ComplaintsforObe Fitness

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started a free trial with this company and tried to cancel the subscription before the trial ended. Although the app indicates it has a "manage subscription" tab, but when you open it nothings comes up about managing your subscription. It in fact goes back to the home page and asks you to open the app.....which I was in. when I went online, they gave me directions how to "manage subscription". That did not work. I looked in my apple subscriptions......I must have dealt directly with the company, because nothing shows up in my apple subscription. I then enlisted the help of two friends to help me with this. We found an article that indicated subscriptions could only be cancelled via phone. We tried to find a phone number. We found 3, none of which worked. I have sent two emails....no response yet. They have also charged me the amount for a years subscription before the trial is even over. I have included a picture of the charge, I have included a picture of the app indicting my trial is not over and I have included the email that I sent the company.

  Business response

  06/13/2024

  Thank you for notifying us of ************************* ************************* complaint. We have gathered the relevant information to support our response, which is as follows:
  In response to ******************** BBB complaint, and in our dedication to resolving this matter to the member's satisfaction, we issued a refund for her annual membership fee, which was processed on June 13, 2024. This refund was extended to **************** on June 13th, and we  have communicated this to her.
  Despite ******************** mention of attempting to cancel via email, we thoroughly checked our database, and unfortunately, there is no record of an email from her requesting to cancel her membership.
  Our customer service team operates during regular business hours (M-F, 930am-4pm EST), and we strive to make the membership cancellation process hassle-free. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform, both accessible to all members 24 hours a day. These channels are designed for our members to reach out to us with any inquiries, requests for assistance, or feedback.
  We genuinely appreciate the feedback provided, and we value our customers. Our commitment is to deliver exceptional service, and we will continue to improve based on the feedback we receive. Thank you once again for allowing us to address this complaint.
  
  

  Customer response

  06/15/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am went online to try to cancel my monthly subscription and in trying to do so I was charged for a full year subscription, as it seems you are not able to cancel online anymore , I then called OBE immediately and my subscription has been cancelled but I was charged $160.71 USD for an annual subscription the day I cancelled that I never signed up for. This all happned on the same day March 18th. I followed up with an email to ensure I recieve a refund but I have had no reply and I'm not able to reach them on the phone. The Amount is $160.71 USd which is $$228.90 CAD Thank you for looking into this matter. Regards, *************************

  Business response

  04/15/2024

  Thank you for notifying us of ************************* ************************** complaint. We have gathered the relevant information to support our response, which is as follows:
  In response to ******************* BBB complaint, and in our dedication to resolving this matter to the member's satisfaction, we issued a refund for her annual membership fee,which was processed on April 15,2024. This refund was extended to ****************** on April 15,2024, and we communicated this to her.
  Despite ********************** mention of attempting to cancel via email, we thoroughly checked our database, and unfortunately, there is no record of an email from her requesting to cancel her membership.
  Our customer service team operates during regular business hours (M-F, 930am-4pm EST), and we strive to make the membership cancellation process hassle-free. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform, both accessible to all members.These channels are designed for our members to reach out to us with any inquiries, requests for assistance, or feedback.
  We genuinely appreciate the feedback provided, and we value our customers. Our commitment is to deliver exceptional service, and we will continue to improve based on the feedback we receive. Thank you once again for allowing us to address this complaint.

  Customer response

  04/19/2024

  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 and the matter has been resolved.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I find myself in a frustrating predicament while attempting to cancel my Obe Fitness subscription. To compound matters, this month I was unexpectedly charged $199 for an annual subscription. Adding to the challenge, customer service operates only on weekdays from 9:30 am to 4 pm.Despite their guidance to call for cancellations, my persistent attempts have yielded no success. The phone calls go unanswered, or I encounter messages stating that the call cannot be completed. Considering Obe Fitness is an online fitness program, it seems logical to have an online option to freeze or cancel subscriptions.My frustration lingers as I continue to search for a resolution to cancel my subscription and secure a refund. In my pursuit of a solution, I've also submitted an email formally requesting the cancellation of my subscription.

  Business response

  01/25/2024

  Thank you for notifying us of *************************** ************************ complaint. We have gathered the relevant information to support our response, which is as follows:
  
  In response to **************** BBB complaint, and in our dedication to resolving this matter to the member's satisfaction, we issued a refund for her annual membership fee, which was processed on January 17, 2023. This refund was extended to ************** on January 18th, and we communicated this to her.Despite ****************** mention of attempting to cancel via email, we thoroughly checked our database, and unfortunately, there is no record of an email from her requesting to cancel her membership.
  
