ComplaintsforOnelife Fitness

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We absolutely did not sign up for a year membership. We knew we weren’t going to be in Frederick for more than a couple months and intentionally signed up for month to month knowing we were going to soon cancel. The salesman was told upfront that both me and my wife were leaving for Florida in 3-2 months and needed a month to month membership. He told me verbatim that we could cancel at anytime with no additional payment and that it was month to month. I had him assure me that it would not be a long term contract and that there were no fees for canceling. I even brought up i would just pay daily to come when i want if that was the case. As well we specifically chose the lowest tier membership because the salesmen said we could cancel at anytime without a penalty or fee & as we were signing up we were never shown the contract just asked to sign. Clearly this was either a mistake or fraudulent by the employee and company. When i brought this to the Attention of the company all they said is they are not at the point of sale so they have no measures of knowing. How is there no accountability of lying to the consumer.

  Business response

  11/18/2023

  ******* did sign a one year agreement. see attached. Requested to cancel 7/21/2023 because of move out of state which we allow with proof of relocation. Did not provide until 10/27/2023 email exchanges below

  From: Member Services <*********************************>
  Sent: Sunday, July 23, 2023 6:38 PM
  To: *********************** *************************
  Cc: ******************** **********************
  Subject: Fw: Cancel membership/MNF58555
   
  *******,
  
  Thank you for contacting Onelife Fitness Member Services.  
  
   
  
  Per your signed membership agreement, you signed up for 12 months of dues billing, with 9 months remaining (we have attached a copy of your membership agreement for your review).
    
  
  If you are relocating 25+ miles away from the home address on file, we can cancel your membership, effective 09/01/2023, with proof of relocation.  Anything that shows you have relocated will work (new lease, driver’s license, utility bill with your new address).  You can attach that to this email as a PDF or JPEG file.  Proof of relocation must be received by 07/31/2023 to ensure that August is your final month.  
  
   
  
  If you are not relocating:  You can cancel by paying a buyout fee of $149.97.  The payment confirmation must be made by 07/31/2023 to avoid August dues. We will then charge the credit/debit card on file and cancel the membership effective 08/01/2023.  
  
   
  
  If you are canceling for medical reasons, or military relocation: We can cancel your membership at the end of this month, with no further charges.  Military relocation or medical reason requires documentation (military orders or signed doctor's note).  You can attach your documentation to this email as a PDF or JPEG file.  
  
   
  
  Please reply to this email to let us know what you would like to do!    
  
  
  Sincerely, 
  
  Jenna/Member Services 
  
  
  
  From: ****** ****** **********************
  Sent: Friday, July 21, 2023 3:09 PM
  To: Member Services <[email protected]>
  Subject: Re: Cancel membership/MSF25790
   
  To whom it may concern,
  
  My husband is not on my membership, he has his own which is why I provided his information. We absolutely did not sign up for a year membership. We knew we weren’t going to be in Frederick for more than a couple months and intentionally signed up for month to month knowing we were going to soon cancel. Please cancel both our memberships or get me in contact with someone who can. Thank you. 
  
  Thanks,
  ****** ****** **********
  On Jul 21, 2023, at 2:31 PM, Member Services <[email protected]> wrote:
  
  ?
  *******
  
   
  
  Thank you for contacting Member Services!  
  
  
  
  We could not locate ******* on your membership. Please have him email us so we can assist him with his membership.
  
  
  
  Per your signed membership agreement, you signed up for 12 months of dues billing, with 9 months remaining to fulfill your term.  Which we’ve set to cancel at the end of your term. 
  
   
  
  If you are relocating 25+ miles away from the home address listed on your agreement at the time of joining, we can cancel your membership at no cost with proof of relocation.  Anything that shows you have relocated will work (new lease, driver's license, utility bill with your new address. Please note that we do not accept airline tickets or travel itineraries.  You can attach that to this email as a PDF or you can fax it to us at ###-###-####, attn: member services.  Proof of relocation must be received by July 31st to ensure that August is your final month and charge. 
  
   
  
  If you are not relocating:  You can cancel by paying a buyout fee of $149.97.  The payment confirmation must be made by July 31st to avoid August dues. We will then charge the credit/debit card on file and cancel the membership effective 07/31/23. 
  
   
  
  If you are cancelling for medical reasons, or military relocation: We can cancel your membership at the end of this month, with no further charges.  Military relocation or medical reasons require documentation (military orders or signed doctor's note).  You can attach your documentation to this email as a PDF, or you can fax it to us at ###-###-####, Attn: Member Services. 
  
  Please reply to this email to let us know what you would like to do!    
  
  Sincerely,                            
  
  Hope 
  
  Member Services 
  
  
  From: ****** ****** **********************
  Sent: Friday, July 21, 2023 12:04 PM
  To: Member Services <[email protected]>
  Subject: Cancel membership
   
  Hello,
  I submitted a forum on your website maybe 2 weeks ago about cancelling mine and my husbands memberships due to moving out of state. I just wanted to see if I could get an update on that process as I have not heard anything back. I appreciate your help!
  
