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:05/21/2023

  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 charged a fee for a yearly membership that I did not approve when they changed their program to BODi. I discovered that they charged me (by also using an unmatched zip code attached to my credit card that was on file from shipping and billing), and contacted them to cancel and refund the charges. I was told that I was outside of their 30 day refund and that I had already cancelled online so I would not get a refund and would not receive the services. I am really sorry ****, you will not receive the refund as you are out of money bag guarantee. And you have cancelled the membership by choosing the option remove immediately option so your access got stopped if you would have selected the option remove at the end of billing cycle then you would have got the access till 03/31/2024. I do not approve the charge, do not want the service and want a refund.

  Business Response

  Date: 05/26/2023

  Hi Tiana, 
  
  We have reviewed our files and in response to the complaint we wish to provide the following summary of your account history.
  
  On March 31, 2022, you purchased a Total Solution Pack, which included an annual Beachbody On Demand membership,a monthly Shakeology Cookies and Creamy Vegan bag and a 30-day trial of monthly BODi. On April 14, 2022, you requested the cancellation of the monthly BODi and Shakeology Cookies and Creamy Vegan bag. The cancellations were processed as requested.
  
  On March 31, 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 February 24,2023.
  
  Please note, a customer's credit card information (account number and/or expiration date) may be updated in Beachbody'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 Beachbody, 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 Beachbody of the updated number or expiration date. To protect your services from being disrupted due to a bank card expiring, using the information provided by the bank, the auto subscriptions that you enrolled into was updated and your subscription was uninterrupted and continued to renew per the Terms &Conditions that you opted into at enrollment.
  
  Your annual BODi membership was cancelled on May 21, 2023, and you will continue to have access until March 31, 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:05/20/2023

  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 forced me to update my subscription (from $109 a year to $200 a year) indicting that if I didn't, I would lose access to my membership. Now that I have the upgraded membership, they are trying to have me pay for additional workouts on their service ($29 each) OR or pay $129/month for Shakeology (which I don't want). I have several friends who have the same subscription I do who can access the additional workouts for free. When they forced me to upgrade my subscription, they indicated that I would have access to ALL workouts.

  Business Response

  Date: 05/25/2023

  Hello ********,
  
  Your recently upgraded BODi membership includes:

  Unlimited streaming access to many Beachbody On Demand programs, including new releases, so members have the tools they need to conquer their health and fitness goals.
  Thousands of live and on-demand classes, from cycling to bootcamp, dance to yoga.
  Access to personal development content, eating plans, new monthly recipes, and exclusive access to cooking shows such as FIXATE and Mindset Menu.
  And to make sure you reach your goals, accountability groups will connect you to a Partner and your very own workout community who can help keep you motivated.
  
  As an active BODi member, you have the option to purchase, or earn access to Super Blocks.
  You can unlock Super Blocks at no additional cost with a qualifying nutrition subscription or purchase them as a standalone product. Once unlocked, your Super Blocks will remain in your library for as long as youre a BODi member. Learn more about how to Unlock Super Blocks in FAQ 9037.
  
  Having a current BODi membership grants you the opportunity to unlock Super Blocks, but is not automatically included with your subscription. Please view the following FAQs for additional details.
  
  *****************************************************************************
  *****************************************************************************

  
  Sincerely,
  BODi

• Initial Complaint

  Date:05/19/2023

  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.

  On 1/14/2021 I subscribed to an annual membership with Beach Body On *********** signed up for automatic renewal. On 1/14/2022 the membership auto-renewed. After not using the membership any longer I cancelled the member ship on 1/19/2022. After assuming the membership was cancelled (and seeing the confirmation of cancellation, I was surprised to get a $119.88 auto-charge again on 1/14/2023. After calling the customer service line to determine why I was charged after providing them the cancellation number from 2022, they stated that their system automatically cancelled my order on one platform, and migrated to a new platform on 1/14/2023. Based on the order confirmation from 1/14/23 they show the order was cancelled & then on the exact same date, 1/14/23, a new order was created on a new platform. Keep in mind, I hadnt logged into the platform since 2022, so this is concerning that on the exact same date as the auto-renewal from 2021 & *********************************** on the new platform & charged me $119.88 ($130.97 after tax) After disputing this through the company & providing evidence of cancellation from 2022, they refused to reimburse the charge. The customer service rep even acknowledged that it was likely auto-generated in moving from one system to another.

  Business Response

  Date: 05/25/2023

  Hello ******,
  
  We have thoroughly reviewed your account details and customer service contacts.
  
  Upon reviewing your account, we have confirmed that our system automatically cancelled your Beachbody on Demand order on the Beachbody platform and migrated to a new platform on January 19, 2022. Your Beachbody On Demand membership was active at the time of migrating to the new platform.
  
  Upon further reviewing our systems, we confirmed there was no physical cancellation request made or an attempt to cancel on the account.
  
  Your membership renewed on January 14, 2023, and the membership was successfully cancelled on April 30, 2023.
  
  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:05/18/2023

  Type:Customer Service 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.

