LabGenix
Complaint 339590 Details

Hello,

Because I received such good customer service from AT&T I want to alert you to a scam associated with their customer satisfaction survey. At the the end of the survey, the user is directed to a page that offers several "free" trials for a variety of products.

THIS HAS BEEN A COMPLETE NIGHTMARE!

Each "free" offer provides a 30-day supply of product, and as we enter our credit card information for "shipping and handling costs only" the fine print says "After 14 days, unless you call to cancel, [COMPANY] will bill [FULL PRICE FOR PRODUCT] for your 30 day supply, to the card provided." This statement also appears in the order confirmation e-mails.

The problem is that the company only gives the customer 14 days FROM THE DATE OF THE ORDER to evaluate a 30 DAY SUPPLY of the product. In some cases, the product didn't even arrive until after a week, thereby only leaving us less than a week to evaluate the 30 day supply of the product and then call the 800 number to cancel - otherwise our credit card is automatically billed for another full 30 day supply. Moreover, as I discovered today, if you decide to cancel the automatic order the company expects you to return the product AT THE CUSTOMER'S EXPENSE!!

This is a scam. There is no way a customer can be expected to evaluate a 30 day supply of product in less than 14 days, and we certainly did not sign up to return the product at our own expense. Moreover, the "Terms and Conditions" of these companies are blatantly misleading. For example, the Terms and Conditions for the supposedly free "Xtreme Muscle Pro" trial offer says this:

"The cost of the product is $89.95 and you will be billed that price for the initial product sent out and the access to the website if you do not cancel before your 14 day trial has ended. If after your 14 day trial period you wish to continue to receive our product and access to training and coaching, simply do not cancel, and in approximately 30 days and continuing every 30 days thereafter, you’ll be shipped out a 30 day supply of xTreme Muscle Pro for the discounted price of $89.95. If you wish to cancel your order before the 14 day trial has ended, contact us by phone at 1-866-883-4981 and you will not be billed anything further."

And again:

"Satisfaction Guarantee: If you are not satisfied with the product within the first 14 days of your order, simply call or email to cancel and you will not be billed anything further from us."

This is a blatant LIE. Today I spoke with "Amber," the manager of the xTreme Muscle Pro marketing company, Labginix. She claims that another text buried in the Terms and Conditions gives them the right to charge me for the unused portion of the product:

"Cancellation Fee: If you wish to cancel your account without returning the product you may incur a cancellation fee to avoid having to return the product and avoid having to pay the full price of the product. This cancellation fee is a one time charge and may vary but it will always be lower than the full price of the product, however it can be avoided completely by returning the product back to us."

When I pointed out that this is in direct conflict with their supposed "Satisfaction Guarantee" (cited above), "Amber" simply said I needed to return the product or she would charge my credit card again. I was already charged $4.99 when their Terms and Conditions stated that I would be charged only $4.95, so there is already a conflict. You can read their Terms and Conditions at http://xtrememusclepro.com/.

The biggest problem with this scam is that AT&T offered all these FREE PRODUCTS in order to ENTICE PEOPLE TO COMPLETE THE SURVEY. I suggest you immediately cut all relationships you have between your survey company and the marketing company that promotes these scams. Of the four supposedly "free" products we ordered, two of them finally agreed to allow us to keep the product. "Amber" from Labginix/xTreme Muscle Pro made no such agreement, and I haven't gotten through to the fourth company.