Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This service is misleading. Labtuit is making claims that they are not living up to, and I have questions on whether it is being done ethically. Their website draws you in--professional and clean--which gives you faith in the program. Once you sign the contract and get to work, you are sent a dashboard with links to ******* links of OTHER people's material. One video in particular is from Indeed.com. If this information is free for me to find/obtain on my own, why am I crediting/paying Labtuit for it? Then, they have you create a unique email address with a password that they ask you to share with their team overseas. They want the team overseas to send generic emails out to connections they find, then you sign in and respond to anyone who responds to you. Sharing accounts/passwords just seems weird to me, but at this point the contract is already signed and I'm already in too deep. I had to pay a $200 deposit, which could be applied to the 3% fee at the end, which was requested via a link in a link to square. But, now that I have accepted a position, they are asking that I pay via Venmo, Zelle or Cashapp. If I choose Venmo, they have specific directions about changing my transaction privacy to "Friends" only (rather than Public), otherwise Venmo will charge them a fee, in which they will charge ME for that fee. My thought around that is that they are trying to evade the taxes from receiving payments over $600? It's just bizarre. Their handle is "labtuit." The job I ended up accepting was one I had applied to prior to getting my resume re-written--prior to getting the "coaching" I was seeking. And, because I wasn't having luck getting offers, I had to accept the position at a 18% pay cut to what I was making before, when they claim they can get you an average of 10-20% increase. There's just a lot of empty claims. Once I accepted my job, Labtuit passed me off to someone named ********************* to collect payment and I haven't heard from my coach again.

  Customer Answer

  Date: 04/27/2023

  Mailing address:

  *********************************************************

  Business Response

  Date: 04/28/2023

  We would like to respond to the claims that our service is misleading. To address a few points regarding our service and regarding the points made in the BBB complaint:

  1) Every candidate receives a copy of the agreement to review BEFORE signing up with **. The resources we provide a user before signing include our website to review our services and testimonials, an introductory video explaining the process, a 10-minute consultation call live with an advisor to ask questions, a copy of the agreement and an FAQ page. We feel that this is ample information to understand our program and all terms of service. Each interested candidate also has the opportunity to schedule additional consultation calls before signing the agreement if they have additional questions.

  2) While some material in our comprehensive program comes from public sources, we offer 18 call sessions to each user that are live, one-on-one sessions. This is a personalized touch to the program to get a very tailored experience and is meant to be the primary core of the program. Any ******* videos provided are merely supplementary resources that are optional in addition to the one-on-one coaching that every candidate has available. 

  3) As for the networking process, we ask our candidates to create a new email account from scratch so that we do not have access to ANY information in an existing email. This is out of respect to the candidate's privacy. The process of a candidate sharing the email login information with ** is a necessary step is because one of the benefits of the service is that we do the networking outreach on behalf of our candidates to save them time. Our team is both domestic and overseas. We log into the account and send emails to connections that we find so that our candidates don't have to spend any time doing this themselves. This process is clearly explained in all of the steps leading up to the candidate signing up with us.

  4) We offer a wide range of payment steps to our candidates to make payment more convenient for each user. Venmo is not a required payment method.

  5) Our contract states that candidates do not have to accept the first offer that comes along. Candidates are welcome to reject an offer if the pay is too low and continue their process with **. We do not charge our service fee until after a candidate accepts an offer. If they elect to accept an offer of lower pay, that is their decision and not one mandated by **.

  6) Also sessions with an advisor are scheduled by the user. The statement of "I haven't heard from my coach again" would be true of any user who does not schedule a call. Also, once an offer is accepted and payment is satisfied, the contract is thusly terminated, as there is no assistance required after a user has started a new role.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19988088
  
  I am rejecting this response because:
  

  1.) Yes, a contract or agreement is signed with my acknowledgement of the coaching plan, which outlines how many sessions and calls will be available to me.  That isnt what Im debating.  I merely think its questionable to charge your clients for material that OTHER people are creating via articles, ******** etc.

  2.) So, booking calls and sessions is really where I see the value in how Labtuit could have helped me.  If we set aside the articles and ******* videos, as they are free to the public, what Im really paying for is the one-on-one time with the coach.  With my $2,700 fee, divided amongst the total number of calls/sessions available to me, that breaks down to roughly 15 hours of coaching putting your time worth $180 an hour.  And thats if you are able to use every single session and call.  I booked as many meetings and calls as availability would allow and still went a month before landing a position; only utilizing about 8-9 hours of that time.  That is absurd.  Had I known that it cost THAT much to get the guidance I needed, I would not have signed up.  And, again, this comes down to the fact that I am doing the education, research, homework, booking appointments, etc. until I schedule time to review it with Labtuit.  
  

