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:01/16/2025

  Type:Order 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.

  Back in November of 2024 I had an onboarding introductory call with their **** ******* *****, through a video call, in which I was told about their Breakthrough coaching program. I've gone through many other business coaching programs and wanted to learn more about how their Breakthrough program worked. I asked lots of questions. But when specifically asking how their 12-month agreement worked, I asked if I would obligated to 12 months of this. He explained how if I were to go through the complete program, that is how I would achieve the best results. I kept on this, asking if I would be obligated if I truly believed that I was not getting value out of this. After which ****** finally relented by stating, "I WILL NOT HOLD YOU TO IT." With that, I agreed to give this a try. ****** obtained my information, along with asking for my social security number, and then asking me to agree to a credit check. I expressed how that seemed suspicious, as I've never had any other coaching service ask me for ******* I began the Breakthrough program, I saw that lot of the information was content that I've seen before or had gone through with other programs, as I could read ahead to see what was to come. But I proceeded to follow the steps and did it for 4 weeks.After that time, I reached out to ****** to express that this was just a rudimentary personal training 101 course. As someone who's been in business over 30 years I reiterated that much of the content was the same as I learned from others and that I was not learning anything new. But only to get the reply, "I don't handle this. Please email support."***** Veracruz picked up our conversation and urged me to continue with the program. After numerous emails back and forth, I expressed that I would only be satisfied if we end our agreement. ***** kept urging me to continue with the program, sounding like a broken record, refusing to end our agreement. And ****** has said nothing more about this. Just end this agreement!

  Business Response

  Date: 01/17/2025

  
  Dear Better Business Bureau Representative,

  
  We appreciate the opportunity to respond to Mr. ***** complaint regarding his participation in the NPE Accelerator program. While we regret that he is dissatisfied with his experience, we would like to provide clarity on his sales call, contractual obligations, financing process with ***************, and the support we have provided.

  
  1. Enrollment and Agreement Terms
  Mr. **** participated in a sales call with our team member, ****** *****, in November 2024 to learn more about the NPE Accelerator program and how it could help him recover and grow his fitness business. During this call, Mr. **** expressed that his business had not yet recovered from the impact of COVID-19, that he was currently earning only $1,000 per month, and that his goal was to grow to $10,000 per month.
  ****** explained that the 12-month Accelerator program was designed to provide the time, structure, and coaching support necessary to achieve sustainable business growth. Mr. **** voluntarily signed a legally binding 12-month agreement, which clearly outlined the terms of the program, including financial obligations and the absence of a cancellation option.

  
  2. Financing Through Noreast Capital
  Mr. **** states that he was asked for his social security number and required to complete a credit check, which he found unusual for a coaching program. However, this was not an NPE requirementit was a standard process required by ***************, the third-party financing company Mr. **** used to fund his participation in the program.
  *************** operates as a business financing provider, and as with any financing agreement, a credit check was required to secure funding. Mr. **** agreed to this process and moved forward with financing his enrollment through ********

  
  3. Stopping Payments with Noreast Capital
  Mr. **** later contacted *************** directly and requested that they stop drafting payments. However, it is important to clarify:
  This does not release him from his financial obligation under the agreement.
  The 12-month contract remains legally binding, and full payment is still required.
  *************** has confirmed that they will pursue this matter to recover the outstanding balance.
  His financing arrangement with Noreast was simply the method through which he fulfilled his payment obligationit does not change the contractual commitment he made when signing the agreement.

  
  4. Addressing Concerns About Program Value
  Mr. **** stated that he did not find the program beneficial after four weeks, citing that much of the content was similar to past programs he had taken. However, he initially sought out NPE because his business was generating only $1,000 per month, and he had not been able to recover since COVID-19. His stated goal was to grow to $10,000 per month, and the 12-month Accelerator program was designed to help him achieve that goal.
  The BREAKTHROUGH program is the first 90 days of the 12-month Accelerator program and is specifically designed to:
  Establish a strong sales and marketing foundation to increase revenue.
  Provide a clear, step-by-step process to help business owners sign more clients.
  Deliver structured coaching and accountability to ensure consistent business growth.
  While Mr. **** has stated that he was familiar with some of the programs content, the effectiveness of the program is in consistent application and engagement in coaching. Many fitness professionalsincluding those with 30+ years of experiencehave followed the program and grown their revenue to $15,000 per month or more by implementing the strategies provided.

  
  5. Change in Priorities and Request for Cancellation
  After enrolling, Mr. **** informed us that he wanted to shift his focus away from growing his fitness business to publishing a book and launching an invention. While we respect his decision to pursue these endeavors, this does not change the 12-month agreement he signed.
  The program was designed to help him recover his business post-COVID and increase his revenue, which he initially stated was his priority. However, when his focus changed, he requested to cancel his agreement. As clearly stated in the contract, there is no early termination option.

  
  6. Communication and Additional Support Provided
  Mr. **** also expressed concerns about delayed responses. It is important to clarify that he specifically requested that his case be escalated to the leadership team. In response to his request, ***** Veracruz took the necessary time to bring the matter to leadership for review before responding.
  Additionally, although 1:1 coaching calls are not included as part of the NPE Accelerator program, we made an exception and provided him with a personalized 1:1 coaching call with ***** to further support his success and address his concerns.

