Mike E.
New York, NYMember since March 2016

Reviews (1)

    • Mar 19, 2016
    • Verified Reviewer


    Another Recurring Billing Complaint

    Overall Experience:

    Ordered a promotion for BrainBright, Free for 4.95 shipping. After reading the reviews, the biggest complaint was their billing practices. So I deliberately placed the order with a used up Visa cash card with only $6 left on it. When I ordered I made sure to look for any opt-in/out links for automatic reordering. Made triple sure I wasn't getting involved in any product clubs, where they endlessly mail you stuff and automatically bill you. Sure enough. Biotrust has been trying to bill that empty card $39 for months now.

    The product really didn't do anything for me, but that's beside the point. These companies piss people off with their shady billing practices. Opt-OUT should be the no-action required default setting. Opt-in should be a big obvious link saying 'Yes. Send me refills automatically every month'. But it's the other way around. You are automatically opted-in for reorders, and it's up to you to know enough to look for the buried or hard to find opt-out link.

    But it's no accident they don't do it that way. They're making thousands on unwanted reorders.

    Bottom Line: No, I would not recommend this to a friend

    31 people found it helpful

    Link to this Review
    • Mar 21, 2016

      Company Response from BioTRUST

      Hi Mike E.,

      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 off, please accept our apologies for the tardiness in responding to your review. While it is dated 14 MAR, I just received notification of its publication. This is very important to us because at BioTrust it is our goal to provide our customers with world-class customer service as is evidenced by our A+ rating with the Better Business Bureau.

      With that being said, we greatly appreciate you taking the time to share your feedback about your personal experiences; we are very sorry to learn that it has been anything short of superb and did not match our intention of providing you the best products and service.

      At BioTrust, we strive for excellence in all that we do, and it’s our goal to build our brand on integrity, trust, and compassion. We truly appreciate our loyal and outstanding customers like yourself, and it’s our goal to provide a completely positive all-around experience for you. Along those lines, we value all feedback and welcome it with open arms, and while the overwhelming majority of that is positive, we accept constructive criticism just the same. Who better to tell us how we’re doing than our customers.

      With that being said, it's important to note that BioTrust does not require auto-shipments/subscriptions nor does BioTrust charge customers for anything that was not selected by the customer during the checkout process. During the checkout process, we do provide customers the option of a monthly subscription—which involves significant per order savings and free shipping—but that is completely optional, and the customer is more than welcome to decline that option. What's more, customers can cancel/reschedule their subscription at any time by contacting our Customer Service Department:

      BioTrust.com (Support Tab)
      (800) 766 - 5086

      With that in mind, if you do believe that you were wrongfully charged, I want to make this right for you, and I want to make sure that we refund you completely. Please contact me at tskwiat@biotrust.com so that I can make sure that you're completely taken care of.

      The same goes for any and all customers, who are always protected by our industry-best one-year money-back guarantee. While monthly subscriptions are based on the program the customer chooses, if a customer feels that s/he overlooked this and did not intend to subscribe to the auto-ship program, then we will cheerfully refund the customer and allow him/her to keep any additional product received. Again, it's our goal to help enrich and enhance the lives of our customers; not detract from them.

      With regard to the product itself, I'm very sorry to learn that it did not meet your expectations. There is an extensive body of peer-reviewed research demonstrating the safety and efficacy of the ingredients in the Brain Bright formula, and they are provided in efficacious doses.

      In addition to the robust research on each of the ingredients demonstrating their efficacy and safety, we have also conducted a collection of randomized, crossover studies on the finished product itself. Researchers from the University of Tampa found that after supplementation with Brain Bright (for just one week), participants improved concentration and accuracy on tests for short-term memory by 240 percent (compared to placebo). What’s more, supplementation with Brain Bright also significantly improved performance on tests for reaction time, processing speed, and attention.

      With that said, as individuals vary, so too do results. Along those lines, we do recommend that folks experiment with taking 1 - 2 tablets at a time to see what works best for him/her. Personally, I use 2 tablets at once on a daily basis to garner both the acute (e.g., focus, attention) and long-term (e.g., cognitive health) benefits.

      With all of that said, I am very sorry to hear that you're not completely satisfied, and I want to do everything I can to assist you. Please do not hesitate to contact me at tskwiat@biotrust.com so that I can help make this right for you.

      Thank you,

      Tim Skwiat

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