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:12/07/2024

  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 have reached out several times about my son getting injured on their property and how I was supposed to receive an accident report based on it happening on their property. All of a sudden, nobody wants to answer their phones or return my calls. I only hear back from them when they want more money! I am wondering if they are trying to avoid taking responsibility for my son's injuries. Very poor customer service, especially as this involves an injury on their property and will only reach out when they want more money--this is unacceptable!!

  Business Response

  Date: 12/17/2024

  We initially started working with *** ******* on November 10, 2024.  The inital request was that she was looking to convert her membership to a paid in full shared membership with another member.  We informed Ms. ******* at the time our membership changes require a calendar months' notice, and she would be able to make the change effective January 1, 2025.  Ms ******* had requested that we waive her change notice and offer her the ability to switch right away.  Our local management explain our policy and were firm with the January 1, 2025, start date.  The situation was escalated to my desk before the Thanksgiving holiday.  I had a conversation with Ms. ******* and again noted our policy and held firm with the Calander month.  She requested that I take her issue higher and waive the December dues.  We ran into the Thanksgiving holiday and our executive team's travel, that over a week had past and the issue was not resolved.  The Bassaly's at that time escalated to the local club with no resolution.  I had reach out to the Bassaly's on Saturday December 7th to have a phone conversation over the situation when they indicated the August 13th incident with their son and mentioned his medical bills.  There was never any mention prior and at the point I needed to involve my HR department for review.  We had come to the conclusion to waive ***** December dues, and our HR department has since requested the family send any medical bills to our general email for their review.

• Initial Complaint

  Date:11/22/2024

  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 was a member of this gym. I purchased a swim coach package but I didn't use it and cannot use it due to coach's availability. I have contacted the staff many times and they refuse to refund for the service I didn't use. I need the charge for this service on my credit card cancelled.

  Business Response

  Date: 11/24/2024

  We received Mr. **** resignation request on 9/23/24.  His resignation request stated that membership would end on 10/31/24. He identified that he wanted to add a child and he purchased another swim package in October knowing our policy is that packages are non-refundable. I would like to cancel my membership for my whole group, meaning taking everyone off and cancel the membership completely.With an end date of 10/31/2024. However, I still have a swim package and I wanted to add my another child ******* ** to the group for 1 month during October to use it.  He sent a ticket through on 10/21/24 noting the swim purchase but wanted to see about a refund.  Our team responded that we would provide lessons, fit them in, and that once the membership resigns the package would expire.  Mr. ** discussed it with our swim instructor and leadership and noted did not fit their schedule.  We then received a ticket on 11/4/24, reporting that the schedule did not work for his availability and claiming that he would file this claim if we did not refund. Our leadership did try to work with the member and schedule the purchased sessions, we did state at the time of purchase that sessions are non-refundable.  We feel that we worked with the member and provided a solution, they did not use.  No refund is warranted.

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22592943
  
  I am rejecting this response because: first of all, making a service purchase which I didn't use the service as non-refundable doesn't seem reasonable and doesn't make sense. Secondly, the "solution" provided to me doesn't make sense also because: I purchased a private swim coaching package, and later found out the coach was only available on weekends, the swim director only gives me an option to let my older child join a group ****** 3 times in one week so I can consume my package, my son is only 7 years old and taking 3 group classes in single week seems too much for a beginner, plus, I purchased a private package and why I need to comprise to a group ******? I have never seen a consumer being treated like this in the **** Shame on you Bay Club.
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 11/27/2024

  The ******** offered multiple ways we would allow this member to use up the package, even after he is no longer a member. It is his choice not to take our offers to schedule the sessions, but a refund is not warranted.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22592943
  
  I am rejecting this response because: no change from previous business update.
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:10/25/2024

  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 joined The ******** in June of 2024. When I went in to discuss a membership I was told that pilates and pickleball were included in the membership. They were not, they were extra charges. In addition, the location actually wasn't providing these services throughout the summer. I was misled because (a) when the sales person showed me the pilates studio he mentioned the classes I could sign up for, but they didn't exist (b) i actually saw people playing pickleball, only to find that all classes, etc. were canceled in the app for sign-up after I signed-up. It is possible he didn't know that all pickleball was about to be canceled, but I don't know for sure.Finally, the sales person said that the "promo amount" for the sign-up fee would rise the next week, but this was also a falsehood.

