Complaints

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

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  V Shred, LLC

  Las Vegas, NV 89103-5239

  
• 

  V Shred LLC

  10750 Denton Dr Dallas, TX 75220-1516

• 

  V Shred LLC

  10750 Denton Drive Dallas, TX 75220

• 

  Sculptnation

  10750 Denton Drive Dallas, TX 75220

• 

  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:02/08/2023

  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.

  After purchasing the program the money came immediately out of my account, but I received nothing. The next day I received a bunch of marketing emails to buy more items along with an email saying I would be getting info soon. I then received a email labeled login info, it contained a video telling me how to log in to the app to access the purchased material, but it told me to use the login info on a "confirmation email", this i had never received. I tried to log in with my email and recover a password, since i was never given one, this did not work...it said it would send me an email to recover the password...but I got nothing (and yes, i did check spam and junk folders). After 2 days of getting no info to log in but TONS of emails to buy more things, I sent the support email a request for my password or info how to login. I got a generic response saying they are working on my request, along with ANOTHER offer to buy more things. Then after waiting again and receiving nothing, I emailed again asking for a refund...I got the same response as before, with the same offer to buy more things! This seems to be a HUGE scam, they have not replied at all, I cant login, they just took my money and send me more emails to buy more things, I just want my money back, as offered they do have a "money back guarantee", I am definitely not happy!

  

  Business Response

  Date: 02/08/2023

  We offer a great shopping experience online where we make sure that all clients transactions are recorded and synchronized in our system. Our program is designed to send an automatic email confirmation for every successful purchase. They should have also received a receipt email, and then another email within a few minutes after their initial purchase containing the account username (which is the email used at the time of purchase) and a temporary password assigned to their account.

  These emails *** have gone to their spam folder at times, clients that did not receive their login details *** reach us through our chat online service during business hours for immediate and real-time assistance. They *** also send us a support request via email. They will get an auto-response email as an acknowledgment that we received their concerns and we will get back to them in the order in which it was received. Our email support team is working  24/7 to make sure we efficiently address all concerns.

  
  Clients *** occasionally receive emails with product recommendations that *** be relevant to their fitness goals, we hope this clarifies why you received offers after making their initial purchase. They are completely optional, and not required for them to begin with. These emails also provide helpful health content, and additional diet or training tips that we have acquired through research and trial over the years.

  
  We stand behind our products, thus most of our 90 Days programs are protected by our 30 Days Money Back Guarantee. We offer a risk-free purchase where clients can try our programs and see amazing results. If not satisfied we will refund their payment 30 days from the date of purchase.  In response to their request, a full refund for the Ripped In 90 Days $57 Bundle and Custom Diet Plan has been processed in accordance with our refund terms and condition. Funds should reflect on their account within **** business days or depending on their bank refund timeframe.
  An email confirmation and screenshot of the refund receipt were sent as proof of the refunded orders today.

• Initial Complaint

  Date:02/08/2023

  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.

  The funds were immediately taken from my account for this order. I was never emailed or provided an order number and I cannot log into my account on their website. I was not given the opportunity to create a password for access to my online account. When I click the request a password reset, nothing is sent. I've checked both my spam and junk email folders and nothing is there. I have tried repeatedly to get a hold of someone there at VSHRED to cancel the order and refund my money, but have not received a response. The product will not work from me because of my allergic reaction to one of the ingredients and the company will not respond to requests for refunds that are made according to their written digital product refund policy. In addition, the product contains many factual inaccuracies and does not match the description used in marketing. The order was for $411.26 dollars and no one has ever contacted me about a refund. Not that you can access the site. They charged my card 02/06/23

  

  Business Response

  Date: 02/08/2023

  Our supplements have been thoroughly tested to ensure they meet high-quality standards and provide the results we advertise online. Each ingredient is listed on the product page and can be searched online to learn more about the benefits. The supplements we offer have a unique blend that provides the benefits mentioned on our website. They are properly dosed, clinically-studied ingredients, rigorously tested, and backed by a lifetime, 100% Money-Back Guarantee.
  
