ComplaintsforZumba Fitness, LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cannot cancel my account.

  

  Business response

  08/23/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on 8/23/2024. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer response

  09/04/2024

   
  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:

  Resolved

  More info

  I HAVE BEEN TRYING TO CALL ZUMBA MEMBERSHIP FOR MONTHS. I HAVE WAITED ON HOLD FOR HOURS WITH NO ANSWER. IF YOU TRY TO CANCEL ONLINE THEY GIVE YOU A NUMBER TO CALL AND I WAIT AND WAIT. I TRY DIFFERENT TIMES OF DAY. THEY NEVER ANSWER. I HAVE HEARD THEY MAKE IT DIFFICULT. I AM FINDING IT IS IMPOSSIBLE. I AM CHARGED $55 PER MONTH AND I WANT MY MEMBERSHIP CANCELLED IMMEDIATELY WITH NO FURTHER CHARGES.

  

  Business response

  09/13/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on 8/16/2025. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer response

  09/16/2024

   
  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.  They finally canceled after the complaint. Thank you for your help. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the 7 day trial on the Zumba app & of course provided my credit card number. I called customer service to cancel & the representative could not find my account or any of my information. He provided me with an email to cancel. I emailed & I saw the transaction wasnt going through. As of yesterday, my account was charged. I called & again rep looked for my account & couldnt find said I needed to be transferred & when he attempted to transfer me, he hung up on me instead. Called again to finally be told I need to email customer service; which I did last week & was still charged.

  

  Business response

  07/25/2024

  Hello,

  We have reviewed the case and can confirm that ***** did call our customer care team on July *********. However, since she was calling about the Zumba App, she had reached the incorrect department. For questions with or about the Zumba App customers need to email them at *******************************************************************************************************. Currently, this is the only method of contact for that team. 

  I have confirmed that ***** did send an email to the Zumba App team on this same day and they replied on the same day and explained how the Mayra can cancel the subscription.  This is what the team replied:
  
  Hello *****,

  
  Thank you for reaching out. Unfortunately, you reached out to us after the trial period had ended and as per our policy, we are unable to process refunds once the trial has concluded.
  Please see below with UTC time zone:

  
  Account created: Time Processed (UTC) 5:17 pm, Fri, Jul 5, 2024
  Trial period over: Time Processed (UTC): 5:17 pm, Fri, Jul 12, 2024
  Contacted Support: Time Processed (UTC): 6:15 pm, Fri, Jul 12, 2024

  
  Your subscription is currently active, but you can cancel it to prevent any future charges.

  
  To cancel:
  If you subscribed through the web you can manage your subscription in ******************************************** the same login information as the app (*********************).
  

  Customer response

  07/25/2024

   
  Complaint: 22013967
  
  I am rejecting this response because:
  I DID CANCEL MY TRIAL PERIOD ON ****!! PLEASE REFER TO THE **** STAMPED EMAIL. Furthermore, customers need to be made aware that the trial period ends 7 days later at the time signed up, not on that day. 
  Sincerely,
  
  *******************

  

  Business response

  07/26/2024

  Hello,

  After reviewing the information the customer sent with our ********************** App team, they have agreed to refund the amount charged. **********;should see the amount credited to her account in 5-10 business days. 

  Please let us know if we can assist any further. 
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have seen that this a common problem among everyone but I requested for a refund and I had cancelled my subscription before the deadline of my free trial. I have emailed several times and to no avail they have no response. They also charged me for a yearly plan which I never signed up for so they charged me nearly $160. I am ******. They are fraudulent and scamming people out of money.

  

  Business response

  08/15/2024

  Hello,

  We have reviewed this case and see that the customer subscription was cancelled on 07/31/2024. We see that the customers Trial Period was from 06/25/2024 - 07/02/2024. We do not have any record that the customer request to cancel before this date. The first email we received was 07/08/2024 requesting cancellation. This is why their subscription plan auto renewed @ $129.99 as they agreed when they signed up for the trial. There is no refund due.

  Customer response

  08/15/2024

   
  Complaint: 21979467
  
  I am rejecting this response because: I definitely reached out several times and email and I never signed up for 129$ plan. I want my refund now. That is absolutely ridiculous, and I will make sure everyone knows not to get anywhere near your services. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/15/2024

  If the member can please forward the email they sent prior to the renewal date we will be more than happy to look in to this further.

