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:04/25/2023

  Type:Billing 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 signed up to work with Facet on April 28, 2022, expecting I would pay $1800 for one year and not be obligated to pay anything more if I chose to stop working with the company at the end of that year.Yet on April 20, 2023, my Facet CFP told me if I canceled my subscription at the one-year ***** I would, in fact, end up paying an extra $300. Why? After Id signed up, ********************** had changed its terms and made fees nonrefundable. That meant two months of the $450 quarterly fee charged to my credit card on April 2, 2023, would not be refunded to me at the end of April 2023, as Id expected when I entered my relationship with Facet. My expectation was based on detailed pre-sign-up conversations with Id had with a ********************** client success manager. Id been hesitant to sign on with Facet because I didnt want to be on the hook for an ongoing subscription and continue paying fees after 12 months. Hed assured me the subscription model meant I could end my relationship with Facet after one year. Id signed on believing the terms hed shared with me would hold true for the duration of my one-year subscription. I might have chosen not to become a Facet client had he told me (1) the company could later change its termsespecially terms about cancellation and fee refunds; (2) the burden would on me, the client, to closely monitor any changes to my subscription terms and quickly opt out in writing if I disliked them; (3) opting out might mean forfeiting some of my prepaid fees. When I asked my CFP what options I had, she said the only thing I could do was cancel so that you are not automatically renewed next quarter. Not only was I incurring the extra fees Id wanted to avoid, but my *** did not offer to do something to make paying those extra months fees worth my while. Im hoping Facet will choose to meet my original expectations by letting me end my subscription on April 30, 2023, and issuing a prorated refund of $300 (2/3 of my prepaid $450 quarterly payment).

  Business Response

  Date: 05/04/2023

  At Facet our goal is to provide enriching financial planning services. We strive to make engagement with Facet as easy and enjoyable as possible. Facet's legal documents, including the planning agreement, are updated at a minimum on an annual basis. All members received a notification on February 3, 2023 detailing the updates made to such documents. Our system shows that this member received the notification but did not view or open the email. They have determined to remain a member through the end of this quarter. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19976613
  
  I am rejecting this response because: just because it's legal doesn't make it right.

  
  I think it is unfair that the Facet client success manager, when trying to persuade me, the potential client, to commit to spending thousands of dollars,could tell me the company's subscription and payment terms and not disclose that

  
  according to the company's user agreement, those subscription and payment terms could change at any time, and when they do

  
   it will be up to me, the client, to re-read the entire 3800+ word agreement every time the company updates it, compare it to the previous agreement to discern what exactly has changed, figure out if/how the changes impact me, and then decide all over again whether Facet is still the best CFP choice for me. 

  
  I did my due diligence before signing on with Facet. I thought I could trust the company to continue operating the way the client success manager said it did. I didnt know that Id have to keep redoing my due diligence again and again and again.
  
  Sincerely,
  *** ****

  Business Response

  Date: 05/22/2023

  When signing up with Facet in April 2022, Ms. ********** selected her membership to be billed on a quarterly basis. Her initial pro-rated payment of $315 was on 4/28/22 and starting July 1, 2022 a quarterly fee of $450 would be charged. When the charge of $450 hit on 4/2/23 this was good for the following quarter, until 6/30/23. We did not charge an additional $300 when Ms. **** wanted to canceled her membership on 4/18/23. However, we informed Ms. **** that our fees were non-refundable. Ms. **** still has access to our online portal, and has a meeting scheduled for June 26, 2023 all of which substantiate the fee she paid on 4/2/23. Out team has taken the steps to ensure Ms. ****** account will no longer be charged after 6/30/23. The email communication Ms. **** received in February 2023 included a bullet point list of the changes made to all of our legal documents. Additionally, a list of these changes made since 2018 can be found on our website. 

• Initial Complaint

  Date:03/24/2023

  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.

  In December of 2021 my wife and I agreed to a 12 month relationship with Facet Wealth. Within months of the relationship, my wife and I both agreed it was not worth the thousands of dollars out of our wallet to continue with Facet for another year. We figured once the 12 month contract with them expired, we'd go our separate ******* late January of 2023 I received my credit card statement, I opened it in on February 6 to see a charge for $2,850 from Facet, even though we did not want another 12 months with them. I then logged in to their site and asking our fiduciary how do we cancel? I followed the prompts to cancel. Weeks went by, I heard nothing from Facet Wealth. I called them and left a VM. On March 2 I finally received a call from someone at Facet, I explained to them I never wanted another 12 months with them, and could they either refund my money completey (I had not used their services since 2022, or prorate my refund for 10 months. I was told "management would not allow that.." I'm sure somewhere in the very fine print it says they'll just charge your credit card again if you do not jump through numerous hoops to end the relationship with them. The insult to injury is they position themselves as a fiduciary service, yet stoop to such bait and switch tactics. Their service should stand on its own (and it doesn't), then having to result to such practices.

  Business Response

  Date: 03/31/2023

  At Facet our goal is to provide enriching financial planning services. We strive to make engagement with Facet as easy and enjoyable as possible. It appears we fell short in those goals and appreciate your feedback on your experience. This client has been contacted and the issues raised have been addressed.

