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WellhubThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 46 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/26/2023
Type:Product IssuesStatus: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 and its staff defrauding people. They contacted me and fist said there is a one month free trial and if i cancel within the month no charge. I told them i am traveling so won't be able to use it but their sales staff pressured me to sign and said that its a complete free trial to test their service and thinking may be i can give it a chance when i return from my travel so i signed up. But then before the month they charged me and when I told them I haven't had a chance to even use because as I told them I am traveling, they wont refund my money. And saying that it takes them a month to cancel. This was not communicated to me. Their staff had said that if i cancel within the month no charge. I only put my details in to see what the service is about. I need a refund of my money.Business Response
Date: 11/09/2023
Hi *****,
We apologize for the delayed response. After reviewing your account, we see that this inquiry was resolved by our Customer Experience team. If you have any further questions, please feel free to contact us via our Help Center for additional support. Thank you for your patience.Initial Complaint
Date:09/13/2023
Type:Sales and Advertising IssuesStatus: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 had a gympass account for over a year, I was moving so I put the account on pause while I figured out the move and what my new gym needs would be. I ultimately decided to cancel. The pause was effective for 30 days. On the last day of the freeze I cancelled the account. However, ******************** claims you had to cancel prior to the freeze end. I requested a refund on the same day via chat and phone explaining that I believed I had until that day to cancel, and to kindly give me a refund as I wouldn't be using the service. They refused solely citing their internal policies and that there was no one they could even escalate me to to discuss this further.Business Response
Date: 11/09/2023
Hi ****,
We fully understand your concerns, and after reviewing your account again, your cancellation submission date occurred after the system reactivated your account post the approved pause period. According to our terms and conditions policy, we cannot approve your refund. We apologize for your inconvenience, and if you have any other questions, please reach out to our *********** for additional support. Thank you.Initial Complaint
Date:09/07/2023
Type:Service or Repair IssuesStatus: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 kept Gympass for several months despite living in an area with no available gyms because I researched on their app to find out where I could use it, and found many gym options, including in places like ******, where I expected I might travel in the near future.When I arrived in ******, I went to the nearest gym showing as in my plan but wasn't able to check in. After spending quite a bit of time troubleshooting, I had to pay the day rate at the gym, with the understanding that I'd get refunded the next day once the issue was resolved. However, when I contacted Gympass, I was informed that the app had not only falsely represented that particular gym as being in my plan, but had grossly misrepresented the gyms available in ****** due to a glitch in how currencies are taken into account, meaning not only that particular gym, but also many other gyms would not be available under my plan.Unfortunately Gympass representatives refused to accept any responsibility or even apologize for the inconvenience caused, but on the contrary actually had the nerve to blame me for not knowing that the information presented by Gympass in the app was false. Since the currency was different in ******, the support representative reasoned, I should have known not to trust the map of gyms appearing in their app under the title "In your plan," with a message on the filter page explicitly stating that only gyms in the plan selected (my plan) would be shown.I kept the service for an extra 5 months knowing I wasn't using it, just to be able to use it at a time like this.Business Response
Date: 11/22/2023
Hi *****,
At Gympass we are constantly working to ensure that our product is top-notch, and we can provide you with the best service possible. As part of this effort, we have designed a new Gympass app that is sure to enhance your experience. We took this opportunity to review our previous features, and unfortunately, due to the challenges caused by exchange rates and international fees, we had to remove international check-in. We understand that this service was useful to our users, and we apologize for any inconvenience this may cause.
We welcome you to explore our many Wellbeing apps that offer a variety of activities so you may continue meeting your fitness journey!
If you have any further questions, please feel free to contact us via our *********** for additional support. Thanks for your understanding.Initial Complaint
Date:07/19/2023
Type:Product IssuesStatus: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 currently paying $230/month for a gold plan Gympass membership. Gympass has recently changed their booking policies and procedures as well their plan membership and benefits, significantly lowering the availability and class booking options per week (soul cycle, orange theory) from 2x a week to 2x a month. I was never told this as a customer for over a year with this change to membership, yet the price remains the same even with the loss of 6 classes a week. This is unethical to not communicate the change to clients, at least to provide a grandfather option to those who have been members for over a year. This change should come with a reduced price or something due to the reduction of services provided. I have emailed 3 times to Gympass with no response. They have no working phone number for customer service, their robot chat does not allow assistance from a real person and I have waited over 2 business weeks for a response on 3 different email chains with no assistance but the initial email from the robot chat. This is unacceptable. I am requesting mediation for 3 months refund due to the massive inconvenience, lack of support for customers with serious, potential fraudulent concerns, and the ability to regain my original membership benefits. *Business Response
Date: 11/09/2023
Hi ********,
We apologize for the delayed response. After reviewing your account, we see that this inquiry was resolved by our Customer Experience team. If you have any further questions, please feel free to contact us via our *********** for additional support. Thank you for your patience.Initial Complaint
Date:07/13/2023
Type:Product IssuesStatus: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 a Gympass customer since February 2021. I had mostly good experiences with accessing their app and used their services daily. However, on June 22,2023, Gympass made a change to their system and began requiring that a verification code be sent to my email and before I could be granted access to their app to book classes or visit a gym, the emailed code had to be typed in. But no code was ever submitted to my email (since June 22) and I was unable to login to the Gympass app. I could not check into any classes or use any gyms from that date forward. I paid $34.95 per month for this service, billed and paid by me on a **** on June 16, 2023. I was not successfull in getting this verification code to ever appear on my email account and contacted ******************** everyday from June ********************************************************************* from using their services. Once it became clear that the issue was not being resolved by anyone, I requested to cancel the service and asked Gympass to refund me for the days of the billing cycle that I could not use the service, which would be everyday since June 22 (the last day I could check in for a live class) to the end of the billing cycle, July 15. When it appeared that Gympass was not taking action on my request to cancel, on Thursday July 6, I had my bank dispute the charges. However, I canceled the dispute the next day, Friday June 7, because "****" stated in an email that she would refund my money for days I could not use the service. To date, Gympass has not issued my refund. I am requesting that BBB assist. I have attached my communications with the company and a snap shot of the issue. I believe I should be reimbursed for the 23 days in the billing cycle that I was locked out of the Gympass app, amounting to $26.80. Thanks for your time and attention to this matter.Customer Answer
Date: 08/06/2023
Better Business Bureau:
At this time, I have not been contacted by Gympass US LLC regarding complaint ID ********. My last correspondence from Gympass was provided to BBB in an email and with an attachment. There was no mention of the BBB complaint from the merchant.
Sincerely,
*************************Business Response
Date: 11/09/2023
Hi ******
We apologize for the delayed response. After reviewing your account, we see that this inquiry was resolved by our Customer Experience team. If you have any further questions, please feel free to contact us via our Help Center for additional support. Thank you for your patience.Customer Answer
Date: 11/10/2023
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:Gympass did credit my account for the funds that were due back to me for the June billing cycle, I believe this refund occurred in August. However, Gympass continued to charge my credit card for July and August when they knew I was unable to access their services and after I had informed them, in writing, that I wanted to cancel. This required me to cancel my credit card account and get a new one to stop the charges. I had to initiate reimbursement of the funds that were automatically paid to the vendor for July and August, to Gympass, through my bank.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Customer Answer
Date: 11/10/2023
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,
***** *******
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