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Description

Legacy Publishing Company is a direct response marketing company that creates and sells educational and self enhancement products.

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 16 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 135 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

135 complaints closed with BBB in last 3 years | 32 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 53
Billing/Collection Issues 37
Delivery Issues 5
Guarantee/Warranty Issues 10
Problems with Product/Service 30
Total Closed Complaints 135

Customer Reviews Summary Read customer reviews

17 Customer Reviews on Legacy Publishing Company
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 16
Total Customer Reviews 17

Additional Information

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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. Pam Dixon, Customer Service Manager
Contact Information
Principal: Ms. Pam Dixon, Customer Service Manager
Number of Employees

175

Business Category

PUBLISHERS REPRESENTATIVES CONSUMER PRODUCTS All Other Publishers (NAICS: 511199)


Additional Locations

  • 10 Speirs Street

    Westbrook, ME 04092 (207) 856-5600 (800) 494-1914

  • 1
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BBB Complaint Process

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Additional Phone Numbers

  • (800) 494-1914(Phone)
  • (207) 854-9816 (Fax)
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Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
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Complaint Detail(s)

7/8/2014 Billing/Collection Issues
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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Advertising/Sales Issues
9/27/2013 Problems with Product/Service
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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I heard about an offer on the radio for a free trial on a program. When I called, the man I spoke with pressured me into accepting their "offer". I made it clear that I was unsure about using my credit card, but he very smoothly talked me into it. When I received the package, I did NOT open it. I returned it to sender with UPS. They would not accept the package. I called to explain the issue. They said it is not able to be returned?! I feel I was pressured into this and now I am stuck. My credit card is being charged and now sits over limit.

Desired Settlement: I really just want it to be known that the representatives were very pushy. I was not prepared to put any money up front. The man I spoke with continued to push me until I caved.

Business Response: According to our records, on December 4, 2012, the consumer placed an order for the Total Transformation Program and the Total Transformation Program Parental Support Service.  Under the Total Transformation Program Feedback Survey Promotion, the cost of the program is three payments of $119.00 each. Consumers are eligible for a full product-prince 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. In order for the survey to be considered complete, every question must be answered and nothing can be left blank or answered with “N/A” or “Not Applicable” .
 
During the consumers sales call on December 4, 2012, the consumer agreed to be billed the ****** shipping and processing fee along with the first Total Transformation Program product installment of $******* totaling *******. The consumer also agreed to the additional two monthly payments of ******* for the Total Transformation Program, each to be billed approximately 30 and 60 days from the initial order date. Once the completed Feedback Survey is received, as long as it is postmarked within 180 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. Any payments that have not billed would be cancelled at that time.
 
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 trail 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 February 1, 2013, our warehouse received the Total Transformation Program without return authorization. Due to the program not being eligible for a return, the program was refused by warehouse and sent back to the consumer under UPS tracking number *******************
 
On February 4, 2013, the consumer called Customer Service questioning the status of her refund for her return. The consumer was advised that her shipment was refused by the warehouse due to the product not being eligible for a return. The consumer was advised that she had until June 7, 2013 to complete and postmark her feedback survey in order to be eligible for a product price refund of the Total Transformation Program.  The consumer requested to speak with a supervisor and was transferred per her request. When speaking with the supervisor, the consumer expressed that she was upset about having the program being sent back to her. The supervisor reiterated the terms of the Total Transformation Program Feedback Survey promotion and advised the consumer that the only way to receive a refund was to complete and postmark the Feedback Survey on or before June 7, 2013 . The consumer disconnected the call.
 
On February 4, 2013, soon after the consumer’s call to Customer Service, the consumer’s husband called in. The Customer Service representative advised the caller of all terms for the Total Transformation Program Feedback Survey promotion and the Parental Support Service. The representative offered to hold the remaining installment for the Total Transformation Program to March 4, 2013 to allow the consumer to complete the survey without being charged. The caller accepted this offer.
 
The consumer has until June 7, 2013 to complete and postmark the Total Transformation Feedback Survey in order to be eligible for a product price refund for the Total Transformation Program. 
 

Business Response: After a thorough review of the consumer’s Sales call that took place on December 4, 2012, the Sales agent advised the consumer of the terms for the Total Transformation Feedback Survey offer, the consumer initially declined the offer due to wanting to discuss with her spouse and the Sales agent then re-stated the consumers reason for initially calling and her need for the product due to her specific situation.  The consumer stated that she was concerned as to what funds were available on her credit card.  The consumer asked the Sales agent a few buying questions regarding the billing process, the offer, and the survey.  These questions were all answered clearly by the Sales agent.   After this clarification, the consumer placed her order.  
 
At no point during this call did the Sales agent pressure the consumer in placing this order.
 
The terms of the Total Transformation Feedback Survey offer state that in order to receive a full refund of the Total Transformation Program product price, the feedback survey must be completed and postmarked within 180 days, starting the date of delivery.  This said, the consumers package was delivered on December 7, 2012, allowing the consumer until June 7, 2013 to complete and postmark their Feedback Survey for a full refund of the Total Transformation Program product price refund.
 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #9408068.  However, I do feel I was pressured. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/15/2013 Problems with Product/Service
1/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the Total Transformation Program in October 2012 and they added the Total Focus Program in addition stating I had 60 days to try it and return it. I contacted Legacy Publishing in November 2012 to let them know I wanted to return the Total Focus (and additionally, to cancel their Support Line services that I did not authorize them billing from my account). I was never provided with Return instructions and thus was unable to return the materials by the 60 day deadline, and today they took $119 from my account even though I indicated I was not interested in their product. When I contacted their representative he indicated there was nothing they could do because it was after their 60 day trial period, and when I indicated the earlier communications (including email) he acknowledged them but said there was nothing he could do. I asked if there was another number for the Return instructions and he said No, to which I asked--why weren't the instructions provided at the time of one of the previous two communications.

Desired Settlement: I want my $119 refunded. This company knew I desired to return their materials (within the 60 day period) and never provided me with the appropriate instructions for doing so. Consequently they billed my account without authorization as I had stated I wanted to return their materials.

Business Response: According to our records, on October 4, 2012, the consumer contacted our Customer Engagement Center and placed an order for the Total Transformation Program under the Feedback Survey promotion, the Total Focus Program and the Parental Support Service.
 
The cost of the Total Focus program is $119.00 This program is backed by a 60 day guarantee period which ended on December 7, 2012.
 
Our Quality Assurance Department has reviewed the October 4, 2012 sales call and found that all terms of the offer were explained clearly by the sales agent and agreed to by the consumer. There were no discrepancies. Our Quality Assurance Department also reviewed the November 13, 2012 call to Customer Service and found that return instructions were not given during this call due to the fact that the consumer never requested to return the Total Focus Program during this call.  The Customer Service Representative, although being rushed by the consumer, was able to advise the consumer of the Total Focus Program guarantee date, and that a call would need to be made on or before December 7 if the consumer wished to return the Total Focus Program. 
 
No call was received to request return authorization for the Total Focus Program on or before December 7, 2012. The payment of $119.00 for the Total Focus Program processed on January 10, 2013. The program is no longer eligible for return or refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the Total Transformation back in October 2012 in hopes this would help my unruly * year old. After watching the start up video and the initial video I found that this was not the right thing for my child. I managed to get the material sent back to Legacy Publishing Company by 10-31-12 which was within the 30 day return policy. Their advertising said to return with no hassle and no questions asked on the TV Infomercial. I contacted Legacy Publishing Company to inform them of returning the product the day I shipped it with the tracking information. Shortly after, about 5 days I was charged by Legacy Publishing Company. I contacted Legacy again with no response on what could be done. I then contacted by bank and immediately started a dispute. I shipped the package with a tracking number so that they could not say they did not receive it. They turned around and shipped it back to me, to my PO BOX. I refused the package at my local post office in Valle Crucis as I did NOT want it. They are now going on that they never received the package back which is bogus and my post master could verify that I refused the package and it was returned. They are still disputing that I owe these bogus charges for a product I don't even have, nor do I want. This is one of the worst businesses I have ever dealt with, and their customer service values??? They have None! I did what I was supposed to do and still they don't want to accept that and move on but take advantage of customers and their money! As a controller of a business and dealing with consumers on a daily basis, I would have to say if I were to treat my customers the way they do, we would not have any customers!

Desired Settlement: For others to know about this company prior to making purchases with them. For the company to quit trying to charge my credit card!!!!

Business Response: According to our records, on September 21, 2012, the consumer placed an order for the Total Transformation Program on our website for our free trial offer, which consists of a 30 day guarantee. Under the free trial offer, the consumer has 30 days, starting date of delivery, to review the program, paying only shipping and processing  to receive the product. 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.
 
According to the tracking information, #********************, the package was delivered 10/1/2012.  This said, 10/1/12 was day #1 of the 30 day free trial/guarantee period allowing the consumer until 10/30/2012 to contact Customer Service to request return authorization. On 11/1/2012, the consumer called our corporate number and left a voicemail advising that she had returned the package, under tracking number, **********************. According to this tracking number, the program was postmarked on 10/31/2012 by the consumer. The shipment was received at our warehouse on 11/8/2012 and refused back to the consumer under tracking, ********************, due to the product be returned outside of the 30 day trial/guarantee period.
 
On December 3, 2012, the consumer contacted our Customer Service Department to request a refund for the returned product. The representative advised the consumer that due to package being returned outside of the 30 day trial/guarantee period, no refund was due. The consumer requested a supervisor and was transferred to the supervisor’s voicemail. The supervisor returned the consumer’s call on December 6, 2012.  A voicemail was left for the consumer to return the supervisor’s call, however the consumer never returned the call.
 
On December 7, 2012, the consumer emailed Customer Service requesting a refund for the product. After several correspondences between Customer Service and the consumer in regards to the product, an exception was made to allow the consumer to return the product. On December 13, 2012, Customer Service emailed the consumer a return authorization number including full return instructions.
 
On January 15, 2013 our warehouse received the consumer’s return and cancelled any and all future payment(s) on the account. No refund was issued due the fact that the consumer has submitted a dispute with their financial institution for all charges billed by Legacy Publishing Company.  This said, the consumer has already received credit for the charges from their financial institution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a reading package from the company in which I was unable to use the package because I had a ******** ********** I explain my illness to one of their representative and I was given instructions to return the package. I sent this package back to the company within the trail period and they received it. I contact the company a few weeks after the return of the package concerning the refund. They agreed again that they received the package but explained to me that the representative I spoke to to return the package should not have allow me to return it. This seems like a problem within their company but they excepted the package and still have it. This package was in excellent condition and could have been sold as new. If this company materials are great for most of their customers, they should not have a problem returning refunds for one customer who was not able to use their materials. Complaint ID *******

Desired Settlement: I have for my refund for months and I would like my refund as soon as possible! I have pleaded with this company to return my funds. I will plan to forward my complaint to the Education Department in Washington, D. C.

Business Response: According to our records, on August 25, 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 $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 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 August 25, 2011, the consumer agreed to be billed a $19.00 shipping and processing fee along with the first product installment payment of $119.00, totaling $138.00. The consumer also agreed to the two additional monthly payments of $119.00 each to be billed approximately 30 and 60 days from the initial order date. Again, with this offer, depending on how soon the survey is returned and processed, any installment payments that have been billed for the Total Transformation Program are fully refundable in exchange for the completed, results-based Feedback Survey. Once the completed Feedback Survey is received, as long as it is completed and postmarked within 90 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 been billed would be cancelled at that time.
 
The Total Focus Program is backed by a 60 day guarantee period, starting the date of delivery. The trial period for the Total Focus Program ended on October 28, 2011. If no call is made within the 60 day trial period, the cost of the program is $119.00, charged 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 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 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. A copy of the letter is attached.
 
On September 21, 2011, a call was made to our Customer Service Department to request a return of the Total Transformation Program. The representative explained the terms of the feedback offer and as a courtesy, offered to hold the two remaining installment payments for the Total Transformation Program past the allotted 90 days for the Feedback Survey to allow the consumer to complete their survey without having the remaining two installments process during their 90 days. The representative advised the consumer that if the consumer did not complete their survey within the allotted time, the two remaining installments would then process, the first being 3 weeks from the 90th day, and then second a month later.
 
On October 31, 2011, the consumer called again to return the Total Transformation Program and was denied a return and was advised in order to receive a product price refund for the Total Transformation, their Feedback Survey had to be completed and postmarked no later than November 30, 2011.
 
On November 10, 2011, the consumer’s Feedback Survey was received and processed, however, pages 5, and pages 7 through 28 were incomplete. Along with the survey being returned, the consumer also returned their product.  The two remaining payments for the Total Transformation Program and the payment for the Total Focus Program were cancelled due to this return.
 
The consumer contacted our customer service department again on January 11, 2012. At this time, the consumer questioned their refund status and was advised by the representative that no refund was processed due to the Feedback Survey being returned incomplete.  The representative  also advised the consumer that the Total Transformation Program was not eligible for a return. The representative advised that the consumer could submit an appeal through our website and request a refund for the returned product. The consumer was transferred to a supervisor and the supervisor advised the consumer that she would submit an appeal on the consumer’s behalf.
 
On January 18, 2012, our appeals department emailed the consumer to let her know that a decision was made to allow a return for the Total Transformation Program, however, the consumer would incur a $50.00 restocking fee due to the program being returned when it was not eligible. If the consumer agreed, they would receive a refund of $119.00, less the $50 restocking fee, a total of $69.00. The consumer was advised in the appeals letter that she had until February 1, 2012 to sign and return the letter if she agreed to the terms.
 
On March 2, 2012, our appeals department received and processed the consumer’s signed appeals decision and issued a refund of $69.00. Please see attached the consumer’s signed appeals letter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought product (CD's and DVD's). The company said they are yours for free if you fill out a survey and send it back. I did send the survey back and the company acknowledges that they received it. They owe me 500 dollars and refuse to give it back.

Desired Settlement: I just want back what they took form me which is 500 dollars.

Business Response: According to our records, on June 18, 2012, the consumer placed an order for the Total Transformation Program Feedback Survey Promotion. Under this particular offer, the cost of the program is three payments of $99.00 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. In order for the survey to be considered complete, every question must be answered and nothing can be left blank.  As explained on the Commonly Asked Questions sheet that is included with the consumers shipment, if a question does not apply to the consumer’s specific situation, they must provide a detailed explanation as to why each question does not apply. Also, as stated on the Commonly Asked Questions sheet, incomplete surveys are not eligible for a refund.  The definition of an incomplete survey is where any one question in the survey is not completely answered or when any one question in the survey is answered with “Not Applicable” or “N/A”.
 
On September 25, 2012, the consumer’s Feedback Survey was received and processed by our Survey department.  Pages 11, 12, 20, 21, 23, 25, 26, 27 and 28  were considered incomplete due to the fact that some questions were not answered completely and/or were left blank. Several of the pages were considered incomplete due to the fact that many of the answers the consumer provided were not relevant to topics or techniques discussed in the program.
 
A list of the consumer’s survey inconsistencies is below:
 
Pages 11 and 12 - The consumer was asked to “Describe the results obtained in each of the ten techniques in the boxes provided.” The boxes for each of the techniques were left completely blank.
 
Page 20 – The first part of the question asks the consumer to “List five concepts of behavior management that you found most helpful, and why they were helpful.”  The second part of this questions instructions were printed in bold and asks “please describe specific instances where you used each technique.” The consumer listed the five concepts, however did not explain why they were helpful, nor did he provide any specific instances where each of the techniques were used.
 
Page 21 – This question asks “Describe three situations you had with your child this week in which a concept of behavior management  worked well  for you, and three situations that did not work as well as you had hoped, and why they did not work.” The consumer only provided days of the week as answers and did not describe the any of the situations for either of the questions.
 
Page 23 - The consumer is asked “After listening to *****’ discussions of goals and commitments and reading about it in the workbook, what have you found helpful for you?”  The consumer answered this question by writing “Yes.”
 
Pages 25 and 26 – These pages required the consumer to “Describe each of the eight steps of the discussion that you had with your child in detail, and explain what went well, and what, if anything, did not go well.” The consumer neglected to list the eight steps required and also neglected to provide any details of the discussion as instructed.
 
Page 27 - The first question asks the consumer to “List three things that triggered your child’s anger and describe what you see in your child’s behavior with each trigger.” The consumer provided three things that triggered their child’s anger,  but did not provide any description as to what they saw in the child’s behavior with each trigger. Question 2 asks the consumer to “Describe your experience with Lesson 7, how did you use trigger management with your child, and describe how you used it to help your child deal with a behavioral incident.”  The consumer did not share his experience with this lesson, but gave a one word answer that had no relevance to the question asked, nor did he describe how it was used to help his child deal with a behavioral incident.
 
Page 28 – The consumer is asked “Please discuss your reaction after watching this video. What they learned after watching this video that they did not learn elsewhere in the program?” The consumer, again, gave a one word answer that had no relevance to the questions asked.  
 
Page 31  - The consumer is asked “Which lessons in the Total Transformation Program were most effective with your child?” The consumer provided an answer that is not even a lesson or concept in the Total Transformation Program.
 
October 9, 2012, the consumer emailed Customer Service stating his displeasure and frustration of not receiving a refund.  On October 11, 2012, a Customer Service Supervisor attempted to contact the consumer to discuss the account.  A message was left on the consumers voicemail, however the supervisor’s call was never returned.
 
On January 18, 2012, the consumer called Customer Service with concerns about not receiving his refund for the Total Transformation Program. His upset was evident on this call.  The consumer was transferred the Customer Service Supervisor’s voicemail.  On January 18, 2013, the Customer Service Supervisor attempted to call the consumer, however this was, again, unsuccessful.  A message was left for a callback, however the consumer never returned the call.
 
Due to the fact that the consumer did originally contact Customer Service within his allotted 180 day survey period, and due to the fact that there were multiple attempts to contact the consumer so that we could allow him the opportunity to complete his survey for a refund, we will allow an additional two months for the consumer to complete the survey. We ask that the consumer please contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am-5:00pm EST so we may set up the additional two months for the consumer. It is important to note that the consumer will NOT be eligible for a refund unless all of the pages listed above are fully completed with answers that apply, and are relevant to, results obtained from the use of the concepts in the Total Transformation Program.

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 add that nowhere in any part of the contract or paperwork does it say that a "wrong" answer constitutes an incomplete survey. It is a survey afterall and not a "test" I appreciate your help in this matter and will complete survey again when I receive it.



BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2013 Problems with Product/Service | Complaint Details Unavailable
1/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was checking my online bank statements last night with my husband and I asked him what he purchased from Legacy Publishing for $49. He said he had no idea what Legacy Publishing was. With that he did some research and found out it was The Total Transformation, a parenting program of which we had purchased in April of 2011. I checked my bank statements and noticed that I have been charged $49 per month since April of 2011!!!! We had no idea we were being charged monthly for this and it was without our knowledge or permission!!! Apparently the charge is for a 24 hour hotline to use. We have never once used this hotline nor were we even aware of its availability!! To us this is considered fraud! We called the company this morning to inform them that we would like to be credited for this. The only credit they would give is 2 months. We have been billed $49 for the past 21 months for a total of $1,029. We would like to be reimbursed for this amount.

Desired Settlement: Reimbursement of the amount we were charged without our knowledge or consent!!!!

Business Response: According to our records, on March 15, 2011, 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 on 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 this service was made on January 3, 2013. During this call, the consumer requested a full refund, stating that they did not agree to the service.  The representative, as a courtesy, issued a refund for 2 of the charges.  The representative also explained to the consumer that due to the fact that all of the terms were explained clearly on the site and accepted by the consumer, no additional refund was due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was provided information that stated if I provided feed back on their product it would be provided free of charge. There was not any information provided that stated if we decided to return we needed to do it within a certain time period. I didn't ever agree to pay nearly $350.00 for a product I would not use. I got the product opened and reviewed some of the material over a couple of weeks. I called to tell them that I was not going to be able to use the product and I wanted to request a return material authorization number, I was put on hold and then after a couple of minutes I was told that I was outside the window allowed for returns. There was nothing I could do other than pay the full price of three hundred and something dollars. I tried to explain that I didn't get any information about the 30 day return policy and customer service said there was nothing they could do.

Desired Settlement: My preferable outcome would be to return the merchandise, and be done with the issue. I tried to explain that they could keep the initial $109.00 they had charged to my credit card, and allow me to return the product but they will not even discuss. I wish to return the product and have them and their representatives stop harassing me.

Business Response: According to our records, on October 1, 2012, the consumer placed an order, on our website, for the Total Transformation Program free trial offer. This offer comes with a 30 day guarantee. Under the free trial offer, the consumer has 30 days, starting date of delivery, to review the program, paying only shipping and processing to receive the product. 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.
 
According to the UPS tracking information, ******************, the consumers shipment was delivered October 8, 2012.  This said, October 8, 2012 was day #1 of the 30 day free trial/guarantee period allowing the consumer until November 6, 2012 to contact Customer Service to request return authorization. On November 19, 2012, the consumer called our Customer Service Department to request to return the Total Transformation Program. The representative advised the consumer that the 30 day free trial/guarantee period had expired and the program was no longer eligible for a return.
 
We apologize for any misunderstanding.  At the time of order, there were 2 different purchasing options on our website.  The first option was to call into our Sales Department and place an order  for the Total Transformation  Feedback Survey Offer. The second option was to place an order on the website for a free trial offer with a 30 day guarantee to return the product (no feedback option).  After review of the consumers account, it was determined that an incorrect product code populated into our system during the order process.  Due to this error, the consumer was not sent all of the proper paperwork/information for their order.  
 
We apologize for any inconvenience.  Due to the fact that the incorrect information was sent to the consumer, we will gladly provide the consumer with all of the proper paperwork/information necessary form them to complete their Feedback Survey for a full product price refund for the Total Transformation Program.  With this said, we please ask that the consumer contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am-5:00pm EST and request to speak with a supervisor, so that we may advise the consumer of the Feedback Survey terms and provide the consumer with the proper paperwork for the Feedback Survey.

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: December 4, 2012 Attorney General’s Consumer Information and Mediation Service 6 State House Station Augusta, Maine 04333 RE: Financial Exploitation of the Elderly To Whom It May Concern: I am writing to dispute charges that were made to my mother’s credit card from Total Transformation (Legacy Publishing Company). My mother lives alone and is ** years old. The Total Transformation program provides tools and techniques designed to help parents become more effective. The program was purchased as a gift to me. February 8, 2012. She purchased the Total Transformation package over the phone and agreed to pay 3 installments of $119.00. The first payment was billed on 2-8-12, an additional $119.00 would be billed thirty days from original order date, and final payment of $119.00 one month thereafter. The product was eligible for return within the initial 60 day trial period. Additionally, she was eligible for a $357 refund if a survey was completed and returned within 180 days. What they neglected to tell her or make it clear to her was the fact that she would also be charged $49.00 per month for a parental support line. This is what we are disputing. Not only did they not explain she would be billed this monthly fee, there is no mention of it in the program kit or the packing slip (see enclosed copy). The packing slip actually shows a line item for parent support of $1.00. She was billed 8 months for a total of $392.00 before she realized this was a parental support charge, not the original program fee. March 5, 2012. I contacted customer service to cancel and was convinced to keep the program after they informed me they would waive the last two payments for 180 days. Again nothing was mentioned of any payment required for the parental support line. October 9, 2012. I spoke with ****** to cancel parental support line. She said they would credit the last payment but could not credit any other payments. I asked to speak to the customer service manager and was transferred to a voice mail. October 16, 2012. No return call from manager. I called back and was transferred to ******, customer service manager. She informed me there was nothing they could do even though my mom was not aware of the charge. Additionally, the support line was never used by us. She told me she would get back with me within 5-7 business days with a recorded transcript of the conversation with my mom as well as a copy of the transcript and operator notes. December 5, 2012. Still no transcript has been received. I called back and spoke with *******, who is putting another request in for the transcripts. What do you recommend as our next steps? We are respectfully requesting a refund of 7 months of the parental support line for a total of $343.00. Total Transformation is headquartered in Maine and the publishing company, Legacy Publishing which also provides the support is in Wisconsin. My mom lives in Illinois. Are you the appropriate Attorney General to contact? I am also going to submit a complaint to the BBB. Your assistance in this matter is greatly appreciated. Please let me know what additional information you require. Respectfully, Business Complaint Contact Information: Legacy Publishing Company Attn: Total Transformation 511 Wisconsin Drive New Richmond, WI 54017-2613 800-460-2235 Total Transformation Customer Service 10 Speirs Street Westbrook, ME 04092

Desired Settlement: We are respectfully requesting a refund of 7 months of the parental support line of $343.00

Business Response: According to our records, on February 5, 2012, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program, the Total Focus Program and access to 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 $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.
 
