Complaints

This profile includes complaints for Aaptiv, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Aaptiv, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aaptiv, Inc.

  285 Fulton St New York, NY 10007-0089

• 

  Aaptiv, Inc.

  1 World Trade Ctr Ste 49A New York, NY 10007-0138

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:04/10/2025

  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 am filing a complaint against Aaptiv regarding unauthorized subscription charges. I deleted the Aaptiv app from my phone in 2021 and assumed the subscription had been canceled, especially since I stopped receiving any emails or payment confirmations from the company.However, I recently discovered that I have been charged annually for the subscriptioneven after:I deleted the app from my phone in early 2021;I received no email communications, renewal notices, or receipts from Aaptiv after Q1 2021;I changed my credit card, and the charges continued despite this change.Only when I noticed a charge in 2025 and disputed it did Aaptiv issue a refund for the current year. I am now requesting a full refund for the years 2022, 2023, and 2024 as well, given that:I had no access to or awareness of the ongoing subscription;There was no email communication indicating I was still being charged;Aaptiv failed to follow standard billing transparency and notification practices.Thank you for your attention to this matter.

  Business Response

  Date: 04/11/2025

  Hi ******,

   

  I am sorry for the negative experience you have had with Aaptiv. A member of our team will be reaching out to you directly to resolve this issue.

   

  Sorry again!

• Initial Complaint

  Date:01/31/2025

  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 an annual membership through Aaptiv via ******** in December 2024.I have used this app in the past and enjoyed their classes, but there customer support team is virtually none existent. When I tried logging into the app via ******** on Dec 30 2024, and I got an error message that reads "Something went wrong. Please contact support if you continue to have issues."So, I contacted support. I explained it is tied to my ******** and there isn't any option to reset my password or add an email through their app or website.They finally responded January 7 2025 and said "this is a current known issue that are developers are working with ******** to resolve"They asked me to reset my password, which I explained to them there is no password/email associated as I signed up via ******** and provided images to support this. I gave them an email and asked them to add it to my profile.The agent said my email was added and that I should get an email. I followed up and shared I never received an email.I followed up 3 more times and asked to be refunded. Then, I just followed up a 4th time and said I will have to file a complaint with the BBB.Note: They have not emailed me or acknowledged any of my 4 additional *************, in summary I have no access to what I have paid for and customer service doesn't answer. If this is a known issue that the ******** doesn't work this is essentially fraud and they are taking advantage of their customers.

  Customer Answer

  Date: 02/01/2025

  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:01/29/2025

  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 one-year plan and was given an activation code. I verified on their site that it was a valid code and created a login, whereupon they said the code did not work. I contacted support, who said their codes are not in that format and I gave them a false code. I pointed out that they are the ones who provided the code. 29 days later, they said they had found that I needed a new code because there was a prior error and said I would receive it 2 days later. 9 days after that, they claimed that they have no record of my having a problem with the code, that the code works, and I dont have any problems signing up. The core still doesnt work. I demand a working code or my money back. They have a record of my complaint, since I copied and pasted all of our correspondence for their benefit into the latest email.

  Business Response

  Date: 01/30/2025

  Hi *******,

   

  I sincerely apologize for the negative experience you've had with Aaptiv. A member of our team will be reaching out to you directly to resolve this issue.

   

  Sorry again!

  Customer Answer

  Date: 01/31/2025

  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:

  I have been contacted many times over one month and 12 days and have been told multiple times that Aaptiv found what they did wrong, but then said that there was no problem and had no responsibility.  They owe me the valid code that was promised weeks ago and not further lies.  The person who corresponded with me spontaneously promoted himself for one email to insult me.  I am owed what I paid for.

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

  Business Response

  Date: 02/06/2025

  Hi *******,

  I sincerely apologize for the negative experience you've had. We will do everything we can to make it right! One of our operations specialists, ******, will be reaching out to you directly. We will work with you to either get the promotional code you were provided working or provide you with a complimentary code that will grant you the one year of Aaptiv you have purchased.

  Again, my sincerest apologies!

  Customer Answer

  Date: 02/07/2025

  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:12/26/2024

  Type:Billing 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 have been using Aaptiv for several months now with few issues. When Ive reached out to support they have been very helpful in the PAST. Currently,I am trying to get my account sorted out because club Pilates and Solidcore (the main places I enjoy going every month) have both told me I no longer have a membership with Aaptiv. I am still being charged my Aaptiv and I am an active member. Ive reached out twice. The first time they deleted all history of my complaint on the site, but the emails exist and they did not help me at all. Second time, they said they received my request and would reach out. Never did, but sent me a request to rate my service that I never received. I am so sad that this company has become a scam since Im being charged a higher rate, theyre removing lifetime, and will not give me the credits for the services included in my account elite package. Ignoring me is so rude and unprofessional. At this point I dont know what to do, so I may have to dispute the payment since Im charged for 2 months without any credit given for services Ive been using with no issue. Documents have already been sent to the company under first ticket number stated below.Account#********** Ticket number(s): #****** and #******

  Business Response

  Date: 12/30/2024

  Hi ********

  I sincerely apologize for the negative experience you've had with Aaptiv. A member of our team will be reaching out to you directly to help you resolve your concern.

