Noom Reviews (%countItem)
Noom Rating
Description: Noom helps you build healthier habits to lose weight, no dieting needed. Get personalized support every step of the way.
Address: 229 W 28th St Fl 9, New York, New York, United States, 10001-5915
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Noom does not advertise as a subscription service, and specifically advertises for a timed, four month program with a set end. However, they keep billing you, and are extremely hard to contact when you try to contact them to cancel. This lead to 99 dollars being billed to me as I tried to cancel. Additionally, the "coach" which is the central advertised selling feature of the program, went MIA and was unable to be contacted.
Hi ***,
We're so sorry to hear about the trouble you experienced getting your subscription canceled.
Your first request to cancel your subscription was submitted yesterday around midnight Eastern Time, and our Support Team was in touch with you the same day to help get this resolved. As they mentioned, we are unable to locate a second charge made to the card we have on file for your account. The only charge we are able to locate is the initial charge that went through in June of this year.
If you're sure you were charged a second time by Noom, it is possible you have two active subscriptions. Please respond to our Support Team's email at your earliest convenience, they will be happy to help issue a refund if you no longer wish to continue using your Noom subscription!
We apologize it wasn't clear that your subscription would renew. Looking forward to getting this worked out!
Very best,
The Noom Team
Revdex.com:
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:
There is no attempt to address the fact that the coach was MIA, and did not pass on original complaints . Additionally, the pretense that I merely did not realize the app was subscription based is insulting. All those in my group did not either, and this is a predatory business practice. It is intentional, and insulting to pretend otherwise.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
Hi ***,
Thank you for your response. We deeply apologize that you felt as though the coach went silent when you requested a cancellation. Looking at our records, it took the coach less than one business day to reply to your cancellation requests. Unfortunately we're unable to support quicker responses at this time.
Re: "the coach did not pass on original complaints." - Rest assured that we have access to all customer complaints, and that assuring they are seen by our product teams is not dependent on the coach. We're so sorry you felt that your voice wasn't being heard and will try our best to make sure we don't make this same mistake going forward.
Please know that integrity is important to us, and in no way do we intend to surprise-charge our customers. Many customers that want to continue their Noom Program want to do so without interruption which is why we keep a subscription active unless we receive a request to cancel.
That said, we are deeply sorry to hear that you and your group members were caught off guard by the recurring charge. We went through your check out experience step-by-step to make sure you received the notification that you would be re-billed at the end of your 4 week program. We've attached a screenshot of the auto-renew notification you received before beginning your subscription.
We will be exploring ways we can be more explicit about subscriptions auto-renewing, and greatly appreciate your feedback and letting us know it wasn't clear.
Very best,
The Noom Team
I signed up with Noom on April , 2017. I stayed for the two week trial period and a little bit after. A few weeks after I started Noom, I was diagnosed with *** and would need to have surgery. I couldn't really handle a new lifestyle on top of my life changing so drastically, so I dropped Noom.
Today, 19 weeks after I paid the initial $99 for a 14 week trial (2 of which were free), I was charged $99 again. Noom didn't warn me that I would be charged again. Nor was it listed on their website when I signed up (it's changed a bit since I used it).
I'd have been completely OK with this charge if Noom had warned me, or if it was transparent on their app or site that the charge was recurring. I'm also confused as to why, if Noom offers 14 week programs, I was charged after 19 weeks.
Hi ***,
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 9/*/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
Cannot get NOOM to cancel subscription and stop auto withdraw on my account. I canceled through app with NOOM. I canceled through ITunes. I notified bank not to authorize and still NOOM is charging me $99 every three months. They owe me $300 in refunds as of this date.
Hi ***,
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
Unable to cancel account per the instructions given by Noom. Have seen other complaints of the same issue. Noom does not give refunds.
Dear ***,
Thank you for submitting your complaint. We're really sorry to hear that you had such a difficult time cancelling your subscription. Please note that our Support Team is available Monday through Friday, 9AM to 5PM to help with cancellations and issue refunds.
