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:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 company has provided absolutely no services to me since signing up for their service last March 2024. I have had multiple advisors who are unreachable and cancel scheduled appointments or have no availability for weeks or months. In November of 2024 after having no investment advice since June, when my last advisor left the company, I finally moved my assets out of facet to seek advisement elsewhere. Since then I have had no contact with an advisor. I was told at our initial meeting in March of 2024 that I would have monthly check ins and tasks to complete advising me on where to invest my money but that has only happened one month out of the 12 in May 2024. This company is making false promises as far as what to expect and now has charged me another membership fee for an additional year when I dont use the services. I want my membership fee returned as I want nothing to do with the company and have less in assets at this company than the membership fee they have charged. I was not properly notified of the recurring costs and was not made aware of this when I signed up last March 2024.

  Business Response

  Date: 03/26/2025

  Thank you for bringing this to our attention, ****** We're truly sorry to hear that your experience wasn't what you expected, or what we aim to deliver. Its never our intention to be difficult to reach, or not provide the financial guidance were set-up to provide. We strive to provide exceptional service, and we can clearly see we didn't achieve that in your case. Your feedback is very important to us, and we're committed to resolving this and keep it from happening in the future. A member of our team will reach out to you in the next few days to discuss your concerns and work towards a solution.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair 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.

  Facet has been the biggest promise with no delivery and it is a borderline scam. We were told they could help us set up a financial plan for our family to save for retirement, pay off loans, and save for our kids; they said they would be able to help with tax filing as well, which was valuable as my spouse does contracted work. We paid our fee and put in that we really need/prefer a night/weekend ******* (which was an option provided). Our first ******* met with us once, then cancelled for a migraine, then quit. Our second ******* ONLY made appointments during business hours and it was a huge problem to try to get us all scheduled. She also provided no assistance in planning, gave us two "options" for saving which were identical, then tried to force us to open all our accounts under **********************. We asked for clarification on that plans and received none. She then admitted they don't help with taxes. We decided then we wouldn't renew, but tried to set up another meeting for what her "plan options" were, then she quit and we were ignored for months. When trying to get my *** out to another institution I hit account connection errors, and received no assistance when emailing or calling (as nobody would respond). I called my new institution and they fixed it for me. Now I can't even get hold of someone to get my account fully closed before they start charging me a "maintenance fee" for housing my **** Terrible waste of time and money top to bottom, they are not financial *******s in the slightest.

  Business Response

  Date: 01/22/2025

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns regarding your *** transfer so that you are not charged the maintenance fee.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair 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.

  On 11/13/24 I attempted to close out my Fcet acccount and roll an existing SEP *** to a different brokerage firm. When I log into my facet account, I automatically am sent to the account renewal page and cannot access my account balances or roll my account. I have reached out to via email Facet on 11/17, 4 times on 11/18, and left messages again today.Everytime I get a reply I'm told the situation is fixed but I still cannot login making it impossible to access my account and move my money.

  Business Response

  Date: 11/20/2024

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. We believe we have resolved your issue and a member of our team will reach out to follow up with you. 

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  Signed up for their financial advisor services. $6000 paid. They do nothing. Delay everything. They're clearly trying to delay until the 30 day money back guarantee ***** I cancel. I receive notification that things have been canceled. I can't login anymore (which is understandable) but I haven't received my money back and can't contact anyone now.

  Business Response

  Date: 10/18/2024

  Dr. ****,

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. Your refund is currently being processed and a member of our team will reach out to keep you updated.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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.

  Facet company lied to me about how they were able to help me with my 401k and they have done nothing to help me the way that the initial conversation was supposed to be. So I would like a refund for the services that they are not providing

  Business Response

  Date: 08/08/2024

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair 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.

  In March of 2024, after hearing about Facet Wealth from ***** ***** on his weekly podcast (they are a sponsor), I reached out hoping to find a service that would assist in taking a lot of the financial management off of my plate. Our situation is somewhat complex with several rental properties in our portfolio as well, and I also was looking for help in managing those from a financial perspective - I was told during the sales process that all of these services (as well as tax advice) were in scope for the $3,000 annual fee and I would have a dedicated financial advisor and other resources who would be there to support and answer any questions we have along the way.After signing their contract, I received access to a portal where I uploaded and provided access to our financial accounts, thinking this was going to enable our financial advisor (with our permission) to manage our money the way we had discussed. What I learned in the intro session was that not only was this really just an information gathering mechanism for them, but that the "financial strategy" roadmap they provide is really also Facet attempting to have assets transferred to them, rather than with our existing financial institutions. There was also no support with regard to the rental properties (which was the reason I was told by sales that our fee was higher). After 2-3 30 min meetings, each one which was a circular conversation where we reviewed the same details that were in the portal, I expressed my unhappiness with the service. At this point, it was clear many of the promised capabilities were not in scope and the 30 minute sessions that had to be scheduled a month in advance are not sufficient to tackle the complex questions and strategies needed. The attention promised was not provided and there was no guidance, only a fancy platform that quite frankly I can get for free elsewhere. I've asked for a refund and been ignored and it's impossible to get anyone on the phone.

  Business Response

  Date: 07/26/2024

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. We hope this has been resolved to you satisfaction.

