We received an email from customer [redacted] on Sept 9th the customer requested to cancel their subscription, but then sent an additional response to hold off until he had spoken with [redacted] (his fitness coach)We did not receive another email from him into customer support until 11/12/Customer was then refunded for both charges that were within the day money back guarantee period, on 11/14/2016, and sent a confirmation email letting him know that the most recent charges had been refunded ($for 10/9/16, and $for 11/8/16)The customer has not been charged after the most recent charge of 11/8/16.We would be willing to refund $x =$for charges on 8/10/and 9/9/for the inconvenience and miscommunicationIn order for those amounts to be refunded the customer would need to email us with a Paypal account emailThis is the only way to refund these additional amounts since they are outside the timeframe for our system to let us process the refundWe really do apologize for the inconvenience
On September 24, 2014, Mr [redacted] ordered our SixPack Shortcuts digital workout program along with one bottle of our SixPack Sleep supplement from our Phone Coach, [redacted] On October 13, 2014, Mr [redacted] emailed in requesting the instructions on returning his product due to health issuesHe was provided with the instructions on how to return the supplement that same dayThe information needed by our Refund Specialist in order to process a refund for supplements shipped are the tracking number and the service used to return the supplementWhile Mr [redacted] did supply this information to us, the tracking number that he supplied was missing number, which is why it would consistently turn up as "Your search did not match any documents" and/or "Not Found"From the moment we received the tracking number from Mr [redacted] , there was a failure on our end to do our due diligence in quickly identifying the reason why the tracking number wasn't workingHad we done so there would not have been months worth of back and forth correspondence needed and the frustration that Mr [redacted] felt in attempting to obtain his refund would have been avoidedWe would like to provide Mr [redacted] with his requested refund, but since it is past the Day Money Back Guarantee period, the refund will have to be issued via PayPal.I attempted to contact Mr [redacted] on 7/2/at 5pm in order to obtain his PayPal information and/or to assist him in setting up a PayPal account so that we can refund his order of $but he was not available and a voice message was leftIf Mr [redacted] could contact me at ###-###-#### at his earliest convenience I can guarantee that his requested refund is promptly processed [redacted] [redacted]
We do show that the customer [redacted] has made contact with our company several timesThe majority of the calls were to get in contact with his coach [redacted] who signed him up for his programsThe customer did call on 6/asking about the charge for $on 6/in which it was explained to him the monthly charge that comes with the program he purchased (Terms and Conditions Attached)During the call on 6/22, he did not ask to cancel or for a refundThe customer did not mention anything about canceling/refunding until 8/25/when he called in to our customer service lineAt that time the customer was outside of his day Money Back Guarantee for his first charges on 5/22/for $178.95, and on 6/21/for $67.00, which were not refunded because of thisHe was refunded for the charges that were within his Day Money Back GuaranteeWe also show that Mr [redacted] on 7/31/went onto the Members Site and downloaded all of the content that was available to him (files total)We do apologize, and we would have canceled and refunded the customer earlier if he had requested it within his daysHe currently has access to all of the material, as he has downloaded the information to his computer.5/23/17: Customer called in because he missed a call from his coach ***5/23/17: [redacted] then called different times - Notes do not indicate he spoke with the customer5/25/17: Customer called in wanting to talk to ***5/25/17: Customer called in looking for [redacted] again5/25/17: [redacted] called and spoke with the Customer5/26/17: Customer called again asking for coach to send info to member's site login infoCS Rep sent login info and [redacted] sent login info as well.6/22/17: Customer called and spoke with CS rep and was informed about Test Max Nutrition and explained the charge and sent info.8/25/17: Customer called and spoke with another CS rep complaining that he canceled the TMN Monthly8/25/17: Customer called and spoke with another CS rep asking for a refundThey refunded the charges that were within our Day Money Back Guarantee ($134.00)
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:amMr*** emailed in again on 8/18/@ 10:am. We responded to that email on 8/18/@ 12:pmMr*** 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:amIf 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
