ComplaintsforJodi Carlton, MEd, LLC

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We do not want any contact from the business.Initial transaction 10/22 $500 deposit, then 11/3/2023 - $4345 *********** committed to provide an "Intensive" program, which we were told would include Ms.Carlton, "would essentially live **, during the program". This did not happen in any way shape or form.No the company did in no means try to rectify this issue.The nature of this dispute is to fill a complaint against Jodi Carlton, MED, LLC, for misleading us and not holding to the promised responsibilities. We would like all references to Myself and My Wife to be removed from any and all Companies, websites, etc associated with Jodi Carlton, MED, LLC.Additionally, we would like to be refunded a portion of our money for this program. $2500 Please see the attachment for more specific details.

  

  Business response

  01/03/2024

  Hello, and thank you for the opportunity to respond to this complaint.  I would like to acknowledge receipt of this complaint and advise that I will follow-up with a complete response shortly.  Because this correspondence was received during a holiday week, I would like to request additional time to compile records regarding this client's services. I do want to share that I have not been contacted by this client since March, 2023, and at no time has a refund of any amount been requested nor has any request been made to remove videos from my website or other platforms.  I have now removed the requested video links (as well as few others) that reference the client and his wife, but encourage the clients to send links to any additional videos that are discovered to ************************************ Lastly, I would like to say that all contracted services were provided in full. The client and his wife expressed (in writing) that they had both benefited from these services at the end of the contracted time period. They also shared feedback regarding portions of the provided services that they would have preferred to be addressed more specifically. I responded in full to all of the client's feedback at that time, and have not heard from them since. Again, an additional response with written documentation will be provided shortly. Thank you to the BBB for your time and assistance in this matter.

  Customer response

  01/07/2024

   
  Complaint: 21058428
  
  I am rejecting this response because:

   

  January 7, 2024
  *******************************
                                                                                                                                                  ************************************
                                                                                                                                                  ********,** 34715
                                                                                                                                                  *************
  
  Dear BBB,
  
                  Thank you for the actions that you have taken to mediate our situation.  While we do appreciate, **** **********************, taking down the videos and all references to us, we are still requesting our $2500, approximately half of our program cost, be returned.
  
                  Many times,we let Ms. ********************** know throughout this program, that we were not happy with the logistics or the coaching.  We were ensured that this program was Ready, Set, Successful.  Changing formats three different times, of the application that was used for our primary correspondence, this was very disorganized and caused STOPS during the program,  in the middle of our Coaching. 
  
                  Regarding Ms. **********************s response, of not knowing that we were displeased with her services, we have read over the portal conversations, and it is clear that both parties, agreed to never work with each other again.  To us, it shows that she was well aware that we were dissatisfied.  There were also emails written, before the conclusion of the program, concerning, our negative feelings. 
  
                  We would have taken steps to contact the BBB sooner, unfortunately, my wifes foot caught fire with 3rd degree ***** on the top of her foot, on March 25th, about three weeks after completing the program.  This had to be our priority. 
  
                  We will admit that her workshops and courses, that we purchased prior to the program were helpful.  Which is why we agreed to do this program.  We now feel that we may have been taken advantage of. I am Autistic, and we really needed help.  What was received was, in our opinion,manipulation, being told things about each other, which contradicted what the other was told by Ms. **********************.  There was name calling, lies, and it was just a mess. Reading the written words, of those couple months, has given us the thought that we might have been in the very early stages of this program.  When we were assured that there had been many couples.  Although, my wife and I, may have said unkind things about each other at times, Ms. **********************, lost all credibility with us, when she would without informing us, change the wording of what we were saying the in portal, or completely take out comments, again without informing us.
  
                  As I stated before, this really was a mess. We can provide additional information if needed.
  
  Thank you again for supporting consumers.
  
