ComplaintsforSvetness

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Before signing for the 12 month contract, I asked what happens if I wish to discontinue before 12 months. I was told via phone conversation that a fee amounting to half of the monthly fee will be charged (monthly fee is $300, so fee is $150). I read the contract and signed. Six months in, I'm not liking the service because (a) the meal plan guidance they claim to offer was a literal 15 minutes conversation of eating protein. (b) The sessions get cancelled because trainer is sick or out of town, which means, I am not using my sessions. However, I have been working out by myself consistently, so I don't need the service any more. So I decide to leave. Now they're telling me that I'd have to forfeit all 11 sessions I still have left and pay 50% of the 7 months I have left which amounts to $1875 for no service at all. Please help. Initial contract is provided and early buy out contract that was just given to me today is provided as well. Thank you for your time.

  Business response

  12/05/2022

  Thank you for sharing your feedback to us. We have reviewed your account and it looks like you signed a 12 month contract. Our contracts are expected to be completed in their entirety and the per session rate your receive is based on the contract length. We do have a buyout option for those who would like to exit our contracts early and that is standard in the fitness industry. Your account has a trainer assigned and ready to service you. As of now, you can either resume your sessions with your trainer, which we are more than happy to assist with, or exit the contract early and incur additional fees. 

  Thank you. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a review for potential consumers of this company. Beware when you sign up they have a sales personal that tells you how great Svetness is and how they provide a comprehensive service that includes:1. Trainer that comes to your home. Flexible times and dates which offer trainers if you travel. They say they will have a trainer come to your hotel wherever you are. And they state if the trainer is unable to come that they will provide another. This is untrue, I traveled and was not provided another trainer, and when my trainer was on vacation, I was not provided another trainer. 2. Nutrition evaluation and assessment with help with food planning. Not true, they text you your macros which anyone can do. 3. I committed to working out 5 days a week for 6 months, asked if I could cancel if I didn't enjoy the workouts or if I changed my mind on the number of sessions. Said yes I can just notify them... not true you are locked in. Ended up sustaining an injury and asked if I could cancel, stated no unless you want to pay a 50% termination fee. Also I told them in writing not to charge my credit card and they charged it without authorization 3 more times. I had to file a dispute to get it back. Now they are threatening to send to collections and adding late fees. This company has a good strategy but they use predatory business practices that leave much to be desired. It seems they are focused on profits and not customer service or meeting your exercise goals. Note to anyone reading this that is considering using them, only sign up for the minimum amount of sessions, you can always add more but you don't want to get locked in. I thought this would be like a gym membership but it is not so buyer beware!

  Business response

  11/18/2022

  Thank you for sharing your feedback. We have assigned an agent to your case (*****) and he will be reaching out with resolutions for your account. Thank you for being a Svetness client. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8 October 2022 we signed on with Svetness for personal training for my wife and I for 8 sessions per month for 6 months for $760.00 per month (Invoice # *****, account is under my wife, ***************************). We did have one initial session with a trainer they sent on 17 October 2022, however, the individual was unqualified as a trainer, and it was obvious they have not been doing this for long, it was almost as if we had to lead the session. We requested another trainer with some more experience (I’ve had trainers in the past, so I know what to expect). Another trainer was assigned, and we've spoken to him over the phone to plan the upcoming sessions for a set schedule on Mondays and Fridays at 9:30am. For the first scheduled session with the new trainer, the trainer cancelled a few hours before the session when we were supposed to be given 24 hour notice. We then finally made contact with the new trainer and relayed to them that if there are any cancellations to please stick to the 24 hour notice policy set by Svetness as we have children and work and to reschedule at the last minute has financial implications for us. We then scheduled another session for Friday, 4 November 2022 at 9:30am and he was a no-show. No cancellation notice, no phone call, no message in the app nothing. So, we are almost one month in with Svetness, and they have failed to deliver services, Svetness has broken its own policies twice in a row concerning 24 hour notice for cancellations, and no follow-up. We received a survey from Svetness and submitted it to Svetness customer service stating our concerns and our disappointment, however, weve received no response or feedback to date. At this point we seek a refund of the $760.00 weve been charged (Invoice # *****) and cancellation of the 6 month agreement due to Svetness failure to deliver services, and breaking their own policies without consequence - an unprofessional company.

