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: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,
  
  *****************

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/24/2023, I made an online purchase for a Smileactive tooth whitening product for $29.75. There was a two for one special so I received two items. Obviously, this should last a while. On 9/24/2023, I received an additional product and $29.75 was charged to my credit card. I now have three products that should last me a while. Shortly after this charge, my credit card was compromised, and as Smileactives did not have my card number, I was not concerned about additional charges. Then I started getting bills from them for $59.51 although I had not received additional products. I contacted **************** and was told that I had been sent another order. (Do we really think that they would have sent me a product if they didn't have a payment method?) They refused to work with me on this and continued to send me bills that I ignored. Now, I have received correspondence from ******************** a collection agency seeking payment for this $59.51.I have looked on line and see numerous complaints about this company (only wish I had looked before my purchase). The complaints describe the same scenario - "misleading deal", '"auto subscription scam", "horrible"', "so frustrating"' "fraudulent subscription".In addition to this company being fraudulent, the product was not effective either.I would like this bogus charge removed,, have the collection agency discontinued, and want no further contact from this company.

  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on May 6, 2024, as we only received this complaint on June 7th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 24, 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 automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments 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; second in the shopping cart prior to any personal information being entered; this is in bold lettering so that the information stands out to draw the customer's attention. More specifically,the shopping cart summary for the Buy One Get One offer of Pro Whitening Gel that you purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.  Lastly, 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 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, was sent August 24, 2023, for a total cost of $26.57 (including $1.62 FL Sales Tax) and billed in full to the credit card provided.
  
  On September 25, 2023, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $89.26 (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 $29.75 was charged at this time leaving a balance of $59.51.
  
  On October 26, 2023, we attempted to process your 2nd installment of $29.75 for your 2nd shipment, but your charge card was declined by your financial institution.  At this time the auto past due billing process was activated to send monthly reminders of the balance due.   Please note no additional shipments were sent after your credit card was compromised.  The next shipment scheduled for December was placed on hold.
  On March 1, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance.  At your request the call was transferred to a supervisor who explained the total cost of the 90-day replenishment shipment and the reason for the balance. While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.   The balance will continue to be billed until paid in full or the shipment is returned for credit within the 60-day return period.
  
  Every shipment is covered by a 60-day Money Back guarantee; but at the time of your call the *** for your 2nd shipment had expired.   We regret that we had not heard from you sooner, but 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 March 1, 2024. Our website offers multiple options to contact us via email, phone, or chat.
  
  On April 17, 2024, the balance due of $59.51 was turned over to ****************** for collection since no payment had been received.
  
   Please keep in mind that the reviews and complaints that the Better Business Bureau receives are a very small portion of our customers.  Also, happy customers generally do not leave any kind of reviews regarding their experience.  We do make every effort to make the offers as clear as possible on our websites (as stated above), as well as by phone.
  
  As a gesture of goodwill and in exception to our advertised guidelines, the account balance of $59.51 has been cleared. Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Per your request, we have removed your contact information from our marketing database. We ask that you please allow 10 business days for this removal to take effect.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  
  

• Initial Complaint

  Date:06/07/2024

  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.

  Originally shipment was $29.95. now I realize my new shipment is $95.! For same product...

  Business Response

  Date: 06/14/2024

  ***********************
  9236 Tiara **
  *******************************
  
  Date: 6/13/24
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on May 2,2024, as we only received this complaint on June 7th.
  
  Our records reflect that you re-enrolled online for automatic shipments of smileactives January 31, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for [product] via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. As part of their initial purchase,customers purchasing an introductory kit which includes a subscription are informed they will receive automatic full-size replenishment shipments until they contact customer service to cancel or make changes to their membership.  This information (including the cost of the replenishment kits) is clearly stated in the shopping cart order summary-in bold print-prior to any personal information being entered. More specifically the order summary for 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 new three-month supply of Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.  We regret if you found the offer unclear in any way.
  
  On January 31, 2024, your first shipment, a 30-day (1 oz tube) introductory supply, was sent for a total of $32.04 and charged in full at the time of shipping to the PayPal account provided.
  
