ComplaintsforFit Factory North Attleboro, LLC

• Initial Complaint

  01/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive had a membership with fit factory for over 2 year. I went into the facility on 01/19 to pay my past due bill thats usually do on the 17th and cancel my membership. I was told I have to pay my past due bill and the next months bill he couldnt do it separate (conversation was recorded). I spoke with the manger who stated it has to be 30 days in advanced I responded its 29 days in advanced if I knew I could of cancelled online I would have. In the terms in condition it states you have to come into the facility to cancel and I was also told that on 12/8 that it had to be in person. Unfortunately I work I from 5:45am-9pm providing care to the elderly so by the time Im off the facility is closed. 01/19 was the only time I could spare to actually go into the gym. They refused to take my money for my past due bill, because I wasnt going to pay the ***** for cancellation because It was 29 days instead of 30 days in advance (conversation recorded). I dont think that is fair, this all could of been avoided if they didnt tell me I had to come in I would of just did it online. After reading the reviews this has happened multiple times to multiple people and it shouldnt. I have contacted 2 news outlets to bring exposure to this problem. It does not state in the terms and conditions that you can cancel online. I also recorded the conversation with the fit factory manager and he was aware that I was recording the conversation.

  Business response

  01/30/2023

  To whom it may concern,

  
  I understand this members frustration and we are happy to help clarify the circumstances. This member commonly has billing issues, goes past due and typically gets upset if we don't waive the service fees on her account. This has happened multiple times. 
  The member is upset about having to pay her past due payment along with a 30 day notice payment. All member agreements state our cancellation policy which outlines that members are responsible for any payments that fall within 30 days of their request to cancel. The membership agreement also states the date of the Annual Fee which is due once per year on the same day. 

  
  The member argued with our front desk staff about our policy which then escalated to the General Manager. I understand the General Manager reiterated our 30 day notice policy for all cancellations and that she would have to pay her past due charges. Additionally, he printed out a copy of her agreement upon her request and pointed out the area where it states that there's a 30 day notice. He also mentioned that the agreement is in her email. All agreements are emailed automatically after joining and can also be found by logging into our Member Portal, MyiClubOnline. The member did not disclose that she was recording the manager until after they had spoken, however we are confident in communicating our policies correctly. 

  
  The member is correct that her signed "old" agreement states that she needs to come into the club to cancel. We currently offer the option to cancel in club or online through the MyiClubOnline portal. Regardless, she still would have needed to cancel before her typical bill date to avoid the current 30 day notice payment.  

  
  Due to this members pattern of missing monthly payments and the club waiving service fees and late fees, we feel that we accommodated this member on several occasions. That said, we are happy to work with the member however we do require her to complete her final monthly payment of $49.99 per the 30 day notice policy. For any questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined the gym last year, but I had to move out of town. I told them this and they were like you have to see a manager to quit, which has got to be against a law or two, but whatever, so I moved away and was still paying them every month because it wasn't easy for me to get back there. I finally went in one day to quit and filled out a form because there wasn't a manager there. And they said one would call or something. well that never happened, so they kept charging me $65 a month and I wasn't even near them anymore. Well I lost the card that the gym was charging in a separate accident, but the good thing is they couldn't charge me. But guess what's happening now? Now they have a collection agency coming after me! It's like we're in the twilight zone.

  Business response

  10/28/2022

  To whom it may concern,

  
  We understand this members frustration and apologize for any inconvenience. We do not have any record of this member requesting to cancel, that said all cancellations are processed online through the Member Portal, MyiClubOnline. It looks like this member is in Return For Collection after his payment method expired as of 3/23/2022 and he stopped making payments. That said, the club reached out to him on 4/5/22 via text message because he was past due. The member never responded nor did he take action and therefore was sent to Return For Collection by our billing company. 

  
  In order to resolve the status of this account, we will need the member to contact the club in regards to his past due payments. For any questions or concerns, please email our ************* team at *************************************************************************.

  Customer response

  10/28/2022

   

   

  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 rejections comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  There was no member portal when I was a member. 

   

  I called and filled out a form in person.

  I think they're lying.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *******

   

   

  Business response

  11/10/2022

  To whom it may concern,

  
  I understand this member's frustration and apologize for any inconvenience. Unfortunately, we dont have any documentation of this members cancellation request. If the member has any documentation of the cancel request, we would be happy to investigate further.  
  
