ComplaintsforMac Gym

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up at mac gym 2 years ago and was told I could cancel the contract at anytime, I paid and kept it for the 2 years while also paying for my friend on the membership with me since she ended up unable to use it for some health problems. Now that it should be ending and I have told them I dont want the membership anymore they are saying I have to prove where Im moving too and pay $150. They completely lied to me from the start and I know multiple others there who have the same experience. I was also upset with how rude the customer service on the phone was to me right away.

  

  Business response

  07/12/2024

  We have let her know of the relocation proof needed per the agreement and the fee. She said that she refused to provide it.Her and her father then cursed me out and hung up on me. Since then she has gone online and slandered our buisness with inaccurate information

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a member of this gym under a 1 year contract that ended October ******************************************************************************************************************************************************** stop the billing process They are threatening me through peak payment solutions to send me to collections There is many reviews of them doing this exact same thing to people I just want the membership canceled and the debt cleared.

  

  Business response

  07/03/2024

  We handled this on 6/28/24 and it's all set

  Customer response

  07/03/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I selected to pay for boxing training for my Godson. Since the time of intial training up to date, my Godson has been bounced around since one boxing trainer was fired. He was then assigned to another boxing trainer who was then removed and he was assigned another trainer who is not a qualified boxing trainer and the organization does not have a boxing trainer so he has been receiving personal training only, which is not what we signed up for instead we are getting the bounce around. The payments were due weekly and is now paid in full. I was overcharged three payments and I requested they be removed or supporting documents be provided as to why I was charged, when I was told to come into the building before the contract expired to let them know I would no longer be receiving any training. I was refunded one $100 but not the additional $200 so I contacted my credit card company and disputed the charges and MAC could not produce supporting documents. My credit card company reached out and reversed the payment however another company Peak Soluctions sent an email stating the charges needed to be paid. So now it appears I owe MAC gym $250 to include a late fee because my credit card company told them to reverse the charges. I am still requesting supporting documents and haven't received any and Peak Solutions said I had to show where I cancelled. I was overcharged and it appears they are upset. My Godson has approximately 6 sessions left because of all the changes. However I have not heard from the trainer as it appears they seem to want to not provide him his remaining sessions. This is unprofessional. I still have a membership for several member which I still pay for, for the gym. So they have no problem with taking their payments every month and week but now have a problem with providing services. I am dissatisfied and either want my Godson to get his remaining sessions or cancel my membership altogether without any penalties. I need this matter to be handled.

  Customer response

  06/26/2024

  Hello 

  I have not received a response to resolve the issue with MAC Gym (Complaint ID *********. Please let me know next steps. Thank you 

   

  *************************

  

  Business response

  07/09/2024

  We resolved this with the client 2 weeks ago

  Customer response

  07/09/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Very predatory business practices. They don't mention a contract at all unt it showed up in my email two days after I agreed to a free trial. They have continued to bill me and everytime I complain about the billing; I'm given the runaround and am repeatedly lied to.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a personal trainer on 2/21/24 for 3x a week for 45 minute sessions. On 3/4/24 I was stood up by my trainer, as he forgot to show up for an our 6am session. (I have the text message proof)On 3/8/24, 4 days later, I was stood up again by my trainer for our 6am session. (I have more text message proof). He even sent me his schedule and you can see where he went into the app at 7:30am and changed my session to 2pm to make it look like I was in the wrong. Ive been offered a new trainer and free sessions. I want neither of those as Im now embarrassed and dont trust anyone at this gym. All you guys need to do is cancel my contract as you guys have failed to fulfill your end of the deal. Thats a breach of contract. Now, nobody will return my calls, return my emails, nor have I had anyone reach out to see my proof or side of the story. This is YOUR fault Mac Gym, now do the right thing.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Did not make me aware of charges and has not made an effort to resolve this issue I dont even care about the refund I just do not want to support a business who is using shady tactics to pull every ***** out of their customers.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up with this place thru my health insurance and have had issues ever since. I signed up for a annual membership thru my health insurance and had issues from the beginning. I signed for a annual membership and they cancelled my membership after 6 months. Called and they said come back and re sign. When I get to the actual gym the manager who goes by ***** or ********* literally had me waiting for over an hour cause he needed an approval. Makes no sense if hes a manager. Id like a refund for my $100 deposit this place is a bunch of scammers and time waisting. Even when I called another MAC location they were reluctant to give me information

