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:08/17/2023

  Type:Sales and Advertising 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 a program for $29 and declined all other offers and yet was charged $49 on or about July 16 and again on or about August 15th when I had already declined any other services and did not authorize them to charge my card. I went through the steps to cancel any subscription they had me down for, despite me having declined everything from the beginning. They had no right to still charge my card for two months without me knowing or having purchased anything from them and having declined any other services.

  

  Business Response

  Date: 08/25/2023

  Dear *****,
  
  I want to begin by expressing our sincerest apologies for the inconvenience and confusion you've experienced with your recent charges. I understand how important transparency and clarity are when it comes to subscription services, and I'm here to address the issue and provide a resolution.
  
  After reviewing your account and the details you've shared, I'd like to offer the following steps to rectify the situation:
  
  Refund Process: We have initiated the refund process for the unauthorized charges of $49 on both July 16 and August 15. We understand the significance of this issue and want to assure you that we take it seriously. Please allow a few business days for the refunds to be processed and reflected in your account.
  
  Clarification of Offers: We apologize for any confusion that *** have arisen during the purchase process. We understand how important it is for our customers to clearly understand the terms of their purchases. We are reviewing our communication to ensure that our customers are well-informed about the offers they are considering.
  
  Cancellation Confirmation: We've noted that you've taken steps to cancel any subscriptions associated with your account. Rest assured that we have also confirmed the cancellation to prevent any further charges.
  
  Customer Support: If you have any further questions, concerns, or if you would like to discuss your experience in more detail, please feel free to reach out to our customer support team at ******************************************* We're here to assist you and provide the necessary information.
  
  We deeply regret any confusion that *** have arisen during the sign-up process. Your feedback is invaluable, and we appreciate your willingness to bring this matter to our attention. We genuinely hope to have the opportunity to restore your trust in our services and provide you with a more positive experience moving forward.
  
  Thank you for your patience and understanding as we work to resolve this issue promptly.
  
  
  
  Best, 
  
  *****
  Customer Support Manager
  **********************

• Initial Complaint

  Date:08/16/2023

  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.

  To Whom it may concern,I have tried repeatedly to contact someone at your office *************) without success. I am requesting a refund for the amount of $236.48 for the unauthorized charges to my credit card. This does not include the $29.00 one-time payment for the MetaBoost Connection program. This was advertised to be a ONE-TIME purchase of $29.00 nothing more was ever stated, nor suggested that this was a monthly fee subscription. My card was charged the following dates: June 1st - $39.60 (one time fee which was supposed to be $29.00)June 8th - $65.62 July 8th - $65.61 Aug 7th - $65.65 The e-mail used for this purchase was ************************ All upselling offers during the purchase process were declined. The purchase was ONLY for the one-time fee. Nothing more! A refund for the total of $236.48 is strongly requested and as such CANCEL and REMOVE my credit card information immediately!I can be reached at ************** and by this email. Please note that I am making a complaint to the Better Business Bureau (BBB) as where countless others have done so due to the unethical business practices of Svelte Media **** and the MetaBoost Connection Program.********************************

  

  Business Response

  Date: 08/25/2023

  Dear ****,
  
  I hope this message finds you well. I want to sincerely apologize for the inconvenience you've experienced and any difficulties you faced in reaching our office. I'm writing to address your concerns regarding the unauthorized charges on your credit card for the MetaBoost Connection program.
  
  Upon reviewing your account, I'm pleased to inform you that we have taken immediate action to resolve the issue:
  
  Refund Issued: We have processed refunds for the unauthorized charges that were made in June, July, and August ($49 each). The refund process typically takes a few business days to reflect in your account. The June and July charges were refunded in August 17th since you contacted our Customer Support directly. 
  
  Cancellation of Subscription: As requested, we have canceled your subscription for the MetaBoost Connection program and removed your credit card information from our system to ensure no further charges occur.
  
  I want to apologize for the confusion and frustration you experienced due to the unexpected charges. It's never our intention to cause such inconvenience to our valued customers. We appreciate your patience and understanding as we worked to resolve this matter.
  
  Should you have any further questions or concerns, or if you need any assistance in the future, please don't hesitate to reach out to our customer support team. Your satisfaction is important to us, and we're here to assist you.
  
  Thank you for giving us the opportunity to address this issue and for your continued support. We hope to have the chance to restore your trust in our services.
  
  

  Best,
  
  *****
  Customer Support Manager
  **********************

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising 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.

  Svelte training ripped Me off for $600. Their advertising is misleading and I am not the only person who has been ripped off if you look at the reviews.They mislead you into taking the program for free and then essentially steal your money.I think this company needs to be investigated. I would like my money!