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 sought out Facet for two things mainly: 1) investment advice and actual help with transactions and 2) to help me figure out how much money I needed to have for retirement and how long that would be. What I got was 30 minutes a quarter to talk to someone who never got me to that place. I wound up having to research the retirement savings question on my own because I couldnt seem to get real help on that. Furthermore, I thought I would meeting with the advisor monthly. How can you get things accomplished meeting once a quarter for 30 minutes? He always had to jump off because he had someone immediately after me. All he did was talk and didnt deliver what I needed most, but I kept trying until this time around I said enough because it is wasting my money. I dont have enough for retirement as it is and its almost here. Instead meeting me where I was for what I needed, he sets the agenda and spent a session that costs me $600 for 30 minutes talking about setting up a budget as if I am 20 yo novice. Every dime of extra money I have is going to pay my childs college tuitionthats my budget. This is indicative of how out of touch my advisor was with my current reality. ultimately not meeting my needs at all. I was surprised when my membership was auto renewed with no warning, no indication of anything, I guess its kept well hidden for a reason. In advance of our first meeting after I realized it auto-renewed, I tried to cancel it and was told there are no refunds. How can you not get a refund when you havent received any services yet since the membership auto renewed? This is not a small **** its $2400! That is scam-like behavior and certainly not professional and reputable. I have no interest in continuing with this company. This is a predatory policy. My first meeting since the auto renew is supposed to be next week. I have no interest in meeting with my advisor. I should not be forced to have a relationship when I dont want it and do not trust them

  Customer Answer

  Date: 06/24/2024

  Facet has canceled my membership effective June 22. 2024. I have no idea what the terms are because whatever they communicated to me is still behind the facet firewall and it requires a login to see it, but they have eliminated my account so I cant even see what the message was.  I have no idea if this includes a refund because I dont know what their communication was.  I dont have an email for ***** ********, who is the one who sent me the message because again everything is done in their app.  Can someone just please send me a new email without having to do it behind the facet firewall so I know whats going on since I can no longer get in to see it?  This format is not user-friendly. Im left stuck wondering whats going on.

  Business Response

  Date: 06/26/2024

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns. 

  Customer Answer

  Date: 06/27/2024

   
  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

  Date:01/24/2024

  Type:Product 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 contacted facet wealth and had my initial interview. I told them I only wanted money management and they ignored that and offered me a higher rate. I asked what their refund policy is and they said if you pay in full you can get a full refund. So I did I paid the full amount and tried to make an appointment with an advisor. After I tried to make an appointment and they are not available during full HST I went to cancel only to see that they do not offer refunds.

  Business Response

  Date: 01/26/2024

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team has reached out to resolve your concerns.

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service 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 started my membership with Facet with high hopes that they would hand hold me through the getting a plan set in place for my finances. I was promised from my planner that they would explain my financial plan and make sure that I understood every decision to best suit my financial goals. Per the Client Agreement, the "Planner" (Facet) shall provide the Client with the financial planning and/or consulting services as designated by the Client (****************). It is 12/18/23 and I've only ever had 2 in person consultations since I've signed up 8/19/2023. I still have no financial plan, only a joint investment account that was opened without any explanation from my "dedicated" planner. My planner allegedly "left" the company (10/27/23) before my 3rd in person appointment was set, and the soonest appointment I could get with my new planner wasn't until 12/5/23. Facet promises "real-time connectivity to your Facet planner between meetings" (****************) and I have to wait days to get a response from my planner through their website. Needless to say I'm very disappointed with the service as Facet has yet to uphold to their agreement. I would like a refund for the amount in full of $2,400 dollars.

  Business Response

  Date: 12/29/2023

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. However, we acknowledge that we may have not fully met these goals in your case. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have paid $2500 for facet wealth for finacial planning. I have not received the services promised by the facet. The financial planner was not able to provide me the picture and the tool itself is so confusing. Despite of providing tons of information including all my expenses and what I am required out of this engagement I have not recieved the services. There are no goals created for me so far in the tool and my planner was not able to walk through the facet portal. Facet promised to open the borkage account and invest my money. There was no action taken on this in last one year. I have asked about the college planning questions and not received satisfactory response. I have asked about the will and trust but my planner kept telling me that he would connect to the corresponding team and no action taken so far. The tools shows the planner availability and when you try to book the calendar it says the time is not available. It was really hard to get the planner calendar and I have not received responses timely and even sometimes it took weeks. The messaging is so confusing and I reported this to Facet and they are working on it. It is still confusing. I brought all this facts to the facet notice in the middle of the year and they promised to earn my business. Recently I have got an email from my planner that he is leaving the company. The financial planner is overwhelmed in the company and they are not able to serve customers. I need the confirmation from Facet of purging all my infoamtion and I need my full money refudned.

  Business Response

  Date: 12/28/2023

  At Facet, we are dedicated to offering exceptional financial planning services aimed at enriching your life beyond expectation. We constantly endeavor to ensure that engaging with Facet is not only effortless but also enjoyable. We genuinely appreciate your feedback regarding your experience, it plays a vital role in helping us improve. A member of our team will reach out to resolve your concerns.

  Customer Answer

  Date: 01/02/2024

  
  Complaint: 20969460
  
  I am rejecting this response because: Facet refunded the prorated fee till July but this is not acceptable. I want to request a refund of the full fee. If there is no substantial output then it does not matter how many hours of consulting Facet Wealth has provided me. The outcome must be measured based on consulting results not the consulting hours. This is not client issue but the financial advisor issue. After consulting for so many months Facetwealth was not able to provide the concrete financial plan and actionable tasks. There were several queries never answered despite multiple follow ups. I also noticed there were several complaints filed against facet wealth recently where facetwealth has refunded the full money back. Why is company not paying my full refund? I would appreciate the refund. 
  
  Sincerely,
  
  **** *****