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:07/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7th I was charged $749 to begin the coaching program. I did not realize this contract was not something I could cancel at any time. They certainly never mentioned that during their consultation with me. I had one meeting with a coach then missed a 2nd coaching session with him, I'm assuming because of a miscommunication because what I had on my calendar was not what he had on his. Then I realized looking through all the training on Revii, it wasn't anything I couldn't get for free from other *********** there was nothing special about it. In the beginning of June I called to cancel because the training is so underwhelming. They informed me I was not allowed to cancel but could put my account on hold for a month. So to save myself $749 I agreed to that. I am making no money as a real estate agent right now so they are taking any additional money that my family has right now and won't allow me out of the contract & providing me with no support. I wrote my coach an email & told him about trying to cancel & that I was on hold. He said that if we could not afford it, to contact customer support & let them know & that I wanted to cancel. So I was really confused at that point because the coach was telling me I could cancel. So I asked again & the woman that told me I could not cancel the first time called me back & rudely told me that I could not cancel my contract. The company clearly only cares about money & does not care about about families that are struggling. On 7/2/25 I sent my coach an email asking when we could set up a meeting since I was not able to cancel & he suggested a date thatt didn't work so I said I would give him my work schedule when I got it ans he said ok. So on 7/8/25, I had my schedule figured out & I sent him an email & still had not heard back from him on when we would have a coaching call. On 7/11/25 I checked my coaching ************* no longer have a coach assigned to me. No one ever let me know what was going on either!

  

  Business Response

  Date: 07/25/2025

  Dear April,

  You enrolled in a 12-month coaching program, which was clearly outlined and discussed during the initial sales call. This program includes a full year of coaching support and resources designed to help the client achieve their business goals.
  We understand that circumstances can change, and in response to your concerns, we have closed the account on 7/9/2025 and ensured that no further payments will be processed beyond the initial payment that was made at the time of enrollment.
  We are committed to transparency and client satisfaction, and we believe this resolution is both fair and consistent with our terms of service.

  Sincerely,

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

  Director of Client Experience

  Customer Answer

  Date: 07/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: First payment of $728 on 11/17/2022;Second payment of $728 on 12/17/2022;Third payment of $728 on 1/17/2023;Fourth payment of $728 on 2/17/2023;Fifth payment of $728 on 3/17/2023;Sixth payment of $728 on 4/17/**********: 6 payments The amount of money I paid the business: $4368 What the business committed to provide me: Tom Ferry's coaching programs promised that I would earn up to 10 times the industry average of $49,700. However, I made $0.Nature of the Dispute: Request for Refund I enrolled in Tom Ferrys coaching program with the promise that their coaching would help me become a successful real estate agent. They advertised that clients would significantly increase their earnings and offered a money-back guarantee if certain results were not achieved.However, the coach assigned to me did not provide professional guidance, actionable strategies, or helpful support. Instead, the coach repeatedly discouraged me, telling me I was not good enough, which deeply affected my confidence and mental health. Rather than improving my career, their services caused emotional distress and made my situation worse.I requested a refund after seeing no value or results from the coaching, but my requests were ignored. After paying them, I was left without enough money to even buy basic necessities like food. This created serious financial hardship and emotional suffering.Extenuating Circumstances:The coachs behavior caused me significant emotional distress and depression.I experienced financial hardship after paying for the coaching and being denied a refund.I relied on their promises of success and professional development, which were not delivered.Their failure to fulfill their commitments left me worse off personally, professionally, and financially.I am requesting a full refund for the coaching services that were not delivered as promised.Whether or not the business has tried to resolve the problem: No.

  

  Business Response

  Date: 05/05/2025

  Dear *******,

  Thank you for the opportunity to respond. Were sorry to hear this client did not have the experience you hoped for and appreciate the chance to clarify.
  You enrolled in our Core Coaching Program in November 2022, which includes 24 coaching sessions over 12 months. You made six monthly payments of $728, totaling $4,368, and attended 11 of the *************************************************** April 2023. The programs Money-Back Guarantee requires full completion of the contracted term and active participation, which was not met in this case.
  We reviewed the sessions and found that the assigned coachan active and successful real estate professionalprovided structured guidance, training, and encouragement. Session notes reflect actionable coaching and consistent support. While we understand your frustration, progress in real estate depends on consistent effort and implementation, which became a challenge.
  As services were delivered in line with the agreement and coaching was provided for all paid sessions, we are unable to offer a refund. We do, however, wish you success in your future endeavors and remain available for any final account questions.

