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:06/09/2022

  Type:Order 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.

  In February I got a membership at Movati, one year long, $91/mo. The services were good, and I liked the gym. However, this month I lost my job. I'm moving back to my home town and will take a 50% pay cut (now only making $30,000/yr) and I will be living 3 hours away from any Movati Athletic. I asked to cancel my membership (as Anytime Fitness had let me do it no problem when I moved) and they said they would not let me do that. So not only do I need to pay $91 a month out of my incredibly tight budget for a service I can't use, but I'm worried they will keep charging me in February and I can't confirm with them in person that month because I'll be living a 38 hour drive away. Also, the reason I got the premium membership was to go to their London location, and now it's closed.

  Business Response

  Date: 20/09/2022

  Thank you for taking the time to reach out concern and providing us the opportunity to address your concern. We are sorry to hear about the loss of your job – and I can see from the notes that our Brantford Team was able to provide you with some solutions.

   

  As outlined in your original statement, you have signed a one-year agreement with Movati Athletic. This agreement means that as long as the club is open – at its address outlined on the agreement – then the member would be responsible for their dues. The address of the member is not considered a term of the agreement.

   

  We know life happens and many of our members move home or work addresses throughout their membership with Movati. For those that made a commitment to Movati but are moving too far to use one of our clubs – they have the opportunity to transfer their membership commitment to a family member or friend. Many members in similar positions have also found success in advertising their membership on an online marketplace – like Kijiji – in order to transfer their membership to another community member.

   

  Moreover, if you haven’t moved yet – you are welcome to visit your local Movati location to submit your cancellation, for the end of term, in advance. For example, your membership agreement is committed until February 12, 2023. You could visit any Movati location to complete the cancellation request, for it to be cancelled, effective February 12, 2023. Upon signing the form, you receive an electronic copy sent to your inbox, immediately. Moreover, you will receive an email of confirmation once processed by our administrative team.

   

  I have also noted that you chose the Select membership which allows you to place your membership on hold for up to three (3) monthly payments per calendar year. It looks like you were able to complete your freeze request earlier this month and your subsequent three monthly (3) payments were reduced to $0 (September, October and November), leaving only your December payment of $95.36 for 2022.

   

  You would, of course, be eligible to place your membership on hold for three (3) months in 2023. This would cover the January and February payments, remaining on your membership agreement. You can also submit this request in advance of your move by visiting any Movati location.

   

  In summary, if you are unable to transfer your membership to a new member, you could utilise your freeze and cancellation request options to cancel your membership before your move – with one remaining payment of $95.36.

   

  We hope this has addressed your concern and we wish you the best of luck in your move and new job!

   

  Business Response

  Date: 20/09/2022

  See attached file

• Initial Complaint

  Date:15/07/2022

  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.

  When I signed up for a membership at MOVATI I was not made aware that I would be unable to cancel my membership during my initial meeting with a representative. Had I known I would be tricked into a contract forcing me to pay them for a year I would not have signed up. Today, I went into the London North location hoping to cancel my membership due to a health concern and was told that I was not allowed to, I had already committed and that I should try and sell me membership on ******. I am not able to work out- doctors orders and have used my membership once, on the day I signed up for it. MOVATI seems to be able to willingly break contract when it suits them because it says on the contract that I am not allowed to transfer a membership in section 14. (See image below). I don't want to be a member. I am unable to access the services they promised to provide in their contract due to a disability. MOVATI is willing to break their contract if it suits them but bans people from terminating membership citing their own "contract" as the reason.

