ComplaintsforClub4 Fitness

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  L the gym charged $77.98 to my card over a month AFTER the membership was cancelled. When we tried to dispute the situation, they basically said that I was lying because I had no proof and therefore would not refund me any money. I had to push just to get them to really cancel it. Then on top of it all, they were completely condescending over the phone, cutting us off mid sentence and actually lying about what they said. When we continued to tell them I should not be charged, they actually continued to come back at me and tell me that it was my fault and they weren’t going to do anything. This is so much so that my bank is actually able to consider it a fraudulent charge because I was not supposed to be charged. I have also come to find out they do this to many people and many people have had to get their banks to help them because CLUB4 scammed them took money from their cards when they were not authorized to. Unfortunately, this seems to be a common reoccurrence. I hope it can be stopped.

  Business response

  08/05/2024

  Our membership agreements clearly outline how to cancel a membership. I attached a screenshot of this. Members can call a recorded line or go to a website to cancel and will receive proof of a cancellation. Our billing company shows no record of a call from this member but they made several calls to reach the member about a past due balance. I'll attach a screenshot of some of those calls but this does not show all calls since the screen size is limited. I can provide a pdf of that if needed. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I left on military duty in March of this year. I'll be gone for 18 months. I told Club 4 that I wanted to pause my gym membership. Since March, I've been charged every month. I call them every month and tell them to stop billing. It keeps happening. Somehow, they can't find my card number in their system and find my billing info to stop it. I even gave them my complete card number last month. I have an app that tracks reoccurring billing and ,yet again, Club 4 will be charging me in 5 days. To make matters worse, I've also been getting double charged. They don't know why. I don't have any relatives or spouses that I'm paying for. They keep saying they'll credit me, but they haven't stopped charging me. Thus, I'm paying for 2 memberships 5 months after asking them to pause my account. ****, the manager at the *********** location, hasn't seemed to fix the problem after several months and phone calls.

  Business response

  07/24/2024

  Hi ************************ did get the information to me and I managed to find the other account that was billing. I did have the information removed and stopped the billing. **** asked me to credit your membership but I will be glad to handle it however you'd like. I also want to make sure we have your membership frozen for the right amount of time. Can you reach out to me directly and we will get this sorted out this week? ************************************************** 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One afternoon around late February/early march, I went into club4 seeing that my card did not get charged because I had gotten a replacement card. I saw that they charged me over twice the amount for a late fee asking why, but they did not have a definite answer. Because of that I told them rather than waiting for my card to come in the mail to just cancel it for me. They had no follow up questions just said “ok” now I’m being sent letters about debt collecting

  Business response

  07/23/2024

  As per our membership agreement, Members are subject to late fees when payments do not go through. ****** chose to have his membership draft from a credit card, thus was subject to late fees fro missed payments. We do not cancel members in club at Club 4 Fitness. They are directed to a My iClub Online portal which they set up  access at the point of joining. The member then cancels from that portal. The other option is to call ABC billing solutions directly. Both methods are outlined in the digital agreement sent to ****** when he joined as a member. ****** was also made aware of his overdue payments and pending collection status by ABC billing solutions no less than 20 times. I will include the cancelation policy from the digital agreement as well as screenshots of the numerous logged attempts at contact from ABC. These include calls, emails, and texts. Having shown all this, ****** is responsible for his collections debt with ****** and associates

  Customer response

  07/24/2024

   

   Complaint: ********

  I am rejecting this response because: I am writing to formally dispute the debt collection efforts regarding my gym membership fees. Despite my attempts to resolve this matter directly with your establishment, I am disappointed by the mishandling of my cancellation request.
  I approached one of your employees to cancel my membership. To my surprise, instead of guiding me through a proper cancellation procedure, they simply acknowledged my request without providing any information about additional steps or protocols required on my part. At no point was I informed about the necessity of using a specific portal or method to confirm the cancellation.
  Following our conversation, I ceased using the gym facilities assuming that my membership was duly canceled. Subsequent messages from your end were disregarded as I believed the matter had been resolved per our initial interaction.
  The current situation, where debt collectors are being involved due to what appears to be a misunderstanding or mishandling on your part, is deeply concerning. It is clear that there was a lapse in communication or training within your organization, as evidenced by the discrepancy between what I was told and the subsequent actions taken against me.
  The current situation involving debt collectors is alarming to me, as I was under the impression that my membership was effectively canceled after our initial conversation. It seems there may have been a miscommunication or procedural oversight on your end.
  I kindly request that you review the details of my cancellation request and confirm its processing. I would appreciate it if any debt collection efforts related to my account could be halted until this matter is clarified.

