ComplaintsforAmerican Specialty Health, Inc.

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Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 30 July 2024, Active & Fit (American Specialty Health) billed me $56.00. I am disputing half this amount ($28.00).I signed up for the Active & Fit program. I was billed $56.00, which was purportedly for current month and next month fees. But, I was then billed again on 30 August 2024 for the monthly fee of $28.00. While billing in a current month/next month format may be normally fine when folks sign up in the beginning or middle of the month, it is *not* fine when I signed up at the end of the month and it results in me being billed twice for the same day. Because I did not sign up until the end of the month, they billed me $28 on 30 July, but then billed me another $28 for the next month billing period which began the exact same day.When I called to inquire, Active & Fit was unwilling to assist.
Business response
09/20/2024
September 20,2024
Customer: *************************************
RE: ********************** Complaint: 22304198

Dear Resolutions Specialist,
American Specialty Health Fitness, Inc.(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 contacted ********************** to discuss her concerns and their resolution. ********************* 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
******************* / ASHCOMPANIES.COM
Customer response
09/20/2024
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.

Thank you very much for your assistance; it is much appreciated
Regards,
*************************************
Initial Complaint
09/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I discontinued business with this company in 2019. They placed my company back on their website in 2023. I asked to be removed again and they continue to advertise me to their database offering their clients services at my business and its not valid. They have incorrect information including my address but people call and show up to my business requesting free services because of this company. Ive reached out multiple times.
Business response
09/17/2024
September 17,2024
Customer: **** ********
RE: ********************** Complaint: 22267075

Dear Resolutions Specialist,
American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). **** ********, a fitness center owner has concerns regarding her fitness center participation.

Upon receipt of the complaint, we reached out to *** ******** on 9/13/2024 to address her concerns and their resolution. Unfortunately, our attempts to contact *** ******** were unsuccessful. We followed up with an email on 09/16/2024 advising of the steps taken to resolve 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
Customer response
09/27/2024
The business responded and has agreed to remove my business from their directory.
Initial Complaint
09/07/2024
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.
My Husband (***) joined Active&Fit Direct through his employee health insurance, Blue 365 program. He was told that after joining a participating gym, the gym would electronically record attendance and send that information to Active&Fit . He needed to pause or cancel his membership for the summer, as the gym was holding children's activities/camps in the area of the gym he used. He asked his company's HR department and the gym itself how to go about "pausing or canceling". Both stated that because of electronic attendance, if he didn't attend for the month, he wouldn't be charged. We did not accept that response at face value and reached out to Active&Fit on 6/14/24 via email which we have a copy of - we received NO response. Attempts to reach someone via phone were met with ridiculously long hold times. We assumed the membership was paused or canceled. We have records from the gym that show that his last visit was 5/30/24. When I received my Discover bill, I was charged for the month of June $34.00 and July $34.00. Again my attempts to reach the company were unsuccessful. After emailing again - I finally got a response on 7/11/24 asking for more information. When I finally reached someone by phone, they refused to give me a refund stating I needed to cancel by 7/1/24. We DID try to reach them in JUNE (which is documented) and they didn't respond. I then reached out to Discover Card. Discover said I needed to talk to Active&Fit again - I called the direct extension on 8/23/24 at 2:01 pm and left a voicemail asking for *************************, Senior Solutions Analyst to please call me back. Again, NO response. Active&Fit's practice of NOT responding to customer emails and phone calls, is a horrible business practice and should not be allowed! It should not be this difficult to contact a company and get resolution especially when we took the appropriate steps to pause/cancel the membership.
Business response
09/10/2024
September 10, 2024
Customer: *******************************
RE: ********************** Complaint: 22254861

Dear Resolutions Specialist,
American Specialty Health Fitness, **** (ASH Fitness) received a concern from the Better Business Bureau (BBB). ******************************* an Active&Fit Directmember has concerns regarding fees paid for access to a fitness center.