  We are transparent with the product ingredients and clients can check the list of it on the product's page before purchasing. While our supplements are made with the best ingredients on the market, we only recommend them to people who are 100% healthy. If they have an existing medical condition, allergic or sensitive to any of its ingredients it's important that they get clearance from their doctor or nutritionist before taking any of our supplements, as we cannot give medical or nutrition advice that will fit everyone regarding their individual basis or personal circumstances.
  
  Our digital programs are also covered by our 30 Days Money Back Guarantee. As we continuously worked hard to improve our product and offer new premium content that produced incredible results for hundreds of thousands of men and women across the globe. Our customer support team offers 24/7 email assistance for all account-related concerns, rest assured that we will get back to them in the order in which their support request was received. They may also reach out via chat online service during business hours for all urgent issues needing immediate attention.  The client should have received a receipt email, and then another email within a few minutes after their purchase containing your username (which is the email they used at the time of purchase) and a temporary password assigned to their account. So the login email may have gone to your spam folder.
  
  In response to their request, a full refund for the Fat Loss Extreme program and for the BURN supplements has been processed. Funds should reflect on their account within **** business days or depending on their bank refund timeframe.
  
   An email confirmation along with the refund receipt was sent as proof of the refunded transactions today.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19365482
  
  I am rejecting this response because: They have only refunded me ****** where is the rest of my refund.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/10/2023

  Our records show that a refund for the entire order was successfully processed on February 8, 2023. Refunded transactions amounting to $150.48, $203.78, and $57 were successfully processed on the same day by our payment processor. We have sent a proper expectation that a refund may take 5 - 10 business days to reflect on their online credit card statement and on their paper statement at the end of the current billing cycle.
  
  A refund thus involves an exchange of information between 3-4 different parties. Each of these parties has its own mechanisms to file the refund request, map it to their respective payments that were originally made, and then process it forward. Many of these processes in the banking ecosystem are not fully automated and require manual oversight. Given the number of parties involved and the variance in their processes to handle refunds, it takes **** days for them to be credited back to the customer account.
  
  We have reached out again via email today and provided the refund receipt along with the Acquirer reference number as proof of all refunded transactions. An acquirer reference number is a unique number created in credit or debit card transactions when it transfers from the merchant's bank through the payment processor, and to the cardholders bank. These unique digits make the refunded transaction traceable so if an error occurs with the bank or merchant accounts, the information can be found. They may contact their financial institution and provide this number if the refund appears to be missing.

• Initial Complaint

  Date:02/06/2023

  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.

  VShred TimeLine Order was placed on 1/3/2023 for $57.00 of supplements.Zoom Call to evaluate program 1/3/2023 Order was taken for $3,255.49 without details being fully shared. This information was to follow with a metabolic assessment and description of the program with a more complete description of the exercise and nutritional aspects required.I provided a detailed history of my medical issues and restrictions none of which was accounted for when the program was sold to me.There was a questionnaire that I completed but was not taken into consideration.There was supposed to be a call scheduled to discuss the questionnaire that never took place.There was an intake that was never undertaken to discuss my medical issues and restrictions that should have taken place but never did. The website had issues preventing the intake process to be completed.The intake was completed and a follow up call was to take place so I could determine if the program was acceptable to me. The follow up call never took place.I was assigned a coach however it was not until 1/6/2023 that I had any interaction with the coach other than an email with him explaining my history, medical issues and limitations related to travel. The manager spoke to a department head who refused because the request was made after the 72 hour request time and once again reminded me there was a 90 day money back guarantee policy. I replied that I could not have cancelled within the 72 hour window since the full details of the program had not even been presented to me so I could not have know the program was not something I could undertake until it was explained. And even once it was explained after considerable delay, it was then already too late, according to the manager. I made an offer for an equitable settlement to the extent that they could prove services were actually delivered. A complete compilation of the complaint and supporting emails are attached.

