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:06/29/2024

  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.

  This program has deceptive business practices and an awful customer support that refuses to refund you and closes chat on you. I tried contacting the Customer support but they would only spam me with generic responses and tell me they won't issue me a refund unless I go through the end of the subscription. I haven't logged in or used the service in months because I did try it but I saw NO results. In fact, I actually gained weight despite following the recommended calorie ranges and even taking 6,000-10,000 steps a day. This service just doesn't work and it's really a scam because I told my "Live Coach" about the issues and it just wouldn't resolve. The live coach is actually fake and this service is just a calorie tracker with generic articles you can find online. I don't understand how you can scam people out of $143.20 and refuse to give a refund when they deceptively advertise themselves as a program that improves your mental health as well.The refund policy is so awful, and charging you for months of use despite YOU NOT EVEN LOGGING IN is so bad. The employees also do not care as their customer support just doesn't listen to you, spams you with responses and closes chats on you despite no resolutions whatsoever.I feel lied to and it's also very predatory. Why charge for months of service and then when you try to cancel it tries to get you to pay even more money by offering other services. The free trial and idea that you can cancel if it doesn't work (WHICH IT DOESN'T) is just a SCAM and LIE.

  

  Business Response

  Date: 07/08/2024

  Hi *******!

  Thank you for taking the time to submit your complaint to the BBB. It looks like you've been in touch with our Support Team and they were able to resolve this issue directly with you via email.

  When you get a chance, please **** your BBB complaint as 'Resolved'. Thank you, again, for your patience. We can always be reached via email, chat, ****************** and Instagram if you ever need help!

  Wishing you the best on your health and wellness journey! 

  All the best,
  Your Noom Support Team

  
  

  Customer Answer

  Date: 07/08/2024

  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

  Date:11/29/2023

  Type:Billing 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.

  Over 5 years ago, I opened an account with ********************** and signed up for a "subscription". Since then the *** managing that email account has ceased offering email accounts, and so I cannot access that account. When I contacted Noom, for some reason they cannot understand this and keep telling me to "log into your account"

  Customer Answer

  Date: 11/29/2023

  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:07/12/2023

  Type:Billing 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 was highly unsatisfied with my experience on their program and haven't used their service in months. They charged my card, unbeknownst to me, in the amount of $151.20. This charge came ten months after I thought I had cancelled my subscription to Noom. There was zero communication from Noom ahead of time about any impending charges.I immediately reached out via their customer service email to request a reimbursement once I saw the charge and was told they don't do reimbursements. I'm seeking reimbursement for the "subscription renewal" charge on my bank account for $151.20 on July 12, 2023.

  Customer Answer

  Date: 07/12/2023

  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:12/28/2022

  Type:Billing 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.

  At the end of December 2020, my husband and I signed up for Noom. By the end of April 2021, I cancelled my subscription via a phone call to their call center. They never sent an email confirming my cancellation, which I didn't think about until now. I was highly unsatisfied with my experience on their program. I'm overweight, yes, but not morbidly so, and they told me I was too overweight to be part of their workout program. I found that highly unreasonable and disingenuous to their advertising. In April 2022, they charged my card, unbeknownst to me, in the amount of $161.10. This charge came a full year after I had cancelled my subscription to Noom. There was zero communication from Noom about the charge and we unfortunately didn't spot it at that time. On Dec. 27, 2022, (yesterday) they charged me again in the amount of $161.10, but this time they emailed a confirmation of the "subscription renewal" - I immediately reached out via their customer service email to request a reimbursement and was told they don't do reimbursements. I called the customer service line and that representative reimbursed me for the December 2022 charge of $161.10, but neither they nor their supervisor helped me regarding the April 29, 2022, charge of $161.10. I need to add here that my husband has had the exact same experience with Noom. He cancelled his subscription but continued to see charges on our bank account for "subscription renewal" every eight months. We're fed up with this bad business practice of not truly cancelling clients and then continuing to take money from their accounts. I'm seeking reimbursement for the "subscription renewal" charge on my bank account for $161.10 on April 29, 2022.

  

  Business Response

  Date: 12/28/2022

  Hi *****,
  

  Thank you for taking the time to submit your complaint to the BBB. We are so sorry for the trouble. We are happy to resolve this issue by processing your cancellation and issuing a refund of $161.10 USD. Please allow 2-5 business days before seeing the refund credited to your account. When you get a chance, please **** your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!

  
  Wishing you the best on your health and wellness journey!
  Your Noom Support Team
  

  
  

  Customer Answer

  Date: 12/28/2022

  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. I want to ensure that both refunds ($161.10 for the renewal transaction that took place on 4/29/2022, and $161.10 for the renewal transaction that took place on 12/27/2022) process through my bank account. If we only see one transaction of $161.10 refunded to our bank account after five business days, I will reach out to the BBB again. So long as Noom processes both refunds I will consider the matter resolved.

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

  
  

  

  Business Response

  Date: 01/09/2023

  Hello *****,

   

  Thank you for keeping us updated. We can confirm that two refunds of $161.10 USD each were issued. However, one of the refunds was made on 12/28 and the second on 12/29. There may have been a delay due to the holiday. Please check your statement again and let us know if the second refund is still not visible.

   

  Thanks,

  The Noom Team

  Customer Answer

  Date: 01/21/2023

  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. Thank you for your help with this matter.
  
  Sincerely,
  
  *********************