Complaints

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in July to ask how to cancel my membership. The girl on the phone patiently walked me through how to do so on the app.. or so I thought! I checked my account in October and I have still been charged every month since July plus an additional facility improvement fee. Since July I have been charged $198.16 ($49.39 at the start of every month and $49.99 fee in August). I called today to ask why I was still being charged and they informed me a certified letter needed to be sent to a billing company in **** in order to cancel. They the said they get the notification of cancellation within a week but I will still be charged for November. I was told not to waste my time trying to contact anyone else about the issue, they would all say the same thing.

  Business response

  10/09/2024

  Hi *****,  Your membership was set up in Feb of 2024 with a 12 month commitment. If you wish to cancel before the 12 months there is an option to pay an early cancel fee, but a written request to cancel is still required.  There is no record of any call in or contact in July 2024.  The only call recorded on your account is last week Oct 5, 2024, you stated you moved back in June/July and were never told cancellation request have to be in writing.  Unfortunately we don't have any capabilities on our app for cancellation, so I'm confused how anyone at Bodifi would be able to walk you through anything other than how to Log into the app and access your barcode and view some workouts or nutrition plans.  Is it possible you called a different gym by mistake?  When your cancellation request is received you will be notified that it has been processed and given a specific date it will be cancelled by.  Currently you have 3 payments left in your term. You can send your cancel request and authorization to charge the early cancel fee as soon as your request is received.  It appears you were give the address to send your request, otherwise it is on our website. ************************** click the cancel button and all the instructions are listed.   

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The gym has everyone under contract and is now changing their hours of business. To use the original hours of business they are making you spend more money on a key fob for entry. *** asked several questions and go in touch with the general manager. He seemed very willing to help but after he found out I was Gay he has completely ignored and avoided me. I cant Get any answers to the questions i have and I feel Like Im being discriminated against for being gay.

  Business response

  02/09/2024

  Our membership agreements, policies and procedures are not adjusted based on sexual preference. If our updated hours no longer work with your schedule, we can help facilitate the sell of the balance of your membership.  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I canceled my membership back in August. I moved to ***** for college. I went in and talked to them. They had me write down the request on a piece of paper and told me I was good to go. Here we are 3 months later and they are still trying to charge my card and refuse to cancel the membership until I pay for the last 3 months. I dont owe them anything. I canceled and I am not paying them for the months it was canceled to cancel my membership. I want it canceled and a the fees reversed. Worst company to deal with.

  Business response

  11/15/2023

  Hi ******,  on your membership account it appears you asked for cancel information In ****** was told cancellations are required by mail and a certified letter is recommended but not required. You were given your account number, but I only see a cancellation request received this month.  I does take 30 days to cancel your account and even if your letter was received in August your Sept payment is delinquent.  Your account won't cancel until its current. As soon as that delinquent balance is paid your membership will be cancelled. You can pay that balance online at gympayment.com. 

  Customer response

  11/16/2023

   
  Complaint: 20869682
  
  I am rejecting this response because:
  I did call in back then. I called bodifi and came in. Spoke with them in August and they had me write it on a paper for them that u wanted to cancel. I have also called in a few times since then. I canceled in August. I will pay up until then. 
  Sincerely,
  
  ***************************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My member ID number is: *************** ************ is causing undue inconvenience in the cancellation of my membership. My contract has ended, and only requires 30 day notice to cancel. However, they will only let me cancel if I physically mail a letter to their billing company (********************) out of state, requesting to cancel. The gym is only a few miles away, and yet I can not even cancel in person. Furthermore, they strongly suggest sending the letter by a costly certified mail, which suggests a lack of confidence that their required process will even work. And of course they won't let me cancel over the phone, even though they can verify my identity. This is clearly an attempt to inconvenience the customer to prevent them from cancelling or taking longer to cancel than would be possible with modern technology. Thus filling their pocket with additional payments. This leaves me with a bitter experience and would cause me to doubt ever joining back up with such a gym with sleazy tactics. If unresolved I will never sign up again and will leave a 1 star review on ******* yelp, ******** and all other review collecting sites. Is my inconvenience really worth that to you? Please cancel my membership and confirm such by emailing me confirmation.

  Business response

  08/10/2023

  Hi ******, Thank you for your input on our cancellation policy. It is based on the availability for anyone to be able to cancel. It may be easy for you to walk into a location but that is not always true for everyone else.  We have a very large transient population near some of our locations.  To require someone to travel back to a location to cancel where they joined not always possible or can be costly if they have already left the state.  Mailing your cancellation may seem inconvenient but it is available to everyone anywhere and can be done from home or in a matter of minutes.  A certified letter is not required to cancel it just give you proof that it was sent and does cost a few dollars.  You also have the option to just transfer your membership and have someone else take over your payments. It takes about 5 minutes at the check in desk to fill out the transfer form.     