During the initial sales call on February 5, 2012, the consumer agreed to be billed the $19.00 shipping and processing fee along with the first product installment payment of $119.00, totaling $138.00. The consumer also agreed to the two additional monthly payments of $119.00 each to be billed approximately 30 and 60 days from the initial order date. Again, with this offer, depending on how soon the survey is returned and processed, any installment payments that have billed for the Total Transformation Program are fully refundable in exchange for the completed, results based Feedback Survey. Once the completed Feedback Survey is received, as long as it is postmarked within 180 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 Total Focus Program is backed by a 60 day guarantee period, starting date of delivery. The trial period for the Total Focus Program ended on April 8, 2012. If no call is made within the 60 day trial period, the cost of the program is $119.00, charged 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 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 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. A copy of the letter is attached.
 
On March 5, 2012, a call was made to our  customer service department to request a return of the shipment. The representative offered to hold the remaining two installment payments for the Total Transformation Program past the allotted 180 days for the Feedback Survey to allow the consumer to complete their survey without having to worry about the remaining 2 installments.  If the consumer did not complete their survey within the allotted time, the 2 remaining installments would then process, the first being 3 weeks from the 180th day, and then the second a month later.  The consumer accepted this offer and was also advised the Total Focus program trial period ended on April 8, 2012.
 
On August 10, 2012, we received and processed the consumer’s Feedback Survey. At that time, a refund of $119.00 was issued and the two remaining installments for the Total Transformation Program were cancelled.
 
On October 9, 2012, the consumer’s daughter called to check on the refund status of the Feedback Survey and was advised that a refund of $119.00 was posted to the consumer’s account and that the two remaining installments for the Total Transformation Program had been cancelled. She also questioned charges of $49.00 on the consumer’s account and was advised that the charges were for the Parental Support Service. The consumer’s daughter disputed that the consumer agreed to the terms of the service and requested a full refund. The customer service representative refunded the last charge of $49.00 as a courtesy and sent a request to our Quality Assurance department to review the original sales call from February 5, 2012 for compliance.
 
According to our Quality Assurance department, the consumer agreed to the Parental Support Service terms. These results were mailed to the consumer on October 12, 2012. On October 19, 2012 the consumer’s daughter contacted customer service to request to speak with a supervisor and was advised by the supervisor of the Quality Assurance results. The consumer’s daughter then stated that she had requested to cancel the service during her March 5, 2012 call to customer service. The supervisor advised that our Quality Assurance department would review the March 5, 2012 call for a request to cancel the Parental Support service and the results would be emailed to her within 5-7 days.
 
Due to a clerical error, the results of March 5, 2012 call where never emailed to the consumer’s daughter, however, the Quality Assurance department determined after a review of the call that there was no request during the March 5, 2012 call to cancel the Parental Support Service.
 
On December 4, 2012, the consumer’s daughter called because she had never received the results and requested to have a copy of the February 5, 2012 and March 5, 2012 call recordings sent to her. The representative submitted the request and the recordings were emailed to the consumer’s daughter on December 24, 2012.
 
Based on the original sales call, It is clear to us that the consumer’s daughter called previously to inquire about the product, however did not place an order for the product.  The consumer then called us back to have the terms re-explained to her.  Once all terms were re-explained, she asked some clarifying questions, the agent clarified, and once clarification of the terms were given to the consumers satisfaction, authorization was given to place this order.  
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered "The ***** ************** ******" from this business. I called the company on 12/20/2012 to request a return authorization for the product but was told I was a day late and they would not honor the return. The invoice for the product I ordered indicates I can return the product within 30 days of the initial delivery. Actual wording says "This product is eligible for return within the initial 30 day trial period only, (30 days from the delivery date)." There is no wording on the invoice that says the date of delivery counts as one full day. The delivery date was 11/20/2012. The return date is 12/20/2012. Counting the days "from" 11/20/2012 "to" 12/20/2012 is 30 days. The customer service representative would not honor the return of the product saying they use "the" delivery date as one day. The invoice doesn't say that. If Legacy uses "the" delivery date as one full day, then their invoice should indicate that completely. Counting out days "from" one day to the next is "1" day not "2" days. Thus counting days from 11/20 to 12/20 is 30 days, not 31 days.

Desired Settlement: I want the company to honor the return of merchandise within the time period that I returned the merchandise. They refused to give me a return authorization number for the "***** ************** *******, because their calculation of days said it was 31 days, not 30. I wanted to make sure I returned the merchandise anyway within the 30 days. So I returned all merchandise on 12/20/2012. I also believe the company should be very specific on their invoices to identify the exact day the merchandise needs to be returned by to receive an authorization. I counted out the days and it was 30 days, but was shocked that the company would not honor the return, indicating it had been 31 days.

Business Response: Due to an error in the paperwork the consumer received, we will allow the consumer to return the  ***** ************** ******** The consumer may call Customer Service for a return authorization number and return instructions. Customer Service is available Monday through Friday, 8:30am-5:00pm EST.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife ordered the Total Transformation system on 7/12/12. At that time, the operator tried to sell her additional Parental Help Line for $49 per month. My wife declined and told the operator that she only wanted the Total Transformation System. The next month we noticed a charge on our credit card for the Parental Help Line from Legacy. My wife called the company and had the charge reversed. After we had finished paying for the total transformation system (they bill you monthly for three months), I noticed a new charge from Legacy Publishing on my credit card for $119. My wife called Legacy to find out what the charge was for and they said that she had ordered another program from them. She told them that she had only placed an order for the Total Transformation System and asked them to check the taped conversation for proof that she had ordered another program. They have not responded to our request. They are charging us $119.00 for a program that we never ordered or received.

Desired Settlement: Refund our $119.00 and stop their predatory and unauthorized charging practices.

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 Total Focus program. After a review of the call, it has been determined that terms of the Total Focus program were not explained properly and agreed to. As a result, return instructions for the Total Focus Program were emailed to the consumer on December 13, 2012.  Once the Total Focus Program has been received and processed, a credit of $119.00 will be applied to the credit card on file.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on the tv commercial it says its absolutely free.there is nothing said anywhere in small print or by a person that you have to front money any where and then get it back.this commercial has played several times with the same information.

Desired Settlement: i would like some settlement,if possible for emotional damage caused to me for having false hope on a product promised to me absolutely free,that isnt,if not possible,id like other people that have had to had money refunded to them because of this,taken care of financially,if not id like the company to not only stop their commercials,but close their company,and have to pay for any emotioanl and/or finanical damage they may have caused.

Business Response: We apologize for any misunderstanding regarding ouradvertising.  For clarity, our ads state “call now to find out how toreceive the program for free”.  When a consumer contacts our CustomerEngagement Center, they are advised that the Feedback Survey offer features afull product price refund in exchange for a completed survey returned within180 days, starting the date of delivery. An agreement to these terms must bereceived from the consumer in order for the order to be submitted forprocessing. 

As far as payment terms, we offer a one payment option of$329.00 plus shipping and processing or a 3 payment option requiring onepayment of $119.00 plus shipping and processing at the time of purchase with twoadditional payments of $119.00 in approximately 30 and 60 days from theoriginal order date. This acts as an incentive to complete and return thesurvey. As long as the survey is complete and postmarked within the 180 period,the consumer is eligible for a full refund of the product price and the programis theirs to keep.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted this company to participate in a free offer to try their Total Transformation Program. In addition to sending me that program they also sent me their Total Focus program. I did not request this program be sent to me and I did not realize it had to be returned or I would be charged $119.00 for it. When I contacted customer service they advised I cannot return it even though I never opened the package. I explained to them that I do not even remember being told about the Total Focus program. I was very meticulous about following the directions of the rep that I placed my order with so I cannot believe that I would have overlooked such an important factor. I am not a person of wealth and I knew I could not afford to buy any of these programs that is why I was calling to participate in the offer to complete their intense survey. The more I think about it I do remember telling the rep I ordered with that I did not want him to send me something however I cannot remember what it was. I was told that my call to order was recorded and would be reviewed and the company would contact me to see if I agreed to them sending me the extra program. They said they would send me a copy of the audio so I could hear it for myself but they did not they only sent me a note saying they reviewed the call and determined that I was told about the terms of receiving that program. I called customer service again to ask for the recording and they said they would send it but I still have not received the recording. I feel as though this company is taking advantage of people who are calling them while they are in a vulnerable state. People who are desperate to find answers about how to help their child with behavior issues are usually under extreme duress when they make these calls. The reps offer you so many extra products when you call, like a parental support hotline which you also have to remember to cancel, it is hard to keep up with everything they are offering you. Any ethical company would receive their returned product as long as it was not tampered with in any way. Especially considering the families they are working with are obviously having problems. I just cannot understand an absolutely no return policy except that they are hoping that people will overlook it and be stuck with a product they do not want and cannot afford. This company's practices are “vulturesk” to say the least. I see them as vicious predators preying on people who are in a vulnerable state. I do not recommend anyone do business with this company and I find it hard to believe the BBB would still approve of a company with such deceptive practices. My faith in the BBB is a bit skewed now. Especially when you consider all of the complaints you can find on this company for the very same thing.

Desired Settlement: All I am asking is that I be allowed to return the unopened, untampered with product that I did not ask for and cannot afford for a refund.

Business Response: According to our records, the consumer placed an order for the Total Transformation Program on August 3, 2012. Also during this call, the consumer agreed to purchase our Total Focus Program and our Parental Support Service. The Total Focus program is backed by a 60 day guarantee, starting date of delivery. If the consumer does not call Customer Service within the 60 day guarantee to return the program, the program is theirs to keep and is no longer eligible for return or refund. The terms of this guarantee were explained during the original sales call on August 3, 2012 and are reiterated on the packing slip that is included in the consumer’s shipment. The guarantee for this program ended on October 5, 2012. No call to Customer Service was made on or before this date to request return authorization. The program is no longer eligible for return or refund.
 
A request was submitted to retrieve and send the Sales call recording on 11/23/2012. These requests take up to 10 business days to be completed. The call recording will be emailed to the consumer as soon as the request is fulfilled by our Quality Assurance department.

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 sure I rejected the Total Focus program when I ordered. I still have not received the recording of my call. I am sure they are able to edit it anyway so what's the use.

My main concern is Legacy's ridiculous absolutely no return policy even if the product was not used in any way. Legacy is a scam company and they are preying on families already overwhelmed with issues in hope's the family will miss the "fine" print rules of their programs so they can profit from their misfortune. Why else is this their policy?  BBB should consider all of the negative feedback about this company and withdraw your support of them.

Business Response: According to our records, the consumer placed an order forthe Total Transformation Program on August 3, 2012. Also during this call, theconsumer agreed to purchase our Total Focus Program and our Parental SupportService. The Total Focus program is backed by a 60 day guarantee, starting dateof delivery. If the consumer does not call Customer Service within the 60 dayguarantee to return the program, the program is theirs to keep and is no longereligible for return or refund. The terms of this guarantee were explainedduring the original sales call on August 3, 2012 and are reiterated on thepacking slip that is included in the consumer’s shipment. The guarantee forthis program ended on October 5, 2012. No call to Customer Service was made onor before this date to request return authorization. The program is no longereligible for return or refund. A request was submitted to retrieve and send the Sales callrecording on 11/23/2012. These requests take up to 10 business days to becompleted. The call recording will be emailed to the consumer as soon as therequest is fulfilled by our Quality Assurance department.

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 sure I rejected the Total Focus program when I ordered. I still have not received the recording of my call. I am sure they are able to edit it anyway so what's the use.

My main concern is Legacy's ridiculous absolutely no return policy even if the product was not used in any way. Legacy is a scam company and they are preying on families already overwhelmed with issues in hope's the family will miss the "fine" print rules of their programs so they can profit from their misfortune. Why else is this their policy?  All I want is to return the unused product that I did not request for a full refund.
 
BBB should consider all of the negative feedback about this company and withdraw your support of them.

Business Response: We apologize for the delay in sending the consumer the call recording. We have followed up with our Quality Assurance department and the call recording will be sent no later than end of day, December 7, 2012.  For further clarification, all credit card and/or banking account information must be removed from a call recording before the recording is sent due to compliance laws as well as for protection of the consumer.  The Total Focus terms were explained properly at the time of sale, and furthermore, the terms are reiterated on the packing slip that is included with the consumers shipment.

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 was only sent a small portion of the call recording. I know for a fact I turned down one of the offers made to me. I just cannot remember what it was. The recording is quite obviously edited. The portion where I so called "agreed" to the offer has an unusually long pause before my response. This doesn't seem right to me. I feel as though I am being ripped off here. I requested they send me the entire recording so I can determine which offer I did refuse. I'm pretty sure it was the Total Focus but I guess I will need to wait and see if they send me the entire recording. Can't see how it will help since they obviously edited the recording.

Isn't it obvious this company is preying on unsuspecting people who are going through something stressful? Try listening to one of these calls and see if you can keep up with everything they are offering you. I reccomend a live one though since they do edit the recordings.

All a simple poor person wants to do is return their unused, untampered with product for a refund. As I said before, I could understand no returns if I used it but what other reason (besides a rip off) is there for absolutely no returns?

BBB should consider all the complaints against this company. Legacy is ripping people off.

Business Response: We apologize for any inconvenience. The full call recording was emailed to the consumer, per the consumers request, on 12/13/2012.  Due to compliance laws, call recordings must be edited to remove any account/billing information.  This is done for the protection of the consumer as well as the protection of Legacy Publishing Company.  Our Quality Assurance department has confirmed that the consumer is accurate in their statement regarding the fact that they turned down one program, however the program that was turned down during the time of order was our Two Parents, One Plan Program.  This said, the Two Parents, One Plan Program was not added to the consumer’s order.

The Total Focus Program is no longer eligible for return or refund as per the terms agreed to when the order was placed.  These terms are also reiterated on the packing slip included with the consumer's shipment. We do apologize that we are unable to make an exception to our company policy.

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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/14/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The product was advertised for free if you returned the questionairre within 90 days. I sent the completed forms back within the allowed time and recieved the following e-mail on Nov. 15th. Dear *******, We’ve received your completed Total Transformation Program Feedback Survey. We appreciate your input on the program. You can expect to see your refund post back to the method of payment you used to purchase The Total Transformation Program within approximately 10 business days. Please allow the entire 10 business days for your refund to process. If you do not receive your refund after 10 business days, please call Customer Service at **************, M-F, 8:30-5 Eastern Time. We’ll continue to help you with your child’s behavior—with Empowering Parents, our award-winning weekly online newsletter and website for parents who use The Total Transformation. Look for it in your inbox in the weeks ahead. Thank you for participating in the Total Transformation Feedback Survey offer. Best regards, Customer Service Legacy Publishing Company This was supposed to be the end of the withdrawls from my banking account. On 11-25-12 I noticed a notification of withdrawl for Legacy in the amount of $49.00. This is going to cause problems with other bills that are set up on automatic withdrawl from that account on 11-26-12. I only keep enough money in this account to pay certain bills each month. If the withdrawl goes through on that day, it will cause other recurring items to bounce. I have a tracking numnber ****************** on it was delievered on Nov. 8th. There should not be any withdrawls ever again. I have not ordered or agreed to buy any other products.

Desired Settlement: Refund $49 to my checking account and pay any insufficient fund fees that occur because of their withdrawl.

Business Response: According to our records, on October 15, 2012, the consumer called our Customer Engagement Center and placed an order for the Total Transformation Program. Also during this call, the consumer agreed to our Parental Support Service. This service allows the consumer unlimited 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 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.
 
The Parental Support Service was cancelled per the consumer’s email request on November 26, 2012. At that time, a refund of $49 was initiated as a courtesy. Please allow 3 to 10 business days for the credit to post to the account. The account is paid in full and no additional billing is scheduled on the account.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My initial contact with this company regarding their Total Transformation Program was on Friday, June 22, 2012. One of my first comments to them was that I was not ready to order but just wanted to gather information about the product which was they were “giving away free” according to their website - http://www.thetotaltransformation.com/?dsource=GBSOFFERCON&gclid=************************** I wanted to speak with my daughter, then place the order the following Monday. The person I spoke with warned me that the offer might not be available if I called back at that time. After speaking with her about the program, I agreed, in good faith, to go ahead and purchase it. As of today, this offer is still available – five months later. I feel like I was mislead and pressured into the purchase which I likely would not have made if I had time to discuss it with my family. My daughter and her husband have not been happy with it and didn't feel like they received any useful information they didn’t already know. The way this is laid out just takes too much time to learn anything useful. On October 19, I called to request a refund, which was denied. I had the understanding that returning the surveys was our “payment” for the program. However we should not have to pay for something we do not want to keep and have not benefitted from. We have not returned any of the survey forms due to the enormous amount of time it requires. I then spoke with the Customer Service Supervisor. He was not willing to give in since the program was purchased on the feedback offer. He said that if I had called “within a reasonable time – say 30 days from time of delivery, they may have issued a refund if we were absolutely dissatisfied.” The length of time should not make a difference since we are still within the deadline of December 27, 2012 for returns. I requested a copy of my original conversation with the company, which he said he would email me within 7 days. After another phone call to them he finally sent it on November 9, 2012 – 21 days later with the following note: Dear Ms. We monitor and record all of our calls for quality assurance. Our Quality Assurance Department has reviewed the 6/22/12 sales call to verify the explanation of terms. These Total Transformation Program terms were explained properly and agreed to on 6/22/12. As requested, we have attached the 6/22/12 sales call. Due to compliance laws, the call has been edited to remove all billing and credit card information. This is for your protection as well as our own. If you have any questions, please contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am to 5:00pm EST. Sincerely, Customer Service They did edit the conversation, because the beginning of it has been cut off – the part where they said the “free” offer might not be available in a few days. Additionally, my credit card information was not edited out as they said they would do in the note above. It was repeated two times in the copy of the conversation. There was never any indication that there was no satisfaction guarantee. The end of the conversation was also cut off. Also in the conversation, I was told that I have a guarantee in writing, which I did not receive. The only way for a customer to know that the product cannot be returned if not satisfied is by reading the inserted Free Program Feedback Offer page that comes after we have already paid for the product. One final complaint is that the Total Focus program was returned on October 22, 2012 to meet the deadline which was extended until October 26 and receive a $49 credit for this program - Confirmation # ****. As of today, no credit has been received. I question the honesty of this company and their lack of concern for customer satisfaction.

Desired Settlement: My request is for a refund of $327. (not including S&H) for the Total Transformation Program plus $49 for the Total Focus Program for a total of $376.

Business Response: Due to further research on the account, the consumer has been contacted directly and return instructions have been provided for the product.

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 have spoken with a representative from Legacy Publishing Co. today and received my Return Authorization number. I look forward to receiving full credit of $327 within the next couple of weeks as I will be mailing the Total Transformation package tomorrow - December 11, 2012. I appreciate your fairness in this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a program called Total Transformation earlier this year. When I spoke with the sales lady, she kept asking if I wanted to additional help and I re-iterated numerous times that I only wanted the trial packet. This meant if I finished a survey in 6 mnths, it was free. I DID NOT finish the survey. So, I was to pay $119.00 twice and $139.00 once. I AGREED TO THAT. That amount was billed to me, but then they billed me an additional $49.00 every month, also. I DID NOT AGREE TO THAT and that is theft. To date, they have billed me over $720.00. I want a refund for the 7 times they withdrew $49.00 from my account. They refuse to refund my money.

Desired Settlement: I want a refund for the 7 times they withdrew $49.00 from my account.

Business Response: According to our records, onMay 3, 2012, the consumer called our Customer Engagement Center and placed anorder for the Total Transformation Program. Also during this call, the consumerwas offered and agreed to access to our Parental Support Service. As part ofthis offer, we provide full access to our Parental Support Line for the first30 days from the date of delivery for just a $1.00 trial fee.  If theconsumer decides to continue the service past the 30-day trial period, they donothing and their membership automatically continues for just $49 per month billedto the same card they used to place their order, in approximately 30 days fromthe date of delivery and every 30 days thereafter.

If they decide not tocontinue, 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.  Theconsumers $1.00 trial fee processed on May 4, 2012. Our Quality AssuranceDepartment has reviewed the original sales call that took place on May 3, 2012to verify the explanation of the Parental Support Service terms. These termswere explained properly and agreed to on the  May 3, 2012 Sales call. Wealso include a full page letter in the consumer’s shipment as a reminder ofthese terms. We have no record of a request to cancel this service at anypoint, nor has there been any contact with our Customer Service Department. Theservice has been cancelled at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Usually it is my husband who reviews our credit card bills, and he did not realize that we have been charged 49 dollars a month from Legacy Publishing. Just this month I was looking at the bill and I noticed this charge, I remembered that I had purchased the Total transfromation book a year ago, and I also remeber paying for it in full. so was not sure what this charge was for, so I called the next day and was shocked to find out that it was for service call. I was told that because I had clicked on the 1 month trail I am being charged for this. from what I recall it was a 1 year trial, and it was never my intention to get this service. I don't remember reading, that I was going to be charged. I have never used this service nor do I ever intend to use this service. I am very upset that I have now been charged over 600 dollars for something I never used or never intended to purchase. and to top it off, I understand that others have been chargede 39 dollars and I have been charged 49 dollars. I have been charged 10 dollars more for the same program. This is too all too upsetting. I have requested that it be canceled, and told that I won't be charged agian. I have reuqested a refurnd and have been refused, they told me that they would email me a copy of what I have clicked on, and I am yet to receive it in my email.

Desired Settlement: I would like to get a full refund back and request that Legacy Publishing change its terms too and ask customers if their trial period is up and if they wish to sign up instead of just starting to charge the customer's credit card. in addition, Legacy should not be charging different prices for the same service. It is just not right!

Business Response: According to our records, on September 27, 2011, the consumer placed an order on our website for the Total Transformation Program, the Complete Guide to Consequences Program and access to 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 they are 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 30 days, the Parental Support Service begins billing at $49.00 per month, whether used or not, until a request is made by the consumer to cancel the service. The consumers first request to cancel this service was made on November 12, 2012.  During this call, the consumer requested a copy of the terms.  The Customer Service Representative advised the consumer that a request would be made for the terms to be sent to the consumer.  Also, as a courtesy, a refund of $98.00 was issued by the Customer Service Representative.  The requested terms/information was emailed to the consumer on November 12, 2012.
 
Currently, the cost of the Parental Support Service is $49.00 per month for all new customers. In recent years, the price of the service increased from $39.00 per month to $49.00 per month, however, all customers are locked in at the rate offered at the time of purchase for as long as they wish to continue the service, until they request cancellation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered total transformation wich is a system to help with problem children. I thought they would be a collection of dvd's instead they where a box of audio cassettes. They claimed on tv they where free. They sent me a series called total focus of 5 cd's, they claimed there was no charge for them. And then they told me i had to buy two cd's, wich are called getting through to your child, the price was 50$ so i payed the 50$ then they wanted 50$ more a month for a support group. I said no so they talked me into paying a dollar for just one monthes service and imedietly i canceled the service. I returned the total focus 5 cd box. This was about 6 or 7 weeks ago, i returned them because they did not apply to my childs needs. I paid 14 dollars to return them and i called them and they said there was no charge for them. A few weeks later i returned the the other product back the total transformation audio cassettes to them. I found out they took out 183.95 of my credit card the same day i ordered product, and after that the took out 119.00 off my credit card. The day i ordered the product and the took out the 183. 95 was on 8/22/12 the day the took out the 119.00 was 9/22/12 and the next charge of 119.00 was on 10/22/12 i called them and told them i mailed it all back to them the said the was gona mail the product right back to me cause they could not refund my money, and i never recieved the product back. They said i had to mail in a survey to get my money back. Ive called several times and they tell me now i have to pay 19.99 to get the package back wich contains the survey wich they said was in a book wich i did not see. My grandaughter did not have time to listen to any of the tapes. Can i get my money back the total price is 357.00 but they told me again they cant return the money without the survey being filled out but i called and told them that i had untill 2/2013 to return the product for full refund, i told them i returned the product and did not listen to them

Desired Settlement: I would like like my 357.00 retuned to me the are claiming they recived the product Back but cannot mail back to me unless i pay another 19.99 wich they allready took out of my account. And they said i need to have it returned to me so i can fill out the survey i told them i did not listen to the material to be able to fill out the survey. All i would like is for them to please refund my money and them to keep their product. I am a ** year old woman on a fixed income they are taking advantage e

Business Response: According to our records, on August 21, 2012, the consumer placed an order for the Total Transformation Program under the Feedback Survey promotion, Getting Through to Your Child, Total Focus Program, and access to the Parental Support Service.
 
