Complaints

This profile includes complaints for V Shred, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  V Shred, LLC

  Las Vegas, NV 89103-5239

  
• 

  V Shred LLC

  10750 Denton Dr Dallas, TX 75220-1516

• 

  V Shred LLC

  10750 Denton Drive Dallas, TX 75220

• 

  Sculptnation

  10750 Denton Drive Dallas, TX 75220

• 

  Vshred

  510 Townsend St San Francisco, CA 94103-4918

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 the Elite coaching and meal plan, including prepared food on 1/19/23. The website was incredibly confusing and could not get help to fill out the questionnaire until the following week. Then, another 3 days for a meal plan that was not what was promised. Still no meals have come. The service is slow and nothing gets resolved. I asked for a refund considering I had not met with my coach or gotten food and was told I could not due to three day window. I received nothing within those three days so not sure how I could ask for a refund without knowing how bad the service was going to be. I was offered a $500 credit but want a full refund at this point. It is over 3K!

  

  Business Response

  Date: 02/02/2023

  ******************* purchased the Elite Custom Coaching Program on 1/19/23 and was onboarded on 1/20/22. She received a Welcome Email with instructions on how to get started, including a Questionnaire she needs to fill out to be connected to her coach. She was also given a document outlining our refund policy.
  
  Our records show the client emailed back and forth with the Concierge for assistance with filling out the questionnaire and completed it on 1/25/22. The client was assigned to Coach ****** and given instructions on how to set up a Zoom call to connect with her coach on 1/27/23 and that she would receive a custom diet and workout plan upload to her account.
  
  The client replied on 1/29/23 that she doesnt like her custom plans made for her by her coach. Her coach replied and asked what she would like changed. The client then requests a refund and says that she has not spoken to her coach or received any meals so she wants a refund. One of our Success Coordinators stepped in to help resolve the issue and discovered the client was looking at plans that are already in the app vs. the custom plan designed for her. The client found her custom plans and then asked to reschedule a Zoom meeting with her coach.
  
  On 1/30 the client accepted a discount offered to her to restart her program. However, she asked to downgrade her program because she was unsatisfied with the meal delivery service included in her program. This service doesnt deliver the meals until the customer orders them so the customer hadnt used that benefit yet. Still, our team agreed to downgrade her to a different program and refunded the difference. As of 1/31/23, ************** has been refunded and is set to restart her program.
  
  

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 several different products with V Shred and was told that I would get online access to these products and I never received an email. I received 3 charges and didnt authorize all of the charges. I have submitted multiple messages to vshred support which is only available through email. No phone .number is working and Im not getting any responses Im not able to access the products I ordered. This seems to be a scam. I want a refund I have not received what I ordered.

  

  Business Response

  Date: 01/30/2023

  Hi *****,
  We apologize for the inconvenience and frustration you have experienced. Upon checking your account, we can see that our Support team responded to you with a password change, as well as steps to access your account on 1/30/23 to help you get started. We also did not see any request from you about unauthorized charges. However, we have gone ahead and refunded you in full and sent confirmation of the refund to your email. It should reflect on your online credit card statement within the next 5 -10 business days, and on your paper statement at the end of the current billing cycle. (Please check with your credit card company for clarification if needed.) We wish you luck on your fitness journey.

• Initial Complaint

  Date:01/26/2023

  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.

  On 21 January 2023, after seeing the advertisement on line, I purchased workout/diet program from V-Shred in the amount of $92.52. As soon as I completed the purchase, I found myself in another sales pitch from vshred to buy something else and left the website. I was supposed to be able to access the information immediately on line through an email they would send.I never received anything from them and when I called them I got the " We're experiencing larger then normal call volume" recording and to contact them on line at *********************************** then the call disconnects. I went to ********************************** and ran in to one wall after another. If the company is legit you should be able to contact them through there website and access what you paid for.Thank you in advance for your assistance. ***********************

  

  Business Response

  Date: 01/26/2023

  Our client satisfaction is at the heart of our organization, our customer service team has been working very hard to make sure we addressed all concerns and provide the support they need. Honesty and integrity are our guiding principle and we believe that being transparent in every action and process ****** trust and loyalty between us and our valued clients.
  
  We offer an easy checkout process and aim to provide a smooth shopping experience online. Clients that successfully purchase our digital programs should have received an email with a receipt of their purchase, and then another welcome email within a few minutes after containing their account username (which is the email they used at the time of purchase) and a temporary password assigned to their account. These emails may be forwarded to their spam or junk folder. If they need assistance with their account login information, we have 24/7 email support to assist our clients with all of their account-related concerns.
  
