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:03/18/2025

  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 3/9/2025, I attempted to attend a premium class on the app, but since WellHub didn't list the correct time, they did not allow me into the class, even though I arrived on-time. The studio explained that riders are commonly forced to miss the class due to incorrect information on the WellHub app, and WellHub will refund the class back to you.When I attempted to get into contact with WellHub, there was only a series of AI bots to help (which did not work), and after finally convincing the bot after 15 minutes to give me access to a customer service email, l reached out via there. They were kind, but unhelpful, and after a few days of back and forth, offered me $7 for 2 hours of transportation costs and a missed premium class. They did not offer to refund me a class or an extra check in.I pay $200 a month, and each of the premium classes are worth $30 at the minimum. The offer of $7 was insulting, and does not cover the cost of a premium class or the 2 hours of transportation costs. I have been contacting customer service in good faith for over a week now, and no fair solution has been offered.

  Business Response

  Date: 03/19/2025

  Hi *****, we can understand how frustrating your experience with the missed premium class on March 9th must have been, and we sincerely apologize for the error on our app that led to this situation. We know that finding incorrect information, especially when you've planned your day around a class, is disappointing. The gym does enforce that all users or visitors need to arrive at least 15 minutes before the scheduled class time. This is to ensure everyone is inside and settled 10 minutes before the class starts, allowing them to prepare and set up properly.
  
  However, we recognize how difficult it was for you to navigate our customer support when you needed it and we're truly sorry that the initial $7 compensation offer did not meet your expectations. We've listened carefully to your concerns and would like to make things right. We are issuing you an additional $15 refund to your account. We truly value your membership and we are so sorry that this situation happened. We are actively reviewing our processes to ensure that our app's information is accurate and that our customer support is more responsive and empathetic. We want to regain your trust. Thank you for bringing this to our attention. We hope this resolution shows how much we value your feedback.

  Customer Answer

  Date: 03/20/2025

  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:03/11/2025

  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.

  filing a complaint against Wellhub regarding an issue with my membership upgrade and their lack of customer support in resolving it.I received a Wellhub membership through my employer at the Silver tier.On March 5th, wanting to upgrade to the Gold tier, I attempted to do so, expecting an instant upgrade. However, the upgrade did not go through. I tried again, and it still failed. Despite being charged for these attempts, my membership status remained unchanged.I contacted Wellhubs customer service multiple times regarding the issue, including requesting a refund for the extra charges. I only received one response stating that they were looking into it, but no further resolution or update was provided. I got an automated response on March 7th that my plan was now upgraded but I still have a double charge on my bank account. Frustrated by the lack of response, I filed a dispute with my bank for the erroneous charges. Instead of addressing the situation, Wellhub responded by canceling my entire membership. This situation is highly unacceptable. I expected better service, especially as a paying customer, and ********************** has failed to provide proper communication or resolution.

  Business Response

  Date: 03/12/2025

  Hey ****,
  
  Thank you for bringing this to our attention and we can understand your concern. We've worked to get your Wellhub subscription back on the Gold plan and you should be all set to enjoy your benefits!
  
  Regarding the double charge, we've taken care of it. The most recent $75 was resolved via a bank chargeback and your refund is confirmed and credited to your account.  
  
  Thanks again for your patience. We really appreciate you sticking with us, and we're glad to have you as part of the Wellhub community. We are committed to improving our services. For any questions about your plan, please contact us through our *********** or Instagram @wellhub. We are here to help!

• Initial Complaint

  Date:02/04/2025

  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.

  My complaint is regarding Wellhubs handling of my monthly subscription for January 2024. I paid for a full month of service for myself and added family plan, expecting access through January 31. However, on January 31, Wellhub emailed me stating they would no longer be able to provide service but assured me that we would still have access for the remainder of the day. Despite this, our service was terminated on January 31, preventing us from using what I had already paid for.I attempted to resolve this issue with Wellhub but have not been able to reach them as they closed my account and I cannot send any communication through their platform. I am seeking either a prorated refund for the lost service or confirmation that my subscription was honored as promised.I appreciate your assistance in addressing this matter.

