ComplaintsforTransform You Fitness LLC

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/8/24, I purchased a one-year subscription for their fitness app, with a yearly auto-renewal. I was supposed to receive unlimited access to all the fitness videos. About a month into the subscription, every time I would go on the app, there was a lock screen on all the videos, with it asking me to subscribe to view any of the videos. I tried logging out and back in, deleting and reinstalling the app and that didn't work. On 3/30, I reached out to Link, the company who took the payment for Transformyou, who gave me a phone number (which did not work) and their website (which has an email address that is inaccurate). I found the correct email address which I sent emails to and have gotten no response. Not only would I like a refund, but I want to ensure that there will be no further charges to my card.

  Business response

  04/18/2024

  Customer satisfaction and clear communication are top priorities for us at Transform You Fitness.
  
  The customer sent an initial email on 3/27/2024 at 6:05pm Our support team responded promptly to the email on Wednesday, 3/27/2024, at 6:08 pm.(please see included documentation) The message read as follows
  

  Hi *************;

  I hope this message finds you well and enjoying your fitness journey with Transform You Fitness.
  
  We're excited to announce that we are in the process of launching a brand-new version of our fitness app! This upgrade will bring exciting new features and enhancements to improve your overall experience and help you reach your fitness goals more effectively.
  
  As we work diligently on this upgrade, we want to inform you that the current version of our app will be temporarily unavailable for the next 7-10 days. 
  
  However, we want to assure you that during this time, you can still access all your purchases and content through our upgraded website at *************************************************
  
  A password has been sent to the email address above. You may also use the reset password option at  *************************************************
  
  We understand that this temporary unavailability may be inconvenient, and we sincerely appreciate your patience and understanding as we strive to bring you an even better fitness experience.
  
  Rest assured, once the upgrade is complete, you'll have access to a more streamlined and feature-rich app to support you on your fitness journey.
  
  Thank you for being a valued member of Transform You Fitness. If you have any questions or concerns during this transition period, please don't hesitate to reach out to us.
  
  We're committed to your success and can't wait for you to experience the new and improved Transform You Fitness app!
  
  Best regards,
  
  Team Transform You Fitness 

  We assumed the message was received as the customers  most recent login was recorded on April 3, 2024, at 12:26 pm.(Please see included documentation)

  
  Regarding the  inquiry about a refund, we would like to clarify that, as per our policy, due to the digital nature of our products, we have a No Refund Policy.

   

  However, we are more than happy to assist the customer further if she requires any additional assistance with accessing her workout programs or have any other concerns.
  
  Thank you for being a valued member of Transform You Fitness. We look forward to continuing to support you on your fitness journey.
  
  Best regards,
  
  Team Transform You Fitness

  Customer response

  04/22/2024

   
  Complaint: 21590830
  
  I am rejecting this response for several reasons. I did not receive any email from the business. I even checked spam and nothing was received. When I logged in on April 3rd, I was trying everything in a desperate attempt to view the videos, and also to make sure that I would not be charged further. Even when I log in, it says I don't have any subscriptions. Also, if the business sent an email on 3/27 alleging that would be unavailable for 7-10 days, why am I still having the same issue (see attached screenshot)? That's the same issue both from the app on my phone, as well as the downloaded one to my Roku device. After receiving the response, I tried logging in with the new website information provided by the business. When I tried it on my laptop, the website is not secure. I was finally able to view content from the website on my phone, however, I cannot exercise from a phone. The reason I even purchased the app was because I could actually download it to my tv and really see and enjoy my workouts. I have purchased programs from this business before and was really enjoying the results I was seeing and wanted to continue on my fitness journey. This whole experience has been very disheartening and extremely disappointing. All I ask at this point is to not charge my card anymore. I would unsubscribe myself, which is what I tried to do, but apparently, I'm not subscribed in the first place, although I have provided proof of purchase. I know this "subscription" is supposed to be auto-renew. Please do not charge my card anymore.
  
  Sincerely,
  
  *******************************

  Business response

  04/23/2024

  
  Thank you once again for choosing Transform You Fitness! We appreciate your support. Attached, please find the confirmation of your unenrollment, ensuring no further charges. Rest assured, you'll continue to have access to your programs until 2/8/2025.
  
  Should you require any further assistance with accessing your programs or if you have any additional questions, please don't hesitate to reach out to our customer success team at ***********************************
  
  Warm regards,
  
  Transform You Fitness

  Customer response

  04/25/2024

   
  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

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for a free 14 day trial with Transform You Fitness on 1/27/2024 that was to renew on 2/10/2024 monthly. On 2/9/2024,I tried to manage my subscription using the app to switch my subscription from the monthly to the annual subscription, however you must do so from the web browser. I went to ************************************** and tried logging in using my username and password and I kept receiving the error, Your username or password was incorrect. I have requested a password reset 6 times between 2/9/2024 and 2/13/2024 and have yet to receive an email to reset my password. I have also checked my spam inbox to make sure it did not go there and nothing. Since I never received a response via email, I posted my concern on Transform You Fitness ************** page on 2/14/2024 solely for the purpose of my message being seen since an admin has to review a post before it is approved. An admin did respond on the same day that I posted on the ************** via ******** messenger stating that the team did respond to me on Monday February 12, 2024. I did not get this email and I also checked my spam and it wasnt in there. So you send me an email for a coupon code that is only valid for 24hrs, you still havent address my issue of me not being able to log in to manage my subscription or to ACCESS MY WORKOUTS THAT IVE ALREADY BEEN CHARGED FOR, and you refuse to refund me for the days that I haven't been able to log in to access my workouts! The admin stated that the team would resend me the email so I responded back to the admin asking when was the email resent or going to be resent so that I could look out for it and she read my message but did not respond back. I've been a paying customer with this company since ***************************** as a customer.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a package from this company and never received any information regarding my log in how to log in or anything waited about a week to contact them sent an email and never received a response but I receive promotional emails every day now since purchasing. I even sent them an message on IG. NOTHING! They are a rip off!

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 13th 2022,I visited the website via ********* since then they have deducted over ***** from my account and are attempting to take more... I want my money back... I did not sign up for any services because I did not complete the process... They have taken the info I put in and are subtracting money from my account through comrr. com I WANT MY MONEY BACK

*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. ↩