ComplaintsforAble: Personalized Weight Care

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This company has been fraudently collecting payment for over 6 months despite confirming that I have not been enrolled in their program. They refuse to speak in the telephone, will not answer any questions via email and are vaguely answering questions via WhatsApp. This involves over $800!! $35 amounts pulled from my account multiple times monthly and I have never accessed ANY account associated with this company, never had any contact with anyone, etc

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/05/2023, I signed up for a free trial of Able. I was enticed by the promise of weight loss. I immediately set up my account, downloaded the app, only to realize that I had to go on video calls with my coach. Other than that, it was a simple calorie tracking app. Upon realizing this, I immediately cancelled (within minutes). On 11/17/2023, I saw a charge on my card for $594.50. I immediately contacted their support and ask for a refund. I was told that I "skipped" the trial by selecting the six-month plan on checkout and that I was immediately charged $594.50 (something I was completely unaware of) and that they have a no refund policy.None of the prompts while I was signing up for the trial and setting up my account notified me about the $594.50. There were no Able emails confirming that I had purchased $594.50. The only email I received said that I had a free trial, and that I confirmed my 15-minute coach meeting. I received no further emails from this company. Had I known that I was unknowingly canceling my free trial period and opting to pay for 6 months upfront (without having used the product) -- I literally was on it for a few minutes -- I would have demanded a refund sooner. Please help me get my money back.

  Business response

  11/28/2023

  
  Dear ******************,
  
  Im ***** The **** of Support at Able, 
  Please accept my sincere apologies about the delay in response,
  Our customers subscribe through our website by going through a questionnaire that helps us to identify the users health goals and match them with the best-suited health coach. At the end of the questionnaire, the user can get a ***** trial or skip it to get a promo offer for 3 ($304), ($595), or 12 months ($910).
  
  If the user chooses to continue with the trial, at the end of it they convert to a paying user with the $35 USD fee paid weekly, however in our case, ******* chose to skip the trial and go for the 6 month upgrade, without being forced to do so and successfully agreed to our terms in conditions on November 6th 2023.
  
  
  These documents clearly outline the conditions under which refunds are granted (************************************ ), and we would like to reiterate our commitment to upholding these agreements.
  Upon our review, we have determined that the circumstances surrounding your request do not meet the criteria for a refund (************************************************************************* )as defined in our terms and conditions (************************************).
  We take these agreements seriously as they provide a fair and consistent framework for all of our customers. We understand your concerns, and it is our intention to address them to your satisfaction within the parameters set by our policies.
  We have carefully reviewed your request in light of our terms and conditions and refund policy (*************************************************************************), which were agreed upon when you initially engaged with our products/services.
  
  
  Please accept our sincere apologies for any inconvenience created. 
  **** - **** of Support- Able app
  
  

  Customer response

  11/28/2023

   
  Complaint: 20884800
  
  I am rejecting this response because:
  

  Your system for signing up is completely misleading and confusing.  It is clear from the other online complaints that others like myself had inadvertently and unknowingly cancelled their trial period during the initial sign-up and unknowingly purchased the 6-month subscription with no right for a refund.  Had I been clearly warned that I was about to fork over $600 forever for a product I have had literally no opportunity to test (since I was still signing up for the free trial -- or so I thought), I would have not gone through with the process at all.  I have 4 kids and do not make purchase decisions for myself above $20 very lightly. Please issue a refund in my case.  You should also update your sig-up process so that no one else makes the same mistake.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Trial subscription to weight loss program for $5 on July 29, 2023, never received any information from them, cancelled subscription. Able began charging my PayPal account $35 a WEEK, beginning on 8-5-2023 and at one point, charged $70 to my PayPal account within 2 day period. They are a scam and I want to report them as such. I want a full refund of $565. I was unable to monitor my PayPal account due to personal reasons and just discovered these charges today.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  October 17th, at 10pm, I subscribed to the weight loss program and canceled it at 12am seeing that they were going to charge me $592 for 6 months. I messaged them and they told me that they were not going to refund my money because I didn't do the free trial.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Apple Wallet became compromised on Monday, September 25, 2023. I received an email asking did a make a purchase of Able using my Apple Wallet. I proceeded to look into the matter further and saw the charges pending in my bank account. Ive lost my Apple Watch so I believe thats how my wallet was accessed. I should have erased it but I thought it might be returned since I lost it at work. Unfortunately, me being vigilant for the return of my watch led to someone hacking it and gaining access to my virtual wallet. My cards have been compromised. I reached out to Able asking if they could decline the charges made using my Apple Wallet and they have yet to do so. They did say the the charges were authorized and there is a no refund policy in place. I understand that but the charges are fraudulent and I just wanted them to decline those charges. There were two charges made to my card and I am disputing both charges. I just want a resolution to this matter as soon as possible.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up with this company cuz I've heard about them on the radio and TV commercials I signed up for a free trial for $3 for 7 days as soon as I did it took me to the screen that asked me if I wanted to sign up for 12 months for $910 I hit yes because I figured I had the free trial and it would Bill me after that if I like their 7-Day free trial. Upon logging into my account with them I had realized that they charge me right away $910 plus $3 trial. I have asked for my refund of my $910 back several times through email through their website I have been refused my money back has per their **** which upon reading since I was charged for the free trial also I should be under a free trial they're saying that it skipped my right to the free trial but I was billed for both and I have clearly stated to them that their website is not very clear on the matter and that I find it very misleading and that this is no way to do business I am new to their company I've been nice I've tried to contact them I have left voicemails with my number and no response the only responses I'm getting through email or through their message portal which tells me I am not going to get my money back I do not see how they do business this way this no way to do business with someone new to a company and is trying to get with them to fix a billing issues I have been attempting all day to get my money back and also went to my bank now I'm filing a complaint with the Better Business Bureau hoping that they'll make people aware of these issues try to get me a refund this company is literally ripping people off this is not fair to anyone in the business world

