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:04/05/2024

  Type:Billing 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.

  Transaction Date: March 5, 2024 Amount: $207.99 This was a service purchased a year ago. I was unaware it was a recurring subscription. I do not feel the renewal is fair business due to: a) auto charge for a service that has not been utilized for 6 months. b) provide no reminder of an upcoming annual subscription renewal for an amount this large. c) process the charge under a different company name so it takes some time to discover what the charge is for. d) declare that there is no acceptance of a dispute because it is in their "terms and conditions".

  Business Response

  Date: 04/05/2024

  As indicated in our response to the customer, the autorenewal of the subscription is stated on the registration page and in the terms to which they agreed before joining.  We do provide the customer with the ability to self-cancel through their accounts page at any time or by reaching out to our support team.  We also provide a courtesy reminder via email 30 days before the renewal.  

  The customer initially reached out to us on 3/11/24, after the renewal was processed.  We responded, sharing our policy and inviting them to respond if they needed further assistance.  We received the followup response shared by the customer in this complaint on 4/4/24.

  We are always willing to listen to the concerns of our customers.  The inquiry was escalated to the support manager, who reviewed the member's concerns and responded on 4/5/24, see attached.  A full refund has been issued to the customer.

  Please let me know if anything further is needed.

  Regards,

  ***********************************

• Initial Complaint

  Date:05/18/2023

  Type:Product 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 the program in February 2023,for ***** a month but I was immediately unhappy with the service. The recipes and pictures did not match up, the Android app and website were clunky, and the recipes did not adjust properly.I contacted *********** Diet within 30 days of joining the program to cancel, but I was told that I would have to continue paying $***** per month for the next 11 months. I was very disappointed with this response, as I had not received the service that I had paid for.I reached out to *********** Diet again this week to request a refund, and they offered to downgrade me to the 3-month pay-up-front plan for $99.99. However, this plan is still more expensive than the advertised price of $39.99 per month.I am very frustrated with *********** Diet's customer service and their unwillingness to offer a refund. I believe that I have been misled and taken advantage of, and I am requesting that you investigate this matter.Thank you for your time and attention to this matter.

  Business Response

  Date: 05/18/2023

  The customer registered for a ******** program, paid monthly, with a 12-month commitment.  The commitment period is indicated on the registration page and in the terms agreed upon before joining.  We do offer a 5-day cooling period with full access, allowing members the opportunity to explore the program to ensusre it is a good fit for them.  The customer requested cancellation outside of this cooling period.  

  Attached is the most recent correspondence with the customer, offering an early termination option.  As a courtesy, the customer has been released from further commitment, any early termination fees have been waived, and no future charges will be processed.  

  Please let me know if I can provide any additional information.  Thank you.

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved for me.
  There are many more like me, that had a problem with the i company and cancellation. This is evident on the ******** page for *********** Diet as well as Reddit
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/28/2023

  Type:Order 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.

  This business is not transparent about their subscription renewal process or that when you purchase a 6month subscription it automatically renews (they say it is in some fine print).On the day it renewed (6 months later and without my knowledge) I reached out to them that day to let them know I wasnt interested nor was I aware there was an automatic renewal for SIX months. What I dont understand is that I am not using the service-nor will Ihow is it that they cannot pro rate my account? I cancelled the day I found out it had renewed. I have to pay for six months? Worse case, I dont understand why it cannot be pro rated? Even 1 month I wouldnt be happy paying for, but it is better than having to pay for six months of something o am not using and did not sign up for.I just dont want other people to fall victim to this. It is a scam and they are taking advantage of people.

  Business Response

  Date: 03/16/2023

  Hi *****,
  
  Thanks for your reply. I understand that you are disappointed and frustrated with our renewal policy.
  
  The auto-renewal of the subscription was indicated on the registration page when you joined and in the terms to which you agreed. We do provide you with the ability to cancel your subscription in Account & Settings>Manage membership, or by contacting our Member Success Team. This can be done at any time before your renewal. In addition, a reminder email was sent before your renewal. Please see the record below for your reference.
  
