Pro Time Life

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] ***

We have confirmed that this customer did place two 18-day trial orders online on 9/19/17 for TestoBoostX and MuscleBoostX, respectively.   Upon placing those two trial orders, the customer would have had to agree to the terms and conditions of the trial before being able to proceed with...

the purchase.  These terms were located on the order page of the website next to the field where the credit card number is entered, as well as in several other places, and stated that the customer would be entering into a monthly subscription and would receive a 30-day supply of product to try for only the shipping and handling charges of $3.95 and $4.95.  The terms also explicitly stated that the customer would have 18 days from the date the order was placed to either request more time to try the product and/or cancel the trial subscription in order to avoid being charged for the full price of each bottle at the end of the 18-day trial period. In accordance with these terms and conditions, the customer was billed for the full price of each product at the end of the trial period (10/7/17), since the customer did not contact us at any point during the 18-day trial to cancel the subscription and/or request a refund.  The customer then emailed the customer support team on 10/11/17 to cancel his subscription, after he had already been charged several days earlier.  There was no request for a refund.  The customer support team responded to this email, reminding the customer of the terms and conditions of the trial order, and his account was canceled per his request on 10/11/17.  The customer has not been billed or shipped any product since 10/7/17. The customer then filed a dispute over these charges with his bank, which the bank apparently rejected due to the terms and conditions explained above (even though we have not received any indication from the bank that this dispute has been finalized, and sometimes these matters take up to 90 days to be closed).  The next record we have of any correspondence with this customer was when he called the customer support team on 12/22/17 to request a refund, and the agent who handled the call informed the customer that refunds could not be issued due to the fact that there was a pending dispute with the bank regarding these charges and that, while we are always willing to work with a customer to resolve any issues, in these cases the bank usually takes over the matter of refunds. However, in our desire to resolve this matter, and since it seems that the bank is not going to be issuing this customer any refunds, we have gone ahead issued the refunds that the customer has requested ($87.63, $89.73) back to the credit card used to pay for the trial orders.  The customer should receive his refunds within 3 to 5 business days. Please let us know if there are any further questions or concerns. Thank you.

Dear Revdex.com,Thank you for notifying us regarding this customer complaint.  We have researched this customer and our records show that trial orders were placed for SkinFresh MD and Allure RX online on 3/13/2017.  As part of the trial order, the customer must first agree to our terms and...

conditions, which are clearly listed on the product order website, in order to proceed with the order.  These terms plainly state that the customer will be charged only $4.95 to cover shipping and handling, but then will be charged the full price of the product at the end of the trial unless the order is canceled before the trial period ends.  It is impossible for a customer to place an order on our website without first indicating that they have agreed to these terms.  Unfortunately, it is beyond our control whether or not a customer fully reads these terms before agreeing to them. We show no record of the customer contacting us until 4/14/2017 via our automated support system (after both trial periods had expired), so his account was billed in accordance to the terms.  Based on the automated system records, this customer selected the option to cancel his account and any future shipments, but to keep his most recent order without any refund being issued.  We would like to clarify that these charges are for the full price of the trial bottle and not for an additional shipment.Again on 4/14, the customer reached a customer support representative and, even though we were not obligated to do so once the trial expiration date had passed, the customer was issued a full refund in the amount of $92.21 to solve the matter.  Due to agent error, the customer was not issued a full refund in the amount of $97.67 on the same day, even though he was promised that refund.  Our system also shows that both end-of-trial charges have been disputed by the customer with his bank on 4/23/17.  Typically, we are unable to issue funds back onto the card used to pay for the original order until the customer’s bank has completed its inquiry.  But in our effort to resolve the issue at hand, we went ahead and issued full refunds on all charges posted to the customer’s account, including the shipping and handling charges.  We kindly request that the customer cancel the disputes with his bank since we have refunded 100% of his monies.  Depending on the customer’s bank, it can take anywhere from 5 to 7 *business* days from 5/17/2017 to receive $106.57 back on the card used to pay for the original order.This response serves as confirmation that the customer’s account has been successfully closed and his money has been 100% refunded.  He will no longer receive shipments; nor will he be charged for any additional product.  We will consider this matter closed but feel free to contact us should you have any additional questions. Sincerely,SkinFresh MD Customer Support

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] The credit for $97.67 has not yet appeared as a refund on my credit card. The refunds for the smaller amounts of $3.95 and $4.95 appeared immediately after I received an email from the company. I will keep this case open until $97.67 appears refunded and my credit card and the credit card company confirms to me that all activity on this matter is settled.
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]