BioTrust Reviews

Company Response from BioTRUST

Jun 23, 2017

Hi Mr. Ford,

My name is Tim Skwiat from BioTrust Nutrition. I am very sorry to learn that you experienced anything less than a favorable outcome using our product. Can you please contact our Customer Service Department at your earliest convenience? You can reach us by phone at 800-766-5086 or online, visit BioTrust.com and click on the Support tab in the upper right-hand corner).

We take adverse event reporting very seriously. In fact, we work directly with a third-party medical team, which reviews all customer service logs and adverse event reports for best-in-class safety and compliance.

With that in mind, if you could please contact our Customer Service Team at your earliest convenience. We sincerely appreciate your cooperation in documenting your experiences. Of course, we will also provide you with a full refund of your purchase price.

You may also email me directly at tskwiat@biotrust.com. Thank you, Mr. Ford.

Sincerely,

Tim Skwiat

Company Response from BioTRUST

Oct 30, 2017

Hi Robert,

I hope this finds you doing well. My name is Tim Skwiat, and I'm with BioTrust Nutrition. I'm incredibly reluctant to hear that you're not completely satisfied with your recent order and our BioTrust Low Carb protein. I assure you that we will do everything we can to take care of you and win you back as a customer.

For starters, I'm going to have one of our customer care specialists contact you. We stand behind our products with our 100% satisfaction money back guarantee, and I'd like to have one of my teammates personally reach out to you to help you explore your options.

Having said that, our sample-size containers of BioTrust Low Carb are only available in two flavors: Milk Chocolate and Vanilla Cream. Our Cafe Mocha is only available in a full-size container. With that in mind, I'd also like our team to look into this to see if there was an issue on our end in terms of fulfillment.

With that being said, I would also like to send you a complimentary bottle of Cafe Mocha for you to try. Would you be okay with that? If so, I'll coordinate with our customer service team to do so.

With regard to the flavor, while the overwhelming majority of feedback we receive is exceptionally positive, we understand that individual taste preferences most certainly apply. That said, I'm curious to learn how you prepared your BioTrust Low Carb protein shake.

There is a digestive enzyme blend in the product (called ProHydrolase) that helps increase protein absorption and utilization, as well as ensure stomach-friendly digestion. The caveat is that this enzyme blend is "activated" when mixed with liquid when it begins breaking down the protein into smaller chains (i.e., peptides), which can alter the taste substantially. The end result is that the protein shake can taste quite bitter if mixed ahead of time and left to sit for a prolonged period of time (e.g., > 30 minutes).

Please keep an eye out for a contact from our Customer Service team, Robert. I assure you that we'll do everything we can to make this right for you. Thank you for the opportunity to do so.

My best,

Tim

Company Response from BioTRUST

Nov 15, 2017

Hi Mr. Johannessen,

My name is Tim Skwiat, and I'm with BioTrust Nutrition. First and foremost, thank you very much for taking the time to voice your discontent and for allowing us the opportunity to make things right for you and earn your trust and loyalty as a life-long BioTrust customer. While it's our goal to provide all our customers with world-class customer service (which is A+ rated by the BBB), we openly invite constructive criticism, such as yours, as we are committed to continuous evaluation and improvement.

Having said all that, along with the help of our Director of Customer Service and Quality Assurance team, we have reviewed the call history associated with your order. With regard to the first aspect of your review, BioTrust employs Customer Care Specialists in both the United States and India. I do want to emphasize that all of these teammates are employed by BioTrust. In other words, all of our CS team is internal; none is outsourced (e.g., third-party contractors). Overall, BioTrust proudly provides jobs for hundreds of US citizens.

Be that as it may, your feedback is important to us. While we've worked diligently to recruit the best English-speaking offshore agents, who are trained the same way and have access to the same resources as our US-based agents, we understand that there still may be a communication barrier. Along these lines, we apologize for any frustration that you experienced during your interactions with our CS team. Moving forward, I invite you to contact me directly at tskwiat@biotrust.com with any questions or concerns that you may have.

With regard to the second aspect of your review, we are in the process of investigating this further at our fulfillment center. Under normal circumstances, orders ship within 24 hours of being placed, often within the same day. It seems as though your order remained at the fulfillment center well beyond that window, which is unacceptable to us. That's precisely why we're looking further into the matter.

