AaptivReviews of aaptiv.com

Response from AaptivAug 12, 2018

Hi Zoe! I see that Grecia from our team has been working with you and already issued the refund. Please allow 5-10 days for the funds to be returned to your account. As she mentioned, we're happy to cancel the subscription before you incur a charge as long as you contact us within the 30-day trial period. However, since we didn't hear from you, the subscription rolled into the yearly plan. Apologies for the hassle - glad we were able to make things right for you.

Response from AaptivAug 12, 2018

Hi Nikea - so sorry for the trouble! We are happy to issue a refund if you don't plan on using the app. I canceled your subscription and refunded the payment of $99.99 USD. Please allow 5-10 days for the refund to post. Kindly note, you signed up for the 30-day trial that rolls into a yearly subscription, and we require that you contact us during the trial period if you do not wish to continue with the yearly plan. No worries, we're happy to make an exception for you in this case. Just want to make sure we are clear for the future :) Best of luck with graduation!

Response from AaptivAug 9, 2018

Hi Ashley, I'm terribly sorry for the experience you had. I sent you an email explaining everything in detail but wanted to follow up to this post as well. As discussed, the payment was in fact still pending and the charge never went through. If you look at your online billing statement, it should still be in the pending section. If for any reason the charge ends up posting, please do reach out to us immediately and we'll investigate further. Thanks!

Response from AaptivAug 7, 2018

Hi Joel! So sorry for the poor experience. We're working hard on cancellation improvements and hope to make them available soon. In the meantime, we're happy to assist with a full refund if you don't plan on using the app. I searched our database but don't see any emails from you. Please reply back to your thread and we'll certainly make this right for you!

Response from AaptivAug 2, 2018

Hi Jen - so sorry for the issue. Our business hours are 10AM - 6PM EST and we can be reached via phone at that time. If you receive our voicemail, we'll be sure to give you a call back the next day. It sounds like you signed up through our website directly rather than through iTunes. If that's the case, you must contact us at [email protected] or by phone to cancel your subscription. Feel free to send us an email or call us between 10-6 EST and we'll take care of the cancellation and refund for you! Apologies for confusion around the business hours. I just updated them on our website for more clarity. Our email hours of operation are 10-8pm, whereas the phone line is available from 10-6pm. We typically respond to all emails within 2 hours during business hours.

Response from AaptivAug 2, 2018

Hi Bill, so sorry for the experience you had. It is certainly not our intention. We are happy to issue a refund if you don't plan on using the app - just give us a call during our business hours or leave a message. You can also email us at [email protected] and someone will get back to you within 1 day, though we typically respond within 2 hours. To address your specific question, there are 3 methods to sign up with Aaptiv: Apple App Store (for iOS users), Google Play Store (for Android users), or our website at aaptiv.com (for both devices). If you sign up through Apple, you must cancel your subscription via Apple's subscription management tool. This is because your payment is processed through your Apple ID; Aaptiv has no visibility into your payment or subscription details in this case. Alternatively, if you sign up through the website, your payment is processed by Aaptiv directly and, therefore, you must contact Aaptiv to initiate the cancellation. To further clarify, if your statement says iTunes, you purchased through Apple and must contact them. If your statement says Aaptiv, you purchased through the website and must contact Aaptiv Support. Hope this helps. Please do not hesitate to reach out if you need assistance with a refund and/or have questions about your sign-up method.

Response from AaptivJul 16, 2018

Hi Janna, Thanks for the feedback! I see that your subscription was canceled within 20 minutes of you requesting the cancellation. We understand it's frustrating that there is not a cancellation button in the app, and we're working on it. More to come soon! For now, I can confirm that your subscription was canceled and you won't be charged. Regarding your first point, Aaptiv prides itself on being the leader in audio-based fitness solutions. Our trainers give expert cues and instructions during each workout, which eliminates the need for a visual aid. However, we understand that this can be difficult for beginners or someone who is trying new strength moves. We're actively thinking about a visual component and will let you know if and when we release something of that nature! Thanks again for the feedback. Please feel free to email or call us if there's anything else you need.

Response from AaptivJul 16, 2018

Hi Calvin, I took a look at your account and see that the you were not charged after your cancellation request. I'm sorry if this isn't clear. We never heard back from you so we partially refunded the last transaction as a courtesy and canceled the subscription. I just went ahead and issued a full refund to make up for any further inconvenience. Feel free to give us a call if you have any other questions. Thanks!