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:06/04/2025

  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.

   
  Complaint: 23418067
  
  I am rejecting this response because:

  1?They literatly rejected my refund request.

  2?They did not provide any membership service for me.

  3?The membership and B1 training were clearly  bundling  sale ,and they put the membership sale under the page that I can barely see those tiny little letters. 

  4?Since they are going to charge me monthly ,they have not sent me a email informing me about the autobilling which violate my right to know.
  
  Sincerely,
  
  ******* *****

  print without clear notice, which could be easily ignored by comsumers , I believe that it violates comsumer rights of knowing. No Secondary Confirmation or Pre-Charge Notification: IF it is going to charge me monthly ,it should email to me to notice and confirm the aotopay monthly , but I had not received any notice of payments for the last 12 months.LAST OF ALL, when I purchase the B1 training, I used my friend's credit card to pay the only bill, not any other bills, My friends credit card, provided for a one-time B1 training fee, was unlawfully enrolled in automatic billing without my authorization or my friend a clear violation of **** prohibitions on deceptive billing.

  

  Business Response

  Date: 06/18/2025

  We have reviewed the details of this complaint and would like to provide the following response for clarification:
  
  ***** enrolled in a Zumba Basic 1 (B1) Instructor Training course on May 23, 2024. During the checkout process, Huang also opted into our Zumba Instructor Network (ZIN) auto renewed Membership. This information is disclosed during the purchase flow and is also outlined in the terms and conditions, which the user must accept in order to complete the transaction.
  
  The billing in question began on June 21, 2024, and continued through May 2025. No request to cancel the membership was received until May 2025. As is standard policy, ZIN membership fees are billed automatically until cancellation and are not dependent on the frequency of website logins or membership usage.
  
  We understand that the ***** believes the renewal terms were not prominently displayed. However, we can confirm that the automatic renewal of the *** membership was presented as part of the training enrollment process and accepted at checkout.
  
  Based on the above, we confirm that the charges were valid, the services were made available, and the membership was active and accessible for the full period. Therefore, no refund is due. 
  

• Initial Complaint

  Date:04/14/2025

  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.

   
  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,
  
  ******* *******unable to register on 1/30. Come to find out, you cannot register while on pause. I reached out to cust service on 1/30 and rcvd a response from Christian on 1/31 saying they could unpause me to register or extend my coupon code. I wrote back saying either works. This is when I started to get robotic responses from new **** each time. On 3/4 I reached a supervisor on the *********** em me a request for documentation and said I would hear back within 5 days. I never heard back. More back and forth emails with a new *** each time. Its been over 10 weeks w no resolution. The hotel I planned to stay at, which is onsite of the convention, where my friends are all staying, is now sold out. On 4/11, my final email asked for a resolution via refund to my credit card for $459 for ZINCON 2024. I rcvd another robo-response. I have been a ZIN member since 2018 & Ive spent thousands of ************ disappointed in their lack of customer *********************

  

  Business Response

  Date: 05/07/2025

  Hello, I can confirm that we have now been able to speak with the member and are currently in the process of refunding them for the registration.

• Initial Complaint

  Date:04/03/2025

  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.

  I have submitted five separate requests via email to cancel my membership. As indicated in the attached documentation, your website states that cancellations can be completed online. However, the provided link is non-functional, and there is no visible Cancel Membership button available on the site.
  
  Furthermore, I was informed that cancellations must be made via phone, with the explanation: We're looking forward to a phone call with you as, in most cases, cancellations cannot be completed online, by email, by letter, or by leaving a voicemail.

  

  Business Response

  Date: 04/29/2025

  Hello,
  
  We have reviewed this case and see that we attempted to call the member on April 22nd 2025. However, we could not reach the member. Although it is our policy that members cancel over the phone, we have made an exception and have cancelled the member per this case on April 22nd 2025. We sent the member an email confirmation on that day as well.
  
  Please let us know if there is anything we can do further.

  Customer Answer

  Date: 05/09/2025

  Complaint: 23154411
  
  I am rejecting this response because:

  Despite submitting five written requests, Zumba failed to cancel my account as requested. Additionally, the cancellation feature on the Zumba website is non-functional, as shown in the attached screenshot.
  
  Zumba refused to process the cancellation unless I called them to understand and resolve any issue, a requirement that constitutes an unlawful business practice in *****************, where the account was originally opened.
  

  As a result, I was forced to cancel and close the credit card linked to the account on April 19, 2025, in order to prevent further unauthorized charges.
  

  Only after this actionwhen Zumba was unable to process a charge on April 22, 2025was the account finally canceled.

  STAY AWAY FROM THIS COMPANY.

