Complaints

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

• Initial Complaint

  Date:05/18/2023

  Type: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.

  On 4/16/23, I purchased a 6-week new member package with this company for $199.00. Less than a week later, I learned that my family would be relocating to a new state in June 2023. Given the time requirements associated with moving my family of four (with two small children) across multiple states, I knew that I would not be able to commit to the requirements outlined for success with the FasterWay program. On 4/21/23, I contacted the business and explained the circumstances to someone in the customer service department. I was offered the options of EITHER deferring my existing membership to a later date OR cancelling the membership. I chose the latter. I was advised that the cancellation would be processed and I would receive a credit to my credit card. I was not advised of any further review of this claim. I received two emails from the business, the verbiage of which seemed to reiterate that my membership would be cancelled and that I did not need to take any further action. I was, therefore, quite surprised when - on 4/25/23 - I received another email from the business, stating that I did not qualify for a cancellation and would instead be offered a deferral of my existing membership. I then contacted the business and restated my case. I was then told that I could defer the membership, but that I would need to use it within the next 6 months. I explained that I will not know if I am able to participate in the plan within that time frame, given the time it will take to acclimate to a new state/home/school, etc. I was not offered any other options from the business; rather, the representative repeated the terms of the cancellation policy until I ended the call. I am filing a formal complaint against this organization because I was led to believe during my first contact (and the subsequent emails) with customer service that my membership would be cancelled. I now know that I was falsely led to this conclusion.

  Business Response

  Date: 05/31/2023

  A refund for your 6-week round has been processed, please allow up to 7 business days for this to credit back into your account. We wish you and your family all the best.
  
  

  Customer Answer

  Date: 06/01/2023

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

• Initial Complaint

  Date:05/11/2023

  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 purchased the 6 week program in April 2023. I paid $200. I filled out all my paperwork, told them in great detail my goals and reason for the program from the very beginning. I have had trouble learning how to eat right with dietary restrictions due to a health condition (Warfarin and Vitamin K interaction). I thought this would be great because Id have a coach to help. Numerous times I was ignored by my coach when I would ask for help with what to eat to not go over my macros and still hit my other macros. I have screenshots of all the interactions where I had asked for help and got nothing. When I would get a response it would be just do the best you can. I dont feel like I got what was promised for what I paid for the program. When I reached out to try to get a refund because it was useless to me since the coach never helped me. When my goal from the beginning was to learn how to eat for my restrictions. I was denied a refund since it was past the 48 hours of purchase. How was I supposed to know that I was going to be ignored within 48 hours. I feel I was scammed out of my money since they know theyre not certified/registered dietitians/nutritionist.

  Business Response

  Date: 05/19/2023

  Thank you for your feedback ******, a refund in the amount of $199 has been processed for you. Please allow up to 7 business days for this to credit back into your account. 
  
  

  Customer Answer

  Date: 05/24/2023

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

• Initial Complaint

  Date:04/10/2023

  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.

  I signed up for a 6 week challenge 7/31/22. My coach assured me it was a 6 week thing and no commitment afterwards. We had a really crazy fall/winter with a life threatening illness in our family and I hadn't been looking as closely to our credit card bills. I just did and am shocked to see that I have been getting charged $99 a month for services I didn't know I had, don't want, and was not told about. I just got off the phone with customer service and it was a complete joke. She was unhelpful and kept using the word "policies" over and over about why they wouldn't be able to refund. Telling me I checked some boxes when I signed up to agree to all of this. Asked her to cancel membership for me as she was in my account, she refused and is going to send me something to cancel supposedly, They are not teaching their coaches to explain the program correctly. It feels deceptive to have everything be about this 6 week challenge and then have them hook you into a $99/month membership you don't even want or know you have. Ridiculous.

  Business Response

  Date: 04/14/2023

  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 currently on sale for $79. The 14-day cancellation policy is also on the sales page for clients to review prior to checking out, see image below. In order for a payment to be processed, the client has to agree to the Terms and Conditions. Per the terms and conditions it clearly states the following:

  
  The FASTer Way Program 
  On the Websites, you may purchase enrollment in the FASTer Way to Fat Loss program (FASTer Way Program) and membership in the FASTer Way to Fat Loss *** Membership (*** Membership). This initial purchase of $199 provides you with access to the FASTer Way Program for six weeks. Approximately six weeks after the start of the FASTer Way, you will be billed for your membership in the *** Membership. Your Membership in the FASTer Way may be canceled at any time; however, no refunds will be authorized after the monthly fee has been charged.
  To avoid incurring additional fees, you must cancel your membership 14 days or more prior to the next billing date. To cancel, email **************************************** and fill out the cancellation form. This form must be completed to initiate your request. Upon cancellation, your access to the FASTer Way will be disabled at the expiration of the period for which you have already paid. 

