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Business Profile

Fitness Center

Encompass Fitness Marlborough

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/01/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    On June 24, 2023 I submitted a written notice to Encompass Fitness Marlborough to cancel my gym membership as I was relocating out of the area. I received a call approximately one week later asking why I wanted to cancel so some one was aware of the cancellation. I then saw a membership charge on my credit card billed September 19, 2023. I called and spoke to the gym owner, *********************** who said his Billing Manager at the time did not keep accurate records and he had no documentation of the cancellation. He advised he was cancelling the membership that day and asked if I wanted the refund of the dues sent to my new address. I said yes but did not receive any refund and heard nothing further. On January 29, **** I received an email from Encompass stating I owe $159.96 for past dues and they had tried to reach me at my former phone number which was disconnected when I moved on Sept. 18th. This is first contact I have had since I spoke to ***** on September 19th, 2023. I called the gym again on Wednesday, January 31, **** and spoke to ***** who advised he saw that the membership was now cancelled but had an outstanding balance. I also responded to the email which had no signature and wrote out my story and received a reply that it would be looked into and someone would get back to me. To date I have not heard back.I did my part to cancel the membership timely and keep getting the run around about no cancellation and owing outstanding dues. I am fine not pursuing the membership due I was charged incorrectly after I cancelled originally in June 2023. My resolution request is for Encompass Fitness to adjust their billing to reflect I do not owe any outstanding dues and there will be no impact to my credit. Please assist if possible and call with any questions.

  • Initial Complaint

    Date:10/10/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Hi Im trying to cancel a membership with this gym but the manager or owner its making very difficult, I already paid $70 to their financial place and was told that I dont own anything else but the manager came up with a big number and doesnt accept my cancellation or provide me with the email to cancel. I dont want to be charged for another month or want to go back there. Please help me cancel this membership

Encompass Fitness Marlborough is NOT a BBB Accredited Business.

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