ComplaintsforTivity Health, Inc.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This scam of a company has been charging my company some $30-34 a month throughout covid up to the current day, without my authorization to my credit card. I was not able to use a gym, nor have they sent me monthly statements via email all that time, so it was unbeknownst to me that they were still charging. I have not used their service since ************************************************** on a new credit card with a new number that I had not authorized. How is that even possible?

  Business response

  03/18/2024

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

  Business response

  03/22/2024

  Tivity Health's ***************** has made multiple attempts to reach this member to discuss their complaint. We encourage the member to reach out to our ***************** at ************** Monday-Friday from 8 am - 8 pm Eastern.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife called to cancel service(gym membership) on 30 JAN ****@642PM.. She had to leave a message, because to cancel you have to leave a message , you cannot speak to a human being to cancel... but you can speak to a human to charge your card. Im the credit card holder... SO you guys (TIVITY) went ahead and charged my credit card, then cancelled the membership a day later and now refuses to refund the money...becuase they now need to speak with my wife in person, on the phone... What a joke..I think this is fraud... To sum up: my wife cancelled on 30 Jan ****. You billed MY credit card on 01 FEB 24, then cancelled her membership/account on 02 Feb 24. ********************** refuses to refund back to credit card. Doesnt make sense. I smell a ******** rat. REFUND the $19.00, im pursuing this legally and dealing with BCBS as well.... Im probably going to recommend people deal with the *** of their choice directly

  Customer response

  02/07/2024

  **update*** On 02/06/2024 my wife and I were able to get Tivity to reverse the charge on the credit card after jumping through unnecessary and unacceptable hoops, Tivity initially tried to tell us that we cancelled on 02/02/2024 vs 01/30/2023 which we did by having to leave a message, twice by the way because there aren't any prompts to press a button when you are done.. it just hangs up on you, so you don't know if the message went through.. the only thing you are told is that it can take 48 hours before any action is taken with your message that you don't know if they receive it... what a joke, and perfect way to FRAUD and steal money from you.. They certainly have the innate ability to charge you immediately with a live human being behind the keyboard.. I wonder how many people cancel at end of month and are told that they cancelled days later, so they can't get their money back because of a pathetic, created problem by Tivity.. what a scam.. When we asked for the money to be put back on out card, the rep put us on hold..came back and told us we cancelled 2 days after the renewal.. what a joke, scam.. I told him basically that was because of Tivitys doing.. with the leave a message.. we were put on hold again.. guess he found that time stamp.. poor customer service dude.. he couldn't rip off someone else off that day?? anyways.. steer clear of them.. 

  Customer response

  02/07/2024

  ****Update*** awaiting refund to go back on credit card as per customer service

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was led to believe based on the name of the service and how it was advertised that this was a benefit of my ********************************* My health care with BCBS ended Sept 2016. The service was not discontinued when my health insurance ended. For the last 7+ years this company has been charging a credit card on file $31.83 a month for service I was unaware of and was not using. In addition, there were no communications from the company about the service or about it not being used. Especially since they changed their name from FitnessBlue to Tivity. I only noticed it when there was notice of a price increase. Even during COVID when the gyms weren't open, they continued to bill their customers. I filled out a form online to get this resolved and was asked to call customer service. ******* was ready with what to say leading me to believe this happens frequently. She said all she could do was cancel and offer a one month courtesy refund. I asked to be escalated to the manager on duty, *********, who did great job listening to me and submitting a complaint. She was very kind but firm that this was on me for not being aware of the terms and conditions. I asked to be escalated to leadership and will be anxiously waiting their contact. This seems like intentionally deceptive business practices. With no ways for their customer service team to make it right for customers.

  Business response

  01/05/2024

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

  Customer response

  01/08/2024

  I was contacted by a manager, *********, at their contact center. During the conversation, it went from 1 month refund, to 6 months, to 12 months. I asked to be escalated further in the company. He denied the request. I told him I do not consider this resolved and would like to speak to someone authorized to approve a more complete refund. He denied. 

  I disagree that this has been remedied as they suggested. 

  Business response

  01/08/2024

  Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern.  Thank you!

  Customer response

  01/09/2024

   
  Complaint: 21097831
  
  I am rejecting this response because:

  I already spoke with the customer service team and they told me they would not escalate beyond the middle manager I spoke with. Why would I call back and be told the same thing? You have my contact information, you can reach out to me. The manager and the supervisor both called me back. But the last conversation ended when I was told they would not forward me on to anyone else or continue the conversation. 

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

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was enrolled in their program through my previous employer, *************** I contacted this business back in July 2017 and again in August 2017 to ensure the membership was cancelled after my job ended. I recently found out they continued to charge me (I have two disabled parents I help care for so I thought the charge was for 1 of their services). I contacted them a few weeks ago and left messages but never heard back. They've continued to bill me for $25-$26 a month for about 6 years and 2 months. I would like a full refund.

  Business response

  12/15/2023

  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

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to customer service Rep today at approximately 12:10PM and was not given the correct information. I told ******* named *****, I was being charged monthly for Silver Sneakers. He then told me Silver Sneakers is a free program. He didnt explain to me about a black card and I possibly may have that program. He asked me if I gave the gym my silver sneakers info. I couldnt remember so I told him I wasnt sure. He informed me he would send me an email with my ID. I received the email and called the gym. ******* at the gym told me then the insurance shouldve explained to me the different programs (black card) which that is the program I had and thats why it was an up charge I was paying. Its either basic no fee or black card (fee). ***** needs more training.

