ComplaintsforO2 Fitness Club

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3/1/2023 - ********** O2 Fitness Friendly Center *** ******** ** *********** ** ***** So yesterday evening I tried to see if I could cancel my membership online but it doesn’t give you the option to do so which I find VERY odd in my opinion. Most gym establishments let you cancel everything online so I don’t know why O2 Fitness doesn’t allow that option for their clients. So the next following day 3/1/2023 @ around 5:30pm, I went to go visit the O2 Fitness location in Friendly Center in ********** to see if I could cancel in person. I don’t remember the lady’s name that I talked to but apparently she told me that I could only cancel if I have “proof of changing residency location OR an official doctor’s note.” And considering that I signed up for the one year plan I somehow couldn’t cancel but they could “freeze” my account but was then told it would “hold off on the canceling process.” Like what? That sounds like the equivalent of having to “defer loans in college.” I should’ve asked to see the official policy handbook with regards to what are the conditions of cancelling even though there shouldn’t be. Why would anyone need either of those things? Secondly why should I give a doctors note regarding if I wanted to cancel or not. Isn’t that an official violation of HIPAA since you’re basically having to give them a reason why you “can’t” workout anymore???? I don’t have to tell you why. I wanted to cancel since I found a different gym I wanted to go to for much cheaper that suited my needs because paying $80/month is a lot… Tomorrow 3/2/2023, I plan on going back to the location to try and talk to the manager and get this issue resolved because I shouldn’t have to be billed any further if I don’t want to continue going to this gym. Seems like very questionable business practice and the complaints I see on here solidly that notion. Hopefully I can also be refunded for this month since I planned on not going this month but we shall see. - ***** T.

  Business response

  03/06/2023

  *****, thank you for your feedback. Our financial relationship with members relies on our respect for your ability to understand and make wise decisions regarding memberships and agreements.  On December 31, 2022, you signed up for a 12 month term membership agreement. Term membership agreements like yours cannot be canceled during the initial term unless due to death, permanent disability, or qualifying relocation as outlined in your membership agreement.  To cancel for permanent disability, we do not need to know the medical reasoning why, we just need a note from your doctor indicating that you are unable to exercise in a fitness facility for the foreseeable future.  Qualifying relocation is more than eight miles from your present location, and more than 30 miles from the seller's facility and any substantially similar facility that will accept the seller's obligation.  Members may opt to freeze for up to three months due to health concerns, to travel, or to gain a better financial footing.  We would be happy to explore these options with you.  Until then, we appreciate your understanding and continued good will.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hav yet again attempted to call and email O2 fitness to resolve an account issue to no avail. On 11/18/2020 ******** (no last name) emailed stating she could add credits to my account to bring the total balance down to $99 due. I responded with my desire to cancel my membership as I just lost my job on 11/16/2020 and COVID was still in effect. I never received a response from ******** after my response. To my surprise I’ve received a collection letter from ****** * **********, P.L.L.C. on 2/3/23 stating my balance due was $411. Since my email exchange with ******** I never received any email or calls stating I have a past due balance. I also never received letters in the mail from O2 stating I was late etc. I have had partial and incomplete email exchanges with **** ****** of O2 fitness as of recent with no solution. According to ****** * **********, P.L.L.C., O2 must correct the statement in order for me to pay the $99 and move on with my life, however, I cannot get a hold of ANYONE at O2 fitness ***** *****. I’ve also attached a previous review I’ve written from 2019 where I had to stop in multiple times and request corporate. Theres an email acknowledging a typographical error on their forms as well. Their business model preys on people and its awful especially during COVID. I want to pay the $99 and settle my debt. Please correct my account per the last communication from ******** on 11/18/2020.

  Business response

  02/24/2023

  Please see the below email from our previous team member ******** to Ms. ******. Ms. ****** still owed O2 Fitness $99 and was unwilling to pay the past due fee's. Members have to be current with their account (not past due) in order to cancel out their agreement. She never paid her past due fees, therefore continued to get invoiced future invoices. Currently she is delinquent over $600 on her account. Our General Manager **** has been emailing with her over the last week in regards to her account. We are willing to help Ms. ****** settle her debt by paying $300. 

   

  
  
  Thank you ******** for responding. You all shut down in March during COVID19. I read the emails and feel like I remember seeing that memberships would be on hold during that time. In any case COVID for businesses and individuals were hard. Luckily some businesses (maybe even O2) received a loan to cover costs. I got $1200. I do not have $99 to give during this time and didn't realize I had to reach out during the initial start to cancel my membership to avoid running up a balance to $507...
  