  

  Business Response

  Date: 02/14/2023

  Our client ************************* purchased the V Shred Elite Custom Coaching Program on 1/3/23. 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 client responded to this email stating that he had difficulty filling out his Questionnaire so one of our Concierge shared some troubleshooting tips and offered a phone call to provide further assistance. The client was able to submit his Questionnaire so the agent confirmed receipt and notified the client they would be connected to their coach shortly.
  
  Part of our program involves connecting with the coach on Voxer, a communication app. Our clients download this app to text and leave voice messages with their coach. Our client stated he is not interested in using Voxer and proceeded to email his requests to his coach. His coach was happy to modify the process for him and agreed to communicate over email to accommodate. At this time, the client asked for more assistance understanding the documents for getting started that were sent to him. His coach created his custom meal plan and custom workout plan, and uploaded them to the clients account.
  
  The client reviewed them and asked for changes. Since we offer unlimited changes and adjustments with this program, the clients coach was happy to make adjustments to tailor the plans to the clients frequent travel schedule and other needs. The client then claimed that the program will not work for him and he wishes to cancel. His coach offered to assist with making any changes needed but the client insisted on asking for a refund. On 1/20 , the client claims he received no service of value and was misled during his initial call for joining the program.
  
  Our records show one of our Success Coordinators reached out several times to answer any questions the client had and explain that he is not eligible for a refund. The client continued to claim this program is a scam and that he didnt receive what he purchased.
  
  Our team escalated the case to a manager to communicate with the client and the client continued to state that he was not told about the refund policy and that services were not delivered. Client was sent screenshots of the emails he received with our refund policy on them and the terms and conditions listed when purchasing the program. However, the client continued to claim he has not received any services and wants a refund.
  V Shred has offered to pause this clients program until hes ready to move forward with it and he can restart the entire program. The first month of coaching services he already received would be at no cost to him. This was our last communication with the client.

  Customer Answer

  Date: 02/19/2023

   
  Complaint: 19341078
  
  I am rejecting this response because: VShed wants to charge over $3500 for services not rendered or received. I made an offer to settle this matter equitably if  VShred could demonstrate the value of services rendered.  They claim to have delivered 'the first month' however this was done without consideration of the feedback given to them about my physical limitations and travel constraints.  It was only after they provided the details about what was expected was I able to determine the program was not compatible for my situation.  I remain willing to enter into an equitable arrangement to settle this dispute however their demand that I pay in full for a program that has not been delivered is unreasonable. Another detail pertains to the total amount charged.  They initially included supplements in the price, which I did not want. Rather than give an adjustment in the price, they extended the term of the program which I did not want. The value of supplements not received needs to be accounted for.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/28/2023

  The customer purchased a non-refundable program which included supplements as part of the package. When supplements are declined, this does not lower the price of the product as it is not an ala carte item. However, in the interest of good faith, we did offer to extend the program a month.  We have met the terms of the program and have endeavored to accommodate Mr. ********* requests; we will issue a singular exception to our policy and honor a refund of $3255.49. This will be visible on the customers end in the next **** business days. Please note, this is a one time courtesy extended in good will and future policy exceptions will not be made.

  Customer Answer

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 Wednesday 2/1/23 I logged an on line payment for the program for v shred. I received confirmations for a zoom call Friday 2/3/23 at 4:30 est. v shred never joined the zoom meeting and will not return messages via email phone or text

  

  Business Response

  Date: 02/06/2023

  ******************** purchased a Fat Loss Extreme for Him bundle on 2/1/23. This is a non custom, self paced program. ******************** then scheduled a zoom call  call to discuss a metabolic assessment and to see if a more intense, personalized program would better suite his needs. ******************** missed this call as he was on the other line with his wife from out of the country per his chat on 2/1/2023. We advised we would send his information over to reschedule with a coordinator. Unfortunately, we then missed this appointment on our end and are in the process of rescheduling this complimentary conversation. ******************** has not made any payment or purchases relating to the missed zoom call. As a singular one time courtesy and a gesture of goodwill, we have refunded ******************** purchase of Fat Loss Extreme for Him and have removed him from the appointments process.

