Complaints

This profile includes complaints for Club16 Trevor Linden Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Club16 Trevor Linden Fitness

  103 6329 King George Boulevard Surrey, BC V3X 1G1

• 

  Club16 Trevor Linden Fitness

  32560 Simon Ave Abbotsford, BC V2T 0G7

• 

  Club16 Trevor Linden Fitness

  104 15355 Fraser Hwy Surrey, BC V3R 3P3

• 

  Club16 Trevor Linden Fitness

  7155 Kingsway Highgate Village Mall Burnaby, BC V5E 2V1

• 

  Club16 Trevor Linden Fitness

  50 1055 Canada Pl Vancouver, BC V6C 0C3

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:24/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased in cash in July 2024 a package of 36 personal training sessions, to be used roughly 1 session per week within 9 months. However, in February 2025 I moved from ***********, where I lived and the gym is located, to ******* where there are no Club 16 gyms. I requested a cancellation of my membership and a refund for the 19 unused sessions. The personal training manager said the refund would take 4-6 weeks to get to me and confirmed that I would be refunded for the 19 unused sessions. However, after 3 weeks of providing all documentation they requested to prove I moved, I emailed the manager to follow up since there was no updates from them, and they told me that the refund was issued and the check would take 4-6 weeks to arrive. So, much more time than they had initially promised. Moreover, the gym is holding a 30% administration fee in the amount of $448.88. Nowhere in the agreement I signed with them says that they charge such fees. In none of my emails from the Club ********************** from the manager I was informed of this. I tried to find this information on Club 16 website and policies and couldnt locate the information. So, I would like to make a complaint against the gym for abusive hidden charges. I refuse to pay this huge amount and I want to receive the refund that I was promised and that is fair.

  Business Response

  Date: 25/03/2025

  Thank you for voicing your concerns. I can see that your refund is being processed in the amount of $1047.37. The 30% fee is not listed in the membership agreement or our website as it is not strictly a Club16 policy, but a clause in the BC Business Practices and Consumer Protection Act under consumer contracts.

  Customer Answer

  Date: 25/03/2025

   
  Complaint: 23097092
  
  I am rejecting this response because you cannot partially make use of the BC Business Practices and Consumer Protection Act. The act clearly states that theres a timeframe for the refund to be processed. We are well past that. If you are indeed exercising your right of charging me the 30% admin fee based on the Act, you should also abide by the responsibility to refund me within the time period established by the Act.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 26/03/2025

  Hi, 

   

  Thank you for your response. After connecting with the management team, I can see there may have been some miscommunication on the refund process. We will be mailing out your refund in full (minus the sessions used, but we will not be removing the 30% processing fee.) 

  Thank you, and if you have any other questions please feel free to reach out to the *********** location.

  Customer Answer

  Date: 27/03/2025

   
  Complaint: 23097092
  
  I am rejecting this response because as per the Customer Protection Act you must provide the refund within 15 days of the cancellation notice. My cancellation notice was given on February *******. Your team was rejecting all my address change proof, but I eventually sent a long list of documents to prove my address change on February 27, 2025. Then, your team ghosted me for 3 weeks. I still havent received my refund as per today, March 27, 2025. This situation is extremely disappointing and disrespectful and the fact that you are charging the 30% but not abiding by the responsibility as per the act shows that you are not acting in good faith. I will be escalating this issue with Customer Protection.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 28/03/2025

  Thank you for the response. 

  Per our terms and conditions the personal training packages are non cancellable and non-refundable outside of the 30 days. However as a courtesy we do offer a refund if the member has moved and can provide valid proof of move. In cases where proof of move is rejected it would typically be because it is not accepted proof of move to process the early cancellation and refund. 

  The cancellation and refund process does begin once both valid proof of move have been received. As I reviewed your file I did see there was some back and forth on the proof of move (which is normal is an approved proof of move was not received) however as we do want to work with you on this matter, we will not be holding back the 30% administration fee. 

