ComplaintsforV Shred, LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  30 day money back guaranteed not honored - business/ ********************************** hasnt responded to refund request. Login access was never provided (and no longer wanted) but daily sales emails received. Refund required

  

  Business response

  09/04/2024

  Customer satisfaction is of utmost importance to us, and we deeply regret any inconvenience the customer may have experienced.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  In response to their support request, we processed a full refund in the total amount of $59.92 on 08/30/2024. They should expect to see the refunded transaction reflected on their credit card statement within the next 5-10 business days. However, please note that depending on their credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on their paper statement.

  We sincerely wish the customer the very best on their fitness journey!

  Customer response

  09/04/2024

   
  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

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June ******* I spoke to ****** at VShred about a customized nutrition and fitness plan geared towards overcoming challenges with my thyroid condition, menopause, and rheumatoid arthritis. ****** sold me on a customized plan with a coach, with a 90 day money back guarantee. We talked about nutrition to help with inflammation, exercises that would not bother my wrists. He said VShred could do all I wanted and more including doctors on staff to coach me. I signed up and paid in full 3997 for 12 months of VIP coaching. After several messages with my VIP coach and a one on one session, I never received the customized plans I was sold. I reached out to my coach, several times and never received the promised meal plan and workouts, the specific workouts that wouldnt bother my bad wrists. Still nothing. I requested a refund over a week ago, and cannot get anyone at VShred to respond. I have tried chats, emails, submitting customer service requests and nothing. I am requesting a refund and I am within my 90 day money back guarantee. Vshred will not honor their guarantee or respond to a dissatisfied customer. ********************** has no live customer service agents. I feel the need to warn others. I have been ripped off $3997.00 by VShred.

  

  Business response

  08/22/2024

  Our client purchased the V Shred VIP Coaching Program on June 18, 2024 and was onboarded that same day. Our onboarding process involves: refunding the customer for eligible previous purchases; sending a welcome email with steps on how to move forward; and sending a link to a questionnaire they must fill out in order to connect with their coach and receive the custom plans. This email also includes a full breakdown of our refund policy and a link to the refund policy on our website.
  
  Our refund policy explains this is a non-refundable program but does have a results guarantee if the client fails to achieve any results after following the plans created by their coach, submitting weekly check-ins and measurements, and following the program, they are eligible to request a refund.
  Our records show that our client confirmed she received her welcome email and onboarding information on June 19. She requested a refund on August 5 and one of our team members sent her a Refund Request form so we could review her case. On August 6 one of our Success Coordinator team members reached out to set up a call to discuss the issues the client was having. Client agreed to a call the following day but did not show up. Our Success Coordinator sent a follow up email asking if the client would like to restart the program with a different coach.
  
  On August 12 our client asked for information about the new coach and had some questions about the VIP App. On August 14 the client requested a refund again and states that the plan she was given doesnt work for her concerns. One of our team members reached out to assist and the client did not respond.
  
  On August 15 our client asked for a supplement order to be canceled and our team confirmed it has been canceled. Client claims they sent several emails without a response; our records show her emails were responded to by various team members throughout the process.
  Client requested a refund again and our team requested more information from the client on August 19 to address the request. We are still waiting for our client to respond and are here to assist.

  Customer response

  08/24/2024

   
  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

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking into buying this product, and I was waiting for the confirmation page, and then decided not to buy the product. The company charged me after telling me my order was not yet complete... Occured on 8/17/24. Charge of $62.42

  

  Business response

  08/22/2024

  Customer satisfaction is of utmost importance to us, and we deeply regret any inconvenience the customer may have experienced.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  In response to their support request, we processed a full refund in the total amount of $62.42 on 08/22/2024. They should expect to see the refunded transaction reflected on their credit card statement within the next 5-10 business days. However, please note that depending on their credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on their paper statement.

  We sincerely wish the customer the very best on their fitness journey!

