Complaints

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• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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.

  I paid $5,400 for a coaching program for both nutrition and exercise coaching. When I started, they only gave me a coach that was for nutrition. I asked about the exercise part and they just gave me access to some recorded videos, not a coach. I followed the coaching the best I could - during the time participating in the calls and program. When I wasn't getting results, they kept saying trust the process. When after 10 months, I still was not getting sustainable results, and I told them I wanted either a new coach or a refund, the tried to gaslight me multiple times over three weeks. When I expressed anger, they seemed surprised. They have turned off my access and are refusing to refund my money. They said I had to complete the program but they turned off my access and they have failed to provide alternate solutions that are acceptable to me.

  Business Response

  Date: 02/19/2025

  Weve reached out via email to set up a call and work with you to find a solution. You came into coaching working with a personal trainer and having done my Dynamic Strength workouts. You wanted to stay with that trainer so we paired you with Registered Dietitian ***** to provide nutritional guidance. You and ***** did consistent calls throughout the 10 months. Reviewing those calls, its exciting to see the wins you celebrated and that your husband saw your progress. ***** gave you things to work on and you recognized your own areas for growth. 
  
  Your consistency dipped around the holidays, as ***** pointed out. This consistency slid further and ***** discussed needing to reign things back in to see progress build. You both agreed on shifting focus from weight loss to enjoying the season.  After the holidays, she pushed again for consistency when the plan wasnt being followed, and this is the first time you expressed being frustrated with a lack of results. 
  
  My contract has a double guarantee - if a client puts in the work, following the program, I guarantee results. But the plan doesnt work if you dont work the plan. As coaches we want to work to meet you where you are at, but when your nutritional compliance is 14%, as ***** pointed out, results arent going to snowball as fast as wed like. I know it is frustrating when we feel like were working hard and things arent paying off, but that is why we coaches push and point out inconsistencies as areas for growth. We dont give up on clients and give that tough love so you can see results snowball like you did before the holidays when the scale went down from ***** to 186.7. 
  
  We would love to get you back in a groove and discuss ways to help you see the value in the remaining months of your program. In our email exchange, I pushed for you to still have access and work with your coach, which you refused. 
  
  Id love to come to a happy resolution on our call on Feb. 28th at the time you said worked for you.