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:02/03/2025

  Type:Service or Repair 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.

  This company fraudulently continues memberships even after providing proof of voiding the account from their computer. I have spoke with the owner, **** and can provide his phone number as well as a screenshot of the proof he sent me that my account would end after my two year contract terms. That was not the case and they ended up taking the monthly fee plus a renewal fee for a total of over $120 from my bank.

  Customer Answer

  Date: 03/03/2025

  I wanted to call to inform you the business reached out after filing the complaint and did a return on the incorrect balance. If they pull more money out next month, this issue will result in a new case being filed or a continuation of this one. So if we can leave this case opened until around March 3rd. I should have the knowledge of whether they handled the situation to the fullest extent or not. Thank you
  ******** **********

• Initial Complaint

  Date:03/02/2024

  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 applied for a monthly membership at Apple Athletics on 12/16/2019. I was being sold the membership by *******************. This was for an 18 month to month gym membership contract. My monthly dues were ***** (including tax). My membership was set to automatically renew on 06/2021. I noticed in March 2020, I did not see any charges coming out of my bank. I did not receive any call or indication from the gym itself, but decided to contact ******************* at Apple about this circumstance myself. This was when she alerted me that my monthly payment did not go through. Apparently, she had written an incorrect address on my application. So, since there was an incorrect address, my bank did not allow the transaction. I gave ***** my address again. I honestly should have caught that but I, unfortunately, did not. I thought the problem was fixed and I never heard anything about non-payments or anything else but kept a close eye on my bank account. I still did not see any payment go through that March 2020 and we were getting into the beginning of COVID.I did reach out again to ***** in the beginning of March to verify the cancellation and advise that I didnt know if I would be able to get over or even into the gym with all the pandemic craziness that was growing. I am a registered nurse and was working at XXXX in the *** during this time. I still had to find some way to personally go in and cancel my contract, despite me vocalizing my concerns and such. On March 25, 2020, Gov. ****** placed an Order to Self Isolate which meant all businesses were shutdown, including gyms. I still had to personally go into the gym and cancel the membership. However, the gym was closed. Myself, as a nurse, I was mandated over time due to the rising census, lack of resources, lack of staffing, and increasing patient acuity. During times when a hospital is placed on disaster as many were, I can not just leave my unit or my work place. I could get into significant trouble, which could cost me my nursing license. (See *** Code of Ethics). And then I contracted COVID in October 2020. So I could not go anywhere! I still continued to make ******************* aware of my job and its requirements, my status of having COVID, and making sure she was well informed that I am a nurse, working in the ***, surrounded with COVID + patients during this time. I still was advised to go into the gym to cancel my membership. I, honestly, could not. The gym was not opened when I was off and my hospital and unit were placed on Disaster which means that crisis standards of care were implemented as COVID threatened our local healthcare system, making it difficult to provide the basic levels of care to our patients. Hence, mandatory overtime was enacted, expectation to pick up extra shifts, and vacation time was temporarily held. And I am working with COVID + patients, so I am in constant contact with these patients! No matter what, I was told I still had to come in, in person to the gym, to sign a piece of paper. Problem 1: The gym was closed. So, how could I cancel? Then as restrictions were lifted, the hours were limited. I was still working over time and going back and forth between nights and day shift. ******************* and Apple were aware of my situation. No ***** was obviously given.Problem 2: This prompted me to explore more of what my gym membership contained. Did I really have to go in in person and sign?1. The date for auto-renewal appears 06/38/21 not 06/30/21? And the year looks as if the number 2 was manipulated over drawn over something. The membership application was written out, not typed. 2. My street address is correct, but apartment number is missing. The zip code is unreadable. My telephone number is incorrect. My phone number is 617-XXX-XXXX, not 697-XXX-XXXX. (Of course, I did call Apple and speak to ******************* to fix these errors, which were never fixed). 3.Calculations were incorrect. For *****/month for 18 months would equal *******. With the ***** fee applied on the fifth month, that would equal *******. ********************* final calculation was *******. (Calculations were off as was my adddress, phone number, see the pattern? )4. The date for the first month/ annual billing shows a starting date of 01/03/2020. Below, in the *** authorization, it is written as 01/05/20. Additionally, *** authorization boxes were not marked off (Checking vs Savings vs **** vs Payroll Deduction, and billing agreement was not signed by me! Only my initial under the questionable date and above the ***/Billing agreement. I did not sign or date the agreement!!5. There was no indication of the amount of monthly house charges disclosed. In very very fine print you can see AAC reserves the right to charge monthly dues not more than 7.50/month per member becoming effective and beginning on the renewal period or any billing status change. There is no description of said monthly charges, only the facility improvement fee of ***** on the membership application. 6. Despite my phone calls, errors not being corrected in my membership application despite my phone calls and conversations with *******************, the gym being closed and me not being able to actually enter the facility, and me upholding my obligation as a registered nurse, Apple continued to charge my account until 03/01/2021. 7. I was charged the monthly fee of ***** until 10/01/20 and then from 11/1/20-03/01/21, I was charged ******. (Not sure why?). On 10/5/20, I was charged with a ***** declination fee. On 10/19/20, I was charged with a remainder of contract fee of ****** and an administration fee of *******. Of course, I did not know this until I received a piece of paper from *************** on 05/03/23 that I owed Apple Athletics a few thousand dollars. 8. I did call *************** and explained the above. The woman on the phone said she would look into this. I never heard from her.9. In September 2023, I got a letter (dated 08/01/23) from *************** with a lawsuit. I called *************** to understand why am I getting sued? The woman on the phone just said I was served and theres nothing I can do about it. This is when I hired attorney *********************, ESQ in ***********. 10. This lawsuit from Trust reports as of 10/09/20, I owed ******* which increased to ******* due to ****** of interest per every 90 days. 11. Additional future charges were placed totaling ******, which increased what I supposedly owed to *******. (How can one predict the future?????)12. Interest total: *******. Attorney fees: *******. My grand total: *******!!!!!

