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Business Profile

Apps

Lose It!

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 3 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:12/02/2023

    Type:Order 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.
    I wanted to use this app, and it stated the cost would be $3/month, but I am now being charged $50 after a week of using it. I tried to use the Loseit contact page, but refuses to send the complaint for an un-specified reason. I am seeking a refund as I can't afford $50 for an app.

    Business Response

    Date: 12/05/2023

    The charge on the account under ************************************** was issued by Apple on 12/2/2023.

    To obtain a refund, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds on their platform.

    Start the refund process with Apple using these instructions: ****************************************

    Best,

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

    Customer Care Team @ ******************

  • Initial Complaint

    Date:11/19/2023

    Type:Billing 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.
    On today's date 11/19/23 - I was sent an email for lifetime subscription for Lose it - I thought the price was $19.99 - I noticed a charge of $49.99 on my bank statement - I tried to cancel it immediately and filled out all the information required - there is no person at this company to talk to and the computer keeps asking the same questions over and over again - there is no way to cancel it - it says pending on my bank statement so I'm trying to stop it before it goes through - I'm an elderly person on a fixed income and would never pay $49.99 per year for something that I thought was $19.99 - I hope you can help.

    Business Response

    Date: 11/20/2023

    On 11/20/2023 a full refund for the $49.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.

    It can take up to ten business days for the banks to return funds to your account.

    Best,

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

    Customer Care Team @ ******************

    Customer Answer

    Date: 11/20/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:11/14/2023

    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.
    This is now my 2nd or 3rd year trying to cancel my membership with Lose It. I followed the instructions on their website and it goes in circles. On the final set you get a message OOPS THE **** YOU ARE LOOKING FOR DOESNT EXIST!! I tried the phone number BBB lists and it is not a good number. I tried the number Discover Card has and it refers you to Lose Its web site. I want this canceled and preferably a refund for the last two years I did not use their service. Any help would be greatly appreciated. This has been extremely frustrating and upsetting. Thank you.

    Business Response

    Date: 11/15/2023

    On 11/15/2023 a full refund for $19.98 was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.

    It can take up to ten business days for the banks to return funds to your account.

    Best,

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

    Customer Care Team @ ******************

    Customer Answer

    Date: 11/15/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:10/29/2023

    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 was charged ***** after I was unable to cancel the free trial of LoseIt premium (I am a new user). I tried numerous times to cancel the free trial and to contact customer support, only there isn't any real customer support, just a chat bot that goes in circles. I finally managed to get a refund pending, however this issue of being unable to cancel the "free trial" needs to be fixed ASAP. In the meantime, I have to pay off the ***** charge as I still have not yet received my refund :/

    Business Response

    Date: 10/30/2023

    On 10/27/2023 a full refund for the ***** charge was issued through the ****** Play Store. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.

    This article from ****** goes over their refund timelines for purchases made through the ****** Play Store: ************************************************************************************

    Best,

    ****

    Customer Care Team @ ******************

    Customer Answer

    Date: 10/30/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    Vivi Z

  • Initial Complaint

    Date:07/27/2023

    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.
    I had a premium subscription with this app and I haven't used it in months. With no warning, it suddenly renewed for a year and automatically charged my credit card $42.64. I did not authorize them to do this and I received no emails or texts that the subscription would renew. I immediately cancelled my subscription but there is no working mechanism to request a refund. You get sent to Apple and Apple tells me there's no receipt for the transaction which is crazy since apple charged me for it. There is no way to contact Lose It in their help area - it's all preprogrammed advice - no contact us email or number. Basically it's set up so you'll give up and they can take your money. I'd call this whole thing terrible customer service at best and at worst a scam.

    Business Response

    Date: 07/27/2023

    The charge on the account under ******************** was issued by Apple on 7/27/2023.

    To obtain a refund, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds on their platform.

    Start the refund process with Apple using these instructions: ****************************************

    Best,

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

    Customer Care Team @ ******************

    Customer Answer

    Date: 07/28/2023

    I tried that!  **** says there's no receipt for the thing they charged me for???? It makes no sense. 

     

    Business Response

    Date: 07/31/2023

    Our records indicate the charge on the account under ******************** was refunded by Apple on July 29, 2023.

    This link from Apple goes over how long refunds take: ****************************************

    Best,

    ***************************
    Customer Care Team @ ******************

  • Initial Complaint

    Date:05/12/2023

    Type:Billing 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.
    On Feb 12, 2023 my credit union debited my account $99.98 to LOSEITXL.COM. I disputed the charge with my credit union. My credit union temporarily credited me that amount until the charge was investigated. On May 1, 2023 the credit has been revoked and the debit to LOSEITXL.COM appears again on my account.I have no idea who LOSEITXL.COM is or what they sell. I have tried to contact LOSEITXL.COM to no avail. PLease help me.

    Business Response

    Date: 05/15/2023

    Based on the info provided, the charge was through *****************************************, which is not affiliated with FitNow *** and Lose It!.
     
    Our credit card charges will appear as the following (based on where you purchased your subscription):
     
    Apple iTunes - APPLE.COM/BILL or ITUNES.COM/BILL
    Google Play  - GOOGLE*LOSE IT
    LoseIt.com  - LOSE IT! HTTPSWWW.LOSE MA
     
    I found ***************************************** contact info here:
     
    Contact **
    RN ******************* LLC
    ******************************************************************
    **************
    ********************************* 

    Customer Answer

    Date: 05/17/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:05/04/2023

    Type:Service or Repair 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.
    I have a premium account with Lose It. I decided to not renew annually any more. I went to the website and followed the instructions to cancel my premium membership, however the website does not allow the cancellation as the instructions indicate. It said to click on settings, go to subscription, and then click on cancel subscription. There is not a choice to cancel subscription. The support sends generic messages in a loop. There is not a number to call or an email to contact for support or cancellation.

    Business Response

    Date: 05/05/2023

    On 5/5/2023 a full refund for the $39.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
    It can take up to ten business days for the banks to return funds to your account.
    Best,
    ***************************
    Customer Care Team @ ******************

  • Initial Complaint

    Date:01/27/2023

    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.
    Purchased a membership for the Lose it app said it was for a lifetime-I need a refund due to health issues and now they say it is now refundable? I have only had it less than 30 days- I never read that when I sighed up Please help me get my money back

    Business Response

    Date: 02/03/2023

    On 1/30/2023 a full refund for the $49.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.

    It can take up to ten business days for the banks to return funds to your account.

    Best,

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

    Customer Care Team @ ******************

  • Initial Complaint

    Date:12/10/2022

    Type:Billing 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.
    I opted for a free trial at no time did I consent to pay for a yearly trial, I did not even continue with the free trial as I did not find the app useful

    Business Response

    Date: 12/12/2022

    On December 12, 2022, a full refund for this charge was issued. The customer should check with ****** Play to ensure the auto-renewal for this subscription has also been canceled. More information here: https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid


    It can take up to ten business days for the banks to return funds to your account.

    Best,
    *******************************
    Customer Care Team @ ******************

Lose It! is NOT a BBB Accredited Business.

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