Action Pro White

Ms. [redacted], We recently received your complaint # [redacted] from the Revdex.com regarding your Action Pro White account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received...

your order on April 1, 2015 and shipped your package the same day.The terms of the offer that you agreed to at the time of your order clearly state that you were to have a ten day trial period starting from the date of your order processing in which you could cancel your account to avoid further charges. They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.” These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to.  When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.Since we did not hear from you during your trial period, you were charged $92.13 on April 11, 2015. Thefirst time we heard from you regarding the cancelation of your account was when you spoke to a representative on May 13, 2015 after you had already been charged. Your account was immediately canceled and you have not received any shipments or charges since then. At that time we issued you a returned merchandise authorization number to return your May shipment for a refund of the full product price. Your initial shipment and charge of $92.13 was not refundable as we did not hear from anyone to cancel within the trial period.Your return was received within the return deadline date and a refund of $92.13 was already issued back to you on May 15, 2015. That is the full product price of the May shipment minus $10.91 for shipping costs, which per the terms that you agreed to is not refundable. As stated in our purchase terms you may only return the most recent shipment for a refund. So, in summary, we have issued you a refund for $92.13 but your account is not eligible for any further refunds. Your account remains canceled and you will not receive any further shipments or charges.[redacted]

Ms. [redacted],

We recently received your complaint from the Revdex.com regarding your Action Pro White account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your...

order on June 18, 2014 and shipped your package the next day.

The terms of the offer that you agreed to at the time of your order clearly state that you were to have a one week trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.” 

These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to.

When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.

Since we did not hear from you during your trial period, you were charged $92.13 on June 28, 2014. The first time we heard from you regarding the cancelation of your account on July 21, 2014 after you had already been charged. Your account was immediately canceled and you have not received any shipments or charges since then.

Our representatives issued you a return merchandise authorization number to allow you to return your product for a full refund upon receipt. You were also sent the following email:

Dear [redacted],

This email is being sent to confirm that your account is cancelled. You will no longer receive charges or shipments.

The RMA number you requested is 53cd21dd820ea. This is valid for one package. Under the Return Policy, you may only return one package for credit. The package must be received before 2014-08-15 to qualify for credit. If your return is received opened or damaged there will be a $19.60 repackaging fee.

Please write the RMA number prominently on the outside of the shipping package.

You will not receive credit if you do not use this RMA number.

Our return shipping address is:

Web Fulfillment Center

[redacted]

Once your package is received, a credit will be issued back to your credit card. Please note that returns are typically processed in one business day once we receive your package and it can take another day or two with your bank before it shows up on your credit card account.

If you should need further assistance, please contact our Customer Service Center. We're happy to assist you in any way we can.

Thank you,

Action Pro White Customer Service Team

24 hours a day, 7 days a week

###-###-#### (US Only)

Please note the return due date. I did extend the due date beyond our standard 15 days to make sure you would have plenty of time to return your package to receive a refund. Upon receiving your package back, we will issue a refund in the amount of $92.13.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I WILL BE TAKING PICTURES OF THE INTACT PRODUCT AND SENDING PACKAGE CERTIFIED.  I DISAGREE THAT I SIGNED ANYTHING PERMITTING YOU TO CHARGE ME FOR MORE THAN THE TRIAL OF THIS PRODUCT, AS I RECEIVED NOTHING MORE THAN A TRIAL. I WILL BE SENDING THE TRIAL PRODUCT BACK, AS I WOULD NEVER USE THIS PRODUCT AFTER YOUR POOR BUSINESS PRACTICES. 

Regards,

This is a horrific company. They charge you hidden fees on "free trials". The call center you get transferred to has the rudest people and nothing is resolved. They all say they are the highest manager and they can't help you!

Ms. [redacted],

 

We recently received your complaint from the Revdex.com regarding

your Action Pro White account. We take complaints very seriously and we hope

this response will provide you with additional information. According to our

/>

records, we received your order on November 15, 2013 and shipped your package

the same day.

