NuvaLift

Complaint ID: [redacted]
We would like to acknowledge receipt of Ms. [redacted]s complaint, and appreciate the opportunity to address it. 
At Nuvalift.com every customer is given the right to try his or her first 30-day supply of NuvaLift without charge...

for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product they are to contact our Customer Support Team via email or phone to request cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on www.nuvalift.com, the pamphlet they receive with their product. The terms are disclosed clearly on www.nuvalift.com where the customer ordered their product. The customer also has to click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information.
Specifically, our records show this customer placed their order 9/10/14, not 9/12/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product, the customer was charged for the full-month’s supply on the 15th day, 9/24/14, when the trial period ended. We are very sorry that Ms. Hutchinson misunderstood our terms and conditions, but we do our best to clearly disclose them. We never state that our product is a free sample. Please take the time to review the checkout screen for our product, inserted below. We are not in this business to deceive out customers in any way, and clearly present all information needed to make an informed purchasing decision. 
The customer contacted us to cancel their subscription on 9/29/14, which was canceled at his time, but they were not eligible for a refund because the charge was in accordance with the Terms and Conditions agreed to upon placing their order. Our records state the representative had intended to offer a partial refund to the customer to meet her half way and apologize for the misunderstanding, but unfortunately the customer disconnected the call before this offer could be made. 
We apologize for the misunderstanding, and are willing to refund the $84.87 upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that each customers accept the terms and conditions two separate times before the order is processed. 
Sincerely,
Nuvalift Management

We would like to apologize again for Mr. [redacted]’s experience with NuvaLift, and we regret that our offer was not satisfactory to him. Unfortunately, as we have already stepped outside of our Terms and Conditions to offer a refund of $68.80 for the open product that was returned to us, we are unable to offer any more of a refund. Upon receiving an email to [email protected] that a resolution has been reached, we will still honor that offered amount. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and our product. Sincerely, NuvaLift Mangement

Please see attached.

We would like to acknowledge receipt of Ms. [redacted]’s complaint, and appreciate this opportunity to address it. Our customers are sent their initial full 30-day supply of NuvaLift to try for the first 14-days...

without charge. On the 15th day, if the customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website at the bottom of the page in size 12 font, and are also highlighted in a large white box on the second page where the customer inputs their card information (please see image on page 2). The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. This customer ordered NuvaLift on 11/13/14, which was the beginning of her 14-day trial period. Since we did not hear from the customer during that trial period, she was automatically billed for the product that she still had on 11/27/14. We first heard from the customer on 11/28/14, after the trial period was over, and she was cancelled out at that point. Since her product was open, our Customer Support Representative offered a refund of $42.44. The customer declined this offer and requested to speak to a supervisor. During the wait for the supervisor, the call was accidentally disconnected. When the supervisor attempted to call the customer back, he was told he had the wrong number, so we were unable to come to a resolution with the customer. We apologize for any misunderstanding, and as a courtesy, will offer the customer the refund of $42.44 for the open jar and will allow the customer to keep that jar. This refund will be processed once we receive an email to [email protected] that a resolution has been reached. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed.    Sincerely, NuvaLift Mangement

