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:08/12/2024

  Type:Billing 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.

  Fraudulent activity by company. A deleted account of 2 years ago has my credit card info on file and renewed a deleted account from 2022 on aug *******. Seeking money returned from company.

  Business Response

  Date: 08/19/2024

  Hello Lacey,
  
   Our corporate support team has performed a considerable amount of research into your account.
  
   Investigative Research:
  
   Upon reviewing your account, we have confirmed that on July 8, 2022, you purchased a Total Solution Pack that included a monthly Shakeology Nutritional Subscription, a Preferred Customer Membership free trial enrollment (Subject to a Monthly Fee), a free trial of the monthly BOD Interactive membership that would auto renew until a cancellation request is received, and an annual Beachbody On Demand membership.
  
   During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew annually until cancelled.
  
   Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
   During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
   These are all of the methods that can be used to cancel your subscription.
  
   Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
  
   Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
   On July 23, 2022, you cancelled your BOD Interactive monthly membership via our self-service portal online.
  
   You contacted our customer support team via phone on September 9, 2022, to cancel your Shakeology Nutritional Subscription on your account.
  
   You contacted our customer support team via phone on September 10, 2022, to return a Shakeology Nutritional Subscription order. The Beachbody On Demand membership was requested to stay active per the account notes.
  
   On September 9, 2022, you submitted a request to cancel your Preferred Customer Account.
  
  As of March 2023, Beachbody On Demand is now BODi.
  
   Regarding notifications, we sent you an email to the email address that you entered at enrollment 35-days prior to renewal.
  
   The e-mail notification was sent on June 3, 2023, at 10:05 AM PST and the subject is:
  
   Upgrading your membership important changes.
  
   Within the email notification it outlined pricing, renewal, and account migration to BODi.
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
   At the time, you had the ability to manage your account.
  
   Your BODi annual membership renewed on July 8, 2023.
  
   Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 6, 2024, at 9:09 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
   This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
   At the time, you had the ability to manage your account.
  
   Your next annual BODi membership renewal processing date was on July 8, 2024.
  
   You were sent a notification regarding your renewal being in payment decline.
  
   This notification was sent on July 8, 2024, at 1:13 AM PST,
  July 8, 2024, 1:13 AM PST, July 16, 2024, 9:09 AM PST, July 20, 2024, 9:14 AM PST, July 24, 2024, 9:05 AM PST, July 28, 2024, 9:08 AM PST, August 1, 2024, 9:08 AM PST, August 5, 2024, 9:10 AM PST, and August 9, 2024, 9:13 AM PST.
  
   We can confirm this notification was opened numerous times on August 12, 2024.
  
   Your BODi renewal processed on August 11, 2024.
  
   We can confirm this notification was opened numerous times on August 12, 2024.
  
   On August 12, 2024, you initiated a call with our service team to mention you were charged as you do not have a log in for the account and had nothing to do with the account in years. The representative confirmed the membership renewed as the subscription was on Automatic renewal. You mentioned you called us prior to have everything cancelled. The representative mentioned only the Preferred Customer membership was cancelled and ********************** Nutritional subscription were requested to be cancelled prior and not the BODi membership. The representative went ahead and cancelled the BODi membership so no further charges will occur with access granted until the end of the billing cycle. The representative mentioned you can submit an exception request form with proof to request an exception from our back of house team to review your account thoroughly against our policy. The representative confirmed no future charges would occur on the account.
  
   Responses were sent regarding your exception requests on August 12, 2024.
  
   Please note:
  
   A customer's credit card information (account number and/or expiration date) may be updated in BODi's records if their bank participates in a credit card verification program. Banks that participate in these programs work with companies with whom their clients do business, such as BODi, to inform those companies when there is a change to the client's credit card information. For example, if a credit card's number has changed, or the card is about to expire, the bank may notify BODi of the updated number or expiration date. If a customer's credit card is set to expire, **** may also update the expiration date on the credit card so they can continue to offer the same level of service.
  
   More information can be found on our FAQ article 4464:
  *****************************************************************************
  
   Please visit our FAQ 3438 to fill out the Data Subject Rights Form regarding account deletion.
  Link: *****************************************************************************
  
    Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the July 8, 2024, annual renewal.
  
   Current Account Status:
  Your annual BODi membership renewed on July 8, 2024. Your annual BODi membership was cancelled on August 12, 2024. We have reinstated membership access, and you will continue to have access until July 8, 2025 (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi

• Initial Complaint

  Date:08/11/2024

  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 am filing a complaint as I have done my best through email to have the company itself resolve the issue. I had purchased several programs from this company, and when I went to access it, all of my content is not there. All evidence of my purchases on the website has been erased, but I do have emails of the proof of purchase. No where on their website or their terms and conditions did it state that there was an expiration date when purchased the program. The following programs I purchased are as follows:Muscle ***** Fat 10 Rounds Off the Wall 645 Utlimate Reset The only program I have access to is the Ultimate Reset, which was purchased around the same year as the 3 prior. When accessing their website, they have no true way to reach out to customer service to adjust the matter except to send an email - which has yet to be answered nor did I get a confirmation of them receiving the ticket of my complaint.I want all programs to either be made accessable as my right for purchasing a program and their delivery stating that I do NOT HAVE to have a membership to access full purchased programs, or I want to be reimbursed for the full amount of all programs I do not have access to.Order confirmation #'s as followed:Order Number: STORE_362596929 : Program 645 Order Number: STORE_249077711 : Program MBF (Muscle ***** Fat)Order Number: STORE_254944979. : 9 Week Control Freak Order Number: STORE_228367322. : 10 Rounds I had access to them last year, and this year in which I had gone to their app, and their website, only to have none of my proof of purchase attached to my account, additionally none of those programs available and locked, except for the Ultimate Reset package which I do have access to.

  Business Response

  Date: 08/14/2024

  Hello *****,
  
  
  Our corporate support team has performed a considerable amount of research into your account.
  
  Investigative Research: 
  
  VIP Early Access allows you to have exclusive access to upcoming programs that have not been released to the general public or general BODi members.
  
  Our VIP Early Access FAQ article mentions, You can only buy and access VIP Early Access with an active BODi membership.
  
  Once these programs are available on the member library, they can be viewed with an active BODi membership.
  
  Please see our FAQ article 8276 for more details:
  
  *****************************************************************************
  
  Below are the purchase dates of the VIP streaming access of programs listed on your account:
  
  -December 4, 2021 - JOB 1 Streaming Access
  
  
  -July 8, 2021 - 645 VIP Early Access Stream
  
  
  -April ******* - Let's Get Up! VIP Early Access Stream
  
  
  -December 13, 2020 - 9WCF Early Access
  
  
  -July 7, 2020 - Muscle ***** Fat VIP Early Access Stream
  
  
  -April 28, 2020 - 10 ROUNDS Early Access Stream (We can confirm the Challenge Pack order that included this VIP Early Access was refunded on May 12, 2020)
  
  
  As stated, your purchases only included early access of programs not available on the prior Beachbody On Demand platform at the time of purchase.
  
  
  An active BODi membership is needed to view the programs.
  
  
  Please note: You do not need to be a member of BODi to view content on the Ultimate Reset channel. However, in order to complete the 21-day program, you should purchase an Ultimate Reset kit.
  
  
  Please see FAQ article 9920 for more information below:
  
  
  *****************************************************************************
  
  
  We do have digital only programs for purchase without a BODi membership available. These can be viewed on our new platform BODi.
  
  More information can be found on our FAQ article ***** below:
  
  ******************************************************************************
  
  Current Account Status:
  
  Your previous annual Beachbody On Demand annual membership was cancelled on April 30, 2020.
  
  Response to your Request:
  
  We are not able to provide access to programs that were purchased with VIP Early access.
  
  Unfortunately, were unable to approve your request for a refund outside of the money back guarantee period due to the following: 
  
  The charges you requested a refund for fall outside of the money back guarantee period.
  
  Please view the following money back guarantee FAQ for additional details: ****************************************************************************.
  
  Sincerely,
  
  BODi

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22124378
  
  I am rejecting this response because: I purchased these back in 2020 when BODi was not initially launched. I had sent a inquiry back in that time which should be chat logged or archived prior asking if I had access to this programs for life, and I was told I had been. The VIP access was to access it BEFORE anyone could see it on the membership. I had specifically been told by a customer service representative on the during that time that as long as I purchased the program, I would have access to it for life.
  
  I want the ********* policy and procedures in their purchases of programs & refunds as well as what their product includes, as well as not limited to where during that time of purchase it states it was only available for a limited time, not the 2024 FAQ. I demand a letter stating this was their policy stated during the time I had purchased and that they uphold their due diligence. This was BEFORE they were known as "BODi". During that time, I even had access to P90X because i had purchased it, the physical DVD and was told I had access to it due to me purchasing it.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2024

  Hello *****,

  Our policy remains the same regarding VIP early access purchases since before the migration from Beachbody On Demand to BODi.

  Our VIP Early Access FAQ article mentions, You can only buy and access VIP Early Access with an active BODi membership.
  

  Once these programs are available on the member library, they can be viewed with an active BODi membership.
  

  Please see our FAQ article 8276 for more details:
  ******************************************************************************* stated prior, we are not able to provide access to programs that were purchased with VIP Early access.
  

  Unfortunately, were unable to approve your request for a refund outside of the money back guarantee period due to the following:
  

  The charges you requested a refund for fall outside of the money back guarantee period.
  

  Please view the following money back guarantee FAQ for additional details: ****************************************************************************.
  

  Sincerely,
  

  BODi

• Initial Complaint

  Date:08/10/2024

  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 credit card was charged $179.00 on July 17, 2024, for another year membership. As soon as I saw the transaction, I reached out to Beachbody via phone to explain the situation. I knew my membership would auto renew on July 17, so I logged in at the end of June to make sure to deactivate that feature, as I did not wish to purchase another year. The website was a bit confusing for me; I thought I canceled my membership in order for it not to automatically renew, but I must have made a mistake. I called to explain this, and to also tell them that I have a scheduled surgery for a reverse shoulder replacement, which is why I did not want another year of membership. Beachbody instructed me to fill out a dispute form, which I did, but then they promptly denied my request for a refund.Beachbody is standing by the fact that I had to check a box at the time of my original purchase that I was aware I had to cancel my membership and that if i did not, I could not be refunded.I attempted to explain that I thought I had canceled my membership, but I did it incorrectly. I made a mistake. However, they are refusing to refund my credit card on a technicality. I feel this is extremely insensitive. Beachbody is a multimillion dollar corporation based on fitness and total body wellness, and I need a major surgery (the reason why I did not want the membership, as I cannot use it), and they are showing me zero compassion. Clearly, they are not concerned with mental and emotional wellness, as they claim to be, but only overall profits.

  Business Response

  Date: 08/13/2024

  Hello ********,
  
  Our corporate support team has performed a considerable amount of research into your account.
  
  Investigative Research: 
  
  Upon reviewing your account, we have confirmed that on July 17, 2023, you purchased an annual BODi membership.
  
  During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
  Our systems show that a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 15, 2024, 9:31 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this notification was opened and viewed on June 17, 2024, 5:53 AM PST and June 18, 2024, 12:36 PM PST.
  
  At the time you had the ability to manage your membership and subscriptions prior to the next scheduled renewal.
  
  Your annual BODi membership renewed on July 17, 2024.
  
  We have reviewed your call placed to our service team on July 29, 2024. You mentioned to our service team representative that you logged on to our self-service portal earlier in the month to cancel your membership but were charged. You mentioned you did not have the auto renewal selected as you were made aware when the membership would renew. You also mentioned you did not receive a pre-notification e-mail regarding the renewal. The representative confirmed the membership was not cancelled, and it renewed on July 17, 2024. The representative did cancel the membership on the call and confirmed an automatic e-mail cancellation confirmation was sent. The representative also confirmed the renewal is not eligible for a refund. You continued to request a refund as you could not use the membership and would file a dispute with your financial institution.You requested to speak with someone else. The representative stated the only way to have this escalated is to submit an exception request form to request an exception from our back of house team to review your account thoroughly against our policy. The representative also confirmed that everything is cancelled on the account.
  
  A response was sent on July 29, 2024, regarding your exception request.
  
  During our comprehensive review we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate there were not any previous cancellation requests received, thus the continued renewing of the subscription.
  
  Current Account Status:
  
  Your annual BODi membership was cancelled on July 29, 2024. You will continue to have access until July 17, 2025, (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  1. Per the terms opted into at enrollment,the subscription renewed and was never cancelled.
  
  2.  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi
  
  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22123419
  
  I am rejecting this response because: I have no emails from BODi dated June 15 with renewal information.  I did receive a Weekly Recap on June 16.  Had I received such an email, I would have taken the steps to cancel my account prior to the renewal date.  I did not receive such an email, so I could not have opened it on at 5:53AM.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/15/2024

  Hello ********,

  As thoroughly detailed in our initial response, our systems show that a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 15, 2024, 9:31 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with BODi.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this notification was opened and viewed on June 17, 2024, 5:53 AM PST and June 18, 2024, 12:36 PM PST.
  
  At the time you had the ability to manage your membership and subscriptions prior to the next scheduled renewal.
  
  Your annual BODi membership renewed on July 17, 2024.
  
  During our comprehensive review we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate there were not any previous cancellation requests received, thus the continued renewing of the subscription.
  
  Current Account Status:
  
  Your annual BODi membership was cancelled on July 29, 2024. You will continue to have access until July 17, 2025, (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  1. Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  2.  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22123419
  
  I am rejecting this response because: I have searched my Inbox and Spam folder.  I cannot find an email with the subject you referenced.  I did attempt to cancel my membership.  I did it incorrectly, and I apologize for that.  I plugged a reminder into my phone calendar on June 29 because it was my intention all along to cancel my membership, as I have an upcoming shoulder surgery scheduled. I am asking for you to make a one time exception and refund me the $179 to cancel my membership effective immediately, as I have a surgery and months of physical therapy ahead of me and am unable to workout as I was before.

  I apologize I did this incorrectly. I am asking you to be considerate of my current situation (torn rotator cuff), and to make a one time exception to your policy and refund me the money.  

  I hope you will be empathetic and compassionate and agree to my request of a one time exception.

  I look forward to hearing your response.

  With Respect,
  *******************************

  Business Response

  Date: 08/20/2024

  Hello ********,
  
  We sincerely empathize with your current situation but as thoroughly detailed in our follow up response, our systems show that a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 15, 2024, 9:31 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with BODi.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this notification was opened and viewed on June 17, 2024, 5:53 AM PST and June 18, 2024, 12:36 PM PST.
  
  At the time you had the ability to manage your membership and subscriptions prior to the next scheduled renewal.
  
  Your annual BODi membership renewed on July 17, 2024.
  
  During our comprehensive review we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate there were not any previous cancellation requests received, thus the continued renewing of the subscription.
  
  Your annual BODi membership was cancelled on July 29, 2024.
  
  You will continue to have access until July 17, 2025, (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  1. Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  2.  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 generous MBG policy, please visit: ****************************************************************************.

  Unfortunately, theres no additional recourse considering you were significantly outside of our money back guarantee policy when you contacted to cancel and request a refund.
  
  If youre still unsatisfied,we recommend that you contact your financial institution for further resolution.
  
  Sincerely,
  
  BODi

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22123419
  
  I am rejecting this response because: This is ridiculous.  I will be contacting BBB, my financial institution, as well as sharing my experience on all social media platforms, and possible my local St. Louis news stations.  I am disappointed in your lack of effort to reach any type of resolution with me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/08/2024

  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.

  **** charged my card for a product I haven't used in months and was under the impression was cancelled. I immediately cancelled when I saw the charge, but beach body is refusing to give me the $ they charged me in error back, saying I have to use their services for entire year. I haven't used their services in months, I cancelled as soon as I saw the charge, and I'd like a full refund.

  Business Response

  Date: 08/09/2024

  Hello ******, 
  
  Our corporate support team has performed a considerable amount of research into your account. 
  
  Investigative Research: 
  
  Upon reviewing your account, we have confirmed that on August 7, 2022, you purchased a Total Solution Pack that included a monthly Shakeology Subscription, a Preferred Customer Membership enrollment (subject to a monthly fee), a free trial of BOD interactive (subject to a monthly renewal), a Beachbody Performance Energize subscription, and an annual Beachbody On Demand membership.
  
  During your enrollment, you opted into the terms & conditions that outlined the Beachbody On Demand membership will automatically renew annually until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  On September *******, you logged into your self-service portal and cancelled your Shakeology subscription.
  
  During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text. These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
  
  As of March 2023, Beachbody On Demand is now BODi.
  
  Regarding notifications, we sent you an email to the email address that you entered at enrollment 35-days prior to renewal.  
   
  The e-mail notification was sent on July 3, 2023, at 10:03 AM PST and the subject is:
  
  Upgrading your membership important changes.
  
  Within the email notification it outlined pricing, renewal,and account migration to BODi.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this notification was opened and viewed on July 3, 2023, at 10:13 AM PST.
  
  At the time, you had the ability to manage your membership
  
  Your BODi annual membership renewed on August 7, 2023.
  
  On February 23, 2024, you placed a Nutritional order online for Shakeology, Shakeology Boost, and Shakeology Vegan Sampler.
  
  On April 1, 2024, you placed a Nutritional order online for Shakeology and Shakeology Boost.
  
  Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on July 6, 2024, at 9:11 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this notification was opened and viewed on July 6, 2024, at 9:11 AM PST.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
  At the time, you had the ability to manage your membership
  
  On July 18, 2024, you placed a Nutritional order online for Shakeology Boost.
  
  Your annual BODi membership renewed on August 7, 2024.
  
  On August 8, 2024, you cancelled your BODi annual membership online using our self-service portal with access granted until the end of the billing cycle on August 7, 2025.
  
    Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the August 7, 2024, annual renewal. 
  
  Current Account Status:
  
  Your annual BODi membership renewed on August 7, 2024. Your annual BODi membership was cancelled on August 8, 2024. You will continue to have access until August 7, 2025 (your account will NOT automatically renew).
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 generous MBG policy, please visit: ****************************************************************************.

  Additional details were sent to your e-mail address on file regarding your account history.
  
  Sincerely,
  
  BODi
  

  
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22112656
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2024

  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.

  Like others posted here, I also am confident I cancelled my account last year. I EVEN removed my payment details from my account, yet, they still charged me.They love to claim they sent out a reminder email, but I don't have it. When I requested a refund, they claimed they sent another email reminding me of this. HOWEVER, they have since changed names AND the screenshot of the email they sent me is very misleading. Their response is a blatant lie. I absolutely did not open this email. I might have mass deleted my junk folder in which this email could have been in, but again, they changed names since I subscribed 2 yrs ago. "Our system shows that we sent you an email about the "Pre-Bill" notification on 7/02/2024 and it was opened/viewed on the same day. Subject Line: Your next year of results with BODi ************** is a scam!

  Business Response

  Date: 08/09/2024

  Hello ********,
  
  Our corporate support team has performed a considerable amount of research into your account.
  
  Investigative Research:
  
  Upon reviewing your account, we have confirmed that on August 3, 2022, you signed up for a Beachbody On Demand annual membership.
  
  During your enrollment, you opted into the terms & conditions that outlined this membership will automatically renew annually until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  During our comprehensive review we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
  
  As of March 2023, Beachbody On Demand is now BODi.
  
  Regarding notifications, we sent you an email to the email address that you entered at enrollment 35-days prior to renewal.  
  
  The e-mail notification was sent on June 29, 2023,at 10:02 AM PST and the subject is:
  

  "Upgrading your membership important changes."
  
  Within the email notification it clearly outlined pricing, renewal, and account migration to BODi.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this message was opened and viewed on June 29, 2023, at 10:09 AM PST and June 29, 2023, at 10:37 AM PST.
  
  At the time, you had the ability to manage your membership.
  
  Your BODi annual membership renewed on August 3, 2023.
  
  There was no prior cancellation request for this membership.
  
  Based on a detailed review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on July ******, at 9:04 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this message was opened and viewed on July 2, 2024, at 9:07 AM PST and July 2, 2024, at 9:08 AM PST.
  
  At the time, you had the ability to manage your membership.
  
  Your annual BODi membership renewed on August 3, 2024.
  
  On August 6, 2024, you cancelled your BODi annual membership online using our self-service portal with access granted until the end of the billing cycle on August 3, 2025.
  
  Current Account Status:
  
  Your annual BODi membership renewed on August 3, 2024. The annual BODi membership was cancelled on August 6, 2024. You will continue to have access until August 3, 2025 (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi

  
  

• Initial Complaint

  Date:08/08/2024

  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 the same issue as prior customers of Bodi. I canceled my ********************** on Demand membership last year. To my surprise I get charged this year for the membership. I called into customer service who explained they have a no 30-day refund policy / refund policy for recurring memberships. I explained I canceled my membership so I shouldn't have been charged. The lady continued to speak over me and state policies to me. I asked for a manager and she said she did not have a manager to transfer me to that I would have to fill out a form and someone would get back to me. I persisted to ask for a manager and the lady hung up on me.

  Business Response

  Date: 08/13/2024

  Hello Crystal,
  
  Our corporate support team has performed a considerable amount of research into your account.
  
  Investigative Research: 
  
  Upon reviewing your account, we have confirmed that on August 3, 2023, you purchased a Total Solution Pack online.
  
  Your package included a Shake & Hustle Nutritional monthly subscription, a Preferred Customer Membership Enrollment (Subject to a Monthly Fee), and an annual BODi membership.
  
  During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  On August 11, 2023, the Shake & Hustle subscription was modified to a Beachbody Performance Energize Strawberry Lemonade subscription via our self-service portal online. You then cancelled the Beachbody Performance Stack as an add on order and the Beachbody Performance Energize Strawberry Lemonade subscription via our self-service portal online.
  
  On August 11, 2024, you reinstated the Beachbody Performance Energize Strawberry Lemonade subscription via our self-service portal online
  
  On August 11, 2023, you purchased a Beachbody Performance Stack Nutritional monthly subscription online.
  
  On August 11, 2023, you contacted our service team via Chat and requested to update your Nutritional Subscriptions on the account where the representative provided assistance.
  
  On August 13, 2023, you cancelled the Beachbody Performance Energize Strawberry Lemonade subscription via our self-service portal online.
  
  On August 14, 2023, your Beachbody Performance Stack Nutritional monthly subscription renewed.
  
  On August 17, 2023, you contacted our service team via Chat regarding the Beachbody Performance Stack order that processed on August 14, 2023. The representative provided account information and return assistance.
  
  On September 4, 2023, you contacted our service team via Chat to request order returns for the Total Solution Pack and Beachbody Performance Stack. The representative provided return assistance along with courtesy pre-paid return labels.
  
  On October 2, 2023, you cancelled the Beachbody Performance Stack Nutritional monthly subscription online via our self-service portal online.
  
  On October 26, 2023, you contacted our service team via Chat to request order return status. The representative confirmed the return labels provided did not show usage and requested more information if another carrier was used for the two returns. A response was not provided by you.
  
  We have confirmed that on November 11, 2023, you purchased a Total Solution Completion Pack online. Your package included a Shakeology Nutritional monthly subscription. On your order you were able to upgrade your Preferred Customer Membership to a Partner account enrollment (Subject to a ************************ Fee).
  
  On November 28, 2023, you contacted our service team via Chat and requested a refund of your Total Solution Completion Pack purchase from November 11, 2023. The representative provided the *** article 8324 on how to return a product.
  
  On December 7, 2023, you cancelled your Shakeology Nutritional subscription online via our self-service portal.
  
  On December 7, 2023, you submitted a request to cancel your Partner Account.
  
  During the cancellation flow of the Partner Account, you are presented with the option to keep certain subscriptions or cancel.
  
  Your Partner Account cancellation form submission shows that you requested to keep the BODi annual membership.
  
  We can confirm the Partner Account Cancellation form submission received shows Keep Continuity: *********.
  
  Order number ********* is associated with the August 3, 2024, renewal of the BODi annual membership.
  
  You can review this information on your Partner Cancellation confirmation e-mail.
  
  On December 8, 2023, you contacted our service team via Chat and requested a return authorization your Total Solution Completion Pack purchase from November 11, 2023. The representative provided the *** article 8324 on how to return a product and provided a return authorization number. You did not request to cancel the BODi membership on this interaction.
  
  Because your annual BODi membership was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
  Our systems show that a pre-bill notification for the 2024 BODi annual renewal was sent to you on July 2, 2024, 9:22 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this notification was opened and viewed on July 2, 2024, 1:07 PM PST and multiple times on August 8, 2024.
  
  At the time you had the ability to manage your membership and subscriptions prior to the next scheduled renewal.
  
  Your annual BODi membership renewed on August 3, 2024.
  
  On August 6, 2024, you cancelled your BODi annual membership online using our self-service portal with access granted until the end of the billing cycle on August 3, 2025.
  
  During our comprehensive review we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate there were not any previous cancellation requests received, thus the continued renewing of the subscription.
  
  Current Account Status:
  
  Your annual BODi membership was cancelled on August 6, 2024. You will continue to have access until August 3, 2025, (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  1. Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  2. 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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi
  
  

• Initial Complaint

  Date:08/06/2024

  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.

  Last year I purchased a service with Beachbody. After the initial purchase I saw there was an auto renewal so I made sure to cancel the renewal. I was worried that in a years time I would get busy with life and not realize there was an auto renewal setup. I didnt realize at this time the site has two locations you have to cancel the auto renewal. Had I realized that I wouldve been sure to cancel in both locations. Since the purchase Ive had a job change and Im currently on maternity leave. I will not return to work for a few weeks, so Im still without a paycheck at this time. Had I realized the auto renewal wasnt completely canceled I wouldve taken care of this so it didnt take from my limited funds. Unfortunately companies like Beachbody hide this information to set customers up to lose funds. When I contacted the company they are refusing to help in this matter. I believe companies like this should have to email customers letting them know prior to funds leaving their account with things like auto renewal. If there is anyway you can help me in this matter.

  Business Response

  Date: 08/07/2024

  Hello *******, 
  
  Our corporate support team has performed a considerable amount of research into your account. 
  
  Investigative Research:
  
  Upon reviewing your account, we have confirmed that on August 6, 2023, you purchased a Total Solution Pack online that included a monthly Nutritional subscription of Shake & Hustle and an
  annual BODi membership.
  
  During your enrollment, you opted into the terms & conditions of the BODi annual membership that outlined this subscription will automatically renew annually until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  On August 18, 2023, you logged into our self-service portal online and cancelled the monthly Nutritional subscription of Shake & Hustle.
  
  During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
  
  Because your subscription was not cancelled,it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
  Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on July 5, 2024, at 9:08 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  At the time, you had the ability to manage your membership.
  
  Because your subscription was not cancelled,it auto renewed per the Terms and Conditions that you opted in to at enrollment.
  
  Your annual BODi membership renewed on August 6, 2024.
  
  On August 6, 2024, you cancelled your BODi annual membership online using our self-service portal with access granted until the end of the billing cycle on August 6, 2025.
  
  We have reviewed your call placed to our service team on August 6, 2024. You mentioned you thought you cancelled your BODi membership prior, but it renewed. You requested a refund of the renewal as you cancelled the BODi membership the date of call. The representative confirmed the cancellation of the membership and mentioned digital renewals do not qualify for a refund under our Money Back Guarantee as initial enrollment orders qualify. You mentioned you cancelled this membership prior. The representative confirmed the only subscription cancelled prior was the Shake & Hustle Nutritional subscription and not the BODi membership. The representative mentioned you can submit an exception request form to request an exception from our back of house team to review your account thoroughly against our policy.
  
  A response was sent on August 6, 2024,regarding your exception request.
  
    Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the August 6, 2024, annual renewal. 
  
  Current Account Status:
  
  Your annual BODi membership renewed on August 6, 2024. Your annual BODi membership was cancelled on August 6, 2024. You will continue to have access until August 6, 2025 (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  
  BODi 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22101019
  
  I am rejecting this response because:
  With further investigation in my email inbox and junk mail I have no email regarding the next year. I had no opportunity to see the email to cancel the account. Again when i cancelled the original pre enrollment, I was under the assumption it was for the entire account. I didnt realize there are two locations to stop preenrollment. With me calling the day the new account started I believe is still adequate time to allow me to cancel the account and receive and refund. With inspection of my account it will be seen at this time Ive yet to utilize any services they offer since the new year of enrollment began. 
  Sincerely,
  
  *******************

  Business Response

  Date: 08/08/2024

  Hello *******, 
  
  We can confirm your Total Solution Pack purchase confirmation e-mail was sent to you on August 6, 2023, 5:41 PM PST.
  
  The terms of the BODi annual membership were explicitly defined in the purchase confirmation below with a link to manage your membership:
  
  After 1 year, you'll automatically continue your membership for $179 (plus applicable taxes), billed every 12 months in advance to the credit card you provide today, until you cancel. Manage or cancel your membership anytime by clicking here.
  
  At the time, you had the ability to manage your account.
  
  As detailed in our initial response, a pre-bill notification for the 2024 BODi annual renewal was sent to you on July 5, 2024, at 9:08 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  At the time, you had the ability to manage your membership.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted in to at enrollment.
  
  Your annual BODi membership renewed on August 6, 2024.
  
  On August 6, 2024, you cancelled your BODi annual membership online using our self-service portal with access granted until the end of the billing cycle on August 6, 2025.
  
    Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the August 6, 2024, annual renewal. 
  
  Current Account Status:
  Your annual BODi membership renewed on August 6, 2024. Your annual BODi membership was cancelled on August 6, 2024. You will continue to have access until August 6, 2025 (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  On April 6 I was charged $142.11 for a charge I did not do. I tried repeatedly to call this company and left messages with no reply. I went to my bank and reported it as fraud. The charges happened monthly in varying amounts, products are being sent to ********************* in *******, ******** - this is not me. Bank canceled my card and reoccurring charges are coming onto my newest card. Bank had to shut this down too.

  Business Response

  Date: 08/09/2024

  Dear ******,
  
  After conducting a thorough review of your request, account details, and customer service contacts, we understand that you believe the transaction in question was not authorized by you or occurred on an account that you are not the owner of.
  
  We understand that you have already contacted your financial institution regarding this order.
  
  You may also want to review your account activity and report any unauthorized transactions to your financial institution.
  
  Generally, your financial institution will be able to take the appropriate action to protect your account.
  
  If your bank determines that the charges on your account are suspicious and within their policy, they generally have processes to help support you.
  
  Sincerely,
  
  BODi

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22096038
  
  I am rejecting this response because I simply want them to stop charging me and sending their products to someone in another state
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2024

  Hello ******,

  As mentioned on your previous response, you have already contacted your financial institution regarding the charge in question.

  If your bank determines that the charges on your account are suspicious and within their policy, they generally have processes to help support you.

  We apologize for the inconvenience this matter has caused.

  Sincerely,

  BODi 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22096038
  
  I am rejecting this response because I have contacted my bank every month since April and this company continues charging me at least once monthly on reoccur charges. My bank has reissued my credit card twice and this company somehow gets my new account number and keeps charging me. I have contacted Mastercard and they recommend I file a police complaint and the Better Business Bureau. Please advice next steps
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  Hi ******,
  
  We have taken the necessary steps to prevent these orders being placed moving forward.
  
  Again, contacting your financial institution would be the best recourse at this time.
  
  If your bank determines that the charges on your account are suspicious and within their policy, they generally have processes to help support you.
  
  We apologize for the inconvenience this matter has caused.
  
  Sincerely,
  
  BODi 

• Initial Complaint

  Date:08/02/2024

  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.

  On 8/1 my account was auto-renewed. I guess I had not, but I thought I had cancelled the auto-renew option.In any case, on 8/1 with charges still pending, I immediately contacted the company to resolve the issue and receive a refund. This shouldn't be a problem since I had not used the product and it was the day of.Customer support refused to transfer my call for further support and sent me a policy exception form.This form ironically positions their policy as in the best interest of fairness when they state, "As a reminder, we hold our customers and our company to the terms and conditions that were agreed to at purchase and/or sign up."Of course, to sign up for the services, you have no choice but to accept the terms, which their response team terms as, "opting in."I never received a 30-day reminder, which the company claims they send.The occurrences of these incidences is incredibly common as witnessed by complaints on this site as well as others such as ************************************************************

  Business Response

  Date: 08/06/2024

  Hello *******, 
  
  Our corporate support team has performed a considerable amount of research into your account. 
  
  Investigative Research:
  
  Upon reviewing your account, we have confirmed that on August 1, 2023, you purchased an annual BODi membership online.
  
  During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew annually until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
  Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 30, 2024, at 9:53 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  At the time, you had the ability to manage your membership.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted in to at enrollment.
  
  Your annual BODi membership renewed on August 1, 2024.
  
  We have reviewed your call placed to our service team on August 1, 2024. You mentioned you thought you cancelled your membership, but it renewed. You requested a refund and a cancellation of the membership. The representative processed a cancellation of the membership auto renewal and confirmed that renewals do not qualify for a refund under our Money Back Guarantee while providing the *** article #*** with the policy. You requested to speak with someone else. The representative mentioned you can submit an exception request form to request an exception from our back of house team to review your account thoroughly against our policy. You continued to ask for a supervisor on the duration of the call. The representative mentioned and confirmed the only way you can escalate this inquiry to our corporate team is to submit an exception request form to request an exception from our back of house team to review your account thoroughly against our policy.
  
  A response was sent on August 2, 2024, regarding your exception request.
  
    Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the August 1, 2024, annual renewal. 
  
  Current Account Status:
  
  Your annual BODi membership renewed on August 1, 2024. Your annual BODi membership was cancelled on August 1, 2024. You will continue to have access until August 1, 2025 (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi
  
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22083213
  
  I am rejecting this response because: first, Bodi has a 1.13 rating on BBB and 1.3 rating in Trustpilot. It is obvious the issue is not with their customers but with them.

  It is further unclear, from an ethical and business standpoint, why they take such a stand. It can only be assumed they are tying to sell the company and are attempting to "cook the books" as it were by showing untrue profits and customers.

  More importantly, **** claims in various responses to such complaints that they send a reminder 30 days prior to renewal. I did not receive such a reminder. 

  Further, I cancelled the day I was alerted. Clearly, i acted in good faith. Clearly they are not.

  To continue to claim that customers opt-in to policies they are forced to agree with is just plain wrong.

  Bottomline: i never received an email reminder. I canceled within hours of being made aware. I am acting in good faith.

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

  Business Response

  Date: 08/08/2024

  Hello *******,
  
  We can confirm your BODi annual membership enrollment confirmation e-mail was sent on August 1, 2023, 9:10 AM PST at the time of enrollment.
  
  The terms of the membership were explicitly defined in the BODi membership enrollment confirmation below with a link to manage your membership:
  
  After 1 year, you'll automatically continue your membership for $179 (plus applicable taxes), billed every 12 months in advance to the credit card you provide today, until you cancel. Manage or cancel your membership anytime by clicking here.
  
  At the time, you had the ability to manage your account.
  
  As previously stated in our follow up communication, a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 30, 2024, at 9:53 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  At the time, you had the ability to manage your membership.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted in to at enrollment.
  
  Your annual BODi membership renewed on August 1, 2024.
  
  Your annual BODi membership was cancelled on August 1, 2024.
  
  You will continue to have access until August 1, 2025 (your account will NOT automatically renew).
  
  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 generous MBG policy,please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22083213
  
  I am rejecting this response because: I did not receive the renewal email. I see you indicated that you claim to have sent it but it was not received.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2024

  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 cancelled a subscription exercise service and was charged for the subscription the same day and the company is refusing to issue a refund even though I cancelled on the appropriate date. In addition the company makes it intentionally difficult to speak with a customer service rep who can offer a resolution to an issue.

  Business Response

  Date: 08/06/2024

  Hello *****, 
  
  Our corporate support team has performed a considerable amount of research into your account. 
  
  Investigative Research: 
  
  Upon reviewing your account, we have confirmed that on July 11, 2021, you purchased an annual Beachbody On Demand membership online.
  
  During your enrollment, you opted into the terms & conditions that outlined this subscription will automatically renew annually until cancelled.
  
  Like all digital subscriptions, the renewal is not based on usage it continues to renew until you cancel your subscription.
  
  During our comprehensive review, we investigated your interactions with our Website, Phone contacts, Chats, and SMS Text.
  
  These are all of the methods that can be used to cancel your subscription.
  
  Our records indicate that you never cancelled your subscription, thus the continued renewing of the subscription.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted into at enrollment.
  
  As of March 2023, Beachbody On Demand is now BODi.
  
  Regarding notifications, we sent you an email to the email address that you entered at enrollment 35-days prior to renewal.
  
  The e-mail notification was sent on June 6, 2023, at 10:02 AM PST and the subject is:
  
  Upgrading your membership important changes.
  
  Within the email notification it outlined pricing, renewal, and account migration to BODi.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this message was opened and viewed on June 6, 2023, at 4:14 PM PST.
  
  At the time, you had the ability to manage your membership.
  
  Your BODi annual membership renewed on July 11, 2023.
  
  Upon further review of your account, a pre-bill notification for the 2024 BODi annual renewal was sent to you on June 9, 2024, at 9:25 AM PST.
  
  Please check your spam and inbox for the e-mail notification with Subject: Your next year of results with ****.
  
  This notification advised of the next renewal date and renewal price with a link to manage your membership.
  
  We can confirm this message was opened and viewed on June 9, 2024, at 1:21 PM PST.
  
  At the time, you had the ability to manage your membership.
  
  Because your subscription was not cancelled, it auto renewed per the Terms and Conditions that you opted in to at enrollment.
  
  Your annual BODi membership renewed on July 11, 2024.
  
  On July 11, 2024, you cancelled your BODi annual membership online using our self-service portal with access granted until the end of the billing cycle until July 11, 2025.
  
    Based on a detailed review on your account history, contacts with our service team, and self-service portal interactions, there were no request to cancel your BODi membership prior to the July 11, 2024, annual renewal. 
  
  Current Account Status:
  
  Your annual BODi membership renewed on July 11,2024. Your annual BODi membership was cancelled on July 11, 2024. You will continue to have access until July 11, 2025 (your account will NOT automatically renew).
  
  Response to your Request:
  
  Due to the results of our research listed above, were unable to approve your exception request for a refund for the following reasons:
  
  Per the terms opted into at enrollment, the subscription renewed and was never cancelled.
  
  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 generous MBG policy, please visit: ****************************************************************************.
  
  Sincerely,
  
  BODi