Complaints

• Initial Complaint

  21/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I originally signed on with WL as a practice management software on 11/5/2023. At the time of my demo, I explained to them my hesitations to embark on a software change. I am essentially a solo provider and time spent on admin is time I can’t see clients and lose money. To which they repeatedly assured me that my practice could onboarded and be live on their system within 60 days and it would be relatively painless. I was also assured there was a 30 day money back guarantee in case I decided this was not going to work for me. Around mid November I approached my sales rep ****** about the fact that my onboarding was going slow due to being tied to one onboarding specialist and at the mercy of her schedule and her schedule not lining up with my availability. In good faith that I’d be live soon I asked that the guarantee be extended to 60 days. To which they obliged. On 12/18 I contacted ****** the rep again regarding continued onboarding issues and requested the guarantee period be extended again. This time around my onboarding had been delayed further because the onboarding specialist once double booked herself and another time had internet issues and cancelled our call. More time and money out of my pocket! This time i was instead passed back to the onboarding specialist via email from her where she wanted to make sure I’d gotten videos she sent. (Essentially giving me homework to watch and execute) due to her rescheduling or cancelling two calls. She assured me we’d meet my new desired launch date of 1/1/24. Again in good faith I continued onboarding. January 1 came and went and as January went on multiple issues arose with data import issues. And system glitches. All documented via email. We didn’t go live until 1/31/24. At which point more issues arose. I’ve been requesting to cancel my account since mid February due to the atrocious experience and poor service I’ve received and have gotten nothing but vague emails delaying any real resolution.

  Business response

  25/03/2024

  Hi ******, 
  
  We are truly sorry to hear about your experience and the inconvenience you have faced. We appreciate your feedback and understand the frustration you've encountered. Please know that this is not the level of service we aim to provide, and we genuinely apologize for any inconvenience caused. Your concerns are important to us, and we want to ensure that they are addressed properly. To assist you further, Gordon from our Customer Excellence team has contacted you directly.
  
  Your satisfaction is our top priority, and we are committed to making this right for you. 
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work towards resolving this matter.
  
  Warm regards, 
  Greg G. (Customer Advocate)

  Customer response

  25/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have been dealing with Gordon since March 4th and still have received no resolution. He emailed me on 3/13 promising a resolution that day, to which I got none. I had to email him on 3/15 to follow up  and got no reply. ****** ********* 
  

  on 3/19 I contacted paragon payment solutions, the credit card processing company affiliated with wellness living and asked to cancel my merchant services account. They refused and said this had to be directed to them by Wellness living despite there being no contract with them. There is also no terms regarding merchant processing in my wellness living agreement. So I told paragon i would file legal action as necessary. This prompted them to email Wellness living and tell them off my call. Gordon responded to me based off paragons email on 3/20 **** *** ******** ******. No mention of the fact that he promised a response by 3/13. Nor a clear answer that he would get the merchant processing account closed to prevent me from getting charged any further from paragon. I had to press that issue further ** **** ** ****** ********. 
  

  on 3/22 I finally got a reply that he had directed paragon to close my merchant processing account and that they would be in touch with a form to complete that process. To date 3/25/24 I’ve received no contact from Paragon regarding account closure. Not any further updates from “Gordon” regarding the closing of my wellness living account due to their failures.  

  None of this is surprising as this has been my entire experience with wellness living. Constant passing of the buck and never getting any real answers about resolutions to problems.

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

  Business response

  16/04/2024

  Hi ******,

  I hope this email finds you well.

  To assist you further, Gordon from our Customer Excellence team contacted you directly to confirm the refund of $127.64 (return of equipment) and cancel your account with no further charges, as per your desired settlement.

  Thank you once again for bringing this to our attention.

  Best regards,

  Greg G .(Customer Advocate)

   

  Customer response

  16/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The desired Settlement was stated prior to your company proceeding to charge me for two additional months of service while I awaited your response to my cancellation request from February for your companies failure to deliver on the service you sold me. 
  

