Complaints

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel my membership for several months now I am pregnant and have a cervical cerclage and cannot do the gym exercises that I normally do. I have contacted member services twice which I have proof and no one has responded. I called the store four times and each time I was told that a manager was going to cancel my membership since member services was not responding and nothing has happened. They charged me another $109.98 which caused my account to be overdrawn Andrew the general manager said he was going to put in a request for that money to be returned. It has not been returned and now I’m being charged an overdraft fee, I am thinking about pursuing legal action because this is causing emotional distress because I already have enough stress being pregnant. This is my fourth pregnancy. I’ve had three other losses and trying to get a membership canceled should not be this difficult and from reading the comments on this Better Business Bureau it looks like it’s a problem with OneLife, people sign up for these memberships and then when they’re ready to quit, you’ll try to scam them by ignoring the request and still charging them money. This is illegal and if my money is not back in my account by the end of this week, I will be sued pursuing legal action.

  Bureau response

  11/17/2023

  Talia *********
  *** ****** ***** *********** *** *****  
  
  Dear Talia *********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 11/15/2023 against OneLife Fitness.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Business response

  11/20/2023

  This has already been resolved. There was no initial request for a freeze on her membership, however, after speaking with her I decided to freeze her membership for 6 months at no cost moving forward and issued a refund for 2 months she was billed. The refund was processed by our corporate office on 11/15/23. It then showed up in her bank account on 11/17/23, which she confirmed when I spoke with her again on the phone, as refunds take 2-3 business days to be processed. This case should be closed. I believe she contacted you prior to her resolution being fully fulfilled. 

  Bureau response

  11/21/2023

  Talia *********
  *** ****** ***** ************* *****  
  
  Dear Talia *********:
  
  This message is in regard to your complaint submitted on 11/15/2023 against OneLife Fitness.  Your complaint was assigned ID *********   

  BBB has received a formal response from OneLife Fitness. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  This has already been resolved. There was no initial request for a freeze on her membership, however, after speaking with her I decided to freeze her membership for 6 months at no cost moving forward and issued a refund for 2 months she was billed. The refund was processed by our corporate office on 11/15/23. It then showed up in her bank account on 11/17/23, which she confirmed when I spoke with her again on the phone, as refunds take 2-3 business days to be processed. This case should be closed. I believe she contacted you prior to her resolution being fully fulfilled. 

  Bureau response

  11/21/2023

  Talia *********
  *** ****** ***** ************* *****
  
  
  Dear Talia *********:
  
  This message is in regard to your complaint submitted on 11/15/2023 against OneLife Fitness.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from OneLife Fitness. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  This has already been resolved. There was no initial request for a freeze on her membership, however, after speaking with her I decided to freeze her membership for 6 months at no cost moving forward and issued a refund for 2 months she was billed. The refund was processed by our corporate office on 11/15/23. It then showed up in her bank account on 11/17/23, which she confirmed when I spoke with her again on the phone, as refunds take 2-3 business days to be processed. This case should be closed. I believe she contacted you prior to her resolution being fully fulfilled. 

  Bureau response

  11/26/2023

  Andrew ****
  OneLife Fitness ***** ****** **** ** ********** ** *****
  
  
  Re: ID * ******** - Talia *********
  
  Dear Andrew ****:
  
  Thank you for your recent response to Talia *********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau response

  11/26/2023

  Talia *********
  *** ****** ***** ********** ** *****  
  
  
  Re: ID * ********- OneLife Fitness
  
  Dear Talia *********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have sent email, made phone calls and talked with manager at the facility.They will not, have not and do not plan on cancelling a membership for my wife and I.We have followed the procedures for cancellation. and still we are being charged and called.Operators overseas keep reading scripts but can not or will not listen to the customer. I have ask not to be contacted but calls keep coming.

