Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was supposed to be fully canceled back on February 14thI was charged again the initial $43 and you guys charged me againEven though I already paid out the $53 and was told everything was canceled and I would not be charged again All my services and memberships were supposed to be canceled February 14thI have tried calling three times each time the connections are terrible and shady.I get hung up on or disconnected and I do not find this to be a very trustworthy service.I expect my $43.94 to be refunded or I'm going to dispute this with my credit card and banking services, as well as the Better Business Bureau If I do not get this refund within the next 5 to 7 business days and a response via email stating that you will be refunding the money because this should have been taken care of 6 weeks ago when I initially called in to have everything fully canceledI would like a response in email because each customer service agent tells me something different and And they do not seem to understand I had canceled all of my *********** avoid me escalating this please refund the $43.94 immediately as this is poor business practices.They charged me $53.94 In addition there's no way for me to remove my billing or my bank card from the account There's no customer service supervisor manager where I can email or I can get in touch with to file a complaint or to speak with on the phone The customer service recs are clearly remote workers and each time you call you get a different answer So they have double charged me will not remove my bank account and the credit card that they have on file and continue to charge my account And they say that they will not refund the $43 that that was my membership cancellation even though I canceled it back on Feb 14th - spent more than 45 minutes on the phone and talk to three different people I called back on Mar 21st when I noticed that they charged my bank again & I talked to 2 different people

  

  Business Response

  Date: 03/25/2025

  Hello, upon conducting an internal review, we discovered that the customer's initial cancellation request on February 14th was only partially processed, with the *** membership canceled but the **** membership remaining active. We identified March charge of $43.94 that was processed contrary to the customer's cancellation intent. To resolve this matter, we have requested refund of $43.94, and have ensured that both ZIN and SYNC memberships have been fully terminated. The refund of $43.94 will be credited through the original payment method. Once the refund has been processed the former member will receive an email confirmation. 

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Zumba app trial with my instagram account. I never received an email with log in details or how to contact them. I finally reached out to my bank to dispute and they provided the name of organization and how to find/contact them and I tried to find a contact. Once I got to their website, their website phone number does not support refund on app you have to reach out via email and after I did that, they responded saying they had the wrong email address as shown in the customer service email and they cancelled my account (which I never had access to) once they received the dispute. When my bank filed the dispute they responded with some other login details - I did not get access to my account during the trial period or immediately - so I dont know how/why they charged me or whose details it was. The details they showed seemed to be details I entered during the sign up process. Its a total scam and predatory marketing through social media and blatant lying. The charge was on 10/27/2024. Moreover their advertisements indicate monthly rate when they bill annually.

  

  Business Response

  Date: 03/17/2025

  We have reviewed this case and can confirm that the user signed up for the ********************** app trial using the email ******************** not ********************* We do not create accounts for userseach person enters their own email during sign-up.
  
  Upon receiving the chargeback dispute, we provided the correct login details associated with the email used at sign-up. After the dispute was resolved in our favor, we granted the user access to the ********************** app under the original email used.
  
  Regarding pricing, users have the option to subscribe monthly or annually. For the annual plan, the checkout page explicitly states "billed annually." Our advertisements reflect the monthly breakdown for clarity, but the full annual billing is disclosed at the time of purchase.
  
  With this said, the refund request is denied.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23059372
  
  I am rejecting this response because:

  The response is very conniving.

  Here is what happened - i signed up on Instagram on 10/20 using my emailwhich i have used for several apps for several years. This is not my first rodeo. I never received an email from the business for the trial and i had no way to contact them. When the charge appeared on my bank i has to reach out to the bank to ask who charged and start a dispute process. I went to their website - if i leave message on their website no one response and then phone number is for Zumba business and not for the app. Finally i found a contact email for the app. When i reached out they said they have the email which is incorrect and on e the dispute charge is resolved they might be able to help with refund. Meanwhile they use the wrong premise to dispute my refund showing activity form when i signed up for trial and using that as activity of the app. Which is untrue / i have not been able to get on their app. When the dispute resolution came last week i reached out again and they refused to respond and when i asked them how its fair that they keep my money and not give me access - this is after i raised the bbb complaint, they said yes they will give me access and i have lost four months as well. This app and company is following unethical business practices as you can see from my complaint and several other business practices.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/26/2025

  After thoroughly reviewing this case, we reaffirm that the customer signed up for the ********************** app trial using the email ******************** which differs from the email  they claim to have used. As Zumba does not create accounts on behalf of users, the email entered at sign-up is solely determined by the user.
  