  
  After the conclusion of the program and/or your *** Membership, you will no longer have access to the portal or the FASTer Way Program Materials.

  
  You may request a refund for up to 48 hours after your purchase of a New Client Round. 

  
  Although, the client did not meet the cancellation policy, a refund of $99 has been issued, and will be credited back into the clients account within 7 business days. 
  

  
  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19910698
  
  I am rejecting this response because: the coach I was working with talked about it being a 6-week program. Nothing more. I understand what you are saying on some parts of the sign up as it talks about a monthly membership . It was my understanding though, that that wouldn't happen since I only wanted 6 weeks.  I thought I would have been prompted  to cancel or opt in at the end of that if the coach hadn't taken care of it. Which I had assumed she had done. 
  

  We also had a family medical diagnosis/crisis starting late September into October which made it such that we weren't monitoring things as closely as normal   because we were/are in crisis mode. If we hadn't been - I would have seen those charges monthly and would have cancelled. 
  

  There is some sort of disconnect here where coaches aren't being trained to give the proper information when signing up for these challenges and that is misleading and highly disappointing.
  

  I am asking for  a refund for this membership monthly starting after my 6 weeks.(October 2022-now) I never used it - at all - not once during these times.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was opted into this program by a family member. I do not use it. I asked FWTFL to cancel it.Its an abrasive user experience without self-serve options. There is no cancel my account option after sign in.There is also no unsubscribe button in emails. Just the portal link to a useless screen.Customer service is non-existent. Emails with specific problems and user experiences were ignored. They were clear about drawing a line in the sand and burning a bridge for $100. Im expected to eat another charge and *theyll cancel for me* next go-round.They told me they had my authorization and things I agreed to when I signed up. I didnt sign up. I stressed that. I dont use the application. I stressed that as well. Its not even on my phone!Apparently, they get their hands on any credit card with anyones name from anyone else and thats good enough. A quick-buck-business in lieu of user experience or service of any kind.

  Business Response

  Date: 03/31/2023

  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. 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. 

  
  The client mentioned that a family member opted him into the program; therefore, he may have not seen our communications on the sales page explaining our membership policies. Im attaching them here for review. 

  
  A refund has been issued for the original 6-weeks and the *** membership charge. Please allow up to 7 business days for this to credit back to your account.

  
  Terms and Conditions- Click here-- *************************************************** for full terms of use. 

  
  

• Initial Complaint

  Date:03/02/2023

  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.

  Faster Way to Fat loss charges for services that are not fully provided and lacks transparency of their products sold. On 12/26/22 my husband and I both purchased FWTFL 6 wk program for a total of $398. The entire first day the app did not even work. The food database has limited options and doesn't scan most food choices. Basically you need another app just to get full nutrition info. The meal prep program contains recipes that don't match the image contained on the same page and are misleading. The workouts have videos with associated descriptions that did not match what the video workout contained. The Program on their main page advertises, "The premier health...Tap into our cutting edge strategies, comprehensive app access, and pro trainer support to get in the best shape of your life." Evidence above does not support comprehensive app access. Furthermore, my husband and I were both charged $99 each for the *** program of which we did not sign up. When asked for specific documentation of agreement to a subscription labelled ***, I was provided with the following: "I want to opt in to texts: yes I agree to opt in to program emails.: yes I agree to a $99/mo subscription: yes"There is no indication in any of these agreement fields that I am signing up for a subscription outside of the 6 wk program. Even though I was automatically enrolled in *** and charged $99 for myself and my husband, on Sunday Feb 12th (when the 6 week program was supposed to be finishing), I attempted to log into the app and it said my subscription had expired and didn't allow me to access 6 week data before the 6 wks were over. I reached out to my coach to get guidance with no response (text message attached), even though "pro trainer support" is what they advertise.FWTFL sells a recipe book to purchase digitally for $25. Nowhere in it's description does it tell you that all these recipes are already provided in the food program guide you obtain with the 6 week program.