  Sincerely,

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

  Director of Client Experience

  Customer Answer

  Date: 05/05/2025

  I strongly disagree with the businesss response. The coaching I received was not supportive or professionalit was emotionally damaging and ineffective. The coach discouraged me, repeatedly told me I wasnt good enough, and offered no actionable strategies. Instead of helping me succeed, the sessions left me feeling worsementally, emotionally, and financially.
  I paid $4,368 with the expectation that Tom Ferrys program would guide me toward success in real estate, as advertised. I received no results, no confidence-building, and no professional growth. The emotional harm I experienced from this coachs conduct was severe and has impacted my well-being. I stopped after 11 sessions not due to a lack of commitment but because continuing the sessions was actively worsening my mental health.
  The companys response mentions a Money-Back Guarantee, but this was not clearly disclosed or honored despite my repeated concerns. Its unreasonable to demand full program completion when the coaching itself is ineffective and harmful.
  Im requesting a full refund based on misrepresentation, emotional distress, and failure to deliver the promised value. I am prepared to escalate this issue further if necessary. This program caused real harm and failed to meet even the most basic expectations.

  

  Business Response

  Date: 05/06/2025

  We appreciate your continued feedback and are truly sorry to hear the depth of distress youve expressed. We take these concerns seriously and have conducted another thorough review of your coaching experience to ensure fairness and accuracy.
  Each coaching session in our program is scheduled for 30 minutes. However, our records show that your coach consistently extended your sessions to 40 minutes or more, offering additional time, attention, and support beyond what was required. Upon reviewing recordings of five of your sessions, we observed that your coach approached each conversation with kindness, patience, and encouragement, delivering clear strategies focused on mindset and execution.
  For example, in one session, your coach provided a detailed, step-by-step plan for hosting a successful open houseincluding a timeline, suggested scripts for text and email outreach, and follow-up strategies. These were actionable, real-world tactics intended to help you build confidence and generate business.
  We recognize that building a new career in real estate can be difficult, especially in the early stages, and its common to face setbacks. From our perspective, your coach remained supportive and uplifting throughout, while you appeared to struggle with implementing some of the foundational strategies. That said, emotional well-being is important, and if continuing the sessions was affecting your mental health, we respect your decision to step away.
  While we empathize with your situation, coaching services were provided in alignment with our program and contractual terms. As previously noted, the Money-Back Guarantee requires full program participation, which was not fulfilled.
  We stand by the service delivered and are unable to issue a refund. However, we wish you healing and success moving forward and remain available to answer any final account-related questions.
  Sincerely,

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

  Director of Client Services

  Customer Answer

  Date: 05/08/2025

  Your response is noted, but it does not address the core issue: I did not receive the value promised by your coaching program. Lengthier sessions and polite conversation do not equate to effectiveness. The coaching failed to produce actionable, personalized outcomes that moved my business forwarddespite my active participation and repeated attempts to express dissatisfaction.
  Framing my experience as a failure to implement strategies is both dismissive and inaccurate. Effective coaching adapts to the clients needs. Repeating generic plans without results does not meet professional standards, nor does it justify denying a refund.
  Your Money-Back Guarantee, while conditional, is clearly intended to protect clients who participate in good faith but do not receive meaningful results. I fulfilled that requirement by showing up, engaging, and voicing concerns. The fact that I had to step away for my mental well-being further proves how ineffective and unsupportive the experience became.
  This is my final demand for a full refund. If this is not resolved promptly, I will escalate the matter through all available channels.
  This is not a debate. Its a demand for accountability.
  Sincerely,

  Xiaomei Wei 

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Tome Ferry coaching program with *****. When I first inquired about the program I expressed hesitation as I had encountered the beginning of some potential health problems and expressed my hesitation as I was unsure if would have further health issues that would prevent me from completing and using the system. He assured me that I could cancel due to health reasons and it would not be a problem. Upon contact member services ***** I was told the program could not be cancelled even if it was due to health related reasons. Although only using the program for 1 month after having to request a different coach as the first one was not a fit. It appears they are concerned only with collecting fees. They will say anything to get your money and not back what they say.

