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 Drive Dallas, TX 75220

• 

  Sculptnation

  10750 Denton Drive Dallas, TX 75220

• 

  V Shred LLC

  10750 Denton Dr Dallas, TX 75220-1516

• 

  Sculptnation

  10750 Denton Dr Dallas, TX 75220-1516

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:04/17/2023

  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 originally purchased the fat loss extreme program for women on February 28th, 2023 for $57.00. I was then convinced into getting the Elite Plan for better and faster results. I was required to get a loan for stop $3000 with affirm. I did not have to pay for the month of March. The 1st payment of $137 was due April 1st. Before April 1st, I got into a very bad car accident that has currently made me not able to do physical activities and has added several medical bills to my plate. I reached out to vshred support in mid March via their online form and received no response. I then reached out to ********************************** on April 10th and haven't received even a notice of delivery. I also reached out my coach ****** and explained my situation and she said she would pass the same information to support. I have yet to receive even a notice of delivery. I am now receiving emails from affirm because I have not paid this month and my loan is being sent to collections. When I reached out to affirm today (April 16th) they have not gotten any information from vshred regarding a cancelation. I understand their cancelation policy regarding this plan but these are extraordinary circumstances that call for a revision to this policy in this instance. I also felt like for the time I was able to utilize the plan it did not produce the fast amazing results that the hour long video guaranteed as well as the 30 zoom call I participated in. The does not seem personalized for the individual like promised and is also not hands on like guaranteed it felt never neglected in the personal trainer dynamic.

  

  Business Response

  Date: 04/20/2023

  Upon a further review of the client ************************************* account, we have decided that although the custom program purchased is typically non-refundable, we have decided to make an exception due to the client's injuries. As such, we have provided a full refund, which will be reflected on their online credit card statement within the next **** business days and on their paper statement at the end of the current billing cycle.
  We would like to extend our best wishes to ****************** for a speedy recovery, and express our gratitude for considering our company for her journey.

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:04/17/2023

  Type:Customer Service 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 am an auto ship customer for a monthly supplement called Burn 2.0. I have been trying since mid March to find a way to cancel this subscription and not pay or receive any more supplements. They do publish a phone number but when you call it says this business does not take phone calls any more. I have tried sending emails to 3 different addresses and one 1 sent on 4/3 was acknowledged saying they would get back with me shortly. Next thing I know they charge my credit card again on 4/8 and send another shipment and they still have not followed up on the email they acknowledged.I requested to cancel my subscription and receive no further orders. They advertise that you can change or cancel your order anytime but I never imagined it would be so hard.

  

  Business Response

  Date: 04/18/2023

  At V Shred, we strive to be the leading online fitness brand, providing our clients with the tools they need to reach their health and wellness goals. We are proud to have helped thousands of people across the globe achieve their fitness aspirations through our personalized programs, supplements, and support services. Our team is dedicated to delivering exceptional customer service and ensuring our clients have the best possible experience on their wellness journey.
  
  On April 3rd, the Customer reached out with a request to cancel their Burn Evolved 2.0 subscription. While we are currently experiencing a high volume of contacts which has delayed our standard reply times, weve made efforts to issue out an acknowledgement of receipt to each outreach, to assist in setting proper expectations for a reply timeline. In addition to our acknowledgement emails advising of our volume and it's impact, we've doubled our efforts in procuring immediate resolution to every customers concerns, by providing a live chat support line for clients requiring immediate attention. Clients with urgent concerns, such as, but not limited to subscription cancellations, may reach us in live time via our live chat channels during normal business hours.
  
  Our goal continues to be to resolve all customer concerns efficiently and in a timely fashion each and every time. As such, in spite of our delayed reply times, we are continuing to honor our money back guarantee for each customer. Our customers are at the heart of our organization and our entire team works hard in providing support to every outreach. We believe that providing a good customer experience ensures that our clients needs are met in a way that builds trust and loyalty to the organization.
  
