Complaints

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

• Initial Complaint

  Date:05/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to infinite impact for a free trial. I was then pressured into signing a contract. I pre-paid $265 for a membership to start in January. In January I realized I did not want to use their services and I cancelled by January 11th. They confirmed cancellation via email. I then got charged again in February for $250. Mind you I never went to infinite impact after the initial visit in December. I never used their services and I was charged $515 total. I think this type of practice should be illegal. The customer is owed a refund if no service was exchanged regardless of a coerced contract.

  Business Response

  Date: 05/29/2024

  ***** purchased a membership and signed a membership agreement.  She was not coerced in any way.  She went through a free introductory "experience" ($125 value) and tried our various therapies.  She expressed purchasing the membership because she enjoyed the experience and saw the value in using our therapies often.  *****************, our membership director, remembers the interaction clearly.  She signed an Agreement for a month-to-month membership and *** reviewed the 30-Day Cancellation policy with her.  Every one of our members signs the same Agreement.  They can cancel at any time with 30 days notice and in that will be billed one more time.  They are, of course, members for that remaining 30 day period.  In her email  to cancel, she said "I love everything about your services."  I've submitted that email, along with additional support materials, to show that I personally reached out, several times, in an attempt to provide options.  She never responded to my phone calls, texts, or emails.  This enrollment was not only voluntary, she did it enthusiastically, and any claim that we took advantage of her, pressured her, or did anything other than attempt to offer a comfortable resolve is simply untrue.  My name is *********************.  I own Infinite Impact along with my business partner, *********************************. For some reason the complaint notice has the name *******************************.  Neither of us know who that is.  Regarding this matter, I will happily provide any further support and if necessary, I can expand further upon why the purchase of a membership is valid and in force regardless of how often the customer opts to utilize the benefits.  Enrolling was her choice, cancelling after the membership became active was also her choice, and agreeing to a 30-day cancellation clause was her choice as well. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21760888
  
  I am rejecting this response because:

  There needs to be a period in time where a customer is allowed to request a refund, regardless of a contract. I did speak to ********************* and he did not provide a solution, once I informed him that I had already placed a dispute with my credit card company and he said there can be nothing done. He said to let the dispute go through. Mind you I requested a refund within 11 days, recognizing it was conflicting with my schedule. Any normal business would understand and refund regardless of a contract. I never went to the location after the first trial of the service. How can it be legal that a company can charge you $515 for nothing. Even a cell phone carrier gives you a 14 day grace ******* I cancelled within 11 days of starting their membership with good reason. I thought they understood, the email I received from ******* did not clarify that I would be charged another $250.m, I thought she was empathetic to my situation and decided to cancel it due to me being unable to use their facility. At this point I will be consulting a lawyer, and taking this dispute further, because it is really unfair. And I just need people to be aware, that their contract is binding and no unfortunate personal situation can effect it.

  and cornering someone in a room after offering a free trial is high pressure, regardless of what he says.
  I know what I felt, I couldnt say no, that is why I signed up, and tried to cancel.

   

   

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

  Business Response

  Date: 05/29/2024

  In pursuiing dismissal or resolution of this complaint, I'm copying a reply I just posted on a ****** complaint on the same issue from the same customer:

  This is *********************.  I am more than happy, at any time, to have a dialogue.  You're clearly upset and if in fact we can resolve your concerns nothing would make me happier.  You posted a portion of my response to the BBB claim you filed, not the entirety of it.  I have always lived my personal and business life with the utmost integrity and have a pretty strong track record in resolving misunderstandings.  The fact is, you did sign a legally binding contract and have simply been asked to abide by its terms.  We do not pressure anyone, ever.  To protect consumers from pressure-sales, the State of Florida maintains a 3-day right to rescind.  Your agreement was signed on December 2, your membership activate, per your request, on January 1, and we did not receive the cancellation request until January 11, 40 days after the agreement was authorized.  It is not an annual contract, as a cell phone contract might be, nor is it a long-term obligation.  It is a clear 30-day recurring membership with terms fully aligned with those of the health club,country club, and membership community standards.  It is not based on fee-per-visit, but rather on access and the ability to take advantage of the therapies you choose.  If there are extenuating circumstances that should have been considered, I'm open to discussing them.  The brief conversation we ultimately had after several attempts to reach you by phone was one in which you told me you disputed the charge with your credit card company.  Once that's in motion, it's in their hands.  If they did not issue you a refund, they likely found that the charges were legit.  I have never argued with you or done anything other than express a desire to make things right.  That offer remains.   Meet with me, in my office, while you're here you're free to enjoy any of our therapies without charge (you did express, in an email, that you loved our therapies), and let's set a mutual goal for you to leave happy, or at the very least satisfied.   I don't like the back and forth of these types of posts.  I have always preferred resolutions in person.  This offer remains.  I see expressions of anger and disappointment, and I wish that were not the case, but repeated claims and posts are not likely to prompt any sort of refund.  A face-to-face conversation opens doors to explore a resolve.  I'm here.  I'm available.  I do not want to argue this in any dragged our way or in any public forum and will not engage in a back and forth.  I will, however, make myself available for any appointment for a meeting. You can call *****, my  assistant, at 844 IMPACT9 to schedule a convenient time.  I hope you will.