  They may contact us by sending an email directly at ********************************** or may send us a support request through our VShred help center by clicking Contact Us which is located at the bottom of the website homepage. Additionally, they may contact us through an online chat service during business hours for real-time assistance.
  
  We have thoroughly reviewed the account and our records show we did not receive any email correspondence or any open support request from them. In response to their request, we have reached out and processed a full refund for the 90 Days Program today. Please take note that funds may take 5 -10 business days, and on their paper statement at the end of the current billing cycle.
  An email confirmation and refund receipt were sent as proof of the refunded transaction today.
  
  

• Initial Complaint

  Date:01/26/2023

  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 Purchased Vshred on Satudary, January 21, 2023 to help get in shaped after seeing numerous ads on ************* I watched their videos and was convinced to sign up. I shortly there after had my anual check up with my doctor and spoke about the program to help me lose weight. Because of the plan and my current recovery from multiple surgeries, I was advised against the program. when I went to **** for how to request a refund that was adverstised "30 day money back guarrantee", I was served alot of negative reviews about the business and getting refunds.Last night I emailed their customer service requsting a refund for my:-Femail Fat loss extreme -Custom diet plan -Suppliment order (that hadn't been shipped yet)They say to give they 24 hours to respond. Not only has is been 24 hours with no response, but when I log into the app all of my access and customization hase been deleted and revoked. Even when I had access they said that the meal plans can be downloaded which wasn't the case via my phone or internet.I paid $211.19 for the supplements and $134.29 for the fat loss extreme program and custom diet plan (which didn't listen to my customization preferences). I would like a full refund of everything purchased.

  

  Business Response

  Date: 01/26/2023

  VShred creates premium content and program that guarantee results. We showcase our confidence in the quality of our products and services through our 30 Money Back Guarantee offer. We stand strong behind our programs and the results they yield, thus if the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs. Our supplement line, Sculpt Nation is also covered by our 100% Lifetime Money Back Guarantee. To address all customers' concern, we have dedicated email support who diligently works and offer assistance 24/7 as we answer every customer's inquiry in the order in which it was received.
  
  In reviewing the clients account, she reached out on January 24 to request order cancellation and a refund for the digital program and the supplements. We were able to respond and processed the full refund for the digital programs on January 25, 2023, this is the reason why their online access to the programs and content was revoked and deleted because the program was successfully refunded.
  
  We have also sent the return instruction and RMA as the supplement was already processed and shipped. Once orders were successfully placed with successful payment transactions and valid shipping address, they are automatically forwarded to our fulfillment team for shipping, thus we only have a limited time to cancel orders.
  
  In response to their request, we have issued a full refund for the supplements today as a one-time exception, funds should reflect on their online credit card statement within the next 5 -10 business days, and on their paper statement at the end of the current billing cycle.
  We have reached out again via email and sent a refund confirmation and the refund receipt as proof of the refunded orders today.

• Initial Complaint

  Date:01/24/2023

  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.

  1-23-2023 order placed Canceled 1-242023 ni response told I would be contacted never happened 1 hour later credit charge showing never approved a credit application to affirmed Tried to pay on pay pal account 20+% int rate over **** in charges

  

  Business Response

  Date: 01/27/2023

  Our client *********************** purchased the Elite custom coaching program on 1/22/23 and was onboarded on 1/23/23. The client was refunded previous purchases, including a digital workout program, and sent a Welcome Email with instructions on how to get started with his coach. On 1/24 client requested a refund for several reasons, including not being able to start the program because of physical restrictions and a limited schedule. This is a non-refundable program and the client received a full explanation of our refund policy in his Welcome Email. The client persisted with his request, even though our Success Coordinator offered him alternatives to account for his physical limitations, including working with one of our physical therapists. The client declined all offers and continued to request a refund and stated he wanted to go back to his original workout program purchased. V Shred issued a refund on 1/25/23 and communicated to the client they will need to re-purchase the digital workout program if they wanted to continue it, since that program had already been refunded.