  
  7. Request for Resolution
  The 12-month agreement remains in effect and has not been breached by NPE. While we understand that Mr. **** has chosen to prioritize other endeavors, his contractual obligation to the program remains unchanged. (Agreement attached)
  Additionally, *************** has confirmed that they will pursue this matter to recover the outstanding balance.
  We respectfully request that this complaint be closed.
  If any additional information is required, we are happy to provide further documentation.
  Sincerely,

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

  NPE 

  
  
  

  
  

  Customer Answer

  Date: 01/18/2025

  Complaint: 22821536
  
  I am rejecting this response because:

  When having the initial call with ****** *****, I was never given the opportunity to even get a visual glimpse of what their program was really about. Others programs I've done always provided a preview of a written framework or blueprint of sorts that described their programs and what could be expected from it. Though Mr. ***** answered many of my questions and tried to describe their Breakthrough program, that didn't give me much of a framework for how the parts would come together.
  Even still, my last question regarding their 12 month agreement, I kept emphasizing if I would be obligated to abide with if I felt I was not getting value from this. Mr. ****** response, "I WILL NOT HOLD YOU TO IT." would constitute a legally binding verbal agreement. I stated that would be the only way I would agree to this before committing to paying $5,000. The fact that Mr. ***** has remained silent throughout these discussions I find very suspicious.

  While I did state that I would like to acquire more training clients, I do also have other sources of income. Therefore, income from training clients need not be high priority, as there are many more aspects to my business, as even Ms. ****** and Ms. ******** have acknowledged. With that in mind, I suggested to Ms. ******** to perhaps try meeting half way and consider working with some other aspects of my business, rather that just requiring me to got through another rudimentary personal training course. In one of my communications I asked some of the following questions:
  
  You say you have website designers. I have another website that is built on a custom platform,with custom codes. Are any of your designers computer engineers? Only designers who are computer engineers will be able to understand it. Not a lot will need to be done to it. But some updates will be needed.
  
  Do you have graphic designers who can tailor messages with my specialty services in mind?(My specialties being injury and chronic disease recovery)
  
  I regularly make videos whether they be instructional, commercials, or some silly parody. Do you have video specialists who can assist in this process?
  
  Can anyone on your team render CAD drawings?
  
  Ms. ******** stated these services are not offered and continued with her usual script of "Committing to the process", "Supporting your success", that was repeated throughout a number of her email messages. By the way, we did have a 1-on-1 video call. She did most of the talking and I never had the chance to ask my questions. Therefore, having another 1-on-1 meeting would not be warranted. The point I'm making here is that if NPE really aimed to "support my success", they would try to better understand where I'm next aiming to take my business.
  
  I stated that there's much more that goes on in the health and fitness business besides just training clients. The bottom line being that if I'm going to be put on the hook for $5K, I will expect to get a return for that. And rather than forcing me to go through a program that I'm already familiar with, would it be reasonable to work in some of these other elements instead?
  
  In conclusion, I will kindly ask once again to please cancel our agreement. Given all this, honestly, I have no desire to continue working with NPE, even if they agreed to meet some of these other suggestions I listed.This experience has left me very bitter, as this has wasted a lot of my precious time. It's quite obvious the representatives of NPE do not care about customer service, as they do not address their customer grievances in a caring manner.
  
  Sincerely,
  
  ***** ****** Eehn

  Business Response

  Date: 01/22/2025

  Dear Better Business Bureau Representative,

  
  We appreciate the opportunity to provide further clarification regarding Mr. ***** concerns. While we regret that he remains dissatisfied, we stand by the accuracy of our initial response and the contractual obligations that remain in effect. Below, we will address the new points he has raised.

  
  1. Claims of Misrepresentation in the Sales Process
  Mr. **** asserts that he was not given a visual glimpse of the program before enrolling. While we do not provide a full preview of the program content prior to enrollment, our sales process is structured to ensure transparency. During his sales call with ****** ****** Mr. ************ provided with a detailed explanation of the 12-month Accelerator program and its structure.
  Had the opportunity to ask questions, which he confirms ****** answered in detail.
  Received a clear explanation that success in the program requires completing the full process.
  At no point was Mr. **** promised an early cancellation option, nor do we have any record of a verbal agreement allowing such. The legally binding agreement he signed explicitly outlines a 12-month financial commitment with no opt-out provision.

  
  2. The Legally Binding Agreement
  Mr. **** continues to claim that ****** ***** stated, I WILL NOT HOLD YOU TO IT, and that this constitutes a verbal contract overriding the signed agreement. However:
  There is no documented evidence of this statement.
  All clients sign a written contract that clearly outlines the 12-month commitment and financial obligations.
  Written agreements supersede verbal statements in contract law.
  If Mr. **** believed his ability to exit the contract early was a condition of his participation, he had the opportunity to request this in writing before signing. He did not do so.

  
  3. Business Priorities and Expectations of Services
  Mr. **** now states that acquiring training clients was not a high priority for him and that he requested alternative services, such as:
  Website development (including engineers to modify his custom-coded website)
  Graphic design for specialty messaging
  Video production support
  CAD drawing services
  These are not services offered in the NPE Accelerator program, nor were they ever advertised as part of our coaching.
  Mr. **** originally joined the program because he wanted to grow his fitness business from $1,000 per month to $10,000 per month. The BREAKTHROUGH program (first 90 days of the 12-month program) is specifically designed to build a strong sales and marketing foundation to help fitness professionals increase revenue, attract more clients, and scale their businesses.
  Many participantsincluding those with 30+ years of experiencehave followed this program and grown to $15,000+ per month. The strategies work when implemented. However, Mr. **** chose to shift his focus to publishing a book and launching an invention, rather than committing to the growth strategies provided.

  
  4. The One-on-One Coaching Call
  Mr. **** states that in his one-on-one coaching call with ***** Veracruz, he did not have the opportunity to ask his questions. However:
  This 1:1 call was an exception made for Mr. ***** as one-on-one coaching calls are not part of the NPE Accelerator program.
  The intent of the call was to provide additional support and guidance, not to customize a program outside of its intended scope.
  While we understand that Mr. **** may have wished for a more customized approach, our program is structured to help fitness professionals grow their businesses using a proven framework, not to provide services outside of the coaching curriculum.

  
  5. Financial Obligation and Final Position
  Mr. ***** request to meet halfway by offering alternative services instead of completing the coaching program does not alter his contractual obligation. The 12-month agreement remains binding, and his request to cancel is not an option per the terms he agreed to when signing the contract.
  Additionally, Mr. **** previously stopped payments with **************** which provided financing for his participation. *************** has confirmed that they will pursue this matter to recover the outstanding balance.

  
  6. Request for Resolution
  Given that:
  The 12-month agreement remains in effect and has not been breached by NPE,
  *************** will continue pursuing collection of the outstanding balance,
  Mr. ***** expectations for services have changed since signing up for the program he agreed to join,
  NPE has provided multiple opportunities for Mr. **** to engage with the program and receive support,
  We respectfully request that this complaint be closed.
  If any additional information is required, we are happy to provide further details.
  Sincerely,

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

  NPE

  Customer Answer

  Date: 01/22/2025

  Complaint: 22821536
  
  I am rejecting this response because:
  
  As a business owner, I understand that "agreements" are binding. However, I also understand that contracts can be terminated by mutual consent when one party is dissatisfied with the services or outcomes. I have terminated agreements and contracts when a customer was sorely disappointed with the services of my business, in order to maintain goodwill with the public. Obviously, Ms. ****** is not taking any of this into consideration, but continues to insist on adhering to their "12-month agreement".
  
  The sales representative, in this case, ****** *****, was the first point of contact for our agreement, and as such, his statements and representations about the services of NPE should be considered part of the agreement. If there was any verbal agreement made regarding early cancellation or flexibility in the agreement, it should be honored. Ms. ****** stated, "At no point was Mr. **** promised an early cancellation option, nor do we have any record of a verbal agreement allowing such". And "There is no documented evidence of this statement." I request that NPE provide any relevant documentation, call recordings, or other evidence that clarifies the nature of the representations made during this initial contact. If Mr. ***** misrepresented any of the terms, there could be an argument for misrepresentation or breach of good faith" as that could create reasonable expectations for the customer.
  
  I would also like to address a misquote made by Ms. ****** in her statement: Mr. **** now states that acquiring training clients was not a high priority for him. This is not accurate. As a fitness professional, acquiring clients is always a priority, but I also made it clear that it was not my only priority, as I regularly address other essential aspects of my business. This misunderstanding seems to be a point of contention, and I respectfully ask that this be corrected.
  
  Throughout our communications, both Ms. ****** and Ms. ******** continue emphasizing "engage with the program to receive support." As I've mentioned, I've looked at their program, I've read ahead to see what future assignments involved, and it's all content I've learned  and completed before.The program content, which includes "vision statements", "customer avatars", "competitive analysis", et al. is not only basic, but also outdated and irrelevant to my current business needs. Much of this can be found in business plans I've written 20 years ago. While I'm aware that NPE did not advertise other aspects for what can take place in a fitness business, such as website development, graphic design, video work... these are still all essential pieces needed. Hence, the reason for suggesting these. Other participants of Breakthrough could also gain value from this.
  
  In conclusion, I respectfully request that NPE allow for an early termination of the agreement. I urge the owner and staff to consider this situation from my perspective: if the roles were reversed, would you feel confident continuing this business relationship under the current circumstances? If I were in your position, I would have sought a resolution long ago and would have gladly agreed to terminate the contract in order to avoid further dissatisfaction. I believe this is the fair and reasonable course of action, and I hope NPE will agree.
  
  Sincerely,
  
  ***** ****** Eehn

  Business Response

  Date: 01/23/2025

  Dear Better Business Bureau Representative,

  
  We appreciate the opportunity to respond further to Mr. ***** concerns. While we understand his frustration and respect his perspective, we stand by the terms of the legally binding agreement he signed and the services that have been made available to him. Below, we will address his latest claims.

  
  1. Legally Binding Agreement and Mutual Consent
  Mr. **** asserts that contracts can be terminated by mutual consent and that, in his own business, he has chosen to release dissatisfied customers from agreements. While businesses may choose to make such exceptions, NPE operates under clearly defined contractual agreements to ensure fairness and consistency across all clients.
  When Mr. **** signed his 12-month contract, he acknowledged the financial commitment and program structure. There is no early termination clause in the agreement, and NPE does not provide refunds or cancellations based on subjective dissatisfaction. The terms of the agreement remain in effect, and we are not able to make an exception in this case.

  
  2. Claims Regarding Sales Representations and Verbal Agreements
  Mr. **** suggests that ****** *****' statements should be considered part of the contract and has requested call recordings or documentation from NPE to prove that no early cancellation promises were made. However:
  There is no written documentation supporting Mr. ***** claim that he was verbally promised an early termination option.
  All clients sign a legally binding written agreement, which supersedes any alleged verbal statements.
  It was Mr. ***** responsibility to ensure that any verbal assurances he relied upon were reflected in the signed contract.
  If Mr. **** truly believed early termination was an option, he had the opportunity to request that this be added to his written agreement before signing. The fact remains that no such clause exists in his contract.

  
  3. Business Priorities and Clarification of Statements
  Mr. **** has pointed out that we inaccurately stated that "acquiring training clients was not a high priority for him." To clarify:
  Mr. **** originally joined the program with the stated goal of increasing his revenue from $1,000/month to $10,000/month by signing more clients.
  He later expressed that he also has other business priorities, including publishing a book and launching an invention.
  We acknowledge that client acquisition is a priority for him, but it is now clear that it is not his sole or primary focus at this time.
  We appreciate this clarification and do not dispute that Mr. **** remains engaged in multiple aspects of his business beyond personal training. However, the NPE Accelerator program is specifically designed to support fitness professionals in growing their revenue through proven sales and marketing strategies, not to provide services in other areas such as custom website development, graphic design, or video production.