  

  Business Response

  Date: 05/12/2025

  Hello, we are unclear of what the former member's current request is. The original request was to cancel the account/membership. This has been done. The cancellation request was send to us in April as the former member stated and we cancelled the account in April. Can you please advise how we can assist further?

  Customer Answer

  Date: 05/12/2025

  Complaint: 23154411
  
  I am rejecting this response because:

  My initial request to cancel the account was submitted on April 1, 2025.

  Despite five follow-up emails, Zumba repeatedly refused to process the cancellation. To protect myself from these unethical and potentially unlawful business practices, I was ultimately forced to cancel and close the credit card associated with the account.

  The ********************** account was not officially closed until April 22, ****** days after the initial request and only after Zumba was unable to process a charge to the cancelled card.

  As Id previously made a request in December 2024 to cancel the account, ********************** should also refund the monthly fee for January, February, and March 2025.

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

  

  Business Response

  Date: 05/22/2025

  I reviewed Vashti's last message, and we do not have any record of ****** contacting us in December to cancel. If ****** can forward the email communication they have of this request, we would be more than happy to review and assist further.

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising 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.

   
  Complaint: 23112813
  
  I am rejecting this response because:

  The email that was sent to me from Zumba LLC stated that they were not responsible for any financial loses from our residents after the unethical practices of the Zumba instructor. I have never asked for any monetary compensation. Our club paid our residents back in full. My concern was that not only was the instructor conducting poor business practices in our facility, but was also falsely advertising services at one of our sister locations. I reached out to the Assistant General Manager of this facility to verify that the instructor was in fact, not authorized on the premises and had not be holding classes. This false information can be found directly on the Zumba website, which I shared with the Zumba representative via email. The response from the Zumba representative has led me to believe that there have been absolutely zero repercussions and consequences dealt to the instructor. Especially because as of today, April 29th, 2025 at 1:36pm, the instructor in question is still listed as a certified instructor on their website and is still advertising that she is leading classes at our sister location. Here is the link: *******************************************************************

  I do not believe that Zumba is handling the situation appropriately, as this individual is still allowed to utilize the Zumba name and advertise herself as a certified Zumba instructor. She has stolen money and is visibly lying. These behaviors lead me to believe that she will have no issues continuing to con people out of their money, and do so under the trademark of Zumba. 

  
  Sincerely,
  
  Bry Deter

  ody of that name teaching any classes, including Zumba at her location. I have attempted to contact a representative from Zumba to report these actions to no avail. I submitted a message directly to Zumba via the website and have heard no response.

  

  Business Response

  Date: 04/29/2025

  Hello,

  I can confirm that our legal team reached out to Bry on March 26th and addressed the matter.

  

  Business Response

  Date: 05/12/2025

  Hello, in our legal team's initial response they informed Bry that Zumba instructors, who are not employed by our company but rather, are trained and awarded a license to teach the ********************** program, operate independently rather than as employees meaning they create their own business opportunities, negotiate their own agreements, and set their own schedules and pricing. As a result, we are not in a position to intervene in disputes between instructors and the facilities or individuals they work with.

  With that said, I have forwarded Bry's rejection to the team. Once I have a response from them in the upcoming days I will update this case ASAP.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23112813
  
  I am rejecting this response because:

  I am just going to make this my last message about this incident because it clearly does not matter. Yes, I know that Zumba just apparently hands out licenses to any and everyone that wants to instruct a class and then has zero responsibility for them afterwards. The fact that someone is licensed by this company, proceeds to scam people out of money, and then there be absolutely no repercussions is mind boggling to me. If Zumba does not feel the need to revoke this individual's license due to this, then good on **********************. Who needs morals and ethics anyways. What a joke. 

  
  Sincerely,
  
  Bry Deter

• Initial Complaint

  Date:03/21/2025

  Type:Product 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.

  This was supposed to be fully canceled back on February 14thI was charged again the initial $43 and you guys charged me againEven though I already paid out the $53 and was told everything was canceled and I would not be charged again All my services and memberships were supposed to be canceled February 14thI have tried calling three times each time the connections are terrible and shady.I get hung up on or disconnected and I do not find this to be a very trustworthy service.I expect my $43.94 to be refunded or I'm going to dispute this with my credit card and banking services, as well as the Better Business Bureau If I do not get this refund within the next 5 to 7 business days and a response via email stating that you will be refunding the money because this should have been taken care of 6 weeks ago when I initially called in to have everything fully canceledI would like a response in email because each customer service agent tells me something different and And they do not seem to understand I had canceled all of my *********** avoid me escalating this please refund the $43.94 immediately as this is poor business practices.They charged me $53.94 In addition there's no way for me to remove my billing or my bank card from the account There's no customer service supervisor manager where I can email or I can get in touch with to file a complaint or to speak with on the phone The customer service recs are clearly remote workers and each time you call you get a different answer So they have double charged me will not remove my bank account and the credit card that they have on file and continue to charge my account And they say that they will not refund the $43 that that was my membership cancellation even though I canceled it back on Feb 14th - spent more than 45 minutes on the phone and talk to three different people I called back on Mar 21st when I noticed that they charged my bank again & I talked to 2 different people