Under the Total Transformation Program Feedback Survey promotion, the cost of the program is 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 from 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 August 21, 2012, the consumer agreed to be billed the $19.00 shipping and processing fee along with the first product installment payment of $119.00, totaling $138.00. The consumer also agreed to the additional two monthly payments of $119.00 each to be billed approximately 30 and 60 days from the initiate order date. Again, with this offer, depending on how soon the survey is returned and processed, any installment payments that have billed for the Total Transformation Program are fully refundable in exchange for the completed, results based Feedback Survey. Once the completed Feedback Survey is received, as long as it is postmarked within 180 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.
 
Also, at the time of the initial call, the consumer was also offered the Getting Through to Your Child Program, the Total Focus Program, and the Parental Support Service. The cost of Getting Through to Your Child is $44.95. This charge processed on August 22, 2012, bringing the total to $183.95 on August 22, 2012. The Getting Through to Your Child program is backed by a 30 day guarantee which began the date of delivery. This guarantee ended on September 27, 2012.
 
The cost of the Total Focus Program is $119.00. This program is backed by a 60 day guarantee period which ended on 10/26/12. The program was received returned without authorization on 9/21/12. The payment of $119.00 was cancelled at that time and no charge processed for this program.
 
The Parental Support Service is offered as a $1.00 trial fee for the first 30 days and then it automatically bills a $49.00 monthly access fee thereafter until there is a request to cancel the service. The $1.00 trial fee processed on 8/22/12. The service was cancelled per the consumer’s request on 9/4/12. No additional charges were ever billed for this service due to the fact that the consumer cancelled the service before their trial period ended.
 
On October 26, 2012, the consumer contacted customer service to question why they had not received their refund.  The Customer Service Representative advised that the Total Focus program charge was cancelled due to the fact that it was returned within its 60 day guarantee. The consumer advised the representative that she had returned the Total Transformation Program and the Getting Through to Your Child Program.  The representative advised the consumer that the Total Transformation Program and the Getting Through to Your Child Program were not eligible for return.  The consumer was advised by the agent that the only way to receive a refund for the Total Transformation program was to complete and postmark the Total Transformation Program Feedback Survey no later than February 28, 2013.
 
On October 31, 2012 our warehouse received the Total Transformation Program and the Getting Through To Your Child Program without return authorization.  On November 8, 2012, the consumer contacted Customer Service requesting a refund for the two returned programs.  During this call, the consumer was again advised that she would need to complete and postmark her feedback survey on or before 2/28/13 in order to be eligible for a refund. The representative offered to reship the programs for just the $19.00 shipping and handling cost. The customer accepted and agreed to have $19.00 charged to her credit card within 1 business day.
 
The terms for all programs and services are explained when placing the order.  We also include a full page Commonly Asked Questions insert with detailed instructions on how to complete the Feedback Survey for a refund.  We also include a packing slip with each shipment which reiterates all product billings and guarantees.
 
The consumers account is paid in full . The consumer is eligible for a refund of $327.00 for the Total Transformation Program as long as the feedback survey is completed and postmarked on or before 2/28/13.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I had been having problems getting our * year old to sleep. While driving we heard a commercial for The Total Transformation program and called. They had us explain what we were looking for and said the program would help. They said the program was free. BUT that we would have to pay 109$ for three months if we didn't turn in our survey. If we turned in the survey within 6 months then they would refund us the charges. I was skeptical and so I said no. Though they tried every sales approach on us for few more minutes till I finally hung up the phone. I got an email later saying if we just paid shipping and handling then we could get the program free as long as we turned in the survey within 6 months. So I ordered the survey 09/27 and by 10/15 I had a charge for 109$ when I called to dispute it they said I agreed to these terms. I then said I want to ship it all back because the survey is going to take a couple months to finish. They make it seem really simple to fill out but it is over 33 pages including very specific questions. There is 8 dvds each over an hour. So as a working family we don't have a lot of time to watch them. Also, the videos are directed more towards pre teen teenage years. Nothing is mentioned about toddlers. So the lady was incorrect to say this would fit perfectly for our needs. When I asked to return it even though they have a 30 day guarantee they told me they don't accept returns. Its been a nightmare and now i'm doing a dispute with the bank. From reading other peoples reviews it sounds like they have scammed other families as well. I hope that BBB does something to make sure this stops happening. I wonder about their 1000 free copies that they advertise. After reading reviews and all the advertising they have had i'm sure they are well over 1000 copies. Im sure its a great enticement and helps them get people to give them credit card numbers.

Desired Settlement: I want to return the product and be done working with this company with a full refund. Until then I will be contacting attorney general and every review list I can to help prevent this scam from hurting other families.

Business Response: According to our records, on August 23, 2012, the consumer placed an order for the Total Transformation Program on our website.  This offer was under our Total Transformation Program Feedback Survey promotion.  With the Total Transformation Program Feedback Survey promotion, the initial cost to receive the program is $19 (shipping and processing) and 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 date of delivery. The results-based survey requires that every question is answered in order to be considered complete. As explained in the Commonly Asked Questions insert included with the Feedback Survey, if a question does not apply to the customer’s specific situation for any reason, they must provide a detailed explanation as to why each question does not apply. These terms were explained clearly on the website at the time of order, as well as included on the Commonly Asked Questions insert inside the package. The consumers package was delivered on August 29, 2012.  The consumer has until March 1, 2013 to complete and postmark their feedback survey for the full product price refund.
 
The Total Transformation Program consists of eight audio lessons on CD, ranging from 25 minutes to 57 minutes in length and two DVDs that are 50 and 90 minutes in length.  With a 2 year old, parents should begin to see results from many of the tools and techniques in the program immediately.  As the child grows, they will see the added benefit of some of the more advanced features in the program. By the time an average child reaches the age of 5, the child should have the ability to follow all of the concepts in the program. We understand that each child is different and that even in an ideal situation, some tools and techniques may not apply.
 
The consumers first contact to Customer Service was on October 15, 2012.   This call was to inquire about billing on the consumers account. During this call, the consumer requested to return the program.  The Feedback Survey offer does not have a return option so the Customer Service Representative explained that the only way to receive a refund was to complete the feedback survey.  We do include a full page insert of Commonly Asked Questions with each shipment advising the consumer of the terms of this offer.
 
This said, we are not refusing the consumer a refund, however we are requiring that the terms of the Total Transformation Program Feedback Offer are met.  The consumer has until March 1, 2013 to fully complete and postmark their Feedback Survey in order to be eligible for a full  product price refund for the Total Transformation Program. We do highly recommend that the consumer makes a photocopy of their Feedback Survey prior to sending their survey.  We also strongly recommend that the consumer uses a traceable method when mailing their completed survey. These recommendations, along with answers to other common questions, are clearly stated on the Commonly Asked Questions insert that was included with the initial shipment.

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 was not told at time of paying for shipping and handling that I would be paying additional 109$ payments. I also was told this program would help my *** year old and having a difficulty getting a good sleep schedule. I don't see how this program applies to that. Also, the customer service told us this was a short survey. This is the LONGEST survey I have ever done. I will be completing it this week and sending it and I WILL make a copy and send it certified and I WILL get my refund and make sure no one else has to go through this.


 

 

Business Response: We apologize for any misunderstanding, however we would like to point of the fact that this purchase was made on our website where all terms, billings, appropriate ages for product use, etc.,  are clearly explained.  At this time, the consumer has until March 1, 2013 to complete and postmark their feedback survey in order to be eligible for a full product price refund of the Total Transformation program. As far as how to complete the survey, we recommend that the consumer refers to the “Commonly Asked Questions” insert that was included with their shipment.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called to order this program because I thought it could benefit myself as well as my brother. Once I called and realized the price and terms of this program I decided not to do it. Several days later some one from this company called and offered me a special deal where I could order this program for only $20.00 (a one time payment) as long as I filled out the survey within 180 days. After 30 days I was charged $99. When I called the lady on the phone said she was sorry that I misunderstood the deal but the deal was to be charged $99 every 30 days. That was definitely not the deal I agreed to. She said they would review my call because all calls are recorded. Today I received an email saying that the terms were explained to me and they would not do anything. This is completely false. When they contacted me and got me to agree to this I only agreed because it was a one time $20 payment. I even asked several times that it would only be $20... So if they really reviewed my tape they would have heard the operator tell me 'yes, it will only be $20 one time'. This company is a scam. I told them I wanted to return this because really they broke the contract they created with me. I was told you can not return this product? Is that a joke? I would have never agreed to anybody taking $99 a month from me. I can't believe they wouldn't accept my returning the product. I do not want to deal with sleaze bags, which apparently what this company is because after all of this I found tons of horrible reviews from people dealing with similar experiences that I am having. It's ludicrous I'm going to have to shut down my bank account to stop these thieves from taking anymore of my money.

Desired Settlement: I want my money that they stole from me back. I want to return this product as I will not be taking parenting advise from a bunch of thugs who prey on single mothers who are trying to better themselves for their children. I don't ever want to deal with these sleaze bags again. I want other parents to be aware of what a scam this is.

Business Response: According to our records, on 8/17/12 the consumer placed an order for the Total Transformation program on our Feedback Survey promotion. Under this particular promotion, the cost of the program is three payments of $99.00 each. These payments began to process approximately 37 days from the date of the original order. The first payment processed on 9/24/12, the second payment is scheduled to process on 10/24/12, and the third scheduled for 11/24/12. The Feedback Survey promotion features a full product price refund in exchange for a completed, results based, survey postmarked 180 days starting the date of delivery. As long as the survey is completed and postmarked within the 180 day period, the consumer is eligible for a full refund of the product price and the program is theirs to keep.
 
Our Quality Assurance Department reviewed the 8/17/12 sales call and found that all terms were explained properly by the Sales agent and agreed to by the consumer, there were no discrepancies. We also include a packing slip with the shipment that contains the billing terms of the program along with a full page of instructions on how to complete the Feedback Survey.  

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

I was not read those terms or agree to them. I called initially to inquire about this program. Once I was told how expensive it would be, I declined to buy. Several days later, someone from Legacy called me to say that they had been approved to sell it to me for a one time price of $20. I even asked to make sure that was all I'd ever pay. The man on the phone said yes $20 is all I'd ever have to pay and that once I completed the survey, they'd refund my money. I did not agree to the terms this sleazy company is saying. I am in the works of having my phone company send me a detailed phone bill to show that there were two calls within days of each other. The first one being me calling Legacy (and deciding not to buy) and the second one of them calling me with the special offer.  This is absolutely ridiculous that this company is so sleazy. I honestly don't even know how they can be accredited by the BBB as they are the polar opposite of everything the BBB stands for. They are not honest and forth coming. I did not ever agree to have anyone ever take $99 a month from my account. I suspect they are only listening to the first call in which those were the terms listed - to which I declined. I will not rest until this is resolved. It is absolute straight up wrong what this company is doing. How many victims will it take before something is done. I want my money back. I don't want your product as I am repulsed at the manner in which Legacy has comducted themselves.

 

 

 

Business Response: Our quality assurance department has reviewed the call that was made to the consumer on August 17, 2012.  During this call, all billing terms were fully and clearly explained by the sales representative and agreed to by the consumer.  On October 12, 2012 and per the consumers request, a copy of this call recording was emailed to the consumer.  
At this time, the consumer has the option, per the initial agreement, to complete their results oriented Feedback Survey for a full refund of the Total Transformation Program product price as long as their survey is completed and postmarked within 180 days starting date of delivery. The survey must be postmarked no later than February 28, 2013 in order for the consumer to be eligible for the product price refund.
 

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

 This is absolutely maddening. I DID NOT agree to these terms. I will be exhausting every avenue and resource I can find to expose the fraud that is occurring here. I will contact the news channels, post on social media and contact lawyers to tell my side of the story. Why have you not sent me audio of all the phone conversations as requested? I did not agree to $99 a month. I was only suppose to pay $20 one time. That was verified in the second phone conversation... That is the only reason I ever agreed to the product.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I answered an offer for The ***** ************** ******* from ****** ********** ***** I have a 3 yr. old grandson that has normal 3 yr. old temper tantrums once in a while. I thought the program would have ideas to help with age appropriate discipline. I received the packet of information and realized it was not age appropriate at all!! It is geared for older children with more severe issues. I spoke with customer service and after several tries was able to speak with ***** the head of customer service. He said I agreed to everything in the initial phone advertisement. NOTHING was in writing nor any contract given!! This company said I have to fill out a questionnaire regarding ALL the lessons in order to get a refund. I started to do this and realized it will take hours and hours of listening to audio scripts and filling in pages and pages of info. NONE of it applies to a 3 yr. old. My wife tried to talk to **** also and he will not accept that we made a mistake in ordering this very involved program!

Desired Settlement: We do not want to listen to hours and hours of audio and fill in hours and hours of paperwork in order to get a refund. My wife and I are senior citizens and can not afford to spend money on a program that is not applicable to our situation.

Business Response: According to our records, on August 2, 2012, the consumer placed an order under our Total Transformation Feedback Survey Promotion. With this particular promotion, the cost of the program is three 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 from the date of the delivery. The results-based survey requires that every question is answered in order to be considered complete. As explained in the instructions included with the feedback survey, if a question does not apply to the customer’s specific situation for any reason, they must provide a detailed explanation as to why each question does not apply.
 
During the initial Sales call on August 2, 2012, the consumer agreed to be billed the $19.00 shipping and processing fee along with the first product installment payment of $119.00, totaling $138. The consumer also agreed to the additional 2 monthly payments of $119.00 each to be billed approximately 30 and 60 days from the initial order date.  Again, with this offer, depending on how soon the survey is returned and processed, any installment payments that have billed for the Total Transformation Program are refundable in exchange for the completed results –based Feedback Survey. Once the completed Feedback Survey is received, as long as it is postmarked within 180 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.  Any installments that were not billed would be cancelled at this time.
 
Also during this conversation, the sales representative explained that when using the program with a 3 year old, the consumer should begin to see many of the results of the tools and techniques in the program immediately. As the child grows, they will see the added benefit of some of the more advanced features of the program, and by the time the child reaches the age of five, he/she should have the ability to follow all of the concepts in the program. It is also explained in writing, inside the program workbook, that various factors may affect whether the program is effective with a particular child, including the child’s age and developmental level. All terms involving billing and survey completion were explained and agreed to at the time of order, as well as included in writing inside the package.
 
The first request to return the program was made on 10/1/12. At this time, it was explained to the consumer that the only option for refund was to complete the Feedback Survey.
 
The consumer has until February 8, 2013 to fully complete and postmark the Feedback Survey in order to be eligible for a full product price refund for the Total Transformation Program. 
*We do highly recommend that the consumer makes a photocopy of their feedback survey prior to their survey being sent, and also that the consumer uses a traceable method when mailing their completed survey.  These recommendations are also clearly stated on the FAQ insert that is included with the initial shipment.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company advertised payment would be returned if we sent in survey. I called and then sent and emailed requesting a refund on July 17, 2012. Company said they would look for it and it would take 5-7 days. On my second email request, company said they could not find the survey. On my third email, company said they would again look for the survey in warehouse. Upon the 5th, email company said they were still looking and it would be about 3 to 5 days. No further contact until my phone call through my credit card company on August 8th, when company then said they could not send a duplicate survey, as the time had now expired for the 6 month trial and return of survey stipulation. I have statements from the postal clerk stating the envelope was purchased, together with postage, and was sent back to Legacy on June 28, 2012, which was well within the designated time period. Company refuses to honor its advertising of refunding the purchase price.

Business Response: If the consumer is able to provide the statement from the postal clerk, as well as the proof of shipment, we would be happy to consider a  refund on this account. At this time, we have no record of receiving a survey from this consumer nor have we received any proof from the consumer that the survey was sent.  We are unable to issue a refund unless we are provided some type of proof the survey was sent and received.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company advertises on the radio that the program is "totally free", all they want from you is to give them your input as to how the program worked for you for future use in advertising and improving the program. When you call to order your "free" program, the agent goes through the whole speil about the program, how it helped their child and what a wonderful program it is. They also ask you questions about what you are dealing with with your child and inform you that definitely this program will help you with the problems you are having. They then drop the bomb shell on you - you will need to pay $119.00 plus $19.00 S/H with regular monthly payments up to the full amount of $376.00 and then once they receive your survey on the how the program worked - they would then refund the total amount of your money! It is false advertisement to say the program is "totally free if you order right now" and is also a misrepresentation of the what the company offers (a totally free program, the only thing they want is your feedback)! I talked to a supervisor who just apologized and told me that is just how business works! I informed him that I was filing a report with the BBB and also the AG of Utah as this is false advertisement and misrepresentation of the product, so I am complaining, this is unfair, unjust and not right! They should not be allowed to advertise something for free and then when you call they inform you that you have to pay but they will refund you when they get your feedback!!!

Desired Settlement: I want the "free" program that was advertised all over multiple radio stations but am denied without a very high cost to me!! They advertise it as "totally free" and I should receive it "totally free", I am more than willing to return their survey with my input as to how the program worked for me and my child, but I am entitled to what is advertised - "my totally free" program just for calling the toll free number (1-800-491-8012) right now to get my "free program".

Business Response: The Feedback Survey offer features a full product price refund in exchange for a completed survey returned within 180 days from the date of delivery. We offer a one payment option of $329.00 at the time of purchase or one payment of $119.00 at the time of purchase and two additional payments of $119.00 at approximately 30 and 60 days. This acts as an incentive to complete and return the survey. Any amount paid, less shipping and handling, is eligible for a refund and the program is yours to keep.

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.

Business Response: We apologize, there appears to be no response in your rejection comments. If you have further questions or concerns, we'd be happy to address those for you.

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/12/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered Total Transformation Program in February 2011 over the phone. Claim that they offered access to Parental Help Line for $1 for first month, then $49/mo until cancelled, and claim I accepted it. I don't believe that I did and have never used the help line. They billed me for 17 months of the service at $49/month even though they must have known I never used the service. I don't have a record that they billed me the initial $1. This is an unethical and misleading practice. They sent me a confirmation e-mail on February 16 which confirmed shipping of my order and there was no confirmation in that e-mail that I ordered the Parental Support Line. When I contacted them, they did not have correct address information for me.

Desired Settlement: I want full refund of the $833 they have billed to my credit card from May 2011 through September 2012.

Business Response: According to our records, the order placed on 2/13/11 included access to the Support Service. The cost of access to this service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. These terms are explained when placing the order as well as included in the package. The service was cancelled per request on 9/25/12 and a refund of $98.00 was initiated at that time as a courtesy.  Although documentation is provided in the package when the service is included in an order, we have made an exception on this account and issued an additional refund of $343.00 today 9/27/12. Please allow 3 to 5 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 not satisfy or resolve my issues and/or concerns in reference to complaint.

MY ATTORNEY ADVISES ME TO DEMAND THAT BUSINESS PRODUCE THEIR RECORDS TO SUBSTANTIATE THEIR CLAIM THAT: 1) I ORDERED THE SERVICE; 2) THEY EXPLAINED OVER THE PHONE THE TERMS OF SERVICE; 3) DOCUMENTATION THAT I USED THE SERVICE INCLUDING DATES USED; AND 4)  THAT THEY CHARGED ME THE $1 FOR THE FIRST MONTH OF SERVICE. 

Business Response: We do monitor and record all of our calls and are confident that the terms were explained properly when the Support Service was offered and added to the order. The $1.00 trial charge processed on 2/14/11 for the first 30 days of the Support Service. Due to a technical error, we are unable to provide the call recording as we would normally. We apologize for this inconvienience and as a result, the remaining amount of $441.00 has been refunded. Please allow 3 to 5 business days for the credit to post to the account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the Total Transformation, which was advertised to be free if you complete their 30 PAGE survey and get it postmarked by the date advised. I was originally supposed to have it postmarked by August 9, 2012. I am in the middle of moving and lost my survey, so I called to have another one sent to my new address. The gentleman informed me that I had the option to purchase a 30 day extension for $24.95, which I did. He then told me that I had until September 9, 2012 to send back my survey. September 9 (yesterday) was a Sunday and the post office was not open. I tried to call customer service on Saturday, but of course they are only open M-F. I called the sales department to see if there was anything they could do, but they advised me to wait until Monday, September 10, 2012, and contact customer service. I called customer service today (9/10/12) and explained that I did not get the full 30 day extension that I paid for because I was not able to mail it back on a Sunday. I spoke to the supervisor and requested to be able to mail it back today to get my $357 refund, but she said I was not able to do this and I am now ineligible for my refund. I requested to at least get my $24.95 back because I paid for a 30 day extension and technically only got a 29 day extension. She said they would not refund any of my money and that they make no exceptions, even if your postmark date falls on a Sunday. I feel that if I paid for a 30 day extension, that's what I should get; not a 29 day extension and an "I'm sorry, you now lost $357." If something is due on a Sunday, you typically get until the next business day because the mail does not run on Sundays. I told her that I was going to file a complaint with the BBB and she still refused to assist me at all.

Desired Settlement: I feel that this is a scam. They bait you in by telling you it's free, but then charge your card for the full price and do everything they can to avoid giving you the refund that they promised. I would like my $357 back plus my $24.95 that I paid for the extension. This would be a total of $381.95.

Business Response:

When an extension is purchased for one month, we add one month to the postmark date already given on the account. The extensions are not 30 days, they are month to month. The original postmark date was 8/9/12, the customer purchased a one month extension, whcih extended the postmark to 9/9/12. There are shipping options which allow mail on weekend days. We are not able to offer an exception to the account as it is advised to postmark surveys on or before the given postmark date.
The account is no longer eligible for refund or additional time.

Consumer Response:

.

The gentleman I talked to advised me to use the USPS and get a tracking number. I've looked into it and even if I were to use another carrier, such as UPS, they are all closed on Sundays. Therefore, I did not have the option of returning it on September 9th as I was told.

Regards,

 

 

 

Business Response: We apologize, it is the responsibility of the customer to ensure the survey is postmarked on or before the date given. If we had given a "30-day extension," as opposed to a one-month extension, the postmark date would have been 9/7/12. Because we allow one month from the original postmark date, we allowed until 9/9/12 to have the survey completed and postmarked back to us. The program includes seven lessons on CD, two DVDs, and a workbook. We normally recommend one lesson per week and about 30 minutes per lesson in the survey. We allow six months from the date of delivery to have the survey completed and postmarked for all customers who purchase under this promotion. An additional month was purchased on this account, giving a total of 7 months to complete the program and survey. We believe this is ample time to complete and postmark the feedback survey for refund. The account is paid in full and not eligible for refund.

Consumer Response:

 

As you stated in your previous response, the survey should have been postmarked "on or before" the given date; "on" being the key word. Because I was not able to get it postmarked ON Sunday, I should have been able to do so on the following business day. I feel that this is unfair. I don't care how long I had to do it, the final postmark date was not an option as it should have been.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/30/2012 Billing/Collection Issues | Complaint Details Unavailable
9/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I feel the company is very unyielding! I called the company to request a return authorization prior to the 30 day deadline. First I was on hold for quite some time, and then spoke with CSR who kept me on the phone for an excessive amount of time going over the product. The conclusion was that she pressured me into another 30 days to try the product. I had to call back and return the product by September 7. Fortunately for the company and very unfortunately for me, I forgot to call prior to the 7th. I emailed the company on 9th and called them on the 10th to explain my situation. The CSR and her supervisor explained that company policy is very strict (very apparent) on returns. I tried to explain that the reason I wanted to return them in the first place is that I did not realize they were going to be so expensive. I ordered off the website which did not go over pricing. I didn't feel terribly comfortable ordering without knowing the price, but the promise of being able to return the product no questions asked was very convincing. I did not know the price until the product came in the mail with an invoice and instructions for calling within 30 day of delivery date to make a return. They spelled out the return policy, but did not make pricing clear. I feel that if they really want to be a company of integrity, they will eliminate the hard sell when you call in to request a return! They will have grace for certain situations, possibly not so unyielding. Give pricing right up front; make it clear on the website. I truly feel I have been swindled!

