Complaints

This profile includes complaints for O2 Fitness Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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O2 Fitness Club has 12 locations, listed below.

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  O2 Fitness Club

  3103 Shannon Rd Durham, NC 27707-4336

• 

  O2 Fitness Club

  257 S Elliott Rd Chapel Hill, NC 27514-5831

• 

  O2 Fitness Club

  503 W Main St Carrboro, NC 27510-1629

• 

  O2 Fitness Club

  1839 S Main St Wake Forest, NC 27587-9289

• 

  O2 Fitness Club

  9529 Chapel Hill Rd Morrisville, NC 27560-7359

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:11/09/2022

  Type:Billing 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 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

  Date: 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 Answer

  Date: 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,
  
  ******* *******

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 signed up with O2 fitness under the instruction from the manager that the first month is free, and there is a $60 a month fee thereafter. I signed up for this Nov 28, 2021. My free first month, as explained to me was December and my first payment would be debited for January. I cancelled the membership December 20th yet, the January payment of $60 was still debited from my account. I spoke with the manager and requested that this payment be refunded as I cancelled the membership before my first payment was set to be debited. He was very nasty and unhelpful. I disputed this payment with my bank and they deemed it ethical to not pay for this service as I did not receive services. This company has since sent this account to collections stating I owe $109. This is not my debt and it is beyond unethical to try to collect funds that are not owed to the business.

• Initial Complaint

  Date:08/25/2022

  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 booked a PT back in march of 2022 but I told the my PT and manager of the location that I won't be in town and I'm going to California so I asked them to hold it for later or cancel it. They kept saying its past dued yet I look on the contract it said I could cancel 3 days after contract is made which I asked for. Then I asked to freeze my monthly payments which they didn't when I wasn't in town and now saying I owe $800??? Then on top of that they said my PT I originally was going to work with isn't even going to be there anymore. I never understand why gyms are desperate for money and willing to treat their costumers poorly.

  Business Response

  Date: 09/06/2022

  To Whom It May Concern,
  

  On behalf of O2 Fitness, I write to apologize for any misunder2randing related to Mr. ******* ********** [O2 Fitness Membership ID #********] billing.  I spoke with Shechem tonight and we have resolved the matter.

  Thank you,

  ****

  ******* ****** 

  NC Triad Area Director 

  O2 Fitness

• Initial Complaint

  Date:08/02/2022

  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 joined o2 fitness with a special membership around black Friday (Nov 2021). I pre-paid $599 for 18 months pre-paid; this worked out to $33.27 month. I specifically asked what happened if I moved. They said I could cancel if I moved more than a certain number of miles from a club. In June of this year we bought a house in *******. I went to the club in June to cancel my membership and showed them (and had copies for them) of the deed of the house we purchased and mortgage documents. *****, the manager in Morrisville agreed I was due a refund and "submitted it". He said it would take 2-3 weeks. NO REFUND yet, despite having called many times and sending emails. I want the money owed to me back. It would be 11 months not used = 365.97 refunded to me. When I call, I am given the run around and no one knows anything. I want a refund of this money owed to me. No one seems to disagree I am owed money back but no one can tell me when I will get a check; they all blame other people for it not being done. I have attached documentation showing that *****, the GM, acknowledges I am owed a refund as I met their policy showing I have moved far from a club.

  Business Response

  Date: 08/05/2022

  Hi *******,

  I got confirmation that your check was mailed out on Wednesday. It should arrive to your Cary home within a few days. 

  Thank you for you patience. 

  Customer Answer

  Date: 08/09/2022

  
  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.  After 30+ phone calls, emails, inquiries to the business, I finally went in person to pick up the check in person as I didn't trust anyone to mail it to me (that would have taken who knows how many more weeks)
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/20/2022

  Type:Billing 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.

  My wife signed up for a month to month membership in October 2019 and then in March 2020, all gyms were closed for use and all accounts were frozen because of COVID. There was no notice given before her account was reinstated and then accrued a balance from September 2020 to September of 2021. I called about the balance and spoke with a membership advisor that informed me we could pay $420 to collections or there was nothing they would do. I did receive an email from the Director of Membership following my call that provided an email that was sent to my wife on July 15, 2021 indicating that there was a past due balance needing to be collected. This is still after the account was made active again. I also received a follow up with an email that was sent out with the subject "we are reopening" email that does state different options on moving forward. This may be within the communication standards, but certainly is taking full advantage of people that pass over, or delete, messages that appear to be advertising. I would expect a personalized message regarding any account notifications or options, especially if someone is adding up FEES!

