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:07/21/2024

  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.

  Smileactive I canceled the second order last month and they said they had to go ahead and charge me because it had shipped, but she assured me she canceled it well this month as of today they are charging me again. I called their customer service, which is a joke some dude in the *********** that I couldnt understand couldnt explain anything to me and it took me probably 20 minutes to even get to a real person

  Business Response

  Date: 07/29/2024

  ***************************
  *************************************************************************
  
  Date: 7/25/2024
  Complaint ID: ********
  Account 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 May 13,2024, with the purchase of a special offer of a Buy One 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 offer for a BOGO 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.
  
  On May 14, 2024, your first shipment, a 30-day introductory kit, was sent for a total of $53.94 (including $3.99 TX Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on June 13, 2024, your 2nd shipment (a 90-day replenishment supply)began processing for delivery as scheduled for a total of $116.53 (including $11.97 s&h and $12.95 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from your credit card for the 1st installment of $58.27 at this time.  The shipment was sent the following day, June 14th, and the authorized payment of $58.27 was finalized as a charge leaving a balance of $116.50.
  
  Also on June 13th, your account was cancelled per your request.  Information was provided regarding your 2nd shipment and the remaining balance.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On July 15, 2024, the 2nd installment of $58.26 for your 2nd shipment was charged as scheduled leaving a balance of $58.24.  Also, on July 15th we received your LiveChat inquiry and call regarding the charge.  The account cancellation was confirmed and an explanation of the billing for your 2nd shipment was provided.
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $58.24 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  Date:07/21/2024

  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.

  In October 2023 I purchased a teeth whitening toothpaste from Smileactives and paid for the product through PayPal. Smileactives offered a 60 day money back refund minus shipping. I returned the toothpaste in December prior to the 60 day return date. After returning the product no refund was issued. I disputed the charges through paypal and received a credit. A new shipment for a 90 day supply of toothpaste was sent and a bill for ***** was issued. I called Smileactives to dispute the the new product and discussed my prior order. After an hour long conversation with customer service ********************** agreed to send me a postage paid label to return the product which I never ordered. I sent the product back to Smileactives and they keep sending me invoices, emails and the threat of future collection efforts. The customer number for this account is ******, order#*******, balance due $*****. Smileactives contact #**************. Please help resolve this issue as I have perfect credit and do not want any collection activity on my record. Thank you for your help.

  Business Response

  Date: 07/29/2024

  *******************************
  *************************************************************************
  
  Date: 7/25/2024
  Complaint ID: ********
  Account Number: ******
  
  Dear **************************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives October 28, 2023, with the purchase of a special offer of a Buy One Get One Free 30-day introductory kit which included a subscription.
  
  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 offer for a BOGO 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 subscription is clearly stated in three places online before an order can be submitted.  Before customers may finalize their purchase, they must check a box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  On October 30,2023, your first shipment, a 30-day introductory kit, was sent for a total of $27.57 (including $2.62 IL Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase,on November 29, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $92.62 (including $8.97 s&h and $8.80 IL Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.87 was charged at this time leaving a balance of $61.75.
  
  On December 11, 2023, our records reflect that we received your phone request to cancel your smileactivesaccount, but you accepted an offer to postpone future shipments instead, at which point regular shipments would resume.   Information was provided regarding the remaining balance for your 2nd shipment and the available 60-day Money Back Guarantee.  We regret to learn that the postponement was not processed correctly and the scheduled ship date for your next replenishment,February 29, 2024, remained unchanged.
  
  On December 30, the 2nd installment of $30.57 for your 2nd shipment was charged as scheduled; the 3rd and final payment of $30.88 was charged on January 30, 2024, at which time your account was paid in full.
  
  You stated in your complaint that you returned both shipments.  Our records do not reflect that either were received.   Unfortunately, if a shipment is returned via "Return to Sender" without verifiable proof of mailing, it oftentimes results in a package never being received back to our facility to process a return credit.  Or if a return does reach our facility but there is no information included (like invoice or customer contact information) to locate the order then the return cannot be processed.
  
  On February 28, 2024, your 3rd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $92.62 (including $8.97 s&h and $8.80 IL Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from PayPal for the 1st installment of $30.87 at this time.  The shipment was sent the following day,February 29th, but when we attempted to finalize the previously authorized payment of $30.87 at that time, the request was declined by PayPal.  This left the full balance of $92.62 as due and payable.
  