Desired Settlement: I would like to return the merchandise and receive a refund.

Business Response: We apologize for any confusion or misunderstanding. We have attached screenshots of the explanation of pricing for the products ordered. The Total Transformation Program was ordered under the 30-day free trial and the cost of the program is clearly stated on the website on Step One prior to entering any personal or billing information (see attached). Step Two asks for payment information, and Step Three presents optional products that we feel may be beneficial to you. During this step, the ODD Lifeline program was opted for under a 60-day free trial (see attachment). As you can see on the screenshot, the payment for the program is clearly stated, as well as giving the customer the option to choose Yes or No before proceeding to Step Four - Review and Step Five - Confirmation. The terms are also included inside the package once received.According to our records, a call was made to Customer Service on 7/27/12 requesting to return both products. At this time, an offer was made to extend the free trial to 9/7/12 on both products. It was made clear on this call that the customer would need to contact Customer Service on or before 9/7/12 in order to be eligible to return either or both products, and the customer agreed to these terms. Because no call was made within that time frame, the programs are not eligible to be returned. We are more than willing to work with any customer to make payment arrangements if needed.

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 understand everything they have said.  I do not agree with it all, but I do understand.  I feel that when I called the first time I should have just been able to return the product.  I do not want to keep it!  I do not want to break it up into payments.  I made a mistake and missed the 9/7 cut off.  Missed it by 2 days (sent email on 9/9).  I called on to talk to a like body on 9/10.  Just asking for a little grace and understanding.  If I had not called the first time I would say agree to the situation.  But I did call prior to 30 days and I did request to return the product.  Maybe if the CSR did not go on forever and ever while I have very little time to be on the phone.  I could go on forever with the reasons why I am so dissatisfied and unhappy with my dealings with this company...but I'm not sure it will make a bit of difference!  It is company pocket and company policy 1st.  Customer satisfaction 2nd, if there even is any! I really just want to return the product!  It's very simple!  

Business Response: When the consumer contacted Customer Service on July 27, 2012 to request return authorization, the Customer Service agent did acknowledge that she could assist the consumer with her request.  As a courtesy to the consumer, an extended guarantee was offered, which is normal practice of Customer Service.  In this case, the consumer was offered an extended guarantee to September 7, 2012 allowing the consumer further time to evaluate and benefit from the program.  The consumer accepted the extended guarantee option to September 7, 2012. Since all terms for the extended guarantee were clearly stated by the Customer Service agent and agreed to by the consumer, and no call was made to return the product on or before September 7, 2012 as agreed, an exception cannot be made.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased their program and completed within the 30 day period. Returned ridiculously long and labor intensive survey. Called to see where my refund was. They did not think my survey was complete. I was given chance to edit, returned promptly still within my time limitation. Called again, they said I skipped a question--impossible since I was warned to complete EVERY question to get my money back. They charged me an ADDITIONAL $25 to edit my already complete original survey to "extend" my time limitation--which costs THEM how much?? When I asked to have it faxed to PROVE to me I missed a question, they said it was THEIR property and they couldn't not share it with me.

I am the author, it's actually MY work. They stated their comments are listed and they won't share that. I lost my mind and spoke with everyone possible but they are very reserved when confronted on the phone because they constantly handle these angry calls. This is not the first complaint as I see on BBB website. Parents pay for assistance through this "proven" program they advertise but to make money, they don't reimburse you after you complete their survey that they won't share or discuss with you AND only they deem what is an acceptable answer to their open ended questions. They rule that surveys are incomplete so their advertising does not sound as false as it truly is. When you purchase their product, there is NO intent of reimbursement, they begin to chop away at each survey to find a reason NOT to reimburse anyone.

Desired Settlement: I want my retired father's $352 back. He offered to buy this "great" program to help my parenting. The company is a huge SCAM.

Business Response: The Feedback Survey offer features a full product price refund in exchange for a completed survey returned within 90 days from the date of delivery. The terms states that incomplete survey will not be eligible fo a refund.

The feedback survey was received within the allotted time but was deemed incomplete due to pages 8 and 9. Pages 8 and 9 feature boxes that need to be completed with the results of each of the 10 steps featured in the One Minute Transforamtion. The customer purchased an additional month of time to complete and return the feedback survey and be eligible for a refund. The pages were received but page 9 was still incomplete due to the boxes not being filled out for each step on this page, specifically number 6.

Customer had until 7/12/12 to complete number 6  on page 9 and return to be eligible for a refund. No completed page was received and the account is no longer eligible for refund. The account is paid in full.

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.

If there was a specific part missing, Legacy Publishers should be OPEN and HONEST and fax back the missing section for me to complete. I PURCHASED an extension, giving them yet MORE money and they took that too gladly with NO intention of sharing what THEY deem as incomplete.  No where in their terms do they state that THEY are the sole determiners of completion and that feedback on their rulings are not shared with customers.  

Their terms are stated very generally with no specifics on how difficult it may be to actually GET your money back. Therefore they make over $300 every sale for nothing.  It could be one person who read my survey or the entire company, you dont know how much effort/time they put into the sale of their less than outstanding behavior program but parents get stuck with no great insight for their $300.  Could have learned this stuff from ANY parenting book or using complete common sense.  There should be no fee for this information.  I want a reimbursement and won't stop until I get one.


 

Business Response: For the protection and privacy of our customers as well as ourselves, we do not send copies of completed feedback surveys. It is the customer's responsibility to ensure every question is answered when the survey is returned. We include a full page of instructions and frequently asked questions (attached), which clearly states that any answers left blank will not be eligible for refund. There are no right or wrong answers and the reason why the survey was marked incomplete is because there was no answer to question 6 on page 9 after the second attempt.

After further review of the account, there was additional time left on the paid extension when the second attempt of the survey was postmarked. We will allow until 10/1/12 to complete and postmark the feedback survey. According to our records, you have stated that you kept a copy of the survey - you may complete the blank question and return to us for the $327.00 refund of the product price for the Total Transformation Program. Additional instructions, as well as a blank copy of the survey, will be emailed to you directly. If the survey is not completed and postmarked on or before 10/1/12, the account will not be eligible for refund or any additional time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Total Transformation system and was offered the parental support line for a fee but declined to accept. It wasnt until later that I noticed I had been charged anyway several times. When I called to get things straightened out I was told that I had originally agreed to the extra service.

Desired Settlement: Provide a refund. We are not the first ones with this problem.

Business Response:

We apologize for any misunderstanding or confusion. We reviewed the original recorded sales call from when the order was placed on 3/2/12 and found that the representative fully explained the trial and ongoing billing related to the Parental Support Line. The customer also verbally agreed to this service and was aware of the billing at the time of order. Additionally, we provide a full page letter inside the package explaining what the service is, how the billing works, and how to cancel if needed. The service bills regardless of the usage and was cancelled on 8/20/12 per request. As a courtesy, we have issued a full refund of $147.00 and the account is paid in full. Please allow up to 10 business days for the credit to post to the account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #9210690.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They process your personal information and credit card information before they ever tell you what the price is. Step 2 of 5 of the order process is titled "Payment Information" and at this point they authorize your credit card but still give no access to pricing information.

Desired Settlement: Provide pricing information at or before the point of credit card authorization and not after.

Business Response:

We apologize for any misunderstanding. We have many different offers and websites where our products can be ordered. We have included screen shots showing Step One of the order process for the three different promotions we are currently offering. Once the information given on Step One is reviewed and completed, we do ask for payment information but all costs are displayed clearly before proceeding to Step Two, as well as a total cost at time of order on the Review page (Step Four) before submitting the order to process (Step Five). Please refer to the attached screen shots for more information. If the screen shots do not match what you are seeing on Step One, please provide a screen shot or the website address for further research.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the total transformation System online. It was never stated that it was $109.00 per month for three months after the initial payment I made to get the product. If it had been stated i never would have bought it for that price. It was never listed on my bill/packing slip that I was going to be charged that. On top of that, there were more charges of 49.00 per month for a customer support line that I never agreed to. Then customer support would not allow me to return it for a refund because they waited until after the 30 day window to either contact me or bill me, so by the time I got the first charges yesterday, that I did not authorize, it was too late this morning to return or cancel. Also the top corner of there website says if I fill out a feedback, that I could get it for free. Thats only for certain offers that I don't qualify for. All I want to do is return it for a full refund. Please help.

Once again, I know my budget and never would have ordered it if it was clearly stated that I was going to be billed that much. Like I said, I never authorized these extra charges for support, which they say they cancelled. But I was never sent a bill or packing slip that stated that they were going to charge me for three more months. Please help me, I just want to return it.

Desired Settlement: Return/refund. I don't want anything for free. Period.

Business Response: According to our records, the order placed on 7/20/12 via our website included the Total Transformation Program and access to the Support Service. The Total Transformation Program was purchased under delayed payment plan in which only shipping is paid to receive the program and billing begins after the 30 day guarantee period.

The cost of the Total Transformation Program is 3 payments of $109.00 each. The billing terms are explained in full when placing the order. We have attached a screen shot of the terms as seen on the website.

The Support Service is an optional service that is offered when placing the order. In order for it to be added to the account, the terms must be agreed to by clicking "yes." These terms are also explained in full and included in the package. We have attached a screen shot of the terms as seen on the website. 

The Total Transformation Program is backed by a 30 day guarantee when purchased under this offer. The guarantee began the date of delivery and ended on 8/23/12. A request to return the package was made on 8/30/12 and denied due to being outside of the guarantee period. The program is no longer eligible for return or refund.

The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. Access to this service was cancelled per request on 8/30/12 and a refund of $49.00 intiiated at that time. Please allow 3 to 5 business days for the credit to post to the account.

We have many differnt offers available when purchasing the Total Transformation Program. This order was purchased under the delayed payment plan and was not purchased under a feedback survey offer.
The program is not eligible for return or refund.

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.

They never sent a packing/billing statement as they state or I would have said they did. It was deceptive at best. Last night 09/04/2012 @ 9:30pm, again, I recieved a phone call from The Total Transformation sales team attempting to sell me a package deal. They stated again specifically that I could get the package for $19.99 and they would send it out that day. This is exactly the type of deceptive sales and promotions that this company approves of and promotes to their personnel hoping that you dont question what you recieve and then bill you after the return date has passed.

Like I said before, I don't want something for free. I just dont want to be deceived or tricked. Their sales call last night said that it was being recorded so there is your proof. Ask them to forward the record of that call to you so you can see how they deceive people. I am perfectly clear in the phone call recording that their sales tactics are exactly why this dispute has occured.


 

 

Business Response: All of the calls to or from our company are recorded. We also have a record of all orders placed via our website. As previously explained, the packing slip in the package includes all the terms of the offer. These terms state that return authorization must be requested by contact customer service prior to the end of the guarantee period. No such request was made.

The account is no longer eligible for return or refund. We can split the remaining payments into smaller increments if needed. Contact Customer Service at 1-800-460-2235, Monday through Friday, if needing to make payment arrangements for the balance due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/2/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book called Transform Your Child in February 2012 was charged $25 for it and never received a copy, but the publisher signed me up for the Total Transformation Program and charged me for $329.00. In addition I was charged $49.00 per month since February. I called and requested a refund, but they refused it since the 30 day free trial period is over. They canceled the monthly service but were not willing to refund my money. I never used this service or program. I have the unopened program. I didn't realize that $109.00 was charged on a monthly basis from February 2012 to July 2012. I found out about this by calling the customer service department. This is a fraud. This company is very bad with customer service. They're insisting that I signed up for the program, but I didn't. I'd like to get a full refund. This has cost me close to $700. $329 + $49 x 7.

Desired Settlement: My money refunded

Business Response:

According to our records, the order placed via our website on 1/26/12 was for the Total Transformation Program and not the book Transform Your Child. The cost of the Total Transformation Program (a mulitmedia program featuring 7 cds, 2 dvds, and a workbook) is three payments of $109.00 each. These payments processed on 3/5/12, 4/3/12, and 5/3/12. The billing and terms of this program were explained when placing the order as well as included in the package. The program is no longer eligible for return or refund.

The order placed via our website on 1/26/12 also included access to the Support Service. The cost for unlimited access is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. The terms for this service are explained when placing the order as well as included in the package. The service was cancelled per request on 8/15/12. As a courtesy, we have issued a refund of $98.00 today. Please allow 3 to 5 business days for the credit to post to the account. No additional refund is due.

We have attached a copy of the original order submitted via our website. The book, Transform Your Child by James Lehman, was not ordered on 1/26/12.

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 want a full refund of the money deducted from my debit card. I have the unopened program and want to send it back to you. I want a full refund of the Support system that was billed. I never used this or wanted it. Refunding $98.00 is not going to resolve this Complaint. A total of $327 plus $344 =$671 was debited from my account. That is alot of money for me. The only thing I ever wanted to order was the
book "Transforming your child" . This is a complete rip off. 

Business Response:

The guarantee period for the Total Transformation Program ended on 3/2/12. The program is no longer eligible for return or refund and we are unable to make an exception on this account. The account is paid in full and there is no record of an order for Transform Your Child.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2012 Advertising/Sales Issues
8/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company offers a customer support subscription for $1 for the first month and $39 thereafter. I called to cancel after the first month, but they claim to have no record of that and continued to charge my credit card $39/month since. My husband believed the charge he saw on our credit card statement was a book or magazine order. The amount did not seem unusual to him, so he did not question the charge. I happened to review our credit card statement recently for another reason and spotted the charge as suspicious. I called to see who this company was and was shocked to find out it was the same company I ordered the ***** ************** program from 2 years ago! I recall canceling the service after the first month. I have not ever called for support after that first month. I believe that there are many other consumers being charged unknowingly and Legacy Publishing or any legitimate business should periodically confirm that a consumer wishes to continue such a fee based support service. Their current practice appears like a scam to me. While it may be legal, it is most certainly not ethical. They claim to not track if anyone uses the service, but obviously they would have to confirm the person was paying for it. Incidentally this same company advertises on the radio for a free program with completed program evaluation questionnaire; however, their questionnaire is so lengthy that it was not reasonable to complete the program, workbook, and lengthy survey within the 90 days they allowed (I do see people are given 180 days now; and it says 30 minutes of survey per lesson now too, so maybe they have made some changes there since it took me much longer than that on top of listening to the CD and also doing the workbook.). This was not clearly represented by the customer service representative during the sale, and I already felt like I was taken advantage of from this part of my interaction with the company.

Desired Settlement: I think the policies should change to periodically verify that consumers do realize and wish to continue such a recurring payment (perhaps every 6 months). I believe that people ordering the program with the "free with completed questionnaire" enticement should be aware of the amount of time involved to listen to the program, do the workbook, and complete the questionnaire (which may now be done only if they actually changed the questionnaire to really only take 30 minutes) - ie, depth of questions as well as the amount of time allotted. Or the time restriction should be lifted to allow people to go at their own pace. I would appreciate an apology and to hear how the policies will protect other consumers in the future. I would like a refund to my credit card for at least half of the additional 22 monthly payments, they did reverse 2 months. I have learned that both cardholders need to vigilantly and proactively review each credit card statement to protect themselves from such scams. I assumed when I called Legacy Publishing to cancel the support service that it would happen. I realize now that I needed to check up on companies I do business with for cancellations and also refunds more diligently.

Business Response: We apologize for any misunderstanding of the terms for the ***** ************** ******* ******** ******* ****. At the time of sale, the ******** ******* **** was offered as a $1.00 trial fee for the first 30 days with an ongoing access fee of $39.00 each month thereafter until there is a request to cancel the service, regardless of usage. Legacy Publishing Company sales agents are required to read these terms clearly, and they must receive an agreement statement from the consumer prior to the support line service being added to any order.  We do regret that due to the age of your account, we do not have access to your original sales call. For subscribers, we include a full page insert explaining the support line service, its terms, its hours, and a contact telephone number with hours of operation for cancellations right inside the package. In addition, the consumer also receives a monthly credit card billing statement with our Customer Service number, allowing them the ability to call if they have any questions regarding charges to their account that may be a concern to them.
According to our records, the first contact to Customer Service requesting cancellation of the Parental Support Line service was made on August 1, 2012. Per your request on this call, the support line service was cancelled and the last two charges were refunded as a courtesy.  You do state that you recall cancelling the service after the first month, however we have no record of a cancellation request prior to August 1, 2012. If you are able to provide us with the cancellation number or name of the representative with whom you spoke to cancel the service previously, we would be happy to assist you further.
Typically, the support line service is a non-refundable fee due to the fact that it is based on access rather than usage.  We do feel confident that these billings are justified on your account, however, we have made an exception in response to your request and have refunded half of the charges billed. A total refund of $468.00 will be processed to the account and can take up to 10 business days to post to the account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 do wish legacy Publishing would devise a method to periodically assure that their customers still wish to continue access to their customer service.  It's an easy amount to mistake for something else, especially since the fee does not say ***** ************** on the credit card statement.  Legacy Publishing is more vague and can more easily be mistaken for a fee for goods.  I will accept this resolution to avoid the hassle required to pursue small claims court; however, I don't feel that they have adequately addressed prevention of this for others.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being charged for the parent support line; a service that I never used which was included in a product that I had purchased and cancelled after the 90 days survey response to get it free upon completing the survey. Since I was a day late in completing the survey, I accepted the result of paying for the Total Transformation product of $208.00 and called and cancelled. However, I still was being charged for the parent support line after I had called in and cancelled. A second call was made when I found out that I was still being charged. Now, I just made a third call in regards to this same problem and Legacy Publishing representative and supervisor stated that they have no records showing I had ever called them to cancel. But there records do show that I have never called in to used their parent support line. As a result they would not give me a refund for a service that was never used and improperly charged for since April 28, 2011 @$49 a month.

Desired Settlement: I would like a refund of all the parent support line charges.

Business Response: According to our records, the order placed on 3/18/11 included the Total Transformtion Program, Complete Guide to Consequences and the Support Service. The cost of the Total Transformation Program is three payments of $109.00 each. These payments are refundable upon reciept of complete survey postmarked within 90 days from the date of delivery. We have no record of a survey returned linked to this account at any point.
The cost of the Complete Guide to Consequences is $79.00. This program is backed by a 30 day guarantee period which expired on 4/20/12. We have no record of a call to request return authorization or discuss billing for this program.
The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. The $49.00 fee is a monthly unlimited access fee and is not based on usage. The terms for this service are explained in full when placing the order as well as included in the package on a full page letter.
The service is confidential and we do not keep a record of usage by each customer.
The service was cancelled per request on 7/6/12. This is the first call to Customer Service we have on file.
The prior charges are non-refundable as they are based on access and not usage.

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 # ********

I Have called several times last being in January of 2012. I feel the company should keep the records of when I have called. I am asking for the refund for the 49.00 X 15 payments I have made.

Regards,

***** ***

 

 

Business Response: We montior and record all of our calls for quality assurance. We have researched the phone number on file (###-###-####) for a call in our system. We have no record of any calls from this number received at any point. We have no record of a call to cancel the support service prior to 7/6/12. The monthly charges are based on access and not usuage and are therefore 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 # ********


Regards,

***** ***

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I responded to a television commercial-advertised as free to the first one hundred customers. It is a program for troubled youth, and I wanted to help a nine year old.-no relation to me.After talking to them, they told me it would be a fee of 119.00. I foolishly gave them my credit card no. after responding to a feedback workbook they would refund the money. In may they took out 119.00 and another 49.00. I have no idea what that was for. In june they took out another 119.00 and 49.00, and two weeks later they took another 119.00 out of my social security check. I have called them three different times and always get the run around. the last time I called they told me there was nothing I could do except send the questianare back before the 20th of july and return the program before I would get any money back. I gave the program to the mother of this boy,and have no control over what's being done. I didn't know I would pay that much money out of my limited income, and I feel they took advantage of me.

Desired Settlement: Please help me get my money back. thankyou linda holava

Business Response: Acccording to our records, the order placed on 4/13/12 included the Total Transformation Program--Feedback Offer and Total Focus Program, as well as access to the Support Service.
The cost of the Total Transformation Program is three payments of $119.00 each. The Feedback Offer features a full product price refund in exchange for a complete survey postmarked within 180 days from the date of delivery. As long as a complete survey is returned within this allotted time period, any amount paid toward the Total Transformation Program (less shipping and handling) is eligible for a refund. These terms are explained when placing the order, included in the package on the packing slip, on a Frequently Asked Questions insert, and on the survey itself.
The cost of the Total Focus Program is $119.00. This program is backed by a 60 day guarantee that begins the date of delivery. On 6/4/12, this 60 day guarantee was extended to 7/20/12. The customer may return this program as long as a call is made to Customer Service on or before 7/20/12 to request return authorization.
The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. The fee pays for unlimited access to our Support Specialists. The terms of this service are explained when placing the order as well as included in the package. This service was cancelled per request on 6/4/12.

Consumer Response:

Better Business Bureau:

Regards,First of all, I did'nt know about the support service to call for an extra 49.00  Ask them why I never called in that time- no support contact at all

***** ****** Why would I pay 49.00 extra, for not using it! When I realized that they took out money a second time, I called them and tried to cancel all of it and they would'nt let me. They said there was nothing I could do about the money they were taking out. That's when they told me I needed to send the package /ack /along  with the questionaire.,by july 20th, after calling them, I called my bank to stop payments, but they told me I had to catch it as soon as they took it out.

 

 

Business Response: The Feedback Survey offer features a full product price refund in exchange for a complete survey postmarked within 180 days from the date of delivery. You have until 10/19/12 to complete and postmark the Feedback Survey to be eligible for a full product price refund for the Total Transformation Program. The Total Transformation Program does not need to be returned with the Feedback Survey.
The guarantee period for the Total Focus program was extended until 7/20/12. If you would like to return this program, a call would need to be made to Customer Service on or before 7/20/12 to request return authorization.
The Support Service is based on access and not usage. The service was cancelled per request on 6/4/12. 
 

Consumer Response:

 

Regards,                 Why would i pay another 98.00 and not use it. I had no idea about this added cost. My last call to them, ******* told me she'd cancel it.I feel they need to repay me the money.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I simply ordered a book called Transform Your Child in March, 2012 was charged $25 for it and never received a copy, but the publisher signed me up for the Total Transformation Program and charged me for $329.00. I requested a refund, but they refused it since the 30 day free trial period is over. I didn't realize that $109.00 was charged on a monthly basis from April 2012 to June 2012. I found out about this by calling ******** *******. This is a fraud. They're insisting that I signed up for the program, but I didn't. I'd like to get a full refund.

Desired Settlement: Full refund.

Business Response: According to our records, the order placed on 3/7/12 via our website was for the Total Transformation Program. This program is a mulit media parenting program featuring 7 audio lessons on cd, 2 dvds, and a workbook. The package was shipped 3/8/12. This program was purchased with a 30 day guarantee period. The guarantee period ended on 5/4/12. The account is paid in full and no longer eligible for return or refund.

A screen shot of the original order was provided to the customer on 7/27/12. This screen shot shows the order placed on 3/7/12 was for the Total Transformation Program.  Website orders are placed by the customer and we cannot change the product ordered.  We have no record of an order for the book, Transform Your Child by James Lehman.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Legency Publishing Company will not return my refund for the full purchase price in the amount of $130 some dollars. The package was unused and return back to them within the deadline/trail period. I will plan to take additional actions through the small claims court in with I will request this company pay the court's filing fees.

Desired Settlement: The Legency Publishing Company will return the funds in full.

Business Response: A refund less a restocking fee was offered and accepted by the customer on 3/2/12. This was offered due to the return being received without authorization and outisde of gurantee period. The signed letter is attached. The customer is not eligible
for further refund.

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 complaints is not resolved!  I have had my request to this company in full in the amount of $130 some dollars because I return the package within the 90-Days trail period.  Please forward my response to the company because I have decided to take this matter to Small Claim court in which I will request filing charges be paid by the company. What is the contact mailing address you have for this company?

 

 

Business Response: According to our records, this order was placed under our Feedback Survey offer. This offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. A survey was recieved and processed 11/10/11. This survey was deemed incomplete due to a number of pages being left blank. Incomplete surveys are not eligible for a refund.

