ComplaintsforGYMVMT

• Initial Complaint

  21/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Back in March I changed my auto payment to a **** because my Mastercard was Changing to a different company. I received confirmation and still have the email this was completed back in March 2022. The payment did continue to come out until this month and they gave me motivation now it won't go through and I didn't even realize this happened. Also, I have been trying to expire the since then. They do not respond to any request, but I got a email and text this morning and I tried again to reach out no response. It is like impossible to deal with this company. I have my membership paid by my company in the end so this is not a money thing. It is almost like there is absolutely no customer service and what they do eventually do it not correct. My gym closed and the the one they sent me to after that closed as well so now the travel time is just not worth it to keep this going. I have had this membership under spa lady and they have switched the name of this as well.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 4th 2022 I was hit by a car, I contacted my gym stating that I would not be able to use my membership due to the incident. I was told via email on April 11th 2022 by *************************** that my account would be frozen until I was able to make an appointment with my family doctor. On April 25th I was released from hospital due to complications from the accident and sent ****** the letter I received on April 14th, at this time I became aware that funds were still being taken from my account, and that my membership was never frozen on April 11th. And that the money I had prepaid on my account was taken and charges began to be taken from my account. I called the gym and asked to speak to a manager regarding this, and was told they would call me back. This never occurred and after calling again I was told that the manager was away, and they did not know when she would be back. On May 3rd I received another email from ****** simply saying "please sign and return" of a form which I did. I requested that the funds taken from my accounts be used to close my account because I did not wish to return due to the treatment I received, and was told over the phone "not to worry". Today November 1st I received a text from someone named ***, that my account has an outstanding balance, at 10:10 am I called to explain the situation I was yelled at by the associate and told to stop talking, that I was not telling the truth and would not allow me to speak. I then ended that call, I would not tolerate being spoken to in such a manor, and did not want to continue to try talking over him. I called *********** at Calgary place, and again was told that what I was saying was not true, I now have to pay another ****** to cancel, even though now with my disability I am not able to access the gym, and the funds I prepaid were taken and I was charged after being told my account was frozen. I either want my money back that was taken so I can pay, or the funds be used to close the account.

• Initial Complaint

  31/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Thursday August 25th I arranged a contract with my trainer in regards to starting a plan beginning on September 15th in which she emailed member services to ensure payment would not be taken from my account. I look at my bank account September 25th and money has been withdrawn and put me in my overdraft. Since then both her and the manager of the ********* location have reached out to member services multiple times with no response. Taking that large of a sum out of someones account when arranged other wise is bad business, not to mention not responding to your own internal emails. Not only has this put me in a difficult financial situation this has left a bad taste in my mouth. I want to train and continue my services but as stated this was not within my financials means until September 15th.

  Business response

  13/09/2022

  Our understanding is that we resolved the members issue and she would have withdrawn this BBB complaint last night (Tuesday, Sept 6, 2022).

   

  Thank you,

• Initial Complaint

  25/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had signed up at Edgemont ******* location exclusively to play squash at the club. During the pandemic, ******* decided to close this location, which also happened to be the only facility with squash courts. Upon hearing of this news, I went to ******* to end this membership as there was no use for me for this membership and I do not and did not use any of the other services provided by *******. Instead of agreeing to end the membership because ******* was the one to close down the Edgemont club, they moved my designated club to the North Hill ******* location, which does not offer squash (no other ************ in Calgary offers squash). How does it make sense to force a customer to pay for a service the company doesnt offer any longer and offering no way to the customer to end the membership? If ******* Edgemont location was still open, I would have happily abided to the membership terms, but ******* was the one who failed to abide by the terms and shifted the blame to the customer. It has been over a year since I have been trying to reason with this company to end my membership because ******* backed out of the agreement and have had no avail. * **** **** ****** *** ******* *** **** **** ******** ** *** ***** **** ****** Please assist us in bringing justice to the customers as this type of unethical business practice should not be allowed to continue.

  Business response

  25/07/2022

  Dear *****
  
  Your membership agreement was transferred to the North Hill location when the Edgemont location closed in accordance with your membership agreement. Your agreement also outlines that from time to time some services may change and that you were still within your initial agreement term. We can see that youve had conversations with the office and the club and weve assisted you with cancelling your membership using the Early Cancellation Fee that has allowed you to exit your agreement early.
  