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested refund. Company will not refund. When I purchased there was a money back guarantee for 30 days

  

  Business response

  08/20/2024

  Customer satisfaction is of utmost importance to us, and we work diligently to ensure customers are happy with their experience.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  Upon checking our system we can see this customer has been refunded in full as of August 18th, 2024. This was the same day as their refund request via chat. They can expect the refund to reflect on their online credit card statement within 5-10 business days from August 18th, and on their paper statement at the end of the current billing cycle.

  Once more, we extend our apologies for any inconvenience, and we hope we can gain your business back in the future. We sincerely wish them the very best on your fitness journey!

  Customer response

  08/20/2024

   
  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

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They offered me a package deal. When attempting to purchase it the sale was stopped by the agent and declined. They then retracted the offer that I was purchasing as being time sensitive and no longer available.

  

  Business response

  08/19/2024

  Customer satisfaction is of utmost importance to us, and we work diligently to ensure customers are happy with their experience.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  Upon checking our system we can see this customer has never had any purchases with us. This person started a live chat with one of our customer support **** stating they were unable to purchase. Our customer support *** offered them the same package they were interested in at an even bigger discount price. However, the customer never went through with the purchase. This customer is welcome to contact us back and we will honor that price for them.

  We sincerely wish the customer the very best on their fitness journey and hope they consider us in the future!

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the digital VShred program for $57 on June 11. I tried multiple times to cancel within the 30 day window to receive a full promised refund. (I emailed ********************************** on June 24 and June 30. I also attempted the Chat feature on June 30.)I received no reply.When trying to dispute the charge with my credit card company, they suggested I first call. I called ************** and received a recording that they are not offering phone customer service "at this time." Terrible experience. (And this isn't even addressing that bombardment of sales pitches for a myriad of other products.)I want money back!

  

  Business response

  08/06/2024

  Customer satisfaction is of utmost importance to us, and we deeply regret any inconvenience the customer may have experienced.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  In response to their support request, we processed a full refund in the total amount of $57.00 on 08/01/2024. They should expect to see the refunded transaction reflected on their credit card statement within the next 5-10 business days. However, please note that depending on their credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on their paper statement.

  We sincerely wish the customer the very best on their fitness journey!

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested to cancel my subscription several months ago and they are still charging my card. The phone number they provide is literally an automated message that says they do not take phone calls. Nobody responds to emails. This is a complete scam. I don't even understand what you are paying for. There is nobody there to speak to and they just inundated your email with ads to buy their products and forms plans. This is a subscription they charge you for. They just send you health articles and ads to supplement them.

  

  Business response

  08/02/2024

  Customer satisfaction is of utmost importance to us, and we deeply regret any inconvenience the customer may have experienced.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  In response to their support request, we cancelled their VSU Subscription and refunded April 30th, June 1st, July 1st, and August 1st VSU charges equaling a $39.80 refund processed on 08/02/2024. They should expect to see the refunded transaction reflected on their credit card statement within the next 5-10 business days. However, please note that depending on their credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on their paper statement. And we want them to know that this message serves as confirmation that their V Shred University (VSU) subscription has been successfully canceled. Rest assured, they will not incur any charges when the next billing period commences.

  We sincerely wish the customer the very best on their fitness journey!

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the VIP program, which says it gives you meals (a voucher for another site they work with), supplements, a custom workout program, a custom diet, and a coach to guide you through the whole thing. After talking with the salesman via video chat, I agreed to the program, as I told him that maybe a personal coach would help me. The coach I had, *******, was not very interested in helping me, I asked several questions on the voxer app, to which some she kinda blew me off giving different excuses. During our first video chat I asked about the workout, as in the questionnaire that they are supposedly making a custom diet and workout plan, I said I can't do burpies, but in the first program she had for me, there were specifically burpies. There were also foods on the "custom" meal plan that I specifically said I didn't like, and they were on my plan. Why ask what foods you like and don't like if you aren't going to make a custom plan that doesn't adhere to that? A week or so later I voiced a concern that my boyfriend and I had about the amount of fish I was eating every day. She basically said he was stupid and to not listen to him. I contacted customer support, they apologized and started me over with another coach. At first, he was very motivational, sure that he could help me, and although I did have to remind him of when my supplements were due and he didn't have much time to check in on me due to being in the military, it went ok until I wasn't showing any results. He didn't reach out very much when he realized I wasn't losing weight. He never asked for weekly weigh ins or measurements, just a beginning pic to see where we were, and I think one after the first month. I expressed that I felt defeated as this program hadn't worked for me either, to which he just said sorry. I was told I couldn't get a refund even though results are guaranteed or your money back because I didn't give weekly reports that I was never told I needed to do by my coach...

