deceptive sales tactics

ComplaintsInternet ScamsGuthy-Renker

Complaint

0
Jocelyne Houghton
Country: United States
This complaint is regarding Guthy-Renker,which is the parent company of both ProActiv Solutions & VitaPower supplements. I was a satisfied customer of ProActiv Solutions (acne cleansing system) for years, beginning in the mid-90s (before they used celebrity endorsements).  My mother got the account for me & I used the product for many years; we terminated the account only due to accumulating a stockpile of the product. Cut to this summer, when I opened an account with ProActiv for myself. There was an "Introductory Offer" of the VitaPower vitamins for $3.99, and I accepted it.  There was no information about how much the product was after the "introductory offer." When I received the product, it came with absolutely no paperwork - no receipt, no product information, no contact information, no way to accept or decline an actual subscription to the product.  Due to this lack of information, it was unclear that VitaPower was a separate entity from ProActiv.   The fact that there was no product information, receipt or any other paperwork gave me pause, and I did not want to continue with the product (I didn't try it; I  just didn't see fit  to add more vitamins to my regimen).  I should have taken steps to contact the company, but there wasn't any contact info provided with the product, and I promptly forgot about it ... until a month later when $33.99 was taken out of my account by the VitaPower company.  I did then contact ProActiv for VitaPower's customer service number and promptly called to cancel my unwanted and unsolicited subscription, only to get a very sarcastic attitude from the agent when I declined to listen to his lecture about cancelling without trying the product, and trying to keep me from cancelling the account.  I called back again to clarify about the lack of information about the product & subcription status with the shipment of the product & how it was a suspicious & deceptive tactic, to no avail.  I then expressed my displeasure re: the experience with VitaPower and the (lack of)information given when signing up for the "introductory offer" with ProActiv, whereupon I learned that VitaPower is part of the Guthy-Renker "Family" (umbrella company) and, in short, did not care about my negative experience.  I have subsequently cancelled my account with ProActiv.  It's shocking to me that they would be so unconcerned with complaints regarding these dodgy & cheap sales tactics, given that they actually have competition these days. Boo!

