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:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from Health Secret LLC in the amount of $646.20 but never received the item. I've reached out to the company numerous times via email and tried to call but the line is always busy. No one has reached out to me as yet. The item was said to be delivered but I did not receive it.I either want the item or a refund. I paid through ****** and so far $323.10 has been taken from my bank account. ****** paid the full amount to Health Secret LLC. I reached out to ****** to file a claim with their *************** and since have cancelled my bank account and my credit card so no more money can be taken from me.

  Business Response

  Date: 03/26/2025

  Good day, 
  
  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience this may have caused.
  After thoroughly reviewing this case, we found that the customer reached out regarding the status of their order. Unfortunately, due to the high volume of orders for our Red Light Devices, we encountered challenges with our past fulfillment center. To enhance our service and streamline order fulfillment, we are in the process of transitioning to our own warehouse.
  
  We reached out to our fulfillment team to ensure that your order was prioritized.
  
  The package is now in transit for delivery. I have attached the tracking number here:
  *****************************************************************************************
  
  As a token of our sincere apology and appreciation for the customers patience, we will send an extra Red Light Belt as a gift for her. A tracking number will be provided to the customer as soon as it is available.
  
  We deeply value our customers and strive to provide the best experience possible. Once again, we sincerely apologize for the inconvenience and truly appreciate their patience and understanding. Please let us know if there is anything else we can assist with.
  
  Best regards,
  Health Secrets LLC
  

• Initial Complaint

  Date:03/05/2025

  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.

  I placed an order on November 11, 2024, order number ******, in the amount of $76.95. I never received books or DVDs, nor was I satisfied with the online portion. I requested a refund on January 18, 2025. They did provide me with a DHL tracking link on February 12, 2025, but it does not show delivery to my address, just to my city. I responded back on February 12, 2025. that I never received the materials and that the tracking number does NOT show that it was delivered to my house. I responded back on February 21, stating that if I didn't receive a response within the week, I would file a complaint. I have received no response. When I placed the order it stated that there was a satisfaction guarantee, and that if I wasn't satisfied I would receive a full refund.

  Business Response

  Date: 03/06/2025

  Good day,
  
  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience this situation may have caused.
  Upon thoroughly reviewing this case, we confirm that the customer requested a refund for her order. She was in contact with our customer service team and she was awaiting a response regarding the refund process. Unfortunately, due to the high volume of inquiries following our recent successful launches, there was a delay in our response. We deeply regret this and truly appreciate her patience.
  
  Her order included digital access and a portable Red Light Beauty Wand. She expressed concern that she had not received the physical product. However, based on our records, we have verified that the item was successfully processed and shipped to her. I have attached documentation confirming that the product was fulfilled and delivered to the provided shipping address. The tracking details further confirm its successful delivery.
  
  Additionally, as per her request, we have processed the refund and have sent her an email confirmation regarding the transaction.
  We truly value our customers and their experience with us. We sincerely apologize again for the inconvenience and appreciate her patience and understanding. If there is anything further we can assist with, please let us know.
  
  Best regards,
  Health Secrets LLC
  

  Customer Answer

  Date: 03/07/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2024

  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.

  On web site was attempting to place an order for some supplements when an "upsell" was shown. Tried to exit, but upsell was added to order. Tried to stop order, but wasn't able to. This was about 4:15pm on November 1, 2023.At 5:01pm I called their customer service number. It went to voicemail, and I left information about the order and instructed them to cancel the entire order.With my November credit card statement I saw that I had been charged for that order. I once again called their customer service number and said the entire order had been cancelled, I had received no product, and they should reverse the charges immediately.A package arrived in January. Since I had cancelled the order twice, I refused the package. It was returned to the sender. ***** tracking #**** 5091 0511 4586 2544 60).With the charges still on my credit card, and additional fees accruing, I had a friend help me to call Citibank in early February to dispute these charges. At that time Citibank reversed all charges and fees. I was pleased with that decision.Since then, ******** has overturned their chargeback, and reinstituted the charges. I've disputed that, but ******** says they will do nothing more.The reply from Health Secrets to Citibank indicated I also had access to digital product. But they state they will send an email with an access code for that product. I've never received that, and I'm sure their records can show that I've never logged in to their site.In addition to my attempts to cancel the order, 16 CFR 435 states that if the seller cannot deliver the product within 30 days, they must contact the customer and refund the money if the customer does not agree to an extension on the delivery time.My credit limit and credit history have taken a serious hit due to the actions of this company. I want my money refunded, plus all fees that have accrued.

  Business Response

  Date: 06/03/2024

  Hi *********************************

  Our sincerest apologies for all the trouble you've gone through with cancelling your order. We have been trying to get in touch to help you resolve this. Please let me know what the best contact for you is so that we can get the details to process the refund. We would also like to offer you a courtesy product for the trouble you have gone through.
  
