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:02/03/2025

  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 have not had Beach Body for years. On 1/9/2025 I was charged $179.00 from ****. I did try to login with my email address and had to reset a password. After doing so, I show that there are no current memberships or subscriptions or current purchases. Unfortunately, there is no customer service phone number to call for assistance with this. I have tried their AI chat and it tells me that it is not able to assist. I am getting a bit frustrated at not being able to have any support as a former customer for explanation of this charge. I do expect a refund from a membership that was cancelled years ago. I dont know why all of a sudden this charge would be taken out. If I would have been able to contact a customer service account management associate to help me, then I wouldnt be here at the BBB trying to get help. Thank you, ******* ***

  Business Response

  Date: 02/04/2025

  Hello *******,

  Upon reviewing our systems, we were able to locate an account under a different email address.
  We have confirmed that on January *******, you purchased a BOD Challenge Pack. Your package included an annual *** membership and a monthly Shakeology subscription. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.  Like all subscriptions, ****  (previously BOD) will renew regardless of usage until you cancel.

  On September 08, 2017, you contacted customer support requesting the cancellation of your monthly Shakeology subscription. The subscription was cancelled as requested.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  Our records show that an annual BODi prebill email was sent to your email address on file on December *******. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon.

  During our comprehensive review we investigated your interactions with our Website and SMS Texts. These are all of the methods that can be used to cancel your subscription. Our records indicate there were no previous cancellation requests received for the annual **** membership, thus the continued renewing of the subscription.

  Your annual **** membership renewed on January 08, 2025. We have confirmed that you were able to contact customer support on February 04, 2025, requesting the cancellation of the annual **** membership. Your annual **** membership was cancelled on February 04, 2025. You will continue to have access until January 08, 2026.

  For digital memberships,the 30-day money back guarantee only applies to the initial order date.Membership renewals are not eligible for a money-back guarantee.
  For additional information on our money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

• Initial Complaint

  Date:02/01/2025

  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.

  This company has no phone number to contact for starters, so everything is done via texts or emails. To which they are unresponsive. From day one of receiving our BODi bike it's had multiple problems. To start, it showed up dirty and greasy. The flywheel makes a horrible rubbing sound while pedaling like it's hitting something. You can't calibrate the pedal sensor even with brand new battery. We've contacted the company and they forwarded issue to their "tech/repair" company called CORE. They are useless as they asked for a video response to their "email" which we sent 2 weeks ago and still no action. The bike is unusable and just sits there. Besides this, they want to charge a $250 restock fee (almost the cost of the bike) to return? Ridiculous, we want full refund and return for the garbage they sent and their poor customer service to put politely.

  Business Response

  Date: 02/07/2025

  Hello *****,

  We have reached out to you via phone and email to help resolve your concerns.

  Please contact us at the phone number provided for additional assistance.

  Sincerely,
  BODi Support

• Initial Complaint

  Date:01/31/2025

  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 was trying to update my membership with their BOGO promotion they had. I kept getting an error message stating that I was ineligible. When I tried to get customer service, the only option was AI txt. Not sure what happened to this company, as they used to be the best at customer service. This is not the case now. I did wind up cancelling my subscription, and now am unsure if I get any money back, as I CAN'T speak with anyone there. So VERY frustrating!!

  Business Response

  Date: 02/03/2025

  Hello *****,

  Existing and new customers can take advantage of the **** offer as long as they do not currently have an active BODi Subscription. Existing **** Subscribers cannot add the **** offer onto their current membership. Upon reviewing your account, we see that your annual **** membership was cancelled on January 30, 2025. Since you no longer have an active **** membership, you may purchase a new membership for the **** promotion. The **** promotion will end on February 18, 2025.

  Sincerely,
  BODi

• Initial Complaint

  Date:01/30/2025

  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.

  My yearly subscription expired without any notice and BeachBody renewed it automatically. I contacted BeachBody within 2 days to cancel and get a refund. They will not issue any refund or proration.

  Business Response

  Date: 02/03/2025

  Hello ******,

  Upon reviewing your account, we have confirmed that on January 28, 2025, your annual **** membership renewed. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.  Like all subscriptions, **** will renew regardless of usage until you cancel. Within those terms, you agreed to automatic renewals which required you to cancel your membership to prevent future charges and eliminate access.

  Our records show that an annual **** prebill email was sent to your email address on file on December 27, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon.

