Complaints

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

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  Twin Elements

  958 Harold L Dow Hwy Eliot, ME 03903-3139

• 

  Twin Elements

  PO Box 550 South Berwick, ME 03908-0550

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:01/14/2024

  Type:Order 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.

  Im trying to cancel my subscription and I cant find any way to do it. I was charged an enormous amount of money for a monthly subscription that I didnt want. Please contact the company and cancel this for me. I dont know how to get ahold of them.

  Business Response

  Date: 01/16/2024

  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 are unable to locate an account for the consumer. Please provide the name/brand of the products and some information for us to be able to look up your account (name, address, phone number, email address the order is under).
  
  Thank you.

• Initial Complaint

  Date:01/11/2024

  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.

  1/4/2024 purchased cbd gummies. Was supposed to be under $40 for each bottle and free shipping. I purchased 3 . So expecting $120 plus tax. Over charged plus a receipt was not emailed nor an opportunity to review and approve charges. Total scam. Now they are not answering the phone and hanging up multiple times.

  Business Response

  Date: 01/12/2024

  Hello *****,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.74 if you will purchase a bundle, the more bottles more discounts you can get. The deal is $198.78 for 3 bottles so each bottle is $66.23. We are including 2 free bottles in that package so that brings the price down (divide $198.70 by 5) to $39.74 for each bottle.
   
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  As a one time courtesy, we went ahead and issued a refund of 50% ($99.35) today. Please allow **** 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:01/07/2024

  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.

  Good afternoon, ** reaching out on this webpage regarding my order I just received on January 2, 2023. The items I received are not what I expected to arrive. I was try to order Vigor Vita *** Gummies, on a website that provided a link to do so. This is the page that came up to order the *** Gummies. Looking at the items I received, its not correct. I have tried calling the **************, the call keeps failing, a few times it rang twice, then the call dropped. I have not been able to get in touch with anyone. I sent a detailed email through this same website on January 3rd, I have yet to get any response. I would like to cancel this order and receive a full refund. Please provide me with the information to return these items. Do not charge me any monthly fees, as I have read in reviews that this has happened to other individuals. I did not ask to be enrolled in any monthly subscription. I look forward to hearing from this company. Thanks in advance.

  Business Response

  Date: 01/09/2024

  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 sell products in many countries around the world, the product names differ in certain countries for various reasons. It is possible you may have seen an ad where the product name and the look of the bottle were different, but we can assure you the ingredients are exactly the same for all our brands worldwide. We are happy to hear you have received your order, please give the products a try and reach out to us in the future, we would love to hear your feedback.

  Rest assured, the account is canceled and you won't receive any further charges. 

  
  Thank you

   

• Initial Complaint

  Date:01/05/2024

  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 placed an order with Twin Elements, not realizing that it was a subscription. Upon receiving a second order, I've attempted to contact the business to cancel. I emailed, and received a response telling me to contact the company by phone. I have called 5 times, each time the phone call is disconnected before a representative answers. I want this subscription cancelled.

  Business Response

  Date: 01/11/2024

  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.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  Thank you

  Customer Answer

  Date: 01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/25/2023

  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.

  I ordered gummies from Twin Elements in July of 2023. I want to cancel the subscription but there is no valid contact information to request that the subscription be canceled. I am not looking for a refund. I just want to cancel.

  Business Response

  Date: 11/27/2023

  Hello,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program.

  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.

  Customer Answer

  Date: 11/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/01/2023

  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.

  On September 19, 2023 I was charged $198.70. I was guaranteed a FULL refund. The package was unopened and I finally got three, after many hours. Theyre going to charge me a repacking fee of $50. Which is NOT mentioned in their website. They specifically say that A 100% refund is guaranteed in the first 90 days. I want to receive my full amount of $198.70. Please help me!

  Business Response

  Date: 11/02/2023

  Hello *****,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  While our policy does outline restocking fees for returned products, we recognize that your situation may have warranted a different approach. As a one-time courtesy and to ensure your satisfaction, we waived the restocking fees and issued an additional refund of $58.70 to your account today. You should see the amount credited to your account within **** business days. This refund is in addition to any refund you have already received for the returned product.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. Rest assured that your account has been closed, and no further charges will be made.

• Initial Complaint

  Date:10/25/2023

  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 did not order this product and want a refund. I can return the product as I've unopened any of the bottles.

  Business Response

  Date: 10/26/2023

  Hello,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
   
  As a gesture of goodwill and as a one-time exception, we went ahead and issued an additional refund of $74.96 effectively reimbursing the full amount of the refund, today. You can expect to see the refund reflected in your account within **** business days.  This refund aims to rectify any inconvenience you have experienced and provide a fair resolution to the matter.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. Rest assured that your account has been closed, and no further charges will be made.

• Initial Complaint

  Date:09/21/2023

  Type:Billing 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 8/21/2023 to try product. I was never told when ordering nor did the website say it was a monthly subscription. Today 9/21/2023 my bank account was charged $248.70. I called my bank got the phone number for Twin Elements Keto. Spoke to 5 people total. Some hung up on me. The last person ***** told me he could not find my order, my name, my address, nothing. Zero! But, they charged my card. How can this be legal? They all had a foreign accent. So not only did they charge $248.70 to my bank account they deleted or lost all the personal information so it doesnt exist. I want a full refund. I have contacted the bank twice and they are helping me out. I also never received an email on the order until I called the first time to find out what was going on. They couldnt even find the email. Which is my wifes email because I do not have one. Please somebody help me out!

  Business Response

  Date: 10/02/2023

  Hello ***,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program.
  
  As a one time courtesy, we successfully canceled your order and voided the charge of $248.70 back to your account on 09/26/2023.  Since the charge was only voided, that means the charge was canceled before it was settled. It only takes ***** hours for the charge to be back in your account.
  
  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. Rest assured that your account has been closed, and no further charges will be made.

• Initial Complaint

  Date:08/30/2023

  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.

  Purchased product on 8/28/2023. Have decided I do not want this product after researching further. They claim to be Keto gummies that will help lose weight and are advertised to be from Shark Tank, who has NEVER had Keto gummies on their show. As it hasn't been 30 days, nor have I even received the package yet, as was advertised, I want a full refund of the ****** I paid and the subscriptions canceled entirely.

  Business Response

  Date: 09/01/2023

  Hello ******,

  We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
  
  We went ahead and issued a refund of $248.70 today. Please allow **** 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.

  Customer Answer

  Date: 09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/25/2023

  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.

  This company put me on a monthly subscription without my knowledge and they are refusing to issue a full refund. This is total and direct fraud from this company. Why would I order another supply when I purchased a 3 month supply on 7/25/2023? I don't even like the product and would never think about or want to ever purchase it again. I never signed up for a monthly subscription. They signed me up without my knowledge and refuse to give me my money back.

  Business Response

  Date: 08/29/2023

  Hello ******,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $179.91 on 08/25/2023. You should expect to see the credited amount in your account within the next **** business days.
  
  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. Rest assured that your account has been closed, and no further charges will be made.
  
  

  Customer Answer

  Date: 08/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************