ComplaintsforFit Factory Braintree

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a "PAID IN FULL" membership.which expired unless I manually renewed in the club.which I did not. After the expired membership I received several calls from a third party billing. I then called the club directly and spoke with the manager ****** and she told me everything was all set . The same day, the same manager who I spoke with charged my credit card without my permission. I immediately e mailed and called the club and later received an e mail from the manager ****** apologizing and telling me that I would be refunded. I then requested that they provide me with confirmation that my membership was cancelled .. I have called the buisness several times and am not getting any response.

  

  Business response

  10/10/2023

  To whom it may concern,

  This member signed up for a paid in full membership with a 12 month commitment term which ended on 8/15/2023. I understand that after this term was up in September, this member spoke to a member of our staff and expressed his interest in renewing his paid in full membership. During this conversation, our staff member explained that after the 12 month commitment term is up, the membership automatically rolls over into a month-to-month basis, which is why his account had been charged for the two months after the 12 month membership term was up. This is stated in this members membership agreement which was emailed to them immediately upon joining and is available to them in our member portal at MyiClubOnline. As a courtesy, we offered to refund this member for the two months he was charged since he had indicated that he was planning to renew. A few days later, this member contacted the club again and stated that he wanted to cancel instead. At this time, our Assistant General Manager confirmed with this member that their membership was going to be canceled immediately and that the refund is being processed for the two months his account was charged. 

  For any further questions or concerns, please email our ************* team at *************************************

  Customer response

  10/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This was a Paid In Full membership which expired on the term date 
  indicated on my agreement. Attached is the section of the agreement sent via e mail to me from Fit Factory. This section clearly states that after my 
  Paid in Full membership expires on the term expiration date I must manually renew at the club. This is a document that speaks for itself . Despite what
  is outlined in their own agreement, Fit Factory automatically rolled me into a month to month membership without my authorization-consent or approval.
  Once I reach out, I was told that my membership would be cancelled and the charge refunded to my card. To date, I have not received a refund as of 10/10.
  My endless phone calls and efforts to try and rectify this correctly has been nothing less than frustrating and had to take a day out of work to address. I 
  demand an immediate refund as it has been over 10 days . 

  

  Business response

  10/10/2023

  To whom it may concern,

  The attached image was obtained from this members membership agreement. However, this box is not checked off on the agreement itself. Please see attached the section of the membership agreement in which the renewal program options state that after the 12 month commitment, month-to-month charges will resume, this member signed off on these terms. This member pre-paid for 12 months of membership on 8/15/2022, therefore, when these 12 months were up, the member was then responsible for any months of membership that fell after this. As mentioned, we will be refunding the charges that went through on this member's account as a courtesy despite the agreed upon terms. Additionally, a member of our staff assisted this member in canceling their membership and it is no longer active. For any questions or concerns, please email our ************* team at *******************************************************************. 
  

  
  

  Customer response

  10/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  Please refer to previous rejection letter dated Oct 10, 2023.  I was promised a refund within three (3) to five (5) business days and have still not received it. It is now October 11th, 2023. 

   

  Please Advise.

   

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

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  Regards,

  *****

   

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a paid in full one year student gym membership on 7/28/2021 ending on 7/28/22 with cash.I was asked to sign on a tablet like device upon joining and was given no copy of what i had signed.I moved to ******** in 8/22 to attend *******************. on 12/7/22 I received a collections notice from an attorney stating I owe Fit Factory $177.94. In the fine print of what I signed it states if a written notice is not provided to terminate the paid in full one year membership if will automatically renew with a $59.99 auto renewal fee and then charged an ongoing monthly fee. The salesperson never discussed this upon joining and never went over what I was signing. I thought I was buying a one year paid in full student gym membership with cash.Does the Consumer deserve transparency and protection?

  

  Business response

  12/21/2022

  To whom it may concern,

  
  I understand this members frustration and have provided details in regards to our accommodations below.
  The member received an automatic email on 8/2/21 at 5:53PM with a copy of his agreement which explains our ***************************************************************************************************************************************************** the member portal, MyiClubOnline. Our Regional Manager assisted the member a couple times in the club in August and September of 2022. Additionally, a few team members assisted the member as well throughout August, letting him know he was passed due. The member continuously stated he would bring his credit card the next time. The last day he was in the club, the manager had denied entry due to him being passed due - the member still refused to pay. The manager then explained that refusing to pay his past due balance would result in a return for collection status on the account and we want to help avoid that. 

