Weight Watchers International, Inc.

Review: I attempted to sign up for a weight watchers online subscription on January ** 2014. This was the last day they were running a promotion for no registration fee. The charge was supposed to be $18.95. I completed the registration process and imputed my payment method. After I completed the process I was taken to a page that stated that there was a technical issue with the website but that my subscription may have gone through. The page instructed me to to attempt to log in with my created user name and password. The system did allow me to sign on but only as a registered user not a paid user. I attempted to sign up again and once again was taken to the same page. I immediately checked my paypal account and their were 2 pending payments to weight watcher int. I emailed customer service and was told to clear my internet browser and cache and that would solve the problem. That did not work so I emailed them again. I was told the card had been declined. I emailed them back and included the screen shots of my paypal account showing both charges. I was then told that their had been an error between the billing dept and the database but it was resolved and I should be able to use my member tools. Again I tried and it did not work. I emailed customer service again and was told to call customer service to resolve the problem. I called customer service and was told that I had not paid for the subscription once again I explained the problem and I told the agent I had no problem trying to register again but the promotion was no longer active and it was now over fifty dollars and I should not have to pay that amount when the technical error on the website prevented me from getting the advertised promotion price. I was told that they have no way opt honoring the promotion and that their had been an error with multiple transactions that day and I was not the only one and that the only thing they could do was email corporate with my complain!!Desired Settlement: I would like Weight Watchers to honor the promotion price of $18.95!

Business

Response:

Thank you for contacting Weight Watchers.

We can not get a promotional online subsription price back after the expiration date.

However, currently the registration fee is waved for the following 3 month offer. [redacted]

Be sure to use your previous User Name and Password saving any prior used information.

Feel free to contact us @ ###-###-#### for any questions.

Weight Watchers Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I signed up during a promotional period and due to a technical issue with the website that was confirmed by a customer service agent my order did not get processed. I should not have to sign up for 3 months because of a problem on Weight Watchers end!

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

Sincerely,

Business

Response:

There is not away to sign up without the registration fee.

Therefore, if you would like to sign up for the one month and pay registration, we can issue a refund to your account for the registration fee.

Weight Watchers Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Issue: My wife attended Weight Watchers meetings for three months, February through April 2011. I just discovered that Weight Watchers International had continued to charge $39.95/month to my wife’s credit card through July 2013 collecting $1078.65 more than she owed them. They have agreed to only refund three months ($119.85), still owing us $958.80.

History: My wife thought at the time (April 2011) that the signing in at the meetings caused the billing to occur and the billing would stop when she stopped signing in. She said they explained how to join but she doesn’t remember anyone telling her how to quit. Unfortunately, I pay the credit card bills and did not notice this monthly charge until I was paying the August 2013 credit card bill. Our credit card bills run several pages and I usually just skim them looking at larger charges. I then looked at old bills and saw that it was monthly back to when she actually attended meeting. Weight Watchers was sending her member info all this time but she tossed them without opening assuming they were adds to rejoin.

Attempt at resolution: Discovering the error I called the Weight Watchers 800 number that appeared on the credit card transaction. After explaining the situation and the fact we are living on our retirement pensions, I was told their policy is a maximum of a three month refund. I asked to speak to a supervisor who said they would relay the issue to the corporate office and I would hear back in a few working days. They called us back in about 10 days and said corporate will not grant an exception to their policy of only a maximum of three months refund.

Summary: This experience reminded me of some of the “charity” frauds in the news where once they get you credit card number they keep charging small amounts hoping you will not notice. (Written by the Customers husband)Desired Settlement: Refund the remaining $958.80 of charges collected after my wife quit attending meetings.

Business

Response:

We are not authorized to access or monitor individual accounts in order to determine non-usage. Additionally, we do not monitor meeting attendance and have no way of knowing whether or not a member had been attending meetings.

Review: I signed up for WW on-line in April 2015 with automatic monthly credit card billing after the first 3 months (billed in one transaction). I lost the ability to log into my account around July or August 2015. I would put it in my e-mail address and password and it would loop me in an endless cycle of going to the WW homepage with no option to reset password, etc., no matter how many times that I tried. Since I could not log in on-line, I didn't have the option to cancel on-line. When I was billed on 8/**/15 for $19.95, I put in a dispute with my [redacted] Visa and [redacted] gave me a credit for $19.95 on 8/**/15. Notwithstanding the same, WW bill me yet again on 9/**/15. I then called WW to cancel my account once and for all. I asked the customer service representative to send me a confirmation e-mail. She said she could not send one, that she could only give me a confirmation number. I told her I did not have a pen or paper on me, and that I was calling on my cell phone on my lunch break. I questioned her on why she couldn't send me an e-mail confirming that I cancelled? I was especially concerned because WW billed me yet again even after a chargeback from August 2015. The representative said she would send an e-mail. I asked her to read the e-mail account address that I had attached to the account. She correctly recited and spelled out my e-mail address. Notwithstanding the same, I never received any confirmation cancelling my account.Desired Settlement: The WW on-line webpage is sub-standard. There's no excuse why I cannot log into my own account and the programming is so sub-standard, there is no way to troubleshoot it on-line. Also, to NOT offer an e-mail confirmation for cancelling an account is just ludicrous. Also, to represent that an e-mail would be sent and then one is not is just unacceptable. And for a business to have a chargeback and still bill the following month is just evidence on a sub-standard finance department.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We've received the member's complaint in regards to login ability, cancellation and email confirmation.The Weight Watchers Terms & Conditions provide all members with information on how to receive assistance for any online usage. If a member is unable to login to their account, we have communication resources via email, chat and phone. We received communication from the member to cancel account on 9/**/15 via phone. Customer Service Representatives do not have the ability to email confirmation numbers but if a member request, the Representative is required to submit to Supervisor to be sent to member. For this we apologize and handled as a coaching.As a courtesy, we issued a refund for $19.95 of which the member will see within 3 to 5 business days. Please let us know if you need further assistance.Sincerely,[redacted]Corporate Affairs

Review: In May, I joined Weight Watchers online. A few days after that I went on the website, and ordered their "tools", (kit) for helping me loose weight. A couple of weeks later, I found a different route to loose weight and cancelled my membership, and called to cancel my order I made online. The lady told me that all I had to do is "refuse" the order from [redacted] So I did. I watched the driver scanned the box and take it with him. I even called and emailed them telling them I refused the order and it's on it's way back. Well, they took a while to respond, and gave me a RMA #. There is no RMA number when I refuse the order! I still haven't received any confirmation, or refund for the return. I think they are seriously playing dumb, and won't credit my account! Please don't let them get away with this! Horrible customer service. I was just doing what the lady told me from Weight Watchers over the phone!Desired Settlement: I would like my money back PLEASE!

Business

Response:

Weight Watchers values our members and take pride in making sure our product and services meet their expectations.Our records indicate multiple refunds have been issued on behalf of [redacted] for products returned. A refund of $56.07 was applied on June [redacted] and a refund issued for $29.55 on 6/**/15 of which the member will see within 3 to 5 business days.We apologize for any inconvenience and please let us know if we may be of further assistance.Sincerely,[redacted]

Review: I cancelled my Weight Watchers account over a month ago, and they have still charged my [redacted] account. Their website told me it had been cancelled but I continue to be billed. I want my money back. I've cancelled again, today, and I'd better not be charged again. I've read many complaints online where they are still taking money when the customer has cancelled. This is fraud!Desired Settlement: I want my full refund, and an apology for stealing my money.

Business

Response:

By subscribing to Monthly Pass, thecustomer agreed to and accepted the terms of our Subscription Agreement. Section three of our Subscription Agreementclearly sets forth the payment and billing terms. Our subscription process isthe same as many other online subscription processes, which automaticallyrenews the account and bills the credit card on file unless you cancel. Additionally, there is a billingmessage on the page where customers select their permanent user name, passwordand security hint question which reads: "PLEASE NOTE: Your Monthly Passwill automatically renew each month until you cancel. Your credit card will becharged up to 15 days prior to your renewal date at the standard monthly rate(currently $42.95; plus tax for [redacted]) to ensure you receive your newMonthly Pass card on time." [redacted] cancelled via Weight Watchers web site October **, 2014 and had already been billed October **, 2014.However, while it is not our policy,customer service is very important to us and we a credit was issued December *, 2014.[redacted] should see this credit on her next credit card statement. For more information regarding our policies visit the web pages below. Monthly Pass Subscription Agreement[redacted] Cancellation policy[redacted]Sincerely,[redacted]Weight Watchers International, Inc.

