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:11/20/2023

  Type:Billing 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 charged $29.00 in Mar. 2023 and $49.00 a month every month since then. When i call them to get them to stop charging my credit card they tell me they can't find an account under my name, email address or phone number therefore they can' stop the billing. I said why can't you look at the credit card and see what account it is for and they tell me I will have to take it up with my bank.Can you help me get it stopped and hopefully get my money back.

  

  Business Response

  Date: 11/21/2023

  Hi ****,
  
  Thank you for contacting Svelte Training.
  
  I apologize for the inconvenience. I am happy to help.
  
  We do not have ******************* in our system. Could you please let me know the email address you use to purchase the program? I tried to search for your email address on our system but I did not find any record of a purchase.
  
  If you could provide your first name and last name used to place the order, or the order ID number of your purchase program that would be very helpful.
  
  Any information you can give to me would be appreciated. I look forward to your reply as I would love to help.
  
  Feel free to reach out if you need further assistance

  Customer Answer

  Date: 11/23/2023

  I don't understand what this means. Are they going to quit charging my credit card the $49 a month and refund the money the took out for several months.($421.00 total)

  That is want I want them to do. I obviously never entered into deal with them since they say they can't find my name, email or phone number attached to my credit card.

  So what account is attached to my card that they keep billing. Surely they can see what account that credit card is attached to. I see online they have done the same thing to other people.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20888008
  
  I am rejecting this response because:

  You not being able to find anything under my name or email that i ever ordered anything shows I have not.

  You surely can look up what account my credit card is linked to. I WANT THE DEBITS STOPPED AND A REFUND
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 11/30/2023

  Hello ****,

   

  Thanks for your follow-up. Is this account under a different name? Can you confirm  which program is this and do you have an order ID?

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20888008
  
  I am rejecting this response because:

  As I have told you and you have confirmed that there is no account under my name or email. Nobody attached to this credit card has ever ordered anything from you. That is why I am asking you to stop charging the card and refund some money. I have spent over $400.00 for something I never ordered. At this point I would settle for you to stop charging my card and refund me $200.00 I think that is fair. I should have been watching my credit card charges better and seen this charge earlier. That is why I would agree to a $200.00 refund and quit charging my card moving forward. 

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

  

  Business Response

  Date: 12/04/2023

  Hello, can you please verify the name of this customer and email address?

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20888008
  
  I am rejecting this response because:

  ********************; *******************

  We have already verified that you do not have an account under my Name or email several times. There is no other name or email I would have an account under.
  You not being able to find anything under my name or email that I ever ordered anything shows I have not ordered anything.
  You surely can look up what account my credit card is linked to. I WANT THE DEBITS STOPPED AND A REFUND 

  As I said in my last response I will take partial responsibility because I should have been watching my credit card bills closer.

  I will settle for you not charging my card anymore and refunding me $200.00 of the $400+ you have charged my credit card

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

  

  Business Response

  Date: 12/05/2023

  Hello, we actually need the account name or email address or order ID to cancel the subscription. Could it be under a different name?

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20888008
  
  I am rejecting this response because:

  As I stated in the email yesterday it is not under a different name. Either someone else unknown to me used my card number or you you have entered my card number either by mistake or fraud. Why can you not see what account my card is linked to???????? 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 12/07/2023

  Hello ****,

   

  I am really sorry, but I cannot find any account associated with your name and email. Have you contacted our customer support before?

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20888008
  
  I am rejecting this response because:

  I have called you twice and you are always saying that you don't have an account for me.

  That should tell you that my card should not be getting charges from you.

  Can you explain to me why you can't see what account my credit card is attached to.

  As I stated in the last email I would settle for no more charges on my card and a refund of a little less than half of what you have charged me.

  So No more charges on my credit card and a $200.00 refund I would accept.

  I see this problem is not unique to me. I saw there are around 100 complaints that are all pretty much the same as mine.

  You should really think about changing your business practices!!

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

  

  Business Response

  Date: 12/08/2023

  Hello ****,

   

  I've found an account with the same street address. This is under ****** Talent. Are you related to this person?

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I talked with them on the phone and they figured out it was in my wife's name. She did not authorize it either. They agreed to refund me $196 of the $420 i was charged and they have done that. I agreed to that
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2023, I signed up for Svelte Training and their Hormone Plan Coaching session. I am deaf and they refuse to honor their appointment with me because of my disability and refuse to provide any alternative form of communication than a phone call with me for the coaching session. The Svelte Training videos are also not close captioned so I can't understand them at all.

