Complaints

This profile includes complaints for Personify Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Personify Health, Inc. has 6 locations, listed below.

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• 

  Personify Health, Inc.

  75 Fountain St Ste 310 Providence, RI 02902-0050

• 

  Personify Health, Inc.

  510 Marquette Ave Ste 500 Minneapolis, MN 55402-1264

• 

  Personify Health, Inc.

  181 Bay Street, Suite 4400 Toronto, ON M5J 2T3

• 

  WellTok, Inc.

  1515 Arapahoe Street Tower 3 Suite 700 Denver, CO 80202

• 

  Personify Health, Inc.

  2100 Covington Centre Ste B Covington, LA 70433-2981

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:01/27/2023

  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.

  On Dec 21,2022 I ordered an Apple Watch 8 for 459,. I received a confirmation the next day. I waited for a shipping confirmation or an order status for Weeks. I had to contact virgin pulse asked for a phone number to call because email Correspondence took days and even weeks! I finally get an answer, my Apple Watch was on back order. I asked to cancel my order and for refund of my money. I was told **** business days. 11 business days later no refund and no email responds! Please help! *********************

  Business Response

  Date: 01/27/2023

  Thank you for your patience in our reply.

  A refund was issued to ************** on January 17th.  Per the email sent to ************** confirming the refund it can take up to **** business days for the refund to be received.  If the refund is not received by February 1st ************** can contact us directly to look into further.  The ticket ************** can reference is #*******.

  Thank you!

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  The complaint about virgin pulse was not resolved! I was told it would take **** business days for the money to be refunded. I cancelled the order on Jan.13. Then I was told the refund process started on Jan.17. We are getting the run around and the refund date being moved up each time I talk to virgin pulse! Virgin pulse took our money the day we placed  the order but the item was never shipped nor did we get any kind of explanation why the item wasnt shipped until I contacted virgin pulse! It took another week for virgin pulse to tell me the item is on back order! I need my money back so I can purchase the item somewhere else! This business transaction has been going on since December *******. I will contact *************** industries also about this matter! 

   My regards 

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

  Business Response

  Date: 02/02/2023

  Thank you for reaching out regarding the delay in this refund.  

  I have reviewed this and confirmed that an internal error caused a delay in this refund being processed.  We have reprocessed this request.  Again we apologize for this inconvenience but ************** will have his refund within **** business days. 

  Thank you! 

• Initial Complaint

  Date:01/26/2023

  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.

  On January 10, 2023 I reported that my Virgin Pulse app that provides health/wellness services and incentive rewards through my employer was not syncing up to my account profile based on certain activities that I was completing through third party providers (GI Thrive and ************** I have asked for resolution of this problem and have not heard back from customer support for one week now (1/19/23). I have also asked for replenishment of my rewards points and I have shown proof of completed activities so that rewards that I have earned can be added to my account and was told that they "might be able to get me those points" even though I completed the tasks and am entitled to those rewards as screenshots of proof were provided multiple times. This is not specifically a mobile issue, as the same happens when I log in to a desktop computer. In addition, ReThink used to be a functioning app. I just want to keep participating in this program to not only keep earning awards, but also continue to reinforce health and wellness habits. Each day with no response is a day that I am losing out. I am not receiving the goods and services promised for the activities I am completing which is libel.

  Business Response

  Date: 01/31/2023

  Thank you for your patience while we looked into this concern.

  We are currently experiencing an issue with GIThrive and ************ and actively working to resolve this. Once this is resolved an update will be provided to ************** via ticket #******. 

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  These issues have been outstanding/ongoing now for 21 days without timely communication and a plan to correct. I only hear confirmation that there is an issue, and for a tech company with a product that relies on daily use, this is unacceptable. The missing rewards for activities completed have not been added to my account, therefore your program is fraudulent. I expect a timeline from you with 1) what the issue is, 2) what is being done to remedy, 3) when can I expect services to be restored and 4) when will my missing rewards be added to my account. I also expect to receive additional rewards for my suffering and inability to access rewards and wellness services due to product connectivity issues which has inhibited my goals to become healthy using your third party vendors. Please reply by COB tomorrow, February 1, 2023.

   

  Regards,

   

  **********************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 02/10/2023

  Thank you for patience while we looked into ****************** concern further.  ****************** sponsor for her Virgin Pulse account has chosen not to offer the ******* program any longer.  We are currently reviewing ****************** request with Accenture and will update ************** via her open ticket # ******* once we have resolution. 

• Initial Complaint

  Date:01/26/2023

  Type:Delivery 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 29 Dec 2022, I placed an order (Order #: *******) for a Smart Watch using a combination of earned points totaling $75, a $60 device subsidy which is provided one time, and credit card payment in the amount of $204.87. The subsidy and points were removed from my account and my credit card was charged. After several weeks, there was never any status update on the order in my online account, so I began calling and opening tickets with the Virgin Pulse support. Everyone I communicated with told me they had "escalated this to the Orders Team and the order would be arriving within the week". Each week went by without any update on the order and no item was sent. Eventually, I decided the best course of action was to cancel the order. Again, I was told this had to be handled by the Orders Team and would not be able to be cancelled that day. As of 26 January, 2023 I still see no status update on the online account since the order was first placed, and I have received no communication from the company. At no time have I had any evidence that someone at Virgin Pulse was taking any action on this issue. At this point, I would like the full amount of the watch returned to my credit card (including the $75 in points and $60 subsidy, since I have no intention of making future purchases through this company). I can provide numerous ticket numbers from our communication as needed.

  Business Response

  Date: 02/02/2023

  Thank you for your patience while we looked into this concern. 

  We have refunded **************** for the Pulse Cash and her credit card used for her purchase.  The Device Subsidy that was used to purchase this product was refunded to **************** via Pulse Cash which can be used for a future purchase. 

  The refunded amounts are $60.00 Pulse Cash for Subsidy, $75.00 Pulse Cash for Pulse Cash used and $204.87 refunded to the credit card used for the purchase.  Please be advised the credit card refund can take **** business days to process. 

  Thank you!

  Customer Answer

  Date: 02/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I had also escalated the issue through my employer and they were able to get the issue resolved. I'm still waiting for the refund to my credit card but at least have received a status update to my account.

   

  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/20/2023

  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've been trying to get support for my Max **** for months. The customer service people rarely get back to me in a timely manner. When they do they want me to do trouble shooting I've done three or more times. The max **** will not sync and I cannot record my steps or progress. Since the executive team hide themselves from contact the customer service people know we have no one in authority to complain to. The ** people have a very arrogant and condescending attitude whenever I do finally reach them.i had my company IT department do a diagnostic to see if it was something on their end. Everything is working properly. When I informed the last ** rep I spoke with he just said I was going to have to wait until Virgin pulse gets back to me. It's now Friday so it will be another week of no results and no solution. As I said it's been months for the same issue. Virgin pulse is will only talk to perspective new customers once the sale is made good luck getting any real customer support

  Business Response

  Date: 01/24/2023

  Thank you for your patience while we researched ******************** concern further.  **************** was advised on Friday January 20th that a new Max **** device has been sent to her to her replace the device that is no longer working.  The device will take 7 to 10 business days to receive. Once the device is received we can assist **************** further if needed. 

  Thank you!

   

  Customer Answer

  Date: 01/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/05/2023

  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 12/15/2022 I ordered a Max **** from Virgin Pulse $31.43 under order number *******. I received an email stating I would receive the product with 7 to 10 business days. As of today 1/5/2023, I have not received the product. I called customer service on 1/4/2023 and was told that they could not authorize a refund it would go to another department. I was given ticket number *******. Today I called and the rep stated this is handled by another department that don't take direct calls. I was told my refund would take 7 to 10 days and I was given another ticket number *******. All I want is my money back because the product is lost in transit. No one I have talked to seemed to care or have compassion for my problem.

  Business Response

  Date: 01/06/2023

  Thank you for your patience while we researched ************************ inquiry further.  

  We have issued a refund in the amount of $31.43 to ************************ credit used to purchase the ********************** be advised it can take up to **** days for this funds to post to the credit card. 

  Thank you! 

  Customer Answer

  Date: 01/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/30/2022

  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.

  We have gone through a biometric screening through and employer on February 14th Designed wellness. You can earn Amazon gift cards in the hundreds from Virgin Pulse supposedly for the screening and this company is unavailable by phone and they string you along through emails. Their emails claim the ticket has been processed but you need to call in but they never pick up no matter what time of day. Weve been going back and forth for weeks now and have spent countless hours on numerous days on hold. Today is our last day to claim and Ive been on hold for 40 minutes now. Its a total scam and needs to be dealt with.

  Business Response

  Date: 12/07/2022

  Thank you for your patience while we researched ********************** inquiry further.

  We have been able to speak with ****************** and resolve her issue.  Her gift card has been sent and ****************** has confirmed receipt. 

  We apologize for any inconvenience this has caused. 

  Customer Answer

  Date: 12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/15/2022

  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 company requires us to use Virgin Pulse software in order to obtain health insurance benefits. Part of this requires the use of a step tracking ******. I was using a tracker called a ***** bought directly from Virgin Pulse. In July my tracker stopped syncing steps with the app. I did not realize this until some time later. I found out that they did a software update in July and in my opinion, this is what caused my tracker to stop syncing. I have tried working on this with their support people but they have stopped responding and have offered no successful remedies of any kind. In fact, by trying to update the firmware on my ****** following the instructions on their site exactly, my Max ****** has now be rendered completely inoperable and just displays a message saying "Update failed resume firmware". The best answer they had was for me to use a step tracking app on a phone. First, I bought and paid for the tracking ****** I got from them in good faith that it would work with their app. Second, I am unable to carry my phone at all times and am therefore not tracking all the steps I take. As part of this program, points are awarded for activities (including reaching certain step goals) and money is applied to an HSA account as a reward for reaching certain goals. The fact that I'm no longer able to track steps is causing me financial harm by preventing me from receiving these HSA benefits since I'm unable to reach further goals due to point requirements.

  Business Response

  Date: 10/19/2022

  Thank you for your patience while we researched ************************** concern.  We currently have an open case for Mr. ******** which we have been actively communicating with the member in. 
  
  
  We will continue to work with ********************** on a resolution to his issue and update him via the case we have open.  
  
  
  Thank you! 

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My complaint against Virgin Pulse was closed and has NOT been resolved! There has been some communication and a small amount of progress but I am still awaiting further communication to determine if they intend to fully address this issue. 

  Business Response

  Date: 11/04/2022

  Thank you for your patience while we reviewed ************************** response.  We have ordered a ************* to be delivered to the address: ***************************************************. We hope this resolves the issue. 

  Thank you! 

  Customer Answer

  Date: 11/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am still awaiting the shipment promised to me by the company and it has not arrived yet 

  Business Response

  Date: 11/21/2022

  Thank you for your patience while we researched this further.

  A clip for the Max **** was shipped to ********************** on November 6th and the tracking number for this package is **************************. The tracking for this package is showing as in transit.  For additional details regarding the delivery of this item ********************** can contact **** at **************.

  Thank you!