Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially, the company advertised their expertise on credit repair and assistance in rental airbitrage. I set up a consultation with Bilaal at the end of october. I was told to send a portion of the total $6000 required for the credit repair service and rental arbitrage assistance. For three I called to get in touch with Bilaal, ******** ****** and a number of people on their team no response. I watched the company Stayly grow from 2020 to now and thought this they were trustworthy. It is November 12, 2024 and I have had to report to this fraudulent activity to my bank as they have sent a letter stating I would not receive my $2500 refund as the decision is final. I have not opened pr accessed anything nor have I signed anything. They have not responded. Im extremely disappointed. I found out later the several people who have already complained. Save your money.

  Business response

  11/15/2024

  Timeline of Events:
  1. Enrollment:
  ******* joined the Mentorship program on Thursday, October 31.
  Within 24 hours, we sent her an email providing access details and made a follow-up call to ensure she had everything she needed and to address any questions. A voicemail was left, followed by an email to inform her of the attempted call and provide next steps. ******* responded via email at 5:49 PM requesting access. Since this was outside business hours, we promptly replied and called her again the following day.
  
  2. Follow-Up on November 1 (Friday):
  Four calls were made, with two calls successfully connected and two voicemails left.
  Three emails were sent that day, including an outreach from Shatahr, the program manager, who offered direct guidance to address any difficulties.
  Attached are records of these emails.
  
  3. Survey Sent on November 2 (Saturday): A feedback survey was sent to ******* to gather her input and address any concerns. Unfortunately, no response was received.
  
  4. Follow-Up on November 4 (Monday):
  Since our business hours are Monday through Friday, we resumed outreach with three calls and two additional emails. These communications provided detailed next steps and assistance to ensure ******* could move forward in the program.
  
  5. Attempts from November 5 to November 7:
  Efforts continued via SMS, calls, and emails to maintain communication and support.
  
  6. Refund Request on November 8:
  ******* requested a refund without providing a specific reason.
  We responded promptly, denying the request in accordance with the companys refund policy, which is designed to ensure fairness for all students.
  To address any potential issues, we offered a one-on-one call and other steps to help her proceed with the program. It was also clarified that deposits are non-refundable and only full payments are eligible for refunds.
  
  7. Further Communications:
  From November 8 to November 12, we continued sending emails requesting feedback and offering support.
  On November 12, the company manager personally sent an email outlining the support provided thus far. This email (attached) reiterated our efforts through calls, emails, and proposed resolutions, giving her the option to either proceed with the program or close her account.

  Business response

  11/15/2024

  STAYLY has demonstrated consistent and proactive communication with *******, including multiple calls, emails, and offers of personalized support. This includes timely responses, direct engagement from the program manager, and multiple opportunities for her to provide feedback and share any difficulties she was experiencing.
  
  Filing a dispute and requesting a refund despite the extensive support provided does not align with Stayly's refund policy. This policy is carefully designed to maintain fairness and consistency for all students enrolled in the program.
  
  Supporting documentation, including call logs, emails, and other communications, has been submitted internally to provide further evidence of the efforts made to assist *******.
  Attachments:
  Call logs
  Email records
  Feedback survey response
  Managers email dated November 12
  

  Customer response

  11/18/2024

   
  Complaint: 22545909
  
  I am rejecting this response due to misinformation on Staylys advertisements and their lack of accountability in refunding the total amount of $2500.00. 
  
  Sincerely,
  
  ******* *****

  Business response

  11/19/2024

  *******, 
  
  We understand your concerns. As mentioned in our previous communication, the refund request has been reviewed thoroughly in line with our policies.
  
  Unfortunately, the total amount of $2,500 is not eligible for a refund based on the terms outlined in the Membership agreement, this decision is final.
  
  We believe in transparency in our advertisements and communications, and I apologize if there was any misunderstanding. If you believe there is specific information that was misrepresented, please feel free to provide additional details or documentation for our review.
  
  While I understand this may not be the outcome you were hoping for, we are here to assist you with any next steps or support you may require.
  
  
  - STAYLY

  Customer response

  11/20/2024

   
  Complaint: 22545909
  
  I am rejecting this response because the services stated were not provided nor a refund. My partner and I will be pursuing further legal action on the Stayly company. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had enrolled in an air Bnb business I saw online and I am not being offered the service I was promised. I have reached out to more than one person who works there and I have not gotten any assistance that is desired or fair. I was manipulated into entering the program at first. They told me they had a payment plan which I agreed to and soon as I get on the phone they are tell me that I am pre qualified for a loan and that their business is structured that I would have paid it off before a year of being in the program. I took the loan from a company called special financing that works with Stayly and I have been paying every month from January and I am getting any help. I have joined from January and they are getting to me in June to let me know that what I originally joined the program for I cannot get it until 2 years time, that is so unfair and they wont give me my money back, this was a scam.