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Able Weight has scammed me. They ask for a free trial of .50 cents for 7 days. Which I accepted. I did nothing else on the app or anything. I did not checkout with anything else. But then I checked my bank app and they charged me a fee of 304$ also. I emailed them and they said they dont do refund according to their policy. I never would accept a charge of 304$ if I live paycheck to paycheck. What free trial charges immediately for 304$. There are also multiple reviews online stating theyre a scam.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I signed up to use this app in December for $1 and trial this to track my weight loss goals for a new year's resolution. I unsubscribed and deleted the app, and was charged $19 WEEKLY all of December. Then, no charges occurred until April and have been weekly since 4/17 through July, right now. I see that through other reviews and BBB complaints that others have not been able to get in touch with the company and have just had to dispute the charges on their own. I am in a panic about losing $19 weekly for months. I have no record of this, and I never saw these transactions in my Apple wallet until recently...I am beyond livid and flabbergasted that an app/company has gotten away with such blatant piracy and I hope they pay literally and figuratively for it.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been fraudently collecting payment for over 6 months despite confirming that I have not been enrolled in their program. They refuse to speak in the telephone, state that they have a no refund policy, and are not answering any questions via email.

  Business response

  07/03/2023

  Hi there,
  
  Thank you for getting in touch with us,
  
  We can see that the customer never wrote to our support to get help with their subscription. They did contact their bank, and after an investigation with the bank we could see that the customer didn't use their subscription. We refunded them for the unused period. 
  
  Kind regards,
  ************ Team

  Customer response

  07/03/2023

   
  Complaint: 20257082
  
  I am rejecting this response because it is inaccurate.  I have correspondence with this company refusing to speak with me over the phone or to provide a refund.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction was May 24th 2023. The amount was $304. I purchased a week long trial plan for the amount of $0.50, however two seconds after I paid for this I was charged $304. I contacted customer service and explained that they charged me for a plan I did not buy and was informed that I had chosen this plan and that they would be unable to refund me because they have a no refund policy. I have since reported this transaction as fraud to my credit card company. I have also checked ***** reviews on apple and it is apparent that they have scammed multiple people from all the negative reviews reporting their service as a scam. They are clearly misleading people into buying a plan that is much more expensive than they are led to believe and scamming them out of their money with their no return policy. According to some of the other reviews they are also making it almost impossible to cancel your plan once you have purchased it as well. In order to find the address and additional information of this company I had to ****** their developer and find the information on linkedin, information that should be readily available on their website however I believe they are simply trying to make it as difficult as possible for people to try and resolve the financial problems this company is causing them.

  Business response

  06/20/2023

  To Whom It May ****************** May 27, 2023 our customer ********************************* has raised a claim with her bank through a chargeback. The money were refunded the same day. Please see attached evidence.
  
  Let us know if you'll need any additional information.
  
  Kind regards,
  ************ Team

*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. ↩