Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2023

  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 cancelled my subscription, but my refund went to the same card which I initially used to pay for it, and not the new form of payment. The other card was cancelled and did not exist when I cancelled my subscription. I immediately contacted BeachBody and they said they cannot change the payment information and I need to wait 30 days for the bank to decline the refund. I waited, and contacted **** after those 30 days again. This time they said I need to contact my bank. I did, and they said if money goes to a card that doesnt exist anymore it goes directly back to the merchant. There was no money on the card or any of my accounts. I contacted Beachbody again, and they just keep repeating to talk to the bank. This is absolutely ridiculously and the only time Ive had this issue. How are they not able to issue the refund to the correct card? Its been over a month and a half, I texted them 5 times, and gotten the same crappy answer. My emails are returned back to me, because their costumer service email apparently doesnt exist anymore, and Im not able to reach them to speak with someone. I am out $194 because they are not able to do what every other company can do without any issues.

  Business Response

  Date: 10/13/2023

  Hello ********,
  We have sent you an email to the email address on file with additional information regarding your refund status.
  Sincerely,
  BODi

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20728141
  
  I am rejecting this response because: I have not received an email from you in regards to refund.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/17/2023

  Hello ********,

  The email was sent to the email address associated with your BODi account. It appears this may be an alternate email address.

  Upon reviewing your account, a refund was processed on August 28, 2023 for the annual BODi membership that you purchased on August 1, 2023.

  Please note, when a refund is processed, the funds will post to the credit card connected to the original order.

  Please view the following FAQ for additional details: *****************************************************************************.

  Sincerely,
  BODi

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership back in 2020 with Beachbody but just discovered my card was just charged in August 2023 for $192 and has been charged every year to date. When I called CS to dispute this charge I was told I had only cancelled a portion of my membership and had to fill out a form to file a claim. I asked for email confirmation of when my card was charged and was told it could not be provided. I just want a refund for the current charge as I had no idea I was still being charged.

  Business Response

  Date: 10/17/2023

  Hello ****,
  We have issued a refund of the recent BODi charge on October 17, 2023. Please allow five days to receive depending on your financial institution.
  Sincerely,
  BODi

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase the $170 subscription only to have Beachbody pull some of the access to programs I originally had. I provided evidence of this and the chat customer service person refused to escalate or help. Email used for the account is **********************

  Business Response

  Date: 10/12/2023

  Hello *******,
  We have provided additional details regarding what is included with the annual BODi membership to your email address. Please note, to access the full content of Chop Wood Carry Water, you would need to purchase the program. BODi members have the option to access the sample workout prior to purchasing the program.
  The program will be added to the member library in March of 2024.
  We sincerely apologize for any confusion caused.
  Sincerely,
  BODi

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an MX bike on 9/22/23. The people who delivered it put it in my office and then quickly left. I could not look at the bike or test it before they ran out. Once I saw the bike, it looked used or refurbed. The wheels were gritty and there are marks on the side. When I tested the bike it was making sounds. I called Beachbody about the issues the next day 9/23. The person I spoke with said I would get a replacement bike and to wait 48 hours for a response from the *** team. Once I got the response they asked for pictures which I sent. They told me they would not send a new bike but would send me replacement parts that I would need to install - the bike weighs 150 lbs and I need to replace wheels? And the side pieces, I will need to go buy special tools. Crazy. Then sometime in the future a tech will come fix whatever else is wrong that is causing the sounds. I was also told that a new process was in place and these issues would not happen in the future so I was just unlucky. Over the next 8 days I have been given the run around - probably called 10 times. Been told an exception was made and a new bike would be sent. Then did not hear anything. The lack of being able to talk to one of the *** support people is a big part of the problem. Today, I am told too bad you have no recourse. I can return the bike but for a $250 restock fee per the Home Trial. Well, I have not been able to trial the bike because it does not work properly. I just want to return the bike and get ALL my money back.