We see that you have been issued a refund and your subscription has been canceled, you should be all set! Thanks so much for trying Noom and have a great rest of your week! The Noom Team
Revdex.com:
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
Noom will only let you cancel their subscription by "chatting" with your personal coach through the app. When I did so, I never heard from them. Also, they are not very clear that it is a subscription service. They make it seem like a one time payment.
Hi ***,
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
Revdex.com:
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
I signed up for a free trial and let them know I wanted to cancel. They charged me $99 and when I asked what it was for, I was advised that it was for the next 4 months service. I advised them I did not want this. I have emailed and asked to cancel and have been told there is no cancel and I will be due for another $99 shortly.
I have not used their service and do not want it.
Dear ***,
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 (***). 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 *** 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
Have emailed my coach several times to request cancellation of my service so that my credit card would not be charged again and he told me I would be receiving a confirmation email confirming the same. Never received said email checked my spam folder and everything, again emailed my coach about the same and have had no replies to my subsequent emails.
Dear ***,
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 ***, 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
I was directed to submit my request for cancellation to my coach through the app. I sent him a request last Friday which was ignored. Then this Monday my account was renewed without my knowledge or approval and I was charged $99. The request I sent was also deleted from my account so there would be no record of it. Very shady. I signed up for a one time 16 week course for $99. They did not inform me at the time or any time since that it was a subscription that would be renewed. I would like to cancel my account and be refunded my $99.
Dear ***,
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 was refunded last night. 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
This is a subscription based app - this is something that's not clear. It is advertised as a 16 week program with no indication that you will be charged again. When you want to cancel, you are directed by the website to contact your "coach" via an instant messaging portion of the app. I have tried to contact this "coach" several times to cancel my subscription, starting on August ***, 2017. I have not received any confirmation of this. I have also sent two emails to the app support email, again with no response. I want the subscription cancelled so I am not charged any further for a service I am not accessing. This is a common problem, as many other members of the "group chat" forums on the app are also finding it impossible to cancel their subscription.
Hi ***
Thank you for your message. We're really sorry to see that the in-app messages you sent to your coach went unanswered. There is a bug we're working to solve at the moment, we're hoping there is far less confusion once it is fixed. Please know our Support Team is always around to answer customer requests and help cancel subscriptions Monday - Sunday 9AM to 1AM. We see you reached out to them this afternoon and it looks like your inquiry has been responded to, so you should be all set.
As our Support Agent mentioned, you haven't incurred any charges since the initial went through 6//17. You will not be charged again in the future unless you purchase another Noom program.
Thanks for Noomin' with us and have a great rest of the week!
The Noom Team.
This business does not tell customers at the outset that it is a subscription-based business. If you stop using the app, as I did and I believe many people do, you have no way of knowing that you are going to be charged for another subscription. I was just charged $99 for what, I don't even know. Additionally, not only do you NOT know this is a subscription-based app, you CANNOT cancel. They are essentially holding your money hostage. If you sign up on the website, you must request that your coach cancel for you. Unfortunately for us (and fortunately for them), their coaches ignore you. This means you will keep paying until you can get your payment provider to stop payment or issue refunds. This is disgusting.
Also the product was not at all sufficient and you could tell they were making it up as they go along - shifting me from coach to coach, changing the structure of the groups. I dropped out and that's why I missed the ONE message from my coach telling me to cancel or pay.
I am completely disgusted and disheartened by this and have been talking with other members of my group, who are also unable to cancel.
Dear ***,
Thank you for submitting your complaint. We're really sorry to hear that you had such a difficult time cancelling your subscription. It looks like you contacted us over the weekend which is why you experienced a response delay. Please note that our Support Team is available Monday through Friday, 9AM to 5PM.
We see that one of our Support Agents has already been in touch -- it looks like she issued a refund and canceled the subscription, so you should be all set!
Thanks so much for trying Noom and have a great rest of your week!
The Noom Team
Revdex.com:
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. I remain concerned that the business operates such practices and have been in contact with at least a dozen other customers who similarly a) are not told this is a subscription-based product and b) cannot cancel. This is a deceptive business practice. While I am glad that I will be getting a refund and my issue is resolved, I worry about all the other unsuspecting customers out there being taken advantage of.