  Business Response

  Date: 06/30/2022

  I apologize for the delay in my response.  The *****s are returning members as of 6/24 and O2 Fitness has waived the past due amount.

  Customer Answer

  Date: 06/30/2022

  
  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.
  

  They worked with me and ended up resolving this in a great way enough that I have joined back as a member. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/09/2022

  Type:Order 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.

  My elderly mother attended O2 Fitness in ****** ******* and she recently renewed (paid in full) in February 2022 right before they were told it would be closing. She and I both have been trying to contact O2 Fitness for weeks/months. I finally spoke to someone (early April) who said my mother would be receiving her refund ($208), and that I could call her back within a month if she didn't receive it. It's now June, and this person's number is disconnected, and once again, no one from O2 Fitness or *** ******** will return calls, emails or contact forms. They are in breach of contract and we feel that they are purposely neglecting the members at this location as many other members are having the same issue. My mother deserves to have her money refunded, as that is what she was promised by the location management as well as what the Regional VP told me.

  Business Response

  Date: 06/09/2022

  Ms. ******* and I had the opportunity to talk at length this afternoon. ****** understands that our team is working as quickly as possible to process all of the respective refund requests. 

  Customer Answer

  Date: 06/12/2022

  
  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 only IF they keep their word and refund the money owed. They initially indicated that it would be 30 days, and it has now been 104 days.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 was contacted my an employee of o2 fitness regarding my account. He stated my account was past due but I had called early in the year to cancel my month to month membership after having it on a freeze due to pregnancy complications. I specifically asked about steps I needed to take to cancel and he stated I was good to go and that he would just let the membership manager know and I should be good to go. I said ok and we parted. Well here I am today receiving emails that I am over 300 dollars past due? I emailed o2 fitness twice after receiving that phone call about a week ago and have yet to hear back. I would like to resolve the issue with O2 fitness. I never had a problem with the facility or the staff. Everyone was super nice. So I would hate to part ways in a bad way.

• Initial Complaint

  Date:05/09/2022

  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'm a member of O2 fitness. In the month February of 2022, I enrolled for Personal Training at the gym. This was an additional 320 dollars on top of the monthly fee of 59 dollars. While signing the contract, the personal trainer mentioned that if I cancel within the first two weeks of the training, I won't be charged for the next month and beyond. Within the first two weeks, I canceled the training by telling my PT to cancel it. She told me that she put in a ticket on my behalf and the training would be canceled. The next month rolls around and I still get charged. When I informed my PT she specifically told me "oh! it may be that the manager forgot to see the ticket and still charged you, I will ask him to look at that" (she acknowledged the fact that she put in a ticket". I kept running behind them to get a hold of the manager (*****). They kept telling me he is busy and wasted all my time. Then when my personal trainer, I, and ***** had a talk the person, the PT mentioned that I never told her to cancel the payment. WHICH IS A FLAT OUT LIE. If they have cameras in their gym, you could see me asking to cancel the payment. That's when I filed for a dispute transaction with my bank. Then the upper manager (***** reached out to me to see how we can resolve the problem and promised to refund the amount on the 1st of the next month (April). I have a phone recording of him saying that to me since the gym straight out lies to people. April 1 rolls around and I still did not get my money. I called in and they told me that I should get it by check within a week. I never got that as well. When I reached out to them multiple times, ***** send me an email, than since I filed for a dispute transaction with my bank, the banks will deal with it. Then they went ahead and charged me 25 dollars because O2's bank charged them a fee for the dispute. They just passed on the fee to me. I send them and email, and they have taken no action. they keep doing nothing.

  Business Response

  Date: 05/13/2022

  After multiple conversations to figure out what happened and how it happened, O2 Fitness did agree to refund a charge for Personal Training back to ******* on April 1st. Prior to that date, on March 21st, the charge was disputed with the bank and the member received her money back through her bank. Once the member received her money back through the bank, we are unable to also refund that charged since it would be a duplicated refund. When any charges are disputed by members, there is a $25 chargeback fee charged to O2 that is passed on to the member. We have since been in communication and have come to a solution to move forward with ******* as an active member with us at O2. Thank you,