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:08/16/2023

  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 made a product purchase based on their 1-Year Money Back Guarantee per below. After 90 days the product has had NO effect and want my money back. They are not honoring their advertised policy.Money Back Guarantee Your Order Is Always Safe and Secure and Backed By Our 1-Year Money Back ******************************* With 3rd *************** Our products are 3rd party tested for safety and potency. Made from the highest quality ingredients in a N.S.F. and *** G.M.P. certified and audited manufacturing facility based in *******. 1 Year Money-Back Guarantee 1 Year Money-Back Guarantee**We are so confident you will see a change once you start using our products, that we offer a Full ONE-YEAR guarantee**256-bit Secure Payment Processing Each order is processed through a secure, 256-bit encrypted payment processing gateway to ensure your privacy using the exact same systems trusted by **** and Mastercard.

  

  Business Response

  Date: 08/17/2023

  Hello ****************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  After you made your purchase for the 6 bottles of Luminae, the confirmation page states to please read the Store FAQ for all terms and conditions on the money back guarantee.
  ****************************************
  
  When you reached out to our customer service team wanting to return the unused portion of your order for a refund, our team explained that a quick call was needed so that we may issue an RPA number and provide you with return instructions and that per our SANE Store return policy for our Nutraceuticals, if your return is received more than 90 days after the date of actual purchase, any refund granted will be in the form of a SANE Store gift card valid for 90 days.  
  ****************************************
  ****************************************
  
  We also reiterated that as noted in our Store FAQ - Frequently Asked Questions and our Refund policy page found here -************************************************************, our policy requires the return to be made within 90 days of the order date to receive a cash refund.After 90 days and up to 1 year the refund will be made with a Gift Card for use in our SANE Store when you asked if we were not going to honor our 1-year money back guarantee
  ****************************************
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  
  That policy can be found here: ************************************************************
  
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this per the terms of our refund policy, upon receiving the unused portion of your product back at our fulfillment center. 

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2023

  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.

  i filled out everything to place an order. Immediately after realizing i definitely didnt need to spend the money i erased everything however some how the order was processed and i received the product. please dont send any more unless i place another order. would be so nice if i could get a refund on the order i thought i erased thanks so much for understanding i am a76 year old widow that lives on social security.

  

  Business Response

  Date: 07/24/2023

  Hello  **************,
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.

  
  On July 7, 2023, you placed an online order for 3 Bottles of Viscera-3 - $141 with shipping and upon completion of that order, an order confirmation was delivered to your email inbox.
  ****************************************
  ****************************************
  
  Your order shipped out and was delivered to the address that you provided on your order on July 14th, 2023.
  ****************************************
  
  We have fulfilled and shipped the order that we received from you and at no time have you reached out to our customer service team to cancel your order or to return your order for a refund.
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  That policy can be found here: ************************************************************
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. 

• Initial Complaint

  Date:07/01/2023

  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 checked my bank account and found 3 deductions on 6/26/2023 totaling over $500 in favor of Sane Solution.I categorically did not authorise these payments and have no knowledge of the products involved.I contacted Sane Solution who denied any wrong doing and simply said to return the products once I received the goods whereupon they would refund my account.After reviewing other complaints, it appears this company is suspicious and it is unlikely I will receive anything.

  

  Business Response

  Date: 07/03/2023

  Hello *****,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  When you made your purchase on June 25, 2023, you selected 3 Bottle Luminae - $147,6 Bottle Vitaae - $174 and a 6 Bottle Luminae - $174 upsell.
  
  ****************************************
  
  Upon completion of the order, an order confirmation was sent to your email inbox.
  
  ****************************************
  
  Two days after the order was placed, you reached out to our customer service team for a refund claiming that neither you nor your wife had placed an order.
   
  ****************************************
  
  Our team confirmed that someone with your shipping address and payment information had placed an order.  We also advised that once an order is created in our system it is immediately sent to our Warehouse for processing and fulfillment and we are unable to make any changes to it but that you could return it for a refund once you received it and that as soon as we received your order back at our warehouse, we would issue you a full refund of your products that are returned in their original condition and prorated refunds where applicable.  We provided the tracking information which shows the product is currently in route to you as well as providing  return instructions so that you may return it for a refund once you receive it.
  
  ****************************************
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. 

• Initial Complaint

  Date:06/08/2023

  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.