The terms of the offer that you agreed to at the time of your order clearly

state that you were to have a one week trial period starting from the date of

your order processing in which you could cancel your account to avoid further

charges.  They also indicate that “you

must take affirmative action to avoid further charges or you will be charged in

the amount of $94.31 eight days from the date of your order processing for the

product.” 

These terms were presented to you in multiple places on our website when you

ordered our product. Additionally, you were sent an order confirmation email

after your order was completed that provided a full written version of the

terms you agreed to.

When you ordered the product you also checked a box indicating that you had

read and agreed to the terms of the offer. When a customer checks that box we

must assume that they have actually done what they are stating they did. If

there was any confusion with the terms you could have called our customer

service team and they would have been happy to assist you.

Since we did not hear from you during your trial period, you were charged $94.31

on November 23, 2013. The first time we heard from you regarding the

cancelation of your account was when you used our automated phone system on December

3, 2013 after you had already been charged. Your account was immediately

canceled and you have not received any shipments or charges since then.

At that time we reminded you of

the terms of the offer that were agreed to at the time of your order which

state that once the trial period has ended, product from the initial shipment

is not eligible for a return or a refund.

However, in an effort to maintain

our standard for customer satisfaction we made an exception and issued a $55.00

refund onto your account. Your account remains canceled and you will not

receive any further shipments or charges.

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Ms. [redacted],We recently received your complaint from the [redacted] regarding your Action Pro White account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your order...

on April 4, 2014.The terms of the offer that you agreed to at the time of your order clearly state that you were to have a one week trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.”  These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to. When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.Since we did not hear from you during your trial period, you were charged $92.13 on April 14, 2014. The first time we heard from you regarding the cancelation of your account was when you used our automated phone system on April 16, 2014 after you had already been charged. Your account was immediately canceled and you have not received any shipments or charges since then.At that time we reminded you of the terms of the offer that were agreed to at the time of your order which state that once the trial period has ended, product from the initial shipment is not eligible for a return or a refund.I apologize but you are not eligible for any refund as your trial period expired prior to contacting us to cancel. However, in an effort to maintain our standard for customer satisfaction I have made an exception and will issue a $55.00 refund back on to your card. Please allow 5-7 business days for this refund to reflect.  [redacted]

Ms. [redacted],

We recently received your complaint from the Revdex.com regarding

your Action Pro White account. We take complaints very seriously and we hope

this response will provide you with additional information. According to our

records, we...

received your order on March 14, 2014.

The terms of the offer that you agreed to at the time of your order clearly

state that you were to have a one week trial period starting from the date of

your order processing in which you could cancel your account to avoid further

charges.  They also indicate that “you

must take affirmative action to avoid further charges or you will be charged in

the amount of $92.13 ten days from the date of your order processing for the

product.” 

These terms were presented to you in multiple places on our website when you

ordered our product. Additionally, you were sent an order confirmation email

after your order was completed that provided a full written version of the

terms you agreed to.

When you ordered the product you also checked a box indicating that you had

read and agreed to the terms of the offer. When a customer checks that box we

must assume that they have actually done what they are stating they did. If

there was any confusion with the terms you could have called our customer

service team and they would have been happy to assist you.

Since we did not hear from you during your trial period, you were charged $92.13

on March 24, 2014. The first time we heard from you regarding the cancelation

of your account was when you used our automated phone system on April 10, 2014 after

you had already been charged. Your account was immediately canceled and you

have not received any shipments or charges since then.

In response to this complaint I

have issued you a Return Merchandise Authorization number so you can return the

included complete program portion of your trial shipment for a full refund. The

following return instructions were sent to you outlining the steps required to

receive your refund.

Dear [redacted],

This email is being sent to confirm that your account is cancelled. You will no

longer receive charges or shipments.

The RMA number you requested is [redacted]. This is valid for one package.

Under the Return Policy, you may only return one package for credit. The

package must be received before 2014-05-17 to qualify for credit. If your

return is received opened or damaged there will be a $19.60 repackaging fee.

Please write the RMA number prominently on the outside of the shipping package.

You will not receive credit if you do not use this RMA number.

Our return shipping address is:

Web Fulfillment Center

Once your package is received, a credit will be issued back to your credit

card. Please note that returns are typically processed in one business day once

we receive your package and it can take another day or two with your bank

before it shows up on your credit card account.

