Marketing Consultant
Guthy-Renker, LLCHeadquarters
Complaints
This profile includes complaints for Guthy-Renker, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 189 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Like many other of the complaintants, I too ordered crpe, erase thinking I was just getting one product to try. They immediately put me on a subscription and started charging my credit card.. on December 24, 2022, I called to cancel. I immediately asked for a written confirmation whether it be a confirmation number or an email to confirm that I had canceled. The company did not provide me with either a confirmation number nor did they email me verification of the cancellation, even though they promised me they would. The employee also made up some lame excuse as to why he could not send me a confirmation number while we were still on phone. He said I would see it in 24 hours which of course never happened . They did not send me other products, but they did continue to charge my credit card. In all, I received two products, both 10 ounces . One was called body firm crpe, erase advance, body repair treatment, and the other was called body smoothing pre-treatment. Ive been charged $226 for these two items . Today , after four charges each amounting to about ***** or *****, from October, November, December and January, I just put a stop on any further charges against my credit card from crpe erase. To this day, I still do not have written verification from crepe erase that I canceled with them, They refused to provide anything in writing. What kind of company does not provide written verification of cancellation or a confirmation? The two products that I do have do not work and they are just literally awful. This company is definitely a scam! Like others, I thought *********************** promoting the company was a sure thing it was a solid company. Shame on her! And shame on crepe erase! $260.66 for two items that dont work? Horrible ! I was also told when I canceled that I would have three payments charged to my credit card when in fact, I have four payments, so they lied about that too.Business Response
Date: 04/03/2023
*******************************
****************************************************************************-4173
Date: 04/03/23
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 October 24, 2022.
We make every effort to be forthcoming regarding our promotions and offers 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 offer and the continuity program is provided in the shopping cart, prior to any personal information being entered, in bold font the same size text as the rest of the page. Before customers may finalize their purchase, they 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 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 Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $49.95 plus $3.99 for shipping and handling charges per month, unless you call or visit www.crepeerase.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date, as well as each shipment's total cost and payment schedule.
On October 25, 2022, your initial order (a 30-day introductory supply, with 3.3oz. Body Repair Treatment, 3.3oz. Body Smoothing Pre-Treatment, and 2 free gifts) was sent for a total of $53.45 (including $3.50 ** Sales Tax) which was billed in full at this time to the credit card provided.
On November 25, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply, with 10oz. Body Repair Treatment and 10oz. Body Smoothing Pre-Treatment) was sent for a total of $173.15 (including $11.97 s&h and $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $58.29 was billed to the credit card on file when it was sent, leaving a balance of $114.86.
On December 24, 2022, per your phone request, your account was cancelled and information was provided about the remaining payments scheduled for your 2nd shipment, as orders sent prior to cancellation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. An automatically-generated cancellation confirmation email was also sent to the email address you provided with your order: please be advised that the email address you provided with your online order is not the same email address you have included with this complaint.
On December 26, 2022, the 2nd installment of $57.44 for your 2nd shipment was charged as scheduled, leaving a balance of $57.42.
On January 10, 2023, per your phone inquiry, your account's cancellation was confirmed, and your email address on file was also updated at this time.
On January 26, 2023, the 3rd and final payment of $57.42 for your 2nd shipment was charged to the card on file, at which time your account was paid in full.
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 DirectorInitial Complaint
Date:03/06/2023
Type:Delivery IssuesStatus: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 products on 2/1/23 from Crepe Erase in the amount of $64.16, specifically did not select subscription, and was about to be billed $272.66 for a quarterly shipment. There is no way to cancel this without calling customer service. This is a scam, and the product is ok, not worth $64 per month. I never authorized a recurring payment in any form.Business Response
Date: 03/22/2023
***********************************
************************************************************-5311
Date: 03/21/23
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 1, 2023. While we do offer the ability to purchase Crepe Erase products without a replenishment account, 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.
We do make every effort to be forthcoming regarding our promotions and offers 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 offer and the continuity program is provided in the shopping cart prior to any personal information being entered: these terms are bold and in the same size font as the rest of the page. Before customers may finalize their membership purchase, they must check a box confirming their agreement to the provided terms - your authorization of future shipments and associated charges was provided by checking this box to complete your initial order. The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
Your initial order (a 30-day introductory supply) was sent on the same day it was ordered, for a total of $64.16 (including $4.20 ** Sales Tax) which was billed in full to the PayPal account provided.