  Customer Answer

  Date: 28/03/2025

   
  Complaint: 23097092
  
  I am rejecting this response because I have asked multiple times for your staff to provide me with any policy that confirms this information. I am getting a lot of conflicting information since none of the information you mentioned above nor any information I was provided by your staff are present on the agreements I signed. I searched in your website for policies on cancellation and nothing aligns with the information you just provided. Could you please provide me (a link or pdf via email) with the policy you mentioned in your previous message?
  

  Further, it seems that in every response from you there is a new reason or excuse to be addressing the fact that you are not respecting the Act in regards to the refund timeline. Again, I am not understanding why you are failing to fulfill your obligations as per the Customer Protection Act but are insisting on exercising your right to change the 30% fee. I believe that a business that acts in good faith and with integrity would not do that. They would observe the laws in full. 

  I would like to let you know that this situation discouraged to continue my relationship with Club 16 and I will not be returning to the gym this May as planned. 

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

  Business Response

  Date: 01/04/2025

  Hello, 

   

  There is no written policy for cancellation on personal training agreements and this is because Personal Training agreements are non-transferable and non-cancellable after ************************************************************************ July 2024 . As you have moved, the club has agreed to a refund on any unused funds, however in exchange for this exception 2 proof of move were requested from you by the location - this is a courtesy offered when a member can provide the requested documents, as officially the PT packages are non-refundable. 

  After reviewing your file I can see a refund was offered and as this was offered and not mailed out to you within 15 days, we are in agreement that you will not be billed the 30% administration fee. This was stated as well in my previous responses. You will receive your refund in full, less any services used. No additional fees are being removed from your refund. 

• Initial Complaint

  Date:05/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Club16 Trevor Linden Fitness due to misleading sales practices, unauthorized charges, and unfair cancellation fees. In July 2024, I signed up for biweekly personal training at $53.54 per session. In September 2024, I purchased a lump sum package ($945 for 12 sessions) after being told it was a better deal and would prevent future price increases. At no point was I informed that my biweekly charges would continue after this lump sum purchase. I reasonably believed that my previous plan would end once I used the sessions I had paid for. However, after my initial training package ended, Club16 continued to bill me $53.54 biweekly without my knowledge or consent. Over several months, I was wrongfully charged at least $535.40, and these ongoing charges were never clearly disclosed when I agreed to purchase the lump sum package.Due to job relocation, I requested to cancel my membership in January 2025 and was initially informed that I would need to pay for one additional month of membership and a $75 cancellation fee. However, after submitting my cancellation request, I was unexpectedly charged an additional $95, which was never previously disclosed. In total, I was required to pay for an extra month of membership, a $75 cancellation fee, and an additional $95, making the cost of cancellation significantly higher than what was originally stated. Even after initiating cancellation, Club16 has continued billing me biweekly despite my explicit request to stop all charges.I am seeking a full refund of $535.40 for the unauthorized biweekly training charges, a refund or waiver of the $95 cancellation fee, and an immediate stop to all future biweekly charges. Additionally, I request a review of Club16s deceptive billing and sales practices to prevent this from happening to other customers. I have already submitted a formal complaint to Consumer Protection BC and am escalating this matter to ensure accountability.

  Business Response

  Date: 11/03/2025

  Thank you for your email. After review, it looks like you purchased a financed PT package in July 2024. This package cost for 24 sessions is $1,392.30 financed over 26 payments (you would be paying for this package for one full year until July 2025. You have used all 24 sessions and there are 9 payments remaining on this package to complete the agreed upon payments.)

  Your paid in full PT package purchased in September 2024 was $945 for an additional 12 sessions. This package is completely separate from your first financed package that was purchased. Both packages are payable in full. 

  As your membership is in a term until July 2025, 30 days notice is payable as well as the buyout fee (per section 19 on the Terms and Conditions) I can see you have paid the buyout fee of $75+tax on February 1, 2025. Your final 2 biweekly dues of $10.48 were billed on February 8th and 22nd. I cannot see a charge of $95 however if you would like to forward me your bank statement showing the charge I would be happy to look further into this for you. The buyout fee ($75 + tax) and 2 final biweekly dues ($9.98 +tax) do total up to the amount of $94.96, however I can see these were only charged once, and each payment was billed on a different date. 

