Complaints

This profile includes complaints for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guthy-Renker, LLC

  100 N Pacific Coast Hwy #1600 El Segundo, CA 90245-5654

  
• 

  Crepe Erase

  415500 Eclectic ST STE 200 Palm Desert, CA 92260

• 

  Guthy Renker

  PO Box 8982 Madison, WI 53708

• 

  GRC Vitamins

  41550 Eclectic Street #200 Palm Desert, CA 92260

• 

  Guthy-Renker

  Palm Desert, CA 92260

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:07/20/2023

  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.

  In feb 2023 I ordered products from Crepe Erase. I did not agree to automatic shipments, but I received another shipment and they charged me almost $200, then said I owed another $179. I called and spoke to someone in June and was told I could return for a refund, I had not used any of the products. I returned it and received no refund, I called them back and was told I did not return it in 60 days and they will not refund me nor send the product back, so I am out almost $200 and they kept the product and no refund. I want my money refunded

  Business Response

  Date: 08/08/2023

  *****************************
  ********************************
  **********, ** 40350-9709
  
  
  Date: 08/08/23
  
  Complaint ID: ********
  Account Number: *******
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on February 13, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart - in bold print, the same size text as the rest of the page - prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box confirming agreement to the provided terms of the purchase. By checking that box, you agreed to the terms of the offer. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On February 14, 2023, your initial order (a 30-day introductory supply) was sent for a total of $63.56 (including $3.60 ** Sales Tax) which was charged in full to the PayPal account provided.  
  
  On March 16, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $270.11 (including $14.97 s&h and $15.29 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $90.66 was charged at this time to the PayPal account on file, leaving a balance of $179.45. 
  
  On April 16, 2023, we attempted to process your 2nd installment of $89.73 as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $179.45 still due, and so monthly reminders were sent.  
  
  On April 28, 2023, per your phone requests, your account was cancelled and return instructions were provided, since orders sent prior to cancelation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee.  
  
  On June 29, 2023, your 2nd shipment was processed as returned at our facility, after the 60-Day Money Back Guarantee had expired, thus no credit was issued.
  
  On July 19, 2023, per your Live Chat inquiry, the remaining balance was explained. We regret to learn on reviewing your chat experience that this chat was ended prematurely, before your contact information could be confirmed in order to complete your request for a supervisor call you back. 
  
  Although the 60-Day Money Back Guarantee had expired by the time your March shipment was received as a return in July, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $179.45 has been removed. Please consider any notices received after the date of this correspondence to have crossed in the mail.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A payment of 307 was made to my account without consent. I did not order a new product nor did I authorize for the full size of the product. I would like a refund because I did not consent to this and will return the product once it arrives.

  Business Response

  Date: 07/31/2023

  *******************************
  3506 *********************
  *********, ** 77536-6074
  
  
  Date: 07/28/23
  
  Complaint ID: ******** 
  Account Number: #*********
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Perricone Cold Plasma Sub-D on June 19, 2023. Customers who enroll in our member program are informed they will receive automatic shipments until they cancel or make changes to their membership. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart, prior to any personal information being entered.? To finalize their membership purchase, customers are required to confirm agreement to the provided terms and conditions of the purchase: your authorization of future shipments and associated charges was provided by confirming your agreement to the provided terms when you completed your initial order.  
  
  More specifically, the offer you purchased states that: One month after your first order is shipped, and then every three months thereafter, you will be sent a new full-size supply of Sub-D **** & Neck Deluxe System with firming Eye lift. Each shipment will be charged $269.85 plus $14.97 for shipping and handling charges to the payment method you provide today, unless you cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.? We regret if you found this offer unclear in any way.?? 
  
  On June 19, 2023, your 1st shipment (a 30-day introductory supply) was sent for a total of $75.54 (including $5.59 ** Sales Tax) and charged to the PayPal account provided.? 
  
  On July 19, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $307.61 (including $14.97 s&h plus $16.17 ** Sales Tax) and was charged to the PayPal account on file.? 
  
