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:08/31/2023

  Type:Billing 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.

  On August 25, 2023, I provided documents explaining my situation in detail via email to BBB. These documents contain images, screenshots, text message communications, email communications, screenshots of of *********'s website prior to her updating it with terms/conditions, etc.

  Business Response

  Date: 09/28/2023

  
       The Clarity Collab was contacted by Ms. * via telephone on February 27, 2023, where she left a voicemail message. Shortly after, through text message, a (free) Clarity Discovery Session was booked for the following day (February 28, 2023) at 11 am. The phone call was conducted as scheduled. The phone call lasted approximately thirty-five minutes. After expressing why she was looking for a coach, hearing about the business, the coaching options available, and discovering about Coach *********; Ms. * decided to purchase a coaching package shortly after ending the phone call. On February 28th, 2023, she made a commitment to herself by requesting coaching services (choosing one of three packages offered) and we entered into a verbal contract/agreement. In the state of *********, Verbal Agreements are binding, especially when they can be completed within a year. These services were to be provided within one year or less. Ms. * was explained what the agreement included in full. Ms. * was of sound mind to make this decision and gave no indication otherwise. 
      Ms. * was explained that she was gifted a 10% discount as a referral from a family member of the Collab. That discount percentage was increased to 20% as a good-will gesture after the discovery session by Coach ******************* 
  

  Included in the purchase of the coaching package which Ms. * received, was the following: 
  24 Coaching Sessions (to be used within the next 12 months from purchase date)
  Daily Affirmations -Free *ift (via text) February 28, 2023
  FORTIFY Q2 ********* & *roup Coaching access May 8th, 2023
  Full Contracted Package Purchased:   $7,200.00  ($300.00 per session)
  24-session Coaching Package:  Order #********* via Discover card 
  Purchased by Client on 2/28/2023 12:01pm via Square online processing
  

  Coaching sessions used: 3/11, 3/15, 3/23, 5/3, 5/10, 6/9, 7/5
  ********* sessions: 5/9, 5/16, 5/23, 5/30, 6/6, 6/13, 6/20
  Meeting via phone: 7/13, 7/17 
  
      On May 26th, 2023, Ms. * sent a text asking about a partial refund due to financial issues. She went on to convey that she wanted to continue coaching with The Clarity Collab, however, due to financial issues she wanted her money back to disperse into other areas of her life and would pay session by session for the remainder of the package. When asked about a partial refund we discussed that as her coach she gifted me the responsibility to hold her accountable, to challenge her, and to help her problem-solve areas of her life she was challenged in. She agreed but was adamant that she needed the money back to deal with other issues that were very stressful and causing her harm. I eventually informed her that she made a commitment to herself and had the option to quit at any time. I reminded her that she came to me to help her with that commitment that she made to herself. 
  As the months went on, her reasons for wanting a partial refund changed as multiple options were given to her and she refused to accept them. It was conveyed that The Clarity Collab had a no-refund policy so that was not a possibility. There were many options given as listed. 
  
  Reasons for partial/full refund request & Options given to client:
  Issue: boyfriend issues so she would not be coming up to ********* to see him as often as she was initially (was offered the option for zoom sessions- May 2, 2023).
  Initial ask: partial refund requested for services not yet used with the option granted to pay session-by-session Ms. * advised that she did not want to quit coaching but was dealing with financial issues and wanted access to her money (May 26, 2023)
  Subsequent reason: her drive was too far and she didnt want to do zoom even though she does zoom calls with her own clients (was offered special extended sessions for in-person days such as 2 to 3 back-to-back sessions focused on specific work June 2023).
  Subsequent reason: financially challenged (was offered coaching in problem solving that challenge- July 2023).
  Subsequent reason: unforeseen medical procedure and bills conveyed they were very stressful & traumatizing (empathy and prayers offered July 2023). 
  Subsequent reason: income was too low and didnt want continued debt on credit cards, she needed to protect her credit and her future (this business was not aware of annual income at the time of taking on the client, not an onboarding question and was not offered by the client until this time-August 2023 ). 
  Subsequent reason: causing trauma due to previous bankruptcy filed (business was not aware of this, not an onboarding question, was not offered by the client until this time). 
  