  
  Unfortunately, the member continued to refuse paying his balance and subsequently received a letter from collections. The members father called expressing his concerns. We explained the experiences we had with his son and offered to waive all the passed due and late fees on his account except for the 2 months that his son had used in the club. The membership renewed on 8/2/22 and the member continued to check into the club throughout August and September until we denied access. In addition to those accommodations, we also offered to waive the 30 day notice to cancel.

  
  Although both the member and his father acknowledge he used the club for 2 months without paying the monthly dues,  they refuse to pay for it. Now the membership is almost $100 in passed dues. In order for this to be resolved, we will need the member to pay for the past dues for August and September. For any questions or concerns, please email our ************* team at *******************************************************************.

  Customer response

  12/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  12/27/2022

  To whom it may concern,

  
  I understand the member came into the club on 12/21 and paid the two months of dues for August and September for a total of $91.97. To accommodate the member, we waived the rest of the fees and canceled the membership immediately, therefore the complaint should be resolved. 

  
  Additionally, the member checked in 6 times during the month of August and once in the month of September before being denied access due to late fees. The membership term expired on 7/28/22, meaning the membership renews to month to month per the membership agreement unless the member provides a 30 day written notice. This is stated in the agreement attached by the member. 

  
  No further action is required. For any questions or concerns, please email our ************* team at *******************************************************************.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fit Factory will not allow me to cancel my monthly membership. I have been told that (1) I need to provide 30 days notice; (2) I must cancel private training and a monthly membership separately; (3) I must come into the gym to cancel; and (4) I didn't cancel using the appropriate myhealthclub website. I repeatedly was upsold training sessions while I was a member. I have been trying to cancel since January but agreed to put the membership on hold for a period of time before cancelling. I was overcharged $29.99 but the money is not the issue. The issue is how many barriers to cancellation have been put in my way.

  Customer response

  07/04/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  07/06/2022

  To whom it may concern,

  
  I understand this member's frustration and am happy to provide our resolution. After connecting with the General Manager and Regional Manager, we discovered there is a Freeze document on file that was completed in January 2022, for the months of February, March and April. The member did not check in at all during those months, however it looks like the Freeze did not process properly and she was incorrectly billed for those months. We acknowledge this is a mistake on our end, therefore waiving the 30 day notice and canceling the membership effective immediately to accommodate the member. I understand our General Manager will be in contact with this member to confirm our resolution and offer a free month to return in the future. Additionally, the members ***************** services were canceled as of 5/3/22.

  
  For any questions or concerns, please email our ************* team at *******************************************************************.

  Customer response

  07/06/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  I reject the response because I should receive a refund.

  

  Business response

  07/27/2022

  To whom it may concern,

  
  I understand we have connected with this member on a final resolution. We are processing a refund for two months of membership in which the member should have been Frozen for 3/18 and 4/18. The member can expect a refund of $59.98. For any questions or concerns, please email our ************* team at *******************************************************************.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I physically went into FitFactory to cancel membership for my daughter and myself as listed on their website (saying it was the only way to cancel membership). They said instead, I have to respond to email instructions to cancel membership. I did not receive email until third attempt of calling. My daughter's email never came. I called again and had them change her email to my email and finally received an email. I had asked them to do this previously, and did not get off phone until I had the email. The email was not in either Spam folders. When I was finally able to cancel the 2nd membership - it was miraculously past the 30 day waiting period and I am charged another month for service. I have tried to explain this to the local manager and corporate customer service to no avail - only to be told their stated policy on their website is not accurate or in force anymore.

  

  Business response

  01/10/2022

  To Whom it may concern,
  I understand this members frustration and apologize for any inconvenience. I hope to provide some clarification regarding our policy. 

  
  The FAQ page of our website provides instructions for online cancellations as we did move all our cancellations online in an attempt to make it easier for members to cancel their membership. Fit Factory does just require a 30 day notice for cancellations, this is stated on the member agreement which is automatically emailed after joining. This member sent an email on 1/3/22 in regards to her cancellation requests and mentioned she had come to the club on that previous Tuesday, 12/28. As the members daughters **** date falls on the 21st of every month, unfortunately the February payment would fall within that 30-day period for cancellation therefore the member is responsible for those dues. That said, this members membership is pending cancellation as of 12/29 and the daughters membership is pending cancellation as of 12/31. Please email our ************* team at ************************************ if you have any questions or concerns.
  

  
  

*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. ↩