ComplaintsforShift Fitness

• Initial Complaint

  10/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shift With Erin is a SCAM and I’m sad to say I fell for it. Moreover the app and program is straight up UNSAFE. You could wind up in a hospital and I’m willing to testify to that. First, the billing issues. As many, many other people have reported on here, this company offers a 30 day money back guarantee on all programs in its marketing and then after the fact tries to say their T&Cs show up before you make your final purchase of the yearly program and they say that the yearly doesn’t qualify for a refund. This is misleading and unethical marketing, as I’ve worked in marketing for over 10 years and I know compliance law states that you MUST be upfront with your customers and you MUST give them the opportunity to opt out of your program on your own. This company does not. First, they say 30 day money back guarantee on the Shift With Erin program - that wording is all encompassing on ANY program with that name, regardless of the time period, and there was no asterisk or flag leading to wording saying otherwise. There is no where listed before purchase that this policy for the year exists, no matter what the company’s shady customer service says. Second, they don’t offer a way to adjust billing on the app or on their site. THAT IS ILLEGAL and goes against every compliance rule I’ve been taught in my 10 years in marketing. Now, the safety. The app does not contain any stretching advice of rest day information whatsoever. That’s so unsafe for a first time exerciser who expects to get everything in the app, someone can get seriously injured. Then, I will NOT use their meal plan because they never asked for my allergies! Someone could wind up in the hospital! This app is dangerous at worst, at best, it’s a very basic fitness app that is in no way worth the $190 they scam you into. I’m worried I will not get a cancellation of my membership and they will keep charging my card against my will, clearly they’re not above that. I’d like a refund and a cancellation.

  Business response

  10/26/2021

  Hello,

   

  Thank you for reaching out. We are very sorry to hear that you feel this way about our program. First off, we want to say that our app is not Dangerous. We would never put out a program that would we be dangerous for anyone using. Our meal plan is HIGHLY CUSTOMIZABLE. The meals on the program are all template meals that you can SWAP out for whatever you can eat or want to eat. You are given a calorie base to follow. We would hope that our customers would know not to eat anything anything that they cannot eat and swap it out for something they can eat, like mentioned you are given calorie base to follow. You are also told this when starting the program when given your plan details. As far as stretching goes, each person knows their body and know if they need to do this to keep themselves safe. You are recommended to stretch by the coaches, and you will see if you followed along with our workout videos. We have never had any complaints about those issues from our members who are actively on the plan and are seeing results. You were also on the plan for 3 days before reaching out to us. Your account has been cancelled. You will be receiving an email confirming the cancellation. 

  Customer response

  10/27/2021

  I still need a refund posted to my bank account effective immediately. As the business states, I was only on the app for 3 days before reaching out to them - that qualifies me for their 30 Day Money Back Guarantee. Their guarantee had no other stipulations before I went ahead with purchasing the app, which, regardless of their response, failed to meet my most basic expectations and scammed me out of money. This is a complaint I share with many other reviewers who also say this app and program are a scam. There was nothing to say that the program I was pressured into purchasing didn't qualify for the money back guarantee before making the purchase, and therefore I expect my money back. I also have a terrible pain in my neck from doing two of the work outs on this plan, I cannot turn my head to the left. Being that I didn't have this problem before trying their app, there's only one thing I can blame. Your reasoning for your app not being well thought out and dangerous is absurd - you say the app and program are for beginners, yet there is in actuality no way to customize anything meal plan related - at least for the plan I signed up for - and no in app coaching available, or stretching advice provided. You put the onus on the user who is likely a beginner because frankly, non-beginners aren't coming to your app for help. You take advantage of people and put them in harms way to make money. I am a former fitness coach - the exercises that Erin demos in the videos are demoed incorrectly and leave members prone to injury. I find everything about this app, and Erin the pageant girl who owns it, absolutely deplorable. For this reason and the others previously stated, I will need my refund processed immediately.

