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:07/17/2023

  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 paid $95.00 via PayPal to ********************************************************************* on Apr 30, 2023 for a self-paced health coaching program known as Your Foundation to Wellness. Transaction ID *****************. The program can no longer be found anywhere on the website and I was unable to complete it. I have emailed ******* twice, the last being 7/9/23 to ask what happened to the program and for a refund of my money. I have also called twice and left voicemail messages. I do not recall the dates, but I believe one was about a week ago, and the other about a week prior to that. She has not responded to my emails or voice messages. I would like a full refund of my money, as I was not able to complete the program and as it was self-paced, there was no mention of a time limit for access to the materials. Furthermore, the content no longer even exists on the website, so I would not be able to access it now anyways. Thank you.

  Business Response

  Date: 08/01/2023

  Thank you for giving me the information on the service complaint of my business. Below I have tried to respond to the customer's statement to the best of my ability.

   

   

  1- Digital Workbook Product Online

   

  I have had a self-paced, digital wellness workbook available online for purchase for the last few years up until July 6, 2023. My digital workbook and other intellectual property is under copyright and the information in it is not for resale/reuse and only for personal use.

   

  I've always outsourced all my online and IT business needs to an agency. I spoke to the current IT team about the issues brought to my attention by *******, the customer, as soon as she contacted me via LinkedIn on July 25th, 2023. I am happy to share screenshots of our conversation on the LinkedIn chat feature if requested. 

  Unknown to me, my website had significant errors from the previous IT person I hired some years ago to update it. This is what caused everything to crash when they were doing some website updates in early July. 
  
  They told me this included the corrupted wellness program files and coding issues in the backend system. The whole website had to be transferred to a new hosting platform. They were not able to bring back the old structure without a major rebuild and that is not an investment which is possible at this time. Therefore, I cannot give access to the workbook again. 

   

   

  2- Limited Access to the Digital Workbook

   

  Please see the two screenshots I have attached which show the terms of access for the online workbook. One shows the statement I had saying "no refunds or cancellations" on the purchase page. The second explains the length of the program in the introduction once the customer has purchased the digital workbook. 

   

  I state online that I give 8 weeks to complete the workbook plus an extra 7 days additionally. This is a total of 63 days of access. 

   

  To be generous, on the backend, I actually had allowed a total of 90 days of access to the workbook through the portal. This gives a customer an additional 27 days above and beyond the stated 63 days of access. 

   

  The customer, *******, purchased the digital workbook on April 30th, 2023 and had 68 days of access to the workbook before the whole site crashed. This means she had complete access for the stated 63 days of access plus 5 additional days. 
  
  However, since I technically allowed for 90 days of access on the backend, I told her that I acknowledged she would have had 22 days left to access the information if not for the crash. Therefore, I gave her a partial refund of $23.10 back via PayPal for those missed days.

   

  This is even though it was not in line with my no refunds policy and she had been given full access for at least 63 days as promised in the workbook.  

   

   

   

  3- Communications: LinkedIn Messages, Phone Call and Email 

   

  I was not aware there was a technical issue until July 25th, when ******* contacted me through LinkedIn. As soon as she sent me a message, I tried my best to address it quickly with my IT agency. I was able to respond with answers and a partial refund within three (3) business days, by the end of the same week, on July 28th, 2023.

   

  ****************** was able to find only one email that the customer sent on 7/9/23. It never made it to my inbox, but was still on the server. This was recovered last week (July *****th) after the problem had come to my attention. 

   

  I get multiple scammer phone calls to my business number each day and my phone system reroutes the ones that it thinks are spam directly to voicemail. After she contacted me on LinkedIn later, I was able to go back into the call log of the "spam" phone calls and find one call from her, which was left on July 12th. She left her name and a number, but not an explanation of why she was calling. At this point, I had no access to my lost emails from the server, so I didn't realize that she was calling about the loss of online access or any other matter. I was not able to find a record of any other phone calls or messages from her number. 

   

   

  Most sincerely,

   

  ************;