Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2023

  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 began using this company's 'Omega XL' product abut a year ago and the product was OK. However, in March of this year I underwent emergency surgery and subsequently lost my job. In order to reduce as many expenses as possible I contacted Great HealthWorks in March to cancel my autoship. The representative assured me that she would cancel my autoship. I continued to be billed and more product has been shipped every month since. I called again in May to cancel my autoship. It is now AUGUST and I was just billed AGAIN with more product on the way. This company is dishonest. I have even cancelled my bank card last month and THEY STILL ARE CHARGING ME 6 MONTHS AFTER MY ORIGINAL CANCELLATION REQUEST!!!

  

  Business Response

  Date: 08/22/2023

  August 22, 2023
  RE: #********
  *******************
  To Whom It May *************************** are responding to the complaint raised by **************** regarding the cancelation request for her subscription. After conducting a thorough review of the account in question, we were unable to locate any record of contacting our company regarding a cancellation request in March 2023.  Our records indicate that on April 13, 2023, **************** initiated a new order through our website, taking advantage of our Buy One Get One (BOGO) OmegaXL offer.
  On August 11, 2023, **************** contacted our company and requested to cancel her subscriptions. **************** stating that she had previously requested to do so back in March. The representative advised **************** that there was no record of that call and proceeded to cancel the subscriptions. As a courtesy, the representative submitted a refund for the last two orders billed (one refund for OmegaXL and one refund for SleepXL) less shipping and handling.    
  

   We attempted to reach out to **************** upon receipt of this complaint but were unsuccessful. Based on our findings, we were not able to locate any cancelation requests prior to August 11, 2023. **************** account is not eligible for any additional refunds per our 60 day money back guarantee.
  

   Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or [email protected] hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  

  Sincerely,
  Great HealthWorks
  ***************************
  *************, ** 33312
  ************ 

• Initial Complaint

  Date:07/11/2023

  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 July 10, 2023. I called **************** and cancelled my subscription for a supplement this company sells (Omega XL). I told ******* that since I will have no current business with her company, had no desire to make future purchases from them, and did not desire to access my purchase history data, I wanted Great HealthWorks to delete my credit card and other personal information from their customer and billing databases and servers. ******* told me she could not do that, and that the company would keep my personal and banking information forever. I advised ******* that I would complain to the ************************ because to keep my personal/banking information without my permission and after all legal business has been concluded is illegal. I asked to speak to a supervisor immediately, but *******'s response was that she couldn't contact a supervisor at that time, and that one would contact me within 48 business hours. As of the date of this complaint I have not been contacted by anyone from Great HealthWorks, Inc.

  

  Business Response

  Date: 07/20/2023

  July 20, 2023
  RE: #********
  *************************
  
  To Whom It May **************************** are responding to the complaint raised by ****************** regarding her request to have her personal information removed from our system. Upon receipt of this complaint, we would like to confirm that we have since deleted ******************** payment information from our system as she requested. During the initial call, we would like to clarify that the representative would not have been able process the request at that time. 
  

  On July 12, 2023, we contacted ****************** and were happy to have been able to speak with her.  ****************** confirmed that she would like her payment information removed from our system, but she would like to purchase products as needed. ****************** was advised that once her request was processed if she placed another order her payment information would be captured with each purchase. We provided ****************** with some alternatives ways to make her payment and she confirmed that she understood. 
  

