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

• 

  Sculptnation

  10750 Denton Drive Dallas, TX 75220

• 

  V Shred LLC

  10750 Denton Drive Dallas, TX 75220

• 

  Sculpt Nation

  710 Century Parkway c/o Sculpt Nation Allen, TX 75013

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:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the six month plan, which is literally half of the amount which I am fully charged from a company called Klarna. I sent the request for a cancellation within the allotted 72 hours.. I have copies of emails indicating that I wished to cancel. As of yet, I have not received a single correspondence. The first payment will be due in the month of July and I have yet to receive any response.

  

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to address this matter.
  The client enrolled in the VIP Coaching Program and reached out shortly after to request a cancellation. A team member responded with available options for the client to stay on the program. After further discussion, a full refund was processed, and confirmation was sent to the client.
  We appreciate the clients communication and are glad we could resolve the matter. Our team remains available should any further assistance be needed.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/10/25 I purchased a program from V Shed afterI watched a video that i spent a considerable amount of wasted time watching which V Shred made certain claims as to what they could do regarding diet and exercise. Theclaims include eating fats one day and carbs the next and a minutes three times a week. They suggested we take notes so I did do that. Then I clicked to purchase the program and a link came up which I clicked on and it charged me a ten dollar lesser price than what had been stated. I immediately told them after getting the promised apps and they ignored it. I was at the time concerned I wouldn't get all the promised apps. After reviewing the apps I received they were all there but nothing like the video represented. I contacted them and advised them this was not what was presented and that my circumstances did not permit me to spend the time as was in the program they actually provided me. . I also asked a couple of additional times about the price difference and my questions were ignored. I became suspicious as to what the difference was because I clicked on purchase and what then came up. They still have not responded to the cost difference question.. They did offer a customary plan to meet what was in the video. They said I would have to pay for it. I advised I would not pay for what I was originally led to believe I was purchasing. They daily try to upsell things including the program I already paid for. After I paid they brought up supplements. I didnt order but the website if filled with them. This is obviously a scam or at least a form of one. The video I watched was on ******* and said I believe Official VShred Site and then goes to the questionnaire with personal quesions after which a long drawn out presentation ensues with the information as I described here. It seems there is very little I can attach so I will at least include the notes I took while viewing the video.

  

  Business Response

  Date: 06/23/2025

  Customer satisfaction is of utmost importance to us, and we apologize for 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 request, we processed a full refund in the total amount of $61.70 on 06/23/2025.

  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

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They promise a 30 day money back guarantee that they do not fulfill. I immediately wrote customer service within a day of purchase for a refund. Reason for my request is because I do not agree with the ingredients of the recipes suggested to eat while training. Harmful seed oils. I have wrote customer service countless times and no response. I have tried calling the customer support number but the recording stated to email because no one is available to speak with.

  

  Business Response

  Date: 06/24/2025

  Customer satisfaction is of utmost importance to us, and we apologize for 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.

  Upon checking the customer's account, we did not see any correspondence from them. Regardless, in response to their request we have processed a full refund in the total amount of $87.00 on 06/24/2025.

  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 Answer

  Date: 06/24/2025

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

• Initial Complaint

  Date:06/18/2025

  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.