It was advised on 10/31/11 that the package was not eligible for return. The returned package was received on 11/9/11 without authorization and beyond the standard 30 day guarantee period.
An appeal was submitted requesting a refund for the returned merchandise. The appeals department offered a refund less a $50.00 restocking fee. This offer was accepted by signed document (see attached) on 3/2/12. At that time, a refund of $69.00 was intiated.

We can offer to reship the program for a $19.00 shipping and handling fee and the customer may complete the survey to receive the additional $50.00 refund.
This is the only resolution we can offer.

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.



BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/22/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for Total Transformation. 90 days later I get another charge from them. They claim they sent Total Focus along with my other purchase to review free for 60 days and that the charge is from that since I did not cancel. I never requested or received this other product, nor was I aware I had to cancel anything. They refused to issue a refund.

Business Response: According to our records, the order placed on 4/3/12 included the Total Transformation Program, Total Focus Program, and access to the support service. According to the weight of the package, all items were shipped and delivered on 4/10/12. The Total Focus Program is enclosed in a folder with a child with a butterfly on the cover. It contains 5 audio lessons on CD, a workbook, and 2 worksheet pads. This program was backed by a 60 day guarantee. The guarantee ended on 6/8/12. The program is no longer eligible for return or refund. The account is paid in full.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 7, 2012 I authorized $19 for shipping of the Total Transformation Program as a trial offer. The understanding was that if I did not want to pursue the program, I could return the material and incur no further cost. Otherwise, I will be charged $103 per month for three months to purchase it. To date, I have not received any of the material. I sent an email to the company and sat on hold quite a while today before emailing them again.
On July 7, I believe that my "trial" will be up and, since I didn't return the item, they will charge me for its purchase. I am very concerned about the complaints that I have read online about this company's business practices.

Desired Settlement: I want the $19 refunded for the items that they never shipped and their assurance that I will not be billed for purchase of this item.

Business Response: An order for the Total Transformation Program was placed on our website on 6/4/12 under our 30-day free trial offer. Under this promotion, the customer pays $19.00 at the time of order for shipping and handling. The customer has 30 days from the date of delivery to utilize the program without incurring any charges. If no contact is made within the 30-day trial period to request return authorization, the customer is automatically billed three monthly installments of $109.00.

According to our records, we received an email after business hours on 6/29/12 and responded at 8:36am this morning, 7/2/12. UPS tracking indicates that the package was delivered to the address provided by the customer on 6/6/12 at 1:34pm and signed for by ********. The customer has been advised to contact customer service by phone on or before 7/6/12 if the package cannot be located. Customer Service can be reached at 1-800-460-2235, Monday through Friday, 8:30am to 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.

The item in question was actually mailed to the correct address then misplaced by the staff in our management office.  UPS often does bulk drop offs there instead of trying to dial up the individual recipients.  It was not logged in and our property manager finally found it in the back of the closet on a shelf.  I will be returning it and hope not to hav any further problems with this company.

 

 

Business Response: Thank you for following up. Please contact Customer Service on or before 7/6/12 in order to get return authorization.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2012 Problems with Product/Service
7/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I heard on the radio that there was a program to help parents with troubled kids and it was "absolutely free" When I called to make the purchase they said they needed $109 plus a 19.oo shipping fee. If it is advertised "Free just pay shipping and handling and as log as you return a survey you will not be charged" I should not have been asked for permission to charge my card $128.00

Desired Settlement: For the company to take off the air the false advertising. An apology for this inconvenience.

Business Response:

We have many offers available when purchasing the Total Transformation Program. The Feedback Survey offer features a full product price refund in exchange for a complete survey postmarked within 180 days from the date of delivery. The cost of the program is either one payment of $329.00 or three monthly payments of $119.00 each. As long as a complete survey is returned within the allotted time period, a refund for the full product price would be initiated. Shipping and handling is non-refundable.

Additionally, we have an option for those that do not want to take part in the Feedback Survey offer in which the program is backed by a 30 day guarantee period. This offer at times has featured a delayed payment plan in which only shipping and handling would need to be paid to receive the program and if return authorization was not requested within the guarantee period, three payments of $119.00 each would process.  If you have any questions or would like to place an order, please contact Customer Service at ###-###-####, Monday through Friday, 8:30am to 5:00pm or visit our website at *********************************
 

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 feel that when you advertise something over the radio as free then ask for a payment of $128.00 that is false advertising.

 

 

Business Response: The ad states to call to see how you can get the program for free. The Feedback Survey offer is an opportunity to get the program for free. The only cost would be the $19.00 shipping and handling fee as long as the Feedback Survey included in
the package is postmarked within the allotted time period and complete.

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.

When I called the number that was on the radio they asked me for $128.00!!!! They said it was my first payment of 109 plus 19.00 shipping and handling


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer service refuses to honor the refund policy that is posted on their web site. They allow 180 days to return the product for a full refund. I have emailed them requesting a refund and they will only copy and past the a response back to me on my request for a refund. http://www.thetotaltransformation.com/faqs.aspx1st question paragraph 2.

Desired Settlement: I want them to honor their agreement that is outlined on their web site to provide me a refund.

Business Response: According to our records, the order placed on 2/14/12 was on a delayed payment plan. This features a 30 day guarantee period that begins the date of delivery. The terms of this offer are included in the package and explained when placing the order. We have no record of a request to return the program within the 30 day guarantee period and the program is no longer eligible for return or refund.

The 180 day policy that is being quoted is the Feedback Survey offer currently being offered. This offer features a full product price refund in exchange for a complete survey postmarked within 180 days from the date of delivery.  This offer does not have a return policy.

The order placed on 2/14/12 was not under a Feedback Survey offer.

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 rejecting the answer the was supplied, The whole order this service/product was very confusing and nothing was clearly outlined. I never saw that there was going to be a charge of 3 payments of 109.00According to them if I had filed out their survey and sent it back in there time frame there would be no issue, Well they never sent a survey with the product or any info on how to get it. 

The product it self wants to wait , You are given 8 CDs and DVD. 7 lessons and they want you wait and do one lesson per week. Well if you wait till the last lesson the you have missed the cut of day for a return. 

 

 

Business Response: It was advised on two occasions that this order was not placed under a feedback survey offer. No survey would be included in the package as this was not a feedback order. This order was placed under a delayed payment plan and was backed
by a 30 day guarantee. We do suggest doing one lesson per week but this is not a requirement.

The guarantee period ended on 3/21/12. No request was made to return the program on or before this date and the account is no longer eligible for return or refund.

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 trying to help with my sons behavior not a appliance where I could reject the recommendations that the expert in the lesson suggested. From the start of ordering this product nothing was clearly outline on the what would happen if these  requirements where not meet or even the price of the product. You would think there might be a page that you would have to clearly acknowledged that this is price of the product and if these requirements are not meet you will be charged this amount. I never got that or a page that had any price.


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered "The Total Transformation" program from this firm in May 2012. When I ordered the program, it was stated that I could purchase the program for $19.95 if in 30 days I filled out an email questionaire reviewing the program. If not, it would cost $327, billed in 3 months of $109. I called multiple times requesting the questionaire that was never sent to me so I could take advantage of the pricing offer. The last time I called, I said I wished to just send the program back, taking advantage of their 30 day money back guarantee. I was told at that time that I could not return it either because I was 1 day past the return date, even with not receiving what was promised (the questionaire to complete for the $19.95 price). I feel I was misled and even after multiple calls have not received any answers. At this point I have been charged one payment of $109.00 with two more to be charged soon.

Desired Settlement: I wish to return the product and get my refund of $109.00 that was charged to my credit card on 6/18/12. This is what is promised in their advertising.

Business Response: According to our records, the order was not placed under the Feedback Survey offer originally but was swapped to the offer on 6/14/12. At that time, a survey was emailed to FEUDALE6@VERIZON.NET. We apologize if this was not received.
We have emailed the survey again today, 6/29/12. If it is not recieved this time please email service@legacypublishingcompany.com to request the survey be physically mailed.  As requested, during the call to Customer Service today 6/29/12, a supervisor will contact you within 2 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband supposedly ordered this, (however he cannot recall and no proof has been presented) and under the pretext of their website guarantee: *Simply return your completed Feedback Survey within 180 days of receiving the program, and we will refund all of your payments, minus S&H and tax. and within 34 days this company started charging my bank account $109 / month for 3 months + $49 / month for support. They will not refund my money as they say it was a 30 day trial period and i did not return the product. I had not opened the package. I have requested a refund from 4 different customer service representatives and was informed that there are NO refunds - period. They did say they can cancel the $49 / mo going forward but cannot refund the 3 installments of $109. I have requested a call back from upper management or the owners. They stated the owners do not take calls. I have emailed customer service two consecutive days with NO response. I am happy to overnight the unopened package back with a guarantee of refund. EXTREMELY POOR business practices in my opinion!!!

Desired Settlement: all i want is a refund and a call back to clarify method of refund.

Business Response: According to our records, the order placed on 5/9/12 via our website included the Total Transformation Program. This program was not purchased under the Feedback Offer. The program was purchased with a 30 day guarantee period and
delayed payment plan. The guarantee began the date of delivery, 5/15/12, and expired on 6/13/12. No call was made on or before 6/13/12 to request return authorization and the account is no longer eligible for return or refund.

The terms of billing and guarantee were explained on the website when placing the order as well as included in the package.

Return Authorization was denied on 6/20/12 three times due to the guarantee period being expired. We are unable to offer return or refund. If you'd like to make payment arrangements for the balance due, please contact Customer Service
at 1-800-460-2235, Monday through Friday, 8:30am to 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.


 

 

Business Response: Unfortuantely, the guarantee period on the account has expired and the program is no longer eligible for return or refund. The two remaining payments of $109.00 each may be split into smaller incriments if that would be more affordable.
Please contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am to 5:00pm EST to discuss payment arrangements.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a package from Lagacy Publishing Company for **** behavior in which I had 90-Days to review this it. My neighbor order a package too so I was able to review their package before opening mines. Due to my ****** illness with *******/**********, I was unable to use the material so I return the new package unopen back to the company within the trial period. I have contacted this company several times for my total refund in the amount of $130 and they have refused to honor my request for the refund. I believe this is very poor customer service when a company receive their product back unused and keep the customer's money! If I do not hear back from this company in 7-Day to return my refund, I will plan to go to Small Claims Court and they will be charge the filing fee.

Desired Settlement: Refund check in the full amount I paid for the package. ($130)

Business Response: The package was delivered on 8/30/11 beginning the 90 day period to complete and return the Feedback Survey. Feedback Survey was received incomplete on 11/2/11 and not eligible for a refund. Customer returned entire package without authorization on 11/9/11. Customer was advised by Customer Service to submit an request to our Appeals Department to receive a refund for the returned item. An offer for a refund less a $50.00 restocking fee was emailed to the Customer
on 1/18/12. This offer was accepted 3/2/12 and a refund of $69.00 was initiated. The signed letter is attached. No additional refund is due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The total transformation program from Legacy Publishing Co advertised the program for free but if you don’t finish the program after several months they charge over $300 on the person credit card. I sent the part we filled out and sent it back to them and 3 weeks later they called me and said P.8 wasn’t completely done. they sent me that part back, but over a week after the phone call, so their hesitation may allow the deadline to expire. I can’t remember that date but it is soon and maybe has expired. I spend at least 60 hours on it and answered everything I could but they pick out one little thing and dragged their feet. They have lied to the public and have found a way to keep the money. I’ll find out when my month credit card statement comes in. I just thought you should know. I will never believe something is free, even when advertised. There seems to always be a loophole where a company can get ones money. You’ll see that there’s been many complaints about this Legacy Company and trans program. I told you all I know. I just hope when you get enough complaint that someone who does have all information that you can help the person and then change this business false advertising

Desired Settlement: They can say something not done to let more time expire to one $300

Business Response: The Feedback Survey offer features a full product price refund in exchange for a completed survey returned within the allotted time period. The terms of this offer are explained when  placing the order, and included in the package on the packing slip, on a Frequently Asked Questions insert, and in the survey itself. In order to be eligible for a refund, a survey must be complete. Meaning, every question must be answered.
The billing terms for the Total Transformation Program are also explained when placing the order and included in the package. We require payment for the program as an incentive to complete and return the Feedback Survey to us.
We received the page needed to consider the survey submitted on 4/16/12 complete. A refund of $119.00 was initiated on 6/12/12 and all other payments cancelled. Please allow 3 to 5 business days for the credit to post to the account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2012 Problems with Product/Service
6/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from Legacy Publishing Co. called "Total Transformation". In the order, they offered 30 days of "Parental Support Line" for $1.00. I have been being billed on my credit card, $49.00/mo for 11 months without ever ordering this service. I have received a billing confirmation and a shipping confirmation via e-mail, neither of which revealed that these charges would be made. I have never used this service and have contacted Legacy Publishing Co to have them reversed. THey are refusing to do so. They have offered 2 months of credit. I have asked for a full credit. They asked if there was somewhere in the middle that I would be willing to settle. I offered to pay 2 months of charges with the remaining charges being credited. They are unsilling to accept this offer. I would ask for a full credit for a service that hs never been provided or used. **** ** ******

Desired Settlement: I would like a full refund of $49.00/Month for the 11 months of charges levied against my American Express account. I have also filed a complaint with American Express. They are pusuing this on my behalf as well.There were no indications that this charge would be made at the time of my order, or on the bill or shipping confirmations.I have never used this service.

Business Response: According to our records, the order placed on 3/19/11 included the Support Service. The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. The terms of the service are explained fully when placing the order and included in the package. The service was cancelled per request on 3/27/12. As a courtesy, the last 3 months of service were refunded. A total credit of $147.00 was initiated to the card on file on 4/24/12. Please allow 3 to 5 business days for the credit to post to the account.
The fee is based on unlimited access and not usage. No additional 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 # ********

I have attached the invoice for the order and a copy of the shipping confirmation.  THere is no evidence on any of these documents that there was a recurring charge that would be billed to my credit card, nor any explanation that the service needed to be cancelled.  It was understood by me at the time  of the order that the $1.00 was a trial usage of the Parental Support Line for 30 days.  I did not use the service (please provide any evidence to the contrary), and as a means to resolving the matter amicably, I offered the representative that I would be willing to absorb two months of the charges ($98.00) in addition to the original $1.00 charge made at the time of the order.  I requested that the remaining charges be credited.  I beleive this to be a fair settlement and reiterate that the service was NEVER used, nor was any documentation that I received contain the information regarding additional charges in the future.

Sincerely,
**** ******

Regards,

Mark Ronnow

 

 

Business Response: The terms of the Support Service are explained when placing the order on a full page. They are also included in the package on a full page letter. We apologize for any misunderstanding. These charges are based on unlimited access and not usage. They are typically non-refundable and as a courtesy a total refund of $147.00 was initiated on 4/24/12. No additional 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 # ********

I no other evidence other than what I provided back to BBB in my last communication, which was a copy of the order shipment confirmation and the invoice for the purchased items.  As stated previously, neither of these documents contained an indication of future charges, or that it was necessary for the 30 day trial to be cancelled.  I have offered to pay for the initial $1.00 charge for the 30 day trial period as well as an additional two months at $49.00/mo for a total of $99.00  I feel this to be a fair settlement for a service that was never provided to me, in light of the documentation of my purchase not containing the information that furture charges were going to be levied.  I will be happy to elevate my complaint the State Attorney Generals office so that they can do an investigation of the practices being used to charge people for services never having been rendered.

Many thanks to BBB for their looking into this issue for me.

Regards,

**** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/8/2012 Advertising/Sales Issues
6/8/2012 Guarantee/Warranty Issues
5/21/2012 Advertising/Sales Issues
5/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After purchasing a product & service from Legacy Publishing (Total Transformation), we were offered a parent support hotline for free the first 30 days. After 30 days, you must call to cancel the service, we notified Legacy Publishing that we wanted to cancel the service after 30 days however, our credit card was billed 3 consecutive months. We disputed the charges but Legacy Publishing refused to issue credit for $147 ($49 per month) as they
show no record of cancellation despite there bing no record of us ever using the service. The company insists that there charges are fee based not usage based. Therefore, because I couldn't locate the date/time of the call,
we could not prove the call had been made. Unfortnately, we trusted that our request to cancel was honored. We are honest people & thought we were doing business with an honest company. Therefore, buyer beware as this company is not honorable or living up to consumer expectations.

Desired Settlement: We would simply like to have the $147 refund credited to our credit card for a service we did not use and requested be cancelled in the time period required.

Business Response:

The order placed on 9/11/11 included access to the Support Service. The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter, until cancelled. These terms are explained when placing the order and included in the
package. The service was cancelled per request on 2/6/12. We have no prior record of a request to cancel the service. If a cancellation confirmation number or the name of the representative spoken to within the first 30 days can be provided,
we can further consider refunding the account.  The fee is based on access and not usage and are therefore 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 concernsRemembering the date/time & representatives name is unrealistic.  I would not recommend Legacy Publishing as they take advantage of their customers understanding of their policy.   Refusal to make some type of concession is just poor customer service and an obvious reflection upon the type of business this
company is.



 

 

Business Response:

It is policy that when cancelling the service, a confirmation number is given. This is why we ask when we have no record of a cancellation request for the representative name or cancellation confirmation number. The service was cancelled per request on 2/6/12. No additional charges processed and the previous are based on unlimited access to the support specialists and not usage.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a product called "Total Transformation". At the time of purchase, which was done over the phone, I was also asked to participate in a free trial of a parental support line. I agreed to the free trial. I never used the service, not once, and it was my understanding that I was not participating in the free trial once I had completed the survey, which I did on August of 2011. In March I noticed a charge from "Legacy Publishing" for 49 dollars and called my credit card company to find out it had been an ongoing charge at $49 for the past 8 months. I called Legacy to complain about the charges and request a refund they refused. On April 2nd I sent them an email with the same request, but never received a response.

Desired Settlement: A refund of 392.00 to the credit card they charge. I also think they should have to specify their product in the credit card charge so that consumers are aware of the product/service being collected.

Business Response: According to our records, the order placed on 5/4/11 included the Support Service. The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter, until cancelled. The terms of this service were explained properly and agreed to on 5/4/11 according to our Quality Assurance Department. The terms are also included in the package on a full page letter.  The service was cancelled per request on 4/2/11. 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 Total Transformation/Legacy
Publishing sales rep did not adequately make it clear that this $49 charge would continue to be charged to me even if I never used it and even if I returned the survey. I should be refunded the total charges for this "service" that never served me.

 

 

Business Response:

According to our Quality Assurance Department, the terms of the Support Service were explained verbatim and agreed to on 5/4/11. As a courtesy, we have issued a refund of $98.00. Please allow 3 to 5 business days for the credit to post to
the account. No additional refund is due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Legacy Publishing billed me multiple times for a "Parental Support Line" that I had never requested or authorized. I am not a parent (I am a teacher) and did not want or use that service. They sent me an email after I made an online order for what I understood to be a free trial, and in the email they indicated I had not signed up for the Parental Support Line, saying "For just $1.00 you can sign up for the Parental Support Line..." and providing a link to do so. I did not request this, nor had I signed up for it previously, and yet they have billed me six times $49.00 for this service. After speaking with various representatives of the company, one of them said I would be refunded for two of the payments. However, I think I should be refunded for all of them, since they were never authorized. I am also not happy with the company's lack of full disclosure. In the materials I received from them, there was no indication of the future charges they would make to my credit card. Also, I was responding to a radio ad that indicated I would receive the program free if I sent them feedback. But their company representatives said I had signed up for a different program online. I am not sure how I could have known that. They are definitely not adequately disclosing the costs they are charging people for. However, at this point I am just trying to get the Parental Support charges refunded (totally, not just two payments).

Desired Settlement: If they refund me all the Parental Support Line charges I will likely not pursue this further. The best outcome, however. would be if I could return all the materials they sent me for a refund of all the charges they have made to my account. This is what I asked for when speaking with the company representatives.

Business Response: According to our records, the order placed on 9/3/11 included the ***** ************** *******, ******** ***** ** ************* ***** ***** *******, and access to the Support Service. The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. These terms are explained when placing the order as well as included in a full page letter in the package. The service was cancelled per customer request on 3/2/12. As a courtesy, a refund of $98.00 was intiiated on 3/21/12. The fee is based on unlimited access to the Support Specialist and not on usage. No further refund is due.

Consumer Response:

I did not order the parental support line service. I am not a  parent, but a teacher, and would not have ordered it despite what they  say their records say. Furthermore, they sent me an email after my order was placed asking me to sign up for the parental support line, which indicates I had not signed up for it. I also never received any paper explaining any terms with anything the company sent me (any of the three programs they sent me). I would like to return all the materials they sent me for a full refund. However, at a minimum they should refund me the remaining $296.00 they billed me for the parental support line I didn't order. 
Regards,

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

 

 

Business Response: The terms of the program ordered as well as the support service are clearly explained when placing the order as well as included in the package. The terms for the programs are at the bottom of the packing slip. The terms of the service are included in a full page letter. We apologize if the automatic email sent regarding the support service was confusing but as per terms no call was made to requset cancellation prior to the end of trial and the automatic billing began as per terms. The service was cancelled per request on on 3/2/12. Unfortunately, the guarantee periods for the Total Transformation Program (30 days from the date of delivery) Complete Guide to Consequences (30 days from the date of delivery) and Total Focus Program ( 60 days from the date of delivery) have expired and the account is no longer eligible for return or refund.

Consumer Response:


The company’s response is unsatisfactory because
1) I never ordered the Parental Support Line and was billed for it repeatedly (six times). The company does not address this.
2) Contrary to what the company says, there was no full page letter explaining the terms of the service, nor was there a packing slip.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/29/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this program called the 'US Factor' and attempted to return it within the time frame allotted. When I called they talked me into extending the offer with yet another date to call back. It was over half price off. When I was delinquent in calling within this window and I did acknowledge that fact, they directed me to a web site where I could dispute this and get some feedback. There was never a response from this web site, so I suppose they don't answer email from it. When I called back, they had already got their payment in full, so they didn't care what I did and had no intention of returning any money. I am just out of luck. I will never do business with this company again nor will I recommend them to others.

Desired Settlement: I would like to return the program and receive a complete refund. This business practice is absolutely unacceptable. I have emailed their customer service folks, but I'm sure there will be no response. I will also update their website
to be sure and notify others of this practice.

Business Response: We have no record of an emailed request regarding returning the program nor do we see a request filed with our Appeals Department. Due to no call being made on or before 1/27/12 to either accept the discount offered or request return of
the program, the remaining billing on the account resumed. The account is paid in full and no longer eligible for return or refund.

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 have submitted complaints to their customer service email and also to a web site that they said I could dispute this charge. I also asked to the ability to contact the author of the material
and they would not give me the information. I think he should be aware of this kind of practice.

 

 

Business Response: It was advised by Customer Service that the customer is more than welcome to write a letter or email Dr. *******, the creator of The Us Factor Program, if she'd like. A letter may be mailed to our corporate address or an email sent to service@legacypublishingcompany.com. Our Quality Assurance Department has reviewed the 12/20/11 Customer Service call to verify the terms of the discount and extended guarantee offered were explained properly. These terms
were explained properly and agreed to on 12/20/11. No call was made on or before 1/27/12 to request return authorization or accept the discount offered, the billing continued as per terms described when placing the order and included in
the package.  The account is paid in full and no longer eligible for return or refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On TV and on the website the company advertised the program free. When I called I was told that only 1,000 were being given away and that I was eligible. However, the program was not free! I could participate in a survey and receive the program for free but first I had to pay $109.00. When I returned the survey I would get a refund. This does not mean free to me. Have since received several e-mails offering a 30 day trial for $19 then $109 monthly until I returned the survey.

Desired Settlement: Would like program as advertising stated.

Business Response: According to our records, this order was not placed under the Feedback Survey offer. Had it been placed under that offer, the account would have been eligible for a full product price refund in exchange for a completed survey returned within 90 days from the date of delivery. The order was placed in 2009 under a 30 day guarantee. No call was made during the guarantee period to request return authorization, automatic billing began as per terms. Due to non-payment, this account was then submitted to an outside collections agency. We are unable to offer and refund for return at this time. 