      I should note that NOT ONCE did she complain of not being able to work with me, of me not being able to provide her with proper services, of me not being of good moral character, or of me not being good or proper fit for her, because if any of that was the case, I do have outside referral services that I could have referred her to and transferred the contract to them. It was not until after she was not getting what she wanted (which was a partial and then a full refund), that she started to complain of these things. 
  
      On August 2, 2023, we had a phone conversation: Ms. * was advised that she would be released as a client and a partial refund would be given, although, the details and numbers were not solidified yet and that Coach ********* would get back to her when that was done. 
  On August 10, 2023,  Ms. * requested a partial refund of $4,560.00, but stated that she preferred a full refund for all monies paid for the coaching package in full, via text. 
  
  Text from Ms. *: 
  Hi *********, not sure if you saw my message last Wednesday, but Id like to know when youd be able to get details together refund my account? The problem is that it is hitting my credit every month for a high debt to income ratio. I would like to provide ***** and give you 30 days to refund/credit my discover card (as with any medical/counseling facility, refunds are mostly immediate), or else I will have to go another route to protect my credit in the interest of my future. 
  $5760 paid originally for *********** (5760/24=$240 per session). We did 5 sessions together, so 19 sessions * 240$/session would leave us with $4560 refund. 
  In reality, a full refund would be in consideration due to harm endured, But, I'll only require what I did not use to make sure I'm accountable before *od. Thank you for your help and consideration in this. I really feel like this needs to be taken care of and moved forward. I was and am willing to work together to take care of this, but it puts unfair pressure and a disadvantage  on my future at this point and it isn't right.
  
  Text Response to her: 
  name" - Dear,
  It really does sound like youre stuck. I am so sorry to hear that you are experiencing this.  As with any coaching agreement/contract, I would like to remind you, that you can quit at any time, but the payment for the rest of the package has been made as a commitment. This is still under verbal contract & due.  Ultimately, You made a commitment to yourself and You came to me to assist you.  
  That being said I have made the commitment to refund a portion of your payment back to you, and release you as a customer, because I do feel that due to the irreparable breakdown in our relationship we will not be able to effectively work together at this point.  As I told you, I am working on drafting a release for you and my contract drafter has been on vacation.  I will be following up with her today in hopes of getting it to you as soon as possible, but I will advise you that the numbers you have given in the prior text do not account for the discount I provided you nor have they provided for the early cancellation fee. I will follow up with you beginning of next week.
  
      Although, the policy of The Clarity Collab is not to offer refunds on coaching packages, I opted to offer her a partial refund based on the circumstances. As listed above, the initial ask and multiple subsequent requests came with differing reasons along with an increasing intensity lacking personal responsibility indicating this coaching client, Ms. *, was no longer aligned with the mission of The Clarity Collab. It was clear that the work that needed to be done to achieve the desired outcome was no longer possible and the decision to release her as a client was made. At this point, a contract was emailed to her indicating the following information. It was sent on August 18, 2023, and would expire on September 1, 2023, she was reasonably asked, if in agreement to sign with a notary and return. 
  
  The email and letter: 
  From: Coach ********* <*****************************************************************;
  Subject: ****************** - Early Termination Agreement Paperwork
  Date: August 18, 2023 at 11:44:43 CDT
  To: *********************
  Cc: ************************************************ <*****************************************************************;
  
      It is with regret, although by your request, that we are releasing you as a coaching client as we understand that you no longer wish to continue with the Coaching Package Commitment you originally made. Although normally, refunds are not made, we wish you all the best in your continued healing and personal growth journey and officially release you as a current client. Please let us know if there is anything else we can do to support you at this time. 
      The document attached is for your review and signature. If you see that the information is satisfactory, then please sign the document with a notary and return via mail to the address listed below. Address: The Clarity Collab -- ***************************** ***************************************  Ste 206 
  **********, **  53146 
      The information within the attached document will be valid for 14 days, until end of the working day September 1, 2023. Please reply via text ************ or via email to advise that you received this email and also advise when the document is sent back for tracking purposes.  Thank you. 
  
  Early Termination of Coaching Contract and Release of Client/Claims
  Coaching Company: The Clarity Collab, LLC represented here by **********************************, on this date, August 18, 2023, agrees to issue a partial refund of $3,030.48 to Client, ******************, in exchange for Clients agreement and understanding to:
  (Client: Initial lines below labeled a-e)
  ______a) void the Package Contract with above-named Company immediately;
  ______b) waive any and all rights to work with above-named Company in any future capacity; 
  ______c) waive, release, and hold above-named Company harmless against all known and unknown claims, demands, damages, attorney fees, and other costs; 
  ______d) waive any and all rights to suits, actions, claims with any agencies or other third parties, or against above-named. Companys bond in this matter; and 
  ______e) not to disparage, defame, or vilify the above-named Company to any other person, agency, reporting agency, on social media or any other third party regarding this matter. Any report of this will result in legal action for defamation and/or slander.
  
  BREAKDOWN
  Package:
  Full Contracted Package Purchased:   $7,200.00  ($300.00 per session).
  24-session Coaching Package:  Order #********* via Discover (5923).
  Purchased by Client on 2/28/2023 12:01pm via Square online processing. 
  

  Deductions:
  Discount: $1,440.00 20% of total price $7,200.
  Total paid: $5,760.00
  Used Sessions: $1,500.00 $300.00 x 5 sessions completed. 
  Q3 ********* fee $47.00
  One-time Package Early Cancellation fee $350.00
  Per-Session Cancellation fee  $570.00 10% of each session (19 unused x 30 = $570)
  Original Squarespace fee $167.34 (Credit card processing fee)
  Total Deductions: $3,125.66
  Less future Squarespace Refund processing Fees: -$95.18
  Total Refund: $3,030.48
  
  Refund will be issued electronically within 21 business days or by certified check within 30 business days of receiving the signed Early Termination of Coaching Contract and Release of Client/Claims.
  
  I, ******************, warrant that I am signing this document freely and willingly.
  I warrant that I acknowledge and accept all terms and conditions set forth on page 1.
  I, ******************, warrant and acknowledge that I am not under the influence of an illegal substance or alcohol at the time of signing this document, and am of clear and sound mind to do so.
  
  Date: __________   Client Signature: ________________________________
  
  Notary:
  Subscribed and sworn to before me  This _____ day of _____________, 2023.
  Notary Public, _____________________State of ********* or State of ********
  My commission expires: ______________
  
  ____________________________________________________________________________
  
  
      Ms. * did not reply via text on two occasions when asked to confirm her email address.She did not reply via text when asked if she received the email. She did reply to the email 5 days later on August 23rd, 2023.

  Here is her email reply: 
  
  Hi *********, Thank you for your response.  In response to your email/contract, I will state the following:
  1. I was given no verbal and/or written contract initially and/or upon purchasing a coaching package. Neither did your website have any of these terms (at the time, I dont know if it has been updated now to reflect a change to cover tracks however I have proof). There were no stipulations given as to refunds and/or cancellations. If you disagree with this, please provide dated proof as to how and when this was delivered to me.
  2. I waive all rights to work with your company on an integrity basis, as I also notice you faxed Discover card stating that you had a no refund policy in your contract, but there was no contract given to me. This is very deceitful. What is hidden in the dark will be brought to light not a threat but the truth of *ods word noted here. None of this was stated to me. If you believe it was stated to me, please provide proof that a contract was provided to me. 
  3. I do not hold you harmless against trauma you have caused and continue to cause with deceitful and seemingly self-motivated practices. 
  4. I do not waive any rights (d).
  5. Truth is a defense to defamation (e). 
  6. 
  
  It is interesting that contracts are now in place to protect against further damages after great harm has been caused to me; furthermore, monies that are rightfully mine (since we did not complete *********** only 19) will only be refunded should I agree to be silent regarding your deceitful and wrongful practices, and trauma caused. Only those who have done wrong require others to be silent to hide their sins. I will not be silent. 
  
