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

  
• 

  V Shred LLC

  10750 Denton Dr Dallas, TX 75220-1516

• 

  V Shred LLC

  10750 Denton Drive Dallas, TX 75220

• 

  Sculpt Nation

  710 Century Parkway c/o Sculpt Nation Allen, TX 75013

• 

  Sculptnation

  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:02/22/2023

  Type:Customer Service 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.

  The website boasts of their refund and guarantee, ease of getting customer support. I have found these to be false claims. I've sent numerous e-mails and even tried to find a number to call with no luck to discuss my issues with no resolve or response at all. Very disappointed, I just want my money back.

  

  Business Response

  Date: 02/22/2023

  VShred refund terms and condition is stated online to provide our clients transparency in every process and provide clarity in every transaction. We believe that this will ensure customers expectations are met accordingly and provide higher value to the services we offered. We stand strong behind our programs and the results they yield, if they are not satisfied we will refund their full payment 30 days after the date of purchase on the majority of our programs. For further clarification, they may see our Terms and Conditions ******************************************************** for our full refund policy.
  While our supplements line, Sculpt Nation, offers a 100% Lifetime Money Back Guarantee for all Sculpt Nation products purchased from SculptNation.com. If they purchased our supplements directly from SculptNation.com, take them as directed for 30 days and they are not completely satisfied, they may return them anytime, for a 100% refund of their purchase price, less shipping & handling, if applicable.
  
  We are committed to delivering the best customer experience in every client interaction. Our aim is to resolve all customers concerns efficiently and in a timely fashion. We attend to all customers concerns and inquiries in the order in which it was received. Rest assured that our team is working hard to provide support to our valued clients in an opportune manner as we understand that every issue needs immediate attention.
  
  In response to their refund request and in accordance with our 30 Days Money Back guarantees a full refund for the Fat Loss Extreme for Her and Custom Diet Plan has been processed today. We have also refunded 1 bottle of each supplement type which is the BURN and BURN PM as stated in our single-bottle refund policy for the supplements. The refunded transaction should reflect on their account within **** business days or depending on their bank refund timeframe. In addition, all subscriptions associated with these orders were successfully canceled too, rest assured that there will be no recurring charges moving forward.
  
  We have sent an email notification with a screenshot of the cancelled subscription, and refund receipt as  proof of the refunded orders today.

  Customer Answer

  Date: 02/22/2023

   
  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:02/22/2023

  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 Vshred Accelerator in November, and they convinced me to upgrade to five months of training. I would get a monthly check-in with my coach. January 1st, I let my trainer know that I had thrown my back out, and it took me three weeks to recover from the injury. During that time period I had only contact via emails that were automatically generated. I was promised a bunch of different things and after my back injury I decided to ask for a refund. I have written over four emails, one text message to **** who is someone that sells you or prescreens you for the program, twice I have contacted live support. Ironcally, there are several different phone numbers one can call but each one has a recording that states they are not taking "voice calls at this time. Each time that I emailed or contacted support through live chat I was told that someone would get back to me within 24/48 hours. No one as of yet has gotten back to me. Even on their website it states Your Results Are 100% GUARANTEED*90-DAY 100% MONEY BACK GUARANTEE Were SO confident that V Shred Accelerator PLUS will help you reach your goals were backing this with our 100% Results Guarantee*.Simply follow your trainers plans and send in weekly measurements, weigh-in details, along with before and after photosShow us you really are sticking with the program and doing what your Coach recommends to get the BEST possible resultAnd if for some CRAZY reason you dont see great results by the end of the 90 daysWe will gladly refund 100% of your investment!Thats how confident we are that this WILL work for you and put you on the path to a fitter, healthier, and better version of YOU! And to make this deal even sweeter...So, why is it so hard to get my refund? This is unprofessional and unacceptable that a company shows this lack of customer care. I asking for my total refund of $2,146.80. I even reached out to Affrim which let me break up my payments to try to get my refund.

  

  Business Response

  Date: 02/28/2023

  Our client ********************************* purchased the V Shred Accelerator Plus Coaching program on 11/15/22 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.
  
