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:06/15/2023

  Type:Customer Service 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.

  Obe Fitness removed the option to cancel your subscription online, you have to call between M-F to their customer service number. You cant even email to cancel. This is absurd and the business is making it so difficult for customers to cancel.

  Business Response

  Date: 06/16/2023

  Thank you for reaching out and notifying us of this complaint. We have gathered the relevant information to support our response, which is as follows:
  
  We have confirmed and verified through our platforms database that ***** ***************** *********************** successfully canceled her subscription online on Wednesday, June 14th at 9:08pm EST. When ************ canceled her account online on Tuesday, June 14th at 9:08pm EST, an automatic email confirming the cancelation was sent to the email address on file ***********************. Our team reached out to ************ on June 15th to learn and understand more about her complaint, but we have not heard back.
  
  ************ had access to canceling her account at any time on our platform. Additionally, our customer service team operates during regular business hours, and we strive to ensure that canceling their membership is a hassle-free process. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform that are accessible to all members. Our members can use these channels to reach out to us with any inquiries, requests for assistance, or feedback.
  
  Thank you for allowing us to address this complaint. We value our customers and are committed to providing exceptional service, and we appreciate the feedback submitted.

  Customer Answer

  Date: 06/16/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:06/06/2023

  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.

  Friend recommended me to try then since they offered 30 free days. I was charged prior to the "free 30 day" marketing they had. However, I decided to try them out. In February or April of 2022, I remembered I still had a plan with them, so I cancelled it as I never used it. In May 2022 I got an email stating that my account was "past due". I ignored it thinking it was a marketing thing they sent out to get people to come back. November 2022, I noticed it was pulling out of my bank account still since I had cancelled it back in February or April of 2022. I emailed them again, since they don't have a contact number listed. I spoke with "********" who claimed I had a past due balance with them. I told her I had cancelled my plan months ago and how could I have a past due balance when they were pulling money from my account??? Plus, the program is a "month to month" fee, every other program I have ever been in, if they can't pull their money, they don't allow you to utilize their services. I had told her to cancel my plan. I got no response from her and I just assumed my plan was cancelled since when I went to log into my account it stated I didn't have an active plan. Fastforward to this last week, I was scrolling my bank statement, which I don't do very often and I noticed I was STILL paying for OBE Fitness!! This is going on ***** months! I went to log into my account which still states today that I don't have an "active" account with them!

  Business Response

  Date: 06/20/2023

  Thank you for reaching out and bringing this complaint to our attention. We have gathered the relevant information to support our response, which is as follows:
  
  Based on an investigation using our platform's database, we have confirmed and verified that ***************************** **************************** successfully canceled her subscription on November 3, 2022, at 10:11 am EST.
  
  Additionally, upon receiving ************************ complaint, our team conducted an investigation and discovered that ******************** unintentionally signed up for a duplicate membership with a typo in her email address ***************************** To rectify this, we have promptly canceled the duplicate membership on June 20, 2023, and issued ******************** a full refund for all charges incurred from May 2022 to May 2023. The refund has been processed to the card on file. On June 20th, we also reached out to ******************** personally to inform her about the full refund for the membership charges associated with the duplicate account.
  
  Thank you for allowing us to address this complaint. We value our customers and are committed to providing exceptional service, and we appreciate the feedback submitted. 

• Initial Complaint

  Date:05/30/2023

  Type:Order 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 signed up for the 7 day free trial period through their website. My trial period is over tomorrow, 5/30/2023. I have tried calling the provided phone number and emailing the company. I have not been able to reach anyone. This company needs to be shut down based off of ALL of the complainants. You cant refuse to cancel peoples subscriptions when theyre trying ALL ways to cancel. This has to be against the law!

  Business Response

  Date: 06/02/2023

  Thank you for reaching out and notifying us of this complaint. We have gathered the relevant information to support our response, which is as follows:
  
  ********************* ************************ signed up for a 7-day trial of our annual subscription on May 23, 2023. At **************** request, our team canceled her account prior to the end of the trial period. The member was not charged.
  
  Our customer service team operates during regular business hours (M-F, 930am-4pm EST), however, was closed in observance of Memorial Day on Monday, May 29th, when ************ reached out.  The member emailed on Monday, May 29th at 1:19pm EST requesting to cancel their trial. Our team responded on Tuesday, May 30th at 9:59am EST confirming that her trial period was canceled and she would not be charged.
  
  We strive to ensure that canceling their membership is a hassle-free process. To facilitate communication, we provide an email address ******************************** and have a contact form available on our platform that are accessible to all members. Our members can use these channels to reach out to us with any inquiries, requests for assistance, or feedback.
  
  Thank you for allowing us to address this complaint. We value our customers and are committed to providing exceptional service, and we appreciate the feedback submitted.

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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.

  Obe keeps basically stealing my money (won't let me cancel) and gives ZERO way to resolve it. It will not let you remove your bank information, though I was able to switch my debit card number to a credit card number, since I know my credit card company will dispute a charge for me. This has to be illegal. I want my $169 back and I want my account canceled (which is also impossible).

  Customer Answer

  Date: 05/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Obe online gym making it difficult to cancel subscription.Obe is an online gym subscription service that you sign up for on their website. They offer monthly "cancel anytime" subscriptions where once you cancel, they are supposed to stop charging at the next billing cycle. They claim to have recently lost money due to the *** collapse and have been asking for donations from their customers. I went to cancel my subscription since I don't use it enough and was shocked to find they have very recently removed the ability to cancel a subscription online. Now I can only call during specific business hours on week days to cancel. They won't even let people cancel via email. This whole situation seems incredibly fishy and possibly illegal to me. Also reported Obe to the *** for fraud.

• Initial Complaint

  Date:01/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 cancelled my subscription back in May of 22, it took forever to go through all the hoops to cancel. I finally got it cancelled but was just charged a few days ago for another annual $199 subscription. I havent done any classes since I cancelled in may of 22. The only number I found to call rang for over 30 min with no option to leave a voicemail. Seeing other reports that they are scamming people left and right the same way.

• Initial Complaint

  Date:01/09/2023

  Type:Billing 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 signed up with Obe in January 2022 for a one year membership. In January of 2023 they made multiple attempts to renew my membership by charging the card on file with no prior notification, resulting in overdraft fees to my account. When I emailed them about the issue, they cancelled my account effective January **** but said that I would need to clear up the past due balance of $199 for 2023 because I failed to cancel my membership prior to the subscription renewing. I am requesting they clear the past due balance for 2023, and in the future they should communicate more effectively with their members PRIOR to auto renewing memberships.

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Obe Fitness has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a one year subscription of the Obe app in June 2022. I noticed very early on there were several bugs with getting their classes to even play. I reported the issue several times over the last five months and they have done nothing to fix it at all. The problem has gotten to a point now where their classes dont play at all for me so I requested a refund since nearly half my membership is over and I have been unable to use the services for the most part. They are refusing a refund and still neglecting to fix the problem. I now want only a refund. Ive attached a photo of the fluff emails their support team has been sending me over the last several months.