  On 4/2/25 I paid for Vshred "Fat Loss Extreme"(AKA 90 day prog) for $61.63. On 4/8/25 I did a "Free metabolic assessment" quiz & met with a "metabolic Advisor", a "hook" for me to sign up for a "Metabolism Tune-Up" Prog (6 months) 2 my special circumstance (age, past attempts at weight loss, & my physical restrictions.) I paid $734.17. He said I would get refunded for the 90 day program BUT I NEVER GOT REFUNDED. That day(4/8/25) I got a "Metabolism Tune-Up -custom coaching" ************** to their App &PDF's (which I had from the "90 day program"), with a questionnaire "To get the most PERSONALIZED experience (...) so we can deliver your CUSTOM plans. Itll help us create a plan thats tailored SPECIFICALLY TO YOUR GOALS AND NEEDS". It wasnt till Friday 4/11 when I got an E-mail with my "metabolism tune-up Custom plan." which only was a "Meal plan for (my name)", which turned out to just be a generic calorie restricted meal plan that can be downloaded off the internet.There was no individualized carb cycling - which they advertise so much-. Instead of PERSONAL accountability it was just email invitations to send the "coach" my progress, and there was no indication of specific safer exercises considering my particular physical concerns. On 4/12/25 I clearly informed V-Shred that I wanted to cancel the metabolism tune-up and KEEP the 90-day program instead. Re-a refund, the "metabolic advisor" said: "it usuallytakes 3-5 business days to complete. I wish it was as simple as justsending you that money back, but it's the bureaucracyof the banking system that it has to go through unfortunately. Give it until the end of the week to see that money back. If you don't see it by then for some reason, then please let me know as I'll reach out to the tech team." Unfortunately, since then I was given a runaround. due to that, on May 1, I requested a ****** refund & on Jun 7 the "case was closed" saying I "received the item or service from the seller" & no reply from V-Shred.

  

  Business Response

  Date: 06/23/2025

  Customer satisfaction is important to us, and we apologize for any confusion or frustration the customer may have experienced.

  Upon review, our records show the customer stopped responding and never accepted any save attempt offers.

  Our programs are designed to provide personalized support and guidance, and we stand behind the quality of our coaching services. All terms and conditions are clearly presented at the time of purchase, including the non-refundable nature of our Custom Coaching programs. These plans are custom-built based on the information provided by each client and include access to a dedicated coach who can adjust and tailor the program upon ********** this case, the customer voluntarily completed their purchase through our online platform, which included full transparency on the nature of the service and its refund policy. While there is no contract to sign, the act of completing the transaction confirms acknowledgment and acceptance of those terms. If the customer was dissatisfied with their program or coaching experience, we would have gladly revised the plan or reassigned a coach to better meet their needs.

  Despite the policy, we have processed a full refund in the amount of $734.17 as of 06/20/2025 as a courtesy and in good faith.

  Refunds were returned to the original payment method, and weve provided confirmation via email.

  We wish the customer the very best on their wellness journey.

  
  

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/18/2025

  Type:Order 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.

  On June 16, 2025, I met via **** with a sales representative, ****, who discussed the program and how it would work. I signed up for the program but after conducting some research determined it was not the program for me. When I signed up, the sign up offered a payment plan with a third party, ******. After reviewing their terms of use online, I emailed a request to the support email address indicating I wished to cancel. My cancellation request was made within 5 hours of signing up. V Shred's Terms of Use state, "per State laws, clients reserve the right to request a refund within the 72 hours." Both PA (where I live) and NV where V Shred is incorporated) offer the 72 hour rescission period. Thus, my request was well within the 72 hours provided by law and their own terms of use. Approximately 2 hours after my cancellation request, Klarna sent me an email indicating V Shred processed my order and my monthly payment plan started. I have sent multiple emails to both V Shred and ****, a V Shred representative, requesting refund and, after being emailed by Klarna, a refund, but they will not respond to my cancellation requests. Despite sending several emails, I have received another email from ****** advising my first payment is due July 16, 2025 and an email from **** requesting I complete my onboarding. I have not paid for this as of yet, requested cancellation within the 72 hours allotted by law and their own terms of service, and just want it cancelled and the monthly payment plan with ****** cancelled/revoked.

  

  Business Response

  Date: 06/18/2025

  Our client purchased the VIP Coaching Program on June 16, 2025, 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 records show the client reached out multiple times on the same day requesting to cancel. Due to a routing issue, their messages were not processed correctly. We sincerely apologize for the delay and confusion this caused. The issue has been resolved, a full refund has been issued, and confirmation has been provided to the client. We consider the matter closed.

  Customer Answer

  Date: 06/23/2025

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

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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.

