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:05/18/2023

  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.

  Coach's Plaza - Level Up program is an advertising program for life coaches. Not a life coaching class, but a marketing class. This is a 12-week course. I was in weeks 3/4 when I was unable to complete the task we were given. When I asked for help, *************************** directed me in several different directions then sent me a video. I felt her overall tone was demoralizing. and her comments were belittling, demeaning and patronizing. (You will see the email timeline and the video link in the upload.) She had expressed I was not taking "radical responsibility" after I had spent many hours poring over the homework, trying to see where I went wrong. She stated I was "playing the victim" when I was describing all the obstacles of how, why, when, where I needed help. Then she tops it off with stating I cannot become a good coach if I'm "playing the victim", then states she knows I'm a very good coach. This class is not about coaching, it's about advertising for coaches. She has not seen me coach; therefore, she cannot make a judgement on my coaching style. When I told her I quit the class and request a refund, she tried calling me twice, sent me a voice mail and three text messages all the same day, 5/11/23. Then on 5/12/23, she took another payment from my credit card and finally cancelled my subscription. I consider this at the very least, harassment. I had signed a contract to make 5 payments for the class and 5/12/23 made the 5th payment. Regretfully I cannot find the contract. I am quite sure the contract did not state I have to accept her degrading barrage of comments nor her harassment. The course required 5 payments of $1197. I am requesting a refund of the last 8 weeks I did not attend. While I learned a lot in the little time I was in her classes, I did not pay for degradation and harassment. Thank you for your time and consideration. Please let me know if you need more information. I will continue to look for the contract I had signed.

  Business Response

  Date: 05/18/2023

  Subject: Re: Complaint ID ******** - Response from The Coach's Plaza
  Dear ***************************,
  

  I hope this message finds you well. I am writing in response to the complaint ID ********, brought to our attention by the Better Business Bureau on behalf of our customer, ************************
  
  The ******************************************* takes such matters very seriously, and we appreciate the opportunity to address ****************** concerns. Our priority is to provide our clients with the best possible service and to ensure that they receive the value and the results they seek through our programs.
  
  For reference, ************** was enrolled in our Level Up+ Program, which, from the signed program agreement the Level Up+ Program utilizes holistic, strategic planning, business expertise, values, clarification, and other coaching techniques and modalities to help Participant reach their desired results.. This is an important clarification, as this means the scope of the program is not limited to advertising and marketing, but also includes life and business coaching elements. The full program agreement that ************** signed is attached.
  
  To clarify, ************** was in week 9 of a 12 week program, but had only completed weeks 3 and moving into week 4 of the program due to her choice of pace for tasks. She was not in week , this is not correct. She also had completed a full 8 weeks of a companion program, prior to completing her 9 weeks, so ************** has been a customer of ours for a total of 17 weeks, not 3 or 4.
  
  Our records show that ************** enrolled in our Level Up+ Program, which is designed to help life coaches in the strategic planning of their businesses, as stated in the terms of our enrollment agreement she signed. This program involves training videos, action plans, live coaching sessions, and Q & A opportunities to ensure that participants get the most out of it. We understand that ************** has found parts of the program challenging and has faced difficulties in completing some tasks.
  
  The program ************** enrolled in has 5 flexible options for seeking support to allow for convenience for participants. These options are communicated during a separate orientation video, again during the training videos, as well as during live orientation which ************** attended on March 15, 2023. ************** preferred to email directly (not an official program channel), and team members encouraged ************** to use one of the 5 official program support channels she might find convenient to help with speed to response time vs. waiting for an emailed response.
  
  All of our clients, including **************, review and sign a program enrollment agreement (including a page-by-page initial), which includes a full description of the ****************** and program requirements. Further, the ****************** is discussed as part of the Onboarding process and Orientation at the onset of the program.
  
  Per the attachments, as you can see, The Coachs Plaza has collaborated extensively with ************** to support her through completing those tasks all the way through 9 weeks of the 12 week program (see attached email threads), however on Monday, May 8, 2023, ************** emailed ** in distress I work during the time of the BeeHive and office hours.  I am not available any day of the week until about 5 pm.  You indicated earlier to get a hold of ****** in the honey store - where in the honey store.  I have sent emails through support, text messages, etc.  Throughout this whole process, I'm being told I'm using the wrong process to ask for help.  I'm lost.  I don't know which avenue I'm supposed to take.  AND our hours do not coincide with each other.
  
