ComplaintsforWW

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up on April 6th, 2024 for a 3 month FREE membership. By the end of the month I realized I didn't really use it. I canceled on May 19th, 2024. July 6th, 2024 comes around and lo and behold they charged my card $23. I got ahold of them via 24/7 chat and was told "it was in your terms of cancelation that you agreed to". Um no. The box I checked said I could cancel at anytime and no fee would be collected after cancelation. Why they decided to blatantly lie and say it says something different on their end is beyond me. So here I am, making good on my promise to report them as fraud to my bank and to the BBB. After doing a bit of research it appears I'm not the only one they scam this way. How they're still in business is beyond me.

  Business response

  07/10/2024

  This is a 6-month membership with the first three months at $0 (not the same as a free trial) and the next three months at the full price of $23 per month. Many times we're excited about signing up for the program and we quickly go through the signup without giving proper attention to the terms and conditions. On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. Our cancel Terms are very clearly stated. 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.This membership is set to cancel at the end of the 6 months, on 10/6/24.

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 2nd and July 1st I was charge 10$ and I guess they are trying to charge me for the next 9 months when I signed up for a promotional price they did not make it clear that there was a commitment I cancelled my service with Weight watchers before the $10 charge on July first and the are trying to make me pay 10 a month for 10 months: it was not made clear to me that there was a commitment they are tricking people into staying with they weather they use there services or not. This is bad business practice and does not create return business. I want my money back and my account canceled asap.

  Business response

  07/10/2024

  Many times we're excited about signing up for the program and we quickly go through the signup without giving proper attention to the terms and conditions. On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. Our cancel Terms are very clearly stated. 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 member signed up with a promotional code so he had no charge on June 2nd. As a one time courtesy we have canceled this membership for the end of the prepaid month stopping all further charges.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company I worked for 5 years ago provided us with a Weight Watchers program as long as we had 12 members or more. We were unable to maintain that number and we stopped the meetings.I retired three years ago. I just realized that they have been take $24 from my Mastercard for 5 years. Even though they blocked the WW cell phone app. I have been doing some research in to this and have found that Weight Watchers does this on a regular basis and scores of people have complained about this. When I called WW they were not willing to compensate me in any way.

  Business response

  07/15/2024

  We have emailed the member explaining that this membership was signed up for at the beginning of the At Work series with a special voucher code for the app for 14 weeks free. Payment information was required upon signup as per our Terms and Conditions agreed to, if not canceled after the 14 weeks, the account then goes on to charge $19.95 monthly. We have no prior record of cancelation until recently and have offered a courtesy refund.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a three month $15.00 per month subscription to Weight Watchers that I never used. I believed I cancelled it but they have contuined to remove $24.44 monthly from my Pay Pal account, Im 80 years old on a fixed income.

  Business response

  07/03/2024

  We could not reach the member by phone but have taken care of her concerns. She canceled one day after the charge for the 4th month, so as courtesy we refunded her.

   

  Sincerely,

  Weight Watchers

  Customer response

  07/03/2024

  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]

   

   

   

   

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

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

  Business response

  07/12/2024

  What the member is seeing for July 2nd is the original refund. The additional charges have been located on a separate account which has now been canceled and refunded. She will see the refund in her account in 5 to 7 business days at the most.

  Sincerely,

  Weight Watchers

  Customer response

  07/17/2024

  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

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up to what I thought was 3 months free and an optional $9.99 monthly cost after the trial was over however my bank account has been charged 25 dollars and WW will not allow me to cancel until September of 2024. I do not use this app nor am I willing to pay for a service that I'm positive they can see that I have not accessed in over 2 months please assist thank you.

  Business response

  07/01/2024

  We have emailed this member explaining the details of her membership and have resolved her concerns.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/29/24 I paid $49 for a consultation with a WW Clinician. I was asked about my current weight and other weight related issues and if I had diabetes, which I do not. She said I was eligible for the **** meds and that the concierge would work with my insurance to get approved. I told her which meds my insurance covered but the concierge stopped at the first 3 meds on their list. I explained again that those meds are not covered by my insurance and she suggested I take the metformin. I said ok and received the meds however, they didn't make me feel right and didn't take them after day 2. I cancelled my membership within their time frame for a refund, however, they keep trying to charge me $89 per month. I should have received a $49 refund but am willing to let them keep that for the clinician visit. I was also given a visit to get my bloodwork done but the clinician told me I didn't need to do that and I did not. I do not think it fair for me to have to continue to be charged for a membership that I cancelled within the time frame and do not use.

  Business response

  07/03/2024

  We could not reach the member by phone so we sent her an email explaining how we took care of her concerns.

