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Business Profile

Internet Services

Wellhub

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 31 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:09/20/2024

    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.
    I suspect this Gympass subscription is a result of a FREE benefit from my former employer but I am now getting charged monthly and want to cancel. However, if I did sign up it was with my former work email address and I can't log in to cancel. In addition, there is NO PHONE NUMBER to call on the Wellhub website in order to resolve this quickly. I did fill out a form on the website but who knows when that will be resolved so this is my only option seeing that others had this issue as well.

    Business Response

    Date: 10/28/2024

    Hi *****, after reviewing your account, we understand that you no longer have access to your corporate email address to keep using the benefit. Our team has already assisted you with canceling your account via email and now we've gone ahead and processed a refund of $25.42. This amount covers the last two renewals of your Wellhub plan.Please allow up to two billing cycles for the refund to appear on your bank statement.We sincerely apologize for any inconveniences caused. If you have any other questions or need further assistance, please dont hesitate to reach out to our ************ Thank you!

  • Initial Complaint

    Date:05/08/2024

    Type:Customer Service 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.
    *********** IS THE ABSOLUTE WORST CUSTOMER SERVICE AVAILABLE. I THINK THEY ARE BASED OVERSEAS AND USE AI GENERATED RESPONSES BECAUSE I KEEP GETTING THE SAME RESPONSE VIA EMAIL AND THEIR CHAT FORUM FROM THE SAME PERSON WITHOUT ANY RESOLUTION FOR ALMOST 2 WEEKS. MY COMPANY PAYS A MONTHLY CORPRATE FEE SO MY EMPLOYEES GET A DISCOUNTED RATE. THE PROBLEM IS THEY WANT TO CHARGE ME 25% MORE THAN WHAT THEY CHARGE MY EMPLOYEES FOR THE SAME GOLD MEMBERSHIP AND CANT FIND OUT WHY THIS IS HAPPENING! ONLY ONE PERSON SEEMS TO REPLY TO ALL CONTACT AND YOU CANNOT TALK TO A SUPERVISOR OR MANAGER. ABSOLUTELY PATHETIC COMPANY!

    Business Response

    Date: 09/19/2024

    Hi **** we appreciate you reaching out. We were unable to locate any related ticket regarding this issue in our Help Center. Could you please send us your Wellhub ID via  DM on Instagram (********), Twitter/X (@***********), or through our Help Center at ********************************** This will allow us to assist you more quickly and effectively. We're here to help, and we appreciate your cooperation. Thanks so much!
  • Initial Complaint

    Date:04/08/2024

    Type:Customer Service 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 am extremely upset with gympass. I canceled my account for the past two months as I was traveling in and out of the country and wasn't going to be around to use my account. I attempted to cancel my account on the app and for some reason they still charged me for two months of services. I have spoke to their customer service several times trying to get them to refund me but they are not being cooperative AT ALL. They are refusing to help me or refund me even though I did not use one single service of theirs for the past two months. I have always had great experiences with gympass but the way that their customer service is handling this situation is extremely saddening and upsetting to me. I am requesting my last three months charges be refunded. That was three charges of $239.00 to the mastercard ending in ****. They have charged me a total of $717.00 and I NEED this money back. This is extremely upsetting. They also said that they would credit me for one month and they didn't. I am so disappointed in them, I am ready to walk away from being a customer and take my business elsewhere. Thank you for your help.

    Business Response

    Date: 09/19/2024

    Hi ****** we've reviewed your concern and thoroughly assessed your account. Regrettably, we are unable to find any cancellation request that leads to your refund request not being granted, please note that without any valid proof of cancellation, Wellhub will not be able to proceed with your refund request as it is not aligned with the Wellhub Terms and Condition of Use.

    To address your concern about a refund that was promised to you due to an accidental purchase, our team processed a refund on February 01, 2024. Thank you for understanding, and feel free to contact our Help Center for further assistance with any other queries you may have.
  • Initial Complaint

    Date:02/28/2024

    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.
    This is a gym membership in partnership with my previous employer. When I left that employer, I lost access to its service. They keep charging me monthly though even though I cannot login or use the service. I ***t know if (1) I *** not have access to the account or (2) if its just that I forget the password. If (2), I cant reset the password because I no longer have access to the email with the previous employer. Ive tried to contact customer service and cancel but you can only do so if you log in!

    Business Response

    Date: 03/04/2024

    Hi *****,

    We acknowledge your concern and regret any confusion it may have caused. After reviewing your account, we've confirmed that our Customer Experience team has successfully resolved this inquiry, and you should have received an email with further details. We appreciate you for bringing this to our attention and don't hesitate to reach out if you require further assistance. Thank you!
  • Initial Complaint

    Date:02/21/2024

    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 attempted to cancel my membership after the free trial period but had issues. I contacted their customer service but they were closed during the weekend. When they get back to me on Monday, they refused to refund because the membership is already renewed after free trial.