  Also on February 29, 2024, PayPal reversed all the payments received for both of your previous shipments as well.  While these chargebacks created a credit in your favor with PayPal, it restored the amounts of $27.57 and $92.62 as due and payable since your account did not reflect any returns.   At this time the auto past due billing process was activated to send monthly notices advising of the three balances.
  
  Your account was cancelled due to the chargebacks.  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 are returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 18, 2024, we received your call regarding the billing notices.  The remaining balances were explained, and your account cancellation confirmed.  When you informed us that you had returned the first two shipments a request was submitted for a supervisor to review you request to clear the balance since no returns were reflected in your account and the ****** MBG had expired for your first two shipments.  After review, the balances for your initial order and 2nd shipment were cleared as an exception to our advertised policy.   Also, as a courtesy a prepaid return label was sent to assist with the return of your 3rd shipment.
  
  On May 14, 2024, your 3rd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired.  Since this was an automated process, no credit was issued to clear the balance of $92.62 for this last shipment and the automated billing notices continued.
  
  This remaining balance of $92.65 has now been cleared.  You will receive no additional billing notices.  Per your request we 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:07/09/2024

  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.

  2 whitening pens were empty !! tried many times nothing came out. would like replacements. I would like cantaloupe cooler and citrus spritz if i can choose. The two pens that failed were vanilla mint. Thank You , ******** Swing

  Business Response

  Date: 07/16/2024

  ******** Swing
  ****************** Ln
  *****************
  
  Date 7/15/2024
  Complaint ID: ********
  Account Number: ******
  
  Dear Ms. ******************* you for contacting us through the Better Business Bureau.  We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that you may have experienced any issues with our Advanced Whitening pens, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any issues are documented and addressed.
  
  In the meantime, an order for replacements has been processed.  Please allow 7 10 days for the replacements to reach you.
  
  We appreciate your decision to take advantage of our smileactives replenishment program.
  
  Your account remains active with the next regular shipment scheduled for September 29, 2024.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to cancel this service I didnt even know I was part of. I keep being put on hold and then message says number you called not in service.

  Business Response

  Date: 06/26/2024

  ***********************
  *********************************************************************
  
  Date: 6/26/24
  Complaint ***********
  Account *************
  
  Dear ****************,
  
  Dear ************************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. 
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on November 9, 2023, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.   As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is on the website before an offer is selected and in the shopping cart order summary prior to any personal information being entered. In addition, before customers may finalize a subscription 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 empty 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 (plus a Vibrite Sonic Toothbrush Kit) was sent November 9, 2023, for a total cost of $53.95 (including $4.00 TX Sales Tax) and billed in full to the credit card provided.
  
  On December 11, 2023,per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit)was sent as scheduled for a total of $174.77 (including $8.97 s&h and $5.44 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.27 was charged at the time of shipping; the 2nd and 3rd installments of $58.26 and $58.24 were charged on January 11, 2024, and February 11, 2024, respectively.
  
  On March 12, 2024,your 3rd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $174.77 (including $8.97 s&h and $5.44 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $58.27 was charged at the time of shipping; the 2nd and 3rd installments of $58.26 and $58.24 were charged on April 12, 2024, and May 13, 2024, respectively.
  
  On June 12, 2024,your 4th shipment (the third 90-day replenishment kit) was sent as scheduled for a total of $174.77 (including $8.97 s&h and $5.44 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58.27 was charged at the time of shipping leaving a balance of $116.50.
  
  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 November 9, 2023, prior to receipt of your Better Business Bureau complaint.  Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  As a gesture of goodwill, and in exception to our advertised policy (which states that 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) the remaining balance due of $116.50 for your 4th shipment has been removed.   If you would like to take advantage of the 60-Day Money Back Guarantee available for this shipment, you can simply return the product within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling) by following the return instructions on the website.
  
  Your smileactivesaccount is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/13/2024

  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 have been trying to get my Prolite LED Teeth whitening device, purchased on 2/27/2024 replaced or refunded from March 5, 2024, to present, June 11, 2024. I purchased this for my husband as a gift. That did not occur. They kept sending products, gel pens, and whiteners. I called using customer service number ************ and robo chat. I was not able to cancel my subscription and was threatened that replacement parts would not come if I did. I have also reached out and filed a complaint to PayPal regarding them, and sent letters to:Smileactives *************************************** Smileactives *************************************************************************************************************** Oraceutical LLC c/************************************************* ************************************ My PayPal account has been charged. Feb 27 $2.40 Feb 27 $63.55 March 27 $46.59 April 27, 2024 $46.58 May 28 ***** order # ******* for $254.10 Each time I contacted, I was told a replacement was on the way so that I would not have to send the entirety back and pay postage, etc. More products kept coming and being billed. Today when I contacted I was given the tracking number for the replacement Pro Lite LED ******** device. When I checked, it was another shipment of ******** and gel. I asked for the business address and was given an Ohio address which is the fulfillment center. The subscription totals for products are different and should be the same.My husband and I saw this advertisement and then saw that it was sold through various companies, including AMAZON, but bought directly.I was greatly misled at each point of contact, both over the chat and over the phone, and then billed for it!