   

  Sincerely,

  Weight Watchers

  Customer response

  07/12/2024

  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:

  My credit card is still trying to be charged. Last try from WW was on 7/4/24 - I received an email on 7/3/24 that this wouldn't happen. I was asked to be patient as I may see 1 or 2 more attempts but do not wish to close this complaint until the charge attempts on my credit card cease.

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

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

  Business response

  07/16/2024

  All billing attempts have stopped.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I joined what I thought was a 3 month free trial with this company. I quickly realized I did not use the product and called for a cancellation since they had my banking information. They refused to cancel until September of 2024 and are charging me $45 a month for a service I dont use. Furthermore when I tried the 3 month trial it was stated that the fee would be $9.99 after the 3 months but $45 is what I am being charged. It is incredibly bad business practice to essentially steal my money for something that I may have missed in the fine print about the cancellation process, and insane to charge someone $45 a month for a service that they have a paper trail to see that I have not accessed. I want my money refunded and my account cancelled. I should not be obligated to pay anything for something I dont use. Please assist.

  Business response

  06/27/2024

  On our website, one must specifically select the plan one wants. The longer the duration selected, the more reduced the price is. This membership was signed up for on 3/15/24 and is a 6-month commitment plan with the first three months at $0 (not the same as a free trial) and the remaining three months at full price. 
  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.
  During the sign up, it appears the member accepted an upgrade from Core to Premium, which explains the $45 monthly fee. The membership is currently Inactive and will have no further charges.
  
  

  Sincerely,

  Weight Watchers

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The program involved paying $45 for a doctor ********** session, then 80 dollars for the next four months, not including medicine costs. This is a weight loss program involving the newest medications used for weight loss. After signing up, I consulted with my doctor who advised against this program since I have depression, I have had it for most of my life, and he felt like many of these medicines may make my depression worse. After hearing this information I attempted to cancel the membership, willing to give up the initial fee. I was told that my contract could not be cancelled and that I would be charged every month for 4 months. I attempted to cancel online, and they do offer cancellation, once you pay for the 4 months of fees. They have continuously sent me aggressive emails to adhere to their program even though I want nothing to do with it. They are also taking advantage of the name Weight Watchers, figuring that many won't complain out of embarrassment for being overweight. I don't have $400 to give away. Also, please visit their website as you will find they make it nearly impossible to contact anyone to complain or even ask questions.

  Business response

  06/20/2024

  We could not reach this member by phone and regret his negative experience. His account has been canceled and refunded (he will see this in 5 to 7 business days). We trust this resolves his concerns.

   

  Sincerely,

  Weight Watchers

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called in early December to cancel my service and sign up for a new plan. I then found out I was pregnant and called back just over a week later. The rep I spoke with said that my account would stay active so I would have access to recipes, etc for the next 12 months, entire pregnancy and 3 months postpartum without being billed, and after that my membership and payments would resume. I just checked my credit card statement and I have been charged every month from December-June despite calling in June to cancel. I did not monitor my billing looking for weight watchers to be charging me because I was told it would stop. Today I called when I realized this and I was told that one month would be refunded and thats it because they could not find a note on my account. I requested that they listen to the recorded calls since all calls are recorded and find the call in which I informed weight watchers that I am pregnant and canceling. Instead of doing that I was told I needed to find an email saying I canceled or there is nothing that can be done. I have been a member for YEARS, I did what I was supposed to and called to cancel or pause my account, and instead of doing that Ive been charged monthly and your customer service is refusing to resolve the billing issue they caused stating I should have monitored my billing, but why should I have to ensure a company is not wrongfully charging me, you should ensure your billing is done correctly and your reps are updating accounts as necessary.

  Business response

  06/26/2024

  We have spoken with this member, apologized for her negative experience and resolved her concerns.

  Sincerely,

  Weight Watchers

  Customer response

  06/27/2024

  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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weight Watcher Clinic is a stand-alone App and Sequence Website. I canceled my Membership on or about April 20th. They attempted to charge my credit card and I am guessing continuing to do so. I messaged Sequence that I am not a member according to Weight Watchers. I called Weight Watchers, they stated I am not a member but would cancel my membership. I told them I did not want to be charged for canceled services. Weight Watchers is the only human I could speak to, they stated I had to take this up with Squence, and they would cancel my membership. How do you cancel a member who is not a member, and then I have to follow up with the same company?I explained when I canceled last month I went through this questionnaire that asked why I was canceling... I was not able to resolve Weight Watcher Clinic with one end pointing at the other.

  Business response

  06/17/2024

  The member's April payment was refunded on 5/14/24 and there was no payment collected in May. No further attempts have been or will be made. We trust this resolves the member's concerns.

   

  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. ↩