  If you have relocated more than 30 KM away from any of our Club16 locations, and can provide 2 valid proof of move showing this, we can review your buyout fee.  Accepted proof of move include: Utility bill gas, hydro, electric, Change of address with Canada Post, Recent change of address on drivers license, Rental or lease agreement/purchase agreement, Land line telephone bill, Pay stub/job or school acceptance letter, ICBC Insurance documents - we do require 2 proof of move. 

  I have attached all documents and agreements for your review. 

  thank you, 

  Customer Answer

  Date: 13/03/2025

   
  Complaint: 23026412
  
  Hi Club16,
  
  I should have asked your staff to print the contract for me to read before signing on the machine, rather than trusting what they said. That was my mistake.
  
  However, I wish this critical information had been properly shared with mewhether by my trainer, who encouraged me to buy more sessions, the staff who sold me the package, or the person handling my cancellation, all of whom gave the impression that my monthly payments would stop. Instead, I was misled at multiple stages.
  
  This is a deceptive business practiceyour staff say one thing to gain trust but present different terms for signing. I take responsibility for not reading what I signed, but will Club16 accept responsibility for hiring staff who fail to provide accurate information? (I assume this was not intentional.) You know that I cannot prove any of this, as everything was said verbally, not in writing. This is not faircustomers should not be placed in this position.
  
  I have also attached the invoice you provided, showing a $95.96 balance due, which only adds to my frustration.
  
  I expect a reasonable resolution to this matter.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 14/03/2025

  Hello Bita, 

  Thank you for providing the cancellation document. The $95.96 quoted on the cancellation form is for your final two payments of $10.48 as well as the buyout fee of $75.00 (which is calculated on the form pre-tax - the total amount after tax is $78.75). This was not double charged as these invoices were paid respectively on February 8th ($10.48) February 22nd ($10.48) and the buyout fee was paid on February 1st ($75+tax) by you in the location on the date you cancelled. 

  All of our staff members in club are trained to go over the membership and personal training documents in detail with members with price presentations and by answering any questions you may have at the time. As you have noted this is all a verbal conversation, and I cannot speak on your experience as I was not present, however all signed agreements are emailed to our members upon completion (I have attached a screenshot from your account showing the trail of these happenings). All members have 10 days from signing to review the agreement and cancel with a full refund and this is noted on the front of the agreements as well under "Consumer's Right to Cancel".

  After reviewing the situation, it seems that all procedures were followed properly in assisting you with your membership and personal training agreements.

   

   

  Customer Answer

  Date: 14/03/2025

   
  Complaint: 23026412
  
  Dear BBB,
  
  This process has been emotionally exhausting, and I am tired of the back and forth. Club16s response does not resolve the issuethey refuse to acknowledge how their misleading sales tactics led to unexpected charges.  I want BBB to hold them accountable for their deceptive practices. Whether through a refund or a public record of their misconduct, I need this issue to be acknowledged.

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

• Initial Complaint

  Date:23/01/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is ****** *******. I am 59 years old and I work as an Education Assistant with the ********************************I have two hurniated disks in my neck from a skiing accident 12 years ago. I also have a bad right knee with a Bakers cyst on the back of my knee that is quite large at 10 cm when inflamed. I have been going to Club 16 for several years just to use the Cardio Equipment and to stretch but I could not do much more because of my injuries. I really wanted to be stronger as I age so I bit the financial bullet and paid for a Professional Trainer to help me.On 01/06/2024 I hired a Trainer and payed for 12 Training sessions with a Trainer at Club 16. When I signed up I did an intake with, ****** *****, the manager of "Trainers" at Club 16. I made sure ****** aware of my knee injury as well as the hurniation to my C6, C7, I even provide an MRI Image and Letter describing my neck injury. My knee at the time of initial training was inflamed so the lower body excercises that were created for me were moderate and it was more my back, stomach and upper body excercise that were given to me. Unfortunately, I had continuous dull headaches that increased to migraines (not to vomiting stage) lasting at least two months post training. I went to see my Physio and I was crying from the headache pain I had been dealing with. My Physio told me that the excercises given to me by the trainer were a long way away from where I should be. I also, connected my trainer with my physio and he gave her some advice on treating me but it's not sustainable for me to pay for him to tell her what excercises I can do, this is what I have paid her to do and she clearly does not have the qualifications. Club 16 has now tried to pass me off to another trainer who the stated has a "physio background" but after reading her bio she does not have any background.I am hoping you can help me get my money back. Thank you.

