[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
After researching the account and system logs, we see the following:Timeline:2/1: Initial study enrollment2/11: Test material delivery confirmed by ***: *** - Test materials included a printed summary of steps &
timelines2/11: Initial site login where all timelines were presented (again) - Agreed to participation agreement and the timely completion of the study - Mr*** completed the 1st survey2/25: 2nd survey was due but missed this deadline2/28: After defaulting, the first partial payment was charged for choosing to not participate3/8: 3:28p Mr*** called to see why he was locked out & billed (see call recording) - Deadline was clearly missed and test materials had not been returned. - Because Mr*** expressed an interest in continuing, he was provided an extension and any additional billing would be suspended contingent on completing the remaining steps. - As an extreme extension (where technically his results were already useless), he was supposed to call back after doing the 2nd test and remaining surveys so that we could clear him from the program and not charge anything else.3/8: 3:34p logged back in & completed Survey 23/9: Test samples received3/16: Survey completed3/23: Survey completed3/30: Survey 5: last one was due (after having already completed the previous 3)4/26: A month laterMr*** calls at 9:04am - His study steps still incomplete & final test sample had not yet been submitted - He was provided a final opportunity to do last steps just to close out the study and avoid any other billables5/7: Logged back inbut the last 2minute survey and last test still have not been submitted.Clearly Mr*** understood what needed to be done after: - Having logged into the site multiple times - Having been presented the expected timelines & steps multiple times (online and in paper) - Demonstrating competency in completing 80% of the required stepsWhile Mr*** knew the above, he chose to not complete the study and/or meet expected due-dates.Despite this, he was still provided multiple extensions (even to the point where his study results are technically useless) so that we could just close his study and help him avoid any further billables.(alternatively, he could have also chosen to return the test materialsbut didn't)According to the agreement, by choosing to not complete the program, $remains due for the test materials.After having been provided multiple extensions and chosing to not follow instructions, the best that we can do is to terminate his incomplete study and cancel any additional billables after he returns all remaining test materials.Please indicate *** *** on the outside of the box
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is the second time that I have written regarding non-payment for the study I didI did receive a response that someone would contact me when the money was on its wayThe only response that was given here was that regarding the time frame for receiving money.TranslateDesired Resolution / OutcomeDesired Outcome: Company to contact me and check overnighted to me
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from the business begins by noting that I chose to participate in a research studyI did so under the impression that progene was sponsoring a legitimate research studyHowever, after further research I can state with certainty that the study was only a marketing device with no scientific merit and no peer reviewNo legitimate study requires settlement agreements for non-participationConcerning the timeline, I am in agreement up to the 11/25/entryI was not able to complete the survey prior to 11/25/I attempted to contact a study coordinator however the toll free phone number provided was not a line to a coordinator but to customer serviceThe call to customer service is referenced in the second note for 11/27/and again on 11/28/The business claims I chose not to complete any further steps, I was not allowed to complete any further stepsI was locked out of the online account given to me by the businessThe company also refused to allow me to return study materialsI still have the unused study materials and as stated in my original complaint still willing to return the materialsProgene charged me $199, after complaining directly to the company I received a $refund but the company refused to refund the rest of the “settlement agreement” for the fraudulent studyThe amount not refunded is equivalent to the retail price of the products therefore I consider that to be the purchase of the materialsThe following are links showing the retail value of the materials,*** *** *** * * month supplyProgene failed to meet obligations as well, prior to my complaint progene had failed to provide any test resultsIn its response Progene claims to have results received 12/19/I call into question the legitimacy of these resultsThe first reason is that I collected the samples for the test on 11/19/and mailed it the next, progene claims results take 7-days yet no results were available for weeks until a complaint was submitted to the Revdex.comSecondly, test results are a common complaint people have about Progene as shown in the following link, ***
Regards,
*** ***
First off, this is a research study measuring mens levels from around the country.Actual data is also being used by our CLIA certified labs for statistical analysis against age related brackets.Mr*** was participating in a study program where consolidated data and related analysis is planned for multiple purposes and reporting arenas.All reporting of test results are posted as soon as the labs complete processing of samples.The clinical facility is a third party, unrelated to us or the research firm, and as part of the unbiased research process, handles all samples via the submitted barcode ID (on a blind-basis).During this time, they were backlogged with an influx of samples.Mr*** sample was posted on: 12/19/16Because the labs use the same methods & procedures normally found in hospitals and other clinical facilities, the key variable outside of our control is sample contamination and/or incorrect sample collection by participants who are careless or do not follow collection instructions.Bad samples = bad results (and the incorrect assumpton of "results")Similarly, this case surrounds a failure to follow instructions resulting in a breach of an agreement vsassumptions and suppositions.Case facts: 1) A clear failure to complete participation according to the study plan and 2) Consumption / use of study materialsAs Mr*** states, "I was not able to complete the survey prior to 11/25/16"Failure to complete the study in a timely manner was a breakage of the participation agreement signed on 11/18/16.Mr*** also states, "Concerning the timeline, I am in agreement up to the 11/25/entry."As mentioned in the earlier 11/18/entry: An email reminder was sent to Mr***. As a time sensitive study, Mr*** needed to either continue in the program by logging into the site or to call the study coordinators within days of enrollment to postpone the start date or decline participation and return all test materials. Note: This is a research study program and not related to the consumer site where products are actually purchased. Everything in this program was shipped free of charge with only the expectation of timely program participation.In conclusion, as everyone agrees, the costs charged were not for purchase of goods where refunds apply- this was for the costs of consumed study materials after not completing the study according to what was agreed.Because Mr*** actually consumed study materials, this resulted in a previously noted billable event.(this notice is presented in multiple locations- in writing with the shipped materials, during the enrollment, in the agreement and multiple locations elsewhere- see 11/18/email reminder attached)On 11/28/Mr*** agreed to the $refund (see call recording) and was provided the opportunity to keep all test materials (where the total cost of all test materials shipped was greater than anything that was chargednot including the related research costs we're charged for incomplete studies)Currently, it appears that Mr*** is changing yet again what was previously agreed to.If so, we would be happy to refund the remaining $if he would be interested in replacing & returning all materials consumed.Mr*** was participating in a study program where consolidated data and related analysis is planned for multiple purposes and reporting arenas.All reporting of test results are posted as soon as the labs complete processing of samples.The clinical facility is a third party, unrelated to us or the research firm, and as part of the unbiased research process, handles all samples via the submitted barcode ID (on a blind-basis).During this time, they were backlogged with an influx of samples.Mr*** sample was posted on: 12/19/16Because the labs use the same methods & procedures normally found in hospitals and other clinical facilities, the key variable outside of our control is sample contamination and/or incorrect sample collection by participants who are careless or do not follow collection instructions.Bad samples = bad results (and the incorrect assumpton of "results")Similarly, this case surrounds a failure to follow instructions resulting in a breach of an agreement vsassumptions and suppositions.Case facts: 1) A clear failure to complete participation according to the study plan and 2) Consumption / use of study materialsAs Mr*** states, "I was not able to complete the survey prior to 11/25/16"Failure to complete the study in a timely manner was a breakage of the participation agreement signed on 11/18/16.Mr*** also states, "Concerning the timeline, I am in agreement up to the 11/25/entry."As mentioned in the earlier 11/18/entry:An email reminder was sent to Mr***. As a time sensitive study, Mr*** needed to either continue in the program by logging into the site or to call the study coordinators within days of enrollment to postpone the start date or decline participation and return all test materials.Note: This is a research study program and not related to the consumer site where products are actually purchased. Everything in this program was shipped free of charge with only the expectation of timely program participation.In conclusion, as everyone has reaffirmedthe costs charged were for the costs of consumed study materials after not completing the study according to what was agreed.Because Mr*** actually consumed study materials, this resulted in a previously noted billable event.(this notice is presented in multiple locations- in writing with the shipped materials, during the enrollment, in the agreement and multiple locations elsewhere- see 11/18/email reminder attached)On 11/28/Mr*** agreed to the $refund (see call recording) and was provided the opportunity to keep all test materials(note: the total cost of all test materials shipped was greater than anything that was chargednot including the related research costs we're charged for incomplete studies)Currently, it appears that Mr*** is changing yet again what was previously agreed to.If so, we would be happy to refund the remaining $if he would be interested in replacing & returning all materials consumed
Returning the remaining $would equate to a full refund after Mr*** has already used half the products (not counting the research firm costs we're charged for processing each participant)and after having agreed to participation terms in multiple locationsand after having agreed to the original refund portion (see recorded call).While that's the case, we will make an exception and provide a full refund if Mr*** would return all remaining goods (unused test and 1/consumed product) along with another unused test (he indicated that he was able to find these elsewhere for less).Indicate *** *** on the outside of the shipment
In response to the following: Customer ID: xxxxxxxxx[redacted] Telephone Number: xxx-xxx-x392 E-Mail Address: ...
