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

  4277 Kingsway Burnaby, BC V5H 3Z2

• 

  Club16 Trevor Linden Fitness

  190 8087 120 St Delta, BC V4C 6P7

• 

  Club16 Trevor Linden Fitness

  130 1100 Lonsdale Avenue North Vancouver, BC V7M 2H1

• 

  Club16 Trevor Linden Fitness

  135 - 16050 24 Avenue Surrey, BC V3Z 0R5

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:25/06/2024

  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.

  this happened a while ago now. One payment at my gym was rejected "on my side" according to this gym. I checked with my bank and they told me it was not an issue on my end. I went back to the gym help services in person, online, and over the phone and no one was able to give me an answer. Time went on and I was unable to use the gym membership which had payments racking up even though they could not figure out their payment issue.Eventually, since they could not solve this issue, I decided to cancel my membership. This was some sort of issue on their end resulting in me not using the gym at all during this time. They are now refusing to acknowledge the situation, and are not cancelling my membership.It is very frustrating that their customer service is so terrible and they are stealing money from someone they did not provide service to, and now they are refusing to cancel my membership.

  Business Response

  Date: 27/06/2024

  Hello Kala, 

   

  I have reviewed your account and it looks like when you joined only one payment (April 11 dues) were able to go through your card on file. Your dues were declined thereafter however none of your card information was changed on our end since it was added ***** ending in 2095 with an expiry of 12/25 added to your account on March 28, 2024) so it does look like this was declined on the banks end. 

  I can see your membership was cancelled for mid-July, however I have cancelled your membership with immediate effect so no further dues will be billed to your account. There is currently an outstanding amount of $174.23 owing on your account, however I can reduce this to $77.65 - this would remove all service charges and one bi-weekly dues due to any possible miscommunication with your cancellation. 

  The remaining OB would be payable.

  I do apologize for any inconvenience or frustration caused. 

  Customer Answer

  Date: 28/06/2024

   
  Complaint: 21897058
  
  I am rejecting this response because:

  Although yes, my formal end to contract was in June (not July) ********** since April I tried to cancel my membership and was stopped by your employees both over the phone and in person.

  If you look in the history of my account, youll see that I came to pay the first declined balance IN PERSON, when I came in to rectify the situation for the first out of many times. This was after my calling my bank and them assuring me there was no issue.

   

  After this point, I never stepped foot into your gym again, since your billing issues stopped me from using the service. I dont know how detailed the account notes are, but you should see that I have made many calls to your phone line to try and resolve this issue, and many calls to my bank as well. This is why I originally cancelled my membership because there was 0 communication or effort from your end to help me with my issue!

   

  It makes absolutely no sense to me why you would continuously charge me after I was unable to use these services.  I was trying to pay the entire time and had no alternate credit card, which is why I came in person the first time to pay. 

   

  Why did no one from your company follow up to my many phone calls after I was told again and again that they would?

  I will not be paying for the services that you DID NOT PROVIDE ME.

   

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

• Initial Complaint

  Date:18/06/2024

  Type:Order 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 signed up for Club 16 access on April 23rd 2024. I was also sold a training package that I was told I had 10 days to meet with a trainer they would provide me and then decide if it was a good fit and if it was not that I could cancel the training package without charge. I was referred to a trainer named ***** that was unavailable to meet with me until May 1st, 9 days into the 10 day window for cancellation. I met with ***** and for a number of reasons related to her lack of professionalism and availability for training I decided not to proceed and informed the front desk staff of my decision before leaving the club. I then noticed on my Club 16 app that I had training sessions booked into my calendar. I checked in again with the front desk staff on May 8th to confirm that there was no training package on my account. The front desk staff reassured me that there was no training package associated with my account and that I would not be charged and that the trainer would receive a note from CLUB 16 to remove any training sessions she had booked in her calendar. I was told that the front desk could not remove those sessions as they did not have access to her schedule. The sessions remained visible to me in the Club 16 app and I subsequently received a call from ***** that she needed to cancel our first training session. I informed her that I had refused the package and would not be doing any training with her. She seemed confused so I called Club *********************************************************************************** that there was no training package on my account. I then noticed I was being charged an extra fee biweekly on my credit card and when I inquired what that fee was for I was told it was for the training package. I followed up by speaking to the sales associate who sold me the package and she said she would take the situation to her manager to be rectified. The management has refused to honour the cancellation and continues to charge me the fee

  Business Response

  Date: 18/06/2024

  Hello *******, 

  Upon reviewing your account and consulting with the Chilliwack staff, it seems we do not have a record of your cancellation request. If you have submitted a written cancellation request (such as via email), please forward that correspondence to us for further examination. Your agreements have also been attached for your review.