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product contains an ingredient that I am highly allergic to. I didn't realize the product contained this ingredient until after I placed the order. The funds were immediately taken from my account for this order. I was never emailed or provided an order number and I cannot log into my account on their website. I was not given the opportunity to create a password for access to my online account. When I click the request a password reset, nothing is sent. I've checked both my spam and junk email folders and nothing is there. I have tried repeatedly to get a hold of someone there at VSHRED to cancel the order and refund my money, but have not received a response. The product will not work from me because of my allergic reaction to one of the ingredients and the company will not respond to requests for refunds that are made according to their written digital product refund policy. In addition, the product contains many factual inaccuracies and does not match the description used in marketing.

  

  Business Response

  Date: 01/24/2023

  We built this line-up of supplements with the highest level of quality and performance standards at a very competitive price. Properly-dosed, clinically-studied ingredients, rigorously tested and backed by a lifetime, 100% Money-Back Guarantee. It is tested by a third-party lab to ensure the quality and potency of every single serving and to provide the results and benefits we advertise online.
  
  As our clients fitness partner, their health and wellness is our top priority, thus prior to taking any supplement, we strongly suggest they consult their physician or nutritionist as we cannot give medical or nutrition advice that will fit everyone regarding their individual basis or personal circumstances. We strongly suggest checking the supplement's content from the SculptNation page and making sure that they are not sensitive to any of its ingredients.
  
  We are transparent with every transaction we processed online and make sure our clients have full visibility of their orders and how much was billed to their bank account. We proactively sent an email confirmation and make sure that they are aware of the charges and the order details. Clients can always contact us if they need to modify or cancel their order. We offer 24/7 email support to cater to all their needs, and we work hard to answer every customer's inquiry in the order in which it was received.
  
  In reviewing his account, we were able to respond to his cancellation request today. The order was successfully canceled and refunded. The full refund amount should reflect on their online credit card statement within the next 5 -10 business days, and on their paper statement at the end of the current billing cycle.
  
  An email confirmation and the refund receipt ere sent as proof of the refunded order today.

  Customer Answer

  Date: 01/24/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sells a workout program scam. You get charged a flat rate for a 90 day (the flat rate goes through) and then after being charged you find out that the flat rate gets you a 30 day trial but you are automatically enrolled for monthly payments. I would like my money returned and do not want to be enrolled in a monthly program. What is advertised is not what you get with this company. It is a complete scam

  

  Business Response

  Date: 01/23/2023

  Hi *****,
  We apologize for the inconvenience. All of our 90 day programs are one-time purchases that are able to be restarted at any time with no monthly subscription fees. Any trials for other programs, such as our V Shred University, are optional and not required to use your purchase. We also do not see an automatic monthly payment on your account. We have, however, gone ahead and refunded you in full and sent confirmation of the refund to your email. It should reflect on your online credit card statement within the next 5 -10 business days, and on your paper statement at the end of the current billing cycle. (Please check with your credit card company for clarification if needed.) We wish you luck on your fitness journey.

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up and paid and was to have immediate access to meal plans etc. I am not able to access their website. I have requested change in password with no response. I also have received emails and texts from the company to buy more products when they havent delivered on what was promised. They advertised full refund within 90 days no questions asked. I want my money back. *************************

  

  Business Response

  Date: 01/23/2023

  Hi *****,
  We sincerely apologize for the inconvenience you have experienced. Upon checking your account, we see that you purchased on 1/22/23, and we did not see any emails from you regarding your password reset. We have, however, gone ahead and refunded you in full, and have also sent an email confirmation to you as well. Please allow 5 -10 business days for it reflect on your online credit card statement, and on your paper statement at the end of the current billing cycle. (Please check with your credit card company for clarification if needed.) Thank you for giving V Shred a try!

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:01/19/2023

  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.

  I was mesmerized by the fast talk and false claims just like everyone else out there. I made the mistake of putting in my CC info and was going to purchase it but then after the second attempt to upsell me with more *********** I decided to check BBB. After reading all the horrifying reviews I closed the vshred window and stopped the process... or so I thought. 1 day later I saw that they charged my card anyway and now I have no way of getting my money back because they don't answer phones or emails. PLEASE, PLEASE, PLEASE DO NOT FALL FOR THEIR SCAM! LIARS AND THIEVES!!!

  

  Business Response

  Date: 01/19/2023

  We at VShred work hard to deliver and provide the best customer experience and to meet our clients expectations. Our team of experts makes sure that we produce world-class training programs, premium content, and services with 24/7 email support. We offer risk-free purchases and our programs are protected by a 30-Day 100% Money-Back Guarantee where the clients will get their money back provided they request a refund within the given timeframe.
  
