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:05/20/2025

  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.

  On 03/04/20525 I was pressured into a $20,000 coaching program by ***** ******* under emotionally manipulative sales tactics. I was told to decide on the spot despite my repeated statements that I was no ready to make a decision at the time. I was misled about financial return and additional bonuses the company outlined.. A formal refund request was submitted April 30th and and ignored. The attached Refund Demand Letter is for reference.The attached Call Behavior Summary outlines the pattern of emotional pressure, spiritual manipulation and misleading promises that directly contradict the contract and the transformational coaching ***** claimed to offer - revealing tactics that are fundamentally at odds with the values and outcomes she promotes and are central to the undestand of how this sale was made under false pretenses.The contract itself contains no language about return on investment. Yet I was repeatedly promised on calls that I'd make back the full amount quickly. This misalignment between what was said and what was written reflects a pattern of emotional and financial coercion, and contradicts ethical sales practices.I have filed with the ************************ (Ref #*********) and the ** and MD Attorneys General. I have submitted a credit card dispute. I am seeking BBB assistance to create accountability and inform future consumers. Please investigate this pattern of consumer harm and misrepresentation and coercion.

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond to the complaint submitted by ****** L. *******.
  
  We categorically deny the allegations made by Ms. ******* and stand firmly behind our business practices, ethics, and the services delivered.
  1. Voluntary Enrollment & Agreement
  Ms. ******* voluntarily enrolled in the Life Redesign coaching program after a sales conversation, during which she expressed interest and agreed to participate. She paid via credit card and signed the program agreement electronically, of her own volition and without pressure. The call was recorded with her full knowledge, and no misleading or coercive tactics were used.
  2. Support Provided Beyond Contractual Obligation
  After joining, Ms. ******* was provided multiple one-on-one coaching sessions and personalized touchpoints with ***** ******* at no additional costwell beyond the scope of her initial agreementto ensure she felt seen, heard, and fully supported. Our team maintained timely and compassionate communication, offering several accommodation options including:
  - Transferring her enrollment to an alternative Live to Thrive coaching program.
  - Interviewing other coaches within the Live to Thrive organization for better alignment.
  - Being given the option to transfer her funds to one-on-one coaching instead of the group program.
  - Applying her remaining balance toward an upcoming THRIVE retreat that was open to the public to attend as they opened up over the next year (retreats are an additional expense for anyone in the community to attend).
  
  Additionally, she was given the flexibility to use her investment within one year from the date of signing her contract. Ms. ******* declined each of these good-faith resolutions.
  3. Clarification on Retreat Access
  The Costa Rica retreat referenced in Ms. ******** complaint was positioned as a bonus opportunity available to active clients enrolled in the program. However, as clearly stated in the program agreement, retreat access refers to the opportunity to attendnot automatic inclusion. All clients, including Ms. ******** are required to make an additional financial investment to secure their spot at the retreat. This is standard practice for all Live to Thrive client retreats, which involve considerable planning, travel coordination, and expenses.
  
  After Ms. ******* chose to discontinue participation in the program, she was informed that access to the client-only retreat would no longer apply. In an effort to honor her investment, she was offered the option to apply her remaining balance toward a publicly marketed THRIVE retreat. This alternative was communicated clearly and extended in good faithnot as a replacement or admission of wrongdoing.
  4. Response to Allegations of Coercion or Religious Manipulation
  We strongly deny all claims that coercion or emotional manipulation were used at any point during Ms. ******** enrollment process. The sales conversation, like all others, was conducted with transparency and integrity. Ms. ******* voluntarily chose to pay the deposit, sign the agreement, and complete her payment without objection at the time. Recordings of our conversations confirm this.
  
  Regarding the use of language related to alignment or spirituality, these references were made in the context of values-based personal development and not as sales tactics. Our coaching philosophy encourages clients to pursue goals that feel aligned with their purpose, but we do not invoke religion in any manipulative or inappropriate way. Ms. ******** interpretation of these moments appears to be retroactively reframed and does not accurately reflect the tone or intent of the conversation.
  5. Documentation and Transparency
  We have maintained clear, consistent, and documented communication with Ms. ******* throughout her time engaging with Live to Thrive. This includes:
  - A signed coaching agreement outlining the terms of the program, including refund policy and retreat access structure.
  - Video recordings of the original sales conversation and follow-up coaching sessions, which demonstrate respectful and transparent dialogue.
  - Extensive email correspondence offering accommodations and reiterating program terms.
  - A detailed timeline of supportspanning multiple weeks and several hours of personalized coaching at no additional charge.
  
  Although Ms. ******* requested to be removed from the Elevate program, her access to the client training portal and materials has never been revoked. We kept her access active in good faith, hoping she would continue to engage with the recordings and receive the value she initially sought. Despite being encouraged to use the resources available, she chose not to participate.
  6. Final Position and Resolution
  We are committed to upholding the highest ethical standards in all client interactions, and we take complaints seriously. In this case, however, we believe Ms. ******** claims are without merit and misrepresent the experience she received.
  
