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:01/26/2024

  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 got a gym membership in August of 2023. I tried to cancel a month later then they said I would have to pay the annual fee and the next month charge so I kept my membership and paid the annual fee. After paying that I tried to cancel multiple times. Had to change payment because they continued to charge me. I want to fully cancel and they want me to pay 70$ to cancel because of last months payment and a cancel fee. I would like to just be done. I have went to this gym one time and was not happy with it.

  Business Response

  Date: 02/27/2024

  As always, here at Workout Anytime North Boise we strive to provide the best and most professional customer service and experience to our members and prospective members.  The complainant is mostly correct in what she has stated in her complaint, and we do not dispute that she may have attempted to cancel her membership multiple time.  What is disputed is that each time she attempted to cancel her membership, she was advised of the 30-day cancellation policy that was explained fully to her when she signed up for her membership.  The 30-day cancellation policy required the members account to be in good standing (not delinquent),and that any invoice in the 30-day cancellation period would be the last invoice they would be responsible for, under the agreement.  None of the complainants membership payments were ever made on or before the date they were due.  The complainant was delinquent on her account for much of the time she had a membership with us, and that is the reason she had difficulty cancelling her membership, each time she came in to do so.  She was advised each time what the charge would be to bring the account current to be in good standing and able to cancel.  The complainant never sought to cancel the membership during the limited times the account was current and in good standing, but instead only when it was delinquent and would incur a cost to become current.  Additionally, we waived several of the billing companies service and late fees for the complainant to help lower her costs to become current on her account. On 1/31/24, the complainant came into the business to cancel her membership.  She paid the amount due to bring her account out of a delinquent status and completed a signed cancellation request form.  Complainant was allowed to do so without incurring any additional costs even though there was one additional invoice due within the 30-day cancellation policy period.  The complainants membership agreement/account effectively cancelled on 2/26/2024 per her signed cancellation request form with nothing left owing on the account.

• Initial Complaint

  Date:02/09/2023

  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.

  It's a company policy that you cannot cancel your membership over the phone. There are no exceptions. The issue with this is that I can never go in during their business hours as this is ***********. I attempted on three separate occasions to go in before closing time and on all occasions, no one was present at the front desk to cancel my membership.They continued to charge me for my membership even after my credit card expired. I assumed that because they received no payment, they would just cancel my account. Instead they continued to charge me and then sent the balance to collections. They are charging me $230 to pay for a gym that I didn't use and tried on multiple occasions to cancel, in person and on the phone.I don't think I should have been charged at all and I'm reporting them for having policies that are next to impossible for many people to follow. I'd also like them to cancel my "debt" to them which never should have been incurred in the first place.

  Business Response

  Date: 02/28/2023

  Here at Workout Anytime North Boise we strive to always provide the best and most professional customer service and experience to our members and prospective members.  The complainant is correct that we do not accept phone cancellations.  The reason for this is because we require proof that the person requesting the cancellation in club is the actual member on the agreement.  That process includes receiving an electronic signature from the member.  This standardized process, as the membership agreement that every member signs and is briefed on, states that a member's options for cancellation are to either receive a cancellation form as receipt from a staff member, or notification be made via certified mail.  The page from the complainant's signed agreement detailing this is attached.  We are conveniently open and staffed seven days a week for our members.  Those staffed hours are Monday-Thursday 8am-6pm, Friday 8am-3pm, Saturday-Sunday 9am-2pm.  There's ample opportunity for our members to have in-person interactions with staff during our staffed hours, and have had no such complaints from others.  As the attached page from the members agreement states, dues will continue to be assessed by the billing company we use until such time as the member cancels their membership according to the agreement cancellation policy.  The complainant was incorrect in admittedly assuming his account/membership would be cancelled because his credit card had expired and no payments were received.  The complainant's debt for non-compliance with his membership agreement has been turned over to collections, and will not be cancelled or forgiven as requested.
  
  Workout Anytime North Boise 
  Phone: ************ 
  Office Hours: M-TH 8-6, F 8-3, Sa-S 9-2
  7048 W ****************************************** *****