  Customer Answer

  Date: 20/06/2024

   
  Complaint: 21864423
  
  I am rejecting this response because in my experience the relevant details of this contract with respect to cancellation was not discussed in the sales process and in fact was obfuscated. The manner in which the sales staff breeze through the written contracts and downplay the commitments and processes required to cancel the package is a sales tactic to separate people from their money. The staff person who sold me the training package option was very upbeat in her description of the ease of the cancellation process as simply letting the club know I did not wish to proceed after the first session, no verbal mention was made of the need to submit the cancellation in writing. When I spoke to front desk staff three times on this matter at no point did anyone say that the cancellation needed to be in writing. This amounts to deceptive sales tactics at worst and bad staff training at the very least. When I told the front desk staff I wished to cancel my training package I should have been told that it needed to come in writing and that would have provided me with the opportunity to do so before the 10 day period was up. Even during communication with the management of the club at no point was I told the cancellation needed to come in written form. I understand I have no legal grounds to dispute this contract but it has left me with a very bad impression of the service and care for the customer at club 16 and I will never chose to be a customer again. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 26/06/2024

  Hello *******, 

  Apologies for delay in response as we deliberated over your account. We have decided to proceed with a cancellation of your personal training agreement. 2 payments of $27.50 and 1 payment of $27.30 have been refunded to your card on file. 

  Your Personal Training down payment of $27.30 has been credited to your account. As June 18th membership dues of $23.08 were not able to go through due to a declined credit card payment the credit amount has been put toward this outstanding balance. The remaining $4.22 will go toward July 2nd dues. 

  Your membership will remain active. Please note, it looks like your credit card on file was not able to process June 18th dues, so if this needs to be updated for future dues, this can be done in the location. 

   

  Thank you, 

  Customer Answer

  Date: 28/06/2024

   
  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. Thank you for your assistance in resolving this matter, much appreciated!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:13/05/2024

  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.

  Club16 Trevor Linden Fitness ********************************* 0R5 Club 16 faked my initials and the whole membership agreement.I was asked to sign my signatures many times on a electric panel,but no staff explaining anything about the club agreement details.The signatures are mine, but I never signed my initials as the agreement shows.

  Business Response

  Date: 15/05/2024

  Thank you for providing feedback on your membership. After review, your signature was not faked on your membership. As you mentioned in your original correspondence you yourself signed the membership agreement electronically on the signature pad as the sales representative was going through the agreement with you. This is a standard practice and you were provided a copy of your membership agreement on March 23, 2023 to review as well. All members have 10 days from the date of joining to review the agreement terms and conditions, and cancel with a full refund, however your cancellation request was received over a month later on April 29, 2024.

• Initial Complaint

  Date:06/05/2024

  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 requested in writing 30 days notice to cancel my membership (at the ************************************ location) on April 3rd. I received a confirmation email stating that my cancellation request was received and my last payment would draft on April 15th. I still have these emails.May 3rd I was charged an annual maintenance fee and when I called to inquire I was told that this fell exactly within thirty days and the club had the right to charge me this fee. I explained to them the email I received that confirmed the cancellation and last drafted payment and the staff at the gym argued that it was part of my contract despite no longer being a member and the inconsistency of the info provided on the email by *** fitness. I let her know I didn't authorize this payment and I would ask my bank to contact them to request a reversal and the staff threatened me that they would continue to charge me fees and contact the credit bureau to negatively reflect my credit score. ** **** ***** * **** ** *** **** * ***** ******* *** *** ** * ****** **** * *** ***** ******* **** ******* ** *** ** * ***** ***** ** **** * ****** ****** ** ***** ****

  Business Response

  Date: 10/05/2024

  Hi *****. I am sorry to hear of your negative experience with the cancellation process. Human errors do occur and although your dues for April 29th and May 3rd were payable, you were told otherwise by our partners at *** and this should be honored. If you can please contact me directly at *********************************************** with your current mailing address I can assist you with a refund. Thank you and I look forward to hearing from you. 

  Customer Answer

  Date: 11/05/2024

   
  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:06/05/2024

  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.