  Business response

  07/15/2024

  Since ************* started with the program, we have been in regular communication with her. There has been no manipulation involved in any part of this process. The agreement she signed clearly states that refunds are not eligible for payment plans or deposits. Please see the signed agreement attached by ************** for reference.
  
  We understand the frustration, but it is important to note that we have been working diligently to assist ************** throughout the entire process. The structure and timeline of the program were communicated to her, and the terms were agreed upon when the contract was signed.
  
  Our primary goal is to help each student succeed based on their individual circumstances. We have made every effort to provide the necessary support and resources to facilitate their progress.
  
  We remain committed to our students' success and are dedicated to helping them navigate any challenges they may encounter.
  
  Thank you for the understanding and cooperation.

  Business response

  07/15/2024

  This dispute evidence is being submitted in response to the chargeback received by STAYLY
  from the customer below:
  Customer Name: ***** *********************
  Customer Address:
  **********************
  6a
  ***************
  Email addresses: ***********************, ******************, *********************
  Product: Penthouse Program        
  Date Purchased:  Jan. 16, 2024         
  
  Summary: The consumer received a purchase contract detailing the terms, including SECTION 10(A) OF THE *** clause. By signing this agreement, the customer confirmed their understanding of and agreement to the terms, including the no-refund policy. Their most recent login/usage confirms continued access and use of the product after the purchase.
  Cardholder Dispute Reason: The cardholder claims CUSTOMER CLAIM under pretenses. We have attached a copy of the contract, which confirms all services provided upon execution of the contract & access to our products. Additionally, we have attached a copy of our customer records with the corresponding email/number. This also confirms the customer has logged into their program and utilized the product.
  Additional Evidence: We have also attached email communication and other relevant documents that confirm their access. This additional evidences are provided to support the filed dispute comprehensively. Please see attached.
  
  Downloaded Signed Agreement 
  STAYLY App and Auth0/calculator access 
  Communication, Scheduled meeting
  Welcome Email
  
  Best,
  STAYLY Support
  ********************************

  Customer response

  07/15/2024

   
  Complaint: 21950233
  
  I am rejecting this response because:

  Nobody from Stayly has been in regular communication with me. After months of filing out the business application form and waiting for a response 5 months !! I was the one who sent a message to the manager ******* and she called me after and explaining that they had a back log and shes so sorry that it took that long. It is not my responsibility to ensure that their team is enough and able to cater to however much students they have. I took a loan to join this program to gain funding for my business which was explained to **** a member of their team that I spoke to first and they still took my money and then after 6 months in the program they are telling me that I do not qualify to receive funding. I understand contracts are important but take accountability and give back the money because I have not been provided any service. If one thing was told to me initially and after I joined it is a different story, is that not manipulation? 
  
  Sincerely,
  
  ***** *********************

  Business response

  07/15/2024

  This dispute evidence is being submitted in response to the chargeback received by STAYLY
  from the customer below:
  Customer Name: ***** *********************
  Customer Address:
  **********************
  6a
  *****, ** 10475
  Email addresses: ***********************, ******************, *********************
  Product: Penthouse Program        
  Date Purchased:  Jan. 16, 2024         
  
  Summary: The consumer received a purchase contract detailing the terms, including SECTION 10(A) OF THE *** clause. By signing this agreement, the customer confirmed their understanding of and agreement to the terms, including the no-refund policy. Their most recent login/usage confirms continued access and use of the product after the purchase.
  Cardholder Dispute Reason: The cardholder claims CUSTOMER CLAIM under pretenses. We have attached a copy of the contract, which confirms all services provided upon execution of the contract & access to our products. Additionally, we have attached a copy of our customer records with the corresponding email/number. This also confirms the customer has logged into their program and utilized the product.
  Additional Evidence: We have also attached email communication and other relevant documents that confirm their access. This additional evidences are provided to support the filed dispute comprehensively. Please see attached.
  
  Downloaded Signed Agreement 
  STAYLY App and Auth0/calculator access 
  Communication, Scheduled meeting
  Welcome Email
  
  Best,
  STAYLY Support
  ********************************

  Customer response

  07/15/2024

   
  Complaint: 21950233
  
  I am rejecting this response because:

  Excuse me, Your Team logged my account out just for me to sign in and use it against me. 
  the app has always been logged in on my phone and it conveniently logs out since the complaint has be submitted.
  Regardless of me not getting a satisfactory service Please do remember that I have to still be paying for it every month and I have kept up with my payments from January until now. 
  Take accountability, your business messed up with me. Might have provided exceptional service to others but that is not my experience. 

