This is the email that I sent to their customer service department since I couldn't get anyone on the phone at the 800 number or the 4 numbers for my center; I still have yet to receive a reply. I'll file a complain with the AG, but this will probably go nowhere.
I had emergency surgery a few weeks back and, after I got out of the hospital, was informed by my counselor that I could not return for 30 days due to the anesthesia. Between that and the holidays, I just went back to my center (Brockton, MA) last night and, to my surprise, the doors were locked even though the lights were on and they looked open; the only notice on the door was indicating their hours for the week of December 24.
I then called the three numbers that I had and, not only was there no answer, I was not even redirected to voice mail. I then got online this afternoon to look up the store and their hours and I was redirected to the page that stated they the centers were closing January 4 (today) and that I had to pick up my product by January 4 (today), which is impossible. I now have some questions:
1. Why was I not informed? Why did I not receive an email, a phone call or a mailing?
2. Why did one of your counselors call me less than a month ago asking me to purchase MORE boxes of bars, despite the fact that I still had a credit for 14? She was telling me that you had a great sale going on, but I, thankfully, declined. Was this a vain attempt to squeeze a few more hundred dollars apiece out of your unsuspecting clients?
3. Even if I were able to get to a center when it was actually open, what am I supposed to do with the product if I am to join another weight loss program? Your products are specifically designed to YOUR program.
4. I appreciate the fact that I will not have to pay a registration fee at some of the companies that you partnered with, but what about the additional cost? I will have to pay twice as much money to reach the same goal? Which leads me to my last question;
5. How will I be reimbursed? I signed a legally binding contract with your company stating that for X amount of dollars you would provide a service to me and a product to me. Money exchanged hands, however I have not received the service or the product from you. Should I expect to receive a check from you or will your company just put $85 a month back in my bank account for 8 months? And the money that I paid for 14 boxes of bars? I assume that I will receive a check for that since I:
a. Can't receive them; and
b. Can't use them if I could receive them.
Allison
Abington, Massachusetts
U.S.A.