  Sorry again!

• Initial Complaint

  Date:12/11/2024

  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.

  Im writing to file a complaint about Aaptivs failure to deliver the services *** paid for and their lack of responsiveness in addressing the issue.On November 8, 2024, I was charged $164.98 for my elite-tier membership. However, partway through the billing period, my gym memberships were canceled without explanation, leaving me unable to access the services I paid for. On December 8, 2024, I was charged againthis time $234.98even though my gym memberships remained canceled and I still had no access to the services.Ive made multiple attempts to resolve this issue with Aaptiv. Ive called their support number more than 10 times, but every call went straight to voicemail. I left two voicemails explaining my issue and requesting help but never received a callback. I sent three emails to their support team and received just one response over a week ago, stating they were looking into it. I havent heard anything since, despite my follow-ups. As a last resort, I commented on their LinkedIn page to get their attention, but this also went unanswered.Ive now been charged a total of $399.96 for services I havent been able to use. Beyond the financial loss, the lack of communication and accountability from Aaptiv has been extremely frustrating and disappointing. As a long-time subscriber, I expected better from a company that prides itself on serving its ************ like to request a full refund of the charges totaling $399.96. Additionally, Id appreciate an explanation for why my memberships were canceled and why my repeated requests for help went ignored. Finally, Id like reassurance that Aaptiv will address their customer service issues to prevent others from facing the same situation.I can provide copies of my billing statements, emails, and other records showing my attempts to contact Aaptiv. Please let me know if you need additional information to help resolve this matter.

  Business Response

  Date: 12/11/2024

  Hi *******,

  I sincerely apologize for the negative experience you've had with Aaptiv's gym network and our customer service. This certainly isn't the type of service we aim to offer. A member of our team will be reaching out to you directly to help remedy this issue.

  Sorry again!

  Customer Answer

  Date: 12/31/2024

  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:

  Hi BBB team,
  
  I'm writing to notify you that my complaint has NOT been resolved by Aaptiv. They said they were going to have their support team reach out to me, which never happened. They never explained the situation or resolved it.
  
  Thanks.
  
  --
  *******

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

  Business Response

  Date: 01/02/2025

  Hi *******,

  It looks like a refund was processed for your request, but no one reached out to you directly. My sincere apologies for that. I have followed up with the team internally, and confirmed that someone will be reaching out to you ASAP to resolve any remaining issues.

  Sorry again and happy new year!

• Initial Complaint

  Date:11/21/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Aaptiv regarding issues I have experienced with their membership service. My Member Code is #**********.Despite being a paying member, I have encountered significant challenges accessing the gyms listed in their network, including a location in ********, **, which is advertised as a participating gym.Additionally, I upgraded to their Elite plan for Lifetime access, but I was never able to utilize the service due to these access problems. These issues have persisted, rendering my membership unusable.I previously contacted Aaptivs customer support on June 19, 2024, requesting a cancellation of my membership and a full refund of my last payment. I also requested a refund for the membership fees paid since the inception of the account due to the lack of accessibility. Despite providing all necessary details, including an attached invoice for verification, I have not received a satisfactory resolution.I believe this situation reflects poor service and false advertising. I kindly ask for your assistance in resolving this matter by ensuring that Aaptiv issues a full refund for the unused and inaccessible services.Thank you for your time and support. I have attached the original email I sent to Aaptiv for your reference.Sincerely,***** ****** **********************

  Business Response

  Date: 11/21/2024

  Hi *****,

  I'm sorry for the negative experience you've had thus far. A member of the Aaptiv team will be reaching out to you directly to help remedy this situation.

• Initial Complaint

  Date:06/07/2024

  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.

  June 3, 2024 I went there website via BCBS and wanted sign up for a gym membership but once I paid my money the gym membership I wanted had to the upgrade to another price of $174.99. In my email below where I asked for my refund and the denied my request but have not given me a reason. ************************* (Aaptiv App Support)Jun 6, 2024, 1:18PM EDT ** ****** ***** *** *** **** ********* * ****** ** ****** *** **** ******* *** * ****** *** ********** **** ******* **** ** * ******** ******** *** **** ******** ** **** ****** ** *** ***** **** *** ********** **** *** *** ** *** ******* **** ***** **** *** ***** *** ** ****** *** **** **** **** ****** ** *** ****** ******* ****** *** ** **** ******* *** *** ** **** ******* *** ******** ****** **** **** ** ***** **** *** ** *** **** *** ******* ****************************** ****** ******* *** ** ***** ****** *** ** ****** ***** *** *** *** ********* * ***** ** ******* ** * ******** **** ***** **** *** ******* ** ** *** ** ******* *** * ****** ***** ** ******* ** ** ********* ******** ** ******** ********** *** * ***** ******** ** ******** * ***** ***** ***** **** ** ****** ** * ******* ** ******** *** **** *** *** ********* * ***** **** ** **** * ******* ** ******** ******* ** ********* ** ****** ** *** ****** ****** ** ** ***** ** * **** ******* *** ****** ******** ****** *** *** ****** ** *** Attorney General whom I work very closely with and open a case. Maybe this is common practice for your company to take consumers money. I await your response. ******************* Sent from my iPhone ************************* (Aaptiv App Support)Jun 6, 2024, 4:57PM EDT ** ****** ***** **** ** **** **** *** ****** ** ****** ** *** *** **** **** ************** ** *** ****** ** ******* *** ******* ** ****** **** **** ************ ** ***** ********* **** *** *** ***** *** *** ******* **** ************** ****** ******* 