On 7/16/15, *** *** purchased the Sixpack Shortcuts (SPS) program with the free Done for you Diet nutrition plan for $onlineHe received a call later that day from one of our coaches who spoke to Luke about combining our other programs, Insane Home Fat Loss, Muscle Building Vault, and
Monster Mass, with his SPS program to get his desired results fasterLuke agreed to the additional programs for the additional charge but the order was declined. Luke emailed in to our Customer Service Department on 7/16/seeking to obtain a refund as he was under the impression that he would be receiving DVDsOur Customer Service Manager informed him that as a courtesy for the misunderstanding we could send DVDs at no additional chargeLuke stated "If you send me DVDs you can keep my moneyI still want to get in shape." Luke's mother emailed on 7/24/requesting that the $be refunded immediately and that the Advanced Fitness Coaching free trial be cancelledThe Refund was processed on 7/24/for $and the AFC trial was also cancelledAttached is a screenshot of the processed refund. Please don't hesitate to contact me if you have any questions
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,
*** ***
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,
*** ***
We show that Mr*** purchase our Abs After program on 1/4/With that program, it automatically comes with a day free trial period of the Abs After *** ***In order to continue with the order, the customer would of had to check the box that stated that they understand that
there is a monthly charge for the *** *** if not canceled by the end of the trial periodI have attached a screenshot of what is on the ordering page for that specific program purchasedI do not show any emails from Mr*** in our system, asking us to cancel the trial in order for him not be chargedThis is why the system tried charging hi for the additional Nutrition informationWe do show that the charge for $on 1/18/has been declined on our side, so the charge never went throughI have made sure that any further charges, or charge attempts have been canceled in the systemThe best and most efficient way to get ahold of the customer service team is to email them at ***@***.com if you need further assistanceThank You
Hi there ***! 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. *** *** purchased the Abs After Digital Program on March 5, 2016. The Abs After Program comes with a
day Free Trial of the Abs After Nutrition SystemIf the trial/subscription for the Nutrition System isn't cancelled within days, the $fee will be charged for the next three months until the customer cancelsThis is per the Terms and Conditions that had to be Read and Checked Off prior/in order to complete the purchaseA copy of the Abs After Terms and Conditions is attached. Days after the original purchase, the $subscription fee was charged to Mr***'s card on file, as per the terms and conditions. This is more than likely the charge that Mr*** 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*** back on 3/21/per a voice message that had been left requesting to cancel/refund the Abs After Nutrition SystemThe $Abs After Nutrition System charge was refunded on 3/21/(screenshot of processed refund attached). The refund for the Abs After Program was processed on 3/25/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. *** ***
We show that customer's original order with our company was on 4/16/for $97.00, which that came a $recurring charge if not cancelledadditional charges had been added to his account for $each on 4/30/and 5/The customer had then made another large purchase of supplements from
one of our sales coaches on 5/11/in the amount of $1,The customer had then requested a refund for everything on 6/4/He was told that he needed to send back the product, and supply to us the information of the shipmentWe show that the customer refused our package on 6/15/He was informed by our refund specialist that once the items arrived back to our warehouse, they would be refundedUntil now, we are still not showing that the package has been delivered back to our warehouse.We had still refunded the customer in the amount of $1,on 7/12/16, even though our policy is that we have to first receive the product back in order to process the refundWe were able to refund of the rebills for $and we also refunded him the shipping cost of $145.00, which is usually not refundable per our termsWe felt as though for the inconvenience that we would give him back the money for the shipping costThere are charges that are currently on his account that we could not refund due to them being to old, and our system will not allow itThe only other option to pay back those additional $97.00, and $charges would be for Mr** to give us his *** information, which was stated to him in an email on 9/7/16, we have not heard anything back from himOnce he supplies us with this information, than we will go ahead and refund the rest of what he had purchased with us, which is $164.00.Mr** also was emailing in from his secretary's email address and name, this is why there was so much confusion, and why the agent had to ask repeatedly for the information attached to the customer's accountAlso instead of responding to the same ticket/email, the customer would start a new ticket each time, resulting in total tickets for this issue.We would like to apologize for the inconvenience in this matterLike I have stated above, once we get the *** information for Mr**, we can have him paid back in full for all purchases with us amounting to $This included the $shipping charge (this is usually non-refundable) that we have refunded back to the customer already