  If this request is not met in 12 days, I have already opened up a dispute with my bank. I will go to them and tell them to open an investigation, which they have already agreed to do if a refund is not immediately processed. Refund must be processed immediately.

  Business response

  10/28/2021

  Hello, 

   

  Like mentioned before, the plan that you agreed to and that you purchased, does not qualify for a refund. The 30 day money back guarantee only covered our PRO PLAN. There was no pressure to purchase the plan, that was a decision you made on your own. There was the option to opt out of the annual plan. I am going to attach some screen shots from our app and starter guide that was recommended repeatedly to stretch. In the app, before any workout there is the "warm up period" which is our stretching before the high activity exercises. If you used the app as you stated, you would have know to start off slowly and work your way into the exercise. We do apologize if you were not aware of that. Like mentioned, per our terms and conditions we will not be moving forward with a refund. Thank you. 

  Customer response

  10/29/2021

  I've seen in other complaints that you have offered partial refunds. I will at least accept that. Again, I am not the only person who has said these things about your business, there are countless complaints and reviews all sharing my story. I did not see anywhere to opt-out of the annual plan, on my end it is all that was offered. On my end, I saw no where that said the 30 day money back guarantee did not apply to that plan. I didn't have a good experience, I was injured doing your workouts, and I would like my money back per the guarantee on the page that I signed up on. The way you're business handles consumer complaints makes you even worse in my book. You delete all comments on your Instagram page, which just goes to show how people have reacted to your business practices in the past because you don't allow comments to stay. That's not honest either. You steal peoples money, I want mine back. If you continue to refuse, I am going ahead with the bank investigation and will dispute the charge. Your business practice is deplorable. I'm going to continue to leave bad reviews, unless I get at least a partial refund, as you have offered other customers who have complained.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Still requesting a full refund for misleading advertisements that were attached to what was perceived as a "30 Day Money Back" guarantee. I started the request after 2 days of trying the services. Very disappointing! Now I am blocked from their ************ pages(which were label as "Online Support" as a service they also provide). Their customer service has been condescending and rude. They have multiple complaints everywhere and all they do is say they are following "Terms and Conditions" we agreed to... They don't actually care about the service they provide and are not helping any customers find resolutions! Please help stop their money scamming practices. Just read all their comments back to reviewers and complaints... They are all the same, no resolutions for anyone.

  Business response

  10/21/2021

  Hello, 

   

  Thank you for reaching out, again. We had made the decision of removing you from our social media pages, for the continuous negative comments left everywhere. You have access to other resources to get into touch with us. We have listened to your concerns, and we have continuously explained to you that you do not qualify for a refund. We are following our policies and procedures, and the plan you purchased does not qualify for refund. You agreed to the terms and conditions when purchasing the plan. You cannot proceed with checking out without agreeing to the terms and conditions. We are not scamming customers, everything is transparent on our website and when checking out on our website. 

  Customer response

  10/22/2021

    It is Obvious to many of your "Customers" that your Terms and Conditions are not transparent enough. I will not accept anything other than a Full Refund. I only posted requests for help on your social media pages, which you list as a "Service for Support". How is my asking for help and listing my complaints not asking for help? It is clear your Terms and Conditions are a resource for you to deny my satisfaction of a Full Refund, yet you don't follow them yourself.... Convenient. Back to "Transparency"... Your Terms and Congratulations and program "upgrades" do NOT list titles/time-frames to easily allow customers to see that if they pay for more months, that it voids the "30 day" guarantee trial period. If you were to list on the promotion pop-*** that "this promotion can not be included with the 30 day trial guarantee"... That would be transparent. So stop deny the issues that have been clearly a problem for many if your customers. Take responsibility and fix the issues, help your customers. I will not stop until I'm fully refunded.

