BioTrust Reviews

Company Response from BioTRUST

Aug 20, 2015

Hi Mr. Martin,

I hope this finds you in the best of health. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I just came across your review, and I wanted to reach out to you immediately to provide you with my personal assistance.

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.

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.

With that said, I am very sorry to hear about your experience, and it really troubles me to know that you have been left with such a bad taste in your mouth. Along those lines, I want to let you know that we’ll be doing everything we possibly can to make this right for you.

I have forwarded your comments to our Customer Service department for review, and I have requested that your subscription be cancelled and that you be refunded for any products that you have returned. In reviewing your order history, it appears that when you placed our order for LeptiBURN back in March, you elected our Ship-N-Save option, which is an optional monthly subscription program provides customers with 15 percent off and free shipping. As mentioned, I have requested that this subscription be cancelled immediately.

With regard to the refunds, the details of the process can be found on the BioTRUST website. It is important that customers who are requesting a refund contact our Customer Service department to obtain a Return Merchandise Authorization (RMA) number. This is because returned product gets sent back to our distribution center, and the RMA number is the means by which the folks there can request that we process the refund for the appropriate customer. In other words, the RMA is a very important identification code to ensure that your refund is processed accurately and efficiently. I am working with Customer Service now to make sure that your refund s processed as per your request.

With all of that being said, I know that you came to us for a reason, Mr. Martin, and that’s to improve your health, body composition, and performance. Along those lines, I want you to know that I’m here for you, and I will be every step of the way to guide and encourage you on your journey. With that in mind, please feel free to contact me directly at your convenience at tskwiat@BioTRUST.com. I’ll be happy to do everything I can to help you achieve your body transformation goals. We’re here to help and happy to do so.

My best,

Coach Tim

Director of Nutrition and Exercise

Company Response from BioTRUST

Nov 4, 2015

Hi Dot,

I hope that this greets you in the best of spirits. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I am very sorry to hear about your experience and to learn that you are not completely satisfied with the ordering process and the service you've received thus far.

You see, I keep close tabs on review sites like this precisely for the reason that we want to ensure that our amazing customers like yourself have an overwhelmingly positive experience and received world-class customer service. It disheartens me to hear about anything less than the best.

With that in mind, I want you to know that I'm going to do everything I possibly can to make things right for you, and I want to start by offering my personal e-mail address (tskwiat@biotrust.com) so that you can reach out to me at any time with any additional questions, comments, or feedback. I know that you chose BioTRUST for a reason, and I want you to know that we'll be here for you every step of your journey to provide you with guidance, support, accountability, and encouragement.

We welcome customer feedback with open arms, and while the overwhelming majority of that is positive (e.g., customers telling us about fantastic results), we accept criticism just the same. Who better to tell us how we’re doing than our outstanding customers like yourself. With that in mind, I have shared your review with the appropriate parties, including Customer Service, for additional consideration.

As the customer service representative with whom you spoke did explain, orders are processed immediately. As you can imagine, the vast majority of folks are quite excited to receive their orders and promote their health and wellness. As a result, there is very little time after an order is placed to make modifications. In the event that a customer makes a mistake in placing his/her order and it can't be caught before going to the shipping department, we do everything we can to provide our customers with additional options.

For instance, you are completely protected by our one-year money back guarantee, and upon receiving your shipment if you still do not want the product, you can simply ship it back (with the appropriate RMA number) and get a complete refund. Even better, as in your situation, you got to keep all of the products you ordered and get a 50 percent refund. Even if you're not completely satisfied after using the products—but I'm confident you will be—just let us know, and we'll be happy to refund you for the remainder of your order total.

With regard to the e-mails, we're really sorry to hear that you don't care to receive them. Most customers appreciate our daily newsletters, which provide money-savings coupons and free nutrition tips and health information. Along those lines, you are more than welcome to unsubscribe at any time. If you scroll down to the bottom of any of those e-mails, you'll have the option to manage your subscription. Alternatively, you can call or e-mail us at your convenience:

(800) 766 - 5086
Support@BioTRUST.com

With all of that said, please let me know how I can assist you, Dot. We are truly here to help and happy to do so, and it would be my absolute privilege to right this ship and restore your trust in BioTRUST.

