Complaints

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

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• 

  Club Fitness

  3701 N Saint Peters Pkwy # A Saint Peters, MO 63376-7317

• 

  Club Fitness

  957 Woodcrest Executive Dr Saint Louis, MO 63141-5044

• 

  Club Fitness

  3443 Nameoki Rd Granite City, IL 62040-3709

• 

  Club Fitness

  1837 Homer M Adams Pkwy Alton, IL 62002-5665

• 

  Club Fitness

  571 W Belt Line Rd Collinsville, IL 62234-4411

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:11/16/2023

  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,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  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 trying to quit Club Fitness since COVID. No one was able to assist because I was one of the first customers and my account was tied to my husbands (family membership). They no longer have that type of membership so it’s been a mess. I gave up. That part is on me. But after calling and being told to take care of it online and then not being able to get access to my online account (bc my membership was so old). I just kept thinking I would go back. Never did. Finally my debit card was compromised and club fitness could no longer charge me. I was able to go in and cancel…reluctantly someone let me complete an online form to cancel. However that doesn’t mean I’m done. They want me to pay for the two months since my card was compromised and for another 30 days from my next payment!!! I haven’t been in club fitness in four years. I’m good with the two months my card was compromised prior to going in and canceling but to charge me the rest of this month AND December? I don’t get it? They say I owe $161. I have NEVER had such issues canceling as I have had with club fitness. I don’t understand why they are making me pay my 11/29 payment and then doing 30 days from there?!? I’m so disappointed in the company and their bully behavior. I am willing to pay half (2 months) They said no.

   

  LOCATION INVOLVED:

   

  Address: **** * ***** ****** **** * *
  City: Saint Peters
  State/County: MO
  Zip/Postal Code: 63376
  Business Phone Number: **********

  Business Response

  Date: 11/20/2023

  RE: **** *******

   

  Cancellation was received and processed on 11/6/2023.

• Initial Complaint

  Date:10/20/2023

  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 went to the Club Fitness in Arnold, MO. to cancel my membership. I was on a family plan with my wife and my account was being charged $32.68 monthly, I wasn't going therefore I cancelled August 5th. I wasn't informed that I would be charged $32.68 again by the representative at the front desk that caused my account to over draw $25. I was charged again $10.80 September 14th, I called and voice my concerns they corporate office informed me to take it up with the billing company. The billing company directed me back to Club Fitness Corporate and round and round we go. In October 16th I am charged another $10.80 + $18.95. I haven't gotten a straight answer from Club Fitness to why I keep getting charged. I would like to be refunded for damages caused by Club Fitness.

  Business Response

  Date: 10/30/2023

  Mr. Pope only cancelled his membership on 8/10/23 not ***** ******. *****'s cancellation was not received until 10/20/2023. We have waived the 30-day notice that should occur in November for ***** Pope. 

• Initial Complaint

  Date:10/03/2023

  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.

  I had a membership at Club Fitness. (The *************** location was my location). I joined Planet Fitness in November of 2022 because of a deal they had. I called Club Fitness sometime in December or January of 2023 to cancel. They said I needed to go into the Club to cancel. I did that on February 2nd of 2023. I told the person behind the counter I was told to come in to cancel. She said she took care of it. I asked if there was anything else I needed to do. She said no everything was fine and that I was canceled. I had not been noticing that they were charging me. I had them on automatic billing through my bank. It was only about a month ago in August when I noticed that I was still being charged. I called my bank and put a stop payment on them and asked for reimbursement, or I disputed the charges. Because of their rules they would only refund charges made in the last 60 or 90 days, I can't remember the exact rule. So basically Club Fitness charged me each month since February 2nd for 8 months plus one extra charge, and when I went in today to ask for a refund for the 6 months that the bank would not refund the person behind the counter says said I should have asked for a receipt, but I told her I followed Club fitness's instructions and did exactly what they told me to do. I have heard that this is something Club Fitness does, but you would probably know better.

