Transcript for Noom diet app under investigation by BBB
Now to our "Gma" cover story. A "Gma" exclusive. A new warning about the massively popular diet app noom from the better business bureau. It comes with a free trial subscription but customers complained it's hard to stop that trial before new costs kick in. Rebecca Jarvis has the details for us, good morning, Rebecca. Reporter: Good morning to you, Amy. You know, my favorite four-letter word, free and free trial subscriptions can be a great way to test out a new product or service. But the better business bureau is warning to make sure you really read that fine print to make sure that free really stays free. Reporter: Health and wellness app noom says it can help consumers lose weight through healthier habits. That's why noom is different. Reporter: The company saying it has more than 50 million downloads. But the better business bureau out today with a warning about noom. Consumers seem to be losing more than weight with this program. They're losing money. Reporter: The bbb saying it's received more than 1200 complaints in the past 12 months giving noom a "D" rating. Bbb issuing a warning, customers alleging that the company offers misleading free trials and that subscriptions are difficult to cancel after free trials are Consumers are consistently telling us they have difficulty contacting noom's customer service in order to get a refund. Reporter: Public relations executive Lisa wolf says she tried to cancel noom multiple times after deciding it wasn't for her. Wolf was charged almost $400 in subscription fees over six months. In frustration she tweeted a complaint to the company in June. Noom then giving her a full refund. Noom telling "Gma," the complaints on bbb represent less than 0.03% of the millions of customers who have signed up with noom. We state clearly and in advance the full charges that customers can expect to be billed for that membership. Customers can cancel at any time, no questions asked either by messaging their coach in the app or emailing our support team. So what do you do to make sure you're not getting charged for these free subscriptions? Well, the better business bureau recommends doing some research ahead of time. Check into the company. Have there been complaints in the past? Make sure you fully understand the terps and conditions. You can reach out to the customer service before you sign up. See how they handle it then and finally, don't put a credit card down for anything if you're not prepared to pay for it beyond the free period and, Cecilia, one thing I like to do when signing up for a presubscription that eventually becomes a paid subscription is put a reminder on my calendar a week before that date. That way I can reach out to the company. I do too. We turn to our quaran-dream series.
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