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:07/08/2025

  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.

  Unreliable App and Poor Customer Support - I recently attended a scheduled fitness class and attempted to check in using the Wellhub app. Despite being physically present and following the usual check-in process, the app failed to register my attendance. I contacted Wellhub support to correct the issue, but instead of taking accountability or investigating further, I received a generic response blaming me for not using the app properlydespite having no confirmation of a failed check-in or error at the ************ refused to reverse the no-show and required proof like a screenshot, which is unreasonable considering users typically trust the app to work as intended. The issue was not resolved, and the ticket was closed without meaningful help. To make matters worse, the follow-up email ended with a promotional upsell to add family members, completely disregarding the actual problem.Wellhubs approach puts the burden on users for app failures and offers no recourse when the system doesn't work. I find this unacceptable for a service that many rely on for daily scheduling and accountability. This experience has left me frustrated and questioning the reliability and integrity of the platform.

  Business Response

  Date: 07/10/2025

  Hi ****,
  
  We understand your frustration and are truly sorry you experienced issues with the app's check-in feature and our customer support. To avoid a class being marked as a no-show, please always make sure you check in with the Wellhub app for each session. You can find more helpful information in our *********** under the "Check-in & Bookings" section.
  
  Regarding our Support Team's request for a screenshot, this helps us verify any technical issues, especially since we reviewed our logs and didnt find any app-related errors at that time. We know this can be inconvenient, and were always working to improve the reliability and user-friendliness of our systems.
  
  We see this was your first no-show this month, so rest assured you won't be penalized, and your ability to book your favorite classes isn't affected.
  
  If you need more help, please feel free to reach out to us directly on social media: Instagram (@wellhub) or X (@getwellhub).
  
  Sincerely, 
  
  The Wellhub Team

• Initial Complaint

  Date:06/06/2025

  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 have recently found out that in the last year, Wellhub has charged my credit card amounts that do not seem to align with the amount agreed on.Their program allows you flexibility in switching membership levels. I have enjoyed this feature and have several times upgraded from gold to platinum to enjoy more premium classes in a month. Whenever this change is made, Wellhub generates a subtotal that includes the full cost of the upgraded platinum membership minus the pro-rated value of the active gold membership - company discount. Whatever total that is then is displayed as the sub total to pay on both the payment screen and a follow up email. It is stated that this amount does not include taxes. However I have noted that each time, they are charging me an amount that is about 30% more than the subtotal I am agreeing on. There is no state mandated tax that is this high, despite this being their reasoning. It seems alarming that the full total, including taxes is not included in receipts or payment history to begin with. The actual amount to be charged is obscure and unexpected and right now the numbers are not lining up. Here is a breakdown of the advertised subtotal excluding tax from their email communication, versus what they actually charged: Date - subtotal in receipt - actual charged 6/4/2025 - $82.20 - $108.39 2/5/2025 - $120.35 -$141.37 4/4/2025 - $158.54 -$184.73 12/19/2025 - $81.80 -$107.99 The first total is the clear subtotal wellhub sends invoices on after switching plans, including all prorated discounts. This is NOT a confusion with other charges from previous subscriptions. It is specifically the amount they state to switch membership after all calculations take place. There is no additional charge specified except state taxes, and the Seattle locations total sales tax is 10.35%.Customer service has not been helpful. They are dismissing the complaint and willfully providing generic answers.

  Business Response

  Date: 06/06/2025

  Hi ********,
  
  We can understand your frustration and concern about the charges you've noticed between the advertised subtotals and the amounts charged to your credit card over the past year. While the exact rate depends on the state-mandated tax for your location, we recognize how important transparency in billing is for you as our member. Thank you for sharing your thoughts with us.
  
  We want to help you get this resolved. Please reach out to us directly through our *********** here: ********************************************************************** or send us a DM on Instagram @wellhub, letting us know about your situation so our team can look into it. We genuinely value your membership with us and want you to feel confident in your transactions.
  
  Sincerely,
  
  The Wellhub Team

• Initial Complaint

  Date:05/31/2025

  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 use Wellhub through my company - ***************************. The payroll deductions are happening but I can't use my membership as it won't let me check in. It's been this way for 6 months. I've submitted queries online waiting for a response, I've tried all the troublshooting in "Support" and I've called my company to ask for their help. It's a simple problem with a simple fix but this company has no phone phone number and no digital workers to assist. What I'd like is the money paid for the membership back from ******* *** it stopped working THEN make sure the account is working so I can take summer classes.

  Business Response

  Date: 06/02/2025

  Hi ********, we can understand your deep frustration with not being able to use your Wellhub membership for the past six months, especially when you've been paying for it and have tried many avenues to get help. We appreciate you bringing it to our attention and sharing your thoughts with us.
  
