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Business Profile

Health and Wellness

Better5
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2024

    Type:Product Issues
    Status:
    Resolved
    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 bought Better 5 exercise senior program. My impression was it was a one time charge, however I have been charged an additional$ 35 per month. Four weeks ago I tried to cancel the program, today I have another charge on my bank account. Again, I have reached out to cancel the program. My calls reach out to automated messages and a msg fails to send. I have yet to talk to a real person. All I want to do is to discontinue this exercise program. I have been diagnosed with cancer and cannot exercise for several months. This company should have a way to contact them! When I telephone them, I get offers of free things I do not needall automated voices!

    Business Response

    Date: 27/05/2024

    Hello, we are so sorry to hear! Unfortunately, we don't offer a phone line. However, we are happy to answer any questions regarding our website through our email ****************************** :) We would also be happy to refund you! 

  • Initial Complaint

    Date:27/02/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 just placed & paid for with ****** an order for ***** ******* from **************************.
    They have failed to confirm order, so I need confirmation that all is good or I will be forced to cancel.

    Business Response

    Date: 16/03/2023

    Hello! We provide online exercise classes. You can check out our services here: *****************************

    ****** purchased two digital classes on February 24th. This purchase was made under the same email address that they made this dispute with. I have uploaded a picture of their receipt to this show.

    I have also uploaded a picture of zero results when I search their email address in our ******* Customer Service Centre (*******************) showing that they have not reached out for assistance.

    I have emailed ****** explaining that they must not have received our welcome email and following with instructions on how to log into their account to view their classes. I have attached this email for you to view.


    I have also explained to ****** where to reach out for future assistance. This is also listed in multiple places on our website with a chat box available 24/7. I am more than happy to assist this customer with accessing their classes or providing them with a refund if that is their preference, we offer a 90-day money-back guarantee. However, they did not reach out for assistance. 

    Thank you,
    Danielle
    Better5


    Customer Answer

    Date: 16/03/2023



    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.




    Sincerely,



    ****** ****

  • Initial Complaint

    Date:24/02/2023

    Type:Billing Issues
    Status:
    Answered
    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 an online company that promotes senior exercises. I looked into it but cancelled trial. I now have 2 charged on my **** account from this company. I have mailed them and tried calling only to get no response. I believe they are taking advantage of seniors and then charging if them monthly even if they cancel. The first chg. was Jan 30 followed by another charge Feb 1st. The comments seem to be positive but could be made up?! How do I warn others and also get my money back when they won’t let you contact/talk to them?! I believe this is a big ****.

    Business Response

    Date: 16/03/2023

    Hello! We provide online exercise classes. You can check out our services here: *****************************

    ***** purchased a bundle of classes on January 29th for $27. This purchase was made under the same email address that they made this complaint with. I have uploaded a picture of our ****** to show this.
    I have also attached their receipt. 

    To clarify, our classes are a one-time fee for lifetime access. We do not offer any 'trails' or require any continuous fees.


    I have also uploaded a picture of zero results when I search their email address in our ******* Customer Service Centre (*******************) showing that they have not reached out for assistance.

    I have emailed ***** offering to assist them with signing in or alternatively, providing them with a refund. I have attached this email for you to view.

    I am more than happy to refund this customer, we offer a 90-day money-back guarantee. However, the customer has not taken the necessary steps to be refunded. 

    Thank you,
    Danielle
    Better5

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