  

  Business Response

  Date: 02/14/2025

  Dear *****,

  Im truly sorry to hear about the health challenges youre facing. We understand that unexpected circumstances can arise, and we sincerely hope for the best for you.  

   After reviewing your account, I see that you have utilized coaching sessions during your time in the program and that your membership is currently on hold. While we do not offer refunds for completed coaching services, we do want to support you in making the most of your program.

  Our team will reach out next month as your hold period comes to an end to discuss your options and next steps. In the meantime, please dont hesitate to reach out if you have any questions or need further assistance.

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

  Director of Client Experience/  ********************************************************

  Customer Answer

  Date: 02/19/2025

  My request for cancellation was denied and I was told I could only place my account hold. I am still requesting cancellation as I was assured I could cancel for medical reasons if need be due to my health. Please provide the cancellation I was assured I would receive when I spoke to ***** on my initial call. I appreciate your response however it is not the cancellation I have requested. I do not wish to place my account on hold.

  

  Business Response

  Date: 02/19/2025

  Dear *****, I understand that this is a difficult time for you, and I sincerely hope your health improves. We take these matters seriously and want to ensure we are handling your request appropriately.
  Per our policy, we are unable to cancel coaching agreements mid-term. However, if you are facing a medical condition that prevents you from continuing, we can review your request further. Please provide a letter from your medical provider confirming your situation so we can assess the next steps.
  Once we receive this documentation, we will review your request and follow up accordingly. In the meantime, your account remains on hold to provide you with flexibility. Please let us know if you have any questions.

  Sincerely,

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

• Initial Complaint

  Date:12/17/2024

  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.

  I enrolled in Tom Ferry Coaching expecting ongoing support, guidance, and flexibility in choosing the right coach. The company promised that if the initial coach was not a good fit, I would be able to request a new one. However, after my introduction to the assigned coach, I found them unsuitable and requested a replacement on October 25th. That request was never acknowledged or addressed until I attempted to cancel months later.Beyond that, Ive received no real value from the coaching itself. The attentive support promised at the outset quickly disappeared, and my emails and calls went unanswered for extended periods. Most recently, on December 3rd, I reached out to cancel my subscription as I will be out of the country and without income. It took until December 17th for someone to respond, only to inform me that cancellation was not permitted.I asked about pausing payments during my time abroad, but was also denied. Only when I pushed to cancel altogether did they suddenly offer to switch my coachsomething they failed to do when I originally asked months prior.All I want is to cancel now without making any more payments, as they have not followed through on their promises. The company appears more concerned with retaining fees than honoring the terms they presented when I signed up.

  

  Business Response

  Date: 12/20/2024

  Dear *****,
  Thank you for taking the time to share your experience. I am glad we were able to connect this week to discuss your concerns, and as promised, I followed up with a call to ensure we address your feedback thoroughly.
  Your experience matters deeply to us, and I understand how the delay in responding to your initial request for a coach change, as well as the challenges youve encountered since then, has been frustrating. Our goal is to provide a supportive and seamless coaching journey, and I regret that this has not been your experience.
  I look forward to assisting you further and working toward a resolution that aligns with your expectations. Please feel free to contact me at your earliest convenience at ********************************************************
  Thank you again for bringing this to my attention.
  Sincerely,
  ****** ******
  Director of Client Experience
  Tom Ferry Coaching

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im am beyond frustrated with Tom Ferry. I have had nothing but headaches with them when trying to cancel. I was told in my initial conversation with the sales representative that cancellation was an option. Further, when I originally asked about canceling, I was met with an extremely rude customer service **** I asked to speak with a manager and was denied. I had to submit a complaint for a manager to finally reach out. He explained that my account would be paused until I am ready to reactivate and that I would receive a call from him close to reactivation time. It was my understanding that I would be able to decide if/when I want to reactivate. I never received this call from him. Then I get a call from someone who, instead of listening, persisted on asking me about my coach. As Ive explained to numerous employees now, I am purely canceling because of financial changes that were unexpected. It is beyond ridiculous that I am now being forced to figure out a way to pay my bills or pay a million dollar company.

