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:08/17/2023

  Type:Product 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 will start by stating I am disabled and on social security disability and have limited income. I opened an account at ************************* because I believed it was a good way to motivate myself to stay active but this was not true.Between June 25 and 27, 2023, I deposited a combined $650 into the Cadoo app which after deducting a 3.5% fees was $630. I used three Mastercard debit cards I got as a gift and my credit card to cover the 3.5% fees, through the company's payment processor PayPal, using my own account: ************************* These were registered for online use in my own name and home address. I attempted to use the Cadoo app but found out it's algorithm didn't always correctly track some of the exercises that I did. For example, it miscounted the number of situps and pushups and even though I fulfilled the terms of a challenge, my funds were not added to the withdrawable balance. Furthermore, I also injured my abdomen while doing one of these challenges and for these reasons, I requested to close my account and have my funds returned.In the past I was allowed to withdraw my funds but the company claimed to have changed their terms sometime in June 2023. They didn't update the terms page here: "***************************************" about this withdrawal policy change and the company never sent an email to current customers to state that they were updating their policy. This is quite misleading.On July 6, 2023, I contacted the company through their Discord channel by opening a support ticket but I didn't receive a response. On July 8th, 2023 I contacted the company through the support email ******************************* and although I got a response, they wouldn't provide me an answer about closing my account. They claimed they are reviewing my account for cases of fraud or an ongoing case by the regulators but that was more than four weeks ago and they wouldn't respond to my follow up email sent on July 27, 2023. There is no fraud and the funds I are my own.

  Business Response

  Date: 09/14/2023

  The complainant's use of the Cadoo fitness motivation platform was in violation of our TOS and we believe possibly rises to a violation of state and federal law.

  
  As such we communicated with the user repeatedly and requested more information about his activity. 

  
  We can provide all relevant documents and explain in greater detail, but would like to first reopen the case. Or please tell us what we can do.

  Customer Answer

  Date: 09/14/2023

  Hi I was wondering how I can close my complaint #********?

  
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