Complaints

This profile includes complaints for Pure Family Fitness, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pure Family Fitness, LLC

  600 Glen Ave Salisbury, MD 21804

• 

  Pure Family Fitness, LLC

  9936 Stephen Decatur Hwy Ocean City, MD 21842

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:04/01/2024

  Type:Billing 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.

  15 March, billing of 24.99, Cancellation of contract (contract *******). The dispute is the account I had was initially for access to all gym locations. I changed it to be only the Salisbury location and the amount of monthly billing was supposed to be for 20.00 instead of 25.00. The company continued to charge me for 25.00 the rest of the time I had the account, resulting in over charging 5.00 each month past the request. They received it and said they would adjust the billing but they never did. The statement also shows when the account was cancelled they charged a full month of billing for that too. The account was closed March 2024 for the months in between the additional 5.00 was charged and the month fee after cancelling the membership. The business was contacted and still charged the additional monetary amount and didn’t acknowledge when they were addressed about the funds to refund the amounts. This is why this is being submitted for the billing adjustment to be refunded for the charges over the amount stated.

  Business Response

  Date: 04/09/2024

  Good morning,

   

  *** had reached out on 8/6/2023 to request to make his membership just single club.  On 8/7/2023 his account was noted that we do not do Student Single club and that is membership would remain the same.

   

  I have attached the contract that shows our cancellation policy which is a 30 day written notice.  ***'s cancellation request was put in on 3/8/24 which means he would get billed again on 3/15 and could use the facility until 4/14 if he wanted to.

   

  All policies that are stated in the contract were followed by Pure.

   

  Thank you,

   

  Tara *****

  Customer Answer

  Date: 04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: "Student Single club and that is membership would remain the same." Is an incorrect statement, this membership was with the whole family and the family membership was updated to only one person. Being that the membership primary was the parent who moved to California which showed clear documentation that the move happened. Both account were billed for this membership not as a student membership and an individual membership. The inquiry for the student account was because both parties of the membership were full time college students one being *** as the Freshman and the secondary being the parent in their PhD program. The parent and *** agreed to have the normal membership, the conversation "pure" is referring to was not at all what was asked. In August the membership was updated and agreed by pure to update the billing because it was clearly stated that the current membership option was available since they had membership that had been over the time required by the "pure" franchise itself that allows the membership to be updated for a different type. In their own agreement they stated they would update it and change it because *** was a member who didn't use all facilities in the locations of Bethany, Seaford, Ocean City, but only Salisbury MD. They have the record of visits to prove that from their access that was done to show the only access was Salisbury being used. Pure is trying to deny that they were charging the use of all locations with a forced membership to the group of the franchise, which is what is being done instead of allowing access to only one be charged. The option to have all of the locations was stated and to have one location was stated, in the same "conversation" about the "college membership". The deceitful character of the pure franchise location of Salisbury MD shows they're trying to bleed money out of their members to be forced to pay for other locations even when they don't use it. The price to cancel the membership and then charge an additional month fee with no access is theft, no matter how they try to frame the wording. The membership refund for the months adds up to the same amount roughly, the amount of 35.00 and the amount of an additional month after the cancelation 25.00 is 60.00 in excess fees that they do owe and are trying to deny that they're forcing the fees to be paid that are illegal. The membership doesn't require this much to do if they were in the right they would not have to have this report filed against them. They're trying to deny that they are in theft of the fees and will be reported further after this to the extent of the law. 
   
  Sincerely,
  
  *** ********

  Business Response

  Date: 04/10/2024

  Good morning, I can not speak of what an employee may have stated to *** as I was not there. I can only speak on the notes and contract.  Again,  in the Salisbury location all student membership are multi club we do not have a single club student at that location. As you can see by the contract it states student membership.  I really don't have anything else to send other the the contract that I previously sent and that *** has sent previously.  This was not a family membership, just a student membership.

   

  Thank you,

   

  Tara

• Initial Complaint

  Date:11/02/2023

  Type:Billing 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 have tried to cancel my contract numerous times but have received vague response and answers. I have contacted this business 4 times over the past year to cancel and was only recently told I need to email them to cancel. My card has been charged roughly $200 this year. All I want is for them to cancel my contract and stop charging me for a membership that I haven’t used in almost two years.

  Business Response

  Date: 11/06/2023

  Please see initial spot 1 state states we must receive a cancellation in written form.  Mr. ****** was informed on 10/16/2023 by Julie in the collection's office that he must go in to cancel or send an email.  As of today 11/6 at 12:04 we still have not received anything in writing to cancel.  I see no notes made of previous conversations of him wanting to cancel

  Bureau Response

  Date: 11/07/2023

  Robert ******
  ***** **** ********* ** ******** *****
  
  
  Dear Robert ******:
  
  This message is in regard to your complaint submitted on 11/1/2023 against Pure Fitness.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Pure 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:
  
  Please see initial spot 1 state states we must receive a cancellation in written form.  Mr. ****** was informed on 10/16/2023 by Julie in the collection's office that he must go in to cancel or send an email.  As of today 11/6 at 12:04 we still have not received anything in writing to cancel.  I see no notes made of previous conversations of him wanting to cancel

  Customer Answer

  Date: 11/07/2023

  
  Complaint* ********
  
  I am rejecting this response because: I have made multiple attempts to cancel my membership. Your team did nothing to assist me in this process. I am literally only asking for you to cancel my contract and if this does not serve as a written form then I don’t know what does. It is obscene that I have received absolutely no help and you all seem to want me trapped in your contract as a means of what seems like a punishment.

  My only request is that you cancel my contract. We have come this far and you’re still pushing back. This is terrible business ethic.
  Sincerely,
  
  Robert ******

  Business Response

  Date: 11/22/2023

  Hi I cancelled Robert out on 11/6 using the email from BBB as written request to cancel.  Julie from the collection department for Pure Fitness spoke to Mr ****** on 10/16 and told him he needed to go in to sign the cancellation or email in to cancel and he did not do so.

  Bureau Response

  Date: 11/22/2023

  Robert ******
  ***** **** ********* ** ******** *****
  
  
  Dear Robert ******:
  
  This message is in regard to your complaint submitted on 11/1/2023 against Pure Fitness.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Pure 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:
  
  Hi I cancelled Robert out on 11/6 using the email from BBB as written request to cancel.  Julie from the collection department for Pure Fitness spoke to Mr ****** on 10/16 and told him he needed to go in to sign the cancellation or email in to cancel and he did not do so.

  Bureau Response

  Date: 11/27/2023

  Complaint Handler
  Pure Fitness **** ******* ******* *** ***** **** ** *****
  
  
  Re: ID * ******** - Robert ******
  
  Dear Complaint Handler:
  
  Thank you for your recent response to Robert ******. 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

  Date: 11/27/2023

  Robert ******
  ***** **** ********* ** ***** ** *****  
  
  
  Re: ID * ********- Pure Fitness
  
  Dear Robert ******,
  
  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: ###-###-####