Electric City Corporation

To whom it may concern: We are in receipt of [redacted]’s complaint and have attempted to contact her by phone on two separate occasions, but were unable to reach her.  Please know that Isagenix is committed to taking good care of all customers and Ms. [redacted] is no exception. We freely admit...

that a mistake was made by us in attempting to process a credit.  The mistake was understandably frustrating to Ms. [redacted], as it would be to anyone in her situation and we do not harbor any ill will towards her.  The unfortunate incident and our efforts to immediately correct the mistake are briefly explained below.On April 10, 2016, Ms. [redacted] contacted Isagenix to cancel a monthly product order she previously had set up with us.  At the time she set up her ordering, she asked that her orders ship every 30 days.  When she called on April 10, her order had already processed.  The employee who took the call, then attempted to issue an immediate credit for that order.  Unfortunately, the employee made an unintentional mistake that resulted in an additional charge of $385.00, rather than a $385.00 credit.  Minutes after the mistake happened, our accounting department issued credits for both charges of $385.00 and received transaction numbers from Ms. [redacted]’s bank.  We then provided the transaction numbers to Ms. [redacted] and offered to contact her bank with her to expedite the crediting process.  However, Ms. [redacted] declined the offer.  Although we promptly completed all steps on our side to issue the credit, we felt it important to let Ms. [redacted] know that, depending on the banking institution, it could take 7-10 business days before the transaction was fully settled.  Again, we understand Ms. [redacted]’s frustration and dissatisfaction and we offer her our sincere apologies. I am happy to answer any questions or provided further information if needed.  In addition, Ms. [redacted] may contact me directly with any further questions or concerns.  Sincerely,Kym V[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.
they have completed everything that was stated and I am happy thank you.
Regards,
[redacted]

To whom it may concern: This letter is in response to Ms. [redacted] complaint.  Our records indicate that a retail order was placed on 11/18/2015 that shipped to Ms. Held.  The card used to pay for the order had the billing name of Elizabeth T[redacted]  Ms. [redacted] contacted our Returns...

Department on 12/3/2015 to request a refund under our 30 Day Product Guarantee. We advised the order is eligible for a refund and we would credit the card used to pay for the order in alignment with FDIC guidelines. Ms. [redacted] stated she ordered the product through an unauthorized sales channel and that the card on file did not belong to her. The returns representative instructed Ms. [redacted] to contact the person she purchased the product from to make arrangements for a refund. After reviewing Ms. [redacted] complaint, we have been in contact with her to resolve her issue.  We have not been able to identify the individual Ms. [redacted] purchased product through and have not been able find an Isagenix Independent Sales Associate under the name Elizabeth T[redacted] While not obligated to do so, because the product was purchased through an unauthorized sale channel, as a gesture of goodwill, we have worked with Ms. [redacted] to issue her a credit under our product guarantee. We are confident this will resolve Ms. [redacted] complaint. Sincerely, Kym V[redacted]Director of Global Compliance

[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 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,
William Z[redacted]

To whom it may concern:This email is in response to Ms. [redacted] complaint.  Our Returns Department was able to reach out to Ms. [redacted] to arrange the return of her last 3 orders.  They have confirmed the return instructions with Ms. [redacted] by email.We believe this will resolve Ms....

[redacted] complaint.Sincerely,[redacted]Field Relations ManagerIsagenix International, LLC

To whom it may concern:This letter is in response to Ms. [redacted] complaint, ID number [redacted].  Our records indicate Ms. [redacted] opened a membership with Isagenix on 4/15/2015.  This member ship fee allows customers topurchase our products at wholesale pricing.  We do not...

require customers to provide social security numbers to receive the wholesale pricing.  Tax identification is only required for those who wish to earn income by selling the products and referring other customers. Ms. [redacted] contacted Isagenix on 4/27/15 requesting to return her order.  Our Returns Department processed her return under our 30 day Product Guarantee.  This guarantee offers a full product refundless shipping and membership fees.  It does appear there was a delay in processing Ms. Whitten’s refund, so as a gesture of goodwill, our Returns Department contacted Ms. [redacted] and completed an additional credit of $50.77 that includes the cost of shipping and membership fees.We trust this will resolve Ms. [redacted] complaint.Sincerely,
[redacted]IsagenixInternational, LLC

Dear Revdex.com Representative,  I am writing to respond to [redacted]’s recent complaint to the Revdex.com concerning Isagenix.  We appreciate the Revdex.com bringing the complaint to our attention and allowing us an opportunity to respond. We have spoken with [redacted]...

directly, and understand that she is satisfied with the steps we have taken to resolve her compliant.  Specifically, Isagenix representatives talked with [redacted] on multiple occasions this month and informed her that we have processed a refund to her in the amount of $270.20.  That refund is in addition to another recent refund in the amount of $386.90 that we processed to her in August, bringing her total refunds within the past two months to $657.10.  We understand that all of her concerns regarding Isagenix have now been resolved, based on our discussions with her and the fact that she subsequently requested monthly product shipments from us. Although it is our understanding that [redacted]’s concerns have been resolved, we feel it is important to address her former allegation that Isagenix engaged in “false advertising” of products that are not effective for weight loss.  Isagenix absolutely does not engage in false advertising, and strives to ensure that all of its product-related communications are completely accurate and beneficial to consumers.  While we cannot (and do not) guarantee that using our products will result in weight loss, a study published in the peer-reviewed journal Nutrients provides solid scientific supports for their effectiveness.  That study is available online at [redacted]
*We appreciate [redacted]’s business and wish her all the best. Sincerely, Kym V[redacted]

