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:04/22/2025

  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.

  Money order was sent for Order #********** on April 1st, 2025 through the mail.I had not received the order by April 12th and was sent a letter in the mail stating that the package could not be shipped to a PO Box. Fair enough, but I was not told this during the process.I called customer service and they very politely stated that they would ship out the order soon after on the following week on Monday, April 14th.I have still not received my package so I called customer service again on April 18th and although they were polite....they absolutely refused to ellaborate why the package STILL WAS NOT SHIPPED....and just told me if it wasn't here by April the 28th I could pursue further action. That is a whopping 27 days later....It has been 17 days and no real help from customer service.This is not acceptable...I demand a refund of my money and this order to be canceled. **************** does not seem to be willing to help me and is indifferent to the entire ordering process.I want a refund of what the order cost me.

  

  Business Response

  Date: 04/23/2025

  We sincerely apologize for the inconvenience and confusion you experienced regarding your recent order with us.

  After reviewing your order history, we acknowledge that you did provide a valid physical address for shipment, and we regret that you were later informed by mail that the item could not be shipped to a PO Boxdespite a physical address being on file. We also apologize that you were not notified by our representative that the item was, at that time, no longer in stock. This lack of communication is not reflective of the service we strive to provide.

  While our customer service team attempted to assist during your calls, we understand that the information shared was vague and did not offer a clear explanation or timely resolution. We truly regret any frustration this has caused and take your concerns seriously.

  To fully resolve this matter, a refund check in the amount of $136.92 has been issued under check #********. This was processed today, April 23rd, 2025, and should arrive within 710 business days.

  We deeply apologize for the inconvenience and appreciate your patience. Please know that we are actively working to improve our communication and customer support experience to prevent situations like this in the future.

  Sincerely,

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

  Heartland America Customer Experience Specialist

  Customer Answer

  Date: 04/26/2025

   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.

   

  Also thank you very much for the reply, all parties involved. I've been down in ******* on company training and just got back home off of my flight. I did not mean to make you all wait all week for a reply. I was not allowed to have my phone with me during class due to me being under a NDA from the fire alarm company I was getting trained by.

  I hope I was not rude....and I appreciate your work...both Heartland and the BBB.  I realize things happens and people make mistakes, it's not the end of the world.

  Dad is 76 and he's all I have left so hopefully my frustration was understood. I will tell him to be looking for the refund in the mail.

  --Go With Honor

• Initial Complaint

  Date:02/04/2025

  Type:Product 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.

  Placed order 11/25/2024 for two catalogue mail order items (# ********************** total charge with S&H $94.25). Called Heartland America **************** 12/13/2024 and was told items no longer in stock. Was told by Heartland **** that I would be sent a refund. My payment check was cashed/cleared my bank 12/2/2024 by Heartland. Called & e-mailed Heartland numerous times; most recent 1/28/2025. Told refund check sent to me 1/15/******* of 2/3/20235, STILL have not received a refund of my $94.25 payment. !

  

  Business Response

  Date: 02/04/2025

  Dear ******,
  
  Thank you for your patience and for bringing these concerns to our attention. I sincerely apologize for the frustration and inconvenience this situation has caused.
  
  A new refund check in the amount of $94.25 will be issued and mailed to the address you provided:
  
  *****************************************
  
  This check will be included in our next batch of checks scheduled for release on 2/12/2025. As a general policy, refund checks are typically sent to the address associated with the original payment method. However, I acknowledge and understand the details youve provided regarding your original order form and previous correspondence clearly indicating your Florida address. I regret any oversight on our part in this process.
  
  Once the new check is issued,I will promptly provide you with the check number for tracking purposes.
  
  I appreciate your continued patience and assure you that we are taking this matter seriously to ensure a resolution. Should you have any additional questions or concerns, please feel free to reach out.

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

  Heartland America Customer Experience Specialist

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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.

  Heartland America Heartland America *********************************************************************** Your Order Has Been Received. Your Order # ******** Order Date: 11/16/2024 03:46:28 CST Hello Customer, Thank you for your order! Below is a summary for your records. You will be notified once your order ships. Order Details Ship To ******* ****** ************************************************************************************ Payment ************ ($207.52)Bill To ******* ****** ***************************************************************************** Shipping Method Shipping: Regular Item Qty Price Total Vivitar Alkaline AA Batteries - 100 Pack ***** 1 $27.99 $27.99 Leather Waist Pack - 2 Pack Brown/Black ***** 1 $15.99 $15.99 Assorted 8oz Caramel Box Set - 3 Pack | Traditional, Salted, Pecan Flavors ***** 1 $23.99 $23.99 Assorted Candy Fruit Slices - 5lbs ***** 1 $15.99 $15.99 Maxx Blast Headlamp - 2 Pack ***** 2 $15.99 $31.98 Ruby ********** Cordless Scrubber ***** 1 $31.99 $31.99 12-**************** Membership with FREE* $10 Heartland Rewards 1615 1 $19.99 $19.99 360-Degree Lightbulb Security Camera | Full HD 1080P Resolution with Night Vision ***** 1 $23.99 $23.99 Shipping: Regular: $0.00 Sales Tax: $15.61 Processing Fee: $0.00 Total: $207.52 Payment: ***** ($207.52) Check Order Status We hope to see you again soon. Heartland America Do you have questions? Email Us Call ************** NB: I received their package on 11/21, but 2 of the items (worth $44) were missing - I immediately sent them a letter, but got no answer so far - It looks like their employee went out of control - printed on the invoice "inspect the package carefully" - the missing items are quite conspicuous, and the package is not huge by any means

