ComplaintsforCatalyst Health and Fitness, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally request a refund for the unused, frozen months of my gym membership following its cancellation. I have been a member of Catalyst Gym since September 2023, and due to travel commitments, I had opted to freeze my membership for two months (Between 11/28/23 and 01/28/24). According to the contract and the information provided by Lisa Kern at the time of freezing, these months were charged and would be available for use after the contract ended. Unfortunately, due to a back injury that happened in the facility, I had to cancel my membership before I could utilize the frozen months. My membership was officially cancelled on April 2025. I have requested that the equivalent amount for the frozen months that were not used due to the cancellation be refunded ($614.70). I believe this is a fair request considering that the services were not rendered for the period in question, and the membership is no longer active. However it has been weeks and no response was received from Catalyst Gym.

  Business response

  05/30/2024

  Good evening, 

  ****** ******** entered into an Annual Commitment contract in September of 2023 as noted. 

  In the terms of the contract, and as explained to ******, all 12 payments of the contract must be paid consecutively and there was no freezing the payments, that is how we are able to afford the best possible rate for her training services. That said, the times the should like to freeze for we of course did not want to penalize her for being away, so we give credit at the end of the contract for her fulfillment. 

  Although ****** was still in contract and only paid 6 months of her annual agreement, we made an exception for her and let her cancel the contract in good faith. Should she choose to return to the facility after she feels better, she will be given the credit that was granted to her without it costing her any money. 

  Otherwise ******, would have to pay the club the increased membership fee of a month-to-month rate for the membership services she enjoyed, vs the discounted annual fee that was billed to her since she terminated the contract early. That difference in payment would far exceed the credit retained. 

  Also important to note, ****** was refunded April payment (the last payment that was paid) as a courtesy to her request. 

  Once again, ******'s annual membership by the terms of the agreement is not refundable or able to be canceled unless for Permanent injury. However in good faith and to assist ****** we made an exception to comply with her requests. The credit for the frozen months are still on her account, and she is welcomed to use them once she is comfortable to do so. 

  Please let me know what other information you may require. 

  Thank you

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The gym membership was for ***** ******* and the payment was on my card. ***** due to his travels canceled the membership at the front desk in late June and did not sue the Gym after June 30th. The front desk promised to update the cancellation in the system but never did and charged for July and ***** called back almost 5 times between July and september as they kept charging the credit card, though on the phone they promised cancellation. I called capital one and filed a fraudulent complaint and blocked the vendor in October so the charge will not go through. The vendor owes me my charges for July, august and september at $52.11 each total of $156.33

  Customer response

  11/23/2022

  ***** ******* ******* ******************************** ***** ********** ******** *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

   

  Kindly close this complaint as this is resolved and the business has refunded me what was due. Thanks so much for helping me get the resolution,

   

  Regards

  *******

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After cancelling 2 gym memberships in March of 2021, the gym has continued to charge my account for the last 6+ months exceeding $600 in charges. Back in March, I had a phone conversation with the gym to cancel and they informed me that we'd have to go in person and sign to officially cancel. We did this - on the same day as my phone call to the gym, my daughter went in person, talked to a male front desk employee and signed an electronic signature pad to seal the cancellation. **en I called to inquire as to **y I was still being charged, they basically said sorry they don't have record of the cancellation. This has happened to others and is very disturbing. We followed their policy and did as they asked to cancel and believe it was human error on their part as an employee potentially didn't complete the transaction. They are denying any responsibility, have made no effort to resolve this and will not return funds that were taken after the cancellation.

  Business response

  11/30/2021

   

  ***** ******* discussed this scenario at length with our club manager Keri R*** and Lisa K***, our Membership Advisor. 

  ***** called us regarding her daughters account on November 11th, 2021, **ere Lisa informed her that the accounts for her two daughters ******** and ***** had never been formally canceled. Every cancelation, per our policy agreed up on in every membership agreement, requires a paper trail so there are no errors on our end and so the member has receipt of a confirmed cancelation. However, none were presented or found within our system. Upon understanding the frustration ***** had, we offered to comp their daughters 6 months of a membership even after we canceled the accounts to assist with the inconvenience, however if we do not have a written agreement to cancel an account, there is no process in place to effectively cancel one. 

  We would love to assist in the inconvenience in some fashion that would be agreeable to *****, however we are not able to refund a membership that was not attempted to be canceled prior to this conversation. 

   

  Keri R*** emailed me the following testimony of events. 

   

  I did speak to ***** ******* over the phone after she had a conversation with Lisa K*** and she said she cancelled her daughters account on November 11, 2021. Lisa informed her that there was not a cancellation in the system for either ******** or *****'s accounts. They would have signed for 2 documents both were not in either file. I told her I would look into it further and found no cancellation documentation. I told Lisa to send ***** an electronic document so we could cancel as soon as possible to avoid any further charges. She sent that document on the Nov. 11 and it was not signed by ***** until Nov. 18th. After I sent her an email requesting for their files. I offered a resolution of a credit for her daughters account **en they were home from school, however she said it was not acceptable. If we were notified by ***** prior to November 11 th that she was being charged we would have taken care of it immediately as we did once we were notified.  

   

   

  Customer response

  12/01/2021

  
  Complaint: ********
  
  I am rejecting this response because: The club simply responding "we have no record of the cancellation"  is not acceptable. There were two individuals at the club **o were involved in the cancellation. One prompted the signature and the other had a phone conversation with me.  We called, we went in person and signed as instructed and took the appropriate steps to cancel. Suggesting "tough luck" we have no record is not a resolution.  I don't know **at faltered at the clubs end but suggesting the club is incapable of making an error is ridiculous. It's also hard to believe no one at the club remembers this transaction or conversation back in the Spring.  Since this has happened in other situations with other clients, there is or was clearly a problem that needs to be addressed.  A "club credit" is of no use with my children no longer in the area to use it ***** is **y the cancellation took place **en they moved back in the Spring. This club is clearly more interested in keeping people's money from erroneous charges than dealing with a more appropriate resolution. Totally unacceptable.
  
  Sincerely,
  
  ******* *******

  Business response

  12/01/2021

  We're very sorry that this isn't agreeable however without a paper trail confirming the cancelation attempt, we unfortunately are not able to do anything further.

  Once again, as a courtesy as we do value your business, we are able to extend 6 months worth of membership credit for the inconvenience and the frustration this caused you, 

  but without any form of paper trail or receipt confirming the cancelation we are not able to assist beyond a service credit to our facilities. 

  If there is an elevated service or some how else we can be of assistance please feel free to propose for our consideration. 

*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. ↩