Roman J.
0/10 recommend
I joined to to help stay active but I soon realized online coaching does not give the same affect as in person. I also ended up taking in a child who needed cared for. I know this is not their problem but I explained I needed to end services. They wanted me to pay for their time event though they wouldn’t be working with me. I finished my payments and got billed again today and was told I “signed” a 9 month commitment and cannot leave the contract. I signed documents to end services with them. I assume those documents either didn’t go through or were not acknowledged. I resigned them again and STILL have yet to hear from the actual coaches. I was told a few times to not trust this company but I decided otherwise. In my honest opinion, if you choose to sign up, use a credit card so you can cancel payments rather than being in the situation I am in. I now have to shut off my debit card to prevent them from getting my money. I was later send a charge list showing a bill for Oct with a statement saying I was last billed for September. Rather than being a reasonable company they want to send the payment that I made to them to collections since I’m fighting the case. They have it set up to where if they in accurately charge you & you fight it, if screws you over in the end. I’ve never worked with a business who did not find reason within the client. They claimed I did not respond to cancellation when I sent them a picture of the response. I have not spoken to them since May. But somehow they assumed I didn’t cancel services? If I were to sign the cancellation documents after already being invoiced each payment, I assumed they would charge me the +$500 and if I tried to dispute it, they’d put it in collections. I feel they are more for money than care for the customer. Not every customer/client is going to like what they have to offer and if that’s the case, they still get your money regardless.
Response from Alex Tilinca CoachingOct 7, 2024
Hi Roman, I’m genuinely sorry to hear that you felt your experience with our team wasn’t positive. I’d like to provide a few clarifications to ensure there’s an accurate understanding of our policies, the accommodations we made, and the timeline of events. Commitment and Cancellation Terms You chose the 9-month commitment program to secure our lowest rate. As we discussed during your onboarding, commitment periods are standard for new clients, and we clarified that early cancellations would incur fees. These terms were also outlined in the coaching agreement provided to you to avoid any misunderstandings. Pause Agreement On January 22nd, after discussing some challenges with Liam, you requested to pause your plan until September. While we typically allow pauses for up to four months, we extended yours to six months and kept your account active at no charge from March to September to support you through personal challenges. Cancellation Request When you requested cancellation on May 1st, you informed us that you were already working with an in-person trainer, with no mention of personal reasons. We value accuracy, and stating otherwise in your review does not align with the documented timeline of events. We sent the required cancellation form on June 19th, which is essential to finalize the cancellation, but we didn’t receive it back, so your account resumed in September, leading to charges in September and October. Communication Efforts From June 19th through the summer and early fall, we sent messages via our portal to stay in touch and clarify the next steps. Stating that you didn’t hear from us since May isn’t accurate, as we consistently reached out and were also in communication on October 7th when you signed the cancellation form, before this review was posted. Final Cancellation and Waived Fees Your account remained active until October 7th, when we received your completed cancellation form and closed it. Additionally, we waived any early cancellation fees as a courtesy, and you were not sent to collections. We genuinely strive to be as transparent and accommodating as possible, especially as a small business where honest feedback is essential. We don’t feel that this review fully represents our efforts to work with you and support your needs. If there’s anything further you’d like to discuss or clarify, please don’t hesitate to reach out.