ComplaintsforIdeal Protein

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed about a non medical company by the provider within a medical office offering a diet program. My wife spoke with a rep on the phone June 16th and set up a meeting to gather info. During that call t was explained that the meals were included in program. I met with an Ideal Protein rep on June 23, 2021 to learn about the program. I was not informed that at that meeting purchases were nonrefundable. I left still uncertain how program worked but based on the bag of items, 1 box of chili, 1 box of oatmeal that wasn't enough food for a weeks worth of meals. My wife called the rep several times left detailed messages to cancel. She finally reached Marsha 6/29/21 told her this program was not a good fit for me and requested a refund, return of unopened products. Per that conversation, the rep refused claiming the products are not refundable. I reviewed all of my notes and paperwork and receipt and nowhere does it say that this is nonrefundable.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/27) */ Hello Sir, First off, let me thank you and your wife for taking an interest in Ideal Protein. That being said, I sincerely apologize for the experience you have had with one of our independently owned and operated clinics/centers. I can assure you one of our client relations specialists will be contacting you within 24 hours to do our best to make this right. Regards, Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still waiting to be contacted from company. Business Response /* (4000, 9, 2021/11/12) */ Thank you for the chance to respond. We are the medical practice that offers a wellness program to our patients to help in treatment of their disease. There is some confusion what he is alleging. I would like to state that the patient called the coach 1 week after his appointment to say that he did not like the food and did not want to write in a journal. There was no mention of there not being enough food, supplements too big or confusion on the part of the patient as to how the program worked. He simply changed his mind. It has never been our policy to refund a patient if they have taken the product home. This would have been gone over with him at his first visit. There was a consultation which would have taken anywhere from 40 minutes to close to an hour to again review the program and he then agreed to participate in the program. I have attached a copy of the signed agreement for participation and fees for your review. We ask that at this time, that the complaint be dismissed after review of the documentation and find that he agreed to the responsibility and fees of the program. Business Response /* (4000, 12, 2021/11/18) */ Tina M. (Ideal Protein) Nov 18, 2021, 11:18 AM EST Good morning T., Happy Thursday! I would like to provide an update on the current complaint. I have left several voice messages for the client (***** ****) with no call backs. We were working on the matter with the clinic in trying to get this matter resolved for him. I also asked him in a voice message to change to name on the business complaint to the clinic and to remove Ideal Protein from the BBB complaint. We are not a Franchise and all clinics are independently owned and managed. The clients only do business with the clinics. We have proof if its is needed, we can definitely provide at your request. We would appreciate if our name was removed from this complaint. Clinic information: ************* *********** **** **** * ******** **** ***** * ********* ** XXXXX Please let me know if you have any questions or concerns. Thank you and have a great day! Tina Client Relations Specialist / Spécialiste en Relations Clients Consumer Response /* (4200, 14, 2021/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Sir/Madam: I was not informed before, during or after the presentation that purchased unopened products were not refundable. There is nothing in writing that states this either. I simply requested that these unopened products be returned and refunded and to please inform potential customers. The "company" wishing to be rebranded in this minor transaction dispute is not fair to the "clinic". I do not have any issue with the clinic. The materials I was given during the presentation appointment does not have any "clinic" identifiers as the business. Secondly, I have not received one call, voicemail, email or any other forms of communication from the client relations specialist. Before reaching out to the BBB, I spoke with several people with the company prior to contacting the BBB and at no point was I referred to a "client relations specialist" to assist in resolving the matter. Respectfully, Customer

*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. ↩