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:09/05/2024

  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 am filing this complaint regarding Unauthorized Billing Practices and ************ Quality by OkayRelax.In June 2024, I initially subscribed to OkayRelax, expecting to receive quality services as promised in their advertising. Unfortunately, I found the service to be of severely lacking quality and did not meet my expectations or the standards promised. Due to these ongoing issues, I decided not to continue the subscription.On Jul 2, 2024, I received an email from OkayRelax notifying me of a failed payment attempt for my subscription. This email led me to believe that my subscription was effectively terminated due to the non-payment. However, to my surprise, OkayRelax continued to bill my credit card for two months following that email without my authorization or notification.These charges slipped my attention until recently, at which point I reached out to OkayRelax to resolve the issue and request a refund. They responded by citing a "no refund" policy and further threatened to send my account to a collections agency if I issued a chargeback, tacking on a $50 fee per chargeback in accordance with their terms and conditions.In addition to the unauthorized charges, I want to emphasize that the cause of cancellation was the poor quality of services received. Despite my attempts to resolve the situation, OkayRelax has not offered me any satisfactory solution or compensation for the lack of service quality or the unauthorized charges.I believe this business practice is unethical, and I am seeking the following:1. Full reimbursement of the unauthorized charges made after my failed payment email.2. Immediate cancellation of my account without further billing or collections threats.3. Assurance that there will be no further collection actions or additional charges, including the $50 chargeback fee.

  Business Response

  Date: 09/05/2024

  Hi ****,
  
  We appreciate you taking the time to share your concerns, and we're sorry to hear about your frustrating experience. After carefully reviewing our records, we'd like to address the points you've raised and hopefully clear up any misunderstandings.
  
  Regarding the failed payment email you received on July 2, 2024, our records show that this email clearly stated the payment would be retried in 12 hours, in both the subject and body of the email. This retry was successful, which is why your subscription continued. We didn't receive any cancellation request from you following this email or at any other time. We want to assure you that canceling your subscription is a straightforward process. You can do so at any time by simply logging into your account, viewing your subscription, and clicking the "Cancel" button. We strive to make our processes clear and straightforward. However, we apologize if there was any confusion about the status of your subscription during the payment retry process.
  
  We've noticed you had positive interactions with our assistants, even thanking **************** and ************** for their work. These encouraging exchanges make us surprised to hear that the overall service didn't meet your expectations. We always aim to address concerns promptly, which is why we're puzzled by the lack of negative feedback during your subscription. Your satisfaction is crucial to us, and we would have welcomed the chance to address any issues in real-time.
  
  Regarding our refund policy, it's important to understand that as a service-based business, we allocate our assistants' time and resources based on active subscriptions. When clients reserve our time and then attempt to reclaim payments, it puts us in a difficult position. Our assistants have already dedicated their time, and that time cannot be reclaimed or resold.
  
  We value transparency and fairness in all our dealings. While we understand your dissatisfaction, taking back payments for our time through chargebacks isn't an equitable solution. It negatively impacts our ability to compensate our assistants and maintain our service quality for all clients.
  
  However, we also recognize the importance of client satisfaction. With this in mind, we propose the following to address your concerns:
  
  1. We've already taken care of canceling your subscription, so you won't see any more charges from us.
  2. We'd like to offer you a credit for a portion of the disputed charges. This credit would be available if you choose to use our services again in the future.
  3. We assure you that as long as no chargebacks are initiated, we won't pursue any collection actions. Our goal is to resolve this situation amicably and fairly.
  
  We remain committed to providing excellent service and would welcome the opportunity to demonstrate this. If you're open to it, we'd like to offer you a complimentary session with one of our top-rated assistants, with no obligation.
  
  Please reach out to us at ********************************** if you'd like to discuss this further or take us up on our offer. We're here to listen and work towards a resolution that respects both your concerns and our business practices.
  
  Thank you for your understanding. We hope to find a positive way forward that works for everyone involved.
  
  Striving for mutual understanding and satisfaction,
  OkayRelax

  Customer Answer

  Date: 09/10/2024

  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:05/11/2023

  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.

  They say they will handle tasks in 24 hours or less when marked high priority I can show numerous instances where that is not the case. However, when I asked for a refund i was told that was impossible Now I am being told I can no longer use chat feature. I don't understand how it is legal to say a customer cannot use a feature that other customers can if I paid upfront. I would like a refund for the remaining months of service but am repeatedly told that is not possible but if I cant use all available features (the chat feature) I think it is illegal to keep my money. They say that I ask my tasks be prioritized over other users but I am willing to provide BBB access to my account so you can see for yourself that was never the case.

  Customer Answer

  Date: 05/11/2023

  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,
  
  *******************************