    Business Response

    Date: 02/26/2024

    Hi *****,

    We acknowledge your concern, and upon reviewing your account, we see that you're already in contact with our Customer Experience team to address this matter. We're dedicated to supporting you so please refer back to the email for further assistance. Thank you!
  • Initial Complaint

    Date:02/15/2024

    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.
    I signed up with Gym Pass on February 7th, **** through their 7 day free trial program. In the initial email after signing up I was informed of the following at the bottom of the email: "Your recurring monthly subscription will remain active unless canceled. If you cancel before Feb 14, the trial ends immediately and you won't be charged." When I went to cancel my subscription on February 13th (day 6 of the 7 day trial), I was instead informed I would be charged the full price of the subscription. I contacted the company's live chat support immediately and no one could tell me why I was charged. Finally after an entire 24 hours, I was told by a customer service representative that there were other terms hidden on their website that stated "WE WILL BILL YOUR DESIGNATED PAYMENT METHOD FOR THE SUBSCRIPTION FEE AT THE END OF THE FREE ***** PERIOD UNLESS YOU CANCEL 48 HOURS BEFORE THE END OF THE ***** PERIOD OR WITHIN THE **** PERIOD SPECIFIED IN YOUR PROMOTIONAL OFFER." These terms were nowhere in my start up email I received from Gympass or in the promotional offer that was originally advertised to me. Multiple people have had this same issue as well. I believe the company's entire advertisement that it allows a "7-Day Free Trial" is blatant false advertisement. The company truly only provides a 5 day trial and charges users by hiding this term on the bottom of its website. It doesn't even have the decency to transparently provide these terms in its emails. Now I'm almost $300 in debt due to this.

    Business Response

    Date: 02/19/2024

    Hi *****,

    We understand your concern and apologize for any confusion it may have caused. Upon reviewing your account, it appears that our Customer Experience team has effectively resolved this inquiry, and an email has been sent to provide further details. Thank you for bringing this to our attention, and please don't hesitate to contact us for additional assistance.

    Customer Answer

    Date: 02/22/2024

    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:01/23/2024

    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.
    If you read the email chain, Gympass sold me a gym membership at a specific gym they couldn't offer. They acknowledge they made the mistake, looked into refunding me and have refused to provide reasoning once they denied the refund. You can't confirm a product offering, sell it to me and renege on being able to offer that specific gym. I was embarrassed and showed with apologies but no resolution has come since inquiring about it.

    Business Response

    Date: 01/31/2024

    ***************,

    We acknowledge your concerns. Upon reviewing your account, it appears that our Customer Experience team has successfully addressed this inquiry. If you have any further concerns, please feel free to contact us via our *********** for additional support. Thank you!
  • Initial Complaint

    Date:12/01/2023

    Type:Customer Service 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.
    - Customer pays ********************** $250/month through his employer (EY) for the Platinum level plan - GymPass markets that the Platinum level includes 2x per week for exclusive classes - Customer visits ******* Bootcamp Gym in ******, ******** 2x per week - Customer was unable to book ******* class on 11/29/23, despite only having completing one class that week - Customer reached out to ********************** for resolution to book class - GymPass communicated to customer that there is a 8 class per month cap for ******* classes that customer had reached - Customer replied that this is not written anywhere on website and asked GymPass to provide guidance where this is included on GymPass's website - GymPass provided no guidance back to customer, therefore customer is reaching out to ******************** for resolution - Customer paid $33 out of pocket to attend ******* Bootcampy on 11/29 and wants a reimbursement from Gympass for this cost - Customer additionally wants ******************** to fix their marketing clearly outline to customers that there is an 8 class per month cap on premium classes

    Business Response

    Date: 12/04/2023

    Hi ******,

    We've reviewed your concerns and thoroughly assessed your account. As per the terms of the Platinum plan, access to premium gyms like ******* is limited to 2 times a week, totaling 8 visits per month. It appears you reached this limit in November, which led to booking restrictions and making a refund unattainable.

    Please know that you are welcome to consider upgrading your plan if you want to have more access in a month. Thanks for understanding and feel free to contact our *********** for further assistance with any other queries you may have.

    Customer Answer

    Date: 12/06/2023

    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]

     

    Please see attached latest correspondence from a Gympass representative which acknowledges, "I totally understand that the details about the premium access are not on the website, however, it has been the policy that for Platinum, you can access 2x/week"

     This statement validates my argument that nowhere on the Gympass website or in the Terms of Conditions of Use does it mention that there is an 8 class cap on ******* class for platinum members. Gympass states this is policy, yet Gympass has been unable to provide any written policy surrounding this rule. As customer has stated, ******************** markets to customers that the platinum pass allows ******* 2x per week, as customer attempted to utilize but was then blocked. Therefore, Gympass was involved in deceitful and dishonest business practices, and customer requests that ******************** reimburses the ******* class that customer paid for out of pocket for his 9th class during the month.