Having said that, we did process a re-shipment as soon as we became aware of the delay. Along those lines, it's my understanding that you should be receiving both the initial shipment and re-shipment within the next 24-48 hours. We are terribly sorry for this inconvenience, Mr. Johannessen. Like I mentioned, we take these matters very seriously, and we're looking into your case from all angles to identify coaching opportunities (within CS) and efficiencies (within our fulfillment center).

I am confident, however, that you will be extremely pleased with our products, and I'm very much looking forward to your feedback. In addition to making myself personally available to you, I'd also like to offer you a $50 gift certificate that you may use in a future order. If you could please contact me at tskwiat@biotrust.com at your convenience so that I can provide you with the coupon code, that would be greatly appreciated.

Once again, please accept our most sincere apologies Mr. Johannessen. Thank you very much for taking the time to offer your honest feedback. While we are remiss to hear that your initial experiences have left a sour taste in your mouth, we appreciate you allowing us the opportunity to make this right and to identify areas where we can improve.

Sincerely,

Tim

Company Response from BioTRUST

Jan 9, 2018

Hi Kathy,

My name is Tim Skwiat, and I am the Director of Scientific Affairs with BioTrust Nutrition. I keep an eye on websites like HighYa because our goal is to ensure that our customers enjoy world-class customer service and an all-around positive experience.

Before I go any further, I want to say that I am deeply sorry to hear that your husband was hospitalized. I do hope that he is doing as well as possible. Our thoughts and prayers go out to you and your husband.

I'm regretful to read your review and to learn that you experienced anything less than the best. Having said that, I assure you that we will do everything we can to make this right for you. I will begin by forwarding your name and review to our Customer Service Department. As soon as we locate your contact information, one of my teammates will be reaching out to you to take care of you.

If this is not resolved to your satisfaction, can you please contact me directly at tskwiat@biotrust.com? I will make certain that you are taken care of.

Sincerely,

Tim Skwiat

Company Response from BioTRUST

Mar 13, 2018

Hi Gloria,

I hope this finds you doing well. My name is Tim Skwiat, and I'm with BioTrust Nutrition. I'm remiss to hear that your expectations were not exceeded with BellyTrim XP. After all, our products are created to work, and along those lines, we expect BellyTrim XP to help produce meaningful reductions in body fat and/or improvements in calorie-burning lean muscle when used as directed, alongside a healthy diet and regular exercise program.

Having said that, you are completely protected by our one-year money-back guarantee. Since you are not satisfied, a member of our customer service department will be reaching out to you to assist you with a prompt refund of your purchase. Please contact me directly at tskwiat@biotrust.com if you have any additional questions or concerns. We are here to help and happy to do so.

My best,

Tim

Company Response from BioTRUST

Apr 6, 2018

Hi Michael,

I hope this finds you in the best of health and spirits. My name is Tim Skwiat, and I'm with BioTrust Nutrition. I'm very sorry to hear that you're not completely satisfied with our products and your experiences. It's our goal to provide our customers with best-in-class products and world-class customer service, and anything short of that is disappointing to us.

Having said that, it sounds like you selected one of our subscription offers during the checkout process, and that's why you were subsequently billed $49. Along those lines, you should have received a shipment of the selected product -- or it should be on its way. The point is that it sounds like you were unaware of this election, and I completely understand how that would be upsetting.

All that being said, I have forwarded your complaint to our customer service department, and one of our customer care specialists will be reaching out to you shortly to help resolve any/all issues that you've identified. You're the customer, and you're absolutely right, we want you to be in the driver's seat. I assure you that we'll do everything we can to take care of you.

If you have any additional difficulty, please don't hesitate to follow up with me directly at tskwiat@biotrust.com. I will make sure that we do right by you.

My best,

Tim

Company Response from BioTRUST

May 25, 2018

Hi Yevette,

I hope this finds you in the best of health and spirits. My name is Tim Skwiat, and I am a BioTrust employee. I'm reluctant to read your review and to find out that you're anything less than completely satisfied.

I have contacted our Customer Service Team, and one of our Customer Care Specialists will be reaching out to you -- if you haven't been contacted already (by the time this response is published) -- to make sure that all your concerns are addressed to your satisfaction. We will take the following actions:

1. We will refund you $39.99 for the product that you were shipped.

2. You do NOT need to send anything back.

3. Any future shipments/subscriptions have been canceled.

Is there anything else that we can do to assist you? If so, please let our Customer Service Team know, or you may contact me directly at tskwiat@biotrust.com.

Thank you for the opportunity to serve you, Yevette.

