Complaints

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a membership when UFC fit was at the Temecula location, gym was big, plenty of equipment, clean facilities, heated pool.UFC sold business to new ownership and changed locations whit no prior mention when we paid subscription, new gym is under construction, dirty, not enough equipment and the one is there doesn't work part of the time.I've requested half the membership to be refunded and membership canceled but was told they don't refund money period.

  Business response

  03/29/2024

  The agreement has been transferred to a new Franchise LLC location within 10 miles from the original facility.

  Per the agreement terms: 7.15 Assignment. UFC GYM reserves the right to sell, transfer or assign your membership. UFC GYM may transfer your membership
  without affecting this Agreement if it transfers your membership to another UFC GYM facility or another comparable fitness facility
  within ten (10) miles of the original membership location.

  Customer response

  04/01/2024

   I am rejecting this response because:
  
  When membership was offered and sold the original gym owner offered a big location with more amenities, better time and equipment. When sold to the new owner the facility downgraded, less equipment and the amenities offered at time of original purchase are no longer available. It is not right to sell a product and then change it for something less half way with no warning. If I had been told that the gym was going to change ownership I woul have never purchased membership there.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined this gym on May 10, 2023. About 3 weeks later I placed my membership on hold due to medical reasons. I was assured when my medical issues were resolved I would have the benefit of my full membership. I have reached out to them several times since last year and no one called me back and I was told to email them which I did as you can see in the documents I uploaded. The gym now shows closed online. A full refund in the amount of $1,578.00 should be issued.

  Business response

  03/19/2024

  Member has purchased a pre-paid agreement with a 12-month value and any additional time is considered bonus time.

  Medical Freezes are processed with a valid Dr's note if the request is via email, confirmation will be sent to the member stating the expiration date will be extended from 3 months to a *** of 6 months in a calendar year. 

  UFC does not accept any verbal requests. Only written or in person requests are valid with both a confirmation receipt either in person or email as stated in the contract. 

  A copy of the contract is attached for your review. 

   

   

  Customer response

  03/22/2024

   I am rejecting this response because: I called the gym and spoke with the manager and then the rep from the gym called me to confirm my medical leave. There was never any conversation about what they are stating now. The manager and the rep both told me to advise them as to when I will be released from my doctor to return to workout. Despite their response that is not accurate, they never explained to me that I need to do anything more than speaking with them. They told me they would send me an email and I followed up several times regarding the email and they never responded. I provided those emails in my initial complaint.  Then the gym closed down for months. Then recently it seems they are at another location under another name. Despite their response, they are not being truthful.
  
  
  

  Business response

  04/01/2024

  The agreement policies stating the member concern have been highlighted for your review. The agreement is currently on bonus time, and any time requested to be frozen can be applied to the end of the agreement expiration as an extension. The membership is now transferred to ************ LLC. and we can as a customer service transfer the agreement to another person as a gift, or location as well. 

  Customer response

  04/01/2024

   I am rejecting this response because:
  
  Not only they did not place my membership on hold as they indicated they would, they closed down the gym without notification. If what they are saying in true that they had no notice from me about my ongoing medical issues, then they must have considered me as an active member, so why a notification was not sent to me to let me know they are closing down for a period of time and then another notification that they finally secured another location in another city weeks/moths later? and then another location that they changed the name of their gym? 

  There has been one issue after another with this gym such as misinformation, lack of proper membership and medical leave management, gym closure, and now lack of transparency. Someone who is going through major medical issues should not have to deal with the stress of a company's mismanagement and lack of candor.  I am requesting a full refund. Thank you.
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  UFC sent me a text saying they would offer me a a deal if I prepaid a membership for two years. They offered me a two year contract for $450. Three weeks later the gym closed. There was no mention of a relocation that is almost 10 miles one way drive from my home. They announced to members they were closing in two days. I requested a refund and they said no. They proceeded to cancel me, with no refund.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Horrible management. Signed up for me and my family of 4 and had to cancel the following month. Was told I had to pay a month in advance to cancel so I did. They double charged me when they took out the monthly payments and when I spoke to there operations Manager, she apologized and stated she will refund the double charge amount. She only refunded one of the 4 payments they took out. I tried reaching out to her multiple times and she never returned my call or was, "busy", when I was at the gym. A month later I still have the payment not refunded and just saw they took out an additional payment. When I spoke to the employee at the gym she stated she only cancel 3 of the 4 memberships when I clearly told her to cancel all the membership. Now there is no way to get ahold of them because they closed down the temecula gym.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I agreed to a set price for three memberships, 2 adults and one child. The total deposit for this was $644 and then $125 a month for both adults and $100 for the child membership. But a week later when i paid the deposits, we found out that it was only for one adult membership not two, and the child membership. On July 23rd 2023 i called ******************* the operation manager and explained the issue and asked her to cancel the memberships and refund the deposit money. She agreed to and said that i would have my refund within 5 to 7 business days from Monday July 24th. So far it has been 10 business days and i still have not recieved my refund. I have sent her two emails and called leaving a message on her phone and she has not returned any correspondence. And any time you call the gym they say she is not there that day. I feel as though she is avoiding me now and hoping i just go away. For me thats a lot of money that i feel i am being scammed out of.

