ComplaintsforBryant Street Gym

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I paid Bryant st gym 275 dollars on May 30th 2024. When I purchased the 3 month membership, and emailed for the refund, there was information on refunds on their website. I emailed for a refund one week after I got the membership, and that refund information was still on their website. I sent about 4 emails, and called them about 4 different times from June 6th until July 10th. Today I finally get a call back from the owner saying there is no refunds. Now when I look at the website, the refund information is no longer there. I believe they changed their website after I asked for a refund, dodged my calls and emails, and are now stealing my refund. I would like the BBB to please investigate. Thank you.

  Business response

  07/12/2024

  This client had originally reached out in an email asking to cancel his membership and stating that he would pay any cancelation fees associated with the termination. It is true that this email was looked over incidentally and we did not reply right away. However, he would not pay cancelation fees with a paid in full (PIF) membership, as they are final sale and are set to expire from the date of purchase for the time frame that they purchased, in his case- 3 months. Additionally we do not do any type of refunds for PIF or other type of memberships for that matter. 

  Then, he sent a second email demanding a refund stating that was what was on our website. Called our front desk staff and demanded he stay on the phone with him. Our staff member said to screen shot the refund policy and send to us as he wasn't aware of such policy (this is because we do not have one). The client continued being upset so our staff member hung up after asking him to provide where he found this information and also letting him know that we do not do refunds on memberships. He then recorded the conversation in our software program and left me a note (july 9, 2024)

  I, the owner then called him (july 10, 2024) to see if I could help the situation. I let him know that there has not ever been such a policy. I let him know of the buyers remorse law but that a week after purchase for refund did not fit into that category. I also let him know that if it helped we could give him a weight room orientation free of charge to potentially help him be more comfortable in the gym. Of which he declined. The conversation seemed amicable without agitated words or emotions. I let him know that we are here to help him through his 3 month membership however we could in order to help him fulfill his gym needs. And then also re-stated that we unfortunately do not do refunds and sorry for the confusion. The conversation ended. 

  He filed the BBB complaint the same day, July 10, 2024

  I have attached the communications, notes and contract for your review. 

   

  Customer response

  07/16/2024

  
  Complaint: 21971330
  
  I am rejecting this response because:
  There was information about a refund on the website when I purchased my membership. I believe it was that I pay the cancellation fee and I'd get the rest of the money back. I still think they changed their website and are now not wanting to give me my refund. And I also did not get a timely email response when i asked about my refund, why does it take so long to get a response back??? It took over a MONTH to get a call back. 
  Regards,
  
  D**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  07/22/2024

   I do not plan on refunding the client as it is a paid in full short term gym membership he purchased. There is no scam of me putting up a refund on our website and then taking it down before returning a phone call. We have simply never had such a refund “deal” listed. He has rejected my response which included email exchanges and the contract as attachments.

  Customer response

  07/22/2024

  
  
  Complaint: 21971330
  
  I am rejecting this response because:
  I guess it is my word against theirs. I remember there was information on how the refunds work on the website, if I wanted to cancel my membership. I still believe the refund policy got taken down and now there is not a refund policy. I never did get any emails from them whenever I asked them about a refund. Until a month later.  I submitted my refund request through their website, under the Contact Us link. And every time I also emailed the email listed on their website [email protected]. 
  Regards,
  
  D**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