Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 9, **** $497.00 USD ****** CAN I have emailed the company many times about the process for a refund. There has been zero response for all my attempts. I feel the company is offering a coaching service and not providing any response for necessary questions. I have been very uphappy so far and wish to get a refund.

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an online program from ********************* (Daily Love Media, LLC/www.regulatehq.com) called Live ********************* enrolling online the day before the January 12th kickoff which was the first live call with ****** (one of three promised as part of the program). I never received confirmation my order nor details of how to join the kickoff call. I was not given access to the programs online portal of content until Monday, January 15, despite multiple emails sent to support. I was told that their emails to me were bouncing back, so I provided an alternate address which they did not take any action on. I only received a reply from the team after I voiced a complaint on ********* which seems to be the only way to get their attention. A second call with ****** was on the program calendar for Saturday January 15-again, details of which I never received, nor have I received any response to my daily emails to support since. I am not receiving the complete program I purchased and my attempts to contact the merchant for a refund/cancellation have been futile. As payment was processed through Afterpay, I would like my order cancelled before the first payment date of February 11, and avoid being charged. I have also been contacted my other participants in the program, saying they are having a similar experience.

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was emailed by Mastin Kipp about a new Functional Life Coaching Certification Program starting and that they are now taking applicants. To join you had to fill out a questionnaire. Once I filled out the questionnaire a message popped up that said that you could increase your chance of getting a sooner interview call if you went ahead and put a deposit down of $995. I was very interested in doing the *** Cert Training so I decided to go ahead and pay the deposit. I had also done a previous LYP Cert so I felt comfortable going ahead and paying the deposit. After I submitted the questionnaire for the new *** Coaching Cert and paid the deposit of $995 I never heard anything again or did not receive a phone call so a couple of weeks later I sent and email to them about when I would receive more info. The email I sent did not receive a response. I emailed again about a month from when I submitted the payment and did hear back this time. They said they had so many applications that it would take them a little longer to get to me. I did not hear anything from them again until after I sent 4 more emails and finally 5 months from when I paid for the deposit on the cert I got a very simple email back that said they would be happy to refund me my deposit for the Functional Coach Cert Deposit. The interesting thing was they never answered any of my questions or gave me any information about why they held my money for this long and why the Cert prog was not offered to me. They also chose to not respond directly to my email that could show the chain of communication or lack of comm. on their end and how they had ignored me for 4 months. Also, the email was sent on 1/31/23 saying they would be refunding the deposit however it is now 7/9/23 and they have not issued me a refund. I have had to call my cc numerous times and submit PW to my cc company so that they will consider giving me a refund this way. I am still waiting for confirmation that I will be fully issued a refund.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first contact with the Mastin Kipp team was early Fall 2022 at which time I applied to attend an in person Self Regulation retreat to be held in November 2023. I waiting for more information to follow and emailed asking for details so I could make reservations and travel plans. I received responses that the info would arrive and that their team had been very busy with other events. The beginning of November came and no update and it was the month of the retreat. I received an email and then a follow up call from ***** saying they were changing the retreat to Feb. In order to compensate for the last minute change in schedule I was then offered a great deal and discounts on their brand new self regulation, coaching certification. The majority of the material was already packaged as a self-regulation Boot Camp and being resold as a certification. We took a certification test mid January 2023. At that time we were told it could be up to three months to get the certification back. The Mastin Kipp team does not email or keep ** updated. Responses to email inquiries state the certification test are still with our clinicians. I emailed them again, five days ago and have received no response. Secondly, as the coaching certification wrapped up, I realized that the self-regulation retreat which I had already paid for would be a repeat of what I had just completed. I do not know this for a fact, but I am very suspicious at the retreat never happened and thus I was veered to another purchase. Their contracts wisely state that there are no refunds or quits. After the first week of the marketing program, I realized it was not at all what I needed and emailed them. But just wanted me to show up to the online coaching calls and process where I am. I was not going to do that in front of a group of other people and desire to handle it in a professional business manner. At the least, I want to warn others and request a partial refund for unfulfilled promise.

