Virgin Pulse Reviews (%countItem)
Virgin Pulse Rating
Address: 75 Fountain St, Providence, Rhode Island, United States, 02902-0001
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With due respect: After spent a lot of time and energy, I finally decided to ask for your qualified help. At the very beginning of this year, and attending the corporation I work with invitation, I ordered 2 VIRGIN PULSE MAX BUZZ ACTIVITY TRACKERS, trying to keep a better health at this late age. Unfortunately, one of the gadgets became BROKEN because the electrical contact was lost few days after my wife started using it. The one I am using is still in very good conditions. I make a phone call asking for guidance in this matter, and the answer I got was "you ordered this fixture at a very promotional price, so no returns allowed." In fact, I did not was seeking for RETURN but a replacement or repairmen, but Mr., the in-charge clerk was rude and busy, I think. In a good faith standing, I ordered a THIRD Max Buzz, paying the regular price $29.99, but a few days after start using it, the electrical contact was lost and of course, the gadget damaged. Due to the previous experience by phone, I wrote a letter on APRIL 9/2020 (COPY ATTACHED) and sent TWO DAMAGED VIRGIN PULSE MAX BUZZ TRACKERS, asking for REPAIR O REPLACEMENT. The letter was delivered on April 14/2020 in ***. *** as stated by USPS Tracking Service (COPY ATTACHED). Due to the fact I did not get any answer by MAY 1/2020, I search for somebody high in Virgin Pulse organization, and sent a letter to the ***. offices to Mr. ***, supposedly the CEO, and I did not get any answer, either. (COPY OF THIS LETTER IS ATTACHED). I wait till JUNE 10, 2020, and again make a research for somebody else to contact in that Corporation, and I found Mr. *** name as the current CEO. I wrote another letter stating my complain, I sent it CERTIFIED MAIL and this was delivered on June 15, 2020 as I probe with attached USPS TRACKING document, and nothing happened. (COPY OF THIS LETTER IS HERE ATTACHED). I am not pretending any advantage different to the due respect for myself as a customer asking for due customer service. As I said in my last letter, I refuse to accept that ANY COMPANY or business became unable to send a letter or communication at all, regarding an honest and valid complain. And much more, to accept ANY COMPANY or business KEEPS THE GOODS BELONGING TO A CUSTOMER without a legal explanation after the price was paid in full. Became very difficult to me to accept the poor explanation give by Mr. by phone on May 1,2010 about I did not fallow the Companies protocols regarding repairs or replaces and they do not keep any information on this matter WITH NO PREVIOUS AUTORIZATION. So, this little two guys went to the trash can? THE TWO GADGETS BELONG TO ME, AND THIS CORPORATION OPTED TO DISREGARD THIS RIGHT. If this silly complains reach your attention, we will be very grateful for your cooperation in resolve this cheap solution which speaks loud about the integrity of someso-called big Corporations.
We have reviewed the case and we have reached out to member via email on Thursday to confirm shipping address so we can send warranty replacement. Apologies for the frustration this caused. To ensure speedy service, per the member agreement, any device should be discussed first by connecting with member services so that we can provide return label for ease of warranty exchange. We do not advise sending any devices to our offices without connecting with our team first.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
When I signed on to my Virgin Pulse account, a link for my free activity tracker popped up and when I clicked on the link it took me to a web page not found. I contacted customer service (Virgin Pulse ticket (***) and they asked for a screen shot which I provided. Less then a week later I received a reply that they fixed the issue, I will not see the free activity tracker information anymore and case was closed. I replied back that I still want the free activity tracker and they said no free activity tracker, case closed. I replied back that I still wanted the free activity tracker that was offered to me and they said that they will repeat it for me that I do not understand no free activity tracker and closed the case. I said I would complain to my company and no response.
Members have to TRACK activities to earn points so they should provide the members with a way to be involved with the program. It's unprofessional to advertise free activity trackers then deny members the (free) merchandise they offered. It fails to create good will with the member.