  In tune with our core values, we have since issued a full refund to the customer for ******* subscription and advised there is no need to return the supplements issued. The customer's subscription has since been cancelled and a separate email has been issued advising the customer of the approximate timelines for the refund to process. The customer should expect the return of their funds back to their account within the next **** business days, depending on their bank refund timelines. A separate email confirmation was issued upon the completion of the processed refund and sent directly to the customer with the above details and time frames.

• Initial Complaint

  Date:04/17/2023

  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.

  On March 10th I signed up for a diet and exercise program V shred online. I paid for a diet and exercise course and supplements. I was then told I needed to speak with someone in the company to continue. At this point Im confused. I received an email from ****** to call me to sell me the program. I should have stopped it there but got caught up in what Vshred could do for me. So I signed up and the payment is $2000.00 with Affirm for payments. The payments were not to start until May to give me time to see how the program works. Affirm debited the money April 15. So by now, I have not had my trainer call or my supplements sent to me or even a specialized diet built just for me. Vshred sent over a generic diet that I have seen many times before. I have contacted Vshred to find out where my trainer call was which took 10 days from sign up because I got forgotten. Then on the scheduled day of the call it is cancelled for emergency reasons by the trainer. Thats understandable so I waited and I never got a return call. At this point Im feeling scammed. And I have lost confidence in Vsheds ability to help **** want to cancel my subscription and have my money refunded to Affirm or myself so I can pay off the debt.Please assist me in this if possible *******************************

  

  Business Response

  Date: 04/25/2023

  Our client purchased the V Shred Accelerator Plus Coaching program on 3/14/23 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 following timeline of events:
  3/16: Our team confirmed we received her Questionnaire
  3/17: Client texted our team to tell them someone needed to call her and that she expected to work with someone over the phone. One of our Concierge Team members scheduled a call with the client but client did not show up for the call so we left a voicemail and sent a text followup letting the client know she would receive a message from her Coach soon. Client replied via text stating that work got in the way but she was ready to get going
  3/18: Client was assigned to her Coach and her Coach reached out to to introduce himself. That same day, client sent an SMS asking to cancel the program because she wasnt satisfied with it
  3/20: One of our Success Coordinators reached out to inquire about the reason for canceling and if there was anything he could do to help
  3/21: Client emailed her Coach and expressed excitement about working together and shared the equipment she had available at home. The Coach responded positively
  3/23: Client emailed her trainer to schedule a call and asked for times. At that same time, her Coach had to depart for a family emergency
  4/1: Client emailed our support team to report she had not heard from her trainer and wanted to cancel her program. Her Coach sent a message requesting a reschedule of her call but the client did not respond
  4/4: One of our Success Coordinators reached out to offer assistance and help the client reschedule. Her Coach apologized for not following up sooner
  4/6: Client replied that she wanted to cancel and wanted a refund
  4/7: Client replied to our Success Coordinator that her Coach had still not responded to her email and she was about to file a complaint. Our records show her Coach did respond and also apologized for the delay in communication but the client did not respond to these emails
  4/8: Client emailed one of our founders stating that she had waited a month for her personal training package and had received nothing, and then threatened to expose the company. One of our Success Coordinators reached out to offer a courtesy discount and help her get reassigned to another Coach
  4/16: (almost a week later) Client emailed our support team with more threats of filing complaints
  4/17: Our team replied that somebody would reach out to her
  4/18: Our team explained that while she was not eligible for a refund, per our Terms and Conditions and our 90 Day Results Guarantee, we would extend a courtesy discount for her inconvenience and could restart her program with another coach at no additional cost to her. This was our last communication with the client and this offer still stands.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19942853
  
  I am rejecting this response because: I have not received anything in the way of a personal diet meant just for me or and exercise program to date. I was offered a discount and to restart the program however by that time I have become disillusioned with V Shred and I don't have faith that they will be able to help me. I gave you detailed dates which are correct. Some of V Shreds dates are off. From the time I signed up online 3/10/23 to the call I was to have with my trainer was 13 days. It was to be 3/25/23. ****** who called me to sign me up said it would be 24 to 48 hours not 13 days. then my trainer forgot to call me back. Another week went or so went by. He did email me and admitted to forgetting me. By this time I am mad and feeling scammed. I no longer want to be involved with this company. Since then I have research online many people who have fallen to this very problem almost verbatim.

