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:04/20/2025

  Type:Order 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.

  On March 1, 2025, I clicked on a link about at "FREE" weight-loss program. I signed up for the zoom meeting. During the meeting on March 3, 2025, I was told, "It's free but we require a $200 refundable deposit." I participated and paid the deposit thinking that I would truly get support to lose the weight. However, I was made to sign up for 2 additional zoom appointments in which they tried to get thousands of dollars out of me to "release" the weight vs "lose" the weight. The second zoom was pushing supplements for the journey. All in all, I didn't find this program lived up to their original claim to provide support at no cost. I asked for my money back due to misrepresentation of the program and I was told no. I simply want my $200 back.

• Initial Complaint

  Date:04/02/2025

  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 responded to an advertisement claiming that Gravity Transformation 6 week program was free. However after responding to advertisement was advised that it required a $200 security deposit that would be refunded upon completion. Nothing was said that if I was unable to complete program due to illness or injury, the security deposit would be forfeited. The business practices of this business are deceptive.

• Initial Complaint

  Date:03/22/2025

  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 originally did a call 3 weeks ago to participate in a free challenge, when you do the call with Gravity the challenge is actually ****** but is refundable if you hit the goals they set forth. I agreed to this challenge and was called the next day to upgrade me to a personal trainer, meal plan, and exercise plan(the guy indicated I would not get those without upgrading to 7 month plan). All documents have to be signed with the sales guy on the phone so you are not permitted to read anything. The first week no contact other than email, the second week I met my coach( a lovely woman located in *********) who resides in another hemisphere. Either she gets up in the middle of the night to talk to me or I get up in the middle of the night. I had my second call with her early this morning and she let me know that she knew nothing about the initial challenge I paid for and now being 3 weeks into the challenge it isnt possible to hit the goal they set forth. This is entirely bait and switch and the fact they pressure you to sign everything immediately is ridiculous. I am not looking for a refund but Ive lost absolutely no weight in 3 weeks and my personal coach isnt even working towards the goal of the challenge and didnt even know I was signed up to participate in it. I want my contract to end, this company is completely unethical. A notice to their consumers should definitely be posted.

  Business Response

  Date: 04/01/2025

  Hi *********, 

  Thank you for reaching out to us regarding your concern.

  At Gravity, we genuinely care about the success of every client, and it's never our intention to make anyone feel unsupported.
  As soon as we received your feedback, we reached out to you via email and offered to reassign you to a different coach who is located closer to your time zone to better accommodate your schedule and ensure better support throughout the program. Were absolutely happy to make that change and are committed to helping you reach your goals. Please reach out to our support team at ******************************************** and we will take care of you.
  
  

• Initial Complaint

  Date:03/22/2025

  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 signed up for ** and was suppose to receive a call from my coach to get me started on my 6 week shred. What I got instead was a sales call to sign me up for the fitness transformation for more money. After 40 min, he finally made the pitch, I declined, he stated he was going to transfer me to my coach, and the line got disconnected. I have not been contacted again by anyone to schedule me with my coach and I am very disappointed to not have been talking to my coach from the beginning.

  Business Response

  Date: 03/31/2025

  Hi *******, 

  Thank you for reaching out and sharing your experience with us. We're really sorry for any confusion or frustration during your onboarding process. Our goal is to make sure you feel fully supported as you start your journey with us.
  After looking into this, we see that your coach sent you an email on March 22, 2025, with all the details to get started. It also looks like you've already connected with your coach and submitted your weigh-in. Were glad to see that.
  Weve tried reaching out to you several times through calls and messages but have not received any response. We understand that you may have been busy and not able to accommodate them.
   Were truly happy to see that youre moving forward, and were here for you every step of the way.
  If there's anything else we can do to help or if you have any concerns, please dont hesitate to reach out. Were always happy to assist.
  

• Initial Complaint

  Date:03/20/2025

  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 signed up for the 6-week for $200 bet on losing a certain percentage of body fat within 6 weeks. A few weeks into it- I had to have a surgery and I could not continue with the program. I told my trainer **** and he said he would cancel it and try to get my $200 back. Since then- they have been charging me $69 weekly. Now that I have a different credit card and didnt update it with them- they hired an agency to collect the money from me. I Never wanted to move forward with the program and now they are ***** g with my credit. Ive tried to call them and e-mailed them with no one ever getting back to me.

  Business Response

  Date: 04/01/2025

  Hi ********, 

  We're truly sorry to hear about your experience and hope you're recovering well from your surgery.

  Wed like to clarify that while our coaches are here to support clients with their fitness journey, any changes to billing or cancellations must be processed through our support team, as outlined in the agreement signed. We appreciate you bringing this to our attention and are happy to help. Please don't hesitate to reach out to us at ********************************************************************************. 

  We look forward to hearing from you.

• Initial Complaint

  Date:03/17/2025

  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.

