Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a weight loss program, at an initial appointment, cancelled the next day after reading about the program on the app they provided, due to the fact that their description of who the program is for did not include me. They had me initial a contract that stated if you cancel before starting they would charge a $750 fee. Which I understood. I paid $3009, and when I cancelled they asked for the supplements to be returned. After reviewing the contract I signed, it did not state "return the supplements". The office manager then said they would honor it. I waited two weeks, called to check the status of refund, the office manger then said they have 30 days. after 30 days, they only refunded $1400, not the $2250. After my conversation with the office manager the first time, about the contract, at no point did she state they were waiting for the supplements to be returned. I believe I am due the entire $2250 since the contract did NOT state the supplements will need to be returned.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2024 I purchased a 13 week program from CT Secret for Weight Loss. I paid $3800. In the contact it included a personalized meal plan, exercise plan, and unlimited support throughout including a system to alert them when I went 4 or more days without weighing in or gained weight 4 days in a row. After 5 weeks on the program I was losing weight, but did have two times when I dod not weigh in and also gained weight for 5 or more days. No one reached out to me, so I decided to call them to discuss. Randi was very rude to me and said it was my fault and should have called- even though the system was supposed to alert them so they could "reach out to me immediately". I told her I was unhappy with the customer service- I had not heard one thing from them in 5 weeks. They also told me in an email that they made a mistake and I was supposed to make an appt 3 weeks after starting to go into the office but they did not. After the phone call on June 20 ,2024, I was told that both Dr. K***** and Dr. J**** would be calling me to discuss my concerns and how to move forward. It is now July 26th and I still have yet to hear anything from either doctor or anyone at the office. I am very upset with the service provided as I made it clear to them that the reason I was enrolling in their program was for the accountability and their system to reach out to me when they could see through there app that I was struggling or not progressing. I feel like they charged an absorbent amount of money and have not help up their end of the contract. When I asked for half of my money back and to end the program early, they denied me. I am unsure how to move forward at this point and don't want anyone else to fall victim to this scam. I also saw on Dr. Kusher's website that the same program was almost half the price. I am just dumfounded at the many times this company has failed me.

  Business response

  08/06/2024

  Please see attached documents that show contact with ******* regarding her issues and she states when asked if anything else was needed, she responded "No, I think I am ok for now, thank you". Also please see attached disclosure that we review with every patient that there are no refunds. She has signed and initialed both disclosures. Patient was given the doctor's personal cell along with the office number where anyone can be reached 7 days a week. We made the error in not scheduling her 3 week follow up when she left our office but did our due diligence to communicate with the patient when requested. We do not know there is an issue unless the patient contacts us. As far as the amount for Dr K****** program, his is a separate program from ours and another company which only includes coaching services not the peptides we offer. This is why his program is a different price. Patient only came to two appointments and cancelled the last appointment. We take pride in making sure our customers are able to reach us and supporting them during their weight loss journey. I am sorry for Ms. *********** feelings but feel we did our due diligence in meeting her when asked.

*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. ↩