Customer ReviewsforFit Factory Braintree

Very upset. I had a membership here at Fit Factory that I opened before Covid hit. I had to call and put my membership on a Freeze due to Covid. Then called again a few months later because they had opened but the daycare was not open so I could not attend the gym where I have two children. At that point I was asked if I wanted my account to continue to be frozen and I said yes. They made it seem as if it was no problem to keep it frozen. They told me the annual fees would be charged only. We'll I checked my bank account and they have been charging me the monthly $29.99 for probably over a year now. I still have to her on my bank app and total up all the charges. I could only see the charges on their site for Jan. 2022 until now June 9, 2022. That is almost $150 that I have been charged and haven't visited the gym once this year. I called to cancel today and was told the document was virtually signed by the staff. I never signed anything and was never told about the fact that it only freezes for 3 months at any time. The first freeze was 4 months and the second was only two months. I was told to go online and cancel my membership and that I would still be charged another $29.99 after I canceled for this month. Absolutely ridiculous. Never join this gym unless you like giving your money away.

Also on the Cancellation and Freeze Procedures document online in my account it does not say anything about freezing for 3 months only.

I see above it says FitFactory Braintree, not sure why.. The FitFactory I attended was the location in ************.

Hi *****,I understand your frustration and would like to clarify any confusion. I connected with the Regional Manager and saw that you had reached out via ******** back in June of 2020. We completed freezes for you in June of 2020 and an extension in September of 2020. We don't have any additional requests to extend the last freeze. We were consistent in letting members know who froze due to COVID, that they could reach out to request extending the freeze because no freezes were indefinite. All member agreements and change request forms state our 30 day notice policy. Unfortunately, we do not have any documented requests to extend the freeze another time. If you have any documentation of another freeze extension, we can certainly look into your request further. At this time, all freezes require a signature to be completed in the club.Additionally, our Regional Manager canceled the pending 30 day notice payment to accommodate your circumstances and you will not be responsible for an additional payment. Again, if the member can provide any additional documentation on the freeze request, we can investigate further to see what we can do. To submit documentation or any questions, please email our ************* team at *************************************

I was charged at the beginning of the covid19 pandemic. All storefronts were closed due to this. I requested to cancel my account because I saw no reason why I should pay for a service that I cannot use. I reached out to customer support. They pointed to a section in the contract that said I must cancel in person. I asked how this would be possible with all locations are closed. Fit Factory responded by requesting I still pay to support the company. I was absolutely shocked. I wrote back how absurd they were treating this requested, and said I would call the attorney General if they didn't stop. They finally did, and then they started back up again. I stopped payments to them and now they are seeking legal action against me

To Whom it may concern, I understand your frustration regarding your experience and I am happy to provide our resolution. Our General Manager looked into the account and found after your email from April 2020, you had been refunded for the prior months as well as a service fee. That said, your membership was not frozen or cancelled and you had been charged without any concerns until August of 2021 when you placed a hold on the card on file. Unfortunately, it is challenging to see a complete record of conversation as the email chains had been forwarded back and forth between an email we no longer have access to. To accommodate the member as best we can and due to the lack of records we have, we have agreed to waive past dues, clear the collection status, and cancel the membership. UI understand this has been communicated to you by our General Manager. If you have any questions or concerns, please email our ************* team at *************************************