  On 11/16 one of our Concierge Team members reached out to confirm he received everything. He replied that he had everything and proceeded to submit his Questionnaire. Our team confirmed we received the questionnaire and advised him he would hear from his coach within 48 hours. Our client was connected to his Coach and we have documentation showing he was communicating with his coach as of 11/17 and also scheduled his first Zoom call for 11/29. Our records also show the client and his Coach communicated through Voxer, a text messaging app, regarding diet and supplement questions. By 12/14, the client reported having lost weight and making progress through one of his check-ins with his Coach.
  
  On 12/20 the client had some questions and technical issues with accessing his custom plans and his Coach assisted with getting things set up again. On 12/31 the client stated that he had reported he had injured his back 2 weeks ago and that his Coach ***** replied to him. He also stated that he is frustrated that he isnt making progress with his program. On 12/23 our record show his Coach provided him with direction on modifying his workout for his sore back and guidance on how to continue seeing results. He also advises the client to share his weekly progress using the check-in system each week .Our records show the client did submit check-ins showing progress photos and steady weight loss. On 1/18 the client reports that hes falling off track with the diet. His Coach proceeded to adjust his meal plan and told the client he would be receiving new plans in the next few days. On 2/13 the client contacted our support team requesting a refund because he is unsatisfied with the program.
  
  Our Support Team forwarded his request to the Success Coordinator to review his eligibility for the refund. Since the client did make progress with his Coach, received meal plans and coaching,  lost 13 pounds, and ***** completed his full 90 day program, he is ineligible for the results guarantee we offer that states a client is eligible for a refund if they follow the program and do not get any results.Our records show the client made multiple requests for a refund and our team explained the refund policy and why the client doesnt qualify for a refund.Because we care about our clients and want everyone to have a great experience, we are offering an extra month of coaching to this client at no additional cost to him so he can complete another full 30 days.

• Initial Complaint

  Date:02/22/2023

  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.

  The transaction occurred on 2/18/2023 I was interested in the product and was watching the videos after I had decided to make an original purchase for 47 dollars for a workout and the videos just kept going. Showing different deals so I watched the videos and then decided that it was just not worth my time so I would not make the purchase and thought I was safe because I did not commit to any purchase's and then when I checked my statement at the bank the following day. They had charged my account for two amounts one for a total of ****** and the second for ***** which I did not authorize and then when I went to cancel the amount no one answered on the number provided on my bank statement. I called ************** and no one answered. I was unable to cancel it anywhere and am upset because the charges are over ****** more than I would have ever agreed to. I also did not ever get to a check out page to even agree to the 47-dollar charge so I feel they should not have used my card at all. I want my money fully refunded. I did get a receipt which is attached but the biggest problem I have is I did not want to make this purchase and just by watching videos it added things and did not ask for a confirmation to purchase.

  

  Business Response

  Date: 02/22/2023

  We would like to offer a safe and secure environment when our clients shop online. We make sure that every transaction 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 will allow them to modify orders, and remove or add items added before charging their bank account. Rest assured, 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 was sent right after their successful purchase. This will show how much was billed and what are these charges for. Clients may contact us immediately for order verification or order cancellation through our online chat service. They can reach this channel 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 order it which their concerns were received.
  
  The videos or infomercials they watch in between the checkout process are not only to recommend products and services but also to provide additional information and share additional tips and knowledge that we have acquired through research and trial over the years. With so many factors that contribute to our clients weight loss journey, we continuously find ways and offer options and product recommendations that will help them achieve their desired results. They may see product offers but these are totally optional and not required to begin with.
  
  We have reviewed our records, and our system shows that we did not receive any support request or any email correspondence from the client requesting an order cancellation or inquiring about their account. In response to their request, we attempted to process the refund, however, their bank or creditor declined the refund transaction. To resolve and expedite the refund process, we have processed a refund via PayPal to the PayPal account associated with the email on your V Shred account. The refund is available typically within 24 hours. We have sent detailed instructions on how to claim the funds, they may visit ****************** for more details.  We have also sent a screenshot of the refunded transaction as proof of the refund orders today.

• Initial Complaint

  Date:02/22/2023

  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 was interested in a $50 purchase for a Vshred weight loss program. Upon checkout I was unable to deselect additional services. There was only an option to proceed. Before coming to the end of the process I was alerted thank you for your purchase which totaled $124. Unable to back out there were two more purchases that occurred in the amounts of $49 each. I have sent two emails to cancel and refund on separate days to ********************************** which promised a 24 hour response. I have not received a response. I wish this cancelled as I feel this is not a reputable company because I was not able to choose what I was in agreement to and because the purchase went through before I was aware. And also because I have requested twice for this to be cancelled and refunded.

