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:04/04/2025

  Type:Order 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.

  Signed a contract for Karate lessons with *********** ******* Arts who use ASF Payment Solutions to process their payments etc. We were told that we could cancel our membership after 6 months. Th 6 months expired December 19 2024. We contacted them December 23rd 2024 requesting that our account be closed. We were told they needed a 60 day notice. We gave notice, formal, written. We asked a question about whether we could pause membership or not, and were told we would need to contact alexanders. We did, they told us to contact ***, we did. Nothing happened. Our account was not closed. Contacted *** again February 11th 2025 to confirm we would not be billed for March as the 60 days was coming to an end. They told us we had to start the process again to lose the account and required proof that we had moved with a new drivers license and utility *************** emails later where I sent the prior email text stating this was not a requirement of closing the account and we have not moved, they determined that they would not *** that information to proceed with account closure. Each time I waited up to 1 week to hear back from someone pushing the date further and further out. Finally today is April 4th and they emailed to state that they finally had all the information they needed to start the 60 day notice to close my account! They are not going to close it until June! I have been trying to close this account since December. That is an extra 6 months of $149 per month!!! I reminded them that I sent the second round of emails requesting closure on February 11th and have not heard back from them.

  Business Response

  Date: 04/09/2025

  Dear *****,
  
  Thank you for reaching out to ASF Payment Solutions. A follow up email was sent to you on April 4th, 2025, stating that we would honor cancellation of your account with *********** ************ effective February 23rd, 2025. As stated in our reply,no further dues will be drafted after April 24th, 2025. It was also relayed to you that any dues or fees incurred during the 60-day notice period would still be charged and are non-refundable, and as long as those are paid, your account is set to cancel on the aforementioned date of April 24th. At this time, your account is in good standing with nothing outstanding, set to cancel on April 24th, 2025.
  
  Thank you,
  ASF Payment Solutions

  Customer Answer

  Date: 04/09/2025

   
  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:03/21/2025

  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 pay $35 per month for my gym membership. One payment was not processed and I was then charged $103 because it was missed. This is absolutely ridiculous to begin with, but after I paid that they charged me yet another $15. I signed a contract with my gym, not whatever this "business" is. I owe them no money but was nice enough to pay it and then they charged me with yet another $15 charge AFTER I paid. This is an absolute mockary of a "business" and should not be allowed to operate like this.

  Business Response

  Date: 03/28/2025

  *****,
  
  ASF Payment Solutions, whom you have spoken to regarding this matter, is the payment processor for Athens Health and Fitness.
  
  On March 18th, 2025, after a review of your account,you were past due in the amount of $73.95 which included $34.95 past dues as well as a $39.00 annual fee, and a returned item fee of $29.00. At that time,you stated you would pay what was owed, which was $50.00.
  
  On March 19th, 2025, our Support Specialist explained the $34.95 was for the first month's dues and the $29.00 charge was your enrollment fee. We asked for proof of payment for the annual fee which you stated had already been paid, and received a response that you believed you had paid it, but had not. You then inquired about a $15.00 charge.
  
  On March 21st, 2025, our Support Services Specialist explained that due to insufficient funds when attempting to process your payment on March 16th, 2025, there was a $15 returned item fee charged, which was the answer for your inquiry about the charge. That same day, it was relayed that we did see another returned item fee which was waived. At this time, your account is considered current and no refund will be applied to your account. 
  
  Thank you,
  ASF Payment Solutions

• Initial Complaint

  Date:12/26/2024

  Type:Billing 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.