  Business Response

  Date: 06/24/2024

  *****************************
  ************************************************************************************
  
  Date:6/19/24
  Complaint ID: ********
  Account 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 24, 2024, with the purchase of a special offer for Buy One 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 offer for a BOGO 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 subscription, and cost of full-size replenishment kits, is provided in the shopping cart summary -in bold print- before any personal information is entered. We regret if you found the offer unclear in any way.
  
  Your initial order (a BOGO 30-day supply) included two 1oz Power Whitening Gels and two Advanced Whitening Pens for $39.95.  You also added a ProLite Advanced LED Whitening Device for a special promotional price of $20 (over 60% off the retail price).  This order was shipped February 27th for a total cost $65.95 (including $6.00 MD Sales Tax) which was charged in full at this time to the PayPal account provided.
  
  Per the terms of your purchase, on March 27, 2024, your 2nd shipment (a 90-day replenishment supply) was sent for a total of $127.05 (including $8.97 s&h and $5.27 AZ Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $46.59 was charged at the time of shipping.  The 2nd installment of $46.58 was charged on April 27th as scheduled leaving a balance of $46.57.
  
  Also on April 27th, we received you phone inquiry about the ProLite LED Whitening device and request to cancel.  A replacement was offered.  Our records reflect that instead of cancelling you agree to leave the subscription active.  Information was provided regarding the remaining payment due for your 2nd shipment.  We regret to learn upon reviewing your account that the replacement order was processed incorrectly, and the order did not ship.
  
  On May 28, 2024, the 3rd and final payment of $46.57 for your 2nd shipment was charged as scheduled, at which time your account was paid in full.
  
  On May 29, 2024, we received your LiveChat informing us you had not received a replacement for the ProLite device and inquiring about the recent charge.  The 3 payments for your 2nd shipment were explained and a replacement order for your 2nd shipment was processed and shipped June 3rd.  A request was submitted to our support team to issue a replacement for the ProLite LED Whitening device.  The replacement for the ProLite device was sent June 5th.
  
  On June 8, 2024, your future shipment scheduled for June 28th was postponed until July 1st and customized to include only one item, Tartar Control Toothpaste.
  
  On June 11, 2024, we received your call about the replacement, per your request you were transferred to a supervisor, who confirmed that the ProLite device has shipped June 5th and provided tracking numbers.   When you ask about returning the initial order with device you were advised that the 60-day Money Back Guarantee had expired as it was ordered in February.
  Per **** tracking numbers the replacement shipments were delivered as follows:
  
  Your 2nd shipment replacement (#**************************) was delivered June 8th.
  The ProLite LED Whitening device (#****************************** delivered June 10th.
  
  On June 12, 2024, PayPal reversed $62.35 of the payment received for your initial order (1st shipment). While this chargeback created a credit in your favor with your financial institution, it restored the amount of $62.35 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled due to the chargeback.
  
  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. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  As a gesture of goodwill and in exception to the advertised guarantee, the remaining balance of $62.35 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
  

• Initial Complaint

  Date:06/13/2024

  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.

  This company sent product after I cancelled the account through my PayPal account. They continue to harass me for payment . I have offered to return this unwanted product but no one will provide return information. I want this billing to stop.

  Business Response

  Date: 06/24/2024

  *******************************
  ****************************************************************************************************
  
  Date: 6/19/24
  
  Complaint ID: ********
  Account Number: ******
  
  Date: 06/19/24
  
  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 March 4, 2024, with the purchase of a Buy One Get One free offer of our Power Whitening Gel.
  
  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 offer for a BOGO 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 introductory kit was shipped March 5th for a total cost of $26.70 (including $1.75 FL Sales Tax) which was charged in full at this time to the PayPal account provided.
  
  Per the terms of your purchase, on April 4, 2024,your 2nd shipment (a 90-day replenishment supply) was sent for a total of $89.69 (including $8.97 s&h and $5.87 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.30 was charged at the time of shipping leaving a balance of $59.79.
  