If you should need further assistance, please contact our Customer Service

Center. We're happy to assist you in any way we can.

Thank you,

Action Pro White Customer Service Team

24 hours a day, 7 days a week

Please note the return due date. I

did extend the due date beyond our standard 15 days to make sure you would have

plenty of time to return your package to receive a refund. Upon receiving your

package back, we will issue a refund in the amount of $92.13.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 Dear sir,

Thanks for your efforts on my behalf, but I have still not received any refund from Action Pro White. In their reply to the complaint you filed, they said that they would give me a one month refund if I sent them a copy of my mailing receipt from Canada Post as proof that I did mail the product back to them. Here is an excerpt from their response: "You were also assigned a return deadline date of January 31, 2014. To date we have never received your returned package.  I understand that you do not have a tracking number for your return, if you would like to provide the receipt showing that the package was indeed shipped back to us, I would be happy to accept that as proof of delivery as well." Right after you sent me this reply from the company, I emailed them a copy of my receipt; but I have still heard nothing from them. So I have attached a copy of the receipt to this email and I would appreciate it if you could forward the receipt to Action Pro White and urge them to fulfill their refund commitment since I have given them a copy of the Canada Post receipt as requested. Hopefully the request will carry more weight coming from the Revdex.com. Thanks again.

 

PS I have had an almost identical problem with their sister company, Smile Pro Direct. I filed a complaint against the sister company through the Revdex.com Nevada South office. The sister company also requested a Canada Post receipt from me. When I sent them the receipt, they promptly gave me a one month refund on my credit card. So I don't see why Action Pro White should not do the same.

 

Regards,

Mr. [redacted],We recently received your complaint from the [redacted] regarding your Action Pro White account. According to our records, we received your order on March 5, 2014 and shipped the package the next day.The terms of the offer that you agreed to at the...

time of your order clearly state that you were to have a one week trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $94.31 eight days from the date of your order processing for the product.”  These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to. When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.According to our records we have not received any contact from you prior to filing this complaint. Our company has been unable to successfully charge you for anything other than the trial processing ($1.03) and shipping ($3.87) charges.In response to this complaint I have arranged for you to return the portion of your trial shipment labeled “Complete Program” back to us, unless you intend to keep the product and pay for it. Please follow the return instructions below to avoid being charged $94.31 for the product you received. Dear [redacted],This email is being sent to confirm that your account is cancelled. You will no longer receive charges or shipments. The Trial portion of the product is yours to keep. If you do not wish to be charged for the included Complete Program portion of the shipment, then that portion of the shipment must be returned to us unopened and undamaged by the due date below. Returns will not be recognized without an RMA number.  Your RMA number is [redacted].  This is valid for only one package. Your package must be received back to our warehouse before 2014-06-09 to avoid being charged $94.31 for the Complete Program. Please write the RMA number prominently on the outside of the shipping package. You will not receive credit if you do not use this RMA number.  Our return shipping address is:Web Fulfillment Center[redacted]Please note that we process returns within 72 hours of it arriving to our warehouse.  If you should need further assistance, please contact our Customer Service Center. We're happy to assist you in any way we can. Thank you, Action Pro White Customer Service Team24 hours a day, 7 days a week [redacted] (US Only)[redacted]

We are not smile pro direct. You will need to call that company if you ordered product from them. In reference to our product, you would need to return the portion labeled "Complete Program" back unopened and undamaged by the return deadline date with the RMA number written on the outside of the shipping package to receive your refund.

You were emailed an order confirmation that provided the order total as well as the entire purchase terms. We have not provided your credit card information to any other companies.

