ComplaintsforFitbit, Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fitbit put out an update and since then my watch has been a mess. It doesn't sync with my app no matter how many times I uninstall and reinstall, it randomly boots down in the middle of a workout, and it isn't tracking correctly. I had NONE of these problems before the update. I have reached out to Fitbit multiple times over the last week and have been told a supervisor will reach out to me, however this has not happened. I would told someone would reach out by end of day on Monday the 26th and nothing. Today I talked with support and they claim someone will reach out but they can't give me a timeline.

  Business response

  08/29/2024

  "Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us."
  

  Customer response

  09/03/2024

   
  Complaint: 22203548
  
  I am rejecting this response because:

  I received a response from Fitbit and they did not respond to my full complaint. All they keep saying is that they see my watched just synced. They have not addressed the fact that my watch sometimes reboots in the middle of a workout or that when I'm working out my watch will try to end the workout. This keeps happening since THEIR update. They also take DAYS to respond, so when they finally do and it's the same canned response, it's incredibly frustrating. Fitbit obviously does not care about customer service or the fact that their update broke my watch.

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

  Business response

  09/05/2024

  Well continue to work with the customer towards a resolution within the scope of our policies."

  Customer response

  09/05/2024

   
  Complaint: 22203548
  
  I am rejecting this response because: The business is not answering my questions and is now harassing me because I have filed this complaint. From this point forward I want a new watch and an apology. Their update broke my watch and the troubleshooting has not worked. I believe this company is trying to take me for a ride.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a Fitbit user for about 10 years. I have purchased at least 3 different versions of the watch for myself and two other family members. The first watch was the only decent one. I actually upgraded and passed it along to a friend. The other devices have all been terrible. I'm looking at the last 3 dead ones right now. The last one the Charge 5 is what this complaint is about. I went into the pool with my watch and it died. My niece was with me and hers died too. My brother has a Charge 4 and his survived. This watch has the option to swim, so I didn't have any trepidation about wearing it into the pool. My niece and I can't swim so we were bouncing in the water on donut float not doing serious laps or anything. I call them to get a replacement and they only offer a 1 year warranty. They offer 35 to 50 % discount on a new purchase. The picture I'm including has 3 of my dead watches, there have been more for me and just as many for my brother and my niece. I feel stupid to keep giving them my business but I hate giving up my years of stats and I hate having to start over with another brand when they offer a discount. I have learned to get an extended warranty now but it's not fair that me and my family have been consistently disappointed. I feel all of us deserve a replacement watch for free to keep as a backup for the inevitable break down that will occur. They should be able to keep getting away with this. There are Fitbit forums and people are consistent with the complaints. The charge four had posts breaking off rendering it useless because you could no longer put a band on it. We all went through the breakdown. Now for the upgraded charge 5 to die when we splashed in a pool is just ridiculous. I can't stand being without a fitness watch so guess what I just ordered a 6 and

  Business response

  08/27/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/27/2024

   
  Complaint: 22198399
  
  I am rejecting this response because:
  It's more than an inconvenience. The fact that it happened to me and my niece on the same day because we splashed in the pool is pretty telling. My niece's watch was 1 year and 1 month, and by the way was a replacement because her other one broke during the one year warranty. My watch was purchased in April of 2023 because the previous one broke and a warranty was used to replace it. We don't wear them in the shower because we have nylon straps and they feel gross when they get wet. I wanted to track my activity in the pool so I left  it on. There is a swimming icon to represent that as one of the exercise activities. We turned it on because it's supposed to have some water lock feature that comes on. The devices are just not well made. You make false claims about them. The other abuse you described is just silly. We are all seniors and we are not out rough and tumbling with our watches on. 

  The picture I sent has only three of the watches because I've had to send a couple of them back to the warranty company. The Charge threes were notorious for the screens not coming on. The Charge four was notorious for the posts breaking so you could attach the wrist band. The fact that these conditions happened to me my niece and my brother on all our fitbits is beyond a coincidence. I've been a good customer. We just want a device that lasts a  couple of years. We keep buying them because you give us 35 to 50% off a new purchase, so it stinks but at least we feel we get something back.  Plus, I have all my stats that I didn't want to lose. 
  