  Sincerely,
  
  *******************************
  
  Sincerely,
  
  *******************************

  

  Business response

  01/10/2024

  January 10, 2024 
  
  Thank you, again, for the opportunity to respond to this complaint made by my former client. Id like to reiterate that I have not been contacted directly by this client or his wife with this complaint nor have I ever been asked for a refund of any services until this complaint was made. The client and his wife last received coaching services from me in March, 2023, and that is the last correspondence I have had with them.
  
  Please forgive the length of this response and thank you for the time allowed for me to prepare a thorough response. I have addressed each and every portion of this complaint to the best of my ability.
  
  All attached documents have been redacted for confidentiality, but original copies can be supplied upon request. 
  

  CONTRACT SCOPE (AND EXCLUSIONS) AND DATES OF SERVICE
  
  The contracted services referenced in this complaint DO NOT include the following services provided to the clients:
  - A 6-week live workshop (Jan-Mar, 2021)
  - Self-Study Courses (paid and free)
  - Discounted private paid coaching ($90 - Reg $200): 10 appts between Sept 8, 2022 and Jan 2, 2023
  - Occasional pro-**** coaching via messaging with the clients wife 
  

  *The discounted rates above were extended to all individuals (and their spouses) who served as volunteer moderators in a private community that I host as compensation for their time. Mrs. ******** was a moderator in this community from June, 2018 through late 2022 .
  
  In October, 2022, I recommended a Comprehensive Relationship Evaluation and 2-month coaching intensive based on the needs of each client as per the private coaching they were receiving at that time. 
  
  11/3/2022: Please see the attached Itemized Receipt for ********** Services paid in full. ($4,345) The rate was discounted (-$700) due to clients long history with my program. Mrs. ******** had previously sent an email to me on 10/21/2022 saying they had chosen to pay IN FULL rather than making a deposit and using a payment plan.
  
  11/7/2022 Please see the attached Signed Consent and Agreement for Services. Regarding outcomes, at no time where the clients guaranteed success as per the clients claim that they were told Ready, Set, Successful. In this type of work (relationship coaching), success is subjective and is dependent on a clients motivation and participation, among many other variables. In the OUTCOMES portion of the client contract it is clearly stated you agree that Jodi Carlton, MEd, LLC and associates are not, and will not be, liable or responsible for any actions or inaction, or for any direct or indirect result of any services provided. Your choice, effort, and motivation to participate in this evaluation and coaching program, and to follow, or not follow, the subsequent guidance received, is entirely your responsibility. The outcomes that you seek are not guaranteed.
  
  11/16/2022 Mr. ******** emailed me with questions about the number of coaching sessions and how messaging would work during the coaching intensive. I clarified in an email response, Regarding the intensive and the coaching calls, yes, there are only 3 actual calls, but also yes, I will be in touch with you very regularly - sometimes daily. We will be interacting through messaging.
  
  1/4/2023: It is documented in the client record that messaging protocols were reviewed with both clients in the first coaching intensive session on Jan 4, 2023. Intensive coaching clients are advised to message me 24/7 and that I will respond during business hours (9-5 pm ET, M-F).
  
  1/9/2023: Mr. ******** emailed asking why I hadnt responded to messages over the weekend. My assistant responded to Mr. ******** with clarification about messaging response times, indicating that messages will not be answered on the weekends.
  
  SERVICES PROVIDED
  
  The services below were all provided in full and as follows:
  
  Comprehensive Relationship Evaluation: $1,545 (Reg $1,845)
  - Total of 18 assessments administered, interpreted, and reviewed (9 per spouse)
  - 33-page Comprehensive Relationship Evaluation Report:  The full report has not been included here, but can be provided upon request.
  - 2-hour appointment on Nov 16, 2022: attended by both spouses to review the evaluation and report
  
