ComplaintsforWW
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Complaint Details
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Initial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for weight watchers. It didn't work. I apparently signed up for a commitment for a year. I didn't know and they will not cancel it. I don't want a refund I just want them to stop charging me. I have never seen any company so unhelpful.Business response
11/12/2024
On our website, one must specifically select the plan one wants. The longer duration selected, the more reduced the price is. Our cancel Terms are very clearly stated on the website. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. After submitting, the next screen says Welcome to the Community and under Order Confirmation it shows again that same paragraph with the canceling message in bold.
Sincerely,
Weight Watchers
Initial Complaint
10/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
**Complaint Summary for Better Business Bureau**I am writing to file a complaint regarding my experience with the care team of WeightWatchers / weekend health / sequence I was removed from a program after requesting a blood pressure cuff, which was a new metric that I was not previously asked for. Despite my inquiry being legitimate, the team chose to terminate my participation.Additionally, the service has been extremely expensive, and I encountered issues with prior authorizations that expired due to the team's lack of tracking, causing significant delays in my medication schedule. When I sought clarification and assistance, I was met with unhelpful responses and was not allowed to escalate my concerns. After several days, I was offered a one-month credit, which I believe is insufficient to address the disruptions and lack of support I experienced. If care, materials, or tracking progress arent things this company is willing to provide - what do they provide?I hope this complaint prompts a review of their customer service practices and policies.Business response
11/06/2024
This member joined our platform in 2023. At that time they were prescribed medication and continued treatment into 2024. Our internal policies in regards to member safety requires us to ask for blood pressure readings during the refill request process. As we are a tele-health company these policies are crucial to the ***** of our members. The member had not been previously asked about blood pressure readings. Due to many changes in dosage and treatment plans the clinician requested these readings which is under the scope of care and safe medical treatment, the clinician has the right to request vital signs before sending in refills to medications.
The member refused on several occasions to provide the readings to the clinician. The member indicated they should have been provided with a blood pressure monitor and indicated it was our responsibility to provide. No where in our Terms and Conditions do we indicate we will or have to provide a blood pressure monitor to our members.
Due to the lack of vital signs being provided the clinical team made the member aware they would not longer be able to provide medical treatment for the safety of the member. The Senior Trust & Safety manager was alerted to this ongoing safety issue and proceeded to end the membership for the members safety. The member was made aware of this decision via the chat feature used for communicating with the member.
The member was granted a month of non payment while the clinician waited for the requested vital signs. The actions taken to keep the member safe are typical and not outside of our Terms & Conditions the member agreed upon when joining.
Sincerely,
WW Clinic/Sequence
Customer response
11/07/2024
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:I am writing in response to the complaint filed under case number ********, regarding my experience. After reviewing the situation, I believe that my complaint has not been resolved because there are several misunderstandings regarding my communication and the actions taken by the clinic.
Firstly, I have never once refused to provide any necessary information to the clinician. Throughout my interactions, I have consistently sought clarification on my health concerns and treatment, but simply asking questions should not be interpreted as refusal. If my inquiries were misunderstood or mischaracterized as refusal, I believe this was a misunderstanding that could have been easily addressed through better communication.
It is also important to note that no one alerted me that asking questions about my health could result in punitive measures or lead to being dropped from the program. If such a policy existed, I should have been informed beforehand so that I could adjust my approach accordingly. Without this information, I had no way of knowing that seeking clarification on my treatment would have negative consequences.
Additionally, I would like to bring attention to the issue regarding my prescription. I was provided with a prescription without the necessary blood pressure reading, which, as I understand it, is a direct violation of established medical protocols. If this is indeed the case, it further emphasizes my concern that the clinic is not following proper procedures or ensuring that patients receive the full care they are entitled to.
For your reference, I have attached the exact correspondence for review, where you can see that I never refused to provide requested information. I respectfully request that you re-examine this matter and consider resolving the issues at hand in a fair and timely manner.
Thank you for your attention to this matter.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Business response
11/14/2024
We regret this member disagrees with our policies. Our decision is final. The last charge has been refunded as courtesy.
Sincerely,
Weight Watchers
Customer response
11/15/2024
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:This business has been dishonest in order to not take action for their failings and disorganized practices.
Sincerely,
***** ******
Initial Complaint
10/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I originally signed up for Sequence a few months ago. I have not lost any weight so I decided to cancel however they provided an option for a month free. However it didnt advise that it would continue a 3 month plans nor did I ever receive a notification when the month would be ending. I do not want this plan because Ive been on it for months with no weightloss and dont wish to spend another $300+ for nothing. Also just like we receive text notification for medicine etc. we should receive the same for upcoming payments not you all just taking it as you please!Business response
11/01/2024
The member communicated directly with the WW Clinic/Sequence team regarding this issue and they have already issued a refund.
