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Legacy Publishing Company

Phone: (207) 856-5600 Fax: (207) 856-6873 10 Speirs Street, Westbrook, ME 04092 http://www.empoweringparents.com View Additional Web Addresses


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Description

Legacy Publishing Company creates and sells educational and self enhancement products and services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Legacy Publishing Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Legacy Publishing Company include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 52 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews are not used in the calculation of the BBB Rating

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

52 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 25
Billing/Collection Issues 13
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 11
Total Closed Complaints 52

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Legacy Publishing Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 10
Total Customer Reviews 10

Additional Information

BBB file opened: January 01, 2004 Business started: 01/01/2004 in ME Business incorporated 03/25/2004 in ME
Type of Entity

Corporation

Business Management
Ms. Amanda Gregoire, Customer Service Team Leader
Contact Information
Customer Contact: Ms. Amanda Gregoire, Customer Service Team Leader
Number of Employees

175

Business Category

BEHAVIORAL EDUCATION SERVICES CONSUMER PRODUCTS All Other Publishers (NAICS: 511199)


Customer Review Rating plus BBB Rating Summary

Legacy Publishing Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 10 Speirs Street

    Westbrook, ME 04092 (207) 856-5600

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was suppose to receive a refund from this company. I received part of my refund via a deposit thru my credit card. I called the company asking when I might receive the remainder of the refund and the gentalmen told me it was sent out on on Aug. 21st and that the check should be to me in no more than 6 to 7 days. After that time I called ack to tell them I have not received the check yet. The same man answered my call but this time he told me the check was send out on the 27th of Aug. And that I shuld wait another 6 to 7 days. I called them on Sept. 10th and explained to yet another peron the situation and she said she was going to contact management via email to find out were this check was. Today is Sept. 11th I called again this time asking if I could speak to a manager. I was told that the only way she could contact them was thru email. And that it would take 2 days to get a response. I am very frustrated at this point. I feel like the refund that I was suppose to get is imaginary. I have also asked if they could transfer the refund to my bank account and they told me that was not possiable. A side note is that I was late on one of the 3 payments I was suppose to make and they were calling the very next day. Why is it that they can hound me for there payment but I can't seem to get a straight answer out of them.

Desired Settlement: All that I want is for the company to get me my refund and for others to know that dealing with this company should beware.

Business Response: We contacted and spoke with the consumer on September 11, 2015 and received the necessary information to process a credit directly to her credit card. This has been resolved. 

4/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I agreed to complete a survey and have the price of the total transformation system refunded except for the shipping and handling. I had 180 days to complete the survey and return via traceable mail, which I did. For months I had not been checking my credit card statements but checked to see if the refund had been processed when I noticed that Legacy Publishing was charging me an additional $49. per month for services that I did not request nor use. I called them and spoke to a rep and explained their mistake and she refused to refund a total of 7 times $49 ($343.). I called my credit card company and they advised me to contact the BBB for assistance with the over charge. I agreed to receive the program, review it and complete a survey which I did. I did not agree to the additional features and charges. I am a mother of four, living on one income, I would remember agreeing to spend $343. that's a lot of money to me. I feel they are trying to scam me. I appreciate your help.

Desired Settlement: My desired outcome is to receive a refund for the $343. dollars charged to my credit card without my knowledge or agreement.

Business Response: At the time of order, the terms for the Parental Support Service were provided with the option for the consumer to accept or decline this service. The terms of the service are explained clearly on the website at the time of order. These terms state on the website that “Your first 30 days of Full Access is only $1.00, billed to the same credit card you used to purchase the Total Transformation Program. Ongoing access is just $49.00 a month, automatically billed to your credit card each month. Remember, you may discontinue your Parental Support Line access at any time simply by calling our customer service center at **************.” The $1.00 trial fee pays for 30 days of access, starting the date of delivery. If no call is made within the first 30 days, the Parental Support Service begins billing at $49.00 per month, whether the service is used or not, until a request is made by the consumer to cancel the service. Also, included with each shipment, is a full page insert that, again, reiterates all of these terms. The consumer called Customer Service and requested to cancel the Parental Support Service on November 5, 2014, the final charge for the service was on October 10, 2014. As a courtesy, this charge was refunded on November 5, 2014 when the service was cancelled.  The first charge for the service was on May 8, 2014, the consumer was also charged on June 8, 2014, July 9, 2014, August 9, 2014, September 9, 2014 and October 10, 2014. As stated previously, the October charge was refunded on November 5, 2014. Although our records indicate the consumer opted for this service when placing the order on our website we have issued a full refund for the remaining Parental Support Service charges for a total of $246.00 and consider this final resolution on the account. We ask the consumer please allow 3-10 business days for the credit to post to her account. If the consumer has any further questions or concerns she may contact our Customer Service department at **************, Monday through Friday, 9:00am-5:00pm EST.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ***************

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company offers a money back guarantee in exchange for completed feedback survey. Once you submit the survey the company offers no assistance or status of the survey. Based off my experience they wait until the alloted time period laps so they are no longer required to refund you the program fee. I paid $347, and had no idea what was the status of my refund for the completed survey I submited over a month ago. Furthermore, they do not notify you they have held your funds and for the specific reason. This is completely illegal!

Desired Settlement: Refund

Business Response: We’re sorry that this customer has had an unsatisfactory experience with us. Clear communication with our customers is as important to us as helping them to achieve a better relationship with their children. We have contacted the customer to ensure a satisfactory solution.The offer the customer refers to is the Total Transformation feedback offer. This offer allows the consumer to use the program and receive a full product price refund upon completion of their results-oriented feedback survey. When the completed feedback survey is received, the customer is issued the refund and can keep the program. We do send out status emails acknowledging the receipt of surveys. Due to a systems error, this customer did not receive her status email. We apologize for the confusion and have issued a full product price refund. We have contacted her by phone and email to let her know the refund has been processed. We hope that the customer has benefitted from using The Total Transformation Program with her child and that it will continue to help her family.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *******

1/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The advertisement states "Pay only shipping and handling" and yet after paying the shipping and handling received charges for "1st of 3" charges at $109.00 and a $28.92 service charge.

Desired Settlement: This is a school district that was trying to help a family. The program cost way more than the district can afford all that we want to do is return the program and not be charged for it. Shipping and handling charges are okay.

Business Response: We apologize for the misunderstanding and any confusion our website promotion may have caused when the consumer ordered The Total Transformation Program. Our website states that the consumer needs to pay only shipping now. It goes on to explain that in 30 days, we’ll bill the first of three refundable monthly payments of $109 plus any applicable sales tax. The payments are refunded when the consumer completes and returns the feedback survey that is enclosed with the program.We regret that the consumer isn’t satisfied, and it is very important to us that the family for whom the consumer purchased the program still gets the help they need. For this reason, we have contacted the consumer and advised him to keep Total Transformation. As a courtesy, we will refund any payments made, minus shipping and processing, and we will cancel any outstanding payments. If the consumer has any questions moving forward, we ask him to call our Customer Support Team, M-F from 8:30am-5pm.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

12/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document
Click Here to Get the File
https://odrcomplaint.bbb.org/bureaus/files/complaints1032642410326424a_20141201153938.pdf

Desired Settlement: see Attached document

Business Response: We regret that our program did not meet the consumer’s expectations and that we could not help her with her young grandchildren.  We do find that many of our customers are successful in using the program with young children, but we understand that every family is different. We hope that the techniques the consumer learned will help her with her grandchildren as they grow, and we encourage her to keep using the tools in the program.  
 
The intent of our Feedback Survey Promotion is to gain a better understanding of what is, and what is not, beneficial for parents by asking for their candid feedback on the program. If a technique does not apply due to age, we ask the consumer to simply state why it is not applicable. As a courtesy, we have spoken with this consumer and issued a full refund of the program price. If the consumer has any further questions, we ask that she please call our Customer Support Department directly at **************, Monday through Friday, 8:30-5:00PM eastern time. We’ll be happy to help her.

10/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have returned all material and requested a refund and have gotten none. I live month to month and this company has my money $119.00.Money was charged after I called for cancellation of services.

Desired Settlement: Refund my 119.00.

Business Response: According to our records, Mr. ****** was given return authorization on September 15, 2014. On September 22, 2014, his return was received and processed. A refund of $124.00 was initiated at that time. We ask that Mr. ****** allow 3-10 business days for his financial institution to post the credit to his account. We consider this complaint resolved and ask if Mr. ****** has any further questions to please call us at **************, Monday through Friday, 8:30am-5:00pm EST for further assistance.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ******

8/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a program from the said company. When I spoke to the sales rep, I was assured I was only going to be charged 3 installments of $119 plus shipping. My wife just informed me we have been getting a recurring charge of $59 each month, (Feb-July). I called the company to let them know of the unauthorized charges. I told the rep I SPECIFICALLY did not want any "extra" plans, helplines, services, etc. She assured me of no extra charges. I was then told they recorded me saying I wanted the extra service at the time of purchase. I want (and am entitled) to a refund of $295. By the way, the program is a joke. I was also told I would be refunded the full amount of the purchase if I returned a ridiculously long survey within 6 months. I can not fill out a survey to program that is as weak in quality as this one.

Desired Settlement: Refund to credit card of $295.00 ($59.00 x 5 months)

Business Response: We regret that the consumer is dissatisfied with our program and with our service. We want to help and have reached out to him to offer assistance.
 
Our records show that the consumer ordered the Total Transformation Program on January 27, 2014 under our feedback survey promotion. As part of this offer, he had six months to use the program and complete the results-based survey that was enclosed  in order to receive a full product price refund. As the consumer stated, he was unable to complete the survey and send it back to us. At the time of purchase, the consumer was offered access to our Parental Support Line. The service was offered to him for the first month for $5, then $59 per month if he wished to continue. Consumers are under no obligation to continue with the service and may cancel at any time by calling our Customer Service team. All of our sales calls are recorded for quality assurance. In this call, the Sales Specialist read all of the terms of all offers as required by our company policy and asked the consumer to reply in the affirmative if he agreed, which he did to each statement of terms. An acknowledgement of his purchase of the Parental Support Line was enclosed with his program, including the number to call if he wished to cancel.
 
Ultimately, we want our customer to be satisfied and to be able to achieve progress with his child. We have contacted the consumer regarding his concern. If he needs further assistance, our Customer Service team will be happy to help him.

7/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The package Legacy offered was suppose to help me with my 22 year old son after talking to the representative. After I studied the package It appears to be tailored for Elementary to High School and not for my young adult's issues. I called Legacy in order to inform them that I was not satisied with the package and want to return the program and not be charged. I was told I could not return.

Desired Settlement: I would like to return the package and stop receiving phone calls for payment.

Business Response: We work with many parents who are facing challenges with their young adult children. The Total Transformation Program is designed to help parents of both younger children and emerging adults. We’re sorry that our program did not meet the consumer’s needs with her son. It is our hope that we can help every parent who reaches out to us.
 
According to our records, the consumer purchased the program on 10/12/13 as part of our feedback survey offer. The terms of the offer specify that customers receive a full refund of the product price upon completion of the survey that is enclosed with the program. The survey asks customers to explain what did and did not work for them when they used the program with their child. We would be very interested to read this customer’s survey feedback with regard to why the program did not met her expectations, as it would help us to improve the customer experience for parents of young adult children. Based on her date of purchase, the consumer had until 4/28/14 to complete the survey and be eligible for her refund. The terms of the offer are detailed on a full-page insert that is also enclosed with the program. Our records show that the consumer did not send in her completed survey and has not made any payments on the program to date beyond the non-refundable shipping handling fee of $19.
 
We’d like the consumer to know that our Customer Service department is here to answer any further questions and be of assistance. She can reach us Monday through Friday from 8:30am-5pm eastern time at 1-800-460-2235.

7/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just discovered this business had been charging me $49.95 every other month. I don't know how long this had been going on. I NEVER EVER agreed, verbally or otherwise, to ANY kind of recurring or ongoing fees. I demand an immediate refund of all recurring fees assessed or I will be seeking punitive damages in a court of law. This is ridiculous. I can't believe this business is asked to continue to falsely advertise their product on this manner, and I can't believe this kind of scam artist behavior hasn't been the subject of a class action law suit.

Desired Settlement: Immediate refund of all previously billed recurring fees

Business Response: Per the consumer the complaint has been resolved. 

6/11/2014 Problems with Product/Service
4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In doing my year end taxes I noticed that I was charged $49/mo since April 2013 on my credit card, I have four other recurring charges on that card and did not notice this fifth charge until my year end summary showed $790 going to Legacy Publishing! The program I signed up for was $349 in total, it is overpriced and realistically can be acquired in book form for a fractiion of the $349, but I in good faith signed up for the ***** ************** ******* and expected to pay the $349.( I have no problem with that charge). Legacy at the time of my signing up for the ***** ************** *******, offered a free one month counseling service that requires an acceptance or rejection after the first thirty days. I have learned this by researching the on line complaints against Legacy. Including the BBB website. Legacy takes advantage of people at a vulnerable time in their life and offers the service with a passive renewal trigger, you have to accept the continuation of the service or reject the continuation of the service . If you do niether it automatically renews at $49/mo until you cancel the service. That is wrong! I use my card in my business and charge a substantial amount and the $49/ mo slipped my attention until I was able to decipher what it was for, at tax time. I did not want the paid service, I did not use it and did not know I had it. It is beyond my comprehension how in this day and age they are able to get away with this passive renewal method. I stopped the automatic withdrawal with my card co. I contacted Legacy and requested a full refund and they stated "you had access to the program , you should have checked your chrages",the best they offered is two mos returned. My total charges for the program I did not want or use is 12 months totalling $588 . A $98 refund is unacceptable! I have never used the service they provided!

Desired Settlement: I wish to be refunded the entire amount, not just the two months they offered, the passive renewal trigger they use is deceptive and should be disciontinued.

Business Response:

According to our records, on March 15, 2013, the consumer called our Customer Engagement Center and placed an order for the ***** ************** ******* and access to our Parental Support Service. 

 

The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue.

 

According to UPS tracking number, ******************, the consumer’s shipment was delivered on March 20, 2013, starting the consumer’s 30-day trial for the Parental Support Service. The 30-day trial ended on April 19, 2013. The first $49.00 monthly Support Service fee was billed on April 25, 2013.

 

On April 1, 2014, we received and processed five disputes from the consumer’s financial institution for $49.00 each. Due to the disputes, the Parental Support Service was cancelled. The last charge for the service billed on March 3, 2014.

 

On April 2, 2014, the consumer called our Customer Service Department to request to cancel the Parental Support Service. The Customer Service representative advised the consumer the service had been cancelled due to disputes received from his financial institution. The consumer requested a full refund for the Parental Support Service, stating he never used the service. The representative advised the consumer that the service is based on access and not usage and therefore no refund was due. The consumer expressed that he never agreed to the service and felt he had been taken advantage of. The representative, as a customer courtesy, issued a refund for two $49.00 monthly access fees.

 

As part of our normal procedure, our Quality Assurance Department reviewed the consumer’s original sales call from March 15, 2013 for compliance. After review, the Quality Assurance Department found that the terms for the Parental Support Service were explained properly and clearly by the Sales Specialist and agreed to by the consumer. This said, we would be more than happy to provide the consumer with a copy of the original March 15, 2013 sales call.

 

Lastly, in addition to the terms being clearly stated, explained, and agreed to on the sales call, these terms were also reiterated in a full-page letter that was included with the consumer’s shipment.  This letter serves as a reminder that consumers have signed up for the service, it encourages consumers to use the service, and it conveniently includes the Customer Service telephone number with business hours for consumers to call if they wish to cancel the service.  We would also like to add that our company name, along with the Customer Service telephone number also appears on the consumer’s monthly credit card/bank statement.

 

Due to the fact that the ***** ************** ******* Parental Support Service is a service based on access rather than usage, no refund is due. 

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Legacy Publishing advertised an offer online for a parenting program called ***** **************. You could get this program for free, less the shipping and handling, simply by doing the program and filling out a survey within 180 days. The survey only had to be completed and postmarked by the deadline - in this case that was March 4, 2014. I took them up on their offer, completed the entire survey, to a point where I didn't even have enough space in some places, and returned it to Legacy Publishing postmarked March 4, 2014. Now they are telling me my survey was incomplete and no longer eligible for a refund. I feel this offer was a scam the whole time and they never intended to refund my $300.

Desired Settlement: I would like my $300 refunded.

Business Response:

According to our records, on August 20, 2013, the consumer placed an order on our website for the ***** ************** program Feedback Survey promotion and access to our Parental Support Line.

 

Under the ***** ************** Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. After 30 days, the program is billed in three monthly installments of $109.00 each. Consumers are eligible for a product-price refund in exchange for a complete results-based Feedback Survey. Consumers have 180 days, starting at the date of delivery, to complete and postmark the survey, and they get to keep the program.

 

The terms of the ***** ************** Program Feedback Survey Offer are clearly explained on our website at the time of order. On the website, the terms of the offer are presented in steps:

Ø  Step One explains that consumers “Pay only $19 now for shipping and handling. Then in 30 days, we’ll bill you the first of 3 refundable* monthly payments of $109 plus any applicable sales tax.”

Ø  Step Two advises consumers to “Then just mail in your completed feedback survey within 180 days from the delivery date. As you go through the 9 lessons of the programs, you’ll be able to complete your feedback survey in about 30 minutes per lesson while learning the parenting skills you need. In order to consider the survey complete, all you’ll need to do is answer every question. The survey helps cement the lessons learned – creating the best possible learning experience.”

Ø  The final step, Step Three, explains that “*We’ll give you a full refund of the product purchase price, excluding the $19 s+h. You keep the program.” These terms are clearly provided above the boxes to enter billing and shipping information.

According to UPS tracking for the consumer’s shipment, their package was delivered on September 4, 2013, starting the consumer’s 180-day survey period.

 

On February 28, 2014, the consumer called our Customer Service Department to inquire about the Feedback Survey, as he was concerned he was missing the last page of the Feedback Survey. The Customer Service representative confirmed that the consumer was missing pages 31 and 32 and advised the consumer that we would email a copy of the survey to the consumer’s email address on file.

 

On March 3, 2014, the consumer was emailed a PDF copy of the Feedback Survey.

 

The consumer’s completed Feedback Survey was received and processed on March 12, 2014. However, during review, it was determined that pages 31 and 32 were missing from the consumer’s Feedback Survey. Due to the survey being received incomplete, no refund was issued for the ***** ************** Program.

 

The consumer had until March 4, 2014 to fully complete and return the entire Feedback Survey. Due to the consumer’s 180-day survey period being expired, the consumer is no longer eligible to return the missing pages and receive a refund for the ***** ************** Program.

4/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Legacy Publishing was selling me the Total Transformation parenting curriculum by phone. At the end of a lengthy phone call, which I tried multiple times to end, the representative pushed one more additional service. I was told for $5 I would have access to phone assistance. I did not want this service, but agreed just to hurry and end the conversation, as I was running late for an event by this point. I had not been monitoring my credit card statements carefully the following several months due to health and family issues becoming overwhelming. Come to find out Legacy Publishing had been charging me $59/ month for this service which I never once utilized. I contacted them, however they informed me that I agreed to it and nothing can be done.

Desired Settlement: $425 credit to my credit card.

Business Response: According to our records, on April 21, 2013, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program and our Parental Support Service.  The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $5.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $59.00 per month, billed to the same card they used to placed their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the consumer’s shipment. The consumer called our Customer Service department on February 21, 2014 to inquire about the $59.00 monthly charges on her statement that she did not recognize. The Customer Service representative advised the consumer that the charges were for the Parental Support Service and reiterated the terms of the service. The consumer requested to cancel the service and requested a full refund for all of the charges for the Parental Support Service. The representative advised the consumer that no refund was due, as the fee is based on access and not usage.  The consumer called Customer Service again on February 21, 2014 to request a refund for the Parental Support Service. The Customer Service representative reiterated the terms for the Parental Support Service and advised the consumer that due to the fact the monthly fee is based on access, not refund was due. The consumer again requested a full refund. As a customer courtesy, the representative issued a refund for two monthly access fees of $59.00 each. Additionally, the representative advised the consumer that she would submit a request to our Quality Assurance Department to review the consumer’s original sales call to verify that the terms and conditions for the Parental Support Service were explained properly and agreed to at the time of sale. Our Quality Assurance Department reviewed the consumer’s original Sales call  from April 21, 2013 for compliance. After review, the Quality Assurance Department found that the terms for the Parental Support Service were explained properly and clearly by the Sales Agent and agreed to by the consumer. The results of the review were emailed to the consumer on February 26, 2014. The consumer called Customer Service, on April 8, 2014, to verify that she was sent the results of the review by our Quality Assurance Department. The Customer Service representative advised the consumer that they were sent on February 26, 2014.  Our Customer Service representative advised the consumer that we would re-send the results. The consumer called again on April 8, 2014, after receiving the results from our Quality Assurance Department and continued to dispute the remaining charges for Parental Support Service. The Customer Service representative explained that no further refund was due for the Parental Support Service. The consumer became upset and stated she would submit a complaint with the Better Business Bureau. In response to the consumer’s claim that the Sales Specialist was pushy and would not allow the consumer off the call, we apologize that the consumer feels that she was pressured into purchasing our products.  Pressuring consumers into purchasing our products is not our practice or goal at Legacy Publishing Company.   This said, based on the consumer’s claim of being pressured into purchasing, we requested a second review of the original April 21, 2013 sales call.   Results from our Quality Assurance Department determined that the Sales Specialist never used any high pressure sales tactics during the call.  The agent clearly and properly explained all product billings and terms.  The Quality Assurance Department also determined that not only were these terms accepted and agreed to by the consumer’s husband, but there was never any hesitation from her husband when it came to accepting any of the offers.    All terms for the Parental Support Service were explained clearly, and agreed to by the consumer, at the time of sale. These terms were also reiterated on a full page letter that was included with their shipment. This letter also encourages consumers to use the service and conveniently includes the Customer Service telephone number with business hours for consumers to call if they wish to cancel the service. We would also like to add that our company name, along with the Customer Service telephone number, appears on the consumer’s monthly credit card/bank statement. Due to the fact that the Total Transformation Program Parental Support Service is a service based on access rather than usage, no further refund is due. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Of course Legacy Publishing will judge themselves innocent when reviewing the phone call. Not only did I attempt to end the call politely multiple times, but I also have evidence now of their lies. Their statement that my husband approved is complete falsehood, as I have no husband and have not for 7 years. I am divorced and to this day I have never mentioned this program to him. It is very disappointing that this company, who claims to want to assist families, actually preys upon their vulnerabilities. The company claims to offer a "free program", however have cleverly schemed to make their money off of the bait and switch routine with the phone assistance access charge. The extremely lengthy phone call when ordering leaves customers dazed and focused on one thing...ending the call. I remember being offered the access line for $5. If I actually even agreed to more it was unintentional as I was also speaking with my children at the time as we were all anxious to end the call, which had now made us late for church. As far as the lie about my husband approving, shall I produce divorce papers? We do not have any relationship and I do not ask for his approval before making a purchase! I'm offended at the very idea not to mention the blatant lie!

