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:07/16/2025

  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.

  Fay Nutrition doesn't offer an in-app option to delete or deactivate your account. No options to remove payment or insurance information. They signed me up for a "monthly donation" without my consent. No one answers my numerous phone calls, text messages or emails.

  

  Business Response

  Date: 07/16/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23608630
  
  I am rejecting this response because: The link that was provided does NOT give me an option to cancel my account or remove my billing and insurance information. It asks me when my appointment was scheduled, I NEVER SCHEDULED A APPOINTMENT, I NEVER HAD AN APPOINTMENT.

  Now I am more upset and worried that *** will send my insurance company a bill for a service that was never provided. I want to have all my information removed (billing, insurance, personal) and I want to STOP ALL FUTURE PAYMENTS TO MY BILLING INFORMATION. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/16/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23608630
  
  I am rejecting this response because: I want to speak with somebody or have direct communication with somebody regarding the removal of my personal information. The website link that they provide in their last message does not allow me to communicate with somebody requesting that I have my personal information removed. It just sends me in a loop and does not answer my questions. It does not resolve any of the issues I have of my personal information being on their site again, I am more worried than I was before that they will continue to try to build my insurance for services that never happened as well as Bill my financial information without my approval. This is the second time that you sent the exact same link that does not provide any of remedies. Please give me a direct phone number or email address to have my personal information and financial information and insurance information removed. Or do so on your own, but provide documented evidence that it has been removed and my account has been deleted. Again, I want my information removed from your site. I want my account deleted from your site. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/08/2025

  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.

  Fay nutrition asks for insurance and credit card information before being able to log in to explore services or make an appointment. Once you do this, they sign you up for an automated $8/mo donation and do not notify you until the transaction is already pending. There is no way to delete the account or my personal information, even though I decided not to use the service. Emailing their customer support has warranted no response. There is no way to communicate with anyone about their business or billing.

  

  Business Response

  Date: 07/08/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23571328
  
  I am rejecting this response because:
  

  The "billing inquiry" link only works if you had a consultation. If you did not use their services, it will not let you continue without entering the appointment info. There is absolutely no way to contact them. I will be continuing to file complaints and report. 

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

  

  Business Response

  Date: 07/10/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23571328
  
  I am rejecting this response because:
  

  The form they keep referring everyone to only works if you had an appointment with them. It will not let you get past that point if you did not have an appointment. I did not use their services after reading the Better Business Bureau reviews, but my personal information was kept, I have no way of deleting my account, and I was signed up for a monthly donation without my knowledge and not informed until the transaction had processed. SUPER SKETCHY! I can't believe a business and website is allowed to operate with these practices.

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

• Initial Complaint

  Date:07/07/2025

  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 keep getting charged even when I canceled before 24 hours. I can't even remove my credit card. There's no number to call and cancel my account.

  

  Business Response

  Date: 07/08/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23567355
  
  I am rejecting this response because the link the business responds with is literature about how the "business" works. The form at the e d of the page is something I already did. I'm trying to cancel my account and erase my bank card, and there's no way to do that, no customer service number-nothing. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/09/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

• Initial Complaint

  Date:07/03/2025

  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 June 12 I had an appointment with a Fay nutrition dietician. It went well and we set up a second appointment for June 27. I was told that through the app, I could send my dietition, ****** a message anytime and she would answer me. I sent ***** several messages and she never responded. Then I noticed my appointment had been cancelled with no explaination. I searched the **** website and app for a way to contact *** directly. There was nothing so I called my insurance provider who gave me an email address ***************************** that I could use. I emailed them and got no answer. I responded to a survey that they sent me and in the survey I requested a contact from the company. Nothing. When I signed up with them in addition to giving them my insurance information I had to give them my debit card info as well. There is no way for me to remove any of my information. I can't cancel my membership or anything. At this point I think the only way to be sure they do not charge me for services I have not received would be to cancel my card.

  

  Business Response

  Date: 07/08/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

• Initial Complaint

  Date:06/30/2025

  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.