  Best *********************************** ****** Services

• Initial Complaint

  25/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4, 2021 I called ***** ****** ***** to put a freeze on my account because I knew I was not going to be able to exercise for a while. I spoke to a *************************, I know her last name because after my call, she emailed a receipt confirming the account freeze. Yesterday, March 23 2022, I got a call from my bank asking if I did some transaction so I went into my credit card account to check. I found that GYMVMT has been charging me since last year without my consent. Yesterday afternoon I went straight to the gym to let them know what's been happening and they denied that my account was on a freeze. They offered 2 months of membership for free but I have paid over $1,000 without using my membership once. I either would like a full refund OR sufficient credit for the amount that I have paid.

  Customer response

  25/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I appreciate you getting back to me and I apologize for opening a claim through BBB but I did try to seek more help in person without luck and tried finding a contact online.

  
  

  I understand now that the gym had closures but I called in to ask for a freeze on my account. This freeze was not an automatic freeze due to freeze-closure. I asked the girl if the account would be reinstated automatically and she said no. Not once it was mentioned to me the existence of freeze closures during our conversation. Also, ******** is the document sent to me after my request. Nowhere it says that the account will be reinstated in one year, nowhere it says an end date to the request to freeze my account.

  
  

  Besides that, early this week, the girl that offered the 2 months free of charge showed me the screen and in the screen I could see some "freeze-closures" and some "freezes" as well. I asked her and she said there were attempts to freeze the account. Is it possible that the first girl I talked to in 2021 either didn't submit the freeze or did something wrong? To me that is proof that there was a freeze request and I can't be blamed or charged for something out of my hands.

  
  

  To add to all of that, even though I was offered 2 months free of charge, I got charged again today. What is the explanation for this new charge?

  
  

  I am not looking to get refunded but all I am looking for is a credit to my account equal to what I was charged.

  
  

  Sincerely,
  
  ***************************

  Business response

  25/03/2022

  Dear ******,
  
  You were offered a complimentary closure freeze while the clubs were closed due to government mandates, however once the clubs were permitted to reopen all courtesy closure freezes ended and normal ******** resumed as the clubs were available for use once more. We do have paid freeze options available if you wish to go on an additional freeze, however there is a maximum freeze length as this option is a courtesy and not intended for agreements to be frozen indefinitely.
  
  If you have been unable to use the club for reasons of travel or medical, we have a ******Membership Credit Request program that can help you get back a credit to your account for some of the time you have been paying but were unable to use the facilities. The club can assist you with that program and submitting your request with the appropriate documentation.
  
  Best *********************************** ****** Services

  Business response

  29/03/2022

  Dear ******,
  
  We do not offer any freezes longer than 12 months so no freeze would have been available past that length of time. All freeze requests are subject to *********** approval and no freeze can go beyond the freeze policy maximum length. If you are concerned that the information you received from the club staff member was incorrect, you can raise those concerns with the General Manager of that location who can review further with the staff member about the conversation. Unfortunately, as noted above since freezes cannot exceed the policy your membership resumed in accordance with the freeze rules.
  
  We recommend again reviewing the Membership Credit Request program at the club to see if you qualify to get back credits to your account some of the time that you were unable to use the facility for the two acceptable reasons of travel or medical. These are the only two reasons for this program however,as we wouldnt be able to provide a credit for just not using the club when your membership was active, billing and the club was accessible.
  
  Best ****************************************** Services

• Initial Complaint

  25/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for a membership with GYMVMT Northgate on December 16, 2021. I was supposed to be signed up for a specific membership that a friend of mine had a deal for that was $19.95 biweekly, 1 location, and NO contract, ONLY MONTH TO MONTH. I mentioned this to the girl i was dealing with multiple times and she kept agreeing that this is the membership she was signing me up for. Once i left the gym after signing, i got a copy of the agreement (which she wouldnt show me beforehand but kept telling me that it was correct) WAS NOT CORRECT. I was put on a 12 month contract at 1 location. I asked about this and the girl was extremely rude and said oh well, nothing we can do now. Less than a month later, I was contacted by the gym manager about free training sessions i had (which no one even let me know about when signing up, they just pressured me to buy training sessions and were super rude and hostile when i said no) i told the manager about my experience and how i was signed up for the wrong membership, she asked me to book an appointment. I let her know i had covid and was unable to go into the gym (contracted covid December 26, 2021) and she never responded. A few weeks later i contacted her again to ask if i could still come in to change my contract and she said no because i was past my ******************************* to do, come into the gym covid positive? I have been unable to go to the gym since getting covid as well due to breathing and heart problems so have been paying for 3 months. I am stuck on a year contract because of THEIR mistake and have only been able to use the gym once, the day i signed up. Not only that, but GYMVMT closed BOTH locations on the west end of ********. THIS is why i wanted a month to month contract. I want out and i AM NOT paying $100 cancellation fee when this was the gyms mistake. NOT mine. I would like my contract ended without a fee and a refund for the months i have been paying unable to use my membership.

