Business Profile

Fitness Center

Club Fitness

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Important information

Customer Complaint:
BBB has received consumer complaints about Club Fitness which allege they received charges while account was on "freeze" during COVID-19 pandemic, continued charges after cancelling membership, incorrectly being sent to collections, and poor customer service.

Complaints

This profile includes complaints for Club Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

61 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

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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:02/11/2024
Type:Product 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.
For the past year, I have been trying to obtain a refund of some of the membership fees I paid as I became unable to use the facility due to arthritis. Please see the initial letter and my doctor's diagnosis letter that I uploaded to you for more details.Club Fitness never responded to numerous (not answering phones, no response to letters including certified letters attempts to talk with them regarding my request, or *** Fitness Solutions never gave a valid resolution to my requests for a refund.It was not until I threatened legal action that Club Fitness responded to my request for a refund. They would not give me a refund as my arthritis was not a debilitating condition????
Business Response
Date: 02/23/2024

The member's account was cancelled as of September 30th, 2023. A refund will not be granted as the medical documents provided do not state member has been permanently disabled is unable to use a substantial portion of the services for sixty or more consecutive days per the agreement terms. A refund is not due to the member.
Customer Answer
Date: 03/05/2024
Complaint: 21278836

Denying me refund because my doctor's diagnosis of rheumatoid and osteo arthritis is not a debilitating condition so I am still able to use the machines is stupid and debatable in a legal claim. I asked them if they person who stated the reason for denying a refund has any kind of medical background. Had they ever asked me if I ever experienced pain and stiffness after using the machines. Did they ever see he inflammation on my fingers and hands after using the machines.
For the last time, I am requesting they issue me a refund by the end of this month or I will be filing a lawsuit to recover. I work for an attorney (not ****** and ******) who will represent me in a legal claim.
Sincerely,
*********************
Initial Complaint
Date:02/06/2024
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.
Location of complaint (closed) - ************************************************************************* I want to get my money back and to cancel my membership. I talked to someone there 2 months ago and they said they would cancel it but they are still taking money out of my bank account. I would like to have my membership cancelled and for them to stop taking money out of my bank account for this.
Business Response
Date: 02/12/2024
Club Fitness sold the ************ IL location effective 11/1/2023. The location is now owned and operated by Fit Life Fitness. We cannot advise on the customer complaint as we are not billing or managing the account any longer for *************************.
Initial Complaint
Date:02/01/2024
Type:Order 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.
Location - *********************** They downgraded my membership without notice. When I signed up they told me that I would keep these rates and benefits as long as I continued under contract.
Business Response
Date: 02/06/2024
Member rate did not change. As a company we made a change to the membership plan level amenities effective 12/1/2023. Members plan now includes access to the ********* location during staffed hours as well as access to the group exercise classes.
Customer Answer
Date: 02/06/2024
Complaint: 21232240

I am rejecting this response because:

This is not in accordance to the original agreement. It was agreed that neither the rate nor access to amenities would change as long as I maintain my membership with no interruptions. Which I did, I am requesting that the amenity access be restored to my account.