[email protected] Shipping confirmation: xxxxxxxxxxxxxxx[redacted]Please note that after researching this account I see that Mr. [redacted] chose to participate in a research study program vs. actually purchasing products from our consumer site or from one of our national retailers.The billing event and products in question are actually a settled agreement for non-participation in a study program. Specific events and timeline recap below.Account Timeline:11/06/16: Mr. [redacted] enrolled in the study program - Order# xxxxxx37 - Customer ID# xxxxxxxxx[redacted] - At the end of the enrollment, expectations of the study program are summarized - An email confirmation was then automatically sent regarding enrollment along with a username / password to complete the study online. Another recap of study related expectations are repeated here.11/07/16: All test materials were shipped the following day - USPS Confirmation# xxxxxxxxxxxxxxx[redacted]11/14/16: USPS reports the study materials were delivered at 12:15pm to the front desk of Mr [redacted]'s apartment building. - Packaging inserts / instructions all repeat how the study is done online and in multiple locations.11/18/16: An email reminder was sent to Mr. [redacted]. As a time sensitive study, Mr. [redacted] needed to either continue in the program by logging into the site or to call the study coordinators within 10 days of enrollment to postpone the start date or decline participation and return all test materials.Note: This is a research study program and not related to the consumer site where products are actually purchased. Everything in this program was shipped free of charge with only the expectation of timely program participation.11/18/16: Mr. [redacted] logs into the study site at 11:31am - Reaffirms and electronically signs the participation agreement - Completes the first weekly Survey (1 of 5) - Activates the first test kit (1 of 2) Test ID# xxxxx[redacted] - Mr. [redacted] is reminded of all relavant due dates in the portal.11/19/16: Mr. [redacted] logs back into the study site at 12:55pm - Mr. [redacted] is reminded of all relavant due dates in the portal (again).11/25/16: Weekly Survey 2 deadline - Mr. [redacted] chose not to complete Survey 2 after being presented the study plan multiple times (at enrollment, in follow up communications, in the shipped study materials, and at the portal) - The weekly surveys can be done at home or on the go via smart phone ... take no more than 2 min to complete ~10 questions ... can be done any time up to 3 days before the due date.11/27/16: Mr. [redacted] chose to not complete any further steps and was disqualified from the program after missing major checkpoints.Since he also opted to not contact a study coordinator (toll-free phone numbers are prominently listed in multiple locations) and did not return any study materials, the company was left with no option other than to bill Mr. [redacted] for materials sent.11/27/16: Mr. [redacted] calls a study coordinator to discuss billing at 10:23am (offices are closed on Sun)11/28/16: Mr. [redacted] calls at 13:11 and discusses the issue with a study coordinator.Because of an incomplete study and use of half of the materials, Mr. [redacted] was offered a $100 refund as a settlement for non-paricipation. Mr. [redacted] agrees. Call recording available. This refund is processed on 11/30/16.In closing, Mr. [redacted] - Was reminded of program expectations multiple times, in multiple locations and in multiple forms (online, paper, shipments, email) - Clearly knew about the online process and how surveys would be conducted after having successfully logged in. - Demonstrated competency in completing the initial steps. - Demonstrated competency in doing the test and checking the lab site (test 1 results online with reported levels of xx.60- results received 12/19) - Chose not to complete the program - Chose to keep all test materials - Agreed to a settled amount after having failed to meet obligations.As it currently stands, it was understood that both parties agreed to a settlement for study non-completion.(note: this settlement was **not** for the "purchase of goods"- but a settlement for non-completion. Additionally, materials are normally expected to be returned before a refund is processed, but as part of the settlement and for Mr. [redacted]'s convenience, he would not need to return any remaining test materials.)If Mr. [redacted] choses to rescind the recorded agreement and default on the original participation agreement, the company reserves the right to reverse the settlement, expect the return of test materials and submit the balance to debt collection for remaining amounts due.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
In response to the following: Customer ID: xxxxxxxx[redacted] Telephone Number: [redacted] E-Mail Address: [redacted] ...
Shipping confirmation: xxxxxxx[redacted]1) Mr. [redacted] has **not** yet been charged this amount. He was provided notification that his account was locked after failing to complete the study in a timely manner. The study program, like any other clinical trial program requires timely participation- missing an appointment would result in study disqualification. While that's the case, if our study participant misses an appointment, they are provided a grace period... but this requires actual contact with a study counselor either at 866-[redacted], M-F 9-6p EST or by email (24hrs) to discuss the situation, explain the reason for missing an appointment and address/clarify any other expectations. Mr. [redacted] did call on 6/3, after hours at 10:31pmEST. Mr. [redacted] has attempted no further contact by phone or email. At this point, if he calls before end of day 6/9 (during normal business hours) a counselor might be able to unlock his account and continue participation- although in a time sensitive study, where changes happen each week, timeliness is critical. A counselor called Mr. [redacted] again on 6/8 to discuss possible options (no answer). 2) Regarding reminders: - Upon enrolling in the study, Mr. [redacted] was sent an email with an outline of dates. - The shipped study materials include a clear timeline of required steps - A follow on email was then sent to re-remind timely participation - The study portal outlines all study check-in dates Mr. [redacted] is familiar with all the dates & terms of participation having already visited the portal at least 3x prior when completing 2 earlier surveys- he is currently on Survey #3. - Our study counselor called Mr. [redacted] on 5/20 to remind him of study steps3) Study surveys: - There are only 5 study check-in surveys - These are only once a week, on the same day of the week (at any time that day) - A check-in survey takes less than 3 minutes to complete (less time than travel to a clinical research site and/or even faxing or mailing response info) - The 3 min check-in surveys can be done online from anywhere- including mobile devices. - These are not cumbersome surveys, designed with the least number of questions needed to support the study.Conclusion: In order to develop publishable, accurate data, participants need to complete the research in a diligent, accurate & timely manner. We strive to make this as easy / simple as possible for all participants. Poor engagement, missed dates and/or careless participation results in invalid results and unnecessary costs. Upon study completion, participants are paid electronically for their participation with a credit paid to the credit card on file.