  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  During our comprehensive review we investigated your interactions with our Website and SMS Texts. These are all of the methods that can be used to cancel your subscription. Our records indicate there were no previous cancellation requests received for the annual **** membership, thus the continued renewing of the subscription.

  Your annual BODi membership was cancelled on January 30, 2025. You will continue to have access until January 28, 2026. No further charges will be processed.

  For digital memberships, the 30-day money back guarantee only applies to the initial order date. Membership renewals are not eligible for a money-back guarantee.
  For additional information on our money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22878794
  
  I am rejecting this response because I believe your policy is unfair and unacceptable.  I recognize that the cancellation was 2 days after the renewal.  But the fact that no refund is allowed, even within 2 days of renewal is unfair.  It seems that BeachBody is taking advantage of their customers with this policy.  I would appreciate a refund and a revision of your policy.  I would recommend allowing a 30 day window for cancellation after auto-renewal. 

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

  Business Response

  Date: 02/10/2025

  Hello ******,

  As previously explained,the annual BODi prebill email was sent to your email address on file on December 27, 2024. At the time you had the ability to manage your memberships or subscriptions prior to the next scheduled renewal.

  For digital memberships,the 30-day money back guarantee only applies to the initial order date.Membership renewals are not eligible for a money-back guarantee.
  For additional information on our money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support

• Initial Complaint

  Date:01/28/2025

  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 downloaded this app and barely ever used it unknowingly in the fine print. I did not know Id be auto renewed the day after I noticed the charge. I tried to contact the company and have it canceled, and I tried to be refunded which they were not accommodating at all although if you look at my history with the app, I havent used it in over 10 months.Theres not actually a human being you can contact everythings done via email and its just a totally shady company

  Business Response

  Date: 01/31/2025

  Hello ******,

  Upon reviewing your account, we have confirmed that on January 27, 2023, you purchased an annual BODi membership.During your enrollment, you were required to agree to the terms &conditions that outlined this subscription will automatically renew until cancelled.  Like all subscriptions, **** will renew regardless of usage until you cancel. Within those terms, you agreed to automatic renewals which required you to cancel your membership to prevent future charges and eliminate access.

  Our records show that an annual **** prebill email was sent to your email address on file on December *******. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon.
  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  During our comprehensive review we investigated your interactions with our Website and SMS Texts. These are all of the methods that can be used to cancel your subscription. Our records indicate there were no previous cancellation requests received for the annual **** membership, thus the continued renewing of the subscription.

  Your annual **** membership renewed on January 27, 2025. Your annual **** membership was cancelled on January 28, 2025. You will continue to have access until January 27, 2026. No further charges will be processed.

  For digital memberships,the 30-day money back guarantee only applies to the initial order date.Membership renewals are not eligible for a money-back guarantee.
  For additional information on our money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support

  
  

• Initial Complaint

  Date:01/27/2025

  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 purchased the BODi Bike Studio- Natural White / 3 kettlebells and BODi 3 year membership package in November 2024. The package was to include 3 kettlebells. The delivery description did not list the kettlebells. Prior to delivery I inquired with the company about the kettlebells not being included in what was being delivered. I was told that because the package was deeply discounted, it did not include the kettlebells, even though my purchase confirmation clearly lists 3 kettlebells included in the package. I contacted the company and per their customer support representative instructions, I completed their policy exception form requesting that I receive the kettlebells per the purchase agreement. Their website says that once a determination is made regarding the policy exception, the decision is final and no further appeal is possible. They denied my policy exception and then proceeded to offer me a coupon code for $20 off the purchase of $50 instead of fulfilling the package as ordered. I made every attempt to contact the company, but as of January 1, 2025, they no longer have phone support, only chat support. I tried reaching out through the chat and was denied any appeal or even asking questions about this. I called the corporate headquarters and left a message but have not received a return call. I have screen shots of the purchase confirmation that 3 kettlebells were clearly included in the package I purchased that I am attaching to this submission.

  Business Response

  Date: 02/04/2025

  Hello ****,

  The kettlebells are based on the availability of the product. The BODi Bike has been deeply discounted, and per the website at the time of purchase, this offer does not include a kettlebell or dumbbells. The kettlebell and dumbbells are no longer available for purchase. We apologize for the image within your order confirmation email that caused the confusion.

  Sincerely,
  BODi

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22865944
  
  I am rejecting this response because: I ordered the package early on when the sale launched. The kettlebells were absolutely advertised as included in the package, and then confirmed as indicated in my confirmation email. Nowhere in the fine print did it mention that they would be included if available, or not included due to deep discounts. I chose to purchase this specific package because the kettlebells were advertised as being included.
  