  Our General Manager spoke on the phone with this member as of 11.9.22 and explained that without any form of documentation of the cancellation, we are unable to submit a refund. To accommodate the member, we are waiving all of the past dues totalling $89.99, as well as waiving any remaining late fees and service charges thus removing him from the Return for Collection status. In addition, were processing an immediate cancellation to the account and waiving the 30 day notice, so the member won't be responsible for any additional billing. Also, we are offering an eight months of free membership credit to go towards the member, or a friend of their choice. The General Manager sent him a follow up email shortly after their phone call, detailing everything above. 
  With cancellations before September 2021, we did require members to complete a cancellation form in the club. At that time, when a cancellation form is completed, signed and dated, it is automatically saved to the member profile, as well as emailed to the member with the contact information on file. This goes for the cancellation process online as well which began in October 2021. We do not have a record of a request to cancel nor a completed cancellation form on file. If the member has any documentation of the completed cancellation or cancel request, we would be happy to investigate further. For any questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We enrolled in fitness coaching in January. After few sessions we decided to not continue with future renewals and just finish with the engagement. Even after informing fitfactory team multiple times over phone and even personally at their requested appointed time, they charged us renewal fee. They intentionally made us contact them multiple times causing us stress and useless trips. They are still unresponsive

  Business response

  04/11/2022

  To Whom it may concern, 

  
  I understand this members frustration and I am happy to share our resolution. 
  Per our policy, we do ask members to complete a Personal Training cancellation form. I understand the member spoke with the coach via text messaging. Our Fitness Director and Regional Programs Director reviewed phone records and it does not appear we have a request from the member to cancel prior to 3/25/22. 

  
  The member has charged back the most recent payment - we will not dispute the chargeback or collect the invoice that was charged back. That said, if the funds do come back to us, we would refund the payment immediately. In addition, we are offering two free Personal Training sessions to accommodate this member. We do understand that the level of service they received is not to our standards and we will use this as a training opportunity. For any questions or concerns, please email our ************* team at *************************************************************************.
  

  
  

  Customer response

  04/11/2022

  [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

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for membership with personnel trainer, and the membership was suppose to be ***** a month than is was suppose to be ****** what they did not tell me was that they would be taking ****** plus the ****** out of my account! And I have yet to use the the facilities. I told that I wanted to close account and I was told that I would have to pay ****** to close account! They are holding my account hostage. I called the my bank and we fixed some of what is going on in my account, but as of today they have again taken out ******.

  Business response

  01/28/2022

  To Whom it may concern, 

  The contact information provided does not match with a membership, that said the screenshot provided has the name of a member who has submitted a complaint already through North Attleboro. I understand this members frustration and I am happy to provide some clarity including our response from the other complaint.

  
  I understand the General Manager assisted this member with his Personal Training cancellation at the beginning of January, with the Fitness Directors approval. The member was aware of the 30 day notice requirement at the time of the cancellation and signed off. All policies are stated on member agreements as well as the cancellation document. The member expressed how he is busy with work and has not been able to use the sessions. Our General Manager assured him that the sessions will be in his account and he will be able to use them when hes ready. He confirmed that he wanted to keep his membership and only wanted to cancel Personal Training. The member then called the club and was upset about the Personal Training charge and said he had no money. The General Manager apologized and reminded him of the final charge due to the 30 day notice for Personal Training. Per our policy noted on all agreements, members are responsible for any dues that fall within those 30 days. 

  
  Prior to the Personal Training cancellation, our Fitness Director has been contacting the member through email and has been calling - he was also aware of the members busy schedule due to work. He had trouble setting the member up with a coach and originally had him set up with a coach who is available on Sundays, however the member kept canceling the day of his sessions. Then, the Fitness Director tried to set him up with a late night coach, and he eventually turned that down as well. To accommodate the member, the first payment date of 12/02 was pushed out due to the fact that he was waiting to get paid prior to being charged for the sessions, then 12/28 was his scheduled monthly billing date moving forward. 
  The member has been given directions and walked through on how to cancel his membership but has not taken action to complete the cancellation. He has been told about the 30 day notice policy for both his Premier membership and Personal Training. The members Personal Training agreement has been canceled but he has not yet submitted his cancellation online for the Premier membership. The General Manager spoke with him again and the member is aware of why he is receiving these charges and the necessary steps he needs to take in order to cancel the Premier membership. For any other questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I signed a contract for Fit Factory I was not given the correct information and that ****** would be taken out of my account after promotion ended, but they have taken so far ******. When I went to cancel the account with Fit Factory they told me that I had to pay a discharge fee of ******, I have not use the facility not once or their personal trainer. I should not have to pay for a membership that I have not use and also have to pay a discharge fee for a Gym that was not use. They are holding my account hostage not letting me terminate my account with them

  Business response

  01/28/2022

  To Whom it may concern, 
   I understand this members frustration and I am happy to provide some clarity.

