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:06/12/2023

  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 made a total body solution purchase including the 4 week gut protocol and 4 weeks for every body digital package on 03/21/2022, on 12/02/2021 I purchased a total solution pack including Lets get up, and in 2009/2010 purchased 21 Day fix. I have access to 21 day fix and the 4 week gut protocol but none of the other workouts. I was told that in order to have access to those I would have to have an active BODi membership but I do not see that information included with my purchases or cancelations at the time of those cancelations or purchases. I see that it does state that if you no longer have and active account that you will no longer have access but that appears to have been added well after I already canceled and they changed their platform. I have been a member with BB for a long time and have loved their workout programs and to not have access to workout that I already paid for is not right.

  Business Response

  Date: 06/20/2023

  Hello ******,
  
  We have reviewed your account details and have confirmed that your previous annual BODi membership was cancelled on March 8, 2023.
  
  Upon further reviewing your account details, we have confirmed that you have purchased multiple programs with VIP Early Access.
  
  The VIP Early Access FAQ mentions, You can only buy and access VIP Early Access with an active BOD or BODi membership.  An active Beachbody On Demand or BODi membership is required to view the programs purchased. VIP Early Access allows you to have exclusive access to upcoming programs that have not been released to the general public or general Beachbody On Demand/BODi members.
  
  Once these programs are available on the member library, they can be viewed with an active Beachbody On Demand or BODi membership.
  
  Please note, the 4 Week Gut Protocol, 2B Mindset and Ultimate Portion Fix (which includes access to the 21 Day Fix and 21 Day Fix Extreme) programs do not require a BODi membership for access.
  
  If you would like to access BODi content, please re-subscribe to BODi.

  Sincerely,
  BODi

• Initial Complaint

  Date:06/12/2023

  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 was automatically charged $247 for a Bodi subscription in 4/12/23 but only became aware of it when I paid my credit card bill this month. When I called customer service twice they stated that it was past their 30 day policy for refunds. They were adamant that I couldn't speak to a manager and there was nothing they could do. Since I didn't receive a notification that I was being charged I couldn't have canceled any sooner. I filed a policy dispute through their website but it stated exceptions were unlikely. I only had a BeachBody subscription because I purchased their Shakeology protein powder in April 2020. I haven't used their classes/app in close to 2 years. Not issuing refunds within a reasonable amount of time is a terrible business practice. It is predatory that they automatically renew your account without proper notification. I saw you guys give a refund to someone else for the exact reason. Also it taking for ever to get a email back from you guys. I was also told Prior that it was cancel and still got charge.

  Business Response

  Date: 06/14/2023

  Hello ***, 
  
  We have reviewed our files and in response to the complaint we wish to provide the following summary of your account history.
  On April 12, 2018, you purchased a Challenge Pack, which included an annual Beachbody On Demand membership, a monthly Shakeology Caf Latte bag and a Business Starter Kit (Coach Enrollment subject to a monthly fee). On June 11, 2018, you requested the cancellation of the monthly Shakeology Caf Latte bag. The cancellation of the Shakeology was processed as requested. Your Coach account and annual ********************** On Demand membership remained active due to no prior cancellation requests received.
  
  On April 12, 2023, your annual BODi membership renewed. Our records indicate that prior to the latest charge, you were sent an email detailing the upgrade to BODi on March 8, 2023.
  
  Your annual BODi membership and Preferred Customer membership (the Coach account was reclassified to a Preferred Customer account due to not meeting the Coach account requirements) were cancelled on June 2, 2023. We have issued a refund of the recent BODi renewal charge as a one-time courtesy on June 14, 2023. Please allow five days to receive depending on your financial institution.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:06/08/2023

  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 have not used Beachbody since April of 2020, but Beachbody (now Bodi) continues to charge my credit card $469.91 over the span of almost 2 years(beginning August 2021). I can show proof from my credit card statements, and from my Beachbody login. However, there is no customer service email that I can email. Additionally, the number my "coach"(the contact point for the company) is unaware of how to cancel my account either, and gave me phone number that is only a recording. The number is *************. Therefore, I cannot get in contact with anyone Beachbody to dispute these charges.

