ComplaintsforVirtue Map

• Initial Complaint

  05/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had made a one time purchase back in January 2023. They billed me again in May *********************** authorization. I did not purchase anything else nor did I sign up for a subscription.

  Business response

  05/31/2023

  Thank you for bringing this matter to our attention.
  
  Regarding the complaint from ***********************, we have conducted a thorough search in our system using the provided email address, ************************* Unfortunately, we could not locate any order associated with that email address.
  
  To help us resolve this issue, we kindly request the customer to provide us with the correct email address used when placing the order.
  
  Additionally, it would be beneficial if the customer could provide us with the following information:
  
  - Order ID or a screenshot of the transaction information: This would greatly assist us in identifying and locating the specific order in question.
  - Payment method used: It would be helpful to know whether the payment was made through ************ transfer, Apple Pay, or ****** Pay.
  - Exact email address used for payment: Kindly ask the customer to provide ** with the email address associated with the payment method used for their order.
  - Date of payment: Request the customer to provide the date when the payment was made. This will aid in locating the relevant transaction within our records.
  - Amount of payment: If possible, ask the customer to specify the exact amount paid for the order.
  - Full name and surname: Kindly ask the customer to provide us with their full name and surname as it was entered during the ordering process.
  - Last 4 digits of the card: If the payment was made using a card, it would be helpful to have the last 4 digits of the card used for the transaction.
  
  Once we receive the requested information, we will promptly investigate the matter and make every effort to resolve the issue for the customer. We kindly ask the customer to provide the details directly to us via the provided email address or any other preferred method.
  
  Thank you for your assistance in helping us communicate with the customer and resolve this matter. We remain committed to providing excellent customer service and resolving any issues promptly.
  
  Virtue Map Customer Support

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Virtue Map is a scam. Digital marketing is well done. But they outsource their support team. So you will interact with a new person via email every time. Virtue Map will have you automatically subscribed to an annual renewal if you purchase a digital product. Typically advertised on IG or FB. They WILL NOT notify you of upcoming renewal charge so you can cancel. And in my case, when I purchased the product Feb 9, 2022 and was charged a renewal on March 25, ****, I found out about it because my credit card company notified me of fraudulent activity. I've been back and forth for almost a month with different people. I get different answers each time to basically back Virtue Map's charge even though I have no interest in the product nor had I heard from them via email since May 2022. Answers such as you need to give us a 48 hrs notice of cancellation. Well, difficult to do without a reminder notice like most digital or not companies do via monthly, semiannual or annual subscriptions. They keep going back to "you signed up for it when you purchased." So long story ******************'t waste your time or money with this "company." There's no app. It's only a webpage that you save as a shortcut on your phone. And no personal coaching. The copywriting is clever and NOT upfront or honest about what's included or what your paying for - even a year later. Again save yourself the hassle of awful customer service and a company that really doesn't care about bettering clients lives. Only making money off thousands of subscriptions because they use a legal loophole that makes their profit the customer's problem after a year goes by without renewal notice. As someone mentioned earlier, the best they say they can do is 50% refund. F rating times 10. Scam all the way.

  Business response

  04/18/2024

  We appreciate the opportunity to address the concerns raised by ******* regarding her experience with Virtue 
  Map.
  At Virtue Map, we value transparency and customer satisfaction. ********* feedback is important to us, and we 
  want to clarify our subscription and cancellation policies.
  During the checkout process, all subscription details, including renewal terms and conditions, are clearly 
  presented for the customer's review before finalizing the purchase. By completing the purchase, Colleen 
  acknowledged and agreed to these terms.
  Our cancellation policy, which requires customers to notify us at least two days prior to the renewal date of 
  their subscription to prevent automatic renewal and avoid additional charges, is prominently displayed on our 
  Terms & Conditions, checkout page, and FAQ section.
  We regret any confusion caused by the renewal process and emphasize our commitment to providing 
  transparent and accessible information to our customers.
  In response to *******'s specific case, we have reviewed her subscription and promptly canceled it as per her 
  request. We confirm that the subscription has been terminated, and no further charges will occur.
  We are dedicated to improving our customer experience and are available to address any further concerns that 
  ********************* have. Our customer support team is ready to assist her.
  Thank you for bringing this matter to our attention. We remain committed to delivering a positive and 
  satisfactory experience to all our customers