  The videos or infomercials they watch in between the checkout process are not only to recommend products and services but also to provide additional information and share additional tips and knowledge that we have acquired through research and trial over the years. With so many factors that contribute to our clients weight loss journey, we continuously find ways and offer options and product recommendations that will help them achieve their desired results. They may see product offers but these are totally optional and not required to begin with.
  
  The client reached out today requesting a refund for the 90 Days program. We attempted to process the refund back to their original mode of payment however their bank or creditor declined the refund transaction. As we aim to resolve this immediately and expedite their refund request,  we have processed a refund via PayPal to the PayPal account associated with the email on their VShred account. The refund is available typically within 24 hours.
  
  We have sent them detailed instructions and set proper expectations regarding this process.

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased V-Shred as it promised weight loss in the form of tablets.I received the pills and started using them.I received an email giving me a free metabolic assessment (I answered the questions).After answering the questions, I received a call indicating that there was a program I should join in order to lose the weight I wanted to get rid of(Despite the fact that the pills were purchased on the premise that they would help me lose the weight)I was told that the program cost was $3,000, and that there were 3 payment plans.The representative indicated that it was all refundable and that the plans had different tiers and that I could change plans if I wanted to I asked what was the difference between the payment plans in terms of money being paid He said he could not answer but would run simulations to show me the differences in the pricing.I told him I needed time to decide I then received emails from Affirm that I needed to confirm information. I didn't answer the email and I contacted VShred and told them to cancel the program. I did not think anything of it because they said it was all refundable if i wasn't satisfied. They then emailed me and told me that it's not refundable I got in touch with Affirm to tell them about the simulation ploy and they indicated that they already paid Vshred and I need to contact them (Vshred) to cancel I asked how could they process an application without the person being indebted connecting with them to make the request They indicated that what I thought was 2 simulations was an actual application that I was making.This is disingenuous on Vshred's part for more than 1 reason. I would like to have the Better Business Bureau investigate these people and cancel this loan on my behalf There are no supporting documents except emails I never opened from both Vshred and Affirm for fear that it was an application that I would be clicking on and confirming applying in some way

  

  Business Response

  Date: 01/20/2023

  Our client, *******************, purchased the Elite Custom Coaching program on 1/7/23 and was onboarded by our team the same day. Onboarding includes: refunding the customers previous purchases as a courtesy; sending a Welcome Email with instructions on how to get started with the program, including a Questionnaire link that must be filled out for them to connect with their coach and have their first custom diet plan created for them. This Welcome Email also explains our refund policy, contains a link to our website with the refund police, and has a PDF file attached listing the refund policy.
  
  On 1/9/23, our Concierge Team sent a follow-up text message to assist the client with getting started. 8 days later, on 1/17/23, the client responded for the first time asking for a refund. On 1/18/23, one of our Success Coordinators responded asking the client for the reason they were requesting the refund and if there was anything we could do to help them get started. The client said his schedule is too hectic and he doesnt like receiving the marketing emails the company sends. Our Success Coordinator apologized for the emails and explained to the client that he can unsubscribe from them. She also offered to help him fill out his Questionnaire so he could get started and explained the refund policy again.
  
  The client claims that he was told the program was refundable. On 1/19/23, another Success Coordinator stepped in to assist with this client, explained our refund policy again, and said she would listen to the initial sales call and get back to him.
  
  This is our last record of communication with the customer. We audited the sales call and there is no mention of us promising the program is refundable or can be canceled. The only mention of policies is the agent explaining there is a 90 day money back guarantee and they described how that guarantee works accurately.
  
  The client has yet to fill out his Questionnaire so we are unable to connect him with his coach and get him started with his custom coaching program.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18831707
  
  I am rejecting this response because:  It continues the deceit promulgated by V-Shred without a proper offer of resolution.  I did not apply for this loan! I thought it was a simulation and that I would then make a formal application if and when I became ready.  This is not even bait and switch.  It is a best coercion and at worst villainous theft.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/25/2023

  On 1/7/2023, during the clients Zoom Sales call, the sales agent explained the terms of the loan. Additionally, the enrollment to the Affirm loan, as well as all related terms and conditions, were processed and agreed to on the customers device. The client received a welcome email on the same day confirming his purchase of the program, which contained a PDF attachment of the refund policy, as well as a clickable link to read the terms and conditions, including the refund policy on our website. The client did not reach out within the 72-hour window with a refund request, nor did he follow the instructions of his coach for 90 days; therefore we are unable to provide a refund. The client is still able to start his program when he is ready and we would be more than happy to assign him a coach and start his journey.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18831707
  
