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:04/17/2023

  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 March 28, 2023 I placed an order on Zumbas website for merchandise totaling $52.78. I received confirmation via email the order was placed. Shortly after I received an email stating my order was on the move and was provided a tracking number for ***** First of all, the link for the tracking went to the *** website, not ***** Obviously *** could not locate shipment details. I entered the tracking number on **** and it says **** currently awaiting package. It is April 17, 2023 and the status is still the same. I have emailed support numerous times beginning April 7, 2023 and the only response is an automated message stating they will look into it and will respond as soon as possible. I tried calling them dozens of times however the line rings busy. I am calling during business hours and Im in the same time zone.Further more I have filed a dispute with my bank and they are investigating. I just want my money back.

  

  Business Response

  Date: 05/09/2023

  Hello,

  We have reviewed this case and before we could complete our investigation the member processed a chargeback on April 13th. Therefore they will be refunded by her financial intuition. 

• Initial Complaint

  Date:04/12/2023

  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.

  Signed up for a training class on February 8th. The training was scheduled for April 22nd. On March 29th, I found a charge on my credit card statement for $43.94. I opened an online case to inquiry why I had this charge. On March 30th, I received a response stating to contact them as they could not cancel or do anything through the online. I called and waited on hold for 30 minutes. I got through to a representative, he stated it was for a Z-membership. He indicated it was for instructors. I had not even taken the training class yet. He could not tell me how I was signed up. I asked to cancel and not receive any future unauthorized charges. I also had him remove my credit card information. Although the charge was for a monthly service, he cancelled the membership immediately. Now the company wont refund me the money that was erroneously charged. Not even a prorated amount for the remaining weeks f the monthly membership. I have contacted my credit card company to dispute the charge, but Zumba is still refusing to refund when they showed no evidence that it was authorized and removed my access on March 30th. I would like proof that the charge is legit and a refund.

  

  Business Response

  Date: 04/27/2023

  Hello,

  We have reviewed this case and can confirm the charge is for our Zumba Instructor Network (***) membership. Looking through the member's history we can see that the member signed up for our Zumba Basic 1 Instructor Training Course on February 8th 2023. At this same time the member also enrolled into our Auto-Renew (Pre-***) Membership. The terms for the membership are on the same enrollment/registration page and has to be selected and agreed to before completing the registration.

  The terms for the auto renew option are as follows:

  "By selecting the auto renew option, you understand, acknowledge and agree that beginning on the 21st of the month following the month in which you register for Zumba Basic 1, Jump Start Gold or Jump Start Kids Training, your *** Membership/Access to Pre-*** tools and support will automatically renew on a month-to-month basis and you will be charged $43.94 per month. Read below for more details."

  The registration terms are:

  "By clicking Complete Registration, you understand that your Zumba Basic 1 Training payment includes payment for your Basic 1 Training and, depending on when you successfully complete your training, one month of *** or one month of Pre-*** tools and support. You will not become a *** Member and you cannot teach Zumba classes until you successfully complete the Basic 1 Training. All Sales are Final - NO REFUNDS will be issued for any monthly payments you make for *** or Pre-*** tools and support. For complete Licensing Program payment terms and conditions (including details about transferring to a new Basic 1 Training), click here. Upon successful completion of your Basic 1 Training you will automatically become a *** Member and you hereby agree to the terms of the *** License agreement, which is available here. You understand, acknowledge and agree that on the 21st of the month following the month in which you register for your Basic 1 Training, your *** Membership/Access to Pre-*** tools and support will automatically renew on a month-to-month basis and you will be charged $43.94 USD per month. You can cancel your *** Membership or access to Pre-*** tools and support at any time. You can ONLY cancel by calling the telephone number for your country of residence listed here.You must cancel more than twenty-four (24) hours before the twenty-first (21st) day of a calendar month, unless otherwise permitted under applicable law, or you will be charged for that month. If you cancel auto-renew before completing the Basic 1 Training, you will immediately lose access to take the Basic 1 Training and to all Pre-*** tools and support."

  Per the above you will note that the charge was not an unauthorized charge and the former member is not due a refund as per the terms ("All Sales are Final - NO REFUNDS..").

  Please let us know if we can assist any further. 

