First, and foremost, our sincerest apologies for the negative experience that Mr*** had in obtaining the assistance required to process his request in a timely fashion.
The customer, John ***, made an online purchase for our Pre-Workout Supplement, Afterburn Fuel, on
March 26, at 8:57pm.
We were able to locate of the attempts to cancel that Mr*** referred to. On July 31, 2014, *** *** did, in fact, receive the email that Mr*** mentioned regarding Canceling his Subscription Mr*** forwarded that Request to our *** *** ***We cannot determine why that request was not fulfilled to Mr***'s satisfaction as the *** *** *** in question is no longer with the company.
We have issued a refund to Mr*** in the amount of $for the Afterburn Fuel that was shipped out on 6/24/and 7/24/
In order to Refund Mr*** for his Initial Afterburn Purchase in the amount of $(processed on 3/26/14), as well as the 2nd bottle of Afterburn Fuel that was processed on 4/25/for the same amount ($81.35), we will need an Email tied to a PayPal Account or his account number so that we can wire those amounts directly to Mr***The reason we have to process the refund for those in that manner is because those two transactions are over Days old and our system will not allow us to process a refund
Mr*** can contact me directly so that we may process these additional refunds immediately. I will be in the office until 7pm (CST) today, 10/1/14, and 9am - 6pm (CST) for the remainder of the week
*** ***
*** *** ***
###-###-####
Had a phone conversation with Mr*** on Wednesday, 10/22/14, and again on Thursday, 10/23/14, in order to obtain clarification on the $he stated he was "shorted" and to determine what we could do on our end to guarantee that a resolution to his satisfaction was obtained.
He informed us that the amount discrepancy was due to a change in the Exchange Rate from the date/time he made the purchase to the date/time that the Full Refunds were issued.
It was discussed and agreed upon that the change in the Exchange Rate was beyond any of our control.
During our conversation on Thursday, 10/23/14, Mr*** stated that he would like to try our Six Pack Sleep supplement rather than have us send a check for the $3.77.
After confirming his shipping address, bottle of our Six Pack Sleep was shipped out this morning, Friday, 10/24/14, and, per his request, Mr*** has been emailed regarding our Resolution, his shipment, and information that he requested regarding the ingredients in our supplement
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will keep using MIKE CHANG FITNESS PROGRAMI would like them to call me though and help me outThank you Revdex.com and MCF for taking this matter seriously and professionally.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The customer did indeed purchase a workout program from us on 2/8/Mr*** stated that he was unable to received any contact back from us in any formWe do not show any recent calls from him in our systemThe last time he called our company was on 5/19/We do however show that he has
emailed in recently on occasions, in which we responded on each occasionPlease see the attached screenshotsOne of which show Mr*** actually acknowledging one of them***, who is the customer service manager tried to call Mr*** times on 8/24/16, with no luck of speaking with him*** also responded again via email again on 8/24/16, since he could not reach Mr*** by phone.Mr*** emailed in on 8/17/@ 10:am. We responded on 8/17/@ 11:am
Mr*** emailed in again on 8/18/@ 10:am. We responded to that email on 8/18/@ 12:pm
Mr*** emailed in for the 3rd time on 8/22/@ 1:pmWe responded on 8/22/@ 1:pmMr *** then replied to that email on 8/22/@ 8:pm, letting us know that he was able to access the programs online*** Quick CS Manager attempted phone calls to Mr*** on 8/24/16, with no contact*** then sent an additional email to Mr*** on 8/24/@ 11:am
If Mr*** would like he can go ahead and contact us again, and we will unlock a free workout program of his choice for the inconvenienceThank you
Complaint: ***
I am rejecting this response because:
Thanks for the reply. I received your E-Mail on Sept22.....and replied on Sept23. The only real dispute, according to My M/C statement, which I had received since, I was shorted $3.77......probably because of the Exchange Rate. Not a lot of money....but, in effect I bought nothing. I just wasted a lot of time and suffered a lot of frustration. Maybe the DVD's that I might never receive, will be worth a few dollars (I say never receive....because, as I said previously....I did not receive that package.....'least not yet)Perhaps they want to, or are willing to, compensate Me some other way......and lay the case to rest. I do not want to label them as bad people....that I just like U and I. The M.Ojust didn't seem to fit..... Hope this helps. (They can contact Me direct if they wish....and phone would be better...but, Weather being quite nice....I am spending time outside, working. And, I do not have a Cell Phone.....told them that already.....never had had one)