Sincerely,

Coach Tim

Company Response from BioTRUST

Sep 1, 2015

Hello Ms. de la Garza,

I hope that this finds you doing well and in the best of health. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I just came across your recent review, and I wanted to follow up with you immediately to offer my personal assistance. After all, I know you chose BioTRUST for a reason, and our ultimate goal is to help you achieve yours.

With that being said, I'm very sorry to hear that you are not completely satisfied up to this point. Customer satisfaction is our top priority, and I'm going to do everything I can to help you and take complete care of you.

First, I do want to remind you that our customers are completely protected by our one-year money back guarantee. While our products are created to work and are based on extensive amounts of peer-reviewed research, if for any reason at all you are not completely happy with your purchase, just let us know and we will issue a prompt and courteous refund even on empty bottles. Please feel free to contact our Customer Service department at your convenience to discuss your options:

(800) 766 - 5086
Support@BioTRUST.com

With that being said, as a Nutrition and Exercise Coach, I want you to know that I'll be here for you every step of the way of your journey to guide, support, and encourage you and your husband on your respective body transformation journeys. I encourage you to reach out to me directly (tskwiat@BioTRUST.com) at your earliest convenience so that I can help you get moving in the desired direction.

If possible, I'd like to learn a little bit more about the supplement(s) that you've been using and how long you've been using it/them. Along those lines, for folks interested in weight loss, we generally recommend using the products for 60 - 90 days to fully assess their effectiveness. This is a time frame that aligns with the scientific research demonstrating the effectiveness (i.e., statistically significantly results) of the products' ingredients. That's not to say that measurable results can't and aren't noticed sooner; however, we're a science-driven company and tend to side with the research.

That said, when used consistently and as directed, we guarantee your results. That's why we stand behind our products with our guarantee.

We do emphasize a lifestyle-based approach to improving health, body composition, and performance, and along these lines, I'd also like to learn more about your nutrition behaviors and physical activity patterns, as well as stress management, sleep hygiene, and hydration. Simply put, Ms. de la Garza, I look forward to learning more about you and helping you achieve your goals, and I'm excited to hear from you soon!

My best,

Tim Skwiat
Nutrition and Exercise Coach

Company Response from BioTRUST

Aug 15, 2015

Hi Ms. Frogel,

I hope this finds you doing well. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. Your review was just published, and I wanted to reach out to you immediately to offer my personal assistance.

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 said, I am very sorry to hear about your experience, and I want to let you know that we’ll be doing everything we possibly can to make this right for you.

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

Most importantly, I’m very sorry to hear about your experience with our products. Individual responses to dietary supplements (e.g., herbs, vitamins, nutrients), medications, and even foods can be as unique as one’s fingerprints. For instance, some folks are incredibly sensitive to caffeine whereas others have a much higher tolerance.

With that being said, I want you to know that we take adverse event reporting VERY seriously. At BioTRUST, we develop research-backed products with both effectiveness AND safety in mind. In fact, we work directly with a third-party medical doctor team, which reviews customer service logs and adverse events, to ensure best in class compliance and consumer safety.

Based on the content of your review, I have requested that a Customer Care Specialist reach out to you as soon as possible to file an adverse event form and collect additional information about your experience. If you would be so kind as to provide any additional information to this agent, it would be greatly appreciated.

In addition, you mentioned that you’ll be requesting a refund, and I want to assure you that you are protected by our 1-year money back guarantee. I do not see any records in our system of you contacting us for a refund. With that being said, when the agent reaches out to you to collect additional information about the adverse event, I have requested that s/he also discusses your refund/exchange options at that time as well. We want to ensure that you are completely taken care of.

If you would prefer to contact our Customer Service Department yourself, please feel free to do so:

(800) 766 – 5086
Support@BioTRUST.com

As I mentioned, we’ll be doing everything we can to take care of you. Along these lines, I also want to make myself available to you for additional coaching assistance. I know that you chose BioTRUST for a reason—to improve your health, body composition, and vitality—and I want you to know that I’ll be here for you every step of the way to guide you and support you on your journey. I’d love to get to know you better, learn about your goals, and better understand how I can help you. Please feel free to contact me directly at any time at tskwiat@BioTRUST.com

I’m here to help and happy to do so.

Sincerely,

Coach Tim
Director of Nutrition and Exercise

Company Response from BioTRUST

Sep 3, 2015

Hi Paula,

I hope this finds you doing well. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I just came across your review, and I wanted to follow up with you immediately to provide you with my personal assistance.