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising 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 struggle with overweight issues. On the evening of July 28, 2023, I ordered the meta boost program total was about $31. I was offer an additional program free for 7 days. I accepted it and I cancelled it on July 4, w2023 I cancelled. July 5 I noticed that they had charged my card $52. I called to questioned why I was charged. I was told that I had to cancel 12 hours before billing. I never read that anywhere. I feel that this is a scam counting on people not cancelling on time. I want my $52 returned to my card. They prey on my weak desire to find something to help me with my struggle to lose weight. How heartless and lack of integrity.

  

  Business Response

  Date: 08/25/2023

  Dear ***********,
  
  I want to begin by expressing my deepest apologies for the inconvenience and frustration you've experienced in relation to the charges you encountered. Please know that we take your concerns seriously, and I'm here to address the matter and provide a resolution.
  
  Upon reviewing your account and the details you've provided, I'd like to offer the following steps to address the issue:
  
  Refund Process: We have initiated the refund process for the unauthorized charge of $52 that occurred on August 5, 2023. Please allow a few business days for the refund to reflect in your account. 
  
  Communication and Transparency: We understand the importance of clear communication and transparency in our offers. I'm sorry to hear that there was confusion regarding the cancellation process. We're committed to improving our communication to ensure that our customers fully understand the terms and conditions associated with our programs.
  
  Customer Support: If you have any further questions, concerns, or if you would like to discuss your experience in more detail, please feel free to reach out to our customer support team at ******************************************* We're here to assist you and provide you with the necessary information.
  
  We understand how important your journey towards healthier living is, and we want to ensure that your experience with us is a positive and supportive one. Your feedback is invaluable to us, and we appreciate your willingness to share your experience.
  
  Thank you for your patience and understanding. We hope to have the opportunity to restore your trust in our services and provide you with a more positive experience moving forward.
  
  Best, 
  
  *****
  Customer Support Manager
  **********************
  
  

  Customer Answer

  Date: 08/25/2023

   
  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.
  
  Sincerely,
  
  Acquainetta Street

• Initial Complaint

  Date:08/05/2023

  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.

  On August 4th I purchased the $29 package only to find out that I am unable to access anything but a page to order more information. I do not want any more information, your initial video is very misleading. I am requesting a refund and to be removed from your system.

  

  Business Response

  Date: 08/25/2023

  Dear *******,
  
  I hope this message finds you well. I wanted to reach out to address your concerns regarding the access issues you faced after purchasing the $29 package from us. I apologize for any confusion or frustration you've experienced and want to assure you that your satisfaction is of utmost importance to us.
  
  Upon reviewing your account, I'm glad to confirm that the following actions have been taken:
  
  Refund Processed: We have processed a full refund for the $29 package that you purchased on August 4th. The refund should be reflected in your account within a few business days.
  
  Account Cancellation: As requested, we have removed your account from our system. This ensures that you will not receive any further communications or charges from us.
  
  We deeply regret any inconvenience this may have caused and want to thank you for bringing this matter to our attention. We appreciate your feedback, as it helps us improve our services and prevent similar issues from arising in the future.
  
  If you have any further questions or concerns, or if there's anything else we can assist you with, please don't hesitate to reach out to our customer support team at ******************************************** Your satisfaction remains our priority, and we are here to help.
  
  Thank you for giving us the opportunity to address this issue, and we hope that your future experiences with us will be positive ones.
  
  
  Best,
  
  *****
  Customer Support Manager
  **********************
  
  

• Initial Complaint

  Date:08/03/2023

  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 a program, but Im getting messages from my bank that Svelte wants to charge me for another program that I did not sign to it, with 49 $. I just accessed my program, meta program and I dont want to receive alerts from my bank that this company wants to charge me, I thought it was a serious and fair company. When I checked all my subscriptions, it says that I do not have a subscription to another program yet I receive messages from my bank for another program. Please make it right and do not charge me for another program that I initially bought

  

  Business Response

  Date: 08/25/2023

  Hello ******,
  
  I hope this message finds you well. I would like to extend our apologies for any inconvenience you've encountered regarding the unexpected charges from SVELTE. Please allow me to address your concerns and assure you that we take your feedback seriously.
  
  Upon thorough review of your account, I'm pleased to inform you that the following actions have been taken:
  
  Refund and Cancellation: We have processed an immediate refund for the unauthorized charge of $49 that you mentioned on August 9th. Additionally, we have confirmed that no further charges will be incurred for any other program. Your initial purchase of the meta program is the only charge that you will see from us.
  
  Subscription Cancellation: As requested, we have canceled any potential subscription associated with the program you did not sign up for. You should no longer receive any alerts from your bank regarding this matter.
  
  We understand the frustration this situation has caused and want to emphasize that we are committed to rectifying any errors and providing a satisfactory resolution for you.
  
