Complaintsfor9Round Cross Creek

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined this gym in August with a month to month no contract. I worked out 4 times in august and 4 times in September. I realized this was not the gym for me and started trying to cancel at the beginning of October. I started calling the gym and leaving voicemails and no one would call me back. Then I had to contact corporate before someone finally called me. His name is Arden- he is the same guy I signed up with. He told me to fill out a form and that I should be "all set." Meaning not going to be charged again. I was charged in October. The date they had been drafting my account was the 3rd of the month. In November the 3rd came and went and no one charged me, so I thought everything with the cancellation was good. I joined a new gym. Then on the 15th of November they charged me $209.65. I was enraged. I again contacted the gym and Arden multiple times with no response. I contacted corporate again via their website. No response. They need to refund me as services were never rendered. I contacted my bank and filed a complaint. I cancelled my credit card. Now today on December 2nd I get an email that they are trying to charge me again. They will not stop. I left another voicemail. I know no one is going to call me back. The website for their corporate isn't working, a state won't load, so I cannot even send a message to them. This is not right. That is why I am reaching out to the BBB to see if something can be done on my behalf. Thank you for your help.

  Business response

  01/31/2022

  Business Response /* (1000, 13, 2022/01/24) */ Attached are the documents provided in my response. We will not refund any payments since we did not collect her last required payment. We explain to all members the process and policy to cancel. She backdated the cancellation form and signed the manager's name. Hope this information is sufficient. Charla Consumer Response /* (3000, 15, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I began calling the club at the beginning of October, prior to my date that they were to draft my account. I finally got a call back from the manager and was told to date the form and send it back as mentioned and he would take care of it. I was charged in October. I was charged again in November. I received another notice in December that they were trying to charge my account. It was not until I filed this complaint with the better business bureau that the owner responded, as she is across the country and does not know what people tell client when they sign up. I wanted a month to month. I paid more to under NO CONTRACT. I saw your computer system. You created a second account under my information so you could keep charging me. That's fraud. You owe me 209.66 x2. That can be cash or check. Business Response /* (4000, 17, 2022/01/25) */ I'm not going back and forth. I provided copies of the email correspondence from Oct & Nov. Again, her statement is incorrect regarding no contact. Per the contract, it clearly states a written notice is required to cancel. We did not create multiple membership accounts for Ms.****. The amount of times she opted to work out is not relevant as the gym was available and she chose not to utilize it. I have no further comment.

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