Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 30, I recieved notification of an unauthorized charge for $99 on my debit card. I emailed Foundr regarding the charge and advised that I was unaware of such subscription, charge, or services. I received an email stating that they declined my refund along with a scripted selling point to utilize the services or course to prove dissatisfaction. I advised that is was unauthorized purchase and I didn't have any need for their services as It apparently was in error possibly by a child in my home. I further advised that I would be in contact with my banking facility to investigate the matter to refuse the payment. After further researching the screenshot that was sent by customer service and reviewing my bank statements, It is a total of $100 that is owed to me in form of a refund. I am awaiting a response from Foundr.

  Business Response

  Date: 10/02/2024

  Hi BBB,

  Please accept this response as confirmation that we have internally resolved the refund complaint with ****** by granting her refund request when we emailed her today.

  See attached screenshots as proof that she has accepted our resolution and the refunds processed.

  Thank you and have a great day!

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. A refund has been queued for my banking facility.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/16/2023

  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 purchased access to Foundr's courses on 8/27/23 for $199.00. They offer this as a monthly recurring charge. They offer access to their online courses which are complex and require additional coaching (not offered up front but as an upsell once you buy the program) to be successful. After I purchased the program they emailed me an invitation to what they call their "Orientation Call". On that call they give you a tour of the course and website layout and they tell everyone they now have to schedule a second call called a "Success Call", and the host waits while each person schedules this appointment. The Success Call is an upsell call where they offer to help (coaching) for additional fees that are thousands (not hundreds) of dollars. I felt ambushed to this call and did not know that this was its purpose until I was on the actual call - this was off-putting to me and part of the reason I decided not to continue with their courses after the first month. Fast forward to 9/26/23, where Foundr unsuccessfully, repeatedly attempted to charge my card. Finally on 10/1/23, due to this non-payment, Foundr emailed me (attached) to inform me they suspended my access to their system, stating, "After you provide the updated payment information", then they will update my account. But, I never provided them with this updated payment information - I was happy they cut my access as I did not intend to continue or pay the additional fees for their promoted coaching. 12 days later on 10/13/23 they charge my card anyway for $199.00. I contacted their support, they replied quickly, but refused my request for a refund.

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by foundr regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

  Business Response

  Date: 02/26/2024

  To Whom It May ********************** be informed that Foundr team was made aware of this complaint later than expected as the report was made visible to us a few weeks after it was submitted. Unfortunately, the email from Better Business Bureau did not properly reach our inbox directly.
  
  Rest assured that we take feedback from our customers seriously and we would be more than happy to resolve this had we seen the email report sooner.
  
  Upon reviewing the customer's complaint and the conversation history between the Foundr Customer Support and the customer, we were able to find this fact-based series of events related to the complaint:
  
  There were no prior cancellation requests from the customer sent to the ********************** Customer Support team to cancel her subscription before the renewal date on September 28, 2023. Please see our cancellation policy here.
  
  Our CARE (Customer Accounts Renewal and Extensions) pre-renewal reminder emails were not functional until late December 2023 due to technical issues we encountered with our CRM platform.
  
  Our automatic renewal system attempts to charge the current payment method on the customer's file multiple times after the initial payment fails until one attempt was successful on October 14, 2023.
  
  It was only then that the customer contacted **********************'s Customer Support team to cancel the subscription however, the refund request was declined.
  
  Foundr's Customer Support has then canceled the customer's subscription to avoid any further charges.
  
  Here is the Resolution that we can provide to help with the customer's case:
  
  We will ***** the requested refund as a gesture of goodwill and once the issue has been settled and resolved with the customer, we wish for this public complaint to be removed as well.
  
  Please reach out to us at ********************************** or respond thru this complaint for us to proceed with the refund.
  

  Thank you so much for your consideration regarding this matter.
  
  Best,
  
  The Foundr Team

• Initial Complaint

  Date:02/03/2023

  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.

  This company has falsely advertised a bunch of promotions that has the same amount but has different wording. They advertise as one time sale or best sale ever claim over 250k worth or last chance etc I can keep going.. but this false misleading advertising is very pretentious and should not be allowed. If I did that to my customers they would not trust me or the services I offer. I am glad I did not sign up for it because reading all these other Reviews seems like there isnt value worth 250k like they claim. Its all marketing

  Business Response

  Date: 02/05/2023

  Hi ***
  
  We hope you are having a nice day!  
  
  Thank you so much for raising an issue you have recently encountered with foundr and we're very sorry for your experience regarding our marketing emails that you have recently received.
  

  We really appreciate you writing to point this out about our marketing messages.
  
  We've taken action, and our copywriter has agreed to make changes to our future campaigns.
  
  For the record, we're running this promotion for this week only for our subscription program called Foundr+ (It's different from the Start & Scale course campaign you might have seen before.)  
  
  We have only done this promotion once before during Black Friday, and it looks like we'll never do this ever again.
  
  That's why the marketers called it our Biggest Offer.
  
  But we understand your perspective now and as we said, we will tweak our messaging from now on.
  
  And you know what, you're actually amazing! We love your feedback and your take on advertising. 
  
  If you're interested in starting a new online store and looking for guidance, please don't hesitate to let us know. We'll speak with our leadership team to offer something special for you.
  
  We're looking forward to hearing from you and we hope we can help change this experience for you.
  
  

  
  Thank you so much for writing in.

  
  Team Foundr

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is very much a lie. I went back to a few emails I have received from ********************* your CEO. Referring to the same thing 

  only worded differently. Its very pretentious and doesnt get people to trust your services. It just seems like you want the money

  and will do everything for it. Including false advertising. 
  the advertising of different words but same promotion and services. and in essence, is that it is illegal for any person or business to make an advertising statement, about property or services, which is untrue or misleading. And all your ads are misleading 
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 02/23/2023

  Dear *******,
  
  
  Thank you for providing your feedback to our response, we are taking your complaint very seriously. My name is **** and I am ************************* Executive Assistant here at Foundr. Unfortunately, we are unable to locate the question mentioned above which you are looking for a response to. As the next step, I would like to invite you to a meeting with myself & ****** to hear your concerns and see how we can move forward. I can reach out to you via the email & phone number you have provided OR feel free to come back to me with your availability. My email is *******************************************************************

   

  I am looking forward to chatting with you soon!

   

  Kind regards,

  ****

• Initial Complaint

  Date:10/14/2022

  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.

  They offer refund 365-day refund policy.You can only get a refund after this time.So I contact them, they did not receive.

  Business Response

  Date: 10/19/2022

  The customer, *******************, was outside the ******* money back guarantee making them ineligible for the refund for the Start & Scale Your Online Store course program. However,  after some consideration, the complaint has been settled amicably and a refund has been processed for the customer.