BBB Business Review

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This business is not BBB accredited.

GymPact

Phone: (617) 544-7228 650 Alabama St Ste 202, San Francisco, CA 94110 View Additional Email Addresses http://www.gym-pact.com


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Description

This company offers a mobile application that allows to Check-in at the gym, track outdoor workouts via RunKeeper, or workout at work or home.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for GymPact include:

  • 179 complaint(s) filed against business
  • Failure to respond to 23 complaint(s) filed against business

Factors that raised the rating for GymPact include:

  • Length of time business has been operating
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

179 complaints closed with BBB in last 3 years | 28 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 123
Billing/Collection Issues 6
Delivery Issues 8
Guarantee/Warranty Issues 2
Problems with Product/Service 40
Total Closed Complaints 179

Additional Complaint Information

Gympact came to BBB's attention in September 2012. A review of complaints was conducted in August 2014. Complaints concerned consumers stating that there was a glitch with the Gympact app on their phone and they were unable to log their workouts. As their workouts were not logged, the consumers were then charged for missing the workout. Consumers who attempted to cancel their accounts were unable to do so. Consumers who successfully completed their weekly workouts were not receiving payment per their agreement. Consumers who attempted to contact the company in order to resolve their outstanding issues were unable to reach anyone for resolution which, in many instances, resulted in additional charges.

In a response to the pattern of complaints, the company provided the following:

Our development team has worked diligently over the past few months to eradicate any issues that result in users not being able to log their workouts. As this is an application on iOS and Android devices, our application replies on the hardware and operating system of these devices also running properly. In the instances where they don't, our Customer Experience Representatives can add these workouts in for consumers so they are not charged. The bug that was preventing users from deleting their accounts from the app has been solved. Users may delete their account at any time. If they delete their account in the middle of a Pact Week, they will be responsible for that Pact Week but no future Pact Weeks. Our backend developers work diligently to ensure that all payments are processed by the end of the day each Wednesday. We have been very consistent with this delivery as we know that is what users expect. Users who are flagged will not receive rewards which can sometimes cause confusion. When a user is flagged they are notified of this status change. For users who feel they should have been rewarded but were not, our Customer Experience Representatives can retroactively add this reward amount. Since December 10th, 2013, GymPact has added in 4 new fulltime Customer Experience Representatives who are now equipped to handle 1.5times our ticket load. This has allowed us to handle our backlog of tickets. Moving forward, all tickets will be handled in a timely manner (within 24 hours) by a trained, competent, and professional Customer Experience Team.
A recent review of Gympact was done in September 2015. As of September 24, 2015, it was found that 2 of the issues above still exist. In recent complaints consumes state that they cancel their accounts but are still being charged and consumers also state they have difficulty contact the company for resolution which, in many instances, results in additional charges.

BBB asked Gympact to review their prior response for an update, and to provide the cancellation policy and ways for consumer to contact them. Despite our attempts, GymPact was unresponsive.

Customer Reviews Summary Read customer reviews

2 Customer Reviews on GymPact
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: September 23, 2012 Business started: 01/01/2012 Business started locally: 01/01/2012
Type of Entity

Corporation

Contact Information
Principal: Ms. Yifan Zhang, Co-Founder
Number of Employees

15

Business Category

Internet Gaming

Refund and Exchange Policy
If you have a workout that's not counted, you can submit a dispute for that specific workout through the app within 24 hours for speedy resolution. For other problems or questions, please submit a bug report through the app or our website.

If you'd like a refund for a previous week, please include a screenshot or photo verification that you completed the number of workouts you committed to and we'll take care of that for you right away!
Alternate Business Names
Pact, Inc
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.