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Business Profile

Health and Wellness

Aaptiv, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

This profile includes complaints for Aaptiv, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Aaptiv, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 16 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2024

      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 am not able to use their service as the password reset button does not work, but says there is an error in the page. I can't get into my account. I have tried contacting them but get no response I have tried every password I can think of. I tried calling today on the number listed above for Aaptiv and was unable to get further than a message. If I can't use.the service I would like a refund.

      Business Response

      Date: 01/05/2024

      Our apologies for the lack of response when calling in.  We are available 5 AM PST - 5 PM PST, Monday through Friday.  Our forgot password URL is live an active.  You can find the url here:  ****************************************************. I have looked at this particular account and no password reset email has been requested for the duration of the account (using the provided url will work) If you do not receive the email, it is likely that the user has opted out of transactional email communication.  If this is the case we can manually provide a forgot password link as well.  

      We are more than happy to offer a refund as well if this particular user is not happy with the service.  Please reach out to **********************************.  As an additional measure (if for some reason the user cannot retrieve their forgot password link), here is a custom link for this user to reset their password:  *************************************************************************************

      Please let us know if we can be of any more help. 

    • Initial Complaint

      Date:07/12/2023

      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 unsubscribed from the service and it charged my card. I filed a complaint with credit card company because I did not authorize the payment. The aaptiv company refunded me the money. And 10 days later charged my card again! They are scamming past customers. I have emailed told them to remove me and my credit card from their database. They are breaking data privacy laws by keeping it and charging me after I stopped my membership.

      Business Response

      Date: 07/12/2023

      I confirmed that this user's subscription has been cancelled and they were refunded on June 27, 2023. If they have had other charges, please have them reach out to ********************************** and we will be happy to assist them further.

      Customer Answer

      Date: 08/02/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      This issue was NOT resolved. Aaptiv support services claimed to have refunded me, they did not. I reached out to them AGAIN to let them know that I did not receive the refund and they claimed they gave me inaccurate information, but that they would issue the refund this time. They did not. I reached out yet AGAIN and they said they had a problem and I needed to call them and give them my credit card number!! They clearly have my credit card number because they are charging it! I shouldnt have to call and give it to them since they charged multiple times. They are fraudulent company and need to be shut down. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Customer Answer

      Date: 09/21/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      This is still an ongoing matter and I think Aaptiv should be held accountable for charging my card multiple times without permission. What more can I do to get my refund ? They are saying they need my credit card to refund me. I recently changed my card due to their fraudulent behavior and do not wish to give my credit card details again . I have requested a check refund, which should be possible for an  company of their size, and they are denying it and stating they need my credit card details. They are already acting in fraudulent manner and I will not give them my card again. 

      Sent from my iPhone
       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 09/21/2023

      Hi ******,

      I sincerely apologize for the negative experience you've had with Aaptiv. For security purposes, we do not collect your credit card information directly. When you make a payment to Aaptiv, our third party billing platform handles the processing of that payment, so while you type your credit card number as part of the purchase process, that number is never stored on our end. Normally, we'd be able to process a refund through the ****************, but because we changed payment processors, we can't provide a refund in our usual manner. To be clear, when a purchase is made using a given payment processor, only that processor is able to provide a refund for that purchase. Due to us switching processors, we can't provide a refund for any purchases that were made on our previous processor, which is the issue we're having with your prior purchases.

       

      We have a workaround that allows us to manually process a refund, but it requires manually entering the credit card information. As I mentioned above, we don't have your credit card information on hand, so we have no way to do complete the manual refund without having you provide us with your credit card information. I realize that this is not an ideal option, and I have pushed back on the team at our **************** several times about this, but they have yet to provide any other way for us to provide a refund in these cases.

      I apologize again for the difficulty you've had here.

    • Initial Complaint

      Date:07/05/2023

      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.
      Despite being asked several times to remove me, this company is sending me 20 emails and more every day. they are using various subject lines. I want it stopped

      Business Response

      Date: 07/05/2023

      I do not see an Aaptiv account linked to *****************. Please reach out to ********************************** so we can assist in troubleshooting why you're receiving these emails.

    • Initial Complaint

      Date:04/04/2023

      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 had cancelled my subscription with aaptiv.ca at least 4 years ago and then I noticed my bank account was debited for a year subscription on March 30, 2023 without my knowledge or consent. What kind of shady business does this? I want my money refunded and for you to cancel and destroy my account.

      Business Response

      Date: 04/04/2023

      Hi ******,

      I apologize for the negative experience you had with Aaptiv. I just checked and your account has already been canceled and a refund has been provided per the support ticket you submitted. If there's anything else we can assist you with, please reach out to us at **********************************.

    • Initial Complaint

      Date:03/08/2023

      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 did not receive notice of an automatic renewal because the email they have on file for me is non-existent, and I contacted customer service last year and cancelled automatic renewal and requested a refund. I have no way of logging into my account since my email isn't current and I don't remember my password, nor can they send me a new one because of the email issue.I WANT TO CANCEL THIS MEMBERSHIP ONCE AND FOR ALL AND WOULD APPRECIATE CONFIRMATION OF CANCELLATION AND A REFUND OF $99.00.Thank you.

      Business Response

      Date: 03/08/2023

      I looked up this customer's email address and name, but was unable to find an active subscription associated with either. I also checked our customer support portal, and did not find any tickets from this customer.

       

      If they reach out to our customer support team by emailing *********************************** we'll be happy to ensure their subscription gets cancelled and a refund gets provided.

      Customer Answer

      Date: 03/09/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       The email address Aaptive has on file for me is ***********************.  This email has been deactivated and my new email address is *************************.  Please have the business check for my former email address in their system.

       

      Thank you,

       

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

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 03/16/2023

      I was able to find the customer's account under the email address ***********************. I have gone ahead and cancelled their subscription and provided them with a refund.

      Customer Answer

      Date: 03/16/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/27/2023

      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.
      Charged $99.00. My bank declined and mailed me a *** NEW CARD with NEW CARD NUMBER. A few days after I activated the new card it was charged $99.00. Once again, my bank has declined it and will be replacing the *** card. I dont know how aptiv gets the new card number to charge it all. How many new cards am I going to have to get? Stop

      Business Response

      Date: 02/27/2023

      The subscription associated with ***************** was never cancelled. I have gone ahead and cancelled it so that they will not be charged again when they get their new card.

    Aaptiv, Inc. is NOT a BBB Accredited Business.

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