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:04/21/2023

  Type:Product 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.

  The shift network lets you download classes/ workshops and access them for life. After subscribing to them to a biweekly flute class, I discovered their lessons are not downloadsble.Recently I contacted them and said I got behind and wanted to cancel the subscription so I can catch up. They said none of the prior classes would be accessible. The reason being they wanted to stop piracy. ( Yet you can access your account with email address only and there is no password. So anyonecwith your email address can access it)However, after joining, I purchased a 7 week class from the same flute instructor. And thise are still downloadable Someone who joins today, will have access to all the prior classes for the 1 month fee myself and others have been paying for 12 months total. And If we leave, we can not see them. Unless we rejoin again later for a fee.I request the network make them downloadable or have a way once a course is left, there is a way to access what has already been paid for. Many people are complaing about this issue on the classes website sponsored by the Network. Also, when you leave, they shut you out of the ** page for the class. The other flute class they let the room open for people to chat.I wonder how many people left and discovered this tragedy.

  Business Response

  Date: 05/01/2023

  Dear BBB and customer, 
  
  On January 1st, 2023, The Shift Network changed it's policy of allowing the download of videos from its website because of an increasing amount acts of piracy.  I am aware that this change presented an inconvenience for some long-term customers that are accustomed to download and view videos offline.  To my awareness the company did it's part to communicate the change with customers before and after the change took effect.   We are aware that this change presented an inconvenience for some long-term customers that are accustomed to download and view videos offline.  To my awareness, the *************************** is open to assisting customers with this matter.  
  
  Please let me know if I can be of further assistance.
  
  Warmly,
  
  **********************;
  Director of Operations
  The Shift Network
  

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19964919
  
  I am rejecting this response becauseThis class has never been allowed to download, its been in existence for about a year.  And i joined another class after this one over the summer, where downloads were allowed.

  Furthermore, their policy is lifetime access.  The customer service said if i leave the class, I will not be allowed to access the classes i ready paid for in Christines monthly class.

  And people who join today, get access to all the previous classes of this without additional payments.  This was addressed in the complaint.

  If they arent going to allow downloads, they need to allow access to classes already purchased.

  Their response did not address the entire complant.  And when people choose to leave the class, they have a right to access what has already been paid for.

  Others from the class have been complaining about this too 

  Liftetime access means lifetime access.  They need to figure out how to get people access who leave the class.  We paid for the class and are owed the continual access to what we have paid for.

  I just wanted to pause to catch up what i got behind and review, then rejoin later.  Now i have to keep paying to kerp accessing what i already paid for.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/05/2023

  Dear Rodger *******, 
  
  Thank you for clarifying further - I understand your complaint better now as well as your disappointment and frustration.   Sorry for the composition of my prior email, this is the first ever complaint that i've responded to via the BBB site so I was not aware that it would be read directly by you.  
  
  I have been in touch with other managers and the Customer Support team, whom i understand you have a ticket with - that will be the best way to communicate about this matter moving forward and to support you.  I believe there will be new information shared soon with all participants of *************************'s Membership Program.  
  
  Please let me know if I can be of further assistance.
  
  Best wishes,
  
  **********************;
  Director of Operations
  The Shift Network