    Regards,

    ******

     

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


    Sincerely,

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




     

    Business Response

    Date: 01/05/2024

    Hi ******. We understand your concern and have reached out via email to address it. Please take a moment to review your inbox and feel free to share any additional concerns you may have. Thank you!

    Customer Answer

    Date: 03/29/2024

    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:11/10/2023

    Type:Billing 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 canceled my account with Gympass in Dec of 2022 as I left my employer and no longer qualified for the service. After trying to go to a couple of gyms, this was confirmed as they said my account was no longer valid with Gympass. I was only charged 1/2 of my normal rate in Dec, so I thought that the issue was settled and my bill was pro-rated. Instead, I have been charged every month, at an even higher rate that I originally was, from January -> Oct 2023. I have attempted to work through Gympass multiple times, but have been blocked by them and cannot seem to contact them any further. I am simply asking for the fraudulent charges to be refunded. Chase Bank was able to determine these charges were fraudulent, but have not been able to process a refund for the entire year.

    Business Response

    Date: 11/10/2023

    Hi *****,

    We acknowledge your concerns and have re-examined your account. Regrettably, we have found no record of a cancellation request from you. As per our policy outlined in the terms and conditions, we are unable to process a refund in this case. We sincerely apologize for any inconvenience caused and encourage you to contact our *********** for further assistance with any other queries you may have. Thank you for your understanding.

    Customer Answer

    Date: 11/13/2023

    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:

    Per the attached screenshot, my charges can be seen to be cut in half after my account was requested to be canceled.  I was paying  $67.84 each month until my termination at my employer.  After this, my fees dropped to $33.92 per month after a proration of $0.15 in December.  In addition, The Gympass terms and conditions state that their services are not offered to individuals, but offered as a company benefit.  I was not permitted to use this service (and was reminded of this at the gyms I went to after leaving my employer as they would not allow me to enter) after my employment termination, yet Gympass still took my money every month, albeit it was less that I originally was paying.  I attempted to use the help service multiple times through Gympass but the only chnages that were made was that I was blocked from even accessing the chat service and I was told via the help email that there was no record of my account.

     

    Thank you,

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

     

     

     

     

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


    Sincerely,

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




     

    Customer Answer

    Date: 11/20/2023

    Better Business Bureau:

    This has been resolved due to the refunds finally being given in full, contrary to the comments made in the referenced response.

    Sincerely,

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



     


  • Initial Complaint

    Date:10/11/2023

    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 am lodging a complaint concerning my recent experiences with Gympass, specifically in relation to their Diamond plan services. I enrolled in the Diamond plan offered by Gympass, which carries a monthly fee of $297. This plan is purported to provide access to a diverse array of gym facilities encompassed within its tier.My principal incentive for committing to this high-tier (and substantially priced) plan was to secure regular bookings for pilates classes at Solidcore ************ using the Gympass platform. This was a routine process until the previous Monday, [specific date], when I found myself unable to access the booking page for Solidcore ************, effectively barring me from reserving any classes at this studio.I took the necessary steps to alert Gympass to this pressing issue and have since submitted a series of service requests, identified by the following numbers: #*******, #*******, #*******, #*******, and #*******. Regrettably, the problem persists, and, adding to my frustration, I've received no acknowledgment or response for my last three submitted requests. This lack of communication and action on Gympass's end is deeply disappointing, marking the most unsatisfactory customer service experience I've ever encountered.In light of this grievance, I earnestly request the following:* Prompt and efficient rectification of the technical issue preventing my access to Solidcore ************, enabling me to resume my class bookings.* Reasonable compensation from Gympass for the inconvenience and disruption they've occasioned, reflecting the premium I pay for a service I currently cannot utilize.I invested in Gympass's most expensive membership package with the expectation of seamless service, an expectation that, to date, remains unmet. I hope for a timely and satisfactory resolution to this matter.

    Customer Answer

    Date: 11/07/2023

    Better Business Bureau:

    At this time, I have not been contacted by Gympass US LLC regarding complaint ID ********.

    Sincerely,

    ***********

    Business Response

    Date: 11/09/2023

    Hi ***, 

    We are sorry that it took longer than expected to resolve your issue. Our technical team is actively working on expediting this matter, and we will provide you with an update as soon as possible.

    We apologize for your inconvenience, and if you have any other questions, please reach out to our *********** for additional support. Thank you.

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