Complaints

This profile includes complaints for V Shred, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  V Shred, LLC

  Las Vegas, NV 89103-5239

  
• 

  Sculptnation

  10750 Denton Dr Dallas, TX 75220-1516

• 

  Sculptnation

  10750 Denton Drive Dallas, TX 75220

• 

  Vshred

  510 Townsend St San Francisco, CA 94103-4918

• 

  V Shred LLC

  10750 Denton Dr Dallas, TX 75220-1516

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:04/20/2023

  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.

  I originally purchased the VShred program and supplements on 4/18 totaling $256.00. Almost immediately, I requested to cancel the orders and requested a full refund. I have sent 10 emails between today (4/20) and the purchase date of Tuesday 4/18. I sent these emails to their support department and have even copied the email addresses from the numerous emails I received and I still have not received a response. I attempted to call and speak to a person and was met with a general message stating they do not have telephonic customer service and referred me to contact their support department. I have done this several times. No one has responded and the $256.00 is still missing from my account. I wish to have this amount reimbursed immediately. I should t have to repeatedly send emails asking for a cancellation and a refund.

  

  Business Response

  Date: 04/20/2023

  At our company, we handle all client concerns with a sense of urgency and strive to provide a timely resolution that covers all their adjacent issues. We believe that our clients' time is valuable, and providing them with an exceptional customer experience is crucial to building a long-term partnership. To ensure transparency in every process and clarity in every transaction, our refund terms and conditions are stated online. We believe that this will ensure customers' expectations are met accordingly and provide higher value to the services we offer.
  We stand firmly behind our programs and the results they yield. If a client is not satisfied, we will refund their payment within 30 days from the date of purchase for the majority of our programs. However, our Custom Diet & Training programs, as well as the Contest Challenges, are non-refundable. Clients may refer to our Terms and Conditions at ******************************************************** for our full refund policy.
  As we are currently experiencing a high volume of contacts, our wait times are longer than usual. However, we have acknowledged receipt of the client's email and set proper expectations that we will get back to them as soon as possible. Rest assured that we will attend to their concerns and honor their initial email request, as we answer all inquiries in the order in which they were received. We are doubling our efforts to provide an immediate resolution to every customer's concerns. As such, we have opened our chat support line for urgent matters that require close attention. Clients with urgent concerns may reach us through this channel during business hours for real-time assistance.
  In response to the client's request, we have processed a full refund for the digital program today. We have also honored the initial cancellation request for the supplements, and a full refund has been processed as well. All refunded transactions should reflect on their account within **** business days or depending on their bank's refund timeframe. An email confirmation has been sent as proof of the refunded orders.

  Customer Answer

  Date: 04/21/2023

   
  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:04/20/2023

  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.

  Vshred is actively advertising on several platforms. They have full page guarantee of return of funds for services and products they do not have phone contact availability. They do not respond to in so message except to say they are busy. Weeks have gone by. I've emailed them 5 times. No response.On Feb 13 I purchased training in app of *****, and 143 for fast burning Capsules. My doctor said not to take them. I tried to contact them, calling etc. Many emails . I tried to use the ****** link provided which goes nowhere. Both of the links there. I contacted ****** play services and they don't handle any of this for them. Their false claim of return from ******, no response while such aggressive advertising makes it worse that they soon must file bk and keep all of the money they have collected. If they are so busy why do they keep advertising so aggressively? Order #***c24a0-90f8-404b-a8df-741bf9127a50 $143.02 Order #ab1808fd-f681-49b3-a787-fea53ee6e740. $***** I want my money back and a $50 penalty for keeling me around. They should stop advertising and focus on business until they get their act in order.That is, unless this was the plan all alone and they are a fraud scheme. How many people don't follow up? It must be very profitable. We must stop the cheating that is taking place every day that people don't know.