  
  4. Program Content, Tools, and Business Support
  Mr. **** continues to assert that the programs content is basic, outdated, and not relevant to his needs. However:
  The NPE Accelerator program includes access to NPE RAINMAKER, a pre-configured sales and marketing platform that provides a website, marketing campaigns, a sales pipeline, and more to help fitness professionals generate leads and grow their businesses.
  We also provide marketing templates and AI copywriting tools to assist small business owners with content creation and outreach.
  The program content focuses on proven business strategies that have helped both new and experienced fitness professionals scale to $15,000/month and beyond.
  While we understand that Mr. **** personally feels the content is not valuable to him, the effectiveness of the program is based on implementation, not just review. If Mr. **** had actively engaged in the coaching process, he could have leveraged the tools and strategies provided to achieve measurable results.

  
  5. Final Position on Early Termination Request
  While we acknowledge Mr. ***** dissatisfaction, his personal feelings about the program do not negate the binding contractual agreement he signed. His request for early termination is not an option under the terms of his agreement.
  Additionally:
  ***************, the financing provider for his enrollment, has confirmed they will pursue collection of the outstanding balance.
  NPE has provided multiple opportunities for Mr. **** to engage with the program and receive support.
  A 1:1 coaching call, which is not typically included in the program, was provided as an exception to address his concerns.
  At this time, we respectfully request that this complaint be closed.

  Regards

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

  NPE

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22821536
  
  I am rejecting this response because:

  Business interactions should involve more than just the legal terms outlined in an agreement. They should also include the delivery of quality products, effective customer service, and overall customer satisfaction. Unfortunately, in my experience, all of these aspects have been severely lacking.
  
  Once again, Ms. ******* and NPEs focus remains solely on the terms of the agreement. I have already addressed the issues in previous complaints, and I expect the same repetitive response if I were to bring them up again.
  
  Given the lack of willingness to resolve the matter directly, I have consulted with my attorney. I hope we can resolve this matter amicably, but if a satisfactory solution cannot be reached, I will continue with exploring my legal options. I hope that NPE will make the right decision to avoid any further escalation.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 01/28/2025

  Hello ******, or whoever oversees this matter,

  I received your message that my complaint is now "closed". However, my understanding was that a complaint will be closed when both parties agree to closing the matter. While I understand that we were not getting anywhere with the constant back and forth, reciting the same comments, this is far from being closed from my perspective, It was also my understanding that the BBB will at times offer to arbitrate, which was never offered.

  Anyhow, I will assume that the BBB would prefer to not deal with this matter further. But could I file another complaint to continue this? Though not preferred, just would like to know if that is an option. Thank you for attentiveness.

  ***** ****
  

• Initial Complaint

  Date:01/06/2025

  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.

  Subject: Complaint Against NPE for Misrepresentation, Breach of Contract, and ****************** Details of the Complaint:1. Misrepresentation of Agreement Terms:At enrollment, NPE assured me I could pause my agreement if needed. Recently, they informed me this option isn't available, contradicting their initial promise.2. Failure to Deliver Promised Leads:NPE guaranteed five leads within three months or a refund. This hasn't been fulfilled, and I haven't received a refund.3. Loss of Progress Due to System Transition:After significant progress, NPE transitioned from version 2 to version 3, causing loss of my data. I was told to manually re-enter information, effectively restarting the program.4. Unresponsiveness to Support Requests:Multiple requests for a Zoom meeting to discuss these issues were ignored until I threatened cancellation. Even then, the support was inadequate.5. Refusal to Provide Initial Meeting Recording:I requested the recording of my initial Zoom meeting on numerous occasions, where promises were made. NPE refused, raising concerns about their transparency.6. Lack of Coaching and Services:The coaching and services provided have been minimal, feeling like busy work while NPE continues to collect payments without delivering promised value.Desired Resolution:A refund and complete cancellation of their services with them no longer charging me out contacting me. Prompt and effective communication to address and resolve these concerns as highlighted above. NPE's failure to uphold their guarantees and provide adequate support has been both frustrating and unprofessional. I seek resolution to these issues promptly.Thank you for your attention to this matter.Attached are some of the emails I have tried to deal with my concerns, with minimal to no aid from them. They say at one point they fixed some of the issues but when I login, it merely stays the same with no corrections of the issues they caused.