Because of that, I decided to submit this review. I intend on complaining to my company also as they coordinate value for members.
Explained to Customer that the free device notice was posted in error which was corrected and taken down from all member's accounts. We notified the member of the correction and that her Employer does not offer a free device. Member was unhappy with the correct response.
Virgin pulse handles my companies health benefit reimbursement. It has failed to distribute funds for 2020. In my case, Virgin Pulse credits my account $600 in January for meeting a health point criteria in 2019. That criteria was met and the funds have been withheld. After contacting them in January, they replied that it would be paid out by the end of Jan. It was not. After Contacting them in February, they stated that in would be received by the end of February, it was not. After contacting them in March, they stated I would get it within a couple weeks. I have not.
We experienced an unfortunate lengthy delay with rewarding for this group. Communication as late as 3/2/20 provided update on the issue, and as of 3/16/20 Ms. was awarded what was owed. Please accept our extended apologies for the frustration this caused.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
Virgin Pulse lies to its customers and presents false rules and requirements.
Their site clearly states one thing and then add additional requirements with no notice to its customers until asked. It requires additional requirements to get the promised money.
This site pays us for being healthy. To generate $250 I need to earn 60,000 points. These points now have value. Virgin said that if I slept greater than 7 hours a night I would receive 50 points. They have 2 forms of tracking, one automated and another manual. You receive 10 points for using the manual option and 20 points for using the automatic option.
There is no place on here where it says I have to use the automatic version and sleep more than 7 hours to get the 50 points. It only says I need to "sleep more than 7 hours" This is false advertising and lying to their customers.
There are different earning totals for manual vs validated measurements. On member initial interaction, we explained difference, but I will have a representative reach out to member for a more in depth explanation and work something out between member and member's sponsor and if approved to accommodate point difference. Our support page and sleep guide mentions the need of a device, and our point chart shows point difference between manually and validated. But based on member's comment, I can see where it could be misunderstood, and I will connect with our product team to clarify any steps as we continuously work towards improving member experience.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
My name is ***, I am a *** employee and I am filling this complaint in regards to $800 health incentive NOT being posted in my account for 2020. I have already completed the required 40k points in 2019 and provided Virgin Pulse with a print screen of my account showing 40,690 points.
For over 2 weeks I have unsuccessfully contacted Virgin Pulse numerous times over the phone and email. I also contacted *** and I've been told that Virgin Pulse DID NOT respond to they inquiries therefore they can not post the $800 incentive to my account.
Ms. case was escalated to client management for review and resolution on Jan 31 and is still an active case. We will provide an update and resolution to Ms. case as soon as possible.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.*** has contacted Virgin Pulse on Jan 23rd 2020 in regards to my case, but they haven't heard back from Virgin Pulse yet. They are waiting for Virgin Pulse to confirm that I have completed 40,690 points in 2019 (see attached print screen), so they could post $800 health incentive on my HSA account. It is a very simple resolution and only requires account balance verification and confirmation.The health incentive was due to post on my account on Jan 1st, 2020. VIRGIN PULSE NEEDS TO CONTACT ***IMMEDIATELY*** AND CONFIRM THAT I HAVE COMPLETED 40,690 POINTS IN 2019.Thank you Revdex.com for your help!Best regards,***
Regards
We received confirmation customer is on the appeal list and will be contacted by employer.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I haven't heard anything from my employer. I will post an update if I receive confirmation from *** that Virgin Pulse responded to their inquiry.