Review: On October [redacted], 2013, I signed up for a three month pre-paid membership to Weight Watchers Online for $56.85. A key component of the program is access to an application for checking ca[redacted]es and tracking food intake. The following is from my Welcome email and was number one in a list called Making Tracking Easier

"Download our Mobile App* and track anywhere, anytime. (It's included with your subscription!) Available on the App Store Available in Android Market"

Upon receiving my membership information I tried unsuccessfully to download the app on my Google Nexus tablet. I got the message that the application was incompatible with my [android] device. I unsuccessfully attempted to download the application several times over the next few days, each time getting the message that the application was incompatible with my device. Finally, I gave up and cancelled my account on October [redacted]. I contacted Weight Watchers and explained that I was cancelling my membership because I was unable to use the application, a key component of the online program, and asked for a refund, minus the October fee of $7.95. This is the response I received:

Thank you for contacting WeightWatchers.com. The cancellation policy for Weight Watchers­­­ Online® is as follows:

If you cancel your Weight Watchers Online account, you will not be refunded your sign-up fee. As stated in the Subscription Agreement, which you agreed to prior to signing up for Weight Watchers Online, the sign-up fee is non-refundable. In addition your account will expire at the end of the month in which you cancel and you will be charged for that month. If you subscribed to a three-month prepaid plan, your monthly fees will be pro-rated at the non-discounted price. If you are eligible for a refund, it will be calculated according to our cancellation policy and you will see this credit on your next credit card statement. "

I was given a refund of $7.95. I did not request a full refund, but I feel that this amount is far less than I should have been offered. I feel that I was charged nearly $50 for a service that I had no access to through no fault of my own. Weight Watcher's cancellation policy should be void if they fail to provide the service that they promise in their contract.Desired Settlement: I would like to receive a minimum of a $25 refund in addition to the $7.95 all ready refunded.

Business

Response:

Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations.

The account was cancelled by the subscriber and this is an auto generated response and refund.

We evaluate eligibility for refunds on the basis of when the e-mail, fax or letter requesting cancellation was sent. Due to these terms, and customer service is important to us, we have issued the full refund amount. This usually takes 3-5 business days to reflect from today's date of 3/**/2014.

Weight Watchers Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I signed up for a year of Weight Watchers in January 2013. I paid for the year in full using my credit card. On January **, 2014, I noticed a charge of $18.95 on my credit card to Weight Watchers. I first emailed Weight Watchers to see if I could receive a full refund due to me not knowing that I was going to be charged this fee. In the email they stated to me that in the terms and conditions, Weight Watchers states that after your trial runs out, they will continue to charge your card until you cancel your membership. I then called Weight Watchers to complain again, and to speak to someone. The woman on the phone did apologize, she did say that she did not think it was fair that the company that she works for does this, but there is nothing that she could do. I cannot believe that Weight Watchers does not send out an email or letter in the mail stating that your service for the year or your month of service is about to end, and that if you don't cancel that you will be charged a fee. This in my opinion is a scam, because they have already taken out the money before you know what is going on, and they then refuse to give a refund. It is January **I have not used this service at all for this month, and I feel as though I should be issued a refund.Desired Settlement: I think that I should be refunded the full $18.95 charge, because I did not realize that they would continue my account until I actually cancelled it.

Also, I believe that this should be the FIRST statement in your terms and conditions, AND that Weight Watchers should send out an email to all of their clients stating they will be charged.

Business

Response:

Weight

Watchers values our customers and takes pride in making sure our products meet

and exceed their expectations. We have made efforts to ensure our customers

understand our products and what they are purchasing. In the customer’s case,

we took several steps to inform her that her subscription would automatically

renew unless she cancelled.

On step one

of the sign-up process she entered her information on the payment plan and

health profile page. On that very same page, there is a paragraph located

directly under the payment plan options that explains your account will be renewed

automatically until you cancel. Clicking the link below will take you to this

page.

On step

three of the sign-up process she was asked to read and accept the subscription

agreement. The message reads, “By checking this box, you acknowledge that you

have read and agree to be bound by our Subscription Agreement”. The

Subscription Agreement, which she agreed to before gaining access to the

subscriber tools, clearly sets forth our automatic renewal policy.

