Complaints
Customer Complaints Summary
- 160 total complaints in the last 3 years.
- 44 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/08/2024
Type: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 Friday October 11th I ordered and paid full price for a backpack from the website ******************************, there was an error and the order #A200-253062 showed as not going thru, I then proceeded to order with a different card and the same thing happened. That same day, I emailed them about the duplicate orders that according to their system were not successful. I asked if the item was still available to please charge 1 item to the card I entered the 2nd time for Order A200-252996.The same day I received an email from them acknowledging the error and letting me know they were handling it. a few weeks later I received the 2 orders and was charged the 2 orders. I called, and was told I needed to print a return label to return the extra item and get my money back. When I did, the website stated that this was a "Final Sale" and I cannot return it. I called them back and they acknowledge I paid full price for it and they promised me they would email me a return label in 24hrs.Since then, it has been a horrible experience with me wasting hours of my time calling and they promising they are working on the matter. Almost 2 months later I have not been helped at all and just once I have been transferred to a "supervisor" promising she was going to email the label but nothing.I have been a paying member for over 10 years and for all these years I have bought merchandise from them, and not once have I returned an item. This is the first time and due to their systems error. I am extremely frustrated and feel that I am a small voice in a multimillion-dollar corporation that could care less about their loyal customers.
Business Response
Date: 12/09/2024
We have reviewed this case and the member has done a chargeback. Due to that, there is nothing further we can do as it now has to go through the chargeback process with the customers financial intuition.Customer Answer
Date: 12/09/2024
Attached is a letter from *********.
Zumba Fitness stated that there was no credit due. So the bank reversed the credit.
Initial Complaint
Date:12/05/2024
Type: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've been trying to cancel my Zumba *** membership online - via the *** portal, where it's definitely me logging in with a password. Although they made the cancellation request quite complicated, I somwhow managed to come to the last step. In the last step, they required me to call the ZUMBA hotline, which is in the **. I wrote this to their forum, they required me to get in touch via email after that. Then, to my surprise, they wanted me to give them my phone number, so that they can call me, as "the cancellations are only possible via phone". I cannot understand how a simple step can be made so complicated, me having **** doesn't make it easy talking on the phone, possibly not understanding American English.Business Response
Date: 12/06/2024
Hello, we can confirm that our policy is that the member must call in order to cancel their account. As this has yet to be done the account remains active.
The member also mention that she has to call a US number. This is not accurate. We have multiple different contact phone numbers and they can be found here ****************************************************.
Our phone number for ******* is as follows:
******* (******)
Phone Number:***************
Hours of Operation:8:30am to 5:00pmThe member can give us a call or provide the best time to reach them so we can call them if that is a better option.
Again, until we speak with the member over the phone the account will remain active.
Customer Answer
Date: 12/06/2024
Complaint: 22643070
I am rejecting this response because:1. How is anybody supposed to think that a +1 phone number is in *******? We normally have the numbers starting with +49. If it's forwarded, it should be mentioned.
2. I contacted the number (yes, it's been difficult for me), a total of maybe 2 minutes was with a call center personnel, the rest (16 minutes of 18 minutes) was on hold, because the employee was trying to get me through to somewhere, even after I gave my info and my request to cancel my ZIN membership. In the end, she told me that I would be contacted in the next half an hour, which didn't happen yet. I gave my mobile phone number so that I'm reachable at any point, but still waiting. I thought that half an hour meant thirty minutes. It's been an hour since we hung up. Attached is the screenshot for the call.
Sincerely,
***** *******-oecekCustomer Answer
Date: 12/06/2024
I was called by a very friendly Zumba call center employee and had the confirmation of cancellation. I haven't received the confirmation email yet, it will hopefully be in my inbox soon.Initial Complaint
Date:11/28/2024
Type: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.
The company will not allow me to cancel my membership through the app. I tried cancelling several times on 11/28/24. Clicking on the cancelling subscription option does not work! This link takes you to a list of licenses.Business Response
Date: 12/13/2024
Hello, we can confirm that the member Zumba App subscription was cancelled on December 2nd 2024. Please let us know if there is anything we can do to further assist.
