Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled this and they still charged me again. then the owner claimed the emails they sent me to resolve this was stuck in my spam folder But I checked and it wasnt

  Business response

  11/19/2024

  As per the terms and conditions of our membership, users must cancel 48 hours before renewal in order to avoid being charged. 

  This user cancelled on the day of renewal, meaning that the renewal fee was already processed. 

  Despite this we refunded the fee anyway. 

  The user advises that he is a 'tech guy' and couldn't have missed any emails, but we did respond to his enquiries and take the appropriate action. 

   

   

  Customer response

  12/11/2024

   
  Complaint: 22576203
  
  I am rejecting this response because:

  I tried many times to reach out to him about the cancellation. It was done before the renewal and I showed them proof. His response on his app (that I no longer have access to because he blocked my email) was to contact support (apparently there are two different ways to cancel and I showed him the proof). He acknowledged someone would reach out but they never did. Then when I showed up on his tiktok account he blocked me and told everyone that I should have spent the time I wasted going to the BBB on losing weight
  
  Sincerely,
  
  ******* Della ********

  Business response

  12/23/2024

  We're not sure what other information we can provide. 

  The customer was issued a refund many weeks ago, this was their desired outcome.

  We provided proof of the refund on our initial response. 

   

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for one month trial on May 30th 2024 of **** Potash and asked for cancellation 5 days later- June 4th 2024. He has been billing me since. He did not respond to many attempts to reach out to me. When he finally did he refused to credit me back. His wife write me that my account was cancelled but never credited me back.They are crooks & need to be stopped. I need to be credited back with no further billing.

  Business response

  11/19/2024

  Before contacting us about the issue ******* filed a dispute with their credit card company. After I received an email about this I immediately picked up the phone and called ******* directly. Although we have over 3000 members I always want to treat each member as if they are our only one. Its top priority that our members our heard and any concerns be met to the best of our ability.
  

  As explained to *******, once her dispute is made with her credit card, its out of our hands and now within their powers to resolve. As much as wed like to assist with this matter we wish ******* would have come to us first once she noticed she had not canceled her program. This would have resolved for a much easier and speedier outcome. Once a dispute is made the system wont allow for any refunding. For example, lets say we were able to refund and the credit card company also refunded or rewarded her the dispute? She would essentially been paid to do our program. Hence why the system is in place the way it is.
  

  Although it seems silly and a refund should cancel out a dispute, unfortunately the system doesnt work that way.  This has all been explained to ******* and as mentioned it would have been a much faster solution if once she noticed she needed to cancel her membership that she would have first contacted us directly.

  As always we wish our members the best and hope she comes back when shes ready to get healthy again. 

  Customer response

  11/19/2024

   
  Complaint: 22573836
  
  I am rejecting this response because:

  1- before to dispute with my credit card I made numerous attempts (phone calls to his business and personal number- he even asked me how I got it. I also sent emails) he never responded to any until he received the dispute. 
  

  2- if he meant to credit back why isnt he doing it now that the dispute is close and no credit issues to me?

  3-He also kept billing me as of few days ago even after I spoke to him. 

  He is just making up things to not reimburse my money. He is very dishonest, taking peoples money en not reimbursing. I hope he can do the right thing once. 
  

  I attached the email his wife finally sent . They could have reimburse so what is holding them? They just have to credit my money back & stop billing me.
  

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

  Business response

  11/19/2024

  ******** was a member of our membership for 6 months. She purchased our monthly membership, and received all of the features that are included within the membership. 

  The membership is advertised as a monthly membership, and we mention the subscription based nature of the program several times on the sales page in order to provide potential members with full transparency. The program is accurately advertised, please see copy below:

  ''Subscribe to The Approach Monthly Membership
  US$49.99 per month
  This is the perfect plan for someone looking to lose ***** pounds. Includes; 30 Day Meal Plan, Community access, Personal health coach, Food logging, 1000+ recipes and so much more. Monthly recurring membership, cancel anytime. By confirming your subscription, you allow Adam Potash Approach to charge you for future payments in accordance with their terms. You can always cancel your subscription.''

  ******** disputed all of her previous charges with us on the 5th November. 

  Upon receiving these disputes we reached out to ******** to ask if she was unhappy with the program. 

  ******** asked for a refund and we explained that we are unable to refund payments that are currently going through the disputes process. We looked into ********** account and saw that she has had access to the full program, it's assets and a personal health coach for the duration of the 6 month membership. As per our terms and conditions (provided both prior to and upon purchase) we are unable to offer refunds. 

  We provided evidence of ********** account use and accessing of the program and assets to the bank and they found in our favor. 

  Unfortunately this has lead ******** to make a complaint. We have already been through this process with the bank and are sorry that ******** feels she should have been refunded her full fee. We had communication from ******** during her membership explaining how fantastic she thought the program was and hope she can understand that the value of the program cannot be given away for free.

   

  Customer response

  11/21/2024

   
  Complaint: 22573836
  
  I am rejecting this response because:

  
  1- I signed up for only 1 month trial not monthly membership.
  
  
  2- I reached out after 5 days to cancel. 
  
  
  3- I never used any feature since. I would like to see the proof he is mentioning.
  
  
  4-He mentioned 10/5/24 as the date I put a dispute in. Its not correct. I have been trying to reach out to him since I realized he was still billing me. He ignore all calls & emails. 10/12/24 is when I had to put a dispute with my credit card. And it is only after that he called me on 10/15/24, telling me that he could have credit me back if I did not start the dispute because now he was afraid I would be credited twice (by the credit card company & him). That did not make sense to me. 
  
  
  5- I never made any positive comment about his company. I would like to see what comment his is mentioning. There is nothing good I have to say about his program. 
  
  
  6- The ultimate proof of his bad faith is, even in the mist of all the dispute, he billed me again on 10/30/24. How does he explain that he was aware of the situation on 10/5/24 (according to him), and still continues to bill me. Why did he charge another $49.99 on 10/30/24 to my card? If he is not a deceiving, untruthful, lying, unethical individual, why continue to bill?
  
  
  All he is saying are lies.
  I dont know what proof he is sending you. I would like to see them and verify their authenticity. 
  
  Sincerely,
  
  ******** *******

  Customer response

  11/22/2024

  I did not get an answer to why **** billed me on 10/30/24 even though he acknowledged being aware or this case on 10/05/24.

  How is that good faith?

• Initial Complaint

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This person runs an online weight-loss membership company but will not let you cancel. The email listed on his website, ************************************ does not get any response and just today, that email address now bounces back. with an error. I subscribed for one month, and have been trying to cancel ever since. There is no place to cancel or find out information about cancelling. There is no where on the website where it says what you've signed up for. I should be able to cancel as needed but he makes it impossible. There are so many of us who are unhappy with this and if you try to post on the ******** page something like "How can I cancel", your post is immediately removed. I've attached copies of two emails I've sent with no response and today's email bounce-back. Completely ridiculous.

  Business response

  04/05/2023

  Hello,

  A bit confused by the complaint. As you can see from the correspondence attached *****'s account was cancelled on request. 

  I have also attached the corresponding payment information. 

  There are no payments available to refund. 

  Hope this helps to clear things up, 

  Victoria

  Customer response

  04/05/2023

   
  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,
  
  ***********************

*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. ↩