  Business Response

  Date: 03/06/2023

  During the enrollment process all clients agree by selecting the following, I agree to a $99/mo subscription: yes. Please note, our membership is currently on sale for $79/mo. At the time the client and her husband signed up, it was the original price of $99, see the image attached. 

  When a client clicks this box this is their agreement to being charged a monthly fee of $99. It is also outlined in the Terms & Conditions where its explained that a membership is also referred to as VIP membership. Each client must click  I agree to The Terms & Conditions in order to proceed with the sale, please see image attached. I'm providing the link here, ****************************************************, to the terms for you to review as well.

  On the sales page its clearly explained that, *At the end of your six week round, you will automatically be enrolled in our VIP membership with the rate of $99. Currently on sale for $79 per month (plus applicable taxes). You can cancel at any time within 14 days of your next billing.
  
  Even though the clients request to cancel was not submitted within 14 days, the client will be  refunded $198. Please allow up to 5 business days for this to credit back into your account. 
  
  
  
  

  
  

  Customer Answer

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/24/2023

  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 requested numerous times to have my membership paused I. August when I broke my foot and they took a very long time to get back to me (after numerous emails) and then still charged me. A few weeks before I knew my pause would be down I emailed Them that my broken foot hadnt healed well (November) and the doctor said I still needed time. Again took them along time to get back to and they still charged me. This month I emailed them and my coach numerous numerous times that I threw out my back and needed a pause: way before my billing date and yet they still charged me. It is nearly impossible to find a way to contact them on their website to pause or cancel a membership, they dont reply and then charge you anyway. It is an absolute scam. Poorly managed. I have lost hundreds of dollars for a program I wasnt able to use when I informed them in advance of my injury.

  Business Response

  Date: 02/24/2023

  ******* paused her membership starting on 9/19 through 11/20. 

  
  She emailed in when her deferral was about to end and we directed her to submit a request, see images below. A request wasnt submitted, so the system reactivated her membership. 

  
  We will honor this original email date. A refund for her past three VIP charges has been processed. Please allow 3 to 5 business days for this to credit back into your account. 
  

  
  

  Customer Answer

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the program on 11/19 and outside of a receipt and welcome email indicating I was registered and details would follow, I never received any sort of communication from my coach, so I responded to generic email on 11/27 requesting assistance. I received a response on 11/28 provided the names of my coach and advising I should reach out directly, which I did on 11/28 but never received a response. After being unable to get in touch with anyone, I submitted a customer service inquiry through the website in mid-December and received a response on 12/22 that my request had been closed without any sort of response or resolution. I then submitted another customer service inquiry approximately a week later and received a response from a customer service rep on 1/9. After discussing both verbally and via email, she apologized and agreed to switch me to a new group. As of 2/1 I still had not received any follow-up communication and reached back out to again request a refund and cancellation, I attempted to call as well and left a message with no response. Around the same time I received an inquiry from another customer service rep (received 1/26) asking about the poor rating I issued in an email survey sent out, and I responded with all of the same concerns expressed previously requesting cancellation and refund and the representative responded 2/1 indicating the complaint had been escalated and a manger would be in touch, but I have yet to receive any response, refund, or confirmation of cancellation. At this point it very much feels fraudulent, as after working with the business on resolution for months, all communication has now stopped completely.

  Business Response

  Date: 03/03/2023

  *****, please accept our deepest apologies with your subscription. I see that on 11/28 we did direct you to contact your coach *****, and in review of your account I see where you mention, you never heard from her.

  
  Other communications show that we have been in touch with you, working to get you moved to another coach, and we see that the switch was granted on 2/1 to coach another coach.

  
  For your inconvenience, we have issued you a refund for your November, December and January VIP charges. Please allow up to 5 business days for this to credit back into your account.
  

