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:06/04/2024

  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.

  Hi. I signed for gym membership, but upon creating the account in this gym I never was explained that they gonna add an auto payment to my credit card. On February 29 I requested to close my account, by that time I didn't use gym for couple a months already. I didn't get any response from management nor any emails. I called my bank and cancelled auto payment on my card. Now I am getting a call from gym stating I owe a payment. I called them back and representative stated that I need to pay more attention and that contact form is not the last step in this process and I supposed to get an email with cancellation agreement. Also it was stated that I need to request it again and start the process again, obviously to pay for the extra period. I read the reviews on BBB from other customers, and I am not the first one facing the same problem.

  Business Response

  Date: 06/04/2024

  Hello ******,

  You requested your cancel on 02/29/24 and had ******** as your club location in your request instead of **********, the system did not recognize this location so request was never processed. We can certainly honor your cancel from that date with the 30day required notice which would bring you to 03/29/24. 

  You have a past due from 02/15/24 of $10.61 then you you have 02/29/24, 03/14/24 & 03/28 all @ $10.61. This brings your total to $42.44 to close out the account. We are waiving the late fees and the remaining past dues. You can call the club at ###-###-#### to finalize your payments and we then can go in and process the cancel effective immediately.

  Thank you,

  Club24

  Customer Answer

  Date: 08/21/2024

  Hi. I spoke over the phone with the BBB representative and was told to send an email regarding getting access to this case. I cannot open it anymore. What's happened, the company agreed to close my membership accepting the date when I asked about it. But I called them over the phone about five times and each time someone else was picking up the phone and was unaware of the situation and unable to help me, telling me to call the next day or promising to give me a callback as supervision was not at the office at that moment. Everything ended up as Concept Gym passed my information to debt collectors, which is a sketchy company as they are, and now they are demanding payments, scaring me with reporting to credit bureaus. And they are demanding 124.10$. The debt collectors are Aldous & Associates and they also have a lot of complaints on them on the BBB site. Can you please reopen the case or at least get access to previous conversation so I can copy it and try to submit it to debt collectors.

  Thanks, ******

  Business Response

  Date: 08/21/2024

  Hello ******,

  Your original cancel request was on 02/29/24 with a 30 day required cancel this would take you to 03/29/24, after looking over your account we see you disputed 8 payments with your bank from 02/15/24 - 05/23/24. The membership was never cancelled due to when an account has a past due the system will not process the cancel. Your balance therefore is the 3 payments due from 02/15/24 - 03/29/24 which is a total of $31.83 which we are waiving the collection fees. Once this is paid we can contact the collection agency to have your account removed. You can make this payment either in club, call the club ###-###-#### or call the collection agency directly.

  Thank you,

  Club24

• Initial Complaint

  Date:01/09/2023

  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.

  On December 6, 2022, I cancel the contract with club24 gym. I signed a cancellation contract that stated that the next 30 days I would be billed for additional membership, as they wanted 30 days notice of cancellation. I completely understood. I only used the gym once and I realized I just didn’t have the time to go. They didn’t have a 7 day free trial nor did they give me a tour of the place so I decided to just sign up because it was pretty cheap. However, like I said, it didn’t work out for me and I told the woman at the counter that I might be back in 3 to 4 months (no way would I ever return now) when I have more time. So, per the contract, the 30 days started the next day. This is on December 7, 2022 and this would have been day 1 of the 30 days notice. Since December has 31 days, the 30th day would end on January 5, 2023. I have contacted the manager several times, and he disagrees with me. He was unprofessional and also accused me of going to another gym, which had nothing to do with anything. That wasn’t the case, but that should not have mattered, regardless, I was charged another membership fee on January 2, 2023 and I do not dispute that because I have an obligation to pay them another membership fee within the 30 days. However, on January 6, 2023 I was charged an annual fee of $53.16 for a fee that goes towards the gym for maintenance costs. The manager stated that the 30 days would’ve ended on January 6, 2023. However, December 7, 2022 would happened to be day 1 so that would not have been the case. He said December 7 - 17 is 10 days. I used the analogy that November had 30 days in the month. November 1 would count as day 1. So November 1 - 11 is 11 days just like December 7 - 17 is 11 days. He disagreed, and again, the contract states the “next” 30 days after cancellation so that starts December 7 as day 1. Therefore, per the contract, I should not have had any charges after January 5, 2023.

  Business Response

  Date: 01/09/2023

  Hello ******,

  You are absolutely correct, with December having 31 days the your cancellation would have fallen on 01/05/23. We are going in and processing your $53.16 refund today. Please give it 3 - 5 business days to see back on your card. 

  We apologize for the error in this matter.

  Have a good day,

  Club24

  Customer Answer

  Date: 01/09/2023

  
  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

  Date:08/04/2022

  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 joined club24 gym July 1, 2022. I spoke with the stores manager as I was inform Kyle. Kyle informed me the gym would be going live back to a 24 hour gym no later then July 5,2022. So during our conversation I inform Kyle I don’t get out of work until 12am so it was vital the gym was going to be back to 24hrs in order for me to joining club24. Kyle assured me the doors would be working he explained “the technician just had to come in and activate doors”. On July 18 I call back I spoke with Kyle he informed me the door frame was bent so additional work needed to be done but doors would be done for sure no later than July 22,2022. I called club 24 August 4, 2022 initially spoke with Veronica then received a call back from store manager Kyle. The doors are still not repaired, a service that was promise to be completed originally on July 5, 2022 is still not done. As a paying customer I feel hurt, let down, and left feeling like a fool because I took the word of a store manager to honor a service he claimed he would be able to accommodate and still has not address the issues. I was promised over a month ago the door would be functioning unfortunately they are still not. I would hope this organization honors and stands by their word. I have been charged for gym fees and services never rendered. I’m not ask the gym for anything other than to be fully refunded for a service they can’t honor. The gym does not send out monthly statements or service fees they simply charge your account so unfortunately don’t have any service fees or charges to provide as documentation. I had to unfortunately join another gym because I’m trying to improve my health and way of life.

  Business Response

  Date: 08/07/2022

  Hello *****,

  We apologize in the delay of getting the Club back to 24hrs, this will be happening in the near future but do understand you need it now. We have gone in and cancelled out your membership and fully refunded your account. Please give it 3-5 business days to show back in your account.

  Thank you,

  Club24

• Initial Complaint

  Date:05/03/2022

  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.

  I joined this gym in February of this year. Their website stated they were open. 4am monday to 9pm friday, and I was not informed otherwise when I joined in person. I was kicked out of the gym at closing time twice and was told that those were not their hours. I contacted the manage who was entirely unhelpful. He refused to acknowledge their error, and refused to refund or even cancel my membership going forward. He then lied to me through email saying the hours on the website were correct when I signed up, which my screenshot proves is false. For the minute amount of money this would cost the gym, I can not believe they would be so disrespectful and intentionally deceitful to their customers. I simply want my money refunded and membership canceled as the product they advertised was not the product they delivered; as a result I am unable to utilize any of their services. I am a single dad with 2 jobs and cant make it there during their "new" hours.

  Business Response

  Date: 05/03/2022

  Hello *******,

  You signed up with Club24 03/03/22 for $1.06 with 6 weeks free, you used the club where clearly the club hours are posted on the front door and are also on our facebook page. After the 6 free weeks you decide that the 5am will not work for you? 

  Taking this in consideration that you need 4am and we are not open until 5am we will cancel your membership effective today with no refund. 

  Hopefully you find that is fair seeing you are in a signed contract until August which we are cancelling today without penalty.

   

  Thank you,

  Club24