  
  I appreciate the credits, thank you. But I do not have $99 and would still like to cancel my membership instead of being penalized.
  
  
  Thank you,
  ****** ******
  
  ** *** *** ***** ** ***** *** ** ***** ***** **************************************** ******
  
  
  ?Good morning ******,
  I hope this email finds your well. We have received your cancellation request, while looking at your account I see that you have an outstanding balance of $507 ($207 for monthly dues and $300 on late fees).
  In order for us to proceed your cancellation you will need to fulfil that payment. We can waive the $300 on late fees and we can also apply the credit on your account which will bring your dues down to $99.
  Let me know how would you like to proceed.
  Have a great day,
  ********
  

  Customer response

  02/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: I've received my invoice history and see the credit/waived fees of $300 was not applied to my account on or after 11/18/2020 (see attached). My billing also appears to have ended on 3/15/2021 with 2 annual dues being charged in the total of $98. I've also attached a letter from the collections agency reflecting a balance due of $411 which contradicts their BBB response saying I owe $600+. Their accounting practices are incorrect and unfair. The collection agency also offered for me to pay a total of $205.50  however **** ****** offered me to pay $300 to settle my debt-- this is without the $300 credits being applied to my account.

  I've been provided with over 4 different totals I owe or need to pay to correct this balance. Again, the credits were not applied to my account per ********'s email on 11/18/2020. If we take the $411 on collections letter, apply the $300 in credits per ********'s email on 11/18/2020, that should bring my total to $111. 

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

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a year membership with 02 in **** *****. This gym needs some serious help. It ranges from things small to large. Small things such as 7/10 times there’s no paper towels in the bathrooms which is small but for someone who goes to the gym everyday I’d love to dry my hands after washing them as well as clean the machines after sweating on them. I don’t even bother to wipe down the machines anymore due to the reason that 7/10 times I won’t even be able to. This location recently remodeled the inside and moved around all the machines during the busiest hour of the day and they rushed to do it leaving lots of the machines unaligned with the mirrors or ceilings, causing it to be frustrating staying even and aligned in the midst of a set. Again these are small issues but I’m paying for the most expensive gym in the whole county or even state so there ought to be some paper towels and lined up machines. Larger issues I face is the very limited amount of machines and the reliability of those machines, specifically speaking about all the leg machines. Leg extension is broken and unable to use usually once a week and then stays broken for a while if it’s not leg extension it’s hamstring curls and if not that then hip abductors. Today I got the spoil of having not 1 broken but both the leg extension and hip abductor was broken! Another large issue is in the contract it says all these things will be provided such as the steam room. The steam room has been broken for an over a month and I’ve been told it has something to do with the actual construction of the building. If that’s the case then why am I still paying the price for these amenities when they’re not even included. I’m stuck on the year contract and have tried to get out and go to ***** who’s price is half of 02 and have double the machines, granted there’s no steam room but hey there’s not technically one at 02 right now either. I’m hoping to hear things will change soon. Passionately, *******

  Business response

  02/27/2023

  Due to supply chain issues with third party providers, we have recently experienced paper towel shortages and we have lacked the parts needed to repair our steam room and leg extension.  Please be assured that we are working to rectify these matters.  It may also help to know that your membership includes complimentary personal training, Renew physiotherapy, unlimited group fitness classes, free clinics and workshops, saunas, co-working spaces, hydro massage beds, and hyperice massage guns. Learn more at *****************************************. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/6/2021 I accompanied my minor in enrolling for an 02 fitness membership. My child paid $1 to join. The contract I signed stated our exact intentions which was to enjoy the month of membership then from there a month to month contract until cancelled. That contract expired on 11/2021. On 8/2022 my minor went alone to the same 02 fitness and signed up for another $1 promotion as a new member. The employee who signed him up took my electronic signature from the old/expired contract and applied it to the newly drawn contract. My son signed up on 8/2022 without a new card on file or my signature or consent to this newly signed agreement. He is a minor and should not have been able to begin a new membership without a parent, despite that he has walked through those doors before.