• Initial Complaint

  03/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a Virtue Map subscription in January of 2023 to help me focus in the new year as a graduate student with a looming graduation date. After concluding my needs with Virtue Map, I went to cancel the subscription and found no option to do so across the app or website. No information about canceling the account was available anywhere easily. I deleted the account as that is the only given option for canceling membership, though I have since discovered that this does NOT cancel membership and I have been charged $25.99 twice since terminating my use. I take partial fault for not knowing how to properly cancel, but Virtue Map should have a clearly outlined website section that explains cancelation to future users. I reached out to Virtue Map prior to the second charge on March 24, but because my contact was not 48 hours prior to billing he said he was unable to fulfill my request. I have not used this app for two months but have paid for two billing cycles. There is no clearly defined terms for canceling membership/payment and there was no accommodation for a customer asking for the next payment to be canceled due to a policy that I saw nowhere outlined on their website. I would like to be refunded my $51.98 and also believe that Virtue Map should have to provide information for canceling membership on their website and app through a page that says Membership Options or Cancelation. I am a graduate student with limited free time who used their services to get back on track, I am not a well of money for them to continuously take $25.99 from because they do not want to encourage users canceling their memberships. I am attaching my email correspondence with Virtue Map customer service for your convenience.

  Business response

  04/18/2024

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the details of your complaint 
  regarding your experience with Virtue Map and your subscription cancellation issues.
  Regarding the subscription and cancellation process, all pertinent details, including the terms of our 
  subscription, are prominently displayed during the checkout process. Our customers are required to agree to 
  these terms before finalizing their subscription purchase. As outlined in our Terms and Conditions, it is the 
  responsibility of the subscriber to manage their subscription, including cancellation, in accordance with the 
  specified guidelines.
  Our cancellation policy is clearly outlined in our Terms and Conditions, checkout process, and FAQ page on our 
  website. As per our policy, subscribers must cancel their subscription at least two days before the renewal date 
  to avoid automatic renewal and subsequent charges. Refunds for subscription fees already paid are not 
  available, which is also specified in our terms.
  We understand the frustration you experienced and apologize for any inconvenience caused. However, it's 
  important to note that the responsibility for adhering to our cancellation policy ultimately rests with the 
  subscriber. We encourage all our users to familiarize themselves with our terms and conditions to ensure a 
  smooth experience with our service.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your 
  feedback and are committed to improving our services based on customer input.
  Thank you for bringing this matter to our attention

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Didn't notice that I was charged after the free trial... ok fine, my fault. Was charged again 3 months later and I've never even used their service! I messaged their support immediately (within minutes) and was denied a refund. After a frustrating back and forth with their customer service over the past two weeks, they offer a 50% refund of ONE of the two charges, when I've never used their app at all. This business is a complete money grab. They aren't trying to build a brand that supports their customers. There's certainly not an exchange of value like a legitimate business. Just look at the email attached - "We highly appreciate your understanding." There's no understanding! They're just stealing money from people.

  Business response

  04/18/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with 
  our service. Firstly, we understand the frustration that can arise when unexpected charges occur. However, we 
  would like to clarify the subscription terms and cancellation policy that were agreed upon by the customer 
  during the checkout process.
  All subscription details, including pricing and renewal terms, are prominently displayed during the checkout 
  process prior to finalizing the purchase. By proceeding with the purchase, the customer acknowledged and 
  accepted these terms. According to our Terms and Conditions, customers are required to cancel their 
  subscription at least two days prior to the renewal date to avoid automatic renewal and subsequent charges.
  We regret any inconvenience caused by the customer's misunderstanding of our cancellation policy. 
  Unfortunately, refunds for subscription fees already paid are not available per our stated policy. Regarding the 
  specific issue raised, we have thoroughly investigated the customer's account and could not locate any 
  purchases or subscription records associated with the provided details.
  Furthermore, our customer support team strives to assist customers promptly and professionally. We sincerely 
  apologize if there was any misunderstanding or inconvenience during the interaction with our support team.
  In conclusion, we maintain that our subscription terms and cancellation policy are transparently 
  communicated to all customers. We encourage customers to review and understand these terms before 
  committing to a subscription. Should the customer have any further questions or require assistance, we invite 
  them to reach out to our support team directly for clarification.
  Thank you for allowing us to address this matter through BBB. We remain committed to providing a positive 
  customer experience and are continuously working to improve our services

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their refund resolution requires you to be able to complete a certain amount on the program. This is particularly hard for those with ADHD especially those like me where it is considered a disability. This is taking advantage of those with disabilities who cannot complete the tasks to obtain a full refund!