  Business response

  10/25/2021

  Hello, 

  Our company and representatives have been assisting you, we never turned you away. We have explained multiple times on different occasions that you do not qualify for a refund for the upgraded plan you purchased. That is assisting you and answering your question. We went ahead and refunded a partial refund. You should see that reflect your bank within **** business days. That is all we will do moving forward. Thank you. 

  Customer response

  10/25/2021

  Saying that I am not qualified to receive a refund when I am clearly unhappy... That is turning me away.  Telling multiple customers the same, is turning them away.  I have asked for a refund over 30 times through multiple sources, and you still have not processed a FULL REFUND.  I asked for a customer service manager via email conversation with a rep, over 7 times.  Your business is sending me surveys every 2-3 days... I fill them all out honestly (requesting a full refund).  Your app is not specific to body types (which taking the survey was conveying), yur app is setup similar to FREE APPS I already have, Logging food is too difficult, your signup process overloads the user with promotions.  It doesn't matter what Terms & Conditions say if you over stimulate a user at checkout.  BUT I'M SURE THAT WAS INTENTIONAL.  I'm sure you know this.  Multiple Customers on many sources have the same complaint.  If we are an inconvenience to your job/business, please fix your sign up promotions to prevent confusing customers.  Just because we were confused enough to not fully understand what we were paying for at checkout, doesn't make it our fault.  Customers did not cause this issue, the design of the app and checkout pop-*** are what caused this issue.  Stop refusing to take care of customers who are not happy with the app, or just make your 30-day guarantee for 30 days no matter what plan a customer gets.  I will not accept anything less than a FULL REFUND.

   

  Reminder:

  Your ****** Play Reviews 2.0  (All negative comments are my same issues or the app crashes)

  Your BBB Reviews 1.44  (Same issue, ALL the customers want their money back and have been refused)

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the app two months ago and found the user experience to be frustrating to the point I don't want to use the app. When I tried to cancel, I found out there is no way to do this myself online. An automated chat bot says to call customer service at an 888 number, but no one answers! There is only a recording saying they aren't able to take the call and call back later. Can't even leave a message. And yes, I called during the specified business hours, M-F before 5pm PST. This business appears not to allow people to easily cancel a recurring charge. It is infuriating. A company should not be allowed to do business without giving people the freedom to cancel future charges.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 6th I purchase what I thought was the Pro Plan with shift with ****. I spent $190. Within minutes I tried canceling it because the program all of a sudden became purchase more items for it to become successful. That's not what I wanted. I did not want to program that I had to buy supplements and Shakes. I'm now getting told I did buy the right program to get my money back. And as I read the reviews on bbb it seems like I'm not the only one that has tried to get their money back. The company needs to be clear on exactly what we're purchasing for $190. I would not have counted it as an upgrade.

  Business response

  10/19/2021

  Hello, 

   

  Thank you for getting into contact with us. We are very sorry for the inconvenience this may have caused. We do want to note that, our check out page would never upgrade any plan other than what was chosen, nor would it would add additional products to the cart. The only way for that to happen is if the customer clicked on them. The checkout screen, would also have all items selected before purchasing. It is entirely impossible for products and upgraded plans to include themselves without your consent or the customer adding them to the cart. We again apologize if the customer was not clear of the check out process, but due to the policies and procedures we follow by we will not be proceeding with a refund. 

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a subscription on 10/7/2021 for a years subscription which was supposed to be for 151 but my bank account was charged 190. Furthermore when I opened the app it recommends you drink 3x the amount of water than is recommended by ***** professionals which is dangerous. Thirdly it is not at all like it is advertised seeing as it not innovative or allowing you to eat things you enjoy. When I called the company to cancel seeing as how I was not happy with the purchase and I had an emergency that I needed the money for they would not refund my money stating the annual subscription was not refundable. This was not made known AT ALL when signing up. It says if you are not satisfied in the first 30 days you can get your money back. They are also very rude and unprofessional.

