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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I did a free trial for a program back in 2020 and canceled it after the free trial was completed. They have continously billed me over the last four years, stealing my money and claim that I never canceled and I did. They refuse to pay me back any of the money.Business response
07/10/2024
Hello Tai,
We have followed up with you via the email address on file with additional details regarding your account.
A follow up e-mail was sent on July 10, 2024.
Sincerely,
BODiCustomer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************Initial Complaint
06/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged for a reoccurring membership that I wasn't aware I had, NOR received a notice about. I cancelled it a few days after being charged and was told I'm unable to get a refund. After logging into BeachBody, I saw there are still 2 separate memberships that are still showing as active. The rep I spoke to said I would not be charged again but I don't trust this to be the case at all, especially after reading other people's reviews. It's extremely unprofessional and unethical for a company to be willing to keep a profit for a service not rendered.Business response
07/02/2024
Hello *******,
Our corporate support team has performed a considerable amount of research into your account.
Investigative Research:
Upon reviewing your account, we have confirmed that on June 5, 2023, you purchased an annual BODi membership online.
During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew annually until cancelled.
Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text. These are all of the methods that can be used to cancel your subscription.
Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on May 4, 2024, at 9:41 AM PST.
Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with BODi.
This notification advised of the next renewal date and renewal price with a link to manage your membership.
Your annual BODi membership renewed on June 5, 2024.
You cancelled your BODi membership on June 12, 2024, online via our self-service portal.
Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the June 5, 2024, annual renewal.Current Account Status:
Your annual BODi membership renewed on June 5, 2024. Your annual BODi membership was cancelled on June 12, 2024. We have reinstated your membership access. You will continue to have access until June 5, 2025 (your account will NOT automatically renew).
Response to your Request:Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
For digital memberships, the 30-day money back guarantee only applies to the initial order date. Membership renewals are not eligible for a money-back guarantee.
For additional information on our generous MBG policy, please visit: ****************************************************************************.
Sincerely,BODi
Initial Complaint
06/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am disputing charges to my account on 6/23/21, 6/23/22, 6/23/23, and 6/23/24. I am disputing these charges because they are in error. My original Beach Body subscription, 14 day trial, was made on 6/17/2020, I subscribed in full on 6/23/2020. I used my subscription until the date of 2/15/2021 during which Beach Body records indicate that I canceled my subscription. There was a charge to my account on 6/23/2021. This is the original charge that I believe was in error. When speaking to the representative on the phone, he said that I "renewed" my account on that day, which is inaccurate. I am unsure how a canceled account can be "renewed". I believe there was an error in auto-renewal on Beach Body's end and that I have been charged for the last four years on an account that I had closed. On top of that, in May of 2023 Beach Body upgraded to Bodi and I have been charged double the original agreed-upon amount since without any indication on my part that I agreed to this change. Throughout this, my records indicate that no auto-renewal emails were sent and that the email associated with the Bodi change where titled vaguely and in a misleading fashion. I also was not looking for these emails because I assumed my account was canceled.I have concerns that I have previously tried to fix this error between the dates of 6/23/2021 and 6/23/2024 to no avail. Unfortunately, I can no longer access any of this information it has been deleted from my account and **********************/Bodi has given no confirmation emails during that time. I did not keep records of my own ******* learned) as I have not had a continuous problem like this with any other businesses and I was dealing with notable health issues during that time. This all seems very disingenuous on Beach Body/****** end. I see based on Better Business Bureau submissions that I have not been the only one experiencing this problem.Business response
06/28/2024
Hello *********,
Our records show that we did not receive a cancellation request for your annual BODi membership prior to the June 23, 2024,annual renewal.
Our systems show that a pre-bill notification for the 2024 BODi annual renewal was sent to you on May 22, 2024, at 9:11 AM PST.Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with BODi.
This notification advised of the next renewal date and renewal price with a link to manage your membership.
We can confirm this notification was opened and viewed on May 22, 2024, at 9:11 AM PST.
Your annual BODi membership renewed on June 23, 2024.
You cancelled your BODi membership on June 28, 2024, online via our self-service portal.
You will continue to have access until June 23, 2025.
For digital memberships, the 30-day money back guarantee only applies to the initial order date.
Membership renewals are not eligible for a money back guarantee.
Please view the following money back guarantee FAQ for additional details: ****************************************************************************.
Sincerely,
BODiInitial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Beachbody charged me twice for the same account for the ********* membership year. The membership was charged through apple subscriptions and through the app itself, under the same login. Beachbody claims I did not request refund within their time frame (though I do have an email requesting cancelation within 30 days upon receiving the notice (see attachment). I requested the lower amount be refunded of the two charges because i didn't receive two memberships- both were on the same ***************** account, as seen in the receipts. This is not a lack of cancelation within the given time frame- this is about them charging twice for the product that can't be received twice. I went through the dispute process, which is a complete joke, and got the same generic answer- details attached. I expect the refund of $127.07.Business response
07/03/2024
Hello ******,
We have followed up with you via the email address on file with additional details regarding your account.
