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:04/25/2024

  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 purchased an annual membership through the App on my Ipad in 2023. Suddenly, around the end of February, I received a notification that my membership was due for renewal. Not thinking anything of it, (it had been about a year,) I agreed to pay the renewal fee, but noticed it was a lot higher. I had been given a healthcare worker's discount of $120 per year, initially. I contacted the company via e-mail and received a quick response. They asked me to provide my discount code, which I did, and I was told I would be billed the $120 annual fee in April. Days later, a charge for $160 came through *****. When I reached back out to Pvolve multiple times, there was no response. Now I'm noticing on the Pvolve app that my membership is due to renew at the end of April for $119 after I've already paid them $160. I canceled my membership and wrote to them again. A "*****" responded back via e-mail. I explained the above situation to her. She says she does not have access to Apple billing due to Apple privacy but that she's happy to renew my membership at no extra charge. I told her I wanted my $40 back because I was overcharged. She again says she does not have access to Apple billing. Make this make sense. Apple is charging me money for Pvolve. Are they not paying Pvolve my $160? How does Pvolve then not "have access" to the money I paid to Apple for THEIR streaming service? Even if Apple charges extra to Pvolve for whatever business arrangement THEY have, that should not impact ME, the customer, when I've already been given a discounted rate of $119.***** said I should have gone through Pvolve directly for my renewal. Well how the heck was I supposed to know that? I merely followed the prompts in THEIR app, and this was how I was charged. Someone owes me $160, and sadly, I'm going to have to sell all of my Pvolve equipment and find a better, more customer friendly fitness plan.

  Business Response

  Date: 04/25/2024

  Hello and thank you for reaching out. Would be happy to provide more context and suggest a resolution:
  
  Customer purchased a subscription directly through the Apple Store for $149.99 + Taxes (perhaps under a different email address associated with her AppleID account). This credit card transaction was processed by Apple. Pvolve does not have the ability to update, cancel, edit or refund this charge as Apple is the transaction processor. Apple transactions are also NOT eligible for any special pricing or promotions (since Apple is the transaction processor and our coupons cannot be applied on the Apple store)
  
  In parallel, customer has a subscription directly with ********************** under ***************** that she had set to cancel and will be expiring on 4/26/2024. This now expiring subscription was set to be renewed at a special discounted rate (20% off) of $119.99 on 04/26/24, but again this was set to be cancelled by the customer.

  The culprit seems to be that the customer was mistakenly under the impression that the subscription bought via the Apple Store was the same or related to the subscription that she has directly with Pvolve. Unfortunately, that is not the case and they are different (likely under different email addresses)
  
  We've offered to honor her annual (12 month access) under ***************** to our platform without charging the $119.99 due to renew on 4/26 since customer suggests that she also paid Apple for 12 months of access. However, we cannot update, cancel, edit or refund the customers charge of $149.99 + tax through the Apple store. 
  
  Customer has expressed that she will be requesting Apple for a refund, so we hope that this note can help her case to obtain a refund from Apple directly.

  Let us know if you have additional questions

• Initial Complaint

  Date:02/15/2024

  Type:Delivery 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.

  Accidentally ordered a P.volve bundle on the morning of February 10 and could not find anything on the website to cancel the order immediately. I search the customer service number and was informed that I needed to email customer service. I found a statement on the website that said that you need to email before the product was shipped in order to cancel your order. I emailed twice requesting to cancel my order within minutes of it being placed. The money was pre authorized out of my account. I contacted my bank and they told me the money was not scheduled to withdraw until February 12. I received an email stating a customer service response would be emailed within 24 hours. Never received a response within 24 hours. On February 11 the money was withdrawn from my account and I received an email the order shipped. When I checked the tracking number it said a label was created but did not show the order shipped. On February 12 I called pvolve customer service and left a message to cancel the order and explained that the website was saying that the order did not ship. I received and email response that they were sorry that the order could not be canceled because it was already shipped. I responded by stating when I reached out and the the order did not ship yet. I received a response that the could not cancel my order. Order number ******

  Business Response

  Date: 02/15/2024

  Hello - This customer placed an order on Saturday 2/10 and sent a cancellation request on the same day when operations and customer service are closed (as stated here **************************************************************************************************************)As stated in our FAQs, we don't guarantee cancellation requests. 
  

  *******************************************************************************************************
  
  Her package with tracking ****************** was delivered as expected on 2/14/2024. If she no longer wants to equipment she's been given the option to use our self-service returns portal (************************************************************************************************) for a full refund once she sends the equipment back. 
  
  

• Initial Complaint

  Date:02/14/2024

  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 have had a P.Volve membership since January 2021. On December 20, 2023, I received an email about renewing my yearly membership to P.Volve for $179.99. The email indicated that the renewal price stated in the email may not reflect discounts and to check the account portal to confirm the renewal price. I checked my account portal and it stated that my membership plan was active and that my plan updates on January 19, 2024 at "$50.00 billed annually." I was ecstatic to see the lower amount and believed I had gotten a discount, likely due to completing a P. Volve challenge in the last year. On January 19, 2024, I saw that I was billed for $179.99 and contacted P.Volve customer service. I was told that the actually price for the year was $149.99 and so I was refunded $30.00. I provided them with the screenshot of the $50.00 annual price that was showing in my account, but they absolutely refused to honor it. When I asked why they wouldn't honor the $50.00 price, they said they didn't offer memberships lower than $149.99. I was given the option of cancelling my account entirely or extending my membership for three months. I am not satisfied with those options and the cancellation is no longer available as it has been past seven days. I even provided the company with evidence that in 2021, I was provided with a promo code accidentally that offered half price memberships for my 2022 renewal and it was honored. At that time, P. Volve had the decency to stand by its mistake. "It appears that you received an offer for members who have canceled their subscriptions in error...Considering our error here, I've applied promo code...to your membership, which will renew on 01/19/22 at $89.99 for 12 months." I wish P.Volve would act similarly now. Lastly, if this $50 amount is some tech error, it still has not been addressed. Twenty-six days later, my account still states that my annual membership price is $50.00 and that the next payment is due January 25, 2025.

