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:09/12/2022

  Type:Customer Service 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 went to this establishment on 8/23/2022 because I was interested in the facility and wanted to see what they have to offer. I ended up joining this program. It was a total of $643.93 that was paid, I did not sign anything, no contracts or any explanation on refund policy. The next day I was sick went to my physician and found out that I was suffering from pneumonia. I contacted the owner of the gym the same day after I left the doctors office to notify them that I would not be able to start the program that Monday due to being sick. I asked for refund. The reply was that they do not give refunds and for me to come back when better. Since then I have been under the care of my physician and a pulmonologist due to decreased lung function. I reached out to the owner again stating that I will not be able to join this program and would like a refund. I stated that since no contracts or explanation of any policies was explained that due to this situation regarding my physical health that a refund should be rewarded. I am not able to physically to due intense workouts and this is what this program retains. I believe a full refund should be given.

  Business Response

  Date: 09/13/2022

  Hello BBB,

   

  Thank you for reaching out as we have helped 1000s get healthy and reach their health and wellness goals. ******** came to us months ago wanting to get healthy. She booked with us, had a trial workout with our head trainer Coach ***, and proceeded to sign up. 

   

  We explained that this is a 6 week period. I have attached the accepted Google meets when she showed up for a meeting with Coach ***. She also received our tailored meal plan, onboarding email, access to our accountability coaches, and was fully ready to start in our program. 

   

  Initially she told my husband that she had a different nutritionist, and that she would no longer be using us, after SHE PAID, and got our meal plan. 

  Sadly, she got sick the following days and requested a refund after I welcomed her into the program. 

   

  We allow people to cancel at any time within our program, with that luxury there is no cancellation fee, or REFUNDS, because she already received the plan. 

  We explained to her numerous times that we offer continuation of services and or her program can be gifted to a loved one if she is unable to use it.

   

  Because we have a health and wellness company, we can not issue refunds when someone simply doesn’t want to or can’t do the program. We completed our part. When her body recovers and she is capable of working out, we will credit her 6 weeks, like we have done with numerous people who have caught Covid, had heart attacks, the flu, death in the family etc. 

   

  Coach Hicks
  Owner and Lead Trainer