  Customer Answer

  Date: 05/24/2023

  I do not think I published the complaints on the BBB website.  I do not see it on there.  Can you make sure it is not published on the website?  Also, go ahead and close it as resolved.  Can I go back and edit the complaint?? 

• Initial Complaint

  Date:10/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March/April 2022 I was sold a group coaching experience ********************************** that promised co-regulation and coerced me into believing I needed others to witness my triggered state and accept me for who I am. In a week-long free event, I was advertised to about the paid program by ******, which claimed to include "trauma informed customer service" and invited me to "show up with all my parts", including the triggered parts for co-regulation.
  
  Once inside the paid ******** group, there was NO reply from ****** or his "Trauma informed customer service" I was promised, so I reached out in the group and made one comment that the lack of response was triggering for me as we were promised trauma informed customer support. Minutes later, I received and email titled "*** purchase refund", I was removed from the group and program with no explanation, and offered a refund which I did receive eventually.
  
  In their email, they talk about my "continuity of care", as if they are medical professionals (which they are not) making judgements about me without ever knowing me or involving me in the decision making process - this is NOT trauma informed support.
  
  After 1 email back and forth asking for clarification, my email then bounced back/appeared to be blocked by ****** (email screenshots attached)
  
  ****** also posted a video on his********** (image attached) the same day stating "if you expect not to be triggered by a trauma informed program, you don't understand trauma informed". After I commented that "why do you remove people who are triggered from your program then?" My comment was removed and I was blocked. This business is completely unethical in their practices and makes false claim that they cannot support. It's dangerous and false advertising to vulnerable populations of traumatized people, who he is claiming to help. I want others to be aware so I'm submitting this here. So much more I could say.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/25) */
  Ms.********* purchased from us on March 31st, 2022. At the time of check out, Ms. ********* agreed to the terms of participation for the program and agreed to the terms of purchase, which included a full disclosure of the non-medical nature of this program. Ms. *********'s behavior violated the terms of participation and created a lack of safety for the group, at which point we promptly removed Ms. ********* from the program to protect our other clients and immediately issued a refund to Ms. *********
  
  The client disagreed with our decision, so on April 5th we sent her the following email, which included links to other support that may benefit the client more than our services.
  
  The client was promptly refunded.
  
  Our company did not make any false advertising claims and is considered the example of integrity in the industry.
  
  Below is the email we sent to Ms.********* on April 5th further explaining our position:
  
  Thank you for your email and for letting us know that you're feeling confused and also that you were excited to participate and make a choice to invest in you, which you don't often do.
  
  We applaud you for investing in yourself, and putting your time and energy into the challenge. Especially ************ that very inspiring. We are confident that the benefits and momentum of your time and energy being invested in that way will continue to pay off in unexpected ways.
  
  We can also appreciate that given your feelings of confusion, that issuing you a refund seems misaligned with the purpose and rhetoric of the challenge of all parts being welcome.
  
  We want you to know Anna, that this isn't about your parts not being welcomed. This decision is about our assessment of the continuity of care that we believe would serve you best.
  
  Given the nature of your shares and the intensity of the self-reported triggers you shared via the group, we made an internal decision that *** cannot properly support you given the structure of the program.
  
  We understand that you're feeling kicked out. However, you may come to find as time goes on this is not the case.
  
  Our decision is about supporting you to find the continuity of care that you need********************* It's because you made all your parts welcome that we've been able to make this assessment.
  
  We understand that you feel that you didn't have any say in the matter, and that is correct. Our team made an assessment and a unilateral decision, which is within our terms of service and right to do.
  
  As a trauma-informed company, we want to make sure that we are providing the kind of support that best serves our clients.
  
  While we understand that unilateral boundary setting can feel temporarily dysregulating, we are confident in our decision.
  
  Here are some resources that have a greater continuity of care that you may consider:
  
  The ************* allows you to find therapists via the directory in your area: https://ifs-institute.com/practitioners
  ********************************************************************************************************************************************************************************************************************************************************
  
  Thank you for writing in and letting us know you've been feeling confused.
  
  We hope this response, while may not be fully satisfactory, helps to provide some clarity.
  
  While we understand you may disagree with our decision, or find it strange or misaligned, we hope we've been able to shed some light on the thinking and care behind it.