ComplaintsforAdvoCare

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for my preferred customer membership and order as appropriate through this company and have for many years. Recently, my ******** account was compromised and someone was posting items for sale and other irrelevant and erroneous information. One of the posts was for an advocate product and I received a threatening email from AdvoCare legal team. Before I could respond and before the time noted on the email, they suspended my account. I am seeking a refund as they do not treat long time, loyal customers well and I will not be threatened or harmed by their lack of confirmation and inappropriate actions.

  

  Business response

  02/13/2024

  Thank you for the opportunity to respond to the complaint filed by *************************.   With respect,there are a number of inconsistencies in her complaint which require addressing prior to discussing the action taken by AdvoCare to address the harm she alleges to have suffered.
  
  Sequence of Events
  **************** has been a preferred customer since 2020 (she also had another account in 2019).   Preferred Customers are precluded from reselling our products as a part of their agreement with AdvoCare to receive a product discount.   On January 24th **************** was sent an email (the same used to file this complaint) requesting she remove listings of AdvoCare products from ******** Marketplace and advised her account was on hold until she complied.  She was given three days to do so.  No response was received.   On the third day (Friday January 26th) a second email was sent to the same email address,this time warning her account was subject to cancelation absent compliance:
  
  Hi ******, We are reaching out to give you one final opportunity to respond to our email regarding the unauthorized listing of AdvoCare products on FB Marketplace. Failure to respond will result in the immediate cancellation of your Preferred Customer account, and we hope to avoid this.
  
  Sincerely, AdvoCare Legal Department
  
  **************** apparently considers this communication threatening.
  
  The corporate offices of AdvoCare are closed on the weekends.   At 10:46am on Saturday, January 27th **************** responded:
  
  Never got your first email, FB account was compromised, listing and other erroneous posts removed. Dont contact me again with threats.
  
  ************** then filed this complaint without giving AdvoCare the opportunity to remove the hold from her account or otherwise respond.
  
  On the first business day possible, January 29th, unaware of the BBB complaint,AdvoCare responded:
  
  Hi ******, We are sorry to hear that your ******** account was hacked, thank you for letting us know that the listing has been removed. Our goal is to help you protect your account to keep your good standing. We consider this matter closed.
  
  Sincerely, AdvoCare Legal Department
  
  AdvoCare subsequently received **************** complaint from the BBB on January 31, 2024.
  
  Resolution of Customer Complaint
  ********************** does not believe it has acted improperly in any way in connection with this consumer, but instead was trying to enforce a legitimate contractual provision between the parties, doing so in both a respectful and timely fashion.   In the interest of providing exemplary customer service as it has done now for 31 years, however, AdvoCare has chosen to voluntarily refund **************** the $20 she requested in her complaint to make her whole and end the business relationship between the parties.    A manual check has been requested from our accounting department and will be sent to her via US mail before weeks end.
  
  Accordingly, and for all reasons set forth above,AdvoCare requests the matter be considered closed in favor of AdvoCare.
  
  
  

  Customer response

  02/13/2024

  I am rejecting this response because:   I didnt want to have my AdvoCare account closed or my membership to be refunded. I asked for a business I had a relationship with for many years now to be patient without threats while I fixed a problem with a social media account being hacked and let them know I did not receive their first email. The tone of every email from this company is threatening and rude (see attached). And now I have lost my membership and the discount status I have built up in my AdvoCare account that I use often throughout the year. Seems ***** for a company such as this to treat a loyal customer this way.  Ill be sure to relay this information to the rest of my family and friends so they may cancel their memberships also to ensure they arent treated like criminals for a mistake they or someone else makes on their behalf. 

  

  Business response

  02/13/2024

  The communication emailed to the complaining party was a summary of the response filed with the BBB, advising her of our intended action to satisfy her complaint in full.   It points out the same factual inconsistencies addressed in our response. Her request was for $20, in essence, a refund of the cost of her preferred customer membership with **********************.   That request is being honored.   In doing so, however, AdvoCare believes it is well within its' right to cease to elect to do business the consumer, there no longer being a preferred customer relationship in effect.   AdvoCare chooses to do so. 

