ComplaintsforZumba Fitness, LLC

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  More info

  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.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my monthly membership for over a week. I've always been on hold and no one has actually answered the phone. So far today, I've been on hold for two hours . I had hoped not to be billed on January 21st. Please cancel this membership!

  

  Business response

  01/29/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Jan 29 ****. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I registered and paid $119.** on 1 Nov 23 through auto wd to take the Zumba Instructor training, I did not foresee a car wreck that I was involved in on 11.15.23. I spoke with a Zumba Training Instructor at ************ on 17 Nov 23(Fri) @ 3:06 PM and 17 Nov, 2023(Fri) @3:30 and Jan 8, (Mon) @2:32 pm and informed them that I would not be able to fulfill that commitment to become an Zumba Instructor and was not able to predict when I would be prepared to fulfill that commitment. I was told that I have a year to complete the training and I asked to be reimbursed the amount that was debited from my account. That did not happen. I requested reimbursement verbally and via emails that continue to be rejected. I am finding that I am being debited $43.** per month after I expressed my concerns to be reimbursed and refrain for future automatic withdrawals with prior approval. I feel that I am being ignored. I will be speaking to a member of the ********************* *********, ** ************ on. 21 Jan ****. Thank You mb

  

  Business response

  01/24/2024

  We have reviewed this case and can confirm a $75 cancellation fee. We can also confirm that when a customer can not attend a training, they can place their training credit on hold and transfer it to a new training within one year from the registration date. These are the only two options for anyone who registers for a training and can not attend. We do not offer full refunds. This is also stated in our terms and agreement that this customer and any other customer who registers for an instructor training agrees to when registering for the course. For your convince, you can find the terms here: 

  
  **************************************************************************************************************************************************

  
  The $43.** per month the member refers to is the monthly fee for our Pre-*** membership program. This is also something the member agreed to when registering for the training. The terms for this are on the training registration page and state the following: 

  
  GET 1 MONTH ***(TM) MEMBERSHIP INCLUDED WHEN YOU SELECT AUTO-RENEW By selecting the auto renew option, you understand, acknowledge and agree that beginning on the 21st of the month following the month in which you register for Zumba Basic 1, Jumpstart Kids or Jumpstart Gold Training, your *** Membership/Access to Pre-*** tools and support will automatically renew on a month-to-month basis and you will be charged $43.94 USD USD per month. Read below for more details (this refers to our T&Cs).

  
  Our payment T&Cs are also on the training registration page. For your convince, you can view them here:

  *********************************************************************

  
  Under "Recurring Payments Terms & Conditions," you will notice the following: 

  
  Automatic Renewal. Your membership will continue for the length of the initial term you selected for your Payment Plan and at the end of your Payment Plan term, it will automatically renew for additional prepaid periods of the same length unless you choose to cancel prior to that renewal, or your *** Network and/or SYNC Network and/or The ***** Network membership(s) is cancelled, terminated, or discontinued by you or by Zumba. Your Payment Method will automatically be charged at the rates in effect at the time of renewal.

  
  Cancellation. Cancellation of your *** Network and/or SYNC Network and/or The ***** Network membership(s) shall be effective at the time of cancellation. Cancellation of your *** Network and/or SYNC Network and/or The ***** Network membership(s) must be made on a Business Day and more than twenty-four (24) hours before the 1st day of a calendar month, unless otherwise permitted under applicable law, or your Payment Method will be charged for that month. If you cancel your enrollment for recurring Payments on a monthly Payment Plan, and you wish to remain a part of the *** Network and/or SYNC Network and/or The ***** Network, you will be responsible for taking the appropriate action to pay the appropriate membership fees for the next month on or before the end of each month. Cancellation fees may apply if you cancel your *** Network and/or SYNC Network and/or The ***** Network Membership(s) prior to the end of any minimum commitment period. Zumba reserves the right to waive any cancellation fee, in whole or in part, at its discretion. Zumba's failure to enforce a cancellation fee or any other provisions of these Terms and Conditions shall not be construed as a waiver of the right to assert any such terms on any future occasion. 