  Business Response

  Date: 10/31/2024

  This is to confirm that Ms. ******** did join the ******** on June 29, 2024.  *** sales *** reached out to Ms. ******** on June 30th to provide any assistance and answer any questions.  On July 9, 2024 Ms. ******** reached out for clarification on a charge for a ***************** charge and that she was clarifying a pause for 2 weeks on the membership.  *** *** ******* *******) responded same day and clarified the open play (no fee) for Pickleball and no need for bookings.  As for the Clinics or DUPR those are constructed classes that would be an additional fee for our professionals that put those offerings together. We also offered Ms. ******** a credit on her account for the charge as a courtesy. We noted that we do not have a vacation pause to the membership and it is a month to month.  *** Tennis pro reached out on July ******* to clarify the charge and did not hear back. We in turn received notification on September ******* that Ms. ******** would like to cancel her membership and when asked why reason to resign - she indicated that she could not find classes at the times she preferred to go to the Club and she had a pool at her residence and did not make sense to pay for both.  We have Ms. ******* ******** visited the Club seven times from Jul - Sept.  *** resignation process requires a calendar months' notice, and her membership will end on Oct 31, 2024. We will issue a check refund the tennis/pickleball charge, but there is no refund warranted for the membership.  *** leadership has reached out numerous times to discuss with Ms. ******** and we have received no response.

• Initial Complaint

  Date:10/01/2024

  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.

  I first requested to ****** an annual prepaid membership August 31, 2024. Due to the club's poor customer service and failure to respond and/or issue me the refund, I am still awaiting response from the executive team at ******** as of today October 1. All required documents have been confirmed received, however the Club refuses to provide a refund of several thousands of dollars in violation of the terms of the membership agreement. I have had to schedule a meeting with my attorney to resolve the matter. The entire process has been very wasteful and tedious.

  Business Response

  Date: 10/01/2024

  This is to confirm that we received Ashley Kim's request to resign her membership effective 10/31/2024 - ticket #914131 on 09/24/2024.  We did request proof of relocation for the refund to be submitted for approval. On September 25, 2024 we did receive the required documentation (lease) and have submitted for refund of 11 months of membership. Member paid $5160 for 13/12 membership - requested 10/31/2024 end date.  We have submitted a refund approval of $4366.15. We submitted the request to Leadership today and expect to receive approval by 10/8/2024. We will contact member to refund as soon as approval is received.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22364804
  
  I am rejecting this response because:

  As business mentioned, they have not issued thr refund. It took them a month from the time I first requested to cancel to follow up and tell me the documents needed to process the cancellation. As many complainants have mentioned, they simply dont reply to emails. Saying they'll process the refund means nothing because there is no credibility.
  

  Business Response

  Date: 10/09/2024

  The Bay Club has a process for ALL refunds and as we indicated that we received Ms. Kim's proof of relocation and needed to submit for our Leadership's approval.  On October 8th we submitted for approval and the refund was approved.  Our local team called Ms. Kim for confirmation if she would prefer a check refund or refund to a card.  Ms. Kim provided a card and our team issued the refund on 10/09/2024.  The Bay Club is considering this matter and refund closed.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair 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.

  Bayclub raised their prices in June, but has not been transparent about the increases. They did not send an email notifying members of the increase. When I contacted them about the issue, they said an email was sent may 15th, but could not show any record of it and only sent a link to a video on their website. I have been trying to get this issue resolved since early June. They will not let me cancel my membership for July even though they failed to notify me about the increases. I have tried in person and over email many times to get this resolved. They keep pushing it to other people and now have not responded to three of my emails. In person, they also admitted that members who opt out of marketing emails will not receive billing increase notifications. They admitted this is a fault in their system, but have done nothing to rectify it and are still charging me a membership fee for July even though Ive been trying to cancel since early June. Overall, they have been extremely unprofessional in handling this situation.

  Business Response

  Date: 07/28/2024

  We received an initial correspondence from ********************** on June 5, 2024 regarding the June statement and the pricing increase.  We did notify our ******** membership base on Wednesday May 15th of our June updates on construction and development and dues increase of $20 per adult member. When we responded to ********************** ticket #****** we did send our link for the updates and our representative left her direct number for any questions.  

  We then received another communication on June 10, 2024, Ticket #******, requesting cancel membership for next month and how to proceed.  We noted that on our Shared membership she was able to end the membership for the Add-On's of her group by the 25th of the month and that the Primary member does require the calendar months' notice to resign the account.  ********************** had signed our Shared membership agreement on 03/25/2024 that clearly states our resignation policy.