  

  Business Response

  Date: 11/21/2023

  Hello ****,

  Thank you for bringing this to our attention. I am really sorry for the inconvenience. I forwarded your information and concern with the head of our committed coaches so she can contact you ASAP.

  Please let me know if you need more help.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20892730
  
  I am rejecting this response because: they emailed me and said I had to contact them via the phone and there was no other method of communication for the coaching session. Continuously refused to accommodate a hearing disability. 
  
  *****************************************

  

  Business Response

  Date: 11/22/2023

  Hello ****,

   

  Thanks for getting back to me. The head of committed coaching emailed me and said they already reached out to you. I will cc you on the email. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20892730
  
  I am rejecting this response because 1) nobody has reached out with a solution; 2) the only email I ever received was "thanks for your feedback, we'll pass it on; 3) I canceled all access and demanded a refund, which was met with multiple arguments and questions. 

  That email asking questions and trying to reduce the refund is in violation of your "60-Day NO QUESTIONS ASKED GUARANTEE" in which you GUARATNEE a refund with NO QUESTIONS. 

  Furthermore, I demanded on multiple emails to CEASE AND DESIST all marketing emails and your company is still sending me several emails each day. 

  CEASE AND DESIST ALL MARKETING EMAILS. 

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

  

  Business Response

  Date: 12/01/2023

  Hello, we already reached out to **** via email. Also, the head of committed coaches already resolved her concern. We also sent her e-books and recipes that she can read. 

  

  Business Response

  Date: 12/01/2023

  Hello, we already reached out to **** via email. Also, the head of committed coaches already resolved her concern. We also sent her e-books and recipes that she can read.
  

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20892730
  
  I am rejecting this response because the coaches did not reach out to me, they have sent me nothing as indicated in their response to accommodate a hearing disability for the promised coaching sessions. Falsified claims. 
  
  *****************************************

  

  Business Response

  Date: 12/04/2023

  Hello ****,

  Thanks for letting us know. We are sorry about this. I will coordinate this with the head Coach to contact you asap. 

• Initial Complaint

  Date:11/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 9, 2023 I signed up for MetaBoost program offered by Svelte Training and paid for it 29 USD (special offer), Following my purchase I was offered an extra access to Accelerated Body Transformation which in my understanding was free (I received invoice for 0 USD with no information that in 14 I would start being charged). Only yesterday I discovered that since September 16 I have been charged 50 USD on monthly basis and I am not even sure for what. The way the Svelte Training website is built - the account information that is included does not contain any information regarding the payments, orders etc. So it is literally impossible to find out which program I am paying for and which program was purchased with permanent subscription. After some further search i found page with the link to cancellation of the subscription but it is not clear what I will cancel if I used it: the MegaBoost account (for which I believe I paid "once for ever or Accelerated Body Training. My impression: it is so unclear and so confusing that it almost makes you give up and just continue paying! Bit dodgy. So I would like to get my 150 USD back since I was not aware of all those upcoming charges,

  

  Business Response

  Date: 11/17/2023

  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  I cancelled your subscription and refunded 3x$49.

  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.
  
  Best regards,
  *****
  SVELTE Team

• Initial Complaint

  Date:11/16/2023

  Type:Delivery 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.

  Ordered svelte metaboosters, filled out questionnaire about health. I was then emailed a coach will contact me about 1:1 help. I didn't realize the coaching services where from another company. I agreed to pay $1200 for coaching. But decided it was an appropriate time for me. Committed coaches says we usually don't refund and offered another coaching plan, I responded not interested. Still waiting for a response.

  

  Business Response

  Date: 11/17/2023

  Hi there,
  
  My name is ***** and I am the ** manager of Svetle 
  
  I understand your concern so I've forwarded this to the head of committed coaches so they can call or email you ASAP.

  Obviously, we didn't intend to disappoint you.
  

  
  

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for refund of $49 & charged $49 I called again about refund & was charged again $49

  

  Business Response

  Date: 11/16/2023

  Hi ******,
  
  Thank you for contacting Svelte Training.
  
  I apologize for the inconvenience. I am happy to help.
  
  Could you please let me know the email address you use to purchase the program? I tried to search for your email address on our system but I did not find any record of a purchase.
  
  If you could provide your first name and last name used to place the order, or the order ID number of your purchase program that would be very helpful.

  Customer Answer

  Date: 11/17/2023

  How do I contact them through BBB?

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20874486

   

  They said they had tried to contact me. That's not true. I would like them to cut me a check for refund. If they can send to BBB, BBB send to me.
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/20/2023

  Hello ******,

   

  What is your order ID or correct email address associated with your account?

