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            ComplaintsforNoom, Inc.

            Health and Wellness
            View Business profile
            View Business profileBBB accredited business

            Additional Complaint Information

            Customer Complaint:
            Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              Over 5 years ago, I opened an account with ********************** and signed up for a "subscription". Since then the *** managing that email account has ceased offering email accounts, and so I cannot access that account. When I contacted Noom, for some reason they cannot understand this and keep telling me to "log into your account"

              Customer response

              11/29/2023

              Better Business Bureau:

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

              Sincerely,

              ***********************



               

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              I was highly unsatisfied with my experience on their program and haven't used their service in months. They charged my card, unbeknownst to me, in the amount of $151.20. This charge came ten months after I thought I had cancelled my subscription to Noom. There was zero communication from Noom ahead of time about any impending charges.I immediately reached out via their customer service email to request a reimbursement once I saw the charge and was told they don't do reimbursements. I'm seeking reimbursement for the "subscription renewal" charge on my bank account for $151.20 on July 12, 2023.

              Customer response

              07/12/2023

              Better Business Bureau:

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

              Sincerely,

              *********************



               

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              At the end of December 2020, my husband and I signed up for Noom. By the end of April 2021, I cancelled my subscription via a phone call to their call center. They never sent an email confirming my cancellation, which I didn't think about until now. I was highly unsatisfied with my experience on their program. I'm overweight, yes, but not morbidly so, and they told me I was too overweight to be part of their workout program. I found that highly unreasonable and disingenuous to their advertising. In April 2022, they charged my card, unbeknownst to me, in the amount of $161.10. This charge came a full year after I had cancelled my subscription to Noom. There was zero communication from Noom about the charge and we unfortunately didn't spot it at that time. On Dec. 27, 2022, (yesterday) they charged me again in the amount of $161.10, but this time they emailed a confirmation of the "subscription renewal" - I immediately reached out via their customer service email to request a reimbursement and was told they don't do reimbursements. I called the customer service line and that representative reimbursed me for the December 2022 charge of $161.10, but neither they nor their supervisor helped me regarding the April 29, 2022, charge of $161.10. I need to add here that my husband has had the exact same experience with Noom. He cancelled his subscription but continued to see charges on our bank account for "subscription renewal" every eight months. We're fed up with this bad business practice of not truly cancelling clients and then continuing to take money from their accounts. I'm seeking reimbursement for the "subscription renewal" charge on my bank account for $161.10 on April 29, 2022.

              Business response

              12/28/2022

              Hi *****,

              Thank you for taking the time to submit your complaint to the BBB. We are so sorry for the trouble. We are happy to resolve this issue by processing your cancellation and issuing a refund of $161.10 USD. Please allow 2-5 business days before seeing the refund credited to your account. When you get a chance, please **** your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!


              Wishing you the best on your health and wellness journey!
              Your Noom Support Team


              Customer response

              12/28/2022

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to ensure that both refunds ($161.10 for the renewal transaction that took place on 4/29/2022, and $161.10 for the renewal transaction that took place on 12/27/2022) process through my bank account. If we only see one transaction of $161.10 refunded to our bank account after five business days, I will reach out to the BBB again. So long as Noom processes both refunds I will consider the matter resolved.


              Sincerely,

              *********************



               


              Business response

              01/09/2023

              Hello *****,

               

              Thank you for keeping us updated. We can confirm that two refunds of $161.10 USD each were issued. However, one of the refunds was made on 12/28 and the second on 12/29. There may have been a delay due to the holiday. Please check your statement again and let us know if the second refund is still not visible.

               

              Thanks,

              The Noom Team

              Customer response

              01/21/2023

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for your help with this matter.

              Sincerely,

              *********************



               

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              In November of 2020 I purchased an add on DNA kit to my Noom Membership. I registered my DNA swap to the company called *******. I emailed the company multiple times about my test results. I received 2 responses that said it rakes 6-8 weeks to process the swaps. I completely forgot about this. And than remembered when I saw the app on my phone. I contacted Noom about the test results . They are unable to provide me with the results, my DNA , or a refund. Please assist me in this manner. This company took my money, my DNA(God knows what they did with it) and I want to know what happened.

