Complaints

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:01/26/2024

  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 went to the *** because I was interested in getting swim ******s for my son. At the end of March 2023 I went in person to see if I could obtain more information about the swimming ******s and decided to tour the facility as well, at the end of my tour I left my information at the front desk for them to call me with the information since the Director was not there. A month went by and I did not hear anything back so I decided to go back in person to follow-up and found out the Director had never received my information. I once more left my information and went ahead and payed $220.00 for the swim ******s so they could see that I was really interested. That itself was a problem, the person at the front desk named ****** had an attitude problem, I asked her when I would be hearing from the Director , since it had been a month since I had been there, to which she replied , " I don't know, she has another job you know!". Well, I did not know that , I don't know the director that way, it was almost like she was offended that I didn't know that. Two weeks later I got a call that the classes were starting the first week of May. The first day of my son's swimming ******s we showed up on time and proceeded to wait half an hour only for the instructor to tell me that she was not informed that my son had swimming ******s that day. I should of taken that as a sign, but I believe in 2nd chances. When we came back for the 2nd swim ****** (that was actually the 1st one) the Swimming Director ******* came up to me and said, " Are you ********?", to which I replied "Yes", she proceeded to tell me to get with the swim instructor to rescheduled the missed swimming ****** and proceed to leave. Never once did she offer an apology of why we were not given our first swim ****** and was very rude. We proceeded to get a couple of swim ******s to which the instructor just has them jump into the pool , nothing new of what he already did at home. The week of Memorial day came and the instructor proceeded to tell me that she was going to be out of town and that the director was going to call me to schedule the last few swim ******s. The week came and went and no call from anybody at the ***, even though I gave the swim instructor my direct cell number. At the beginning of June I went in person to see if the swim ******s were going to be rescheduled and the front desk just took my information and proceeded to tell me that she was going to have them call me. 2 weeks went by and I never got a call, I went in person about 10 times, almost weekly, until the beginning of August I decided to talk to a manager of *** and the front desk told me that they were not in at the time and proceeded to take my information for the 15th time. Here we are 8 months later and nobody has called me to reschedule the swim ******s or to give me any kind of explanation. Bottom line I do not recommend *** at all. The lack organization they have, I payed $220 for the swim ******s only to have my son jump in the pool. I have never been so dissapointed, not to mention all the wasted gas of having to go up there in person only to come out with no solution to my problem. I have a couple of acquaintances that have had their kids get swim ******s and have had to pull them out because they did not sense that they were learning anything.

  Business Response

  Date: 01/29/2024

  ****************-

  Thank you for making us aware of your experience with us.  First of all, we want to sincerely apologize for the service that you received from us.  There is no excuse for what you described but we have been made aware of similar issues and have made some management changes since the timeframe described in your complaint.  We will immediately refund your swim lessons in full. Please let us know if you would like to come pick up a check or have one sent to the address provided.  

  Thank you, 

  DAC MGMT

   

   

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. You can send the check to the address provided on file.

  
  Sincerely,
  
  *****************************

  6904 Dakota ****************************** ** 38654

  
  

• Initial Complaint

  Date:08/03/2023

  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.

  On March 29, 2023, my membership was terminated effective immediately. No just reason or cause was stated for the termination. However, yoga equipment was removed by myself from an exit door that was blocked by said equipment. This is a FIRE CODE VIOLATION, one in which the gym, DAC, consciously knew was wrong. This club had been previously reported earlier for another Fire Code violation but at a different location within the gym in front of an exit door. No one should block an exit door with any objects that would not allow people to exit if a emergency occurred. I spoke to the employees and informed them of said violations but they denied this was a serious issue. Clearly, having been in violation of said Fire Code before, the owner apparently didnt care for safety of clients nor employees. The *************** was informed and did investigate this issue.

  Business Response

  Date: 08/04/2023

  To whom it may concern:

   

  **************** was communicated with letting her know why her membership was terminated which was done via email.  No further explanation is or was needed.  This past week, she entered our property knowingly after her membership had been revoked.  I am not sure what the complaint is about but if she enters our property again, the police will be called, and she will be arrested for trespassing.  She is not a member of our facility and hasn't been for months. 

  ******

  Customer Answer

  Date: 08/04/2023

  Never received an email from said facility. Have tried to communicate with owner through a text and emailno response, so do not know why this facility stated am email was sent to me explaining why the membership was terminated. In response to visiting the gym this past week, I had a three day pass presented to me, and I choose to use the pass, and perhaps, speak to owner for further explanation for termination. However, someone at front desk cruelly chastised my intentions, stating the owner did not want me stepping back in this facility again.

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20419382
  
  I am rejecting this response because: Date Sent: 8/4/2023 5:15:01 PM
  Never received an email from said facility. Have tried to communicate with owner through a text and emailno response, so do not know why this facility stated am email was sent to me explaining why the membership was terminated. In response to visiting the gym this past week, I had a three day pass presented to me, and I choose to use the pass, and perhaps, speak to owner for further explanation for termination. However, someone at front desk cruelly chastised my intentions, stating the owner did not want me stepping back in this facility again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I see this is the 2nd complaint about same issue that the bussiness has not addressed! my 14 year old son should not have been allowed to sign up for a membership without proper a parent verification! I feel that they are preying on underage kids (who have not jobs and no understanding of contracts) to make a quick buck!There are very easy ways to add verification for online sign up but why? They won't make the money if they do!

  Business Response

  Date: 08/05/2023

  After speaking with our customer service manager, this agreement has been terminated and subsequently will not be charged any further.  We defiantly do not prey on underage kids. We do not allow kids into our facility without a parent under the age of 14, thus the reason the agreement was terminated when we learned of the issue.  What we can't do is police kids who get online and join our facility without parents' permission with credit cards that they unknowingly have.  That is not our responsibility.   In most cases, they use a birthdate that makes them appear of age which again, we can't police.  I am not saying that is the case here, but we will check if the child's name is provided.  We have to verify each agreement is valid prior to it syncing into our system.  We do verify birthdates to catch underage kids.  Again, we will verify and address accordingly. But putting all the blame on our business or any business is unwarranted.  

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20378622
  
  I am rejecting this response because:

  I accept the responsibility for teaching my son, who is growing and learning. but this business did not show any remorse about charging a minor or sending them to collections for contract they could not have been able to legally sign if ID was verified!! I believe it is totally illegal and I hope they will be held accountable.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2023

  If a name is given, we will verify birthdate that was entered into the online agreement when membership was purchased.   If the birthdate that was entered was one of a minor, we will correct anything that has transpired including calling any credit reporting agencies and we will have account taken out of collections.  But again, if a fake birthdate was entered into the system, there is no way we would have known, therefore, not negligent.  

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20378622
  
  I am rejecting this response because:
  Impossible to get resolution they will not correct the issue and just responding with same stuff. Theres no reputable business that would allow a contract signed without proper verification of ID only the shady one!!
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2023

  Again,  what we are asking for and asked for in previous response was the name of the person who purchased the online agreement.  If a birthdate that was entered into our system was one of a minor, we will correct any mistake that was made our end immediately.  If a fake birthdate was put into the system to circumvent our policies, that isnt on the business.  We can and will investigate on our end of name is provided.  Thank you. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20378622
  
  I am rejecting this response because:
  Same thing. A child did lie about a birthday because he is a child!!! I am the guardian who took this child so he could have a better life and we have a lot of learning to do! To allow anyone to sign a contract without verification of ID IS ILLEGAL. And he did not even go there but maybe once or twice and you charging for like 6 month worth of membership. All I am asking for is at least half of my money back and to correct your online sign up situation so it does not happen to others. 
  my name is ************************* and the underage child is Messiah ********************************* or just *******. 
  but why would you care?? You keep sending the same response without any compassion or understanding. 
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2023

  Thank you for providing the information requested.  As suspected, the young man manipulated our system when he learned that it would not allow him to join using the date of birth of a minor and entered a birthdate of someone 18+ years of age.  Our system is defaulted to automatically kick an agreement out of the que and not allow the transaction to be completed if an underage birthdate is used.  Nothing illegally was done on our part as accused but we will offer a refund of two months dues.  If this acceptable, please let us know.  This is closed on our end. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20378622
  
  I am rejecting this response because: you charged me $173.96 to cancel this account for him. It does not explain what it was for. What is the value of 2 month dues?? 

  Are you saying its ok to sell alcohol to minors because they manipulate the system? Or give them a job even though they are underage but can manipulate the system?? Your logic is not adding up. 
  

  What do you think would be a fair resolution, refund? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2023

  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.

  The *** sold me a premium membership and one of their selling points was a tanning package. they are taking the tanning down for two and a half weeks to install new tanning beds. I asked for a simple credit due to them not offering me me full service and my honeymoon was coming up. they stated in the contract they do not have to and hung up. the contract states in section j "*** shall, from time to time, determine the amount and terms of payment of dues which are payable by all Members. The obligation to pay dues is not dependent upon the availability of all *** facilities or the frequency of use. Special events, occasions or circumstances such as tournaments, repair, maintenance, acts of God and other occurrences may make it necessary for *** to restrict the use of one or more facilities or to close the facilities temporarily. *** will not reduce or suspend dues during the time when the facilities are not available" Making an upgrade/installing new tanning beds is not repair or maintenance. this company is doing upgrades so they can jack our membership up. I would like a 10$ credit to go towards a tanning membership somewhere else and an apology from ****** for being unprofessional and rude.