  We want to help you get this resolved right away. Please reach out to us directly through our *********** here: ********************************************************************** or send us a DM on Instagram @wellhub or ********* DM @wellhubhelp letting us know about your situation. Our team is ready to assist you quickly and efficiently to investigate this check-in issue and work towards a solution. We value you as a Wellhub member and are committed to helping you get back to having access to a wide range of wellness options. We're here for you.
  
  Sincerely,
  
  The Wellhub Team

• Initial Complaint

  Date:05/23/2025

  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.

  This company does not offer the services they are advertising. I am paying every month to use the app and the cancellation policy is completely out of line. They require that you check in at the front desk as well as on their mobile app for every class you attend. If you simply forget to check in (even if you attended class and checked in at the front desk) twice within a month, you are completely blocked from booking any future class for the entire reminder of the month, despite already paying for the service. So for example, if you miss 2 classes or simply forget to check in at the beginning of the month that you have already paid for, you can no longer book ANY classes for the remainder of the entire month. They claim that they still let you use the walk in feature to check in, but every facility that I have tried requires you to pre-book a class. This makes ZERO since. They need to just charge a small fee for a missed class and still give you access to what you are paying for for the remainder of the month. If this issue doesnt get fixed and they dont unblock my access, I will be filing a class action lawsuit against them and I was switch back to ********* indefinitely.

  Business Response

  Date: 05/23/2025

  Hi *******, we can understand your deep frustration with the changes of our No Show/Late Cancellation policy and how it's impacted your access to classes that is included in your membership. We truly appreciate you sharing your thoughts with us. 
  
  While we understand the concern about missed check-ins, it's important to check in both at the front desk and via the app for each class. Checking in with both ensures you're marked as present on both sides and if you're unable to attend your booked class, cancelling within the cancellation window allows you to maintain your bookings for the month.
  
  To help avoid being blocked from booking classes, we recommend enabling push notifications for reminders of your upcoming classes. Our team was able to correct your No Show status on May 22nd which will allow you to continue booking classes for the remainder of the month. For more details on our No show/Late cancellation policy, you can review the "What happens if you forget to check in or cancel a class late?" article in our *********** here: ************************************************************************************************************************.
  
  We value you as a Wellhub member and are committed to providing you access to a wide range of wellness options. If you have further questions about your plan benefits or need assistance exploring walk-in partners specifically available within your area and current plan, please do not hesitate to contact our *********** directly. 
  
  Sincerely,
  
  The Wellhub Team

• Initial Complaint

  Date:05/02/2025

  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.

  on 5/1 I cancelled 1 of my 2 premium classes allowed for my plan. I go back to the app to schedule the earlier class and the app tells me i exceeded the limit because the app had an 8 am i never scheduled and an 8 pm that I missed. The agent continued to tell me I booked two of the same classes on the same day and attended the 8 am impossible as I was on the train to work. I also see that it checked me in online for that class again impossible if i can only physically check into that account the other check ins show that for these classes. What I am asking for is to be given my additional class as I did not use it and can't schedule it. There is no phone number not a great client experience. No manager or tech connect available through chat either terrible service model. I would like the service model up date to actual help clients as theplans are already very expensive.

  Business Response

  Date: 05/02/2025

  Hi *****, thank you for sharing your experience.
  
  I can understand how frustrating it must be to have your premium class access impacted by the unexplained booking of an 8 am class you mentioned that was not made by you. Our team is working diligently on your case via email to understand what occurred with these bookings and has now escalated it to investigate a potential integration issue.
  
  We appreciate you bringing this to our attention and for your patience as we work towards a solution. For any further questions and follow-up on the investigation of your case, you may reply on your existing email thread with our *********** support team: *********************************************************

  Customer Answer

  Date: 05/07/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  Wellhub previously had two gym studios categorized under standard daily access (allowing one check in per day). This was the reason I upgraded my plan to gold plan on April 1. However, without notice from Wellhub, the benefits and access were pulled from me on April 4. The agent speaking to me (Jeryln) claims it was a glitch in the system when I have documentation supporting that these two locations were always previously registered as standard access. If it was a mistake with how they set up the studios, that should be on Wellhub to refund the user for falsely advertising benefits that were not delivered as promised. However, customer support lied, stating these gyms were always previously under premium access (only 4 check ins/month), which is not true. I was unaware that this was the case because on their app it explicitly said they were standard access before the surprise change on April 4. It is shady to change/pull benefits on your users who are deciding whether to pay $200+ for a subscription and then say that these benefits were never there to begin with, despite multiple pieces of evidence, screenshots, etc. Wellhub customer support was not helpful and still refuses to process a refund for my upgrade, which I made in order to continue going to the classes that were ADVERTISED as such (standard daily access on their app!). Its horrible that as a company they think its ethical to advertise certain benefits and services, so when I go to pay them I dont receive them anymore, and they lie saying it was never there despite it literally saying they were standard access on their app. You cant trust whats on the app apparently because they could pull benefits from you without warning and refuse to work with you as a customer to get a refund for services you never received. Its frustrating that I had to go through so much back and forth just for the Wellhub support to continue to lie and refuse to work with the customer.

