ComplaintsforFitness 19 CA 132

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/06/22 I visited Fitness 19 to cancel with my daughter ****** ********* who is billed with me and we requested to cancel our membership and was told they couldn’t cancel in the store because they go through an outside billing and to email our request to ABC Financial and we did that in 1/06/22 and we received an automated response they had received the request and would respond within 3-5 days but were experiencing longer wait times. I haven’t had any contact but also received another automated charge for their services . I had called to cancel and was told I needed to go in and then was told to email. They make it very difficult to cancel.

  Business response

  02/15/2022

  I reached out to the customer and resolved the issue.
  Let me know if you have any questions or concerns.
  

  
  

  Customer response

  02/19/2022

   I am rejecting this response because:
  
  I spoke to ******* from Fitness 19 and she said that my account would be closed and that a pending payment was already scheduled for $8.98 and that she would refund that payment and I never received the refund taken on 2/15/22.  Also the response doesn’t include that they are closing and refunding my account .  I had a conversation with their financial ABC and then received an email stating the opposite of what I was told so I want it in writing that my account is closed and the refund is going to be issued.  

  Business response

  03/01/2022

  This response is in regards to another message from ID ********.
  The member was advised that there would be a refund for the amount of $8.98 and that there is a processing period of 7-10 business days for the refund to be processed. The refund has been processed, and the membership is under a pending cancel. After March 14th, the membership will be cancelled and the member will no longer have access.
  

  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I upgraded my gym membership with Fitness 19 in August, 2021. It costed $15 a month, and would give me personal training for $30 each session. I only took one, and it was free. Since then, I’ve been charged $30 every week since September 4th, and I haven’t been to any personal training, due to my work schedule. I had no idea I was being charged every week, and I just want that money refunded to me.

  Business response

  01/06/2022

  Good afternoon,
  
  This response is in regard to complaint ID ********. We were able to sit down and converse with our member in-club and reach a resolution.  
  Please let me know if you have any questions or concerns.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up under a 12 month contract to fitness 19 in yucaipa ca for me and my 2 daughters. I decided to cancel my contract at the end of the contract. I emailed to give them notice. They told me there is a 30 day period and one more bill would come out. I accepted this as it is in the contract that one more monthly bill would come out. Then 3 days before the 30 day cancel period was over they withdrew 149.97 for all 3 of our yearly dues. This is unacceptable and our initial contract does not say they will take out yearly dues after I have given notice of cancellation. Completely unacceptable business practice to take out yearly dues after I have given notice of cancellation. All I want is my 149.97 back.

  Business response

  01/03/2022

  Good evening,

  
  

  We reached out to the member to clarify that after Fitness 19 receives a member's written notice of cancellation, one more automatic billing will occur on the next scheduled billing date. In this case, the dues (fees) owed in the allotted 30 day period had their scheduled annual service fee included. The same applies to the member's daughters. I apologize for any miscommunication or misinformation. To assure the member that the payment was not a malicious charge on our end, I offered to return only the annual fee, as the monthly payment is a fee that is stated would be billed one more time upon canceling. The member agreed, and the situation was resolved. 

  
  

  Please feel free to contact me if you have any questions or concerns.

  Thank you,

  Customer response

  01/03/2022

  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.

  
  

  They have called and refunded my money.   I accept their action.   Thank you! 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a membership with Fitness 19 which is run financially by ABC Financial/ABC Fitness Solutions. According to Fitness 19 in Yucaipa, the last time I went in was July 2020. They had shut down and so I changed over to 24 Hour Fitness for a short time until 24 Hour Fitness also shut down and continued to charge me. During this time there was a stop hold on payment by Fitness 19 which ended on 12/10 and I was unaware of being charged. I had moved out of the area by as early as 9/22 according to bank grocery statements at the Ralphs Market. It then stopped using any previous gym services until I started services at Chuze Fitness. My USAA statement shows that my last reoccurring payment was 24 Hour Fitness on 10/14 and that my first Chuze Fitness payment was 11/04. Following my discontinuation of services at both 24 Hour Fitness AND Fitness 19, Fitness 19 began charging me on my Wells Fargo Statement beginning 12/20/2020 without my knowledge and consent. I then sent emails to ABC Financial to cancel my account following my move in March even though they had still charged for services not received. They had asked for my new address which I supplied and they didn't cancel it. The following are charges which took place: 12/10 $9.99 12/29 $9.99 1/29 $9.99 3/01 $9.99 3/29 $9.99 4/29 $9.99 6/01 $9.99 6/29 $14.99 7/29 $14.99 8/30 $14.99 9/29 $14.99 10/29 $14.99 11/11 $49.98 Following my research of the evidence that two separate gyms were charging me money unknowingly for services that I wasn't receiving when they could have notified me is very upsetting. Additionally, Fitness 19 charged an additional $49.98 for no reason and switched from my Wells Fargo account where I had made a complaint with the bank to my USAA veteran's credit card on 11/11 which is also my birthday as a veteran just pisses me off. I want to be refunded back to 12/10/2020.

  Business response

  12/15/2021

  When a member requests to cancel, they are directed to follow up with an email stating the intent of canceling. If members are under a twelve-month membership, then they are required to buy-out their membership agreement at a fee if they choose to cancel early. Members are only qualified for early termination and a waived buy-out fee if one provides sufficient proof of relocation or medical conditions. In this case, if one states that they are canceling due to move, then proof of relocation is required to fully complete and cancel the membership. Our billing company did not receive proof, therefore, billing continued. The procedures were clearly explained on our end. I respectfully offered to return the past three months of monthly dues because that is the most we are able to refund, and even offered some months free of charge. I explained this all to the member, and we agreed to a partial refund.
  

  
  

  Customer response

  12/17/2021

   I am rejecting this response because: although I understand their policy, I feel my refund should be more than a few months for unused membership facilities.
  
  
  

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