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Business Profile

Sales Lead Generation

Encephalon, Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Encephalon, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/22/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      On 9/29/2024, I paid $222.00 to Dr *** ******** Product Team (Encephalon, Inc) for the package of the Unlimited access to the Formula. (A series of studies on Meditation). I was able to access the free interviews, however, I was not able to get signed into the Formula. I have been going back and forth with this company trying to get the issue resolved. On 10/24/2024, it was sent to ***** to research the issue. (********* Unlimited Account Investigation). I received notification that it was received. On 11/3/2024, I requested a full refund as I have not received the product that I paid for. I have not even received a response from Asana. I also, have not received a response to my request for a refund and I have not received the refund. This is my only option to receive my refund.

      Business Response

      Date: 11/27/2024

      Hi,

      Please see the attached document , which is our official response to this complaint. Please reach out if you need any further details. Thank you.

      Customer Answer

      Date: 12/05/2024

      Please see the attached document below, showing I am still receiving the same error message.

      I am really tired of trying to get signed onto this website. I want a refund.

      Customer Answer

      Date: 12/12/2024

      Dear ******,

      We have finished processing your order:
      [Order #*****] (September 29, 2024)
      Product Quantity Price
      Special Edition Bundle
      One-Time Opportunity!:
      Add The Formula (+$ ******) 1 $222.00
      Subtotal: $222.00
      Payment method: Credit card / debit card
      Total: $222.00

      Business Response

      Date: 12/19/2024

      ****** placed an order with InnerScience which included complimentary access to The Formula Online Course through Encephalon's website, *****************. Our team responded to all messages sent my ****** and provided instructions on how she can access her Online Course along with manually testing her account on our end. When investigating further, it appears that her browser was pulling old cache and cookies which prevented her from logging in. We provided the troubleshooting steps for her to take however unfortunately after requesting numerous times, she has still not responded to clarify if she tried any and when we test on our end, everything continues to work as intended. We have followed up with InnerScience who called ****** and left a voicemail to contact them back in regard to receiving a refund and we will then revoke her access once the refund is issued. As of 12/19 Innerscience has not received a response from ****** in regard to the refund that she is requesting. InnerScience will continue checking for a response call from her so that we can move forward with issuing a refund due to the technical difficulties that her device was causing. ********************** will also keep an eye out for any updates from ****** and forward them to the company that she actually purchased from, InnerScience.

    • Initial Complaint

      Date:05/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 5/3/24 I purchased an online course through the website for ***********************. It worked until later that day when the website was down. When I logged into my account after the website came back up, my purchased course was gone. Sent an online request. Automated response said 2-4 business days to respond. On the fourth business day I received a notification that all was fixed and it should work. It didnt. After going back and forth for weeks, I am now not even receiving any response at all from the team. I have emailed numerous times as well as filled out their special form for this issue twice. I am fine with getting a refund and repurchasing the course. Or I would even try to have them apply the course to a new account with a different email if there is a problem with that. But no word and every time it takes at least 4 business days for any response. So it has now been ********************************************************** get my money back.

      Business Response

      Date: 06/13/2024

      ********* was sent troubleshooting tips from our team on May 17.

      ********* responded that she still could not access her purchased course.

      Our team sent the following message on June 3: Hi *********, We are so sorry for the inconvenience! The mass emails that were sent out due to the issues occurring misplaced responses. However, It appears that you had two accounts with the same email address, one account did not have any purchases (which I believe you were logging into). I have gone ahead and deleted this account as there were no purchases. We kindly ask to log out and re-login to your Dashboard here: **************************************** with the email address : ************************** Please let me know if you are able to access your purchase. Sending our love, Meztli.

      We have not heard back from ********* and she "Self-closed" the case with our customer care team. We assume that she was able to access. We have gone ahead and sent her a follow up today, to check in and see if she has had a chance to access her purchase.

      Customer Answer

      Date: 06/13/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:03/13/2024

      Type:Product Issues
      Status:
      Resolved
      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 just signed up for their ****** week long retreat. They don't answer their phone and when I write to them they respond with a generic response that says that the week long retreat has not been confirmed so they can't answer any questions about it. We'll, if I paid my money then the retreat is confirmed. Since they don't respond to any of my questions about the retreat I just paid for I want my money back. I have asked for my money back and only receive a generic message saying the retreat is not confirmed so they can't answer any questions. PLEASE REFUND MY MONEY.

      Business Response

      Date: 03/20/2024

      *************************** was refunded on March 14, 2024.

      **** did receive our auto-responder, letting her know that our **************** Team takes approx 2-4 business days to respond to emails.

      **** attempted to self cancel/refund from this event. However, our system cannot process refunds unless it has been at least 24 hours since the purchase was made.

      These details also exist in our cancellation policy, that **** agreed to.

      Since the refund was processed, it appears that this issue has been resolved. We appreciate ****'s patience and hope to see her at a future event with us.

       

      Customer Answer

      Date: 03/27/2024

      Yes, this has been resolved. I received a refund. Thanks

    • Initial Complaint

      Date:02/27/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 purchased meditation bundle consisting of supposedly 2 different meditations. I downloaded both to discover they exacted the same one no difference. I emailed them many times with no action except an auto reply request updated. I am sure ************************** will not tolerate this kind of service and I am not sure if he knows about his website support team.All I want is the correct meditation bundle that I have fully paid for is that too much to ask!Very disappointed and frustrated for their lack of response and action to resolve it

      Business Response

      Date: 03/07/2024

      The customer was responded to on March 1, 2024. We explained that the 2 products that she purchased, are different. We did explain the differences in the screenshot attached.

      Customer Answer

      Date: 03/07/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:01/05/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Dec. 5, 2023 I purchased a bundle of two online courses from Encephalon for $221. The following morning when I tried to access the content, I was not able to log into my account. Their system didn't recognize **** reached out to their support team and got some generic advice, but never received any direct help, and have never been able to access my account. (Email thread included with this complaint form documents our communications with each other.)After several attempts to access my account using their suggestions -- all unsuccessful -- I demanded a refund. I have not heard anything from them that indicates they will or will not issue such a refund.

      Customer Answer

      Date: 01/09/2024

      Encephalon, Inc. has fixed the problem that was keeping from logging into their system. So I now have access to the content I purchased.

      Therefore, I am withdrawing my request for a refund, and consider the matter closed.

      Thank you for your assistance!

      Business Response

      Date: 01/12/2024

      After continuous efforts, troubleshooting, to help **** access his purchase, our team noticed that **** had purchased his product using a different email address (typo). We let him know this and he has since gained access. See messages below.

       

      Hi ****,
       
      After taking a look into our system, we found a minor discrepancy in the email associated with your account and the email in which you are writing from and intended to use as the email log in. Therefore , this has created issues accessing the account and your purchase.
       
      The email in which the account is under is : ***************** (there is a missing 3 at the end)We have updated your account to the correct email address : ******************
       
      You should now have access to this account. Please login to your Dashboard here: **************************************** with the email address : ******************
       
      We apologize that this issue was not noticed earlier. Because we did not notice your accidental typo, our team did send your case over to our tech team for investigation. We will close this case with them, if you can confirm you are able to login successfully. 
      Please let me know asap if this does not resolve your issue.

      Kindly,
      *******
      **************** Manager

       

      ****'s response:

      Hello ******* & ******,


      Indeed, fixing my typo fixed the problem and I am able to access the content. Thank you.


      I'm sorry this took over a month plus a complaint to BBB to get this resolved. But it IS resolved. So I will contact BBB again and let them know they can close my complaint.


      Sincerely,
      Mark

      Customer Answer

      Date: 01/12/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a couple programs that aren't working. I have emailed several times about "Formula" program of videos, I could only access one video, and they have not answered my emails which has had plenty of time. There is no contact other than an email and they have not fixed the problem. On May 24 I bought "Formula" and "Meditations 2." After some time, they got 3 meditation videos working, but then I could not access "Formula" program of videos, and they aren't fixing the glitch, either not answering emails or sending me a generic answer that does not resolve the problem. the program is not in my account, it wants me to buy it again. I already paid for it, sent them a receipt, and they are not fixing it. What a frustrating program. Instead of healing you're frustrated by poor communication, or lack of, and not looking at the problem, almost if an overseas company is emailing me with generic answers that do not apply? Fix it please. It's locked up. I sent a receipt. I can't get an appropriate and applicable reply. They've had plenty of time. I'm hoping for a resolution to fix this.

      Customer Answer

      Date: 06/07/2023

      HI, it appears that the company has finally replied after 20 emails, and the video programs are available. Please **** my complaint as resolved. Thank you,
      ***************************

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      *** attempted to contact the company and have been basically informed they will not refund me. Ive not received any products and do not want to download an MP3 file, which is the only option theyve offered.

      Business Response

      Date: 03/16/2023

      Resolutions Specialist,

      We received this complaint dated February 27, 2023, via postal mail.  An order was placed by *********************** on February 19, 2023.  A refund request was made and granted on February 27, 2023 (the same day the BBB complaint was lodged).  I have attached proof from our Shopify account of the customers transactional history, including the refund.  

      Please note, that due to limitations with our website, we advised the customer that their current account will be disabled.  Unfortunately, we do not have the ability to remove a digital product from an account.  Therefore, we need to disable an account of a customer requesting a refund of a digital product.  

      Please reach out if you have any questions.

      Best, 

      ********

      Customer Answer

      Date: 03/17/2023

       
      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.

      Sincerely,

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

    Encephalon, Inc is NOT a BBB Accredited Business.

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