On March 5, 2023, per the terms of the online offer, your 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $272.66 (including $14.97 s&h and $17.84 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received payment authorization from the PayPal account on file for its 1st installment of $91.61 at this time.
On March 6, 2023, per your phone request, your account was cancelled and return instructions were provided for your 2nd shipment, as it could no longer be prevented from shipping by that time. Please be advised while cancelling an account stops all future shipments, orders that are processed to be shipped at the time of cancelation 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 March 7, 2022, your 2nd shipment was sent; we attempted to finalize the previously-approved payment authorization for its 1st installment at this time, however the request was declined by PayPal. This left the full balance of $272.66 due for the shipment.
Per the shipment's original **** tracking number, this delivery was refused on March 15, 2023. Unfortunately, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit. However, as a goodwill gesture in an effort to fully resolve this matter, the balance of $272.66 for your 2nd shipment has been removed, prior to any return received. Additionally, as requested with your complaint, 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 DirectorCustomer Answer
Date: 03/22/2023
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:01/24/2023
Type:Customer Service IssuesStatus: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.
They sent me an item I did not order. When speaking on the phone FOUR times with customer service. Each time the agent told me they would send me a return shipping label and to send back the items . They would then cancel my subscription (which I did not know I signed up for ) and stop sending me bills via email and mail. I waited about 4 weeks for the return label to come in my mail because they dont email them. I returned the items in October and here we are in January and I am still getting bills for the items I returned. I have requested 4 times using the only phone number they list to stop contacting me as they have the items they keep billing me for.Business Response
Date: 02/13/2023
**************************;
2381 ************************************************************************;
Date: 02/13/23
Complaint ID: ********
Account Number:2995745
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 August 27, 2022. 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 clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
On August 29, 2022,?your initial order (a 30-day introductory supply) was sent for a total of $64.15 (including $4.20 ** Sales Tax)?and?charged in full to the?credit card provided. ?
On October 3, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $205.25 (including $11.97 s&h and $13.43 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $68.99 was charged at this time, leaving a balance due of $136.26.
On October 7, 2022, per your phone request, your account was cancelled. Information was provided regarding the balance remaining for your 2nd shipment, as well as return instructions for it. Your request for a postage-prepaid return label, to be used in returning your 2nd shipment at no additional cost to you, was also submitted at this time.
Your postage-prepaid return label was mailed on October 10, 2022.
On November 3, 2022, we attempted to process your 2nd payment of $68.13 for your 2nd shipment as scheduled, but the request was declined by your financial institution; monthly balance due reminders have therefore been sent.
Per your phone request on November 30, 2022, your 60-Day Money Back Guarantee was extended by an additional 30 days, and a 2nd return label was mailed as you requested on the following day, December 1, 2022.
On December 20, 2022, your 2nd shipment was processed as received at our facility, within the extended Money Back Guarantee; we regret to learn however that this return was not correctly processed, thus no credit was issued at the time. We apologize for any frustration which resulted.
As a gesture of goodwill and in an effort to fully resolve this matter, a refund of $68.99 has been issued - this reflects a full refund of your 2nd shipment's purchase price, in exception to the terms of our guarantee which specifies s&h cost as a non-refundable item. The remaining account balance of $136.26 has also been removed; please allow 3-5 days for credits to reflect. We ask that you 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 DirectorInitial Complaint
Date:01/21/2023
Type:Product IssuesStatus: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 ordered a kit from Crepe Erase that was $88 on 12/23/2022.On 1/21/2023 when I checked my bank account Crepe Erase had charged me $108. I reached out via the chat feature and was told that was for my 90 day supply. I told them I did not approve 'auto ship' nor did I sign up for a membership.They told me they would cancel my 'membership' and refund me. Then I received an email stating I still owe $323 per the invoice ... which I have never seen. This is a huge scam!Business Response
Date: 02/08/2023
Ms. **** Linkletter
3221 *********
*******, ** 85018-6246
Date: 02/08/23
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 December 23, 2022.