  Business Response

  Date: 02/05/2025

  Hi *****,
  
  Thank you for contacting us regarding your January subscription. We'd like to investigate the issue you experienced on January 31st.
  
  We apologize for any difficulty you had reaching us. To help us understand what happened with your access that day, please contact us with more details through our X @wellhubhelp or on Instagram @wellhub. We're here to help!

  Customer Answer

  Date: 02/06/2025

  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

   

  I was given means to reach out to Wellhub only on social media platform X or Instagram. However, I do not use social media and need a resolution via my direct contact information which is email or phone number.

  Please note screenshots were attached showing evidence of earlier termination that supports my case. 

   

   

   

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

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

  Business Response

  Date: 02/11/2025

  Hi *****, 
  
  We appreciate you contacting us regarding your January subscription. We'd like to look into the access issue you experienced on January 31st.
  
  We apologize if you had trouble reaching us. We'd like to understand what happened with your access on January 31st. Could you please provide the email you received and the time you tried to use Wellhub that day? Our records indicate your subscription was active until the end of January.
  
  You can always contact us directly at *********************************************************

• Initial Complaint

  Date:01/24/2025

  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.

  When I enrolled in the benefits with Wellhub, the Diamond plan showed as free. Based on that, I selected the Diamond plan, assuming there would be no charge. However, I was charged $318.15 for it today. After realizing this, I immediately switched my plan to Starter and contacted Wellhub to request a refund, but unfortunately, they denied my request and have been firm on their decision. I even explained my situation and that I wasnt informed of some 7 day trial. They told me I requested the refund on the 8th day and was a day too short and are trying to tell me to use the diamond plan even though I wont use it. Ive never ran into this problem getting a refund and it was the worst and most confusing experience.

  Business Response

  Date: 01/28/2025

  Hi ******
  

  Thank you for bringing this to our attention. We appreciate your feedback and understand your concern.
  We know that a refund of $318.15 has been approved by our billing team on Thursday and you should see the refund within 3-5 business days.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We're here to help!

• Initial Complaint

  Date:01/02/2025

  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 two major complaints against Gympass/Wellhub. Firstly, I was in a nearly fatal car accident on 10/22/24 and I immediately paused my membership with Gympass/Wellhub on 10/23/24. However, they still charged me $137.80, as my monthly renewal fell on the 23rd of each month. I then tried to extend the pause for more than a month, but they refused, leading me to cancel my membership altogether. Following the cancellation of my membership on December 23rd, they did not provide a refund, given that I had not visited the gym since the accident on 10/22/24.Secondly, I was a member of Gympass/Wellhub for three years, and for the last 19 months, they've incorrectly charged me. Despite my numerous inquiries about the increase, I was misled about the tax increase. Recently, it was revealed that they had an incorrect address for me for two years. I'm extremely upset because I've shared my personal information, including my address, with them multiple times. Now, they're refusing to reimburse me for the incorrect payments over the last 19 months or provide a refund for the initial issue as I mentioned at the beginning. This issue came to light after my husband joined and was charged a different rate than ***** simplify, I was charged $137.80, which is the wrong amount for 19 months. Correct amount should have been $124.99 a month. Here is the breakdown: $137.80 - $124.99 = $12.81. Therefore, 19 months x $12.81 =$243.39, which is the CORRECT amount they owe me AND $137.80 for the 10/23/24. Please help. I'm desperate and going through recovery from a nearly fatal car accident, while dealing with this.

  Customer Answer

  Date: 01/26/2025

  At this time, I have been contacted directly by Wellhub regarding complaint ID ********, however my complaint has NOT been resolved because:

  Unfortunately, many communications with them did not resolve anything, even after escalating the issue to their supervisor, which was extremely disappointing. At the same time, I was trying to heal from a horrible car accident.
  

   

   

   

   

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

  Sincerely,

  ***** *****

  Business Response

  Date: 01/29/2025

  Hi *****,
  
  Thank you for bringing this to our attention. We appreciate your feedback and hope you are well.
  