  

  Business Response

  Date: 11/30/2024

  Dear *******,
  
  Thank you for reaching out regarding your recent experience. We understand your concerns and sincerely apologize for any inconvenience caused.

  However, we have not been provided with the specific details about which two items were missing from your package. Additionally, we have not yet received the letter you mentioned regarding the missing items.

  To resolve this matter promptly, we kindly ask that you provide the details of the missing items so we can take appropriate action. Once we have this information, we will be happy to either send out the missing items or issue a refund, depending on your preference.

  In the meantime, I have sent a separate email to the address we have on file, requesting a more detailed description of the missing items so that we can address your concerns and ship them out as soon as possible.

  We value your satisfaction and are eager to resolve this issue as quickly as possible.

  Thank you for your understanding, and we look forward to assisting you further.

  Best Regards,

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

  Heartland America Marketplace and Customer Experience Specialist

  
  

• Initial Complaint

  Date:10/01/2024

  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.

  ordered august ******* two items ,received part of order,called 6 times to either get rest of order or refund .customer service did not return call as promised. put me on hold 25 to 30 minutes, and hung up on me. I was never rude and have 4 people here at home to prove. they just keep hanging up and refuse to return my money.

  

  Business Response

  Date: 10/07/2024

  Dear Diana,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced with your recent order.
  Upon reviewing your order placed on August 20, 2024, we confirmed that we do not carry the requested tarp size of 30x40, which is why we were unable to fulfill this part of your order. As a result, a refund in the amount of $42.39 was issued via check (#12431949) on September 25, 2024. You should receive the check in approximately two weeks.
  We regret to hear about the negative experiences you had while trying to resolve this matter, including the unreturned calls, extended hold times, and call disconnections. We understand how this would be frustrating, and we assure you that this is not the level of service we strive to provide. We are committed to improving our communication and customer service processes to prevent this from happening in the future.
  If you have not received your refund within the stated timeframe, or if you have any further questions or concerns, please don't hesitate to reach out. We truly value your business and hope to have the opportunity to serve you better in the future.

  
  Sincerely,

  Holly Vonberge

  Heartland America Marketplace & Customer Experience Specialist

• Initial Complaint

  Date:09/18/2024

  Type:Billing 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.

  On 25 July 2024 heartland america charged my CITI card twice for $48.58, totaling $97.16. I don't use this card and and on 15 sept I received notice that my payment was late to **** on a charge I didn't know I had. **** also charges a late fee of *****. I contacted heartland america on 16 Sept and after being on hold for 50 minutes was told I'd signed up for TWO memberships, and they had automatically renewed. I talked with two representatives, and was told they had emailed me about renewal, which I feel is not a sufficient way to inform anyone about any pending charges. This is a scam, and I was told by both **** that nothing could be done. This may affect my credit, and I've had to cancel the affected card due to fraud. I've canceled my Heartland America customer account, and told.them I'd be contacting the BBB. Their address is **********************************.

  

  Business Response

  Date: 09/25/2024

  Dear ****,
  
  Thank you for reaching out to us, and we sincerely apologize for any inconvenience youve experienced.
  
  After reviewing your account, we can confirm that a refund of $97.16 was issued to the card on file, covering the charges related to your two memberships. Additionally, we have canceled both memberships to ensure no further charges will occur.
  
  However, regarding the $30 late fee charged by your credit card company, we regret that we are unable to issue a refund for this amount.Since we are not responsible for how credit card payments are managed, any fees related to late payments fall under the responsibility of the cardholder and the credit card issuer.
  
  We understand that you may have missed the email notifications about your membership renewals, but please note that by signing up for the memberships, you authorized these automatic renewals. We sent you email reminders prior to the charges in accordance with our standard practices.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We value your business and sincerely apologize for any confusion this situation may have caused.
  
  Thank you for your understanding.