  I am a former customer of the company. I believe that my last transaction with the company was in 2017. The company had my credit card on file from that time. The company claims that I started a subscription in January 2023 by clicking through on an offer that was sent to me via email or text. I have no recollection of this situation. From that point on, the company started charging my credit card $50 a month in January and continued to do the same through May of 2023 for this subscription service. I never received billing notices or any documentation to advise me of this commitment. It came to my attention at the end of May when my husband asked me how to categorize this expenditure for our budget since he was seeing it on a monthly basis. I contacted SaneSolution LLC and they refunded the May payment and stopped the subscription. They refused to refund the additional $200 they had taken from me since January. I explained that I had no knowledge of the subscription service and that there has never been any communication about the service for me to ever participate in because I knew nothing about the service. Nor would I have any reason to participate in a service at this time in my life. They said that I had made an agreement by clicking through on this offer. How could I be held responsible for paying for something that I know nothing about nor have ever received any communication about, including billing notices? Today, 6/8/2023, I verbally asked to have the situation escalated and was directed to an email address of *********************************** I had been communicating with a ************** at this email who had already dropped the conversation when I asked for escalation on 6/2/2023. I am seeking your assistance to resolve this by having $200 refunded to me. Thank you.

  

  Business Response

  Date: 06/12/2023

  Dear ****************,
  
  Thank you for giving me the opportunity to address your concerns. I sincerely apologize for your disappointment regarding your purchase from SANE.
  
  When you made your purchase, you voluntarily joined our non-refundable monthly SANE ****************** You can find more information about this program at the following link: ****************************************
  
  Upon contacting our customer service team regarding the ********************** Cash charges, our representatives explained the details of the program,informed you that you had $100 SANE Cash available for use, provided instructions on how to redeem it, and mentioned that you could pause or cancel the subscription at any time. It was during this conversation that you expressed your desire to cancel the SANE Cash subscription. You can review the transcript of our conversation here: ****************************************
  ****************************************
  
  
  We subsequently sent you an email confirming the cancellation of your SANE Cash subscription. As a one-time courtesy, we also refunded the last $50 charge. You can find a copy of the email here: ****************************************
  
  
  The purchase page clearly states that the SANE Store Cash is a nonrefundable monthly membership and that it remains valid for 30 days.However, we understand your frustration and are willing to issue a refund according to our store policies, which are clearly outlined and accessible through the purchase page. You can view the policies here: *****************************************
  
  
  Our customer experience team is dedicated to ensuring your satisfaction and is available to assist you with placing your orders over the phone. We want to make your future experiences with us more positive.
  
  Once again, I deeply regret that your purchase did not meet your expectations. We value your feedback and will use it to improve our services.
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20160894
  
  I am rejecting this response because:

  My complaint clearly states that there was never any communication about this theoretical subscription program from the beginning of the disputed period of January 2023 forward. How can I be subject to terms and conditions of a program that I clearly do not know anything about? The only information that SANESolution has provided is the email transcript from May that I initiated after my husband inquired how to categorize this expense (since it had been recurring monthly for several months). I had no knowledge of this expense until that time. This means I had no knowledge that there was a subscription in place. I have no communication of this program, nothing dated when this program began which would outline my benefits, nor do I have any communication on a monthly basis saying that I am being charged. I did not supply a credit card number to them to initiate this program in January 2023. They used older payment information from our previous business dealings, I believe 2017, many years prior to this point in time. I need to see proof that I was actively involved in this disputed subscription. I would know if I supplied payment information, which I did not. Whatever happened is pure deception. Would you subscribe to a program and NOT expect communication and let someone take $50 a month from you? The file I supplied has SANESolution stating billing reminders were sent. Proof of the billing reminders would be appropriate documentation, not a copy of how they originally responded to my complaint. They are simply repeating their position. I need to be heard that I have had NO communication from the beginning. I have absolutely no reason to use their products. Even though, I have no reason, I had no opportunity to participate because I had no knowledge of this transaction. Once again, I should not be bound by terms of something I know nothing about. Prove to me that I did know.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/17/2023

  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.

  The amount is $54.95 and the transaction date was 3-29-23 It was suppose to be guarantee refund but I was told I have to send back both of the bottles since I threw away the first empty bottle I only have the second physical bottle and the left over Vitaae tablets. The product did not do anything and I would like to have full refund. It is a matter of principle. Someone using their family picture of their children and wife should be honorable

  

  Business Response

  Date: 04/19/2023

  Hello ************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  When you made your purchase on March 2, 2022, you selected 2 Bottles SANE Vitaae,giving you a month supply, and your order was delivered to you on March 6, 2023.
  
  *************************************
  *****************************************
  
  When you reached out to our customer service team to initiate a return for a refund,we explained the return policy to you noting that empty bottles needed to be included with the return.
  