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20874486
  
  I am rejecting this response because:

  I'm missing refund 14-Nov-2023

  14-Nov-2023 17:32:00 (GMT-0500) SVELTE MEDIA ***** ********* BCH, ** **** Pending POS Transaction Without PIN -*****
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/22/2023

  Hi, could you verify the name and email address of  the customer so I can check it?

  Customer Answer

  Date: 11/22/2023

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

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

  Thanks,

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

  

  Business Response

  Date: 11/24/2023

  Thank you. I checked everything in our system and we do not have *********************** that's why I asked him if he can provide an Order number so we can check and verify his purchase. 
  

  Customer Answer

  Date: 11/30/2023

  Please see attachment

  

  Business Response

  Date: 12/01/2023

  HI, how can I resolve this if I cannot find his account using his name and email address? We need atleast the Order ID to check it. 

  Customer Answer

  Date: 12/01/2023

  This info is in attachment:

  Order Number: 5975873
  Ordered On: 10/08/2023 01:36pm
  ************************** h ******************************************************
  
  I dont know what this second order is.
  Order Number: 5975886
  Ordered On: 10/08/2023 01:38pm

  

  Business Response

  Date: 12/04/2023

  Hello,

   

  I found the account under *********************** ************************* We already cancelled the subscription and refunded the $49 for 5 months. 

  Customer Answer

  Date: 12/04/2023

  I only count 3.

   

  15-Nov-2023  SVELTE MEDIA ***** *********** , ** Refund $ +49.00
  15-Nov-2023 SVELTE MEDIA ***** *********** , ** Refund $ +49.00
  15-Nov-2023 SVELTE MEDIA ***** *********** , ** Refund $ +29.00
  
  

  

  Business Response

  Date: 12/07/2023

  Hello, I responded to this complaint already. 

• Initial Complaint

  Date:11/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is on behalf of ******************************* ************************ my 88-year-old mother who inadvertently signed up for a Svelte Media program. In August 2021, ***** made a small one-time purchase but ended up with a $49 monthly membership in the Accelerated ************************ paying $1323 over 2+ yrs. ***** lives on a small SSA pension and volunteers as a life coach. She is very independent and keeps track of every expenditure, however she is not good with computers and didn't notice the recurrent payment on her ***** as her paper statements had been discont'd and she is not adept at navigating the web. ***** was not aware she had paid for a membership and never logged into her account nor received any of the associated services. On 3-4 Nov '23 we logged in to cancel, wrote Svelte Media, then called them. The agent eventually agreed to a 4-mo $196 refund. ***** is grateful for that, but she still has paid >$1100 for nothing. ***** is not the only one in this situation. On the BBB website, I see 78 other complaints vs Svelte Media in the last 12 mos. Of the 12 most-recent, 11 were being charged monthly fees after making a small one-time purchase. One would hope that Svelte Media is doing all they can to prevent this, and that they will welcome the opportunity to make things right in an extreme case like ******, who at 88yo has mistakenly paid them >$1300 and it has cost them virtually nothing* to service her as a member.Thank you for your time and attention.*Svelte promises:access to customized workouts (including beginner, intermediate and advanced), a private ****************** for inspiration, motivation, support, guidance and coaching tips, a monthly members-only coaching call, simple yet delicious fat-burning recipes, and special tools to help you fast-track your body goalsCarol does remember receiving some recipes in her email during that period, which she occasionally looked at and then deleted, thinking they were spam.

  

  Business Response

  Date: 11/13/2023

  Hello there,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication. May I please have the email address and full name associated with her account?
  
  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  To better assist you, could you please provide us with the resolution you would like for this situation? Whether it's a refund for the unauthorized charges or a different form of compensation, we are committed to finding the best solution that meets your needs.
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.
  
  Best regards,
  *****
  SVELTE Team

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20859755
  
  I am rejecting this response because:  This if obviously a form letter that is sent to the BBB in response to all those who file a complaint about being billed for a subscription after making a one-time purchase.  We have already talked on the phone with 2 different Svelte representatives and sent a detailed letter explaining our issue with our company. 

  I have already provided the information requested (full name and email address associated with the account)  Here is that information again:

  *******************************,  *********************

  She also asks us to specify the resolution we are seeking.  We are seeking a full refund.

  Here is a brief recap of our complaint.
  
