Complaints

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:06/13/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  These are the documents I provided with the original complaint - here they are again

  Customer Answer

  Date: 06/13/2023

  On September 23, 2022 I purchased a series of Detox courses from the Energetic Health Institute for $597. I decided to proceed with this purchase after a long conversation with the Director, ************************* regarding my desire to have access to the content without having to complete the requirements of completing assignments and quizzes due to the fact that I was not interested in obtaining a certification.On November 2, 2022, he sent me an email (copy included in this complaint) confirming this agreement. He wrote, "DTOX101 will be fully operational tonight. I then have to do the same with 102 and 103, so it will be a few more days for those courses. Once 102 and 103 are available I will add you in so you can access the ****** presentations available on the homepage for 102 and 103." The courses were then added to my student portal.On March 31, 2023 my access to Detox 102 and 103 was removed. They stated the reason was because "even though you participated in DTOX101 and DTOX102 you have not finished either course. In DTOX 101 you are currently in ****** 4 and in DTOX 102 you are currently in ****** 1."I have engaged in many rounds of communication to have my courses reinstated based upon the fact that nothing in the Nov 2, 2022 agreement implied that my continued access would be removed if I did not complete assignments. Due to the fact that my attempts at resolution were unsuccessful, I finally requested a refund because I NEVER would have purchased the series if not for the special arraignment. Additionally, the director, ***********, texted me that even though the school would not reimburse me, he would. (copy of text message is attached)I am filing this complaint because now the school refuses to honor the initial agreement and also will not issue a refund. Lastly, his last communication, the director ************ reneged on his previous offer to reimburse. He stated that there was no possibility of a refund.Summarily, I simply want my money back.

  Business Response

  Date: 06/28/2023

  We are always disappointed when someone's experience at the Energetic Health Institute (EHI) is anything less than amazing. That being said, we have policies in place that students have to abide by in order to remain in our school. Work has to be completed in a timely manner and most importantly, our students (as we all as our staff and everyone at EHI) have to operate from the Aloha spirit. We work together to find solutions and treat each other with respect.
  
  *************** was provided the professional courtesy to VIEW courses beyond where her work had put her and we felt comfortable affording her this option based on her professional experience. Again, it was a courtesy. Not something we had to do, but something we worked with her to find a solution on based on her needs. That being said, access to courses is not unlimited and ends after the course ends. In addition, to remain in future in classes, assignments need to be completed in a timely manner. She was refusing to do any work and felt that she was entitled to access to all material even when it is clear in our policies that students will not have access (and certainly not continued access) to courses until they have completed what is required of them in prerequisites. We are a school and we are firm on these policies. 
  
  Once she refused to complete her work in order to maintain access, we removed her from these classes. She at this point began treating our staff poorly and demanding liberties that were not owed to her. We do not take the treatment of our staff lightly and this was not something we were going to stand for. **************** had several opportunities to do the work that all students are required to do and even more opportunities to operate in the aloha spirit and find a solution. Neither of which she chose to do. Our policies are clear that refunds are not an option after 48 hours after the start of course and as we have previously shared with her, we will not be providing her with one as she had access to all these proprietary materials for months.
  
  We wish **************** the best and regret that this situation did not end up differently for everyone involved.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 19953962
  
  I am rejecting this response because:  I have provided documentation that clearly shows there was an agreement to allow me to access certain areas of the course without any requirement for submitting coursework.  There was no time limit specified in this initial agreement for this form of limited access.  If I had been informed of such restrictions I would not have made the purchase in the first place and definitely would have canceled within 48 hrs. of such notification. 

  Additionally, this company conveniently did not remove my access nor inform me of such restrictions until more than 90 days of my being given access to the courses.  At such time, I was unable to dispute the matter with my credit card company which most certainly would have initiated a charge back and refunded my money given my documentation of the initial agreement.

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