ComplaintsforKey Cellular Nutrition

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Feb 29, 2024, met in zoom for my consult with Dr. Josh A**. I had paid $37 for a consult with Dr. A**, but there was no Dr. A**. There was an interviewer named YANO. He was not a doctor. Y*** said all the right things to make me think that Dr. A** would be overseeing my care. Y*** was a slick salesman, while acting caring. Y*** promised me access to a wh*** Team of doctors overseen by Dr. A** to address my health issues, cure my LUPUS, Auto-Immune Issues, LeakyGut, Migraine, Post-Concussion Brain Injury, and Memory. He said my 1st step was to meet the doctor, order labwork, meet my coach, and my personal assistant via Zoom. I was scheduled for March 4th to meet my doctor to go over my health history, and go over what my healing journey for my health issues would look like. Upon signing up digitally, Y*** promised I would receive my copy of signed documents right away. I did not. I couldn't see documents he had me sign online, and then they disappeared. He promised I could cancel at any time if the program wasn't a good fit. It costs: $7995. I made a $2000 deposit and put the rest on monthly payments. The documents he sent me was just a receipt for $2000. I replied to his email but it was returned as undeliverable. March 3, TANIA the coach, reached out for my meeting on March 4. She was not a doctor, and I still didn't have access to the documents, I felt uneasy. I CANCELLED TANIA meeting. I told her to cancel the wh*** program. I wanted a refund. TANIA replied she received my CANCELLATION and my time slot would be given to another. March 15th, Dr. C*** acknowledge Cancellation, but he only gave a $950 refund of my $2000 stating that $1050 for supplements could not be refunded or returned. WHAT SUPPLEMENTS? I had not been told they were shipping me supplements before having a doctor appointment to go over my health history! I have not received a shipment. And, Dr. C*** is dead. Who is impersonating Dr. C***? I want my $1050 refunded. I did not use this program.

  Business response

  05/05/2024

  Hello ******
  
  
  Thank you for sharing your experience and concerns regarding our program. I appreciate the opportunity to address each of your points to ensure clarity and hopefully resolve any misunderstandings.
  
  
  Firstly, I apologize for any confusion regarding your consultation. It is our standard practice that initial consultations are conducted by a member of Dr. Josh A**’s team, rather than Dr. A** himself. Dr. A** trains and oversees our dedicated team, but due to his commitments and the breadth of our program’s reach, he cannot personally meet with each client.
  
  
  I understand that you met with Y**** a veteran cellular health consultant on our team, known for his compassion and dedication to client health and satisfaction. While Y**** like most of our consultants, is not a medical doctor, he is extensively trained in cellular health and regeneration under the guidance of Dr. A** and other leading experts including years of training from Dr. Bill C***.
  
  
  During your consultation, Y*** explained that our program includes access to a team of practitioners. It seems you may have misinterpreted practitioners for doctors. While we do have doctors on our team, they’re included in our entire team of practitioners. 
  
  
  It also seems there was a misunderstanding regarding lab work; our programs do not include ordering labs but rather involve reviewing health histories and extensive assessments to tailor our approach to your needs.
  
  
  Regarding your enrollment, I'm glad to hear you were initially excited about joining. Y*** aimed to ensure you understood all aspects of the program and the agreement. The recording of your appointment with Y*** shows that the documentation was thoroughly reviewed with you before you decided to proceed.
  
  
  I understand your decision to cancel your program and request a refund. We strive to honor our refund policies clearly stated in the agreements. As per our policy, and as was noted by Y**** supplements are a fundamental part of our program and are non-refundable once shipped. We cannot accept returned supplements and then send them to another client after they’ve been in someone else’s care. This policy is also in place because we prepare and dispatch supplements immediately to ensure they are available for your scheduled appointment with your practitioner.
  
  
  Regarding your concerns about Dr. C***, please rest assured that no one is impersonating him. Dr. C*** was a beloved founder of our program, and his legacy continues through our work. The confusion might have arisen from our email domain, which we are currently updating to prevent such misunderstandings in the future.
  
  
  Patty, we are sorry to hear about your change of heart, but we respect your decision. We believe in the potential of our program to support health journeys and remain committed to being here for you should you decide to rejoin us in the future.
  Wishing you the best in health and wellness,
  