Like I said....that is not a lot of Money. But then, depends on how U look at it....I didn't buy anything....I just inherited a lot of grief, and a lot of time was wasted with the mess. And, I had mentioned in My E-Mail, they can just send Me something....or just stick the amount back on MasterCard. It will still likely not jive....with the constant fluctuation in the Exchange Rates.....so....if I have to "eat" a few cents, so be it. Apparently.....(according to a previous message from them to U to Me), they sent some DVD's this way.....don't know what value they might be, and hopefully no charge cuz I did not order them, but.....to date, nothing was received. So, overall, not a big deal.....but not hard to fix either. Hope this helpsLet's do it. Please let Me know how they want to handle it.....just so I don't have to bug U again
Regards,
*** ***
Mr*** did purchase the Sixpack Shortcuts program on March 23, and did contact us via email that same day informing us that he could not do the workouts in that program due to a medical condition and asked that we provide him with access to the Abs After program that was recommended
to him by one of our coaches, *** (Ticket #***)He was provided with Access to the alternate program (Screenshot #1) Mr*** did in fact contact us via phone on March 28th and left a voice message due to it being outside of our office hoursHe was called back by one of our Customer Service associates and informed that his monthly subscription had been cancelled and was asked to contact us if he in fact wanted to refund anything(Screenshot #2) We first want to apologize in the huge delay in responding back to Mr*** as it is our internal policy that tickets and voicemails be responded to within hours and Mr***’s voicemail wasn’t responded to until days later Secondly, we do understand that our Customer Service team should have done their due diligence in determining whether a refund was being requested by having another agent listen to the voice message left by Mr***All agents involved have since been trained and given notice of the proper protocol to follow in regards to responding to voicemails and providing the necessary action that is being requested by customersOur records do show that Mr*** did file a Chargeback with his bank regarding his original transaction and therefore we are not able to issue a refund for the initial order(Screenshot #3) If Mr*** would like to contact me directly to discuss this ***er and his refund he is more than welcome to *** *** *** ***
Mr*** did attempt to contact our Customer Service department via phone on 10/27/at 7:02pm CST and did speak with our Customer Service Manager regarding his request for a refund.
Our records show that an attempt to refund on 10/27/produced an error in our system which is why
Mr*** was told that a Refund Check would be mailed
While his Name and Shipping Information were given to our HR Department to produce a check it was somehow misplaced and we show that the Mr***'s Refund Check never made it out.
I was able to process the Refund through our system today, 11/14/14, and I show that it did go through.
The refund will take between 7-business days to reflect on his account.
Attached is a screenshot of the transactions, including the refund that was processed and the Gateway ID that can be supplied to Mr***'s bank in order to expedite his refund.
Our sincerest apologies to Mr*** for his negative experience with our company.
If at any time he has questions he can contact our Quality Assurance Manager directly, and she will gladly assist him.
(*** *** - *** *** *** / *** / cell: ***)
The customer originally purchased our product on 10/29/2013. I do show that he emailed us on 12/24/13 wanting to cancel any further charges on his account. We are showing the agent that took over the email ticket had just closed it and not responded to the customer by accident. After that we do show...
that the customer had called on 1/29/13 and left a message about canceling and a refund. The agent on this day made sure to cancel any further charges on his account and let him know that he needed to send us an email in regards to his refund request. We did not here back from him until 2/10/13. The customer was then given the address to ship his product back to us, and was told that once he had a tracking number to email us back with the information and that we would then process his refund. We never received an email back stating that he did indeed ship the product back and supply us with the tracking number.
We were able to refund 2 of the charges back to his account, and the other 2 will need to be processed through paypal. The reason for this is because the charges are older than 120 days. If the customer will supply us with the email address that is attached to his paypal account we can go ahead and refund the remainder of the money that way.
Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have received the product they delivered on Feb 8th, 2014, I am living in a rental property and the concierge received it for me there I did not have the chance to reject it, now the product is in my hand.
One last question for the merchant, Do I need to return this product or not?
Thanks.