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 *** *** *** ***
The customer was sent Return Instructions on November 7th, explaining what we needed in regards to the refund he was requesting.He replied stating that his products were to return on Friday, but never gave us the appropriate tracking information as requested in the email sent on 11/7/He was
responded to and asked if he had given us the necessary info but he declined to answer and stated that he needed his refund. We had the warehouse check through returns and they did find his returned package which was then input in the system on 11/15/16. The customer needed to provide us with tracking info for the package so we could verify the return, but in not doing so we would have to wait until the products are received, and then issue the refundBy not doing so, it puts a delay in processing refunds.Since the products have returned, we have gone ahead and issue the refund he requested in the amount of $on 11/18/16.Attached is the email sent to the customer with the information that was being requested in order to process his refund in the most efficient manner possible
On September 24, 2014, Mr. [redacted] ordered our SixPack Shortcuts digital workout program along with one bottle of our SixPack Sleep supplement from our Phone Coach, [redacted]. On October 13, 2014, Mr. [redacted] emailed in requesting the instructions on returning his product due to health...
issues. He was provided with the instructions on how to return the supplement that same day. The information needed by our Refund Specialist in order to process a refund for supplements shipped are the tracking number and the service used to return the supplement. While Mr. [redacted] did supply this information to us, the tracking number that he supplied was missing 1 number, which is why it would consistently turn up as "Your search did not match any documents" and/or "Not Found". From the moment we received the tracking number from Mr. [redacted], there was a failure on our end to do our due diligence in quickly identifying the reason why the tracking number wasn't working. Had we done so there would not have been months worth of back and forth correspondence needed and the frustration that Mr. [redacted] felt in attempting to obtain his refund would have been avoided. We would like to provide Mr. [redacted] with his requested refund, but since it is past the 60 Day Money Back Guarantee period, the refund will have to be issued via PayPal.I attempted to contact Mr. [redacted] on 7/2/15 at 5pm in order to obtain his PayPal information and/or to assist him in setting up a PayPal account so that we can refund his order of $184.90 but he was not available and a voice message was left. If Mr. [redacted] could contact me at ###-###-#### at his earliest convenience I can guarantee that his requested refund is promptly processed. [redacted] [redacted]
We received an email from customer [redacted] on Sept 9th the customer requested to cancel their subscription, but then sent an additional response to hold off until he had spoken with [redacted] (his fitness coach). We did not receive another email from him into customer support until...
11/12/16. Customer was then refunded for both charges that were within the 60 day money back guarantee period, on 11/14/2016, and sent a confirmation email letting him know that the 2 most recent charges had been refunded ($67 for 10/9/16, and $67 for 11/8/16). The customer has not been charged after the most recent charge of 11/8/16.We would be willing to refund $67 x 2 =$134.00 for charges on 8/10/16 and 9/9/16 for the inconvenience and miscommunication. In order for those amounts to be refunded the customer would need to email us with a Paypal account email. This is the only way to refund these additional amounts since they are outside the timeframe for our system to let us process the refund. We really do apologize for the inconvenience.
We do understand that there could be some confusion. We have had several wonderful trainers that have contributed and in our eyes founded/built specific programs and have helped grow the company. [redacted] has been with the company for years behind the scenes working along side [redacted]. It was...
just until last year, that he started filming and making workout videos to share. Each company/product name is geared toward a specific group of individuals based on their goals as we understand that someone who is 25, has different goals than a 60 year old. Some want to lose fat, and others want to build muscle. I can assure you that we are not a scam, and over the course of 7 years, we have helped thousands of people reach their fitness goals.