Business Response: We owe this consumer an apology, and we would like to offer our sincerest one here. We made an error in our response regarding the reference to a spouse, and we are sorry for the confusion and upset it has caused. We would like to help the consumer and her family. We ask her to contact our Customer Service Department at **************,  Monday through Friday, 8:30am-5:00pm EST so we may assist her further.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

I very much appreciate the acknowledgement of the error by Legacy Publishing as well as the refund given via phone call today. 

4/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the total transformation program because I was told it was free, all I had to do was return a survey. I then received the package and my credit card starting getting billed?!? It was to my understanding that I would only get billed shipping and my credit card wold not be billed until AFTER the 180 days were up and my survey was not received. Now the second issue is that I started reading the survey" terms and conditions" and if they are not satisfied with my answers I will not receive my refund..... ( my refund... the money they took without me realising that it was going to happen ) I am completely unsatisfied with the costumer service and the *** that I've been having to deal with since receiving this program. And as a side note.... this isn't a survey it is a complete course on the program. 32 pages of questions that you would find on an exam.

Desired Settlement: I will return the complete package if so desired, the entire package is in immaculate condition and I will GLADLY send it back. Id like a full refund on everything except for the shipping ( I knew I was being billed for the shipping ) And I would like to be done with this company, no more calls, no more emails.

Business Response: According to our records, on January 20, 2014, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program Feedback Survey promotion, the Calm Parent Program and the Parental Support Service. Under the Total Transformation Program Feedback Survey promotion, the initial cost to receive the program is a $25.00 shipping and processing fee. After 30 days, the program is billed in three monthly installments of $119.00 each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey within 180 days, starting the date of delivery.   The Calm Parent Program is backed by a 180-day free trial/guarantee period, starting the date of delivery. The cost of the Calm Parent Program is one payment of $119.00, billed approximately 120 days from the date of the initial order.   According to the tracking number for the consumer’s shipment, *************, the package was delivered on January 30, 2014, starting the consumer’s 180- day survey period and guarantee for the Calm Parent Program.   As part of our normal procedure, our Quality Assurance Department reviewed the consumer’s original January 20, 2014 sales call for compliance. After review, the Quality Assurance Department found that the terms for the Total Transformation Program were explained properly and clearly by the Sales Agent and agreed to by the consumer.   To address the consumer’s concerns that his answers will not be satisfactory, as stated very clearly in the Commonly Asked Questions insert that is included with each shipment, surveys must be complete in order to be eligible for a product price refund. Incomplete surveys will not  be eligible for a refund of any kind. “Incomplete survey” refers to any question that is answered with “Did not complete this lesson.” It is also clearly explained on the insert that in situations where a question does not apply to a specific situation, one must explain, in detail, why the questions do not apply. This survey is a results-based survey. Parents must go through the 9 lessons of the program, apply the techniques, and give us their feedback as to how the techniques worked in their particular situation. We simply ask the consumer to answer every question and provide us with their feedback. We do not make judgments about the answers. Consumers who do not follow the instructions for the offer are not eligible for a refund of any kind.   We would like to note that the consumer is still eligible to receive a product price refund for The Total Transformation Program by completing and postmarking the Feedback Survey on or before July 30, 2014.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I would like a full refund and to never again hear from Legacy Publishing Company.   

Business Response: According to our records, the consumer has not reached out to our Customer Service Department at any point. We would like the opportunity to assist the consumer and his family further, and we ask that he contact our Customer Service Department at **************, Monday through Friday, 8:30am-5:00pm EST.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is not a resolved issue and an e-mail has been sent to the company cancelling contract.

3/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: When I ordered the curricula, it was guaranteed that once I previewed the produce that I could return it if it was not something that I feel is useable with a clinical need as a licensed clinical family therapist; and no charges would be incurred. I requested my husband to return it and he had forgotten. Therefore, once the money had been taken from my account, I had called and stated that I returned the product more than two weeks prior to the charges for the product. I then later found out that due to my husband's recent hospitalization that he had forgotten to return it. I have since sent the package back with my apologies for the oversight explaining the situation. Since then, they have turned me over to collections, and I have a valid tracking number for the return, and the collection agency advised me they will not take it back now. This is unacceptable to me, as it was alright to return it at one point, and now they refuse to accept it?? I am appalled that this was even stated to me that it could be used in a "clinical" group setting with parents. It is not clinical, but more of behavioral interventionist. I now do not want to continue to pay for something that was promised to me that it could be returned. The tracking number for them now sending it back to me is ******************. I have advised them I will report to the Attorney General for Consumer Affairs and the BBB. They need to honor their statement of refundable.

Desired Settlement: I would like for them to accept the package, yet again, at my expense of returning it for a second time. Also would like full refund to my account for the first of three payments and to be removed from collections list.

Business Response: Our goal is to provide parents and guardians with a program that can really make a positive difference with their family situation.  We always strive to present the terms andcost of our programs as clearly and as accurately as possible to avoid any discrepancies when consumers are placing an order. With this said, and based on the consumers concerns, as part of our normal procedure, we sent the consumers initial Sales call to our Quality Assurance Department for compliance.  After review of this call, it was determined that the terms for both the Total Transformation Program and the Calm Parent Program were not explained properly by the Sales agent nor were they agreed to fully by the consumer. As a result, the consumer’s return that was received on March 4, 2014 was processed and a refund of $128.00 was initiated on March 10, 2014. All future payments werecancelled and the consumer has been removed from our Recovery Department. We are very sorry to hear that the program did not meet the consumers’ needs or expectations and we sincerely apologize for any inconvenience and frustration this may have caused the consumer.  We ask that the consumer allow 3-10 business days for the credit to post to her account.

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Total Tranformation Program is being advertised as a free poduct if you complete your survey within 180 days. When you order the product the fine print on your invoice then indicates you will be billed in 30 day, 60 day and 90 day incurements. So now the produt is not free you are paying for it. If your survey is not completed in 180 days you are not eligble for a refund. If your survey is incomplete you are not elgibile for a refund. Why is the consumer seeking a refund for a product that is being advertise as free and being billed to your credit card? Free is long gone. They have very cleverly figured out how to get you hooked then charge you and then insult you by not refunding yourr money because in a 32 pages (front nad back) survey you might leave a (1)question blank because it did not pertain to you. That is considered an incomplete survey. Because the consumer did explained in detail that the question did not pertan to them. Who does this? There are also questions on the survey that are contradictions to one another. If you anser 1 you tend to ignore the other question. Their proessional survey/feedback writers have designed it this way to intentionally trip up the consumer. Then they hide behind their policy that all questions must be answered. It is a scam. I bit they never have to refund any money because after a 32 page survey they will always find something to turn the consumer down on. In fat they have done this so much they tone in consumer is short and so matter of fact because this is not the first time they have bee called on the carpet abouttheir survey. I want ther advertising to stop saying te program is free it's not. Be honestand say for a small fee this program can be yours.

Desired Settlement: Short term Refund of my money. Long term-chane in policy and advertising.

Business Response:

According to our records, on July 21, 2013, the consumer placed an order on our website for the Total Transformation Program Feedback Survey promotion. Under the Total Transformation Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. After 30 days, the program is billed in three monthly payments of $109.00 each. Consumers are eligible for a full-product price refund for the Total Transformation Program by completing a results-based Feedback Survey within 180 days, starting the date of delivery.

 

The terms of the Total Transformation Program Feedback Survey promotion are clearly explained on our website at the time of order. On the website, the terms of the offer are presented in steps as:

Ø  Step One:  “Pay only $19 now for shipping and handling. Then in 30 days, we’ll bill you the first of 3 refundable* monthly payments of $109 plus any applicable sales tax.”

Ø  Step Two:  “Then just mail in your completed feedback survey within 180 days from the delivery date. As you go through the 9 lessons of the programs, you’ll be able to complete your feedback survey in about 30 minutes per lesson while learning the parenting skills you need. In order to consider the survey complete, all you’ll need to do is answer every question. The survey helps cement the lessons learned – creating the best possible learning experience.”

Ø  Step Three:  “*We’ll give you a full refund of the product purchase price, excluding the $19 s+h. You keep the program.”

*These terms are provided above the boxes to enter billing and shipping information and are clearly reiterated on a Commonly Asked Questions sheet that is included with the consumer’s shipment.

According to the UPS tracking number for the consumer’s shipment, the package was delivered on July 29, 2013, starting the consumer’s 180 day feedback survey period.

 

On November 4, 2013, the consumer called Customer Service in regards to a notification she received about a declining payment. The Customer Service Representative advised the consumer that the third and final payment for the Total Transformation Program had declined and was attempting to bill again on November 4, 2013. The consumer explained that the payment would decline again as the funds were not available and asked if she could return the product, or if she had to complete the survey. The representative explained that the only way to receive a refund for the product was be to complete and postmark the Feedback Survey on or before January 29, 2014. The representative also advised that if the payment declined, he would hold the consumers payment one month, until December 4, 2013, as a courtesy. The consumer understood and asked if she would receive a refund for all of the payments by completing her survey and the representative confirmed this to be correct.

 

On January 29, 2014, the consumers Feedback Survey was received and processed. During processing, it was determined that the consumer left 2 questions incomplete on pages 6 and 7. Due to the survey being returned with incomplete questions, no refund was issued.

 

On February 19, 2014, the consumer called Customer Service to check the status of her refund for her feedback survey. The Customer Service Representative advised the consumer that due to the fact that the survey was incomplete, a refund was not issued. The consumer was not accepting of this result and requested to speak with a supervisor. The supervisor reiterated the terms of the Feedback Survey. The consumer advised that she was not satisfied with this result and disconnected the call.

 

We have attached a copy of the Feedback Survey Terms & Conditions.  These Terms & Conditions are on pages 3 and 4 of the Feedback Survey.  They clearly state that surveys must be fully complete and contain results-based answers. Incomplete surveys will not be eligible for a refund of any kind. “Incomplete survey” is defined as: Any question that is left blank or unanswered, any question that is answered with “not applicable” or “n/a”.

 

Due to the fact that the consumers survey was incomplete, no refund is due to the consumer.

Consumer Response:

Better Business Bureau:

 

I am fully aware of each and ever step I took in this process.  I am upet about this company's advertisting. It is all over the internet and on TV stating they are giving way 1000's of copies of this program. It is clever marketing apprved by their legal department.  It's the hook to get you, bait you and then slam you.  Yes it may be posted but most consumers will request the information thinking I get it for free.  They do no realize they will get collection calls if they don't make the payments.  Ah it's no longer free or given away for free. Then the cnsumer does not know that the 32 page survey will be 32 pages or repeat questions created in a way to trip you up, once again they won't have to refund your money for your free give away.  But remember the advertising stated free-giveaway.

 

I do not except to receive  refund.  I have hit enoug parenting blogs, websites and amazon with enough negative reviews that if 1 family decides not to order this program I'l be happy.  I have already received feedback that this has happened. So I'm delihted.  They won't stop it's a well oiled machine.

 

 

 

Business Response:

We certainly appreciate the time and effort that the consumer put into their Total Transformation Feedback Survey and understand that they are disappointed in not being eligible for a refund due to the incomplete questions on pages 6 & 7.  We hold all consumers to the same standards and uphold our policies so that we can remain consistent and fair with all of our consumers.

Should the consumer decide to share their experience with others, we ask that they include the fact that the survey instructions state clearly that all questions must be completed to clarify the process for anyone considering a refund from survey completion. We strive for transparency, consistency, and fairness and most importantly accuracy. Our goal is to treat every customer with respect and to minimize confusion.

We hope that even though the consumer did not qualify for a refund for their survey, they have found and will continue to find successes with their family in using the tools and techniques from The Total Transformation Program.

Consumer Response:




I will not particpate in an email war.  I will express my exprience with this company in them anner that I deem appropriate and necessary andith whom I chose. end of conversation.

 

 

 

3/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the total transformation for free or so I thought. I was misled into thinking this was free (just pay for shipping) and now am being billed for it. I would like to return for refund. I actually bought it for a friend and when I found out there would be a charge for it called about sending it back and the girl told me to do the survey and it would be free. I got about half done with it ON LINE and now can't get it back. Now they tell me to print it off,and my printer is not working. I just want to send it back and be done. It has not been used. The last time I tried it in my computer it would not work. It is not set up to work correctly on my computer.

Desired Settlement: I would like to return the item and get a full refund since (1) I was mislead into thinking it was free for shipping charges only. And (2) it will not work correctly on my outdated computer and (3) I had tried to do the so called survey that I was unaware that I had to do and then it all went away and now they want me to start over. It has not been used at all. Just opened. I have contacted them a couple of times but they insist on me doing the survey. Had I known up front all the conditions I would have never agreed for the product to be shipped to me.

Business Response: According to our records, on November 26, 2013, the consumer placed an order on our website for the Total Transformation Program Feedback Survey promotion. Under the Total Transformation Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and handling fee. After 30 days, the program is billed in three monthly payments of $109.00 each. Consumers are eligible for a full-product price refund for the Total Transformation Program by completing a results-based Feedback Survey within 180 days, starting the date of delivery.   The terms of the Total Transformation Program Feedback Survey promotion are clearly explained on our website at the time of order. On the website, the terms of the offer are presented in steps as: Ø  Step One: “Pay only $19 now for shipping and handling. Then in 30 days, we’ll bill you the first of 3 refundable* monthly payments of $109 plus any applicable sales tax.” Ø  Step Two: “Then just submit your completed feedback survey within 180 days from the date of delivery. As you go through the 9 lessons of the program, you’ll be able to complete your Feedback Survey in about 30 minutes per lesson while learning the parenting skills you need. In order to consider the survey complete, all you need to do is answer every question. The survey helps cement the lessons learned – creating the best possible learning experience.” Ø  Step Three: “*We’ll give you a full refund of the product purchase price, excluding the $19 s+h. You keep the program.” *These terms are provided above the boxes to enter billing and shipping information and are clearly reiterated on a Commonly Asked Questions sheet that is included with the consumer’s shipment.   According to the UPS tracking number for the consumer’s shipment, the package was delivered on December 4, 2013, starting the consumer’s 180 day Feedback Survey period.   On December 5, 2013, the consumer called Customer Service to return the shipment. The consumer advised the Customer Service Representative that when she placed her order for the Total Transformation Program, she thought it was only $99.00.  It wasn’t until after reviewing the paperwork that was enclosed with her shipment that she learned that the program was 3 payments of $109.00.  She also stated that she wasn’t aware that she had to complete the Feedback Survey in order to receive a refund.  The representative stated that the billing terms are explained at the time of sale and that the way to receive a refund would be to complete the Feedback Survey. The consumer understood and advised the representative she would complete the survey.   On January 7, 2014 the consumer emailed Customer Service and again requested to return the product. In the reply to the consumer, the consumer was advised that the program was not eligible for a return, and that in order to receive a refund for the Total Transformation Program, the consumer had to complete and postmark her Feedback Survey no later than July 2, 2014.   On January 10, 2014, the consumer called Customer Service on a three-way call with a representative from her financial institution. Again, the consumer requested to return the program. The Customer Service Representative reiterated the terms for the Total Transformation Program Feedback Survey promotion and advised the consumer she had until July 2, 2014 to complete and postmark her Feedback Survey.   *Due to an error with our online Feedback Surveys, on December 6, 2014, we emailed all of our consumers, who participated in the online Feedback Survey promotion, to let them know they would need to complete and submit paper copies of the Feedback Survey rather than submit their surveys online. In this email, consumers were made aware that any information or results that had already been completed online would have been saved.  We also emailed a PDF version of their online survey along with a link to print the paper Feedback Survey.  Per the consumers request during the January 10, 2014 Customer Service call, the consumer was mailed a paper copy of the survey and the portion of the online survey that she had previously completed.  In this email, the consumer was also provided with her survey postmark date.   This said, the consumer has until July 2, 2014 to complete and postmark the Total Transformation Program Feedback Survey. If the consumer requires another copy of the Feedback Survey, along with her previously completed portion, we ask she contact Customer Service at **************, Monday through Friday, 8:30am-5:00pm EST so that we may further assist her.  If the consumer has any concerns regarding how to fill out the Feedback Survey, we suggest that she refers to the Commonly Asked Questions on pages 3 & 4 of the Feedback Survey.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The last time I tried to use the dvd I got a message that says "windows media player cannot play the dvd because a compatible dvd decoder is not installed on your computer. I cannot use it on my computer so I can't do the survey so please allow me to return it    

Business Response: After further research and correspondence with the consumer, this account was resolved March 3, 2014.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the total transformation cd set online on October 31, 2013. This order took place late in the evening after normal business hours (approx 10pm). After further research that same evening, I concluded the product would not be a good choice for my family. I called the company the first thing in the morning to cancel my order. The representative that I spoke to on the phone claimed that my order had already been shipped. I expressed that I found that very hard to believe however, they insisted that they would not cancel since it had already been shipped. I received the product more than a week later. I never opened or used anything within the package that was sent to me. At my earliest convenience, I took the package to the post office and sent it back again indicating that I wished to cancel. On December 10, 2013, my back account was charged $114.45 for the product. I called to inquire about my refund and was told that it had not been processed yet. I called again on January 13, 2014 again to inquire about the status of my refund and I was told I would not get a refund because they did not get they product back within 30 days. I reiterated that I never opened or used the product and that was very evident. I also spoke with a supervisor about my concerns yet was told would only be eligible for a refund if I pay $19.95 for them to ship me a survey. This feel like a scam and I don't believe it is ethical.

Desired Settlement: Based on the fact that I have made multiple attempts to cancel this product and I never opened or used, I would like to receive a full refund for the charge to my account: $114.45

Business Response: According to our records, on October 30, 2013, the consumer placed an order, on our website, for the Total Transformation Program Feedback Survey promotion. Under the Total Transformation Program Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. After 30 days, the program is billed in three monthly installments of $109.00 plus tax each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey within 180 days, starting the date of delivery.
 
According to the UPS tracking number for the consumer’s shipment, **************************, the package was delivered on November 2, 2013, starting the consumer’s 180 day survey period.
 
On October 31, 2013, the consumer called Customer Service to request to cancel her order. The Customer Service Representative advised the consumer that the order had already shipped and that we were unable to cancel the order. The Representative further explained that all refund instructions would be in her package.
 
The first $114.45 installment payment was billed on December 7, 2013. The consumer is claiming that a call was made to our Customer Service Department on December 10 however we have no such record of any contact from the consumer on this date. On December 30, 2013, the consumer’s package was received at our warehouse, marked refused.  At that time, all future payments on the consumers account were cancelled.
 
On January 13, 2014, the consumer called Customer Service to inquire about a refund for the $114.45 charge on her account.  The consumer was advised that due to the fact that the package was returned without authorization and due to the terms of the Feedback Survey Promotion, no refund was due. The consumer was not pleased and requested a supervisor. The supervisor advised the consumer that the package was not eligible for a return and that the way to receive a refund would be to complete the Total Transformation Program Feedback Survey. The supervisor offered to reship the program to the consumer for a $19.00 shipping and processing fee. The consumer refused and requested to speak with their supervisor. The supervisor placed the consumer on hold, however, while on hold, the consumer disconnected the call.  The supervisor further researched the consumer’s account and was able to determine, with the head supervisor, that a refund be issued due to the fact that the tracking information was inadequate.  A refund was issued in the amount of $114.45. The supervisor called the consumer and left a voicemail to advise that a refund was issued.
 
We ask that the consumer please allow 3-10 business days for the credit to post to her account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

I am noting that as of today I have not received the credit as stated in the business response however, I also acknowledge that their written statement indicated it would take 3-10 days.  Based on the fact that the commitment to provide this credit was done in writing via BBB, I will accept the response of the business and conclude that indeed my account will be credited.

1/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bought the information on ODD. Read through it. They continued to bill us $49 per month for "access" and "non-use" of their support service. We never used their support system once and they were willing to refund only 2 months of the charges. Any actual use would have been extra. Best to stay away from a system that bills for "access" and admitted "non-use." They were uncooperative when a full refund was requested.

Desired Settlement: Refund the full 5 months that we did not use their service. Total would be $245 in addition to the $98 they already agreed to.

Business Response: According to our records, on April 19, 2013, the consumer placed an order on our website for the ODD Lifeline Program and the ODD Parental Support Line Service.
               
At the time of order, the terms for the ODD Parental Support Line Service were provided on our website with the option for the consumer to accept or decline this service. The terms of the ODD Parental Support Line Service are explained clearly on the website as well as sent in writing on a full-page insert that is included with the consumers shipment. These terms state clearly on the website that “Your first 30 days of Full Access is only $1.00, billed to the same credit card you used to purchase the Program. Ongoing access is just $49.00 a month, automatically billed to your credit card each month. Remember, you may discontinue your Parental Support Line Service access at any time simply by calling our customer service center at **************.” Under this information are two options. The customer must click one of the options in order to proceed with the order. The options are “Yes, sign me up for $1.” Or “No, thanks.” The $1.00 trial fee pays for 30 days of access, starting the date of delivery. If no call is made within the first 30 days, the ODD Parental Support Line Service begins billing at $49.00 per month, whether the service is used or not, until a request is made by the consumer to cancel the service. Also, included with each shipment, is a full page insert that, again, reiterates all of these terms.  
 