  This is about Account #******* - ******** Usonwu.On 9/26 I got in contact with *************** Elite to request a pause because we had lost our apartment due to a flood and we were effectively homeless and I was told there is no pause and the only other option was to continue to pay monthly with an additional $15 which is nonsensical since we wouldn't be attending any further classes. In response, I sent a Notice of Membership Cancellation and was told the account was frozen and I was given a list of requirements including proof of residence and such which I cannot provide because again we have no physical address because WE ARE HOMELESS. My daughter's account should be active again since it was frozen on 9/26/24 for 3 months. Per the contract, a 30 day notice is required to cancel so I am now requesting that the account be canceled as previously requested 3 months ago. I sent in an official Notice letter, and have followed the contract terms. ****** immediately as previously requested. I do not wish to continue to do business with *** nor Taekwondo Elite. I do not authorize any charges to any of my payment methods that you have on file. In the event that there are unauthorized charges made by *** I expect a full refund.Send me a confirmation of cancellation.

  Business Response

  Date: 12/31/2024

  Hello,
  
  ASF Payment Solutions is prepared to offer a three month freeze to accommodate your concerns. This should allow time for us to receive the necessary paperwork regarding the changes to your living situation. Once received, we can cancel this membership. Based on your contractual agreements with Taekwondo Elite: 
  
   RELOCATION: Student may cancel this Agreement if Student or Taekwondo Elite moves more than 25 miles from Taekwondo Elites current location.
  To cancel due to relocation, valid proof of move to new permanent address and 30day advance written notice must be sent to ASF and Taekwondo
  Elite. A residence investigation will then be conducted and once move has been verified, any money to be refunded to the Student shall be paid by
  Taekwondo Elite within 30 days and any automatic transfer shall be canceled.
  
  To initiate this freeze, please reach out to ASF Payment Solutions at ****************************************** and reference case number 00210358.There will be no payments required during this three month freeze; however, if after three months the necessary paperwork is not received, the membership and payments will resume.
  
  Thank you for contacting us regarding this cancellation; we look forward to assisting you.
  
  ASF Payment Solutions
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22731073
  
  I am rejecting this response because:

  I do not need yet another copy and paste response. Once again in case *** employers have trouble reading: WE ARE HOMELESS. You have to be disgustingly insensitive to respond with that robotic regurgitated script.  We do not have a physical address in the state of **********. You are hereby mandated to provide proof of cancelation of this contract with immediate effect because as of this writing we are hereby confirming that we do not wish to continue to do business with *** nor it's partners now or in the future. I have attached documentation on the ******* we set up with the US Postal Service that is our only way of receiving paper communication. That is way more than you need. 
  
  Sincerely,
  
  ****** Usonwu

  Business Response

  Date: 01/16/2025

  ******,

  Thank you again for reaching out to ASF Payment Solutions. Your concerns have been taken into consideration and we do understand and empathize with your current situation.

  For clarification, ASF Payment Solutions is contracted with Taekwondo Elite to maintain and enforce their retail sales contracts. Due to our agreement with the facility, we must adhere to the rules and restrictions set forth by Taekwondo Elite in every member contract. This means that we are contractually obligated to follow their direction when it comes to cancellations of memberships. The decision to cancel a membership does not lie with ASF Payment Solutions, it lies within the agreed upon terms and conditions contained in the membership agreement. If we were to cancel a membership outside of their contracted requirements, *** would then be in violation of our own contractual obligations with Taekwondo Elite; therefore, we must adhere to what is stated in a member's contract.The direction provided in our last response was given to us directly by Taekwondo Elite, after a direct reach out by our staff to the club, and that direction was to place your membership on a freeze for an additional 90 days or until the necessary paperwork for housing is received. This was done with the approval of Taekwondo Elite as we do not make those decisions without their approval.

  At this time, we have moved your account to statement which means auto-drafts have been discontinued.

  Thank you for reaching out to ASF Payment Solutions.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22731073
  
  I am rejecting this response because:

  Taekwondo Elite says contact ASF, ASF says it's Taekwondo Elite, yada yada blah blah. 