By clicking

on the link below, you may refer to our subscription agreement for additional

inquiries you may have regarding our automatic billing policy.

In addition,

when her subscription was processed successfully, she was brought to a welcome

page. Customers are asked to print this page so that they can keep a copy for

their records. It is their online receipt.

The

individual subscriber is responsible for the terms of their subscription

including the price plan under which they are billed and for cancelling their

account before it is automatically re-billed.

We evaluate

eligibility for refunds on the basis of when the e-mail, fax, or letter

requesting cancellation was sent. Due to these terms, the customer is not

eligible to receive a refund. However because customer service is important to

us, we have issued a full refund of $18.95 which usually takes 3-5 business

days to reflect from today’s date of 1/**/2014.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Review: I feel Weight Watcher's e-tools is a scam. I would love it if you would investigate. They don't start charging for it until 2 months after you go online to use it and there is no receipt or notification that a charge is taking place or asking if you want to continue. My story: Recently my credit card statement revealed that I had been charged almost $200 after using e-tools for about 3 minutes over 15 months ago. I had been informed that it would be free if I was at my goal weight. I was surprised when I logged on and was asked for credit card info. I asked about this at the next WW meeting and was again told that it was free if I maintained my goal weight. I was on the site for only a few minutes and determined that it was something I did not need. I checked my bill the following month to make sure that I was not charged. I was not. That was 15 months ago. My husband pays the bills so I did not know that WW began charging me 2 months after I logged on. For more that a year, they charged $14.95 a month for something I did not use or want. I called about it and was told that in order to resolve the issue, I needed to send a copy of my weight record for those 15 months. I did so. I was then informed that I would receive 3 months credit. After many phone calls ([redacted] at ###-###-#### and [redacted] Area Manager at ###-###-####) I was told that they were "generous." Their reasoning was that the charges would be enforced because I was billed at the same time every month. This makes no sense to me. When I complained about the refusal to refund my money, [redacted] said that I should have called to cancel. If I had realized I was being charged, I would have. The issue is: it should be obvious when you are buying something. With e-tools, the way the charges were initiated was not obvious. The fact that they wait 2 months before initiating charges is deceptive and the fact that they don't send a receipt or notification that a charge is taking place or ask if I want to continue is problematic. [redacted] said I should have received an e-mail. I did not. Legally, they are safe. The voucher they gave me had info on canceling but no info or warning was given by the personnel at WW when I asked about it. This has happened to other people so I hope you will check it out. It's a rip-off! Thank you.Desired Settlement: Refund of $150 and a change in the way they bill for e-tools.

Business

Response:

Lifetime Membership is a valuable privilege you receive after completing your weight loss journey as a Weight Watchers Meetings member. Lifetime membership is only for Meetings members.

As a Lifetime Member, we encourage you to attend Weight Watchers Meetings -- at no charge and - as long as you are no more than 2 pounds above your weight goal -- in your local area and anywhere in the world.

As a Lifetime Member who is attending Weight Watchers Meetings, you qualify for Weight Watchers eTools. Only members currently attending Weight Watchers Meetings may subscribe to Weight Watchers eTools. You can get a new Lifetime Member Free eTools Voucher from the Receptionist at any Weight Watchers meeting once per calendar month, provided you weighed in during the previous calendar month and your continue to be within two pounds of your weight goal. You are entitled to one voucher per calendar month.

At the end of your 8 free weeks of eTools, your account will be automatically billed the standard monthly rate currently $14.95) at the end of your 8 free weeks of eTools unless you either:

1. Enter a new access code from a Lifetime Member Free eTools Voucher before your current free weeks expire.

2. Cancel your eTools account before your current free weeks expire.

*This information is also reiterated on the front of the Lifetime voucher you used to sign up on 4/**/2012 for the free 8 weeks. Also, you were prompted to enter your credit/debit card information to complete the sign up process.

We cancelled the account as the member requested on 7/**/2013 and issued a courtesy refund of 3 months charges. The total refund amount issued was $44.85. There will be no more refunds issued on this account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They did nothing.

[Your Answer Here]

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

Sincerely,

Business

Response:

The Terms & Conditions were signed and agreed upon by the member, where it clearly states if the account is not cancelled or an additional Free Lifetime Voucher code is not entered, the account will bill at $14.95 until the account is cancelled. Again, there will be no more refunds issued to the member as a courtesy refund of 3 months has already been issued.

Review: I am a lifetime member of WW and have been with them for over 10 years. I was led to believe that I could have FREE etools access and not be charged so I signed up. I stopped using the site after my free 8 weeks period was up but the company began charging my card. . The company has been charging me for over a year!!! Even charged duplicate for a few months because there was a duplicate account. They told me they were only able to refund the duplicate amount but the charges that they have charged me for over a year still stand! I have been completely ripped off by this service and will never return to them again. I went online to see others complaints and it seems like senior citizens are also being scammed like this. What an awful thing. I am surprised the Revdex.com has such a high rating for them.Desired Settlement: I would like to be reimbursed my payments from June of 2012 till present. ($209.30).

Business

Response:

Weight Watchers values our customers and takes pride in making sure our products meet and exceed their expectations. We have made efforts to ensure our customers understand our products and what they are purchasing. In this customer’s case, we took several steps to inform her that her subscription would automatically renew unless a new voucher code is entered or account is cancelled.

Step one of the sign-up process she entered her information on the payment plan and health profile page. On that very same page, there is a paragraph located directly under the payment plan options that explains your account will be renewed automatically until you cancel. Clicking the link below will take you to this page.

Step Three is the accepting the subscription agreement. The message reads, “By checking this box, you acknowledge that you have read and agree to be bound by our Subscription Agreement”. The Subscription Agreement, which she agreed to before gaining access to the subscriber tools, clearly sets forth our automatic renewal policy.

The individual subscriber is responsible for the terms of their subscription including the price plan under which they are billed and for canceling their account before it is automatically re-billed.

We evaluate eligibility for refunds on the basis of when the email, fax, or letter requesting cancellation was sent. Due to these terms, the customer is not eligible to receive a refund.

However, while it is not our policy, customer service is very important to us and we have been authorized to credit her account for six months. The total of credit is $89.70 to which a credit has been applied of $14.95. We have issued an additional credit $74.75. In addition, a credit of $29.90 has already been issued 8/**/2013 for the duplicate account. In total, the member is receiving $119.60.

Feel free to contact us with any further questions.

Weight Watchers Customer Care

Review: Upon signing up for the services of Weight Watchers I chose the three month membership. My credit card was charged for a six month membership at the value of $114.95. After a number of failed attempts to get through to their customer service department via the number they provide I sent an email to get the fraudulent charge reversed. I was able to get through to someone who rectified the situation by refunding me half the value of the six month membership ($56.59) therefore leaving me with a balance of $58.36 (the cost of the three month). In addition, the email went on to say, "...since customer satisfaction is our number one priority and we value you as our member, we have processed a refund on your account for C$56.59 and we also applied a three months time credit to extend your billing date." After my three months was up I never thought to cancel because I was under the impression based on the above statement that I would not be charged for additional three months. This was not the case and my card was charged again. After contacting them and speaking with them via email, phone and online chat they advised me that they would not refund me nor would they honour what was promised. Now I have no recourse with this company they refuse to refund the latest charge even though I no longer wish to EVER do business with them again.Desired Settlement: I would like the latest charge to my credit card refunded as I based my lack of cancellation on the promises made by their employees. If I would have known that they were going to renege on their written promise I would have cancelled long before the charge was made.

Consumer

Response:

At this time, I have not been contacted by Weight Watchers International, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I want to cancel my subscription. I cancelled online via the weight watchers website on December [redacted]. When I didn''t get any kind of response, I cancelled online via the website again on December [redacted]. When I still got no response I called Weight Watchers 800# on December [redacted], at about 9:47 am and spoke to Shayla. I requested my account be cancelled and the $19.95 charged to my [redacted] card be reversed, since I had cancelled on the [redacted] and the [redacted]. I was assured my account was cancelled and the $19.95 would be reversed. Today, Dcember [redacted], my [redacted] still shows the charge. I still have not

received any kind of confirmation number or email.Desired Settlement: Refund

Business

Response:

We received the member's complaint. Upon member contact, the refund of $19.95 was issued due to cancellation. The communication to all members is, the refund takes 3 to 5 business days to be applied back on card. This is based on each individuals Financial Institution.Please let us know if you have further questions. Have a great day! Sincerely,Florence G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Weight watchers active link return/refund problem

Customer: [redacted]/ California

This letter is in regards to a purchase I made through WW online store. I have had no resolution or help for this issue and have called many times to see where my refund is. Here is my call history.

