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:05/25/2025

  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.

  Zoes Wellness due to multiple failures to deliver on the services and support that were promised. I enrolled in the Zoe ********* program with the clear understanding that I would receive guidance from a certified wellness coach to help interpret my health results and explain how to properly use the supplements provided. I was informed that this coaching session would take place within three days of signing up. That appointment was never honored. I reached out and was told the assigned coach would contact me. No one called, left a voicemail, or emailed. I followed up with *******, the representative who sold me the program. He apologized and claimed the incorrect number was on filedespite the fact that he had previously called and emailed me using the correct contact information. He assured me that he would arrange for someone to call me and walk me through the program.Three weeks passed with no contact. I reached out again, and ******* repeated that he thought the coach had already contacted me. I reiterated that no one had reached out. I then contacted the corporate office, where I was told that ***, the director, would reach out. She did contact me, and we scheduled an appointment. Unfortunately, on the day of the appointment, my daughter had a medical emergency and had to be rushed to the emergency room. *** followed up with an accusatory email stating she knew I saw her call and voicemail. I responded as soon as my daughter was discharged, explaining the emergency and requesting to reschedule. I received no response and no further contact from herdespite sending multiple follow-up ********* has been over six weeks since I enrolled. I have not received the promised coaching, guidance, or proper instructions on how to use the supplements. I have made multiple good faith attempts to resolve the situation and communicate staff, all of which have been ignored or mishandled. I have received none of the services explicitly included in the program I paid for.

  

  Business Response

  Date: 06/04/2025

  Dear Monique,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and disappointment you’ve experienced. Your feedback is important, and we take your concerns seriously.

  After reviewing your account, we’d like to acknowledge the following timeline and clarify the efforts made to support your wellness journey:
  Enrollment Date: You joined the Zoe Challenge program on April 7, 2025. At that time, the contact number provided was 478-309-3111, and no email address was disclosed.
  -Initial Contact Attempts: On the same day, a Service Team member attempted to reach you using the number provided. Unfortunately, the number led to a sales line that disconnected if a voucher option wasn’t selected, and without an email, we were unable to follow up through other channels.
  -April 30: You contacted your Health Consultant, expressing frustration. In response, you were gifted four Wellness Pod Detox sessions and scheduled for a follow-up call.
  -May 5: A scheduled call was made, but there was no answer, and the voicemail box was full.
  -May 9: Another attempt was made. During the call, you answered mid-voicemail, and a conversation took place where we recommitted to delivering the service you expected. An appointment was set for the following Monday.
  -May 12: Two calls were made and voicemails left. A follow-up email was also sent.
  

  Subsequent Communication: You later explained that a family emergency prevented you from attending the appointment. We understood and awaited your follow-up, as we wanted to be respectful of your situation.
  -May 30: You visited the South Fulton location and left a specific callback number. Unfortunately, we were unable to reach you at that time, and the number provided did not connect. We followed up with a voicemail and email.
  Ongoing Email Attempts: We continued to reach out via email to reschedule and support your program. However, communication ceased after you expressed concern about the contact number discrepancy—even after we provided documentation.
  

  We understand how these miscommunications and missed connections have impacted your experience.

  While we made multiple good-faith efforts to connect and support you, we recognize that the outcome has not met your expectations or our standards.
  

  To move forward, we would still like to offer the following:

  
  1. Immediate Rescheduling: We are ready to schedule your wellness coaching session at your earliest convenience.
  2. Supplement Guidance: We will provide a comprehensive guide and support to ensure you can begin your program confidently.
  

   

  Please let us know how you would prefer to proceed. You can reply to this email or contact us directly.

  We are committed to making this right and ensuring you receive the care and support you signed up for.
  

   

  Warm regards,
  
  Zoe’s Wellness Center
  
  

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 23376024
  
  
  
  I am rejecting this response because: I spoke with Michel who call my phone before leaving. No one called for coaching with items.  I have been calling around i spoke with Kim who left a unwelcoming voicemail one my daughter has a medical emergency. My number has always been the same. My email has been the same. The brake down in communication is a internal issue. I have know ideal what form you are referring to. From April until now June, I have yet to receive the products need to successfully complete the program. I was sold a dream that the program would be amazing and that is not the case what so ever. nothing has  I have come to the location which is a hour from my home and nothing. I have called and nothing. At this point it is best to cancel the contract and issue refund. I should not have to keep calling and driving to Atlanta, and nothing or one assists me. 
  
  
  
  Sincerely,
  
  
  
  Monique Reed

  

  Business Response

  Date: 06/17/2025

  Dear Monique,

  Thank you again for your continued communication and for sharing your
  concerns regarding your experience with Zoe Wellness Center.

  We want to acknowledge the frustration you’ve expressed and reiterate
  that we have made every effort to support you throughout your enrollment. Since
  your sign-up on April 7, 2025, our team has attempted multiple times to
  contact you via the phone number provided, despite challenges with the line and
  the absence of an email address at the time of enrollment. We also extended
  additional services, including four complimentary Wellness Pod Detox
  sessions, and made repeated efforts to schedule your wellness coaching
  session.

  Despite these efforts, we were unable to successfully complete your
  onboarding due to missed appointments, unreturned calls, and limited
  communication. We understand that personal emergencies can arise, and we have
  tried to remain flexible and responsive throughout.

  Additionally, we must clarify that your program was financed through a
  third-party provider, and your first scheduled payment on May 7, 2025,
  was rejected, resulting in a default status with the finance
  company As a result, your program remains unpaid, and this has further
  impacted our ability to proceed with services.

  At this point, we believe that Zoe Wellness Center has exhausted all
  reasonable avenues to assist you.

  We remain open to resuming services should
  your account be brought current with the finance provider and you wish to
  re-engage with the program.
  

   

  If you have any further questions or would like to discuss next steps,
  please feel free to contact us directly.
  

   

  Sincerely,
  
  Zoe Wellness Centers of America LLC.

  
  

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23376024
  
  
  
  I am rejecting this response because: No one called me I in fact spoke to Mike as I have stated before. I am not interested, in working with anyone that will willingly lie in regard to contacting me. even when driving to the office three time and speaking to mike he states that they have to contact me via phone to help with what to do with bag of products I have no clue on what to do with them! I have a voice mail from Kim say she knows I seen her call as if we know one another! I am not interested what soever and wish to have no further dealing with an organization as such!  300 bucks wasted because your staff sold a product, and you did not have the tools I need for the programs.  I have wasted time, money, gas, just to scammed out of my money because you knew you did not have the staffing for this program? insane 

• Initial Complaint

  Date:06/04/2024

  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.

  In December 2023 I went to Zoe ********************** to enhance my health and lose weight. I was given a consultation in which my credit was run and I received some weight loss supplies. I also received a booklet about a 30-day plan to lose weight. Over the next few weeks, I had two phone consultations about the process with a Zoe ********************** consultant and an in-person visit. There were no more phone consultations or follow-*** after January 2024. Yet, I keep receiving bills to pay for a service that no longer benefits me. I called Zoe ********************** to have the remaining balance canceled and was told it would remain. I just filed a claim with the creditor refuting the remaining balance. The main problem is that no real service is being rendered. There is no service being provided outside of a few phone calls. What exactly is the customer paying for? The nearly $2000 balance should be discharged, null, and void. I am requesting an account adjustment reflecting a $0 balance.

  

  Business Response

  Date: 06/10/2024

  Re: Dispute Claim ************************************************ Department],

  
  I am writing to formally address and rebut the recent dispute claim concerning the *** 30 Program purchased and utilized by the claimant from *** *********************** Below is a detailed explanation and justification of our stance on this matter:

  
  Service Period and Program Utilization:
  The client was an active participant in the *** 30 Program from December 21, 2023, through January 15, 2024.
  During this period, the client received all supplements, coaching services, food list, journal and technology scans included in the *** 30 Program package.

  
  Contractual Agreement:
  The client signed a contract explicitly stating that refunds are not issued unless a valid medical reason, supported by a doctor's note, prevents the client from using the program.
  No such medical documentation has been provided by the client to substantiate a claim for a refund.

  
  Program Structure and Client Responsibilities:
  The *** 30 Program is designed as a comprehensive package combining supplements, coaching services, and technology scans to assist clients in their weight loss journey. Its up to the customer to follow our weight loss plan that is outlined in the *** Journal.  Coach is on staff to help guide them through the program and to assist with there follow-***.
  Consistency and adherence to the program schedule are crucial for optimal results. Clients are required to attend follow-*** on day 15, day 30, and day 51.
  The client attended the day 15 follow-up but canceled the day 30 follow-up and did not reschedule.

  
  Non-completion of the Program:
  It is important to note that the client chose not to complete the program as designed. Despite reminders and opportunities to reschedule the missed follow-up, the client did not take the necessary steps to continue with the program.
  Our terms clearly state that the full program fee covers the entire package of services and supplements, regardless of whether the client completes the program.