Sincerely,

*****************
Business Response
Date: 02/12/2024
Members rate did not change. The terms of our agreement encompass provisions allowing such adjustments under the reservations of rights clause. An exemption or exclusion of this change will not be granted as this is affecting our entire member base.
Initial Complaint
Date:01/11/2024
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.
I've been a member for eight years I was told my price would never go up. I was given access to all gyms come to find out none of that was true. They're now forcing me to pay 40% more to continue my membership and denying me access to local gyms and forcing me to go to a gym very far away For the price, we agreed upon
Business Response
Date: 01/25/2024
Members rate has not changed. We did have a change in the program the member is current under that the member is now only able to access their home club of enrollment. The members rate did not change nor are we forcing anyone to change their membership tier. The members rate will change should they chose to upgrade to a higher tier. Member joined at the St. Peter's club and is only eligible to use the St. Peter's club since the effective date 12/1/2023.
Initial Complaint
Date:12/22/2023
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.
I was very regretful of having to file this complaint because I love CF and the staff and refer many people to them. I see that many people are having the same issue as myself and and the response from the corporate office appears to be calloused and dismissive to other members My issue is that I financially sacrificed to afford a premium membership bc in the agreement I could get the cardio theater, the quiet room w: bikes. the women’s only room, the h20 massage and another room that is away from the crowd In order to make sense of things I need to bring up a long-term disability that would make these things absolutely essential which is why I financially sacrificed to have them I am on SSD because of a very complicated sleep disorder that only allows me to sleep at the most two hours and 24 hours. All the doctors have tried to treat me have not been successful but they conclude that I’m very strong mentally to endure the horrendous suffering. It is very difficult for me to get to the gym and it take massive effort on my part to drag myself to the gym on less than two hours sleep with all the loud music and the large crowds. Because of this I purchased a membership that would allow me to have some type of seclusion with less of the loud music and not so many around me. It was considered medically necessary. I especially love the cardio theater, the quiet rooms and of coarse the massage chairs. These things helped mitigate the difficulty of going to the gym unless than two hours sleep. It still wasn’t easy but it helped which is why I purchased the premium membership despite a very limited income I was devastated when they took away the cardio theater which was my favorite. Then they took away the bike room that was completely quiet. It made going to the gym pretty miserable but I try to cope they turned these rooms into staff and stretching areas now they took away all quiet and even removed from massaged chair causing mr great suffering. I want what I paid for
Business Response
Date: 01/08/2024
Please be advised the Cardio theatre and Cycle studio the member is referring to has been removed from the location all together. The rooms no longer exist. We cannot provide the member with amenities that are not available to any member. The hydro massage beds are available but only with the Platinum tier membership.
Customer Answer
Date: 01/08/2024
Complaint: ********
I don’t feel like my complaint was given proper attention. They could’ve called me at home to gain understanding but instead I was forced to wait two weeks for a useless answer. I’ve always love clu CF and went there daily even when battling cancer and there was never a time where I don’t refer people to CF however I feel that what they have done recently with stripping customers of there promised amenities is highly unethical and even the front desk has admitted that they have a lot of complaints and they personally do not like what the corporate office has done.
As I advised I purchased the premium membership so that I would have the amenities that were promised by the staff and paid extra out of my SSD check to get these promised amenities. Club fitness stripped customers of their amenities that were promised to them. The cardio theater was loved by the new people and I was just told that the room does not exist but that is false. I just came from there in the room does exist. Additionally the cycling room also exists but it’s used for the staff and to make money for selling personal training. All of my amenities have been taken from me and these were promised and in the contract. This is highly unethical to do to us. Additionally I can’t even get in the front door. Although my membership is paid in full I had to stand outside on Christmas day hoping that somebody would let me in. I’m not sure what happened to this great company. After years of being a member nobody even bothered to contact me about this issue.

I am rejecting this response because:

Sincerely,

***** ****
Business Response
Date: 01/11/2024
Member pays a monthly fee each month, member is not a paid in full. The agreement reservation of rights allows Club Fitness to alter, change or amend the agreement policies, amenities and or services at any time. Member has access to their home club location during staffed hours only unless they choose to upgrade to the next tier membership for an additional charge. Member is currently a premium member at $29.99 plus tax each month, to upgrade to the next tier, platinum, the rate is $39.99 plus tax.
Customer Answer
Date: 01/11/2024
Complaint: ********
I submitted to the corporate office the details of my disability and how Club Fitness’s withdrawing the needed amenities from my contract has caused me profound suffering. My disability is federally approved and has been well documented medically. Club Fitness is required to provide reasonable accommodations but has failed to follow the law. I asked them nothing except for them to provide what was agreed-upon in my contract. They claim that they have a right to change these contracts and they have created fury among their trusting members. They’ve even upset the staff who agrees with the members that this behavior is quite dishonest by CF . They have failed to attempt to find a resolution and didn’t even respond to my complaint to the corporate office thus I will proceed with another complaint and take whatever measures I need to since the company has been very dismissive.I previously had higher regard for the company but I can see that they simply stop caring and stop being credible because they do not honor their contracts. The issues in this complaint were not even attempted to be resolved
They have developed an anti-customer and money grab approach which was not there previously. I used to promote them often now I’m very disappointed in their lack of concern for the members and for their lack of integrity