  Business Response

  Date: 10/04/2023

  We have communicated with this member by email.  Two emails were sent prior to 7:30 AM this morning, 10/4/2023.  We notified the consumer that his cancel submission has been located and to please allow 7-10 days for his refund to fully process.  The membership has been terminated.  

  We apologize for the error. 

  Thank you 

• Initial Complaint

  Date:09/19/2023

  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.

  We cancelled our memberships in Aug. We paid the cancellation fee. They billed us today. I tried to call and there was no way to get through.

  Customer Answer

  Date: 09/20/2023

  I went to the facility after not being able to contact their billing department.  A young man, *******, helped me and he called me today to tell me the credit is being processed and I should see it next week.

  Business Response

  Date: 09/21/2023

  Thank you for bringing this to our attention.  Our Billing and **************** is handled by a third party company, *** Fitness Solutions. Members are supposed to be able to reach them 24 hours a day, 7 days a week.  They did not process one of your two submitted cancels properly.  I see that this has now been corrected.  Your credit should show up on your statement in a few days.  We apologize for the error *** made and that you were unable to get in touch with the billing department.  If you have any questions, please reach out to **************************************

  Thank you

• Initial Complaint

  Date:09/18/2023

  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.

  Date of transaction will be 9/18/2023 My gym location in Granite City is closing because there lease is up. You had the choice to transfer to another gym. I chose collinsville. It is too far. I had until 09/22/2023 to make a decision. I went to cancel my membership in my local gym and they are charging me a 95 dollar buy out fee.

   

  LOCATION INVOLVED:

  ABC fitness solutions/club fitness
  3443 Nameoki Rd
  Granite City IL, 62040
  618 2192699

  Business Response

  Date: 09/18/2023

  We have cancelled your membership effective immediately, with zero balance owed.

  Please note: The reason our Billing Company was saying that a buyout fee was owed, is because you had requested to make your home club Collinsville.

  The transfer to Collinsville was done mid-August.  Your cancel request was submitted mid-September.  Our Billing Company was processing your cancel

  correctly as a Collinsville Membership.  

  We're sorry to see you go,  We wish you the best with your health and fitness goals.

• Initial Complaint

  Date:07/01/2023

  Type:Billing 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 walked into the gym on May 24, 2023 around 3:30pm CT to cancel my gym membership. I asked what I needed to do and when I could cancel. I was told to come back June 21 as this would be the earliest date I could cancel and then they could submit the cancellation request. I was informed I would NOT be charged June 24 if I cancelled before this.Fast forward to June 26, I had realized I was charged June 24 as I forgot to go into the gym to cancel. My fault, I understand. However, when I went back to the gym to then cancel on June 26, I was told I was provided incorrect information and would have still gotten charged June 24. I was also informed that there were no notes in my account that I wanted to cancel, so my actual cancellation request wasn't processed until June 26. I was informed by the Assistant Manager that if the representative before submitted notes to cancel, this would have been no issue. So now I have a June 24 charge on my card, and I'm being told that I am now going to be charged July 24 because the initial representative FAILED to tell me any of this or document my cancellation request.I emailed Club Fitness and they are not understanding that THEIR representative gave me wrong information. If the representative would have submitted the cancellation request as I asked, none of this would have escalated. They also keep informing me that my cancellation date was June 26, when it was IN FACT May 24 as that is when I initially went into the gym to cancel. I have uploaded emails to and from Club Fitness. They also sent me a cancellation request for a person that I am not familiar with. This seems like a whole other issue.Because I have now wasted my time and gas money to get this cleared up, I am requesting a refund of $43.68 for June 24 and to not be charged for July 24.

  Customer Answer

  Date: 07/03/2023

  ******************************************************************************* Is the address of the ****** Club Fitness. 

  Customer Answer

  Date: 07/07/2023

  Good morning,

  I emailed a different Club Fitness address and they were able to confirm that the 30 days were waived and I would not be charged for July. I will accept the June payment and move on. Please cancel/close this complaint.

