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:01/03/2025

  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 am filing a complaint against ************ in *******, **, for poor business practices, including inconsistent enforcement of their dress code policy, harassment, and failure to address member *********** a long-time gym member, I have always complied with policies and expected fair treatment. Recently, I was told my shorts were inappropriate, even though other members, particularly women, wear similar or shorter shorts without issue. This inconsistent enforcement feels discriminatory and unfairly targets male members.Additionally, I requested an *** accommodation to clarify the dress code in writing due to my difficulty processing verbal interactions. Staff refused my request, leaving me unable to understand or confirm compliance with their policy.Despite multiple follow-up emails to management and the gyms owner, I received no meaningful response. My concerns were dismissed, and my request for transparency about the dress code policy ignored. This has caused significant frustration, especially as a loyal, long-time member.Because of this harassment and unfair treatment, I have felt uncomfortable even going to the gym. I am requesting a full refund for the months of October, November, and December 2024, as I was unable to use my membership due to their discriminatory actions and lack of resolution.I am also seeking immediate cancellation of my membership without penalty, along with clarity on their dress code policy and an acknowledgment of their failure to accommodate my disability. Workout Wests lack of transparency and dismissive handling of this matter reflect poor customer service and discriminatory practices.Due to file size limits, I am unable to attach all supporting documents here. I have additional materials, including emails and photos, which I am happy to provide upon request.Thank you, and I respectfully request BBB assistance to hold Workout West accountable and encourage improvements in their business practices.

  Business Response

  Date: 01/10/2025

  January 9, 2025
  
  
  March Look
  Vice ********* Dispute Resolution and Operations
  Better Business Bureau
  *************************************************************************
  
  Re:      Consumer Complaint
  Business:  Work Out West Health and Recreation Center
  Consumer:     ***** *********
  Complaint No.:            ******** dated January 2,2025
              Nature of Complaint: Refund/Exchange Issues
  
  Ms. Look:
  
  I am the Director of Operations for Work Out West and am responding to the Consumer Complaint submitted by ***** *********, which you provided to me on January 3,2025.  Work Out West takes any complaints raised by our members very seriously and always endeavor to manage any complaints in an expeditious and professional manner.  We regret that a dispute arose with ************* but we firmly deny that Work Out West was ever rude or unprofessional towards *** **************** The Club also emphatically denies that *** ********* was discriminated against, or that Work Out West has ever engaged in any sort of discriminatory conduct.
  
  Before I address the matters raised in ************************* I want to note that *** ********* is not the individual whose name is on the membership, and he did not sign a membership agreement with the Club. Instead, his membership is through another individual, **** *******.  *** ******* became a member with the Club several years ago.  His membership was for a single individual.  In around 2020, Work Out West ran a special where current members could add an additional member to their membership for the added fee of $15 a month.  *** ******* told Work Out West that he wished to include *** ********* on his membership at that time. *** ********* is not responsible for any membership dues as all the dues are paid by *** ******* under his agreement. Therefore, the Club will be reaching out to *** ******* to determine whether he wishes to cancel his membership, and if so, we will work with him in good faith regarding canceling his membership and issuing any refunds.
  
  As for ************************* the facts are that in early October 2024, staff of Work Out West received a complaint from one of our members regarding ************* ************* This member told staff that they were concerned about the fact that *** ********** attire was overly revealing, in that his buttocks and ******** were exposed.  Other members also told staff at Work Out West that they were concerned about his attire, and one of the staff members also observed that his attire was inappropriate. Based on the complaints we received, *** ********* was told he needed to wear more appropriate attire.  I received an email from *** ********* on October 10 where he told me he was confused about the complaint and wanted clarification regarding the Clubs dress code.  I responded that his shorts should at least be mid-thigh, which was the policy at the time.  In response, *** ********* argued that he was fully compliant with the policy.  He also identified his concerns about whether the Club was equally enforcing the policy because he had noticed women wearing shorts that did not appear to be mid-thigh. After receiving his emails, I invited *** ********* to meet in-person with management to discuss his concerns, which he said he was amenable to doing.  *** ********* told me that he was flexible and willing to accommodate our schedules for an in-person meeting. I had several email exchanges with *** ********* for purposes of setting up the meeting, which I set up for October 29, but *** ********* did not show up.  On November 12, he emailed me and said he could not meet in person because he claimed he had a disability that prevented him from meeting with us in-person. His email said he wanted any discussions regarding the dress code policy to be handled via email.  As we had already been engaging in email exchanges with him, we would have continued to do so had it been necessary. However,at that time, because of the complaint we received and *** ********** concerns raised about the dress code policy, Work Out West made the decision to amend its policy to avoid any future confusion. The new dress code policy, which clearly describes what constitutes appropriate attire, went into effect on or around December 9, and is currently posted throughout the facilities and on the clubs website. 
  