  Membership info:
  ****** ****** ************ ******* ****** ************
  
  Thanks,
  ****** ******

  medical document from FL
  
  From: Member Services <[email protected]>
  Sent: Friday, October 27, 2023 8:45 AM
  To: ******* ****** *************************
  Subject: Re: Fw: Cancel membership/MNF58555 & MSF25790
   
  ******* and ******,
  
  Congratulations on the new baby.
  
  The October 2nd debit will be your last charge and your membership will be cancelled effective 11/01/2023. We did not receive any proof of relocation prior to October therefore no refund is due.
  
  
  
  Sincerely,               
  
  Jessica
  From: ******* ****** *************************
  Sent: Thursday, October 26, 2023 1:05 PM
  To: Member Services <[email protected]>
  Subject: Re: Fw: Cancel membership/MNF58555
   
  
  There is no reason I should be paying for both my wife’s and i membership for the past 4 months. That’s ridiculous. I haven’t even been there. I need both canceled and I need my payments from the last 4 months to cover that.
  
  Especially because I was lie to by your salesman which the bbb is getting involved in
  
  
  On Tue, Oct 17, 2023 at 12:56 PM Member Services <[email protected]> wrote:
  *******,
  
  Per your signed membership agreement, you signed up for 12 months of dues billing, with 6 months remaining to fulfill your term.  
  
   If you would like to go forward with cancelling, the policy is below:
  
  If you are relocating 25+ miles away from the home address listed on your Sport and Health agreement at the time of joining, we can cancel your membership at no cost with proof of relocation.  Anything that shows you have relocated will work (new lease, driver's license, utility bill with your new address).  You can attach that to this email as a PDF or you can fax it to us at ###-###-####, attn: member services.  Proof of relocation must be received by October 31st to ensure that November is your final month and charge.
  
  If you are not relocating:  You can cancel by paying a buyout fee of $149.97.  The payment confirmation must be made by October 31st to avoid November's dues. We will then charge the credit/debit card on file and cancel the membership effective 10/31/2023.
  
  If you are canceling for medical reasons, or military relocation: We can cancel your membership at the end of this month, with no further charges.  Military relocation or medical reason requires documentation (military orders or signed doctor's note).  You can attach your documentation to this email as a PDF, or you can fax it to us at ###-###-####, Attn: Member Services.
  
  Please reply to this email to let us know what you would like to do!    
  
  Sincerely,                                        
  Harold                                    
  Member Services          
  From: ******* ****** *************************
  Sent: Monday, October 16, 2023 8:24 PM
  
  To: Member Services <[email protected]>
  Subject: Re: Fw: Cancel membership/MNF58555
   
  I canceled this for both me and my wife but have still been being charged over the past 3 months
  
  On Tue, Jul 25, 2023 at 2:00 AM Member Services <[email protected]> wrote:
  *******,
  
  We have multiple membership options, and our sales staff is trained on all of these. Since we are not at the point of sale, we cannot directly address what might have been discussed during the sales process. We can only base our decision on the terms and conditions of the contract that you signed.
  
  
  
  Please attach your proof of relocation for Florida as a PDF so we can process your cancellation request.
  
   
  
  Thank you! 
  
   
  
  Sincerely, 
  
  Hope  
  
  Member Services 
  
  
  From: ******* ****** *************************
  Sent: Sunday, July 23, 2023 6:44 PM
  To: Member Services <[email protected]>
  Subject: Re: Fw: Cancel membership/MNF58555
   
  As well we specifically chose the lowest tier membership because of this reason & as we were signing up we were never showed the contract just asked to sign. Clearly this was either a mistake or fraudulent by your employee and company.
  
  On Sun, Jul 23, 2023 at 6:43 PM ******* ****** ************************> wrote:
  I told the guy upfront that I was leaving for Florida in 3-4 months and needed a month to month membership. He told me verbatim that we could cancel at anytime with no additional payment and that it was month to month.
  
  If you don’t allow both me and my wife to cancel we will contact the BBB and you will hear from my lawyers.
  
  All the best,
  ******* ****** 
  
  On Sun, Jul 23, 2023 at 6:38 PM Member Services <[email protected]> wrote:
  *******,
  
  Thank you for contacting Onelife Fitness Member Services.  
  
   
  
  Per your signed membership agreement, you signed up for 12 months of dues billing, with 9 months remaining (we have attached a copy of your membership agreement for your review).
    
  
  If you are relocating 25+ miles away from the home address on file, we can cancel your membership, effective 09/01/2023, with proof of relocation.  Anything that shows you have relocated will work (new lease, driver’s license, utility bill with your new address).  You can attach that to this email as a PDF or JPEG file.  Proof of relocation must be received by 07/31/2023 to ensure that August is your final month.  
  
   
  
  If you are not relocating:  You can cancel by paying a buyout fee of $149.97.  The payment confirmation must be made by 07/31/2023 to avoid August dues. We will then charge the credit/debit card on file and cancel the membership effective 08/01/2023.  
  