  Business Response

  Date: 01/07/2025

  Subject: Response to Complaint ID ******** ******* *****
  Dear Better Business Bureau,
  Thank you for providing us the opportunity to respond to ****************** concerns. We take all client feedback seriously and are committed to addressing disputes in good faith. Below is our detailed response addressing each of the claims raised in her complaint:
  1. Misrepresentation of Agreement Terms Pause Option
  Ms. ***** claims she was assured the ability to pause her agreement if needed. While we understand the importance of flexibility, we want to clarify that our agreements and policies regarding service pauses are documented in the signed contract. Pausing an agreement is not guaranteed unless stipulated in the agreement, and no such promise was documented in Ms. ****** contract.
  2. Failure to Deliver Promised Leads
  Ms. ***** refers to a guarantee of five leads within three months or a refund. Our review of her agreement and related documentation indicates no such guarantee was offered. If Ms. ***** was under a different impression, it may have been a misunderstanding, and we would be happy to review any evidence she provides to clarify this further.
  3. 1-Page ******* Update and Data Concerns
  Ms. ****** claim of data loss during a platform update is inaccurate. No data was lost in the transition. NPE released an updated version of the 1-Page ******* (v3), which was optional for clients to use. Her original 1-Page ******* (v2) was not altered and remains fully available for her use.
  Additionally, Ms. ***** requested custom changes to the 1-Page ******* v3, including substituting videos for images. We explained that the template is not designed for such customization and recommended that she continue using the 1-Page ******* v2, which remains functional and aligned with her needs.
  4. Unresponsiveness to Support Requests
  Ms. ***** mentions delays in responding to her support requests. We have reviewed our records and can confirm that responses were provided to her inquiries. While we aim to address client concerns promptly, it takes time to research issues, and customization requests requires additional internal discussions, and we regret any frustration this caused. Our team provided guidance to resolve the concerns raised during that session.
  5. Request for Initial Meeting Recording
  Ms. ***** requested the recording of her initial Zoom meeting. Recordings of onboarding sessions are not shared externally as they are recorded for internal training purposes only. However, all commitments and deliverables from the session were documented and made available to Ms. ************ Perception of Minimal Coaching and Services
  The NPE program Ms. ***** enrolled in provides structured coaching, tools, and resources designed to empower clients to build and grow their businesses. Success in the program requires proactive engagement and implementation by the client. Our records indicate that Ms. ***** had full access to the weekly coaching calls, tools, and resources outlined in her agreement, and our team addressed concerns to ensure she could fully utilize the program.
  Resolution Efforts to Date
  NPE has made significant efforts to address Ms. ****** concerns, including:
  Responding to her inquiries and providing resources to resolve technical challenges.
  Offering guidance on how to use the original 1-Page ******* (v2) effectively.
  Scheduling meetings to address specific concerns.
  Final Position
  We respectfully decline Ms. ****** request for a refund and cancellation of her contract, as we have fulfilled all obligations outlined in her agreement. While we regret her dissatisfaction, we believe her claims regarding misrepresentation, failure to deliver services, and unresponsiveness are not substantiated.
  We remain committed to working with Ms. ***** to ensure she fully benefits from the program. If she requires further clarification or assistance, we are happy to provide it within the scope of her agreement.
  Thank you for your attention to this matter.
  Sincerely,
  ****** ******, Operations Director, NPE

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22777030
  
  I am rejecting this response because:

  Claim #1 - NPE claims the pause option was not documented, but that is incorrect - as it was discussed in the recorded zoom call - the one in which NPE has repeatedly refused, through avoidance, to provide. Only in the BBB response did NPE claim that the recording is only for internal use. A verbal agreement was made by their agent while on the video call.

  Claim #2 - The promise of 5 leads was made during the aforementioned call, as well. It was sold to me that if I followed their program, I would receive those leads within 3 months. I followed the program that was laid out for me, only to find that NPE representatives would request that I re-complete each step multiple times - seemingly to create busy work and run down the clock on the agreement. While I would love to provide evidence of this promise, it is on the call that NPE suspiciously refuses to share.

  Claim #3 - While the "v2" website is still available for use, my login profile does not allow me to access the site to make any modifications to it. A video background that I uploaded displays fine on that site, but appears nowhere in my site assets for use on the "v3" website. The "v2" website design process was already severely user-unfriendly, and it seems the "v3" process is even worse. The claim that the use of the v3 website was "optional" is only accurate in that I have the choice to host a website with another provider. While completing the online tasks section of the NPE program, it was presented that to continue in the program I would have to migrate to v3. There was no apparent option to skip this step in the program and continue on. It was presented during coaching calls and in the program that skipping steps in their program would result in sub-optimal results.

  Once I was notified that the data had been transferred to the "v3" website, I logged in to find that much of my site's formatting was wrong, and some media and text was missing altogether. I spent hours trying to make the v3 site presentable, but found this challenge to be insurmountable - especially given the lack of response from NPE for support.

  Claim #4 - NPE would frequently go weeks without responding to support requests, and then I would receive an email that only focused only on one of many concerns mentioned (on a surface level, at that), completely disregarding the rest. Requests for video calls were largely disregarded or delayed.

  Claim #5 - NPE has not once acknowledged my requests for a copy of my onboarding zoom call. Via email, it's always ignored. I asked once in a subsequent zoom call with ******* of NPE, who promptly changed the subject. I brought it up again and she ended the call. There was never any notification that the call would not be available to me.

  Claim #6 - Every step of NPE's structured program has been cumbersome and any feedback received from NPE has been for me to repeat the step - usually with minimal explanation as to why. Group coaching calls have been presented to me as the only way to gain assistance with these steps, but I have found that the calls are usually during times that I am unavailable. Additionally, while participating in these calls, I have seen that one NPE employee has a limited time to discuss whatever information they have already prepared - with minimal time for interaction with all NPE enrollees that are present.

  I am trying to build my business, and NPE presented their program as a way to help build. Every step of the process since signing up with them has felt like it was designed to keep me engaged long enough that I would have to sign up for whatever the next step is in their program. NPE's software is over-complicated and outdated feeling, when compared to other web and communications service providers. The lack of communication and refusal to even acknowledge concerns before the BBB involvement, combined with similar complaints on the BBB website only reinforce that NPE is not interested in helping build a business.

  I am not requesting a refund of monies paid, as I did participate in the NPE Accelerator in good faith. I am requesting a termination of future withdrawals from my account and termination of any NPE services.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/09/2025

  We have today worked with ** ***** and per her last request we have released her from the remaining payments totaling $2350.02 and fully released her from the agreement with NPE.

  This is an amicable and satisfactory action agreed to by both parties and concludes the correspondence here.

  Thank you BBB for your help in this matter.