  Business Response

  Date: 04/30/2025

  Hi ********,
  
  Thank you for sharing your experience. We can understand how frustrating it must be to upgrade your plan for an advertised access and then find that it is different. 
  
  Just to clarify, Wellhub members have a standard limit of one check-in per day (Standard Access) at any of our Partner gyms or studios. Additionally, certain premium locations or classes may have a monthly limit on visits. You may find this in your Wellhub app under the Important Information section on all Partner profiles.
  
  Regarding the change you experienced on April 4th, we did have a temporary technical issue that, prior to April 1st, inadvertently allowed some users to book more premium classes than their plan normally allows. It's important to know that even premium classes count as one daily check-in. This issue was corrected on April 1st, and for the Gold plan, the limit is 4 premium classes per month.
  
  Given that the change you experienced aligns with the correction of this system issue and the standard benefits of the Gold plan, we are unable to process a refund for the upgrade at this time. We appreciate your understanding and for any further questions about your plan, please contact our ************ *************************************************

  Customer Answer

  Date: 05/08/2025

  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]

  Wellhub has lied here in their entire response. So its okay to be advertising standard benefits that allow you a check in everyday at a studio, charge you for an upgrade on April 1, then 3 DAYS LATER take the benefits away without warning or prior notification or history of ever making these locations premium (they were never premium before for the 2 years it was standard tier), and then refuse to issue a refund. Then what am I even paying for now? You arent going to charge me for benefits I did not receive Wellhub, which you even admitted was on YOU for having these errors. You advertise something on your app YOU SHOULD HONOR IT instead of deceiving the users of your app! Ridiculous bait and switch tactics. These standard benefits were always provided me to me for years and were not a glitch but were actually how Wellhub set up the gyms on their part. It is very disappointing that they fraudulently and falsely deceive the user by advertising services as STANDARD (I sent them multiple screenshots and a screen recording showing and proving this) and only 2 days into my plan my benefits are pulled and they are refusing a refund. This is a classic bait and switch tactic - advertise standard services for years then suddenly out of nowhere, WITHOUT NOTIFICATION, pull these benefits from me without any warning. A decent company would refund you as a user but these guys are horrible. They wasted my time back and forth for hours saying the same lies- lied about these services being provided before in the past as premium when all the evidence and THEIR OWN APP shows that it was standard! If its YOUR glitch and mistake at least own up to it and issue the customer a refund?? You advertise services, deceive the customer and dont issue a refund - youve lost my trust Wellhub with your deceptive practices.

   

   

   

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

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

  Business Response

  Date: 05/15/2025

  Dear ********,
  
  We truly understand how frustrating and disappointing it must be to encounter unexpected changes to your access, especially shortly after making an upgrade to your plan. We sincerely regret any confusion or inconvenience this situation has caused you.
  
  We want to explain what occurred from our end. As you know, Wellhub provides access to a wide network of partners, and our plans are structured to offer different levels of access, including a standard daily check-in limit at most partners and specific monthly limits for certain premium locations or classes.
  
  We identified and corrected a temporary technical issue within our system that, prior to April 1st, was inadvertently affecting the way limits were applied or displayed for some of our premium partner locations. This issue meant that some users may have seen or been able to book access to these specific premium offerings beyond the standard limits defined by their plans.
  
  Our team implemented a correction for this system issue on April 1st. The change you observed on April 4th was a direct consequence of this correction, bringing the access provided for those particular locations in line with the intended benefits of the Gold plan, which includes a limit of 4 visits per month to premium partners.
  
  We understand that experiencing this change was disruptive. However, as the current access level you have for these locations reflects the corrected and intended benefits of your Gold plan, we are unfortunately unable to process a refund for the upgrade at this time. You are now receiving the service that aligns with the design of the plan you hold.
  
  We value you as a Wellhub member and are committed to providing access to a wide range of wellness options. If you have further questions about your plan benefits or need assistance exploring other partners available within your current plan, please do not hesitate to contact our *********** directly.
  