  Regards,

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

  Business response

  07/30/2024

  ******, 

  You were informed of the cancellation policy when you joined. I literally uploaded your signature on the cancellation policy. It lists out the two methods of cancellation there on the agreement that was sent to you with your signatures on it. We have never cancelled memberships in club because we use the My iClub online portal. Can you tell me who you spoke to that said they would cancel your membership?

  Customer response

  07/30/2024

  I wanted to continue to pursue my complaint against Club4. I may have clicked by mistake that i didn't. Complaint ID: ********

  Customer response

  08/06/2024

  Yes, I'm not a bloke and can see myself my own signature. I'm 100% aware of my own signature I signed wen signing up for the membership. Nobody reads the fine print especially for a commercial gym membership. Like I said before, I told whoever the front desk girl was and told her i wanted to cancel my membership and she did not go any further than "ok". I don't know her name but she was a brown girl if that makes any help for you there. 

  Business response

  08/06/2024

  So to recap:

  We signed you up, explained the terms of the membership including cancelation, and sent you the terms as soon as you joined. You, by your own admission, did not listen to or read said terms but still signed. Then, you did not follow the terms explained to you and sent to you because you did not read the terms. You then have heresay of speaking to "a brown girl" at the font desk. We hand out cancelation instructions at the front desk when a member inquires about canceling. Has been SOP since day one. You would have received this card when asking about canceling. The card also outlines the instructions. We did everything on our behalf to ensure that you had all the resources to cancel your membership. You, by your own admission, chose not to read or follow said instructions. At this time, I am unable to do anything further. Please reach out to ****** and associates to take care of the balance.

  Customer response

  08/06/2024

   

   Complaint: ********

  I am rejecting this response because:
  I signed up online back when the gym was open for the first 6 months~. I went in the following day and they had me sign something and asked for my card that's it. Maybe back when you guys were actually busy like that, your employees skipped over instructing me anything. I told the front desk I wasn't about to get overcharged for something that i explicitly told them to pause my account because my card was being replaced, while figuring out why I was being OVER charged the late fee amount. Paying the late fee is fine, but its when I'm being overcharged almost double what the late fee was supposed to be. This is absurd

  Regards,

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

  Business response

  08/06/2024

  We have provided documentation. You have admitted that this information was provided to you and that you neglected to read it. You have provided no documentation to suggest that any fees charged to you are incorrect. We find that your continuous rejection at this point to be unwarranted. If you have documentation that clearly shows improper charges, feel free to submit.

  Customer response

  08/06/2024

   

   Complaint: ********

  I am rejecting this response because:
  I don't have any screenshots of any documents otherwise i would have sent them earlier. I clearly remember being charged 98 dollars and some change when my membership only costs 27 dollars. I don't know how much your late fee really is but  should not be over 3 times the amount. After even all of this being said to your employee, even she knew that wasn't right. So I told her to just cancel my membership and were back at square one.

  Regards,

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

  Business response

  08/07/2024

  Without any documentation we can only assume that your balance is still due.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I saw the other 1 star reviews on this business. In addition to sharing my experience on ******* I find it relevant to post here. About 3 months ago, I found out that Club 4 Fitness ( *********, *******) location has me on their we will refuse you membership list. I think it is important to highlight that this is because one of their recent (within the past year) group fitness instructor hires badmouthed me. This group fitness instructors name is *************************. She has a record of repeating the same disability discrimination behavior at her previous employer Health First Pro Health and Fitness Center in *****, *******. In November 2023, ***** took me (a paying client of this gym to court) to obtain a restraining order against me. This is because she did not want me in her group fitness classes. She did not do this to any other member at this gym, except me. She did this to me as she did not want an individual with a developmental disability in her group fitness classes. As a member on the autism spectrum, I have different mannerisms. And my different social and communication differences from the other members, did not go over with her. The judge presiding over the case saw right through her and her witnesses who attended her classes. She had other members testify at the court hearing and still lost. This is because there was no stalking that occurred at all. She made up the story and took it to court because she hated having a developmentally disabled individual in her group fitness classes. She thought that she could use her posse to get me kicked out of the gym and she was unsuccessful. Upon the judge dismissing the case she had against me, ***** was given the quit or fire option by Health First legal departments attorney. Her boss had to comply. The director of the gym **** did not view ***** as a loss at all. ***** now works at Club 4 Fitness *********. Be weary if you have a disability of any kind. ***** will discriminate against you.

