ComplaintsforFit Choice

• Initial Complaint

  11/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started going to FitChoice 24/7 in Roslindale in September 2019. It was a one-year contract and expired. I re-upped and was lead to believe it was for another 1 year term. FitChoice continued to charge me after that year was up, and charged me up until August 2021 when my card expired and they couldn't anymore. Now, there is a collection agency asking me to pay them.I obviously should have cancelled my membership earlier, but I moved, have changed jobs, etc. in the meantime and have had bigger things on my plate. I did try to contact the business through their "contact us" on their website, and by calling, and received no response with either method. I finally got a response on ******** telling me that certified mail is the only way to cancel a membership.All of this is indeed outlined in the contract, which the business owner happily informed me. While this is true, I believe the terms of the contract are perhaps not aligned with better business practices. I believe they're doing basically what Boston *********** did, for which they were penalized. I don't want FitChoice to go under, but I would like to be refunded for the months after my contract should have expired, and I would love for them to never contact me again including through Twin Oaks, their collection agency of choice.

  Business response

  11/24/2021

  We at FitChoice pride ourselves on having transparent business practices. As a small business, we can not afford to create antagonistic relationships with members. We go out of our way to try to find solutions to issues and yet we had limited dialogue about this particular issue before ************ started this campaign to disparage our reputation.
  

  The bottom line here is that all clients sign a contract which clearly states an auto renewal and our very clear cancellation policy. We have included a copy of the contract for reference. The contract is also posted on our public website for anyone to reference the language. After contacting us about the charges just this past week, she was reminded to send in a cancellation letter. She at no time requested a refund and instead, upon hearing that we
  needed a cancellation letter, decided to file this complaint and post negative reviews of the business. As of today, we still haven't received the cancellation letter.

  Regarding the "collection agency", we have a 3rd party company that handles our billing and we know for certain that there are multiple communications sent prior to them calling in "collections". At the end of the day, we do our best to make sure we meet the contract requirements and we expect the adults who choose to join this gym to do the same. It is not our responsibility to remind people that they have a membership. Though we understand that people get busy, she clearly states that she "...should have cancelled...but had bigger things" on her plate. Blaming us and our business practices for how this has unfolded is misplaced.
  

  
  
  
  

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