Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote to the company on 9/5/2024 requesting revocation of my members and cancellation of future orders. After receiving a past due invoice on 12/6/2024, I again contacted the company to revoke everything mentioned above. I successfully disputed the charges with my credit card company, but yet another past due notice was received on 1/4/2024. Please send me an email address so I can send you my supporting documents. Thank you.

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a subscription for this product. I have since decided I no longer want to continue receiving the product. However, there is no way to cancel the subscription online (despite that they have a button for it, which just says they are unable to cancel the subscription), and I am never able to get a hold of their customer service. I would like my subscription cancelled.

  Business Response

  Date: 01/06/2025

  Hello *****, 
  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any frustration you've experienced regarding your subscription. 
  
  We have reviewed your account and can confirm that your subscription has been successfully canceled. However, please note that there is a balance of $24.95 that is scheduled to be charged on February 1st, 2025. After this charge is processed, no further charges or orders will be processed for your account. 
  
  We value your feedback and are committed to ensuring a positive experience for our customers. Should you have any further questions or need assistance, please do not hesitate to contact us. 
  
  Thank you for your understanding. 
  
  Best regards, 
  
  ******* R 
  Corproate Escalation 
  Proactiv 

• Initial Complaint

  Date:12/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for a product to help with a skin problem on a whim. Was sent a box full of other stuff than what I ordered, then another box with two of the three things I ordered. I was busy and did not follow up on this; my bad. Put it all in a drawer.Tried out one of the things I hadn't ordered; it made my skin worse. Threw it out. Another box came that contained all three bottles of the stuff I'd ordered but by now I'd lost interest. This went in the drawer with the other stuff, and at this point I went online to cancel my membership. It said they were having technical issues and to contact support. I decided I'd try again later.I forgot about it -- I believe this is part of their business strategy. Another box came. These are around $100 apiece, mind you. Went on the website again, now it simply says that I cannot cancel online and need to call them. It was late though. Decided I'd do it later. Forgot again.Another box came. I glared at the box. I wrote PROACTIV on my whiteboard. Tried cancelling on their website a couple times. Failed. Finally called them and waited on ******** someone on the phone who attempted to discourage me from canceling, and to sell me other products. Got a bit short with them. Finally told me that the system says it has already been cancelled, but that there's an outstanding balance on my account that still needs to go through. Waiting for that to happen.Why is this so complicated? I mean, I know why. But why is this legal?- stop billing people in multiple small amounts with cryptic descriptions - make it possible to cancel orders on your website - quit pressuring people to buy more stuff when they call to cancel - and you really better not keep charging my card. Seriously.

  Business Response

  Date: 12/30/2024

  Hello ****, 
  
  Thank you for reaching out and sharing your experience with us. First and foremost, we want to sincerely apologize for the inconvenience and frustration youve encountered. Your concerns are valid, and we deeply regret the negative experience you had with our product and cancellation process. 
  
  To address your concerns: 
  
  1. We have removed the outstanding balance from your most recent order to ensure you are not charged further. 
  
  2. We have canceled all pending installments, so no additional charges will be processed on your account. 
  
  3. Your feedback has been escalated to our Consumer Affairs team for follow-up, and they will contact you to discuss your experience about our experience. 
  
  If you have any additional questions or concerns, please dont hesitate to contact us. We appreciate your feedback and the opportunity to make things right. 
  
  Best regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 
  

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When placing a one-time order, the business automatically sign me up for a subscription and refuse to cancel the order.I did not put the order in.

  Business Response

  Date: 12/26/2024

  Hello Ronghao, 
  
  We sincerely apologize for the inconvenience and frustration this experience has caused. We understand your concern and have investigated the matter thoroughly. 
  
  We have processed a refund of $39.47 to the original payment method used for the unauthorized order. Furthermore, all pending subscription installments have been canceled. Your account balance has been adjusted accordingly, and you will not be charged any further fees. 
  
  We value your business and appreciate you bringing this issue to our attention. We are committed to resolving this matter to your satisfaction and preventing similar occurrences in the future. 
  
  Best regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 
  

  Customer Answer

  Date: 12/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received a collections notice for an outstanding balance for Proactiv. In a conversation today with your representative, I was told this was for a service date early in 2022. When I asked if your company sent a bill for any outstanding balance, I was told no, it was only after a very recent system upgrade that many supposed outstanding balances were discovered./ /First, I dispute that we owe money in the first place since, as we understand it, Proactiv bills the customer for each shipment and then ships it. If Proactiv didn't get paid for it, why would the order ship?/ /Second, it should go without saying that immediately sending a customer to collections for a previously unknown bill without first notifying the customer does not engender good customer relations. I believe the feedback your company has received online is evidence of that./ /Finally, by Proactiv's own account the supposed shipment was approximately two years and nine months ago but no bill was sent out at the time of service or at any time thereafter. As such and because I was at the time and still am a resident of the state of *****, this issue is covered by Texas Civil Practice and Remedies Code, Title 6, Section ******* (*********************************************************), which states the following:/ /TIMELY BILLING REQUIRED.(a) Except as provided by Subsection (b) or (c), a health care service provider shall bill a patient or other responsible person for services provided to the patient not later than the first day of the 11th month after the date the services are provided.Added by Acts 1999, 76th Leg., ch. 650, Sec. 1, eff. Sept. 1, 1999./ /As such, resolution of this issue will result in our account balance being set to zero and our case removed from the collection agency./ /Thank you and I look forward to your reply.