  On April 5th, your subscription was cancelled per your request.  You were informed of the shipment that had just been sent the day before and stated you would return it.  Please be advised that while cancelling an account stops 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.  We regret to learn that you were told to refer to the shipment invoice for return address and were not informed of the remaining balance before your call ended.
  
  On May 5, 2024, the 2nd installment of $29.90 was charged as scheduled leaving a balance of $29.89.
  
  On May 6, 2024, PayPal reversed the 2nd installment of $29.90 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $59.79 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the 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 either before or since May 5, 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.
  
  Although your 2nd shipment has not been returned, as a gesture of goodwill and an exception to our advertised satisfaction guarantee the remaining balance due of $59.79 has been cleared which will stop the billing notices.  Also, per your request, we have removed your contact information from our marketing database. 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:06/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ******* O ordered 2 for 1 deal of SmileActives teeth ********, this company sent me a second order which I didn't request, I returned the item and insist on charging me $60. I call them and they told me the problem was solved, then I received a notice from NORTH SHORE AGENCY phone # ************ for $60

  Business Response

  Date: 06/24/2024

  ***************************
  1901 America St,
  PO Box 1195
  **************, ********
  
  Date: 6/19/24
  
  Complaint ID: ********
  Account Number: ******
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives July 7, 2023, with the purchase of a special offer of a Buy Get ************** Whitening Gel 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 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 subscription is provided three *********************** before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- 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.
  
  On July 31, 2023, your first shipment, a 30-day BOGO Power Whitening Gel introductory supply, was sent for a total of $27.06 (including $2.11 LA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on August 31, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $90.90 (including $8.97 s&h and $7.08 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.30 was charged at the time of shipping leaving a balance of $60.60. 
  
  On September 2, 2023, we received your phone inquiry about the recent charge.  Information was provided regarding your 2nd shipment still in transit, the cost and installment plan.  We regret to learn that the call ended before you were informed that your subscription remained active.
  
  The 2nd and 3rd installments of $30.30 and $30.30 for your 2nd shipment were charged on October 1st and November 1, 2023, as scheduled.  As this time your account balance was paid in full.
  
  On December 1, 2023, your 3rd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $91.74 (including $8.97 s&h and $7.92 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.58 was charged at the time of shipping leaving a balance of $61.16. 
  
  On December 13, 2023, your financial institution reversed the 1st payment of $30.58 for your 3rd shipment and the 2nd and 3rd payments of $30.30 each for your 2nd shipment. While these chargebacks created a credit in your favor with your financial institution, it restored a total of $152.54 due and payable ($91.94 for the 3rd shipment; $60.60 for the second).  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On December 21,2023, your 3rd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a credit was issued which cleared the balance due of $91.94 for that shipment.  The auto past due billing process was updated so the monthly notices would now reflect only the balance of $60.60 for your 2nd shipment.
  
  After we received no response to the monthly billing notices the balance was turned over to ****************** for collections in May.  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 September 2,2023, until May 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 May 13, 2024, we received your inquiry about the balance and billing notices.  You were informed that the balance was still due for the 2nd shipment because of the chargebacks. When you stated that you had not received that shipment it was explained that the 60-day Money Back Guarantee had expired in October and the balance could not be cleared.  As an exception to our guarantee a replacement was offered once balance paid. When that was declined, a request was submitted to forward your concern to our support team for review.  We regret to learn that do due to an error that request was not forwarded to the correct department and therefore no additional action was taken.
  
  Although we were not informed that the August shipment had not been received until your May 13th call (long after the *** expired) as an exception to our advertised guarantee policy the balance of $60.60 has been cleared. Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  

• Initial Complaint

  Date:06/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is with Smile actives. I ordered ONE unit of the product and instead was apparently enrolled in a subscription service without my knowledge. Now the company has my bank account number and is making automatic deductions. I called Smile actives and was told IN WRITING that my subscription would be cancelled. Yet, on June 6, 2024 I was again charged $29.64. I called to file a complaint and was told there was "nothing they could do." I asked to speak to a manager and was on holy briefly then disconnected.

  Business Response

  Date: 07/04/2024

  *******************************
  2972 Paddock Trl
  ******, GA 30096
  
  Date: 6/18/24
  Complaint ID: ********
  Account 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 January 28, 2024, with the purchase of a special offer of a Buy Get ************** Whitening Gel 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 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 subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- 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.
  