Regards
The program itself is nice however the customer service is poor. I purchased a product from them that was malfunctioning so I contacted customer service. I explained to the agent the issue I was experiencing with the product ( purchased) which prompted a view to my account. The agent could see that I purchased the product but then said I couldn't receive a new one because it had been over a year that I purchased the product and I would have to buy a new one. It had been a couple of months past a year that I purchased it and I take good care of the product so the fact that it was malfunctioning conveniently a couple of months outside of a new policy I was not aware, I asked to speak to a supervisor. I was told the supervisor is busy and would only say the same thing. I had to ask the agent to please have someone contact me. A couple of weeks had gone by and no one had contacted me. I had to submit another request regarding the issue I was experiencing only to receive an email from simeone saying they couldn't replace it and I have to purchase a new product. I stated that I didn't think it was fair and that I can't afford to purchase a new product but I received the same cold response. I am beyond disappointed with the customer service I received. So much that I've been looking for alternate programs I can suggest to my employer once thus contract is up.
The device in question was purchased in July of 2018 with a one year warranty. Our agent advise you of this information which you were not happy with. You asked to speak with a supervisor and she did reply via email, reconfirming the one year warranty and provided solutions to you on using smartphones and various apps to resolve your issue.
My work uses them for our benefit incentive program, and they are
absolutely awful. Their website never works properly. You have to
constantly follow up with them to get your rewards, because they
always try to not give you your rewards. Their customers service is an
absolute waste. The people you speak to via phone or chat are never
capable of addressing any of the issues that their website creates,
and they always end up telling you that someone will reply by email.
The emails then takes weeks to come, and when they do, they are just
making excuses or trying to shift the blame to you with 100%
fabricated nonsense. I am advising our HR of how worthless they are,
and I hope that we end up getting a better company.
Also, since submitting this review, they have attempted to lie to the Revdex.com and claimed that my name and email address aren't in their system, which is 100% false, and I provided the Revdex.com proof of this.
It appears that they also went ahead and deleted my wife's account, I'm guessing out of spite for leaving them an honest review that they earned.
We take member security very seriously. The email address used by the member was not his own. The Revdex.com advised him to use HIS email address, which is the correct process for account security and this member has now done so by following the proper procedure. Members need to be authenticated for account security. There are instances where we will ask members to call in for this purpose, rather than handle via chat or email.
Depending on the nature of the issue, we need to investigate and resolve. In some cases it may take time to resolve thus the delay in emailing members advising the issue has been resolved. Errors such clearing one's cache and cookies often resolves some issues. Often times, members have not done this. If any member has any questions, please call in so we can assist.
Virgin Pulse required that employees complete bio-metric screening and coaching sessions in order to receive a discount on the premium on your health insurance. I called repeatedly and after being on hold for especially long periods of time and then leaving a message, there was no return phone call. They make it impossible to complete the requirements to obtain the discount. I found it interesting to know that only about 1/3rd of the employees at the company were able to get the discount for various reasons. For me it was I couldn't ever reach anyone and they would not return my call. For another it was the screening could not be completed as they were booked till after the deadline yet she had called prior the deadline. Another employee stated she was told since she had three issues that she did not have to complete a coaching session. Another employee stated she wasn't even informed she had to do a coaching session. Virgin Pulse has made it impossible to receive the discount and is non responsive to answering questions. I continually receive a form letter whenever I have e-mailed.
Hello,The insurance discount requirements are set by your sponsor. Both your sponsor and Virgin Pulse have sent out communications proving information such as deadlines, to meet your requirements. Your sponsor extended the deadlines for requirements a few times as well as providing updated communications noting the new deadlines. Since the deadlines were not met as set forth by your sponsor, not Virgin Pulse, you do not qualify for the insurance discount.Thank you.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
sent back a response today; however, since it was on my phone it wouldn’t let me type anything. I am typing my response here. *** from Virgin Pulse stated both my Sponsor and Virgin Pulse sent out communications of deadlines. I am not aware that I have a sponsor – who might that be? Also, they evidently have the wrong e-mail address as I never received anything from them. Of course, that had absolutely nothing to do with what I had written them. Perhaps that was yet another form letter. I had called before the deadline to set up a coaching appointment and could never reach anyone. When I did leave a message, I never got a call back. That is what I was wanting a response to. Also for the Revdex.com. I have e-mails and correspondence that I will be glad to send you if it would aid in solving this issue. Just give me an e-mail address and I can forward that to you. Thank you
Regards
Hi,The sponsor is your employer. Your employer has advised this information has been posted on the C-Net internally. Emails have been sent out as well as the programs page in your web account being updated. I do apologize but since you did not meet the requirements set by your employer, you did not qualify for the insurance discount.Information will be coming out shortly for the 2020 program, where you’ll have an opportunity to earn the discount for the following year.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
I have attached some of the various correspondences to people and e-mails. I am in a never ending loop and just continue to receive the generated e-mail responses. Hope this helps. Sorry there are so many but I have had issues getting it resolved (as have many others). Thank you again.
