R E W, Inc.

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted] account and do see the $106.08 charge for her Annual Renewal Fee on 8/24/2015.  On 6/8/2014, Ms. [redacted] sent us an e-mail asking for her account to be canceled and was advised that she...

needed to call Customer Service to complete the cancellation process.  She did not call and therefore the cancellation was never finalized.  We do apologize for the inconvenience this has caused and have sent a request to have the $106.08 fee refunded in full.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for providing us the opportunity to respond to the complaint. I cancelled Ms. [redacted]'s recurring monthly order today, per request. I also asked one of our Customer Support agents to reach out to her to confirm this information. He did leave a voice mail with his personal...

phone number. Based on the complaint, I also called our Customer Support phone number, ###-###-####. We have automated many of the processes with instructions provided to our customers, however a live agent can be reached by following the voice prompts. Due to higher call volume, the wait time that I experienced was approximately 20 minutes but I was able to speak with a representative. We apologize for any inconvenience this my have caused Ms. [redacted].Sincerely,[redacted]Compliance Analyst

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. Could the business please advise when they are going to perform this action and if the payment will be mailed or issued back on my debit card used for initial payment? Thank you for all your help resolving this matter.
Sincerely,
[redacted]

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Mr. [redacted] account and do see that he was charged $105.94 on 4/20/2015 for his Annual Renewal Fee.  We apologize for the delay, however, Mr. [redacted] has now received a full refund for this order....

 This was processed on 5/8.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Mr. [redacted] account and do see the three orders he is referring to.  We apologize for the Customer Service experience Mr. [redacted] received, however, I can confirm that he will be receiving FULL refunds...

on all of these orders.  He was sent an e-mail by our Support team informing him of this yesterday.  Please see below for e-mail.EMail from Agent to CustomerDate: Wednesday, December 02, 2015 9:59:48 PM Created by Agent: [redacted]Callback Status: EMail In QueueFrom: [email protected]: [redacted]@gmail.comSubject: Re: UNAUTHORIZED RETURN OR# [redacted]Hello [redacted], Thank you for contacting Body by Vi! I am so sorry to hear that you were not pleased with the Customer Service you received when you contacted us earlier today. I did have my Supervisor, Crystal contact you via phone a short time ago. As she was unable to reach you, I wanted to take this opportunity to follow up via email.After reading through the notes on your account and your email below, we requested that as an exception, a full refund be issued for the orders from April, May and June. Although these orders are technically past our return policy, we feel that as you did not receive them, we should make this right! Once these refunds are processed tomorrow, you should receive an email confirmation for each.I apologize for any inconvenience this may have caused, and would like to let you know that should you allow us to continue with you on your Challenge, we would be happy to assist you in any way we can. Thank you for taking the time to reach us and please let me know if I can help in any other way. Should you wish to reach out to me personally, you may do so at N[redacted]@Vi.com. Thank you for taking the time to contact us and have a wonderful evening![redacted]Vi Email Support Team It's not business, it's personal!Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],
We have communicated with Ms. [redacted] again to let her know our position on this matter. Neither she nor the individual that received the product ever questioned any charges until now.
It is our position that this matter is between Ms. [redacted] and the Promoter she brought into the business who received and consumed the product.
We do not have any record of Ms. [redacted] removing the card or asking us to remove the card from any account until May 2015. She even indicated on a call several times that she, herself removed the card - indirectly acknowledging that she never requested a ViSalus agent to remove the card. However, there is no record of this ever happening.
As a good will gesture we offered to refund the last order (without requiring a return of the goods) as well as three months worth of Vi_net charges - she refused this, demanded a refund for all charges as well as threatened legal action against us. She has also disputed over $400 of the charges she authorized, and for product which was delivered and consumed, with her bank.
There is nothing more that we can do for this Promoter and I have communicated that with her today.
We obviously do not want this to affect our Revdex.com rating, however, we followed correct procedure in this matter and feel this individual is not being honest nor entitled to a refund for the reasons stated above.
Please contact me at ###-###-#### if you have any questions. Thank you kindly,
Eileen Le Gall
Compliance Manager & Attorney

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted]'s account and do see the order on 9/21/2015 that she is referring to.  Ms. [redacted] was signed up on an automatic shipment by Mr. Matthew Jones and he must have not done a good enough job...

explaining this to her.  Unfortunately, our Customer Service team was unable to assist Ms. [redacted] with this matter because she was not signed up with her personal e-mail address.  We require inquiries to be made via the e-mail address on file for security purposes.We are more than happy to issue Ms. [redacted] a full refund, however, we do need her to return the package to our warehouse.  Ms. [redacted] claims she did not receive the second package but UPS records show that it was delivered on 9/24/2015 at 3:24pm.  The shipping address we have on file matches the address she provided in her complaint to the Revdex.com.We recommend that she contacts Customer Service via phone at 877-VISALUS if she needs further assistance.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the additional opportunity to respond to this complaint.Our records also now show that the chargeback has been reversed, however, we still need Mr. [redacted] to return the package.  Once the package is returned to our warehouse we will make an exception and issue Mr. [redacted] a monetary refund minus shipping & handling and a 10% restocking fee.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted] account and do not see the charge that she is referring to.  Her account was last charged $27.26 on 3/5/2013 and she was refunded for this order.  We are willing to issue Ms. [redacted] a...

refund, however, more information is required since we do not know which account her Discover card is on.  If she knows the last 4 digits we could look it up that way.She can e-mail us directly at [redacted]@vi.com with this information and we will take care of her refund.Please let me know if you need any additional information.Sincerely,[redacted]