  When dealing with customer service directly before filing with the BBB, I was offered a $20 discount off a $50 purchase as a consolation. That only pushed this to feel like a bait and switch tactic where I would be expected to spend more money with this company, to save a little, and most likely have to also cover shipping on that additional purchase, when they clearly have not fulfilled what they were offering in my purchased package. It is not my problem that somewhere within the **** company, the marketing department included kettlebells in the ad that went out to the consumers, if they should not have been included. I do believe **** realized that kettlebells were included and should not have been because a few days after I ordered my package, while the same sale was going on, the kettlebells had been removed from the package.
  

  It is extremely disappointing to me, a longtime customer with over a decade of subscribing, purchasing shakeology, supplements and equipment, is receiving this response with zero flexibility and not owning their mistake. I really believe that **** should own their error, and make it right by providing something of equal value to me since the kettlebells are no longer available, at no expense to me, including me not having to pay for shipping. I believe that a free container of Hydrate or Energize would be of lesser or equal value to the price of kettlebells. 
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/13/2025

  Hello ****,

  We have followed up with you via the email address on file with an update on your concerns.

  Sincerely,

  BODi Support

• Initial Complaint

  Date:01/27/2025

  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 received a charge on my account for automatic renewal yesterday. While I understand that refunds due to non-use are not provided, I received absolutely no notice on the huge price increase from 2 years ago to now. They charged my card (with no courtesy email saying a charge will be forthcoming, which seems in bad faith), and they sent no notification of the price hike. I reached out via text (because there's no number to call) and asked about it, and was told that communication was sent via email in 2023. I asked when, because I didn't receive one---and was informed they don't know, just 2023. They can't provide a date it was sent, or anything that states what was said. Again, it's my opinion this is in bad faith. When a company gets this way, it's not a good sign. There's also problematic ability to communicate. Every phone number directs you to the website. If you're "lucky" you'll locate a number to text, where they give every indication they're not interested in being of any help. I was sent an exception request form with the note that the policy doesn't allow any exceptions and was cut off from further chat. Oh Beachbody---I mean Bodi---what happened to you???

  Business Response

  Date: 01/29/2025

  Hello ******,

  Upon reviewing your account, we have confirmed that on January 26, 2023, you purchased an annual Beachbody On Demand membership at the price of $119 (plus applicable taxes). During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled. 

  As of March 2023,Beachbody On Demand is now BODi.

  Our records show the BODi upgrade notification was sent to your email address on file on December 22,2023.

  Please check your spam and inbox for the e-mail notification with Subject: Upgrading your membership important changes with 35 days of free access!

  This notification advised of the new BODi pricing of $179 (plus applicable taxes) and a link to manage your memberships and subscriptions.

  Your 2024 annual BODi membership renewed on January 26, 2024, at the new pricing.

  Our records show that an annual BODi prebill email for the 2025 annual BODi renewal was sent to your email address on file on December 25, 2024.

  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Your annual BODi membership renewed on January 26, 2025. Your annual **** membership was cancelled on January 27, 2025. You will continue to have access until January 26, 2026.
  For digital memberships,the 30-day money back guarantee only applies to the initial order date.Membership renewals are not eligible for a money-back guarantee.

  For additional information on our money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support

• Initial Complaint

  Date:01/25/2025

  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.

  My complaint is about customer service, or lack there of. I have been a subscriber of bodi formerly beach body on demand for 9 years. My subscription was the $99 annual fee. When my account was to renew this year my payment was unsuccessful because my bank changed my card info. I forgot to update with ****. They did not attempt to reach me regarding failed payment for me to correct. I was emailed that my order had been canceled. When I received this email I logged on saw the issue and updated my payment method. I then reached out to customer service to reinstate my account. I was told this is not possible. I was given a link to send a message for escalation and given the same response to purchase a new membership, but also a $20 coupon to purchase more merchandise from them

  Business Response

  Date: 01/28/2025

  Hello *****,

  Upon reviewing your account, we have confirmed that on January 07, 2018, you upgraded your quarterly Beachbody On Demand membership to an annual Beachbody On Demand membership at the price of $99 (plus applicable taxes). During your enrollment,you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled. 

  As of March 2023,Beachbody On Demand is now BODi.

  Our records show the BODi upgrade notification was sent to your email address on file on December 03,2023.

