ComplaintsforChoice Fitness Methuen East

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They want me to pay a $100 cancellation fee in addition to paying for the upcoming month which is $60. When I purchased my membership, the manager did NOT explain to me that if I ever wanted to cancel, I would have to pay the fee. What was explained to me was if I wanted to cancel at any time, I could. They never told me about the fee. If they did, I would have NEVER PURCHASED my membership. As of now, my membership is still active because they said if I don't pay nor cancel, they will continue to charge me each month until it reaches a certain dollar amount in which they would send the past due amount to collections. I want the business to give me a guarantee that I can cancel without having to pay the $100 cancellation fee, and to let their customers know in the same advertising they are showing others that there is a cancellation fee.

  Business response

  11/03/2023

  ***** signed up online on 3/5/2023 and received her 1st 7 days free with a first monthly payment due on 3/12/2023, no payment was made at the time of sign up. Because ***** signed up online, there was no explanation at the time of sign up about terms by a staff member. All the terms and conditions were accepted upon completing the online agreement. Page 1 of attached agreement explains she is responsible for 12 consecutive monthly payments, after this payment schedule is satisfied, she may cancel anytime with a 30-day written notice explained on page 5 of attached agreement. Also on page 5, you will find the early termination policy, which explains the $100 buyout fee. If the member moves more than 25 miles from any Choice Fitness location and provides a proof of move by a driver's license, signed lease or purchase agreement or utility bill, the $100 buyout fee is waived and only the 30-day notice will apply. Again, the member agreed to these terms and conditions upon completing the online agreement. 

  Customer response

  11/06/2023

  [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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  30 days before my membership was up, I went in person to to cancel it but the manager was not there, and I was asked to call him back later. I spoke with ******* (the manager) on the phone and I explained that I wanted to cancel my membership. He said it had to be in writing, he asked for me to come back to the gym and drop off a letter in writing. I asked him if a signed email was enough and he said yes. I emailed him the same day. I also followed up with another email reminding him that I did not want to continue my membership. I included my phone number. Im continued to be charged past my year, Ive try to reach out to the manager again, but hes never there or hes in meetings, Ive left my number, Ive sent emails to the general customer service email but no one has reached back to me. I have to cancel my credit card so they can stop taking this money out of my bank account. I have emails to prove the correspondence Ive have with the gym.

  Business response

  10/26/2023

  I have looked into this account. After seeing the screen shots provided by ********, she was emailing to an invalid email address. She should have been emailing ********************************************************** her emails were sent to ******************************************************* which does not exist. Her agreement terms state 12 monthly payments must be paid, which would have made September her last payment. We will refund the payment taken in October and have this membership cancelled immediately.

  Customer response

  10/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that once I receive my credit the response will 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 after receiving my credit. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was forced to continuing paying for a membership after I went there in person to cancel it. Cancellation is not allowed in person. I was held hostage of this contract, even when I went there in person to cancel, they continued to charge me. My contract was already due.

  Business response

  04/08/2022

  Flavia visited the club on 3/16/22 to cancel her membership. The 30-day policy was explained to her, that any dues owed to Choice Fitness must be paid which includes her annual maintenance fee. She disagreed and argued with this policy to the point she walked out without signing the cancellation form to authorize the change. She proceeded to put a stop payment on the drafts with her bank which will put her past due and at risk of going into collections. I have attached a copy of her signed agreement to reference the 30 day notice to cancel as well as her invoices to show the stop payment. The club did proceed to cancel her membership. Nobody is held hostage to our agreements, however policies and procedures do need to be followed. 

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Choice Fitness East continues to charge my bank account two months after cancelation. I have called 6 times in two months. Over the phone they look up the account and confirm I am right. They do nothing about it.Today I called and *******, I don't have a last name, but I have spoken to him at least 3 times out of the 6 calls. I asked to speak to the General Manager. ******* lied and said HE was the General Manager.This ******* told me I had to understand their circumstances. Hey, if I am late on payment I get hit with a late charge. Nobody understands MY circumstances.I want my 2 months payments of $20.99 each immediately. The account is under the name of: *************************************************************************************************

  Business response

  12/09/2021

  We went ahead and refunded 2 months of dues after investigation. In full disclosure, we still honored these refunds even though we received vulgar threatening emails as attached to this response. 

*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. ↩