ComplaintsforWW

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined weight watchers in a local center in March 2023, on a discounted rate of $19 then extended that another 10 months for $25 a month. I was never advised that I would continue to be billed after that 10 month period. I never received an email either about being charged the regular monthly fee of $45. I called the headquarters to cancel but they refused to acknowledge my issue and would not credit me back that $45. I live on a fixed income (social security disability) and only joined for the discounted rate and would have never joined or authorized an extension to be billed $45 a month. The 1st representative ***** at ************ I spoke to told me I had to do it online however it would not allow me to type in my reason to cancel so I called the headquarters & was able to do it with the automated system but I wanted to speak to a real person. I spoke to ****** and she said I cannot be credited. I believe this is an unfair practice, when I was never told of the policy when joined in person.

  Business response

  09/27/2024

  We could not reach the member by phone so we sent her an email explaining the reason for the $45 charge and gave a courtesy refund.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for my account on 22 JAN 2022, on a 6 month trial offier for *****/month. I then did not like the way the food tracking worked, so I cancelled my account and did a text chat to ensure my account was cancelled following the trial. I had numerous issues even logging into the account, always had to use the website. I looked at my Creditcard statement the other day and realized since I cancelled, I have still been being charged ***** per month through today when the person i spoke with was able to cancel again. I advised her of all the issues and that I previously cancelled, but the system did not cancel. In addition the ***** representative I spoke with today was very rude and disrespectful. She stated the following:"I am old enough to be your grandmother, my daughter always told me to check my credit card statement" "If you would have checked yours you would have seen you have been being charged"First off I am retired military, I was injured overseas and have numerous medical issues. Second this is a card that I do not typically use and just make the payment on. I should have been checked it, so i could have caught it sooner. however I should not be talked down to by a representative.I would like a refund from 2023-current, the representative did refund 1 payment and 2 are pending approval. I do take some ownership on the fact that I did not check my statements. I could have just disputed with my credit card, but I wanted to approach this in the correct manner.

  Business response

  09/18/2024

  We are sorry that the member was not spoken to professionally. We have explained some things regarding his account and have resolved his concerns.

  Sincerely,

  Weight Watchers

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After being unable to use the services via glitches in the app, I called to cancel my subscription. After canceling the subscription, weight watchers continued to make a debit from my account weeks after cancellation. When I called and spoke to a resolution representative, She told me the account was canceled and that I should have received an email on August 11th. I told her I didn't have the email and could she send me something using my case number to showing that it was canceled for future reference.She stated she could not send such information. She also stated that she didn't "think" my account would be debited anymore.

  Business response

  09/13/2024

  We have spoken with this member, explained the reason for the debit and have sent her an email confirming the cancelation.

  Sincerely,

  Weight Watchers

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the 10/month app plan and was billed correctly the first month. Then when I was using the app only - you don't see the charges there- they started billing me 25 per month for the past 6 months overcharging me by 90.

  Business response

  09/06/2024

  We have spoken with this member, explained what happened with his account and resolved his concerns.

  Sincerely,

  Weight Watchers

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Weight Watchers due to their failure to issue a promised refund. Despite being informed that I would receive a refund for an incorrect charge more than five months ago, I have yet to receive the refund.I have contacted Weight Watchers numerous times, and each time I am given various excuses, such as issues with their accounting department or claims that the check has already been mailed. However, I have not received any refund.They have insisted that they need my credit card number over the phone to process the refund, despite already having my information. Additionally, they insisted on sending a check instead of simply crediting my card.It has now been five months, and I am still waiting for the $90.00 refund. This delay and the constant run-around I have experienced are unacceptable.I would appreciate your assistance in resolving this matter and ensuring that I receive my refund as promised.

  Business response

  08/22/2024

  When we spoke to this member in June, we offered a courtesy refund, and though she could have had it within one business day if done electronically, she preferred we send her a check. It was explained our checks can take several weeks. In communicating with our ******************* we learned the check was processed on July 23rd, mailed on July 29th and cashed yesterday, August 21st. 

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined weight watchers clinic thinking I could get a *** medication. I figured if my insurance wouldnt cover it than i could get the medication that ww offered for free with your membership. I signed up and my insurance declined the *** medication. I then requested the free medication and their doctors declined me from getting that. So i had no options for any medication except paying full price for the *** which is not possible for 99 percent of people including me. I contacted ww and asked to cancel my membership since they were unable to give me even the free medication they advertise. They refused to cancel my account and said i had to pay for 3 months without actually getting any services. I contacted my bank and changed my debit card number so they couldnt charge me. WW somehow found my new debit card number and charged me another $89 for **** and July. I want my money back. I didnt receive any service at all. No medication at all. No free medication like they advertise.

  Business response

  07/25/2024

  Two charges of $84.00 have been refunded, for a total refund of $168.00. This will be in the member's account in 5 to 7 business days. The third charge of $84.00 due on 8/15/24 has been stopped. (It is members' financial institutions that electronically provide a new card number. WW does not request it.)