In Health,

Tim

Company Response from BioTRUST

Jun 13, 2018

Hi Sy,

I'm so sorry to hear that you're having so much trouble getting in touch with us. How have you been trying to reach us? What email address have you been sending to? Have you tried calling us?

With the limited information provided here in your review, I'm not able to accurately locate a customer profile. Can you please email me directly at tskwiat@biotrust.com? I will make sure you're taken care of.

Thank you,

Tim Skwiat

BioTrust Nutrition

Company Response from BioTRUST

Jul 31, 2018

Hi Mary,

I am very sorry to hear that you received the wrong flavor of your trial sample of BioTrust Low Carb. I am sure you were looking forward to trying the Milk Chocolate flavor, and I can imagine your disappointment when you opened the package to find a container of Vanilla Cream.

We take full responsibility for the mix-up, and we will make this right for you. For starters, we're going to send you a full-size container of the Milk Chocolate flavor at no additional charge to you. Also, there's no need to send back the trial sample of Vanilla Cream. Please share it with a friend or family member.

I am going to see if we can locate your account in our system given the details you've provided. However, to ensure that we remedy this as quickly as possible, can you please email me at tskwiat@biotrust.com so I can verify your shipping address?

Please accept our most sincere apologies, Mary. We greatly appreciate you allowing us the opportunity to make this right for you.

My best,

Tim Skwiat

PS - Did you happen to contact a member of our Customer Care Team to report this incident?

Company Response from BioTRUST

Jun 1, 2022

Hi Stephen,

We completely understand your concerns and cannot express how sorry I am for the troubling experience you are having and the frustration that you must be feeling. I would feel the same way if I were in your shoes, Stephen. We are an honest nutrition supplement company and it was definitely not our intention to deceive you in any way.

We appreciate this feedback and will pass it along to upper management for further review. In the meantime, please call our Customer Service team at 1-800-766-5086. Mon-Sat 9 am - 6 pm ET or email us at support@biotrust.com and we will be more than happy to see what we can do for you further.

Sincerely,

Coach Jen

Company Response from BioTRUST

Jun 30, 2022

Hi P Kuester,

We completely understand your concerns and cannot express how sorry we are for the troubling experience you are having and the frustration that you must be feeling. We would feel the same way if we were in your shoes. We are an honest nutrition supplement company and it was definitely not our intention to deceive you in any way.

Please know that we take your feedback very seriously, and we’ll be certain to submit it to the appropriate parties within our organization for further review and consideration.

In the meantime, we do want to advise that we offer many specials and promotions on our products constantly. You can also save by taking advantage of our 3-bag or 6-bag bundle deals as well. Or tune into our Facebook page every Tuesday for Trivia. You will have a chance to win 3 free BioTRUST products every week! Thank you so much for sharing your thoughts with us. We sincerely appreciate it and appreciate you!

Sincerely,

Coach Jen

Company Response from BioTRUST

May 28, 2015

Hi Keith,

I hope this finds you doing well! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition.

First and foremost, on behalf of Josh, Joel, and the entire BioTRUST Team, I'd like to thank you for your recent order. You sound like you put an extraordinary amount of time and effort into your research of supplements, and we applaud you for doing so. As you cited, we do too, and if you're interesting in reviewing any of the randomized, double-blind, placebo-controlled studies that we cite, please don't hesitate to let me know; I'll be happy to share them with you for your reference.

Also, I'd like to thank you for taking the time to share this well-written, well-thought-out review. I keep a close eye on independent review sites like these because, at BioTRUST, our number one goal is to ensure that our outstanding customers like yourself are completely satisfied. In fact, BioTRUST has an A+ rating with the Better Business Bureau, a reflection to our commitment of excellent customer service. It's much easier to ensure customer satisfaction when the lines of communication are as strong and clear as yours. So, thank you.

Overall, we welcome all customer feedback and testimonials, and while the majority of that is positive, we accept negative criticism with open arms as well. We are committed to excellence, and who better to tell us how to improve than our loyal customers.

While you didn't mention a product specifically, I am going to assume that your review pertains to Brain Bright, as it is our only tablet formulation. Along those lines, it is my understanding that our R&D department is considering a transition to a capsule-based formula in the future.

With that being said, I'd be happy to address any of the "other ingredients" that may concern you. As you mentioned, there are folks on either side of the fence that may lead you to believe one thing or another about these ingredients.

At BioTRUST, we are a science-driven company, and all of our products, including Brain Bright, are made with natural ingredients and designed with both safety and efficacy in mind. This goes for the inclusion of Excipients as well.

