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Business Profile

Health and Wellness

Tivity Health, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/26/2025

    Type:Product Issues
    Status:
    Resolved
    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 a recurring subscription to Fitness Your Way offering from Tivity Health. I want to cancel but there are only two ways to cancel - via telephone, but they never answer from the hold queue. Or via website but I am unable to login with existing username/password and they won't send an email to reset password when I click the reset password feature.-now you may be saying to yourself, " hey, this is the same complaint from 3/14 " You would be correct. I simply experienced the exact same set of issues as whoever submitted that complaint. So i copied and pasted it.Seems kind of intentional. I'm guessing it is your typical bad-faith business practices.

    Business Response

    Date: 03/28/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

    Customer Answer

    Date: 03/30/2025

     
    Better Business Bureau:
    this business is equally as incapable as setting up a " forgot my password " system, as i am incapable of remembering a password. nevertheless-
    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Devin 

  • Initial Complaint

    Date:03/14/2025

    Type:Product Issues
    Status:
    Resolved
    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 a recurring subscription to Fitness Your Way offering from Tivity Health. I want to cancel but there are only two ways to cancel - via telephone, but they never answer from the hold queue. Or via website but I am unable to login with existing username/password and they won't send an email to reset password when I click the reset password feature.

    Customer Answer

    Date: 03/15/2025

    the case has been successfully resolved thank you

  • Initial Complaint

    Date:03/09/2025

    Type:Product Issues
    Status:
    Answered
    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 Fitness Your Way online on 1/21/25, only to learn my desired services were not available at the listed gyms. I called Tivity Health to cancel my membership, but could not reach a human. They do not offer a cancellation option on their website. On four occasions now, I have tried to call Tivity Health during listed hours and have sat on hold for between 30 and more than 60 minutes waiting for someone to answer. In that time I have now been charged twice for services that in good faith I attempted to cancel within the 30-day full refund period. I used Tivity Health's contact form to and supplied my name, account number, and reasons for cancelling. Several days later I received a **** email stating that the only way to cancel or suspend the account is to call customer service on the telephone. This is in direct violation of the FTC's Click-to-Cancel regulation, accessed here: ***************************************************************************************************************************** "Include a simple way for people to cancel (a/k/a Click to Cancel). Make it as easy for people to withdraw from your program as it was to sign up. That means people have to be able to find your cancellation method quickly and easily. It should be offered through the same medium (online, phone, etc.) people used to sign up, and it shouldnt be overly burdensome.... You cant require people to talk to a live or virtual representative to cancel if they didnt have to do that to sign up."I tried in good faith to cancel within the 30-day refund period and was not given the opportunity to do so online, as required by the ***. Tivity needs to come into compliance with ***'s regulation. Since they did not do so, and I have lost literally hours of my employer's time trying to call during business hours, I expect a full refund and no further obligation and no further contact.

    Business Response

    Date: 03/14/2025

    Tivity Health has attempted to communicate with the member without success.  We emailed the member and was able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:03/03/2025

    Type:Product Issues
    Status:
    Resolved
    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 writing to formally file a complaint regarding my recent experience with your services. Despite sending multiple emails, I have yet to receive any response or assistance.Initially, I was informed that my home gym was no longer part of the current package I had, and that I would need to upgrade. I reached out via email seeking guidance on how to proceed with the upgrade, but received no reply. Consequently, I was forced to resolve the issue on my own, upgrading and paying the difference.However, after completing the upgrade, I discovered that my home gym was not available for selection from the list. I again sent an email seeking assistance, as I am unable to add my home gym ********* this point, I request immediate assistance from your team to resolve this issue. Specifically, I need someone from your support team to add my home gym to my account on your end. If this is not possible, I expect a full refund for all costs incurred, as I would have canceled my subscription had I known that my home gym would no longer be available.I kindly ask for a resolution to this matter. Thank you for your attention to this issue.

    Business Response

    Date: 03/14/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

    Customer Answer

    Date: 03/14/2025

     
    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.

    Sincerely,

    *** ********

  • Initial Complaint

    Date:02/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 an account hold at ******************* blue shield. They have a member benefit to the account holder to Tvity My Health. I am the account holder and I pay with my credit card for myself and my daughter. We have NEVER been able to use this account because I somehow messed up or mis read the sign up info. I don't bicker that I have signed up. But it didn't work and emails did not match up. I have tried numerous times to cancel....and the cancelation process is burdensome, unfriendly, and shameful. I am certain their hoops violate Iowa law. I have no access to the account details. But I do know that I am registeed through one of these emails:******************************* ************************************** ********************** ************************* I am interested in both accounts being canceled. I have called too many times to be asked to calll back again. The two users are ********* ******* (or ***** *******) and ***** (***********) *******.