  

  Business Response

  Date: 11/20/2024

  Dear Kamari,
  I am very sorry to hear about your frustration and the experience youve had with Tom Ferry. I understand how upsetting this situation must be, and I sincerely apologize for any inconvenience caused.
  Please know that I am here to assist you and make this right. I encourage you to reach out to me directly at ******************************** so we can address your concerns promptly and resolve this matter to your satisfaction. Additionally, I will contact you by phone to ensure we connect as soon as possible.
  Your concerns are important to me, and I am committed to handling this right away. I appreciate your patience as I work to find a solution that addresses your needs.
  Sincerely,
  ****** ******
  Director of Client Experience
  *** Ferry International
  

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a 12 month coaching contract with Tom Ferry Organization in Oct 2023. The coach assigned to me, **** ******, provided some help but nothing to justify $749/mo for 12 months. I didn't even receive coaching in the last 4 months. All calls are recorded. *** ****, Customer Service Manager, offered a one month $749 refund but I am seeking at least 10 months, $7,490. ******, Director of Client Experience, emailed me on 9/24/24 requesting 60 days to review the recordings, which would put it at 11/24/24. She has not responded to my recent emails requesting progress checks. See attachments. My understanding is that contracts are two sided, I am paying for a service but the service needs to be rendered. While I had calls with my coach, ****, they were very subpar in that he provided the same two pieces of advice repeatedly. I have paid for professional coaching in the past with no issues but this one was a waste of my money. I did not report this sooner or cut off payment because I was tied up starting my business in a new state. My fault is not reporting this sooner but the issue still remains. I initially sought a full refund but I am trying to be reasonable and seek a 10 month one instead to account for some help received.

  

  Business Response

  Date: 11/18/2024

  Dear ***,
  Thank you for reaching out and sharing your feedback regarding your coaching experience. We value your input and are committed to ensuring that every client has a productive and impactful coaching journey.
  After reviewing your request for a refund, I wanted to address the terms of our Money Back Guarantee and explain why were unable to issue a refund in this case. The Money Back Guarantee requires full completion of the Core coaching program, and unfortunately, several sessions were either missed or rescheduled. Specifically, you attended 16 out of the 20 scheduled sessions, with four being missed altogether.  You stopped coaching after 20 sessions not completing your 24 coaching session Core program.  There are 3 verified "no show" sessions as well.  
  Additionally, our Client Success team reached out to you eight times throughout the program to check in and support your progress.
  Our review of the sessions confirms that each was robust and filled with valuable content designed to support your goals.
  Thank you again for your engagement and dedication throughout the program.  
  Warm regards,
  ****** ******
  Director of Client Experience
  *** Ferry International
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Before I signed the contract with **, I wanted a guarantee that I could cancel at anytime up to 90 days as I wasnt quite sure if coaching is for me. Once I got this guarantee from the sales *** via email (documented that I could cancel within 90 days), I went ahead and signed it. 30 days in I felt it wasnt for me with the little time I get for actual coaching (2x 30 min a month) and that it was just a database that I could search through. Its not what I thought coaching would be like. At this time I reached out to the case manager to cancel and they said Id get a call from customer service within 24 hrs. I missed her call and called her back and nothing for 3 days until I called back. No one had called. I finally got to connect with someone and they explained to me that the email I received from the sales *** means I can cancel but I still have to pay for the 12 months of the contract. When you cancel something, it means its done. It was all saved in our voice conversation about how I could cancel within 90 days if it wasnt what I expected. Again I have documented proof that I was allowed to cancel. How do you ignore that - especially if I only agreed to sign due to this trial period. I have voice recordings as well to prove how this group uses force to keep you on their payroll. The lady at the end of our last call said she would cancel the service but that Im still responsible for the 10 months left. They use words to play with what they can get away with. Even the client *** ***** from Tom Ferry who I spoke with seemed shocked that the sales guy would allow me to cancel via. Email. I have a recording of that as well.