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  About 3 years ago, I signed up for a pre-paid membership to Bodifi in Idaho Falls. My spouse signed up for a 3 month membership just after the Covid shutdown. We were both assured at the time that we were signing up for only the months that we were paying for. Back in April, I saw a charge from Bodifi on my bank account, and assumed my spouse had signed up again. There were two separate charges so I assumed one was the signup fee and the other was a monthly fee. When the exact same charges appeared on our bill the following month, I asked my spouse about it and she had not signed up. I thought the charges fraudulent, because I had not received a charge from Bodifi in 3 years, so I called my bank and closed that account.The following month I received communication from their contracted billing company saying that we owed money. I indicated that we didn't have a contract, and hadn't had one for years. I provided evidence that my bank account hadn't been charged for years. I was told that my bank account had been charged every month for the last 3 years which is incorrect, otherwise I would have cancelled years ago. I sent the letter requesting termination of the memberships.When we both signed up, we prepaid for our memberships under the pretense that we were only paying for the months that we wanted. This was assured, multiple times, by the staff members who helped us in each of our cases. We both asked multiple times about this and signed up under the impression that we were paying for X-amounts of months, and only X-amounts of months. Again, after many questions and answers, we came away with the understanding that we had "temporary" memberships for the amount of months that we paid for, and that we were not actually signing "contracts" that would last in perpetuity. I also understand how contracts work, and that potentially the response to this is, "Well, you signed the contract."We are extremely frustrated! Any assistance is appreciated.

  Business response

  06/27/2023

  I show your membership is currently cancelled. Please submit the account number for reference. 

  Customer response

  06/27/2023

   
  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. A member of the Bodifi team reached out and was able to address and resolve this situation to our satisfaction.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bodifi would not let me cancel my membership, I have tried to contact them and the billing company and I get hung up on every time. Im continuing to be charged without use of their services and I cannot get out of it.

  Business response

  06/06/2023

  Hi *****, 
  I'm happy to help with your cancellation.  It appears you spoke to billing company and they gave you information on how to cancel your membership. In case you still need it, instructions to cancel are on our website bodifi.com, also on your contract. I've listed them here for your convenience also.  I've checked and you are on our Monthly plan and are able to cancel at anytime.  No reason is needed, Just send a letter to the billing company to let them know to stop billing you. Certified letter is recommended so you have proof you sent it, or you can use a regular stamp and call a week later to make sure they received it.  When your cancel request is received the billing company will contact you with a date your membership will end.  There is a 30 day cancellation on your contract so you may need to make one more payment before you account is cancelled, depending on when your letter is received.  Your account also needs to be current to cancel which it is. 
  Send letter to:
  ********************
  PO Box 17317
  ************* 

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I no longer am in contract with Bodifi as my contract term was one year. It has been over a year. I expressed I would like to cancel and was redirected to a form on their website to mail in which is non-existent. Also my contract says I will pay $74.93 a month. However, it has jumped with no notice to $147.07.

  Business response

  04/05/2023

  Hi ******,  Your contract with Bodifi is a 12 month term then month to month.  Currently you have fulfilled your 12 month term in January and are able to cancel at anytime with written notice.  It appears that Feb 14th you asked for cancel instructions and were given the address to let the billing company know.  No form is required to fill out just give them your name and phone number and that you wish to cancel your membership and they will close your account.  The address is on your contract or on our website bodifi.com if you have misplaced it.   Regarding the increase in price, you were sent a notice that in 2023 our prices were increasing $10 per month. You have 2 memberships on your account so your account increased $20.  The $147 that was billed last month included your annual fee of $49.99.  The annual fee only comes out once a year in march, just like it did last year.        

  Customer response

  04/05/2023

   
  Complaint: 19884925
  
  I am rejecting this response because:

  I was never sent a notice of the increase in price. Please send me a copy of this said notice. It never occurred as I have searched my email for it over and over again. Please respond with a copy of that notice that was sent to me. Nothing was received via mail or email. 
  Sincerely,
  
  *********************

  Business response

  04/13/2023

  The Notice was sent 12/2/2022 at 6:30pm.  Here is the content  ************************

  Customer response

  04/20/2023

   
  Complaint: 19884925
  
  I am rejecting this response:
  
  You put the price increase notification in the middle of a Christmas newsletter? Weird. Anyways I am not on your Christmas newsletter list, I was never added or was asked to be added. I have searched my email, it is nowhere to be found. I was unaware of any changes.
  

  Again please follow up with the price increase notification I was supposedly sent that is referred to in your previous responses. 

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

  Business response

  04/25/2023

  Your email listed on your account and ********* are both added to email notification list. The content of the notification was regarding the rate increase. Since it was December, it is not unreasonable to wish a happy holidays to members.   

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have attempted to cancel the month to month membership for months. Their billing company continues to charge us. We have sent a second cancellation request and we are being told a balance is due and that they will continue to charge us until the balance is paid. They are in the business to scam young students!!!!