  Business Response

  Date: 28/01/2025

  Thank you for voicing your concerns. 

   

  I have connected with the management team in regards to your account and it looks like the last communication we have on file stated you would like to wait until after Feb 3rd to try a session with the new trainer so you can see your physiotherapist again. I will have the manager reach out to you directly to assist you further with this in case anything has changed on your end with this. 

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22844347
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 22844347
  
  I am rejecting this response because:

  Please see attached response
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/02/2025

  Hi, 

   

  I am unable to view the attached response (see attached image). 

  Business Response

  Date: 07/02/2025

  Thank you for the quick response - this is still not loading for me to view. If you can send in a word or PDF file possibly that would help as I am only seeing a black screen. 

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 22844347
  
  I am rejecting this response because:

  Please see attached
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/02/2025

  I am not able to view what you are attaching. Please see the image I have attached which is what your upload is appearing as. If you can try saving this to another program I can try to review. 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 22844347
  
  I am rejecting this response because:

  PLEASE SEE ATTACHED DOCUMENT
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:20/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract for 12 months. The contract is over. At the bottom of my contract it says to contact ABC Fitness via email or phone to cancel your membership once your contract is up. I have called and emailed for a period of just over 3 weeks now with no response. The club manager called me but when I called back they said he was unavailable. The club then emailed me and said I could not cancel over the phone or via email and had to come in, in person. My contract does NOT state this. I also am unable to go in person due to caretaking for a terminal family member. I asked to give the 30 days notice and then be told confirmation of when my pass is cancelled. I am still currently being charged and cannot get a hold of anyone to cancel for over 21 days now.

  Business Response

  Date: 21/01/2025

  Hello ******, 

   

  Thank you for your communication. I have reviewed your account and I cannot see any emails to cancel on your account, however I can see you reached out to connect with out ******* manager *****. He has tried to call you twice and left a message on January 13 and 16 as you were not able to connect directly with each other. I have cancelled your membership with immediate effect, and you will see no further dues charged to your account. If you can forward your earliest request to cancel documented in writing to *************************************************************************** we can review this further for any refund owed. Please note, 30 days notice from your cancellation request date would apply. Thank you, and we look forward to hearing back.  

  Customer Answer

  Date: 21/01/2025

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son opened an account at club 16 in **********. He stopped using it in August as he was returning to school. He thought he'd cancelled the membership as he spoke to an employee at the front desk but it didn't happen. ABC Fitness called me at home saying there were $246 in charges on the account. Most of this was in late fees. They had an expired CC on file. Even though I had noticed ABC fitness had called previously, I assumed it was a scammer call as I didn't know ABC and Club 16 were the same. I should point out that at no time did *** leave a courtesy voicemail letting me know something was up with my account. The *** at *** did not want to help me and suggested I go to club 16. When I called Club 16 I was told that they might be able to refund four late charges. I asked for them all to be waived. When I went in the manager of Club 16 waived a couple of late fees. Big deal! The excuse was "ABC Fitness won't allow that". That is not true as I also have been dealing with *** who have advised me to go through my local Club 16.Obviously someone is not telling the truth. To add to this I was changed me a $25 cancellation fee which when I inquired was never on any contract. I think a little courtesy here is in order since no one ever called to say, "Hey your credit card has expired." What to I want? A full refund of all of the late fees. For reference my son's name is ****** **** and the phone number on the account is ************

  Customer Answer

  Date: 05/12/2024

  I have attached a letter signed by my son, ****** ****.  

  Business Response

  Date: 11/12/2024

  Thank you for your communication. 

  The first cancellation we have in writing on ******** account was in November 2024, when his membership was cancelled. We do not have a cancellation fee on agreements that are not in a term, however we do require 30 days notice for all cancellations - the $25.16 was for the final 2 payments to fulfill the 30 days. As all cancellations are needed in writing, if ****** can provide any prior cancellation request we can review this further. 

