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:11/07/2022

  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 received a call from a collection agency at a ************ phone number on 11/7/22. The person I spoke with claimed that the Club Fitness located in O'Fallon, IL sent my account to collections and that I had to pay $280 in owed membership fees. When I asked about when this alleged default occurred and when these "delinquent fees" began to accrue the person could not say. After I refuted the fees and explained that I went in-person to the Club Fitness South Hampton location in St. Louis, MO years ago to cancel my account, I was told I had to call Club Fitness refute the collections action. Next, I called three separate Club Fitness locations in an attempt to resolve this issue and no one picked up. I believed these alleged delinquent fees are fraudulent and need to be cancelled. I also want this collections action reversed and a written apology/confirmation from this company that this matter has been resolved. They make you jump through hoops to cancel your membership and even when you comply with their policies they pull this nonsense. They should be able to get my cancellation date from their South Hampton location.

  Business Response

  Date: 11/22/2022

  Our third party billing company, *** ******* *********, processed your account incorrectly.  We are having your account dropped from collections.  Please allow 30-days for this to no longer show on your credit report.

  We sincerely apologize for the way your account was handled.  If you have further concerns regarding this matter, please contact us at ***************************.  Thank you for your patience.

• Initial Complaint

  Date:11/01/2022

  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.

  On May 2nd, my wife passed away from cancer. At the end of May, I went up to Club Fitness and spoke with a Manager and told her that my wife had passed and provided her a death certificate to verify so that she would cancel my wife's membership. She said it would be dealt with. A month later, I received the charges again. In September, I filed a dispute with my credit card company. The resolution with the credit card company was that all charges from May to October were valid because Club Fitness stated my wife's membership was not canceled by the credit card company, even though I provided club fitness with a valid death certificate. They are still attempting to charge my wife, who has passed away, for a membership. I want my money back for June through October and my wife's membership cancelled as she has passed away. I also asked for a copy of the contract but was not provided one.

  Business Response

  Date: 11/22/2022

  We apologize profusely for how this was handled.  We have processed a two part refund.  One for the amount of $43.76 and one for $76.89, a total refund of $116.65.  The balance showing as owed on the membership has been waived, the account has been terminated.

• Initial Complaint

  Date:10/26/2022

  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.

  In August of 2021, After a workout, I talked to the manager and asked to cancel my membership and redeem a gift certificate for a free year that I received. The manager, who no longer works there, was 'too busy' to do the transaction on the computer at that time but she took my gift certificate from me and assured me that she would take care of it. I was not charged any further from my bank account and enjoyed my free year. The issue occurred in September when they began trying to charge a card that they had on file from my initial membership that was no longer an account. They continued to charge my membership to a closed account for the next 3 months. Now they are threatening me to either pay up or they are sending it to collections. I was reading reviews from other former members and have seen several other situations similar to mine. I enjoyed my time with club fitness in general but it seems like bad business practice to keep charging closed accounts for memberships that were canceled. Then refuse to fix this situation and make threats to send it to collections.

  Business Response

  Date: 10/28/2022

  The supervisor will be able to return calls on Monday 10/31/22. We have submitted a request for her to give you a call at the phone number you have listed in your complaint.

  We appreciate you patience. Thank you.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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 was just told today by one of the employees that my corporate/government rate will no longer include ********** This was news to me as Ive never received any notice about it. I was told I must purchase the platinum promotion and give up my corporate account.I have tried exhaustingly calling the Club Fitness HQ number and local numbers to try to speak to someone to clear this up but their phone system is either not operational or they designed it to loop repeatedly (it does not let you get through at all). Apparently they dont allow workers to actually answer the phone at any locations because that wont work either.Ive sent a request to speak to a corporate manager but I have little faith *** be hearing back anytime soon.As someone who depends on the ********* and that sees this as one of the selling points originally made to me to sign up again, Im highly irritated if they are trying to change my original policy just to pocket a few extra dollars from members who helped promote the club amongst large government agencies.

  Business Response

  Date: 10/12/2022

  Our Area General Manager will be reaching out to you personally.