  Upon receiving the customers chargeback dispute, we provided the transaction details, including the email used at registration. When the dispute was resolved in our favor, we ensured the customer had access to the app under the original email provided during sign-up. Additionally, our last communication with the customer from our app team was to confirm whether they wanted us to update the subscription email.
  
  Regarding our pricing model, we offer both monthly and annual subscription options. The checkout page clearly states if a plan is billed annually, ensuring transparency at the time of purchase.
  
  Given that the subscription was set up using the email provided at registration and access was granted accordingly, we stand by our decision that a refund is not warranted. Should the customer require assistance with their login or account settings, we remain available to help.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23059372
  
  I am rejecting this response because:

  I have not access to this app for a single day. Its been 5 months and now I dont need a courtesy access after this whole back and forth unethical possibly illegal business practice where they submitted details from when I submitted as proof of accessing app to dispute my case with the credit card company and keep the money.

  Per California law, I believe this is illegal since I requested refund and have never had access to the app. I will be looking into this further.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/30/2025

  Per *** and California law what this company is doing is illegal. I never received access or any further details from this company during free trial period and as I soon I saw the charge, I found all means to contact this company and get refund. By company's admission they had the wrong email, which means I never received any communication from this company in any way. in that case they should refund the money and this is also an ethical issue - when they know I did not get access

  *****************************************************************************************************************

  Thank you,

  *******

   

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial, during the free trial I had canceled my membership so I wasnt charged at the end of the trial. Well come to find out I was charged ****** BEFORE my free trial had even ended. I had contacted support and got the run around stating I didnt cancel and I wasnt charged until 1 min after my trial ended. I went back and checked and my card was charged 18 hours before my trial was over. I brought this to their attention and since they have failed to contact me back. I just want my money back. Never in my life have I ever seen a company been so shady about refunding the customer. As if ********************** doesnt make enough money already, They gotta steal and deny a refund for money thats been stolen.

  

  Business Response

  Date: 02/21/2025

  Hello, our records show that users free trial began on 01/26/2025 at 18:25 GMT and, as outlined in the terms at sign-up, it automatically converted to a paid plan 7 days later, on 02/02/2025 at 18:26 GMTexactly 1 minute after the trial ended. This timeline aligns with our systems automated billing process.
  
  The user's first contact with our support team was on 02/02/2025 at 20:15 GMT, nearly 2 hours after the charge had already been processed. At that point, the subscription had already transitioned into a paid membership as per the agreed terms.

  Therefore, no refund is due.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to cancel a membership and they continue to charge me the membership. They positively know I want to cancel my membership and they are ignoring it and asked me to call them when at the beginning I did everything without calling and they have not problem to do it, but know they need my call. I need to they cancel my subscription. I dont have the many to pay it and I dont used the service.

  

  Business Response

  Date: 02/12/2025

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Feb 5th 2025. The member will lose access to their benefits on Feb 28th 2025. Please let us know if we can further assist. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/12/2025 I signed up through an instragram link for a free 7 day trial that would turn into a MONTHLY subscription if not cancelled within that timeframe. I did not receive any emails to confirm this signup and the details of it. On 1/19/2025 I was charged the ANNUAL subscription fee of $107.24, but still received no notice of the 7 day trial ending and no payment receipt. When I realized this on 1/26/2025, I immediately cancelled the membership and contacted customer service. They told me "Currently, our monthly offer does not include a free 7-day trial. The subscription begins immediately and is billed for the first month at the time of purchase. Only annual subscriptions have the 7-day trial." They further claimed that they have a no refund policy, even though the Instagram ad described signing up as "risk-free".They played a deceptive social media bait and switch on me, and are misleading in their advertising. Furthermore, they are intentionally failing to correspond regarding the transaction details at each important step (sign-up, free trial ending, payment receipt). Upon reviewing the BBB, I can see that this is a widespread issue and am surprised a class action lawsuit has not been brought against them for their shady practices.

