Edward Jones

Initial Business Response /* (1000, 8, 2016/01/12) */

[redacted] St. Louis, MO 63131-3600 [redacted] www.edwardjones.com


...






® April 28, 2016 [redacted] Re: Account closing fees Dear Mr. [redacted]: The Complaint Investigations department is responsible for reviewing clients' concerns regarding their accounts. As such, your letters to the U.S. Securities and Exchange Commission and to the Revdex.com regarding your account closing fees have been forwarded to our department. A Self-Directed IRA annual fee is charged for the services provided by Edward Jones. Some of these services are customer statements, IRS reporting and the update of plan documents as required by regulatory agencies. If the annual fee has not been charged to the account for the current calendar year, it will be charged at the time of closing the account. Whether the account is open for part of the year or the full year, the same tax reporting and administration is required. The termination fee is charged for the services by Edward Jones to process the closing of the account and for maintaining the account on our systems for the required 7 year record retention period. We research our fees with other firms in our industry and believe our fee structure for retirement accounts is very competitive. You acknowledged receipt of the fee schedule by signing the Edward Jones account agreements at the time you established your accounts. In addition, clients are notified either by firm mailings or announcements in their account statement of any increase in our fees. Edward Jones strives to meet the needs of all of our clients. Please accept our apology if your expectations were not met. On behalf of the firm, we wish you success in reaching your financial goals. Sincerely,
[redacted] Complaint Investigator cc: U.S. Securities and Exchange Commission Revdex.com

Revdex.com:
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,
[redacted]

Edward
Jones takes all client concerns seriously. 
We are reviewing this matter and will seek to reach a resolution
directly with the client.

The Complaint Investigations Department is responsible for reviewing clients' concerns regarding their accounts.  As such, [redacted]'s complaint has been forwarded to our department for review and response.Edward Jones takes all client complaints seriously.  We are reviewing this...

matter and will seek to reach a resolution directly with the client.

See attached

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...

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and it is not worth further bother on my part. Eight days cancellation is not reasonable, and is certainly not an adequate, reasonable, or customary amount of time to test a trial of a product. However, I don't believe anything will be done to make them change their practice or make the cancellation information more visible and understand.
[redacted]

Revdex.com:
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]

Edward Jones takes all clients concerns seriously.  We are reviewing this matter and will seek to reach a resolution directly with the client.

Edward Jones takes all client concerns seriously.  We are reviewing this matter and will seek to reach a resolution directly with the client.

Initial Business Response /* (1000, 10, 2015/11/23) */

We had to call the police to have her leave the business due to acting rude yelling swearing at staff. She stated she wanted to return the car and get her money back. I explained it doesn't work like that. Car was sold with 30 day 1000 mile warranty. Customer did bring vehicle in 2 different times...

to be fixed. We could not find the problem so there for we sent it out to an outside shop for repairs. We was paying for repairs not customer. She kept yelling I don't want to wait. I need my car now. She stated she want half her money back. She pat down $1900 so I gave her $1000 cash in front of police officer and she signed letter she was returning car and we was giving her $1000 back to her on 8-1-17 in front of police officer.

Ms. [redacted], We recently received your complaint from the Revdex.com regarding your Action Pro White. According to our records, we received your order on July 8, 2016. We'll also enter you into our Action Pro White Pro White Club. With the Pro White Club you'll get a package of Action Pro...

White Teeth Whitening Pens so you can maintain your whiter teeth. (8) days from the date of order processing, and unless you decide to take an action to cancel (by calling our customer service center at [redacted] or [redacted]), we'll conveniently bill your credit card $94.31 for the full 30 day Action Pro White System. The cancellation and return policy is described in detail below. Plus, you'll also get a package of Action Pro White Teeth Whitening Pens about every 30 days for the same monthly in-home price you paid for the original Action Pro White System plus $10.91 in shipping, all conveniently billed to your credit card. According to our records the first contact we had requesting the cancelation of your account was on August 15, 2016. At the time you canceled your account. All future orders to this customer will be discontinued.  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 [redacted]

Edward Jones takes all client complaints seriously.  We
are reviewing this matter and will seek to reach a resolution directly with the
client.

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 2, 2015. 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 April 12, 2015. The first time we heard from you regarding the cancelation of your account was on April 20, 2015 when you canceled with a representative. Your account was immediately canceled and you have not received any shipments or charges since then. We agreed to provide you with an immediate refund of $92.13 once your product has been returned back.Your return was received within the return deadline date and a refund of $92.13 has been issued back to you on July 6, 2015. That is the full product price of the shipment. Your account remains canceled and you will not receive any further shipments or charges.Sincerely, [redacted]Action Pro White

they they fired the salesman who don't even work there no more he was the one who did my purchase for me after I purchase the car and told him about the situation all of a sudden he do not work there no more..
Better Business I don't feel like the situation was resolved they only gave me $1,000 and I gave them 1900 of my money. They could have least gave me $1,500 back instead of trying to keep my whole $1,900 for the purchase of the [redacted] Camry I was still in the 30 day warranty when they were fixing my car and I kept going up there to get it fixed with the check engine light on:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Re:#[redacted]Dear Revdex.com,I had only received this current e-mail. I'm not satisfied with the response. ProActive lied."Since we did not hear from you during your trial period, you were charged $92.13 on July 5, 2016 and received one additional shipment at the same cost. The first time we heard from you regarding the cancelation of your account was on August 6, 2016 when you canceled with a representative. Your account was immediately canceled and you have not received any shipments or charges since then. We agreed to provide you with an immediate refund of $92.13 on the most recent shipment as a courtesy." I did reply on July 3, 2016 in the morning.  That was within the 10 day trial period from 6/25. I was told my account was closed & was refunded the initial $92.13.  I called twice more in July and phone reply confirmed my account was closed.  Then I saw a new charge on my Mastercard on August 4 for $103.04. I called & complained that I never made another order.  I never received an e-mail stating a new shipment was sent as always is done with orders.  Also questioned higher amount.  ProActive said it was postage which postoffice said was only $2.70 not $10. So they lied again. The postoffice does not know what happened to that order  which I never received. There has been numerous complaints against Pro Active.  They are very dishonest and I refuse to pay them.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Mr. S[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...

December 9, 2015.   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.”  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 the first contact we had requesting the cancelation of your account was on December 9, 2015. At the time you canceled your account, we offered to issue you a return merchandise authorization number so you could return your shipment to avoid any further charges or a special discounted price to keep the product.  You opted to keep the product for a onetime fee of $9.41 to avoid returning our product. We processed that charge the same day and you will not receive any other shipments or charges.   If you should need further assistance, please contact our Customer Service Center. We're happy to assist you in any way we can.      Sincerely,   Chantel S[redacted] Action Pro White