  Customer response

  07/08/2024

  Club 4 Fitness *********, ******* location

   

  My address is ******************************************************************************;

  Business response

  07/15/2024

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

  We at CLUB4 Fitness practice an impartial and nondiscriminatory approach to membership and ***** all prospective members the same ***** in anticipating that they will each uphold all CLUB4 Fitness rules of membership and behave in a manner which is at all times appropriate while at or in one of our CLUB4 facilities.  When you indicated that a decision had been made to refuse you membership, we took the matter very seriously and demanded all notes, text messages between you and any current or former employee, as well as all other documents or historical information that could speak to the nature of the acts you have described in your complaint against a current CLUB4 Fitness employee as well as CLUB4 Fitness as a business.

  Upon receipt and review of the above-described information, we can certainly say that the erratic nature of your earlier communications with this CLUB4 Fitness employee coupled with what can only be described as emotional volatility certainly lend themselves to the reason that you have not been invited to join CLUB4 Fitness as a member.  Your communications were mean-spirited, profane, and reflected a level of behavior that has never been tolerated from any CLUB4 Fitness member nor will be in the future. 

  Per your own statement you have been very happy at Pro Health and as such we encourage you to continue that membership. Since our CLUB4 Fitness employee no longer works at Pro Health, you can continue to work out, take group exercise classes, and generally enjoy your membership without having to cross paths with someone you so clearly despise.  And, I will ask that if you are serious about being considered for membership at CLUB4 Fitness, you look to proving yourself capable of rising above all matters that have already occurred outside of any CLUB4 Fitness facility for a significant enough period of time to signal an overall change in your attitude and your willingness/capability of meeting all CLUB4 Fitness membership expectations of behavior.  Perhaps a full year with no verbal or social media attacks against CLUB4 Fitness personnel will build a solid enough foundation from which to build a case that you are CLUB4 Fitness membership worthy to have the matter reconsidered at that time.

  However, without that level of committed behavioral change (given the vitriolic and aggressive nature of the communications from you to multiple CLUB4 Fitness employees we have now reviewed), we are comfortable that the decision to abstain from offering you membership was right and appropriate at this time and it will stand.

  CLUB4 Fitness Senior Leadership

  Customer response

  07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This gym charged me two months membership when I haven't used the facility at all. They intentionally make their cancellation policy abuse to wrench out an extra couple of months from people. It is wrong and intended to prosper from malicious policies.

  Business response

  07/09/2024

  We noted on the account that ****** called to obtain the information necessary to cancel and it was emailed the same day on 6/11/2024. When members join, they are asked to sign a specific field that is displayed on the signature pad stating "I acknowledge the 30-day cancellation notice policy in the agreement". I have attached the screen shot that includes the signature from this member and specifically mentions the 30-day cancellation policy. Club4 doesn't hide its policy about cancellation. All of the information is in the agreement, visible on our website, discussed during the sign-up process and explained again when cancellation is requested.

  Customer response

  07/09/2024

   

   Complaint: ********

  I am rejecting this response

  For what reason are we requiring people to pay an extra month after cancellation if not just to try and catch people off guard and take money that they didn't mean to spend for a service they did not use and never intended to? Business practices like this should be phased out. It is dishonorable and cowardly. $26 is change. I only argue this point because apparently wanting people to only have to pay for the months that they are active in the gym is treated like a foreign concept. 