  Our customer service team operates during regular business hours (M-F, 930am-4pm EST), and we strive to make the membership cancellation process hassle-free. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform, both accessible to all members. These channels are designed for our members to reach out to us with any inquiries, requests for assistance, or feedback.

  We genuinely appreciate the feedback provided, and we value our customers. Our commitment is to deliver exceptional service, and we will continue to improve based on the feedback we receive. Thank you once again for allowing us to address this complaint.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card number was used to make two fraudulent transactions with OBE Fitness, both for $169. One was refused, but the second went through. When contacted by my credit card issuer regarding the fraud, OBE claimed I made the charges.

  Business response

  12/19/2023

  We would like to address the BBB complaint filed by ***************************** ***************************** regarding the cancellation of her membership and fraudulent use of her payment information.

  ************** contacted our Customer Support team via email on November 30, 2023, requesting the cancellation of any membership associated with her payment information *****************************. Upon receiving ****************** request, we initiated an immediate investigation. After cross-referencing our platform's database, our investigation revealed that her card had been used fraudulently by an unknown hacker. Subsequently, we took swift action to cancel her membership and collaborated with her financial institution to facilitate a refund.

  It is important to note that on November 30, 2023, when ************** initially reached out, she had already disputed the charge as fraudulent with her financial institution. This external dispute process prevented us from issuing a refund through our standard processor. Despite this challenge, ****************** financial institution extended the refund to her and we communicated this resolution to her on December 19, 2023.

  To streamline the membership cancellation process, we offer multiple communication channels, including an email address ******************************** and a contact form on our platform. These avenues are designed to cater to our members' inquiries, requests for assistance, and feedback.We sincerely appreciate the feedback provided by **************, and we value her as a customer. Our commitment remains unwavering in delivering exceptional service, and we are dedicated to continual improvement based on the feedback we receive. We thank you for providing us with the opportunity to address this complaint.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I initially created an account with ******************** for a week trial. I decided that I did not want to continue with this fitness app due to a variety of reasons and quickly found out that you must CALL a number specifically to cancel free trials. The hours are very limited, and if you work clinic hours like I do, its nearly impossible to call. I reached out instead online. On 9/20/23 I was emailed confirmation that my membership was cancelled and I was not charged/ would not be charged in the future. However, I was still charged not once but again (10/19/23) for a membership. Obe Fitness makes it very hard for customers to cancel memberships, and this seems slightly predatory and irresponsible to me. Its odd to not have a streamlined way to alter your membership online since this app is an online platform. Im very upset with my experience and I expect a full refund.

  Customer response

  11/01/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was given a free trial through a subscription box, and after a few days I knew I would not use the service enough to continue. There is no way to cancel online or through e-mail, and you have to call during regular business hours. I called on 9/14 and after being on hold for 20 minutes, customer service ended the call due to all agents helping other customers. Today, 9/22, I called again. This time, I got the message that all agents were helping other customers right away, and the call was promptly ended. I want to cancel before my trial ends, but the company is making it a frustrating and nearly impossible process.

  Customer response

  09/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am unable to cancel my account online. *** does not respond to phone calls and I am now seeking a chargeback from my bank.

  Business response

  07/14/2023

  Thank you for reaching out and for notifying us of this complaint. We have gathered the relevant information to support our response, which is as follows:
  
  Based on our platform's database, we have confirmed and verified that ***************************** ********************* successfully canceled her subscription after her June 9 billing date by contacting our ************** on Thursday, June 22nd at 9:39 am EST. Upon canceling ******************** account at that time, an automatic email confirming the cancellation was sent to the email address on file *********************.
  
  In an effort to resolve this matter to the members satisfaction, we extended a refund to **************** on July 12th for her monthly membership fee processed on June 9, 2023.
  
  We genuinely appreciate the feedback provided, and we value our customers. Our commitment is to deliver exceptional service, and we will continue to improve based on the feedback we receive. Thank you once again for allowing us to address this complaint.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Obe Fitness removed the option to cancel your subscription online, you have to call between M-F to their customer service number. You cant even email to cancel. This is absurd and the business is making it so difficult for customers to cancel.

