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:03/21/2024

  Type:Service or Repair 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 am in ****** and merchant in ***. Payment of USD ***** for 4 remote zoom sessions (2021/2022). Informed recorded for archival purposes, which does not align with my informed consent. I agreed to recording for potential future reference, not simply storage or storage without any intended use. . I had reason to question the quality and effectiveness of sessions . initially asked for refund for 2 sessions (2022) for weight loss that yielded no results, but was ignored. I then requested copies of the 4 recordings under rights given to me by GDPR (June 2023) and separately re-pursued the 2 weight loss sessions refund to ensure no crossover. Merchant refunded these 2 sessions (USD 6000 October 2023) however has not provided any recordings of any of the 4 the sessions. Merchants refusal compromises transparency and accountability: I sought the recordings to verify the service I received and to assess its effectiveness. I have concerns about the quality and content of service delivered, these recordings could well serve as evidence in support of this. Please note the considerable cost of service - 3000 USD per session- and I also question if this is the standard session fee for all one-to-one clients. I ask for investigation into the merchant's practices regarding data processing and compliance with GDPR and potential enforcement action. At this stage of proceedings I have no other option other than to question the quality of service delivered, hence the merchants lack of co-operation to provide the recordings to me, and understand would be within my rights to have the outstanding USD 6000 refunded.

  Business Response

  Date: 04/03/2024

  I have received the complaint.
  As you may be aware (BBB), we have not received any complaints in the **************************** this business, although under a different business name at the beginning.

  I am surprised at this complaint because I was under the impression that we had settled her complaint which I now see as her "initial" request according to.

  I will get back with my response and resolution in a few days as I look further into this on this end.

  Thank You,

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

  Business Response

  Date: 04/08/2024

  Business Most Recent Message Date Sent: 4/8/2024 9:57:58 AM I have reviewed the emails and paid invoices regarding The complainant'sDesired Settlement. Either provide recordings to verify quality of service delivered or provide refund of outstanding USD 6000. I am willing to refund the amount of $5,000 based upon the paid invoices we have. I do realize that ******************** claims in her statement that she had four sessions. However she had 5. One of those was done gratus because ******************** had questions with the individual she had the total of four with. One session was with another individual at $2,000, which ******************** caims she had success. That individual is *********************************. To respond to ************************ question about whether those amounts are customary for these types of sessions, yes they are. As I checked the emails between her and *********************************, I note that there were many and with positive comments. ************************ invoices were issued in two different names at her request as far as our records show. This is inconsequential except for how I had to research invoices. In any case, I am happy to satisfy ******************** the amount of $5,000 withiout prejudice unless she has a total of $12,000 in paid invoices (two of which were already refunded to her) to dispute my information. I also request an agreement from ******************** when payment is made that settlement has been finalized and will not be shared with any other persons, companies, organizations, etc. Thank you

  
  

  Customer Answer

  Date: 04/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I accept the  amount of $5,000 .
  I further accept  when payment is made that settlement has been finalized and will not be shared with any other persons, companies, organizations, etc.

  You correctly point out there are 2 different last names. ******** is my legal last name. ****** is my former legal last name. There is certified legal documentation of this. Payment was made by ************ and my bank also still has this name on file, . 

  My bank details are as follows:

  - Name: MS ************

  - Address: FLAT 12. ***********************************. ******. EC4A1EP. ******.  **.

  - Name & Address of Bank:  BARCLAYS BANK ** PLC, ************************************************. **. 

  - Payment Reference: NLP SEMINARS REFUND

  - Barclays SWIFTBIC (Bank Identifier Code) Barclays ** : BUKBGB22

  - ABA Code:026002574

  - IBAN:IBAN ***************************      

  - ** Sort code: 20 35 93
  
  - ** Account number: ********
  
  I will confirm receipt of payment once received. 

  With thanks. 
  
  ***************************