  Regards

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

  NPE

  Customer Answer

  Date: 01/13/2025

   
  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:10/14/2024

  Type:Order 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 entered into a contract with Noreast/NPE on July 1, 2024, primarily for their business coaching services as outlined in the agreement. The membership was supposed to include the NPE Suite of systems and tools, the NPE RAINMAKER sales and marketing platform, and business coaching services. However, after three months of payments, I was informed by an NPE business coach that the RAINMAKER platform, which Ive been paying for, is not necessary for the coaching services I originally sought.On August 27, 2024, I requested my first invoice after realizing there was no way to view or download receipts from their website. My first printed invoice, for my August payment, arrived on September 11. This invoice only reflected charges for NPE ****************************** This was concerning, as it did not include all the services promised in the original agreement, especially the business coaching, which was my primary reason for entering into the contract.Also on August 27, 2024, I requested an early termination of the contract, as I believed I was paying for services that no longer aligned with the original agreement. Despite this, Noreast/NPE refused to cancel the agreement and instead offered to proceed with just the business coaching services, excluding the RAINMAKER softwareeven though this was the only item I was being charged for.This situation raises two significant concerns:1. Im being billed for services that do not match the original agreement.2. NPE admitted that the software Im paying for is not required for the coaching, which calls into question the true value of what Im receiving.Despite raising these issues with Noreast/NPE, they have refused to investigate further or address my request for a fair resolution. I believe this demonstrates a failure to provide services in good faith, and I am seeking an early termination of the contract without further financial obligation.

  Business Response

  Date: 10/24/2024

  ******, 

  Thank you for providing us with the opportunity to respond to ***************** concerns. We would like to present our response to clarify the situation and show that the agreement was entered into in good faith and with transparent terms.
  1. Misrepresentation of Services and the Role of the NPE RAINMAKER Platform
  Ms. ***** claims that she was misled regarding the necessity of the NPE RAINMAKER platform. We would like to emphasize that our NPE-******* Subscription Agreement, which Ms. ***** signed on July 1, 2024, clearly outlines the services provided under the subscription, including business coaching and access to our suite of tools, including the RAINMAKER platform.
  The contract does not stipulate that RAINMAKER is mandatory for the effectiveness of the coaching program. Instead, it is a tool provided to enhance the clients experience and optimize business operations, which is consistent with the communication from our coach that "the coaching does not rely on the RAINMAKER platform." This statement accurately reflects the intent of the agreement and does not constitute a misrepresentation.
  2. Billing and Services Invoiced
  Ms. ***** raised concerns about receiving invoices for NPE ***************************** rather than for the coaching she claims was the primary reason for entering the agreement.
  Its important to note that the services described in the invoices are part of the overall package she signed up for, including the tools and platforms provided by NPE. The services listed on the invoice reflect the comprehensive nature of our offering, which includes both coaching and the RAINMAKER platform. The marketing services invoiced are a direct part of the program Ms. ***** agreed to and support her business development alongside the coaching. There was no omission of services in bad faith.
  3. Request for Early Termination of the Agreement
  Ms. ***** requested early termination of the agreement on August 27, 2024, citing her belief that the services were no longer aligned with her needs.
  As per the terms of the subscription agreement, early termination is not permitted unless there is a breach of contract or failure to deliver the agreed-upon services. We have continued to provide all services detailed in the agreement, including business coaching and access to the NPE RAINMAKER platform. Ms. ****** claim that she is paying for services she did not agree to is incorrect. The full suite of services, including business coaching, marketing services, and software tools, were included in the contract from the start.
  While we understand her frustration, the terms of the agreement remain in place, and as such, her request for early termination could not be granted.
  Conclusion
  We believe that NPE has acted in good faith in our dealings with Ms. ****** We provided all services outlined in the signed contract, which includes business coaching and access to the RAINMAKER platform as part of the overall service package. We regret that Ms. ***** feels dissatisfied but hope this response provides clarity on the issues raised.
  We are more than willing to continue supporting her business through the coaching services and tools she signed up for and would welcome further discussion on how to maximize the benefits of the program.
  Thank you for your time and consideration.
  

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

  NPE

  Customer Answer

  Date: 10/24/2024

  I am rejecting NPE's response to my complaint and formally request a full refund and the cancellation of the agreement between NPE and Noreast.

  
  The primary concern here is NPEs lack of transparency regarding the services offered under the NPE Accelerator program. While the promotional materials and communications emphasized the value of fitness business education, they failed to clarify the significance of "NPE ******************* as the main experience.

  
  Misleading Marketing Materials: An email from NASM on April 1, 2024, describes NPE as a "fitness industry-leading business education provider," focusing on coaching and education. Additionally, a June 10 email highlighted NPEs commitment to helping fitness professionals grow their businesses, again without any mention of the RAINMAKER platform as a component.

  
  Program Guide: Prior to my initial call with NPE, I received a program guide on June 25, 2024, which can be found attached. This guide does not mention RAINMAKER, leading me to believe that I was signing up for a comprehensive coaching program without any indication that NPE ****************** was integral to achieving the promised results. ********************************************************************************************************************************

  
  Invoicing Discrepancies: The invoices I have received solely itemize "NPE ******************," which inaccurately reflects the full range of services included in the NPE Accelerator program. Our contract is for the NPE Accelerator program. This program comprises coaching, tools, and marketing services, yet the invoices highlight only one-third of what was promised, which is misleading and unacceptable.

  
  Given these points, I assert that I have a valid claim for a full refund and demand the cancellation of my agreement with NPE and Noreast.
  