  Customer Answer

  Date: 10/13/2022

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/06/2022

  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.

  I went the Club Fitness Ellisville to cancel my membership on October 3rd, 2022 and I asked two different times if I will be charged anything. I was told I wasn’t going to be charged anything. I only went one time and cancelled the membership 3-4 weeks after signing up. Today on October 6th, 2022 I got an email that I was going to be charged $104.49. This was very disappointing to hear because I asked and was told this wouldn’t happen. I reached out and no one has contacted me to resolve this issue.

  Business Response

  Date: 10/11/2022

  We are unable to comment on conversations that took place with unnamed employees,  we are unable to investigate this.  The cancel form you submitted stated your cancel reason was “Personal”. Your membership was cancelled per the terms of your signed agreement. 
  We received your correspondence via *************************** on 10/6/2022 at 11:50 AM, we responded at 2:52 PM, you replied at 5:42 PM we responded on 10/7/2022 at 6:34 AM.
  In your correspondence to us, you stated that you were cancelling due to medical reasons. You were advised that you could submit dated documentation that you have been medically advised or unable to utilize the facility, for management to review for possible waive of the Early Termination Fee.  We do not need to know your diagnosis or treatment.  You may still submit this for review.

  Thank you.

• Initial Complaint

  Date:09/16/2022

  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.

  I have been with club fitness for over 10 years. I signed up initially in ******* **** IL. I was informed on Tuesday September 13, 2022 at the ********** location that my membership went inactive on March 22, 2022. I was recommended by the assistant manager to contact corporate to get my account (**********) back active. I was freezing my account since 2020 due to covid and I was informed by the guy at the front counter that I was not freezing my account at all. There was a mix up of another ******* ****** listed in the system and her account was frozen. Mines was inactive. I explained I have been frequently freezing my account since 2020. The last time I froze my account was July of 2022. I don’t understand how I was able to freeze an account that is inactive. A lady informed me also at the front desk at the ********** location that this is a common matter of accounts going inactive due to freezing the accounts too much during the year. So the entire crew at the ********** location including the assistant manager reassured me to contact corporate and the matter would get solve since I was a valued club member for over 10 years. I asked Corporate offices to contact me via phone (************) No one has called me since Tuesday they have been sending me emails rejecting to open up my old club fitness account and providing me with the same benefits I had in the past. Corporate is trying to make me start a new plan which will cause me to pay more money.The initial plan I had over ten years ago was to pay around $600 and they years after I would pay around $120 yearly. This is what I’ve been doing for years. Now, they are refusing to honor the offer by stating my account was inactive since March. Which is not fair because I was not aware by mail stating my account expired. They sent me a rude message saying they didn’t have to inform me by mail. As a professional establishment why would you think a customer would be able to keep up with a membership expiring.

  Business Response

  Date: 09/22/2022

  All your freeze requests were applied to your membership. There was no mix up with another member. Accounts do not become inactive due to freezing too much during the year. Unfortunately, you were given incorrect information at the club. We apologize for this; it will be addressed at club level. Every time you froze your membership, the time frozen (monthly increments) was added to the expiration date of your membership, extending your Paid-In-Full time. We have never mailed or called regarding expiring memberships. Verbal notice is given upon check-in at the front desk.
  In April 2019, we mailed you a letter advising you that your renewal in the calendar year of 2019 would be your last opportunity to renew at $99.00 for one additional year. Going forward, as of 1/1/2020, the renewal rate would be $199.00 plus tax. On 4/29/2019, after you received this letter, one of our customer service representatives documented your file at 9:33AM, that she explained everything to you.
  On 1/13/2020 you were emailed a copy of the Renewal Agreement. The email stated: Attached is your agreement reflecting your renewal from 12/17/2019-12/17/2020. Please note this will be your last year to renew at the rate of $99 + plus tax for one year. Going forward your rate will be $199 +plus tax as reflected on your agreement. Please review, sign, and send back to us within 7 days to complete your renewal.
  That same day, 1/13/2020 you responded to that email, emailing back signed document pages, agreeing to the new terms.
  Your membership expired March 22, 2022. To be eligible for the $199.00 renewal rate, you would have had to renew your membership within 30 days of the expiration date.
  The Paid-In-Full Membership plan that you previously had is no longer available.
  All your freeze requests were applied to your membership. There was no mix up with another member. Accounts do not become inactive due to freezing too much during the year. Unfortunately, you were given incorrect information at the club. We apologize for this; it will be addressed at club level.

