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:02/19/2025

  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.

  On December 27, 2024 I placed an order for two infrared devices (Redlight Bundle). At no time in their marketing campaign was there any mention of long delays in getting their products.On January 27, 2025 I sent an email asking for an update of the status of my order. No reply ever sent.On February 10, 2025 I called the support number ************ and asked to check on the status of the order. I was told they had no information on the status and someone would get back with me within a few days.On February 13, 2025 I got an email from ****** at their support email address basically apologizing and stating no idea on the status of my order. So basically no idea if or when I will get my product and no offer of a refund.

  Business Response

  Date: 02/28/2025

  Hi **** ******,

  We're sorry for the delay with sending your order. Our website states that it could take up to 8 weeks to ship because our devices are customized, using technology we designed to out-perform any other devices on the market. 

  We would like to offer you the chance to upgrade to our Pro300 device, that gives you both 9 wavelengths and dual-chip, which means it delivers double the power. 

  If you go with this option, you'll receive your device in the next 2 weeks at the most.

  If you choose to proceed with a refund instead, we'd be happy to honor that.

  Please let us know your preferred option.

  Again, we're sorry for the frutration and want you to know we truly value you, and you are a priority!

   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22960433
  
  I am rejecting this response because:

  Since filing the complaint the company did get in touch with me and actually offered different upgrades all of which I declined. At no time in our talks did they ever advise when the origanl product would ship and I asked them but never got an answer. The only mention of potential shipping of their new offer was in their communication through your organization. They never shared that with me even though I asked every time we communicated. Each time we communicated they said they would cancel but changed the procedure. First they said the order would have to be placed on hold then moved to canceling. After they told me this I waited a few days and checked order status. It still showed processing same a when the order was placed December 27, 2024. I called and spoke with another *** from the company. I was then told it was not on hold and that before it could canceled I needed to speak with their refund department and tha the refund department weould contact me. They never made any attempt to contact me. I exchanged email with another *** where they made the offer which is posted as their response with no mention of potentional ship date. I emailed him back telling him I wanted to cancel the order. No response to my email. I called them earlier today and spoke with another *** telling them that was order status was still showing processing the same as on the original order. So their *** telling me it was on hold was basically a lie. Since I was told I needed to speak with their refund department I asked to be transferred to that department. I was then told that they system was set up so that they could not transfer me to anyone in the company. Apparently they cannot adjust the online listed order ****** either based on no changes occurring irregardless of what they told me.

  To me they lack transparency and seemed to alway move the bar as to requirements before they can act. Based on this upfront experience I would think returns and warranty would be an utter nightmare. I told them I would never buy a product from them nor recommend them. They fif ask me if I would take my complaint with the *** down and told them I would update it if I could figure how to do so but it would reflect their lack of transparency in dealing with their customers and the constant changing what needed to be done to actually issue a refund. So as of this wring nothing is different except for a lot of promises with no follow through. Not a company I wish to deal with.

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

• Initial Complaint

  Date:01/09/2025

  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.

  I ordered products on October *******. I was told I could return for a full refund if not happy with products. I tried them for a month. Shipped them back December *******. I had 60 days to return them. I have emailed twice with no response. I did speak with customer service but she said she could not issue refund although she could see I had returned the product.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery 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 October 15th, 2024, I placed an order for a Redlight Bundle totaling $1,331.10. As of January 8th, 2025, I have not received the product, any status updates, or responses to my numerous attempts to contact the company.I have reached out via multiple emails and phone calls, using every available contact method listed on their website. Despite my persistence, my emails remain unanswered, and every time I call, the line is consistently busy for hours until I eventually give up.Ironically, I continue to receive daily sales emails from the company, yet they fail to address my legitimate concerns regarding my paid ******** this point, I have lost all confidence in the company's products and ability to fulfill my order or provide even bare minimum customer service. Therefore, I am formally requesting a full refund of $1,331.10.I expect this issue to be resolved promptly, as further delays may require me to pursue additional action.

• Initial Complaint

  Date:11/04/2024

  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.

  6/17/24: Ordered $3,497 "Comprehensive Package" (red ************* devices) with a 100% money-back guarantee and set up payments via Affirm.7/9/24: Couldnt assemble due to missing directions; received the manual by email.8/29/24: Reported the main panel (1500) malfunctioning; it turned off/on automatically.9/1/24: Received further instructions, was asked to send a video, and sent videos showing both panels malfunctioning.9/2/24: Videos forwarded to their technical team.9/7/24: Requested an update.9/9/24: Offered a replacement for the larger panel only.9/10/24: Confirmed both panels needed replacing.9/11/24: Sent return label for larger panel with delay notice; returned it, and received replacements for both panels.9/23/24: Reported that the replacement was faulty and that the knee pad was the wrong model. Requested a full refund.9/25/24: **************** stated the refund process would begin, and Id receive a call.9/25/24: ****** from returns offered another replacement and 10% off if I kept the system. I declined, confirming the return.9/28/24: Reminded them of my intent to return.10/1/24: They needed to confirm items for return. I replied, noting all items were boxed, ready to ship, and requested Affirm payments be stopped.10/2/24: They were processing the return shipping.10/7/24: Requested an update on the return and for payments to stop.10/8/24: They replied they were awaiting return labels.10/22/24: Finally received a return label.10/23/24: They confirmed the label was for all six packages.10/31/24: Returned items with ***** proof of delivery.11/2/24: Sent delivery proof, requested refund and payment stop (no response).**************** has been TERRIBLE, with constant back-and-forth emails, unhelpful responses, and no refund yet. Payments continue despite return proof, making this process extremely frustrating.