  Business Response

  Date: 12/17/2024

  Hello *** ********,  
  
  Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance of $128.77 from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.   
  
  Best regards,  
  
  ******* R  
  Corporate Escalation  
  Proactiv 

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order placed june 29, 2024. Package was unopened and sent back to merchant later after calling merchant that the product is for oily skin and not dry skin. ******** told me to send it back and they would issue a refund . :Later I called about not finding refund email and to verigy they received package. merchant said it was received but would not give me a refund since it was past 60 days. I am out $92.56 and merchant was able to resell product since it package was not opened.

  Business Response

  Date: 12/04/2024

  Hello *******, 
  Thank you for your feedback. We apologize for any confusion regarding your refund. We have processed a refund of $77.80 in three separate transactions: 
  
  1- $13.20 
  2- $27.96 
  3- $36.64 
  
  The remaining $14.76 is due to non-refundable fees, which are not eligible for a refund. We appreciate your understanding. 
  
  Best regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 
  

• Initial Complaint

  Date:12/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They do not make it easy to cancel your on line subscription . They say on the website to log into your account or call the. At 1800 number but you Can not CANCEL MEMBERSHIP on the website at all. It's false advertising.

  Business Response

  Date: 12/04/2024

  Hello *********, 
  
  Thank you for reaching out to **. We apologize for any confusion or inconvenience regarding the cancellation process. We have successfully canceled your subscription to avoid any further issues. 
  
  Please note, your last order was created on December 1st, 2024, and a charge of $38.92 was applied on that day. A balance of $59.90 remains, which will be collected in two installments of $29.95 each, scheduled for 12-30-24 and 1-27-25. Once this balance is paid in full, no further charges will be processed. 
  
  Best regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company to cancel our membership and was given the runaround to do so. The employee for the company would not accept My request to cancel our membership. When I told him the product did not work for my daughter and she did not like it. He kept suggesting other products and telling me to use it. He would not cancel my membership.I want this membership canceled.

  Business Response

  Date: 11/26/2024

  Hello ****, 
  
  Thank you for reaching out. We apologize for the inconvenience you've experienced. I want to confirm that your membership has been canceled, and no future shipments or charges will be applied to your account. 
  
  If you have any further concerns, please don't hesitate to contact us. 
  
  Best regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a Proactiv subscription for my teenager in January 2022, which was linked with auto payment to my ****** account. In September 2022 (after monthly payments and sporadic, unreliable shipments) I canceled the subscription. My cancellation email stated I still owed $19.97 on my account. In October 2022 an auto payment of $9.99 was charged to ******, and in November 2022 an auto payment of $9.98 was charged to ******. Those two payments satisfied the $19.97 remaining balance. About a month ago, more than TWO YEARS after cancellation I received a notice from a collection agency claiming I owe money to Alchemee / Proactiv for $38.28. Of course I assumed it had to be a mistake. I paid off my $19.97 balance, and I have not heard from Proactiv at all since I canceled in 2022. I have not received an email, a phone call, or a paper bill. My ****** account (which was linked to my Proactiv account) has not been billed again. I have heard absolutely nothing from them regarding this alleged past due balance until I got this notice from a COLLECTION AGENCY. I have spoken to customer service regarding this issue multiple times, and they keep parroting the same response to my questions which provides no real answer to my questions, and no resolution (other than to pay the balance I do not believe I legitimately owe and have been provided no proof of). I have asked to speak to their supervisor and the supervisor was "not available." The absolute best case scenario here is this is horrible, predatory business practice. And at the worst this is outright fraud. I will be sure I tell every person I know to NEVER buy this product.

  Business Response

  Date: 11/20/2024

  Hello ********, 
  
  Thank you for reaching out and for your patience as we reviewed your account. We appreciate you for resolving the previous balance. Please rest assured that your account with us now reflects a $0.00 balance. 
  
  We deeply regret any confusion or inconvenience caused by the collection notice. We are actively investigating this matter to ensure this does not happen again. 
  
  Thank you for understanding, and we value your feedback. 
  
  Best regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Similar to other complaints you received I also received a notice in the mail and now text messages from "Credit Collection Servies" informing me of a debt that I owe to ALCHEMEE, LLC (FORMERLY THE PROACTIV COMPANY). The letter states that I owe $98.82 from 2022.Furthermore they are now offering me a "discount" on the debt if I go online and pay it now. I believe this is illegitimate as I have not been a customer of ********************** during the time mentioned and feel they are trying to get my info and money. I do not appreciate the time on task spent here or the worry of its impact to my credit which I am vigilant about. I would appreciate some guidance on resolve as could not get the support from Proactive directly in sourcing this either.

  Business Response

  Date: 11/15/2024

  Hello ********,  
  
  Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance of $98.82 from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.   
  
  Best regards,   
  
  ******* R  
  Corporate Escalation  
  Proactiv