All of those used are considered safe and inert, and they are included in accordance with the FDA's law that they "meet the same requirements as substances added to conventional foods." In other words, these ingredients must be used either in accordance with a food additive regulation or be considered GRAS for the intended use.

Further, each of these ingredients may be located in the Pharmaceutical Excipients handbook where extensive information, including safety data and regulatory acceptance, can be found.

With that being said, I'll be happy to make myself available to you for any additional information or questions that you may have. When it comes to optimizing your health, fitness, and vitality, we know you have many choices, and we sincerely appreciate you choosing BioTRUST. I want you to know that we're here for you every step of the way, and if there's anything that I can do to guide or support you, please don't hesitate to let me know. I can be reached by e-mail at tskwiat@BioTRUST.com.

Thank you, Keith!

Sincerely,

Tim Skwiat

Director of Nutrition and Exercise

Company Response from BioTRUST

Jun 4, 2015

Hi Keri,

I hope this finds you doing well and in great health! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition.

I'd like to thank you for taking the time to share this well-written, well-thought-out review. At BioTRUST, our number one goal is to ensure that our outstanding customers like yourself are completely satisfied. In fact, BioTRUST has an A+ rating with the Better Business Bureau, a reflection to our commitment of excellent customer service. It's much easier to ensure customer satisfaction when the lines of communication are as strong and clear as yours. So, thank you.

Overall, we welcome all customer feedback and testimonials, and while the majority of that is positive, we accept negative criticism with open arms as well. We are committed to excellence, and who better to tell us how to improve than our loyal customers.

If you don’t mind, I’d like to take a moment to speak to your concerns, and I also want to make sure to make myself available to you for any additional questions or concerns that you may have. With regard to our advertising, we appreciate your feedback, and we will be certain to pass it along to our Marketing team, which does extensive testing to find the most customer-friendly methods to deliver high-quality information about our products.

If you’re not particularly fond of watching the educational videos that we’ve prepared, I invite you to simply visit BioTRUST.com to learn more about our products. There, you can learn about our entire line of premium products made with natural ingredients. You can view the Supplement Facts, ingredients, and recommended use, and you can also read about the products (including all of the supporting research studies) at your own pace.

With regard to the package options presented during the checkout process, we share these as a courtesy to our customers. For instance, many customers may not know about our entire line of products, and these suggestions during the checkout process provide them with additional options that other customers who have made similar purchases have also chosen. As noted, these are often provided at a special discounted rate as a reflection of our gratitude toward our loyal customers.

BioTRUST supplements are premium products made with natural ingredients. We only use the best ingredients, in the most effective forms, at optimal levels (i.e., amounts proven efficacious in research studies), packaged in the most efficient delivery systems to create products that are better than anything else on the market from a quality, safety, and effectiveness standpoint.

Yes, this is reflected in the price tag, but we do offer a number of ways in which customers can take advantage of significant savings. For instance, we offer discounted bundles, monthly ship-and-save (with discounts and free shipping), and regular coupons (as you mentioned) through electronic and regular mail as well as social media outlets.

Ultimately, we are committed to customer satisfaction—and your results. In addition to our products, we have a number of free resources available to ensure our customers’ success, including our free BioTRUST Community and Coaching Forums, our daily newsletter, and over a dozen free eBooks.

As far as the reviews that you see online, these are not paid advertisements. BioTRUST has many affiliates who promote our products to their subscribers because they themselves use them, believe in them, and recommend them. Further, there are numerous independents websites online where you can view customer testimonials. There are two verified review sites (including this one) on which BioTRUST has a 4-star (out of 5 stars) rating. What’s more, you are more than welcome to visit out Online Community to interact with other real customers like yourself.

With regard to LeptiBURN, I am very sorry to learn about your experience. There is a warning on the label that states, “Do not take with any product containing caffeine or any ingredients with a known stimulant effect.” With that being said, we take adverse event reporting like this incredibly seriously, and along those lines, I’d like to make sure that I collect some additional information from you about your experience.

At BioTRUST, we believe in a lifestyle approach to optimizing health, body composition, and vitality. Such an approach involves good nutrition and health eating habits, regular physical activity, better sleep quality, adequate hydration, and proper stress management. Supplements, which should be selected on an individual basis based on goals and a needs analysis (and we have expert coaches available to help with this), are meant to be an addition. In other words, our scientifically-backed supplements are designed to make a good plan markedly more effective and efficient.

