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:05/23/2024

  Type:Order 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.

  I first encountered BethFeraco Fitness and thought it would be a great program to get me back into the world of fitness. On April 8th, 2024, I spoke to ******************* to discuss the program's food and fitness components. However, he was very vague about the financial aspects. That day I paid $297 without a clear understanding of what it was for, as I had not officially signed up for anything except another call scheduled for April 15th. During the April 15th call, things took a turn for the worse. I expressed excitement while discussing the program with ****** but remained concerned about the financial commitment. When I asked for time to consult with my husband or sponsor, ****** was dismissive asking " what are they going to do for you?" He then sent me a contract that I did not sign, yet he had already charged my credit card without authorization! Despite my discomfort, ****** pressured me to sign the revised document. There is also no form of the OTHER contract that I didn't sign. This should have been provided to me and the one I signed. I was informed I wouldn't receive a coach for 2-3 weeks. When I questioned why I had just paid $300 without receiving immediate services and requested a prorated fee, ****** refused. Eventually, I was assigned a coach, but I only had one conversation through the platform called ******************* and received a video workout. There was no training or coaching on food or diet as promised, nor did I receive login details for my account with BFF. In summary, BUYER BEWARE: BFF is not a company you want to get involved with. They are dishonest and fail to deliver on their promises. When I called to cancel my membership on 5/16, ********************* told me outright that I could not cancel. If doing this doesn't solve my problem, cancel my membership, and stop payment, I will get a lawyer involved.

  Business Response

  Date: 06/01/2024

  On 4/8 first 15 minute call - For a specific price with the initial 15 minute call, without more information we dont know yet what program a client needs and havent come to agreement yet on what program a client can afford - We are specific on what is provided in the next call & have recorded agreement with ****** to continue with non-refundable deposit.
  The other contract was not agreed upon so it was not completed & hence not available
  The waitlist was completely explained with audible understanding from ****** and she was immediately given pre-coaching resources for 5 days, was assigned a coach the following day, and assigned a start date 7 days later.  
  Login details were provided in the 4/15 call and proof of ****** logging in with those details in shown with multiple Everfit and ******************* interactions
  There were four conversations on *******************, not one - one on 4/22 and three on 4/23
  The following information is provided to exhibit that the disputed claim for being dishonest and failing to deliver is not valid.  
  Exhibits:
  ****** scheduled a free introductory call with us on 4/8/2024 at 11:30AM ET.
  This call was recorded, ******* personal goals and struggles were discussed.  The total call was 15 minutes.  ******* personal health and wellness goals, struggles, and complete credit card information have been removed from the recording.  It has been redacted with other personal information but at about 5:35 minutes into the call, ****** agreed that she needed a push and accountability.  It is common for our clients to ask for accountability.  It was determined that ****** would be a good candidate for our program and she wanted to continue on to the next step.  ****** provided a credit card and agreed to be charged a $297 deposit immediately.  Before processing the charge, ****** was reminded this was a non-refundable charge.  The complete audio recording with ******* personal information redacted is available upon request.
  ****** received immediate access to the digital eBook, we held the scheduled call time, we reviewed the homework provided, and we prepared for & we provided the breakthrough call on 4/15/2024 at 11:30AM ET.  The Breakthrough call was 1 hour and 23 minutes explaining what we would be covering, how, and when each week.  A typical call is about 1 hour.  The audio recording with ******* personal information redacted is available upon request.
  About 1 hr 1 min, 35 sec - ****** agreed that she understood this was a non-refundable contract & that is part of holding her accountable.   
  Onboarding ****** into the program began with access to private groups, private applications, a contract was written, credit card charged, etc.
  About 1 hr 7 min, 45 sec - explained waitlist & continued on with onboarding process
  Continued onboarding by charging the card while the contract was being reviewed
  ****** had unexpected questions at this point in the process, about 1 hr 10 mins while proceeding through the onboarding Getting Started process.  Our Transformation Team Specialist talked her through, re-negotiated the agreement, re-sent a new contract and continued the onboarding process.
  Part of onboarding was charging the card which we apologized for at 1h 18m, 35s.  This had been done as part of the onboarding because she had given every indication that she was ready to do so and then changed her mind.  Had we been asked to at that point, a refund would have been processed.
  About 1 hr 21 min, ****** was happy and comfortable with the revised agreement of 6 months of bi-weekly (every other week) Fitness & Nutrition coaching quoting that feels much better 1h, 22m, 15 sec
  Agreed to & signed non-refundable contract (attached) - 
  