• Initial Complaint

  Date:02/27/2023

  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.

  On February 18th at midnight PST I was charged $1200 for a membership fee without my verbal authorization. The past two years I've had Facet, I would give my verbal authorization that I wanted to continue my membership with this company. They took all my money and my account is in the red and everytime I try contacting them using my personal phone number they hangup or send it straight to voicemail. I have to call using other people's phones and they keep LYING to me that they will get me in contact with a billing manager.

  Business Response

  Date: 03/14/2023

  Facet is a subscription based financial planning company. Clients agree to a flat fee and pay on a quarterly or annual cadence. These fees are automatically renewed on an annual basis. Clients receive a renewal notification at 14 and 7 days before renewals, and lastly on the day of renewal. Ms. ******* had a meeting with her Financial Planner on January 20, 2023. Ms. ******* received notification of membership renewal on January 23, 2023, January 30, 2023 and lastly on February 6, 2023, which was Ms. ********* renewal date. Our accounting system was in the process of being upgraded which caused the charge of $1,200 to be processed on February 18, 2023, rather than on February 6, 2023. Our office was closed on February 20, 2023 due to President's Day. Ms. ******* called our office on February 20, 2023 but did not leave a voicemail. On February 21, 2023 Ms. ******* completed a cancel request form and emailed our Client Services Department for a refund. Our Client Service Department called Ms. ******* on February 21, 2023 and issued a full refund and confirmed that Ms. ******* had no other concerns or open issues.

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  On Jan/03/23, after around a year using Facet Wealth's service I requested the cancelation.
  The service provided was ok. The assigned Consultant to me had to leave for paternity leave and due to that I had meetings with different consultants until he was back. This experience was not good because it was like starting from zero at each meeting. But ok, I managed. Nonetheless, we decided to cancel the service and the cancelation confirmation came on Jan/5/23 with an email from Client Support letting me know that as of that moment my planner would no longer have any obligation to recommend or take any action with regard to the securities, cash, or other investments in your accounts - which was perfectly fine -, but also saying that they had issued me a refund of the $600 value that was charged on January 1, 2023 and that could take 5-10 days to process. I waited. It's Feb 1st; no refund was processed and no one returns my emails or calls.
  This is terrible!!

  Business Response

  Date: 02/16/2023

  At Facet our goal is to provide enriching financial planning services. We strive to make engagement with Facet as easy and enjoyable as possible. It appears we fell short in those goals and appreciate your feedback on your experience. This client has been contacted and the issues raised have been addressed.

  Customer Answer

  Date: 02/23/2023

  
  
  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:01/30/2023

  Type:Product 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.

  We signed up with Facet Wealth a year ago, we were told that the package did not auto-renew because every year the prices would go up. We agreed to sign for 1 yr at a discounted rate if paid in full. We did pay in full however we did not get the full services that we paid for. Estate planning was not handled. This was a huge miss for us as it was a huge reason for signing with Facet. Our Certified Planner scheduled our 2nd to last meeting 3 months out and then disappeared. We suddenly had a new guy handling our file. He actually only called us to talk about what we last talked about with previous CP. He briefly mentioned that we needed to set up estate planning and that someone would reach out to set up a call. Well thee call never came. We missed the emails about renewal However email was never our primary contact with Facet. They proceeded to charge us for another year. We immediately reached out to cancel and complain as we did not plan to renew based on lack of proper service for past year. We were sent an email stating there will be no refund and that we would need to complete this year! Unacceptable this is fraudulent behavior on their part. It’s pretty obvious now that, There is no way to speak to anyone in billing just an auto email response! Buyer Beware Please.. not worth $2200 in my opinion! The CP we originally had was a great relationship counselor and he helped us organize our money and expenses in one place on the app other then that there was zero financial advice! I want my money back. I should be asking for both years I will settle for 2023

  Business Response

  Date: 02/16/2023

  At Facet our goal is to provide enriching financial planning services. We strive to make engagement with Facet as easy and enjoyable as possible. It appears we fell short in those goals and appreciate your feedback on your experience. This client has been contacted and the issues raised have been addressed.

  Customer Answer

  Date: 02/23/2023

  
  
  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:12/01/2022

  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.

  Started with Facet a yr ago. It renewed automatically which I don't recall reading that it would do that. On Oct. 18th I asked how to cancel. I received email from support explaining how and asked if I wanted to cancel. I indicated yes. Oct. 18th I also asked about a refund. They did not respond. Oct.23 got another email from client support. They indicated they would stop billing, however, we were billed all at once. I requested a refund of the unused months. I continued to get phone calls about the program and emailed that i was not interested in speaking on the phone. The reason cancelled was because it took a year to get information on estate planning and that was the first thing we asked about! The amount of money that is charged does not equal the service received. I then began to get more emails asking me to schedule a meeting. If my service was cancelled, why are they still contacting me. I emailed again on Nov 12 and Nov 22 to get confirmation that we are cancelled. Have not received any response other than emails asking me to update the account. These people have access to my personal banking information. I would appreciate a response to my emails and a REFUND for the 7 months we are not utilizing the service.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 9, 2022/12/13) */
  At Facet our goal is to provide financial planning services as they should be. We strive to make engagement with Facet as easy and enjoyable as possible. It appears we fell short in those goals and appreciate your feedback on your experience.
  
