Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is about customer service, or lack there of. I have been a subscriber of bodi formerly beach body on demand for 9 years. My subscription was the $99 annual fee. When my account was to renew this year my payment was unsuccessful because my bank changed my card info. I forgot to update with ****. They did not attempt to reach me regarding failed payment for me to correct. I was emailed that my order had been canceled. When I received this email I logged on saw the issue and updated my payment method. I then reached out to customer service to reinstate my account. I was told this is not possible. I was given a link to send a message for escalation and given the same response to purchase a new membership, but also a $20 coupon to purchase more merchandise from them

  Business response

  01/28/2025

  Hello *****,

  Upon reviewing your account, we have confirmed that on January 07, 2018, you upgraded your quarterly Beachbody On Demand membership to an annual Beachbody On Demand membership at the price of $99 (plus applicable taxes). During your enrollment,you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled. 

  As of March 2023,Beachbody On Demand is now BODi.

  Our records show the BODi upgrade notification was sent to your email address on file on December 03,2023.

  Please check your spam and inbox for the e-mail notification with Subject: Upgrading your membership important changes with 35 days of free access!

  This notification advised of the new BODi pricing of $179 (plus applicable taxes) and a link to manage your memberships and subscriptions.

  Your 2024 annual BODi membership renewed on January 07, 2024.

  Our records show that an annual BODi prebill email for the 2025 annual BODi renewal was sent to your email address on file on December 06, 2024.

  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Your 2025 annual BODi membership was scheduled for renewal on January 07, 2025; however, the membership was cancelled due to payment failure.
  We currently, have a BOGO sale for the annual BODi membership and you can purchase a new annual BODi membership and get a second year free at the same price of $179 (plus applicable taxes). This offer ends on February 18, 2025.

  Sincerely,
  BODi Support
  

  
  

  Customer response

  01/28/2025

   
  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

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called and canceled a year subscription on 2023 and just found out I was charged 3 years in a row and only found out because I locked my credit card.

  Business response

  01/22/2025

  Hello ******,

  Upon reviewing your account, we have confirmed that on October 13, 2021, you cancelled your previous Beachbody On Demand membership online via self-service. However, on January 22, 2023, you purchased a NEW annual **** membership. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.  

  Our records show that an annual **** prebill email was sent to your email address on file on December 21, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon. Our systems show that the email was opened/viewed on December 21, 2024.
  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  During our comprehensive review we investigated your interactions with our Website and SMS Texts. Our records indicate there were no previous cancellation requests received for the annual **** membership, thus the continued renewing of the subscription.

  Your 2025 annual **** membership was scheduled for renewal on January 22, 2025; however, due to payment failure your membership did NOT renew. Currently, you do not have any active memberships or subscriptions and no further charges will be processed.

  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 money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

  Customer response

  01/22/2025

   
  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

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** renewed my subscription without notifying me after I had cancelled it the previous year. I contacted them after seeing the charge on my credit card and they would not refund me. The customer service was only available via text messages and the would close the coversation before any resolution, saying I am not eligible for a refund.

  Business response

  01/21/2025

  Hello *******,

  Upon reviewing your account, we have confirmed that on December 27, 2024, your annual **** membership renewed. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.  

  Our records show that an annual **** prebill email was sent to your email address on file on November 25, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon.

  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  During our comprehensive review we investigated your interactions with our Website and SMS Texts. These are all of the methods that can be used to cancel your subscription. Our records indicate there were no previous cancellation requests received for the annual **** membership, thus the continued renewing of the subscription.

