Complaintsfor30 Minute Hit - Bedford

• Initial Complaint

  24/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I joined in February of 2023. Shortly after I unexpectedly moved away from said location and was told I qualified to get out of the contract due to residency change. I called and told them about residing somewheres else and I figured it was done. I get a call from the collection agency saying I owe 30minhit 1.2k+. I call the location last week to find out that the employee who I spoke to earlier this year was supposed to tell me to bring proof of residence change but never did and thats why the contract was never closed. I did everything on my behalf that was correct and told to do by an employee at 30minhitbearlier this year to have the contract broken and closed. Due to lack of knowledge from said employee I am now in collections having to owe all of this back and am in no position to do so when I on my end did nothing wrong and they wont make it better. If i knew i had to bring in my lease I would have immediately with no issues. But I was not told by the business to do so.

  Business response

  06/11/2023

  Good Morning,

  We have been communicating with this member regarding her membership.

  
  After the membership started, there were a series of missed monthly payments from the member. After each missed payment, we sent an email and invoice to the member. These both explained the situation and how to resolve the matter.

  
  The member did call the gym and say that they were moving. We asked the member to come in and provide proof of their new residential address and to sign a cancellation form. After this call, we received no further communication from the member until we sent the file to the collections agency. Please see attached emails for reference.

  
  We explained the cancellation policy to the member however, they did not respond or provide any required documentation. We have also reached-out several times regarding the missed payments and offered a reduced-cost way to resolve the collection situation. Unfortunately, as the member was unsatisfied with the franchise policy and service provided, they have reached out to the BBB. We have made several attempts to resolve this matter but have received no solution. The member's account is now with ********* Collections agency.

  *****

   

   

  Customer response

  07/11/2023

   I am rejecting this response because:
  
  I was not told at the time of the call earlier this year that I had to bring in proof, I was just told that I do qualify to get out of my contract due to residency change. I had called the business in Bedford once I got the call from collections and explained how I was not told on their end or I would have come in to show proof with no problem at all. They insisted they would figure this out for me and insisted I still pay them. It was at no fault of my own and I can show proof of lease signing to prove that I did move and qualified at the time. But due to them withholding said information from me earlier this year I am now being penalized for their neglect to tell me the last simple step to getting out of the contract. I do not believe this is being handled appropriately and am willing to do whatever it takes to get this off of my credit.

  Business response

  08/11/2023

  Regarding the requirement to provide proof of a new residential address for the termination of membership agreements, it is indeed a franchise policy that we uphold consistently. I understand your statement that you were not informed at the time of the call earlier this year. However, I would like to clarify that during that call, this information was indeed communicated to you as it is a crucial step in our process.
  Since that initial call, our gym has made several attempts to remind you of the active membership status and upcoming payments. This was also an opportunity for you to reach out with any questions or concerns regarding the membership. We have provided open and transparent communication regarding this membership.

  Customer response

  09/11/2023

   I am rejecting this response because:
  
  As I stated prior. Here ate some more facts, when i called the business recently about the confusion on why it is in collections 2 women had stated that they do not remember the call nor do they have any clue who it could have been who had told me that and failed to include kore information so you cannot state that you remember something now that its involving the BBB. An apology would have been acceptable for this situation, and I will glady bring in my residency change to settle this now unless you want to continue to lie and try to drag me down. I was TOLD that I qualify to break the contract due to moving and THAT was it. I would have easily brought in the proof no problem which is what I had mentioned when I reached out last month regarding this situation if I had ACTUALLY been told. Which I was not told to provide proof. Thanks. I will agree to pay for 2 months, no late fees included and be done with this, but nothing more then that. paid hy the end of November of 2023 That is ME trying to be nice on your businesses fail to inform their customers appropriately and cannot hold themselves accountable and apologize appropriately. 

• Initial Complaint

  27/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I joined this gym for my health. After doing the gym class for a period of time a condition developed in which my doctor told me I had to stop with a note. I contacted the gym and they told me it had to be done by the 15th and it was the 16th. I eventually went into the gym and signed the cancellation papers for the date. It should have been cancelled canceled. I’ve been going back-and-forth with the gym owner who is refusing to cancel my membership. Now I have creditors calling me saying I owe $900 for a gym that I haven’t went to and should have been canceled.

  Business response

  08/03/2023

  ***** ****** was not a member at the Bedford gym, there were a member at the Halifax 30 Minute Hit gym.

  Here is a timeline of events regard this member:

  July 7, 2022 – Member asked to delay payment of monthly fee
  July 7, 2022 – Gym responded to state that late payment would be accepted with no penalties
  August 27, 2022 – Member asked to extend pause on the account
  August 28, 2022 – Gym responded to state unable to extend hold due to request being made after the deadline
  September 16, 2022 – Member requested to cancel the membership and sent in a Dr note
  September 16, 2022 – Gym responded and reminded member of the cancellation process
  October 1, 2022 – Gym fee payment due but not paid.
  October 12, 2022 – Gym sent a message to member asking them to pay outstanding dues
  October 14, 2022 – Member cam into gym to sign cancellation form. Member was advised by staff that the cancellation could not be processed until the outstanding dues on the account were cleared. Member was asked to pay outstanding dues of $102.35. Member refused to pay the outstanding dues.
  October 14, 2022 – Gym sent email to member to remind them that the cancellation request would not be processed until the outstanding dues has been cleared.
  November 1, 2022 – Gym fee payment due but not paid.
  November 9, 2022 - Gym sent a message to member asking them to pay outstanding dues
  November 9, 2022 – Member responded and stated they would not be paying the outstanding dues
  December 1, 2022 – Gym fee payment due but not paid.
  December 12, 2022 - Gym sent a message to member asking them to pay outstanding dues
  December 12, 2022 - Member responded and stated they would not be paying the outstanding dues
  February 24, 2023 – File submitted to Met Credit
  
  Emails have been attached to support timeline.
  The invoices sent form the gym have been cancelled by an internal credit memo for accounting purposes but can be provided if needed.
  Please let me know if you require any further info

  Customer response

  13/03/2023

   I am rejecting this response because:
  
  
  They are leaving out details that they would not cancel my membership. They continued to charge me and sent me to collections for over $900. 

  I have not heard from them to set up a settlement and get this taken off of my credit file. 
  
  

  Business response

  13/03/2023

  All details of interactions have been provided.

  On Mar 2nd, we let Met Credit Collections Agency and ***** know that we are willing to settle. Please see attached emails to support this.

• Initial Complaint

  23/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few months ago, I had tried cancel my membership and asked for a refund due to unexpected medical circumstances. My inquiry was refused and they would not refund my payment.

  Business response

  18/02/2022

  Thank you for reaching out - I was not aware of this complaint.

  
  

  This member bought a special offer prepay 12-month package. The cancellation terms for this deal are that the member can rescind the agreement within the first five days.
  After that, we have two different options for members that develop a condition or injury which impacts their workout. First, they can pause the membership for three months to give time to recover – this member currently has her membership on hold. After that, our training team can provide lots of modifications to the workout techniques so members can continue to train without any discomfort.
  We hope that this member can come back to the gym next month, and we can work with them to find modified techniques if needed. We hope that they are then able to continue to train with us. If this is not possible, the member will be able to receive a 50% by providing a Dr's note which states that they can no longer train at the gym.

  Customer response

  20/02/2022

   I am rejecting this response because: I am asking for a full refund and they are refusing.
  
  
  

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