  Business response

  02/03/2023

  Good morning,

   

  After reviewing this complaint and speaking with the complainant, the contract in question has been terminated effective immediately.  The complainant and I agreed that this would be an agreeable outcome to both parties.  Please let me know if anything further is needed.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Below is an email chain between **** ******* and I explicitly showing the agreement between ****** ****** and O2 had been cancelled. In fact, I was supposed to receive a refund because I continued to get charged after the membership was cancelled. I was surprised today when I learned O2 has sent ****** to collections for a $84.00 unpaid balance. A few things bother me about this, if there was a balance why didn't someone (****) reach out to me before sending this to collections, he obviously knows how to get in contact with me. Also, when this membership started, ****** was a minor, I signed the contract not ******. ****** never signed a contract so how is it he gets sent to collections. I have emailed and called **** a number of times and have not heard back. Any help you can provide would be appreciated. Lets get this cleared up. You can reach me anytime *** From: ****** Sent: Wednesday, January 11, 2023 11:57 AM To: **** ******* ; ******* ******** ; ********************** ************************ Subject: Re: Fw: O2 Fitness Membership Information ****, I just found out that ******'s account has been sent to collections for a balance of $84.00. You and I settled this account months ago, if there was a p***lem I would have expected you to contact me before sending it to collections. Please call me at your earliest convenience. From: ****** Sent: Friday, September 23, 2022 11:13 AM To: **** ******* Subject: Re: Fw: O2 Fitness Membership Information ***, I just went ahead and cancelled the agreement on my end. The bank still will not let me refund it. Still saying it's referenced as a charge back. If anything else comes of it, please let me know. In Health, **** ******* Area Director

  Business response

  01/24/2023

  On 3/21/2022 a minor member joined O2 Fitness with their parent's permission.  This is supported by an email time stamped Mar 21, 2022 at 2:14 PM EDT.  In this email, the previous manager recaps the phone request and agrees to cancel the membership on a future date that was set as 6/30/2022.  The membership did cancel as promised on the agreed upon date on 6/30/2022.
  
  On 7/5/2022, an adult member rejoins under their own contractual terms.  On Sept 19th, 2022, the Area Director, **** *******, emailed the complainant his contact information because he called the ***** ******* location and requested a phone call.  During this phone call, the complainant demands to be refunded for the other adult member’s membership because he felt like it was done in error.  He was explained that the other adult member had rejoined on 7/5/2022 and we had a signed contractual agreement supporting the same.  He still refused to accept the fact that we had done exactly what our customer had asked from us.  Even though O2 Fitness had not done anything outside the contractual agreement that the customer agreed to, **** ******* agreed to cancel the agreement and refund one month just to make the complainant happy.  When **** ******* attempted to cancel the agreement and refund one payment, he was unable to because the complainant had reported it as fraud to his bank and had already been compensated by his bank. **** ******* then explained to the complainant that because the charge had been flagged as fraudulent, even though it was in fact legitimate, that he was unable to refund the amount the complainant had requested.  The complainant was then explained the process on how these charges flagged as “chargebacks” that were legitimate, was billed back to the member along with the bank fees that O2 Fitness incurs because of them.  He was also explained that if the chargebacks were not resolved, 1) we could not refund him because he was already refunded and 2) the member would be responsible for the amount of the chargeback and the associated fees and 3) these delinquent fees are sent to a third party collections firm for recovery efforts. After discussing this, the complainant agrees to contact his bank and have the charges reversed if **** ******* would just continue with the cancellation process.  Both parties agreed to this resolution and it is supported by an email timestamped Sept 23, 2022.  On Oct 6, 2022, **** ******* sends a follow-up email explaining that the chargebacks had not been resolved.  A screenshot of the past due chargeback was also emailed to the complainant in the same email to support what we were telling him.  We did not receive any contact from the complainant after this until the amount in question had pasted the 90 day window and was sent by automation to the collections agency. 
  
  On Jan 12th, 2023, the complainant calls and speaks with **** ******* again regarding this matter.  He was explained why it went into third party collections and that the agreement was we would cancel and refund one month and he would call his bank and have the chargebacks reversed.  Because that did not happen on his end, our automation sent it into collections appropriately.  After the complainant threatened to use the BBB and several other avenues while using profanity and verbally abusive language, the complaint hung up. 
  
  Since then, even though O2 had again only done what was originally agreed upon, the member at question was removed from third party collections and the debt that was legitimately owed was waived.  At this time, there is nothing else we can do for the complainant as he is 1) not the member and 2) it not out anything financially.  Many hours have already been spent on this complaint to confirm that all processes and charges were appropriately charged.

  Customer response

  01/24/2023

  
  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

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started going to 02 fitness ********** at the end of July and decided to try personal training that they offer. The first two sessions are free and then it was $120 a month. I did one month and decided it was not worth it for four 30 minute sessions. I expressed my desired to cancel solely the personal training in September. They refused and said I was obligated to pay for at least another month. I did not sign or agree to that so I blocked my card. I ended up paying the October membership fee of $39 on October 11, 2022 and the $49 for yearly fee on October 16, 2022. On September 23, 2022 I told my trainer ***** that personal training was not feasible and I wanted to cancel via text. I spoke to ******* at least twice and all he could do was change the payment date. I called in October to cancel the membership completely and they said due to the personal training they could not. After that I blocked the card so no charges would go through. I called again on January 10, 2023 after O2 Fitness has attempted to run the card 6 times that morning and charge late fees of $25. I spoke to ****** who was unhelpful and did not listen she said “we cannot cancel until you pay the past due amount. Or it will be a bigger deal than it needs to be”. I am not going to pay over $300 for a membership I have not used or wanted. I want to be done with them and their bad customer service. I am waiting on a call from the GM **** to see if he can resolve this issue. At this point I want a refund of the $49 fee as well. I only used the gym for two months.

