Business Profile

Insurance Companies

American Specialty Health, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Specialty Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

152 total complaints in the last 3 years.
82 complaints closed in the last 12 months.

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Submit a Complaint

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:03/07/2025
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.
Have Active&Fit Enterprise through my insurance. My insurance submitted eligibility. Active&Fit Enterprise refuses to confirm my eligibility and keeps giving me nonsense answers and telling me insurance needs to submit eligbility. ******* supposedly took care of this 72 hours ago. I still cannot access benefits I have been paying for for over 3 weeks now. They refuse to do anything and are less than useless.
Business Response
Date: 03/14/2025
March 14, 2025
Customer: ***** ****
RE: ********************** Complaint: 23033875

Dear Resolutions Specialist,
American Specialty Health ************* (ASH Fitness) received a concern from the Better Business Bureau (BBB). ***** ****, an ************************* member has concerns regarding program eligibility.
Upon receipt of the complaint, I contacted Mr. **** on 3/11/2025 and 3/12/2025 to discuss his concerns. We are working with Mr. ***** health plan to resolve his concern, and Mr. **** has been notified of its current status on 3/14/2025. We will continue to work with Mr. **** and his health plan to final resolution.
Please feel free to contact me at the number below if there are any further questions or concerns.
Best Regards,
***** ***********
Sr. Solutions Analyst, **************** Fitness
Customer Answer
Date: 03/14/2025
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.

They havent fixed the issue and are working on it. So still not closing it.

Regards,

***** ****
Customer Answer
Date: 03/17/2025
They only communicate with me once every other day and I havent heard anything back since Wednesday. They are not replying to my emails and I have received no calls or emails with anything on their end. My insurance company and I have both sent eligibility letters to the active and fit company as well as *****, who corresponded back, multiple times and they rejected that letter despite it being what they requested. They change the story multiple times regarding what they want or need and Im still stuck for going on a month now that I am not able to use the service that Ive been paying for because Active and Fit refuses to do anything about it and will not work with me.
Business Response
Date: 03/20/2025
3/18/2025
Customer ***** ****
RE: ********************** Complaint 23033875

Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received the resolution rejection from ***** ****, an ************************* member on 3/18/2025.

ASH continued to coordinate with the health plan to resolve the members issue. We contacted Mr. **** on 3/18/2025 confirming the issue has been resolved.

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,
***** S
Sr. Solutions Analyst, **************** Fitness
********************* / ****************

Customer Answer
Date: 03/21/2025
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
Date:03/04/2025
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.
Through my employer ***********************, one of our benefits was through Active & Fit for *** membership. I had applied in September. When you go to the gym associated with active and fit 45 days of the year you get your activation pay back which is $200. I had made the goal by December 31st. I have been reaching out to Active and Fit since January 5th to get an email to claim reward. First issue was they needed our Active number which is either found when you FIRST sign up or on the account with Active and Fit. Active and fit had deleted my account when the year ended without my knowledge so I was not able to get my active number. I also did not write it down or remember because it was on the account. It took me a while but I had found a picture of my activation form that had my number. Then, they had told me on January 13th my reward has been redeemed and 2 days later on January 15th it had been sent out and will take 21 days or sooner to arrive. Did not receive anything in the next 30 days. I followed up in beginning of February, and was told that it should be arriving by February 15th. Nothing came. Reached out on February 15th then was told it will be here by February 28th. STILL NO REWARD. I am writing this on March 4th 2025 and was told today that on March 13th a new check will be sent. Another week just for it to be sent. Then I was told again from that day it would take another 21 hopefully sooner to arrive. Its been 3 about to be 4 months since I should have received my reward and did not go to gym. Affecting my mental health and physical health. I do not have money on hand easily to spend. I have kids I have bills I have rent and this is just an inconvenience and time taker.
Business Response
Date: 03/11/2025
March 10, 2025
Customer: Mahina *******
RE: ********************** Complaint: 23018951

Dear Resolutions Specialist,
American Specialty Health ************. (ASH Fitness) received a concern from the Better Business Bureau (BBB). Mahina *******, an Active&Fit Enterprisemember has concerns regarding her program Rewards check.

Upon receipt of the complaint, we contacted Ms. ******* on 03/08/2025 and 03/10/2025 to address her concerns and their resolution. Following our brief conversation on March 8 where Ms.******* indicated she would call us back but has not done so, I attempted to contact Ms. ******* again on March 10, 2025; however, she was unavailable, and a voice mail was left requesting that she return my call. Additionally, I sent a follow-up email on March *******, encouraging her to reach out at her earliest convenience to further 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
**************
Monday Friday, 6:30am 3:00pm Pacific Time
Initial Complaint
Date:02/23/2025
Type:Product 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.
On December 11, 2024, I submitted required documents to receive a $500 reimbursement as authorized by my health insurance (***********************) in partnership with Active and ************** for the 2024 calendar year. Active and Fit sent an automatic email stating that all documents would be reviewed within 14 days. On December 30, I emailed the company requesting an update on my submission. The company said that a $270 check was mailed to me on12/23/2024. I immediately responded asking why I was not granted $500 as requested and documented. I also called the company and they told me that they accepted my documents and had sent $500 worth of checks in the mail. I never received any of these checks and made several follow up calls with company representatives, after which it became clear that something was not right. I have received inconsistent information by company representatives regrading the value, amount, and time stamp of the mailed reimbursement checks. On January 19, I once again emailed the company so I could note in writing the inconsistent information. The same result occurred. The company tells me that they sent $270, and then when I dispute this, they come back and say that they sent checks via mail worth a higher value and on different dates. At this point I do not believe the company is being truthful.
Business Response
Date: 02/27/2025
February 27,2025
Customer: ****** ********
RE: ********************** Complaint: 22979863

Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ****** ********, an Active&Fit member has concerns regarding their program rewards.

Upon receipt of the complaint, we contacted *********** on 02/25/2025 and 02/26/2025 to address her concerns and their resolution. Unfortunately,our attempts to contact *** ******** were unsuccessful. A follow up email was sent on 02/26/2025 asking her to contact us at her earliest convenience at the number in the email, 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 Answer
Date: 02/27/2025
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.

Nobody from the business has contacted me regarding this complaint.

Regards,

****** ********
Business Response
Date: 03/05/2025
February March 5,2025
Customer: ****** ********
RE: ********************** Complaint: 22979863

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

Upon receipt of the initial complaint, we attempted to contact Ms. ******** on 02/25/2025 and 02/26/2025, to address her concerns, but were unsuccessful. A follow-up email was sent on 02/26/2025 requesting Ms. ******** to contact us at her earliest convenience. After receiving the rejected offer response, we followed up with another phone call and email on 03/03/2025, using the contact information provided in her initial complaint. Ms. ******** has not responded to any of our contact attempts. We will be happy to address her concerns upon contact from her.

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 Answer
Date: 03/06/2025
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 reached back out to the number provided, which was not a direct line. After two call attempts, I spoke to a different employee and they said they would transfer my call and hung up. A solution has yet to be provided.

Regards,

****** ********
Business Response
Date: 03/12/2025
February March 12, 2025
Customer: ****** ********
RE: ********************** Complaint: 22979863

Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received the 2nd resolution rejection from ****** ********* an ************************* member.

On 3/6/2025, Ms. ******** replied to our outreach efforts. We addressed her concerns and their resolution, which she found satisfactory. After receiving a second rejection of the resolution from Ms. ********* we followed up to ensure she understood the resolution discussed in our latest conversation on March 7, 2025. Ms. ******** indicated that this 2nd rejection was submitted prior to our initial discussion on March 6, 2025,and confirmed that she had no further 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
**************
Monday Friday, 6:30am 3:00pm Pacific Time
Customer Answer
Date: 03/23/2025
Company stated they sent a reimbursement check, but the check has yet to be received.
Initial Complaint
Date:02/22/2025
Type:Product 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 cancelled my membership Dec 10th by phone. I trusted that the *** on the other end of the line did just that. I look at my CC bill on Jan 17th and notice I was just billed mid month still. I called to get a refund for only that month since it was pass the "15th billing date" just to keep it moving, although I had called to cancel in December before the billing date, and should be refunded for 2 months of essentially unauthorized billing. I get some A hole on the phone who casually tells me that even after the last *** told me I WOULD get at least the one month refund from the last billing, that they "decided" to deny it. So they lied about giving me a refund for one month. All the while I SHOULD be getting a refund for 2 months!
Business Response
Date: 02/28/2025
February 28, 2025
Customer: ****** ******
RE: ********************** Complaint: 22975819

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 Mr. ****** on 02/26/2025 and 02/27/2025 to discuss his concerns and their resolution. Mr. ****** 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
**************
Monday Friday, 6:30am 3:00pm Pacific Time
Initial Complaint
Date:02/03/2025
Type:Customer Service 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.
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
Date: 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 Answer
Date: 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
Date:01/30/2025
Type:Product 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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:01/22/2025
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:01/08/2025
Type:Product 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 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
Date: 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 Answer
Date: 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
Date: 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
Date:01/02/2025
Type:Billing 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.
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
Date: 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 Answer
Date: 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
Date:12/23/2024
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 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
Date: 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
**************

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