A follow up e-mail was sent on July 3, 2024.
Sincerely,
BODiInitial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Their website hadnt saved my cancellation for the last two years until I lodged a complaint. They advised that as I agreed to terms and conditions, the fact that their website wouldnt save my selection is not their fault, not that it wouldnt work when I requested a call. This year I finally was able to find their number and miraculously now my selection saved. They raised the price without warning and never advise that they are about to bill again. Despite advising there is a 5 day rule for a refund on their site, they refuse to honor it despite an increase in price - again that was never advised.Business response
06/28/2024
Hello ******,
Our records show that we did not receive a cancellation request for your annual BODi membership prior to the June 26, 2024,annual renewal.
Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on May 25, 2024, at 9:24 AM PST.Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with BODi.
This notification advised of the next renewal date and renewal price with a link to manage your membership.
We can confirm this notification was opened and viewed on May 25, 2024, at 11:36 AM PST and on the same date at 6:09 PM PST.
Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted in to at enrollment.Your annual BODi membership renewed on June 26, 2024, and was cancelled on June 26, 2024.
You will continue to have access until June 26,2025.
For digital memberships, the 30-day money back guarantee only applies to the initial order date.
Membership renewals are not eligible for a money back guarantee.
Please view the following money back guarantee FAQ for additional details: ****************************************************************************.
We have sent you an email with additional details regarding your account history.
Sincerely,
BODiInitial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been a member of "bodi" beachbody for 10 years. I like their workouts because I hate making my own and prefer working out at home. I've been going through cancer treatments for 9 months so I just returned to workouts within the past 6 weeks. My membership renewed today 6/25/24 and I didn't realize it was due to renew until $195.11 came out of my account that I can't afford. So I immediately go online and cancel the same day. Beachbody removed my access to the workouts immeduately but they WONT refund me. They say they don't refund renewals amymore to digital content but yet took away my access. when I asked for a supervisor the agent said he didn't have anyone ans when u asked if he owned the company then and he said no I said find me someone else to speak to and he just kept saying there's no one. I have never felt so disrespected by a company, especially after 10 years of supporting them. Any tv type of service today gives you a period of time for a refund so ita completely unacceptable they won't issue a refund despite me canceling it the same day and they removed my access. I demand a refund.Business response
06/26/2024
Hello *******,
Upon reviewing your account, we have confirmed your issue has been resolved. A response on your inquiry was sent on June 26, 2024 to the e-mail address on file. We apologize for the inconvenience this matter has caused.
Sincerely,
BODiInitial Complaint
06/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This is my request for a refund on a service I have not even begun to use as it is paid in advance. They used an expired credit card. Hi ******,Thank you for submitting your request.We have thoroughly reviewed your exception request, account details and customer service contacts.Your membership for BODi has been cancelled as of 06/24/2024. As a result, you will no longer receive any additional charges. You will continue to have access until 06/21/2025.Unfortunately, were unable to approve your exception request for a refund. Here are some of the facts used to consider your request:When you enrolled into Beachbody on Demand, you checked the box to accept the Terms and Conditions.You agreed to automatic renewal which required you to cancel to prevent future charges and eliminate access.Like all memberships that auto-renew, you will continue to receive access and be billed regardless of usage until you take the action to cancel.For digital memberships, the 30-day Money Back Guarantee only applies to the initial order date. Membership renewals are not eligible for a money-back guarantee. For more information on Money Back Guarantee policy, please refer FAQ #*** Note: Your payment method being cancelled or expiring does not constitute as a request to cancel your membership. Many banks participate in a credit card verification program where they provide companies that you subscribe to with updated account information to ensure there is no disruption to your membership.For more information on this, please refer FAQ #**** We appreciate your business and hope that we can continue partnering together on helping you achieve your fitness goals.As an incentive to continue our partnership please accept the following promotional code This promo code expires 90-days from today and will provide you with a 20 USD discount As a reminder, this decision is final and there is no additional recourse. Our agents do not have any additional information regarding thisBusiness response
06/26/2024
Hello ******,
Our records show that we did not receive a cancellation request for your annual BODi membership.
We have also confirmed that a prebill email notification was sent to your email address on file on May 20, 2024.
The email was opened/viewed on May 20, 2024, prior to the next scheduled renewal.
Your annual BODi membership renewed on June 21,2024, and was cancelled on June 24, 2024. You will continue to have access until June 21, 2025.
For digital memberships, the 30-day money back guarantee only applies to the initial order date. Membership renewals are not eligible for a money back guarantee.
Please view the following money back guarantee FAQ for additional details: ****************************************************************************.
We have sent you an email with additional details regarding your account history.
