ComplaintsforMAX Fitness Warner Robins

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was stationed in ****** ****** ** ******** orders in 2022 when I signed up for a gym membership in January, i received orders to another state in April so I went with a copy of my orders to the gym to cancel my membership and they said I was good to go. In September 2022 I received notice from a debt collection agency stating I owed $656 to the gym from an unpaid contract. After contacting the gym and them promising to fix it, after 9 months they still haven't resolved the issues and it has damaged my credit.

  Business response

  06/06/2023

  After researching this member's complaint it looks like the orders were not sent to us until September 9th via email. This made the account deliquent by 5 months. Memberships that are in a deliquent status have to be paid to date to proceed with cancellation. The Front Desk Manager that was processing this information is no longer employeed by the company so i have no recorse except to go by the email threads that we have. As far as resolution I have personally reached out to our 3rd party collection company and requested that they remove this member from collections and they have already put him in a deletion status for his credit reporting. They informed me that the members account has been pulled and the deletion status will be turned in this Friday or next Monday at the latest. It generally takes a minimum of 30 days once reported for the removal to show up on credit reports. 

  Business response

  06/06/2023

  After researching this member's complaint it looks like the orders were not sent to us until September 9th via email. This made the account deliquent by 5 months. Memberships that are in a deliquent status have to be paid to date to proceed with cancellation. The Front Desk Manager that was processing this information is no longer employeed by the company so i have no recorse except to go by the email threads that we have. As far as resolution I have personally reached out to our 3rd party collection company and requested that they remove this member from collections and they have already put him in a deletion status for his credit reporting. They informed me that the members account has been pulled and the deletion status will be turned in this Friday or next Monday at the latest. It generally takes a minimum of 30 days once reported for the removal to show up on credit reports. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  me and my wife signed up for gym membership. we used it 2 times and noticed we were paying for it as it was autopay. after 5 to 6 months we finally reached out to cancel and was advised we were in a contract and couldn't cancel. "when signing up we were advised that it was not a commitment." the person told us what we needed to hear to simply have us sign up.. mislead us.. besides the fact we kindly asked to cancel as me and my wife both developed health issues not allowing us to use the gym. we advised the rep and she said that it could still be canceled because of medical. they wanted a letter which I believe is a complete invasion of me nd my wife's medical privacy. having the Dr write a letter would basically disclose the private medical condition we have because of the type of Dr. the Dr actually stated when we discussed this with them that it's protected by Hippa and that we do not have to provide them anything. due to the nature of this business and the ties it has to people I work with as they have friends that are friends with my employer . I shouldn't have to risk me or my wife's medical privacy for a "GYM". to rewind I emailed with tracking a cease and desist letter signed by a witness to stop and cancel accounts and any future payments. a month or 2 goes by and I received over 12 phone calls while at work in 1 day. I asked them to stop calling me but was met with threats of this going on my credit and collections. I started responding in email and was met with I am harrasing them and saying that I was threating them when I was only responding to them and their threats of burning my credit and collections for a service I was no longer using and had already paid for months and only used twice the whole time having it. my resolution requested before filing a complaint thru the CFPB and ftc would be to cancel the account from the original date requested and to remove the collections and do not file on my credit. most importantly a apology.

  Business response

  02/21/2023

  Consumer has informed BBB company has resolved

  Customer response

  02/21/2023

  
  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. I have spoken with the manager after months of issues and he is correcting the issue
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a 12 month membership at max fitness for myself and my wife. I paid for 6 months up front which totaled over 700 dollars. A month later I was involved in a ******* accident and ***** my ***** I have to have ******* done on my ***** I tried to cancel the membership and get a refund for my 4 months that I wouldn't be able to attend because of ************* I requested to cancel and they denied it. Told me I had provide medical records.... To cancel a gym membership....? Nah, my medical records are no ones business. I am a very private person and shouldn't have to violate my privacy rights to cancel a membership. I provided documentation showing the ******* appointment confirmation and after care appointment. The price to cancel is 80 dollars.. I still have 200 dollars worth of credit with them that they will not use for the cancel. They rushed me through signing up and assured me if ever an issue I would be given my money back. This is theft, pure and simple.