   

  After reviewing the account, I can see *** had tried communicating with each missed payment by calling the home and mobile phone on file (please see attached) with no answer. There were attempts made to try and update the information as well as have the missed payments made to bring the account up to date. It is also member responsibility to ensure their billing information is up to date for membership payments. As stated on the agreement, each missed payment is subject to a late fee, and these are none refundable. 

  We cannot offer a refund on the late fees, however I can leave notes on ******** account, if he would like to join anytime in the future we can waive the joining fee of the enrollment, and card fee. Please let me know if you would like to accept this offer and I can add the necessary notes. 

   

  thank you. 

  Customer Answer

  Date: 17/12/2024

   
  Complaint: 22644323
  
  I am rejecting this response because:

  Club 16 has offered sonething that would've been offered regardless. I looked over the sheet but at no time did *** say they were affiliated with Club 16 or that my ** had expired or else I would have called them back immediately.  Here is a simple compromise: Since it was under my CC, when my account is up how about waiving the annual fee on my account? That or I will simply cancel and go elsewhere once my year is done. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 18/12/2024

  Thank you for the response. To remain fair and transparent to all members, the annual club enhancement fee cannot be credited. However I do want to work with you on this matter. 3 late fees were already waived from the account. We can credit 3 additional late fees to your account for a credit amount of $63.00. If this concern is closed as accepted I will know you would like to proceed with this offer, and I can process the credit on your account, as well as confirm with you via email when complete. Thank you. 

  Customer Answer

  Date: 18/12/2024

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my membership as I was going out of province for school. I went in person to do so, gave an employee my information and they said they would cancel it for me. Almost 2 years later I am getting calls about them requesting money from me since the credit card that was used to pay for the membership had expired. I explained my situation and they said that since there was no email evidence that I would have to pay the fees and they would keep adding fees until I had done so. Since I had gone in person and spoken to an employee, there is no evidence of me requesting a cancellation, I feel as though I am being scammed and would like for as much of the charges to be waived.

  Business Response

  Date: 14/11/2024

  Hello ****, thank you for bringing your concern to our attention. I have reviewed your account and I am not able to see a cancellation on file. If you emailed this to the team or have any written documentation (as in club you would have signed a cancellation form as well) please forward this to us and I would be glad to review further and back date the cancellation. Without this I cannot retroactively cancel the account, however I would be happy to work with you on the balance. Currently there is a balance of $243.60. If you would like to make a one time payment on the account I can reduce this for you so the amount payable would be $75.60. This amount can be paid in any location, and I have left notes on your account regarding this change. Please let me know if there is anything else I can assist you with. 

  Thank you, 

  Customer Answer

  Date: 17/11/2024

   
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:29/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date = August 19, 2024 Amount $42.00 in overdue fees against my account, $21.00 was reimbursed, $21.00 outstanding (seeking reimbursement).Nature of dispute: My credit card expiry date changed at the end of July (all other payment info the same). This resulted in two membership payments not processed properly, Club 16 levied a $21 overdue fee/transaction. The gym manager said they attempted to contact me, but used an inactive number associated with my account. They did not try to contact me via the primary mobile number or email address on my account. The manager also said front desk staff are responsible for alerting customers to pending payment expiries ***** days in advance. Having checked into the gym 6-7 times in that timeframe, I was ignored by front desk staff every time. No attempt to notify me that I will need to update my expiry information. Resolution: I attempted to resolve in discussion the the gym manager on Aug 19th, when first alerted to the issue. I was provided a $21 refund. After asking for the remainder of the overdue fees to be reversed, I was met with hostility. In lieu, I wrote to the corporate email address and prompted for a response after waiting another week. After two weeks, I have no acknowledgement or response to my email. Business Committed to Provide:1) Membership dues cover basic customer service, incl. front desk staff flagging members in-person or using the right contact info to communicate with members. Failed to do both.2) ******* 16 relies preset withdrawals for member payments, it should have better IT systems in place to alert customers to update their payment information. Systems are rudimentary. It is predatory to charge customers an overdue service fee 150% of the value of the service itself, for systems the business failed to adequately develop. 3) Club 16 App, which dues pay for, should have improved functionality for account status notifications, and ability to update contact information. App is non-functional.

