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:10/27/2022

  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 canceled beach body back in January of 2022. However I was charged again this October 2022 (yesterday). I canceled again. However since I already canceled, there was no reason for be being charged and I want my money back.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Hello *****,
  
  Upon reviewing your account, we have confirmed you purchased a Beachbody On Demand membership (billed every six months) on April 25, 2021. Unfortunately, we were unable to locate any prior cancellation attempts for the subscription. On October 26, 2022, your Beachbody On Demand subscription was cancelled and a refund of the most recent charge was processed.
  
  We have issued an additional refund for the April 25, 2022, charge as a courtesy. Please allow up to five days to receive the refund depending on your financial institution.
  
  Sincerely,
  Beachbody

• Initial Complaint

  Date:10/20/2022

  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.

  Back in August 2020 I decided to treat myself to a beach body program for my 30th birthday during Covid. My friend was a coach for this company and encouraged me to join. I am weary about subscription services, especially for a workout program I had never tried before. Two weeks into the program I decided I only wanted to commit to a year and cancel a future subscription. I contacted customer service to cancel after 2020 and they assured me it would not renew. Come to find out the subscription was not cancelled as I had requested and I was charged for 2021 and 2022. When I called customer service to rectify this and get a refund for those two years I was told my subscription hadn't been cancelled just two services within the subscription. They said beach body only has a 30 day money back guarantee based off satisfaction. I would like my refund for those additional two years I did not consent to. Especially because I went out of my way when first joining to make sure I would only be charged one year. This is a scam and not legal.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Hello******,
  
  We have reviewed your account in detail and would like to summarize your account history.
  
  On July 31, 2020, you placed an order of the Muscle Burns Fat Challenge Pack, which included a Shakeology Triple Combo subscription, Nutrition Plus and an annual Beachbody On Demand subscription.
  
  On August 17, 2020, we have confirmed you cancelled the Nutrition Plus subscription via self-service. On the same date, you contacted customer support and requested the cancellation of your Shakeology subscription.
  
  The Beachbody On Demand subscription remained active and the subscription renewed on July 31, 2021 and July 31, 2022 due to no prior cancellation requests.
  
  As a courtesy, we have issued a refund of the July 2022 charge of Beachbody On Demand. Please allow up to five days to receive depending on your financial institution.
  
  Sincerely,
  Beachbody

• Initial Complaint

  Date:10/19/2022

  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 reached out to BeachBody for a billing issue and used the option to text customer service. Everything was fine and the issue was resolved. However for the next 2 hours and 10 mins the same number spammed me 7 times even though I repeatedly told them to stop and the issue had been taken care of.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Hello******
  
  Thank you for notifying us about your recent experience. Please accept our apologies for the multiple contacts.
  
  We are happy we have resolved your initial concerns and will work towards preventing this issue moving forward.
  
  Sincerely,
  
  Beachbody

• Initial Complaint

  Date:10/16/2022

  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 is very difficult to cancel this service. After 3 login tries, within the first 30 days timeframe, it still automatically billed me and sent me the terrible shakes, etc. I individually logged in three times, checking the cancelation box each time. When I realized it still was not canceled (on Oct 3, 2022, the third time), I contacted my "coach" and she even confirmed it. In spite of that, they billed me 132.00. Then, after 45 min with the "text help support", they assured me they would refund me the money, and 10 days later they still had not. I filed with my credit card company. I cannot recommend this company to anyone. The two different phone numbers listed are not manned and hang up on you. My helpful "coach" had suggested multiple times that I just do it online, and you can see where that got me. $132 poorer. I want a FULL refund for the products that I did not order. It should not be incumbent upon me to pay to ship back a product that I did not order. I also request that the company delete ALL of my credit card information from their files, I want NOTHING to do with this fraudulent company.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Hello ****,
  
  We understand you were billed and shipped a Shakeology Vanilla Vegan bag on October 4, 2022, after several attempts to cancel. We have processed a refund of the order on October 20, 2022. Please allow up to five days to receive depending on your financial institution.
  
  We have sent you an email with additional information regarding the refund.
  
  Please accept our apologies for the inconvenience this matter has caused.
  