  I am reiterating, I HAVE FULFILLED ALL TERMS OF CANCELATION AFTER SERVERAL NOTICES TO CANCEL PER THE CONTRACT I HOLD NO FURTHER OBLIGATION TO EITHER ASF OR TAEKWONDO ELITE. I FULLY EXPECT THE CONTRACT TO BE CANCELED AND THAT IS THE ONLY ACCEPTABLE OUTCOME. I WILL BE REITERATING THE EXACT SAME DIRECTLY WITH TAEKWONDO ELITE AS SOON AS POSSIBLE. ANY FURTHER REFUSAL BECOMES A CASE TO BE DEALT WITH LEGALLY. 
  
  Sincerely,
  
  ****** Usonwu

• Initial Complaint

  Date:12/16/2024

  Type:Billing 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 signed up for a gym membership through my insurance united healthcare and received a bill from asf payment solutions for ***** I will not be paying this since you need to get this from *****************

  Business Response

  Date: 12/19/2024

  Hello, 
  
  The $14.99 Mr. ***** is referring to is an Annual Enhancement fee charged by New London Total Fitness. ASF Payment Solutions bills according to the terms submitted by the gym. To review the terms of the agreement, Mr. ***** would need to refer to his signed retail sales contract or contact ************************ directly.
  
  Thank you, 
  ******** *****
  ASF Support Services Manager

• Initial Complaint

  Date:09/24/2024

  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.

  I was working out of state in ******** so I signed up for a gym called ************. It appears that they outsource their payment to ASF so when I tried to cancel my membership it has become a problem. Ive been trying for about a month now and they have not let me. They charged me an extra month which is fine, I can survive with that but Im not trying to deal with this problem more than that. They keep telling me that Im not able to do so and over email repeat the same things over and over. Then when I call them they told me they would call me back after the phone wait was 45 minutes and when they did nobody said anything on the line and then the line hung up. It seems like something thats been a problem for other people too with this company.

  Business Response

  Date: 09/30/2024

  Good day,
  
  At this time, Mr.******* ********** with Fitness Mill is cancelled effective September 24, 2024.
  
  The following is stated in Mr. ******* contract which he signed on August 6, 2024, regarding cancellation of this ********** with Fitness Mill:
  
  Additional Rights to Cancellation. The member may also cancel contract for any of the following reasons. 
  
  A. If, upon a doctor's order, you cannot physically receive the services provided because of significant physical disability for a period in excess of six (6) months. 
  
  B. If you die, your Estate will be relieved from any further obligation for payment under the contract then due and owing. 

  C. If you move your residence more than twenty-five (25) miles from any fitness center operated by Carbone Athletics at The Fitness Mill. 
  
  D. If the services cease to be offered as stated in this contract. 
  
  E. You may opt out 7 days prior to billing date. No extra fees.
  
  ASF Payment Solutions followed Mr. ******* contract details and asked that he provide the details of his move as stated in section C. Mr. ***** declined to submit the required proof for this request and reached out to the club directly; it appears Fitness Mill cancelled his ********** in-house. The club, at all times, has the right to cancel the agreement as it belongs to them, not ASF Payment Solutions.
  
  We apologize for any inconvenience in this matter, and for any issues with communication caused by the ASF Payment Solutions team. We strive for clear communication in these matters and work to provide the best service possible.
  
  Thank you,
  ******** *****
  Sr. Support Services Manager

• Initial Complaint

  Date:06/17/2024

  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.

  I submitted my cancellation notice for account number ******* on April 2nd, 2024. I chose to cancel and not renew my membership, mind you on this date, my contract till June 2024 was paid in full. I was wrote back saying account must be current, etc. I wrote back again on April 3rd, 2024, and stated my account balance was paid off, I just did not want it to roll over, they did not respond to that email. I also stated that if if they will not cancel my membership then I am revoking my *** and do not authorize them to withdraw or debit my account. They did not respond to that email either. On May 31st, 2024, I emailed again asking if they canceled the account, they did not respond to that email either. On June 15th, they still tried to charge my account and are now showing a past due balance, and still tried to charge me, even though I revoked the *** Permission to withdraw or debit. Now the account is showing a past due balance, and there should not be a past due balance, and they failed to communicate back this whole time.