  

  Business Response

  Date: 11/05/2024

  Hi *****,

  I am so glad we had an opportunity to speak and work out a positive solution.  I wish you all the best this year and next!  I look forward to seeing you at next year's Success Summit 2025!

  Warm regards,

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

  Director of Client Experience

  Customer Answer

  Date: 11/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** Works
  
   
  

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was super excited to get started with Tom Ferry. I contacted them several times before signing up for coaching. After 1, 30 minute coaching call, I realized that the coaching was not for me. In my 30 minute call, about 15 mins of it was used to discuss real estate practices. Also, the online resources they offer have similar training videos available on ******* for free. Not much value there. At a price of $2222 that I prepaid for 3 months of coaching, I got about 15 mins of actual coaching. I do not see the value in what they provide. So, according to the guy that set me up on this at Tom Ferry, I could "get out of it", and it wouldn't be an issue if I ever decided to do so. Of course, when I reached out to cancel my coaching, I was transferred to a person that never answers the phone. I called steadily for 2 weeks trying to get it resolved, but could never even get a person on the phone. Finally, they called me and told me I would not get a refund of the unused time I prepaid for. The only reason I prepaid is because they offer a discount for paying more than one month at a time. I was told that they would not refund my unused coaching costs. So, I paid over two thousand dollars for a 30 minute call. Moral of this story, if you have any doubt about their services, don't do it! Once they get your money, you are on your own.

  

  Business Response

  Date: 09/24/2024

  Hello ****,

  I am glad we spoke today and were able to resolve this situation.  Please feel free to reach out to me if you have additional questions.

  Best,

  ****** Talley 

  Director of Client Experience

  Tom Ferry Int.

  Customer Answer

  Date: 09/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Tom Ferry's Elite coaching program in August 2023 and participated in activities and coaching through January 2024. I was completely distraught that I had not gained a single lead, new client or repeat business from previous clients using the methods in the coaching program that I couldn't bring myself to continue wasting time. I got multiple calls saying they were going to cancel my account, but they kept on charging me every month through May 2024. When I was convinced to join, the program was sold to me as an investment that I was sure to get returns on if I followed it. I did, in fact follow and it was a complete waste of time as I never got a single deal or even a new lead from the activities and programs. I would like a full refund because the program produced absolutely nothing for me despite the promises.

  

  Business Response

  Date: 08/22/2024

  
  
  Dear *******,
  
  Thank you for bringing your concerns to our attention. Im sorry to hear that your experience with our Elite coaching program did not meet your expectations. Id like to address the points you raised in your complaint.
  
  You joined our Elite coaching program on August 4, 2023, with specific goals identified during your intake assessment, including securing 4 more deals, working your geo farm, lead generation, and organization. Your coach worked with you on these action items as requested.
  
  However, its important to note that you no-showed 4 of the 12 scheduled coaching sessions between August 15 and December 19, 2023. After December 19, you did not attend any further coaching sessions. Between December 19, 2023, and August 2024, we made 25 attempts to contact you via phone and email, but unfortunately, we did not receive any response.
  
  As per the terms of your contract, which is for a 12-month term, your payments continued through June 2024. While you reached out to Tom Ferry Support on August 19, 2024, to leave a message stating you wished to quit coaching, we had not been made aware of this request until that time.
  
  Additionally, in September 2023, you responded to a survey about your coaching experience, indicating that you were satisfied, liked your coach, and found the resources helpful. We are unsure what might have changed for you or why you ceased communication with us.
  
  Please know that we closed your account as of June 2024, and no further payments have been drafted since then. If you would like to discuss your concerns further, I encourage you to reach out to our Support team at ************ and request to speak with me directly.
  