  

  Business Response

  Date: 04/20/2023

  We strive to be the personal training organization of choice for individuals seeking to make a positive change in their lives. With our years of experience and commitment to excellence, we have helped countless people achieve their fitness goals and transform their bodies and minds. Our team of dedicated trainers is passionate about guiding individuals on their fitness journeys and providing the support and resources needed to succeed. We are proud of the work we do and the impact we have had on the lives of our clients.
  We sincerely apologize for the delays experienced by the customer. We assure the customer that our customer service team is working diligently to ensure that all customer requests are answered in the order in which they were received.
  We received an email from the customer on April 6, 2023 at 7:58 pm, requesting to return their supplement purchase, order 495c24a0-90f8-404b-a8df-741bf9127a50 for 3 bottles of Burn Evolved 2.0, in the amount of $143.02. Additionally, we received several other emails on April 8, 2023 at 1:42 pm, April 9, 2023 at 12:23 am, April 17, 223 at 11:03 pm, April 17, 2023 at 11:07 pm, April 17, 2023 at 11:12 pm, April 17, 2023 at 11:13 pm, April 18, 2023 at 10:06 pm, and April 19, 2023 at 10:08 pm.
  We responded by email on April 20, 2023 at 10:40 am to inform the customer that we have issued a refund for order numbers 495c24a0-90f8-404b-a8df-741bf9127a50 for the 3 bottles of Burn Evolved 2.0, and ab1808fd-f681-49b3-a787-fea53ee6e740 for a Fat Loss Extreme for Her $57 Bundle. We kindly ask the customer to allow **** business days for the funds to fully reflect on their accounts.
  We recognize that the timeframe for us to resolve the customer's concerns was longer than is acceptable. We are deeply sorry for the frustration caused and assure the customer that we are redoubling our efforts to ensure that all customer requests are resolved in a timely manner.
  We appreciate the opportunity to resolve this issue for the customer and wish them the best of luck in all their future fitness endeavors.

• Initial Complaint

  Date:04/20/2023

  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.

  I purchased VShred's weight training program for $57. Before checking out Vshred subjects you to a maze of supplement offers. I did select to purchase a 3 pack of "Burn Evolved 2.0" for $132. Then the checkout process offered a 6 pack of "Burn Evolved 2.0" and made it seem like it was an offer to upgrade the existing order. I selected the 6 pack for $144. Upon finishing the checkout process, I was notified that I had purchased both the 3 pack AND the 6 pack. This was unintentional and a result of their purposefully confusing checkout process. I immediately tried to contact Vshred by phone and by email to their ********************************** address. They do not answer the phone (ever) and instead direct you to email. I have emailed Vshred support 3 different times asking for help returning the products and have not gotten a single response. I'm not mailing this stuff back until they tell me exactly how to do so. I'm not blindly sending the products back to sender because my suspicion is that a refund would never be processed. I no longer want any of these supplements and wish to return the $132 3-pack and the $144 6-pack, for a refund of $276. If they had responded to my email or phone call that I placed within minutes of processing the order, it never would have shipped in the first place. I placed the order on 4/4 and they sent me an email on 4/7 that it had shipped. ******** services is non-existent and likely they do this on purpose.

  

  Business Response

  Date: 04/20/2023

  SculptNation products are formulated to awaken, amplify, and activate the goals of our community from all around the world. Therefore, we make our products available for everyone through our discounts and promotions. Clients may see multiple offers during the checkout process and have the option to take advantage of our best products at a very affordable price. With this pricing, our clients can maximize their savings and get the best value for their money.
  We built this line-up of supplements with the highest level of quality and performance standards at a very competitive price. It is tested by a third-party lab to ensure the quality and potency of every single serving and to provide the results and benefits we advertise online. Our products feature properly dosed, clinically-studied ingredients that are rigorously tested and backed by a lifetime, 100% Money-Back Guarantee.
  Once a product has been purchased at the regular price, customers will receive the opportunity to purchase additional bottles at a discounted rate, which is clearly stated on the offer page. This upsell offer is only given after the customer has placed an order for products at regular prices. Once the offer is accepted, it will be added to the top of the initial orders. All orders go through a seamless fulfillment process to ensure that these supplements reach our clients on time. Once the order is successfully made, it is automatically forwarded and prepared for shipping. The order's tracking information is also sent via email so that customers can keep an eye on their orders and be notified of the expected delivery date. They may check their spam/junk folder for shipping notifications.
  Our goal is to resolve all customer concerns efficiently and in a timely fashion. We have been receiving a high volume of support requests recently, and thus our response time has been delayed. However, rest assured that we will answer every customer inquiry and honor every request in the order in which it was received. Our team of experts is working hard to provide support to our valued clients in an opportune manner, as we understand that every issue needs immediate attention. Customers may also reach us through our online chat support channel for real-time support assistance.
  In our best effort to provide an immediate resolution, we have issued a full refund for these supplement orders to honor the initial cancellation request. The refunded amount should reflect on your credit card statement within the next **** business days. However, please note that depending on the credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on your paper statement. An email confirmation was sent as proof of the refunded orders.