  In addition those two monthly subscription charges included charges of $169/month for an add on service (which I never received anyways) and that I requested be ended in February. Your representative Laura Y.  assured me that the add on could be terminated at any time if it was not working for my business. Instead your company billed me for two months of your base service at $159/month and two months of the said add-on I asked it cancel @ $169 per month. 
  

  in addition in reviewing your service agreement there is in fact an early termination clause allowing me to cancel with a fee equal to the discount I was given. This would have been 4x the $60 discount I was given or a total of $240. Far less than the $658 you charged me during your stall tactics for services never rendered  

  All in all your company is a ***** who cares nothing about helping small businesses. You lure small businesses into signing a 1 paragraph agreement via your software, with a tiny url link to an extensive document laying out full terms. There was no clear presentation of the full terms nor an opportunity to read them as I was asked to sign the agreement while on a training call, in which I was supposed to get training. And the rep then made no mention of reading the additional terms either. Your business practices are ***** and ********** and I caution anyone from doing business with Wellness living  

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

  Business response

  24/04/2024

  Hi ******,
  
  We appreciate your feedback and understand your concerns. We apologize for any inconvenience you may have experienced.
  
  As per your conversation with Matt from our Customer Excellence Team, the agreed amount of $338 has been refunded to your account (refer screenshot below for resolution agreement). This refund should reflect in your account shortly.

  ********** ** ********** ********* ****** ***************************************
  
  Furthermore, as part of the agreement, our merchant team has also processed a refund of $127.60 for the card swiper via **** as requested by you.
  
  We thank you again for bringing this to our attention and wish you all the best.
  
  Kind regards,

  Greg G. (Customer Advocate)

• Initial Complaint

  04/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Wellness living has been a NIGHTMARE. Please DO NOT USE THEM. They are a scam company! They got me through my onboarding process which was before I even opened. So I was paying them before I even opened. Part of the reason I went with them because they were “contract free”. Once I opened, there was tons of problems with the software, people were not able to buy classes, it was telling people they couldn’t book the workshops etc etc. So I went ahead and tried to cancel my service and go with a different company. Since then, they said I am in a one year contract, when it was recorded that there would be no contract in the start up process, I was told repeatedly that they don’t do contracts. They overcharged me on my first bill and then never rectified it. Since all of this it is IMPOSSIBLE to get through to talk to someone. They are refusing to cancel my service and won’t reply via email and won’t answer the phone. I am at the point where I will be taking them to court if this continues. This company is the worst company I have ever had to work with *** **** **** ********* ** ***** **********! DO NOT USE THEM! If I can save even one person the headache from this company from this review, then it will be worth it.

  Business response

  13/12/2023

  Hi ******, 
  
  We are sorry to hear that you are unhappy with your WellnessLiving subscription term.

  We want to assure you that we take all customer concerns seriously, and we are committed to finding a solution that works for both parties. However, we must also consider our contractual obligations and the terms and conditions that were agreed upon when the contract was signed. 
  
  After reviewing your case, we regret to inform you that we are unable to release you from your agreement. We understand that this may not be the news you were hoping for, but please know that we are willing to work with you to find a solution that meets your needs. 

  To assist you further, Matt from our Customer Excellence Team has contacted you directly. He has sent you the service agreement via email on December 5th. ** **** **** ******** *** ******** **** *** **** *********. After reviewing your account we see that the service agreement end/renewal date is August 10th, 2024.

  We thank you for your understanding in the matter.

  Warm regards, 
  Sarah T. (Customer Advocate)

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  A. Matt just wrote me on December 11th and is “looking into the matter” further.

  B. You did not address the fact that you have ******* tons of small businesses into having a “contract” via verbal contract and communication with your onboarding team that there would be no contract. **** ******** *** ********** **** *** **** ******

  C. You promise 24/7 communications with your clients and have not been able to answer any calls and write back maybe once a week if I’m lucky with vague information.

