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:10/18/2024

  Type:Sales and Advertising 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 am writing to formally request assistance with a refund for the remaining balance of my enrollment in the Burnout to All Out LinkedIn Lead Generation course, which I signed up for on November 14, 2023. I was drawn to the program by their promises of video training and claims that I could 10x my leads and generate thousands of leads.I chose the 12-month payment plan of $498.70, investing $2992.20 through six payments. I filed a dispute with my credit card company, which was only able process 4 months of charges. I recovered $997.40 but am still owed $1994.80.The company's advertising practices are misleading and deceptive, and I know at least one other student who has had a similar experience. The promise of video training was the key factor in my decision to enroll, and failure to deliver constitutes a breach of their advertising claims.I would not have joined the program had I known that the video training component was no longer offered. When I raised this issue, I received a letter from their attorney stating a no-refund policy and claiming they were generous to waive the remaining program fee of $2992.20.Additionally, I believe its important to share my experience to inform the public about these misleading practices and prevent other consumers from wasting their time and money. Consumers have the right to truthful advertising and clear information about services.Attached are the relevant documents submitted to my credit card company, including the letter from their legal counsel, for your review.Thank you for your attention to this matter. I look forward to a satisfactory resolution. Please note that I do not want my phone number published; I have entered zeros in the required field. If you need any additional information or documentation, please let me know. Thank you.

  Business Response

  Date: 11/01/2024

  This letter references the complaint submitted by ****** ***** - complaint - 22439347.  ****** ***** signed up for our ****************, which helps customers build their personal branding on the ******** platform, create and grow their network on the platform, and then to bring activity, engagement and growth to their business.  They purchased using our website checkout process, and immediately upon purchase, our team provided access to the video training course modules (as seen in the attachments), which contains the video training vault and supporting reference worksheets.  During her registration process, ****** ***** was provided the opportunity to attend 1 of 8 live onboarding calls to which the complainant registered for November 14^nd 2023. Within hours of that live call, we provided a replay, in case they were not able to attend in person. Additionally, each registrant is given the opportunity to sign up for 1 profile audit, 1 content audit and 1 role play audit. This client received 2 profile audits and 1 content audit prior to her program close. Also, our program provided live coaching weekly, and I personally coached and supported ****** in these sessions throughout her time in the program.

   

  Description of our ****************

  Our **************** helps customers build their personal branding on the ******** platform, create and grow their network on the platform, and then to bring activity, engagement and growth to their business. When a customer signs up for the academy, we provide them immediate access to the academy modules.  The Academy is a combination of a video module library as well as weekly, live group coaching calls as shown by our attached call schedule from February, to which the complainant had full access. All of our live group coaching calls are recorded and the replay provided in case live attendance isnt possible.

   

  Please see our attached terms and conditions that the cardholder signed upon condition of purchasing the ****************.  The **************** agreement has a strict refund policy due to the sensitive and confidential nature of the information we provide, all sales are final and we do not issue refunds. This client chose to pay 12 monthly installments for a 6 month program. We graciously released her, without request for the remaining 6 months payments therefore, giving her a 50% refund or her original program purchase.

   

  This cardholder successfully logged in to the **************** and consumed at least 51% of the core content and 4% of the replay content. The complainants last activity and login is April 29, 2024. Prior to registering for the ****************, ****** ***** attended a free 9-Day Masterclass that not only outlined the *************** but the details and inclusions of the Academy program itself. 

   

  The cardholder contacted our team with a request for assistance on April 24, 2024 to which we responded within the hour offering an extension of time to our 6 month program and opportunities for direct coaching. A second email was sent by the cardholder on May 1, 2024 requesting a full refund. Each Sunday night, our team sends out an email that shares any information for the coming week as well as the call schedule that is shown in the calendar [Exhibit H], in the Slack workspace as well as daily text reminders for calls. According to our database, the cardholder not only received these emails but opened and engaged with the content. While our policy, terms & conditions state no refunds, we canceled the remaining 6 payments in the clients purchase and released them at 50% paid. (This client chose to pay 12 monthly installments for a 6 month program. We graciously released her, without request for the remaining 6 months payments therefore, giving her a 50% refund or her original program purchase.)

   

  ****** ***** registered a dispute with her credit card company for 4 of her payments, all of which we won. You can see the documentation to show the decision for dispute resolution as well as the documentation for each of the 4 disputes.

   

  Furthermore, we did send the complainant a letter, from our lawyer, to advise of next steps if her behavior continued. Please see the attached letter for reference.

   

  We ask that you please review the attached documents, documenting that we provided ****** ***** with the **************** content, which invalidates her claim that the product was not as described or defective and resolve this matter in our favor.

   

  If its any consolation, we have supported over 1200 clients in the past 5 years and this is the first report we have ever received. We have not only followed through 100% with our commitment to the contract, we OVERGAVE. We offered her additional time outside the contracted 6 months and DID NOT in fact hold her accountable to the remaining balance she owed contractually. We staff our team and coaches based on client commitment, and she did not uphold her end of the commitment or contract. 

   

  This is a classic case of buyer's remorse, who is trying to get money back from a business owner who 100% went above and beyond and has 100% responsibility to owning her anything.

   

  Thank you for your attention to this matter.  Please let us know if you need any further documents or additional clarification in reviewing this matter.

   

  Sincerely,

   

  ******* Henault,

  CEO and Founder, Burnout To All Out

  Customer Answer

  Date: 11/02/2024

  The sequence of events is relevant to why I completed "51%" of the program. Halfway through the program, I learned that the training that was advertised and why I signed up had not been offered since early fall.  During the free 9-Day Masterclass, ******* Henault clearly advertised video training as part of the curriculum (see attached).  Additional promotional material promoted this training.  If it has been discontinued, they are misleading the public with fraudulent advertising.
  
  In addition, Melissas claim that I received 2 profile audits is incorrect. I was scheduled twice due to an error on her assistants part. I experienced significant delays and received only about 5 minutes of "personal coaching". On one occasion, I waited over an hour without being called for this coaching.  ******* "graciously" waiving the remaining fees does not absolve her from providing accurate information about the services offered. I disputed 4 payments and received credits for 2.  I was unable to dispute the first 2 payments due to timing limitations. I personally know another participant who faced similar misleading advertising and successfully obtained a full refund.  This shows a pattern of unethical marketing tactics. 
  
  In light of the false information presented during enrollment and the failure to deliver on services advertised, I have the right to a full refund of the remaining $1994.80.  The ONLY reason I enrolled was to get video training.  It is not my responsibility or buyers remorse if ******* Henault falsely represents her services.
   
  Thank you for your attention to this matter. I look forward to your response.

  Sincerely, 

  ****** *****

  Business Response

  Date: 11/06/2024

  We've determined that our best course of action as a company is to provide ****** ***** a refund.  Please see the attached documentation that the funds have been dispersed.

  Having said that, this is simply not a case of "false advertising".  Video audits were removed from the program, yes but Ms. ***** had every opportunity to have one on any of our office hours or hot seat coaching calls - which she used extensively while in the program.  
  
  We wish Ms. ***** the best in her future pursuits.