The consumer’s husband first requested to cancel this service on December 26, 2013. This call was the first communication our company received from any party after the order was placed.  During this call, the consumer’s husband requested a full refund for the ODD Parental Support Line Service charges, stating that he never used the service. The representative explained that the service is based on access, not usage and the monthly billing occurs whether or not the service is utilized. The representative also stated that due to the fact that all of the terms were clearly stated and agreed to by his wife on the website, no refund was due.  As a courtesy, the representative issued a refund for the two most recent charges. The representative also offered to send a screenshot of the terms as they would have appeared on our website however the consumer’s husband refused the screenshot to be sent to him. The consumer’s husband was not pleased with the courtesy refund and demanded a supervisor. The Supervisor returned the  call from the consumer’s husband on December 26th, 2013 and restated the terms of the ODD Parental Support Line Service and issued one additional refund as a courtesy. The consumer’s husband demanded a refund for all the ODD Parental Support Line Service charges and threatened to file a complaint with the Better Business Bureau if a full refund was not given. The supervisor offered to send a screenshot of the terms and again the consumer’s husband refused. The supervisor also explained that no further refund would be given due to the fact that the terms of the service were accepted on our website and also reiterated in a full-page letter that was included with the consumer’s shipment so to serve as a reminder that consumer signed up for the service. We would also like to add that our company name, along with the Customer Service telephone number, appears on the consumer’s monthly credit card/bank statement. Due to the fact that the ODD Parental Support Line Service is a service based on access rather than usage, no further refund is due.   
 
On December 27, 2013, we received two disputes from the consumers credit card company for the $49.00 charges for the Parental Support Service. 
 
 

Consumer Response: I have reviewed the response from Legacy.  Their account is correct that they offered to send over screen shots of their language. However, I am disputing whether a business like theirs can charge an "access" fee, have no usage from the customer and expect to get paid over 7 months before one figures out what is going on.  They should refund the amount paid in full because they said to me on the phone that they bill even more for actual usage.  So what good is "access"?  One should not charge for "access",  they should charge for USAGE.  We got absolutely no benefit from the access to their service, so a full refund is requested.  I am still requesting a full refund because we received no benefit from their service.

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company runs a slick push sales department to convince buyers to buy an audio book/program of CDs about child behavior correction ("Total Transformation") that may or may not be effective. But once you sign up for an additional one-month $1 subscription for over-telephone assistance they will dip into the given credit card at the rate of $49 per month every month. I agreed to the one month trial at $1, and on 12/3/2012 they emailed me to advise that the given credit card had failed to charge a $119.00 charge due (for the CD program that I did authorize). I called them on 12/3/12 or 12/4/12 ro resolve this and also cancelled the $49 "service" that by then had been charged once on 11/8/12 and was due for another charge on 12/8/12. But the phone cancellation had no effect as they have continued to charge $49 each month. One year later I called again today to cancel again with a demand for a refund for all the unauthorized charges (12X$49=$588) or face complaints to BBB, FTC, and state consumer affairs. At that the rep agreed to cancel and reimburse only the last two charges. The so called service was NEVER used and was cancelled in December 2012. This is not acceptable and barely remedies the issue, and the two refunds remain to be seen. I want 12 unauthorized charges refunded (I stipulate to paying for the first two $49 dollar charges since I cancelled in early 12/2012, a few months after buying the CDs).

Desired Settlement: The company's extremely aggressive, unauthorized billing practices need to be curtailed.

Business Response: According to our records, on September 29, 2012, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program, the Total Focus Program and our Parental Support Service.  The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the consumer’s shipment.  According to UPS tracking number ******************, the consumers shipment was delivered on October 4, 2012, starting the consumers 30 day trial for the Parental Support Service. The 30 day trial ended on November 4, 2012.   The first call made to Customer Service regarding the Support Line Service was on November 19, 2013.   During this call, the consumer inquired about the $49 monthly charges on his account. The Customer Service Representative advised the consumer that the charges were for the Parental Support Service and explained the terms for the service. The consumer stated that the service was not agreed to at the time of sale and that he did not receive the full-page letter reiterating the terms in his shipment.  He requested a full refund for the Parental Support Service charges. The representative advised the consumer that the charges are non-refundable, however, as a courtesy, issued a refund for the two most recent charges and cancelled the service. Due to the consumer still requesting to have the remaining charges refunded, the representative offered to send a request to our Quality Assurance Department to review the consumer’s original September 29, 2012 Sales call.  On November 21, 2013, our Quality Assurance Department reviewed the consumer’s original Sales for compliance. After review, our Quality Assurance Department found that the terms for the Parental Support Service were explained properly and clearly by the Sales Agent and agreed to by the consumer.  There were no discrepancies. To address the consumer’s concern that the Parental Support Service was not cancelled per his request during a call in December of 2012, we researched all correspondence, and our records, and found there to be no evidence supporting the consumer’s claim. We apologize for any misunderstanding, unfortunately, no further refund is due for the Parental Support Service.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The company, Legacy Publishing, is neglecting some facts...or they haven't retained all the facts...or they have failed to record all communications. Attached is an email copy they sent to me on 12/3/2012 that prompted me to call them. Evidence of the call is the fact that they took new card information to pay for what I did order, which was the Total Transformation package. On that same call I cancelled the "service" but that they did not do. They continued to charge every month thereafter. The $49/mo. service WAS CANCELLED ON 12/3/2012 during this call. Where is the recording of that call?

Business Response: We are not disputing the fact that the consumer was sent an email regarding a declining payment. However, we have no record of the consumer ever calling in response to this email.  The credit card on the consumers account is the same credit card that the consumer used in September 2012 to place his order.  At no point was the consumer’s method of payment ever updated on the account.  We have no record of any contact to Customer Service to cancel the Parental Support Service. This said, we do record all calls for quality assurance.  The consumer did make a call to Legacy Publishing Company on November 19, 2012.  We listened to this call to see if the consumer requested cancellation of his Parental Support Service and determined the following; on November 19, 2012, the consumer contacted our Parental Support Service to address an issue that he was having with the playing of his discs.  The Parental Support Line Representative transferred the call to our Customer Service Department where the representative suggested the consumer try his discs in a different player. The representative also suggested that the consumer contact the manufacturer of his computer system to determine why the discs weren’t playing in his computer.  This call ended with the consumer stating that he was going to contact the technical support from his computer company to see if they could assist him.  Our records indicate that this was the last contact made by the consumer to Legacy Publishing Company until his most recent contact on November 19, 2013.   Unless the consumer can provide proof of a call where he did request a cancellation of the Parental Support Service prior to the November 19, 2013 call, no further refund is due.

12/8/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing this e-mail out of frustration. I obtained this program, but was unable to complete it during the initial allotted time. I did receive an extension, but unfortunately was charged $218 (approximately) during this period of time. While I was completing this program, I was in the process of moving out of state (Utah to Idaho). I was completing projects with my home in Utah to list it for sale. During this time, I notified Legacy Publishing (###-###-####) of this while requesting extensions to complete the program. It was my desire to not complete the program until I had moved, but was told that this was not an option. The reason that I did not want to complete the program until I moved to Idaho was because my children (the purpose for getting this program) had already moved to Idaho (May 23rd) and were living with their dad, which made it very difficult to implement the recommendations/techniques learned from the program. I was concerned this would cause an issue with receiving reimbursement after completing the program and returning the survey, but was told that it would not and to note this on the completed survey, which I did. I finally completed the program and returned the survey (delivery confirmed on 08/30/13). After that time (09/25/13) I received notification that Legacy Publishing was not able to charge my credit card for the final installment of $109. Thankfully I had closed that account or I would have been charged yet another $109, but this time after completing my survey and returning it to Legacy with confirmed receipt from the warehouse on 08/30/13. I have been in contact with multiple service technicians with Legacy since 09/25/13 regarding my completed survey. I provided the service tech with the tracking number and indeed confirmed that the warehouse received the survey on 08/30/13, but they were not able to locate the survey. With the multiple calls that I have made, I have been informed each time that the warehouse has not found my survey. Today (10/11/13) ******* informed me that the postal service in Wisconsin is involved to try to locate the survey - I am not sure why the postal service would be involved in this matter. I was also told that management is involved as I mentioned to ******* that I will be contacting Legacy again next week for an update as she informed me that this should be located by Monday (which I have been informed of now several times that it would be located within a specified period of time which of course this has not been done). I did inform ******* that I will be requesting to speak with management the next time I call to get this resolved. I am writing this e-mail to request that immediate action be taken by whomever with Legacy to locate this survey and to reimburse my monies promptly - within 15 days. I have notified Legacy Publishing that I have closed the bank account associated with the card you had on file and have requested a check, but have been told that they would have to reimburse the credit card on file first and have the bank reject this and then can send a check. I would prefer not to wait for this process to occur because I can only assume with the less than optimal customer service that I have received thus far from your company, that this will take several more weeks, possibly months, and multiple phone calls from me in order to get this done. I would like a response to this e-mail from management/president of Legacy Publishing Company with a specific plan of action on what will be done, a time line on when this will be done to get this resolved ASAP. Since sending this e-mail to Legacy, they have still not located the completed questionnaire and still have not reimbursed the monies to me. I was contacted by them and advised that they could not find the questionnaire and asked if I had a copy, which I do. I was told that they would go ahead and reimburse the monies now (10/13/13 conversation with *******) and to e-mail in the questionnaire so they have a copy of it. I informed ******* that it would take some time to scan this LARGE document in and e-mail to them. I called Legacy again today and was informed that NO they have not reimbursed the monies and will not until they receive the questionnaire via e-mail. The questionnaire is over 30 pages long and I have not finished scanning this in one page at a time. I would like my monies reimbursed to me immediately. I fulfilled the requirements set forth by them in completing the survey, sending it in with tracking number, confirmed they have received the article but could not locate it at their warehouse or with the post office. I should not have to wait for reimbursement from them any longer.

Desired Settlement: I would like to receive reimbursement via check, not reimbursement to the bank account associated with this purchase as I have notified Legacy at least 10+ times this bank account is closed. I would like reimbursement to be received within 14 business days.

Business Response: After some additional research, it was determined that there was an error that occurred in our survey processing process.  As a result of this error, we have corresponded with the consumer and have resolved the account today, November 22, 2013. We apologize for any inconvenience this may have caused the consumer. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

I did receive a telephone call from ***** with Legacy Publishing Company informing me that there was an error on their part and that reimbursement would be sent.  I again informed her that the bank account associated with the payment has been closed.  ****** advised that Legacy would have to reimburse my credit card and the bank would then have to mail me a check.  I called the bank (America First Credit Union) and they advised that they would reject the payment and would not be issuing a check to me.  I called ***** today to advise her with this information and was informed that they have to process the reimbursement this way and that I would have to wait until they received notification from the bank that the payment was rejected and then would issue a reimbursement check and mail this to me.  I asked how long this could take and was informed that this could take an additional three weeks.  I feel that this time frame is excessive and I have waited long enough to receive reimbursement from Legacy Publishing Company and request that a check be issued TODAY for full reimbursement.  

Business Response: We certainly apologize for the time that it is taking for the consumer to receive her refund. According to our records, the consumer’s refund was approved by Legacy Publishing Company on November 21, 2013 and was accepted by her financial institution on the same date.  Due to the consumer stating she no longer has an account with America First Credit Union, the issuing bank asks that she please allow up to 3 weeks for them to issue her refund. Per Legacy Publishing Company’s merchant payment processing procedures, we are obligated to credit the original method of payment used for the original transaction(s). To address the consumer’s concern that the bank will reject her refund, we have checked our records, and the refund has not been rejected by the financial institution as of November 27, 2013. Again, we apologize for any delay the consumer is experiencing in receiving her refund.

12/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Legacy Publishing has been charging me 49.00 dollars a month for a phone counseling service since February 2013 that I did not ask for. I did I ordered the Total Transformation CD System from Legacy Publishing online in January 2013. I specified that I did not want the phone counseling at time of purchase online. I did pay the FULL purchase price for the CD's and did not do the 180 days refund. I was not satisfied with the product and did not use it. I called Legacy Publishing to tell them to stop charging me and that I never ordered the phone counseling service. They would only refund me 3 months of the service even-though I was charged for 10 month. When I called Legacy Publishing they would only refund 3 of the 10 months I have been charged for.

Desired Settlement: I would like the full refund of the phone service. I understand that I did not send the feedback in for the CD's and I'm not trying to get a refund for that. I just want my money back for the phone counseling service I never agreed to and never used.

Business Response: According to our records, on January 2, 2013, the consumer placed an order on our website for the Total Transformation program and the Parental Support Service.
 
At the time of order, the terms for the Parental Support Service were provided with the option for the consumer to accept or decline this service. The terms of the service are explained clearly on the website as well as sent in writing on a full-page insert that is included with the shipment. These terms state clearly on the website that “Your first 30 days of Full Access is only $1.00, billed to the same credit card you used to purchase the Total Transformation Program. Ongoing access is just $49.00 a month, automatically billed to your credit card each month. Remember, you may discontinue your Parental Support Line access at any time simply by calling our customer service center at **************.”
 
The $1.00 trial fee pays for 30 days of access, starting the date of delivery. If no call is made within the first 30 days, the Parental Support Service begins billing at $49.00 per month, whether the service is used or not, until a request is made by the consumer to cancel the service. Also, included with each shipment, is a full page insert that, again, reiterates all of these terms.
 
The consumer’s first request to cancel this service was made on November 19, 2013. During this call, the consumer requested a full refund for the Support Service charges, stating that she never used the program and never wanted the Support Line Service. The representative explained that due to the fact that all of the terms were clearly stated and agreed to on the website, no refund was due.  As a courtesy, the representative issued a refund for the two most recent charges. The consumer was not pleased with the courtesy refund and requested a Supervisor. The Supervisor restated the terms of the Parental Support Service and issued one additional refund as a courtesy.  The Supervisor also explained that no further refund would be given due to the fact that the terms of the service were accepted on our website and also reiterated in a full-page letter that was included with the consumers shipment so to serve as a reminder that consumers have signed up for the service.  This letter also encourages consumers to use the service and conveniently includes the Customer Service telephone number with business hours for consumers to call if they wish to cancel the service.  
 
We would also like to add that our company name, along with the Customer Service telephone number, appears on the consumer’s monthly credit card/bank statement. Due to the fact that the Total Transformation Program Parental Support Service is a service based on access rather than usage, no further refund is due. 

11/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received the ***** ************** program from Legacy Publishing on a 30 day trial basis. We were not satisfied with this product. We were supposed to be able to send it back within 30 days from the date of delivery. There was supposed to be a confirmation number on the envelope, there was not. I called the company 3 times and they keep telling me this is not returnable. I will not pay for this product, I am returning all their material. This will be at my expense and they will not get any money from me. Their customer service staff was to call me back 3 different times with the return number and they have failed to do so for over a week.

Desired Settlement: I want them to take it all back and I don't want any further action from them.

Business Response: According to our records, on October 11, 2013, the consumer called our Customer Engagement Center and placed an order for our ***** ************** Program.  The program was ordered under a promotion where no upfront payment was required at the time of purchase.  Consumers are sent the complete ***** ************** Program to evaluate during a 30 day guarantee, starting the date of delivery.  If consumers wish to return the program, they just call Customer Service to receive return authorization within the 30-day guarantee.  If the consumer chooses to keep the program beyond the 30 day guarantee period or does not request a return authorization within the 30 day guarantee period, they agree to be billed  3 monthly installment payments of $149.00 each starting approximately 30 days from the date of delivery.  On October 21, 2013, the shipment was delivered, beginning the consumer’s 30-day guarantee. On November 18, 2013, the consumer called our Customer Service Department and was provided with a return authorization for her product.  As part of our normal procedure, our Quality Assurance Department reviewed the consumer’s original October 11, 2013 Sales call and determined that all terms and conditions for the ***** ************** Program were explained properly and agreed to.  It was also determined that the Sales Specialist never advised the consumer that a return label or return confirmation would be included in her package. To address the consumer’s concern that she was told the product was not returnable, and that Customer Service was to call her back on 3 different occasions with a return authorization number, we have no record of any calls from the consumer, other than her original October 11, 2013 sales call and her November 18, 2013 Customer Service call.

11/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: seeking refund for completing 32 page survey that took over 120 days to complete based on the fact that one answer could not be answered because it asked information about a third party adult who would not consent to be party of the study it clearly is not relevant to the survey which is complete also they keep billing me for 119 dollars after i informed them I wanted to send back the calm parents tape in may 2013 and they refuse to authorize the return of the unopened cd's, in fact something seems criminal by way of fraud, they said on the christian radio advertisement that they have a good rating with the bbb when in fact they are unrated, that's just one example of the misleading nature of this organization. they honored nothing they said and know they have the cost of the program ($476) and all the feed back from the survey that took months to complete and in the survey I told them my wife does not want me to do the program on our kids and refused to give the feedback. this is unconscionable that they preyed on me because I wanted to try and help my kids , I only did this program because of the money back offer for doing the survey, they get marketing help by my feed back and I get the program for free but i pay in advance for it"FAIR" otherwise I can not afford this and they knew this because I told them so , their claim that my survey is incomplete is bogus and if it is its by fraud or trickery on their part they have 100% of the answers me nothing I have a copy of the survey filled in with my answers, in its entirety which is confusing and UNCLEAR they had some disclaimer that their using as a defense but its not"CONSPICUOUS AND IN A CLEAR PLACE PRINT SMALL AND CAMOUFLAGED , its vague and ambiguous and not even enforceable under public policy or the law.

Desired Settlement: that they refund the cost of the program which they are now legally required to do since i either completely or substantially performed my obligation because they have all the feedback minus info on what my wife's thoughts where on a specific aspect of the program because she refused consent. (a sub section of part 3 question 14)

Business Response: According to our records, on April 25, 2013, the consumer placed an order for the Total Transformation Program Feedback Survey Promotion, the Calm Parent Program and access to the Parental Support Service. After further research and correspondence with the consumer regarding The Total Transformation Program Feedback Survey, the Total Transformation Program Feedback Survey Promotion portion of the account was resolved on November 11,  2013.  In regards to the Calm Parent Program, our research indicates that all product terms and billings were agreed to by the consumer on the original Sales call.  To address the consumer’s concern that on May 7, 2013, the representative refused to issue return authorization for the Calm Parent Program, our Quality Assurance Department found that when the consumer asked how to return the Calm Parent Program, the representative advised that she’d be happy to assist him with a return however she reiterated that the consumer he had until July 2, 2013 to review the program to then determine if he wanted to keep the program or request a return authorization for the program.  The consumer agreed to keep the program for review and also stated back to the agent that he was aware that he needed to call on or before July 2, 2013 if he wished to return the program.  The consumer contacted Customer Service on July 24, 2013 to verify the status of his account.  He was advised that he had 1 remaining payment for the Calm Parent Program.  The consumer requested a return authorization however was advised that the guarantee had ended making the product no longer eligible for return. Unfortunately, the Calm Parent Program is no longer eligible for a return and payment is overdue for the product.  We ask that the consumer contact Customer Service to make payment arrangements. 

11/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My Husband Purchased The Total Transformation through Legacy Publications in March of this year. At the time they were running a "get this product free" program - however he had to pay for it upfront. This is deceptive at best. He needed to fill out a survey that is impossible to fill out. They are running a scam that preys on desperate parents - The program itself fails to deliver on the statement that it will transform your child. It does not. When looking at their website it is noticeably void of any negative reviews, which is odd since there has to be someone not happy with the program and Amazon has lots of complaints about "the Total Transformation program." They continued to charge our card even after the payment of the program itself. This is not a legit business - They do not offer any kind of refund on their website even if attempted immediately after ordering.

Desired Settlement: We are looking for a refund of purchase price - less the obvious s/h and will gladly send the product back to Legacy.

Business Response: According to our records, on February 24, 2013 , the consumer’s husband placed an order for the Total Transformation Program Feedback Survey promotion, the Calm Parent Program and the Parental Support Service.
 
To clarify the terms of the Total Transformation Program Feedback Survey promotion, consumers pay a shipping and handling fee initially to receive their product. The cost of the program is three monthly payments of $119.00 each to be billed approximately 30, 60 and 90 days from the initial order date. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey. Consumers are allowed 180 days to complete this Feedback Survey, stating the date of delivery. The results-based survey requires that every question is answered in order to be considered complete.
 
During the initial sales call, on February 24, 2013, the consumer’s husband agreed to be billed a $19.00 shipping and processing fee. He also agreed to the three additional Total Transformation monthly investments of $119.00 each to be billed approximately 30, 60 and 90 days from the initial order date. He was advised that as soon as the survey is returned and processed, any Total Transformation Program investments made, minus the $19.00 shipping and processing charge, would be refunded back to the consumer’s credit card within 8-10 business days, and any future payments would be cancelled. In exchange for the completed survey, the consumer is allowed to keep the program.
 
As far as the time or difficulty in completing the survey, consumers are advised that as they go through the Total Transformation Program, they will be able to complete their feedback survey in approximately 30 minutes per lesson while learning the skills they need for their situation. The Lehman’s recommend that in order to see the best results, consumers work through one lesson per week so that they have the ability to implement the action steps that are required with each lesson. These action steps are specific directions to follow throughout the week ahead, to help parents apply the information they have just learned to their family’s situation. It’s also recommended to listen to the audio lessons again one or two days after they’ve reviewed them, or at any time if they are feeling challenged or unsure, in order to help reinforce the new ideas they will be learning.
 
Also during the initial Sales call, on February 4, 2013, the consumer was offered the Calm Parent Program on a trial basis. The Calm Parent Program is an entirely separate program that is offered to work in conjunction with the Total Transformation Program. The Calm Parent Program is backed by a 60-day free trial/guarantee, starting the date of delivery. The consumer’s husband was advised that if no request was made to return the Calm Parent Program within the 60-day trial period, the cost of the Calm Parent Program would be one final investment of $119.00, billed approximately 120 days from the date of the initial order. These terms were agreed to by the consumer’s husband at the time of purchase, as well as followed up on the consumer’s packing slip that was included with the shipment.
 
The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the consumer’s shipment.
 
According to UPS tracking number ******************, the package was delivered on March 1, 2013. This said, the consumer had until September 1, 2013 to complete and postmark the Total Transformation Program Feedback Survey. The consumer also had until May 1, 2013 to contact Customer Service to request a return authorization number for the Calm Parent Program.
 
On March 25, 2013, the consumer called our Customer Service Department to cancel the Parental Support Service. The service was cancelled per the consumer’s request and they were advised that their trial access to the Parental Support Service was valid until April 1, 2013, however, there would be no further charges for the Parental Support Service going forward.
 
On July 2, 2013, the consumer called our Customer Service Department and requested to return the Calm Parent Program. The Customer Service Representative advised the consumer that the 60-day trial for the Calm Parent Program had expired and was no longer eligible for a return. The consumer accepted and asked how long they had to complete the Feedback Survey. The representative advised the consumer they were allowed 180 days from the date of delivery to complete and postmark the Feedback Survey.
 
