95 plus $3.99 for shipping and handling. All orders are subject to applicable sales tax.   Additionally, before customers may finalize a membership purchase, they must check an empty 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 regret to learn that the smileactives Pro Whitening Gel did not meet your expectations.   Results vary for each individual and for each product. Some people may see results in 3-7 days; for some it will take longer. This process is a gradual one. Please remember that there are a lot of factors that go into how long the process takes, such as age, medication, eating habits, dental work, etc. It all depends on the stains,how long they have been there, and how deeply rooted they are in the enamel.
  
  On August ******, your initial order (a 30-day introductory supply) was sent for a total of $26.95 (including $2.00 TX Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  On September 4, 2024, according to the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $90.53 (including $8.97 s&h and $6.71 TX 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 leaving a balance of $60.35.
  
  Per your request, your account was cancelled on September 11th.  Return instructions were provided.  As a courtesy the remaining balance of $60.35 was cleared prior to the receiving your return.
  
  On September 20, 2024, your 2nd shipment was processed as returned to our facility,within the 60-Day Money Back Guarantee, at which time a refund in the amount of $20.49. Per the terms of our 60-Day Money-Back Guarantee, the $9.69 (s&h plus any applicable tax) was not refunded.
  
  Rest assured your smileactives account remains closed,with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband saw an ad and wanted to try this product, smilesactives So we tried it were not happy with the product at all. Try to cancel 30 something dollars for the trial. They shipped us a second one40 something dollars and I told him do not send us no more cancel everything.Did I get a bill for ****** saying that the second shipment was full size it wasnt I talked to two different people with no fixing this if Im gonna pay the full price then send me the full product never happened were an older couple I told my husband no more buying stuff from some ad he may see paid the bill and I told him the least they should do is send me the full products never happened never could find the corporate office to contact somebody with power

  Business Response

  Date: 09/13/2024

  ******* ********
  *************************************************
  
  Date: 9/11/24
  
  Complaint ID: ********
  Account 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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives July 12, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit 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 BOGO introductory kit (which included 1.0oz Power Whitening Gel and 4 fl. oz Restore Oral Rinse, was sent July 12, 2024, for a total cost of $37.74 (including $2.79 TX Sales Tax) and billed in full to the ****** account provided.
  
  On August 11, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit including 3.8oz Power Whitening Gel and 16 fl. oz Restore Oral Rinse) began processing for delivery as scheduled for a total of $126.16 (including $11.97 s&h and $9.34 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received a payment authorization for the 1st installment of $42.06 at this time from PayPal. 
  
  On August 13, 2024, your account was cancelled per your social media request. Information regarding the shipment already being processed and return instructions were provided, as orders that have already processed at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Your 2nd shipment was sent but when we attempted to finalize the previously authorized 1st installment of $42.06 on August 13th the request was declined by ****** leaving the full cost of $126.16 as a remaining balance due and payable. At this time the auto past due billing process was activated to send monthly invoices advising of this balance.  Per **** tracking number **************************, this shipment was delivered on August 17, 2024.
  
  On August 24, 2024, we received your LiveChat inquiry regarding the billing. The remaining balance for the 2nd shipment and billing notices were explained.   On August 27th, we received your payment of $126.16 via credit card you provided.  At this time your account balance was paid in full.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:08/30/2024

  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 signed up for the promotion and tried the products which are no better then anything at *******. They sent me another box of toothpaste and a bill for $84.19. I returned the package of products. They keep saying they did not receive the return that I paid over 15$ to mail. Since then they have sent over 5 letters demanding payments. I called them and they again denied getting the return. I am now receiving emails demanding payment of $84.19 for toothpaste!! Please assist me or I will file a harassment lawsuit.

  Business Response

  Date: 09/06/2024

  **** ********
  ***************************************************************************************
  
  Date: 9/3/24
  
  Complaint ID: ********
  Account 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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives January 20, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  All of the Buy One Get One offers include replenishment shipments.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit, was sent January 22, 2024, for a total cost of $37.88 (including $2.93 NV Sales Tax) and billed in full to the ****** account provided.
  
  On February 21, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $126.60 (including $11.97 s&h and $9.78 NV Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $42.21 was charged at the time of shipping leaving a balance of $84.19.
  
  On March 23, 2024, the 2nd installment of $42.20 for your 2nd shipment was charged as scheduled leaving a remaining balance of $42.19.
  
  Also on March 23rd, your account was cancelled per your request.  Information about your 2nd shipment, the remaining balance and return instructions were provided. Please be advised 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 are returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 25, 2024, ****** reversed the 2nd installment of $42.20 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $84.19 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On April 6, 2024, we received your LiveChat inquiry regarding the billing notice.  The remaining balance and billing was explained.  Return instructions were provided again.
  
  On May 4, 2024, we received your call asking if we received your return.  At this time, you were advised that no return was reflected on your account.  Our records indicate that you were asked for proof of return and stated you would look for the tracking information then call back.
  
  When you contact us again on August 22, 2024, the balance was cleared, and a refund of $42.21 was issued.  Due to the previous chargeback from ****** this refund was issued via a check which was mailed August 29, 2024. Please allow 7-10 business days for the refund check to be delivered.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:08/30/2024

  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.

  Purchased an introductory offer early this year. Paid. Samples came. Used the product and was not satisfied. Unbeknownst to me another full size was auto shipped and billed. I refused delivery, wrote return to sender on the package and called to complain. They cancelled, but still insist on billing for the returned product. They are shady and will not reverse the billing. I will not pay for a product I refused, and they are not standing behind their claim of satisfaction. They use deceptive practices and charge for something I refused.

  Business Response

  Date: 09/06/2024

  
  ****** ******
  3771 E Sumo Octavo
  ******* ** 85718
  
  Date: 9/4/24
  
  Complaint ID: ********
  Account Number: ******
  
  Dear Ms. *******
  
  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 17, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  All of the Buy One Get One offers include replenishment shipments.  Information regarding the terms of the offer and subscription is provided in three places online before an order can be submitted.  First on the special offers page of our website before an offer is selected; 2nd in the shopping cart, in bold print to draw a customers attention prior to any personal information being entered.  Finally, before customers can submit an order, they must check an empty 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 paym6ents 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 subscription on our website as well as by phone. However, customers who choose to place one-time orders are only offered our retail prices.  All purchases are backed by a 60-day Money Back Guarantee.
  
  Your initial order, a 30-day introductory kit, was sent February 19, 2024, for a total cost of $26.47 (including $1.52 AZ Sales Tax) and billed in full to the ****** account provided.
  
  On March 21, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $88.92 (including $8.97 s&h and $5.10 AZ Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.64 was charged at the time of shipping leaving a balance of $59.28.
  
  On March 26, 2024, we received your request to cancel your subscription.  Information was provided regarding the remaining balance and return instructions. since orders that have already shipped will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee. We regret to learn upon review that this request was incorrectly processed, and your account was not cancelled at this time.
  
  On April 21st,since your account did not reflect any returns, we attempted to process your 2ndinstallment of $29.64 as scheduled but the request for payment was declined by ****** leaving a remaining balance of $59.28 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  
  On May 8, 2024, per your written request, your account was cancelled.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.
  
  On August 21, 2024, we received your call about the billing notices.  You informed us that you had refused the 2nd shipment.  At that time the *** for the shipment had expired and your account still did not reflect any returns.  We regret to learn that the call was lost when transferred to a supervisor. Please be advised, by returning a product via "Return to Sender" without verifiable proof of mailing, oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director