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:04/18/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 purchased the items and they provide a 30-day guarantee. I wasn't happy with the product so I contacted them. They asked me to mail the item back to them and they would give me a refund (I paid out of pocket to mail it back). When I reached out after the item was delivered back to they never responded then I called and their customer service was closed. I went on the website and it shows that the business had shut down. They knew they were shutting down and they never told me and I have not received the refund.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  What a product close to $450 I was supposed to get my refund. Their website is shut down so I cant even request my refund..

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising 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 have asked multiple times to be taken off the email list as I was not interested in their products or their company. I still get email spam from them regularly. Then, on February 15th, 2025, I received an email that an order was to be shipped to me and a payment of a "Social Marketer Fee" of 49.99 was to be charged. You do not have a payment method on file for me, so where is this being charged out of? My mother was a part of this MLM nearly a decade ago but I don't recall signing up for this or ever being charged a fee. I tried reaching out and the email address was considered invalid. I just want to stop being harassed and charged money for something I have never or will never use.

  Business Response

  Date: 02/21/2025

  To Whom It May Concern:

  Modere wishes to respectfully acknowledge receipt of your correspondence dated February 17, 2025 regarding Complaint ID *********
  
  Modere acknowledges a request to stop communication and close the account mentioned by the complainant. Confirming that the account has been closed, and no further communication will be sent to the complainant. Regarding the renewal fee, this was charged internally to Vendor Bill which would be deducted from future commissions when received.   
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always, it is our desire to resolve any and all matters promptly, completely and to the complainant’s full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of Utah.
  
  Sincerely,
  
  *** ***********
  Sr. Manager, Training and Data Management
  ******
  
  Tel:  ###-###-####
  E-mail:  jonc@******.com

  Customer Answer

  Date: 02/24/2025

  
  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:10/19/2024

  Type:Sales and Advertising 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 had a monthly subscription in which I paid via a credit card on file. My subscription consisted of a $1 donation only to a charity. They started to bill me an $11.99 monthly shipping charge on this $1 donation. They are not shipping anything

  Business Response

  Date: 10/22/2024

  To Whom It May Concern:
  
  Modere wishes to respectfully acknowledge receipt of your correspondence dated October 20, *************************** ********.
  
  Modere would like to inform the complainant that a refund of $11.99 has been issued back to the payment used as requested. The refund should show within 3-10 business days.
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always,it is our desire to resolve any and all matters promptly, completely and to the complainants full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of *****
  
  Sincerely,
  
  *** ***********
  Sr. ******** Training and Data Management
  Modere
  
  Tel:  ************
  E-mail:  *******************************

  Customer Answer

  Date: 10/23/2024

   
  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:07/12/2024

  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.

  Like many other complaints, I have been trying to contact customer support and get nothing but runaround. I got notice that an automatic order went through this morning, July 12 2024, at 5am Eastern time. I thought the subscription had been cancelled. I contacted customer service to try to have it cancelled and they say its impossible because its too far into the fulfillment process. This is when the website states it can take 2-4 days to process and possibly an additional 3-5 business days due to volume of orders. I was told my only option is to refuse the package within 24 hours of delivery and then contact them again so they can wait for the return and then decide to refund. Im out $170 on product I do not need or want. I know the order has not processed aside from taking my money. **************** will not respond to any more of my questions past the first replies stating that its too late for them to do anything. This company has horrible customer service and seem rather scammy. I just want them to keep their products and return my money.

  Business Response

  Date: 07/18/2024

  To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated July 13, *************************** ********.
  
  Modere was contacted by the complainant on July 17, 2024 by phone regarding the subscription order mentioned. When orders are processed, they can take up to 2-4 days to process, however, they may process sooner and cannot be stopped. A refund was issued in full for $197.72 while on the phone with the complainant. A return label was also sent after to return the product. Also confirming that the complainants monthly subscription orders have been cancelled so no further orders will ship unless requested.  
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always,it is our desire to resolve any and all matters promptly, completely and to the complainants full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of *****
  
  Sincerely,
  
  *****************************
  Sr. ******** Training and Data Management
  Modere
  
  Tel:  ************
  E-mail:  *******************************

  Customer Answer

  Date: 07/24/2024

   
  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:06/27/2024

  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 placed an order in the amount of $425.17 on 2/21/2024 and once I received the product I called and cancelled because I wasnt satisfied with the products . I sent the products and confirmed the receipt of themWas told a refund was on the way. Ive been calling Modere and every time is a new story. Im told that I would get a call back then next day I call and im told that the refund was issued on 5/26/24 so I called my bank and they confirmed this is not true. I called again and was told there isnt any notes on my account that the only thing they see is a chargeback from my bank that I need to cancel the dispute with the bank so they can refund. I call my bank and cancel the dispute and notify them that the dispute was being resolved by this merchant . I waited a few days and called them back today and asked about the refund was informed that the account was on hold and they need to wait for another department to take it off hold. I expressed to the representative that this is unfair and that uf this was going to continue like this I was going to have to go to court because I needed my money back. She proceeded to tell me that Modere can no longer speak to me and I have to have an attorney reach out.