  D. Per the “contract” you sent. That is not my signature. And I have never seen that document prior to you sending it to me via email. 

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

  Business response

  22/12/2023

  Hi ******, 
  

  Thank you for your response.

  Please find responses to your queries below:

  A. Matt just wrote me on December 11th and is “looking into the matter” further.
  

  We checked and it seems Matt called you on December 18th and had a phone conversation during which he addressed your questions.

  B. You did not address the fact that you have ******* tons of small businesses into having a “contract” via verbal contract and communication with your onboarding team that there would be no contract. **** ******** *** ********** **** *** **** ******
  

  We are committed to maintaining absolute transparency with our customers and firmly believe in fair practices. To ensure this, we require all new users to read and sign the service agreement before they can access our system.

  C. You promise 24/7 communications with your clients and have not been able to answer any calls and write back maybe once a week if I’m lucky with vague information.
  

  We apologize if you felt that your concerns were not addressed or if you experienced difficulties in reaching our support team. If you call our support line and are unable to connect with a representative, we suggest leaving a voicemail. This action generates a ticket in our system and assigns it to a representative, ensuring that a member from our support team gets back to you.

  D. Per the “contract” you sent. That is not my signature. And I have never seen that document prior to you sending it to me via email
  

  Regarding the signature, our team confirmed that it was signed through your staff profile and IP address. As previously mentioned, signing the service agreement is a mandatory step for all new users. Therefore, access to the system is not granted until the agreement has been signed.

  Best regards, 

  Sarah T. (Customer Advocate)

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Thanks for *********** me, probably the same way you have used this platform to ******** your other constituents.

  I have already contacted a lawyer, there needs to be no more communication between us.

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

• Initial Complaint

  30/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are advertising me against my will as offering massage and I have repeatedly asked them to stop but they continue. I have been repeatedly ******** including ******** ******** about massage and I do not offer massage.

  Business response

  07/12/2023

  Hi Julie, 
  
  We are truly sorry to hear about your experience and the inconvenience you've faced. We appreciate your feedback and understand the frustration you have encountered.

  Your concerns are important to us, and we want to ensure that they are addressed properly. We contacted our team and they confirmed that they have removed/deleted all your details from our directory listing.

  Thank you for bringing this to our attention, and we appreciate your patience in the matter.
  
  Warm regards, 
  Karina B. (Customer Advocate)

• Initial Complaint

  01/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In comparing wellness living with ******* ****. I landed on wellness living for my start up. After a couple of meetings in the month of September (one in which the reps -Mike- internet went out) and we had to connect at a later date due to scheduling. I received many follow up calls to see if I was still interested. We finally had a final meeting with Matt included to get everything going and discussed all the terms, discounts and payments. All videos are recorded so, I don’t know why my initial payment on 10/2 wasn’t discounted as advertised by the two gentlemen. When advised Matt issued a partial refund ticket 10/3 to compensate for the difference and was received on 10/5. At the time I was hesitant on signing the agreement because of the initial discrepancy & the agreement had incorrect figures quoted in the document. I inquired about it on 10/10 and received a response on that day from Mike advising that he “had already spoke to his team and would get back to me ASAP”. By 10/18, I still hadn’t heard from him or his team that he spoke to 8 days prior and was scheduled for onboarding. When advised, there was info provided that people were out of office but I was told prior that it had already been discussed. They apologized & then told me that I wouldn’t have access to my HW if I didn’t sign agreement to get past the screen. We had a training session on the 19th in which I still hadn’t signed the contract because of all the inaccuracies and not feeling good about moving forward. However, I was reassured that I would receive credit for the almost 3 weeks of not being able to access the system so I obliged, even with the contract still not updated. I hadn’t received a credit and inquired & was told after the fact it would happen after completing training. Also had discrepancies with training schedule in which the scheduling of addt’l training was recorded. On 10/30, I reached out once again because my account had been debited the wrong amount AGAIN. I want OUT!