  This gym and the staff is nothing short of a disappointment. I was in a situation where i was out of country for months and didn't realize the credit card on file was expired but the payments were still coming out. I found out when i returned about the past due amount on my account. I made the payment when i was at the club when i looked into it was over $210 in late fees and $54 actual membership fees. The gym manager was no help. She kept repeating the same thing about the policy like a broken record but didn't help with the fees even though i've been a member for over a decade. They don't have corporate number when you try to contact customer service from the app it connects to another gym. In desperation for a a little break i spoke to someone else from the contact option in the app and the person said he could've waive it but because my home gym manager said no, he can't do it either. I wanted to cancel my membership but they already charged me $50 club enhancement fee for the year. I feel disappointed and stuck at this point.

  Customer Answer

  Date: 09/05/2024

  ***************************

  Business Response

  Date: 10/05/2024

  Hello *******. I have reviewed your account and I can see 5 payments were declined from February 2024 to April 2024, and with these declined payments was a $21 service charge. This resulted in an overdue balance of $157.40 ($105 in late fees and $52.40 in dues) which was paid on April 29. The service charge is noted on your membership agreement, and ensuring billing information is accurate and up to date is the responsibility of the account holder. However I understand you were out of town, and these things can happen so I would be happy to work with you on this matter. I can offer a one-time credit of $63.00 for 3 of the service charges that had applied to your account. Please let me know if you would like to accept this offer and I can apply this to your account immediately. 

  Customer Answer

  Date: 17/05/2024

   
  Complaint: 21664759
  
  The complaint, as discussed multiple times, is about two accounts that i was paying for that this issue happened as both of us were out of country. I made two payments of $157 at the same time to bring both up to date. The other one is Agreement # ********** under ***********************. If you are willing to do the same for my other account as well then i am going to take the offer.  

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

  Business Response

  Date: 23/05/2024

  Hello *******, Thank you for the reply. Your original complaint with BBB only mentioned your account. I have reviewed *****'s account ***********) as well and as this is the same scenario I would be happy to apply the $63.00 credit to her account too. I have processed this today for both accounts. Please feel free to let me know if there is anything else I can assist with. 

• Initial Complaint

  Date:03/04/2024

  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.

  I went in to inquire about a gym memberships about 2 months ago, letting the staff member who helped me know that I would only need it for a few months since I was moving soon. Hearing this, the staff member let me know that he could push the annual membership fee for me until later on in the year so I wouldnt have to pay this fee (i.e. I would cancel my membership before the annual fee payment comes in). He also said that there was a promotion going on where if someone referred me, they would receive a gift card. I was nice and said he (the staff member) could put his name down as the referral and get the gift card. A month and a half later, I get charged a random ~$53 on my credit card and went in to ask about this charge. They told me it was the annual fee charge. I explained that the staff member who signed me up let me know they would push this fee for me and I wouldnt have signed up otherwise. They brought this staff member out and he said he was sorry that he promised not to charge the annual membership fee, but there was nothing he could do since it was charged already. I relayed my feelings that it felt a bit like a scam to get me to sign up so he could get the gift card, then go back on all his promises. I asked to speak to a manager who said although there is a way to push the annual fee charge to a later date, the staff member shouldnt have done it and it mightve been flagged by head office and changed back to the original date. I asked for anything, a refund, a gift card, credit for future membership and the manager said they cannot do anything. I asked why the worker would offer something that shouldnt/cant be done and all the manager said is that the staff member is new. This is definitely not how a business should be run. Both the staff member and manager admitted to their mistake and yet insist they cannot do anything. When I asked to cancel my membership, they also said Id have to pay for an extra month.

  Business Response

  Date: 04/04/2024

  Hello *****, thank you for your feedback. I have connected with the manager on this situation and it does sound like you were provided incorrect information by a newer staff member in the location. I do sincerely apologize for this and any trouble this has caused you. We would like to honor what you were promised in club and provide a refund of $52.49 for the club enhancement fee. If you would like to accept this offer please email me directly at ********************** and I would be happy to provide more details and next steps to get the refund sent back to you.

  We have done additional training with the staff member to ensure this does not happen again so we thank you for bringing this to our attention. Thank you. 

   

   

  Customer Answer

  Date: 12/04/2024

   
  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:05/03/2024

  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.

  My agreement number is ********** I have sent in my 30 days notice to cancel my membership. I have been a member for 6 years. Recently I closed my debit card account and wanted to change to a different payment method. However, the *** fitness app has been a nightmare. I cannot change my payment method and every time I tried, it kept saying invalid processing date. I tried and tried, and now Im charged with late fees. I am out of the country so I cannot go in person. What am I supposed to be with $100 in late fees. The app you guys used is so inefficient with helping customers.