  Business Response

  Date: 11/27/2024

  Good day,
  
  We sincerely apologize for the inconvenience and understand the customers frustration regarding the ********* products.
  Our customer service representative assisted the customer with their Red Light device issues, after which the customer requested a refund. Per our refund policy, customers who have received their orders must return the package before we can process a refund.
  To assist the customer, we also arranged a return label so they could return the package at no cost. Once the returned package was received and confirmed by our fulfillment team, we processed a full refund of $3,497 for the order through Affirm on November 14, 2024. Additionally, one of our customer service agents sent a refund confirmation via email.
  As per Affirms timeline, once they confirm the refund, the amount will reflect in the customers loan balance within 310 business days, and their account balance will be updated accordingly.
  We appreciate your understanding. If you have further questions with regard to this case, please let us know. Have a blessed day!
  
  

  Customer Answer

  Date: 11/27/2024

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

• Initial Complaint

  Date:08/20/2024

  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.

  On June 19th I place an order for a Red light bundle for $2197.00 usd.the original order said it would be delivered in 1 to 2 weeks- After multiple complaints asking where my product was I asked for a cancelation..Instead of canceling I was offered % off anywhere from 10% to 20% depending on who you talked to... I said no- please just cancel. I got an email on the The product was shipped and very next day showed up on my door. June 27th or 28th There was missing supplements, a missing stand and the 500w light didnt work at all.Asking for a refund has been like torcher- On the same day I get an email from ************************** from a guy named ***** that tells me to return them on my own dime, and once received they would do a refund with in 2 days. Same day I get a call from a guy who has 2 different last names on his email - a ***********************, *******- the address says Hakem, The email signed *******...telling me to send them back - then Id have my refund in 2 days- I told him no way - Things missing and broken and you want me to pay shipping.. ****** said they would send me mailing labels that never came... I got sick of the game so I drove them to the fulfillment warehouse in *********** Utah myself and my Husband walked the packages in and spoke to the desk receptionist ******* who signed our receipt and said they entered the return into the system that same hour... The return was on 8/12/24 I was told 2 days by multiple people and have seen nothing.Today is the 20th and I'm feed up..The run around to cancel was unreal - the sudden quick delivery was laughable and the fact that there was missing and broken items is absolutely stupid at this point-The customer service is awful. All I want is a refund- They have the merch. Where is my money...

  Business Response

  Date: 08/22/2024

  Hi *****************************,

  We'd like to express our sincerest apologies for your experience and I'd like to confirm that your refund was processed 72 hours ago. Our team will also get in touch about sending you a free gift. Please let us know if there are any other additional concerns you have about your refund which should have cleared by now.

  Warm wishes,

  Health ************************ Team

  Customer Answer

  Date: 09/04/2024

   
  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.
  After filing my original complaint - emailing and cc'ing every email to the company and founders I could find, and contacting the fulfillment center and them  giving the company a call... I don't know what did it , but the morning I did all of that one after the other... that I had a full refund with in 3 hours... 

  thank you for your help.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/28/2024

  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.

  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).When 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.Note: this is relate to my "Health Secrets" complaint.

  Business Response

  Date: 06/13/2024

  Thank you for bringing this matter to our attention.

  We sincerely apologize for any inconvenience caused to the customer.
  
  We would like to provide the following information regarding the customer's order:
  
  1. We received an order from the customer on November 1, 2023, and her orders were fulfilled promptly.
  2. Unfortunately, due to an insufficient address, the physical package was returned to our warehouse. We were not aware of this issue as we did not receive any complaints from the customer at that time.
  3. We received a dispute notification on February 20, 2024 for the costumers orders. Upon responding to the dispute, we discovered that her order had been sent back to our warehouse.

  In our documentation, we clearly indicated that the package was returned to us. When the customer filed the dispute, ECSuite-the company handling our chargebacks, informed us that the consumer would be credited for her order as soon as the dispute was filed.
  
  Upon receiving the BBB complaint from the customer, we contacted ECSuite to confirm the credit status. They confirmed that our company have been credited. We immediately processed a refund for her orders and reached out to her to apologize for the inconvenience. Additionally, we gave her free digital access and a red light product as compensation.
  Please find attached the document showing screenshots and the documentation we submitted to ECSuite.
  
  We apologize for the confusion and inconvenience. We're committed to improving to prevent such occurrences in the future.
  Thank you for your understanding.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  Ordered products on 7/8/22 for $792. Received a shipment notification on 7/12/22. There was no contact from Well of Life after that. When I contacted support to find out what is going on, no one answers the phone during business hours. I received an email from ******************* on 8/8/22 stating that they don't have product to fill the order, but it will be shipped as soon as they have product - no estimated date. I responded with 2 additional emails to ********************************** and left 2 voicemail messages telling the company to cancel my order and return my money. I reviewed Well of Life's ******** page, and it looks like this is common practice for this business. I just want the order cancelled and the entire purchase price refunded since nothing has shipped. While filling this form out I received another email from ******************* saying they cannot cancel the order because a tracking number has been created - even though they DO NOT have the product to fulfill the order. He said to refuse delivery, but there is no signature requirement for delivery, so I would be stuck with the delivery fee since they will not cancel the order on the product they don't have in stock!