Sincerely,BODi
Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
May 6th, ***** Bodi took $179 out of bank account. I thought the account had been canceled. Unfortunately, it had not been. It was to renew my membership. Within the 30 day cancelation policy I canceled on May 9th *****. I received an e-mail saying account had been canceled and get my money back. I have yet to receive money. I called customer service and very hard to understand English and refused to give money back and let me speak to someone in management who spoke English. I was to fill out dispute form and could not speak with anyone in management. I was never sent a renewel notice of my account before took money out. **** said had 30 days to respond and in the 30 day window. I had surgery on my toe and cant do programs for while.**** kept sending me surveys and past 30 days so money not refundable. I was told by head of customer service money would be refunded. I have yet to see it. Also received survey again.Business response
06/27/2024
Hello ***,
Our records show that we did not receive a cancellation request for your annual BODi membership prior to the May 5, 2024 annual renewal.
On January 30,2024, your Preferred Customer membership was cancelled online via self-service.
During the cancellation process, you have the option to cancel or transfer any active monthly subscriptions.
The Shakeology subscription was cancelled and BODi membership remained active due to no prior cancellation requests received.
Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on April 3, 2024, at 9:14 AM PST.
Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
This notification advised of the next renewal date and renewal price with a link to manage your membership.
We can confirm this notification was opened and viewed on April 3, 2024, at 8:06 PM PST.
Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted in to at enrollment.
Your annual BODi membership renewed on May 5, 2024, and was cancelled on May 9, 2024. You will continue to have access until May 5, 2025.
For digital memberships, the 30-day money back guarantee only applies to the initial order date.
Membership renewals are not eligible for a money back guarantee.
Please view the following money back guarantee FAQ for additional details: ****************************************************************************.
We have sent you an email with additional details regarding your account history.
Sincerely,
BODiInitial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled this service back in 2021 and now they are charging me again. This is a very deceptive business. They said they sent emails showing that they contacted me and they have never contacted me.Business response
06/25/2024
Hello ***,
Our corporate support team has performed a considerable amount of research into your account.
Investigative Research:
Upon reviewing your account, we have confirmed that on June 16, 2021, you purchased an annual Beachbody On Demand membership.
During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew annually until cancelled.
Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text. These are all of the methods that can be used to cancel your subscription.
Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
As of March 2023, Beachbody On Demand is now BODi.
Regarding notifications, we sent you an email to the email address that you entered at enrollment 35-days prior to renewal.
The e-mail notification was sent on May 12, 2023, at 10:03 AM PST and the subject is:Upgrading your membership important changes.
Within the email notification it outlined pricing, renewal, and account migration to BODi.
This notification advised of the next renewal date and renewal price with a link to manage your membership.Your BODi annual membership renewed on June 16, 2023.
Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on May 15, 2024, at 9:21 AM PST.
Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with BODi.
This notification advised of the next renewal date and renewal price with a link to manage your membership.
Your annual BODi membership renewed on June 16, 2024.
You cancelled your BODi membership on June 24, 2024, via our self-service portal with membership access granted until the end of the billing cycle.
On June 24, 2024, you initiated a call with our service team as you noticed your membership auto renewed as you mentioned you previously cancelled it but were continuously billed. You requested a refund. The representative confirmed the membership was cancelled on June 24, 2024, but not prior to the recent renewal. The representative mentioned the renewal is not eligible for a refund as the initial purchase would be eligible under our 30-Day Money back guarantee. The representative mentioned you can submit an exception request form to request an exception from our back of house team to review your account thoroughly against our policy.
A response was sent on June 24, 2024, regarding your exception request.
Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the June 16, 2024, annual renewal.
Current Account Status:
Your annual BODi membership renewed on June 16, 2024. Your annual BODi membership was cancelled on June 24, 2024. You will continue to have access until June 16, 2025 (your account will NOT automatically renew).Response to your Request:
Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:1.Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
2.For digital memberships, the 30-day money back guarantee only applies to the initial order date. Membership renewals are not eligible for a money-back guarantee.
For additional information on our generous MBG policy, please visit: ****************************************************************************.
Sincerely,
BODiInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had an old account with ********************** that was supposed be CLOSED as I had canceled because I have another account. They've been collecting the yearly fee for 7 SEVEN years and just did it again but was caught. I asked for a refund of just the new renewal since the account it closed and they denied it. How greedy does this company get? They've lost all my other business and I'll make sure to spread the word.Business response
06/27/2024
Hello Ahlya,
We have followed up with you via the email address connected with your BODi account regarding additional details on your account.
A follow up e-mail was sent on June 27, 2024.
Sincerely,
BODiCustomer response
06/29/2024
Complaint: 21894421
I am rejecting this response because:
Sincerely,
*********************
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Customer Complaints Summary
536 total complaints in the last 3 years.
294 complaints closed in the last 12 months.