  On June 13th, I met via zoom with a sales agent (*****) who discussed the program and how it would work. I told her I was interested but did not have the budget for it. Long story short, she kept lowering the price for cheaper options. I signed up through the ****** 4 payment plan because I was told ***** and *********** cards are not accepted. Within about 3 hours I decided the program was not for me and too expensive. I tried to cancel the order and it said I needed to reach out to support which I did. I heard back from ******* ******* on June 16th and she said it is non-refundable. She said the best she could do was give me back 15% of the purchase. I have since had multiple emails with support who keep telling me that they cannot give a refund for this program. The policy states "Per State laws, clients reserve the right to request a refund within 72 hours of purchase." but they continue to say they cannot refund. I put in a dispute with ****** to try to get a refund. I just want it cancelled since I haven't seen the program, and obviously did not start the program. Again, I said I wanted to cancel the same day within 3-4 hours after signing up. Thanks.

  

  Business Response

  Date: 06/20/2025

  Customer satisfaction is important to us, and we apologize for any confusion or frustration the customer may have experienced regarding their recent charges.

  Upon review, our records show the customer placed multiple orders through our online platform, which clearly outlines all product details, including terms related to subscriptions and digital program access. At the time of purchase, confirmation emails were sent and access to the program was delivered, even if the customer did not choose to download the app or engage with the content.We understand that the customer later became aware of these charges and believed they were unauthorized. However, no evidence was found of fraud or account compromise. That said, in good faith and as a one-time courtesy, we have processed a full refund of $679.

  Refunds were returned to the original payment method, and weve provided confirmation via email. We wish the customer the very best on their wellness journey.

  
  

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I received a refund, so Im satisfied. But, my original complaint was that I was unable to obtain a refund within a few hours after purchase and the company said I couldnt get a refund even though I didnt start the service.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed for almost $2200. When I realized this, I contacted them immediately. They are refusing to give me a refund. I am actually receiving the same stuff my cousin did and hers was $60/mo. Not $2136.79 for 3 months. I am so very upset. But I will not stop until I have a full refund from this company.

  

  Business Response

  Date: 06/12/2025

  Our client purchased the VIP Coaching Program on May 23, 2025, and was onboarded that same day. Our onboarding process includes: refunding eligible prior purchases; sending a welcome email with next steps and a link to a required questionnaire; and providing full details of our refund policy, including a link to it on our website.
  
  The refund policy states the program is non-refundable but includes a results guarantee if the client follows the program, submits weekly check-ins and measurements, and sees no progress.
  
  Our records show the client rescheduled their kickoff call, confirmed communication with their coordinator, and began engaging with their coach. Within two weeks, they expressed dissatisfaction with the program structure, claiming it differed from what was promised.
  
  Our records show that the client was informed multiple times of what the program included on multiple communication avenues. All aspects of the program were accurately and clearly explained during onboarding.
  
  Although the client declined the resolution options offered after engaging with our success team, we issued a full refund on June 12, 2025, as a courtesy.
  This case is considered resolved.

• Initial Complaint

  Date:06/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started this program with v-shred on April 6th 2024 I was promised to lose 100 pounds by November. in 6 months I had lost 25 lb I had followed the program exactly how I was told I was promised personalized nutritionist and a step-by-step diet I was also promised a full refund if I was unhappy with the program or unsuccessful. when I realized that this program was not going to work for me I asked for a refund. A supervisor contacted me and told me that I did not do everything that I had to do in order to receive a refund. each week you are supposed to fill out a questionnaire which I did religiously only missing one week because I was camping and had no internet access to fill out the questionnaire. to my amazement I was told that I missed five questionnaires which I know for a fact is a lie. they deliberately took down those questionnaires so they wouldn't have to pay me making it look like I did something wrong. They completely and totally scammed me!In order to pay for the program I had to take out a loan through Bread Each month I pay $158 and I think I'll be paying that for the rest of my life because the principal never goes down I'm simply paying for the interest on the loan and not ever getting anywhere I really can't afford to pay $158 a month especially to a company that lied and deceived me and scammed me. I have all the messages and contacts between the company and myself.

