• Report: #962038

Complaint Review: Legacy Publishing

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  • Submitted: Tue, October 30, 2012
  • Updated: Tue, October 30, 2012

  • Reported By: dont_rip_me_off — San Francisco California United States of America
Legacy Publishing
511 Wisconsin Drive New Richmond, Wisconsin United States of America

Legacy Publishing Lies about what it can do and then difficult or almost impossible to get refund even after they mislead you in the first place New Richmond, Wisconsin

*UPDATE Employee ..inside information: We Apologize For Any Misunderstanding

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I heard about the Total Transformation Program from a colleague who had a friend who used it and apparently worked.  I had a very specific situation - I had a nephew who was 17 going on 18 that was dealing drugs out of state and I agreed that he should come to stay with me for about 10 days (or more if we could convince him stay longer) so that he would get away from "bad influences".  I wanted this program to help me communicate with him and maybe instill some morals into him.  

I called the customer service line to explain my situation and whether it would be applicable in my situation.  The service rep said yes and that James Lehman had been into drugs and was even in jail and so it would work and suggested that I do the "survey option" so I wouldn't have to pay for the program.  WARNING:  They do NOT inform you that if you take the survey option you CANNOT return the program if you don't like it!  Then they also get you to try their "Total Focus" dvds which they say is to help children focus in school but neglect to tell you it's SPECIFICALLY for children with ADHD!  Then of course there is the parents line and the many other educational video offers they try to ply you with.  It's a viscous sales attack to get people at their most vulnerable. 

Unfortunately, after I received the program and listened to the audio discs, it was apparent that it would not be useful at all in my situation.  This program may work for someone who is more reliant on their parents (no car, no cash and not physically large enough to just really do whatever he wants).  Since my nephew didn't even make it down here, I thought it would be good for his parents to do the program.  However, my nephew was never around and so none of the "parenting" techniques would even work!  I think this is more for a young adolescent child (10-14 yo) that is just starting to act out but still somewhat respects his parents.  

So shortly after discovering that this program would not be applicable (after doing 2 lessons), I tried to return it.  The Customer Service Rep's I talked to about returning it were completely unhelpful and said that because I had chosen the survey option, to get my money back I had to fill in the survey COMPLETELY eventhough it was not applicable and I couldn't even fill it out.  I told them that I was mislead into getting the program at all as the original service rep misrepresented what the program could do for me.  Yet they still refused to let me return the program.  I felt so ripped off I told my credit card company and so they barred the charges and refunded me the portion I had paid to date.
 
 Then I started getting the calls and emails about my lack of payment.  The threatening calls to send my account to collections.  So I finally had to call again (despite my not wanting to) their customer service line and they still continued to not "hear" me and insist that the program could work for me, etc.  Just trying to get me to keep it longer.  Again they said the only way to get my money back was to fill out the survey.  Finally I asked to speak to a supervisor and asked for them to review the audio tapes and to send them to me.  To give them credit they did review the audio tapes and although they said the original service call was not wrong, they said the 2nd customer service rep was not helpful and so they decided to authorize me with a Return Authorization which is absolutely required before they issue you money, or in my case, stop sending my account to collections.  

My problem with a company like this is that they don't should stand by your product.  If you really had a customer who did not find it useful, why would you want them to keep it or make it so difficult to return it?  

This report was posted on Ripoff Report on 10/30/2012 10:27 AM and is a permanent record located here: http://www.ripoffreport.com/r/Legacy-Publishing/New-Richmond-Wisconsin-54017/Legacy-Publishing-Lies-about-what-it-can-do-and-then-difficult-or-almost-impossible-to-ge-962038. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee ..inside information

We Apologize For Any Misunderstanding

AUTHOR: Legacy Publishing Company - ()

We apologize for any misunderstanding. Under our Total Transformation Program Feedback Survey Promotion, returns of the product are not accepted. At the time of purchase, consumers are explained that in order to receive a full product price refund, the Total Transformation Program Feedback Survey must be completed and postmarked within 180 days, starting the date of delivery.

The Total Transformation Program Feedback Survey promotion requires that surveys must be complete, with nothing left blank, in order for consumers to qualify for a full product price refund for the Total Transformation Program.  These terms are stated very clearly during the original Sales call and again on the Commonly Asked Questions insert that is included with each survey/shipment.  The insert states clearly that every question must be answered and that in situations where a question does not apply to a specific situation, one must explain, in detail, why the question(s) do not apply, rather than leave the question blank.  It also states that incomplete surveys are not eligible for a refund of any kind.

We’d also like to address the consumers concern regarding “bundling”.  We do not require that a consumer purchases more than one product at the time of purchase.  This said, the Total Transformation Program teaches parents how to give their children more effective ways to solve their problems. It works very well as a stand-alone product.  The Total Focus Program is offered in conjunction with the Total Transformation Program since we find, for some parents, that it complements the techniques provided in the Total Transformation Program by teaching parents simple techniques they can use with their child to help improve his ability to concentrate, stay on-task and control impulsive behavior.

We also offer the Parental Support Service as we have found that families who speak with our coaches tend to see faster and more successful results. Again, consumers are not required to add either the Total Focus Program or the Parental Support Service to their Total Transformation Program order.  Consumers have the right to decline these additional products when offered.  We reiterate the fact that all terms were clearly explained, as well as agreed to, at the time of sale.  All of these terms are also restated on the consumers’ paperwork that was included with their shipment.

The Total Transformation Program is designed for parents and/or guardians to learn more effective parenting skills by offering practical, real-world solutions for the most challenging programs they may face with a child. These problems include defiance, disrespect, lying and cursing, acting out in school, unmotivated behavior and more. The Total Transformation Program gives parents tools that teach children to take responsibility for their behaviors. The program is adequate for parents with children of all ages. We understand that each child is different, and only the parent and/or guardian can know for sure what is right for their child.

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