ComplaintsforWW

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined weight watchers clinic thinking I could get a *** medication. I figured if my insurance wouldnt cover it than i could get the medication that ww offered for free with your membership. I signed up and my insurance declined the *** medication. I then requested the free medication and their doctors declined me from getting that. So i had no options for any medication except paying full price for the *** which is not possible for 99 percent of people including me. I contacted ww and asked to cancel my membership since they were unable to give me even the free medication they advertise. They refused to cancel my account and said i had to pay for 3 months without actually getting any services. I contacted my bank and changed my debit card number so they couldnt charge me. WW somehow found my new debit card number and charged me another $89 for **** and July. I want my money back. I didnt receive any service at all. No medication at all. No free medication like they advertise.

  Business response

  07/25/2024

  Two charges of $84.00 have been refunded, for a total refund of $168.00. This will be in the member's account in 5 to 7 business days. The third charge of $84.00 due on 8/15/24 has been stopped. (It is members' financial institutions that electronically provide a new card number. WW does not request it.)

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/28/23 My WW membership was confirmed as cancelled.06/21/24 I received an email stating "we're having issues with your payment". 06/22/24 - I sent an email to customer service, and received a bounce back stating that email is no longer monitored. - I forwarded the message to their privacy department, and requested all my information be removed from their system.- I received a message requesting confirmation of my personal contact info to verify my account, "I am happy to process this request once we verify your account information" - WW team member - I provided the information.06/23/24 I received the following, "Your request to have your data deleted has been received. You will receive an additional email requiring you to confirm that you want your account(s) deleted. The email will contain the User Name(s) and email address(es) for your account(s). There will be a Confirm button at the bottom of the email. You must click confirm within 72 hours, and then the deletion request will begin. Please note your personal data will not be deleted unless you confirm your deletion request. If you believe this message was received in error, or you wish to modify or retract your request, please reply to this email accordingly. "06/24/24 - Due to needing a prompt response from me I requested a timeline of when to expect the confirmation email - I did not get a response to my question, but I did receive the following, "Thank you for reaching out, we apologize for the inconvenience. In checking your previous account I can confirm it is cancelled. It was canceled on Sept 28, 2023. Please ignore the incorrect email, we appreciate your patience."06/26/24 I confirmed receipt of their error notice, and followed up on the timeline to have my information removed, as my trust in the brand has disintegrated and I no longer feel my information is safe with them. As of today, there has been no response, I would simply like them to meet their commitment of removing my data.

  Business response

  07/19/2024

  We have spoken with this member, apologized for the error and have deleted all her data.

  Sincerely,
  

  Weight Watchers

  Customer response

  07/30/2024

  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

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined WW at the beginning of the year. I have been an on and off member for years and was happy with their services. I primarily tracked and entered using my computer because I'm much more comfortable typing than using one finger on my phone. They removed the feature that allowed me to track by computer in April, so I have not used the app on my phone other than to look up one or two things. They refuse to stop billing me through January 2025, despite the fact that the contract in my mind was broken when they removed my ability to track on my computer. I want them to stop billing my credit card and refund the June payment they posted. The amount is $11 per month.

  Business response

  07/12/2024

  This membership is a 12 month plan ending in December. Our terms do indicate we may modify or alter any aspect of the website at any time. As a one time courtesy we refunded the last charge and canceled the membership to end at the end today stopping all further charges.

  Sincerely

  Weight Watchers

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up on April 6th, 2024 for a 3 month FREE membership. By the end of the month I realized I didn't really use it. I canceled on May 19th, 2024. July 6th, 2024 comes around and lo and behold they charged my card $23. I got ahold of them via 24/7 chat and was told "it was in your terms of cancelation that you agreed to". Um no. The box I checked said I could cancel at anytime and no fee would be collected after cancelation. Why they decided to blatantly lie and say it says something different on their end is beyond me. So here I am, making good on my promise to report them as fraud to my bank and to the BBB. After doing a bit of research it appears I'm not the only one they scam this way. How they're still in business is beyond me.

  Business response

  07/10/2024

  This is a 6-month membership with the first three months at $0 (not the same as a free trial) and the next three months at the full price of $23 per month. Many times we're excited about signing up for the program and we quickly go through the signup without giving proper attention to the terms and conditions. On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. Our cancel Terms are very clearly stated. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and  under Order Confirmation it shows again that same paragraph with the canceling message in bold. And yet again, it is in the sign up receipt email.This membership is set to cancel at the end of the 6 months, on 10/6/24.

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 2nd and July 1st I was charge 10$ and I guess they are trying to charge me for the next 9 months when I signed up for a promotional price they did not make it clear that there was a commitment I cancelled my service with Weight watchers before the $10 charge on July first and the are trying to make me pay 10 a month for 10 months: it was not made clear to me that there was a commitment they are tricking people into staying with they weather they use there services or not. This is bad business practice and does not create return business. I want my money back and my account canceled asap.

