ComplaintsforAnytime Fitness

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled gym memberships for my husband, my son and I on September 2nd 2023, but they are still charging me, even over drafting my account. They cancelled my membership, but not my husband and son. Which I dont understand when I submitted 1 cancellation letter for all 3 of us.Ive emailed them 2 times already regarding this same issue. First email I got a response from the manager, *****************, assuring me it was already cancelled. Next thing you know, they charged me again. I emailed again and got a response from the general manager, ********************************* admitting there was a mistake to my son and husbands account and to wait **** business days for a refund. But instead of a refund, I got charged again! Please help!

  Business response

  11/15/2023

  The refund for both additional accounts was processed.  We also processed an addtional return for both.  The plaintiff owes us but we didn't ask for it back.  

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have tried for several months now to talk to someone so that I can cancel my membership. I have left multiple messages, walked into the gym in person several times and sent a message through the website requesting to cancel my membership, and I cant even get into contact with a single staff member to do so. I have been paying this membership fee for years for a gym I dont even use. I want my membership canceled.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In Feb. 2022, my contract with Anytime Fitness came to an end and I successfully canceled my membership. June of 2022, they mistakenly charged me $57.72 (the monthly membership fee), which they fully refunded in July of 2022. They then charged me the monthly membership fee for the months of July 2022 to January 2023, even though I did not have a contract with them. I spoke with a manager in person in August, and he said he would put it in the complaint system so that the owner could look into it. I never heard back from them so I returned in December and spoke with the same manager again and said that he would recontact the owner. I was asked to email them a picture of my bank statement showing them the mistaken monthly charges.I did not hear back so on 1/27/23 I spoke to the owner of the *** Anytime Fitness on the phone and he was able to look deeper into my account and saw that I had two accounts with them. He said that he did not know why I had two accounts but was able to cancel my second account. I requested a refund as I discussed with one of his managers. He stated that he didn't know what was discussed and that I he has never seen a complaint ticket with my name before and could not promise a refund. I was confused by this, as he is the owner and the only person capable of actually offering a refund and he did not want to discuss this with me. When I spoke to the manager of the Kakaako anytime fitness on the phone, he said that it was my fault this was happening because I did not pay my last months membership fee, even though its automatically deducted. I feel like they are blaming me for their mistakes, and I am not able to deliberate about the issue with them as they are difficult to get in contact with. This is why I am reaching out to the BBB so that I may be refunded the $57.72 that has been charged to me for the past seven months ($404.04 total). I do not wish to go to court, but I feel cheated out of my money and would like a complete refund.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member of Anytime Fitness, and I always went 2-4am 5 days a week. One morning I went, and I had been locked out. I figured the system wasn't working so I came back the next day and I was still locked out. The following morning, I went back and there was an employee and denied me access even though I had been paying. I canceled my membership at that point. A few weeks later, I was charged again. I contacted my bank and blocked the gym from taking money from my account. I got a call from one of the employees telling me my account was past due. I told him I had already canceled my membership. He told me I had to come down to the office during the day to do that and I told him I already did, and I don't have time to waste during the day. I offered a solution of putting my account on hold until things get back to normal and they ignored it. They were not willing to work with me in any way. Months later after they finally stopped harassing me, I got notice they sent me to collections for a debt I do not owe. If anything, they owe me for the double charges on my account and the damages to my credit.

  Business response

  03/11/2022

  ********** was contacted and explained that he had to fill out the cancellation form in order to cancel.  He did not follow the proper procedure.  He became u willing to communicate.  As a business we work with all customers to rectify billing issues before they get to this point.  

  Customer response

  03/14/2022

   
  Complaint: 16861184
  
  I am rejecting this response because: I did sign a document to cancel at the beginning of all of this I was supposed to get s copy of the confirmation and I never did. I also later explained I can not come in because I am off Island and can not come in. The lack of understanding for the circumstances is ridiculous. I am not doing to fly **** miles to deal with someone else's mistake. I also will not pay for an agreement/membership that they refused to let me use but continued to charge me. After signing the document, I have emailed them directly and talked on the phone to explain this and to cancel. They continued to ignore me.
  Sincerely,
  
  *********************************

  Business response

  03/25/2022

  ********* never came in to fill out cancellation paperwork.  He originally wanted to freeze his agreement due to COVID and the request was denied in December.  He did not want to get tested or provide a negative test to use the gym which is the option that was given to all members.  His membership was sent to collections and his keyfob was locked out for failure to pay.  Our position remains that he is at fault.

  Customer response

  03/27/2022

   
  Complaint: 16861184
  
  I am rejecting this response because:

  After being denied entry in October, I opted with an employee to cancel my membership due to agreement changes. After continued harassment about payments (After I canceled) I did offer to freeze the account until the original agreement was put back into place. My request was ignored. The business changed the agreement and denied me entry. The business is a fault for charging membership while rejecting entry due to agreement changes and they are at fault for not processing my original cancellation.
  
  Sincerely,
  
  *********************************

  Customer response

  03/29/2022

  As mentioned before, they failed to deliver confirmation of my cancellation. I continued to tell them to cancel and I was off island and wont be coming back in again. They failed to process the cancellation and refused to work with me from over **** miles away. This is an internal issue they need to fix. I wont allow them to penalize me for one of their employees dropping the ball.

*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. ↩