  Business response

  10/13/2021

  Hello, 

   

  Thank you very much for reaching out. We do apologize for the inconvenience this may have caused you. The $151 is the upgrade from in addition to the $39.00 from our basic plan, which is explained at check out, as well as the Annual Plan being non-refundable. When agreeing to the terms and conditions- it is stated that all upgraded plans are non refundable, as well explained on our website on the terms and conditions. We went ahead and processed a partial refund. You will see that reflect your account with **** business days. Thank you for being apart of the Shift Family. 

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/25 i was first mislead and overcharged. I immediately reached out only to be ignored several days eventhough they said their contact is 24/7. I attempted to call several times but the number stated they could not answer my call right now and to please try again. I immediately became apprehensive when i could not contact anyone and was overcharged. Now they are giving me the run around about it being a $39 pro trial plan plus an upgrade of $151 for the year. That's not how they spinned it online. They were misleading saying you could purchase the year plan in lieu of the $39/month plan making it less than $13 a month instead of the $39. No where it said i would still be charged an additional $39 nor did it say i could not cancel at anytime. No one even contacted me back until i asked to cancel. They are also saying i received products that i never did and charging me for that. They have several bad reviews online for this very thing. Terrible company.

  Business response

  09/30/2021

  Hello, 

   

  Thank you for reaching out. We ahead and looked into your account and to be clear, our representative never said you products have been delivered. She sent you the tracking number with the information needed on your end. You purchased our products 5 days ago. Once your items have been delivered, please send them back for a refund. As far as the annual plan goes. You cannot proceed or finalize your payment if not agreeing to the terms and conditions, where it clearly states that all upgraded plans are non-refundable. We will be doing a partial refund for the inconvenience. You should see that reflect the account within **** business days, depending on your bank.  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 23, 2021 I signed up for a subscription with Shift Incorporated Inc. believing I had 30 days to cancel and receive a full refund. On the 30th day I wrote and requested a cancellation of my subscription and a credit of $190 to my credit card. I received a reply which indicated a 100% Money Back guarantee applied to a different plan and not the plan I signed up for. Regrettably, when I authorized the charge to my credit card I was NOT clear on the terms and conditions. The company is refusing to refund ANY money to my credit card and are only willing to provide me with a credit with the company itself. I have entered a "dispute" with Visa and I am hoping the BBB will intervene and help me get the majority if not all of my money refunded.

  Business response

  09/27/2021

  Hello, 

   

  Thank you for your message. The terms and conditions were present when signing up for the program. You have to agree to them in order to proceed and finalize the payment. It clearly states, that all upgraded account are non-refundable. Therefore, the 30 days money back does not apply to the annual you purchased. The account has been cancelled to avoid further charges. 

  Customer response

  09/27/2021

  The terms and conditions were not apparent and must have been hidden when I signed up for the program. I never would have knowingly signed up had I realized it was non refundable. Had I been aware I simply would have signed up for the 30 day trial which was 100% refundable.

  The account was cancelled after I filed the complaint with BBB and I was notified via e-mail but there is not mention of ANY refund/credit to my credit card. I am willing to concede that perhaps I made an error in not carefully reviewing the terms and conditions before approving the payment but it is grossly unfair and poor business practice for SWIFT to posture that I am NOT entitled to ANY of my money refunded. Thank you for your attention to this matter. 

  Business response

  09/30/2021

  Like mentioned before, the terms and conditions were transparent upon signing up. It is not our responsibility, as to whether or not the customer is looking into it before signing up. We went ahead and offered a partial refund. That is all we will do moving forward. Please wait 7-10 business days to see that reflect your account depending on your bank. 

