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:05/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This is a subscription-based app for postpartum recovery that I signed up for when I was pregnant. I used the app several times, but forgot about it for most of my 1-year subscription. After a year, I was automatically billed for another year without notice or receipt- it wasnt until I looked at my credit card statement that I discovered the charge and asked for a refund. The company has refused to refund this second year subscription fee, even though I have not used the app, nor do I intend to for the next 12 months. This policy is predatory, as their customers are signing up for the service for the postpartum recovery period after birth; automatically extending the charges for years does not make sense.

  Business Response

  Date: 05/03/2024

  As described to the customer and throughout our checkout process, all memberships auto-renew unless cancelled. We ask that customers acknowledge and agree to our Terms and Conditions prior to checkout. We explained our policies to the customer and I have attached the conversation. Further, this customer accepted a complimentary renewal extension offer on February 11th and was aware that the membership would renew after the free extension. I have attached a screenshot of the offer. While we do understand that this is not the outcome that the customer is seeking, we have fully and clearly defined our policies. 

  Customer Answer

  Date: 05/08/2024

  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:

  The automatic renewal option is hidden in a link, and is not obvious during the checkout process. Earlier attempts to cancel this service were replaced by an extension instead of full cancellation.

  There are multiple complaints from other mothers in the App store, on Reddit, and across the internet who have been burned by this policy, and I maintain that it is predatory. This app is intended for postpartum rehabilitation, there is no reason it should automatically renew for multiple years, especially if it is meeting customer needs.

  I'd like a full refund for the second year I was billed for, as this is an unfair business practice.
  

   

   

   

   

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

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

  Business Response

  Date: 09/17/2024

  While we disagree with the comments submitted by this customer we have issued a refund for the subscription renewal. We have made our auto-renew policy clear throughout the checkout process and include the renewal date both on the welcome email and subscription invoice. Further, it is necessary to agree to our policies prior to completing the checkout process. We periodically make special offers during cancellation. In this instance, the customer accepted a free month subscription extension that clearly indicated that the renewal payment would be charged following the free month extension. This was an offer accepted by the customer and not mandatory. Customers are able to cancel the subscription at any time. Based on our policies, the cancellation must occur prior to the subscription renewal and we do not offer full or partial refunds. We currently offer monthly, quarterly, and annual membership options and function in the manner of the majority of subscription based applications. 

  Customer Answer

  Date: 09/17/2024

  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,
  
  *************************