ComplaintsforFacet Wealth

Financial Services

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Initial Complaint
01/24/2024
Complaint Type:
Product Issues
Status:
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.
I contacted facet wealth and had my initial interview. I told them I only wanted money management and they ignored that and offered me a higher rate. I asked what their refund policy is and they said if you pay in full you can get a full refund. So I did I paid the full amount and tried to make an appointment with an advisor. After I tried to make an appointment and they are not available during full HST I went to cancel only to see that they do not offer refunds.
Business response
01/26/2024
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team has reached out to resolve your concerns.
Initial Complaint
12/18/2023
Complaint Type:
Customer Service Issues
Status:
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.
I started my membership with Facet with high hopes that they would hand hold me through the getting a plan set in place for my finances. I was promised from my planner that they would explain my financial plan and make sure that I understood every decision to best suit my financial goals. Per the Client Agreement, the "Planner" (Facet) shall provide the Client with the financial planning and/or consulting services as designated by the Client (****************). It is 12/18/23 and I've only ever had 2 in person consultations since I've signed up 8/19/2023. I still have no financial plan, only a joint investment account that was opened without any explanation from my "dedicated" planner. My planner allegedly "left" the company (10/27/23) before my 3rd in person appointment was set, and the soonest appointment I could get with my new planner wasn't until 12/5/23. Facet promises "real-time connectivity to your Facet planner between meetings" (****************) and I have to wait days to get a response from my planner through their website. Needless to say I'm very disappointed with the service as Facet has yet to uphold to their agreement. I would like a refund for the amount in full of $2,400 dollars.
Business response
12/29/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Initial Complaint
12/07/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have paid $2500 for facet wealth for finacial planning. I have not received the services promised by the facet. The financial planner was not able to provide me the picture and the tool itself is so confusing. Despite of providing tons of information including all my expenses and what I am required out of this engagement I have not recieved the services. There are no goals created for me so far in the tool and my planner was not able to walk through the facet portal. Facet promised to open the borkage account and invest my money. There was no action taken on this in last one year. I have asked about the college planning questions and not received satisfactory response. I have asked about the will and trust but my planner kept telling me that he would connect to the corresponding team and no action taken so far. The tools shows the planner availability and when you try to book the calendar it says the time is not available. It was really hard to get the planner calendar and I have not received responses timely and even sometimes it took weeks. The messaging is so confusing and I reported this to Facet and they are working on it. It is still confusing. I brought all this facts to the facet notice in the middle of the year and they promised to earn my business. Recently I have got an email from my planner that he is leaving the company. The financial planner is overwhelmed in the company and they are not able to serve customers. I need the confirmation from Facet of purging all my infoamtion and I need my full money refudned.
Business response
12/28/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Customer response
01/02/2024

Complaint: 20969460

I am rejecting this response because: Facet refunded the prorated fee till July but this is not acceptable. I want to request a refund of the full fee. If there is no substantial output then it does not matter how many hours of consulting Facet Wealth has provided me. The outcome must be measured based on consulting results not the consulting hours. This is not client issue but the financial advisor issue. After consulting for so many months Facetwealth was not able to provide the concrete financial plan and actionable tasks. There were several queries never answered despite multiple follow ups. I also noticed there were several complaints filed against facet wealth recently where facetwealth has refunded the full money back. Why is company not paying my full refund? I would appreciate the refund.