  Also on July 19th, per your phone request, your subscription was cancelled. As a courtesy at that time, a refund of $75.54 was issued for your 1st shipment, though our records do not reflect any returns received on your account to present date. As an additional goodwill gesture, your request for a refund of your 2nd shipment's purchase price was also submitted for completion once the payment status had updated in the system and could be reversed. 
  
  On July 20, 2023, a refund of $291.44 (the total purchase price, minus shipping and handling, as our satisfaction guarantee does specify that shipping costs are a non-refundable item) was issued for your 2nd shipment, in advance of its return. A postage pre-paid return label was also emailed to you at this time, to assist with the return of your 2nd shipment at no additional cost to you.  
  
  For the reasons explained above, there is no additional refund due.
  
  Your Perricone Cold Plasma Sub-D account remains closed, with nothing further to be shipped or billed.?? 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2023, I submitted an on-line order for various skin products from Crepe Erase. These were being advertised at a Mother's Day Discount. My account was charged $80.58 and I received the skin products. I intended to make a ONE TIME Purchase and was therefore surprised when I received additional Crepe Erase products on June 12, 2023 with an accompanying charge for $107.38 to my credit card. I immediately contacted the company, advised that I did not want a subscription and placed a one-time order in May. If I liked the products, I expect that I would simply re-order when my supply ran out. During my lengthy (apparently company recoreded) telecon with the Crepe Erase agent on June 12, I was advised that I had enrolled in a subscription where I would receive continued delivery of products and continuing charges to my credit card. I made it very clear that wasn't what I wanted. I offered to return the product in order to receive a refund and requested an email i) confirming that my 'subscription' was cancelled; and ii) including a return label. The gentleman said he would do both. Today (June 13), I received an email confirming cancellation WITHOUT a shipping label. When I called back, I was told they don't do that. I plainly said, your agent told me differently last night on a recorded line. Was he not telling the truth? After a hold, the agent (***) said I should expect the return label within 3-5 business days (!!!!). The company will not provide a refund unless I return the product and they then expect that I should track the return. I have no confidence in this company or how it does business. I am contacting my bank to dispute the new charge ($107.38) and will provide BBB any information I learn from my bank. In the meantime, I would appreciate your assistance. Thanks in advance. I can be reached at ************.

  Business Response

  Date: 07/31/2023

  *************************************************
  1179 ***************
  ******, ** 27302-7990
  
  
  Date: 07/28/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear ********************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on May 6, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart - in bold print, the same size text as the rest of the page - prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box confirming agreement to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On May 8, 2023, your initial order (a 30-day introductory supply) was sent for a total of $80.02 (including $5.06 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on June 8, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $320.06 (including $14.97 s&h and $20.24 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $107.38 was charged at this time to the credit card on file, leaving a balance of $212.68. 
  
  On June 12, 2023, per your phone requests, your account was cancelled and return instructions were provided, since orders sent prior to cancelation will continue to bill as scheduled until paid in full or are returned for credit within the 60-Day Money-Back Guarantee. As a courtesy, a postage-prepaid return label was issued to assist with the return of your 2nd shipment at no additional cost to you. As we are unable to provide return labels in email, your return label was mailed the following day via USPS.
  
  On June 28, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $91.40 was issued and the balance of $212.68 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.98 (s&h) was not refunded.
  
  On July 27, 2023, your financial institution reversed the $15.98 (s&h) remainder of your initial payment for the 2nd shipment. The chargeback was accepted to allow a refund of shipping & handling charges, as a courtesy in exception to the terms of our 60-Day Money Back Guarantee which specifies s&h cost as nonrefundable. 
  
  As outlined above, our records reflect that your requested return label was received and used to return your 2nd shipment; as also noted, there is no additional refund due for this shipment, as all amounts paid to Crepe Erase for this order have been returned to you.
  
  Your Crepe Erase account remains closed, an nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I responded to a television ad for skin cream featuring ***********************. I called the number and ordered the product with the specification that it be a one time order, one time payment of $85.00 and not more (this price already includes the shipping). They didn't send me a. Email confirmation as promised. I called and requested an itemized email confirmation as a receipt that had been promised. I recieved a non-itamized, vague confirmation. I called back, provided the order number on the email from the confirmation which was *******. I requested an itemized receipt again. They gave another customer's name in connection to my order. I asked about this. Then they provided a new order number ********. I asked why there was another customer's name associated with my order confirmation number and they did not give an answer. I asked to speak with a supervisor. They put me on hold then I was disconnected.