For instance, in a double-blind, randomized, placebo-controlled study, healthy, overweight participants received 300mg of IGOB131 (the exact same Irvingia gabonensis extract and exact same amount found in two daily servings of LeptiBURN) or a placebo for 8 week. After just 4 weeks, the folks taking the supplement lost, on average, over 8 pounds, and after 8 weeks, they had lost an average of 16 pounds, which was over 5 times the amount of the placebo group.

Another example is Metabo379. The safety and efficacy of its primary ingredients have been demonstrated in two randomized, double-blind, placebo-controlled human studies. Folks who supplemented with SIGMALean (the primary ingredient in Metabo379) for 8 weeks (combined with a modest reduced-calorie diet and moderate physical activity) lost, on average, nearly 4 times more weight than the placebo group (i.e., diet and exercise alone). If that’s not impressive enough, the folks taking SIGMALean lost over twice as many inches from their waist and hips, significantly improved quality of life, boosted confidence, and optimized health (i.e., decreased cholesterol, triglycerides, blood sugar).

With regard to Pro-X10, I’d be interested to learn more about your experiences. In many cases, your initial intuition is on point. In other words, what you noticed may be attributable to a favorable conversion of the gut microbiota. One of the primary tasks of good bacteria is to damage or kill pathogenic bacteria, something that is done by secreting chemicals, changing the pH of the environment, or simply crowding them out.

In other words, there’s a constant life and death struggle between good and bad bacteria, and the bad guys don’t always go quietly. Many experts suggest that temporary reactions such as minor bloating or a mild laxative or constipating effect are signs that the beneficial bacteria are remodeling, detoxifying, and improving the gut environment. There are a number of things that one can do to help in a situation like this: decrease (or, in some cases, increase) the amount taken; make sure you’re taking probiotics with food; add digestive enzymes; stay hydrated (i.e., drink plenty of water); and give it some time (which it sounds like you did do).

With that being said, it may also be important to look into any potential food sensitivities. In certain instances, some folks may experience gastrointestinal issues due to prebiotics (e.g., Actazin), which serve a very valuable function acting as “food” for the probiotics and helping them proliferate. These prebiotics are often soluble fibers may result in digestive symptoms in some people.

Company Response from BioTRUST

Jul 11, 2015

Hi Cindi,

I hope this finds you doing well! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition.

First and foremost, I’m very sorry to hear that you are not realizing the progress that you expected, and I’m terribly sorry to hear that you feel cheated. I want to reassure you that the latter is not true, and I’m here to make sure that you're completely taken care of; in the case of the former, I also want to let you know that I’m going to be here for you every step of the way to ensure your success.

I did want to mention that this review site is a third-party webpage that has no affiliation with BioTRUST. However, I keep a close eye on independent review sites like this because our number one goal is to ensure that our outstanding customers like yourself are completely satisfied. In fact, BioTRUST has an A+ rating with the Better Business Bureau, a reflection to our commitment of excellent customer service.

With that in mind, I do want to remind you that, while our products are designed to work and based on extensive amounts of peer-reviewed research, if for any reason your are not completely satisfied, you’re always protected by our industry-best 1 YEAR Money Back Guarantee, which you can learn more about on our website (BioTRUST.com).

Along those lines, if you would be interested in a refund/exchange, please feel free to contact our Customer Service Department at your convenience, and one of our Customer Care Specialists will gladly assist you:

(800) 766-5086
Support@BioTRUST.com

Generally speaking, we do advise folks take our products as recommended for at least 60 days to full assess their effectiveness. While studies on many of the individual ingredients have been shown in human clinical trials to yield significant results in less time, the research generally suggests more profound health, weight management, and wellbeing benefits with more prolonged, consistent use (e.g., 8 – 12 weeks). Along those lines, one thing that also bears consideration is how progress is being measured (e.g., body composition, waist/hip circumference, food journals, etc.).

With that being said, I know that you chose BioTRUST for a reason, Cindi, and at BioTRUST, our ultimate goal is to help you achieve yours. With that in mind, I’d like to extend my personal coaching services to you completely free of charge. I’d like to get to know you better, and I’d like to learn more about your goals. In other words, I want to better understand where you are now and where you want to be.

Our high-quality, research-backed supplements are designed to complement a lifestyle-based approach to optimizing health, body composition, and performance. I’ll be here to help you navigate your journey and optimize your nutrition behaviors, physical activity patterns, stress management, rest and recovery, hydration, and more. In fact, I’ll be here for you every step of the way to guide you, support you, and encourage you.