  Business Response

  Date: 10/06/2023

  Hello ******,
  We understand that you have experienced issues with your Bike upon delivery. We are truly sorry for your experience. We have confirmed that you are currently in communication with our Bike support team, and you have agreed to have replacement parts sent and a technician to arrive to assist in replacing the damaged parts.The estimated timeframe on contact time and visit was relayed in the communication from our Bike team. Please note, if you would like a return,since you did purchase a BODi Bike Studio, the restocking fee is a mandatory deduction.
  Again,we apologize for your experience in this matter, and we are currently working with you to ensure your Bike is functioning as intended.
  Sincerely,
  BODi

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20695927
  
  I am rejecting this response because I received an inoperable and damaged bike. It appears to be used. I really want a refund but was told that I have no recourse but to accept fixing the bike. It is laughable that I get a 30 day trial period when I have not been able to use the bike as of yet - and I have had it for 2 weeks.  The support process has been atrocious. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/10/2023

  Hi ******,

  We have followed up with you via the email address you have on file with additional details.
  At this time, we will consider this matter resolved.

  Sincerely,
  BODi

• Initial Complaint

  Date:10/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company refused to refund my money after I cancelled my membership. I tried the new upgraded and more expensive Bodi website for several days and cancelled my membership within the 30 days cancellation period. I chose cancel immediately option, received cancellation confirmation email. When I didnt get my refund, I called and got a two hour run around about how on their side it looks like I cancelled the renewal next year. Even after sending all screenshots of my emails and my account where there is no active membership showing their decion was to not issue my refund. And their decision is final. The fact that my Customer agreement states renewal at $119.88 and they charged my card $193.77 doesn't matter to them. Oh, but heres a 10% coupon if you buy something over $500. What a joke. I have used this program for over 10 years and I will never recommend them again to anyone due to very poor customer service and their refusal to honor cancellation when you decide to cancel.And looking at a lot of very similar complaints their automated reply here will be they we all cancelled renewal. I have screenshots and emails stating that I cancelled my membership immediately not cancelled my membership renewal effective next year, but the company completely ignored that in my dispute form.

  Business Response

  Date: 10/05/2023

  Hello ********,

  We have processed a refund for your annual BODi renewal as your cancellation request was within our 30-day money back guarantee timeframe.Please allow five days to receive depending on your financial institution.

  Sincerely,
  BODi

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beachbody LLC, now under a new name of **** has repeatedly charged my credit card for $179.00 for a membership I did not authorize. Ive attempted to contact their business multiple times with no representatives ever available and waiting hours in hold. I have disputed the charges and they continue to re-charge my credit card.

  Business Response

  Date: 10/04/2023

  Hi Rachael, 
  
  We have reviewed our files and in response to the complaint we wish to provide the following summary of your account history.
  
  On July 18, 2019, you purchased a Morning Meltdown Total Solution Pack,which included an annual Beachbody On Demand membership and a monthly Shakeology Caf Latte bag. On October 21, 2019, you requested the cancellation of the Shakeology Caf Latte subscription via chat with our customer service team. The cancellation was processed as requested. Your annual Beachbody On Demand membership remained active due to no prior cancellation requests received. Like all memberships that auto-renew, you will continue to receive access and be billed regardless of usage until you take the action to cancel.
  
  On July 18, 2023, your annual BODi (previously Beachbody On Demand) membership renewed. Our records indicate that prior to the latest charge, you were sent an email detailing the upgrade to BODi on June 13, 2023.
  
  Your annual BODi membership was cancelled on October 2, 2023, and you will continue to have access until July 18, 2024.
  
  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:09/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beach Body charged me for a product that I no longer used and believed to be canceled. To my surprise on a card that I hardly used I see a charge for $179 that I was not familiar with. As soon as I discovered this charge in May 2023, I logged in and discovered my subscription that I thought had been canceled said it had been "Moved". I contacted BB and asked for a refund because I was not aware of the subscription renewal and they did not send me a notification of the renewal. They said they sent a notification in Feb 2023 and was denied a refund. BB had sent hundreds of sales solicitation emails that I of course disregarded and wasn't until I went back the only email regarding this topic, the subject line states " You are getting an upgrade!". Reasonably this was viewed as another sales solicitation email and unopened as the subject line did not contain anything notifying the customer of a charge or in this case a complete change in product, a renewal AND an 33% price increase. Beachbody was sued in 2017 by the ************************** for automatic charges and renewals and was ordered by the court to not only pay over $3.7 million but to change their business practices and properly notify customers of upcoming renewals. Stating "You are getting an upgrade!" in the subject line fails to abide by the court order as the emails was amongst hundreds of emails from them when previously shipping increased a $1 they clearly stated" Attention: Important information about your account" in the subject line. Additionally, I never agreed to a price increase and would have canceled the subscription within their "30 day window" had I been properly notified or even sent a receipt as they had always done with ALL other transactions. I am requesting a full refund of the $179 due to Beach B not following the judgement from the courts and unscrupulous business practice in underhandedly charging customers without their knowledge or providing a receipt for proof of the purchase.

  Business Response

  Date: 10/04/2023

  Hi ******,??

  We have thoroughly reviewed your account details and customer service contacts. Your annual BODi membership renewed on March 16, 2023. Our systems show that notification was sent on February 7, 2023, regarding the BODi upgrade. The email shows that it was opened/viewed on April 27, 2023. In this communication you were notified of the upcoming renewal price and date, including our new membership benefits and access in the body of the email.

  Unfortunately, were unable to approve your exception request for a refund. Here are some of the facts used to consider your request: Beachbody on Demand has been retired and all Beachbody on Demand memberships are being migrated to BODi upon the membership renewal. Per requirement, ample notification was provided 35-days prior to the migration of BODi. You were also given an additional 30-days (65-days in total) to contact us, cancel and request a refund. Rest assured that BODi went above and beyond protocol and industry best practices with notification and implementation of the price increase.

  Sincerely,??
  BODi 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20675586
  
  I am rejecting this response because: Their claim of sending me an renewal email and showing it was opened by me is completely false (lie). Beachbody does not have access to my Gmail account so how are they to know what emails I've opened and read? Had a proper notification been sent I would have cancelled it immediately as I didn't use the product and would never agree to a 33% increase. Additionally, no receipt was ever sent to me about the renewal which would have notified me of the transaction and allowed me to cancel. Both are in violation of business ethics and the court ordered change in their business practice. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/09/2023

  Hello ******,

  Upon membership purchase, the terms and conditions must be acknowledged by clicking the check boxes prior to completing your purchase. Under these terms and conditions, you agreed to automatic renewals for your Beachbody On Demand (now BODi) membership. Our systems show that we did send you notification prior to your renewal on February 7, 2023. On the membership renewal notification,we provided an option to manage your membership and subscriptions. We assure you that our notification communication informing of the price increase not only met industry standards and requirements but went above and beyond with the additional 30-day period to contact us for a refund post the update.
  
  Since you were charged according to the policy, and BODi met the regulatory requirements necessary to support the transition to BODi, this will be our last correspondence within this complaint.

  Sincerely,
  BODi

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20675586
  
  I am rejecting this response because: Beachbody has failed and continues to fabricate false information about properly notifying customers of the renewal. I am not alone on this as my documentation and email says just the opposite of what they are stating along with over 35 PAGES of customers on this BBB website that have the same complaint as mine.  When asked for the original email they claim to contain this information they failed to produce it (because it does not exist) Their claim there were options within this email to cancel or change subscriptions are false (lies). Once I noticed the charges and complained to Beachbody I went back to find the email that was sent and the email was ambiguous and amongst literally hundreds of other soliciting and commercial emails sent from Beachbody and without proper headlining highlighting important account or subscription information, when in the past they made it clear the contents of the email in the subject line for a change as simple of shipping cost going up $1. Beachbody claims their system showed I opened the email (false again, I do not have read receipts set up for my email client). I have summitted all my information to my credit card company and after a 2 month investigation, they deemed Beachbody was in the wrong in not properly notifying me as a customer of the renewal, nor providing documentation of the transaction with a receipt and have issued me a full refund - so in turn they will be taking the money BACK from Beachbody. Even though I have my refund from my credit card company, as a matter of principal, I will also notify the ************************** ***************** of Beachbody being in contempt of the 2017 judgment against them and call their attention to my complaint and all 35 plus pages on this Better Business Bureau website as they continue to practice unscrupulous and unethical business practices in trying to trick people out of their money and charge them without notice. It is not a surprise they are subject to yet another ongoing lawsuit taking advantage of their workers. In closing, I equally feel no need to correspond with them through this BBB portal further and do not expect a reply back from them, as I'll let the City's ***************** deal with them moving forward. 
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  While deployed last year with the Army I cancelled my membership on the app in August of 2022 and took the app off my phone. Fast forward I now have a new charge for $192 which is way over what the normal rate is even supposed to be. I called and was told I would have to jump through numerous hoops filling out paperwork to get my refund that I had already asked for over a year ago. I am asking for a refund to be given as I have not used this product in over a year.

  Business Response

  Date: 09/22/2023

  Hello ******,
  We have processed a refund of the annual BODi renewal charge on September 22, 2023.
  Please allow five days to receive depending on your financial institution.
  Sincerely,
  BODi

• Initial Complaint

  Date:09/19/2023

  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 6/1/2023 my Beach Body account auto-renewed with a charge of $179 for my annual membership. I have previously paid $99 for the past two years or so and was not notified that the price would increase this year. I decided to cancel the membership on 9/13/23 due to feeling like the value for me was not worth $179. I reached out to customer service via chat on 9/19/23 requesting to know when my refund, assuming it would be pro-rated for the remaining months of my membership, would be issued and was told that because I did not cancel within the 30 days of renewal I do not qualify for a refund. I also mentioned that I wasn't notified of the price increase and was told that they sent out an email 30 days in advance, as well as another email that they were transitioning to BODi. I again said I never received those emails and was told it could have been in my spam folder. I explained that I check my spam folder almost daily to avoid missing important emails. They then responded that the company has sent out hundreds of thousands of these emails without any reported technology issues and proceeded to end the chat before I could respond. I had no idea about the price increase prior to my auto-renewal and I had no idea about the cancellation within 30 days policy.

  Business Response

  Date: 09/22/2023

  Hello ******,

  Upon reviewing your account, we have confirmed that on June 1, 2020, you purchased an annual Beachbody On Demand membership. Prior to completing your purchase, you were required to agree to the terms and conditions. Within those terms you agreed to automatic renewals which required you to cancel with BODi to prevent future charges and eliminate access. We communicated via email 35-days prior to your renewal that BOD was being discontinued and replaced with our brand-new product called BODi.
  Our systems shows that we sent you an email about the BODi upgrade on April 27, 2023. On June 1, 2023, your annual BODi (previously Beachbody On Demand) membership renewed.
  Upon further review, we see that your annual BODi membership was cancelled on September 13, 2023.
  Your access has been restored and you will continue to have access until June 1, 2024.

  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:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 I purchased BOD as well as a protein and energize subscription. I contacted BB to cancel all of the above. Thinking was completed, I just noticed that I had a new charge on my credit card and contacted BB. The agent advised they can see in 2020 I contacted BB but they only cancelled the protein and energize but not BOD. I requested a refund and was told no because its past the 30 day policy and all they can do is cancel so it doesnt renew in ****.

  Business Response

  Date: 09/14/2023

  Hello ****,

  A refund was processed on September 13, 2023, for the Beachbody On Demand charges. Please allow five days to receive the funds depending on your financial institution.

  Sincerely,
  BODi