We do make every effort to be forthcoming regarding our promotions and offers for Erase. 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 clearly stated on the order page of our website, and has not been made uneasy to read - information regarding the terms of the online offer and the continuity program is provided in the online shopping cart, in bold print of the same size font as the rest of the page, prior to any personal information being entered. Before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase: "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 that box.
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 Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $94.95 plus $4.99 for shipping and handling charges per month, unless you call or visit www.crepeerase.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
On December 27, 2022,?your initial order (a 30-day introductory supply) was sent for a total of $80.88 (including $5.92 ** Sales Tax)?and?charged in full to the?credit card provided. ?
Per the terms of the offer, on January 20, 2023, your 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $323.50 (including $14.97 s&h and $23.68 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. We received authorization for payment of its 1st installment of $108.64 at this time from the payment card on file.
On January 21, 2023, per your Live Chat request, your account was cancelled and information was provided about your 2nd shipment already in processing for delivery, as it could no longer be prevented from shipping by that time. We regret to note on reviewing your chat that it was disconnected before information regarding the remaining balance to be billed for your 2nd shipment had been provided. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already in processing prior to cancellation: 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.
Per your email inquiries on January 21 and 23, the payment schedule for your 2nd shipment was explained and return instructions were given.
Your 2nd shipment was sent and the authorized 1st installment of $108.64 was finalized as a payment on January 24, 2023, leaving a balance of $214.86. **** tracking #********************** indicates this shipment was delivered on January 30, 2023.
If you would like to take advantage of the 60-Day Money Back Guarantee available, you can simply return the product(s) - even if empty - within 60 days of receipt, for a refund of your full purchase price, less shipping and handling. We recommend shipping via ****, and obtaining a receipt for proof of shipping, when returning the package.
The return shipping address is:
Crepe Erase
6 ************
*****, ** 28704
As a gesture of goodwill in an effort to resolve this matter, the remaining balance of $214.86 for your 2nd shipment has been removed in advance of any returns received.
Your Crepe Erase account remains closed, and nothing further will be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorInitial Complaint
Date:01/21/2023
Type:Product IssuesStatus: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 ordered a one time sample of CE, obviously I wanted to try it out before deciding whether I wanted to purchase more or not. I read the fine print I read everything and none of it said it was on a membership basis or reoccurring payments. I did not like the product however, the following month a saw another charge on my credit card from that company. I called the company and told them I never received an email stating that the shipment was going out. I did not authorize reoccurring payments I was on the phone with customer service rep for a very long time. The customer service rep confirmed that they would be taking my account off automatic payments. She then provided me confirmation #********. The representative assured me that no future charges would take place. To my surprise in frustration yet. Another charge appeared this month. I called the company yet again was given the runaround yet again, therefore I called my credit card company to dispute the charge. This company should be penalized sued something they can't do this to the public. It is so frustrating to try and get them to take your card off auto charge. It should be bold highlighted clearly an option that you have to opt into they can't just sneak it in there, and then make it impossible for you to cancel it. Super frustrating waste of time trying to get somebody on the phone to do something about this. Please remove my card from auto pay. Please cancel my account completely.!!!!Business Response
Date: 02/08/2023
Ms. ******************************** ********
******, ** 91902-1540
Date: 02/07/23
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 do 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, whereas 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.
Our records reflect that you enrolled online for automatic shipments of Crepe Erase on November 16, 2022.
We make every effort to be forthcoming regarding our promotions and offers for Erase. 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 clearly stated on the order page of our website, and has not been made uneasy to read - information regarding the terms of the online offer and the continuity program is provided in the online shopping cart, in bold print of the same size font as the rest of the page, prior to any personal information being entered. Before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase: "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 that box, confirming that you agreed to the terms of the offer.
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 Crepe Erase. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $94.95 plus $4.99 for shipping and handling charges per month, unless you call or visit www.crepeerase.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." The products are also shipped with information reiterating the terms and benefits of membership, including the date of the next scheduled shipment as well as instructions on how to take advantage of the 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.
On November 17, 2022,?your initial order (a 30-day introductory supply) was sent for a total of $80.77 (including $5.81 CA Sales Tax)?and?charged in full to the?credit card provided. ?
