Apps
Lose It!Complaints
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/13/2024
Type: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 repeatedly tried to cancel this subscription but was again charged $29.99 on January 7, **** for an annual subscription to the app which I have not used in years. I would like a refund of the charge and to stop the subscription.
Business Response
Date: 01/16/2024
On 1/16/2024, a full refund for the $29.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
It can take up to ten business days for the banks to return funds to your account.
Best,
***************************
Customer Care Team @ ******************
Initial Complaint
Date:01/10/2024
Type: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 am using the app/service LoseIt!. I intended to upgrade to a lifetime subscription. I accidentally typed in the wrong email address to upgrade and the app won't allow me to fix my mistake. So I can't upgrade to the lifetime subscription. There is a chronic error and I can't find any way to fix it. I tried disconnecting and reconnecting, but the wrong email address is stuck in their system. I want a remedy. I would never have started with this app had I been aware that it was fully automated and had no thinking brains behind the company. I still wish to upgrade, but am stuck in an endless maze of non-sense that gets me no where. Please fix!!! Thank you.Business Response
Date: 01/12/2024
A member of our support team has reached out to help with your account and lifetime upgrade.
Best,
***************************
Customer Care Team @ ******************Customer Answer
Date: 01/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.BBB thank you!!! *********** responded immediately to my complaint. I only wish I could have contacted the company directly without making a complaint. They sent me an email and I was able to make my lifetime upgrade. I am not sure if my wrong email address was cleared out, but at this point it should not matter. I can only hope there will be no future payments and I'm ************* forever.
Dear LoseIt!,
It would be nice not to have to complain to get a problem solved. That said, thank you for taking care of this issue within what seems like 24 hours. Great business response.
Thank you!!!!
Regards,
Peace!
RSInitial Complaint
Date:01/04/2024
Type: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.
Yesterday, my card was charged $21.39 for an annual subscription I did not intend to keep. I followed the cancellation instructions on their website to stop this, but their website doesn't support cancellations of memberships. I ensured the membership was purchased on the correct platform (their site) but there is no option to cancel a subscription.Business Response
Date: 01/05/2024
On 1/5/2024, a full refund for the $19.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
It can take up to ten business days for the banks to return funds to your account.
Best,
***************************
Customer Care Team @ ******************Customer Answer
Date: 01/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:12/05/2023
Type: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 premium subscription that shows a renewal date of Friday Dec 22, 2023 in the amount of $29.99 ** per year. I do NOT want this product, I do NOT want a renewal, under my subscription there is no option to select Cancellation. I need it to be confirmed this will NOT renew. I have lost my job months ago; i do not have the means to spend on this program; I just need someone from their customer care team to give me an answer that it will NOT renew. PLEASE.Business Response
Date: 12/06/2023
The charge on the account under *********************** was issued by Apple on December 22, 2022.
To cancel the subscription, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds or manage subscriptions on their platform.
Start the cancelation process with Apple using these instructions: ******************************************
Best,
***************************
Customer Care Team @ ******************Customer Answer
Date: 12/06/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Lose is not just an app developer; it is offering a retail product on line via a variety of subscription levels and costs and then offering billing though a variety of platforms.
Lose It is indicating they do not have access to the Apple billing system yet they have the ability to tell apple what plan type and invoice fee to charge and they receive payments from Apple?
I have read numerous complaints about the difficulties people encounter in trying to cancel; please make working with you easier.
I will try to work through this with Apple on the weblink provided from Lose it.
Regards,****
Business Response
Date: 12/22/2023
Apple does not allow app developers make changes in their payment platform. Refund/Cancellations must be done directly through Apple/the App Store.
But, our records indicate you are able to cancel the Premium subscription, so you will not be charged again for Premium, and your Premium account will now expire on December 22, 2023.
Best,
***************************
Customer Care Team @ ******************
Initial Complaint
Date:12/02/2023
Type: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 wanted to use this app, and it stated the cost would be $3/month, but I am now being charged $50 after a week of using it. I tried to use the Loseit contact page, but refuses to send the complaint for an un-specified reason. I am seeking a refund as I can't afford $50 for an app.Business Response
Date: 12/05/2023
The charge on the account under ************************************** was issued by Apple on 12/2/2023.
To obtain a refund, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds on their platform.