  Business response

  11/07/2022

  Thank you for sharing your feedback. We are having our teams review your account and our teams will contact you shortly so that we may best assist you. We apologize for any inconvenience and thank you for your patience while we come to a resolution. 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2021, I request personal training services from Svetness (See article 1). In May 2022, The last service session I participated in was in end of February 2022. By May 2022 I determined there services were not a good fit for me and attempted to initiate service cancellation. In May I received a correspondence stating the billing-department would instruct me on how to cancel - the correspondence from the billing-department only stated my account would need in December 2022. In August 2022, I request again for Svetness to stop charging my account - the sales representative send me a document with a paragraph about a 50% buyout option - no where in the signed contract are such stipulations reference. In fact, no limitations to service cancelations are referenced.I want a refund from the monthly charges of $640 from May until October (total $3,200).

  Business response

  10/12/2022

  Dear Client,
  
  Thank you for sharing your feedback with us. We apologize if any of this has caused an inconvenience for you. Our contracts are expected to be completed in their entirety. If there has been any issues with the service provided, we have a team dedicated to ensuring we are able to provide services to meet your satisfaction. Our agreements can only be voided if Svetness is unable to fulfill services. After reviewing the account, it seems the team has actively attempted to service your account. While we understand that life happens and circumstance change, our agreement still stands. Our team has presented exit options, if these are not to your satisfaction, please work with our team to find any other possible solutions.

  Thank you. 

  Customer response

  10/21/2022

  [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 already responded to the "buy out" by requesting my account be closed; however, none of the representatives have provide additional information. My intentions have been made clear that I do not want this company's services.

  Due to the company's unreasonable nature I will be disputing the credit card charges since May 2022. 

  Regards,
  
  ***************************

  Business response

  11/21/2022

  Thank you for your response.

  At this point, there is a signed contract in place we must follow. Once this initial contract period is fulfilled, the account will be closed and no further charges will be levied. We thank you for being a Svetness client and hope to serve you again in the future. 

• Initial Complaint

  08/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On March 7th 2021 I signed up with the company, the terms were 3 months, 4 monthly sessions, total of 12 the entire agreement. From the time I started there was issues finding a trainer to assign to me. Once I was given a trainer they launched their new app that was a nightmare. It required numerous calls and emails to this company for help which was not immediate. Huge lack of communication which led me to send out chain emails copying every and anyone I had ever spoken to. On May 24th my trainer gave me directions on a particular workout, immediately after I tried the first this workout I felt a pop by the right side of my neck/shoulder. I told the trainer that I felt something it was very painful. He stopped the upper body workout and moved to legs. I also couldnt complete the legs because the used of my arms were needed. He ended the class. He apologized for not paying attention after giving the instructions.. Well, the next day I could not pull myself out of bed. I was taken to the ER where I was diagnosed with Cervical Radiculopathy. The only thing that I was instructed to do was rest and not use my arm. I was told it could take some time to heal. I relayed this to Svet, and noted that I would not renew my agreement when it ends June 7th, which would be the 3months from date of signature on the agreement. There was no sympathy or apology for the trainers negligence. I also paid for days I was unable to use, which were never rescheduled. Since I could not perform or do any strenuous activities before the end of the agreement, I decided to cut my loses and just lose out on the sessions I had already paid for. Tons of emails to Svet and their last email date July 2021 stated they would escalate it to upper management. I finally got an email a year later July 2022 with threats to collections and an addition $500 fee. At the time they wanted me to pay them $300, but now they want $800. Im looking for a resolution before this ends up on a judges desk.

  Business response

  08/24/2022

  Dear client,

  Thank you for your feedback. This account has been submitted to a 3rd party collections agency at this point and Svetness no longer has ownership of this account. We encourage you to work with the collections agency to find a resolution. Thank you!

  Business response

  10/27/2022

  Dear client,

  It seems the team has come to a resolution with you to your satisfaction. We hope to service you again in the future. Thank you for being a Svetness client. 