  Please review these items and also the charges that were put on thus contract. ********* fees? You did not say/note that book club was free only if working with a coaching agreement. I would not have attended book club had I known there was a fee. Also, a credit card processing fee? I was not told of this, nor was I told one would be so high. All of this is absolutely, nonsense heartbreaking and not Christlike and coming from someone who asserts themselves as a Christian ******* I would never act this way as it is completely unbecoming of a woman or a Christian ****** This is disgusting behavior and when the opportunity arises, as I am running for senate, this has given me an amazing testimony. I am not signing this contract as is, and I am requesting a refund of $4560. Because you did not make me aware of all of these fees in any sense, and nor was there a contract, for integritys sake, you owe me every ***** back of the $4560 that is mine without contractual statements that remove your accountability. 
  
  You are unjustly enriching yourself and engaging in deceptive practices. It isnt right before *od and as a pastor, I urge you to do whats right before you have to face Him for it. Im not mad at you, but I am disgusted with this behavior as a sister in ******. Especially in presenting yourself as telling the truth and having contracts, but you had none of these things and youre lying. Youre making up charges out of thin air. You said you didnt have the money to pay me back even if you wanted to but youre setting up trips for your business to go to *****. You charged me over 15% of my yearly income to come see you instead of telling me I dont make enough to see you like any Person looking out for the welfare of another should have (I.e., dont see people who make under a certain amount of money). The first time you stated to me that you dont give refunds was in May. You have been maneuvering your way around the truth (e.g., to Discover card when did you verbally and or in writing day you dont give refunds upon purchase to me?, please provide proof it was delivered to me or on your website on that date) and its disturbing that youre trying to lead people before ****** when you act in such ways you should really take *od out of it when character is not such that you should be leading anyone in ******. When people are doing wrong, they dont like to be called out especially when they have an image to uphold, and they act in ways like youre acting now trying to punish me (financially) for telling the truth and calling you out. Adding nonsense charges and withholding funds after realizing you couldnt legally keep all of my money, you add fees and hold monies stranded. But what you should really be doing is repenting. Im praying for you and your family and wish you well. 
  Thank you for your time,    "name" SJ.* 

  ------------------------------------------------------------------
  
      For transparency, the Refund Policy at The Clarity Collab was not in writing, accessible easily or listed on the website at the time that Ms. * purchased a package nor did she request the information at the time of onboarding. I have not and do not deny or dispute that. I believed, in my naivety, that the process of vetting out clients was sufficient to enter into a professional verbal agreement with another adult since people seek out the services of The Clarity Collab for dealing with stress, trauma, & challenges and seek to find clarity. I learned, as a new business owner and through this process, that a written statement clarifies all agreements between the business and clients and has been part of the process moving forward with all new clients. The information was implemented and available to be seen on the scheduling software and the website after this request was made by Ms. **** have never said otherwise and have ultimately learned a ******* I also do not believe that this negates the depth and reality of a binding verbal agreement that comes with the purchase of a coaching package and the expectations that go along with that. 
              While I had hoped and intended to assist and support Ms. * in moving forward in her life, I do not believe that I am able to continue to support her due to the irreparable breakdown in our working relationship. Throughout the last five months, Ive endured continued harassment, insulting communications, and slander by Ms. *. I have invested over fifteen (15) additional hours of time and energy on top of the seven (7) coaching sessions already invested in Ms. *. She is now attempting to damage my business and my reputation due to her own irresponsibility and choice to now withdraw from her commitment to herself. 

              At this time, I am requesting to walk away from this client, as she is continuing to do irreparable harm to my business with these harassing messages and complaints. I talked with her multiple times to find a solution. I attempted to offer a reasonable partial refund. I went above and beyond my normal policy to find a resolution, none of which were considered by Ms. ** At this point she is now costing me money and time, and if this continues I will be considering legal action myself to cease this behavior. 
  
       With all coaching, the goal is to identify barriers, create solutions, and initiate action to achieve the goal. It is our hope that Ms. * finds the continued support and help that she needs to effectively create the life she wants. 
  
  Thank you for your time and efforts in resolving this matter.
  

  Coach *********

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear in the attachment.
  
  Regards,
  
  ***************************