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:03/07/2024

  Type:Service or Repair 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.

  This gym charges an annual $20 fee to use a credit card PLUS $2 a month processing charge. This is illegal in ************* and seems like it ought to be a class action law suit.

  Customer Answer

  Date: 03/18/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/21/2024

  To whom it may concern,

  This person is referring to our one-time $20 credit card processing fee that is charged once upon signing up. While we do require an Annual Fee of $59.99 once per year in the members second month of membership, this is done regardless of payment method, and is separate from our $20 one-time processing fee for credit cards. 

  Customer Answer

  Date: 03/21/2024

  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. 

  As stated in my original complaint, this gym charges $20 to use a credit card for payment AND charges a $2 monthly surcharge for using a credit card which is illegal in *************.
  
  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

  Date: 04/09/2024

  To whom it may concern,

  
  We want to reiterate that we have a processing fee on all payment plans, that said we do offer a discount for members who choose to pay by checking (ACH). Additionally, we offer a $2 discount for monthly dues on all memberships using ACH. This is not a surcharge.

  We are working on updating our  language to make this information more clear on our website. If you have any further questions or concerns, please feel free to email our ************* team at *************************************************************************.

  Customer Answer

  Date: 04/10/2024

  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. 

  I was told by an employee that the $20 annual fee and $2 monthly fee are both surcharges for using a credit card. Section 28A makes this all clear. Since alternatives aren't disclosed clearly and conspicuously, I don't see how this is legal in *************. At any rate I'm I'll be dropping my membership soon. It's horrible to feel like we are being taken advantage of. 

  
  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,

  ****

   

   

• Initial Complaint

  Date:08/24/2023

  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.

  I knew that my annual membership was coming up on 8/1. Therefore, I wanted to cancel my membership prior to 8/1 to avoid an annual fee.When I talked to the manager of the club, I was told I still needed to pay for not only the month of August but the annual fee as well.This is very poor business and not a way to treat a customer who has been a loyal member.

  Business Response

  Date: 08/28/2023

  To Whom it may concern,

  
  I understand this member downgraded her membership on 7/5/2023 for a FIT membership. All membership agreements outline our cancellation policy stating members are responsible for any payments due within 30 days of their request to cancel. The agreement also states the annual fee will be billed on 8/31/2023 and then annually thereafter. In order for the member to avoid any August payments, she would have needed to request to cancel prior to 7/31/2023. The member did not call the club about her request to cancel until 8/24/2023 and there is no record of a request to cancel prior, therefore she is not eligible for a refund. 

  
  For any questions or concerns, please email our ************* team at *************************************************************************.
  

  
  

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair 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.

  On August 18, 2022 I cancelled my membership with fit factory. I stopped in to the facility to cancel and they told me they would send an email for cancellation. I went home and completed the cancellation. I was told I would be charged one additional month, the month of September, even though I cancelled on the first of August and my billing cycle was on the 18th of the month. On October 18th I was billed not only a monthly fee but also the yearly fee. I was told I must not have completed the cancellation process and it happens all the time. I find it hard to believe that so many people could all have the same issue with cancellations.

  Business Response

  Date: 10/28/2022

  To whom it may concern,

  
  We understand this members frustration and apologize for any inconvenience. In this complaint, the member states she completed the cancellation process. That said, in order to complete a cancellation members must complete it online through their MyiClubOnline account. If this is the case, the member would have received an email confirmation confirming the cancellation.  
  I understand the General Manager was involved in getting the members account canceled manually on 10/18/2022 to accommodate. Additionally, the General Manager had mentioned to the member that if she had received an email confirmation detailing the cancellation, to please send a copy to his direct email and we would happily process a refund. Unfortunately, we haven't received anything from the member.