Sincerely,

**** *****
Initial Complaint
12/04/2023
Complaint Type:
Customer Service Issues
Status:
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.
Started with Facet on 9/22 (first payment of $2,400). Was not scheduled to meet with an advisor until 11/2 (2 months after payment). Shared lack of satisfaction with business. Business promptly shared their no-refund policy (which was not explicitly stated or shared when being sold as a customer). Asked to be matched with an advisor that meets our needs and have been ignored from the business since. Have sent 3-4 messages with no response from 3 Facet employees (Jeremy ***** - Sales, Ben ****** - Advisor, Patricia ******** - Administrator). Completely unacceptable. Requesting a refund for unused services immeditately.
Business response
12/12/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team has reached out to address this member's concerns.
Initial Complaint
12/04/2023
Complaint Type:
Product Issues
Status:
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.
We signed up with Facet Wealth for a year. Upon completion of the year, we opted to stay for 3 more months at $600.00. When an appointment was arranged with our advisor, we waited for him to come to the meeting and he did not. We emailed him and he did not respond. We decided to get the information we had already acquired and cancel the service. We contacted costumer service and they gave us the run around telling us they could not refund money even though they had not met with us at all. In addition, they had also locked us out of our account when we didn’t opt in for another 3 months. Why would we when they failed to appear and were now not refunding money for a service they didn’t provide. After “meeting with the higher ups” they agreed it would be fair to refund money as they did not meet with us as agreed. They said we would get our refund in 5-7 days. That was early November and we still have not received our refund and we are still locked out of the information we already paid for. We would like our $600 back as they agreed they owe and said they would pay us and HAVE NOT. We would like the account unlocked so we can get the information we have already purchased as opposed to their punitive measures keeping us out of our own information.
Business response
12/12/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team has reached out to resolve this members concerns. .
Initial Complaint
11/12/2023
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I was charged $1500 for a service that was never provided. I was unable to get my 401k information from my company in time and if you dont have the app filled they will not meet with you but they will surely charge you. Facet’s refused to offer me a prorated rate since no services were offered. When I got my information and was able to make an appointment there was none available for 1month. Their planning agreement” is unjust and reflects poor and untrustworthy business practices; it indicates that “the fee paid for the period is in effect regardless of whether the client takes advantage of the services. Once they got my money it was radio silence. When they were trying to recruit me it was a call almost every week. All they want is your money.
Business response
11/22/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Customer response
12/08/2023

Complaint: 20852326

I am rejecting this response because: no one from the company has contacted me as they stated in the reponse that someone will reach out to me
Sincerely,

******** ******
Initial Complaint
10/26/2023
Complaint Type:
Product Issues
Status:
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.
I entered into agreement with Facet to get financial advise and guidance. They have not help their end of the agreement. I was to get monthly meetings and plans. I got 3 meetings in 6 months so far. The advisor calendars are so full that it can be 2 months until you get an appointment. I have no plan set forth for me or any advice even offered. They say it’s a no refund service but this was not clearly disclosed.
Bureau response
11/10/2023
Katie ******
Facet Wealth
*** * ****** ** *** *** ********** ** *****

Dear Katie ******:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/26/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Michele ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Linda *****
************************

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Michele ******
**** ******* ***** ********** ** *****
Daytime Phone: ###-###-####
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:
I entered into agreement with Facet to get financial advise and guidance. They have not help their end of the agreement. I was to get monthly meetings and plans. I got 3 meetings in 6 months so far. The advisor calendars are so full that it can be 2 months until you get an appointment. I have no plan set forth for me or any advice even offered. They say it’s a no refund service but this was not clearly disclosed.

Desired Settlement:
Refund

Additional Comments from Consumer:

Business response
11/15/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Bureau response
11/15/2023
Michele ******
**** ******* ***** ************ *****

Dear Michele ******:

This message is in regard to your complaint submitted on 10/26/2023 against Facet Wealth. Your complaint was assigned ID *********

BBB has received a formal response from Facet Wealth. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Bureau response
11/20/2023
Katie ******
Facet Wealth *** ************* ** ** ** ********* ** *****

Re: ID * ******** * Michele ******

Dear Katie ******:

Thank you for your recent response to Michele ******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Linda *****
************************

Bureau response
11/20/2023
Michele ******
**** ******* ***** ********* ** *****

Re: ID * ********- Facet Wealth

Dear Michele ******,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Linda *****
************************
Initial Complaint
09/27/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attempted to resolve this with Facet Wealth with no success. Paid in full for a service that is not being provided. Requested a refund and was told I could cancel anytime however the purchase is non-refundable. This was never disclosed until a receipt was provided and my credit card was charged. Attempted to meet with an advisor however no appointments available until a month later. Unfortunately, facet wealth is not fulfilling the services promised and I would like a full refund of the $2,400.00 posted to my credit card immediately.
Customer response
10/04/2023
Facet Wealth Inc., did not disclose a non-refund policy prior to purchase. My understanding is, this must be clearly indicated or communicated prior to the purchase. Failure to do so, the customer is entitled to a refund.
Customer response
10/05/2023
This will be the 2nd uploading to the complaint file. Please advise it has been received and task is considered completed, thank you.
Business response
10/09/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Bureau response
10/10/2023
Jennifer ******
*** ***** ****** ** ********** *****