  
  Program Commitment and Payment:
  By enrolling in the *** 30 Program, clients agree to a commitment to follow through with the entire program. The payment covers the bundled package of services and supplements provided at the beginning of the program.
  The client received the full value of the initial package, including all supplements and services up to the point of non-completion.

  
  In conclusion, *** ********************** has adhered to all contractual obligations and provided all agreed-upon services and supplements as part of the *** 30 Program. The clients decision to discontinue participation does not alter the terms of the agreement or the non-refundable nature of the program fee.Therefore, we respectfully maintain that the claim for a refund is unwarranted and should be denied.
  Thank you for your understanding and consideration in this matter.

  
  Sincerely,
  ***************************
  Operations Manager
  Zoe Wellness Center
  

  
  

• Initial Complaint

  Date:03/20/2024

  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 Whom It May ********* was employed by ****************, LLC which also owns this company. During my employment I was monitored without my knowledge which impacted the technology under my skin. I also was subjected to very traumatic and hostile work environment, that included a weeks long hazing, for which I quit after running an audit report that showed someone used my QuickBooks credentials to change financial documents. I filed unemployment and was awarded unemployment, but never received my check. Since, I have been a victim of a Ransomeware attack, Cyberattack, had my bank account hacked, identity stolen, Please see all other court records and legal documents. I have filed multiple complaints and contacted all the proper government agencies. This company needs to be shut down, along with all his other companies and I can testify to multiple issues that involve legal issues if need be.

  

  Business Response

  Date: 03/27/2024

  To whom it may concern,

   

  Please see attachment response from our attorney in response to the BBB complaint filed.

  Please note the complaint filed on Zoe ********************** BBB has nothing to do with Zoe ********************** as a company.

  if you have any questions, please contact our attorney, phone and email are on the letter provided.

   

  Thank you,

  Zoe ********************** LLC.

• Initial Complaint

  Date:07/17/2023

  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.

  I began with *** Wellness on 4/7/23 and I requested cancellation and refund on 4/10/23. In May the sales representative offered me a $550 refund which I felt was unfair because I had not received product support or the services offered with their products. Additionally, I had not been able to get support through their member access portal. I began communicating with their account manager (***********************). I again agreed to pay for products received and deducted the cost of items (which is outlined on their website) and asked for refund of $791. They would not agree and gave me a final offer of $550 on June 30th, 2023 but did not specify that would be the final date for me to accept the offer. Additionally, That particular email went to spam and I was able to respond by July 7th and on July 11th accepted the offer and asked for a date of receipt. ************** informed me that since the banks decision was to side with vendor; they would now side with my bank, however my dispute was for $1000k and not the $550 they offered to return. *** Wellness has now opted to not return any of my funds although I have emails saying they would honor a return of at least $550. Please see the attached correspondence. Thank you

  

  Business Response

  Date: 07/20/2023

  As mentioned in the complaint, we have worked with the client for the last several months on resolving the issues that were experienced and the request for a refund. Our primary goal is to ensure the satisfaction and success of all our clients, and we regret that this clients experience fell short of expectations. We are always willing to work with clients by offering a variety of solutions.

  
  In this particular case, a solution for a partial refund was initially reached, but the client issued a dispute with their bank for the entire charge of the wellness program. Once an official dispute is made with the bank, the case is no longer in our hands and the final decision rests with the financial institution. This was communicated to the client on June 30,2023 and a request was made to please close or remove the dispute so that we could finalize the agreement for a partial refund. The June 30th email was sent as a reply on an email thread that contained several communications between us and the client. This email should not have gone into a spam folder and not seen. The client had responded to all other email communications in a timely manner with no reported problems. A copy of the email thread can be provided if needed.

  
  The client did not close the dispute with the bank and the financial institution delivered their decision on the case on July 7, 2023. The decision was in our favor and, therefore, the case is now settled. Unfortunately, there will no longer be negotiations between the client and our company.  We regret that the client is unhappy with the results of the decision, but appropriate measures were taken to try and settle matters without involving the financial institution. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20333249
  
  I am rejecting this response because: My claim with ***** fargo was prior to me being in contact and negotiations with *** ***********************  I did not receive any of the other services with this product. I only received an initial consultation and scans that were provided for free with that cosultation. I informed my bank that I was in nogiations with *** ********************** and I was willing to pay for the product bag in my ********* and offered them to deduct $225 the value of the products.    The case with ********** was dismissed and *** ********************** have received my $1000 back because the bank does not negotiate partial refunds and it was ititally filled for a full refund dispute, thus I was still in negotiations with *** ********************** for a partial refund. Once *** ********************** realized that my bank closed the case, the decided they would not give me any of my money back.  This is deceptive practices.  See below some of my correspondance with them and I plan to file case with the general attorneys office.  I can also provide additional emails accordingly. 

