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Business Profile

Health Products

Optimal Max Keto

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Optimal Max Keto's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 38 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/24/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 the Keto product, one time. They put me on auto ship and took 199.00 out of my account. There is no phone number or address to return product, and get a refund.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/31) */ Hello ****, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As per double-checking, your account was refunded $99.88 on 08/24/2022. As a one-time courtesy, we went ahead and issued an additional refund of $100.00 as requested. Please allow 5-10 business days depending on your bank's processing time, for the credit to reflect in your account. Rest assured, the account is cancelled, and you won't receive any further charges.

    • Initial Complaint

      Date:08/19/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Orig order placed 5/22/2022 for 5 month supply charged 199.88. No confirmation email or shipping statement received with contact info provided. Another 5 month shipment was sent on 6/22 and again on 7/22 and was charged an additional 199.88 for each shipment. Do not need or want this much product. I am not able to cancel the order. When call the cust svc # on my credit card billling statement a representative answers and asks for the zip and says they cannot hear a response and ask you to call back and disconnect the call. Have tried multiple times from different phones with the same result. I need them to stop sending product and charging my account and I want to return the last couple of shipments that I have been unable to cancel for a refund of 199.88 for both shipments. Their website is https://buyoptimalketo.com/ They have a different # on there but I get the same result. Attached is their terms from website with the same phone # on my billing statement but once someone answers they always say they cannot hear you and disconnect the call. Also attached screen shot from phone with a different cust svc number but get the same song and dance. There is no way for a customer to call and cancel. I actually believe that it is not a live rep who answers but is instead a recording.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/08/24) */ Hello *********, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions. We went ahead and issued a full refund for the last order without the need to return the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account. Rest assured, the account is canceled and you won't receive any further charges. Thank you

    • Initial Complaint

      Date:08/18/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 sold me a bottle of Optimal Keto Max., order number XXXXXXX. When I received it and read the ingredients, I realized it is not a safe product for me. I called and received an RMA number and was given the following address for returns: Optimal Max KEto, Shipping Department, PO Box 7000, Smyrna, TN XXXXX-XXXX. I spoke with Elsy ,who assured me that my bank account would be refunded the $100 I spent on the pills. She gave me an RMA # of XXXXXXXXX. I have proof that I mailed it via uSPS. Tracking number XXXXXXXXXXXXXXXXXXXXX. It was shipped on 7/22/2022 with estimated delivery on 7/30/2022. Today is 8/18/2022 and they still have not refunded my money for the two unopened bottles. I called today and they pretended they have not received it.

      Business Response

      Date: 08/31/2022

      Business Response /* (1000, 6, 2022/08/26) */ Hello Kathleen, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. As per double-checking, your account was refunded $109.88 on 08/20/22. We went ahead and issued an additional refund of $10.00 today. Please allow 5-10 business days depending on your bank's processing time, for the credit to reflect in your account. Rest assured, the account is canceled, and you won't receive any further charges. Thank you for being so patient. If you need anything else, let me know if I can help.

    • Initial Complaint

      Date:08/07/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 a couple bottles back on January 5th only because it was a buy 1 get 1 deal. Before I received them I noticed a 2nd charge. I ended up getting double the order. I have been trying to get a refund ever since. They finally "attempted" to refund my card on March 22 but it "failed" so they were going to send me an echeck. That apparently failed twice as well. After threatening to take legal action on May 25th I got an e-check sent to my email. I asked my bank before I chose that option vs ACH (I obviously don't trust them with my bank information at this point) and my bank told me it wasn't a legit check so they wouldn't take it. I have now been waiting for a call back since June 22nd to see if I could get a paper check sent via mail. This company is a complete scam. I just want my money back.

      Business Response

      Date: 08/24/2022

      Business Response /* (1000, 5, 2022/08/11) */ Hello Jessie, We apologize for the inconvenience this may have caused you. For the e-check that we sent out to your email, you have two options convert it or deposit it. First is, you can print it out and show it to your bank or deposit it directly with your bank. Along with it, are the email instructions on how to use the e-check. To deposit it electronically, you will need to use your mobile banking app, and you need to endorse the e-check by drawing a line in the back and signing it just like a regular check. Then go into your mobile banking app and select to deposit a check. Thank you

    • Initial Complaint

      Date:08/02/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have tried to cancel the subscription for this product by "return to sender." There is no way to contact the company and I keep receiving the product and getting charged for it. I did not order it from amazon but noticed that they offer the product so I talked with a rep there and they were able to provide me with the address, phone and email info. No one answers at the phone number. Not a big surprise. Since I ordered and tried the product out, I checked more reviews and noticed other people are having difficulty canceling. I would love to be refunded at least some of the money but cancellation would be a big help. Can you help'Thank you!

      Business Response

      Date: 08/12/2022

      Business Response /* (1000, 5, 2022/08/09) */ Hello *******, We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions. We went ahead and issued a full refund for the last order without the need to return the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account. Rest assured, the account is canceled and you won't receive any further charges. Thank you Consumer Response /* (2000, 7, 2022/08/09) */ Thank you for your help. They have finally responded, refunded a portion, and stopped the shipment. Thanks again! ******* *********

    • Initial Complaint

      Date:07/28/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In May 2022 I responded to an ad on Facebook for the product. There was a special going on that said buy 1 bottle for $59.95 get the second free. I ordered that special. The product didn't get to me for a month. Then I was charged $119.xx for it! I decided to let it go because it was a 1 time purchase and I want the hassle of dealing with customer service. Imagine my surprise when my card was charged in July for ANOTHER $119! I didn't sign up for auto ship, only a one time purchase. There is no contact info in the package for me to get in touch with this company to CANCEL the auto ship. This company is a scam and a fraud and takes money WITHOUT permission.

