ComplaintsforObe Fitness

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Obe fitness tried to charge me $199 for my yearly subscription but the card on file was closed. I told them just to cancel my account instead, they cancelled the account on Dec 14. Then 4 days later they tell me I have an outstanding **** of $199. The person who cancelled the account did not let me know that this was the case when she went ahead to cancel, and leaves me to have to reactivate my account and recancel (as well as pay $199 that I was clear I did not want to pay). I understand that they have a subscription and cancellation policy, but when I asked to cancel my account the first time it would have been helpful information to know that I had an outstanding balance anyway - god forbid they would have gone through collections and it would have cost me more money via credit score going down. I asked the business to call me multiple times and no one has reached out -I've only gotten generic email responses. I have heard of this happening to other folks who have reviewed the app on the app store but I hadn't seen them until now.

  Business response

  01/12/2022

  Thanks for reaching out. The information we have to support this claim is as follows.

  The member joined our platform on December 3, 2020. Her first annual payment was processed on December 10, 2020. At the time that she joined our platform, she agreed to our subscription terms and terms of service in order to continue. This meant that she acknowledged our cancellation policy as well as that memberships auto-renew until canceled. These terms of service also reside on our website at all times. By creating an account and subscribing to our terms of services including our cancellation policy, that all fees are in your local currency based on residence (USD or CDN), auto-renew monthly, quarterly, or annually depending on membership after a trial until canceled, and are non-refundable. All memberships must be canceled prior to the next billing date to avoid accruing a past-due balance. Attached is also the email where we outlined the membership charge renews until cancellation.

  There was no call from her to our offices prior to any of her billing dates to cancel the membership. The account was canceled when we first heard from her, after the billing date. No call was made to our call center to cancel or an email sent to us prior to her billing date to cancel and the way to cancel a membership is always found under "manage subscription" and in our FAQ page.

  If the member is interested, we can issue a one-time exception and refund the recent membership charge and cancel the account immediately after the refund is processed.

   

   

• Initial Complaint

  12/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I would like to cancel my free trial before the **** date of December 20th. There is no way to do this online and I cant get through on the phone line provided. This is really inconvenient. Please do NOT charge me for a membership!

  Business response

  12/16/2021

  Thanks for reaching out with this claim. Our cancellation policy is shared in our Terms of Service at all times, and under "manage subscription". There was no call or email to us from this member to cancel their membership. Upon receiving this claim, we handled canceling the members account at the time of this notice. A separate confirmation email was sent to this member.

  Customer response

  12/17/2021

  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

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never used the program. I was not sent an email warning of renewal. It just automatically went through. There is no one that answers the phone. This has set me back ****** and when I tried to cancel a year ago it wouldn't allow me to.

  Business response

  12/16/2021

  Thanks for reaching out and reporting this claim. The information we have that supports this account is as follows. 
  
  
  The member joined our platform on December 5, 2020. At the time that she joined our platform, she agreed to our subscription terms and terms of service in order to continue. This meant that she acknowledged our cancellation policy as well as that memberships auto-renew until canceled. These terms of service also reside on our website at all times. By creating an account and subscribing to our terms of services including our cancellation policy, that all fees are in your local currency based on residence (USD or CDN), auto-renew monthly, quarterly, or annually depending on membership after a trial until canceled, and are non-refundable. 
  
  
  There was no call or email from her to our offices prior to any of her billing dates to cancel the membership. The account was canceled when we first heard from her. No call was made to our call center to cancel and the way to cancel a membership is always found under "manage subscription" and in our FAQ page. As a one-time exception, we have issued her a refund on December 14, 2021 of the most recent charge only. The refund will take **** business days to process.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Obe Fitness only allows cancellation of a membership by phone *************); however no one answers this phone and the caller receives a "we're sorry" message and told to hang up. I am trying to cancel my subscription and have also messaged Obe on their chat line. I do not wish to be charged an additional fee when I am following all directions and attempting to cancel prior to the next billing cycle. (which is November 24, 2021).

  Business response

  11/22/2021

  Thanks for reaching out with this complaint! Members *** cancel their membership by contacting our *********** and sending us an email, at ******************************* Representatives are available during business hours. Our call center *** experience times of higher call volume. 

  Looking at your account details, I see your account is already set to cancel and will not be renewed after November 25th indicating that your cancellation request has already been processed.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my subscription to Ob Fitness for several weeks with zero success. The only way to cancel is to call the number provided on their website but the line is not connected to a router or live person. The message says the Im sorry your call cannot be completed at this time. after which the line is disconnected.

