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:03/24/2023

  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 purchased multiple products through Beachbody.com. Previously they had the option to have a paid monthly subscription, purchase physical copies of programs, or purchase digital only copies of programs. In the latter option, you would be granted access to Beachbody on Demand but only be able to access the programs you'd actually purchased. I purchased several programs through this digital only method with the assurance that I would always have access to my programs. I was able to locate receipts for 4/5 that I purchased in this fashion (Piyo, **** de ****** 21 day Fix Deluxe Edition, Cize - I am unable to find my Lift 10 receipt unfortunately in my email). Previously I never had a problem with this, but I tried logging in to workout today and had no access. I called customer service and they said that the ********************* could be accessed by signing up for their new upgraded online system and paying a monthly fee. I stated I only wanted access to the programs I already purchased and owned and did not want a paid subscription to their entire library. They first denied that I ever purchased anything past 2010. I provided receipts and order numbers and then they said they could see the purchased items. They said they had no way to provide the limited access as before with the new plat form. I suggested a refund of the purchased programs or for them to send DVD copies of the programs I purchased. They said they had no way of doing this but would be able to give a 10% discount if I wanted to purchase them again. I am sure I am not the only customer facing this. It seems entirely inappropriate, if not illegal to block customers from programs they already purchased and forcing them to buy a new product ( monthly subscription) or repurchase the same product again to access it. Please help.

  Business Response

  Date: 03/31/2023

  Hello ******,
  
  Thank you for taking the time to speak with us regarding your concerns.
  
  As discussed, we will be processing a shipment of the physical copies for the digital programs you've previously purchased.
  
  We appreciate your patience as we resolve your issue.
  
  We sincerely apologize for the inconvenience this matter has caused.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested an $85 refund from Beachbody On Demand because I am no longer able to use the Beachbody program on my ******** because of a software upgrade they made sometime late 2022, early 2023, from Beachbody On Demand to BODi.The Beachbody program I originally purchased worked with my ******** and I was able to use it. I could no longer access the program without an error message on my ******** after their software upgrade. To do so, they said I would have to purchase additional equipment or subscribe to a streaming service that supports their new software at additional cost to me. I cancelled my membership to Beachbody On Demand on 3/16/23 because of this and am only asking for a pro-rated return of the full $128 annual fee but they refuse to refund the money because I did not request cancellation within their 30-day money-back guarantee timeframe, which was before their software upgrade.As I said, the program worked on my ******** until their upgrade so why am I being penalized for a change they made that affected my membership?

  Business Response

  Date: 03/31/2023

  Hello *****,

  We understand you are no longer able to stream Beachbody On Demand on your ********* Upon reviewing your account, we have confirmed that your Beachbody On Demand membership renewed on August 29, 2022. 
  The membership was cancelled on March  16,2023, leaving five months remaining of your current paid membership.
  
  A prorated credit was processed on March 31, 2023,for the remaining unused five months.
  
  Your bank may take an additional 5 days to show the funds in your account. Please view the following FAQ for a list of supported devices needed to stream BODi.
  *****************************************************************************
   
  Sincerely,
  BODi 

  Customer Answer

  Date: 03/31/2023

   
  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:03/21/2023

  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 had been a happy member of Beachbody on Demand for years with auto renewal. On January 28, 2023, I received an email from Beachbody that my credit card needed to be updated (had been compromised or expired). The email clearly said to update the credit card information and did not require any other steps to be taken. I immediately signed on and updated my credit card information. I did not received any other email after the fact, and expected everything to be ok. Sunday I signed in to the app to find out that my membership was cancelled. there was nothing I could do except signing up to BOBi, which I did not want. I contacted Beachbody on March 20th via text message, and needless to say, it feels like a scam. All they say is that they cannot reinstate my membership, and I now have to sign up for BODi and pay more money. The answer was that I "did not update the order so the membership got cancelled by the system", which was clearly not mentioned in the original email. This is NO FAULT OF MINE, it is clearly a LACK OF INFORMATION in their email sent to me on January 28. It looks to me like they just want everyone off the 'on Demand' and charge them more for the BODi. As much as I liked the app and recommend it to many people in the past, this situation is a big disappointment as I feel betrayed and taken advantage of. This is no way to do business. All they said was that they will pass on my feedback to their team after I wrote that they need to make their communication better and tell people the exact steps they need to take when they send emails.