  Business response

  03/10/2023

  Hi ***,  I am unable to find any membership listed in your name, with your last name, under your phone number or email address.  We also don't have any locations in the IL area. I'm not sure how to help you. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my gym membership with Bodifi in May of 2022. Bodifi continued to charge me $12.40 every month until 2/6/23. At that point, I called bodifi and then submitted a separate document to cancel my guest privileges which apparently were not canceled when I canceled my gym membership. I could not use my guest pass without a gym membership and yet they charge me for a guest pass for almost a year (scam). I then cancelled my guest pass on February 6th. I spoke to them on the phone as well as submitted a cancellation form via email. It is now March 1st and I just got charged again for the monthly guest pass. Ive spoken to several people I used to go to the gym with and they have also been scammed by Bodifi. I feel like this needs to come to a stop so this is why I am filing a complaint. I asked them for a refund and they have dodged my calls and emails.

  Business response

  03/28/2023

  Hi ******, your account had 2 contracts for memberships that you purchased. One membership was paid up front and ended on a specific date. There was not a cancellation required or received for this contract end date. Your 2nd contract was financed and billed monthly.  When your required written notice was received to cancel this contract it was cancelled before your next billing date.  

  Customer response

  03/28/2023

   
  Complaint: 19523550
  
  I am rejecting this response because I was wrongfully charged every month for a year for a guest pass on a gym membership I no longer even had. When the gym membership is canceled, the guest pass should be canceled along with it. Bodifi has not offered to reimburse the guest membership that shouldve been cancelled and thus I reject the response.
  
  Sincerely,
  
  ***** *******

  Business response

  04/11/2023

  Your contract auto renews, it doesn't cancel for lack of use. It is your responsibility to cancel the auto renewal. It takes less than a minute to fill out a cancellation for this contract. You, the customer, just have to remember to cancel.  You could have filled out the cancellation form months in advance or the day you found out you would be moving.  It is the responsibility of the customer to let us know you need to cancel. 

  Customer response

  04/17/2023

   
  Complaint: 19523550
  
  I am rejecting this because it is false. I was never charged anything for my gym membership after the year ran up. And yet for some reason I was charged just for the guest pass. Either I should get charged for both, or I should get charged for neither. All I want is a refund for the guest pass that was wrongly charged to me a year after my membership ended. 
  
  Sincerely,
  
  ***** *******

  Business response

  04/24/2023

  Please refer to reasons in previous reply.  

  Customer response

  05/01/2023

   
  Complaint: 19523550
  
  I am rejecting this response because it does not offer any kind of resolution or rebuttal. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined a gym membership with Bodifi and when I signed up I was not informed of monthly charges after my initial yearly membership I bought. Paying close to $200 for a membership I would not think I would be charged monthly, I was given no contract, no information on monthly billing. I didnt recognize the charges until I seen one for $80+. Upon further research I realized Ive been charged for the past six months. I wasnt aware of what the chargers where because it came from ******************** not Bodifi, I called multiple times and wasnt able to get in contact with anyone. The first question on their automated system was are you calling about suspicious activities on you bank statements so I called my bank to file a complaint. About 2 weeks went by and I was able to get ahold of someone at ********************, when I tried to cancel I was told I had to mail in a written letter requesting to cancel my membership. I now have to buy my self out of a contract I was never given, including the previous payments they took, and they will charge me and extra 25% for making a complaint with my bank. Ive called multiple times since and I have not been able to get through to cancel. They put me on a call back list, and when they call back I get put on hold again for 30 plus minutes and still nobody picks up. This is unfair to me and someone who pays them, Im unsatisfied with my experience with this company, it has been nothing but trouble and practically stealing money. I would like something done about this as soon as possible.

  Business response

  12/07/2022

  This member signed up for a financed membership with a 12 month term in March 2022.  He was emailed a copy of his contract the day he joined and also a welcome letter from the billing company with their name as it would appear on his statement, his receipt for the payment made that day, and the monthly charge he would be paying each month. Also included was the date his yearly fee would be included in his payment and a code to access his account online if he so wished.  

  
  In September he called the billing company and was told the cancellation from his contract. Since it was not a year there was an option to cancel early for a small fee.  He told the representative that he would call back to make the payment and get the address to send the cancel letter.  Approximately 3 hours later the billing company received a chargeback notice for Sept and August. The billing company began the process of challenging the chargeback and bank re-issued payment with some fees.

  
  Multiple texts were sent to notify the member his account was now delinquent. The next month, October, member called back and was given the information to cancel and advised that his account was now delinquent with fees from chargeback. He sent letter to cancel and paid delinquent balance.  Billing company received cancellation letter from member, account charges were disputed again in October. Member paid the delinquent balance to bring his account current to cancel. Account now shows as cancelled.

*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. ↩