    Business Response

    Date: 03/04/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Answered
    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.
    On Jan 6, 2025, I began calling Tivity Health because I was unable to re-enroll in Fitness Your Way (a benefit of my health insurance). When I tried to enroll, I received an online message that there was a problem with the account. So I called for the first time. I spent 37 minutes on the phone with them; a ticket was "escalated" so that my account could be fixed. I called again on Jan 10 (44 minutes; another "escalation" ticket was created), Jan 14 (16 minutes), Jan 15 (14 minutes), Jan 16 (25 minutes; spoke to a supervisor ******), Jan 16 (25 minutes; was promised a call back). Jan 19, I logged on to my account and saw that I could get into my account and saw a membership number, so I attempted to enroll in the gym. They received a message that I was not eligible. Tivity verified my eligibility 4 times on different calls. Jan 21, called Tivity again; spoke to ********* for 53 minutes, Jan 22 spoke to **** (39 min) and suggested that they completely delete my account and would begin again. She spoke to someone and agreed. I completed the form to delete the account. Jan 23, account still active; spoke to DiMarie and supervisor ********* for 30 minutes. They were unable to do anything but "escalate" the request.

    Business Response

    Date: 01/28/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:01/22/2025

    Type:Order Issues
    Status:
    Resolved
    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.
    They are understaffing and every time I call it says there are longer than expected wait times and nobody comes on the line. I need to speak with someone. They sent me an email with a phone number to call and it doesn't work. They purposely do not put another way to contact them such as email. They emailed me stating I need to update my billing information. When I try to have the website send me an email so I can set up a password and do this for my account online the site malfunctions and this won't work.

    Customer Answer

    Date: 01/25/2025

    Hello:

    I was finally able to get in contact with this business after some back and forth attempts. I believe this issue is now resolved. Thank you BBB for your assistance.

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 tried to cancel multiple times and cannot get a hold of anyone. I cannot get into my online account to contact or cancel.

    Business Response

    Date: 01/23/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:12/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    have been a member of Fitness Your Way health for over 7 years as a Prime member. I added new card and at the beginning of November .I received an automated email my account was canceled. They also usually send a last attempt email before canceling your account. Which I did not received. I called customer service spoke with an Manager told me I was told i would have to pay enrollment fee again due to their failed system not taking my payment. This is not fair. I also find it strange I cant get into my account as well . Called in today I asked for a manager named **** again who provided poor customer service, and she decided to hang up on me not only ones but three times.I read these complaints. I see that the company itself is only pasting the same response. Im pretty sure the leadership is not taking accountability for their employees horrible service. For everyone that read this complaint no one has contacted me and its been two weeks later. Fitness Your Way does not value their customers. Im pretty sure this was all set up just to make more money off their customers.

    Business Response

    Date: 12/23/2024

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern.  Thank you!

  • Initial Complaint

    Date:10/15/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Tivity health raised the price of their membership and started charging my credit card more without any notice whatsoever. Come to find out through a search of my credit card recent activity that they have been charging me more for the last year

    Business Response

    Date: 10/28/2024

    The referenced individual received notification of price increase on September 27th,2023, to email address on file. The price increase went into effect on November 1, 2023. 

    Tivity Health's ***************** has attempted to reach this member, and they have left a voicemail with a direct phone number to a supervisor for them to discuss their complaint. To date the individual has not responded to any of our outreach except through the BBB process.  

    Customer Answer

    Date: 11/05/2024

    How is this a duplicate complaint? It is the 2nd complaint that I have submitted against them for two different instances of charging my credit card for various things. One in regards to restarting charges after Covid shutdown without notice or consent and this time for increasing the monthly charge amouny  to my card without notice. 

    Customer Answer

    Date: 12/10/2024

     
    Complaint: 22426821

    I am rejecting this response because:

    I did not receive any email from Tivity health or fitness your way. I checked my email history as well as junk folders and found nothing.

    Sincerely,

    **** **

    Business Response

    Date: 12/18/2024

    Tivity Health has no further information or actions to complete.  Please see the email sent on 11/26/24.  Thank you!

    Customer Answer

    Date: 12/19/2024

     
    Complaint: 22426821

    I am rejecting this response because:

    Sincerely,

    **** **

Tivity Health, Inc. is NOT a BBB Accredited Business.

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