  If you have any further questions or concerns, or if you require additional assistance, please don't hesitate to reach out to our dedicated customer support team at ******************************************* We value your satisfaction and are here to help.
  
  Thank you for bringing this matter to our attention, and we hope to regain your trust through our continued commitment to excellent service.
  
  Best regards,
  
  *****
  Customer Support Manager
  **********************

• Initial Complaint

  Date:07/27/2023

  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 registered with Svelte media, I paid an amount ($30.89) on 04/28/2023 which was a one time deal. (They even refer to the name "One and Done.") I discovered I was charged $52.19 on 05/05/2023 and again on 07/04/2023 on my credit card. I didn't know it was a monthly subscription; I have since followed a link provided on their site and hopefully successfully cancelled this subscription. I do not have faith in this company. I would like to be fully refunded for the two extra charges and confirm that the subscription is indeed cancelled. NOWHERE during the sign up process was this made clear- as I would NOT have agreed to a monthly subscription that automatically charges my credit card. Thank you for your assistance in this matter.

  

  Business Response

  Date: 08/25/2023

  Dear ***,
  
  I want to begin by expressing our sincerest apologies for the inconvenience and confusion you've experienced with your recent charges. I understand how important transparency and clarity are when it comes to subscription services, and I'm here to address the issue and provide a resolution.
  
  After reviewing your account and the details you've shared, I'd like to offer the following steps to rectify the situation:
  
  Refund Process: We have initiated the refund process for the unauthorized charges of $52.19 on 05/05/2023 and 07/04/2023. Please allow a few business days for the refunds to be processed and reflected in your account.
  
  Cancellation Confirmation: We acknowledge that you've taken steps to cancel your subscription. Rest assured that we have also reviewed and confirmed the cancellation of your subscription to prevent any further charges.
  
  Improving Communication: We understand the importance of transparent communication, especially when it comes to subscription services. We're actively working to enhance our messaging to ensure that our customers fully understand the terms of the programs they are signing up for.
  
  Customer Support: If you have any further questions, concerns, or if you would like to discuss your experience in more detail, please feel free to reach out to our customer support team at  ******************************************* We're here to assist you and provide the necessary information.
  
  We deeply regret any confusion that *** have arisen during the sign-up process. Your feedback is invaluable, and we appreciate your willingness to bring this matter to our attention. We genuinely hope to have the opportunity to restore your trust in our services and provide you with a more positive experience moving forward.
  
  Thank you for your patience and understanding as we work to resolve this issue promptly.
  
  
  
  Best, 
  
  *****
  Customer Support Manager
  **********************
  
  

  Customer Answer

  Date: 08/27/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/19/2023

  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.

  I saw an ad for the MetaBoost Connection Program which was advertised as a digital health program that had a one time membership feel of $29. On July 19th 2023, I went to the website and I entered my information including payment information and I order the program. I clicked next, and then it told me that the program was actually $199 so I did not continue on this website. My credit card was charged and I didn't receive the digital program. Then I tried another website to order the program and the same thing happened. My card was charged $30 and did not receive the program. I tried to contact them, but I don't think that it worked because the page didn't do anything when I clicked on the box to submit the request. The website that I was redirected to was svtrain.com.

  

  Business Response

  Date: 08/25/2023

  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. I refunded the $49 charge back to your account and it might take a few days to reflect. I also, cancelled your recurring subscription with the program. 
  
  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? 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.

   

  Regards,

  *****

  Customer Support Manager

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

• Initial Complaint

  Date:07/17/2023

  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.

  Hello,My name is *********************** and I would like to request e refund of an unauthorized charge on my debit card. I have noticed a charge of $49 from Svelte Media, Inc. that I have not authorized on July 16th, 2023. On May 29th, 2023 I bought the Metaboost program. It's supposed to be a ONE-TIME purchase of $29. The e-mail used for this purchase was ********************* I have declined all the upselling offers during the purchase process, so I kindly request you refund me the $49 and make sure that you cancel and remove my credit card information immediately.Looking forward to hearing from you very soon!It is really worrying, the number of unauthorized charges that are reported with your company. It is evident that you take advantage of tour structure to see who falls.It is not possible that so many people have the same problem with you.

  

  Business Response

  Date: 07/18/2023

  Hi *****, 
  
  The customer canceled her subscription and I have successfully issued the refund.  Email sent to the customer to advise. 
  
  Please see details below, 
  

  07/18/2023 10:41am By ******************** - Refunded - $49.00 Trans-ID: **********
  07/18/2023 10:41am By ******************** - Refund for $49.00 sent to TaxJar

• Initial Complaint

  Date:07/10/2023

  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.

  I cannot access my account

  

  Business Response

  Date: 07/18/2023

  Hi *****,
  
  I reset the customer's email and password and sent an email so that she can access her account.