  My wife and I recently reviewed my 88-year-old mothers finances as it is apparent that she needs help at this stage of her life.  She had lost her ability to monitor her credit card statements because she had forgotten her password.  We discovered she had been making auto-payments to Svelte Media without knowing it since August of 2021, totaling $1323. But she had never logged in or used the membership she was paying for. She thought she was making a small one-time purchase for $29, and somehow ended up on your $49 monthly prescription for a program she never even knew she had.
  We are asking for a full refund of the unused program because we believe Svelte has taken advantage of a senior citizen of advanced age, and we believe this may constitute elder fraud. ***** obviously did not see the fine print. Thats easy to imagine at her age. She saw FREE and probably thought why not.  Given the large number of very similar BBB complaints to Svelte, I have to wonder whether the website was designed to ensnare people like her. I cannot go back and see what she saw. But I am sure that she never meant to sign up for your program as evidenced by the fact that she never logged into the Svelte website.

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

  

  Business Response

  Date: 11/14/2023

  Hello *****,

   

  Upon checking, this was already cancelled. We also issued a refund from July to October charges.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20859755
  
  I am rejecting this response because:  The respondent apparently has not read the original complaint.  Yes, we cancelled the membership subscription on or about 11/3.  Yes, Svelte Media has offered to refund $196, as stated in the original complaint.  However this is not sufficient.  ***** had unknowingly paid Svelte $1323.  We are asking for a full refund.  Once again, here is a recap of the complaint.

  My wife and I recently reviewed my 88-year-old mothers finances as it is apparent that she needs help at this stage of her life.  She had lost her ability to monitor her credit card statements because she had forgotten her password.  We discovered she had been making auto-payments to Svelte Media without knowing it since August of 2021, totaling $1323. But she had never logged in or used the membership she was paying for. She thought she was making a small one-time purchase for $29, and somehow ended up on your $49 monthly prescription for a program she never even knew she had.
  We are asking for a full refund of the unused program, because we believe Svelte has taken advantage of a senior citizen of advanced age and we believe this may constitute elder fraud. ***** obviously did not see the fine print.Thats easy to imagine at her age. She saw FREE and probably thought why not.  Given the large number of very similar BBB complaints to Svelte, I have to wonder whether the website was designed to ensnare people like her. I cannot go back and see what she saw. But I am sure that she never meant to sign up for your program as evidenced by the fact that she never logged into the Svelte website.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Meta Boost program for $29.00 on 4/3/2023. I received a download that I placed on my device. The download includes links to the various parts of the program. The links for the 24 hr. Fat flush and the Belly Blaster programs are no longer working. I receive a 404 error when I try to access them. I have sent to 2 emails thru their site for assistance to fix the links or provide me with new links. I called the phone number provided 3 times. The first call got me to a representative who took my information, but the call then dropped. The next 2 call attempts connected, but dropped immediately. Im not looking for a refund. I would like access to the program that I was guaranteed I would have when I made the purchase.

  

  Business Response

  Date: 11/08/2023

  Hello *****,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  Have you tried using a different browser?

  To underscore our commitment to your satisfaction, we are thrilled to remind you of our 60-day guarantee.
  
  Our 60-Day Guarantee: Your Peace of Mind
  
  We take great pride in the effectiveness and excellence of our training programs and products. If, for any reason, you find that our offerings do not meet your expectations within the first 60 days of your purchase, we invite you to reach out to us. Our dedicated support team is here to assist you every step of the way.
  
  How to Reach Us:
  
  Should you have any questions or concerns, or if you simply wish to explore how to make the most out of your Svelte Training experience, please do not hesitate to contact us. You can reach our friendly and knowledgeable support team via email at ******************************************* We are committed to ensuring your journey with us is seamless and rewarding.
  
  In regard to your review, we understand that this has been a distressing experience, and we genuinely want to make things right for you. Once the issue is resolved to your satisfaction, we kindly ask if you would consider updating or removing your review. Your feedback helps us improve, and we want to ensure that your experience aligns with the high standards we set for ourselves.
  
  To better assist you, could you please provide us with the resolution you would like for this situation?
  
  If there is anything we can do to rectify this situation or assist you further, please don't hesitate to reach out to me directly or through our customer care team. Your satisfaction is important to us, and we're committed to addressing your concerns.
  
