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:03/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 gym is nice but overrun by kids and too expensive.I attempted to cancel my gym membership several times via the mobile app last month. There is no email confirmation from the app. I finally received a response on 2/27. They claim to only have received the request on 2/26 and that I have to pay for another month ($319) because it was after 2/25.I submitted my cancellation several times in February. I am no longer a member of this gym. I am not responsible for their mobile app performance.They need to cancel my account and zero out the balance for March, as I am no longer a member. I have no intention to pay another $319.

• Initial Complaint

  Date:05/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Unprofessional Behavior Unethical business practices Sexual *********************** behavior in work environment Hostile work environment No breaks for employees Ridicule Mockery

• Initial Complaint

  Date:11/04/2022

  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.

  Oct 6, 2022 we had a 2 night stay at the Midtown Athletic Hotel in ******* on ****************. I had 4 rooms for my family for our sons wedding on Oct 7, 2022. I was hosting a rehearsal dinner party at a restaurant and we all got back to our rooms and into bed around midnight. about an hr later I was awakened by a large BOOM and the room seems to shake. I jumped out of bed to look out the window to see what happened. I saw nothing and went back to bed. Drifted off to sleep nly to have it happen over and over. I called the front desk and here was no one answering and it went to voice mail. I told them something was terribly wrong with our room. I barely got any sleep and same for my wife. I went to the front desk between ******* AM as I had to drive my wife to a 7 AM appointment to get her hair done for the wedding that afternoon. I spoke to a woman at the front desk and when I told them my room number she immediately said OH!! We have had that complaint before as the weight room is right above you. I said this is inexcusable and please move me. Another lady at the front desk came over and said we are full. A gentleman came up from behind me and said he was so sorry for this and told me the manager will arrive at 9 AM and call you. He told me to give my cell to the women and I did. We never heard from her. 3 out of the 4 rooms I rented had the same experience. One son was down the hall on the other side and was not disturbed. My wife made a complaint also later that day and left her name, number and email. We never got a call. After we were already home she got an email from the manager. Her best offer was $100 on our 4 figure hotel bill. I cant tell you how exhausted we were for our sons wedding and how it severely hampered our enjoyment of what was supposed to be a glorious day for our family. I also talked to people in room next to mine who had the same issue. I can send our email exchange with the manager also. I dont know how to upload. ***************************

  Business Response

  Date: 11/04/2022

  During the weekend being referenced we hosted guests participating in four independent wedding celebrations.  It is accurate that Midtown is both a hotel and athletic club.  The fitness facilities are below, not above, the hotel.  We received complaints during the weekend regarding  noise attributed to the late night activity of the wedding guests.  It is important to note the club on the weekend the club closes at 10pm Fridays, and 9pm Saturdays and Sundays.  The "boom" the guest refers to was not associated with a club sponsored  fitness activity.

  The hotel manager was informed of the noise complaint on the date of departure.  The guest stated they would not pay for their stay.  We did not agree that their request was an appropriate resolution, and as a gesture offered a $100 credit (approximately 50% of the total reservation), for the night's stay.  Accompanying the $100 credit was our sincere apology.

  Thank you

   

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18357878
  
  I am rejecting this response because:

  The Hotel's reply was false. There are a number of inaccuracies... I was told at the front desk that they had one (now claiming 4) other wedding party at the hotel and maybe they were making noise.. I told them this was not people partying. I described the boom sound and room shaking to the front desk lady and she stated thet our room number had generated complaints in the past. I thought she said the weight room was above ours but she may have said we were above the weight room. Regardless the noise was all around our room and initially I jumped out of bed and looked out the window to see what happened outdoors as it was so loud.

  The response claims the manager was not informed until the day of departure. Not accurate...I called the front desk during the first night and nobody was answering the phone and I had to leave a voice mail with my complaint. Then very early the next morning I went to the front desk and spoke directly with two women working there and then an apparent supervisor came up and spoke to me as well and took my cell and said the manager would call me after 9 am.

  Their response said the "boom was not associated with a club sponsored activity"...  I suspect someone had access to the weight room after hours and created this situation and they did not properly supervise the property leading to my trauma. In one reply from the manager she stated "we provide peace and quiet for our hotel guests during their stay" .what a joke for her reply!

  Never did I say or suggest I would not pay for our stay. I fully expected a significant reduction as they clearly did not provide "peace and quiet".  The manager claims they were not informed until the day of departure. I left a voice mail with my cell number on night one and then again in person at the front desk. My wife also went to the desk and complained and left her email that same morning of the wedding...(Friday morning) Another lie.  She also claimed in the reply to BBB that they offered a "50% credit of the total reservation"...  when in actuality I can provide a copy of my credit card bill showing I was charge $2624.83 for my stay at the Midtown hotel. The $100 discount applied is far short of her claim.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/19/2022

  Dear BBB,

  Thank you for the response.  We originally refunded 50% of the room night associated to the noise that awakened the guest.  With our apology, we are refunding the entire room night, $327.55 which includes the resort fee and tax (this total is inclusive of the previously refunded fees).  The guest's credit card which references a greater amount includes three additional accommodations which are not being credited.  We received no complaints from those accommodations.  We have responded to the guest's request providing a full refund for the night, and consider the matter closed.

  Sincerely, 

  The Hotel at Midtown

  *****************************, General Manager

   

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18357878
  
  I am rejecting this response because: While the refund of one night is acceptable it is not accurate to say there were no complaints regarding the other rooms I paid for for my three sons. It was my responsibility since I paid for the rooms  and told my sons that I had relayed the complaint on their behalf. If the manager looks at my original complaint it is clear that I replied for my children 2 out of the three who were impacted significantly by noise waking them up numerous times the first night and those 2 rooms need to be discounted. One sons room was on the other side of the hall and away from ours and was not impacted.
  
  Sincerely,
  
  ***************************