ComplaintsforHealthtrax, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I joined Healthtrax Gym in **********, **, with a no-obligation, no-commitment membership. They had taken over the space previously occupied by the now-closed ****** ***. Unfortunately, my experience has been quite disappointing, as Healthtrax has not delivered on the advertised amenities and their cancellation policy is unclear. I specifically joined to use the track and sauna at least 3 times a week, as I had been a member when it was ****** *** and expected a great experience. Sadly, that was not the case. I joined in November 2023, but it wasn't until January 2024 that towels were finally provided, despite numerous inquiries. I was told the washing machine was broken, but it's concerning that it took such a long time to resolve this issue. The lockers presented another problem, as the built-in automatic locks were often broken. Finding a functioning locker became a frustrating game of trial and error. I was told they were getting new locks, but this didn't happen until March, coinciding with their advertised grand opening. The sauna was particularly disappointing since this is the main reason I joined. Between November and March, it only worked about half the time, with the staff constantly claiming it needed a part. I finally gave up after it was out of order for over two months and decided to cancel my membership. When I canceled my membership effective at the end of March, I understood that the request would take effect at the beginning of the following month. However, I was informed that since I canceled on March 10th, I still had to pay for April. This seems like an archaic and unreasonable policy, especially for a high-priced gym like Healthtrax. The manager tried to explain the contract terms, but I believe the policy is not clear and customer-friendly. Overall, my experience with Healthtrax Gym has been quite disappointing, with unmet promises, ongoing equipment issues, and a confusing and inflexible cancellation policy. I hoped for a great gym experience, but unfortunately, Healthtrax has fallen short of my expectations. I would like a refund for April of $105.56

  Business response

  04/12/2024

  After looking into this matter, there were no policy issues and proper procedure was followed as per our agreements.  However, as an act of good faith, we have processed a refund of $105.56 (April 2024 membership dues, including tax).  The refunded was processed yesterday, 4/11.  Please allow 3-7 business days for this credit to show on your credit card statement.  Thank you.
  

  Customer response

  04/12/2024

  
  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

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Despite cancellation of my gym membership, my credit card has been charged by Healthtrax **** since the membership was canceled on March 31, 2020. The aggregate erroneous dollar figure is approximately $3,000. I discovered this issue in August, 2023 and on three separate occasions - over the phone, in writing, and in-person - I requested that the charges be stopped. I was assured by Healthtrax personnel that the charges would be discontinued, but I recently discovered that they have not. At the instruction of Healthtrax personnel, I recently filed a dispute with my credit card company to stop future charges from Healthtrax and to recoup the money that was erroneously charged to my card. However, my credit card company will seek retroactive reimbursement only for 118 days, which dates back to December 1, 2023, an amount totaling just $293.54. I have credit card statements for all of 2023 documenting that Healthtrax erroneously charged me a total of $774.26. For January, February, and March of 2024, Healthtrax has charged me an additional $230.79. Healthtrax has confirmed that my membership was canceled on March 31, 2020, and I'm sure I can produce credit card statements for the years between then and now, if necessary. Upon learning of these on-going charges, I instructed Healthtrax to stop charging my credit card immediately. I would like assurance (and evidence) that this has been done. In addition, I would like full restitution for what I have been erroneously charged dating back to April 1, 2020. Thank you for your consideration and guidance.

  Business response

  04/03/2024

  Good morning - 

  A 6-month refund was agreed upon between the facility and the member.  This was settled with the member on 3/25.