  Business Response

  Date: 08/01/2023

  ***********************
  110 ************
  Apt 3
  *******, ** 19003-2847
  
  Date: 07/31/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you placed your order by phone for a one-time shipment of Crepe Erase products on June 28, 2023. Per your phone inquiry later this same date, we regret to learn that you were provided with incorrect information about your order status, as our representative initially accessed a different account in error. We apologize for any confusion which resulted.
  
  Your order was shipped on June 29th, for a total of $80.50 (including $5.99 s&h and $4.56 ** Sales Tax) which was charged in full to the credit card provided. Also on June 29th, a member of our Corporate Team called you back to ensure you had your correct order and account information; an email was also sent on this date providing the details of your order, as requested. 
  
  USPS tracking #********************** indicates your order was delivered on 7/6/23.
  
  You have no active Crepe Erase auto-delivery membership, so nothing further will be shipped or billed unless you choose to place a new order in the future.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ill order from crpes ************ kept the first box and used it do not want the product anymore I called to cancel I returned the box but never got a refund because its not within the 60 days which I did send back within the 60 days second box, same thing they send me more product took money out of my account every month for $69.25. Id be fused I sent the box in one of my refund. They said that since I was out of the timeframe for them to send for them for me too.

  Business Response

  Date: 07/28/2023

  *****************************
  7028 *********
  **********, ** 89433-6684
  
  
  Date: 07/27/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled by phone for automatic shipments of Crepe Erase products on August 19, 2022; your initial order (a 90-day full-sized supply) was sent the same day, for a total of $207.74 (including $15.86 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $69.25 was charged at the time of shipping to the credit card provided; the 2nd and 3rd installments of $69.25 and $69.24 each were charged as scheduled on 9/19/2022, and 10/20/2022, respectively.
  
  Our records reflect that we received a call in reference to your account on November 19, 2022: however, this call was disconnected prior to any information being provided about the nature of your concern in order for us to assist.
  
  On November 21, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total of $275.88 (including $14.97 s&h and $21.06 Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.81 was charged to the credit card on file at the time of shipping; the 2nd and 3rd installments of $91.54 and $91.53 each were charged as scheduled on 12/22/22, and 2/3/23, respectively.
  
  On February 21, 2023, your 3rd shipment was sent as scheduled for a total of $275.88 (including $14.97 s&h and $21.06 Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.81 was charged to the credit card on file at the time of shipping; the 2nd and 3rd installments of $91.54 and $91.53 each were charged as scheduled on 3/24/23, and 4/24/23, respectively.
   
  On May 23, 2023, per the terms of the offer, your 4th shipment was sent as scheduled for a total of $275.88 (including $14.97 s&h and $21.06 Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.81 was charged to the credit card on file at the time of shipping; the 2nd installment of $91.54 were charged as scheduled on June 23, 2023, leaving a balance of $91.53.
  
  On July 14, 2023, your 4th shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time, refunds totaling $168.14 were issued and the balance of $91.53 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $16.21 (s&h) was not refunded. 
  
  On July 17, 2023, per your phone request, your account was cancelled.  As you stated at this time that you had returned your 3rd shipment as well, your call was transferred to a supervisor for further assistance, as our records do not reflect that your 3rd shipment was received as a return. Since that shipment was not eligible for a refund because its 60-Day Money Back Guarantee had expired in April, a replacement for it was sent at no additional cost to you, even though our records do not reflect it was returned. This replacement order was shipped on July 18th. 
  
  As requested, your contact information has been removed from our Crepe Erase marketing databases. Please allow 4-6 weeks for these changes to take effect. 
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.? 
   