• Initial Complaint

  Date:06/05/2024

  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.

  ASF payment solutions took my payment of $135 for services at ********** boxing on April 2nd , 2024. Payment cleared and as a result my gym membership became past due. Gym couldnt do anything on their end regarding payment. My bank didnt see the transaction as fraudulent so I couldnt dispute it. I had to call ASF and ****** promised a refund but after week and some change no refund. She told me the gym had my refund via email. Im going in circles from gym, bank and ASF. You guys took the $135. For nothing. The bank is not responsible. The gym isnt responsible. You guys are not a non profit organization and I never agreed to give you guys a free $135. I need my money returned ASAP. Where does the $135 go that was supposed to be applied to my gym membership? Please return this donation at once.

  Business Response

  Date: 06/10/2024

  Palm Beach Boxing is no longer a client contracted with ASF Payment Solutions as of 3/14/2024. However, once ASF collects funds we remit those funds to our client on a schedule. Therefore, Palm Beach Boxing is responsible to refund the $135 back to ******, not ASF Payment Solutions.
  
  ASF has directed members of Palm Beach Boxing to discuss all account and ********************** concerns to the location in which they attended for formal resolution. No refund will be provided at this time.

  Respectfully, 

  ASF Payment Solutions

• Initial Complaint

  Date:05/02/2024

  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.

  ASF Payments handle the membership I had to the gym in ********. I signed up for a 12 month membership in April of 2023, to which I had to move out of ******** in August. I asked the gym if they had any lienancy in their membership, which they told me they did not. No worries, I said we will just wait out the 12 months worth of payments then and that will be that.Fast forward to May 2024, and I am still getting charged. I email ASF to inform them of this issue, and they said the payments are auto month to month after the 12 month and that I needed a 45 day notice. I told them that I had told the gym 8 months ago of my intention, but they ignored this information. ASF does not seem to communicate with their clients.

  Business Response

  Date: 05/03/2024

  Thank you for reaching out on this matter. ****************** is correct when stating that Armbrust Pro Gym does not allow cancellation for an out-of-state move. It only allows cancellations due to illness/disability (with written diagnosis from a physician) or death of the member.
  
  Per Mr. ******** contract with the gym:
  MONTH-TO-MONTH CANCELLATION:
  To terminate this arrangement, I understand I must give Armbrust Pro Gym 45 days written notice. This notice may be sent in writing by certified or registered mail to us at ************************, *****************************************. You may also terminate this agreement in person or via email to ************************** In order to cancel, your membership must be current. 
  
  Unfortunately, if the intention to cancel was not provided to the gym in writing or in person, the auto-payment of gym dues would continue. In May of 2024, once Mr. ******** original contract expired, his membership rolled over to month-to-month, which is also stated in his contract:After the date of expiration,the EFT One Year Term Membership will continue on a month-to-month basis. Month-to-Month 'Continual Membership' has no expiration date and the Member may cancel by giving the Club written, signed 45 day notice of cancellation.
  
  ****************** stated to ASF staff the following: I think my year membership auto-renewed without my approval. Normally this wouldn't be a problem, but I had to move out of ******** about 8 months ago. At no time was *** made aware he had mentioned to the gym his intention to cancel, however our agent accepted his 45 days notice to cancel and let ****************** know that his cancellation would be effective June 30, 2024. ****************** will have a final payment in the amount of $45 due on June 1st. As long as this payment is made, his membership with ******** Pro Gym will cancel and he will have no further obligations to the gym or ASF Payment Solutions. No refund will be considered or offered at this time.
  