  Per the terms, youre required to cancel prior to the renewal/billing. Your annual **** membership was cancelled on January 16, 2025. You will continue to have access until December 27, 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.
  For additional information on our money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

  Customer response

  01/21/2025

   
  Complaint: 22819765
  
  I am rejecting this response because: I no longer want this service. Although you say a reminder email was sent in November, I have no record of receiving such email. I have not used Bodi for quite some time. Forcing someone to pay for a service they do not want or use is really bad business. Again, I cancelled this in 2023 or early 2024. The forms of customer support are the absolute worst I have ever experienced. I have never filed a complaint with BBB until this experience. I want absolutely nothing to do with a company that treats their customers the way I have been treated. And again, I have been a customer with ********************** since 2016. The right thing to do is to apologize and thank me for being a loyal customer for so long  and refund my money. Instead, you cut off my text conversations with customer support before any resolution and reply back to me quoting why you legally don't have to refund my money. Sometimes it's about how to fairly treat a customer and not leave with a bad experience. Before this, I certainly would have come back and used this company again when my finances were in better standing. After this experience I am disgusted by this company and the way you treat your customers.
  
  Sincerely,
  
  ******* *****

  Business response

  01/24/2025

  
  Hello *******,

  As previously explained,we investigated your interactions with our Website and SMS Texts. Our records indicate there were no previous cancellation requests received for the annual BODi membership, thus the continued renewing of the subscription.

  The annual BODi prebill email was sent to your email address on file on November 24, 2024.

  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 money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support

  Customer response

  01/28/2025

   
  Complaint: 22819765
  
  I am rejecting this response because:

  Again, sometimes it's about doing the right thing and keeping customers happy. You are trying to force me to pay for a service I no longer want or use simply because you can. This is not good business practice. The customer service you provide is negligible. Thank you for showing me your true colors. I want nothing to do with your company and will make sure I express this to anyone I can who is looking to workout online. Before this, I would talk positively about BeachBody as a great tool for getting in shape at home. Not anymore. Again, one of the worst customer service experiences ever and especially with a company I've been doing business with for 8 years.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Beachbody Bodi platform, I renewed subscription and ordered 4 things of energize, the payment processed but I was given no digital access, I received no confirmation email, no order history on my account and no energize. I tried contacting the company and all of their phones have been disconnected. Ive emailed a few customer service emails of theirs and no replies. Ive tried texting the internet computer thing with no help. I tried reaching out on their social media site too. No customer service available. I want a refund or my purchase. I also believe this business needs to provide better customer service this is horrible. I have been a long time customer.

  Business response

  01/17/2025

  Hello ********,

  We have followed up with you via the email address on file with additional details regarding your concerns.

  Sincerely,

  BODi Support

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a member of Beachbody (now BODI) for several years. They typically bill us annually at a rate of $179. **** also offers options to upgrade your membership. In years past with an upgrade, youd automatically receive a refund on your account for the original $179, and then theyd charge you the new upgrade rate. This year I did the upgrade thinking it would be the same as years past, but was charged for both the upgrade and the renewal. When I reached out about the billing error, the virtual agent informed me that I never submitted their refund form which is required on digital subscriptions. I feel this is a fraudulent practice because you cant say now this is required if you havent properly notified the customer about the change. The virtual agent claimed it was emailed to each member, but even if thats the case, the fact that we have to submit refund forms should have been clearly expressed to subscribers. Perhaps a banner on the website rather than burying these things in their terms would be more helpful for customers. Also, no matter the time frame of my inquiry about the billing error, they knowingly overcharged me for their product and refuse to make it right.

  Business response

  01/17/2025

  Hello Andrenise,

  We have followed up with you via your email address on file with additional details regarding your concerns.

  Sincerely,

  BODi Support

  Customer response

  01/19/2025

   
  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,
  
  Andrenise ******

• Initial Complaint

  01/12/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Bodi policy renewed on Dec 18, 2024. I called to have it cancelled on Dec. 30, 2024. Correspondence about renew was redirected to an email that was closed due to college graduation, so I was never notified about upcoming renewal. I requested a refund and would have even accepted a prorated refund based on past due. **** denied my request for refund, locking me into paying for the entire upcoming year.

  Business response

  01/15/2025

  Hello *******,

  We have confirmed that on December 18, 2020, you purchased an annual Beachbody On Demand membership. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.