In response to the following: [redacted] [redacted]
[redacted] [redacted]
[redacted] ...
[redacted]
[redacted]After researching this account I see that Mr. [redacted] chose to participate in a research study program on 11/22/16According to call recordings on 12/29/16 and again on 1/3/17, it appears that Mr. [redacted] already agreed to a partial refund after failing to complete the study on 12/29/16.Per the call recording, his mention that "everyone was gone for the day (3:30p)" was in relation to when his partial refund would be processed.According to bank records, the refund was processed the following day on 12/30.If there are other questions regarding what was agreed to, additional information, participation timelines, account log-in records & program terms signed by Mr [redacted] are available.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A
refund of the remaining $99 would be acceptable, however clarification is
needed as to what the company expects to be returned. I am in possession of one
unused test kit and 10 day supply of the supplement both of which I am happy to
return. The use of the first test kit yielded results well outside of the expected
7-10 day time frame. Receiving results 30 days after the test is an unreasonable
delay and although the company (progene) is not responsible for the delay, the
lab was contracted by progene and therefore progene should be responsible for
the cost.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11634111, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Alan [redacted]
Hi [redacted],Thanks for participating in the study- the largest study of its kind in the country.We see that you completed all steps and after reviewing your results, we also see that the product also worked for you too!To clarify participation fees, I've attached a screen shot from the enrollment...
page(*the MSRP value of the study was $189- all of which was provided to you for free)Normally the payments are sent via check 6-8 wks after completing the study (would be sometime around now). If acceptable, can I have customer service call you to follow up / check on the status of the mailings.Thanks againJudith
Situation Timeline:7/15/16: Mr. [redacted] enrolls in the study program - Order# 2[redacted] - Customer ID# [redacted]7/15/16: All test materials were shipped the same day - USPS Confirmation# [redacted]7/15/16: An email confirmation is...
automatically sent regarding enrollment along with a username / password to complete the study online (no surveys are actually sent as Mr. [redacted] claims - this is all conducted online as indicated upfront during the enrollment steps and again with this email)7/25/16: According to the USPS, this was delivered to Mr. [redacted] in Alaska at 11:32am. - Packaging inserts / instructions all repeat how the study is done online and in multiple locations. - See PDF packaging inserts & instructions.7/27/16: A study coordinator called & left a voicemail msg to follow up and remind Mr. [redacted] to begin the study program by going online. - See [redacted] Contact History.7/28/16: Mr. [redacted] attempts a login to the site, but was initially locked out for being behind schedule.7/28/16: Mr. [redacted] is provided a second chance and successfully logs into the site. - See [redacted] Login Attempt records7/28/16: Upon logging in: - Mr. [redacted] agrees to the participation agreement. - Activates Test Kit 1 of 2 - Is again reminded of the study schedule and due dates along with all the steps relating to the study - see portal screen shot - Expectations and steps have now been presented at least 4 times7/29/16: The following day, Mr. [redacted] logs back into the site and completes the 1st survey online ("Base Survey"). - See [redacted] Portal screen shot. - As noted, the next 3 minute survey #2 is due the following week on 8/68/15/16: Mr. [redacted] has chosen to not complete any further steps and is disqualified from the program after missing major checkpoints.Since he also opted to not contact a study coordinator (toll-free phone numbers are prominently listed in multiple locations) and did not return any study materials, the company was left with no option other than to bill Mr. [redacted] for materials sent.8/15/16: Mr. [redacted] calls customer service regarding the billed materials and was informed of his non-participation. - While he chose to not complete the program, a settlement was agreed to on 8/15 where 50% would be refunded.8/16/16: $80 was refunded to the card on file. - See [redacted] Contact History.In closing, Mr. [redacted] - Was reminded of program expectations multiple times, in multiple locations and in multiple forms (online, telephone, paper, email) - Clearly knew about the online process and how surveys would be conducted after having successfully logged in - Demonstrated competency in completing the initial steps. - Chose not to complete the program - Chose to keep all test materials - Agreed to a settled amount after having failed to meet obligations.As it currently stands, it was understood that both parties agreed to a settlement.If not, the company reserves the right to reverse the settlement and submit the balance to debt collection for the remaining amounts due.
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.