  Business Response

  Date: 06/09/2023

  Hello ******,

  After conducting a thorough review of your account details and customer service contacts, we were unable to locate any active memberships or subscriptions on your account. If you think that your bank card has been compromised, we strongly encourage you to reach out to your financial institution to report this matter immediately. You may also want to review your account activity and report any unauthorized transactions to your financial institution. Generally, they're 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

• Initial Complaint

  Date:06/07/2023

  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.

  This has been going on a year that I have been trying to get them to stop charging me and refund me what they have charged me which now is almost a year's worth of monthly charges. I don't understand how you can give them such a high rating when they are scamming people and making it so difficult to get a refund. I have tried emailing and good luck with calling, it's just a message that they are changing their name....hmmmm wonder why but yet you are giving them such a high rating. They are stealing from people. They need to make this right by refunding me.

  Business Response

  Date: 06/09/2023

  Hello ******,

  Upon reviewing your account and contact history, we have confirmed that on July 25, 2022, you cancelled your annual Beachbody On Demand membership online via self-service. However,it appears your Preferred Customer membership remained active due to no prior cancellation requests.

  We have successfully cancelled your Preferred Customer membership on June 8, 2023. A refund has been processed for the most recent Preferred Customer membership fee within our ****** money back guarantee. Please allow five days to receive the funds depending on your financial institution.

  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:06/06/2023

  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.

  Last year I enrolled in the Beach Body on demand program at a cost of $99 annually. This included terms that authorized auto-renewal. In April they sent an email that deceptively looks like a simple marketing email providing additional free access. In reality, they used this as a passive opt-in for a new program (Bodi) at a significantly higher rate of $179. The claim is that the original program is no longer available. I am dissatisfied because the auto-renewal should not have applied to a program that I did not sign up for, especially when it is a significantly higher price.

  Business Response

  Date: 06/09/2023

  Hello *********,
  
  Your annual BODi membership renewed on April 5, 2023. Our system shows that we sent you an email about the BODi upgrade on March 1, 2023,and it was opened/viewed on April 3, 2023.
  
  35 days prior to the discontinuation of BOD and your renewal, we sent email communication to the email address associated with the account. We assure you that email communication met the necessary requirements of communicating the migration of BOD to BODi.
  
  Your membership for BODi has been cancelled as of May 26,2023. As a result, you will no longer receive any additional charges. You will continue to have access until April 5, 2024.
  
  Unfortunately, were unable to approve your request for a refund. Here are some of the facts used to consider your request:
  
  All Beachbody on Demand memberships are being upgraded to BODi upon the membership renewal.
  
  Beachbody on Demand has been retired and cannot be renewed.
  
  BODi includes everything in Beachbody on Demand,plus new features, and content such as Mindset and Nutrition.
  
  As a courtesy, **** sent out notifications prior to your membership renewal:
  
  All BOD customers were notified of the change via the email address on their account 35 days prior to renewal. We also provided a 30-day money back guarantee in addition to the 35-day notice. In total, you had *********************************** 30 days post the charge to cancel and get a refund. 
  
  There was an additional membership renewal notification sent via email 7-days prior to billing, which included the new price.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled beachbody at least a year ago and canceled my auto renewal. I was then charged in last month for $194. I gave since caught the charge in my account but is there any way I can get a refund. I cant not afford that $200 dollars right now. It overdrafted my account since I was not excepting that. I didnt get a warning it was coming or anything and j have not logged in in almost a year or longer.

  Business Response

  Date: 06/08/2023

  
  Hello *******,
  
  Upon reviewing your account, we have confirmed that you purchased an annual Beachbody On Demand membership on May 29, 2021. Your annual BODi membership renewed on May 29, 2023. Our records indicate that prior to the latest charge, you were sent an email detailing the upgrade to BODi on April 24, 2023.
  