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the
opportunity to address it. 
At AM Labs every
customer is given the right to try their first 30-day supply of NuvaLift
without charge for the first 14 days. After the 14-day trial period, if the
customer is dissatisfied with the product, they are to return the remainder
postmarked for return within their 14-day trial period and also contact our
Customer Support Team via email or phone to notify a request for cancelation. If
the customer keeps their 30-day supply after the 14 days, they are
automatically billed for the product in their possession on the 15th day and
then enrolled in our NuvaLift Preferred Customer Club where they are shipped
out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the
ability to cancel at anytime by calling our Customer Support Team or
emailing [email protected]. If a customer needs to contact customer
service, the phone number is listed on nuvalift.com, the pamphlet,
and the package the product is shipped in. The terms are disclosed clearly
on nuvalift.com where the customer ordered their product. The
customer has to also click "I agree to the terms and conditions"
twice before the order is processed. If the customer does not "agree"
to the terms, the order will not process. The terms and conditions are
disclosed directly on the ordering website, not only on the bottom of the first
page, but also highlighted in a large white box on the second page where the
customer inputs their card information as well as sent out with the product.
Specifically, [redacted] placed her order on
4/15/14. This is when she paid the
initial $4.95 for shipping, and marks the start of her 14-day trial period.
Since we did not receive a request for cancelation and/or a returned product
during the allotted trial period, she was charged for the full-month’s
supply on the 15th day, 4/30/14, when the
trial period ended. Deborah contacted our
company on 5/23/14 to cancel her subscription. Her subscription was
canceled but she was not issued a refund because this charge was in
accordance with the Terms and Conditions agreed to upon placing her order. 
Upon receipt of this complaint and after reevaluating her account, we are willing to
go ahead and refund the $84.87. However we stand by our
policies and we would like to reiterate that our customers accept the terms and
conditions two separate times to process their orders. We state the terms and
conditions clearly. Terms and conditions are located the website, and should be
read as they are there for a reason. Please refer to our website. http://nuvalift.com

December 24, 2014 Complaint ID: [redacted] We would like to apologize again for Mr. [redacted]’s experience with NuvaLift, and would like to take this time to address the issues he brought up in his rejection of our previous letter. The customer mentions that there is “no warning that the terms have changed after the customer chooses a free trial of their product.” Our Terms and Conditions remain the same during and after the trial period, and customers who find us through surveys or third party websites are presented with the same Terms and Conditions as customer who come to our website on their own. Additionally, all customers are shown the checkout page we previously included before they are able to place their order, where they must agree to the Terms and Conditions before the order is placed. I apologize that the customer feels I was being patronizing. My intention was to be thorough in my explanation of our services and of the situation, not condescending. He mentions that he has a voicemail requesting that he call us. This was because we attempted to contact him to come to a suitable resolution regarding his refund. We are unable to process any kind of refund without speaking to the customer and getting their approval. As stated earlier, his account was cancelled when he called on 12/2/14, which prevented further charges or shipments. We request that the customer call us at (877) 759-7349 regarding his refund. Our hours of operation are from Mon-Fri between 8am-4pm PST, and on Saturdays from 8am-12pm PST. Customer satisfaction is very important to us, and we are continuously striving to streamline and perfect the quality of our service. However, we do stand by our policies and would like to reiterate that our customers accept the Terms and Conditions two separate times before the order is processed.  Sincerely, NuvaLift Mangement

To: 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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I ordered this product, and received right away, I want more information on how to apply and had other questions. Mine came with the name Nouvalift on the bottles, I began looking for a way to contact them. I found their phone number, but it is disconnect. The more I searched the more complaints I found, I am not well and do not want to face the fight it is going top be to get them to cancel through my bank. I have not even tried the product yet and already can not reach them. I am believing they are a scam company, who just added a O to their name to continue ripping off people.

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Complaint ID: [redacted]
We would like to acknowledge receipt of Ms. [redacted] complaint, and appreciate this opportunity to address it. Our customers are sent their first full 30-day supply of NuvaLift to try for the first 14-days without charge. On the 15th day, if the...