• Initial Complaint

  Date:02/06/2023

  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 was led to believe I was purchasing a complete program personalized especially for me. I was told at a later time at which I believed was a call to talk about said program. What is was, was a pitch to purchase a more expensive program as the representative ****, told me that what I had already purchased would not work for me. I contacted VS customer service and have received no reply. I appreciate any and all assistance you can give me with this matter. Thank you *************************

  

  Business Response

  Date: 02/06/2023

  ****************** purchased our Fat Loss Extreme Bundle as well as a Custom Diet Plan on 1/29/23. ****************** then attended a metabolic assessment and a more intense product was recommended. Unfortunately, ****************** left this call with the impression her current custom diet plan was insufficient and requested a full refund on 2/2/23 at 12:05 PM PST. The Fat Loss Extreme was  refunded on 2/4/23 at 12:03 PM PST, and we requested further information as to why she was requesting a refund on her custom diet plan as it had already been created just for her. She replied to us on February 4, 2023 at 1:29pm re-iterating her desire to cancel the custom diet plan. We replied to  on 2/6/23 at 3:41pm advising of a one time courtesy refund of the *** in full, as well as included screenshots of the processed refund. ****************** will see this reflected on her payment source in 5-7 business days.

• Initial Complaint

  Date:02/02/2023

  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 asked for a refund immediately after signing up for the virtual program, as I immediately began getting texts and emails from the business asking me to spend more money. It seemed like a scam and I didn't want anything to do with it. It clearly states there is a 30 day money back guarantee. I contacted them 4 times for a refund and was told they processed it, but no refund yet. I feel like they're trying to run out the clock so I can't get my refund.

  

  Business Response

  Date: 02/02/2023

  Client satisfaction is our top priority and our customers are at the heart of our organization. Our entire team works hand in hand to provide all the support and assistance they need online, starting from the checkout process up to their refund request if necessary. We believe that providing a good customer experience ensures that our clients needs are met in a way that builds their trust and loyalty to the organization.
  We will always stand behind our products and adhere to our 30 Days Money Back Guarantee as written on our refund terms and condition online. When the client reached out on January 20, 2023, via chat online service to request a refund, we immediately processed their request and set an expectation that the refunded transaction should reflect on their account within **** business days or may vary depending on their bank refund timeline.
  The client has reached out on multiple occasions and was advised that the refund was already processed and may contact her financial institution to verify the refunded transaction. A refund thus involves an exchange of information between 3-4 different parties. Each of these parties has its own mechanisms to file the refund request, map it to their respective payments that were originally made, and then process it forward. Many of these processes in the banking ecosystem are not fully automated and require manual oversight, thus given the number of parties involved and the variance in their processes to handle refunds, it takes **** days for them to be credited back to the customer account.
  We have reached out via email today and provided the refund receipt along with the Acquirer reference number as proof of the refunded transaction. An acquirer reference number is a unique number created in credit or debit card transactions when it transfers from the merchant's bank through the payment processor, and to the cardholders bank. These unique digits make the refunded transaction traceable so if an error occurs with the bank or merchant accounts, the information can be found. They may contact their financial institution and provide this number if the refund appears to be missing.

• Initial Complaint

  Date:02/01/2023

  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.