  Business response

  02/15/2023

  I believe we have received this in error. There is no record of ***************************** in our system as being a member at any of our DMV locations. His contact information on this complaint has his home address as living in *******. Our parent company ** Fitness Holdings LLC. owns some gyms in ******* but they are on a separate membership system. I believe this complaint should have been filed in the ****************. 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  January 4th 2022, I walked into One Life to cancel my membership, they informed me that it would be taken care of. I even asked if I needed doctors notes and they said no, they wouldn't cancel it but they could make it inactive for $5 a month during our health issues. On March 3rd 2022 I noticed another charge for my full membership and then went back and realized that they had charged me on February 6 2022 as well. I called One Life explaining that TWO months earlier I came in there and spoke to someone and they said they had taken care of it. He informed me that I would have to email member services and apologized that it couldn't be done in house. I didn't have my password for the email I originally used and got locked out of it so, on April 6, 2022, I emailed One Life to cancel mine and my husband's membership after ANOTHER charge. My husband will need another shoulder surgery and I will need another hernia surgery. We hadn't been in quite some time hoping to be able to go again but with covid, non-emergency surgeries were hard to get. I have not yet heard from anyone in regards to this either way. It is over a month later and I have been charged AGAIN on May 3rd, 2022 for a membership I haven't used since November 2021. Understandably, I didn't use the membership so that's my fault but I have been trying to get this resolved for going on SIX months. I need a resolution. An answer. Something. Every time I call I'm told to email member services. I have.

  Business response

  07/17/2022

  Business Response /* (1000, 15, 2022/06/20) */ Looking at *********** account, I am not seeing any notes from our member service department that they have ever received an email request from ******** to cancel her membership. We do not process any cancellations at our clubs. All cancellation requests must be submitted to our member service department for processing. We do this specifically to avoid situations such as this. By submitting the request via email both the member and our company are covered and there is no risk of a he said, she said situation. All staff is trained on the cancellation process day one and know exactly how to handle situations when someone calls or comes into the club requesting to cancel. If ******** is able to present her original request for cancellation I will be more than happy to work with our member service department to get her cancellation back dated to the original request date. Consumer Response /* (3000, 17, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am searching for the original but this is from April 6th, 2022. I will continue to search for the original as I have time. Business Response /* (4000, 19, 2022/06/28) */ I have submitted a request to cancel *********** membership effective 7/1/2022. As stated previously, If ******** is able to present her original request for cancellation I will be happy to work with our member service department in back dating the cancellation and issuing any refunds that may be due. At this time, she has not presented any previous email requests so no refund is currently due.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I have to cancel my membership because I can't afford it. I ask for an exception be made. They keep saying no I had to pay around 300 to cancel. With all the inflation my bills have gone up so much I have to cancel alot of things we was paying for. I can't even afford to put gas in my car to go to the gym. I might have to sell it. I'm trying my best to keep food on my table. It's hard enough making ends meet right now. I would like to cancel with no fee or anymore problems. Please please

  Business response

  05/30/2022

  Business Response /* (1000, 9, 2022/05/10) */ We received Heather's request to cancel her membership. She is still under her initial 1-year commitment period with 6 months remaining. We do not have a cancellation clause in our contract for economic hardship. I emailed Heather back on 4/22/22 with a possible resolution. She could pay the early termination fee, which is 3 months of dues (I even removed her additional members to make this fee less) or as a courtesy, I place her membership on freeze for 3 months (with our $5 monthly freeze fee) and refund her April billing to help her during her situation. I never received any response back from Heather. We did place her membership on freeze and refunded her April billing. She will need to pay the early termination fee to cancel within her 1-year commit period or continue to pay her monthly dues until her commit period as ended. Consumer Response /* (3000, 11, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get an email. I didn't get a call. I don't think it's fair to hold up a contract when I signed up gas an electric an food was so expensive. I have to be able to take care of my family first. Your putting onelife fitness before my family an its not fair. There should be an exception for the highest inflation in 30 years. The gym isn't the only thing I had to cancel. I shouldn't have to pay 300 to cancel when my finances are already bad because all bills went up the last couple of months. Your kicking me when I'm already down. I attached the day they called an didn't. An the email I was sent.

*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. ↩