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:08/03/2024

  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 charged every month for a weather channel subscription that I dont even have. I want a refund for all of those months.

  Business Response

  Date: 08/12/2024

  ******************, 

  Thanks for writing to us regarding the cancelling of your subscription.  We have responded to your request on August 5th to get additional information regarding your purchase. Please respond directly with information or additional questions, this will help expedite your request.  Under the email address you provided to us, we cannot find a mobile app or website subscription. If you have a TV/Streaming subscription, you will need to reach out to ****************** for further assistance.  

  Thanks,

• Initial Complaint

  Date:07/17/2024

  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 need technical support to be able to login to my Weather Channel premium account - my email and password are not recognized on their website. Ive contacted the Weather Channel twice about this problem via email, but have not heard or received a response or assistance.

  Business Response

  Date: 07/17/2024

  Hi ***********,

  Thanks for writing to us with your issue on your subscription.  It appears that our agent has recently responded to your ticket that was submitted to our support portal.  In order to use your iOS subscription on our website, you must first create the cross-platform registration account, which will then allow you to connect your subscription across your iOS device(s) and our website.  It will not, however, enable TV access.  TV/streaming would be a separate subscription from The Weather Group team.

  Please let us know if you need further assistance by responding to the email sent earlier today!.

  Thanks,

  *******

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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.

  Purchased Weather Premium+ *** bundle online on April 30, 2023. The *** subscription still has not been activated. I have contacted Weather.com multiple times with no response. I contacted ************** regarding the subscription to *** and was told that the subscription had to be activated by weather.com or they had to provide me with an activation id which I am unable to get since weather.com will not respond to my numerous support requests. I was charged in full for this service on April 30 and still have not received delivery of the bundle I purchased. My purchase id from weather.com is: A-S00038672. I just want my *** subscription activated by weather.com per the terms of the bundle I purchased.

  Business Response

  Date: 06/12/2023

  We reached out to *********** on Tuesday June 6 to indicate that we were investigating why the *** sub was not connected.  After several days of working through the issues, we were able to get **************** subscription refunded and in a state where he could re-purchase the bundle with The Weather Channel and ***.  On Friday June 9, 2023 the issue was resolved and ************ was satisfied his issue was resolved. If further action is needed, please let me know! Thanks

   

  Customer Answer

  Date: 06/12/2023

   
  Better Business Bureau:
  
  I was very impressed with the response by ************************ in resolving this matter.  I received a call from the product manager responsible for the offering and a detailed email from the support representative that I had originally worked with on the problem and steps being taken to resolve it.  We were able to resolve the issue in a few days after I created this issue with BBB and am very happy with The Weather Channel's response and handling of my problem.   
  

  Best regards,
  *****************

• Initial Complaint

  Date:02/09/2023

  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.

  subscribed to weather channel for free 7 days. unable to cancel because unsubscribe is it is hidden and unavailable. .

  Business Response

  Date: 02/17/2023

  Hello ******************,

  We are sorry you are experiencing problems cancelling your subscription within the 7 day trial.  We would like to help resolve your issue but we will need additional information to proceed. Could you please provide what device did you purchase a subscription?

  A)  An iPhone or iPad
  B)  An Android device (phone or tablet)
  C)  The weather.com web site

  For B or C, what was the email address you used to set up the account?  I looked under *********************** in our systems, but did not find any subscriptions.  Is it perhaps under a different email address?

  We appreciate your assistance to help resolve this issue.

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

• Initial Complaint

  Date:09/27/2022

  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 have paid for two premium subscriptions and both times when I was signed off my account I was unable to sign back on and gain access with the correct email and password. I tried to restore app like they said in their faq but it doesnt recognize my acct. I have proof of two months paid and I only had a few days access each time. I have emailed 4 times and no reply in the past 2 months. I also sent proof of payment from apple. I need someone to contact me as soon as possible

  Business Response

  Date: 10/10/2022

  On 9/29/2022 *************** wrote to The Weather Group to report issues with connecting to her subscription.  This communication was sent with a secondary email address which then referenced the email within this complaint.  We responded to ************** on 9/29/2022 seeking additional information and providing instructions on how to activate the subscription.   We did not get a response to the email which would have kept the communications active. I reached out to ************** 10/06/2022 to the email address documented in this complaint (New Case ********) to provide additional information. As of this morning 10/10/2022, we have not received a response. We suspect there may be confusion with multiple IDs.  *************** will have to submit a case with Apple for them to review the request for refund, we can not refund through the Apple Store purchase. She can reach out to me, ***************************** at ******************* for further assistance.

• Initial Complaint

  Date:07/15/2022

  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.