  ****************************************
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  
  That policy can be found here: ************************************************************
  
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. 
  

• Initial Complaint

  Date:02/28/2023

  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 first ordered Vitase 3 bottles on 1/10/23 order #******Sane. it was charged to my **************** on 1/10/23n in the amount of ******. I took 1 pill and had a reaction rash on chest. I called and was told if I sent back they would refund my money. On 1/14/23 my **************** was charged again for 3 more bottles at. $149.00. I did nor authorize It was delivered and I did not open, Both orders was sent back to Sane Returns. 1/24/23 to **********************************************************. I was instructed to send to this address. I have called numerous times and they tell me it was never returned.

  

  Business Response

  Date: 03/03/2023

  Hello ************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchases from SANE.
  
  On January 10, 2023, you placed an online order for 3 Bottles of Vitaae with shipping and that order was delivered to the Hickory, ************** address that you provided on January 17, 2023.
  
  *****************************************
  
  On January 14, 2023, you placed a second online order for Buy 3 bottles of Vitaae,get 3 bottles of Vitaae free and that order was delivered to the Hickory, ************** address that you provided on January 23, 2023.
  
  ***************************************
  
  On January 24, 2023, after both orders had been delivered, you reached out to our customer service team asking for instructions on returning the orders for a refund stating that you made the second order by mistake.
  
  **************************************
  
  A member of our customer service team provided you with an RPA number and instructions on where to return your products for a refund.
  
  ****************************************
  
  You reached out to our customer service team on February 13, 2023, to follow up on the status of your refund.  After checking with our warehouse, a member of our customer service team advised that we have not yet received anything back and asked that you provide the tracking numbers so that we may investigate further.
  
  **************************************
  
  You reached out to our customer service team again on February 16, 2023, February 18, 2023, and February 20, 2023, where we asked that you provide additional information including the order numbers in question and the tracking information showing that your return was delivered to our warehouse so that we may assist you further.
  
  
  *****************************************
  
  ***************************************
  
  ****************************************
  
  *****************************************
  
  
  A member of our customer service team advised that neither of the numbers that you provided is showing as valid.  We again confirmed that unfortunately neither order has yet been returned and asked that you provide valid tracking numbers to show that they were delivered back to us.
  *************************************
  
  You reached back out to our customer service team on February 28, 2023, to follow up on the status of your refund again. A member of our customer service team advised that the tracking number provided does not show that the order was delivered back to our warehouse and asked that you reach out to the **** for assistance.
  
  *****************************************
  Our return policy notes that any refund granted is not processed until your return is received and inspected,and full guarantee information are available on our website.
  That policy can be found here: ************************************************************
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. Tell us why here...

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19513221
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/09/2023

  This is information I received yesterday from *********** in ******* ** 28601.
  
  1.   I received package from Sane solutions that I ordered on 01/10/23 I took one tablet and next day I had rash on my chest and face. I cannot take so I called to get information on returning . They gave me information for the return.  I returned product  to Sane Returns,*****************************************************************************;  Tracking# **** **** **** **** **** 35. I was told by the *********** that this item was  to received in  ******** on 1/27/23.
  
  2. . The second package I received was never opened and it was sent back  along with the first package was in
  transit to next facility 1/24/23. *********** tells me that it was still at a facility in transit to next facility
  Tracking #**************************. 
  
  
  It has been over 30 days that 1st package was received . I cannot understand why I can not get refund for package 1. I am willing to wait until second package is received for refund on second package. Charge on Package 1 was  $133.95  Charge on 2nd package was $149.00.
  

  
  

  

  Business Response

  Date: 03/13/2023

  Hello ************,
  
  Thank you for allowing me the opportunity to address your concerns.
  
  We have not yet received the products from either order that you placed back and the tracking information that you provided currently shows both of the orders as moving through the network in route to our fulfillment center.
  
  **************************************
  ****************************************
  
  As per our previous reply, our return policy, which notes that any refund granted is not processed until your return is received and inspected, and full guarantee information are available on our website.
  
  That policy can be found here: ************************************************************
  
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. 

• Initial Complaint

  Date:01/09/2023

  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.

  This company offers $100 SANE Store cash when a purchase if $50 is made. What they di not explain up front is that your credit card will be charged the $50 even if you dont order a product yet. I called customer service and they said these charges will not be refunded. I doubke checked the website page that offers the SANE Store cash. The non-fundable clause seems to refer to the $100 credit that will not be refunded. That makes sense since its a free offer. There is no instruction or explanation that a credit card will be automatically charged by signing up for this program.

