Complaints

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• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising 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 a $399 sleep consultation package, which included a phone call (***** mins) w/a consultant, a sleep plan, & 7 days of support. I contacted the company to see if they could help transition my 18 month old into his own room. A few days after purchasing the package, I emailed the consultant asking for a refund b/c I changed my mind & honestly had a gut feeling it was a bad decision to go w/this company. The consultant said no, even though she had not had the phone call w/me yet to discuss the plan. She said the process had already started. I had emailed her information about our situation/ completed a questionnaire, which was a complete joke. After she (******) told me no, I thought well I just spent $400, I guess Ill have the phone call to go over the plan to see how it goes. I had the 40 mins call with her, she sent me the plan. And it was a complete nightmare. The company advertised it as a gentle approach which it was definitely not, it was a cry it out method. I followed her plan for almost a whole night and my son cried/whined/called out for me from 8pm-140am. I felt awful. Worst night as a parent. On the phone call with ******, she told me to email her in the morning to update her. Which I did, and I told her I didnt trust her or Cradle Coach. I emailed the owner, and asked for a partial refund since I no longer wanted any kind of support from them. She didnt respond until I posted a review on ****** a days later. The owner said since the phone call and plan was sent to me, she could not offer a refund. Which was ridiculous. I asked for a refund before the phone call and plan was sent and ****** told me no. The owners email goes on to say that had I emailed ****** that night, she could have provided me with gentler techniques. ******* email was defensive and put the blame on me, like it was me to choose this plan and I was the one who couldnt do anything different. This company is robbery. They didnt provide me w/ the services I paid for.

  Business Response

  Date: 07/26/2024

  The Full Support Sleep Package that the client purchased from our company includes: 1. Sleep Intake (a form that is provided to the client to be completed prior to the writing of the Sleep Plan), 2. A Custom Sleep Plan, 3. A ***** minute phone call OR video recording (customer choice) and 4. 7 days of unlimited email support.

  The customer completed the sleep intake form, received the custom sleep plan, and joined her consultant for a 45 minute phone call. The customer engaged in email communication with her consultant for about 1 day after the start of the plan, and then ended communication. As a company, we cannot communicate with a customer if they choose not to communicate with us. All services that were paid for were provided by our company to the best of our ability, including being available for ongoing email support as needed, which the client did not choose to use.

  The customer did request a refund after they had already submitted the sleep intake form to their consultant and after the consultant had already written the sleep plan. As we had already completed a large percentage of the work that the client paid for, we did not offer a refund at that time. When the consultant, ******, explained that we could not offer a refund, the client's response was, "Okay, I guess apart of me wants to cause I do feel tried some days and feel like he doesnt sleep enough, and then other days I have this thought like, he will wean and sleep alone when he is ready. So, ugh. Mothers guilt, I guess. Hes also the last one we will have, so theres that piece." You can reference this email in the attachment "Fwd: Questionnaire".

  The customer then emailed our company email address (different from the one she had already been communicating with her consultant through), *********************************** after she had received the sleep plan, attended a 45 minute phone call with ****** and started the sleep training process to request a partial refund. The email unfortunately went to junk mail so it was not seen until after the customer wrote a ****** review stating that she had emailed us and not received a response. I (owner of the Cradle Coach) then found the email in junk mail and replied to the customer informing her that we would not be able to offer a refund as the services had been rendered.

  After the customer shared that they did not feel good about the approach that was outlined in the sleep plan provided, ****** (consultant), offered to discuss different, more gentle approaches, but the customer declined. A second, more gentle approach was also included on the sleep plan originally provided but that was not the method the customer used.

  As a company, we provided all of the services that the customer paid for and therefore, did not offer a refund and will not offer a refund. 

  You may reference custom sleep package information here: ********************************************************

  You may reference refund policy here: ***************************************************

  Attachments:

  1. The email correspondence between the customer and her consultant, ******. (this is in three separate attachments as the first few emails are not showing up correctly in the first attachment)

  2. The email that was sent to the customer with the Custom Sleep Plan attached.

  3. The email correspondence between myself (owner) and the customer after they requested a partial refund.

  4. Email from customer to ****** explaining how the night went

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21988109
  
  I am rejecting this response because:

  I requested a refund 3 days after purchasing the package. I made the purchase on June 22nd. On June 23rd and 24th, I completed the questionnaire and sent (via email) narrative information. On June 25th, I asked for a refund.
  During the information talk with the owner, I was told that the consultant would have the plan 2-3 days after receiving the questionnaire (when she was explaining how the timeline works). The date on the plan is June 24th, which is absolutely false and absurd. 
  The company claims, I received the majority of services. However, I did not receive majority of the services paid for. I asked for a refund BEFORE the plan was even sent to me and BEFORE I had a 45 min talk with the consultant. I will pay for sending in a questionnaire, as thats all I did before asking for a refund. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/28/2024

  Do you need emails from the consultant? 
  What happens if the company continues to refuse to refund me? 

  Customer Answer

  Date: 08/01/2024

  The company did not provide all the services paid for. I asked for a refund before the plan and before the talk with the consultant. After she told me no, then what was I supposed to do. I had already paid $400. So of course, I said, yes Ill still proceed. I never used the 7 days of support. The consultant told me to email her with an update after night 1. Which I did, not sure if they are saying that was technically 1 night of support.
  

  Business Response

  Date: 08/02/2024

  The package the customer purchased does include 7 days of email support. The customer chose to not communicate with us after the first day of support, which we have no control over as we cannot and would not force communication when it is not wanted. The consultant who was working with this client stated in an email to the client that she was available to continue working with the client if she chose to do so but the client did not communicate any further.

  As a company, we limit the amount of clients we take on at any given time to ensure we are able to fully support each client we work with for the duration of time they paid for. Because of this, we do not offer refunds once work with the client has begun with the intake form being submitted by the client.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21988109
  
  I am rejecting this response because:

  I asked for a refund before the talk with consultant, before the sleep plan was sent, and before the process was started. I asked for a refund 3 days after making the package purchase. The owner said I couldnt have a refund (when I emailed her after night 1) because the talk with the consultant, and sleep plan had already been sent, but I did ask for a refund BEFORE those two things. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/07/2024

  Refunds are based on when the intake form has been submitted, not based on when the call takes place. The intake form was submitted by the client on June 23rd and the refund policy question was emailed on June 25th. The intake form is what allows the Consultant to have the information needed to write the custom sleep plan. As soon as the client submits the intake form, the Consultant begins working on the custom sleep plan. This is why our policy outlines that refunds will be declined after the intake form is submitted by the client, which again, took place on June 23rd and the email regarding refund policy was emailed 2 days later on June 25th. At that time (June 25th), the plan had already been written and no refunds would be considered. Emails are attached for reference.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21988109
  
  I am rejecting this response because:

  I sent in emails on the 23rd and the 24th as part of the intake/questionnaire. I was told that the plan takes 2-3 days to write. I asked for a refund on the 25th.
  When previously asked why I didnt get a refund the owner stated it was because majority of the services were provided, which is false. 
  As previously stated, I asked for a refund before the plan was provided and before the talk with the consultant.

  Sincerely,
  
  ***********************