ComplaintsforSvetness

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I found this company on *********. I was NEVER interested in remote services which apparently that’s all they provide. I politely declined their help. I have now gotten calls from at least nine different numbers….caller ID shows it’s them…… all over the country….at all hours. I continue to ask them to stop calling me but they do it anyway. I’ve blocked them but i wonder how long this nonsense will go on. I just want them to leave me alone and stop harassing me.

  Business response

  05/10/2023

  I am sorry to hear that you have been receiving unwanted marketing calls and have been unable to unsubscribe from our contact lists.

  We take your privacy and preferences seriously and it is never our intention to cause any inconvenience or frustration.

  I would like to assure you that we are taking immediate action to remove your information from all of our marketing and contact lists.

  Additionally, we are reviewing our internal procedures to ensure that we are in compliance with all relevant laws and regulations regarding contact and communication with potential customers.

  I understand how frustrating and invasive unwanted calls can be, and I apologize for any discomfort this has caused you. Please know that we value your feedback and take your concerns seriously.

  If you have any further questions or concerns, please do not hesitate to reach out to me directly. We are committed to ensuring that your experience with our company is positive and respectful.

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

  VP- Customer Experience

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

  Customer response

  05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **************************************
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is FRAUD. They claimed they came to my house to offer a service and that never occurred. They should be subjected to provide proof that they actually visited the homes. It is horrible business and its fraudulent

  Business response

  05/10/2023

  ********,

  I'm sorry for your frustration- however you signed off on sessions on 12/13/2021 and 12/06/2021, and your trainer was *********************. On 12/08/2021 you no showed for an appointment and did not provide 24 hour notice to your trainer.
  
  Many attempts were made to contact you to try to come to resolution, but our emails were not replied to, nor phone calls returned.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a very good customer & never had issues with any companies, I pay my credit card & bills on time and am very financially responsible, I don't want this scam company to affect my credit score for their nonsense. I only did the FREE SESSION and THATS IT, I notified them RIGHT AWAY that they didnt provide me with the promised service and i did not use any of their services at all. They have no right to be harassing me to pay them if they didnt provide me with the promised service. ***** was the one that signed me up, i was signed up on saturday feb 4,2023. he made me sign a contract without letting me read it, he said not to worry & everything he was saying to me verbally is there, he made me sign it while still on the phone with him. He promised over the phone that i have nothing to worry about, he has a trainer that i am looking for that will do the exercises i want, he said that the first session is free so if i dont like it i dont have to continue, he was sure that i would like it so there will be no issues. I said to him that i am signing it today because i want to start on monday, he said no problem. Then once i signed it his tone changed, he was like no i need one week to find you the perfect trainer, i said thats not what we agreed on, once i got to my FREE SESSION, the trainer didnt do any of the exercises i wanted, didnt provide the promised service. I told *****, the trainer, & ******** what i wanted and i still did not receive the promised service so i told them i am not interested in utilizing their services. I only did the free session and didnt use their services at all. everything ***** said to me verbally was a lie just so that he can get me to sign a contract that was just a way to scam money out of me without them having to provide the promised services. I told **** about this and they put a stop payment to this company because they are a scam. I have text msg proof for everything. I didnt use the service at all, only the FREE SESSION.

  Business response

  05/10/2023

  ********,

  We wanted to reach out to you regarding some of the services that were discussed during your recent conversation with our sales team. We have discovered that there were some inaccuracies presented during that conversation, and we want to apologize for any confusion or frustration that this may have caused.

  We take the trust and satisfaction of our customers very seriously, and we regret that we did not meet your expectations in this instance. We want to assure you that we are taking steps to ensure that this does not happen again in the future.

  We want to be transparent with you about the services that we do provide, and we want to make things right. The contract that was signed however, made no mention of free training, and mentions none of that in the termination clause.

  However- at Svetness we strive to ensure we do right by our customers and to alleviate any frustrations- as we want all of our customers both past and present to be happy.

  Please call me back at ************ so that we can ensure you don't feel scammed, and do what is right. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company scammed me into signing a contract. - it was not explained throughout that I would be paying 600 bi weekly for an entire year I would have never agreed to that I thought it was 1200 yearly two payments of 1200 not 1200 a month and ***** the guy I spoke to clearly had to have known that when I said is it possible to just pay it all upfront thinking it was just 1200. I then completed one session which I offered to pay for but they refused following that session I began to get extremely bad headaches when I had my infant just 6 months ago I hemorrhaged terribly I suffer from low iron which was justified with pills however my condition worsened I now go weekly for iron treatments so I don’t pass out I am currently on bed rest which all medical documentation I have documented has now gone to my lawyer who is EXTREMELY expensive to get me out of a SCAMMING CONTRACT on top of that I am currently with child which is a recent medical change that I also did not disclose to them because talking with them pisses me off and is likely bad for my health. So many life changes and they are threatening people I am attempting to see if I can sue for emotional distress which is literally affecting my mental and physical health please review this business as this is continued complaints with multiple people and they are not out to help people for the greater good they are here to steal lie and cheat people stay away from this business at ALL COST.

