Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fit Factory, where the membership cancellation process is structured to be nearly impossible for customers. As a result, the business continuously charges a monthly fee in addition to an annual membership fee without our knowledge and authorization. They maliciously require customers to use the app for all activities except for cancellation, which must be done in person at the office. The manager at the Berlin (MA) office seems trained to prevent cancellations, effectively scamming customers, demanding to pay unauthorized bill on the spot. On 12/5/2023, I signed up for a non-commitment membership. However I was charged $79.99 anyway on my card. Despite my efforts to dispute this, I was unsuccessful. On 2/7/2024 I decided to cancel my membership and I went to the Berlin office to cancel it, as cancellations are only allowed in person. An employee informed me that a note would be left for manager ***** to process cancelation (strangely only ***** is authorized to process cancellation), and I was assured everything was set. I visited the office again on 2/13/2024, to confirm my cancellation. 6/4/2024, I received a collection notice from Fit Factory, the amount of $152.95. I went to the Berlin office to dispute the unauthorized bill and confirm my cancellation, ***** informed me that she could not cancel my membership until I paid the debt in fulla debt that she had created without my authorization. ***** demanded me to pay the unauthorized bill right there by card. ***** further informed me that if I ever disputed those charges with my credit card company, she would continue to charge me monthly fees indefinitely and never allow me to cancel my membership. Manager ***** refused to give me the customer service contact information, stating that my best option was to pay the bill in full. This sounded very scammy and fraudulent. This business needs to be investigated further, as there are likely many other victims who have been unfairly charged by ***** or Fit Factory.

  Business Response

  Date: 06/13/2024

  To whom it may concern, We understand this person is speaking on behalf of their daughter's membership (***********************). 

  After speaking with the general manager of this club location, we have looked back into our records and into ***** membership to find no record of the member reaching out to the club requesting to cancel her membership in person, via email, or phone call. The member is also unable to provide any proof of reaching out to the club as well. 

   Additionally, members do not need to come into the club to process a membership cancellation. We do offer an online cancellation process.

   We understand that the general manager was willing to waive the late fees accumulated to help accommodate the member as the member had 4 past due payments which was also relayed to the member that they will need to be paid in order to cancel the membership entirely. At this time, the member's membership is inactive, however due to not paying the past due payments, their account has been sent to collections. There have been no additional or recent charges being charged to the member. 

  Despite willing to work with the member and agreeing to waive the late fees, the mother of the member insisted on taking the situation to court. If there are any additional concerns, please feel free to reach out to our customer service team at *************************************************************************

  Thank you!

   

  
  

  Customer Answer

  Date: 07/02/2024

  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. 

  [FitFactory claims that there is no evidence I requested my membership cancellation on 2/7/24. To prove that the entire team and employees are maliciously lying (or were instructed to lie) about my visit to the club on 2/7/24 to cancel my membership, it should be noted that many other consumers have filed similar complaints. Other statements also indicate that this business makes it nearly impossible for consumers to cancel memberships and charges their credit cards without authorization, which is illegal. I emailed the business in June but never received a response. I am still demanding that the unauthorized charge by FitFactory be deleted and that my membership be canceled.]
  
  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,

  Akemi

   

   

  Business Response

  Date: 07/08/2024

  We sincerely apologize for any inconvenience you have experienced. We take all customer concerns seriously and strive to provide the best possible service.

  
  To clarify, Fit Factory's membership cancellation process is designed to be straightforward and transparent. However, there are necessary steps that must be followed to ensure a successful cancellation. When these steps are not completed, the process can be delayed or marked as incomplete, resulting in the membership remaining active. This can include instances where fees are not paid or required documentation is not provided. In our records it is showing four past due payments that were not paid (also accumulating late fees), therefore sending this account to collections and also pro-longing a successful membership cancellation. The General Manager was willing to work with the member and agreed to waive late fees, however this did not satisfy the member and they insisted on bringing this issue to court. 

  Customer Answer

  Date: 07/09/2024

  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. 

  Despite canceling my membership in person on February 7th, Fit Factory maliciously concealed this fact. The invoices created on my account after that date reflect unauthorized debt imposed by the business. Therefore, Fit Factory is responsible for deleting these unauthorized invoices and charges.

  
  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,

  Akemi

   

   

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into *** Factory to sign up for the base membership. I was told by ***** that it would be a 12 month commitment for $10.99 a month. ***** did not mention that there would be an enrollment fee of $60 until the very last signature, which I never signed the last one. That made me change my mind, I did not want to sign up for an enrollment fee of $60! I was okay with paying the annual fee a few days after enrollment as ***** mentioned but that enrollment fee was news to me and was just craziness. I cannot afford that,I would've never said yes if she had said that from the get go and I would have continued shopping for a more affordable gym. I let ***** know that I would like to back out at that ************ said that was okay. I stood there talking for a few minutes with my daughter about where else we should try & ***** kindly said goodbye and walked away. A few days later on September 22,2023 I saw a charge to my bank from Fit Factory of $70.98 I was astonished, appalled and felt violated by FF. I went to my bank and got some advice about what I should do and they recommended I close my account and open a new one since FF had my bank information and in my mind they were crooks, taking my money and I not once have used a membership for FF, used their amenities, nor did I want to after hearing about the enrollment fee. ***** called me on Oct 4 2023 and asked me why I haven't been using the membership. We had a lengthy conversation about the situation and her only resolution was that I pay the early cancellation fees and who knows what other fees, I was over the conversation. Im not willing to give FF any more of my funds for a membership I did not want in the first place ! If it was too late to change my mind she should have said that before I left. But she did not even after I was chatting in the lobby with my daughter for a while before I left! Switching my accounts was a hassle I had automatic payments, ******************* pay etc set up & all had to be switched!

  Business Response

  Date: 10/12/2023

  To whom it may concern,

  Upon this member signing up, we waived her $59 enrollment fee and her $10.99 first month dues, so she was not charged anything at sign up. Our staff member went over all membership information prior to signing this member up, including all fees and when they would be due. This member was not charged a few days after signing up, she signed up on 8/22/23 and due to us giving her one month free, her annual and membership fee were billed one month later on 9/22/23, which this member was informed of. This member did not contact us for assistance prior to contacting her bank, had she reached out to us we would have been happy to clarify the charges and clear up any miscommunication. We reached out to this member on 10/4/2023 because she was past due and had a balance on her account. We can see from our records that this member signed off on her membership agreement outlining all of these terms, which was emailed to her upon signing up and is also available in our member portal at MyiClubOnline. As a courtesy since this member did not utilize the club and did not pay anything to sign up, we will be waiving her past due balance and canceling her membership immediately.  Please feel free to email our ************* team at *************************************** with any further questions or concerns.

  Customer Answer

  Date: 10/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/31/2023 It started by my seeking the promised free trial month of gym participation without payment. The Associate had me sign a year agreement which would start in 30 days if I continued to use the gym. I decided since I used the facility only once, I would cancel within the thirty days, on 6/23/2023. Upon request for the cancellation, the front desk and store manager said no deal, you signed an annual agreement and that is what we go by. Verbal exchanges/agreements/promises dont count. Shame on me for trusting what was told to me. Satisfactory resolution is for Fit Factory to honor their promise. No charge to me.

  Business Response

  Date: 06/27/2023

  To Whom it may concern,

  
  I understand this member signed up for a 12 month commitment FIT membership with our one month of free membership offer on 5/31. He came into the club on 6/22 wanting to cancel his membership and was referring to it as a free month trial. That said, we do not offer a free month trial. His member agreement states that the first month's dues are waived and monthly dues will begin the second month of membership. It also outlines our 30 day notice policy, in which members are responsible for any dues that fall within 30 days of a cancellation request. All 12 month commitment agreements state our cancellation fee as well.

  The member claims he didnt sign up for a membership and wanted it to be canceled immediately without charge, however he completed a membership agreement in the club. Additionally, the member refused to follow our online cancellation process. To accommodate, we allowed him to complete a cancellation document in the club, however his form is invalid due to lack of completion and he did not consent to the 30 day notice requirement or $79 cancellation charge. We are unable to process his cancellation request until he agrees to those policy requirements. 

  To accommodate further, our General Manager can send his agreement manually via email so he doesn't have to go online. That said, we would need his consent to charge the 30 day notice and cancellation fee as we are unable to waive those charges due to our policy. The member can call the club or email our ************* team at *************************************** to move forward with the cancellation process. For any questions or concerns, please email our ************* team at ***************************************.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to fit factory one day with the intention of buying a guest pass to workout with my friends, then i was told i could workout for free if i created a membership then cancelled before 30 days so i wouldnt get charged. So i created the membership but before the ********************************************************************************************************************************************************* i know i didnt do that but at that point its just bad business, you know i have no intention of using this membership and im not able to come in person to cancel it so you take $75 from me, its just a trap, i called and explained the situation and asked if i can have my money back and they said they were unable to do that. All i wanted was to workout for 2 hours and i paid $75 for it. Gyms are notoriously difficult to deal with on regards of payment and cancellation but fit factory has been by far the worst experience. Fit factory is already a multi-million dollar business although i did not come into the club to cancel, at the end of the day i went for 2 hrs and paid $75. I think its fair i get my money back.

  Business Response

  Date: 05/19/2023

  To Whom it may concern,

  
  I understand that our manager has left this member a voicemail and followed up via email to further discuss his experience. We have not been able to get in contact with this member to work through a resolution. I see that the member joined with our free membership offer on 12/26/2022. The offer outlined 2 free months of membership with a requirement of in-club cancellation to avoid any charges prior to February 2023. Because the member processed his cancellation online, he was charged the standard cancellation fee and monthly dues. 

  
  We encourage the member to give the club a call back or reply via email so we can best accommodate him and come to a resolution. For any questions or concerns, please email our ************* team at *************************************************************************.