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Complaint Details
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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]Initial Complaint
03/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered something on March 16 and cancelled my order a few hours later. The transaction still went to my credit card. I don't want their products and I asked to be unsubscribed and I am very upset that they still felt the need to use my credit cardBusiness response
03/21/2022
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated March 18, *************************** ********.
We understand the frustration the complainant experienced trying to request a refund. In an effort to resolve this issue with the complainant, we have refunded the complainant the order in full. Funds should be back in their account within 3-5 business days.
We sincerely apologize for any confusion or misunderstanding on our part regarding the complainants 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 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
02/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello, my name is ************************* i believe i got a text and i confirmed something about this company Modere in November i think in which they took money out of my account and i seen it again in December, even after i changed my credit card somehow i get my statement and this company is still showing up on my credit card statement and Id like my information dealing with this company rid from their database, i dont know the company and ive NEVER been on their website and have NEVER bought anything from them.Business response
02/10/2022
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated February 8, *************************** ********.
We understand the frustration the complainant experienced receiving an unauthorized charge on their credit card.
In an effort to resolve this issue with the complainant, we reached out by telephone on February 10, 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 complainants full satisfaction.
We hope that this resolution is satisfactory to the Better Business Bureau of ****.
Sincerely,
*****************************
Sr. Manager **************** Training
**********************
Tel: ************
E-mail: *******************************Initial Complaint
01/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Their website acted up causing me to get two orders and be charged twice! I called and spoke with them on 1/18/22 and was told to refuse the order and the full amount of $103.53 would be refunded! Now, they are refusing to honor that! The "do not refund shipping" even if it's their fault! They are trying to keep the shipping charges despite telling me via phone they'd refund everything! I want the FULL REFUND and my account closed!Business response
01/28/2022
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated January 26, *************************** ********.
We understand the frustration the complainant experienced receiving an unauthorized charge on their credit card.
In an effort to resolve this issue with the complainant, we have reached out by telephone on January 28th, 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 complainants full satisfaction.
We hope that this resolution is satisfactory to the Better Business Bureau of ****.
Sincerely,
*****************************
Sr. ******* **************** Training
**********************
Tel: ************
E-mail: *******************************Initial Complaint
12/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has repeatedly charged my credit even though I have never visited or purchased anything from this website. I have had to replace my credit card twice now. This business is untrustworthy and despicable seeing as other people have filled the same claims regarding unauthorized charges. Clearly they are doing nothing to protect their system from fraud or scams.Business response
12/14/2021
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated December 13, *************************** ********.
Modere has contacted the complainant on December 14, 2021 by phone to discuss the unauthorized charges made to their credit card. At the moment the complainant is working with their bank to dispute the charges. Modere understands that this matter has not been fully resolved and has invited the complainant to reach out directly with any additional questions while working with their bank to help in the refund process.
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
11/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 11/02/2021 a $97 charge was placed on my credit card by a company named Modere. I've never heard or purchased anything from this company. Based on other complaints, this company commits this on a regular basis. Something has to be done to stop this fraudulent practice.Business response
11/08/2021
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated November 3, *************************** ********.
We understand the frustration the complainant experienced receiving an unauthorized charge on their credit card. I attempted to call the complainant on November 3, 2021 and left a voice message to call me back in order to help with the refund.
In an effort to resolve this issue with the complainant, we would be happy to issue a full refund if you could call our *************************** at ************ or you can call me directly. In order to issue the refund, we will need the full credit card number only (there is no need for the expiration date or CVV number).
If you would prefer to dispute the charge with the bank, we completely understand and encourage you to do so. We also recommend the current credit card be cancelled to prevent future charges. We are currently taking necessary steps to avoid this situation in the future, for all our customers.
We sincerely apologize. 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 Utah.
Sincerely,
*****************************
Sr. ******* **************** Training
**********************
Tel: ************
E-mail: *******************************Initial Complaint
10/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Had a charge for ***** on my Citi card. Have NEVER bought anything from this company or received anything and have no idea how they got my credit card info. This is a scamBusiness response
11/02/2021
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated October 30, *************************** ********.