  Business response

  05/15/2023

  ********,

  I am sorry to hear of your experiences here at Svetness. I am the new VP of Client Success at Svetness, and I did review your account last week.

  You should have been contacted via our billing department which allowed the termination of the contract with no penalties or fees. Please let me know if that did not happen.

  Unfortunately, some of our billing processes got in the way of actually serving our customers and being sympathetic to their needs and changing lives. We have addressed these processes which will allow us to take a more understanding approach to the medical needs and situations of our customers.

  I am sorry to hear about all of the medical issues you have experienced, but also want to congratulate your pregnancy! That is exciting! 

  I apologize that you weren't heard or understood, as you very clearly had reason to terminate. 

  Customer response

  05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I signed up I was specific to state that I needed Monday Morning at 5 am and that I have specific needs pertaining to my health conditions, ***** and ********* *********. I was specific to also state I needed someone who has experience with modifications. I then spoke with you and also expressed this schedule and concern.In the span of 5 days, I was sent to two people, the first could not accommodate my schedule, and the second could not accommodate my schedule and has no documented experience with modification, per thier website. The fact I was sent these two people was also an utter disregard for my time. When I spoke with the account manager and told him I wanted to just get out of the contract and go with the brick-and-mortar gym that I would be assured to have a qualified trainer that could accommodate my schedule. He said, he was sorry to see me go and he was sending my stuff to billing. He did not say, let me see if I can get you a refund, he did not say let me see if I can get you out of this, he said, "I am sorry to see you go, I will get this to billing". Later in the day, I signed a contract with the gym as I told them I was going to do that morning. Later in the day AFTER I signed with the other company they sent me a text stating they found someone who could accommodate my schedule. I do not know if we would have been a good fit, or if they are experienced with my specific illness. I explained in embarrassing detail, My husband just died, I had been taking care of him for the past three years, and my health is at an all-time decline including Major Depressive Disorder. I recently tried to take my own life. Exercise is the only thing that can help with my limited mobility and my depression.They are refusing to let me cancel even though I have not used the service. Do Not do it!!! They do not care about people, only your money!

  Business response

  04/24/2023

  Dear client,

  Thank you for bringing this to our attention. We have reviewed your account and it seems one of our managers has already reached out and addressed your concerns. We hope this resolution is to your satisfaction. We thank you for allowing us the opportunity to serve you and hope to serve you again in the future. 

  Best of luck in your fitness journey! 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted with this scam SVETNESS company end of december and after 2 sessions i realized they are a fraud! they make you sign a contract and you cannot end it even if you paid for sessions not received and being given insanely poor service, they refuse to end your contract even if you don't ask for a refund of not rendered services. They keep forcing you to give them money and threaten with collections when you clearly state the service was not provided. Their accounting team can't even spell correctly and only care to THREATEN you. They make you buy ****** supplements just cause they have discounts codes for. TOTAL FRAUD AND SCAM!!

  Business response

  03/13/2023

  Dear Client,

  We take our commitment to our clients very seriously and we partner with nationally known and respected companies for any add on services. We are more than happy to service your account and we have trainers on stand by ready to work with you. It seems your account has a financial dispute pending, please link up with our billing team so we can resolve this. Once that is resolved, you may resume with your training services at your convinience. 

  Thank you for being a Svetness client. 

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have expressed the fact that the service was terrible to the customer service and have not received a response. The billings department is not customer service and all they did was to threaten with the remaining contract, disregarding my concern about being completely unsatisfied with the service and not wanting to give it any more of my time to trying new trainer over and over .
  
  Regards,
  
  ************
  
  
  
  
  
  
  
  

  
  

  Business response

  03/20/2023

  Dear client,

  Thank you for your response. Our records indicate that our team has reached out various times in order to come to a resolution. At this time, you account is past due. We are more than happy to provides services once the account is rectified. 