With all of that in mind, I encourage you to reach out to me for personal coaching at tskwiat@BioTRUST.com. I’m here to help and happy to do so. Alternatively, if you would like to explore your refund/exchange options, please contact our Customer Service department at your convenience. We look forward to hearing from you and helping you achieve your health and wellness goals.

Sincerely,

Tim Skwiat
Director of Nutrition and Exercise

Company Response from BioTRUST

May 13, 2016

Hi Wendy,

I hope this finds you in the best of spirits, and I hope that you have enjoyed a nice week. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition, as well as a member of the BioTrust Science Team and Fitness Team. I’m reaching out to you today because I received notification from this website that your review was just published today (May 6). [Note: I initially submitted my response on Friday, May 6.]

I am remiss to read your review, and I’m terribly sorry to learn of your disappointment. My hope is that you allow me the opportunity to do everything I can to take care of you and ensure a completely positive all-around experience.

Before proceeding, I do want thank you and commend you on leaving such an elaborate review of your experiences. We graciously accept customer feedback with open arms, and while the majority of that is positive, we invite constructive criticism as well. After all, who better to tell us how we can improve than our customers. Our goal is to provide you not only with the highest quality, most efficacious products but also world-class customer service.

To speak to the theme of your review (i.e., money-back guarantee), we most certainly stand behind our products 100 percent, and your satisfaction is guaranteed. If you are unhappy with the products, we will promptly and cheerfully issue you a refund even on empty bottles. You can find the details of our return/exchange policy on our website; simply select the Return/Exchange Policy link from the bottom of any page on our site.

As noted there, in order to get said refund, we do require that empty and unused bottles be returned within 1 year accompanied by a return merchandise authorization number, RMA, which will allows our distribution center to associate the returned package with your account. If you decide to return the products immediately after receiving your order, you are more than welcome to do so. Just give our customer service team a call or e-mail, and one of our customer care specialists will cheerfully assist you.

That said, we know that you came to BioTrust for a reason, and I do hope that you allow us and our products the privilege of accompanying you on your journey to improved health and fitness. After all, you are protected by the one-year money back guarantee, and we will refund even empty bottles; so, it’s worth giving the scientifically-backed products a shot. I would like to make myself available to you as your own personal nutrition and exercise coach. I would consider it an honor to provide you guidance, support, accountability, and encouragement as you progress toward your goals. Please feel free to contact me directly at tskwiat@biotrust.com at your convenience.

Speaking to your concern about the e-mails, I’m very sorry to hear that you don’t find our daily health and nutrition tips to be beneficial to you. The overwhelming majority of our customers look forward to reading our newsletters, learning about the most recent research, and gathering advice on how they can improve their health and fitness. If you would like to unsubscribe, however, you are more than welcome to do so at any time. You can do so by accessing our Support portal on our website, or you can simply scroll to the bottom of any e-mail newsletter and select Manage Email Subscriptions to your preference.

With regard to our free reports, I’m sorry to learn about your disappointment. We spend an enormous amount of time and resources in creating these free resources for our customers. We do provide them in electronic format (i.e., eBook), as our customers have informed us that this is their preferred format. This also allows us to provide our customers with the information sooner, and it also allows us the opportunity to create more of these valuable resources faster.

With all of that being said, Wendy, I invite you to contact me at your convenience. We’re here for you, and our ultimate goal is to help you achieve yours. I look forward to the opportunity to make this right for you and turn your 2-star review into a 5-star experience!

My best,

Coach Tim

Company Response from BioTRUST

Nov 6, 2016

Hi P Connell,

I hope this finds you doing well. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust.

I would like to start by saying thank you very much for taking the time to share your feedback. We've worked incredibly hard to build our company over the last several years, and there is still room for improvement. Honest, constructive feedback like yours is truly helpful in serving our customers and providing them with the best products and most enjoyable experience.

I'd like to make myself available to be your personal coach and concierge. I am confident that we have the best products on the market, and I would like to do everything I possibly can to earn your business and help you achieve your health and fitness goals.

Please contact me at your convenience at tskwiat@biotrust.com. I look forward to speaking with you.

My best,

Tim

Company Response from BioTRUST

Mar 8, 2017

Hi Marion,

I hope this finds you doing well. My name is Tim Skwiat, and I am responding on behalf of BioTrust Nutrition. First off, I am very sorry to hear that you are not completely satisfied, and I want you to know that we'll do everything we possibly can to take care of you.

