Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a long time member of *** GYM Kailua.I reported 12 days ago that there was no hot water to wash our hands or take a shower. Over the last 12 days I have spoken politely to 6 different people, including twice leaving a small note with my contact detail in front of the managers computer (as directed to do) on two separate evenings. During a recent afternoon as I was asking the man at the reception if hot water was O.K. now, large guy aggressively got in my face screaming loudly at me to STOP Harassing his staff, and then ordered me to get out of the gym and he said he was terminating my membership. I turn to leave and he went back to his station. I'm 72 so I didn't want any physical trouble. After a while I went up to him to try and sort things out because he accused me of using bad language on the phone and had the recordings ,to which I asked to hear these recording; because I had not done such a thing. As I went to speak he verbally cut me off, saying loudly "l'm with someone". After 5 embarrassing minutes, he shouted "here in my office". So we went in his office. I said " I'd like to apologize if I upset any body I'm just enquiring about the hot water situation". He immediately calmed down and gave a long explanation about getting permission to replace a switch that can only come from head office. Tonight after 12 days (in total) I called the Gym and was told, they are still waiting TO GET PERMISSION to order the part.I'm under the impression for health code reasons they are obliged to provide hot, or at least warm water for their members

  Business Response

  Date: 01/16/2025

  Good *************************** appreciated you taking time to speak with me the other day in the gym about our hot water situation.  My staff passed on your messages and they informed me that you were disrespectful to them.  One of our sales associates was cussed at by you which is not necessary; she was just doing her job relaying the message to me so that I could assist you.  It was not her fault that the hot water was down and our Operations team had already placed a trouble call and requested the new parts when you expressed your dissatisfaction with the situation to her.  I did call you back on Monday when I returned to the gym and was waiting for you to return my call when you came in and began to verbally attack our Maintenance Technician.  He was politely explaining to you the steps that he and our management already took to rectify the situation.  Your abrasive manner had him backing up to avoid any further conflict with you.  At the time that you came in I was with a customer who had an appointment with me.  I asked you to wait because I wanted to speak with you in person regarding the hot water situation and your treatment of our staff.  I take their safety very serious and when they report that they felt harassed and threatened by you; it became a priority for me to resolve the issue with you immediately.  

  During our conversation I did inform you that the required parts have been ordered and are being sent to us so we can fix the our hot water heater.  Our in-house technician did get it restarted briefly early this week; but was not able to maintain the connection to provide continuous heating.  Unfortunately, parts that come from the mainland can take some time to get here and we did ask to have it expedited for our members.  

  When we spoke I also informed you that with your membership you are allowed to access our other locations if you were specifically attending the gym for a hot shower.  I did mention that I would revoke your access to the Kailua location based on your hostile attitude towards our staff leading them to feel unsafe in your presence.  As I mentioned before, their safety is our priority, although I do understand your frustration with the water at the moment but it's not acceptable to use foul or aggressive language towards our staff.  When we spoke I felt we had a great conversation and that we came to an understanding that you can speak with me directly going forward regarding your concerns and I will address them with you.  

  Respectfully,

  ***** *******, GM

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called UFC gym May 30 to cancel my membership and was told I had to come in and sign paperwork. I got there and explained my reason for wanting to cancel, the guy at the desk tried to convince me to stay but I declined. It was explained that I had just been charged for June and they needed 30 days notice, so the cancellation would not take effect until July. They had me sign cancellation paperwork electronically via a pin pad and I was told I would receive a confirmation email. Its my fault for not checking for the email because I thought I was dealing with a reputable company, but it never came, and then July came and I was charged the $197.51. I called and was told they didnt have my cancellation paperwork on file. Ive been emailing with two managers, one of whom said they would cancel the account and the other stating they need proof I cancelled before they can issue a refund. All I had always a screenshot of the phone call I made to them and explained I wasnt given any paperwork and asked if they could possibly check security footage from that day. I have not gotten a response, its been a few weeks and I was going to let it go but I just charged another ******

  Business Response

  Date: 08/27/2024

  Aloha  ******,

  Based on what you have reported to us via your email on 7/30 and 8/2 our General Manager has decided to do a customer service refund for you July and August monthly dues.  Though the charges were valid based on what we have on record, we would like to honor your claim of coming in and doing your part for the cancellation.  

  Please note it may take 7-10 business days for the refund to be processed back to the card we charged on your profile.  

  If you have any further questions, please feel free to call me at ************.

