Complaints

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The business was paid $1,010 for services. The services were changed, and I requested a refund of $1,010 due to the change in services. The business agreed to a refund but only refunded $688.7. I contacted the business but was unsuccessful resolving the matter directly. The business owner refused to process the full amount of the refund after acknowledging a full refund would be issued via text message. I have contacted the credit card company to dispute the charges. I would like the better business bureau to assist in resolving this matter.

  Business response

  06/23/2023

   

  The clients were not satisfied
  The clients received all the services paid for: Assessment, Programming, Coaching, Consulting. 

  The clients did NOT support the Onsite adjustments made to support more clients. 

  Currently we are starting to rebound from the past challenging 3 years and MTN LAB is working through a small growth phase. 

  The business made a decision to open up for more clients to have access to the space during coaching hours as our facility has done pre-covid. 
  
  The client(s) were charged
  ***: June 2nd $355 and FULLY refunded (June 15th) minus CC charge. 
  ***: June 2nd $355 and FULLY refunded (June 15th) minus CC charge 
  
  Clients signed Coaching Agreements with MTN LAB and we waived any cancelations fee tied to those contracts. 
  Clients who terminate contracts early have always been charged the cc fee. 

  Coaching Services clients were paying for were provided fully by coaching staff. 
  
  The 6month coaching contract for $300 for a family member was never signed or accepted. 
  MTN LAB does not have a record of a charge for that amount, hence why there has not been a refund. 
  
  Attached are the legal doc and payment history with refunded amount. 
  
  Let me know what else is needed. 
  

  Customer response

  07/07/2023

  Thank you for looking into my complaint with MTN LAB.  The information provided by the business is inaccurate.  The business claims no 300-dollar charge was made for the third family member; this is incorrect.  There were 3 $100 dollar charges even though the consultation work performed by MTN Lab was part of a special offer to bring new family members into the company.  (Documentation available). The special offer included 3 free onsite visits and one month of services.  The total charge for all three family members was  $1,010. (Documentation available via credit card records and texts with business owner)
  
  Noting in the documentation provided by the company indicates they will return funds less credit card charges.  I can provide text documentation indicating a full refund will be made, but it was not.
  
  I am happy to upload the appropriate documentation, but could you please reopen the file?
  
  Thank you,
  
  *****************
  

  
  

  Customer response

  08/04/2023

  Thank you for getting back to me, and I understand that the business failed to respond to the follow-up request with additional consideration or information.  I understand the BBB can not assist any further.  

  I am trying to understand why the business would maintain an A+ rating with the BBB when there is an unresolved complaint.  I am happy to provide more documentation and point out that the company has provided no documentation to show that fees should have been charged and that the returned amount was correct; simply an email and a contract that does not indicate the fees will be removed from any refund.  

  In addition, the business provided no information concerning the 3rd family member and the lack of refund for that individual when the amounts charged were outside their offering and not supported by any contract. (See attached - march newsletter). The March newsletter attached shows the solicitation for additional family members and that the first month was free.  MTN Lab charged for this first month at $300 and provided no documentation disputing my complaint, nor did they refund this illegitimate charge. 
  

  Please advise why the business has an A+ rating, given the facts of the complaint.
  

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*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. ↩