Id like to take a moment to bring to your attention a very fraudulent process used by this company. On 07/30/03, I visited www.avlimil.com to inquire about your Free 30-day Managed Cycle. From what your site explained, I could try a free, 30-day sample of your product if I paid for the shipping & handling ($4.50).
I made an order for a free, 30-day sample and paid the $4.50 S/H charge on my Visa debit card. When this order was complete, I received my confirmation number (519732) and printed my receipt. To my shock, my checking account was charged $109.50 on 08/04/03. Apparently, they had tried to take these funds out earlier, but they were not available. As soon as I was aware of this transaction, I asked my fiance to call Warner Health Care to dispute this.
I was unable to make this phone call during business hours because my office is very busy and I dont have much time for personal calls. Instead, my fiance was inconvenienced with having to call and wait on hold for 20+ minutes. He was told that I mustve accidentally selected the upgrade option on the website and that I would be receiving a 5-month supply of this product.
This is NOT what I requested, and I would like to believe that if I had upgraded my order, my receipt would show a transaction of $109.50, not the $4.50 it reflects. There was no way I would have made an order for $109.50 because I knew those funds were not available in my account.
Were getting married 09/02/03 and our budget is very, very tight at this time. When my fiance called to find out what was going on, he was told to return the product once it was received, and within 7-10 days we would receive a credit. My account was charged without authorization and they sent us a product we did not want.
On 08/08/03, at approximately 7am (Pacific Time), I spoke to Syliva, who was not helpful in any way. She was very argumentative and adamant this was my own error. After talking in circles with her, I requested to speak to her supervisor. She placed me on hold for nearly 10 mins. only to tell me her supervisor, Sherry, was on another call and she would have to call me back. I gave her my home phone number and Sylvia abruptly hung up on me.
After five (5) hours passed and I had not heard back from anyone, I called back and tried to reach Sherry. After waiting 30 minutes to get through to a service representative, Amber finally answered the line. She informed me that Sherry had never been given a message to call me, but that Amber had just given her my name and phone number and would have Sherry call me.
Another three (3) hours passed, and still no phone call from Sherry. I again called in to the 1-800 number and waited another 30 minutes for someone to answer the line. At that time, I spoke to Linda (I may be wrong on her name). She advised me that Sherry had gone home for the day, but that she could assist me because she was a Senior Representative. I, again, explained my situation, and, again, got nowhere. Both Sylvia and Linda wanted to blame me and were unwilling to work with me. I did not request the 5-month supply nor did I authorize a charge of $109.50.
Each representative I spoke with had the generic answer that I mustve accidentally chosen the upgrade. I have a strong feeling they've done this to many other unsuspecting clients and they were receiving many phone calls like mine. Without knowing the entire situation, this was the excuse they immediately gave my fiance. I find it hard to believe that I could make an order for $109.50, but receive a receipt for $4.50. That is awfully deceitful and Id be willing to bet its illegal.
When I spoke to Linda, I asked her to provide me with a copy of the order I supposedly placed, but she was unable. When I asked her how she could charge my Visa debit card with a copy of the order, she was unable to offer an explanation. It is very poor business to provide an unwanted service and/or product and then charge the client unknowingly. You have no idea how much stress & frustration this has caused me. I had a scheduled day off on 08/08/03 to have my wedding dress bustled & cleaned and to pick up my fiancees tuxedo, but instead, I spent the entire day fighting with Avlimil and trying to have my bank reverse these unauthorized charges.
Asking me to return the 5-month supply and wait for the credit is unacceptable. I cannot have over $100 tied up for an error your company has made. It is now Thursday evening, 08/14/03, and Ive yet to hear from Sherry. (Im not sure how she ever reached a supervisor position because her customer service skills are nonexistent). I received the order over the weekend, but now I must pay another shipping charge to mail it back to you (which I cant afford because youve depleted my bank account), wait until you process the return, and then wait another 7-10 days for the credit to my bank account.
Im looking at roughly 3 weeks to have you return my money that was never yours to begin with. This entire situation is unethical and unscrupulous. I've already forwarded my complaint to the Ohio Attorney General's Consumer Protection Dept, but I'm still out $105.