I am very sorry to hear that you are not completely satisfied with BioTRUST Low Carb. In fact, I'm quite surprised that you didn't enjoy it. I personally love it (and use it daily), and as you mentioned, many folks have shared similar feedback. For instance, on page on our website, you can find over 600 positive reviews from various customers. (I apologize that I can't share the link on this page, but I'll be happy to forward to you via e-mail).

With that being said, all that matters to us is making sure that you're completely satisfied, and with that in mind, I want to do everything I can to make sure that you're completely taken care of. First, I want to remind you that, like all of our customers, you're completely protected by our industry-best 1-year money back guarantee. If you're not completely satisfied with your purchase, just let us know, and we'll issue a prompt and courteous refund.

Because of the limited information I have (i.e., only your first name), I wasn't able to accurately locate you in our system records. With that in mind, could you please either reach out to me (tskwiat@BioTRUST.com) or our Customer Service department so that we can assist you with a refund or exchange? Our Customer Service team can be reached by phone or e-mail:

(800) 766 - 5086
Support@BioTRUST.com

If you don't mind me asking, Paula, did you happen to let your BioTRUST Low Carb shake sit for an extended period of time after making it? I only ask because (as noted in the recommended use on the label) we suggest drinking your BioTRUST Low Carb shakes within about 10 minutes of preparation. The reasoning behind this is that the addition of liquid will allow the powerful digestive enzyme blend ProHydrolase® to begin breaking down the protein, which causes the finished beverage to become bitter over time.

Generally speaking, I have noticed this take effect after around 30 - 60 minutes, and I wonder if that might be the case in this instance also. If so, would you consider trying it again without letting it sit quite as long?

With all of that being said, please feel free to reach out to me or our Customer Service team at your convenience, Paula. We look forward to hearing from you, and we look forward to doing everything we can to make this right for you. Thank you!

Sincerely,

Tim Skwiat
Director of Nutrition and Exercise

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

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

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

Apr 29, 2016

Hi Larry,

I hope this finds you doing well! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition. Thank you very much for taking the time to share your honest review and rating based on your personal experiences.

I do want to remind you that this website is a third-party review site not associated with BioTrust in any way. I do monitor the site regularly, however, in an effort to provide our wonderful customers such as yourself with world-class customer service.

With that being said, I'm sorry to hear that you did not achieve the results that you had expected while using BellyTrim XP and Metabo379. I first want to remind you that, like all of our customers, you are completely protected by our one-year satisfaction guarantee. If you're not completely pleased for any reason, please contact our Customer Service department, and we will cheerfully exchange/refund even empty bottles.

(800) 766 - 5086
Support@BioTrust.com

I do want you to know that we're here to provide you help in achieving your goals, and I want you to know that I'll personally be here to guide, support, and encourage you every step of your journey. I'd love the opportunity to get to know you better, do some troubleshooting, and be your personal coach. Please feel free to contact me at tskwiat@biotrust.com.

I'd like to take some time to explore your goals and why they're important to you. In addition, I'd like to explore your nutrition habits and eating behaviors, physical activity patterns, and other lifestyle factors (e.g., stress management, sleep quantity/quality) so that we can do everything we can to get you moving toward your goals.

Regarding your wife, that's a clever little trick you've got up your sleeve, and we're glad to hear that she's found BellyTrim XP to be so beneficial in helping her reduce her body fat (even if it's unbeknownst to her). Just to address your potential concern, I don't see any reason that you need to stop adding the contents of the capsules to her drink. There's no problem with administering the supplement that way as long as the recipient doesn't take issue with it.

I applaud you for all that you're doing to help yourself and your wife improve your health. I must admit that I find it a bit interesting that your wife, who's a RD, is not interested in engaging in physical activity with you. I encourage you to keep leading by example and continue to search for activities that she might enjoy doing with you. Regular physical activity is associated with a long list of amazing health benefits positively affecting virtually every organ and system in the body.

Please feel free to reach out at your convenience, Larry. I look forward to hearing from you soon.

My best,

Coach Tim

Company Response from BioTRUST

Apr 13, 2015

Hi Tracy,

I hope this finds you doing well! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition. I keep a close eye on independent review sites like HighYa.com 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 said, I am very sorry to hear about your experience, and I want to let you know that we’ll be doing everything we possibly can to make this right for you. 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.