Regards,
[redacted]
The customer contacted our company on 7/1. He talked to [redacted] one of our coaches. They discussed that the original program that he purchased as digital access only and didn't come with DVD's (I listened to the recorded call). The customer agreed that he wanted a 20 pack of Afterburn Fuel sent to...
him. The amount which was $1487.09, was brought up 2 times in the conversation, in which the customer agreed to the amount 2 times. He then tried contacting [redacted] times through email. The customer stated thet the charge was not authorized and he wanted his money back. Unfortunately [redacted] never responded to the customer. The customer then emailed our customer service department stating that he had an unauthorized charge in the amount of $1487.09 and that he was expecting DVD's with the program that he purchased. There has been recent correspondence back and forth with our customer service department, in which they will be giving the customer a full refund. Thank You.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer purchased the SixPack Shortcuts Program from us
on 4/14. This came with a 14 day trial of advanced fitness coaching. The
customer would have to contact us in order to cancel the trial, and not be
charges $67.00 on a monthly basis. We do show that a charge occurred...
on 4/28
for $67.00, and again on 5/28 for $67.00 (this charge has already been voided
in our system). The first and only contact that we received from the customer
is an email on 5/28, in which they stated that they were unable to reset their
password and he was trying to cancel his account. One of our agents responded
about 4 hours later, and let him know that he had reset his password and had
voided the $67.00 charge on 5/28. I have went ahead and fully refunded
the customer’s account, and canceled his membership with us.
Thank You.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your attention to this matter. I have sent copies of all e-mail documents from me and that awful company to my Credit card company and they have returned my funds . I hope that will be the end of my complaint. I thank you very much for caring about the little guys like me who have no where to go when we are up against much larger and greedy companies.
[redacted]
Mr. [redacted] made an online purchase on April 13, 2014 for our Sixpack Shortcuts workout program and a "2+1 Afterburn Fuel Bundle". When an online purchase for the Sixpack Shortcuts Program is made, our customers will be directed to a secondary page that offers our new program members the...
option of taking advantage of special pricing for our Afterburn Fuel Pre-Workout Supplement. Our customers have the ability to opt out of this by clicking the "No Thanks Paragraph" below the offer. Mr. [redacted] is claiming that he did not order the additional supplement, but a receipt page displaying the details of the order along with login information for our member site is the final page that all of our online customers view. This page would have immediately shown Mr. [redacted] that he had in fact purchased the Afterburn Fuel supplement as the final/receipt page shows a line item breakdown.Mr. [redacted] was also emailed by our Fulfillment Center an email with tracking information for his Afterburn Fuel Supplement.The first actual contact that was made between Mr. [redacted] and Mike Chang Fitness was via email to our [redacted]@[redacted].com address on November 17, 2014, 7 Months after the original purchase. The email that Mr. [redacted] sent on 11/17/14 was checking on the request that he stated had been sent in June 2014. It seems that Mr. [redacted] sent an email on June 30, 2014 to the wrong email address. Instead of sending in his request to[redacted]@[redacted].com, he sent his email to "[redacted]@[redacted].com". The missing "s" in the email is why we never received his original request. Mr. [redacted]' June 30, 2014 email was still past our 60 Day Money Back Guarantee Period that is clearly stated in the Terms of Conditions.Had Mr. [redacted] contacted us by June 13, 2014 we would have definitely given him a No Hassle, No Questions asked Refund for the Afterburn Fuel Supplement,per our Terms & Conditions. Please let me know if there is anything else that we can do regarding this matter.
We do show that the customer originally purchased the SixPack Shortcuts program and the Done for you diet on 6/23/2014. He was then contact by one of our coaches [redacted] the following day. We do not show that the charge for the addional DVD set ever went through. We also do not show that the original...
order was ever refunded like the coach stated he was going to do, in order for them to recharge him with the DVD set included. There should have been no reason as to why he didn't have access to the site. We do apologize for the inconvenience this has caused, and would be more than happy to refund all of your funds back to you, and send you out a complimentary set of SixPack Shortcuts DVD's. We will also be going over this complaint with [redacted] (the coach). Thank You.
On Thu, Mar 13, 2014 at 5:48 PM,
I am responding in response to this Revdex.com claim against us. We show that the customer emailed our company on Feb. 4th, 2014 about a charge on her account in the amount of $81.35. The customer was responded to on Feb. 5th, 2014 by one of our customer...
service agents. It was explained to the customer that when they signed for the Afterburn Fuel that it comes with a 30 trial period, and if not canceled, then they would be charged a total of $81.35 on a monthly basis for an additional month of the Afterburn Fuel until it has been canceled. The customer stated that the transaction had disappeared, and asked to have the monthly rebill canceled so there wouldn't be anymore charges. The agent canceled the monthly program for the customer. We received another email from the customer on Feb. 6th, 2014. They stated that there were now showing the charge of $81.35 on there credit card now. It was again explained to the customer the reason for the charge. The customer stated that they did not want the charge or the additional product. Since the product had already been shipped out on Feb. 5th, 2014, the customer was asked to return or refuse the product and to let us know when that was done via email, so we could issue the refund. The customer stated that they would return the product when they got it as long as we paid for shipping. Our agent explained to them as long as they refused the package when they got it, they wouldn't have to pay for shipping. We did not here from the customer after that, and in our system it shows that the product was delivered on Feb. 8th, 2014.
