Additional Information for InvenTel Products LLC

Consumers have reached out to BBB with reports that they are being charged before products ship (sometimes multiple unauthorized charges). Consumers have also reported failure to provide timely refunds.

On August 24, 2016, BBB contacted InvenTel Products LLC to address a possible pattern of complaints.

InvenTel Products LLC responded with the following steps taken:

“Going forward to avoid these issues from reoccurring we have changed our refund policy to a full refund on the money back guarantee so all customers will be issued a full refund upon returning the product. We are also offering pre-paid return labels if needed and our tracking on the package will let us know if the package has been refused, refunds will be issued prior to receiving the products back in our office. We have also added a shopping cart to our online ordering system and we are working on getting it set up for the IVR ordering as well. To make the ordering process more user friendly and avoiding the unintentional orders from being placed. Unfortunately, there are a number of customers in these complaints that have never contacted us directly. We have also set up a dispute email on our main web site for customers to contact our cooperate office immediately and they will be handled before the standard customer service email we have.

In closing our main goal is 100% Customer satisfaction and we are making the appropriate changes to have our customer service solve all issues with one phone call. They now have the authority to refund in full and send pre-paid label out as well as apply discounts if the customer agrees to the offer.  We are confident that the changes we have made will make our ordering system more customer friendly all the way around and we are looking forward to a successful fourth quarter being our busiest season.”

BBB continued to monitor incoming complaints and determined steps outlined were not sufficient to address an underlying cause of the complaints.