  

  Business Response

  Date: 06/11/2025

  Our client purchased the VIP Coaching Program on April 5, 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 while the client did engage with the program and expressed concerns about their progress in July 2024, a thorough review of their account revealed that they did not consistently follow the instructions provided by their coach or meet the requirements outlined for the results guarantee.
  
  Specifically, weekly check-ins and full adherence to the custom nutrition and fitness plans were not consistently completed. These steps are essential for evaluating eligibility for a refund under the guarantee.
  
  This was clearly communicated during a scheduled call on July 12 2024, where the Success Team offered multiple options to support the client moving forward. Rather than accept those solutions, the client later claimed that program data was missing and suggested this was done intentionally. We investigated and confirmed that no records were removed or altered, and all information submitted by the client was properly reviewed.
  
  Although the client did not meet the qualifications for the results guarantee, we still extended a significant financial accommodation as a gesture of goodwill. We stand by the fairness and transparency of our process and consider this matter resolved. We wish the client all the best in their continued health journey.

  Customer Answer

  Date: 06/26/2025

  This has not been resolved the company never reached out to me they have done nothing to resolve this issue

  Customer Answer

  Date: 06/26/2025

  Well they are clearly lying I followed the program exclusively every step of the way I have never ever followed a diet more rigidly than this one and I exercise regularly even though it was very difficult I still did it I turned in all of my measurements weight and responded to each questionnaire all except for one when it comes down to it they do not want to give me my money back they offered me nothing as " good faith " that's complete and total hogwash.

  

  Business Response

  Date: 06/30/2025

  We appreciate the opportunity to respond to the clients follow-up. We want to assure the client that their concerns have been taken seriously. We understand their frustration and respect the effort theyve described putting into the program.
  
  That said, after a thorough review of their participation including check-ins, measurements, and communication with their coach we found that the criteria for our Results Guarantee were not fully met.
  
  These requirements are clearly outlined in the onboarding materials and program policy. Our team communicated these findings in a scheduled call and offered support and clarification.
  
  While we maintain that weve followed our policies appropriately and acted in good faith throughout, a goodwill gesture in recognition of the clients commitment was extended. Though the client did not accept this resolution, it was a sincere effort to go above and beyond what our policy requires.
  
  We believe weve acted fairly and transparently and consider the matter resolved. We wish the client continued success in their health and wellness journey.

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incident May 10, 2025 I am just discovering today, June 10, 2025, after reviewing credit card statements that I was charged for Vshred Toned in 90 day bundle and a product called Burn Evolved as a monthly subscription. I submit I never purchased this program or Supplement as evidenced by never receiving the product!!!. If I had, this would have alerted me to investigate at that time, but since I never received such a product in the mail, I remained unaware of this fraud situation, or I would have immediately cancelled such a purchase. I went through my emails in May and did find an email addressed to only my first (nickname), no last name, with instructions on downloading Vshred App. I have never downloaded anything from Vshred. There is no order or customer order numbers in their ************ I received text notification of a recurring charge from Vshred. I called my credit card company to report fraud after being unable to reach Vshred via their number **************. Only received an were unavailable recording. Since I cannot reach the company and a fraud alert has been already been initiated with my cc company, I hope this will resolve recurring monthly fees for a product I NEVER received in the first place! I am therefore unable to invoke a trial period, money back guarantee or other dissatisfaction guarantee since there is no phone availability. I am seeking a full refund for undelivered product and never downloading the Vshred app. I will attempt to contact Vshred via email since their phone number is obviously worthless.

  

  Business Response

  Date: 06/16/2025

  Customer satisfaction is important to us, and we apologize for any confusion or frustration the customer may have experienced regarding their recent charges.

  Upon review, our records show the customer placed multiple orders through our online platform, which clearly outlines all product details, including terms related to subscriptions and digital program access. At the time of purchase, confirmation emails were sent and access to the program was delivered, even if the customer did not choose to download the app or engage with the content.We understand that the customer later became aware of these charges and believed they were unauthorized. However, no evidence was found of fraud or account compromise. That said, in good faith and as a one-time courtesy, we have processed full refunds for the following:

  Burn Evolved 2.0 Monthly Subscription
  Toned in 90 Days Bundle
  All associated charges totaling $145.78

  The Burn Evolved subscription has also been canceled to prevent any future billing.

  This issue has been fully resolved as of June 10, 2025. Refunds were returned to the original payment method, and weve provided confirmation via email.

  We wish the customer the very best on their wellness journey.

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started the 1 on 1 VIP program on March 2 2025. Over the course of 3 months I have lost on average, 4.24 lbs. According to the **** provided to me by this company, weight can fluctuate up to 5 pounds a day. So essentially what I have achieved is not weight **************** fluctuation.I reached out for the money back guarantee a few days ago. When I heard back from the representative about it, I was informed that I did not qualify for the refund. Their reasoning, on a self assessment I did each week to show how well I followed the plan, I had responded with 6 many times which meant I wasnt adhering to the plan. When I checked, I actually had only check 6 2 times, both in the first month while I was getting used to the program. I can elaborate further if need be. I was also told that while looking at correspondence between my coach and I, they noticed a lot of times where there was push-back from me for things my coach wanted to do.Yes, there was some pushback, its a 1 on 1 program after all, while I tried to work out some things with my coach. I can explain the discussion further, but if they were to look at my workout and nutrition logs, theyd see that I followed the plan, even if I expressed reservations about it with my ******** this moment, the best I have been offered is to end the program at 3 months and receive back the $1500 that would have gone to the next 3 months. I took that, but I am still pushing for a full refund because I have not been presented with reason enough to believe that I have not adhered to the program, sorry, 2 weeks of a conservative self-assessment and disagreements with my coach are not evidence of non-adherence.I am reaching out to the Better Business Bureau for help meditating this because I have gotten to the point where when asking for a better reason, I am just told that the contract I signed means I cant get my money back but I am still not satisfied for the evidence given that shows I havent followed the plan.

  

  Business Response

  Date: 06/06/2025

  Our client purchased the VIP Coaching Program on February 25, 2025, 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 the client requested to reschedule their initial Kickoff Call shortly after onboarding. In April, the client shared concerns about limited progress and expressed dissatisfaction with the structure of the plan. In response, the client was offered options including a plan review, a program restart, and a reassignment to new Trainer.
  
  The client later submitted a formal request under the results guarantee, stating minimal weight loss despite program participation. Upon review, it was determined the client did not meet the requirements for the results guarantee due to inconsistent adherence to the coach-prescribed plan. This included multiple self-assessments indicating partial compliance and documented resistance to dietary and exercise adjustments recommended by the coach.
  
  As a goodwill resolution, we offered a restart with a new coach and a courtesy discount, both of which were declined. A partial refund was ultimately issued, and the clients program was canceled per their request.
  
  While we understand the clients continued dissatisfaction, we fulfilled our obligations under the program terms and extended multiple resolutions to the client. The matter has been addressed in accordance with our policies.
  
  We remain committed to supporting our clients within the bounds of our program policies and wish the client the best moving forward.

  Customer Answer

  Date: 06/26/2025

  Apologies if I wasn't clear about this complaint. This is not about my satisfaction. This is about the fact that the company has a guarantee where customers should see results in 90 days or they would be refunded, as long as they adhered to the program and sent in the required weekly and bi-weekly check-ins. I fulfilled all of those requirements, did not lose weight and thus, would like a refund.

  The company keeps referring to a discussion I had with my coach back at the beginning of April where I expressed concern at the fact that my coach wanted to me to move from a 3-day workout regimen to a 5-day regimen. I was concerned because this went against what I though I was supposed to expect from the program. The company is trying to use this conversation as reason to believe that I did not adhere to the program. However, if they were to look at the messages sent between my coach and I on April 10, they would see that my coach said she understood my concerns (which would indicate they were valid) explained her reasoning and then I responded with "Great, thanks for the explanation. I can do 5 days a week for a week or 2 to get things moving." This and my workout logs show very clearly that I ended up sticking with the program even though I had initial concerns about it at first. So the idea that there was push back from me to my coach concerning this shows that I did not adhere to the program is a absolute fallacy.

