ComplaintsforO2 Fitness Club

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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,  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined the************** O2 Fitness in December of 2021 and paid for a yearly membership in full, then they shut down in the beginning of March 2022. I opted to receive a refund instead of transferring my membership to another gym 40 minutes away. They told me that they would issue a refund for the balance that was owed, and I have not received any refund or had any correspondence back from O2 fitness.

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/20) */ While this is not required per our O2Fitness agreement approved by the SC Dept of Consumer Affairs, **** will most certainly receive a refund for the unused portion of his membership. It is simply taking us some time to get through the significant number of requests.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Uploaded is an email that I received from the club. I interpreted this email as indicating that my membership had been canceled. In September, the club then began charging my credit card again without notification. I only found out when I had to change debit card card numbers and the charge was rejected. When I attempted to formally cancel again, there appears to be no human to process the cancelation in a timely manner. I am seeking the waiving of last month's charge and the immediate termination of my membership.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/28) */ Mr.******, I have cancelled your membership and any dues owed. My apologies for this not being taken care of Consumer Response /* (3000, 7, 2022/03/28) */ Thank you for your prompt attention to the matter

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  O2 Fitness at the factory in************ continued to bill my credit card despite cancelling them in October of 2020. On 10/7/20 ************ local manager at******** location sent me an email confirming the cancellation. I went from March 2020 until July 2021 without being billed. Fast forward to now, 4 days ago, I noticed O2 started back billing my card again starting 8/1/2021 until present. That is 8 months totaling $784. After contacting O2 fitness at the factory, I was told by Neil the local manager at the******** location, ************ the area manager saw my complaint, but she said, "she can't see refunding the funds because almost a year has passed". Below I attach a copy of the email, confirming the cancellation. I would like all funds refunded in a timely manner. ***********

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/10) */ I sent the below email to ****** today. As explained to him that we do not allow verbal cancellations for this reason and with the proper documentation that he requested to cancel we would send that into our office. The attached document says nothing about cancelling. It is 2 refunds because our system shows his account was frozen so we refunded the 2 payments. Also, the attached refunds were way past when he is saying he cancelled.According to our records the account was frozen. I have not spoke to Mr. **** and you can see in my email below I never made any mention of any time frame or length of time. ******, I have been made aware by ********** that you feel like you are owed a refund due to a cancellation in June of 2020. We have a form that is to be filled out on our website for cancellations or require written notice to avoid such instances as this. Our staff knows that a verbal commitment is not valid. In researching your account I only see a request for a freeze, therefore we have no record of a cancel request. I am hoping that you have an email or something in writing to verify. Please send documentation to me and I will turn into our corporate office. Thank you Consumer Response /* (3000, 7, 2022/03/11) */ I came into the building and spoke with **** the manager and requested my account to be canceled. At that time, she gave me 3 temporary passes to use, but she never informed me that I had to email a formal request. This email clearly confirms O2 fitness was aware of my request to cancel the account. The charges stop well after the club reopened from the pandemic, then 5 months later they started up again. This email does not reference anything about my account being frozen because everyone account during the pandemic was frozen. I also volunteered verbally to pay during the pandemic to help retain employees. Why did that go through if everything needs to be in writing. You will also notice, this email was sent on October 7th of 2020, and it was canceling future reinstatement starting 3/15/21. Again, charges began 8/01/21. This proves I made a request to cancel my account. Why is my account still active, I sent emails and left phone messages, but my account still remains active today? There is no consistency with O2 fitness practices. Business Response /* (4000, 9, 2022/03/11) */ I emailed Mr. **** and let him know his request has been sent to our home office and I would be more than happy to set up a call with him to discuss.

*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. ↩