We show that Mr. [redacted] placed an online order for the Abs After 40 workout program with our company on 9/18/16. That program includes a 14 day free trial of the Abs After 40 Nutrition system. The Terms and Conditions are stated on the checkout page, and customer's have to check the box stating...
that they understand before they can proceed any further to purchase the product. I have copied and pasted what is listed on the checkout page below, and I have also attached a screenshot of what it looks like on the checkout page that Mr. [redacted] purchased from. I do show that Mr. [redacted] emailed us on 10/3/16 asking for a refund, in which we have fully given to him. The total amount refunded was $164.00. I understand that I'll also get a 14 day membership to Abs Over 40 Advanced Nutrition Program included with my order. I understand that if I do not want to be charged for the Nutrition Program, I just have to cancel within 14 days by emailing you at [email protected]. If do not cancel my membership within 14 days, I understand that I'll keep getting the newest videos each week, and that I'll be billed just $67/month for the next 6 months.
We do show that the customer [redacted] has made contact with our company several times. The majority of the calls were to get in contact with his coach [redacted] who signed him up for his programs. The customer did call on 6/22 asking about the charge for $67.00 on 6/21 in which it was explained to...
him the monthly charge that comes with the program he purchased (Terms and Conditions Attached). During the call on 6/22, he did not ask to cancel or for a refund. The customer did not mention anything about canceling/refunding until 8/25/17 when he called in to our customer service line. At that time the customer was outside of his 60 day Money Back Guarantee for his first 2 charges on 5/22/17 for $178.95, and on 6/21/17 for $67.00, which were not refunded because of this. He was refunded for the 2 charges that were within his 60 Day Money Back Guarantee. We also show that Mr. [redacted] on 7/31/17 went onto the Members Site and downloaded all of the content that was available to him (54 files total). We do apologize, and we would have canceled and refunded the customer earlier if he had requested it within his 60 days. He currently has access to all of the material, as he has downloaded the information to his computer.5/23/17: Customer called in because he missed a call from his coach [redacted]5/23/17: [redacted] then called 2 different times - Notes do not indicate he spoke with the customer5/25/17: Customer called in wanting to talk to [redacted]5/25/17: Customer called in looking for [redacted] again5/25/17: [redacted] called and spoke with the Customer5/26/17: Customer called again asking for coach to send info to member's site login info. CS Rep sent login info and [redacted] sent login info as well.6/22/17: Customer called and spoke with CS rep and was informed about Test Max Nutrition and explained the charge and sent info.8/25/17: Customer called and spoke with another CS rep complaining that he canceled the TMN Monthly8/25/17: Customer called and spoke with another CS rep asking for a refund. They refunded the 2 charges that were within our 60 Day Money Back Guarantee ($134.00)
Mr. [redacted] purchased the Abs After 40 program on Sunday, February 7, 2016. He did call and speak to one of our Customer Service Representatives on Monday, February 8, 2016 at 3:36pm CST and the Agent Emailed Mr. [redacted] a Recap of their phone conversation (attached). The Agent sent Mr. [redacted]’s...
information and request to our Refund Specialist at 3:51pm CST on 2/8/16. Orders that are placed during the weekend are immediately sent to our Fulfillment Center 1st thing Monday morning. Upon checking the status of the supplement portion of Mr. [redacted]’s order with our Fulfillment Center and realizing that the order had already been processed/shipped, our Refund Specialist emailed Mr. [redacted] the necessary return instructions in order to complete his request for a refund (attached). Mr. [redacted] was Refunded his entire order in the amount of $245.95. (attached) The $97 Abs After 40 Program was refunded on 2/22/16 and the supplements were refunded on 3/2/16 & 3/4/16. **Please Note that this incident has been brought to the attention of the Customer Service Manager in order to update the current process that is followed for Refund Requests when Supplements are part of the refund. The Current process is that the Agent send the request to the Refund Specialist and the Refund Specialist will review the request, check with our fulfillment center for status of merchandise and then respond to the customer accordingly. We agreed that had the Agent notified our Fulfillment Center upon receiving Mr. [redacted]’s request on 2/7/16 then the supplement order/shipment could have been stopped and the refund for the supplements could have been processed right away. Tell us why here...
