Complaints

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:25/08/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Had to email an email to cancel my membership. I did. They did not cancel Went into the business trying to cancel They would not help me cancel I would like to please quit my membership. This is the second time I have tried. Thank you.

• Initial Complaint

  Date:17/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 told the employee in the gym that I would like to cancel, the employee said sure and that is fine. A few weeks later hone fitness is still trying to charge my card for a membership I cancelled before. I then emailed them telling them to cancel and told them about the issue, in which they said cancellations are only online and that it is my fault and not the ********* employee. Today I contacted them again as they are still charging me, even though I emailed in April to cancel, they then said I have to pay the previous months plus another 45 days before they can cancel my membership. I have the right to cancel, they are telling me they won't cancel unless I pay* ********* ****** ** **** ** ******* ******* ***** ** **** ******* *** **** **** ****** ******* *** ***** ******* ** ******* **** ** * ******** ******* *** ** ********* ************** *** ******* I would like them to adjust my balance and cancel my membership.

• Initial Complaint

  Date:16/12/2022

  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 paid for a no contract membership at Hone fitness and was told I can cancel anytime. I gave my 45 days notice after I came in to pay all my final fees and was told all I had to was to email to cancel. Now I’m being told I need to pay in advance to cancel before they will accept my cancellation. This is not what I agreed to or stipulated in the advertising.

  Business Response

  Date: 20/12/2022

  Good afternoon Better Business Bureau,

  Thanks for your email.

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

  As stipulated in the client`s agreement, we require a period of 45 days' notice to cancel the membership. When cancelling Hone Fitness membership, clients are required to give Hone Fitness 45 days' notice of their intent to cancel their membership agreement. On the date of cancellation, the member is charged the equivalent of 6 weeks of their membership (3 regular billing cycles). This charge represents the final 45 days of the membership, otherwise referred to as the "45 days' notice period". 
  
  During this time, the member still has full, unrestricted access to all Hone Fitness locations, as if their membership had not been cancelled. In fact, Customer Service often provides cancelled members with more than 45 days' gym access during their notice period (typically until the end of the next month), in the name of simplicity and as a gesture of good faith. 
  
  This is spelled out in section 9 of your membership agreement:
  
  "...this Agreement may be cancelled by visiting the Facility and completing a cancellation form, or by delivering notice of cancellation by mail or email to the address set out on the reverse, 45 days in advance of the scheduled cancellation. Phone, fax or verbal cancellations are not accepted. When you submit your cancellation request, a payment of $53.85 is required which represents your remaining membership dues for the last 45 days of this Agreement."

  Additionally, ******* had an outstanding balance in the amount of $45.08 (HST included) from failed charges (insufficient funds)* ** *** *** *** ** *** ******* ******* *********

  All that was explained to the client in the emails, however he insisted he had already paid for the notice period and refused to pay anything further. Please notice **** ** **** ******** the previous contract along with the cancellation contract *** *** *** ******** *** *** ******** ******* ******* *** ** **** ** ******* in which the client has also not complied to the cancellation process. 

  As it stands, his membership continues active until the payment of his dues.

  Hope this clears things up! We are open for any further inquires.

  Have a great day!

  Business Response

  Date: 22/12/2022

  Good afternoon BBB,

  Thanks for your email.

  As previously explained and demonstrated, the client has never paid for the cancellation notice period, only the outstanding balance he had on his account (the amount he mentioned paying was not completed due to insufficient funds on 23rs November and 7th December).

  As it stands, his membership remains active and he already has another outstanding balance from the charges of 21st December for the same reason (insufficient funds).

  ****** **** ******** the emails exchanged with those information, the contract highlighted with those points and his history payment demonstrating the charges.

  Have a great day!

  Customer Answer

  Date: 24/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: I came in to cancel as per there contract no formal cancellation form was provided and I was trying to pay everything when I requested to cancel in person as per the contract. 
  

  in there contract it clearly states that when I come in person and cancel I’m supposed to be provided with a cancellation form and also I came in to pay any outstanding balance and cancellation fee. At this point it’s a breach of contract because I followed all terms of the contract and now this company is trying to **** ** *** keep my account active.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/01/2023

  Good afternoon BBB,

  As previously explained, the client merely paid the outstanding balance regarding previous payment that did not go through. Those payment are related to debits acquired before the request of the cancellation. As it stands, we are in accordance to the policies signed, which means that the client still needs to pay for the notice period agreed upon joining the gym.

  Unfortunately, there is nothing else we can do other than maintain his membership active, despite the clear fact he is not understanding any of the explanation provided, and is also accusing Hone Fitness of ill intentions. 

  We'd like to mention once more that this is not the first time the client does not comply to the terms agreed upon the contract when cancelling the gym.

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

  Thanks for your contact.

  Customer Answer

  Date: 13/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Home fitness violated there contract when they denied providing a cancellation form and charge towards cancellation when I came in the gym to cancel. In therr to e terms of agreement they are supposed to provide a cancellation form. *** **** **** ******** ** **** ** ******* ****** ** * **** *** ********* ** ***** *** ***** ** *** ** ******** ********* **** * *** ****** ***
  Sincerely,
  
  ******* ******