Incentive Programs
Personify Health, Inc.Headquarters
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received a gift card from my health insurance provider. The gift card expired within 7 months and I wasnt able to use it. Its my money so I dont understand how they can determine when it expires and would like the gift card reissued. They kept asking me for more information and didnt solve my problem.Customer response
12/22/2024
I have not heard from the business in response to my complaint.Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
To be allowed to correctly update healthy habit for Q3 for allowed $35 credit. Confirm history of habit for confirmation.Business response
10/18/2024
Thank you for your patience while we researched Ms. Guzik's concern. We currently have a case for Ms. Guzik. The ticket is #7032607 and once resolved a response will be sent to Ms. Guzik to resolve her issue.Customer response
10/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22395130. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Melissa GuzikInitial Complaint
10/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of the transaction is 9/12/24. I am a member of Virgin Pulse where I receive credits for inputting physical activities I put into an App. I obtained the credit in an Amazon Gift card that the company was supposed to give to me via an email with the gift card number. I received the number however; it is invalid. When I try to contact them there isn't a live person I can call and speak to. I have tried numerous times to get this taken care of via their website to no avail.Business response
10/10/2024
Thank you for your patience while we researched Ms. ******** concern. We currently have a case for Ms. ****** in which we have actively been communicating with the member in. The ticket is #*******.Initial Complaint
08/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been a member of Virgin Pulse through my employer and ********** Blue Shield. I had been earning dollars to use in the store as a **** gift card. They closed the account and sent a no-reply email saying they had given me 30 days to close it. This is not true. I tried to sign in to redeem the ****** dollars but to no avail. When calling a call center in ******, I was told that I could not speak to a supervisor as they were unavailable. They would open a ticket. None of this happened. They purposefully closed the account so the $****** could not be redeemed. They say they closed my account on August 4, 2024. It is only August 7. They closed the account much before the deadline in order to negate paying out the rewards earned. This is unacceptable. No one would just not exchange $430 in rewards and lose it.Business response
08/14/2024
Thank you for your patience while we researched ********************** concern. We currently have a case for ****************** in which we have actively been communicating with the member in. The ticket is #*******.Initial Complaint
07/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction: July 15 2024. Amount Paid: $127.48. Provided: One Fitbit Impulse 3. I would like to receive Partial refund and second item. Business keeps denying the second item that was ordered and initially shipped items to wrong address. Used $50 credit from Virgin Pulse App as advertised for using their app and was not credited according to invoice. Point redeemed show what order it should have been applied to. They were also prompting 25$ off for purchasing a tracking device on their site which I received. Details: I emailed with their customer service, but I keep getting told that my order has already been fulfilled and no items are missing. I am still missing my second Fitbit and my order was not credited $50 off, only $25 discount for buying on their site. I have also notified my credit card company about the charge if I keep getting denied a proper resolution.Business response
08/02/2024
Thank you for your patience while we researched ************ ****** concern. We currently have a case for ************ **** in which we have actively been communicating with the member in. The ticket is #*******.Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
From February 9- march 31 the virgin pulse app didnt sync with my Apple health data. My employer then took out 15$ from each of my paychecks for quarter 2 (currently still taking out 15$) because virgin pulse app didnt get all of my Apple health data. I showed them my data after I realized why my employer was taking out the 15$ and they informed me because it was past ***** days they cant do anything. My entire health data is there from when I was employed so they should have seen they I have a record of continuous activity. I dont think its fair to be penalized by my employer cause their app didnt sync with my Apple health data.Business response
06/13/2024
Thank you for your patience while we researched ******************** concern. We currently have a case for **************** in which we have actively been communicating with the member in. The ticket is #*******.Customer response
06/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Hello,
I provided you with the data from the Apple health app because your app was unable to sync with it. I dont think we should be penalized because your app didnt sync and upload my daily activity for that time period I clearly have a history of reaching all the targets. The app should encourage healthy activities, rather than take money from someone because of an app syncing problem. The fact that I have an almost 2 year history of meeting the requirements and you dont even take that into consideration when I give you the Apple health data, just shows that you dont truly value health but rather whatever incentive your company has for categorizing people who dont meet those quarterly point requirements.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
07/01/2024