Upon receipt of the complaint, I reached out to ********************** on September 10, 2024, to discuss his concerns and their resolution. ********************** expressed 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
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for ************ and then used that to join my local gym in early 2024. After signing up for ************ online, I had to go to the gym for their usual sign-up process. When I asked them about the cancelation process, they told me to cancel through them like normal. I canceled in early May (effective for June). In July, I realized I'd still been being charged $28 by ************ for 3 months when I was no longer a gym member (charged on 5/2/24, 6/3/24, and 7/2/24, $84 total). When I called ************ about this on 7/16, I was told that even though I had cancelled my gym membership I had to cancel with ************ as well, which was the opposite of what the employee at the gym told me. I explained the situation and asked if I could provide proof that I had not had a gym membership during those months so I could be reimbursed. The employee declined my offer of proof but did submit a reimbursement request, saying someone would follow up with me in 7-10 business days. My membership was finally canceled, but on 9/3 I realized I'd never heard back about the refund request so I called. The employee told me my refund had been declined because ************ has no record of what gyms I belonged to and it is a totally separate system so they have no way of knowing whether I used a gym membership during that time (which seems impossible to me but Ill take the employee at her word). I told her that I could supply an official document from the Snap fitness gym stating the dates of my membership through ************ so that it was clear I was not asking for a refund for any months when I used the service, but the employee told me it was not possible for me to be given a refund.I am therefore asking for a refund of $84 for the 3 months that I did not use ************, because it is unethical for a business to operate on such a confusing model without ensuring that participating gyms are able to explain how the cancelation process works to their customers.
Business response
09/09/2024
September 9,2024
Customer: *****************************
RE: ********************** Complaint: 22235322

Dear Resolutions Specialist,
American Specialty Health Fitness, Inc.(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 ********************** on 09/05/2024 and 09/06/2024 to address his concerns and their resolution. Unfortunately,our attempts to contact ********************** were unsuccessful. We followed up with an email on 09/09/2024 asking him to contact us at his earliest convenience to discuss his 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
******************* / ASHCOMPANIES.COM

Customer response
09/10/2024
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.
A customer service representative promptly reached to me and, after a bit of phone tag, we were able to review the information and they determined that it was appropriate to issue me a refund for the $84 that I had requested / make an exception since they had verified the information I submitted in my complaint. The agent I spoke to was very helpful and carefully reviewed enrollment info with me so that this issue can be avoided in future.
Thank you,
*****************************
Initial Complaint
08/28/2024
Complaint Type:
Order 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.
The change to the active and fit direct program is a bait and switch. The direct program allowed members to be able to use multiple gyms for one price, now we have to pay an extra $23 to be able to use outside gyms. I am unhappy about the change. I was also warned in email because of the change that my primary gym would be chosen but it was not the case, my membership went to a different gym that was not my primary and they said in the email it would go to the one I went to the most but it was not true. I was unable to go to the gym for 2 weeks. My membership got stuck to a gym that wasnt in my area at the time. I got it switched only after I called USAA corporate to get it figured out and they switched my gym back to the normal and primary gym that I have always been using more frequently. The active and fit program used to only be $25 a month for all the gyms in the area that I am at, at the time. As someone in the military it is nice to be able to attend the gym and maintain my physical fitness wherever my travels take me either for work or military and now it has limited me to only one gym chain where sometimes theyre not in every location that I travel. Im hoping they can switch back to the change from before July to the old policy because this new policy is very restrictive to the paying customers especially for the people that were using it through insurance like USAA that are in the military that need it to be able to maintain our physical fitness for the country and maintain our health. Unless thats not what they want for our military members health. To get the multiple gyms it is now like $23 extra to go to the other gym when it was and used to only one small fee.
Business response
09/05/2024
September 5,2024
Customer: ***************************************
RE: ********************** Complaint: 22208340

Dear Resolutions Specialist,
American Specialty Health Fitness, Inc.(ASH Fitness) received a concern from the Better Business Bureau (BBB). ***************************************, an Active&Fit Direct member has concerns regarding her fitness center enrollment.

Upon receipt of the complaint, we reached out to ************************** on 08/30/2024 and 09/03/2024 to address her concerns and their resolution. Unfortunately,our attempts to contact ************************** were unsuccessful. As the stated concerns have been resolved, we followed up with an email on 09/05/2024 asking her to contact us at her earliest convenience to discuss any remaining 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
08/26/2024
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 work for a large it company thst pushed your company for many reasons. I travel and the ability to hsve multiple gyms was a huge benefit but after the message from July 1 I have been searching for a replacement. Active and fit had a great model but now there is no benefit to staying. I have reached out to my company to have you no longer promoted and have requested a another service be found. I am really disappointed
Business response
09/04/2024
September 3,2024
Customer: *********************
RE: ********************** Complaint: 22197234