  3.) I didnt reject the job offer because it was clear that I wasnt making progress with Labtuit.  I got the job based on the resume I had before Labtuit a job I applied to before even getting my first coaching session.  But, it states very clearly that you still pay the 3% fee regardless of when you applied, UNLESS you are in the interview stage already and disclose that to them. In which case, why would I need Labtuit?

  4.) I thought these complaints were worth bringing up because I think there is an opportunity for doing business better.  Hence the better business bureau.  Evading fees on Venmo, switching me over from one coach to another depending on who happens to have an available time slot on the calendar, and just reviewing my answers with me rather than leading me for $180+ an hour is simply outrageous.  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  As stated before, any resources that are publicly available are merely meant as supplementary material in addition to the 1:1 call sessions. They are not a core element of our program or service offering.
  
  
  Any candidate who uses ALL of his/her call sessions will ultimately have greater success in the program. As the user has stated in her reply, she accepted a position before using all of her available sessions. We offer calls to discuss and readjust a strategy if the desired results are not being seen. If a user accepts a role before having these conversations or scheduling a call to pivot the strategy, that is out of our control.
  
  
  The switching of coaches is provided to offer greater and quicker availability to our candidates if they need help.
  
  
  The contract is extremely extensive and is provided with an FAQ page before any user signs. Our terms are extremely clear in what we offer and how a user can get help throughout our program. Landing a job is not a "one-size-fits-all" business. Some users require more help to land a job and we never guarantee that a user will land a job within a certain timeframe (i.e. one month) because those factors are out of our control.

• Initial Complaint

  Date:08/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with this company to provide support with finding employment. Specifically I asked for help with finding positions I am qualified for, with cover letter writing, and with interviewing. The company has not provided these services. Specifically, the advisor assigned has very limited availability, is very difficult to reach, and consistently refers me to videos. Before I signed the contract, I specifically mentioned not wanting to be required to view videos. Based on the limited availability of the advisor I was assigned, I asked for a new advisor, This request was denied. I then contacted a customer service rep, outlined my issues and asked for the contract to be voided. I shared that the issues of the advisor not being available and that I had requested to work with someone new. I received an email stating I signed a contract and was obligated to pay them regardless and they would not void the contract. I have included the email thread with the customer service person. I received NO REPLY to the email sent on Aug 4 and have had no contact with the person assigned as my advisor.

  Business Response

  Date: 10/07/2022

  Consumer Response /* (-5, 8, 2022/09/12) */ ***Document Attached*** I have not received a response from the company regarding the complaint or a reply email I sent on 8/21/2022 (see attached). Business Response /* (1000, 11, 2022/09/15) */ The attached conversation documents the inaccuracies in the consumer's claims. The claims that the advisor was "difficult to reach" or "consistently refers me to videos" are not accurate or founded in any way. This consumer was given multiple opportunities to have phone conversations with the advisor and these opportunities were not taken advantage of. When this was explained to the consumer multiple times, the consumer responded "I don't appreciate being told that this is my fault." The consumer did not follow clear instructions provided on best practices for having a smooth experience with our program. The consumer rejected all solutions provided to resolve the issue and demanded to be granted a cancelation of the agreement. Consumer Response /* (3000, 13, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per the attached email documentation I provided with the complaint, I did not receive any additional follow up. The Labtuit emails also do not document that many of the follow up emails were in regard to very limited availability for appointments and the last issue referencing the sick spouse was received a mere 2 hours before I had the interview effectively making any support impossible. I also asked for other ways to communicate outside of the resume platform and that request was ignored also. I also did not demand a cancellation, I asked for one. I also said that I would pay for the very small amount of time spent on my resume (which resulted in minimal changes). I also documented that I asked (twice) for a new Labtuit rep and received no response to the request. This company is requiring me to work with someone who is hardly available and does indeed refer to videos as support. They have ignored my request for a new representative that might be a better match. I simply want to be let out of this contract. Business Response /* (4000, 15, 2022/09/16) */ The documentation provided clearly shows that the consumer did not respond to many attempts to move her forward in the program. Thus, the claims that her advisor team was unavailable is unjustified. This is apparent by simply looking at the message records provided (with timestamps). Videos were never referenced as a primary form of coaching. The consumer was notified several times that the videos were merely a secondary form of support that are offered in addition to the 1:1 sessions with the advisor. The consumer is misinformed and has ignored this many times. Availability was only limited for a session once during an emergency. Our company apologized for the emergency and offered alternatives.