Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called in October to Big Sky because they were trying to debit my account a membership fee. I was told by the employee in 2023 that I wouldn't be billed an annual fee because I was no longer in contract. I didn't sign a contract and had been paying $27.54 instead of the $21.22 that I was paying. I had stopped at the desk before working out to ask why was I paying more and this is what I was told. She said that I do not have a contract and that I can cancel at any time. I said that works because I knew I was planning to move out of ***********. When I called in October they told me that I would need to pay the annual fee regardless of if I was in contract or not. I didn't agree with it but I let them take the payment out with a late fee for a total of $87.23 which included the monthly fee because I didn't expect me to move as soon as December. The vendor had advised I speak with the gym itself regarding the annual fee and to ask if I would receive a credit if I didn't remain a member for the upcoming year. I asked the gym and they said they didn't know and referred me to send an email to the manager. I called Saturday, December 1st to cancel because the last conversation with the vendor the club is in charge of cancelling, the annual fee etc. I called the gym & was advised to send an email requesting cancellation. It was never mentioned that there is a 25 day cancellation period which makes no sense since I do not have a signed contract with them. I am requesting that my cancellation date be the day that I requested it and to not be billed for a month that I will not have access to visit the gym. I'm moving out of *********** on December 27th and haven't been to the gym since October. They already took out an annual fee for the upcoming year in which I will not receive a refund and we can call it even. It seems like they are trying to get the most money out of me.

  Business response

  12/13/2024

  We’ve researched ****** ********** membership.

  
  Every member at Big Sky does pay an annual fee (annually), as we use those fees for improvements and upgrades to the club every year. Because she is out of contract does not mean she does not benefit from those continuous upgrades.  ****** is out of contract and can cancel at any time with 25 days notice to our billing company, *** *******, but any charges that fall within that time frame, the member would still be responsible for.  She is currently past due for her final month of membership, we will cancel her out immediately with nothing further due and refund the one late fee of $17.50 which was charged on 11/08/2024.

  
  Big Sky has committed no errors or misrepresentations with regards to ****** ********’s membership agreement, and we expect that she live up to her signed-on responsibility as we always live up to ours. 

  
  

  Customer response

  12/13/2024

  
  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 as long as they do not attempt to contact me, put anything on my credit, and try to pull a payment. 
  In response to the business stating I need to uphold what I signed on an agreement: you all need to hire staff that knows the requirements for cancelling a membership and details around the contracts and/or agreements. I also need them to learn ethical practices if I cancel on the 30th of November why would I pay another month when I will not be in *********** any longer. There’s a lot of miscommunication around the membership and I’ve been going to Big Sky for over a decade. I promise you I will never give them another penny in my lifetime. Just because I have been accepting of previous frivolous doings by Big Sky eventually you’ll get tired. If you're going to state I benefited from using the club.. what have I when half the machines don’t work and the members aren’t enforced to wipe machines after use. The classes I can say are the best part and I’ve paid for my usage even during some months of Covid so please stop the foolery and try to build positive relationships with members. If you all were perfect you wouldn’t receive complaints. I’m not the first or last. I’m glad this is over! 

  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am having an issue successfully closing my account with Big sky. I have submitted a formal request to their third party that handles these requests, known as *** *******. They accepted and acknowledged my request and stated that I had to call and pay off any past due balance before closing the account officially which I did. I confirmed with the representative on the phone that I am up to date and can therefore close my account. I even called big sky directly and they stated they do not have an active account for me and therefore I was not incurring charges. I asked *** ******* for a confirmation email that my account would be closed in good standing and they stated I need to pay. I asked why and proceed to explain the above and they keep going in circles about the terms. I did exactly what they asked, I’m not sure why they aren’t able to close my account.

  Business response

  11/14/2024

  It appears this matter has already been resolved on 11/12/2024.  ******* ******* had paid her past due amount and was cancelled out with nothing further due.  See attached notes from their profile.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son signed up for a membership With Big Sky in *** ******* and was actively attending from inception. Unfortunately he sustained an injury that required surgery and was unable to attend the gym. We continued to pay in the hopes that he would be able to return but he was unable. We called the club to cancel the monthly subscription in July then again in August and were told we had to submit, in writing the intentions to cancel his membership. We submitted that on 8/31/2024, understood the delay based on the explanation. We were charged in September and we called again and were told that is takes another billing cycle. We received yet another charge this month. We have called the last two months to get this removed and refunded and the business has told us they cannot handle the refund and we have to go through their third party for billing and their system didn't even show the pending cancellation. The third party was not helpful in rectifying and telling us the business has to handle the cancellation. Seems ridiculous since we have followed all the requirements they requested to cancel. In reading complaints, this seems like they do this frequently and find loop holes in their process. I am happy to perform a charge back on my card and dispute the charge and share my experience with others on this business. I have escalated this to management from the third party and the gym management based on the scam to trap the credit card and keep the charges coming in unethically.