  Business response

  08/07/2023

  Agreements have been refunded as of 8/4/23

  Respond on Refund Status has also been submitted to Mr. ***************************** on 8/4/23.

  The Agreements are cancelled per the member's request.

  Receipts of refund is attached for your review.

   

  Customer response

  08/09/2023

   I am rejecting this response because:
  
  On Monday August 7th i did recieve a refund for the adult membership of $357.00. However i am still waiting to recieve the refund for the child membership. If this has been processed and is in transit please let me know.

  Business response

  08/09/2023

  Refund has been processed as requested to cc xxx3176 **** $297.00, we have attached receipt from our POS system dated 8.4.23. All requested refunds have now been sent to the member and accounts are closed.

  Customer response

  08/17/2023

   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.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I've canceled the membership and they still charged my card 3 times AFTER REFUNDING ME. **Unauthorized charges**. I've talked to ***************************** and *******************. They confirmed my cancelation and now im receiving unauthorized chargeson my card. Do not trust UFC Gym Temecula.

  Business response

  07/21/2023

  To whom it may concern, 

  The Agreement for Mr. ***************************** has been cancelled, and we have contacted him via email today as we received his concern to rectify the charges.

  Unfortunately he has already disputed the payment through his bank, therefore it stops us from refunding the amount back to his account.

  He has not email us back today.

  Please see the attached documentation.

  Let us know if you have any further corncerns.

   

   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Charged my account over $2,400 within 4 months. Lied to me about not being charged for recovery while it’s not being used. Bait and switch, unlawful sales tactics. Have requested a refund via email to no response, have requested a corporate address, to no response.

  Business response

  03/29/2023

  Member ****** ****** correspondence is attached. 

  Agreement is cancelled per her request 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went into the UFC Gym in Temecula for a free trial. While I was there, I signed up for a month to see if I like it or not. The guy who signed me up stated I have 5 days from today to cancel for a full refund as I told him I’m not sure I can keep it due to military obligations. I signed up Sep 5. Due to military obligations, I called them 3 days later, Sep 8, to cancel. I was told that it will not be an issue since it’s within 5 days, I will get a full refund. She then asked me to send an email to their operations manager to finish cancellation, which I did minute after the call was completed. I then got a response back from ****, ufc gym Temecula operations manager, saying I need to give them a 21 day notice to cancel, then she charged my card for the month. I have since sent 5+ emails asking for a refund and explanation. She has yet to respond. Where is my refund since I cancelled within the 5 day policy I was told by the salesperson on the day of signup, and on the phone when I called?

  Customer response

  09/21/2022

  Hello, as requested, here is the location and address of the business I am making a complaint about:

  UFC FIT Temecula

  ***** **** Rd, Temecula, CA *****

  ###-###-####

• Initial Complaint

  08/30/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I tried to cancel my membership. I followed protocol to the T. Per the agreement I was either to go in person to cancel or email the email listed in the agreement within 21 days. I emailed the address listed in my agreement that I have that I signed. Sent the email Aug 2 and today Aug 30 I was still charged! I called, spoke to a man named Bailey and was told that I had the wrong email and I was to email a lady named ***. The email I was told to email is ***.******@ufcfit.com. Which is no where listed on the agreement. I told him that email was not on the agreement and he just told me to email, asked if I could get a refund bc I have my printed agreement and he could not answer just told me to email again, I asked for a confirmation that my membership will be cancelled, which I asked for in the original email as well and he just told me to email. I explained that I do not want to keep going in circle and he was extremely rude and could not give me an answer and also kept changing his answers, he told me I had to come in and then told me I didn’t have to come in. Every person working there is rude and they are refusing to cancel my membership. I have my original agreement printed as well as a copy of my original email trying to cancel and I’m within all time limits and have double checked the correct email. They refuse to acknowledge that and just want me to keep emailing. The old ufc was the same way, took 5 months to cancel and for some reason I thought this new one would be different. I have attached my original email with the date as well as the entire agreement plus an additional screenshot of the cancellation page of the agreement which shows I put the correct email The email I originally emailed is also listed more than once in the signed agreement and I cannot locate anywhere the other Email, ***.******@ufcfit.com

  Business response

  10/14/2022

  To whom it may concern,

  
  

  The resolution to this member's concern has been addressed, and resolved.

  
  

  Email trail from the first request is attached for your review.

  
  

  MEMBRE: ***** *****

  AGREEMENT **********

  REFUND: processed 

*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. ↩