  Earlier this year i purchased premium service on the weather channel app on my iphone via the apple store. I recently bought an android phone and the premium service did not transfer. The weather channel does not post any way to do this. They provide no support phone number, only email support. I have sent several emails and have not gotten any response. I paid $30 for one year of service and nkw i dont have it. I would like them to contact me and resolve this issue. They should be forced to provide phone support for paid services.Regards

  Business Response

  Date: 07/25/2022

  Good Afternoon.  Our Subscriptions Analyst reached out to ********************************* this afternoon,  7/25/2022 and was able to resolve the open concern.  On July 15, 2022 we received the initial email from ************************ with the outline of the issue at hand.  On the same day, we outlined detail instructions to assist in resolving the issues.  ************************ indicated the instructions were thorough and useful.  He has since updated his platform and no longer has an open issue.

• Initial Complaint

  Date:06/23/2022

  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.

  As you read the attached emails (some have not been included because there were multiple emails sent trying to get their app to work correctly) you will see that the weather channel app and it's website never worked correctly during my trial period. As a result, all of the subscriptions were cancelled while in trial period because none of them worked correctly. My family and I love the weather channel. Therefore, since we have different models of the roku; different family members tried a trial on various ***** along with myself. However, none of the streaming worked correctly. We also had difficulty getting into our accounts to remove our credit cards after we cancelled; the website kept erroring out giving some kind of message like: that was not supposed to happen or something like that. All of the trials were cancelled and the app has been removed from all of our devices. If you check you will see that there is NO streaming after we cancelled because the app was removed. After this, because we still wanted the weather channel we signed up for a streaming service that carries it. The screenshot that I attached is what shows up when I log into my subscription: it shows that it is not active. Then when I click on my account I get kicked out and returned to the login screen. My other family members have also had the same exact experience. The accounts show as cancelled based on the aforementioned but you say they're active; this makes no sense. Again, if you check you will see no streaming has occurred since the accounts have been cancelled. Due to cancelling the accounts, when we login we are taken back to the sign up screen after clicking on the account icon. I will never attempt to support the weather channel app again after this nightmare and time consuming process. Lastly, I have signed in again today to show again the accounts are cancelled. I have blocked out sensitive account info on the attachments.

  Business Response

  Date: 06/24/2022

  Hi ******,

  We are sorry you have encountered an issue with the Streaming subscription for The Weather Channel Network.  I am working with the team to see how we can help resolve your issue.  It appears that there were 2 accounts purchased (one on June 1st and the second on June 8th). The account from June 1st  has been cancelled and refunded. The 2nd account created on June 8,  is still showing active.  Would you be able to sign into your account to manager your subscription and request the cancellation, this way,the team will be able to provide further support for your refund request. 

  We look forward to hearing back from you to assist with your concern.

  Thanks,

  *******

  Customer Answer

  Date: 06/24/2022

   
  Complaint: 17467233
  
  I am rejecting this response because:
  Hi *******,

  As indicated in the detailed complaint information as well as the emails that were sent prior to filing the complaint:

  Your app and webiste did not work correctly. Therefore, since my family and I have different models of the roku; different family members tried a trial on various ***** along with myself. However, none of the streaming worked correctly. We also had difficulty getting into our accounts  to remove  our credit cards after we canceled; your website would not allow us to. The website kept erroring out giving some kind of message like: that was not supposed to happen or something like that. All of the trials were canceled and the app has been removed from all of our devices. When we login to any of the accounts we are taken back to the sign up screen after clicking on the account icon. See the sign in to manage screen attachment previously attached and attached again here which shows that we need to resubscribe: again this is the screen we are taken to when we log into any of the accounts as previously stated and explained in the details of my BBB complaint as well as the emails sent to your support prior to filing this complaint. I may need to take this up a notch to the attorney general's office because I'm simply repeating what has clearly been explained previously. No customer should have to go through such continued nightmare through no fault of our own hence filing the complaint with the BBB being the first stop along the complaint hierarchy although now it looks like I will have to take it to the state level now because all of the aforementioned has been thoroughly explained before filing the complaint in emails to your support which are included, explained again in the initial BBB complaint, and yet repeated once again in my response.

   

  Business Response

  Date: 06/24/2022

  Hi ******,

  I worked directly with The Weather Group Support Team to address the cancellation/refund request.  They were able to cancel and process a refund for the 2nd subscription for the Streaming Service.  It may take a few days for it to show in your statement.  Would you please confirm that you receive the refund, I would appreciate the follow-up.  Hope this helps!

  - *******

  Customer Answer

  Date: 06/25/2022

   
  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 have checked my credit card and the funds have been refunded today.
  
  Sincerely,
  
  ***********************