Institute For Vibrant Living

I have been waiting for a refund of $125.99 since April 19, 2017. I have complied completely with the return policy and spoken with every Jesse, Angel, and Alicia in Customer Service ... all tell me they've received the product, everything is in order, and the refund should be "forthcoming."

In my years, I thought I'd heard every excuse known to man, but here's a new one:
"OUR ACCOUNTING DEPARTMENT HAS BEEN OUT FOR TWO WEEKS. I WILL WALK IT UP TO THEM NOW. AND I WILL CALL YOU FRIDAY, 6/2 TO CONFIRM." That was Angel on May 30, 2017, at 9:55 am. Today is July 3 ... nothing yet ... and IVL seems to have disappeared from the radar. They don't even answer their phone. No response from Live Chat, either.

I AM TIRED OF THIS! I read where this Patrick Heffernan, Director of Operations, has much experience, ran his own financial consulting firm, and a "veteran of the United States Army."

Really, Patrick? I'm from a military family and worked for them myself for over 20 years. This behavior doesn't line up with ANYTHING I know about our incredible military. If you can't get IVL to STAND for what they promote about themselves, please remove the reference to your being a veteran ... it's insulting.

IN RE: complaint # [redacted]Thank you for bringing Mr. [redacted]'s complaint to our attention.  I find it unusual that Mr. [redacted] chose to complain to the Revdex.com about this due to the fact that we did initiate a "call tag" with our Shipping partner on 1/21/2014. ...

This means that our vendor ([redacted]) will come by and pick the product up and return it to us at our cost.  It should be noted that our return policy, although lifetime in nature, does not include return postage provided by us.  We did so only to remain in the best possible standing with the Revdex.com.If you should have further questions pertaining to this complaint please feel free to contact me at [redacted] x [redacted] or by email at [redacted]Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living

To Whom it May Concern,
Our customer service manager reached out to Ms. [redacted] and apologized for any inconvenience her long hold times when calling us may have caused her.  Upon discussing the situation with Ms. [redacted] it was determined that we needed to refund Ms. [redacted] in the...

amount of $119.94.  We have done so via company check # 78538 which was mailed to her today.  From everything I have been told, this resolution is to the satisfaction of Ms. [redacted].  If for any reason it is not, please do not hesitate to reach out to me directly at [redacted] .  I will see to it that Ms. [redacted] is satisfied if she is not at this time. 
Respectfully submitted,
Patrick H[redacted]
Director of Operations
Institute for Vibrant Living

Thank you for bringing [redacted] concern to our attention.  I am asking my call center manager to reach out to [redacted] to ensure [redacted] is completely satisfied with our company.  Once resolution to [redacted] issue is complete, I will follow up with your office...

to keep you informed.Respectfully,[redacted] Director of OperationsInstitute for Vibrant Living

Dear Sir or Ma'am.I am having a member of my customer service leadership team reach out to Mr. [redacted] immediately to expedite his request.  My most sincere apologies.  Should he have any questions or feel the need to speak with me I would take his call...

immediately.Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living

Thank you for bringing Ms. [redacted] concerns to my attention!
I will personally see to it that she is contacted by one of our employees who will provide the kind of service she is accustomed to and which I require as a conditions of employment here.  I...

only wish Ms. [redacted] could have provided us with the name of the employee who provided this lack of service.  I do however think I have technology in place to make that determination and will provide the employee with the necessary retraining.
In the interim, I will get someone who can help Ms. [redacted] to call her.  Hopefully we can do something to convince Ms. [redacted] to give us another chance at meeting her nutritional supplement needs.
 
Respectfully,
Patrick H[redacted]
Director Of Operations
Institute for Vibrant Living

Thank you for bringing Mr. [redacted]'s complaint to our attention.  I would like to personally apologize for any inconvenience we may have caused him due to our systems malfunction.  He has already been refunded in the amount of $89.99 and I am personally seeing to it that he is refunded...

expeditiously an additional $7.99 that he is entitled to.  Please have Mr. [redacted] contact me personally should he feel the need. 

Respectfully submitted,

Director of Operations

Institute for Vibrant Living

To Whom it May Concern,
Thank you for bringing Ms. [redacted]'s complaint to our attention.  I am happy to announce that based on the negative review of our Company Ms. [redacted] posted on the Revdex.com website (notified of review on 10/27/16 yesterday), we took every possible measure to ensure the...