Sincerely,
Weight Watchers
Initial Complaint
10/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for a discounted plan of 10/Mo for 10 months. I was charged 9 dollars to start the plan. Upon being charged for the next month and looking at next month charge will be 19 dollars. This was not the plan I signed up for and am being overcharged. 19 dollars is barely less than what you have to pay monthly. Uphold the original payment plan for 10 months. I'm paying more than it would be for 6 month plan, that doesn't make any sense.Business response
10/30/2024
The reason for the higher charge is the member had accidentally upgraded his membership. We have spoken with him, canceled and refunded, and sent him a link for the promotion he originally wanted.
Sincerely,
Weight Watchers
Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had a very disappointing experience with the Weight Watcher Clinic service. When I signed up, I was offered a $49 price. From the very first day I was unable to even access their Sequence portal through the app. I opened a ticket and was told to call customer service. Out of frustration over a seemingly simple thing becoming complicated, I cancelled the membership and decided to seek medication from my doctor. Weight Watchers proceeded to charge me $84 two more times, despite my cancellation and there not being enough funds in my account to cover the charge. This caused my account to be negative. So, I paid $217 for a service that was impossible to use. 10/7/2024$84 9/6/2024$84 6/24/2024$49 Total $217 When I tried to complain I was told to call customer service which proved to be useless. I also sent an email to their customer service email address and got the following message:Please be advised this email address your note was sent to is no longer being monitored. I would like a full refund as this service was impossible to use and appears to be deliberately confusing to customers.Business response
10/25/2024
We could not reach the member by phone but have sent her an email. We regret she did not have a positive experience with our WW Clinic and will issue a full refund.
Sincerely,
Weight Watchers
Customer response
10/31/2024
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
10/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This weight watchers has been charging my credit card account since May. I never signed up for this and wouldnt anyway since I dont even need to lose weight. This is fraud and I want a refund. I dont even have an account with them. They must have stolen m credit card number.Business response
10/24/2024
We could not reach the member by phone so we sent her an email letting her know we have finally found where her charges were coming from. We have stopped all charges and issued a full refund.
Sincerely,
Weight Watchers
Customer response
10/25/2024
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:They did NOT refund my account the $11 from May to sept I was fraudulently charged
see the attached screenshots from my credit card I took today showing no refund has been given
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Business response
10/25/2024
As stated in the email we sent the member, refunds can take from 5 to 7 business days to post in her account. Her refund was just issued yesterday 10/24. We emailed her again to please contact us if she has not received the refund by Thursday 10/31.
Sincerely,
Weight Watchers
Initial Complaint
10/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been locked into a 3 months membership plan and was advertised affordable weight loss medication options. No options were remotely affordable, team took multiple days to reply even when they said it would be sooner. I was then offered an option I actually could afford by the team and when I tried to sign up for this they said that I actually couldnt even though they offered it to me because I had to wait until the for 3 month contract expired while I received zero treatment but am still to be charged. Refund was refused.Business response
10/24/2024
We have spoken with this member and explained some things. She has thought it over and has decided not to move forward with this, so we canceled the membership and issued a refund.
Sincerely,
Weight Watchers
Customer response
10/25/2024
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
10/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was a member of Weightwtchers since 2018. I reached the weight goal. I was told that my participation is free as long as I keep this goal.Due to the outbreak of Corona virus, participation was cancelled for everyone, as you know.After the reopenining of the Weightwachers, when corona pandemic was ended, I requested resuming my participation. I was told there is no anymore in-person participation. At that time Weightwtchers was located in *********************************************************************. (now this office is closed). I told them that I am intersted only in in-person session/participation, the same as before. The reason for this is that since the beginning I was participating in in-person sessions and NOT online membership.I assume this as the end of my membership in Weightwatchers. No one wanted me to fill out a form or anything else. Recently, and accidentally, I noticced that Weightwtchers as chaged me an amont of $24.86 per month. This charge started since June 2022 and continued until Oct. 2024. Indeed, they have charged me WITHOUT my authorization; an action which is in breach of law.I went to Weightwtchers in ********************** in ******* and notice that it has been closed permanently. I called the office and asked why they have charged me without my permission. I was told that they emailed me and started charging the monthly fee. However, I never received emails from Weightwtchers.I made several phone calls. No result came out of this. That is why I am filling this complaints. I want the reimbursement of all monthly amount that charged me along with an acknowledgement of their error.Thank you,*. ******Business response
10/16/2024
When this member recently called us, her case was escalated to a supervisor, who explained everything to her in detail. As a courtesy, her last charge was refunded.