With that being said, I do want to first confirm that we have issued a full refund (for $441) to your account on 4/9/2015. Although the refund is processed immediately on our end, it may take 3 – 5 business days for it to be reflected on your statement.

I’m also very concerned to hear that the e-mails that you sent to us were not returned. This is unacceptable, as we work very hard to respond as promptly as possible to all of our customers’ e-mails and concerns. In reviewing your case history, I have not been able to locate any e-mails prior to the date of this review (4/8/2015).

In an effort to investigate this further and to prevent anything like this from happening again, would you be so kind as to send me an e-mail with all of the e-mails that you sent to our Customer Service department? I will make sure that someone looks into this further. Please contact me directly at tskwiat@biotrust.com.

While I completely understand why you would want to return your bottles of Omega Dessert for a refund, I do want to let you know that the one-year “Best Before” date on the bottle of Omega Dessert applies specifically to the sensory characteristics (e.g., taste, consistency, mouthfeel, etc.) of the product—not the product potency or overall quality. Thus, the product does not expire at that time, as there are multiple layers of protection to prevent these beneficial fatty acids from going bad.

We only use the freshest oils on the planet, which have been 5-star rated by IFOS, with one of those stars relating to a lack of rancidity. The entire manufacturing process takes place in a nitrogen-blanketed environment (i.e., free from oxygen) and the bottle is flushed with nitrogen when the product is bottled, which ensures all oxygen is removed from the container. Furthermore, the emulsification technology, which ensures 9 times greater absorption than typical fish oil capsules, provides further stability as it protects the delicate fish oils.

With that being said, research indicates that freezing polyunsaturated oils like those found in Omega Dessert can extend the product’s shelf-life upwards of one year (or longer). If you do choose to freeze Omega Dessert, it’s important that you allow the product to thaw completely and then shake the bottle vigorously for 15 – 30 seconds prior to opening.

In addition to making sure that you were refunded in full, I have requested that Customer Service send you a complimentary bottle of OmegaKrill 5X, our capsule-based fish and krill oil combo. You should receive a confirmation e-mail within the next couple of days notifying you of the shipment. If you do not, please do not hesitate to contact me directly.

At your convenience, I request that you please respond with any additional information (about your e-mail communications), questions, or concerns that you may have. I want you to know that I’m here for you, and we are here to help and happy to do so.

Sincerely,

Tim Skwiat

Director of Nutrition and Exercise

Company Response from BioTRUST

Sep 23, 2015

Hi Joan,

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

First off, congratulations on your fantastic progress over the course of the last couple of months. That's a tremendous accomplishment, and you should be very proud. I'm sure that you've had to make some changes and be a bit more conscious of your behaviors, attitudes, and actions. In other words, you've worked hard to achieve success; great work!

Thank you so much for sharing your feedback about our products. Overall, I'm very glad to hear that you're so pleased with BioTRUST Low Carb, BioTRUST Organic Protein Bars, and the Oatmeal Raisin flavor of the BioTRUST Protein Cookies.

With that said, we also appreciate your feedback and candidness with regard to the Chocolate Chip Cookies. If you don't want them, would you mind sending them to me? I love them. :) All kidding aside, customer satisfaction is our top priority, and I want to make sure that you're completely taken care of.

Of course, you are completely protected by our one-year money back guarantee, and we'll be happy to provide you with an exchange or refund. At your convenience, can you please contact our Customer Service department:

(800) 766 - 5086
Support@BioTRUST.com

One of our Customer Care Specialists will gladly assist you with this. Alternatively, please feel free to contact me directly at tskwiat@BioTRUST.com, and I'll be happy to arrange for one of my teammates to contact you at a time that is most convenient for you.

Thank you again for your loyal and continued support, Joan. We sincerely appreciate you, and if there is anything else that we can do to help you on your journey, please don't hesitate to let us know.

Sincerely,

Coach Tim
Director of Nutrition and Exercise

Company Response from BioTRUST

Nov 10, 2015

Hi Darlena,

I hope this finds you in the best of spirits. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition. I am very sorry to read your review and hear about your experiences using one of our products, and I want to do everything I can to help make this right for you. It's our goal to provide world-class customer service and make sure that our outstanding customers like yourself enjoy a completely positive all-around experience.