  After amending the policy, the owner of Work Out West sent a letter to *** *********,informing him that management appreciated his concerns about the dress code policy, and also told him because of his input, and because of the member complaint we received about his attire, we amended the dress code policy to resolve the matter.  Because we believed amending the policy fully addressed the issues, we determined that the matter was closed and that any further communications were unnecessary.  Included herewith is a copy of the letter sent to *** **********
  
  On December 12, 2024, *** ********* sent the owner of ************* an email making various demands and also threatening to file complaints with various agencies.  He also alleged that he was discriminated against because of his claimed disability. Given the serious nature of his letter, Work Out West turned the matter over to its attorney.  On December 17, 2024, Work Out Wests attorney sent *** ********* a letter addressing his demands.  The letter fully sets forth Work Out Wests position relating to *** ********** complaint. I am providing a copy of that letter with this Response.  As stated in the letter, it is Work Out Wests position that the Club properly addressed *** ********** complaint and resolved the issue in a professional matter.  No staff member has ever treated *** ********* with disrespect and denies his claims.
  
  As it is Work Out Wests position that *** ********* Complaint does not have any merit, the Club requests that he withdraw his Complaint. Thank you for your time and consideration and contact me if you require any additional information.  Thank you.
  
  **** ******
  Director of Operations
  Work Out West

• Initial Complaint

  Date:07/18/2024

  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.

  The air conditioning has been out in the West racquetball court for over a month and the temperatures have been well over 100 degrees in the past weeks. The East court, the AC has been out for nearly 9 months or more. The club has also put up some blue tarps which restrict any airflow into the courts. It would not be an issue if the AC worked, however the AC does not work so it becomes a sweat shop in/on the courts. We've asked them to remove the blue tarps to allow air into the courts, their answer is no. We've asked to fix the AC their answer is, it's the best it's going to get. We then were notified to quit complaining by Shawn or else he would close the courts down until late fall when it's cooler. We used to get condensation drops onto the West court which told us the AC was working (safety hazard) but we no longer get those condensation drops. We pay for a service at this club and we are not getting what we pay for, we try to open a door for more air to circulate into the racquetball area, but then are harshly condemned for opening the door to get some sort of circulation towards the courts. I'm afraid to if you mention my name this shawn guy will retaliate and cancel my membership! He is a big jerk and doesn't treat people well at all. Please refrain from using my name. thanks

  Business Response

  Date: 07/19/2024

  We have taken every measure we can to work with the heatwave of the last few weeks. The tarps that are mentioned have been up for 3 years to deaden the sounds of racquetball so we can hear in the rest of the club. This is a private club and if the heat is too much you are not required to play.

  Mr. Ramirez has been agressive with staff including management. Due to this behavior we have told them if they keep being agressive we would ask them to leave and shut down racquetball. 

  It doesnt make any sense for us to continue with racquetball if they are not happy with the conditions when it is already a very small piece of our offerings. We can convert these into something that will make more profitability.

  Mr. Ramirez has made it clear that he does not value our club and we will decide what actions to take next with the future of racquetball.

   

  Customer Answer

  Date: 07/19/2024

  Complaint: 22009406
  
  I am rejecting this response because:

  1. He did not address the issue of the repair of the air conditioner for either court. Give an update on the status of the air conditioners. 

  2. He did not address the issue of removing the blue tarps to have adequate air flow in the courts while the air conditioners are broken and not working. He says they are for noise reduction for the "whole" gym. The racquetball courts comprise of maybe 1/4 of the "whole" gym, and the other 3/4's is cut off by doors so no it is not for the "whole" gym.

  3. He stated i was aggressive with staff and management, i talked to staff one time a young lady and some cocky lil teenage boy. I have had zero interaction with management. 

  4. He states in his comment, "THEY", which means other racquetball players must have said something to staff or mgmt, but he is addressing this as if I had done this. 

  5. I guess my and other members of this club only other choice is to confront the owner Jeff as this so-called unprofessional manager Shawn is not going to address the issue. 

  6. We would just like him to explain the position of Work Out West in regard to fixing the a/c. Not to be a bully saying if you don't like it, don't play. Or This gym could make more money taking racquetball away. That again, childish and very unprofessional!

  
  Regards,
  
  Phillip Ramirez

  Business Response

  Date: 07/19/2024

  1.We have had our hvac out numerous times. We can not do any more than we already have to try and remedy your issue
  2.The tarps will not be removed. They were put in at the owners request to lessen noise in the main operating area of our business department.
  3. We have a statement from the employee on file of how she felt you were rude and aggressive to her
  4.We have explained our position to other people involved. You are the one who is on BBB
  5.Jeff is fully aware of our conversations and we are bothing willing to speak face to face with a scheduled appointment
  6. Since you said "We" you must be talking collectively for your group. You can let them know we have already discussed future changes to racquetball and are qork on implentation now

  Customer Answer

  Date: 07/26/2024

  Complaint: 22009406
  
  I am rejecting this response because: this was my only choice to say something else.  

  Yes we would like to meet with Jeff and Jeff only. 

  
  Regards,
  
  Phillip Ramirez

  Business Response

  Date: 07/29/2024

  We will meet with you only. We will reach out with a time for you to be here later this week.