  Business response

  10/29/2024

  We do apologize for the delay in the cancellation of your son's membership.  It is cancelled now and you have been refunded $55.08 for the last two months (September and October 2024).  The refund does take 3-5 business days to show back to your account. Again, we apologize for inconvenience. 

  Customer response

  10/29/2024

  May I ask how this will be refunded? Since the card is removed. Please advise. 

  Business response

  11/05/2024

  The refund will go back to the card on file that was charged.  We only have access to the last 4 digits which are ****.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a request to discontinue my Big sky gym membership on 9th July. I provided the flight ticket and moving out notice. But big sky did not honor it and asked for further bills. I did not have a permanent location and was not able to provide the supporting. However I provided the supporting documentation by 17th Oct. However Bug sky renewed my membership for next year on 11th Oct despite my intention to discontinue the membership. They are not ready to refund my money.

  Business response

  10/29/2024

  We’ve researched Hemant Waghela’s membership and found that they had originally contacted *** ******** our billing company, to cancel back on 7/09/2024, but as explained in the notes (attached) the proof that was given was not sufficient to cancel the membership and a list of accepted forms was provided at that time. *** ******* is not able to cancel a membership just because a member is “going to stay at their brother in laws place in *****”, unless the member has provided a proof of change of address. This was explained to the member in an email from 7/16/2024. 

  The member did not reach out again until 10/17/2024, and at that time was able to cancel because they were at the end of their contract.  Their contract has not been “renewed” as stated in the complaint. Their final payment of their contract is 11/08/2024.
  

  Big Sky has committed no errors or misrepresentations with regards to ****** ********s membership agreement, and we expect that they live up to their signed-on responsibility as we always live up to ours. 

  
  

  Customer response

  10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: The annual one time charge which is applicable for full year has been charged on the month of October 2024 and membership is ending in November 24 so effective I am charged for 11 months for which I am not going to be the member of the club.
  I have explained this to the customer service team and I am still denied the proportionate credit for the period I am charged when I will not be a member.

  i have not used the facility since July 2024.I could not provide the proof earlier since I was still in the process of settling down to a new place !!

  
  Sincerely,
  
  ****** *******

  Business response

  11/04/2024

  We have refunded the annual fee that was drafted on 10/10/2024.  You will see a refund back to your account in 3-5 business days. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined big sky around march of 2023. I was going to the gym for about two weeks and then just couldn’t keep up with it. I have an extremely busy schedule. I have not been to the gym in months and I cannot afford to keep going as I am a full time college student and this gym is very expensive. Is there a way I can cancel my contract without having to get a doctors note or moving?

  Business response

  10/24/2024

  
  
  
  As explained in her membership agreement, membership cancellations within your initial commitment are limited to a move out of the area (over 15 miles) or due to medical reasons, with a doctor's note required. As ***** joined online, there are multiple dialogue boxes that explain the length of her membership term and number of payments required (12 monthly dues) that you must click off and acknowledge before completing the joining process. We understand that she is not looking to continue her membership, so we have removed her automatic renewal, and she will have 5 payments of $15.90 remaining that she is responsible for.  She does also have the option to transfer her membership to another person, as long as they are not currently a member of Big Sky. 

  Big Sky has committed no errors or misrepresentations with regards to ***** ******’s membership agreement, and we expect that they live up to their signed-on responsibility as we always live up to ours. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Per my review, I would like to cancel this membership due to two reasons: 1. Buyer's remorse. I joined to use the pool. But on the only occasion I ever used the pool and the gym, the water smelled and the cleaning lady nearby seems to spill cleaning chemicals into the pool near me. I nearly vomitted. Also, there gym was still under construction. 2. FInally, we are relocating to our residence overseas in the ******** ** *****. I sent BIG SKY and their finance company a certified letter indicating so, and a notarized copy of my driver's license in ***** to prove residency. They then insisted that I get a NEW license to prove residency. This is absurb. The license is perfectly valid and I would need to pay for a new license all over again just to cancel a gym membership. This is not reasonable.

  Business response

  09/10/2024

  We’ve researched ****** ******** membership and found that they did originally join Big Sky on 7/07/2024 in which they received 2 months free, and their dues began on 9/05/2024. They joined for a 12-month agreement. We’ve attached a copy of the agreement.  
  If ****** is moving, they would just need to supply to *** *******, our billing company, with a recent lease/mortgage, utility bill from The ******** ** *****, or a one-way plane ticket to The ******** ** *****. This was explained in the email from *** ******* to ****** LaVoie on 8/02/2024 (notes attached). It doesn’t appear that they have yet moved, so the cancellation would take effect at that time. No refund is due at this time, as it does explain in the membership agreement that any changes do require 25 days notice.
  We are sorry that ****** had buyers’ remorse, but they did have 7 days after they joined to make changes or cancel their agreement.  They do also have the option to transfer the balance of their membership to another non-member for a $25 transfer fee.
  Big Sky has committed no errors or misrepresentations with regards to ****** ******** membership agreement, and we expect that they live up to their signed-on responsibility as we always live up to ours. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business is trying to collect payment for a membership that I did not sign up for and requesting that I get a Doctors certificate in order for them to cancel a contract that I never entered into. I have anever been to any of their facilities and I have never signed any contract with them.