  Business response

  10/11/2023

  Hi *********, 
  
  We're truly sorry to hear about your experience and the inconvenience you've faced. We appreciate your feedback and understand the frustration you've encountered. Please know that this is not the level of service we aim to provide, and we genuinely apologize for any inconvenience caused. Your concerns are important to us, and we want to ensure that they are addressed properly. To assist you further, Mike from our Sales team tried to contact you directly to confirm the refund and cancel your account, however it seems you were not available.

  Your satisfaction is our top priority, and we are committed to making this right for you. 

  Thank you for bringing this to our attention, and we appreciate your patience as we work towards resolving this matter.
  
  Warm regards, 
  Darius A. (Customer Advocate)

  Customer response

  21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for your care and response in this matter. I have been in communication with Mike and have received a partial refund since he last communicated with me. However, the initial refund that was communicated that would be refunded because of discrepancies and not having access was not refunded. I was assured that all monies would be refunded and that has yet to be done. I can provide email communication as well if that is necessary. I responded to Mike regarding this a week ago and of course haven’t received a response back to date. 
  

  However, it does appear that my paragon has been cancelled and this apology and partial refund is confirmed. At this time, I am still awaiting the remainder of funds owed. I appreciate this company taking the necessary steps to rectify this situation as I await the final refund. 
  

  Respectfully and

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

  Customer response

  27/11/2023

  Hello, Following up to my most recent response. Wellness Living provided the final portion of the refund by another means (app called ****) on 11/17. I hadnt noticed it because it wasn’t in the form of direct deposit and Mike also responded back on the same day advising it was being looked into and apologized for the delay.
  
  Sent from ********* ******* (*********@*****.com)

• Initial Complaint

  04/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a new small business owner in NJ. I am struggling to keep the new business alive. I signed on with Wellness Living which is an app for people to book classes through. I did not know that I was signing a 12-month contract. They called it a "service agreement" because I am paying them for services. I did not know that I was locked into a contract that they will not allow me to get out of, even though I am not using their services anymore. It was thrown into the onboarding process and also I could not understand the person, she had a heavy accent and she was suffering from a cold. I had no idea I was locking into something I couldn't get out of. I spoke with a senior account manager explaining my situation and he refused to let me out of this monthly service agreement. He said he could reduce the amount instead. However they still charged my bank account the full amount. They also continue to charge monthly fee for "merchant services" even though again I am not using their services. They also just charged a "yearly" merchant fee without any statement being provided in advance to alert me they would be charging me this on top of the monthly merchant fee. They even refer to this as a "subscription" to Wellness Living and if I no longer use or want their services or subscription I should be allowed to terminate without penalty.

  Business response

  17/07/2023

  Two months after the customer completed the extensive onboarding training process and their account was launched, they contacted us to request account closure due to business difficulties. We’re all about supporting small businesses whenever they need the help, and to that end we offered them a substantially reduced subscription rate, which they accepted, in addition to additional one-on-one training sessions at no cost to help them more profitably utilize our software’s capabilities. 
    
  Unfortunately the consequent billing period began almost immediately after the reduced rate arrangement was submitted into our system, which resulted in an undiscounted fee inadvertently being charged to their card on June 22nd. We rectified the error as soon as we were notified, and the customer has received their $70 refund. 
   
  Several days after speaking with our representative, the customer followed up with a request to close the account. The service contract they signed is based on a 12-month term which is a common agreement across all booking software providers. Early account closure requests are assessed on a case-by-case basis, which requires that we obtain more information to further evaluate the request. 
   
  Our representative went over this with the customer in the ensuing discussion, and an internal request was submitted into our system explaining the exigent circumstances involving substantial revenue difficulties at the business. The request was approved the next day and the customer was promptly notified. The account has now been closed without penalty or fee as per the customer’s request, and we wish them the best in their future business endeavors.