  Because your annual BODi (previously Beachbody On Demand) membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  Your annual BODi membership renewed on December 18, 2024. Your annual **** membership was cancelled by customer support on December 31, 2024. You will continue to have access until December 18, 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.
  For additional information on our money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to cancel my subscription on the renewal date but was still charged for the renewal. I attempted resolution and a refund from the company after the charge was processed anyway but was denied and told the cancelation only applied to this next year's renewal. This was not evident or clearly stated on the self service page. I have been a previous beachbody customer over the years, but this charge was made and not refunded, especially at a time when I do not have the discretionary income and will not be using this service. To be clear, I canceled my membership on the renewal date and was still charged. To me, this is very deceptive and unethical business practice. Very disappointing for a company whose products and services I had enjoyed previously.

  Business response

  01/14/2025

  Hello *****,

  Upon reviewing your account, we have confirmed that on January 09, 2025, your annual **** membership renewed. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.

  Our records show that an annual **** prebill email was sent to your email address on file on December 08, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon.

  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  Your annual BODi membership renewed on January 09, 2025. We see that you cancelled the annual **** membership on January 09, 2025 the same date as the renewal. Per the terms, youre required to cancel prior to the renewal/billing. Your annual BODi cancellation confirmation email clearly states that you will have access until January 09, 2026.

  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 money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 8th 2022 I purchased a one time year membership to Beachbody on Demand for home workouts for $106.18. This was a ONE TIME purchase with no information of needing to cancel after the year or that this was a yearly auto renewal. I was charged January 8th 2023 with an increased price with no notice, consent or notification for $128.57 for another year. On January 8th 2024 the price increased again with no notification, consent, or notification and I was charged $191.98. Again on January 8th ************************************************************************************* my possession for $191.18. Jan. 8, 2025 was the first time I even realized I had recurrent yearly charges with this company because I only signed up for a 1 year only membership with Beachbody on Demand. The company rebranded to BODi, with no new notifications or information on recurring charges and increase of price. The company said I was not eligible for a refund and would not let me cancel on Jan. 8th 2025. THEY HAVE NO HUMANS TO SPEAK TO or ANY CUSTOMER SERVICE contact information. They only have texting AI BOTS to speak with, and they were of no help. I disputed the Jan 8 2025 charge with my credit card and provided all emails of cancellation attempts and contact attempts. The company has several class action Law Suits, including this ****************** one. Link: lawsuit:****************************************************************************************************************** . The results were: "Lawmakers have responded to these problems. The law now requires businesses to make auto-renewals clear to consumers, and to get their express, affirmative consent before they collect any money." **** company DID NOT GET MY AFFIRMATIVE CONSENT for recurring charges on an inactive for fraud closed credit card nor did I receive any information regarding these charges the past 3 years, unaware I was even being charges. I have not logged in since 2022 and plan to contact a lawyer to pursue.

  Business response

  01/16/2025

  Hi ******,

  Upon reviewing your account, we have confirmed the following details:

  -You purchased a Challenge Pack. That Challenge Pack comprised of an annual Beachbody On Demand membership, a Nutrition Plus monthly membership and a monthly Shakeology product 

  -During enrollment, it was abundantly clear that this a discounted price for these products, and would roll to continuities unless cancelled before renewal

  o In order to get the preferred pricing of the pack offer, you had to manually opt-in to the offer and accept the terms

  o On February 13, 2021, you cancelled the monthly Nutrition Plus subscription

  o On June 27, 2021, you contacted customer support requesting the cancellation of the monthly Shakeology subscription. The Shakeology subscription was cancelled as requested

  o Per the terms, Beachbody On Demand would renew unless you cancelled you did not cancel, so it continued to renew

  o Also per the terms, renewal is based on non-cancellation, not usage. Similar to your cable bill and ******* subscription, rather you use it or not, it renews unless cancelled

  -We assure you that a renewal email was sent to the email address that you entered at enrollment. Email sent on December 07, 2024. The email was opened/viewed on the same date

  o SUBJECT: Reminder, Your BODi Subscription is Renewing Soon

  -You signed up for an annual subscription and opted into the annual billing terms. The subscription is billed annually on the date that you signed up on

  -The subscription renewed on January 08, 2025, and you did not cancel the subscription until the renewal processed

  - 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 your records, the subscription is cancelled and will no longer auto-renew per the terms you opted into at enrollment / purchase. You will continue to have access until January 08, 2026

  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 money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********* subscription last year. Just charged me for ******. No customer service number you can only text. I did this right after was charged and they will not reverse charge. I plan on filing a dispute with my credit card. Help

  Business response

  01/14/2025

  Hello ********,

  On December 06, 2023, you purchased a 14-day free trial to an annual **** membership. Prior to completing your purchase, you were required to accept the terms and conditions, which explained that after the 14-day free trial, the subscription would renew annually until cancelled as outlined in the terms and conditions upon purchase.