  Business response

  01/13/2023

  *****, our financial relationship with members and clients relies on our respect for your ability to understand and make wise decisions regarding memberships and agreements.  We presume that you will read and check statements as they apply to any recurring billing arrangements you sign.  According to our records, you signed up for a personal training package of 30 minutes, one time a week, with former trainer ***** ***** on August 11, 2022. The first billing date was August 15, 2022 at $180 and it was processed. Afterwards, you trained for two thirty minute sessions on August 16, 2022 and August 24, 2022, and for one full hour session on September 6, 2022. According to the terms of this agreement, cancellation requires a 15 days written notice.  Our records show no written notice was provided following the session listed above. Annual fees and past due payments are also addressed in our membership and personal training agreements.  Accounts with past due payments cannot be cancelled.  Our General Manager, ****, is reaching out to you to help you resolve this issue.  We look forward to your prompt reply, amicable settlement, and continued good will.  

  Customer response

  01/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have been trying to resolve this issue as mentioned since September. I was told I had to pay for two months at minimum and they extended my due date. I was never allowed to cancel personal training and I spoke with ***** who then went to *******. I already spoke to Mike who was not able to assist. 
  
  Sincerely,
  
  ***** ******

  Business response

  01/16/2023

  *****, our financial relationship with members and clients relies on our respect for your ability to understand and make wise decisions regarding memberships and agreements.  We presume that you will read and check statements as they apply to any recurring billing arrangements you sign.  According to our records, you signed up for a personal training package of 30 minutes, one time a week, with former trainer ***** ***** on August 11, 2022. The first billing date was August 15, 2022 at $180 and it was processed. Afterwards, you trained for two thirty minute sessions on August 16, 2022 and August 24, 2022, and for one full hour session on September 6, 2022. Following these sessions, ***** reached out to you several times to get you scheduled for your next upcoming session, but she could never finalize dates due to lack of response. When you responded back on September 23, 2022, our call records indicate that you wished to postpone, not cancel, your training. This was well after the following billing date of September 5, 2022. At that time, ***** reviewed our cancellation policy as it is written on the agreement that you signed on August 15, 20222.  According to the terms of this agreement, cancellation requires 15 days written notice.  No written notice was provided. Following that conversation, our records show ***** asked if it was okay to push your billing back for two months to give you some time to pay your final payment. Following two months of nonpayment on November 20, 2022 and December 20, 2022, your account became past-due.  Our Fitness Director, *******, left you another voicemail November 4, 2022 to follow up with no reply.  Again, no written notice was ever provided.  Annual fees and past due payments are also addressed in our membership and personal training agreements.  Accounts with past due payments cannot be cancelled.  Our General Manager, ****, is reaching out to you to help you resolve this issue.  We look forward to your prompt reply, amicable settlement, and continued good will.   

  Customer response

  01/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: The time line in response is completely false as I spoke to ***** during my last training session about wanting to end and was told it was not possible. I spoke to ******* early September and spoke to ***** again on September 7th and September 23rd. She reached out again in October after I had spoke to ******* three times and offered a free session for my birthday. I do not have any voicemails from ******* on November 4th. I spoke to ******* on January 14, 2023 and he said he can cancel personal training and membership with no balance owed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  With O2 fitness, I signed up for the 1 dollar down promo until 2023. I was told that I could cancel at anytime that I wanted. I signed up for that mid September. I tried to cancel before December 15th after not having gone for a few weeks. I called. They said I would have to do it online. I did it online and a manager responded back to me saying that my contract ends December 2023 and I would have to pay 14 months for a membership at $69 a month. One that doesn’t make sense because there are 12 months in a year. Not 14. And secondly I was told I could cancel so that is what I want to do. I would like to not be charged for the annual fee as I was only there for 2 months and I will not be staying with the gym. I do want to cancel the membership effective immediately. I also do not want to hear anything else from the gym besides them telling me through email that the problem has been resolved and I won’t be charged and my membership will be terminated. Thank you for your help.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During the cyber Monday / Black Friday timeframe , there was an offering for $1 down payment with no fees until January that we took advantage of. For some reason , after asking over this past weekends go speak to someone because the deal didnt go through properly online I receive a bill for over $1,200? Im not sure if this is an acceleration of the contract ending but I know it needs to be reversed immediately ! Not only does this need to be corrected , but as a certified wellness professional an apology is now warranted.