  
  For any questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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 have a personal training package that I had frozen for 3 months (October through December of 2022) priced at $200 per month, in addition to the monthly membership price I pay. I had it frozen June through August of 2022 and in order to continue the freeze for another 3 months, I had to pay for September 2022 which I did. The freeze for October through December was processed at the gym on August 1 2022 and I have the documents as back up. However on October 7th they attempted to process the $200 fee and then again on 10/13 resulting in $70 in fees being taken from my checking account by my bank. One I realized the attempt on 10/7 I spoke with ****** at Fit Factory in person on Monday 10/10 and he ensured me that it was an error on their end as they processed it at the gym but not with the 3rd party that handles the billing and it would be taken care of. I specifically noted that they would likely attempt to take the $200 again. I will be going to my bank to dispute and back to Fit Factory again today. Given the reputation for predatory practices that plague many gyms/gym companies, I have little hope that I will get a refund of the $70 and am concerned they will continue to attempt the$200 when the package is frozen until January of 2023.

  Business Response

  Date: 10/21/2022

  To whom it may concern,

  
  I understand this member's frustration and we are working to connect with this member on our resolution. A refund is currently being processed as the member was accidentally charged. Our Fitness Director tried calling the member, however he was unable to leave a message due to voicemail being full. That said, we are refunding the October charge and giving the member a month of training on us for the inconvenience. 

  
  We would love to connect with the member still and encourage her to give the Fitness Director a call back at the club. For any questions or concerns, please email our ************* team at *************************************************************************.

  Customer Answer

  Date: 10/27/2022

  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. 

   

  I did receive an email on October 18th from FitFactory and I appreciate the gesture of the free month of personal training and that they were issuing a refund for the $200 that was erroneously taken.  

   

  However, it has now been 9 days since that email and I have not received a refund either via check to my home address or as a credit to my bank account.  Also--a review of my payment history and account activity via the gym's website/MyiClubOnline (MICO) does not show any credit to the account or that a check/refund was processed.   

   
  
  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

  Date: 11/07/2022

  
  To whom it may concern,

  
  Refunds can take **** business days via mail. The check was scheduled to arrive on 11/2. For any questions or concerns, please email our ************* team at *************************************************************************.
  

  
  

• Initial Complaint

  Date:06/03/2022

  Type:Service or Repair 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.

  When Covid started, Fit Factory allowed gym members to freeze their membership in 3 month increments or cancel their memberships with no last month fee. I chose to freeze my membership in May 2020 and continued to do so every 3 months until April 2021 when I requested to cancel. I still did not feel comfortable attending the gym as there were still masks requirements in many establishments and mask requirements had not yet been lifted. Fit Factory decided at their discretion to charge me the last month fee when I was previously told I could cancel with no fees due to Covid. There were no covid date guidelines or policies on when the freeze/cancellation with no fee would end. The manager just decided that Covid was no longer a valid reason to cancel and he would not waive my last month fee of $29. It has now been reported on my credit as $79 as of 10/2021.

  Business Response

  Date: 06/13/2022

  To Whom it may concern, 

  
  We understand this members frustration and apologize for any inconvenience. We are happy to provide the details of our resolution. After looking into the members account further, we did see a total past due of $79.98 from 7/4/21 and 8/4/21 payments. We do require a 30 day notice for all membership changes, therefore the member would owe the 7/4/21 payment. Additionally, while the clubs were closed to COVID back in 2020 we waived the 30 day notice however our regular policies were in place when the clubs re-opened. This was stated on our website under the FAQ.

  
  That said, our General Manager reviewed the email exchange with past management and believes that our communication to the member was not to our standards therefore he is waiving the 30 day notice payment from 7/4/21 and sent a request to ****** Services at our billing company to have both past due payments removed from her account and for her to be removed from collections. The General Manager has called the member and left a voicemail for the member to return his call so he can explain this resolution to her. I understand the member replied via email letting us know she appreciates the General Manager taking the time to look into her experience and removing the charge from her account. 
  

  For any questions or concerns, please email our ************* team at *************************************************************************.

  Customer Answer

  Date: 06/13/2022

  [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,
  
  *************************