   
  
  If you are canceling for medical reasons, or military relocation: We can cancel your membership at the end of this month, with no further charges.  Military relocation or medical reason requires documentation (military orders or signed doctor's note).  You can attach your documentation to this email as a PDF or JPEG file.  
  
   
  
  Please reply to this email to let us know what you would like to do!    
  
  
  Sincerely, 
  
  Jenna/Member Services 
  
  
  
  From: ****** ****** **********************
  Sent: Friday, July 21, 2023 3:09 PM
  To: Member Services <[email protected]>
  Subject: Re: Cancel membership/MSF25790
   
  To whom it may concern,
  
  My husband is not on my membership, he has his own which is why I provided his information. We absolutely did not sign up for a year membership. We knew we weren’t going to be in Frederick for more than a couple months and intentionally signed up for month to month knowing we were going to soon cancel. Please cancel both our memberships or get me in contact with someone who can. Thank you. 
  
  Thanks,
  ****** ******
  **********
  
  On Jul 21, 2023, at 2:31 PM, Member Services <[email protected]> wrote:
  
  ?
  ******,
  
   
  
  Thank you for contacting Member Services!  
  
  
  
  We could not locate ******* on your membership. Please have him email us so we can assist him with his membership.
  
  
  
  Per your signed membership agreement, you signed up for 12 months of dues billing, with 9 months remaining to fulfill your term.  Which we’ve set to cancel at the end of your term. 
  
   
  
  If you are relocating 25+ miles away from the home address listed on your agreement at the time of joining, we can cancel your membership at no cost with proof of relocation.  Anything that shows you have relocated will work (new lease, driver's license, utility bill with your new address. Please note that we do not accept airline tickets or travel itineraries.  You can attach that to this email as a PDF or you can fax it to us at ###-###-####, attn: member services.  Proof of relocation must be received by July 31st to ensure that August is your final month and charge. 
  
   
  
  If you are not relocating:  You can cancel by paying a buyout fee of $149.97.  The payment confirmation must be made by July 31st to avoid August dues. We will then charge the credit/debit card on file and cancel the membership effective 07/31/23. 
  
   
  
  If you are cancelling for medical reasons, or military relocation: We can cancel your membership at the end of this month, with no further charges.  Military relocation or medical reasons require documentation (military orders or signed doctor's note).  You can attach your documentation to this email as a PDF, or you can fax it to us at ###-###-####, Attn: Member Services. 
  
  Please reply to this email to let us know what you would like to do!    
  
  Sincerely,                            
  
  Hope 
  
  Member Services 
  
  
  From: ****** ****** **********************
  Sent: Friday, July 21, 2023 12:04 PM
  To: Member Services <[email protected]>
  Subject: Cancel membership
   
  Hello,
  I submitted a forum on your website maybe 2 weeks ago about cancelling mine and my husbands memberships due to moving out of state. I just wanted to see if I could get an update on that process as I have not heard anything back. I appreciate your help!
  
  Membership info:
  ****** ****** ************ ******* ****** ************
  
  Thanks,
  ****** ******
  
  
  Member Services  |
  
  Onelife Fitness
  
  [email protected]
  
  
  
  This email message may contain legally privileged and/or confidential information. If you are not the intended recipient(s), or the employee or agent responsible for delivery of this message to the intended recipient(s), you are hereby notified that any dissemination, distribution or copying of this e-mail message is strictly prohibited. If you received this message in error, please do not read it, immediately notify the sender and delete this e-mail message from your computer.
  
  

  Customer response

  11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: This problem is about the fact that upfront i was told by the salesman i could cancel at any point in time. I told him me and my wifes plans and made sure to ask him if we could cancel at anytime within the next 6 months without an additional fee. in which he promised me. Then he had us sign something without even seeing the contract.

   

  If that isn't predatory behavior i dont know what is. Im sure they have cameras, i would love for them to pull the tapes from those days.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a gym membership on Aug 22. The website listed a kids club that was available to provide childcare while I exercised, I even paid for a kids membership ($14.99 a month) when I signed up. I went in to the gym yesterday to meet with a trainer and at the end of the meeting, I asked about the kids club and was told that the kids club no longer existed. I specifically chose this location to the proximity (I planned to drop my other child off at school which is less than a mile from this location.) When I explained this to the trainer, he gave me the email for customer service for One Life. I emailed yesterday to cancel my membership and got a response from Customer Service stating I signed up for a 12 month membership and I could only cancel if I paid a $89.97 cancellation fee. If OneLife cannot fulfill the agreement in the contract, I should not have to be held responsible for the contract either since I’m not getting the service I signed up for. I’m asking for cancellation of my membership along with refund of my $74.97 that was charged.

  Business response

  09/29/2023

  We closed our kids club in July. Member signed up online and we have corrected our online issue. Member Cancelled and a full refund was issued 10 days after ******* initially signed up as a member. 

*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. ↩