We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Apps

BetterMe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Apps.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 12 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    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 signed up for a free trial offer from BetterMe, an online exercise app, after getting to see some of the workouts I knew it wasnt for me. I cancelled, or so I thought but then I got charged in December , 2024 the amount of $94.85 for a subscription service that I thought I had cancelled. So I contacted them again and they said I had not completed the cancellation process completely so it was still active and once it was charged there would be no refund. So I told them to cancel it again and this time I received an email stating that I would not be charged again. No fast forward to March 2025 and I get charged again in the amount of $94.85 and again when I contacted them they said I had not completed the cancellation process competely yet again. This is a scam of a service and I will probably never see that money again and to stop future charges I closed my account at my bank so they dont have an active card to charge again.

    Business Response

    Date: 03/11/2025

    Dear BBB,

    Please find enclosed our answer regarding complaint #********. Should you require any further clarification, feel free to reach out.

    Kind regards,

    BetterMe Team

    Customer Answer

    Date: 03/11/2025

     
    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:02/12/2025

    Type:Product 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.
    Hi,On January 31st, I signed up to BetterMe, a gym and health coaching service. I signed up online and not via the app.The initial sign up requires you to complete a survey. I completed this and was then presented with the sign-up terms and fees. I agreed to those and completed payment. After sign-up, you are then asked to continue and the next page shows an additional option you can purchase. This option was exercise equipment but it wasnt clear if it was paid monthly or a one-time fee. The options to continue and complete sign-up were **** or Add to cart. I selected Add to cart and was immediately charged for the exercise equipment. Im pretty sure this violated law as I had not consented nor given my payment method. They had used my subscription payment method to pay for this. Again, all I did was select Add to cart and I was charged. I then completed the sign-up by skipping each page and finally got to the Download the app and get started option.I immediately tried to raise a support ticket, using the Contact Support option to cancel the order. I tried to raise a ticket three times and never received a confirmation email a request had been raised.I received a shipping confirmation email yesterday and went through the same activity. I was able to raise a ticket finally and ask for a refund/return label. The customer support agent has not given me a label and is instead trying to force additional services on me.Please help.1. They fraudulently charged my for equipment I had not decided to buy through their Add to cart button.2. They will not issue a refund/retain label.Their website says their return policy is 30 days.Thanks in advance.

    Business Response

    Date: 02/18/2025

    Dear *** or Madam,

     

    Please find attached our detailed response to the complaint filed against BetterMe. As detailed in the enclosed response, we have thoroughly investigated this matter and taken appropriate steps to address the concerns raised. We remain committed to maintaining the highest standards of customer service and business practices.

    Thank you for your attention to this matter.

     

    Sincerely,

    BetterMe Team

    Customer Answer

    Date: 02/19/2025

     
    Complaint: 22912471

    I am rejecting this response because their description of the checkout process is incorrect. I was only asked for payment information at the first page, when paying for the subscription.

    I was immediately charged when I hit Add to cart for the starter kit. There was no follow up page to confirm the purchase. My card was immediately charged after hitting that button.

    I would not be wasting peoples time for user error. I work in tech, I know how things work. I can say with 100% confidence that I was charged immediately for the starter kit when I hit Add to cart. I was only asked for payment information once, at the subscription sign up page. Its why I skipped all other ***ell options to complete the process, as I didnt want to be charged repeatedly without additional consent. I wish I could send some sort of log from my phone but I cant.

    BetterMe needs to check their coding and process for sign *** made from an iPhone in the **. My model is the 13 Pro Max and I used Safari for the signup.

    The return and refund has been processed, so this has been 50% resolved.

    Sincerely,

    Imogen Vine

BetterMe is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.