Business Profile

Health and Wellness

The Healthy Back Institute

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Healthy Back Institute's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

55 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:05/04/2025
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 don't know who the Healthy Back Institute is or what they are saying I purchased from them. But it was an automatic deduction from my bank account three months in a row for $57.81. I tried to find a telephone number or some kind of contact information for this company and could not find anything. I would like to know what they said I purchased for 3 months in a row. I disputed it with my bank, my bank said they were able to get in touch with the Healthy Back Institute and that they had all of my correct information. So the bank denied my claim. I asked the bank if they were told what the purchase was but they were not. My bank told me I had to try to settle this on my own which is very frustrating. How can this be a reputable company without anyone being able to contact them?
Business Response
Date: 05/06/2025
Hi *******,
I was able to locate your account in our system and it appears you had a subscription to ************** and we've been sending you 1 bottle of that product per month for $57.81. I believe these are likely the monthly charges you've been seeing, and I see where that subscription was canceled on April 24th, 2025 so there will no longer be any new charges or shipments on sent to you going forward.
As far as refunds, we always offer refunds on any unopened products returned to us within 90 days of purchase. Simply send any unopened ************* to this address:
PBD
ATTN: Healthy Back Institute Returns
***********************
Suite #***
*******************

Please include a piece of paper in the package with your name, and email address.

It is important that you purchase a new shipping label using any carrier ****************** etc.), or else the item may be lost and we will be unable to initiate your refund. Once we received the package and restock it we will initiate a refund back to the original payment method which may take 3-5 Business days to process back into your account.
If you have any additional questions, contact does exist:
9AM - 7PM EST (Mon - Sat)
************ (US & ******)
************ International (Outside of U.S. & ******)
Initial Complaint
Date:04/28/2025
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.
For over a year I have tried to get this company to stop sending their product to my wife and charging $29.99 per month to my bank account. This is a product that I ordered one of and did not work so I asked to have the shipments and charges stopped. Finally I have gone so far as to have that bank account closed. They still send their product and product and now file a complaint for non payment against me. This has caused my credit score to plunge over 200 points. They charge even though I have refused delivery and had the product returned via the post officev
Business Response
Date: 04/28/2025
Hi ****,
I've was able to locate your wife Jacqueline's ************* subscription and canceled the account so she will no longer be shipped any products or charged going forward. We have sent a confirmation email to the email address on file confirming this has been done, along with return instructions to return any unopened products. We will gladly refund any unopened bottles that were sent within the last **************** case you did not receive the email with the return instructions, here they are below:
Please send the items to Return address:

PBD
ATTN: Healthy Back Institute Returns
***********************
Suite #***
*******************

Please include a piece of paper in the package with your name, and email address.

It is important that you purchase a new shipping label using any carrier ****************** etc.), or else the item may be lost and we will be unable to initiate your refund.

Once we received the package and restock it we will initiate a refund back to the original payment method which may take 3-5 Business days to process back into your account.
Initial Complaint
Date:04/15/2025
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.
Have tried finding a phone number and sent emails to the only contact they provide. No phone number or email is provided. Only a page hat says co tact us and we will get back to you which they havent. Also tried a number o e are provided to be rudely hung up on. Have been sent at least 6 bottles after cancelling. I no longer want these sent and want a refund .
Business Response
Date: 04/15/2025
Hi ****,
We do have contact information available on our website, *********************************; I'm sorry to hear you have had some difficulty getting ahold of us. That said, it looks like the subscription has already been cancelled as of April 4, 2025. Judging by who did the cancellation, and you should have a confirmation email of that, looks like you found an email you responded to that led to it.
Anything unopened in the last 90 days is eligible for a refund. Return it to:
PBD
ATTN: Healthy Back Institute Returns
***********************
Suite #***
*******************
Full return information can be found here: ***************************************************
I hope this helps, warm regards,

Customer Loyalty Team
***********************************************

Hours of Operation:
Monday Saturday
8AM CST 6PM CST
Phone US: ************
INT: ************
Initial Complaint
Date:03/07/2025
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.
Ordered ************* on line after reading and watching video in January 2025 When I received the order there was free bottle plus order. I read label and it stated to not take if on blood thinners. This was not state in on line presentation nor in information w order This high quality formula 100% non- toxic &works without any dangerous SE .i immediately called company Not easy to return finally got address for return Did return 1-29-25 sent information w tracking # per email. No response since then Concern this very dangerous presentation of product. Terrible *********** company to safety issue.
Business Response
Date: 03/14/2025
Hi ******,
It looks like you spoke to our representative on 2/11/2025. Looking at the notes and the account record, it looks like a courtesy refund was provided for the 6 bottles of ************** The other bottle, the 60 count bottle, as I am sure the representative explained, was free, just pay the shipping. Per our terms and conditions, agreed to at the time of purchase, we do not refund return shipping.
I am sorry to hear you are not happy with the advertising related to the product, all the information is available on our website at:
******************* - Back Pain, Neck Pain, Sciatica Relief
Heal-n-Soothe
Warm Regards,

Customer Loyalty Team
***********************************************

Hours of Operation:
Monday Saturday
8AM CST 6PM CST
Phone US: ************
INT: ************
Initial Complaint
Date:12/11/2024
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.
Purchased the original Feb 2023. Asked to cancel the order March, 2023 and get a refund. That did not occur. In fact, I kept getting charged per month for a bottle until Jan 2024. Called again in Feb 2024 and asked to cancel, again! Called a couple of weeks ago asking for the status of the refund, nothing, no response and VERY rude service.The product never worked, the customer service never cancelled and I was never credited back.
Business Response
Date: 12/20/2024

Hello BBB,

After reviewing Vikram Talwars account our records show that on 2023-02-18 he placed an order that included a 30-day free trial order with a recurring subscription.