  On June 6, 2023, your BODi membership was cancelled online via self-service. A refund was issued on the same date for the most recent charge within our 30-day money back guarantee. Please allow five days to receive the funds depending on your financial institution.
  
  Sincerely,

  BODi

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife opened an account with Beachbody in September of 2022. It's a monthly subscription that is linked to a **** card. That membership worked on day 1, but was not working a week later. We logged into her account, removed the **** and replaced it with an Amex for billing. In December I noticed they were billing BOTH cards each month. The **** is charged on the 8th of the month , the Amex on the 14th (which aligns with the signup dates). I called Beachbody to find out what is going on, but they "couldn't help". They continue to charge my **** $29 every month (for 9 months now). There should be a way for their back office to find out why they keep charging my **** (it's a unique number), but customer service "doesn't have the ability to do that".I'm attaching screen captures from my account page that clearly show Order #********* was placed and canceled against my ****.I also have a capture that shows the order on the 14th is against my Amex and that is being charged regularly.The Account details page clearly shows that the Amex is the ONLY card tied to this account.

  Business Response

  Date: 06/07/2023

  Hello *******,
  
  Thank you for taking the time to speak with us regarding your concerns.
  
  As discussed, we were able to locate a duplicate account that had a typo in the email address. We have cancelled the monthly BODi membership on the unwanted account and issued a refund for the charges incurred.Please allow five days to receive the funds depending on your financial institution.
  
  Sincerely,
  BODi

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/30/2023

  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 date of my transaction was September 20th of 2022. I purchased a 12 month BOD membership which allows me to stream at home workouts. The coach I was working with when I signed up for this had attempted to upsell me on several items, but I declined each one. I specifically mentioned that I was only signing up for the $119 yearly membership to stream workouts.Starting in October of 2022 I was being charged (without my approval) an additional $21.45. I have been charged that amount for 8 months and I was completely unaware. My husband handles our finances and knew I signed up for Beachbody so he never questioned it, not realizing I had paid in full for a yearly membership. I never gave approval for the additional amount of $21.45 to be pulled from my card. I never signed any documents that gave Beachbody the right to charge my card for anything outside of the yearly BOD payment of $119 + tax. I never once utilized any of the perks of the additional charges. I need to be reimbursed in the amount of $171.60 for all of the fraudulent charges that they placed without my consent/knowledge.

  Business Response

  Date: 06/02/2023

  Hello *******,
  
  We have thoroughly reviewed your complaint, account details and customer service contacts.???
  
  On September 20, 2022, you purchased an annual Beachbody On Demand membership. When you enrolled into Beachbody on Demand, you checked the box to accept the Terms and Conditions.
  
  Within those terms you opted into a monthly subscription of BODi (BOD Interactive) an optional membership.
  
  You also agreed to automatic renewal which required you to cancel to prevent future charges and eliminate access.
  
  As shown on the screenshot of your order receipt it mentions, First 30-days included BODi, Monthly membership.
  
  Your monthly BODi membership was cancelled on May 30, 2023, and a refund of the recent charge within our 30-day money back guarantee has been processed.
  
  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: 06/06/2023

   
  Complaint: 20122058
  

  I will be sure to make other people fully aware that Beachbody automatically enrolls you into Bodi in your terms and conditions and that the consumer needs to cancel or be charged. Every Bodi advertisement I see on social media, I will be sure to bring awareness.

  I made it very clear in the dialog between my coach and I that I only intended to pay the yearly fee because I would not use any of the other benefits being offered. She sent me a link and I paid my fee. I do not remember checking a box, but I could be wrong. Since you were unable to provide any help, my local coach reimbursed me for being misled.

  Business Response

  Date: 06/23/2023

  Hello *******,
  
  When purchasing a "Beachbody On Demand annual" + "BODi 30-Day Trial membership" the terms and conditions are specifically communicated that after 30-days, you'll automatically continue your BODi membership for $19.95 (plus applicable taxes),billed monthly in advance to the credit card you provide on the order. You were required to acknowledge the terms at the point of check out before completing the order process. There was also an option to opt out of the monthly membership before point of sale.
  