  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  

  Sincerely,
  Great HealthWorks
  ***************************
  **************, ** 33312
  ************ 
  
  
  

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with regard to my case. However, I urge Great HealthWorks management to bring their own **************** personnel up to date with company policy and the law, specifically the California Consumer Privacy Act of 2018. In this way **************** will avoid giving out false information to consumers making a similar request regarding the deletion of personal and credit card information.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  Canceled autoship but they sent last order anyway. Sent package back as requested package is at post office ***************. Was tried to be divered on July first but business was closed. I called and told them the package had tried Tobe delivered and that it at post office and they would have to pick up. They will not. I want my refund less shipping and handeling

  

  Business Response

  Date: 07/20/2023

  July 20, 2023
  RE: #********
  ***************
  
  To Whom It May ********************* are responding to the complaint raised by Mr. **** regarding the refund for the OmegaXL purchase. After thoroughly reviewing the account, we can confirm that Mr. ****** account was canceled on 6/20/2023 and he was provided the return instructions for a refund per our 60-day money back guarantee policy. We can also confirm that we have been able to track ************** returned order, but it has not been received by our company to initiate the refund process.
  

  Upon receipt of this complaint, we attempted to reach out to Mr. **** but were not unsuccessful. We have since submitted the refund for the order Mr. **** returned minus shipping and handling. We requested that Mr. **** allow 1-3 business days for processing.
  

  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or [email protected] hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  

  Sincerely,
  Great HealthWorks
  ***************************
  *************, ** 33312
  ************

  
  

• Initial Complaint

  Date:06/20/2023

  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 bought Omega XL with a guarantee my money back if not satisfied within 60 days. I called & they said 30 days money back, I said the 2 bottles you have to use will take more than 30 days to see if it work. Now that I finish both bottles with no results, I would like my money back. I paid $39.00.

  

  Business Response

  Date: 06/23/2023

  June 23, 2023
  RE: #********
  ***************************
  
  To Whom It May ********************* are responding to the complaint raised by **************** regarding the refund for the Omega XL purchase. After reviewing the account thoroughly, we can confirm that **************** called our company on April 22,2023, and canceled the autoship.
  

  On June 7, 2023, **************** called back and inquired about receiving a refund under the 60-day money-back guarantee. Our representative explained the terms of the 60-day money-back guarantee and advised **************** that he would have had to return the remaining portion and empty bottles by May 22, 2023, to receive a refund. **************** was upset once he learned he would not be eligible for a refund.
  

  Upon receipt of this complaint, we contacted **************** and are happy to have spoken with him. We have since submitted a courtesy refund minus shipping and handling for his order. We ask that **************** allow 1-3 business days for processing.
  

  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.

  Sincerely,
  Great HealthWorks
  ***************************
  **************************************
  ************ 

• Initial Complaint

  Date:06/01/2023

  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 just ordered from this company last week and have been trying to cancel the autoship. I have filled out the forms on their website multiple times and no one is assisting me. I think this is a scam and they are trying to avoid canceling the autoship to keep charging me.

  

  Business Response

  Date: 06/12/2023

  June 12, 2023
  RE: BBB Case # ********
  *************************
  
  To Whom It May ***************** are writing about the complaint cited above. We were disappointed to learn that ********************** experience did not meet her expectations when contacting ** to request the cancelation of her subscription.After reviewing the requests we received, we can confirm that the initial request was received outside of our regular business hours including a holiday where our offices were closed.
  Nevertheless, we have canceled your subscription and a confirmation has been sent to the email address we have on file.
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ***************************
  **************************************
  ************

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  This company offered a monthly subscription to their product with a 60 day refund policy. I placed my first order in February 2022. In March I called to cancel my order. It was billed and shipped anyway. Since then I have made 2 "return to sender" shipments and multiple calls. I'm told that the number cannot handle my cancelation nor issue refunds and I'm given another number. That number either does not answer or plays only hold music without indication of the company you reached or other identifying information. NEVER has a single person acknowledged this issue. **************** tells me that if this were the case they would have notes on the call. If this were the case they would have in their system that packages were returned. The latest call was this afternoon in response to the change in credit card info, "we have trouble processing your order". After explaining everything yet again, I had to wait for a supervisor. I was told repeatedly to hold until she came back on the line that a supervisor will call back in 24hrs! I was still willing to hold, but "****** shift ends at 4pm and he's on another call right now" It's only 2 in the afternoon, can I speak to his supervisor? "No. ****** is the only one who can help you and he's on another call. He will call you and tell you exactly what I told you already. You needed to take care of this last year and we have no record of you trying to contact us." I clarified that there is a huge difference between our calls and returns and their lack of records. We changed the credit card twice and had to report them with the bank because they accessed the new credit card the first time it was changed. 1. They refused to accept the request to cancel and honor their refund policy. They gave a 'phone number for that department is' response instead. 2. They refused to answer the complaint/return/refund department phone number. 3. They refused to acknowledge receipt of 2 months of Omega XL shipments. **** is not that bad!

