Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Faster Way to Fat Loss after an endorsement by a social media influencer. They (Faster Way) offered a money-back guarantee if not satisfied with the program. About one week into starting the program, a medical study was released stating intermittent fasting negatively impacted those with heart disease. Being at high risk for heart disease due to significant family history I texted my coach that I would need to discontinue the program until I thoroughly understood the new research and requested that the program fees be refunded under the money-back guarantee. They did NOT tell me that to discontinue the program I needed to submit a request. I didn't find out that my account was not cancelled until my card was charged for the monthly *** membership at the end of the 6-week program. When I disputed the charge I was told that I needed to submit the cancellation request via an online form AND wait 14 days for it to take effect. At this point they would not refund the initial 6-week program fee or month 1 of the *** membership (that apparently somewhere I had agreed to allow them to charge when I signed up for the 6-week program) and they were going to be charging me for month 2 of a *** membership before they would honor my cancellation request. As of today, they did not charge me for month 3 of the *** membership BUT they did charge me for monthly collagen/protein supplements!!! This is apparently a separate membership that requires a separate cancellation request to stop. The Customer Hub linked in email receipts does not allow you to manage your subscription.

  Business Response

  Date: 06/21/2024

  The FASTer Way has issued this client a refund for the purchase of the six week new client experience purchased at $249, one month of VIP membership at $79, and one protein and collagen subscription purchased at $99. Client was notified of this refund via email. 

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Faster Way to Fat Loss program on February 23, 2024. I also ordered the weight bands to use during exercise. After reading through the materials I cancelled the program the next day. Faster Way refunded the cost of the program. They would not cancel the order of the weight bands but told me that I could return them after I had received them for a full refund of $39.99. I applied to return the item and received permission along with a RMA number (which is required). They were returned with **** tracking number 9534 6066 3466 4072 8344 15 on March 12, 2024. I have proof of delivery on March 15, 2024 at the ******** ***** facility. I waited until May 2 before inquiring as to why I had not received a refund. I promptly received an email from *****, with the Client Experience Team, stating that they had located the return and were escalating a ticket for the refund to their billing department. The email also stated that I should expect the refund to my credit card in 5-7 business days. On May 31, 2024 I emailed ***** asking why the refund had not been applied to my credit card. I did not receive an answer. I have emailed ***** several times over the last few days with no answer.

  Business Response

  Date: 06/11/2024

  We have provided ***** a refund on the resistance bands that she shipped back to our warehouse. ***** has been notified of the refund via email. 

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the initial 6 weeks and didnt like the program. The carb allotment was too high for my insulin issues, I hated the app and I workout at the gym. I told my coach when asked that I was not doing the vip plan. I was still charged the $79. I was under the impression I only purchased 6 weeks. If this is not refunded they will lose any chance of my recommending to non insulin people.

  Business Response

  Date: 06/21/2024

  Dear *********************, 

  At the time of enrollment, on the registration page, we clearly communicate in three separate areas that FASTer Way is a digital product with a monthly subscription charge at $99, on sale for $79. The 14-day cancellation policy is also on the sales page for clients to review prior to checking out. In order for a payment to be processed, the client has to agree to the Terms and Conditions as well as the enrollment in the monthly membership at $79 per month. 

  
  Attached, I am including screenshots of the three areas on the sales page and the Terms and Conditions.
  
  A one time exception has been made and a refund of $79 has been issued. Please allow up to 7 business days for this to credit back into your account. 
  
  Wishing you all the best, 
  The FASTer Way Team

  Customer Answer

  Date: 06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up on April 21 for this six week program using the website. It advertises the components of the program but says nothing about the required use of social media to access program information. After paying for the program, I discovered over the first few days that this is a heavily *********based program. I do not want to check ******** daily and enrage in accountability activities there or watch long training videos in order to learn the material. I told my assigned coach several times I do not use social media in this way, starting on April 23 by email. I didnt receive an alternate portal option until April 30 after asking several times how to across the content. I was told again and again that the best place is ******** and again this was NOT advertised at the time of payment and sign up. Just like the complaint before mine states, they do not advertise that ******** is part of the program, and that you cannot access all of the information in the app. They did not tell me until after payment about this component or that this is where they believe the success is. This is false advertising. I was never able to catch up on the massive amounts of information on ******** which is outside of the advertised app. Secondly the health coach assigns you custom macros. I very quickly developed massive headaches and tried to seek help with understanding how my macros were set so I could adjust as needed. I was told to trust the process - I had to quit before the end of week two. The lack of transparency in ***** recommendations is very concerning and I do not trust this program. Repeatedly I shared my concerns and asked for assistance. I finally asked for a refund. They denied my requests. I was given a phone number to speak with a manager further, but did not receive a call back. By email I was told that they would not help me further. I am requesting a refund as this program is falsely advertised. See screenshots.

  Business Response

  Date: 06/11/2024

  ********* has been refunded for her purchase. 

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business refunded my requested amount a few days ago, presumably as a result of this complaint. Thank you BBB for your support in resolving this matter. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They do not market that they block information for use of their program. They market that the information is all available on their app and that coaches are there to assist but in reality, they make you go on ******** and watch long videos on their program. I did not agree to go on ******** each week as a condition of my participation and when I explained this to them they refused to refund me. They are engaging in false marketing claims. They did not tell me until the start of the program that I had to go on ******** or Id fall behind. See sceeenshot attached .