  All the best,
  
  ************************; 
  Director of Client Experience  
  Tom Ferry
  
  

  Customer Answer

  Date: 08/22/2024

    I joined coaching because I was convinced by the TF sales person that it was an investment and that I was essentially guaranteed to see a return on investment.  In September 2023 when I was surveyed about my experience I had been in coaching for only 1 month and my coach seemed to have ideas to improve my business and at that time I was still optimistic.  At 4 months in, I had not gained a single lead or been able to turn a single contact into a deal, lead or conversation.  I was doing everything my coach asked as well as other activities from the program.  I mentioned many times to my coach that the tactics didn't seem to be working. They weren't leading to conversations or leads.  I asked for help with other business issues but my coach simply kept telling me to keep 'working my database'.  I told her several times that the majority of my database were very distant and most probably didn't even know who I was - but she still kept pushing it; I trusted that she knew better than me, so I did what my coach asked.

    I was emotionally distraught that I had spent so much time and money with nothing to show for it, that I wasn't able to face anyone from the program.  I was embarrassed and disappointed in myself that I had fallen for the sales team's smooth talking. I was absolutely overcome with anxiety.  After the program introduced me to sales language training on how to essentially manipulate people, I realized that this was exactly what I had fallen victim to.   I did avoid many phone calls from the toll free number because my anxiety was too severe. I was terrified that my husband would walk in on a conversation to find out I had been conned into spending so much money for something that gave zero return.  I believed what the salesman told me about it being an investment when I signed up.  After seeing absolutely no progress, I was sick about the money, but I knew I couldn't continue to lose the money and also waste the time on the failed coaching techniques.

  

  Business Response

  Date: 08/23/2024

  
  Dear *******,
  
  Thank you for bringing your concerns to our attention. Im sorry to hear about the difficulties you encountered, and Id like to address your concerns directly.
  
  After thoroughly reviewing your account, we found no evidence of unfair or aggressive sales tactics. Our goal has always been to provide clear and accurate information so that our clients can make informed decisions about their coaching investments.
  
  When reviewing your coaching sessions, we noted that you were engaged, and there was robust coaching provided during the times you participated. However, its important to mention that you missed many of your scheduled sessions. Despite this, from December 2023 through August 2024, we made 25 attempts to contact you via phone and email to offer support and address any issues, including potential payment concerns, but we did not receive any response from you. I understand now that you felt uncomfortable with direct communication, but responding to our emails could have allowed us to assist you without the need for a conversation.
  
  There were several options we could have explored with you had we been made aware of your concerns, especially regarding payments. However, since you did not respond to our outreach, those opportunities were lost.
  
  Your account has been closed, and we have respected your request not to reach out further. If you wish to discuss anything further or have lingering concerns, please dont hesitate to reach out to me directly. Im here to help if you need it.
  
  Best regards,
  
  ************************; 
  Director of Client Experience  
  Tom Ferry
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a Tom Ferry event and was excited and motivated. I signed up for the coaching. The market has changed obviously and I am not selling houses like I was. I just cant not pay for the coaching. When I discussed this could be an issue with ****** at the function he said" dont worry about it, we have you". Well now I need out of the contract and they wont let me cancel.

  

  Business Response

  Date: 08/23/2024

  
  
  Hi ********,
  
  Thank you for reaching out and sharing your experience. I understand the challenges you've faced in the changing market and the impact it has had on your business.
  
  As you know, you signed up for a 12-month Tom Ferry coaching program with 48 coaching sessions to help you, as you stated in your Coaching Assessment, "get organized and focused on a path, and of course increase my listings." However, we noticed that you've only completed 4 out of the 48 sessions.
  
  We have taken your concerns seriously and have addressed them accordingly. I'm glad to inform you that we have found a resolution that works for everyone. We truly wish you all the best in your future endeavors and hope you continue to find success in your real estate career.
  
  If there's anything else we can assist you with, please don't hesitate to reach out.
  
  Warm regards,  
  ************************; 
  Director of Client Experience  
  

  Customer Answer

  Date: 08/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************