ComplaintsforAdam Wright Fitness

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On July 28, 2023, I was charged $300 by Adam Wright Fitness for a renewal of a meal plan subscription. However, the company failed to provide a notice of renewal. I had no intention of continuing to use this company as the program did not suit my needs and was not accurately represented to me from the beginning. For example, after talking to one of their representatives, I understood that I would receive weekly meal plans for 3-months under the service I bought. However, only after I had paid in full (and initial $300) and been on the plan for more than 2-weeks, was I informed (after having to ask the question), that they would only provide 1 meal plan for an entire month, i.e., 3 meals plan total, rather than 12. The fact that my plan was misrepresented to me from the beginning is an issue in itself. However, my primary compliant and reasoning for filing this dispute is that the plan was renewed without any advanced notice or reminder of renewal, nor was there any receipt sent after the transaction had gone through to inform me that there was a transaction made to my credit card. When I brought this up to the company, their first response was that they would not be able to provide a refund. When I informed them that I would be submitting a complaint to the BBB, they said that they still couldnt give a refund because they arent part of the BBB, but they could offer me a coupon. The offer was asinine because I dont use their services nor intend to ever use them in the future. Ultimately, I chose to file this complaint with the BBB so that other future and current subscribers are aware, particularly if this has also happened to them and/or so new subscribers are fully aware before making their subscription decisions.

  Business response

  08/10/2023

  To whom it may concern,
  
  We have taken the time to carefully review the complaint filed on July 28, 2023, and would like to address the specific concerns raised by the customer.
  
  1. **Notice of Renewal & Recurring Membership**: Upon signing up for our program, every customer is presented with our terms of service. Within these terms, it is clearly stated that the program is a recurring membership. Additionally, our policy highlights that no refunds will be given outside of 7 days from the initial purchase. The customer had agreed to these terms upon subscribing.
  
  2. **Misrepresentation of the Program**: We aim for complete transparency in our offerings. While the customer believed she would receive weekly meal plans, our program description clearly specifies the nature and frequency of the meal plans. Any misunderstandings could have been resolved with our team before the purchase.
  
  3. **Transaction Receipt**: We always send a transaction receipt after any charge. It's possible the email containing the receipt ended up in a spam or promotions folder, which can happen with automated emails. We will investigate this matter further.
  
  4. **Refund Policy & Customer Communication**: Our refund policy, which is agreed upon during the purchase, states that refunds aren't granted outside of the initial 7-day window. When the customer voiced her concerns, we responded within the boundaries of our established policies.
  
  We strive to provide transparent and high-quality services. While we regret any confusion or dissatisfaction the customer may have experienced, our actions and policies were consistent with the terms agreed upon at the point of purchase.
  
  Sincerely,
  
  Adam Wright Fitness
  

  Customer response

  08/10/2023

   
  Complaint: 20442013
  
  I am rejecting this response because, as my complaint originally stated, the fact that the business does not provide a notice of renewal nor a receipt after charging someones card again, is, to me, dubious business practices. If the small business run by one person that I have a subscription with can adopt such a practice, it would seem a larger operation like this shouldnt have an issue being transparent. I reject their idea that they are transparent, because again, a transparent company would, in the least, provide receipts of transactions, particularly ones that are $300. I want to ensure that my complaint is public and available on the BBB site so others can learn from my experience, particularly as I know just how hard it is to make ends meet these day. What may be a drop in their bucket, is a hardship for others like 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. ↩