Business Profile

Insurance Companies

American Specialty Health, Inc.

Headquarters

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Initial Complaint
02/03/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Active and Fit has not paid the gym for my membership, have been going well over 10 times per month. **************** chat refers all questions to the *** list, this list does not contain a solution to my problem. Been on hold with customer service for over 10 minutes. This is absurd.
Business response
02/05/2025
February 5, 2025
Customer: **** ******
RE: ********************** Complaint: 22891785

Dear Resolutions Specialist,
American Specialty Health ************* (ASH Fitness) received a concern from the Better Business Bureau (BBB). **** ******, an ************************* member has concerns regarding his fitness center billing.

Upon receipt of the complaint, we contacted Mr. ****** on 02/05/2025 to address his concerns and their resolution. We successfully resolved Mr. ******* concerns, and he was thankful for the follow-up call.

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
02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best they can offer. They do not explain the various types of Active and Fit accounts to users very well and also did not initially explain the reinbursement tasks required. Not happy but the issue is closed.

Regards,
**** ******
Initial Complaint
01/30/2025
Complaint Type:
Product Issues
Status:
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.
In August 2024, I registered for an Active & Fit account. I have emails confirming I created an account and confirmed my email. At that time, I did not enroll in the program. I attempted to log in again in October 2024 and registered an account again with the same email address. I also confirmed my email, and enrolled in their gym program. After enrolling, I could not confirm the benefits I signed up for. I assumed, since my account did not reflect that I had an active membership, I was not being charged for a membership. However, after recently reviewing my bank account, I see I was charged each month $29.65 from October 9, 2024 through January 2025. I attempted to log into my account and could not log in again. On January 14, 2025, I tried using their chat feature on the website however I was unable to contact a person. So, I called their customer service and was able to cancel my membership. I received a confirmation email. I also requested a refund and was told I would get a response within 3-5 business day. It has been two weeks with no response. At this time, I am requesting a refund. I have not been able to access or confirm I had a legitimate gym membership with this program. I could not log in. I received no emails confirming my membership or instructions on utilizing the benefit. I have actually only received promotional emails from Active & Fit since I registered.
Business response
02/05/2025
February 5, 2025
Customer: ***** *****
RE: ********************** Complaint: 22880284

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 the program billing.

Upon receipt of the complaint, we contacted ******** on 02/04/2025 and 02/05/2025 to address her concerns and their resolution. Unfortunately,our attempts to contact *** ***** were unsuccessful. I followed up with an email on 02/05/2025 asking her to contact me at her earliest convenience to discuss her concerns.

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
02/06/2025
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.

I called the business back on 2/5/2025 at 1:28 central time and left a voicemail with ********. I have not heard back, but I did send an email on 2/6/2025.

Regards,

***** *****
Business response
02/13/2025
February 13, 2025

Customer: ***** *****

RE: ********************** Complaint: ********

Dear Resolutions Specialist,
American Specialty Health ************* (ASH Fitness) received the resolution rejection from ***** *****, an Active&Fit Direct member.
Ms. ***** continues to express dissatisfaction regarding her concerns. After receiving her email on 02/06/2025, we reached out to her on 02/07/2025 to address her concerns. Unfortunately, she was not satisfied with the resolution offered and Ms. ***** asked for further review. The review has been completed and we have made several attempts to reach Ms. ***** through both phone and email, however, we have not received a response.
ASH Fitness considers this matter resolved.

Please feel free to contact me at the number and below if there are any further questions or concerns.

Sincerely,

******** *****
Snr Solutions Analyst, Fitness Member Experience
*********************
Monday Friday, 9:00am 5:00pm Eastern Standard Time

Customer response
02/18/2025
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.

I have not had a chance to call the business back as I work during the day. My office has been busy the past few weeks, so I have not had much down time during the company's availability.

Regards,

***** *****
Initial Complaint
01/22/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Active and Fit fraudulently advertises gym membership, stating sign up for a gym discount. Its no discount, I got suckered into paying for standard/ basic gym membership through this company when the monthly price for membership at the gym is cheaper. Active and Fit is taking advantage of consumers and falsely communicating the way they do business. This is a big fat scam! The program is not regulated and needs to be eliminated. They are making money off of people claiming you get a significant gym discount. They over charge, you get roped into paying 2 months ahead and the thing is a s**** I have been cheated of $7 more each month, contacted the company to explain how I identified issue. The employees at active fit lack competence, are disgustingly rude and no one follows through: I was told today I was getting refund to make things right, resolution. However **** the supervisor failed to tell me she was ending gym access this month of January instead of what it was before the call today being set to expire in February. I already paid for February, so by stopping my membership now in January thats no refund Active and Fit has set up a way do they dont lose money now Im being cheated an entire month of gym membership I already paid for. This company is a disgusting scammer. **** R, supervisor wasted 36 minutes of my time being a barrier so I could not teach and speak to a manager above him per my request. He needs to be fired.
Business response
01/24/2025
January 24, 2025
Customer: **** ***********
RE: ********************** Complaint: 22845722

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 her billing.

Upon receipt of the complaint, I conducted a comprehensive review of Ms. ************ account activities and on 01/24/2025, I reached out to her via email to address her concerns.

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
01/24/2025
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.

No one from ASH or Active & Fit has emailed me to offer resolution.

Regards,

**** ***********
Business response
01/29/2025
January 29, 2025
Customer: **** ***********
RE: ********************** Complaint: 22845722

Dear Resolutions Specialist,
American Specialty Health ************. (ASH Fitness) received the resolution rejection from **** ***********, an Active&Fit Direct member.

Ms. *********** continues to express dissatisfaction regarding her refund request. I outreached Ms. *********** on 01/24/2025 via email and she followed up with an immediate call to my extension. Ms. *********** acknowledged receipt of the email informing me that she would not be reading it as it does not address the resolution she was looking for. Ms. *********** ultimately ended the call, despite my attempts to address her concerns. The members resolution was addressed in the email she received from *********** on 01/24/2025.

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
02/01/2025
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.

I only opted to utilize Active and Fit because it was offered as a wellness incentive with my medical health insurance plan through *****. After months of being taken advantage of by this scam subscription through third party American Specialty Health that has ties with ***** I have identified the fraud. I dont accept this response. Yes on 1/24/2024 seconds after my response to the BBB Ms. ******** ***** finally sends the personal email message to me that she claimed to have sent in her previous response to BBB, must have been delayed. I called Ms. ***** on 1/24/2025 as the matter was not resolved. Ms. ***** was rude, defensive, adamant and non compromising. She told me off then said waiting for you to disconnect Ms. ************ I shared my thoughts, and yes when I felt I had enough of the abuse I disconnected from the call. I expect my health information to remain confidential as sharing would be a ***** violation. I have severe health conditions currently and prior to the call with Ms. ***** I had completed day 3 of a 6 hour infusion of drugs that leave me bedridden and ill. I had a severe migraine and these phone calls with Active and Fit all go in circles, there is no closure or customer support. These company is taking advantage of vulnerable populations of people. This entire experience with Active and Fit has been stressful, more expensive, and most certainly not a discount or incentive to health and wellness.

Regards,

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

Business response
02/05/2025
February 5, 2025
Customer: **** ***********
RE: ********************** Complaint: 22845722

Dear Resolutions Specialist,
American Specialty Health ************* (ASH Fitness) received the resolution rejection from **** ***********, an Active&Fit Direct member.

Active&Fit Direct (***) senior leadership reviewed all customer service interactions with Ms. *********** and our findings do not support her allegations;at all times she was treated with dignity and respect.
*** ensures prospective members are provided with all necessary information to confirm the program meets their needs. Per the program Terms & Conditions, after the 2-month introductory period, members can cancel their membership with 30-days' notice,as there are no long-term contracts. During enrollment, Ms. *********** agreed to a pre-paid $28 monthly membership fee, granting her access to a large network of participating gym locations and other digital program features as long as her membership remained active.

Ms. *********** states that after enrollment she found a retail membership plan at the same gym she selected within our program, at a lower monthly fee. Despite having the ability to cancel her membership, she continued using the gym facilities under the *** program for several months. On 1/22/25 she contacted us requesting a refund for the difference between the program fee and the retail fee for the term of her *** membership. The refund was denied causing Ms. *********** to cancel her *** membership, which ended her *** enrollment on her paid-through date of 1/31/25. Ms.*********** continues to request a refund for the difference between the *** program fee and the reduced gym retail rate she indicated. Additionally, she has requested that her program cancellation date be changed to 2/28/25. *** is unable to support either request.

ASH Fitness considers this matter resolved.
Please feel free to contact me at the number below if there are any further questions or concerns.
Regards,
***** Horrocks
Associate Director, Fitness Member Experience
American Specialty Health *************
*********************
Monday Friday,9:00am 6:00pm, Central Time

Customer response
02/10/2025
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.

Ms. ***** needs to review the phone calls. Her staff member with Active and Fit told me verbally over the phone on 1/16/2025 the gym had enrolled me under the wrong gym benefit, that for $28 I should be able to use the upgraded section of the gym along with the rest of the gym. The employee inaccurately quoted that information. Nobody reviewed terms and conditions when I enrolled. Yes I cancelled the gym membership subscription with Active and Fit independently on 1/11/2025 when I discovered I was being scammed. When I enrolled in Active and Fit from the advertisement on Cigna health site and corresponding work emails and Active and Fit site I assumed I was receiving a discount on the membership of the gym cost to visit the gym. The advertisement is misleading and fraudulent and scamming, it entices people to sign up thinking you will save money, hence the word discount. Its not a discount its a scam. Active and Fit never said you might want to all of these gyms were are connected with and compare the cost of what the gym charges to our crappy subscription fee. Active and Fit continues to look out for their own interests, defend their incompetent employees and scam people with insurance that they are connected with via third party interests with being a part of American Specialty Health(ASH) these people responding to BBB have made no effort to attempt resolution. Formal complaints will be filed to *** and Cigna Health.

Regards,

**** ***********
Initial Complaint
01/08/2025
Complaint Type:
Product Issues
Status:
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.
I am writing to file a formal complaint against [Company Name] regarding an issue with canceling a membership and a refusal to issue a refund for the final month of service.On 1.8.24, I requested the cancellation of my spouse's membership. However, when I contacted customer service, I was informed that the company would not provide a refund for the final month due to a supposed 30-day cancellation notice policy.I was not aware of this policy and have not received any documentation outlining this requirement at the time of signing up for the membership or during subsequent interactions. I do not recall being informed of this 30-day notice clause when my spouse enrolled, nor was it made clear in any email or written correspondence from the company.Given the lack of clear communication regarding cancellation terms, I am requesting that the company honor a refund for the month that was charged following my cancellation request.I believe this matter should be resolved promptly and fairly, as the companys policies were not adequately communicated to us at the time of membership.
Business response
01/13/2025
January 13, 2025
Customer: ******* ********
RE: ********************** Complaint: 22785770

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 billing.

Upon receipt of the complaint, I contacted Mr. ******** on 01/13/2025 to discuss his concerns. Unfortunately Mr. ******** does not accept the outcome of the discussion. Despite his dissatisfaction with the resolution,Mr. ******** 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
******************* /****************
Customer response
01/13/2025
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.
Attn: Resolutions Specialist
RE: Response to ASH Fitness Billing Concern (BBB Complaint: 22785770)

Dear Resolutions Specialist,
I am writing in response to the letter from ******** ****** Senior Solutions Analyst at ************ regarding my complaint with Active&Fit Direct. While ASH Fitness considers this matter "resolved," I must insist that the issue has not been adequately addressed, and I am still demanding a full refund for the charges in question.
During my discussion with Ms. ****** she acknowledged that a prior refund was justified, as I was charged for an entire month despite only having a few days left in the billing cycle. This billing error was clearly an issue. However, after discovering this prior refund, Ms. ***** informed me that she could not issue another refund, despite recognizing that the prior refund was just. This contradictory and inconsistent response only serves to highlight the unfair handling of my case.
Additionally, *********** has changed its policy following complaints from customers like myself. This only further confirms that my situation was not isolated but part of a broader pattern of problematic billing practices. The policy change should have resulted in better handling of my issue, yet it has not.
Moreover, the Terms of Service (TOS) for Active&Fit Direct are not easily accessible and difficult to understand, buried deep within the website. This lack of transparency makes it impossible for customers to fully understand the terms under which they are being charged, leading to unfair charges like mine.
Given the prior overcharge, the problematic policy change, and the lack of transparency regarding the **** I insist on a full refund for the charges in question. I believe this is the only fair and reasonable resolution. If this issue is not resolved promptly, I will have no choice but to pursue further action.
Thank you for your attention to this issue. I expect a timely and satisfactory response.
Sincerely,
******* ********

Regards,

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

Business response
01/17/2025
January 17, 2025
Customer: ******* ********
RE: ********************** Complaint: 22785770

Dear Resolutions Specialist,
American Specialty Health ************* (ASH Fitness) received the resolution rejection from ******* ******** an Active&Fit Direct member.

Mr. ******** continues to express dissatisfaction regarding his refund request. We discussed his concerns with him on 01/13/2025 and reiterated that our Terms & Conditions (T&C) are available to members during the initial enrollment process, acceptance of the T&Cs are required for successful program enrollment and that the T&Cs are readily available on the program website. Per section 2.2 of the programs T&Cs the Enrollment Fee, Monthly Fees and, if applicable, Annual Maintenance Fees are non-refundable. Please note, throughout the past year *********** has made similar refund requests for previous enrollments. On each occasion, he was provided with the same information above.
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
01/02/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
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.
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
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.
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
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.
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
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.
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 Time
Customer response
11/19/2024
the *** called once and never called me back to discuss the issue
Customer 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 Time
Customer 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,

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

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