As far as returning products (either empty or unused bottles), we ask that you contact our Customer Service Department directly so that we can provide you with a Return Merchandise Authorization (RMA) number. This allows us to track where returns are coming from and to provide the appropriate refund.

Our headquarters are indeed in Austin, Texas, and that's why you see that address on our website. However, our distribution center is in Colorado, and that's where we ask that returned products are shipped. Our Customer Service Department provides the address along with the RMA number and directions for return.

Having said all that, in reviewing the notes associated with your order, I see that we provided you a full refund ($528 USD) for your order. Our one-year satisfaction guarantee entitles customers to either an exchange or refund. Since you received a refund, we are not able to also provide an exchange. I believe this is why Customer Service suggested that you order from the website.

That said, I will request that Customer Service sends you two complimentary bottles of Metabo379 for any trouble that you experienced. We value you as a customer, and we want to do everything we can to ensure that you're taken care of. Please feel free to contact me directly at tskwiat@biotrust.com if you have any additional questions or concerns.

My best,

Tim

Company Response from BioTRUST

Nov 17, 2017

Hi Julie,

I hope this finds you doing well. My name is Tim Skwiat, and I am with BioTrust Nutrition. I'm remiss to read your review. While we conduct extensive testing to ensure that BioTrust Low Carb BioTrust Low Carb (which contains no artificial sweeteners and instead is sweetened naturally with stevia, inulin, and Swerve) is the best-tasting protein available on the market today. We understand that individual taste preferences vary significantly.

And while the majority of our customers are head over heels about the flavor of BioTrust Low Carb, we appreciate that not everyone will agree. That's precisely why we stand behind all our products with our 1-year money back guarantee. Along those lines, I have requested that our Customer Service team refund you for the $4.95 that you paid in shipping.

Having said all that Julie, I want to reassure you that your feedback is very valuable to us, and I will gladly pass it along to our R&D team for consideration. We're in the business that is constantly improving, and who better to tell us how we can do that than our trusty customers. With that being said Julie, I would be curious to hear which flavor you tried and how you prepared your BioTrust Low Carb. At your convenience, could you please email me at tskwiat@biotrust.com? I would also like to offer you a complimentary bottle of another flavor to see if you have the same experience. I look forward to hearing from you.

Sincerely,

Tim

Company Response from BioTRUST

Feb 5, 2018

Hi Andy,

My name is Tim Skwiat, and I am the Director of Scientific Affairs with BioTrust. My teammates and I keep tabs on review sites like HighYa in an effort to provide our customers with world-class service and an overall positive experience. Along those lines, I'm very disappointed to learn that you experienced anything less.

Having said that, I do want to clarify that while we do offer a money-saving monthly subscription option for our products (20 percent off and free shipping), our customers are not obligated to choose that program. That is an option that can be selected or declined during the checkout process. Along those lines, I'm sorry that you accidentally enrolled in the program and had to go through the trouble of deactivating your subscription. I will, of course, pass along your complaint to our marketing team for review.

I have confirmed with our customer service department that you have been issued a partial refund for the first container that you were sent, which you, of course, are welcome to keep. Along those lines, I'd be curious to get your feedback on what you think of the product.

Please accept our most sincere apologies, Andy, and please let us know what else we can do to make this right for you and earn your trust as a BioTrust customer. You are more than welcome to contact me directly at tskwiat@biotrust.com.

Thank you,

Tim

Company Response from BioTRUST

Feb 15, 2018

Hi Susan,

I hope this finds you doing well. My name is Tim Skwiat, and I am with BioTrust Nutrition. I am deeply disheartened to read your review and to find out you're anything less than perfectly satisfied. Having said that, we sincerely appreciate you taking the time to provide your feedback. It's our goal to provide our customers with world-class customer service and an overall positive experience, and we know that there's no one who can better tell us how we can improve than our valuable customers.

I'd like to take a moment to speak to your concerns. I do want to note that given the limited information you've provided (e.g., only a first name and city of residence), I'm not able to locate your customer profile or order history. However, if you would be so kind as to email me directly at tskwiat@biotrust.com, I assure you that we will look into everything as thoroughly as possible.

1. With regard to the offer you mentioned, we do send customers a free sample-size container of our protein. We only ask that customers help by paying the cost of shipping and handling, which was $4.95 in this case. While we advertise free protein, we make every effort to make the shipping charge very clear (e.g., "Just pay shipping.") What disturbs me, however, is that you said that a representative from BioTrust told you there was no such record of the charge. I would very much like to look into this further. If you could please contact me at your convenience with your order number, I will absolutely do so.