I also wanted to mention that I have issued a full refund to the customer's account. They are not required to send any product back for the inconvenience. They should see the credits within the next couple of days.
On 7/1/2014, our records indicate that Mr. [redacted] submitted a web order for our Afterburn Fuel Sample Packs for $4.95. When submitting his online order he had to agree to the Terms & Conditions which state that the customer will be setup to receive a full bottle of Afterburn Fuel after 14 days...
of purchase and will receive a new bottle each month thereafter, for 5 months or until the customer cancels.As per email and phone discussions that our Customer Service Manager, [redacted], had with Mr. [redacted]'s daughter, [redacted], we have processed the requested and agreed upon refund via PayPal today, 1/15/2015, in the amount of $162.70 USD.On a side note, Mr. [redacted] stated that he did not authorize and/or give permission for any of the charges, including the $4.95 initial online purchase. Upon thorough investigation of this complaint, it was found that the email address supplied upon purchase is for a [redacted] and the phone number we have on file does not match the one that Mr. [redacted] supplied to the Revdex.com or the alternate phone number supplied via email to our Customer Service Department (###-###-####). It is possible that this [redacted] is the individual who placed the initial online order and would explain why Mr. [redacted] was not aware of the purchase. If there are any questions, the customer or his daughter may contact me directly. [redacted] | Mike Chang Fitness LLC[redacted] | [redacted] Tel: ###-###-#### |[redacted]@mikechangfitness.com
The customer, [redacted], made an online purchase for our SixPack Shortcuts program, our Done for you Diet Nutrition Guide, and 3 bottles of our Pre-Workout Supplement, Afterburn Fuel, on Thursday, September 11, 2014.
The customer was contacted on that same day by one of our...
coaches, [redacted], who sold the Mr. [redacted] an additional bottle of Afterburn Fuel as well as our Insane Home Fat Loss workout program for $211.90.The sales call was listened to and authorization to charge the additional amount to the credit card we had on file for Mr. [redacted] for the additional program and supplement was obtained by the sales person.
Mr. [redacted] did attempt to contact our Customer Service department via email on Friday, September 12, 2014 but the email that was used was incorrect ([redacted].com) and, therefore, we did not receive his initial email requesting an explanation of his purchases.
Our Quality Assurance Department was able to find additional emails sent by Mr. [redacted] directly to one of our Sales Coaches via Gmail in which Mr. [redacted] stated his disappointment in the programs being online and his request for a refund.
Mr. [redacted] was Issued a Full Refund for both of these orders, totaling $494.75, on 9/17/14. Attached are screenshots of the refunds issued.
We have also sent Mr. [redacted] a DVD set for our Insane Home Fat Loss workout program, which does not require any equipment, and which will suit his needs much more effectively than the online program he had originally intended to start but which required equipment that he did not have.Our sincerest apologies to Mr. [redacted] for his negative experience with our company. If at any time he has questions regarding fitness/nutrition, he can contact our [redacted] directly, and she will gladly assist him.
([redacted] - [redacted] / [redacted]@mikechangfitness.com)
Hi there [redacted]! Below is the response to this complaint. Should I respond via the Revdex.com site as well?? Let me know if you need anything else. [redacted] purchased the Abs After 40 Digital Program on March...
5, 2016. The Abs After 40 Program comes with a 14 day Free Trial of the Abs After 40 Nutrition System. If the trial/subscription for the Nutrition System isn't cancelled within 14 days, the $67 fee will be charged for the next three months until the customer cancels. This is per the Terms and Conditions that had to be Read and Checked Off prior/in order to complete the purchase. A copy of the Abs After 40 Terms and Conditions is attached. 14 Days after the original purchase, the $67 subscription fee was charged to Mr. [redacted]'s card on file, as per the terms and conditions. This is more than likely the charge that Mr. [redacted] is referring to as the "Two weeks later, that purchase was transacted without my consent, credit card was debited." Our records indicate that one of our customer service agents called Mr. [redacted] back on 3/21/16 per a voice message that had been left requesting to cancel/refund the Abs After 40 Nutrition System. The $67 Abs After 40 Nutrition System charge was refunded on 3/21/16 (screenshot of processed refund attached). The refund for the Abs After 40 Program was processed on 3/25/16 per an email request that was received by us from the customer (Screenshot Attached). All Charges have been refunded as per the customer's original request. Please let us know if any additional information is needed. [redacted]
First, and foremost, our sincerest apologies for the negative experience that Mr*** had in obtaining the assistance required to process his request in a timely fashion.
