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:02/06/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 started an online class with Nancy C****** on 1/11/24 and decided to cancel within the 2 week window for refunds.
  
  I wrote her telling her I was cancelling on 1/21 2024. The money I paid her was $1261 in 2 installments which included the purchase of a device.
  
  On 1/24/2024, I emailed her and asked when I can expect to receive the refund.
  
  On 1/24 2024 she responded that she is waiting to get the refund on the device I ordered through her (Lumen device), which was $ 232.69.
  
  On 2/1/24 I wrote her and asked her when I can expect to receive the money and she has not responded.
  
  I would like a refund for $ 1261.00 for the cancellation of this class.
  ?Clarification: Her cancellation policy states that she will offer a refund minus the cost of the device ($ 232.69). The reason that I am requesting that amount be added to my refund is because I called the company asking if I could return it directly to them. I did not authorize the refund and was planning to wait to have a conversation with Nancy. Then I got an email from the Lumen company starting that they issued a refund to Nancy on 1/22/24, so she got payment for this device twice.

  Business Response

  Date: 02/11/2024

  On February 1, ******** emailed me enquiring about the refund. I responded to her enquiry on February 6, letting her know that I was waiting for my assistant to come back from sick leave to support with the refund.  On February 6, as soon as I was able to I refunded her $861.00.  The total refund amount will be $1129.  The refund of $268 has been initiated as of February 11.  

  I was waiting for Stripe to transfer funds back into account in order to refund.  

  Customer Answer

  Date: 02/14/2024

  RE:  CASE NUMBER:   ********. From ******** *****I received your response to case number:   ********And I do not agree with the settlement and here is why:She is correct that he refund policy stated that I could get a refund minus the cost of the device.  So ordinarily she would owe me $ 1361.00 which I paid in 2 installments minus The cost of the device :  $232.69 =$1128.31.But there is an irregularity, here.   I called  the Lumen device to ask if I can get a refund and they went ahead and refunded Nancy the $ 232.69.   She then agreed to pay me the full amount minus $80.00 for her expenses, for which I agreed. But when she realized that I filed a complaint with the BBB, she changed her mind and decided to charge me for the device, meaning that she got paid 2x for the device which I think is unethical.  She already paid me $ 861.00 which leaves a balance of $500.00. minus $ 80.00 = $ 420.00She said that she sent an additional payment of $268.00,  so if that is in process, that leaves a balance of $152.00.   Please see screen shot sent in a separate email.  Below is a copy:Hi Nancy Feb 1, 2024By now, you should have received the refund for the lumen.  If you have not,  please let me know and I will follow up.  If you would like me to send you the device so that  you can have an extra one on hand,  let me know where to send it.  Do you have my credit card info  to issue the refund?   If you prefer to send it either PayPal or Venmo,  let me know and I will send you my contact info.The balance is:  $ 1361.     $ 861 for the course + $500.00 for the upgrade.Can you tell me when I should expect to receive the money so I can look for it?  Thank you,******** *****Hi ******** Feb 6, 2024I was trying to see how much the credit card processing took. I am not going to be out my own money because you changed your mind. Especially, when upgrading and having me pay additional fees.I have never offered a refund policy like this and will never again moving forward. Stripe charges 2.9% to process. So that is times 2 (the charge. Then the refund). So I will return you the total minus $80. Kirah is sick so I am waiting to discuss with her how to make the refund as I have never had to do it before. WarmlyNancy  Verbal Update 2/20/24:- The refund in the amount of $268.00 has not been received and the business had stated they sent on February 11th. - Also, this is not the amount of the refund we had agreed on.