  *** texted me and said if I refer friends, they would zero out any remaining balance I would have after insurance pays. They did not do that- and there is no way of contacting them either by phone or email.

  

  Business Response

  Date: 07/01/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

• Initial Complaint

  Date:06/30/2025

  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.

  The service does not have a customer support line. They incorrectly charge me $75 for a cancellation fee. Their policy states that to avoid a fee you must cancel at least 24 hours in advance. I canceled five days ahead of time with a cancellation confirmation from them. I got charged for $75 no-show fee the day of. They are unresponsive to emails or text.

  

  Business Response

  Date: 07/01/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23538337
  
  I am rejecting this response because:
  I have already reached out via the secure billing form and have not had a response from anyone. 

  I would like to have this matter resolved and my money refunded as I was incorrectly charged for a now show fee for the appointment I cancelled days ahead of time. 
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 07/02/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23538337
  
  I am rejecting this response because:
  It is the exact same response from before like a copy paste. It did not address my concern or get me any closer to a resolution. 
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:06/27/2025

  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 signed up for Fay Nutrition LLC after verifying them as what in good faith I believed the site as legitimate. I gave them my name, my birthdate, my email address, my number, and my insurance subscriber ID. I was confirmed automatically by them as someone with a health insurance provider that is covered by the services. I met with a nutritionist and when I told her what the cost was for my health insurance, she was shocked. She does not charge $525 for a session. I waited almost a month to be charged and *** attempted to charge me $132 when my credit card company flagged it as fraudulent. So luckily it did not go through because I came to find out that after I submitted a form to contact them and communicate that I was going to authorize my credit card company to let them charge what I owed, I never got a response back. Turns out they dont have a customer service number or email. I reached out on Instagram and no response. I contacted my insurance company and they informed me that they denied their/Fays claim since they are out of state. I asked how I can report fraud and they gave me a number. This company needs to be shut down because they are taking advantage of people who are sick or have an underlying condition that need help.

  

  Business Response

  Date: 06/30/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23528739
  
  I am rejecting this response because: 

  the matter has not been resolved. I have not received any answers from the company. I want this to be recorded and documented. They have not reached out to answer any of the questions I submitted to them. I have been active, diligent, and eager to resolve the issues of billing and in protecting my personal information from being used in any criminal way. Please keep this case open because it has not been resolved between me or management. I have not been notified or contacted what so ever. 

  
  

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

  

  Business Response

  Date: 07/09/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.

  Our team will answer your questions as soon as possible. Thank you for your understanding.

  Best,

  The *** Team

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23528739
  
  I am rejecting this response because: Hello,
  
  The issue has not been resolved and I have not receive a detailed response back from ***. They responded with an automatic reply that could be found on their site and it did not solve the issue I am having. I filled out another form and submitted it to them. I got an automated response 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a consultation with this company because they said my insurance would pay for it. Days later I found out that it would not and I canceled my consultation. They then sent me an email saying they were going to charge me for $8 donation. I immediately emailed them back saying I did not wish to make a donation. They charged my debit card anyway without my permission. I left a voicemail for this company asking them to reverse they charges immediately. I haven't heard back from them and the fee has not been reversed from my bank account. This company has unscrupulous business practices and I highly advise not providing them with your credit or debit card number or doing business with them.

  

  Business Response

  Date: 06/30/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.

  Our team will answer your questions as soon as possible. Thank you for your understanding.

  Best,

  The *** Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23528075
  
  I am rejecting this response because: Fay nutrition has not refunded the unauthorized money it charged my debit card.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/01/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.

  Our team will answer your questions as soon as possible. Thank you for your understanding.

  Best,

  The *** Team

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23528075
  
  I am rejecting this response because: I attempted to log in and send a message through billing as you requested, but there was no contact form there. REFUND THE MONEY YOU STOLE FROM ME!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/15/2025

  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.