  Our records show that the annual **** prebill email notification was sent to your email address on file on November 19, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon!.  At the time you had the ability to manage your membership prior to the next scheduled renewal.

  After a thorough review of your account, we have confirmed there were no previous cancellation requests received, thus the continued renewing of the subscription.

  Your annual BODi membership was scheduled for renewal on December 21, 2024. However, due to payment failure, your renewal successfully processed on January 10, 2025. Your annual **** membership was cancelled on January 10, 2025. You will continue to have access until December 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.
  For additional information on our generous MBG policy, please visit: ****************************************************************************.

  Sincerely,
  BODi

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was reviewing my credit card and realized that there was a charge on December 22, 2024 in the amount of $205.06 from Beachbody. I reached out to Beachbody on December 27th stating that I did not authorize this charge and that I wanted a refund immediately. They told me they would not give me a refund as its against their policy but gave me a link to escalate my request. When I did that the same day I was told that they would not give me a refund because it was against their policy and I opened an email in November that stated I was due for a renewal. I do not remember this email. I was hit with 2 hurricanes in October and a single mom of 4 kids an email context is not something I would remember. Also, I never clicked on a link or agreed to them to take any funds out or renew my membership. I reached out to Beachbody 5 days after the charge and the same day I saw the charge to resolve the matter amicably.

  Business response

  01/14/2025

  Hello *******,
  
  On December 22, 2023, you purchased an annual **** membership. Prior to completing your purchase, you were required to accept the terms and conditions, which explained that your annual **** membership would renew annually unless cancelled.
  
  Our records show that the annual **** prebill email notification was sent to your email address on file on November 20, 2024. We have confirmed that the prebill email was opened/viewed on November 20, 2024, and three times on December 09, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon!.  At the time you had the ability to manage your membership prior to the next scheduled renewal.
  
  Your annual BODi membership renewed on December 22, 2024. Your annual **** membership was cancelled on December 27, 2024. You will continue to have access until December 22, 2025. Your annual **** membership will NOT renew.
  
  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

  Customer response

  01/14/2025

   
  Complaint: 22794712
  
  I am rejecting this response because: I have had issues with internet and my emails since getting hit with two hurricanes in October.  I was unable to read the context of the email which is why I was unable to read the email.  If a refund is not revived asap I will be contact the ofr, Cfpb, my credit card company for fraudulent charges by beachbody and I have an attorney I have already spoke who will handle the case as I never authorized the charge. 

  Beachbody taking advantage of consumers who are unable to read the context of an email due to two natural disasters, charging credit cards without any authorization and then not offering refunds immediately once the consumer realized there was an unauthorized charge is a violation to their consumers and misleading to their mission statements and care for their consumers.  
  
  Sincerely,
  
  ******* *******

  Business response

  01/21/2025

  Hello *******,

  When you purchased the annual **** membership, you were required to agree to the terms and conditions, which clearly explained that the membership would automatically renew annually, if not cancelled.

  Your annual BODi membership renewed on December 22, 2024. Your annual **** membership was cancelled on December 27, 2024. You will continue to have access until December 22, 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.
  For additional information on our money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support

  Customer response

  01/23/2025

   
  Complaint: 22794712
  
  I am rejecting this response because: I did not accept the terms as I was unable to read the email and received no other notice.  I have not used Bodi at all since it had expired.  I will be proceeding with reaching out to the Cfpb and the ofr. Since the renewal was done without my permission I am also going to have my attorney proceed with filing a lawsuit for charging me for its out my authorization   

  
  Sincerely,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