  Cannot cancel my service. The website will not allow me to reset my password or get into my account and **********************'s customer service line has no way to speak to someone or use an automated system to cancel my account. Instead they just bill me 200 every time I fail to cancel.

  Business Response

  Date: 05/19/2023

  Hello *******,
  
  Upon reviewing your account, we have confirmed your annual BODi membership was cancelled on May 18, 2023. A refund was also processed for the recent charge. Please allow five days to receive the funds depending on your financial institution.
  
  Sincerely,
  BODi

  Customer Answer

  Date: 05/21/2023

   
  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:05/17/2023

  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 was automatically charged $179 for a Bodi subscription in 4/3/22 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 2022. I haven't used their classes/app in close to 9 months. 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.

  Business Response

  Date: 05/22/2023

  Hello *******,
  
  Upon reviewing your account details, we have confirmed that your annual BODi renewal processed on April 3, 2023. Our systems show that an email was sent on February 27, 2023 prior to your next renewal advising of our new BODi platform and pricing.
  
  Your annual BODi membership was cancelled on May 15, 2023, and we have also processed a refund of the most recent charge on May 22, 2023. Please allow five days to receive the funds depending on your financial institution.
  
  Sincerely,
  BODi

  Customer Answer

  Date: 05/22/2023

   
  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:05/17/2023

  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.

  Beachbody is predatory. There is no indication in my account that my one year subscription from March 2020 was subject to an auto-renewal. I just discovered that my account auto-renewed in March 2021, 2022 & 2023. I never authorized any of those auto renewals and I want my money back. I have not used Beachbody since 2020 because of an injury and can find no documentation that I agreed to an auto renewal. In fact, I had to call in 2020 to reactivate an old account. I see that ********************** was sued and lost $3.6M for unauthorized auto-renewals in ********** but they haven't learned a thing. I think it's time to call my lawmaker. I spent a good part of my day trying to decipher this mess, including multiple refreshes on the Bodi website to see past orders, orders for which I received ZERO email communication. In fact, I had no reason to know that my card was being charged or that I had an active account. This is very upsetting to me! I had always **** Beachbody praises but no more!!

  Business Response

  Date: 05/25/2023

  Hi Ed, 
  
  We have thoroughly reviewed your request, account details and customer service contacts.  
  
  Below is a summary of your account history.
  
  On March 24, 2020, you purchased and subscribed to an auto renewing annual membership to Beachbody On Demand via our website.
  
  During the purchase flow, you were presented with the Terms &Conditions that clearly defined how much you would be charged, the frequency of the charges and how to avoid future charges if you changed your mind about the membership that you subscribed to.
  
  The Terms and Conditions are clearly defined, and you were required to opt-in and acknowledge by checking both boxes to complete your purchase.
  
  The Terms and Conditions language below includes the following:
  
  After 1 year, youll automatically continue your membership.
  Billed every 12 months until you cancel.
  
  Like all auto renewing subscriptions, you will continue to receive access and be billed regardless of usage until you take the action to cancel the membership.
  
  As an additional courtesy to our members, we send out a subscription renewal notification to the email address that is used to subscribe 7-days prior to every billing.
  
  Our records indicate that prior to the latest charge, you were sent an email detailing the upgrade to BODi on February 17, 2023.
  
  Independent of the courtesy renewal notification, we also provide our members with a very generous 30-day Money Back Guarantee on every renewal.Essentially, you have up until 30-days after you have been charged to contact us and get a full refund if you somehow did not intend to continue your subscription.
  
  Your subscription has been cancelled as of May 16, 2023, and you will no longer receive any additional charges. You will continue to have access until March 24, ****. No further action is required.
  

  Regarding the refund for the charges that are outside of the Money Back Guarantee period,here are some of the facts used to consider your request:  
  
  Unfortunately,were unable to approve your exception request for a refund for the following reasons:
  
  You opted into the Terms & Conditions when you made this purchase.
  
  The terms were clearly defined, which as a secondary form of opting in you checked the I acknowledge, read and understand the terms box.
  
  There are no prior cancellation requests, although we sent emails 7-days prior to the billing to notify of the upcoming renewal.
  
  Renewals are provided with a very generous 30-day Money Back Guarantee period (full refund until 30-days after the charge), which you contacted us outside of this period.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:05/15/2023

  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.

  On Dec 29, 2022, I purchased a 1-Year (Beachbody on Demand - ***) for $99. The *** was changed to ***i, and I could no longer access the *** account. On Mar 31, 2023, I contacted **** and texted a representative about being refunded (or credited) for the unused portion of the *** subscription. The representative stated I needed to contact ****** since the subscription was purchased through ****** Play. ****** directed me back to the seller (***) for issues pertaining to a refund for a purchased product. I contact ***i and they will not refund me either because it was passed 30 days of purchase. I do not understand how I can purchase an annual subscription and 3 months into the subscription the company can cancel program and not refund their unused portions. I requested credit/refund for the unused portion of the program they cancelled.

  Business Response

  Date: 05/17/2023

  Hello ********,
  
  We have processed a refund for your annual Beachbody On Demand membership through ******* Please allow five days to receive the funds depending on your financial institution.
  