2. For folks who sign up for our monthly subscription, we charge their account when the order is processed, which occurs immediately prior to the order being shipped (just like if you placed an order via Amazon).

3. This is an excellent point, Susan, and we are in the process of refining how we communicate with our customers. While many of our customers appreciate the frequent emails with money-saving coupons and valuable information (e.g., podcasts, blog articles), we are listening to our customers like yourself who are requesting fewer email communications. Expect changes to this in the very near future.

4. We are also diligently working on our online customer portal. While we try making canceling or changing your subscription easy by calling our customer service, we understand the demand for an online interface where you can make adjustments without calling. It seems like it would be a simple implementation, it turns out that it's quite a time and labor-intensive. However, it's something that we're working on at the moment and anticipate rolling out to customers soon.

Having said all that, I reiterate my apologies for any frustration that you experienced. Please know that your feedback is valuable to us, and we're working tirelessly to make improvements to meet the evolving demands of our customers. Please also contact me directly at your earliest convenience. I not only want to make sure that you're completely taken care of, I'd like to send you a free product for taking the time to share your feedback and letting us know how we can better serve our customers such as yourself.

My best,

Tim

Company Response from BioTRUST

Aug 31, 2018

Hi Nadezhda,

I hope this finds you in the best of health. My name is Tim Skwiat, and I am a member of the BioTrust Team. I am saddened and disappointed to read your review and to learn that you are any less than completely satisfied and that we fell short of your expectations.

If you were so kind to allow me the opportunity, I would like to do whatever I can to make this right for you. For starters, could you please let me know how you attempted to contact us by email? Our customer service team takes pride in responding to every email that's received, and if there is an issue with one of our email addresses, we would greatly appreciate you helping us identify that so we can take the steps necessary to address the problem.

As far as our email communications, that is currently our means for direct communication with our customers. Along those lines, we do offer a variety of subscription options so that customers can customize their communication experiences. Having said that, we are always open to customer feedback so that we can improve the customer journey, and with that in mind, if you have any recommendations on how we can improve our communication, I invite you to share with me at tskwiat@biotrust.com

As far as product documentation (i.e., quality and safety), we gladly provide product documentation upon request. Is there something specific that you are looking for? If so, I will happily send you verification of product quality, purity, potency, and safety. Please email me at tskwiat@biotrust.com.

As far as our money-back guarantee, the details of our return and exchange policy are published on our website. Unfortunately, I cannot provide a refund for any return expenses. However, I will gladly send you a complimentary product of your choice.

Please feel free to contact me directly at tskwiat@biotrust.com at your convenience, Nadezhda. I greatly appreciate your consideration in allowing us to earn your trust as a customer. I assure you that I will do everything I can personally to make things right for you.

Sincerely,

Tim Skwiat

Company Response from BioTRUST

Feb 28, 2019

Hi Tom,

I hope this finds you doing well. My name is Tim Skwiat, and I am a member of the BioTrust Team. We appreciate you taking the time to share your review, however, we are remiss to learn that your expectations weren't completely exceeded.

I deeply admire your review, and I think it's fair and helpful. To your point, we recommend using our products as part of an overall healthy lifestyle. In other words, they're not intended to be a replacement for healthy habits; rather, they're intended to complement them, fill gaps (where appropriate), and help augment outcomes.

And, generally speaking, we echo your summary that most of us would benefit from eating better (and a bit less) and moving more. As simple as that advice may be, we've found it's not complete. And that's why we provide a whole slew of free resources (such as recipes, blog articles, a podcast, and a complimentary coaching community to name a few) to meet folks where they are so that we can ultimately help them get to where they want to be.

We appreciate you allowing us the opportunity to join you on your health and wellness journey, Tom, and if there's anything we can do to help you, please don't hesitate to contact me directly at tskwiat@biotrust.com.

Keep up the good work!

My best,

Tim

Company Response from BioTRUST

Jun 1, 2022

Hi Jerry,

Thank you for reaching out to us and we apologize for not getting back to you sooner.

Also, we are so sorry to hear that this has happened. For immediate assistance, please call our Customer Service team at 1-800-766-5086. Mon-Sat 9 am - 6 pm ET or email us at support@biotrust.com and we will be more than happy to assist you with this crucial matter!

Sincerely,

Coach Jen