BioTrust Reviews

Company Response from BioTRUST

Mar 21, 2016

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)
Support@BioTrust.com
(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

Company Response from BioTRUST

Feb 10, 2016

Hi Louise,

I hope this finds you great! 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 review and for providing your feedback about your experience with the ordering process.

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.

I am sorry to hear about your experience and to learn that you were not completely satisfied with the ordering process. However, we strive for excellence in every aspect of our business, and your feedback is invaluable to us to achieve that goal. 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.

With that in mind, I want you to know that I'm going to do everything I possibly can to make sure that you are completely satisfied moving forward, and I want to start by offering my personal e-mail address 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. Please feel free to contact me at tskwiat@biotrust.com.

I look forward to hearing from you soon, and more importantly, I look forward to helping you be the best version of you!

My best,

Coach Tim

Company Response from BioTRUST

Feb 8, 2016

Hi Peter,

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. First and foremost, please accept my most sincere apologies for not responding and reaching out to you sooner. Although your review is dated 17 Jan 2016, it was just published Thursday, Feb 4th.

With that being said, I am very sorry to hear that the BioTrust supplement that you used did not exceed your expectations. Our products are designed to work, as we spend an immense amount of time researching the most effective ingredients and scouring the globe for the most pure and potent forms.

As individuals vary, however, so too do results, and that's precisely why we stand behind our research-backed supplements 100 percent with our money-back guarantee. Along those lines, I am glad to hear that you are completely pleased with our refund policy and that you are very satisfied with our customer service. We greatly appreciate you taking the time to share your feedback.

With that being said, at BioTrust, it is our goal to ensure that you enjoy a completely positive all-around experience, and in our pursuit of excellence, I can't help but notice that you did not give us a 5-star rating. Along those lines, is there anything that I can do for you to take your experience to the next level?

We know that you chose BioTrust for a reason, Peter, and I want to do everything I possibly can to help you achieve your health and fitness goals, starting by making myself available to you as your personal nutrition and exercise coach. At your convenience, can you please e-mail me at tskwiat@biotrust.com? It would be my absolute pleasure to join you on your journey and provide you with the guidance, support, and encouragement to make sure that you achieve your goals.

Thank you, Peter; I look forward to hearing from you.

My best,

Coach Tim

Company Response from BioTRUST

Feb 4, 2016

Hi Carina,

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. First and foremost, please accept my most sincere apologies for not responding and reaching out to you sooner. Although your review is dated 16 Jan 2016, it was just published yesterday (4 Feb 2016).

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 in mind, I’m terribly sorry to hear that we got off on the wrong foot, and I want to do everything I can to help make this right for you. First, I’d like to offer to send you a complimentary three-month supply of the products of your choose—completely free of charge. After all, I know that you came to us for a reason, and we truly want to help you improve your health and body composition.

Along those lines, I want you to try our research-backed supplements so that you can experience them for yourself. Also, I want to make myself personally available to you as your Nutrition and Exercise Coach. I’ll be here to provide you guidance, accountability, and support every step of your journey. Can you please reach out to me at your convenience at tskwiat@biotrust.com?

To speak briefly to your experiences about the ordering process, I do apologize if you found this to be confusing. As you now understand, the 6 bottle for $29/each deal was not intended to replace your initial 3-bottle order; rather, it is an additional heavily discounted bundle that we provide our customers as a courtesy stock-up option. After all, all of our products are backed by a one-year money back guarantee. So, if you achieved your fat loss goal after three months, you could return the remaining six bottles, and we’d cheerfully provide you a refund. In fact, we’d celebrate with you in achieving your goal!

With all of that being said, I do want you to know that your feedback is of tremendous value to us. I greatly appreciate you taking the time to share your personal insight. At BioTrust, we strive for excellence in all aspects of business, and it is our goal to do everything we do with integrity. Feedback like yours can help us enrich the customer experience; thank you, Carina.

I look forward to hearing from you soon, and more importantly, I look forward to helping you be the best version of you!

My best,

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

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 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

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

Oct 2, 2015

Hi Phyllis,

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 want you to know that I'm going to do everything I possibly can to help you and make sure that you're completely taken care of.

You are absolutely right; our customers are protected by our one-year money back guarantee, which entitles you to a refund or exchange. (Specific details can be found on our website.) For a refund, we request that customer call or e-mail our Customer Service Department to obtain a Return Merchandise Authorization (RMA) number. This RMA number is really important because, when you return your products, they are sent to our distribution center. This RMA number then allows the folks at the distribution center to verify your specific return, which in turn allows us to process your refund.

For reference, the following are the best ways to get in touch with our Customer Service Department:

Support@BioTRUST.com

(800) 766 - 5086

From what you're describing, I wonder if somehow you might have had the wrong number for our Customer Service. Unlike many companies that outsource customer service to a third-party vendor, we have an in-house Customer Service Team, which has an A+ rating with the Better Business Bureau.