  
  Thank you for bringing this to our attention, and we appreciate your understanding and patience.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20841295
  
  I am rejecting this response because: This is nothing but boiler plate lip service. And, yes, Ive tried several browsers with the same result. You obviously did not completely read my complaint as telling me to contact customer support is a part of it. Im on the BBB site because I couldnt reach your customer support. Id be happy to contact you directly as you indicated, but I dont know who YOU are and youve provided no contact information. Im far beyond the 60 day guarantee and was happy with the program as long as I could access it. If a refund is all thats being offered, then fine, refund me. However, I would really prefer the access issue be resolved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/10/2023

  Hello *****,

   

  Thanks for your reply. I totally understand your concern. I provided the support email because upon checking, we never received any emails from *****************. To which email address are you emailing us? 
  So sorry to hear that you are having issues accessing your program. 
  
  Now, please follow these steps to navigate through the website:
  
  When you log in to our portal at ***************************************************, you will be on our home page.
  
  
  
  Scroll down and click on the program you purchased. All your purchases will have an Access Now button. All other programs in the catalog will have a Learn More button.
  
  
  
  When you click on Access Now, the page will take you to your program. There you will see the program list of available programs for download. Additionally, the beginner and intermediate series are available to the right.
  
  
  
  Note: You will only have access to the programs and series you purchased.
  
  If you are using your smartphone the workout videos will be in the three lines I have highlighted below. 
  
  
  
  
  
  The workout manual has a calendar that tells you what to do each day. 
  
  
  
  
  
  
  Please feel free reach out if you need any further assistance!

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one and done but all I keep getting is emails to upgrade no diet program has been issued and just continuous emails to upgrade its a scam as far as Im concerned.

  

  Business Response

  Date: 11/08/2023

  Hello ****,

  Thanks for bringing this to our attention. Is this your only account with us- **************************************? I only see a Metaboost Connection program under this account. Could it be under a different email address? 

  Feel free to message or email to get this sorted out. 

  

  Business Response

  Date: 11/08/2023

  Thanks for bringing this to our attention. Is this your only account with us- **************************************? I only see a Metaboost Connection program under this account. Could it be under a different email address? 

  Feel free to message or email to get this sorted out.
  

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ********************* and I would like to request a refund of unauthorized charges on my credit card. I have noticed a monthly charge of $49.00 from Svelte Media, since 9/2023 (1 payment 9/22/23 ref # ****; one payment 10/21/23 ref # ****). I did agree to the 9/15/23 charge of $29.00 for a hormone profile but did not agree to any ongoing subscription. It's supposed to be a ONE-TIME purchase of $29.00. The e-mail used for this purchase was ************************* I kindly request you refund me the 2 payments of $49.00 and make sure that you cancel and remove my credit card information immediately.

  

  Business Response

  Date: 11/03/2023

  Hello *****,
  
  I hope this email finds you well. I want to sincerely apologize for the inconvenience and frustration you've encountered with our program's billing. Your experience is certainly not reflective of the quality of service we strive to provide, and we're committed to addressing this matter promptly.
  
  The membership is indeed optional and requires active selection on the following page after purchasing One and Done or MetaBoost. This additional membership offers a range of benefits and is billed at $49 per month starting once the free trial period concludes. We appreciate your honesty in sharing your concerns. I want to assure you that your feedback is invaluable to us, and we are actively working to prevent such situations from occurring in the future. Additionally, we would like to clarify that the recurring charges you experienced are likely associated with a subscription that you may have inadvertently signed up for during the registration process. We sincerely apologize for any confusion or lack of clarity in our communication.

  After reviewing your account, I cancelled the One Minute Abs + Svelte Life Series subscription and refunded 2x  $49.
  
  Please allow **** business days to reflect on your statement. A refund confirmation email was also sent to you.
  
  Feel free to reach out again if you are in need of any further assistance.
  
  

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not sure what it is that I am paying $54 a month for, but this amount has been withdrawn from my account for the last 4 months. Please stop thisI can neither afford the service nor figure out what Im supposed to be getting. I am 75, confused by the hype, and not at all interested in obtaining a svelte body, thank you

  

  Business Response

  Date: 11/03/2023

  Hi ******** ,
  
  Thank you for contacting Svelte Training.
  
  I am sorry to hear that you are requesting a refund, however, I am happy to assist.
  
  I am happy to clarify that the  MetaBoost Connection  involves a one-time fee of $29. However, it looks like you also opted into the 7-day free trial of our  Accelerated ************************ membership. This is something that is voluntary and had to be selected on the following page after you purchased One and Done. The membership is billed at $49 per month starting when your free trial period is over. After reviewing your account, I cancelled this subscription and refunded 2x $49.
  
  Please allow **** business days to reflect on your statement. A refund confirmation email was also sent to you.
  
  Feel free to reach out again if you are in need of any further assistance.