The customer, John ***, made an online purchase for our Pre-Workout Supplement, Afterburn Fuel, on
March 26, at 8:57pm.
We were able to locate of the attempts to cancel that Mr*** referred to. On July 31, 2014, *** *** did, in fact, receive the email that Mr*** mentioned regarding Canceling his Subscription Mr*** forwarded that Request to our *** *** ***We cannot determine why that request was not fulfilled to Mr***'s satisfaction as the *** *** *** in question is no longer with the company.
We have issued a refund to Mr*** in the amount of $for the Afterburn Fuel that was shipped out on 6/24/and 7/24/
In order to Refund Mr*** for his Initial Afterburn Purchase in the amount of $(processed on 3/26/14), as well as the 2nd bottle of Afterburn Fuel that was processed on 4/25/for the same amount ($81.35), we will need an Email tied to a PayPal Account or his account number so that we can wire those amounts directly to Mr***The reason we have to process the refund for those in that manner is because those two transactions are over Days old and our system will not allow us to process a refund
Mr*** can contact me directly so that we may process these additional refunds immediately. I will be in the office until 7pm (CST) today, 10/1/14, and 9am - 6pm (CST) for the remainder of the week
*** ***
*** *** ***
###-###-####
Had a phone conversation with Mr*** on Wednesday, 10/22/14, and again on Thursday, 10/23/14, in order to obtain clarification on the $he stated he was "shorted" and to determine what we could do on our end to guarantee that a resolution to his satisfaction was obtained.
He informed us that the amount discrepancy was due to a change in the Exchange Rate from the date/time he made the purchase to the date/time that the Full Refunds were issued.
It was discussed and agreed upon that the change in the Exchange Rate was beyond any of our control.
During our conversation on Thursday, 10/23/14, Mr*** stated that he would like to try our Six Pack Sleep supplement rather than have us send a check for the $3.77.
After confirming his shipping address, bottle of our Six Pack Sleep was shipped out this morning, Friday, 10/24/14, and, per his request, Mr*** has been emailed regarding our Resolution, his shipment, and information that he requested regarding the ingredients in our supplement
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will keep using MIKE CHANG FITNESS PROGRAMI would like them to call me though and help me outThank you Revdex.com and MCF for taking this matter seriously and professionally.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The customer did indeed purchase a workout program from us on 2/8/Mr*** stated that he was unable to received any contact back from us in any formWe do not show any recent calls from him in our systemThe last time he called our company was on 5/19/We do however show that he has
emailed in recently on occasions, in which we responded on each occasionPlease see the attached screenshotsOne of which show Mr*** actually acknowledging one of them***, who is the customer service manager tried to call Mr*** times on 8/24/16, with no luck of speaking with him*** also responded again via email again on 8/24/16, since he could not reach Mr*** by phone.Mr*** emailed in on 8/17/@ 10:am. We responded on 8/17/@ 11:am
Mr*** emailed in again on 8/18/@ 10:am. We responded to that email on 8/18/@ 12:pm
Mr*** emailed in for the 3rd time on 8/22/@ 1:pmWe responded on 8/22/@ 1:pmMr *** then replied to that email on 8/22/@ 8:pm, letting us know that he was able to access the programs online*** Quick CS Manager attempted phone calls to Mr*** on 8/24/16, with no contact*** then sent an additional email to Mr*** on 8/24/@ 11:am
If Mr*** would like he can go ahead and contact us again, and we will unlock a free workout program of his choice for the inconvenienceThank you
Complaint: ***
I am rejecting this response because:
Thanks for the reply. I received your E-Mail on Sept22.....and replied on Sept23. The only real dispute, according to My M/C statement, which I had received since, I was shorted $3.77......probably because of the Exchange Rate. Not a lot of money....but, in effect I bought nothing. I just wasted a lot of time and suffered a lot of frustration. Maybe the DVD's that I might never receive, will be worth a few dollars (I say never receive....because, as I said previously....I did not receive that package.....'least not yet)Perhaps they want to, or are willing to, compensate Me some other way......and lay the case to rest. I do not want to label them as bad people....that I just like U and I. The M.Ojust didn't seem to fit..... Hope this helps. (They can contact Me direct if they wish....and phone would be better...but, Weather being quite nice....I am spending time outside, working. And, I do not have a Cell Phone.....told them that already.....never had had one)