  Business Response

  Date: 06/12/2024

  Hi *******,

  I'm sorry for the negative experience you've had with our customer support team. I have followed up on this, and we'll issuing you a full refunds in the coming days.

  My sincere apologies again.

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising 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 signed up for a 7 day free trial on Jan 13, 2023. My card was charged for the monthly subscription on that date instead of after the trial period.When logging onto the platform on Friday and Saturday, the account page was blank and I was unable to use the cancellation link within my account. I sent emails on Friday and Saturday via their contact portal with no response. Today, I was able to log into my account and I see that the membership is cancelled, but the $14.99 monthly charge has not been refunded, despite emailing them before the 7 day period was up. The chat is not responsive despite saying they are live.

  Customer Answer

  Date: 02/17/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Aaptiv, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:01/05/2024

  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 am not able to use their service as the password reset button does not work, but says there is an error in the page. I can't get into my account. I have tried contacting them but get no response I have tried every password I can think of. I tried calling today on the number listed above for Aaptiv and was unable to get further than a message. If I can't use.the service I would like a refund.

  Business Response

  Date: 01/05/2024

  Our apologies for the lack of response when calling in.  We are available 5 AM PST - 5 PM PST, Monday through Friday.  Our forgot password URL is live an active.  You can find the url here:  ****************************************************. I have looked at this particular account and no password reset email has been requested for the duration of the account (using the provided url will work) If you do not receive the email, it is likely that the user has opted out of transactional email communication.  If this is the case we can manually provide a forgot password link as well.  

  We are more than happy to offer a refund as well if this particular user is not happy with the service.  Please reach out to **********************************.  As an additional measure (if for some reason the user cannot retrieve their forgot password link), here is a custom link for this user to reset their password:  *************************************************************************************

  Please let us know if we can be of any more help. 

• Initial Complaint

  Date:07/12/2023

  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 unsubscribed from the service and it charged my card. I filed a complaint with credit card company because I did not authorize the payment. The aaptiv company refunded me the money. And 10 days later charged my card again! They are scamming past customers. I have emailed told them to remove me and my credit card from their database. They are breaking data privacy laws by keeping it and charging me after I stopped my membership.

  Business Response

  Date: 07/12/2023

  I confirmed that this user's subscription has been cancelled and they were refunded on June 27, 2023. If they have had other charges, please have them reach out to ********************************** and we will be happy to assist them further.

  Customer Answer

  Date: 08/02/2023

  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:

  This issue was NOT resolved. Aaptiv support services claimed to have refunded me, they did not. I reached out to them AGAIN to let them know that I did not receive the refund and they claimed they gave me inaccurate information, but that they would issue the refund this time. They did not. I reached out yet AGAIN and they said they had a problem and I needed to call them and give them my credit card number!! They clearly have my credit card number because they are charging it! I shouldnt have to call and give it to them since they charged multiple times. They are fraudulent company and need to be shut down. 

   

   

   

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

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

  Customer Answer

  Date: 09/21/2023

  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:

  This is still an ongoing matter and I think Aaptiv should be held accountable for charging my card multiple times without permission. What more can I do to get my refund ? They are saying they need my credit card to refund me. I recently changed my card due to their fraudulent behavior and do not wish to give my credit card details again . I have requested a check refund, which should be possible for an  company of their size, and they are denying it and stating they need my credit card details. They are already acting in fraudulent manner and I will not give them my card again. 
  
  Sent from my iPhone
   

   

   

   

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

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

  Business Response

  Date: 09/21/2023

  Hi ******,

  I sincerely apologize for the negative experience you've had with Aaptiv. For security purposes, we do not collect your credit card information directly. When you make a payment to Aaptiv, our third party billing platform handles the processing of that payment, so while you type your credit card number as part of the purchase process, that number is never stored on our end. Normally, we'd be able to process a refund through the ****************, but because we changed payment processors, we can't provide a refund in our usual manner. To be clear, when a purchase is made using a given payment processor, only that processor is able to provide a refund for that purchase. Due to us switching processors, we can't provide a refund for any purchases that were made on our previous processor, which is the issue we're having with your prior purchases.

   

  We have a workaround that allows us to manually process a refund, but it requires manually entering the credit card information. As I mentioned above, we don't have your credit card information on hand, so we have no way to do complete the manual refund without having you provide us with your credit card information. I realize that this is not an ideal option, and I have pushed back on the team at our **************** several times about this, but they have yet to provide any other way for us to provide a refund in these cases.

  I apologize again for the difficulty you've had here.