I canceled the order on 12/09/2015.  in the email I stated that this was ordered by a person under the age of 18 thus not acceptable according to your terms.  Your response from your Customer service team states as follows.  This email is being sent to confirm that your account has been cancelled.  You will not receive any other shipments.  Per our conversation today, $9.41 will be billed to your credit card for the products we've already shipped to you.  There is no need for you to return any of our products.  It may take up to 72 hours for this charge to appear on your credit card statement.    Now  two days after I canceled the contract and you agreed that the account was closed, your company charged my account $117.25 then on 2/22/2016l you again charged my account $105.22.  This is not acceptable,  I feel your company not only have stolen money from me, but you don't even follow your own rules as again, the person who ordered this item was only 14 as I stated in my first complaint,  There is no way I am pay this and have taken action.  I the funds are not returned plus interest to my account in five days.  We WILL file.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The only thing I saw to read was a free trial of Action Pro White and Genuine White. It was a deal that claimed putting both of these together were more effective than using them separately. I honestly only saw the free trial of it. I did not see anything about a continuation or I never would have tried it. When we received the next supply of them I was very surprised and called them to cancel it, and I thought it was cancelled. I did not know of the extremely high charge for this product until I saw the charges on this month's credit card bill. I am not going to pay for this product. I  am sorry I cannot  remember the conversation I had with them last month--I have not been well for a long time. I am sorry that I am so computer-ignorant and don't know how to go through screens very well. I obviously made some mistakes. But I am not going to pay for this product at this ridiculous charge especially since I did not use them. I found what must be last month's supply in my bathroom cupboard--they are going back in the mail today. I apologize for my mistakes and misunderstanding, The man that  I spoke with both times is not easy to talk with. This doesn't seem like two different companies--they ended up coming from the same location--I was surprised at that since when I ordered it seemed like they were unrelated companies. I still believe this organization that is handling these two products is not on the up-and-up. Too sneaky and prices don't match with what the market charges. The dentists charge $20 a tube. I would have paid that amount for these products but NOT $100!!!! They are getting them back unused. I AM NOT GOING TO PAY for this misunderstanding!!!!! 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

PS I still believe that the way the company structures their trial offer is a bit disingenuous, since the customer does not even receive the product until well after the trial period has expired. But I am still happy if they just give me a one month credit for the Jan 5th charge of $103.05 as indicated in their response. I have attached a copy of the Canada Post receipt that they requested as proof that I returned the product to them by mail on Jan 17. So could you please forward the attachment to Action Pro White. Thanks.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,

Ms. [redacted],  

12pt;">We recently received your complaint #[redacted] from the Revdex.com regarding your Action Pro White Account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your order on April 21, 2016.   The terms of the offer that you agreed to at the time of your order clearly state that you were to have an 10 day trial period starting from the date of your order processing in which you could cancel your account to avoid further charges.  They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.”    These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to.   When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.   Since we did not hear from you during your trial period, you were charged $92.13 on May 1, 2016.   To this day, we have never heard from you to cancel your account. As a courtesy, we have gone ahead and cancelled your account and have issued you an immediate refund of $92.13.   Your account remains canceled and you will not receive any further shipments or charges.   Sincerely,   Chantel Snyder Action Pro White

Ms. [redacted], We recently received your complaint # [redacted] from the Revdex.com regarding your Action Pro White account. We take complaints very seriously and we hope this response will provide you with additional information. According to our records, we received your order on April 1, 2015 and shipped your package the same day.The terms of the offer that you agreed to at the time of your order clearly state that you were to have a ten day trial period starting from the date of your order processing in which you could cancel your account to avoid further charges. They also indicate that “you must take affirmative action to avoid further charges or you will be charged in the amount of $92.13 ten days from the date of your order processing for the product.” These terms were presented to you in multiple places on our website when you ordered our product. Additionally, you were sent an order confirmation email after your order was completed that provided a full written version of the terms you agreed to.  When you ordered the product you also checked a box indicating that you had read and agreed to the terms of the offer. When a customer checks that box we must assume that they have actually done what they are stating they did. If there was any confusion with the terms you could have called our customer service team and they would have been happy to assist you.Since we did not hear from you during your trial period, you were charged $92.13 on April 11, 2015. The first time we heard from you regarding the cancelation of your account was when you spoke to a representative on May 13, 2015 after you had already been charged. Your account was immediately canceled and you have not received any shipments or charges since then. At that time we issued you a returned merchandise authorization number to return your May shipment for a refund of the full product price. Your initial shipment and charge of $92.13 was not refundable as we did not hear from anyone to cancel within the trial period.Your return was received within the return deadline date and a refund of $92.13 was already issued back to you on May 15, 2015. That is the full product price of the May shipment minus $10.91 for shipping costs, which per the terms that you agreed to is not refundable.  As stated in our purchase terms you may only return the most recent shipment for a refund. So, in summary, we have issued you a refund for $92.13 but your account is not eligible for any further refunds. Your account remains canceled and you will not receive any further shipments or charges.[redacted]

