ComplaintsforBody On Cue Health & Fitness LLC

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid in full for a 1 year gym membership on 12/9/2019, and that year ended on 12/9/2020. At the end of that year, on my last day, I called the gym 2 times. I didn't get an answer, so I left 2 messages saying that I wanted to cancel my membership (not renew for another year).I was never charged any further, and never had any other contact with the gym. On 3/10/2024 I received a bundle of paperwork with phone records, apparently showing that they tried to contact me. I have spam numbers blocked so I never received the calls or alleged voicemails that they left. They are now claiming that I owe them $1,191 in back charges and fees. I feel that this is totally unfair and wrong. I take pride in never missing any sort of payments, and have close to an 800 credit score. I have contacted a lawyer, and will be preceding down that route if this is not resolved. I have held back on posting any reviews in regards to this situation, and I won't if this issue is solved.

  

  Business response

  04/16/2024

  We have an internal collections department that did in fact make multiple attempts every month since ******** went in arrears. The agreement that he signed, states that it is an auto pay, auto renew agreement and that if he wants to cancel he has to cancel either in person and sign a cancellation form, which was never done, or mail in a certified letter to the gym, which was never received, no less than 30 days prior to renewal date. Any charges that are incurred due to auto renew are non refundable, and will continue to accrue until a cancellation form is filled out. Unfortunately, we cannot assume that just because someone does not come in, that they want their account canceled, which is why these processes are in the agreement that he signed. When our internal collections could not reach him, or receive a call back from the many left voice mails, they quit calling, and they then require us to send these accounts to an external collections agency that we have to hire out. This was started in January 2024. The letters that he received gave my personal phone number as a person to reach out to in order to settle up, to which he has never reached out. He also never sent his dispute form into us, he did send it to the collections agency, to which I had to provide them with the documenation that he is referring to. He did in fact sign a membership agreement with Body on Cue, and has not signed a cancelation letter for us to know that he no longer wishes to continue his membership according to the contract. This is a contract requirement that all of our members sign and adhere to as their accounts are attached to their personal finances, we cannot just make changes without a signature, therefore cannot be done with a phone call. The phone calls that he says he made, those have never been received on our end, and sadly this is a statement that we hear frequently, they called and we didn't return, however that is not our policy. The owners personal phone numbers are listed and made public for them to reach out to at any time, and he has not made an attempt at that. We have been working with people who have been calling to settle accounts, and if he would do that, we would work with him as well, but he has not. 

  

  Business response

  04/17/2024

  I need to add to the responded I sent in for *****************************. 
  He said he had spam numbers so he didn't receive the calls. 
  He received and spoke with the collections department in December 2019, and they told him to email, call, social media, whatever necessary to reach out to us because that is the only way he can cancel. So he DID receive a phone call and once speaking with them, he put the collections number in spam so he wouldn't receive any more calls. For someone who takes pride in his credit score, he would have been more likely to reach out to us to settle it then instead of ignoring the situation hoping his debt would go away. 
  

  
  

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