We understand the frustration the complainant experienced receiving an unauthorized charge on their credit card.
In an effort to resolve this issue with the complainant, we have issued a refund in full to the payment used. Informed complainant to give 3-7 business days for refund to be received and to contact me if it is not.
We sincerely apologize. 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: *******************************
Tell us why here...Initial Complaint
10/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Between 9/16/21 and 10/28/21 my Citibank Master Card was charged thousands of dollars fraudulently. I have never had any contact with this company, nor charged anything. Why are these charges on my card?Business response
10/29/2021
To Whom It May **************** Modere wishes to respectfully acknowledge receipt of your correspondence dated October 29, *************************** ********.
We understand the frustration the complainant experienced receiving an unauthorized charge on their credit card.
We have attempted to contact the complainant by phone on October 29, 2021 to find the phone number provided is not in service. If the complainant could contact me directly, I would be happy to discuss the charges in order to help with needed refunds.
We sincerely apologize. 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 Utah.
Sincerely,
*****************************
Sr. ******* **************** Training
**********************
Tel: ************
E-mail: *******************************Initial Complaint
10/25/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In August, I discovered twenty charges to my ********* card totaling $1,386.14, made between March and August 2021 for Modere products that I didnt purchase. I destroyed the card, and I reported the incident to MyIDCare. There were also five credits issued for a total of $431.53. I disputed a total of $954.61 with *********. I also contacted a Modere representative at discovery. I provided my credit card number, and the representative verified the total credits and charges on the account. She apologized and said Modere would work to resolve this matter with *********. She would not however provide customer contact or ship to information. Today, I called ********* for an update on my disputed charge of $954.61. Nothing changed so tomorrow I will contact ********* Security Operations. It looks like Modere has a lot of experience handling fraudulent charge complaints from customers who've never heard of them before, enough that a trend has formed on BBB. I believe this deserves more than the attention of the BBB. It deserves the attention of the Utah attorney general's office. Modere hasn't shown any sign that it is genuinely committed to stopping this practice.Here are the list of dates and charges to my ********* credit card. 8/14/2021$177.27 8/10/2021$107.28 8/9/2021-$107.28 8/9/2021$107.28 7/28/2021$62.37 7/18/2021$87.84 7/15/2021$60.28 7/13/2021$61.43 7/10/2021$60.03 6/27/2021$107.28 6/25/2021$116.55 6/24/2021$159.28 6/21/2021$62.28 4/2/2021-$107.28 4/2/2021-$109.69 4/2/2021$109.69 4/2/2021-$107.28 4/2/2021-$109.69 4/2/2021$109.69 3/31/2021$107.28 This is appalling.Initial Complaint
10/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought product from this company back on July 23, 2021. After I received my first package that wasn’t the complete set and the missing item didn't come for another week. I decided to send this all back. This was returned and received by Modere on August 26th, and per their refund policy clearly stated below from Melanie on August 12th via email reply. I was expecting my refund no later than 14 days after it was returned (Sept 9, 2021). It is now October 23rd which is almost 2 full months later and I still have not received my refund. As Modere is a local Company here in Utah, I can’t imagine how this complaint would be a better alternative then to just refunding my money that I was owed over a month ago per their refund policy, I have now been blocked from communicating with them in regards to my $150 refund. Tracking# ********************** See email below from Melanie regarding their return policy: On Aug 12, 2021, at 8:19 PM, Melanie G****** (Modere Service Center)Business response
10/25/2021
To Whom It May Concern:
Modere wishes to respectfully acknowledge receipt of your correspondence dated October 25, 2021 regarding Complaint ID ********.
We understand the frustration the complainant experienced trying to request a refund. In an effort to resolve this issue with the complainant, we have refunded the complainant for the order in full.
We sincerely apologize for any confusion or misunderstanding on our part regarding the complainant’s 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]
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Customer Complaints Summary
51 total complaints in the last 3 years.
13 complaints closed in the last 12 months.