Complaints

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

• Initial Complaint

  Date:02/06/2023

  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 don't know the date of the transaction, as I didn't even know I had a subscription. I assume this was something I started years ago as a 7 day free trial which I then canceled right away. I believe I have been charged $49 month for years! I have not ever used this service! I just realized this charge, as I don't pay the credit card bills, my husband does, but I just saw this charge today!I would like a Full refund as this is a total SCAM!!

  

  Business Response

  Date: 06/23/2023

  she emailed in for cancellation; however, the cx was canceled. The customer is out of the 60 days as well as the 120 days.
  used a different email address when she opted for the trial and was not canceled so it turned to a monthly subscription. 

  sent email to customer that the subscription has been canceled. 2/6
  
  

• Initial Complaint

  Date:01/26/2023

  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.

  Dates of unauthorized purchases on my credit card statement : September 12 October 12 November 11 This is the information they provided me regarding a refund never received: $41.00 Trans-ID: ********** $49.00 Trans-ID: ********** $49.00 Trans-ID: ********** $49.00 Trans-ID: ********** November 19th I was told I would receive a full refund in the total of $188.00 US and never did receive this even though I asked them numerous times. December 28th I was still asking for my refund. They claimed it was through my bank but when I questioned them on what bank, what account and most importantly how did they get that information they never responded. Found this website regarding others in the same position as myself: ******************************************************************* Screenshots of all the emails back and forth with them. Email of the transaction provided in screenshot

  

  Business Response

  Date: 02/15/2023

  The customer's account was fully refunded  of all the charges on two different occasions when she contacted us. She was refunded 2 $49 charges on 11/19/2022 at 03:03pm and 03:04pm and 1 $49 charge and a $41 charge on 12/28/2022 at 06:53pm and 07:01pm respectively. The customer was also advised that refunds take **** business days to reflect on her account depending on how quickly her bank processes those refunds. The customer was also provided with transaction IDs for each refund. If the customer is having issues with receiving her refunds the bank will have to advise the cx on that.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18936634
  
  I am rejecting this response because: I have included a letter from my bank indicating there have been no deposits of said amounts in my bank account nor are deposits from a source able to be completed without a bank account which was never provided to the company. The letter is dated on January 28 2023 by the bank associate. 
  

  Another screenshot was provided by a person who has had a similar experience of unauthorized payments made on a credit card relating to how the company operates. 
  

  The company has not provided me with any official documents indicating the money was returned except a written email of transaction numbers that my bank does not have any record of. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/09/2023

  As per our telephone conversation earlier, I will provide you with the refund transaction IDs as promised.
  
  Refunded - $41.00 Trans-ID: **********
  Refunded - $49.00 Trans-ID: **********
  Refunded - $49.00 Trans-ID: **********
  Refunded - $49.00 Trans-ID: **********
  
  The list above is with all the refund transaction that was processed successfully to the customer.
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18936634
  
  I am rejecting this response because as my letter from my bank indicates no refunds of the amount were put in my bank nor can a refund be returned without my account information which I have indicated through emails. 
  

  I have included the emails I sent on how since January there has been no refund. 
  

  I have also included emails from the BBB regarding no refunds at this time. 
  

  The company has not refunded the money. the transaction ID numbers are written in an email format if there is a refund I have not received any documentation from their bank issuing this refund to show their bank account has deposited this money. 

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

• Initial Complaint

  Date:11/26/2022

  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.

  I saw an ad by *************************** for her meta boost program. After watching the video I thought about purchasing this program for a one time fee of $29. They said there would be a box to check to sign up for a trial of 5-7 days for a different program. If you checked the box you agreed to pay $49 a month. I NEVER sign up for trials because I know I will forget to cancel them. I think it is possible that the box was checked and wouldnt let you uncheck it. I clicked out of the program thinking I hadnt purchased anything because I never confirmed or submitted I just got out. I never received a confirmation # or email that I purchased the meta boost program or how to use it. My husband found the charge on our cc bill, not sure how he didnt catch it sooner. I looked up svtrain.com and it was ***************************** Svelte Training website! Sure enough they had been charging us for 5 months for the $49 program I never signed up for! We called and at first they would only refund back 60 days, but after I asked for a supervisor the cs person said they could do 120 days. They refused to refund the 5th charge. How can people be ok with scamming you and basically stealing from you?!! To me thats credit card fraud.*******************

  

  Business Response

  Date: 12/11/2022

  Hi *****,

  As we explained when you called back in November, our system shows that you had selected to be apart of the 7 days free trial to the Accelerated Body *******************. This is after you would have signed up and entered your CC information for the Metaboost Connection Program. You never received your login information or the email confirming that you are apart of the free trial because you entered your email address incorrectly into our systems. 

  We did advise you of our 60 day money-back guarantee and you were refunded, we even went ahead as a one-time courtesy to you and refunded you up to 120 days which was four(4) of the $49 charges to your account and cancel your subscription. 

  We do apologize for the inconvenience but we have assisted you the best we can.

  Best Regards,

  *****

  Customer Answer

  Date: 12/12/2022

   
  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:11/23/2022

  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.

  Since mars 2 2021 I was charged ! I just notice today 23-11-22 . Its been more than a year a pay for something I didnt want ! I want all my money back

  

  Business Response

  Date: 12/15/2022

  Hi there. The customer had initially availed of the One and Done Workout Program on 02/23/2021. This has a one time fee of $29. With this, the customer opted to avail of the 7 day free trial for the One Minute Abs + Svelte Life Series. This is something that customers tick on voluntarily on the check out page should they want it. It is noted and mentioned in the terms, that once the 7 day trial is over and the customer had not cancelled of it, they will be charged the monthly $19.95 for usage of the same program. Customer called in saying they were not aware of the charges made to their account. Customer was offered retention but she declined the offer. Customer has been granted refund in line with our 60 day Money Back Guarantee. We even extended the refund and terms to 120 days. That is double the terms that we follow for our money back guarantee. We have processed refund in the amount of $79.80 (4 months worth) back to the card on file. We have also stopped recurring charges on the customer's account.