  However, if the member can not provide the email our decision will stand.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a loyal member of Zumba from 2012 until 2024 who faithfully paid the membership fee for both ZIN and Strong ($40/month). I ended my classes during COVID in 2021 and have not used any service provided by Zumba for 3 years despite continuing to pay. I requested a cancellation on the ZIN account website and it directed me to call a hotline. After waiting on hold for over an hour, the rep said their policy is a member cannot cancel a membership if a balance is owed. (My method of payment expired and I did not update it the prior month.) He said a supervisor was not available but he would send an email to them. He “escalated” my complaint and a couple of days later, the rep emailed to say my request was denied - I could not cancel my membership because my account was “serviced” last month and I owed a balance of $40, which will continue accruing every month. It is unethical to continue charging after I have unequivocally expressed my desire to cancel in all the ways required (website, phone, email). I am not on a contract. The member agreement and website are silent about this policy as well. Their customer service is very disappointing. I would like the fee waived and my membership cancelled with no additional fees accruing.

  

  Business response

  07/12/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on July 8th, 2024. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer response

  07/17/2024

  BBB it appears you have encouraged me to submit a review of my experience contrary to your own "BBB Customer Review Submission Terms." The terms say: "If I file a complaint with BBB on this business, my Customer Review on this business will not be posted." This is likely the reason Zumba has an inflated star rating (5 stars) despite having so many complaints about not being able to cancel subscriptions. The complainers need to be able to post complaints and reviews, and have it count toward the rating. Please share this with your corporate decision makers. Thank you in advance. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 5/22 I signed up for the Zumba Gold training on November 2 with the code "fitbodies60" to also receive FREE CIRCL Mobility training. I read that I would get an email about how to access the Circl training but haven't seen anything yet. I have made repeated contact via two different email addresses and still haven't received acess to the mobility course and it has been over a month.I sent my first inquiry about the issue to ********************************** on 5/28. I received a decent reply on 5/29: "Thank you for reaching out to us regarding your Zumba Gold training and the FREE CIRCL Mobility training. We understand your concern about not receiving an email on how to access the Circl training. We would like to inform you that your request has been received and is currently in the queue. We appreciate your patience and understanding in this matter.Best Regards, Customer Care"I waited awhile then heard nothing more and checked in again on 6/11, 6/19 and 6/25.On 6/23 I tried emailing the instructor for the class I registered for: *********************************************** but haven't received a response from them yet either.I want access to the Mobility training as was promised in the promotion. I feel like this is a bait and switch. I would appreicate a partial refund for the delay in access and the trouble and stress it has caused me to try to get access to the course. I needed the CECs and had to make another purchase in order to meet my training requirements due to the delay in getting access to the course I had already paid Zumba for.

  

  Business response

  07/02/2024

  Hello,

  We have reviewed this case and see that the member has not yet taken their Instructor Training Course (ITC). In order to receive the code for the Free Circl Mobility course you need to take and complete a Basic 1 ITC, and then joing our ZIN membership program. The member has yet to meet either of these requirements and that is the reason they have not received the code. 
  
  We have emailed the member directly today with this information. 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sustained significant injury which prevents my ability to instruct as a ZIN member. I need to cancel the membership and the business has notoriously been difficult to effectively communicate a productive method to cancel. They are unwilling to accept the request to cancel via any other method than call waiting for up to 5 hours as well as offering extremely limited business hours to do so.

  

  Business response

  07/02/2024

  Hello,
  
  We have reviewed this case and can confirm that the member has been assisted as of June 27th, 2024. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has been the worst experience signing up to Zumba, Ive unfortunately had a very difficult personal situation and Ive had to cancel my membership, I was within the window of time to receive a refund and I reached out by email in May, I proceeded to call 5 times only to be told its a different department that handles cancellations. Finally last week I got through to someone who told me he had cancelled my place on the course and would process the refund. I had also received a Zin charge which I would not have been charged if they had not deliberately ignored my request to cancel in May. I was told they wouldnt refund this charge as its taking them some effort to process my refund of the course fee which seems extremely unfair as I was within the timeframe and should not have been charged anything had they been responsive and not ignored me. Im extremely upset as Ive still not received my refund and *** contacted the company today only to be told that the refund request had been submitted but not processed. I told them about the situation I was in and it was physically impossible to do the course and I gave them ample notice to be of help, but *** been treated with contempt and ignorance. I would like my refund processed for the course fee and the Zin fee as promised when I originally contacted via telephone and was suddenly cut off!

  

  Business response

  06/13/2024

  Hello,
  
  We want to reassure the member that we have thoroughly reviewed this case and can confirm that the Zumba Licensing Program (***) and all future payments were indeed cancelled on June 5th 2024. We also sent an email confirmation on this day to ensure transparency and keep the member informed.