  Once again, given that there is ample evidence to show I followed the program, I would like a refund, per the company's 90 day guarantee.

  

  Business Response

  Date: 06/30/2025

  We appreciate the clients clarification and take their concerns seriously. We understand they feel they fulfilled the requirements for our Results Guarantee, and we have reviewed their file thoroughly with that in mind.
  
  Our guarantee is designed to support clients who follow the program as outlined by their coach, including adhering to personalized guidance and submitting consistent check-ins.  Our review also noted multiple entries including self-reported assessments that reflected partial compliance with key areas of the plan, such as nutrition and lifestyle adherence.
  
  Our determination was based on a full evaluation of the clients check-in data, communication history, and progress indicators over the course of the program.
  We recognize the client made a sincere effort and, despite not qualifying for a refund under the Results Guarantee, we extended multiple resolution options including a program restart, a new coach, and a partial refund to demonstrate goodwill. These actions went beyond what is required by our policy.
  
  We remain confident that we handled this matter fairly and transparently. We consider this case resolved and continue to wish the client the very best in their wellness journey

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23431961
  
  I am rejecting this response because:
  
  While I appreciate the fact that the company claims it did a thorough review of my adherence to the program, I sill maintain that they are not giving me substantial reason to believe I did not adhere to the program.
  The company continues to reference the fact that check in data, adherence to the nutrition and lifestyle program and progress indicators as reason to believe that I did not comply with the program set forth by my coach but fail to mention how these are perceived.
  If they are going off of progress indicators, such as weight and measurement tracking and the personal photos I was required to take every week/2 weeks, then they will find little to no progress, which is the entire reason for this refund request. If the company is maintaining that the fact that these havent changed and that is evidence to believe I didnt follow the program, all that shows is that the program didnt work. Which again, is the whole reason I applied for a refund.
  If the company is referring to nutrition tracking and workout tracking (Im assuming thats what they mean by lifestyle tracking)then thats easy enough to verify. It can be clearly seen on my fitness tracking record that I followed all of the workouts assigned to me by my coach,with 2 exceptions. One week when I was having problems with my asthma, which I clearly communicated with my coach about, per the instructions given in the **** and which my coach seemed to communicate was alright, and once when my coach changed my workout routine and I was trying to work my schedule around the new things. I also logged my foods in such a way that my calories and macros should have been easily enough to track in keeping with the dietary restrictions set forth by my coach. Again, I was not given any reason to believe that I was not adhering to the nutritional program, particularly when the **** and my coach implied small measures of deviation from it (food swaps, via the swap bible, cheat meals, etc.). In fact, there are multiple instances where I asked my coach in our correspondence what she thought of my adherence based on what she could see via my tracking and every time she seemed to imply that I was following things just fine. There are also times where she encouraged me and told me how well I was following the plans and adapting to new things brought on,therefore I thought I was following the plan just fine. If the company wants to imply my coach was misleading me into thinking what I was doing as right when it wasnt, then thats a whole other conversation that needs to be had.
  
  The company also keeps referencing self-reported assessments as reflecting partial compliance with key areas of the plan. I do not accept this as all of those self-assessments were subjective and the company provided no rubric as to how self-assessments should be used. Therefore, my self-assessments were fairly conservative. I mostly scored myself as 8 every week (with the exception of the first two weeks where I was rearranging my entire diet, something I wasnt expecting to have to do, and the week I missed a workout because of health reasons). I scored myself as 8 because, even though I thought I was following the plan fairly well, I still was low on energy and not seeing results in terms of weight and measurements. I also thought the self-scoring would open up discussion with my coach if anything needed to change. Had I been seeing results and/or seeing an energy increase, I may have scored myself 9s or 10s at time. But I didnt. Again, there was no way for me to know this was a problem,particularly when, yet again, my coach would encourage me on those scores.
  I believe this covers areas where I have provided clarification and would appreciate more clarification from the company.
  I thank the company for their patience as I try to work out their reasoning with this, but Im still not satisfied with their reasoning nor their offers. As thankful as I am that they expedited a partial refund in the sense of canceling the rest of my time on the program, a partial refund is not a full refund.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/03/2025

  We appreciate the clients detailed follow-up and the effort theyve taken to explain their position. We also recognize their commitment to the program and the communication they maintained with their coach throughout.
  