Thank you for your patience as we reviewed ******************** concern. As advised in his ticket **************** need to sync his activity to receive credit. This would have been done by logging into his Virgin Pulse App. Since this was not done, we are unable to reward **************** for his activity.Initial Complaint
05/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Through my employer's health insurance we are offered a rewards program through Virgin Pulse. Based on things we do, we get points that we can then redeem for cash. On 5/14/24 I requested they deposited $100 of my rewards into my checking account. On 5/15/*********************** instead withdrew $100 from my checking account. I have been in contact with them and they are no help, they just say they will get back to me after researching what happened. I am unable to speak to a supervisor over the phone, only via email. I called my bank, DCU, and have filed a dispute and they said they will work on getting the funds put back. The fact that I still do not have the money back is unacceptable and Virgin Pulse is doing nothing about it. I did not authorize them to withdraw money from my account and they are not giving me a timeframe of when this will be resolved. I do not have an extra $100 to just sit around and wait for them to decide to give it back. I am going to be charged fees due to this and I have done everything I can do to try and resolve it. I attached a copy of the email confirming my deposit request, and a screenshot from my banking app showing they instead withdrew money.Business response
05/20/2024
Thank you for your patience while we researched ****************** inquiry further. We currently have a case for ************** in which we have actively been communicating with the member in. The ticket is #******* and once resolved a response will be sent to ************** to resolve her issue.Customer response
05/20/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I am only choosing to accept this because this morning the money was returned into my checking account. I still believe this was an unacceptable thing to happen and the company should be reported and it made public that they do things like this. Virgin Pulse's actions and the way the handled their error is horrible.
Regards,
*********************Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The Virgin Pulse is a platform where you can track your health and earn rewards. Upon redeeming my $100 in rewards the Virgin pulse platform did not deposit the money, however withdrew the money from MY bank account resulting in an overdraft and feeeBusiness response
05/28/2024
Thank you for your patience while we researched ********************** inquiry further. We currently have a case for ****************** in which we have actively been communicating with the member in. The ticket is #******* and once resolved a response will be sent to ****************** to resolve her issue.Initial Complaint
04/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
i have repeatedly asked to not be contacted by this rouge organization . I as you can see on 4/4 asked to be opted out via a phone call, they immediately sent an email to my work place, i again asked to be opted out and provided legalities in the email . as you can see they then sent 20days later , an email about a fictious call , a call that never took place, again to my place of employment . Im not sure what can be done to the business , but i request full extent of the law .Business response
04/24/2024
Thank you for patiently waiting while we looked into ****************** inquiry in more detail.
Upon further investigation, we have verified that ************** was added to our Do Not Call list on April 4th.
If ************** needs any further assistance, we kindly request him to contact his *************** department.
Customer response
04/25/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I would hope that i was placed on a do not call list (which includes emails) on Apr 4th as requested by me. This Complaint is because YOU contacted me as you can see on 4/23 at my employment 19 days AFTER you supposedly put me on a do not call list (which includes emails) which is in clear violation of the law You must honor a recipients opt-out request within 10 business days see below and attached
From: [stellaconnect.net]Kenan from Virgin Pulse <****************************************>
Sent: Tuesday, April 23, 2024 8:20 AM
To: ******************** [USPB]
Subject: How was your recent call with *****?
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business response
04/29/2024
As previously advised, if ************** requires further assistance, we ask he contact his ***************************Customer response
04/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
my HR department didnt send the email on 4/23. My HR department doenst send 3rd party emails . This is Your responsibility. However i will contact HR on your behalf
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am an employee of Centene and we were told that if we participate in the Virgin Pulse program, we will get a reduction in our insurance rate. I achieved double the required points yet didn't get the discount. My employer said to contact Virgin. I contacted them on 2/29/2024, they replied that they are going to research it, but that is all. As of 4/19/24, they have yet to provide an answer.Business response
04/24/2024
Thank you for your patience while we researched ******************** inquiry further.We currently have a case for **************** in which we have actively been communicating with the member in. The ticket is #******* and once resolved a response will be sent to **************** to resolve his issue.
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Contact Information
Customer Complaints Summary
34 total complaints in the last 3 years.
13 complaints closed in the last 12 months.
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