  
  I understand the General Manager assisted this member with his Personal Training cancellation at the beginning of January, with the Fitness Directors approval. The member was aware of the 30 day notice requirement at the time of the cancellation and signed off. All policies are stated on member agreements as well as the cancellation document. The member expressed how he is busy with work and has not been able to use the sessions. Our General Manager assured him that the sessions will be in his account and he will be able to use them when hes ready. He confirmed that he wanted to keep his membership and only wanted to cancel Personal Training. The member then called the club and was upset about the Personal Training charge and said he had no money. The General Manager apologized and reminded him of the final charge due to the 30 day notice for Personal Training. Per our policy noted on all agreements, members are responsible for any dues that fall within those 30 days. 

  
  Prior to the Personal Training cancellation, our Fitness Director has been contacting the member through email and has been calling - he was also aware of the members busy schedule due to work. He had trouble setting the member up with a coach and originally had him set up with a coach who is available on Sundays, however the member kept canceling the day of his sessions. Then, the Fitness Director tried to set him up with a late night coach, and he eventually turned that down as well. To accommodate the member, the first payment date of 12/02 was pushed out due to the fact that he was waiting to get paid prior to being charged for the sessions, then 12/28 was his scheduled monthly billing date moving forward. 
  The member has been given directions and walked through on how to cancel his membership but has not taken action to complete the cancellation. He has been told about the 30 day notice policy for both his Premier membership and Personal Training. The members Personal Training agreement has been canceled but he has not yet submitted his cancellation online for the Premier membership. The General Manager spoke with him again and the member is aware of why he is receiving these charges and the necessary steps he needs to take in order to cancel the Premier membership. For any other questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fit Factory requires a 30 day notice for cancellations, I feel this is unreasonable during a Covid pandemic which recently includes an extremely contagious new Omnicon variant. My 15 year old son signed up online for a membership. They charged me a $40 enrollment fee and $22 for the monthly fees. But when I went to cancel in the second month they charged me $70.78 for an annual fee for the following month of January per their 30 day policy for a membership that lasted 2 months. I feel the annual fee is unreasonable and I ask for it to be waived and I be reimbursed.

  Business response

  01/10/2022

  To Whom it may concern, 

  
  I understand this members frustration and hope to provide clarity in regards to our policies. When the member joined, the agreement stated the enrollment fee of $29 as well as the monthly dues of $10.99, for a total of $39.99. Fit Factory does require a 30 day notice for cancellations, this is stated on the member agreement which is automatically emailed after joining. Members are responsible for any payments due within the 30 days of the cancellation notice - these must be paid in order to cancel. The Annual Fee was due on 12/30, the second month of membership which is also stated on the agreement. This is why there was a charge for the Annual Fee of $59.99 and membership fee of $10.99, for a total of $70.98. The member is responsible for those payments, therefore not eligible for a refund. 

  
  In addition, our website does not allow minors to sign up for a membership. The date of birth must be that of someone who is 18 years or older. The member entered a false date of birth in order to meet the age requirement. The General Manager has emailed the members father a screenshot of the members profile, a screenshot confirming he did sign up for his membership from home, and a screenshot of these fees from the member agreement. In addition, the General Manager provided instructions for our online cancellation and the agreement is currently pending cancellation. Please email our ************* team at *************************************** if you have any questions or concerns.
  

  
  

  Customer response

  01/10/2022

  [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. However i think they should require an ID to enforce their own policy. 
  