  Two-Month Coaching Intensive: $2,800 (Reg $3,200)
  - Dates: Jan 9, 2023 - March 6, 2023: We started intensive coaching a week early on Jan 4, 2023 but continued to work together via messaging through March 9th, giving the clients an additional week; I was flexible with these dates due to their long history working with me and a planned cruise vacation for the clients
  - Three 2-hour coaching appointments attended by both clients: Jan 4, 2023/3pm - 5pm ET, Jan 26, 2023/4pm - 6pm ET, Mar 2, 2023/4pm - 6 pm ET
  - Regular coaching via messaging - Logs and transcripts of the messages exchanged between the clients and myself are saved as part of their client record. The records indicate the following exchanges between the dates of Jan 3, 2023 and March 7, 2023:
  - Mrs. ********: 354 voice and text messages sent and received
  - Mr. ********: 132 voice and text messages sent and received
  - Group messages with both clients: 228 voice and text messages sent and received
  - Total messages sent and received with the clients: 714 
  
  On average, approximately 80 messages per week were sent/received These messages ranged from a sentence or two to 2-3 lengthy paragraphs  Voice messages were sometimes over 2-3 minutes long. Each message sent and received involved time and thought on my part to provide specific feedback and guidance to the clients. I spent approximately 3-4 hours per week messaging with the clients.
  
  The portals used for sending and receiving secure messages did not allow for either party to change or delete the messages of the other party. The messaging platforms were highly secure and encrypted. As with any messaging system (email, text, voice) a receiving party cannot make edits to the sending partys messages. I did not at any time make any changes to the clients messages, as alleged.
  
  The platform changes that the clients referenced were due to administrative changes with billing/scheduling vendors. Although I agree it was an annoying inconvenience (for me as well) that happened to coincide with the clients coaching intensive (as well as other couples), at no point were they unable to communicate and interact with me via text/voice messages or to attend scheduled appointments (as evidenced by the volume of messages sent and received, noted above). The administrative changes were business decisions and were unrelated to the length of time I have been providing coaching services (as was alleged in the complaint).
  
  Additional coaching sessions: The clients requested three additional coaching sessions during the intensive that were provided in addition to the contracted appointments. I extended the previously discounted rates of $90/hour (Reg. $200)
  - Jan 3, 2023: 1-hour appt with Mrs ******** - my records indicated explained messaging in client portal
  - Jan 19, 2023: 1-hour appt with Mrs. ********
  - Feb 8, 2023: 2-hour appt with both clients
  
  TRAINING, QUALIFICATIONS & MENTAL HEALTH TREATMENT VERSUS COACHING
  
  In his complaint, Mr. ******** claims that I am not a therapist or coach and that I made diagnoses that I was not licensed to make.  In all communication with the clients about all coaching services provided in the past and under this contract, I have clarified that I have a background, training, and considerable experience as a licensed therapist for almost 20 years. The **************** **************************** can confirm that I was licensed between the years **** - 2019, at which time I voluntarily placed my license on inactive status (this was because I had begun providing coaching services worldwide and was no longer practicing as a mental health clinician). The clients service contract and all terms on my website (including a consent checkbox when appointments were scheduled by clients using the online scheduler) clearly state that coaching services are not a replacement for psychotherapy or mental health treatment, and that no mental health diagnosis will be made during coaching for medical purposes. 
  
  The following is an excerpt from the attached signed contract: You [the clients] acknowledge(s) that, although Jodi Carlton, MEd, LLC and associates have held licenses in the field of therapy and counseling, coaching does not involve the formal diagnosis or treatment of mental disorders as defined by the ******************************** and that coaching is not to be used as a substitute for counseling, mental health care, substance abuse treatment, or other professional advice by medical or other qualified professionals. It is your exclusive responsibility to seek such independent professional guidance as needed. You additionally, acknowledge that coaching does not prevent, cure, or treat any mental disorder or medical disease.
  
  At times during the coaching process, I made reference to observed mental health symptoms or diagnoses that were previously known to the client(s), both of whom had a long history of psychotherapy, psychological assessment, and mental health diagnoses and treatment. I made recommendations for any mental health treatment that was needed by other providers for mental health symptoms and concerns. Although my scope for working with these clients was of a coaching nature, it would have been irresponsible and unethical for me to ignore the clients mental health needs and to disregard my professional knowledge of mental illness when referrals and recommendations were warranted.
  