  Please check your spam and inbox for the e-mail notification with Subject: Upgrading your membership important changes with 35 days of free access!

  This notification advised of the new BODi pricing of $179 (plus applicable taxes) and a link to manage your memberships and subscriptions.

  Your 2024 annual BODi membership renewed on January 07, 2024.

  Our records show that an annual BODi prebill email for the 2025 annual BODi renewal was sent to your email address on file on December 06, 2024.

  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Your 2025 annual BODi membership was scheduled for renewal on January 07, 2025; however, the membership was cancelled due to payment failure.
  We currently, have a BOGO sale for the annual BODi membership and you can purchase a new annual BODi membership and get a second year free at the same price of $179 (plus applicable taxes). This offer ends on February 18, 2025.

  Sincerely,
  BODi Support
  

  
  

  Customer Answer

  Date: 01/28/2025

   
  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:01/22/2025

  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 called and canceled a year subscription on 2023 and just found out I was charged 3 years in a row and only found out because I locked my credit card.

  Business Response

  Date: 01/22/2025

  Hello ******,

  Upon reviewing your account, we have confirmed that on October 13, 2021, you cancelled your previous Beachbody On Demand membership online via self-service. However, on January 22, 2023, you purchased a NEW annual **** membership. During your enrollment, you were required to agree to the terms & conditions that outlined this subscription will automatically renew until cancelled.  

  Our records show that an annual **** prebill email was sent to your email address on file on December 21, 2024. The subject is titled, Reminder, Your BODi Subscription is Renewing Soon. Our systems show that the email was opened/viewed on December 21, 2024.
  This notification advised of the next renewal date and renewal price with a link to manage your membership.

  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.

  During our comprehensive review we investigated your interactions with our Website and SMS Texts. Our records indicate there were no previous cancellation requests received for the annual **** membership, thus the continued renewing of the subscription.

  Your 2025 annual **** membership was scheduled for renewal on January 22, 2025; however, due to payment failure your membership did NOT renew. Currently, you do not have any active memberships or subscriptions and no further charges will be processed.

  For digital memberships, the 30-day money back guarantee only applies to the initial order date. Membership renewals are not eligible for a money-back guarantee.
  For additional information on our money back guarantee policy, please visit: ****************************************************************************.

  Sincerely,
  BODi Support
  

  
  

  Customer Answer

  Date: 01/22/2025

   
  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:01/17/2025

  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.

  **** sale advertised. Subscription renewed and I contacted via chat support (only option) to secure my extra year based on advertisement online. support refused saying tech was aware of wrong information and would not honor the advertisement. i tried calling corporate, no luck. there are no other phone numbers. i also reached out via ********. i have copies of the advert and the chat with so called customer service.

  Business Response

  Date: 01/21/2025

  Hello *******,

  Existing and new customers can take advantage of the **** offer as long as they do not currently have an active BODi Subscription. Existing **** Subscribers cannot add the **** offer onto their current membership. Upon reviewing your account, we see that your annual **** membership renewed on January 13, 2025. If you want to take advantage of the **** offer, you can cancel your current membership and repurchase. However, please note that there are no refunds on BODi renewals.For more details on the BODi **** Offers, view FAQ 10360.

  Sincerely,
  BODi

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22824271
  
  I am rejecting this response because: that is not clearly stated in the advertisement (see original images). I also think that, in such cases, if I contact you within 2 days of renewal to resolve the situation and am told by a bot all i can do is cancel and repurchase but that I won't get my full refund is unfair. I am asking to either have BOGO promotions honored as advertised (see image) or allow me to cancel with full refund and repurchase with BOGO. If I could talk to a human, it would be great but all that has to be done is to basically push a button.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/27/2025

  Hello *******,
  
  The **** FAQ clearly mentions that during December 23, 2024, through February 18, 2025, users that purchase a BODi subscription (1 year, 6 month or 3 month)will get the 2nd term (of same value) for free. The 2nd term subscription is automatically added onto the current subscription and may not be separated,transferred, or gifted. Which means that you would have to purchase a new subscription to get another year free.
  
  The annual BODi prebill email was sent to your email address on file on December 12, 2024. At the time you had approximately 30-days to cancel prior to the next scheduled renewal.

  For digital memberships,the 30-day money back guarantee only applies to the initial order date.Membership renewals are not eligible for a money-back guarantee.
  For additional information on our money back guarantee policy, please visit:****************************************************************************.

  Sincerely,
  BODi Support