  Business Response

  Date: 12/03/2024

  Hello ******, 
  Thank you for your feedback, and apologies for any inconvenience using the app. It looks like you have one payment of $15.73 owing for membership dues, and three service charges. What I can do is have the 3 charges removed from your account once your dues have been paid, to close your account in good standing. You can pay this amount in any location when you are back in country. If you would like to update and pay over the phone we can assist with that as well, please call ***********************.
  

• Initial Complaint

  Date:20/02/2024

  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.

  I signed up for a pass at club 16. I cancelled my pass, it was signed off by an employee. They continued to charge me. For 2 years ive been calling the business - they keep telling me: our manager will get back to you. She never has. I have never been able to get in contact with anyone. I called the business regularly every 6 months.

  Business Response

  Date: 27/02/2024

  Hello ******, thank you for your feedback. I have reviewed your account and your membership has been cancelled since September 2021. Was there anyone else that you paid for? To review further we will require more information and statements showing the latest charges so we can see where these may be coming from as your account has not been billed since the cancellation. I will have a team member reach out with more details. thank you. 

• Initial Complaint

  Date:01/02/2024

  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.

  * **** ********** ********** ********* ***** *** ****** ******** * *** *** * ****** **** ** ************ ******* *** I was waiting for a new credit card, and so I ended up missing a payment. Once I got the new credit card I was sending the payments, but did not realize it wasn't going through because my new card wasn't on file. I've been feeling extremely suicidal since June and I've finally started feeling better and wanted to come back to the gym. I missed 2.5 months of payments which would only be the equivalent of $50, but because of the late fees I had to pay $182 that's absolutely ridiculous for only missing $50. That's money I need for rent, it make me not want to come back to the gym. * ** ****** ****** ******* **** **** ***** *******

  Business Response

  Date: 09/02/2024

  Hello *****, 

  Thank you for your feedback and I apologize for your experience. I have reviewed your account and I can see there was a total of 6 missed payments. With this was an amount of $126.00 outstanding for 6 service charges. What I can do for you is credit or refund 5 of these service charges ($105) as it seems there may have been miscommunication when you received your new credit card and placing the information on your account. In case of any future billing concerns please feel free to reach out to *************************************************************************** to connect directly with our member experience department. I will connect with you directly regarding the refund/credit. 

• Initial Complaint

  Date:31/01/2024

  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.

  Yesterday, I received a call from *************** (manager of this location) saying my membership was terminated due to several employee and customer complaints. He also said that the issues have been addressed to me several times. This all started about 2 months ago when a staff member (***********************) had started a personal problem with me due to something unrelated and unbeknownst to myself. Since this incident with this employee, the rest of the staff had become very unwelcoming and unpleasant as I used to be on a friendly basis and said 'Hi' to everyone, but ever since then they had completely ignored me and were very rude for no reason, probably after spreading misinformation. Another employee told me to stop spitting my gum and I abided by ceasing to do so, but I did not verbalize acknowledgement since I had been on the phone, but she took this as me being ignorant so she followed me into the parking lot and yelled at me. Then finally on January 29, **** the manager, ***************, told me about the many complaints filed against me and told me that they tried to talk to me but I did not stop. I asked for the dates of when they actually approached and talked to me and that I had no electronic communication of such, and he simply said that "it's written here so yea". * ***** *** *** * ****** ** ******* ** ******* ** ***** ********** ******* * ** ************** ***** *** ********* ****** He said they did several times, but the only time was for the gum incident of which I abided by, other than that I said these are false claims. ***** ****** ** * **** **** *** ****** ******* ******** ****** ** ********* ****** ***** **** *** ********** **** ********* ****** ** **** *********** **** **** Also I am very aware that these are fabricated by the staff, and they also coerced other customers, as they are friends outside of work, to make these complaints as I simply do not know many people other than my own friends and have not had any negative interactions or said anything to anyon

  Business Response

  Date: 09/02/2024

  Hello and thank you for your feedback. I have reviewed your account and we will be processing a refund for your for January 26, **** dues in the amount of $17.83.

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because this does not solve the issue. Refunding $17 is not going to help the fact the employee(s) should be investigated and terminated. 
  
  

  Business Response

  Date: 13/02/2024

  The situation is being reviewed internally regarding the employees, however we cannot disclose employee information. Your request for a refund has been processed.

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because I do not believe it is being dealt with at all. I would like to have proof of termination.