  Gravity Transformation Challenge was advertised as a free challenge; signed up March 1, 2025 with a $200 deposit they claimed refundable. Discovered the refund is only possible when meeting certain criteria, not shared in the interview, found only in the app (which I did not have access to the first 4 days because of their tech error). When app access arrived, I discovered there was a 5 day deadline to meet certain ‘potential refund’ procedures. Was granted an extension to get an entry set-up. But could not obtain the required digital scale & thus would not be able to provide an accurate weigh in. Made 3 separate scale purchases & none of them worked properly. Reached out to Gravity with receipts asking for a deposit refund. March 8, they replied with another email still vying for participation. March 9, I emailed again asking again for a refund, stating I was unable to meet the criteria with the scale. From March 9 on, there was no further correspondence regarding the issue of my not being able to get the required scale & request for refund. Initial correspondence was between ****************************** & someone called ***** *** at ‘***************************** Once the ‘support’ dropped me, I received numerous emails from ***** *** about the challenge I was unable to participate in, with no reference to my request for refund. I have checked my credit card statement & have not been refunded. *In addition, there is a specific amount of weight required to lose during the challenge that is not within sustainable or healthy guidelines - 20 pounds over 6 weeks. Since I did not have that much to lose, I was given the option to lose 10% (that ‘might’ also be considered) for the challenge. This would have amounted to 2.4 pounds per week for me, which is higher than is recommended for sustainable & healthy weight loss.* I would like my money refunded asap. Thank you for your help with this.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 free six week program. I received a call from a sales ***resentative. The *** talked about the reasons why the 6 week program is not the program I needed, it is was the 7 month program. They gave me all the reasons why this was the better choice and would not give me the chance to think about it. This ***resentative was very pushy. I was in a very vulnerable state at the time and let him talk me into it I asked to have the program refunded after 1 week, as I was forced to go to a rehabilitation center for drug and alcohol addiction as well as a mental disorder. They would not refund under any circumstances. They did freeze the program though. When I finished the 6 week rehab program. I asked to have reactivation as they were not refunding my money anyway. I tried to figure out the program, but with my mental disabilities I could not figure out so many aspects of the App. I asked again for a refund stating I would have my Doctor and Physciatrist send them letters regarding my mental disabilities as I could not follow the App properly and It was causing me so much frustration which then caused meltdowns. They just brushed me off.I paid $2800 US.( also I am in ****** so it came to $3500 )For this 7 month program They have my money and are not willing to do anything.

  Business Response

  Date: 03/10/2025

  Hi ******, 

  Thank you for reaching back out to us. Our goal is always to provide structure, accountability, and support to help our clients succeed, and we regret that you felt otherwise.

  We want to clarify that when you informed us about your rehabilitation, we immediately paused your program on November 4, 2025 to support you during that time. Upon your request, we also reinstated your access when you were ready to resume on December 31, 2024. We also offered to extend the freeze to your program further if needed, with a doctors note, to ensure flexibility in your situation.

  Regarding the app and coaching, we understand that each persons needs and preferences vary. While many clients find our structured approach helpful, we acknowledge that improvements can always be made, and we appreciate your feedback.

  
  If there is anything further we can do to support you, please feel free to reach out to us directly. We sincerely wish you the best in your health and wellness journey!

  
  Gravity Support Team

  Customer Answer

  Date: 03/10/2025

  
  Complaint: 23032456
  
  I am rejecting this response because: This is what this company continues to say they froze my account they froze my account because I asked for a refund after using the account for 5 days. I accepted that because they offered me no other choice. I either froze it or plain and simply paid for nothing. I was not throwing away $3000.00 US, (again I am Canadian.) I went to a treatment centre for 5 weeks and when I returned I tried the program for 1 day and could not make heads or tails of how to use it properly. As I explained to them over and over and over, with my ADHD and other mental illnesses, I can not follow this program. They do not care. They have my money. That is all that matters to this company. I am proposing that the company can deduct the portion of the money that I may have used for the 6 days, as they have offered no solutions for me like offer ways to help me with the program, offer me a new coach that would be better suited to help understand the program. Nothing at all except freeze it again. THAT IS NOT THE SOLUTION HERE!, how is that going to help me with the program? They are just hoping my 7 months runs out and if they just keep telling me to freeze the program until that time then they dont have to do anything. I want my money back!

  
  
  Regards,
  
  ****** ****

  Business Response

  Date: 03/13/2025

  Hi ******, 

  Thank you for your response.

  We understand that unexpected situations can arise, and we always aim to work with our clients to ensure they get the best possible experience from our program. Our program is structured for long-term success, and while we understand that personal challenges can arise, we cannot override the contractual terms. 

  If you're struggling to navigate the program, we'd be happy to explore solutions to help make it work for you. Your coach can also make adjustments to better fit your needs. The option to freeze your program was offered as a flexible solution so you wouldnt lose access completely, allowing you to continue when you're ready. 