  

  Business Response

  Date: 02/22/2023

  We at VShred would like to give each and every client the best experience with guaranteed results in every product and service we offered. Our programs are created for everyone, for every body type and age. They are a product of thorough research and trial to guarantee results. We are confident that we offer the highest quality of service and programs in the market. To get faster results, we occasionally recommend content or products that *** be relevant to their fitness goals and hope this clarifies why they received offers before or after making the purchase. They are completely optional, and not required for you to begin.
  We showcase our confidence in the quality of our products and services through our Money Back Guarantee offer. We stand strong behind our programs and the results they yield if the client is not satisfied we will refund 30 days from the date of purchase on the majority of our programs.
  Our system can only take the amount that is confirmed by our clients at checkout. A checkout page is displayed with their order details to confirm their purchase before processing their payment. When they purchased the 90 Days program which is the Fat Loss Extreme, there was the option to add a Custom Diet Plan to their order by checking the box prior to checkout. The bundle they purchased was $57.00 and the custom diet plan was $67 making their entire order $124 plus taxes and fees. Our custom diet plans are usually at $150.00, but they got a special discount for purchasing the $57.00 bundle.
  
  The additional two $49 that were added are for 1 bottle of BURN and 1 bottle of BURN PM. Our supplement line is also covered by our 100% Lifetime Money Back Guarantee as stated in our terms and condition online. We are confident they can achieve their goals even faster, by choosing the right supplements, they can dramatically accelerate results. Each Sculpt Nation product has a unique blend of ingredients that provide the benefits they need to align perfectly with the fitness program, custom diet, or training plan.
  
  In response to their request, a full refund for the Fat Loss Extreme Program and Custom Diet Plan was processed today. We have also processed a full refund for 1 bottle of BURN and 1 bottle of BURN PM supplements in accordance with our 1 Bottle Money Back Guarantee policy. Refunded transactions should reflect on their account within **** business days or depending on their bank refund timeframe.
  
  An email confirmation along with the refund receipt was sent as proof of the refunded transactions today.

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service 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 a product for $61.70 and never got access to it! have now sent countless emails regarding my log in with no response whatsoever. However, they were quick to take my money and ******* me with all kinds of offers. I am very upset at this whole process! I keep getting emails thinking maybe this one has my info but no! More offers of products. I now want an immediate full refund, but they wont answer.

  

  Business Response

  Date: 02/21/2023

  As we continue to help thousands of people across the globe unleash their full potential, we also would like to introduce an online community that gives our clients the freedom to choose the fitness and diet programs for them. We understand that each of our clients is unique and has their own likes, preference, and lifestyle thus we want all of them to be aware of the various types of programs and recommendations we offer so they are able to choose the best combination that suits their needs. We hope this clarifies why they saw the multiple offers after making their purchase. They are completely optional, and not required for them to begin their fitness journey.
  
  We make sure that all client transactions are recorded and synchronized in our system. Our program is designed to send an automatic email confirmation for every successful purchase. They should have also received a receipt email, and then another email within a few minutes after their initial purchase containing the account username (the email you used at the time of purchase) and a temporary password assigned to their account. This login email may have gone to their spam/junk folder.
  
  We offer risk-free purchases and our programs are protected by a 30-Day 100% Money-Back Guarantee where the clients will get their money back provided they request a refund within the given timeframe. In response to the request we received, a full refund for the Ripped In 90 Days Bundle has been processed in accordance with our refund terms and condition. Funds should reflect on their account within **** business days or depending on their bank refund timeframe.
  
  An email confirmation along with their refund receipt was sent as proof of the refunded order today.

  Customer Answer

  Date: 02/21/2023

   
  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:02/21/2023

  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 was charged a total of $361.63 for a 6 bottle package of pills, a 3 bottle package of pills and a 90 day membership. I never ordered these. As soon as I noted the charge on my bank account (within 24 hours of it being made) I looked up this company and attempted to contact them. Their phone number doesn't work. The recording on the phone states to contact them via chat or email through their website. There is no chat option, so I emailed them, twice. I have yet to receive any email back confirming a refund, much less an email just letting me know they received my email. I require a refund from this company for $361.63, and they really need much better customer service.