  Business Response

  Date: 05/09/2024

  Manager has reached out to ***** to assist her with her concern. Please let me know if there is anything else we can help with!

• Initial Complaint

  Date:21/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the email i provided to the management. Doctor believed bone and L5 injury.As you may or may not know, I have purchased 12sessions through smart start. I had 10 sessions with *********************** and it went well. However, due to our time conflict, i finished off my last two sessions with ****.I had previously stated to ****** that im anemic and cant do strength training. She did understand that. However, she mentioned she passed my history to the new trainer, aka ****, and I should be good to go. The first session with ****, I again mentioned about my anemia and that strength training is hard for me at the moment. Not only it was not taken into account, but also during my last session on Thursday evening, he pushed me too hard that my back got injured so badly that I had to see a doctor on Friday. I mentioned multiple times im a beginner at the gym and do not wish to lift heavy but want to build progressively throughout the year.I am super frustrated as I play tennis competitively and due to this, I have to stop any exercise and miss my tournament. He refused to accept that my back is injured and referred to as soreness and weak lower back muscle. When I said I saw a doctor and he prescribed an xray for me, he refused to believe and asked who the doctor is and asked for his info which is ridiculous!!! He also said i did not injure you and told you to go slow!!! I find this unprofessional, ignorant and illegal.I am EXTREMELY unhappy about this and will move forward to a formal complaint. I put my trust into club16 and the trainers with my life and career.

  Business Response

  Date: 21/08/2024

  Thank you for reaching out. Your concern has been forwarded to the manager of the *************** location to follow up with you directly. 

• Initial Complaint

  Date:26/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,Subject: Complaint Regarding Overpayments and Lack of Communication I am writing to report an issue with recent transactions at Club 16. I was informed that my credit card was declined, resulting in overpayments. My bank confirmed there were no issues with my card. Despite this, Club 16 forced me to pay more than the regular amount.Additionally, I did not receive any email notification from Club 16 about this issue. I was on vacation and couldn't access phone calls or messages. If I had been informed via email, I could have addressed the problem immediately.I have found that many others have faced similar issues with Club 16, suggesting potential fraud. I request an immediate refund of the overpayments and a thorough investigation into this matter. Attached are the transaction receipt.Thank you.Sincerely,Elina

  Business Response

  Date: 30/07/2024

  Thank you for voicing your concerns! I will have the location manager reach out to assist you in rectifying this. 

   

  thank you, 

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a final notice from club 16 for over 260$. This is the ONLY notice Ive received. When I called into ******* Club 16, the representative apologized and said theyve had issues with updating on the club 16 website and that theyve had other customers not know they owed the club. I never asked the representative for this information, he freely apologized. I then called the number provided on the final notice email. It took me over **************************************************************************** agreement number. I had no idea I had an agreement number. When I was finally able to speak to someone I asked for proof of all the contact between myself and *** fitness. He couldnt provide any. I asked for proof numerous of times. I asked to speak to someone who would have more information. I was transferred to a supervisor who also couldnt provide proof. They are trying to take money from me without providing any details. After 26 minutes of asking why a representative would freely disclose that theyve had these issues in the past and that this has happened to other customer, she hung up on me. I have a screen shot of how much time it took me to get any answers before she hung up. After calling back, they were unable to reconnect to that supervisor! This final notice will affect my credit. Why hasnt anyone tried to contact me! Why would I let this issue get to this point when its 14$ bi-weekly. Ive easily couldve of fixed it MONTHS AGO if this supposedly happened. Now Im left stranded with a final notice and there is no one to speak to. I have no idea how I even got to this point.