  I was never explained about a 72 hour cancellation or give any written contract. I have gone back into my V Shred app to look for a contract and there is not one. Just that I can't cancel due to putting so much work into my program. That can't be true as they have not spoken to me personally to find out my needs. I do have a physical limitation and a condition called ****** Danlos which effects my joints. I cannot do all the exercises the way they gave them in the beginning. 

  Bottom Line, the relationship has become contentious. I do not trust them due to all the negative feedback I have read as well as how I have been misled from the beginning. And in this day and age what business gets to keep $2000.00 of my money and give me nothing. I will not walk away from my money. This is not fair and the way this has been presented me is less than above board. 
  
  Sincerely,
  
  *******************************/

  

  Business Response

  Date: 05/01/2023

  We would like to express our sincere gratitude to client ******************************* for taking the time to share their valuable feedback with us. At our organization, we take all feedback seriously and strive to use it to continuously improve our services. We understand and regret any confusion or inconvenience that *** have been caused and want to assure our clients that our trainers are dedicated to meeting every client's unique needs. We recognize that trusting online services can be daunting, which is why we are committed to providing exceptional customer service and being responsive to our clients' needs. Our team is always open to making changes to better serve our clients. Our ultimate goal is to help each and every one of our clients achieve their fitness goals.
  
  Although our program is typically non-refundable, we understand that this situation warranted an exception. We are pleased to inform the client that we will be providing a full refund, which will reflect on their online credit card statement within the next **** business days and on their paper statement at the end of the current billing cycle.

  Customer Answer

  Date: 05/02/2023

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

  

  Business Response

  Date: 05/23/2023

  We have been notified that the client has disputed the amount in Affirm, which prevents us from processing any refund until the dispute is settled.

  Customer Answer

  Date: 05/24/2023

   
  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:04/17/2023

  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.

  On 4/9/23, I originally paid $61.74 for a basic program Then I received an email saying that my did not complete my order. When in actuality, it was an order that I never started. It was for another product from this company. Totally misleading. Anyway, I thought that I was completing my original order and on 4/10/23 paid $40.08 I contacted the company for a refund on the $40.08 and haven't heard anything for a week. I want my refund.

  

  Business Response

  Date: 04/17/2023

  We are currently experiencing a high volume of contacts, which has delayed our standard reply times. To assist in setting proper expectations, we have made efforts to issue out an acknowledgement of receipt to each client who reaches out via email. In addition to our acknowledgement emails advising of our volume and its impact, we have doubled our efforts in procuring immediate resolution to every customers concerns. We provide a live chat support line for clients requiring immediate attention, and our goal is to resolve all customer concerns efficiently and in a timely fashion each and every time.
  With our customers at the heart of our organization, providing exceptional service is at the heart of what we do. We want to assure you that we have issued a full refund for the duplicate purchases confirmed in April of 2023. We have also issued a follow-up email to the client, advising them of their refund while providing an approximate refund timeline of ***** business days, pending their banking or card issuer's refund processing timelines. We wish them the best on their fitness journey!
  We strive for transparency in every step of the check-out process, and we apologize for any confusion experienced by our client. We want to reiterate that we are taking steps to improve our communication channels and our ability to address concerns promptly. Thank you for bringing this to our attention, and we appreciate your business.

   

  Customer Answer

  Date: 04/22/2023

   
  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:04/17/2023

  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.

  REFUND REQUEST I purchased vshred program but upon reviewing their program, I realized that it is not for me.I **** 2 emails to Vshred requesting a refund, one on 4/2 and the other on 4/5.It is very disappointing, frustrating that it's been 14 days and I still didn't not get my refund. On ***** video pre****ation he mentioned several times that we can request the refund, no questions ask. Where's my refund?Vshred **** me a generic email stating that they received my email, but the content of their email has no specific information about my request. It it very disappointing, frustrating to deal with Vshred.My request is simply: refund my money to my original payment.

