ComplaintsforO2 Fitness

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I canceled a personal training agreement due to moving. Contract states refunds will be sent within 30 days. I requested cancellation in June 2022 and am still awaiting my refund. What’s more, the refund they are offering is for 6 sessions - but I have 30+ remaining sessions. Initially, I was told some sessions expired in June 2022 so I would only be refunded for the ones that expired in July 2022. Now, I’m being told my contract states all sessions expired 10/1/2021 - this makes no sense as a package of 72 classes was purchased on 9/1/2021. In what world would 72 sessions expire in 30 days? Also, how could Madison N******* tell me that the sessions expired in June and July, when now I’m being told they expired in October? I am requesting the entirety of my 30+ sessions refunded. I am also alerting breach of contract in the club taking well beyond the 30 days contracted to refund me.

  Customer response

  05/16/2023

  I have not heard from the business in response to my complaint.

  
  

  Business response

  05/19/2023

  ********, thank you for your inquiry.  Please allow me to begin by acknowledging that you invested a lot in your health and fitness.  On April 6, 2023, I responded to a voicemail via email requesting your new address in order to issue your refund check.  I did not receive an updated address for you until you texted it to me on April 28, 2023.  Within two business days on May 2, 2023, I promptly arranged for a new check to be issued.  You should have received that by now, though not in the amount you desired.  As discussed in person and in an email dated Monday, July 25, 2022, because your refund request was dated June 21, 2022 after your June sessions expired, we were only able to refund July sessions.  Attached, please find a copy of your personal training agreement. Our financial relationship with clients relies on our respect for your ability to understand and make wise decisions regarding these agreements.  Page 2, number 12, of this agreement states all sessions purchased under this agreement do expire.  In other words, sessions are not available in perpetuity.  In accordance with NC Statutes, our membership and personal training agreements call for written requests for cancellation.  Also attached, please see your personal training booking log.  Lost sessions are paid sessions that were lost due to either the session expiring before it was used, being cancelled outside the allowed cancellation policy for the session, or the customer not showing up for the session.  Cancellations without 24 hours notice should be logged as lost.  According to our call log, due to a variety of reasons including illness, oversleeping, and family issues you were forced to cancel 126 sessions and you lost 37 sessions.  Without formal documentation or a written request for cancellation as directed by the agreement, we cannot indemnify billing for training sessions which were lost.  I hope you understand and, that should the opportunity arise, you return to O2 Fitness.  Until then, please know of our best wishes.
  
  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 20th I initiated a cancellation of my personal training with O2 fitness, more than 15 days that’s required to cancel a service without being charged the following month. On March 15th, I was charged $280 for personal training. After contacting the club about this matter, I was told I’d receive a refund. Over the course of 5 months, I have been told my refund was priority but have yet to received anything from O2 fitness. If needed I have all correspondences from Madison N*******, Joshua R****, and Stan G****. Each communicated I will receive a refund but as stated previously I have yet to receive anything other than someone stating my refund is top priority. Again, this has been going on for 5 months and I just want my money back.

  Business response

  10/26/2022

  Hi *******, 

   

  Per our conversation, a refund check was sent to ******** ******.

   

  Thank you,

  Stan
  

   

  --

  Stan

  Stanley G****
  Triad Area Director

  O2 Fitness 

  708 Pembroke Rd | Greensboro, NC 27408

  ***** ***************************** 

  Customer response

  10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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