  Business Response

  Date: 11/07/2024

  Hello ******, 

   

  Thank you for voicing your concerns. I have reviewed your account and I can see that calls have been made since April 2024 when payments started declining, and voicemails were left for these calls as well. The number we have on file for you is ************* and this is where the calls would have been made to. Your credit card on file ending in 1249 has expired, and it looks like your alternate card ending in 8553 was used for retries of these payments, but this card was declined as well. I understand these situations can be frustrating so I would be happy to work with you on the outstanding amount. All missed payments would be payable, however I can remove all service charges from your account. This would bring your current balance from $287.57 to $140.57. I will leave notes on your account in case you would like to accept this offer. You can update your billing information to continue your account, or if you wish to terminate your membership you can do so in the location or by email (we do require 30 days written notice). 

   

  Thank you, 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 21971655
  
  I am rejecting this response because: The only time Ive received ANY notice was a FINAL NOTICE in my junk mail. Why would I let it get this far over a 14$ bi-weekly gym membership! Maybe if I had notice this couldve been handled efficiently. Also there is no reason my card should been declined. Because you failed to notify me, youve been taking money without my knowledge? When I called your customer service line, it took me 45 minutes to speak to with someone who had zero information about my plan. When I asked for proof, he was not able to supply ANY, I asked to speak with a supervisor. Conveniently, she was unable to supply any information. So you send me a FINAL NOTICE but youre unable to show me proof? You DO NOT play with my credit! I should be able to see where my money is spent. After spending 26 minutes on the phone with customer service specialist , she hung up on me!  I tried calling back but I was told they couldnt connect meAre you seriousl!!!!!!! This morning I noticed that club 17 tried to take another payment from me! Is this how you treat customers? Especially ones whove JUST had surgery? Also, youve clearly ****** off your employees. I was told by the front desk attended this is a reoccurring situation. I will be  boycotting this company. Im starting a ******** profile and group so I can reach out to the public and document ALL the issues surrounding your business practices. 
  Kaycee *********

  Business Response

  Date: 15/07/2024

  Hi ******, 

  I understand where you are coming from, and I can see on our end automatic communication has been sent as normal, however I do apologize if you did not receive this communication. It may have been missed if this was directed to your junk mail. Please rest assured the balance on your account will not affect your credit as we have not reported this to a credit/collections company. We can remove all service charges, however the membership dues are payable. We would like to work with you as much as possible on this, so I will have our manager from this location reach out to you for further assistance. If you would prefer to pay on a payment plan we can assist you with this as well as  updating your billing on file to get the account back up to date. 

  Customer Answer

  Date: 23/07/2024

   
  Complaint: 21971655
  
  I am rejecting this response because: Your company has tried to take money from my account three times BEFORE resolution. If these transactions went through Id be left without groceries and part of my rent! Since you have not shown me proof of contact or proof that a member of your team has spoken DIRECTLY to me. Basically your company is stealing. This is so WRONG! As a single indigenous woman who budgets EVERYTHING due to the cost of living, I personally feel attacked. Recently, I just had surgery which has kept me home and given me the time to dwell and stress about this. This has now affected my mental health. Is this how Club 16 treats member of the indigenous community? If your company is still trying to pull money from my account, this leads me to believe that the final notice has now gone to collections. If this happens before resolution, not only will I go to the media with members of the indigenous community, I will seek compensation. Does Trevor Linden want his name associated with the mistreatment of the indigenous community? Especially over a 14$ membership! Im almost positive that Im not the only one who has suffered. I have no problem seeking out others with the same experience. This must be how Club 16 makes it money  

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

  Business Response

  Date: 24/07/2024

  Thank you for your response. We have attached proof previously (I will reattach to this message for your convenience) of contact that has also been noted on your account - messages were left after each payment was returned. As stated in our previous communication your account has not been directed to a collections agency, however there is an outstanding balance on your account. 

  Per the membership Terms and Conditions, a service charge of $20+tax is applied for all rejected payments, however we have offered to remove all service charges to assist in clearing the balance from your account.

  Our ******* General Manager has been trying to connect with you via email and phone as well however he has not been able to reach you. We would love the opportunity to communicate with you directly to clear up any of your questions on the payment and retry process as well as get the balance sorted. The ** will try reaching out again, but if you would like to try to contact them at your convenience you can contact the ******* location at  **************.