  Business response

  25/03/2022

  Dear ******,
  
  The Membership Agreement you had signed and agreed to outlined that it was a multi-club plan that had a 12 month initial term. The reason we have agreements in writing with both your signature and your initials is to ensure you are clear on the terms and conditions of the agreement you are enrolling with. You approved this agreement so you would need to complete your initial 12 month term prior to being able to cancel and we would not be able to offer a refund for past charges that were due. As an alternative option, we have the Early Cancellation Fee that you had noted in your message that you can pay in order to exit your agreement early.
  
  We do have different policies in place that can be used to get back some of the time that you couldnt use the club due to medical reasons. Weve encourage you to ask the club about the Membership Credit Request policy that could help you receive credits for time away due to medical reason.
  
  Best *********************************** ****** Services

• Initial Complaint

  23/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership via phone call with GYMVMT in April of 2021. My final payment occurred on April 23, 2021. On June 21, 2021, GYMVMT resumed charges on my account without authorization. This is shown by the absence of payments between April 23 and June 21 (see documents ********). After numerous failed phone call attempts, I emailed GYMVMT on August 22, 2021. The email stated no further action was required on my part. Unauthorized bi-weekly payments continued on my credit card from June 21, 2021 to January 14, 2022 (see ********). I was forced to report my credit card lost/stolen to stop further payments. Two weeks after I cancelled my credit card (January 29, 2022), I was able to get in contact with a representative for GYMVMT. **** ******* agreed to refund some (but not all) of the charges. They attempted to process a partial refund using my credit card information on file. The transaction was not processed because I had cancelled that credit card. I do not agree to this partial refund. This is unacceptable. I am seeking a refund for all unauthorized charges by GYMVMT between June 21, 2021 and January 14, 2022. The total for these charges is $641.55.

  Business response

  28/02/2022

  Dear *********,
  
  Your membership agreement outlines that in order to cancel your request must be in writing with 30 days written notice. We are unable to accept verbal cancellations so any request to cancel over the phone would not be able to be processed on your membership. Your web form submission on Aug 22 was considered written notice and we were able to backdate your cancellation request to that date, which still required 30 days notice.
  
  We can see that due to an error, you had continued billing after your 30 days notice were charged and have prepared a refund for those additional charges that had incorrectly billed to you thereafter. Your membership is now closed however your refund is pending for you to connect with either the General Manager of your club or the Member Services team to provide a new Form of Payment as we are unable to send a refund to your prior cancelled credit card .
  
  Best Regards,
  
  Justin
  Director, Member Services

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a gym membership with GYMVMT in Midnapore a couple of months before the pandemic began and then all of the gyms were shut down because of the lockdown but GYMVMT kept taking money off of my credit card even though I could not access the gym. I called them and they said they would put a credit on my account of $150 in 2021. Then as the gym opened I tried to put a hold on my membership because I am a nurse and my company said we weren't allowed to go to public places because of COVID, so GYMVMT said I needed a letter from doctor to say I couldn't go to gym during the pandemic. I got a doctor's note and the payments stopped but in January 2022 they payments started coming off my credit card again. I tried calling them but they said due to the number of calls everything was being dealt with by email. So I emailed them through their contact page with no replay. So I looked at my contract and it says I can cancel the contract with 30 days notice by sending a letter to ******************************, *** ******** **** **. Calgary. So, I put together a letter with all of the required information to cancel my contract and I spent the $11.25 to send it registered mail but *********** just return my unopened registered letter back to me yesterday. I don't know what to do to get these guys to stop my payments and cancel my contract. I want my money returned since at least the beginning of January 2022 and I want my contract cancelled. This is outrageous that I can't even call them. Reading the complaints on this company it seems very common place that they do this to everyone. I have no problem paying for a legitimate service but this is basically ********.

  Business response

  14/02/2022

  Dear ****,
  
  When your 12 month freeze ended your membership resumed billing. Your biweekly dues first used up the credit on your account that was provided to you as a courtesy and then proceeded to **** your form of payment as you had access to use the club at your convenience once you were unfrozen in October 2021. Your membership agreement outlines that the best way to cancel is to visit a club location and they can assist you as well as Registered Letter. Although our *********** has moved, we will review with *********** why your registered letter did not get automatically forwarded to our new office.
  
