Complaints

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• Initial Complaint

  Date:08/29/2022

  Type:Order 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.

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

   

  This response does not accurately reflect the matter, and I encourage that you request records for any claims by Ms. ****. Her lack of integrity and repudiation is shocking. My primary interest in reaching out to the BBB is to educate others and help them avoid a situation like this. 
  Throughout our communications I have attempted to focus on the factual and quantitative, and work towards a mutual agreement. Ms. **** is delusional, dishonest in her marketing, and does not honor her contracts. 
  Please note I have attached all emails exchanged with Ms. **** to date, and we have not had communication by phone or other method. Any of her truthful claims should be able to be validated on these limited communication chains.
  Ms **** claims changes do not impact current students, which is untrue. April 11, 2022 she held “Special Zoom with ******* + Training Updates” communicating how current students would be impacted. The contract states that weekly trainings are to occur through Dec 2022, these changes would stop providing weekly trainings Sept 2022. This was then reiterated in an email from Ms. ****** April 14, 2022 which identified that I was a “coach impacted by these changes” and that “the program will be shifting to a strictly immersion model starting in September”.  The contract I have with ******* ***** ****, Inc. clearly includes weekly office hours and weekly trainings provided  through the end of term Dec 2022. (see attached emails and contract on file)
  Ms. **** claims that Ms. ****** did not tell me to quit the program. Please see attached email where Ms. ****** in writing suggests again that I quit the program, as well as a follow up email from Ms. **** gave an ultimatum that I quit the program at a later date. Statements regarding my conversations with Ms. ****** are hearsay in nature, and also untrue. (see attached email)
  Ms. **** identifies that classes are taught by “instructors” in her letter. The contract clearly states that “instructors” and support coaches provide office hours. Ms. ****, the primary instructor (e.g.weekly Mini Training Mondays, modules, online content, and immersions), has failed to provide office hours throughout the course of the program. My request was for the contract to be followed, including that of instructor Ms. **** provides office hours. Please note, the contract fails to define instructor/support coach, though the contract is with ******* ***** **** Inc. and as of today the website shows “Her passion is teaching”. Further there are no persons I’ve interacted with on her team that have a title as instructor or support coach (including Ms. ****** who offers office hours as the Operations Manager). During onboarding calls, Ms. ****** verbalized that office hours were provided giving an opportunity for personalized feedback by Ms. ****. (see contract and emails attached). I had clearly hired Ms. **** for coaching and education, via the contracted office hours and weekly training.
  I have not now or ever expressed that I expected private coaching services, this claim is untrue. (see emails attached)
  Ms. ****** and I never discussed a refund. This is untrue. (see emails attached)
  A refund was first mentioned in response to Ms. ****’s emails pressuring me to quit  after it became clear she was unwilling or unable to fulfill her commitment. My response states “Should no longer participating in the program be the best solution for all parties, I would expect a full refund of my tuition investment.” (see emails attached).
  Ms **** responded by bringing the topic of the contract into the conversation for the first time. She offered an ultimatum that I participate or quit, with a 25% refund ($3k) contingent that I would revoke lifetime access to content or certification eligibility. At that time,  roughly 40% of the contract duration had occurred. And, the lifetime program content is advertised at a value of $29k. My continued request was that she follow the contract as signed and advertised; and I responded that I believed she was in anticipatory breach of contract with her intent to cut short weekly trainings in Sept 2022 (contract states to be provided through Dec 2022). (see emails attached).
  Ms. **** responds to me stating, “I feel that you are in breach of the contract and out of alignment with your commitment to be coachable, show up to classes, and take responsibility for your own success in this program.” (email attached) The contract however does not include this language or similar items. (see contract in file). Please be reminded, due to the time zone change, I was unable to attend classes live as shared verbally to Ms. ****** prior to enrolling. 
  The solutions Ms **** claims to have offered are that: I can provide a list of teaching topics for them, I can be more 'coachable', I can quit the program, or I can attend live classes. Ms. **** has failed to take any accountability or offer solutions to align with the existing contract (see emails and contract). Though I appreciate the consideration, please be mindful that these suggestions considered do not address the feedback I had provided in any capacity.
  Again, I had not requested private coaching or that classes be taught in another time zone. This is false. Ms. **** quotes me in her letter to provide another time zone “more convenient”, I had not shared that, this is untrue (please see the emails). 
  I continue to believe that Ms. **** is in breach of contract. I primarily requested that she come into alignment with the contract by providing office hours and weekly instruction for the length of the contract. It was evident that Ms. **** was unwilling or unable to do so; and I offered that we come to an alternate agreement that is fair and reasonable. I had suggested in addition to coming into alignment with the contract, a full refund or the value of the program based on Ms. ****’s advertisement. Ms. **** falsely quotes “settlement” in her letter, even claiming extortion. On multiple emails, I state something of a mutually agreeable exit strategy. We are clearly negotiating in this exchange, from my perspective to come to a reasonable conclusion to our agreement. 
  June 20, 2022 I was immediately blocked from the online portal to which I had purchased lifetime access (advertised at a value of $29k). Note that the contract requires three days notice for termination, to which was not adhered to - yet another area in which the contract was disregarded blatantly. (see contract and attachment of dated screenshot).
  I do not appreciate this ongoing behavior of unprofessionalism, dishonesty, and lacking integrity. Ms. **** misquotes Ms. ****** and myself on multiple occasions in this letter including regarding quitting the program, convenience, settlement, and harassment. These are strong claims and Ms. **** has used these terms in previous communications. She does not appear to have a clear understanding of the events and has escalated the situation throughout this process. On a personal note, I cannot imagine emailing a student/client something like this without ever having a conversation with them.
  I do continue to believe a fair option in resolution is to honor the contract including fulfilling a twelve month term of weekly instruction and lifetime access to materials. Another reasonable option offered is to provide a refund, as Ms. **** is unwilling or unable to fulfill her contract. 
  My greatest hope is that the BBB retains this feedback publicly so that others considering joining this program can have valid feedback about Ms. ****’s behavior. Regardless of our disagreement, this is a factual depiction of my experience with her and her company. 