Comments

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  • 0
    Barbara Hastings
    I have used Proactiv for several years, and now my daughters use it for their skin acne.  I'm so sorry to hear all that tried it and did not work, but the main ingredient, benzoyl peroxide has been touted by experts to be the best OTC product for treating and controlling acne.  My daughters love the whole skincare regimen and love how they're skin looks.
  • 0
    n miller
    I used the VitaPower vitamins a while back and didn't have any problems with the company.  I received the free shipment and ordered one other.  
    My question is, does anyone have VitaPower Vitamins that they would like to get rid of?  I would be happy to pay the shipping.  
    Let me know.
    Thanks
  • 0
    GRNC
    | 1 reply
    I too work for Guthy Renker and yes we advise all customers on the Infomercials and sales and the paperwork included with the orders that they will receive further shipments every 30, 35, 90 or 120 days depending on the product. Even had 1 customer shout at me as her husband had used her card to buy DVD's. Not our fault, believe she should be blaming her husband.
    • 0
      Lynn replies to GRNC
      No you don't. I had over 600$ withdrawn form my account because of your so called company. That was within one month. You sent me tones of product in that same time, that I sent back. Your company still charged me the amount for all that product. I had my bank back me up against fighting Guthy! I won! Guess what your company denied loosing and sent me to collections, which still wont acknowledge they lost in the dispute! I'll never buy Guthy products again, and neither will my family or friends. i can't even find a address online anywhere for Guthy, and the Vitapower stuff that was useless. That was sent back. I was told a price of 39.99 and the same there after every month. Your company lied to me, and would not except they committed fraud against me. You can't as a company tell people one price and charge another, and take out near 6x the amount. All product was sent back! I want the addresses so i can add your fake, fraudulent company to my bankruptcy. Of which your company is the only non medical I will have to add. I will not pay for product I do not, have and for a price I did not agree too! I hope your company gets fraud charges brought up against them, and goes out of business. I do not care you will loose your job! Why? Because that's what you get if you work for a company that has no ethics or proper business standards!
  • 0
    Dina
    I was just forced to pay $60 to Guthy Renker for a product I never ordered and returned last year. Is there anyone hearing me now. This company's executives and accountants MUST be jailed for doing that to us. I am not finding the money I earn on the tree, I work hard and support a family of four!!!
  • 0
    Rebecca
    This is a major problem with Guthy-Renker and the ProActive product. they mislead customers, then do nothing to resolve the disputes. Some people have said its the fault of the customer. Not so! When you own a business you have to run it ethically. Just because you are a big company does not mean you can take away the customers rights! They are not ethical, and frequently lie to customers. This is a great product so women want to buy it. That doesn't make their business ethics correct or right! They are not following even basic ethic standards, and business guidelines. I too had an issue with these companies. Based on my experience I tell my friends, and family to not buy these products. That's even though they are quality products. It comes down to ethics, and good business being more important then the quality of the product. I had more then 600$ withdrawn from my account within one month from these two companies. When I fought it with Guthy-Renker, and my bank backing me up. I won! Did that matter? No, because they have debt agencies that they put me with even though I sent the product back. Even though I won the dispute with my bank, they still are pursuing me. The debt agency won't acknowledge the loss in the dispute. This company should face fraud charges, along with what ever other charges that would go along with that. Perhaps even to the effect of them being shut down. They even are fraudulent to the point of hiding their mailing address. You can't find address locations on any of their sites. I highly recommend others avoid this company!
  • 0
    Jessica
    For anyone who needs their main office address. After searching the net endlessly, I found this address. This way if you have disputes you want to put in writing or have lawyers helping you with disputes you can have their address.

    Guthy-Renker LLC.
    41550 Eclectic St # 200  Palm Desert, CA 92260
    (760) 773-9022

    and

    Endless Youth, GRN VITAPOWER

    Endless Youth
    95 Old Shoals Road
    Attn: Returns Dept.
    Arden, NC 28704

    Read more: How to Cancel Endless Youth Vitamins | eHow.com http://www.ehow.com/how_5584581_cancel-endles ... l#ixzz1pUb53szb

    If your having problems with the company and they will not cancel your order. Put it in writing to both these companies. Hope this helps some people with these fraudulent companies. ;)
  • 0
    annie
    For all of you trying to get  hold of Guthy-Renker (Proactive and Sheer Cover), perhaps this will help:


