ComplaintsforMac Gym

• Initial Complaint

  07/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for mac gym july 25 or 26th of ************************************************************************************************************************************************************************************ someone will get back to me im ************************************************************************************************************************************************************** i strongly discourage anyone from going to mac gym

  

  Business response

  08/07/2023

  attempted to speak with *****. His acct was canceled. Staff tried to reach out. Never heard back from ******************** 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been getting charged for the last 6 weeks for a trainer that I did not want. When I called to cancel that charge that was occurring I was told I had to meet with the guy in charge and he never showed up multiple times when he scheduled to meet with them. All the staff just kept saying he left and he would not answer my calls until the next day to reschedule another time to never meet.. They will not allow me to cancel my membership or refund any money for the training sessions I did not want or attend. This business is horrible to the customers and they are trying to drain your pockets by force. I would not recommend anyone sign up here. I am in the process of getting my bank to block them from making transaction on my account because they wont stop to allow me to cancel.

  

  Business response

  07/29/2023

  RE: *****************************
  ***********
  
  On June 21, 2023 ****** signed up for a 2 yr membership
  
  On June 23 he signed up for personal training  3 x a wk 45 minute sessions - This is a 1 yr commitment. 
  
  On June 26th ****** requested that we modify his PT from 3 x a wk to 1 X a week -!
  
  The week of 7/24/23 ****** made arrangements to review his contract with a Mac Gym member service advisor-! The contract is a one year agreement-!
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  when they signed me up they did not go over the full contract with me and signed me into a lifetime agreement that i was unaware about. they are now refusing to discontinue my membership and it may have a chance to mess with my credit score considering i had to tell my bank to stop authorizing charges from them. i dont use the facility and just wanted to switch gyms. the contract they signed me under was under false pretenses and i would like for my future to not be affected all due to a gym membership.

  

  Business response

  06/19/2023

  ***************************,
  Came in on April 13. Interested in a membership. After a thorough tour of the gym and all the amenities and  packages. ******* agreed to the 24 month Diamond  Ultra Plus- 
  
  We immediately provide an email of the contract. We also let them know they can locate the contract in their club life app which is installed the same day.
  
  Shianne came into cancel more then a month later because she was moving The contract states if a member moves 35 miles outside of MAC GYM- We will cancel for $150 dollars 
  
  Shianne did not meet the requirement nor did she provide two pieces of needed to corroborate the move

  we also offered working with her on her balance to catch her up and get back on track- the offer still stands to work on waiving her back fees and getting her current 

  
  

  Customer response

  06/19/2023

  [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 am not moving more than the 35 miles away, therefore it doesnt meet the requirements. The only other option out of the membership that they have provided me with is death or permanent disability. However, I cannot commute to this gym and was signed up under false pretenses. I would like to attend another gym closer to me that suits my needs and is more professional as multiple people have had this same complaint. I am not interested in having a membership at all and would like that terminated immediately along with any of the fees I owe them. I stopped using the facility immediately after I was treated inappropriately by the owner, therefore my money should not be going to services I have not used. I paid for the month of May and stopped using the facility at the end of May.
  
  Regards,
  
  ***************************

• Initial Complaint

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have tried countless times to end my membership with this establishment and every time its a new hoop to jump through which leads you no where, customer service is barely at the front desk or answering the phone to assist you and many others have been charged after being told their membership was ended, rather you have a medical reason moving out of state or anything they will continue to charge you, they lie about memberships or will falsely put you on a contract that you weren't even aware of, I was told by word of mouth someone had to get a lawyer involved just to end a membership as a scare tactic, I left the gym was still charged and needed to call my bank to have them with hold payments. I would strongly recommend any gym goers to give your money to any other gym and not support this business, disappointed none the least.

