Tracy G.
They stole $458 from me
Channa was a great coach but this company took $458 (credits) from me. At first they said that my credits expired and send me their policy. Their policy says that credits expire after 6 months. I had only been with them for 3 months. When I pointed this out, they proceeded to blame it on Channa saying that she took the credits early. So now they wanted me to pay more money after they took almost $500 from me. Terrible customer service and terrible way to build trust. I received the reply below. To get a copy of your policy that says “credits expire in 6 months”, why would anyone think to look at what the coach writes when signing on to Zoom to see if the coach’s rules are different than the company’s rules? If it is in the “fine print” that the coach says credits expire in 3 months, that needs to be made clear to the consumer. I don’t recall seeing or hearing anything from Channa that the credits would expire in 3 months. Again it’s about trust…the company says 6 months but the coach can override the company and say 3 months. I don’t see that happening in any other company. Usually it’s only one company rule/one policy. At the very least, I could have been sent an email or text saying that the credits were about to expire. Then it would have been understandable that I forfeited almost $500 but it feels more like a trick of the company to wait until the credits are gone then send me a text saying “hey, Tracy give us more money so you can make an appointment even though we just took $500 of your credits”. $500 May mean nothing to you but I am a single mother and $500 is a lot of money for me to lose.
Response from Relationship HeroJul 8, 2023
Thank you for taking the time to share your experience. While our default policy is that credits expire after six months, individual coaches also have their specific policies. These individual policies supersede our general policy. Channa, your coach, has a policy stating that credits expire after three months. This policy was made clear to you on Channa's coaching profile, and you acknowledged and agreed to it each time a session was scheduled. At one point I see there was an unfortunate miscommunication from our client support team regarding the status of your credits. We certainly did not intend to place blame on Coach Channa or to request further payment without a comprehensive explanation. I apologize for the confusion. Your feedback is invaluable in helping us improve our services, and we're committed to learning from this incident. Should you wish to discuss this matter further or if you have any other concerns, please do not hesitate to reach out to me directly. We're here to help. Note: We subsequently decided to issue a full refund of unused credits as a one-time courtesy.