  ****** *.

  Business Response

  Date: 10/24/2024

  Dear BBB,
  Thank you for the opportunity to provide additional comments regarding ***************** complaint. We have carefully reviewed her rebuttal and appreciate the chance to clarify any misunderstandings.
  1. Program Catalogue and Onboarding
  Ms. ***** mentioned receiving a program guide prior to signing up for our services, which did not mention the NPE Accelerator program. It is important to note that the program catalogue she provided was not the most current version, and she did not receive this catalogue during her onboarding process, which began on July 2, 2024.
  Our programs evolve regularly to reflect industry trends and advancements in technology, which is why the specific version of the catalogue she referenced did not include the NPE Accelerator program. However, everything Ms. ***** received after signing up for the NPE Accelerator program aligns with the agreement she signed on July 1, 2024.
  2. Alignment of Services with the Agreement
  From the moment Ms. ***** enrolled in the NPE Accelerator program, she has had access to the full suite of services described in her agreement, including business coaching, marketing tools, and the RAINMAKER platform.
  We emphasize that the subscription agreement she signed clearly outlines the services provided under the NPE Accelerator program. These services have been delivered consistently in accordance with the terms of that agreement, despite changes in how we describe or package them as our offerings evolve.
  3. Billing and Program Details
  Ms. ***** raised concerns about the invoices she received, noting that they reflected charges for "NPE ******************* rather than coaching or other program components. As explained previously, the term "NPE ******************* is used as a broad description for all the services she has received, including coaching and tools.
  The description does not reflect a change in services or a reduction in what was offered. Instead, it is simply a categorization used for invoicing purposes. All aspects of the NPE Accelerator program, as detailed in the agreement, have been provided as promised.
  Conclusion
  We believe that NPE has provided all services as agreed upon and acted in good faith throughout this process. Ms. ***** has had access to the coaching, tools, and services that form the core of the NPE Accelerator program, and we are committed to continuing our support to help her succeed.
  While we understand Ms. ****** concerns, we respectfully decline her request for a full refund and contract termination. We remain open to further conversations to ensure that she maximizes the value of the program she enrolled in.
  Thank you for your time and attention to this matter.
  Sincerely,
  ****** ******, NPE

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22421650
  
  Thank you for your recent response. However, I must reiterate my request for the cancellation of my contract and a full refund, given the significant issues at hand.
  

  Misrepresentation Through Outdated Program Information
  Your admission that the updated program description was provided only after I signed the contract is significant. I entered into the agreement on July 1, 2024, without the benefit of understanding the full scope of the services included. The absence of the current program guide at that time constituted a lack of transparency, ultimately misleading me about what I was signing up for. It is unreasonable to bind a client to terms that they were not fully informed of at the time of agreement.
  Your attempt to justify this by stating that program offerings evolve regularly does not negate the requirement for transparent communication prior to contract signing. In contract law, it is critical that both parties are fully informed of the terms and conditions that will govern their relationship at the time of agreement. Since I did not receive the updated program information until after I signed, I had no way to make an informed decision based on the current offerings and services. This clearly breaches the principles of fair dealing and good faith in contract law.
  

  Invoicing Language Not Matching Contractual Terms
  The invoices reflecting charges for "NPE ******************* do not align with any terminology explicitly stated in the contract. Not only does this term fail to appear in our agreement, but it is also conspicuously absent from your website and marketing materials. The lack of a public definition for "NPE ******************* prevents potential clients from understanding what they are actually paying for. This further exacerbates the misleading nature of the invoicing, as clients are left in the dark about what services they are being charged for, leading to potential confusion and dissatisfaction.
  Florida law explicitly prohibits deceptive practices in the marketing and sale of goods and services. By failing to provide invoices that accurately reflect the agreed-upon terms, you are in violation of these protections. Your assertion that these invoices are simply a categorization disregards the fundamental legal principle that billing must align with the contract's specifics.
  

  Given these points, I respectfully request that you confirm the cancellation of my contract and process my refund in full. The issues at hand are not merely misunderstandings; they represent fundamental breaches of contract and consumer protection laws that cannot be overlooked.
  

  Thank you for your attention to this matter. I look forward to your prompt response confirming the cancellation and refund.
  

  Thank you for your understanding.
  

  Sincerely,
  ****** *.
  

  Business Response

  Date: 10/29/2024

  Business

  Most Recent Message

  Date Sent: 10/29/2024 9:33:17 AM
  

  Dear BBB,
  Thank you for the opportunity to provide additional comments regarding ***************** complaint. We appreciate the chance to clarify the services we provided and address the concerns raised in her rebuttal.
  1. Scope of Services and Billing Terminology
  Ms. ***** stated that she entered into a contract with NPE (under Noreast) on July 1, 2024, with an expectation of receiving comprehensive business coaching services and access to our NPE Suite of systems and tools, including the RAINMAKER platform. We confirm that the NPE Accelerator program, which she enrolled in, includes these resources as described in the subscription agreement she signed. Specifically, the NPE Accelerator program provides weekly coaching calls, a dedicated *********** for support between calls, a Members Area containing all lessons, resources, and tools, and access to the NPE RAINMAKER platform. The RAINMAKER platform is a pre-configured sales and marketing tool offering features such as a 1-Page ******** the Fast Action Plan to sign up new clients, a sales pipeline, and more.
  Ms. ***** expressed concerns regarding the description of services on her invoice, which references "NPE ****************************** rather than specifying each component of the NPE Accelerator program. We use this term for invoicing simplicity, and it encompasses the full range of services within her program, including coaching and platform access. This choice of terminology does not alter or limit the services provided, which have remained consistent with her agreement.
  2. Access to Services and RAINMAKER Platform
  Ms. ***** raised a concern about the relevance of the RAINMAKER platform to the coaching services. While the RAINMAKER platform is a valuable component that supports sales and marketing activities, it is not mandatory for clients to use all features of the platform to benefit from our coaching program. However, access to RAINMAKER is included as part of the comprehensive NPE Accelerator program package, as outlined in her agreement.
  3. Request for Early Termination
  On August 27, 2024, Ms. ***** requested early termination of her contract, citing a perceived discrepancy in the services received versus her expectations. We responded by offering to tailor her service delivery to focus on business coaching exclusively, excluding access to the RAINMAKER software, if that would better suit her needs. This was intended as a good-faith accommodation to address her concerns, despite the fact that her agreement with us entitles her to the full package of services, including RAINMAKER.
  4. Commitment to Service and Good Faith ************* believe NPE has acted in good faith by providing Ms. ***** with the agreed-upon services, tools, and resources that align with her contract. Our programs are designed to evolve with industry trends, and while descriptions may change, the core services she receives align with her original agreement. We respectfully maintain that there has been no failure on our part to fulfill the terms of the contract.
  Conclusion
  We understand Ms. ****** concerns and we have taken steps to address them through transparent communication and service flexibility. As such, we respectfully decline her request for early termination and a refund, as we have upheld our contractual obligations and made reasonable accommodations.