We received an email from customer [redacted] on Sept 9th the customer requested to cancel their subscription, but then sent an additional response to hold off until he had spoken with [redacted] (his fitness coach)We did not receive another email from him into customer support until 11/12/Customer was then refunded for both charges that were within the day money back guarantee period, on 11/14/2016, and sent a confirmation email letting him know that the most recent charges had been refunded ($for 10/9/16, and $for 11/8/16)The customer has not been charged after the most recent charge of 11/8/16.We would be willing to refund $x =$for charges on 8/10/and 9/9/for the inconvenience and miscommunicationIn order for those amounts to be refunded the customer would need to email us with a Paypal account emailThis is the only way to refund these additional amounts since they are outside the timeframe for our system to let us process the refundWe really do apologize for the inconvenience
On September 24, 2014, Mr [redacted] ordered our SixPack Shortcuts digital workout program along with one bottle of our SixPack Sleep supplement from our Phone Coach, [redacted] On October 13, 2014, Mr [redacted] emailed in requesting the instructions on returning his product due to health issuesHe was provided with the instructions on how to return the supplement that same dayThe information needed by our Refund Specialist in order to process a refund for supplements shipped are the tracking number and the service used to return the supplementWhile Mr [redacted] did supply this information to us, the tracking number that he supplied was missing number, which is why it would consistently turn up as "Your search did not match any documents" and/or "Not Found"From the moment we received the tracking number from Mr [redacted] , there was a failure on our end to do our due diligence in quickly identifying the reason why the tracking number wasn't workingHad we done so there would not have been months worth of back and forth correspondence needed and the frustration that Mr [redacted] felt in attempting to obtain his refund would have been avoidedWe would like to provide Mr [redacted] with his requested refund, but since it is past the Day Money Back Guarantee period, the refund will have to be issued via PayPal.I attempted to contact Mr [redacted] on 7/2/at 5pm in order to obtain his PayPal information and/or to assist him in setting up a PayPal account so that we can refund his order of $but he was not available and a voice message was leftIf Mr [redacted] could contact me at ###-###-#### at his earliest convenience I can guarantee that his requested refund is promptly processed [redacted] [redacted]
We do show that the customer [redacted] has made contact with our company several timesThe majority of the calls were to get in contact with his coach [redacted] who signed him up for his programsThe customer did call on 6/asking about the charge for $on 6/in which it was explained to him the monthly charge that comes with the program he purchased (Terms and Conditions Attached)During the call on 6/22, he did not ask to cancel or for a refundThe customer did not mention anything about canceling/refunding until 8/25/when he called in to our customer service lineAt that time the customer was outside of his day Money Back Guarantee for his first charges on 5/22/for $178.95, and on 6/21/for $67.00, which were not refunded because of thisHe was refunded for the charges that were within his Day Money Back GuaranteeWe also show that Mr [redacted] on 7/31/went onto the Members Site and downloaded all of the content that was available to him (files total)We do apologize, and we would have canceled and refunded the customer earlier if he had requested it within his daysHe currently has access to all of the material, as he has downloaded the information to his computer.5/23/17: Customer called in because he missed a call from his coach ***5/23/17: [redacted] then called different times - Notes do not indicate he spoke with the customer5/25/17: Customer called in wanting to talk to ***5/25/17: Customer called in looking for [redacted] again5/25/17: [redacted] called and spoke with the Customer5/26/17: Customer called again asking for coach to send info to member's site login infoCS Rep sent login info and [redacted] sent login info as well.6/22/17: Customer called and spoke with CS rep and was informed about Test Max Nutrition and explained the charge and sent info.8/25/17: Customer called and spoke with another CS rep complaining that he canceled the TMN Monthly8/25/17: Customer called and spoke with another CS rep asking for a refundThey refunded the charges that were within our Day Money Back Guarantee ($134.00)
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:amMr*** emailed in again on 8/18/@ 10:am. We responded to that email on 8/18/@ 12:pmMr*** 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:amIf 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