  Customer response

  10/06/2021

  I disagree, the terms and conditions were not transparent when I signed up. In my opinion, a business such as yours has a duty to be fair and reasonable. What is the amount of the "partial refund" for what turned out to be an 30 day membership/subscription? Kindly provide me with your business mailing address and the name of your corporation in the event I choose to commence legal action.  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Firstly, I want to say that Shift with **** is scamming people. I initially began a purchase for the monthly subscription, and then was offered the year. There is no notice or indication that the ********************************************* place for this purchase. At every step up to this point, this company portrays that no matter the purchase, if you are not satisfied after 30 day FOR ANY REASON, they will refund your purchase. Shortly after I purchased this, I had an emergency medical procedure that made this program less than ideal for my situation. When I tried to contact them at the number given by customer support, there is no answer. And when I finally found an email to contact this company, I was informed that there was no way they would refund me. When I expressed that there was nothing to indicate the terms of service changed for the year subscription, the reply glossed over this and only offered a coaching session. I am absolutely livid and feel no one should buy this.

  Business response

  09/30/2021

  Hello, 

   

  Thank you for reaching out. We do apologize for the inconvenience this may have caused you. Our 30 day money back guarantee only applies to our PRO Plan which was visible to see at check out. It is also listed on websites in the terms and conditions that any upgraded plan is non- refundable. I went ahead and did a partial refund for the inconvenience, you should see that reflect your account within **** business days, depending on your bank.  

  Customer response

  10/05/2021

  While I appreciate the partial refund (though it was still less than half of what I paid), there was no real apology from this business. Their sales tactics are underhanded and if the terms and conditions are visible, they must me so tiny or way on down the page out of anyones sight unless they scroll down. Too many people have been scammed by these means for this response from Shift With **** to be meaningful. They are essentially stealing from people who are truly interested in fitness, only for us to get a very generic plan and workouts that dont work for everyone. I want an apology and I want this company to do better about being more transparent with their customers. 

  Business response

  10/06/2021

  We do apologize for the inconvenience this may have caused you, our intention was never for it to get to this point. We genuinely wanted to help you reach your goals. But we will stand behind the fact that there were several different areas that you were publicly posted that any upgraded charges are non-refundable. Your partial refund is exactly half of what you paid. We did not give you less than half.   

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for your program Shift, wanting to try and improve upon my health. I signed up for the annual deal for a lower price not being informed that the terms and conditions had changed. It says all over your website that you get a 30 day money-back guarantee if the customer is not satisfied with the product that they purchased. The day I signed up for it I realized I had made a mistake. So I went to the customer support and tried to get in contact with someone to cancel my subscription and get a refund like it said on the website. With no luck after five or six tries of calling that number I decided to try again the next day. Ive been calling the customer support number for four days. Someone finally picked up and said I couldnt get any kind of refund. I thought thats odd it says all over their website about the money-back guarantee. Now I am out almost $200. I am not going to use the app and havent since Ive purchased it. I only hope to get my money back.

  Business response

  09/22/2021

  Hello,

  Thank you for getting into contact with us. We do want to note that our terms and conditions have not changed, and will not change. It clearly states when purchasing that all upgraded plans are non-refundable, which you agreed to. We went ahead and did a partial refund of $95.00 back to your account. You should see that reflect your account within **** business days. 

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for Shift on 9/19/21. After gaining access to the app, I realized the plan was not going to work with my lifestyle, and have been trying to cancel ever since. The phone number given to cancel either just rings and rings without being answered, or gives a message that they're not accepting phone calls at this time. I Googled how to cancel, and it says there should be an option available within the app via Settings>Billing but I don't have the Billing option when I get into my settings. This seems shady and very scam-ish, and I believe there needs to be an investigation into this company.

  Business response

  09/21/2021

  Hello, 

   

  Thank you for reaching out. Just to be clear, our office hours are Monday- Friday 8:00AM-5:00PM PST. When you messaged in on 9/19 our offices were closed, as to why no one answered the phones. We have also been receiving an influx of phone calls and messages and we respond to them in the order we receive them. One of our representatives have already contacted you to assist you with your cancellation. Please refer back to the message thread for assistance. 

  Customer response

  09/21/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

*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. ↩