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:04/26/2023

  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.

  I do not even remember what exactly i ordered from Primal Health, it has been a while, or what services they are providing. However i found out that they have been charging $47.00 every month, for what i don't even know. I know for sure i would never willingly pay $47.00 for monthly newsletter. I tried to call , it is always a long hold with music on and then asks you to leave a message. I did not leave a message, because i would like to talk to someone. I really would like to cancel for whatever they are charging me for. It is sad that i had to pay so much money every month to scammers.

  

  Business Response

  Date: 04/26/2023

  Hi ********, thank you for taking the time to reach out to us. We sincerely apologize for the long wait time you experienced when reaching out to our customer care team, as the call center is busier than usual during this time, but we're here and happy to help. We've taken a look at your account, and see that this is the renewal of Natural Health Connections newsletter, which had a free trial period of 12 months, and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we have several reminders in place to ensure that you are alerted of the re-bill, such as a call, mail letter, and email. We do our best to ensure that you're continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  We have gone ahead and canceled this newsletter subscription and refunded the $141.00. Please allow 3-5 business days for this to be reflected on your account. Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team
  
  

• Initial Complaint

  Date:04/26/2023

  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.

  I was charged a ***** charge to my card on 4/5/2023.This charge was not authorized be me. I gave my credit card number for a book from this company which I have received. I request a complete refund with no further charges from this company.

  

  Business Response

  Date: 04/26/2023

  Hi ******, thank you for taking the time to reach out to us. We sincerely apologize to hear that you did not have a great experience, and wed love the opportunity to make this right.
  We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter, which had a free trial period and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we do our best to ensure its highlighted clearly on the checkout page, in the order confirmation email, and in your account details. Its important to us that youre continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  Going forward, we have gone ahead and canceled this newsletter subscription and refunded the $39.97. Please allow 3-5 business days for this to be reflected on your account. Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

• Initial Complaint

  Date:04/25/2023

  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.

  This is my 2nd filed complaint: On March 21, 2023, I ordered blood pressure products from Primal Health which included a book for $62.54 and pill supplements for $61 (total of $123.54). I never received the products, nor did I get an account number and a tracking number. I filed a dispute with my bank and received claim numbers which are still pending. I read the response from Primal Health on this BBB website stating they would refund my account for $123.54 (response was dated April 12, 2023). Today (April 19) Primal Health DEDUCTED another $61.00 from my account! Ive not received anything from this company. They dont respond to phone calls; no live customer service reps. I want my money credited back to my account. REFUND all $184.54 ASAP.

  

  Business Response

  Date: 04/25/2023

  Hi *********, thank you for taking the time to reach out to us. We sincerely apologize to hear that you did not have a great experience, and wed love the opportunity to make this right. We apologize that you did not receive your orders until now. We recently run out of stocks for Cardio Relax and Hear Zest supplement and would have a tentative date to be replenished on 05/15/2023. We do notice you have reached out to last 04/20/2023 and spoke with our customer care team with canceling your order. We can confirm that the order was completely canceled and a refund of $127.66 was also processed on that same day. We have also put a stop to the pending charge of $61.00 which was the auto-ship of Cardio Relax and Heartzest last 04/19/2023. Rest assured all charges were refunded and no recurring charges or subscription is active on your account
  
  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

• Initial Complaint

  Date:04/19/2023

  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.

  On 12/29/2022 I ordered 1 book for "Blood Pressure". The order was posted and charged to my card. I received the book in a timely manner and have no issue with the book. What I am NOT pleased with is the $39.97 charge that has appeared on my credit card bill every month since then, I have no idea what it's for, did not request any subscription of any kind, and I want it stopped and my money refunded for the months I was charged--January, February, March and April of 2023-($159.88). As soon as this was found by my accountant, and brought to my attention--I reached out to the company for a refund for an unauthorized purchase. According to the **************** Rep I talked to at ********************************************* LP--I would get an immediate email with a confirmation of the cancellation and refund request--which I have yet to receive. I am forced to believe this company is a scam operation, especially when I am reading so many similar complaints on your website.