On 7/16/15, *** *** purchased the Sixpack Shortcuts (SPS) program with the free Done for you Diet nutrition plan for $onlineHe received a call later that day from one of our coaches who spoke to Luke about combining our other programs, Insane Home Fat Loss, Muscle Building Vault, and
Monster Mass, with his SPS program to get his desired results fasterLuke agreed to the additional programs for the additional charge but the order was declined. Luke emailed in to our Customer Service Department on 7/16/seeking to obtain a refund as he was under the impression that he would be receiving DVDsOur Customer Service Manager informed him that as a courtesy for the misunderstanding we could send DVDs at no additional chargeLuke stated "If you send me DVDs you can keep my moneyI still want to get in shape." Luke's mother emailed on 7/24/requesting that the $be refunded immediately and that the Advanced Fitness Coaching free trial be cancelledThe Refund was processed on 7/24/for $and the AFC trial was also cancelledAttached is a screenshot of the processed refund. Please don't hesitate to contact me if you have any questions
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,
*** ***
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,
*** ***
We show that Mr*** purchase our Abs After program on 1/4/With that program, it automatically comes with a day free trial period of the Abs After *** ***In order to continue with the order, the customer would of had to check the box that stated that they understand that
there is a monthly charge for the *** *** if not canceled by the end of the trial periodI have attached a screenshot of what is on the ordering page for that specific program purchasedI do not show any emails from Mr*** in our system, asking us to cancel the trial in order for him not be chargedThis is why the system tried charging hi for the additional Nutrition informationWe do show that the charge for $on 1/18/has been declined on our side, so the charge never went throughI have made sure that any further charges, or charge attempts have been canceled in the systemThe best and most efficient way to get ahold of the customer service team is to email them at ***@***.com if you need further assistanceThank You
Hi there ***! 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. *** *** purchased the Abs After Digital Program on March 5, 2016. The Abs After Program comes with a
day Free Trial of the Abs After Nutrition SystemIf the trial/subscription for the Nutrition System isn't cancelled within days, the $fee will be charged for the next three months until the customer cancelsThis is per the Terms and Conditions that had to be Read and Checked Off prior/in order to complete the purchaseA copy of the Abs After Terms and Conditions is attached. Days after the original purchase, the $subscription fee was charged to Mr***'s card on file, as per the terms and conditions. This is more than likely the charge that Mr*** 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*** back on 3/21/per a voice message that had been left requesting to cancel/refund the Abs After Nutrition SystemThe $Abs After Nutrition System charge was refunded on 3/21/(screenshot of processed refund attached). The refund for the Abs After Program was processed on 3/25/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. *** ***
We show that customer's original order with our company was on 4/16/for $97.00, which that came a $recurring charge if not cancelledadditional charges had been added to his account for $each on 4/30/and 5/The customer had then made another large purchase of supplements from
one of our sales coaches on 5/11/in the amount of $1,The customer had then requested a refund for everything on 6/4/He was told that he needed to send back the product, and supply to us the information of the shipmentWe show that the customer refused our package on 6/15/He was informed by our refund specialist that once the items arrived back to our warehouse, they would be refundedUntil now, we are still not showing that the package has been delivered back to our warehouse.We had still refunded the customer in the amount of $1,on 7/12/16, even though our policy is that we have to first receive the product back in order to process the refundWe were able to refund of the rebills for $and we also refunded him the shipping cost of $145.00, which is usually not refundable per our termsWe felt as though for the inconvenience that we would give him back the money for the shipping costThere are charges that are currently on his account that we could not refund due to them being to old, and our system will not allow itThe only other option to pay back those additional $97.00, and $charges would be for Mr** to give us his *** information, which was stated to him in an email on 9/7/16, we have not heard anything back from himOnce he supplies us with this information, than we will go ahead and refund the rest of what he had purchased with us, which is $164.00.Mr** also was emailing in from his secretary's email address and name, this is why there was so much confusion, and why the agent had to ask repeatedly for the information attached to the customer's accountAlso instead of responding to the same ticket/email, the customer would start a new ticket each time, resulting in total tickets for this issue.We would like to apologize for the inconvenience in this matterLike I have stated above, once we get the *** information for Mr**, we can have him paid back in full for all purchases with us amounting to $This included the $shipping charge (this is usually non-refundable) that we have refunded back to the customer already