  

  Business Response

  Date: 02/21/2023

  Integrity and honesty are one of our guiding principles here at VShred. We execute these core values in every business transaction and show transparency in every purchase. To provide clarity in every online order, we sent an email confirmation with an order summary and receipts informing our clients how much was billed and what are these charges for. We are transparent with every transaction we processed online and make sure our clients have full visibility of their orders and how much was billed to their bank account.
  
  A checkout page that displays a summary of their orders and the total amount billed is shown prior to charging their bank account to complete the checkout process, thus any amount billed was processed with their full authorization. Our online chat support can be contacted during business hours only, they can click the chat widget located at the bottom of the website homepage to get immediate assistance from one of our representatives. We have sent a screenshot of this for their future reference. While our email support team handles all email requests, they will get an auto-response email as an acknowledgment that we received their concerns and we will get back to them in the order in which it was received.
  
  As we commit to providing a timely resolution, and in accordance with our 30 Days Money Back Guarantee a full refund for the Ripped In 90 Days has been processed. We have also processed a full refund for these supplements to honor the initial cancellation request. Funds should reflect on their account within **** business days or depending on their bank refund timeframe.
  
  An email confirmation along with the refund receipt was sent as a proof of the refunded transactions today.

• Initial Complaint

  Date:02/21/2023

  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.

  In August 2022, I started their 90 day program and purchased the custom meal plan as well. I got the plan and it was marked as created 3 yrs ago. Within a week I had an offer to tailor my plan to my body type. This turned into a sales pitch where I was promised several things and a refund if I wasnt fully satisfied. I got this in writing just to be sure. I was given a new coach that immediately was on vacation for two months and when I asked if I can switch, I got a new coach that had no regard for my allergies, lifestyle or the fact that I have kids. They ignored me and I was doing all of the work. I was paying for the meal plans and align the workouts and yet every week I was doing it all. When I first complained, a Success Coordinator that told me when I started with a new coach I started over the number of days I had to request the refund. He told me he couldnt let me out of the program but would be able to give me a $300 refund for my troubles, and would talk to my coach. I never saw the $300 and again not much changed. I was still holding myself accountable and doing all of the substitutions and planning. After another month like this I was told by my doctor I had to stop for surgery on a different issue.When I contacted the company they promised the same $300 and told me they would pause my program till I could come back. I told them I was very disappointed and wanted to use the refund I was offered. I was told I didnt meet the number of days again to get this request because they had started me over AGAIN. Over 90 days and four tries I was done. After I got cleared by my doctor I reached out again to cancel and was told they had spoken with my coach and success coordinator and because I had paused the program and not reached back out I did qualify. They told me to tell them when I wanted to give it another go. They dont listen. If you can do $300 why not do the rest of the amount and we can both be done with this? Why am I forced to pay for no service.

  

  Business Response

  Date: 03/02/2023

  Our client ******************* purchased the V Shred Accelerator Plus Coaching program on 9/5/22 and was onboarded the 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. This client paid for her program through Affirm, a third-party financing company that breaks up the cost of the program into monthly payments. The client signed all of her loan documents in order to receive the loan, which includes a preview of how the monthly payments work, the amount of each payment, and the dates the payments will be drafted. The client agreed to these terms to receive her loan.
  Our records show the client was connected to her coach on 9/14, wasnt happy with the coach, and was assigned to a new coach on 9/15. The client was sent a customized meal plan and workout plan and was scheduled for a 1-1 Zoom call on 9/19 which she then declined. Our records show many emails going back and forth between the client and coach through 9/28 discussing the diet plan and substitutions.
  On 10/13 the client emailed our team to request a refund. She claims her coach wasnt knowledgeable enough and that the client was now out of town. She shared that she cant follow the meal plans and now wants to be released of all her payments.
  Our records show several members of our Success Coordinator team making attempts to set up a phone call with the client to help the client get the most out of her program and explains her coach will reach out to discuss any more changes the client needs. Our records also show a Zoom call with her coach was completed and that the client emailed back stating she felt better about her plans fitting into her hectic schedule now.
  On 11/13 the client asked our team to pause the program so she can restart at a future time because of medical reasons and that she can no longer afford the monthly payments. Our team responded that we can pause the program for her and restart all over again at no additional cost to her, but she will need to continue making payments for the loan she got through Affirm to fund this purchase. V Shred cannot adjust these payments because she obtained the loan through a third-party financing company.
  
