ComplaintsforAnytime Fitness Aiea

• Initial Complaint

  09/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a former member of Anytime Fitness Aiea. My membership has been cancelled as of July 31, 2022, and I no longer have access to the gym as of this date. However, Anytime Fitness continues to charge me for personal training services that I cannot use.My credit card was charged twiceon August 1, 2022, and September 1, 2022for $188.49 each time, for a total of $376.98. I sent a letter to the business via Certified Mail requesting that my card be refunded and that further charges stopped. The letter was delivered, and I received an email on September 8, 2022 from the General Manager, ***********************, acknowledging the fraudulent charges. ************** informed me that he would forward the information to the owners. I have not heard anything more since, nor has my credit card been refunded. I contacted my credit card company on September 15 and September 18 to dispute both charges. I will also be sending a follow-up email to the General Manager. My concern is that I will continue to be charged for this service, and the upcoming billing cycle is fast approaching. I would like this matter settled as soon as possible.

  Business response

  09/29/2022

  Hello,

  My name is ****** and I'm the GM for this club. I'm sorry to hear that ************** is having billing issues. We did notice that he was charged twice for PT. When we noticed this we refunded **************. Please see attachments. All payments have been stopped and his account with us is officially inactive. If ************** has any further billing questions please have him refer them to his financial institution.

  Customer response

  09/29/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We cancelled our memberships with the corporate office because the Aiea location was not helpful. They accepted the letter from my doctor in regards to canceling my membership during the height of the ******19 pandemic in March 2020. An employee by the name of ********************** advised my husband that the letter would be forwarded to the corporate office. We moved off the island and back to ******* in October 2020. My husband attempted to cancel his membership, but was told that he would have to fulfill the remaining months of his contract even though the account had been previously frozen due to the Aiea gym closing during the pandemic. He fulfilled the contract, but did not utilize the local gym in *******. He was told by the corporate office to turn in both of our door fobs to the local gym. He did so and was told that the memberships were cancelled in January 2021. We did not hear anything further. Fast forward to June 2022, Anytime Fitness Aiea/*** Finance begin harassing us for overdue payments. There had been no activity on our memberships and no previous attempts to collect any membership fees prior to June 2022. I am now receiving harassing e-mails from ***********************, the general manager of Anytime Fitness Aiea. Both my husband and I have tried to resolve this issue with ************** and *** Finance, but they are not very cooperative. ************** sends me the e-mails stating payments are overdue, but when I respond to him, he does not reply. I spoke with one representative, ****, at *** Finance who was able to see the letter from my doctor. However, when my husband spoke with another representative, she claimed she could see no such letter. These claims of overdue payments have now adversely affected my husbands credit. We are filing this complaint to make it known that Anytime Fitness Aiea and *** Finance have terrible business practices.

  Business response

  09/09/2022

  Hello, 

  My name is ***********************. I have been the ** for Anytime Fitness in **** for about 5 weeks. I have contacted the billing company *************** for this member yesterday and today. They told me that they advised them to cancel via certified mail, but they have not done this according to ************** This procedure is important to avoid exactly these problems. Also her claim that have not replied to her is false. Please see attachment. Regarding her husbands account being in collection; that was done by the ******* location, not **** **. I asked ************* to give them a call today to go over how to send mail certified. 

  Customer response

  09/09/2022

   
  Complaint: 18001966
  
  I am rejecting this response because:
  We were not told that a certified letter was required to cancel our memberships. Also, the messages that ************** provided shows my response to his harassment, but no additional response from himyou can see the time stamp on the message, I was replying to him. My husband never even utilized the gym in ANY ******* location, that is just where he turned in the key fobs per *********************** in January 2021.
  Sincerely,
  
  ***************************

  Business response

  09/23/2022

  All agreements have terms and conditions that outline cancellation requirements.

*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. ↩