  
  Richard

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, Y*** NEVER described the program as a supplement program.  After I cancelled I learned their program is step #1 the minute you give them money, we ship you supplements regardless of what your medical health condition. I cancelled right away. They have proof I cancelled. Yet, they claim they shipped out supplements to me that they have no way of knowing the adverse side effects because they now state they have no doctors going over your Medical Health History.  Y*** said I would have an appointment to go over my medical history with a doctor. That was a lie. Richard just admitted in his response there are no doctors.  Y*** never told me that the program was about shipping me supplements.  I never signed for any shipment. I never received any shipment. Yet, they claim that they can refund only $950 of my $2000 because they claim they sent $1050 of non-refundable supplements. Again, I never received a shipment.  Note: Y*** never told be that they were shipping me anything. I never received an email, text message, or phone call telling me to expect any shipment.  What can they possible ship to anyone to heal LUPUS/Auto-Immune, and Post-Concussion Brain Injury without involving a doctor?   I repeatedly told Y*** that due to Auto-Immune that I am allergic and sensitive to almost every thing. Their program is basically tricking you to believe they have doctors personally going over your medical health history and then will be prescribing something specifically for your condition. But if they are shipping the minute they get your money, that is a lie.   Y*** LIED about everything. AFTER I cancelled right away, they are claiming they shipped me something worth $1050 that is non-refundable. That shipment information was not in the paperwork I signed.  I did not sign up for for a supplement program.  I signed up to have access to many doctors specializing in my illness.  If Y*** was a truly caring compassionate guy, he would have described the program as just a way for them to deceive you, get your money, and rip you off.  Y*** made promises that he knew were all lies. The program is supposed to be worth thousands of dollars because of the doctors involved. And Richard just  admitted there are no doctors involved. So the wh*** program is a lie. There is no DR C***. Dr C*** is DEAD. And Dr. A** is in NAME only. He isn't looking over your medical health history. Y*** said they have helped other people heal their LUPUS. Funny, the FDA knows nothing about a cure for LUPUS.  And it sounds like they send the same stuff to everyone no matter what your disease. Are their supplements a CURE ALL for everyone's diseases? What a miracle that would be!  They are the ones in control of the digital documents, and therefore, they are also capable of manipulating the digital documents. Liars and theives, and they have the ability to manipulate the the digital documents. To be clear, I know what Y*** told me about doctors and labwork. Y*** lied and Richard wrote in his reply that there are no doctors. There isn't even a DR. C***, because DR C*** IS DEAD. The program Y*** talked to me about was called DR A**'s program, then all their paperwork changed it to calling it DR C***. Hello. I learned DR C*** IS DEAD. Richard is admitting the deception. There are no doctors involved. In closing, I did not agree to be shipped any supplements without a doctor going over my medical health history and me discussing such options with a doctor because I am allergic and sensitive to many many things. Y*** lied when he said their doctors would order my labwork to go through my local doctor. Note: The only way my local doctor would run labwork is if another doctor requested it. AND Richard admitted the have no doctors. So Y*** lied about the doctors and the labwork. They make you believe they have doctors, it is called deception. Richard states in his reply to my complaint that they do not have doctors. There is no DR C***. DR C*** IS DEAD. They only have DR, A** in name only, because Richard writes that Dr. A** isn't going over people's medical health history either.  POINT BLANK: Y*** lied. They all lied.  The program is nothing but lies and manipulation to get money from deserately ill people.  AGAIN,  if I was supposed to get $1050 worth of supplements for my money that they say is suppose to heal LUPUS, Auto-Immunune, and Post Concussion Brain Injury, then where is it? They need to tell the truth: their program is nothing but lies. They want to send you supplements that they have no idea what side effects you may experience, because they have no doctors going over your medical health history. If Y*** had told me that all the program truly consisted of was them shipping out supplements without a doctor reviewing your medical health history, I would not have signed up.  I repeat: Y*** never said the program was about them shipping me supplements the moment that I signed up. He led me to believe I would have a team of doctors go over my medical health history to find a cure for the LUPUS and the Auto-Immune issues and Post Concussion Brain Injury. Richard in his reply to my complaint admits there are no doctors. There is no DR C*** because DR C*** died. There is no doctor going over people's medical health history.  The wh*** program was sold saying it was giving one access to a team of medical doctors to go over ones specific health/medical issues. I want a complete refund of my $2000. They only refunded $950. For the missing $1050 I didn't get anything. I didn't sign for anything. I want a complete refund. They owe me $1050.
  