  As per the agreement signed by ************** (Agreement Article 3, Section 3.3), participants of the Level Up+ Program are expected to take full ownership and responsibility for their learning and to use their judgment before implementing any advice given in the course. Furthermore, it's explicitly mentioned in the Agreement (Article 4, Section 4.1) that unruly or unacceptable behavior may lead to the removal of a participant from the program, at the discretion of The Coachs Plaza, without a refund. 
  
  In an attempt to further support ************** in successfully completing the program, we sent her a video (transcript and link to the video attached) to coach her through how to use the support channels of the program, and to encourage her forward. After this, ************** used three of our five support channels rapidly, and in anticipation of her needs for outside-normal-hours support, we sent her an email to suggest a time to accommodate a private coaching session outside of our normal working hours to support her work schedule. She rejected this offer of support, and instead replied to this email to let us know she was requesting a refund, in breach of the signed agreement.
  

  Regarding Ms. ****** request for a refund, according to our signed enrollment agreement (Article 5, Section 5.2), participants are expected to meet the "Member in Good Standing" standards, which include full participation, adherence to the program's schedule, and maintaining a positive and supportive presence within the programs community. 
  
  When ************** decided to quit the program (May 11, 2023 via text), she was still bound by the contract she had signed at enrollment, which required five payments for the class. Consequently, when she requested a refund, we were unable to accommodate it as per our contractual agreement. Ms. ****** choice not to complete the program tasks, and her request to be removed from program communications in the final weeks of her program access of a 12 week program are her choice, but have no impact on the program fee or her obligations under the contractual agreement she signed and initialed on each page during enrollment. We also reviewed the program requirements again during her Orientation Call, and reviewed how ************** could best engage the program for support.
  
  Furthermore, our teams efforts to reach out to **************, including phone calls and text messages, were not intended to harass but were an attempt to go above and beyond in service of a clients needs to address her concerns, provide support, and discuss the possibility of resuming her participation in the program. Our aim was to help her utilize the tools we provide to overcome the challenges she was facing and maximize her investment in the Level Up+ Program. Despite this, she has refused to engage directly and has elected to refuse further communication directly with The Coachs Plaza, and has elected to resign from the program.
  
  Nonetheless, we regret that ************** felt uncomfortable with our response. We remain committed to improving our services and making sure our communication reflects our genuine intention of helping our customers.
  
  Thank you again for allowing us the opportunity to respond to this complaint. We are eager to learn from this experience and improve our program and communication methods to better serve our clients in the future.
  
  To support your investigation into this matter, I have included several attachments including a full transcript of the coaching at issue with the email chain for context, along with the signed agreement that ************** provided on January 16, 2023, along with transcripts of her active, proactive and satisfactory participation while consuming the program up until this unfortunate turn of events. ************** was participating in the program and did not request a refund until the day before her final payment was due.
  
  Upon review of this matter, it appears that ************** has not included some key communications that are relevant to this situation. Attached I have included the email we sent on May 11, 2023 in response to Ms. ****** actions that breach the signed agreement terms, specifically pertaining to the ******************, resulting in the Loss of Member in Good Standing with the program, and advising ************** of the implications and her contractual obligations under the signed agreement, as well as a further invitation to resolve the issue. See Appendix A immediately below in this document for a copy of this email.
  
  As we stated in our last email to ************** before she filed her complaint with BBB, we remain open to discussing her situation and resolving the issue with her, however to protect the community standard of the program, per the Program Agreement, we have removed access from the program until we can have a conversation (************** has not made this possible due to her refusal to respond), and complied with her request to Remove [her] from all aspects of the coachs plaza as we do not wish to cause further distress nor create unnecessary issues for others enrolled in this group program.
  
  The best way for ************** to open a line of conversation, if that is something she is open to doing, is to reply to one of our emails, or email us directly at ********************************************* and we are happy to arrange a time to speak that fits her work schedule, as we have done many times before.
  Thank you for your consideration in this matter.
  
  Best regards,
  
  ***************************
  The Coach's Plaza
  *******************************
  ********** ** 76177
  
  APPENDIX A
  
  *************************** <********************************************>
  
  Thu, May 11, 2023 at 8:04 PM
  ****,
  
  
  We regret to inform you that per your program agreement, we have had to remove access to your programming due to loss of Member in Good Standing Status at The Coachs Plaza due to failure to communicate per the ****************** and your request to remove me from all aspects of the Coachs plaza. Please revisit your program agreement for additional details.
  
  Per your program agreement, we endeavor to provide you top quality coaching services, and require all program members to engage with Dream Team Members respectfully and with good faith, according to the ****************** in order to remain active in the program. This is to provide you with the best possible experience and support, and to allow you the opportunity for issue resolution in a productive and professional manner.
  
  Unfortunately, when a program member refuses to utilize approved program channels or engage in productive discussion, or to accept responsibility for completing program tasks on the agreed timelines of the program, it impedes our ability to respond effectively to participant requests.
  
  Further, when invited to participate in a conversation to resolve issues, if a participant refuses to engage in a conversation, we are not able to provide alternatives or address situations effectively.
  
  As a result of the above challenges, we have determined under the agreement that the ****************** has not been honored by you, which is a breach of your agreement, and therefore Member in Good Standing Status with The Coachs Plaza has been lost at this time.
  For clarity, this in no way voids the rest of your agreement. The rest of your obligations remain intact.
  
  To re-instate access, please reply to this email ********************************************** and we will arrange a time that's convenient to discuss your situation, respectfully, and work together to come to a resolution.
  
  Thank you for being a client, and we hope to hear from you soon, as it is our preference that a solution to this issue can be reached.
  To Your Continued Success,
  
  ***************************
  CEO, ******* Services 
  

  Customer Answer

  Date: 05/21/2023

  Complaint: 20072938
  
  I am rejecting this response because: When I signed up for the classes, I was informed I would receive the "Leap" program for free then pay for the "Level Up" program.  I do not understand where ****************** is coming up with 9 weeks of 12, unless she is counting the weeks that have progressed since I asked to leave the program.  I had completed the 1st 2 weeks of the "Level Up" program and was working on week 3.  She had allotted us 2 weeks for that step in the program.  I was still having problems by the time the next step had started.  I did ask for an extension at that time.  This is where the communication problems began. 

  Yes, ****************** has numerous outlets for giving help to her clients; however, not one of them fits with what I was struggling with.  From a personal email, she referred me to a support email address.  From support, ****************** expressed this was the wrong avenue and referred me to someone else, through the "Honey Store." and asked if I would like help.  After reviewing the **************************** based on the descriptions of each area in the "Honey Store", I still did not see an area I could go to with my problem.  I responded to ********************** offer of help in the email, and her response was the video.

  In her video, she does point out two other areas for help.  Both areas are via zoom and are during my normal working hours.  One is recorded, the other is not.  The one that is recorded,****************** puts the questions through a screening process before they are asked in the zoom room.  There is no guarantee my concerns will be answered. I did not utilize either of these areas for these reasons.

  That being said, my complaint is in regard to the video she sent in response to my struggles.  The transcripts do not reflect Ms.******** demeaning and patronizing intonation.  She states she has provided the link; however, it does not seem to work.  I recorded the video from my computer to my phone. However, I am unable at this moment to put it in a zip file to upload.  The video is a little over eight minutes.  I will continue to work with it.

  Ms. ******** contract describes in full what she expects as a member of good standing, however it does not have a description of what her conduct should be. I believe this was strategically written so that she may bully and harass her clients/students without repercussion. She then covers her rhetoric with saying Thank you for your understanding as I challenge you a bit in this video, it's a message I had to hear when I was in your shoes not so long ago, so please understand it is from a loving candor place.  (It is my belief; she knew her statements were disrespectful and excused them with this statement in the email.) ************ I have heard her say, Im just being blunt to also cover ** her rudeness. 

  ** response to this complaint, I see ****************** has highlighted the whole Article 18. Confidentiality section of the contract.  Im assuming she means I have breached a confidentiality barrier somewhere.  The only breach I am aware of is contacting the Better Business Bureau to report her behavior.  I believe I have this right, despite her contract.

  I also see she has highlighted all Article 19.Disputes.  I did not feel, nor do I still, comfortable with negotiating in good faith to settle such dispute after the video she sent me.  The bombardment of phone calls, messages and emails solidified my belief.

  While Ms. ******** response to my complaint appears to be very well articulated and professionally written, it does not take away the importance of how she communicated to me in the video.  It does not take away from the flurry of phone calls, messages and emails sent after I stated I was done.  Now adding in the breach of confidentiality because I am defending and standing up for myself.

