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:07/21/2023

  Type:Service or Repair 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.

  On November 7th 2022, I cancelled my gym membership at Fitness System in ***************, ** for $260. I found out earlier this month of July *************************************** $39 every month after I cancelled which is 8 months in totaling to $312 they took from me. Ive been contacting them for about 2 weeks now and theyve been doing the bare minimum to help me out. Finally after 2 weeks, they tell me they finally got in contact with the general manager just for them to tell me that the person who handles the billing just went on vacation and they dont know when theyll be back. Its incredibly frustrating and I dont know if theyll end up helping me. Ive attached the receipt I was given the day I cancelled my membership.

  Business Response

  Date: 07/25/2023

  The ** , *************, contacted ***************** and resolved this issue. A refund in the amount of $332 was processed on 7-24-23, and should reflect on *****************' card within 48 hours. He seemed happy with the resolution while on the phone with **************. If there is anything else we can do, we welcome ***************** to reach back out.

• Initial Complaint

  Date:08/02/2022

  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.

  I was a client of the fitness center company for over a year since March 2021. In June 2022 due to some family's issues I had to cancel the contract, however, just 2 weeks later, upon family issue's resolution I asked the company to reinstall my membership. At that time I was at the gym location speaking with manager who presented me with a renewal contract which showed some charges in addition to my monthly membership charges. I asked what are those charges, and a manager assured me, repeating several times, that I will not be responsible for those charges, that those charges are just for their personal, company's information, and as a client, I will only be charged regular monthly fees, which are $36. I was hesitant to sign and specifically asked what are those additional charges are; I asked several times whether I will have to pay those additional charges, and a manager refused to explain those charges are and assured me again and again that I will only be responsible for regular $36 monthly charges. Two months later, August 1, I noticed my credit card was charged $95. At the very same day I went to speak with the same manager, and while recognizing me and knowing she purposely deceived me, she even refused to speak with me. She was extremely rude, unapologetic, when I asked for her full name, she told me it is none of my business. I believe someone like her, who purposely lies to customers and constantly deceives customers and someone who's actions have direct financial consequences to consumers, should have not been put in the position of athority. It is my firm believe that it should be a company's responsibility to make sure they have well qualified staff to handle financial matters with their consumers. After I brought this matter to your attention, I want to make sure this company removes this particular manager from position of authority and starts paying attention to its company's morale and provides effective training to its employees.

  Business Response

  Date: 08/08/2022

  Hi ******,

  We sincerely apologize for the miscommunication, and that the manager did not professionally handle your concerns. We pride ourselves on delivering exceptional customer service and it appears we did not deliver here!

  We were told that our VP has reached out to discuss the charge, and we're happy to hear she clarified. It also looks as though we have waived your September dues to make up for the inconvenience. We will also be speaking with the staff member in question now, and look at reorganizing our staff to make sure our customers are taken care of.

  If there is anything else we can do, please let us know.

  Thank you,

  Fitness System Management