ComplaintsforRockBox Fitness Huntersville

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was in the middle of relocating and decided to sign up after my first class. The sale of my house got delayed the next day so I decided it was best to cancel until I got that squared away and settled because I was still traveling back and forth a lot and knew I couldnt fully utilize the classes. I spoke with ***** and she confirmed I could cancel since I was still in the 3 day window. She tried to talk me into just pausing the contract but I opted to cancel because I didnt want anything else to keep up with in the middle of the move. I made a special trip there on a Sunday to sign the cancelation in person with *****. I have this in text and even have proof of my visit on Jan 21st but she never sent me the cancellation paperwork as promised. Now Ive realized Ive been getting charged nearly $200/mo for months. *** called, left messages, even talked with one girl who assured me the owner would call me back but *** still heard nothing after about 2 weeks.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  My fiance and I signed a 6 month contract on September 14th, 2023. On January 14th, 2024, we went to cancel our membership. We just didnt want to automatically enroll in a new contract, as is stated on the contract we signed. This was a month before the contract would end, which is the minimum amount of time accepted to cancel. The trainer there told us to email the manager to be able to cancel and have us her card. Her name is *************************. I sent the email that day and never heard back from her. After about 2-3 days of not getting a response, we drove to the gym again to cancel. We talked to the lady at the front desk and told her we wanted to cancel. She told us that both our memberships were cancelled. When I asked for something in writing, she told us she doesnt have anything to give us but that the manager would send us an email. Again, we never got any email. Now, a month later we are still being charged $159 each for a contract we were told was cancelled. Manager ignores all emails and no one will cancel the memberships.

  Business response

  03/08/2024

  My name is ***********************, I am the General Manager at Rockbox Fitness Huntersville.  I am reaching out regarding a former member, *************************************** and his Fiance.  They both signed up for a 6 month membership starting in September of 2023.  His last month of his agreement was Feb 2024.  ********* sent an email regarding cancellation in January, which I missed due to being out for medical reasons.  We require a 1 month notice for cancellations, due to that he would have been charged regardless in February, but his contract did not auto renew.  ********* sent an email February 15th 2024, after his February charge went through. When I saw that email I immediately canceled both him and Sophias memberships.  He states he went into the studio multiple times to cancel and my ************* him his memberships were canceled and he would not be charged again.  They said he came in once to cancel, and was not relayed to me, as I handle cancellations.  That was an absolute miscommunication on our parts and for that we apologize, and I did send an email to him explaining all of this as well.  I offered a refund for both of their memberships for the February charge.  I also have not been made aware of any complaint notices until today when my franchisee forwarded me this email, so for that we sincerely apologize as well.  Please let me know what else I need to do to resolve this.

  Customer response

  03/08/2024

   
  I am rejecting this response because:
  There is some dishonesty here from the manager and her staff. She reached out to me which I am thankful for, but her reasoning for not responding is inconsistent in that email and with what she wrote on here. She told me that she missed my email because she received a lot of emails per day. On here, it is because of medical reasons. Also, her staff is dishonest as well. I emailed her the first time while in the building, and Im sure any review of the camera will verify that. Thats how we spoke to the trainer and he gave us the managers card, hence how I was able to send an email to her. The second time wasnt too long after, Id say within 2 weeks and it was a young lady at the desk who claimed she could not find us in the system at first. However she did find us after awhile. She is the one who told us that we would receive an email. Both times were after 5PM. Manager has stated that she issued a refund and I will wait for that to come in. As there is some dishonesty on the RockBox side, I will not accept the resolution until I see that the refund did come through. Also, I canceled 31 days before the final charge in February. That is one month. Not sure how that does not follow policy.

  Customer response

  04/02/2024

   
  I am rejecting this response because:

  Good morning,

   

  I am still having issues with this company.they said they issued refund but they never did.

   

   

  
  

  Customer response

  05/15/2024

   
  I am rejecting this response because:

   

   I have not received refund yet!

   

  **********************************;

   

  
  

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