I signed up for a "Free" $1.97 trial for teeth whitening online on 10/25/09. Due to an unforeseen circumstance (and the need to travel), I was unable to try the product for over a week and a half. I received a call, indicating that I would be recorded, and the person calling stated that I would be signed up for a monthly "touch-up" service after my trial period. I explained that I hadn't tried the product as of yet and asked how long the trial period was - she explained 30 days. She mentioned that after the 30 days I would be billed on a regular basis. I asked her how I could stop this and she indicated I would need to call to stop the automatic billing. (several times she reiterated that I was being sent the whitening trays, which seemed odd) I asked again - "how long is the trial period?" and she again told me 30 days. On 11/9/09 I was billed $99.77 for Premier Whitening. I called the number listed on my bank charge and it was for Patrick Airforce base. (888.594.9257) - I went to the website and found the customer service number was one digit off and called. I was told that because I hadn't called within the 10 day 'trial period' there was nothing that could be done - an RMA couldn't be issued because the system wouldn't provide RMA's as they were locked out after the 10 day period. I asked to speak to a manager and was told that there was no one there that could help me. I explained that I hadn't tried the product - the package is still unopened and that I could return it - I was told that it wouldn't matter, nothing could be done and that I would have to pay the $99.77 charge. I asked again if there was anything that could be done if I returned the product and was told it was out of his (Eric) control - I asked to speak to a manager and was told that there was no one there that could help me.
I filed a complaint with the BBB and then called my bank to get the charges investigated. I have no problem with shipping and handling or a restocking fee - this company is just plain ruthless when it comes to trying to work something out - I might even have understood if it wasn't within 6 days of the "trial period" (10/25 - 11/10) however there was no willingness to resolve the issue even though I hadn't tried the product which makes then unreasonable and suspect.
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