  Customer Answer

  Date: 09/23/2022

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

• Initial Complaint

  Date:09/04/2022

  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.

  Club Fitness: "The amenity changes occurring on 10/1/22 will impact all current members. Upon the effective date of 10/1/22, a Platinum Membership will be required to access the Kids Club, Unlimited Entry Level Tanning, and Unlimited Red Light Therapy". I want to cancel my membership with no fees due to the fact that they are taking away most of what was good about the membership that I signed up for. They're removing 3 major amenities from people's memberships. You may "reserve the right" to do so but let's be real.....you're robbing people blind in the name of corporate greed. And, you couldn't be doing it at a worse time, given the current economy. The staff at ********* are aggressive sales sharks. They're rude and they act like everyone should bow down to them. I'm not sure where this complex comes from but we're paying customers....you're there to serve and you get paid to do so. The younger staff is great. It's the managers that are rude, prey on younger member's ignorance, and act entitled. Protective eyewear for tanning? One employee is charging for eyewear and the others don't care. According to 1 employee, "it's required now". Get your staff on the same page because clearly they are not. The gym is overcrowded at *********. They are selling way too many memberships. The staff berated my 21 year old daughter for getting an upgrade in her tanning because the beds included in her membership were full. That's not my daughter's fault....that's your staff's fault for giving upgrades away for free (my daughter will also be leaving....along with everyone else. And, ****** reviews are always great. I'll just keep bumping mine up to the top). Speaking of ****** reviews, Club Fitness is giving away smoothies for free if you provide a 5 star review. I want out of my "contract" with no fees, given the fact that you've taken away major amenities.

  Business Response

  Date: 09/06/2022

  Our Executive Office Manager will be reaching out to this Consumer by email, today 9/6/2022.  Her request will be honored, as stated to her on 8/31/2022.  We apologize for the confusion.  

  **Regarding ****** Reviews/Smoothie promotion:  we ask that "You leave us a ****** review and get a Free Smoothie on us"...we do NOT require a 5 Star Review.

  Customer Answer

  Date: 09/06/2022

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

  Is this what you call keeping everything the same (see below from Club Fitness on 9/2)  I'm thinking it's "NOT".  It would help your business tremendously, if you didn't reply to complaints with SO MANY CAPS IN YOUR REPLIES.  You seem bitter and jaded, which definitely comes alive in the gym by the manager at *********. You might check your attitude at the door.  You are a junk gym, not a Lifetime Fitness. To clarify, I want my membership cancelled with no fees.  Your attempts at robbing consumers blind, aren't going unnoticed. 

  "****,

  To upgrade to the Platinum, the rate would be changed to $39.99 plus tax/month.
  
  Your account was set up under a minimum term of twelve monthly payments of $31.99 plus tax. Currently there have been four(4) payments fulfilled towards the minimum. Cancelling now would result in an early termination fee in the amount of $106.05"
  
  
  
  

  Business Response

  Date: 09/08/2022

  As stated in my original response, we are honoring what you were told on 8/31/2022.  On 9/6/2022 our our Executive Office Manager emailed you: Hi ****! I have been made aware of your BBB submission.  I would like to confirm that your early termination fee will be waived upon your submission of cancellation being received in person or by mail is processed. I take full responsibly and apologize for this error my team made when communicating with you on 9/2/2022 by email. I hope you can reconsider Club Fitness for your health and fitness wellness in the future as we continue to improve our service.

   

   

  Customer Answer

  Date: 09/08/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  What was I told on 8/31?  I have no idea what you're referring to.
  