  PROFESSIONALISM 
  
  Because the clients have made specific allegations about my professionalism, it is necessary to share some written exchanges with the clients (names have been redacted) that would otherwise be considered confidential. By making false claims, the clients have nullified their rights to complete confidentiality in the review and mediation process with the Better Business Bureau, but I have taken efforts to ensure that the identifying information has been omitted. 
  
  END OF PROGRAM  EMAILS AND MESSAGES
  
  March 4, 2023 Mrs. ******** via SIGNAL MESSAGING: With 3 therapist we got NO where  until youI feel fortunate, that we could accomplish with you in two months, what we could not do, being in therapy since our 2nd year of marriage . That means for 27 years we wasted a ton of money. We still have a lot of work to do. We DEFINITELY have the tools. Now we have to choose to use them. And be prepared to use them double time , as we each work on our individual healing.  I will say , what I could not say in a very long time - between you and [my other therapist], I feel on solid footingThank, ****, for everything.
  
  March 4, 2023 Mr. ******** via SIGNAL MESSAGING: Going through this intensive program has shown me many thingsbut the most important thing it has cemented that fact the I love [my wife]. I love [her] so much and thank [her] for going on this journey with meThank you, again [****] for helping us build better communication.
  
  March 9, 2023 Mrs. ******** on SIGNAL MESSAGING: I received a voice message from Mrs. ******** saying she had some end of program feedback. She noted that she didnt like the way I had handled some of the challenges and issues that were addressed during our work together. She also expressed frustration that I changed platforms used to provide coaching via messaging part-way through the program. She ends the message with I wish you the very best in your programTake care of yourself and blessings.
  
  March 9, 2023 I received an email from Mr. ******** stating that he felt I had not held him accountable for his behaviors as much as he preferred and also said he felt I had focused on Mrs. ********* behaviors in a way that was unnecessary. He ended the  email stating that he and Mrs. ******** both knew they still had work to do individually and together but that they were doing well and putting to use what they had learned from working with me.
  I have chosen to attach the following emails for review by the BBB, but ask that these emails not be made public to protect the clients privacy and personal information. 
  
  March 13, 2023: Please see attached Email # 1 - My response to both clients' messages on March 9th.
  March 18, 2023: Please see attached Email # 2 - The final email received from both clients.
  March 20, 2023: Please see attached Email # 3 - My final email response to the clients and the last communication exchanged.
  
  The attached emails will demonstrate that I remained professional in my interactions with the clients at all times, despite receiving correspondence from the clients describing me as yelling, unprofessional, insulting, putting limitations on [the clients], taking sides, treating Mr. ******** like a child, and being fixated on my own agenda. I was referred to as disgusting for going after Mrs. ******** and being on a witch ****. The clients indicated that I was unable to look at myself or to stop making excuses about being wrong on my approach and on certain issues.
  
  I would also like to draw attention to the clients reference to Mr. ********* behavior of lying and manipulation, and particularly to the following statement he wrote about himself in attached Email # 2: ...my lying comes from a lifetime of lying and manipulating and getting away with it.  I lied and was manipulative to all my past therapists, in one form or another, including you. I feel this acknowledgement of dishonest, manipulative, behavior is paramount in considering any subjective allegations from Mr. ******** about my professionalism and the services I provided to him and his wife.
  
  Please note the boundary that I set in my last attached Email # 3 to the clients, stating that I was no longer willing to work with them at any time in the future due to the abusive emails I received from them shortly following the end of the coaching intensive.
  
  RESPONSE TO REFUND REQUEST 
  
  In conclusion, as previously stated, at no time did the clients indicate in written or voice communication, or during live coaching sessions that they desired to stop the coaching program or that they wanted a refund for any of the services that were provided. Also, please note that I extended $1,110 in discounted savings to the clients for all of these services.
  