  

  Business Response

  Date: 06/13/2023

  June 13, 2023
  RE: BBB Case # ********
  *****************************
  
  To Whom It May ****************** are responding to the complaint raised by ****************** regarding his experience with our company. We can confirm that ********************** purchased our Buy One Get One Free promotion of two (2) bottles of OmegaXL on February 5, 2022, via our website. Upon thoroughly reviewing our records, we could not locate any contact or communication regarding a cancelation request before May 30, 2023. During the call on May 30, 2023, ******************** subscription was canceled. We also do not have any records indicating we received returned products from *******************
  
  On June 1, 2023, our company attempted to contact ****************** per his request for a supervisor callback, our attempts to reach him were unsuccessful. While we understand the request for a refund, we cannot honor it,as we received ********************** cancelation request outside of our 60-day money-back guarantee policy.
  
  We take these matters seriously, and our policy is to document all customer interactions and requests thoroughly. We welcome ***************** to contact us to provide additional information to support the cancelation request and returned products.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ***************************
  *************, ** 33312
  ************
  

• Initial Complaint

  Date:05/10/2023

  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.

  I order products called Omega XL with a 60 day money back gaurantee. First order was placed 4/3/23 . My mother didnt feel a difference. I was charged for a second order and didnt not recieve a full refund. Total was $132.49 expected to be refunded due to their policy and only received $75.49. I reached out and chated with ************************** and they do not want to honor their 60 day full money back Guarantee. I would like for them to honor their policy and recieve the remainding $57.

  

  Business Response

  Date: 05/24/2023

  May 24, 2023
  RE: BBB Case #******** 
  *********************
  
  To Whom It May ****************** are responding to the complaint raised by ************** regarding the terms of our money-back guarantee. Upon review of the account, ************** purchased a Buy One Get One Free promotion of two (2) bottles of OmegaXL on April 1, 2023. This promotion included a 60-day money-back guarantee from the initial date of purchase.
  
  On May 6, 2023, ************** contacted our company to cancel her subscription and request a refund for her last order. Our representative canceled the subscription,submitted a refund and advised of our refund processing time.
  
  On May 10, 2023, ************** contacted our company via chat and advised that she had requested a full refund but only received a partial refund. Our representative explained that the refund was for her request of the last order only and explained the terms of our 60-day money back guarantee and related return/refund terms,including that shipping and handling fees are non-refundable under our terms.The agent also processed Ms. ****** request for a refund for her initial order (less shipping & handling).
  
  Upon receipt of the complaint, we attempted to contact **************, but unfortunately,we could not reach her. We have now refunded ************** for both her initial order and her most recent order under the terms of our 60-day money back guarantee.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ***************************
  *************, ** 33312
  ************
  

• Initial Complaint

  Date:04/28/2023

  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.

  April 21, 2023 I placed an order for $240.90. My bank flagged the Omega XL company as fraud, and rejected the transaction. After waiting a week for my products, I called the company and they said they cancelled the order. They never notified me. I was given a number for a " ***************** ************. No one ever comes on the line, it just stays silent.Everything about this company is indicating FRAUD. The order # was ***********

  

  Business Response

  Date: 05/01/2023

  May 1, 2023
  RE: BBB Case # ********
  *******************************
  
  To Whom It May ****************** are writing about the complaint cited above. After reviewing ******************' account, we apologize for any inconvenience she may have experienced with our company. We understand ****************** has expressed concerns regarding her order, which we temporarily stopped because we could not verify the details.
  