  The proceeds to request a full refund for medical reasons. Our team explained to her that this is a non-refundable program, that we can restart it for her when its more convenient for her, and offered a courtesy discount. The client responded that she doesnt know when she can restart and that she should be able to cancel it just like a gym membership.
  
  Our records show more communication back and forth between our Success Coordinator team, including the offer to restart at any time (which we typically do not offer for this program) on top of the courtesy discount. On 2/16 the client requested cancelation of her program again and claims she never received her courtesy discount. She also claims she restarted the program 3 times and wasnt satisfied with it.
  
  We have more documentation of additional email conversations with our team explaining the refund policy and that we can hold her spot in the program until she is ready to continue. On 2/22, the client continued to express her satisfaction and that she wants to cancel her entire program.
  V Shred is still offering the client the opportunity to restart her entire 90 day program, with another coach if she wants to work with somebody else, and whenever it is convenient for her. We understand health issues can get in the way of completing a fitness program which is why we have trainers available to assist with anyone with limitations and to modify the program accordingly. We are waiting for her response.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19439412
  
  I am rejecting this response because: the research used is inconsistent and incomplete. My initial coach left and was gone within 72 hour of my onboarding. It was only until the 14th that I was reminded of the text I received confirming I could cancel even though the onboarding email said otherwise. I confirmed this because of the stated policy. I never declined any zoom meetings other than the one set with this initial coach because I was advised by the success coordinator that I would be getting a new one and should cancel the meeting on the 19th. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/07/2023

  ******************* purchased the Accelerator Plus custom program on 9/05/2022. The client emailed in to request a new trainer on 9/14/23 and to express concern about the program. A success coordinator, ******, reached out to explain her previous trainer was out of office, however they would be assigning a new one and reaching out with new plans. The client stated they understood, however declined a Zoom call with their new trainer, ********* on 9/19/2023. The customer then continued on to work with their trainer, emailing back and forth until 11/13/22, when the client emailed in asking if there was the capacity to pause the program, or stop and sign up again at a future time. ****** responded to the client, stating that the program could be paused for a later date and could fully restart time with the trainer once the client is ready; however, the program is nonrefundable as stated in our terms of service. On 11/14/22, the client agreed to pause the program and mentioned that it would be at least six weeks. On 2/16, the client emailed in to request a refund again. Another success coordinator, ******, responded to the client, explaining the refund policy and offering solutions to assist the client in continuing with the program. The customer continued to deny all solutions; therefore, we made a one-time exception to honor their refund request. We have issued a full refund for the client on 3/7, which will post on their end within 510 business days. The client has also been emailed by Shopify and customer support with a screenshot of the refund.

  Customer Answer

  Date: 03/07/2023

   
  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:02/21/2023

  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.

  Refund requested immediately after charges incurred to card. While watching online videos on their services and products it would not let you close without moving forward stating that charges would double if cancelled. I have attempted to call to cancel, and they do not offer support over the phone with the phone number provided. I have emailed multiple times, including before the charge was submitted on 2/18 with no response, so I filed a dispute with my credit card company as well. I did not approve a recurring charge and according to my credit card company, this is what was billed to me. The company has sent multiple spam emails with information to use the program and most of the links sent do not even work. I want a refund on my charges and do not want any further charges to my account.

  

  Business Response

  Date: 02/21/2023

  Resolving our clients concerns efficiently and making sure to address their concerns immediately is very important to us. We handle all their concerns urgently and make sure to address underlying concerns in a timely manner. We have a dedicated customer support team that offers 24/7 email assistance and we answer each customers concerns in the order in which it was received. We understand that some concerns need immediate attention, thus we have an online chat support team that offers real-time assistance to help them with their account-related concerns. They *** contact this channel during our business hours.
  
  Regarding the recurring charge, this is the VShred University subscription. When they first purchased the program there was the option to join the V Shred University (VSU) as a free trial, as well as an agreement to pay the membership subscription once the trial was finished. VSU is a membership program with a reoccurring monthly fee that offers new content and a new diet and training plan every 4 weeks. We have attached a copy of the agreement for this subscription for their records.
  
  To help our new clients get started, we sent helpful training and diet tips that *** help them achieve their desired results. We occasionally recommend content or products that *** be relevant to your fitness goals and hope this clarifies why they received offers after making the initial purchase. These are totally optional, and *** always add them to their routine later if they wish, but they can still see amazing results using our program as it stands. They *** also opt out of receiving this kind of email by clicking the unsubscribe link located at the bottom part of the email they received.
  