  ***** *****

  Customer response

  05/28/2024

   I have not heard anything back from my dispute and just wanted to clarify.
  Basically, they say they kept $1050 of my money saying it was for non-refundable supplements. However, #1, they never told me their program was about shipping a pre-set of supplements. I would have said NO right away as I know a one size fits all supplement program is not going to cure LUPUS and my other health issues. Also, as I told Y*** I am allergic to and sensitive to many foods and chemicals and I can only eat a very strict diet. Y*** heard all of this and he mentioned Labwork being ordered by their doctor and performed through my local doctor. Number 2,  I didn't receive a shipment from them and  Y*** never told me that they would be shipping anything to me, prior to a doctor accessing my Medical History and LabWork and coming up with a plan we both agreed on.  Number 3, I cancelled right away. It was the weekend. If they shipped anything, it was after I cancelled. Y*** said it was the weekend and nothing would happen til Monday. Number 4, they lied about their program being doctor led. Y*** sold me a program led by Dr Josh A** and a team of doctors worth over $30,000 who would go over my medical history and labwork to help cure me of LUPUS/auto-imune/post concussion brain injury/etc...   Y*** repeatedly spoke of Dr. Josh A** overseeing my care. Somewhere in print they changed that to "Dr. C***".  Then I learned Dr. C*** was dead at the time they sold it. Then they admitted in their response to BBB they don't even have doctors! THEY LIED repeatedly. Their wh*** "doctor led program" is a lie and a fraudulent scheme, apparently, to rip people off for $1050 of worthless supplements that in my case never arrive.  I would never have signed up for someone to ship me something to put in my body without a doctor overseeing my medical history and bloodwork. YANO  promised me DR JOSH A** and other doctors ($30,000 worth) who would address my specific health concerns to cure LUPUS and head injury etc... I want a complete refund of my $2000. They refunded only 950.  They owe me $1050. And the FDA, FTC need to shut them down to protect others from being ripped off. NOTE: They are the only ones with access to the digital signatures and documents, therefore, they can manipulate those signatures and documents.Thank you for reading this.
  ******** *****

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  10/4 - $1050 pd (receipt attached)10/16 - $6147 pd (bank statement attached)The business states that people who are committed to changing their lives and ready to heal the root cause have success with this program. (email attached)The nature of my dispute is for a full refund considering the program states it truly heals the root causes of the health issues I've had so that I can live the rest of my life in optimal health. (email attached) A person named ************************* texted me and stated that she could talk to me over the phone but it would only be to provide additional support. The support would entail repeating Cell detox 1 & 2, free of charge and she also offered me a couple free coaching calls to work on some stress reducing modalities- like as if stress is not something that we all face. She said they are not able to offer a refund even though I did not see any results and I was worse off despite following the program exactly.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/17/2023, I engaged in a meeting with a salesperson who pitched a program claiming transformative results, with stringent eligibility criteria. Despite sharing my severe inflammation concerns and expressing my primary goal of eliminating infusions, the salesperson assured me of significant improvement. They pressured me to make an immediate decision, denying me the opportunity to consult with a doctor or conduct thorough research – a hard sell tactic that ultimately led me to pay the $7,000 program fee. Eager to witness positive changes, I embraced the elimination diet, making 99% of the required eliminations from the start. However, a month into the program, my only noticeable change was weight loss. Expressing my concerns to the assigned coach yielded unhelpful responses urging me to persist. Despite completing the 4-month program diligently, my inflammation persisted, and I had to continue receiving infusions. Feeling misled, I discovered through their closed Facebook group that others with similar conditions also experienced disappointing results. The program had created false expectations. The Director of Coaching, Jamie B******, suggested testing my thyroid to demonstrate potential benefits, even though my main goal – relief from inflammation – remained unmet. The program's coercive tactics and the subsequent lack of recourse left me dissatisfied and disillusioned with their promises.

  Business response

  02/11/2024

  **** ******
  Thank you for taking the time to share your concerns regarding your experience with our Cellular Health Accelerator program. We truly value your feedback and are committed to addressing each point you've raised.
  Firstly, we want to clarify the consultation process with our enrollment team. We encourage all potential clients to consult with their healthcare providers whenever they feel it's necessary. Our mention of limited availability is a reflection of our commitment to providing personalized attention to each client, given the constraints of time and resources. However, this should never prevent anyone from seeking medical advice, and we apologize if this was not made clearer to you.
  Regarding your interactions with Rodney, one of our most compassionate enrollment coaches, we assure you that hard-sell tactics are not part of our practice. Our team is trained to provide information and support to help individuals make informed decisions that are best for their health and circumstances.
  We understand your frustration with not seeing the desired improvements in your inflammation levels within the first month. Our program, designed for a duration of 4.5 months, is based on the understanding that health transformations, particularly those involving chronic conditions, can take time. "Progress over perfection" is our motto, emphasizing the importance of celebrating every positive change, no matter how small. Weight loss, in your case, indicates a response to the changes, and while it might not have been your primary goal, it's a step towards overall health improvement.
  We're proud of our high client satisfaction rate, which reflects the effectiveness of our program and the dedication of our clients. It's disheartening to hear that you felt your efforts did not yield the results you hoped for. We believe in the importance of following the program's guidance and the recommendations provided by our coaches. When suggestions are made to overcome challenges, it's with your best interest at heart, aiming to tailor the program to your specific needs. Unfortunately, you did not follow some of that advice, and others it took months for your to begin.
  We also want to remind you of the full year of access to our mastermind program that you're entitled to upon completing the CHA program. This extension is designed to provide ongoing support and resources to help you continue working towards your health goals. We encourage you to take advantage of this opportunity, as it could offer additional insights and strategies to address your concerns.
  Your journey and satisfaction are very important to us. We are here to support you and would welcome the opportunity to discuss how we can make your experience more positive moving forward. Please reach out directly to continue this conversation, and let's explore together how we can better support your health journey.
  Sincerely,
  