  ----- Forwarded Message -----
  From: *************************-Day <********************>
  To: *********************** <************************************>
  Cc: ************************************ <************************************>; ***wellness Info <**********************************>; ************************ <************************>
  Sent: Thursday, July 20, 2023 at 02:59:35 PM EDT
  Subject: YOUR URGENT ATTENTION IS REQUIRED.....Fw: *** 30 Program Refund Request - Akema Day
  
  
  
  Good Afternoon ***************************,
  
  
  
  Please view the below email; your response is requested within 5 business days:
  
  I initially put in a dispute with my bank in April before finally getting a return call from your representative. Once I communicated with your representative (Nat), we discussed my keeping the bag of products and a partial refund. Because I did not agree with the amount of refund he was offering and requested a greater amount, I got an email from him saying I was not eligible for a refund and could continue with services from your company. My response to that statement is, ********* services I've never received?" I sent a responsive email expressing my disappointment with the conversation change and began requesting contact with an individual at *** authorized to resolve it.  
  
  
  While communicating with my bank (***** Fargo), I was advised to return all the products received to continue pursuing a full refund of $ ***** or I could not appeal the dispute. They also provided me with your contact number and stated *** ********************** wanted to resolve this with me directly, which I paraphrased in my initial email to you. After verbally speaking with you and receiving your second email ( retrieved in spam), I decided to end this back-and-forth with *** ********************** and accept the partial offer of $550. When I believed we had resolved, you emailed me and reneged on the refund offer, stating you did not hear back from me, but in fact, I did respond and even called you back in your office (which I can provide call logs). Although I was disappointed with this sudden change in decision, it was consistent with my previous dialogues with your representative, who offered me $550. These actions are beginning to look like a pattern of practice within your company and do not align with the core values, beliefs, and ethics your company publicized.
  
  You stated in your last email that you would stand with the decision of the bank not to refund me $ *****. However, we both acknowledged that I did not receive services that accompanied the products in hand nor did I receive access to your online membership due to a glitch; thus why your company was in direct negotiations with me for a partial refund. My dispute via ***** Fargo became invalid once I began negotiating with your representative regarding a partial refund, which included me retaining the Product Bag. ***** Fargo also provided me with your email and noted that *** ********************** requested to resolve this directly.
  
  
   Please reconsider your decision and honor the partial refund you and your representative offered me. Be aware that I am prepared to take the necessary steps to protect my rights as a consumer, and I sincerely hope it does not come to that. Your prompt attention and immediate action in fulfilling the offer to refund me $550 will prevent further escalation. Since you have yet to respond to my request for contact information to your direct supervisor, I was advised by the Georgia ************************* of **************************** to contact *** ********************** *** for resolution before filing a formal complaint/dispute. I retrieved a mailing address and emails for *************************, who is identified as the *** of *** *********************** I've cc'd him on this email. I expect a response from our office within the next five business days to confirm the initiation of the partial refund you previously offered me of $550. I can be reached at ************ or ******************** if you require additional information.
  
  
  I sincerely hope we can resolve this matter. Thank you
  
  *************************-Day
  
  BTW I can provide additional emails and communications logged upon request.
  
  
  
  
  
  
  
  
  
  
  ----- Forwarded Message -----
  From: *************************-Day <********************>
  To: *********************** <************************************>
  Sent: Monday, July 17, 2023 at 11:50:43 AM EDT
  Subject: Fw: *** 30 Program Refund Request - Akema Day
  
  
  
  Please provide me with your supervisor's and the GM's or ***'s email so I can follow up accordingly.  Thank you
  
  
  ----- Forwarded Message -----
  From: *************************-Day <********************>
  To: *********************** <************************************>
  Sent: Monday, July 17, 2023 at 11:34:02 AM EDT
  Subject: Re: *** 30 Program Refund Request - Akema Day
  
  
  
  **************,
  
  
  I advised you in previous emails that the email went to spam.  My bank will not resolve for a lesser amount because I put the dispute in for ***** which is the full amount and initially agreed to return the product bag.  Since Reprenstive and myself were unable to agree on a dollar amount was the reason for this entire delay.   Additionally, my bank advised me to discuss this with you all upon your request for a resolution. As you stated before you are aware that I have not used the services for a variety of reasons including not having member access.   Are you now saying you will not refund me the $550 as per the previous discussion?  
  