  Most of our programs are covered by our 30 Days Money Back guarantee, while our supplement line also offers a 100% Lifetime Money Back Guarantee. In response to their request, we have successfully canceled their VSU subscription so there will be no recurring charge associated with this purchase. A full refund for the Fat Loss Extreme program and Custom Diet Plan was processed in accordance with our 30 Days Money Back Guarantee. In addition to this, a refund for 1 bottle of BURN was successfully issued as per the 1 bottle Money Back Guarantee policy. All refunded transactions should reflect on their account within **** business days or depending on their bank refund timeframe.
  An email confirmation with their refund receipt and proof of subscription cancellation was sent.

  Customer Answer

  Date: 02/21/2023

   
  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:02/21/2023

  Type:Customer Service 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.

  Purchased 2-15-2023. Amount charged to my account - $144 That same day and many days after Ive been emailing them constantly to cancel all subscriptions and this order! I have heard no response AT ALL!!! The business has not sent me any tracking info, I cant log in, I cant get ahold of ANYBODY at this company. I want my refund please. Ive sent about 8 emails and still no reply, Ive even talked to 2 of their metabolic assessment sales people and they said they would sent the info over so they would contact me. Still have heard nothing! I want my refund and I want this settled.

  

  Business Response

  Date: 02/21/2023

  Over the past few years, our team is working hard to deliver unparalleled customer experience. **************** is our passion and client satisfaction is our utmost priority. We believe that each and every concern is urgent and needs immediate attention, therefore resolving their issues in a timely manner is our top priority. We respond to our clients support request in the order in which it was received. We are experiencing a high volume of contacts and wait times are longer than usual, however, weve acknowledged receipt of their email and set proper expectations that we will get back to them as soon as possible.
  
  Once the order was successfully processed, with all the necessary information needed to fulfill the shipment we immediately forwarded this to our fulfillment team to prepare their orders, because of this we only have limited time to cancel them. In reviewing the clients account, the orders were placed on February 14, 2023, and the initial request we received to cancel them was on February 16, 2023. By this time, the order was already forwarded and the shipment was already processed, therefore we can no longer proceed with their cancellation request. The supplement's order status and tracking details were sent to the email address used at the time of purchase. They may check their spam/junk folder.
  
  We value their satisfaction and we would like to provide an immediate resolution to their concerns, thus as a one-time exception though these supplements were already processed and shipped a full refund was successfully processed today. Funds should reflect on their account within **** business days or depending on their bank refund timeframe. An email confirmation along with the refund receipt was sent as proof of the refunded orders today.

  Customer Answer

  Date: 02/26/2023

   
  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. The business refunded my money and Ill be sending the product back shortly in the mail through Fed-ex. The company gave me an email for how to return the product as well.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/21/2023

  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.

  Vshred charged my credit card $114USD on the 15th Feb 2023. I have never received the online login details after numerous emails requesting them. The fact that Vshred has never replied is not only frustrating but shows how bad their after sales customer service is. I now want a full refund as Ive never even been able to access the products I purchased (Toned in 90 days and custom recipe package).

  

  Business Response

  Date: 02/22/2023

  Our goal is to upgrade our clients online shopping experience and make an easy and convenient checkout process for everyone. As all of our programs and plans are digital, we would like to provide all the information they need via email so they dont need to wait and they can get started with their fitness journey immediately
  
  Our system is designed to automatically send order confirmation as proof of their online transaction. They should have received a receipt email, and then another email within a few minutes after their purchase containing their account username (the email used at the time of purchase) and a temporary password assigned to their account. These emails may have gone to their spam folder, while other email address providers or domains block some of these messages entirely. The clients may contact us during business hours via chat online service or send us an email or support request through our website and one of our representatives will be more than happy to assist them in getting this information sent manually.
  
  We have reviewed the account and our records show that the recent order was fully refunded as per the clients request. A full refund amounting to $114.00 was processed on February 20, 2023. As stated in the initial email, a refund will take **** business days to reflect on their online bank account or the timeframe varies depending on their financial institutions refund timeline.
  
  We have reached out again via email today and provided the refund receipt as proof of the refunded transaction.

  Customer Answer

  Date: 02/22/2023

   
  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,
  
  *********************