  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: 06/27/2023

   
  Complaint: 20122058
  
  I am rejecting this response.
  

  Business Response

  Date: 09/05/2023

  Hello *******,
  
  Upon purchasing the annual Beachbody On Demand membership, you opted into the monthly BODi membership. As shown on the screenshot you have provided it mentions, First 30-days included BODi, monthly membership.
  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:05/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a subscription to Beach Body (BODi) and have been a subscriber for several years and am now having problems with their software crashing during a workout. This has begun happening the past 3 weeks and there is no rhyme or reason as to when it will crash. However, when I am in a workout it will crash and require me to restart the ride that I was doing. Very inconvenient having to start the program all over with 10 minutes left in a 30 minutes ride. I contacted the company via text and was asked to take a screen shot or video of it happening. That is an impossible request and only seems to show the lack of understanding of the problem. There is no way to know when it will happen and I do not have my phone on me nor in proper position when I am riding the bike, in the middle of the ride and sweaty. I am not only wanting the issue resolved, but a credit for at least 1 month due to the continue problem that continues. If the problem will continue I will have not choice to dispute the annual charge as I am not getting the service I have pre-paid for.

  Business Response

  Date: 06/05/2023

  
  Hello ***,
  
  We have recently made updates to our Bikes tablet to fix the issues you are encountering.
  
  We attempted to reach you on June 2,2023, regarding your concerns; however, we were unsuccessful.
  
  We have extended your BODi membership by one month due to the inconvenience caused. Please contact us if you encounter any additional issues with your Bike.
  
  Sincerely,
  BODi 

  Customer Answer

  Date: 06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/27/2023

  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 first started with beach body in 2021. Then realizing how little I used the product I attempted to cancel in December of 2021. Then noticing I was still being charged, I called beach body again August of 2022. They stated on the phone that there was multiple part of my account and I canceled one part but not the other so the charges were for the other parts. I acknowledge and requested the other parts be canceled. Fast forward April of 2023, I received another charge of $179 on my account. I disputed this via the card company and reached out to beach body who again states They stated on the phone that there was multiple part to the account and I canceled one part but not the other part. The beach body representative also stated that their prices increased so they sent an email. Well the email looks like an ad, obviously a technique used to defraud individuals. I requested a full refund which he then told me he was unable to do as he was out of the window in which he could issue a refund. He states he would have to send me a form in which I would need to pled my case and provide evidence to the corporate office in order to by pass policy. I ended the conversation feeling Scammed! I attempted on more than one occasion to cancel with them with zero luck. Stay away stay far away from this company.

  Business Response

  Date: 06/01/2023

  Hello ********,
  
  We have thoroughly reviewed your account and contact history. Below is a summary.
  
  On April 26, 2021, you purchased a Lets Get Up Challenge Pack. The package included a monthly subscription of Shakeology Barista combo packets, a monthly subscription of Performance Stack, an annual Beachbody On Demand membership, a Nutrition Plus membership and a Coach enrollment.
  
  On May 26, 2021, you contacted Customer Support requesting the cancellation of the Performance Stack, Nutrition Plus membership and Shakeology subscription. All cancellations were processed as requested. The Coach account and annual ********************** On Demand subscriptions remained active due to no prior cancellation requests.
  
  On August 20, 2022,we received an online cancellation request for your Preferred Customer account (the Coach account was reclassified to a Preferred Customer account due to not meeting the Coach account requirements). The Preferred Customer account was cancelled on the same day.
  
  On April 26, 2023,your annual BODi membership renewed. Your BODi membership was cancelled on May 27, 2023. We have processed a refund on June 1, 2023 for the recent charge. Please allow five days to receive the funds depending on your financial institution.
  
  Sincerely,
  BODi