  The latest debacle. I order a new Fitbit 6 and they activated the 6 mos premium before I even get the watch. Why would that not be a situation where you say, I'm sorry of course we can restart your premium membership after you get it. Or I'm sorry good customer let us give you an extra month for the inconvenience, anything but it's being investigated, what is there to investigate? Last night when I called I was told I would be contacted with some special one time resolution. Today I feel like that resolution has been withdrawn as a retaliation for me submitting this claim. 
  
  
  
  Teliesa *******

  Business response

  08/30/2024

  "Weve previously followed up with the customer and stand by our last response."
  

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting this complaint because I need to get the Auto-Excercise Recognition turned off on my FitBit Inspire 3. I have it set to IGNORE, but IGNORE is NOT working. This issue is s******* up my workout stats because it is giving me credit for steps when I am performing a different exercise. So, while I was in a spinning class, I got credit for ***** steps, which I could not have taken on a spinning bike. I NEED THIS CORRECTED!!!!! The point of having a FitBit is it keeps track og all exercises. Everything worked great until FitBit updated the Firmware version: 63.20001.210.26. I need this corrected or I need the new Firmware UNINSTALLED!!!

  Business response

  08/24/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/25/2024

   
  Complaint: 22190207
  
  I am rejecting this response because: my FitBit IS STILL HAVING THIS ISSUE. I NEED THIS FIXED!

  I NEED THE IGNORE FUNCTION TO WORK for the AUTO-EXERCISE RECOGNITION. I do WANT To TURN OFF the Auto-Exercise-Exercise Recognition feature.
  

  MY FITBIT IS USELESS IF THIS IS NOT CORRECTED ASAP, ASAP!!! 

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

  Business response

  08/27/2024

  Well continue to work with the customer towards a resolution within the scope of our policies.

  Customer response

  08/29/2024

   
  Complaint: 22190207
  
  I am rejecting this response because: I am gathering more proof that this device is not working properly. I am going to show that it is saying I am taking steps while I am in a spinning workout class. I will show steps at the commencement of my spin class and I will show steps right after the completion of class to prove that the Fitbit Inspire 3 is NOT working correctly. The other day I supposedly walked ***** steps while I was on a stationary bike in spin class for 45 minutes. It is impossible to be taking steps and pedaling a bike, unless you know of some magic trick. I am ANGRY over the amount of time I am having to deal with this.
  
  Sincerely, your angry customer!!!
  
  ***************************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fitbit Case# *************** I called Fitbit today because yesterday my Fitbit died. Originally purchased from Amazon Aug 26 2023. Im within a few days of the manufacturers warranty. After my call I was given the above Case#. I received a response from Fitbit Support an hour or so later rejecting manufacturing warranty coverage. Their response was Amazon sold me a Fitbit from an unauthorized seller. So says Fitbit Support. As a consumer how would I know Amazon who IS an authorized seller for Fitbit sold me a watch from an unauthorized seller. I would NOT have purchased from Amazon if I had known that information and that Fitbit would not honor their warranty. As a consumer and dealing with Amazon a seller for Fitbit how would I know that?Someone is misleading consumers. Either Fitbit or Amazon. So here I am out $$$ and a watch that lasted less than a year! Fitbit reasoning was maybe mishandling, manipulation or damage would have occurred via unauthorized seller. The watch was delivered via Amazon in NEW pristine condition and worked. Until it died yesterday. Which, by the way died 10 days before warranty expires. The fact is products fail and malfunctions happen sometimes.Im disappointed that too often consumers have to battle with companies to do the right thing. And if theyre lucky get resolution. Fitbit is your product honor the warranty.