  Business Response

  Date: 05/17/2023

  To whom it may concern:

  Mr. **** is correct in his assessment that we did temporarily close our tanning facilities.  We temporarily closed these facilities on 4/30/23.  They are now back open with new tanning beds that are a major upgrade from what we had in the past.  ************** is uninformed, is why we closed the facilities.  1.) we had a major problem with our electrical wiring, which posed a potential fire hazard, therefore, we had to rewire the entire tanning salon to prevent any issues that might have arisen from faulty wiring.  Therefore, contrary to Mr. ****** assessment, the closure was due a maintenance issue. 2.) We also had one bed that we were trying to repair but the repairs were unsuccessful.  So we decided to make upgrades to all of our tanning beds and to install while the rewiring of the salon was being done. So again, this was a maintenance issue but again, decided to upgrade the facilities while doing so. 

  With all of that being said, the facilities were down for 14 days, Mr. **** pays $10 per month for his tanning privileges.  We will credit his account $5 if he choses for the portion of the month the facilities were not useable.  Based on our agreement,  we don't have to do this but we will do so to accommodate his request.  We will also take it a step further and cancel Mr. ***** agreement all together if he choses. 

  Thank you, 

   

  ************************;

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20007913
  
  I am rejecting this response because:

  1. I do not want my membership canceled. I do accept the 5 dollar credit and will accept the response from the business but want to ensure my membership is not canceled at this time.

  2. If i would have been provided accurate and polite information from ****** in the accounting department we would not even be here. I would like an apology for being rude and providing wrong information.
  

  If the apology is provided i accept the outcome.

  
  Sincerely,
  
  *****************, CSP

• Initial Complaint

  Date:08/08/2022

  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.

  My partner and I signed up for a membership in March of 2021. When we signed up, NIC assured us that our membership was month-to-month... NIC refused to let us read the paperwork, telling us it was on the barely functioning pad we used to sign. When we finally got my paperwork via email it said auto-renewal open. Our debit cards were charged BEFORE we finished signing the paperwork.. I asked if there was a way to freeze/cancel the account if covid gets worse, he said yes. What he didn't tell me was there was a $5 charge for every "frozen" month, the contract would be EXTENDED for those 3 months, and if I wanted to cancel, I'd have to pay for the rest of my YEAR. We didn't find this out until it was too late. At first, we enjoyed going, until they stopped their mask and social distancing rules,we saw too many people not cleaning their equipment, teenagers were allowed to run around in string bikinis, some woman was changing her clothes the locker room where everyone could see her, the machines were breaking down and not being fixed, the roof was LITERALLY caving in, the list goes on. They even offered me a "reward" for my birthday that I was already paying for in my membership.. The majority of the building is in shambles and run by teenagers.. This is absolutely a bait and switch scam.When my partner called to inquire about stopping the auto-renew, the RUDE woman in billing told us the only way to do so was via CERTIFIED mail. Their website says you can do it online or in person... We had to drive across town because they require you to give THIRTY days notice to cancel and you have to pay the rest of the membership dues for the year if you owe anything according to the manager. We want a refund for the three months they extended our contracts because of the freeze we had to put in place due to covid. Once the freeze was over, we didn't go back to this gym, thus receiving no services. We never even got the "free" services NIC said we would get for sign up.

  Business Response

  Date: 08/08/2022

  To whom it may concern:

  After reading the complaint submitted by ****************,  we disagree with her assertion.  1.) she claimed that she was told that she was signing a month-to-month agreement. In the agreement that was attached to the complaint, you can clearly see that the agreement( right side, middle of the page) reads that 11 payments will be made and **************** initialed this area stating that this was understood. 2.)  All of our agreements are auto renewed on a month- to- month basis, unless otherwise stated and **************** also initialed this area as clearly seen on her agreement.  Therefore,  we are not at fault for either of these accusations of wrong doing.  

  During the height of the pandemic, we have been very liberal with our freeze policy and frankly still are.  In reading the complaint,  we didn't break from our policy on that.  In the event we do freeze an agreement, yes we still hold the member liable for the months the agreement was frozen.  We just push the agreement out by however many months the agreement was frozen.  That isn't an uncommon or bad business practice.  We are helping the consumer if there is a problem i.e. injury, lost job etc, but it still makes sense for the consumer to pay after the said frozen period ends.  So again, we did nothing wrong by requiring payment after freeze period ended.  

  In terms of canceling our agreements,  our policy is one of the most friendly in the industry.  It is simple.  Come into the club and cancel in person, online or by letter.  We have offered these options for years.  **************** might have been misinformed by initially being told that she needed to send in a letter but as she stated " she drove across town"  etc.  The 30 day notice is a standard business practice of all gyms.  

  Again,  we feel that we have done nothing wrong and will not offer a refund for the months her agreements were frozen.  

• Initial Complaint

  Date:06/23/2022

  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.

  my 14 yr old son signed up in April 2022 using a fake bday and an unauthorized credit card which included a membership for 12 months of $49.99 a month. After finding out about the charges on my account, in order to prevent any future charges we would need to cancel membership. Only DAC will not allow him to cancel after furnishing proof of his age and informing that he did not have permission to sign up. They say he is responsible for the rest of his 12 months with payment (a 14yr old) This company is knowingly keeping open a fraudulent account just to gain profit from a MINOR.

  Business Response

  Date: 07/08/2022

  Account is cancelled.