Sincerely,

***** ****
Initial Complaint
Date:12/18/2023
Type:Product 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.
Since 12/1/2023 I have been Unable to access the Club Fitness in Florissant with my membership card. I have been a member since 2020 (for over three years). My account has Never been delinquent and paid automatically from my credit card every month. I got extremely poor customer service when I call customer service number(s) multiple times. I was told the problem was, my credit card expired in 2020 (3 years ago), which made NO sense. However, I gave them updated credit card information and was told I should have access. Still no access. In order to get into gym I would need to piggy back off others, since No staff available. Poor service for customers paying their membership on time. Now, I was informed via email I need to upgrade my membership in order to have access. Poor communication and service. Not right to without warning, leave customers without access and NO explanation and to arbitrarily require more money for access. I requesting refund for December, since I paid my membership and was still denied access.
Business Response
Date: 01/08/2024
Member's account has been credited and member has upgraded.
Initial Complaint
Date:12/10/2023
Type:Order Issues
Status:
ResolvedMore 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 cancelled my membership with Club Fitness on July, 8th, 2023. I got contacted by Discover yesterday that there are monthly charges coming out of my Discover credit card for a monthly membership. This is a scam business, I call them and they do not answer, and I am no longer in ********* and can't go to their location and speak to a manager. Please help in contacting Club Fitness in ***************, **, and stop all payment and refund what they've taken illegally. I don't have any connection to their business, and I went to their ********* location and there was a lady who helped me cancelling the membership and she stated I won't be billed. I have attached the cancellation confirmation, and I attached the monthly withdrawals they have been taking. Please help resolve the issue. I appreciate it BBB support. Regards, ************************* I prefer email communication if there is future communication needed.
Business Response
Date: 12/11/2023
We were able to locate the members cancellation submission. We have reached out to *** Fitness Solutions who processes those requests on our behalf for explanation. We have also processed the cancellation from the July date of submission and will be issuing a refund. Please allow 3-5 business days for this to complete.
Customer Answer
Date: 12/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I will be looking forward to the refund and if refund is not issued within the next two weeks, I will reach out to BBB for a follow up. L,

Sincerely,

*************************
Initial Complaint
Date:12/07/2023
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 been billed wrong from the beginning. I was originally signed up for personally training but they didn’t have any at that location. The amenities they claim to have are not at the gym. Not only is the equipment ran down it lacks what I was being billed for. No fitness scanner. Which should have been included in the personal training times. I was over billed and no one told me why. I have never been to the gym besides once. I’m willing to eat the cost of the one foundations. Because of the false advertising I want my money refunded. Below you can see what is listed in the package I purchased they have next to none of them there.
Business Response
Date: 12/11/2023
Member purchased a platinum membership which includes 24-hour access, multiple club access, GX classes, hydro massage, women's training studio, pulse studio, cycle studio, burn zone studio, kids club, red light therapy and entry level tanning. As disclosed on the website, amenities vary by location. The specific home club location the member joined, Ofallon North has 24-hour access, gx classes and pulse studio. With this membership the member has access to multiple locations. Our KB location 4 miles down the road as more amenities for the member to access should they have chosen to use that club there is hydro massage, women's training studio, cycle burn zone kids club as well as red light therapy and entry level tanning. Each locations page on our website outlines what each location has to offer. A refund will not be issued as requested in this complaint.
Customer Answer
Date: 12/11/2023
Complaint: ********

I am rejecting this response because: they didn’t even have personal trainers staffed yet charged me for the use of them. Their gym is extremely run down and outdated the pictures now amenities align with what was listed. I am prior military and will be sure to let everyone know the ways of your business. Cancel my plan as requested 3 times now.

Sincerely,

***** ******
Initial Complaint
Date:12/02/2023
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 closed my membership with them in August. I had been a member for two years so there were no extra fees involved. On Dec 1 this year they unilaterally reactivated my account and debited my bank account, I went into the location and they told me I had to contact the corporate at *************************** in order to get this corrected. Thank you, *******
Business Response
Date: 12/11/2023
This has been resolved through the customer care email as of 12/4/2023.
Initial Complaint
Date:11/16/2023
Type:Order Issues
Status:
ResolvedMore 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 purchased a membership from Club Fitness in October 2013 with the following amenities: full access, 24-hour access, all location access, group exercises. Club fitness recently put out a poster at the club saying that on December 1, I would no longer have 24-hour access and all location access with my membership. They have not communicated this to me in writing via email or any other communication. I signed a contract 10 years ago and have honored that contract by paying my monthly and yearly fee. Is it even legal for club fitness to take away amenities that you received when you signed your contract?
Business Response
Date: 11/21/2023
We have announced a change that will affect all members companywide with certain membership types. We reserve the right to alter, change or amend any services, polices or amenities at our sole discretion.
Customer Answer
Date: 11/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
However they have yet to send me my agreement contract even though I've emailed them twice.
Sincerely,

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

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Club Fitness is NOT a BBB Accredited Business.