  Business response

  04/18/2024

  We appreciate the opportunity to address this complaint regarding our refund policy. Our company, Virtue
  Map, operates with a clear and transparent refund procedure outlined in our terms of service, which 
  customers agree to prior to finalizing their purchase. Our policy is designed to ensure fairness and protect the 
  integrity of our digital product.
  We understand that certain individuals may face unique challenges, including disabilities such as ADHD, which 
  can impact their ability to complete tasks consistently. However, our refund policy requires customers to follow 
  our program for a specified duration and demonstrate their effort by completing a set number of lessons.
  In response to the customer's complaint, we would like to emphasize that our refund policy is clearly 
  communicated prior to purchase. Customers are required to email us at ******************************** within 10 days 
  of their initial purchase, explain why the program did not meet their needs, and provide evidence of following 
  the plan for at least 7 consecutive days (by sharing a screenshot of their progress).
  We sympathize with customers facing difficulties but must adhere to our established policies to ensure fairness 
  to all users. We urge the customer to reach out directly to us via email to discuss their specific situation 
  further. Our team is committed to assisting customers and resolving any concerns within the parameters of our 
  policies.
  Thank you for bringing this matter to our attention, and we remain dedicated to providing excellent service 
  and support to all our customers

  Customer response

  04/18/2024

   
  Complaint: 18465776
  
  I am rejecting this response because: the guidelines of your refund are not acceptable. Those with these particular disabilities struggle with using something consistently. To put the burden of proof on the client is unacceptable especially if they contact you within the 10 days like I did. Even though I did not try the product for 7 days, it was not allowing me to be consistent. I get the program is designed to create change over time but if the person cannot even commit within 7 days, I think it's ridiculous to expect them to not get a refund within 10 days.
  
  Sincerely,
  
  *******************************

  Business response

  04/19/2024

  Hello ********,
  
  We appreciate your perspective and would like to address your concerns directly.
  
  We understand the challenges individuals with disabilities, such as ADHD, may face in consistently using our program. We acknowledge your feedback regarding the refund guidelines and apologize for any frustration this has caused.
  
  Our intention with the refund policy is to balance fairness to all users while ensuring that our programs have the opportunity to make a meaningful impact over time. We recognize that each situation is unique, and we strive to be sensitive to our customers' needs.
  
  While we do require evidence of effort within the initial 10-day period, including a screenshot of progress, we acknowledge that this may not always align with individual circumstances. We appreciate your feedback on this matter and will take it into consideration for future policy reviews.
  
  In light of your situation, we would like to extend our offer to further discuss your specific case and explore potential resolutions outside of our standard policy. Please reach out to us directly at ******************************** so we can work together to address your concerns.
  
  Thank you for bringing your experience to our attention. We value your feedback and remain committed to providing excellent service and support.
  
  Virtue Map Team

  Customer response

  04/21/2024

   
  Complaint: 18465776
  
  I am rejecting this response because: I have worked with your team previously to resolve this and have not received my refund. I reached out to the BBB because your team decided I was not eligible for a refund,even though I did reach out within 10 days. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 3rd I found an ad on FB that said they had a program that would help with procrastination, anxiety and other conditions associated with ADHD. (Virtue Map) how Ironic! I spent ***** on absolutely nothing. An "App" that comes in an email and some downloads was supposed to come. They said they weren't going to send me the app until days later and a ton of add on that they tried to sell me. I understood too late that I was scammed. There wasn't an app to buy but rather a Web based app to use. I recieved the email but am afraid to download its contents because I don't know who these people are. There are no websites that ive been able to see that I can dispute the invisible"product" and ask for a refund. I don't have an invoice of payment but my card was charged.Pretty disappointing to take advantage of people who are truly struggling.

  Business response

  04/18/2024

  We acknowledge your concerns regarding your recent purchase of our program, Virtue Map. We regret any 
  confusion or frustration you experienced regarding the nature of our product.
  It's important to clarify that Virtue Map is a web-based application (PWA) designed to assist individuals with 
  issues such as procrastination, anxiety, and ADHD-related challenges. The program is accessed via a web link 
  provided in the email, rather than through a traditional app download.
  Regarding your refund request, please note that our company operates with a strict no-refund policy for digital 
  products once access has been granted. This policy is clearly outlined in our terms and conditions, which 
  customers are prompted to review and agree to before finalizing their purchase. We aim to be transparent 
  about this policy to avoid any misunderstandings.
  We appreciate your feedback and apologize for any inconvenience caused. Should you have any further 
  questions or require assistance with accessing the program, please do not hesitate to reach out to our 
  customer support team at [customer support email].
  Thank you for bringing this matter to our attention

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10-31-22 Virtue Map charged me $49.99 for a plan to help me get organized against procrastination and fatigue. But they then said it would take 14 days. After researching the company and having scammed others, I immediately requested a refund but no answer until I messaged them on ********* They emailed me and said it was non-refundable just because the product was digital.