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

  Business response

  07/17/2024

  Hello,
  
  Regarding the eligibility for funding, our policy requires that all applicants meet certain credit criteria to qualify for funding. Unfortunately, after reviewing her funding application, it was determined that she did not meet these criteria due to the credit history. We understand this information would have been disappointing, especially after the investment in the program. 
  
  While we cannot offer a refund due to the terms and conditions outlined in our policy, we are committed to helping her achieve your business goals. The only solution is to partner with someone. If you can find a suitable partner, we would be more than happy to assist you in securing the funding.
  
  We apologize for the challenges you've faced and appreciate your understanding. We are here to help you move forward and succeed.
  
  
  STAYLY Support
  ********************************

  Customer response

  07/23/2024

   
  Complaint: 21950233
  
  I understand that a contract was signed and that policy is important but this company is so wrong and strong. Why are they so adamant in not releasing me from the contract and giving me back my money. I made it aware to one of the founders and several other members of StayLY team that I was a new immigrant who had just established credit history. WHY was I still allowed to join the program? I was mislead into joining the program. Why would I join a program for the sole purpose of getting funding for my business knowing I needed to have a 2 year history; had I known this I wouldve never joined, I wouldve just waited until I had a 2 year history. And even then, They still had me paying for apps to help build my credit more and then after 6 months theyre just realizing that I do not qualify?? What kind of system is this, I submitted my business funding form In JANUARY, it took them 5/6 months to tell me that?????? I already paid almost 6 thousand usd for nothing at all. While I admire their solution I will not accept it. I am alone in this country and I will not be forced to get a partner I do not trust because of inconveniences at a companys hand. 
  
  ***** *********************

  Business response

  07/30/2024

  We understand that this situation is frustrating, and we appreciate the opportunity to clarify our position.
  We have carefully reviewed your inquiries and, in compliance with the agreement you signed and our refund policy, we must deny your refund request. While we understand that the contract and policy adherence may seem stringent, it is essential to maintain fairness and consistency for all students in the program.
  
  We acknowledge that you informed us of your status as a new immigrant with recently established credit history. Our program does aim to support our students in building their credit and securing funding, and we regret that you feel misled. The requirements, including the 2-year credit history, are in place to ensure the best chances of success for the students.
  
  We apologize if there was any misunderstanding regarding these requirements at the time of your enrollment. Our goal is to offer solutions that align with the programs objectives and your personal situation.
  
  While we admire your determination and the solutions you seek, we must uphold our policy. We are committed to assisting you within the framework of our program and exploring any other avenues that may help you achieve your business objectives.
  Thank you for your understanding, *****. 
  
  
  Kind regards,
  STAYLY Support Team

  Customer response

  07/30/2024

  Hello, 

  I feel as though my concerns are not being taken seriously and this seems to be a back and forth with the company that doesnt provide me with a real solution. What is the next step ? How can I get some actual result? Because all they are doing is apologizing when Ive not been given any help and *** already paid so much money. 

  Customer response

  07/30/2024

   
  Complaint: 21950233
  
  I am rejecting this response because: 

  Hello, 

  I feel as though my concerns are not being taken seriously and this seems to be a back and forth with the company that doesnt provide me with a real solution. What is the next step ? How can I get some actual result? Because all they are doing is apologizing when Ive not been given any help and *** already paid so much money. 

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

  Customer response

  08/23/2024

  Hello, 

  Ever since I Submitted a complaint my access has been restricted on the app. I really want to know just how much more unprofessional and unfair this business can get. 
  I still have to be paying this company 534 dollars every single month; why is my access restricted? Is this a game? Do I not work hard for my money. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Total Program Cost: $5700 Date of Transactions 9/22/2023 for $4000 partial payment, Final payment $1700 9/28/2023.Product/Service: Securing two rental units accommodated with course training.Nature of dispute is failing to give me a refund after I was told by the sales man that I would be given time after my last payment on 9/28, I was given access to look and select from the properties, after seeing the large down payments, first and last month rent required for each property, I decided to ask for a refund, then I was told I only had 3 days from 9/22. I explained that I had no access because I hadn't paid the remainder of $1700 and was told by *************************** I would be given a fair time after access to make a final decision. They refused to give me my refund and tried to coerce me to stay in the program and use it because I will not be refunded. Told her after reviewing what was being offered that it wasn't worth $5700 and therefore no longer wanted their services. I spoke to ****************** in the Unit support department, also called and text message and called ***************************, my calls and texts were all ignore. I also text the owners and I was ignored. This is an unfair business practice and a way to scam students out of money. They claimed I signed a contract on 9/22 saying I had 3 days to cancel and obtain a refund. How could a contract begin 9/22 and expire 9/25, but made the last payment on 9/28 and then I wasn't given access to the Stayly membership area until 10/4? I have tried to request a refund and I am being ignored and told I had 3 days to cancel from 9/22 which the sales man said not to worry until I gain access to the members area. I have all my text messages with *************************** and he ignored me for months knowing what he did was wrong only to reply and tell me to ask for a refund then when I told him they refused he said there was nothing he could do and was up to this support department.

