Business Profile
Fitness Center
Rukus Cycling StudiosThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ive attempted to cancel this membership for nearly a year. At first I called and was told I need to go to a studio. I go to my local studio and was told I need to go to **************. I go to ************** and ** told I need to send an email. I send an email and its been a week and still no response. This should be illegal. What a Scam.Initial Complaint
12/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I was a member of the Rukus location in ********************. In June ************************************************************************************ be able to transfer our membership to another location. since there was not another one near me, I decided to just take the refund and be done with it. As of December 2023 I am still being charged every month for a service that no longer exists. When u lock my card I get daily emails about them not being able to change me. I changed my card number and thought that would be in and find out months later I am still being charged and its too late to file a dispute. In total I was robbed $336 by them. They have no contact number they just tell you to contact a center who can offer no help as my center is closed and they are owed by different people. I have emailed back telling them to stop charging me. I have to log in every month and dispute the charge and if I forget tough cookies for me.Initial Complaint
11/30/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ive written multiple emails, called multiple times and no employee can cancel my membership after Ive requested. They are refusing to honor my cancellation request.Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I joined Rukus Cycling studio in January 2023. I fulfilled a 6 month membership and continued to pay monthly. I was out of my contract, but continued month to month. I received an email on September 21 that the cycling studio would be closing permanently. I rode that weekend and I was told by the front desk that if I needed to cancel to email member services in which I did that day. I thought it was odd having to go through a cancellation process because I wasnt under contract and they were closing. I received an email stating that they received my request for cancellation. They did reach out to me and there was a form that needed to be filled out to be canceled. I did not read the email until I was charged for another month after the studio closed. They told me that I needed to fill out the paperwork and they would review my account and apply possible refunds. I was expecting a refund because I was paid up through October 14 and they closed on September 24. I filled out the paperwork including having to upload a copy of my drivers license and the last four digits of my Social Security. They told me that not only did I need to pay for October 14 but I also owe for November because I was past the ****************************************************************************************** 3 day notice of closure. I told them that I would file chargeback which I did. Even though I filled out their cancellation form, they will not cancel because they say I owe them two more months October and November. I left them a negative review on ******* In their response to my negative review they threatened to get their legal team after me and then publicly posted my private information to include my address , phone number, and email on ****** reviews.Initial Complaint
11/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I cancelled my membership with the gym in May 2023. I tried to cancel in person but was sent to fill out a form online. I filled out the form multiple times and then finally received confirmation of the requested cancellation. Since the cancellation, I am still being charged every month. After I cancelled my membership, the gym closed. That still has not changed that I am getting charged. I have called, emailed, texted and go in person to other locations to talk to anyone who can help. I cannot get anyone to help. It is now November and I finally received text messages back and they charged me for another month membership and then a $99 cancellation fee on top of that. I said I cancelled in July, why am I still getting charged and then they said they were closing my case because they resolved the issue. They have not resolved anything. I paid for months and months after my cancellation for a gym that no longer even exists. The corporate location will not help and refuse to answer the phone to discuss or emails.Initial Complaint
08/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed up for a membership with this cycling studio in Oviedo FL. I went to cancel my membership due to a shoulder surgery. They convinced me to just pause my membership and they would follow up with me for when I was ready to return. I went out for Surgery in mid November. They decided to charge me for the monthly membership without getting confirmation from me that I was ready to return. I called to have it corrected and they said rather than refunding me that they would add it as a credit on my account until I returned. I received a text in the beginning of May to ask if I was cleared yet and I texted back to confirm I was not. I was then surprised to learn that they decided to charge me this month with no confirmation I’d been cleared to return. I was also informed that at the same time they started charging again, they closed the Oviedo location. I’ve attempted to get a response with no success. It wasn’t until I blocked them from charging my card that they are now reaching out. I’ve received daily emails and now a text to update my billing information.Initial Complaint
07/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Termination of account was never honored despite multiple verbal and written requests throughout the last eight months.... Every time we speak with a representative at a local studio, they say we have to terminate by calling a number that has no live representative. The company continues to seek payment from us, I had to remove the credit card from the file, yet they continue to run the card. As a customer we have been ignored, mistreated, and exploited.Initial Complaint
07/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The location that we took classes at suddenly closed down in May. We were not notified in any way by the business that the location was shutting down. The email and phone number were turned off. We’ve tried to call and email other locations with no luck. They are continuing to charge me the monthly subscription even though I can no longer use the service since the location is closed. They need to cancel my subscription and stop charging meInitial Complaint
07/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was a rider at rukus for almost 2 years when I got too busy to utilize the service. I enjoyed all of the classes and had no issues up until 2-3 months ago when I tried to cancel my membership. I was told to email Jason from the downtown branch to which he only tried to call me once and then became unreachable. I was then informed that he no longer worked for the company and to email [email protected] which I did on June 12th 2023. After a few weeks with no response I went in person to the Orlando ave. location where the office staff again stated that they are unable to cancel memberships and my only option is to email ******************** I explained I had already tried this with no response and they said to try again and so I sent yet another email to the same address on June 29th 2023. I have still not heard back as of July 14th 2023 and am incredibly frustrated as my card has been charged over $300 for a service I no longer use. I have tried calling multiple locations with no answers, bots or people sending me in circles. After looking online I have found many others face the same issue and feel they make it impossible to cancel memberships in order to scam. All I would like is my membership canceled as I truly do not know who else to contact.Customer response
08/01/2023
I am reaching out to let you know that I have just received contact from Rukus Cycling Studios and they have completed my request of canceling my membership.Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been trying to cancel my account for the past three months to no avail. I have called the studio, emailed countless times, and left several voice messages with no response. Each time I talk with a representative, they tell me to contact the email, and vice versa. This is a total fradulent process. This organization needs to be stopped. It must be required to have a clear way to cancel your membership to avoid an unwanted subscription. They have NO right to hold my card under hostage. Someone please help.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
21 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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