  

  Business Response

  Date: 04/17/2023

  Thank you for choosing our platform to help you pursue a healthy and active lifestyle. We understand that you were not satisfied with your purchase and we sincerely apologize for any inconvenience caused.
  We received your email on April 2, 2023 at 4:33 am, as well as your subsequent email on April 5, 2023 at 7:06 am, requesting a refund for the Fat Loss Extreme for Her $57 Bundle. We want to let you know that we have processed a refund for your purchase, and we kindly ask that you allow **** business days for the funds to fully reflect on your account.
  We understand that our response time was longer than is acceptable, and we apologize for any delays you may have experienced. We want to assure you that we are redoubling our efforts to ensure that customer requests are addressed in a timely manner.
  Once again, we apologize for any frustration that this situation may have caused. We appreciate your feedback and we will use it to continue improving our platform and services. If you have any further questions or concerns, please do not hesitate to reach out to us.

  Customer Answer

  Date: 04/18/2023

   
  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,
  
  Amor *******

• Initial Complaint

  Date:04/17/2023

  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 the Fat Loss Extreme for Her Digital Bundle for $57 on 4/15/23 after watching the lengthy promo videos. During the purchase process, the company does make you watch several other promotional videos to attempt to get you to purchase additional product. I did also purchase the Burn Evolved 2.0 and the Burn PM for $49 each for a total of $155. After being sent the email, and clicking the links as well as downloading the app, I found I was not actually able to fully access anything I purchased. I requested a full refund of not only the digital product but the supplements as well since without being able to view everything that was promised on the videos the supplements were irrelevant I did receive. Confirmation email that they received my email- however, they stated it could take 10 days to respond. After reading MANY other similar complaints about this company, my fear is I may not hear back from them until after the 30 day money back guarantee product. I would like a full refund of the purchase price of $155 please.

  

  Business Response

  Date: 04/17/2023

  We are sorry to learn of the issues the customer has experienced regarding their purchase of a Fat Loss Extreme for Her $57 Bundle as well as one bottle of Burn Evolved 2.0 and one bottle of Burn PM.
  We reviewed the customer's account and can confirm that the reason the customer did not receive a confirmation email is that the email was entered incorrectly at the time of purchase. It was entered as ************************ instead of *************************** received the customer's email requesting a full refund on April 15, 2023 at 7:30 pm. We replied by email on April 17, 2023 at 11:25 am to advise the customer that we have issued a full refund, and we ask that the customer allow **** business days for the funds to fully reflect on their account.
  We sincerely apologize for any frustration experienced by the customer, and we appreciate the opportunity to resolve this. We wish the customer the best of luck in future fitness endeavors.

• Initial Complaint

  Date:04/17/2023

  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.

  Jan 2, 2023 $2191.71 pay ****** Finance charges ******* total 11.14%APR 36 Months Ive been emailing back-and-forth to supervisors at V shred regarding a program that did not work for me. They will email me back once and tell me how I did not send in measurements and did not communicate with my coach. I have plenty of documents, measurements and communication between my coach and I.. We communicated a few times within the week for 90 days. I have documents to prove the communication between my coach and I. I was advised by ******** ************************************* if I did not see results in three months, I would get a full refund. I have her email stating that. I will upload those documents.. Ive been on this program for 90 days now, and I have not seen any progress. When my trainer ****************** requested measurements I sent them to her. I did exactly what she told me to throughout the 90 days. I uploaded those documents. If I need to send all I will. The only response I got back was they would give me three months for free and add that to my program. They wont give me a refund. V shred is not returning or emailing me back regarding my refund. I am requesting a full refund. I have the documents, screenshots, measurements, and communicated with my trainer. I was told I would be given a refund.

  

  Business Response

  Date: 04/21/2023

  Our client purchased the V Shred Accelerator Plus Coaching program on 1/2/23 and was onboarded shortly after. 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 following timeline of events:
  Jan 4: Client emailed her Coach with questions and her Coach replied
  Jan 6: Client requested a refund stating she wasnt happy with the program. One of our Success Coordinators offered the client a phone call to learn more about her reasons for requesting a refund and client replied back that she was promised a money back guarantee during her sales call. Our team reviewed the call and found no evidence of this statement.
  Client replied to change her request for a refund by stating her food on the plan was not edible. One of our team members reached out again to resolve the situation but client did not reply.
  
  Jan 18: Client checked in with her Coach via email
  Mar 9: Client responded to an email from her Coach
  Apr 10: Client requested a refund again, now stating shes unsatisfied because she has not lost any weight
  Apr 12: One of our Success Coordinators reached out to ask about the clients journey and summarized that the client had not submitted her weekly check-ins, submitted before and after photos, shared progress updates, stayed in touch with her Coach, or completed any Zoom calls with her Coach. Client claims she submitted her progress but our team only has records of a few check-in emails.
  Apr 12: Another Success Coordinator reviewed the clients case in more detail and did not find weigh-ins from the client on a regular basis. They then offered to restart the program with an RDN Coach (one of the specialists on our Elite Trainer Team). This was the last communication from the client.
  Per our Terms and Conditions and our Results Guarantee that were provided to the client at the start of the program and which state that a client must complete the 90 day program, submit weekly progress, follow the Coachs instructions, and if they fail to achieve any results, we will refund their investment our client is not eligible for a refund.
  
  However, our team has already offered to restart the program for her with a different coach at no additional cost to her. This offer still stands.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19941153
  
  I am rejecting this response because:
  Hi Colton, 
  
  
  I would have weighed in more if I was advised by my coach. She never requested me to weigh in more. I assumed she knew how to adjust my macros if I wasnt loosing the weight. Thats why I hired a coach and started V shred.   Why am I paying for a coach If shes not going to advise me of what I need to do?  Thats why I started this program is to get help.   
  
  
  You guys do guarantee results within 90 days or you get a refund.  You stated above that you read all the Voxer messages.  So Im assuming you read ************** stated,  This is also guaranteed results by the way, so let's just say 3 months from now. You're not happy with You know you don't get results. You don't see anything. You're gonna get your money back, but that's the absolute worst case scenario"  
  
  
  I did everything the coach asked and requested me to do. The coach requested weekly and thats what I gave her.  Again, I shouldve been advised by my coach that she needed me to weigh in a couple times during the week so she can get an accurate reading.   Like I stated above, thats why I hired a coach.  I shouldn't be held accountable just because the coach did not advise me.  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/26/2023

  We completely understand the client *************************' concerns and apologize for any confusion or inconvenience regarding their experience. It does state in every check in email that the customer received that weighing yourself daily isn't required, but we recommend doing it at least 3-5 times per week to get a weekly average so the trainer can adjust where it is needed and create the best plan for the client. We sincerely appreciate all feedback given to be able to provide clients the best service possible. Although this custom program is typically non-refundable, we have made a one-time exception to issue a full refund as a one time courtesy which will be reflected on their online credit card statement within the next **** business days and on their paper statement at the end of the current billing cycle.

  Customer Answer

  Date: 04/27/2023

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

  

  Business Response

  Date: 05/11/2023

  We extend our gratitude to Client ************************* for bringing this matter to our attention and giving us the opportunity to address it as quickly as possible. Upon investigation, we identified a technical error in the original refund submitted on April 26th, which resulted in the delay. We promptly resolved the issue and resubmitted the refund through Affirm. We also reached out to the client to express our sincere apologies for any inconvenience caused by the delay. We provided confirmation that the refund has now been processed and will reflect on their online credit card statement within the next **** business days and on their paper statement at the end of the current billing cycle.

  Customer Answer

  Date: 05/12/2023

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

• Initial Complaint

  Date:04/17/2023

  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.

