ComplaintsforO2 Fitness Club

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear O2 Fitness Management,I am writing to address a recent misunderstanding that led to my ban from the gym premises. March 2024, I visited with my children after being assured by an employee the previous day that it was permissible for them to quietly engage with tablets. Regrettably, upon arrival, we were met with a different response from the staff member on duty, who treated us rudely and insisted that we leave the premises immediately.I apologize for any disruption caused and assure you of my commitment to adhering to gym policies. I kindly request reconsideration of the ban and the opportunity to continue my membership. I am willing to comply with any additional guidelines to prevent future misunderstandings.Thank you for your attention to this matter.Sincerely,*********************

  Business response

  04/30/2024

  ****************** was asked to leave the O2 Fitness facility at the North Chatham location not because of a misunderstanding, but because of his profane language and disruption of business as a result of being asked to not have his underage children in the workout area. After telling management that he was not leaving and causing a disturbance, he was told to leave and not return.  ****************** then regained entry and trespassed on the premises by creating a fictitious account online and misrepresenting his identity. ****************** also insinuated the use of legal action against the company after being explained by leadership why he was asked to leave and not return.  His excuse was that he was treated poorly by staff, which he was not, and that he did not want anyone knowing his true identity.  He also unfairly and inaccurately misrepresented the situation in a public format that could cause potential loss of business for O2 Fitness. At the time of this incident, ****************** was not a member of O2 Fitness, but was using access through a third party vendor.  Because of the refusal to leave when asked, the vulgar language used in front of patrons, staff, and children present, the disparaging online remarks, and the fictitious account used to trespass and utilize the facility we believe it is still in the best interest of ****************** and O2 Fitness that he refrains from attempting access to any O2 Fitness clubs at this time.  In the future, he is welcome to contact our Area Director in charge at ******************************************* for any further concerns or correspondence. 

  Customer response

  05/01/2024

   
  Complaint: 21618339
  
  I am rejecting this response because:

  I have already attempted to resolve the matter with the owner *****************************. He states that I was using profanity and refused to leave the establishment which is not at all what happened and I am very sorry to see that the owner is willing to directly lie on a public forum in order to downplay his businesses unprofessional behavior. I did attend the gym through a 3rd party vendor, classpass which is accepted at **. And then yes I did also sign up for an O2 account, a separate account, after my classpass trial ended. This in no way violates O2s policies. I don't expect much from O2 fitness as it has a grade of F by the BBB and the owner rather than trying to resolve issues just lies to protect his business. 

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was a member of a gym, o2 Fitness, that started 6/22 & was a 12-month commitment. I did not use my gym membership at o2 Fitness after 12/22. In 4/23, I called o2 & spoke with **** asking him to cancel my membership at the end of the contract term (6/23) so that if it was set to renew, it would not. He advised that the ** would submit a ticket & follow up with me via phone call. I never received a call back & assumed that it would just be canceled. I was charged another membership fee of 49 dollars & then charged 69 dollars in July. I went into the gym to speak to someone about refunding the money charged & ensuring that the membership would be canceled. I talked to two front desk people (a man & a woman-- I did not think to get their names). The young lady advised that **** no longer worked ****** ***** would submit the cancellation on my behalf. She would also make sure that ***********************, the general manager, would call me back & discuss refunding the charges. ****** never called back &my credit card was ultimately charged for August &September--69 dollars each month. I then called back to o2 Fitness &talked to ***************** &asked her to please help me with understanding why I have been unable to get this rectified &a refund of my money. She advised that *********************** was no longer the general manager of the club & that she would look into this and call me back. She never called back, &I was ultimately charged another 69 dollars for October. At this point, I canceled the credit card, disputed the charges &attempted to explain to Barclays CC what happened. I have sent two emails to o2 Fitness explaining to them that they are inadvertently still charging me &have heard nothing back. My credit card company ended up reversing the charges BACK to my credit card citing "a recuring subscription" &now I am stuck with two things 1) fraudulent membership charges totaling 325 dollars and, 2) a membership that *** end up on my credit report in a negative way.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I were members at O2 fitness for a couple of years, and paid monthly dues via a credit card on file with O2 fitness that was automatically charged every month. We were adding to our family, and were unable to get to the gym as often, so we decided to cancel our membership. We reached out via e-mail to cancel our membership on August 3, 2023, and received no further charges to our account, and received no further notifications of outstanding payment due. However, on November 9, 2023 we received a letter from a debt collector notifying us that we had outstanding payments due on our account and that it had been forwarded to collections. We contacted the gym immediately to try to understand what had happened and to rectify the situation. We were told that the gym would contact us later that day; however, 2 days later we still have not received a call and therefore have decided to report this to the BBB.