  Her dissatisfaction appears to stem not from any breach on our part, but from personal uncertainty about moving forward with the transformation she initially expressed strong interest in. We provided above-and-beyond support, extended multiple resolution options, and maintained access to resources even after her request to withdraw.
  
  We respectfully decline the request for a refund and contract release. We remain open to further communication and will gladly provide any additional documentation as needed.
  
  Sincerely,
  ***** *******
  CEO
  Live to Thrive, LLC

  Business Response

  Date: 06/02/2025

  These are the links to the actual call recordings that took place between ***** & ******:
  ************************************************************************************

   

  Here is also the link to all the messaging communication via WhatsApp between ***** and ******: **********************************************************************************

   

  Thank you,

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

  CEO Live to Thrive

  Business Response

  Date: 06/02/2025

  These are the links to the actual call recordings that took place between ***** & ******:
  ************************************************************************************

   

  Here is also the link to all the messaging communication via WhatsApp between ***** and ******: **********************************************************************************

   

  Thank you,

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

  CEO Live to Thrive

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23350334
  
  Dear BBB of Maryland,
  I formally reject Ms. ******** response to my complaint. Her submission includes selectively presented materials that attempt to distract from the core concerns that led to my request for release: emotional manipulation, high-pressure sales tactics, and misrepresentation of the programs tone and values.
  Supporting evidence is detailed in the attached rebuttal and timestamped video summary.
  Sincerely,
  ****** *******

  Business Response

  Date: 06/10/2025

  Better Business Bureau / North **********************************************start="532" data-end="535">Re: Rebuttal to Complaint #******** ****** L. *******
  

  Dear Representative,
  Thank you for the opportunity to provide a formal response to ******************* recent rebuttal. While we understand that emotions can run high in personal development work, we stand by our original statement and categorically deny the claims of coercion, manipulation, or unethical behavior. The supplemental video excerpts and timeline submitted by Ms. ******* do not reflect misconduct, but rather a reframing of events after the fact to support a request for refund, despite full program access, contract agreement, and considerable accommodation on our part.
  
  1. Her Enrollment Was Voluntary and Informed
  The March 4 video call was a standard discovery session in which Ms. ******* was provided with ample information, space to ask questions, and direct conversation around expectations. She was repeatedly reminded that the decision was hers, and her contract was not presented until she verbally confirmed interest and asked clarifying questions.
  She paid her deposit and signed the contract independentlyactions that legally and ethically reflect agency, not coercion.
  Notably, the comment that "we can take the next week to figure it out" referred to onboarding logistics and coaching supportnot delaying payment or contract execution, which had already been discussed as part of her commitment process.
  
  2. Messaging Was Framed Around Empowerment, Not Pressure
  Our coaching philosophy includes supporting women in shifting limiting beliefs, building trust in themselves, and breaking fear-based decision cycles. Ms. ********* submitted quotes (e.g., Youre scared to pull it, Trust yourself) are examples of mindset coaching, not manipulation. These are common reframes used across the coaching industry to empower individualsnot pressure them.
  The financial conversations (e.g., around savings or real estate assets) were initiated by Ms. ******* herself and were addressed respectfully. At no point was she told to go into debt or spend recklessly. She was also explicitly told that we do not work with anyone who feels financially unstable or unfit for the investment.
  
  3. She Expressed Gratitude and Willing Participation at the Time
  Ms. ******* continued to engage in coaching calls, private communication, and messaging with our team well beyond the initial sales conversation. She never raised ethical concerns during the first weeks following her enrollment. Instead, she shared reflections on how she was processing personal growth and taking time to integrate what she was learning. She also accepted complimentary 1:1 coaching sessions and declined every alternative support option we offered, including:
  Transferring to a different coaching program
  Interviewing alternate coaches
  Using her balance toward a future THRIVE retreat
  Staying in the program with private coaching support
  Her decision to disengage came weeks later, after receiving full access to services and contentaccess we have still not revoked, in good faith.
  
  4. Submitted Evidence Lacks Context and Misrepresents Intent
  The selective quotes and timestamps Ms. ******* provided fail to include the full tone, back-and-forth, and mutual dialogue in the March 4 recording. The full video and accompanying correspondence will show:
  She asked clarifying questions before agreeing to sign.
  She expressed understanding of the contract and commitment.
  She confirmed she had access to the funds and made the payment herself.
  She was never threatened, shamed, or coerced into staying.
  Her silence at moments during the call is not evidence of pressure but of reflection. That is not uncommon in emotional decision-making contexts, especially in life coaching.
  