  Customer Answer

  Date: 04/23/2023

   
  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:04/19/2023

  Type:Billing 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 went online in late February and cancelled my vitamin subscription for Burn PM; however, I received another bottle in the mail on 4/8 that was billed to my credit card that was shipped on 3/31/2023. I attempted to reach them again via email on 4/9 and sent a 3rd request today; however, I'm concerned this subscription will continue with no reply from the company other than the generic reply. There is no way to contact them other than through email/web. How can I get this permanently cancelled and return the bottle of vitamins that I did not order?

  

  Business Response

  Date: 04/19/2023

  We would like to introduce an online community that offers our clients the freedom to select the fitness and diet program that best suits their needs. Our satisfied clients can attest to the effectiveness of our services in transforming their lives and guiding them towards their desired physique. As their fitness partner, we make every effort to ensure that everyone achieves the desired results, and therefore, we want all our customers to be aware of the various programs and recommendations we offer. This allows them to choose the best combination that suits them and their lifestyle. We hope this clarifies why they received multiple offers after their purchase. Please note that these offers are optional and not required to start their program. They may opt out of receiving such emails by clicking on the unsubscribe link at the bottom of any email they receive.
  Furthermore, the videos and infomercials they watch during the checkout process are not only intended to recommend products and services, but also to provide additional information and share tips and knowledge that we have acquired through years of research and trials. With numerous factors contributing to our client's weight loss journey, we are constantly exploring ways to offer options and product recommendations that will help them achieve their desired results.
  While phone support is currently unavailable, we have opened other channels for our clients to reach us for urgent concerns requiring immediate assistance. For real-time support, clients may reach us during business hours through our live chat support channel. Additionally, we have a dedicated email support team that handles all inquiries 24/7. Please be advised that due to high volume, wait times are longer than usual. However, we acknowledge receipt of their email and have set proper expectations that we will attend to their concerns as soon as possible. Rest assured that we will honor their initial email request and answer all inquiries in the order received.
  As previously mentioned, we have issued a full refund for all unwanted orders to honor the initial cancellation request. The refund amount will reflect on their credit card statement within the next **** business days. Please note that depending on the credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on the paper statement. If they have any questions or concerns regarding the refund, they may reach out to their financial institution for more details.

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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.

  On April 11 I purchased the shot for $124. It was supposed to come with a personalized diagram and a phone consultation. I have not received either. I have tried to email their customer service with no response multiple times I would like a full refund as this was not what was promised.

  

  Business Response

  Date: 04/19/2023

  Our company strives to be the number one online fitness brand of choice. We value our customers' trust and work tirelessly to provide high-quality products and excellent customer service. Our goal is to ensure that every customer has a positive experience when shopping with us. We understand the importance of trust, especially when it comes to personal health and fitness goals. Our team is committed to providing safe and effective fitness programs, expert guidance, and superior customer service. We apologize for any frustration the customer has experienced regarding their metabolic assessment and will continue to work towards providing a seamless experience for all of our customers.
  We sincerely apologize for the frustration the customer has experienced regarding their metabolic assessment. Our company strives to provide quick and prompt customer support; however, we are experiencing delays due to a high influx of volume. We noticed that the customer reached out to us on April 10th about the metabolic assessment link not working. We apologize for not responding sooner as we could have provided technical support and set up a time for their metabolic assessment to be done over the phone.
  Per the customer's request and our ****** money-back guarantee, we have refunded their purchase. Should the customer require any additional support around the website or metabolic assessment with future purchases, we will assist accordingly.
  We are very sorry for the inconvenience experienced by the customer regarding this issue, and we appreciate the opportunity to resolve this. Our company wishes the customer the best of luck in their future fitness endeavors.