      Business Response

      Date: 08/17/2022

      Business Response /* (1000, 5, 2022/08/03) */ Hello *****, We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions. As per checking, your last order has been delivered to your mailing address on June 27, 2022 at 10:23 am with the USPS tracking number (XXXXXXXXXXXXXXXXXXXXXX). We went ahead and issued a full refund as the customer requested. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account. Rest assured, the account is canceled and you won't receive any further charges. Thank you Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 8/3 the company charged my card $119.88 TWICE! They then reversed those charges. So it looks like they gave my money back, but in actuality they did not give me back the original charge! This is trickery! I am smart enough to see that I was charged a total of 4 times (once in May, once in July and twice in August) and only was reimbursed 2 times. Business Response /* (4000, 9, 2022/08/11) */ Hello *****, We do apologize for the confusion. We have verified that we issued your refund a total of $239.76 on 08/03/2022. I'd like to assure you that all your accounts with us have been closed. In this case, please do coordinate with your bank. Thank you Consumer Response /* (2000, 11, 2022/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/26/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Was not told that it would revolve into monthly charges. Have been charged for June and July.-$199 each month. Tried calling but no one will answer. Keep getting a recorded message about an error.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 5, 2022/08/01) */ Hello ****, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $199.88 today, as requested. Please allow 5-10 business days depending on your bank's processing time, for the credit to reflect in your account. Rest assured, the account is cancelled, and you won't receive any further charges.

    • Initial Complaint

      Date:07/16/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 4/27/22 my bank account was charged $79.99 for a reoccurring purchase from Buy Optimal. I only purchased 1 bottle of product. I did not opt to enroll in automatic shipments. I called the company and was given a RMA#. When the package came I took it back to the US Post Office and wrote the RMA# in large black numbers. I had the postmaster put a clear piece of tape over the number to protect it. I also had the package sent back with a Tracking number to the original sender. It was received on May 2, 2022. I have not received a refund for the $79.99 and they most definitely received their product back.

      Business Response

      Date: 08/08/2022

      Business Response /* (1000, 5, 2022/07/25) */ Hello *****, We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions. Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. The reason we cannot process a refund is that you have already requested one with them. Meaning that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you

    • Initial Complaint

      Date:07/14/2022

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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 5 bottles of the Optimal Max Keto product in May 2022 on my credit card for $199.88. My credit card paid for this product on 6-7-22, I returned 3 bottles of the product, after getting permission from the company to do so, which they received back on 5-31-22. I have the USPS tracking number for the return, and the company verified they received the product. They are insisting that my account with them is frozen due to a dispute with my credit card company, which I have no idea what they mean. They refuse to show me any backup regarding a dispute, and my credit card company has no record of a dispute. I called their company service 2 times and each time they have said they cannot help me due to my account being frozen. I have numerous e-mails going back and forth about a frozen account, and have told them numerous times there was no dispute with the credit card company, as they were paid in full. Not sure what to do next. Can you help with my refund?

      Business Response

      Date: 07/15/2022

      Business Response /* (1000, 5, 2022/07/15) */ Hello ***, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. The reason we cannot process a refund is that you have already requested one with them. Meaning that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no dispute filed with my credit card bank and I have not or will not be receiving a refund. They were paid for the merchandise I received, and I expect to be refunded for the merchandise that was returned to them. They refuse to offer any backup or proof that a dispute has been filed, since it has not Business Response /* (4000, 9, 2022/07/25) */ Hello ***, Please accept our deepest apologies for any trouble or inconvenience we have caused you. It's critical for us to keep our customer satisfaction high and make reasonable decisions. As a result, our claim evaluation methods are stringent, and we consider all details when determining the best course of action. However, upon reviewing your account, you have filed a dispute on one of charges with your bank. Since you went through the chargeback process, we cannot issue a refund as there is an ongoing investigation of the dispute you have filed. Either way, your bank may give a refund if the claim is validated. Thank you for understanding and your patience. Consumer Response /* (4200, 11, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the problem I have been having with them, and the reason I contacted the BBB. They falsely claim I filed a dispute with my credit card company, and I have not. I repeatedly asked for backup to the so called dispute filed, and never get past this point. I contacted my credit card company numerous times to check on this, and there is no record of a dispute or credit. Business Response /* (4000, 20, 2022/08/03) */ Hello ***, We really do apologize if you went through this process. Your account has been cancelled after we received notification that you have initiated a dispute of one of the charges with your bank. Since you have filed a dispute, we are unable to issue any type of refunds and will continue resolving this matter directly with your bank. Thank you Consumer Response /* (4200, 22, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an email from Optimal keto max on 8-3-22 indicating they were crediting my account, but I have not seen it. I believe they are just giving me the runaround and no credit will be issued. Business Response /* (4000, 24, 2022/08/09) */ Hello, We really do apologize if you went through this process. Your account has been cancelled after we received notification that you have initiated a dispute of the charges with your bank. Since you have filed a dispute, we are unable to issue any type of refunds and will continue resolving this matter directly with your bank. Thank you

    • Initial Complaint

      Date:07/13/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had purchased from this company about three months ago. This was a one time purchase and I told whoever I spoke to I only wanted it that way. This person assured me it was a one time purchase. I was shocked when I received another charge today 7/12/22 in the full amount of $199.88. This charge was not authorized. When my back called me they gave me the phone number of XXX-XXX-XXXX. This number rings one time and hangs up on you.

      Business Response

      Date: 08/03/2022

      Business Response /* (1000, 5, 2022/07/20) */ Hello *****, We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions. As a one time courtesy, we went ahead and issued a full refund for the last order without the need to return the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account. Rest assured, the account is canceled and you won't receive any further charges. Thank you

    Optimal Max Keto is NOT a BBB Accredited Business.

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