Proactiv Solution www.proactiv.com Guthy Renker www.guthy-renker.com I started using Proactiv in June 2005 to treat my mild acne. Over the next several months of using Proactiv, I suffered severe outbreaks of skin lesions that I had never experienced before using the product. When inquiring about these severe outbreaks, Guthy-Renker’s unlicensed medical support representatives “consistently” advised me to continue using Proactiv, “You’re just experiencing the ‘normal’ breakout period. Results vary by person, some see results as little as two weeks, others don’t see results until a few months later. So continue to use the product and your skin will get better.” In fact, even a Proactiv representative at the Proactiv Kiosk Queen Center Mall in New York, looked at my face and said exactly the same as the phone representatives. When they learned that the product caused further injuries after the third month or the end of the program, a Guthy-Renker representative said, “You have sensitive skin. You are probably allergic to the benzoyl peroxide ingredient. We do have another kit called the Gentle Formula for sensitive skin. I will rush you this product and it will work for you.” With no improvements to my condition, in late November 2005, I stopped using Proactiv Solution. Despite the advice given to me by Proactiv representatives to continue treatment with Proactiv, I sought the professional care of a dermatologist to treat the severe outbreak of skin lesions. After consulting with the dermatologist, I was prescribed a costly and powerful medication, which helped improve my condition. He also had to inject each of the pimples caused by Proactiv, which was quite painful. However, I have been left with permanent pit-scarring and skin discoloration on my face as a result of the irritation caused by my prior use of Proactiv Solution. I will need to have an expensive laser surgery procedure to reduce this skin discoloration with no guarantee that the damage can be reversed. After watching numerous infomercials where celebrities would endorse a product, I never once questioned if these products were actually used by them. Yet, after I watched the infomercials for Proactiv Solution, it seemed like the celebrities not only used the product, they praised its ability to clear the skin of blemishes. When I was experiencing mild acne, I had high hopes for Proactiv, and the claims that the celebrities, and the company made. As you have read, the results were not favorable; not only was Proactiv ineffective, but it also caused permanent scarring, short term anguish and depression. This could have been avoided by knowledgeable representatives advising me to stop using the product and consult with a professional dermatologist. The issue is NOT whether Proactiv works or not, but what matters is the lack of accountability taken by the manufacturer and its affiliates; and also the advice given to me by the Proactiv reps to continue using the product despite the outbreaks that I reported. I urge anyone considering the use of this product to carefully re-evaluate their decision, and perhaps prevent a lifetime of pain and embarrassment as the result of using “The Answer for Acne.” I am hoping to make it to the news media on a national level. If anyone can help in anyway, please let me know. See before and after pictures on my personal website: www.propassiv.com Watch the video version at: http://www.youtube.com/watch?v=Za3tM2Ruadw
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Cecelia Livernash
We ordered Wen online after we saw their infomercial on TV, and **specifically declined the auto-ordering program** Got the product, and didn’t care for it. We were shocked to see a second charge for this stuff on our credit card the following month. Then a third – we figured that would be it and we’d chalk it up to a bad decision to buy this lousy product. BUT then after the 3rd month – it started all over again with another 1 of 3 charge.(where they charge you payment #1, payment #2, etc each month) We immediately called and said STOP – and told them we had originally told you we did not want the auto-ordering program. They are doing whatever they want – not sure if ‘even legal. They refuse to cancel anything until we return the product – so far they have got $140 out of us for an original $29.95 one time, one product, order (we thought we were making) BEWARE, don’t order ANYTHING from Guthy-Renker, we had the SAME exact problem with them regarding another product ordered from another infomercial – re a rip-off – apparently this is how they do business – YOU’VE been warned.
Annette Stoltzfus
Was supposed to be a one month supply with free shipping s&h one time offer, I requested catalog and free samples of make-up, when received order it was a three month supply and no return shipping label or no catalog no samples, it was Auto payed from my checking account I called and spoke to a supervisor and they”re help led me to cancel my membership I have had for two years and I”m not satisfied with they”re attitude and customer service skills they refused to accommodate me in any way therefore I am sending you this complaint
Yelena Noa
tried to cancell and asked them to please not charge that card # very many times. they keep sending products and i dont want them. the products made my face worse than what it was ever before. If they really record phone calls then im on there quite a bit telling them to not charge that card and to cancell my membership..it continues and they also say i wont b refunded until 4 to 6 weeks later.just for them recharging my card when it was there mistake.
Natosha Warsager
This is my fourth attempt to get something done. I have never, ever ordered anything or received anything from your company however, every month I am getting charged on my Mastercard 23.00 from your company. I cancelled my card and got a new one but You somehow got that info too because you keep charging on the new one also. I don”t know what to do. Iv”e filed a complaint with the federal trade commission today and I guess I need to find out my next step. Other than never getting a charge card again I am at a loss as to what to do. I cannot even imaginge how unethical your company is and how many people you are taking advantage of. It is just wrong.
Madalyn Moyse
they continue to overdraw my account by taking money for an account that has been cancelled. no response when tring to contact by phone.