  
  You may cancel recurring Payments at any time:
  
  a. Online:
  
    Log into your *** Home and/or SYNC Home and/or The ***** Home account(s) located at www.zumba.com and/or www.strong.zumba.com and/or www.circlmobility.com.
    Click on "My Account"
    In the "Membership" section, click on the "Support" tab and then select "Cancel Membership".
  
  b. By Phone:
  
    By visiting *********************************************** to find the ************************ phone number and hours of operation for your country.
  

  
  The member has yet to contact us as required above to cancel the monthly payments. Therefore, the account is still active.
  

  Customer response

  01/24/2024

   
  Complaint: 21177584
  
  I am rejecting this response because:

  I was not able to cancel the *** membership in the amount of $43.94.  I was charged

  on 1 jan 24 and charged again on 24 Jan 24 and thought that  this was a monthly charge.

  Please refund the double Zin Charges.   

   

  Thank You/mb

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

  Customer response

  01/24/2024

   
  Complaint: 21177584
  
  I am rejecting this response because:

  I was not able to cancel the *** membership in the amount of $43.94.  I was charged

  on 1 jan 24 and charged again on 24 Jan 24 and thought that  this was a monthly charge.

  Please refund the double Zin Charges.   

   

  Thank You/mb

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

  

  Business response

  01/25/2024

  Hello,

  The charge on January 2nd was for the month of December. The original December 21st payment was rejected and and was not paid until the January 2nd. This is why the member has 2 charges in January. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled this subscription over the phone last spring in May. Someone never put it through and this company has been charging my debit card $44 per month for 7 or 8 months now. When you call customer service, you are put on hold for HOURS. When I finally reached someone, she said she was not authorized to cancel the charge and put me on hold again. THIS COMPANY IS A TOTAL SCAM. I'm going to do an investigation. I would like this charge to STOP, my account to be canceled, and I'd like to be refunded the previous charges for 8 months time.

  

  Business response

  01/19/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Jan 16 ****. We sent the member an email confirmation on this day as well.

  We do not have any record (phone call or email) of a previous attempt to cancel. Therefore, no refund is due.
  
  Please let us know if we can further assist. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I became a ZIN member in 2017. I have now been trying to cancel my ZIN membership with the provider (ZUMBA LLC) for weeks now. Their policy for cancelling a membership is to speak to someone over the phone, but I have never gotten through to talk to an actual representative and have waited over weeks on end for hours on hold. I have let my card on file end and am still being charged somehow. I want confirmation that my Zin account with ********************** has been terminated.

  

  Business response

  01/12/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Jan 10 ****. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer response

  01/12/2024

   
  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

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the initial course and there is a money back guarantee if you're you're not satisfied with the service. I AM NOT SATISFIED!!!!!! I have been attempting to cancel and get a refund on my purchase for the last couple of days.I keep getting transferred and no on is helping. Upon reading any review i realize this something they've been doing for years...this is unacceptable and should be illegal for such a big company. Please avoid these scam artist if you can!

  

  Business response

  01/12/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Jan 9 ****. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying a ZIN membership fee for the past few months. After paying my membership for a few months, I've decided that I wanted to cancel my membership. Zumba/ZIN only accepts cancellations over the phone. I've tried calling numerous times, but I've been put on hold all day after, being hung up numerous times, and I can't get ahold of anyone to cancel my membership. I've been calling for the last couple of months and haven't been able to get ahold of anyone. This is all a scam, as it appears that I cannot cancel this membership, and it is impossible to get ahold of someone.

  

  Business response

  01/25/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Jan 19 ****. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

  Customer response

  01/25/2024

   
  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

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No longer using ZIN ******************* Can't afford it. They're making it impossible to cancel. Long hold times, when someone does answer you, they can't/won't do anything and you get stuck in a transfer loop. That's if you can get ahold of anyone at all. Looking up the issue brings up a very large amount of reports of similar behavior. I just want to cancel. That's all I want.

  

  Business response

  01/25/2024

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Jan 19 ****. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Attempting to cancel monthly membership. Have made several calls to zumba over the last month only to be on hold for up to an hour. Only once did I actually reach a live person who asked for my email address and placed me back on hold. I'm currently on hold as I am filing this complaint. Extremely poor business practice of making you speak to a live person to cancel and the number of complaints for this exact issue are unreal. DO BETTER ZUMBA!!

  Customer response

  01/05/2024

  I was finally able to reach a live person and cancel my membership. Issue resolved.

*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. ↩