  Customer response

  10/28/2022

  [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

  08/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired this company for personal training. When describing their services before onboarding they told me there was plenty of trainers in my area, they would come to my home for the time I paid for (a full hour per session) and bring equipment needed for the sessions. First session I had was one trainer for one day, never heard back because he apparently left the company (no equipment for that session). Finally, they outsourced my training sessions. The sessions were almost never the one hour I paid for and the trainer never brought equipment as discussed when first signing on. I brought this to their attention, nothing was corrected. The final straw was when my card on file was replaced and instead of reaching out to clarify any billing issues they froze my lessons, the ones I PAID for already that I hadn't taken due to their lack of training available (about 6-8 sessions). They told me I had to pay all the upcoming lessons owed and use all the lessons before June or I would lose them (this was May) I had no confidence in their ability to fulfill their obligations since they clearly had not up to that point. Told them to keep the sessions owed to me and I would not pay any more lessons due to lack of services rendered. Instead, they sent me to collections plus added on another $500 fee.

  Business response

  08/16/2022

  Dear client,

  Thank you for your feedback. Unfortunately this account has been submitted to a 3rd party collections agency a few months ago and Svetness no longer owns the account. Please work with the collections agency to find a resolution. Thank you! 

  Customer response

  08/18/2022

  [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 had no right to pass this along to collections considering they did not fill their end of the contract.  I gave them every opportunity to do so before I refused to be charged again for their non-existent services.  
  
  Regards,
  
  *******************************

  Business response

  08/30/2022

  Dear Client,

  Unfortunately, at this stage there is not much we can do. Our reps actively reached out to you before the account was submitted to collections and you were given time to resolve the matter. Given, that there was no resolution in a timely manner, the account was submitted to collections per our policies and as stated in our contract. At this time, we encourage to work with the collections agency to come to a resolution for your account. Thank you. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Svetness wants me to pay for services not rendered, and is sending me multiple notices.I signed up for svetness in Feb of this year for at home trainer sessions. 8 sessions a month. I was told i could terminate the 12 month contract anytime.After paying for two months and only getting 4 sessions, I requested them to cancel. I told them that I had paid for 16 sessions and received only 4, and I was not asking for a refund but an end to my contract.they keep pestering me for more payments even though they have not provided any services and now are threatening to send my account to collections process.

  Business response

  08/10/2022

  Dear client,

  Thank you for reaching out. We have reviewed the account and it seems this account has been submitted to a 3rd party collections agency and you may work with them directly to resolve your account. Thank you. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am in a contract for personal training, got an injury, saw a doctor and got a written letter signed from the doctor saying not to continue any training permanently. The letter was sent to the company, as requested, multiple different ways that were requested over several months. The company has told me, over the phone and through email, many different processes. Now they are saying that I cannot end the contract. In the contract I signed, there is no clause about breaking the contract due to medical injury. They request that I pay the entire remaining contract, I have explained that I am legally able to break the contract due to a permanent disability, stated by the doctor. They agreed at first, but have now gone back on their word. They don’t follow their own “policies” and never sent me any policies to begin with until I was months into the process of canceling the contract with them. They are under Virginia law, under the commonwealth of Virginia, I signed it here in California. Their contract states that I will follow Virginia law.

  Business response

  07/15/2022

  Dear client,

  After reviewing the account it seems our reps followed our standard procedures. At this point you can take one of the options presented to you or the account will be submitted to a 3rd party collections agency.

  Thank you!

  Customer response

  07/17/2022

  [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:
  As discussed, the contract does not have a clause for medical termination and I did not receive any policy for standard protocol until several months into the case, nor does the contract that was signed have any information about following company protocols.
  
