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Business Profile

Virtual Assistant

Athena Labs LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Virtual Assistant.

Complaints

This profile includes complaints for Athena Labs LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Athena is a virtual executive assistant (EA) services:- We started their services on 12/16/24 and experienced a hack on 12/20/24 - We called Athena and asked to cancel services on 1/9/25 and 1/12/25.- On 1/13/25, Athena responded refusing to do so, claiming that they were conducting their own investigation of the hack.- On 1/14/25, we explicitly said "******** [our EA] isn't working out. We don't want to get stuck paying for her." (see attachment).- We subsequently followed up on 1/16/25, 2/4/25, 2/17/25, and 2/25/25. These were all unanswered or unresolved.We were finally able to cancel for March but were forced to pay for January and February, when their investigation happened, despite not using the services. We seek a refund of $6,000 for those 2 months ($3000/month).

      Business Response

      Date: 05/07/2025

      May 7, 2025
      Better Business Bureau
      ****************
      ************************
      **************************
      RE: Complaint ID: ******** - Mauhan Zonoozy
      To Whom It May Concern,
      This letter is in response to the complaint filed by ************** regarding a denied refund. We understand Mr. ********* concerns, and we are providing this information to clarify the situation.
      The refund was denied because the client actively utilized the services of his Executive Personal Assistant (XP), ********* from January through February 25, 2025.
      During this period, ******** provided consistent and hands-on support to Mr. ******** encompassing a range of services, including:
      Travel coordination
      Personal administration
      Healthcare research
      Day-to-day logistics
      Samantha's work outputs during this time are documented in her task journal, which is attached as evidence. While formal synchronous meetings may not have been regularly scheduled, ******** maintained consistent communication with Mr. ******* and diligently executed all delegated tasks. The primary communication channel between Mr. ******* and ******** was WhatsApp, and updates were shared asynchronously through this platform.
      The attached documentation demonstrates the work performed by ******** during the period in question. Furthermore, Athena possesses WhatsApp conversations between Mr. ******* and ********* which substantiate his continued use of Athenas services.

      Due to the presence of proprietary information within these conversations, Athena is unable to disclose them to the BBB, as it is not a government agency or court of law. However, Athena is prepared to submit this evidence in court, should this matter proceed to litigation, to support its position.
      We are committed to providing high-quality service to our clients, and we believe that ******** fulfilled her obligations in this case.
      Sincerely,
      Athena Labs LLC
      **** ***** Hicban
      Corporate Legal Counsel



















      Task Diary
      Below is a breakdown of the support ******** provided during this period:
      Travel Logistics:
      Researched and booked multiple flights (LA to *****, LAX to PDX, LAX to YVR), coordinated with **** on changes and cancellations, and followed up on United flight issues and travel credits.
      Managed dinner reservations across multiple weekends, modified bookings to avoid cancellation fees, and maintained calendar visibility for M.
      Researched and compiled coworking space options for both short- and long-term needs in ** and **************


      Personal Admin & Support:
      Coordinated returns (Apple, Amazon, Nespresso), booked massages, managed prescription refills, and researched/arranged birthday gifts.
      Managed Valentines Day and other personal gift requests, including flowers and comedy show tickets.


      Family & Healthcare Support:
      Conducted in-depth research and outreach to caregiver agencies for the client's dad, created directories with personalized recommendations, and coordinated next steps.
      Followed up with ***************** on bloodwork and medication questions, and supported communication on health insurance matters.


      Special Projects:
      Supported Shibuya team with candidate recruitment planning.
      Sent process improvement recommendations to the internal team for flight booking and calendar alignment.

      Customer Answer

      Date: 05/19/2025

       
      Complaint: 23150385

      I am rejecting this response because: This greatly overstates what ******** did, which was essentially nothing other than some transitional work.

      Sincerely,

      Mauhan Zonoozy

      Customer Answer

      Date: 05/20/2025

      Please see attached *** and email correspondence summarizing what happened.

    Athena Labs LLC is NOT a BBB Accredited Business.

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