  Regards,
  
  ***********************

• Initial Complaint

  11/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for personal training. Trained for years in *******. Remained paying as gym shut down for COVID-19 accruing months paid without use of product. Eventually I suspended payment till June 2021 to make up all the months I had paid for with company. Started training for a few weeks in foxboro when the gym finally re opened after COVID-19 however had to move to **********, *** and with North Attleboro being closer had to switch gyms. I still have free sessions to make up (currently as well) so we looked for a trainer. Head trainer ****** was unable to provide me with one right away but had put me down to get me a trainer to my liking. He had even sent me an email telling me had not forgotten about me and was still looking for me. I saw him for months. They are short staffed with less than qualified trainers open despite employing some outstanding ones, they are typically booked and take some time to open. We maintained a good relationship saying hi as I walked in. And both him and myself werent ******* to get me to train with someone I would not see results with or have a schedule that wouldnt work for me having a two year old and a baby in June 2020 during COVID-19. Since my account was suspended there was little urgency both sides to rush a deal but being a regular of sorts they were going to let me know when they found a more ***** serious type trainer as most of the staff is less qualified than I was in the area and I will only pay for an expert or someone who matched a personality to get the best out of me. Now in May, I approached the gym manager seperate from training and asked about my account. ***** and a trainer up front ensured me since I had not been training and hadnt reactived training, my account would remain inactive. It didnt. When I found my account negative last month I went to them with the mistake. ****** couldnt believe I was being charged. Agreed. Helped me cancel to avoid charges. Told me he would refund. Still nothing and no help.

  Business response

  11/19/2021

  To Whom it May ********************* understand this members frustration and have connected with them to resolve the matter. Our Fitness Director at our North Attleboro club had encouraged the member to provide any email exchanges in which he mentioned needing his account to remain frozen for reference. We had not received any record of communication from the member. Our Fitness Director had not double checked the members account when they first met, therefore he did not remind the member the Freeze would be ending in June. That said, the member had been contacted multiple times through email about returning to the club by our Foxboro Fitness Director, however he had not replied.

  
  The member was refunded for the 10/28/21 charge of $324 on 11/12/21. The North Attleboro Fitness Director did connect with this member to discuss his concerns and was informed of the refund. I understand he was also informed he still has Personal Training sessions to make up with his former trainer, who is now back in Foxboro. The member confirmed he was satisfied with the state of his membership and the circumstances have been resolved. For any further questions or concerns, please email our ************* team at *************************************** or give us a call at the club.

  Customer response

  11/22/2021

  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. 

  I believe that that the conversation I had with ****** had been more clear. He was to refund me for the 4 months as I still am owed from pre COVID, on top of the 4 months.  Im very confused as to why I now get one month back in pay when Im owed for 4 plus a previous balance they were unable to honor. The person who sent me emails from the other gym, I would have never stopped using my sessions, if I was a multi access member I would have been able to stay with foxboro and never stopped training. would have never been an issue. 
  

  I have all the emails ****** has sent me about not forgetting about me or looking to see what trainers open. He was never able to get me up and running at his gym. This is a shame. What a horrible look for them. Especially as I was really happy with this gym for so long. I was told Im being refunded up to last months. Sat down with him im house did a real cancel  he says one thing and does another  coming out of Covid with two little ones **** is a big deal and this put my account negative  my branch isnt open outside appointment and I will not accept this result changing. 

   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
  FAQ
  
  Regards,

  ******

   

   

  Business response

  11/29/2021

  To Whom it May ********************* are doing the best we can to provide accommodations for this member. The member requested to Freeze his account in February 2021 with a start date of 3/18/2021. The Freeze was set to expire in June of 2021 in which billing was resumed. The Fitness Director in Foxboro emailed the member on 6/2/2021 with a reminder that his billing will begin again on 6/18/2021 and requested the member to reply back to schedule his sessions. Additionally, he offered the member the opportunity to train at our North Attleboro club instead of the Foxboro despite the member not having ********** access. The member did not reply to the email. Since then, we have not received a written request to cancel. On 11/2/21, the member met with our North Attleboro Fitness Director and completed a cancellation form and his services have since been cancelled. As a courtesy, we refunded his most recent payment in October due to the high amount of credits available to use from the time the club was closed during COVID. 

  
  If the member has a record of a request to Cancel after his Freeze we would be happy to retroactively Cancel his agreement and refund those months - however the member must provide the documentation to our ************* team at *************************************** as soon as possible. For any further questions or concerns, please email our ************* team at *************************************** or give us a call at the club.

  
  

  Customer response

  04/25/2022

  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. 

  During the pandemic I agreed to be charged monthly to help ensure the arrangement with my trainer as so we could continue once the club reopened. Eventually they stopped taking out money as the club was to be remained closed. Once reopened the club had started to get me working out the sessions owed and all was well. I had moved so I would only go to that gym (foxboro) for training and I would work out in north Attleboro location as I live in ************ and saved me 15 mins on an already further drive. 
  