[redacted] residence does not receive any or our advertisements in the future.  We contacted both our printer and our mail cooridinator to stop every possible piece of advertising from reaching the [redacted] residence.  I would like to say that I am 100% certain that Ms. [redacted] will not recceive any more advertising from us but there is a chance that one or two pieces were too far along in the process to state that with certainty.  What I can state with extreme certainty is that the [redacted]'s will not receive any mail from us after the end of October.   I apologize for any inconveniece our cluttering of her mailbox caused Ms. [redacted].  If Ms. [redacted] has any remaining issues with our company that can be resolved by us, I am happy to deal directly with Ms. [redacted].  She can simply call into the Company using the number she has always used and ask for me directly.  I give my word that I will happily call her back upon receipt of her message. 
Respectfully Submitted,
Patrick H[redacted]
Director of Operations / Institute for Vibrant Living

To Whom It May Concern,Thank you for bringing [redacted] complaint to our attention.  I am happy to announce that on 1/13/2015 the funds in question ($89.97) we refunded to [redacted] account which was the account she used to make her purchase from us.  Please see the...

attached documentation from [redacted]. I would like to personally apologize for any inconvenience this may have caused [redacted].  This refund process between our system and [redacted] is automated and her refund should have been posted to her [redacted] account on 12/9/14.  For some unknown reason the automation did not take place that day and we were unaware that the funds were not posted to [redacted] account until she brought it to our attention.Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living[redacted]

Mr. [redacted]'s refund was processed last week.  I am not sure what else I can do for Mr. [redacted] other than apologize for the miscommunication.  I do truly apologize to him for any inconvenience he may have experienced.  I personally saw to it that Mr. [redacted] was refunded his purchase price as well as the $15.00 he spent getting the product back to us.  Total refund came to $199.45 Patrick H[redacted]Director of OperationsInstitute for Vibrant Living

Hello,
Thank you so much for bringing Mr. [redacted] complaint / concerns to our attention.  We have conducted an extensive investigation into this matter.  
Here are the results of that investigation:  
Mr. [redacted] was mistaken when he stated he purchased from us on our...

website on 3/6/2015. Our call recording system confirmed that Mr. [redacted] actually called into our call center on 2/27/2015 and placed his order with the assistance of one of our customer care specialists.   Considering the time that has gone by since the "incident" it is understandable to get the dates confused.  He also stated in his complaint that he contacted us on 1/12/2016 to discuss this incident.  According to our phone records, Mr. [redacted] has only called us once.  That was the day he called in to make his purchase. (2/27/2015)
We are extremely saddened that Mr. [redacted] has fallen victim to internet fraud but he has never provided us with personal information on our website so his visiting our website cannot be the cause of these problems.
We do have a 100% Lifetime Money Back Guarantee so we are happy to refund the the $80.97 Mr. [redacted] spent with us back on 2/27/2015 because apparently he was not satisfied with his experience with our company.  However, we handle all customer personal information with the utmost care, exceeding Payment Card Industry (PCI) compliance and we will not be refunding any additional monies he may have lost to these other, now defunct, companies.  Should Mr. [redacted] wish a refund of the $80.97 he spent with us, please have him call 8[redacted] and ask for Kate.  She will be happy to arrange a refund of the abovementioned $80.97.
Respectfully,
Patrick H[redacted]
Director of Operations - Institute for Vibrant Living
[redacted]t - [redacted]

To Whom It May Concern,Upon reviewing Ms. [redacted] complaint I went to discuss it with our on-duty Customer Service Supervisor who informed me that she had taken care of Ms. [redacted] issue to the point of 100% satisfaction.  We refunded her funds completely and advised her to keep the...

product that is in route to her.  We have also cancelled any future shipments and will bring this issue up with our contracted off site call center to ensure that all respondents are completely aware of and in agreement with continuity program enrollment.I would like to personally apologize to Ms. Breslin for any inconvenience and assure her we do not condone continuity enrollment for any of our customers without their complete consent.Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living

To Whom it May Concern,
Thank you for bringing Ms. [redacted]'s complaint to our attention.  I am happy to announce that based on the negative review of our Company Ms. [redacted] posted on the Revdex.com website (notified of review on 10/27/16 yesterday), we took every possible measure to ensure the...