Clark Pekar
The Guthy Renker vitamins I received through a sheer cover order. Because it was my first order using a card over the phone I didn”t realize that they charge you five dollars to try them, but they continue to send them only this time charging $33. Then another charge showed up on my account a month after I received the vitamins. Today I called and canceled. I told the lady who spoke to me that I was sending the unopened box back and I didn”t want to be sent any more. I had better get my money back. Its enough of a problem having to pay money and time to send it back. Also just to make sure (because of all the similar complaints) i am going to decline any further charges from that company to my account. One more thing I would like to add is that I was greatly disappointed with the product. I can go to a local store and purchase the same vitamins and minerals for less and I have!
Buford Brunnemer
Purchased pro active about 1 year ago…used it…also received a trial of vita clear vitamins… Ok that”s fine, i figure that is a nice bonus for purchasing the skin care kit. I give it all a try for a few months…Skin care was ok but then a $98.82 automatic debit is taken directly out of my bank account for a 3 month supply of vitamins. $98 for a bottle of vitamins that I never wanted or authorized! Every 3 months that is going to just automatically occur. I cancel my skin care. I gave it a shot for about 9 months and i just wasnt that impressed. I didnt request a refund or complain. So I thought I was all cancelled. However I am still receiving bills for $98 on vitamins. I called customer service 3 months ago now to make sure everything is cancelled. I didn”t want any vitamins in the first place. I talked to a woman named LOYDE. I explained the situation and i felt like i had cancelled everything with her. She said they were sad to loose my business and She even had the nerve to tell me she could get my a lower price on the products! SO YOUR TELLING ME I WAS OVER PAYING FOR THE LAST 9 MONTHS!!! Wtf how does that work. So I told her NO THANK YOU AND TO PLEASE CANCEL. Again I never asked for a refund. I just want to cancel. Here I am today calling the same customer service because they still want me to pay $98 on vitamins. Talked to LOYDE AND SHE SAYS NO IM NOT CANCELLED AND I NEED TO PAY IN FULL I cannot return the product. Sorry but this is bs! I”m not throwing another cent to Guthy Ranker. Stand behind your product…don”t pretend to give me a free bonus and then hit me with $98 payment alerts! Any insight or advice is appreciated.
Melonie Livoti
they continue to overdraw my account by taking money for an account that has been cancelled. no response when tring to contact by phone.
June Kumpf
tried to cancell and asked them to please not charge that card # very many times. they keep sending products and i dont want them. the products made my face worse than what it was ever before. If they really record phone calls then im on there quite a bit telling them to not charge that card and to cancell my membership..it continues and they also say i wont b refunded until 4 to 6 weeks later.just for them recharging my card when it was there mistake.
Athena Kaplun
This is my fourth attempt to get something done. I have never, ever ordered anything or received anything from your company however, every month I am getting charged on my Mastercard 23.00 from your company. I cancelled my card and got a new one but You somehow got that info too because you keep charging on the new one also. I don”t know what to do. Iv”e filed a complaint with the federal trade commission today and I guess I need to find out my next step. Other than never getting a charge card again I am at a loss as to what to do. I cannot even imaginge how unethical your company is and how many people you are taking advantage of. It is just wrong.
Marx Mahfouz
When Guthy Renker was a smaller company just starting out, they were very reasonable and there was no deceit in their dealings with their customers. As their business grew, so did their appetite for their customer”s purses and sanity. In direct contrast, customer service levels and respect for their customers have decreased. Let me give you an example. Six months ago in late June, I received a Proactiv pack in the mail (which is supplied recurringly as per the instructions on your account – note there is no option to buy these packs one off). As I was receiving these too often, I decided to cancel my Proactiv account. So I called customer service to cancel all future orders. It took 15 minutes before my call could be answered. I spoke to the representative (they are not Australia-based so can be difficult to understand) and he assured me that my account had been cancelled. The next thing I know – poof! Another order, which I had not authorised, had been placed, and the amount debited from my credit card when I checked my online banking the next day. I was not happy at all, and I was not about to call Guthy Renker and be made to wait to complain about it. I called my bank instead to dispute the transaction. My bank immediately closed the credit card account which had the unauthorised transaction and requested that I write a letter detailing all occurrences which led me to close my account. After sending off the letter, the matter was settled within two weeks. Or so I thought. Following this, I received four letters from Guthy Renker demanding that I pay the amount that I apparently owed for the unauthorised order (which, funny enough, never arrived on my doorstep). I choose the word “demand”, because on their letter, I had two options – 1) pay up or 2) do not pay up or we turn you over to a collection agency. Nowhere on the letter did it state that if I must raise a dispute or have any sort of grievances, please contact… (no number supplied!). I found this quite rude. Of course, I refused to pay what I did not owe and was turned over to a collection agency six months later. I value my time a lot more than money so I ended up paying what they thought I owed. In saying that, I was still very angry and frustrated about the whole thing, which should never have happened in the first place. Guthy Renker are only growing larger everyday because of their celebrity endorsements, not because of their exceptional customer service, or their high quality products, or honesty in dealing with the public. Bottom line from my experience: pay the extra dollar to buy these products elsewhere if you can, do not bother with Guthy Renker or you will end up with a massive headache, and a lighter purse.