I'm not sure where to start when I first receive the product it said to put the trays in hot water.so I did and within 3 seconds it shrunk to a little piece of rubber.so when I got to use the products it hurt my teeth and I got a fat lip fom it.so when I call customer service to let them know they didn't care they told me I could cancel it but they're going charging $9.95 for each productor but if I return the product within 15 days they won't charge me but if there is any damage or if you use the product they would charge you for it.(so you're pretty much screw right there because how else are you supposed to test the product)well another thing is when I ask for the address I got two different zip code(I talk to 2 different customer. service)so it's a good way that they won't receive the product within 15 days so they could charge you the full price of $92..when I asked them if I could speak to a supervisor they refused.so when I call back the second time the customer service let me speak to the supervisornso when I was talking to him to let him know what's going on he told me he didn't have time for this and hung up on me.so now I have to cancel my credit card because I'm sure there going tried to charge me the full price even though a cancel the product within 10 days

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The solution proposed by Action Pro White is not clear enough to proceed.  There were 2 trial products shipped to me, and I was charged $92.13 for each one.  The instructions do not clarify if I can ship both back together under the given RMA number.  And, the company doesn't clearly state what amounts they will credit me back.

Furthermore, the company said my account has been closed and would have no further charges.  But, today, 4/21/14, there is a NEW pending charge on my credit card for $105.22!

I tried to send a reply e-mail to the company to resolve these concerns, then realized it was a "no-reply" message they had sent me.  So I called them; when I started telling them that my account has been closed, the customer service rep rattled something I couldn't understand, then HUNG UP on me, in spite of my saying, "wait, please say that again ...".

So, I am pasting here (below), the e-mail I tried to send to the company, as it's obviously the only way to communicate with them.

____________ beginning of message to company _______________________________________

In response to this offer, and your response to the Revdex.com, I need to make a couple of points.

1.      

 I did not see anything on your web offer about being

charged $92.13 for each product shipped … it was marketed as a “free trial”

where the customer only pays shipping and handling.

2.      

Regarding your week or 10 day trial period to avoid being

charged $92.13 for each product:  I was NOT given a trial period at

all!  I was charged $92.13 for each of the two products before even

receiving them!

3.      

You stated on 4/17/14 (below) that my account was cancelled and

there would be no further charges or shipments.  Yet, today, 4/21/14, you

have initiated a charge on my credit card for $105.22!  Here is a cut and

paste of the pending transaction: 

               04/21/2014     [redacted]            Professional Services       .[redacted]         $105.22

4.      

I would like clarification of who you really are.  I

ordered the free trials, two products, from you at the same time, on the same

website.  One was Action Pro White, the other was Smile Pro Direct. They're

supposed to be used together ... according to your marketing.

(Both are pictured in the attachments.) 

But, I’ve been billed under two different

company names … ActionPro and BTSmile Pro, both in Scottsdale, AZ but with

different phone numbers listed.  I have been able to talk with a rep from

Action Pro White (who initially told me that no refund would be made); 

but I have called the number for BTSmile Pro twice and left detailed messages,

but no one ever returns my calls.

I am assuming you are one and the same company.  So please

advise and confirm that the two products pictured below can be shipped to the

Henderson, NV address you gave me, under the given RMA number.  Neither package

has been opened.

Then, I expect to be credited as follows:

              

    $92.13 for the Action Pro White

      

    $92.13 for the Smile Pro Direct

         

    $105.22 for the charge that is pending as of today 4/21/14.  (This charge

                               should be cancelled immediately, not just credited after the products are received back.)

Please advise ASAP so I can get these products returned immediately.  Thank you.

__________________________ end of message _________________________________________________

 

  Regards,