    Guthy Renker Corporate Office Headquarters 
    41-550 Eclectic St., Suite 200
    Palm Desert, CA 92260
    Phone: 760-773-9022
    Fax: 760-773-9016
  • 0
    K
    I had this problem too - it's pretty fracked up how Proactiv is able to seem so legitimate, and even have major celebrity sponsors, when they work so hard to cheat you out of your money. However, a relative of mine is a lawyer, and he gave me some advice I figured I should share (and I'm cross posting this to other sites as well). He told me that you should first call customer service and ask them to cancel your subscription and not charge you anything anymore - it's important to be very clear you don't want anything more to do with them in a polite way, basically, then contact your credit card provider / PayPal / whatever payment method you used saying that you've canceled your subscription to Proactiv and would like to block any further payments to them. I mentioned that I'd seen posts online about how other people had been charged anyway after canceling, which made my absolutely wonderful customer service agent at PayPal take it pretty seriously. In my case, PayPal said I still had a standing payment agreement or something like that with Proactiv - so obviously the Proactiv agent I contacted didn't actually cancel it - but it's important to call first because then you have a legitimate reason to block payments. My PayPal agent canceled the agreement for me right away, and while I don't know if that's going to work 100% since I just did it now, it ought to. The problem a lot of people have, which is how they get you I think, is that Proactiv ups how much your order costs sometimes without telling you (except possibly in small print, which is just as nasty) so that you get charged more, or people just don't pay extra-close attention to their bills so they don't realize they're being charged, and then they don't make their "agreed upon" payment so they "owe" money to Proactiv. And if you owe money to a company you have a payment agreement set up with, you can't cancel it until you pay, which is totally unfair - but trying to get legal recompense or not paying will just cost you more. If that's what happened, you should pay the amount they claim you owe (I know, it sucks, someone really should make a facebook group or something to start a giant lawsuit [not I though, I'm lazy =P]) and then immediately follow the two steps I did; call Proactiv to cancel, then contact your payment method's customer service to block more payments. And one last thing, which is perhaps the most annoying of all: when calling customer service you should be super-polite. Even if it's Proactiv's customer service. Keep your head cool and tell them clearly you would like to cancel your ongoing subscription, wait until they transfer and through the transfer, wait through the spiel at least one agent will give you about all the other "awesome" opportunities they have, and then politely say "No thank you, I would just like to cancel my subscription and not be charged anymore." Keeping your head clear and not getting in any grudge matches with customer service agents will get you through the hassle as fast as possible. (Still not very fast as, like other people have said, Proactiv is totally an evil company owned by Her Imperious Condescension the Batterwitch. but still.) Aaaaaaaaand... that's all the advice I've got! Just know that everyone else is pissed off too, and if we all spread the word about how awful Proactiv is and don't buy it the company will have to go under eventually.
  • 0
    June
    | 1 reply
    All my problems with Proactive started in October 2011. I had been a Proactive user for years. Then I stopped ordering the product. However, I received an e-mail from Proactive stating I could get a special one time only for $5.99 no S & H. I accepted this and ordered it October 2011. I rec'd the product and paid for it by check dated 11-20-11. Lo and behold, in November 2011, I received another package of product from Proactive in late November or early December that I had not ordered or authorized.  I mailed the package back, un-opened in December,however my credit card was billed and the payment was due 1-6-12.  I did not pay this bill.  I called Proactive on 12-22-11 and spoke with CSR Nika.  I told her I mailed package back due to the fact I had not ordered the product and to cancel future orders. She states she saw that the package was returned and that I do not owe. In February, I received another package from Proactive. I was very upset about this and mailed the package back March 9, 2012. In fact I went to the Post Office and mailed it back and paid for a U.S. Postal Service Delivery Confirmation Receipt. It went back Priority Mail. I still have my copy of the receipt. In March, I received a credit card bill, and Proactive was on this bill which was due 4-6-12. I did not pay this bill because I had mailed the product back. I did not think anymore about the matter because I knew I had mailed the product back and that by the time I receive another credit card billing, it would show $0 balance owed. Boy was I wrong. The next bill I received from the credit card showed not only did I owe  for the Proactive, the credit card showed a late fee and a service fee for non-payment. I called the credit card company Citi Cards and s/w CSR Jackie in Billing Disputes. I explained I had sent Proactive back and that I do not owe them. She told me I needed to call Proactive to have them credit my account, then Citi Card would delete payment. I called Proactive and s/w CSR Elisa who informed me they show a ZERO balance as of 4-4-12. A few days later I received a phone call from a supervisor at Proactive. His name was Matt who stated they show a payment due on my account, but it would be credited. I thought the matter was over until I received a collection letter from Citi Cards dated 4-29-12 stating I owe a balance of $36.99 on my account.  When I received this I was furious. I called Proactive again on 5-14-12 and asked to speak with supervisor Matt. I told him I received a collection letter from Citi Cards and because of Proactive, they were messing up my excellent credit. I told him I wanted a letter in writing from Proactive stating I have zero balance and my account closed at Proactive in March. I told him I wanted it wanted it by the next week so I could send a copy to Citi Cards. He assured me a letter would be sent. I have since received another bill from Citi Card stating I owe $73.99, the majority of this being late charges and service fees. On 6-6-12 I again called Proactive and s/w CSR Sherri, and I explained everything to her and told her I was very angry and upset due to the fact my credit is being ruined because I have not received the stated letter. She then had me speak to a special CSR named Ryan and I re-counted the whole story to him. He assured me on 6-6-12 that I would receive a letter from Proactive within 7 days. In the meantime, I have received serveral phone calls throughout the day everyday, even on Sundays, from Citi Cards regarding my bill. I don't even answer my phone and my husband and I both are pissed off. Today is now Tuesday 6-19-12 and guess what? I still have not received the promised letter from Proactive, but so far I have received 2 phone calls from Citi Cards on their wonderful toll-free 1-800-733-1116 number. I called Proactive today and s/w CSR Cindy and told her that since I have not received the letter Proactive was to send and that I'm still being harassed by Citi Card, I want her to give me Proactive's Corporate Address and phone number so I can talk to someone higher up in the home office. She gave me the address for Corporate Escalation , also the e-mail address and a fax number. After I finish writing this complaint I will be trying to contact Proactive's Corporate Escalation office to file an official complaint and I will also try to e-mail them. I am beyond upset at this point. I didn't want to have to get a lawyer, but now I feel I have no other option.
    • 0
      tj replies to June
      They have numerous similar complaints, including that even "cancelling" shipments does not stop continued billing and shipping.