On 2023-05-20 ****** ****** called our customer service because he had not received his April shipment and after reviewing the case, we voided the charge that was processing on the day of his call.

On 2024-02-19 ****** ****** was contacted by our sales representative and at that time his subscription was canceled per his request.

On 2024-12-11 ****** ****** contacted us requesting a refund.

Outside of those contacts, we have no record of ****** ****** requesting cancelation and or refund during his 90 Money Back Grantee window.

At this time, we have provided a courtesy refund on the December 2023 and January 2024 subscription orders.

Outside of these refunds, being extended as a courtesy, we do not see any evidence to or history in your account to verify the claim you are making in reference to this order history.
Best Regards,
*** *****
Initial Complaint
Date:12/02/2024
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.
Waiting on a refund but have received no response from the company.
Business Response
Date: 12/11/2024

Hello BBB,
**** ******* was refunded on 2024-12-03 in the amount of $288.00 for her return we received. The shipping fee in the amount of $9.95 was not refunded.
Refund confirmation email was sent to the email address we have on file: ***********************************
Best Regards,
*** *****
Initial Complaint
Date:11/27/2024
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 received the heatwrap and my wife realized it was too heavy to use regularly, so we decided to return it. The ************* product was ineffective. I returned both products in the same box the heatwrap was received in. My credit card was credited with the amount for the ************* bottle, but they state they did not receive the heatwrap. As one can see from the **** tracking the box was received. Now they want me to start a complaint with ****. I complied with their instructions, I just want my $129 refunded.
Business Response
Date: 11/27/2024
Hi there,
We understand there may have been some sort of discrepancy regarding the Iso Wrap Heating Pad return, so we have approved a refund for the item today. $139.64 will be refunded to your **** card. The only thing not being refunded is the $21.65 for shipping. You should have a confirmation email stating all of this.
Have a great day!
Customer Answer
Date: 12/02/2024
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.

Regards,

**** ****
Initial Complaint
Date:11/27/2024
Type:Customer Service 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.
we have tried numerous times to contact this business at the number listed on the product at phone # ************** and waited as long as 6 hours "on hold" with no response or resolution. We want the order for Heal-n-soothe deleted to ******* ********* 4614 RIMWEST CRESCENT T0C2J0 ****** **.
Business Response
Date: 11/27/2024
Hi there!
We've canceled your ************* subscription and refunded two charges on your account. Each charge was for $54.90 USD and they will be refunded back to the original payment card that they were charged to. There will be no future charges and no future products mailed to you, although it appears that there may be one bottle of ************* already in transit to you. Once this package is delivered there is no need to return it, as we've already refunded it.
Have a great day!
Initial Complaint
Date:10/17/2024
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.
I keep getting bottles of pills from this company. I have never ordered anything from them. Never requested a free sample. I have no idea how they have my information. There is no way to contact these people or request they stop sending the product. I have worked with my credit card to stop all payments. Thought we had handled this. Today, Oct. 16, another bottle showed up. The only way to cancel a subscrition is to pay a company to do it. This has got to be a scam.
Business Response
Date: 10/17/2024
According to our records, on 5/11/2024, this customer filled out a request on our website to receive a Free Trial bottle of our Heal-n-Soothe supplement, including paying $9.95 for shipping. As part of this Trial agreement, the customer agreed to be sent a free bottle of Heal-n-Soothe and would continue to be sent one bottle per month at a price of $49.95 (plus applicable tax and shipping).The customer would have agreed to this during the check out process and would have to call and cancel the subscription to avoid this or do so on the website. As of today, we have canceled this subscription so there will be no future billings or products mailed to the customer, and as a courtesy, we will refund the charges associated with the subscription.
Customer Answer
Date: 10/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22433388, and find that this resolution is satisfactory to me.

Regards,

Kathryn Hutson
Initial Complaint
Date:10/07/2024
Type:Service or Repair 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.
Horrible! I was offered this "free" newsletter. I cancelled the subscription for the supplement, and when I tried to cancel this "FREE" newsletter, it kept giving me an error code. Almost $17 for this "FREE" newsletter? Who charges that much for a **** emailed newsletter anyway, even if it wasn't free, which they advertised that it was! It says right on the newsletter FREE!
Business Response
Date: 10/14/2024

Hello BBB,
Brooke Casazza received a refund in the amount of $16.37 on October 7, 2024, when she called to cancel Live Pain Free Newsletter.
Today, October 14, 2024, an additional refund in the amount of $16.37 was processed.
As of today, October 14, 2024, Brooke Casazza has been refunded $32.74
Best Regards,
Eva Klein

Customer Answer
Date: 10/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22390408, and find that this resolution is satisfactory to me.

Regards,

Brooke Casazza

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The Healthy Back Institute is NOT a BBB Accredited Business.