• Initial Complaint

  Date:06/17/2023

  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 cancelled my membership (Account #: ***********) on 2/7/2023 at CLUB FITNESS K AND N PLAZA at the front desk. The employee said he cancelled my membership, the last payment would be on 3/6 on my credit card, and access to the club would end in 30 days after 3/6. That person didn’t offer to provide me with a paper copy to confirm cancelling membership. On 4/6/2023, I had a charge on my credit card since the membership was not cancelled as expected on 2/7/2023. I called ABC Fitness Solutions, LLC on 4/26/23 for an answer why the membership was not cancelled. The CSR told me that I needed to send an email to cancel membership. I emailed as requested and a few days later, a email response that I needed to go into the club to cancel membership. On 5/5/2023, I talked to manager, ******* ********* at CLUB FITNESS K AND N PLAZA and he cancelled membership with paper copy and then checked the access computer to confirm that I wasn’t in the club since 4/6/2023. THAT CONFIRMS I ATTEMPTED TO CANCEL ON 2/7 and they are screwed up! I disputed charges with my credit card company. I want club fitness removed from my credit report over this incident. Thanks, ***** *****

  Business Response

  Date: 06/20/2023

  We are unsure how this mix-up happened.  We have found documentation of your original cancel submission in February 2023. Your membership termination has been backdated.

  The chargebacks re-posted to your account so we have refunded your account accordingly.  We apologize for the error in processing your cancellation. 

  We wish you the best with your future fitness goals.

• Initial Complaint

  Date:06/07/2023

  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.

  Been a member of the gym for over 5 years and about a year ago I upgraded to be able to have access to more things like the kids club. About a month ago they denied me access and said I’d have to upgrade. I didn’t and they started charging me &40.99 when my membership is only $30.99. They told me I owed them $80.00 in order to fully cancel my membership. I’m not under any type of agreement and canceling my membership should only be $30.99 for the lag in their cancellation process. I’ve found out they don’t have the proper licensing and certification for their employees to run the kids club. This information was provided by a current employee of there’s who is the GM of the area i’m in. I personally feel they need to be investigated because they have over 25 locations. My goal is to get my bill corrected and membership cancelled.

  Business Response

  Date: 06/13/2023

  You were charged $10.00 more per month due to Invalid Billing Information on your account.  Per your Membership agreement, under the paragraph ‘Automatic Payment Plan’ it clearly states: The monthly amount is discounted based on automatic payments. The monthly rate will increase by $10 for non-automatic payments…

  You submitted your required 30-day notice of cancellation on 6/5/2023. This makes your last billing date 6/30/2023, in the amount of $40.99.  You owe a past due balance for your declined payment from 5/30/2023 in the amount of $40.99.  Total ending balance $81.98.

  Club Fitness does not run “Day Care Facilities”, we provide free babysitting services, which are not required to be licensed, our employees do not require certification to work in the Kids Clubs.  A parent or guardian is required to remain on the premises, the entire time their child is present.

  Club Fitness currently as 19 locations, not 25.

  Your bill is correct. Your membership is pending cancellation upon final payment of $81.98.
  Thank you.

  Customer Answer

  Date: 06/14/2023

  Complaint: ********
  
  I am rejecting this response because: 

  my agreement was a 12 month agreement and I wasn’t informed of no such agreement to automatic payments surcharges. Your employees must have a CPR, first aid and blood borne pathogens certificate. Your company continues to go up on prices and change membership access then you slap everyone in the face and take away what they upgraded for. Good luck on your business. You’ll run it in the ground the same way golds gym did. 
  
  Sincerely,
  ****** *******

  Business Response

  Date: 06/15/2023

  Below is copy/pasted from your signed, 12-month minimum agreement.