  Business response

  08/19/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Fitbit Ionic that was later found to be impacted by a voluntary recall due to the risk of lithium-ion overheating problems. I followed the Fitbit procedure and returned my impacted device in the mail. I received an email from Fitbit on July 16, 2024 stating my device had been received and that a refund would be processed within 10 business days. Thirty days have now passed and no refund has been issued to me. I called the Fitbit Ionic Recall customer service phone number on August 5, 2024 and August 15th, 2024, and have yet to receive my refund.

  Business response

  08/17/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/17/2024

  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After installing a required update from fitbit, my Charge 5 tracker has been having extreme battery drain, and sometimes doesnt even turn on at all. Prior to the update, it was lasting between 4-7 days in a single charge. Immediately after the update, it not only lasts about 3 hours on a full charge. Sometimes less. According to Fitbit forums, this has been happening to hundreds of people and Fitbit ******** is denying any wrongdoing. **************** is only offering a 35% discount on a new product. I dont think its right to have to spend more money at a business when you cannot trust their products. So many people like me have experienced this and it is appalling that they are denying that there is an issue. They should be standing by their products. Its pretty clear that something is wrong when hundreds of people are experiencing the same issues. I cant spend more money on their products without having any confidence that they arent going to do it again. So far, theyve gotten away with it without consequence. Im so frustrated. Ive been a loyal Fitbit customer for 10 years. We deserve better.

  Business response

  08/17/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Fitbit Ionic was recalled so I sent my watch in to get a full refund in January of 2023. I've called the Fitbit Ionic Recall hotline 6-7 times since then to see the status of my refund but have been told they "escalated the situation" every time. I still have not received my refund as of 8/14/2024.

  Business response

  08/15/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/19/2024

   
  Complaint: 22142226
  
  I am rejecting this response because: they emailed me saying they would look into the issue but that is all that's been done. Then I received a survey asking if my problem was resolved sufficiently.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a Fitbit user for the past few years. In the past two years, I have had to return my Fitbit Charge 5 - Gold three times. This is now the fourth return that has been processed on this device.Each time the device has the same issue - it will randomly freeze and lock on the Fitbit logo. It does not respond to being plugged in and "rebooted", my phone will no longer recognize the device, and there is no way to restart it, except by letting the battery completely die. I keep my device clean and never swim/shower with it, etc. It is regularly charged. Yes, I exercise with it so my wrists will sweat, but surely a device made to monitor physical activity should be able to handle some sweat.While the product is under warranty, and I purchased an extended warranty through Amazon, this is extremely frustrating and the customer service has been subpar. Before ****** purchased Fitbit, I was able to talk to someone in this country who seemed knowledgeable about this product. Now, customer service is only from people in other countries who suggest the same solutions every time. There is no way to contact Fitbit directly. In my opinion, this is not acceptable. These devices are not cheap and it is often challenging enough for people to be consistent with exercise without needing to replace (and be without) a fitbit for 2-4 weeks every 3-4 months. I request a direct contact to the business (Fitbit) so they are made aware of their ongoing hardware issues. Further, if the Charge 5 is not a viable product anymore, then I request a different Fitbit model that is more dependable free of charge. It is unfair to the customer to continue to "warranty" a product that does not work and has a shelf life of only a few months. It should be replaced with a dependable product. Further, the product I'm sending back should be evaluated and I should be communicated to about what is wrong with it, since this has happened four times.

  Business response

  08/13/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/13/2024

  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. The business decided to give me a refund on my original product. It is still disappointing that instead of getting a product that works (which was my original hope and intent), that I have been issued a refund, but I'm looking forward to using that refund towards Apple Fitness or Garmin.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Charge 5 Fitbit in Feb 2023 via Amazon (authorized seller). In late 2023 Fitbit started rolling out a new firmware which has hit user's devices at varying times over the past 6-9 months. Almost immediately the Fitbit forums, Reddit forums, and industry news sources began reporting that the new firmware was causing devices to be unusable ("bricked") with common complaints being a black screen and/or incredibly fast battery drain. Googling "fitbit charge 5 black screen battery draining fast" will bring up a tremendous amount of posts and article clearly documenting this issue. Despite the clear issue, Fitbit has refused to take full responsibility for introducing an update which rendered devices unusable, especially on devices which are technically outside the 1 year warranty. Fitbit is offering discounts on new devices of 30%-50%, which is NOT acceptable. Note again, this is NOT an issue of wear and tear, user error or anything like that. This is caused by an update that Fitbit introduced which the user has no control over.I am seeking a refund from Fitbit for the $139.37 I spent on my Charge 5 which Fitbit has broken.