  
  Richard
  Key Cellular Nutrition Team

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I joined Dr C***'s cellular health online community on September 6th of 2022. I was sold through Felicia, who had stories all over Facebook about being cured of autoimmune disease and being brought to health by Dr. C***. I was completely honest that I had already followed Dr. ***** ****s diet with no results. That I had spent thousands on alternative treatments, including stem cell therapy. I was encouraged to borrow money and sign up. I never was given any indication there were any others who had improved anything but their obesity. I was not overweight, lost weight and am unable to get to my previous level of heath before joining. I was honest about being diagnosed with multiple sclerosis in 1989, and seeking treatment for that which I never received. The sad truth is that the diet made me worse, not better. I "liked" my health coach Amber very much. But not almost 8k worth. I feel marketing to those diagnosed with autoimmune conditions, when there is no true connection to us, is fraudulent. I have been diagnosed since 1989 with multiple sclerosis. For me, I have been the most healthy with the least medical intervention. Alternative medicine, aka functional medicine, feels very predatory to me. If we are not able to actually meet with a provider and it's mostly about losing weight, the fees I was charged, and still continue to pay, are unjustified. I state their advertising is unethical and marketing predatory. I request a refund.

  Business response

  01/25/2024

  Dear ****,

  
  Thank you for taking the time to share your concerns about your experience with the 
  Cellular Health Accelerator program. We take all feedback seriously and want to ensure 
  that we address your specific points.

  
  We understand that you joined the program with the hope of finding relief for your 
  condition, having tried various treatments in the past. We appreciate your openness 
  about your journey and diagnosis of multiple sclerosis. Our goal has always been to 
  support our clients' health journeys, regardless of their starting point or specific health 
  challenges.

  
  Regarding the marketing and the stories shared about others' experiences, we aim to 
  provide honest and hopeful examples of what has been possible for some individuals. 
  However, we understand that each person's experience with autoimmune conditions is 
  unique, and not everyone will have the same results.

  
  We noted in your communications with our team, particularly during your final meeting 
  with your health coach Amber, that you expressed satisfaction with the program. You 
  reported improvements in 13 out of 15 categories on your symptom burden 
  assessment, and it seemed you were pleased with your progress and even considering 
  involving your husband in the program due to his own health improvements.

  
  One of your emails to Marissa also indicated that you were feeling much better 
  physically and were actively engaging with the program's tools and community. It's 
  concerning to hear that despite these positive experiences, you feel the program did 
  not meet your expectations and that the marketing felt predatory to you. This was 
  certainly never our intention, and we apologize if our approach made you feel this way. 
  We strive to be very honest in our marketing, and every stage of our business. 

  
  Our program is designed to support a wide range of health goals, not just weight loss, 
  and we regret if this was not clear in our communications with you. We believe in the 
  value of the program and its ability to support clients in various aspects of their health, 
  including those with autoimmune conditions. Of course we often witness weight loss 
  with our clients because that’s a happy side effect of improved health, however, this is 
  much more than a weight loss program. We routinely have clients experience 
  tremendous results that have nothing to do with weight. 

  
  We take your comments seriously, and are always striving to improve. Your health and 
  satisfaction are important to us, and we are committed to ensuring that all our clients 
  feel they have received value from their investment in our program.

  
  Please reach out to us directly so we can address your concerns in more detail and 
  work together to find a satisfactory resolution.

  
  Sincerely,

  
  Richard
  Co-Owner of Key Cellular Nutrition Team

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  **** *****

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from CHA, Dr. Bill C***'s office is untrue.  I was told by Amber, my health coach, I had improved because of measurements on a (to me nonsensical) questionnaire they have us fill out.  Amber was very nice, but I told her specifically that complaints or anything deemed "negative" was not allowed. Posts that weren't flattering were immediately removed. I talked with Amber (we only got 3 or 4 phone meetings of 15 minutes with a health coach.) about what I felt was an atmosphere of toxic positivity.  Definitely not worth their exorbitant fee. Fawning over Dr. C*** and other "coaches" was the main focus.
  
  
  As far as my other coach, Marissa, I had very little contact, she sent out mass e-mails and didn't know us. She helped me with tech, navigating the site, as that is all we got, besides cookbooks and supplements, for the fee.  She was replaced by someone who had no contact with me.
  
  
  I asked Amber, and waited online with Felicia and Dr. C*** for connection with anyone having anything in common with me that was helped or could offer encouragement. There was NO ONE. Dr. C*** even said I may not be ab le to be helped. Then why lead me on and take money I couldn't afford?
  
  
  Sadly, last January Dr. C*** was killed in a car accident.  I have had no contact and waited to request a refund out of respect. I attempted to go directly to the company before filing a complaint.  But they are nowhere to be found.  I even contacted Dr. Will C***, his son and the one who informed the customers/members of his dad's passing.  Everyone is very polite, but that isn't helpful and almost feels dishonest in the avoidance of help or information.
  