Consumer Response:

I apologize for not getting back to you sooner, I have been very sick.  I just read the response from the company and dispute their response, I have never ordered from this company and have had collection agency contact.  My first contact with them was when I attempted to order the program under their free offer and was told I needed to pay for the program. Please advise. ******* *******

Regards,

Rebecca Collier

 

 

Business Response: According to our records, an order was placed via our website on 9/10/09. Contact was attempted on several occasions to obtain payment. Due to being unable to reach the customer the account was submitted to outside collections on 3/29/10. We have no record of contact from customer at any point to advise non-receipt of package or make payment arrangements.
No refund is due.

Consumer Response:

I did not place an order with this company in 2009.  I never even heard of the company until February of 2012.  I would like a copy of the order and the information that they say was submitted to collection.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the Total Transofmation program for, w money back guarantee. I received the item & and never opened it (read bad reviews that said it was a waste of $). I emailed for an RMA# and no response was given for 5 days, I also called for RMA# and was not given one due to it being a couple days past the 30 and that there were no exceptions. ****** and ****** in the customer service department leave much to be desired in this are, they were both rude and unhelpful. The item was returned via Fedex, signed for and accepted by their warehouse in brand new unopened condition (Fedex Tracking# ************). I have received no benefit from this unopened product and it is in perfect condition for resale.

Desired Settlement: I would like to a refund check to be mailed to me for the $109 my card was charged. (The card has since been lost so a credit cannot be run through there).

Business Response:

According to our records, the order placed on 2/1/12 included the Total Transformation Program. This program was purchased on a delayed payment plan. The terms of the program state the customer has 30 days from the date of delivery to call to request return authorization. The package was delivered on 2/8/12 begininning the 30 day guarantee period. No call was made on or before 3/8/12 to request return authorization and billing began as per terms stated when  placing the order and included in the package. Customer was denied return authorization on 3/13/12. The package was recieved at our warehouse without authorization beyond guarantee on 3/16/12. As a result, the package was refused back to the customer. The program is not eligible for return or refund.

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 item is unwanted and they are want to force me to take it.  It was returned, FACTORY SEALED, BRAND NEW CONDITION - signed for on 3/14/12 (see Fedex POD).  They kept the item for 4 days and then reshipped on 3/19/12 - the package was refused by me and returned to them 3/29/12 (see UPS pod).  The company is able to resell the product and is at no loss by taking it back.  Even worse, the company does not even ask, nor do I think the customer service department cares why the request was made a couple days over due - I will not get into the personal tragedy that my family has suffered but the company should realize that there really are circumstances beyond ones control and should allow for such things.   Again, they have the brand new, sealed product back in their possession - i do not want it - Please send refund of $109.
 


 

 

Business Response:

No refund is due on this account per the guarantee period ended on 3/8/12. The package once received will be refused back and yours to keep. The remaining two payments for the program are scheduled to bill on 4/9/12 and 5/9/12.

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 complaintItem was returned in brand new factory sealed condition to shipper.  The program is unwanted and available for full resale to another customer.  UPS delivered package 4/29/12.  POD attached.  Please do not resend the item & provide refund as requested.   

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a $49 reoccurring fee on my credit card for access to a support line - a service I never ordered. The company is saying I ordered the service on their website when I purchased their TT program. I never wanted the service, never ordered it, and never used it. They are saying the charge is based on access not usage and are refusing to refund the charges, now totaling $392. I am sure I never ordered it. I contacted them independently and through my credit card company with no success. They are also saying I could have cancelled at any time – but after 8 months of charges do you think maybe they would have sent me a letter or an email asking how’s it going? Reminding me I have access to a parental support line at $49 a month? No, nothing - the only thing I got was a letter (that I didn't notice) in the package I received with the initial program CD’s and workbooks. I believe they are unethical - giving the program away “for free” if you fill out their survey and then finding other creative ways to earn income. I’m very unhappy with them.

Desired Settlement: 1. Refund of my $49 monthly charges dating back to when I ordered the program ($392) 2. A change in the way they manage their parental support line program so they reach out regularly to parents who are PAYING THEM monthly for support 3. A conscientious review (an external audit maybe) of their business practices to make sure they aren't doing anything unethical, as there are many complaints about this company all over the internet

Business Response: According to our records, an order was placed on 5/6/11 for the Total Transformation Program and access to the Support Service. This service is explained with a full page offer on the website when placing the order. To be added to the order, a "yes" button must be clicked. The terms are also provided in a full page letter included in the package. The fee for the service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. The service was cancelled per request on 3/1/12. Prior charges are based on unlimited access and not usage.

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 telling you that I never ordered, wanted or used the service and that I believe your business practices to be unethical. I want the monthly service charges you deducted from my credit card refunded.

 

 

Business Response:

As a courtesy, we can refund the last two months of service. A refund of $98.00 has been initiated. Please allow 3 to 5 business days for the credit to post to the account. We are unable to offer any additional refund per the terms are explained when placing the order and included in the package.

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 complaintThat is not acceptable. I want a full refund of the monthly charges totaling $392. In addition, as I said before, the way you are handling this is unethical and not worthy of an A+ rating with Better Business Bureau. If you are collecting $49 a month from your customers for a parental support line, you need to be reaching out to those customers regularly, especially the ones who are not accessing the support they are paying for. These customers need to know that you are there to support them - and they need to know they are paying for a service they are not using! You need to review your company's policies. I want my money back and I want you to change the way you handle your business so you don't do this to other people. Your customers come to you for help, yet you take advantage and rip them off.  

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I saw an ad by this company that you can try the product for free for month month and if you do a survey I would have the product for free. Before one month was over, I called to return the product and ask for refund. Please keep in mind that based on the information that I had gathered, I realized this product does not suit my needs and I decided to not even open the product from it's original packaging. Upon my call to the company, a customer rep. insisted that I give the product a try and keep the product for a second month at no charge. I respectfully asked that they would take the product back but the customer rep (a lady that I fail to remember her name) continued on pushing that I keep the product for a month longer. So I decided it is not worth the argument and I will call back to have this discussion a bit later. Within days, I noticed that the Legacy Publishing Co has moved forward with charging my account for a monthly charge of $119.00. So once again I called the company and complaint about the charge and asked to return the product back to them. This time, they said in-order to return a product, they will provide an authorization number which they will provide via postal mail. So based on their instruction, I waited to recieve a letter from the company. During this time, Legacy Publishing moved forward with another $119 charge to my account. At this point I disputed the charges through my bank. Unfortunately, my bank was not successful with the dispute and at the end of the day, I was charged for $238 for something that I didn't want and tried so hard to return. Also, I have yet to recieve an authorization number from Legacy Publishing Company but I did go ahead and shipped the unopen product back to the company. I kindly ask that you look into this matter and ask for my refund. Thank you very much

Desired Settlement: I kindly ask that you look into this matter and ask for my refund. Thank you very much

Business Response: According to our records, the programs were returned without authorization, beyond guarantee, on *******. Our appeals department has offered a partial refund and has not heard anything further regarding that offer. No refund is due at this time.

Consumer Response:

 This is exactly the reason why company’s like
Legacy Publishing Co needs to be reported to BBB.  The way you run your business is UNETHICAL and
perhaps ILLEGAL.  As I mentioned in my
original claim, I was FORCED or I should say BULLIED into keeping the product
for an extra month, even-though I mentioned repeatedly that I would like to
return the product.  The fact that I didn’t
even open the package should be a testament of my intention to return the
product.  Legacy Publishing, not only
your company forced me to supposedly “try it out for free for an extra month”,
but you turned around and charged me for the product!  Which part of this action is ethical and legal,
I really would like to know!  As I also
mentioned in my previous claim, even after several call to your company, I yet
to see an “authorization number” from your company, therefore I was yet again
FORCED to send everything back to you without authorization code so I don’t get
charged for the third month.  I
would like my full refund, otherwise I have no problem in taking further legal
action.  I am not sure how many other innocent
customers have gone through the same issue as me but this need to STOP!  I appreciate your full cooperation.

Regards,

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

 

 

Business Response: According to our records, on ******* a call was made to Customer Service to cancel the Support Service. Our Quality Assurance Department states, no request to return the programs was made at that point. During the second call to Customer Service on *******, the benefits of the Feedback Survey offer was discussed. This offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. This was purchased under a delayed payment plan, at approximately 60, 90, and 120 days from the date of purchase, three payments of $119.00 process as payment for the program. The last day a survey could be postmarked and eligible for a refund was ********. On ********, return authorization was denied due to the option to return having expired on ******* The return was received without authorization beyond guarantee on ********. If you can provide proof the package was mailed prior to ******, a refund will be initiated. Without such proof, no refund is due.

Consumer Response: I feel as though now we are playing on words. When

I called on *******, I asked that I want to return the product and the rep.
pushed me to try the product for another month.  The second time that I called, I asked again
to return the product and they told me that I need to wait for the
authorization code.  Which as I said repeatedly I never received the authorization code.
 I feel as though they made me wait ‘till
I am passed the return period so I don’t get my refund back.  If you have any records that the authorization
code was mailed to me, and was successfully delivered within the return period,
I am more than happy to accept and move on.  Also of-course that I don’t have a proof that
I delivered this product by 9/8 because I was waiting for the authorization
code that your company promised will mail to me.  Unfortunately out of fear that I am going to
be charged every month, I finally went ahead and shipped the product without “authorization
code”.  It is unfortunate that I have to
go back and forth on this but all I am asking is my refund.  Your company has the un-opened product and I
am left with a debt of something that I didn’t even use. At the time of
purchase, I thought I can use this product for my foster kid but soon after
purchase, I realized my problem with my foster kid is bigger that this program
can offer.  So I decided to not open the
package and send it back for return.  Again,
I kindly ask that you will refund my money and we can close this case.  Also if I have to take your partial refund
into consideration, what would that amount be?  

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i returned the survey with in the thirty day free trial, and I choose not to take part in the survey, and now they are charging me a monthly fee of 49.95. I learned my lesson to never give my credit card number out.

Desired Settlement: I wish all charges will be reimbursed to my credit card, I would be willing to pay for shipping fees.

Business Response:

According to our records, the order placed on 1/6/12 included the Total Transformation Program, Total Focus Program, and access to the Support Service. The Total Transformation Program features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery.  On 2/23/12 the returned package was received without authorization. Upon reciept of the return, the remaing charge for the Total Transformation Program was cancelled, a refund of $124.95 for the Total Focus Program was initiated, and the support service was cancelled.  No refund is due for the Total Transformation Program unless a complete Feedback Survey is postmarked on or before 4/12/12.  No refund is due for the Support Service as the fee is based on access and not usage.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In October 2011, I spoke with a customer representative regarding the free purchase of the Total Transformation Program. In order for the purchase to be free, I had to complete an exercise where I gave feedback on the program process, and after received the feedback, all the payments I had made would be reimbursed. I had 3 months in order to give all of my feedback. I filled out all of the paperwork and mailed it. However, I made a bad choice in failing to copy the large feedback booklet (mostly because I was out of a job and didn't want to pay the cost for the ink). I also failed to send the feedback registered mail. In light of those decisions, I was not surprised when I didn't receive a refund of any of the funds I'd paid for the program. I did not call and make a complaint, because the mistake was mine. However, while looking at my bank statement in February 2012, I notice that there was an additional charge being paid to Legacy Publishing Company. After looking at all of the previous month's statements, I noticed numerous other charges. These charges were not made on the same day of the month...some of them were a week or more in difference from the month prior or thereafter. I called the company and I was told that when I signed up to receive the program and offer feedback, I'd also signed up for a 1-800 support line for parents who'd had difficulty using the program. I told the customer service representative that I'm a smart person who would remember signing up for that program and I feel that if the initial customer service representative did tell me about this, she did so as a quick reference that I either didn't hear or wasn't fully explained that the company would deduct this amount from my account on a monthly basis - $49.00/month. I explained that I never called this phone number, but the customer service representative explained that I would only receive a refund if I did not sign up for this in the beginning. I feel that I am being taken advantage of as a consumer, and I want all who read this about this company to be aware of their fraudulent tendencies.

Desired Settlement: I desire to be refunded for all of the transactions in which I was charged the $49.00 monthly charge, beginning November 2011. The total refund should be $196.00.

Business Response: A refund of the support service charges totalling $294.00 was initiated on 3/15/12. It can take up to 10 business days for the refund to post to the account. No additional refund is due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Back in December 2012 I saw an ad on television and I have also heard the ad on a radio station for a program that helps children with behavioral issues. It was advertised as giving away a free program to help parents with these children. I thought it would be great to get to see if it would help my child who is now an adult. When I contacted the company I found out that there is a price for this program. They ask that you get the program and then when done, you fill out a survey and if you feel it is a good one and it helped they would reimburse you the money that you paid. I was shocked cause the ad clearly states " Free program" it does not say anything about the survey or fee. I thought I would try it and they did try to work out a deal for me, however, if I had changed my mind that I would have to cancel my order before a certain date. It was set up to have my order delivered around the 6th of January. On the 3rd of January I tried to reach them. I called the phone number they gave me and it said that if I wanted to contact them that I could do so by email. So I did just that and also asked them for a confirmation that they had received my request. I never heard anything. I tried many times to contact the company by phone and when I did I kept getting the run around. They told me that they do not respond to cancellations by email. They stated that the order had been placed and my bank account was charged. I was quite upset and it took me weeks to get my money back after getting a run around. I told them that they really should changed the way they had advertised this item as it was very misleading. They said nothing.

Desired Settlement: I think that they need to change their advertisement to say that there is a charge and that if people feel the program does work and they are approved you will get their money back and the program is free. I really would of liked that program cause I believe it still could help my son even tho he is an adult but will not pay the price especially since they were misleading in the cost. If they chose to send me the material free for all the inconvience and misleading advertisement that would be great but if not oh well. I just don't want anyone else to get drawn into an misleading ad Thank You

Business Response:

We apologize for any misunderstanding when placing the order for the program. According to our records, this order was placed under a 30 day trial offer, in which only shipping and handling is paid to receive the program, if return authorization is not requested within 30 days from the date of delivery, automatic billing begins as per terms. These terms are explained when placing the order and included in the package.  We apologize the emails sent were not recieved according to our records. Once a package is shipped, we are unable to cancel the order.  This return was recieved 1/13/12. A refund of $20.95 was initiated at that time.

Consumer Response:

I know I got my money back....the issue is that advertisement of this product is misleading and caused me issues. The advertisement of this book says it is free when it is not. You pay for the product and if your fill out the survey and it is approved you get money back. The advertisement should state that. It is misleading and really needs to be changed.  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.


 

Business Response:

We apologize for any inconvenience or misunderstanding. We have several different offers available for purchasing our program. The order placed on 12/22/11 was under the delayed payment option. This offer features a 30 day trial period in which a customer may recieve the program paying only shipping and handling and use the program for 30 days. If the customer chooses to return the program, we ask that a call be made to Customer Service to request return authorization within 30 days from the date of delivery. On 1/10/12, a request for return authorization was made and approved. The package was received by our warehouse on 1/13/12 and a refund of $20.95 was initated at that time as a courtesy.  The Feedback Survey offer that is currently advertised is a separate offer that features a full product price refund in exchange for a complete survey returned within the allotted time period explained when placing the order. This offer would include a survey in the package and the survey is based on the results experienced while using the program.

We appreciate the suggestion regarding our advertising and will forward it to the appropriate parties.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered the "Total Transformation Program" by a James Lehman from this company. The saleswoman on the phone pressured me to try another program called "Total Focus" and stated I could review it and if I did not want it could send it back within 60 days. I agreed only to get her to stop pestering me- I never wanted the program. I sent the Total Focus program back within 30 days from the date of my receipt of the product, which was August 15, 2011. I paid for a tracking number but when I left the post office I noticed I got no tracking number with my receipt- I believe my copy was left on the package. On December 5 my credit card was charged $119 for the Total Focus Program (this is a book and audio package) even though I sent all the merchandise back and now the company claims they never got the program back. I cannot believe it! I am going to the post office tomorrow to see if there is any way I could approximate the date and find the tracking number, although I fear I am out of luck.

Desired Settlement: The business needs to be honest. They did indeed receive the merchandise. I believe they saw I did not retrieve the tracking number from the package and took advantage. I no longer have the program materials, stated I did not want it in the first place, and am now being charged $119 for nothing! This is stealing. I wish that others could be warned about this, or perhaps the "total transformation" infomercial should be taken off the air permanently.

Business Response: According to our records, return authorization and instructions was given for the Total Focus program on 8/31/11. We do not have a record of a return being recieved attached to this account at any point. The billing processed as per terms because no return was recieved. If the customer can provide proof the package was mailed on or before 10/18/11, a refund will be initiated. Without such proof, 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 complaintI have the tracking number from the post office and have obtained proof from the post office that shows Legacy Publishing signed for the Total Focus package that was returned to them, at their shipping and receiving address, where I was told by Legacy Publishing to return the program.  I have filed a complaint with my credit card company as well and have faxed the above-mentioned proof to them.  I can fax it to Legacy Publishing but do not know where to send it.   Pray tell me where else I should send this proof. 

 

 

Business Response:

As per policy, we are unable to issue a refund if we have no record of recieving the product. We require proof that package was sent within the guarantee period. Proof includes; tracking information, a reciept, etc. If customer can provide such proof, a refund will be initiated. No refund is due without such proof.

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 complaintI provided proof to Legacy Publishing in the form of the receipt and tracking number for the Total Focus program package.  They sent me the package on 8/15/11, I returned it to the company's address in Wisconsin, and their company signed for the package on 9/2/11.  I also provided proof on this issue (and another) to Chase Credit Card Services.  Chase agreed with me and is crediting my account on all charges from Legacy Publishing.  

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My mother, **** ******* ordered The Total Transformation program for myself in December of 2011. She saw the advertisements on the Christian Broadcast Channel, (Pat Roberts 700 Club) and felt it was trustworthy if advertised there. She understood where would be a one time charge of $139.00. The representative said $100.00 of this would be refunded if I called in within 30 days with a testimonial about the program. My mother, who has been charged a total of $475.00 at this point; is elderly and has limited understanding of what was discussed and agreed to. She was even signed up for a parent assistance line and was charged two additional fees of $49.00 each. I have not even opened the packet and am requesting a refund of all the charges. We have called and placed a freeze on her credit card so that no further charges can be placed by your company. Additionally, I will be filing a complaint with the Better Business Bureau. I intend to complete and return the testimonial so that $357.00 will be refunded if returned by March 23, according to your company. Evidently, the two charges for your bogus assistance lines are non-refundable.

Desired Settlement: I would like to have all charges of $475.00 refunded, not the $357.00 offered. Additionally, their advertising is deceptive and needs to be clarified that all charges will apply and then maybe refunded based on return of the testimonial. A bank representative informed me that get a lot of complaints and problems with this vendor, who conventiently advertises heavily on the Christian Broadcast Network

Business Response: According to our records, the order placed on 12/2/11 included the Total Transformation Program, Total Focus Program, and access to the Support Service. The cost of the Total Transformation Program is three payments of $119.00 each. This program was purchased under the Feedback Survey offer. This offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. You have until 3/23/12 to complete and return the Feedback Survey and be eligible for a refund. Incomplete surveys and surveys received postmarked outside of the allotted time period are not eligible for a refund.

The Total Focus Program is one payment of $119.00. This payment is scheduled to bill 3/11/12. This program is not eligible for return.  The support service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. The service allows unlimited access to the Support Specialists for a monthly fee. As a courtesy, the two months of service that processed were refunded on 3/6/12.  No additional refund due at this time.

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.

The Total Focus Program is not wanted and will  be returned. None of the materials were used. The credit account used to purchase the program has been frozen due to the initial unwillingness of Legacy Publishing to listen to our request. We will complete the survey and return the materials. We did not understand what we were being charged with at the time or that there were going to be multiple billings. We apologize for any inconvenience this has caused. The sales techniques used by Legacy Publishing are deceptive.


 

 

Business Response:

A request has been submitted to our Quality Assurance Department to review the original Sales call to ensure all terms were explained properly and agreed to. Please allow 2 business days for the results to be posted to the account. We apologize for any misunderstanding.

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and received the Total Transformation program. Well, apparently, I didn't get the free version online the one they advertise on the radio and TV. I was within the 60 return policy and did so with a confirmation and priority shipping. They have received the product back. Now they have charged my credit card **** for the product.

Desired Settlement: I want my money refunded for what I returned within the time limit and according to their policies.

Business Response: We have many offers for our products. This program was not ordered under the Feedback Survey offer. It was backed by a 30 day guarantee period. We have no record of a call to request return authorization prior to the end of this guarantee period. Automatic payments processed as per terms. These terms are explained when placing the order as well as in the package. A refund will be initiated for the Total Focus Program once the returned item is received.

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 * ********

The problem is you pulled the bait and switch tactic. "Call this number now" and when someone does, orders under the premise of  an offer, you pull back and say, "whoops, you ordered the wrong item" Your company is a joke. Look at rip off report.com for more examples of how you take money and run.

Regards,

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

 

 

Business Response: We offer our programs under many different offers. If the Feedback Survey offer was explained and offered, please provide the representative number or email that confirms the purchase was made under this offer. This would be a discrepancy in that individual case. According to our records, the order was placed via the website under the delayed payment offer and not the Feedback Survey offer. The additional programs each held their own guarantees.

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 # ********

Thanks for your reply to nothing. For the record, I shipped back the Total Focus stuff over 2 weeks ago....your processing department needs to be revamped.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/2/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I'm a widow on a fixed income. one nite I saw a tv commercial on a product for children with behavior problems, money back GUARANTEE. I'm half sleep, but woke enough to see this might help my grand son. They don't tell you how much the total cast of the product. I was told that my account would be debt 139.00 automatically. I wanted to make sure for that amount of money it would help my grand son with autism. I was told it would,I kept asking that. I explain that my grand son lives in *** an I'm in **. That it's not like they live next door. He assured me it was money back GUARANTEED, an I'll be refunded. Then I was told in 30 days my account would be debt again for 119.00 til the remainder was collected. So I asked him how much total cost, I was told the 139.00 plus 119.00. I'm thinking okkk,,, I can do the 258.00.But the invoice I recieved with the program also told me of a total refund within 90 days. I did get an extension til the 21st of Jan.  I contact my ex daughter in law and told her what I had done. She told me he's in a program, but she still would look at it when she come down to visit. I'm thinking I can send it back if it's not something we can't use. Well I called them to make sure I could send it back. I was told yes, I explain that I've never used it. I was told by **** if I wanted a refund to do the feedback survey even if I have to use my own children behavior problems for a total refund.(odd but I did) I returned the product with survey. I later learned that I was not going to get a total refund just 90.00 by ******. I told  her I was going to try an get my money back, an they debt my account again. I got a police report but I wanted to plead to them an see if we could resolve this matter. They are not being trueful with me when I ask questions.....So here I am.....

Desired Settlement: For my money to be returned first,, to say what the total amount of the program cost during tv commercial,, to explain better to customers about the return policy on the whole program.. I wanted a TOTAL refund, I should have been advised on THAT honestly...

Business Response: According to our records, the order placed on 10/3/11 included the Total Transformation Program--Feedback Survey, Total Focus Program, and access to the Support Service. The cost of the Total Transformation Program is three payments of $119.00 each. The Feedback Survey offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. Any amount paid toward the program during the 90 day period is eligible for a refund as long as a complete survey is returned within the allotted period. No survey was received postmarked on or before 1/7/12 and therefore no refund was initiated.
The Total Focus Program is $119.00. This program is backed by a 60 day guarantee period. No record of contact from the customer prior to the end of the guarantee, billing processed automatically as per terms. The support service was cancelled per the customer request on 11/3/11.
No record of contact from customer at any point during guarantee periods to return the programs. customer was denied returned authorization on 1/11/12 and 1/18/12 due to being outside of guarantee. Customer returned the programs without authorization, beyond guarantee on 1/12/12. The warehouse then returned the package back to the customer.
All the terms of billing are explained when placing an order and included in the package. No refund is due.

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

I'm sending document as to why I waited because I waiting my ex daughterin law to view the program. So I called and got an extention, till Jan 21st

 

 

Business Response: We do have a record that the Feedback Survey postmark date was extended until 1/21/12. No feedback survey was recieved on this account. The account is no longer for return or refund.

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 # *******.

the attached document reads 90 days

Regards,

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been charged several times for "parental support line" service which I did NOT order. When I called the 800 number listed, I told them I had ordered over the phone but that I had an email IN WRITING that said that I did not join that service but could by "clicking here". I DID NOT click on join and still we were charged. I charged the program to my husband's credit card and unfortunately he doesn't review it very carefully so we were charged for 4 months of this service at $49 ea mo. The "customer service" rep I got said he was not qualified to issue me a credit but would send my complaint on to the next level up. I told him that I was filing a report with the BBB and he said "well, you can file a appeal with us" and I said "that's what I'm doing now and you are telling me you have no authority." He said, "well, I'm sorry." This whole Total Transformation thing is a SCAM!!! I never would have done it at all but it was recommended by our family counselor. I will NOT EVER buy anything from them again.

Desired Settlement: We want a refund for 4 months of the $49 charged each of those months or a total of $196. It can be refunded to our credit card.

Business Response: A refund of $197.00 was initiated today 2/24/12, as a courtesy. According to our Quality Assurance Department, the terms of the service were explained properly and agreed to at the point of original sale. The email requesting signing up for the service was sent in error. We apologize for any inconvenience.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns.  Also, as part as my conversations with Legacy, they promised to send me a copy of the audio tapes where they said I agreed to the service and I have thanked them for their offer to refund my money and asked them to forward me a copy of the tape as promised.


BBB's Final Determination: Consumer accepted resolution offered by the business.

2/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered this for mt daughter. She was supposed to fill out a survey and return it within 90 days and I would get a refund. My daughter returned the survey within the 90 days. I didn't receive a refund. I called and the company claims they never received the survey. I know my daughter mailed it back. They also refused to send her another to fill out in case it had gotten lost in the mail.

Desired Settlement: I want my refund as they promised.

Business Response:

According to our records, no survey was recieved linked to this account. We have requested the customer provide a copy of the original survey so that we may process it and if applicable, issue a refund.

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 concernsMy daughter did not make a copy of the survey, she did not know she needed to.  She mailed it as instructed to the address given.   She contacted her local post office and they said if there had been insufficeint postage it would go to the company with postage due and if not accepted it would have been returned to her.  It was not returned to her.  I think they threw it away because it was not sent registered mail so they would not have to refund the money or they misplaced it there.  She also said it did not tell her to send it registered mail as the man said it did or she would have.
I should have known to tell her to send it registered mail because I have had enough experience to know of all the fraud out there.  My daughter worked hard to get the survey done and get it sent back on time.  We would not be asking for a refund if she hadn't.  Am I the only one who has had this happen?  I will find out and I will let other people know.
 

 

 

Business Response:

If our warehouse recieves anything that is due postage it is returned to the customer. We apologize for any inconvienience. It is advised in our FAQ sheet to mail the survey in a traceable manner and keep a copy for your records. We will allow additional time to complete and return the Feedback Survey. Please note: incomplete surveys are not eligible for a refund. More details and copy of the feedback Survey have been emailed to ***********@SBCGLOBAL.NET.

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



BBB's Final Determination: Consumer accepted resolution offered by the business.

2/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Legacy Publishing Company Decamber 5, 2011, to order the "FREE" Total Transformation Program for my daughter and grandson, advertised on a Chicago AM station.The cost was to be $348.00. They would refunded the cost minus S&H or $329.00 after I fulfilled my part of sending them an approved 27 page critique, which I did immediately and kept a copy.So, they debited my personal check # **** for $348.00 from my bank account per "*****" who assured me of my refund, less S&H and later they would credit my account for $329.00 as soon as my part in the "FREE" transaction was ok'd. I have not received the refund.They acknowledged per email that they received and approved my critique.It is now two months since I ordered the program. I have sent them inquiries by email as to where is my refund.By return email,they keep moving up the date of the return of the $329.00 promised refund. Now its moved to the middle of February.Thank you.

Desired Settlement: I want this refund check of $329.00 sent this week to ME, personally, NOT to my bank.Thank You.

Business Response: Refund was initiated on 1/23/12. Please allow 3 to 7 business days for the credit to post to the account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered one of their programs in September 2011. I remember quite clearly being asked if I wanted the parental support and selecting no. I didn't give it another thought until I noticed that I'd been billed $49 for this service. On further investigation, I see that I was charged 3 times in November, December and January. I called and they cancelled future charges, but refused to refund any money saying I requested the parental support and that it is a monthly membership thing. I've been through this once before with Legacy Publishing and have heard this before - no refunds. Last time I settled for an offer of a couple of month's of support free. This time I want my money back. I feel their tactics are aggressive in getting people roped into the parental support. I feel that even though I said no they made it my response yes and signed me up. A refund at this point is the only way I will ever purchase or recommend any of their programs. I think the programs are good quality, but the parental support is bordering on a scam. If needed for Legacy to find my records, my billing address is **** ******* *******, ***** ** ***** and my email is ********@hotmail.com. Thank you for your help.

Desired Settlement: I would like a refund of the $147 dollars paid for services never used. I never used the Parental Support line.

Business Response: We are unable to add the Support Service to an account without the Customer's consent. The terms of the service are explained when placng the order and there are two seperate moments where the website requests and yes or no button to be clicked in order to add the service to the cart. The terms are also explained in a full page letter included in the package. The service was cancelled 1/25/12. Prior charges are based on access and not usage and are therefore non-refundable.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife called Legacy Publishing to order The Total Transformation. She was told they were sending the Total Focus on a trial period. She told the operator she didn't want anything extra, just the Total Transformation. They sent the Total Focus and we didn't realize it was in the shipment and didn't send it back within the trial period for a refund. I called Legacy Publishing once we noticed the Total Focus and that it was past the trial period. Legacy Publishing reviewed the phone conversation and told me that there was nothing they could do because my wife agreed to them sending the Total focus. I had Legacy Publishing send me the audio of the call but it was editied to only include the last part of the call where the operator asked her to agree. If the entire call was reviewed it would be clear that my wife stated several times that she didn't want additional material and that the order was getting too complicated. By the time she agreed to the terms she was confused and didn't really know what she was agreeing to since she just called to order the Total Transformation and nothing else. They also signed her up for a parent hotline for $1 that has a monthly charge of $49. We never used the Total Focus and have offered to send it back but Legacy Publishing refuses to take it back.

Desired Settlement: Return the Total Focus material that we didn't want and receive a full refund of $119.

Business Response: The Total Focus Program is backed by a 60 day guarantee that begins that date of delivery. The terms were explained properly when placing the order and agreed to, they were also included in the package. *** all was made on or before the end of the guarantee to request return authorization, automatic payment processed as per terms. The account is no longer eligible for return or refund.
Regarding the call recording, due to an attachment limit and compliance laws, the call is edited of all personal information and only the disputed portion of the call is sent unless otherwise requested. If the customer would like to hear the entire call, we can email the full recording. This will be a large file and split into several parts, typically 10 or more emails would need to be sent. The customer may contact Customer Service directly if they'd like to request a full recording.

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.

 

Business Response: Unfortunately, the warranty has expired on your account. To be considered for a return through our appeals department, please visit our appeals website at support.thetotaltransformation.com.  You will be asked to provide your Order ID which is *******.  Fill in all boxes on the page.  The question type would be "appeal" and then enter a reason for return and submit.  Please allow 24-48 business hours to hear a reply

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a 70 year old grandmother with 15 grandkids. I requested to try the program based on the Radio offer by Dr. *****. The company stressed that the trial of the product was free except for shipping. I was duped! I was subsequently charged $327 for a FREE TRIAL. This is gross false advertising that is deceiving consumers and the elderly as myself. Had i known these charges would occur i would have never tried the program. I live on a fixed income and cannot afford to pay Discover credit card company back for these charges that were processed.

Desired Settlement: Full refund of $327.

Business Response: According to our records, the order placed on 3/16/11 included the Total Transformtion Feedback Survey, Total Focus Program, and access to the Support Service. The cost of the Total Transformation Program is three payments of $109.00 each. The feedbck survey offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. Any amount paid is eligible for a refund as long as a complete survey is returned within the allotted time period. The survey was recieved both incomplete and outside of the allotted period and therefore the account was not eligible for a refund.
The cost of the Total Focus program is $109.00. The Support Service is $1.oo for the first 30 days and $49.00 a month thereafter until cancelled.
The Support service was cancelled per request on 10/4/11.
Return authorization was denied 11/9/11, 11/17/11, and 1/1912. Total Focus was received and refused back to the customer by our warehouse on 12/30/11.
All terms for billing and offers are included in the package. Customer did not request return authorization within guarantee period or comply with the Feedback Survey terms, no refund is due.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Facts: We ordered Total Transformation online in February 2011. Legacy Publishing auto-debited $129 in February, $109 in March, $109 and $129 in April in addition to auto-debiting $49 per month from March 2011 through November 2011 when we realized that we were being had. COMPLAINT In February 2011, I ordered a program called Total Transformation online desperate for help as I have four kids with special needs. I agreed to return the survey within 90 days to avoid a charge of $327. The Total Transformation website said it would take 30 minutes to fill out the survey. However, I found the survey way more complicated than explained on the Total Transformation website. Since then my child has been hospitalized three times and in residential treatment. We also have a mentally retarded daughter. I called Legacy Publishing and explained all this to them and asked if it would be possible to make an exception and extend the time for the survey since we never used the program but they denied the request. Desired settlement Refund half of purchase or allow us to complete the survey for full refund Secondly, the website said for one dollar you can get parental support then in finer print which is difficult to see it says something about charging your card monthly for $49 per month. Given everything going on with our kids and working two jobs each, we overlooked the charges for the last year thinking they were for advertising for our business. We didn't know that Legacy Publishing was the vendor name for the Total Transformation program. We never used the parental support line. I also never received a confirmation e-mail stating that I had signed up for this or any e-mails reminding me of this ongoing support. It seems deceptive that there would be no follow through telling us about the service or more about it. Had we not discovered the auto-debits, they would have continued forever. We have talked to Legacy Publishing customer service and put an appeal in and quickly agreed to credit back 3 months ($147) for parental support A total of nine months was auto-debited to our credit card. Thus, we are requesting a refund of an additional six (6) months or $294. Desired settlement: I had no idea that this service would continue to be charged every month. There was no follow up I am asking for a full refund. Third issue: In addition to the Total Transformation, there was an additional program for ADHD. Said program was identified as a free offer at the time. In April 2011 a $129 charge was made for the program on my credit card. I do not recollect any information on the Total Transformation website articulating that said program had to be returned. It was indicated as a special offer for a limited time. If the website said something about requiring a return, it must have been hidden. I was shocked to find out that I was charged the full amount of $129. I never used this and don't believe I should have to pay for this program. I am also happy to return the product. We filed an appeal with Legacy Publishing but it was denied Desired settlement: Full refund of $129 Based on the number of complaints about the Total Transformation Program billing practices we discovered online in addition to the Legacy Publishing staff’s quick agreement to credit back three months of the parental support monthly charges in an effort to mollify yet another customer who challenges its advertising and billing practices, supports the fact that this program is deceptive and prays on individuals who are desperate to try to manage out of control children in a time of stress. In other words, there is no doubt that the Total Transformation website and billing practices are misleading and border on fraud.

Desired Settlement: Based on the explanation of the problem above, a refund of $294 for the "parental support" line $49 payments which were charged to our charge card for six months, a refund of $129 for the ADHD program and an opportunity to complete the survey and obtain a full $327 refund or a refund of $163.50 (one half of $327) which was the purchase price of the Total Transformation Program.

Business Response: According to our records, the order was placed on 2/11/11 and included the Total Transformation Program--Feedback Survey, Total Focus Program and access to the Support Service. The terms of each of the programs as well as the Support Service is explained when placing the order as well as included in the package. The Total Transformation is three payments of $109.00 each. The Feedback Survey offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. No survey has been recieved linked to this account and the account is no longer eligible for a refund.
The Total Focus program is one payment of $129.00 billing approximately 90 days from the date of purchase. The customer did not contact to request return authorization (as stated in the terms) prior to the end of the guarantee period (60 days from the date of delivery), the payment processed as per terms. The guarantee has expired and the program is not eligible for return or refund.
The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. This is explained when placing the order and is also explained in a full page letter included in the package. The service was cancelled 12/2/11 per the customer's request. At that time, as a courtesy a refund of $98.00 was initiated. The customer requested additional refunds on this day while speaking with a Supervisor, at that time an exception was made and an additional $49.00 refund was initiated. On 12/8/11, our Appeals Department made an additional exception and initiated another $98.00 refund. These charges are based on unlimited access and are not based on usage. They are non-refundable and no additional refund will be given.

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 # ********

[If you are rejecting the business's response please enter your rejection comments here.]    When I ordered the Total Transformation product,  I was struggling with an out of control daughter who was creating unimaginable stress in our family.   I additionally ordered the product because I am a Clinical Social Worker with a professional corporation (PC) and believed some of the information might be helpful to me as a therapist.  Therefore, it was billed through my PC, not my personal account.  I accept that I am responsible for the full price of the Total Transformation product as I did order it and did not return the survey within the requisite time period.  I do not accept the misleading wording of the other items which I purportedly ordered.  My business attorney and CPA flagged Legacy Publishing's monthly billing to me in November, 2011.  Otherwise, it would have been cancelled and challenged months earlier. 




Regards,

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

 




Business Response: The Support Service is $1.00 for the first 30 days and $49.00 a month thereafter until cancelled. These terms are explained when placing the order and are also included in a full page letter in the package. We send an order confirmation email and tracking information to our Customers. We do not send emails regarding on going charges and do not state anywhere that we do. Refunds totalling $245.00 for this service have been given to the Cusotmer as a courtesy. No additional refund is due as the service is based on acces and not usage.
The Feedback Survey takes approximately 30 minutes per lesson. We are looking for feedback, good or bad, regarding using the program. According to our records, no survey was recieved within the allotted time period and therefore the account is no longer eligible for a refund. the terms of this offer were also explained when placing the order and included in the package.
Additionally, the additional program, Total Focus, was included in the order per the customer request. No request to return this program was made during the guarantee period(again, explained when placing the order and included in the package) and therefore no refund is due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the Total Transformation program, completed the survey, and was issued a refund. Then, I noticed that charges continued to be made against my account. They said that this was for a support system I had never used, at $49/month. By the time I was able to catch this and get them to discontinue the charges, 4 such charges had been made. I remember being told the support system was available for $1/month... I had no idea that this price increased to $49/month, and that the customer has to shut it down! This is my problem with this company: they do not make their program charges clear, and prey upon the weaknesses of their customers, in this case a faulty memory, or lack of understanding to begin with. If you read the reviews, everyone seems to benefit from the actual product: the program. What problems are documented are ones in which the company attempts to benefit from taking advantage of the weaknesses of their customer base. Why can't they just make their money on the good they provide with their product? In my case, I have six children and take in foster children, as well. I am only trying to become the best parent I can be. A company that purportedly sympathizes with the stress inherent in these kinds of parenting environments should realize that they need to make the parameters of their automatic add-ons (in this case the support program) CRYSTAL CLEAR, and not try to get away with sneaking something by their customers.

Desired Settlement: I was told that the company would look into my request for a refund about a month ago... I have never heard from them again. I would like my four payments of $49 to be refunded.

Business Response:

Our Quality Assurance Department reviewed the original sales call. They have found that the support service terms were not explained properly and agreed to on 6/16/11. As a result, a refund of $196.00 was initiated on 1/10/12. Please allow 3 to 5 business days for the credit to post to the account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #********
Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought some items from ***** ************** online and brought some extra items after aggressive marketing, with the assurance that items could be returned. When I called to obtain"authorization" to return items I hadnt even opened I was unable to reach anyone on the customer service line and messages were not returned at all. Emails were not returned until a week later. In the return emails the company stated they had no record of my account but they charged my credit card any way. They would not talk to me or my credit card company and said if I did not pay the balance I would be sent to a collection agency. After I protested this, I looked for some online reviews and apparently this is not an uncommon experience.

Business Response: A Voicemail was left from the Customer on 10/14/11 where the Customer requested a call back.  Due to call volume, the call was not returned in a timely fashion. Bank representative contacted Customer Service on 11/8/11 but was unable to verify information on account and therefore as per policy, the billing on the account was not discussed. A letter along with a money order in the amount of $109 was received at our warehouse in ********* postmarked 11/29/11. Our Customer Service Manager attempted to contact the Customer in regards to the letter and money order received on four separate occasions. A message was left for the customer requesting a call back on 12/5/11, and twice on 12/9/11. On 12/12/11, the Customer Service Manager succeeded in contacting customer.  In an attempt to apologize for the customer not receiving a call back and to discuss further options regarding returning the ***** ***** Program, the customer was unwilling to hear and/or cooperate or discuss a resolution for the account.  The customer then disconnected the call.
We still have the money order in the amount of $109 that we are willing to send back to the customer in exchange for The ***** ***** Program.

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 # *******.

Please see the attached document which is a copy of all the emails I have had with Legacy Publishing.
My biggest concern is the misuse of my credit card information.
My second is that I was not given the option of returning this item , and the only reason I was given the option now is because I have made a complaint to you.
My third concern is that it appears, from online comments, that this company has a pattern of doing this (aggressive marketing with a promise of being able to return items yet when people try to make returns they cant get authorisation and their credit cards are charged , or they are threatened with collection if they dont pay) .
The only time I received a call from Customer Service is AFTER I told them I would be making a complaint to Better Business Bureau.
As far I am now concerned ,NOW  I will not be sending back the item I wanted to return  because I have paid for it in full by check and I am not spending any more time on this .Regards,

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

 

 

Business Response: We apologize for any inconvience, confusion, or frustration caused by the experiance had. We are still in possession of the check that was sent to our corporate address. We are willing to mail the check back to the customer in exchange for return of the program. If this is an option that the customer would like to accept, please contact Customer Service at *************** Monday through Friday,  8:30am to 5:00pm EST.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This product is of no value to me therefore not worth what they want me to pay for it. I have tried calling them, they said they would not accept a return. I tried returning the merchandise but they sent it back

Desired Settlement: I do not want to pay for this. I can't afford it especially since it did not help as promised.

Business Response:

According to our records, this order was placed on a delayed payment plan. This program carried a standard 30 day guarantee period, that began the date of delivery. To recieve return authorization for a program a customer is required to contact Customer Service on or before the 30th day of the guarantee. The customer did not contact within the guarantee period to request return authorization, automatic billing began as per terms. Terms are explained when placing the order and included in the package. The customer was denied return authorization 11/22/11 due to being outside of the guarantee period. The package was recieved and refused by our warehouse on 12/29/11. Our warehouse does not accept packages that are returned without prior authorization.
The guarantee on this account has expired and the account is not eligible for return or refund.

Consumer Response: The product is unusable to me.  I cannot have this money stolen from me.  I called requesting to reject the package before I even received it, but the woman told me to try it out anyway.  I called the 2nd time 1 or 2 days late and this company is insisting on stealing money from me for an unusable product.  I cannot accept their response.

 

 

Business Response: Due to the age of the account we are unable to accept a return on this account. The terms of the guarantee are explained when placing the order and included in the package. There is one remaining payment of $109.00 on the account. This payment is scheduled to bill on 1/19/12. If you would like to change this date, please contact Customer Service at 1-800-460-2235, Monday through Friday, 8:30am to 5:00pm EST.

Consumer Response:

I have been complaining  and requested a return before they ever charged me in the first place.  Now they are saying it is too old?  What kind of game are they playing.  I have refused the 2 payments on my credit card.  I will not pay for this unusable item!


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I specifically asked the representative if their product would help my daughter who has a traumatic brain injury as a result of being a shaken baby. The representative told me it would. After receiving the product I realized that the information was not applicable. After discussing this with my daughter's doctor I realized that I had been scammed. The product/transformation system cannot correct behaviors resulting from a traumatic brain injury. I made numerous attempts to contact the company via email and the phone but was never able to get a response until several months later. I have asked two representatives to address my specific complaint that I was lied to by the representative. He provided misleading information and falsely stated the product's uses. The company has only replied by telling me that about the conditions that I bought the product under (specifically by getting the product for free if I did the survey and by returning within 30 days). I tried to return the product but was unable since they don't respond to all email or don't answer their phones. The representative that I finally got a hold of told me that the product would not be appropriate for a brain injury and that if I was told that I would be given my money back. Since that conversation I have not been able to get anyone to address my specific complaint about the misrepresentation.

Desired Settlement: I would like a full-refund.

Business Response: According to our Quality Assurance Department, upon review of the original 10/14/11 sales call, the representative advised the customer that some of the techniques could be useful in the program and also discussed the age appropriateness of the program with the child in question. The customer was also given return instructions on 12/22/11 for the Total Focus Program. If the customer would like to discuss the return of the Total Transformation Program, she may respond directly to the Appeals Department.

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 # *******.
My response to Legacy’s answer:


 

They are continuing to not address the fact that they told
me it would help a child with a brain injury/shaken baby when that was clearly a lie and
major misrepresentation.

 

I tried on numerous occasions to contact customer service
via email and the telephone. I have been on hold on numerous occasions for
periods of a half an hour or more and never had my call answered. Additionally,
I sent several emails that I never got a response to.

 

Also, the customer service rep that I spoke with told me I
would get my money back if I was told it would help a child with a brain
injury. She said that was not true. So I want my money back.

 

Regarding the child’s age response. My daughter is going to
be 5 soon so that is not an issue.

 

I am tired of them making me jump through a bunch of hoops
to get them to address my chief complaint. It is obvious that they are
providing these ridiculous barriers to try to get me to go away.

 

Even if they do not provide a solution to my problem through
the BBB please assure them that I will not go away. I will pursue this until I
get my money back.

 

 

Regards,


**** ******


 

 

Business Response: We have escalated your concern with Appeals Department. 
The Appeals department has decided to make an exception to your
account beyond the original offer that was agreed upon.  You have the
choice of one of two options below.
The first option is, per the Feedback Offer agreement that was
originally agreed to when the order was placed, to allow you to complete and
return the Feedback Survey that was included in the package for a full refund
of the product price. You would have until 1/21/12 to complete and return the
Feedback Survey.  Please note: Incomplete surveys are not eligible for a
refund.  As a courtesy, we would also hold the remaining payment on the
account until after your 90 days.  If your Feedback Survey is not
completed and postmarked on or before 1/21/12, your final charge of $119.00 for the Total Transformation Program would
process on 2/11/12
The second option, if you would prefer, would be to return the
program less and $50.00 restocking fee.  Typically, a return is not an
option with this offer so this is where the exception has been made.
Please contact Customer Service at **************, Monday through Friday, 8:30am to 5:00pm EST to advise us of the option you prefer.

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 # *******.

Again, they are not addressing my complaint that I was mislead. They told me that it would help a shaken baby with a traumatic brain injury. They lied to me. The customer service service person told me that I would be refunded if that is what I was told because it was inaccurate. So, she lied to me also. 

It is becoming more and more obvious that this company is completely fraudulent. 
I am not going to pay a restocking fee for being mislead. I want my money back and this account cancelled. 

Regards,


**** ******


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/3/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My circumstances have changed. I will not be caregiving my grandchildren any more. I do not need the program. I have not used the program. 30 days have passed since I received the program. However, I want a full refund of the amount that has been charged to my credit/debit card.When I telephoned Legacy Publishing, I was informed that I had to go online and file an appeal in order to get an authorization from Total Transformation to return the unused program. If I did not get this sticker, Legacy Publishing would return the package to me. I was not able to find a section entitled "Appeal."The TV commercial states you can received the program "free." Call for details. When you call, you are informed in a deceiving way. The representatives are very aggressive and try to sell more products. When they get your debit/credit number, it is carte blanche usage. You are stuck. If you have change of circmumstances as I did, you are made to jump through hoops to try and get your refund.

Desired Settlement: The first payment was taken from my debit/credit card. I want an authorization from The Total Transformation company to return the unused program. Also, I am hereby notifying that LEGACY PUBLSIHING STOP USING MY DEBIT/CREDIT CARD.