  Mahalo,

  Tina 

• Initial Complaint

  Date:07/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up recently with ufc gym Kailua ******, only went for 2 days was charged for the first month after the second day of going. I asked the General Manager to cancel my membership, been giving the runaround for a few days I kept asking him questions about future charges got upset told me he has no time for this and I simple stated to him "your the general manager" and he replied "watch your tone you can see me in person" I took it as a threat so more so I want to cancel and get my money back

  Business Response

  Date: 07/30/2024

  This account was cancelled and the refund was processed.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22062101
  
  I am rejecting this response because: it hasn't cancelled yet and I didn't get a refund it's been almost 1 and half weeks since I cancelled and it's saying I still owe in September 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/05/2024

  **************,

  Your account is pending cancel.  In our system the first step is the next month invoice is zeroed out and once it's fully processed all of your future invoices will be zeroed out.  I've attached a screenshot from your profile to show that the payments were returned by our CORP office on 7/31/24.  Normally it takes 7-10 business days for the credit to reflect on your account.  If you don't see it by Friday, 8/9/24, please email me at ************************************.

   

  Mahalo,

  Tina 

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested to cancel my membership on April 2023. Sent emails, showed up in-person, called several times since to confirm my cancellation, ended up getting charged till August.Charged $51.21 each on 9 May, 9 June, 10 July, and 9 Aug 2023.I spoke to the front desk staff back in August who confirmed my initial cancellation request made back in Apr'23 and sent me the cancel confirmation email backdating my request in Apr.I was told the refund will take up to 4-7 weeks to process, back in August.I am still yet awaiting my refund as of now in mid October.Finally got in touch with General Manager after four month of trying to resolve this with front desk staffs, which he was unable to provide any help and immediately forward this matter to Operational manager. Why is there the middleman at all if GM cannot provide any help regarding memberships?Awaiting OM's response.Took 4 months just for the confirmation of membership cancellation and taking over 6 months now to issue a refund.Poor customer services, lacks accountability, business morality, and responsibility within the team.

  Business Response

  Date: 10/18/2023

  *************,

  As mentioned in our correspondence today, I apologize for being the one that didn't follow through with your request in August.  After looking into it further (which took me some time due to other tasks that I had to complete), I found your email and reviewed our conversation notes.  It's not acceptable that after speaking with you I failed to complete the refund request at that time.  As per our conversation in August, I used the email that was intended to be sent to ****************** to cancel your membership.  

  I submitted your request for the refund of July and August's monthly billing.  ****************************** has confirmed receipt of the request and is working on processing it.  I will follow up with you to see if the credit has been applied to your account.  

  V/R,

  Tina 

   

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid UFC gym $1,341.78 for personal training sessions on June 28th, 2023. I had an agility test for a job coming up in August 2023 at that time, which I wanted to train for. I was supposed to do two training sessions per week leading up to my agility test. The coach I was set up with was not very responsive nor available, and at one point didn't even reply to me at all when I asked him to set up a time for training sessions. I have text screen shots confirming this. I just want my money back for the unused training sessions, as my agility test has already passed and I am moving off island now. I have been trying to resolve this with ********************* at UFC for weeks. However, he just hung up on me on 9/22/23 and told me to figure it out on my own. I had reached out to him on September 12th 2023, and he said he would look into it. Thank you

  Business Response

  Date: 10/16/2023

  Unfortunately due to a conflicting schedule, the member was unable to meet with her coach and complete you private coaching sessions as agreed upon. The member and I had many conversations regarding the issue. In our final conversation, I requested that she speak with our corporate office. As of early  last week our corporate office issue had issued refund for them embers unused sessions.

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been noticing the portion of the gym where jiujitsu is done, ********** area, has been increasingly getting more and more disgusting. I have sent multiple complaints to the *** GYM "contact us" email and no response. When I go to the gym in the morning, there is no management to talk to about the problem. I have included video and pictures showing them how disgusting the gym conditions are through instagram posts, but they have yet to clean the gym. Literally, have not cleaned the floor for over a week. People are putting their faces on the mat and could catch a ton of skin infections from the lack of cleaning. I have to take a broom and mop to the floors before and after every use for my own sake, the gym should clean their mats after ever class. Its too bad I have to have these bad feeling about a place I love to go.

  Business Response

  Date: 07/17/2023

  Hello *****, 

  Thank you for calling me back and sharing the videos with us.  I apologize we didn't receive your emails from the "contact us" email.  As a former employee I realize you are very familiar with our gym and as someone who practices *** plus is an instructor you realize the importance of cleanliness in the mat room.  

  *****, our *** Manager, and myself as the Operations Manager will address this with our staff.  We do take the cleanliness of the gym serious; especially the *** room because as you know things can spread quickly when people are rolling around and sweating.  As I mentioned on our call, we did just do a deep clean and when we looked over the room today the *** class was already cleaning it, so it didn't look the same as in your video. 

  We are going to double check after each class and periodically throughout the day to ensure we maintain a clean and healthy environment for our members.

  Please feel free to contact me going forward if anything else comes up.  I hope you feel it's corrected on your next visit.

  Mahalo,

  *********;