  Business Response

  Date: 03/28/2023

  Hello *****,

  We apologize for your experience and have given your feedback to the appropriate teams (updating the Email to be more specific where to update the Credit Card).
  
  Unfortunately, effective March 2, 2023, Beachbody On Demand is no longer available. The *** product has been discontinued and replaced with our optimized product, ***i. **** consist of everything you know and love about ***, plus additional content that focus on health esteem, and mental health.
  
  For the inconvenience caused by this experience, well provide you with a promotional code that will allow you a 10% discount on your next purchase.Well send the promotional code directly to your personal email.
  
  We know its not what you have hoped for, but considering the *** product is no longer available for purchase we hope that you accept our apologies and the promotional code for the misunderstanding you experienced with the direction within the Email.
  
  We really appreciate your business and hope to continue our partnership and journey with ***i.

  Sincerely,
  ***i 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19629095
  
  I am rejecting this response because:
  Is Beachbody converting all on demand memberships to BODi and making all those members pay the new price?
  
  To take advantage of the 10% offered, I would have to pay double what my membership fee was (which I lost to no fault of mine). 
  

  This deal is only is favour of Beachbody.  The least Beachbody could do to accommodate this situation is to waive the difference from my previous fee to the BODi fee as I am told my membership on demand cannot be reinstated.
  

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

  Business Response

  Date: 04/24/2023

  Hi *****,
  
  Thats correct. BOD no longer exists. And all BOD customers are being migrated over to BODi, BODs big brother.
  
  All BOD programs and benefits have been integrated with BODi. The price for BODi reflects the superior value that BODi offers versus BOD.
  
  Unfortunately, the 10% discount is the only promotional offer we have to offer at this time.
  
  We hope to continue our partnership via, BODi.
  
  Sincerely,
  BODi

• Initial Complaint

  Date:03/20/2023

  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 monthly paid subscription to Beachbody & recurring orders for Shakeology products that cost over $100 per month, as well. This months order was due to arrive March 17th to keep me supplied but it never arrived & tracking shows it was sent & delivered to **********, **. I live in Bristol, **., and when I called this morning, they had a recorded message that shipments erroneously went to **********. I spoke with two reps who confirmed the error and they told me it will take two more weeks until I receive my product that I need every morning. When I asked the rep to rush me a supply with enough product to hold me over, they denied my request & said they didnt have the authority to ***** my request. I asked to speak with someone who could & was denied & told someone would call me back before 2 pm. Its now 5 pm and no one has called me back. I am a business woman & feel insulted & bullied that this company is refusing to make good on their mistake. I do not want to stop using their dense nutrition shake but will have to if I do not get at least a supply to hold me over or a free one month supply. I did not even ask for a free supply of the collagen supplement that is in that order with the shake mix. They offered me 10% off coupon to buy more of their other products. I do not want any of their other products. I just want the daily shake mix that is part of my daily routine. I organize the shipment dates to insure I do not run out, my supply has now run out & this company is not standing by their **************** do not care about the fact that I pay for a monthly subscription to their company & pay @ $150 per month to them. I want a free month of vanilla shakeology & a free month of the collagen supplement plus credit for this months subscription to their company or I will find another competitor who offers a dense nutrition shake. They have made some company wide changes lately & I do not recommend this company to anyone! Thank you for your help.

  Business Response

  Date: 03/28/2023

  Hi ******,

  We understand your frustration and apologize that we didnt meet our commitment to customer satisfaction to your liking based on your contact history.

  To resolve your experience, we are pleased to have spoken with you on 3/28/23 to meet a resolution regarding your complaint.

  We have also sent you an e-mail communication on 3/28/23 with details of our resolution and a phone number to contact if you have any further questions or concerns.

  Please accept our apology if at any moment we made your experience with us less than amazing.

  We sincerely hope you will give us another opportunity to assist you in the future.

  Sincerely,

  BODi

  Customer Answer

  Date: 03/28/2023

   
  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:03/19/2023

  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.

  The point is a bait and switch I believe. I was a member fit group and now Beachbody has taken over.They had my old credit card information (which is no longer in use) and have signed me up for this new service. In trying to contact them on the phone all I get is information on product which says its going to ******* but is still on it's way - that's not why I am calling. I want to cancel my subscription as soon as possible - even if it's not possible until the end of this current term. This was a "gotcha" - ok but NO AUTOMATIC RENEWALS from now on. I'm trying to find out exactly what the $179 purchase is for and if it's for a membership, I don't want that to renew. Help. the order number in an email is *********.

