ComplaintsforRothrock Enterprise LLC

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an agreement with a fitness company for individual self coaching to lose weight with a 100% money back guarantee if I was not satisfied with the results at the end of the 16 weeks. I never would’ve done this program and spent $2000 if there wasn’t a money back guarantee if I was not satisfied. They are claiming that their money back guarantee does not go to this program and that I did have results. They are using the video recording of week 8 when I stated that I went out and bought new clothes and that I did feel better because I was drinking more water and my body was becoming toned and that I had lost 11 inches - what they are leaving out is that in the later videos messages and mails I communicated that the clothes that I bought were a size larger than what I normally wear. Along with the results that I started to see at about week 8 started to declined at about week 10. When I was also told that the goal I had went into the program with of losing 20 pounds (that I was told was very achievable in 16 weeks) would not be achievable and I should change my goal and be happy with other results that I was having - I continually try to express my frustration with the program stating that I wasn’t happy and my clothes didn’t fit - through Messenger and a little bit in the videos but I was told that I needed to stay coachable. So I shut up and did everything my coach asked me to do in the 16 weeks so that I could get a refund yet they are refusing to give me one! I explained before signing up that my body normally started to show results when starting something new then would Plateau and go backwards which is exactly what I did in this program and they assured me that they’re coaching could get me past that and give me the results that I was looking for - they were not able to deliver that - so I would like a refund and to move on with my life - not to be bullied by this company and lose both my money and lack of results. Thank you

  Business response

  05/04/2022

  Melissa,

  Thank you for your time over the phone today and calling me back.
  
  As a business owner in the health & fitness industry since 2018, this has been our very first customer client, to date. It was very disheartening to hear about our customers' issue when our team does everything in our power to put customers' success above all else. Otherwise, we would be in the product based business, not service.
  
  Unfortunately, our customer's claim does not add up with the agreement she signed upon coming on board our coaching service. We have informed her 4 weeks prior to this that she did not qualify for a refund with our service. Not to mention, even if she did, she did not abide by the terms in our agreement for a refund to be permitted.
  
  Since customer success is top of mind for us, which is how we are able to generate more business (by high customer success), we also went to the extent of offering our customer the option to continue working with us until she was more satisfied than she had already stated she was to her coach in weeks prior.

  For full proof, I will attach the client's signed agreement, a call recording, a screenshot of the conversation from our coach and client together, as well as a screenshot of the client's incomplete action steps with her nutrition. 
  
  1) The agreement specifically states that in order to qualify for a refund, the client must complete all action steps given by our coach. I.e. completed scheduled workouts, weigh-ins, daily calorie range, etc. This particular client did not meet her daily calorie limit numerous times throughout the 16 week period. So due to non compliance in this area, the client is automatically disqualified for a refund since this is one of the few requirements that needs to be followed correctly each week, not just some of the time.

  2) The call recording contains verbal proof that the client is making progress which she voices to our coach. This takes place during the following time frame of the call: 12:30 - 14:45. ********************************************************************************** 
  
  3) The screenshot of the convo between the coach and client demonstrates another form of proof that the client is making progress and is pleased during this point of our service.
  
  4) The screenshots of the client's calendar shows where just during the first week she did not complete all of the action steps correctly with her nutrition. I.e. On the 27th of December she should have consumed 1,600 - 1,650 calories but consumed 2,009. The second screenshot demonstrates a similar issue where her set amount was 1,600 - 1,650 and she went over again and consumed 1,769 on the 30th of December. The third screenshot of this form contains the same thing as well, as the client was supposed to consume 1,600 - 1,650 but ate 1,904 calories on the 1st of January. I could list more but it wouldn't be necessary since this automatically disqualifies her for a refund. 

  
  Please let me know if you have any further questions. Thank you for your time.--

  Brandon R*******

  Founder / CEO of B-Lean Fitness

  Rothrock Enterprises LLC

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