  

  Business Response

  Date: 04/19/2023

  Hi *****, thank you for taking the time to reach out to us. We sincerely apologize to hear that you did not have a great experience, and wed love the opportunity to make this right. We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter, which had a free trial period and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we do our best to ensure its highlighted clearly on the checkout page, in the order confirmation email, and in your account details. Its important to us that youre continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  Going forward, we have gone ahead and canceled this newsletter subscription and refunded the $159.98. Please allow 3-5 business days for this to be reflected on your account. Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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.

  Deceitful business practices. I ordered a book and have received recurring charges I never approved. 1/26 $39.67 2/16$39.67 3/10 $39.97 3/18 $39.97 4/10 $39.97 I have tried multiple times to email and phone. I have been unsuccessful with all attempts and no return response. I finally had to cancel my credit card to stop charges. I want a full refund.

  

  Business Response

  Date: 04/19/2023

  Hi *****, thank you for taking the time to reach out to us. We sincerely apologize for the long wait time you experienced when reaching out to our customer care team, as the call center is busier than usual during this time, but we're here and happy to help. We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter, which had a free trial period and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we do our best to ensure its highlighted clearly on the checkout page, in the order confirmation email, and in your account details. Its important to us that youre continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  We've noticed you have already reached out to us last 04/12/2023 through email and 04/17/2023 through BBB as well. Rest assured we have removed the subscription and refunded a total of $239.82.  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

• Initial Complaint

  Date:04/18/2023

  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.

  I'm being sent even do I cancel my account thy still keep sending me , Do thy not understand cancel?

  

  Business Response

  Date: 04/18/2023

  Hi *******, thank you for taking the time to reach out to us. We sincerely apologize to hear that you did not have a great experience, and wed love the opportunity to make this right.
  We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter which had a free trial period and was a part of your original purchase. I also noticed that you were subscribed to GlocuBurn. We are so sorry if this renewal came as a surprise, as we do our best to ensure its highlighted clearly on the checkout page, in the order confirmation email, and in your account details. Its important to us that youre continually satisfied with your subscription, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  Going forward, we have gone ahead and canceled this newsletter subscription and supplement and refunded the $169.92. Please allow 3-5 business days for this to be reflected on your account. 
  
  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team
  
  
  
  ************
  
  

• Initial Complaint

  Date:04/18/2023

  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.

  Received my bank statement today and there were two charges to my account, one on 3-15-23 for $39.39 (which was the cost of the book 'Unbreakable Brain' I ordered) and one on 4-5-23 for $39.97 for I have no idea what that was for. I only ordered the book and nothing else. I tried calling their customer service but I was on hold for over 15 minutes. I would like the amount $39.97 refunded and a promise of no future charges. Thank you.

  

  Business Response

  Date: 04/18/2023

  Hi *******, thank you for taking the time to reach out to us. We sincerely apologize for the long wait time you experienced when reaching out to our customer care team, as the call center is busier than usual during this time, but we're here and happy to help. We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter, which had a free trial period and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we do our best to ensure its highlighted clearly on the checkout page, in the order confirmation email, and in your account details. Its important to us that youre continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  Going forward, we have gone ahead and canceled this newsletter subscription and refunded the $39.97. Please allow 3-5 business days for this to be reflected on your account. 
  
  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

• Initial Complaint

  Date:04/17/2023

  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 ordered the book “Blood Pressure Solution” on 10/10/2022 and paid for it by credit card. I took delivery of it in good condition in due course and have no problem with the product. Since that date, I have only now discovered, my credit card has been debited USD$39.97 at the end of each month by Primal Health without my knowledge, and until I read the company's response to others' complaints, I believed it to be without my authorisation. The only emails I received from the company at the time of purchase DID NOT highlight an ongoing subscription to Natural Health Connections newsletter, nor do I have access to the checkout page of my purchase to see it there, and indeed it never occurred to me to look at my account details as I thought I had only made a one-off purchase from Primal Health. However, having now checked my account details, I note that you have had me subscribed for the Natural Health Connections (Physical Edition) since October 10, 2022, and I HAVE NOT received any of those for which I have been paying! The only communication I have had from the company is an occasional Primal Source News email. Having now read of others' inability to contact the company, I have not tried to do so. Prior to discovering this BBB complaints page, believing it to be a scam, I contacted my card provider, who in turn cancelled my card to prevent further unauthorised deductions, which is a huge inconvenience to me. As I have been paying for nothing for six months, I would appreciate a total refund of the USD$239.82 from Primal Health at its earliest convenience and a cancellation of the subscription. Many thanks.

