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:08/31/2022

  Type:Product 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.

  I spent a total of $11,495 to attend the Business Mastery event scheduled for Aug ***** 2020. Due to the pandemic, the event was cancelled. When I requested a refund, I was informed there would be a $1,995 fee or I would have until 2/2023 to use the credit for another event. UPW in November is the only in-person event **** has scheduled for the year, and given the deadline, I asked on 8/22/22 to use my credit to attend that event. However, I was told that I could only use the credits in my account for virtual events. I've made it very clear, since 4/2020 that I have no interest in attending virtual events. I simply wanted the chance to attend the event I had signed up for originally which is an in-person event. I emailed on 8/26/22 asking for a refund and have not heard back from anyone in the organization since that date. ***I'm requesting the help of BBB in recovering my $11,495 for services not rendered. My emails are being ignored. I've even scheduled calls with their customer service agents and no one shows up for those meetings.***I feel taken advantage of, and disappointed that after gaining some much help and guidance from **** in the past, I now feel I have been swindled.

  

  Business Response

  Date: 09/20/2022

  This is in response to BBB ID ********.  This is to let the BBB know that we resolved this issue directly with the client and how it was resolved.

  As an initial background, the client purchased the event in question for $9,995 in 2019 and then also selected an upgrade of an additional $1,500 in a separate transaction for the total of $11,495.  As the client noted, these 2020 events had to be delayed because of the pandemic, and we then have converted many of our events to virtual events, rather than live, in-person events.  While most of our clients welcomed this change, this client was only interested in a live event.  Although we regret that our customer service team was slow to respond to this issue with this client, this was in no way an intentional act, as we always strive to make all our clients raving fans.

  Upon receipt of this BBB complaint, on September 5, 2022, we immediately processed both refunds (the original $9,995 and the additional $1,500) through the credit cards that were used for the original transactions.

  Because this client has received a full refund, which was the stated goal of this BBB inquiry, we consider this matter resolved in favor of this client and now closed.  Thank you!

  Customer Answer

  Date: 09/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:08/09/2022

  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.

  I purchased the online course called Project Next from the **** Robbins organization marketed as the company name: Mastermind. Charge to my credit card of $997 took place on August 6th.They BOLDLY said there was a 100% Guarantee for a refund. Additionally, the federal law states there is a 3 day cooling off period.I emailed them on Monday morning, August 7th requesting the refund as stated in their guarantee. I ask that they confirm the refund would be processed and provide me the time line. They did not respond.I emailed later in the day and they still did not respond.I emailed again in the morning on Aug 9 - no response.I have copies of all of these emails.I had reviewed the course material and found it to be lacking. Here is the exact words of their guarantee: WE OFFER A 100% MONEY BACK GUARANTEE We're so confident that this is exactly what you need to get from where you are to where you want to be, that we offer a 100% money back guarantee - email us and we will take care of your refund!They are not honoring this.

  

  Business Response

  Date: 08/25/2022

  This is our response to BBB Complaint ********.  

   

  As an initial matter, the product that was purchased by this client--Mastermind, is not one of our company's products/services.  All billing and customer service are handled by another company.

   

  Despite that, upon receipt of this BBB complaint, we forwarded the information to the company that is responsible for the Mastermind product, and we asked them to resolve this matter directly with their client.  We were told within 48 hours of our receipt that this client was fully refunded their entire purchase--on August 9, 2022--refunded in the amount of $997 through the credit card that was used for the initial purchase.

   

  Even though this was not our client, we promptly reached out to the company that is in charge of Mastermind and asked them to resolve this issue with their client, which we understand happened, and thus we consider this matter closed.