• Initial Complaint

  19/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally signed a contract with Wellness Living (WL) in 11/2021 & in late 22/early 23, I rec'd an email stating there would be an increase in the software plan I had w/ them. Being only 1 yr. in w/ WL & acquiring a long list of issues & ********* w/ them, I was upset. I emailed support to discuss my concerns & a support rep named "Matt T." responded. A call was scheduled & I was told by Matt that the increase was for the addition of something called "Form Builder" (something our yoga studio doesn't use) & to "improve the customer service experience". I told him I have not been pleased w/my experience overall & that I wanted to take this time to cancel my contract. He told me that my contract had just renewed in Nov. for another yr. & to give him a chance at "winning me back"! So I did. I gave these last 4-5 mths & they have been awful. Matt canceled a call to "fix issues" 5 min. into the call via email & then ultimately stopped responding to emails after about 6 wks. Another rep, "Michelle", who offered to help & create packages for us as to ensure no errors would occur w/something we needed done ctually created MASSIVE issues w/ clients being charged double, having to cancel & re-ring up contracts causing client confusion, issues w/ client's booking classes & more! Per the 6 wk pattern, Michelle stopped responding to emails & "Issac" came in after yet another email expressing my frustations on the constant hiccups in the software. After 4 more weeks w/ Issac & a total of 4+ months since the 1st call, I told him I had done my part & given enough time & that I wanted to be released from my contract due to poor service. On 4/7/23, he tells me he CAN'T help me w/this (after saying he could) & that he would have someone call me on 4/9 to discuss. I was also told they can't release me. They can only "turn off my contract from renewing". Doesn't seem right that we are both partners in this contract yet I have no recourse if they break their part in their agreement.

  Business response

  05/05/2023

  Last year we retired our previous pricing plans and replaced them with an entirely new structure designed to bring better value to our customers. After a phone call with our customer support team, a three month price deferral was approved for the account and the customer informed our representative that they were satisfied with the arrangement.
  The complaint mentions "a long list of issues & deceptions" and we're very sorry to hear that. Unfortunately, we don't know what this is referring to. Although this customer has submitted an atypically high number of inquiries to our support team over the year they had been with us, we conducted a review of each interaction and we confirmed that an appropriate and comprehensive response was provided to the customer in every instance.
  Importantly, in all cases our support team concluded the email or phone interaction by confirming with the customer if their questions had been fully answered. 
  In December 2022, approximately one month after her plan had already been renewed for a 12-month period, the customer first inquired with our support team about canceling the account. Our representatives made a strong effort to provide her with an excellent experience and to determine if there were any issues we could potentially help with.
  The customer persistently had difficulties with software use, most commonly with package setup, automated notifications and managing client accounts.
  Our support team goes above and beyond to help our customers succeed, be it with help center resources, free one-hour training calls, or even helping with manual tasks in the software, and there were a number of additional calls and emails exchanged between the customer and our support team in the ensuing months as we assisted her with new inquiries. All in all, our team members spent over 20 hours working with the customer during this time, at no cost. 
  We can confirm that a scheduled call in February was canceled at the last minute due to unexpected illness with our representative, and when notified at the time, the customer was understanding of the unfortunate circumstances.
  We can also confirm that in March, the customer was transferred away from the representative she was working with specifically because she had requested to be transferred to a manager.
  It's regretful that the substantial time and effort spent did not result in a positive outcome, however we understand that this business might not be the right fit for our platform. The customer is being let out of the contract with no fee and we hope that she can find a software solution that is the right fit for her business.
  
  

  Customer response

  08/05/2023

  I received an email about a week ago from BBB stating if I heard from the company to please email this email address.
  
  I apologize for the delay and wanted to alert you that after 2 months of trying to be released from my contract due to poor performance, I was contacted by Matt T. from Wellness Living letting me know that they will honor this request.  They have NOT yet as we are working on a date since I will have to move my data into a new software.
  
  Please let me know if there is anything else you need from me and thank you for your assistance!
  