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My customer #: ******* Order #: ******** Original Purchase: 1/27/2023 ($79.45)Note: the issue is simple ... it's this ... I made a ONE TIME Purchase of this ************** put me on a subscription pricing plan & now send Collection letters to me!!! This has to stop.A month after my SINGLE, ONE-TIME purchase, I was charged again on my credit card ($106.56) & I received another delivery. I called to inquire since *I* did not order it. I complained. I found out they set me up on a "Subscription" plan.After 10 minutes of them trying to convince me I needed it (the 2nd order delivery), they agreed to cancel it. I sent the product (the 2nd delivery) back intact (unopened). They even paid for the return shipping (after I demanded it). My credit card company credited the $106.56 from my card). I am whole on all this. So what is the issue? ...They continue to send me Past ************** letters for $106.56!! I have called them multiple times (at least 2, possibly 3) to have them stop sending collections letters. I explain it all to them each time I call. They continue to try to upsell me. Ultimately they say they'll take care of it....but I continue to receive the letters. This has to stop and CANNOT be allowed to go to a collection agency and impact my credit score. This selling approach is a scam. What a shame because it's a decent product.

  Business Response

  Date: 07/28/2023

  *******************
  35538 ***************
  **********, ** 20141-3500
  
  
  Date: 07/25/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on January 27, 2023.  
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Information regarding the terms of the online offer and our continuity program is provided in the shopping cart - in bold print which is the same size text as the rest of the page - prior to any personal information being entered; in order to finalize their membership purchase, customers must check a box confirming agreement to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On January 27, 2023, your initial order (a 30-day introductory supply) was sent for a total of $79.45 (including $4.49 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  Per the terms of the offer, on February 24, 2023, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $317.81 (including $14.97 s&h and $17.99 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization for payment of its 1st installment of $106.56 at this time from the credit card on file. 
  
  On February 25, 2023, we received your Live Chat request to cancel your Crepe Erase account, but our records reflect that you instead accepted an offer to hold your next shipment until July 29, 2023. Information was provided regarding your 2nd shipment already in processing, since orders already processing for delivery 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.  
  
  On February 28, 2023, your 2nd shipment was sent, and the previously-authorized 1st installment of $106.56 was finalized as a charge, leaving a balance of $211.25.
  
  On March 7, 2023, per your phone request, your account was cancelled and a prepaid return label was issued to assist with the return of your 2nd shipment at no additional cost to you.
  
  On March 23, 2023, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $90.69 was issued and the balance of $211.25 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $15.87 (s&h plus applicable state tax on that) was not refunded. 
    
  On April 13, 2023, your financial institution reversed the payment of $106.56 for your 2nd shipment, despite the refund (less s&h) which had already been issued for this charge on 3/23. And so, while this chargeback created a credit in your favor with your financial institution, it restored this balance as due and payable to Crepe Erase: monthly balance-due reminders have therefore been sent, as more credit was issued to your payment card than the total funds received by us for this shipment.
  
  While your remaining past-due balance is valid, as explained above, as a gesture of goodwill and in an effort to fully resolve this matter, the balance which was created by payment reversal in addition to your refund has now been removed. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you so much for your help.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/10/2023

  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 made the mistake of ordering Crepe Erase from Body Firm, LLC on May 30, 2023 for $64.16. They sent it. Then on June 27 a box of more items that I did not order arrived and they billed my PayPal account $91.61 and one day later they billed my account an additional $91.61. I tried sending an e mail but it was returned. I think this is a scam.

  Business Response

  Date: 07/21/2023

  *******************************
  2139 *************
  ******, ** 34292-4170
  
  
  Date: 07/19/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase products on May 27, 2023. 
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership: this information is provided in the shopping cart, in bold print which is the same size text as the rest of the page, prior to any personal information being entered. In order to finalize their membership purchase, customers must check a box that states they agree to the provided terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your order. 
  
  More specifically, the offer you purchased states that: "One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full size supply of Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $79.95 plus $4.99 for shipping and handling charges per month. All orders are subject to applicable sales tax. You are in control of your membership, call or visit www.crepeerase.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date listed on the enclosed invoice. We regret if you found the offer unclear in any way. 
  
  On May 30, 2023, your initial order (a 30-day introductory supply) was sent for a total of $64.16 (including $4.20 ** Sales Tax) which was charged in full to the PayPal account provided.  
  