  
  On Monday, July 17, 2023 at 11:28:53 AM EDT, *********************** <************************************> wrote:
  
  
  
  
  Hello Ms. ************** respond to your message and email, Zoe Wellness Center have offered to resolve the matter several times which you have declined. On June 30th, 2023 a final email response was sent giving you the option to accept the refund offered or wait for the banking institution decision. You did not respond and the bank has made its decision which Zoe Wellness Center will stand with.
  
  Kind Regards.
  
  ***********************
  Accounting Manager
  
  *************************************************************************
  M: ************
  E: ************************************
  
  
  WWW.ZOEWELLNESS.COM
  
  
  
  
  --- Forwarded Message -----
  From: *************************-Day <********************>
  To: *********************** <************************************>
  Sent: Monday, July 10, 2023 at 11:43:01 AM EDT
  Subject: Update.. Accepting Your Resolve
  
  
  Good Morning **************,
  
  
  I spoke with my bank this morning and let them know that I am in the midst of dealing with **** directly and that I do not want to reopen my dispute.  Can you please tell me when I will receive the $550 back?  Thank you
  
  
  ************************* Day
  ************
  
  
  
  
  From: *************************-Day <********************>
  Sent: Friday, July 7, 2023 8:29 PM
  To: *********************** <************************************>
  Subject: Re: *** 30 Program Refund Request - Akema Day
  
  
  
  Good Evening Phyona,
  
  My apologies for the earlier resent email; unfortunately, I just retrieved your email below in Spam. As I stated last week, I disagree with your company's theology of me having to pay any portion of complimentary Scans. The fact that the Scan (in question) is valued at $600 to your company does not change the fact it was provided complimentary (for my time) during my initial intake/consultation. This Scan is not a part of the *** 60 program and doesn't factor into any of the products & services I agreed to. Nor does it change the fact that I didn't receive any product support services (membership access, etc..). I  only received technical support because I couldn't gain member access which would have been a part of the product support services I paid for. 
  
  Again, I initially sought a full refund and a return of the kit received; then, I offered to pay for the products received worth $209.00 with a refund of ******, which you all are clearly refusing to do. In my final efforts to resolve this, I am willing to meet your company halfway between what I am seeking and what you all previously offered. Given the circumstances, a $645.00 refund to me is more than a fair request. I paid for the products & services, of which I received no product support services or additional services promised in our agreement, as I canceled due to dissatisfaction. If providing me with a $645 refund is agreeable to your company, I will immediately request a retraction/dismissal of the dispute with my bank. Thank you for your assistance in this matter.
  
  Akema 
  ************
  
  
  
  On Friday, June 30, 2023 at 05:43:38 PM EDT, *********************** <************************************> wrote:
  
  
  Good afternoon, Ms. ********************* your previous messages, I do understand your concerns. However, you did agree to purchase the Z60 program which was sold to you at a discounted price. Additionally, our sales team and service team have both reached out to you and offered additional support and modalities due to your concerns with the consistency of the program and your travels.
  
  Taking into consideration that our sale consultant did offer to refund you a total of $550.00 based on approval, *** ********************** is willing to honor that amount and move forward with the cancellation of the program with no further obligation to either party.
  
  If you agree with the total to be refunded to you, please let us know once you have completed the request with your bank to retract the dispute. Otherwise, we will await the banks decision as this is our final decision to resolve this matter.
  
  
  Kind Regards.
  
  ***********************
  Accounting Manager
  
  *************************************************************************
  M: ************
  E: ************************************
  
  
  WWW.ZOEWELLNESS.COM
  
  
  
  From: *************************-Day <********************>
  Sent: Thursday, June 29, 2023 4:29 PM
  To: *********************** <************************************>
  Subject: Re: *** 30 Program Refund Request - Akema Day
  
  Good Afternoon **************, 
  
  Thank you for the callback yesterday. I would greatly love to resolve this issue with you all soon. Your department feels it is fair to provide me with a 50% refund. However, as I've stated before, I disagree. This offer of $500.00 is also $50.00 less than the refund your representative offered me over a month ago.
   Again, *** ********************** consultation, assessments, and evaluation summary were provided (as advertised) for free. Additionally, your representative (****) included the ** scale assessment as a part of the consultation process and initialed it on a copy of my plan. The *** 60 plan outlines the products and services that are included. I provided you a copy of that outline to include products not received in my previous correspondence.
  
