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:06/14/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In march I sent an email asking to cancle my membership as I have not gone in at all and they can see that.The only thing they said they will do is take off the late fees. I told them not good enough and if they won't take that off I would report it as they know I have not been in. ******* would not take that in consideration.

  Business Response

  Date: 06/20/2022

  According to the signed membership agreement (Section 9-g) cancellations are to be made in writing, in person or by certified mail to the club in which you joined. Cancellations by phone, fax or email will not be accepted. Although I did check our email and did not show any email for this member. According to her banking establishment, her bank account was frozen on 01/20/2022 and payments have not been received since 12/17/2021.  The amount that this member owes at this time is $61.80 and will continue to accumulate until it is paid in full and membership canceled properly. We tried to help her nicely when she called recently, but she was not willing to work with us. Copies of all forms are attached.

  Customer Answer

  Date: 06/24/2022

   
  Complaint: 17423975
  
  I am rejecting this response because:

   so you can make your own rules or change the rules when ever you want? how is that fair?
  
  Sincerely,
  
  *******************************

  
  

  Customer Answer

  Date: 06/27/2022

  This was not a problem before and several times I have called and canceled before. I want you to show them cancelations over the phone before. Now they are s******* me over.
  If they did it twice for me and now not that means they went against it before and now they are just trying to squeeze everything they can and I will take this to court if needed.
  

  
  

  Business Response

  Date: 07/01/2022

  This member has had 2 prior memberships to this one. The first membership was a paid in full started on 01/02/2020, we allowed her to cancel over the phone due to the pandemic. We refunded her money and when she didn't feel that she was handled to her satisfaction, she sent a complaint to the BBB which we took care of and tried to make her happy to the best of our ability. 

  The second one was started on 02/15/2021 and she canceled by coming into the gym and signing the cancelation form on 07/28/2021. She would have been told then that she needed to come in to cancel, as we were no longer canceling over the phone due to COVID.  I have attached a copy of the signed cancelation form.  She is aware and our agreement states it very clearly that in order to cancel her membership she needs to come into the gym or send a certified letter.  She also needs to pay the outstanding balance of $61.80 in order to cancel her account. If she cancels by the 10th of the month she will not be charged an additional monthly fee on the 17th. We go out of our way to try and take care of our many members, but we have policies and they are stated very clearly in our agreement and signed by the member.  We tried to help her on the phone, but she was not willing to work with us and was extremely rude and disrespectful to my employee.   

  Customer Answer

  Date: 07/08/2022

   I will pay the 60 something dollars on the 17th when I get paid. I will also let corporate now what's going on as they finally e-mailed me and I will let them know what's going on with their manager.

  ***** tends to be on a power trip  and favors certain people not with just me but several others and there is a group of us that are doing this.
  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,
  
  *******************************