Regards,
[redacted]
Date Sent: 5/15/2017 1:37:11 PMHi [redacted],A ck was sent out after the last correspondence.After your note last week, I had accounting send another ck.If you still do not get this, please call customer service at (866) PROGENE [866.776.4363] so that we can reconfirm your mailing address.Thanks
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
After researching the account and system logs, we see the following:Timeline:2/1: Initial study enrollment2/11: Test material delivery confirmed by ***: *** - Test materials included a printed summary of steps &
timelines2/11: Initial site login where all timelines were presented (again) - Agreed to participation agreement and the timely completion of the study - Mr*** completed the 1st survey2/25: 2nd survey was due but missed this deadline2/28: After defaulting, the first partial payment was charged for choosing to not participate3/8: 3:28p Mr*** called to see why he was locked out & billed (see call recording) - Deadline was clearly missed and test materials had not been returned. - Because Mr*** expressed an interest in continuing, he was provided an extension and any additional billing would be suspended contingent on completing the remaining steps. - As an extreme extension (where technically his results were already useless), he was supposed to call back after doing the 2nd test and remaining surveys so that we could clear him from the program and not charge anything else.3/8: 3:34p logged back in & completed Survey 23/9: Test samples received3/16: Survey completed3/23: Survey completed3/30: Survey 5: last one was due (after having already completed the previous 3)4/26: A month laterMr*** calls at 9:04am - His study steps still incomplete & final test sample had not yet been submitted - He was provided a final opportunity to do last steps just to close out the study and avoid any other billables5/7: Logged back inbut the last 2minute survey and last test still have not been submitted.Clearly Mr*** understood what needed to be done after: - Having logged into the site multiple times - Having been presented the expected timelines & steps multiple times (online and in paper) - Demonstrating competency in completing 80% of the required stepsWhile Mr*** knew the above, he chose to not complete the study and/or meet expected due-dates.Despite this, he was still provided multiple extensions (even to the point where his study results are technically useless) so that we could just close his study and help him avoid any further billables.(alternatively, he could have also chosen to return the test materialsbut didn't)According to the agreement, by choosing to not complete the program, $remains due for the test materials.After having been provided multiple extensions and chosing to not follow instructions, the best that we can do is to terminate his incomplete study and cancel any additional billables after he returns all remaining test materials.Please indicate *** *** on the outside of the box
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is the second time that I have written regarding non-payment for the study I didI did receive a response that someone would contact me when the money was on its wayThe only response that was given here was that regarding the time frame for receiving money.TranslateDesired Resolution / OutcomeDesired Outcome: Company to contact me and check overnighted to me
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response from the business begins by noting that I chose to participate in a research studyI did so under the impression that progene was sponsoring a legitimate research studyHowever, after further research I can state with certainty that the study was only a marketing device with no scientific merit and no peer reviewNo legitimate study requires settlement agreements for non-participationConcerning the timeline, I am in agreement up to the 11/25/entryI was not able to complete the survey prior to 11/25/I attempted to contact a study coordinator however the toll free phone number provided was not a line to a coordinator but to customer serviceThe call to customer service is referenced in the second note for 11/27/and again on 11/28/The business claims I chose not to complete any further steps, I was not allowed to complete any further stepsI was locked out of the online account given to me by the businessThe company also refused to allow me to return study materialsI still have the unused study materials and as stated in my original complaint still willing to return the materialsProgene charged me $199, after complaining directly to the company I received a $refund but the company refused to refund the rest of the “settlement agreement” for the fraudulent studyThe amount not refunded is equivalent to the retail price of the products therefore I consider that to be the purchase of the materialsThe following are links showing the retail value of the materials,*** *** *** * * month supplyProgene failed to meet obligations as well, prior to my complaint progene had failed to provide any test resultsIn its response Progene claims to have results received 12/19/I call into question the legitimacy of these resultsThe first reason is that I collected the samples for the test on 11/19/and mailed it the next, progene claims results take 7-days yet no results were available for weeks until a complaint was submitted to the Revdex.comSecondly, test results are a common complaint people have about Progene as shown in the following link, ***
Regards,
