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:09/19/2023

  Type:Customer Service 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 my membership but they refuse to do so.

  

  Business Response

  Date: 09/20/2023

  Hello,

   

  We have reviewed this case and see that we spoke to the member on September 19th. In that conversation we explained that we will cancel the account but in order to cancel the account she will need to pay her past due balance of $39.94. The member refused. So the account was not cancelled. 

  Once we receive payment for the past due balance we will cancel this account. The member can do this by logging in to her account and updating the payment method (and letting us know the balance is paid) or by calling us and making the payment over the phone. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20627598
  
  I am rejecting this response because: I tried to cancel my membership last year and they said do a suspension of my membership. I said I do not want to be a member and reiterated this to the person. I received a default on an August bill. I called on the 9/18 and was on hold for 30 min. I left a message and asked them to call me back regarding canceling. They didnt. I called on 9/19 was on hold for 30 min spoke to someone and they transferred me to the right department. I waited another 2o min and explained the situation and he argued with me. I said I canceled last year but the person insisted to just suspend the membership. He then put me on hold again for over 30 min only to be hung up on. I called back only to be put on hold. For over an hour and 15 min I was on hold and only spoke to 2 people briefly. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/21/2023

  Hello,

  The member states that they are rejecting that they owe the balance because they called to cancel last year. We can confirm that we spoke with the member on May 20th 2022. In that conversation we informed the member that their payment declined and that payment was due for the membership. The member then said she would like to cancel. After speaking with the member the member agreed to opt in to our Hold program for 6 month (this is what the member is referring to when she says we told her to "do a suspension..". We then sent an email confirm that she agreed to Hold program (attached here). You will notice in the attached email it says "For your convenience, your account will automatically be reactivated on November 1, 2022.". So to be clear the member did not cancel their account last year as opting in to our Hold program is not cancelling the account. 

  The next contact we have from the member about cancelation was this month (September 2023). As mentioned in our previous response the member now has a declined payment from August. In order to cancel the account this payment must be made.

  Please let us know if we can assist any further. 

  Customer Answer

  Date: 09/22/2023

  Hello

  There is a pending charge for this account on the new credit card. We want to be sure they now cancel the account. This company gives a lot of people a hard time when trying to cancel their membership. *** g with that, I never wanted my account on hold, I wanted it cancel last year. They are shady and change what they say to suit them. Somehow they were able to hit our new card without us giving it to them. 
  Thank you, I will reach back out if they keep charging me going forward. 
  ******************************;

  Customer Answer

  Date: 09/22/2023

  Hello

  There is a pending charge for this account on the new credit card. We want to be sure they now cancel the account. This company gives a lot of people a hard time when trying to cancel their membership. *** g with that, I never wanted my account on hold, I wanted it cancel last year. They are shady and change what they say to suit them. Somehow they were able to hit our new card without us giving it to them. 
  Thank you, I will reach back out if they keep charging me going forward. 
  ******************************;

  Customer Answer

  Date: 09/22/2023

  Hello

  There is a pending charge for this account on the new credit card. We want to be sure they now cancel the account. This company gives a lot of people a hard time when trying to cancel their membership. *** g with that, I never wanted my account on hold, I wanted it cancel last year. They are shady and change what they say to suit them. Somehow they were able to hit our new card without us giving it to them. 
  Thank you, I will reach back out if they keep charging me going forward. 
  ******************************;

• Initial Complaint

  Date:09/18/2023

  Type:Billing 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 have been trying to cancel my account with ZIN for a couple weeks and have been left on hold for hours with no response. I got through this morning at last and was told I could not cancel my account (In good standing) until I pay on 9/21. I requested to have this reviewed as I was calling prior to the due date and was paid in full until then. I was told they would not cancel my account until I paid them the $43.50 which is not okay! They then hung up on me and I have again been stuck on hold since.This is not okay!

  

  Business Response

  Date: 09/19/2023

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Sep 18 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  Date:09/14/2023

  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 taught Zumba classes for the last 2.5 years, and now I need to cancel my membership to teach due to pregnancy. The website tells members to call a number to cancel, and that this is the only way to cancel. I have called this number at least 20 times since APRIL, and NO one will answer the phone. Because I did not want to be charged anymore my monthly payment of $43.94. I changed my credit card information on the website, but I have still been charged each month since I tried to cancel in April, and it is now September. I ask that the payment for the months in which I have NOT been teaching Zumba (April, May, June, July and August) that I have been trying to cancel be returned to me.

  

  Business Response

  Date: 09/29/2023

  Hello,
  
  We apologize for the delay in response. We have reviewed this case and can confirm that the members account was cancelled on Sep 20 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20605279
  
  I am rejecting this response because: I also asked for a refund for the months I was trying to call and cancel my membership but no one replied to me. I did not teach or use Zumba at all during these months. These months were April * August 2023, and I was charged $43.94 each month. Therefore, I would like a refund of $219.70.

   

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

  

  Business Response

  Date: 10/03/2023

  Hello,

  We do not have any record (phone or email) of the member reaching out to cancel before September 20th. Therefore the members refund request has been denied. 