1. 12/**- bought active link on WW online for $49.90

2. 12/** Got information that Active Link had additional monthly fees, and I would have to keep my membership to use. I decided when it came, that I would return it right away. In the meantime I bought a “FIT-BIT”.

3. 12/**- had arranged for [redacted] hold package on will-call, but they said the tracking number was wrong and I need to call WW for a new one.

4. 12/**- Went to [redacted] in San Luis Obispo to pick up and re-send “Active Link” back to WW.

1. Prior to opening the box for return info, I called WW to ask how to return this purchase I didn’t want. I was told by a customer service rep to open the “Shipping box” for complete return info, but there was no info in Shipping box. I was told to not open Active link box, which I didn’t. I was told to send the “Active Link” back to the same address that was one the box. Which was the warehouse in [redacted].

5. Sent the box from via [redacted] on 12/** with confirmation of deliver and tracking.. I was told I would be reimbursed for shipping as well.

6. I waited about 1 week to check if the Active Link had made it, and found that it arrived at [redacted] warehouse on 12/**

7. I waited 2 weeks for the refund, and saw that I had not received it yet. So I made a call to the WW Customer service #. I waited 45 minutes to talk to an agent. I was told to call [redacted] for the refund. I called [redacted] and was told they do not handle returns, only technical questions. That was no help to me.

8. I proceeded to call back WW customer service to talk with an agent, and waited another 20 minutes to speak with someone. I asked for a [redacted] to help me, and why there was not a separate phone number for the WW online store? I waited to a [redacted] for 30 minutes, until I asked to be called back. I never got a call back

9. A few days later, very [redacted]et and concerned, I made another attempt to call. BTW… they all said they were taking notes, and so those notes should be on my account. I had to cancel my etools, as I am pregnant, so the stress of not having my refund was not and is still not good for me.

10. I called headquarters and they suggested I write to the Revdex.com,instead of helping me. So here I am hoping to get my refund back for the Active Link I bought, never used, sent back and have not had any help in getting my money back for it.

I cannot add proof of purchase or tracking details as the Revdex.com does not allow these numbers and asks me to amend my submission.Desired Settlement: I would like my refund for Active Link, refund for my [redacted] shipping $4.63, and a apology from WW for the time it took to get a simple refund for a product I returned to them in tact. This service is unacceptable, and I will not order from WW online again, or maybe never re-join after this experience. I want a call back to explain why this happened, and why there is not a separate customer service number for members when they order from WW online and have shipping/refund problems.

Business

Response:

Thank you for contacting Weight Watchers.We apologize for any inconvenience this issue has caused. A refund has been issued 2/**/15. You should see $42.95 back to your credit card in the next 3 - 5 business days.Feel free to contact us with any further questions.[redacted]Weight Watchers International

Review: I have not attended WW meetings in well over a year and yet WW continued to charge my credit card on a monthly basis. I am out of pocket over $600.00. I believe this is totally unethical and a deceptive ploy to continue to glean profit for services that the customer is no longer using by luring them in to get a reduced rate for recurring billing and when they stop coming to continue to bill them for services. There should be a suspension built into to their billing system. Such as, if a customer hasn't used the services (at least checked in and weighed), then after two months of dormancy billing on the account is suspended until the customer reactivates. This seems to me a fair and a good way to do business. Otherwise, it is plain stealing. When I went to the center to instruct them to stop billing me, I was told I had to call their main number as they don't handle this. Yet, when I joined they were able to handle setting my account up. Funny how it is sooo difficult to stop these recurring billings. It seems purposeful to me -- the poor customer who is made to suffer. When I called to get this canceled they offered me nothing in return for their continuous billing of my credit card for services I didn't use. 6Desired Settlement: I'd like to be refunded to these excessive billings.

Business

Response:

Your Monthly Pass subscription has been canceled. You will have full access to the interactive tools, tips and recipes as well as access to unlimited meetings with your Monthly Pass card until 07/**/14.

However, our records indicate that you have already been billed for your next subscription month. We have issued you a credit, which you should see on your next credit card statement. You will be receiving a new Monthly Pass card via postal mail. Please destroy it.

By subscribing to Monthly Pass, you agreed to and accepted the terms of our Subscription Agreement. Section three of our Subscription Agreement clearly sets forth the payment and billing terms. Our subscription process is the same as many other online subscription processes, which automatically renew your account and bill your credit card unless you cancel.

Additionally, there is a billing message on the page where you select your payment plan during sign up which reads:

"PLEASE NOTE: Your Monthly Pass will automatically renew each month until you cancel. Your credit card will be charged up to 15 days prior to your renewal date at the standard monthly rate (currently $42.95 plus tax for Connecticut) to ensure you receive your new Monthly Pass card on time."

Pursuant to the terms of our Subscription Agreement, we are unable to refund fees paid for months with billing dates that have come and gone.

For more information regarding our policies visit the web pages below.

Monthly Pass Subscription Agreement

Cancellation policy

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Just because other subscription services operate this way, by deceit, it is no excuse for you to operate in the same manner. It is still stealing. You sign people up and hope to continue to get their money without monitoring their activity. Your ethical standards should be higher than the rest. Don't you think?

Would you like for me to pass out flyers and put them on vehicles near your stores? It would make your customers think twice about who they may be doing business with. I want a refund for over billed and unused services as I requested.

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

Sincerely,

Business

Response:

The terms and conditions of the subscription agreement were agreed to at the time of purchase of the Monthly Pass subscription. A credit will not be issued.

WeightWatchers International

Review: I joined Weight Watchers a month ago and gave them my bank card information to pay for joining. I told them I did NOT want automatic monthly payments and told them they did not have my permission to use my bank card information or access my bank account again. I told them I would be making my monthly payments in cash, at the meeting.A month later, Weight Watchers used my bank card information AGAIN, WITHOUT MY PERMISSION, to withdraw money from my bank account, putting my account in a state of overdraft and causing me to have to pay overdraft fees.I contacted Weight Watchers. They cancelled my membership, told me they would mail me a code and an address where to sent it and in a month, I could quality for a 'REFUND'.This is not about returning something. This is about Weight Watchers illegally using my bank card information to take money from my account. I told them I wanted this fixed immediately and they would not.Weight Watchers used my bank card information WITHOUT my permission and took money out of my bank WITHOUT my permission. In my experience, Weight Watchers cannot be trusted with bank information. They will use it without permission. I will NEVER trust this organization again. BUYER BEWARE!Desired Settlement: I want Weight Watchers to return the money they took, without my permission, and cover the over draft fees they caused to my bank account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I do not wish to continue with this complaint. I will wait for their refund.

Sincerely,

Review: I attempted to re-activate my previous account on a month to month basis. The online advertising stated that my sign up fee of $18.95 would be waived and I would be charged $18.95 a month. The charge for that day (12.**.2013) was to be $18.95. When I pressed "send" on my billing information, I received an error message. I then found that my bank had received a hold of $53.85 from Weight Watchers, but my account had not been reactivated and in fact I did not have any active account information to even cancel the charge. Over the last two days I have spoken with several phone representatives who had no information for me concerning how this happened in the first place, and their only consolation was to advise that the Hold "most likely" will fall off in a few days. Per my bank, that "few days" will be 12.**.13, a full 8 days after I attempted the transaction.Desired Settlement: I would like my billing to be corrected, and I would like an actual explanantion for why this happened.

Business

Response:

We are sorry to hear about this issue with your account. We've followed up with

our credit card processing company to find out what happened.

Here's

what they tell us...

When you attempt to charge something, the first

step in the charge process is a call to your bank or credit card company to see

if you have enough money in your account. When the bank or credit card company

gets this request for information, it assumes that a bill will follow and sets

aside the money. An authorization is sent telling the vendor that it is okay to

send along a bill.

Usually a bill immediately follows, the money is sent

to the vendor and the transaction is completed, but sometimes the transaction is

not completed. For example, if seconds later in the verification process the

computer discovers a discrepancy between the billing address on the card and the

one you input, it stops the order process and never follows up with a bill to

your bank or credit card company.

The money is still sitting aside at

your bank or credit card company, since the bank still thinks a bill is

forthcoming. Typically, the bank or credit card company keeps that money on hold

2-3 days before returning it to your account.