  ******** ****** *** ***
  Founder, Owner, Teacher, Hugger

  Business response

  18/05/2023

  It appears that the customer's request has been fulfilled. In the original complaint, the Desired Settlement section specifies: "To be released out of my contract without penalty". This has now been approved by our management, and the customer has been informed that she is now released from the contract without penalty as requested. Our support team is currently in touch with the customer and we are now just waiting for her to let us know the date she would like her WellnessLiving account closed, at which point that will be done.

   

  Customer response

  23/05/2023

  
  Better Business Bureau:
  
  After months of requesting to be released from my contract, Wellness Living has agreed to honor my request.

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

• Initial Complaint

  17/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I asked wellness living to close my account ***** *********** ******* ******** and remove all data from their servers and remove the link from ****** business listing ***** *********** ******* but they refuse and give all kinds of excuses why they can't. I can provide legal documents that I am the owner. I have logged into there website but they are requiring payment to make changes to the account including removing the link from ****** and closing the account

  Business response

  04/05/2023

  On April 4th our customer support team received an email from **** *** stating that he was the "managing member for ****** listing for ***** *********** *******" and to make an edit to the account. While we have an active WellnessLiving account in our system under this business name (***** *********** ******* ********), we conducted a thorough check and this person is not listed as the business owner or even as having a user profile in WellnessLiving.
  
  As with any online subscription service, we can only make changes to the account when authorized by someone who is listed as the owner of the account.
  
  A representative from our customer support team responded to **** and several emails were exchanged, but **** was not able to provide information indicating staff access, transfer of ownership or any form of authorization from the owner of the business account in WellnessLiving.
  
  We have likewise not received any such notice separately from the owners that **** was to be provided with account access.
  
  In the interests of providing top quality customer service, our representative also offered to speak with **** over the phone to provide any needed clarification. However, **** did not respond to that email or contact us further.
  
  Our customer support team is now reaching out to the owners of the business account listed in WellnessLiving to investigate this matter further and confirm if any changes are needed to the account access settings. 

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying for them to design an app for me for 9 months. I was unable to get a **** number up until last week. At this point I am tired of dealing with this company and want a refund for every penny I have spent with them.

  Business response

  22/04/2023

  This customer originally signed up with WellnessLiving in July of 2022 on a 12-month commitment on our Professional software subscription in addition to a subscription for a Custom Branded White Label App.  
  One of the requirements of building and launching a custom app is for the customer to obtain a **** number from *** * ********** which is a separate company from WellnessLiving. This is a portion of the app process which we have no control over, and it was fully discussed during the sign-up phase. We did our best to help the customer and several of our representatives have been in touch with her over the past nine months.  
  Although the prolonged delays with obtaining a **** number occurred due to an unfortunate issue with another company completely outside of our control, we understand the cause for frustration and at the customer’s request we cancelled the Custom Branded App subscription in February of this year. We also refunded all fees they had paid for the app subscription.  
  Unfortunately, our representatives have so far been unsuccessful in their attempts to reach the customer to help get them set up with the business management software they signed up for as part of their active subscription.  
  We’d love to continue working with the customer and we're sorry to see them go. They have been approved for an early account closure with the fees waived for the months remaining on their 12-month plan, in addition to a full refund of everything they have paid. 
  Our representative is currently attempting to reach the customer by phone and by email to process the account closure + refund as requested. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Wellness Living in December of 2021 and chose to invest in a customized app, it was a large business investment for me, but I decided to commit to the growth of my business. I was told functions of the software would be included with my membership when in fact, they were not, they were available for an added fee. There was an issue during setup with the third party processor, so I had to be set up with a different merchant processor, *****. This setup process was left to me and my company to manage, that also was not disclosed to me during the sales process. I signed up for Wellness Living to streamline my business, not to add more tasks for my team. Upon merchant setup, I began to see money disappear from my bank account month after month through ACH payments, I spoke to my bank and over 3 weeks, we tried to sort out the issue. It resulted in a stop payment for that specific vendor. Come to find out, my financial information had been used to setup a 'clone account' with the employee information of someone from Wellness Living...but my bank details. I had over $500 taken erroneously from my account before it was rectified with my bank. Wellness Living told me to work directly with ***** on this matter. I kept the stop payment with my bank as I did not trust the institution anymore with my bank details. As there was a stop payment, my processing was suspended so therefore, customers could not purchase/book my business. Wellness Living was notified and I was told that customer service was 'looking into it' and they would contact me with a resolution. This continued for months until I decided to cancel my 'service' in early November. Then the customer 'care' team reached out and tried to keep me as a client with 'escalation calls and supervisor meetings' for the next 6 weeks. I made a formal request to cancel service on November 8. I was told my service would finally end on January 8 (two months later) and I was billed for those two months. Disgraceful.

