ComplaintsforOnelife Fitness

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A few months back I saw a advertisement about a new gym opening I reviewed all the amenities it said it had in the advertising but when I went in person after joining my local facility in which was 2 miles from me it didnt have the amenities I signed up for as far as boxing basketball and swimming and when I asked I was told to drive over 30 miles to another facility so I expressed to the manager I wasnt happy and felt misled she gave me a email address to cancel my contract so I emailed them and expressed my concerns they said I couldnt cancel and they have been charging my account and I have been disputing all charges but they wont stop they will charge my account randomly all hours of the night for fees

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had joined OneLife Fitness with a friend because he had a coupon for a $1.00 startup fee. The guy at the desk was very friendly and took the wheel with everything giving me the impression that I would have been told any major commitments with the signup. I signed and paid and had my first workout there and never found time to go back. I signed up on December 15th and called on January 14th asking to cancel. The man on the phone said they dont handle any cancelations and gave me an email address to write too. I wrote an email saying that I have only been once and cant find time to come back and I would like my membership canceled. I was met back three days later with an email saying you can only cancel if you are moving 25+ miles away, are being deployed my the military, or have health issues and all of these require proof. Otherwise its a $59 dollar charge and another month will be charged as well. This is very deceptive in the way they handle their business and these points should be made very clear before the customers are handed a tablet to just sign. I would hope there is an act in place that would make that a requirement for gyms to be transparent. I assume they will be sending me to collections. I will make it my mission to inform everyone I know of how they really work since they dont think its a priority to inform new members.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This facility had a challenge with its personal training staff relationships that impeded customer servicing to an extreme degree. This went so far as when cancellations to personal training sessions that were made were ignored or misplaced after an employee ended relationships with the business. I canceled my membership in view of ****, the offending manager of the trainers and this cancelation was misplaced until I emailed for resolution. When I emailed for resolution I was promptly canceled but not refunded for the months I was not in attendance, nor was there any valid follow up on emails sent to corporate. I was advised on several occasions that they were looking into the situation and Never received any follow up or recompense for the disruptions I incurred. **** repeatedly disrupted my personal training sessions with my instructor for reasons unknown and was highly discriminatory to a trainer I had been working with for some time. his interruptions of my Paid time with her were highly disruptive and intentionally distracting as to take away from her expertise. Prior to his arrival, oneLife was using my trainer to instruct other trainers and coach them on best practices. After his arrival, they deemed her a threat. I have worked with her for years and have never had any concerns with my safety with her and her service animal. in his disgruntled nature, I believe my cancelation of services was conveniently misplaced and I was charged for several additional months and the annual upkeep fee long after I had requested all be stopped due to the discrimination my trainer was experiencing, I could not continue working with a company that would perpetuate the mistreatment I witnessed personally.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a membership at Onelife for 2 years but I ended up moving and I called the facility and the lady assured me she canceled my membership. Now I have moved and I received an email of final notice that I have a 206 dollar balance. I called and they told me even though it was an error of one of their employees that there was nothing they could do. If I would have known it was not canceled I would have at least paid my membership out. But I dont have the funds to pay 206 dollars.

  Customer response

  08/04/2023

  This is the final notice i received 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I joined OneLife Fitness in *********, **. in December 2022, after using the Gym for a couple months I decided to cancel my membership. When I joined, the offered **********, that was the main reason I joined, apparently the gym changed ownership, the new owner took ********** away abruptly. The gym is now undergoing some major renovation. I was told that I had to send an email with my name and membership number and my membership would be cancelled in 30 days. I sent the first email on 2/1/2023, heard nothing back from them. The second email was sent on 2/8/2023, and a third email to the woodstock location, I heard nothing back until today, they are stating they can not cancel my membership for 12 months UNLESS i am moving! I have an email from 2/1/2023 from Online Woodstock which states how to cancel your membership, I did exactly as they told me to and now they are refusing to cancel my membership. The membership cancellation email is ******************************************* I can not find a phone number for them.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter called me while I was out of town on business to ask if she could join OneLife Fitness. She was there on a guest pass with her friend. She put me on the phone with a OneLife employee who told me that there was a student special of $20/month and there was no contract or cancellation fees. This employee took my credit card over the phone and that concluded our discussion. Now, 6 months or so later, my daughter does not use the membership and I called to cancel. I was told to email the request to ******************************************* which I did. I was told that I could not cancel unless we were moving or I wanted to buyout the contract. I responded that there was no contract and that I wanted to see a copy of a signed contract. They asked me to register on their website to get a copy of the contract. I tried to register but it kept giving me an error message that the "name" was incorrect. They then asked me to call the OneLife Fitness gym back and ask them for a copy of the contract. I called OneLife Fitness today and spoke to the manager. I explained that her employee told me by phone that there was no contract or cancellation fees to which the manager responded, "I'm sorry, but this is a one year contract". I asked who signed the contract and she looked this up and told me that my 16 year old signed it. When I asked if it was legal to have a minor sign a contract, she responded "well, since you were on the phone with our employee it is". I responded again that I never saw the contract and I was told that there was no contract and I could cancel penalty free at any time. The manager responded, "Yeah, that employee doesn't work here any longer and she shouldn't have done that". The manager said I would then have to go through the email address to cancel the membership. I sent another email explaining the conversation with the manager and I received a response that they were only the 'payment gateway' and did not have the authority to waive the buyout fee.

  Business response

  11/16/2022

  Good afternoon,

   

  My name is ************************* and I am contacting you from Onelife Fitness Commerce in Peachtree City.

   

  I am reaching out to respond to a complaint filed by a member with a Case ID of ********.

   

  Upon receiving the complaint letter, I contacted our finance company and had the membership for ********************************* daughter immediately canceled without any further charges.

  Once completed, the finance company sent a confirmation email to assure them that the situation was resolved.

  In addition, I reached out to ******************************* last week via the phone number provided on the complaint letter and left her a voicemail informing her of the actions taken and that their concerns had been adressed. However, I have not yet heard anything back from her.

   

  If there is anything else that is needed from me, please let me know and I will be happy to help. 

   

  Thank you,

  *************************

• Initial Complaint

  01/14/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed up for personal training services at Onelife Fitness three months ago and was told the sessions did not expire. I just recieved a call from the Regional Fitness Director (*******) and the Club Fitness Director (*****), telling me the services had expired and they would consider reinstating the services if I would agree to buy more. Additionally, I was unable to use the services as advertised because the first trainer quit, or was fired, and the new trainer only works two days per week. On both occasions, both trainers have cancelled multiple sessions due to being "sick." The first trainer ****** cancelled three times due to COVID and dental procedures the second trainer ******** cancelled for having a "cold." (Pictures attached). The services totaled $1200.

*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. ↩