  Business Response

  Date: 06/28/2024

  To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated June 28, *************************** ********.
  
  Reviewing the order history and notes, the order was delivered to the complainant on 2/26/20124 and do not show as having been returned. A follow up will be made on our end to see if weve received notice of the dispute being dropped. Normally, when the original tracking number shows refused, we can issue the refund right away. If the complainant returned the product with a different tracking number, we need the new tracking to verify return. If the complainant can provide a tracking number showing the orders were returned to Modere, we can initiate a refund if the dispute has been dropped.
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always,it is our desire to resolve any and all matters promptly, completely and to the complainants full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of *****
  
  Sincerely,
  
  *****************************
  Sr. ******** Training and Data Management
  Modere
  
  Tel:  ************
  E-mail:  *******************************

• Initial Complaint

  Date:06/13/2024

  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.

  * want a member of the corporate office to contact me. * have been dealing with begging for my refund since 6/1//24 & begging to speak to a manager. **************** will not transfer me to a manager or accounting. * have been promised 5 different times that a manager will call. ***** is one of the mgrs who keeps telling customer service to tell me she is working on my problem & does not get on the phone. My federal bank, ********************************** * have been on a 3 way call. My bank states Modere has not attempted to refund my card. * have been hung up on 3 times by Modere's employees such as *******, a guy and another girl who's name is on my desk at work. * have stayed on the phone for 2 & 3 hours at a time 3-4 times a day while working in between. ******* stated on the phone she googled an answer to my question instead of asking the refund team my question who she said she was on the other line with. Today is 6/13/24 * have gone from being nice and respectful to saying a few choice words. * feel like after 12 days of being nice by the 13th day anyone would be ****** off. This is unprofessional. * am owed $450.13. * cannot get a clear answer by guessing. * am told there is not accounting department to speak with. * am told * cannot speak to anyone in charge. * run multiple businesses. This is unprofessional. * have never filed a complaint with the BBB on anyone before. *f management would have gotten on the phone to help my find a solution to this problem and give me answers or even return a call when ***** stated she would call but never does * would not be filing this. 13 days freaking mind blowing. * am able to get the head of my bank on the phone but not one member of management with Modere.

  Business Response

  Date: 06/21/2024

  To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated June 16, *************************** ********.
  
  Modere will be contacting the complainant by phone today to review the payments discuss options for resolving the request.   
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always,it is our desire to resolve any and all matters promptly, completely and to the complainants full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of *****
  
  Sincerely,
  
  *****************************
  Sr. ******** Training and Data Management
  Modere
  
  Tel:  ************
  E-mail:  *******************************

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21848116
  
  I am rejecting this response because: I have not received confirmation as to when the reimbursement check was mailed out. *** told me the check was in process & gave a ballpark Idea of when the check would be going out. To date I have not received confirmation if the check has actually been mailed to me & what date it was actually mailed on. *** stated the amount of the check (I didn't write the exact figure down but it was for 3 hundred & some dollars.) I then told *** that the check was supposed to have been for ****** + ****** = ******. These transactions were processed on June 1st & deducted from my account on June 3rd. I have told more that 5 people this since June 3. I have 28 calls logged from June 3 to June 27 trying to get reimbursed. *** asked that I email him what I had. *** stated I could call and or email him. On 6/24/24 I forwarded a copy of their company email showing one of the transactions. I did not get a reply back. I gave *** time &waited until 6/26/24 and called. A representative answered. I asked to speak to ******* or ***. I was told ******* was out of the office & *** was in a meeting. My number was confirmed & I was told a message would be given to *** and *** & ******* would decide on who would call me. After the call I followed up with an email to *** dated 6/26/24. I have not received a reply back. I have never filed anything on a company before with BBB. I am at a loss as to what else I am supposed to do to communicate. It is now 6/27/24. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/28/2024

  To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated June 28, *************************** *********.
  
  Informed the complainant that we were waiting on the mailing address for the check and that it would be mailed out 7/3/2024. Submitted address associated with the email. The complainant informed that the refund should be $450.13. We are refunding the $314.81 at the moment which includes the $289.81 + $25.00 in credits used. Modere will be reviewing orders to verify the remaining balance.   
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always,it is our desire to resolve any and all matters promptly, completely and to the complainants full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of *****
  
  Sincerely,
  
  *****************************
  Sr. ******** Training and Data Management
  Modere
  
  Tel:  ************
  E-mail:  *******************************

• Initial Complaint

  Date:06/09/2024

  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.

  Order #********* Per Modere's website "Love it or Return It" Every purchase is backed by our 100% satisfaction guarantee. After I ordered my toothpaste and mouthwash, I quickly regretted. However, I was not able to cancel my order so I waited until I received the package. In the process of learning how to return my package (unopened), i learned that customer needs to pay for our own shipping but it was not state on their main page. Most of the people do not do the research on the return policy while they are purchasing the items because the goal is to keep the items but not return them. I believe Modere show states on their website "Love it or Return it" Every purchase is backed by our 100%. satisfaction guarantee MINUS RETURN SHIPPING FEE. If I have known, I probably would not have purchase the first place. I would love to return my items without paying for my own shipping fee. A company stands their products should offer returning shipping fee in my opinion.

  Business Response

  Date: 06/10/2024

  To Whom It May Concern:
  
  Modere wishes to respectfully acknowledge receipt of your correspondence dated May 9, 2024, regarding Complaint ID ********.
  
  As the complainant stated, Modere does have a “Love it or Return it” policy which if reviewed does show the return policy. Also, when checking out, the return policy is posted beneath the order total as a reference point for anyone interested in knowing the return policy. “What is your return policy? Modere offers a 30-day, 100% full refund guarantee on all Modere products, minus the cost of shipping.”
  
  Due to the complainants BBB submission, we’ve removed the monthly subscription so they do not receive any more of the Toothpaste and Mouth Rinse. A full refund of $73.47 has also been issued to the payment used. As a one-time exception, the complainant may keep or discard the product received. The refund should be received within 3-10 business days.
  
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always, it is our desire to resolve any and all matters promptly, completely and to the complainant’s full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of Utah.
  
  Sincerely,
  
  Jon C**********
  Sr. Manager, Training and Data Management
  Modere
  
  Tel:  ###-###-####
  E-mail:  ***************

  Customer Answer

  Date: 06/10/2024

  
  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:02/15/2024

  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 am social marketer with modere and signed up with them , they charged me twice for my sign up fee. I talked to them and they said its not our fault talk to your bank we have received only one time payment. I talked to my bank institution and there was no solution as bank told me to talk back to them its their system charged double. I ended up with nothing as I think the team sitting for financial problem tackling is not very experienced as they do not even know what am I talking about. They keep asking me amount, my reference code and I was with them for a while on call, then they said there is nothing we can do. I ended my call and talked to my spline. No solution from her to. I am so disappointed with the team working there.

  Business Response

  Date: 02/20/2024

  To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated February 15, *************************** ********.
  
  We apologize for any delays. Modere is reviewing notes on the account, emails received, and any charges made to confirm if a double charge was made. If the complainant was charged twice for their enrollment fee, we will take care of refunding the second charge.   
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always, it is our desire to resolve any and all matters promptly, completely and to the complainants full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of ****.
  
  Sincerely,
  
  *****************************
  Sr. ******** Training and Data Management
  Modere
  
  Tel:  ************
  E-mail:  *******************************

• Initial Complaint

  Date:10/27/2023

  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.

  Charges me after o canceled services in 10.2021

  Business Response

  Date: 10/30/2023

  To Whom It May Concern:
  
  Modere wishes to respectfully acknowledge receipt of your correspondence dated October 27, 2023 regarding Complaint ID ********.
  
  Modere has contacted the complainant on October 30, 2023 by email regarding their request. The complainant has an account that was created in 2020 that is charged an annual renewal fee which is the charge in question. Due to time of inactivity and complainants request, the account is being closed. In regard to the requested refund, the complainant has initiated a dispute with the bank. If the dispute can be dropped with the bank, Modere would be happy to issue a refund.
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always, it is our desire to resolve any and all matters promptly, completely and to the complainant’s full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of Utah.
  
  Sincerely,
  
  Jon C**********
  Sr. Manager, Training and Data Management
  Modere
  
  Tel:  ###-###-####
  E-mail:  ***************

  Customer Answer

  Date: 10/30/2023

  
  Complaint: ********
  
  I am rejecting this response because the bank closed the dispute 10/23/2023.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/01/2023

  To Whom It May Concern:
  
  Modere wishes to respectfully acknowledge receipt of your correspondence dated October 30, 2023 regarding Complaint ID ********.
  
  Modere has refunded the renewal fees for 2021 and 2023 back to the original method of payment used. Refunds should be received within 3-10 business days. The complainant has notified that the bank has completed the dispute charge so no refund will be made by Modere to the complainant for the 2023 renewal fee. The complainant has now been refunded for renewal fees from 2021, 2022, and 2023.
  If there are any questions or additional concerns regarding this situation, the complainant may contact me directly. As always, it is our desire to resolve any and all matters promptly, completely and to the complainant’s full satisfaction.
  
  We hope that this resolution is satisfactory to the Better Business Bureau of Utah.
  
  Sincerely,
  
  Jon C**********
  Sr. Manager, Training and Data Management
  Modere
  
  Tel:  ###-###-####
  E-mail:  ***************