ComplaintsforBig Sky Fitness

• 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. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have moved 1700 miles away from any Big Sky center. I have requested over 4 times (phone, email) to cancel my personal trainer membership since I have no access to weights at my current location or a Big Sky center. I have been told I need to complete my contract (which will be another $1575.35 as I was told I need to pay 15 more payments) even though I cannot receive the service. It is ridiculous to have to pay for a contract that you cannot move because you had to move for a job. I entered the contract in October 2023. The charge was $157.40 every two weeks. I was able to reduce that January as I prepared for my move (which was communicated over 1 month in advance) to $105.29.

  Business response

  03/06/2024

  We’ve researched ****** ********* membership and found that she did originally Big Sky on 10/09/2023 for a 12-month agreement, and did a training agreement for 48 weeks on 10/16/2023. We’ve attached a copy of the agreements.

  If ****** has relocated her address to ******* as stated in the notes, all she has to do is provide proof of new residence(at least 15 miles away from a Big Sky) to our billing company ABC Fitness and 25 days notice and both the membership and training agreement can be cancelled. I see where she contacted *** *******, but I do not see that any new proof of residence has been received (see notes attached). In the meantime, we do also offer **** training, so she could still utilize her training sessions.

  
  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.  us why here...

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I agreed to see a personal trainer, and made it very clear that my work schedule varies. On the contract, we left some boxes blank in order to make it understandable that I could not do a certain amount of sessions per week. I also could not agree to a set amount of weeks. Please see the photo I am attaching in this letter here for better details. Anyways, Big Sky had continued to charge me and they stated I signed a 12 month contract. I did not. They fixed this error and never refunded me for the $98.90 they took out of my account every 2 weeks. If you pull up my information, you will see they continued to take money out until I went into the building and cancelled the “contract.” They disagreed with me and were extremely unprofessional. I took out my pink contract slip and they were immediately apologetic. They stated this contract was not legitimate because it was not fully completed. In addition, the trainer named Noah illegally filled in the information on the slip and put incorrect information into the computer. They cancelled my “contract” and apologized. I was never refunded. I also cancelled my membership and was very upset this happened. Today, I received an email stating I owe $149.50 to collections for Big Sky. This is completely illogical, and I should have gotten hundreds of dollars refunded. I should not owe them a cent. Please see my uploaded photo and information Big Sky has regarding this case. It is evident on the slip that information is missing and did not match their system information. I am not paying any money to this terrible business. Thank you kindly.

  Business response

  01/04/2024

  In February of 2022, Miss ***** did sign up for a 48-week personal training program with one of our coaches at our ****** location. In April of 2022, she stopped in to the club to request a cancellation of that training program, and after it was discovered that her coach had made several errors on her training paperwork, her personal training billing was cancelled immediately with nothing further due (please see the attached email, dated 4/14/2022, confirming that cancellation). As of that date, Miss ***** had made 4 payments to the club for her personal training, and had attended all of the 8 training sessions purchased with those payments. We have no record on file of a request for a refund, but beyond that, we would not have been able to issue one as Miss ***** had already used the services purchased with those 4 payments.
  
  Miss ***** also states that she cancelled her membership to our club. All of our membership cancellation requests are processed through our billing company, *** ******* *********, and all emails and phone calls to them are automatically recorded by their computers. As you can see from the attached notes from Miss *****'s account, there is no record of a cancellation request, or in fact any communication from her whatsoever. You can also see in the notes that, once her monthly membership dues stopped being paid in September of 2022, *** made numerous attempts to reach her by phone, text message, and email over the next 4 months. As they received no response and her monthly dues continued to go unpaid, her account was referred to a collections agency in January of 2023 in an attempt to recover the money owed on her 12-month membership agreement.
  

