ComplaintsforNorthside Athletic Club

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a membership with NS Fit July of 2021. In February of 2022 I called to put membership on hold beginning March ************************************************ a few months. I was told that wouldn't be a problem. June 2022 I received a call from a collection agency about my past due account with NS fit. I was shocked and distressed to say the least. I immediately called the collection agency and told them I was suprised due to my account being on hold. After speaking with then I called and spoke with manager ********* She informed me that my account was never placed on hold and that I had to submit everything in writing and there was nothing she could because that was "back office". I received no calls from them or anything in writing saying I was past due or about to be sent to collections. Since then I have been trying to get a hold of a supervisor and even called the owner to try and get this settled but I can't get anyone to work with me. ******** had told me they sent me several emails but they had the wrong email on file for me so I had no knowledge that a debt was even due. I'm trying to come to a fair middle ground since I feel that I did everything withing my power to do the right thing. This gym doesn't even have a printer or form I can fill out for a hold so I don't know how they expected me to do it in writing. If I would have known I would have immediately gone into the club and fixed this. I have been met with nothing but resistance and in the contract I signed it did not say I had to put the hold in writing. They told me unless I have my conversation recorded there was nothing they could do.

  Business response

  06/24/2022

  April Pierces complaint received by BBB. As stated in Aprils statement, she signed up at our club 7/9/21. All of our memberships are paperless. The membership process is done at the club, signed by the club member, and then submitted by NSFit staff. Our process to cancel memberships or place memberships on a freeze are completed in the same format as our membership process. Meaning, the member must go in and complete the request form with a staff member on a computer and needs to sign form. Staff is unable to submit any requests forms if the member is not present because the members signature is required.
  Once these requests are completed and submitted, the back office is able to go in and make the appropriate adjustments to the members account. If these steps are not completed, the back office does not make any adjustments, as there are no requests submitted to do so. Looking into Aprils account, the only form(s) we have attached to her account are her membership contract.
  Continuing into Aprils statement, in June 2022 she received a call from a 3rd party collections agency. She states she did not receive a call or anything in writing. Looking into Aprils account, her card was disabled on 3/1/22 due to Suspected Card, therefore, we were unable to receive payment for her March dues. On 3/10/22, we started our attempt in contact April to inform her of her account being past due. We left many calls, texts, and emails regarding her account being past due. All the calls, texts, and emails are completed in our system and automatically uploaded to the members notes. We have attached the notes to this response letter. You can see the many calls, texts, and emails sent by both our staff and our automated system.
  The phone number we utilized is the number we have on file and the same number you have under customer information. As for the email, ******************** , this is what April provided to us at the time of sign **. ** addition, our system has the ability to see if a member opens the emails we have sent. We can see emails sent to ******************** were opened in March, April, and May.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As an employee at this gym, I was entitled to a free membership. Instead they charged me the entire time I worked there and have continued charging me (an additional 7 months and counting.) They will not respond to me or talk to me about resolving this issue. From what I understand, they do this to everyone.

  Business response

  03/11/2022

  Tell us why here...This is what we found in researching ********************** complaint.  ****************** signed a 12 month membership contract on 9/7/2020.  She then signed a 12 month personal training contract on 9/8/2020.  ****************** became employed on 3/1/2021.  Employees are eligible for a free membership after 90 days of employment.  ****************** would have become eligible for a free membership (while employed) on 06/01/2021.  It is the responsibility of the employee to notify management and back office of their eligibility.  We have searched our records and do not find any communication exercising her benefit.  ****************** became unemployed with our company on 8/9/2021.  We do not have any record or communication from ****************** regarding the cancelation of her membership.  We do, however, have record of her cancelation request for her personal training contract.  Our records indicate ****************** continued to use the facility, taking Kickboxing classes through 9/10/2021.  To this date we have no record of ****************** attempting to cancel her membership.  Based on the date of her complaint, we have canceled her membership, waived the 30 day notice, and refunded her March dues.

*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. ↩