Complaints

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

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  Optimal Max Keto

  PO Box 153201 Ste 1093 Tampa, FL 33684-3201

• 

  Optimal Max Keto

  PO Box 7000 Smyrna, TN 37167-7000

• 

  Optimal Max Keto

  Unknown Dallas, TX 75202

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

• Initial Complaint

  Date:06/27/2022

  Type:Sales and Advertising 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.

  Order was placed for $199.98 to Optimal Max Keto for pills. They took money from my bank account on May 24, 2022.I received package and decided I did not want it. I returned package within a week following their directions. I have not received a refund. After talking to them, they tell me the only way they will refund me my money is to give them the tracking ID the post office gave me. Unfortunately I have lost the receipt and they claim there is no other way to get my money back. Please help. Thanks very much....

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/07/06) */ Hello ****, We regret any inconvenience 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 went ahead and issued a refund of $199.88 as the customer 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. Thank you for being so patient. If you need anything else, let me know if I can help. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business has refunded my money in full.

• Initial Complaint

  Date:06/22/2022

  Type:Sales and Advertising 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.

  see Attached document

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/24) */ 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 refund of $132.37 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:06/18/2022

  Type:Sales and Advertising 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.

  ordered a product that only cost 60 dollars and and as soon as i went to check for receipt noticed they had charged me for 199 plus separate order and when i called back they said they'd already sent out the order and i had to wait and send it back so I did just that on May 20 and called after about a week and since then have been getting my refund and just called again they said they would only refund some of my money and after goimg back and forth said I had to pay a cleaning fee of $5 a bottle but i never even opened the package and the receipt from the post proves it because they just said it was refused package and still have not received my refund for $259.87

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/21) */ 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 apologize that you have overlooked the terms of our Return and Refund Policy. As a one-time courtesy, we went ahead and issued an additional refund of $35.00 as the customer 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:06/18/2022

  Type:Sales and Advertising 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.

  My Mother, who is over 70, and was nowhere near a computer or the internet to purchase these "supplements" at the time she was charged On May 15th, saw something on her bank statement from this company for over $160. When she saw this, she called to find out what they were. They told her that she'd made the purchase (which she did not) and if she wanted to return it, she would have to wait until he received the package, contact them for an RMA, pay herself to ship them back, and then wait 3 weeks to get a refund. She received the package - the tracking showed the package didn't even leave until after she had called. Once received, she marked the box with the RMA without opening it, drove herself to the post office (keep in mind, she's not in great health and on a fixed income) returned the items, and then called when the tracking she purchased showed the package had arrived at the destination. She was told she'd have to wait 3 weeks and call back to inquire about a refund. When she called back on June 16th she was told that she would be charged $10 a bottle to sanitize the bottles... She never even opened the package. SHE'S 76. She's been scammed. Stolen from, and lied to about a refund.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/21) */ Hello ******, Apologies for the inconvenience, but we cannot locate an account for the consumer. Please provide an account name, account number, order ID, etc., to resolve this matter. Thank you. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not going to provide my mother's name because that would publish it on the Better Business Bureau website. She does not know an order number because she did not place an order and was not given one. She never opened the box when she received the products that you sent to her. We have resolved this via email directly but overall your business practices are still completely unacceptable. It was only after I submitted these complaints via the Better Business Bureau that you finally responded and offered to refund the charges for the products and the "restocking fee". Ultimately in the end you provided a refund for the charges that you never told her about but this does not forgive the fact that you scammed her in the first place. You sent her products, in an order that she never placed. You forced her to go to the post office to return the products with her own money (that was not refunded) and then made her wait over a month to receive the money back for a product that she did not agree to.

• Initial Complaint

  Date:06/14/2022

  Type:Sales and Advertising 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 responded to an ad on Facebook for Optimal Max keto. I thought I was to receive a trial size amount but I received seven full-size bottles of keto and was charged $258. I immediately called the number on the bottle to cancel Any subscription that might be involved and let them know I want to return what I received for full refund. information on Facebook indicated that 100% satisfaction guarantee, I received a PO Box 7000, Smyrna TN attn/shipping dept as the address to return the item to. I returned item and it was received back by the company via tracking confirmation. I have been unable to reach the company. All phone numbers I have found are disconnected. My reference number to return is XXX-XXX-XXX. The phone number I had is XXX-XXX-XXXX it is not a functional number. I would like a full refund for items returned. The total due to me is $258.00.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ Hello *****, We regret any inconvenience 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 do apologize for the long wait for your refund since we undergo sanitation for any return products. We went ahead and issued a refund of $259.87 as the customer 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. Thank you for being so patient. If you need anything else, let me know if I can help. Consumer Response /* (2000, 7, 2022/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) It was upsetting to have to get the BBB involved but I honestly believe I would have never received a refund with out the help from BBB. The company responded the would refund my payment in 5-7 days. I saw the refund in my account today. I am happy with this but will never purchase of site like that again.