  The ****** refuses to refund a service not provided.On December 31st, 2022 I had a zoom call from the company because I was looking for a service that could fit into my tight schedule, I was clear on the call that I needed someone checking on me daily at least for the first 3 weeks, and he says that would definitely be possible on their end. I also said that my time was very early in the morning since my day is very busy, also agreed that it would be possible since they have a large staff to help me. As soon as I explained my needs he offered me a package called "V Shred Accelerator Custom Coaching Plan", and sent me an email to pay right away, I had no time to read the terms or whatever because that was a call purchase, otherwise, he could not offer me on that price anymore. In ANY moment he said it was a NON-REFUNDED purchase.I was expecting someone to contact me soon to start my plan, but I only had a bunch of emails to read, bibles and diet plans to do it myself.I contact the support to ask for a refund because I needed someone to tell me what to do for at least the first 3 weeks, and I didn't have time to read books, emails, and bibles.They did not send anything personal, they called it "customized" but I had not a single call to talk to a person, only emails.Order number: ***** Amount$1,497.I ask for a refund so I can be only fat not fat and broken.

  

  Business Response

  Date: 02/02/2023

  Our client ***************************** Do Bomfim purchased the Accelerator Custom Coaching program on 12/31/2022, and was onboarded the same day. This means the client's previous purchases were refunded, a welcome email was sent with all the information she needed to move forward, and she received a link to the questionnaire to fill out for the custom diet plan to be made. 
  
  This Welcome Email also explains our refund policy. On 1/1/2023, the client responded to our welcome SMS, stating they have received their welcome email however not yet read it because she was busy but would read it the next day. On 1/17, the client reaches out to their trainer, ****, and informs her that she is still reading over everything and that it will take weeks as the client's main issue is lack of time.They were able to set up Voxer, the messaging app to connect with their trainer, successfully.
  
  Coach **** responds, stating that is totally fine and that the client can start whenever they are ready, and she informs her that she can schedule a call with her either before or after the client begins. **** also explains that all the information pertaining to her is in her V Shred profile. On 1/24, the client reaches out, saying they would like to cancel the program due to it not meeting their expectations.
  
  Our records show one of our Success Coordinators reached out that same day to introduce herself and ask why the client wished to cancel. She offered a phone call and the client responded that she was expecting something different, she doesnt have time to read the materials we send her, and that she wants a refund. Our Success Coordinator explained the terms and conditions of the program and shared that while we do have a results guarantee, the refund is granted to those who follow through with their coach and the program but get no result. 
  
  The client requested a refund again on 1/25 and then claims she never received her custom plans. Our records show the client received her custom plans 2 days after she completed her Questionnaire on 1/9. Client claims she was unaware of our refund policy and continued to demand a refund. 
  
  On 1/26, another member of our team offered to help the client get started and break down anything she had questions about. They offered a Zoom call but the client refused the call and replied via email that she doesnt have time for this, she isnt prepared to change her lifestyle, that her schedule is too hectic, and that she needs a trainer who will reach out to her every day.
  
  Our team offered the client the option to restart her program with another trainer at no additional cost to her. We have not yet received a response from the client.
  
  

• Initial Complaint

  Date:01/31/2023

  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 a custom gold plan for $2161.75 in November. I was very specific that I needed a plan that had specific needs for low impact workouts and cardio needs due to joint problems in my knees and hips. I also reminded them that I had a very busy schedule so the custom meal plans would need to be designed around that. I purchased this on line as well, this will be important later. A week later I get an email introducing me to my trainer ***, it has a "custom meal plan" "Custom workout plan" and supplement suggestions. Supplements are supposed to be included in this plan as well. It also said to download an app called Voxer so that my coach could commicate with me faster than email. Well the first week started and I followed the instructions, checked and lost like 5 pounds. I get an email with a "check in " letter to fill out so this way the coach can stay up with your progress? Second week goes on and a few things came up so I used the Voxer app to talk to coach, keep this in mind I have never received a phone call or a Voxer commincation from my coach in almost 2 weeks. He does not reply to the voxer either. Week 3 starts and I develope some pain in my knee, I modify the workout on my own and continue. Each week you get the same email asking you for an update on your weight and other things, but still not a phone call or Voxer reply. Finally they schedule a Zoom call to go over the program, during that call I express my concerns for lack of communication and no reply on Voxer. he lets me know that his car sometimes will erase voxer text and he does not see them, he said he would do a better job with checking in. I let him know some concerns with my knee and a few changes to meal plan, he tells me he will look at some options on workout and let me know. Couple of weeks go by and still nothing, then I receive an email form a supervisor asking me my experience, I let them know everything and ask for the refund that the program guarentees. they send an email back saying that phone purchases were not eligible? I emailed back saying I did not purchase on phone but online. They then said that they would extend my plan, but no refund. Moral of the story- the workouts are not custom, meal plans are not custom, trainer does not follow up and almost all communication is online. I suggest you spend your money on a local trainer that you see in a gym and can go over your progress in person. So now I am out $2000 for a program I was not able to utilize.

