ComplaintsforBody Transformation Lab

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company utilizes misleading information to gain customers, is not at all clear on the terms of their user agreement, and alters their policies to avoid honoring refunding upon cancellations. I wouldn’t recommend entering into a deal with them due to these reasons alone, but if for some reason anyone does choose to do so, ask up front for written policies to be presented. Nate L*** will attempt to pressure you into only discussing issues via telephone in order to avoid the scheme being presented in writing. It was clear to me in my dealings with them that they altered their terms and verbiage upon my request for a cancellation and refund in order to avoid honoring my request. After being entered into their program, their terms were altered to include the necessity of checking boxes in an app in order to qualify for a refund, and then I was told they do not offer refunds for any reason. These contradictory terms were never even presented to me until my request for a cancellation and refund was formally made. In conclusion, if you should choose to not pay their total fee up front, Nate L***, in association with Body Transformation Lab, will utilize Cherry or Affirm to rob you of your money by altering their policies to avoid issuing any refunds. A complaint is being submitted via the BBB as well, and legal action is being pursued to address these concerns. I’m hoping that by sharing my experience no one else is taken advantage of by this business.

  Business response

  08/15/2024

  These allegations are false. Its unfortunate the BBB allows individuals like yourself to say whatever they want without any repercussions. 
  

  If you would have worked as hard in the 3 weeks of the program (before you decided to quit because you weren’t doing anything) as you are trying to run my business name into the ground you’d probably be more confident in your health right now. 
  

  This probably isn’t the politically correct answer that many would like to read, however it’s really upsetting that someone can just act as verbally incorrectly as you have in this situation and get away with it.
  

  Ive offered to give you extra time in the program, I’ve offered to coach you for free when your time expired and you just resorted to this because of the inaction and lack of results you got from the consequence of not taking action. And yes, we have all the screenshots.

  Good luck in your future endeavors and I truly hope you find the success you’re looking for. I’m sorry it couldn’t be with our company but we cannot issue a refund to someone who didn’t take action on the hard work we put in on our end.
  

  However even with all the negative actions on your end of trying to drag my name through the mud, I’d still love to offer you the chance to help and work with you on changing your health for the better. 

  I hope all reading this can see my heart and the heart of our business. We truly just want to help people. But you have to be willing and ready to take action and make changes. Thank you.

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I too hope that people can see “your heart and the heart of your business”. Whining about someone making a legitimate complaint is very telling. My initial intention was just to get a refund, as some things came up with my family and it became obvious fairly quickly that your services did not match up with the descriptions provided (utilizing an app to send automated scheduled messages is hardly a “customized” service). I formally submitted a refund request well within the initial 30 day window that was initially presented. Following my request it was pretty clear you floundered to come up with a quick written policy to include terms that were not presented at the initial sign up, namely, that activities needed to be checked off in an app in order to qualify for a refund. No, I did not check off all completed activities, but again, I was unaware that was a prerequisite for anything, and proceeded treating it as what I believed was a suggested tool. Once this inconsistency was pointed out, suddenly your terms changed AGAIN to “no refunds for any reason”. My intention then changed to warning others to be sure and ask you for all terms in writing up front so that you can’t take advantage of anyone else in the same manner. If that “drags your business name in the ground” I suggest you alter your business practices, or start another one, which seems to be no big issue for you considering your track record on start-ups. Also, very telling.
  I appreciate your half-hearted well wishes and am happy to report that the extra pounds I was hoping to lose have been shed and then some. My final payment for the “program” you refused to honor a refund for, despite my being eligible for one per your original terms, is being sent to you next month. I would love to see your version of the “screenshots”- perhaps they have been altered much like your program policies when they don’t suit you? I can sleep well at night knowing I conducted myself honestly and can only hope, for the sake of any of your potential future customers, that one day you might change and be able to do the same. I am more than willing to accept my refund and then your “apology” might have some merit. Anything less is continued dishonesty on your part. 
  
  Regards,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