Complaints

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.

• Initial Complaint

  Date:10/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:09/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:08/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 enrolled in this program through my wife's insurance, ********** Blue Shield, in 2021. The insurance expired in September 2022 and I decided not to continue coverage. In June 2023 I realized Tivity Health was still charging me a monthly fee of $31.39, a total of $282.51. I called to resolve this issue and tell them that I no longer have insurance and it should have been cancelled and to also request a refund. I was told that when I signed up the terms state that if my insurance "changes" I will still have access to the program. I tried arguing that clearly implies I still possess some form of the insurance that I was required to have in order to enroll in the program in the first place. If I told you I changed jobs you would not assume I am unemployed. If I "changed" (cancelled) my credit card I would not assume ******* would still let me use their service. They didn't care and I was told I should have called them sooner. They basically implied I am a moron for assuming that if I no longer had the insurance I was required to have in order to enroll in the program that I would lose access to the program and no longer be charged. I never once tried to access the gym membership because logically I was no longer apart of the program. I received no notification from Tivity Health that I was still being billed and when I log into ********** Blue Shield the links that connect to the Fitness Program are no longer even active. This company is a scam that relies on misleading users to bill them without their knowledge.

  Business Response

  Date: 07/14/2023

  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

  Date:02/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called this company multiple times to cancel my membership with them. (ID:2300-1062-4096-5331)I have explained multiple times that I am pregnant and am unable to go to the gym due to being high-risk. Each time I am then taken through a ****-minute hold time as well as this long explanation of money saving options even after telling them I am unable to use the gym due to my high-risk pregnancy. I am ignored time and time again. Then, I will be charged again. Even though I called explained my condition and was told my membership was canceled then I am charged $30 again the following month. This company has taken over $90 from me since my first initial cancelation. The customer service is horrible and I am 100% dissatisfied with the service I am provided each time.

  Customer Answer

  Date: 02/06/2023

  The company has failed to cancel my membership for a total of 4 months after *** repeatedly reached out to cancel. Each time Im told it is canceled then I am charged again. 

  Customer Answer

  Date: 02/10/2023

  Yes it is. The corporate office is located in *********. 

  Business Response

  Date: 03/15/2023

  Tivity Health's ***************** has made multiple attempts to reach this member to discuss their concerns.Tivity Health's ***************** is available to further discuss and may be reached at ************** Monday-Friday from 8 am - 8 pm EST. 

• Initial Complaint

  Date:01/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In the beginning of January, my bank account was hacked and fraudulent activities took place. With that, many of my automatic payments were affected. One of them was with Tivity Health which I have been paying $29 month and both me and my wife have been grandfathered in because rates have changed as of last year. A few days after the bank account was forced to be closed, a payment was attempted and obviously returned. I never received any emails stating there was an issue. nothing. Today, I realized that I need to log in and update my payment info only to find out that Tivity wants to charge me the new rate of $39 month per each after 17 days of the payment returned. That is unacceptable especially after explaining that this was fraud and why the card was declined. I want the rate that I have been paying for me and my wife of $29 as this situation was not my fault and a result of fraud.

  Business Response

  Date: 02/01/2023

  Tivity Health has been in communication with the member. Tivity Health provided assistance with enrollment, however, the desired legacy pricing was not able to be applied.
  
  Should the member have additional questions or concerns, **************** may be reached at **************, Monday-Friday from 8 am - 8 pm Eastern.
  

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 the benefit through employer. They took my payment information and successfully charged my card but were unable to issue a member number. Several tickets have been submitted but I get an attitude everytime I ask why nothing has been resolved. It has been nearly 6 weeks now and I still get the same response. My money was refunded and we attempted to initiate a membership again and I am still getting its with the escalations team but no one can tell me what the issue is. I canceled my gym membership 6 weeks ago to take advantage of this benefit and I have been unable to attend any gym because no one wants to help me

  Business Response

  Date: 12/27/2022

  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

  Date:10/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 several years back for Tivity health. When the pandemic started, I was unable to attend any fitness areas. I suspended my account and it was put on hold. I then saw that I was billed again - I contacted them and said that I was not interested and they indicated that they would refund the money and put it on hold. Tivity then began billing me yet again after a period of time, without any notification that I was being billed other than a charge on my credit card listing that has about 250 charges on it. I was charged on 12/11/2021 through 8/4/2022 without any notification and without having used any aspect of this service. I think that they MUST notify an individual that they are billing them. All my other memberships ALWAYS notify me of being billed - this is a scam and they make money off slipping the membership fee back in. I require reimbursement for all months that I was charged - when I asked them for this, they said they couldn't give me anyone to talk to about this and they could only refund 1 MONTH, OR $29. I have paid $261 to Tivity for this scam. I require full reimbursement for all the time that I was unknowingly billed.

  Business Response

  Date: 10/19/2022

  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 Answer

  Date: 10/20/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a refund in full for the months charged without my knowledge. I believe it appropriate for any company to inform a user of its service any time it reinstated a paid service.

• Initial Complaint

  Date:09/17/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 utilized Tivity Health's fitness program which was advertised my my health insurance company. I have been attempting to contact the company over the course of a few months now trying to cancel my membership which has costed me a lot of time and a recurring monthly cost of 29 dollars. Tivity Health's Fitness my Way program is a scam for many reasons but the biggest being that the gyms they claim to offer access to are actually private gyms in Chicago buildings that don't allow anyone that isn't either a tenant of the building or an employee of a company renting space in that building. This measure it taken by the building to ensure safety. With that said this is a blatant form of false advertising and failure to provide service. They claim to provide access to great gyms to millions of people including **** ***** and **** ****** which had agreed to a contract to sell to their insurance policy holders.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/28) */ Tivity Health has been in communication with the member and were able to remediate his concerns. Should the member have additional questions or concerns, Customer Service may be reached at (888) 242-2060, Monday-Friday from 8 am - 8 pm Eastern. Consumer Response /* (2000, 7, 2022/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted the company last week due to my gym membership becoming inactive. I received a new debit card due to fraudulent activity, and forgot to make necessary changes with the company. However, that does not neglect the fact that they never contacted me via phone, email, or by letter to inform me that my payment was not processed and that I needed to update my method of payment. Though the company alleges it did (via email) I have not been provided with verification of such an occurrence which was requested. As a result they removed me from my plan in which I was grandfathered into and put me on a new plan.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/08) */ Tivity Health's records confirm that two emails were sent to the member in early August, acknowledging an inability to process payment. Each of these emails were sent from *******************@tivityhealth.com. A third and final notice was sent on August 12th, acknowledging cancellation due to non-payment. Should the member have additional questions or concerns, Customer Service may be reached at (888) 313-5643, Monday-Friday from 8 am - 8 pm Eastern. Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They state emails were sent but have failed to provide copies of those emails. If they do not then I will go public via social media and share my experience with my following of more than 10,000.00 people who I'll also request share it with thier friends. Business Response /* (4000, 9, 2022/09/21) */ Tivity Health will email the individual directly to share copies of emails previously sent regarding non-payment. Should the member have additional questions or concerns, Customer Service may be reached at (888) 313-5643, Monday-Friday from 8 am - 8 pm Eastern.