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:06/22/2023

  Type:Customer Service 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.

  In August of 2022 I suspended my family account because we would be out of the country. The suspension fee was to be $15 per month. In October I went in to have it reactivated and use the facilities, but was unable to. I was referred to the Hollywood location and spoke with a ******* was told a specific person would have to take care of my account and they would call me. A week later no call. I contact the call center because I have no access and I'm still being charged a fee, I'm told someone will reach out in 3 days. Still no one calls and no one answers. Go in still no access another month later. Same run around. Finally speak to someone 4 months later in February they reactivate my account and will have the correct person adjust the billing. Tried going to ********** location and no access. March and April overcharged no refund processed for Oct through Feb and now I'm charged for services I have had no access to. And it was noted that someone called in January but did not leave a message after Id been trying to reach someone for months.

  Business Response

  Date: 07/25/2023

  Member can in on May 9th to terminate her account, the May balance was never paid and it was cancelled out of the system. 

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20222296
  
  I am rejecting this response because: I came in several times and called several times beginning in October. I was told on those occasions I would receive a call letting me know when my account was situated and I was able to use the facilities. I was still being charge while having no access. It was not until February when someone over the phone said they could reactivate the account and have the discount applied prior to the charge. They did not. For the next 2 months I was charged an amount I never agreed to pay. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service 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 purchased a **** membership at the ******************* location last year after its grand opening. At the time, I obtained membership for me and my family members. Months passed and I decided to cancel my family members' membership because they were not visiting the facility. I noticed that the staff were hesitant to cancel the memberships but nevertheless, they did it after I explained my family members wee not using their facility. I moved to *************** ** and realized I should cancel my membership because I will no longer be able to utilize ****'s ******************* facility. I called over the phone and was rudely addressed by a young lady who advised she would not cancel my membership and that I would need to come in person to do so because it is ****'s policy not to cancel membershios over the phone. I explained i was over ************************************************* person at that time. After the phone call ended, I submitted an online inquiry with the requestin ****'s website and the young lady called my phone rudely stating her response would not change. She further yelled "why didn't you cancel before moving." I asked to speak to the director and she refused. I then asked to speak to a superior and she refused. I asked if there were any exceptions to the policy she said no. I am very concerned about the legality of this policy; especially for those who do not have access to go in person and need to cancel their membership. I went in person on **** 13, 2023 to cancel my membership and was advised **** would still withdraw their monthly fee from my account. I do not agree that I should pay for **** because of ****'s unfair trade practices and the lack of professionalism displayed by their rude and low class staff.

  Business Response

  Date: 07/25/2023

  Member came in on the 14th of July to cancel the membership and stop the payment for the 15th. Unfortunately we need a 15 day notice for any changes on the accounts. 

  I have added the waiver form that she signed when joining the facility. 

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20193030
  
  I am rejecting this response because:

  I specifically explained to **** that I was 50 miles away from their location. I asked to speak to the director for assistance with canceling the membership over the phone or via email. The representative refused to allow me to speak to the director and yelled in my ears. Her behavior was unprofessional and unacceptable. ****, through it policies, adversely affect the community at large by forcing members to maintain membership even when they are unable to utilize ****'s facilities. I will be submitting an antitrust complaint to FTC as I believe ****'s cancellation policies surely violates antitrust laws.

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

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair 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.

  I was charged $108.86 on May 2, 2023 for a membership at the **** in South Florida *** location. The week of May 7, 2023 I had left the gym and went to buy some small food items and came back in the gym to let my daughter know I had some things and a black tall guy was joking me about giving him some food and I said to him I am not able to help anyone because I dont even have a house or place to live. He said he was sorry and he was just joking so it wasnt a problem for me I went in the locker room and put the food away. The very next day he approached me saying he had complaints about my 15 year old daughter and my 11 year old son in the bathroom. Ok to him I said we joined the gym for pleasure and relaxation. He never mentioned anything about my son not being able to come in the locker room so we squared that away and the next day it was the same thing and this time he refused to let me in the gym. He was literally blocking me to go inside after I said ok we will go upstairs and he still kept trying to argue with me. Bottom line is I paid for this membership to do what I like to do and was discriminated against and accused of sleeping in the bathroom and it wasnt brought to my attention until we visited another location and they told us we could not stay. I want all my money back and I want to speak to the person over the **** on 6th St in *************** whoever is the manager of ************************* needs to have a serious conversation with him about personal space he got so close I thought he was about to assault me. I never got a tour of this facility and no one explained any rules so how can I know what is allowed and whats not it no one explained it to me. I want a full refund for being mistreated like a criminal and a outcast. He restricted my membership and I only used it for about a week. This month is not over yet and I want my money back for being treated disrespectful and he was acting like I was a child asking me to step outside he was out of line.

  Business Response

  Date: 06/01/2023

  A refund of $108.86 was given back to the member on 05.19.2023

  Customer Answer

  Date: 06/01/2023

   
  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

  Date:03/30/2023

  Type:Service or Repair 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.

  On 03/02/2023 I contacted the **** to cancel my daughters account. I was told I would have to go into the office to sign paperwork to cancel which is already an inconvenience. I was not able to go into the office until 3/28/2023. Upon arrival I was informed that I would be charged again for the month of April because I did not cancel 15 days before the due date. I was not informed this when I called on the 2nd but the receptionist tells me she has notes that state I was informed of the 15 day policy. I was given a mangers card and told to email for further assistance. I emailed and called the number listed and did not get a response. On 03/30/2023 I called again to follow up and was informed my ******** that the manager was not in and also would not be able to help with my issue even though my child has not attended the ** cA since Feb 2023. All I want is a canceled membership with our being charged for another month. I also contacted the number for the association and was not able to speak to anyone.

  Business Response

  Date: 04/20/2023

  ****** called the YMCA of South Florida on 03.02.23 @ 1:03pm to cancel the membership. On the call the representative did let ****** know that she has to go in person to cancel and that there is a 15 day cancelation policy. The account was notated with this information as well. ****** did express on the call that she didn't agree to having to come into the facility to term the account because she didn't have to come in to join. The representative explain that this is our policy, ****** replied with of course make it harder for the customer to cancel. Then said have a nice day and hung up the phone.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19875283
  
  I am rejecting this response because:
  I was not informed of the 15 day window. All other information is correct but the representative never mentioned 15 days. If I was given this information I would have made sure I went in a timely manner.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/01/2023

  I have listen to the call and i can hear the agent tell the member that there is a **************************************************************************************** person.