  Regards,
  
  *******************************
  

  Business response

  07/18/2022

  Dear client,

  Our team has reached out to you with a resolution for your account. Please let us know if the resolution is to your satisfaction. Thank you! 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/16/2022, I was looking for in home personal training services on-line on a competitor's website, through black hat impersonation Svetness manipulated me into giving them my phone number. Jordan C*********** contacted me and promised I would be matched with a trainer of my choice right away and get on with my training, all I have to do is electronically sign the docusign which he is emailing me, which sets forth the rates and discounts for couples and he will match us up with the trainer. Unfortunately I signed that document the very next day on the 17th, in haste (he sounded very trustworthy). That ******** was a trap and very different than what we had discussed on the phone.When I called back after signing to ask for my trainer's name and set up a schedule,Jordan told me to wait for an email from the account manager Scott F***** who will discuss diet and fitness topics and long term goals etc. with me and only then will I be matched up with a trainer. At that point I sent an email to Jordan C***** saying "I would like to separate ways" because that is not what we discussed. I received a non-responsive email from Jordan basically saying speak to Scott and if you aren't satisfied call me back. Scott sent me an email scheduling a phone conference in 3-4 days. I called my bank and tried to dispute the charges. An hour later they charged my account. The bank put a temporary credit on my account but reversed it as soon as Svetness presented the docusign which Jordan mislead me into signing. Svetness sent me a certified letter demanding $1,270 and refuses to refund my money or provide the training sessions which I paid for. I aske for Svetnesses workers compensation and liability insurance info as well as their trainers' credentials but they refuse to provide until I bring my "delinquent balance to up to date." I am a victim of a bait and switch operation and although I asked to rescind the same day I signed (under false pretenses) Svetness refuses to refund.

  Business response

  06/24/2022

  Dear client,

  Thank you for sharing your feedback. We have reviewed the account and noted the following. On 5/17/2022, you signed an agreement to work with our service providers. By 5/18/2022, your account manager had assigned a service provider in our system, and by 5/20/2022, the service provider made contact with you to schedule the agreed upon services. Our service providers are available to assist you and have been available this entire time. At no point were you denied service. As long as your account is current, we will gladly uphold our end of the agreement. Our agreement, allows us for up to 10 business days to assign a provider to you. We have this clause in our agreement given that we need to factor in things like the clients location, specific times available and in this particular case, gender preference. A service provider was assigned to your account in 3 business days. Please communicate with our billing team to ensure your account is current and all agreed upon services will be provided.  

  Business response

  07/15/2022

  Dear client,

  As a company serving clients nationwide, yes, we allow 10 days to assign all of our clients a trainer. This is to take things into account such as times requested, location, gender preference and other factors...You signed your contract on 5/17 and on 5/20, our trainers were reaching out to you to schedule services only to be rejected by you. Unless there is anything else that may have occurred that we are not aware of, there is not much to dispute. We apologize if a 3 day assignment period was too much for you, but it is clearly within our terms. 

  Thank you

  Customer response

  08/23/2022

  [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:

  Svetness, misrepresented the process, misrepresented the service and misrepresented the timelines. This was a true bait and switch operation and when I caught on which was the same day I electronically signed the agreement that they pressured me into, before recieving any services from them, they grabbed my money ($720) and refused a refund request and even made two additional attemts to debit my account in subsequent months!

  Regards,
  
  *********************************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am really disappointed in the way they provided us with the training. We were thinking we could have a good flexible day and time for us, but we didnt. We had to keep going back and forth with the trainer and then we got a schedule that was not the best but we still needed to pick up the dates. We had 2 trainers who had to go out of town for a few days so we waited for a bit before we contacted him. We were then told we would be getting a new trainer! Well we waited and waited until we finally got one. We then got a message saying we were no longer able to see that trainer and we were going to get another one! We will admit that we had to cancel our meeting but we were still working on getting our schedule together for our next sessions only to be told we will have to wait until we get assigned someone else. Seriously you are going to be charging me for the service that your company is lacking. We should have been given a call or text when your trainer wasnt going to be working with us anymore. However you should have had a replacement for us immediately after so we could have stayed motivated. We would like for a return of money for the sessions we have been unable to complete. We had been charged for service that was not available to us as conveniently as you made us believe. We will be willing to take a prorated fee for the sessions that we did not receive. We are going to be asking for the accounting for the sessions we have completed so we can get the accurate amount due to us. I am sincerely hoping you will get it done ASAP

  Business response

  06/06/2022

  Dear client,

  Thank you for sharing your feedback. We have reviewed your account and it looks like our reps have been trying to reach you regarding your account. We see that you have many paid sessions in your account and we will honor all of the sessions in your account by extending the expiration on the sessions. Please work with your account manager to provide up to date information so that we may provide you a trainer that meets your needs. 

  Thank you! 

*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. ↩