  Business response

  08/15/2024

  We’ve researched ***** *****’s membership and found that they did originally join Big Sky on 1/25/2024 in which they received 4 months free, and their dues began in May 2024, even though they have not yet paid at all towards their monthly dues. They joined for a 12-month agreement. We’ve attached a copy of the agreement. 

  
  It looks like ***** does still have the balance of their membership that they would still be responsible for, unless they are relocating at least 15 miles from a Big Sky location or if they need to cancel due to medical disability.
  The credit card that was on file for this membership is for an ****** ******l, and $5.32 was charged the day of the signup on that **** card, but the contract was emailed to the same email on file as the complainant, **********************.  The phone number on the contract also matches the phone number in the complaint. The address that was included on the membership agreement was * ********* **** *********** ** *****, but there was no address included in this complaint to confirm a match.

  
  Big Sky has committed no errors or misrepresentations with regards to ***** *****’s membership agreement, and we do expect them to fulfill their contracted obligation.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  my son ****** **** birthdate 4/22/2005 has a gym membership at big sky ********** ** he injured his wrist and is no long able to work out in the gym they said to cancel we need a doc note i provided it to them and now they still wont cancel membership by saying it has to be a disability which in not in the contract ive emailed them 4x and i have called 3x and getting no where we are still paying and he cant go i just want it canceled out

  Business response

  06/12/2024

  We’ve researched ****** ****’s membership and found that they did originally join Big Sky on 2/26/2024 in which they received 2 months free, and their dues began on April 26, 2024. They joined for a 12-month agreement. We’ve attached a copy of the agreement.  ****** is currently 1 month past due.

  
  ****** can freeze the membership for as long as necessary as stated by his Doctor in a Doctor’s note for his wrist injury, but is not permitted to cancel the contract altogether unless it is for a permanent disability. Membership must be current to freeze. We do also offer an option for members to transfer the balance of their memberships to another non-member for a fee of $25 as well if ****** does not think they will return to the gym for other reasons.

  
  Big Sky has committed no errors or misrepresentations with regards to ****** ****’s membership agreement, and we expect that they live up to their signed-on responsibility as we always live up to ours. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, unfortunately I am linked to this Gym membership contract that I do not use. Their ending of contract agreement makes it nearly impossible to end this service with them. I am a college students whos budget is extremely tight, and the $15 a month (plus $50 once a year fee) would go a long way in improving my financial situation. I would like to end this service as soon as possible as March 11th is the renewal date for my contract. I do not wish to continue my contract with this company in anyway. I want to cut all ties with their service. If there is any additional information that is needed please let me know. I’ve been paying them since 2022, and have not been able to end my subscription since due to their contract. Thank you for your time!

  Business response

  03/13/2024

  We’ve researched ********* Pye’s membership and see that she would be able to cancel her membership at any time with a 25 day written notice to our billing company, *** *******, but as of the date of this complaint, there had been no such attempt.

  We will submit a request to cancel the membership for *********. 

  
  Her final bill date was on 2/20/2024 giving her gym access until 3/19/2024, and no further action is necessary on her part. No refund is due at this time, as Ms.*** just obligated her contract as of their bill dated 2/20/2024.

  
  Big Sky has committed no errors or misrepresentations with regards to Ms. ***** membership agreement, and we expect that she live up to her signed-on responsibility as we always live up to ours. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My 17 year old minor daughter signed a contract without our consent for a gym membership. We requested to cancel the membership and they denied it. It’s not legal to have a minor go into a contract without parental consent. Attached is an email that she sent to Big Sky. They are still charging her and refused our requests.

  Business response

  03/13/2024

  We’ve researched ****** ******s membership and found that she did join Big Sky on 9/21/2023. She joined during a membership promotion which gave the new member 4 months free as well as a reduced start-up fee of $5, when the member signed up for 12 months. We’ve attached a copy of the agreement.  

  
  ****** stated her date of birth as 7/11/2005, (not 2006 as stated in the complaint).  If her date of birth is indeed 2006, we would just need a copy of the birth certificate and a statement saying she lied on her original visit. She would also need to pay for the time she used. We would then cancel the remaining time on her contract. Sophie did use her membership for 5 months, even after the contact with *** ******* to cancel.  In that contact she asked to be released of her agreement as of 1/14/2024 and she continued to use the club until 1/30/2024 (check-ins are attached).  She chose to try to cancel the membership as soon as she actually needed to pay for the membership (as her dues started on 1/18/2024).

  
  Big Sky has committed no errors or misrepresentations with regards to Ms. ******s membership agreement, and we expect that she live up to her signed-on responsibility as we always live up to ours. 

*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. ↩