customer has not contacted us, they are automatically billed for the product in their possession and enrolled in our NuvaLift Preferred Customer Club, where they receive a monthly supply every 30 days thereafter. Nowhere on our website do we claim to offer a free sample, only a trial period to try our product. 
If the customer wishes to cancel, our Customer Service Team is reachable both by phone at (877) 759-7349, and email at [email protected]. The phone number is listed on www.nuvalift.com, and the invoice received with the product.
At NuvaLift.com, we do not hide our Terms and Conditions in small, unreadable text or behind a hyperlink. They are disclosed directly on the ordering website, at the bottom of the page in size 12 font, and also highlighted in a large white box on the second page where the customer inputs their card information. The customer has to click “I agree to the Terms and Conditions” twice before the order is processed. If the customer does not “agree” to those terms, the order will not go through. 
This customer placed their order through our website on 9/6/14. This is when they paid the initial $4.95 for shipping, and it also marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 9/20/14, when the trial period ended. Unfortunately, the customer did not contact us until 10/6/14, therefore we were unaware she was dissatisfied with the product. The subscription was canceled at this time, but the customer was not not eligible for a refund because the charge was in accordance with the Terms and Conditions, which she agreed to upon placing her order. Our representative offered to walk the customer through our website to help her understand the charge, however she denied this. 
We also offered her a 60% refund, totalling $50.92, to apologize for the misunderstanding, but the customer denied this offer as well. We would have been more than happy to process a full refund if Ms. [redacted] had been able to return an unopened bottle, but since she had already used a portion of the product, the representative was not authorized to offer a full refund. 
On page 2, we have inserted the checkout page for our product, which is presented on our website. NuvaLift is only available for purchase from our website. I assure you that we do not try to hide any information from our customers, and present the Terms and Conditions in two separate places on the checkout page so that the customer is able to make an informed purhasing decision. For you review, I have also attached the order history of the customer, showing the IP address from where this purchase was made online. 
We apologize for the misunderstanding, and are willing to refund the $84.87 upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before the order is processed. 
Sincerely,
Nuvalift Management

Please see the attached document for our response. 
February25, 2015ComplaintID: [redacted] Weapologize that Ms. [redacted] is unsatisfied with our response. However,the customer has filed a dispute with her credit card company, and so heraccount with us has been frozen.  Wedo apologize for any misunderstandings. Customer satisfaction is very importantto us, and we are continuously striving to streamline and perfect the qualityof our service. However, we do stand by our policies and regret that we areunable to assist this customer further.  Sincerely,NuvaLiftManagement

We would like to acknowledge receipt of Ms. [redacted] [redacted] complaint to our response and appreciate the opportunity to address it.  
We apologize for the misunderstanding, and are willing to refund the full amount of $84.87 upon email confirmation to [email protected] that a resolution has been reached. However, we stand by our policies and would like to reiterate that our customers accept the terms and conditions two separate times before the order is processed. 
Sincerely,
Nuvalift Management

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of refunding me the $42.44  would be satisfactory to me.  The information they state that is clear to see when order is placed was not as clear to me, as I was under a different impression when I submitted the order.   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]   
 
If the last paragraph of this letter from Nuvalift is true I will accept the $84.87.  It is hard to believe anything that they say.  The   e-mail that I received says from [redacted].  However all that is left of the e-mail is from: [redacted]
Subject: Claim  y our $25 [redacted] gift card.The ads for the free things you can order for  just paying the postage are mysteriously  gone.  They should not be using [redacted]'s name like that  and giving [redacted] a bad name.  Ihave read a nuber of complaints on line about this Nuvalift company after I was scammed and I thjink they should be put out of busness.  When I try to forward this e-mail to you my computer wil not forward it, but says that it is spam.

We would like to acknowledge receipt of [redacted]’s complaint and appreciate the opportunity to address it.
At AM Labs every...

customer is given the right to try their first 30-day supply of NuvaLift without charge for the first 14 days. After the 14-day trial period, if the customer is dissatisfied with the product, they are to return the remainder postmarked for return within their 14-day trial period and also contact our Customer Support Team via email or phone to notify a request for cancelation. If the customer keeps their 30-day supply after the 14 days, they are automatically billed for the product in their possession on the 15th day and then enrolled in our NuvaLift Preferred Customer Club where they are shipped out and billed for a fresh monthly supply every 30 days thereafter.
 
