ComplaintsforTruFit Gym

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trufit is the hardest gym contract you could possible get out of. I haven't used the membership in some time but am outside of my commitment period. I asked to cancel and as I am outside of my commitment period I should not be charged any fees. The billing provider representative by chat said that there was a month cancellation fee and I disagreed. The chat representative agreed to waive it and then the chat was disconnected. The next agent refused to honor it. I need to ensure that my gym membership is cancelled and I am disputing any final charges.

  Business response

  06/08/2023

  Member asked for fees to be waived.  $20 in fees was waived at her request.  The attached file shows that.  The gym is willing to refund one monthly payment of $19.99 if that will satisfy the member.  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined Trufit in June 2020 with an 18 month contract that would go month to month if not cancelled prior to December 2021. I wrote to and called Paramount and the gym MONTHS before my contract was done to cancel the contract. Paramount confirmed that in December 2021 my contract would be cancelled. I deployed in early 2022, got back in the late summer and now Paramount has sent a debt collector after me. Going through that emails that were sent when I was deployed, a $40-ish dollar charge has ballooned into nearly $200. At no time has anyone been able to explain to me what the charge is for. I followed all the rules for cancelling the contract and received confirmation from a Paramount representative that it would be cancelled at the end of the 18 months.

  Business response

  01/02/2023

  I see they spoke to member services but don't see that member services ever received the written request. I have gone ahead and canceled the agreement in good standing

  Customer response

  01/03/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped my membership at tru fit in Weslaco over a year ago and I've just found out that they are still charging my account.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ We are TruFit gyms, we have 6 locations in North Carolina. There is a company called Tru Fit Athletic Clubs in Colorado and Texas that have no affiliation with us. I don't have any member by this name nor do we have a gym in a city called Weslaco, so I am unable to assist. Our gyms are located in Shallotte, Fayetteville, New Bern, Morehead City and Southern Pines, if you joined one of those locations and can give my your keycard number I can look further.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a 6 month contract for a trainer at TruFit park north. The cost was $180 bi weekly. When it was time to put my 30 day notice to end the six months per the contract I and my trainer signed the paper on July 23rd and they claimed they lost it. I was still charged $180 after my contract ended in September. I brought it up to the manager Kyle K******* and he assured me he would talk to upper management and get it resolved and get my money back, he also apologized explaining he lost the cancellation paper work so we resigned another one and dated it back. Another two weeks goes by and they took another $180 from my account. Kyle again reassured me he was working on it. I had to call my bank and pay a $30 fee to block payments for the amount of $180 from TruFit. Kyle then told me he submitted a reimbursement claim to upper management and I would have a check in the amount of $360 mail to my home address I had on file in 5-10 business days. It has now been 9 weeks and still no reimbursement check. I have called TruFit on numerous occasions and they tell me "Kyle is out at lunch I can take a message" I have yet to talk to Kyle again. I am now talking to Emilio the sales manager at TruFit park north who said he would pass it on to corporate and gave me the billing department which all they could do was send an email back to Kyle. Emilio claimed they don't have authorization for a reimbursement check only cooperate does. I have yet to get a call or answer from someone in corporate about the money they owe me.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/16) */ I am not finding a member by this name. We are TruFit Gyms in North Carolina with locations in Kinston, Fayetteville, Morehead City, New Bern, Southern Pines and Shallotte. There is a Tru Fit Athletic club in Texas and Colorado that we have no affiliation with in any way. If you are a member here in NC please let me know which club you joined and I will look into it further.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up my wife and I for a membership at TRU FIT GYM. Shortly after signing up the gym stopped offering the amenities I signed up for to include a showering facility and kid care while working out at the gym. The gym was also closed for renovations for a period of roughly 7-10 days. I reached out to the gym via phone and in person about my frustrations of them not meeting their end of the agreement in which I signed up for. I asked to cancel my membership due in part those issues as well as an upcoming deployment and lack of customer service on their part. I have been unable to resolve this issue with them and have effectively been told its not their problem. I asked to freeze my membership but was told I would still have to pay and it would extend the length of my membership during the freeze. I have tried unsuccessfully to resolve this issue with the gym however they refusing to work with me on this.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/08/02) */ The gym was closed from Friday Jan 29th to Tuesday Feb 2 due to a city plumbing issue that required them to rip the floor out of our club to fix. We have another club 6 miles away that we extended all our services and members we able to use that club during that time. This issue in no way effected the contract this member is in. Our freeze policy is a courtsey and we do bill the term of the agreement and add the time to the end. The member can cancel for deployment as long as it fits the cancel policy and he provides the needed documentation to member services Consumer Response /* (3000, 7, 2021/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Conflicting information. I have been fighting to get my membership canceled with this gym for well over a month. I have provided necessary documentation. Child care was closed much longer than 4 days. Business Response /* (1000, 11, 2021/08/12) */ Kids care has only been closed for same plumbing issue or for mandated Covid reasons. I don't show this member uses kids care which has been back to regular hours. Member is in contract but can buy out for $199 per person. Consumer Response /* (3000, 13, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the child care was closed due to covid then contractual agreements could not be met. However still charging someone a buyout for a contract that cant be obligated is absurd. Furthermore the managing staff at your gym is nearly impossible to get ahold of via phone and or does not return phone calls. My wife has tried numerous times to reach the manager with no response.

*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. ↩