  On January 29, 2024, your first shipment, a 30-day BOGO Power Whitening Gel introductory supply, was sent for a total of $26.45 (including $1.50 GA Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on February 29, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.85 (including $8.97 s&h and $5.03 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.62 was charged at the time of shipping.  The 2nd and 3rd installments of $29.62 and $29.61 were charged on March 31st and May 1, 2024, as scheduled. 
  
  On May 31, 2024, your 3rd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $88.85 (including $8.97 s&h and $5.03 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.62 was charged at the time of shipping. 
  
  On June 2, 2024, your account was cancelled per your LiveChat request.  We regret to learn that your call ended before information regarding your 3rd shipment in process could be provided.  Please be advised, orders that have already processed at the time of cancelation will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Your 3rd shipment was sent; the previously authorized payment of $29.62 was finalized as a charge on June 4th leaving a balance of $59.23.
  
  While we strive to stay within advertised guidelines for consistency, as a gesture of goodwill and in exception to the advertised guarantee, the remaining balance of $59.23 has been cleared. 
  
  All shipments are covered by a 60-day Money Back Guarantee.  If you would like to take advantage of the 60-Day Money Back Guarantee available for this last shipment, you can simply return the product(s) - even if empty -within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling) by following the instructions found on the website or calling customer service. 
  
  Your ******************** account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  
  

• Initial Complaint

  Date:06/07/2024

  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.

  When changing the brush head, it was very difficult to get off. It eventually came off, but the prong broke off. I can no longer attach the brush to the toothbrush holder.

  Business Response

  Date: 06/14/2024

  **************************************
  ***********************************************************************
  
  Date: 6/12/24
  
  Complaint ID:  ********
  Account Number: ******
  Dear *******************************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that you experienced issues with the Vibrite Sonic Toothbrush which was included with your introductory order.  A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any issues are documented and addressed.   We also regret the delay in responding to your complaint filed with the Better Business Bureau on May 5, 2024, as we only received this complaint on June 7th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives October 7, 2023.
  
  On October 9, 2023, your initial order (a 30-day introductory kit BYGO offer of our Power Whitening Gel) was sent for a total of $37.05 which included $2.10 sales tax and an additional $10 for a Vibrite Sonic Toothbrush kit.
  
  On November 8, 2023, per the terms of your purchase, your 2nd shipment, a 90-day supply, was sent for a total of $123.83 (including $11.97 s&h plus $7.01 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles.The first payment of $41.29 was charged at the time of shipping leaving a balance of $82.54.
  
  Per your request your account was cancelled on December 27, 2024, which stopped future shipments.  You were informed of the remaining balance as cancelling does not cancel any balance due for orders that have already been shipped.  A payment of $82.54 for the remaining balance was received on March 18, 2024.  At this time your account balance was paid in full.
  
  We do offer a 60-Day Money Back Guarantee for smileactives products: while the Vibrite Sonic Toothbrush is no longer within this guarantee period, as a gesture of goodwill (an exception to our advertised guarantee) a replacement has been ordered.  Please allow a minimum of 7 10 business days for the order to be delivered.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product ordered in January 2024. Received a 1oz bottle of product. Did not work. Called company to ****** in February 2024. Have not received any additional product. Have been told 3 different versions by SmileActives. Billing me $30.18 for a cancelled product.Would like the $30.18 to be removed and my account closed. The account was supposed to have been closed in February 2024.

  Business Response

  Date: 06/14/2024

  *****************
  191 ***** Farm Rd
  **********************
  
  Date: 6/12/24
  
  Complaint ID:  ********
  Account number: ******
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on December 11, 2023, with the purchase of a 30-day introductory Buy One Get One Free special offer for our Pro Whitening Gel.
  
   We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.   As part of their initial purchase, customers selecting an offer which includes a subscription, 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, was sent December 11, 2023, for a total cost of $26.95 (including $2.00 GA Sales Tax) and billed in full to the PayPal account provided.
  
  On January 11, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $90.52 (including $8.97 s&h and $6.70 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.17 was charged at this time; the 2nd installment of $30.17 was charged as scheduled on February 11th leaving a balance of $30.18.
  
  On February 13, 2024, your account was cancelled per your request.   We regret to learn that the call was ended before information regarding your account status, remaining balance and payment could be provided. 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 March 13, 2024, the 3rd and final installment of $30.18 was charged as scheduled.  At this time your account balance was paid in full.
  
  On March 19,2024, PayPal reversed the 3rd payment of $30.18 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full cost of $30.18 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 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer Answer

  Date: 06/20/2024

   
  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,
  
  *****************