ComplaintsforPHD Weight Loss

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for their program after talking to them by phone. I had asked if I could sample their food beforehand but they said no. However, they connected me with a current client who stated the food was very good and she had been very happy with the program. I let them charge my account and received my first box of food. It wasn't really food. It was a bunch of packets of powder which all tasted the same, like cardboard. I called for the coach and told her that I could not eat this "food" and that I was nauseated all the time. I asked to stop the program and get at least some of the money back, but after several phone calls they said they could not give me any kind of refund because I signed the contract which says they have a no refund policy. They would be happy to make a meal plan for me with my own food, which I will have to pay for while not getting any more food from them. They had set an unreasonable amount of weight that they said I needed to lose. It was going to take months before I could achieve that weight with their terrible food. In the meantime I couldn't even eat a piece of fruit on the plan for an undetermined amount of time. This seems like a total scam to me. I could hire a nutritionist for a fraction of the $6200 I have paid them and can't get back.

  Business response

  11/17/2023

  Hi ****,
  
  In the PHD Weight Loss Informed Consent Form that you signed, underlined it states: *************** of the PHD Weight Loss ******* has nothing to do with the number of pounds an individual loses but is predicated upon the estimated number of weeks on the program necessary to reach your unique Optimal Weight".  Another section states: " We also understand that we are practicing in the field of addiction and there are no exit doors to recovery, thus our general refund policy is that all payments for PHD services are non-refundable".  
  
  On our life change commitment document that was reviewed and signed, it reiterates: "We also understand that we are practicing in the field of addiction and there are no exit doors to recovery, thus our general refund policy is that all payments for PHD services are non-refundable. By entering into this informed consent agreement, you are agreeing to our no-refund policy." and says to not start the PHD ******* unless you are committed to collapsing the fat-mass.
  
  We make sure that our policy is very clear in many places and visible for our clients.  
  
  This is unprecedented, yet as a sign of good gesture, we will move forward with a refund with you in regards to the misunderstanding. We will be in touch with you on your refund.
  
  Thank you,
  
  PHD Weight Loss
  
  

  Customer response

  11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The PHD weight loss program was touted to me as vegan-friendly and their salesperson said they had "tons" of vegan options and their staff was very knowledgeable about a vegan lifestyle. Their literature states they will create a customized meal plan for you. and that it "provides 85% of your food at no additional cost". The customized meal plan that I received was not adherent to a vegan lifestyle. For example, it stated that I should try to eat a rotisserie chicken. There are only 2 food items in their more than *********** that are vegan. This will not supply 85% of my food needs, as advertised. Their literature states that I would receive weekly, personalized coaching; It is week two and I have not yet met my coach. The coach that filled in last week indicated that she was very knowledgeable about vegan lifestyles and indicated she would send me vegan-friendly food. I want to note that this same counselor told me that a number of items on the food list were vegan, including the wild ***** punch, and the cream of tomato soup so she sent these to my house. Neither of these are vegan. Both of these products contain both whey and gelatin. I clarified with her prior to her sending the products that they were vegan stating, "Are you sure they are vegan and not vegetarian?" She responded, "Yes they are vegan." I had to throw all of this stuff out.It is strongly suggested that I enter my meals in a food log. The food log does not list very many vegan food items, so I cannot really use this resource.I feel like for a ton of money, I received a piece of paper with a diet on it and that is it. The product delivered is not as promised.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 13th I met with the staff at the Lake ****** (********) ** location of PHD Weight Loss. I was told that I would need to be in a 32-week program to lose the desired weight needed. They told me it would be $8,800. I told them I only wanted to pay for one month up front, $1,100 to see how things go. Part of that money I paid was supposed to cover enough food for breakfast and lunch for the first week. I was only given enough lunch food for 4 days. I told them about this, and they said, "just eat the breakfast food for lunch also as they are interchangeable". I told them I didn't really want to eat oatmeal and cereal for lunch as I had just eaten that for breakfast but that was their suggestion. I was not happy with the program as I was not given the proper amount of food and the results after one week were not as expected. I notified them I wanted to cancel the program after the first week and I requested a refund for the remaining three weeks that I had paid for, $825. They refused and told me they don't give refunds although #1 they never mentioned that in our meeting and #2, I signed a piece for paper that said the monies paid was for the number of weeks you are in the program and not for the amount of weight that you drop. Therefore, by their own paperwork I should be due my 3 weeks of unused program services that were remaining after cancellation. All they would tell me no; we are not going to refund your money. I am requesting my $825 be refunded.

  Business response

  06/14/2023

  Hi *****,
  
  Thank you for sharing your feedback with us! We are saddened to hear that you did not feel satisfied with your experience. Our senior coaches ***** and *** worked with you diligently before you started your program to ensure you were ready and set up for success. The first few days, and sometimes weeks, we tweak and manipulate meal plans as everything is just a starting point. It takes time for us to learn what is going to work for you and your schedule. 
  
  Since you never returned to our office, we were not able to see your true progress and there was no opportunity to make tweaks and adjustments. 
  
  We have a no refund policy as stated in our informed consent and life change commitment documents you reviewed and signed when you returned to PHD to get started.

  We wish you the best of luck in your weight loss journey.

  Customer response

  06/14/2023

   
  I am rejecting this response because: I also signed a document that stated that I would be charged for the amount of time I was in the pogrom, not the amount of weight I lost. Therefore based on that document I am due a refund for the unused time in the program that I paid for. 
  
  

  Business response

  06/16/2023

  Hi *****,

  In the PHD Weight Loss Informed Consent Form that you signed, underlined it states: *************** of the PHD Weight Loss ******* has nothing to do with the number of pounds an individual loses but is predicated upon the estimated number of weeks on the program necessary to reach your unique Optimal Weight".  Another section states: " We also understand that we are practicing in the field of addiction and there are no exit doors to recovery, thus our general refund policy is that all payments for PHD services are non-refundable".  
  
  On our life change commitment document that was reviewed and signed, it reiterates: "We also understand that we are practicing in the field of addiction and there are no exit doors to recovery, thus our general refund policy is that all payments for PHD services are non-refundable. By entering into this informed consent agreement, you are agreeing to our no-refund policy." and says to not start the PHD ******* unless you are committed to collapsing the fat-mass.
  
  We make sure that our policy is very clear in many places and visible for our clients.  
  
  This is unprecedented, yet as a sign of good gesture, we will move forward with a refund with you in regards to the misunderstanding. We will be in touch with you on your refund.
  
  Thank you,
  
  PHD Weight Loss

*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. ↩