  Business response

  12/03/2021

  Thanks for reaching out and reporting this claim. The information we have that supports this account is as follows. 
  
  Our call center is open during business hours. There may be times that members experience a longer wait time as our representatives are experiencing higher call volume than normal. Our email address and contact form is always available to members to contact us should they have any questions, require assistance with their account, or wish to provide feedback. Our records indicate that this member canceled their active membership on November 12, 2021. We are notified of this complaint for the first time on December 3, 2021.

  At this time there is nothing else that needs to be done as the membership is canceled.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed to cancel my subscription and they only allow you to cancel it by phone. I’ve called numerous times and I am unable to reach anyone to cancel my subscription. There is no email address or anything else for me to reach anyone. There is only one phone number and each time i call it says “sorry we are unable to connect you” it should not be this hard to cancel a subscription!!!

  Customer response

  11/08/2021

  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

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Obe Fitness makes it impossible to cancel your account. The only way to cancel your subscription is by phone and they never answer their phone.

  Business response

  10/28/2021

  Thanks for reaching out and reporting this claim. The information we have that supports this account is as follows. 
  
  
  We outline our terms of service, including out cancellation policy at the time that she joined our platform, she agreed to our subscription terms and terms of service in order to continue. This meant that she acknowledged our cancellation policy as well as that memberships auto-renew until canceled. These terms of service also reside on our website at all times. By creating an account and subscribing to our terms of services including our cancellation policy, that all fees are in your local currency based on residence (USD or CDN), auto-renew monthly, quarterly, or annually depending on membership after a trial until canceled, and are non-refundable. 
  
  
  Upon receiving this complaint we have assisted this member in canceling their membership. We receive no earlier call or email requesting their account be closed. Our call center remains open during business hours with representatives available to assist members as needed.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no option to cancel the subscription plan online. The only option is via phone during the week days during work hours. I believe this is a predatory tactic to make it more difficult to cancel so that the company keeps getting money from people as they do not have the time to cancel. I would like to request a refund for the last 4 months

  Business response

  10/27/2021

  Thanks for reaching out and reporting this claim. The information we have that supports this account is as follows. 
  
  
  The member joined our platform on January 6, 2021. The member joined using a promotion. The partner she received the promotion from outlines on their website that the ob membership will auto-renew until canceled. Our terms of service are always shared on our website and members agree to our subscription terms to move forward with an account.
  
  
  At the time that she joined our platform, she agreed to our subscription terms and terms of service in order to continue. This meant that she acknowledged our cancellation policy as well as that memberships auto-renew until canceled. These terms of service also reside on our website at all times. By creating an account and subscribing to our terms of services including our cancellation policy, that all fees are in your local currency based on residence (USD or CDN), auto-renew monthly, quarterly, or annually depending on membership after a trial until canceled, and are non-refundable. 
  
  
  There was no call from her to our offices prior to any of her billing dates, or even an email to cancel the membership. The account was canceled when we first heard from her. As a one-time exception, we have issued her a refund of the most recent charge for October only. The refund will take **** business days to process.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made the following purchase Status: Active Plan: Standard Yearly Membership Sign Up Date: Oct 21, 2020 Next Billing Date: Oct 28, 2021 Next Billing Amount: $199.00 I went online to cancel my membership before they bill me. This is what I get-- Cancel Subscription Once you terminate your account, you will continue to have access through the end of your billing period. You will not be refunded a prorated amount. We hate to see you go! Please call ###-###-#### Monday – Friday between the hours of 9:30am – 4pm EST to cancel your account. I HAVE BEEN CALLING THIS NUMBER FOR OVER TWO WEEKS AND NO ONE WILL ANSWER AT ANY TIME OF DAY!!! I WANT MY SUBSCRIPTION CANCELLED NOW AND THERE IS NO WAY FOR ME TO DO IT!!! PLEASE HELP ME BEFORE THEY CHARGE ME AGAIN ON OCTOBER 28TH!! ALL I WANT IS TO BE ABLE TO CANCEL MY ACCOUNT/MEMBERSHIP AND THERE IS NO WAY TO DO IT!!! PLEASE HELP ME! tHANK YOU! ****** *****

  Business response

  10/28/2021

  Thanks for reaching out and reporting this claim. Our system shows that the membership was canceled ahead of the billing date of October 28, 2021. The membership is not set to renew and this member will not endure any charges unless they elect to rejoin in the future. We do apologize for the timeliness it took to cancel their membership. Our Call Center remains open during business hours.

  
  

  Customer response

  10/28/2021

  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,
  
  ****** *****
  
  
  
   
  
  

*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. ↩