  We are willing to refund the dues update of $20 per person as the account is leaving due to the increase.  We have applied a $120 credit to the membership account and will close the loop with ********************** for the final payment.

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 22003418
  

  I appreciate the response from the business, however, I feel I deserve a full refund for the month of July. 

  The bay clubs answer still does not acknowledge that they did not send any notification of the increase which is the entire reason I requested to cancel for July. When I originally contacted them, they mentioned an email was sent on May 15th, however, no proof of this email has been shown and none of the members I contacted received the email either. When proof was requested (multiple times), they sent a website link with videos of club updates with no written notification of the increase and still no email. The bay club was not transparent about price increases and I was only made aware of it when I saw the bill. 

  I am asking that they waive the 30 day notice and cancel the payment for the entire month on July. The discount is appreciated, but doesnt fully amend the issue. 

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

  Business Response

  Date: 08/12/2024

  While we understand that Ms. **************;rejected our previous credit, the ******** does note within our Guidelines from time to time, and at its sole discretion, may adjust the amount and the terms of payment of the dues required for new or continued membership. We did send our members communication of the June update with-in CONNECT and via email/video in May 2024.

  The Shared Membership that ********************** and her group were participating in was a month-to-month membership, as noted in her Membership Agreement.  Our team indicated in our correspondence with ********************** that Paid-In-Fulls memberships were not affected, as such, was a correct statement, however that was the plan she was on. 

  As a one-time courtesy the ******** will refund the final payment received and clear any recent fees that were assessed with her account.

  Customer Answer

  Date: 08/12/2024

  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:06/20/2024

  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.

  Sexually harrassed and violated in the hot sauna back in April of this year (2024) and an investigation was promptly opened up.However, now I'm getting constant emails threatening to send an unpaid balance to collections. This unpaid balance shouldnt exist as my account was frozen.Please see emails with ******** and ***************************. With an absence of email from *********************** who never reached out after being told he would.In addition to this, I've attached a screen shot of my calls with **** who led the investigation to find the gentleman who looked under my towel and tried to offer me a *******. I wish I had a recording because on Monday, 6/17/2024 I was called by **** and was told that it whatever was charged would be refunded. There's an attached screenshot that shows that the call did happen.This whole thing could easily go to court.I've paid this business $307 and they're claiming I owe them more (approx $380) which, as proved - should not be the case.

  Business Response

  Date: 06/20/2024

  The PRO Club, a property of the ********* recently switched to a new billing system on June 1, 2024.  We sent all members a copy of their June billing statements on June 5,2025.  ****************** contacted us on June 14, 2024, to make us aware that there was a current investigation going on his membership and it was on hold.  The new billing system did not pick up that a hold was on his membership, and he was charged current dues.  We indicated to ****************** we were unaware but would note the account and sent his information to our HR to follow-up on the investigation.  We also provide ****************** with a copy of his PRO Club history as we did not have the any payments notes prior to the incident.  We have heard for our HR department and cleared ****************** balance while we are conducting this investigate. I will send ****************** his PRO Club history statement and our current statement reflecting the $0.00 balance.  Our HR department is still completing this investigate and will contact ****************** on status.

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  My understanding is that these documents reflect a $0 balance due, if that is the case - then I am satisfied. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:06/19/2024

  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.

  ******** keeps increasing fees and is not being clear on when/how these increases are going to come. Traditionally they increase fees 1x a year in January. Last year they also added in June, which we thought was a one-off, but this year they did it again in both Jan and June.The problem with the increases is they are are not being transparent about when or how often they are going to be doing increases. They only alerted this last time with in a video message the month before of the increase (who watches videos in emails?), and they can not give us an answer on when and how often increases will happen. When asked to clarify, the rep noted that they themselves were informed of the increase by corporate on May 28th and were unaware prior to that. He also mentioned that - the January increase will happen as expected, but as far as he knows - ******** is not going to hike dues again in June 2025 as they have received a lot of complaints. But this is still NOT a clear answer.We am asking for Bayclub to be VERY CLEAR on the price increases expected of all members, this includes the family and friends that are paying for their parts in the gym memberships as well. I am also requesting we be refunded the June increase and to not increase more they follow a more appropriate notification time, like at last 3 months. And that if they are going to regularly increase, then they should disclose that as well,*********************** (on account with ***********************************)

  Business Response

  Date: 06/20/2024

  Thank you for the message and we are looking into the issue and will update as soon as possible.

