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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received my shipment, the cla was not sealed. everything else was fine, but I reached out and told them it was not sealed and I was not going to take it and wanted to send everything back, I also immediately canceled my subscription. they asked for my email and phone number associated with the account and I have not heard back. I want a refund because I don't want to wait for a new item to be shipped to me, I have purchased collagen in store.
Business response
02/02/2023
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated January 30, *************************** ********.
Modere has contacted the complainant on February 2, 2023 to confirm which product they would like to have refunded. As soon as soon as we can speak with the complainant, this will be resolved and 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: *******************************Customer response
02/06/2023
Complaint: 18953575
I am rejecting this response because:I emailed four days ago stating I am only available via email and also explained again what I explained in my first email sent weeks ago, that there was an issue with my order and everything else was still sealed and I was wanting to send back. I am still waiting for return label so I can have my refund processed adap
Sincerely,
*******************Business response
02/08/2023
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated February 07, *************************** ********.
Modere has received a response from the complainant on February 2, 2023 by email and also February 07, 2023 through the BBB. In an effort to help, weve issued a 100% refund back to the payment used for the full order of $151.03. The refund should be received within **** business days. Weve also sent an email to the complainant on February 08, 2023 about the refund amount issued and no need to return product from the order.
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
01/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company is making false claims, false claims of improving health and fat loss. None of which are accurate or proven. They claims many health benefits, skin benefits, none have or do happen for customers. I myself am out hundreds of dollars, being very unhappy with the products I ask to return them, and I am given a very flat “no”. No questions asked, no one cares WHY I want to return them or if I’m unhappy. When a company sets this strict of a return policy, not even giving you the full 30 days to try them, you know it’s because they don’t want you to have time to see what they will NOT do for you. You have to ask for a return before the 30 days is up to get it approved and get it sent back. Poor product, even worse customer service. Anyone reading this, be warned, I’m trying to warn anyone I can of the false claims.Business response
01/20/2023
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated January 17, 2023 regarding Complaint ID ********.
Modere received a refund request from the complainant on January 10, 2023. An email was sent to the complainant the same day informing them we could issue a refund once a return shipping label was provided showing product was being returned. No further communication has been received from the complainant. Modere has contacted the complainant on January 19, 2023 by email in order to help process the requested 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 Customer Service Training
Modere
Tel: ###-###-####
E-mail: [email protected]Customer response
01/21/2023
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
11/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I postponed my subscription but yet they still charged me. I tried to contact modere and they tell me to refuse delivery when delivered , it hasn’t even been shipped yet . There should be no need . It was a pre approved charge . This is not first time they messed upBusiness response
11/09/2022
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated November 9, 2022 regarding Complaint ID ********.
We understand the frustration the complainant experienced regarding their request to stop an order and receive a refund.
In an effort to resolve this issue with the complainant, we have reached out by telephone on November 9, 2022, and left a voice message. A full refund has been issued for the order in question. If you still need assistance with receiving a refund, please feel free to contact me directly.
We sincerely apologize. 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 Customer Service Training
Modere
Tel: ###-###-####
E-mail: [email protected]Initial Complaint
10/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had originally purchased an item once with my personal CC to try the product. Today, my work CC was charged with a purchase we noticed on the bank statement for Modere. Somehow, the company was able to get my information.Business response
10/31/2022
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated October 31, 2022 regarding Complaint ID ********.
We have left a voice message for the complainant regarding their request and look forward to talking to better understand and correct this matter.
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 Customer Service Training
Modere
Tel: ###-###-####
E-mail: [email protected]Customer response
11/01/2022
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.
Sincerely,
****** *****Initial Complaint
09/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Sep 22, 2022 my credit card was charged $233.20 for something I did not purchase as I have never heard of this company before. I called them and the lady on phone was genuinely nice but could not help beyond telling me the amount had been flagged and the amount should be refunded in **** business days, I am not holding my breath. I am in the process of filing a complaint with my bank as well as this is one of four fraudulent charges on my card. My biggest concern is in how many of the same complaints there are for this business as soon as you ****** their name and on BBB, but they have a A+ rating and the lady on the phone said she had never heard about this happening before. Their security is weak for them to be targeted like this and shame on BBB for continuing to give them an A+ rating even though they don't seem to really make things safer. what a disgrace for both these companies.Business response
09/28/2022
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated September 27, 2022, regarding Complaint ID ********.