  Business response

  11/30/2023

  In the performance of our contractual procedures following a cancellation request made by the member, they were notified via email communication, in which they responded to, that there was a 15 day cancellation period and were already past due at the time they made the request.  They were told that we would prorated the amount starting from the time of the request and it would be owed.  The amount was never satisfied so after 90 days of non-payment, the amount with additional late fees etc was automatically submitted to our third party legal department that handles our third party collection efforts.  Once receiving this communication from them, we have reached out to them in an effort to assist them with paying their past due balance and remove them from collections.  We have not heard back from them since reaching out. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called 02 Fitness to cancel my membership in July. On 7/27/2023, at 02 Fitness staff advisement, I emailed 02 Fitness to cancel my contract to ensure that they received the information. They guided me on what to include in my notice. My 12-month contract was coming to an end. They've continued to charge my card for the past months. I'm certain that they received my cancellation message because they sent an email to follow up. I am requesting they refund my money that's been unauthorized to be withdrawn and delete my payment information from their systems. I was debited two $49.00 fees on 8/15/2023, $39.00 on 09/01/2023, 10/02/2023, and 11/01/2023.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Per the agreement that was executed, the right to cancel the membership explicitly states that the contract may be cancelled prior to the Initial Term end date due to death, permanent disability or qualifying relocation upon 15-days written notice. For early termination due to relocation or military deployment, provided the new residence is 8 miles from your previous residence and more than 30 miles from an O2 Fitness facility. O2 Fitness was notified on 07/31/2022 that there would be a relocation to *******, **************. The closest O2 Fitness facility would be in **********, ************** which would be approximately 100 miles away from the new residence. The request for cancellation was made at least twice with the response from O2 stating that they could not cancel the membership which is in direct violation of the agreement. Attempts to provide supporting information was denied.

  Business response

  10/26/2023

  ***** is correct on our policies in regards to relocation. The reason why his membership is still active, is because has not submitted the proof of relocation regarding the reason for his request. As soon as he provides this information and his membership is current we will be more than happy to cancel said agreement. 
  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I originally contacted the manager at our location in ****************** to cancel our membership in December 2022 over the phone. The manager left the company around that time and never notified anyone of our cancellation request and our membership continued with them unknowingly. After noticing we were still being charged we contacted the location again and they told us to send an email. We sent an email to confirm our cancellation and some back and forth we were refunded for the months of February, March, and April 2023. However, even after this confirmation and refund, we have still been charged every month on the first of the month for a membership since May of 2023. We are requesting that an immediate refund be made for the charged months from May to October 2023.

  Business response

  10/26/2023

  Hey *****,

   

  I apologize for any inconvenience. It looks like your husbands membership was cancelled, but yours was not. I have cancelled your membership and issued refund for the months that your account remained active. 
  
  Thank you, 

  Customer response

  10/27/2023

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

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am moving and wish to cancel my gym membership, i have been to the club 4 times, first time they said i needed to go away and do it online, i could not find the link returned and was told they were having staff changes and would call me, 3rd time they took my details and said next day someone would call me, they did not, i then found a link had been added to cancel membership which said they would respond to confirm membership cancelled they never did, the online link is the only way to cancel and they refuse to do so, my next payment is due to be taken at the end of the month, no one at the gym will cancel it and no one will reply to a online cancellation request

  Business response

  08/28/2023

  Good Afternoon *****,

  
  I hope you are doing well. I apologize this was the experience you received while being a member with us. We always try to do our best to make the cancellation process as simple as joining. I took a look at  your account and your membership is set to cancel on 8/31/23. Thank you so much for being a member with us.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a cancellation of my O2 membership in October of 2022 and was told that it was done, but I continued to be billed for months afterward. After noticing the charges on my credit card, I contacted O2. They canceled the membership via phone but I was told that I needed to contact the manager via email regarding a refund of the overcharged amount. I was informed that this was not possible because I did not cancel my membership in October since if I had called they would have told me that I needed to request a cancellation via email. 1) I just canceled my membership via phone several days prior to this conversation, so clearly all of their employees are not trained to tell customers they must cancel via email.2) What else would I have talked about with an O2 Fitness employee for several minutes on a long-distance call from *******???Ultimately, I ended up just being ghosted by the manager I was speaking to.It is ridiculous that I am still having to waste time to fix an error made on their part. Please own up to your mistake and make things right.