To whom it may concern:This letter is in response to Ms. [redacted] complaint. 
Our records indicate that Ms. [redacted] opened a wholesale account with Isagenix on
5/22/2015 and selected to receive an automatic shipment the following
month.  It appears Ms. [redacted] logged into her account and...

changed the
date of her automatic shipment five different times, moving the date out each
month up through 9/15/2015.  Ms. [redacted] account had an order scheduled to
process on 9/15/2015 that was not changed.  It appears she logged into her
account on 9/15/2015 and attempted to change the date of her order, however her
order had already processed so was unable to be changed through her online
account.  At this time, Ms. [redacted] could have contacted Customer Care for
assistance, however, we do not have record of any attempt to contact us until
9/21/15.At this time, our Returns Department processed her return
under our 30 day Product Guarantee.  This guarantee offers a full product
refund less shipping. As a courtesy, the returns representative advised Ms.
[redacted] we would credit her back in full, including the cost of shipping on her
order, however she would need to ship the product back to us.  Ms. [redacted]
was not satisfied and was unhappy she would need to send the products back and
pay for shipping cost to return the products back to Isagenix.  As a
gesture of good will, the Returns representative applied a free shipping coupon
to Ms. [redacted] account that she could use for a future order. Based on Ms. [redacted] compliant, our Returns Department has
attempted to contact her on 3 different occasions and have left 3
voicemails.  While not obligated to do so, as an additional gesture of
goodwill, we have offered by voice message to pick up the products from her or
reimburse her for the cost of shipping if she has already paid to ship the
products back to us. We are confident this will resolve Ms. [redacted] complaint.Sincerely,Kym V[redacted]Director of Global Compliance

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.
They told me I was going to revive a full refund and have only revived a partial
Regards,
[redacted]

[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 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]

To whom it
may concern:
As stated in
our previous response, we freely admit that we made a mistake when we attempted
to process a credit for Ms. [redacted] and regret what happened.  We have
attempted to contact Ms. [redacted] several times in order to resolve her complaint
in a satisfactory manner, but, as she admits, she has declined to take our
calls.  Despite our inability to speak with Ms. [redacted], we have cancelled
her orders and initiated processing of 100% of the amounts she was charged. We
feel we have done all that we can, and remain willing to work with Ms. [redacted]
directly should she have any additional questions or concerns.
We also want to
clarify that Isagenix does NOT require automatic shipments when ordering
products.  Our customers can order as often or as infrequently as they
want whether or not they opt to use the autoship feature. 
Sincerely,
Kym
V[redacted]

[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 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]

Dear Revdex.com Representative, We have reviewed Ms. [redacted]’s complaint and provided her with the credit authorization number associated with her return.  We understand Ms. [redacted] shared this with her bank and they were able to place the funds into her account. We are sorry for the issues with her...

credit, however have been unable to identify why there was a debit made from her banking account after we notified her bank of the credit.  We escalated the issue to our payment processing company and they were unable to show any debits to Ms. [redacted]’s account after our credit.  Ms. [redacted]’s experience appears to be an isolated event and we are glad we were able to assist her in getting things resolved with her bank. Based on our conversation with Ms. [redacted], we are confident we have resolved her complaint. Sincerely, Kym V[redacted] Director of Global Compliance

To whom it may concern, I
do not accept the business response as most of what was stated is
inaccurate and false. I did in fact open a wholesale account but I did not
agree to receive an auto ship delivery each month, their webpage is set up to automatically
enroll customers to receive the auto ship deliveries each month without
cancellation. I did log-in frequently to push back the auto ship date again
because there is no option on the webpage to opt-out. Isagenix did not hear from me until 9-21-15 because that is
when I received the package I clearly tried to push back by changing the auto
ship date. I then spoke with a customer representative who was in fact rude and
frankly I did not care for her attitude towards me concerning this matter. She
suggested the following actions, to hold on to the items for future use, resell
the items to other Isagenix customers or to give them away. She also suggested I
return the items but I would be responsible for the shipping cost which is
ridiculous for items I did NOT agree to purchase. Clearly Isagenix prefers customers to not return their items
otherwise a return shipping label would be included in their packages and their
return department wouldn’t give customers a hard time in doing so. I’m
disgusted with the way Isagenix has handled this matter and therefore do not
wish to use their products ever again. It is not until the RevDex.com stepped in to help with this matter that they have all of a sudden become
cooperative.  Thank you,[redacted]

To whom it may concern:This letter is in response to Mr. [redacted]s complaint. 
Our records indicate that Mr. [redacted] opened a wholesale account with Isagenix
on 9/18/2015. At that time, Mr. [redacted] placed his first order in the amount of
$572.45. We have reviewed Mr. [redacted]s complaint and...

determined this
order should have been credited.  Our
Returns Department has reached out to Mr. [redacted] and processed a credit in full,
including the cost of shipping.We are confident this will resolve Mr. [redacted]s complaint.Sincerely,[redacted]Director of Global Compliance

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.  Contact from the business has already been made along with arrangements.
Thank you,
[redacted]

To whom it may concern,This letter is in response to Ms. [redacted] complaint ID number [redacted].  Our Returns Department reached out to Ms. [redacted] on 7/8/2015 and were able to assist her.We are confident that Ms. [redacted] is satisfied with the resolution.Sincerely,[redacted]Field Relations...

ManagerIsagenix International, LLC