  Business Response

  Date: 03/13/2024

  Dear *****************,
  
  Thank you for bringing your concerns to our attention regarding your experience with our program. We sincerely apologize for any confusion or frustration this situation has caused.
  
  We understand your disappointment with the information provided about our program's access and requirements. Our intention is always to ensure transparency and clarity for our participants. We apologize if there was any misunderstanding regarding the platform and communication methods.
  
  In response to your complaint, we have processed a refund of $250 as requested. Additionally, we will review our marketing materials and communication processes to ensure they accurately reflect the program's requirements and expectations.
  
  Once again, we apologize for any inconvenience this may have caused you and appreciate your feedback, as it helps us improve our services for all participants.
  
  If you have any further questions or concerns, please feel free to contact us directly.
  
  Best regards,
  The FASTer Way Team 

  Customer Answer

  Date: 03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/29/24 I signed up with Faster way to fat loss. I was particularly interested in the service as they promised one on one coaching. I paid $249 for six weeks. Upon starting the program, i was told that my assigned coach did not have time slots available for four weeks but that I could text her and receive and automated responses. The only thing that I received for the money was automated emails and text messages. This is contrary to their marketing and advertising. Once i learned this was the case I was very disappointed and never used the service again. Nevertheless thy billed me on 3/11/24 without my consent for another $79. This company is fraudulent and does not deliver what it promises. I have requested a full refund and they have declined. There are so many complaints against them and Im embarrassed that i feel for their slick marketing. It is all lies. There are no coaches available.

  Business Response

  Date: 03/13/2024

  Dear *******,

  
  Thank you for reaching out to us with your concerns regarding your experience with Faster Way to Fat Loss. We apologize for any inconvenience or frustration you have experienced.
  
  We understand your disappointment with the availability of one-on-one coaching slots and the discrepancy between our your expectation and your actual experience. It is never our intention to mislead our clients, and we sincerely apologize for any confusion or disappointment caused by this discrepancy.
  
  In response to your complaint, we have processed a full refund of $249 for the initial six-week program fee and an additional $79 for the the *** membership charged on 3/11/24. We take your feedback seriously and will use it to improve our services and ensure that our marketing accurately reflects the services we provide.
  
  Please know that we value your feedback and take all customer concerns seriously. If you have any further questions or concerns, please feel free to reach out to us directly.
  
  Once again, we apologize for any inconvenience this may have caused you and appreciate your understanding.
  
  Best regards,
  The FASTer Way Team 

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in the program on 12/11 for the Jan 1 6 week round. I am a type I diabetic and experienced severe insulin resistance upon starting the program, I believe due to the very high carb content of the diet. I contacted my coach prior to the start of the program about this. She basically fought me on providing any accomodation or help, unless I had "doctors orders" (I have been a diabetic for 20 years, I know when something is going wrong) and so I requested a refund. I was refused and finally sent updated macros with a lower carb ratio (an email with literally "here's your custom goals: carbs: **, fat: **, protein: XX). No answers to my questions about recommendations for ways to accomodate, asking for advice - this from a program that is supposed to be supportive and personalized. So I decided to just try to make the best of a bad situation and complete the program. As of today I have lost zero lbs and continue to have almost double my insulin requirements compared to before I started their eating plan. I was happy to be approaching the end of the 6 weeks and be able to walk away, but then come to find out that they auto-enrolled me in another month. They evidently require you to check a box to auto re-enroll when you sign up, or you can't complete the sign up, and you have to cancel 14 days out or they can't process your refund. I contacted them and asked to please have a refund - I have not engaged with the program or the app since my initial 6 week program ended, but just getting refusals because I "agreed" to the auto-re-enroll. This is a scam of a program - a good business works with customers, especially customers who have medical concerns associated with the program. I do not understand why they would rather have an upset customer then just to refund this fee for some one who clearly just wanted to part ways amicably.

  Business Response

  Date: 02/21/2024

  Dear ****************, 

  At the time of enrollment, on the registration page, we clearly communicate in three separate areas that FASTer Way is a digital product with a monthly subscription charge at $99, on sale for $79. The 14-day cancellation policy is also on the sales page for clients to review prior to checking out. In order for a payment to be processed, the client has to agree to the Terms and Conditions. 

  
  Attached, I am including screenshots of the three areas on the sales page and the Terms and Conditions. ********************************************************;

  
  A one time exception has been made and a refund of $79 has been issued. Please allow up to 7 business days for this to credit back into your account. 

   

  Wishing you all the best, 

  The FASTer Way Team

  
  

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 1, 2023, I paid $199.00 to a trainer by the name of ***************************. It was said several times that she can be contacted anytime for support. However, there have been many times that I will message needing that support and have gone anywhere from an hour or so to days without a response, which is very inconvenient if I am out trying to shop healthy for the first time in my life and need help!! When I would get a message it was completely impersonal and very much a copy and paste message! I also came to realize that our group meeting were all previously recorded and copied and pasted as well. Again, very impersonal!!!! I finally comfronted the trainer through text message and she responded by telling me that she is NOT an on demand coach and then she proceeded to remove me from her support group on social media! Now, with that being said, she never stated that she was not available on the weekends due to spending time with her family. We have messaged on the weekends before. Plus, as much time as she spends on social media posting selfies and reels, you would think that she would take into consideration that she has been paid for a service and needs to provide it!! I feel that I was completely ripped off and she cut me off completely without being provided any coaching or tools that I need in order to complete the entire 6-week program. She told me that I need to contact corporate immediately and blocked me!! This is very umprofessional and I will NOT be recommending Faster Way to Weight loss to any of my friends, co-workers, or family if this is who the company has representing them. I have sent in my cancelation well in advance and would like a full refund immediately!!

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for a Coaching Package through Faster Way to Fat Loss October 20, 2023 for a cost of $260CDN. The registration process asked if I would like to roll into the *** Monthly Membership at the end of my Coaching Package, which spanned 6 weeks. I tried to select "NO" as I did no interest in remaining on the monthly app membership without a coach. The app would not allow me to select "NO". So I tried reloading the app on my phone, even trying to register under a different coach, but it would not allow my to select "NO". Finally I must have selected "Yes" in order to complete my purchase as that was the only option.At the end of my coaching subscription, I see that my credit card was charged $79USD on Dec 9. I received an email the day after the charge that I had been rolled into the monthly *** membership. I did not agree to roll into a monthly *** membership after my coaching membership ended and was shocked to see this charge. I promptly emailed the Faster Way to Fat Loss support team, who told me that I had "opted in to the monthly *** membership" and that there was nothing they could do to refund me. I advised them that their registration form does not provide the user an "option" to select "NO" when asked to roll into the *** membership, thereby forcing people to select "Yes". The support team member I was corresponding with ADMITTED the form is set up this way! See her response below:*********,I understand your frustration, and we are aware that all the boxes have to be checked off in order to complete your purchase. However you agreed to the terms and conditions upon registration.Please let us know if you have further questions.Live Well. Stay Well!***** Client Experience Team This is such a poor practice and this company should be ashamed of this method which essentially forces users into signing up for something they don't want in order to make a purchase I would like to receive a refund for the $79 charged to my credit card on Dec 9, 2023

  Business Response

  Date: 01/26/2024

  At the time of enrollment, on the registration page, we clearly communicate in three separate areas that FASTer Way is a digital product with a monthly subscription charge at $99, on sale for $79. The 14-day cancellation policy is also on the sales page for clients to review prior to checking out. In order for a payment to be processed, the client has to agree to the Terms and Conditions. 

  
  Attached, I am including screenshots of the three areas on the sales page and the Terms and Conditions. ********************************************************;

  
  ************** requested cancellation on 12/11, 2 days short of her scheduled billed date on 12/9. The cancellation policy advises that a client can cancel at any time within 14 days of their next billing. ************** was charged $79 on 12/9 as a result of her cancellation request not being made 14 days in advance. 
  A one time exception has been made and a refund of $79 has been issued. Please allow up to 7 business days for this to credit back into your account. 
  

  
  

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Faster Way USED to be about actually caring about their clients and for Years I have faithfully paid every month because I used to love it, however, I cancelled my subscription because I cannot physically do the workout from health issues currently.I cancelled on December 1 and was billed for a new month cycle on December 9!!!! I contacted them and got a non personal generated response saying that I didnt cancel soon enough and they are charging me $79 anyway and that I should take advantage of this and use it!! Clearly they didnt even listen to the reason I told them I was cancelling.They responded to my email saying it is there policy to bill me because of the timing!!This is horrible customer service! They no longer care about clients, they care only about their pocketbook!! I will never return to this program! So disappointed in them!!! I should note they do NOT a make It easy to find where I could cancel either!!

  Business Response

  Date: 12/12/2023

  I wanted to address the recent cancellation request from ****************** and provide some clarity on the associated billing details.

  
  At the time of enrollment, our registration page prominently communicates, in three distinct sections, that FASTer Way is a digital product with a monthly subscription charge of $99, currently on sale for $79. Additionally, the 14-day cancellation policy is clearly outlined on the sales page, providing clients with an opportunity to review it before completing their purchase. To proceed with payment processing, clients are required to agree to the Terms and Conditions.

  
  For your reference, I have attached screenshots illustrating these details on the sales page, and you can review our comprehensive Terms and Conditions here: [Terms and Conditions Link](***************************************************).
  ****************** submitted a cancellation request on 12/1, which is 7 days prior to her scheduled billing date on 12/8. As per our cancellation policy, clients are permitted to cancel at any time within 14 days of their upcoming billing date. Unfortunately, ******************' request did not align with this timeframe, resulting in a charge of $79 on 12/8.

  
  However, in consideration of the circumstances, we have made a one-time exception and processed a refund of $79. Please be advised that it may take up to 7 business days for the refund to reflect in ******************' account.

  
  We appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to reach out.