  Sincerely,
  Beachbody

• Initial Complaint

  Date:10/11/2022

  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.

  We purchased a MYX Fitness bike in January 2021. The bike was used regularly for the first few months, then only a few times a month after that. The bike has been maintained very well and has always been stored in our living room. Starting this October 10th, 2022 the tablet would not turn on. I worked with customer service (through text message) to troubleshoot the issue, where they inquired about the power cord, power block, status lights, etc. After sending videos showing the bike in good condition and the status lights functioning and at the end of of their troubleshooting, they notified me our warranty on the bike expired in Jan 2022 and I would need to purchase a new tablet for $200+. I informed the customer service rep I feel I should be entitled to a free replacement tablet, since through no fault of ours did the tablet stop working (the bike is in excellent condition and there is no damage to the bike or tablet). I asked them to bring the matter to their supervisor and that if I was not offered a replacement tablet free of charge, I would like to file a formal complaint with the company... After the customer service rep came back and said there is nothing else they can do due to the expired warranty, I asked them to help me file a formal complaint. They immediately ended the text conversation and said "Thank you for messaging us. This conversation is now closed. If you still need assistance from an agent please visit us at beachbodysupport.com"... I feel we deserve a replacement tablet for free since the product we bought stopped working due to no fault of ours. If I knew the tablet would stop working after less than two years and the company would try to force us to buy a replacement tablet, I would have spent more money on a higher quality bike like a Pelaton.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Hello*********
  
  Thank you for the detailed message. We have thoroughly investigated your account and have reviewed our systems to validate purchase date, contact dates and warranty status at the time of contact.
  
  As you know, MYX offers an industry generous 1-year parts and labor warranty effective from date of delivery. This policy has been thoroughly vetted amongst our Executives and is equally enforced across all our eligible equipment.
  
  Our records confirm that your warranty expired on January 25, 2022, which is 1-year post delivery.
  
  Unfortunately, you contacted us on October 10th, 2022, regarding the tablet issue - 8 months outside of the warranty period. As a result of being significantly outside of the warranty period, we're unable to provide a tablet replacement under the policy.
  
  For your reference, please see the warranty policy FAQs: *********************************************************************
  
  If you need help purchasing the tablet, please don't hesitate to reach out to our customer service team at ******************
  
  Sincerely,
  Beachbody
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not arguing that the fitness bike doesn't fall outside of the 1-year warranty at this point, however, I fail to see how a 1-year warranty on an exercise bike that cost $1300 is considered generous - in fact, I would argue that it is average and in line with the rest of the industry at best. It has been less than 2 years and the equipment has stopped functioning due to no fault of ours. So I understand that the bike/tablet is not covered under warranty, however as a customer who purchased the bike and subscribes monthly to the BeachBody platform for an additional $30 a month (which we have been unable to access on our tablet since it will not turn on) I feel that we are due a replacement and should not need to pay an additional $210 for said replacement tablet, as offered by the customer service representative. As a loyal customer of your company, I'm asking you to send us a free replacement or at the very least offer a steep discount due to this frustrating process. This would be an act of customer appreciation and rewarding customer loyalty. Otherwise, why would I not cancel my membership immediately and buy from a competitor? If I am forced to buy another tablet for $210, I would instantly assume this tablet will also breakdown with a year or two and I'll be forced to pay for another and repeat the cycle. I would hope that a corporation that proudly sells their equipment would want its customers to think they are buying a quality product and the company would stand behind it. I understand the company's warranty policy, but strongly disagree with their lack of accountability and do not accept their response.
  
  
  Business Response /* (4000, 9, 2022/11/04) */
  Hello*********
  
  Unfortunately, your equipment is significantly outside of the manufacturer's warranty and the only option is to purchase a new tablet.
  
  Like all consumer electronics manufactures, we issue our products with a manufacturer's warranty to serve as a tool for accountability and protection to consumers. When within the manufactures warranty parts, labor and replacements are covered. In this case, since you're significantly outside of that period the parts, labor and/or replacement for the repair is at your cost.
  We understand the basis of your response is that you've only had the product 20 months and it's not working at any fault of yours - also acknowledging your disagreement with our warranty policy.
  
  Please let us know if you will be proceeding with ordering a new tablet and we'll reach out to that team to try and help speed the process along.
  
  Sincerely,
  Beachbody

• Initial Complaint

  Date:10/10/2022

  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 started a trial membership with Beach Body on Demand in March 2021. I used the service one time on March 25, 2021. Over the past 18 months, I have paid a total of $394.79--five payments of $63.14 and one payment of $79.09. I never received an invoice or notice that the rate was increasing. After noticing a transaction on my account on September 9, 2022, I realized my trial membership became a paid membership.
  
  I have successfully cancelled my account and verified the cancellation with a Beachbody customer service representative. I was told my payment made on September 9, 2022 would be credited in the next five business days. The representative told me I would not be able to recoup any costs already incurred on past statements. I'm hoping that because I never received an invoice or notice that my membership rates increased, I am able to be refunded for services not used.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Hello *****,
  
  On March 25, 2021, we have confirmed you placed an order of the Beachbody On Demand quarterly subscription with a 14-day free trial. Due to no prior cancellation requests, you have been billed quarterly for the subscription.
  
  You were sent an email notification on May 23, 2022, regarding the Beachbody On Demand price increase. A prebill notice is also sent 30-days prior to the next Beachbody On Demand billing.
  
  As a one-time courtesy, we have processed an additional refund for the July charge of the subscription. Please allow up to five days to receive the funds depending on your financial institution.
  
  Sincerely,
  Beachbody

• Initial Complaint

  Date:10/07/2022

  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 renewed my subscription. They had an error on their website (it was down for 12+ hours right after my renewal) and my credit card was charged. I contacted support. They said they had no record of my order but they'd give me temporary access. They told me I had to wait for the authorization to expire to fix anything. They then told me to wait for that auth to clear then to go back in and redo my renewal.
  
  I waited to renew. Their website said a total solution pack included an annual membership. I again paid the renewal fee. The renewal didn't show up. I contacted support. They said that because the support team member from my last issue put temporary access on my account to avoid loss of access, I'd have to pay additional fees if I wanted access to my annual renewal even though their website said I'd already paid for it by renewing. The website specifically outlines the total solution packs include annual access to the website.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Hello *******,
  
  Upon reviewing your account, we have confirmed you have been provided access to Beachbody On Demand until October 7, 2023. Please accept our apologies for the inconvenience this matter has caused.
  
  We attempted to reach you to discuss your concerns further; however, we were unsuccessful.
  
  Sincerely,
  Beachbody
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/06/2022

  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've been using OpenFit (MYXFitness, Spin Bike) for some time and enjoying the services. This past July, 2022, OpenFit merged/migrated with Beachbody, thus having customers create a new Beachbody account. In addition, customers had to update the software on the tablet for the spin bike. When I updated the tablet per Beachbody guidance, is when all of my issues started. I cannot access any spin classes, or other classes due to the loading wheel spinning on my tablet. It also takes a very long time for the main screen to come up, which leads to all the other issues. I've not being able to use the Spin Bike since late July, and still no resolution. I've called and talked to support (many emails) and done all of the following: Updated the tablet, reset my router, factory reset my tablet, many speed test, photos of my router, took videos and photos, and even had a Zoom call. Not even sure if my Wahoo sensor works due to not being able to use the bike. They have sent me a second tablet, and still nothing is fixed. They also have refunded me the monthly subscription due to not using the product. I've asked several times to send a tech, with no response to that. At this point, I've also asked to refund me the bike cost, and to come pick it up due to not working, with no response to that. I keep been told that "developers are still working on the issues". Its over 2 months with nothing fixed. Due to the issue caused by Beachbody, and failure to solve this, I'm requesting a refund of the purchase of the bike, so I can move on.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Hello*****,
  
  Thank you for taking the time to speak with us regarding your concerns.
  
  After multiple troubleshooting steps regarding the connectivity issue with your Myx tablet, it appears the issue may have been due to the router access point configuration, ISP specific internet traffic or other network connection issues at your location. We are pleased to have reached a resolution to resolve your concerns.
  
  Please accept our apology if at any moment we made your experience with us less than amazing.
  
  Sincerely,
  Beachbody
  
  
  Consumer Response /* (2000, 7, 2022/10/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)