  

  Business Response

  Date: 02/02/2023

  Our client ********************* purchased the Accelerator Plus Custom Coaching Program on 11/3/22 and was onboarded on 11/4. He received a Welcome Email with information on how to get started, along with a questionnaire that needs to be submitted to connect with his coach, and details about our refund policy. 
  
  The client was assigned a coach and received custom plans to his account on 11/6. The client emailed his coach on 11/16 stating that he has been sick with the flu and has a hectic schedule but he started following the plan on 11/8. Client reported that he lost 5 pounds the week of 11/8 - 11/15.
  
  Our records show ************ and his coach were in frequent communication until 12/7. **** calls were scheduled and his Coach offered to ship him supplements early. On 12/26 ************ told his coach that the program isnt working, that the exercises have caused joint inflammation, and that his doctor advised him to avoid any type of resistance training that would impact his joints.
  
  ************** coach is not only a personal trainer but also a corrective specialist who had worked with physical therapists to help clients move better. He offered to help ************ with modified exercises and movements given his joint issues. 
  
  Our records show ************ then initiated a refund request on 1/17. Per our policy, we cannot ***** refunds to clients outside of the refund window, to those who are getting results with our program, and to those who refuse to work with their coach. We have records of emails going back and forth between ************** coach and our Success Coordinator team that stepped in to offer more assistance to get this client back on track. They also gave ************ the option to pause his program so he had time to consult with a medical professional about his knee and shoulder.
  
  On 1/27, ************ claims the program isnt customized enough and wants a refund. Our team expressed to ************ that he is eligible to restart his program if he wishes to continue and have offered him a free month of coaching.
  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18958457
  
  I am rejecting this response because: After the Zoom call the trainer was supposed to send me some alternative exercises to use since the others were causing joint inflamation. I waitied almost three weeks and received nothing, I then received an email asking if I was satisfied with the program and I replied letting them know I was not and requested the refund. They then came back saying the refund was not valid since I purchased on phone, I let them know I did not purchase on phone but ******* on line. They then came back and said they would extend the program one month and the trainer mis-understood and thought he would come up with exercises after I received a MRI and figured out what  the final outcome of my knee would be. The entire process has not been organized or thoughtful, again this is false advertising as it saying custom. Every bit of communication between the company and me I had to start other than the generic emails asking for weekly updates. There has never been one email directly from the trainer asking for an update on my health or problems with the program. I even had to ask for the supplements in the beginning, even though they were supposed to be included. Then I received 30 days worth and not once have been asked about them or refilling. At the very minimum the program should be refunded at least 75%, I tried to fulfill my duties and check ins and the program was not able to do the same. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/06/2023

  On 1/26/23, ************ sent an instant message to his trainer stating yes, I have a scheduled appointment for specialist in middle of February. Then have to schedule the next step after that. Main thing that irritates me is Im still paying for a system I am not able to utilize and not sure when I will be able to depending on what they find. He then forwarded a screenshot of that message to our support team with the message now what? Our success coordinator reached out and offered to pause the program until mid February as well as offered an additional complimentary month to allow more time for rehabilitation. On 1/27/23, ************ replied saying he found the program generic and the contact with his trainer not what he expected. We replied the same day outlining that the program is custom and we are awaiting his medical results to ensure we do not create a plan that could cause more harm. At this point, we offered to restart the program in full for 3 months. We have yet to receive a reply. As outlined in the welcome email with the program was first purchased, this purchase is not eligible for a refund after 72 hours of purchase. We reiterate our offer of restarting the plan and look forward to assisting ************ in his fitness journey.