The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on nuvalift.com, the [redacted]phlet, and the package the product is shipped in. The terms are disclosed clearly on nuvalift.com where the customer ordered their product. The customer has to also click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information as well as sent out with the product.
Specifically, this customer placed their order on 2/18/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request for cancelation and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 3/4/14, when the trial period ended.
Ms. [redacted] contacted our company on 4/18/14 to cancel her subscription. Her subscription was canceled but she was not issued a refund at that time. After further deliberation of her case, we went ahead and issued her a refund of $84.87 on 4/18/14.
We kindly ask Ms. [redacted] to retract her complaint against our company since we have already provided her with her ideal resolution. A transaction receipt proving the refund was issued is available upon request at [email protected]

Specifically, this customer placed their order on 4/9/14. This is when they paid the 
initial $4.95 for shipping, and marks the start of their 14-day trial period. Since 
we did not receive a request for cancelation and/or a returned product during...

the 
allotted trial period, the customer was charged for the full-month’s supply on the 
15th day, 4/24/14, when the trial period ended. 
[redacted] contacted our company on 5/13/14 to cancel her subscription. Her 
subscription was canceled but she was not issued a refund because this charge was 
in accordance with the Terms and Conditions agreed to upon placing her order. 
We are willing to go ahead and refund the $84.87 for this complaint, however we 
stand by our policies and we would like to reiterate that our customers accept the 
terms and conditions two separate times to process their orders. We state the 
terms and conditions clearly. Terms and conditions are located on the website, and 
should be read as they are there for a reason. Please refer to our website. http://
nuvalift.com

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The customer has the ability to cancel at anytime by calling our Customer Support Team or emailing [email protected]. If a customer needs to contact customer service, the phone number is listed on 
underline;">www.nuvalift.com, the pamphlet they receive with their product. The terms are disclosed clearly on www.nuvalift.com where the customer ordered their product. The customer also has to click "I agree to the terms and conditions" twice before the order is processed. If the customer does not "agree" to the terms, the order will not process. The terms and conditions are disclosed directly on the ordering website, not only on the bottom of the first page, but also highlighted in a large white box on the second page where the customer inputs their card information.

Specifically, this customer placed their order on 6/14/14. This is when they paid the initial $4.95 for shipping, and marks the start of their 14-day trial period. Since we did not receive a request to cancel and/or a returned product during the allotted trial period, the customer was charged for the full-month’s supply on the 15th day, 6/28/14, when the trial period ended. The customer contacted our company on 8/2/14/14 to cancel their subscription. Their subscription was canceled at this time, and additionally the customer came to an agreement with one of our agents that we would refund $63.65 upon receipt of the unopened product back to our facility.
 
We apologize for the misunderstanding, however we stand by our policies and we would like to reiterate that our customers accept the terms and conditions two separate times to process their orders. We also would like to emphasize that a 75% refund has already been issued to the customer. We are willing to send out a complimentary bottle of NuvaLift to [redacted] if she is interested.
 
 
Sincerely,
 
Nuvalift Management

The customer has the ability to cancel at anytime
by calling our Customer Support Team or emailing [email protected]. If
a customer needs to contact customer service, the phone number is listed
on www.nuvalift.com, the pamphlet, and the package the product is
/>
shipped in.
The terms are disclosed clearly on www.nuvalift.com
where the customer ordered their product. The customer also has to click
"I agree to the terms and conditions" twice before the order is
processed. If the customer does not "agree" to the terms, the order
will not process. The terms and conditions are disclosed directly on the
ordering website, not only on the bottom of the first page, but also
highlighted in a large white box on the second page where the customer inputs
their card information as well as sent out with the product.
Specifically, this customer placed their order on
5/9/14. This is when they paid the
initial $4.95 for shipping, and marks the start of their 14-day trial period.
Since we did not receive a request to cancel and/or a returned product during
the allotted trial period, the customer was charged for the full-month’s supply
on the 15th day, 5/23/14, when the trial period ended. The customer did not contact 
our company until 7/16/14 to cancel their subscription. The subscription was canceled
but they were not issued a refund because this charge was in accordance with the Terms
and Conditions agreed to upon placing their order. However, we did offer to ship out a
complimentary jar at that time, which the customer accepted.
 
We apologize for the misunderstanding, and are willing to
refund $84.87 for this complaint upon confirmation a resolution has been
reached. However we stand by our policies and we would like to reiterate that
our customers accept the terms and conditions two separate times to process
their orders. We are also willing to send out a second complimentary bottle of
NuvaLift to [redacted] if she is interested.
 
Sincerely,
 Nuvalift Management