  As previously shared, our Results Guarantee is based on full adherence to the program, including following all coach-directed plans, submitting weekly check-ins, and demonstrating consistent ********* our review, we noted self-reported assessments indicating less-than-full adherence during key weeks, which, while self-submitted, are considered alongside coach observations and tracking data. We also found periods of deviation in both workout and nutrition adherence which the client acknowledged even if communicated and well-intentioned. While we respect that their coach offered encouragement, this does not override the formal criteria in our ********* reiterate, our intent is not to discredit the clients effort. In fact, that effort is why we extended multiple resolution options, including a coach reassignment, a program restart, and ultimately a partial refund all beyond what is required under the guarantee.
  
  We understand the client remains dissatisfied, but we maintain that our decision was made in good faith and in alignment with the guarantee terms. We consider this matter resolved and wish the client continued success in their health and wellness journey.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23431961
  
  I am rejecting this response because:

  Complaint: 23431961
  
  I am rejecting this response because:
  
  Again, the company seems intent on providing non-evidence as evidence that I did not adhere to the program and appears to just be making up reasons as to why they do not need to honor their guarantee.

  
  To begin the company just stated our Results Guarantee is based on full adherence to the program, including following all coach-directed plans, submitting weekly check-ins, and demonstrating consistent effort.

  
  I have done every single one of those.

  
  I followed my coach directed plan, even though it was never the plan that I signed up for when I joined the program.

  
  There can be absolutely no disputing that I submitted weekly check-ins.

  
  The company has admitted to my consistent effort throughout this entire conversation. They even state that it is not their intent to discredit my effort.

  
  I did every thing the company required of me and did not lose weight. The company **** me a refund in keeping with their 90 day ************ is as simple as that.

  
  In reference to their statement that I acknowledged and self-submitted periods of non-adherence to the program, those were specific instances and self-submission was not merely well-intentioned. The self submissions were in keeping with the companys own policy as laid out in the **** of the program. In the **** are guidelines for following the program. One FAQ states:

  
  WHAT IF IM JUST TOO TIRED/BUSY TO WORK OUT ON MY SCHEDULED WORKOUT DAY?
  Thats ok! It happens. You can use that day to rest and get back on track the next day. Just shoot me a message to let me know and Ill adjust your calendar.

  
  That sounds an awful lot as if there is wiggle room for missing a workout or two, as I did, as long as it is self-acknowledged so that that coach can act accordingly, as I also did. If thats not what the company meant with this information then that it is highly misleading.

  
  In addition, there are quite a few **** that deal with the appropriateness of asking for or eating other foods not mentioned in the program as long as it is worked out with the coach. All of my communications with my coach were in response to this information. If the company meant something else with this information, then again, they are being incredibly misleading.

  
  The company also stated in their last e-mail While we respect that their coach offered encouragement, this does not override the formal criteria in our policy.

  
  My question is, how so? The company has made it very clear that the formal criteria in [their] policy is full adherence to the plan put forth by the coach, doing weekly check-ins, and commitment to the program. Im going to emphasize that the first criterion in this list is full adherence to the plan made by MY COACH. So, why would encouragement from my coach not be followed. If what my coach is encouraging me to do is not part of the plan that I should be following, then the coach shouldnt be encouraging it, plain and simple.