*** ***
First off, this is a research study measuring mens levels from around the country.Actual data is also being used by our CLIA certified labs for statistical analysis against age related brackets.Mr*** was participating in a study program where consolidated data and related analysis is planned for multiple purposes and reporting arenas.All reporting of test results are posted as soon as the labs complete processing of samples.The clinical facility is a third party, unrelated to us or the research firm, and as part of the unbiased research process, handles all samples via the submitted barcode ID (on a blind-basis).During this time, they were backlogged with an influx of samples.Mr*** sample was posted on: 12/19/16Because the labs use the same methods & procedures normally found in hospitals and other clinical facilities, the key variable outside of our control is sample contamination and/or incorrect sample collection by participants who are careless or do not follow collection instructions.Bad samples = bad results (and the incorrect assumpton of "results")Similarly, this case surrounds a failure to follow instructions resulting in a breach of an agreement vsassumptions and suppositions.Case facts: 1) A clear failure to complete participation according to the study plan and 2) Consumption / use of study materialsAs Mr*** states, "I was not able to complete the survey prior to 11/25/16"Failure to complete the study in a timely manner was a breakage of the participation agreement signed on 11/18/16.Mr*** also states, "Concerning the timeline, I am in agreement up to the 11/25/entry."As mentioned in the earlier 11/18/entry: An email reminder was sent to Mr***. As a time sensitive study, Mr*** needed to either continue in the program by logging into the site or to call the study coordinators within days of enrollment to postpone the start date or decline participation and return all test materials. Note: This is a research study program and not related to the consumer site where products are actually purchased. Everything in this program was shipped free of charge with only the expectation of timely program participation.In conclusion, as everyone agrees, the costs charged were not for purchase of goods where refunds apply- this was for the costs of consumed study materials after not completing the study according to what was agreed.Because Mr*** actually consumed study materials, this resulted in a previously noted billable event.(this notice is presented in multiple locations- in writing with the shipped materials, during the enrollment, in the agreement and multiple locations elsewhere- see 11/18/email reminder attached)On 11/28/Mr*** agreed to the $refund (see call recording) and was provided the opportunity to keep all test materials (where the total cost of all test materials shipped was greater than anything that was chargednot including the related research costs we're charged for incomplete studies)Currently, it appears that Mr*** is changing yet again what was previously agreed to.If so, we would be happy to refund the remaining $if he would be interested in replacing & returning all materials consumed.Mr*** was participating in a study program where consolidated data and related analysis is planned for multiple purposes and reporting arenas.All reporting of test results are posted as soon as the labs complete processing of samples.The clinical facility is a third party, unrelated to us or the research firm, and as part of the unbiased research process, handles all samples via the submitted barcode ID (on a blind-basis).During this time, they were backlogged with an influx of samples.Mr*** sample was posted on: 12/19/16Because the labs use the same methods & procedures normally found in hospitals and other clinical facilities, the key variable outside of our control is sample contamination and/or incorrect sample collection by participants who are careless or do not follow collection instructions.Bad samples = bad results (and the incorrect assumpton of "results")Similarly, this case surrounds a failure to follow instructions resulting in a breach of an agreement vsassumptions and suppositions.Case facts: 1) A clear failure to complete participation according to the study plan and 2) Consumption / use of study materialsAs Mr*** states, "I was not able to complete the survey prior to 11/25/16"Failure to complete the study in a timely manner was a breakage of the participation agreement signed on 11/18/16.Mr*** also states, "Concerning the timeline, I am in agreement up to the 11/25/entry."As mentioned in the earlier 11/18/entry:An email reminder was sent to Mr***. As a time sensitive study, Mr*** needed to either continue in the program by logging into the site or to call the study coordinators within days of enrollment to postpone the start date or decline participation and return all test materials.Note: This is a research study program and not related to the consumer site where products are actually purchased. Everything in this program was shipped free of charge with only the expectation of timely program participation.In conclusion, as everyone has reaffirmedthe costs charged were for the costs of consumed study materials after not completing the study according to what was agreed.Because Mr*** actually consumed study materials, this resulted in a previously noted billable event.(this notice is presented in multiple locations- in writing with the shipped materials, during the enrollment, in the agreement and multiple locations elsewhere- see 11/18/email reminder attached)On 11/28/Mr*** agreed to the $refund (see call recording) and was provided the opportunity to keep all test materials(note: the total cost of all test materials shipped was greater than anything that was chargednot including the related research costs we're charged for incomplete studies)Currently, it appears that Mr*** is changing yet again what was previously agreed to.If so, we would be happy to refund the remaining $if he would be interested in replacing & returning all materials consumed
Returning the remaining $would equate to a full refund after Mr*** has already used half the products (not counting the research firm costs we're charged for processing each participant)and after having agreed to participation terms in multiple locationsand after having agreed to the original refund portion (see recorded call).While that's the case, we will make an exception and provide a full refund if Mr*** would return all remaining goods (unused test and 1/consumed product) along with another unused test (he indicated that he was able to find these elsewhere for less).Indicate *** *** on the outside of the shipment
In response to the following: Customer ID: xxxxxxxxx[redacted] Telephone Number: xxx-xxx-x392 E-Mail Address: ...