  We eagerly await your response so that we can help resolve this.

  Please reach out using my Email : *************************************

  Regards

  **********;

  Operations Manager

• Initial Complaint

  Date:05/12/2024

  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.

  Business repeatedly ignores email correspondence, fails to provide the necessary details and information for its online health series, including but not limited to speaker credentials, and unsubscribes customers from its email lists if they complain about the lack of response.Business has been emailed not only to the staff email address but also to that of *************************, the founder and owner -- to no avail. Perhaps a BBB complaint added to others for the world to read will inspire the business to act in a more professional manner -- and reply to the complaint.

  Business Response

  Date: 05/13/2024

  Our customer services and operations team had numerous requests from the customer, *******, Dr. ********* which were attended to. The unsubscriptions from our lists were at ********************** request (attached screenshots). Over the past year, Dr. ******* had reached out to our team, and subscribed using various email addresses, including but not limited to, ********************************* ****************** ***************** *********************** and others. *or which she continually asked to be unsubscribed and resubscribed. We informed Dr. * to direct her concerns to the relevant departments, but despite our email letting her know ************************* does not regularly check his email and that customer services is the best department to reach out to for responses, she continued directing her responses and queries there. Regardless, these were forwarded to our CS team from who she did receive regular replies. As usual, we will continue responding to ****************** as she shares her concerns. Regarding being categorized under fulfillment issues, there are none, recorded. Orders were either fulfilled or refunded.

   

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21701138
  
  I am rejecting this response because there were no screenshots of emails from this complainant attached because this complaint has not been asking to unsubscribe from all notifications. This is a disingenuous response. I have filed numerous requests, usually both to the ** address and to ***************************** email address requesting documentation of the multiple doctorates that Health Secret leads viewers of its interviews to believe that one of the practitioners allegedly has. I have complained when I was not timely informed of new series. I have subscribed to receive notifications of new series and have been ignored. I subscribed to the Red Light series online but was not sent the notifications for this series which apparently began on May 9, 2024 Attachments of additional emails proving my allegations will be submitted to BBB.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 05/14/2024

  --see attachments--
  

  Please upload the attached files to the complaint Website and ask Health
  Secret to upload the evidence they alleged they were attaching but which
  also did not get posted. I have no record of sending any requests for
  removal from lists of announcements of Health Secret events, Webinars,
  etc. -- I asked only not to receive third party advertisements.

  Business Response

  Date: 05/22/2024

  Dear ***********************************. We do want to extend our sincere apologies if you felt that we were not responsive enough. From our point of view, the back and forth between individuals and concerns became confusing at times with some instructions feeling contradictory. We have attached additional correspondence to highlight this. Despite this back and forth though, we, as a company, still want to honor your wishes. What we suggest is either having a conversation with our customer services team, or clarifying exactly what it is you do want to receive from us in terms of communication. We are always committed to providing exceptional feedback and service. If you have any other suggestions on how you would like us to communicate with you, please do let us know.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21701138
  
  I am rejecting this response because:

  Health Secret was asked before and during this open complaint to ensure that this customer is on the mailing list for announcements of the various program series that are presented. That has still not been done and those emails were unanswered. See attachments. I only asked to not receive third-party ads; I am interested in Health Secret's programs but not in being bombarded by emails from other companies with whom Health Secret appears to be sharing the email list.

  Further, the documentation submitted by Health Secret shows that it took several email exchanges to get a problem addressed: problems with their Website, problems with inconsistent advertising of prices, ignored requests for credentials of speakers in the series, etc. -- issues which are problematic and sometimes appear to involve (hopefully unintentional) "bait and switch." Thus, ironically, their attachments make my argument even stronger.

  Health Secret is telling BBB that they will act professionally going forward and assist, but that does not appear to be the case. My new attachments show that their Website permitted me to register for a series on May 13, 2024, but no links to access the series have been received. It is possible, if not likely, that the series was no longer available but that the IT Team forgot to stop registration from taking place. Instead, the email confirmation is received but then nothing else.

  The resolution requested is simple: reinstate my email address/es to the mailing lists for all Health Secret programs, those produced by ************************* and those produced by *****************. That has not yet happened -- when it does, the BBB complaint case can be closed.

  Sincerely,
  
  *********************************** (PhD)

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21701138
  
  

  From the CONSUMER:

  Sent 5/22/2024 8:31:24 AM

   
  Complaint: 21701138
  
  I am rejecting this response because:

  Health Secret was asked before and during this open complaint to ensure that this customer is on the mailing list for announcements of the various program series that are presented. That has still not been done and those emails were unanswered. See attachments. I only asked to not receive third-party ads; I am interested in Health Secret's programs but not in being bombarded by emails from other companies with whom Health Secret appears to be sharing the email list.