Initial Complaint
Date:11/28/2024
Type: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 place online order #A200-268062 on Tuesday 11/26/2024. Payment went through immediately. I received order confirmation immediately. I realized the shipping address was incorrect. I attempted to correct shipping address immediately. Zumba does not allow customers to edit orders whatsoever. On 11/25/2024 I contacted Zumba customer care first thing I. The morning. I spoke with *** ****** and her manager *******. Both confirm they were unable to correct my order. Despite my begging and explanations. They refused to assist. They refused to correct or cancel my order. They both mentioned there are hundreds of complaints of the same nature and there was nothing they could do.Business Response
Date: 12/13/2024
Hello, we have review this case and see that the order is "Awaiting Customer Pickup" at CVS STORE # *****, **************************************************************************************
The customer can pick up the order or call and have them return to sender. If the customer choose the second option then we will refund the order within 30 days of receiving the return.Customer Answer
Date: 12/18/2024
Complaint: 22616006
I am rejecting this response because:The merchant did absolutely nothing to be proactive or supportive to resolve the issue. Even tough the order has t even processed or shipped yet. They still refuse to help. I went to the *** pick up location at *** on December 07. My package was not there. I called *** they stated the package was delivered to the old address regardless of all my attempts to intercept it at a pick up location. I even paid extra fees to *** to ******* my package to a pick up location. All the efforts not to lose my money were unsuccessful. Zumba did nothing just wash their hands and hide behind the if the package gets returned you may get your money back. Businesses like Zumba shouldnt be allowed to abuse consumers like this
Sincerely,
***** ****Business Response
Date: 01/13/2025
Hello,
The requested refund was processed on January 10, 2025 and an email was sent to the customer on this same day as well informing them.
Customer Answer
Date: 01/13/2025
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,
***** ****Initial Complaint
Date:11/27/2024
Type: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 tried to CLOSE my account in August. They keep BILLING me!! They owe me for September, October AND November. I had to wait on phone for an hour and they said they will close it and they have NOT. they are thieves. I am a widow now and they took my bill money. Do I need to sue?Business Response
Date: 12/17/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on 11/29/2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
Date:11/18/2024
Type: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.
Wow, so this company has an A rating with all of the complaints where they refuse to cancel memberships? I joined and immediately cancelled when I received a welcome letter stating that the 47 monthly fee was ongoing and not just while using the online certification program. They just send emails back in circles asking me to call then sending me back to email. I have sent around 10 emails. I received invalid instructions to cancel. Please step in as they are stealing money from people every month. Fitness instructors do not do this for money. We do this for passion. I want my membership cancelled as soon as possible. Do not lie and say you have offered a refund because you have not, Zumba.Business Response
Date: 11/19/2024
Hello,
We have reviewed this case and can confirm that the members account has been cancelled as of 11/18/2024. There is no refund due as services were rendered.
Customer Answer
Date: 11/21/2024
Complaint: 22574030
I am rejecting this response because: I cancelled minutes after paying when new information was presented regarding monthly payments. Services were not rendered. *** would you blantantly lie? I do not authorize Zumba to keep any of my money. I do not authorized Zumba to future ongoing monthly payments either. I have disputed the charge with my credit card company since you continue to act in a fraudulent matter, and I do hope someone will put an end to this disgraceful behavior.
Sincerely,
******* *******Business Response
Date: 11/21/2024
Hello, when the member signed up for the on-demand course the membership is free for the first month so the member was never charged the monthly fee they mentioned. They were only charged for the training.
Once you sign up for our on-demand training you immediately gain access to the full training and our Pre-Zin membership tools and benefits. Therefore services were rendered.
Also, when you sign up for the on-demand training course there is a note that clearly states "On Demand option includes a 1 Month ZIN Membership Tools Trial (renews automatically at $43.94/month unless cancelled)". I have attached a screenshot of this. This ensures that all soon to be instructors are aware of the upcoming monthly membership fee.
With that said as the member has disputed the charge with their financial intuition and a chargeback has been processed. So the refund will be processed by them.
Initial Complaint
Date:11/18/2024
Type: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 the apps 7 day trial on 10/1/2024 | then canceled it on 10/2/2024 I don't know why l was charged $99 on 10/7/2024 my bank processed the charge back for this and then Zumba told them that it was not a fraudulent charge! The bank took the money back. I have been going back-and-forth with them for the last month and a half and I cannot get a person. They keep telling me that I did not cancel it properly when I have screenshots emails and everything else. This is very fraudulent and it has been happening to more than one person! My bank *** had me go back in to process things and look for dates. Zumba said I was still using the app it is not a nine dollar issue. It is $99.00 This is going to be taken higher because this is atrocious. I did not sign up for anything or register, so its really hard to get a person.Business Response
Date: 12/19/2024
It appears there were two separate subscriptions created by ********.
1) ************************** Subscription: Linked to email ************************** This subscription began on 09/27/2024, and the 7-day trial ended on 10/04/2024. As this subscription was not canceled before the trial period ended, the annual fee of $99.99 was processed on 10/07/2024.