• Initial Complaint

  Date:04/10/2023

  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 registered to take an online Zumba Instructor class believing the ads and emails that it was a $200 certification with a one day online training. I was subjected to high pressure sales tactics. The instructor immediately told us to download phone apps and sign up for an instructor subscription to access them. That was advertised as an additional $50 online and was a surprise. We were also being told that it was not a certification but a franchising license and would not give us the prerequisite certification to teach the class. I knew from reading the website that the subscription also did not include rights to the music played. We were told to hurry up and spend the $ and the instructor wanted us to send proof that we had done it before we could move on to the next section. We were not given a chance to read the terms of service - which included a 6 month mandatory contract. I called to try to cancel the policy explaining that I had been pressured. They refused to cancel my policy or even schedule a cancellation. They said they would review the matter and send me a letter.

  

  Business Response

  Date: 04/25/2023

  Hello, 

  We have reviewed this case and are sorry to hear that **** did not have a good experience. We want to clarify that the additional $50 **** is referring to is our monthly membership fee. This fee is actually $43.94 and is entirely optional to join. You need the membership to access the apps but do not need the apps to complete the training and get your licenses to teach. The following link (************************************************************) will take you to the member benefits page on Zumba.com. Here you will see the benefits, but more importantly, in this case, is the section that shows what you receive if you don't join the membership vs. if you do join the membership. It clearly states here that if you don't join the membership, you will still get/have "A six month License to Teach ********************** Classes."

  
  As **** mentioned, her case was escalated. Once reviewed her membership was canceled on 4/13/2023, and she was refunded. 

  Please let us know if there is anything further we can do to assist.

• Initial Complaint

  Date:03/23/2023

  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.

   
  Complaint: 19641725
  
  I am rejecting this response because:
  
  as I have mentioned I AM PREGNANT and I just found out. I am requesting an exception because I physically could not atyend your course.

  I called you before the course and your support colleague ****** told me over the phone that he submitted my case for an exceptional refund. No response was given to me since. So he lied about 2-3 business days because there has been more now.

   

  I am a refugee from ******* and I hardly have any money. I was supposed to take this course so that I could start earning something to support my daughter and now Ive just discovered that Im pregnant again and so I couldnt attend the course and have no money to feed my child. 
  

  Please stop ignoring the situation Im in, Im struggling as it is. And pregnancy of a refugee from a war in ******* with hardly any money surely should qualify for an exception and understanding on your behalf.
  

  Please review my case and forward it to the management team. 

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

  

  Business Response

  Date: 03/27/2023

  Hello, We have reviewed this case and would like to note that our Terms and Conditions are listed on our website and the checkout page. You must agree to them before registering for a training. Our T&Cs state the following about cancellations:

  
  Canceling a Licensing Program Registration: You can cancel a Licensing Program registration at any time prior to the date of your original Licensing Program session. If you cancel your registration within such time frame, you will be refunded the amount you paid for your Licensing Program registration less a $75.00 USD processing fee. For example, if you paid $250.00 USD for your registration, you will receive a refund of $175.00 USD. If you choose to process your cancellation by phone, an additional $15.00 USD processing fee will apply. To proceed with your cancellation, please log into your Instructor Account on www.zumba.com. You CANNOT cancel a registration after the date of your Licensing Program session; accordingly, NO refunds will be issued once the Licensing Program date passes. 

  
  As per the note above, the cancellation fee is valid and applies to the customer. Therefore, the fee will not be waived.

  
  What the customer can do is place the training credit on hold. If they do this, they have one year from the original registration date to transfer the credit and apply it towards another training. They will also avoid paying the cancellation fee. 

  

  Business Response

  Date: 03/29/2023

  Hello,

   

  As a special exception the customers request has been granted. We will cancel and refund the member in full.

  Please let us know if we can assist any further.

  Customer Answer

  Date: 03/29/2023

   
  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.
  

  thank you very much for the assistance! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/26/2023

  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.

  I signed up for a ZIN membership less than a month ago, but I now realize I will not have any time or opportunities to teach Zumba classes for the foreseeable future, and I would like to cancel my monthly payments as Im trying to save money. The website clearly states that you must call to cancel, and that their business is open 8:30-5pm, but I called mid day multiple times and they did not pick up, so I am unable to cancel. With the next charge coming up soon, I really would like to cancel my membership so it doesnt charge me again.