  Thank you, Healthtrax ****

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subject: Urgent Safety Concern Due to Outdated Equipment at HealthTrax Fitness & Wellness in Raleigh --- Dear Better Business Bureau, I am compelled to file this complaint due to a critical safety concern at HealthTrax Fitness & Wellness, specifically at their ******* location. My grievance is deeply rooted in the systemic issue of providing patrons with severely outdated exercise equipment that has surpassed its end-of-life, posing significant safety risks. On February 18, 2024, an incident occurred that starkly highlights the gravity of this situation. An elderly gentleman was using one of the elliptical machines when, shockingly, the foot pedals/sleds detached entirely mid-use. This malfunction is a direct result of the equipment being so antiquated that it is prone to breaking down and is beyond repair, as replacement parts are no longer available. This episode was not just a malfunction but a clear indication that the exercise equipment provided by HealthTrax in ******* has reached a point where it can no longer be considered safe for use. The inherent risk posed by these machines, integral to the fitness routines of many patrons, is unacceptable. The fact that these units are so old that they cannot even be properly maintained or repaired exacerbates the potential for harm. Given these circumstances, I urge the following actions to be taken by HealthTrax Fitness & Wellness with immediate effect: 1. **Comprehensive Equipment Evaluation:** An immediate assessment of all fitness equipment at the ******* location to identify machines that are beyond their operational life and therefore pose a safety risk to users. 2. **Prompt Equipment Replacement:** The swift removal and replacement of all identified outdated equipment with modern, safe alternatives that comply with current safety standards and can be maintained and repaired as needed. 3. **Safety First Policy Implementation:** The adoption of a 'Safety First' policy that prioritizes the well-being of patrons, ensuring that all provided equipment is within its useful life span and meets safety standards. 4. **Transparent Communication:** Open communication with patrons about the steps being taken to address these safety concerns and the measures implemented to prevent future incidents. The incident on February 22, 2024, serves as a wake-up call to the pressing need for HealthTrax Fitness & Wellness to re-evaluate the equipment it provides to its patrons. It is paramount that immediate action is taken to ensure the safety and trust of all who rely on HealthTrax for their health and fitness needs. I appreciate your prompt attention to this serious matter and look forward to a swift resolution that prioritizes the safety and well-being of all HealthTrax patrons. Sincerely, ***** ***** ********************* Full Member

  Customer response

  02/28/2024

  Mr. *********,
  
  I would like to withdraw this complaint. I found out later that the gentleman did not fall due to pedals coming off the elliptical. Please withdraw this complaint.
  
  Best,
  *****

• Initial Complaint

  12/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Over the summer I signed up for a no enrollment and no commitment monthly membership to Healthtrax. After four months my use was dwindling and I had decided to suspend my monthly membership. I was told I needed to notify the club 30 days in advance to stopping membership. When I signed up for the membership online the print said no enrollment and no commitment. Now the office is saying no commitment means I am not committed to a yearly membership and that it was in the fine print when I signed up online. I find this advertisement misleading and I would like a refund for December 2023.

  Business response

  12/01/2023

  Per our contract, the member is responsible for current month and next month when canceling for a reason other than move or medical.  However, in good faith we will refund the member their December dues.   A refund will be processed for the correct amount by the end of business today (12/1).  Please be advised this could take anywhere from 7-10 business days to appear on your credit card statement.  However, will usually appear sooner.  Thank you!

  Customer response

  12/01/2023

  
  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

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I signed up for a monthly membership at *********, Healthrax and set up auto payment using my credit card. I went in person a few months later to cancel my monthly membership. I canceled in February on 2022, I moved from ********* in March of 2022 to ****** after buying my first home. The gym is far from my new address and that was the reason I gave. I spoke to the manager at the time, he assured me that I was all set and no longer would be charged the monthly fee. Trusting his comments, I went along and forgot about the membership. A year later, around March 2023 I received a letter stating their membership fees had gone up and letting me know I was going to see that amount changed on my card statement. I immediately called the gym and spoke to a young man who said he had no authority to resolve the problem, he said he would have the new manager call me. The manager I dealt with was no longer with the company. No one called. I called again a couple of weeks later and left messages and no one called. I finally decided to go in person the woman at the counter basically repeated the same thing the young man had said . I requested a call back from a manager and a week or two later a man called saying he was the manager. I explained the whole thing again. I have a copy of the letter I received and he said that was on me. The most he could do was credit me 2 months, I responded they were withdrawing funds from my credit card account unauthorized since I had canceled a second time in March this 2023. I am requesting a refund for all the months they charged me since February 2022. They stop charging me May 22, 2023. I spoke with the manager July 14, 2023. $39.35 then increased to $44.67 for the last 2 months they overcharged me. The letter is dated February 22, 2023 - their address is * ***** ******* ********* * ** *****. Tel number ###-###-####. Thank you for your help. -******* ********