2) Apple App Store Subscription: Linked to email ************************************ This subscription began on 10/01/2024. This subscription was canceled during its trial period and no charges were incurred.
While the ***** subscription was successfully canceled, the ************************** subscription remained active until the trial period ended. The charge was processed per our terms of service, which state that subscriptions must be canceled before the trial ends to avoid being charged.Please let us know if we can assist any further.
Customer Answer
Date: 12/20/2024
Complaint: 22572030
I am rejecting this response because: I didnt use their service for more than one day and they know it not really sure how 2 emails got on there either and they know it and I know it and instead of rectifying the situation they are taking peoples money and running with it. I love the fact that there are hundreds of complaints about the same exact thing and they are getting away with it every single time. Its apparent I did not sign up twice and if for some reason it did, I obviously was not using it. Literally $100.
Sincerely,
******** ********Business Response
Date: 01/07/2025
As the member signed up for the subscription with the email ************************** agreed to the terms and conditions, and did not cancel before the free trial ended, there is no refund due.
Customer Answer
Date: 01/08/2025
Complaint: 22572030
I am rejecting this response because: They know exactly what theyre doing and nobody explains anything- Zumba takes everyones money and runs. Ill be jumping on that class action lawsuit now! No more chances to give me my money back! This is literally happening because this company is running a scheme. We just have to scroll through and look its not a secret!
Sincerely,
******** ********Business Response
Date: 01/10/2025
Hello, our terms and conditions are/were available to the members when they sign up for the program. The members also have to agree to them before they sign up. As mentioned previously, there is no refund due as we have followed the agreed upon terms.Customer Answer
Date: 01/10/2025
Complaint: 22572030
I am rejecting this response because: Yet again all these are public knowledge and my complaints are valid just like the hundreds of others. We can let the people know. To protect themselves from the blatant theft thats happening. You were not 100% available and no one I was ever able to speak with spoke of two never assisted just ignored. Again Buyer Beware this has been escalated.
Sincerely,
******** ********Initial Complaint
Date:11/15/2024
Type: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.
Changes made to my personal account charging more than normal. Refuse to give refund. ****** ***** states that refund will be given in 3-5 business days which was also told to me over 30 days ago.Business Response
Date: 12/17/2024
Hello,
We spoke with the member on November 28th and this matter is now resolved.
Initial Complaint
Date:11/12/2024
Type: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 have been paying monthly for a membership I do not use. My card was recently charged $43.94 on October 23, 2024. I called to cancel my Zin membership on 11/12/2024, and they said that I have to pay this month's membership fee in order to cancel my account. I explained that I cannot afford to pay this fee, furthermore, the next billing cycle isn't until 11/23/2024. I repeatedly explained to them that I cannot afford it, but they kept saying that I can wait until the next billing cycle to cancel in which I would still have to pay $43.94. The other option was to pay $9 to put my account on hold. They failed to understand that whether it's now or at the end of this month that I will not be able to afford it. I just want to stop paying them and get out of the contract. My bank has already blocked them from charging me. I have not used this service since I started the membership nor do I plan to use it in the future. Asking me to pay to cancel was not clear when I signed up and it is not posted anywhere on their website. The website makes you go through the process of cancellation and at the end they tell you to call to cancel. At this point, I just want to cancel my membership.Business Response
Date: 11/14/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on 11/14/2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
Date:11/07/2024
Type: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 signed on for the Zumba virtual app through a ***** app download. The virtual app subscription indicated that it's free and nowhere in my initial sign on did it mention anything about a $99 yearly membership fee, and I also did not authorize the charge.I emailed ******************************* to deactivate the account and to refund the unauthorized $99 membership fee. ******* from zumba app replied that I am welcome to cancel the account and will not be refunded per the company no refund policy.The virtual app is misleading, deceptive and intentional to confuse the consumer and charge authorized membership fees; then claim a no refund policy. The continued to email with ******* requesting a refund and finally asked for the company agent for service of process for intended small claims court filing. ******* responded that I am to communicate with her and did not provide the info I requested. After seeing how many complaints the BBB has received and if I do not get a refund, I will ensure a class action is filed against the company.Customer Answer
Date: 11/08/2024
Please correct the sentence on the original complaint from:
The virtual app is misleading, deceptive and intentional to confuse the consumer and charge authorized membership fees; then claim a no refund policy.
to:
The virtual app is misleading, deceptive and intentional to confuse the consumer and charge unauthorized membership fees; then claim a no refund policy.
Thank you,
********
Business Response
Date: 01/16/2025
Hello, The refund for this was processed November 19th 2024.
Please let me know if you have any additional questions.
Customer Answer
Date: 01/21/2025
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,
******** *****-******
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