  

  Business Response

  Date: 03/25/2025

  Hello, upon conducting an internal review, we discovered that the customer's initial cancellation request on February 14th was only partially processed, with the *** membership canceled but the **** membership remaining active. We identified March charge of $43.94 that was processed contrary to the customer's cancellation intent. To resolve this matter, we have requested refund of $43.94, and have ensured that both ZIN and SYNC memberships have been fully terminated. The refund of $43.94 will be credited through the original payment method. Once the refund has been processed the former member will receive an email confirmation. 

• Initial Complaint

  Date:03/12/2025

  Type:Product 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.

   
  Complaint: 23059372
  
  I am rejecting this response because:

  The response is very conniving.

  Here is what happened - i signed up on Instagram on 10/20 using my emailwhich i have used for several apps for several years. This is not my first rodeo. I never received an email from the business for the trial and i had no way to contact them. When the charge appeared on my bank i has to reach out to the bank to ask who charged and start a dispute process. I went to their website - if i leave message on their website no one response and then phone number is for Zumba business and not for the app. Finally i found a contact email for the app. When i reached out they said they have the email which is incorrect and on e the dispute charge is resolved they might be able to help with refund. Meanwhile they use the wrong premise to dispute my refund showing activity form when i signed up for trial and using that as activity of the app. Which is untrue / i have not been able to get on their app. When the dispute resolution came last week i reached out again and they refused to respond and when i asked them how its fair that they keep my money and not give me access - this is after i raised the bbb complaint, they said yes they will give me access and i have lost four months as well. This app and company is following unethical business practices as you can see from my complaint and several other business practices.
  
  Sincerely,
  
  ******* *******

  s on 10/27/2024. Moreover their advertisements indicate monthly rate when they bill annually.

  

  Business Response

  Date: 03/17/2025

  We have reviewed this case and can confirm that the user signed up for the ********************** app trial using the email ******************** not ********************* We do not create accounts for userseach person enters their own email during sign-up.
  
  Upon receiving the chargeback dispute, we provided the correct login details associated with the email used at sign-up. After the dispute was resolved in our favor, we granted the user access to the ********************** app under the original email used.
  
  Regarding pricing, users have the option to subscribe monthly or annually. For the annual plan, the checkout page explicitly states "billed annually." Our advertisements reflect the monthly breakdown for clarity, but the full annual billing is disclosed at the time of purchase.
  
  With this said, the refund request is denied.

  

  Business Response

  Date: 03/26/2025

  After thoroughly reviewing this case, we reaffirm that the customer signed up for the ********************** app trial using the email ******************** which differs from the email  they claim to have used. As Zumba does not create accounts on behalf of users, the email entered at sign-up is solely determined by the user.
  
  Upon receiving the customers chargeback dispute, we provided the transaction details, including the email used at registration. When the dispute was resolved in our favor, we ensured the customer had access to the app under the original email provided during sign-up. Additionally, our last communication with the customer from our app team was to confirm whether they wanted us to update the subscription email.
  
  Regarding our pricing model, we offer both monthly and annual subscription options. The checkout page clearly states if a plan is billed annually, ensuring transparency at the time of purchase.
  
  Given that the subscription was set up using the email provided at registration and access was granted accordingly, we stand by our decision that a refund is not warranted. Should the customer require assistance with their login or account settings, we remain available to help.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23059372
  
  I am rejecting this response because:

  I have not access to this app for a single day. Its been 5 months and now I dont need a courtesy access after this whole back and forth unethical possibly illegal business practice where they submitted details from when I submitted as proof of accessing app to dispute my case with the credit card company and keep the money.

  Per California law, I believe this is illegal since I requested refund and have never had access to the app. I will be looking into this further.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/30/2025

  Per *** and California law what this company is doing is illegal. I never received access or any further details from this company during free trial period and as I soon I saw the charge, I found all means to contact this company and get refund. By company's admission they had the wrong email, which means I never received any communication from this company in any way. in that case they should refund the money and this is also an ethical issue - when they know I did not get access

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

  Thank you,

  *******

   

• Initial Complaint

  Date:02/20/2025

  Type:Product 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 a free trial, during the free trial I had canceled my membership so I wasnt charged at the end of the trial. Well come to find out I was charged ****** BEFORE my free trial had even ended. I had contacted support and got the run around stating I didnt cancel and I wasnt charged until 1 min after my trial ended. I went back and checked and my card was charged 18 hours before my trial was over. I brought this to their attention and since they have failed to contact me back. I just want my money back. Never in my life have I ever seen a company been so shady about refunding the customer. As if ********************** doesnt make enough money already, They gotta steal and deny a refund for money thats been stolen.