  Business Response

  Date: 03/20/2023

  Hello ****,
  Thank you for speaking with us today regarding your concerns.
  As discussed, your Openfit subscription migrated with BODi in July of 2022.  Your renewal was scheduled to process on March 14, 2023; however, the payment failed.
  We have cancelled the subscription per your request.
  Sincerely,
  BODi

• Initial Complaint

  Date:03/14/2023

  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.

  Beach Body has always been a little bit of a shady company to deal with, but I always liked the workouts and shakes, so I stuck with it, until this week. I went into my account and changed my subscription plan from quarterly to annual in order to save for the long term. Without my consent or warning, they then "upgraded" my account to their new premium program called "BODi." Which is more expensive, and includes all kinds of options that I don't need or want. The account page has always indicated not only the amount of money that would be charged but also the frequency (3 months or annual) with options to change these options. It now no longer indicates either, and I have now been "chatting" with customer service for OVER AN HOUR where they keep responding "Give me up to 5 minutes to respond" and they tell me the charge will be $179 + applicable tax, but I only consented to the $119 plan as was documented at the time I gave consent to charge my card.They have indicated they "updated an FAQ" on their website to let customers know about the price change/ program merge... but why on earth would anyone randomly be checking FAQs? I've been a member for nearly a decade, and when I updated my plan, there was no warning or rejection, it accepted and updated to the $119 plan. I've now cancelled that plan, because I can only imagine how may unsuspecting people will be taken advantage of by this practice.

  Business Response

  Date: 03/21/2023

  
  Hello ******,
  
  Beginning March 2, 2023, Beachbody On Demand will now be BODi.This upgrade is going to give you all of our amazing content in one membership.Brand new programs every month, two healthy eating plans so you can follow the one that fits you best, and mindset support to help you feel good every dayonly on BODi.
    
  We have membership plan options available at annual, semi-annual, and quarterly pricing.
  
  Please view FAQ article **** Beachbody on Demand to BODi Membership Migration: What to Expect for more details here: **********************************************************************************;
  
  We have confirmed your membership for the BODi annual was cancelled on March 14, 2023. You will have access until April 9, 2023. Please accept our apology if at any moment we made your experience with us less than amazing.I sincerely hope you will give us another opportunity to assist you in the future. Thank you again for your feedback.

• Initial Complaint

  Date:03/10/2023

  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.

  It seems I have illegally been charged for their service for 3 years. I signed up for this in 2019 and it seems they have been charging me ever since without my approval. The most recent charge was in January and I asked for a refund and they refuse to do it since it was outside of their 30-day window. Had I known I was being charged I would have contacted them sooner. This company is pure fraud and illegally charging people.,

  Business Response

  Date: 03/15/2023

  Hello *******,
  
  We have thoroughly reviewed your account details and have confirmed that on January 26, 2019, 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.
  
  Upon further review of your account and contact history, we were unable to locate any prior cancellation requests. Your membership renewed on January 26, 2023. On March 9, 2023, you contacted customer support requesting a refund of the charge. Our representative explained the order is now outside of our 30-day money back guarantee period.  Your membership was cancelled on the same date. 
  
  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:03/09/2023

  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.

  Someone stole my credit card and opened and account with then, money disappeared without my consent I closed my bank account and explained the situation the bank provides me beachbody information, I contact them explained that my card was use in fraud, they refunded my $126.00 ,but the next day on 3/8/2023. After I already had file the fraudulent actions, the company withdraw the $126.00 from my account without consent they are committing theft by deception, I contact beachbody and they only refunded me $21.55, and they playing by try to said they gonna take 5 to 10 days and refuse to refund the full amount. Now they say they gonna refund $90.And then $5. .I want for them to give me the full amount not $5 now or $10 later, they are stealing and taking advantage of stolen credit cards, they put me in the negative with my bank by taking all my money. I demand full refund.

  Business Response

  Date: 03/23/2023

  Hello ****,
  
  Upon reviewing your account,we see that on February 6, 2023, you purchased a Total Solution Pack, which included a Shake and Hustle monthly subscription, a Shakeology Vanilla Vegan bag monthly subscription, and an annual BOD subscription, which included a 30-day free trial to BODi monthly. On February 9, 2023, a Preferred Customer membership was purchased on the account, subject to a monthly fee. 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 the subscriptions and memberships to prevent future charges and eliminate access.
  
  On March 6, 2023,the Shake and Hustle and BODi monthly subscriptions renewed. On the same day,we see that you contacted Customer Support regarding the charges made to your account. Our representatives explained that the Total Solution Pack included monthly subscriptions. During the interaction you requested a refund of the charges. We processed a refund for the BODi monthly charge on March 6, 2023. The Shake and Hustle package was refunded on March 8, 2023. The Preferred Customer enrollment fee was refunded on March 10, 2023. All subscriptions and memberships are cancelled on your account, and no further charges will process.
  
  We were able to speak with you on March 23, 2023, confirming that you have received the refunds.

• Initial Complaint

  Date:03/09/2023

  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 March 4th, 2023 I received an email from beach body (an online "wellness/workout" company) stating "Action required, your payment couldn't be processed." I found this email strange, as to my knowledge, I had not been associated with Beach body for multiple years. This was the FIRST email I had received from Beach body in many years. I logged in to an old account using my maiden name. I noticed right away that I had canceled my beach body subscription in May 2020. See the image of proof of cancelation below. I looked at my account and saw that I was being charged, every three months from beach body AFTER I canceled my services. These charges totaled $452. See "Beach body charges" below. This shows the exact dates I was charged and the amount I was charged. You can see that the charges began in December 2020 and now ended in March 2023. That is a three-year time span in which I didn't receive a single email, notification, or any means of communication from Beach body, UNTIL March 4th when I got an email saying my card was declined. I reached out to a total of seven reps at Beach body. Showing proof of cancelation. Half of them agreed that they saw the cancelation BUT couldn't refund me because it was out of their "30-day money-back guarantee policy." Another example of the responses I got is listed below. I spoke to two corporate reps, they did nothing. I find it ironic that the first email I got from Beach Body was 3 years since my use of the service, saying they couldn't run my card. I am requesting a waive of their "30-day policy" and I would like AT LEAST a portion of my money back. Something would be better than nothing, which I explained to corporate multiple times. I lost $452.

  Business Response

  Date: 03/15/2023

  Hello *******,
  
  We have thoroughly reviewed your account details and have confirmed that on December 1, 2019, you purchased a semi-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 have confirmed that on May 4, 2020, you cancelled the semi-annual membership before its next scheduled renewal date.
  
  On November 19, 2020, you purchased 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 in the terms and conditions upon purchase. Like all subscriptions, Beachbody On Demand will renew regardless of usage until you cancel.
  
  Upon further review of your account and contact history, we were unable to locate any prior cancellation requests for the quarterly Beachbody On Demand membership. On March 4, 2023,your subscription attempted to renew; however, the payment was not successful.On March 9, 2023, you contacted customer support requesting a refund of the charges. Our representative explained the orders are now outside of our 30-day money back guarantee period.  Your membership was cancelled on the same date. 
  
  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: 03/15/2023

   
  Complaint: 19563147
  
  I am rejecting this response because:

  As I stated in my complaint, I did not receive a single email from Beach body from May of 2020, until now in 2023. IF I would have started a 14 day free trial as they stated, I would have received SOME kind of email, SOME kind of notification. I did not ever click on a free trial and I didnt receive a single form of communication on Beach bodys behalf. It doesnt matter that it is past their 30 day money back policy. It was their mistake. I want them to take responsibility for their actions. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/06/2023

  Hi *******,

  We have investigated your claim and can confirm that you did enroll in a 14-day free trial on 11/19/2020. During the enrollment process,your email address, physical address and credit card was entered to create the account.
  
  Unfortunately, like most streaming service subscriptions, billing is not based on usage and or sent notifications. We assure you that there was no mistake made on our behalf and that youve only been billed for the subscription that you enrolled and opted into the Terms & Conditions.
  
  Your subscription has been cancelled and you will no longer receive any additional charges for the program you initially signed up for.
  
  Sincerely,
  
  BODi 

• Initial Complaint

  Date:03/09/2023

  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.

  Originally ordered 12 month membership 9MAR21. Was never able to access the membership. Immediately cancelled auto renewal. Was charged again the following year, and cancelled membership again. Was charged again this year.

  Business Response

  Date: 03/15/2023

  Hello ******,
  
  As discussed in our phone call, we have processed a refund for the Beachbody On Demand charges.
  Please allow five business days to receive depending on your financial institution.
  
  Sincerely,
  BODi