With that said, it is very important that I remind you that our products and the information that we provide are not intended to diagnose, treat, cure, or prevent any medical conditions (e.g., Barrett's Esophagus). Because we are not qualified to provide medical advice and/or answer medical-related questions, we urge folks who are taking prescription medications and/or being treated for medical conditions to consult with their physician prior to taking any new supplements.

That being said, we take adverse event reporting very seriously. At BioTrust, we develop research-backed products with both effectiveness AND safety in mind. In fact, we work directly with a third-party medical doctor team, which reviews customer service logs and adverse events, to ensure best in class compliance and consumer safety.

Along those lines, I want to ensure that one of our Customer Care Specialists collects all of the information relevant to your case so that it is appropriately documented and reviewed. Because of the limited amount of information provided (e.g., only a first name, city, and state), I am not sure that I'll be able to accurately locate you in our system. With that in mind, if you have not already, could you please contact our Customer Service department at your convenience:

(800) 766 - 5086

Support@BioTrust.com

Alternatively, you are more than welcome to contact me directly at my personal e-mail address at tskwiat@BioTrust.com.

I also want you to know that all of our customers are protected by our one-year money-back guarantee. We want you to be completely satisfied with your purchase, and if you are not, then we will cheerfully refund your money or exchange for another of our premium products.

While I'm not exactly sure to which product you're referring and while it's important to remember that supplements like ours are not intended to treat, cure, or prevent medical conditions, I do want you to know that my teammates and I are here for you, Darlena. Please contact us at your earliest convenience so that we may do everything we possibly can to make this right for you.

I look forward to hearing from you soon!

My best,

Coach Tim

Company Response from BioTRUST

Nov 2, 2015

Hi Laurie,

I hope this finds you in the best of spirits and health. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I am very sorry to hear that you are not completely satisfied, and I'll do everything I can to take care of you. Ultimately, it's our goal to help you achieve yours, and we are also committed to providing our outstanding customers like yourself with world-class customer service.

In general, we encourage folks to give our premium, research-backed supplements (like LeptiBURN) an honest chance to work by taking it as recommended for at least 60 - 90 days. Like all BioTRUST supplements, LeptiBURN is made with the highest quality, most effective ingredients, but no product will work miracles overnight. Along those lines, LeptiBURN is designed to work best when combined with a caloric deficit (i.e., reduced-calorie intake, regular physical activity) to help promote optimal fat loss.

In other words, LeptiBURN helps make a solid weight loss program markedly more effective by counteracting weight loss plateaus and declining leptin levels common with weight-loss diets. What’s more, LeptiBURN promotes increased metabolic rate and fat burning, decreased appetite, and improved feelings of wellbeing.

That said, studies on the individual ingredients in LeptiBURN demonstrate acute (i.e., within hours and days) increases in metabolic rate and fat burning, and research shows that can add up to significant reductions in body weight, body fat percentage, and waist circumference in as little as 4 weeks. What’s more, studies suggests more profound health, weight management, and wellbeing benefits with more prolonged, consistent use (e.g., 8 weeks). More acutely, LeptiBURN users report improvements in energy levels and feelings of wellbeing and reductions in appetite.

However, as individuals vary so too may their results, and that's precisely why all of our customers—including YOU—are completely protected by our One-Year Money-Back Guarantee. So, folks can use the product as recommended (e.g., for 90 days, along with good nutrition habits and regular physical activity), and if they find that it's not right for them, there's still plenty of time to take advantage of the One-Year Guarantee.

With that said, we completely understand how time can slip by, and more importantly, I am very sorry to hear that we did not take the appropriate steps to follow up with you as you were assured. Please accept my most sincere apologies. Along those lines, I want to ensure you that we will do everything we can to take care of you and ensure your complete satisfaction.

With that in mind, I want you to know that we will provide you with a FULL REFUND for your entire purchase. Also, to make sure this is as seamless as possible, there is NO NEED TO RETURN any empty or unused bottles. Please do with them as you wish.

With all of that being said, because of the limited amount of information that you've left, can you please contact me directly at tskwiat@biotrust.com so that I can verify your account information? We have thoroughly searched our system for a customer profile that matches the information that you've provided (e.g., first name, city, state); however, it would be immensely helpful if you would be so kind as to provide confirmation of your full name, e-mail address, order number, etc., so that we can ensure your refund.