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for weight loss program. You dont actually talk to a doctor or medical professional, it is done via messaging (their program is called Sequence). I went back and forth with them, they instantly went to prescribe me a weight loss drug, but said they need to file with my insurance company first. Was told it was denied, then asked what I want to do next. They suggested a different drug, same thing. Then they did same for 2 other drugs. I have no idea what they were doing and why I was the one having to pick which drug I wanted. I am not a doctor and questioned why this is happening this way. I requested to cancel and they said I have to pay for 3 months due to my contract. So seems this is a scam where you pay them a fee to provide you a prescription for whatever drug your insurance will cover. I was expecting a weight loss program, not another drug as I am not a medical person and do not know what drug is best for me or will not interfere with any of my other prescriptions.

  Business response

  07/25/2024

  The member joined our program and was presented with several treatment plans by the clinical team. The member selected a treatment plan out of the treatment plans suggested by their clinical team who reviewed the member's intake and medical history. The member's insurance did not provide coverage for any of the initial medications on the plans offered by the clinical team after our team took all appropriate steps to file prior authorizations in an attempt to get coverage for the medications clinically suitable to the member. The clinical team did offer a final treatment option of medication that is included in the program at no cost. The member decided against this treatment plan. The member asked to end their membership. The membership was ended by our team as requested by the member. We attempted to issue a refund to the member, however, the member disputed the charge with their financial institution which blocked our ability to issue a refund to this member. 

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/28/23 My WW membership was confirmed as cancelled.06/21/24 I received an email stating "we're having issues with your payment". 06/22/24 - I sent an email to customer service, and received a bounce back stating that email is no longer monitored. - I forwarded the message to their privacy department, and requested all my information be removed from their system.- I received a message requesting confirmation of my personal contact info to verify my account, "I am happy to process this request once we verify your account information" - WW team member - I provided the information.06/23/24 I received the following, "Your request to have your data deleted has been received. You will receive an additional email requiring you to confirm that you want your account(s) deleted. The email will contain the User Name(s) and email address(es) for your account(s). There will be a Confirm button at the bottom of the email. You must click confirm within 72 hours, and then the deletion request will begin. Please note your personal data will not be deleted unless you confirm your deletion request. If you believe this message was received in error, or you wish to modify or retract your request, please reply to this email accordingly. "06/24/24 - Due to needing a prompt response from me I requested a timeline of when to expect the confirmation email - I did not get a response to my question, but I did receive the following, "Thank you for reaching out, we apologize for the inconvenience. In checking your previous account I can confirm it is cancelled. It was canceled on Sept 28, 2023. Please ignore the incorrect email, we appreciate your patience."06/26/24 I confirmed receipt of their error notice, and followed up on the timeline to have my information removed, as my trust in the brand has disintegrated and I no longer feel my information is safe with them. As of today, there has been no response, I would simply like them to meet their commitment of removing my data.

  Business response

  07/19/2024

  We have spoken with this member, apologized for the error and have deleted all her data.

  Sincerely,
  

  Weight Watchers

  Customer response

  07/30/2024

  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

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cancelled membership they increased price I cancelled. I got charged. $43.00

  Business response

  07/17/2024

  This membership is a 10-month plan signed up for on 8/26/23 at the reduced price of $10 per month. All our memberships are subscriptions and per the terms Your account will automatically be charged the discounted monthly fee of $10.00 until the completion of your 10-Month Commitment Plan. Thereafter, you will be charged the standard monthly fee of $23.00 until you cancel. The last $10.00 charge on this account was on 5/26/24. On 6/26/24, there was a $23.00 charge. The account was canceled on the same day and is set to end on 7/25/24 stopping all further charges. As a one time courtesy we have refunded the $23.00 charge and it will be in the members account in 5 to 7 business days.

  Sincerely,

  Weight Watchers

  Customer response

  07/18/2024

  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:

  [Your Answer Here]

   I cancelled over the phone before the date. I never used service for period. You are dishonest and will refund me

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  07/24/2024

  The member called to cancel on 6/26/24, the same day of the $23 charge, though on the member's statement it may show for a day or two later. Again, that charge has been refunded.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined WW at the beginning of the year. I have been an on and off member for years and was happy with their services. I primarily tracked and entered using my computer because I'm much more comfortable typing than using one finger on my phone. They removed the feature that allowed me to track by computer in April, so I have not used the app on my phone other than to look up one or two things. They refuse to stop billing me through January 2025, despite the fact that the contract in my mind was broken when they removed my ability to track on my computer. I want them to stop billing my credit card and refund the June payment they posted. The amount is $11 per month.

  Business response

  07/12/2024

  This membership is a 12 month plan ending in December. Our terms do indicate we may modify or alter any aspect of the website at any time. As a one time courtesy we refunded the last charge and canceled the membership to end at the end today stopping all further charges.

  Sincerely

  Weight Watchers

*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. ↩