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Business Profile

Vitamins and Supplements

EquiLife

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vitamins and Supplements.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/31/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Twice I was charged $17.95 for an item advertised as free and the minute you click on the product you are charged $17.95 This first charge was 3/23/25 and when I found out about the charge and left them a message they said to leave informtion at the website and the minute I looked at the product without putting anything in a cart I received an additional charge and a receipt for me ordering the product which I tried to cancel within three minutes of receiving notice that I ordered the same item again. They said it was already in transit in only 3 minutes of me supposedly making the purchase. Please help me to get my money back and stop them from hurting any one else.

    Business Response

    Date: 04/01/2025

    We understand your frustration and appreciate you bringing your concerns to our attention. When you initially reached out to cancel your order, it had already been processed and was in transit, which is why we were unable to stop the shipment. However, we did offer return instructions for a full refund.

    After reviewing your account, we do not see a $35 chargeonly a single payment of $17.95 under the email address ****************************. If you have a record of the additional charge, please contact our ************* team at ************************** with a screenshot, and we would be happy to investigate further.

    As a one-time courtesy, we have issued a refund for the $17.95 charge. Additionally, we have deactivated the associated lab code to ensure it is no longer available for use.

    We sincerely apologize for any confusion or inconvenience and appreciate your time in addressing this matter.

    Please let us know if you have any further questions at **************************.

    Thank you 

  • Initial Complaint

    Date:03/21/2025

    Type:Delivery Issues
    Status:
    Answered
    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 ordered the minerals and metals test kit where they test your hair samples to see what toxins you have in your body the kit was supposed to be free but it was 1795 for shipping of course I've tried to register with the company multiple times and it says the website is not working I see other complaints with similar issues I think they're just grabbing money and not doing anything for what they sell

    Business Response

    Date: 03/24/2025

    Thank you for reaching out and for your patience as we work through this issue. I sincerely apologize for the frustration youve experienced while trying to register your labespecially given the importance of these results to your health journey.

    Our Lab Registration website was down this past Friday and most of the day Saturday (March 21 -22nd). If you'd like to try registration again, we can give you a phone call and walk you through it. If you do not wish to proceed, we will refund the $17.95 shipping cost immediately.

    Please let me know what you prefer, and we can move forward.

    Our support email address is **************************.

    Thank you n






  • Initial Complaint

    Date:03/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ordered 8-18, delivered to my home 8-30. Ordered the omega 3 test for $99.99. The minerals test was $17.95 as promised and the candidae, vitamins and metabolic test was $179. I was promised a free consultation after test results came in. I had a confirmation email for my appt I was supposed to have on 11/3 at 3pm. When I logged on to find the video call link as instructed there was no link there was no appt on there anymore. There is a window in the appts tab to allow me to make an appt for my tests but if I click on them and click schedule appts it just goes to a blank page. I have had 2 miscarriages and getting no answers from the traditional doctor and was hoping these tests would give me some answers, either I was deficient and needed supplements or I was fine and need to find other solutions but at this point I am still getting "health care" run around treatment as I would from the hospitals that make money from people remaining sick. I emailed the company and told them all of this and they emailed me back with this in the email: Upon notification that your results are available, visit ************************** , our EquiLife Health Portal, for you to retrieve your results, schedule your coaching call and then meet with your coach. I did all of that. And told them it didn't work and they just sent me this: Thank you for contacting us regarding scheduling your coaching call.Because of the number of rapid updates happening to our new lab viewing platform you will need to regularly log out and log back in to your account. If you still experience issues, you may need to clear your browser cache as well. (If you're not sure how to do this, a quick search on the internet should give you concise instructions on your browser of choice)You can self schedule your appointment by visiting ************************** and going to the Appointment section on the left navigation. I followed those instructions and got the same results as before, the run around and no answers

    Customer Answer

    Date: 03/07/2025

    The complaint is against equilife and Dr. ****** ****** who do not follow through with their promises of goods and service. I paid for a lab test and was never given my test results. Even after communicating with them the solution they give to schedule a consultation to receive your test results does not work and you end up just going in circles with them.

    Business Response

    Date: 03/12/2025

    Dear Tawny,

    Thank you for reaching out and for your patience as we work through this issue. I sincerely apologize for the frustration youve experienced while trying to schedule your consultationespecially given the importance of these results to your health journey.

    After reviewing your case, I wanted to clarify a few things and provide a solution:

    1. Appointment Scheduling: Two of your labs are fully registered and ready for scheduling. One is still in the process of registration. In order to receive results and to schedule your call, please log in to complete your registration.

    2.Previous Technical Issues: It looks like you may have been logging in through the incorrect portal link, which may have contributed to the scheduling issue. Additionally, we did experience system-wide scheduling difficulties around the time of your original appointment, and I completely understand how frustrating that must have been and sincerely apologize. The issue has been rectified and you should encounter no more issues.

    ****** Steps: To resolve this, we can help coordinate a time for you with one of our health coaches at your earliest convenience and ensure that you receive all of the information you need regarding your lab tests.

    I truly appreciate your patience, and I want to make sure you get the answers and support you need. Please let me know if youd like a member of our team to give you a call directly to finalize your appointment.

    Please do not hesitate to reach out with any questions or concerns
    or visit our website at ******************

  • Initial Complaint

    Date:01/13/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    On October 26th, 2024 I ordered a "free" kit to test for heavy metals, etc.Ofcourse, the fine print is you pay $17.95 for shipping, which I did.i received the kit and sent in the sample following all directions to a tee.2 months later, hadn't received any results or communique from this company.Sent in an email on Jan 6th, 2025, inquiring about my test. After a couple of "um.." "ah...." responses, This is what I get:"Hi auwr1208735,We have been notified by our labs that the samples from your Minerals and Metals Test, were not received.We're happy to send you a free replacement and invoice you for shipping only.Please let us know how you wish to proceed.We look forward to hearing from you soon!In Good Health,Tierra ********* ************* So, I'm supposed to send more money now...? That's a hefty pricetag for a 3 ounce package to NOT be delivered. I (unfortunately too late) checked in with the BBB website and found many, MANY similar complaints. What a ********* and learn, I guess.....

    Business Response

    Date: 01/14/2025

    Dear ****,

    Thank you for reaching out and sharing your experience with us. First and foremost, we sincerely apologize for the inconvenience and frustration caused by the issues surrounding your Minerals and Metals Test. This is certainly not the level of service we strive to provide, and we deeply regret that we did not meet your expectations. To resolve this matter promptly, we will issue a full refund.


    We recognize that your trust has been shaken by this experience, and for that, we are truly sorry. Your feedback is invaluable, and we are actively reviewing our processes to ensure that delays and communication gaps like this do not occur in the future.
    If theres anything further we can do to address your concerns or restore your confidence in our services, please dont hesitate to reach out.

    Thank you for bringing this to our attention and for giving us the opportunity to make things right

  • Initial Complaint

    Date:12/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ********* sends a hair sample kit and will send you results for metal and minerals in your body. They have not sent results and avoid the problem when asked.

    Business Response

    Date: 12/16/2024

    Dear *****,
    Thank you for bringing your concerns to our attention. We genuinely value your feedback and would like to clarify the situation to ensure we can resolve this matter promptly and to your satisfaction.

    On December 1, 2024, we received your initial inquiry regarding the results you were expecting. Our team promptly responded on the same day, providing detailed instructions for completing the required registration. As outlined in our communication, this registration step is essential to comply with privacy safeguards and laboratory regulations. It ensures your information is properly processed for results delivery.

    Unfortunately, the registration was not completed and we were contacted by you again December 21, 2024 requesting your results. Since the registration was still incomplete at that time, we were unable to process your request. Our team is always ready and willing to help should you need it, but we did not receive any request for assistance.

    We understand how frustrating this situation must be, and we are committed to making things right. If you are encountering any difficulty with the registration process, we are more than happy to assist you directly to ensure completion. Alternatively, if you prefer, we are also happy to offer a full refund.

    Please let us know how you would like to proceed. Your satisfaction is our priority, and we look forward to resolving this matter for you.

    Warm regards,
    EquiLife

  • Initial Complaint

    Date:10/06/2024

    Type:Delivery Issues
    Status:
    Answered
    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 paid for the Metal test, they sent me the box for the hair sample to be shipped to them in. Followed all instructions, mailed it in and and the wait time for results was 2-3 weeks as explained. I have never heard anything reference results and when try to get results though there website, I can't get anywhere with the account, order & tracking number. It's like- fill everything out, but it won't let you in to anything for your information.

    Business Response

    Date: 10/07/2024

    Dear *****,
    I wanted to follow up in response to your communication with the BBB. We understand how important it is to receive timely results, and we apologize for any frustration you've experienced.
    After reviewing our records, we noticed that we do not have any registrations under your name for a Minerals and Metals test. Additionally, we have not received any prior communication from you through our support team regarding this issue. As per our policy, labs must be registered to process samples, and we would be more than happy to assist you with that registration if you still wish to proceed.
    In the meantime, we can also issue you a refund as you requested. Please let us know how you would like to proceed, and well make sure to resolve this for you as quickly as possible.
    Thank you for your understanding, and we look forward to hearing from you soon!
    Please contact us at ************************** on how you would like to proceed.
    Best regards,
    *****

  • Initial Complaint

    Date:06/08/2024

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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

    Date:06/28/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 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

    Date: 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 Answer

    Date: 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

    Date:02/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 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

    Date: 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 Answer

    Date: 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

    Date:12/30/2022

    Type:Product Issues
    Status:
    Resolved
    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 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

    Date: 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 Answer

    Date: 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,

    *******************

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