  Business response

  04/18/2024

  I appreciate the opportunity to address the concerns you raised regarding your recent experience with Virtue 
  Map. Our company specializes in providing digital services aimed at assisting individuals with challenges 
  related to procrastination and fatigue. I understand your frustration regarding the timeline and refund policy, 
  and I apologize for any inconvenience caused.
  As a provider of digital products, once access is granted to our program, we do maintain a strict no-refund 
  policy, which is communicated clearly in our terms and conditions. Nevertheless, recognizing the unique 
  circumstances of your situation, we made a goodwill gesture by offering a 50% refund on November 6, 2022. 
  Unfortunately, it appears we did not receive a response from you via email following this offer.
  Please be assured that we take customer satisfaction seriously and are committed to resolving any issues 
  promptly. If you would like to further discuss this matter or reconsider the refund offer, our customer service 
  team is ready to assist you. You can reach us directly at [contact information].
  Your feedback is invaluable to us as we continuously strive to enhance our services and customer experience. 
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to address your 
  concerns and reach a satisfactory resolution

  Customer response

  04/18/2024

   
  Complaint: 18351938
  
  I am rejecting this response because: if I was aware of any 50% refund, I would have accepted, as I was very clear your business was a scam & did not provide services. Please provide refund & stop beating around the ****. 
  
  Sincerely,
  
  ***********************

  Business response

  04/19/2024

  Hello ****,
  
  Thank you for your message. We understand your concerns and would like to clarify the situation regarding your refund request.
  
  Attached to this response, you will find copies of our email communications where we offered a 50% refund as a resolution to your dissatisfaction. Unfortunately, we did not receive any response from you after this offer was made.
  
  We want to reiterate our willingness to provide the refund as previously discussed. However, we must inform you that due to PayPal's refund policy, we are restricted to processing refunds within 60 days from the initial transaction date. Regrettably, as this timeframe has elapsed since your purchase, we are unable to process the refund through this method.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Virtue Map Team

  Customer response

  04/19/2024

   
  Complaint: 18351938
  
  I am rejecting this response because: the complaint was made directly to the company and through BBB within 60 days. Where there's a will there's a way to restore the company's reputation and integrity. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The service is advertised as:1. A plan to help manage ADHD 2. Personalized 3. Using cognitive behavioral therapy (CBT)If I submitted something like this as a "plan" to a client who'd paid me over $100 for a year of service, I'd be laughed out of the room. It's a series of checkboxes that the user has to remember to log in to check off. (Again, not an app.) That's a plan for failure for those with ADHD, and using even a few helpful websites on ADHD, I could create the same thing in ****** Sheets for free. There's nothing in here that's even slightly insightful."Personalized" is a cruel joke of a claim. If you tell the app you struggle with focus, you get a genuinely useless checkbox, "Habit to Improve Focus." Want to quit drinking or smoking? You get a checkbox for "Habit to Quit Smoking/Drinking." Gee, Virtue Map, thanks for that kind of stunning insight! (Not.)The claim of using CBT is ridiculous. They offer a checklist using a few CBT-like terms, but there's no place to write out or really explore one's thoughts. Again: I could do this on my own, but then why am I paying for this service?It's not an app, but a website. This is *incredibly* convenient for them, since they would not be able to hide the overwhelmingly negative reviews that would appear in an app store. Since it's not an app, the user has to create their own reminders to use the service. An actual app that does this is far superior, especially for those who struggle with ADHD!Finally, the refund policy is a transparent obstacle to actually getting one's money back. You have to contact them within 10 days, demonstrating that you've used the app for 7 consecutive days, to get a refund. Someone... with ADHD... without reminders... must somehow remember to use the app *every* day for 7 days?! If I could do that, I wouldn't need this service!It's a scam. As an app it would be worth *maybe* $5, and as a website it's basically worthless. I want my money back: $108.47.

  Customer response

  10/28/2022

  Hi there,
  
  Actually, the company did reply directly to me and, after two or three rounds of demands, finally gave me a full refund. So in fairness, should it be closed in that way?
  