  Customer response

  01/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: How could I have completed the 8/8 sessions, when my pink slip did not say how many sessions I was going to have per week. How much was I supposed to be charged for each session? There were numerous sessions I could have attended but was unable to for weeks because of my schedule. And money still came out of the account. I am appreciative you acknowledged the major mistake with the personal training. I joined the gym and did the training I was able to get ready for my wedding. And then all of this happened. It is very disheartening. I asked to have my membership cancelled on that date you documented stating the day I went in to prove that what I was saying was true. Which you admitted I was correct. I do not want to and am not going to pay the money due for this collections issue. Big Sky ****** ** made a mistake, and it needs to be fixed. Again, I am not paying the collections agency. Thank you. 
  
  Sincerely,
  
  **** *****

  Business response

  01/12/2024

  When Miss ***** stopped into the club to request a cancellation of her personal training program, no mention was made of a refund request. Please note that in the email confirmation of her cancellation that was previously attached, dated April 14, 2022, it specifically states that her program was cancelled and she would not see any more charges for personal training sessions. Had there been any discussion of a refund for any payments made prior to that, a confirmation or denial of that request would most certainly have been included in that correspondence. If Miss ***** was expecting a refund, we are very surprised that we received no communication from her stating that, even after the confirmation email was sent.
  
  
  Please keep in mind that the amount Miss ***** mentioned is currently owed to a collections agency for her unpaid monthly membership dues, and not for anything regarding her cancelled personal training program. As previously mentioned, since all of our membership cancellations are processed through our billing company, had she requested a cancellation when she stopped into the club, she would have been provided with all of the contact information in order to do so. But beyond that, as documented in the membership notes that were previously attached, *** ******* ********* attempted to contact Miss ***** over 30 times via phone, email, and text message between September of 2022 and January of 2023. Had she responded to any of those messages, they certainly would have processed her cancellation. But as neither *** nor we can find any documentation that Miss ***** made a cancellation request on her membership, unfortunately her account was referred to the aforementioned collections agency. If this is an error on our part and there was written documentation sent to either us or *** ******* *********, we would be more than happy to research this further!

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Agreement number ********** I live 20 miles away from the gym. I went to this gym to begin with because I didn't like the gyms close to me but I realized I was not able to commute there every day. I contacted *** billing dept of Big Sky to cancel. Big Sky told me *** would cancel since I lived more than 15 miles away from Big Sky. I contacted *** ******* and they did not cancel because they told me my address was not moved!! Isn't that crazy. Ok I didn't move my address but I do live 20 miles away from the gym that is crazy that you guys want the address to have the "moved" status. It says in the contract if I live more than 15 miles away you would cancel. I have had the same address I didn't move but my address is more than 15 miles away from the gym. The logic of this company is nonexistent. I am a student and I do not want to pay more money to a gym that does not care about customers. I filed a complaint since *** billing doesn't care that I live so far from the gym and all they want is money.

  Business response

  12/04/2023

  We’ve researched ******* ******’s membership and found that they did join Big Sky on 2/01/2023. They joined during a membership promotion which gave the new member 2 months free when they signed up for 12 months.

  
  While we do apologize that the commute has become too much for *******, their residence has not changed since they joined the club. We have many members who live further than 15 miles from our clubs because they see the value in traveling to find the best gyms.  In order to be eligible to cancel due to move, the member has to actually relocate further than 15 miles from a Big Sky.  ******* has used the club consistently and frequently for the past 8 months and we hope they will able to use their membership for their remaining time here at Big Sky(check-in history is attached). It looks like ******* does still have 3 months remaining on their membership that they would still be responsible for.

  
  We do offer an option for members to transfer the balance of their memberships to another non-member for a fee of $25 as well.

  
  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. y here...

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My minor daughter (17 years old) began a membership and would like to cancel the membership. I don’t believe she is old enough to have entered into a legal contract. They said she cannot cancel the membership.

  Business response

  11/22/2023

  We’ve researched ****** **********’s membership and found that she did indeed join Big Sky on June 15, 2023 with a 1-year membership term.  