  

  Business response

  02/20/2024

  We have reached out multiple times, 
  trying to chat and see what happened, we have varying versions of events from the member and from management. He is welcomed to email the current regional manager

  Ava 

  ************************************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi,On September 15, 2021 I went to Mac gym and toured and then signed up for a membership with ***************************. I never got to see the physical agreement I just got access to it in the app for the longest time because it never loaded up. I signed up on an iPad However, when I signed ***** went over all of the details regarding the gym membership he advised that its for 24 months and that once my 24 months was up I can resign. He left out the details regarding an automatic month to month deal.this is pertinent information I initially signed up because they advertised that they had a daycare and I needed that to work out and was one of the focal points to me signing the contract. They did not open the daycare until 2023 ! Because of this I did not get to utilize the facility as I wish I felt scammed !! But I signed the contract and when asked how I could get out of it numerous of times they advised someone would call me back and they never did so I kept paying and paying until my membership was up. My contractual obligation to my knowledge was up on 09/13/2023 and I paid my last payment and was told by their third party payment solution team peak payment that my membership was done I no longer had a membership and that I had **************************************************************************************************************************************** for a gym membership. I went to that gym maybe a total of 5 times out of 2 years because they did not open they daycare they swore they had until 2023! I went to the gym to work something out. They just wanted to talk about me keeping a gym membership. I advised numerous of times that I was not interested!. The balance is now $284 for a gym membership that should have been cancelled 09/13/2023 I paid my 2 years I never went to the gym they wont remove the late fees so I can pay this and cancel it everytime I try to cancel they say they will call back and when they do its to pressure me into staying.

  

  Business response

  01/12/2024

  This agreement is closed and balance waived 

  Customer response

  01/14/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 13, 2023 me and my husband went to mac gym for a tour. We were given one by ***, the manager. We were pressured into signing a contract, which we explained we could only do month to month and not a contract. *** agreed and said it was no problem. I signed a contract which I thought stated what we agreed but *** changed it to 24 month membership. She did not let me see the contract, only read aloud from her computer and me signing on an electronic pad. She said she would send me an email, which I never got and I challenge her to show me proof she sent me one. She also has camera in her office and she can show me video footage me agreeing to a 24 month agreement , but she cant because thats not what happened and she knows it. She also said it will be available in my app, where the contract link never opens up (how convenient). I needed to cancel membership October 2023 and when I went to cancel, that was when I found out what had happened. *** and other staff members insist they don't do month to month yet there are replies to reviews written by *** herself where she states she provided month to month membership. This business is a scam and customers need to beware! I want to cancel and I will be issuing a payment stop through my bank, mac can take me to court I don't care.

  Customer response

  11/02/2023

  Mac gym has resolved the complaint and satisfactory compromise has been made. 

• Initial Complaint

  10/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Upon sign up they agreed that we cancel our membership if we moved further than 35+ miles away. We ended up moving and they will not work with us. They acted upon the signing up that it was extremely easy to cancel. This is not the case we are required to show ** in person, at a scheduled time with their customer service representatives.

  

  Business response

  10/03/2023

  We spoke with the members. The complication is - 

  its a family membership. 
  the one spouse is currently residing in ********. The other has moved to ****. 
  

  we spoke to them on 10/2 and advised we are removing the relocated member as a courtesy and waiving the fee. And the one who is still active will be half off the agreement rate. The members were completely satisfied with the resolution. 

  Customer response

  10/03/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***************************

*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. ↩