The consumer called Customer Service again on July 2, 2013 requesting to return the Calm Parent Program, the representative advised the consumer that the 60-day trial for the Calm Parent Program had expired and the Calm Parent Program was not longer eligible for a return or refund. The consumer stated during this call that he was advised the trial period for the Calm Parent Program was 120 days, not 60 days. The representative advised we would have our Quality Assurance Department review the consumer’s original February 24, 2013 sales call to verify that the Calm Parent Program terms were explained properly.
 
On July 9, 2013 our Quality Assurance Department reviewed the consumer’s original sales call and determined that the terms for the Calm Parent Program were explained properly by the sales agent, and were agreed to by the consumer. It was also confirmed that the sales agent advised the consumer that the Calm Parent Program had a 60-day trial. These results were emailed to the consumer on July 10, 2013.
 
On July 19, 2013, the consumer called again for return authorization for the Calm Parent Program. The Customer Service Representative advised that the Calm Parent Program trial expired on May 1, 2013 and that the Calm Parent Program was no eligible for a return. The representative also reiterated the findings from our Quality Assurance department. The consumer was not accepting and requested a supervisor. While speaking with the supervisor, the consumer stated that they had verified with the sales agent that the Calm Parent Program had a 120-day trial at the end of their call and requested to hear the recording of their entire sales call. The supervisor submitted a request to have the entire sales call reviewed by our Quality Assurance department  and to have the recording emailed to the consumer. On July 22, 2013, the call recording was emailed to the consumer, however, the recording was undeliverable and returned to sender. The consumer may have the recording sent to them again, if they choose.  
 
All product terms were explained clearly, and agreed to by the consumer’s husband, at the time of sale. These terms were also reiterated on the consumer’s packing slip that was included with their shipment. Due to the fact that the survey period for the Total Transformation Program and the trial period for the Calm Parent Program have expired, no refund is due.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The high pressure sales tactics used by Legacy Publishing are reprehensible and being brought to the attention of the attorney general of the state of Maine as well as the Federal Trade Commission package things that they never agreed to in and call it The Federal Trade Commission calls it Fee Trial since fees are bundled into the original item called about. My Husband never agreed to the bundled fees and Legacy does nothing to address this. The fact is if the items they push are no better then the serums sold by the Snake Oil Sales men from 100 years ago. They have actually taken the money back guarantee  they had on their website down since I am sure they had people sending the product back all of the time. The radio ad mentions satisfaction guaranteed , we aren't satisfied with the product or the company. The only satisfactory response is that the money is returned to the customer. In this case us. The money is stolen through deceptive sales practices, they are taking money from parents desperate to help their children. I am not entirely sure how ***** ****** and her henchmen sleep at night knowing that they are stealing the money from hard working moms and dads. There are former employees who discuss the high pressure sales tactics on-line saying that "We just keep saying we are going to add this till a customer says ok, even if the product isn't appropriate for them."  Legacy uses the same auto response format for all complaints files with the better business bureau - Frankly I am surprised with all of the complaints that the BBB does not downgrade their rating. When I spoke with the AG in Maine they were shocked at the number of complaints and that the BBB still suggests them as a reputable company.

Business Response: We apologize that the consumer feels that he was pressured into purchasing our products.  Pressuring consumers into purchasing our products is not a need nor is it a practice of Legacy Publishing Company. 
 
This said, based on the consumers claim of being pressured into purchasing, we requested a second review of the original February 24, 2013 sales call.   Results from our Quality Assurance Department determined that the Sales Agent never used any high pressure sales tactics during the call.  The agent clearly and properly explained all product billings and terms.  The Quality Assurance Department also determined that not only were these terms accepted and agreed to by the consumer’s husband, but there was never any hesitation from her husband when it came to accepting any of the offers.   
 
We’d also like to address the consumers concern regarding “bundling”.  We do not require that a consumer purchases more than one product at the time of purchase.  This said, the Total Transformation Program teaches parents how to give their children more effective ways to solve their problems. It works very well as a stand-alone product.  The Calm Parent Program is offered in conjunction with the Total Transformation Program since we find, for some parents, that it complements the techniques provided in the Total Transformation Program by helping parents to stay objective with and less reactive to their children’s behaviors.  We also offer the Parental Support Service as we have found that families who speak with our coaches tend to see faster and more successful results. Again, consumers are not required to add either the Calm Parent Program or the Parental Support Service to their Total Transformation Program order.  Consumers have the right to decline these additional products when offered.  We reiterate the fact that all terms were clearly explained, as well as agreed to, at the time of sale and there was no hesitation of any kind from the consumer when it came to accepting the offers.  All of these terms are also restated on the consumers paperwork that was included with their shipment.
 
Lastly, to address the consumer’s concern regarding our advertising, our advertisements state to “Call now to find out how to get the Total Transformation Program for free”.  The consumer’s husband called us on February 24, 2013 and was advised by the Sales Agent that by completing and returning the Total Transformation Feedback Survey within the allotted time frame, 180 days starting the date of delivery, he would receive a full product price refund for the Total Transformation Program less the shipping and processing fee.  A feedback survey was never received from the consumer.
 
Legacy Publishing Company does have established policies and procedures for use in reviewing all product return/refund requests.  These policies are consistent with those standard to our industry and do contain a margin for exception review.  Fair and consistent application of these policies and procedures ensures that all customers are treated equally and that exceptions, if and when made, also have specific guidelines to ensure consistency. 
 
A copy of the consumers original Sales call was emailed to the email address on the account in July of 2013.  Unfortunately, no further refund is due.
 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As submitted before - a former employee of Legacy specifically mentions that high pressure tactics are used, that bundling does occur and that callers are told I am just going to add that ok.... until they get an ok from the caller. Companies that do business the way that Legacy does is referred to as a "Fee" trial by the Federal Trade commission. You are running a scam and as such should be ashamed of yourselves. You can conveniently say that such and such occurred and no refund is required. General decency requires a refund. Is this program so bad that you took away the money back guarantee? You change you pricing and strategy so often it leaves one no doubt that your tactics are about getting all of the money you can from a customer and not about helping your kids. I promise that I will not let this go. I intend t

11/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: REFUND AFTER RETURNING SURVEY, SURVEY RETURNED - NO REFUND

Desired Settlement: NEVER CONTACT WITH ANY PROBLEM , CALLED AND FIND OUT THAT IT IS TO LATE TO GET A REFUND OR MAKE ANY CHANGES

Business Response: After further research and correspondence with the consumer, this account was resolved today, October 25, 2013.

10/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a complaint with the program The ***** **************. It has a misleading advertisement and they never discussed that I would be charged such an amount all they say on their commercials is it is no obligation and it is free. That is also you must fill out a questionare that they don't tell you has many, many pages and must be filled out completely. I told them when I called about it and was pressured into it, that I was a grandmother and did not have custody and don't have rights, that I just wanted to read the book. I was assured there was no charge. I think their advertising is pushy and I also think it is a scam the way they treat people. I have called 3 times and told them I was on a fixed income and could not pay the huge amount they are going to charge me, but they don't care.I also told them I had been in the hospital and sick for the last month and they said I had until Oct. 6 or they would bill my account. I don't have that kind of money and never would have agreed to that in the first talk with them. Please help me with this matter and save other innocent people too.

Desired Settlement: Please see complaint

Business Response: According to our records, on August 3, 2013, the consumer placed an order on our website for the ***** ************** Program Feedback Survey promotion and the Parental Support Service. Under the ***** ************** Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. After 30 days, the program is billed in three monthly installments of $109.00 each. Consumers are eligible for a full product price refund for the ***** ************** Program by completing a results-based Feedback Survey within 180 days, starting the date of delivery. This results-based feedback survey requires that every question be answered in order to be considered complete and postmark their Feedback Survey for the full product price refund for the ***** ************** Program.
 
The terms of the ***** ************** Program are explained clearly on our website at the time of order. On the website, the terms of the offer are presented in steps. Step One explains that the consumers “Pay only $19 now for shipping and handling. Then in 30 days, we’ll bill you the first of 3 refundable* monthly payments of $109 plus any applicable sales tax,” Step Two advises that consumers just “Then just mail in your completed feedback survey within 180 days from the delivery date. As you go through the 9 lessons of the program, you’ll be able to complete your feedback survey in about 30 minutes per lesson while learning the parenting skills you need. In order to consider the survey complete, all you’ll need to do is answer every question. The survey helps cement the lessons learned – creating the best possible learning experience.” Step Three explains that “*We’ll give you a full refund of the product purchase price, excluding the $19 S+H. You keep the program.” The terms are clearly provided above the boxes to enter billing and shipping information.
 
At the time of order, the terms for the Parental Support Service were provided with the option for the consumer to accept or decline this service. The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the consumers shipment.
 
According to the *** tracking number for the consumer’s shipment, their package was delivered on August 9, 2013, starting the consumer’s 180 day survey period and the 30 day trial for the Parental Support Service.
 
On August 27, 2013 the consumer called our Customer Service Department to cancel the Parental Support Service. While the Customer Service Representative was cancelling the Parental Support Service, the consumer had concerns about the cost of the ***** ************** Program. The representative advised the consumer that the cost of the ***** ************** Program was three payments of $109.00 and that the consumer had the opportunity to receive a full product price refund for the ***** ************** Program by completing the results-based Feedback Survey. The consumer stated that she had called previously before placing her order and was only advised that the cost of the program was $19.00. Due to this fact, the consumer asked the Customer Service Representative for the authorization to return the ***** ************** Program because she could not afford the $109.00 payments for the program. The representative apologized for any inconvenience and advised the consumer that when placing an order under our Feedback Survey promotion, the way to receive a refund is to complete and return the ***** ************** Feedback Survey within the 180 day survey period. The representative offered to hold the first payment of $109.00 until October 2, 2013 in order to delay the first payment for the program. The consumer accepted and the representative advised the consumer that the $109.00 payments would bill on October 2, 2013, November 2, 2013 and December 2, 2013 and confirmed that the Parental Support Service had been cancelled.
 
We were able to locate a call to our Customer Engagement Center from July 26, 2013 where the consumer spoke with one of our sales agent. As part as our normal procedure, our Quality Assurance Department reviewed this July 26, 2013 sales call. After review, the Quality Assurance Department found that the sales agent went over the benefits of the program with the consumer, however, as the sales agent began to explain the billing terms for the ***** ************** Program, the consumer advised the agent that she was going into a doctor’s appointment and could not continue the call, the agent advised the consumer to call again, when she had more time. Due to the consumer not being able to continue the call, the sales agent was not able to fully explained the billing terms for the ***** ************** Program.
 
On September 19, 2013, the consumer called our Customer Service Department and advised the Customer Service Representative that she had been sick and in the hospital and has not been able to complete the ***** ************** Program yet and was concerned because she could not afford the program. The representative offered to split the three payments of $109.00 each, into 6 monthly payments of $54.50 each. The consumer declined and the representative reiterated that the way to receive a refund was to complete the ***** ************** Program Feedback Survey, at that time, the consumer accepted.
 
This said, the terms for the ***** ************** Program Feedback Survey offer were clearly explained when the consumer chose to place their order on the website. The consumer is eligible for a full product price refund for the ***** ************** Program as long as their Feedback Survey is completed and postmarked on or before February 9, 2014.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******

Regards,

 

 

 

Business Response: Due to the fact the consumer did not provide any comments in her rebuttal, we would ask that you please refer to our original response to her complaint.
 

Consumer Response:

] My understanding is that the product was free. I was not able to answer the 180 questions because the child is grand child and he is not living with me. At this time I am able to make the payments and I have been in the hospital ill. 

 

 

 

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called and told them I was thinking the program would be good for my son, who has a problem child. They told me to order it and get him to listen/watch the program and fill out the survey and upon the receipt of the survey I would be refunded the total amount they had charged my credit card (119.00 per month, charged 3 times).I ordered the program, they stated they were throwing in "*** **** ******" and the parents hotline. They never told me these were additional charges on my credit card. When I received program I told my son, who lives out of state with his family, he was not at all interested and was insulted. I called and told them. This was my second call, a man stated, just watch "jump start DVD and fill out what you can on survey". I wanted to just send that program back, they did not allow this, but insisted I watch dvd. I watched dvd, and looked over survey, when I saw the length and depth of survey, I called back, lady told me I must have been mistaken, I had to do whole program and do survey. For the umpteenth time I stated "I am their grandmother, they live out of state, I cannot implement program and gauge reaction to "techniques" she stated do the best you can". No one ever allowed me to mail back. I spent numerous hours listening to seven audio tapes, and watched 2 DVD's, and mailed survey in, all filled in, except for parts where I had to implement techniques and record reactions. I must have written 10 times in survey I AM GRANDMOTHER, CHILDREN LIVE OUT OF STATE, and CANNOT IMPLEMENT. Finally mailed survey, two months after receipt. When they received survey, they sent email, thanking me, then they stated-verbatim-IF YOUR SURVEY QUALIFIES FOR A REFUND OF PRODUCT PRICE YOU CAN EXPECT REFUND IN APPRX 10 DAYS. I called the next day, and demanded my refund, to which Tim put me on hold to read SURVEY! Then said I had done a good job, but there we some questions I needed to answer to qualify for a full refund. I LOST IT. I DEMANDED SUPERVISOR, NO AMOUNTS OF THREATS MADE THEM GIVE ME REFUND, THEY HAVE SO FAR CHARGED ME OVER 200 DOLLARS!! A SENIOR ON A FIXED INCOME!! PLEASE HELP ME. I WILL CONTINUE TO COMPLAIN TO EVERYONE WHO WILL LISTEN.

Desired Settlement: all my money back.

Business Response: According to our records, on June 9, 2013, the consumer called our Customer Engagement Center and placed an order for the ***** ************** Program, *** **** ****** Program and the Parental Support Service.
 
The ***** ************** Program was purchased under our ***** ************** Program Feedback Survey promotion. With this promotion, consumers pay a shipping and processing fee initially to receive the product. The cost of the program is then three monthly payments of $119.00 each to be billed approximately 30, 60 and 90 days from the initial order date. Consumers are eligible for a full product price refund for the ***** ************** Program by completing a results-based Feedback Survey. Consumers are allowed 180 days to complete this Feedback Survey, starting the date of delivery. The results-based survey requires that every question is answered in order to be considered complete.
 
The consumer gave authorization to process her order on the June 9, 2013 Sales call. The initial charge that was billed to the consumer was $24.00, $19.00 for shipping and processing plus a $5.00 Parental Support Service access fee for the first 30 days.  The consumer also agreed to the three additional monthly investments of $119.00 each to be billed approximately 30, 60 and 90 days from the initial order date. As the consumer was advised on the original Sales call, as soon as the survey is returned and processed, as long as it is complete and postmarked within 180 days starting the date of delivery, any ***** ************** Program investments made, minus the $19.00 shipping and processing fee, would be refunded back to the consumer’s credit card within 8-10 business days, and any future investments would be cancelled. In return for the completed survey, consumers are allowed to keep the ***** ************** Program.
 
On June 27, 2013, the consumer contacted our Customer Service Department to request a return authorization for the ***** ************** Program.  This request was made due to the fact that the consumer purchased the program for a family member, however the family member refused to participate in the program. The Customer Service Representative advised the consumer that in order to receive a refund for the ***** ************** Program, the Feedback Survey needed to be completed per the terms that were agreed to on her initial sales call. The consumer expressed her concern as to how to complete the ***** ************** Feedback Survey herself, as a grandparent.  The Customer Service Representative advised the consumer how to best complete the Feedback Survey to receive a refund.  Also during this call, the Customer Service Representative advised the consumer that the 180-day guarantee for *** **** ****** Program would expire on December 14, 2013 and that the charge of $119.00 for *** **** ****** Program would bill on October 15, 2013. The Customer Service Representative also cancelled the consumer’s access to the Parental Support Service per the consumer’s request.
 
On June 27, 2013, the consumer contacted Customer Service to request a cancellation of the Parental Support Service. The Customer Service Representative advised the consumer that the service had been cancelled on the previous call. The consumer, again, expressed her concerns about completing the ***** ************** Feedback Survey. The Customer Service Representative again advised the consumer how to best complete the Feedback Survey to receive a refund.
 
The consumer then contacted our Customer Service Department on July 2, 2013 to request a return authorization for *** **** ****** Program. This return authorization, for *** **** ****** Program, was granted due to the fact that the consumer called within the product guarantee time frame. During this call, the consumer stated that she listened to the Jump Start DVD from the ***** ************** Program but was finding it difficult to complete the ***** ************** Program Feedback Survey. The Customer Service Representative advised the consumer that in order to complete the ***** ************** Program Feedback Survey, she would need to listen to the entire ***** ************** Program. The consumer advised the Customer Service Representative that she was told previously that because she purchased the program for someone else, she was not required to go through the entire program. The Customer Service Representative apologized for any misunderstanding and advised the consumer that she would need to listen to the program in its entirety in order to complete the Feedback Survey. The Customer Service Representative also gave the consumer some tips as to how to complete the Feedback Survey.  These instructions are also explained clearly on a Commonly Asked Questions sheet that is included with the consumer’s shipment.
 
On August 8, 2013, we received the consumer’s ***** ************** Feedback Survey. While processing the consumer’s Feedback Survey, it was determined that pages 21 and 30 were incomplete. Due to the fact that these pages were incomplete, no refund was issued.
 
On August 12, 2013, the consumer contacted our Customer Service Department to find out the status of her refund for the ***** ************** Program. The Customer Service Representative advised the consumer that due to the fact that her survey was incomplete, no refund was issued. The consumer expressed her frustration in regards to not receiving a refund.  The Customer Service Representative assured the consumer that a full refund for the ***** ************** Program would be issued as long as she completed the pages that were considered incomplete, pages 21 and 30, and postmarked her survey on or before December 14, 2013.
 
Again, the consumer has until December 14, 2013 to complete and postmark pages 21 and 30 of the ***** ************** Feedback Survey for a full refund of the ***** ************** Program product price.  Once this is received, any future billing attempts will be halted and any remaining installments for the ***** ************** Program will be cancelled. 
We would ask the consumer to reference order number, *******  and mail the pages to the address below. 
 
*We strongly recommend that the consumer make a photo copy of her Feedback Survey pages prior to mailing, and we recommend the consumer to use a traceable method for this mailing.
 
Legacy Publishing Company
Attn: ***** ************** Feedback Survey

Consumer Response:

This company accurately admitted to my repeated phone calls reporting the fact that the person I ordered the program for did not want to participate, they also allude to the fact that I wanted to return it, because I could not use it, or could I completely fill out a survey that needed me to "work the Program" with the children and record the interactions and/or results. Therefore, why insist that I do the survey without that component?. They actually told me to "do the best I could" knowing I don't live in the same state, or am I their parent! So why insist I do the survey, telling me to do the best I could, then try to steal my money knowing I could not fill out the portions that required the "program" be implemented and its results/responseS with the children (who don't live with me) BE NOTED IN THE SURVEY! They should have just ALLOWED ME to return the ***** ************** program when I told them it could not be implemented by the people I ordered it for-WHY SHOULD I BE RIPPED OF BY THEIR GREED, WHEN THEY EVEN ADMIT I NOTIFIED THEM SEVERAL TIMES, THAT IT COULD NOT BE UTILIZED BY MYSELF. THEY KNEW ALL ALONG THAT I COULD NOT COMPLETE ALL THE QUESTIONS, AND THEY NEVER LET ME SEND IT BACK!

Regards,

 

 

 

Business Response: We apologize for any misunderstanding. Under our ***** ************** Program Feedback Survey Promotion, returns of the product are not accepted. At the time of purchase, consumers are explained that in order to receive a full product price refund, the ***** ************** Program Feedback Survey must be completed and postmarked within 180 days, starting the date of delivery.
 
As stated clearly in the Commonly Asked Questions insert that is included with each shipment, “By accepting the survey offer terms at the time of your call, you’ve elected to take part in The ***** ************** Survey offer promotion”. This insert also states that “surveys must be complete in order to be eligible for a product price refund and that incomplete surveys will NOT be eligible for a refund of any kind. Incomplete survey is defined as any question that is left blank or unanswered, any question that is answered with “Not Applicable” or “N/A” and/or any question that is answered with “Did not complete this lesson.”
 
We are not refusing the consumer a refund, we are requiring that the terms of the ***** ************** Program Feedback Survey offer are met. In order for these terms to be met, the consumer only needs to complete questions 1 and 2 on page 21, and question 7 on page 30, of the survey. 
 
This said, the consumer has until December 14, 2013 to complete and postmark  pages 21 and 30 of the survey.  These pages should be sent to the address provided in the previous response. We do highly recommend that the consumer makes a photocopy of their completed Feedback Survey pages prior to sending their survey. We also strongly recommend that the consumer uses a traceable method when sending their completed survey.

Consumer Response:



I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

 

Regards,

 

 

 

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the Total Transformation Program from your Legacy Publishing via telephone in March 2013. I was told that the program would cost me $119 a month for three months, plus $19 for shipping within the US. I was also told that I would receive a full refund of my payments if I completed and returned the Feedback Survey and that, after doing so, I would be able to keep the program materials free of charge. During my telephone conversation with the order line, I was asked if I wanted to receive their Newsletter, to which I answered "No." I was also asked if I wanted to sign up for their Support Line service, to which I also answered "No." I was charged $24 for shipping on or about 3/25/13, not the $19 I was quoted. I was charged $119 on or about each of the following dates: 4/30/13, 5/30/13 and 7/1/13. I completed and returned the Feedback Survey within the 180 day period, as per the terms of the agreement, and the debit card I used to make the purchase was credited the three payments of $119 ($357 total) on or about 7/1/13. Of concern to me is that I was charged $49 on or about each of the following dates: 5/1/13, 6/3/13, 7/2/13, 8/2/13 and 9/3/13 ($245 total). I DID NOT sign up for any service or otherwise authorize a recurring monthly charge to my debit card by Legacy Publishing. As I noted above, I expressly DECLINED any services/products other than the Total Transformation Program.

Desired Settlement: That Legacy Publishing terminate charging my debit card for whatever service they are currently billing me for. Additionally, I expect that my debit card be IMMEDIATELY credited back the $245 in unauthorized charges.

Business Response: According to our records, on March 21, 2013, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program and the Parental Support Service.
 
The Parental Support Service provides full access to our Parental Support Line for the first 30 days, starting the date of delivery, for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial period, they do nothing and their membership automatically continues for just $49.00 per month billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give us a call within the 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. According to UPS, the consumer’s shipment was delivered on March 28, 2013, beginning the 30 day trial period for the Parental Support Service.
 