If you would like to contact me directly, please feel free to do so at tskwiat@BioTRUST.com. I'll be happy to put you in direct contact with one of our Customer Care Specialists so that we can resolve this issue quickly and to your complete satisfaction.

Speaking to your last statement, I do want to confirm that BioTRUST Nutrition is FDA registered and internally audited by the NSF, an organization that sets the highest standards for safety and quality in the dietary supplement industry. We only work with the highest-tier manufacturers that strictly follow Good Manufacturing Practices (cGMP) requirements for dietary supplement and food manufacturing. Our manufacturers are FDA-registered and inspected, and they are registered with the most trusted names in food quality and safety (e.g., NSF).

With that being said, the FDA does not certify/approve dietary supplements. However, the FDA regulates both dietary ingredients and finished dietary supplements, including those distributed by BioTRUSt Nutrition. Accordingly, BioTRUST Nutrition and all of our products must meet all requirements of the Dietary Supplement Health and Education Act (DSHEA) and FDA regulations.

For instance, under DSHEA, the United States government defines dietary supplements as a subset of foods, not drugs. Accordingly, dietary supplement companies like BioTRUST Nutrition and its products are subject to FDA oversight.

With all of that said, Phyllis, please feel free to contact me or our Customer Service Team at your earliest convenience. I ensure you that you will be taken care of swiftly and to your complete satisfaction. I look forward to hearing from you soon.

My best,

Coach Tim

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

Sep 11, 2015

Hi Mr. Coy,

First and foremost, congratulations on the incredible, inspiring progress that you’ve made thus far. You’ve lost over 30 percent of your body weight. Take a moment to think about that and bask with pride. Through your hard work and dedication, you, my friend, have achieved something enormous and life-changing.

My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. On behalf of Josh, Joel, and our entire team, I’d like to congratulate you on the stellar progress that you’ve made, and I want to thank you for sharing your success story with us. I also want you to know that we’ll be here every step of the way to guide and support you as you continue to move forward on your journey.

Although you’ve seemingly hit a bit of a plateau in your progress, I encourage you to look at this as a very positive point in your journey. Think of it this way, Mr. Coy. Only about 25 percent of people who lose a substantial amount of weight (i.e., <10 percent of body weight) are successful in keeping it off. You, on the other hand, have successfully kept off 30 percent of your body weight for two whole months. In other words, I encourage you to view this plateau as a mini-maintenance phase, which demonstrates that you can successfully maintain your weight loss. That’s a BIG win!

With that being said, there are a few factors to consider when it comes to plateaus. First off, from a physiological standpoint, there are a number of adaptations that can take place during a weight loss journey. For example, in response to a reduced-calorie intake, the body has a number of energy-preservation mechanisms (e.g., reduced metabolic rate, increased hunger and appetite, decreased spontaneous physical activity, increased muscle efficiencies, etc.) that it calls on to help match energy expenditure with energy intake.

I know, that really stinks, but the body’s primary goal is to avoid starvation—not necessarily getting into great shape. Also, another factor to consider is that, as your body changes, so too does your physiology. For example, as you lose weight, the energy cost of every activity decreases. In other words, the program that got you where you are today may not be sufficient to get you to where you ultimately want to be.

This is why it tends to be beneficial to start clients at the highest food intake and lowest physical activity levels possible. This leaves plenty of room for progression during the journey. On the contrary, many folks want to start with the most restrictive diets along with exercising 6 – 7 days per week (sometimes twice a day). How is that sustainable? And when you do hit a plateau, how do you progress from there?

From a progression standpoint, when folks hit a plateau, they generally benefit then from a combination of reducing calorie intake and increasing physical activity. Again, we’d be looking for the minimal effective dose. In other words, the smallest degree of change that produces the desired result (e.g., increase exercise volume 1 – 2 hours, reduce calorie intake 200 calories per day, etc.). With that said, it would be helpful to have a better understanding of your current nutrition plan and physical activity program to make the best possible recommendations.

One additional point to note about plateaus that sometimes goes overlooked is that quiescent periods in weight loss (i.e., plateaus) often result from intermittent lack of adherence. In other words, folks have a tendency to be a bit more forgiving about their portion sizes, food choices, exercise (e.g., missing a workout), etc., and all of those little things can add up to stalled progress. In the overall scheme of things, adherence is king. With that in mind, it may be beneficial to review compliance to make sure that this is not an issue for you.

I hope that this is a helpful start, Mr. Coy. Please feel free to reach out to me directly with any additional information or questions at tskwiat@biotrust.com. We’re here to help and happy to do so. Most importantly, CONGRATULATIONS on your tremendous progress to date. You, my friend, are an inspiration; keep up the great work!

My best,

Coach Tim

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

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 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

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