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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I recently tried to cancel my membership to this gym as I'm a college student and can't afford to pay for a gym I barely use. They are saying that I didn't give them proper notice of cancelation and are continuing to charge me and are now saying that I owe them a late fee and since they are claiming there is an outstanding charge on my account they are now saying it can't be closed and that they will continue to bill me until its paid. NRG Lab does have a 30-day notice policy, however, the issue is that I've had my membership since before they bought the prior gym out and took over the facility. when they did this they never asked me to sign a contract agreeing to their new terms and conditions. When I signed up for the original membership in 2017 at what was then Boostfitness I don't recall a cancelation notice to have been required. I've told NRG that if they could provide me with a copy of the contract where I agreed to this, I'd be glad to pay it, but they can't because it doesn't exist. I have an acknowledgment from them in an email that they have no copy of my contract. again if they could provide this then I'd pay for it. So I guess this begs the question of why are they trying to bill me if I'm not under contract. and at this point, I'm just trying to make sure they don't wrongfully send me to collections and mess up my credit.
Business response
06/23/2024
****************** sent an email on 5/12/24 requesting to cancel due to move.
He was sent the following reply on 5/17:Good morning ***,
We received your email request to cancel your membership at NRG LAB.
A 30 day notice by email is required to cancel your membership.
We use the date on your email to process your notice and cancellation: 5/12
You are responsible for all billing during the notice period. Cancellation is pending until final payment is received.
Final billing: 6/5
Your membership will end on: 7/4
Please enjoy your membership until it ends. For internal cancellation process, and member satisfaction: could you kindly reply with a cancellation reason to note in your account?
As a reminder, you do have a low grandfathered rate we no longer offer. Once canceled, this rate can no longer be honored.
We do hope we have the opportunity to serve you in the future.
We received no follow up as none was necessary.
On 6/6 our accounts manager sent a courtesy email to ****************** alerting him that given the agreement terms, and the exit email stated above, his account was now in arrears, and as stated, cancellation is pending until final payment is received.
His final payment was scheduled for 6/1, which remains delinquent.
He did follow up, stating that should we be able to provide a signed copy of his agreement, he would take care of the past due balance.
On 6/9 his signed agreement was sent to him via email, we have had zero follow up, the account remains past due, we have offered to waive any late fees associated, to bring the account current.
He has also been advised that if the past due isnt paid asap, his July 1st billing will process, which includes his annual maintenance fee, because cancellation cannot be honored on a delinquent account, billing will continue until current, and the account can be closed properly.
We have an email from him stating that if we could provide his agreement, signed, verifying the 30 day notice, he would pay the past due balance, yet it is still in arrears.Initial Complaint
01/12/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
In December 2020 I signed for 1 year membership, due to Covid they shortend their hours(8 businesses hours a day or les) where regular hours were 24/7 and because of that I was able to attend only 4 times. Now I thought it's fine, understandable even tho I payed full membership price, same as I would pay if they were open 24/7. I let it go, and thought ok my membership will end December 2021. And on January 2022 I saw a charge again, I called they told me that contract auto renews it self and I need to email at [email protected] which I did. They are not responding. I tried to call but my phone calls go directly to voice. I moved out of MA on October 2021 and no longer using them. As I said I paid my contract and they are making it hard to end my contract. I want a refund.Initial Complaint
12/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have cancelled my membership several times now. However, I just found out that they are still charging my credit card on a monthly basis. I went to the physical gym in my town and tried once again to cancel the membership and they told me they are unable to cancel my membership at the gym. I would have to go online and try to email them. This is ridiculous. They can easily sign me up and take my money at the front desk so why can't they cancel my membership there?Customer response
01/05/2022
I have not heard from the business in response to my complaint.Business response
01/24/2022
We received an email from ******************* stating he has tried to cancel his membership multiple times, **** communicated that he is frustrated that we are not able to cancel him on site. We advised **** that per his signed club agreement, a *********************************************************************************** writing; email is acceptable..
Stans first written request to cancel was received by NRG LAB on 12/24/21. **** notified us that he attempted to cancel his membership prior to 12/24/21. NRG Lab asked **** to forward cancellation documentation supporting his attempt to cancel prior to 12/24/21. NRG Lab would backdate his current cancellation request once we received supporting documentation of an earlier written request.. **** has not submitted supporting documentaion showing his attempt to cancel his membership prior to 12/24/2021/
We have canceled Stans membership per his written request.
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