The Better Business Bureau and TMII

You may recall that last summer, former TMII agent Mike Johnston shared his experiences as an agent and detailed his complaint against Richi Roane and TMII. Mike filed complaints with the Oregon Department of Justice and the Utah Better Business Bureau.

Mike was in contact again earlier this month to report that the Utah BBB had closed his case, with a status of ‘Unresolved’.

The BBB state in their closure letter: “the company’s level of cooperation in resolving to this complaint becomes a part of their file with the Better Business Bureau” but though you can see Mike’s unresolved complaint on TMII’s record, their grade from the BBB remains at B- (on a scale of A through F.)

Mike’s Complaint Activity Report with the Utah BBB is reproduced here:

COMPLAINT ACTIVITY REPORT  Case # 22078874         Better Business Bureau of Utah

Consumer Info: Johnston, Michael                                                           

Business Info: Transcend Marketing International Inc

2650 Decker Lake Blvd STE 110

Salt Lake City, UT  84119-2087

801 924-0850

Location Involved: (Same as above)

Consumer’s Original Complaint :

A $1000.00 refund was promised to us back in March and still have not received the refund.

My wife and I signed up for and paid $795 each, a total of $1590. For TMII’s “Social Entreprenuer Boot-camp” held at the TMII corporate offices in Salt Lake City in Feb. 09. We were extremely dissatisfied with the boot-camp agenda versus what was advertised.

We complained to the President Richi Roane and finally got a commitment to refund us $1000.00 back in March. Still no refund and he is ignoring my emails and phone calls.

He is running a possible illegal pyramid scheme with his current web based business’, Madebig.com, TMII.com. In order for the business to work for a recruit, you need to recruit 2 people who in turn each need to recruit 2, so on and so forth.

Consumer’s Desired Resolution:

Only the $1000.00 he promised to refund.

BBB Processing

07/19/2009                web       BBB Complaint Received by BBB

07/20/2009                AH         BBB Complaint Reviewed by BBB Operator

07/20/2009                Otto      EMAIL Send acknowledgement to Consumer

07/20/2009                Otto      EMAIL Inform Business of the Complaint

07/31/2009                WEB      BBB RECEIVE BUSINESS RESPONSE : Contact Name and Title: Ashley Holbrook Mktg. Dir

Contact Phone: 801-924-0850

Contact Email: aholbrook@tmii.com

Michael Johnston & his wife registered for an Event that was non-refundable. Every attendee to the Event knew exactly what they were coming down for, as this was discussed on several conference calls prior to the Event. When Michael expressed his dissatisfactory (sic) of the Event TMII tried to work with him. However, when the communications became threats TMII decided to stand by their non-refundable policy. We ask this complaint be closed in good standing.

08/04/2009                OttO     EMAIL Forward Business response to Consumer

08/04/2009                WEB      BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)

It is an outright lie that Ashley says TMII tried to work with me. I have an email dated 3-10-09 from the president of TMII stating I would receive a $1000.00 refund and that it would pay out with the March Monthly bonus. That never happened. My first communication with Ashley via email dated 5-11-09 regarding payment was as follows:

____________________________________________

As stated on all of the Saturday Training Webinars for the last few weeks all checks have been put on hold due to Corporate making changes with the checking accounts that commissions are processed out of.

As soon the checking accounts are in place your check should be processed.

TMII Business Support

______________________________________________

Still no check so I emailed again 6-4-09 the following:

______________________________________________

Richi

We are not getting any response back from Ashley regarding our money you promised to refund.

It has been 3 months now since you said you had Ashley credit our account and would payout in March.

So what is it going to take to get our money?

Thank You

Mike & Cindy Johnston

_____________________________________________

No response again!

So 6-24-09 I emailed the following:

_____________________________________________

Ashley

Are we going to get the money Richi said we would get back or not?

The promise was made March 10th.

This is getting ridiculous, you not answering my email and not getting what was promised.

Please answer this email.

Thank you

Cindy Johnston

P.S. We really do not want to have to take this to another level. But will if we do not get our check very soon.

_____________________________________________

So the bottom line is they did not work with me. If they wanted to resolve the issue, they would have mailed us our check, period.

So, after 5 months of being lied to and ignored I think I have a right to threaten taking the matter to another level. Being making complaints to higher authorities such as Utah BBB, and Oregon attorney generals office.

The other issue is that Ashley said that all the attendees knew exactly what they were coming down for. Not true. She said it was discussed on conference calls about the changes. First off, I was not on the call she is describing.

Secondly, TMII should have sent out a change of itinerary via U.S.mail or email of the changes.

All we expected is what was advertised and it could not have been any further from that!

The advertisement was a “bait” then they “switched” the entire program.

Totally unsatisfactory!

See attached file of the advertisement.

There was no keynote speaker and according to my wife Cindy, that was never mentioned in the conference call Ashley mentioned.

Also, there is nothing on the advertisement flier mentioning a “No Refund” policy.

This is the first I have heard of that policy.

Very simple, just give us our HARD earned money back that you promised!

08/17/2009                AH         EMAIL Forward Consumer Rebuttal to Business

08/27/2009                WEB      BBB RECEIVED RESPONSE FROM BUSINESS RE: REBUTTAL : As stated in Michael’s response he may not have been on the conference calls leading up to the event but his wife was. Everyone knew exactly what the event was going to be about prior to coming. This complaint is for something that Michael & Cynthia both attended. It is not like they did not show up and are now asking for their money back…they attended this event! When Michael is saying there was no response from us, they had already received their response that TMII is standing by their non-refundable policy.