• Initial Complaint

  Date:09/05/2023

  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.

  I would like to cancel my *** membership and there is no simple way to do it online. I have called several times and apparently due to the call volume, I still haven't been able to speak with anyone. Upon researching this issue, it seems the only way to get the *** membership cancelled at this time is to file a complaint here on BBB. It is ridiculous that they make it so difficult to cancel the membership. It seems almost shifty or disingenuous. Even on their website it states that they have high call volumes which cause delayed responses so they should create another option to cancel the membership because if you are waiting for a response and get charged yet another month, that is not fair to the customer. Over the phone, on the automated message, they give the option to email them but even that is supposedly backed up according to the website and also it is clearly stated that the membership can only be cancelled over the phone.I would like for the Zumba company to cancel my *** membership today. Thank you.

  

  Business Response

  Date: 09/14/2023

  Hello,
  
  We apologize for the delay in response. We have reviewed this case and can confirm that the members account was cancelled on Sep 14 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer Answer

  Date: 09/14/2023

   
  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.

  I was able to finally get in touch with someone over the phone today and they wanted to charge me another month but I stated that is unfair as it has been difficult to reach someone to cancel the membership. They said in that case, it will need to be escalated and handled via email. I subsequently received an email confirming the cancellation as well as not charging me another month as discussed. I was satisfied with the result.

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

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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 company will not remove my card, and I refuse to be charged $43 per month and need this to be cancelled ASAP! They will not answer the phone, and I have been left on hold for hours and hours, just for them to hang up on my face. I am currently facing a severely debilitating medical illness that has rendered me incapable of utilizing the Zumba ZIN license that I hold, and I need to cancel. I simply do not ask for a refund, just cancel and remove my card, remove my ZIN subscription, and delete my account. Per their policy, the only way to cancel is by speaking with a representative on the phone, and I have called many times and after being placed on hold for hours I can't get a representative on the phone. I just want to cancel and not continue receiving monthly charges please. All I ask.

  

  Business Response

  Date: 08/29/2023

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Aug 28 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  Date:08/23/2023

  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've been attempting to cancel my ZIN membership since January 2023. I've made several phone calls, left VMs and emailed, but the hold times make it impossible to speak with anyone or cancel. This is a horrible business practice! I've held much respect for Zumba over the years; however, this is disheartening.

  

  Business Response

  Date: 08/29/2023

  Hello,

   

  We are unable to locate an account for this customer using the provide name and email address. Can we please have the exact name and email address used when registering for the training and membership?

   

• Initial Complaint

  Date:08/17/2023

  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 August 7, 2023 I purchased Zumba 6WTP that comes with a 14-Day Money Back Guarantee as advertised. (The 14-day money back guarantee period begins on the date you purchase the Zumba 6 Week Transformation Program ("Program"). To receive a refund you must call our ************************ (**********************************************) within 14 calendar days of the date you purchased the Program). I did not like the program and since earlier today, August 17, 2023, I have been trying to speak to someone at the customer service to cancel it and have a refund; however, this task has been proven to be impossible as I've been placed on hold, indefinetely. Considering that I do not have the time to be calling multiple times a day nor staying on hold forever and that the 14-day timeframe will be up soon, I'm hoping BBB can help me find a resolution to this issue promptly. Thank you.

  

  Business Response

  Date: 09/13/2023

  Hello,
  
  We apologize for the delay in response. We have reviewed this case and can confirm that we have processed a refund for the program on Sep 1 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair 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 contacted the company three times to cancel my membership by phone once on 8/15/23 and today 8/17/23 and another time months ago I dont have the date. I left a voice mail also on 8/15/23. I was on hold with no answer I left a voicemail. I want to cancel my membership immediately. Thank you

  

  Business Response

  Date: 09/06/2023

  Hello,
  
  We apologize for the delay in response. We have reviewed this case and can confirm that the members account was cancelled on Aug 18 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer Answer

  Date: 09/06/2023

   
  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:08/17/2023

  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 have tried to contact ZIN multiple times over the last couple of months to cancel my membership. I have called twice and sat on hold for an extremely long period of time. I filled out a contact request on their website, and also left them a voicemail. I have received no contact back from them. They are making it impossible for me to cancel my account and they charging me monthly for a subscription I no longer need.

  

  Business Response

  Date: 09/01/2023

  Hello,
  
  We apologize for the delay in response. We have reviewed this case and can confirm that the members account was cancelled on Aug 18 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  Date:08/11/2023

  Type:Order 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 have been calling Zumba to cancel my Zin membership since May. Every time I call I'm just put on hold for more than an hour. I've left several messages and nobody calls you back. They say the only way to cancel my membership is via phone but they DO NOT answer the phone. It's most definitely a scam. I've been a member since 2016, I don't teach anymore and haven't since COVID. I've been paying fees ($43.50 monthly) for more than 3+ years without using the services. I just want it cancelled. This is ridiculous. My name is ***************************** and my ID# is *******

  

  Business Response

  Date: 08/29/2023

  Hello,
  
  We apologize for the delay in response. We have reviewed this case and can confirm that the members account was cancelled on Aug 16 2023. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist.