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:01/23/2024

  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.

  Purchase was on 09/10/23 for $3300 through Klarna financed for 18 months. Website is dead to the world, llchttps://www.dtwheadquarters.com Due to severe physical, mental, and emotional health issues, and despite my best efforts I was medically unable to access and utilize the event planning services provided by your company. anxiety from the *** activities and related finances, my medical issues escalated to the point of severe self-harm and extreme psychological distress, nearly causing hospitalization. Instead of offering a reasonable compromise, a member of DTWs event planning staff told me that my choices were to be homeless or be hurting [myself]. In a message dated November 10, he told me: I'd much rather have you be homeless and struggling than be hurting yourself. I believe it is in the best interest of fairness and ethical business practices to partially refund my $3,000, as I was unable to take advantage of DTWs services and because *** responded by decreasing my access to services. November 10, a *** representative acknowledged in a voice message: I completely understand why you havent been able to communicate, and because of that lack [of] communication, we just havent been able to get anything done. Its very clear that youre not in the right head space to take this on. So what Im gonna do is Im gonna delete the channel on Slack, and I dont really see the point in continuing to text try and contact every day. As detailed in my audio and written messages with ***, I continued to inform *** of my medical issues. *** repeatedly acknowledged the impact its program was having on my health and knew that these health issues made it impossible for me to fully participate in the program I am requesting *** to offer a partial refund in the amount of $3,000. The company has given no response to any further messages, nor have they made an effort to refund any amount through Klarna.

  Business Response

  Date: 01/27/2024

  ******* signed a contract for us to provide consulting services which included access to a private slack channel that she utilized during our 3 months together.  The agreement also states that the purchase of our services includes full access to our course work for life, which she still has access to.  In the messages ******* shared as evidence, you can see us saying that she essentially either needs to take care of her mental health or focus on achieving the results she wanted by paying for our services.  Our CEO, *********************, the person she texts in the first messages in her shared evidence, tried offering to pause the services but, similarly to her doctor, we think she needs to make the choice to stop self harm or continue the services at a later date because she acknowledged that her self harm is stopping her from achieving her goals.  She agrees in the contract not to dispute or refund the payment at all due to any circumstances.  We also use our moral discretion to allow refunds, but because her decision to self harm is fully in her control, we do not see it as grounds to refund her payment after providing the services.   We have offered to help many times, but as ******* mentions, she does not think she can continue achieving her goals because of self harm.  So we paused the services and the offer to resume services still stands! This is the compromise we have offered.  She also breached the contract by disputing the payment financed through a company called Klarna.  We are not in breach of any laws or any agreement made with *******, but if the opportunity to help her presented itself, we would continue the services to help her.  But as long as her choices conflict with her well-being, it is not plausible to continue to services as she stated many times.  Unfortunately it would be in breach of agreement to refund a payment for our services of any kind, especially because we fulfilled the services payed for and will continue to fulfill our services to the highest degree.  For reasons of morality, Id like to add that we do sympathize with her mental health condition and want her to get better.  But if the workload is causing her to self harm, then it is in her best interest to pause the workload so she can improve her quality of health.  The last thing anyone wants is for her to be in debt, struggling, or hurting.  Its worth mentioning as well that in the messages ******* provided as evidence, we do in fact offer to pause services, and she then asks for her money back.  We also had a zoom meeting face to face offering the same thing but she continues to ask for her money back and come to places like the BBB and send us emails to try to get a partial refund, something which is in direct breach of our agreement.  We only wish ******* would accept our offer to continue the services.