  

  Business Response

  Date: 01/28/2025

  We have reviewed this request and we would like to address the concerns raised regarding the subscription process and associated charges.
  
  Subscription Details:
  ***** subscribed to the Zumba App annual plan via the ************************** website on 01/12/2025. During the sign-up process, the following information was explicitly stated:
  The selected plan was an annual subscription that included a free 7-day trial, from 01/12/2025 to 01/19/2025.  Please note that currently, monthly subscriptions don't have a free  7-day trial.
  The trial terms were outlined as follows: By clicking Get Started and starting my subscription, I authorize Zumba to charge my payment method for the subscription plan I selected above after my trial period ends and my subscription starts.

  Additionally, it was noted that All amounts paid are non-refundable.

  
  Billing and Notifications:
  As no cancellation was made before the trial ended on 01/19/2025, the subscription automatically converted to an annual plan, and the payment method on file was charged $107.24.
  While our system does not send trial-end reminders, all subscription terms are provided upfront during the sign-up process.

  
  Advertising and Transparency:
  The term risk-free referenced refers to the ability to cancel before the trial ends without incurring charges. We aim to provide clear and transparent communication during the sign-up process.
  We have reviewed the subscription process and confirmed that all terms were presented at the time of enrollment.

  
  Refund Request:
  The user canceled the subscription on 01/27/2025, after the free trial and billing period had concluded. Per our policy, amounts billed are non-refundable.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint again against this company because I was a licensed instructor since April of 2016 and I was paying monthly payments for my zin membership it was ***** monthly it was coming out direct deposit I tried to contact the company on numerous occasions so I can update my credit card information it took months the call volumes were so high you would be waiting on hold for hours so I fell behind on some payments as well due to the pandemic but I made sure things were payed to keep my license active this is second ********************** complaint Im filing because the first time there was no resolution from the company there was consistent language barriers where it was hard to communicate so the customer representatives were really rude and unhelpful I need a resolution because Im a Zumba instructor I love what I did and its unfair that this company couldnt get me back on Track because of communication errors and long hold times on a constant basis I got tired of arguing this I want my license back and my account to be cleared so I can start new thats what Im asking

  

  Business Response

  Date: 01/13/2025

  Hello, the member does not have to pay any past due balances to rejoin the membership and get their licenses back. All the they need to do is log in to their account and click the join zin/rejoin option. The member will then be prompted to pay the current months membership fee and their licenses will automatically be restored. 
  
  Please let us know if we can be of further assistance. Also not that the member can email us directly at ********************************** for further assistance with this.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22803138
  
  I am rejecting this response because I have to log into my account to see if this task actually is valid then when its completed I will accept the business response because they should of said this when I filed the first complaint 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/14/2025

  Hello, we are not sure what more the A is requesting or what more we can do here. ****** originally wrote "I want my license back and my account to be cleared so I can start new thats what Im asking". We advised that there is no balance to be cleared up and she can get her licenses back by logging in to her account and rejoining the membership.
  
  If this is not the request please clearly restate what we can do to further assist. 

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you sign up to take a class with the company it appears that you are signing up for a one time training and then they bill you monthly without your permission. When you want to cancel, you cannot cancel on the website. You are forced to call them during their business hours, which are only 9-5 to cancel. When you call to cancel you get pressured to keep your membership. They will not refund the amounts that they billed you without your consent. I called twice and my membership was not cancelled. I want a refund of the "subscription fee" that they charged me, which in reality is just spam emails to buy their ZumbaWear.

  

  Business Response

  Date: 01/07/2025

  We were not able to locate an account with an training or membership with the email address provided ********************** Can the customer please provide us with the email address and exact name they used to sign up for the training/membership so we can review the issue further?

   

   

  Customer Answer

  Date: 01/07/2025

  The email address is ****************************

  

  Business Response

  Date: 01/10/2025

  Hello,
  
  We have reviewed this case and see that the member signed up for our Zumba Basic 1 On Demand training course. When you sign up for this course you are also signing up for our Pre-ZIN membership. This information is listed clearly on our website during the registration process multiple times (I have added screenshots). Therefore, the member was made aware of the upcoming membership charge(s) and there is no refund due.

  I can also confirm that the member was cancelled on December 26, 2024.

  Please let us know if we can assist any further.