  Business response

  18/01/2023

  Migrating your business to a software platform is a big decision for any business owner and we engage in a lengthy and extensive qualification process with each prospective customer, before the sign up, to confirm we have the specific features and pricing they have in mind. Our representatives make it a point to ask the business for the exact ‘use cases’ in their day-to-day operations to confirm with certainty that our software can fully meet their needs. This is important because it helps us avoid the sort of issue the customer described where they were unclear on specific feature availability, but we're sorry to hear that it happened in this instance.  
  We confirm that there was an issue with the customer’s payment processing account resulting from an error made at our partner payment processing organization. After investigating and resolving the customer’s issue, we were able to get them a full refund of the amount that was billed to them incorrectly.  
  At WellnessLiving, we’re all about providing an amazing level of support to our customers and that means we don’t quit until every inquiry is fully resolved. Our records show that our support team was in touch with the customer about the payment processing issue from mid-April until late May at which point the payment processing issue was fixed.  
  The customer did not contact us further about additional issues until November, at which point they first inquired about canceling their account. Our support team got in touch with the customer right away and numerous calls and emails were exchanged as we worked with them to address their issues. The customer also indicated that they would consider staying with our company if we provided a full refund of all subscription fees paid so far. 
  We were not able to fully accommodate that request and the customer eventually decided to proceed with account closure in December. Although the customer signed up for a 12-month agreement at a heavily discounted rate, we have waived all fees for the early account closure prior to the end of that term, and we have also issued a $626 USD refund for the value of subscription fees paid in the last two months.  
  We wish this customer the best with their future business endeavors, and we hope they can find the right platform for their business. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My business signed up with Wellness Living and was promised a grandfathered rate, this was subsequently cancelled at a later stage, and we were put on a more expensive plan with features we didn’t ask for and didn’t want. Apparently, contractual misrepresentation is a concept they are unfamiliar with. Later I was told I should have read the fine print. Foolish me for believing what they told me. Their partner program is so poorly organised. I regretfully referred 2 other businesses to WL, the first business, they paid the wrong person for months, then refused to backdate the payments, even though it was their error. When I finally started to get paid, it was in international cheque, first I was getting a cheque for $25, which cost $50 to cash and takes 6 weeks to process, Obviously unhappy with this I petitioned to have my partner payments deducted from my account instead, it took months of negotiation, but eventually they did. Once again, they cancelled this plan, without notice and started sending me international cheques. These cheques are worthless to me because of the fees. Months of emails and hundreds of phone calls later, they agreed to send me a wire transfer for the months of premiums they owe me. I started receiving emails that they would be processing my payment in September 2022, since then I have had 4 different customer service agents, and have even contacted the CEO directly. It is now 2023, and I still have not been paid for 5 months, they cannot figure out how to make a wire transfer even though they have a billing team. I’m sending screenshots of my bank details, swift code and bank address from the banks website. There is no error on information from my end. Appalling way to treat your ‘partners’. I have now left WL and find it impossible to get a response from any of the customer service agents. They owe me money and I will get it from them.

  Customer response

  09/01/2023

  I have resolved my issue with Wellness Living and am happy to withdraw my complaint. They have paid in full all monies owed to me. 
  
  Thanks ****. 

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