Complaints

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• Initial Complaint

  Date:08/09/2024

  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.

  In February I was involved in a sales call that promised an individualized fitness and nutrition coaching program. The sales call was aggressive and she did not explain that there was no option of refund. I never initialed the part of the contract that acknowledged the no refund policy

  

  Business Response

  Date: 08/10/2024

  On February 18th, 2024, the client and our enrollment specialist, ******************, had an hour-long recorded zoom consultation. The consultation discussion covers the clients struggles in relation to their health & fitness goals. She was also taken through a step-by-step presentation about our coaching program and all the details of what she was signing up for. Our coaching program is an online 1:1 experience tailored to the individual, so we take time on these calls to discuss in depth what the client is currently struggling with and their overall goals. In this enrollment consultation, the client was excited about starting her program with us after we walked her through the app we use, the details of the program and how we could possibly help her get on a better track.  Her accusations that we use aggressive sales tactics feels very unwarranted, as she was very excited to start her program and willingly signed up to start as soon as possible. 
  The client willingly paid in full for her program to receive a 10% discount on the overall cost, the other option was to submit monthly payments, but she wanted to receive the overall discount, so she opted to pay the upfront amount in full. She also signed a DocuSign agreement covering the details of the transaction, which included her initials by the Refund of Payments section. She paid with a MasterCard ending in #**** and it expires 05/27. We have submitted the signed DocuSign agreement as proof that she did, in fact, sign the entire agreement even by the refund of payments section, even though she is expressing in this complaint that she did not.
  The client did the onboarding zoom call on February 26th, 2024, with Coach *********************** and by March 7th, 2024, she had emailed us wanting to change coaches with not much of an explanation as to why. We facilitated a zoom call between the client and our Head Coach *************************** to discuss the request in detail. This recorded zoom call took place on March 7th. To appease her request, we moved her to Coach ***************** coaching roster. 
  She then began with Coach **** on March 9th, 2024, and participated in 3 weekly check-ins (March 11th, March 25th & April 7th).  The client then missed the next 2 weekly check-ins (4/22 & 5/5) in which she did not fill out the appropriate information for her coach. In order for a client to be successful with a coaching program, they have to be an active participant. Coach *********************** sent her multiple messages that were unopened and not responded to. She has not responded to her coach since April 9th, 2024. 
  On Friday April 26th, the company sent the client an email inquiring about her well-being & the program and asking if there was anything else we could do to help her get back on track since she had not been participating actively. She did not respond until May 1st, 2024, when she emailed us back claiming she is too busy for the program to work for her. In the exchanges, she explains that she doesn't feel like she can thrive in a virtual environment and in-person would personally be better for her. She does not feel that she can make the program work for herself, so because of this she feels entitled to a partial refund which we do not agree with. We truly feel our program can work for all individuals who are committed to doing so. Our coaching style is flexible, and our coaches work with their clients one on one. 
  As outlined in the DocuSign agreement that she did in fact sign, we do not offer refunds. We have been willing to work together with her through multiple situations, but at the end of the day she did not feel like she could show up and follow through with her end of the coaching/client relationship. Our email to the client on May 2nd, 2024, offered her the option to take a break from her program and retain her unused program time for future use when she felt like she could actually make the commitment, which we did not have to do. We feel like that was a very helpful solution to offer to her, so she would be able to regroup and come back to her program when she felt like she could make the commitments and follow through with participating. Unfortunately, we did not hear a response from that particular email or offer.
  Next, on Tuesday May 7th, 2024, she disputed her payment for the program through a chargeback with her credit card company that noted the reason as Defective/Not as Described.  We did our due diligence and laid out for the credit card companies the entire process taken by her from signing up, proof of email exchanges, and provided documentation from her coaches about her missed check-ins and unread messages that her coach sent to her. The chargeback was ruled in our favor and her effort to receive a full refund was denied at that point in time.  After the chargeback ruling, we did not hear back from the client until much time had passed at the end of July. 
  At that point, we were still happy to work with her if she decided that was what she wanted to follow through with after all. The client emailed us back on Saturday, July 27th, 2024, inquiring about setting up a zoom call with a member of our team to see what she could to utilize the remainder of her program time, which at that time was approximately 4-weeks remaining. 
  We gladly agreed to accommodate this request and promptly set up a time to discuss her options with our Head Coach ****** on a zoom call on August 1st, 2024. Unfortunately, the zoom call did not pan out as successfully as we had hoped.  Coach ****** began by summarizing the remainder of her program and hoping to come up with a game plan for the final month of her program. This did not bode well with the client, as we believe she was hoping for us to offer her additional program time due to the fact that she was not using her program throughout the 6-month timeline. Next, she abruptly disconnected the zoom call with Coach ****** and never returned to the meeting. Coach ****** waited on the zoom call to see if it was an error, but she never came back into the meeting to finish the discussion. 
  Our intention is to truly help our clients make positive changes to their lives in our program and we would never want to end things with a client in this manner, but we do feel as though we have upheld our promises as a company in this situation.