  Business response

  12/20/2021

  Business Response /* (1000, 19, 2021/12/20) */ First of all I'm terribly sorry for Mr *****'s injury from the wreck he was involved in. I sympathize with him because *************************************************************************************************************************************************************************** Concerning Mr *****'s complant, He did sign a 12 month family membership agreement and he paid $594.65 (not over $700) and he actually paid for 7 months not 6 as stated. In our membership agreement it does state that you may cancel your membership if you become totally and permenatley disable. We do not require medical records and I agree with Mr ***** those are personal. However, We do require proof of the total and permante disability from the member's physican stating in writing that the member is totally and permenatly disable. Once received and verified the membership is ternminated. In general this situation at face value would certainly qualify as a membership freeze. In other words we freeze the payments and the time of the membership. The price to cancel Mr ***** is refering to is the 30 Day Cancellation request process. The 30 day process starts once we receive adaquate proof for the member to cancel. This gives us time to verify any documents and allows us proper follow up time. Once the proof is verified the membership would cancel on the the 30th day after the proof is received. For resoulution - If Mr ***** will have his Dr send us a document stating that Mr ***** is totally and permantly disable he will be cancelled and refunded properly. However, regardless of wether we receive the Dr statement or not I am cancelling the remaining 5 months of membership owed according to the membership agreement. I will also note that Mr ***** and his wife will have 5 free months of membership credited to their account. I am doing this because I believe the freeze option should have applied. These 5 months can be used within the next year at their discretion. Consumer Response /* (2000, 21, 2021/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will fur sure accept this. I am grateful for your response and the freeze option that you applied. I told the people at the gym I would be willing to come back to build my back up. I love the gym.. I just hurt so bad. I will definitely be in touch with y'all. Thank you for getting back to me. I am satisfied and will not be pursuing further. I will see what I can do to remove the negative remark. Thank you, again!

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a Cancelation and Fee issue with a gym. I canceled through an e-mail on Aug *** 2021 and I was still charged a membership fee, they said it took 30 days to cancel and I got a confirmation. I agreed to pay the fee for Sept 2021. I had received a e-mail that I owed $79 for Oct 2021. They tried to charge me an enhancement fee knowing I was leaving, it was very confusing so to protect my account I put a fraud alert and stopped them from taking money out of my account. Now they are trying to bill me 25$ for a return fee. I'm not sure why the membership fees aren't being processed correctly but I refuse to pay after all the harassing e-mails and texts I received when I just wanted to cancel after my year was up!

  Business response

  12/15/2021

  Business Response /* (1000, 18, 2021/12/15) */ Contact Name and Title: *** ******** Owner Contact Phone: XXXXXXXXXX Contact Email: *****************@gmail.com The customer is correct in stating that she submitted our cancellation form and her membership was cancelled 30 days after we received it. Received 8/31/21 and was cancelled 9/30/21. The required 30 day cancellation is actually placed 3 different times in our memberships for clarity. The cancellation form also clearly states the 30 day's. It also states the member is responsible for all fees owed until the cancellation is effective. The monthly fee was paid but the members annual enhancement fee was also due during the 30 day timeframe. She refused to pay this fee that was owed. The member's bank issued a charge back which my processor took that fee out of my account (that's the return fee mentioned in the complaint). She also filed a fraudulent activity with her bank concerning this transaction, which is a completly false claim. Everything was processed properly on our end. I'm more than willing to share a copy of the membership agreement and all email correspondence to validate this response. We only sent emails in response to the one's she sent us concerning this cancellation. The membership agreement is transparent and clear. The communication concerning cancellation through the emails was clear also. The member joined for 12 months but decided to cancel after the 15th month of membership. The enhancement fee is due 90 days after joining and then annually from that date. We cancelled this member even though the membership wasn't tecnically eligable for cancellation because all fee's were not paid. I also removed this individual out of 3rd party collections and cancelled all upaid fees. This is not becasue of anything that has been claimed or stated in this complaint but because I have done business with this individuals place of employment for 20 plus years and have the utmost respect for their institution. I acted in good faith and certainly hope this satisfies this complaint.

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