Also, I know that you came to us for a reason, Laurie, and I want you to know that I'd also like to make myself available to you for free nutrition and exercise coaching. I want to ensure you that I'll be here for you every step of your journey to provide guidance, accountability, and support. If there's anything that I can do for you, please do not hesitate to let me know.

I look forward to hearing from you soon, Laurie, and we greatly appreciate the opportunity to make this right for you.

Sincerely,

Coach Tim

Company Response from BioTRUST

Jan 18, 2016

Hi George,

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

I keep a close eye on review websites like this in an effort to ensure that our outstanding customers like yourself enjoy a completely positive all-around experience. It’s our goal to provide our customers with world-class customer service, which has earned BioTrust an A+ rating with the Better Business Bureau.

With that being said, I am remiss to hear that your expectations were not met with the BioTrust supplements in which you invested. It's our goal to produce the world's purest, most effective supplements that are bigger, badder, and better than anything else on the market. All of our products are based on the most recent, best available science, and we only use ingredients in the precise amounts that have been demonstrated in research on real humans just like you to be markedly effective and safe.

With that being said, I want to do everything I possibly can to make sure that you're completely taken care of. As a nutrition coach—available directly to help you achieve your health and fitness goals—I would be curious to learn more about your expectations of the products you used and how you measured your progress along the way.

For starters, it may be helpful to know which products you were using to support your health and fitness goals. What did you set out to accomplish using these products? How did you use them? What measurements did you take (e.g., blood chemistry profiles, scale weight, body composition, girth measurements, etc.)?

With regard to the pricing of our products, I’ll be happy to provide you some additional information that can help you and other customers explain why our premium, research-backed supplements are priced the way they are. For starters, there’s a HUGE quality control issue in the dietary supplement industry. The overwhelming majority of companies choose to cut corners in order to increase profit margins.

For instance, most companies don’t choose the best forms of ingredients nor do they provide them in efficacious amounts based on research on real humans like you and I. BioTrust only chooses the best ingredients and provides them in the amounts and forms that science has demonstrated to be effective.

We perform extensive raw ingredient and finished product testing to ensure that the identity, purity, and potency of each ingredient in all of our products. Many companies don’t do this, and as a result, what’s on the label is not truly in the bottle. In addition, we conduct extensive contaminant testing using advanced laboratory techniques to ensure that our products exceed even the most stringent standards for contaminants (e.g., heavy metals, pesticide residue, solvents, bacteria, mold, etc.). Other companies do NOT do this, and subsequently, this raises tremendous concerns about what you’re truly putting into your body.

We only work with the highest-tier manufacturers, which all strictly follow the Good Manufacturing Practices (cGMP) for dietary supplement and food manufacturing. Using only the best GMP-certified manufacturers ensure that our products are accurately labeled, are free from contaminants (e.g., bacteria, pesticides, glass, etc.), and have been manufactured to ensure identity, purity, strength, and composition. I can’t begin to tell you how many companies use manufacturers that are not GMP compliant or cut corners here in order to save money. In fact, we audit all manufacturers before and during our work with them, and we have had to turn down relationships with many of them due to the fact that they did NOT meet our extensive quality criteria.

Lastly, while the scientific data on each product’s ingredients provides convincing evidence of their effectiveness and thousands of customers can attest to each product’s real-world application, testing the products in a manner like this further demonstrates product safety and efficacy. Although this is very rare in the industry and it is a very expensive, arduous process, we believe that it is a great service to our customers, and this is yet another example of putting the "TRUST" in BioTrust.

With all of that being said, we offer our great customers many opportunities to save money on our products. For instance, we regularly have e-mail and mail promotions whereby customers can save 15 – 20 percent (or more) on their orders. We also offer special discounts on bundles (e.g., 3- and 6-bottle bundles) of products, as well as discounted rates when customers choose our Ship-N-Save option. All of these are efforts to help provide even more value to our customers.

As you can see, we’re very passionate about what we do and helping great folks like yourself, George. That’s why I’m so sorry to hear that your expectations weren’t met and why I’d like to do everything I can to help you. You see, we use these products ourselves, we share them with our family and friends, and we wholeheartedly recommend them to our clients.

With regard to e-mail, we sincerely appreciate your feedback, and I’m sorry to hear that you don’t enjoy receiving health and nutrition tips on a regular basis. The overwhelming majority of our subscribers appreciate the information, but we understand that it’s not for everyone. That’s why you’re more than welcome to unsubscribe or reduce the volume of e-mails (e.g., 2 days per week) at any time. You can do this by visiting the Customer Support page on our website or by using the links at the bottom of any e-mail that we send out.