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

Upon receipt of the complaint, we reached out to ****************** on 08/29/2024 and 08/30/2024 to address his concerns. Unfortunately,our attempts to contact ****************** were unsuccessful, and a call back request was left. ASH Fitness followed up with an email on 09/03/2024 regarding his concerns and their 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
**************
Monday Friday, 6:30am 3:00pm Pacific Time
Initial Complaint
08/15/2024
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.
Hello---I am totally disabled, I have my insurance thru Sentara health, a few of my benefits from insurance are acupuncture and chiropractic which is are ******** COVERED BENEFITS..My issues are with out having a 2 hour 1 way driving distance // a provider for acupuncture less chiropractic that accepts Sentara Health less AMERICAN SPECIALTY.Now being said, ******* uses AMERICAN SPECIALTY as a partner or 3rd party to handle acupuncture and chiropractic services. A Mr. ********************* with Sentara back in 2022 had arranged with American Specialty Health and a out of network provider here local for me Chinese Medicine Works to take me on as a patient in 2022 According to ******** guide lines with my insurance--I get 12 visits per year and if showing progress I get a additional 8 visits for a total of 20 visits total Now yes my provider is out of network but this was all arranged and taken care of in 2022 and American Specialty to pay the provider Now it's 2024 American specialty refusing to pay the provider for services, if you call "ASH""--it's totally unprofessional customer service.You get from the customer service, oh we dont pay out of network!--Oh yes you do I even have documentation of----ohhh well then we have no records of you seeing this particular provider we have no records of???----------ok what happened to them all of a sudden???"""ASH"" --then simply disposes of you from the phone call, and does not care for the individual seeking treatment. with health issues. I have attached information from the provider showing where American Specialty has paid the provider in the past. and as well agreeing to this arrangement American Specialty is trying to ruin my relationship with my provider by not paying the provider even though agreed upon back in 2022--thats less myself not being able get treatments due to non-payment less awful customer service service and bogus record keeping on 'ASH"ASH has paid provider 2022, and 2023 refusing 2024
Business response
08/21/2024
Dear ********************,

You are absolutely right - there was an agreement in 2022 to ensure you had access to your current provider and that claims for your care would be paid directly to the provider. Within this agreement, the provider was instructed to submit the claims to a designated person in a specialized department. Unfortunately, your 2024 claims were not submitted to the designated person, which led to the denials you referenced. On 08/06/2024, the claims were reprocessed. Payment will be issued to your provider on Friday, 08/23/2024. To prevent this experience from happening again,we flagged the system to ensure claims from your provider are handled manually as per the agreement. Thank you for reaching out and we apologize for the frustration you experienced.
Customer response
08/25/2024
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.]
Hello first and foremost-----actions speak ''''LOUDER""" than words.-----First of all---American Specialty should have sent my providers payment via Fed-ex--to expedite my provider not only her getting her funds but--also getting my self the patient back in the door for treatments----I have been on hold on treatments for almost over 60 days or better----and I am the one/individual with the unfortunate health issues and cant continue treatments till provider is paid.
Better yet----this so called flagging has been going on for years on American Specialty on my account---also I would like to know did American Specialty forward the correct mystery individual less the so called correct mystery **** that my my provider is supposed to contact for claims and payment-----did American Specialty ever forward to my provider for 2024 the so called correct **** and so called correct person to handle these claims???-----
No not to my knowledge that I am aware of----now it's unfortunate now it's all my providers fault why I have not been able to seek treatment and services from my provider.-----And now------wow I have been flagged.good Lord, as many times in the past that I was told by American Specialty and given reference numbers etc and I was to be passed on to another customer service individual---and then to another andd then to another ----it's beyond awful to get this resolved
Before I accept any resolution-----of this case-----let's see how the snail mail goes with the United States postal service goes for my provider to finally able to receive payment
I will contact the BBB again if my providers funds are not received in acceptable time frame and I think may be a call to ******** may be due in the near future about American Speciality
I really would like to take this time to the BBB for forwarding my complaint and trying to get me my health benefits and continue to get/receive them

Thank you again BBB you folks are 1-derful.----BBB I am satisfied much satisified with your efforts but American Specialty----sorry there is much to be desired and have made proved points to back up my frustration with them

Regards,

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

Business response
09/04/2024
Dear ********************,
It is not our intent to place blame on you or the provider.Details provided in the initial response were to ensure we are all on the same page about what occurred with additional action we have taken to prevent future occurrences. We have tried to reach your provider and have left voicemail messages to ensure the process goes smoothly for you in the future, as it did prior to this situation with your 2024 claims. The payment was issued 08/26/2024 and included federal interest as required by law. Your provider has not cashed the check as of this morning, so we will continue to follow up with your provider until we make contact. Thank you for allowing us the opportunity to address your concerns. We sincerely apologize for the inconvenience this caused you.
Customer response
09/16/2024
Hello and thank you for contacting me-------------IN the NEAR future----------if this company AMERICAN SPECIALTY HEALTH does this again, and yes I have seen on your BBB reports from other individuals------Iam not the only customer////patient that I seen on the ******************** web-site that AMERICAN SPECIALTY HEALTH quits paying -----or does not pay PROVIDERS either for acupuncture or chiropractic providers for there services as agreed upon ...
NEXT TIME THIS HAPPENS AND please forward to AMERICAN SPECIALITY-----NEXT TIME not only will I get the BBB involved but ******** as well

