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Insurance Companies
American Specialty Health, Inc.Headquarters
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Complaint Details
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Initial Complaint
01/02/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On November 21st, 2024, we signed up for Active Fit Direct. We were informed that we pay two months upfront as you are always prepaying for your next month. During checkout, we were shown that our first payment would be in January. However, we were charged on December 21st when we had already paid it.If you look at the invoice, it shows the first charge as "current month" only November 21. But the "next month" charge shows dates Nov 21st - Dec 21st. That is charging me twice for the same billing period. So they shouldn't have charged me December 21st. This is a billing error. They can't charge me 3 months of use for 30 days because that's not what we used.We agreed to $28/ month. We paid first and last month totaling $61.72 after tax. That should have given us Nov 21st-Dec 21st (first 30 days) and then Dec 21st-Jan 21st (next month). But they charged us for the Dec-Jan $30.86 again on Dec 21st. This is a duplicate charge. I am disputing this charge because it was prepaid on Nov 21st.Active and fit customer service was RUDE and unhelpful so I had to dispute here since they would not help resolve this double charge. They tried to tell me that you pay upfront for the month you enroll in. Even if we were ok paying a full month for 9 days of use, the billing statement reflects a date to date billing, not a calendar month. If this were the case, then the statement should show next month as just DECEMBER. How is this company allowed to bill two different ways? We would have never signed up if they had properly disclosed that they rob you for days that you don't even get to use. You can't charge us for 21 days of gym time we couldn't have even used.Regardless, the bill shows double billing for November. You can't say November as the "current month" and then have Nov 21- Dec 21st as the next month because you supposedly already charged for the 9 days in November. Pick a way to bill. Either make it a calendar month or a date to date period, not both.
Business response
01/10/2025
January 10,2025
Customer: ******* *****
RE: ********************** Complaint: 22758625
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* ***** the spouse of an Active&Fit Direct member has concerns regarding the subscription payments.
Upon receipt of the complaint, on 1/7/2024, I contacted ******* and discovered the complaint was related to the spouses account, therefore, I was unable to speak with ******* about the concerns. On 1/8/2025 I attempted to contact the member; however, the member was unavailable, and a voice message was left requesting a return call. An email was sent on 1/8/2025 requesting the member contact us to discuss their concerns. I was able to connect with Mr. ***** on 01/10/2025, to discuss and resolve the concern, Mr. ***** expressed his gratitude for the outcome.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
****** *******
Snr Solutions Analyst, Fitness Member Experience
**************Customer response
01/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
******* *****
Initial Complaint
12/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been charged $28/month since April 2, 2024 (9 months) and I have not been able to reach the company by phone, chat, etc to find out a) what is this charge for? and b) how do I cancel? I just want the charges to end (cancel) and my money back (credit to my Chase ***Business response
01/03/2025
January 3, 2025
Customer: **** ******
RE: ********************** Complaint: 22680490
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). **** ******, an Active&Fit Direct member has concerns regarding their fitness center payments.
Upon receipt of the complaint, I contacted Mr. ****** on 12/27/2024 and discussed his concerns. He agreed to provide the necessary information for further research. However, the requested information has not yet been received. I made follow-up attempts on 12/30/2024 and 1/01/2025, unfortunately Mr. ****** was unavailable, and an email was sent on 01/01/2025 requesting the member to contact us. Once we obtain the necessary information, we will be able to finalize our research and provide a resolution.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
****** *******
Snr Solutions Analyst, Fitness Member Experience
**************Initial Complaint
12/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up to use LA Fitness through Active and Fit Direct. Went to the LA Fitness *********************************************************************************** on December 4th, gave them my Active and Fit membership information says to call American specialty health. Went to the LA fitness at **************************************** on December 3rd gave them my Active and Fit membership information says to call American specialty health. Reached out to Active and Fit Direct on December 6th, finally got the chatbot to give me a human, she said I had two accounts and had to get rid of one, she told me it was fixed. Go back to the LA fitness at **************************************** on December 7th still tells me to call American Specialty Health. I've paid Active and Fit $56 for a service I have be unable to use I reached out to Active and Fit through the website and the agent said it was fixed but it is not. I'm frustrated a wasted hours reaching out and driving to gyms I cannot use.Business response
12/10/2024
December 10,2024
Customer: ******* ********
RE: ********************** Complaint: 22654946
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* ********,an Active&Fit Direct member has concerns regarding his fitness center enrollment.