On December 16, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery for a total of $323.06 (including $14.97 s&h and $23.24 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. We received authorization from the payment card on file for payment of its 1st installment of $108.48 at this time.
Also on December 16, 2022, we received your phone request to cancel your account. Information was provided about your 2nd shipment already in processing for delivery, as it could no longer be prevented from shipping by that time. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders which have already entered processing prior to cancellation: they will be sent, and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
Your 2nd shipment was sent and the authorized 1st installment of $108.48 was finalized as a payment on December 20, 2022, leaving a remaining balance of $214.58.
On January 20, 2023, the 2nd installment of $107.29 for your 2nd shipment was charged to the credit card on file as scheduled, leaving a remaining balance of $107.29.
On January 24, 2023, your financial institution reversed the 2nd installment of $107.29 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $214.58 due and payable to Crepe Erase, and a balance due reminder was therefore sent.
Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill in an effort to resolve this matter, the remaining balance of $214.58 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 DirectorInitial Complaint
Date:01/13/2023
Type:Product IssuesStatus: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.
** December 2022 I made a one time purchase from Crepe Erase totaling $64.76. I did NOT sign up for any subscription services or recurring orders. On January 13, 2023 my credit card was charged again for $92.56. I did NOT authorize this charge and I have received no goods for this charge. I want the $92.56 refunded to my credit card and all of my credit card information removed from their databases.Business Response
Date: 01/30/2023
*************************
*************************************************************-2363
Date: 01/30/23
Complaint ID: *******
Account Number: *******
File Number: **********
Dear ************,
Thank you for contacting ** 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 ** know about your experience.
Our records reflect that you enrolled online for automatic shipments of Crepe Erase(r) on December 12, 2022. While we do offer the ability to purchase Crepe Erase(r) products without a replenishment account, 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.
We make every effort to be forthcoming regarding our promotions and offers for Crepe Erase(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. Information regarding the terms of the online membership offer and the continuity program is provided in the shopping cart prior to any personal information being entered: these terms are bold print, and in the same size font as the rest of the page. Before customers may finalize their membership purchase, they must check a box which 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 initial order. The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
On December 12, 2022, your initial order (a 30-day supply) was sent for a total of $64.76 (including $4.80 OH Sales Tax) which was billed in full to the PayPal account provided.
On January 12, 2023, per the terms of the agreement, your 2nd shipment (a 90-day supply) was sent for a total of $275.21 (including $14.97 s&h and $20.39 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.56 was charged to the PayPal account on file when it shipped, leaving a remaining balance of $182.65.
On January 13, 2023, per your Live Chat request, your account was cancelled and information was provided about the remaining balance scheduled to bill for your 2nd shipment; orders that have shipped 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. Return instructions were also provided at this time. As a courtesy in advance of any returns received, a full refund of $92.56 was issued, and the remaining balance pf $182.65 was also cleared.
Your Crepe Erase(r) account remains closed, and nothing further will be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorCustomer Answer
Date: 02/01/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
The purchase I made was a ONE TIME purchase. NEVER did I authorize additional shipments or charges, regardless of price. If an automatic shipment order was created, there must have been an error on your end.
The items that were sent were marked RETURN TO SENDER. I was credited for them but want to be sure I will not be charged ANYTHING ELSE and my credit card information is removed from your database. Once I have written verification of this, I will close the investigations I have against your company.Business Response
Date: 02/10/2023
Ms. ************************************************************************ ** 44102-2363
Date: 02/08/23
Complaint ID: ********
Account Number: *******
File Number: **********
Dear ************,
Thank you for the opportunity to respond.
As stated previously, when you placed your order online on December 12, 2022, the offer you selected included enrollment for automatic shipments of Crepe Erase. Information regarding the terms of the membership offer and the continuity program is provided in the shopping cart prior to any personal information being entered: these terms are bold print, and in the same size font as the rest of the page.
More specifically, the offer you selected 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 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, unless you call or visit www.crepeerase.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax.
Additionally, in order to finalize their membership purchase, customers must check a box confirming agreement to the provided terms of the purchase, which 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 ** 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 do regret if you found this offer unclear in any way.
As confirmed in our prior response, on January 13, 2023, all future shipments were cancelled, as you requested. A full refund of your 2nd shipment's purchase price (including s&h costs) totaling $92.56 was also issued at this time, and the remaining balance of $182.65 was also removed.
To confirm once more, your Crepe Erase account remains closed, with nothing further to be shipped or billed.
Sincerely,
****************
Contact Center Operations DirectorCustomer Answer
Date: 04/13/2023
Complaint: 19317013
I am rejecting this response because none of this is true. I never check any such box or was given to understand I would be signing up for a subscription service. I made a ONE TIME PURCHASE. ************ is purposefully lying to confuse customers. I have received my refund and am happy and won't do business with them again, but other customers should know of their deceptive sales practices.
Sincerely,
*********************Business Response
Date: 05/11/2023
*************************
***********************************************************-2363
Date: 05/11/23
Complaint ID: ********
Account Number: *******
File Number: **********
Dear ************,
Thank you for the opportunity to respond.
As stated previously, our records reflect that you placed your introductory order online on December 12, 2022. The offer you selected was for a 5-piece 30-Day introductory kit, at the special member price of $59.96 (before applicable state taxes) and included free shipping and handling on your first order. One-time purchases are available online as well, but they are only available at retail pricing: please be advised that the retail price for the same kit you purchased, if purchased without the benefit of membership discounts, would have been $79.95 before any applicable state tax applied, and also would not include the 2 free gifts you received with your introductory shipment as a member.
As also stated previously, every online purchase (whether a one-time purchase, or an introductory membership purchase) requires the customer to check a box confirming that they agree to the terms and conditions provided at checkout, without which an order cannot be placed. The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the membership offer which you purchased unclear in any way
To confirm once more, your Crepe Erase account remains closed, with nothing further to be shipped or billed. At this time, we do consider this matter answered and closed.
Sincerely,
****************
Contact Center Operations DirectorCustomer Answer
Date: 05/12/2023
Complaint: 19317013
I am rejecting this response because:************ is lying.
I don't need anything else from you. You can close the complaint, but I would like it documented that it was not an amiable conclusion. ************ is flat out lying about what they did in every response they send.
Sincerely,
*********************Business Response
Date: 05/18/2023
*************************
***********************************************************-2363
Date: 05/17/23
Complaint ID: ********
Account Number: *******
File Number: **********
Dear ************,
Thank you for the opportunity to respond.
You are welcome to review our website where you placed your order to confirm for yourself the information provided previously, and can do so without entering any personal information or making any purchase.
We regret to learn of your continued dissatisfaction; however, please be advised that at this time we do consider this matter answered and closed.
Sincerely,
****************
Contact Center Operations DirectorInitial Complaint
Date:12/27/2022
Type:Product IssuesStatus: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 a moisturizer online in 11/25/22, order arrived on Dec 7, 2022. The moisturizer was hard to use on the face, called customer service, was told to take a picture and give the product number for quality control to look into the defected cream. Several calls and emails were sent to the company , each reply stating someone will be getting back with me no one has as of this date, ************ sold me a out dated product and refuse to refund me my money or replace the item.
the order #*********Business Response
Date: 01/26/2023
Business Response /* (1000, 5, 2023/01/13) */
**************************************************************
Date: 01/13/23
Complaint ID: *******
Account Number: NA
File Number: **********
Dear Ms. *******,
Thank you for contacting us through the***********************. 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 may have experienced any issues with*************(r) products as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience, as it is of utmost importance to us that any such issue is documented and addressed.
Please be advised that*************(r) products are available via multiple retail stores, online at ******************* as well as at*************, and via QVC - all of which maintain separate customer databases. As such, we are unfortunately not able to assist with refunds or replacements of products purchased from other retailers, as our division is only able to access purchase records from www.subd.com.
However, we have reached out on your behalf to request information about your ******************* purchase(s), in order to confirm the resolution provided: a full credit for the amount paid for this product was applied to your account, and this credit was used on an order placed 1/7/23.
We hope this information is helpful to you. If you need further assistance, please contact*************(r) Customer Service via the options provided at https://*******************/help-centre.list.
Sincerely,
********.
Contact Center Operations Director
Consumer Response /* (2000, 7, 2023/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:12/14/2022
Type:Customer Service IssuesStatus: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.
11-5-22 Ordered an intended "one time" purchase of ***********. I remember intentionally NOT checking a box agreeing to membership enrollment. 11-6-22 ****** sent payment confirmation of $63.71 for that order. Received order as agreed (still unopened to date). 12-6-22 ****** emailed "You authorized a payment of $90.90 USD to *****************". NO I DIDN'T! Went to CE customer service page that says to cancel Log-In OR call us. After log-in could not find ANY way to cancel except calling! Called, office closed! Went to ******, canceled "Billing Agreement" I never knowingly agreed to. 12-7-22 morning called CE and firmly but politely told rep to "Cancel Everything Please" Was told an unwanted shipment could not be stopped. Also told could return for full refund MINUS S&H and I must pay for return shipping! Later 12-7-22 received CE email confirming cancellation.
12-12-22 Received unwanted package, returned unopened package by Priority Mail with tracking #. That cost $22.43. I know how they pulled this off, used the required *** check box at check-out against me. Trusted an unworthy company endorsed by someone I respected. Have serious trust issue with them now. Live in constant fear of what may come next. Afraid to contact them directly in fear that may somehow reactivate something. I need third party to contact them to clarify what will and/or will not happen.Business Response
Date: 01/05/2023
Business Response /* (1000, 6, 2022/12/26) */
********************************************************
Date: 12/26/22
Complaint ID: *******
Account Numbe***: *******
File Numbe***: **********
Dea*** M***. ******,
Thank you fo*** contacting us th***ough the **********************. We ***eceived you*** inqui***y and since***ely apologize fo*** any miscommunication. We take these complaints ve***y se***iously and app***eciate the time you have taken to let us know about you*** expe***ience.
Ou*** ***eco***ds ***eflect that you en***olled online fo*** automatic shipments of ***********(***) on Novembe*** 5, 2022.
We make eve***y effo***t to be fo***thcoming ***ega***ding ou*** p***omotions and offe***s fo*** ***********(***). While we do offe*** the ability to pu***chase ***********(***) p***oducts without a ***eplenishment account, custome***s who choose to place one-time o***de***s a***e only offe***ed ou*** ***etail p***ices, whe***eas membe***ship includes many pe***ks such as discounted p***ices and f***ee gifts. As pa***t of thei*** initial pu***chase, custome***s en***olling in the ***********(***) membe*** p***og***am a***e info***med they will ***eceive automatic shipments until they contact custome*** se***vice to cancel o*** make changes to thei*** membe***ship: this info***mation is clea***ly stated on the o***de*** page of ou*** website - in bold font, the same size text as the ***est of the page - p***io*** to any pe***sonal info***mation being ente***ed.
Mo***e specifically, the offe*** you selected states that: "One month afte*** you*** fi***st o***de*** is shipped, and then eve***y th***ee months the***eafte***, you will be sent a new full-size supply of ***********(***). Each shipment will be cha***ged to the ca***d you p***ovide today, in th***ee monthly payments at the low p***ice of $79.95 plus $4.99 fo*** shipping and handling cha***ges pe*** month, unless you call o*** visit www.c***epee***ase.com/account to cancel. The***e is no commitment and no minimum to buy. All o***de***s a***e subject to applicable sales tax."
In o***de*** to finalize thei*** membe***ship pu***chase, custome***s must also check a box confi***ming ag***eement to the p***ovided te***ms of the pu***chase: "By checking this box, you a***e elect***onically signing you*** o***de***, ag***eeing to the te***ms above and to ou*** gene***al Te***ms & Conditions, including ou*** no-commitment auto-***eplenishment p***og***am, and autho***izing us to cha***ge payments to the c***edit ca***d you p***ovide." You*** autho***ization of futu***e shipments and associated cha***ges was p***ovided by checking this box to complete you*** initial membe***ship o***de***.
The p***oducts a***e also shipped with info***mation ***eite***ating the te***ms and benefits of membe***ship, including info***mation on how to take advantage of the adve***tised 60-Day Money Back Gua***antee: "If ***********(***) fails to meet you*** expectations, simply ***etu***n the bottles (even if empty) within 60 days of ***eceipt fo*** a ***efund of you*** pu***chase p***ice, less shipping & handling." We ***eg***et if you found the offe***, o*** satisfaction gua***antee, unclea*** in anyway.
On Novembe*** 7, 2022,you*** initial o***de*** (a 30-day int***oducto***y supply) was sent fo*** a total of $63.71 (including $3.75 ** Sales Tax)andcha***ged in full to the****** account p***ovided.
On Decembe*** 6, 2022, pe*** the te***ms of the ag***eement, you*** 2nd shipment (a 90-day full-sized supply) began p***ocessing fo*** delive***y, as scheduled, fo*** a total of $270.75 (including $14.97 s&h and $15.93 ** Sales Tax) to be billed in 3 installments ove*** 31-day billing cycles to the ****** account on file. We ***eceived autho***ization f***om ****** fo*** payment of its 1st installment of $90.90 at this time.
On Decembe*** 7, 2022, pe*** you*** phone ***equest, you*** account was cancelled. As you*** 2nd shipment had al***eady p***ocessed fo*** delive***y and could no longe*** be p***evented f***om shipping, you we***e info***med of the 60-Day Money Back Gua***antee available and ***etu***n inst***uctions we***e p***ovided. When we attempted to finalize at shipping the p***eviously-autho***ized payment as a cha***ge on this date, the ***equest was declined by ******. This left the full ***emaining balance of $270.75 due, and so a balance due notice was also sent on the following day.
As a gestu***e of goodwill in an effo***t to fully ***esolve this matte*** (and in exception to the te***ms of ou*** gua***antee which specifies s&h cost as a non***efundable item) the full balance of $270.75 fo*** you*** 2nd shipment has been ***emoved in advance of you*** ***etu***n's ***eceipt to ou*** facilities. Please conside*** any invoices ***eceived afte*** the date of this co******espondence to have c***ossed in the mail.
I have also ***emoved you*** contact info***mation f***om ou*** ***********(***) ma***keting databases, as ***equested. Please allow 4-6 weeks fo*** these changes to take effect.
Rest assu***ed that you*** ***********(***) account ***emains closed, and nothing fu***the*** will be shipped o*** billed unless you choose to place a new o***de*** in the futu***e.
Since***ely,
***********
Senio*** Manage*** Contact Cente*** Ope***ations
Consume*** Response /* (2000, 8, 2023/01/02) */
(The consume*** indicated he/she ACCEPTED the ***esponse f***om the business.)Initial Complaint
Date:12/11/2022
Type:Billing IssuesStatus: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 *********** on 9/26/2022 I paid 53.45 when I ordered I received my order started to use the product and realized it was not for me no big deal did not ask for my money back. Then in October I received more product I did not ask for more and had no idea it was on going monthly product membership no where when ordered did it tell me this. On October 25 I called told them I did not want there product and to cancel my order. Then November I received a bill for 57.44 and no product. So I called and spoke to *** said why am I being charged and I canceled in October, she told me I won't receive any more product but I must pay remainder of balance I was given a complaint #*********. I called my bank Wells Fargo to file a claim #************* they resolved my complaint and I received my 57.44 back on my account. I now received a email saying they have not received my payment of 144. 86. I should not have to pay a membership ship fee for when I don't want their product or was never aware this was a membership that I was getting.Business Response
Date: 01/05/2023
Business Response /* (1000, 6, 2022/12/23) */
********************************************************
Date: 12/23/22
Complaint ID: *******
Account Number: *******
File Number: **********
Dear Ms. *****,
Thank you for contacting us through the **********************. 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 ***********(r) on September 23, 2022.
We make every effort to be forthcoming regarding our promotions and offers for ***********(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. Information regarding the terms of the online offer and the continuity program is provided in bold font prior to any personal information being entered. Before customers may finalize their purchase, they must check a box that states they agree to the provided terms of the purchase: "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" By checking that box you agreed to the terms of the offer.
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 ***********(r). Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $49.95 plus $3.99 for shipping and handling charges per month, unless you call to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." The products are also shipped with information reiterating the terms and benefits of membership, including each shipment's payment schedule as well as information on how to take advantage of the 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.
OnSeptember 23, 2022, your initial order (a 30-day introductory supply) was sent for a total of $53.45 (including $3.50*** Sales Tax)andcharged in full to thecredit card provided.
On October 21, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $173.15 (including $11.97 s&h and $11.33*** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization for payment of the 1st installment of $58.29 from the payment card on file at this time.