  In addition, as stated before, I asked my coach MULTIPLE TIMES if it looked as if I was not losing weight because I was not following her plan.Every single time she said she didnt seem to think I wasnt following the plan and that I wasnt losing weight because my body was resistant to change and just needed more of a push. If this was incorrect, and I was not losing weight because I was not following the program, then it means my coach flat out lied to me or at the very least misled me. In addition, the company states that they make the decision as to whether the plan was followed using coach observations. If the coach is informing the company of certain observations but did inform me of them so that I could adjust my actions accordingly then that is also highly *************  both of these cases, my coach's lack of communication is the company's problem, not mine. In addition, in both of these cases I should demand my money back, not simply request it per the guarantee, since it means my coach just gave me false or misleading information and was not trying to enact a plan to help me lose weight.

  
  The company can say as long as it wants that it considers the subject closed. But the more I communicate with them the more I am convinced that I followed the program and they are simply just trying to work their way out of honoring their guarantee by dancing around the subject.  

  Furthermore, I believe this latest back and forth with them has shown how misleading their communications are whether intentional or not.
  I hope through this communication, people will see how dishonest this company is. They are withholding my refund due to non-communicated standards and non-truths (again there is absolutely no information about how weekly check-ins and self-assessments are measured) and apparent false information communicated through my coach and the resource material given to me.

  
  I will not consider this issue resolved until my money is refunded. The company can state that it has gone above and beyond my offering me things but it is apparent that those offerings are as smokescreen.

  
  Why would I want to restart a program that was not what I paid for to begin with, restricts my life and doesnt work?

  
  Why would I want another coach when I have no assurance that one coach is not like the other?

  
  Why would I be satisfied with the cancelling of a program I had no-intention of continuing after finding out it already didnt work.

  
  As I said before, I will not be satisfied until I am refunded my money per the companys 90 day guarantee. Furthermore, if the company continues to drag this out, I will begin to look into what legal action I am able to bring forth against the company for working under false pretenses.
  
  Sincerely,
  
  ******* *******
  
  

  

  Business Response

  Date: 07/08/2025

  We appreciate the clients continued engagement and the opportunity to respond once more.
  Our 90-Day Results Guarantee is in place to protect clients who fully commit to the program including following coach-prescribed plans, submitting weekly check-ins, and maintaining consistency in workouts and nutrition. As outlined in previous responses, our internal review based on the clients self-assessments, coach feedback, and tracking data showed several instances of partial adherence and non-compliance, which disqualified the client from a refund under the terms of the guarantee.
  The program requires more than effort alone it requires full and consistent compliance. Encouragement from a coach does not override formal policy criteria or change the guarantee terms.
  That said, despite the client not meeting the eligibility requirements, we are issuing a full refund as a one-time exception. This decision is not an admission of fault or a change in our policy, but rather a final gesture of goodwill to close the matter respectfully.
  We remain confident that our team acted fairly, transparently, and in accordance with all stated policies. We consider this matter resolved and wish the client the best moving forward.

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I thank the business for this response.

  
  In the same sense that the company returning my money is not an admission of guilt, I hold that my receiving it is not an admission of concession in this matter.

  
  Unfortunately, it appears as if we will have to agree to disagree in this matter.

  
  I still maintain that I gave full effort to this program to the best of my ability and in keeping with the information and guidelines that the company made known to me. If the company believes I did not show full compliance by using other metrics that were not clearly communicated, then I believe the problem lies with the companys ability to communicate clearly. In fact, I think there are a lot of problems that could have been avoided or resolved sooner with better communication from the company.
  

  Such examples are:
  -If encouragement from a coach does not override the companys formal policy (which seems to include listening to ones coach, so this whole idea seems odd) then the coach should not be giving such encouragement to a client as it could derail the client in the program.

  
  -additionally, if it is apparent to the coach that a client is not adhering to the program then it is on the coach to communicate this and certainly it is on the coach to not tell the client otherwise.

  
  -if the company bases consistent effort on subjective self-assessments and not the actual objective logs that a client must fill out, then the company/coach should make it clear to the client what the rubric for the self-assessment is.

  
  That being said, I accept the companys willingness to refund my money and will receive the goodwill refund as money, I feel, should have been returned much sooner. Nonetheless, the money has been returned either way and I am happy to drop this issue and wash my hands of this company.

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