Sincerely
My daughter signed up for a 2 week trial period. When I attempted to log
In to cancel prior to the end, it would not recognize an email, I never officially authorized it, was never able to log in to cancel or use the service even if I chose to. There is no phone number for customer support and email after email have gone unanswered.
Hi ***,
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 *** the other was in touch August ***. 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 [***]) 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
I requested multiple times to have my subscription cancelled over the past 6 months or so, I had not received a response from any representative. I was charged another 99 for services I do not want.
Hi ***
Thanks for taking the time to file your complaint to the Revdex.com. We're sorry to hear about the confusion around these charges made to your account. Please note that you had signed up for a 4-month recurring subscription, which is why you were charged again four months after the initial charge. We have no record of an attempt to reach out to our Support or Coaching team to cancel before today, which further explains the charge.
Can you please let us know where you've attempted to reach out before today to cancel? We want to make sure we're receiving all cancellation requests.
We have issued a full refund to your account for the latest charge.
Thanks for trying Noom.
-The Noom Team
I purchased a 16 week weight lose program in March. After searching around and reading reviews, I was under the impression that I would not be charged again. It turns out that it is a subscription and I was charged for another 16 weeks and it will not be refunded according to their website. Also, their is no way to contact anyone; no response from email, support or chat. I am supposed to get a coach but I have been placed in a group that does not provide one on one coaching because I was not really active in my original purchase. No one to contact to move me to an active group so I can receive the services I paid for.
Hey ***
Thanks so much for letting us know about this. We're so sorry that the charge caught you off guard. It looks like you had purchased a recurring 16 week plan which is why you were charged again after the first 16 weeks. It looks like one of our Support Agents issued a refund to your account, you should've received confirmation around 11AM EST.
Thanks for trying Noom!
The Noom Team
I thought I purchased one 16 week program. This program started in April. I paid for this initial program. My curriculum ended and several weeks later on August , I found my *** account was charged $119. I did not sign up for a program that would renew. I was not notified in any form that I would be charged again. I have put several responses in to my coach to cancel and have not heard anything back. In order to cancel you have to message your coach. I don't think my account was cancelled.
Revdex.com:
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. Noom issued a full refund of 119 to my *** account on 8/*/17.
Sincerely
I requested my subscription be canceled via the designated channel of communication (chat application) on July , 2017. I was charged an automatic subscription fee on July , 2017. This charge was made without my knowledge or consent, and is being disputed.
Hi ***,
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
Revdex.com:
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
I signed up for a free trial on their online app. It was a 14 day trial and I tried to cancel before the 14 days was up and I was directed to my "coach". I messaged her and never received a response. I was charged $159 for a full year's membership. After I was charged, I tried to contact the coach again after that and she said she would cancel my membership and I wouldn't be charged. The charge was never removed and I messaged the coach multiple times requesting a refund. I was told by one of the other coaches or managers (I don't know) that because I didn't cancel within the 14 day trial period, I would not be refunded. It's pretty hard to cancel with someone who will not respond. I would like my $159 back. There are many people on the site that complain about the same problem and it's not fair.
Hi ***
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 ***, 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 *werecharged 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 ***, as it *ispossible 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
Revdex.com:
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:
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely
Hi ***,
Thank you so much for sending a screenshot of the Noom transaction you need reversed. The screenshot is helpful, but the information provided there doesn't help us locate the charge. One of our Support Agents has contacted you via email to help locate the charge and issue a refund. Please look out for an email from ***!
Once this is resolved, please let the Revdex.com know so we can close this out. Thanks so much for your help and patience throughout this process!
The Noom Team
This company claims to create personalized programs to help you reach your goal but in all actuality does not. It states that myself and the personal coach they assign me will work together to customize goals and action plans but that never happened. They say you can cancel your "free" trial after 14 days which is not entirely true. They wait till the 14 day period to assign you a coach so there is no way you can assess the service until you interact with the coach. Coach interaction was terrible. They did not set an y action items or goals. All coach interactions completely disappeared for two weeks. Lots of the users that were in my group all cancelled. We all where in the same boat...since no coaches were responding to us we wanted to cancel but in order to cancel the coach has to initiate the cancellation process. Since there were no coaches responding it took days to hear back saying they will start the process. Some users also have complained that even after their cancellation request was processed and completed their accounts were auto-renewed and charged again. Please investigate this company. This has been a horrible experience!