  
  
  The vast majority of members were affluent overweight women (expensive vacation pics, etc. were shared) and most online discussions were concerning weight loss and being positive.  That is fine if that was what I was sold, but it is not what I was told was the main thrust of the group. Health information was limited to Dr. C***'s interests, especially ch***sterol, and that should have been disclosed.  I was never able to talk to anyone who had remotely anything in common with my reasons for joining.  I am still paying and find this to be unethical.
  
  Regards,
  **** *****

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has a website that I clicked on and asked what my symptoms were and they said they could not cure my problem but they could help me with their products and assure me that they could help my pain from a cellular level they told me the prices and said do your want to sign the contract or we move on to the next person in line I was crying and so upset because I feel that they pressured me into signing and said that the ************* program was what would help my pain but not a cure because it was on a cellular level that it worked from the inside out and so I sign because I felt that was my only option because I believe that I going to die from my pain and I told them that and after I signed the contract she told me that the dr had die but they could still help me I thought that was strange but like I said I was very upset and crying I got the products but was told not to take till you talk to your coach I dont remember how long till I talk to the coach but it was only for about a few minutes and said we would talk back in a month so I took almost all first set of products I was feeling better still had pain but I think it was my own mind believing that it was working but by 2 time to see the coaching was feeling 2 times worse than when I started and told her I didnt feel like1 time she said that first time was minerals so to take minerals and another product they prescribed something for not having a gallbladder I was diagnosed by my doctor with a form of neuropathy that there is no cure for but thats all they did gave me 9 bottles of something that I only took 3 1/2 bottles before at a a

  Business response

  01/25/2024

  Dear *******,

  
  Thank you for your feedback regarding your journey with Key Cellular Nutrition. We 
  appreciate the opportunity to address your concerns and provide further clarification.
  After reviewing the recording of your initial enrollment call with Laura, I observed that it 
  concluded positively, with both parties feeling content and well-informed. It's crucial to 
  us that our clients feel comfortable and fully understand the details of our program 
  following such discussions. Contrary to your statement that Laura pressured you with 
  an ultimatum to sign the contract or move on to the next person, I can confirm that this 
  was not the case. Laura demonstrated kindness, compassion, and went above and 
  beyond to ensure you were comfortable and clearly understood every aspect of the 
  enrollment process. Our team is committed to ethical practices; we never resort to 
  arm-twisting or high-pressure tactics to persuade someone to sign up. Such 
  approaches are counterproductive in the long run and often lead to client 
  dissatisfaction. We deeply care about our clients' results and strive to enroll only those 
  who genuinely need and want our assistance. Rest assured, we never treat anyone as 
  just another number in line.

  
  Regarding your experience with the coaching sessions and the pursuit of additional 
  support, we want to emphasize the multiple avenues of assistance available to you. 
  Our scheduled coaching sessions are intentionally spaced out to allow clients to apply 
  what they've learned and observe the changes in their health. We recognize, however, 
  that some clients may seek more frequent support. To accommodate this, we 
  encourage our clients to actively utilize the resources we provide. This includes 
  reaching out in our private group, submitting support tickets, or participating in live 
  group training sessions for further guidance.

  
  Our private group, in particular, is a dynamic platform offering continuous support, 
  where questions are promptly addressed by several knowledgeable members, often 
  resulting in quick responses. This community space is ideal for sharing experiences 
  and gaining insights from both peers and experts. Despite these available resources, 
  we noted that you did not opt for these additional support mechanisms. We 
  understand that each client’s journey is unique and reaching out for help can be 
  challenging. We want to reassure you that our team is always here to assist. Whenever 
  you feel the need for support or have questions, we encourage you to engage with 
  these available tools. Our priority is to ensure you feel supported and empowered 
  throughout your health journey with us.

  
  We're concerned to hear about your fluctuating experience with the program and the 
  products. We take your health and satisfaction very seriously and are committed to 
  understanding and addressing any issues you've faced. We believe in the potential of 
  our program and products, but also recognize the importance of individualized support 
  and adjustments where necessary.

  
  Your health journey is important to us, and we are here to support you in any way 
  possible. We encourage you to reach out directly to discuss your concerns in more 
  detail. Let's explore together how we can provide the support and guidance you need 
  at this stage of your journey.

