Noom Inc

Revdex.com:
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,
[redacted]

Hi [redacted] Thank you for letting us know about the issue you experienced getting your subscription canceled and transaction refunded. We've investigated your case and here's what we found: We processed a cancellation on April [redacted], less than 24 hours after you requested it. According to...

our records, we've never charged your account. We noticed you didn't send a request to our Support Team under this email address. When you get a moment, please send us a screenshot of the $159.00 charge so we can investigate further and be sure that, if you *were* charged by Noom, that we issue a refund as you did request a cancellation before the end of your trial. We highly suggest that you also follow the instructions listed here [redacted], as it *is* possible you purchased a Noom subscription in-app, through the App Store, meaning your subscription is completely self manageable. Please note that we do not have any control over helping in-app App Store purchasers with cancellations or refunds per iTunes App policy.Looking forward to solving this for you. Thanks,The Noom Team

Hi [redacted], We're so sorry to hear you were caught off guard by your subscription auto-renewing. We are actively working on ways to better notify customers when their subscription will auto-renew. We are also making sure that all coaches improve response time so that when they receive...

cancellation requests, they can process them immediately. The charge processed on 8/**/17 has been refunded. Your subscription has been canceled and you will not incur any further charges from Noom unless you purchase a new subscription. Thank you for trying Noom and have a great rest of your week! The Noom Team

Dear [redacted],First and foremost, we are deeply sorry to hear that your phone calls went unanswered. Could you please let us know where you saw a phone numberlisted? We don't provide phone support, so this is definitely worrisome and we want to be sure customers don't expect they can receive...

help from our Support Team that way. Thebest way to contact our Support Team is via email at [redacted]. Integrity is important to us and we work hard to ensure that if a customer requests to cancel within their 14-day trial, that they get canceled before their charge date. Unfortunately, processing delays can cause an issue and sometimes users are charged even though they canceled before the end of their trial. Please know that we always issue a full refund if there is a delay in processing a cancellation that was made before the end of a trial. One of our Support Agents contacted you this morning to let you know that you have been refunded in full. I apologize for the poor experience here. Thanks for trying Noom and have a great rest of your week.  Very best,The Noom Team

Hi [redacted], We're so sorry to hear you were caught off guard by your subscription auto-renewing. Unfortunately, we were unable to locate any request to cancel from your email address which is why your subscription auto-renewed. Please note this auto-renewal was not intended to surprise you....

Many customers that want to continue their Noom Program want to do so without interruption which is why we keep it active unless we receive a request to cancel.   The charge processed on 8/**/17 has been refunded. Your subscription has been canceled and you will not incur any further charges from Noom unless you purchase a new subscription. Thank you for trying Noom and have a great rest of your week! The Noom Team

Hi [redacted], Thanks for letting us know about the trouble here. We've investigated the issue, it looks like your coach dropped the ball on forwarding your cancellation request to our Support Team. We deeply apologize for the inconvenience this charge may have caused. We've issued a refund and...

processed a cancellation. Cheers to your health and wellness,The Noom Team

Dear [redacted],We're so sorry for the trouble here and that it was difficult to reach us :(. It looks like you accidentally signed up twice because we are seeing two subscriptions associated with your email address. One of them was canceled a couple of weeks ago, but the other was still active which is...

why you were charged. We are working hard to come up with a solution to this problem as it seems many people are accidentally pressing the payment process button multiple times when purchasing. We apologize if this charge caught you off guard, we promise it wasn't intentional! Noom doesn't collect any payment information (we process payments using 3rd party secure software), so the charges are completely dependent on how many subscriptions a customer purchases. That said, our purchase pages could use a lot of work to make it more clear that payment is being processed - there should be a notification letting people know not to click the processing button twice! Hopefully we can get that going asap. You have been refunded in full and we made sure there are no other subscriptions associated with your email address. You should be all set! Lastly, you mentioned that you tried reaching out to us multiple times without reply. Unfortunately, the only emails we received from you were just sent yesterday. Please do let us know if you tried to reach out to our Support Team before then so we can investigate what may have gone wrong.  Thank you and enjoy your weekend!