  Business response

  06/16/2023

  Thank you for reaching out and notifying us of this complaint. We have gathered the relevant information to support our response, which is as follows:
  
  We have confirmed and verified through our platforms database that ***** ***************** *********************** successfully canceled her subscription online on Wednesday, June 14th at 9:08pm EST. When ************ canceled her account online on Tuesday, June 14th at 9:08pm EST, an automatic email confirming the cancelation was sent to the email address on file ***********************. Our team reached out to ************ on June 15th to learn and understand more about her complaint, but we have not heard back.
  
  ************ had access to canceling her account at any time on our platform. Additionally, our customer service team operates during regular business hours, and we strive to ensure that canceling their membership is a hassle-free process. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform that are accessible to all members. Our members can use these channels to reach out to us with any inquiries, requests for assistance, or feedback.
  
  Thank you for allowing us to address this complaint. We value our customers and are committed to providing exceptional service, and we appreciate the feedback submitted.

  Customer response

  06/16/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Friend recommended me to try then since they offered 30 free days. I was charged prior to the "free 30 day" marketing they had. However, I decided to try them out. In February or April of 2022, I remembered I still had a plan with them, so I cancelled it as I never used it. In May 2022 I got an email stating that my account was "past due". I ignored it thinking it was a marketing thing they sent out to get people to come back. November 2022, I noticed it was pulling out of my bank account still since I had cancelled it back in February or April of 2022. I emailed them again, since they don't have a contact number listed. I spoke with "********" who claimed I had a past due balance with them. I told her I had cancelled my plan months ago and how could I have a past due balance when they were pulling money from my account??? Plus, the program is a "month to month" fee, every other program I have ever been in, if they can't pull their money, they don't allow you to utilize their services. I had told her to cancel my plan. I got no response from her and I just assumed my plan was cancelled since when I went to log into my account it stated I didn't have an active plan. Fastforward to this last week, I was scrolling my bank statement, which I don't do very often and I noticed I was STILL paying for OBE Fitness!! This is going on ***** months! I went to log into my account which still states today that I don't have an "active" account with them!

  Business response

  06/20/2023

  Thank you for reaching out and bringing this complaint to our attention. We have gathered the relevant information to support our response, which is as follows:
  
  Based on an investigation using our platform's database, we have confirmed and verified that ***************************** **************************** successfully canceled her subscription on November 3, 2022, at 10:11 am EST.
  
  Additionally, upon receiving ************************ complaint, our team conducted an investigation and discovered that ******************** unintentionally signed up for a duplicate membership with a typo in her email address ***************************** To rectify this, we have promptly canceled the duplicate membership on June 20, 2023, and issued ******************** a full refund for all charges incurred from May 2022 to May 2023. The refund has been processed to the card on file. On June 20th, we also reached out to ******************** personally to inform her about the full refund for the membership charges associated with the duplicate account.
  
  Thank you for allowing us to address this complaint. We value our customers and are committed to providing exceptional service, and we appreciate the feedback submitted. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for the 7 day free trial period through their website. My trial period is over tomorrow, 5/30/2023. I have tried calling the provided phone number and emailing the company. I have not been able to reach anyone. This company needs to be shut down based off of ALL of the complainants. You cant refuse to cancel peoples subscriptions when theyre trying ALL ways to cancel. This has to be against the law!

  Business response

  06/02/2023

  Thank you for reaching out and notifying us of this complaint. We have gathered the relevant information to support our response, which is as follows:
  
  ********************* ************************ signed up for a 7-day trial of our annual subscription on May 23, 2023. At **************** request, our team canceled her account prior to the end of the trial period. The member was not charged.
  
  Our customer service team operates during regular business hours (M-F, 930am-4pm EST), however, was closed in observance of Memorial Day on Monday, May 29th, when ************ reached out.  The member emailed on Monday, May 29th at 1:19pm EST requesting to cancel their trial. Our team responded on Tuesday, May 30th at 9:59am EST confirming that her trial period was canceled and she would not be charged.
  
  We strive to ensure that canceling their membership is a hassle-free process. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform that are accessible to all members. Our members can use these channels to reach out to us with any inquiries, requests for assistance, or feedback.
  
  Thank you for allowing us to address this complaint. We value our customers and are committed to providing exceptional service, and we appreciate the feedback submitted.

*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. ↩