  If I cancel my membership. That should be the last month I am charged. Anything else is an intentionally aggressive business tactic meant to take from customers. Whether it's an industry standard or not.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This business failed to cancel a membership when requested has continued to add fees and has sent me to collections on top of this there is another account that that is not me I didnt agree with my signature is not my signature when I asked for help at the club they said they couldnt help and the manager said there was no one higher then him to talk to which I dont believe by far he gave me a 1800 number for billing, spoke with billing they told me I had to call the club I called and spoke to the manager again said he didnt know why they would tell him that when he knew before hand that they would because he warned me they would. Said nothing I can do about it because he has no control gave me the collections agency the collection agency couldnt help and they only solution the manager would give me was to pay for accounts that Im not responsible for. In total I had 3 accounts 1 current 1 that was suppose to be closed one that I have no idea who it is all billing me at the same time. How is this legal? How cant they help me? I dont understand. Im coming to you guys before I get a lawyer. Also said he will send my email to the higher *** but they are going to say the same thing and not help after he told me there was no one higher

• Initial Complaint

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April I went to club fitness to get a membership. I waited like 3-4 days to go back and give the gym a shot. Went it side and seem good but the very next day after that they close the sauna and showers. Due to someone starting a fire in the mens bathroom. I try cancelling my membership since then and after being told that it has to be in writing now i am being told i need to wait 30 days they will charge me for June and then cancelled. I been to this gym 1 once. And they want to charge me for a service that I am not receiving and that they didnt inform me of a 30 day cancellation period at all.

  Business response

  05/22/2024

  Thank you for your feedback, *********. We're sorry you found the cancellation policy confusing; our fees are stated in our promotional materials as well as in the agreement you signed when signing up for a membership. Please see attached agreement. We offer a month-to-month membership, no contracts with a 30-days' notice cancellation. We are sorry about the Men's sauna, unfortunately someone tampered with, and we are ordering a new one. Please reach out to management directly at the club if you need further assistance. Thank you.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jam not liable for this debt with ****** *** ********** I do not have a contract with ********* ****** *******. LF, they did not provide me win the original contract as I requested

  Business response

  06/03/2024

  Please see attached signed membership agreement. Please pay due balance of $227.00. Membership has been in collections since 02/2023.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The complaint is. I attempted to cancel my contract with them 3 months ago and they couldn't do it at the gym. Gave me a # to call and it wasn't helpful at all. It didn't even allow me to cancel my contract. I attempted to call corporate but no one ever answers their phone at the corporate office or at the gym. I left several messages but no one ever responded. I complained about them charging me for months I never even went to the gym after I tried to cancel my contract. It's like a scam how they made it impossible to end your contract. If they sign people up in the gym, why can't they cancel my contract there as well. The cancelling process they have is a scam because they never answer the phone or messages. The automotive system doesn't help you either.... It's literally impossible to end a contract with this gym. They keep charging me for months after I sent them emails requesting to get out of the contract... It's a scam and I tried everything to get out of it. I had to pay my bank to block them from charging me each month...

  Business response

  05/07/2024

  Good morning Mr. *******. The cancellation process is stated on the first page, first paragraph of your agreement attached. You simply go to ********************* and register with your information: agreement number, first name, last name, email address and zip code. Once you register, you log in, on your membership agreement tab simply "click cancel" we have a 30 days' notice cancellation policy so there is always one more invoice from the date you process your cancellation. Thanks, and have a wonderful day.

  Customer response

  05/07/2024

   

   Complaint: 21662129

  I am rejecting this response because: That's a scam how they gave me a # to go online and use it to opp out of my contract. It doesn't even work online when I attempted to use it. So I made several several calls to the gym and a corporate #. No one answers or returned any of my messages for the purpose of prolonged months of fees now due. If it's so easy to walk in and sign up. Why do they put you through a ringer to simply cancel?? I'm a truck driver and I don't have time for all of this crap. I'm on the road now having to attempt to get this straightened out. I been paid them for a month that I didn't even go into the gym and that was a payment for the next month after I asked them at the physical gym to remove me from the contract. It's a scam.... I will not entertain the fake process of the go online crap. Just remove me off the contract before I get a lawyer and expose your business. 

  Thank you.

  Regards,

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

  Business response

  05/07/2024

  Good afternoon Mr. *******. Reiterating the cancellation process is stated on the first page, first paragraph of your agreement attached. You simply go to ********************* and register with your information: agreement number, first name, last name, email address and zip code. Once you register, you log in, on your membership agreement tab simply "click cancel" we have a 30 days' notice cancellation policy so there is always one more invoice from the date you process your cancellation. Thanks, and have a wonderful day.