Start the refund process with Apple using these instructions: ****************************************
Best,
***************************
Customer Care Team @ ******************
Initial Complaint
Date:11/19/2023
Type: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 today's date 11/19/23 - I was sent an email for lifetime subscription for Lose it - I thought the price was $19.99 - I noticed a charge of $49.99 on my bank statement - I tried to cancel it immediately and filled out all the information required - there is no person at this company to talk to and the computer keeps asking the same questions over and over again - there is no way to cancel it - it says pending on my bank statement so I'm trying to stop it before it goes through - I'm an elderly person on a fixed income and would never pay $49.99 per year for something that I thought was $19.99 - I hope you can help.Business Response
Date: 11/20/2023
On 11/20/2023 a full refund for the $49.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
It can take up to ten business days for the banks to return funds to your account.
Best,
***************************
Customer Care Team @ ******************
Customer Answer
Date: 11/20/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:11/14/2023
Type: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.
This is now my 2nd or 3rd year trying to cancel my membership with Lose It. I followed the instructions on their website and it goes in circles. On the final set you get a message OOPS THE **** YOU ARE LOOKING FOR DOESNT EXIST!! I tried the phone number BBB lists and it is not a good number. I tried the number Discover Card has and it refers you to Lose Its web site. I want this canceled and preferably a refund for the last two years I did not use their service. Any help would be greatly appreciated. This has been extremely frustrating and upsetting. Thank you.Business Response
Date: 11/15/2023
On 11/15/2023 a full refund for $19.98 was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
It can take up to ten business days for the banks to return funds to your account.
Best,
***************************
Customer Care Team @ ******************
Customer Answer
Date: 11/15/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
Date:10/29/2023
Type: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 charged ***** after I was unable to cancel the free trial of LoseIt premium (I am a new user). I tried numerous times to cancel the free trial and to contact customer support, only there isn't any real customer support, just a chat bot that goes in circles. I finally managed to get a refund pending, however this issue of being unable to cancel the "free trial" needs to be fixed ASAP. In the meantime, I have to pay off the ***** charge as I still have not yet received my refund :/Business Response
Date: 10/30/2023
On 10/27/2023 a full refund for the ***** charge was issued through the ****** Play Store. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
This article from ****** goes over their refund timelines for purchases made through the ****** Play Store: ************************************************************************************
Best,
****
Customer Care Team @ ******************
Customer Answer
Date: 10/30/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Vivi ZInitial Complaint
Date:07/27/2023
Type: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 a premium subscription with this app and I haven't used it in months. With no warning, it suddenly renewed for a year and automatically charged my credit card $42.64. I did not authorize them to do this and I received no emails or texts that the subscription would renew. I immediately cancelled my subscription but there is no working mechanism to request a refund. You get sent to Apple and Apple tells me there's no receipt for the transaction which is crazy since apple charged me for it. There is no way to contact Lose It in their help area - it's all preprogrammed advice - no contact us email or number. Basically it's set up so you'll give up and they can take your money. I'd call this whole thing terrible customer service at best and at worst a scam.Business Response
Date: 07/27/2023
The charge on the account under ******************** was issued by Apple on 7/27/2023.
To obtain a refund, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds on their platform.
Start the refund process with Apple using these instructions: ****************************************
Best,
***************************
Customer Care Team @ ******************
Customer Answer
Date: 07/28/2023
I tried that! **** says there's no receipt for the thing they charged me for???? It makes no sense.
Business Response
Date: 07/31/2023
Our records indicate the charge on the account under ******************** was refunded by Apple on July 29, 2023.
This link from Apple goes over how long refunds take: ****************************************
Best,
***************************
Customer Care Team @ ******************Initial Complaint
Date:05/12/2023
Type: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 Feb 12, 2023 my credit union debited my account $99.98 to LOSEITXL.COM. I disputed the charge with my credit union. My credit union temporarily credited me that amount until the charge was investigated. On May 1, 2023 the credit has been revoked and the debit to LOSEITXL.COM appears again on my account.I have no idea who LOSEITXL.COM is or what they sell. I have tried to contact LOSEITXL.COM to no avail. PLease help me.Business Response
Date: 05/15/2023
Based on the info provided, the charge was through *****************************************, which is not affiliated with FitNow *** and Lose It!.
Our credit card charges will appear as the following (based on where you purchased your subscription):
Apple iTunes - APPLE.COM/BILL or ITUNES.COM/BILL
Google Play - GOOGLE*LOSE IT
LoseIt.com - LOSE IT! HTTPSWWW.LOSE MA
I found ***************************************** contact info here:
Contact **
RN ******************* LLC
******************************************************************
**************
*********************************Customer Answer
Date: 05/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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