  Customer Answer

  Date: 15/07/2022

  
  
  Complaint Response Date bumped because: system update

  Business Response

  Date: 08/08/2022

  Thank you for taking the time to reach out to express your concern and giving us the opportunity to respond. I am sorry to hear that you felt the membership agreement was not thorough or transparent. The integrity of our memberships is incredibly important to us so, I would like to outline the number of ways in which we work to provide our members with clarity around the terms of their membership – in particular, the 12- month term.
  From our member-management software, I can see that you were in touch with a team member in March of this year, who following up on your interest in Movati, had offered to provide you with a time to come into the club. It appears that you had offered to get back to them with a time that works but then later joined online on April 25, 2022.
  Throughout the online joining process there are several places that outline the commitment period (I have provided attachments for your review)
  When reviewing membership options – choosing between Classic or Select – it says above both prices that these are on a 12- month term.
  When joining, one each page (steps 1-4), the blue banner at the top outlines the membership you have selected. For you, this would have read: London-North SELECT Membership – 12 Month.
  When you get through the sign-up process, there is a selection box where you must read, check off and sign that you understand that you are bound to the terms of the agreement. (You can click on the highlighted text to view both our terms and our Privacy policy)
  After joining you are given the option to print and are emailed a copy of your agreement where it outlines:
  Page 1 – Your initial term – 12 Months
  Page 1 – Total Payment Obligation - $1,110.57
  Page 3 – Term 6. This Agreement will be in force for 12 months starting on the Effective Date (the "Term'). The Agreement will continue in full force and effect for the Term unless cancelled by you or revoked or suspended by Movati Athletic for the causes and in the manner set forth in this Agreement
  Page 4 – Term 12. You may not terminate this Agreement prior to the expiry of the initial Term. After renewal of the Agreement for another term, you may terminate this Agreement at any time by giving thirty (30) days written notice (the "Notice") to Movati Athletic
  Moreover, the agreement also outlines the 10-day rescind policy, which as required in Ontario, lets you know that you can cancel the agreement at any time within the first 10-days of receiving your agreement.
  I will, of course, address your concern regarding your current options but am confident that Movati has taken the reasonable steps to ensure that no one is mislead into a 12- month term agreement.
  Most importantly, I am sorry to hear that you are not well. As a health club, we often look to find ways that we can continue to support your health and wellbeing throughout illness and injury – including but not limited to heat-based therapies (steam room or hot yoga), mobility therapies (fascial stretch therapy, yoga, meditation or water-based programming) or through a complimentary session with a certified personal trainer to help find programming to reduce and/or prevent injuries.
  Nonetheless, we understand that sometimes you simply can’t be in the club – for which we have a different set of options. The simplest being our freeze options – which is outlined on our website when comparing membership options and in the final membership agreement emailed to you upon joining. I can see that a team member in London North was able to review the hold options and helped you place your membership on a $0 freeze for three (3) months. This means your membership access has stopped and your payments have been reduced to $0 from July 29, 2022 up to October 20, 2022. Your membership can be placed on hold for up to three (3) months in a calendar year, which means you’ll be able to access the same option in 2023. This freeze option does not extend the initial term of your agreement. In summary, despite signing a 12-month commitment, you have the ability to only pay for six (6) months.
  In your original statement, you also outlined our transfer process, which is another option if you are unable to fulfil your agreement. Term 14 in the agreement is included to reduce card-sharing (i.e. two people using the same membership) and also clarifies that another person cannot simply take over your membership. The transfer is an additional service that is offered to support a change in the member’s commitment but maintains the integrity of the 12-month agreement. In essence, when you transfer to another individual, they agree to take on the remainder of your original commitment but need to sign their own agreement. As a business whose foundation is based on membership agreements – this is the middle ground to adapt to the changing lives of our members – while establishing sustainability in our business.
  Many members have seen success in transferring their memberships to family members and friends, or by advertising them on online platforms – such as ****** or Facebook marketplace. However, if as you approach October 20th, you are unable to find someone to take over your commitment, I would encourage you to meet with a team member (if then cleared by a doctor) to understand how we can best support your health and wellness needs, limits and goals. We understand how important movement and recovery are for physical and mental health –to you and many of our members – and we have structured resources to help our members through this process.
  I appreciate the opportunity to address your concern and hope that I have clarified any misunderstandings. We hope to be able to welcome you back into the club soon. And of course, we would be happy to answer any further questions regarding this or any other matter pertaining to your membership with Movati Athletic.