Dear Ms. [redacted],Thank you for providing us the opportunity to respond to this complaint. We apologize that this has been Mr. [redacted] recent experience with ViSalus. I personally spoke with Mr. [redacted] on August 1, 2016, and after the conversation, determined that a full refund was appropriate in...

this matter. Due to the age of the order, a check has to be issued. The check request was submitted that same day and is currently in the final stage of processing. It will be mailed to Mr. [redacted] shortly.We hope this resolves the matter. If we can be of any further assistance, please do not hesitate to contact us.Sincerely,[redacted] Compliance AnalystVi. Life. Health. Prosperity. vi.com | [redacted]@vi.com | ###-###-#### [redacted], MI 48083 | fax ###-###-####

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into [redacted]' account and do see all of the charges that Ms. [redacted] is referring to.   There was an initial order of $170.12 authorized by Ms. [redacted] on 8/21/2014 and she is claiming the rest are...

unauthorized.  We understand her frustrations, however, there is no record of the credit card on file being changed until 5/5/2015 when Ms. [redacted] called our Customer Service department.  Her claim is that Ms. [redacted] daughter changed the credit card on file the night of 8/21 after the initial order was placed.According to our records, this was never completed.  The best we can do for Ms. [redacted] per our return policies is to offer a refund minus shipping & handling for the one product order in the last 30 days and for the three Vi-net fees in the last 90 days.  There were $29 charges on 3/5, 4/5, and 5/5/2015 for Vi-Net Pro and a $118.76 ($99 minus S&H) charge on 4/19 for Ms. [redacted] monthly auto-shipment.  We can issue a refund of $186.00 for these orders.  In order to receive additional credits, we will need unused product returned to our warehouse.We can assure you there was no changing back of the credit card on our end per Ms. [redacted] complaint.  Her credit card information was inputted for the initial order and was never changed.  Therefore, she was charged for all of the auto-orders that were set up on this account.  It is her responsibility to notice these charges and notify us so we could have stopped the charges sooner.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted] account and do see the duplicate orders on 7/5/2015.  As of now, our records still only show that one of these orders have been returned to our warehouse and one full refund has already...

been issued.  As a courtesy, we will issue Ms. [redacted] an additional refund in the amount of $163.23 while we locate the missing package.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],We apologize for the confusion on the refund check being sent out.  There was a check request sent to our Accounting department on 5/13, however, the check was not officially mailed until 5/18.  I do not see a tracking number on the check but I would expect it to arrive at...

Ms. [redacted] address within the next 1-3 business days.  Also, the reason a check request had to be performed is because the credit card on file had expired.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked info Ms. [redacted]' account and see a one time order of $164.14 on 6/10/2015.  On 7/17/2015, Ms. [redacted] contacted Customer Service and informed us that she wanted to return her order for a refund.  Per our...

return policy, any return completed after 30 days of receiving an order will be for product credit.  Further, customers are only eligible for the 90 day money back guarantee if they complete the full 90 days of their challenge.As of now, Ms. [redacted] has a balance of $137.29 on her account that she can use for product credit.  We encourage her to speak with a Customer Service representative to find a different product that she will be able to use effectively.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Please be advised that this issue regarding Mr. [redacted] has already been resolved.  The original complaint ID was 10779256.  Mr. [redacted] called into Customer Service on 11/26/2015 and requested to have his auto-ships canceled.  The request was completed on this date and he...

was last billed on 11/5 so there has been no error on our part.On 8/24/2015, we received his first Revdex.com complaint and decided to refund the shipping & handling charges as a courtesy.  This was completed on 8/24 per his desired settlement.  The orders Mr. [redacted] is seeking monetary credits for were made in October and November of 2014.  It is likely that these products are now expired so we will not issue any additional refunds.  He still has $190.08 in product credit on his account that he can use.  We believe this issue should be closed.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted]'s account and do see the five $29 Vi-net subscriptions she was charged for from 7/5 to 11/5.  This is a monthly subscription that a newly signed up Promoter opts into when filling out...

their application.  Ms. [redacted] sent a request to cancel her account on 11/5/2015 and there was never any request to cancel the Vi-net subscription prior to this date.Our normal policy is to refund 3 months of Vi-net charges when this type of request is made.  Ms. [redacted] did not make this request when she contacted us on 11/5, however, as a courtesy we will refund three of the charges in the amount of $87.00.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted] account and do see the cancellation request she is referring to on 4/22/2015.  We apologize for the delay, however, I can confirm that a refund check has been sent to Ms. [redacted] address...

per her request.  The check was sent out today, 5/13/2015 so she should expect to receive it within the next 3-5 business days.  I have also canceled all of her orders and sent a request to completely close her account.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted], Thank you for providing us the opportunity to respond to this complaint. We apologize that this has been Mr. [redacted]’s experience with ViSalus. According to our records, on May 20, 2016, one of our representatives advised Mr. [redacted]  that a refund would be provided once the...

product was returned. However, we were able to intercept the order and a full refund of $280.71 was issued today, June 1, 2016. The funds should be available in Mr. [redacted]’s account in 3-5 business days. We hope this resolves the matter. If we can be of any further assistance, please do not hesitate to contact us. Sincerely, [redacted] Analyst http://vi.com | [redacted]@vi.com | ###-###-#### [redacted] Troy, MI 48083 | fax ###-###-####