  Business response

  12/13/2022

  O2 Fitness representatives have reached out to ****************' ****** to inform her that she entered into two agreements under Essential 3 Fitness, LLC.  On 11/30/22 Ms. ***********;signed up online for a Month To Month Membership Agreement (#********) for a $1 down promotion. By choosing a month to month membership agreement, which allows her to cancel anytime with 15 days notice, **************** agreed to a monthly membership draft of $79 beginning 12/1/22.  The "No Dues until 2023" which **************** referred to applied exclusively to 12 month and 24 month term membership agreements.  That is not what she selected.  ******************** original 24 Month Term Membership Membership Agreement (#********) initiated on 3/25/22 fell into third party collections on 10/30/22.  Members fall into third party collections after three months of non-payment: August ($54), September ($54), and October ($54). The total amount due, without late fees, is $162.  With late fees, it is $237.  The total contract value is $1283.  To date, our representatives have not been able to connect with **************** to help her resolve this issue.  However, we look forward to her amicable reply, minimum settlement, and continued good will.   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stopped attending O2 when COVID began and never returned. I cancelled my membership- but O2, with no contact or updates, started my member backup without my knowledge or consent twice. I was never contacted, they just started charging me. The first time, when my credit card information changed, they finally did contact me and this is how I was made aware that they started my membership. At that time, I asked that they cancel it again. I allowed them to keep the funds they had already charged me without my consent. I emailed and spoke with O2 staff and requested membership cancellation again. They wanted to put it on "hold" for several months instead, but I clearly told them to cancel. Until recently, I had no idea that they had again started my membership back up. I found out when I did a credit check and saw O2 had sent me to collections. I received no communication that they had reinstated my membership that I had already cancelled for a 2nd time. They also never communicated that I had charges. Without an updated credit card, they just started charging, then turned this over to collections (never contacting me). I am very concerned about O2 management bullying and business practices. I have been in touch with management to dispute these issues several times, and they said that their staff careful notes in the customer system and there was no record of me cancelling. This is obviously not the case, because as I was in the middle of disputing these issues about my membership with them for the 2nd time, I was also receiving phone calls from the same O2 fitness staff about restarting my membership and offering deals. Obviously the staff continued to not update their customer profiles or systems to log when customers had cancelled. I know O2 has done similar things to other customers at the same location. Starting up memberships without consent or contacting customers (& sending to collections). I hope these bullying practices can be addressed.

  Business response

  11/15/2022

  I have removed the member from collections and ensured the membership is cancelled.

  Customer response

  11/18/2022

  
  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.  However, I am requesting that O2 further follow up related to the collections and my credit score.  
  

  O2 fitness staff:  Thank you for your attention to this matter. Before resolving this issue, I would like confirmation that the correct language was used to remove the collections so that it does not negatively affect my credit score.  

  Please send a written communication confirming that you have notified all 3 credit bureaus to remove any reference to this “falsely reported delinquent” account from my credit history. 

  If O2 cannot notify the 3 credit bureaus, please confirm that the collections agency that you hired has notified the credit bureaus to remove any reference to this false collection from my credit history.  Please also send me the contact information for the collections company that you sent this false collections to.  

  Thank you.   
  Sincerely,
  ***** ********

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a gym membership month to month with O2 fitness for about 6 months. I then moved and cancelled my membership within more than 30 days before the next payment cycle. I also switched credit cards so when my payment information was declined O2 fitness called everyday for several weeks trying to get me to come into the gym and update my payment information and pay the month membership fee. I notified them that I had cancelled within the time frame stipulated in the contract and therefore didn't need to update the payment information They have now resorted to hiring a collections agency who are threatening to report to the credit bureau if I don't pay $84 which is absurd, especially considering the cost of a month of membership is only $60 in the first place. I was a loyal customer who even bought a personal training package, for them to hunt me down for only $84 which I don't owe after all the business I gave them is unethical and poor treatment of their customers.

  Business response

  11/09/2022

  ******* is correct in stating that he terminated his membership with the required 30 days of written notice (submitted on April 28th so May 1st would be his last bill date). However, he was communicated with several times about his final payment not being paid. That is the amount that he is referencing of $59 for his May 1st dues as well as a $25 late fee.  

  Customer response

  11/09/2022

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

*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. ↩