  Business response

  07/10/2024

  Many times we're excited about signing up for the program and we quickly go through the signup without giving proper attention to the terms and conditions. On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. Our cancel Terms are very clearly stated. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and  under Order Confirmation it shows again that same paragraph with the canceling message in bold. And yet again, it is in the sign up receipt email. The member signed up with a promotional code so he had no charge on June 2nd. As a one time courtesy we have canceled this membership for the end of the prepaid month stopping all further charges.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company I worked for 5 years ago provided us with a Weight Watchers program as long as we had 12 members or more. We were unable to maintain that number and we stopped the meetings.I retired three years ago. I just realized that they have been take $24 from my Mastercard for 5 years. Even though they blocked the WW cell phone app. I have been doing some research in to this and have found that Weight Watchers does this on a regular basis and scores of people have complained about this. When I called WW they were not willing to compensate me in any way.

  Business response

  07/15/2024

  We have emailed the member explaining that this membership was signed up for at the beginning of the At Work series with a special voucher code for the app for 14 weeks free. Payment information was required upon signup as per our Terms and Conditions agreed to, if not canceled after the 14 weeks, the account then goes on to charge $19.95 monthly. We have no prior record of cancelation until recently and have offered a courtesy refund.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a three month $15.00 per month subscription to Weight Watchers that I never used. I believed I cancelled it but they have contuined to remove $24.44 monthly from my Pay Pal account, Im 80 years old on a fixed income.

  Business response

  07/03/2024

  We could not reach the member by phone but have taken care of her concerns. She canceled one day after the charge for the 4th month, so as courtesy we refunded her.

   

  Sincerely,

  Weight Watchers

  Customer response

  07/03/2024

  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:

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  07/12/2024

  What the member is seeing for July 2nd is the original refund. The additional charges have been located on a separate account which has now been canceled and refunded. She will see the refund in her account in 5 to 7 business days at the most.

  Sincerely,

  Weight Watchers

  Customer response

  07/17/2024

  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

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up to what I thought was 3 months free and an optional $9.99 monthly cost after the trial was over however my bank account has been charged 25 dollars and WW will not allow me to cancel until September of 2024. I do not use this app nor am I willing to pay for a service that I'm positive they can see that I have not accessed in over 2 months please assist thank you.

  Business response

  07/01/2024

  We have emailed this member explaining the details of her membership and have resolved her concerns.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/29/24 I paid $49 for a consultation with a WW Clinician. I was asked about my current weight and other weight related issues and if I had diabetes, which I do not. She said I was eligible for the **** meds and that the concierge would work with my insurance to get approved. I told her which meds my insurance covered but the concierge stopped at the first 3 meds on their list. I explained again that those meds are not covered by my insurance and she suggested I take the metformin. I said ok and received the meds however, they didn't make me feel right and didn't take them after day 2. I cancelled my membership within their time frame for a refund, however, they keep trying to charge me $89 per month. I should have received a $49 refund but am willing to let them keep that for the clinician visit. I was also given a visit to get my bloodwork done but the clinician told me I didn't need to do that and I did not. I do not think it fair for me to have to continue to be charged for a membership that I cancelled within the time frame and do not use.

  Business response

  07/03/2024

  We could not reach the member by phone so we sent her an email explaining how we took care of her concerns.

   

  Sincerely,

  Weight Watchers

  Customer response

  07/12/2024

  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:

  My credit card is still trying to be charged. Last try from WW was on 7/4/24 - I received an email on 7/3/24 that this wouldn't happen. I was asked to be patient as I may see 1 or 2 more attempts but do not wish to close this complaint until the charge attempts on my credit card cease.

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

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

  Business response

  07/16/2024

  All billing attempts have stopped.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I joined what I thought was a 3 month free trial with this company. I quickly realized I did not use the product and called for a cancellation since they had my banking information. They refused to cancel until September of 2024 and are charging me $45 a month for a service I dont use. Furthermore when I tried the 3 month trial it was stated that the fee would be $9.99 after the 3 months but $45 is what I am being charged. It is incredibly bad business practice to essentially steal my money for something that I may have missed in the fine print about the cancellation process, and insane to charge someone $45 a month for a service that they have a paper trail to see that I have not accessed. I want my money refunded and my account cancelled. I should not be obligated to pay anything for something I dont use. Please assist.

  Business response

  06/27/2024

  On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. This membership was signed up for on 3/15/24 and is a 6-month commitment plan with the first three months at $0 (not the same as a free trial) and the remaining three months at full price. 
  Our cancel Terms are very clearly stated on the website. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and  under Order Confirmation it shows again that same paragraph with the canceling message in bold. And yet again, it is in the sign up receipt email.
  During the sign up, it appears the member accepted an upgrade from Core to Premium, which explains the $45 monthly fee. The membership is currently Inactive and will have no further charges.
  
  

  Sincerely,

  Weight Watchers

*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. ↩