  I am rejecting this response because: This is not a settlement

  We disagree on the sequence of events.  Again I was told in the first video that it was just a simulation.  I had no idea that it was a genuine application for credit.  There are 2 videos made on 2 separate days and I wonder if they are looking at both.  This is not a case of buyers remorse.  This is a case false information and misrepresentation 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/02/2023

  On 1/6/2023, the client had a Zoom call with a sales team agent to discuss the client's interest in our custom coaching programs. This was the first of two Zoom calls in total. During this Zoom call, the client and ******* went over pricing only. The client was experiencing issues logging into Affirm, a third-party loan provider; therefore, he agreed to reschedule another Zoom call with the agent, and, if he liked the price, he would move forward.
  
  On 1/7/2023, the client and the same agent had their second Zoom call and further discussed the options for payment on the program. Once the client made his decision on which program and payment option fit him the best, the client applied for an Affirm loan, accepted the terms and conditions, and completed the sale using his own device. 
  
  The sales agent remained on the call while the customer finished their transaction. The client was aware he was purchasing our custom coaching program with a loan and the call recording shows he compared different payment options and then chose one he liked. Due to our refund policy, we are unable to refund the client; however, we would be more than happy to assist him with restarting his program.
  
  

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18831707
  
  I am rejecting this response because: I was not aware that Affirm was a third party loan application site.  I thought the sales person was running simulations to tell me the savings in pocking one option over another.  They were dishonest in their communication of what we were doing.  I also thought there was something wrong with their software.  That's why we had to do it on the second day.  At no time was I aware that we had moved from simulation to the real thing

  Additionally the sales person told me that everything was refundable.  Whoever is adjudicating this needs to review both videos
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/13/2023

  *********** bought an elite package on January 7th. He was onboarded the same day which means his previous eligible purchases were refunded and he was sent a welcome email outlining the program and the next steps. Which include him filling out his questionnaire. Since this program is 100% custom to his needs that is an irreplaceable step. The welcome email also covers our terms and conditions and explains this is a nonrefundable program beyond 72 hours of purchase. It also explains the program has a 90 day results guarantee.
  
  This guarantee states that if you fully participate in the program and do not see results we will at that time refund the purchase. On January 9th our concierge team also sent a text message to My Lake asking him again to fill out his questionnaire and offered him a phone call if he needs any help to do so. The next communication we have with *********** is an email from him on Jan 17th asking to cancel the program. Success coordinator ************** answers him to find out more details of what issues he is having and during the email exchange again asks him for his questionnaire and provides a link to take him right to it as well as step by step instructions and again informs him of our refund policy on this program. His reply is "I was told that it was refundablePlease have someone call me".
  
  Coordinator ****** responds that she would watch the call and get back to him on the 19th. Before we were able to get back to him, ************ filed the complaint. This occurred on the same day ****** told him she would review the call and get back to him in 24 hours. We have watched the call and confirmed he was never told this is refundable and our zoom agent did a good job of explaining our money back guarantee.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18831707
  
  I am rejecting this response because:  I can't believe that the company watched both videos of this interaction and think that I had the understanding of applying for a loan to finance this package.

  This was according to their rep a simulation to compare prices.  I at no time accessed this product and as I told them I no longer trust this company.  This is not me using a product and not liking it.  I never used it!  I didn't even start to use it! This is me being fooled into applying for a loan. 

  I did not trust their process and that is why I have filed this complaint.  I intend to take this very far because they hijacked my identity in this scheme and no amount of gas lighting will manipulate me into changing my knowledge of the sequence of events.  I hope they don't lose the two video recordings that they have documented in this correspondence that they have
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/16/2023

  The evidence required, full video calls from both of our interactions with ************ would release PII data as well as sharing Mr. ***** computer desktop and in line with being a responsible business we are opting to not share that information with another party to reduce risk for all involved.
  
  A full refund has been issued and can be reviewed in **** business days with the payment processor.  
  
  We hope this shows our good faith effort to solve this incident.
  
  A full refund has been issued and can be reviewed in **** business days with the payment processor.  
  
  

  Customer Answer

  Date: 02/21/2023

   
  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,
  
  *******************