  
  We can also confirm that the charge for the *** was also refunded on June 10th, 2024. An email confirmation was also sent on this day.

  
  The member stated that their request to refund the Pre-ZIN membership fee was denied. The member says she initially reached out to cancel in May. However, in order to not be charged for **** members need to request cancellation the month prior (April), as the May charge covers the 1st through the 31st. Therefore, service was already provided before the cancellation request. No refund is due.

  
  Please let us know if we can further assist. 
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My complaint against Zumba seems to be extremely common. I've been trying to cancel my ZIN membership since the beginning of *** with no success. Hours long wait times, endless transfers, disconnected calls...they make it very difficult to cancel so they can continue to fraudulently collect the monthly fees as long as possible. The call center hours coincide with my own work schedule which further inhibits my ability to spend countless hours on hold. However, because I did, in good faith, make several attempts to contact an agent and cancel my membership far BEFORE the new billing cycle on the 21st and got no answer, I placed a temporary block on my debit card to prevent more charges to my account until I was able to speak to a representative. When I did finally get through to a live person on *** 22nd, the request to cancel my membership was denied because the charge for ***'s fee was blocked. Despite my insistence that I did attempt to cancel on many occasions before the deadline and therefore do not owe for **** they would not cancel my membership until it was paid. This means monthly charges would continue to incur and late fees would apply.I refused to accept this so the representative offered to escalate my issue. She submitted my case to the review team and informed me that I would receive their decision by email in 2-3 days. HOWEVER, there were no fewer than 6 additional attempts to charge my card for *** AFTER the escalation process was initiated and BEFORE a decision was made regarding my appeal. VERY unethical business practices. The response I got from the review team made no mention of my many previous attempts to cancel and their failure to provide the most basic customer service. No attempt to resolve the problem, just cancellation request denied because "services had been provided" for ***. *Side note, the membership is billed in advance for the month, so technically services have not been provided. Cancel membership, reverse ***'s charges

  Customer response

  05/30/2024

  There is an error posted in the complaint. The disputed amount isnt $250. Thats just how much Ive paid them in total. The billing adjustment is for $43.94 only. 

  

  Business response

  05/31/2024

  Hello,

  We have review this case and we have reviewed the members history and only located one contact to cancel and that was via the phone on *** 22nd, 2024. We do not see a phone call or email to cancel prior to that. If the member can forward any emails that they have sent prior to *** requesting to cancel we will be more that happy to review further.
  
  We would also like to clarify a statement the member has made.

  The member wrote: "*Side note, the membership is billed in advance for the month, so technically services have not been provided.".

  This is incorrect. We do not bill in advance. We bill on the 21st of each month for the current month. You can see this in our FAQ's here: *************************************************************** . Therefore the *** payment the member is referring to was for the month of *** not June. This makes the monthly fee valid as we provide service from the 1st of ***. This fee will not be waived and must be paid before the account can be cancelled. 

   

  My complaint against Zumba seems to be extremely common. I've been trying to cancel my ZIN membership since the beginning of *** with no success. Hours long wait times, endless transfers, disconnected calls...they make it very difficult to cancel so they can continue to fraudulently collect the monthly fees as long as possible. The call center hours coincide with my own work schedule which further inhibits my ability to spend countless hours on hold. However, because I did, in good faith, make several attempts to contact an agent and cancel my membership far BEFORE the new billing cycle on the 21st and got no answer, I placed a temporary block on my debit card to prevent more charges to my account until I was able to speak to a representative. When I did finally get through to a live person on *** 22nd, the request to cancel my membership was denied because the charge for ***'s fee was blocked. Despite my insistence that I did attempt to cancel on many occasions before the deadline and therefore do not owe for **** they would not cancel my membership until it was paid. This means monthly charges would continue to incur and late fees would apply. I refused to accept this so the representative offered to escalate my issue. She submitted my case to the review team and informed me that I would receive their decision by email in 2-3 days. HOWEVER, there were no fewer than 6 additional attempts to charge my card for *** AFTER the escalation process was initiated and BEFORE a decision was made regarding my appeal. VERY unethical business practices. The response I got from the review team made no mention of my many previous attempts to cancel and their failure to provide the most basic customer service. No attempt to resolve the problem, just cancellation request denied because "services had been provided" for ***. *Side note, the membership is billed in advance for the month, so technically services have not been provided. Cancel membership, reverse ***'s charges

  Customer response

  06/03/2024

   
  Complaint: 21780060
  
  I am rejecting this response because your call center hours coincide with my work hours, therefore I had to place all of those calls from work. I work for a large healthcare system where outgoing calls are routed to lines that are available at that time. Each line has a different phone number assigned to it but most of them are restricted and do not display a number on a caller ID. Generally they will say "Private" or "Unavailable." The only time I called from my personal cell phone was on the 22nd when I had the day off. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/05/2024

  Hello,

  We have reviewed the member response and as with any member or customer, if for some reason they are unable to reach us by phone they can and should email us and inform us of that. This way we can set up a date and time to call them at their convenience. We have not located any attempt to email us to inform us of this issue and therefore this request is again denied. We have no cancellation request from the member on file prior to this recent request. 