  

• Initial Complaint

  Date:08/25/2022

  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 had a month-to-month gym membership prior to COVID-19 that I decided to freeze and cancel. I just received a call from a Debt Collector stating I owe $200+ for this unpaid debt. I called Club Fitness and they confirmed I froze my account on 11/11/20 and it was automatically reinstated on 2/11/21. I was never notified via phone, email, or mail that the account was reinstated. I assumed the membership had already been cancelled. The Club Fitness Accounts Representative offered no assistance over the phone today and told me to work directly with the debt collector.

  Business Response

  Date: 09/01/2022

  ***** *** submitted a 3-Month Freeze request on October 29, 2020.  See Attached copy of Freeze Request.

  Freezes always begin on the member’s next billing date, which would make *****’s freeze begin on November 11, 2020.

  On November 2, 2020, ***** ***’s 3-Month Freeze was processed, and a Confirmation Email was sent to the email address on file. See attached copy of Freeze Confirmation. 

  Our Freeze Confirmations always state ‘It will automatically reopen and start billing (insert date). There is nothing in our system that will prompt us to call you to let you know that your membership is going to resume, therefore we suggest marking it on your calendar or in your phone.’ 

  *Note; email address is different than that on the BBB Complaint.  Consumer provided Club Fitness with ******************* when he signed up.  He never updated this email address.

   

  Consumer states that he was never notified via phone, email or mail that the account was reinstated.  Please see attached copy of ABC Internal Notes.

  Between 2/12/2021 and 5/11/2021, ABC made twenty-eight (28) attempts to contact ***** ***.

  After FIVE (5) Text messages were sent, ***** responded with STOP to OPT OUT of Text Messages, (so we know he was receiving our communications). 

  The Phone calls and emails continued until May 2021 when he was eventually sent to Collections on May 26, 2021. 

  *Note; the phone number that ABC was leaving voicemails at is the SAME phone number that is shown on the BBB Complaint. 

   

  We have also attached a copy of the Membership Agreement highlighting the pertinent areas.

   

  We have never received a cancel request.

  Customer Answer

  Date: 09/01/2022

  Complaint: ********
  
  I am rejecting this response because this is no attempt to resolve my complaint. This is an attempt for Club Fitness to pull back some of its' financial losses during COVID when the gym doors were closed. I called and talked to someone over the phone to cancel my membership and it was granted. Now, I'm reading that members have to come on-site to cancel memberships. However, when the gym was closed during COVID, I was unable to go on-site. When the gyms re-opened, I still chose not to go on-site due to safety precautions. Not to mention, my ****** card information was removed when I cancelled the gym membership over the phone but my membership account continued to be charged. Club Fitness is in no way attempting to resolve this issue. They are simply using COVID gym membership freezes as a way to negatively impact their customers for their own financial gains. This is why the complain was brought to the BBB. This is horrible business practice. Please do better. 
  
  
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 09/06/2022

  Cancels are not able to be done over the phone, we accept cancel requests by mail or in-person only.  Without proof of prior cancel, there is nothing further to review. We are willing to offer a settlement amount of $112.62.  If you would like to pay this amount to the Collection Company, we will have them close your account in good standing.

  Customer Answer

  Date: 09/06/2022

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

  Is that the best offer you can provide? Is there any way you can make the charge $0.00 considering I haven't used the club fitness membership since freezing the account during COVID? 

  
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/07/2022

  Type:Customer Service 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 a member with them. They said that I owe them money but I have no record of that. They sent me to collections. I have been trying to get in contact with them to get this rectified, but they do not answer their phones nor willing to call me back. I have stopped in a couple of times and they are telling me I have to speak with the manager, but I am unable to speak with them. I do not have a computer so the only way to communicate is over the phone and they never respond.

  Business Response

  Date: 07/20/2022

  After a few attempts to reach the consumer, the General Manager was able to speak with consumer and reach an equitable resolution.  Mr. XXXX would like to have his previous membership reinstated.  We have agreed to have his account dropped from collections.  We will set up his balance owed into two installments as he requested.  We are still needing billing information and and we will need to know what dates he would like us to bill his two past due balance installments.  Once we have the required information we can complete the reinstatement of his membership and Mr. XXXX may resume utilizing the facility.  

  We apologize for how this handled and the time it took to rectify this situation.