Complaints

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

• Initial Complaint

  Date:02/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wellness Living has been taking money without authorization to do so from ******** ******* ****** (hereinafter referred to as "***"). I have requested a copy of the contract they claim I signed. They have not and will not provide. I signed no such contract.
  I have no communications (and have never had a business relationship) with Wellness Living since 2022.
  Yet Wellness Living has been charging me $178 monthly despite my not signing up for their services! I have requested a full refund; Wellness Living refused to do so and continues to refuse.
  My records indicate this has been happening since October 2024-March 2025 x $178/month = $1,068. *** is a small business and cannot afford to lose this money!
  
  ****** *** ******** emails wherein Wellness Living admits they "kickstarted the merchant application process in November 2022 and *** never went forward with the onboarding process." Despite clearly knowing that *** did not want their services, they began and kept taking money from *** from October 2024 through March 2025. *** ******** email chain wherein Wellness Living states: "...you went unresponsive during the merchant application process ... see if you’re still interested in moving forward with WellnessLiving and resuming the onboarding process now." Now being in March 2025 after *** notified her bank of the ********** transactions. *** incurred fees for overdraft charges; toll charges to NYC to provide legitimate payment to those whose checks bounced because Wellness Living took money they were not entitled to; in the amount of $200; for a total monetary damage of $1,268.

  Business Response

  Date: 06/05/2025

  Hi *******, 
  
  We are truly sorry to hear about your experience and the inconvenience you have
  faced. We appreciate your feedback and understand the frustration you have
  encountered. Your concerns
  are important to us, and we want to ensure that they are addressed properly. To
  assist you further, ******* who is a senior member from our customer success team will contact you
  directly.
  
  Thank you for bringing this to our attention, and we appreciate your patience
  as we work towards resolving this matter.
  
  Warm regards, 
  **** ** (Customer Advocate)

• Initial Complaint

  Date:21/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I have been dealing with Gordon since March 4th and still have received no resolution. He emailed me on 3/13 promising a resolution that day, to which I got none. I had to email him on 3/15 to follow up  and got no reply. ****** ********* 
  

  on 3/19 I contacted paragon payment solutions, the credit card processing company affiliated with wellness living and asked to cancel my merchant services account. They refused and said this had to be directed to them by Wellness living despite there being no contract with them. There is also no terms regarding merchant processing in my wellness living agreement. So I told paragon i would file legal action as necessary. This prompted them to email Wellness living and tell them off my call. Gordon responded to me based off paragons email on 3/20 **** *** ******** ******. No mention of the fact that he promised a response by 3/13. Nor a clear answer that he would get the merchant processing account closed to prevent me from getting charged any further from paragon. I had to press that issue further ** **** ** ****** ********. 
  

  on 3/22 I finally got a reply that he had directed paragon to close my merchant processing account and that they would be in touch with a form to complete that process. To date 3/25/24 I’ve received no contact from Paragon regarding account closure. Not any further updates from “Gordon” regarding the closing of my wellness living account due to their failures.  

  None of this is surprising as this has been my entire experience with wellness living. Constant passing of the buck and never getting any real answers about resolutions to problems.

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

  period be extended again. This time around my onboarding had been delayed further because the onboarding specialist once double booked herself and another time had internet issues and cancelled our call. More time and money out of my pocket!
  
  This time i was instead passed back to the onboarding specialist via email from her where she wanted to make sure I’d gotten videos she sent. (Essentially giving me homework to watch and execute) due to her rescheduling or cancelling two calls. She assured me we’d meet my new desired launch date of 1/1/24.
  
  Again in good faith I continued onboarding. January 1 came and went and as January went on multiple issues arose with data import issues. And system glitches. All documented via email.
  
  We didn’t go live until 1/31/24. At which point more issues arose.
  
  I’ve been requesting to cancel my account since mid February due to the atrocious experience and poor service I’ve received and have gotten nothing but vague emails delaying any real resolution.

  Business Response

  Date: 25/03/2024

  Hi ******, 
  
  We are truly sorry to hear about your experience and the inconvenience you have
  faced. We appreciate your feedback and understand the frustration you've
  encountered. Please know that this is not the level of service we aim to
  provide, and we genuinely apologize for any inconvenience caused. Your concerns
  are important to us, and we want to ensure that they are addressed properly. To
  assist you further, Gordon from our Customer Excellence team has contacted you
  directly.
  
  Your satisfaction is our top priority, and we are committed to making this
  right for you. 
  
  Thank you for bringing this to our attention, and we appreciate your patience
  as we work towards resolving this matter.
  
  Warm regards, 
  Greg G. (Customer Advocate)

  Business Response

  Date: 16/04/2024

  Hi ******,

  I hope this email finds you well.

  To assist you further, Gordon from our Customer Excellence team contacted you directly to confirm the refund of $127.64 (return of equipment) and cancel your account with no further charges, as per your desired settlement.

  Thank you once again for bringing this to our attention.

  Best regards,

  Greg G .(Customer Advocate)

   

  Customer Answer

  Date: 16/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The desired Settlement was stated prior to your company proceeding to charge me for two additional months of service while I awaited your response to my cancellation request from February for your companies failure to deliver on the service you sold me. 
  

  In addition those two monthly subscription charges included charges of $169/month for an add on service (which I never received anyways) and that I requested be ended in February. Your representative Laura Y.  assured me that the add on could be terminated at any time if it was not working for my business. Instead your company billed me for two months of your base service at $159/month and two months of the said add-on I asked it cancel @ $169 per month. 
  

  in addition in reviewing your service agreement there is in fact an early termination clause allowing me to cancel with a fee equal to the discount I was given. This would have been 4x the $60 discount I was given or a total of $240. Far less than the $658 you charged me during your stall tactics for services never rendered  

  All in all your company is a ***** who cares nothing about helping small businesses. You lure small businesses into signing a 1 paragraph agreement via your software, with a tiny url link to an extensive document laying out full terms. There was no clear presentation of the full terms nor an opportunity to read them as I was asked to sign the agreement while on a training call, in which I was supposed to get training. And the rep then made no mention of reading the additional terms either. Your business practices are ***** and ********** and I caution anyone from doing business with Wellness living  

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

  Business Response

  Date: 24/04/2024

  Hi ******,
  
  We appreciate your feedback and understand your concerns. We apologize for any inconvenience you may have experienced.
  
  As per your conversation with Matt from our Customer Excellence Team, the agreed amount of $338 has been refunded to your account (refer screenshot below for resolution agreement). This refund should reflect in your account shortly.

  ********** ** ********** ********* ****** ***************************************
  
  Furthermore, as part of the agreement, our merchant team has also processed a refund of $127.60 for the card swiper via **** as requested by you.
  
  We thank you again for bringing this to our attention and wish you all the best.
  
  Kind regards,

  Greg G. (Customer Advocate)