Signed up for Wellhub to access one specific gym. Silver Tier ($89/mo). Checked in day one, no issues.
Day two I show up and I’m locked out. Overnight they moved my gym to a higher tier (Gold) with zero notice (no email, no in-app notification, nothing). Because I had used it the day before successfully, my internal membership with the gym had gotten set up. Gym didn’t recognize the issue.
Gym scanned me in, and then I get informed that I gotta pay the gym membership and an annual fee ($299.99 + $200) but no big deal because “it’s an issue that Wellhub will sort out” according to the concierge that has been dealing with them a lot lately. They scan my card, it rings up as $0 because Wellhub, and it’s all good.
Turns out it’s not all good. Wellhub ended up declining access to the gym and when I tried upgrading, the gym simply disappeared from Gold and re-appeared in Titanium Tier, so I’m looking at crazy fees for a gym I would’ve otherwise never gone to in the first place. Nothing is stopping them from doing this indefinitely either, you could keep upgrading tiers for a gym and they are under zero obligation to ever tell you when it moves.
Getting in touch with customer service or any actual human was not easy, and even so I was only able to get one email response to a ticket that was generated via their chat bot. I had honestly asked for a reasonable resolution, maybe be grandfathered the access or at the very least ride out the month I paid for, get proper notice, then make an informed decision.
Instead they just built a little fort out of their terms and conditions and cancelled my account icing me out of the loop. So I guess this is more of a PSA that Wellhub can change their pricing, their tiers, your access, your account/membership, etc. without having to tell you. Their terms of service exist to protect them, not you.
TL;DR: Wellhub moved my gym to a higher tier overnight without notice, I got hit with fees, and when I contacted support they cancelled my account without letting me know and called it resolved.