Modere has contacted the complainant on September 28, 2022, by phone to discuss the unauthorized charges made to their credit card. Modere has found the charge and issued a refund in full to the complainants credit card on September 24,2022. The refund may take between 3-7 business day. The complainant also confirmed that they have disputed the charges with their bank as well. Additional concerns raised by the complainant have been addressed.
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
08/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received two credit card charges two days apart from Modere - I've never heard of this company, used their products, or visited their site, plus I was traveling when the charges occurred. A quick ****** search shows a ridiculous amount of complaints against this company. How are they still in business?Business response
08/26/2022
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated August 23, *************************** ********.
Modere has contacted the complainant on August 26, 2022 by phone to discuss the charges in questions. The complainant has disputed the charges with the bank and confirmed they have been refunded.
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
08/29/2022
Better Business Bureau:
A representative at Modere called me, and although there was so explanation as to why the charges occurred, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had already contacted my bank and had a new card issued.
Sincerely,
*********************Initial Complaint
05/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have canceled over a year ago thru this company and today 5/22/2022 I log into my bank account and saw a charge from them!! Now I know for a fact there was a person that worked thru this company that would buy things under myself and a friend of mine to make rank. This is not ok!!!Business response
05/26/2022
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated May 22,2022 regarding Complaint ID ********.
We understand the frustration the complainant experienced receiving an unexpected charge.
In an effort to resolve this issue with the complainant, we reached out by telephone on May 26, 2022, and left a voice message for further assistance. If you still need assistance with receiving a refund, please feel free to contact me directly.
We sincerely apologize. 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. Manager **************** Training
**********************
Tel: ************
E-mail: *******************************Customer response
05/27/2022
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.
Sincerely,
***************************Initial Complaint
05/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Modere's product credits were not working on the website correctly, causing me a full charge onto my credit card. When i called to explain the situation, instead of refunding me, they charged me full price- AGAIN. When i called they claimed they did not see the charge anywhere, even amidst me sending over my bank statement. They then proceeded to tell me that they did process the refund. I call back three days later, and apparently the supervisor i talked to LIED to me, because there was no pending refund. 18 days later, still no refund, and i am turning them into my bank as fradulent charges. Great product, shady customer service.Business response
05/26/2022
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated May 18, 2022 regarding Complaint ID ********.
We understand the frustration the complainant experienced receiving a charge instead of a refund back to their credit card.
In an effort to resolve this issue with the complainant, we reached out by telephone on May 26, 2022, and left a voice message. If you still need assistance with receiving a refund, please feel free to contact me directly.
We sincerely apologize. 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 Customer Service Training
Modere
Tel: ###-###-####
E-mail: ***************Customer response
05/31/2022
Complaint: ********
I followed up with an email, thank you.
Sincerely,
***** *********Initial Complaint
05/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have asked to be unsubscribed from their marketing emails about 10 times, followed all steps as directed and am still receiving their emails. This is against the law. I never signed up for these emails.Business response
05/16/2022
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated May 14, *************************** ********.
Modere has contacted attempted to contact the complainant on May 16, 2022 by phone to discuss the email communication. A message was left informing the complainant that their account has been updated to not receive email communications. A direct call back phone number was also provided if the complainant should need further assistance.
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: *********************************** us why here...Initial Complaint
04/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Modere continually tries to run my credit card for an annual renewal purchase for their website when I have not been involved in the company, ordered any products or even have that account active any more for over 3 years. This is clearly credit fraud using saved credit card information on their site because it has gone beyond a reasonable amount of time for credit card annual renewals. This account should have been auto cancelled the first time it didn't auto renew but they still try to hit me with it every year for years later. Laughs on them card hasn't been active for 3 years and now I have an opportunity to sue them for violation of fair practice credit laws.Business response
05/04/2022
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated April 30, 2022 regarding Complaint ID ********.
Modere has contacted the complainant on May 4, 2022 by phone to discuss the attempted charges. No orders have been placed and the account has been terminated per the complainants request. The complainant was very helpful to get the issue resolved quickly.
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 Customer Service Training
Modere
Tel: ###-###-####
E-mail: [email protected]
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Customer Complaints Summary
66 total complaints in the last 3 years.
11 complaints closed in the last 12 months.