  Further, the documentation submitted by Health Secret shows that it took several email exchanges to get a problem addressed: problems with their Website, problems with inconsistent advertising of prices, ignored requests for credentials of speakers in the series, etc. -- issues which are problematic and sometimes appear to involve (hopefully unintentional) "bait and switch." Thus, ironically, their attachments make my argument even stronger.

  Health Secret is telling BBB that they will act professionally going forward and assist, but that does not appear to be the case. My new attachments show that their Website permitted me to register for a series on May 13, 2024, but no links to access the series have been received. It is possible, if not likely, that the series was no longer available but that the IT Team forgot to stop registration from taking place. Instead, the email confirmation is received but then nothing else.

  The resolution requested is simple: reinstate my email address/es to the mailing lists for all Health Secret programs, those produced by ************************* and those produced by *****************. That has not yet happened -- when it does, the BBB complaint case can be closed.

  Sincerely,
  
  *********************************** (PhD)

  
  
  

  Business Response

  Date: 05/31/2024

  Hi ***********************************,

  Firstly, Id like to clarify that we are not sharing email lists with other partners. We send their docuseries/summits, etc. to our email list to opt-in willingly. We are including an option to unsubscribe from these 3rd party offers. We will never share anyones information with any of our partners against their will and without their permission. The only way this can happen is if you opt-in and choose to share your information.

  I would like to reiterate that your dealings with our team have not been polite, and even your emails to ******** have been accusatory. We are dedicated to providing you with optimal support, but we are not obligated to allow our staff to be spoken to impolitely. It is for this reason that we have not reinstated your access to receive updates about our series, webinars, and other events. 

  We would be happy to do so if you agree to follow the channels put in place for efficient communication and support, which include:

  - Not emailing ******** directly as we have requested before
  - Directing all your queries to customer services
  - Responding to the ********************** team with politeness and respect when you share your queries/concerns

  We look forward to hearing from you and coming to a mutual agreement

  Warm regards,

  The Health Secret Team
  

  
  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21701138
  
  I am rejecting this response because: It engages in defamation of character not supported by the written record.

  Health Secret "conveniently" neglects to mention that I have complained about their failure to respond to correspondence, their deviation from standard business practices ("bait and switch" price advertising, claiming their IT staff has received awards but never telling us which, failing to provide the credentials of some of the alleged healthcare practitioners on their series, etc.) and then accusing the customer of being impolite when they drive you to the point of exasperation through their repeated deviations from normal operations.

  They are fully aware of the fact that I usually email the owner when the matter is serious (possible misrepresentation of credentials by one of their interviewees, for example) and if they were honest about it, they would recognize that ************ himself has admitted that my concerns have been valid but that he wishes my "style" were softer. Unfortunately, it is the frequent deviation from the business norm of his staff that "trains" the customer to become upset at being stonewalled so frequently.

   Further, I am not aware of any written policy of Health Secret that it will deactivate subscriptions if the staff object to your objections to their failing to perform as advertised! That in itself is not a standard business practice: a company needs to announce that as a policy (deactivation conditions) and not selectively apply it by simply shunning the customer rather than emailing them and giving a warning about deactivation. Health Secret takes the approach of ignoring customers regularly and that is a problem.

  Further, it was not evident from the emails received whether or not the email list was being shared with advertisers of other conferences, etc. Again, a statement at their Website and an opt-out from announcements of third-party organization activities (usually presented "as if" they were Health Secret operations which you only discover once you have taken the bait and clicked on a link) would avoid disappointments and misunderstandings. After all, my complaint is not the first received by the BBB.

  So I am rejecting their response in its current form because I believe the appropriate response is a kind of "reset" of relations to ground zero: where both sides agree to forgive and forget the past and move forward. If I can forgive the insanities experienced of "bait and switch" pricing and their continued failure to provide the credentials requested, then they can reset to zero and reinstate the emailing list. As things stand, I now realize the futility of trying to communicate with Health Secret and will approach it with a "caveat emptor" approach, expecting nothing more than viewing the series and recognizing that the company has no interest in providing any more information than "what you see is what you get." Please also realize that the owner himself had approved my account access to a full series set of documentation in exchange for the helpful suggestions I had made (despite my "style") so deactivating the account was also a form of breach of contract.

  Again, the response desired is the reinstatement of my account and access to the emailing list. I will do my very best to accept that Health Secret will likely deviate from normal business practices and simply let it "roll off my back," as the saying goes, without bothering to get into contact. I have no desire to further interact with customer service beyond that unless I absolutely need their assistance (as when the password to my account was not fully activated and needed to be re-set). BTW I suppose that that will be something for Health Secret to remember: when they reactivate the account they will need to provide me with a new access password.

  
  Sincerely,
  
  ***********************************