      They are running a cramming scam, shipping and billing for unwanted product under the guise of some "negative option" automatic shipment plan.  typically the terms are hidden in legal boilerplate somewhere.  Doesn't sound like they disclosed them in the email lure they used to wring more money out of you.

      Treat the charges for unwanted product as fraudulent, since that is what they actually are.
      File fraud complaints with FTC and the US Postal Inspector (mail fraud), and file a fraud dispute through Citi for the fraudulently crammed charges.  

      You may still have to pay off Citi, but they may be able to reverse the last two months of charges.
      After you have paid them, ask them (through their executive offices) to waive the negative credit reporting, as it was caused by fraudulent charge cramming by the merchant.

      in the future, NEVER depend on a merchant refund to pay a a credit card charge on time, and ALWAYS file disputes whenever a merchant mischarges you.  Cut off all business with merchants who cheat you, and research any company you intend to do business with BEFORE ordering.  You can find MANY complaints against this company for doing the same thing.
  • 0
    francienolan
    Do NOT order Victoria Principal products or you will deal with a customer service rep who never made it past second grade. The people that work there have no clue what one and one equals. After I received my initial product and called to reorder I had to wait several weeks and call back to see where my items were. I was told one item was backorder. Okay, that's easy. So I resubmitted my order and thought everything was fine. But, NOOOO, that's too easy. Several weeks later I call to see where my stuff is and I'm told one item is backer! Send out the products with a letter updating the customer. Do something. Don't just sit there and act stupid! Forget it. I'll move on to some other white coat sales person who was a cheerleader in high school and thinks she's making the world a better place!
  • 0
    francienolan
    Do NOT order Victoria Principal products or you will deal with a customer service rep who never made it past second grade. The people that work there have no clue what one and one equals. After I received my initial product and called to reorder I had to wait several weeks and call back to see where my items were. I was told one item was backorder. Okay, that's easy. So I resubmitted my order and thought everything was fine. But, NOOOO, that's too easy. Several weeks later I call to see where my stuff is and I'm told one item is back order! Send out the products with a letter updating the customer. Do something. Don't just sit there and act stupid! Forget it. I'll move on to some other white coat sales person who was a cheerleader in high school and thinks she's making the world a better place!
  • 0
    another fish
    I tried the meaningful beauty product - seemed like a reasonable product - when the product arrived it came with a "free gift" of vitimins. I did not order the vitimins. Another shipment of the product came. I called and cancelled the Meaningful Beauty product. Then I got my bill..... showing a bill for vitimins as well as the additional MB product. I called and told Guthy Renker to take the charge for vitimins off my bill, then more vitimins arrived. You betcha I'm going to file complaints with the Attorney General in each state I can find an office for Guthy Renker in starting with CA. For anyone else - here is the web address for the CA AG's business complaint form. https://oag.ca.gov/contact/consumer-complaint-against-business-or-company 
    Deceptive sales practices are used by this company. Silly me, as long as they have been in business I actually thought I would be dealing with a reputable mail order company.
  • 0
    Guthie x employe
    | 1 reply
    I worked for these crooks for 2 years and i can tell you the complaints you are seeing here are but a tiny fraction of what goes on. They target non English speaking people with upsells and its impossible to get anything done there, even "managers" are very really paid more than regular staff and are lured there with unfulfilled promises of a pay rise that never happens, they will never give you anything in writing so they can always come back and say they never said that.
    These guys are a sick cancerous leach sucking the blood from the hard working the elderly and the non English speaking community there business ethics "ha" make me sick and there managers right up to the top are slick devils that can beat you into submission with there words and make you feel like your a greedy [***] for asking for the pay rise that they said they would give you 8 months ago.