  
  Thank you for your consideration.

  Regards,

  
  

  ****** ******

  
  
  

  
  

  
  

  
  
  that ******* **** honor the contract and provide the program purchased). Mrs **** and her team have continually escalated the situation, and I began receiving aggressive emails from her husband. At this point, my concerns about the opinionated teachings (without academic/scientific basis), ongoing program changes, emotional immaturity, and overall lack of integrity were fatal flaws in her ability to comply with the contract and provide the information/services purchased. ******* ***** **** has failed to provide the services purchased (over six of twelve month long program), blocking me from accessing the online information (recorded videos, worksheets, etc). Lifetime access to this information was part of our contract, and in failure to provide something so rudimentary she has ultimately failed in her commitment. I have never encountered a person with such a lack of integrity. Since she has failed to provide the services/lifetime materials purchased, I have requested a refund.

  Business Response

  Date: 09/26/2022

  Ms. ****** assertions are misrepresentations of our program, the communication we had with her, and the events that transpired that necessitated her removal from our program. I take the accusations made by Ms. ****** very seriously because they are not accurate or indicative of the high ethical standards that my company and my team embody each day. 

  Business Response

  Date: 10/07/2022

  Hello ********,

  Attached you'll find my written response to the claim filed and a copy of the contract referred to in this correspondence. I've also included screenshots.

  Please let me know if any additional information is needed or if I can do anything else to help this process.
  
  Thank you,
  

  
  

  Business Response

  Date: 10/10/2022

  Hi ********,
  
  Happy Monday! I don't know if I should send this additional information over, but I thought it might be useful.  Regarding the dispute Ms. ****** filed against me with ******, I was just informed that they decided in my favor.  Here's a screenshot of their decision.  I believe this is further evidence that her claims against me and my company are mischaracterizations and unfounded.
  

  
  

  Business Response

  Date: 10/23/2022

  Hi ********,
  
  Attached you'll find my second response to Ms. ******'s claims.  
  
  I hope you have a great week!
  
  Together We Rise,
  

  
  

  Customer Answer

  Date: 10/25/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  The fact of the matter is that Ms. **** was hired to provide a yearlong program with weekly teaching and office hours, including lifetime access to program contents. She provided four months of weekly classes and content (no lifetime access, no office hours) after which she announced she did not plan to provide the yearlong program to end after nine of twelve months.
  In previous emails she claims not to provide office hours because she is not an instructor but rather the CEO; now however that it is a small company and they wear multiple hats, claiming it "bizarre". This is gaslighting.
  Ms. **** attempts to deflect her deceptive marketing practices, attacking my personal character. Ms. ****** clearly states in her email that weekly classes are not offered after September 2022, while the contract includes weekly classes through December 2022.
  The reduction in classes contracted and offered are a reasonable concern, even if I attend them remotely. I've been clear, even prior to enrollment, that I am unable to attend classes live due to the time change. Ms. **** clearly has no awareness of her students.
  I was berated by Ms. ****** on the phone and received pressure to quit the program, which triggered a discussion of an alternate agreement to relieve Ms. **** of the contract she clearly is unable or unwilling to fulfill, including a refund.
  Only after does Ms. **** claim I was in breach of contract when it becomes clear I will not voluntarily quit the program in response to her inability to provide the services contracted. Refusing to agree with someone's blatant disregard to provide the information and services purchased is not a breach.
  No extortion has occurred, though several options provided. Ms. **** has always and continues to have the opportunity to provide the services and information purchased.
  I was unfortunately unable to respond to ****** within the timeframe as I was traveling.  I will again be out of reach until mid November for a business trip abroad.
  I hope that you can focus on the facts. Ms. **** did not provide the contracted services and lifetime access to program content as purchased.
  Thanks again,
  

  
  
  

  Regards,

  
  

  ****** ******