Upon receipt of the complaint, we reached out to Mr. ******** on 12/09/2024 to address his concerns and their resolution.Unfortunately, our attempt to contact Mr. ******** was unsuccessful. We followed up with an email on 12/09/2024 asking him to contact us at his earliest convenience to discuss his ***********. Biagioni responded to our request for contact on 12/10/2024.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
******** *****
Snr Solutions Analyst, Fitness Member Experience
******************* / ****************Initial Complaint
11/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to cancel my membership, but I do not have my membership number. I have tried to contact the company but have had no success because I do not have this number. Meanwhile, I have been getting charged every month for a membership I can't use. And, when trying to get my credit card to block this scamming company, they are unable to block the charge. So there's no way to talk to anyone at ************ and my credit card company can't block them. How convenient for them to continue scamming.Business response
11/22/2024
November 22,2024
Customer: ***** *****
RE: ********************** Complaint: 22586509
Dear Resolutions Specialist,American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ***** *****, an Active&Fit Direct member has concerns regarding fees paid.
Upon receipt of the complaint, I contacted Ms. ***** on 11/22/2024 to discuss her concerns and their *************. ***** indicated she had previously contacted the BBB to retract the complaint as she had been able to resolve it herself. Ms. ***** indicated her satisfaction with the outcome.
ASH Fitness considers this matter resolved.Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,******** *****
Snr Solutions Analyst, Fitness Member Experience
******************* / ****************Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to express my concern regarding the billing process for my gym membership. On November 12, 2024, I was charged for my initial membership of $29.68 and again on November 14, 2024, for the same amount. I was charged again after switching to a different gym through the Active&Fit Direct ********** was not my intention to utilize both gym memberships simultaneously. I switched gyms with the understanding that I would only be billed for the new membership. Charging for both memberships within such a short time frame is both unexpected and unfair.I kindly request a refund for the charge made on November 14, ($29.68) as I have no plans to use the first gym and promptly switched to the new membership. I trust this issue can be resolved swiftly.Thank you for your attention to this matter. I look forward to your response.Sincerely,****** ********-****** *************************Business response
11/20/2024
November 20,2024
Customer: ****** ***************
RE: ********************** Complaint: 22572836
Dear Resolutions Specialist,American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ****** ***************, an Active&Fit Direct member has concerns regarding fees paid.
Upon receipt of the complaint, I contacted Mr. *************** on 11/19/2024 to discuss his concerns and their resolution. We successfully resolved Mr. **************** concerns, and he indicated his satisfaction with the outcome.
ASH Fitness considers this matter resolved.Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,******** *****
Snr Solutions Analyst, Fitness Member Experience
******************* / ****************Initial Complaint
11/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called active fit months ago to see if i could switch gyms. I was told on the phone i could switch free of charges on the 1st of each month. I have reviewed my bank statements and i have been charged excessively $60-$90 each month wince about september. I was told verbally on the phone there would be no extra fees but when i called i receieved poor customer service telling me i cannot get help. I will be cancslljng this account and contacting their CEO if i am not assisted as i should only be paying $29.96 per month.Business response
11/08/2024
November 8,2024
Customer: ********* ********
RE: ********************** Complaint: 22512474
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ********* ********, an Active&Fit Direct member has concerns regarding their fitness center payments.
Upon receipt of the complaint, we contacted Ms. ******** on 11/05/2024 and 11/08/2024 to discuss the concerns and their resolution. Unfortunately, Ms. ******** was unavailable, and an email was sent on 11/8/2024 requesting the member to contact us.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
****** *******
Snr Solutions Analyst, Fitness Member Experience
**************
Monday Friday, 6:30am 3:00pm Pacific TimeCustomer response
11/19/2024
the *** called once and never called me back to discuss the issueCustomer response
11/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]the *** called once and never called me back to discuss the issue
Regards,
********* ********Business response
11/22/2024
November 22,2024
Customer: ********* ********
RE: ********************** Complaint: 22512474
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received the resolution rejection from ********* ********, an Active&Fit Direct member.
I reached out to Ms. ******** to address her concerns on 11/14/2024, 11/19/2024 and again on 11/22/2024. Ms. ********* billing was thoroughly reviewed with her and confirmed correct however *********** remains unsatisfied with the outcome of her refund request. *********** acknowledged the information provided.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
****** *******
Snr Solutions Analyst, Fitness Member Experience
**************
Monday Friday, 6:30am 3:00pm Pacific TimeCustomer response
11/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
********* ********Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I broke my leg on January 10, 2024 while shoveling snow in my driveway when I slipped on a patch of ice. I suffered a complex tibial plateau fracture. The estimated recovery time for an injury of this nature is 9 to 12 months. At about the 6 month mark it was determined that I was suffering from capsulitis, basically the capsule around the knee became "frozen", which slowed down my recovery. Within the last few weeks, I have finally started making progress as the knee finally began to thaw. I have UNLIMITED physical therapy under my health insurance plan with Cigna but American Health Specialty who supervises the plan claims that additional physical therapy visits are not medically necessary. Even though I'm barely bending to 98 degrees when normal range of motion is considered to be *************************************************************************** be in a position where I can't enjoy normal activities like walking and hiking.Business response
11/04/2024
Dear Ms. **********
Thank you for reaching out. On the same day you reached out to the Better Business Bureau, your practitioner also reached out for a peer-to-peer discussion with a Clinical Quality Evaluator. That discussion was very helpful. Your physical therapist was able to provide additional detail on case complexity and other delaying factors that were not included in the documentation when the medical necessity review was originally completed. The Clinical Quality Evaluator and your practitioner agreed on the number of additional visits that were approved for your continued care. This determination was finalized on 11/01/2024, and your practitioner received the information. You should soon receive a copy via ******** for your records.