  Customer Answer

  Date: 04/21/2023

   
  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:04/19/2023

  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.

  I signed up for an exercise and nutrition program before I had my doctors okay. My doctor said not to do the program. VShred will not refund my money.

  

  Business Response

  Date: 04/25/2023

  Our client purchased the V Shred ELITE Custom Coaching program on 3/11/23 and was onboarded that same day. Our onboarding process involves: refunding the customer for eligible previous purchases; sending a Welcome Email with steps on how to move forward; and sending a link to a Questionnaire they must fill out in order to connect with their coach and receive the custom plans.
  This email also includes a full breakdown of our refund policy and a link to the refund policy on our website, along with a link to the Terms & Conditions of the program, which state the customer is responsible for sharing any medical conditions at the start of the program. The client checked a box related to these terms before she submitted her Questionnaire.
  
  Our records show the following timeline of events:
  3/16: Customer apologizes for delay in answering. She shares she had some family emergencies to deal with but is excited to get started
  3/17: Clients Coach responded to the client
  3/26 (more than 1 week later): Client emails to share she is ready to start her program
  3/27: Her Coach books a Zoom call with the client
  3/29: Client asks to cancels the program due to doctors orders. One of our Success Coordinators reaches out to ask what is going on and how we can help. Client states that she has some health issues and can no longer do the program
  3/30: One of our Success Coordinators offers to downgrade and pause the program for the client until she is ready to continue. The client declines all offers and states she wants to cancel. Our team member shares we do have a strict refund policy but would need to see documentation from the doctor stating that she cannot do this program. Client is upset by this requirement
  April 5: Client provides a doctors note that states she is being evaluated by a cardiologist and is unable to participate in an exercise program and is being excused for her absence from school and work. Upon review of this note, it appears the doctor wrote this note to explain why the client needs to be absent from school and work.
  4/6: Our team did our due diligence to contact the clients doctors office to verify the situation. However, after several attempts, we were unable to connect with the doctor/nurse. Our team explained a full refund is not possible but the client is still eligible for coaching since we can work on her diet plan and help her make healthy lifestyle changes; we can also pause the program until a later date. Client refuses all options and asks to speak to a manager because she no longer wants the program
  On that same day, almost 1 month since purchasing the program, client claims she has pre-existing medical conditions and cannot do the program. Our team offers to pause the program until she has seen her cardiologist but the client refuses and states she wants to withdraw from the program. Our team again explained the options and then confirmed her decision to withdraw.
  4/15: Client messaged our team stating that she is seeking legal counsel
  4/17: Our team responded that we received her message but she is ineligible for a refund.
  
  Per our Terms and Conditions, which state that a client must share any medical issues at the start of the program so their Coach can make any appropriate adjustments and/or deem them ineligible to participate, and per our Results Guarantee that was provided to the client at the start of the program and which state that a client must complete the 90 day program, submit weekly progress, follow the Coachs instructions, and if they fail to achieve any results, we will refund their investment our client is not eligible for a refund.
  
  We are happy to restart her program at a more suitable time for the client and have also offered her a courtesy discount.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19954534
  
  I am rejecting this response because:

  I am still having heart problems and am scheduled for a nuclear pet stress test tomorrow. My doctor does not want me under any program or anything. The doctor wants me under a doctor's ************ I am retired therefore the statement that the letter from my doctor was a work release is false. I'm frankly surprised that VShred would want to risk having me as a client given my current health status. 
  
  ****************************************************

  

  Business Response

  Date: 05/03/2023

  Upon further review of the account belonging to our valued client, *****************************, we have determined that although the custom program she purchased is generally non-refundable, we have decided to make an exception in light of her injuries. As a result, we have processed a full refund, which will be reflected on her online credit card statement within the next **** business days and on her paper statement at the end of the current billing cycle.
  
  We would like to extend our best wishes to ********************** for a speedy and complete recovery, and express our heartfelt gratitude for considering our company as her partner in this journey.

  Customer Answer

  Date: 05/04/2023

   
  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.
  