Dear Jennifer ******:

This message is in regard to your complaint submitted on 9/27/2023 against Facet Wealth. Your complaint was assigned ID *********

BBB has received a formal response from Facet Wealth. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Customer response
10/11/2023

Complaint: ********

I am rejecting this response because:
I am demanding a full refund of $2,400.00 to the original form of payment, due to the lack of communication and disclosure of a non-refundable purchase from Facet Wealth.
I received two missed calls from a Maryland number yesterday, with no voicemail message as to who contacted me and why. When I returned the call, it stated I could leave a message however did not state the organization or caller. This type of behavior displays bad faith. The number of the missed calls is as follows: ###-###-####.
Unfortunately, the Facet Wealth company’s behaviors display a deliberate lack of communication and no transparency. I am very uncomfortable with Facet Wealth handling my finances and my financial future.
Thank you for your attention to this matter and demand for a full refund, as listed above.

Respectfully,

Jennifer ******
Bureau response
10/16/2023
Chris *******
Facet Wealth
*** * ****** ** *** *** ********* ** *****

Dear Chris *******:

This message is in regard to a complaint submitted to the BBB about your business on 9/27/2023 by Jennifer ******. This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?
We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?
If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
What should I include in my response to the consumers rebuttal?
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?
We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Linda *****
************************

MESSAGE FROM CONSUMER:

Complaint: ********
I am rejecting this response because:
I am demanding a full refund of $2,400.00 to the original form of payment, due to the lack of communication and disclosure of a non-refundable purchase from Facet Wealth.
I received two missed calls from a Maryland number yesterday, with no voicemail message as to who contacted me and why. When I returned the call, it stated I could leave a message however did not state the organization or caller. This type of behavior displays bad faith. The number of the missed calls is as follows: ###-###-####.
Unfortunately, the Facet Wealth company’s behaviors display a deliberate lack of communication and no transparency. I am very uncomfortable with Facet Wealth handling my finances and my financial future.
Thank you for your attention to this matter and demand for a full refund, as listed above.

Respectfully,

Jennifer ******
Customer response
10/18/2023

Facet Wealth has refunded me in full.

Please send any final tasks and close the complaint.
Bureau response
10/18/2023
Chris *******
Facet Wealth
*** * ****** ** *** *** ********** ** *****

Dear Chris *******:

This message is in regard to a complaint submitted to BBB about your business on 9/27/2023 by Jennifer ******. This complaint was assigned ID *********

BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.

If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.

Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.

Sincerely,

Linda *****
************************

MESSAGE:

Facet Wealth has refunded me in full.

Please send any final tasks and close the complaint.
Bureau response
10/18/2023
Jennifer ******
*** ***** ****** ** ******* ** *****

Dear Jennifer ******,

This message is regarding Complaint ID * ********- Facet Wealth

Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

Your BBB® is a leader in providing a variety of educational outreach programs to help prevent members of our community from becoming victims of untrustworthy transactions and scams. Below is a brief sample of the many free services your BBB provides to the Maryland community:

* BBB Shred Day: Did you know Maryland ranks 9th in the country for Identity Theft victims? BBB Serving Greater Maryland provides free annual document shredding to all Maryland residents to help fight this rising statistic.

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* BBB Outsmarting Investment Fraud: Most people are familiar the words' Ponzi scheme's or shell company's;, but may not know how identify them. BBB has partnered with FINRA (Financial Industry Regulatory Authority) to educate Maryland residents & senior citizens about the psychology of fraudsters and the tactics used to swindle life savings

Your tax-deductible donation will help ensure these services continue to be provided to your local community.

Follow the link below to make a secure online donation:

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

If you would prefer to donate by check, please make checks payable to the "BBB Educational Foundation" and send via postal mail to:

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Attn: BBB Maryland Foundation

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

The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is *********** Your time and consideration is greatly appreciated!

