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ComplaintsforPrime Weight Loss
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid Prime Weight Loss $2900 upfront for 17 weeks of food and check in appointments. I completed two weeks of the program and it made my stomach hurt so I discontinued the program. I asked for a refund for the remaining 15 weeks of appointments and food and Prime is only willing to refund me $1800. They are stating the need to protect their proprietary. They couldnt produce any documents I signed agreeing to this refund policy.Business response
04/06/2024
The customer who has issued this complaint had signed an agreement which clearly states that she is agreeing to the entire total cost of the program and that we do not base charges on a week-to-week basis/service. She had reached out via text to us after three weeks of being on our program and said her stomach has been upset and she wanted to stop using our foods at the suggestion of her doctor. Our foods are low-inflammatory and the upset stomach she complained about was definitely not normal. We have a refund policy in place, but we require a simple doctor's note which can just state that she was seen in the ****** that day in order to issue a refund. The customer was fine with providing this up until we told her it needs to come from the doctor ****** and not directly from her. She said that was against HIPAA policy, which our doctor is HIPAA compliant, and she still refused to provide this to us. We explained that this is a requirement and if we can just get a note from them saying she was seen in the ****** that we had no problem issuing a refund consistent with what was unused from her program as she had requested. She became more upset and then demanded we issue a 100% refund without her having to provide the doctor note. We went outside of our refund policy and issued a partial refund (we refunded 2/3 of her program cost). Our doctor tried calling this customer several times to explain the refund situation and how we could go around our policy to issue a quick refund for the amount unused; however, she refused to answer her phone and would just text back that she didn't have time for a phone call and to call her husband. When her husband came to the ****** to pick up the payment, our doctor explained why some of the funds are non-refundable and her husband said he understood, and it made sense considering the services, materials, and foods used by his wife. He was thankful for the refund we provided and left. His wife then went on ****** to write a negative review a few hours after accepting the refund. We have several messages from this customer excited about her ******************** loss results and the program up until we did not issue a full refund.
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This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.