  Customer response

  05/07/2024

  I went through the whole process of going to the gym and got a member # they gave me for online cancelling my membership. It doesn't work and gives you the run around. I called so many people there HR, manager, corporate #, the gym itself, etc. I left so many messages and no response. I called and ask them to contact me days before I filed a complaint with the BBB. No response to voice messages or emails. They are a scam and I don't want to keep playing with them on the go online and do it. It never worked every time I tried it because it doesn't give the option to cancel on there. 

   

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoke to the manager this morning and refuse to refund me my money they continue to take out of my account. My membership has been cancelled since October 2023 with a last payment of to be taken out on November 2023. Cancelled again on December 11, 2023 They charged my account on December 28, 2023 and again on January 29, 2024. Can’t make this up but my account was cancelled back in October of 2023. Now the manager tells me it shows I was cancelled last month. Please stay away from scammers and companies like this who refuse to solve the customer issue but tells them to look up the corporate office number under google?? ??????? can’t make this up …and you’re the manager?? But do not know the corporate office number for the company that employs you and you’re in a leadership position. Very unpleasant and down right incompetent to say the least. A collection agency called me today 04/30/2024 stating that I still owe money $256 to Club 4 Fitness Kenner called the billing department spoke with a Supervisor and she stated that is incorrect and my membership has been cancelled but it shows in their system that there’s still a membership open under my wife’s name. Can’t make this up!! Then I was told that they would contact Club 4 Fitness Kenner in writing to see if they can fix this issue. But this will take 3 to 4 business days and she would contact me once she received an answer. Called Club 4 Fitness Kenner spoke with General Manager ******* who was very rude and unprofessional which I was not surprised by at all concerning this entire scam from this business. He refused to give me the owner’s information and to have the owner get in contact with me. If my account is not closed ******** ****** ************ and the account under my wife’s name ( which should have never been opened in the first place) ******** **** ************ is not closed immediately and I do see any collection on my or her credit report I will sue you and this company Club 4 Fitness Kenner.

  Business response

  05/01/2024

  Good morning Mr ******, I hope you're well and having a great day. Please allow me to clarify by attaching a copy of your agreement which states our cancellation process and policy: 30 days' notice means you are responsible for the invoices within the last 30 days of your cancellation and can still use the club foor those last 30 days. I am attaching a copy of your notes including your cancellation request which was received on 12.11.23 therefore your last invoice was 12.28.23 and last date to use the facility 01.27.24. Please see a copy of your billing history attached. Your balance if for your last draft on 12.28.23 which was revoked by your banking institution and still owed for services rendered. Your total balance is currently $38.22 Thanks and have a wonderful day. 

  Customer response

  05/01/2024

   

   Complaint: 21648432

  I am rejecting this response because:

  I have made several payments to ABC Club 4 Fitness as shown above from my USAA checking account. Further I cancelled my account since the end of September of 2023 and I understand the 30 days time frame which means payment should have been taken out on October 28 but instead this business advised something went wrong with processing cancellation in the system. That is not my issue so I cancelled a second time on December 11, 2023. They took money from my bank on December 28 and January 29 of 2023 as shown in the evidence above from my bank account statement. Therefore money should have only been withdrawn from my account on December 28, 2023 because of the 30 days but instead money was also withdrawn from my account on January 29, 2023. Like I said before I am a military retiree and I keep all of my financial records and have no reason to lie about $38 gym fees. But the disrespect  very unprofessional and nonchalant attitude from this business and the owner is absurd. The owner stated in response to my google review he would investigate and respond back but never did. That was over 2 months ago instead have a collection agency calling me stating that I owe $256 to ABC Club 4 Fitness. I will forwarding all this to my attorney as evidence of the lies and how this business attempts to scam their customers especially one who dedicated 21 years of their life in service of this great country. This is much more than just about money it’s about principle and treatment of people.

  Regards,

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

  Business response

  05/02/2024

  Good morning Mr ******, I hope you're well and having a great day. I would like to reiterate by attaching a copy of your agreement which states our cancellation process and policy: 30 days' notice means you are responsible for the invoices within the last 30 days of your cancellation and can still use the club for those last 30 days. I am attaching a copy of your notes including your cancellation request which was processed by yourself and received on 12.11.23 therefore your last invoice was 12.28.23 and last date to use the facility 01.27.24. Please see a copy of your billing history attached. Your balance if for your last draft on 12.28.23 which was revoked by your banking institution and still owed for services rendered. Your total balance is currently $38.22 Thanks and have a wonderful day. 

*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. ↩