  I initially sought a full refund and a return of the kit received; then, I offered to pay for the products received and agreed to settle for $******. I am now willing to meet your company halfway of the difference between what I am seeking and what you all are offering. If your company agrees to refund $645.00, I will request a retraction/dismissal of the dispute with my bank. Please get back to me as soon as possible. Thank you for your assistance in this matter.
  
  
  Thank you
  
  *************************-Day
  
  
  On Wednesday, June 28, 2023 at 05:56:25 PM EDT, *********************** <************************************> wrote:
  
  
  Good afternoon, Ms. *********** our conversation, Zoe Wellness Center has agreed to refund you a total of $500.00 for services not rendered and retain $500 for services rendered which included the *** ********** scan and product kit.
  If you are in agreement with this offer to resolve the dispute, please contact your banking institution and have the dispute retracted. Once *** receives notice of the retraction, we will honor the refund in the amount of $500 to the card it was originally charged to.
  
  Please respond to this email with your decision. Thank you.
  
  
  Kind Regards.
  
  ***********************
  Accounting Manager
  
  *************************************************************************
  M: ************
  E: ******************************************
  
  
  WWW.ZOEWELLNESS.COM
  
  
  

  
  
  Sincerely,
  
  ************************* Day

  

  Business Response

  Date: 07/26/2023

  We are sincerely regretful that the issue with the client has escalated to this level. We take our clients concerns very seriously and we will continue to work on improving the communication channels and clarity in explaining our program and the expectations. Unfortunately,we were unable to demonstrate the true value of our program as the client did not come in to meet with a Service Consultant to begin the program. We acknowledge that there were some technical difficulties in the first few days that did not allow her to log into her online account. The problems were resolved within a matter of days, but in the meantime, the client decided that she was no longer interested in the wellness program.

  
  When signing up for our wellness program an agreement is signed that clearly states our no refund policy. In this case, the client signed the agreement and placed her initials beside the no refund statement. Our offers to provide the client with additional services were rejected and she, in turn, requested a refund. Early in the communications with the client, we made a partial refund offer that we felt was more than fair given our stated no refund policy. The client initially rejected the partial refund offered and filed a dispute with her bank. Although the financial institution decided the dispute in our favor, *** Wellness has decided to honor our original partial refund offer and has resolved this matter directly with the client.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20333249
  
  I am rejecting this response because: I filed a dispute with my bank prior to the sales representative reached out to me in regards to my concerns and cancellation.  Additionally, attached is the products and services agreement I signed for of which I was missing a few items and received none of the services due to me.  Someone from operations called me yesterday and states they will honor the partial refund, however I have not received a confirmation email.  I will keep BBB posted. 
  
  Sincerely,
  
  ************************* Day

• Initial Complaint

  Date:04/22/2023

  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 visited Zoe ********************** for a consultation on March 2, 2023. I enrolled that day under the pretense that I would lose ***** pounds progressively over the following four weeks in a safe, natural way as I take several medications for health issues already. I was charged ~$2700 after selecting a monthly payment option. My husbands credit was pulled to qualify for installment payments. I started the program the next day, following all instructions exactly as they appeared in the enrollment materials. After almost two weeks, Id initially lost three pounds, but started gaining weight again - six additional pounds! My biggest challenge has been having support in reaching my weight loss goals. They sold me on the community of support and specialists that would be happy to help anytime - even if my local group wasnt available. I started calling on 3/11. I sent emails on 3/14 and 3/17 with no response. I received conflicting follow up appointment emails for 3/14 then 3/19 - both different from the date scheduled in office. I was also promised contouring services - there was returned call about my concern about not losing weight nor the additional service. I continued calling until I finally asked for a manager on 3/18. I received a call on 3/25 from someone promising a follow up and redirection call on 4/3. No one ever called. As of today, I have lost a net of one pound for ~$2700. My husband also has a credit card that was not fully explained as we were told wed be making monthly installments - not adding credit card debt. There has been no resolution and based on the lack of information available online, I suspect Im not the only person whos been scammed by this business - preying on people with weight loss challenges.

