Complaints

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I chose Catalyst Fitness for working out and signed a 2 yr contract with mention in this contract, it can be cancelled due to a medical issue. I went to the gym daily even the same day I had my stroke, I had surgery and many scans, GI bleed and Therapy. When I was still in the hospital I started sending Catalyst my reports from the specialists but Catalysts wouldnt accept them. The specialist said my stroke was caused by a disection (tear in the artery) and was caused by lifting weights. I was told I wouldnt be able to work out. I have sent 2 letters from my specialists as well, both wording it was in my best interest to not work out due to this medical issue. I am on many medications now including depression meds, because an important part of my life is gone for me. The doctors are shocked that Catalyst has not cancelled my membership and still are willing to resend letters . I just want the contract cancelled and to stop Catalyst from continually taking money out of y account.

  Business response

  11/08/2022

  We were contacted by this individual on 8/26/22 via email. This was the email:

  Good evening,
  I was wondering if there was any way I could get my payment and/or my visit history for the month or May, June, and July. I also had a stroke at the beginning of this month and can no longer lift weights or work out for the time being. Is there any way I can cancel my membership early or get a deferral for a few months on paying for a membership that I can no longer use. Anything you can do to help would be appreciated.
  Thank you.
  
  Sent from my iPhone

  -------------

  We responded on 9/1/22 with this email (it included our standard instructions on how to cancel):

  Good Evening ******,
  
  Attached is instructions on how to cancel. You will need your agreement number: ********** You can also find your billing information as well as your usage on this website.
  If you do not want to cancel and lose your current rate ($19/month which we will never offer in the future as our current rate is
  $29/month) we do allow you to freeze your membership for 3 months per calendar year.
  
  Please let us know if you would like us to freeze your account. We are happy to help any way we can.
  
  Stay well,
  
  Catalyst Fitness

  ---------

  We have not heard back or had any other communication from this individual since that time. No letters or doctors letters have been sent to us.

  Upon reviewing her account in our system...we see notes that she was contacting *** Fitness who handles our membership processing. We cannot see what she sent them but it looks like they were not accepting the documentation that she was providing. We were not aware of any of this or notified of anything beyond her initial email to us. Our owner has taken a look into this and will be contacting this individual via email with an explanation. He will also be overriding the system to cancel her membership and also process a two month refund.
  

*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. ↩