I do most appreciate the BBB for getting involved and helping me get services from the provider paid for there services
Most thanks again BBB---
regards,
**************************
Initial Complaint
08/14/2024
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 purchased a membership with the business. When keying in my info, I accidently had my last name and first name reversed. When I arrived at the fitness center, they told me because of that, they cant let me in even if I paid for 2 months of membership. I contacted American Specialty Health Incorporated customer service and they basically told me nothing they could do. They cant issue my refund as it was over 5 business days by the time I called them and the time I purchased. However I bought my membership on 8/2/2024 and called them on 8/9/2024. So it should fall within 5 business days range. Also customer service told me I can submit a request to their email address, ********************** which I did but no response after 4 business days. I dont want to spend money/time going forward with this business as it is not responsive and not care about its customers. I am requesting a full refund of 2 months membership at $56.
Business response
08/23/2024
August 23, 2024

Customer: Ages *******

RE: ********************** Complaint: 22141087

Dear Resolutions Specialist,
American Specialty Health Fitness, Inc.(ASH Fitness) received a concern from the Better Business Bureau (BBB). Ages *******, an Active&Fit Directcustomer, has concerns regarding her fitness center enrollment.

Upon receipt of the complaint, I spoke with Ms. ******* on 8/22/2024,to discuss her concerns and their resolution. Ms. ******* indicated her understanding and appreciation of the assistance 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.

Sincerely,

***************************
Snr Solutions Analyst, Fitness Member Experience
**************
Monday Friday, 6:30am 3:00pm Pacific Time
Initial Complaint
08/13/2024
Complaint Type:
Customer Service 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.
The website does not allow me to change gyms on the first of the month as customer service indicated it would. Instead it tried to charge me to add a gym. This is a one time switch not an addition. **************** was unable to do anything about this. Thus I have to wait an entire month to fix an issue that is the company's error.
Business response
08/16/2024
August 16, 2024
Customer: *******************************
RE: *****************************************

Dear Resolutions Specialist,
American Specialty Health Fitness, Inc.(ASH Fitness) received a concern from the Better Business Bureau (BBB). *******************************, an Active&Fit Direct member has concerns regarding her fitness center enrollment.

Upon receipt of the complaint, I contacted **************** on 8/15/2024 to discuss her concerns and their resolution. **************** 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
******************* / ASHCOMPANIES.COM
Initial Complaint
08/07/2024
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 was a member at my current gym for 4 yrs and switched to Active & Fit when my health insurance (******) offered a discount membership through Active and Fit. I was using Active and Fit for about 2 yrs. This summer I called to see about pausing my membership for the summer as I would be travelling for 3 months. The person on the phone said just stop the current membership and when you return reactivate it. I returned and tried to reactivate the membership but the gym was not accepting "NEW" members. I called active and fit and the initial contact could not help me. I told her I would not have canceled my membership if they told me there was the possibility of not being able to reactivate it because the gym was not accepting new members and that's what my status would be. I asked for a supervisor to please call me. A supervisor called and said she would contact the gym to get permission to reactive me. A day few days later she called and said the gym agreed to reactivate my membership and she just needed to some how figure out how to get it into the system. After another few days she called and said if I select any gym in the system, she can manually move me back to my gym from the one I selected. I did that and then received a call a few days later that it didn't work and she asked her supervisor who said there is basically nothing they can do unless the gym opens up again for new members and I click the button to add it again. It sounds completely ridicules that they have no manual way to add an individual to their system when a mistake happens. No I have no membership to the gym and the other selections they offer in my area for gym membership are all gyms that cost only $9.99 a month but Active and Fit for some reason wants to charge $28.
Business response
08/12/2024
August 12, 2024
Customer: *****************************
RE: ********************** Complaint: 221009112

Dear Resolutions Specialist,

American Specialty Health Fitness, Inc.(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 ********************** on 08/09/2024 and 08/12/2024 to address his concerns and their resolution. Unfortunately, our attempts to contact ********************** were unsuccessful. We followed up with an email on 08/12/2024 asking him to contact us at his earliest convenience to discuss his 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
******************* / ASHCOMPANIES.COM

Customer response
08/22/2024
I contacted ********. Should could not resolve the issue as her "New" computer system would not let her make any exceptions.

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ComplaintsforAmerican Specialty Health, Inc.

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