• Initial Complaint

  Date:01/31/2023

  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.

  I brought the stuff on 1/29/23 and it wasnt what I though it was. I thought I was adding stuff to my cart but u was charged for it and I want a refund I need the money back to pay for bills and stuff. Please just refund me for my order the full order. I have sent the order numbers for everything I want my money back. Its been within 30 days for me to get my money back.

  

  Business Response

  Date: 01/31/2023

  Our goal is to offer a fitness program thats easy, effective, and risk-free. 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 supplement line is also covered by our 100% Lifetime Money Back Guarantee.
  Our refund terms and condition is stated online to provide our clients transparency in every process and provide clarity in every transaction. We believe that this will ensure customers expectations are met accordingly and provide higher value to the services we offered. In accordance with our 30 Days Money Back Guarantee a full refund for the 90 Days program amounting to $57.00 was successfully processed today.
  In response to their supplement cancellation request, we have successfully canceled and refunded the 12 bottles of BURN today amounting to $339. All refunded transactions should reflect on your online credit card statement within the next 5 -10 business days, and on their paper statement at the end of the current billing cycle. (Please check with your credit card company for clarification if needed.)
  We have attached a screenshot of the refunded orders and the refund receipt for their records. 

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/31/2023

  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.

  I watched a video about this v shred program. I decided I would give it a try and put in my info but as I went on they keep adding things to buy with giving you no option to back or opt out. I only wanted the program not any supplements. I then proceeded to back out of it never completely finishing as not to be charged anything. I received no email response stating any order went thru but I have now received the supplement but never the program. I have been charged for the program and one supplement . I have no customer # nothing in my in email box or spam. This company is a fraud because they state its only 49 for the program but as you keep going thru they are adding other things to buy whether you want them or not. You should be truthful from the start and I would never have continued, much less I never completed the order and was still charged. Something should be done about this company frauding people. I dont want your supplement and want to be refunded the $49.00 for a program I never received and the ***** for the supplement I never wanted or asked for. Thank you

  

  Business Response

  Date: 01/31/2023

  Over the years, VShred has been helping thousands of clients across the world reach their fitness goals and full potential. We believe that by providing clarity in every process and transaction online we ****** clients trust and loyalty. We promote transparency in every transaction we processed and make sure our clients have full visibility of their orders and how much was billed to their accounts. A checkout page that displays a summary of their orders and the total amount billed is shown prior to charging their bank account to complete the checkout process.

   

  We occasionally recommend content or products that *** be relevant to our client's fitness goals and hope this clarifies why they received offers before or after making the purchase. They are completely optional, and not required to begin with.All of our programs and diet plans are digital products, so there is nothing to physically send. They should have received a receipt email, and then another email within a few minutes after their purchase containing the account username, which is the email address used at the time of purchase, and a temporary password assigned to their account. Please take note that the email address they used during the time of registration and checkout has a different domain (Gmail.com). We highly recommend checking the other email address as the receipt and login information *** be forwarded to the spam/junk folder.Checking our records, we did not receive any email correspondence or support request from the client requesting a refund or asking for assistance with the program they did not receive. In response to their request and in accordance with our 30 Days Money Back Guarantee for the program and 100% Lifetime Guarantee for the supplements, we have reached out via email today and processed a full refund for their entire purchase. Funds amounting to $106.00 should reflect on their online credit card statement within the next 5 -10 business days, and on their paper statement at the end of the current billing cycle.We have sent an email confirmation and refund receipt as proof of the refunded transactions today.

  Customer Answer

  Date: 01/31/2023

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