  Our records indicate that on February 13, 2024, we received your phone request to cancel your smileactivesaccount, but you accepted an offer to postpone future shipments instead. The account was placed on hold until May 2nd, at which point regular shipments would resume.
  
  Per the terms of the agreement on May 2, 2024, your 2nd shipment, a 90-day supply (3oz tube), was sent for a total of $80.09 (including $5.24 FL Sales Tax)to be billed in 3 installments over 31-day billing cycles. The first installment of $29.90 was charged at the time of shipping; the 2nd installment of $29.90 was charged June 2nd as scheduled leaving a balance of $20.29.
  
  On June 3, 2024, your account was cancelled per your request.  The billing was explained.  When you informed us that you had not received the 2nd shipment a refund was offered. We regret to learn that the refund was incorrectly processed, and a replacement order was shipped instead on June 5th.  We apologize for any confusion this may have caused.
  
  The remaining balance of $20.29 has now been cleared and a refund of $59.80 issued.  Please allow 3 5 business days for the refund to post
  
  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:

  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 was enrolled in an autopay without my authorization. I blocked Smileactives on my PayPal account however they have a $41.53 pending on something I didn't order . PayPal suggested I contact them to resolve. I did speak to someone in broken English from ***** and they canceled a membership i never signed up for. This person stated they would remove the pending status however 3 days later it's still pending. I attempted to call them back however now it seems impossible to speak to someone...I called PayPal and they said they couldn't cancel the pending status...only the merchant could.PayPal said they'll probably take my money and I'd have to file a dispute. What a scam outfit...the product is worthless and they're a scamming thieves to boot!

  Business Response

  Date: 06/14/2024

  ***************************
  1627 Pennfield Dr
  ***********************
  
  Date: 6/13/24
  
  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 April 19, 2024, with the purchase of a special offer of a Buy 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 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.  We do offer the ability to purchase smileactives products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.
  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. More specifically the order summary for 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 new three-month supply of Daily Pro Whitening Gel and 3 Replacement Brush heads. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 plus $3.99 for shipping and handling per month. All orders are subject to applicable sales tax. This information is provided a 3rd time beside the empty box that must be checked before a subscription purchase can be submitted.  That box 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 April 22, 2024, your first shipment, a 30-day Power Whitening Gel BOGO introductory kit, and the Vibrite Sonic Toothbrush Kit was sent for a total of $32.04 and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on May 21, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $124.56 (including $11.97 s&h and $7.74 NJ 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 $41.53 at this time.
  
  On May 22, 2024, your account was cancelled per your request.  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 processed at the time of cancellation will be shipped and will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Also on May 22nd, your 2nd shipment was sent but when we attempted to finalize the previously authorized payment $41.53 at this time, the request was declined by PayPal. This left the full remaining balance of $124.56 due and activated the past-due billing process to send monthly notices advising of this balance.
  
  On May 28th, we received your phone inquiry regarding the billing.  Information was provided regarding the 2nd shipment total cost, and remaining balance due to the declined payment. Return instructions were provided.
  
  On June 12, 2024, your 2nd shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time the balance of $124.56 was cleared. 
  
  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: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.

  At the end of April, I placed an order on line with Smilactives. I gave the rep all my info including cc number and the three digits on the back of the card and my verbal authorization to place my order. One week later I called (May 6 11:35am) to track my order and no one could pull up any info on me. So I replaced my order figuring I pressed the wrong button, and once again gave all my info. I received an email confirming receipt of order with a confirmation number DWSAA02FC708. I tried the chat earlier this evening and no one could find me or my order. I called ************ and asked for a supervisor, explained my dilemma to no avail. The rep repeated she could not pull up any info and hung up. I don't care about the product, I care all my info, including my cc number is out there in internet land. Please advise. ***************************

  Business Response

  Date: 06/17/2024

  ***************************
  8109 *******************************************************
  
  Date:6/13/24
  Complaint ID: ********
  Account Number: NA
  
  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.
  
  After reviewing our system, we regret to learn that your smileactives online order DWSAA02FC708 was cancelled/declined before any information was downloaded into our customer service system for fulfillment.  There are several security protocols in place on our website to prevent potential suspicious activity.  This can be triggered by a variety of reasons resulting in the cancellation of the order before an account is created in the customer service system.  This can happen even after an initial order confirmation email with temporary order number has been sent because the email is created automatically at the time of the order.
  
