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:03/26/2025

  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.

  In Jan 2024, I signed up for the free trial of the *** website to check out the workout options at the recommendation of a friend. I inadvertently didn't cancel within the window and was charged $81.59. I was upset but accepted it. I have not used that website or thought about it again since probably April 2024. To my surprise, I was reviewing my bank acct on 1/8/2024 and had a 'pending' charge of $149.99 from BMM. I immediately logged in, cancelled the membership and contacted them requesting a refund. They didn't acknowledge my first request, sent a second one on 1/14/25. They responded right away jamming their terms and conditions down my throat reciting my free trial automatically turns into the $149.99 annual membership. My point is WHERE is the push notification to warn customers of the pending charge/renewal? Had I received anything proactively from them, it would have been cancelled immediately. They should be required to push billing reminders not force you to log into an app you haven't used and aren't thinking about. $149.99 is a lot of $ and they do this on purpose to make $ off people who have this out of site out of mind. If they can push marketing materials, they can push billing reminders. Receipt shows annual plan with an * but nothing in the app shows what the * is. If that is the resource, they cram down your throat then it should be easily accessible and transparent not deceptive. I am also filing a complaint with the *** for Negative Opinion Rule. There needs to be better governance over these subscription services. My failure to cancel something out of mind is NOT my acceptance to renew.

  Business Response

  Date: 04/04/2025

  Bikini Body Mommy Response to BBB Complaint
  
  April 4, 2025
  
  Dear BBB and Former App Member,
  
  Thank you for the opportunity to address the concerns raised regarding the recurring subscription payments made to our platform. We take customer feedback seriously and appreciate the chance to clarify our practices and the context surrounding this situation.

  The customer was an annual subscriber of our Health & Fitness membership platform for two annual billing cycles. She joined during a membership sale the first year/January 2024 and paid $81.59 ($6.79 per month/paid in full for the year), and the second year/January 2025 it renewed at the full annual price of $149.99 ($12.49 per month/paid in full for the year). Her subscription was subject to our clearly defined terms and conditions, which were agreed to at the point of sign-up, prior to beginning her 7 day free trial. These terms state that the subscription is a recurring membership that will automatically renew unless cancelled by the customer.

  While we understand that it can be easy to overlook subscription renewals, it is important to recognize that responsibility for managing active subscriptions rests with our members. As noted in this customers complaint, My failure to cancel something out of mind is NOT my acceptance to renew does not apply in this context, as she agreed to be billed on a recurring basis per the terms of her subscription renewal at the time of sign up. As stated in our membership policy, it is essential for members to actively manage their accounts to avoid unintended charges.
  
  Regarding her compliant that we did not send billing notifications prior to renewal, unfortunately we do not control billing notifications, push notifications, or email reminders on any of the 3-party platforms (apple store, ****** play store, ****, *******, ****** fire, SamsungTV, AndroidTV, etc.) as our company does not personally manage the subscriptions on these platforms, nor do we control the billing or payments that are made through them. This is why our company makes it clear universally on each platform at the time of sign up (and before the 7 day free trial expires) that the membership is a recurring subscription which will continue per the billing arrangement until and unless the user cancels via the platform in which they created their account.

  Our strict no-refund policy is clearly communicated to all members at sign-up, alongside several avenues for subscription management, including multiple contact points both on the platform through direct messaging and via videos that walk members through how to manage their active subscription and/or cancel their account, as well as via email for assistance. Unfortunately, we have no record of the customer reaching out for help with cancellation prior to being billeddespite her acknowledgment that she was aware that she had an active membership to our platform in which she was being billed since January of 2024 and she did nothing in that year period of time to cancel it. It should be noted that this customer did manage to successfully cancel her membership on her own, prior to emailing for a request for refund in January 2025.

  In our effort to resolve her concerns, I, ******, the owner/founder of our platform, personally reached out via email to this customer to address the situation and clarify our billing practices. I regret that my outreach did not alleviate the customer's frustration, and I sincerely apologize for any distress or escalation this has caused.

  We are committed to providing excellent customer service and maintaining transparency in our operations. Our goal is to ****** a positive experience for all our members and ensure they are aware of their subscription terms.

  Thank you for your understanding, and we hope to reach a resolution that reflects our commitment to customer satisfaction.
  

  Sincerely,
  
  ****** *********
  CEO/Founder
  Bikini Body Mommy, LLC
  **************************************************
  **********, ** 22307