• Initial Complaint

  Date:04/20/2024

  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.

  I canceled my Bayclub membership on Dec 31 2023. Their policy indicate one full month so I paid $297 on Jan 2024 and $386.43 on Feb 2024. I send multiple email to the the company and received "part away" email. This company does not have any way to talk to customer service directly. But their Senior Membership Director ************************* send me email confirm cancelation. The company is keep charging me and in recent transaction on April 16 2024 they charge me $304.43 and send me an transaction receipt.

  Business Response

  Date: 04/20/2024

  Thank you for your message.  This is to confirm that the ******** did honor ******************** resignation request and his membership was expired 02/01/2024, per his notice received 12/31/2023.  The terms of condition of resignation are to properly close out the membership balance.  We have contacted **************** on 10/05/23,1/8/24, 02/06/24 regarding collection on a past due balance on the account.  I have attached a statement for ******************** review that indicates that in September 2023 a payment was not received.  The membership was showing a balance on the account.  We received a returned payment 03/13/24 and on 4/16/24 we received a payment to clear the balance. This is to confirm that **************** was not charges any dues past February 2024 and the collection on this account was for an unpaid balance.

• Initial Complaint

  Date:03/05/2024

  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.

  *** has effectively tried to apply a 58 day cancellation policy by playing games with billing cycles. Since it's 3/5 -- when they finally decided to reply to my cancellation request -- they say they can't cancel 3/30 but instead 4/30. Ridiculous. Fee is roughly $300/month. They should not charge me for ****** I haven't gone in months and they a ***************** period where they wanted my patience and show zero consideration in return.

  Business Response

  Date: 03/07/2024

  We received the members resignation request on 3/2/24 9:13 am.  Our resignation policy has been noted in our membership agreement, as noted below, which said agreement was sent to ********************** attention on 4/26/2022 when he reactivated his membership.

  This is a rolling two-month contract. I understand that I am purchasing an ongoing
  membership that will continue until I terminate my membership by giving at least a full
  calendar months written notice in accordance with the Membership Information &
  Guidelines.

  We are going to allow ********************** to end his membership on 4/1/24 and noted that said member was very abusive in his demand for resignation. 

• Initial Complaint

  Date:03/04/2024

  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 joined the ******** in **********, **. I informed the salesperson that I was joining to get adult swim lessons.He assured me that they had someone who taught the adult lessons. After getting the membership, he said he would send them a message, and they would reach out to set up the lessons.I was charged the membership fee, and charged for the next month ($222.00), but never got lessons.I got an email from a coach telling me to fill out a form. He responded, telling me that he only trained swimming athletes and that he was not the correct trainer for beginners.I got another email asking about my swimming experience, which I also filled out, and I never heard back from anyone.

  Business Response

  Date: 03/07/2024

  Our Club VP spoke with *********************** and wanted to provide you with details regarding this incident:
  ****** was enrolled by ************************* on 1/28/24.  Her primary reason for joining was to get swim ******s for herself.  ****** was introduced to ****** (our primary swim instructor) during the tour and ***** stated that he would put her in touch to set up her swim ******s.  This did not happen. ****** then referenced that she was sent a questionnaire by a male swim instructor asking her to fill out so he could help her get started.  She said she replied to the survey and never heard back.  We do not have a male swim instructor, so I asked her if she recalled the name, and she did not.  As a follow-up, I requested that she send me the email if she can find it so I can see who she was speaking with and address accordingly. ****** never purchased any swim ******s. ****** then submitted a member services ticket on 2/18/24 and ***** sent the email to *****, *****, and Me to contact her. ***** reached out to ****** but never heard back from her.
  The ticket was closed on 2/21/24. ****** decided to cancel her membership.  She went on and processed it but then mentioned that she didnt want to agree to the terms because they state that you have to agree that you will not get any of your money back and she wanted a refund due to the fact she hadnt used the club and didnt get what she signed up for. Ultimately, she decided to process anyway, which she did on 3/2/24.
  
  I apologized to ****** for the poor experience and let her know that I understand her reason for cancelling.  I offered to personally help her get set up for a ****** with ******, but she declined.  She said,I just want to have my membership cancelled please.  I can see that ***** has processed the cancellation today.  As a follow-up I did ask her to send me any emails that she received so I can track this breakdown back to those involved and address the issue.

  We will continue to follow-up with member to make sure issue is resolved.