  Customer response

  02/13/2024

  I am rejecting this response because the business is being ***** and vindictive to a long time customer who had an issue beyond my control. By canceling my membership without my authorization I have now lost additional benefits I paid for. Advocares legal changed the original customer service response from their first emails in retribution for me for filing this BBB complaint.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AdvoCare is charging my Wells Fargo credit card frequently without me ordering anything from or doing any business with that company. I contacted Wells Fargo Fraud Dept and they blocked the first charge and changed my account number but days later, two more AdvoCare charges appeared on my new credit card number. I need this to stop. I searched the company on the internet and multiple fraud & scam responses come up in the browser search. I will contact Wells Fargo again today but I am not hopeful since they didn't prevent it from happening again. Please help. I cannot afford these fraudulent charges. Thank you so much for any and all help that you can provide.

  

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/23) */ Contact Name and Title: Dick ******, AGC Contact Phone: XXXXXXXXXX Contact Email: *******@********.com AdvoCare received the complaint from the BBB on February 9, 2022, and launched an internal investigation, which was completed the same day. Company records do not show an order was created using Ms. *******'s name or address, nor that she contacted the Company prior to filing her complaint. If Ms. *******'s assertions are true, and we assume they are, her credit card information was stolen by an unknown third party and used to set up an order with the Company which slipped through our internal processes screening for fraud, but ******** has insufficient information to further research her complaint. I attempted to contact Ms. ******* by email on February 9th, advised her of the results of our investigation, apologized for the inconvenience suffered, and advised her we could attempt to further track the fraudulent orders if she provided the (now closed) credit card numbers. When no response was received a second email was sent to Ms. ******* on February 20th seeking to address the complaint, but again there was no response. I called Ms. ******* on February 22nd and left her a voicemail, again seeking to address her concerns. Ms. ******* did not respond prior to the filing of this response. Copies of the emails to Ms. ******* are available should the BBB like to review them. AdvoCare prides itself of providing exemplary service to consumers and devotes considerable effort minimizing third party use of stolen personal information to commit fraud. In the rare instances where the safeguards fail AdvoCare will take proper measures to minimize inconvenience and make the consumer whole. To do so in this case additional information was needed, but Ms. ******* chose not to pursue the complaint and respond - fortunately she did not suffer financially as a result of the third party's fraud. We again extend an apology to Ms. ******* for the inconvenience suffered in this instance and hope she has not experienced further identity loss issues. AdvoCare will continue to take action to minimize fraudulent orders placed with the Company. As all efforts to resolve the matter have been exhausted, we ask the complaint be closed in AdvoCare's favor. Consumer Response /* (2000, 7, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was credited to my credit card account.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm not sure why my bank account got charged $84.07 on 9/15/2021 from this company. I've never received anything from them, and really not sure how they got my information. I've never had any dealings with these people, and I would like a refund from them.

  

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/10/13) */ Contact Name and Title: D. ******, ***'t GC Contact Phone: ************ Contact Email: *******@********.com AdvoCare received Ms. *******' complaint from the BBB on October 12, 2021, asserting she had received a charge on her credit card in September and had no relationship with AdvoCare. A review of Company records revealed an online order was placed in mid-September, which provided correct versions of Ms. *******' contact information and address, and our shipping records indicated our product was delivered to Ms. ******* address on September 15th. I contacted Ms. ******* by email October 12th. I apologized If she had been a victim of identity theft and outlined what our records showed. I then asked if perhaps another household member had placed and received the order, and reassured her we would resolve the complaint to her satisfaction once she responded. Ms. ******* was kind enough to email me the evening of October 12th and confirmed another member of her household had indeed placed the order. She apologized for the inconvenience. As it now appears the charge was properly incurred, AdvoCare respectfully requests the complaint be closed in favor of AdvoCare.

*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. ↩