  Customer response

  06/08/2024

   
  Complaint: 21780060
  
  I am rejecting this response because:your policy clearly states NOT to email. 
  Update: after 752 attempts, Zumba caught me off guard and I let their transaction go through. SO *** is PAID. CANCEL MY **** ACCOUNT NOW!
  
  Sincerely,
  
  *********************

  

  Business response

  06/13/2024

  Hello,

  The request is denied because the member is requesting the *** charge be refunded. In order for that to happen the member needed to request the cancellation in the month prior (April) as the charge for *** covers the 1st through 31st of ***. This means when she called in *** services were already provided for the month. 

   

  Customer response

  06/13/2024

   
  Complaint: 21780060
  
  I am rejecting this response because: I DID call before the 21st of May but you have no record of it because no one answers the phone! At this point I dont care about the $43 for ****  Apparently your company needs it more than I do. I would imagine thats how you all stay in business since Zumba is fast becoming a thing of the past. However I want 100% confirmation right now through the BBB website that my membership has been cancelled because Ill be damned if you get anymore of my money for absolutely nothing. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/24/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on 06/10/2024. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

   

  Here is the email we sent for your reference:

   

  *****,
  
  Your request to cancel your Pre-ZIN membership has been processed. Please keep this email as your confirmation.
  
  As of 06/10/2024 you will lose access to all membership benefits and your license will expire. You will no longer have the right to teach classes. By canceling your membership, you forfeit the rights granted under the Instructor Network Membership and License Agreement(s). Your classes will no longer be posted on our websites, and you must cease use of the trademarks, copyrights, logos, and other marketing materials.
  
  Note that as of today you will also lose access to the training as well as to your account.
  
  As a friendly reminder, you can reactivate your membership(s) instantly within the next 6 months by paying a $175 reinstatement fee. Click here to easily rejoin ZIN online! You are welcome back any time after this period by taking an introductory instructor training for any of our amazing programs.
  
  We are sorry to see you leave the program and wish you all the best. You will be missed!
  
  
  Please let us know if we can be of any further assistance. You can reply to this email or contact our ************************ by phone. Our contact phone numbers and hours of operation can be found on the Contact Us page: Zumba
  
  Zumba: Follow us on ***************** and YouTube.

  Customer response

  06/24/2024

   
  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

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June 2023 I signed up for the Zumba instructor training that was $139.00. I attended the orientation, however due to a family emergency I was unable to attend the training. I contacted the instructor to inform prior to training. I was given a credit to take the class at a later time. I was charged several months $43.94 for a membership for ZIN that I did not sign up for. I emailed the company in September or October informing them that I did not sign up for the membership for $43.94 as I never took the actual training. No response. I waited 2 months called the company twice and was on hold for over 47 minutes each call with no response or resolve. Zumba only contacted me after I contacted my credit card company to report that I did not approve these transactions. My credit card company credited 5 months of those charges back. During the call I told the Zumba person how I tried to contact them and no response from them; therefore I wanted my $139.00 back because i will not take the training due to poor customer service. The man told me that there will be a $75.00 cancellation fee. He sent me a link to cancel, however there was no option to cancel on the site, per the instructions. I am so displeased with this company and feel I should be refunded due to non-response and lack of professionalism to cancel my initial request for services I did not enroll in or utilize. Yes, I signed up for the training session for $139.00. At a minimum, Zumba should refund me for the other 5 charges from July through November of 2023 to me for the $43.94 ZIN, I did not sign up for or use.

  

  Business response

  06/05/2024

  Hello,

  We have reviewed this case and see that spoke with the member on May 24th. In that conversation we informed the member that we would refund the Zumba instructor training course ($139). This refund was processed on May 29th. An email was also sent on this date informing them on this.

  In reference to the $43.94 membership fee, this request is denied as the member signed up for our pre-ZIN membership at the time of registration and service were rendered for the months in question. 

  I have attached a screenshot of option the member selected. Please also notice the terms at the bottom of those options. 

*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. ↩