  
  As we explained to Amber ********** during the week of 11/13/2023, and the week prior, her daughter put a date of birth of 6/28/2004 (see attached) making her 18 years old when she signed the contract. She has used the membership consistently since her join date for the last 5 months(see attached check-in history). We also explained to ***** that if her daughter lied on her contract about her age, and Ms. ********** could provide a birth certificate or something with her daughter’s date of birth, we could cancel the contract immediately, and would still be happy to do this if provided the proof of birthdate.

  
  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. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested BigSky Club to cancel my subscription on 1st September since we were moving to different state As a proof I attached the rent agreement our new apartment with the signatures of (Members and Apartment Owners) but we still get a response from them that the details are not valid. I tried to highlight the requested details (names of required parties in agreement but I still receive the same response) .Though the request to cancellation was raised but I was being charged on 19th Oct 2023 and we released(after checking in the Gym) Now since they has still not accepted by proof documents I will again be charged for the month of November 2023.

  Business response

  11/17/2023

  It appears the complaint by Nalini Kisawe has already been resolved and the complaint should be taken down.  The membership has been cancelled with nothing further due.  The notes are included below.

  11/10/2023 04:08 PM DAR DELETE A/R INFO DTATRK
  11/10/2023 04:08 PM *** CANCELLED ACCOUNT DTATRK
  11/10/2023 04:08 PM *** PROC BY: CLUB DTATRK
  11/10/2023 04:08 PM *** AUTH BY: **** ***** DTATRK
  11/11/2023 09:30 AM REM Received email ******
  11/11/2023 *** Receive Date: 111023 ******
  11/11/2023 *** Postmark Date: 111023 ******
  11/11/2023 *** AS A PROOF I ATTACHED THE NEW LEASE ******
  11/11/2023 *** AGREEMENT IN THE MEMBER-S NAME SIGNED ******
  11/11/2023 *** BY MEMBER AND LESSOR WITH THE ******
  11/11/2023 09:31 AM CNT Continuation of Above ******
  11/11/2023 *** SCREENSHOTS TOO. ******
  11/11/2023 *** WASNT THAT AS PER PROCEDURE ? ******
  11/11/2023 09:32 AM FYI FOR YOUR INFORMATION ******
  11/11/2023 *** NO PT RS ******
  11/11/2023 09:33 AM EMB EMAILED MEMBER BACK ******
  11/11/2023 *** YOUR MEMBERSHIP HAS BEEN CANCELLED. ******
  11/11/2023 *** THERE ARE NO FURTHER PAYMENTS DUE.

   

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'd been having issues to cancel my gym membership but customer services had been very unhelpful with me and being very unresponsive I'd like to cancel this gym membership as soon as possible.

  Customer response

  09/19/2023

  It would be Big Sky fitness from *** ******* that have been un responsive with my complaint 

  Business response

  09/26/2023

  We’ve researched Edward Cahua-Hernandez’s membership and see that he would be able to cancel his membership at any time with a 25 day written notice to our billing company, ABC fitness, but as of the date of his letter (9/18/2023) he had not yet supplied that written notice and still has not as  of today (9/25/2023). 

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

  
  His final bill date was on 9/20/2023 giving him gym access until 10/19/2023, and no further action is necessary on his part.

  Customer response

  09/27/2023

  
  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

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved to *** ****. Called the gym to cancel and was told I had to call a third party service. They weren’t open until the end of the holiday weekend and when I called I was told you cancel via email and it takes 30 days so you’re still liable for any membership payments. I sent the email and contacted the gym management number given to me and spoke with Holden. He stated that he’d cancel my membership and I’d avoid any further billing as long as I emailed a piece of mail with my new address. I still got charged and when I called Holden acted as though he’d forgotten that he said I wouldn’t be charged and said he’d contact the gym manager for approval. Two weeks later I sent a follow up email and was told they denied the request.

  Business response

  07/27/2023

  **** ****** was refunded $38.18 on 7-25-2023 by the club manager at Big Sky *** *******. Attached are the notes from our billing company. We would like this complaint closed and removed from record.

  Customer response

  07/27/2023

  
  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,
  
  **** ******

*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. ↩