  Rest assured because an account was never created and the order never downloaded,your information (including credit card) was never saved in our system. 
  
  We apologize for any frustration this may have caused. Thank you for your understanding in this matter.
  
  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.

  I cancelled my account with them on May 6th, I made one purchase in April for ***** paid by my cc. They sent the product anyway and I mailed it back may 3rd. The price should have been ***** again but they want to charge me $88.85.I will not pay this as I do not owe anything. Please help me correct this billing.

  Business Response

  Date: 06/17/2024

  ***********************
  122 ***** Fork Rd
  **********, WV 26201
  
  Date:6/14/24
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on May 7, 2024, as we only received this complaint June 7th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives March 24,2024, 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 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 March 24, 2024, your first shipment, a 30-day Power Whitening Gel BOGO introductory kit, was sent for a total of $26.45 (including $1.50 WV Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on April 23, 2024, your 2nd 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 WV 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 $29.62 at this time.
  
  On, April 24, 2024, your account was cancelled per your request.  Information regarding the shipment already being processed, and the 60-day Money Back Guarantee available, was provided at this time, as orders that have already processed at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  Also on April 24th, your 2nd shipment was sent but when we attempted to finalize the previously authorized payment $41.53 at this time, the request was declined by PayPal. This left the full remaining balance of $88.85 due and activated the past-due billing process to send monthly notices advising of this balance.
  
  On May 9, 2024, you provided the tracking number for the return of your 2nd shipment via a social media post.  The balance of $88.85 was cleared at that time as a courtesy.
  
  On May 13th, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee.
  
  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: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.

  On July 17, 2023 I paid Smileactives $37.05 to Pay Pal for their whitening product. I then paid them another ***** on August 16, 2023 and another on September 16, 2023. I then dropped my membership because product was not working. I went to Pay ************************ and they investigated and ruled in my favor and reimbursed me for those payments to Smileactives.In January of this year I began to receive statements from an agency called ******************,*************************** saying I owed Smileactives$123.83 for products I received in November 2023. I never received 3 tooth brushes and more toothpaste because I was no longer part of their product subscription. They said they were going to report me to the ************** for nonpayment. This firm supposedly represents ****************** who is Creditor for Smileactives.I wrote this ****************** a letter with all my receipts from Pay Pal and the ruling in my favor. Never heard back from them until today, May 13,2024. Another threatening letter to "collect a debt."I REFUSE TO PAY FOR PRODUCTS THAT I DID NOT RECEIVE. Smileactives told me I should have called them to let them know that I did not receive those items,. How could I call them when I had already dropped membership and therefore was not interested in any more FAKE products from them.I have a very high FICO score and do not want this illegit company to affect it. And I am tired of being harassed.Thank you,******* Check

  Business Response

  Date: 06/17/2024

  ******* Check
  ******************
  ****************
  
  Date: 6/14/24
  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 16,2023, 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 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.
  
  On July 17, 2023, your first shipment, a 30-day BOGO Power Whitening Gel introductory supply with the Vibrite Sonic Toothbrush Kit, was sent for a total of $37.05 (including $2.10 PA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on August 16, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $123.83 (including $11.97 s&h and $7.01 PA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $41.29 was charged at this time.  The 2nd installment of $41.28 was charged on September 18, 2023, as scheduled leaving a balance of $41.26 to be billed in October.  Our records indicate, per **** tracking, that the shipment was delivered August 23rd. 
  
  On October 17, 2023, we attempted to process your 3rd and final payment of $41.26 for your 2nd shipment, but PayPal declined the request. At this time the auto past due billing process was activated to send monthly notices advising of this balance.
  
  On November 14, 2023, your account was cancelled per your written correspondence.  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 February 5, 2024, PayPal reversed the first two payments of $41.29 (8/16/23) and $41.28 (9/18/24) received for your 2nd shipment.  While these chargebacks created a credit in your favor with PayPal, it restored the amount of $82.57 as due and payable which added to the previous balance of $41.26 equaled a total balance now due of $123.83, the full cost of your 2nd shipment.   At this time the monthly billing notices were updated to reflect his new balance.  Please be advised that a dispute with PayPal that results in a chargeback does not automatically mean that a customer is not responsible for the amount in question.

