Complaints

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• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair 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 training and nutrition coaching from the company, and they did not provide the services I paid for. We were always paying a month in advance, so when i made my payment 2/1/23 i let them know that March would be my last month. the owner then proceeded to place an unauthorized deduction in paypal for another month. i let him know immediately, and asked that he refund that money, he waited three days until i finally had enough and threatened to file a paypal dispute, then he returned my money. he then proceeded to delete my account from their website which is where all training and personal information was uploaded, and resources for diet and nutrition, he deleted my account from the training app, and told my nutrition coach not to help me. But i had already paid for the last month, so i now want a refund of that month for $500 since i have not been provided the service.

  Business Response

  Date: 04/05/2023

  The $500 dispute has been settled/refunded via PayPal. That said, i would like to provide the facts around this complaint because the complaint is vindictive and dishonest.
  
  **************** became a member of our group training program on December 10, 2021 and was a recurring member until she applied for 1-1 coaching help last year. This is a group training program that opens up 4x/year and runs for 12 weeks.
  
  Mrs ***********;then also applied for 1-1 coaching help and paid a deposit in July/22. Her coaching commenced on October 7, 2022 with one of our assistant Coaches, *********************. We have a 24-week minimum (6mos x $500/mo = $3000 minimum coaching investment) which would take her to March 24, ******************************************************************** continue on month to month.
  
  She's been a very satisfied client:
  "i am not unhappy or unsatisfied in any way with the advice i have gotten as it is working for me and im making progress and very happy about it. im lifting weights that i never thought would be possible and seeing muscles and fat loss i had lost hope of ever getting.    ive told many others about the group and the principles of what i am doing and that its working."
  
  "the owner then proceeded to place an unauthorized deduction in paypal for another month. i let him know immediately, and asked that he refund that money, he
  waited three days until i finally had enough and threatened to file a paypal dispute, then he returned my money"
  
  As a company we use automatic/recurring billing via PayPal and have for over 15 years. Clients are given a link to activate the recurring/monthly billing and then PayPal auto bills. There is no manual billing by us, nor any means to do so. Just like clients activate the payments in their personal accounts, they also cancel them in their personal accounts. On the times clients have not canceled/forgot, PayPal of course will continue to bill. We, as we always have, simply refund it.
  
  Please see the attached. The payment occurred on Wednesday, March 1/23. Refund was initiated 2 days later on Friday, March 3/23, a reasonable timeline, and PayPal completed it March 6/23.
  
  "he then proceeded to delete my account from their website which is where all training and personal information was uploaded, and resources for diet and nutrition, he deleted my account from the training app, and told my nutrition coach not to help me. But i had already paid for the last month, so i now want a refund of that month for $500 since i have not been provided the service."
  
  **************** had access to all resources including her training via app (see screenshots) until she submitted a PayPal dispute.
  
  The account restriction was put in place shortly after **************** filed the dispute with PayPal. I am uncertain why it would be expected to have continued access to our resources or programming or continue to be coached (ie. provide services) in the midst of a cancellation and refund request (for not providing those services). **************** went on to personally insult via messenger our coach for not helping her "on the side".
  
  The original dispute was for $200 of the $500. I replied to **************** saying:
  
  "If a $500 payment is good for 28 days, you're not entitled to a 4-week refund since you were not  denied full service for 28 days. Given an October 7 start date, 24 weeks would take you to March 24/23. First payment September 14 and a start date of October 7 means we'd add 23 days from your final payment. Last payment is February 1 which would take you to March 1, plus 23 days which brings us to March 24. March 5 is our parting of ways which is 18 days early. The pro-rated refund there would be 18/28*500 equaling a $321.42 refund.  You had put in a dispute for $200, but I have no problem returning $321.42 to you."
  
  **************** amended the PayPal dispute to the full $500 instead, which we decided not to respond to and let PayPal just return the $500 in it's entirety and accept the small loss.