  We want to reassure you that you have not received any charge after reactivating your plan. The amount you see corresponds to the remaining days that you had already paid for before the pause. You'll notice there's no charge for December, for example. Regarding the amount of your membership plan, to comply with US tax laws, Wellhub added a sales tax to all plans on August 5th, 2022, and our system is designed to calculate sales tax based on the billing address listed in your account. 
  
  To help prevent any discrepancies, we send regular reminders asking subscribers to verify and update their billing information. As these reminders were sent and reviewed, but the billing address was not updated, we are unable to refund all of the months. To ensure accuracy in the future, we encourage you to regularly review and update your account information.
  
  If you have any further questions or concerns, please don't hesitate to contact us.

  Business Response

  Date: 01/31/2025

  Hi *****,

  We're truly sorry to hear about your accident and are sending our best wishes for a full and swift recovery. We understand your frustration and sincerely apologize for the difficulties. As you may know, to comply with US tax laws, Wellhub added sales tax to all plans, calculated based on the billing address on file.  
  
  We send regular reminders to subscribers to verify and update their billing information to prevent discrepancies. Our records indicate that you received several email communications in 2022, which our system confirms were opened. Specifically, emails were sent on July 6th, 2022 (opened the same day), and on July 20th, 2022 (opened on both July 20th and December 1st, 2022).  Additionally, in-app notifications were sent requesting a billing address update. Our system shows that the billing address was not updated.  
  
  As a goodwill gesture, we've processed a $38.43 refund, which corresponds to 3 months of sales tax charged. While we understand this may not be the outcome you hoped for, we're unable to provide further reimbursement for the entire period, as this discrepancy was not due to an error on our part.
  
  To ensure accuracy in the future, we encourage you to regularly review and update your account information. If you need any assistance with updating your billing address or have any questions about your account, please don't hesitate to contact our support team.
  
  We appreciate your understanding and wish you all the best in your recovery.

  Customer Answer

  Date: 01/31/2025

  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:

  Unfortunately, going back and forth is pointless because they won't admit to the misleading information they provided whenever I contacted them about price increases, claiming the taxes went up.
  

  What about my refund for the October 23rd charge of $137.80?!??? I was absent from the gym due to a nearly fatal car accident from 10/22/24 until the end of December.

   

   

   

   

   

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

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

• Initial Complaint

  Date:12/18/2024

  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 received a Wellhub benefit from my employer which offered a free trial. The free trial ran out and did not notify me as such so I ended up being charged $180 for services that I did not intend to use. When I reached out for a refund the business let me know that there was nothing they could do. This was unfortunate as I opted out of using this benefit via my HR department and it was unclear that I needed to cancel the free trial by a certain date as well. I would like my money back as I do not intend to use the service.

  Business Response

  Date: 04/08/2025

  Hi ****,
  
  Thank you so much for taking the time to share your experience with us. We're truly sorry to hear about the unexpected charge and the frustration this caused since there was no notification on our end.
  
  We also want to apologize for the delay in our response here. We're working hard to ensure we're addressing concerns promptly. We see our team was able to solve and refund you the original charge we made to you past the trial date.
  
  We recognize that it should be straightforward to understand when a trial ends and what steps need to be taken to avoid unwanted charges. We take your feedback seriously and we will take it into account to keep improving our communication about free trials. We do hope you give us a second chance, we'll work with you to make this right.

• Initial Complaint

  Date:12/17/2024

  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 started a 7-day trial with Wellhub (formerly gympass) last Monday (Dec 9th) and wanted to give it a try! After comparing the distance of convenience around their gym offerings, I decided to cancel, so I cancelled my Wellhub on December 16th (Yesterday), the 7th day of my trial.However, when I processed with cancellation, they automatically renewed my membership to Jan 16th, and just charged my card for $81.66 for the extended month. I emailed the customer service saying that I did not want this extended month, but they wouldn't let me cancel and insisted on letting me stay on the plan for another month. The email response from their customer service doesn't make any sense to me (see screenshot), as they say the last-day cancellation impacts my new billing. If it is a free 7-day trial, I should be able to cancel anytime within the 7-day window.

