ComplaintsforAnytime Fitness

• Initial Complaint

  10/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complaint for Anytime Fitness for misleading information regarding contract/ membership. I signed a 2 yr contract on 9/9/2019. Called gym on the date of 4/6/2020 inquiring about the wrong payment coming out of my account. At signup, I was told payment from debit/credit card would be $34.95, vs directly from a checking account payment would be for $29. I have never been charged the $29 and it has always come from my checking account. I have also requested to cancel the contract due to several factors like: during covid they were closed for months high risk pregnancy moved over 25 miles from gym (contract state over 15 miles, i could cancel) Each time I was told by staff members (*****, *****, *****, *****) that I would need to come in person to cancel. I have done so 3 times and they still refuse to cancel. My contract ended 9/8/21. I called the gym 9/22/21 to verify it canceled. I was informed it auto renewed again. They flat out refuse to cancel this membership for over a year.

  Business response

  10/11/2021

  To Whom It May Concern:

   

  I, ***** ******, Regional Director for the south region for Omada Holdings, LLC DBA Anytime Fitness am responding in regards to agreement #**, ********** *********.  We as a company have policies and procedures to abide by, however, we also try extremely hard to make accommodations in certain situations as we are a company who embodies making healthy happen.  We are a business and have the policies and procedures set forth to protect us as well.  ********** signed up for a two year agreement you can refer to via the documents I attached.  In that document it states when the agreement is over it's an auto renewal agreement with a 30 day notice to cancel in the club.  Her monthly payment is $34.95 along with the twice a year club enhancement fee $15.00 which in her case comes out in February and August.  Those are both stated in her agreement and signed by her.  We use ABC Financial Institution for all of our banking needs and they charge $19.50 for insufficient funds and a $9.50 late fee if the account becomes delinquent.  As you can see in the agreement she had a Duckhill, MS address which is within driving distance.  Her new address appears to be Kilmichael, MS which if in the agreement she could provide two proofs of residency to cancel, but again as stated in the agreement those changes must be made in the club.  She is no longer in an agreement and can cancel with a 30 day notice in person in the club. I provided her payment history and you can see she was not charged for May of 2020 due to closure mandate as well as she was not charged for October 2020 and her due date changed to the end of the month.  This was done by me personally because she came in and wanted to cancel and in doing my job to make sure she is making healthy happen we encourage no on to quit.  She did not cancel she agreed to stay on board and continue her fitness journey.  You can see we have had communication with her via the communication messages I attached.  We strive to help people which is what we did in this situation.  I will at this point send her a cancelation form via scan to sign and that will cancel her agreement with proof of residency sent back.  I am more than happy as I have stated to her to help.  Thank you for your help in this matter and please don't hesitate to contact me so we can resolve this matter.  You can reach me on my cell phone at ************.

   

  Thank you,

  ***** ******

  Regional Director

  Omada Holdings, LLC DBA Anytime Fitness

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer response

  10/12/2021

   

   Complaint: ********

  I am rejecting this response because: ***** and I have spoken more than once. She has been aware that I moved well over 10 months, and neither time did she provide me a cancellation form. She withheld this information purposely stating each time that since I signed the contract that it couldn't be canceled. Also, I again read over the contract myself and it definitely states that to cancel that I could either contact the club OR submit a written letter to the billing company and then it states the address to send the request to. I completed this. Below is the response I received which again, shows the tactics they pull to continue taking funds from customers against their wishes. I can forward this email to you (BBB) as proof it has not been edited.  I also went to the club 10/8/21, and spoke to *******, who then again tried to keep me as im still stating I want to cancel. I then flat out asked him for a cancellation form, since even then they still would not even tell me they existed. He then after asking more than once provided me the form and asked for proof of residence. I provided him with my license and attempted to pull up an Entergy bill via phone, but was told my license was sufficient. He then, with my license in hand. jotted down my address (horribly misspelled, I believe purposely to prolong the cancellation process) and then tried to walk off. I noticed when signing the form that there was a yellow copy on the back and that it was for customers to keep. I stopped him and asked him for the customer copy of the cancellation form. He then ripped it off, and provided it to me. I then asked him did he need the key fob. He advised me he didn't, but I stated I wanted him to take it since in the contract it states the fob would need to be returned also. He took the fob and walked away. I exited the building. Overall, the gross actions on behalf of this gym to hold customers who no longer need/ want their service is disgusting. I would like my money returned for the months that I did not use after I requested cancellation. I have not set foot into that building over a year other than to try over and over to cancel. I think that is a reasonable request. 

   

  Cancellation request
  Yahoo/Inbox
  
  
  Customer Care <********************************>
  To:************************
  
  Wed, Oct 6 at 10:36 AM
  
  
  Dear *********,
  Re: ANYTIME FITNESS GRENADA
  Account #: **********
  
  We apologize if you were having trouble on the cancellation request to your membership. As per club procedure, Please contact your club to cancel your membership. This is something that ABC cannot assist you with, as we do not handle cancellations for your club. Your cancellation will not be processed unless you fill out the proper paperwork at the club. Please retain a copy of your cancellation paperwork for your records.
  
  Customer Care Offline Processor
  ABC Fitness Solutions, LLC.
  Customer Care: 888.827.9262
  Email: [email protected]
  Website: www.myiclubonline.com
  Mailing Address:
  ABC Fitness Solutions
  P.O. Box 6800
  Sherwood, AR 72124
  
  
  
  From: ********************************
  Sent: 10-06-2021 10:25:56 AM
  To: ********************************
  Subject: Physical Mail-10/6/2021
  
  Physical Mail 10/6/20216647210/6/202110:22:19 AM
  
  
  Ref:MSG********
  
  
  
  Physical Mail 10/6/20216647210/6/202110:22:19 AM
  
  

  Regards,

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

  Business response

  10/13/2021

  The member spoke to me via phone 9/2/20 which you can refer to in the communication log I attached in the previous response.  On this day I set an fc which is a fitness consultation and agreed to credit her act plus I changed her due date.  This is also in the document I sent as an attachment showing her payment history which will reflect me doing this.  It is our job and mission to make healthy happen and not let people, our members give up on themselves or fitness journey.  When she did come in and discuss moving with me I did not offer a cancellation form due to the policy stating in the agreement as well as stated by me that if you move there will need to be 2 forms of proof of residency to cancel without buying out of the agreement without a buyout.  I have never received any form of proof of residency until October 8, 2021 when she came in the office and spoke with ******* who did fill out the form and even though her installment was fulfilled it is an auto enrollment which is why the payment came out again.  There was no point in proof of residency at this point only a 30 day notice to cancel in which I did not charge a payment for the 30 day notice due to her non usage.  We have done everything not only required by policy and procedure but we have tried to work with her as well.  There is no reason to credit anything as she was in an agreement and agreed to these terms upon signing up which is also provided in the agreement attached previously.  We are not here to force anyone's hand into an agreement nor force anyone to do anything against their will.  We work diligently on a daily basis to change lives and with people on the agreement if ever in a medical situation, family crisis, financial burden, etc.. In doing this it requires communication which has happened and again we have accommodated her each time.  My employee, ***** tried to explain via the phone on 9/22/21 and ********** was very disgruntle and cursing my employee.  She has mentioned an attorney and in doing so we are not able to communicate so if this does not resolve the matter she can have her attorney contact us and our attorney will handle it moving forward.  

   

  Thank you

  ***** 

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