  
  This contract was sent to ****** via link via a third party application.  ****** received & signed the contract via that email.  The same link was available to her at any time to review the signed contract including agreement as to what to do should there be a dispute.
  Complete signed contract:  Beth_Feraco_Fitness_1x1_Coaching_Agreement_ashley_franco.pdf
  During the Breakthrough session on 4/15, ****** was put on our waiting list as explained in the Breakthrough session (about 1 hr 7 mins).  
  ****** signed the contract 4/15/2024, was put on waitlist with 5 days of assigned tasks to get prepped for 1x1 coaching
  ****** was notified 4/16 via text & phone call of her official Program Start Date on 4/23/2024
  The program started with the assigned coach on 4/23
  We began 1x1 individualized coaching on 4/23/2024 as promised
  Our Coach reviewed Ashleys initial intake questionnaire & began to build a program specific for ******
  Our Coach interacted via ******************* with ****** on 4/22 and three times on 4/23
  Our coach was given no indication at any point via back and forth interactions that there was a problem
  ****** had assigned tasks in Everfit & since she purchased bi-weekly, would have checked in next the week of 5/6 
  
  ****** stopped participating on her own & was last active on Everfit on 5/2
  
  On 5/6 11:56AM we received an email that ****** would need to cancel.  
  We replied to ****** on 5/6 4:37PM asking for additional feedback and for quality assurance, we would like to discuss via phone.  Requested a short form be completed to set up a phone discussion which ****** completed on 5/6.  
  
  An appointment was set up with our Transformation Team Lead on 5/14 at 3:00PM
  A dispute discussion was attempted on 5/14 at 3:00PM.  The entire discussion was 1 minute, 36 seconds, not allowing for back and forth discussion.  We did as we promised with our previous discussions indicating we wouldnt provide a refund.  We did, however, offer ****** a 50% refund even though the contract and previous discussions clearly stated no refunds.   ****** threatened legal action and hung up.  The entire call is available upon request.
  This BBB complaint was filed on 5/23/2024
  We have discussed, reviewed our processes, & improved some processes from an internal perspective
  We reached out to ****** on 5/30 and received her agreement to the $897 refund & to resolve this dispute.
  An email was sent on 5/31 as confirmation & a positive reply was received back from ******.
  
  Summary:
  We greatly appreciate your time in considering removing this dispute.  Exhibits A through J show with detail that we were open with the process, willing to discuss back and forth to reach agreements on what would work for ******, provided what we said we would do when we said we would do it, and prepared and started Coaching her as promised.  We would have had the same discussion to reach an agreement during the dispute discussion on 5/14 had we not been threatened and hung up on.  We respectfully disagree with ******* statements and feel that we have been open, honest, and until she stopped participating, were delivering on our promises.  We wish ****** the best in her wellness journey.
  
  
  
  

  Customer Answer

  Date: 06/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/26/2024

  Type:Sales and Advertising 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.

  Business not up front about total costs. Encourage you to put an amount down without disclosing what they expect you to spend.

  Business Response

  Date: 05/13/2024

  We greatly appreciate your time in considering removing this dispute.
  
  We have attached a pdf with a detailed response to this dispute as well as a signed contract.
  
  Please let us know if you cannot view the two attached pdfs!

  Customer Answer

  Date: 05/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/10/2024

  Type:Order 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.

  I joined this program on 11/22/2023 paid $297.00 then paid $300.00 on 11/27/2023 Then $900.00 on 12/29/2023 I want to cancel effective today and not pay anymore money. Membership began 12/11/2023 I paid the $900.00 a month. Now want to cancel with no further payments