  
  After no response was received from the previous notices, the balance was turned over to North Shore for collection April 2, 2024. 
  On May 13, 2024, we received your phone inquiry about the billing notices.   The balance was explained.  Unfortunately,by this time the 60-day Money Back Guarantee had expired on both of your shipments.  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 letter in November until this call.  Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  As a gesture of goodwill and in exception to our advertised guarantee policy, the remaining balance of $123.83 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:06/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased promotional trial size of 2 tubes, tooth whitening gel. Company states moneyback guarantee, and I returned the 2 tubes to them (also, I paid the shipping cost for return), yet I have not received a refund. I have called their customer service three times and I have been told that I must tell them a **** tracking number for the return, of which I did not retain.

  Business Response

  Date: 06/14/2024

  ***************************
  18828 Vista Del Canon Unit C
  *****************
  
  Date: 6/13/24
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on April 24,2024, as we only received this complaint On June 7th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives February 18, 2024,with the purchase of a special offer of a Buy 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 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.
  
  On February 19, 2024, your first shipment, a 30-day Power introductory kit, was sent for a total of $27.32 (including $2.37 CA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on March 19, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $91.78 (including $8.97 s&h and $7.96 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from PayPal for the 1st installment of $30.59 at this time.
  
  On March 20, 2024, your account was cancelled per your request. Information was provided regarding your 2nd shipment already being processed, and the 60-day Money Back Guarantee available, was provided at this time, as orders that have already processed at the time of cancelation cannot be prevented from shipping:they will be sent and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
   Also on March 20th, your 2nd shipment was sent but when we attempted to finalize the previously authorized payment $30.59 at this time, the request was declined by PayPal. This left the full remaining balance of $91.78 due and activated the past-due billing process to send monthly notices advising of this balance. 
  
  On April 23, 2024, your 2nd shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time the balance of $91.78 was cleared. 
  
  On April 30th, we received your phone inquiry regarding the billing.  Per your request your call was transferred to a supervisor.  It was explained that the last billing notice was mailed (April 18th) prior to the receipt of your return and you no longer had a balance due.  When you informed us that you had also returned the initial order a refund of $27.32 was issued as the 60-day Money back Guarantee had been extended previously.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/14/2024

   
  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:06/07/2024

  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 ordered what I thought was a trial supply of Smileactive teeth ******** and paid with PayPal. When PayPal notified me of a second pmt I canceled account and have received no additional shipment after sample. Now I keep getting billing for $88.26 for product not authorized or received

  Business Response

  Date: 06/14/2024

  ***************************
  ***********************************
  UNIT 5-301
  ******, FL 34994
  
  Date: 06/13/2024
  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.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on April 22, 2024, as we only received this complaint June 7th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives December 16, 2023, with the purchase of a special offer of a Buy 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 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. This information is provided a 3rd time beside the empty box that must be checked before a subscription purchase can be submitted.  That box 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 December 18, 2023, your first shipment, a 30-day introductory kit, was sent for a total of $26.57 (including $1.62 Fl Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on January 16, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $89.26 (including $8.97 s&h and $5.44 FL 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 $29.75 at this time.
  
  On January 17, 2024,your 2nd shipment was sent but when we attempted to finalize the previously authorized payment of $29.75 at this time, the request was declined by PayPal. This left the full remaining balance of $89.26 due and activated the past-due billing process to send monthly notices advising of this balance.  Please be advised that cancelling a payment agreement with PayPal does not automatically cancel a subscription with the merchant.  As stated above, to cancel a smileactives account customer service needs to be contacted.
  
  On March 26, 2024, your account was cancelled per your phone request.  We regret to learn that the call was ended before any additional information could be gathered or 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 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.
  
  Although our records do not indicate that any returns have been received, as a gesture of goodwill,the remaining balance of $89.26 has been cleared.
  
  Your smileactivesaccount remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/14/2024

   
  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,
  
  ***************************