Regards
Hi, Your employer posted the information on the *** intranet providing their employees the information regarding the requirements you needed to meet and deadlines in which they needed to met. The appeal decision was made per the guidelines by your employer. We can no longer assist you. If you wish to pursue this further, you will need to work with your local HR department. Thank you.
My employer, *** has a contract with Virgin Pulse where we have to complete a health screening coaching call to receive an employee discount. I was not aware that this was requirement to receive the discount; I thought this was an option. I contacted Virgin Pulse with the option to now complete the call to fullfill their reqirements and their customer service agents via phone and email did not agree. The reason the call wasnt originally completed is because I didnt receive notification that it was and only received an email that my discount would not be given for 2020. I have completed the calls in the past and the calls were not up to health code standards. The calls were not helpful and a henderence to get them done. However I would have done the call if I would have known it was a requirement.
Hello,Several communications had been sent by both your Employer and Virgin Pulse regarding the requirements for the insurance discount, as well as updating the programs page in your Virgin Pulse account. Deadlines were extended a few times in order to allow time for members to complete the tasks. Your employer provided the deadlines that all members had to meet in order to qualify for the Healthy Pathways discount for 2020. Since you did not complete all required tasks within the deadlines set by your employer, you did not qualify for the Healthy Pathways discount for 2020. Information will be coming out shortly for the 2020 program, where you’ll have an opportunity to earn the discount for the following year.Thank you.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Regards
Virgin Pulse is suppose to be a modern health management technology solution that helps organizations identify and mitigate employee health risks and reduce healthcare costs. Yet, I did everything requested in order to reduce my healthcare costs because i'm a cancer survivor & need all the help I can get to reduce my medical needs. Even after scheduling with them for the calls they require they stated they called me back but only called once & they never returned a phone call. I have been battling cancer & have been dealing with this the least this company could do is call back like they said they would. This isn't a company that stands by what they promote. They make people get lab work without helping people get the discounts they claim with healthcare.
Hello,As our agents mentioned on the phone today, you did not meet the insurance requirements outlined by your employer. You had ample opportunity to reschedule the Results Review missed on 7/6/19. The deadline to do so was 8/31/19. Thank you.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here. If you do not enter a reason for your rejection, your complaint will be closed as Answered. ] I tried calling this company to resch and I even tried to resch online but their website always seemed to be down when doing this. I would get error messages when trying to resch. I do not accept that they did everything in their end to get me some help to resch the call needed to complete the requirements. They called me once & never called back. The rep called me once on July 6th at 12:50pm and again two minutes later just to justify they had called again. This a negligent tactic to get off the hook that they called again when in fact they called just two minutes after the initial missed called. Per their own representative, this is the information provided "For that call, our guide attempted to reach you twice: once at 12:50 and again at 12:52. Our guide followed standard procedure and left a message with the first attempt with information about what the call was for, that they would call back, and how to reschedule if needed. " They even confirmed they would call back but never did.
Regards
Hello, The final decision was provided by your employer. This issue will now be handled through our ticketing system, our account team, your employer and you. Thank.
