When John H. of Patten sent a $102.90 money order to GeroVita International in California, all went well and he received his vitamin products promptly as ordered. But when he discovered he was not completely satisfied with the product, John returned the merchandise for a full refund as promised in GeroVita’s advertising.

Time passed and the refund didn’t arrive, so John called the company’s toll free number. GeroVita’s customer service representative confirmed that the returned items had been received and a refund was being processed. But days quickly turned into weeks, then months, and spring became summer, then fall, and still John had no refund. He decided it was time to get some mileage out of his COMBAT membership and asked us to help get his money back.

John dutifully provided us with copies of his correspondence with GeroVita and a copy of his money order, giving our mediation volunteer sufficient information to craft a letter to the company’s president, providing a detailed account of steps Mr. H. had taken. We included an itemized list of the vitamins ordered, shipping costs, a copy of the money order, and the packing list provided by GeroVita.

We reminded the company of their advertisement promising an “unconditional money-back guarantee,” reiterating that Mr. H. was not completely satisfied and was, therefore, entitled to a refund. Our letter further described John’s telephone conversation with GeroVita’s customer service representative who had confirmed that the company had received the returned vitamins several months earlier. We reminded GeroVita (in the event the company didn’t have a calendar handy) that four months had passed since Mr. H. first asked for a refund and that we felt GeroVita should respond promptly in compliance with its money-back guarantee.

While awaiting response, our caseworker discovered another address for the company, this one in Las Vegas. COMBAT wrote this company address as well, noting that we often find it prudent to contact multiple company headquarter locations, especially when they are in different states, to make certain our request goes across the right desk.

GeroVita responded through a company attorney who assured us that the firm would honor its 30-day unconditional money-back guarantee and that a clerical error was the cause of our Maine consumer’s delayed refund. The attorney said a refund check was on the way to Mr. H. for the cost of the vitamins and shipping.

Shortly thereafter, our Patten member notified COMBAT that he had received his refund and thanked our volunteer for getting back his $102.90 after four months of failed attempts. You’re welcome, John.

Before you find yourself in a similar situation, follow John’s good example. Take good notes and keep complete records when you place an order by phone, mail, or online. Keep copies of dates, order blanks, advertisements, correspondence, contracts, and other paperwork. Note when follow-up phone calls were made, and if you spoke with a company representative, get the person’s name. Documentation is not always necessary to guarantee a satisfactory outcome, but it sure helps speed up the process.

And remember, if efforts on your own behalf bring no result, and no tax supported state or federal agency will listen to you, you always have a group of neighbors who volunteer for COMBAT – Maine Center for the Public Interest who will do its best to help you get your minimum daily requirement of satisfaction.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT-Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. Individual membership $25, business rates start at $125 (1-10 employees). For help and information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor, ME 04402-1329.