ComplaintsforAnytime Fitness Kapolei

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 24, 2023, I requested via email to cancel my membership to Anytime Fitness in Kapolei, ******, as I am no longer living on the island and live full time in ***********, **. I received a call from an associate at the Anytime Fitness, Kapolei location who advised me to send them an email authorizing them to cancel my membership. I sent the email on August 25, ************************************* November 2023 - three months later- I noticed on my bank statement that I have still been charged every two weeks by this location despite my membership cancellation. I put a stop payment on future transactions and disputed every charge that occurred after August 25, 2023. One week after I took these actions I received a call from a company named *** who collects payments on behalf of Anytime Fitness, stating I am delinquent on my account. I was confused as this account has remained current through the entirety of the contract up to cancellation. I contacted Anytime Fitness in Kapolei who stated I need to pay a $300 past due amount in order to cancel my membership. I explained that I had already cancelled my membership in August, however they kept charging me so I disputed the charges when I found them in November and issued a stop payment. Since I have done this, they are now saying my membership cannot be cancelled (although it was already canceled in August 2023) and they will keep accumulating charges to my account until I pay $300. I offered to pay $62 to cover 30 days past cancellation of my membership from August 25, 2023 to September 25, 2023 however they would not accept this and told me to call ***. I called ***, explained the situation, and was told by *** to call Anytime Fitness in Kapolei. I relayed this information to Anytime Fitness and they still refuse to resolve this issue, that was created by their error.

  Customer response

  11/15/2023

  This business is still open and operating. The contact information and phone number is provided below:

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

  Kapolei, ****** 96707

  Phone: ************

  email: ***********************************************************************

   

  Business response

  12/11/2023

  Dear BBB,

  Thank you for your email and for bringing this to our attention. My name is ***** and I am the Area Manager that oversees the Kapolei location.  Upon review of ***************************************** account, I am seeing that her account went delinquent on 9/6/2023 with a balance of $30.37. I was also able to see that ********************** membership cancellation was processed on 8/25/2023, but due to the balance on her account, the cancellation was not processed. 

  To cancel a membership, the membership has to be in good standing including all balances paid, for 30 days after receiving the cancellation request. Even during the 30 day cancellation period, if a balance occurs, at that point, Anytime Fitness and its employees, no longer have the ability to cancel the membership. In ********************** case, the cancel was received on 8/25/2023 but due to the balance incurred, **** the billing company voided the cancel. We are not able to alter the status until the balance is paid. The balance ****************** is seeing are the monthly fees from 9/6/2023 to current that continued due to the cancel being voided from the balance on 9/6/2023.

  The General Manager of the Kapolei location did let ****************** know her membership would not be cancelled with a balance on multiple occasions and did specified there could be further issues with a balance on the account.

  We will be able to cancel the membership once the balance is paid and the paid balance updated on **** We also waived all additional fees that *** added to ensure we make this process as seamless for ****************** as possible. We are more than glad to answer any questions that *** arise for further support. Thank you. 

  Customer response

  12/18/2023

  I disagree with this response and I have documentation from my financial institution that proves the payment in question did clear, along with 4 additional payments that anytime fitness continues to charge past the terms of the contract. I also have the dispute document from my financial institution, please see attached. 

   

  Anytime Fitness was the party to materially breach the terms of the contract, therefore their claim has no merit. 

  Business response

  01/03/2024

  Hello, 

  We are still seeing the balance present on the account from the 9/6/2023 invoice. I have reached out to our membership support team to double check the discrepancies to ensure the information presented is correct. 

  We are still not able to make any changes to the account, including a cancellation, due to the balance on the account. Per previous response, we will be able to cancel the membership once the balance is paid and the paid balance updated on ABC.

  We want to find a swift resolution to the matter for ****************** and will continue to waive any fees that we have the ability to waive. We are more than glad to answer any questions that *** arise for further support. Thank you. 

  Customer response

  01/03/2024

   
  Complaint: 20875883
  
  I am rejecting this response because:

  Per the attached dispute report from my financial institution, the charges that anytime fitness continues to claim were not made to my account were in fact made and they cleared my account. It is impossible for me to dispute charges with my financial institution that were never made. Anytime Fitness committed the first material breach of contract through continuing to charge me past the end of the terms of the contract (30 days after cancellation) therefore their claim for payment has no merit. I will continue to dispute the charges based on the aforementioned facts and request full dismissal of this account. 

  
  Sincerely,
  
  *********************************

  Business response

  01/09/2024

  Hello, 

  The account for ************************************* has been cancelled and all the fees attached to the account also waived. I was in contact with ************************************* via email on 1/4/2024 and reported to her the update on her account that it has been fully cancelled. 

  A response was received from ************************************* confirming she had received my email. I invited ****************** to reach out to me directly if any other issues were to arise. 

  Customer response

  01/11/2024

   
  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

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Ive been trying to cancel my non commitment gym membership. Theyre billing is through *** fitness solutions. Their phone system is not working or online. They are requesting payment for a month in which I havent used their services. Anytime fitness kapolei says this must be paid for before canceling. I have attempted to pay via *** fitness solutions via telephone also calling the Kapolei branch of anytime fitness for direct payment then cancelation. They have not been helpful in resolving this matter

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I, *******************, signed with Anytime Fitness Kapolei on the hopes to meet my fitness goals; however, the company did not meet my expectation and sought for a different fitness facility. Anytime Kapolei Fitness continued to charge my financial institution saved in their system after informing them and signing the membership cancellation form on 02/17/2023 and repeated the process on 04/28/2023. As of 07/19/2023, this company continues to charge my financial institution and even penalized for late payments. *********************, Manager, acknowledged the "signed cancellation form on 2/17/23 but could not be found". I re-signed the form on 04/28/2023. I paid the membership from February 2023 to April 2023 and yet again have to pay May 2023 to June 2023. I have been in contact with *** Fitness ********************* but they directed me to call Anytime Fitness Kapolei to cancel. I am also in contact with Anytime Fitness Kapolei but they have not been helpful with my situation. I was able to retrieve a copy of my cancellation form from the manager, *****************, and indicated my membership was cancelled. This situation causes a financial and mental stress on me. Anytime Fitness Kapolei mishandles their client membership documentation. I requested for a simple financial reimbursement of all the payments made in the amount of $300.00 from the time of cancellation on 02.17/2023 to present, remove my financial information from their system, and an apology from their management for this mental stress they caused me.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a one month personal training session from Anytime Fitness Kapolei on August 21, 2020. I paid in full of $2073.30. I have sent several emails to their management and corporate staff seeking a full or partial refund. I not given any refund. However, was offered a group training session at this gym. ****** faced a lockdown days after purchasing this personal training session due to the Covid19 pandemic. All gyms were shutdown. With a lot of unknowns to this virus and living at home with my eldery Mother, I decided to not workout at any gyms. I did not commence with any personal training sessions due to Covid19. Prior to purchasing this personal training session I paid for a year gym membership in full of $628.15 on July 20, 2020. Every time I went in to workout before the shutdown, none of their staff was approachable or welcoming. I was never greeted. The only employee that actually greeted me was their janitor. I no longer want to associate myself with this business.

*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. ↩