  On April 11, 2023, I have purchased the product called the female fat loss extreme. It was for $57 but I was charged for much higher price since I am ******** base. They did not let me know that they would be charging me a US price and thats why I purchased the product as I thought it was $57 ******** with no hidden charges. I was charged for $79.20 ******** dollars. The same day I have sent an email saying I would like to cancel my purchase and get my refund. They promise that I have a 30 day period to make a refund and there would be no questions asked. I have been emailing the support email they have provided and sending messages to one of their coach but there was no response at all. They are not taking this matter seriously. Please help me get me my money back. Thank you

  

  Business Response

  Date: 04/17/2023

  We are truly sorry for the delays experienced by the customer regarding their request. We assure the customer that our customer service team is working very hard to ensure that all inquiries are responded to in the order in which they are received.
  We received the customer's email requesting a refund on April 11, 2023 at 4:11 am, and we responded via email on April 17, 2023 at 11:01 am to advise that we have issued a full refund for their purchase of the Fat Loss Extreme for Her $57 Bundle, and we ask that the customer allow **** business days for the funds to fully reflect on their account.
  We recognize that our response time was longer than is acceptable. We sincerely apologize for the delays, and assure the customer that we are increasing our efforts to ensure that customer inquiries are resolved in a timely manner.
  We appreciate the opportunity to resolve this for the customer.
  
  
  
  

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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 the fat loss extreme program, custom diet plan, 6 bottles of Burn and 6 bottles of Burn PM on April 11th. It states that you will receive an email notification of your order and that it will ship within ***** hours. I have not received any notification of shipment, but they have charged my card for everything. No custom diet plan either. I have tried calling and only get robots, no live person. The custom diet plan says you will receive an email from your trainer with 48 hours of completing your questionnaire. I filled out the questionnaire in April 11th and nothing. I am completely unsatisfied and want the complete refund like they promise and advertise. I had hope with this company; but their lack of customer support and acknowledgment of customers request for a refund with no questions asked was totally misleading in their advertisement.

  

  Business Response

  Date: 04/17/2023

  We  are dedicated to providing quality programs and nutritional supplements to help our clients achieve a healthy and active lifestyle. We proudly offer a money-back guarantee on all our products, which can be viewed on our website at the following link: *****************************************************************
  We apologize for any frustration experienced by the customer. Our records show that on April 12, 2023, the customer purchased a Fat Loss Extreme for Her $57 Bundle and Custom Diet Plan, as well as 6 bottles of Burn Evolved 2.0 and 6 bottles of Burn PM. We shipped the Burn Evolved 2.0 and Burn PM supplements on April 17, 2023, with **** tracking number 9261290277966535173640.
  We received an email from the customer on April 15, 2023, at 12:08 pm, requesting a refund, and we responded via email on April 17, 2023, at 11:05 am, advising the customer that we have issued a full refund. We kindly ask that the customer allow **** business days for the funds to fully reflect in their account.
  We sincerely apologize for any confusion regarding the customer's purchases, and we thank the customer for allowing us to resolve this matter for them. We wish them the best of luck with their future fitness endeavors.

  Customer Answer

  Date: 04/18/2023

   
  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:04/17/2023

  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 ordered my supplements four weeks ago and havent received them. I have sent emails asking when will they be shipped since payment of $65 was already taken & I have yet received a reply or my supplements. Theres no phone number to contact anyone. THIS IS A SCAM!

  

  Business Response

  Date: 04/17/2023

  We are committed to helping our clients achieve their fitness goals through a combination of digital workout programs and nutritional supplements. We apologize for any confusion regarding the order placed by the customer with order number ************************************ for the Fat Loss Extreme for Her $57 Bundle, which is a digital workout program bundle available only online and does not include any physical supplements.
  We acknowledge that the customer sent several emails inquiring about the status of their physical order, and we apologize for the delay in responding to their concerns. We have since emailed the customer to confirm that a full refund has been processed and kindly asked that they allow **** business days for the funds to reflect in their account.
  We understand that our response time was longer than acceptable, and we apologize for any inconvenience this may have caused. Please note that we have recently experienced a higher than average volume of customer contacts, which has caused delays in our response time. However, we are actively working to address this issue and improve our customer service to ensure that all customer concerns are addressed promptly and efficiently.
  We value our customers and strive to provide the best possible experience for them. Thank you for your understanding.