Linda *****
************************
Initial Complaint
09/21/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7-2-2023, a Facet salesperson indicated I needed to pay Facet’s full fee for 1-year of services to try Facet’s service. I paid $4,800, with my period of services set to end 7-2-2024. Since then, I met with a financial planner, Samir A. On 9-19-2023, 79 days after paying, Alex B emailed that “your planner” terminated employment at Facet. He requested that I schedule “an introductory meeting with [my] new planner, Patrick S.” Another former Facet customer’s Better Business Bureau complaint (dated 2-7-2023) states that their Facet financial planner was changed during their service term and “[t]his experience was not good because it was like starting from zero at each meeting.” I do not want to “start…from zero” again. I replied to Alex B’s email that, “[g]iven the change, I'd like to cancel my Facet membership and be refunded for the time I've not used, please, rather than work with another planner.” He replied that I could cancel auto-renewal of my membership and failed to respond to my refund request. I then emailed another request for cancellation. Next, Zechariah B emailed that I would not be refunded for unused services, citing Facet’s “planning agreement” “that you signed” as justification for not providing a refund for services not rendered, despite Facet’s failure to provide adequate services, including service continuity. Facet’s “planning agreement” is unjust and reflects poor and untrustworthy business practices; it indicates that “the fee paid for the period is in effect regardless of whether the client takes advantage of the services. The fee may be paid either annually or quarterly.” Also, again, when I enrolled in Facet, I was required to pay a 1-year fee upfront, so either Facet’s representatives provide false information or Facet’s “planning agreement” is erroneous. I request an immediate refund from Facet in the amount of $3,761.10 (because I used 79 days of the service, and I paid $4,800 for 365 days of service).
Bureau response
09/26/2023
Chris *******
Facet Wealth
*** * ****** ** *** *** ********* ** *****

Dear Chris *******:

Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 9/21/2023 and was assigned an ID of *********

How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: 20###-###-####4

What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Linda *****
************************

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Emily *******

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

Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

On 7-2-2023, a Facet salesperson indicated I needed to pay Facet’s full fee for 1-year of services to try Facet’s service. I paid $4,800, with my period of services set to end 7-2-2024. Since then, I met with a financial planner, Samir A. On 9-19-2023, 79 days after paying, Alex B emailed that “your planner” terminated employment at Facet. He requested that I schedule “an introductory meeting with [my] new planner, Patrick S.” Another former Facet customer’s Better Business Bureau complaint (dated 2-7-2023) states that their Facet financial planner was changed during their service term and “[t]his experience was not good because it was like starting from zero at each meeting.” I do not want to “start…from zero” again. I replied to Alex B’s email that, “[g]iven the change, I'd like to cancel my Facet membership and be refunded for the time I've not used, please, rather than work with another planner.” He replied that I could cancel auto-renewal of my membership and failed to respond to my refund request. I then emailed another request for cancellation. Next, Zechariah B emailed that I would not be refunded for unused services, citing Facet’s “planning agreement” “that you signed” as justification for not providing a refund for services not rendered, despite Facet’s failure to provide adequate services, including service continuity. Facet’s “planning agreement” is unjust and reflects poor and untrustworthy business practices; it indicates that “the fee paid for the period is in effect regardless of whether the client takes advantage of the services. The fee may be paid either annually or quarterly.” Also, again, when I enrolled in Facet, I was required to pay a 1-year fee upfront, so either Facet’s representatives provide false information or Facet’s “planning agreement” is erroneous. I request an immediate refund from Facet in the amount of $3,761.10 (because I used 79 days of the service, and I paid $4,800 for 365 days of service).

Desired Settlement:
Refund

Bureau response
09/26/2023
Emily *******
**** * ****** ** *** **** ******** *** *****

Dear Emily *******:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/21/2023 against Facet Wealth. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Linda *****
************************

Bureau response
10/04/2023
Chris *******
Facet Wealth
*** * ****** ** *** *** ********** ** *****

Dear Chris *******:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 9/21/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Emily *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.