On October 22, 2022, per your phone request, your account was cancelled. As your 2nd shipment could no longer be prevented from shipping by that time, information was provided regarding the payments to be billed for it, as well as return instructions given. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for shipments which have already processed at the time of cancelation: they will be sent, and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
On October 24, 2022, your 2nd shipment was sent. The previously-authorized 1st installment of $58.29 was finalized as a charge when the kit shipped; the 2nd installment of $57.44 for was charged to the credit card on file as scheduled on November 24, 2022, leaving a remaining balance of $57.42.
On November 26, 2022, per your phone inquiry, the installment billing for your 2nd shipment was explained and return instructions were once more provided.
On December 2, 2022, your financial institution reversed the 2nd installment of $57.44 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $114.86 as due and payable to ***********(r). This also activated the past-due billing process which sends monthly balance reminders.
On December 20, 2022, 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 $45.88 was issued and the balance of $114.86 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $12.81 (s&h) was not refunded. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
Your ***********(r) account remains closed, and nothing further will be shipped or billed.
Sincerely,
*********
Senior Manager Contact Center Operations
Consumer Response /* (2000, 8, 2023/01/03) */
I received my money back you can close out the complaint. Thank you for help **** *****
*****************************Initial Complaint
Date:12/02/2022
Type:Product IssuesStatus: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.
This is regarding an unauthorized credit charge by Perricone MD US.On 9/29/2022 I noticed that I had been charged $92.88 by Perricone MD US for an order I had not initiated.I immediately contacted their **************** chat line to have this charge reversed and any order cancelled. After days of back and forth, during which they were unable to cancel the order, this package that I did not order arrived. (TRANSCRIPT ATTACHED)(I had, I should note, have ordered something from this company previously.) I continued to correspond with ****************, requested a pre-paid label so that I could send this package back to them for a full refund.They refused, so I contacted my credit card company to refuse this charge. They agreed this was a fraudulent charge and cancelled payment.Once this had been successfully completed, I again contacted PErricone MD requesting a pre-paid label to return the unwanted, unordered package. They refused and then sent me a bill for $276.15.I called and then began emailing their **************** to no avail.Now I am contacting you for help.Business Response
Date: 12/15/2022
*********************************
*********************************************************-2005
Date: 12/15/22
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(r) on August 28, 2022. As part of their initial purchase, customers enrolling in the Perricone Cold Plasma Sub-D(r) 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 clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership, as well as our customer service contact information.
On August 29, 2022, your 1st shipment (a 30-day introductory supply) was sent for a total of $93.14 (including $5.99 s&h and $7.20 ** Sales Tax) and charged in full at this time to the credit card provided.
On September 29, 2022, per the terms of the agreement, your 2nd shipment (a full size 90-day supply) was sent for a total of $276.15 (including $14.97 s&h and $21.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $92.88 was charged to the credit card on file at the time of shipping, leaving a remaining balance of $183.27.
On October 10, 2022, your financial institution reversed the 1st payment of $92.88 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $276.15 due and payable to Perricone Cold Plasma Sub-D(r). At this time your account was cancelled due to the payment dispute, and the past-due billing process was activated to send monthly balance reminders.
On November 3, 2022, we received your letter inquiring about returning your 2nd shipment to have the balance cleared. Our records reflect that a supervisor attempted to reach you at the phone number on file for your account, and a voicemail was left advising that the 60-day money-back guarantee had been extended to allow balance removal for your return beyond the standard guarantee period.
We note that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account prior to November 3rd. Please be advised that Perricone MD products are also available via multiple retail stores, online at www.perriconemd.com, and via QVC - all of which maintain separate customer databases and would not have had access to account information for membership orders placed at our website, www.subd.com.
As a gesture of goodwill, the remaining balance of $276.15 has been cleared prior to receipt of your return, and a pre-paid return label has also been issued to assist with the return of this shipment at no additional cost to you. Please allow a minimum of **** business days for that label to arrive by mail.
Your Perricone Cold Plasma Sub-D(r) account remains closed, and nothing further will be shipped or billed.
Sincerely,
****************
Senior ********************** OperationsCustomer Answer
Date: 12/18/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
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