Please note that if your benefit allows for unlimited visits, all visits must be medically necessary. After the call between the Clinical Quality Evaluator and your practitioner on 10/31/2024, your practitioner has the information needed to request additional visits for your care and is encouraged to reach out directly to the peer reviewer by phone if needed.
Wishing you a speedy recovery,
******Initial Complaint
10/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The same day the subscription was made it was canceled by phone. 9/10 Phone *** confirmed that refund was possible and would be ************ was never processed. I sent the dispute to ******** and they ruled in favor of the merchant without explanation.I've paid for 2 months and an enrollment fee for a subscription I've never used. Customers shouldn't have to worry that they'll be penalized for such a simple mistake.Business response
11/01/2024
November 1,2024
Customer:******* *******
RE: ********************** Complaint: 22496739
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* *******, an Active&Fit Directmember has concerns regarding fees paid.
Upon receipt of the complaint, I contacted Mr. ******* on 11/01/2024 to discuss his concerns and their resolution.We successfully resolved Mr. ******** concerns, and he indicated his satisfaction with the outcome.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
******** *****
Snr Solutions Analyst, Fitness Member Experience
******************* / ****************Initial Complaint
10/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On or about 7/29/2024 I paid for a gym membership through this company for me and my wife.($28 x2=$56) After which, we attempted to register at the facility to get started. However, when we made the attempt there was no staff available. So we left, and decided to try again another day. A few days later, we attempted to try again, and to no avail. Still, no staff available, so we could not register or even get into the building. We decide to reach out to the company (American Specialty Health) to inform them of the issue and to see if there was anything that they could do on their end. We were told to try again, and to maybe consider another gym. We did not want to do that, as this was the most convenient option for us. By this time, our August dues were taken out (another $56). I then tried reaching out again to the company, only to be told that they were reviewing things. A week later, nothing! I emailed, the company requesting a refund and cancellation of the membership. I got a response stating that it is being reviewed again by the refund ***** So, I reached out by phone, and got ahold of a gentlemen who stated that he wasn't sure how to handle the situation and he was going to put a "ticket" in for a refund. I clearly stated to him that I wanted a refund and to cancel the membership. Still I was charged again another $56 on Sept. 26th, 2024. I called several times after that, still demanding that I get a refund of these fees. Nothing! On October 18th, I got an email message stating that the refund request was denied. Then on October 26th, they charged my credit card again for $56! So now, as of 10/29 there has been 2 charges of $28 each, and 3 charges of $56, and I have yet to even register at the facility or been able to use the membership at all. This is just ridiculous! Something needs to be done about shady businesses taking advantage of consumers. I intend on making this a legal matter at this point. I've made 5 payments to this business for nothing!Business response
11/05/2024
November 5,2024
Customer: ******* *******
RE: ********************** Complaint: 22488469
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* *******, an Active&Fit Direct member has concerns regarding his fitness center membership.
Upon receipt of the complaint, we contacted Mr. ******* on 10/28/2024 and 10/31/2024 to discuss his concerns and their resolution. Unfortunately, Mr. ******* was unavailable, and an email was sent on 11/4/2024 requesting the member to contact us.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
****** *******
Snr Solutions Analyst, Fitness Member Experience
**************
Monday Friday, 6:30am 3:00pm Pacific TimeInitial Complaint
10/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for a gym membership through the Active&Fit Direct program. When I cancelled my membership, however, I was still charged for another month. When reaching out to their customer service, they informed me that I needed to give notice 30 days prior. However, that would have been before I even had the membership so that would not have been possible for me. Then the agent explained that I have to be a member for 60 days prior to cancelling. There was no mention of this openly when signing up for the membership, it stated that I had to be a client for that period of time no where openly when initially signing up. They refused to give me a refund of $40, which is the amount for one month, which is the only thing I wanted in return. Again, the biggest issue is that this requirement is not visually explained or displayed anywhere when initially signing up.Business response
11/05/2024
November 5,2024
Customer:******* ******
RE: ********************** Complaint: 22487986
Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* ******, an Active&Fit Direct member has concerns regarding program fees.
Upon receipt of the complaint, I contacted Ms. ****** on 10/31/2024 and 11/1/2024 to discuss her concerns and their resolution. Unfortunately,Ms. ****** was unavailable, and an email was sent on 11/1/2024 requesting the member to contact us.
ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
******** *****
Snr Solutions Analyst, Fitness Member Experience
******************* / ****************
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