I’ve been taken out $50 off each of my checked totally $550 to this day when addressed why I was told I did not complete my biometrics then I was told I never completed my survey I went back and fourth emailing different people only to be told what I was telling them when I logged in to check my aurvey it only had option to retake it so I clicked it to check my answers were in fact all answered and that I would not be getting a refund for the $550 I don’t know why my company implemented this change but I will be seeking help I’m not working for free I barely get paid enough for my bills then want to take my money out for something I’ve done IN THE TIME FRAME! I did my biometrics back in January to avoid wing sir charged so someone needs to refund me my $550 from my check or I’m taking this to the press
The member completed her Biometrics on 2/11/2019. She completed her HRA on 7/23/19. The information I have regarding the survey is the surcharge should be $25.00 per person per pay period. This member must also have a partner that has not completed the requirements. We have a note on the employer information page that if the member and or their partner completes either the Biometrics or the MyPulse Survey after March 31, 2019, the surcharge will be removed as soon as administratively possible. However no refund will issued.I am reaching out to the *** Virgin Pulse account team about how we notify *** that the member did complete the requirements. As soon as the Account team responds, I will follow up with the member on ticket number ***. I am also reaching out to the member on the same ticket to find out if a partner is involved with this member. If needed, please advise if you need to see the resolution as well. Thanks!
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below.
I received this same information from different people I am very upset that not one person could take in and process what I had to say. so ill repeat it one more time " on July 23 I was told to log in by wellness and take screen shot of the completion dates and when I went to do so I saw my survey at the top of screen with the score and next to it said "RETAKE" so I clicked on it because I am going to be honest I didn't know how to get to the completion date to take the actual screen shot I went through the survey all questions were answered and I finally found the dates after 3 days going back and fourth with someone and it had July 23rd date so then I attempted to reach out to someone in regards to that INCORRECT date completion and I literally just kept getting the same response about the deadline. Now tell me why would I do my bio metrics in January it only shows completed February I am not sure why but I have the actually documentation from *** and I completed my survey mind you I went as soon as got a chance did not wait for the deadline March 31st. WHO IN THEIR RIGHT MIND WOULD JUST GIVE AWAY THEIR MONEY LIKE THAT. I barely get enough to get by and I do not appreciate this surcharge where is this money going to or towards?? because as of today I am out $550 that's half my rent! that isn't even the worst part I have been struggling and taking out installment loans with high interest not knowing these extra $50 being taken out that's my mistake I was thinking my insurance went up but took a second look asked around and they tell me it was because of this bio metric thing!
Regards,.
Hello ***, I am working with you on ticket *** and the account team on this issue. Unfortunately this issue will be resolved immediately. Virgin Pulse does need to go through the proper procedures.Thanks!
Virgin Pulse is a wellness company used by my former employee. After completing wellness activities, Virgin pulse provides a contribution to our *** accounts. My husband and I both completed the activities in March and money was put in our account for one of us. We have been trying since April to have the other contribution made. We have been given canned responses, both over the phone and via email, as to our questions. We have been assured on 3 different dates that the contribution would be made. This has still not happened. This has been going on for more than 4 months now and we have been given no explanation, other than "our ticket has been expedited."
Good afternoon,Both the member and her husband are calling often on this issue. We are actively investigating what has happened: if the employer is delayed with reward payouts since Virgin Pulse does not provide any money to members (never has), how a cancelled member comes into play with rewards and what the employment requirement are in order to obtain the $450.00 rewards. We've apologized to the member for the delay in resolving but we can only go as fast as the employer responds.***'s ticket is still active with us and we follow up daily.Thanks!
I bought a fitness tracker from Virgin Pulse. The first or second time I tried to charge it, the device would not charge. It had been less than 30 days since I'd bought the device. I called them and requested my money back. They refused to give me my money back. Instead, they have put me through a ridiculous process of email exchanges to get a replacement. Please see the email string, starting at the bottom. It's been about 5 weeks since I first called.
,
,
,
,
=======================================================
06/14/19
I think this is beyond ridiculous and getting a little too personal.
