ComplaintsforNoom, Inc.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed to Noom in 2019 and shortly thereafter, I canceled service April 16, 2019 per their customer service (chat line). Last week, I realized that Noom is still billing me $149 every 3-4 months. Who knew? I need a refund of all charged since April 2019,

  

  Business response

  10/13/2021

  Hi ********

  Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.

  
  We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.

  
  I've made sure that the subscription is canceled and a refund for the recent charge of $159 has been processed to your card ending in ***** so you should see that back on your account within the next 2-5 business days. I can see that you haven't accessed your subscription for some time, so I have also processed three additional refunds of $159, for a total of $636.

  
  Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!

  
  When you get a chance, please mark 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!

  
  All the best,
  Your Noom Support Team
  
  

• Initial Complaint

  10/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I cancelled my subscription on the last day of my free trial shortly before midnight. Nonetheless, it listed as me locked in to a year. I attempted to contact customer service but no response of yet. I had only cancelled to think about whether to continue with subscription because I was being charged higher than any friends using it, which made no sense to me, but was considering going back anyways… but this is really wrong. You can’t charge people who cancel before the free trial is over.

  

  Business response

  10/03/2021

  Hi *******,

  Thank you for taking the time to submit your complaint to the BBB. We are so sorry for the frustration you've faced in trying to cancel your trial. It looks like your trial extension ended today and you were charged for the 8 month plan. However we are happy to resolve this issue by processing your cancellation and issuing a refund of $179. Please allow 2-5 business days before seeing the refund credited to your account ending in *****

  When you get a chance, please mark 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! You can always reach us at ********************** if you need assistance in the future. 

  Wishing you the best on your health and wellness journey, *******!
  

  Your Noom Support Team

  Customer response

  10/04/2021

  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

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I DECIDED TO JOIN NOOM A WEIGHT LOSS PROGRAM. AT FIRST I SIGNED UP FOR THE TRIAL BUT THEN DECIDED TO JUST PAY FOR 6 MONTHS. BEFORE I RECEIVED ANY INFORMATION FROM THEM, I WENT TO MY ACCOUNT, ALL THEY HAD WAS FOR ME TO PAY MORE FOR MENU AND EXERCISE PROGRAMS. AND THE ONLY REASON I JOINED IN THE FIRST PLACE IS THEY SAID IN THE BEGINNING WHEN I FIRST SIGNED UP THAT FOR ANY REASON I'M NOT HAPPY WITH THE PROGRAM NO QUESTIONS ASKED I COULD GET A FULL REFUND. WELL WHEN I CANCELLED THE SUBSCRIPTION THEY TOLD ME THAT THEY CANCELLED THE FUTURE RENEWAL BUT I WOULDN'T BE GETTING ANY MONEY BACK EVEN THOUGH I NEVER RECEIVED ANYTHING FROM THEM IN THE FIRST PLACE....JUST LOST $159.00! I NEED HELP. EVEN IF THEY TOOK OUT A MONTH, THAT'S BETTER THAN NOTHING! PLEASE HELP.

  

  Business response

  09/15/2021

  Hi *******

  Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.

  We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.

  I've made sure that the subscription is canceled and a refund for the recent charge of $159 has been processed to your PayPal account linked to [email protected] so you should see that back on your account within the next 2-5 business days.

  Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!

  When you get a chance, please mark 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!

  
  All the best,
  Your Noom Support Team
  
  

  Customer response

  09/16/2021

  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. ↩