At Legacy Publishing Company, we do record all of our calls for Quality Assurance. Once we received the consumers complaint, the consumers Sales call was sent to our Quality Service Department for review.  After review, it was determined that all terms of the Parental Support Service were clearly stated and explained by the Sales Agent, and clearly agreed to by the consumer. In addition, after the consumer agreed to add the service to her order, the consumer asked the representative “Is that (the service) the only thing you are going to add?” The Sales Agent advised the consumer that yes, the service would be the only addition to her order and her total would remain at $24.00. The consumer accepted.  At no point during this call did the consumer decline to add the Parental Support Service to her order.  
 
This said, we would be more than happy to provide the consumer with a copy of the original March 21, 2013 Sales call.
 
Lastly, in addition to the terms being clearly stated, explained, and agreed to on the sales call, these terms were also reiterated in a full-page letter that was included with the consumers shipment.  This letter serves as a reminder that consumers have signed up for the service, it encourages consumers to use the service, and it conveniently includes the Customer Service telephone number with business hours for consumers to call if they wish to cancel the service.  We would also like to add that our company name, along with the Customer Service telephone number also appears on the consumer’s monthly credit card/bank statement.
 
Due to the fact that the Total Transformation Program Parental Support Service is a service based on access rather than usage, no refund is due. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The business' review of the sales call does not match my recollection of the events surrounding my order.  Please forward a copy of the audio record to me at ***********@gmail.com or via this complaint process, as is appropriate.  I cannot make a decision regarding acceptance of the business' response until I have had the opportunity to review the audio record, verify its authenticity and see if I agree with the conclusions they have come to. 

Business Response: Per the consumers request, a copy of the original March 21, 2013 Sales call was emailed to the consumers email address on September 16, 2013. This recording provides the explanation of the terms for the Parental Support Service, the consumer’s verbal agreements to add the Parental Support Service to the order, and the consumers agreements to the terms of the Parental Support Service.
 
If the consumer has any questions or concerns regarding the recording, we ask that she please contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am-5:00pm EST.

9/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the Total Transformation Program under the agreement that my purchase would be reimbursed after mailing a completed survey to Legacy Publishing Company. The survey is double sided, and upon calling to check the status of my refund, I was advised that 2 pages were missing. However, I made copies of the completed documents I returned and the reported 'blank' pages are most definitely included. In addition, because the survey is printed front to back, I questioned customer service how only one side of each page could be 'missing' when the other numbered side was reported as received. I sent the below email to Legacy Publishing, along with attached photographs from my survey. From: **** Sent: Tuesday, September 3, 2013 8:54 AM To: '***********************************' Subject: Attention ****#**** - *****#**** - ******#**** Importance: High Hello, Per my conversation with **** (#****) this morning, I was advised that pages 6 and 8 were reported 'missing' in my returned survey. I have attached a photograph of page 5/6 rolled over to expose a portion of page 7, as well as page 7/8 exposing page 9. As explained to ****, I am expecting to receive exact replicas of the way I have photographed the pages from my copied survey. Whomever has the hard copy of my completed survey, should be able to roll the page over to expose my handwriting on the consecutive pages. I have three concerns here: First, the initial response to my call was that "page 6 was missing". Then, after **** reviewed with her supervisor, I was advised that "page 6 and page 8" were missing. How could these results have changed in a matter of 5 minutes? Secondly, due to the survey being printed front to back, how is it that pages 6 and 8 could be missing and not pages 5 and 7? Lastly, in a situation where there is a $300 refund on the line, where does the accountability fall when Legacy Publishing is receiving 'scans' of the pages from a third party office in Maine? I am requesting this email be provided to ****, *****, and ****** right away. I am also requesting a return call or email from ****** directly, as this incident is contributing greatly to my dissatisfaction with the program. If it turns out that Legacy Publishing requires that I send an additional copy for review and my request for photographs is not granted, I will be seeking reimbursement for postage. **** **** ###-###-####

Desired Settlement: I expect a full refund without having to mail in a copy of the survey for a second time.

Business Response: After further review of the account, the consumer has been contacted and has agreed to send us the copies of pages 6 and 8 from her Total Transformation Feedback Survey. Once these pages are received and processed, a refund of $357.00 will be initiated.  We ask the consumer to please allow up to 10 business days from when her survey is processed for a refund to post to her account.

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased total transformation. They said if I fill out the survey and send it back they will issue a refund check. I have sent back the survey but have not received a check. I have tried to call customer service but I get the run around. Thank you.

Desired Settlement: What they promised a refund minus shipping and handling.

Business Response: According to our records, on March 3, 2013, the consumer placed an order, on our website, for the Total Transformation Program Feedback Survey promotion. Under the Total Transformation Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. After 30 days, the program is billed in three monthly installments of $109.00 each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey within 180 days, starting date of delivery.
 
The consumer’s completed Feedback Survey was received and processed on July 26, 2013. At that time, a refund of $327.00 was initiated to the credit card that was initially used to place the order. We ask that the consumers allow 3-10 business days for the credit to post to their account. At this time, we recommend the consumer contact their financial institution associated with the credit card used to purchase their program if they have not seen the credit on their statement.
 
Lastly, our records indicate that the consumer has never contacted our Customer Service department. If the consumer is unable to locate their refund, they may contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am-5:00pm EST for further assistance.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. On January 2, 2013 I called up to order the Total Transformation Program from the above. I was initially apprehensive as it was very expensive and I couldn't really afforded it, but the rep of course convinced me to buy it. He explained that I shouldn't be too concerned about the cost, as I will be fully refunded once I complete and return a survey which should be post marked within 180 days, of receipt. Upon hearing this I began to consider the purchase and eventually called back to purchase it. 2. The following deductions were made from my account: January 2, 2013 $144.95 January 30, 2013 $124.95 March 1, 2013 $124.95 A total of $394.85 3. Completing the survey was extremely time consuming, it required listening and implementing the content of the 7 CD's and 2 DVD's before being able to address each survey question. Each question required a written response. The survey contained over 80 questions and over 100 if you count the questions that were a part of the main question. Some were broken down into part so each question could have anything from 2 - 6 parts that needed addressing. I spent hours and hours completing this survey. I guess the company rely on this fact in itself to make there money, knowing that the average person would be put off would not take the time to complete the survey. However, I specifically took the time to do so, as couldn't really afford the initial cost of $394.85 to begin with, so was totally committed to completing the survey. 4. I called up around May time to ask when the deadline was to return the survey and they said that I had until 07/31/13. I sent the survey back on 06/28/2013. I made a copy of the survey and sent it with delivery confirmation, so I have validation as to when it was sent and a copy of the actual survey. Nevertheless, my survey was returned prior 07/31/13 and also within the 180 day time frame. 5. On August 1, I called Legacy Publishing, and they informed me that my survey was not completed, as I failed to complete part of a question on page 22 of the survey, so I was not eligible for a refund. I found this shocking as I know that I made sure that I addressed every question. I couldn't verify this at the time of the since I was at work and the survey was at home, so I said that if there was a missing questions I could address it and return it. They then said that I cannot as the deadline for retuning the form was 07/07/13. I said that this was not true, as when I last alled they told me that I had until 07/31/13. They assured me that they would check there recording. Given the situation I began to realize that it was a scam as no reasonable organisation would deem a survey disqualified because part of 1 question was incomplete given that there was between 80 -100 in total. It also baffles me that they had not reached out to me at any point after receiving my survey to notify me that my survey was incomplete. This seems very deliberate so that I would never be able to qualify for the refund. They have had my survey for the last month and never thought it best to notify me of their decision until I placed a call, it all seems very convenient, suspicious and bad business practice. 6. On August 2, i received an email from them that said that they had played the recording and the deadline given was July 7. I said well either way that's fine as I sent it on June 28. They said that the time has elapsed so it was not possible for me to complete the survey question that they require for the refund. 7. Over the weekend I fund my copy of the survey and reviewed the questions that they said that I had failed to complete. I have enclosed this for your records. After reviewing that question on my copy I was astonished to find how petty they were being. On question 2 of page 22 attached, they asked me to provide three examples of "Faulty Thinking" that my child exhibited, and I mentioned 2, as only 2 applied. Now for them to conclude that my survey is not complete as I only provided 2 examples is an absolutely SCAM. I say this because the survey consists of 80 -100 questions, that took me weeks to complete and they have the nerve to say that my survey is disqualified because I failed to provide three examples to two when only two applied to my child, out of the remained 79 completed questions that took weeks to finish. and totally abusive that that can get away with something like this.

Desired Settlement: They are totally out of line and demonstrates that it is a deliberate attempt to get out of refunding me. It is absolutely disgusting that they have allowed me to take hours and hours out of my time to provide them with feedback that will better help their research, and this is how they pay me back, its despicable and totally abusive that that can get away with something like this.

Business Response: The Total Transformation Program Feedback Survey promotion requires that surveys must be complete, with nothing left blank, in order for consumers to qualify for a full product price refund for the Total Transformation Program.  These terms are stated very clearly during the original Sales call and again on the Commonly Asked Questions insert that is included with each survey/shipment.  The insert states clearly that every question must be answered and that in situations where a question does not apply to a specific situation, one must explain, in detail, why the question(s) do not apply, rather than leave the question blank.  It also states that incomplete surveys are not eligible for a refund of any kind.
 
This Total Transformation Program Feedback Survey is a results based survey. Consumers are advised that as they go through the Total Transformation Program, they will be able to complete their feedback survey in approximately 30 minutes per lesson while learning the skills they need for their situation. The Lehman’s recommend that  in order to see the best results, consumers work through 1 lesson per week so that they have the ability to implement the action steps that are required with each lesson.  These action steps are specific directions to follow throughout the week ahead to help parents apply the information they have just learned to their family’s situation. It’s also recommended to listen to the audio lessons again one or two days after they’ve first review them, or at any time if they are feeling challenged or unsure, in order to help reinforce the new ideas they will be learning.  Ultimately, the pace in which the consumer chooses to complete the program is entirely up to the consumer.  Since we do understand that implementing the techniques in the program is a process and takes time, we give consumers 180 days, starting the date of delivery, to complete and postmark their feedback surveys.
 
Since we want to ensure accuracy and compliance, as part of our normal procedure, we sent the consumer’s original December 28, 2012 Sales call to our Quality Assurance Department for review.  During this review process, it was determined that there was a discrepancy during the Sales call.  As a result of this discrepancy, we have made an exception and are allowing a refund for the consumer’s Feedback Survey. 
 
We apologize for any inconvenience.  A refund of $357.00 plus tax was initiated on August 23, 2013. We ask that the consumer please allow 3-10 business days for the refund to post to their account.

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Total Transformation Program provided by Legacy Publishing Co. under the terms that I would be refunded the purchase price if I completed a survey about the program within 180 days. I completed the survey, all 33 pages of it, fully and completely, even more in depth than required and returned it within the allotted time frame, within 173 days to be exact. I received no word from the company about the receipt of the survey or any acknowledgment of refund of the purchase price or problems with the survey's completion. No word whatsoever. I waited the approximately 10 days required for refund to be processed and having not heard anything, called the company. I was given the "Oh, I'm so sorry but unfortunately the survey was incomplete and your time to return it has expired, so no refund will be coming." I further questioned what was "incomplete" and after several minutes on hold the person returned and said "the survey is missing pages, pages 21 & 22 to be exact......and since the time to return the survey is expired, there will be no refund...." I had to hang up to travel to where the survey copy was stored and when I called back the office was closed--at 1:15 in the afternoon my time since this nationwide company only keeps office hours on the east coast! I have to call back tomorrow but I want to file the complaint for my trouble and the dishonesty I have experienced this far. I am not sure I want to continue to deal with them directly on this without filing a complaint first. I kept a photocopy of the entire survey and have copies of those pages (21&22) in place, where they belong, (between page 20 & 23) from the original that was sent to the company within the required time frame as required for the purchase price refund. This is a blatant attempt to find a way to keep my money and refuse to process the refund due. I believe they-Legacy Publishing- actually removed the pages to create a reason to refuse refund. The survey pages were stapled together and I have a postal receipt for its delivery at the required address for refund before the expiration date. They are not disputing receipt of the survey, just completion of it which is impossible as I kept a copy that has all pages in it intact and they have the original. There is no way those pages were not in the original unless someone on their end after receiving it removed them! On a separate complaint, I would also like to complain about the marketing of this program WITH THE SURVEY REFUND OFFER to people OTHER THAN PARENTS OF TEENAGERS WITH SERIOUS BEHAVIOR ISSUES. I was led to believe the program would work just fine for young (under age 10) children who do not have major behavior issues which is true, it will work eventually but only to a limited extent and not within the parameters I was explicit about working under or for efficiently completing the survey. I was very clear about the type of child I was interested in using the program for and I was also clear that I was a grandmother, not the primary parent/caregiver and not in full-time contact with the child all issues that severely limited my use of the material. I was very clear with the sales person that I also might be interested in using the program material information in my work as a substance abuse counselor and was encouraged even more to "purchase" the program and how wonderful I would find the information in relation to my work plus my personal situation. I was strongly assured I would LOVE the material. This was the same sales person I talked to several times before taking on the contract to do the survey for a refund of the purchase price, and was given no reason to have reservations about being able to fully complete the survey on the basis of my situation. The survey completion was not explained beyond "answer questions after listening to each lesson" and was definitely not explained as something that needed "hands-on practice" with a child with "serious behavior problems" to be appropriately completed. The lessons and techniques in them are good sound information but not appropriate enough in my situation to make completion of the survey fully feasible or my purchase of the program worthwhile. It was a real marketing "stretch" to recommend this to me for the uses I had outlined in speaking to the sales representative and instead of arguing with the company about misrepresenting the product to me and asking for a refund at the point of receiving the materials (which was not an option under the contract), I opted to do the best I could to complete the survey to get the refund which is what I did. 1. The program is NOT intended for young children with minor behavior issues and while the techniques will work with extensive practice, they do not apply as well as to older teens with major problems and more mature self-insight. This fact was NOT addressed at all in the sales pitch, in fact it was completely avoided, 2. My particular situation, which I was completely candid about to the sales representative, was not appropriate for the survey completion process and I was "sold" something that would only marginally apply in its entirety and not really be applicable under the survey completion process. The sales pitch was completely dishonest in this regard. I believe I have done everything possible to comply with the contract under which I paid $329 for the program, filed the completed survey in its entirety within the allotted time-frame, have copies & mailing receipts to validate my compliance, and am owed the advertised refund. They have received all of the information in the survey which was what they intended to exchange for the purchase price, I paid up front as required, and now they are finding invalid reasons to refuse my refund.

Desired Settlement: I want the refund that is due me: $329 REGARDLESS of the "expired time frame" which they let intentionally expire or the "missing pages" which they intentionally removed or lost

Business Response: According to our records, on January 20, 2013, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program Feedback Survey promotion.
 
The Total Transformation Program, purchased under our Total Transformation Program Feedback Survey promotion, allows the consumer 180 days, starting the date of delivery, to complete and postmark a results-based Feedback Survey for a full product price refund for the Total Transformation Program.  In order for the survey to be considered complete, every question must be answered and nothing can be left blank. These terms are explained clearly on a Commonly Asked Questions sheet that is included with the consumers shipment.
 
The Total Transformation Program Feedback Survey promotion requires an upfront shipping and processing fee plus three monthly payments of $109.00 each.  During the consumers initial sales call on January 20, 2013, the consumer agreed to be billed the $19.00 shipping and processing fee. This fee was pre-authorized at the time of sale. The consumer also agreed to the three monthly payments of $109.00 each to be billed approximately 30, 60 and 90 days from the date of the initial order. The consumer was advised on the original Sales call that as soon as her completed survey was returned and processed, any Total Transformation Program payments made, minus the $19.00 shipping and processing charge, would be refunded back to the original method of payment within 8-10 business days, and any future payments would be cancelled. In return for the completed survey, the consumer is allowed to keep the program.  Once surveys have been processed by our survey processing department, whether they qualify for a refund or not,  an automated  email is triggered and sent to the consumer, as long as the consumer provided us with a valid email address at the time of order.  This email is a notification to let consumers know that the survey has been processed.  The email also states that if the consumer does not see a refund back to their original method of payment within 10 business days, they need to contact Customer Service.
 
On January 21, 2013, the consumer’s order was shipped via UPS, under tracking number, ******************.
 
On July 15, 2013 the consumer’s Feedback survey was received at our warehouse and scanned into our system.  While processing the consumer’s scanned Feedback survey, our Survey Department found that pages 22 and 23 were missing from the survey.  Due to the fact that there were missing pages on the survey, no refund was issued since the survey was considered incomplete.
 
On July 30, 2013, the consumer contacted our Customer Service Department to check on the status of her refund for the Total Transformation Program. The consumer was advised that due to the missing pages, no refund was initiated. The consumer was also advised that the 180 day time frame to complete the Feedback Survey had expired on July 23, 2013. The consumer expressed her frustration about not receiving her refund and disconnected the call.
 
On July 31, 2013, the consumer contacted our Customer Service Department again in regards to a refund for the Total Transformation Program. The Customer Service Representative advised the consumer that we had initiated a request for research to be done by our warehouse. This request was to verify if pages 22 and 23 were missing from her survey, or if there was a possible scanning error. When the consumer requested a supervisor, the Customer Service Representative put the consumer on hold to verify if there was a supervisor available. While the consumer was on hold, the consumer disconnected the call. The consumer called Customer Service again on July 31, 2013, and requested a supervisor. The consumer was transferred to a supervisor and the supervisor advised the consumer that we were doing further research to determine if there was an error with our warehouse.
 
On August 1, 2013, we received confirmation from our warehouse that there was a scanning error, and that pages 22 and 23 were, in fact, received with the consumer’s original Feedback Survey. Our Survey Department processed the consumer’s survey and initiated a refund of $327.00.
 
We accept full responsibility for this error and apologize for any inconvenience that this error may have caused the consumer. 
 
For clarification surrounding age appropriateness, the Total Transformation Program is designed for parents and/or guardians to learn more effective parenting skills by offering practical, real-world solutions dealing from minor problems to the most challenging problems they may face with a child. These problems include defiance, disrespect, lying and cursing, acting out in school, unmotivated behavior and more. The Total Transformation Program gives parents tools that teach children to take responsibility for their behaviors, regardless of whether they are 5 or 15. The program is suitable for parents and/or guardians with children of all ages.  We do add that parents and/or guardians with younger children, under the age of 5, should begin to see the results of many of the tools and techniques in the program immediately. As their children grow, they’ll see the added benefits of some of the more advanced features of the program. By the time an average child reaches the age of 5, he or she should have the ability to follow all of the concepts of the program. We understand that each child is different, and only the parent and/or guardian can know for sure what is right for their child.  Applying the tools and techniques of the program to younger children can be quite beneficial since it gives parents and/or guardians the opportunity to be proactive.  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The description of the circumstances as they outlined them is accurate with the exception of the facts surrounding the reason I had to contact the BBB to get the legitimate refund owed to me--that reason being the complete and absolutely total unwillingness of their customer service department to do anything to try and resolve the issue until I had gone through several reps, two lower level supervisors on several phone calls, numerous time on hold, and after several days made my way to the head of the customer service department.  She was the first person to acknowledge potential error on their part or to offer any solutions after about 5-6 hours of argument with others who flatly refused to consider the possibility of their having made a mistake.  The real problem here did not lie with any of the specifics of the issue, the mailing time-frames, the completion of the survey, or any of the particulars of the agreement to purchase and obtain the refund.  Both Legacy Publishing & myself complied completely with the parameters of the agreement until it came to the point of the refund.  Their customer service was totally tuned into selling the product ONLY and not to dealing with processing the refund. Their refund policy is very specific regarding returning the survey, but takes no responsibility about communicating regarding the returned survey and processing the refund except for customers to vaguely have to wait 10 days for processing the money. They were not willing to investigate anything since the "problem" I was calling about was being brought to light after the "return date" had passed, basically due to a lack of communication from them after the return of the survey.  This is what caused the "return date" to pass as I had to wait 10 days to see if the money would show up in my bank account, and that was how I would know everything was fine.  Once that time had passed with no refund, the "return date" had passed and they claimed there was nothing they could do about it anymore--it was too late!  Had anyone taken responsibility for acknowledging the problem or trying to resolve it, or even communicated about receiving the survey and not processing the refund, this complaint would never have been filed.  They have a great system set up with enough vagueness around the actual refund that gives them ample opportunity to find reasons to refuse giving customers their money back.  Legacy Publishing claimed they sent an e-mail to me about their receipt of the completed survey which did not happen.  There was absolutely no contact from them initiated by them once I mailed the survey--not in my e-mail, junk mail, or deleted mail anywhere around the date they claimed it was sent. I had to check with the USPS tracking service to obtain proof the survey was received by them and on what date it was signed for. None of their lower level customer service reps or supervisors were willing to even consider the possibility there was an error on their part and it was only when a discrepancy occurred regarding which pages were actually missing and I pursued arguing about that, did I even find out the survey was scanned in to a computer system where an error could have taken place. Had they been customer service friendly in any way to seek out resolutions or investigate what I was asserting, there would not have been a complaint to the BBB. The only way I was able to get anywhere with talking to them was to ask numerous questions over and over about how my survey could have left my hands complete and arrived in their hands with two missing pages with no one even remotely willing to consider it could have happened.  Except for them creating a discrepancy about which numbered pages were actually missing (they at first said pages 22 & 23; then changed it to say 21 & 22) and my pursuing that discrepancy, I would have never been able to obtain any information at all that eventually led to my figuring out they had made an error in scanning the survey in.  Only when one of the reps I talked to who tried to answer my questions about which pages were actually missing, off-handed said something about wondering why there were two copies of a particular page and none of the next page.......and that is how I learned the survey had been scanned upon arrival.  That fact and the potential for error on their part was very carefully covered up. I had a complete copy of the survey that included the missing pages in their correct order.  The survey had been copied and stapled together in my home office and placed directly into a USPS mailer and sealed.  There was no way the two pages were not received by them in their place in the original completed and stapled survey as they were the next individuals to touch the original after its arrival, signed by them on the tracking receipt. Eventually, after all this drama, the head of the customer service department agreed to process the refund and had me send copies of the missing pages directly to her.  Subsequently, three weeks late, I received my refund.  It could all have been avoided had the customer service department been willing to be customer friendly instead of devoted only to finding ways to refuse the refund. As to the age appropriateness of the program, I agree with what they have stated about utilizing it with younger children to prevent the extreme behavior issues of later years, however my complaint was not about that fact.  I have a Masters Degree in Clinical Psychology and am currently retired, working very part-time as a counselor in my profession.  When considering this purchase I discussed this at length with the sales person on the phone and about my wanting to also utilize the information with my young (under age 10) grandchildren.  I was assured it would be wonderfully helpful which is true, HOWEVER, he knew I was only interested in completing the SURVEY to obtain the program as I could not afford to pay for it.  MY SITUATION was TOTALLY INAPPROPRIATE FOR THE SURVEY PROGRAM. While using the program with younger children is appropriate but over a long-term time-frame, THE SURVEY is directed at more severe behavioral issues with older children and parents looking for immediate results to resolve behavior problems, NOT training younger children.  I was also very clear about how much I was able to use the techniques with my grandchildren due to logistical issues, and this fact was completely overlooked by the sales person as the survey really required daily constant contact and implementation of the techniques with the children.  I could see all of this immediately after I received the materials but chose to complete the process instead of arguing about the misleading sales practices for my particular situation.  Please note I had several conversations with the same sales rep before purchasing and entering into this agreement.  It was especially troubling to be treated the way I was over the refund after everything was said and done.  I would never have complained about the "age appropriateness" of the survey process except for my particular situation, feeling I was given a pressured sales pitch up front for a product that was not applicable for my situation, and then having to fight long and hard to get them to follow through and give me my money back after I did everything I was supposed to do. 