  

  Business Response

  Date: 06/02/2023

  Subject: Response to Your Weight Loss Program Dispute

  Dear ***************************,

  We would like to begin by expressing our sincere apologies for the inconveniences you have encountered during your weight loss program at Zoe *********************** We deeply value your feedback and take your concerns seriously. Our primary goal is to ensure the satisfaction and success of our clients, and we regret that your experience fell short of your expectations.

  After thoroughly reviewing your case and the issues you raised, we acknowledge the challenges you faced and would like to address them in the following manner:

  1. Weight Loss Expectations: We understand that you enrolled in our program with the expectation of losing between ***** lbs. over the course of four weeks. While we strive to set realistic and achievable weight loss goals, it is essential to consider individual variations in metabolism, medication interactions, and personal factors that can influence weight loss outcomes. We apologize if there was any miscommunication regarding the specific amount of weight you could expect to lose.
  2. Support and Communication: We deeply regret any lapses in communication and support you experienced during your weight loss journey. Our support team is committed to providing prompt and reliable assistance to all our clients, and we apologize for any delays or conflicting information you encountered. We understand the importance of having access to specialists and support throughout the program and assure you that we will address these shortcomings to enhance the overall experience for our clients.
  3. Program Evaluation and Adjustment: To understand the factors contributing to your weight gain instead of loss, we would like to conduct a comprehensive evaluation of your program. Our experts will review your enrollment material, dietary plan, exercise regimen, and medication interactions to identify any potential areas of improvement. This evaluation will help us tailor the program to your unique needs and make the necessary adjustments to ensure your success moving forward.
  4. Communication Enhancement: We have taken note of your concerns regarding our communication channels and will work diligently to improve our response time and clarity. We apologize for any inconvenience caused by the lack of response to your emails and calls. Going forward, we will streamline our communication process and provide you with clear and consistent updates regarding your progress and any concerns you may have.

  To address these concerns and find a suitable resolution, we kindly request that you schedule a follow-up consultation at your earliest convenience. This will allow us to gather further information and work collaboratively to develop a revised plan that aligns with your weight loss goals and medical requirements.

  Please contact us at ************ to arrange a consultation. We genuinely appreciate your patience and understanding as we work towards rectifying the situation to your satisfaction.

  Once again, we sincerely apologize for any frustration or disappointment you have experienced. We remain committed to providing excellent service and assisting you in achieving your weight loss goals. Thank you for bringing these issues to our attention, and we look forward to resolving this matter with you.

  Sincerely,

  Customer Support - **********************

   

   

  ************************* Senior ********************* Manager	************************************************************************* M:************ E:***********************************************
  	WWW.LEGACYWORLDWIDE.COM

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19969367
  
  I am rejecting this response because:

   

  I have no confidence in the quality nor effectiveness of this program. These options should have been made available when I initially reached out and eventually complained. I was completely ignored and there was no method of reaching a live person who could help. Its difficult to  believe that this companys practices and culture will magically change because of a written complaint. I would like a refund. I received nominal value for a large sum of money after being misled and denied the features and benefits that my decision to enroll was based on.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/14/2023

  From: ***************** <********************>
  Sent: Thursday, July 13, 2023 5:43 PM
  To: ******************************* <**************************************************>
  Cc: ************************* *************************************************************************************** ZW <***********************************>
  Subject: Consumer Complaint #********

   

  EXTERNAL EMAIL! Use caution when clicking on links or opening attachments and never provide your User ID or Password.

   

  Good Afternoon ***,

  In regards to the case created by ***************************, we do not consider her request for a full refund to be valid. She received products on her enrollment date and then was a No Show for her follow up appointments that would have given her the additional support that she stated that she did not receive. We took several measures to meet her needs and address her concerns. Please consider the following history on her account:

  • 3/02/23  **************** enrolled for the Zoe ********************** Program
  • A follow up weigh-in appointment and a virtual service appointment were scheduled for 3/21/23. 
    • Weigh-in appointment was an in-center visit and scheduled for 3/21/23 at 9:45 am **************** did not show for this appointment
    • Virtual Service appointment with Service Coach ****** was scheduled for 3/21/23 at 4:45 pm *********** Coach attempted to call **************** but there was no answer or call back
    • Email reminders of these appointments were sent on 3/19/23 and 3/20/23. We have documentation that the reminders were sent and call was made.
  • 03/25/23  Our Service Lead *** reached out to ***************** to discuss her concerns and complaints. They had a conversation and an appointment to re-start the program was set for 4/03/23.  
    • It does not appear that the appointment call on 4/03 was received.