  

  Business Response

  Date: 01/10/2023

  Hello **************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  When placing your order with us, you enrolled in our non-refundable monthly SANE ****************** Upon completion of your order, a welcome email was sent to you explaining that the SANE ************ membership is a monthly subscription,and that each month's SANE Store credit is nonrefundable and valid for 30 days after it is issued via email.
  
  ****************************************
  ***************************************
  ***************************************
  
  When you called in about the SANE Cash charge, our team explained the program to you,advised that you have $100 SANE Cash available to use until 01/13/2023 and directed you on how to redeem it. You advised that you wanted to cancel the SANE Cash and wanted an email showing the cancellation.
  
  *****************************************
  
  We sent you an email confirming that your SANE Cash subscription was cancelled and again advised that you have $100 SANE Cash available to use until 01/13/2023.
  
  **************************************
  
  The buy page where you purchased the SANE Store Cash clearly lays out that it is a nonrefundable monthly membership, and the SANE Store Cash is good for 30 days.  We are happy to provide a refund based on our store policies which are outlined and linked to the buy page.
  
  *****************************************
  
  Our customer experience team is 100% happy and available to help you place your orders over the phone.
  
  Again, I am sorry you were dissatisfied with your purchase.

• Initial Complaint

  Date:01/06/2023

  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.

  I ordered 6 bottles of product (Vitaae) from this company on August 22, 2022. The promotion advertised in bold letters "1 year MONEY Back (no questions asked) guarantee". The product did not work after .giving it a try for 4 months When I called I was told that since it had been more than 90 days they would only give me a product credit to be used within 90 days. They also say it sometimes takes three months to start working. I do understand the difference between MONEY back and product credit. Why would I want to buy more from a company when what I bought did not work as advertised? I want my money back as advertised.

  

  Business Response

  Date: 01/13/2023

  Hello ******************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  When you made your purchase on August 13, 2022, you selected 6 Bottles of Vitaae for $222, giving you a three-month supply, and your order was delivered to you on August 19, 2022.
  
  *************************************
  **************************************
  
  When you reached out to our customer service team to initiate a return for a refund,we explained the return policy to you and advised that because the purchase date had been over 90 days, any refund granted would be in the form of a SANE Store gift card.
  
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  
  That policy can be found here: ************************************************************
  
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18690061
  
  I am rejecting this response because: In the ad it said in bold letters one year MONEY BACK Guarantee. One has to look closely at their website to see  it's only a store credit after 30 days. One year MONEY BACK means one should get their money back, It is very deceptive advertising. I see that now one can not leave comments on your ******** ads.......Could that be because many people were complaining about the deception? Why would anyone want a store credit for something that did not work as promised?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/05/2023

  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.

  Transaction date was August 4, 2022 amount of $743.70. I was told that I would be refunded my money when I returned the merchandise. I sent back merchandise on November 4, 2022 which was received to ****************** Nov. 7th, 2022 at 9:32am *************************, tracking number #**** **** **** **** **** 75. They have not tried to resolve this matter. First they said there was nothing they could do because there was a dispute with the bank. The dispute was resolved and then they said we sent back the merchandise without communicating with them. Finally, they said they didn't have our funds to resolve.

  

  Business Response

  Date: 01/11/2023

  Hello Mr. and ***************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  After receiving the order that you placed for 24 total bottles of Vitaae, you returned it to our warehouse without reaching out to our customer service team first as required per our return policy.
  
  *****************************************
  ****************************************
  
  The page that you purchased from links directly to the return policy:
  
  *************************************
  ****************************************
  
  Once you sent your order back, you filed a dispute with your credit card company.
  
  After filing a dispute, you reached out to our customer service team asking about the return you had sent. Unfortunately, because you disputed your order with your bank after receiving it instead of reaching out to us first to initiate the return policy, our resources became limited, and we advised that the order would not be refunded and recommended that you check with your bank about what to do next.
  
  ***************************************
  
  Since these transactions have been disputed, they cannot be refunded.
  
  Upon written confirmation from your ******************* that these disputes have
  been closed and cannot be reopened, we can visit this conversation further.
  
  Again, I am sorry you were dissatisfied with your purchase.
  

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18689288
  
  I am rejecting this response because: Sane Solutions has the returned merchandise and our money, so anything less than a full refund is unacceptable. Unfortunately, the company appears to be acting in bad faith because they keep changing their reason for not refunding the money. It is evidence that they are being deceitful. I attached proof that we contacted them before returning merchandise, and credit card charge dated after the dispute was resolved.
  Sincerely,
  
  ****** And *********************

  

  Business Response

  Date: 01/20/2023

  Hello Mr. and ***************,
  
  Thank you for allowing me the opportunity to address your concerns.
  