Business Response: We certainly apologize for any inconvenience that the consumer experienced through this process.  As we have previously stated, we accept full responsibility for the error surrounding the consumer’s Feedback Survey and would like to point out the fact that the consumer did receive a full product price of $327.00 on August 5, 2013.

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear BBB: I would like to enter a complaint against : TOTAL TRANSFORMATION Child-parenting help book. phone ###-###-####. This company advertises free book on AM radio many times every day . The phone operator asks for personal information, "FREE" is emphasized. At the end of the operators talk he tells the customer that it will cost $13 for mailing .  Sincerely  ***** *******

Desired Settlement: Unspecified

Business Response: We apologize for any misunderstanding regarding our advertising.  For clarity, our ads state “call now to find out how to receive the Total Transformation Program for free”.  When a consumer contacts our Customer Engagement Center, they are advised that the Total Transformation Feedback Survey offer features a full product price refund in exchange for a completed survey returned within the allotted time period. An agreement to these terms must be received from the consumer in order for the order to be submitted for processing.  When consumers contact our Customer Engagement Center, they are offered a choice of 2 payment options. The first option is a delayed, 3 payment option, which requires only the shipping and processing fee to be billed at the time of purchase.  At approximately 30, 60 and 90 days from the original purchase date, the consumer is then billed 3 monthly investments of $119.00 each. With this 3 payment option, consumers are allowed 180 days, starting the date of delivery, to complete and postmark their Total Transformation Program Feedback Survey. The second option is a one payment option of $299.00 which requires the consumer to pay $299.00 plus a shipping and processing fee at time of purchase.  With this payment option, consumers are allowed 360 days, starting the date of delivery, to complete and postmark their Total Transformation Program Feedback Survey. With either option, as long as the consumer completes and postmarks their Total Transformation Program Feedback Survey within the allotted time period, the consumer is eligible for a full refund of the product price less shipping and processing.  In exchange for the completed survey , the consumer is allowed to keep the Total Transformation Program.

8/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Total Transformation program from Legacy Publishing. The program itself is good; I have no grievances with the program. I do have an issue with their billing practice regarding their counseling support line service charge ($49/month). When I called to cancel the service and request refund; I was informed that although I never used their service, it is like a cable bill and that usage is irrelevant. I believe this practice may be legal, it is dubious at best. It damages the credibility of the whole Total Transformation program. Legacy Publishing did refund three payments but, refused to refund the five earlier charges. It is easy to tell from my conversation with their customer service representatives that they’re quite use to dealing with complaints regarding this practice. You can tell this by both the customer service representative and his supervisor used the same scripted analogies throughout our conversation.

Business Response: According to our records, on November 19, 2012, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program and our Parental Support Service.  The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the consumers shipment. According to UPS tracking number ******************, the consumers shipment was delivered on November 26, 2012, starting the consumers 30 day trial for the Parental Support Service. The 30 day trial ended on December 24, 2012.  The first $49.00 monthly Support Service fee was billed on December 28, 2012.   The consumer called our Customer Service Department on August 6, 2013 to inquire about a $49.00 charge on his account. The Customer Service Representative reiterated the terms of the Parental Support Service to the consumer and as a courtesy, issued a refund for the most recent charge of $49.00 that had billed on August 2, 2013.  The Representative also cancelled the service going forward, per the consumer’s request. The consumer made a second call on August 6, 2013 to express his frustration with the billing terms for the Parental Support Service. The Customer Service Representative further explained the terms of the Parental Support Service and also explained that these terms would have been explained and agreed to on the initial November 19, 2012 sales call.  As a courtesy, the Customer Service Representative issued a second refund of $49.00 for the Parental Support Service. The consumer was not satisfied and requested to speak with a Supervisor. The Supervisor advised the consumer that the Parental Support Service bills as an access fee and not as a usage fee, however, as a courtesy, the Supervisor issued a third, and final, refund of $49.00. As part of our normal procedure, our Quality Assurance Department reviewed the consumer’s original Sales call from November 19, 2012 for compliance. After review, the Quality Assurance Department found that the terms for the Parental Support Service were explained properly and clearly by the Sales Agent and agreed to by the consumer.   In response to the claim being made by the consumer regarding that agents are “quite use to dealing with complaints regarding this practice”, all of our Customer Service Representatives are thoroughly trained in our company policies and procedures.  They are highly knowledgeable in all terms of offers and/or services. Due to the fact that Legacy Publishing Company does not make exceptions to these terms and/or policies, there are no variations to the explanation of terms and/or polices. At this time, no further refund is due for the Parental Support Service.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

While I thoroughly understand that Legacy Publishing and The Total Transformation Program may have legally taken money without rendering service; it is unethical.  In addition, The Total Transformation Program is not as concerned about assisting parents or their business reputation as they are about their profits.  I went from someone who would have highly encouraged their product, to someone who will definately inform anyone that their business operates on a buyer beware basis and takes advantage of parents who are struggling to deal with difficult times in their family life.

Business Response: We certainly apologize for any misunderstanding in regards to the billing for the Total Transformation Program Parental Support Service.  As stated previously, all of our calls are recorded for Quality Assurance. It was determined by the Quality Assurance Team that all terms of the Parental Support Service were clearly stated and explained by the Sales Agent, and clearly agreed to by the consumer.  Upon request, we would be more than happy to provide the consumer a copy of the original November 19, 2012 Sales call.   Lastly, in addition to the terms being clearly stated, explained, and agreed to on the sales call, these terms were also reiterated in a full-page letter that was included with the consumers shipment.  This letter serves as a reminder that consumers have signed up for the service, it encourages consumers to use the service, and it conveniently includes the Customer Service telephone number with business hours for consumers to call if they wish to cancel the service.  We would also like to add that our company name, along with the Customer Service telephone number, also appears on the consumer’s monthly credit card/bank statement.   Due to the fact that the Total Transformation Program Parental Support Service is a service based on access rather than usage, no further refund is due. 

8/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I noticed a charge on my debit card to Legacy Publishing for $109.00 on 07/30/2013. I had ordered a book on having a child with substance abuse issues for $19.00 on 06/25/2013. Apparently I inadvertently agreed to pay 3 payments of $109.00 since I did not return the product within 30 days of receiving it. Upon reviewing the website I did see that there is a disclaimer to this effect. Since I ordered from my mobile device it was not clearly evident that I was agreeing to these terms. As soon as I saw the charge I called customer service and spoke with ***** who informed me that I was not eligible to return the product since the 30 day period had expired and that I should have been more careful as the information is outlined on the website and on the packing list. When I received the "book" it had a bunch of CD's with it. The book was not very useful so I put it away and wrote it off to it being only $19.00 so I didn't think much of it. I repeatedly asked how I could return the product and was told repeatedly it was not eligible for return. I asked to speak to a supervisor and was given the voice mail of ******* and was told I would be called back within 24 hours. When I did speak to ******* she told me the same thing, I was not eligible for return. I mentioned that their site says 100% satisfaction guaranteed and that I was far from 100% satisfied. She did not relent so I asked to speak to her supervisor, ******. I spoke at length to ****** and told her there must be some kind of compromise. The product was unused, unwanted and I would gladly pay a fee for my mistake. I told ****** that I thought their site was intentionally misleading and that their should be a check box or some reminder of what you are about to agree to, something other than some random verbiage on the webpage. When ****** would not agree to settle with me, I asked to speak to her supervisor and she told me that it begins and ends with her, however, she would ask her manager to call me. To date I have not heard back from anyone. Based on the other complaints I see on this site, I am not the first and won't be the last to be completed dissatisfied with the way Legacy Publishing operates. I find their practices to be misleading, how can you offer 100% satisfaction guarantee if the customer is not satisfied? I have a brand new product, in the original box that should have some value to them shouldn't it? Because I may have missed my opportunity to return the product by 1 or 2 days? From what I have read from other dissatisfied customers the return process is no cake walk either.

Desired Settlement: I would like to be able to return these CD's which have never been used. I would accept a penalty for exceeding the return time. I also believe this company needs to add a check box that the consumer must check before ordering that will clearly advise them of all the charges they are agreeing to. I believe that this company intentionally does not have this feature in an effort to hook consumers who may not read their entire web page before ordering. Why else would they offer NO opportunity to return the product. What are they hiding? If they stand behind their product then why not allow consumers to return it for a refund a partial refund or a credit at a minimum?

Business Response: According to our records, on June 22, 2013, the consumer visited our Empowering Parents website where he placed an order for the Life Over the Influence Program free trial offer. This offer is backed by a 30-day guarantee. The terms on the website state clearly “Try the program free for 30 days*”.  The terms go on to state “*The program is completely confidential and it's guaranteed to work for you or your money back.  In this special offer, we invite you to check out a brand new copy of the complete program and try it at home for a month. You'll pay only $19.00 for shipping and handling ($25 to Canadian destinations). If you're not completely satisfied, just return the program within 30 days. (Shipping and handling charges are non-refundable.) If, and only if, you decide to keep the Life Over the Influence program after the completion of the 30-Day Free Program Trial, the cost is 3 convenient monthly payments of $109.00 billed to the credit card originally submitted for the shipping & handling fee.” These terms are also again clearly stated on the packing slip that is included with the consumers shipment.  
 
According to the UPS tracking information, **************************, the consumers shipment was delivered to their shipping address on June 28, 2013. Per the terms of the 30-day guarantee, June 28, 2013 was the first day of the 30-day free trial/guarantee period making July 28, 2013 the last day to return the product. Since the product was not returned (postmarked on or before July 28, 2013) and there was no contact made to request return authorization, the first monthly installment of $109.00 for the program charged on July 30, 2013.
 
On July 30, 2013, the consumer called our Customer Service Department to inquire about the $109 charge that billed on July 30, 2013.  The Customer Service Representative restated the terms of the offer, advising the consumer that this charge was the first of three monthly installments for the Life Over the Influence Program. The consumer expressed his dissatisfaction with the terms of the Life Over the Influence Program offer. In an attempt to help alleviate any billing concerns, the Customer Service Representative offered to split the remaining payments of  $109.00 each. The consumer declined and requested to speak with a supervisor. The Customer Service Representative advised the consumer that the supervisor was unavailable at that time and transferred the call to the supervisors voicemail for a callback within 24 to 48 hours.
 
The Customer Service Supervisor returned the consumer’s call on July 30, 2013. The consumer was not available to take the call at that time and advised the Supervisor that he would call back.
 
On July 31, 2013, the consumer called Customer Service to speak with the Supervisor. The Supervisor advised the consumer that due to our company policy and the fact that the consumer’s guarantee period ended on July 28, 2013, a return of the product would not be an option.  The consumer requested an exception be made and requested to speak with another Supervisor. The consumer was transferred to the Head Supervisor. The consumer expressed his frustration and dissatisfaction with our company policy.  The Head Supervisor advised that consumer that Legacy Publishing Company has established policies and procedures for review and based on the circumstances, an exception would not be made in this situation. The consumer was still not satisfied so the Head Supervisor advised the consumer that she would review the account with management and call the consumer back.
 
After further review of the account by management, it was determined that no exception would be made. The Head Supervisor contacted the consumer on August 6, 2013 to advise that an exception would not be made for the consumer.  If the consumer would like to take advantage of the split payment option that was offered previously, they are welcome to contact Customer Service.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I reject the response submitted by Legacy Publishing. I do not deny that I was offered to have my payments split but how is that solving the problem of not being satisfied with the product? I submit again that this offer is designed specifically to lure trusting consumers into a trap of buying a program they inadvertantly ordered. Noted there is a message on the website that outlines the 30 day trial period but no where in the order process are you reminded that you are agreeing to these terms. In fact by merely ordering the bait, a $19 book, no where in the remainder of the checkout process are you told that you are agreeing to this. (Please see attached) Why can't there be a reminder or a checkbox that tells the consumer that by placing this order you are agreeing to the terms of the agreement like every other  online retailer? I submit that this company does this intentionally and I base this not just on the nature of my experience but on the volume of other similar complaint on the BBB website. It should also be noted that the day I filed my complaint with BBB, I magically recieved a call from ****** with Legacy telling me she had spoken with her manager and that she was sorry but there was no opportunity for me to recieve a refund. I asked to speak to this manager but they do not take calls from consumers so I was told I could send an email to service@legacypublishing.com and that management would read it. I have been told repeatedly that if an exception is made for me they would have to make if for everyone. It appears that Legacy does not stand behind the products they sell.

Business Response: We apologize for any misunderstanding that the consumer may have experienced when purchasing this product on our website.  The fact is, all terms and billings are clearly stated on our website for the Life Over the Influence Program.  We have attached a screenshot of the terms for the Life Over the Influence Program from our website.  Also, as a follow up reminder, these terms are reiterated on a packing slip that was enclosed with the consumers shipment.  The terms from the packing slip state “YOUR SATISFACTION IS GUARANTEED. You have received the Life Over the Influence course to evaluate for 30 days, paying only the Shipping and Handling at this time. This product is eligible for return within the initial 30 day trial period only, (30 days from the delivery date). No returns will be accepted after that time. If you do not return the course, your card will be charged $109.00 at 37 days, 67 days and 97 days from the original order date, for three additional charges totaling $327.00.

To contact Customer Service or to receive return authorization call 1-800-460-2235 Monday through Friday from 8:30am-5:00pm Eastern Time. No return will be accepted without a return authorization number clearly printed on the outside of the package. The charge will appear on your credit card statement as Legacy Publishing Company.”   When placing an order on a website, it is the consumer’s responsibility to ensure that all terms and conditions are read fully, and understood thoroughly, prior to making a purchase.   In regards to the consumer’s complaint that an exception will not be made; Legacy Publishing Company does have established policies and procedures for use in reviewing all product return requests. These policies are consistent with those standard to our industry and do contain a margin for exception review. Fair and consistent application of these policies and procedures ensures that all customers are treated equally and that exceptions, if and when made, also have specific guidelines to ensure consistency.  

Again, we apologize for any misunderstanding.  Unfortunately, after review of the consumers request, it has been determined that the consumers circumstances do not warrant a return or refund for the Life Over the Influence Program.

8/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a retired teacher working part time and was told this product would benefit my class discipline. I am not returning back to school because of health problems. I would like a refund of this product. I am also a retired veteran living on a set income and cannot afford the $437.00 charge.

Desired Settlement: This product is new and unopened and I requested a refund. They are denying me the refund unless I try the product and complete a survey within the next 360 days.

Business Response: Legacy Publishing Company does have established policies and procedures for use in reviewing all product refund and return requests.  These policies are consistent with those standard to our industry and do contain a margin for exception review.  Fair and consistent application of these policies and procedures ensures that all customers are treated equally and that exceptions, if and when made, also have specific guidelines to ensure consistency.  The initial stage of this review involves a thorough evaluation of the original Sales call to determine that all terms and conditions are explained clearly and properly, and that the consumer agrees to all of these terms and conditions.    After our initial review of this particular Sales call, it was determined that there was a discrepancy in a portion of the call where the Total Transformation Feedback Survey terms were not read and/or explained properly.  This said, we will allow a return of the Total Transformation Program.     We certainly apologize for any inconvenience and/or frustration that this issue may have caused the consumer and would ask that the consumer contacts Customer Service anytime Monday-Friday from 8:30am-5pm Eastern Time at ************** for return instructions.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the total transformation kit to use on my grandsons who lived only a mile away from me. Within the first month of receiving the material, 2 unseen events happened in my life. My daughter and her family moved back east and my best friend of 20 years was diagnosed with stage 4 breast cancer. How was I going to use this information on the children when they are now thousands of miles away? MY friend with the stage 4 cancer does not have that long to live and I wanted to focus my attention and time on her. I was very busy taking her to all her doctors and chemotheraphy appointments. She didn't have anyone to help clean or cook for her so i took on the role. Taking on this kind of responsibility and trying to keep up with your own was very exhausting mentally and physically for me!! I called the publishing company and explained the situation to them and told them that I was sending the material back to them unopened and I did. They received the kit back and still charged me for it. I called and told them what had happened and they said there was nothing they could do because I did not send in the report requested. They were not even trying to be understanding about my situation. I think it's not right or legal to charge someone for a product and be able to keep the product also.

Desired Settlement: I want a win win situation for both the company and I. What I would like to see happen is 2 things. 1. refund credit to my credit card or send me back the material and give me the chance to give them the report the requested so I can keep the product for free. My grand children are still back east but I now have a girlfriend who has a 6 year old girl who lives with her father and lets her get away with everything. She does not listen to her mother, gets violent at times and just gets away with murder. My girlfriend needs HELP NOW! I think or should I say PRAY that THE TOTAL TRANSFORMATION can help. She is a good subject and would make a interesting report.

Business Response: According to our records, on January 3, 2011, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program, the Total Focus Program and our Parental Support Service.
 
The Total Transformation Program was purchased under our Total Transformation Program Feedback Survey promotion. With this promotion, the cost of the program is three monthly payments of $109.00 each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey. Consumers are allowed 90 days to complete this Feedback Survey, starting the date of delivery. The results-based survey requires that every question is answered in order to be considered complete.
 
During the initial sales call on January 3, 2011, the consumer agreed to be billed a $19.00 shipping and processing fee along with the first product installment payment of $109.00, totaling $128.00. The consumer also agreed to the two additional monthly payments of $109.00 each to be billed approximately 30 and 60 days from the initial order date. As the consumer was advised on the original Sales call, as soon as the survey is returned and processed, any Total Transformation Program investments made minus the $19 shipping and processing charge are refunded to the consumer’s credit card within 8-10 business days, and any future payments are cancelled.  In return for the completed survey, the consumer is allowed to keep the program.
 
During the initial January 3, 2011 sales call, the consumer agreed to add The Total Focus Program to the order. The Total Focus Program is backed by a 60 day guarantee period, starting the date of delivery. If no call is made within the 60 day trial period, the cost of the program is $109.00. The consumer agreed to the $109.00 charge, to be billed approximately 90 days from the date of the initial order.
 
The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial period, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the consumers shipment.
 
On March 11, 2011, we received and processed the consumer’s unauthorized return. At that time, the Total Transformation Program was not eligible for a return and due to the fact that we did not receive a completed survey, per the agreement made on the initial Sales call, no refund was issued. The Total Focus Program was returned within the 60 day guarantee period so the one future payment of $109.00 for The Total Focus Program was cancelled.  The Parental Support Service was also cancelled at that time.
 
On April 21, 2011, the consumer contacted our Customer Service Department to question why she had not received a refund for the returned programs. The Customer Service Representative advised the consumer that when the Total Transformation Program was returned, it was not eligible for a refund, due to it being ordered under the Feedback Survey promotion. The representative advised the consumer that the only way to receive a refund of the product price for The Total Transformation Program was to complete and postmark the Feedback Survey within the 90 day period, which started date of delivery. The representative did offer to reship the program back to the consumer for a $19.00 nonrefundable shipping and processing fee. Unfortunately, the consumer was not willing to accept this option.  The representative then advised that an appeal could be submitted to our Appeals Department to determine if an exception could be made. The representative provided this information however an appeal was never received from the consumer.  
 
On April 27, 2011 and June 29, 2011, we received and responded to disputes received from the consumer’s credit card company.
 
At this time, we would  be happy to ship the product back to the consumer, however the consumer will have to contact Customer Service to set up the $19.00 nonrefundable shipping and processing fee. Due to the fact that this order was placed over two years ago, the consumer is no longer eligible for a refund or an appeal.
 

7/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: the advertisement states clearly, the product is free, and when I called to order this it was $19.00 for s&h and then they started adding more charges, $119.00 x 3 months and $5 a month for phone conferences as a trial basis and then the price was to increase substancially I called this company back after thinking this over and they refused to do anything about it. They claim it has already shipped and they can't do anything to stop it. It has't been three days since I placed the order, what happened to the three day cancellation policy when placing an order? As soon as I placed this order the $19.00 was taken from my checking account, if they can work this fast on their end for the money why can't they do everything else that fast. They are refusing to refund the charges, stating they are s&h. I've talked with three people at this company on 6/14/2013 and none of them would correct this situation. The order was placed on 6/12/2013 which is within my three day cancellation right.

Desired Settlement: I want my account credited for the total amount of $24.00 immediately and somthing done about their false advertisement of this being toatally free. This is being advertised on the radio and the tv that it is totally free, all they want is a report on how it worked for you.

Business Response: According to our records, on June 12, 2013, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program under the Feedback Survey Promotion, the Calm Parent Program and the Parental Support Service.
 
Under this Total Transformation Program Feedback Survey Promotion, the consumer pays the cost of shipping and processing up front, and then agrees to pay three monthly payments of $119.00 each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey. Consumers are allowed 180 days to complete this Feedback Survey, starting date of delivery.

During the initial June 12, 2013 sales call, the consumer agreed to be billed the $19.00 shipping and processing fee. The $19.00 shipping and processing fee was pre-authorized at the time of sale. The consumer also agreed to the three monthly payments of $119.00 to be billed approximately 30, 60 and 90 days from the date of the initial order. As the consumer was advised on the original Sales call, as soon as the survey is returned and processed, any Total Transformation Program investments made minus the $19 shipping and processing charge are refunded and any future payments are cancelled.  In turn, the consumer is able keep the program.
 