  Sincerely,
  
  The Wellhub Team

• Initial Complaint

  Date:04/28/2025

  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.

  Wellhub, formerly known as Gympass, is a company that provides access to a network of different Gyms/Fitness centers through its subscription plans, which have different tiers.I have been subscribing to Gympass silver plan together with my wife as my dependent through my employer perks since late 2023. And we only use it to access the Lifetime in our area. Recently, ******** decided to upgraded to titanium tier plan from current silver plan and set the effective date being 1stApr2025.That is being said, with current silver subscription my family lost the access to the only gym we go to with Wellhub - we are absolutely fine with lifetime upgrading they have their right to do so. The only problem is - Neither Lifetime nor Wellhub sent out any email notifications to current members prior to 1stApr2025. Therefore, we only found out that in early Apr.We decided to cancel the wellhub subscription because we dont think the increase in subscription fees from silver to titanium is worth of it. Wellhub canceled our subscriptions but refused to refund the subscription fees for Apr, which was deducted prior to ******. It's Wellhub's responsibility to inform us for any changes prior to the payment and they failed to do so. So I'm requesting the Apr subscription fees back for me and my wife.

  Business Response

  Date: 04/30/2025

  Hi *******, thank you for explaining. We understand the frustration of losing gym access after being charged. While plan changes are determined between Wellhub and our Partner gyms, in-app notifications regarding Lifetime's move to the Titanium plan were sent out approximately 30 days in advance, starting on March 3rd. As the ***** charge was for an auto-renewal, it falls outside our standard refund policy. We wish you all the best.

• Initial Complaint

  Date:04/18/2025

  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.

  I have been unable to exit Wellhub's "promotional platinum plan" which is going to renew (without notice) for $269. My request to revert to a the standard plan will only be addressed one motnh from now. The app does not allow for any real live contact with someone who can assist, and seems to be designed specifically to continue monthly billing. In response, I only receive generic email updates that state they are unable to assist. Further, I have even tried to cancel my account via the app - which seems to only be possible 1 month from now. At a minimum, this does not seem to be aligned with recent NY state law regarding provider responsibilities for cancellation of such memberships.

  Business Response

  Date: 04/22/2025

  Hi *****! Thank you for bringing this to our attention. We can understand your frustration, please remember that you must cancel or downgrade your plan 24 hours before renewal.
  Our Support team has successfully refunded your disputed amount of $274.19. We appreciate your patience as we resolved this. For any further questions, please contact our ************ *************************************************

  Customer Answer

  Date: 04/24/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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.

  This is the WORST customer service fitness business ever! no customer service phone line my account was over charged had to call my CC to dispute the charges after 2 weeks of excuses as to why it happen and someone will be in touch. yeah *********!

  Business Response

  Date: 04/14/2025

  Hi ****, we can understand the confusion about the March and ***** charges. Our team has contacted you and is actively working with you to clarify the situation. We value your membership and appreciate your patience as we resolve this. We'll continue to be in touch until everything is sorted out. Please reply to our email so we can continue this conversation. We're here to help!

• Initial Complaint

  Date:04/01/2025

  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 recently had surgery (3/7) where I am unable to exercise for 6-weeks. I pre-emptively paused my plan on 3/5 assuming I would be able to extend the pause. However, Wellhubs policy is only 30 days. I contacted customer support to see if they could extend the pause. They said they can not and the only option would be to cancel my membership. This is a benefit through my company and I am still being charged despite not using the service. On top of this, I can't cancel my membership until 4/5 when the pause ends so I run the risk of getting charged again (2 months now). From my understanding, when you pause it's not a refund, instead it's credit for future months. So this puts me in the position where I now have to cancel my membership and won't get my money back because of cancelling and losing the credits.I can provide a doctors note with proof of surgery. Wellhub does not have a customer-centric policy for injuries, surgeries, illnesses etc.

  Business Response

  Date: 04/02/2025

  Hi ********, we can understand your frustration with the 30-day pause policy and the feeling that it doesn't accommodate unforeseen circumstances. We apologize for the misunderstanding and the initial information you received regarding cancellation being the only option. We have been able to correct the previous information on the original ticket you've opened with us as well as gave you an option to not be charged further while you're recovering.
  
  We understand that navigating recovery is challenging enough without added concerns about your Wellhub membership. Your patience and cooperation during this time are truly valued. We wish you a speedy and smooth recovery. Please take all the time you need to heal. If you have any further questions or concerns about your plan, or if there's anything else we can do to support you during your recovery, please don't hesitate to reach out to us through our *********** or through Instagram @wellhub at any time. We are here for you.