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 *** *** *** ***
The customer was sent Return Instructions on November 7th, explaining what we needed in regards to the refund he was requesting.He replied stating that his products were to return on Friday, but never gave us the appropriate tracking information as requested in the email sent on 11/7/He was
responded to and asked if he had given us the necessary info but he declined to answer and stated that he needed his refund. We had the warehouse check through returns and they did find his returned package which was then input in the system on 11/15/16. The customer needed to provide us with tracking info for the package so we could verify the return, but in not doing so we would have to wait until the products are received, and then issue the refundBy not doing so, it puts a delay in processing refunds.Since the products have returned, we have gone ahead and issue the refund he requested in the amount of $on 11/18/16.Attached is the email sent to the customer with the information that was being requested in order to process his refund in the most efficient manner possible
On September 24, 2014, Mr. [redacted] ordered our SixPack Shortcuts digital workout program along with one bottle of our SixPack Sleep supplement from our Phone Coach, [redacted]. On October 13, 2014, Mr. [redacted] emailed in requesting the instructions on returning his product due to health...
issues. He was provided with the instructions on how to return the supplement that same day. The information needed by our Refund Specialist in order to process a refund for supplements shipped are the tracking number and the service used to return the supplement. While Mr. [redacted] did supply this information to us, the tracking number that he supplied was missing 1 number, which is why it would consistently turn up as "Your search did not match any documents" and/or "Not Found". From the moment we received the tracking number from Mr. [redacted], there was a failure on our end to do our due diligence in quickly identifying the reason why the tracking number wasn't working. Had we done so there would not have been months worth of back and forth correspondence needed and the frustration that Mr. [redacted] felt in attempting to obtain his refund would have been avoided. We would like to provide Mr. [redacted] with his requested refund, but since it is past the 60 Day Money Back Guarantee period, the refund will have to be issued via PayPal.I attempted to contact Mr. [redacted] on 7/2/15 at 5pm in order to obtain his PayPal information and/or to assist him in setting up a PayPal account so that we can refund his order of $184.90 but he was not available and a voice message was left. If Mr. [redacted] could contact me at ###-###-#### at his earliest convenience I can guarantee that his requested refund is promptly processed. [redacted] [redacted]
We received an email from customer [redacted] on Sept 9th the customer requested to cancel their subscription, but then sent an additional response to hold off until he had spoken with [redacted] (his fitness coach). We did not receive another email from him into customer support until...
11/12/16. Customer was then refunded for both charges that were within the 60 day money back guarantee period, on 11/14/2016, and sent a confirmation email letting him know that the 2 most recent charges had been refunded ($67 for 10/9/16, and $67 for 11/8/16). The customer has not been charged after the most recent charge of 11/8/16.We would be willing to refund $67 x 2 =$134.00 for charges on 8/10/16 and 9/9/16 for the inconvenience and miscommunication. In order for those amounts to be refunded the customer would need to email us with a Paypal account email. This is the only way to refund these additional amounts since they are outside the timeframe for our system to let us process the refund. We really do apologize for the inconvenience.
We do understand that there could be some confusion. We have had several wonderful trainers that have contributed and in our eyes founded/built specific programs and have helped grow the company. [redacted] has been with the company for years behind the scenes working along side [redacted]. It was...
just until last year, that he started filming and making workout videos to share. Each company/product name is geared toward a specific group of individuals based on their goals as we understand that someone who is 25, has different goals than a 60 year old. Some want to lose fat, and others want to build muscle. I can assure you that we are not a scam, and over the course of 7 years, we have helped thousands of people reach their fitness goals.