During the initial June 12, 2013 sales call, the consumer agreed to add The Calm Parent Program to the order. The Calm Parent Program is backed by a 60-day free trial/guarantee period, starting the date of delivery. If no call is made within the 60 day trial period, the cost of the program is $119.00. The consumer agreed to the $119.00 charge, to be billed approximately 120 days from the date of the initial order.
 
The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $5.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $59.00 per month, billed to the same card they used to place the order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue.
 
At the time of order, the consumer’s order pre-authorized for the $19.00 shipping and processing fee plus the $5.00 Parental Support Service trial fee. The order was charged and shipped June 13, 2013, under UPS tracking number, ******************.
 
On June 14, 2013, the consumer contacted Customer Service and requested to cancel their entire order. The Customer Service Representative advised the consumer the package had already shipped and we were unable to cancel the order. The representative advised the consumer to contact Customer Service once she received the package for additional assistance.
 
The same day, the consumer contacted Customer Service and requested again to cancel the order. The representative advised the order had shipped and as stated before, we were unable to cancel. The consumer stated she was concerned about being able to afford the program and the representative advised we would be willing to make payment arrangements once her package was received. The consumer declined and requested a supervisor. The supervisor advised the consumer that due to the fact that the order had already shipped, we were unable to make any changes to her order, including cancellation. The supervisor advised the consumer that once the package was received, the consumer could call Customer Service to receive return authorization and return the product for a refund of the product price paid, however, the $19.00 shipping and processing fee was non-refundable. The consumer then requested to speak with the head supervisor. The head supervisor was unavailable at that time so rather than be transferred to voicemail, the consumer stated she would call at a later date.
 
Per UPS, the shipment was delivered on June 18, 2013 and the consumer refused the shipment on June 19, 2013. Due to the shipment being refused, we have opened a return merchandise authorization. Once the shipment has been received and processed at our warehouse, a refund of $5.00 for the Parental Support Service trial access fee will be issued and all future payments on the account will be cancelled. The $19.00 shipping and processing fee is non-refundable.
 
To address the consumers concern regarding a 3-day cancellation policy, this 3-day cancellation policy is  a Federal Law called the 3-Day Cooling Off Rule.  Unfortunately, this rule does not apply to orders placed by phone.

7/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Total Transformation Program from this company for $300 in January 2013. Payment terms were 100 a month for 3 months. I noticed on my credit card today that they have billed me an extra $49 a month since January for a total of $343. I called the company today and they said that there was a button on the web page that I ordered the program through that included 1 free month of counseling services and that if I did not cancel they would bill me. I did not consciously click this button and they have billed me $49 a month since January for a total of $343. They said they would return my last payment but would not return the other $49 payments for a total of $294 because I clicked a button on their web site without consciously knowing what I did. I did not want this counseling service and I did not use this counseling service one single time. I do not monitor my credit card transactions each month because I believe that I only deal with reputable companies but I guess not. I believe the company should reimburse me for all of the charges to my credit card which would be $294.

Desired Settlement: I would like this company to reimburse me the $294 for services I never used and they should discontinue this type of unethical business practice to elderly people as myself and others.

Business Response: According to our records, on December 18, 2012, the consumer visited our website where he placed an order for the Total Transformation Program free trial offer and the Parental Support Service.  Under the 30 day free trial offer for the Total Transformation Program, the consumer has 30 days, starting the date of delivery, to review the program, paying only the shipping and processing fees to receive the product. If no call is made to Customer Service to request return authorization within the 30-day free trial/guarantee period, the cost of the program is three monthly payments of $109.00, billed approximately 37, 67 and 97 days from the date of the original order.
 
At the time of order, the terms for the Parental Support Service were clearly provided with the option for the consumer to accept or decline this service. These terms are also sent in writing on a full-page insert that is included with the shipment. These terms state clearly that “Your first 30 days of Full Access is only $1.00, billed to the same credit card you used to purchase the Total Transformation Program. Ongoing access is just $49 a month, automatically billed to your credit card each month. Remember, you may discontinue your Parental Support Line access at any time simply by calling our customer service center at 1-800-460-2230.” The $1.00 trial fee pays for 30 days of access starting the date of delivery. If no call is made to cancel the Parental Support Service within the first 30 days, the Parental Support Service begins billing at $49.00 per month, whether the service is used or not, until a request is made by the consumer to cancel the service. Again, these terms are clearly explained on the website and on a full page letter that was included with the consumer’s shipment.
 
The consumer called Customer Service on July 3, 2013 to inquire about a $49.00 charge on his account. The Customer Service Representative explained the terms for the Parental Support Service.  The consumer requested a full refund for the Parental Support Service charges.  As a courtesy, the representative issued a refund for the most recent $49.00 charge and cancelled the service.  Due to the fact that the terms are clearly explained on the website and the fact that the service bills based on access and not usage, no further refund was due.

We apologize for any misunderstanding.  At this time, no further refund is due for the Parental Support Service

6/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Legacy Publishing's advertising suggests 'marvelous transformations' in a child's behavior... It also offers a conditional promise that 'IF NOT FULLY SATISFIED or THE PROGRAM DOESN"T WORK'... then, complete an enclosed 'survey' to receive a full refund. It doesn't make CLEAR that the 'SURVEY' can not be completed without completing the program. Instead, the ad implies that if one is not satisfied, they can complete a survey and return the program for a full refund. However, the offer of a refund is CONTINGENT upon completing a 30 page survey; a survey that can not be completed until the course is completed. That is not a promise for a refund based on satisfaction... as implied. I personally talked with their staff before purchasing the program... I wanted to be sure the program was adequate for children of all ages and broken family situations with split custody issues. I was assured that the program covered such issues. However, this program fails to fully address 'split custody' or 'broken family' issues. The program should make it clear that both parents must participate for the program to work properly. This program was purchased for a child who is no longer able to proper participate in the program... due to split custody problems. I notified Legacy of these issues when I received and reviewed the program... in Feb 2013. I also requested to cancel at that time. They told me to complete the 'survey' and they would refund any payments made, less postage and handling. However, they knew that the 'survey' could not be completed until the program was completed and that no refund would be made until after the survey was completed and received. At that time (Feb 2013) I requested Legacy to 'stop' any ACH payments on my checking account. They ignored my requests and continue to bill my checking account; even though these accounts has been in dispute, since their delivery. The 'Calm Parent Program', was sold as an accompanying program with the Total Transformation Program... at $49 dollars per month for three months. I also cancelled this program at the same time I cancelled the Total Transformation Program, but they continue to debit my checking account for it also... to my knowledge no survey is required to cancel this program. Legacy's advertising and disclosures do not provide the ESSENTIAL REQUIREMENTS needed to make an informed purchase prior to the sale. The requirements for a refund of purchase INCLUDE more than a survey... This is not adequately disclosed until 'AFTER the sale. The program is misrepresented as being suitable for all families and troubled children... however, that is not the case. Split Custody and divorced parent issues are not properly addressed. The child this program was purchased for is no longer able to properly participate due to 'split custody' and parental issues. I hope that Legacy Publishing will favorably consider my request for a refund of all payments made and in their possession. I will gladly complete the 'survey' to the fullest extent possible.

Desired Settlement: Refund all payments made.

Business Response:

According to our records, on January 22, 2013, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program under the Feedback Survey Promotion, the Calm Parent Program and the Parental Support Service.  

Under this Total Transformation Program Feedback Survey Promotion, the consumer pays the cost of shipping and processing  up front, and then agrees to pay three monthly payments of $119.00 each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey. Consumers are allowed 180 days to complete this Feedback Survey, starting the date of delivery. The results-based survey requires that every question is answered in order to be considered complete. At the time of sale, the consumer was offered to purchase a 6 month extension for the Feedback Survey. By agreeing to this 6 month extension, there is a non-refundable $16.00 fee added to each installment payment for the Total Transformation Program, making each installment payment $135.00.

During the initial January 22, 2013 sales call, the consumer agreed to be billed the $19.00 shipping and processing fee. The consumer also agreed to the three monthly payments of $135.00 to be billed approximately 37, 67 and 97 days from the date of the initial order. With this offer, depending on how soon the Feedback Survey is returned and processed, any installment payments (less the three $16.00 non-refundable Feedback Survey extension fees) that have billed for the Total Transformation Program would be fully refunded in exchange for the completed, results-based Feedback Survey. Once the completed, results based Feedback Survey is received, as long as it is postmarked within 365 days, starting the date of delivery, a full refund of the product price that has been billed is processed to the consumer’s credit card within 8-10 business days. Also, any payments that have not billed would be cancelled at that time.

The Calm Parent Program is backed by a 60-day free trial/guarantee period, starting the date of delivery. The trial period for the Calm Parent Program ended on March 25, 2013. If no call is made within the 60 day trial period, the cost of the program is $119.00, charged approximately 120 days from the date of the initial order.  These terms were also agreed to by the consumer at the time of purchase, as well as followed up on the consumers packing slip that was included with the shipment.

The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30-day trial, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days from the date of delivery and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the first 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue. These terms are also reiterated in a full-page letter that was included with the shipment.

On April 16, 2013, the consumer called our Customer Service Department to cancel the Parental Support Service due to not using the program. The Parental Support Service was cancelled per the consumers request.  Also during this call, the consumer advised the representative that she had returned the program in January, however she sent the package without tracking.  After some research by the Customer Service Representative, the representative advised the consumer that there was no record of the package being received by our warehouse. At this time, the representative recommended that the consumer go back to her post office to see if they could provide her with confirmation and/or proof that the package was returned to Legacy Publishing Company.  

Our warehouse was contacted again, they researched their records and found that no return was received from the consumer at any point.

As part of normal procedure, our Quality Assurance Department reviewed the original January 22, 2013 sales call for compliance. They found that the terms for the Total Transformation Program and the Calm Parent Program were explained properly and clearly by the sales agent and agreed to by the consumer.

On June 4, 2013, the consumer contacted our Customer Service department to inquire as to why we have a recovery team attempting to collect payment on her account. The Customer Service Representative advised the consumer that the payment due was for the Calm Parent Program. The consumer stated that she felt the program was not applicable for a 4 year old and would not be paying for the Calm Parent Program.  She also requested a refund for the Total Transformation Program. The representative advised the consumer that due to the fact that the consumer’s Feedback Survey has never been completed and received, and due to the fact that the consumer submitted disputes with her financial institution for all three payments for the Total Transformation Program, no refund was due.  At this time, the only way that Legacy Publishing Company would issue a refund is if the consumer adheres to the terms of the Total Transformation Feedback Survey Promotion AND  sends proof, from her financial institution, that the dispute was closed/reversed in Legacy Publishing Company’s favor.  During this call, the consumer agreed to send the proof required.  The representative advised that once such proof of the reversal was received, and once the consumer’s Feedback Survey was completed and received, Legacy Publishing Company would issue a refund of the Total Transformation Program product price, less the three $16  non-refundable Feedback Survey extension fees.

During this call, the consumer requested a copy of her original January 22, 2013 sales call where she agreed to the Calm Parent Program. The representative advised the consumer that this recording would be emailed to her within 3-10 business days.

In regards to the Parental Support Service, our Quality Assurance Department did find there to be a slight discrepancy in the offer of this service. This said, the representative issued a $49 refund for for one of the Parental Support Service monthly access fees.. The second  $49.00 monthly access fee, there were only 2 total, is not eligible for a refund due to the fact that the consumer disputed this charge with her financial institution.

In addition, the Total Transformation Program is designed for parents and/or guardians to learn more effective parenting skills by offering practical, real-world solutions for the most challenging problems they may face with a child. These problems include defiance, disrespect, lying and cursing, acting out in school, unmotivated behavior and more. The Total Transformation Program gives parents tools that teach children to take responsibility for their behaviors.  The program is adequate for parents with children of all ages.  With children younger than 5 years of age, parents should begin to see the results of many of the tools and techniques in the program immediately. This is also a great time for parents to be proactive.  As the child grows, parents/guardians would see the added benefits of some of the more advanced features of the program. By the time an average child reaches the age of 5, he or she should have the ability to follow all of the concepts of the program that are implemented by the parent/guardian.  Broken family and split custody situations/issues do tend to be quite common, unfortunately.  Again, the program is designed to give a parent/guardian the tools that they need to hold the child accountable.  Although it is certainly helpful when both parents are willing to participate and support each other, it is not required that both parents participate in order for the tools in the program to be effective.  The Total Transformation Program is based on creating a culture of accountability between one parent and one child.

Again, as long as the consumer completes and postmarks her Feedback Survey on or before January 25, 2014, AND as long as the consumer provides proof from her financial institution that shows that all three installment payments of $135 each that were disputed have been reversed, a refund of 3 payments of $119, totaling $357 will be processed back to the consumers credit card.

Consumer Response:

 

I am taking the matter under advisement pending review of the recorded sales conversation/record (all of it) that Legacy is forwarding to me... I also would like the BBB to note that Legacy was aware of the problem from the day I received the Program in January 2013 and that I had called and they seem not to have the records of those calls... Although, they did know that I had disputed the charges for their services with my Bank.

It is strange that their collection service would not have acted immediately upon receiving notice that their charges were being disputed by the Bank...  and some how don't have a record of my phone calls to cancel the programs.  I did not send the product back by certified mail and the US Postal service has no way to track ordinary mail.  I do however have the original invoices and feed back survey and will fill it out as soon as I can for a refund of the 'Total Transformation Program'... the Calm Parent Program was canceled upon receipt of the program and Legacy Publishing was notified along with my Bank. 
 
I was notified by my Bank the Legacy Publishing resubmitted their requests for payment and that the Bank paid them as of today.  I am now waiting to see if the funds have been taken and how much.  When I secure formal notification from my Bank that they have been paid and the exact amount I will let the BBB know... it appears that they are taking three $135.00 payments based on what Legacy says was failure to comply with the cancelation terms... completing the survey. Again, it is strange that they know that I have stopped payment on the ACH transactions immediately after reviewing the program and calling them to cancel, and yet claim I never notified them... They must have a record of the many calls regarding the ACH payments being stopped and disputed.

Again, I am waiting on the telephone recording of the ENTIRE sales transaction not just a summary of what was purchased but the entire conversation regarding the stipulations/terms of the purchase.  There was nothing in writing sent before receiving the programs and no written agreement as to the terms made... everything was verbal and over the phone... making the telephone conversation (all of it) essential to any agreement.  I will let you know when Legacy sends me the recording of the full telephone conversation so I may review it.


Business Response: Legacy Publishing Company does have established policies and procedures for use in reviewing all Better Business Bureau complaints.  These policies are consistent with those standard to our industry.  Fair and consistent application of these policies and procedures ensures that all consumers are treated equally and that errors, if and when made, are addressed in favor of the consumer.
 
Our procedure, prior to sending a call to a consumer, is to review the call in its entirety.  After a thorough review of Ms. Nelson’s entire call, it was determined that all of the consumers concerns were explained clearly with no discrepancies, however it was determined during a different portion of the call that the Sales Agent made claims about the product that were inaccurate based on the age of the child. 
 
Per our original request, we have received the necessary documentation from the consumer that shows the reversals of the disputes on her credit card.  Based on the documentation, and due to the discrepancy, we have contacted the consumer to advise that a full refund will be processed. 
 Our sincerest apologizes for any inconvenience that this may have caused the consumer. 

Consumer Response:

I have an email wherein Legacy Publishing agrees to a full refund... However, there are problems with getting the money credited to my account.  So far, my bank advises they have been unable to credit my account.  They are working on the problems and advise they should be taken care of in 10 days.  I appreciate your help in this matter and Legacy's response to correct the dispute is admirable... we however, are on hold waiting for the administrative problems with crediting the account to be solved.

Business Response: On June 17, 2013, a full refund was credited back to the consumer’s account(s).  Due to the fact that banking institution posting times do vary, we ask that consumers allow up to 10 business days for refunds to post back to their accounts.  The consumer was concerned that she may not receive a refund stating that the account she used originally to purchase the product had been closed.  The consumer was advised to contact her banking institution if she had further questions or concerns. 
 
Shortly after this call, a representative from the consumers banking institution contacted our Customer Service Department with the consumer on the call.  The banking representative was advised that the refund was processed and approved during the previous call.
 
Due to our Merchant Services Agreement, if Legacy Publishing Company agrees to credit a cardholder for any merchandise or service that was the subject of a sale, Legacy Publishing Company must provide the credit transaction using the same card as in the original sale.
 
If the consumer has further questions or concerns, she is welcome to contact our Customer Service Department at 1-800-460-2235, Monday through Friday, 8:30 a.m. to 5:00 p.m. Eastern Time.

6/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered The Total Transformation Program in February 2013. I stated that I did not want any extra programs. When I received the program, there was a booklet enclosed entitled (*** **** ******** I was to make 3 payments of !!9.00 for the program. In fine print on the shipping statement it is listed that if I did not want (*** **** ******) - to return it within 60 days. There were no return documents included. This is plainly a marketing SCAM. I contacted Legacy Publishing when I received the 4th charge. I was told it was too late to return it even though it was unopened.

Desired Settlement: That I could return the additional unwanted program and the 4th 119.00 charge be refunded. I have disputed this charge with my credit card company, however I don't know the outcome of the dispute.

Business Response: We do record all of our calls for Quality Assurance purposes.  This said, our Quality Assurance Department has reviewed the consumer’s original Sales call from January 9, 2013 as well as the Customer Service call from April 26, 2013 for compliance. After this review, it was determined that all terms for the **** ****** ******* were explained clearly and properly by the sales agent and agreed to by the consumer, however there was a slight discrepancy in how the billing for the **** ****** ******* was  explained on the April 26, 2013 Customer Service call.
 
As a result of this finding, we will allow a return of the **** ****** *******. We do ask that the consumer please contact Customer Service at **************, Monday through Friday, 8:30am-5:00pm EST to receive return instructions. We apologize for any inconvenience.

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a trial offer of the ODD Lifeline. It is a 30 day trial that I was required to pay the shipping. It has not been 30 days yet, but I have requested return information from the company and they have instructed me that they only way they can provide that is for me to call them between 8:30 and 5:00 PM EST Monday through Friday. I cannot do this, however, so I have notified them in writing that I need the information. All I get is the same response. The original package was very poorly packaged and arrived damaged. I had requested a replacement of one of the CD's. However, same response. I ordered this product online which was no problem. However, now they can't do anything that isn't over the phone. Scam to keep me from returning their product per the 30 day trial and charge me for a damaged product. Here is the web page: https://store.empoweringparents.com/the-oppositional-defiant-disorder-lifeline/ I have pictures of the damaged package and the email's back and forth with their "customer service" department."

Desired Settlement: I want the return information so that my account can be credited properly so that I am not charged and can end all future relations with this company.

Business Response: We apologize for any inconvenience. The consumer was emailed return instructions on May 16, 2013. The account has been resolved.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.  

I would like to note that the resolution only came after a complaint was filed.  This is an improper and less that honest way to do business. 


5/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called in March of 2013 about the Total Transformation for kids kit.The Sales person I spoke with was all about getting his comission then being honest with a customer. This program is for 5 years and above, my grandson is only 4 years old.I told him that my grandson is only 4 and he said that was OK, it would work for him also.The paper work they send, you have to fill out every line, well I did as much as I could which was 99% of it for a 4 year old child. There was some things on the paperwork that had nothing to do with a 4 year old. With that said, there wasn't any answer I could give them. I told the salesman that I DID NOT want the $49.00 e-mail thing, he took it out anyway.Even though I told him not too. (To me, that is stealing from a customer)Then he told me if I sent it back within 30 days they would not take any money out of the bankUnbeknowence to me that if every line wasn't filled in they would take the money.Because there were 3 lines to fill in and I could only fill in one of the lines of the 3 for a 4 year old, they took my money. These people are SCAMMERS just like the rest of them.They do not fully explain it as it should be explained on the phone when you want to order.All the sales people want is money.. I am very disapointed in this company. They are only out for all they money they can STEAL from people. I called them and complained about them taking out the money explaining that the Sales man only wanted his money and he should of not sold me the kit because my grandchild is to young for this program. This ******* (the boss) didn't care either that I was Scammed, All she wanted to do was keep my money. Like Employer, Like employees. So now I have to send everything back, which I am going to do and have to wait 2 weeks or more to get my money back. LET EVERY BODY KNOW LEGACY PUBLISHING COMPANY ARE SCAMMERS. They rip people off....

Desired Settlement: If I don't get all my money back I will let you know!

Business Response: According to our records, on March 9, 2013, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program and the Total Transformation Parental Support Program. During the sales call, the consumer advised the Sales Agent that she was purchasing for her 4 year old grandchild. The representative advised the consumer that with a 4 year old, she would be begin to see the results of many of the tools and techniques in the program immediately, and as the child grows, she would see the added benefit of some of the more advanced features of the program. 
 
The Total Transformation Program was purchased under our Total Transformation Program Feedback Survey offer promotion. Under the Total Transformation Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. The consumer is then billed 3 monthly installments of $119.00 each in approximately 30, 60 and 90 days. Consumers are eligible for a full product price refund for the Total Transformation Program by completing and postmarking a results-based Feedback Survey within 180 days, starting the date of delivery. This results-based Feedback Survey requires that every question be answered in order to be considered complete.
 
During the initial sales call on March 9, 2013, all product terms were explained clearly by the Sales Agent and the consumer agreed to be billed the $19.00 shipping and processing fee. She also agreed that she would then be billed 3 monthly installments of $119.00 each in approximately 30, 60 and 90 days.  
 
The Parental Support Service provides full, unlimited access to our Parental Support Line coaches for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service past the 30 day trial period, they do nothing and their membership automatically continues for just $49.00 per month billed to the same card they used to place their order, in approximately 30 days and every 30 days thereafter. If they decide not to continue, they just give us a call within the 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue.
 
On April 9, 2013, the consumers Feedback Survey was received and processed. However, pages 15, 21 and 22 were considered incomplete.
 
On April 22, 2013, the consumer contacted our Customer Service department  The consumer was upset due to the fact that she was billed when she had returned her survey. The representative advised the consumer that the survey was incomplete and that she had until September 14, 2013 to complete and return the three incomplete pages for a full refund of the product price. The consumer declined to cooperate with the terms of the offer and requested to speak with a Supervisor.
 
The consumer spoke with the Supervisor on April 23, 2013.  During this call, the Supervisor advised the consumer that in order to receive a refund of the product price, the consumer was required to complete the three incomplete pages. The consumer, again, refused to cooperate and adhere to the terms of the offer. 
 
At this time,  in order for the consumer to receive a refund for the product price for The Total Transformation Program, the consumer must complete and postmark the 3 pages that were considered incomplete on or before September 14, 2013.   Once these terms of the offer are met, we will be more than happy to issue a refund back to the consumer.

5/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: purchased total transformation program that included a program to call child psychologists for advice for 30 days for one dollar. At the end of the thirty days the service was not used by myself but I was then billed 49.00 a month automatically from my credit card. I did not use the service after the thirty days. Feel they took advantage of me and was misleading in their service. Have talked to my credit card company and blocked future payments but want refunds for services I did not use. If I used the service I would expect to pay but I did not call the hot line after the thirty day period so why was I charged. I truly believe it was theft.

Desired Settlement: refunded for the service I did not receive.

Business Response: According to our records, on April 13, 2012, the consumer contacted our Customer Engagement Center and placed an order for the Total Transformation Program and the Total Transformation Program Parental Support Service.
 
The Parental Support Service provides full access to our Parental Support Line coaches for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service beyond the 30 day trial period, they do nothing and their membership automatically continues for just $49.00 per month billed to the same card they used to place their order, in approximately 30 days and every 30 days thereafter. If they decide not to continue, they just give Customer Service a call within the initial 30 day trial period to cancel the service. They may cancel the service at any time; they are never under any obligation to continue.
 
Our Quality Assurance Department has reviewed the consumer’s April 13, 2012 Sales call.  It was determined that the terms and conditions for the Parental Support Service were clearly explained by the Sales agent, and agreed to by the consumer. Also, a full page letter explaining the full terms of this service was included with the consumer’s shipment.
 
According to the UPS tracking number, ******************, the consumers shipment was delivered on April 18, 2012, starting the consumer’s 30 day trial for the Parental Support Service. The 30 day trial ended on May 17, 2012 and the first $49.00 monthly support service fee was billed on May 24, 2012.  The service was cancelled on April 12, 2013.
 
Due to the fact that the Parental Support Service is based and billed as an access fee rather than a usage fee, the fees for this service are non-refundable.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am not satisfied with the response and after talking to your representative I feel you know you are running a scam and need to be stopped. I will contact the FCC next to file a complaint.

Business Response: We certainly apologize for any misunderstanding with the offer of the Parental Support Service.  As stated previously, all of our calls are recorded for Quality Assurance. It  was determined by the Quality Assurance Team that all terms of the Parental Support Service were clearly stated by the Sales Agent, and clearly agreed to by the consumer.  We would be more than happy to provide the consumer a copy of the Sales call upon request.”

3/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We called Legacy Publishig Co. to order The Total transformation kit . I asked xxxxx if the Questions were multible choice she said they were. When we got the kit all of the Questions are saye Questions so we called Legacy to return the kit they said no we have to fill out the Questions to get Credit for the kit. If we knew that they were saye Questions we would not have ordered the kit . The kit costs close to $400.00 Dollars. We want to return kit and get credit for it.

Desired Settlement: Legacy will not take back kit. All we want is to return for credit . WE were Misrepresented about product. Thank You

Business Response: We sincerely apologize for any inconvenience.
 
All of our calls are recorded for Quality Assurance purposes.   This said, our Quality Assurance Department has reviewed the original Sales call and has determined that the Survey terms for the Total Transformation Feedback Survey Promotion were not explained properly.
 
As a result of this finding, return instructions for the Total Transformation Program were emailed to the consumer on March 12, 2013. Once the Total Transformation Program return is received and processed, a credit of $119.00 will be applied back to the credit card that was used for the initial purchase.  Due to the fact that the consumer  submitted chargebacks for all but one charge on their account, meaning that their credit card company already refunded them for the other payments, we are only able to refund the charge that was not charged back. 
 

Consumer Response:


discover card charged us  back  for the other charges because Legacy Publishing Com. rejected the return of product. In result we want credit for the  total amount.    Thank You

 

 

 

Business Response: At this time, we require proof that Discover has charged the consumer’s account for the disputed amounts. Once we have received this confirmation, a full refund less shipping and processing will be issued within 10 business days of the return being received and processed. We ask that the consumer contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am-5:00pm EST to provide confirmation of the chargeback.

3/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased their program "The Total Transformation" in the spring of last year. I just found out that in addition to my 3 payments of $109 each for the program, they have been charging me an additional $49.00 per month since April 2012 for phone support service. When I ordered this program on-line, I did NOT opt for this service. They have been charging me monthly since April of last year, and refuse to refund my credit card for 9 months worth of the charges, even though I did not order or utilize this service.

Desired Settlement: I would like to be reimbursed for the remaining $441.00 on my credit card account .

Business Response: According to our records, on March 22, 2012, the consumer placed an order on our website for the Total Transformation Program and the Parental Support Service. At the time of order, the terms for the Parental Support Service were provided with the option for the consumer to accept or decline this service (see attached). The terms of the service are explained clearly on the website as well as sent in writing on a full-page insert that is included with the shipment. These terms state clearly that *Your first 30 days of full access is only $1.00, billed to the same credit card you used to purchase the Total Transformation Program. Ongoing access is just $49 a month, automatically billed to your credit card each month. Remember, you may discontinue your Parental Support Line access at any time simply by calling our customer service center at 1-800-460-2230.” The $1.00 trial fee, pays for 30 days of access starting the date of delivery. If no call is made within the first thirty days, the Parental Support Service begins billing at $49.00 per month, whether the service is used or not, until a request is made by the consumer to cancel the service.
 
The consumers first request to cancel the Parental Support Service was made on March 11, 2013. During this call, the representative issued a refund for the most recent $49.00 charge as a courtesy. The consumer called again on March 11, 2013 with their financial institution and requested to speak with a supervisor. The consumer requested a full refund of the charges and the supervisor advised the consumer that because the order was placed on the website, where all terms and conditions for the Parental Support Service are clearly explained, no additional refund was due. The consumer was not satisfied.  As a courtesy, the supervisor issued an additional two refunds for $49.00 and advised that no further refund was due. This was not acceptable to the consumer and the consumer advised they would be taking further action and filing a complaint with the Better Business Bureau.

3/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When checking my bank statement today I saw a $49 charge from Legacy Publishing. I called to see what this was for only to find out they had been charging me this fee since 2011! I told them I did not want this service and did not sign up for it. They said that I had, and would only refund 2 of the payments. They have $1,200 of my money and are willing to give me back $98 of it? Wow! What a rip off. This company needs to be shut down. I did not and do not want this service and want a full refund going back to 2011.

Desired Settlement: I want a full refund. They are taking advantage of people.

Business Response: We apologize for any inconvenience. Our Quality Assurance department has reviewed the original Sales call to verify the explanation of terms for the Parental Support Service. After this review, it was determined that the terms of the Parental Support Service were not explained clearly by the Sales agent.  As a result of this discrepancy , today, the remaining $882 for the monthly Support Line fees, along with the initial $1 trial fee, are being refunded back to the credit card on file.  Please allow 3-10 business days for the credit to post to the account.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

3/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Total Transformation on 9/21/11. On November 14th, 2012 I realized they were charging me $49/month from 9/11-11/12 for phone support since my purchase on 9/11. There were no reminders or acknowledgements that I was being charged. I called Legacy to get a refund for all those payments but they said people should remember that the $1.00 initial monthly fee was going to change into $49.00 per month. They did refund two months worth of payments....to ease their conscience I suppose. They seem to have a helpful product, but to really stand behind their product they should provide some type of recurring billing reminder.

Desired Settlement: Refund $539. Have them set up a simple recurring payment reminder that many other companies do if they feel they can stand behind their product. If they can't stand behind their product, they shouldn't change their policies.

Business Response: According to our records, onAugust 13, 2011, the consumer called our Customer Engagement Center and placedan order for the Total Transformation Program. During this call, the consumerwas offered, and agreed to access to our Parental Support Service. This serviceprovides full access to our Parental Support Line for the first 30 days fromthe date of delivery for just a $1.00 trial fee. If the consumer decides tocontinue the service past the 30-day trial period, they do nothing and theirmembership automatically continues for just $49.00 per month billed to the samecard they used to place their order, in approximately 30 days from the date ofdelivery and every 30 days thereafter. If they decide not to continue, theyjust give us a call within the 30 days to cancel the service. They may cancelat any time; they’re never under any obligation to continue. 

Legacy Publishing Company doesrecord all of its calls for quality assurance. This said, our Quality AssuranceDepartment reviewed the original sales call that took place on August 13, 2011,and confirmed that all terms for the Parental Support Service were explainedclearly and agreed to by the consumer.  As a follow up to these terms,Legacy Publishing Company also includes a full page letter with the consumer’sshipment, as a reminder of these terms.  The consumer’s first call toCustomer Service to request cancellation of the Parental Support Service was onNovember 14, 2012. At that time, the Customer Service Representative refundedthe two most recent charges as a customer courtesy. On February 27, 2013, theconsumer called Customer Service again and requested a full refund of theParental Support Service charges. The representative advised the consumer thatno additional refund was due, and reminded the consumer that, as a courtesy,two charges had previously been refunded. The consumer was not pleased andadvised the representative that she would be submitting a complaint to theBetter Business Bureau.  At this time, no further refundis due.

3/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I found an ad for Legacy Publishing on a pop up ad while browsing general children information. The advertisement was for a free parenting curriculum paying only $19 for shipping. I signed up, entered my address and credit card information and clicked submit. That was towards the beginning of January. Today, 2/25, I looked at my bank statement and noticed two charges from Legacy Publishing. One charge was for $49 and the other was for $109. I called Legacy Publishing to inquire what the charges were for. I was told that I agreed to the terms when I purchased the curriculum which required three payments of $109. I never once saw this in fine print or otherwise. In addition, I was told the $49 was for the "parental support line" - also something I did not agree to or sign up for. I asked for refunds of both of these charges. I was told I would receive a refund for the $49 and that refund would take 7-10 days. I asked for the $109 refund and was told I agreed to the terms and that I could receive a refund and cancel the rest of the $109 charges if I completed the survey that came with the curriculum and sent it in to them. I was never notified there was a survey associated with this plan. I repeatedly asked for a refund and the supervisor told me no as they can't treat me differently than other customers. I find this business practice extremely misleading to the point of lying. I also compare what they did to stealing money from my account. Because I clicked "submit" I apparently agreed to these terms that I was never notified about. Never in a million years would I purchase a non-scientifically based parenting curriculum for over $325. In fact, the only way this company is making any money is by practicing this misleading advertising/selling.

Desired Settlement: I am requesting in public, a full refund of the $49 and the $109. I am also asking that they take no more money from my account over the next two months. I am sending the curriculum back to the company.

Business Response: According to our records, on January 17, 2013, the consumer placed an order on our website for the Total Transformation Program Feedback Survey promotion and the Parental Support Service. Under the Total Transformation Feedback Survey promotion, the initial cost to receive the program is a $19.00 shipping and processing fee. After 30 days, the program is billed in three monthly installments of $109.00 each. Consumers are eligible for a full product price refund for the Total Transformation Program by completing a results-based Feedback Survey within 180 days, starting date of delivery. This results-based feedback survey requires that every question be answered in order to be considered complete. The consumers package was delivered on January 23, 2013. The consumer has until July 23, 2013 to complete and postmark their Feedback Survey for the full product price refund for the Total Transformation Program.At the time of order, the terms for the Parental Support Service were provided with the option for the consumer to accept or decline this service. The terms of the service are explained clearly on the website as well as sent in writing on a full-page insert that is included with the shipment. These terms state clearly on the website that “Your first 30 days of Full Access is only $1.00, billed to the same credit card you used to purchase the Total Transformation Program. Ongoing access is just $49 a month, automatically billed to your credit card each month. Remember, you may discontinue your Parental Support Line access at any time simply by calling our customer service center at 1-800-460-2230.” The $1.00 trial fee pays for 30 days of access starting the date of delivery. If no call is made within the first 30 days, the Parental Support Service begins billing at $49.00 per month, whether the service is used or not, until a request is made by the consumer to cancel the service. 

The consumer called Customer Service on February 25, 2013 to inquire about a $49 charge on her account. The Customer Service Representative explained the terms for the Parental SupportService and as a courtesy, issued a refund for the $49.00 charge and cancelled the service. During this call, the consumer also requested to return the Total Transformation Program. The representative advised the consumer that the only way to receive a refund for the Total Transformation Program is to complete the Feedback Survey, and that the program was not eligible for a return. At this time, the consumer requested a supervisor. The representative put the consumer on hold to transfer the consumer, however the call was disconnected. The consumer called our corporate number and was transferred to the Customer Service supervisor per the consumer’s request. The consumer requested that the supervisor issue a full refund for the Total Transformation Program.  The supervisor advised the consumer that the terms of the Total Transformation Program Feedback Survey offer were clearly explained on the website at the timeof order and that the only way for the consumer to receive a refund is to complete the survey.

The consumer was not pleased with this answer and threatened to file a complaint with the Better Business Bureau and dispute the charges with her credit card company. The supervisor again advised the consumer of the terms of the Feedback Survey offer.  The consumer accepted this and disconnected the call. This said, the terms for the Total Transformation Program Feedback Survey offer and the Parental Support Service were clearly explained when the consumer chose to place their order on the website (see attached).  Also, included with each shipment is a full page insert and a packing slip that, again, reiterates all of these terms. The consumer is eligible for a full product refund for the Total Transformation Program as long as their Feedback Survey is completed and postmarked on or before July 23, 2013.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The business is completely misleading on its website and the requirements were not obvious to me when I made the initial purchase. I went into the website purchase with the understanding that it's free and I only needed to pay $19.00 for shipping. There was nothing on the website when I clicked submit/authorize that told me I was committing to the three HUGE payments or the 49.00 parental support line.There are hundreds of complaints from consumers about this corporation. They are swindling and dishonest trying to make whatever money they can. Do not purchase anything from them. Read all fine print carefully - no matter how small. Even people that have tried to submit a completed survey for a refund have not been refunded due to "discrepencies" on the survey.

This corporation has no sense of customer service, is misleading in its advertising, and trying to make a buck off of people not fully aware of what is advertised in 4 point font verbiage. In addition, the customer service representative and supervisor were extremely rude, did not resolve any of my requests, and treated me like any other person calling. So disrespectful. The owners of this company should have difficulty sleeping at night based on how they steal money from people.    

Business Response: We apologize for any misunderstanding.  This purchase was made on our website.  All product and service terms and billings are clearly explained on the website, as shown on the attached screenshot. 

All of this information is provided above where the consumer enters their name, address, phone number and email address to begin their order. On March 4, 2013, our corporate office received a package containing the consumers product.  This package was refused back to the consumer due to the fact that the consumer purchased the product under the Total Transformation Program Feedback Survey promotion.  The details of this promotion, from the website, explain clearly that the consumer must “Mail in your completed feedback survey within 180 days from the delivery date. As you go through the 9 lessons of the program, you’ll be able to complete your feedback survey in about 30 minutes per lesson while learning the parenting skills you need. In order to consider the survey complete, all you’ll need to do is  answer every question.”  

This survey is a results based survey.  Parents must go through the 9 lessons of the program, apply the techniques, and give us their feedback as to how the techniques worked in their particular situation.    We do follow up each order with a full page of “Commonly Asked Questions”, see attached.   These instructions are clear.  Consumers who do not follow the instructions for the offer, are not eligible for a refund of any kind.  At this time, we will be more than happy to refund the consumer as long as they adhere to the instructions of the offer.  This said, the consumer has until July 23, 2013 to complete and postmark their Feedback Survey to be eligible for a full product price refund of the Total Transformation Program.    The Parental Support Service was also agreed to, on the website, by the consumer.  

As a courtesy, a refund of $49.00 was issued on February 25, 2013, and the service was cancelled.

3/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the total transformation program online. They offerred so many for free. I received a program called "total Focus" taht I did not even order. When I ordered the program I thought I may qualify for the "free to so many callers". Of course I did not qualify for this and was billed $19.00 shipping and on 1/13/2013 $109.00, then on 1/15/2013 billed $49.00. I thought I was done paying at this time and the program did not work. It did not offer anything more that what is available advice on their website you can view for free. I was sent the total focus program without ordering it and now have been billed for it. I never ordered it never wanted it my child does not have concentration issues. in the clause of my billing statement it states "You have also received the total focus course to evaluate". It does not say "you also ordered and we sent you the total focus program".. Sending me the total focus I was scammed as I did not order it. The total transformation takes motnhs to fully impliment and it would be impossible to impliment the total focus too during their window of 60 dyas. I was sent total focus without me ordering it and they count on you being too involved in the total transformation that you will not realize the the other program they sent me without ordering it and not return it within the timeframe allowed.

Desired Settlement: I want to return the Total focus I NEVER ordered and want a refund. There Total Transformation is guaranteed to work and doesn't ideally I would like a partial refund for that program, since they advertised I may be able to receive for free then they cahrge me an arm and a leg for it! On my billing statement the costs are not itemized in the billing section and state price $0.00. It si only once you keep getting billed didi I take a further look and read the bottom paragraph of invoce detailing how they will charge me. There website was not clear on this and I am being ripped off.

Business Response: We apologize for any misunderstanding.  According to our records, on December 7, 2012, the consumer placed an order, on our website, for the Total Transformation Program free trial offer, the Total Focus Program and the Parental Support Service. At the time of order, our website contained two different offers for The Total Transformation Program.  The first offer consisted of a free trial/30 day guarantee, where the consumer places their order online, paying only $19 for shipping and processing, followed by three payments of $109.00, billed approximately 37, 67 and 97 days from the date of the original order.  The second offer, which was only available to consumers who telephoned into our center, was for the Total Transformation Feedback Survey offer.  These two offers were clearly differentiated on our website.  We also include a packing slip, with the consumers shipment, that restates all product offer terms just in case there is any question by the consumer for their specific offer.
 
Again, under the free trial offer, the consumer has 30 days, starting the date of delivery, to review the program, paying only the shipping and processing fee.  If no call is made to Customer Service to request return authorization within this 30 day free trial/guarantee period, the cost of the program is three payments of $109.00, billed approximately 37, 67 and 97 days from the date of the original order.
 
As we mentioned previously, at the time of order, the consumer also accepted the terms for the Total Focus Program and the Parental Support Service. In order for the Total Focus Program and the Parental Support Service to be included on the order, the consumer would have accepted or declined the option to add these additional programs. The consumer accepted these options.  The Total Focus Program is sold with a 60 day free trial/guarantee starting the date of delivery. If no call is made to Customer Service within the 60 day free trial/guarantee, the cost of the Total Focus Program is $129.00, billed approximately 67 days from the date of the original order.
 
The Parental Support Service provides full access to our Parental Support Line Coaches for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service beyond the 30 day trial period, they do nothing and their membership automatically continues for just $49.00 per month, billed to the same card they used to place their order, in approximately 30 days and every 30 days thereafter.  If they decide not to continue, they just give us a call within 30 days to cancel the service. They may cancel at any time; they’re never under any obligation to continue.
 
Again, we apologize for any misunderstanding. Per the UPS tracking number ******************, this consumers shipment was delivered on December 13, 2012, starting the consumer’s trial/guarantee period. The consumer’s first call to Customer Service was on February 13, 2013.  During this call, the consumer questioned the charges on her account.  The Customer Service representative advised the consumer of all terms and charges. The consumer denied ordering the Total Focus Program. The representative advised the consumer that due to the order being placed on our website, the consumer would have had to accepted the terms of the Total Focus Program in order for it to be included with the shipment. The representative directed the consumer to her packing slip where the terms of the Total Focus Program were clearly explained. The consumer requested to return the Total Focus Program however was denied return authorization due to the product being outside of the 60 day trial/guarantee.  The consumer was not pleased and advised the representative that she was going to file a complaint to the Better Business Bureau. The Customer Service representative cancelled the consumer’s Parental Support Service as a courtesy.
 
The consumer contacted Customer Service again on February 13, 2013 to express her concern about the billing to her account. The representative advised the consumer that because the order was placed on our website, where terms are clearly explained, the consumer would have agreed to all product terms of the offers.  At this time, the consumer has one remaining payment for the Total Transformation Program of $109.00, and the Parental Support Service has been cancelled. 
 
 

3/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had called for the "total Transformation Program" . I was charged 19.00 s/h. Then on 1/28/13 I had a charge for 99.00 and also a 49.00 charge???? It was 3 payments of 99.00 on the 30th day, the 60th day and the 90th day. The 49.00 charge is for what? I since have been researching the company and have found a large amount of complaints from other customers having similar issues. Such as being charges for months on end with no reprocussion for the company. I would like a full refund and return the product they are scamming me for money for...... A good idea for a man whom was a criminal to think of a way to scam people while in jail. I DID NOT AUTHORIZE the 49.00 charge.

Desired Settlement: I would like to return this system for full refund! I will take further action if necessary. There have been multiple complaints to you and also the the consumer protection agency, I am sure people would come out of the woodwork for a class action suit. It is rediculious they can get away with this. I am sure a jury would agree on scam and fraud...

Business Response: Due to the fact that this is the first time we are hearing of the consumer’s frustration regarding the Total Transformation Parental Support Service, we would like to begin by stating that we certainly apologize for any misunderstanding.  The following is what has transpired on the consumer’s account.
 
According to our records, on December 17, 2012, the consumer placed an order for the Total Transformation Program and the Total Transformation Program Parental Support Service.
 
The Parental Support Service provides full access to our Parental Support Line for the first 30 days from the date of delivery for just a $1.00 trial fee. If the consumer decides to continue the service beyond the 30 day trial period, they do nothing and their membership automatically continues for just $49.00 per month billed to the same card they used to place their order, in approximately 30 days and every 30 days thereafter. If they decide not to continue, they just give us a call within the 30 days to cancel the service. They may cancel at any time; they are never under any obligation to continue.
 
According to the UPS tracking number ******************, the consumers shipment was delivered on December 21, 2012, starting the consumer’s 30 day trial for the Parental Support Service. The 30 day trial ended on January 19, 2013, and the first $49.00 monthly support service fee was billed on January 24, 2013. The service was cancelled on February 13, 2013.
 
Our Quality Assurance Department has reviewed the consumer’s December 17, 2012 Sales call and has determined that the terms for the Parental Support Service were explained clearly by the Sales agent, and agreed to by the consumer.  Also, a full page letter explaining the terms of the service was included with the consumer’s shipment.
 
Due to the fact that the Parental Support Line Service is based on an access fee rather than a usage fee, the fees for this  service are non-refundable.