• Initial Complaint

  Date:11/21/2022

  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 ordered an excercise program with a onetime charge, on July 17, 2022. I was then charged ***** for the past 4 months. I did not sign up for an ongoing service, and had no idea that they signed me up for a monthly service. In their emails, they never acknowledged that they were continuing to charge my debit card ***** a month. I am out ****** for something I never used. They mislead consumers into thinking there's a onetime charge and then continue taking money from our accounts with no communication or receipt of their charges. This company is knowingly stealing from people that put their trust in them, by ordering a product and unfortunately giving them access to their funds. They then take money, without communicating to the customers of their deceitful actions. This company should be shut down, they certainly do not deserve an A- rating. There's numerous complaints, identical to mine, they are obviously intentionally stealing people's money.

  

  Business Response

  Date: 12/03/2022

  The customer ordered the One and Done Workout program for $29 on 07/17/2022. On that same transaction, customer also availed of the ***** free trial of the One MInute Abs + Svelte Life Series Program, which in after 7 days and the customer does not cancel their subscription to this, they will be charged $29 monthly for the said program. This is something that they voluntarily tick off when they avail of the 7 day free trial. Most would often forget or miss about the note that it comes with saying that after the 7 day free trial, they will be charged monthly for the program if they're not able to cancel subscription to the trial. We understand that in some cases, customers may miss that. This is why we are always honoring a refund request within our 60-day moneyback guarantee period. In this case, we'll double it by extending the refund to 120 days. We shall process refund in the amount of $196 that will be returned to the customer's card on file. 
  
  
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  On Feb 20,2020 I purchased an exercise download called One and Done from Svelte. After that date my account has been charged $49 per month without my knowledge. On Feb 20,2021 I again ordered from them for Metaboost(not even sure what that was). But I used my husband's bank card number and $49 has been taken out also. I was unaware of these transactions until yesterday (11/20/22). Then I proceeded to look at my account back to *** of 2021. That's all my account showed me. That amounts to over $1,000.00. I've called the company and they cancelled whatever they had me on. And are refunding back four months($378). Do I have any legal recourse? I have been taken advantage of as I was unaware of these withdrawals and got nothing for it. Can you help me get refunded the full amount? Would appreciate any help. *****************************

  

  Business Response

  Date: 11/30/2022

  I am seeing that ***************************** purchased our One and Done product on 11/20/2020 for $29 and when purchasing she was given an offer to get access to our Accelerated Body ******************* (Svelte Life Series) on a 7 day free trial. In order to take advantage of this offer, she was required to check a box. The offer also mentioned that if the customer doesn't log into their dashboard and cancel before the end of the 7 days trial or contact our *************************** requesting cancellation within that time period, she would automatically be enrolled in the monthly recurring subscription for $49. She reached out to us in February of 2022 to make an additional purchase of our Metaboost Connection program and at that time did not indicate that she would like to cancel her Accelerated Body ******************* (Svelte Life Series). When she reached out to us in November of 2022 and indicated that she would like to cancel her Accelerated Body ******************* (Svelte Life Series) membership we refunded her according to our 60 day money back guarantee as stated on our website and then refunded an additional 2 months as we empathized with her concerns. At the moment we have exhausted our refund guidelines and are unable to assist with further refunds. However, we are willing to provide the member with lifetime access to the Accelerated Body ******************* (Svelte Life Series) since she has paid for access for the past 2 years and did not use it. This is offer purely as a courtesy. Keep in mind that when a customer pays for the Accelerated Body ******************* (Svelte Life Series) on a monthly basis, they are paying for access and not usage. 

  Customer Answer

  Date: 12/06/2022

   
  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:08/16/2022

  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 January of 2021 I purchased a training program from Svelte Training. I used it for a month and realized it was not for me. I canceled the program. They claim that I did not. I being charged every month after I have requested for this charges to stopped. I didnt pay attention because I had called to cancel and they told me that they would. I called again to make the stop the charges and again the told me that I have never call before to cancel. So they say again on 8/12/22 that I never called before to cancel. The say that they will stop this charges from today forward When I asked to send me a confirmation email about the cancellation, they said that they will send me an email on how to cancel. I told them that I was confused, you just told me that the charges were canceled with this phone call and now you are saying that you will send me an email on how to cancel? I told them that the call should be enough to cancel and all that I was asking was for a confirmation that they will not charge my bank account any more. The email that they sent me said the following:This email is to inform you that your Accelerated Body ******************* (US-REC-M-7DT) subscription originally purchased on 08/03/2022 02:47pm was successfully cancelled. You will not incur any future ********.No further action is needed. However, if you have any questions about this notification or if you feel you are receiving this in error, please feel free to contact our **************** team.I asked for a refund from the charges of March 2021 till August 2022 and they did not honor it.

  

  Business Response

  Date: 08/19/2022

  Hey there! We are so sorry that you had such a negative experience. We do inform consumers of the recurring costs at the time of purchase, but we are always happy to ***** a refund request within our 60 day money back guarantee period because we recognize that occasionally a customer may miss that. I see that we extended it to 120 days in your situation, which is a double of that (twice is the normal amount). Since we have reached the limit of our reimbursement ability, we are willing to assist in any other way that is practicable. For all the inconvenience cause I've given you lifetime access to some of our great programs!