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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased these two test and was waiting to hear about my results. I sent them in and a month later called to see where my results were, at that time they told me info was still needed and I needed to send it before they will do the test. I sent that info in too, 3 weeks later , now I get an email my results are in but if I want them I now have to pay $***** to get them. This was never said that to get MY test results I will be extorted for another *****. H*** NO I WANT ALL MY MONEY BACK!!! Keep your shady tests I dont trust you. I will let everyone know on my blog what an awful company you are.Good luck. I am going to press charges for extortion if my money isnt back in my acct by 6/14/24. Thats more than enough time to get it returned to me.My labs were already purchased and done , how would I get my results without forcing me to purchase more tests. I WANT MY MONEY BACK NOW!!!!!! Free tests results? Charging you ***** and making you buy more tests to get your ***** back.
Business response
06/10/2024
We apologize for any misunderstanding.
This is our last correspondence with ****** on 06/05/2024:
Hi ******,
Thanks for reaching out! To view your results, please visit the link below and login, ********************.
Once logged in, to view your results, please click the tab on the left side of your screen that says "Lab Results." Then on the right side of your screen under the "Actions" tab, please select the download arrow. **********************************************************
Please let me know if you have any additional questions or need assistance.
Thank you and have a wonderful day!
All of our labs bought from our website come with a complimentary appointment with one of our certified Health Coaches.
We have checked our records and ****** has not accessed her account located at ********************. There are no further charges to have this appointment and it can be self scheduled at ********************/
If we could please have a copy of the email that states you need to pay additional money that would be greatly appreciated.Customer response
06/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as *************************************** is lying , I never got to speak to anyone. They only send you this email and tell you to sign up for your FREE ***** call and AFTER you do THEN you can get your results. The ***** will be credited back to your account AFTER you order another one of their tests. The same deal as all the complaints on your website. We are not lying , I sent you all the proof. I want my ****** back or I will bring this to the police for extortion and see what they say!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
06/12/2024
We are very sorry that you are dissatisfied.
Please note this transaction is from November 2, 2023.
As stated before, there are no additional charges that you will incur.
If you would like, we would be happy to help you schedule your free consultation. Please let us know if you would like us to help you.
All you need to do is click the link below provided for your FREE consultation on your lab results.
********************
If this does not meet your satisfaction, we would be more than happy to issue you a credit.Customer response
06/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as
thats a generic link it does not link to my name. I want all my money back ****** Keep your tests . You have been nothing but liars and cheaters because you have been reported. Read the other reviews, everyone says the same thing. My money needs returned to my account by tomorrow or will spread this company on my blog.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
06/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a lab test through equilife. I was unable to register the test and tried calling as well as emailing numerous times but get automated responses. **************** is non existant.I expected to receive a report of my lab results like shown on their web page but am told I need to schedule an appointment with a wellness coach (next available is in 3 weeks) to receive results. THAT WAS NOT DISCLOSED AT ANY TIME PRIOR TO PURCHASE, TAKING OR SENDING THE TEST IN. I fully expected I would receive my results without being required to sign up for a membership or any high pressure sales.I should have looked this company up on the BBB site first as I am not alone in my issues. I had high expectations of the company so have been very surprised and disappointed to have fallen for this scam. At minimum, I'd like my lab results. But would be fine to skip the results, get my money back and go to a different provider for the testing.Business response
06/29/2023
We have sent this email to ******* this morning and are waiting on a response from her.
Dear *******,I am so sorry that you had such a poor experience with us. It is certainly not our norm and it does not meet the standards we set for ourselves and the experience we provide to thousands of clients. I can see that there was difficulty registering the lab to begin with and we were not timely in our follow up with you to help you navigate that situation. I can absolutely see where the frustration began!
Additionally, while we genuinely prefer to present the lab test results during a health coaching call when your health coach is immediately available to answer your questions, your results can always be made available at your request. Health coaching calls are available within 1 week - and sometimes sooner if needed. I see that your labs have been made available for you to view in the free Ayubowan app and I also see that you already have an appointment scheduled for July 6th.
Additionally, I want to refund your purchase and apologize for the experience. We set the bar high to help all of our clients achieve their wellness goals, and a seamless and stress free process should be part of that.Please let me know if there is anything additional that I can help with or answer for you.