As far as the recommended upsells, we greatly appreciate your feedback on that as well. Again, most customers greatly appreciate the suggestions, as they may not be familiar with our entire product line. Further, these recommendations are complimentary products that other customers have chosen with similar goals/purchases. You’re never obligated to choose any additional products; however, we feel that it again offers our customers even more value by helping them better understand how synergistic products may further enhance their health and body composition.

That being said, you are completely protected by our one-year money-back guarantee, and our Customer Service team will be happy to assist you with an exchange or return. Based on the information provided (e.g., first name, location), we cannot confirm your account in our system. If you would be so kind as to follow up with me directly and provide a little bit more information (e.g., last name, order number), that would be incredibly helpful in making sure that you’re taken care of. Also, our Customer Service Team can be reached by phone, e-mail, or through our website (BioTrust.com):

800-766-5086
Support@BioTrust.com

I'd also like to make myself personally available to you for additional assistance, and you can contact me directly at tskwiat@BioTrust.com. I'll be happy to assist you with any questions that you have, as well as arrange for a Customer Care Specialist to reach out to you at a time that is convenient for you. Likewise, I will also be glad to help you in any way that I can in achieving your health and fitness goals. After all, our ultimate goal is to help you achieve yours.

With all that said, I look forward to hearing from you soon, George. Please let me know how I may be of further assistance.

Thank you,

Coach Tim

Company Response from BioTRUST

Apr 16, 2016

Hi Jeff,

I hope this finds you doing well! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition. Thank you very much for sharing your input. We value all customer feedback, as it's our goal to provide you with world-class customer service and an overwhelming positive experience overall. Along those lines, it's also our ultimate goal to help you achieve yours, and I hope that you will allow me the opportunity to accompany on your journey as your own personal nutrition and exercise coach.

You mentioned that you've been taking BellyTrim XP for two months as well as making better food choices. That's fantastic that you've made such significant strides toward improving your nutrition; great job! Although you've cited no change on the scale, I wonder if you've noticed any improvements in any other areas of your life (e.g., better feelings of wellbeing, energy levels, sleep quality, focus/concentration, etc.). I've often found that we have a tendency to beat ourselves up because we think we’re not making progress. Yet, the truth is, in almost every case, we’re making tons of progress. We just haven’t tracked it, and so we don’t realize it.

With that in mind, I wonder if you've monitored any other variables (e.g., anthropometrics, girth measurements, body fat percentage)? When looking at the wealth of research on the primary ingredients in BellyTrim XP (i.e., conjugated linoleic acid, CLA), CLA has consistently been shown to improve body composition (i.e., increase lean body mass, decrease body fat). What's interesting is that these improvements in body composition are not always followed by net changes in body mass.

In other words, if one is only using the scale to measure objective outcomes, s/he may be missing out on progress. In the overall scheme of things, while most folks have their eyes set on the scale (i.e., body weight, net body mass), what seems to be far more important than scale weight is body composition (i.e., percentage body fat). However, if one is only using the scale (and not assessing body fat percentage and/or taking girth measurements), then fat loss and muscle gain cannot be accurately tracked. It's completely possible for someone to be "normal" weight and overfat (which has very serious implications for health risks). Likewise, it's possible for someone to be "fat and fit." In other words, it's possible for someone to be "overweight" (by BMI standards) yet have excellent metabolic health and reduced disease risk.

With all of that being said, I sense that your goal is weight loss, and while there may be some (currently undetected) changes in body composition already present, I want to make myself available to you for direct coaching assistance in achieving your goals. I invite you to contact me directly at tskwiat@biotrust.com so that I can learn more about you and we can get the coaching process started.

I do want to remind you that you're protected by our one-year money-back guarantee. If for any reason you're not completely satisfied, just let our customer service team know and we'll cheerfully issue you a refund even for unused bottles.

With regard to the ordering process, we do provide customers with the option of purchasing additional bottles or products at heavily discounted prices. However, any additional purchases are completely optional; we simply extend these offers in order to provide our customers with the best possible value.

I look forward to hearing from you, Jeff. Keep up the great work!

My best,

Coach Tim

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