  Per the terms of the offer, on June 28, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $272.66 (including $14.97 s&h plus $17.84 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $91.61 was charged to the PayPal account on file when it shipped, leaving a balance of $181.05.
  
  Please be advised that our records do not reflect any calls, chats, or emails have been received in reference to your account since its inception, prior to our receipt of your Better Business Bureau complaint. When customers respond to any unmonitored promotional or confirmation email addresses, an automatic response is sent to advise of this, which also provides our customer service contact information. 
  
  Although our records do not reflect any returns received on your account to present date, as a gesture of goodwill in an effort to fully resolve this matter, the remaining balance of $181.05 due for your 2nd shipment has been removed. If you would like to take advantage of the 60-Day Money Back Guarantee available, you may simply return the containers within 60 days of receipt to receive a full refund of the purchase price (minus shipping and handling) by following the instructions on the shipment's enclosed invoice. 
  
  Your Crepe Erase account has now been cancelled; nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/29/2023

  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.

  placed an order with the company. the product burned my skin, I called to cancel my next order, was assured that the order was cancelled. Two days later they shipped and charged me. This company rips of Senior Citizens. There is no place on the website that allows for cancellation of orders. When you order the first time it enrolls you into auto shipments without your knowledge.

  Business Response

  Date: 07/11/2023

  *****************************
  ***************************************************************-3706
  
  
  Date: 07/10/23
  
  Complaint ID:  ******** 
  Account Number:  *******
  File Number: **********
  
  Dear ****************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that you experienced any issues while using Crepe Erase products, as you have stated. On July 3, 2023, per your social media post, contact information for our Consumer Affairs team was provided: please feel free to contact our Customer Specialists at your convenience, as it is of utmost importance to us that any potential reaction is documented and addressed.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on May 25, 2023, with your purchase of two 30-day introductory supplies, one 5-piece kit and one 6-piece kit. Each of these included membership with automatic replenishment shipments.
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for Crepe Erase via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. Information regarding the terms of the online offers and the continuity program is provided in the shopping cart in bold print, the same size text as the rest of the page, prior to any personal information being entered. In order to finalize their membership purchase, customers must also check a box that states they agree to the provided terms of the purchase: your authorization of future automatic shipments and associated charges was provided by checking this box to complete your order. The products are also shipped with information reiterating the terms and benefits of membership, and includes the next scheduled shipment date, the shipment's total cost, and its payment schedule on the enclosed invoice. We regret if you found the offers unclear in any way. 
  
  We do also offer the ability to purchase Crepe Erase products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.  
  
  On May 25, 2023, your initial order (two 30-day introductory supplies) was sent for a total of $145.72 (including $10.80 ** Sales Tax) and charged at this time to the credit card provided. 
  
  On June 25, 2023, per the terms of the offer, your first full-sized replenishment shipments (each a 90-day supply) began processing for delivery, as scheduled.  
  
  The 5-piece full-sized kits total cost was $275.21 (including $14.97 s&h and $20.39 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization from the credit card on file for payment of the 1st installment of $92.56 at this time.  
  
  The 6-piece full-sized kits total cost was $323.81 (including $14.97 s&h and $23.99 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization from the credit card on file for payment of the 1st installment of $108.76 for this shipment as well at this time.  
  
  On June 26, 2023, per your phone request, your account was cancelled. Information regarding the 60-day Money Back Guarantee available was provided, because shipments which have already entered processing for delivery 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 guarantee period. You request for refund in advance of return receipt was submitted for approval at this time.
  
  On June 27, 2023, both replenishment kits were sent, and the previously-authorized payments of $92.56 and $108.76 were finalized as charges, leaving remaining balances of $182.65 and $215.05, respectively. As a courtesy, postage-prepaid return labels were mailed for each order the following day, to assist with these returns at no additional cost to you. Please allow **** business days for the labels to arrive via USPS.
  
  On June 29, 2023, refunds in the amounts of $92.56 and $108.76 were issued in advance of return receipt, and the remaining balances due were also cleared at this time. Please allow 3-5 business days from the transaction for credits to be reflected.
  