  5. We Have Upheld All Legal and Ethical Standards
  Ms. ******* signed a legally binding agreement that includes a clear refund policy. She was offered flexibility, kindness, and above-and-beyond support not required in our contract. Weve honored her access to program content even after her formal withdrawal and have been open to solutions that could serve her long-term.
  Her current position appears to be driven by post-decision regret, not any failure on our part to fulfill the agreement or conduct ourselves ethically.
  
  Final Position
  We respectfully reiterate our position:
  The agreement was entered into willingly.
  Coaching services were delivered and exceeded what was promised.
  Extensive accommodations were offered and declined.
  There is no legal or ethical basis for refund.
  We remain willing to submit full documentation and video evidence should your office require additional material to close this matter.
  Sincerely,
  ***** *******
  CEO, Live to Thrive, LLC
  ****************************************
  **************

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23350334
  
  I formally reject Ms. ******** response to my complaint. Her submission relies on selective framing and curated materials that attempt to obscure the core issues that led to my request for releaseparticularly the use of emotional manipulation during moments of vulnerability and the misrepresentation of program terms. One of the most serious concerns involves the $17,000 charge that was processed directly after a call where I was visibly distressed and overwhelmed, contradicting her claims of voluntary consent. Additionally, her assertion that I had a week to decideimmediately followed by a contract and pressure to commitwas later reframed as a logistical discussion, which misrepresents both her words and the context in which they were delivered.

  The attached  rebuttal outlines these and other key discrepancies that reflect a pattern of coercion, not informed consent.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/17/2023

  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.

  Live to Thrive, LLC committed fraud in May and June of 2023. Our agreement was $******* per month starting in April 2023, ending in April 2024. In April 2023, I was charged ******* (which I paid). Then in May she charged my credit card $1222.22 and then again in June. I'm still fighting the credit card company now. The "Health Coaching" quickly soured into manipulation, verbal and emotional abuse. ***** Sympayo (owner) has refused to refund me. She is still trying to charge for her services and now will be sending me to collections. She has voided the contract by overcharging me. This contract became null and void in May when she overcharged me. It is my expectation that ***************** refunds me $2.222.22. She has committed fraud.

  Business Response

  Date: 08/22/2023

  Live to Thrive offers a 10-month coaching program for $12,000. After signing the contract on April 12, 2023, with a $1,000 deposit, the customers then had $1,222 monthly payments for the next 9 months. Unfortunately, we only received notification that there was a problem when the customer disputed the charge on the credit card. Despite our numerous attempts to contact the customer on various platforms and address any concerns, and the option for the customer to contact ***** ******* directly, we've received no response from the customer. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20480358
  
  I am rejecting this response because:
  Live to Thrive, LLC has broken trust and the contract that was agreed upon. 

  At this point the owner has refused to refund me.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/25/2023

  We truly value each of our clients, and it's important to us that we ensure clarity and mutual understanding.
  

  Our Continuous Outreach:
  We've been eager to connect and discuss any concerns. Despite our attempts through various channels, we've yet to hear back. We're always here to provide clarity and discuss options.
  

  The Essence of Our Agreement:
  You joined our "Live to Thrive" 10-month coaching program that began in March 2023.
  The total commitment for this transformative journey is $12,000.
  Payments, like the recent $1,222 transaction, are part of the schedule to keep your account current and will continue until the program concludes.
  

  We adhere to our policy of completing all payments by the end of the program.
  Rest assured, the total amount billed will not exceed the agreed-upon $12,000. We've only accessed the payment details you initially provided.
  

  Our Commitment:
  We stand by our promise to offer exceptional coaching throughout the program's duration. We have also provided flexible options to ensure you feel supported every step of the way.
  Our utmost priority is your satisfaction and clarity in this journey. We genuinely wish to assist and address any reservations you might have. Your continued trust and understanding are of great value to us. Please do not hesitate to respond to any of our communications for a resolution. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20480358
  
  I am rejecting this response because:
  