  I reiterate Ms. ******** program has been educational and helpful in the marketing area; however, the harassment (gaslighting), I do not deserve.    Again, since I completed 2 weeks of Level Up and became stuck at the 3rd week/step, which is equivalent to 4 weeks, I am requesting a refund for the last 8 weeks of 12.  

  Thank you for your time and consideration,
  
  *******************

  Business Response

  Date: 06/05/2023

  ************** has outlined in detail how we have provided full service per the agreement she signed, and we have done full diligence in this matter to ensure her full understanding to the best of our ability to provide customer service and care which ************** is choosing to characterize as gaslighting and harassment in order to reverse a legally binding agreement she signed and heartily participated in, and took full advantage of until she determined she wanted to avoid final payment and conclusion of her obligations under our contract. 
  

  We remain open to resolution via phone call or email as discussed, however it remains up to *********** to protect the community standard, and given Ms. ****** refusal to engage in normal communication and her accusations and continuing escalation, we leave it up to her to decide if thats what she wishes to do.

  As for the accusations around gaslighting and harassment, we summarily reject that accusation. We have provided exemplary support to ************** in exceeding levels, and are frankly shocked at the lack of integrity we are seeing in this process. She is counting on us remaining in integrity, as we have been, to not call out the lies she is telling to secure cash. 
  

  That is not what this process is for. 
  

  If she needed the money, she shouldve just asked for it. Not made accusations about character or accused of gaslighting and smeared a business to get it. She filed this complaint one day before her final payment was due, and she had previously sent an email panicking about getting charged again which I had assured her we wouldnt do. 
  

  Again, we remain open to a normal call, to resolve this issue, up to and including a potential return of funds due to hardship if ************** is in need, but I am absolutely not issuing a refund on the basis of any wrongdoing on the part of our company and Im definitely not doing it because of a preposterous complaint about gaslighting or any other lie, because on principle, that is just not true. 
  

  No refund is eligible, and we have already fully responded to the situation. ************** is welcome to respond if shed like to discuss her needs as previously communicated. 
  

  Thank you,

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

  Customer Answer

  Date: 06/06/2023

  Complaint: 20072938
  
  I am rejecting this response because: of the continued lack of responsibility ****************** has taken with her bulling and demoralizing video along with the follow up calls and messages. It's obvious she continues to deflect from her responsibilities by twisting the truth.  I will again say she seems very intelligent in marketing. Teaching coaches in marketing is a unique niche and I'm sure very profitable. 

  Her clients, people who want to be coaches (in my opinion),in general have this deep craving to help others and are extremely insecure in themselves about how to move forward.  Maybe some of these clients/coaches have been or are going through some type of trauma and are wanting to learn how to take the survival skills they have learned and with ******'s help in marketing be able to share with others.  *********** people who are in a helping profession may be feeling insecure and vulnerable due to the enormous and very important goals they have set for themselves and, like many of us,carry a lot of baggage that holds us back.

  I have often ***************************, "I'm just being blunt" when she makes one of her demoralizing statements on her zoom meetings. I always wonder if she has someone picked out she is talking to in that fashion or if she is actually making a generalized statement . . . until I received the video.

  I now believe, ****** has her program set up as one, to lure people into her program with their obvious need for marketing in today's world, but two, by using her one-sided contract and client's insecurities, to keep them trapped in her world of dominancy.  In this fashion, she can belittle and demoralize her clients as we pay her.  

  I probably would have kept going in the program and the future programs she has created if it was not for how she continues to look down on everyone and makes excuses for her demeaning comments.  Thankfully, I have learned through real coaches how to stand up for myself and not lay down and lick my wounds and ask look for more abuse.  I have learned to set boundaries and not run towards the traps; ****** is obviously setting with continual offers for a phone call.  

  ********************, I am asking for a resolution to this conflict.  I stand by my original complaint of the bullying and harassment done by ****************************  I continue to state her program is educational when it comes to marketing; however, I did not agree to pay for her verbal abuse.  I wish to be refunded the remaining amount of the program as I discussed earlier. 

  My goal, I hope ****** learns to become more empathetic and less authoritarian.  If not, I hope others may read this and see they may learn a lot about marketing in the Coach's Plaza, but it will come at the expense of diminishing pride, lack of true understanding and unempathetic support.
  Best Regards,
  
  *******************