Business Response: According to our records, this order was placed on 8/21/11 on the Feedback Survey offer. The Feedback Survey offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. During the 90 day period, 3 payments of $119.00 each process as payment for the program. Any amount paid toward the program, less shipping and handling, is eligible for refund as long as a completed survey is returned within the allotted time period. The terms of this offer were explained when placing the order as well as in the package.
We are willing to offer a return of the product less a $25.00 restocking fee. The information regarding this offer has been emailed to the customer.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #********

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/1/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In June 2011, I oredered the ***** ************** program and agreed to return a survey within 90 days to avoid a $327.00 charge. I was charged $109.00 in July but I called Legacy and was told this was made in error. The survey was accepted as completed in September and my July charge was refunded. My complaint is not about that program. When I received what I had ordered, a second program called ***** ***** was included. Written in fine print on my $20.00 billing receipt was a strange billing arrangement that I did not notice until this week. They wanted the ***** ***** returned within 60 days or else they would bill me $109.00 in 120 days. I never ordered the ***** ***** so I did nothing with those materials and I still have them, unused. I believed our business transaction was concluded in September. On October 14, 2011, a $109.00 charge was made to my credit card which posted October 17, 2011. Yesterday I figured out for the first time that they wanted to charge me for ***** *****. I called Legacy Publishing on October 18, 2011 and demanded a refund. They agreed to do an internal appeal process which will involve checking the recording of my June phone call. They are more than welcome to do this. I do not remember any mention of the ***** ***** and am positive the 60/120day billing plan was never discussed. Sending me something I did not order does not create any duty upon me to do anything. The unsolicited ***** ***** materials can be returned in pristine condition as soon as they give me a return authorization number. I have also sent a letter dated October 18, 2011 describing this situation to Legacy publishing. I have asked my credit card bank to mark the $109.00 as in dispute. They informed me that the charge is based on a subscription for which I must get proof of cancellation. I called Legacy back and they agreed this was not a subscription plan. They also agreed to send me a letter stating I have no subscription with them which should prevent any future mistaken charges to my account.

Desired Settlement: Legacy Publishing engaged in a deceptive marketing technique. They have no legal right to this $109.00 and I also object to a $50.00 restocking fee (which I noticed they have tried with other consumers). I want a transcript of my June phone conversation, a return authorization number, and (ultimately) for them to send a $109.00 credit back to my credit card.

Business Response:

 

We apologize for any misunderstanding regarding the additional purchase included in the 6/8/11 order. According to our records, the order included the ***** ************** *******--Feedback Survey and the ***** ***** *******. At this time, a request has been submitted to the ******* ********* *********t to review the 6/8/11 sales call to determine if the billing terms were explained properly and agreed to for the ***** ***** *******. Please allow 5 to 7 business days for the results of this review to be posted to the account and emailed.
Additionally, it appears an Appeal to request return of the ***** ***** ******* was submitted and responded to on 10/20/11. Please respond to that email directly regarding any questions you may have with their offer.
The account is paid in full at this time. Again, we apologize for any inconvenience or confusion.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to order the ***** ************** program on May 19, 2011. I, like so many others on here that I wish I had read about first, ordered it so that I could get it free by doing the survey. I personally don't know of anyone who, in their right mind, would voluntarily spend $327 for a set of 8 CDs. My first complaint is the way they minimize the amount of work the survey is. My second is the way I was pushed into 'trying out' the ***** ***** program, even after I told the lady that I didn't want it (and I know that was recorded). I knew, and understood that I needed to return the survey by August 25th so that I would get the refund, but I told myself to return it by August 15th so I wouldn't be late. No where in the instructions did it say that I had to get a return authorization number. I worked very hard on the program and the survey. And I returned it, at my expense, on August 15th. And I waited a month for my refund. I tried to call numerous times, each time waiting forever for someone to answer, and when no one did, the kind lady asking you to wait for the next available representative told me of an email address for ****** **********. So on September 9th I sent an email asking when I would receive my refund. No answer still to this date. When I called, and finally got through to a person, I spoke to *****, and I was told that my survey was not received, and that it was no where on anybody's desk waiting to be processed. As I waited over the next few days, I sent another email (on September 19th) to them advising that if I did not hear anything back with 5 days, I would file a complaint on Better Business Bureau. I called back the same week or so, and spoke to ***** again, and this time remembered to ask if they had received the ***** ***** program back from me. That was when I was informed about the 60 day return policy, which is very confusing, when all I knew about was a 90 day return policy. Anyway, this time she told me that they had received the ***** ***** program back from me, but that I had returned it too late to receive the refund. I specifically said "If you received the ***** ***** program back from me, then you received my survey, because I mailed them at the same time!" (in the same package). I was very frustrated by this point, and asked to speak to her manager. Amanda got on the phone and told me how to file an appeal program online, which I did. And my complaint about that is one that I know nobody will do anything about - they'll refund $89, but keep $20 as a 'restocking fee'. $20 to put it back on the shelf? I never even opened the shrinkwrap. To any one reading this later, be warned: the Legacy Publishing Company will nickel and dime you wherever they can. Anyway, Amanda did not help me whatsoever about my refund for the ***** Transformation. I addressed it in the appeal also, and also sent a copy of each of the above-referenced emails, but it was not responded too. She did tell me that the warehouse that received the ***** ***** program would have been the ones to receive it, and they may or may not have sent it to them, and that she could send some sort of request to them to look for it. I SENT IT ALL TO THE ADDRESS THAT WAS PROVIDED TO ME IN THE PAPERWORK THAT LEGACY PUBLISHING SENT TO ME. I have not heard anything back, by email or phone call, or even a singing telegram. In addition, everything they send to you is confusing (except the survey, that was very detailed). Even as I write this complaint, I see 3 different order numbers on the invoice, and 2 different addresses for Legacy Publishing Company.

Desired Settlement: To have the full refund of $327 for the Total Transformation program that I completed the survey for and followed the instructions for as they were given to me. It would also be nice to hear of Legacy Publishing Company reviewing some of their business practices and challenging their own ethics. Would any of them like to be treated this way?

Business Response: Per the BBB complaint filed and responded to on 9/27/11, the customer was refunded in the amount of $436.00. This could have taken up to 7 business days to post to the account.

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 did receive the refund in full.  Thank you! 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/30/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to order the Total Transformation program on May 19, 2011. I, like so many others on here that I wish I had read about first, ordered it so that I could get it free by doing the survey. I personally don't know of anyone who, in their right mind, would voluntarily spend $327 for a set of 8 CDs. My first complaint is the way they minimize the amount of work the survey is. My second is the way I was pushed into 'trying out' the Total Focus program, even after I told the lady that I didn't want it (and I know that was recorded). I knew, and understood that I needed to return the survey by August 25th so that I would get the refund, but I told myself to return it by August 15th so I wouldn't be late. No where in the instructions did it say that I had to get a return authorization number. I worked very hard on the program and the survey. And I returned it, at my expense, on August 15th. And I waited a month for my refund. I tried to call numerous times, each time waiting forever for someone to answer, and when no one did, the kind lady asking you to wait for the next available representative told me of an email address for Legacy Publishing. So on September 9th I sent an email asking when I would receive my refund. No answer still to this date. When I called, and finally got through to a person, I spoke to *****, and I was told that my survey was not received, and that it was no where on anybody's desk waiting to be processed. As I waited over the next few days, I sent another email (on September 19th) to them advising that if I did not hear anything back with 5 days, I would file a complaint on Better Business Bureau. I called back the same week or so, and spoke to ***** again, and this time remembered to ask if they had received the Total Focus program back from me. That was when I was informed about the 60 day return policy, which is very confusing, when all I knew about was a 90 day return policy. Anyway, this time she told me that they had received the Total Focus program back from me, but that I had returned it too late to receive the refund. I specifically said "If you received the Total Focus program back from me, then you received my survey, because I mailed them at the same time!" (in the same package). I was very frustrated by this point, and asked to speak to her manager. ****** got on the phone and told me how to file an appeal program online, which I did. And my complaint about that is one that I know nobody will do anything about - they'll refund $89, but keep $20 as a 'restocking fee'. $20 to put it back on the shelf? I never even opened the shrinkwrap. To any one reading this later, be warned: the Legacy Publishing Company will nickel and dime you wherever they can. Anyway, ****** did not help me whatsoever about my refund for the Total Transformation. I addressed it in the appeal also, and also sent a copy of each of the above-referenced emails, but it was not responded too. She did tell me that the warehouse that received the Total Focus program would have been the ones to receive it, and they may or may not have sent it to them, and that she could send some sort of request to them to look for it. I SENT IT ALL TO THE ADDRESS THAT WAS PROVIDED TO ME IN THE PAPERWORK THAT LEGACY PUBLISHING SENT TO ME. I have not heard anything back, by email or phone call, or even a singing telegram.

Desired Settlement: To have the full refund of $327 for the Total Transformation program that I completed the survey for and followed the instructions for as they were given to me. It would also be nice to hear of Legacy Publishing Company reviewing some of their business practices and challenging their own ethics. Would any of them like to be treated this way?

Business Response: A refund of $327.00 for the Total Transformation Program has been initiated as well as a refund of $109.00 for the returned Total Focus Program. Please allow 3 to 5 business days for the credit to post to the account.

Consumer Response: Better Business Bureau:

I have a hard time understanding how a business can have an A+ rating when there are so many complaints about them.  It seems that the only way to get them to follow through on their promise is to file complaints with the BBB. 

Having said that, I have checked my bank account and have received my refund within the 3-5 that they promised. 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 #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/28/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the total transformation from there company. They did not give me a price on how much it was. They did not clearly tell me I had to get them a report by a certain deadline or I would'nt get the product for free. Just recently they had a ad on the radio saying it would only cost 300.00. They took out of my checking $456.00. They dont tell you that you are being charged $49.00 a month for support by phone if you need. So they were also deducting $49.00 a month for that and I didnt use it totaling $96.00. When I called them to ask about the refund they did give back one month of $49.00. I feel they charged me too much according to the paper work that I found. According to there paperwork it should of been $357.00 for the product if I didnt get the survey done .

Desired Settlement: I would like to get back the $99.00 that I was over charged for the product and the $147.00 that I was charged for the support line I never used.

Business Response: We apologize for any confusion or misunderstanding. The additional monthly charges at $49.00 each were for unlimited access to the Parental Support Service. The service was cancelled per request on 8/8/11. We have issued a refund of $98.00 today, 9/20/11. Please allow 3 to 5 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 #*******.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/28/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called Legacy Publishing three weeks ago to inquire about a "free" product and after they had sold me on the product they tell me it will cost me $100 + $19+ $19 to be charged to my credit card. After I would fill out the survey they would credit my acct back the $100 if I filled out the survey in their required time. I didn't feel right using my credit card because my husband and I vowed to not use it except for emergencies and I had not okayed it with him. Two hours after I completed the order, I called back the very same day to cancel the order because I had changed my mind, and couldn't get a representative so I filled out an email and sent it to the support group. I received an confirm email that they would forward my email to the proper department. I also called my credit card company and no charges had been made by them yet so they put a flag on my acct if they tried to charge my acct. I never heard back from anyone to this date. A few days after I sent the email, I received a shipping confirmation from Legacy Publishing that I should receive the product on Sept 1st. I called and spoke to a representative that said I had to wait until I received the product before I could get a return authorization number. When it came in the mail UPS it was refused by a member of my household and sent back to Legacy Publishing with no authorization number. I have tried reaching them to settle this, but I get put on hold, so again I sent an email on Sept 8th and have not heard from them.

Desired Settlement: I wish to have this settled quickly and that no other charges appear on my credit card from this company and I am refunded the full amount because I did send the email and a confirmation email on the same day this order was placed. I think they bait you and then they tell you there is a charge after they say it is free. This is misrepresentation of the truth and I think this is a scam. I just want this settled now please.

Business Response: We apologize for any inconvienience. A refund of $119.00 was initiated to the card on file per reciept of the returned item on 9/13/11. Additionally, we have issued a refund of $19.00 for the shipping and handling today, 9/28/11. Please allow 3 to 5 business days for the credit to post to the account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #********

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/28/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I saw the advertisement on TV & placed the order back in April. The total amount that I agreed to pay was $128 which included shipping. I still have the email confirmation from CEO ****** ******** stated that the complete order total is $128. On the email confirmation receipt didn't say any further charges would be imposed. When I placed the order, the TV commercial indicated that if customer returned the survey, they would get the refund of the purchase. But there was never came up with the additional charges. I skipped my mind to even get on the survey because I was thinking to pay for $128 & that's it. I was out of the country for awhile. The package was never opened. But later I found out on the statement of my credit card show up additional charges from them. I requested a dispute but my credit card already paid for the 2nd payment. I was so upset & called customer service complaining the whole situation. But they were not listening. At that time they had stated I should have sent back the survey for the refund. They used the survey as an excuse to cover the scam. The point is not the survey. The whole point is the total amount of the order. Customer supposed to know the total purchase price at the time of purchase. Not until they get the merchandise. They claimed they had the invoice with the total amount stated on it. As a matter of fact the package was never opened.

Desired Settlement: I just want to pay for $128 which I did in April. I am not going to pay for additional charges. They need to reimburst my credit card company for the 2nd payment that they sent to them by mistake.

Business Response: According to our records, the order placed on 4/19/11 included the Total Transformation and Total Focus Programs. The cost of the Total Transformation Program is 3 payments of $109.00 each. The cost of the Total Focus Program is one payment of $129.00. Per no request was made to return either item within thier respective guarantee times, billing continued as per terms explained when placing the order and included in the pacakge.
Per the confusion caused by the order confirmation and as a courtesy,we will refund the amounts that were in addition to the $128.00 initial charge. We have refunded the $129.00 charge for the Total Focus program as well as the additional charge of $109.00 for the Total Transformation Program, today, 9/28/11. Please allow 3 to 5 business days for the credit to post to the account.
Please note, the third payment of $109.00 for the Total transformation was Submitted to an Outside Collections agency due to non-payment on 9/9/11. This amount will be removed from outside collections.

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 #*******. The resolution will be the reimburstment of $129 & $109 will be removed from my credit card.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/27/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Legacy Publishing has charged my credit card $49 per month since February for a service I cancelled within the time required. They have no record of my call to cancel yet I have never used the service being paid for. They want a phone bill showing the customer service number of ###-###-####. Yet this was not the number used to order the produced. I called ###-###-#### to order the product and they also list another number of ###-###-####. I don't know which number I called I just know I did. I cannot call every single 800 number on my phone bill trying to correct their error. This type of confusion with who and when to call I guess can cause errors and loss of information. I was told by the sales person when purchasing the product that the service line came with it. I couldn't have the product unless I agreed to the service line that I would have to cancel later. This is just wrong. Especially when you can't cancel. Then the conformation email that I received said I had the option of signing up for this service which I was lead to believe that I couldn't say no to. Ok... so am I signed up or not? (See copy of Confirmation email below) Dear *******, This is just a quick note to let you know we have processed your order: Order # *******, for Total Transformation. (Please note: If you paid by credit card, the charge will appear on your statement as Legacy Publishing.) Your package shipped via *** on 01/13/2011, and your tracking number is *****************7. Click here to track delivery of your package at the *** website. It will be delivered to the following address: ******* ******** *** ***** ** ** ********* ** ***** Remember, you don't need to do this all alone. For just $1.00, you can sign up for the Parental Support Line and get one month of unlimited access to trained specialists who’ll provide guidance and support every step of the way. Click here to join the Parental Support Line. Want more information? Visit us online 24/7 at *****************************************. Click on our Questions link to see Frequently Asked Questions or send us a message! Thanks again for your order. ***** Goode Customer Service Legacy Publishing Company

Desired Settlement: I purchased the product for over $300 which I agreed to, but I never intended to use the service line in which I have been charge in addition to the purchase price $49 per month since February. I didn't want it in the first place but was forced to sign up and cancel later. I have never used this so I want all the charges for this service returned.

Business Response: We have no record of a request to cancel the service on file. The service was cancelled per request on 9/23/11. At that time, a refund of $98.00 was initiated to the card on file. We have issued a refund for the remaining charges today. This refund is in the amount of $245.00. Please allow 3 to 5 business days for the credit to post to the account.

Consumer Response: Wow, thank you so much. I will look for the refunds on my card.  Please make sure that the auto charge of $49 is canceled.  I spoke with a **** #**** and he said that it was. I just want to make sure.


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 #*******.

thanks again,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/22/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Please be advised that on yesterday, September 6, 2011, I received a notice via email stating that your company would be refunding me $50. I have paid a total of $128 plus an additional $20 for what was called a re-stock fee. I was told by Kathy that I would have to pay another $50 for some purpose that was not explained to me. I have never seen any notification from your company about why I had to pay the $50. I should have been receiving $78 from your company and not $50. Also I would like to know what the additional $50 covers. I am out of $148 and have received nothing back from your company as yet. I have notified the BBB because I am so upset about the way that I have been treated.

Desired Settlement: I know that you are probably very busy, but I need your help in this and I cannot afford to lose all of my money this way. I have gotten a lot of confusing messages from your employees there and I really would appreciate getting some satisfaction in this matter. please see all of the attached. Also please contact me at any time if you have any questions or if you need any additional information. I will be awaiting your immediate response. I have paid a total of $148 and have been trying to get a refund for more than two months to no avail

Business Response: A refund of $50.00 was initiated on 9/6/11 and per conversation with customer on 9/13/11, this matter is resolved.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #*******.

 

Regards,

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/4/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the ***** ************** ******* under a promotion where I made 3 monthly payments and when I returned the survey, I would receive a full refund. I mailed the survey June 22,2010. The company denies ever receiving the survey.

Desired Settlement: I would like them to honor the refund agreement.

Business Response: The Feedback Survey offer features a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. During the 90 day period, 3 payments of $109.00 each bill as payment for the program. Any amount paid (less shipping and handling) is eligible for refund as long as a complete survey is received within the allotted time period.
The Feedback Survey linked to this account was received complete, postmarked on 8/9/11. Unfortunately, the last day a survey could be postmarked and eligible for a refund was 8/2/11. If there is proof available showing the survey was mailed on or before 8/2/11, a refund of $218.00 will be initiated. Without such proof, no refund is due.
Additionally, due to non-payment for both the programs purchased on 4/25/11, the remaining balance on the account of $218.00 was submitted to an outside collections agency on 8/17/11. If the proof is provided regarding the feedback survey, $109.00 will be removed from outside collections. The remaining $109.00 would still be the customers responsibility for the second program.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: There is no email for this company, in order to file this complaint I had to guess one but here is the story and false advertisement which is being broadcast on ***** *******. The advertisement ran this morning, it said the program is absolutely free. All you need to do is take a survey when you are finished. When you call for the FREE offer, the operator will ask questions about the children and go on an on....then she will say she needs you to pay for it. I said there is no mention of paying for the program on the television and this is false advertising. All the facts are not represented to the public and by doing so you get people to call for the free program and then sweetly candy coat the deal and ask for money. The program is free or it isn't free! I was willing to do a survey but the company is not willing to send the program unless I give them money!

Desired Settlement: I watched the program and it clearly states the Total Transformation Program is free and all I need to do is take the survey. Make them do what they say on the advertisement, send me the Total Transformation Program Free of Charge and I will do the survey. Don't ask me to pay for it and then they will send it and reimburse me. Truth in advertising is essential and highly regarded as my constitutional right. Make this company change the way they do business. They want money and never state this in their ads. I want the FREE Program, I will do the survey.

Business Response:

We currently have a promotion in which the Total Transformation Program is sold with a Feedback Survey. The Feedback Survey promotion allows a full product price refund in exchange for a complete survey returned within 90 days from the date of delivery. Any amount paid toward the program (less shipping & handling) is elgible for a refund as long as a survey is returned within the alotted time period. If you have any questions, you are welcome to consult our website ********************************** or contact customer service directly via phone at ###-###-####, Monday through Friday, 8:30am to 5:00pmEST or email at ***********************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered the Total Transformation from Legacy Publishing and immediately after ordering we had our credit card stolen. we reported the card stolen and received a replacement card. Legacy never fulfilled the order (i am assuming because they couldn't bill the card) and sent me an email bill anyway. they also had a representative call me and say that they needed to bill my card because i had received my order. i explained to them that the product never arrived and that i wasn't going to pay for a product i didn't receive. i received a number of calls over a period of time and each time i explained the same thing until i started to just not accept their calls. i then received a letter from a collections agency claiming that i owed twice the original amount that was invoiced (and i have the emailed invoice and other correspondence to show the invoice). i called the agency but only got voicemail many, many times. i also sent an email to legacy publishing customer service and told them that i was now going to begin documenting the interactions with them and asked for information regarding their double billing, whether or not they actually had confirmation of delivery since we never received the product, etc. i included a copy of that email below in parentheses. (i will be starting the documentation process for harassing collections and inappropriate collections if you do not stop now. i have never received your program and have told your representatives on many occasions when they have called the above number. i actually requested that the shipping charges be removed which has never occured, but i understood since the credit card in question was replaced. i have now received a letter for a collection group which does not return calls. i was asked for 2x the the amount that you origianlly billed so unless u can show that 1. we received the program from you and 2. that you legitimately have 2 orders from me and not a cancellation which you inappropriately billed again, i hope that you will cease your collections efforts. i have several emails which indicate which you have billed one amount and that the collections group you have employed is trying to collect double the amaount. this is of course inappropriate. i have a stellar credit rating and hope that you can accept your $20 shipping fee and understand that if we had received the program, we woud have been sending you the responses necessary to ensure that we got the program for free anyway. once again, we never received your program. we have tried on multiple occasions to tell the individuals who have called to ask for payment. we have asked for our $20 shipping fee to be refunded (which never occurred) the group you have trying to collect from us is inappropriately trying to collect double the amount originally billed. and i will be documenting evry correspondence with you from now on since your company has been tryiong to inappropriately collect money that is not owed and refuses to listen. by the way, there are multiple web pages which indicate that i am not the only one with this problem so you may want to look into your practices.) their response was to say that i never called them to tell them that the package arrived. What???! why would i call them to tell them that a package was delivered??! it appears that they processed the original order and then also processed a duplicate order when i tried to cancel the original order. that is the only way i can make sense of being billed 2x. i have excellent credit and have had zero billing issues with any other company that i can ever recall. It is amazing to me that a company that didn't deliver their product is trying to not only collect the invoiced amount but is trying to have double the amount collected. thanks, ***** ************

Desired Settlement: reduce my bill to zero. remove the collections and verify it to me.

Business Response:

According to our records, the order was placed via our website on 11/5/10. The order placed was for the Total Transformation Program Feedback Survey Offer. The cost of the Total Transformation Program is 3 payments of $109.00 each, plus any applicable sales tax. The terms of billing as well as the Survey offer are explained when placing the order as well as included in the pacakge.
We monitor and record all of our calls for Quality Assurance. We have searched the phone number on file (***** ********) for any calls that may not have been noted on the account, We have no record of call made to our company at any point. Is there another phone number the customer may have called from? We would be happy to search our records to find the call(s) in which the customer is speaking of.
At this time, our records show no call made to discuss non-reciept of the item or the method of payment. Our Recovery Department, upon decline of the payments attempting to be billed, contacted the customer a total of 5 times, leaving a message 4 of the 5 times with information to contact Customer Service to update the method of payment on file. One call to the customer was answered and promptly disconnected.
We also have no record of an additional account under the information given by the customer. If customer can provide a phone number they may have called from or the name of a representative they spoke to, we will research this further.

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 # 8656418.

[If you are rejecting the business's response please enter your rejection comments here.]

i have never made the call to your company until recently. i have always received calls and i think at the number above.  i didn't get an email saying there was a problem with the bill until a month later.  at that time since we didn't get the product and you weren't billing my card, we decided not to follow up any further.  your customer service people are now telling me that out of courtesy i should have called you to tell you that our order never arrived.  are you kidding? i didn't realize until today that our card had even been billed before it was lost or stolen and replaced.  we will now file a complaint to our credit card company as well.  

the bottom line is that you have a 30 day money back guarantee.  if we had sent in the responses to the program we would have received the program free of charge.  if we had the program, we would have either a.) used it and decided whether or not it was helpful int he first 30 days and if not i would have requested a full refund or b.) we would have used the program and sent you the results as requested and been provided the program for free according to your ads.  either way we would have got the program for free.  

now, since we have NEVER received the program, no matter what UPS says was delivered to the front porch, we should NOT have to pay. you already have $109 and $19 in shipping.  are you really greedy enough to have to have 2 additional payments for a product that i am telling you we NEVER received?!!


Regards,

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

 

Business Response: The customer has spoken with the Customer Service Manager and at this time, the account has been resolved. If there are any questions regarding the account, please contact customer service at **************, Monday through Friday, 8:30am to 5:00pm EST.

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 #8656418.

Regards,

Brian Lancenese

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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