  
  Sincerely,

  
  Richard
  Co-Owner of Key Cellular Nutrition Team

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  ******* *******

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In September of 2023 I saw a Facebook video about Dr Bill C*** stating that hypothyroidism could be repaired at the cellular level. The video was a presentation by Dr Bill C*** stating that he suffered from hypothyroidism and it had caused him many issues with inflammation. In addition to hypothyroidism I also suffer from fibromyalgia, interstitial, cystitis, and hypertension. I filled out a form on line and was directed to Dr Bill C***** site for further evaluation. I googled Dr Bill C*** and found it to indeed be an operating business in PA. There were several amazing reviews listed from people who had been cured from hypothyroidism to tinnitus. I thought it was a legitimate business. On 09-24-2023 I received a phone call from a Jordan S****** who stated he represented Dr Bill C***. Jordan stated his grandparents and his parents all suffered from inflammation and that’s why he had taken this job to help people because his family members had been helped so much. He said that Alzheimer’s runs in his family and this is the only way to fix it. He told me that Dr C***** program receives 1000s of request monthly from people needing help but I had been chosen as one of the lucky few to participate in the cellular repair program. He said that the fee was $97.00 and asked if I would like to proceed. I agreed and gave him my credit card for the $97.00. He said I could opt out of the program and my money would be refunded. On 10-04-2023, Jordan called back to tell me a health coach would be contacting me and my supplements would soon be arriving. He once again assured me I could opt out of the program. I received a phone call from a Mandy N***** on October 13, telling me she would be my health coach. As of that time I had only just received the supplements and had not taken any. On November 6, 2023, Jason called back and asked for my debit card number which I gave him. On 11-11-2023 I received a denial letter from Lending Point. Jason then called and said I had been accepted for a scholarship to be in the program. On 11-16-2023 I received a denial letter from Affirm. I thought the Lending Point and Affirm denial letters were regarding financing for dental work. It wasn’t until I received an alert from my credit card that $1050.00 had been processed by Key Cellular Nutrition that I understood someone at Cellular Health Accelerator was placing charges on my credit card that had not been approved by me. It was then I further investigated Dr Bill C*** to find out that he was deceased as of 02-2023, due to an automobile accident. In the meantime I had been trying to take the supplements sent to me with horrific results. The gastric issues caused are such I cannot take them. This is a scam. A scam of people who are desperate to feel better. A scam of promises to be contacted by Dr C*** when he is dead. A scam for who knows how many dollars made off of ill people. Why this company is still up and running is beyond me. I only hope that these people will he stopped. That the Facebook add will be taken down. As for me these scammers are not getting one more red cent!

  Customer response

  12/05/2023

  From: ******* ************* *******************************>
  Date: Tue, Dec 5, 2023 at 3:06 AM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Better Business Bureau <[email protected]>
  
  
  This issue has been resolved. I have received my money back. Thank you so much. ******* ***** 
  Sent from my iPhone
  

  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoke with a representative of Cellular Health Accelerator (CHA) after watching a video of Dr. C*** explaining the importance of cellular health. I felt hopeful that the program would cure my skin conditions and depression, and I subscribed to the 16-month CHA program. I was offered three payment options: 1. Pay in full; 2. Make 4 equal payments with no interest; 3. Finance $7,850 over 5 years with interest. I chose option 2, and I received a 10% discount, making my cost $7,065, plus a one-time $47 fee. Each payment would be $1,766.25, charged to my credit card immediately over the next 4 months. I started in June 2023, and by September, I could not continue, so I submitted a cancellation request through the website. Per the contract, cancellation requests made after 24 hours are entitled to a pro-rata refund. September was my fourth month in the program, and I had made 3 payments totaling $5,298.75, so I expected a refund in the neighborhood of $3,500. When the representative called me to discuss my cancellation request, she said that I was not entitled to a refund, but I would not be charged the 4th payment. Caught off-guard, I hung up to review the contract again and re-reading it confirmed my belief that I am entitled to a pro-rata refund. I have since called and emailed requesting a refund, and I have not received a response, so it is time to contact the BBB. I am disappointed in myself for not reading the BBB complaints before subscribing. If you are a consumer reading this, be warned! I was given the impression that CHA was a medical program which included personal blood profiles that would measure my cellular health, but this is not true. I also did not realize that I would get only 20 minutes per month to "Zoom" with my health coach. I wonder if the late Dr. C*** would have approved of the way his customers are being treated.

  Business response

  01/25/2024

  Dear ****,

  
  Thank you for your detailed feedback regarding your experience with the Cellular 
  Health Accelerator (CHA) program at Key Cellular Nutrition. We understand your 
  concerns and would like to address them directly, reflecting on the information in your 
  profile.

  
  We acknowledge your initial hesitation about two months into the program, where you 
  submitted a support ticket to cancel but then decided to continue after realizing the 
  program's importance. It's not uncommon to have moments of doubt during a health 
  journey, and we appreciate your initial decision to persevere with the program.

  
  Regarding your interactions with our health coach, we understand there were 
  cancellations and subsequent communications about your desire to cancel. Our lead 
  health coach reached out to ensure you were fully confident in your decision to leave 
  the program. We respect your choice and the conclusion that you had learned enough 
  to proceed on your own.