Like I said....that is not a lot of Money. But then, depends on how U look at it....I didn't buy anything....I just inherited a lot of grief, and a lot of time was wasted with the mess. And, I had mentioned in My E-Mail, they can just send Me something....or just stick the amount back on MasterCard. It will still likely not jive....with the constant fluctuation in the Exchange Rates.....so....if I have to "eat" a few cents, so be it. Apparently.....(according to a previous message from them to U to Me), they sent some DVD's this way.....don't know what value they might be, and hopefully no charge cuz I did not order them, but.....to date, nothing was received. So, overall, not a big deal.....but not hard to fix either. Hope this helpsLet's do it. Please let Me know how they want to handle it.....just so I don't have to bug U again
Regards,
*** ***
Mr*** did purchase the Sixpack Shortcuts program on March 23, and did contact us via email that same day informing us that he could not do the workouts in that program due to a medical condition and asked that we provide him with access to the Abs After program that was recommended
to him by one of our coaches, *** (Ticket #***)He was provided with Access to the alternate program (Screenshot #1) Mr*** did in fact contact us via phone on March 28th and left a voice message due to it being outside of our office hoursHe was called back by one of our Customer Service associates and informed that his monthly subscription had been cancelled and was asked to contact us if he in fact wanted to refund anything(Screenshot #2) We first want to apologize in the huge delay in responding back to Mr*** as it is our internal policy that tickets and voicemails be responded to within hours and Mr***’s voicemail wasn’t responded to until days later Secondly, we do understand that our Customer Service team should have done their due diligence in determining whether a refund was being requested by having another agent listen to the voice message left by Mr***All agents involved have since been trained and given notice of the proper protocol to follow in regards to responding to voicemails and providing the necessary action that is being requested by customersOur records do show that Mr*** did file a Chargeback with his bank regarding his original transaction and therefore we are not able to issue a refund for the initial order(Screenshot #3) If Mr*** would like to contact me directly to discuss this ***er and his refund he is more than welcome to *** *** *** ***
Mr*** did attempt to contact our Customer Service department via phone on 10/27/at 7:02pm CST and did speak with our Customer Service Manager regarding his request for a refund.
Our records show that an attempt to refund on 10/27/produced an error in our system which is why
Mr*** was told that a Refund Check would be mailed
While his Name and Shipping Information were given to our HR Department to produce a check it was somehow misplaced and we show that the Mr***'s Refund Check never made it out.
I was able to process the Refund through our system today, 11/14/14, and I show that it did go through.
The refund will take between 7-business days to reflect on his account.
Attached is a screenshot of the transactions, including the refund that was processed and the Gateway ID that can be supplied to Mr***'s bank in order to expedite his refund.
Our sincerest apologies to Mr*** for his negative experience with our company.
If at any time he has questions he can contact our Quality Assurance Manager directly, and she will gladly assist him.
(*** *** - *** *** *** / *** / cell: ***)
The customer originally purchased our product on 10/29/2013. I do show that he emailed us on 12/24/13 wanting to cancel any further charges on his account. We are showing the agent that took over the email ticket had just closed it and not responded to the customer by accident. After that we do show...
that the customer had called on 1/29/13 and left a message about canceling and a refund. The agent on this day made sure to cancel any further charges on his account and let him know that he needed to send us an email in regards to his refund request. We did not here back from him until 2/10/13. The customer was then given the address to ship his product back to us, and was told that once he had a tracking number to email us back with the information and that we would then process his refund. We never received an email back stating that he did indeed ship the product back and supply us with the tracking number.
We were able to refund 2 of the charges back to his account, and the other 2 will need to be processed through paypal. The reason for this is because the charges are older than 120 days. If the customer will supply us with the email address that is attached to his paypal account we can go ahead and refund the remainder of the money that way.
Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have received the product they delivered on Feb 8th, 2014, I am living in a rental property and the concierge received it for me there I did not have the chance to reject it, now the product is in my hand.
One last question for the merchant, Do I need to return this product or not?
Thanks.
Regards,
[redacted]
The customer contacted our company on 7/1. He talked to [redacted] one of our coaches. They discussed that the original program that he purchased as digital access only and didn't come with DVD's (I listened to the recorded call). The customer agreed that he wanted a 20 pack of Afterburn Fuel sent to...
him. The amount which was $1487.09, was brought up 2 times in the conversation, in which the customer agreed to the amount 2 times. He then tried contacting [redacted] times through email. The customer stated thet the charge was not authorized and he wanted his money back. Unfortunately [redacted] never responded to the customer. The customer then emailed our customer service department stating that he had an unauthorized charge in the amount of $1487.09 and that he was expecting DVD's with the program that he purchased. There has been recent correspondence back and forth with our customer service department, in which they will be giving the customer a full refund. Thank You.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The customer purchased the SixPack Shortcuts Program from us
on 4/14. This came with a 14 day trial of advanced fitness coaching. The
customer would have to contact us in order to cancel the trial, and not be
charges $67.00 on a monthly basis. We do show that a charge occurred...
on 4/28
for $67.00, and again on 5/28 for $67.00 (this charge has already been voided
in our system). The first and only contact that we received from the customer
is an email on 5/28, in which they stated that they were unable to reset their
password and he was trying to cancel his account. One of our agents responded
about 4 hours later, and let him know that he had reset his password and had
voided the $67.00 charge on 5/28. I have went ahead and fully refunded
the customer’s account, and canceled his membership with us.
Thank You.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your attention to this matter. I have sent copies of all e-mail documents from me and that awful company to my Credit card company and they have returned my funds . I hope that will be the end of my complaint. I thank you very much for caring about the little guys like me who have no where to go when we are up against much larger and greedy companies.
[redacted]
Mr. [redacted] made an online purchase on April 13, 2014 for our Sixpack Shortcuts workout program and a "2+1 Afterburn Fuel Bundle". When an online purchase for the Sixpack Shortcuts Program is made, our customers will be directed to a secondary page that offers our new program members the...
option of taking advantage of special pricing for our Afterburn Fuel Pre-Workout Supplement. Our customers have the ability to opt out of this by clicking the "No Thanks Paragraph" below the offer. Mr. [redacted] is claiming that he did not order the additional supplement, but a receipt page displaying the details of the order along with login information for our member site is the final page that all of our online customers view. This page would have immediately shown Mr. [redacted] that he had in fact purchased the Afterburn Fuel supplement as the final/receipt page shows a line item breakdown.Mr. [redacted] was also emailed by our Fulfillment Center an email with tracking information for his Afterburn Fuel Supplement.The first actual contact that was made between Mr. [redacted] and Mike Chang Fitness was via email to our [redacted]@[redacted].com address on November 17, 2014, 7 Months after the original purchase. The email that Mr. [redacted] sent on 11/17/14 was checking on the request that he stated had been sent in June 2014. It seems that Mr. [redacted] sent an email on June 30, 2014 to the wrong email address. Instead of sending in his request to[redacted]@[redacted].com, he sent his email to "[redacted]@[redacted].com". The missing "s" in the email is why we never received his original request. Mr. [redacted]' June 30, 2014 email was still past our 60 Day Money Back Guarantee Period that is clearly stated in the Terms of Conditions.Had Mr. [redacted] contacted us by June 13, 2014 we would have definitely given him a No Hassle, No Questions asked Refund for the Afterburn Fuel Supplement,per our Terms & Conditions. Please let me know if there is anything else that we can do regarding this matter.
We do show that the customer originally purchased the SixPack Shortcuts program and the Done for you diet on 6/23/2014. He was then contact by one of our coaches [redacted] the following day. We do not show that the charge for the addional DVD set ever went through. We also do not show that the original...
order was ever refunded like the coach stated he was going to do, in order for them to recharge him with the DVD set included. There should have been no reason as to why he didn't have access to the site. We do apologize for the inconvenience this has caused, and would be more than happy to refund all of your funds back to you, and send you out a complimentary set of SixPack Shortcuts DVD's. We will also be going over this complaint with [redacted] (the coach). Thank You.
On Thu, Mar 13, 2014 at 5:48 PM,
I am responding in response to this Revdex.com claim against us. We show that the customer emailed our company on Feb. 4th, 2014 about a charge on her account in the amount of $81.35. The customer was responded to on Feb. 5th, 2014 by one of our customer...
service agents. It was explained to the customer that when they signed for the Afterburn Fuel that it comes with a 30 trial period, and if not canceled, then they would be charged a total of $81.35 on a monthly basis for an additional month of the Afterburn Fuel until it has been canceled. The customer stated that the transaction had disappeared, and asked to have the monthly rebill canceled so there wouldn't be anymore charges. The agent canceled the monthly program for the customer. We received another email from the customer on Feb. 6th, 2014. They stated that there were now showing the charge of $81.35 on there credit card now. It was again explained to the customer the reason for the charge. The customer stated that they did not want the charge or the additional product. Since the product had already been shipped out on Feb. 5th, 2014, the customer was asked to return or refuse the product and to let us know when that was done via email, so we could issue the refund. The customer stated that they would return the product when they got it as long as we paid for shipping. Our agent explained to them as long as they refused the package when they got it, they wouldn't have to pay for shipping. We did not here from the customer after that, and in our system it shows that the product was delivered on Feb. 8th, 2014.
I also wanted to mention that I have issued a full refund to the customer's account. They are not required to send any product back for the inconvenience. They should see the credits within the next couple of days.
On 7/1/2014, our records indicate that Mr. [redacted] submitted a web order for our Afterburn Fuel Sample Packs for $4.95. When submitting his online order he had to agree to the Terms & Conditions which state that the customer will be setup to receive a full bottle of Afterburn Fuel after 14 days...
of purchase and will receive a new bottle each month thereafter, for 5 months or until the customer cancels.As per email and phone discussions that our Customer Service Manager, [redacted], had with Mr. [redacted]'s daughter, [redacted], we have processed the requested and agreed upon refund via PayPal today, 1/15/2015, in the amount of $162.70 USD.On a side note, Mr. [redacted] stated that he did not authorize and/or give permission for any of the charges, including the $4.95 initial online purchase. Upon thorough investigation of this complaint, it was found that the email address supplied upon purchase is for a [redacted] and the phone number we have on file does not match the one that Mr. [redacted] supplied to the Revdex.com or the alternate phone number supplied via email to our Customer Service Department (###-###-####). It is possible that this [redacted] is the individual who placed the initial online order and would explain why Mr. [redacted] was not aware of the purchase. If there are any questions, the customer or his daughter may contact me directly. [redacted] | Mike Chang Fitness LLC[redacted] | [redacted] Tel: ###-###-#### |[redacted]@mikechangfitness.com
The customer, [redacted], made an online purchase for our SixPack Shortcuts program, our Done for you Diet Nutrition Guide, and 3 bottles of our Pre-Workout Supplement, Afterburn Fuel, on Thursday, September 11, 2014.
The customer was contacted on that same day by one of our...
coaches, [redacted], who sold the Mr. [redacted] an additional bottle of Afterburn Fuel as well as our Insane Home Fat Loss workout program for $211.90.The sales call was listened to and authorization to charge the additional amount to the credit card we had on file for Mr. [redacted] for the additional program and supplement was obtained by the sales person.
Mr. [redacted] did attempt to contact our Customer Service department via email on Friday, September 12, 2014 but the email that was used was incorrect ([redacted].com) and, therefore, we did not receive his initial email requesting an explanation of his purchases.
Our Quality Assurance Department was able to find additional emails sent by Mr. [redacted] directly to one of our Sales Coaches via Gmail in which Mr. [redacted] stated his disappointment in the programs being online and his request for a refund.
Mr. [redacted] was Issued a Full Refund for both of these orders, totaling $494.75, on 9/17/14. Attached are screenshots of the refunds issued.
We have also sent Mr. [redacted] a DVD set for our Insane Home Fat Loss workout program, which does not require any equipment, and which will suit his needs much more effectively than the online program he had originally intended to start but which required equipment that he did not have.Our sincerest apologies to Mr. [redacted] for his negative experience with our company. If at any time he has questions regarding fitness/nutrition, he can contact our [redacted] directly, and she will gladly assist him.
([redacted] - [redacted] / [redacted]@mikechangfitness.com)
Hi there [redacted]! Below is the response to this complaint. Should I respond via the Revdex.com site as well?? Let me know if you need anything else. [redacted] purchased the Abs After 40 Digital Program on March...
5, 2016. The Abs After 40 Program comes with a 14 day Free Trial of the Abs After 40 Nutrition System. If the trial/subscription for the Nutrition System isn't cancelled within 14 days, the $67 fee will be charged for the next three months until the customer cancels. This is per the Terms and Conditions that had to be Read and Checked Off prior/in order to complete the purchase. A copy of the Abs After 40 Terms and Conditions is attached. 14 Days after the original purchase, the $67 subscription fee was charged to Mr. [redacted]'s card on file, as per the terms and conditions. This is more than likely the charge that Mr. [redacted] is referring to as the "Two weeks later, that purchase was transacted without my consent, credit card was debited." Our records indicate that one of our customer service agents called Mr. [redacted] back on 3/21/16 per a voice message that had been left requesting to cancel/refund the Abs After 40 Nutrition System. The $67 Abs After 40 Nutrition System charge was refunded on 3/21/16 (screenshot of processed refund attached). The refund for the Abs After 40 Program was processed on 3/25/16 per an email request that was received by us from the customer (Screenshot Attached). All Charges have been refunded as per the customer's original request. Please let us know if any additional information is needed. [redacted]