• Initial Complaint

  Date:04/19/2023

  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 have been a member of this gym for several years. After COVID I noticed the uncleanliness of the gym and went to the desk about it. I was told by an employee the Steam room is cleaned every Sunday night. This prompted me to cancel my membership. On 04/15/2023, I went in to cancel the membership. My account was charged a yearly fee on 04/17/2023 30.00. I am also being told my account will be charged another month for not cancelling a month to month membership within 30 days. I called to speak with Shawn (Manager) and he has not returned my call.

  Business Response

  Date: 04/19/2023

  You were misinformed on the cleaning of the facility. We deep clean the wet area once per week however clean it on a daily basis.

  The paperwork you filled out to cancel explains that it is a 30 day cancellation policy and there may be fees collected during that 30 days which includes your club fee and last month of dues.

  Your name is on a call back list but due to high volume of calls has not been returned but will be by the end of business on 4/19/2023

  Customer Answer

  Date: 04/21/2023

  Complaint: ********
  
  I am rejecting this response because: Please provide a copy of the contract signed making me responsible for a yearly fee once cancelled. I was a month to month customer with no obligation. 
  
  Regards,
  
  ********* ******

  Business Response

  Date: 04/24/2023

  Please see section 6 where it states "All cancellations will take 30 days from written notice"

  And then section 7 where it states ". By signing this agreement you are acknowledging and accepting an annual club fee of $30 that will be automatically drafted on March 15th of
  each year."

  I do see that for some reason the fee was charged a month later than your original agreement, however still remained due. As per your agreement your cancellation is not finallized until May 15th which would make you responsible for all fees associated with this account until such time that it has been officially terminated/.

  Customer Answer

  Date: 04/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  I am not in any contract with this business. If I was the contract would already be void knowing you willingly discussed my account with someone who is not associated with my account. I do not feel I owe a monthly fee of 30 dollars that was taken out 2 days after I filled out cancellation. You then again debited my account for another month on April 24,2023. 
  Regards,
  
  ********* ******

• Initial Complaint

  Date:03/13/2023

  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 was a member at workout west. After getting covid twice from this establishment and the faulty and unsafe equipment that is never sanitized, I requested to cancel my membership and the manager agreed that was fine. Today, almost a year later, I receive a collection on my credit report. All while I'm in process of repairing my credit with an attorney. I'm demanding workout west stick to the agreement we had where they would cancel my memberhsip and no longer charge me. If this collection is not removed from my report in the next 30-45 days, i will be forced to take legal action including a lawsuit for credit damages and preventing me from being able to refinance my car this month as planned.

  Business Response

  Date: 03/13/2023

  This consumer had a history of having insufficient funds on his account(see 1st attachment) before being sent to a collection agency. He signed up on January 29th 2021 which is 6 months after we had re-opened from the 2020 covid restrictions and signed a 12 month payment term(see 2nd attachment). At he time he claims to have cancelled it would have been impossible as we we were only freezing memberships temporarily and not releasing people from their obligations. Had he spoke to any one at the facility this would have been explained to him.

  None of the criteria for an early cancellation of his contract was met as per line 6 of his membership agreement. This is a valid collection debt

• Initial Complaint

  Date:01/19/2023

  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.

  I had previously had 1-month memberships with Work Out West, and following my knee surgery I wanted to continue my membership. I was on crutches and unable to go up the stairs, so I had my mom walk up them for me and complete the transaction, as well as ask for a fob for the handicap entrance. I was charge $16 for my mom to walk up the steps and complete the transaction. I called and asked for the manager as soon as the charge appeared on my card, and again on Dec. 16th. I did not receive a call. I let it go, and used the warm therapy pool for my rehabilitation. On January 16th, I again had to renew my membership, but since I was charged for having someone walk my credit card up the stairs, I called and requested assistance. I was still on crutches and unable to use the stairs. The employee working, Diane, was extremely kind, and reassured me that the manager would call me as soon as he was out of his meeting. He did not call. I returned on 1/17 and again called and asked for assistance. This time, I handed my credit card to an employee for her to take it upstairs and complete the transaction. Unfortunately, they employee still could not renew my membership because I could not go up the stairs to sign the electronic pad. She suggested I use the online system, which I would prefer to do, but it will not let me reprogram the fob for the handicapped entrance, so that is not a viable option. Yesterday (1/18) I repeated this. Each time, I asked to have the manager call me. The employees have been extremely kind and understanding. Today, I went against my doctor's orders and crawled up the steps to renew my membership myself, giant leg brace and all. Again the employee was so kind, but the manager was unavailable and the employee was unable to program the fob for the handicapped entrance. The employee once again wrote down my phone number and name and told me the assistant manager would call. That has not happened.

  Business Response

  Date: 01/19/2023

  I apologize for any inconvenience. This is the 1st I am hearing of this as your name was not written on our call back list by anyone. I am in the office typically from 8am until 5pm and was given no message.

   

  We take our service very seriously and I would love to know who you talked to so appropriate re-trainining can take place. I have the ******* name to start the process as you specified she was o e of the employees who tried to assist you.

   

  I am willing to give you my personal cell phone to take care of you in the future since we are apparently having issies with our staff. You can emaill me directly as well through *******************