  
  We note that at the time of your decision to cancel, you had completed approximately 
  four months of the 4 month program, which is its full duration. The CHA program is a 4 
  month (16 WEEK) journey, not 16 months, and we apologize for any confusion this may 
  have caused. We do also gift 12 months of our Mastermind program upon completion 
  of the CHA program, but as stated that is something we gift our clients. Given that the 
  full program was delivered within this period, our policy states that you would not be 
  eligible for a refund at this stage. In fact, based on the terms of your payment plan, a 
  remaining balance would typically still be due.

  
  We understand that financial commitments can be significant, and we strive to be clear 
  and transparent about our program terms and payment structures. We are sorry to hear 
  that your expectations regarding the program length and the refund policy were not 
  met, and we apologize for any misunderstanding.

  
  We take your feedback seriously as it helps us improve our communication and client 
  experience. We are committed to ensuring our clients fully understand the program 
  details and the commitments involved. Our team will review your case to ensure that all 
  communications and transactions have been handled fairly and in accordance with our 
  policies.

  
  Your health journey and satisfaction are important to us, and we are here to support 
  you in any way we can. Please feel free to reach out if you have further questions or 
  need assistance.

  
  Sincerely,

  
  Richard 
  Co-Owner of Key Cellular Nutrition Team

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I borrowed $7065 under some pressure from the CHA rep to receive the services he claimed would relieve most of my health issues and inflammation. I feel the program was misrepresented to me. After graduating I took a number of months break from the program because someone very close to me was dying. I let the company know I was doing that. After the death (9/2) I don’t feel able to continue. I asked for a refund for the balance so I could pay off the loan. During the time I was in the program Dr. C*** unfortunately died. While that was very sad and unfortunate I feel it did alter the program significantly because no one had the promised access to Dr. C*** anymore. When I asked for the refund I was told since I’d completed the first part of the program I wasn’t entitled to a refund because too much time had passed between the origination of the loan and the time of my graduation. That’s wrong - it took the amount of time it was supposed to take since I followed the directions in the program. I’d like a refund of the the balance of my loan as shown on the attachment to this complaint. Thank you, ******* *******

  Business response

  01/25/2024

  Thank you for taking the time to express your concerns regarding your experience with 
  Key Cellular Nutrition. We appreciate your feedback and would like to address each 
  point you've raised, keeping in mind the information we have on file.

  
  First and foremost, we wish to extend our deepest sympathies for the loss of your 
  loved one. We recognize that such profound personal challenges can significantly 
  impact your ability to engage with additional commitments, and we wholeheartedly 
  respect your decision to pause your involvement in our programs during this difficult 
  time. It's important to clarify that your decision to pause came after the successful 
  completion of the CHA program, at which point you had begun your complimentary 
  year in the mastermind program. We fully understand that under such circumstances, 
  focusing on a program may not be a priority, and we want to reassure you that we 
  support your decision to take the necessary time for yourself. Please know that our 
  primary concern is your wellbeing, and we're here to assist in any way that aligns with 
  your needs during this challenging period.

  
  Regarding the progress you made during the program, we were encouraged to hear 
  about your significant achievements. On February 9th, when your coach checked in, 
  you mentioned being virtually ache, pain, and bloat-free before experiencing a few off
  days. Recognizing the impact of certain foods on your inflammation levels was a 
  valuable insight, and we commend you for identifying these triggers. This awareness is 
  a crucial step in managing and maintaining your health.

  
  We also want to address your request for a partial refund. You completed the CHA 
  program, which is designed to be a comprehensive 4-month journey. Our records 
  indicate that we fulfilled all aspects of the program as promised. Nearly a year after 
  your initial signup, the request for a refund is challenging for us to accommodate, given 
  the completion and time elapsed since your participation. We strive to maintain 
  fairness and consistency in our policies for all our clients.

  
  While we are unable to offer a refund due to the reasons mentioned, we are committed 
  to continuing our support for you. If there are any additional ways we can assist you as 
  you continue on your path to health and wellness, we are here to help.

  
  Your feedback is extremely valuable to us, and we take your concerns seriously. We're 
  dedicated to supporting our clients and improving their experience wherever possible.
  Please don't hesitate to reach out if you have further questions or need assistance.

  
  Sincerely,

  
  Richard
  Co-Owner of Key Cellular Nutrition Team

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I don’t believe the response adequately addressed all of my concerns, so I have quoted my original complaint again, below: 

  I borrowed $7065 under some pressure from the CHA rep to receive the services he claimed would relieve most of my health issues and inflammation. I feel the program was misrepresented to me. After graduating I took a number of months break from the program because someone very close to me was dying. I let the company know I was doing that. After the death (9/2) I don’t feel able to continue. I asked for a refund for the balance so I could pay off the loan. During the time I was in the program Dr. C*** unfortunately died. While that was very sad and unfortunate I feel it did alter the program significantly because no one had the promised access to Dr. C*** anymore. When I asked for the refund I was told since I’d completed the first part of the program I wasn’t entitled to a refund because too much time had passed between the origination of the loan and the time of my graduation. That’s wrong - it took the amount of time it was supposed to take since I followed the directions in the program. I’d like a refund of the balance of my loan as shown on the attachment to this complaint. 