  Cancellations require 30 days written notice to process. If you can provide the *********** registered letter confirmation paperwork we can look to backdate the cancellation request date based on the date we ought to have received it in the mail. In the meantime as a courtesy, we can offer to waive your 30 days notice today and process your cancellation effective today with no further charges to give you time to send us the Registered Letter documentation.
  
  Best regards,
  
  ******
  Director, ****** Services

  Customer response

  17/02/2022

  
  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.Please end my account immediately and I agree the matter has been settled. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a gym contract (or so I thought) with GYMVMT. During COVID I had decided to freeze my account with them twice, after the second freeze (paid $50 to freeze the second time) I decided I wanted to cancel it. I called the gym & was informed they couldn't find a contract for me so there was nothing to be cancelled. This was I believe Nov or Oct ****************************************************** phone until Nov 2021 when I was called and told I had an outstanding balance of about $152 with *********** to creditors. She also told me if I re-sign up for a whole new membership they will wave any outstanding fees. I informed her that I had tried to cancel but was told I had no contract to cancel. She told me that she also could NOT find a contract for me but that I had an outstanding balance, I questioned how if she is now the second person to tell me there is no contract. I then received and email from a different person on Tues Dec 28, I phoned the person (listed as ******* Services) he advised my contract was completely terminated, all outstanding balances were voided, he apologized for all the confusion & said I now have a $0 balance. I received ANOTHER email from someone else stating I had an outstanding balance. They also attached a document that I have never seen before,with what looks to be my ****** signature. The signature on the document is not at all my signature or how I even initial. I responded to this email & was advised to contact ****, which I did. She told me apparently there are two people with my name who have contracts at this location! What are the odds. She said she would call me back that evening after figuring it all out. It has been about 2 weeks now. The prev person from ******* Services confirmed my name,address,phone when he advised I have a 0$ balance and terminated contract. I'm now confused if an employee there ****** my signature or if someone is actually using my information!Thank you in advance for your help!!

  Business response

  11/01/2022

  Dear ******,
  
  In order to cancel properly you needed to ensure your account was in good standing and then submit a written request to cancel and provide 30 days notice. As you had indicated, you had placed your account on a freeze a number of times however all freezes end and then normal ******** resume. Your membership dues resumed however your credit card stopped processing payments and your account became outstanding.
  
  There was a duplicate account in our system that was a result of just a second record being created when you original joined by the club,which has since been closed. As that was just a duplicate account, it did not have your membership agreement attached to it which is why there may have been confusion. Your proper account was barcode ******* which is the account that you had enrolled on with your membership agreement in 2019.
  
  You are currently outstanding $******. The club can offer you the opportunity to have those charges dropped to $0 if you are willing to rejoin the club. Alternative, you can work with the ******* Services team in the office who can be reached at ********************************* in order to address your balance outstanding.
  
  Best *********************************** ****** Services

  Customer response

  11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I had tried to cancel my contract properly and was told by an employee on the phone that I could not because they could not find a contract for me. This was not my error, I did try to take the proper steps and was denied by an employee even after giving the numbers listed on my scan card and my name. I did not create two account for myself, again an employee error. I am willing to pay the $99 cancellation fee as I had planned to in the first place, I will not be paying $152 for a contract I had tried to cancel and was told no.

  
  Sincerely,
  
  *************************

  Business response

  13/01/2022

  Dear ******,
  
  Weve outlined in our prior response that you do still have an agreement on file which is required to have the outstanding balance paid and resolved and your cancellation submitted in writing with 30 days notice. We apologize for the confusion when you had spoke to an associate regarding your account, however weve clarified that you do have an agreement and that needs to be cancelled properly.

  
  Wed again recommend reaching out to ********************************* to work with them on some options they can offer to help you cancel your membership as they may be able to assist you in resolving the balance in a way that works for you.
  
  Best *********************************** ****** Services

• Initial Complaint

  15/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member of GYMMVNT prior to COVID. My account continued for the first few months of COVID at which time I stopped by the Calgary Place location and requested my account be put on hold. GYMMVNT sent a text message on December 15, 2021 telling me I had a balance owing on my account. There was a subsequent phone call. I asked my account be closed and no further contact from the company.

  Business response

  20/12/2021

  Dear ****,
  
  In order to cancel your membership properly, you would need to submit a request in writing with 30 days written notice, in addition to having no outstanding balance. Your membership is currently past due. We recommend connecting with our *************************** who have reached out to you to work through your unique situation and see what options they can offer you to properly resolve your membership.
  
  You can contact us at *********************************.
  
  Best Regards,

  
  ******
  Director, Member Services

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