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/31/23, I emailed their customer service requesting cancelation of my VIP membership, and to not charge my credit card the $49.00 monthly subscription fee on 02/04/23. I included their 01/04/23 email showing my "Next Billing Date: February 4, 2023".?? First I received an automated email showing my request was assigned to Ticket ID #**********. Next, a 2nd email with a link to manage my membership, and a note that a cancelation request requires 14 days notice prior to next scheduled bill date, else they'd charge the monthly VIP fee, per their policy. Next, got a 3rd email stating they were processing my request & there was nothing else for me to do - and they restated their cancelation policy.?? I was already aware of the policy. I emailed again explaining I have extenuating circumstances stemming from sudden onset of severe health issues, which I've been in treatment for since Nov. 2022, and haven't been able to work.?? I got another auto-reply, with assigned new Ticket ID #**********, followed by an exact duplicate email of their 2nd automated email!?? I replied restating the contents of my prior detailed email, and noting I'd appreciate them making a policy exception in my case, and not charge me the $49, as doing so would be burdensone, and detrimental to my health and finances.?? On 02/01/23, ****** of Client Success Team replied with a link for membership cancelation (which I'd already done). Seconds later, I got yet another auto-reply email, with assigned NEW Ticket ID #**********! It stated my request was closed and no further action was needed.?? For clarity, I replied, stating, "...I'll take your reply to mean you will not make any further charges on my credit card..."?? They sent another auto-reply with new Ticket ID #**********. Then on 02/02/23, ****** replied again (duplicate email from prior day), followed by an email stating my request was completed.YET on 02/04/23 THEY BILLED MY CREDIT CARD at 6:19 AM! This is fraud! Refund is due to me

  Business Response

  Date: 02/14/2023

  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. 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. 

  
  Below, I am including screenshots of the three areas on the sales page and the Terms and Conditions. Two of the areas have to be manually checked to proceed with the enrollment. 

  
  ******* reached out to FASTer Way on 1/31 via email requesting to cancel her membership at 5:44am. A reply was sent to her on 1/31 at 8:24am with instructions on how to proceed to cancel her subscription. She completed the process correctly and her subscription was marked to cancel on 3/6 since her request was not submitted 14-days prior to her bill date of 2/4. This is why she was charged $99 on February 4th. This was communicated to her at the time of enrollment and her 1/4 receipt, please see attachment. 

  
  She did receive an email and a text on 1/31 confirming that her request to cancel was received and if it was not submitted 14 days prior to her auto-bill date she would be charged on her bill date of 2/4. See image attached. 

  
  Her account is now set to cancel on 3/6. She maintains access to the program through this date. No further charges are scheduled on her account. 
  

  
  

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Faster Way to Fat Loss program was started for an initial 6 weeks. I did VIP program for 1 month after. Then wanted to cancel. This company literally makes it so hard to find out how to cancel. I could only find information on emailing them about cancelling. So I did. Received no response. I finally found a phone number and was just given the run around and they will not refund my $99. Extremely poor service and makes you feel ripped off. When you physically talk to them, they WILL NOT cancel and make you go into an app to do so, yet they go into your account while you are speaking with them. Unprofessional and a waste of time. The only way I could find a phone number was after they charged me $99 and I got an email stating that I was charged. Phone number was at very bottom, and super tiny.

  Business Response

  Date: 01/24/2023

  BBB Response for Shelly Lawrence 

  
  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. 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. 
  Below, I am including screenshots of the three areas on the sales page and the Terms and Conditions. Two of the areas have to be manually checked to proceed with the enrollment. 

  
  Even though the client did not meet the cancellation policy, she was refunded the $99 VIP charge and her subscription has been canceled. 

  
  In the screenshots the client sent to us, it shows where she acknowledged the $99 monthly subscription, these are included below. 
  

  
  

• Initial Complaint

  Date:12/19/2022

  Type:Order 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.

  Company is charging for a service that I do not want and is claiming I have to pay for service that I am not accessing. They have a 14 day advance cancellation language imbedded somewhere in their documentation and it is impossible to find how to cancel a subscription on their website or app (likely by design). Its a scam to bilk people out of money.

  Business Response

  Date: 12/21/2022

  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. 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. Two of the areas have to be manually checked to proceed with the enrollment.

  
  The client rolled into the *** subscription on 12/18 and on 12/18 she requested to cancel. Because she did not request to cancel within 14 days (she requested in 0 days), per the policy, she was charged $99. 

  
  She maintains access to her *** subscription for an additional 30-days and will be canceled on 1/18. 

  
  The client did not meet the requirements of the cancellation policy, therefore a refund is not applicable.