Complaints

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:11/03/2024

  Type:Service or Repair 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.

  On September ******* I left my 14 year old sign up for a gym membership. He went twice and decided he didnt like the gym. Staff just wanted to huddle in the main lobby and if he had a question about equipment they got attitude about helping or explaining how the equipment worked. Mind you when we signed up we asked if there would be staff around to answer questions should he need help. They said yeah as long as you come before a certain time. Long story short I cancelled his membership on October 14th and was told *** had process the refund ( I paid for an entire year upon signing up) it might take time. Okay I didnt go through *** since I didnt do a monthly membership. A week went by I called and asked they said it was in the queue to be refunded. I waited another week nothing. The next week I called and asked for *** support # I called and asked them about it. They said the transaction was between me and the gym. He would put notes in my membership so they would know to refund us. So I called the gym back and explained to them what *** said. The boy refused to let me speak to management so I called back and spoke to **************** She took my information and said she would give me a call back. Still nothing in response its been 5 days and now even theyve ghosted us. I want my 300$ back. That was supposed to be my sons birthday money now he has nothing, when the membership was canceled he couldnt use the entry card or anything. I want a full refund from this place.

  Business Response

  Date: 11/19/2024

  ***** our Manager over our Wellness Center spoke with the consumer on 11/5/24 and she agreed to receiving a refund of $275.00 which was mailed out on 11/12/24 Check #****, even though she should not have received a refund due to our Accounts receivable findings that she had a previous account from 2019 in collections that still has a balance to be paid. Our records indicate the she checked in several times for a month from 9/27/24-10/19/24 with her child who should not have been coming for free, and is also a minor, which is why only $275 was refunded and not the full $300 as requested. We have gone above and beyond and have made a good faith effort to resolve this matter.

  Customer Answer

  Date: 11/20/2024

  The minor son in question was the reason we got the gym membership in the first place they have his photo on file as part of the membership and we checked in 3 times total . We didnt do anything wrong on our part the check ins that other than that was when I went in to cancel my account and figure out about what happens with the 300$ I paid in advance for a one year membership. I wouldnt have pursued a refund if staff hadnt told me I would upon cancellation. Maybe ******* needs better training on how to handle this. He is also the one I had to deal with every time I called/went in to see what was going on. They also send you an agreement AFTER you sign up saying they dont give refunds for paying in advance that they dont give you the opportunity to read when you scribble the note pad. The ****************************************************************** up for the free 45 minute session with a personal trainer and then somehow I was supposed to meet ******* weekly after that and shortly realized I had somehow been enrolled in a personal trainer program. She had me walk laps and I was supposed to pay her? No thats bad business. She also failed to mention in her response her attitude. She answered the phone with the worst attitude ever, wouldnt let me talk and kept cutting me off. I would say educate your staff and dont let them lie to customers just to get a signature. Learn some manners demanding a reason for my cancellation ( she was told my 14 year old son went then as well it wasnt an issue then) then saying she needed my address I had moved. Nope still at the same place then acting confused.