ComplaintsforElevate with Eleanor

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contemplating using the services of elevate Eleanor as a personal coach. She asked me to send her money via Venmo. Then I decided I couldnt use her services. I didnt sign her contract. I politely informed her that I wouldnt be using her services and I requested my money be returned to me. She refused.

  Business response

  11/03/2023

  Good Afternoon,

  
  

  Please see attached. You should have access to 10 documents.

  
  

  Here is my formal response: 

  
  

  The former client scheduled a consultation call to purchase a coaching package. I outlined the program, cancelation, and no refund policy in detail during the consultation call, as I do with every client.

   

  The client asked for a payment plan of two payments: the first half submitted before the start of the program and the second half after. I explained that once I receive the first payment my work begins.

   

  I received the first payment and began working on their tailored program. Not only did we start the program, the client completed two full coaching sessions. At the end of the second session, the client asked me to push the remainder of our sessions back several weeks because they were dealing with a plumbing issue in their house and needed time to get that situated. I reiterated that I only allow clients to push sessions back a maximum of four weeks. However, I made an exception for them and pushed the rest of the sessions back further to accommodate their hardship.

   

  They also requested that we push the second payment back, which was actually due the day of our second session. I allowed them to also push the second payment back past the four-week mark. I was extremely flexible and accommodating toward this client.

   

  The day the second payment was due, several weeks past the original due date, I reached out to the client to request payment and received an email stating they no longer had the capacity to continue the program and wanted a full refund.

   

  I explained that while I empathized, they’d already agreed to the payment plan and refund/cancellation policy that was clearly stated in the consultation call before they made their first payment.

   

  I never received a formal response to that email – instead, I was notified by the BBB of this formal complaint.

   

  I keep detailed records and I have submitted documents proving the above and outlining all conversations with the former client to the BBB.

  
  

  As with all clients, they submitted the first of their own accord with full knowledge of the program expectations. Nothing was promised to this client that was not delivered and I was more than accommodating.

  
  

  -------

  
  

  Thanks, 
  
  

  Eleanor 

  
  

  Customer response

  11/03/2023

  I am rejecting this response because: The notes are made up. I don’t have an agreement with her. When I asked for my money returned then & only then did she say that there were no refunds. I had a free consultation with her only. I never had one coaching session with her.  I’ve asked her in writing in email & via the payment method to return my money. I have zero plans to utilize her services. She has severely broken my trust. At this stage, it’s only fair to return my money. She hasn’t earned it. 
  

  Business response

  11/06/2023

  I have nothing else to prove. I submitted ten documents to the Better Business Bureau detailing all conversation between me the former client with dates and timestamps. 

  Customer response

  11/07/2023

  I am rejecting this response because: I do not have a contract with this business. I want my money back. I do not wish to gift her or donate the money to her. She should in good faith return my money to make me whole. 
  

  Business response

  11/07/2023

  I take pride in providing excellent service to my clients, highlighted by the customer reviews here and on my website. While I always welcome constructive feedback, I cannot allow falsehoods to go unchecked.
  
  I have submitted detailed documents outlining communication with this client. It is unfortunate that they are choosing to lie, saying that they were unaware of my policies, and claiming they did not use my services because they found themselves in an unexpected personal financial bind (outlined in our email correspondence).  
  
  I wish this client the best. My goal here is to protect the integrity of my business and continue providing stellar service to my clients. 

*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. ↩