  As all amounts paid for your full-sized shipments have been refunded in advance of any returns received on your account, our records do not reflect any additional refund is due. 
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/20/23 I placed order for Crepe Erase products, order #******* for $65.66. They sent another order #******** on 3/2/23. I called the company and asked how to properly return the order for a refund. I returned the order and also asked to cancel my membership and to be removed from all subsequent autoship orders. Instead, I received no refund and they continued to claim I owed them $92.52. They claim that they did not receive my return and continue to bill me directly and to try to debit my CLOSED bank account. I need this to STOP! They continue to bill me for the 2nd order that was returned.

  Business Response

  Date: 07/03/2023

  *****************************
  ********************************************br>Woodland Hills, ** 91364-3131
  
  
  Date: 07/03/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of Crepe Erase on January 29, 2023, and your initial order (a 30-day introductory supply) was sent the following day, for a total of $65.66 (including $5.70 CA Sales Tax) which was charged in full at the time of shipping to the credit card provided.  
  
  On March 2, 2023, per the terms of the online offer, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $279.03 (including $14.97 s&h and $24.21 Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $93.98 was charged to the credit card on file at the time of shipping; the 2nd installment of $92.53 was charged as scheduled on April 2, 2023, leaving a balance due of $92.52.
  
  On April 5, 2023, per your phone request, your account was cancelled.  Information was also provided regarding the balance remaining for your 2nd shipment, as well as return instructions given, since orders sent prior to cancelation will continue to bill following the schedule on the enclosed invoice until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On May 3, 2023, we attempted to process your 3rd installment of $92.52 as scheduled, but the request for payment was declined by your financial institution: this left the remaining balance still due, and so reminders have been sent monthly.
  
  Although our records do not indicate that any returns have been received on your account to present date - nor any contact received in reference to your account except your April 5th call - as a gesture of goodwill in an effort to fully resolve this matter, the remaining balance of $92.52 has been removed. Please consider any invoices received after the date of this correspondence to have crossed in the mail. 
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2023

  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 their product one time but somehow ended up on a membership with auto shipping. after a couple of unwanted shipments I called to cancel the membership last month around May 25 and get a refund. i just got charged again and went online to chat and asked about it. she said that the account shows canceled but i never get a response on how to handle this last shipment or refund because it was sent after my cancelation.

  Business Response

  Date: 06/28/2023

  ***************************
  *************************************
  *********, ** 38637-1248
  
  
  Date: 06/28/23
  
  Complaint ID: ******** 
  Account Number: *******
  File Number: **********
  
  Dear **************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled by phone for automatic shipments of Crepe Erase March 18, 2023. As part of their initial purchase, customers enrolling in the Crepe Erase member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The products are also shipped with information reiterating the terms and benefits of membership (including the 60-Day Money Back Guarantee available), as well as the next scheduled shipment date, the shipment's total cost, and its payment schedule. While we also offer the ability to purchase Crepe Erase products without a replenishment account, one-time orders are only available at retail prices - whereas replenishment customers are able to take advantage of discounted prices and free gifts. 
  
  On March 20, 2023, your initial order (a 30-day introductory supply) was sent for a total of $53.45 (including $3.50 MS ***** Tax) and charged in full at the time of shipping to the credit card provided. 
  
  Per the terms of the offer, on April 19, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $173.15 (including $11.97 s&h and $11.33 MS ***** Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $58.29 was charged when it shipped; the 2nd installment of $57.44 was charged on *** 20, 2023, leaving a balance due of $57.42.
  
  On *** 23, 2023, per your phone request, your account was cancelled and information regarding the remaining balance scheduled to bill for your 2nd shipment was provided. Orders sent prior to cancelation will continue to bill following the schedule on the enclosed invoice until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  Please be advised that our records do not reflect any contact was received in reference to your account prior to *** 23rd.
  
  On June 20, 2023, per your Live Chat request, refunds totaling $160.34 were issued for your 2nd shipment as a courtesy, in advance of any returns received on your account. Per the terms of our 60-Day Money-Back Guarantee, the $12.81(s&h) was not refunded. 
  
  As our records do not reflect any returns have been received to present date, there is no additional refund due.
  
  Your Crepe Erase account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************