  Items:

  1) I borrowed a significant amount of money under pressure from a persuasive sales man. Others have complained of pressure to enroll  and borrow, also - not necessarily from the same sales person.

  2) Yes, I achieved some results from the program - but the program was to include more than the 4 months, and I could not have the benefit of the additional time to solidify any gains I had made. 

  3) I notified the company of my need to take a break, and then asked for a refund.

  4) I believe Dr. C***’s death did materially affect the quality of the program - he was a KEY provider and reason for being in the program. None of us could have the promised access to and support from him anymore. 

  I have not asked for a full refund. I have asked for the balance of my loan, which I cannot locate in the 40 min. time alottment but will provide upon request.

  Thank you,

  *******

   

   

  See above.
  
  Regards,
  
  ******* *******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I talked to one representative of the company about the inflammation and cellular health repair program and I told them about my health issues. He was very adamant that I sign up for the program knowing I was feeling very vulnerable and depressed about my cellular health, inflammation and immune system issues and he assured me this program would help me, making me feel like finally I would get answers from Dr. Cole. I asked the representative if in fact, the promises Dr Cole makes in his advertising video are real and I was assured they are based on real results of actual patients. I signed up by taking out an almost $8000.00 dollar loan through Ally that this representative set up over the phone. I still owe $6500. I started the supplements and both month 1 and 2 gave me severe diarrhea, my own doctor told me to stop the pills and CHA program until she could evaluate my health. I also learned: 1) Dr Bill Cole died in a car accident in Feb 2023. For $8000, you will never see a doctor at CHA. I have had 2 or 3 meetings with "health coaches" that are not doctors. I never received a medical assessment from CHA, although Dr Bill Cole sells the program as being under the guidance of a functional medicine doctor. Now, CHA wants me to sign a 60 day suspension agreement where I receive NO SERVICES from CHA but I still have to pay this loan. I would like to stop this program and at least get a refund for the remaining part since no services are being rendered and there is no doctor in this program.

  Business response

  08/23/2023

  We appreciate ***** reaching out to share her concerns and frustrations. Our health coach director, Jamie, reached out to ***** to discuss her options regarding a refund and we were able to come to a resolution on the issue.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I talked to one representative of the company about the weight loss plan. He was very adamant that I sign up for the program knowing I was feeling very vulnerable and depressed about my weight making me feel like this was the only way to lose weight. I signed up by taking out an almost $8000.00 dollar loan through Ally that this representative set up over the phone. The next day I had a bad feeling about this decision so I proceeded to contact the company the following day through email and canceled the program. I received an email saying they had canceled my membership but that I still owed over $3500.00 for services I did not receive. I didn't know what to do so I made 7 months of payments because I didn't want to ruin my credit score. I finally went to Ally they would not remove the balance of $2900 that is still owed after the payments I made. This company is a scam and they prey on the vulnerable people who are depressed about their weight and they make you feel like there is no other option. I am going to have to take a hit on my credit because I am not paying anymore money for a program I canceled. The only thing I received from this company was a phone call convincing me to take out a loan on a program that they made me feel like was the only way I was going to be around to see my grandchildren grow up. They prey on the vulnerable.

  Business response

  06/14/2023

  The Student Program Agreement ******* signed on 10/10/2022 states under the refund policy that “If Student terminates this Agreement after 10 days and completed the CHA Onboarding Process, the CHA Onboarding Process includes these calls: Dr. Cole’s Welcome Call, Meet Your Coach Call, and CHA Onboarding Call, then Student shall be entitled to a partial refund equal to the total cost of the program, before any discount, Student paid less delivered supplements* and a $500 CHA Launchpad and Chat fee, for all payment types… If Student terminates this Agreement before 10 days and does NOT complete the CHA Onboarding Process as outlined above, then Student shall be entitled to a partial refund equal to the total cost of the program, before any discount, Student paid less all delivered resources (supplements*, proprietary process, health coach appointments, etc).”
  
  Because ******* did not complete the CHA Onboarding Process, which includes the Welcome Call, Meet Your Coach Call, and CHA Onboarding Call, she was required to pay for all delivered resources, which includes Dr. Cole’s Proprietary CHA Process (Process Street), essentially a digital version of the program.
  
  ******* stated that we canceled her membership but that she owed over $3500 for services she did not receive. She did have a partial refund processed but was required to pay the $3500 because that is the cost of Dr. Cole’s Proprietary CHA Process (Process Street), which she did receive and still has access to. She should have an email from 10/14/2022 instructing her how to access Process Street. 
  
  We understand that the CHA Program is not a fit for everyone. We maintain that we followed our policy that was agreed upon in the contract.
  
  

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********

*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. ↩