  

  Business Response

  Date: 02/21/2025

  Hello, our records show that users free trial began on 01/26/2025 at 18:25 GMT and, as outlined in the terms at sign-up, it automatically converted to a paid plan 7 days later, on 02/02/2025 at 18:26 GMTexactly 1 minute after the trial ended. This timeline aligns with our systems automated billing process.
  
  The user's first contact with our support team was on 02/02/2025 at 20:15 GMT, nearly 2 hours after the charge had already been processed. At that point, the subscription had already transitioned into a paid membership as per the agreed terms.

  Therefore, no refund is due.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair 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 am trying to cancel a membership and they continue to charge me the membership. They positively know I want to cancel my membership and they are ignoring it and asked me to call them when at the beginning I did everything without calling and they have not problem to do it, but know they need my call. I need to they cancel my subscription. I dont have the many to pay it and I dont used the service.

  

  Business Response

  Date: 02/12/2025

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on Feb 5th 2025. The member will lose access to their benefits on Feb 28th 2025. Please let us know if we can further assist. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair 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.

  On 1/12/2025 I signed up through an instragram link for a free 7 day trial that would turn into a MONTHLY subscription if not cancelled within that timeframe. I did not receive any emails to confirm this signup and the details of it. On 1/19/2025 I was charged the ANNUAL subscription fee of $107.24, but still received no notice of the 7 day trial ending and no payment receipt. When I realized this on 1/26/2025, I immediately cancelled the membership and contacted customer service. They told me "Currently, our monthly offer does not include a free 7-day trial. The subscription begins immediately and is billed for the first month at the time of purchase. Only annual subscriptions have the 7-day trial." They further claimed that they have a no refund policy, even though the Instagram ad described signing up as "risk-free".They played a deceptive social media bait and switch on me, and are misleading in their advertising. Furthermore, they are intentionally failing to correspond regarding the transaction details at each important step (sign-up, free trial ending, payment receipt). Upon reviewing the BBB, I can see that this is a widespread issue and am surprised a class action lawsuit has not been brought against them for their shady practices.

  

  Business Response

  Date: 01/28/2025

  We have reviewed this request and we would like to address the concerns raised regarding the subscription process and associated charges.
  
  Subscription Details:
  ***** subscribed to the Zumba App annual plan via the ************************** website on 01/12/2025. During the sign-up process, the following information was explicitly stated:
  The selected plan was an annual subscription that included a free 7-day trial, from 01/12/2025 to 01/19/2025.  Please note that currently, monthly subscriptions don't have a free  7-day trial.
  The trial terms were outlined as follows: By clicking Get Started and starting my subscription, I authorize Zumba to charge my payment method for the subscription plan I selected above after my trial period ends and my subscription starts.

  Additionally, it was noted that All amounts paid are non-refundable.

  
  Billing and Notifications:
  As no cancellation was made before the trial ended on 01/19/2025, the subscription automatically converted to an annual plan, and the payment method on file was charged $107.24.
  While our system does not send trial-end reminders, all subscription terms are provided upfront during the sign-up process.

  
  Advertising and Transparency:
  The term risk-free referenced refers to the ability to cancel before the trial ends without incurring charges. We aim to provide clear and transparent communication during the sign-up process.
  We have reviewed the subscription process and confirmed that all terms were presented at the time of enrollment.

  
  Refund Request:
  The user canceled the subscription on 01/27/2025, after the free trial and billing period had concluded. Per our policy, amounts billed are non-refundable.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair 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.

   
  Complaint: 22803138
  
  I am rejecting this response because I have to log into my account to see if this task actually is valid then when its completed I will accept the business response because they should of said this when I filed the first complaint 
  
  Sincerely,
  
  ****** *****this I want my license back and my account to be cleared so I can start new thats what Im asking

  

  Business Response

  Date: 01/13/2025

  Hello, the member does not have to pay any past due balances to rejoin the membership and get their licenses back. All the they need to do is log in to their account and click the join zin/rejoin option. The member will then be prompted to pay the current months membership fee and their licenses will automatically be restored. 
  
  Please let us know if we can be of further assistance. Also not that the member can email us directly at ********************************** for further assistance with this.

  

  Business Response

  Date: 01/14/2025

  Hello, we are not sure what more the A is requesting or what more we can do here. ****** originally wrote "I want my license back and my account to be cleared so I can start new thats what Im asking". We advised that there is no balance to be cleared up and she can get her licenses back by logging in to her account and rejoining the membership.
  
  If this is not the request please clearly restate what we can do to further assist.