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:09/10/2024

  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 purchased 5 Keto Gummies in March and did not realize that it was setup as a subscription. I received the next order around April 19 and was charged $198.78. I emailed the company on April 29 to find out how to return the items for a refund. They gave me the information and on 5/16 I sent the items back according to their instructions. They received the package on 5/18 per my tracking slip. I was told the refund would be issued within 7-10 days. I did not receive the refund. I called and they told me that it is with the billing department and will be issued. Since then I have been emailing and calling June, July, August and September to check on the status and continually get told the same thing. I just keep getting the same email stating it is being worked on by the billing department and will be 7-10 days. it is for the amount of $148.78 as there was a $50 restocking fee. I would just like to get the refund and there is never anyone to talk to other than the tele-support people and they can't do anything more. In the box below is the refund reference number they gave me.

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising 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.

  On 02/20/24 my wife placed an order with Ketogenisis and payed with our credit card which is through **************. We found out this was a scam company and tried to cancel the order.They refused to cancel the order, We also called to place a stop payment on our credit card. ************** gave us a hard time about canceling the credit card. We returned the product as soon as we received it. The shipping label provided by Ketogenisis was for the **** and we were told to ship it from *** which made a convoluted trail to follow Synchrony gave the scam company our new credit card information and stated they could not do returns because we had cancelled our card. Synchrony had been in touch with the Ketogenisis who sent a letter that said we never returned the product. I called ketogenisis and spoke with their customer service who told me I canceled my order and returned their product so i was no longer a customer and they would not talk to me and hung up. . They will not return calls and hang up when I call. Everything I have found on this company indicates they use shady business practices and fleece people out of there money. I do have a tracking number that is enclosed in the uploads. We did return the product as soon as we received it and we never even opened it. I feel they are responsible for the bill and should pay Synchrony and not us.

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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.

  On April 3, 2024, I purchased a bottle of Keto gummies from Ketogenesis Keto in the amount of *****. When I received the confirmation, there were 2 charges, 1 for ***** and 1 for ******. I contacted the company via email and told them to cancel the order - I had used an expired credit card. (I had the credit card company cancel my card and issue me a new card - their advice when I told them what happened and also telling me that those charges would not be put to the new credit card.) *********** sent the product and my new credit card was charged. I called the credit card company and informed them that I returned the product on 4.10.2024 after I received it and that I did not owe the money. I spoke to a customer service *** 2 different times and they have informed me they received the product back on 6.21.2024 but the dispute time had passed - they refuse to refund my money and they have the product. The credit card company has accepted the answer from the company that it was a valid sale and received by me. I am asking the BBB to try and obtain my refund since calls to the company and to my credit card company are not getting me a resolution the company states they received the product back but refuse to refund me since their policy does not allow it and the credit card company is telling me it is a valid sale even after I have explained to them that the company has the product in their warehouse. You will notice my first name is spelled wrong - ****** vs ****** (my name).I have attached the following information in a pdf emails showing the confirmation, the order has shipped, the email to tell me how to return the product and 2 letters from the credit card statement telling me that the information they have does not support my claim to resolve the issue. Additionally, pictures of the package received with the information written on it to return the product with the information the company gave me to return it.

• Initial Complaint

  Date:08/28/2024

  Type:Billing 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 only ordered 1 jar to try out. I was sent 6 jars. 3 months later I was sent 6 more jars. I never signed up for automatic deliveries!! I would like full refund and would be willing to send jars back if refunded for the 11 jars that I never ordered. Also money needs to be sent in check to my address and not credited to credit card.

• Initial Complaint

  Date:08/23/2024

  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.

  On 5/6/24 Ketogenesis KETO+ACV took $198.78 out of my bank account for ******* I did not order. I returned the product as instructed by the company (RMA #C9740DA5FEB9). The company received their product back but did not process my refund. 8/3/24, I called them to inquire about my refund. They admitted that it was not processed. The *** on the phone stated the could not submit the refund on the card I paid with so they will issue a refund via an e-check in 7-10 business days. I called on the 8th business day because I still had not received the e-check. I called again on 8/23/24, 15 business days after my initial call and the e-check still has not been processed. I can't speak with billing directly and they told me to call again in 7-10 business days. I pushed back and they said to call back in 24 hours. After more pushback I was finally able to speak with a supervisor who could not offer immediate return either. I need my refund.

