Complaints

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

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Valentus, Inc. has 4 locations, listed below.

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  Valentus, Inc.

  3900 W 53rd St Sioux Falls, SD 57106-4220

• 

  Valentus, Inc.

  PO Box 889 Sioux Falls, SD 57105

• 

  Valentus, Inc.

  1492 Kleppe Ln Sparks, NV 89431-6428

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  Valentus, Inc.

  701 S CARSON ST STE 200 Carson City, NV 89701

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:12/19/2022

  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.

  In mid-November, an attempt to update a recurring monthly Valentus order was made. The system failed to update and the order was incorrectly processed. Upon advising Valentus support the order was incorrect and should not be billed, I was advised since it was already processed, it could not be changed, cancelled or held. Even though it had not yet been packed, labeled or otherwise prepared to ship. As a result I was charged. Since it was not a valid order and Valentus would not assist, I disputed the incorrect charge with my credit card company to avoid paying for a product I did not order. Instead of Valentus working with me to get the right product and allow me to pay for that, they deactivated my account permanently.
  
  I asked if there could only be a temporary ban since it was an inconvenience to them, and they outright said "No."
  
  Horrible process. Horrible service. Horrible way to treat a previously loyal brand rep. Stay clear...one mishap and you're shutdown.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/22) */
  This customer established a monthly recurring auto-ship order request on their Valentus account on January 19, 2022, at 07:34:44, giving authorization for Valentus to charge their payment information on file on the requested date each month and ship the requested products. This auto-ship order remained active on the account until the transaction in question, processing monthly, and products were shipped to this customer. On November 11, 2022, at 1:01:32 AM PST the auto-ship order was successfully processed due to the auto-ship order request this customer had established on their account. On November 11, 2022, at 9:29:33 AM PST this customer altered the processing date for the next auto-ship order to the 28th of each month and altered the product contained in the auto-ship order request. As the auto-ship order changes were requested by this customer after the auto-ship order for the month of November had already been processed (several hours prior to the requested changes by the customer), the changes were to take effect in December 2022. This person then reached out to our customer support team inquiring if the order could be canceled at that time. Our customer support agent, Robert, verified the order had been processed into the shipping system and responded to this customer informing him that the order had already been processed and could not be canceled. At that time, Robert advised this customer that they may refuse delivery of the parcel or return it back to Valentus, and that upon return of the items we would contact him to process an exchange or refund. This customer contacted their bank/card company on November 14, 2022, the same day as the communication with our customer support team member in which he was offered an amicable solution in accordance with our cancellation and return/refund policies which are agreed to by the customers upon establishing an auto-ship order request. He filed a chargeback claiming a canceled recurring transaction, when in fact this customer did not cancel their recurring transaction request until after the auto-ship had already been processed on the date requested by this customer in their auto-ship order request. Upon reaching out to customer support, this customer was provided with an option to return the product to Valentus. This customer filed the chargeback with their bank/card company several days before the parcel was even delivered to them. Rather than selecting to take advantage of the option provided to him for resolution by way of refund or exchange, he opted to take action which is damaging not only to Valentus, but to the customer/business relationship. It is Valentus policy that once this type of action is taken, the account be placed in a suspended status until all relevant facts may be reviewed. If after review it is determined that the customer had the option to resolve their concerns amicably with the company, but rather chose to take damaging action by filing a chargeback with their financial institution, the account remains in a permanently suspended status.
  
  
  Consumer Response /* (3000, 7, 2022/12/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Both the change to auto ship (date and product) and cancel request were made on the same day, within hours of each other. Valentus had more than ample time to stop or alter the processing during that time and chose not to. It should not be an obligation of the customer to pay for a product they did not order when a timing issue caused the problem at the company. It was also not noted to me at this time or when I did the charge back that this was their policy and will result in my account being permanently deactivated. ******** communication and customer service. My account needs to be re-activated.
  
  
  Business Response /* (4000, 9, 2023/01/08) */
  In this customer's response he stated: "Both the change to auto ship (date and product) and cancel request were made on the same day, within hours of each other. Valentus had more than ample time to stop or alter the processing during that time and chose not to.". To this point, the change request and the cancellation request were made within hours of one another, but what he fails to acknowledge is that both of those actions took place AFTER the autoship had already processed (as was stated in our previous response). It was not that we chose not to cancel his order, rather it was that it had already processed and was unable to be canceled any longer. This information was passed along to this customer, along with the option to refuse delivery of the parcel for order return processing. This customer states that "It should not be an obligation of the customer to pay for a product they did not order when a timing issue caused the problem at the company.". It is not the obligation of the customer to pay for a product they did not order, rather this customer established an autoship on his account giving authorization for an order to be processed monthly. It was only after the monthly autoship had already processed that this customer attempted to alter the products and date the autoship would contain and process on. If Valentus was able to stop and cancel the order it would have been done; however, the order had processed and was unable to be canceled at the time the customer sent his request to cancel. Due to that, the order shipped to the customer and it could have simply been returned for refund, as was explained to this person. This customer was provided with a solution to resolve this matter, but chose not to follow through with it. Instead this customer chose to take action which was damaging to the merchant services of Valentus, and due to that his account will remain inactive.
  
  
  Consumer Response /* (4200, 11, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I agree the interaction was messy, as I am (was) a brand partner not a customer, accommodation could have been made. I do not see how this one interaction caused any real damage to a large company like Valentus. It's clear we wont agree so I'll move on. Ok to close. Thank you.

• Initial Complaint

  Date:12/03/2022

  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.

  Unable to login to my account I paid Valentus membership. There is no customer service phone number to call for assistance that is working.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/15) */
  We are very sorry to hear of Mr. ********* trouble accessing his Valentus account, and that he felt he was unable to receive assistance by our customer support team. We recently encountered unforeseen circumstances which required us to make changes to the customer support services we offer at this time. Telephone support services are temporarily unavailable but will be returned in the near future. From the time the telephone support services became unavailable on November 22nd, a voice recording has been active on the customer support telephone number indicating that the telephone customer support services are temporarily unavailable, apologizing for any inconvenience caused, and directing all inquiries to the email address ********************. Since that time, Mr. ******* has submitted an email inquiry regarding this same matter and has received a resolution via our customer support team member, Chelsea. Again, we are very sorry for any inconvenience caused by our temporary removal of telephone support. Should Mr. ******* have any further questions or concerns we encourage him to continue utilizing our customer support email service by contacting the email address ******************** until our customer support telephone services become available once again. We are happy to continue assisting our customers with any and all inquiries or concerns via this service. Thank you!