I have a *** Phone, running ***. The app was last updated June 7th.
And yes my phone has signal and internet connection. It’s a phone, that’s what they do.
From: Virgin Pulse Support
Sent: Friday, June 14, 2019 2:50 PM
To:
Subject: [EXT] [virginpulse] Re: *** - *** Replacement Inquiry
Please type your reply above this line -##
Your request (***) has been updated. To add additional comments, reply to this email.
(Virgin Pulse)
Jun 14, 16:49 EDT
Hello
We apologize for this belated reply.
Please note that we will need couple of more information in order to complete your order.
Would you please provide us information which Phone Model and O/S do you have and which Mobile App Version do you currently have?
Also, would you please let us know does your phone have Signal/Internet Connection?
Looking forward to hearing from you.
Best Regards,
Virgin Pulse Member Services
Jun 6, 15:02 EDT
Yes, that is my shipping address.
Thank you,
(Virgin Pulse)
Jun 6, 14:26 EDT
Hello
Thank you for providing us picture.
I am happy to inform you that you are eligible for warranty replacement.
Could you please confirm that this is your Shipping address?
< my street address
city, state, zip>
UNITED STATES
Looking forward to hearing from you.
Best Regards,
Virgin Pulse Member Services
May 27, 13:11 EDT
[Image]
Get *** for ***<***>
________________________________
Attachment(s)
***
(Virgin Pulse)
May 27, 09:42 EDT
Hello
Thank you for photos you provided us. Unfortunately, these photos do not meet the requirements.
May I kindly ask that you send the picture showing your laptop screen so that we can determine that the laptop is powered and please make sure that *** screen is visible.
Thank you for your understanding and patience.
We are looking forward to hearing from you.
Best Regards,
Virgin Pulse Member Services
May 22, 10:52 EDT
[Image]
[Image]
Get *** for ***<***>
________________________________
Attachment(s)
***
***
May 13, 16:53 EDT
I need more time, please.
(Virgin Pulse)
May 8, 13:05 EDT
Hello
As promised I am following up on our previous chat session.
Please provide us couple of pictures of the device plugged into your PC's USB port, and in the Power outlet in the wall as well.
We are looking forward to hearing from you.
Best Regards,
Virgin Pulse Member Services
Member reached out to us for a device that was not charging properly. Our store policy do not accommodate for refunds on used/registered items, however we attempt to troubleshoot every device before discussing any other alternate options. This member's device was eligible for a warranty replacement. It appears that some of the delay in resolving this case could be attributed on waiting for some key troubleshooting information in order to send the warranty replacement. This case presents opportunities for coaching for quicker turn around, which we will address internally. We will offer member a refund in addition to the eligible warranty replacement.
I would like a refund, please.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards
The customer service is horrible I ordered a *** and it took over a week and a half just to fill the order. I received no emails saying it was back ordered. I sent a email to their customer service and it been three days now and no answer. I got an email today saying it was shipped and checked the status through *** and it say label printed waiting for pickup but the email said it was shipped two days ago. I will never buy anything through this company again
Hello,
We have been advised by our fulfillment department that the *** does not always scan packages. Our vendor shows this shipped on 3/27/2019. Please allow 10 business days for receipt. If you do not receive the device by your mail delivery on 4/10/2019, please contact our office so we either chase down the shipment or provide a refund. Our apologies for the delay.
Hello ***,
I am sorry you feel that way. I do not see where you called in for any assistance on this matter. Go forward please feel free to call in and ask to speak with Team Lead for assistance.
Thank you.
I am still trying to get my earnings transferred to my health savings account. It's been over 30 days and now they tell me it's been escalated but it can take an additional 10 days. Ridiculous and not worth participating in there welness program. Hopefully my employer won't renew with them next year.
Hello,
We reviewing the information sent to the sponsor to ensure your reward information was included on the files. We are waiting to hear back from all parties involved in the escalation process.