  Business Response

  Date: 02/20/2024

  Hello - Happy to clarify, customer was given multiple options including a full refund. The customer declined. We would still honor the cancellation request even if it's out of policy (past the 7 day refund window) if it's still required and if it's not going to conflict with the BBB processing of the dispute.  

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The options offered to me were 1) to cancel or 2) extend my membership by an additional three months. Neither of those options are the equivalent of paying $50.00 for 12 months. 

  I did not affirmatively decline either option, but continued to advocate that they honor the $50.00. 

  I believes it speaks volumes that a company would rather lose a customer (which is what the company's response proposes) that was happy with the service for three years (and would thus continue to give the company money in the future) than just admitting to making an error and honoring it. 

  My communications with the company are attached. Additionally, I have attached a screenshot from today February 22, 2024 which shows the $50.00 price is still showing on my membership portal. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/15/2024

  Thanks for your patience. In order to honor the requested rate, our team had to develop and test a specific solution

  Good news is that we've been able to refund the customer so her effective annual rate for this current year is $50. Please note that her membership is set to renew on Jan 2025 at $149.99/ year and NOT at $50 or $89.99. If she wishes not to renew prior to her renewal date, she will have to cancel her membership in her profile prior to the renewal date of Jan 19, 2025
  
  This new rate is now clearly reflected in her membership page to avoid any additional confusion. 

  Customer Answer

  Date: 03/18/2024

  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. After eight weeks, the company finally refunded the $99.99 I was erroneously charged. If I continue to use the service in 2025, I will pay the amount noted in my membership portal. The entire issue was caused by an error on this company's part and while I am disappointed they fought so me so hard on this issue, I am happy it is now resolved.  

  Thank you for your assistance.  
   
  
   
  

  
  

• Initial Complaint

  Date:11/10/2023

  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.

  CANCELLED my membership in october - took several tries. finally got a screen that i no longer had a subscription. was charged today - went back the the site it showed no membership then the system refreshed and showed it was active. I cancelled it again - it showed no membership. logged out and back in and it had been reactivated. reached out multiple times - cannot get a response

  Business Response

  Date: 11/13/2023

  We have reached out directly to ***** and refunded the last month's charge. Customer was satisfied with resolution
  
  Transcript:

  ****** ****** ****** ***** ** ***** * ****** *** ******** **** *** * ******* **** *** ****** ********** *****  * ****** ** ********* *** *** ************ ********** *** ********** * ********* ** *** ****** **** **** ******* *** **** ******** *** *** **** ** ******** ********  * ********** *** ***** **** ********* ** ****** **** ************ ****** *** *** ** ******* *** **** *** ******** ** *** ******* ** ********* ** **** ******** *** ****** ****** **** ***** ****** ******** ** **** ****** ** *** ******** ******* ***** ****** ***** *** **** *********** ***** *** ** *** *** ** *** **** *** **** **** ** ******* *********** ** *** *******  ** *** **** *** ****** *** *** **** *** ** **** ********* ******* * **** ** *** **** *********** ** ***** *** * ************* *** ************ **** *** ** *** ********* **** *** **** ****** * ************ **** ** ***** **** ******* ***** **** *** ********* *** **** ***** *** **** ** ** **** *** *** **** ** *** **** ***      ****** ******** ****** ********** ******   **** ********* ** *** ** *** ******** **** ** *** * ************* *** ******* **** * ******* ******************* ****** ***** *** **** **** **** ** ****** *** **** ***** ** **** **************** ****** ** ** ** *** ******* ****** ****** ****** ***** ****** ***** ** ***** **** ** ** ***** ** ******* ************* *** **** ** *********** * **** **** ***** *** *** ** **** ****** ********* ** **** ****** *** *** *** ******* *** ******* **** *****

  Customer Answer

  Date: 11/13/2023

  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

  Date:10/30/2023

  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 cancelled my *************** login for the site no longer works. However, I was just charged another months fee. Theres no subscription listed under digital subscriptions. I am requesting a refund & final cancellation.

  Business Response

  Date: 10/30/2023

  We don't have sufficient customer information (email, order number, etc). We believe the relevant customer is ********************* and NOT the name provided in the BBB complaint. She reached out requesting to cancel her membership on 10/30. We've cancelled her membership and communicated that back to customer. See our response below and screenshot attached: 
  
  ***
  Hi ****,
   
  Thanks for reaching out to Pvolve! I'm happy to help.
   
  We are sad to see you go, but I have proceeded with the cancellation here. I can confirm your membership has been canceled and will not renew.
   
  I have refunded you $14.99 for the payment that was billed on 10/30/23 back to your original method of payment. Please allow **** days for this refund to post back to your account from **********************.
   
  If you do not see the refund in the expected time frame, I suggest reaching out to your bank to confirm.
   
  If you have any other questions or concerns from here, please don't hesitate to reply to this email!
  ***

• Initial Complaint

  Date:01/17/2023

  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 purchased a discounted year from Pvolve in January 2022. In January 2023 with no communication from them the entire year they renewed the membership which I am certain I cancelled because I never used the membership. I was not clearly informed at the time of purchase that I was purchasing a auto renewal program and that in a year I would be charged over double with no communication from the company allowing me to make the decision.

  Customer Answer

  Date: 01/19/2023

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