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

  Heartland America Marketplace & Customer Experience Specialist

  Customer Answer

  Date: 09/25/2024

   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.

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 placed an order with Heartland America for multiple items. Upon receipt, on of the bicycles had a broken component (the bell). We reached out to customer support and they assured us they would send a replacement part. After several weeks, we called back and they informed us they were still working on the replacement. This repeated a few times. Finally, when the return period was almost up, they told us they would be unable to replace the component. They informed us we'd have to return the product. However, being an oversized item, the return shipping is over 100 dollars. We requested them to pay for return shipping and they refused. We feel they should pay for the return shipping because the product was damaged before shipping, not during shipping. This is evidenced because the broken off part was not even in the box and there were no holes in either of the two shipping boxes. It was broken at the manufacturer or, more likely, a previous return that was defective and shipped to us. We tried multiple contacts and no response. When filing a credit card dispute, they point to their return policy, accused us of trying to steal the product, and said we never tried to contact them. I would like for them to provide a replacement product, including return shipping, replace the broken bell, or provide adequate compensation for a sub standard product. Every business has a duty to provide the products they are selling in proper condition. The bike is advertised as new and should not arrive broken.

  

  Business Response

  Date: 09/05/2024

  Dear **,
  I hope youre doing well. I wanted to follow up on our recent conversation and confirm that weve put everything in motion to resolve your concern with the red bike. As agreed, weve arranged for a free return label, which has been sent to you. Once the red bike is returned, well process the exchange for the blue bike as requested.
  Im glad to hear that youre satisfied with this solution, and I will personally handle your order from here to ensure everything goes smoothly.
  If you have any further questions or need assistance at any point, please feel free to reach out to me directly.
  Thank you for your patience, and we look forward to completing the exchange for you.

  
  Best regards,

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

  Heartland America Marketplace & Customer Experience Specialist

  Customer Answer

  Date: 09/06/2024

   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.  I appreciate the attention the company gave to this matter.  They both made the situation right as well as ensure that their support staff is trained for handling such cases in the future.  This is an example of how a business should be and I would definitely say this is a good company with which to do business.

• Initial Complaint

  Date:06/12/2024

  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.

  I have not ordered from this co. In over 2 years and had this charge for a membership fee. I don't keep $ in this act. Which caused an overdraft.

  

  Business Response

  Date: 06/13/2024

  Dear ******,
  Thank you for reaching out regarding the recent charge on your account.
  I wanted to inform you that a refund of $48.72 was processed on June 12, 2024. Please allow 5-7 business days for the refund to reflect in your account, depending on your bank's processing time.
  I apologize for any inconvenience this charge may have caused, especially given that you have not ordered from us in over two years. I understand that this unexpected charge resulted in an overdraft on your account, and I regret any frustration this may have caused.
  If you have any further questions or need additional assistance, please feel free to contact us.
  Thank you for your understanding.
  

  Best regards,

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

  Heartland America Marketplace and Customer Experience Specialist

  Customer Answer

  Date: 06/13/2024

   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.

• Initial Complaint

  Date:03/14/2024

  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.

  I received a charge for $73.26. They said that a salesman contacted me and I agreed to this charge. I have no idea what this Heartland Premium dues is. Thats how its listed on my bank account. I called and spoke to a representative and was told the charge would be put back into my account by the 10th of March 2024. I check each day and I have not received the $73.26 back as of today.

  

  Business Response

  Date: 03/18/2024

  Dear ****** ,
  We sincerely apologize for any inconvenience you've experienced regarding the charge listed as "Heartland Premium dues" on your bank statement. However, after thorough investigation, we couldn't locate any account associated with your information in our records. Our representative attempted to contact you on March 14th, 2024, at the number listed on the complaint, but unfortunately, we didn't receive a response.
  To resolve this matter promptly, we kindly ask you to contact our customer service team at your earliest convenience. Our dedicated representatives will assist you further in investigating this issue and ensuring that any erroneous charges are addressed accordingly. We understand your concerns and appreciate your cooperation in resolving this matter.
  Thank you for bringing this to our attention, and we look forward to assisting you in resolving this issue promptly.
  Best regards,

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

  Heartland America Marketplace & Customer Experience Specialist

• Initial Complaint

  Date:03/11/2024

  Type:Product 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.

  Company charged me for a membership program I did not sign up for. I uncovered this by accident while looking for confirmation of a charge amount. I called and they said they would refund the membership charge on 3/4/24 (awaiting refund to post), they would not refund the 3/6/23 renewal charge and told me to call the **** I am looking for all membership charges to be refunded, $89.97 for 2023 and 2024.They did send one renewal email prior to the charge, however the amount of solicitation emails sent buried the one renewal email. They send at least one email a day, some days there are as many as four in a day. There are no options to cancel within any of the emails the renewal or solicitations, there is no option to cancel on website, the customer service rep informed they only take orders after 5pm and cant cancel membership have to call between 9am and 5pm to cancel and none of the other emails mentioned the upcoming renewal.

  

  Business Response

  Date: 03/11/2024

  Dear *****,

  Thank you for bringing this matter to our attention, and please accept our sincerest apologies for any inconvenience caused by the charges related to your membership. Your feedback is invaluable to us, and we deeply regret any frustration this situation may have caused.
  I'm pleased to inform you that we've processed refunds for the membership charges pertaining to 2023, as well as those for 2024. You can expect to see these refunds reflected in your account shortly, though the exact timing may vary depending on your financial institution's processing times.
  Regarding your concerns about the renewal charge from 3/6/23, I assure you that we take such matters seriously.  While we strive to provide clear communication regarding renewals and membership terms, it's evident from your experience that we fell short of our standards in this instance.
  We acknowledge your feedback regarding the frequency of our email communications and the lack of clarity regarding cancellation options. Your insights are crucial for us to improve our services, and we will be reviewing our communication practices to ensure they are more transparent and user-friendly moving forward.
  In the meantime, please feel free to reach out to me directly if there are any further concerns or if you require assistance with anything else. Your satisfaction is our top priority, and we are committed to resolving this matter to your full satisfaction.
  Once again, I apologize for any inconvenience this situation has caused. We truly appreciate your patience and understanding as we work to rectify this issue.
  

  Best regards,

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

  Heartland America Marketplace and Customer Experience Specialist

   

  Customer Answer

  Date: 03/12/2024

   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. 

  The company read and addressed my complaint promptly.

• Initial Complaint

  Date:02/16/2024

  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.

  On Feb 6 my credit card was charged for a "membership renewal" even though I had emailed in January and told them that I wanted to cancel all memberships. They told me when I called on the 7th that they did not take cancelations via email, only phone call and they would refund a partial amount. I told them no, they would refund the whole thing. Finally they did agree and did run the full refund on Feb 7. Today it is Feb 16 and they have charged my credit card again today for $44.98. This is wrong. I am 83 years old. I think they are taking advantage of an elderly population and this needs to stop. I called today to get a refund and they weren't taking calls 'but I could EMAIL!!!! or they would call me back'. WHAT??? email would work? This company is shady and taking advantage. Any help would be appreciated.

  

  Business Response

  Date: 02/19/2024

  Dear ****,
  We sincerely apologize for the inconvenience caused by the recent billing issue with your membership renewal. It's truly regrettable that you had to go through such an experience, especially considering your clear request for cancellation.
  Please rest assured that we have promptly processed a full refund for the erroneous charge made on Feb 16. You should see the amount credited back to your credit card shortly.
  We deeply regret any distress or inconvenience this *** have caused, and we want to assure you that this is not reflective of the standard of service we aim to provide. Your concerns regarding the billing process have been duly noted, and we are taking steps to ensure such mistakes do not occur in the future. We understand that regaining your trust *** take time, but we genuinely hope you'll consider giving us another chance in the future. Your satisfaction is of utmost importance to us.

  Once again, we apologize for the inconvenience caused and thank you for bringing this matter to our attention. Should you have any further questions or concerns, please do not hesitate to reach out to us.

  
  Sincerely,

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

  Heartland America Marketplace & Customer Experience Specialist

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because: Here is the email response I got from them...they are saying they will not refund but will cancel. I am done with these people. They are taking advantage of the elderly...I 100% told them to cancel ALL memberships.

  Dear *********************,
  
  Thank you for contacting Heartland America. My name is ******* and I'll be glad to assist you today.  
  
  We show you cancelled your Elite Membership previously. The recent membership is for the Priority Plus Membership. 
  
  We have cancelled the PRIORITY PLUS renewal per your request. This membership will not be ************ can enjoy the membership discounts until your membership expires. 
  
  For future reference dues, once paid, are not refundable during a membership year, as they are allocated to the various costs of providing our services and benefits. If the dues include an enrollment fee, the enrollment fee is also not refundable. By renewing your Heartland America membership, you agree to the terms and conditions. All memberships include the Automatic Renewal feature. You must notify us if you'd like to cancel your Membership by emailing Heartland America at ******************************* or calling ************** before the renewal takes place. ?
  
  If you have any other questions or concerns, please do not hesitate to reply to this email and we'll be happy to assist you.
  
  For easy reference and to avoid delay in handling your inquiry, please include the contents of all relevant emails when you send us further email on the same issue.
  
  Customer Number: *******
  
  We appreciate your business and value you as a Heartland America Customer. Please visit us again at ******************************.
  
  We hope you have a wonderful day!
  
  Best Regards,
  *************************************