ComplaintsforMacrostax, LLC

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account was on auto renewal which I was unaware of. With all of my other subscriptions, I always receive an email stating that the renewal is coming up and it allows you time to cancel or continue on with the membership. I don't use the app and had no idea that it was on a subscription. The money was withdrawn from my account on May 10, which I only knew because I looked on my bank statement. I am a divorced woman, times are hard for single people to survive in this world.

  Business response

  05/17/2024

  When the consumer signs up for the service they agree to the terms and conditions that the subscription is an auto-renewing subscription. They have the ability to view the renewal date and billing amount of that subscription at any time from the app. They also have the ability to turn off that auto-renewal at any time, from the membership screen that the consumer shared a screenshot of (the button that shows "reactivate account" shows "turn off auto-renewal" prior before it turns to reactivate account). 
  
  The consumer has the ability to do that immediately after purchasing the subscription should they choose to do so. The consumer wrote into us on 3/16/2024 three times demanding an immediate refund and stating that they were not aware of the renewal or their billing date, though it's obvious from the screenshot that they sent, they did know how to access that information. Despite our terms and conditions that the consumer agreed to, we did give them a full refund of the account so there is no reason for this filing. 

  Customer response

  05/17/2024

   
  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,
  
  *****************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled Macrostax membership and they continued to charge me without my knowledge. By the time I noticed it they had charged me several hundred dollars. I had to search online for their contact email because I did not even have access to the app anymore, as the app has been outdated and the old app I had is not longer in use. I emailed and they said there was nothing they could do and they denied that I ever cancelled, however because the old app is no longer functioning I have no way of proving I did because that was stored in the old app. They said I needed to download the new app and login to cancel. I told them I do not even know my login credentials because it had been so long. I asked if I could please talk to someone on the phone and they said they do not have a phone service, just email. This is really bad business and I do not think they should be allowed to erase the proof of cancellations, keep charging people, and then refuse to provide any means for customers to cancel or even speak to a representative.

  Business response

  11/04/2022

  We spoke to the customer in question via Chat online. They said they thought they had cancelled but were still being charged. Our customer representative checked the subscription and it had not been cancelled and customer had no email confirmation stating otherwise. We do not take cancellations over the phone as we require all cancellation information to be in writing/electronic. It is our policy that the customer is responsible for cancelling and they are made aware of this when signing up and agreeing to our Terms and Conditions. The billing date, renewal amount and ability to turn off the auto-renewal are all in the app (both old web application and new mobile application). All customers were made aware of the switch from web to mobile applications and all login credentials remained the same, so the customer did have the ability to log in but chose not to. As the most recent renewal for the customer in question was on October 21 (two weeks prior to their date of contact) it is our policy to let them know how to cancel but we do not issue refunds. Against our policy, our customer representative did issue a full refund for the last monthly charge which we believe is more than fair. 

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this app approximately one week ago and immediately upon using it, I realized it was not as expected via hype about how this app would work and how easy it would be to use. It is not easy to use and I was very disappointed. Based on the many negative/similar reviews on this site about this company, I believe the company knows it is not as expected, which is why they refuse to refund anyone's money. What reputable company does that? How can you possibly know if a product is what you expected or were promised without ever attempting to use it and see for yourself? I could see if you used it for months and then decided against it, but wishing to cancel within the first week is not unreasonable. When there are this many complaints against a company, it should become clear that this is not acceptable business practice. The fact that you have to do everything via their app (where rules are in small print) is also worrisome. Wow, I really screwed up walking into this one. No other reputable fitness/weight companies that I know of, work this way. I did reach out to the company, but they are closed today. However, after reading so many similar reviews and complaints without resolution via a refund, I decided to go ahead and start the process.