08/31/2009                OttO     EMAIL Forward Business Response to Consumer re: Rebuttal

09/03/2009                WEB      BBB CONSUMER REJECTS BUSINESS’ RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

Another un-truth from TMII

Everyone did NOT know exactly what the event was going to be about! No one had a clue! Yes, the president of TMII mentioned on a conference call that the agenda was going to be a little different but never said the “keynote speaker” was canceled! All we had to go by is what was advertised and told to us by Presidential leaders.

And as far as the non-refundable policy. Another lie. I have already forwarded the emails stating that they would refund us $1000. After months of no replies to my questioning of where my refund was. Now they come up with this?

Again, there in nothing in writing regarding the non-refundable policy!

I included the “Social Entrepreneur Boot Camp” application file in my last response. There is nothing stating that there is a no refund policy.

The bottom line is, we did not get what was advertised and told to us. When I complained, I was told I would get a $1000 refund. It never happened.

All I want is my refund, period!

10/10/2009                Jody     EMAIL Forward Consumer Rebuttal to Business (2)

10/16/2009                WEB      BBB RECEIVED RESPONSE FROM BUSINESS RE: REBUTTAL : As stated in all previous communications every person registered for the event was on several calls prior to the event, which the agenda was discussed several times. Every event we have ever held is non-refundable due to the preparations that go into the event prior to the date. But as we stated last time this complaint is for something that Michael & Cynthia both attended. It is not like they did not show up and are now asking for their money back…they attended this event! We do apologize but TMII is standing by our non-refundable policy.

10/19/2009                BB         EMAIL Forward Business Response to Consumer re: Rebuttal

10/27/2009                WEB      BBB CONSUMER REJECTS BUSINESS’ RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

As I stated in all my previous communications,there is nothing in writing about a no refund policy. They used a bait and switch tactic to get people to the seminar.

The bottom line is that I was promised a refund!

Here is a copy of the email from the president/owner Richi Roane to me:

————————————

From: Richi Roane

Tuesday, March 10, 2009 12:49 PM

To: Mike Johnston

Re: Communication

Mike

I had Ashley credit your account $1000 it will payout with the March Monthly bonus. I also had her remove you from all boot camp mailings and communications. I hope this is satisfactory for you. And to just let you know i did check the list and you were on a Webinar for boot camper when I said the agenda had been changed and don’t come if you are coming to hear someone firing you up or give you how to’s it was going to be one thing: how to build a business without a warm market and we were going to roll our sleeves up and do the action not just listen to someone tell us how to do it…I guess you didn’t see no value in that from talking to people in your group maybe you should have tried a little harder but Cindy got a lot of praise from her team for participation. Anyway I’ll let the group know where you stand.

Have A Good Day

Richi

—————————————-

So all I want is the $1000 back that I was promised!

I will not let this go.

I am ready and prepared to take this to arbitration immediately.

Mke Johnston

10/28/2009                BB         EMAIL Forward Consumer Rebuttal to Business (2)

11/04/2009                WEB      BBB RECEIVED RESPONSE FROM BUSINESS RE: REBUTTAL : As stated in the first communication here TMII stated that they were willing to work with Michael & Cindy Johnston. However, when their communications became threats is when TMII decided to stand by our non-refundable policy. Also, as displayed in the email below Michael and/or Cindy Johnston were present on at least one of the many calls that the Boot Camp itinerary had changed. Yet, they still decided to travel to the Boot Camp and attend the seminar.

TMII is still standing by our non-refundable policy.

We ask this complaint be closed in good standing.

11/05/2009                BB         EMAIL Forward Business Response to Consumer re: Rebuttal

11/05/2009                BB         EMAIL Send Offer to Arbitrate to Consumer

11/06/2009                WEB      BBB CONSUMER ACCEPTS OFFER TO ARBITRATE : (The consumer indicated he/she ACCEPTED mediation.)

The threats that Ashley is referring to was that we would take the matter to a higher level. Due to not receiving the $1000 refund that was promised to us  after 4 months on non-communication on their part.

We are tired of their lies and are ready for arbitration.

Thank You

Mike & Cindy Johnston

11/18/2009                BB         EMAIL Send Offer to Arbitrate to Business

12/07/2009                OttO     BBB Business did not respond to offer to arbitrate

12/15/2009                BB         BBB Bureau judged complaint to be closed UNRESOLVED

12/15/2009                Otto      EMAIL Inform Consumer – Case Closed UNRESOLVED

12/15/2009                Otto      MAIL Inform Business – Case Closed UNRESOLVED

12/15/2009                Otto      BBB Case Closed – UNRESOLVED

So there you have it. A company who previously had an F rating from this same Better Business Bureau can simply sandbag both the consumer and the BBB, reject arbitration by not responding and see the case “Closed – Unresolved” – without it affecting their BBB rating, currently a B-.

It’s almost unbelievable and does nothing to instill much confidence in a so-called consumer protection organization. Of course, BBB income is almost entirely from the same businesses they report on (accreditation/member fees)  so perhaps it shouldn’t be such a surprise.

Despite the unsatisfactory conclusion to Mike and Cindy’s case, it does serve to illustrate the liars that agents get to deal with when they do business for and with TMII. It is difficult to accept TMII’s defense when they promise a refund one month, never actually pay it out and then deny all knowledge of such an offer later – despite contradictory e-mail proving otherwise.

This goes a long way to prove that Richi Roane’s preferred method of communicating things is through word of mouth because it is so much easier to disown or distance TMII from any promises or claims later.

Again, we thank Mike and Cindy for sharing their story.