  Thank you. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered in a 3 months contract with Svetness to test it out, I would pay $75 per training session with 1 session a week. At the end of my 2nd month (on 12/9/22), I advised them I did not want to continue with their services at a month-to-month basis and asked to stop the automatic charges after the contract ended (on 1/14/23), which they did. At the end of the 2nd month of the contract, I advised them I would be out of the country for the holidays and asked if I could make up the missed sessions even though I would terminate my membership, to which they replied, yes, you'll have access to all the sessions you paid for. They did advise me I had until 2/7/22 to use all my sessions. I did not have a chance to use them because I was out of the country and had started in a new job. My membership expired on 2/7/23 (3 days ago) and I didn't get to use the last 5 sessions. I asked them if I could still do it, they said "no" because I no longer had a membership with them. I asked them to please, as a goodwill gesture, extend the expiration date another 7 days only and I would do a session a day for 5 days to use all the sessions I paid for. They said "no" because my membership had ended. This is horrible customer service, Svetness only want your money and the moment you stop giving it to them, they'll discard you with no remorse or willingness to make you a happy consumer. At this point, they left a very bad taste in my mouth and I would like a refund for the 5 sessions I paid for and did not use @$75 each, totaling $375. I tried to resolve this directly with them amicably, but they are not interested in providing good customer service. I'd like BBB to intervene and assist me with getting a refund for the unused sessions I paid for and am entitled to.

  Business response

  03/06/2023

  Thank you for sharing your feedback with us.

  We have reviewed your account and it looks like our team handled everything according to our polices. The timelines and dates were clearly communicated by our team as we cannot keep accounts open indefinitely. If you would like to continue the program, our team has already offered several options for you to continue.

  Thank you! 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I just started with svetness I went the meeting and I never started working out I paid $150 for my session and I told them I wanted to cancel my account and now there telling that I have to buyout the contract to cancel thats the stupidest thing I ever heard. I just want to cancel my account thats all Im suing

  Customer response

  02/04/2023

  I wanted Svetness to cancel my account and no longer call nor text me about paying money because I wanted cancel with then 30 days. 

  Business response

  02/22/2023

  Dear client,

  Thank you for sharing that feedback with us. We reviewed the account and do see record of a 12 month program that you signed. At this time, Svetness has provided you with a top rated trainer in your area and we have met our commitment to you as a client. We are more than happy to service you or you can communicate with our billing department to explore options to exit your contract which may incur fees. 

  Thank you. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for an in home training program with Svetness on June 5 for 3 months of training for $1800. I was promised a trainer familiar with water exercises and my specific health issues. The first trainer simply didn't show up. The second trainer didn't know what he was doing and had zero experience. We wasted several sessions for him to "learn", but he wasn't improving. I requested a new trainer. Two months later they scheduled me with a new trainer. He was great. Then he quit after a few sessions. Another two months pass, and they scheduled me with a new trainer. He was also great. I signed my aunt up for sessions with him too for $330. Then he also quit after a few sessions. Then they tried to tell me my sessions expired. Because they were supposed to be for 3 months. After I lost my last trainer I reached out. I haven't been able to get any responses. I have requested a refund. Being able to work out with a trainer for 2 weeks then a break for months has been completely useless. I requested a cancelation and refund multiple times. They won't respond to emails or texts.

  Business response

  01/23/2023

  Dear client,

  Thank you for bringing this matter to our attention. We are reviewing your account so that we may best assist you with this matter. Someone from our team will be reaching out shortly. 

  Business response

  01/27/2023

  Dear client,

  Thank you for your feedback. We apologize if you experience was anything less than excellent. Your refund request was approved and processed for any sessions that remained unused in the account. Unfortunately, we cannot process refund for the sessions that were used as those have already been paid out to our service providers. We thank you for choosing Svetness and hope to serve you again in the future. 

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they did not offer me even a full refund of services that I paid for and have not used. Additionally, I paid to work out three times a week for 3 months. They did not provide that service. I was able to work out extremely sporadically over almost a year. I paid the money in good faith to achieve my fitness goal. The service I received did not accomplish that because it is not possible to get in shape when you work out twice, wait a few weeks, rinse repeat. I  gave them numerous chances to make this right. I'm sure you can appreciate that I did not get the service I paid for. 
  
  Regards,
  
  ***********************
  

  Business response

  02/14/2023

  Dear client,

  Unfortunately, we cannot comply with your request. We have already provide you with a refund for all remaining sessions in the account. Any used sessions have already been paid out to our providers and cannot be refunded. Thank you. 

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they did not offer to refund the unused sessions. They only offered to refund a portion of the unused sessions. 
  