• Initial Complaint

  Date:06/14/2022

  Type:Sales and Advertising 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.

  received products not ordered. had never heard of this company and have never used a similar company or product. my credit card was charged. there is no way of contacting the company. the two numbers i tracked down do not work (************ and ************). my credit card company is removing the fraudulent charges, but i want to know who/when product was ordered. i think the company must be involved. thank you for your time and consideration.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/06/15) */ Hello ********, We regret any inconvenience 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. To clarify, all orders that are placed online are consumer-initiated. We received an order from you on 06/07/2022. There is no way for us to place an order for you. You have to enter your credit card information on the checkout page and hit the ****** my order button. Without you doing this, no order would be placed. We have no way of knowing your credit card information, nor can we go to your checkout page and force the order through. As a one-time courtesy, we went ahead and processed a refund of $259.87 today. Please allow 5-10 business days depending on your bank's processing time, for the credit to reflect in your account. Rest assured your account is canceled, and you won't receive any further charges. I appreciate your patience. If you need anything else, let me know if I can help. Consumer Response /* (3000, 7, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not order the product(s) so there was fraud. I would like to know the telephone number that was given when the product was ordered which may help us track down who placed tl. I have the product in the bag and can return if needed as I will not use. The wrong address was on the package, but someone had corrected the address and it was forwarded to me. Thank you. Business Response /* (4000, 9, 2022/06/17) */ Hello ********, We apologize for the confusion and inconvenience that you experienced. Please note that this is in accordance with the policy stated in our Terms & Conditions. You may keep the products you have as a one-time gesture from us. We assure you that your complaint has been addressed, and your account is canceled and fully refunded as requested. We hope you understand the matter on the situation that occurred on these charges. Thank you for being so patient. If you need anything else, let me know if I can help.

• Initial Complaint

  Date:06/09/2022

  Type:Sales and Advertising 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 received a package from Optimal Max Keto that I did not order. I sent an email to the customer dept and asked them to cancel this order and how do I do a return. They sent me a return label which I used to make the return. I recently checked my bank account and found they never did credit my account and charged me for another shipment. All together $339.86 they fraudulently took from my account. I called customer service and they either hung up on me or blocked my number from calling. They also used my information to set up another purchase with their company, Challenge Body mind. I never signed up for this either. I tried talking to a manager but they just kept my on hold and then hung up. I tried several times to get through to them that I did not order this product and wanted to know how they got my information, they kept to their story that it was a customer request.

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 5, 2022/06/14) */ 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. To clarify, all orders that are placed online are consumer-initiated. We received an order from you on 01/11/2022. There is no way for us to place an order for you. You have to enter your credit card information on the checkout page and hit the submit my order button. Without you doing this, no order would be placed. We have no way of knowing your credit card information, nor can we go to your checkout page and force the order through. We apologize that you have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled from an alloted time. As a one-time courtesy, we went ahead and issued a refund of $79.99 back to your card today. On the other hand, we tried to issue the remaining refund back to your original payment method, but we encountered an error. We processed the remainder of your refund worth $259.87 via E-Check instead. Please check your email (*************@outlook.com) within 7-10 business days. Rest assured, the account is cancelled, 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. Business Response /* (4000, 12, 2022/07/01) */ Hello *******, We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused. As per double checking, we verified that the refund through e-check was already submitted to your email address (*************@outlook.com). Kindly double-check your inbox, spam, and junk folders to look up the refund we sent.

• Initial Complaint

  Date:06/08/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Please note that this product was returned to a facility based in Smyrna, TN. I was told I would receive a total refund in the amount of $109.87 for Order #XXXXXXX and ******** (attached). When I placed the order on 12/14/2021 and saw that they sent me two emails with two separate charges (one email went into spam) I immediately called and told them I wanted to cancel both orders as I was sure I didn't place both of them. They told me that they could not cancel the order but offered me $80 off on the charge of $159.88 and $20 off the charge of $49.99, which was immediately credited to my Visa. When I received the product, I called on 1/8/2022, spoke to Kayden and received the return information (attached). I mailed back all 5 bottles, which they picked up from their PO Box on 1/12/2022 (attached). After numerous calls for my refund, they finally sent me the emails (attached) showing me that my account was credited. After checking with my bank, it is clear that I did not receive the refund. I also placed a dispute with my credit card company, but there isn't anything more they can do for me. I appreciate any and all help that you can give me. I have emailed them since my bank closed the dispute, but they said that my account had been deleted and they could only deal with the credit card company. I told them they closed my dispute and since then, I have not heard back from them. Thank you so much!

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/13) */ 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 an additional refunds and will continue resolving this matter directly with your bank. Thank you Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I told Optimal Max Keto thru various emails, the bank has closed out my complaint due to the fact that Optimal Max said I wasn't due a refund. I have already attached the emails showing that they credited my account. The bank only got involved because Optimal Max told me to verify with them that they hadn't received the refunds. I am attaching the letter from Citibank, also. As you can see in the letter, Optimal Max said the charge was valid and I wasn't due a refund. But the other supporting documents clearly show that my account should have been refunded for $109.87. Business Response /* (4000, 9, 2022/06/15) */ 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. We've looked into the issue, and unfortunately, we can provide no further assistance on your account since you went through the chargeback process with your bank instead of working with us. I want to assure you that all your accounts with us have been closed. In this case, please do coordinate with your bank. Thank you for understanding. If you need anything else, let me know if I can help. Consumer Response /* (4200, 11, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unbelievable! After trying to get this resolved for months thru your company with emails and phone calls, you decide that you can't work with me because the bank got involved. Your associates told me to contact my bank and when I did, the bank said they would check into it so I wouldn't have to continue to get pushed around. After sending you all supporting documents that I returned the items, the emails I received stating the money had been refunded to my account and proof from my bank that they no longer considered my case open, you still refuse to give me the money you said I was already refunded. If closing my account because I turned it over for the bank to try to collect what you said I already received is a reason to get out of giving me my money back, you are not a business that should even be allowed to sell anything. It sounds like you have no desire to issue refunds for returned items and 100% satisfaction guaranteed are just words! Where did the refund of $109.87 go? I am extremely dissatisfied and just want what I am due.