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:08/25/2023

  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.

  July 14,2023 purchase 3 bottle of ****mg. On time purchase. I never asked for a monthly reorder. Why would I get a 3 months supply to be renewed every month. I haven't even finished the first bottle. I do not want anymore orders. There website has no contact info., no way to contact them. Feels like a scam. I plan on contacting my bank to file a report and cancel the card.

  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 today. 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.
  

• Initial Complaint

  Date:08/15/2023

  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.

  The business of Twin Elements sells a CBD gummy using advertising for someone else's product that builds an excitement for the product. When the order is placed, the company name is nowhere listed. Nowhere does it say that there is a subscription. How would that even make any sense. A person cannot consume five bottles each month. So just one month ago I purchased one bottle and have not even consumed the first when I get charged for yet another five bottles. How would this make any sense to anyone. I have read similar stories about this same company doing this to So many others. How is this okay in this great country we live in

  Business Response

  Date: 08/17/2023

  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 $198.70 today. 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,
  
  ***********************************

• Initial Complaint

  Date:07/25/2023

  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 recently ordered TriLeaf CBD gummies (order #********) and am trying to cancel my subscription. (The most recent shipment was received 7/16/23.) My health conditions have changed and it is no longer advisable for me to take this product.My complaint is that there is no information on the packing slip or the TriLeaf website that helps you manage your orders/subscriptions. The website also advertises a "90 day money back guarantee" but provides absolutely no way to learn more about the conditions or how to activate the guarantee. Legitimate companies want to connect with their customers - they do not make it impossible to contact them. Even the website on the BBB site for this company takes me to a "page not found" site.

  Business Response

  Date: 07/27/2023

  Hello ******,

  Unfortunately, you have reached out to the incorrect business. That is not our company, nor are we affiliated with TriLeaf CBD Gummies. Please contact the company with which the purchase was made with to resolve this matter. Thank you.

  Customer Answer

  Date: 07/27/2023

  [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:07/19/2023

  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 place a one time order with this company and now they are sending like a subscription and you cant even read the order # or find a legit phone number to cancel the orders bunch of scam artist.

  Business Response

  Date: 07/24/2023

  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 $198.70 today. 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.
  
  

• Initial Complaint

  Date:06/17/2023

  Type:Customer Service 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 have called this company a few times and also emailed them concerning my order. The order doesn't have a valid tracking number. I paid for 3 bottle with 2 free. They charged me ****** which calculates to ***** bottle. The original cost was ***** per bottle with 2 free bottles. That charge of ****** is ridiculous. The mg is 500 mg . The amount charged is price gouging. I find this an unethical business practice. The charge should have only been ****** not including taxes and shipping. And included was 2 free bottles. The charges do not add up fr this product. I was also under the impression that I was ordering a brand called Condor CBD gummies. The addresses on ****** seem to constantly change for this company and I tool note that they have several different numbers most are disconnected.

  Business Response

  Date: 06/21/2023

  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 apologize if the pricing structure was not clearly communicated during your purchase. We display the discounted price on our packaging to highlight the savings customers can enjoy by purchasing larger packages.
  
  As a one-time courtesy, we went ahead and issued a refund of $225.50 today. You should see a credit in your account in the next **** business days.
  
  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:06/07/2023

  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.

  Can't seem to get a phone number to call to cancel my account.

  Business Response

  Date: 06/19/2023

  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. 
  
  As a one time courtesy, we went ahead and issued a full refund for the last order in May. 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:04/04/2023

  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 ordered this product to determine if it may help a friend with chronic arthritis. I only ordered and wanted 1 bottle, even though the advertised product link did try to entice the purchase of additional products. Now, I see on my online banking that I have been charged for an additional shipment (same date as today) that I did not request nor want. I called the number provided and was told i would only receive a 50% discount as the product had already been sent to the fulfillment center. I had no option but to accept this offer and wish to return this new shipment upon receipt - I have yet not received for a full refund.

  Business Response

  Date: 04/09/2023

  Hi, this is **** from 2 elements calling on behalf of complaint number ******** on **** by *******************************, she reached out to a representative of ours last week and she was informed that we offer a 30 day money back guarantee and it is in that 30 days. So she is been told if she ships her package back, we will fully refund her. She did sign up for a monthly subscription. That is why I she was billed twice at the second month is that second month for the subscription. But we did we did partially refund the 50 % for the $3700.99 and then once that package comes back to a fulfillment center and she reaches out to us again and we will fully refund the rest of the $3700.99. So it is been handled on our part. We did reach out to her or she did reach out to us and we did talk with her. So once we get those up, once we Get those items back, we will fully refer. Thank you, have a great day. Bye bye. Thank

• Initial Complaint

  Date:10/12/2022

  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 ordered some CBD gummies advertised to help my husband's mental health and physical well-being. I only ordered one time. I have tried to cancel via the phone number I had to refer to the container to even find. Now I am being billed a third time for a product I no longer wish to receive or pay for. This company is not operating a valid phone line extension to a customer service representative. I believe this is an illegitimate company practicing extremely shady business practiced. I would like to be credited for 2 x $248.70 for a total of $497.40.

  Business Response

  Date: 11/01/2022

  Consumer ordered online, I see that he did call in and speak to our team. He has been billed 3 times for 3 orders that he did purchase. I am happy to refund his purchase, he will need to return the packages within 30 days from the date ordered. 

• Initial Complaint

  Date:09/10/2022

  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 purchased discounted bottles of CBD Gummies using their ad on Instagram.1) I didn't realize that it was a subscription base, so I called after placing an order and cxl'd the subscription.2) Received 5 btls about 11 days after I placed the order. I opened 1 btl but I didn't like the taste.3) Read their return policy and said that the return had to be made within 7 days for a refund.4) I emailed them that I didn't get my order until 11 days after my order so I was returning the products for a refund. (They didn't ship the products for 7 days after my order date.) This practice itself is a scam.5) I enclosed my packing information containing all the needed information.6) I emailed again that I returned the products 4 out of 5 bottles that I received and asked for a refund.7) A week later, their **************** person emailed back that I had to give them an RNA number that was shown on the original box. 8) I told them that the bottles are already returned, and all information they needed was in a return box.9) They continue to refuse to refund my money.

  Customer Answer

  Date: 09/20/2022

  [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,
  
  ***************************