In checking our records,

we've found that we did send an authorization request to your bank/credit card

company, but a bill never followed. The bank/credit card company should be

returning this money to your account shortly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Hello. This is the exact response, verbatim, that was sent to me when I contacted the company directly (I did not run to the Revdex.com first like I was tattling, but rather tried to speak with Weight Watchers before taking further action). While it explains that there WAS a malfunction, it doesn't make up for the fact that my money was held for 8 days prior to and around Christmas, that none of the employees I spoke with on the phone could offer a reason, that my concerns were ignored and a phone agent actually tried to UPSELL me on the service that was holding my money ransom, and that the offending company offered nothing more than a weak apology WEEKS after the fact when I was attempting to become a return customer. I absolutely plan to let everyone I can know about this breakdown in service and care for Weight Watchers customers. Please also know that this "apology" from Weight Watchers reads as more of a calling out, intimating that the funds weren't taken because the funds weren't available from my account. This is not the case (although the funds were held hostage by Weight Watchers for 8 days from 12/**/13 to 1/*/14). Additionally, please remember that I had authorized a draft of $18.95 and the billing system attempted a transaction THREE TIMES that amount. In conclusion, thank you for absolutely nothing, Weight Watchers. Thank you for thinking that I am stupid enough to not realize you were spitting the same garbage excuse at me as before, and thank you even more for not taking responsibility for the inconvenience your billing system caused. Have a great day!

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

Sincerely,

Review: I had subscribed to Weight Watchers online with recurring billing if the customer does not cancel prior to the subscription expiration. My subscription was to expire on February **, 2016. I used my Ipad to cancel my subscription on February [redacted] so that I would not incur another month's charge of $19.95. I tried to cancel it several times and was unsure if it canceled because it said that I would receive an email confirming cancellation but did not. I then tried to cancel it using my desktop computer thinking the Ipad was the problem. I tried several times getting the same message that I would receive an cancellation confirmation. The wording the their website made it sound like I would not receive it immediately. I realized a few day later that I did not receive a cancellation email and and sure enough they charged my credit card another $19.95. I request a refund to my credit card of $19.95. I am suspicious that WW does this on purpose as they make other functions difficult to find on their site. Once I realized that I was charged the $19.95 for another month I went in and canceled the subscription. I was told I could not receive a refund because of the subscription agreement.Desired Settlement: Refund my credit card the $19.95 charged.

Business

Response:

Thank you for contacting Weight Watchers. We received the member's request for refund. Member's refund was applied on 3/*/16 for $19.95. Please let us know if you have further questions. Have a wonderful day! Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Penny J[redacted]

Review: I joined Weight Watchers (WW) for promo to lose 10 pounds. I had three months to submit my claim to cancel my subscription, which I did on April **, 2015, three weeks before the end of the contest. My husband and I moved to Germany shortly after and have been living here ever since. I called my [redacted] to cancel my credit card and found out it had a recent charge for $19.95 in October from WW. I was shocked and called WW to get a refund immediately. Apparently, the company has been charging me $19.95 since April or May...never could get full-disclosure as the customer service representative had me believing it was a one time charge at first. I get paperless statements and had not been tracking the $19.95 every month. Anyway, the company states that I did not cancel my account, even though I re-read the email I sent to them with ALL of the documentation I thought I needed with an email coming back from WW saying, "[redacted]" No where, in any of the fine print or on their cancelation form, does it state that I am still going to be charged $19.95 a month. I told the manager, it was deceitful, not transparent and it was trickery. It is class-action lawsuit materialI and I am sure I am not the only one. I have a terrible impression of this company. What happened to customer service on something so easy to resolve as this? I live in Germany, a world a way from my family, married to a 19-year active duty Marine, and she has the audacity to congratulate me on losing my 10 pounds and sorry my opinion is no longer a pleasant one with regards to Weight Watchers. I don't know what to say to that....Desired Settlement: I would like the full 6 months they continuously charged me, after I canceled my subscription, refunded back to my American Express card. The company only wanted to give me 3 months; this is unacceptable.

Business

Response:

Thank you for contacting Weight Watchers Corporate Affairs. We received the member's request for a six month refund. Weight Watchers Terms and Conditions were provided to the member prior to signup of which the member authorized. However, as a courtesy, the refund has been issued for $119.70 to the member's card on file.Please let us know if you need further assistance. Have a wonderful day! Sincerely,Flo G[redacted]Corporate Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for prompt attention.

Sincerely,