  Business response

  08/12/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/15/2024

   
  Complaint: 22116757
  
  I am rejecting this response because:

  This is not a real response from Fitbit.  Anyone can look at their responses to BBB complaints, and they use the same text on every one.  And then they ghost the customer.

  ********************** reached out Monday afternoon, I sent them my Fitbit ID, and then I heard nothing back.  They have not replied to me on this case, nor the other two cases I have submitted.  They've ghosted me too.

  Fitbit is abusing the BBB system with these "non-responses".

  Again, I have not received any real answer, and certainly not the refund that I asked for due to Fitbit breaking my Charge 5 device (along with tons of others) with a bad firmware update.

  I want a refund from Fitbit as requested.

  Based on the complaint history here, and Fitbit's non-handling of legitimate complaints, I cannot ever recommend Fitbit to anyone.  I am unbelievably disappointed in their lack of business ethics.

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

  Business response

  08/16/2024

  Well continue to work with the customer towards a resolution within the scope of our policies.

  Customer response

  08/16/2024

   
  Complaint: 22116757
  
  I am rejecting this response because: It's not an answer, it's not acceptable, it's an abuse of the BBB complaint system, and Fitbit is at fault for damaging my device.

  Read through complaint responses, and you will see that Fitbit simply cuts and pastes this answer "Well continue to work with the customer towards a resolution within the scope of our policies." while actually NOT responding to the complaint itself.

  What I did get from Fitbit was "Hello ****,
  Thanks for reaching out to the Fitbit ************* Team.
  We understand that your Charge 5 has been damaged, and we apologize for any inconvenience this may cause.
  Upon checking our records, we confirm that the warranty for your device expired on February 12, 2024. Unfortunately, this means the damage is not covered under warranty.
  We value your continued business and would like to offer you a  discount to purchase a new device. You can find the details of this offer in the previous email."

  So, in other words, I won't be getting a refund for the Fitbit Charge 5 that was damaged by Fitbit with a bad FW update because Fitbit broke it on me after my warranty had expired.  Nice.

  All of this was already clear in my complaint.  It WAS technically after the warranty expired, however the damage was CAUSED by Fitbit.  NOT me. 

  And I already said in my complaint that I would not accept a discount, I wanted a refund.

  All anyone needs to do is to look through the response history by Fitbit at the BBB on these issues, and it is clear that Fitbit will NOT take responsibility for breaking customer's devices, and continues to abuse the BBB system with pathetic responses like this. 

  Fitbit has ZERO business ethics.

  The only resolution I will accept is a full and immediate refund of my purchase cost, and will continue to reject any responses that do not provide me that refund.

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charge 5 failed after getting wet despite was declared WATERPROOF up to 50 ft under the water per Specification . Had a chat with Support agent.Case #6-5691000036417. The reset failed.Took a picture of the device...the water bubbles can be clearly seen (attached photo)

  Business response

  08/14/2024

  Weve located the case for the customer in our system. We have reviewed the case, and the customer can expect to receive a response from us.

  Customer response

  08/15/2024

   
  Complaint: 22116569
  
  I am rejecting this response because: The Specification statement about device waterproof  was violated as it is obvious that device is NOT waterproof (please see attached picture).

  Hence,  we request a replacement for the damaged device.
  
  Sincerely,
  
  Sejo Sudic

  Business response

  08/16/2024

  Well continue to work with the customer towards a resolution within the scope of our policies.

*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. ↩