ComplaintsforMac Gym

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided not to renew our Gym membership that expired back in March 2024. So we inquired what we needed to do so that we can not be auto renewed. We jumped through hoops to do whatever they told us so that it wouldn't auto renew. We had to go in twice then finally spoke with the owner **** and he said to type a letter out, then deliver it, then call a month later to make sure it was done. This was all done before the new auto renew so we wouldn't have any problems. We did it all but then a month later we get hit with another payment. We called again and no answer. Then we filed a fraud report with our credit card. Then FOR 3 MONTHS we call at least 4 times and went in and every time they say to go to a different location. Finally someone called us back, and said that they don't have the letter and they have no clue what we are talking about. And of course the person we gave that letter to doesn't work there anymore. We have gotten nothing but the run around since. Been in 3 more times, talked to multiple people in person, via text and via phone. Some of the people are ******, ***** ***** ***** and *******. All of them say this should be resolved and it was probably an oversight. Fast forward to a week ago September 2024, they ran our card without permission AGAIN for over 400 dollars and we call demanding a call back after we filed another fraud alert. Then we get a call and she (*****) says -in a nut shell- oh well. They don't have record of any of this and legally we signed a contract to auto renew. We told her to talk to the owner and we aren't paying, we are done. WE CANCELLED. This is so unfair, it is not our fault they have so much turnover that no one knows what they other is doing. We have spent so much time and effort on this, having to get sitters to go in, so many phone calls. Their payment system (PEAK) bombarding us with texts and calls and voicemails . We tried to take it up with them and they said we have to talk to MAC. We just want to be done.

  

  Business response

  09/12/2024

  The account was closed in March, but the charge is for fees that occurred while in term because card was stopped. 

  

  Business response

  09/12/2024

  The account was closed in March, but the charge is for fees that occurred while in term because card was stopped. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been having multiple issues with the gym specifically with PT. I spoke with ***** the manager at MAC gym concerning PT agreement. I received an email stating I was to sign another agreement and pay again for a PT contract. To start, my godson has been bounced around from Personal trainer to personal trainer since we begin the agreement therefore there were several delays. Two, I signed him up for boxing and it later changed to PT because of the lack of qualifications from incoming staff after the original trainer left. ***** suggested that she and I had a conversation in July after filing an earlier complaint that I had 30 days to complete the PT. I mentioned to ***** that we had a conversation about removing the compliant from the BBB instead and I do not recall her having a conversation with me concerning how much time to use the remaining sessions. With the time that was given and the sessions he had left it would have been impossible however the fact remains that I do not recall her mentioning that we had 30 days. ***** said she notated it so she was certain. I then requested a copy to see the note and said if she mentioned it and it was in fact a misunderstanding, then I'm ok with that. She would not provide me a copy of the note and I lost at least 10 or more sessions for the godson which is unfair given the inconsistencies from the gym and the Personal training staff. I want out of this agreement. Another issue we encountered & caused a delay was that my godson (15) was punched in the face by an adult male who was 50 (charges have already been pressed). I am mentioning this incident because he wasn't completely comfortable from this time on showing up at any of the gyms. I am exhausted with the issues I've encounter with this gym since we joined. From being charged for additional sessions for the PT to the inconsistencies with the training staff. I am requesting that I and all persons be released from my agreement since I am the owner of the account.

  

  Business response

  09/12/2024

  Your pt agreement ended in April and you haven't been charged for it since. You did have a conversation in June, and we allowed you to use the sessions for 2 more months which you did and typically you only have a year to use them. As for the other incident we are sorry that this happened but no one from the club was involved.

  Customer response

  09/12/2024

  [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:
  
  I paid what I owed. Your organization did not address the inconsistencies in the staff which caused a lot of the delays. Also, he signed up for boxing and no other qualified trainer was available to assist (if he started with them, they were removed from the gym or dismissed) therefore he resulted in Personal Training which was not the original agreement. The original agreement was for boxing. Therefore we compromised to finish the agreement because trainers were in and out. Next, I requested to be done with the gym and I do not prefer to be in the agreement anymore or a member of the gym. This experience overall has be unsatisfying. I signed my godson up for boxing, we got PT, that was never the plan. Then, I requested to see the notes where I was told that the training would expire, that was not done. Training cannot expire when there is not a consistent trainer therefore to put a time limit on the training after the inconsistencies is unfair to any member. I say again, I no longer want to be apart of the gym and I request that my membership and all people on my membership to be removed. I do not want to pay an early termination fee, I believe it fair to remove the membership since neither party can agree. This is my expectation from the gym and I believe it is reasonable request. I have stated the reason I reject your response. 

   
  Regards,
  

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

  

  Business response

  09/13/2024

  We have have upheld our parts of the legal agreement. You godson did receive boxing with several of our trainers. We also extended the pt over the time you signed up for. You only have a membership currently which you legally signed up for through march 2025.

  Customer response

  09/13/2024

  [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:
  
  I requested to leave the agreement and I requested notes, neither has been offered. And we signed up for boxing which the facility still does not have a qualified boxing trainer to uphold your end of the agreement. The agreement was for boxing, not PT. Again, I no longer want to be a part of MAC gym as it has been dissatisfying and inconsistent since joining. Again, I am requesting a release from the agreement. 

  
  Regards,
  
  *************************

  

  Business response

  09/17/2024

  We do have a qualified boxing trainer at our ******** location but you cancelled your pt agreements. The membership is still in term and is a legally binding agreement that you signed and agreed to pay. 

  Customer response

  09/17/2024

  [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:

  First, i did not cancel my agreement. The agreement was set for 52 sessions which were paid in full. I was notified via text from a personal trainer that they could no longer continue training my Godson because per management request that I needed to sign a new agreement and I had to pay for more sessions which I was not willing to do, considering I had over 10 sessions left. Having said that, it really is a simple gesture to provide the note or notation concerning the conversation where ***** told me that I had until the end of August to complete the sessions. If that's in your system, it should be stamped and dated confirming the conversation.  Again that is a fair request. I am requesting both to see the notes of the conversation with a date stamped and to be released from the agreement with MAC gym. ****, if we speak of contract then I should have received all 52 sessions because that is in the contract agreement. The gym didn't keep up their end of the agreement.  I am not satisfied with what took place and I'm tired. I no longer want to be apart of the gym. 

  
  Regards,
  
  *************************

• 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,

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

*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. ↩