              Business response

              02/21/2022

              Hi ******,

              Thank you for taking the time to submit your complaint to the BBB. We appreciate your patience and understanding while we work to resolve this issue for you.

              Unfortunately, we don't have any insight into your results or your kit's whereabouts. Noom is no longer partnered with ******, as we've found that their continued lack of customer support has negatively impacted Noomer's experiences, and that's the absolute last thing that we want!

              We've tried issuing your refund, however, it looks like your card issuer declined all of our attempts to complete the transaction. To proceed with the refund, we would need you to please reach out to your banking institution to see if they will accept the refund.

              Alternately, if you have a ****** account, we would be able to issue a refund to you via ******. If you wouldn't mind providing the email address linked to your ****** account, I'll be happy to get your refund started right away!

              Just let us know how you would like to proceed and we'll be happy to help!

              Looking forward to your reply.

              All the best,

              Your Noom Support Team

               

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              Initial trial in Jan 2021 - Dispute started December 6th Company signed my wife up for a free trial, she was uninterested and uninstalled the app before the conclusion of the trial - they have continued to **** since all year - Wife can no longer log in to app to cancel the sub as this appears to be their preferred manner and they haven't responded to contact us form requests on their website SHADY COMPANY has took hundreds from me - DO NOT SIGN UP FOR THEIR TRIAL!! --- Attempting to dispute with amex currently and they are still fighting to keep my **** money, this company is sleezy - had to re-open credit dispute. I am about ready to cancel my credit card to get them off me....they are bloodsuckers.

              Business response

              01/11/2022

              Hi ****,
              Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.


              We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.

              If you wouldn't mind providing the email address of the account in question, we'll be happy to look into this for you.

              Please keep in mind that if you still have an open dispute on the charge, which may be through your credit card company or PayPal. We will certainly issue a refund once the dispute is cleared in our system. However, it can take up to ************************************ PayPal to come to a conclusion on a dispute, and unfortunately, we do not have a way to expedite the dispute resolution. If you can close the dispute or chargeback we will be able to issue you the refund.

              Thanks, again, for your patience and understanding. We look forward to your reply!

              All the best,
              Your Noom Support Team



            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              I cancelled my noom in July 2021. I stopped using it and in November they sent another 14 day trial and I didn't respond. They just started taking the money from my acct . When I had noom before I referred my daughter and they are now saying she has to stop the transaction. She has nothing to do with my noom acct. I just want my money put back and this stopped permanently.

              Business response

              01/10/2022

              Hi ****,


              Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.


              We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.


              I've made sure that the subscription is canceled and a refund for the recent charge of $119.20 has been processed to your card ending in 1836, so you should see that back on your account within the next 2-5 business days. To make up for the trouble you've experienced, I have also processed an additional refund of $119.20, for a total of $238.40.


              Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!


              When you get a chance, please mark your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!


              All the best,
              Your Noom Support Team

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Hello, I'm writing to express my sincere concern with my Noom experience. First, I should say I love Noom and I want to get back on the program. Please see my experience below and let me know if I can be helped. I first had *****, then ******* for a coach. I let ***** know that I had had a stroke. So, I would likely have questions and need some assistance with the program questions. Through the process, ***** suggested that I get a 1:1 coach as she called it. I agreed and then ******* showed up, I had no idea why, ***** did not communicate that he would be the new coach she recommended, he just appeared. I was confused.. When I got him, he began talking to me bychat but I could tell he had not read the notes where I had disclosed my health situation by his questioning. H ewas asking me to repeat my story again Typing is difficult and I asked himif he had read my notes. In our chat, he admitted he had glanced at it but not read it in full. Even after my question, he did no tread it in full. I asked to have a supervisor contact me but no supervisor did. At that point i canceled. So, here is my concern and my hope. My hope is that I can get back on the Noom program and complete it successfully. My account was opened under my email address, *******[email protected]. I need consistency in my coaching and a coach that will read my messages in full for support. I need a coach that will ensure I understand the changes they suggest and are willing to take the time to read my notes to ensure they have the full picture to help with my cognitive understanding of the program. I have support at h ome through my husband, but I still feel that the changes should have been explained in full, especially since I mentioned the stroke. Even without the stroke, it seems that full communication and consistent communication should have been the rule of the program. I pasid $35 for bonus material, as well. I want to do this program, but I Need a consistentcoac

              Business response

              12/27/2021

              Hi *******,

              Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you. It's feedback like yours that helps us make the Noom experience as effective and enjoyable as possible. 