  

  Business Response

  Date: 04/18/2023

  Hi ****, thank you for taking the time to reach out to us. We sincerely apologize to hear that you did not have a great experience, and we’d love the opportunity to make this right.
  We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter, which had a free trial period and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we do our best to ensure it’s highlighted clearly on the checkout page, in the order confirmation email, and in your account details. It’s important to us that you’re continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us.
  
  Going forward, we have gone ahead and canceled this newsletter subscription and refunded the $239.82. Please allow 3-5 business days for this to be reflected on your account. 
  
  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at **************************, or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

  Customer Answer

  Date: 04/19/2023

  I have reviewed the business’ response and accept this resolution.

  Many thanks for your help.

  Regards,

  ****

• Initial Complaint

  Date:04/17/2023

  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 watched a video and ordered one book and a one month supply of supplements from primal health on 12/19. The order comes with a guaranteed full refund in 6 months for any reason. I was directed to a page I believed to be Amazon to purchase .I received a bunch of supplements and 4 books all of which I have tried to return. I never authorized the amount that was charged to my account. I also never authorized any recurring subscription. The company does not answer their phones or return calls. They do not return emails. I have been charged deceitfully: 12/19 $269.98, 12/19 $61.12, 1/09 $39.97, 2/08 $39.97, 3/10 $39.97

  

  Business Response

  Date: 04/17/2023

  Hi *********, thank you for taking the time to reach out to us. We sincerely apologize for the long wait time you experienced when reaching out to our customer care team, as the call center is busier than usual during this time, but we're here and happy to help. We've taken a look at your account, and see that this charge is for the renewal of the monthly Natural Health Connections newsletter, which had a free trial period and was a part of your original purchase. We are so sorry if this renewal came as a surprise, as we do our best to ensure its highlighted clearly on the checkout page, in the order confirmation email, and in your account details. Its important to us that youre continually satisfied with the newsletter and, if not, you may cancel the subscription at any time through your account or by reaching out to us. 
  
  We do notice you reached out by email last 04/12/2023 and we were able to remove the subscription and processed a refund of $79.94. We also did another refund of $79.94 on 04/15. I've gone ahead also and processed another refund of $79.94 to remove all subscription charges completely off your account. 
  
  You also mentioned that you wanted to return your original order of  book and supplements.  I am so sorry to hear that our product did not meet your expectations but I'm happy to help. Each individual is unique, and different ingredients may work better for different people. We went ahead and submitted a request to get your prepaid return label emailed over to you. When you get it, simply print it off, attach it over the original label, and drop it off at your closest ************* If you are unable to drop the package off, you may call ***** at ************** to schedule a package pickup. Please note the tracking number and, once we receive the returned product, we will issue a refund back to your card. Once the refund is issued, please allow 3-5 business days for your bank to process the refund.
  
  
  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at *********************************** or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,
  Customer Care Team

  Customer Answer

  Date: 04/18/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 07/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/17/2023

  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.

  Waiting 19 days for my order of Tri Flexarin. I tried calling several times to find out where my order was, but got no answer. Even tried Corporate number and it was always no answer. I just want my money back.

  

  Business Response

  Date: 04/17/2023

  Hi ****, thank you for taking the time to reach out to us. We sincerely apologize for the long wait time you experienced when reaching out to our customer care team, as the call center is busier than usual during this time, but we're here and happy to help.
  
  We've taken a look at your account, it does show that the order for The Smart Blood Sugar was placed back on 03/25/2023. We apologize for the delay in shipping out the book as it briefly went out of stock and we have been working to replenish the stocks as quickly as possible. 
  
  We do notice you have already spoke to our customer team last 04/13/2025 and have the order canceled and refunded to the amount of $120.03. Please allow 3-5 business days for this to be reflected on your account. 
  
  Please accept our sincerest apology for any inconvenience this may have caused. If you need anything else, please contact us directly at 
  **********************************, or ************ (M-F 7a-6p, S-S 8a-5p, CST).
  
  Thank you,