  Business Response

  Date: 06/12/2024

  This is *********************. I am more than happy, at any time, to have a dialogue. You're clearly upset and if in fact we can resolve your concerns nothing would make me happier. You posted a portion of my response to the BBB claim you filed, not the entirety of it. I have always lived my personal and business life with the utmost integrity and have a pretty strong track record in resolving misunderstandings. The fact is, you did sign a legally binding contract and have simply been asked to abide by its terms. We do not pressure anyone, ever. To protect consumers from pressure-sales, the State of Florida maintains a 3-day right to rescind. Your agreement was signed on December 2, your membership activate, per your request, on January 1, and we did not receive the cancellation request until January 11, 40 days after the agreement was authorized. It is not an annual contract, as a cell phone contract might be, nor is it a long-term obligation. It is a clear 30-day recurring membership with terms fully aligned with those of the health club, country club, and membership community standards. It is not based on fee-per-visit, but rather on access and the ability to take advantage of the therapies you choose. If there are extenuating circumstances that should have been considered, I'm open to discussing them. The brief conversation we ultimately had after several attempts to reach you by phone was one in which you told me you disputed the charge with your credit card company. Once that's in motion, it's in their hands. If they did not issue you a refund, they likely found that the charges were legit. I have never argued with you or done anything other than express a desire to make things right. That offer remains. Meet with me, in my office, while you're here you're free to enjoy any of our therapies without charge (you did express, in an email, that you loved our therapies), and let's set a mutual goal for you to leave happy, or at the very least satisfied. I don't like the back and forth of these types of posts. I have always preferred resolutions in person. This offer remains. I see expressions of anger and disappointment, and I wish that were not the case, but repeated claims and posts are not likely to prompt any sort of refund. A face-to-face conversation opens doors to explore a resolve. I'm here. I'm available. I do not want to argue this in any dragged out way or in any public forum and will not engage in a back and forth. I will, however, make myself available for any appointment for a meeting. You can call *****, my assistant, at 844 IMPACT9 to schedule a convenient time. I hope you will.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21760888
  
  I am rejecting this response because:
  
  When I signed up in December, I informed *** that I could use the services so I was trying to delay the start. So claiming that I had 40 days to cancel, I was not even thinking that I needed to, because they understood to delay the start of the membership. I did not realize that I had 3 days to cancel according to the contract, since the contract should not have gone into effect until January. I should have never signed this contract. And the fact that a business can get away with charging you $515, when they were informed within 11 days of the effective date of the contract seems unreasonable.
  

   

  This contract needs to be evaluated by the Conaumer protection Divison as well as this incident. This membership can not be considered to be on the same terms as a gym membership, because you are paying to have x health treatments that you have to schedule to receive. No treatments were performed, thus this contract should be considered void. 
  

  I will be taking further action with the Florida ******************* services. Because there needs to be alterations to the contract for the protection of the consumer. 

   

   

   

   

   

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

  Business Response

  Date: 06/25/2024

  I want to express a brief summaion of my previous replies and stand firmly behind everything I shared in prior responses.  We have, in this case as in every case, complied with the terms of the agreement.  It seems unecesssary to coninue to debate this in this forum.  I am more than happy to meet at any time to  resolve a dispute.   I will not further engage in a back and forth through a 3rd party after I've well-state our position.  I'm honestly not sure why this continues to drag on and escalate.  I will no longer respond to this complaint here.  If the unhappy customer truly wants a resolution, it's far more efficient to meet with me, or with my business partner, *********************************, and find a solution.  That offer remains.  Note that any further replies that reiterate the same points will be ignored, not out of disrespect, but out of a simple willingness to talk it through and the strong opinion that with all points stated, this becomes an exercise in futility.  The clear next step, if you should choose to pursue it, is a face to face.  In quest of a satisfactory resolve.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21760888
  
  I am rejecting this response because:

  I think its unfair you dont want to give a refund to someone who you know never used your facility, simply on the basis of a contract, if pursued in court can be voided. At the end of the day it is pretty simple, the fact that I am pursuing it to this extent informs you that I was pressured into that contract and I dont feel comfortable interacting with your facility without a third party.

   

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