[email protected] Shipping confirmation: xxxxxxxxxxxxxxx[redacted]Please note that after researching this account I see that Mr. [redacted] chose to participate in a research study program vs. actually purchasing products from our consumer site or from one of our national retailers.The billing event and products in question are actually a settled agreement for non-participation in a study program. Specific events and timeline recap below.Account Timeline:11/06/16: Mr. [redacted] enrolled in the study program - Order# xxxxxx37 - Customer ID# xxxxxxxxx[redacted] - At the end of the enrollment, expectations of the study program are summarized - An email confirmation was then automatically sent regarding enrollment along with a username / password to complete the study online. Another recap of study related expectations are repeated here.11/07/16: All test materials were shipped the following day - USPS Confirmation# xxxxxxxxxxxxxxx[redacted]11/14/16: USPS reports the study materials were delivered at 12:15pm to the front desk of Mr [redacted]'s apartment building. - Packaging inserts / instructions all repeat how the study is done online and in multiple locations.11/18/16: An email reminder was sent to Mr. [redacted]. As a time sensitive study, Mr. [redacted] needed to either continue in the program by logging into the site or to call the study coordinators within 10 days of enrollment to postpone the start date or decline participation and return all test materials.Note: This is a research study program and not related to the consumer site where products are actually purchased. Everything in this program was shipped free of charge with only the expectation of timely program participation.11/18/16: Mr. [redacted] logs into the study site at 11:31am - Reaffirms and electronically signs the participation agreement - Completes the first weekly Survey (1 of 5) - Activates the first test kit (1 of 2) Test ID# xxxxx[redacted] - Mr. [redacted] is reminded of all relavant due dates in the portal.11/19/16: Mr. [redacted] logs back into the study site at 12:55pm - Mr. [redacted] is reminded of all relavant due dates in the portal (again).11/25/16: Weekly Survey 2 deadline - Mr. [redacted] chose not to complete Survey 2 after being presented the study plan multiple times (at enrollment, in follow up communications, in the shipped study materials, and at the portal) - The weekly surveys can be done at home or on the go via smart phone ... take no more than 2 min to complete ~10 questions ... can be done any time up to 3 days before the due date.11/27/16: Mr. [redacted] chose to not complete any further steps and was disqualified from the program after missing major checkpoints.Since he also opted to not contact a study coordinator (toll-free phone numbers are prominently listed in multiple locations) and did not return any study materials, the company was left with no option other than to bill Mr. [redacted] for materials sent.11/27/16: Mr. [redacted] calls a study coordinator to discuss billing at 10:23am (offices are closed on Sun)11/28/16: Mr. [redacted] calls at 13:11 and discusses the issue with a study coordinator.Because of an incomplete study and use of half of the materials, Mr. [redacted] was offered a $100 refund as a settlement for non-paricipation. Mr. [redacted] agrees. Call recording available. This refund is processed on 11/30/16.In closing, Mr. [redacted] - Was reminded of program expectations multiple times, in multiple locations and in multiple forms (online, paper, shipments, email) - Clearly knew about the online process and how surveys would be conducted after having successfully logged in. - Demonstrated competency in completing the initial steps. - Demonstrated competency in doing the test and checking the lab site (test 1 results online with reported levels of xx.60- results received 12/19) - Chose not to complete the program - Chose to keep all test materials - Agreed to a settled amount after having failed to meet obligations.As it currently stands, it was understood that both parties agreed to a settlement for study non-completion.(note: this settlement was **not** for the "purchase of goods"- but a settlement for non-completion. Additionally, materials are normally expected to be returned before a refund is processed, but as part of the settlement and for Mr. [redacted]'s convenience, he would not need to return any remaining test materials.)If Mr. [redacted] choses to rescind the recorded agreement and default on the original participation agreement, the company reserves the right to reverse the settlement, expect the return of test materials and submit the balance to debt collection for remaining amounts due.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
In response to the following: Customer ID: xxxxxxxx[redacted] Telephone Number: [redacted] E-Mail Address: [redacted] ...
Shipping confirmation: xxxxxxx[redacted]1) Mr. [redacted] has **not** yet been charged this amount. He was provided notification that his account was locked after failing to complete the study in a timely manner. The study program, like any other clinical trial program requires timely participation- missing an appointment would result in study disqualification. While that's the case, if our study participant misses an appointment, they are provided a grace period... but this requires actual contact with a study counselor either at 866-[redacted], M-F 9-6p EST or by email (24hrs) to discuss the situation, explain the reason for missing an appointment and address/clarify any other expectations. Mr. [redacted] did call on 6/3, after hours at 10:31pmEST. Mr. [redacted] has attempted no further contact by phone or email. At this point, if he calls before end of day 6/9 (during normal business hours) a counselor might be able to unlock his account and continue participation- although in a time sensitive study, where changes happen each week, timeliness is critical. A counselor called Mr. [redacted] again on 6/8 to discuss possible options (no answer). 2) Regarding reminders: - Upon enrolling in the study, Mr. [redacted] was sent an email with an outline of dates. - The shipped study materials include a clear timeline of required steps - A follow on email was then sent to re-remind timely participation - The study portal outlines all study check-in dates Mr. [redacted] is familiar with all the dates & terms of participation having already visited the portal at least 3x prior when completing 2 earlier surveys- he is currently on Survey #3. - Our study counselor called Mr. [redacted] on 5/20 to remind him of study steps3) Study surveys: - There are only 5 study check-in surveys - These are only once a week, on the same day of the week (at any time that day) - A check-in survey takes less than 3 minutes to complete (less time than travel to a clinical research site and/or even faxing or mailing response info) - The 3 min check-in surveys can be done online from anywhere- including mobile devices. - These are not cumbersome surveys, designed with the least number of questions needed to support the study.Conclusion: In order to develop publishable, accurate data, participants need to complete the research in a diligent, accurate & timely manner. We strive to make this as easy / simple as possible for all participants. Poor engagement, missed dates and/or careless participation results in invalid results and unnecessary costs. Upon study completion, participants are paid electronically for their participation with a credit paid to the credit card on file.