              I completely understand how frustrating it would be for the program to be different from what you expected. We never want any Noomer to feel this way, so I wanted to reach out to see if there's anything I can do to help improve things.

              When you join Noom, you’re assigned a team of two coaches. You get a Goal Specialist and a Group Coach. I'd like to take a moment to outline what you can expect from the coaching experience here at Noom.

              Your Goal Specialist is your one-on-one coach who will help you set and achieve your weekly goals. Expect your Goal Specialist to check in weekly from Monday - Friday during standard business hours (Eastern Time), and to get back to you within 2 business days. Together, you can discuss the highs and lows of your week and adjust your goals if needed. The Goal Specialist is all about accountability. Your Goal Specialist can give you a virtual high-five for doing your tasks, or help you understand the Noom app better. They’ll have access to your food and exercise logging, as well as other Noom app information (like your Big Picture) to help support your specific needs. 

              Your Group Coach comes in around Week Three and will be in daily contact with you and your support group. You and your group will have unlimited access to your Group coach from M-F during standard business hours (Eastern Time). The messages here are more like instant messages or group chat. What this relationship is like is up to you and your group, but people like to share wins, help with struggles, and talk about the Noom journey with the guidance of someone who’s seen many Noomers through to their goals.

              I understand that you're not currently satisfied with your coaching team and I would love the opportunity to make things right. If you'd like to rejoin and try a new coaching team I'm here to help.

              Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!


              When you get a chance, please mark your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!


              All the best,
              Your Noom Support Team

            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              I have not used this service for many months now. I thought I had canceled it. However, I did not. My account was on an auto pay renewal. I asked for a refund because I was not using the app. The company has refused to refund me the money for the service that I have not been using and do not intend to use. I am seeking a refund of $189.

              Business response

              11/23/2021

              Hi ****,


              Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.


              We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.


              I've made sure that the subscription is canceled and a refund for the recent charge of $189.74 has been processed to your card ending in 5019, so you should see that back on your account within the next 2-5 business days.


              Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!


              When you get a chance, please mark your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!


              All the best,
              Your Noom Support Team

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I was going to get this on a trial basis. I was told there wouldn’t be a charge and when I’m tried to cancel this by email or phone I did not get any response. I tried to call them today but would not connect with them.

              Business response

              10/28/2021

              Hi ****


              Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.


              We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.


              I've made sure that the subscription is canceled and a refund for the recent charge of $159 has been processed to your card ending in 0294, so you should see that back on your account within the next 2-5 business days.


              Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!


              When you get a chance, please mark your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!


              All the best,
              Your Noom Support Team

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I subscribed to Noom in 2019 and shortly thereafter, I canceled service April 16, 2019 per their customer service (chat line). Last week, I realized that Noom is still billing me $149 every 3-4 months. Who knew? I need a refund of all charged since April 2019,

              Business response

              10/13/2021

              Hi ********

              Thank you for taking the time to submit your complaint to the BBB. We appreciate you for your patience and understanding while we work to resolve this issue for you.


              We completely understand if the recent charge caught you off-guard! This certainly wasn't intended to catch you by surprise, we always want it to be simple to cancel your subscription and we apologize that that was not your experience.


              I've made sure that the subscription is canceled and a refund for the recent charge of $159 has been processed to your card ending in ***** so you should see that back on your account within the next 2-5 business days. I can see that you haven't accessed your subscription for some time, so I have also processed three additional refunds of $159, for a total of $636.


              Thank you, again, for your patience. We can always be reached via email, chat, Twitter, Facebook, and Instagram if you ever need help!


              When you get a chance, please mark your BBB complaint as 'Resolved'. If there is anything else you need, please don't hesitate to let our Support Team know so we can help!


              All the best,
              Your Noom Support Team

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