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Complaint Details
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Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
* 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
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 response
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
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
06/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 response
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
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
10/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charges me after o canceled services in 10.2021Business response
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 response
10/30/2023
Complaint: ********
I am rejecting this response because the bank closed the dispute 10/23/2023.
Sincerely,
****** ******Business response
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: ***************Initial Complaint
10/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
All products not safe ! Cause my ass got swelling! I stop use them and throw away! They product cheap can harm to people !Business response
10/23/2023
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated October 22, 2023 regarding Complaint ID ********.
Modere has received a BBB complaint on October 20, 2023 by the complainant informing that they had an undesired reaction to the product. The complainant also noted they would like “No further contact by the business”. Normally Modere reaches out to the complainant to ensure they are ok and gather any helpful information the complainant can provide. Where the complainant had an undesired reaction, we also have them speak with our Safety Team. Where no further contact has been requested, Modere has refunded the order in full less the $0.28 CO Retail delivery fee to the original payment used. The refund should be received within 3-10 business days. The complainant is welcome to contact directly with any further questions.
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: ***************Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Three years ago, a friend signed me up to sell Modere products as a social media marketer. It is a pyramid scheme so I quickly quit. The company refused to stop sending me emails and there is no option to unsubscribe. I called the company and had numerous email exchanges with whoever runs this scam. They claimed they could not remove my information from the system or my emails. I ended up cancelling my credit card so they would stop charging me for products I did not order. Yesterday, they attempted to charge my credit card AGAIN! Three years later! When I emailed them and demanded that they remove my information from their system, they told me I had to fill out a form (giving them more personal information) to be removed from the program - THREE YEARS LATER these people are still trying to take my money!Business response
07/13/2023
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated July 10, *************************** ********.
Modere apologizes for the inconvenience of the attempted charge and communications received by the complainant. Previous emails were receiving asking to be removed from any emailing list. The complainants account has been cancelled as requested. Information has been removed so no further emails will be sent.
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
**********************
Tel: ************
E-mail: *******************************Customer response
07/15/2023
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
06/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
A year ago I was promoting and using the products. I stopped after a few months and removed the auto ship from my account. I hadnt been charged anything from Modere until recent. I noticed on my last credit card statement I was charged $39.99 with out my permission.Business response
06/19/2023
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated June 17, *************************** ********.
Modere has contacted the complainant on June 19, 2023 by email regarding the complainants unauthorized charge by Modere. The charge is an annual renewal fee incurred while accounts are open. Instructions have been emailed to the complainant how to close the account and receive a refund for the received charge. Once the account is cancelled, the complainant will be refunded in full to the credit card used. The refund may take between 3-7 business day.
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
**********************
Tel: ************
E-mail: *******************************Initial Complaint
06/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Similar issue as others. I made mistake ordering and pretty quickly tried to cancel but was told its shipped!!! What????? How c. They ship things that fast? Its just away for them forcing you to jerk the product and make it difficult to return. **************** sucks!!!! And products dont work I wasted about $300 so far. What a joke.Business response
06/12/2023
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated June 5, *************************** ********.
Modere has refunded the complainant in full, 100% including shipping for the requested order. The refund should be received by the complainant within 3-7 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
**********************
Tel: ************
E-mail: *******************************Initial Complaint
04/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with Modere on 4/11/23, when placing the order you get a message that due to high volume, shipping is taking an extra 3-5 days. Thats on top of 2-4 day processing. I call the very next day (less than 24 hours) to cancel my order, the representative tells me its been shipped and I can refuse the delivery that will be left in my box, down the street. Or, I can pay return shipping, then call them back with tracking number. Wow. So I try the chat, this lady tells me the above two options, plus a third. Or you can pay $17.60 for us to intercept the package. When I told her that I didnt believe it had been shipped and this sounded like a ploy to make people not want to cancel, she got short with me. So when she was ready to dismiss me, I replied that I would indeed pay the $17.60 to intercept. I dont want any of my money going to such a company with such poor customer service.Business response
04/13/2023
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated April 12, *************************** ********.
Modere has contacted the complainant on April 13, ******************************************************************* full to the payment used and a reroute request has been submitted to *** at no cost to the complainant. The refund may take between 3-7 business day.
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
**********************
Tel: ************
E-mail: *******************************
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Customer Complaints Summary
66 total complaints in the last 3 years.
11 complaints closed in the last 12 months.