  The Client contacted Facet support in October, and her request was not addressed in a timely manner. We have since contacted the client via phone and email with a positive resolution.
  
  The service the client received in response to their request was not in line with the high level of service we strive to provide our clients. We do apologize for the Client's negative experience, we are always sorry to have learned that the experience and level of service a client received from Facet did not live up to their expectations or what we expect to deliver to clients.

• Initial Complaint

  Date:11/12/2022

  Type:Product 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.

  Requesting a back-dated refund to 12/11/22 as shown below:
  
  12/10/XX X:XX PM PDT had a final meeting with *********** a Certified Financial Planner with Facet Wealth.
  
  04/05/XX X:XX PM PDT: No further contact was made to set up another appointment at all until receiving notification months later 04/05/2022 at 1:00 PM PDT that **** was no longer my CFP and I was to be introduced to a new financial planner.
  
  06/27/XXXX X:XX PM Nearly 3 months later ********** finally reached out as my new CFP.
  
  I specifically signed up after an interview with *********** and that he would be my CFP moving forward.
  
  07/28/XXXX XX:XX PM PDT: I requested a backdated cancellation and refund for the last appointment with ***********
  
  07/28/XXXX XX:XX PM PDT: Sam Hicks notated that he received my message and request.
  
  07/29/XXXX X:XX AM PDT: Sam sends a message about beneficiaries but nothing about the cancellation.
  
  08/03/XXXX X:XX PM: I once again explain that I would like the back-dated refund and have not heard anything back.
  
  08/04/XXXX XX:XX AM PDT: I reach back out and message that I have received no information about my cancellation once again.
  
  10/26/XXXX X:XX AM PDT: ********** messages about purchasing series 1 bonds.
  
  11/01/XXXX XX:XX PM: ********** reaches about an article on year-end financial planning.
  
  It is disheartening to think that a company in the financial industry to help save and earn more money would not be willing to communicate and cancel service and additionally not notify me of a change in CFP or provide any promised services for months.
  
  Requesting a back-dated refund in the amount of $1800.00 for no services rendered during that time period.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/17) */
  At Facet Wealth our goal is to provide financial planning services as they should be. We strive to make engagement with Facet as easy and enjoyable as possible. It appears we fell short in those goals and appreciate your feedback on your experience.
  
  On July 28th the Client requested a refund of fees paid because he was no longer able to work with a preferred Financial Professional. Due to an internal administrative error, this refund request was erroneously marked as resolved. On November 15, 2022, Client notified Facet Wealth via Complaint to the BBB, that they had not received the refund. Also on November 15, 2022, Facet Wealth's Director of Client Services notified the Client that a refund had been issued back to the original form of payment for the charges that occurred after their last planning meeting. The Client should expect this refund to be posted within 5-10 business days.
  
  We are always sorry to have learned that the experience and level of service a client received from Facet did not live up to their expectations or what we expect to deliver to clients.
  
  
  Consumer Response /* (2000, 7, 2022/11/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/07/2022

  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 Aug 1st, 2022, I called but received no response. So, I emailed the company and I received a response saying he will contact me soon. I paid for the whole year and want the prorated portion refunded. I can't find the cancelation policy and I will report to the Federal agency for fraud after reporting here at the BBB.
  
  Because there is no way to speak to anyone by phone I had to communicate through email. In the email I requested a return of the funds for the months I did not use and I was told that they would stop my monthly payments. My next email was to explain again that I paid in full and I would like the remainder of my money, after many days I received no answer until I sent a follow-up email and was told I could not get a refund. I sent yet another email asking for a prorated return of funds nearly one week ago with no response. I feel like it's impossible to communicate with anyone there and I'm being penalized for paying in full. How can you trust a company with your finances when you can't speak to anyone and your not treated fairly.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/17) */
  On August 2, 2022, the Client contacted Facet to request a cancellation of services. A written response was provided to the Client that same evening confirming that her request to cancel services was received and processed and that the scheduled payment to be made on August 3rd was cancelled. On August 4th, the Client responded to the cancellation of services email inquiring about a refund as she had prepaid for the full year of service. The Client followed up on August 7th via an email expressing their frustration with a lack of response to their August 4th inquiry. A response was then provided to the Client on August 8th which requested that a call be setup so that the firm's cancellation process could be discussed. On August 9th, the Client was contacted to confirm that her meeting was all set for August 10th. A final response was provided to the Client after the meeting which confirmed the termination of her relationship with Facet and that a refund for the months of service paid for but not used was submitted. Lastly, the Client was told to expect the refund to post in 5-10 business days.
  
  We are always sorry to have learned that the experience and level of service a client received from Facet did not live up to their expectations or what we expect to deliver to clients. The firm will use this experience to help further educate and train our staff to provide the best service and overall client experience possible. At Facet, we strive to provide superior customer service in a timely manner and apologize for any inconvenience a situation like this may cause.