  

  Business response

  04/26/2023

  We spoke with the member and made a determination to cancel the agreement as a courtesy. The member is elated and said they are removing the BBB complaint. We also extended an additional 3 mo credit should they decide to come back. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So this all started in October of 2021 when me and my friend and brother walked into the mall. When we walked in this guy approached us and asked us about this gym and my friends insisted we listen. So we go in and theyre talking about the benefits and how it will be. So we get to the end and theyre pressing the issue to get us to join and they were hounding us to sign. They never gave us a contract to look over or anything just had us sign. I thought I was signing cause of my debit card they didnt explain anything. So fast forward to march 2022 they had me come in to resolve the issue. Yet again didnt explain everything and made it seem like I was paying less but in reality I was paying more. They told me the contract would be finalized in 3 days. When I go to look at the contract it states you have 3 days to cancel after signing but I didnt receive a contract till after the 3 days. So I decided I was just going to go because whats done is done. I went for a few days and I couldnt do it anymore. It was too much money for me since at my job I was getting my hours dropped and I didnt have enough money to pay. So I stopped paying. One of the guys, ****, contacted me asking whats up and I told him I could pay anymore it was too much. So he told me he would keep in touch and try and work something out because I said I could pay $300 right then and there to close my account. At this point it was a stress thinking how I could cancel because how I didnt have any money and had lost hours at work on top off paying for my basic needs. He kept getting me to come in and talk it over but I didnt want to do that. He kept telling me he look over. He said he could get back with me and never did. Few months later I noticed a huge hit on my credit and was thinking like I never received any calls or emails or even mail. Im just mad that it all started with them hounding us to pay an amount when they first caught us in the mall. I just want this issue resolved.

  

  Business response

  03/15/2023

  Hi there,

   

  In regards to *********************. Spent hours with ****** establishing a personal training agreement that would make sense to his budget and needs.  Everything was going great and ********************* off.  Explain to his trainer he was going to discontinue payment.  As he has changed his mind about the agreement.  We reached out and inform ************ that the agreement was still due, our regional manager also, let us know in an attempt to chat with ************ he had informed our regional manager the only acceptable resolution would be cancellation. Which was not an option. We will be here if ************ decides to reach out. He can also reach us at:

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

   

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

  Customer response

  03/15/2023

  [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

  10/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for this gym on 3/25/22 through the 'Fitness your Way' program for a six month period with no renewal checked on the contract through ********** of ********** to get some exercise. I had regrets after I signed up and had 3 days to cancel, but no managers were around for the three days after I signed up to cancel . I worked with a personal trainer during the six months at $60.00 a week out of my pocket. I had planned on renewing the agreement and met with a manager on Tuesday, September 21st for the renewal, he told me it was taken care of. On Wednesday September 21st I received a call from MO at the gym to come in and renew again, I told him I had taken care of that already. On Sunday, September 25th I found out my membership had been deactivated and on Monday the 26th no money was being deducted. I decided not to renew my membership as I didn't enjoy working out at gym with the trainer. Things were fine until yesterday, October 17th when a posting for $60.00 shows up on my bank statement from MAC GYM PEAKSERVE. COM. I am no longer a member of the gym and don't understand why they started deducting from my checking account. I hope you would be able to help me end my problem with MAC Gym.Thank you,*****************

  

  Business response

  03/15/2023

  In regards to ***********************

   

  ****** is a tivity insurance member. He signed up for training with a coach on a half hr 2x week 52 week payment plan due to not wanting to pay in full for package. On 5/2/22 the agreement began. He trained from 5/2/22-9/17/22. He took a break from his membership and pt. And on Dec 6 he began billing to bring his sessions current and start back up.

  Totaling 39 total of 104 sessions used.

  In December, We reached out via Trainer and were informed He was not coming back and not going to pay moving forward. He decided to abandon the agreement.

   

   

   

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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never set foot in the gym. Originally talked to one of their reps in Macomb mall, and they made it seem like we could pay initially for a trial month. When unable to come in, I tried to cancel my membership, and was told that there was no way to cancel.

  

  Business response

  03/15/2023

  In regards to *********************

   

  Denaya signed up at our mall store. She booked her assessment at the location, In person. ****** received an executed copy of her agreement via the Club Life App. And email. We will try to reach out again. She has been attempted contact 5 times by the club and our billing company on a weekly basis to resolve with no response.

   

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

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  MAC Gym Fraser. gym was taken over this year and changed from Powerhouse Gym to MAC. I want to cancel my membership and they will not allow me too.

*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. ↩