In response to the following: [redacted] [redacted]
[redacted] [redacted]
[redacted] ...
[redacted]
[redacted]After researching this account I see that Mr. [redacted] chose to participate in a research study program on 11/22/16According to call recordings on 12/29/16 and again on 1/3/17, it appears that Mr. [redacted] already agreed to a partial refund after failing to complete the study on 12/29/16.Per the call recording, his mention that "everyone was gone for the day (3:30p)" was in relation to when his partial refund would be processed.According to bank records, the refund was processed the following day on 12/30.If there are other questions regarding what was agreed to, additional information, participation timelines, account log-in records & program terms signed by Mr [redacted] are available.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A
refund of the remaining $99 would be acceptable, however clarification is
needed as to what the company expects to be returned. I am in possession of one
unused test kit and 10 day supply of the supplement both of which I am happy to
return. The use of the first test kit yielded results well outside of the expected
7-10 day time frame. Receiving results 30 days after the test is an unreasonable
delay and although the company (progene) is not responsible for the delay, the
lab was contracted by progene and therefore progene should be responsible for
the cost.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11634111, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Alan [redacted]
Hi [redacted],Thanks for participating in the study- the largest study of its kind in the country.We see that you completed all steps and after reviewing your results, we also see that the product also worked for you too!To clarify participation fees, I've attached a screen shot from the enrollment...
page(*the MSRP value of the study was $189- all of which was provided to you for free)Normally the payments are sent via check 6-8 wks after completing the study (would be sometime around now). If acceptable, can I have customer service call you to follow up / check on the status of the mailings.Thanks againJudith
Situation Timeline:7/15/16: Mr. [redacted] enrolls in the study program - Order# 2[redacted] - Customer ID# [redacted]7/15/16: All test materials were shipped the same day - USPS Confirmation# [redacted]7/15/16: An email confirmation is...
automatically sent regarding enrollment along with a username / password to complete the study online (no surveys are actually sent as Mr. [redacted] claims - this is all conducted online as indicated upfront during the enrollment steps and again with this email)7/25/16: According to the USPS, this was delivered to Mr. [redacted] in Alaska at 11:32am. - Packaging inserts / instructions all repeat how the study is done online and in multiple locations. - See PDF packaging inserts & instructions.7/27/16: A study coordinator called & left a voicemail msg to follow up and remind Mr. [redacted] to begin the study program by going online. - See [redacted] Contact History.7/28/16: Mr. [redacted] attempts a login to the site, but was initially locked out for being behind schedule.7/28/16: Mr. [redacted] is provided a second chance and successfully logs into the site. - See [redacted] Login Attempt records7/28/16: Upon logging in: - Mr. [redacted] agrees to the participation agreement. - Activates Test Kit 1 of 2 - Is again reminded of the study schedule and due dates along with all the steps relating to the study - see portal screen shot - Expectations and steps have now been presented at least 4 times7/29/16: The following day, Mr. [redacted] logs back into the site and completes the 1st survey online ("Base Survey"). - See [redacted] Portal screen shot. - As noted, the next 3 minute survey #2 is due the following week on 8/68/15/16: Mr. [redacted] has chosen to not complete any further steps and is disqualified from the program after missing major checkpoints.Since he also opted to not contact a study coordinator (toll-free phone numbers are prominently listed in multiple locations) and did not return any study materials, the company was left with no option other than to bill Mr. [redacted] for materials sent.8/15/16: Mr. [redacted] calls customer service regarding the billed materials and was informed of his non-participation. - While he chose to not complete the program, a settlement was agreed to on 8/15 where 50% would be refunded.8/16/16: $80 was refunded to the card on file. - See [redacted] Contact History.In closing, Mr. [redacted] - Was reminded of program expectations multiple times, in multiple locations and in multiple forms (online, telephone, paper, email) - Clearly knew about the online process and how surveys would be conducted after having successfully logged in - Demonstrated competency in completing the initial steps. - Chose not to complete the program - Chose to keep all test materials - Agreed to a settled amount after having failed to meet obligations.As it currently stands, it was understood that both parties agreed to a settlement.If not, the company reserves the right to reverse the settlement and submit the balance to debt collection for the remaining amounts due.
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.
Regards,
[redacted]
Date Sent: 5/15/2017 1:37:11 PMHi [redacted],A ck was sent out after the last correspondence.After your note last week, I had accounting send another ck.If you still do not get this, please call customer service at (866) PROGENE [866.776.4363] so that we can reconfirm your mailing address.Thanks