  Customer response

  01/26/2024

  The have two company names. I&B coaching & Stayly

  email address to the company called Stayly where all the communication via email came from is ********************************
  

  Owners names:
  : *************************** & *************************** located at address 
  **********************************************************************************
  All their phone numbers:

  ************ 

  ************

  Customer response

  01/26/2024

  Attached is a screenshot of the emails showing not access was granted for their 72hrs refund policy until well over 10/4/2023. They claim they have a 72 hour refund policy starting from 9/22/23 which was when I made the first partial payment and that is the date they started the 72hour refund policy the last payment was made 9/28/23 and they didnt give me access until 10/4/2023, How can such a refund policy be valid even before I paid for the program and before I was given access?

  Customer response

  02/04/2024

  I am not sure how you didnt see the email address. I included it in the message sent to you 

  Customer response

  02/04/2024

  The have two company names. I&B coaching & Stayly
  email address to the company called Stayly where all the communication via email came from is 

  ********************************

   

  Business response

  07/11/2024

  To whom it may concern: 
  
  This dispute was settled last year. ******************************* filed disputes for both transactions.
  Attached are the following documents:
  
  1. A zipped file retrieved from Deposyt/NMI when the dispute was countered. This includes the signed agreements, communication from the purchase date, including the welcome email, and all correspondence up to the time he decided not to continue and was asking for a refund, which was denied due to the company's Refund Policy.
  2. The dispute decision for $4,000.
  3. The dispute decision for $1,700.
  
  Please review these documents for further details. 
  Feel free to contact us if you have additional questions or concerns. 
  
  Thank you, 
  STAYLY Support
  ********************************

  Business response

  07/11/2024

  We have thoroughly reviewed the concerns regarding the disputes for $4,000 and $1,700. Please note that these disputes were settled last year, with all relevant evidence submitted. Both disputes were resolved in favor of the company.
  To provide clarity on the process, access to the services was granted on 9/22/23, as communicated via the Welcome email. We also made several communications within the subsequent three days to ensure all necessary information was conveyed.
  
  Regarding the claim about the refund and the nature of the dispute, the following points address the concerns:
  Access Granted: Access to the properties was provided on 9/22, and multiple communications were made within the first three days following this access.
  Refund Policy: As per the signed agreement, which is attached for your reference, the refund policy allowed for a cancellation within three days from the initial access date.
  The last payment was made on 9/28/23, despite the concerns raised, the access and cancellation terms were clearly communicated and agreed upon as per the contract dated 9/22/23.
  Communication: Our records show that several communications were made to address ************************** concerns promptly.
  
  We regret any inconvenience and we can assure you that our team made every effort to assist **********************.
  Attached are the documents containing the signed agreement and all related communications for review.
  We understand the importance of transparent and fair business practices and take such matters seriously.
  
  Should you have any further questions or require additional clarification, please do not hesitate to reach out.
  Thank you for your understanding and cooperation.
  
  
  Kind regards,
  STAYLY Support Team

  Customer response

  07/12/2024

   
  Complaint: 21138455
  
  I am rejecting this response because:

  No service was received because it was declined, you are thieves who prey on individuals trying to better their lives, I declined your services and requested a refund, my credit card company was incompetent and thats why it was granted in your favor. The basis on which your claim stands was that fraudulent inducement to sign a contractual agreement with false information given by your salesman. I will be seeing you in court shortly. I have given BBB all my facts on which you claimed that I did not cancel my contract in time and if it wasnt clear enough then I will see your company in court. You stole funds for a service that was declined, the only reason I did not cancel was because I was told not to worry about the deadline for cancellation and I would be given time to review the service, clearly your salesman will say anything to get their commission. The basis that my chances to cancel the transaction when I wasnt given access to review the service before the cancellation period expired is nothing short of fraud and a judge will see you for what you are.

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

  Business response

  07/12/2024

  The disputes have been resolved and there are no further actions we can take on our end. For any additional assistance regarding your dispute claim, we recommend that you contact your bank directly, as they will be able to provide further guidance and support.
  
  We understand that you have strong feelings about this matter and have expressed concerns regarding the service and the process involved. Please be assured that we have carefully reviewed all relevant information and procedures followed during the transaction and the subsequent dispute process. However, we stand by our decision based on the information and procedures followed during the transaction.
  
  We appreciate your understanding. 
  
  Sincerely,
  STAYLY Support
  ********************************

*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. ↩