Hi ***,
Thank you for letting us know about this. We're so sorry to hear that you had such a negative experience with the Noom program :(. We looked into your account to better understand what went wrong here. It seems you were matched with a coach a little after two days from the day you signed up for Noom, not fourteen (you signed up the night of May ***, you were assigned the afternoon of the ***).
Please know that all Noom customers have the option to cancel their trial or subscription at any time.
We really appreciate your detailed feedback regarding the coaching experience. I've notified our Coaching Team of the issues you raised around coach quality and responsiveness.
Lastly, we're so sorry the cancellation process was so difficult and will be sure to avoid the same thing from happening to any one in the future!
A full refund has been issued to your account.
Thanks for trying Noom and have a great rest of your week!
-The Noom Team
Revdex.com:
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
NOOM billed me for a three month subscription following a two week free trial. During the two week trial, I noted with a customer service representative that the step-counting feature was inaccurate. They responded that their team was aware of the problem and was "working on it". The issue continued after the trial and into the paid subscription. Also during the paid subscription period, within a week or so, the content on the group message board plummeted and the group coach never addressed that issue. When I tried to message the group coach about that, the app failed to send messages at least three or four times.
Due to these tech failures (step counter inaccuracy, group message board inactivity, messaging functioning not working properly), I canceled my subscription and asked for a refund. The communication I got back was that they do not offer refunds -- I understand that policy when someone changes their mind about a purchase, but NOT about the product being defective.
They have been uncommunicative since that message.
Revdex.com:
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.
NOOM, Inc. issued me a full refund. Thank you for your help!
Sincerely
I subscribed for a free trial period of 4 weeks. I cancelled my free trial after only one day when I realized the app was not what I was looking for. I received confirmation of my cancellation. Yesterday I was charged $99.00 by the app, despite having cancelled within the agreed upon time. I also have been unable to get a response from anyone at Noom to refund my money. I have also since found that several other people have unauthorized charges from this company.
Hi ***,
Thank you for letting us know about this. Integrity is important to us and we work hard to ensure that if a customer requests to cancel within their 14-day trial, they get canceled before their charge date. Unfortunately, processing delays can cause an issue and sometimes users are charged if they request a cancellation hours within the end of their trial. Please know that we always issue a full refund if a delay in processing a trial cancellation is the reason for the charge. It looks like one of our Support Agents responded to your July *** request and 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
I need to have my card refunded the $59 and have nothing to do with this company ever - meaning, don't charge my card ever again.
There was NO cancellation policy available ANYWHERE. I cancelled/deleted the app from my iPad and even went to my ipad's settings for subscription and nothing was there at all. this was a day or 2 after I got the stupid useless app. never used this product/service at all even during their useless free trial, which I didn't even use until I deleted it because again, it's useless.
It wasn't until I went to see why my 2nd half of rent check was returned for NSF did I realize that it was due to this stupid charge.
they have no phone number on their website - at least none that could be found intuitively - all they offered were a bunch of BS FAQ's. Finally googled "noom noom phone number" and the search results came back with , which I called and again, no live person and that if I had a question on my coaching program, to email [email protected], which I emailed and came back as undeliverable.
My lawyer friend said this is signs of fraud now and I called my bank to dispute and investigate this/their company. I want my $59 back NOW and I need to know how to prevent them from charging my card ever again. this is crap!
Dear ***,We're so sorry to hear you're feeling scammed and want to do everything we can to turn your experience around for the better. We have a dedicated Customer Support team here at Noom that monitors all refund and cancellation requests at *** (the email address we give in the payment confirmation email) Monday - Sunday, between the hours of 9AM and 1AM EST. We were unable to locate an email to us from your email address (***). Please note, we also have various FAQ pages in addition to our Support Team where customers can find instructions on how to cancel (***). We deeply apologize for the confusion and that cancelling wasn't intuitive. We've issued a full refund to the card we have on file. We appreciate you trying Noom and hope you have a wonderful week! Very best, The Noom Team
Revdex.com:
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