   

  We regret that **************** was not pleased with our program and did not experience the success that she expected. Since she did not show up for her scheduled in person appointment on 3/21 or for the virtual appointment later that same day we feel that much of the responsibility falls on her shoulders. In our response to her BBB complaint, we gave an apology and offered to schedule a consultation to address concerns and find a reasonable solution. She rejected this offer.

   

  Please let us know what further steps need to be taken. We appreciate your help.

   

  Thank you,

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

  Operations Manager

   

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service 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.

  *** is running a commercial that is an outright lie. In the commercial the woman says she has hypothyroidism,which adds pounds. If a person has this they are getting treatment. Only if it is untreated can it POSSIBLY add weight. I know because I have it. I have emailed them about this but they did not respond and are continuing to run the commercial. If they are willing to run a misleading commercial, what else is untrue?

  

  Business Response

  Date: 04/14/2023

  *****,

   

  I am very sorry you had not yet received a response from ZOE Wellness Center.  *********************** is no longer with the company, and this communication failed to find its way to our corporate office until recently.   We will ensure the BBB has the correct address (we moved to a different suite last year), and an updated contact.

   

  Thank you so very much for your comment.  It is our intention to help those who have lost hope, offering in our commercials REAL testimonials who speak to their own experiences.  They each sign a release that expresses that what they are saying is the truth, and in this testimonials case, she related her hypothyroidism to one of the reasons she gained her weight initially.

   

  However, your comment has us concerned enough to remove the spot from airings and future airings, so viewers will not automatically assume that suffering hypothyroidism (as you have) will make you gain weight.  Our research into this matter has yielded weight gain, among others, as symptoms of hypothyroidism, but again, we would rather err on the side of being the most careful on how our well-intentioned services are portrayed.

   

  Again, thank you so much for your comment you are a solid part of affecting change in this matter, and we are grateful.  We wish you the very best.

   

  Blessings,

   

  ************************* Director of Operations

  ************************************************************************* M:************ E:**********************************

  Customer Answer

  Date: 04/14/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2022

  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.

  On December 5, 2022 I went to the ********************************* to get assistance with losing weight. The product that they sold me tastes like poison. If I had been offerred an opportunity to taste it I would not have purchased the product which cost $2300. The nature of my dispute is I want a full refund of $2300, due to this product is inconsumable.

  

  Business Response

  Date: 12/20/2022

  **************** has received all products and have attended 3 visits out of 4. **************** did state that she did not like the product to the Service Member. They gave her some other alternatives to help her out with the Amazing Shake. There are also 9 other supplements that were given to **************** as well. 

  
  **************** only have one appointment left in the program. There have been no products returned and they should be all completed by 12/24/2022 this is the last visit for ****************. Here 30day program is completed.  

  
  I have enclosed the contract that **************** signed that states no Refunds. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18560007
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/14/2022

  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.

  Hello I'm trying to cancel my membership with *** or joinzoe.com, so that I can stop paying the $33.00 per month fees. I haven't used the service so paying for a membership is wasting my money. I first attempted to cancel 9/6/2022. I received this response from them on 9/12/2022 --Hi there, I can see that you've purchased your kit, but it doesn't appear you've started testing yet, is this correct? Would you be able to provide some feedback as to why this is and we'll be able to look into canceling your membership for you? Kind regards, ****** Support Team https://joinzoe.com Listen to our latest podcast --I then responded that I discovered that I need other treatment before engaging a service like ***. I received this response: --On Sep 14, 2022, at 8:51 AM, *** <*****************> wrote:Hi *****,Thank you for your email.I'm afraid your membership has yet to begin so I can't cancel this.You must have at least a 1 month membership to receive your results. You are currently due to begin a 4 month membership but if you would like I can switch you over to the one month so you can receive your results before canceling.Please let me know how you would like to proceed. Best wishes,**** Support Team https://joinzoe.com Listen to our latest podcast --If my membership has yet to begin, why am I paying $33 per month? I threaten complaint to BBB and all of a sudden, they're able to cancel my membership, according to another employee, but they have failed to do so, so far. I feel as though this company is a scam to drain money from people like me who are trying to make a healthy change but aren't always willful enough to do so. My failings, but still doesn't warrant a $33 a month charge. Thank you for taking my complaint against ***.

  

  Business Response

  Date: 09/15/2022

  Hello BBB,

  You have contacted the wrong company, we are Zoe Wellness Center of America. The client ******************************* is not a client of *** Wellness. The employees, amount of payment  or email address are not of *** Wellness. 

   

  Regards,

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

  Accounting Specialist