  Business response

  05/26/2023

  ****************** submitted a freeze request in the same time frame he told the previous manager he had moved.  When he is saying he had already moved, he had requested a freeze, not a termination under a different email address that was confirmed by him and an O2 Fitness employee via email.  He's freeze expired as scheduled and billing resumed.  We do all cancellations and freezes through our website and through email, however, a manager can use discretion to cancel a membership over the phone and that's what the manager he was emailing with did to help him so his issue would be resolved.   

  Customer response

  05/27/2023

   
  Complaint: 20034316
  
  I am rejecting this response because:

  O2 Fitness' response is referring to a request for a 3-month freeze requested on May 3, 2022. Billing did resume after the freeze and so I called on October 3, 2022 to cancel the membership. I was informed by the employee I spoke with that my membership was cancelled. Later I realized billing had never stopped so I called again in April of 2023 to terminate it. The employee I spoke with terminated the membership immediately but said I needed to contact the manager for the refund of the billing that had continued past termination. I am not requesting a refund for all charges made after May 3 when my membership was frozen. I am requesting a refund for all charges made after October 3 when I was informed that my membership was cancelled.

  The reason that ************** gave for not issuing a refund was that I could not cancel a membership via phone, however, O2 Fitness' response to this complaint disproves ****************** reason for rejecting my refund. 

  I have attached my October 2022 phone records where a 4 minute call can be seen made to O2 Fitness ************** on the 3rd. I have also attached the email regarding the membership freeze from May 3rd. If you would like me to provide credit card statements showing bills every month after the cancellation request, I am also happy to provide this.

  I am happy to discuss this directly on a Teams call or on my cell phone at *****************.

  Sincerely,
  
  *************************** Videman

• Initial Complaint

  04/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I initially signed up for a 24 month gym membership I started off weight training at that gym. And an unrelated event I was injured and now can no longer lift over 10 to 15 pounds. I also take pain medication which sometimes requires me not to even drive a vehicle. I'm being charged $54 a month for a gym membership that I cannot use and probably will not be able to use in the next 18 months. Me even being in the gym is a liability within itself. I could use any other machine but risk further injuring myself because you do require to lift things and if I fall I probably wouldn't even be able to lift myself off of the ground. I don't think that's very safe or fair to me or the company because I don't want to have to file a lawsuit for being injured due to being forced to keep a gym membership. They even suggested that I put a freeze on my account which would still have me making payments on a membership that I cannot use. I've had my primary care doctor write me a letter stating that I would need to not be lifting indefinitely. I have written emails to their general manager and have received only suggestions of ways to keep my membership. I understand that it's for 24 months, but I never would have gotten a gym membership if I knew I would have gotten hurt. I didn't go in with the intentions of being injured. I was hoping to change my life and my lifestyle by joining that gym. But now I'm being forced to choose between paying my medical bills affording my medication or paying a gym membership.

  Business response

  04/13/2023

  The member signed up for 24 month agreement and requested to cancel.  She then requested to terminate the contract early.  Under the terms and agreement that she entered into, the note provided did not meet the requirement of an early termination.  In an attempt to assist her, we offered to freeze her membership, which she declined.  We will agree to cancel this contract that she was obligated to, but she is not eligible for a refund.  

  Customer response

  04/14/2023

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

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a signed contract (both parties signed) for an agreed-upon membership price. They altered the price without notice, then refused to uphold the price in the membership contract. I have saved the entire Email exchange as well as the signed contract for the agreed price....Staff Member "*************************" ************ is the person to contact.

  Business response

  03/27/2023

  ******, 

  I recently emailed you in regards to your concerns. O2 Fitness would like to honor the original rate that you were quoted. Please let me know if you have any questions or concerns.
  
  Thank you,

*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. ↩