  Regards,
  
  ***********************
  

  Business response

  03/20/2023

  Dear client,

  Your account has been reviewed and it seems any remaining unused sessions have been approved for a refund, this was approved several weeks ago. Our billing department has sent you an acknowledgment form to finalize the refund and we have not heard back from you. Please reach out to our billing team to finalize your refund, thank you!

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On approximately November 21, 2022, I signed an agreement for some personal training services. The Svetness representative assured me that they would provide the name and contact information for the trainer they wanted to assign. However, after roughly 3 weeks of receiving no communication from Svetness (and also after paying roughly $350), I downloaded their mobile app, and sent a text asking why a trainer had not been assigned as per the terms of the agreement. Then, the next day, I got a text reply from the person they evidently assigned (a male trainer even though I had explicitly requested a female trainer) asking me when I wanted to 'start sessions'. I then responded that this level of so-called customer service was unacceptable and that I wished to cancel my membership and all subsequent charges since Svetness had not lived up to the terms of the agreement. The response I got was that they 'sent me a text' with my alleged trainers name, contact info etc. within the 'terms of the contract'. Absolutely NOT TRUE. Had I not contacted them after roughly 3 weeks, I'm quite sure I would have heard nothing back from them until this day and, quite likely, ever. Finally, even though I paid the $350 and NEVER received any services of any kind, I allowed for the fact that a refund of that amount might not be possible, but I would appreciate if they would have considered it. They flat out refused to even consider it. So, after several e-mail communications with the Accounting Manager, they flat out refuse to consider any of my requests and insist I either pay off the balance of the contract or pay 50% of the balance as a fee. So, how can a business charge over $1,000 minimum for services that WERE NOT EVER PROVIDED or even arranged? Thank you

  Business response

  01/23/2023

  Dear client,

  Thank you for bringing this matter to our attention. We have reviewed the account and found the following. You signed up on 11/18 and your trainer was assigned on 11/22. Then, per your request after the trainer reached out to you, you requested to not begin the program until after January. Your account manager and trainer both have this documented and your account was placed on hold (see attached). During the time your account was on hold, you then emailed our back office asking to cancel because you had not heard from anybody. We are unsure as to where the disconnect happened but we are here to remedy the situation. At this time, we have a trainer assigned to your account and we would be more than happy to provide services. Please reach out to your account manager to confirm any details/changes to your account and we can get you started. 

  Thank you! 

  Customer response

  02/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Ok fine. Your iron-clad contract says “no gender preference.”  And that is your reason for not even making the simplest of  accommodations in the interest of the most minimal resemblance to “customer service’? Wow! I had the audacity  to request a female trainer not once (and YES your slick video  onboarding rep with his disgustingly condescending “You’re the  Boss” every 3 minutes AND also when I told him I wanted a  female trainer, by the way), but 3 times now. Svetness, Inc. with  all its resources and high gloss marketing and steroid-addled  models, cannot possibly re-assign me to a female trainer. Wow.  “Call the legal department!” Do you not HAVE any qualified  female trainers? Or are you saving them for your end-of-year all  expenses paid junket to the Caymans to entertain your top  execs and diamond level sales reps? Instead, you prefer to  drag this all out instead and sic your collection hounds on me.  Great business model.
  
  Regards,
  
  *****************
  

  Business response

  02/14/2023

  Dear client,
  The program you purchased had no gender preference. This is something that is covered in all of our sales calls and noted in our clients profiles. Had you requested a female during the sales call, you would have been explained our policy which states "that we cannot guarantee a female trainer for in home personal training if the purchasing client is a male". That being said, you were provided a qualified trainer that is highly rated in your area. Everything has been document in your account. Please work with our representatives to ensure your account is active and we will be more than happy to provide services. 

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I specifically requested a female trainer at my Video consultation session. Svetness did NOT honor my  request. ****** **** is NOT female. As you can see I again requested this in my online text of January  28, 2023. As has been my experience with Svetness, they have not only failed to honor my second  request, they have not had the courtesy to respond. So, I echo my original complaint that they do NOT  provide even the minimum requisite customer service. As to their original response regarding my choice  to ‘suspend’ my account, they conveniently omitted the prior communications where I specifically  requested cancellation, and they refused instead stating my only options were to proceed with full  payment or ‘suspend’ my account. Since, again, they refused to honor my request, I had no choice but  to ‘suspend’ in hopes of resolving the larger issue of the fact they violated the terms of the contract by  not notifying me that ANY trainer had been assigned within the specified period. Even if you accept thei  version that they did, I again echo that they assigned who THEY wanted, ignoring my repeated requests  for a female trainer.
  
  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. ↩