Sincerely,
Weight Watchers
Customer response
10/23/2024
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:Dear *** *******,
Thank you for forwarding Weight Watcher's response to my complaint.But, it is not true. I was a member of Weightwatchers in *******. Due to the pandemic, activities were suspended. After the pandemic was over, I went to the same place, but I was told there are no more sessions in person. I told them, that is fine for me. I canceled my membership. At that time, due to reaching the golden threshold, my membership was for free. Please see the attached card, especially the second page of the scanned copy (the back of the card).Recently, I noticed that since May 2022, Weightwatchers has charged me a monthly membership of $24.86. They charged me for over 28 months. The ********************************** has charged me without my permission which is an illegal action. When I noticed I called and asked why. I was told that they have emailed me. But, I never got any email, even emailing does not mean I gave permission to them to charge me.Next day, the supervisor called me and indicated the same. I told her that I never got emails. In addition, charging members must always be with the confirmation of emails.She was not talking politely. She said that they can pay the last month only. I did not accept it. That is why I filed a complaint. Weightwatchers must not only pay back the money they charged me over 28 months, they must also apologize.I hope you can settle the case.Kind regards,******* ****** *******In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Business response
10/30/2024
When the member originally spoke with our **************** agent, Lifetime membership was clearly explained to her. Then again when a supervisor called her back, it was explained very clearly. Lifetime membership is not just "free", there are conditions. Notice the back of the card says "All current requirements for Lifetime membership apply". When a membership is canceled, members receive a system-generated email confirming the cancelation and if canceled by phone, they are given a confirmation number. If the member has either of these, we will be happy to work with her.
Sincerely,
Weight Watchers
Customer response
11/21/2024
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:Dear *** *******,
Thank you for your email and my apologies for the late reply caused by travelling.The response by Weightwatchers is not acceptable at all.I want to know why without my consent (permission), they charged me for over 28 months. This is an illegal act. It is so sad that Weightwatchers is not willing to refund the money charged for 28 months. I was assuming that they understand the illegal act they did without my consent and compensate for it immediately.Therefore, I have no other choice but to bring this illegal act to my lawyer as well as bring it to social media. Weitwatchers should know that such a wrong act is not tolerated. I never give up against this unjust enrichment of weightwatchers.Thank you for your time,******* ******In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Initial Complaint
09/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for Sequence in and the fee for the WW application (which I enjoy) was supposed to be complimentary. I have reported it and there is no longer an email or a clear way to discontinue or get refund. I have run in circles and do not have time to chase the charge. I do not want to have my bank stop it since they will close out my card and treat it like fraud.I am paying twice for this application $25 to WW and $99 to Sequence which includes the app.Business response
10/17/2024
We regret the member has had such a difficult time with this. We have refunded six charges of $24.84 from her WW account totaling $149.04. She will see this back in her account in 5 to 7 business days at the most. We have also issued a $99.00 credit to her Sequence account. And to conclude, one of our agents will reach out to her to assist in setting up her complimentary WW Core account.
Sincerely,
Weight Watchers
Initial Complaint
09/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Cancelled membership within 14 days however WW continues to take the fee each month.Business response
10/04/2024
This membership was signed up for on 3/24/24 and is a 10-month commitment plan. Our cancel Terms are very clearly stated on the website. In fact, during the sign up process, there is a box that must be checked before submitting that has two short paragraphs and in bold it states “While you may cancel your subscription at any time, cancellation will not go into effect until the end of your Commitment Plan. “ After submitting, the next screen says “Welcome to the Community” and under “Order Confirmation” it shows again that same paragraph with the canceling message in bold. And yet again, it is in the sign up receipt email. The cool-off period for cancelation is three days.
The last charge on this account will be on 12/24/24 and the account will cancel on 1/24/25.Sincerely,
Weight Watchers
Customer response
10/07/2024
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:I cancelled during the “cooling off” period.
Until you sign up, start the process, and get an allocation of points, someone like me would not realize that WW is not a good fit. I take 6 tablespoons of premium olive oil a day because I have several forms of arthritis. This amount of olive oil uses up the majority of the points allocated for a day. I’m sure you agree this program was not a good fit.
Regardless of your reiteration of what’s on your web site, if your system doesn’t work for someone as I’ve described, a cancellation and refund is warranted. Especially if the cancellation is within guidelines. Consider common sense based on what I’ve shared. Why does WW need to continue to charge me knowing I’m receiving zero benefit?
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Business response
10/08/2024
We are in touch with this member and working towards a resolution. If that still doesn't work for her, we will cancel the membership.
Sincerely,
Weight Watchers
Customer response
10/25/2024
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,
***** ******
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Customer Complaints Summary
389 total complaints in the last 3 years.
148 complaints closed in the last 12 months.