  *****************************************************

• Initial Complaint

  Date:04/19/2023

  Type:Billing 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 am beyond frustrated with this company. I have been trying daily to contact this company since April 3, 2023. I was charged a fee of $124 and $49 for an "add-on" that I did not want and sent back. In fact, the sheer number of "add-ons" that you have to sit through made me question the whole program, which is why I NEVER CONFIRMED the order and "x" out of it. The Website stated not to click the "back" option as it would charge you twice and I saw no other recourse but to x out of it. I was shocked to be charged without actually confirming the order. I never made it to a screen that even showed what was being purchased. I emailed ********************************** on April 7, 2023, and never heard back. I also used the contact messaging system on their website and have not had any responses there either. I want to be refunded for both amounts and will be disputing this charge with my bank as well since I can't seem to get ahold of them directly. This very much feels like a scam at this point. I will attach the email I sent to the "support" email from their website, and I will be happy to provide any additional information that is needed.

  

  Business Response

  Date: 04/19/2023

  We sincerely apologize for the frustration the customer has experienced regarding their purchases. Our company strives to provide a safe and secure environment for customers to shop online. We ensure that all purchases are protected and free from the risk of any unauthorized transactions. Therefore, we have created a checkout page where clients can review all orders added to their cart before the checkout process begins. This allows them to modify orders and remove or add items before their bank account is charged. Please be assured that our system can only take the amount that is confirmed by our clients at the end of the checkout page.
  We are transparent about every online transaction, and an electronic receipt is sent right after every successful purchase. This receipt will show how much was billed and what these charges are for. The customer may contact us immediately for order verification or cancellation through our online chat service, which is available during business hours for real-time support. They may also send us a support request or send an email directly through our website, and one of our representatives will get back to them in the order in which their concerns were received.
  We received an email from the customer on April 7, 2023, at 10:06 am, stating that their order was placed in error and requesting a refund, as well as subsequent emails on April 16, 2023, at 8:42 am, and on April 18, 2023, at 6:32 am. We responded via email on April 19, 2023, at 10:51 am, to advise the customer that a full refund of their purchases has been processed. We ask that the customer kindly allow **** business days for the funds to fully reflect on their account. We recognize that the response time was longer than acceptable and assure the customer that we are redoubling our efforts to ensure that all customer requests are resolved in a timely manner.
  We are very sorry for the inconvenience experienced by the customer regarding this issue, and we appreciate the opportunity to resolve this. Our company wishes the customer the best of luck in their future fitness endeavors.

• Initial Complaint

  Date:04/19/2023

  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.

  I purchased the meal and trainer in February and after half month I decided this was not for me. The trainer sent me the wrong workout links and I just figured it was taking too much time googling the workouts, I decided it was best to cancel and not continue. However, *** been getting charged again and this is ridiculous how hard it is to do a cancellation almost like a ripoff to me.

  

  Business Response

  Date: 04/19/2023

  We believe that with the right amount of hard work and dedication to following our workout routines and diet plans, our clients can achieve their desired results. Our training programs and diet plans are premium content and have been proven to provide amazing results to clients worldwide. These programs and diet guides are the result of thorough research and trial to ensure that they deliver results as advertised.
  We stand behind our products and adhere to our 30 Days Money Back Guarantee as stated on our refund terms and conditions online. Our ultimate goal is to offer a fitness program that is easy, effective, and risk-free. We want our clients to feel confident in their purchase and rest assured that they will get their money back as promised online and in accordance with our no question asked refund agreement.
  Our custom diet plans are tailored to fit our clients' specific fitness goals. One of our expert trainers will customize a 4-week meal plan made specifically for them, including the foods they like, a full shopping list, the exact amount to eat, and the exact time of day to eat. The diet is completely done for them: all they have to do is follow it! They will work one-on-one with one of our expert trainers who is there to answer their questions and check on their progress a minimum of once per week.
  We understand that we are currently experiencing a high volume of contacts, and wait times are longer than usual. However, we have acknowledged receipt of all emails and set proper expectations that we will respond as soon as possible. Rest assured that we will attend to your concerns and honor your initial email request, as we answer all inquiries in the order in which they were received. As we continue to demonstrate our commitment to high standards of customer service, we ensure that we efficiently handle all issues and provide timely assistance. We double our efforts to provide an immediate resolution to every customer's concerns, and have opened our chat support line for urgent matters requiring immediate attention. Clients with urgent concerns may reach us through this channel during business hours for real-time assistance.
  In response to your support request, we have processed a full refund for the March and April renewal charges and canceled your Custom Diet Plan subscription. The refund amount should reflect on your credit card statement within the next **** business days. Please note that depending on the credit card company's policies, it may take until the end of the current billing cycle for the refund to appear on your paper statement. An email confirmation has been sent as proof of the refunded orders today.
  Thank you for your patience and understanding. If you have any further concerns, please do not hesitate to contact us. We are here to help you achieve your fitness goals and ensure your satisfaction with our products and services.