  The correspondence you provided is from a customer service representative at our company who had no way of knowing the charges in question had been disputed with the credit card company. When charges are disputed, the funds are taken from our bank account by the credit card company. Until the credit card company returns the funds in question, we have no funds to refund.
  
  As per our previous reply, upon written confirmation from your ******************* that these disputes have been closed and cannot be reopened, we can visit this conversation further.
  
  Wed further ask that if you seek to mediate this issue through this channel that you stop sending aggressive communications to many members of our team. Thank you.
  
  Again, I am sorry you were dissatisfied with your purchase.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18689288
  
  I am rejecting this response because: Sane solutions has the returned merchandise and my money, so nothing less than a full refund will settle this matter. In their last response, Sane says send them a letter from the bank saying the dispute is resolved, I've attached that letter. Thank you for your assistance.
  
  Sincerely,
  
  ****** And *********************

  

  Business Response

  Date: 02/13/2023

  Hello Mr. and ***************,

  The letter provided is a letter from the bank proving that the chargebacks were unwarranted and thus not granted by the bank.

  The letter SANE has requested is a letter from the bank stating that further chargeback cannot be filed against these transactions.

  Given the existing unwarranted chargebacks (for example, see bank's rejection of existing chargebacks), until SANE is provided with documentation from the bank showing that no further unwarranted chargebacks can be issued, SANE is unable to offer a refund.

  Upon verification by the bank that further chargebacks are not possible, a refund will be issued. 

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 18689288
  
  I am rejecting this response because: Once again, the dispute was resolved and the money was released to Sane. I've sent all the documents that prove this to be true. So, they have our money and the returned merchandise and nothing less than a full refund will settle the matter. When I get a letter from the bank with the additional language they want I'll send it along. Please keep the complaint open until at least the end of the week. Thanks for your help.
  
  Sincerely,
  
  ****** And *********************

• Initial Complaint

  Date:01/02/2023

  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.

  The worst company I've ever delt with. I was attempting to place an order and they tried to upsale it. I did not click to accept it. Let's just say they are a scam. My bank card was charged to the sum of $681.00! ????????????A charge for $257 then $174 then four yes four charges of $50. They refunded three of those. Told me $50 is non refundable, I agreed to it in their email. That's according to **** after I read him the email he said it was on the next page guess what nope it wasn't. Why if I am Purchasing 12 bottles a years supply of something would I sign up for some auto program? WTF? Another charge of $50 came through while I was speaking with my bank and they were in the process of cancelling my debit card. When I called back guess what I got **** again ?????Of course I'm ****** told him of the charge and his answer was oh you must still have a page open somewhere. Really he must think I'm stupid. I am requesting a full and complete refund of all money taken from my account. All of the $681 I was charged as I didn't and NEVER have allowed anyone to put me in an auto program. I'm not even sure what the heck the $50 was for it they are refusing to refund it.

  

  Business Response

  Date: 01/03/2023

  Hello ****************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  When placing your order with us for the 12 Bottle SANE Vitaae (6+6) - $257, you were offered an upsell to get 6 additional bottles of Vitaae for $174, which you selected.
  
  ***************************************
  
  You also enrolled in our monthly SANE ****************** placing three separate orders for $100 SANE Store CASH totaling $250.00.
  
  *****************************************
  *****************************************
  *************************************
  
  When you called in to cancel your order and the SANE Cash, our team submitted a cancellation for your order and the duplicate SANE ***************** memberships but also explained that the SANE Cash was nonrefundable as noted on the buy page.
  
  *************************************
  
  The buy page where you purchased the SANE Store Cash clearly lays out that it is a nonrefundable monthly membership, and the SANE Store Cash is good for 30 days.  We are happy to provide a refund based on our store policies which are outlined and linked to the buy page.
  
  *****************************************
  
  We did make an exception to the above policy, cancelling and refunding all the SANE Cash charges.  When you emailed in regarding the charges on your orders after speaking with our team, we explained that everything had been canceled/refunded and the credits would post back to your account in 3-5 banking days.
  
  ****************************************
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase.

  Customer Answer

  Date: 01/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  However I would also like to advise that no place on any page shows that you are agreeing to a charge subscription or anything. I never agreed to an update either. When I had called back about the fifth $50 charge. **** told me I must have a page open that caused the sale? Which I did not. So they may want to look into their operations and certainly make any subscription ECT clearly viewable to the consumer. They lost a $257 sale due to their scam. I appreciate the complete refund and quick response. Thank you. 
  Sincerely,
  
  ***************************