  Thank you. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21656630
  
  As stated in my email, notice was given to my gym in August, per stated contract details cited above. It is not incumbent on me, the customer, to ensure ******** does their due diligence in communicating that to ASF. No mention to the existence of ASF was mentioned to me by ********. Not only is ASF leaning on contract fine print to try squeeze more profit, they are knowingly doing so despite its unethical behavior on a morally obvious situation. A 'better business' should not operate on these ethics. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2024

  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.

  I signed a contract that I thought was for a year. I should have read more carefully because turns out it automatically renewed until I cancelled. I spoke to gym owner and she said to call ASF and tell them my contract was paid in full and to cancel. They take 3days to return email then they ask for my info. Then they cant find my account so I have to get account number from gym owner. Then they finally tell me I have to give 30 days. Customer ********************** should have been able to find my account and the gym owner never said anything about 30 days. My initial year was over almost 2 years actually passed. The contract was done.

  Business Response

  Date: 01/15/2024

  Thank you for reaching out. We do apologize for the length of time it took to get back to your email. The reason we ask for a member's account number is to ensure we are speaking with the right person of the account. This is a verification process we do for every member who calls or emails into our Support team when it has not been received.
  
  This account is considered past due in the amount of $42.99.To cancel your account, the following past due amounts must be paid:
  
  1. Dec Dues $19.99 (returned)
  2, ************* $19.99 (returned)
  3, Manual Billing Fee $5.00
  
  Your account is scheduled to cancel on February 15th, 2024,provided we receive payment of the past due amounts. 

• Initial Complaint

  Date:01/04/2024

  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.

  I have been trying to cancel a membership with a local health club for 2 months now. I was told to call ASF to cancel, after calling and being forced to leave voicemails I never received a call back. Fast forward to a couple of weeks ago, I am told I now have to pay a cancellation fee, which was not in the contract I signed, I was told I had to pay for 2 months because it required a 60 notice( I pay extra to cancel and pay month to month) and now some how I have a past due balance but it charges my card monthly. At this point Ill pay the $50 to be rid of this horrible company but think it is absurd to charge me extra for stuff outside of my contract.

  Business Response

  Date: 01/10/2024

  ***************************** reached out to cancel his membership on 12/31/2023. At that time their account was past due $15.00; 3 $5.00 fees from Oct, Nov, and Dec 2023, they were also informed about a $50.00 cancellation fee. Not being able to cancel based on a past due balance, they protested 3 payments of $34.99; in which, brought their account to $119.97 past due and they were assessed a Returned Item Fee of $29.00. They owed $148.97, on 1/2/2024.

  On 1/8/2024, their CC company sided with ASF and retuned a conditional credit of $104.97. The CC company now has up to 90 days to make a final decision on the protests.

  ASF cannot accept a cancellation request on a past due account. Once the $44.00 past due balance is paid, then the following can occur:

        A pending cancellation will be placed on the account for the date of 3/26/2024.

        Their contract terms require a 60 days notice, which would end on 2/29/2024. During this timeframe any and all charges due must be collected; including the following:
              - January Dues $34.99
              - January Manual Billing Fee $5.00
              - February Dues $34.99
              - February Manual Billing Fee $5.00
  

  After a thorough investigation of their contract, the aforementioned cancellation fee of $50.00 is not warranted on this contract and therefore will not be assessed.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21100359
  
  I am rejecting this response because:

  how can I be $5 past due for every month when it was auto drafted from my card? 
  you can eat the $29 because your customer ********************** tech had no idea what they were doing and yall cant return calls. 
  im dealing with the Gym for the  two months issue. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/22/2024

  Hello, 

  After further investigation, it was determined that the $5 fees along with the $29 manual fee will be waived. We have reached out to the gym to ensure we are good to cancel the account, and once we have been provided this direction we will reach back out. 

  Thank you. 

  Business Response

  Date: 01/29/2024

  Thank you for your patience while we worked to complete our processes. All fees have now been waived on Jacksons account, and the account is now considered cancelled effective January 26th, ****. There is nothing further owed at this time. Thank you.