• Initial Complaint

  Date:04/18/2023

  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.

  I sent an email to V-Shred's customer service requesting a refund for a $67 fitness programme that I had ordered. I tried out the programme, but when it didn't meet my expectations, I decided to request my refund.The programme stated that the purchase came with a promised 30-day money back guarantee, this was key in my decision to make the purchase, as I had heard bad things from others online about the programme and wanted to give V-Shred the benefit of the doubt, however upon purchase I discovered that the fitness programme was subpar and not as good as had been advertised, I made my mind up that I was to cancel and request my promised refund of my $67.I keep getting promotional emails and thanks from the company's "*****" for signing up for and purchasing the programme. Not a word about my refund, and to me its poor customer service. Not only have I been charged $67 as mentioned, but also put on a monthly membership of $9.95, which I did not request. It is blatent underhanded business and I am utterly appalled by V-Shred. I am cancelling this now so V-Shred do not rip me off, and also requesting a refund of my $67.I have read similar complaints here on BBB's website, and upon submission of a complaint, other customer's have had a response the next day and received their promised refund. As such, I am filing this complaint to receive my refund from V-Shred.My order is named "Ripped In 90 Days $67 Bundle", $67 is the price of the order, and what I demand to be refunded by V-Shred, and my order date was April 12th, 2023. The email I signed up with was ********************** and there is no stated order number, its as if its a con and they don't want you to get your money back. I expect a swift response from V-Shred and my money refunded ASAP. Thank you to BBB for your help.Yours sincerely,***********************.

  

  Business Response

  Date: 04/18/2023

  At our company, we want our clients to try our products and services with peace of mind and confidence that these products and services will deliver the results we promised. Most of our programs are covered by a satisfaction guarantee, and our 30-day money-back guarantee policy offers a full refund on these programs if, for any reason, clients are not satisfied with them or we fail to meet their expectations. We stand by our promise and offer a no-questions-asked refund agreement. Our 30-day money-back guarantee is applicable to the majority of our 90-day programs, which means clients can request a refund if, for any reason, they are not satisfied with the products and services offered within 30 days from the purchase date.
  Our entire team is working hard to meet our customers' service standards and strives to deliver results by understanding their needs and resolving their concerns immediately. Although we are experiencing a high volume of contacts, and wait times are longer than usual, we have acknowledged receipt of our customers' emails and set proper expectations that we will get back to them as soon as possible. Rest assured that we will attend to their concerns and honor their initial email request. To cater to all our clients' requests, we have a dedicated email support team that diligently works and offers assistance 24/7. We answer every customer's inquiry in the order in which it was received. We also have an online chat support team to assist them and offer real-time assistance for all urgent concerns that need immediate attention.
  When clients first purchased the 90-day program, there was an option to join the V Shred University (***) as a trial, with an agreement to pay the membership subscription once the trial was finished. *** is a membership program with a recurring monthly fee that offers new content, a new diet, and a training plan every four weeks. It updates automatically each month with a new diet and training plan built for their body type. As the body changes, they can easily update the questionnaire with their new body type and weight to change their diet and training to better fit them.
  Clients also get full access to the *** private *************** where they can ask all the questions they have about the plans, and one of our trainers will answer them all. It also gives them an opportunity to meet like-minded people on similar fitness journeys and help keep them motivated, provide and share recipes, video tutorials, tips & tricks to perfect their form, and more. As of this writing, the *** subscription has already been canceled, so there will be no recurring charges associated with these purchases moving forward.
  We have reviewed the client's account, and our record shows that we did not receive any email correspondence from them or any interaction via our online chat service. We have reached out via email today to notify them that a full refund for the digital program has been processed. Funds should reflect in their account within **** business days or depending on their bank refund timeframe. An email confirmation was sent as proof of the refunded orders.