  

  Business response

  08/02/2024

  Our client purchased the VIP Custom Coaching program on February 22, 2023 and was onboarded shortly afterwards. Our onboarding process involves: refunding the customer for eligible previous purchases; sending a welcome email with steps on how to move forward; and sending a link to a questionnaire they must fill out in order to connect with their coach and receive the custom plans. This email also includes a full breakdown of our refund policy and a link to the refund policy on our website.
  
  Our refund policy explains this is a non-refundable program but does have a results guarantee if the client fails to achieve any results after following the plans created by their coach, submitting weekly check-ins and measurements, and following the program, they are eligible to request a refund.
  
  Our records show our client requested to cancel the program on March 21, 2023. One of our Success Coordinator team members reached out to inquire about the reasons for cancellation and offered the client a new coach. Client agreed to a reassignment of a new coach and was connected to the new coach the following day.On July 25, 2023, over two months later, client requested a refund because of lack of progress. A Success Coordinator reached out to offer a discount and restart with a new coach at no additional cost. Client declined the offer and expressed dissatisfaction with the program. On July 31 our team attempted to contact the client via phone to discuss options and client responded via email the following day, expressing that they were not happy with the coaches.Our team offered to restart the program and the client declined the offer.Per the terms of the program, this client is not eligible for a refund. We are still offering to restart the program for her with a new coach and so she can enjoy some of the upgrades weve made to the program since she last enrolled.

  Customer response

  08/02/2024

   
  Complaint: 22069111
  
  I am rejecting this response because: since I was only with the first coach for a little over 2 weeks, there wasn't much time for check ins, etc, and she had delayed my first video chat for 2 weeks because she only did chats during very limited time frames and was already booked. The second coach never asked for measurements at all, only asked for a picture once at the beginning and at the end of the 2 months, and didn't ask for weigh ins. These personal trainers that you are paying thousands of dollars to have, are supposed to keep you on track, make personal diets and workouts  according to the questionnaire you fill out, do none of that. It is a pre made diet, and pre made workouts that they just copy and paste. Since I had 2 different coaches and neither followed my answers on the questionnaire proves that. There is nothing custom about this program. I could go on Pinterest and make any compilation of diet and workouts, I paid for a CUSTOM diet and workout tailored to me, and that is nothing of what I received. Apart from that, it states that results are guaranteed, or your money back. If you don't get results, they just keep passing you to another coach. The discount offered was $500, off of $3264. I told the success coordinator that reached out to me that I usually only find success when I'm in severe calorie deficit. She said they could do a plan like that for me. The problem is, they profess that in this program, you need to eat more food, not less, and that cardio is not the way to lose weight. So the offer was to not do this program that they guarantee works that way, for a program that is completely different and has cardio most days, and some days that are only cardio. Therefore the program is a untrue, and the custom aspect that I paid thousands for is untrue. It is the responsibility of the trainer to ask for the correct information from me if they are so sure that this works, not mine. It is shrouded in smoke and mirrors so they can collect thousands from desperate people like myself that believed it could work. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/05/2024

  We extend our sincere apologies for the distress and challenges the client has faced during their fitness journey with us. It is never our intention to leave any customer feeling misled or dissatisfied with our services. We understand their reservations about online fitness platforms. Our trainers are dedicated to helping individuals achieve their fitness goals, and we pride ourselves on our commitment to personalized service.
  
  We understand that their coach's availability issues caused significant delays and led to feelings of lack of customization and support. This is not the level of service we strive to provide, and we regret the inconvenience it caused. Our goal is to create custom diets and workouts tailored to each individual based on their questionnaire responses. Its disheartening to hear that the clients experience did not reflect this personalized approach and instead felt generic and impersonal.We also understand their frustration regarding our guarantee of results and their request for a refund. While our company policy does not allow for a refund at this stage, we offered a $500 discount and the opportunity to restart with a new trainer, which the client declined.We genuinely value the clients feedback and will use it to improve our services. On 08/03/23, a Success Coordinator acknowledged the client's concerns while offering to personally coach the client. A manager has recently forwarded this latest email from ********************************** as well. We strongly encourage the client to respond to this communication so we can continue our dialogue and work together towards a satisfactory resolution for both parties.

  Customer response

  08/09/2024

   
  Complaint: 22069111
  
  I am rejecting this response because:

  While it may not be the intention, goal, or general business practice, of any business to make a customer feel a certain way, or not follow said business practices, that does not mean it didn't or doesn't happen. The burden is then on the business to make it right. It is hard to believe that the "custom" diets aren't just pulled from a shared data base, because 2 different trainers that live in different states, that don't know each other, with 2 different "custom" plans, sent me nearly identical diets with the same recipes, ingredients, etc. It may be the idea to be custom, but that would require a lot of work, which is what one would expect that is why you are paying thousands of dollars, and just didn't happen with two separate trainers. I don't have reservations with online fitness, I have reservations that the people getting paid to do a job a certain way aren't doing it. No, I did not read the refund policy because 1, in all the videos that ***** does, he says I'm so sure that it will work for you I GUARANTEE it, or your money back. If it is in the fine print, I didn't see it, but 2, I wasn't looking for what the refund policy was. I wasn't looking to make sure I got a refund, I wanted the program to WORK. I worked out every single time I was supposed to, even though I didn't feel like it sometimes, and I prepared all of the really odd combinations of food, and ate them at the time of day I was supposed to, and it didn't. Work. I bought a lot of new equipment to do the workouts more effectively because I wanted it to work. Just saying that it wasn't the intention to be a cookie cutter approach, doesn't make it ok that it was. Offering to start again with yet another trainer, to do a severely calorie restricted diet, is NOT what the VShred program is. I can restrict my own calories, thank you. This program boasts that you will lose weight by eating more calories (the diets my trainers had me on were nearly 1000+ calories more than I would usually consume), and without doing (any?) cardio. ****** was every other day and usually a tag on to other days. It sounds too good to be true, and it is. I had high hopes otherwise i wouldn't have started, and unfortunately for me, I'm out thousands of dollars, still fat, and no one cares. You can't just hide behind "it wasn't the intention.....", your trainers aren't doing their job, and customers are literally paying the price. $1000/mo is pretty steep for something that doesn't have to hold up to it's end of the bargain. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/12/2024

  We would like to express our gratitude to the client for their detailed feedback and sincerely apologize for the challenges and frustrations they've experienced during their fitness journey with us. It is never our intention to leave any client feeling dissatisfied or unsupported.
  
  We understand the client's concerns regarding their coach's availability and the lack of personalized support, which have understandably led to feelings of frustration and disappointment. This experience does not reflect the standard of service we strive to provide.
  
  On 08/03/23, a Success Coordinator addressed these concerns, offering to personally coach the client and extend additional benefits, including a $500 discount and an extra month of coaching. We strongly encourage the client to consider this offer as a way to move forward and achieve their fitness goals.
  
  The client's satisfaction is of utmost importance to us, and we are eager to continue our dialogue to work towards a resolution that meets their needs. We encourage the client to respond to our previous emails from **********************************, and know that we are here to support them every step of the way.

  Customer response

  08/14/2024

   
  Complaint: 22069111
  
  I am rejecting this response because:

  While I did not read the cancelation policy when I signed up for VShred, I wasn't looking for a loop hole to get out of paying for the program. I wanted it to WORK. Who reads the cancelation policy when they were garunteed results? ***** says over and over in his videos that is he so sure that it will work for you that he garuntees it, or your money back. That is what I signed up for. The charade that the "trainers" put on is for show. I bought several of *****'s videos beforehand with just him walking you through each step, each exercise, and modifications. Those are all good videos. I was very wrong in thinking that a custom workout program just for me that I would be paying over $1000 a month for, would be of that caliber, but with a well thought out, custom diet plan centered around the answers I had taken time to fill out in the questionnaire. It is hard for me to believe that 2 trainers, in different states, that have never met each other or spoken, could give me nearly exact diet plans and recipes if it is not just pulled from a generic database of "pescatarian" diet or "protein" diet. That's not custom, that's the opposite of custom. Neither trainer even looked at my answers to the questionnaire, and when asked about it they just told me to "use the swap Bible". While I realize the value in if you get bored eating the same thing every week for a month, swapping something, the macros are off. So the very custom, just for me and my body type and goal, it was not even given a moments time to even try to make it within the likes and dislikes. And by not 1, but TWO trainers. The second one even knew that I was on a restart because of the way I was treated. So, again, how is it my fault that the trainers did not, and do not uphold the standards, and seemingly, the very basic premise of the program, did not ask for these alleged "check ins", and yet I'm the one literally paying for it?? I'm locked in to over $1000 a month for this 3 month program, and for what? A generic diet pulled from a shared database, a generic workout program that includes cardio every day even though ***** says, and I quote "that's not how you lose weight", and a "personal trainer" that can't even take the time to look at who I am, what didn't work for me, and to see how they can help. It's all about the bottom line. So here I am, still fat, roped into a huge payment, and no one cares. You can't just restart the program every time it doesn't work. When does it end? 4 restarts? Infinite? It doesn't work on me, that *****. But you can't hide behind "unfortunately.....". Your trainers didn't do their job, it isn't my job to remind them of what they should be doing, it was only my job to do the workouts I was given and eat the food I was supposed to, and I did. It's not me not holding up to my end of the bargain. I don't mind online training at all, but your trainers need to care more about the people instead of the money. 

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

  

  Business response

  08/15/2024

  We extend our sincerest apologies once more for any distress the client has encountered and want to reassure them of our unwavering commitment to their fitness success. Our primary objective remains to assist all our valued clients in making significant progress in their journey to improved health and wellness.
  
  As one of the leading brands in online fitness, nutrition, and personal training, V Shred is dedicated to helping each client achieve their fitness goals. Over the past few years, we have been privileged to support millions of people worldwide, across all ages and body types, in reaching their personal fitness objectives.
  
  We greatly value the client's feedback, as it provides us with crucial insights to enhance our services. Our aim is to empower the client to achieve their fitness goals with enthusiasm and confidence. The client's determination, feedback, and trust mean the world to us, and we are committed to navigating this journey with them, tailoring an extraordinary experience to their individual needs.
  
  While we understand that this may not be the resolution the client was hoping for, we encourage the clients continued collaboration with our success team so we can adapt, adjust, and ultimately achieve the client's fitness objectives.

  Customer response

  08/30/2024

  I was very busy and was not able to answer, I guess in time. 

  I am still very angry at the company's inability to answer for any of my complaints other than "we apologize". They did not answer for their trainers not following their own procedures, they did not answer for their entire program not being custom in the slightest, and they did not answer to the "garunteed results or your money back" that their spokesperson claims in every video he makes. They also didn't answer why he says ****** is not how you lose weight, yet every program I was sent, included massive amounts of cardio every day.

  The only thing the company consistently said was that they apologize. An apology is a terrible excuse for not upholding their garuntee, and I'm out over 3 thousand dollars, still fat, and no one cares. They still get away with scamming people. 