[redacted] residence does not receive any or our advertisements in the future.  We contacted both our printer and our mail cooridinator to stop every possible piece of advertising from reaching the [redacted] residence.  I would like to say that I am 100% certain that Ms. [redacted] will not recceive any more advertising from us but there is a chance that one or two pieces were too far along in the process to state that with certainty.  What I can state with extreme certainty is that the [redacted]'s will not receive any mail from us after the end of October.   I apologize for any inconveniece our cluttering of her mailbox caused Ms. [redacted].  If Ms. [redacted] has any remaining issues with our company that can be resolved by us, I am happy to deal directly with Ms. [redacted].  She can simply call into the Company using the number she has always used and ask for me directly.  I give my word that I will happily call her back upon receipt of her message. 
Respectfully Submitted,
Patrick H[redacted]
Director of Operations / Institute for Vibrant Living

Thank you for bringing Ms. [redacted] complaint to our attention.  Before receiving the formal complaint this morning, we researched this issued based on a review Ms.[redacted] submitted for our business on the Revdex.com's website.The outcome of our investigation, which included listening to a recording...

of the entire conversation between Ms. [redacted] and our representative, was confirmation that Ms. [redacted] was enrolled in our continuity program without her knowledge.For this I sincerely apologize.  This is not how we do business normally and I am completely disappointed in actions of this representative who has been disciplined and reprimanded.I can assure you that if Ms. [redacted] is not completely satisfied with the actions taken by our customer service department to date, she will be by day's end.  If for any reason she continues to feel as if her complaint/concern has not been addressed adequately, I request that she contact me directly at ###-###-#### or via email at  [redacted].[redacted] .Once again I assure you that the Institute for Vibrant Living is not in the habit of enrolling consumers in autoship programs without full consent and when it does happen (regrettably it has happened in the past) we take it very seriously and move quickly to correct our error.Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living###-###-####

Thank you for bringing [redacted] complaint to our attention. I attempted to respond to her complaint via your website but received continuous error messages pertaining to "duplication".Because of these website issues I Instructed our Customer Service Manager[redacted]to contact [redacted]...

[redacted] by telephone. I am happy to Inform you that the outcome of this call was extremely positive and that [redacted] is completely satisfied with the measures we took to resolve this issue. [redacted] of the funds that [redacted] was wanting refunded to her have In fact been refunded.Please feel free to contact me directly should you have any questions pertaining to the issue at hand or any other reason.

To Whom It May Concern,Thank you for bringing Ms. [redacted]'s complaint to my attention.  We are taking every possible step to ensure she no longer receives our marketing.  We are going a step further and will be reaching out to Ms. [redacted] to provide her with additional information that...

will be useful to her in the future should she receive unwanted solicitations from other marketers.Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living###-###-####[redacted]

IN RE: complaint # [redacted]Thank you for bringing Mr. [redacted]'s complaint to our attention.  I find it unusual that Mr. [redacted] chose to complain to the Revdex.com about this due to the fact that we did initiate a "call tag" with our Shipping partner on 1/21/2014. ...

This means that our vendor ([redacted]) will come by and pick the product up and return it to us at our cost.  It should be noted that our return policy, although lifetime in nature, does not include return postage provided by us.  We did so only to remain in the best possible standing with the Revdex.com.If you should have further questions pertaining to this complaint please feel free to contact me at [redacted] x [redacted] or by email at [redacted]Respectfully,[redacted]Director of OperationsInstitute for Vibrant Living

Hello, I am happy to inform you that Mr. [redacted] has been refunded in the amount of $199.45. ($184.45 for his purchase and $15.00 for his expense to get the product back to us.  This refund was posted to the the payment instrument he used to make his purchase. (Visa) I would like to...

remind Mr. [redacted] that our refund policy was available to him in the same piece of marketing that prompted him to make his purchase.  If there was any part of that return policy he did not agree with, he should have brought up those concerns prior to making his purchase.  It is not uncommon at all for a refund to take 30 days to be applied and we refunded him his shipping costs which our return policy clearly states is not applicable. Mr. [redacted], I hope this satisfies you. Patrick H[redacted] Director of OperationsInstitute for Vibrant Living

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]  [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,