  Business response

  10/10/2023

  Previous to this correspondence the club did reach out to the member as requested.  Since there is no cancellation on file or any other proof of cancelation, the charges were validated.  However, in good faith the member was offered a refund of three months. The member refused the refund and insisted on the full amount being refunded from the day they believed they cancelled. Unfortunately, we cannot issue a refund for the full amount being requested, due to the fact that there is a lack of proof the member canceled.
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I received a promotion/advertisement from Healthtrax via a text message (attached). We went into the **** location on Sunday 1/29/23 and spoke with the front desk attendant and briefly to the facility manager. Based on that discussion, we proceeded to sign up for the trial, assuming "NO Commitment". We used the facility one time in the preceding 13 days and realized we were not going to get the value out of the membership. Knowing that there was "NO Commitment", we went back 13 days later, on 2/11/23, to cancel the membership. At that point we were informed we were committed to paying for the month of March. I spoke with the front desk attendant who processed our cancellation and expressed my concern about the misleading advertisement. The person gave me the Area Director's card, Nick C***, and told me to give him a call. I finally connected with Nick on Thursday, 2/16/23 about the situation. Nick's position is that the cancellation policy was in the contract (fine print), which was never offered or shown to me on 1/29/23. He said you need to cancel 30 days before the next month, which means when we signed up on 1/29/23 for the trial/"NO Commitment" membership, we were committing ourselves to paying the $108+ fees for March. Taken directly from the FTC.gov site.... The FTC Act prohibits unfair or deceptive advertising in any medium. That is, advertising must tell the truth and not mislead consumers. A claim can be misleading if relevant information is left out or if the claim implies something that's not true" At a minimum, I feel entitled to a refund for March. I also believe that this constitutes False Advertisement and warrants further investigation by the authorities

  Business response

  02/22/2023

  Good morning - 

  
  We have received this complaint and have gone through the details thoroughly.  We believe this to be a misunderstanding, however we take our members feedback and concerns seriously.  In good faith, we will be removing this member from our March billing and discontinuing their membership.  We assure that they will not be billed for any further amounts.

  Thank you,

  Healthtrax Management.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was told that I was on Freeze and would not have to pay for membership at HeathTrax gym in ******** *  I have not received any communication from the gym since Dec 2021 when I was called and told i was on Freeze and no monthly payments would be billed to me. I just got a bill for 75 dollars for Sept 2021 payment. Again, I never received an email, **** mail, phone call or text or has anyone in any way communicated with me. I called the health trax gym today and was told that I am still on Freeze and no billed should have been sent. Please help resolve this and please do not accept any billing from this company in the future to my account.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Pre-pandemic we purchased a series of swim lessons for my son. At the onset of the pandemic, we were notified by the swim instructor prior to beginning any of the lessons, the facility was temporarily shut down. During his temporary shut down, I called and emailed multiple times to receive a refund with the knowledge that the pandemic was going to be long-term. I also emailed the swim instructor, who was contracted by Healthtrax multiple times. He tried to be helpful, but he also was not receiving any answers from the facility. With no warning or notification, Healthtrax closed permanently and did not refund us for any of the pre-paid swim lessons. I emailed and called at least 15 times with no response a single time. We are seeking a refund at this point. We went through our credit card company to try and resolve this and they too are not receiving a response. I emailed the *********** facility and called and they are no help and do not provide any further information.

*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. ↩