  Business response

  09/06/2022

  The customer reached out to Customer Support on September 5, 2022 as both *************** (through ********* and through our online chat at *******************. Our offices were closed on September 5. However, a customer support representative DID reach back out stating that the names written in by were not able to be found in our system. The customer responded that the name was was under their first initial R and the email was *********************
  
  The customer support representative was able to locate said account, where the name was listed as R. He and found that the customer had signed up through the Apple App Store. The representative instructed the customer that because they had signed up through the App Store, the customer would need to contact the App Store for any cancellation and refund requests as Macrostax is not able to issue refunds or give cancellations through that channel. The customer can also access their Membership screen in the app to clearly see that the subscription needs to be managed through Apple, where a button is linked directly to their Apple Subscriptions.
  
  While we do have a strict no refund policy, we have been lenient when the time period is reasonable and a customer signs up via our website, where we have access to both their subscription creation and payment information. In this particular instance (a subscription through the App Store), our hands are tied as we have no way of accessing customers payment information in order to provide a refund or to cancel the customers subscription on their behalf. 
  
  Screenshots of the conversation and Membership screen are attached as well as the Terms and Conditions that the customer agreed to. 

  Customer response

  09/07/2022

   
  Complaint: 17919575
  
  I am rejecting this response because:

  I have not received confirmation from Apple pay that I will be refunded the amount I paid, or if that is even possible. As I explained to Macrostax, it may take up to 48 for a response. However, if they refund my money at that time, I will accept their response. Until that time, I consider this case unresolved. By their own admission, this business was/is paid the money due them via Apple pay and therefore, they should have the funds in their possession and are most certainly able to refund them. Even more troubling, is the fact that Macrostax disclosed my personal and private information in a public forum on BBB, including my email address, my weight, my age, my ******** name and private messages sent by me to them via a private ******** page and a private FB message: all without my permission. Not only does BBB state that no personal info should be included in their correspondence, but it was done without my permission and I consider that to be a breach of my private information, which also happens to be protected via ******* statues. Please remove all my personal information as stated above immediately. In my mind, this is yet another unethical practice by this company. 

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

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I joined Macrostax on 8/25/22 at 1:25AM. I joined based on the promise of personalized macro breakdowns of the calorie content they would recommend. A few hours later, I was able to review the app and did not find any specific breakdown of their recommended caloric count recommendation. That was the whole point of their app. This was not simply about calories, but the specific macros they would recommend. I went into every section of the app and no where did it list this information - that they purport to provide. Based on that at 3:29AM I replied to the confirmation email and explained that I wanted a refund. A representative replied that "We don't issue refunds due to the front loaded information specific to each individual, including your custom macro plans for all plan (fat loss, muscle gain, maintenance or reverse diet) and activity levels." That is complete bs. Then sent me a calorie count. A calorie count I can get on a number of apps for FREE! I wanted and they promised a macro breakdown. Macros are NOT calories, by sheer definition of any dictionary! Oddly enough, I had read other negative reviews, including on BBB where people complained about their refund process, and one complaint listed here notes that they did indeed provide a refund to a member under similar circumstances. Therefore, there should be no reason they do not do so in my case. This company practices deceptive advertising for what they offer, they do not provide what they claim they will, and then they refused to refund your money when you discover that. This is highly illegitimate and clearly they have structured their advertising and refund 'policy' to sucker people in and then keep their money. I want a full refund and it is quite reasonable when I never even utilized the product because they information they claim to have provided, I could have gotten, literally, at a dozen other sites for free. The information I wanted, that they claimed to provide, was never given.

  Business response

  08/26/2022

  The customer claims that we do not offer macro breakdowns, which we do, very clearly, and are posted at the top of their food planner (daily targets) as well as broken down by meal and visible when inputting food (meal targets) - we have included screenshots of both and also sent screenshots to customer of such. Customer was originally not refunded because we did provide what they said we were not providing, which we feel is worth the $19.99 that they paid. In addition to that, the customer does agree to the Terms and Conditions (uploaded) that the subscription is non-refundable when signing up. The customer was granted an exception and issued a full refund. 

  Customer response

  08/26/2022

   
  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. ↩