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Business Profile

Online Event Registration

ACTIVE Network, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Event Registration.

Complaints

This profile includes complaints for ACTIVE Network, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,023 total complaints in the last 3 years.
    • 208 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Answered
      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 for an outdoor event through my university that charged me 10 dollars to participate. I gave my payment information to the university, with no knowledge that it was through active.com nor that I would be signed up for this 89.95 membership which I did not request nor agree to.

      Business Response

      Date: 12/05/2022

      Business Response /* (1000, 5, 2022/10/04) */
      We apologize for the inconvenience. We want to assure you that the membership is an opt in add to cart button, after clicking learn more on the membership offer. It is not our intention for you to have an unwanted membership. A case XXXXXXXX was created for your issue and please reply to it to resolve this issue. If you have any further questions, please don't hesitate to reach back out to us at *******@active.com.

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/27/2022

      Type:Billing Issues
      Status:
      Answered
      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 my child up for an after-school activity with Young Rembrandts. A month later I received a charge from Active Advantage for $89.95. I have no memory of signing up for this. I must have checked (or failed to uncheck) something during the registration process. Active Advantage appears to be one of those sneaky companies that get you to sign up for it In a context in which you are not suspicious and not watchful for scams. I didn't expect to be charged by anyone other than Young Rembrandts. I suppose what Active Advantage does falls just short of fraudulent, but I won't ever sign up for any camps or classes that use the Active platform again.

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/09/29) */
      We apologize for the inconvenience. We want to assure you that the membership is an opt in add to cart button, after clicking learn more on the membership offer. It is not our intention for you to have an unwanted membership. You are no longer signed up for the membership and all refundable charges have been issued. You should see it reflected on your bank statement in 1-2 business days. Please let us know if you have any further questions, you can reach back out to us at *******@active.com.

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/24/2022

      Type:Product Issues
      Status:
      Answered
      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 my kids up for sports at the local recreation center, and was unaware that there was going to be extra chargers. I feel that this is a dishonest practice.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 5, 2022/09/26) */
      We apologize for the inconvenience. A case XXXXXXXX was opened for your issue, please reply to this case to resolve this issue. If you have any further questions, please don't hesitate to reach back out to us at *******@active.com.

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/21/2022

      Type:Billing Issues
      Status:
      Answered
      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 2 charges on my card that I have no knowledge of placing and per the Active Network number listed below there is no one available to help because of COVID. I was able to speak to "tech support" and was told they only work overnight and there is no one able to answer questions during the day. Everything has to be done via e-mail. Yet, their e-mails are vague and continue to ask for more information without providing anything of substance. My initial request was sent via their on-line form with response.
      My most recent e-mail to them contained this information:

      I have now received 2 charges $14.70 on 09.12.22:
      09/12/2022
      Withdrawal / ACTIVE NETWORK XXXXXXXXXX REGISTRATI XXXXXX XXX-XXX-XXXX XXXXXXXXXXXXXXX

      An additional charge of $120.69 on 09.20.22:

      09/20/2022
      Withdrawal / ACTIVE NETWORK XXXXXXXXXX REGISTRATI XXXXXX XXX-XXX-XXXX XXXXXXXXXXXXXXX

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 5, 2022/09/22) */
      We apologize for the inconvenience. After check, a case XXXXXXXX was opened for your issue, please reply to this case to resolve the issue. If you have any further questions, please don't hesitate to reach back out to us at [email protected].

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/17/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      How is this company getting away with this? I have absolutely zero clue how this charge of $89.95 came about. I have not authorized or signed up for any membership with Active Advantage. I have emailed to start a case, no response. And no phone number to call? Absolutely ridiculous. And after reading all of these comments how is this still continuing? I just want this canceled and refunded. It's alarming how many issues there are with this company. Fraud is NOT okay.

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/09/19) */
      We apologize for the inconvenience. We want to assure you that the membership is an opt in add to cart button, after clicking learn more on the membership offer. It is not our intention for you to have an unwanted membership. You are no longer signed up for the membership and all refundable charges have been issued. You should see it reflected on your bank statement in 1-2 business days. Please let us know if you have any further questions, you can reach back out to us at [email protected].

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/15/2022

      Type:Product Issues
      Status:
      Answered
      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 for a race in maryland, and paid the amount for the race. Then not to long after i get bill 89.95 from "The Active Network" saying the my free trail was up, I never signed up for a free trail and dont which to use The Active Networks services. I desire a refund and for my information to be erased from the Active Networks systems.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/09/16) */
      We apologize for the inconvenience. We want to assure you that the membership is an opt in add to cart button, after clicking learn more on the membership offer. It is not our intention for you to have an unwanted membership. You are no longer signed up for the membership and all refundable charges have been issued. You should see it reflected on your bank statement in 1-2 business days. Please let us know if you have any further questions, you can reach back out to us at *******@active.com.

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/12/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      (Motiv Sports US) ACTIVE Network
      5904 Warner Ave Unit #475
      Huntington Beach, California 92649-4689
      United States

      (Long Beach CA Marathon) October 9th, 2022

      I registered as an Early Bird special at $79 last year 2021.

      Performed a Registration transfer which I was charged a $25 Transfer Fee,

      The Transfer recipient was charged full price at $136.00! Motiv Sports Active made a profit out of my expense ($25 Transfer Service Charge)

      Conclusion: Motiv Sports policy is unfair and should be constituted as an equal value on what the registration was originally purchased for. "It should be a lateral transfer."