  
  
  We make every effort to be fully transparent and ensure that the cancellation process is straightforward and accessible.
  
  I know it is upsetting to pay for a product or service that you do not wish to use and I do not want this experience to tarnish your view of our program. As a courtesy, I have refunded your recent renewal. Please allow a few days for processing.
  
  I hope this resolves the matter to your satisfaction. Please let me know if you have any questions. I'm happy to connect via phone if you would like to discuss the matter further.
  
  Wishing you all the best.
  
  
  Regards,
  ********
  *************** Diet Member Success Team
  

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I do not know where they are getting those screen shots of when they sent the reminder and when the email was opened.

  I checked my email and did not receive that reminder message.  Had I had received it, I would have cancelled.

  I do not appreciate the lying and this is not a good business practice.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  They refuse to refund an auto renewal I did not intend to renew, which they processed without any notice of the auto renewal. *** asked several times and they continue to refuse. They use scammy tactics, such as burying the auto renew info deep in their t&cs and do not send renewal notices so the membership can be can be canceled in advance.

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/21/2022

  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.

  3 months ago I enrolled in a digital wellness program through the ***********, which had cost $119.97. It was not made clear to me that this would be an automatic renewal. On 12/19/2022, my credit card was charged another $119.97. Within minutes, I responded to the clinic stating I did not authorize this and as I am unhappy with the program and have not used it , I would like to cancel and receive a refund. I was told that is not possible, but going forward they would not renew again. This is a program I will not be using and they have denied me a refund.

  Business Response

  Date: 04/24/2023

  I found the attached in my email.  She disputed the charge through PayPal and it was resolved in her favour. This was the initial message we sent her when she reached out to us to cancel after the renewal was charged.  There was some follow-** correspondence in which the policy was reiterated but she never threatened to file a complaint or negative review.

• Initial Complaint

  Date:11/16/2022

  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 have requested (3) times to cancel the subscription effective 10/24/22 - i get a email about not getting a refund, I didn't ask for one, via the link which prompts me to send an email for cancellation. The only response I received was to advise me that they do not give refunds. I didn't ask for a refund. I wanted the subscription CANCELLED. *** Members can cancel their subscription at any time within their account. This ensures that no future payments are processed and can be done by selecting Menu > ****************** > Manage Membership *** This is misleading because the link (unless you contact our team to cancel) then email about no refunds and advised to complete the same process that is not working =.It's almost like the delay in response to my request is dragging it out to charge me for another month.

  Business Response

  Date: 11/17/2022

  I believe our Member Success team has been in contact with the Complainant and they have found a mutually acceptable position. It is important to note that the complaint is not factually correct. Our Member Success team immediately responded and reminded the person of their obligation, they did not want to accept the terms they agreed to. We subsequently went above and beyond to refund a portion which was not due to resolve the matter amicably. We believe this matter is now resolved.

• Initial Complaint

  Date:11/04/2022

  Type:Billing 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 signed up for the *********** diet through Digital Wellness LLC. I tried to cancel within the first week, and followed all the correct steps to cancel. I tried to cancel 6 times, and never once did they cancel. They replied saying that my subscription is set to expire, and thats what they said all 6 times. This was in October 2022, and the subscription was set to renew the 2nd of November. So I was thinking that since I requested cancellation and they said it was set to expire, they shouldnt try and renew. So, to play it safe, I canceled payment in October, so they couldnt charge me for a renewal. Sure enough, they did try and charge me on the 2nd of November, even though I had 6 attempts of cancellation and was being told that my subscription was set to expire. They wont let me cancel! So because of this, I kind of think it is sort of a scam? I just want to cancel!!!!

  Business Response

  Date: 11/17/2022

  This complaint has been resolved and the member has received a partial refund.

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************