  Business Response

  Date: 03/19/2024

  Upon review of her signed contract, notes of communication and notifications of collection from our collection services we stand behind the current collection status.  If she would like to negotiate directly with the collection company ****************** we would entertain working with them for a lesser settlement amount. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21376645
  
  I am rejecting this response because: As noted in the documentation, I did not sign the contract. Additionally, the contract was forged and fraudulent charges were placed without the consumer being made aware.
  What contact have they done with me? What evidence have they ever shared? Not a thing!!! Theres been zero evidence from Apple and ******************* that they have done anything to help this matter. Rather, they sat in silence and continued to charge me!!! Better yet, rip me off. 
  Among others. The only thing I will agree to pay is what I owed on my contract ****** dollars. And get rid of *******************!  Period. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/29/2024

  **************** signed an 18 month membership agreement 12/16/19. The agreement was not a month-to-month agreement.  The term was for a total of 18 months.  **************** initialed both the auto-renewal date (6/30/21) section as well as area that explains our cancellation policy. On the agreement, we have both her banking information as well as her driver's license #.  On that same date she filled out our PAR-Q fitness questionnaire for both her 2 children and her husband *****.

  In addition, almost two months later (2/6/2020), she signed a $2,100 (36 session) personal training package with our trainer ************ late March of 2020, Club Apple was shut down for COVID.  We put all memberships on hold and did not bill anyone for two months until we were able to re-open. At that time, we extended everyone's membership for the time we were closed. 

  The monies due us are correct. **************** had plenty of time to settle her account both with us (prior to her account being sent to ***************).  Even after her account was sent to **************** she was given adequate time to contact them and settle. There was no forging of any information regarding the base membership, her Par-Q, nor her personal training contract.

  If she needs additional copies of her contracts, she can get them from **************** Also, we cannot do anything once the collection goes "legal", which it has. If **************** would like to contact *************** directly, she might be able to negotiate a reduced payout. They would come to us to authorize before they would give a commitment. That being said, we'd be willing to work with *************** based upon the offer.