  While your contract allows for a 30-day freeze, given your situation, we have been willing to extend it further as a courtesy if you could provide a note from your doctor confirming that youre unable to participate in physical training at this time.

  Please feel free to reach out to our support team if you need further assistance.
  

  
  

  Customer Answer

  Date: 03/14/2025

  
  Complaint: 23032456
  
  I am rejecting this response because: This is not in addressing my issues. First freezing does not help with my inability to navigate the app. In the contract it states personalized service. This company did not offer in anyway personalized treatment for me in regards to helping me use the app. I was on my own play with the app was the personalized treatment. Also when I inquired on how to use the photo portion to log my own macros and meals as the meals they offered are far to restricted ( not personalized) my question again was answered with play with the app I was promised many things with this upgraded $3000 plan that were not delivered. The company keeps responding with. They froze my account for two months. Thats all good and well, but when I tried to use the app when I did get out of treatment, it was unusable and they said freeze it again. Not once was I offered help with the app meals or anything that I had troubles with, they did not deliver their promises. Therefore I want my money returned. 
  
  
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:02/08/2025

  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.

  The date of the transaction is 2/6/2025. Gravity Transformation offered a free six week challenge advertised on Facebook. I signed up to get an appointment through zoom for an orientation to see what the challenge was about. I had a zoom meeting with coach Kyle on Thursday 2/5/2025 at 2:00 along with other possible participants. In the meeting Coach Kyle said the only thing they expect in return is that the participants post a weekly picture on social media showing the progress. Then he sends a link for us to be able to sign up for the challenge but in the link it asks for credit card information, not letting us be aware that a $200 deposit was going to be taken. When I spoke to another person yesterday 2/7/2025 she went through the whole process of the challenge and that’s when I found out that $200 was taken. I told her I didn’t want to participate in the challenge if there was a $200 deposit. She said I could think about it and if I decided I didn’t want to do the challenge I could get my deposit back. She said she would get back to me today 2/8/2025 to see if I was going to do the challenge. I reached out to her and said I don’t want to do the challenge and I would like my deposit back. She said I have to email the support team. I emailed the support team and they said I could not get my deposit back unless I complete the challenge and show that I lost 10% of my body fat.

• Initial Complaint

  Date:01/12/2025

  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 Paid US$200 for a course and trainer and they said a trainer would contact me and no-oe has contacted me and I don't have a course ad I can't see how to contact anyone on the website

  Business Response

  Date: 01/21/2025

  Hi ****, 

  
  Thank you for reaching out to us. 
  We have reached out to you via email as well to address your concern. 

  
  As per checking, you have already connected with your coach last January 12, 2025 and has been exchanging emails with him. Please let me know if there is anything else we can help you with or if you have any further concerns that you want addressed. Wed be more than happy to help.
  

  
  

• Initial Complaint

  Date:12/14/2024

  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.

  I started the program November 29 and I was told that it was a $200 deposit to hold me accountable for the six week challenge. On December 1, I talked to someone and they told me that they had a 30 week program that would be $99 A week I signed up for that program and I did the program for the first week. I unfortunately had a family emergency and I emailed my coach and told him that I could not continue with the program and that since I barely finished the first week I would like a refund. I didnt hear anything back. I emailed multiple times. No one got back to me. They just kept sending me the runaround and then they kept saying oh well call you will call you or what we will send you an email never addressing my issue and concern about getting my $299 back then on Tuesday, December 10, I received an email saying that my payment for $99 on December 7 was declined mind you I had been telling them that I could not afford this because of my family emergency and that I needed to be taken out of the program and that I needed my $299 back They still tried to take the money out of my account. It didnt work. I got paid yesterday, Friday, December 13 and as of this morning December 14, they have taken another $99 out of my account so now I keep reaching out to people about how to stop them from taking my money out of my account for a program. I no longer want to be a part of. I dont have access to first off because they deactivated my account on the ********************** app so I havent had access to this Training account since December 6, so I havent even been a part of the program. I havent been working the program. I havent talked to a coach or anything since then and theyre still taking money from me so I dont know what needs to happen but I want my money refunded Its almost $400 that needs to be refunded back to my account because I did not authorize this and I want to report it as fraud, but Im trying to do it the right way and just go through the company

  Business Response

  Date: 01/10/2025

  Hi *******, 

  
  Thank you for reaching out to us. 

  Were so sorry to hear about your experience. We appreciate your patience and understanding as we worked to resolve your concern. 

  We understand the urgency of your concern and want to assure you that weve already processed your refund request. Additionally, our support team reached out to you on December 16 to help resolve this matter. If theres anything further you need or if youd like to discuss this in more detail, please dont hesitate to contact us directly. 

  Your experience is important to us, and we are committed to making things right. 

  Thank you for bringing this to our attention, and we appreciate the opportunity to address your concerns.

  
  

  Customer Answer

  Date: 01/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ********