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Complaint Details
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Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been attempting to cancel my ZIN membership, which is charged monthly to me for about *****, for over a week. I have attempted to contact the company almost daily, waiting on hold for the sum of multiple hours, requesting callbacks, leaving voicemails, and exhausted every other communication possible to cancel. Per their policy, the only way to cancel is via phone and no one will answer or return my inquiries, please cancel the member ship and refund my April ******
Business response
04/09/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Apr 4 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My complaint seems to be common. *** tried for the past month to cancel my membership. Automated emails and long holds prevent you purposely from doing that. Im currently on a reported 18min hold time thats now been over an hour.Business response
04/10/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Mar 21 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
03/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Anyone doing due diligence by reading this before purchasing from Zumba - let me save you a lot of trouble - DON'T DO IT. There are plenty of other fitness businesses out there who treat their customers better. I should not have to waste hours of my time on a call they never pick up just to ask them not to take my money. Absolutely gross. As you can see from all the other submitted comments - this is not a rare occurrence for this company - it's their modus operandi. I have literally been waiting for hours for a representative to simply pick up the phone so I can cancel my ZIN membership. I have gotten nothing but dance music in my ear. All I want is a confirmation that it has been cancelled.Business response
04/25/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Apr 17 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
03/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I have been trying to cancel my ZUMBA membership since March 15th 2024 . I have called numerous times, left voicemails, and sent an email on March 18th 2024. You cannot cancel online, and when someone finally answers the phone they put you on hold for hours then they finally hang up. This is totally bad business and disloyal to members who thrust(ed) them.Business response
04/09/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Apr 4 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Customer response
04/12/2024
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
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I would like to CANCEL my Zumba Zin monthly membership (*************************, ************* The only way to do this is to CALL THEM. I have tried calling NUMEROUS TIMES. I was on hold this morning for 2 hours. I called back this afternoon and finally someone picked up and asked for my name and then said that they were transferring me to their colleague. I was put back on hold and have since been on hold for hours, again. How can I cancel if no one picks up the phone? I have called numerous times. I need help. Please help me CANCEL my Zin monthly membership ASAP.Business response
03/26/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Mar 22 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
03/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cancellation Request and Dispute of Charges for Zumba Membership Dear Zumba LLC,I am writing to dispute a recent charge on my account for a ********************** membership that I've attempted to cancel over the phone and online with no resolution.I have been trying to cancel my membership for about a month but have been unable to do so due to long wait times on the phone (44 minutes+), emails with the round about of trying to collect more money by trying to cancel my account.I request that you immediately cancel my membership and reverse any charges associated with the upcoming billing cycle.I need prompt attention to this matter before I get charged again for a service I never used. Sincerely,*********************Business response
03/27/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Mar 22 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Customer response
03/27/2024
Complaint: 21403404
I am rejecting this response because:
Immediately after I received an email from Zumba LLC trying to collect an additional payment which I have pointed out and revised to pay for something that is so hard to cancel to begin with. That last payment is not my responsibility, as the company made it hard for me to cancel on the previous month.
Sincerely,
*********************Business response
04/02/2024
Hello,
We have reviewed **************** response and confirm that the member emailed us on January 22nd, 2024. We responded to that email the next day and informed the member of the following:
"To cancel your membership, please call us as we would like to understand and resolve any issue you may have had. Our ************* agents are available Monday through Friday, and our contact phone numbers and hours of operation can be found on the Contact Us page: Zumba
Your membership cannot be canceled online, by email, by letter, or by leaving a voicemail. Please be aware that you must cancel your membership on or before the last business day of a month in order to avoid being charged fees for the next month"
The member did not email us back to say she was having any issues reaching us. According to our records, the member did not call us until March 6th, 2024, and we spoke with them about their cancellation request. We also emailed the member on March 8th, 2024, and explained the following:
"The month that you request to cancel your membership becomes your last month as a ZIN member. For this reason, the payment for the last month must be processed in order to cancel the membership. The last payment must be processed on the day you request to cancel. When we process the payment and cancel the account then it will expire at the end of the month.
Your membership cannot be canceled online, by email, by letter, or by leaving a voicemail.
We do not have any records from February with your phone number, no missed calls or conversations with our representatives."
With that said, as the member did not call us to cancel the account until March, the March payment is/was due and valid as services were rendered.Customer response
04/03/2024
I have attached the Payment Terms and Condition you have on your own website with 2 options to cancel the membership. To which I replied to your legal representative by email stating that I was trying to cancel but was unsuccessful. That is what started my cancelation process.Customer response
04/03/2024
Complaint: 21403404
I am rejecting this response because:I have attached the Payment Terms and Condition you have on your own website with 2 options to cancel the membership. To which I replied to your legal representative by email stating that I was trying to cancel but was unsuccessful. That is what started my cancelation process.
Sincerely,
*********************Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a member for many years and Ive been trying to cancel my membership now for the past couple of weeks. I am a full-time kindergarten teacher and my availability to call within business hours is extremely limited. I have been on hold for over 45 minutes when I tried to call after school yet never been able to get anybody on the phone to cancel my membership. I would like to have it canceled immediately.Business response
03/26/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Mar 11 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Customer response
03/26/2024
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
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It shouldn't take me 2+ hours of waiting on the phone to cancel my Zumba membership. I paid $50 a month for several months + the initial fees to become an instructor. It has to be cancelled via phone call, but the wait time to talk to someone is ridiculous. They want to call me back, but I am a teacher, I am not available to talk throughout the day. After finally getting a hold of someone, they spent 20+ min. trying to talk me out of cancelling. I was then charged a cancellation fee and had to pay the month of Feb even though I haven't used my Zumba membership since October. I would've cancelled earlier, but I couldnt get a hold of them because they have insane wait times. I was charged all of Feb even though I attempted to cancel early January. I am not necessarily seeking reimbursement, but I think this is super shady and hope their policies change in the near future.Business response
02/06/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Feb 2 ****. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
02/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I took a Zumba instructor training class July 9, 2023 where I sign up to become a ZIN member for 6 months. After being a member for 7 months I decided that being a instructor is not for me so I called the Zumba customer service support number to cancel numerous time only to be put on hold and transferred by a customer service rep who only help if your buying something. I use to think so highly of Zumba and its sad how they treat their supporters. I want to cancel my ZIN subscription membership.Business response
02/20/2024
Hello,
We have reviewed this case and can confirm that the members account was cancelled on Feb 15 2024. We sent the member an email confirmation on this day as well.
Please let us know if we can further assist.Initial Complaint
01/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had purchased the Zumba circle mobility class in November. I just cant find the time to take the class let alone teach it. Things have happened in my life that I have to work extra hours at work. I asked them for a refund for the class. They denied me. It was $140. Is there any way BBB can help me get my refund ?Business response
01/24/2024
Hello,
This member has done a chargeback. There is no further action required here.
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Get a QuoteCustomer Complaints Summary
168 total complaints in the last 3 years.
101 complaints closed in the last 12 months.