ComplaintsforHeadspace USA
Health and Wellness
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Complaint Details
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Initial Complaint
04/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I agreed to Headspace terms because I was led by their advertising to believe they had therapists to assist me. I had to agree to get into the app and make the appointment. Within 5 minutes I could see the scam. They didn't have therapists for two months. This means I would have to pay two months fees before I ever saw a professional. I was given a "coach". This is a non educated person who definitely does not require a degree nor does it command the $130 monthly fee to talk to. I cancelled within the 5 minutes and immediately began chatting to express my distrust and stated I did not want to pay for a service not rendered. I was put off for days while their member support fooled around with no answers. I was eventually billed and because I value my credit score I paid. This is false advertising and I have the screenshots (which I sent to *************************************** and the emails to that email. This is unethical behavior that has compiled the stressors that I was seeking help for.Business response
04/22/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Customer response
05/02/2024
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
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I downloaded the app for the free trial for one day. I never agreed to pay for an annual subscription. On March 4, 2024. I contacted my bank to dispute the charge but I was charged $69.99 for an annual subscription I never agreed to. They attached my ****** pay to the account and although I cancelled the fee trial, they still charged me through my ****** pay account and now I have an over draft fee on my bank account. All I want is a refund. I'll never use the app, I deleted the app the same day it was installed and was still charged their annual fee.Business response
03/11/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Signed up for trial, cancelled on app but it wasnt fully cancelled. Was charged an annual fee. Reach out to customer service, refused to respond, when they finally responded they refused to provide a refund despite it being their process issue. Plenty of customers are experiencing this issue.Business response
01/30/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Initial Complaint
01/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
After a free trial, I purchased an annual subscription to Headspace on September 18, 2023 for $69.99. On January 1, ****, my access to Headspace was denied and I was instructed to start a free trial. Ive attempted to contact Headspace throughBusiness response
01/30/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for a 60 day free trial, canceled my account last month to which an employee said I would receive a confirmation email to follow up. I never received it. After that I assumed it was fine anyway. I just got charged $69 for the annual plan which I didnt even have to begin with. I emailed again to ask for a refund and to cancel my account again and actually cancel it this time. The are refusing me a refund and are offering an extra 2 months free which I do not want. The app is useless and it is a stressful and inconvenient cancellation process. My account is now overdrafted because of this and on top of it its on Christmas, my holidays are now ruined. I just want my refund back and my account cancelled for good, that is all.Business response
01/04/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had a stroke in sept 21, 2022 and I had issues with memory. I couldn't recall easily 3 month trial didn't use the service and when I tried to ask for a refund I was told that I couldnt get refunded. ************ was of no help to me, and I need this money as I'm low income and section 8. My rent is important,Business response
01/04/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My yearly subscription automatically renewed to a different form of payment than the one I originally used. I saw the original charge get declined on Nov. 27th when it tried to renew to my original form of payment, because that account is now closed. So I figured it would automatically cancel my subscription but then on Dec. 1st I received a renewal charge on a different form of payment. I tried asking for a refund but they have declined my request.Business response
01/04/2024
Hello BBB of **************,
I hope this message finds you well. I am writing in response to the BBB complaint regarding a recent experience with our company.
First and foremost, I want to express our sincere apologies for any inconvenience or frustration that the member may have experienced. At Headspace, we strive to provide the best possible service to all our members, and we regret that we fell short of their expectations on this occasion.
After receiving the BBB complaint, we are taking immediate action to address the members' concerns, and we reached out directly to initiate a resolution.
As a company committed to transparency and accountability, we always welcome feedback from our members. In this instance, it seems there might have been a miscommunication or delay in updating the status of the resolution. We apologize for any confusion this may have caused.
Once again, we extend our apologies to the member for any inconvenience experienced. We value their business and want to assure them that we take their feedback seriously and continuously strive to improve our services.
Thank you for bringing this matter to our attention and for your continued efforts in upholding consumer trust. If there is any additional information you require or if you have any further questions regarding this case, please do not hesitate to contact us.Customer response
01/19/2024
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
12/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have purchased a subscription on Nov 24/ 2023. I used the app twice and didn't like the interface- it is extremely difficult to search for meditations or find what you are looking for. There wasn't a lot of content on the app either. I asked for a refund twice, on Dec 8th and Dec 13th through email. Despite my efforts, I have not received any response. Given the difficulties encountered and minimal app usage within the two-week period, I believe a refund is warranted.Business response
12/21/2023
Hi Yulia,
Thank you for reaching out to us. First and foremost, my apologies for the delayed response to your inquiry. We have recently received a higher than usual volume of inquires and therefore the unexpected delay.
Thank you for taking the time to contact us.
We are extremely sorry, but we are unable to process your refund request for the charge that took place on Nov 24, 2023, as the time period to cancel your renewal payment has ended.
If you would like more information on our membership renewal process, please visit ***********************************************************.
We can, however, ensure that you are not charged any further. We have disabled auto-renewal for this current membership and your access will continue until Nov 24, 2024.
Additionally, we are happy to provide you with a 2-month gift subscription which you can use after your current membership has expired, or you can provide to a friend or family member now.
To redeem this gift subscription, go to headspace.com/code and enter the following code:
CS2MONTHSFREE-CAEC17873C107C8B
Were deeply sorry, again, for any inconvenience. We hope you find the Headspace app a helpful resource as you continue your meditation journey. If there are questions you have, or if you would like recommendations on how to get the most out of your Headspace subscription, let us know and we would be glad to help.
Warmly,
Initial Complaint
12/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I want to cancel my upcoming subscription, but Headspace is violating my right to cancel.To begin with, the website does not have a "cancel" button and forces me to write an email to their support service to cancel, which is already a shady business practice.In addition, I wrote them an email two weeks ago and am still waiting for a reply.I need Headpsace to respect my right to cancel.Business response
12/20/2023
Hi ********,
Thank you for reaching out to us. First and foremost, my apologies for the delayed response to your inquiry. We have recently received a higher than usual volume of inquires and therefore the unexpected delay.
We're sorry to see you go! I can confirm that you have already successfully disabled the automatic renewal of your current subscription. You won't see any future charges and your subscription will expire on Jan 21, 2024. Please note that the reason why you did not see a cancellation button in your account is because your renewal was already disabled. Either way, again, apologies for the trouble and confusion and frustration.
Please let us know if you have any other questions. We hope to see you again soon!
Warmly,Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For the past 6 days, *** requested to have my streak count reset. Ive messaged Headspace in the app, and submitted request tickets to have this fixed. Yet they have not fixed the issue, nor responded . In the past, they would respond within ***** hours. Now theyre not responding nor fixing this issue.Business response
12/20/2023
Hello ****,
Thank you for reaching out, my apologies for the delay response and any inconvenience this may have caused you; we have received an influx of emails and are working hard to respond to every one of them. I see that one of our agents has already responded to your inquiry, I will paste it below:I have restored your running streak to 106 days. To see the update, simply refresh or relaunch the app. Congrats on that amazing run streak, by the way!
If you have any questions or concerns, feel free to reply to this email and I will personally provide additional assistance. I hope you have a great rest of your day.
Sincerely,
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Contact Information
Customer Complaints Summary
62 total complaints in the last 3 years.
43 complaints closed in the last 12 months.