  I hope this adds clarity to this complaint.

  Sincerely,

   

  Club Apple

  Customer Answer

  Date: 04/23/2024

  I have sent so much proof of response to club Apple. They have dragged their feet to get to this point. ************************* is a complete idiot. If you re read my complaint you would see how many times I have tried to rectify the matter. 
  also, if I paid for a personal trainer.., then that means I have paid way more than what you are trying to get from me. The fact that I didnt complete my training was that my trainer, ****, died. Did I ever get reimbursed? Nope! You failed to mention that *******. I think I have made myself and this situation clear. You and all your cronies at Club Apple are corrupt! Beckyn

• Initial Complaint

  Date:11/15/2023

  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 got a gym membership at club apple in may when I was getting my membership I told them that I couldnt commit to a year long membership because Im young and a nomad currently. They told me that I could get a month to month membership but it would cost more I decided to pay the higher amount so I could cancel at any time. Now just recently I decided to cancel my membership and I was told that my membership was for a year and not a month to month. When I asked why I was paying the higher fee they told me I had upgraded to red light therapy which I absolutely never wouldve done because I have a red light bed at work and would not have spent the money on it. I tried to ask for a manager to talk to and I was told that there were none and in order to cancel the membership I would have to pay 60% of the remaining balance. I am very disappointed in this gym and I would really like to just cancel my membership so I dont have to deal with this anymore.

  Business Response

  Date: 12/04/2023

  ********'s account was reviewed as well as a phone call to them.

  We have cancelled their contract as per their wishes. Customer is satisfied with the resolution.

• Initial Complaint

  Date:10/30/2023

  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.

  I been trying to cancel my membership but they keep charging my card I have not been going to their gym for 5 months and they still charge me.

  Business Response

  Date: 10/31/2023

  ****, spoke to ****************** yesterday and cancelled his membership even though we had no notes nor paperwork supporting his statements regarding him contacting us. We also gave him a refund for the months that he claimed he had previously contacted us. His membership had auto-renewed for another 24 months in November of 2022 placing his new termination date to November of ****. We cancelled the remaining 16 months of his future obligation, saving him approximately $1,000.

  We feel that ****************** has been satisfactorily taken care of and we have appreciated him as a valued member. 

  Sincerely,

   

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

• Initial Complaint

  Date:02/15/2023

  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.

  When I joined Club Apple it was agreed if my empolyer sent me to another project I bring in the letter from my empolyer canceling my membership. I do not live in ***** I do contract labor and live in *******. I have two witness`s Club Apple is breaking our agreement.***********************

  Business Response

  Date: 03/10/2023

  R.E. BBB # ********
  
  To Whom It May *************************************** came into our business in January of 2023 to cancel his membership as he stated he was being transferred from this area.
  The contract notes for **** state that he can cancel his membership upon a 30 day notice with valid proof of move but that he could not cancel prior to 5/31/2023. His membership actual termination date was 10/31/23. He was reminded of that clause and he then asked for a signed document stating this date so that he might be reimbursed by his employer for the difference. We did as he asked and furnished that to him and he left. We had not heard from him until this complaint. As far a we are concerned we have fulfilled our obligation to him and no further action on our part is necessary.  
  
  Our typical cancellation clause states that in the event of a valid proof of move, the member must pay 60% of their remaining balance of their contract.  We did not require this of **** as we worked out his 30 day cancel with a minimum contract through 5/31/23 at the time of sign up.  
  
  Sincerely,
  
  ***************************, Managing Partner 
  Club Apple

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19409464
  
  I am rejecting this response because: They told me all I had to do is bring in a letter from work and give a 30 day notice and I coud quit. Club Apple even talked to my work on the phone about it.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/24/2023

  
  "We reject his rejection. His signed contract and computer notes in our system verify our stance".

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19409464
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/07/2023

  It is simple. I was lied to.