  Until they had told me that I did not have multi club access and would no longer let me continue working out in foxboro. So I was put on with their pt director ******. He was to schedule me with a trainer. He didnt have anyone available for my times and told me that since I wasnt being charged we agreed to be a patient until something opened up. I was patient. Until I was alerted from my bank that I was in the negative. Apparently. They had started to charge me months earlier. And I found out on the first of the month with a bounced rent check that eventually led to an eviction filing for my rental. (We moved before the court process.)
  
  We then consulted you guys and was told that I was refunded* for one month and that they would get me a trainer to work off the other months paid. Neither has happened. I have saved everything from text messages to emails from ******. Him telling me I wasnt going to be charged as my account is on hold to him being unable to find someone with my work schedule at the moment. 
  
  Since then. I was told in writing that I both now have multi club access to I always had multi club access. Which if i always had it I would not be in this predicament in the first place. Ive cancelled my pt just In case but am owed sessions that I have been trying to use. My old trainer is only part time now and they cant work with my schedule (though now more open) as they have a influx of people. My last contact was with **** this morning about the refunded check that Im still yet to recieve for the month from my previous bbb complaint. They used the change of address as an excuse as to sending it to the wrong place and being able to refund it. Yet when I moved I updated it over the phone and in their system the same week. 
  
  Once again I have saved all contacts about getting sessions in north Attleboro. Who I have talked to and all emails and text messages from ****** and I. Fit factory has claimed that I was alerted via email that I was being charged at the time. Their was only one the month of me finding out located in my spam box from ***** that I was being charged but he noticed I was using my account. 
  
  I am requesting a full refund. For all payments missed. I will be filling with the attorney general today as well as recontacting my lawyer. I am going to file a hardship claim for things I was unable to pay during this time period based on my account being drawn into the negative.
  
  Thank you,
  ****** walsh  

  Business response

  05/03/2022

  To Whom it may concern, 
  We are happy to provide the details of our resolution for this member. Our General Manager spoke with this member on April 22, 2022 and is still waiting on the member to reply via email with the best times for him to train so we can set him up with a trainer to make up sessions. We have not heard from the member and need him to reply in order to move forward. Our Fitness Director has also tried to help with getting him set up with a trainer and the trainer reached out to the member and hasn't received a response yet either. 

  
  The members original refund was returned because he didn't have his current address on file. We sent him a check for the refund, but it was never received. Our General Manager gave him a call at the end of March to confirm his address and he gave his new address. We have processed a new refund for him and it's being sent to the new address. status of the reissued check and it has not made it to him yet, therefore has not been cashed. Estimated arrival of the reissued check is at the beginning of next week.
  The remaining training sessions that he paid for unfortunately aren't able to be refunded. As of 4/29, the General Manager has reached out through email and our trainer has reached out through text, neither have received a response to book his sessions. For any questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member here for 2 and a half years. In recent months more and more babysitting availability has been removed and now no babysitting is offered at night. I pay for the top membership because of amenities like this. Due to this I am canceling my membership. I was told best case scenario this would be reevaluated in the winter months.I paid my yearly fee of $74.99 in August. My only request was a prorated refund of this based on amenities I signed up with having been removed. I was shut down and told that the only two options I had was 1) lower my membership to the lowest membership to save money or 2) stay with the current membership and see how childcare pans out.

  Business response

  11/09/2021

  To Whom it May ******************** understand your frustration and hope to provide some clarity. In regards to the adjustments in Kids Room hours, while these changes may not be ideal for everyone, we have researched and discussed the circumstances. After an assessment of the low usage, we have made the challenging decision to scale back on hours temporarily. We appreciate your patience and understanding. All member feedback is passed along to upper management for consideration as we re-evaluate the hours for the Winter. 

  
  In addition, on 8/9/21 this member owed their Annual Fee of $49.99 as well as their regular monthly dues of $24.99 for a VIP Elite membership. While we are unable to provide a refund for the Annual Fee as the member is responsible for those dues, our General Manager offered a couple accommodations to downgrade the membership and waive the downgrade fee or provide a month of our Premier level membership for free, valued at $49.99 a month. After the member confirmed he was cancelling, the General Manager also let him know if he were to return in the future, we'd be happy to credit him a free month. For further questions or concerns, please email our ************* team at ****************************************

*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. ↩