  Business response

  11/13/2023

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 1st I was looking for a gym, since the one I attended by my home had closed. I logged onto the Fitness Your Way website to find a different gym that I could frequent. I was shocked to see that my legacy plan had been canceled. I immediately called customer service. The representative said that they hadn't received payment. I told him that I never received anything to inform me of that, and his response was "I'm sure they have automated emails to inform you of that", however when I asked him to look at my file and tell me precisely when these imaginary emails were sent he said that "there's nothing we can do for you". I requested to speak with a manager and told her that I never received anything regarding my payment not going through. She said that they sent 3 emails, one on Sept 2nd, one on Sept 15th, and the last one canceling my account on Sept 22nd. I asked her to send me a copy of those emails so I could verify that everything was in order. The manager told me that it was likely that the emails contained information in them that my email proxy didn't allow, and the emails were blocked by my system. I asked her to take a screenshot to send, or resend the emails as proof, and she still declined. She told me that they weren't able to reinstate my legacy pricing because the costs of the gyms had increased. I NEVER received those imaginary emails, and it is my belief that Fitness Your Way is trying to do whatever they can to rid themselves of legacy memberships. During this time that they were referring to my account being canceled, I actually used my membership to join and attend a gym while visiting family in a different city. If I never received any emails and my membership was clearly working, how was I to know that there was something wrong with the billing. As I had been a member since 2016 and my payments were on automatic withdrawal. They offered me one free month at the current pricing, which is almost double the legacy pricing.

  Business response

  11/03/2023

  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

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a member with this company since 2018. Even during Covid, you guys were taking money for me knowing we didnt have access inside the gyms. To make matters worse, when you called to ask about the issue you threaten to cancel the membership. Fast forward to earlier this month you cancelled my grandfather in membership because someone at this company decided to charge my card that was deactivated but not use the card that has been on my account since I started. You guys have been taking money from me for years and I can count on one hand how many times I went to the gym. Instead of trying to help accommodate me, you then try to insult my intelligence by trying to sell me a plan that cost more than my original one. I was told my a supervisor that someone would call mw back within five days after they investigated this issue and to my surprise, I heard from no more.

  Business response

  11/02/2023

  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

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We obtained coverage through our insurance, however in 2017 we switched insurance. Based on this being a "perk" that went along with our insurance, we were led to believe the membership would end with our change in insurance. Last time we used the membership was July 2016, it's now Sept 2023 and we've paid $25 monthly this entire time. It wasn't clearly explained that the insurance got us access to enroll but that they weren't linked to each other. It's also shocking that a company can see a membership has been inactive for 6+years and still keep taking their money without a call/text/email especially considering a global pandemic was in the middle of this timeframe.

  Business response

  10/03/2023

  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

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 24th. 2023 at 705 a.m. I called and cancelled my membership as a result of a new home purchase and ever increasing costs of living. I was advised that I could remind the cancellation in the event I changed my mind provided that I did so within 30 days. The call lasted 4 min. 3 sec.On September 7th at 6:38 a.m. I called and spoke to a **************** rep and inquired if there were any lower priced tiers available. The rep reviewed the gyms that I was using and said that LA Fitness, etc. wouldnt be available to me at the lowest price plan. He also remarked that I was fortunate to still have legacy pricing as the same plan was now much higher. I asked the representative to cancel my original cancellation and reinstitute my plan at the original legacy monthly premium. He indicated that he would take care of it and the call was terminated after 4 min. 43 seconds.On September 25th at 8:54 a.m. I called the customer service department back as my gym privileges hadnt yet been reinstated. The rep. I spoke to check my account and said that the membership hadnt been reinstated. She also stated that the representative who handled my September 7th call had not included good notes and there was no record of my request for my account to be reinstated within the 30 day window at my original legacy pricing. I was told that the issue would be escalated within their team and I specifically asked them to listen to the September 7th conversation between me and their rep.On September 28th at 11:11 a.m. I called back again after not hearing from Tivity Health as promised and was told that they had listened to the call from August 24th and I had indeed cancelled my account. I went over the timeline and asked them why they didnt listen to the call from September 7th as discussed. The rep then simply talked over me when I attempted to debate the facts and it was apparent they had no interest in doing anything but trying to cancel my legacy pricing plan.

  Business response

  10/02/2023

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

  Customer response

  10/02/2023

   
  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.
  
  Sincerely,
  
  ************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I lost my job last August and fell into a financial strain. I assumed that my fitness plan had been cancelled due to me being uninsured. There are a number of deceptive indicators of this throughout the company's displays. I just regained employment and wanted to re-enroll and see that I have been being charged all along through an account that I don't even use. I love the program, but that was misleading and hidden within the fine print. I haven't even used the services assuming that I did not have them. That was a total incurred debt of $349.14. This seems to be a recurring issue with clients, I see. I plan to continue my enrollment, but I would like a refund for these wasted funds.

  Business response

  08/17/2023

  Tivity Health has been in contact with this member and has been working to provide a resolution to their inquiry.
  
  Should you have additional questions or concerns, **************** at ********************** can be reached at ************** Monday-Friday from 8 am - 8 pm Eastern.

*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. ↩