Complaints

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:02/20/2023

  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 bought what was supposed to be a gallon bottle of concentrated Kleen Green. Bottle came with no seal, product looked diluted. I used product in accordance with directions, product had absolutely no impact on my bird mite infestation. When I went to seller reviews, I noticed other people had such complaints. Instead of getting a refund, I was questioned as to how I knew product was diluted, and asked to use more of the product, even though it had no effect with the first use. I paid almost $100 dollars including close to $18 shipping, and I just wanted my money back, but instead I was harassed. I did not get the refund that is supposedly guaranteed. I feel sorry for any unsuspecting victim who purchases from them in the future as the company is a sham who steals people's money for a product that doesn't even work or come sealed.

  Business Response

  Date: 03/03/2023

   

  It should be noted that this is the first BBB complaint our company has received in over 22 years.  A record we are very proud to state.

  
  We noted this complaint is from *************************, but the order of 2/13 was under the name of ***************, and placed via Amazon.  If there is product/order problem, it should first be immediately reported to Amazon.  Amazon automatically allows returns, and the customer proceeds accordingly with a return if necessary.
  
  The replies were very clear, and was stated that she indeed may return the product per the following correspondence to her from my Customer Service Rep:
  
  "As previously mentioned the cap doesn't come sealed because of the active Enzymes. Trying to compare a picture with the actual product
  when colors vary. We don't sell the premix in a gallon size so the only thing that ********* in the Gallon jug is concentrate. Thank you for choosing Natural Ginesis. You may return the product."
  
  A simple phone call to us would have solved this issue quickly.