ComplaintsforMax Fitness

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  “I find it very SAD and UNPROFESSIONAL on how you all conduct business as well as ignore emails phone calls and voicemails. I’ve been reaching out to you since February and I haven’t gotten any response I even had the manager at the ***** ***** location to call you he left a voicemail and emailed you and you have yet to respond. This is ridiculous and it shows! If legal action is needed to be taken I will! I need you to cancel this membership zero the balance and let the billing department know before this be place on my credit! I’m not able to keep this membership due to an injury! I **** ** *** which proof has been sent in several times and it’s draining trying to get in touch with you.” This is my message to the company!

  Business response

  05/03/2024

  As clarification to our cancellation policy prior to addressing this, all cancellation are done via form in the facility or via email at [email protected], they take 30 days for processing and must be up to date, and any fees falling in the 30 days the member is responsible for. If the member is within an agreement they are also required to provide a medical note, relocation document or may pay a penalty for early termination without valid reason for cancellation.

  The first email received from Scurry was on March 21st, on March 25th, this email was forwarded over to the location Manager, Nick who was instructed to contact Scurry directly and discuss with him his options in reference to him tearing his ACL and looking to cancel. His options would have been a one time complimentary freeze at no charge, or providing proof of a medical note to cancel without the penalty. The manager of the Augusta location did not follow up with Scurry, in turn causing our member relations department to be very aggressively addressed. The manager of that location also advised Scurry he called the member relations line and left a message, which was not true, in fact the manager of Augusta never reached out to member relations one time in reference to Scurry's account, member services was also advised by the manager of the Augusta gym, Scurry was aggressive and unwilling to hear anything he was relaying to him in regard to the membership.  Scurry initially said he filled out a cancellation form, and submitted his medical note to staff inside the building, he then later said going into the facility to fill out a form would cause further injury and he had not been to the gym to do that. Scurry then advised member relations he sent multiple emails and called the gym many times to reach our member relations department. Member relations department requested the member to forward over the initial emails and the medical note, and once received would review the account and his initial email for further review, due to our email address being long sometimes, there are typos, which we are 100% willing to accept, work with, and back date as necessary when proof is provided. Scurry refused to send his meidical note, any previous emails sent and instead attacked our member relations department saying they don't do their job, and are liars etc. In an effort to deescalate and resolve the issue, the member relations department, despite never receiving any emails, calls, medical note or physical cancellation form, said they would "take his word, from his email received on March 21st", where Scurry stated, "I informed Augusta staff I could not workout anymore on February 23rd", as the date of request as long as he would forward over the medical note and then it would only make him responsible for one charge, as it was owed before February 23rd, before the date, Scurry himself stated he "informed" Augusta's staff he couldn't workout anymore. Coming to a very reasonable compromise to settle this account by providing his medical note in April and resubmitting one payment, when more was owed, and going off of his word seemed to be a very fair and reasonable way to resolve this issue and cancellation. After continued abusive language towards our member relations department, the member relations department reached out to the Augusta location, branch manager again, and he was asked to reach out to Scurry to address and resolve the cancellation. Based on the response of the Manager of Augusta, he was simply unable to reason and work with Scurry and in turn cancelled the membership and waived all of the fees owed without him providing any proof of anything to the facility. His account is closed and reflects a zero balance owed. 

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2020, I was in the process of relocating outside of the local commuting area. I communicated to the local Gold's Gym via telephone stating that I would like to cancel my Month to Month membership. This occurred at the height of the COVID-19 Pandemic both locations in Augusta, GA were closed. I was told my request would be processed. Gold's Gym then continued to auto draft payments from my account for several months I then call them again to inquire why they were still charging me for a service that I have canceled. They stated that they did have a record of my request but they didn't process the cancellation because it was not requested in person and I didn't sign the cancellation request forms. I informed them that I now live 100+ miles from the nearest Golds Gym and could not physically go to a Gym and sign the forms. With the issue unresolved I figured I would be forced to continue paying on a membership that I could not utilize until I lost my debit card and Gold's Gym could not continue withdrawing payments from my account. I started receiving harassing phone calls and text messages from there call center stating that I had a balance due and they need to update my credit card information. I refuse and told them that I have been trying to cancel my membership for at least a year and half. They then reluctantly provided me with a IP address to a website to create a account to cancel my membership. At this point I am extremely upset and demand to be issued a refund for the previous payments if I would have know this information prior to this point it would have saved me hundreds of dollars this request was denied. Gold's Gym shortly after canceled my account and turned my it over to a collection agency which cause me an additional $250 dollars to settle. I believe it is only fair to have 18 month payments returned and the $250 I spent to pay off the collection agency.

  Business response

  05/18/2022

  Business Response /* (1000, 7, 2022/03/21) */ Contact Name and Title: ****** ****** Contact Phone: XXXXXXXXXX Contact Email: *************@gmail.com *******, I would like to help resolve your issue as soon as possible! Please contact me at XXX-XXX-XXXX so we can discuss your account. Thank you!

*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. ↩