John Hancock Vitality User Reviews

Destiny Mgt Co

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What happened?

I’m here writing a review out of pure frustration. I don’t know where else to take my complaints.
I have LOVED vitality for years now, but lately they are making it impossible to get my points. The EXACT same activities and calories that once counted for points, don’t. It feels like the goal post is getting moved and I have no idea where it is. My husband can burn FEWER calories than I do and get his points. What gives?!
I thought the point was to incentivize people to be active? This makes me feel like it’s pointless to try.
Vitality, please fix this before you lose a faithful customer.

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A.Grant.85

4 months ago

Response from developer

Hi there, I'm so sorry to hear this. This could have something to do with your device syncing or your personal thresholds for Light, Standard and Advanced workouts. The best way to find out what's going on is to call us at 1-888-333-2659. A customer care rep will be able to look into your account and tell you exactly how your activity is translating into Vitality Points. We want you to get the most of the program, and I apologize it's felt frustrating. -JM

Keeps getting worse

The latest version has some good things but the majority of the app is worse. Save your time and just go to the website and forget the app!!!! I like being able to see the points vs max points and I assumed when I clicked to see all I would have gotten all in a similar graph. What you get is a the list but each one takes you to a different place. Sometimes it’s the points attained vs max but others are to submit a form. When it takes you to the submission form it doesn’t tell you if you have already submitted. The app is now worse than before.

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Dbontjes987

4 months ago

Latest version buggy

Since I last updated this app the performance has started to suffer. On certain days, points in the app don’t sync correctly with activity levels shown in the Apple Health App.

The Vitality program is awesome, and provides good motivation to remain active. But when the app doesn’t recognize a workout or activity levels (seemingly at random), it kind of throws a wet blanket on the whole Vitality experience.

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gledford

7 months ago

Response from developer

Hi there, thanks for sharing how we could make your experience better. We've taken this feedback to heart and are working to improve the points syncing experience. In case you ever need assistance, our customer care phone number is 1-888-333-2659. -JM

Never get to spin

The first year this program and app was great. I worked out regularly and won multiple rewards on the spin. Now for the last several months I never get to spin for a gift card. It glitches every time and automatically gives me points before I even get to that page. It’s extremely frustrating. My husband who rarely works out uses the same app and has for the same length of time and never has this issue. Very frustrating. Attempted to do app supply and guess what? It just dumps me into a page that says not found. So convenient. Don’t recommend.

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Cristal's MacBook Air

7 months ago

Response from developer

Hi there, I'm sorry to hear this. I've shared your feedback with the development team. If you need any assistance, the customer care team is ready to help and can be reached at 1-888-333-2659 or support@jhvitality.com. -JM

They Ruined the Rewards System

It used to be every 10 workouts you could spin the wheel for a gift card. Now it’s every week if you hit your workout goal. Which that part is fine, I guess. But I used to win a gift card every few spins. Now it’s impossible. The wheel is programmed to spin around to make you think you have a chance of winning something then land on a points reward adjacent to a gift card to make you think you got close.

So I’m kind of upset at them and like the program a lot less. I’m sure benefits will slowly slip away until there’s nothing there.

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JeffreySimmons

a year ago

This app used to be great

Update:
This app has been working so much better since the most recent update and it looks like all of my previous issues have been addressed and fixed.

I have been using this app for 4 years and it used to work perfectly. Over the last 6 months however everything has been going downhill. The app has stopped giving me credit for half of my workouts and won’t show any of my points accrued over the last month to go toward my Apple Watch payment. I have been on the phone with customer support way too many times over the last couple of months and it just seems like the app is having one problem after another. I have loved the program and have told a number of people to join because if it but I expect the app to work better than it is right now. Please fix this so I stop getting charged incorrectly for my Apple Watch.

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Winny82

a year ago

Response from developer

Hi there, I'm sorry to hear you're not seeing your points award as expected. I see you've contacted customer service several times, and I wanted to let you know we take your feedback seriously and will look into any open cases where activity is not syncing properly. Please let us know if you need anything else at this time. -JM

This app used to be great

I have been using this app for 4 years and it used to work perfectly. Over the last 6 months however everything has been going downhill. The app has stopped giving me credit for half of my workouts and won’t show any of my points accrued over the last month to go toward my Apple Watch payment.
I have been on the phone with customer support way too many times over the last couple of months and it just seems like the app is having one problem after another.
I have loved the program and have told a number of people to join because if it but I expect the app to work better than it is right now. Please fix this so I stop getting charged incorrectly for my Apple Watch.

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Winny82

a year ago

Response from developer

Bummer - was so great!

I've been having issues since April with this app. Unable to get my rewards, error message when I try to spin and no gift cards delivered. The app itself is great but very frustrated at this point. I can never get a tech on the phone despite many requests, emails and sent screenshots and even screen videos about the problems but no one helps and just says that the last escalated ticket was entered incorrectly by the rep and this someone will call me back but they never do. I have been told that 3 times. Hard to stay motivated when I have to waste so much time and energy on the phone fixing this

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EMRhere

a year ago

Response from developer

Hi there, I'm so sorry to hear of the difficulties you've encountered with the Vitality Wheel and gift cards. If you are still waiting on a response from customer service, please let me know. The customer service phone number where someone will be ready and able to help you is 1-888-333-2659. If you have any ticket numbers to share so I can look up your case, feel free to reply with that information here. -JM

App and help desk

I was having troubles getting my app to fully load on my phone. When I called John Hancock Vitality, they were so helpful. Everything was resolved in minutes and I am happily awaiting my tracking device. Meanwhile I am enjoying all the good articles and advice on the app. So far so great!!

Cmeleio

2 years ago

Please fix sleep bug

App is good but seems to have problems recording sleep which is very frustrating when you’re trying to get points for your sleep cycle. This problem has been happening for about a year - would love for them to update the app and fix this bug! Thank you

VictoriousVixen

2 years ago

Response from developer

Hi there, I'm sorry to hear it's not working, and I'd like to help. In the mobile app, please tap Profile, then tap Contact Us. This will allow the developers to look into your account and try to recreate the issue. Thanks for letting us know! -JM