We show that Mr. [redacted] placed an online order for the Abs After 40 workout program with our company on 9/18/16. That program includes a 14 day free trial of the Abs After 40 Nutrition system. The Terms and Conditions are stated on the checkout page, and customer's have to check the box stating...
that they understand before they can proceed any further to purchase the product. I have copied and pasted what is listed on the checkout page below, and I have also attached a screenshot of what it looks like on the checkout page that Mr. [redacted] purchased from. I do show that Mr. [redacted] emailed us on 10/3/16 asking for a refund, in which we have fully given to him. The total amount refunded was $164.00. I understand that I'll also get a 14 day membership to Abs Over 40 Advanced Nutrition Program included with my order. I understand that if I do not want to be charged for the Nutrition Program, I just have to cancel within 14 days by emailing you at [email protected]. If do not cancel my membership within 14 days, I understand that I'll keep getting the newest videos each week, and that I'll be billed just $67/month for the next 6 months.
We do show that the customer [redacted] has made contact with our company several times. The majority of the calls were to get in contact with his coach [redacted] who signed him up for his programs. The customer did call on 6/22 asking about the charge for $67.00 on 6/21 in which it was explained to...
him the monthly charge that comes with the program he purchased (Terms and Conditions Attached). During the call on 6/22, he did not ask to cancel or for a refund. The customer did not mention anything about canceling/refunding until 8/25/17 when he called in to our customer service line. At that time the customer was outside of his 60 day Money Back Guarantee for his first 2 charges on 5/22/17 for $178.95, and on 6/21/17 for $67.00, which were not refunded because of this. He was refunded for the 2 charges that were within his 60 Day Money Back Guarantee. We also show that Mr. [redacted] on 7/31/17 went onto the Members Site and downloaded all of the content that was available to him (54 files total). We do apologize, and we would have canceled and refunded the customer earlier if he had requested it within his 60 days. He currently has access to all of the material, as he has downloaded the information to his computer.5/23/17: Customer called in because he missed a call from his coach [redacted]5/23/17: [redacted] then called 2 different times - Notes do not indicate he spoke with the customer5/25/17: Customer called in wanting to talk to [redacted]5/25/17: Customer called in looking for [redacted] again5/25/17: [redacted] called and spoke with the Customer5/26/17: Customer called again asking for coach to send info to member's site login info. CS Rep sent login info and [redacted] sent login info as well.6/22/17: Customer called and spoke with CS rep and was informed about Test Max Nutrition and explained the charge and sent info.8/25/17: Customer called and spoke with another CS rep complaining that he canceled the TMN Monthly8/25/17: Customer called and spoke with another CS rep asking for a refund. They refunded the 2 charges that were within our 60 Day Money Back Guarantee ($134.00)
Mr. [redacted] purchased the Abs After 40 program on Sunday, February 7, 2016. He did call and speak to one of our Customer Service Representatives on Monday, February 8, 2016 at 3:36pm CST and the Agent Emailed Mr. [redacted] a Recap of their phone conversation (attached). The Agent sent Mr. [redacted]’s...
information and request to our Refund Specialist at 3:51pm CST on 2/8/16. Orders that are placed during the weekend are immediately sent to our Fulfillment Center 1st thing Monday morning. Upon checking the status of the supplement portion of Mr. [redacted]’s order with our Fulfillment Center and realizing that the order had already been processed/shipped, our Refund Specialist emailed Mr. [redacted] the necessary return instructions in order to complete his request for a refund (attached). Mr. [redacted] was Refunded his entire order in the amount of $245.95. (attached) The $97 Abs After 40 Program was refunded on 2/22/16 and the supplements were refunded on 3/2/16 & 3/4/16. **Please Note that this incident has been brought to the attention of the Customer Service Manager in order to update the current process that is followed for Refund Requests when Supplements are part of the refund. The Current process is that the Agent send the request to the Refund Specialist and the Refund Specialist will review the request, check with our fulfillment center for status of merchandise and then respond to the customer accordingly. We agreed that had the Agent notified our Fulfillment Center upon receiving Mr. [redacted]’s request on 2/7/16 then the supplement order/shipment could have been stopped and the refund for the supplements could have been processed right away. Tell us why here...