  So this is it? There is nothing more I can do? 

  

  Business response

  09/04/2024

  We understand that an apology alone does not resolve their concerns, however our apologies regarding any frustration or disappointment the client has experienced are truly heartfelt, and we are committed to making things right for them.
  
  The client's feedback is incredibly important to us, and we take it seriously as it helps us improve our services and address any gaps. We recognize that they have raised valid concerns, particularly regarding the trainers not following procedures, the customization of the program, and our "guaranteed results" claim. While our aim is to provide a tailored experience that meets each clients unique needs, we understand that their experience has not met their expectations.As their Success Coordinator mentioned, we do our best to audit our trainers regularly, but there is a level of autonomy in their roles, which can sometimes lead to oversights. We genuinely appreciate the clients patience and the effort they have made to share their experience with us.
  
  We understand that this may not be the resolution the client was hoping for, but we want to ensure them that we are here to support them in any way we can. The Success Coordinator has even offered to personally guide them on their fitness journey, leveraging their extensive experience and qualifications to help achieve their goals. All additional offers, including the $500 discount, an extra month of coaching, and additional meals, remain available to them.We encourage the client to take some time to consider this offer, knowing that we are here to assist them in any way possible. We are committed to working with them to find the best path forward and ensure that their fitness journey is a successful one. We thank the client again for sharing their concerns and hope to have the opportunity to provide them with a more positive experience.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  His offer said that if you watch the video you would pay $57 for his program. And while he does offer you a program after you pay the money, he also says that if you want real results, you really have to speak to one of his coaches. So I booked an appointment with one of his coaches. That appointment which was a complete upsell. The coach also said that if you wanted the results you saw in the original video, you would probably have to be coached because most of those people were coached. So the original selling point, in the original video, it does not state that in order to get those results, you would need additional coaching. The additional coaching is between $2000-$6000 and its absolutely misleading. I have been asking for my money back. In the original video he said all you have to do is ask for that. I have not received any information on how I can get my $57 back .

  

  Business response

  07/30/2024

  Customer satisfaction is of utmost importance to us, and we deeply regret any inconvenience the customer may have experienced.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  In response to their support request, we processed a full refund in the total amount of $57.00 on 07/30/2024. They should expect to see the refunded transaction reflected on their credit card statement within the next 5-10 business days. However, please note that depending on their credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on their paper statement.

  We sincerely wish the customer the very best on their fitness journey!

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 5-20-2024 Paid: $124.00 Want a refund. I have not received any services for the money I paid them. I spoke to a **************** at ************ regarding a possible upgrade of 30 times more money than what I signed up for. I declined her and asked how I can get a refund and she told me to email **********************************/help. I did a few days ago and have not heard back from anyone. I believe this company is a scam. I would like a refund.

  

  Business response

  07/30/2024

  Customer satisfaction is of utmost importance to us, and we deeply regret any inconvenience the customer may have experienced.

  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield. If the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our refund terms and conditions are stated online to provide our clients transparency in our refund process and provide clarity in every transaction. Rest assured that clients will get their money back as promised and in accordance with this, no question-asked refund agreement. We also offer 24/7 customer support via email, live chat, and DM on ******** and Instagram so customers can have multiple ways to reach us any time of day.

  In response to their support request, we processed a full refund in the total amount of $124.00 on 07/24/2024. They should expect to see the refunded transaction reflected on their credit card statement within the next 5-10 business days. However, please note that depending on their credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on their paper statement.

  We sincerely wish the customer the very best on their fitness journey!

  Customer response

  08/13/2024

  I want to first thank you for working on resolving this complaint on my behalf.
  My email has been down until a few days ago.
  I never received your email.
  I received a full refund and I want to thank you.
  When I placed an order back in May, I thought I would receive the product I paid for. That never happened.
  I am happy I received a refund.
  Thanks again.

*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. ↩