  Customer Answer

  Date: 04/19/2023

   
  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.

  I am a man of my word, the refund has reached my bank account and I am satisfied by the response made by V-Shred so I shall accept their response and close this complaint.

  Thank you BBB for your successful intervention.

  Kind regards,

  ***********************

• Initial Complaint

  Date:04/18/2023

  Type:Billing 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.

  Deceptive website. I was only trying to purchase the Fat Loss Extreme for him bundle. Then there was an ad for Burn Evolved 2.0 for 3 bottles for $40. Then another pop up for 6 bottles for a better price. I ended up with 2 charges for $144 (***** tax) and $132 (***** tax), on top of the Fat Loss Extreme $57. There is a 30 Day money back guarantee. I want my money back and no subscriptions. Its next to impossible to speak with a human. The phone number directs to *********************************** which doesnt even reply. I just want my money back. This company is deceptive and confusing. I am a disabled veteran, and this is completely unacceptable. I do NOT anything to do with this company ever again.

  

  Business Response

  Date: 04/18/2023

  We prioritize our business core values and uphold high integrity in all our actions, as we believe these will help establish and ****** our clients' trust and loyalty for a long-term partnership that can withstand unstable times. Our refund terms and conditions are stated online to provide our clients with transparency in every process and clarity in every transaction. We are confident that this will ensure our customers' expectations are met accordingly and provide higher value to the services we offer.
  We maintain transparency with every transaction processed online and ensure that our clients have full visibility of their orders and the amount billed to their bank account. We send an electronic receipt immediately after a successful order is placed. We ensure that every purchase is protected and risk-free from any unauthorized transactions. Therefore, we have created a checkout page where clients can review all orders added to their cart before the checkout process begins. This allows them to modify orders, remove or add items added before charging their bank account. Once an order is successfully made, it goes through a seamless fulfillment process to ensure that these supplements reach our clients on time. Therefore, we only have a very limited time to cancel them.
  As we double our efforts to assist our clients and address their concerns, we have a 24/7 email support team that handles all inquiries and support requests in the order in which they were received. Clients can also reach us via online chat support for real-time assistance during our business hours. They can click the chat widget located at the bottom of the website homepage to get immediate support from one of our representatives.
  We aim to deliver a consistent level of quality service to our clients and provide a world-class customer experience in every interaction. In response to the support request we received, we have honored the initial cancellation request we received for the supplements ordered in error. We have also refunded the digital programs in accordance with our 30 Days Money Back Guarantee. Funds should reflect on their account within **** business days, or depending on their bank's refund timeframe. An email confirmation was sent as proof of the refunded orders.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19948763
  
  I am rejecting this response because:
  The company claims they sent me a confirmation email. This was never done. I checked my email and spam folder. I would like confirmation of cancellation to ensure I will not be charged again. I did confirm funds were refunded. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/25/2023

  We appreciate them confirming the refund. Our record shows that a confirmation email was sent to their email address on file with the aol.com domain. As previously mentioned, these emails may have gone to their spam or junk folder, while other email address providers or domains block some of these messages entirely.
  They may contact us and send us a message via chat online service for immediate assistance to get their refund confirmation/receipt. We have reached out again today and sent them a screenshot of the initial email confirmation we sent on April 18, 2023, at 12:16 pm PST as proof of the initial email correspondence. Additionally, they may contact us through a different email address (if available) with a different domain so we can send them an email confirmation for the refunded orders.
  Please take note that a refund thus involves an exchange of information between 3-4 different parties. Each of these parties has its own mechanisms to file the refund request, map it to their respective payments that were originally made, and then process it forward. Many of these processes in the banking ecosystem are not fully automated and require manual oversight. Given the number of parties involved and the variance in their processes to handle refunds, it takes **** days for them to be credited back to the customer account.

  Customer Answer

  Date: 05/05/2023

   
  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. However, I beset received an email from them 4/18. Of course I checked junk mail. I feel this business is dishonest and deceptive. 
  
  Sincerely,
  
  *************************