• Initial Complaint

  Date:12/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I signed up for a monthly subscription for Zumba using their app. However I was charged $99.99 for an annual subscription. I contacted Zumba support twice explaining what I believed and intended to select and requested that my bank account be refunded the annual fee. They are refusing, stating that I used the trial period and selected the annual subscription. I havent used the service at all, and it appears to be my word against theirs that I did not select the annual subscription option. It seems to me that even if there was a mistake on my part as to the selection, if I havent used any services, they should refund me the $99.99. After two emails with support, its clear I will have paid $99.99 to Zumba without any services provided. Thank you for any assistance you can provide. ****

  

  Business Response

  Date: 01/10/2025

  Upon reviewing the member's account, we see that they enrolled in the annual subscription, which includes a free trial period from 12/07/2024 to 12/14/2024. As outlined during the signup process, the annual subscription charge of $99.99 was processed on 12/14/2024 at the conclusion of the trial period. Therefore, no refund is due.
  
  Note: Monthly subscriptions do not include a free trial. If the member would have opted for the monthly plan, the charge would have been processed immediately on 12/07/2024 (instead of the 14th) as per our terms and conditions

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22721579
  
  I am rejecting this response because: My understanding of the option I selected was that I was signing up for a month to month subscription and not an annual one. I explained this in my correspondence with Zumba, but they are disputing the option I selected and have chosen to take money from my account that I didnt authorize.
  

  I was clearly interested in purchasing their service, so why, when I explained to them that my intent was other than what they claim I selected, wouldnt they want to keep me as a customer, give me at least benefit of the doubt - even if I had made the wrong selection on their site - and move me over to the monthly plan? 
  

  What I really object to is that a consumer is subject to the design - good or bad - of a businesss user interface and the way the content is presented for making an online purchase. Then the consequence of any misinterpretation or click in the wrong place or even a website error falls solely on the consumer. 

  There isnt physical proof of a transaction with a digital service provider making it easy to take and keep consumers money. 
  

  I feel I have been taken advantage of by Zumba, and I feel their business practices are unethical. 

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

  

  Business Response

  Date: 01/13/2025

  Hello, when signing up, the subscription plan and its terms are clearly outlined, including the distinction between the monthly plan (billed immediately) and the annual plan (billed at the end of the trial). Our system processes subscriptions based on the selection made during signup, and in this case, the annual plan was chosen. As the annual plan includes the free trial that the member utilized, there is no refund or other compensation due. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22721579
  
  I am rejecting this response because I did not select the annual subscription and I did not utilize the trial since it wasnt my selection. 
  

  Zumba has taken unauthorized money from my account and I have received no service for this money. This is a business I no longer respect, and I hope that my complaint will at least serve as a Buyer Beware warning for others.

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

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello there,This is a complaint regarding the cancellation process of Zumba, LLC.I contacted them to cancel my instructor membership on one of their programs called *************. I called (but the call keeps cancelling) so I emailed them Nov 23 or 24. They emailed me back Nov 25 with instructions and phone number to call, but unfortunately, I cant do cancellations online and the phone number does not work as it does not connect, so I requested them to call me back. I have never heard back from them, so I emailed them again 7days after Dec 2, asking whats the update. No reply, so I sent them another email Dec 12. They replied Dec 14, requesting me to pay in advance for the month and contact them once done. So I paid Dec 16 and advised them, but no. They have been mucking me around that they will call me, or I should call them. How can I call if it does not connect and not even a single call from them that I received. Dec 17, 19 and today I have been emailing them and calling, but no luck. They will charge me again same amount next month if I do not cancel this today. This is really appalling customer service and frustrating at the same time. I believe this needs to be dealt with because I have been crowd sourcing and this happens quite a lot.I have attached some evidences for reference.

  

  Business Response

  Date: 01/07/2025

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on 12/26/2024. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  Jessebel *********

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been asking them for a month and a half to cancel my account for medical reasons. They are refusing to do so and keep charging me membership fees anyway. Every day for a month and a half I'm talking to multiple people and every single time they say they want to know why. Finally had to spell it my whole PRIVATE medical problem which is actually none of their business and in violation of my ***** rights.

  

  Business Response

  Date: 12/17/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on 12/13/2024. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer Answer

  Date: 12/27/2024

   
  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,
  
  ******* ***