  Unfortunately, we cannot move forward with ********************************* order until we speak with her. We regret that she hasn't been able to reach our *************************** We attempted to contact her as soon as we received her complaint but couldn't reach her.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ***************************
  **************************************
  ************ 

• Initial Complaint

  Date:04/27/2023

  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 order the product off of the ** I was given until the 28 of April to cancel auto ship I received auto ship order on the 27 of April and my CC was charged before the cancellation date. I did contact the company after being on hold for 45 minutes and once I did speak to someone name ****** he said he cancel the auto ship.I called 2 days later once I saw my CC had been charged for 76.00$. I was then told I would get a refund minus shipping which I don't think is fare as a customer they advertise money back guarantee This is one of the worst companies I have ever delt with you are on hold for ever when you finally get to speak with someone they try everything to make you stay with the company by offering you free stuff it almost as if you have to threaten them to cancel and get a refund I felt so harassed by the customer service agent you should be able to cancel and get a refund without a hassle

  

  Business Response

  Date: 05/01/2023

  April 28, 2023
  RE: BBB Case #  19991447
  ***************************
  
  To Whom It May ****************** are responding to the complaint raised by **************** regarding her subscription to our Buy One Get One Free promotion of two (2) bottles of OmegaXL, purchased on March 26, 2023, via our website. Our subscription policy entails automatic monthly delivery of the product, scheduled once every 30 days. ******************** case would have been on April 25, 2023. However, we have yet to be able to verify that *************** was informed of the cancellation deadline of April 28, 2023.
  
  On April 25, 2023, **************** contacted our company to cancel her subscription. During the conversation, she explicitly requested the cancellation of her account, and our representative accommodated her request. Our representatives are trained to provide customers with comprehensive product knowledge to ensure optimum product performance and offer appropriate resolutions that meet their needs.Unfortunately, ******************** monthly subscription order was billed and processed on April 25, 2023. It may not have been communicated to her during the interaction with our representative.
  
  We apologize for any inconvenience **************** may have experienced during the communication with our company. Upon receipt of the complaint, we tried to contact **************** but were unsuccessful. As per our 60-day money-back guarantee, refunds exclude shipping and handling fees. However, as a gesture of goodwill, we have refunded the total amount of ******************** order and request 1-3 business days to process the refund.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ***************************
  *************, ** 33312
  ************
  

  Customer Answer

  Date: 05/09/2023

   
  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:02/28/2023

  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.

  Asked for cancellations because I had a stroke and per my doctor she does not me to take this Omega Ol. Called them and ask them cancel order and refund my ***** and said we were being recorded and then they hung up on me

  

  Business Response

  Date: 03/02/2023

  March 1, 2023
  RE: BBB Case # ********
  *************************
  
  To Whom It May ****************** are writing about the complaint cited above. We have reviewed Ms. ****** account and apologize for any inconvenience experienced when speaking with our company. On February 25, 2023, ************** contacted our company via live chat and requested that her order be cancelled. At the time ************** attempted to reach us it was outside of our regular business hours.
  
  On February 27, 2023, ************** contacted our office via phone and spoke with a representative who canceled her subscription as requested. On February 28, 2023,  ************* called again and stated she received an email that her order shipped after she canceled it. The representative explained to ************** that although we did cancel her subscription, we could not stop her order. The representative advised that ************** could return the product for a refund. ************** advised our representative that she had her lawyer on the other line and was recording the conversation. Our company policy doesnt allow our customers to record phone conversations on their end. ************** was asked to stop recording, and she refused, which resulted in the representative terminating the call.
  
  Upon receipt of this complaint, we attempted to contact *************, and unfortunately, we were unsuccessful. We have submitted a full refund for Ms. ****** order; please allow 1-3 business days for the refund to process.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  4150 ***********
  *************, ** 33312
  ************