    Never buy from them or work for them and you would have avoided a major pitfall in life
    • 0
      betsym replies to Guthie x employe
      Your message is right on the money.   Please read my posting -  I am not saying that all the contracted call center employees are criminals - just the ones who are "GOOD" at their jobs.  Decent people who are hired usually don't stay when they realize what their jobs really are.
  • 0
    mary cross
    What a nightmare trying to cancel my proactive account and there taking so much money outta my account I will never do this again they are thieves!!! I am contacting the bbb about this we need to shut them down!!!!!
  • 0
    Tired of Ignorance
    I have ordered and cancelled subscriptions to both Pro-Active and also to Meaningful Beauty. I had no problem cancelling either, but I went on the websites and read everything first before I ordered. I think that is what is missing in a lot of these situations. You cannot be a trusting consumer and assume anything when ordering products by telephone or online, you have to be on the offence and read all of the fine print before you order. Be an informed consumer, and if you are not, then don't go crying when you get charged. It is your responsibility to read and check things out to protect yourself, no one else's. I'm sorry if you don't like my words, but seriously. If people would just read and pay attention before they get themselves into these types of situations there would be far less issues. Ignorance is not an excuse. Free trials are just that, a TRIAL period. That means they are going to sign you up for further shipments of the order if you do not cancel usually within 7 days. If you can't cancel within the timeframe then don't order them. It really is not that difficult people.
  • 0
    GR worker
    I work for Guthy Renker and the main issue with the customers is that YOU DO NOT LISTEN TO WHAT YOU ARE TOLD, YOU DO NOT READ THE ENCLOSED PAPERWORK, then blame us for your inadequacies. Like for instance I had a customer the other day who has been buying a product for over 5 yrs and being charged every month for the product and has now realized.
  • 0
    betsym
    Due to their deceptive sales tactics, customers are actually agreeing to automatic withdrawls from their credit cards when they order anything from Guthy Renker.  They have call centers which field their calls that are contracted services.  These call centers employees are NOT BACKGROUND CHECKED OR DRUG TESTED!  They actually prefer to hire people who are good at lying to get the customers to continue their "subscription" to whatever product they are taking calls for.  Guess what type of people are good at lying - CRIMINALS!  These employees have access to the customer's credit card numbers - does that give anyone a warm, fuzzy feeling?  I. for one, am very protective of who I give my credit card number to these days.  This is due to someone stealing my credit card number to order online services at a gaming site for $60 which my bank reversed and returned to my account.  Fortunately, I caught them within hours of using it.  PLEASE BE CAREFUL OF WHO YOU GIVE YOUR CREDIT CARD TO!  If they won't take a check for payment, don't do business with them.
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