  The attached contract clearly states: Unhappiness or dissatisfaction with **** Carltons professional expertise or coaching methods is NOT grounds for termination for a refund. Moreover, the clients, themselves, breached many portions of their signed contract during the coaching intensive including the following outlined expectations:
  
  - Provide honest and truthful information on all assessment questions and during the assessment interview, as well as in on-going coaching.
  - Be open to receive my observations and guidance about your personal traits, characteristics,and behaviors.
  - Conduct yourself on video calls and in messages with care and respect, and without harassment or verbal attacks/abuse toward your partner or myself.
  

  All contracted services were provided in full by me. The clients are not in any way *********** a refund.
  
  Also as stated in my initial response to this complaint, at no time (prior to this complaint) was any request made to remove video clips of Mrs. ********* testimonials and guest podcast episodes. Mrs. ******** approached me on multiple occasions asking to share publicly about how her relationship had improved using the tools and skills she had learned in my coaching program.  All video clips and podcast episodes have been removed to my knowledge. If the clients discover any additional clips that were overlooked, I ask that they send a request to ************************************ and the clips will be deleted.
  
  FINAL THOUGHTS
  
  I believe all consumers/clients have the right to due process regarding services received by providers and professionals. However, consumers do not have the right to lie about providers and services received in order to seek refunds or to be vindictive when disappointed about processes and outcomes. This complaint is disparaging, and I would like to emphasize that the clients are in breach of their contract by making false statements about me and the services I provided.  I would also like to formally, with the Better Business Bureau as witness, state that the clients are bound by their signed contract to refrain from disparagement on other public platforms, and are required to use mediation services such as this one to settle any disputes.  The clients false claims put other people at risk of not receiving needed help in an area where there are very few specialists. My entire career has been dedicated to helping people and I put tremendous energy and time into helping these clients, as well. I am sad and disappointed for them that dishonesty and poor choices are an ongoing challenge. However, I am not going to compromise my own standards and boundaries because of their choice of behavior.  I respectfully ask that the Better Business Bureau carefully consider all that has been shared and hope this matter will be resolved soon.
  Thank you for your time and consideration.
  
  **** Carlton, MEd
  Neurodiverse Relationship Expert & Coach
  

  
  

  Customer response

  01/18/2024

   
  Complaint: 21058428
  
  I am rejecting this response because:

   

  Please see attached letter.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I hired **** Carlton as a marriage coach. We paid up front $4560 for this coaching process. Once we started coaching with her, her process did not work and quickly fell apart. Her coaching was strictly via text with once a month video call. When I ****** started to ask questions regarding the purpose of her process **** accused me of verbal attacks and cancelled out coaching. I did question that she may be a hoax and I did question her reasoning for her process. **** refused to refund anything until my husband reached, she did refund $1,140. We are requesting the remaining $3,420.

  Customer response

  11/30/2022

  contrace attached

  

  Business response

  12/12/2022

  Please see the attached documents in response to this matter.  My apologies for the delay in responding - I do not have a record of receiving a notice of this complaint until this second notice was issued.  Please contact me at *********************************** if you have any difficulties accessing the attached documents.  Thank you.

  Customer response

  12/12/2022

   
  Complaint: 18472845
  
  I am rejecting this response because: She is not offering us our refunded requested. She is offering us nothing. For some reason **** could not work with me and continues to accuse me of becoming aggressive with her which I adamantly deny. I was never aggressive with her. 
  
  Sincerely,
  
  *******************************

  

  Business response

  12/16/2022

  Please see my attached response.  Thank you and please don't hesitate to contact me for additional information, if needed.

  Customer response

  12/16/2022

   
  Complaint: 18472845
  
  I am rejecting this response because: At this point in time it appears that **** Carlton is unwilling to issue us our requested refund. We do not see any reason to go back on forth with her name calling and threats. We deny any allegations that **** Carlton has made against us (****** or ****) and her current threats are concerning. We thank the BBB for trying to help us resolve this issue. We consider this case unresolved and closed with the BBB. We will seek other action to resolve this dispute.
  
  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. ↩