  Sincerely,
  BODi

  Customer Answer

  Date: 05/18/2023

   
  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.

  I really appreciate your help and prompting BODi to fix their mistake. Thank you!!

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

• Initial Complaint

  Date:05/12/2023

  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.

  The company beach body on demand refuses to cancel membership and continues to charge debit cards that are not assigned to an account. They are falsely storing debit and credit cards of users. Even after cancellation they continue to charge users. I personally have had to go through my bank to dispute the charges for three billing cycles.

  Business Response

  Date: 06/02/2023

  Hello *****,
  
  Upon reviewing your account details, we have confirmed that on April 26, 2022, you signed up for a 14-day free trial of Beachbody On Demand. After the 14-day free trial, the subscription would renew on a quarterly basis until cancellation as outlined within the terms and conditions upon purchase. Like all subscriptions, Beachbody On Demand will renew regardless of usage until you cancel.
  
  We were unable to locate any prior cancellation requests for your quarterly Beachbody On Demand membership.
  
  Your Beachbody On Demand membership was successfully cancelled on May 12, 2023, online via self-service. A refund for the most recent charge was processed on the same day.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:05/12/2023

  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.

  I have a membership with Beachbody On Demand. I have not agreed to "upgrade" to BODi, but my membership for BOD is good until November. I am unable to access the programs I have been using since 2019 because I have chosen not to "upgrade". They have not refunded my prorate nor have they given access until my account cancels. This is unacceptable. I am entitled to the remainder of my year subscription. I do not want any "additional" benefits; I want what I paid for.

  Business Response

  Date: 05/15/2023

  Hello *****,
  
  Upon reviewing your account, we have confirmed that your Beachbody On Demand access has been reinstated.
  
  Your Beachbody On Demand membership renewed on November 14, 2022 and is outside of our 30-day money back guarantee. The 30-day money back guarantee eligibility window starts from the date of delivery for a physical shipment or order date for a digital membership and applies to most products and programs.
  
  Your membership is active and the next autorenewal is scheduled for November 14, 2023. To manage your memberships and subscriptions please view the following FAQ: *****************************************************************************.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:05/10/2023

  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.

  Like so many others when I reviewed this company, they never notified me of the impending renewal charge or of the price increase. I showed them what emails I had received from them, which was 2 when I first joined. At first they said I unsubscribed from getting emails from them the day I signed up, but then the supervisor said she didnt think in I did unsubscribe. They could not send me any documentation that this was done. Here us a little more detailBought service in 3/22 and received two emails then. One with a receipt and one welcoming me. After those 2, I never received any correspondence after.Our credit card number was recently changed due to fraud so I went back and checked charges. Today is 5/10/23. I saw that I was charged on 3/23 for renewal of Beachbody on Demand that I forgot about. I never received an email about the price increase and never received an email about it auto renewing, hence, I didnt know it was happening until I checked the card statement today. Legally, they are required to notify customers of a price increase and a coming up renewal. This never happened. I asked for a refund and even said they could deduct the 2 months it took me to find out they charged me (even though I never logged on once). Of course, they told me the sale lies they have been telling everyone. Its sad that this is allowed to happen in this day and age. I just realized (when I was uploading pics for you), that they charged me for an additional $106. So, I am out over $220 for this awful company without using any of their service. This is wrong!

  Business Response

  Date: 05/18/2023

  Hello ********,
  
  We have thoroughly reviewed your account details and have confirmed that on March 1, 2022,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.
  
  Like all subscriptions, Beachbody On Demand will renew regardless of usage until you cancel. Your annual Beachbody On Demand membership renewed on March 1, 2023. Our system shows that we sent you communication about your upcoming renewal on January 28, 2023, subject titled, Your next year of results with Beachbody On Demand. 
  
  Upon further review of your account and contact history, we were unable to locate any prior cancellation requests for the annual Beachbody On Demand membership. On May 10, 2023, your membership was cancelled. Your access will remain until the end of the billing cycle, which is March 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

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20043212
  
  I am rejecting this response because:

  They never sent an email about renewal, which, by law, are suppose to.  If I would have received that, I would have cancelled.  If you look at past complaints, you can see a pattern of this company not sending emails about renewal and trying to get out of this exact thing.  By law, a company must send an email regarding automatic renewals before the renewal to give a customer time to review and discontinue if they wish.  This company does not do this.  When I asked for proof, they could not send me this and then tried to lie and say I requested to not receive emails the day I signed up. Would any sane person do this?  No ! Exactly!  This company is continually using this excuse and it should not be allowed.  Please stop them.  It is not a fair business practice and this is exactly what you are suppose to protect against.  Thank you! 

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

  Business Response

  Date: 06/13/2023

  Hello ********,

  Auto-renewal notifications are sent 7-days prior to the next billing date for Beachbody On Demand. The subject line for this email is Your next year of results with Beachbody On Demand.  Our system shows that we sent you communication about your upcoming renewal on January 28, 2023.

  On May 10, 2023, your membership was cancelled. Your access will remain until the end of the billing cycle, which is March 1, 2024.