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:01/28/2025

  Type:Product 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 came across a fitness coach to help me lose weight in December of 2024 on TikTok live streaming. I purchased a 6 month fitness coaching for $2,400 through the affirm app to make monthly payments of $238 monthly. The services began on 1/1/2025 and I requested for a refund on 1/25/2025 due to lack of service, over charge, negligence. On the fitness coach website it states that he offers fitness coaching sessions for 6 months for $500 every 6 months. When I made the transaction I was never presented or explained any terms and conditions/refunds and cancellation policy that requested for my signature. The services he charged me for is being giving away for free during his TikTok live streams. Meal plans and workout suggestions. He has been charging $10 a year for the same fitness app I use to help me do workouts and keep track of my progress. Once I realized the lack of service and over charge I immediately asked for a refund. The fitness coach stated it is not possible to refund me and cancel once the program has started.

  Business Response

  Date: 01/28/2025

  
  Dear *** ************************ you for reaching out to share your concerns. I take all client feedback seriously, and Id like to address the issues youve raised while clarifying a few points about the situation.
  
  Regarding the $2,400 Fitness Coaching Package:
  
  
  The package you purchased is a one-on-one fitness coaching program that includes weekly or biweekly check-in calls (up to one hour each), access to three group coaching calls per week, and a fully customized meal plan and workout program. This program is highly personalized and requires significant time and effort to deliver, which sets it apart from other offerings.
  
  During the sales process, the details of this program were explained to you, and we have documentation (including a Zoom recording) confirming your agreement to the terms and your understanding of the services offered.
  
  
  Refund Policy Clarification:
  I understand that you were not explicitly made aware of my no-refund policy prior to your purchase. This was an oversight, and I take responsibility for ensuring that all clients are fully informed of our policies in the future. While this policy is in place for all coaching programs to protect the time and resources dedicated to each client, I acknowledge that it should have been clearly communicated to you during the sales process.
  
  
  Misunderstanding About Other Offers:
  
  
  The $500 offer you referenced is a completely separate service that only allowed for limited one-on-one coaching calls during specific time slots. This service was no longer actively offered or promoted at the time of your purchase, and it is distinct from the one-on-one coaching program you signed up for.
  
  
  Similarly, the $10/year fitness app subscription you mentioned is no longer available. This app provided basic meal plans and workout suggestions but did not include the comprehensive, personalized coaching services you receive in the one-on-one program.
  
  
  Resolution Efforts:
  
  
  When you requested a refund on January 25, 2025, I invited you to a Zoom call to discuss your concerns and work toward a resolution. Unfortunately, you declined this opportunity and chose not to provide additional details about your dissatisfaction. My intent was to address your concerns directly and find a solution that would allow you to get value from the program.
  
  
  Steps to Resolve the Issue
  
  
  While refunds are not typically offered once the program has started, I recognize that the lack of clear communication about the refund policy may have contributed to this situation. To resolve this, I would like to offer the following:
  
  
  Continued Coaching Support: 
  I remain fully committed to providing you with the personalized coaching and support you signed up for, including adjustments to your meal and workout plans as needed to better suit your preferences.
  
  
  Alternative Resolution: 
  If you believe that continuing with the program will not meet your needs, I am willing to discuss a partial refund as a gesture of goodwill, recognizing the services already rendered.
  
  
  Zoom Call to Resolve the Issue:
  I would be happy to schedule a Zoom call with you to address your concerns directly, answer any remaining questions, and work toward a solution that you feel comfortable with. Please let me know your availability, and I will arrange the call at a convenient time for you.
  
  
  Please let me know how you would like to proceed. My goal is to ensure you feel heard and supported as we work toward a resolution.
  
  
  Thank you for your understanding, and I look forward to hearing from you.
  
  
  Sincerely,
  ****** *********
  

  Customer Answer

  Date: 01/28/2025

  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:

   

  $2400 Coaching Package

  I have received 3 check ins, one meal plan to follow even after we changed it after a week. And workouts that I do on my own a fitness app from the period of 1/1/2025-1/31/2025. As stated by the business I was suppose to receive group coaching sessions that never happened. The services Ive received includes everything in the $500 package on the business website. It does not make sense to over charge customers and promise them services you do not give them. 
  

  Unfairly Treatment

  I reached out to you before I requested a refund to talk about my protein intake and I was ignored. I was scheduled to do a 30 minute session with *******. She was 15 mins late I didnt mind that because things happens. But not even ***** mins into the session I felt rushed to end the session.  The business has insisted that I continue my coaching sessions after Ive repeatedly expressed to him that I would not like to go further with any more sessions.
  

  $500 1 on 1 coaching package

   

  If this coaching package is not available it should not be advertised on your website then charging triple plus more than that amount for the same services. The services that comes with this package is everything Ive received from 1/1/2025-1/31/2025. There was no documents in writing explaining what would be included and what would not be included. 

  Refund/cancellation Policy

  I do not agree with the refund and cancellation that has been stated after the fact Ive made my purchase. I did not get presented/explanation of any terms and conditions, refunds or cancellations. Ive only received services from 1/1/2025-1/25/2025 and those services does not amount to $1200. If *** received 3 months of services than I would agree to that. I agree to paying $500 for the services Ive received. $2400/6 months of services = $400/monthly. $500 for what I have received is fair.  

  
  

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