If we find that your information was included to the sponsor, we fill provide you information on your escalation ticket on the next steps you need to follow.
Our apologies for the delay.
Hi ***,
On ticket #***, you were advised that the payout was made on the paycheck the end of March. If you have not received it, please call Member Services so we can assist you.
Today I called Customer Service to receive information and assistance with sending lab results as well as annual health information to Virgin Pulse. I had made every effort to forward photos of them both to Virgin Pulse through our Virgin App from our employer. Several employees have also experienced difficulty in sending them. We have all made several efforts at sending the needed photos. Both the lab tests and the annual physician exam are worth 500 points each. After checking with his supervisor and several minutes on the phone, he told me that they cannot be sent from a Smart phone or an iPad. The only way that they can be sent is through their app on a computer. Well guess what Virgin Pulse, health care workers do not carry computers when they are on “ Break time”trying to use the app!. This is completely unacceptable in every way. You might want to reconsider this and make it user friendly especially on Smart Phones! I will be notifying my employer because many employees are dissatisfied with the service from Virgin Pulse. And it’s not your business to know any details about why I would prefer to NOT use my home computer.( which I was also asked), and use the App on my phone. ......very dissatisfied customer.
Hi ***,
I see where you called for assistance with printing the forms on 9/14/18, but I do not see a ticket for you in December regarding a submission issue.
However, in reviewing your site, the lab works are a self attestation that you upload on the Virgin Pulse site. If you had any issues, it may due to the size of the photo you are trying to upload. Our website provides the size limit for you. The cannot exceed 1.91 MG and needs to formated as a .jpg, .jpeg, .JPG, .gif, .png, .pdf. If you still have issues uploading, please call Member Services for assistance.
Purchased a *** # from Virgin Pulse and after it was activated I was notified by my IT department it will not synchronized automatically with my Virgin Pulse Software that has been provided from my employer.
I requested to Virgin Pulse to exchange it for another device and was told I was out of luck.
My problem is this : how is one to know if its compatible if you don't activate it and it was only used for 3 to 4 days so now I have to purchase yet another device.
Virgin Pulse return policy needs to be flexible with members, they are a 5 billion dollar company and 70 dollars for me is a lot for a simple device and now I have to purchase another device for the amount of 30 dollars.
Truly disappointed with them.
Upon reviewing Mr. case and email interaction with our member service agent, agent has followed our return policy guidelines. Additionally the device that Mr. has purchased is indeed compatible and functional with our platform, to which I would have liked to see a more comprehensive interaction where we would have a better understanding of his dissatisfaction and why he was told it is not compatible. We will be reaching out to Mr. on Monday 11/19 to help him further with his return request.
our company uses Virgin pulse. We earn points and get reward quarterly. For 1st quarter of 2018, my company added 7000 bonus points to each employee. The bonus points for my coworkers were added on Mar 28 or 29. But I didn't receive it. This caused $45 less reward in 1st quarter.
I contacted Virgin pulse on Mar 29 by both online chat and submitting ticket on their website. From online chat, I provided all info, even coworker' name for them to check how much bonus points shall be, and they confirmed. Then they said will escalate and contact me. HR from my company also helped to contact the next day, and said they would contact me by end of the day. But I never receive any response.
I contacted again by online chat on Apr 11. They still said it is escalated and under investigation, will contact me.
The fact is very clear that I didn't get the bonus points and lost $45 rewards. It has been 2 weeks passed by. This 'escalation' is still ongoing.
Good Morning,
I'm responding to complaint *** regarding member ***. Miss *** did reach out to Virgin Pulse on March 29th informing us that she the $45 she earned was not posted to her account. In researching her account we discovered she had two accounts, the $45 earned was not visible to her in the account she was accessing. We have fixed her accounts so she now just has the one. We did reach out to her yesterday informing her what has occurred and informed her the $45 will be added back into her account by close of business today.
Please let me know if I can be of any other assistance.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards