Complaints

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:03/27/2025

  Type:Order 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 signed up for personal training for myself and my 10 y/o. 1 month of training was successful and then my trainer was terminated. I was then transferred to another trainer whom was on vacation at the time, upon his return he cancelled my training session and also resigned the same week. The gym no longer had any available trainers although i offered to be flexible. At this point I'm three weeks without a personal trainer. I was told by gym management that a hiring Event would be held for additional staff. I requested a freeze to my account because I made a payment 02/22 and had no training available and I didn't want to continue to be billed, as a new billing cycle was approaching in several days. I also requested multiple times to cancel my contract due fit4life "Breach" my request was not escalated to any upper management ,if it was the only person available to cancel my contract "*** *****" would not contact me regarding my issue although I requested him to contact me via multiple staff and I called multiple locations to reach him. The only option I was given was to transfer to a different gym location for personal training. I did nothing to deserve the mistreatment that me and my child received. I submitted payment and made myself available. They failed to fulfill their obligation and instead of rectifying the situation in a just way, I was basically ignored and passed along. Never contacted by the district personal training management *** ***** only Messages passed through staff that he is not cancelling my contact. The business needs to be investigated for fraudulent contracts as well as failing on their part to properly address and fix an issues that is on their behalf,its ungodly to treat someone so filthy. I wonder if the CEO of fit4life cares or even wonders how his upper management treats the people who helps his business to thrive. This has been the absolute worst customer experience I've ever had. & All I can do is accept,they are billing regardless

  Business Response

  Date: 03/27/2025

  I'm sorry I believe this complaint was put in for the wrong location. We do not have this member listed as a Jacksonville member so I would not have the proper information to reply to this complaint. 

  Business Response

  Date: 03/27/2025

  Our location address is *********************************** It sounds like the location she is referring to is in ************ not ************* 

• Initial Complaint

  Date:01/10/2025

  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.

  March 2024- present. Contractual financial obligation purposely hidden at time of sale. Misleading contract language. Hidden fees. Inadequate staff to educate/enlighten client about expected fees. No upper management to provide customer service. Unprofessional, rude staff behavior.

  Business Response

  Date: 01/20/2025

  I am unable to locate the customer's name or phone number in our system. I would need a contract/member number to appropriately address the complaint. This also is coming from a Wilmington address so unsure if the complaint was put in for the wrong facility. 

• Initial Complaint

  Date:06/11/2024

  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.

  When you sign a contract both parties are held accountable to the terms. I have paid my monthly dues, but the services sold were not available or unsatisfactory. Issue 1: When I signed up I asked why the exorbitant sign up fee. I was told that the fee covered maintenance, Daycare and classes. While I am not in need of daycare services, I found interest in the classes. I asked about the classes and was told the schedule was on the app. My husband, daughter and I all signed up. My husband started immediately, my daughter and I started a few weeks later. I started to look at the schedule of classes, the classes at this location appear to be geared to those that do not work 8-5 jobs. The few offered at this location are routinely offered between 9-5. I did find a 0520 class and was excited. My daughter and I arrived early, did a small warm up and then signed into the class. The instructor never showed up. We waited at the ***** area for a few mins, then we went to upstairs classroom.. Nothing, no one was there. After recept staff showed up, my husband went back to the gym to speak with the manager. He was told the manager would call him to follow up on the complaint. We have yet to speak with the manager. BUT, no worries, we did overhear the instructor complain out on the gym floor that she got yelled at for not being there and she felt it was BS. Note: still havent heard from manager. Second issue: personal trainer program is a joke. In my brain personal trainers are with you each session and push you. I was offered a program created for me after a session with a trainer and placed in a folder for me to do on my own with checking. Maybe I misunderstood this, who knows. 3rd issue: sanitation of showers is horrible. Completely unsatisfactory. On a Thursday I took a shower and noted a significant clump of hair in the corner of the shower. Monday when I went to shower, the hair was still there. Unacceptable. Yet they refused to release us from contract.

  Business Response

  Date: 06/17/2024

  Going through the memberships, there was one enrollment fee for the entire family group to get enrolled to the gym and the $69 access fee per person which allows for the 24/7 access to the facility and getting set up on the electronic key tag. There may have been some miscommunication on what that covers because they do not have anything to do with the amenities. The amenities are included with the normally monthly rate for every member. I did look up the class for the **** class and that one is not done upstairs in our normal group fitness room and is actually downstairs in the turf area as the equipment needed are in the turf area, you may have missed the group for that as its not in the normal location. The instructor for that class is also one of our trainers and she does not work in the building during the day as she works as a teachers aid about an hour away so I'm unsure who you may have overheard. I am sorry the class selection has not been up to par for your schedule as those are created by the instructors themselves due to availability. I know you mentioned the 9-5 but most of our afternoon group classes run from 5-8:30pm and unsure if that works better with your schedule. As for the reach out, I believe ****** our front desk manager had actually tried reaching out to your husband a few times as he wrote in a complaint to us a few weeks back about the same issues. As for the personal training, our programs vary based on frequency you met with a trainer. We do have people that pay to have the instruction each time they come in 4-5 days a week and some who do follow a program only and meeting once a month as a refresher. So there is personal training available in various forms dependent on needs. I did notate the sanitation complaint when ***** wrote in and did get with the staff and our cleaning crew about this- our cleaning crew is supposed to deep clean the entire locker room 2x a week and upkept by staff. I will make sure to readdress that with them. 

• Initial Complaint

  Date:09/28/2023

  Type:Order 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.

  My first complaint is the daycare. There are two ladies that are awesome but when theyre not there, the other ladies are playing on their phones and interacting very little with the children. I came to check on my little one one time and she was standing in a corner full on crying by herself while the girl was sitting in a chair doing nothing. I complained to **** at the time but nothing has changed. The daycare is also consistently full which I understand is a staffing vs amount of children but thats also very frustrating to show up and have to leave multiple times.My second and bigger complaint are the group classes. The renovations happened and the classes were moved upstairs in a back room, up an unfinished staircase and the room had no AC. So, instructors had to cancel or hold shorter classes due to women getting dizzy and nauseous. Its also furthest from the bathrooms, daycare, and its up a staircase. Most of the zumba and dance classes are older women and mothers, how does putting them upstairs make sense? When I mentioned this to management I was told the group classes arent their priority and they would just cancel classes until they figured out the room. Its been a month and the instructors have now moved on to different gyms and there are no classes.Not having a usable daycare OR the classes I specifically signed up for doesnt make this gym something I want to be apart of. However, my options are to give the gym even more of my money to get out of the contract or pay every month to not be able to use it. I have no interest in anything but the zumba/mixed fit classes. I would like to cancel my membership without paying the $150 buyout since the gym is not holding up its end of the contract.

  Business Response

  Date: 10/03/2023

  Sorry for the delay in responding as I wanted to gather all my information beforehand. To address the KidZone complaints, you stated that nothing changed after you brought your concerns to the front desk, but we are not showing any check-ins since that discussion. The girls were immediately spoken to, had a message put into their group chat, and we even had someone from corporate come down to speak on the matter and have all the girls sign paperwork stating they understood how things should be run going forward. We also understand the frustration over capacity rulings but that is for the safety of the kids, as well as company policy- a time limit for the KidZone is also in place to ensure we rotate the kids out, so every parent has a chance to utilize childcare. For a bit there was a staffing issue due to keeping staff at home that *** show any symptoms for illness as we have a better safe than sorry approach. We have also doubled the number of girls able to rotate in for shifts to minimize us hitting that capacity limit. We also have never stated the group classes are not a priority and the move to the upstairs was suggested to address some of the complaints the instructors had about the room- was it a perfect solution on all accounts- we don't think anything would solve ALL the issues but it did answer the need for more privacy, people walking in or staring into classes, and the air conditioning system actually works a lot more efficiently in the new space than it did in the old one. We did make concessions for some of the older members which had been discussed with the instructors but not announced to the full members list, so it was not abused. The daycare staff also has walkie talkies to communicate with the front desk staff so we speed in which we can get someone from the class for any childcare issues should be about the same. As for instructors moving, everyone but one instructor did come back, and we immediately had a replacement for the one class instructor we were missing and actually added some more classes as well. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20668771
  
  I am rejecting this response because: They stated I never came back to the gym but I have. In fact, the last time I went to the gym they told me I was good and didnt need to check in or scan the code on my app which is probably also unsafe in the case of an emergency or I couldve just been anyone allowed to freely use the gym but I believe that person was just trying to be kind since I have a toddler on my hip. Also, why would I come back when classes just started back yesterday? As far as the room being fixed, im so glad the ** is working now starting this week after not for the entire month of September with no explanation and only cancelling once enough people complained about it. The special circumstances for elderly and such is also great but that is new as well. You responded once you had all your ducks in a row which I respect but when I made the multiple complaints everything I stated was true. I also was told on the phone that the group classes and the room was not a priority AND they said to take no offense to that statement. The one instructor not coming back always had the largest class size and held classes 3 days a week. That should be a significant loss for not only the gym but hurtful towards the instructors that had to scramble to find new places to teach for over a month. At the end of the day, Im done with this gym and I simply wont recommend it to anyone going forward. I know this location was renovating and hiring for the daycare but as a customer I was no longer happy and did not feel my child being signed out on a piece of paper was safe. Instead of being disrespectful towards me and my concerns, I wish someone wouldve just heard me out and compromised with me from the beginning. I signed a contract but both parties have to hold up their end of the deal. I dont need further action or response, just know that the response given was not enough and too little too late. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/13/2023

  Type:Order 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 signed a contract in with this business for a gym membership. I paid cash $200 towards my membership as well as $249 for 4 personal training sessions. That same day due I found out I would not be in the state full time due to health issues regarding my family. I was told since it was within 24hours of signing the original contract my contract could be dissolved and I could pay month by month for when I would be in **. After paying for the personal training sessions I was also told I had to sign stating that I understood if I got hurt during sessions they were not liable for that. Turns out I was signing a contract to pay for the year for personal training sessions even after I clearly stated I didnt want to do so. As I was signing both contracts I asked to see what I was signing and the lady said if you want to see it then you can print it off at home. After stating they would change my contract, it wasnt actually changed until I went in to the business in March. I demanded it be dissolved and I no longer be in either contracts as I stated my situation to them once again. They then said okay, we need you to sign saying that you are cancelling your membership and will agree to pay as you come. I once again asked for the paper copy and was told the same thing, that I could ******* on my profile and print it off at home. Once arriving at home, I reviewed my profile and they had signed me up to pay for the month to month until the end of the year. This was not what I told them I wanted or what they told me I was signing. You can see on my contract that either they forged my signatures from the original contract or that they lied when explained as my signature is where it says to initial. I have contacted by phone and email to get this fixed as I am still being charged. I want my contracts to be cancelled like I was told they originally would be and that I should not be responsible for paying for something that I have not used.

  Business Response

  Date: 06/24/2023

  After reviewing her account, the original membership was paid with $150 down and $399 deferred and both contracts were done with male staff so I'm unsure on who she spoke to that was a female during the signing process. I also have attached where both contracts were emailed to her right after signing them and we have never denied printing agreements for anyone post signing. There are also prompts on the keypad for what each signature is for. After the secondary payment did not go through, she contacted about switching to a monthly billing versus paying it in full. That rewrite was done on 2/14 as also seen through the new contract being sent over to her and from the attached contract rewrite, so was effective immediately and was not done again in March. She also chose the ***** a month one year contract and not the ***** month to month option. Both contracts also would have been cancelled had the original VOD form was given to her for any medical issues she stated she needed to cancel over, and we have still not received those forms. 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20177496
  
  I am rejecting this response because: It was a female member that I signed the contracts with. Supposedly it was the manager that day as she was the only one that was allowed to change my contract. I also stated that I was okay with paying a more expensive membership since I was not going to be living in ** full time. I was sent a VOD form, but how am I supposed to have that filled out when it was not me that was the reason for leaving the state. I will not be paying for this membership, I have not used it, and it was supposed to be month to month. If you notice in the response they said post signing of course they dont care after you sign it. I was asking for before I signed it. Theres other complaints on here as well for forgery of contracts and rudeness. I want both contracts cancelled that should have been cancelled that should have already been canceled, and the training was never supposed to be a contract either. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/30/2023

  I understand the frustration but even post signing, there is a 3 day buyers right to cancel which is all stated in the emailed contracts so if any discrepancies were found in the contracts, we could have done a cancellation or a redone them. Also the original message said that chosen contract was  a $24.99 monthly agreement.which is not listed as one of our membership options and not the one selected or paid monthly on. The *** form was provided after the member said they had their own medical issues that would prevent them from being able to utilize the facilities in which the member was told could remove them from both the membership and personal training contracts which is provided in the uploaded documents. 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20177496
  
  I am rejecting this response because there isnt a resolution from the business. I am aware of the 3 day cancellation or redone the contract. The contract was initially redone because I notified a gym employee that evening stating I needed to change since I would be in and out of state. I was told he would have the manager do it, it didnt get changed until a month later. When it did, it was the wrong contract. I agreed to pay individual months or individual gym sessions. The manager told me I could stop paying anytime as it wasnt a contract. The contract that was redone was not the membership plan that I stated I wanted. During those 3 days, same day I redone the initial contract, I worked out with a trainer. That evening I realized my hip was hurting pretty bad. I informed my trainer I needed to see a doctor. Therefore yes I had my own health problems and was sent a VOD when I had explained another reason that prevented me from using the gym. However, that is besides the point as there wasnt supposed to be a redone contract. Or contract for personal training. My original reason within the first 3 days of joining the gym, kept me out of state and thats why I decided to cancel. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/03/2023

  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 have been going to fit4life for a year at the ************ location and on a regular basis the gym is unclean and unsanitary, my last time there, there was dirty underwear in the shower and another pair hanging over the stall walls, the toilets were stained with f**** and the toilet paper was empty, this is a common occurrence here, the urine smell is overwhelming from the moment you enter the locker room and there is pubic hair all around the rim of the urinal and the urinal pad hadn't been replaced in months, the filter to the water fountain seems to be permanently on "replace", the paper towel dispensers and disinfectant provided are at times either empty or missing, even after posting a review on ****** to which the location had made private covering up their mess, the solution here seems to be to cover up the issues as opposed to rectifying them, I have been told a few times this was going to get fixed and here I am a year later this place is still a mess to the point I no longer attend the gym for health concerns, other patrons have expressed similar distaste and experiences with fit4life

  Business Response

  Date: 05/04/2023

  This week is the first week the member has communicated any issues with sanitation and messaged ** on every platform to include ******* our member support messaging, and through our billing company.I did let the member know that the issues were addressed first thing Monday morning as the pictures he submitted were between our closed hours on weekend to staffed hours on Monday. He never made ** aware he was not coming in due to sanitation and was only mentioned upon returning. We did walk him through how to submit his cancellation as well. 

  Customer Answer

  Date: 05/04/2023

  Complaint: 20008882
  
  I am rejecting this response because: I have used the feedback tool with the app prior to this regarding the water foutains and filters, the sanitation has been a complaint of many members  myself included for quite some time, my last time there in *** was a Tuesday and was dealing with simliar santiation issuses, even after addressing them nothing had been done about it so I stopped going, this being passed off as a one time occurrence is off putting and their practice of hiding a  negative review is a lack of accountability and transparency on their behalf, I was told to write their 3rd party about canceling and why, however the company will not honor the request to leave despite my health concerns with this issue and told me to wait until *** 2024

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

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

  Business Response

  Date: 05/09/2023

  I do understand the frustration. A refund is being requested due to complaints about sanitation previously when we received nothing from the member for any concerns in January and I even went back in our system to look for any correspondence over it. The gym, specifically the locker rooms are at the mercy of the patrons during the hours the gym is not staffed and the check in was at nearly 2AM which is after the staff left 11 hours prior. We do not have an overnight staff and the issues with the locker room were handled as soon as the staff came in. I am not saying that we have not had any complaints previously but I am saying this is the first we have had it voiced by **** and it was handled immediately. I would gladly sit down and go over any concerns with the member and so I can address things further with the staff. 

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I would like to sit down and discuss the termination of my contract.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/15/2023

  We can sit down at their earliest convenience. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20008882
  
  I am rejecting this response because: I had reached out a little over a week ago on the 4th for this and have only received their automated message response
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/18/2023

  I did offer for a sit down. The message was from the billing company which is a third party. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20008882
  
  I am rejecting this response because: This message is in the chat feature to the gym on ****** to which I had been communicating with them prior, and is labeled ************ fit4life, I had talked to them previously, my message to them was in regards to what the billing company was telling me to relay to them,  this is not a 3rd party this is me directly communicating to the gym I have more messages from this feed I do not understand how this could be blatantly misinterpreted when the gyms name and contact information is directly displayed in the message, the third party has an entirely different name, this is the problem with this staff and accountability, I've yet to hear anything from them communication wise despite reaching out, please relay to the 3rd party to cancel my membership, this customer service is lack luster at best.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/21/2023

  Type:Order 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.

  In December of last year my wife and I signed up for a one year membership with the company. At the time we signed up, the companies computer systems were down so they had us fill out a paper contract. This December my wife and I tried to Cancel our membership with the company since our contract should have been over. We were then told by the company that we had signed up for a two year contract. Upon hearing this, I proceeded to find this contract on our online profile with **********************. Whoever was supposed to upload our original contract upgraded us from a one year to a two year contract and the. Signed it themselves. The signatures on the contract are nothing Close to mine or my wifes. Our contracts were illegally forged. Upon discovering this appalling news I tried contacting the the company to get my membership immediately cancelled. After sending them proof of the obvious fraud they refused to immediately cancel my membership and want to continue charging me for two more months. I refuse to allow this to occur. The contract is void and there is nothing legally obligating me to continue paying them yet they continue to charge me. I have tried contacting them multiple times to no avail. I have even tried reaching out to their general manager but havent heard anything back.

  Business Response

  Date: 03/22/2023

  ****** and his wife contacted us about cancellation back in November due to orders. The supporting documents for that were requested and were never turned in and no further communication was had. They reached back out again in February to do a cancellation and requested a buyout and was given the wrong information by our billing company, as they did not reference the paper contract when looking for a contract end date. Once they called in about that, I promptly reached out and had that adjusted for them and was in contact letting them know I had that handled so the cancellation could be done via our policy of 60 day's notice. The autorenewal for their contracts were never requested and thus the billing did continue beyond the 12 months as per their signatures for the auto renewal and the 60 day notice is outlined in there. I did also email him about the signatures on the electronic copy and because our systems are down, when we made the accounts once they were back SOF for signature on file was put in place of signatures to show that the signatures were on the paper agreements which we also provided to him. None of those signatures were done in his name so there is no fraudulent contract as they as being held to their paper agreement and not what was reflected on the electronic form. All screenshots for our billing system, the email exchange, and his contract are all attached. 

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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.

  Upon attempting to cancel my membership due to a disability the gym kept on insisting I just buy out my contract. Finally they gave me the correct contact information to have a medical provider fill out a form saying I have a disability and that it is no longer viable for me to attend. Despite my provider providing 2x this form the gym says that his medical license is not correct and that I should just pay until the end of my membership.

  Business Response

  Date: 01/16/2023

  After reviewing this members account, he is a member of Fit4Life in ********* not ************, so as i can not speak on their behalf as it is a different location. From what I can see is Mr. **** was cancelled in earlier this month due to medical disability. and based on the notes on the account he failed to supply the correct paperwork Peak asked for in a timely manner. 

• Initial Complaint

  Date:06/24/2022

  Type:Customer Service 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.

  Fit 4 Life Member # *********** I have been a member of Fit 4 Life (gym) ************, NC, since May 9th. I usually frequented the gym 4-5 times per week until last week when I became very ill, and was diagnosed with COVID-19. I am 65 years old and have moderate asthma. I joined the gym because I was led to believe that the staff diligently cleaned the equipment, and I was assured that patrons are required to clean the equipment after each use. However, I noticed on several occasions that patrons were not routinely cleaning the equipment after each use, when I spoke to staff regarding this problem I saw no improvement, but instead I continued to see the same lack of safety consideration for others from too many patrons, and the staff has not engaged in corrective action. As a result, I am an asthmatic dealing with one of the worst viruses ever for an asthmatic. I have lost all confidence in the safety of the Fit 4 Life gym establishment, and I am requesting a termination of the gym membership and no further obligation as there’s no way I can risk frequenting the Fit 4 Life gym again. Thanking you in advance for your assistance in handling this matter! ****** *****

  Business Response

  Date: 07/08/2022

  Hello there, 
  I am sorry for the late response to this, as I have been in another part of the state and had no access to this email. To respond to this complaint. Ms. ***** signed up for a 24 month agreement with Fit4Life. At the time she also signed a covid-19 waiver. With that being said as health club cleanliness is very important to us. As a staff we clean multiple times a day, that includes wiping down the equipment. For our members we do ask them to wipe down their equipment before and after use, as such a popular facility it is hard to manage who is and who is not wiping their equipment down, that is why as a staff we complete this multiple times a day. We also have a professional cleaning service who deep clean the facility multiple times a week. We also use a disenfectant spray that kills all viruses on surfaces. I do know this member, if she is at high risk, she does not wear a mask while in the gym. We all should be aware at this time that covid-19 is an airborne virus and can not be contracted from surfaces. Ms. ***** should know this risk of coming into a populated area without wearing a mask and protecting herself. Also, if she is not wearing a mask the gym, we are unaware that if she is visiting other businesses doing the same and coming in contact with someone outside of the gym. It is very difficult to trace where she could have contracted covid-19.  We as a business can only do our part to keep our members safe. At the same time members should know this risk, as they all sign a waiver acknowledging that risk, and do what they can to protect themselves. With signing the waiver, they acknowledge the risk, we are unable to cancel her out as their is a 24 month agreement. We are able to offer her a medical freeze on her membership to help her recover. As a health club the best thing to do to combat this virus is a proper fitness lifestyle and workout regiment to boost your immune system and combat any virus, we promote a healthy life style for all our members. We do have the freeze option for her membership, have a physician sign a VOD form and we can cancel her account or she can contractually buyout of her agreement. Thank you, if you need any of the signed documents by Ms. ***** we can supply those as well. 

  Customer Answer

  Date: 07/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is helpful, but not entirely satisfactory to me. 
  I want the manager to understand that because of my moderate asthma diagnosis there’s no way I can wear a mask while working out at the gym - I feel like I’m suffocating with a mask on. I keep my distance from people. I believe I got COVID-19 from the shared spray bottles at the gym; thus, is it possible that I can be provided wipes, or bring my own so that I don’t have to touch an object that many others have touched?
  Also, can I be provided the days of the week and time of day/hour of day when the gym is least busy on an 8 A.M. - 4 P.M. schedule, so that I can attend when the gym isn’t busy.

  Thank you for your desire to help me with safely frequenting the gym as I must admit my joints felt so much better during and especially after my workouts; but when I got COVID-19, I was so concerned of the impact on my lungs that I was scared to return to the gym. 

  Will I be able to receive credit for the month I was sick? 

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