  

  Business Response

  Date: 02/02/2023

  Hello,
  
  We have reviewed this case and confirm that the member signed up for our membership in January. However, she agreed to our six-month initial term during the signup process. This means you must be a member in good standing for the first six months of your membership before you can cancel. The member can view this in the ZIN License Agreement located in their account, or anyone can view this in the *** section on our website (***************************************************************). 
  
  With that said, the member's request is denied until this agreement has been met. 
  
  Please let us know if we can assist you any further. 

• Initial Complaint

  Date:01/19/2023

  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 have been trying to Cancel my ZIN subscription for the past two days spending hours on hold. I have tried many different ways to contact this business at many different time during the day. Leaving voicemails, emailing, instant chat, through social media, and of course calling. I have not received any reply or course of action, I just want to cancel.

  

  Business Response

  Date: 01/20/2023

  Hello,
  
  We have reviewed this case and can confirm that the members account was cancelled on 01/19/2022. We sent the member an email confirmation on this day as well.
  
  Please let us know if we can further assist. 

• Initial Complaint

  Date:11/23/2022

  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,
  
  ***********************

  

  Business Response

  Date: 11/30/2022

  Hello,

   

  We have reviewed this case and see that there was indeed a issue with the refund and it did not go through when we initially processed it. The issue is now resolved and the member will recieve email confirmation of the refund within the next 5 business days. 

• Initial Complaint

  Date:11/10/2022

  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.

   
  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.
  

  i would like to state for the record- and for other consumers who I'll undoubtedly make complaints about Zumba's "procedures," that I did in fact telephone them several times (a fact they neglected to include) and it is very difficult to reach an actual person. 
  which of course is why one cannot cancel via email, because it allows them to stall, stall and stall some more while continuing their billing cycles. 
  

  having said that, I accept the refund from may to October 2022. 
  
  Sincerely,
  
  *******************************

  the messed up the cancellation request and have been billing me all year, but refuses to refund me for anything more than 3 months. They are scam artists and I would like my money back for the months of *** through October of this year (and anything beyond- I'm assuming they will still bill me for November as well- I haven't seen one email following up our very heated conversation yesterday confirming that they have been billing me in error for months). Thank you.

  

  Business Response

  Date: 11/17/2022

  Hello,

  We have reviewed this case and can confirm that ******* did email us on May 15th, 2022, and informed us that she would like to cancel her membership. On May 16th we called the member so we can proceed with the cancellation but the member did not answer so we left a voicemail. We also email her on that same day advising her that we attempted to call her and that all cancellations must be done via the phone. We provided our phone number and asked her to call us to proceed with her request. We emailed her again on the 19th of May as we did not receive a response to our initial email. 

  On June 28, 2022, we received an email from the member requesting to cancel again. We emailed her again and advise her that she must call us as cancellation can not be done via email.

  On November 9th, 2022 ******* called us and requested to cancel and receive a refund. 

  Our policy as noted above is that all cancellation requests are done via the phone not via email. Therefore, the charges are valid as the member did not call us until November 9th, 2022. With that said as a courtesy, we will refund the charges from May - October. The member will receive an email confirmation within 5-7 business days.
  

• Initial Complaint

  Date:09/14/2022

  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 have tried to call and cancel my ZIN membership with Zumba and I havent been able to get through after many hours and when I have been able to they have hung up on me. There is no way to cancel the $44 monthly fee online.

  

  Business Response

  Date: 09/16/2022

  Hello,

  We have now been able to reach the member and assist with her request.

  Please let us know if we can assist any further.

• Initial Complaint

  Date:08/15/2022

  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 am unable to cancel automatic withdrawals by Zumba Fitness. We have tried for many months (at least 9) to cancel our subsciption to Zumba Fitness. The account is for my daughter, but comes out of my checking account. The Zumba Fitness website says that subscriptions can only be canceled by phone, not online, but they do not answer the phone. We have tried calling at all hours of the day and night. I just don't want to pay this anymore.

  

  Business Response

  Date: 08/18/2022

  Hello,

  We have now spoken with ******** and have removed her credit card. She will no longer be charged for her daughters membership.