Dear [redacted],We're really sorry to hear you were caught off guard by the $99.00 charge. We do offer 14-day free trials and we state how much we will charge you at the end of the trial on the sign up page ([redacted]). We advertise the 14-day free...

trial by displaying the amount customers will be billed at the end of the trial if it isn't canceled before the 14 days is up. That is why your credit card information is required in order to sign up for the free trial. That said, if you request to cancel before the end of the free trial, we happily process the cancellation request. We deeply apologize this wasn't clear at the time of sign up.We have no record that you reached out to your Coach or our Support Team at any point formally requesting a refund or a cancellation. What we can see is that you asked what the charge was for, and your coach responded. If you did send our Support Team a cancellation, please let us know at [redacted] so we can investigate why we didn't receive your cancellation request.We have issued a refund to the card we have on file. Please allow 2-3 business days to see the credit in your bank statements.-The Noom Team

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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:

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

Revdex.com:
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,
[redacted]

Hi [redacted], We deeply apologize for the trouble you've been experiencing getting your subscription canceled. It looks like you've been in touch with a couple of our Support Agents -- one was in touch August [redacted] the other was in touch August [redacted]. As stated in their messages to you, we are unable...

to locate any subscriptions associated with the email address you provided to us. We're really, really sorry this process has dragged out for so long.Can you please send us any possible email addresses (other than the one you're using to reach out [[redacted]]) you may have used to purchase? You mentioned your daughter accidentally signed up on your behalf, could you ask her which email address she used to sign up? Rest assured we will issue a refund and cancel the subscription promptly once we locate it.Thanks in advance, The Noom Team

Hi [redacted],Thanks so much for contacting us about this. I'm really sorry for the confusion here. It looks like your subscription was already canceled. You should've received an automatic cancellation confirmation from [redacted] but it sounds like you never received confirmation. When...

you get a chance, could you please check your email inbox to see whether or not you received the confirmation? We suggest checking your Spam folder as well. Please do let us know if you are able to confirm that you didn't receive the cancellation confirmation so we can solve this problem asap. Apologies that you felt left in the dark here! Looking forward to solving this asap. Very best,The Noom Team

Dear [redacted], Thank you for making us aware of this. We deeply apologize for the inconvenience caused by the charge you recently incurred for a Noom program. After investigating, we discovered that two trials were purchased with your email address. When you received cancel confirmation from...

us, it was in regards to one of your subscriptions, the one associated with your Noom account with Coach M[redacted] and J[redacted], but the other remained active which is why it ran through the trial period and your card was charged.We’re really sorry to hear the charge caused you financial trouble. We’ve issued the refund in full and made sure the subscription was canceled. Thanks for giving us a try. We wish you a pleasant day!

Revdex.com:
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 have replied to the email sent to my personal email account as well. 
Sincerely,
[redacted]

We are committed to resolving customer queries and complaints quickly and professionally. To this end, we provide self-service tools to our users for managing their accounts, and provide direct email support. This customer initially used our self-service support tools to cancel her...

subscription in May 2014. This action successfully cancelled the account according to our records. She states that she has been charged monthly since then, and has been in contact with us via email 3 times in total. In response to each email query we have requested certain required details (account information, order information, etc.), which she has not provided. We have received no response from her to any of our emails. Prior to this complaint, we had no alternate contact info for this customer. Now that we have a phone number, we have followed up with her by phone to resolve the issue directly.As a point of clarification, all Noom billing is done through secure, third-parties, such as [redacted]. Because of this, we are unable to access any information about customers' orders or accounts without the details given to them directly by the third-party biller.

Dear [redacted], We're so sorry to hear that you never received a cancellation confirmation email from us. Please note that your subscription was canceled a few hours after you requested a cancellation on July [redacted], 2017. As one of our coaches mentioned to you earlier today, you will not incur...

any further charges from Noom unless you purchase a new subscription. Please know we're working hard to ensure cancellation confirmation emails are properly sent to all customers going forward. Thanks for trying Noom. The Noom Team

Revdex.com:
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,
[redacted]