      One or the other must cancel out, It cannot be both.
      Either there is no Service Charge for Registration Transfer of $25, Charge full price for new Recipient Registration
      Or Charge a Registration Transfer of $25 but keep the Early Bird Discount of the price that was originally purchased for.

      I was rejected for both. I feel like I am getting bullied as a consumer/customer. "Gouging is occurring."


      ********** (Original Runner)
      My order Order ID C-********

      Transferred to ************* on 09.12.2022
      Order ID: C-********

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/09/14) */
      We apologize for the inconvenience and confusion caused. Per transferring rule, the original registration will be canceled and refunded, and the recipient will be charged the new registration fee. After check, the original order C-3BLRLV6C was canceled and refunded $79 on 9/12/2022, please allow 5-7 business days for the refund. If you have any further questions, please don't hesitate to reach back out to us at [email protected].

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com


      Consumer Response /* (3000, 7, 2022/09/19) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Ok, it is to my attention that you have processes and protocol within your policy. But your follow up protocol by Paying your customers back is non existent for fund retrieval.

      It has been 7 days and I still have not received by refund of $79 plus tax = $86.74.

      Transfer Registration Transaction was completed on 09.12.2022, It is now 09.19.22 and I still have not received my refund nor received any invoice stating it is in process. Nothing stating in my bank statement that it is pending.

      Your Refund process in allowing your customers know that their funds will be reinstated by allowing 7 days is non compliance. There for, this will remain open until I get my funds back. Active is quick to take your money but very slow to give it back. Not good assuring your customers that customer service is a priority.

      Respectfully
      **************


      Business Response /* (4000, 9, 2022/09/21) */
      We apologize for the inconvenience. A case XXXXXXXX was created for your issue, your issue has been reported to development team to investigate and please reply to it to resolve this issue. If you have any further questions, please don't hesitate to reach back out to us at [email protected].

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com


      Consumer Response /* (4200, 11, 2022/09/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Day #10,

      Called the 1-877# (Does not Work)
      Sent multiple email to the support email provided. Same response..forwarding your email to the development team.

      Elevated but no Action.

      As of Day 11, Active.com still has not refunded me.

      *************@gmail.com


      Business Response /* (4000, 14, 2022/09/26) */
      After check, the refund was successful. Please check your card ending 3774 to check refund $79. If you have any further questions, please don't hesitate to reach back out to us at [email protected].

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com


      Consumer Response /* (2000, 16, 2022/09/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      After Day 12, finally received my refund! I had to be consistent with the Active/Motiv Representative. Alex was very helpful along with other representatives helping me as well. There were a few that kept passing the bucket to others without resolution. The Key person was Alex from the Huntington Beach CA office. He was determined to give my refund back.

      The Refund was paid, therefore the resolution is closed. I accept.

    • Initial Complaint

      Date:09/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Active Advantage debited my checking account for the amount of $89.95 without my consent. I received an email claiming the charge is an annual renewal. I have never signed up for a membership with Active Advantage, and had never even heard of them until I got the email about the "renewal."

      I was able to find two published phone numbers but both numbers lead to recordings saying telephone support is unavailable.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/09/13) */
      We apologize for the inconvenience. We want to assure you that the membership is an opt in add to cart button, after clicking learn more on the membership offer. It is not our intention for you to have an unwanted membership. You are no longer signed up for the membership and all refundable charges have been issued. You should see it reflected on your bank statement in 1-2 business days. Please let us know if you have any further questions, you can reach back out to us at *******@active.com.

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    • Initial Complaint

      Date:09/10/2022

      Type:Product Issues
      Status:
      Resolved
      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 registered for a half marathon and was enrolled in this company's Advantage membership. I had no idea that I was enrolled and had no clue they were going to charge me $89.95. I was under the impression that I was confirming my registration for the race but instead was enrolled in this program. I asked for a refund on September 2nd, September 6th, and again on September 9th. No refund has been issued and they didn't respond to my latest email.

      They have responded many times to complaints with "this was not our intent" - it may not be their intent, but they sure aren't fixing their crappy registration process and shady business practices.

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 5, 2022/09/13) */
      We apologize for the inconvenience. We have looked into your account and the membership has been canceled, auto renewal turned off, and your refund was issued on 9/10/2022. You should see it reflected on your bank statement in 1-2 business days. Please let us know if you have any further questions, you can reach back out to us at *******@active.com.

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com


      Consumer Response /* (2000, 6, 2022/09/13) */
      Hello,

      Active.com reached out to me and issued a refund. This has been resolved.

      Thank you for your time and attention to this matter.

      Kind regards,
      ***** ****

    • Initial Complaint

      Date:09/09/2022

      Type:Product Issues
      Status:
      Answered
      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 to run a 5K Foam Glo Run and was charged an additional $89.95 that I did not authorize. The charge was from Active Network Support and I have seen a lot of other complaints for this exact same problem with other people for the same charge. This is a scam! this was on my debit card and my bank was not able to reverse the charges. There is no way to contact this company. The phone number is just a recording and the email wasn't responded to. I would like my money refunded to me ASAP. The transaction date was 8/3/2022

      Business Response

      Date: 11/03/2022

      Business Response /* (1000, 5, 2022/09/12) */
      We apologize for the inconvenience. We want to assure you that the membership is an opt in add to cart button, after clicking learn more on the membership offer. It is not our intention for you to have an unwanted membership. A case XXXXXXXX was created for your issue and please reply to it to resolve this issue. If you have any further questions, please don't hesitate to reach back out to us at [email protected].

      Thank you,
      ACTIVE Consumer Support
      www.ACTIVEnetwork.com

    ACTIVE Network, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

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