  Fay Nutrition charged me two $90 copays for claims that are still pending with my insurance. *** sent me an email receipt on 6/30/2025 bearing a giant logo from my insurance company stating that my claim dated 4/16/2025 had been "partially covered" and showing that they had withdrawn the $90 copay from my account. I contacted my provider for assistance and was directed to ***** online billing inquiry form. I submitted an inquiry but only received a robo-form response that was no help at all. I then spoke to my insurance company to confirm that the claim had not been processed which they assured me was accurate. ***** email to me was a complete lie, probably fraud even. I then received a second email receipt from *** on 6/10/2025 stating that my claim dated 4/23/2025 has also been "partially covered" and showing another $90 withdrawal. I submitted another online inquiry, received the same robo-response. I tried to reply to that email but was sent another robo-response that informed me all inquiries have to be made through the online form. They just send you around and around without any way to actually contact anybody. There is no phone number and no actual email to speak to a real person. I reached out to my provider for help again, she sent multiple messages to *** from the provider side of the system and she also received very dismissive and unhelpful responses from ***. I've now submitted 4 claims through the online billing inquiry form and have not had any resolution to my problem. Additionally, there is absolutely no way to remove my credit card information or insurance information from my account and no way to delete my account in general. I want the $180 that was wrongfully withdrawn from my account returned, I want all my personal information removed from the platform and I want my account deleted. I'm really disappointed about this situation because I like my dietitian but this whole Fay Nutrition, LLC platform seems like a real scam.

  

  Business Response

  Date: 06/16/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.

  Our team will answer your questions as soon as possible. Thank you for your understanding.

  Best,

  The *** Team

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23472085
  
  I am rejecting this response because:

  This response just directs me back to the same billing inquiry online form that I've submitted multiple times without ever getting anything other than a robo-form response. It's a joke, they already have all the identifying information they are requesting. It's obvious that *** has no intention of actually resolving my issues based on this response and all the complaints I've read from other *** users. I wish I'd read those complaints before I ever signed up with ***!
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/17/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.

  Our team will answer your questions as soon as possible. Thank you for your understanding.

  Best,

  The *** Team

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23472085
  
  I am rejecting this response because: Seriously? ***** answer to my rejection of their resolution was to send me the same robo-form statement again? That pretty much proves my point about their horrendous (non-existent) customer service. This whole thing just screams scam...
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/12/2025

  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.

  Looking for an online Dietitan that would accept my insurance. Fay nutrition came up in my feed results. They had a list for you to pick from. I was excited to see so many. I found one, filled out the paperwork and stupidly added a CC for misc. charges that was said "NOT TO BE CHARGED WITHOUT NOTICE TO CARD HOLDER" and yes I have the paperwork! I was sent a link by someone online about *** saying they had LOTS of complaints with the BBB with a 2.5 credit rating and was not registered with the BBB. I ask the lady and she did not answer, SO I sent her a message to cancel my appt. for the coming Friday. She replied and said it's cancelled. I removed all my information and thought that was it. (This was Wed, 11th of June). TODAY, I get a $8.00 charge from *** FOODANDYOUDONATION (never heard of this branch). THIS is a total scam and I am very upset this happened just because I was trying to help my health issues. ******** should be ashamed for even allowing them to advertise! PLEASE FOR THE **** OF SO MANY MORE LIKE ME...TAKE THEM DOWN!! It's $8.00 today, but how much more will they try for!!

  

  Business Response

  Date: 06/30/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.
  
  Our team will answer your questions as soon as possible. Thank you for your understanding.
  
  Best,
  The *** Team

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23462675
  
  I am rejecting this response because: They have constantly lied to me about the funds they took without my permission!
  
  Sincerely,
  
  ********** *********

  

  Business Response

  Date: 07/02/2025

  Thank you for sharing your feedback. We want to ensure we address your complaint as thoroughly as possible. To ensure compliance with *****, we need you to verify your identity before we can move forward. Please send us a secure message through our contact form at ********************************************.

  Our team will answer your questions as soon as possible. Thank you for your understanding.

  Best,

  The *** Team