  Business Response

  Date: 04/08/2025

  Hi ******
  
  Thank you so much for bringing this to our attention, and we're so sorry to hear about the frustrating experience you had with your trial cancellation.
  
  We understand how confusing and upsetting it must be to cancel within the trial period and still be charged. We understand that prompt and clear communication is essential.
  
  We want to assure you that this is not how our trial period is intended to work. We know this has impacted your trust in us, and we sincerely apologize for that. We appreciate you giving us the opportunity to address this. We're glad our team was able to resolve this and issue you a full refund. We are taking your feedback seriously to continue to improve our cancellation process and ensure this doesnt happen to anyone else.

  Customer Answer

  Date: 04/10/2025

  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:12/09/2024

  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.

  Wellhub, formerly Gympass, is publicly displaying their pricing on ******************************************************************, but when you try to sign up, they deceptively try to charge you more in the checkout. I've contacted their customer service amicably on 12/05 and 12/06 (today), and both times they refused to honor the price published on their public website.This practice of publishing one price on their website and then quietly trying to charge you a different price when you click through is very deceptive, and then the fact that they won't honor the price when you reach out to customer service would appear to violate your guidelines.For example, the price on the website for Gold level is ******, but when you try to check out, you get charged ****** instead! Shady!

  Business Response

  Date: 04/08/2025

  Hi ********
  
  Thank you for bringing this to our attention and sharing your experience.
  
  We understand how frustrating it must be to see one price advertised and then be charged another at checkout. We hear you loud and clear about the discrepancy between the pricing on our website and the checkout page.
  
  We want to assure you that we take your feedback seriously, and we're committed to making things right. We especially understand that trust is crucial with our members and potential members, and we want to regain yours. We're grateful that you gave us the opportunity to address this, and we're using your feedback to improve our processes and prevent this from happening again. Our team is always on the lookout to report any price or Partner changes in our marketing to our communications team, and ensure our members receive communications of said changes via emails and push app notifications weeks ahead of time. For anything else you need, please reach out to us through our Help Center: ************************************ or DM us on ********* ********* We are here for you.

• Initial Complaint

  Date:12/02/2024

  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 an account with my wife and daughter, my daughter have not been able to use the gym or any of the benefits of the account, she lives in ******, *****, I have been paying ***** USD for her since May 2024 and in spite of all my trying to communicate have not been a resolution, the only way to communicate is via chat, and it seems that a computer or AI is answering, no phone coming whatsoever, it is the worst costumer service I have experience.

  Business Response

  Date: 04/08/2025

  Hi ******, we're sorry to hear about the trouble your daughter had accessing her Wellhub benefits in ****** since last year May 2024, and we understand your frustration with our communication process. We are real agents committed to providing genuine support to you. 
  
  I'm so glad to see that we were able to resolve your request that time and we're thrilled that your daughter is giving us a second chance. We'll do everything we can to ensure she has a fantastic experience able to enjoy all the benefits of Wellhub in ****** once again. That's wonderful news!
  
  We value you and your family as Wellhub members. If you need any further assistance, please reach out to us through our ************ *********************************************** or DM us on Instagram @wellhub so we can support you with what you need.

• Initial Complaint

  Date:10/02/2024

  Type:Order 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 signed up a dependent on my plan and have been paying for it since the beginning of this month. My dependent is unable to check into our gym, the app does not work for her. Weve both contacted wellhub multiple times and no viable solution has been presented.

  Business Response

  Date: 10/29/2024

  Hi ******, we apologize for the check-in problem your family member experienced at ****** and for any frustration with our customer service. The issue has been fixed. If you continue to have problems, please let us know. We have also processed a full refund for your dependent's plan and canceled it. If you wish to reactivate it and need help with that, please contact us through our *********** or Instagram @wellhub. Thank you!