If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: 20###-###-####4

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Linda *****
************************

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Emily *******
**** * ****** ** ******** ** *****
Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:
On 7-2-2023, a Facet salesperson indicated I needed to pay Facet’s full fee for 1-year of services to try Facet’s service. I paid $4,800, with my period of services set to end 7-2-2024. Since then, I met with a financial planner, Samir A. On 9-19-2023, 79 days after paying, Alex B emailed that “your planner” terminated employment at Facet. He requested that I schedule “an introductory meeting with [my] new planner, Patrick S.” Another former Facet customer’s Better Business Bureau complaint (dated 2-7-2023) states that their Facet financial planner was changed during their service term and “[t]his experience was not good because it was like starting from zero at each meeting.” I do not want to “start…from zero” again. I replied to Alex B’s email that, “[g]iven the change, I'd like to cancel my Facet membership and be refunded for the time I've not used, please, rather than work with another planner.” He replied that I could cancel auto-renewal of my membership and failed to respond to my refund request. I then emailed another request for cancellation. Next, Zechariah B emailed that I would not be refunded for unused services, citing Facet’s “planning agreement” “that you signed” as justification for not providing a refund for services not rendered, despite Facet’s failure to provide adequate services, including service continuity. Facet’s “planning agreement” is unjust and reflects poor and untrustworthy business practices; it indicates that “the fee paid for the period is in effect regardless of whether the client takes advantage of the services. The fee may be paid either annually or quarterly.” Also, again, when I enrolled in Facet, I was required to pay a 1-year fee upfront, so either Facet’s representatives provide false information or Facet’s “planning agreement” is erroneous. I request an immediate refund from Facet in the amount of $3,761.10 (because I used 79 days of the service, and I paid $4,800 for 365 days of service).

Desired Settlement:
Refund

Additional Comments from Consumer:

Business response
10/09/2023
At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Bureau response
10/10/2023
Emily *******
**** * ****** ** *** **** ********** *****

Dear Emily *******:

This message is in regard to your complaint submitted on 9/21/2023 against Facet Wealth. Your complaint was assigned ID *********

BBB has received a formal response from Facet Wealth. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Linda *****
************************

MESSAGE FROM BUSINESS:

At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.
Customer response
10/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

Emily *******
Bureau response
10/12/2023
Emily *******
**** * ****** ** *** **** ******* ** *****

Dear Emily *******,

This message is regarding Complaint ID * ********- Facet Wealth

Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

Your BBB® is a leader in providing a variety of educational outreach programs to help prevent members of our community from becoming victims of untrustworthy transactions and scams. Below is a brief sample of the many free services your BBB provides to the Maryland community:

* BBB Shred Day: Did you know Maryland ranks 9th in the country for Identity Theft victims? BBB Serving Greater Maryland provides free annual document shredding to all Maryland residents to help fight this rising statistic.

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Your tax-deductible donation will help ensure these services continue to be provided to your local community.

Follow the link below to make a secure online donation:

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If you would prefer to donate by check, please make checks payable to the "BBB Educational Foundation" and send via postal mail to:

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Attn: BBB Maryland Foundation

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

The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is **********. Your time and consideration is greatly appreciated!

Linda *****
************************

Bureau response
10/12/2023
Chris *******
Facet Wealth
*** * ****** ** *** *** ********** ** *****

Dear Chris *******:

This message is in regard to a complaint submitted to BBB about your business on 9/21/2023 by Emily *******. This complaint was assigned ID *********

BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.

If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.

Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.

Sincerely,

Linda *****
************************

MESSAGE:

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,

Emily *******
Initial Complaint
02/07/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan/03/23, after around a year using Facet Wealth's service I requested the cancelation. The service provided was ok. The assigned Consultant to me had to leave for paternity leave and due to that I had meetings with different consultants until he was back. This experience was not good because it was like starting from zero at each meeting. But ok, I managed. Nonetheless, we decided to cancel the service and the cancelation confirmation came on Jan/5/23 with an email from Client Support letting me know that as of that moment my planner would no longer have any obligation to recommend or take any action with regard to the securities, cash, or other investments in your accounts - which was perfectly fine -, but also saying that they had issued me a refund of the $600 value that was charged on January 1, 2023 and that could take 5-10 days to process. I waited. It's Feb 1st; no refund was processed and no one returns my emails or calls. This is terrible!!
Business response
02/16/2023
At Facet our goal is to provide enriching financial planning services. We strive to make engagement with Facet as easy and enjoyable as possible. It appears we fell short in those goals and appreciate your feedback on your experience. This client has been contacted and the issues raised have been addressed.
Customer response
02/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

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