  A further note is that Ms ***** contacted Noreast on Friday 25th October and agreed to continue making payments per the terms of the contract and did make the payment overdue from October 1st.
  Thank you for your attention to this matter.
  Sincerely,
  ****** ******
  NPE, LLC

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22421650
  
  Dear BBB and NPE,

  Dear NPE,
  
  
  Thank you for your response, though I must reiterate my request for the cancellation of my contract and a full refund due to unresolved transparency issues.
  
  
  1.Scope of Services and Billing Language: The use of billing language such as NPE ***************************** is inconsistent with both the contractual terms and public descriptions available before signing. Florida consumer protection laws require billing clarity to avoid misleading customers, and terms like these create confusion regarding the services I am actually paying for.
  2.Disclosure of the RAINMAKER Platform: The RAINMAKER platform was not disclosed as part of the program description initially provided. The post-signing disclosure of this platform does not align with the fair and transparent disclosure required prior to a contractual commitment.
  3.Offer of Service Modification: While I appreciate the offer to remove the RAINMAKER platform, my concerns center on the lack of clarity and transparency in the contract formation process. Removing services after the fact does not rectify the fundamental issues of insufficient disclosure.
  4.October 25 Payment: Regarding the payment I made on October 25, please note that this was made solely to avoid being placed in default and to prevent the enforcement of an immediate $3,550 payment. This action should not be taken as an endorsement of the services provided or an acceptance of NPEs terms; rather, it was a necessary financial decision to avoid undue penalties while this dispute is under review.
  
  
  In summary, this experience has highlighted significant misalignment between my understanding of the program and the services actually provided. I respectfully request a confirmation of contract cancellation and full refund, as per consumer protection standards and the principles of good faith in contract law.
  
  
  Sincerely,
  ****** *.

• Initial Complaint

  Date:03/18/2024

  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 began my work with NPE fitness in September/October 2023. I have paid the business approximately $2500. The company committed to provide me with making $10,000 per month within the six month I was in their program I had to attend calls And I had to have a business plan as well as complete modules. I have completed all of my tasks within my powers and time available to me. I was guaranteed the ability to find bleeds and the program they use failed they have since abandoned it I have had more growth on my own accord than with anything that I ever received from them, the nature of the dispute is I would like my money back in full because as a small business owner, every ***** counts. In reaching out to the company about the refund, I was jerked around for a weeks time and just told the same response over and over again, I tried to resolve the problem with the business on my own and have not had success. If a guarantee is placed as such as receiving your money back, I expect them to uphold their end.

  Business Response

  Date: 04/08/2024

  *********** purchased our AcceIerator Program on Sept 25th 2023 and signed the attached agreement. *********** informed us of her request to canceI approximateIy 1 month ago. We arranged for her to have a caII with one of our coaches to discuss her decision and on the caIi they discussed her reasons for canceIIing and aIso in detaiI discussed the fact that she did not fuIfiII aIi the specific criteria to quaIify for a refund of her investment in the program. A copy of the refund request form with the detaiIed items that must be fuIfiIIed is aIso attached.

  *********** then further emaiIed to request another review of the refund request, but the same resuIts ***** in that she does not quaIify for the refund and did make fuII use from NPE of the ** and information and coaching caIIs.

  AIthough we do very much appreciate *********** as a vaIued cIient we cannot agree to the refund of her investment in the program as she made good use of it and did not compIeteIy fuIfiII the strict refund criteria.

  Business Response

  Date: 04/09/2024

  Hi there!

  We have had a further conversation with *********** today and we have amicabIy heard and resoIved her issues with her. She has received a fuII refund from ** today and is satisfied.

  ****** therefore update her fiIe to this effect.

  We appreciate your heIp in this very much!

  Regards

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

  NPE

• Initial Complaint

  Date:11/10/2023

  Type:Product 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 started with a sales call with Ric and was promised a whole bunch of things with the NPE program including a software called rainmaker that would supposedly help bring in new clients as well as include personalized coaching for my business. I specifically asked Ric why this software would be any better than my existing CRM and he told me it was way better. Ric charged me $599 while on the phone with him without signing a contract and then afterwards said he would send me a contract to sign.
  I went online the next day and had to sign a contract but couldnt see any of the details of what id be getting until after it was signed.
  I immediately found out in the days that followed that i wasnt getting personalized coaching like i was led to believe, but would have to attend live group calls that were only offered at two time slots each week that i could not attend because of work. I emailed the company (,including the owner, Sean) and said i wanted to cancel if this was really their program. Sean did not respond, but coach Andrew did and said he wanted to schedule a call to assure me. I get on the call with him and then after i try to set up the rainmaker onboarding call with limited time slots open (ric had said that this program and website would probably only take 10 days to get uploaded,). They make it impossible, however, for that to happen. When i get on the tech call with the rainmaker techs, they tell me that the program offers no more advanced features than the software im currently already using. I message and email them again asking to cancel and they say , ",no because its their intellectual property,"

  Business Response

  Date: 11/27/2023

  We spoke with ****** **** and mutuaIIy agreed that aII funds wouId be refunded and he wouId be reIeased from our program with no further payments to be paid. This was actioned and completed on November 15th when $599 was refunded and Mr Krop signed a reIease form from our NPE Program. AII parties are satisfied here and this case may be cIosed pIease.

  Thanks so much, Sandra N****** NPE.