  Automatic Payment Plan. By signing this Agreement, you agree to pay the applicable monthly dues, as well as the increased
  monthly dues amount and annual membership fee, as set forth herein, and any past due amount owed, by automatic payments
  billed to a checking, saving, credit or debit card account, as identified in the attached Exhibit A. Should any payment decline / return
  for any reason, the amount owed will be reattempted until payment is collected in full. This includes but is not limited to more than
  one monthly payment, annual fee amounts, late fees, and returned fees. Should any dues or fees become more than 90 days past
  due, you are subject to the full balance owed being sent to an outside collection agency. The automatic deductions will begin on
  _11/30/2021_ and will continue until a 30-day notice of your intent to terminate this Agreement is received, in writing, as
  set forth herein. Your last billing will occur within 30 days of your termination being received, as well as being billed for all past dues
  amount owed. If for any reason you are no longer able to keep your automatic payment details current, this does not reduce your
  obligation of payment for dues, fees or past due amounts owed. The monthly amount is discounted based on automatic payments.
  The monthly rate will increase by $10 for non-automatic payments. Nonpayment or cancellation of reoccurring payment does not
  terminate or reduce your obligation of your membership and will result in additional fee(s). Any changes to the EFT automatic billing
  must be made five (5) days prior to the billing date. You agree to waive your right to receive prior notice before billing including but
  not limited to monthly fees, annual membership fees, tax changes and / or additional fees.

  Business Response

  Date: 06/15/2023

  All details are addressed in our Membership Agreement. If you would like us to mail you another copy so that you can read it, please let us know.  We will be happy to do so.

  Thank you for your concern and good luck to you as well.

• Initial Complaint

  Date:03/20/2023

  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.

  I'm writing to request a complete reimbursement for the charges made to my account. I was unaware that my expenses were increasing. Typically, I spend $9.99. I paid $29.49 in January, but I don't see a charge for February. I was charged $38.99 on March 3 and $29.49 on March 17. I want my $97.97 in full refunded. The man I dealt with told me he could only give me a refund of $47.50. I requested a supervisor, but he could not provide me with one. Perhaps the call was dropped or he hung up. On March 4th, as directed, I physically went to the gym to cancel my membership. I was instructed to email them as well. I responded to the email and attempted another one. I haven't heard from anyone. Membership number **********

  Business Response

  Date: 03/22/2023

  ********* billing date is the 11^thof each month. Her monthly fee is $9.99 per month.  The only time she pays more for her monthly fee is if the payment has declined for any reason (a service fee of $19.50 applies) or if the payment is more than 10 days late (a late fee of $10.00 applies).  This is per the Membership Agreement that ******* signed.

  Please see attached copy of Agreement and Payment History. 

  We have also attached a copy of the Confirmation Email that ABC Fitness Solutions sent to *******.  She was not instructed to send an email, her confirmation email informed her that her 30-day written request has been fulfilled via her email.  (The club sent the email Cancel Submission on her behalf).

  A refund of $97.97 is not warranted.

   

  We respectfully request this complaint be removed.

   

  Thank you,

   

  ***** ***

  Business Response

  Date: 11/21/2023

  As previously responded, ********* billing date is the 11th of each month. Her monthly fee is $9.99 per month.  The only time she pays more for her monthly fee is if the payment has declined for any reason (a service fee of $19.50 applies) or if the payment is more than 10 days late (a late fee of $10.00 applies).  This is per the Membership Agreement that ******* signed.
  Please see attached copy of Agreement and Payment History. 
  We have also attached a copy of the Confirmation Email that ABC Fitness Solutions sent to *******.  She was not instructed to send an email; her confirmation email informed her that her 30-day written request has been fulfilled via her email.  (The club sent the email Cancel Submission on her behalf). All documents have been provided.
  A refund of $97.97 is not warranted.
  
  We respectfully request this complaint be removed once again as it was in March 2023.

  Customer Answer

  Date: 11/22/2023

  Complaint: ********
  
  I am rejecting this response because:

   

  Could you please explain why I had to visit the facility to cancel my membership even though I was still being charged? Please explain it.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/28/2023

  The BBB has closed this case numerous times and customer keeps reopening with the same original complaint. We have nothing further to provide and BBB keeps closing in our favor.