  In any case, their product really is overpriced pretty-much-fraud-level garbage, so I'm glad to be done with them and to have added another complaint to their file.
  
  Thanks,
  Bill
  

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DON'T DO IT! On 8/23/22 I got an email from virtue map offering me a discount. For $20 I could have three months. That seemed reasonable. Upon paying them, I got an upsell page to pay another $40 to have the program for a full year. I figured maybe that made a lot of sense for me so I paid that too. THEN I got another upsell page for worksheets or something, then another upsell page for something else...I navigated through 5 more upsell pages when it occurred to me that the money I'd already paid them clearly didn't give me the full product which they don't state anywhere up front. So I IMMEDIATELY emailed them for a refund. I mean... within MINUTES of having made the purchase. At the end of the day after not hearing back, I went to my bank to file an official dispute. I canceled that credit card number and have to go through all the nonsense of updating every single auto payment just to hold this company accountable for their imaginary money back guarantee. Since then, virtue map and I have exchanged a few emails with all of theirs explaining that I have to PROVE I USED it for 7 days in order to get a refund. What??? Ummm...no. Just no.

  Business response

  04/18/2024

  We sincerely apologize for the inconvenience and frustration experienced by the customer in relation to their 
  recent interaction with Virtue Map. Our goal is to provide clear and transparent transactions and ensure 
  customer satisfaction with our digital products.
  Regarding the issue raised, we understand the customer's concern about the upsell process and the desire for 
  a prompt refund. While our company typically maintains a strict no-refund policy for digital products due to 
  immediate access provided upon purchase, we acknowledge the unique circumstances of this situation.
  Upon reviewing the details of the complaint, we have taken proactive steps to address the customer's request. 
  We are pleased to confirm that a full refund in the amount of $58.48 was processed and credited back to the 
  customer's account on August 28, 2022. This refund should reflect in the customer's financial records shortly.
  We value our customers and their feedback, and we are committed to continuously improving our processes to 
  ensure a positive experience for all users of Virtue Map. We sincerely apologize for any inconvenience caused 
  during this process and appreciate the opportunity to resolve this matter.
  If the customer has any further questions or concerns, we encourage them to reach out to our customer 
  service team directly for assistance. Thank you for bringing this issue to our attention, and we apologize once 
  again for any inconvenience caused

• Initial Complaint

  05/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Won't refund despite the fact that I never received what I paid for, and did not want to pursue making it work upon finding that there are also hidden costs (outright lies about what is included). Page where you sign up clearly shows that there is a "no risk" guarantee. Also a lie.

  Business response

  04/18/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with 
  our digital product and refund policy.
  Firstly, we apologize for any confusion or frustration caused by the situation described. Our company maintains 
  a no-refund policy for digital products once access has been granted due to the nature of the service provided.
  However, upon further investigation into this matter, we acknowledge the customer's dissatisfaction and have 
  taken decisive action to resolve the issue. On May 9, 2022, we initiated a full refund in the amount of $39.99 to 
  ensure the customer's concerns were properly addressed.
  At Virtue Map, we place a high value on customer satisfaction and transparency. We strive to deliver quality 
  products and services that meet our customers' expectations. We regret any miscommunication or 
  inconvenience that *** have occurred during this process.
  If the customer has any additional questions or requires further assistance, we encourage them to contact us 
  directly. We are committed to resolving this matter promptly and to the satisfaction of all parties involved.
  Thank you for bringing this issue to our attention, and we appreciate your assistance in facilitating this 
  resolution

  Customer response

  04/18/2024

   
  Complaint: 17178753
  
  I am rejecting this response because: This was now 2 years ago. They say they refunded me but I don't know what card it would be or how to verify this. 
  
  Can they provide something like last 4 of the card so I can see if it's true they sent a refund? 
  
  Sincerely,
  
  *************************

  Business response

  04/19/2024

  Hello *****,
  
  Thank you for your response regarding the refund issue from two years ago. We understand your concern and appreciate the opportunity to address this matter.
  In response to your request for verification of the refund, we have attached the refund receipt to this message. This document serves as proof that the refund was processed on May 9, 2022.
  
  We apologize for any confusion or inconvenience caused by the lack of specific details related to the refund card. If you have any further questions or need assistance verifying the refund, please do not hesitate to reach out directly to our customer support team. We are committed to resolving this issue and ensuring your satisfaction.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.
  
  Best regards,
  Virtue Map Team

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