Complaints

This profile includes complaints for Neogenis Labs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Neogenis Labs has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Neogenis Labs

  1120 S Capital Of Texas Hwy Bldg 1 Ste 210 W Lake Hills, TX 78746-6464

• 

  Neogenis Labs

  1120 S Capital of Texas Highway, Bldg. 1, Suite 210 Austin, TX 78746

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:10/28/2024

  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.

  I had a purchase of this product which I informed the company that within 20 minutes it was a fraud charge made by somebody who compromised my apple wallet. I have not been issued a refund. I informed the company 20 minutes after I registered.

  Business Response

  Date: 11/13/2024

  Hello,

  We have no record of contact from this customer from phone or email. We would ask that the customer check to see if the purchase was made through our website or from a partner like ******. If the purchase was made with us, we will be more than happy to assist this customer - they will just need to respond here or reach out to us at *************************** or by phone at ************. If the purchase was made through a partner, they will have to contact that retailer for a refund.

   

  Thank you,
  HumanN

• Initial Complaint

  Date:04/15/2024

  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.

  There is no way as a customer for me to remove my personal information and credit card information from the Humann Companies website. There is no way for me as a previous customer to delete my account.I called customer support and the agent could not even do this for me. He then linked me to his supervisor, ***, who was rude and talked over **** simply want my account permanently deleted. I do not want this company to have my credit card information and personal information.*** kept asking me why instead of completing my request. He said he would have to send my request off to someone else and then he hung up on **** do not trust that *** is going to complete my request.I do not trust this company now. My phone call with *** was on 4/15/2024.

  Business Response

  Date: 04/30/2024

  Customer has been removed from all physical and electronic marketing. Please let us know if she receives any materials that was not requested so we can investigate the source.

  Business Response

  Date: 04/30/2024

  Customer has been removed from all physical and electronic marketing. Please let us know if she receives any materials that was not requested so we can investigate the source.

  Customer Answer

  Date: 05/02/2024

  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:03/12/2024

  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.

  I asked them to stop sending the product and they are still sending it and billing me for it. The order number is *******. I would like for them to stop sending me the product and to stop billing me.

  Business Response

  Date: 03/13/2024

  After looking into the customers ticket history, it has been found that on 1/5/2024, ************** called in to cancel. You'll find in the attached documentation a transcript of the call in which it was explained to ************** that he receives a special promotional rate on a subscription, and we offered to adjust the frequency of the subscription so he did not receive it as often but would still receive his discounted price (his complaint was that he has too much product but he wants to continue to take the product.) ************** agreed to this adjustment, and the change was verbally confirmed with him.

  ************** also did not mention any issues on subsequent calls on 1/29 and 3/12 when he stated that he dialed us by mistake.

  At this time - I have cancelled ************** subscription.

   

  Thank you,

  *****************************

• Initial Complaint

  Date:02/09/2023

  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.

  I bought one order from them and then they accidental sent me someone else&#**;s order. I called and told them and they said he will send me a mailing label to send them back to him. That was back in July 2022. The customer service number was different and she read off 6 of things I did not order. In January 1 and January 31 they billed me. They sent me a card for a discount. The charge was $**.90 and they tapped my account six times for payment. They told me to call the **** credit card company. I decided to call them but it was too late to call their customer service.

  Business Response

  Date: 02/20/2023

  Our **************** Team made a couple of attempts on Feb 14 and Feb 16 to reach Ms. ***** but have only been able to leave voice mail messages. The customer's subscription is still active in our system and will require a verification via phone to cancel. We have also offered that she return the product for a full refund. Please call ************ and ask for *******, the supervisor. Thank you.
  

• Initial Complaint

  Date:06/20/2022

  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 3/12, I ordered a promotional supply of Super Beets for $34.95, offering no shipping and handling.Gave my cc info and immediately received an email confirming my order which totalled $73.85, which included shipping and handling and a "canister" for $24.95. I DID NOT ORDER A CANISTER!!!! I immediately called the **************** # and told them I did not approve the order and wanted it cancelled. I was told there was no one in **************** on Saturday and I needed to call back on Monday. I called on Monday to cancel the fradulent and incorrect order and was told it was too late to cancel. The order was already shipped???? They told me once received, just send it back, unopened, with an RMA # they gave me to write on the box. They said once received it would take 3-5 days to credit. I followed all instructions and it is now 6/18 and I have still not received credit,after many emails trying to sort this out. I disputed it with my bank as well and they are no help.All I want is to be credited the fradulent amount. They respond to my emails saying the amount has been credited. IT HAS NOW been 3 months. IT HAS NOT!!!!

  Business Response

  Date: 06/24/2022

  We sincerely apologize for the delay. We ran into technical difficulties processing the refund the first time around and it required one of our supervisors to process. Please find attached, proof of the refund back to your card for the incorrect charges.

  Customer Answer

  Date: 06/25/2022

  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,
  
  ***************************

  I very much appreciate your help. 

• Initial Complaint

  Date:06/07/2022

  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.

  Placed an order on 4/26/22 order #*******. Tried the product it was nasty emailed and resieved an RMA # *******. THERE email stated once items were recieved it would be 5 to 10 business days before receiving my refund. Tracking info says it was recieved and I emailed on may16th they said it was still being processed allow an additional 10 business days. I emailed again on May 24th they say my refund was being processed allow an addition 10 business days before I see it on my end. I used Amazon pay which is linked to my *********** credit card. Now it's June 7th and still no refund.

  Business Response

  Date: 06/13/2022

  We apologize for the delay, a refund via Amazon Pay was completed on 6/8/22 of $149.90. Please see attached trransaction details. Thank you.

• Initial Complaint

  Date:05/26/2022

  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.

  Way back in January 2022 I cancelled a subscription for some products from HUMANN company. On 5/2/2022 they shipped and charged my card $74.26. I called and received a return label to return the product when it arrived, I shipped this order(product) back to them on 5/9/2022 it was delivered to them (Human N) on 5/13/2022. I was told I would receive my refund within 3 days of receipt of return. Four different people told me the same thing...STILL NO refund!!! I have called 5 times with each story being a different excuse why I have not been refunded..I wait on hold for no lie ***** minutes before ever getting a person. I am so frustrated and am at my wits end, all I want is my refund for a product I NEVER ordered and DID return. It hasbeen close to a month and STILL no resolve.

  Business Response

  Date: 05/31/2022

  Apologies for the delay, attached is a copy of the refund that was completed on 5/25/22 by our customer service agent. Please let me know if you need anything else.

  Customer Answer

  Date: 06/01/2022

  I wanted to advise you that they have FINALLY given me a refund today! 
  TY