  
  ***** ******* has provided a generic response in respect to her fraudulent activity; she fully ignores the fact that she has broken not only the contract, but she has broken and eroded any semblance of a client/coach relationship.  All trust has been fractured.
  As for various channels of communication there is no evidence of that. 
  Rest assured, the total amount billed will not exceed the agreed-upon $12,000.   ************** do I have of that?!!  No rest has been assured given her past fraudulent practices.    ***** ******* charged me $1000 in April, then overcharged me $1222.22 in May. Then again in June upon a new credit card (that she was not authorized to use). She used her bogus receipt to gain the new credit card numbers from *************** directly without my knowing.   Further, she attempted to use this bogus receipt as the basis of a bargained for contract between two parties.  This is fraud.  The only thing that  Im rest assured is that I was overcharged and a bogus receipt was utilized to continue overcharging me for a service I was not receiving. . With these aggressive fraudulent charges, what assurance would I have that she would not continue to overcharge me.  Was she going to charge me $1222.22 x11months + $1000.00 Totaling $14,444.42? 
  With regard to her Commitmentstatement that We stand by our promise to offer exceptional coaching throughout the program's duration, nothing can be further from the truth.  She notes that this relationship began in March, 2023.  It is nearly September!  it has taken these several months to resolve this issue and it still isnt.   How have I received exceptional coaching throughout the programs duration?   IT is because of her fraudulent actions that  I have not  even received the services that I have bargained for.  The answer to this is obvious.  Her fraudulent actions has completely eroded any semblance of trust in the coach/client relationship.  We cannot unwind five plus months of her fraudulent actions and there is no way I can trust this woman whatsoever.     
  Again ***** *******, owner of Live to Thrive, LLC does NOT follow through with her commitment.  She does not offer exceptional coaching.  ***** ******* has not provided any satisfaction or any clarity in this journey. She has committed fraud, broken the client/coach relationship, and interestingly is putting  incredible effort to continue her fraudulent activity.
  
  Resolution:
  Refunding me $1222.22 (May fraudulent charge).  $1222.22 to *************** (June ********** charge)  STOP all additional fraudulent charges against me now.  This woman is a con artist armed with a credit card receipt.    

   

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

  Business Response

  Date: 09/04/2023

  Per our agreement, the total fee for the 10-month coaching plan is $12,000. The installment structure of $1,222 was designed to ensure that the payment is due in full by the end of the contract, as previously discussed. We've identified two outstanding payments. Despite our efforts to reach out, we've not received any response.
  We genuinely value our partnership and would greatly appreciate it if you could call us directly. We are confident that we can work this out amicably and arrive at a mutual understanding. Our priority remains to maintain a positive relationship and resolve any outstanding issues.
  
  

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20480358
  
  I am rejecting this response because:
  ***** ******* now obviously admits to fraud.
  Please see the contracted amount of $1000.00 per month. $1,000 per month with a 12 month payment plan. NOT $1222.22.   Her response is deceptive as she does not acknowledge the original agreement. ***** ******* is a con artist.
   This new installment structure of $1222.22 was NOT part of the contract. There is no agreement of this new installment structure.  There was never a discussion about the payments going up.  ***** ******* is now admitting to changing the agreed upon price without a new contract; thus rendering the original contract null and void.  There is no new contract supporting her claim.
   Why wont she refund me $1222.22 and *************** $1222.22 (at this point)? Why cant ***** *******, just refund me and then this will all be over with? 
   ***** ******* has broken the trust of the client/coach relationship, as she admittingly decided to change up the payment plan on her own, without my consent. This is fraud. Her poor business practices need to be posted upon the Better Business Bureau website, so others can be warned.
  ***** ******* continues to act in an aggressive, unprofessional fashion, rendering her business as a fraudulent scam. 
  Despite our efforts to reach out, we've not received any response. ***** ******* has no evidence of this. ***** ******* does not value our partnership as she simply decides to change the prices as she pleases without a new contract. There is no partnership.
  This situation cannot be worked out amicably nor a mutual understanding will be reached. This is my 3rd response to the BBB. 
  Being amicable would include a refund.
  We cannot undo the five plus months of her fraudulent actions, the trust was broken in May 2023. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/08/2023

  Per the terms of our agreement, the total fee for the 10-month coaching plan stands at $12,000. With the agreed-upon installment structure of $1,222, full payment is expected by the conclusion of the contract period. To date, there are two outstanding payments. Despite our numerous attempts to communicate, we have yet to receive a response from your end.
  
  We genuinely value our partnership and would like to kindly request a direct conversation at your earliest convenience. Our primary goal is to ****** our ongoing positive relationship and address any unresolved matters. For your reference, we've attached previous communications to help expedite the resolution process. We remain open and amicable to discussing a suitable arrangement and are flexible with scheduling a call. We anticipate finding a solution that benefits both parties, and we look forward to your timely response.

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20480358
  
  I am rejecting this response because:
  
  
  Again, Ms. ***** ******* is demonstrating poor business practices with her flat-out lies.  All of this information needs to be published upon the Better Business Bureau website, so others can be warned.  
  There is no agreed-upon installment structure of $1222.22.   It is just simply not true. There is no evidence of that. 
  ***** ******* has broken the client/coach relationship by breaking the contract. There is no partnership with this woman. As for a positive relationship ***** ******* has burned any remnant of that to the ground. Ive already provided a resolution; however, she has ignored that.  ***** ******* does not want to kindly resolve this matter at all. She continues to demonstrate her poor business practices via  these BBB messages.  It is baffling to see a person working so hard to destroy her reputation as a health coach as there is nothing healthy about her aggressive nasty business practices. I hope these reports will protect others from her fraudulent practices in the future.
  Sincerely,
  
  ****** ******