In Good Health,Customer response
06/29/2023
Better Business Bureau:
The company has reached out to me with apology and resolution. I believe some of the issues could be easily prevented with additional technology on the site and perhaps better training in customer service response teams.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered lab test kits from Equilife and received them. We completed the tests and sent them back to the provider. We are supposed to receive our results and a consultation regarding how to proceed and have gotten neither. I dont even have access to one set of my lab test results yet. I have emailed. I have called and left voicemails. I have attempted to contact via the messenger on the site. No luck. No returning communication. No results. To say that were frustrated would be an understatement. We havent gotten any of the promised services and no correspondence with the company, customer service, or the doctor. At this point, we just want the results so that we can try to address them with another doctor. But we have no way of getting in contact with this company.Business response
02/09/2023
This is the response that was just sent to ***** from our VP of Health.
Hi *****!Thank you for your email and I would be happy to help with this!I apologize about our delay in getting back to you! It is certainly not our norm as we are currently transitioning to software that will make each step of the way transparent to you and we hope to be back to normal speedy response times soon!I see that the labs were not registered online prior to sending them in, which causes a delay in being able to get them to you. However, I was able to locate your results! Since they were not registered online I will need you to complete the form please click HERE. (note: the forms work best on a computer and not a mobile device!)
Once the form is filled out and transmitted, you will be able to view your results in the Ayubowan app!
We do promise that upholding high standards of wellness and education and serving our clients is our top priority and we hope you will continue to consider us a partner in your wellness journey.Please let me know if you need further assistance and I will watch for your email!
In Good Health,
*****Customer response
02/10/2023
[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.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The company has responded to my emails and have given my results, as well as scheduled a call with a health professional for follow up.
Regards,
*************************Initial Complaint
12/30/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered their test in good faith and completed it. Ive heard nothing about the results so I searched for a way to talk to them inside the chat. All they did is leave me with a lie that I would be assisted in two minutes that was over 75 minutes ago and I received no assistance. Once they take your money theyre gone. I also do not like being lied to. Lying to the customer and telling them they will be assisted in 2 minutes then leaving them unassisted indefinitely is stress producing and disrespectful. It causes us not to trust the reliability of your test. If you would lie about how long we are left on hold then certainly they will lie about the test results. We come here because we are stressed from medical situations and this company added to the stress and I dont feel like I can trust the outcome of my test. I wish companies were more focused on keeping their word and I wish they would respect to the customers. This company lied and just takes your money. I wrote a review based on my negative experience but this company removed it. They wanna lie to the public about the service that they provide. Altering the review is considered computer fraud and is illegal according to state and federal laws. Stop lying and wait on the customer.Business response
01/02/2023
We have reached out to ***** and we are waiting for an update.
Hello *****!I apologize that you received an automated reply from our chat that did not match up with our currently holiday wait times! These wait times are certainly not our norm and we hope to be back to normal response times soon.Additionally, I do want to make sure you have the information you need regarding your Adrenal Cortisol Test.I see that you registered the test on December 22, 2022. Lab results usually take 3-4 weeks before they are returned to us. Once the lab sends them to us you are automatically notified that your results are in!
I have also contacted the lab and verified that the lab received your sample for processing on December 29th and it is currently in progress.We look forward to getting you your lab results as soon as we have them and making this process as smooth as possible!In the meantime, we have just moved all of our coaching calls and lab results to ******************** new free wellness app, ********* I want to invite you to download the secure Ayubowan App HERE.[will be hyperlinked]What else can I help with? I'll be on the lookout to ensure that I've answered all of your questions and have resolved this for you!Customer response
01/03/2023
]
Better Business Bureau:The business was nice and took ownership. They caused me to feel heard and hopefully we can move forward.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the **************** Detox product on 6-1-22 that came with a money-back guarantee. I tried the product and it -didn't help me at all so I asked for a return authorization. They told me to ship all bottles back to an address and to send them the tracking number, which I did. The tracking number shows that it was received by them on June 28,2022. I emailed them on July 11 to see if it had been processed yet. They sent a response telling me to be patient and they would contact me. I sent another email this morning and received the same response. I replied asking them to honor their policy and did not hear back. I want a refund of $107.67, which is the price I paid, minus the $7.95 shipping.Business response
08/23/2022
A refund was issued for $107.67 to ************************* on July 20th, with a notification sent to ****** that a refund was issued. Please see below.
I am assuming this will close this case satisfactorily. Please advise if you need anything else.
Regards,
****
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