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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 signed up for a Buy One Get One offer of KetoGenesis ACV gummies. I was charged what seems like full price. At that point I just let it go, then the next month I was charged again but the charge showed up under a different name than the original charge. I sent an email to the company, never received a reply. The next month was the same, another charge under a completely different name. Tried to reach out again by email, this time the email bounced back saying that the email address did not exist. Tried calling customer service, was just left waiting for someone to answer. At this point I'm not sure how else to contact the company to be removed from their Auto Ship. That's all I want is to no longer pay & receive their product.

• Initial Complaint

  Date:08/20/2024

  Type:Billing 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.

  Back in February I ordered a package of gummies that were supposed to help with my Keto lifestyle from a company named KetoGenesis Keto+ACV. I did NOT request a subscription of any kind. It was a one-time thing. Two months later I find that not only did the company collect my original payment, but they started charging me the $198 on a monthly basis. I then discovered that I was being charged by a company called XO-Glow. It was the same company with a different name and address. A check of that address indicated that it was a fabricated location. In the meantime Im being charged $400 per month, all because I ordered one pack of gummies (which didnt work)! I finally was able to contact them and speak to someone (who had a very heavy accent). He told me that there would be no more charges, but that he could only refund $100 via an electronic check, which I will most likely never see!

• Initial Complaint

  Date:08/15/2024

  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 return the product on ***** 2024. After waiting a month for my refund, it never happened. I have made several attempts to the number on file: *************. I have called them at least seven times about my refund and I kept getting the same response: WE ARE SORRY FOR YOUR INCONVENIENCE. WE WILL GET WITH OUR BILLING DEPARTMENT AND ISSUE YOU AN ELECTRONIC CHECK THRU YOUR EMAIL. This never happened. I have documented most of my calls and the names of the people I have talked to. I even talked to the manger name *********, but it has not been resolved. I made my last call today and spoke with someone named ****** and she would not let me talk to the manger or connect me to the billing ****** 8/15/2024

  Customer Answer

  Date: 08/26/2024

  I called again after filing complaint. Talked to someone names ****** at keto, she would not let me talk to a manager. She lied and said that she would get back with me in two days. It has been 9 days.

  Customer Answer

  Date: 09/09/2024

  I continue calling Keto once a week. ***************)Last call made 09--924. Continue getting the same response from operators with broken English. I have been told to keep checking my email & spam which I do every day. The give me a a different reference number each time I call. The claim they can't put it back on my credit card and do the electronic check crab which does not happen.  My card charged it to B3Boost*BN14 BRAINBOOSPLUWY for the Keto. Can't find that on the web.  

   

  Thanks,

  *****

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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 ordered KETO + ACV gummies from a social ad (the company name is Ketogenesis - or at least that's what I've been told). The first bill was for $198.78 (definitely NOT what I agreed to pay for this product when I placed my order). When I got the bill, I called the number on the bill ************ (NOTE: I never received a receipt or any info from the company after my online purchase). They told me I enrolled in autopay and agreed to the terms and conditions (I DID NOT). I told them to cancel my order. A month later I was billed again and received another shipment. I refuted it with my bank and they refunded the money. 2 weeks later, I was billed the same amount again. I called 4 times over the past few months to cancel and was told it was canceled (never received a cancellation email). When I told customer service I was not hanging up the call until the cancellation confirmation came through my email, they hung up on me. The name of the product on my bill is not anything related to what I ordered (it states PRESSURE BLOOD X). TOTAL SCAM. Here's the ad: ****************************************************************************************************

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  On 3/12/24 i ordered weight loss gummies from Keto ******** the cost was only to be $30. I was charged $198.78. I received the product which was buy one get one free and I didn't get that. After using the first of 5 containers and found they didn't work, I called and they said i could return the product for a full refund. i sent back. they said they didn't receive it but I had a receipt from the post office. then they said they did receive and I would be getting a refund. I have been trying to get my refund since April. This is a scam and they need to stop false advertising, not refunding, taking more money than they say the product is.