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:08/02/2024

  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.

  I cancelled my membership with O2 Fitness in January 2024. I have health issues, and they want my medical records, which is a violation of my HIPPA rights. They have charged me monthly fees and late fees for a total now of 8 months and $560 which I havent been a member. I filed complaints with my bank too.

  Business Response

  Date: 08/02/2024

  ************** reached out to terminate his membership on February 2nd of 2024 at 10:29am. Our GM replied to his inquiry the following business day at 12:35pm asking for a Doctors note as required by the ***** of ******** Affairs verbiage in order to terminate his membership within his 24 month term (which is scheduled to end on 10.31.25 per his signed agreement).  For reference, the agreement reads "substantial physical disability, certified by a physician, which makes it permanently impossible for the customer to use the center's service" to cancel an agreement in the State of SC within their agreed upon term. ************** never replied to the email nor did he supply the required documentation (Doctor's note). On the evening of July 2nd, ************** called the club and spoke with the team and was readvised on how to properly terminate his agreement within the term as we were more than happy to help him get this resolved in a timely fashion. We followed up this phone call with an email, including all details again, for ****************** reference. To which there was no response. We reached back out again on July 8th, to no avail again. The membership has been terminated and no further charges will ensue.  

• Initial Complaint

  Date:04/28/2023

  Type:Billing 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.

  I am getting notice from a debt collector for a bill that I was told by an employee of O2 fitness two years ago would get canceled. I told them that they repeated tried to charge me despite me canceling my membership after being added on as my fathers guest. They now want me to pay 175$ by May 1st and Im a pregnant college student who cant afford to give money away and I dont know who its going to. I repeatedly asked the person two years ago hey will this be okay? They assured me it was a mistake on their part and that they would look into it and have someone call me. No one ever did. Now two years later here I am with someone telling me in letters that I need to pay something back that I didnt even know was on my account for the past two years.

  Business Response

  Date: 04/28/2023

  This account has been removed from collections with no money owed. 

  Customer Answer

  Date: 04/29/2023

   
  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.
  
  Sincerely,
  
  Chance ********

• Initial Complaint

  Date:03/29/2023

  Type:Billing 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 cancelled my membership more then 6 months ago and they continue to charge me and charge late fees for not paying.

  Business Response

  Date: 03/29/2023

  Our records indicate that ******** requested to freeze her account for three months in September of 2022. That would account for October, November and December. These details were confirmed via email on September 14th when calls went unanswered on Sept 5th and 8th. A cancellation request was then received on February 3rd of 2023. At that time, we prorated her February dues to account for her 15 day notice to cancel ($37.98). She would still owe the January dues that had not yet been paid of $59. ******** spoke with the ** of her respective location yesterday and we believe a compromise was reached. All late fees were waived and ******** stated that she will send a check to clear up the remaining balance owed ($96.98). I have left a voicemail for ******** this morning to confirm / review all of these details as well.  

• Initial Complaint

  Date:11/04/2022

  Type:Product 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.

  2nd posting on no refund from o2fitness. First posted 4/20/22. This is soon to be discrimination suite. I am 62 years old and have confirmed others have been refunded. They posted closing moncks corner location Feb of 2022. 1 to 2 months before offering a special year contract of $300 in full. Well... looks like the old bait and switch to this old timer.

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 5, 2022/11/07) */ We have had the opportunity to speak with Mr. ****** via phone a few times throughout this process. Most recently at the end of last week. As promised, we have been working through the significant number of requests as quickly as possible. *****'s refund check has been mailed and he should be receiving it via USPS mail any day now. Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Had not heard anything from o2 fitness since about April. Where I received a email stating(sarcasm I believe) ohh my name would be on top the pile when they start writing checks. The only reason they have contact with me recently is, I texted,called twice before they responded with a call. Same as earlier in the year. O2 has not reached out to me on their own for status on this.I honestly thought I was never going to see a return of my funds and as of now ,I still haven't. This is a shifty company and have shown untrustworthy.

• Initial Complaint

  Date:06/20/2022

  Type:Product 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.

  We were members at the O2 fitness location in Moncks corner South Carolina. We were notified that the gym would be closing and that we could either opt for being a member at another location and the other was a full refund. Being that we paid for an 18 month membership upfront and have no location close to our home, we opted to receive a refund. We where then told in writing that refund checks would be issued 30 days after closing. Closing occurred back in early March and we have yet to hear any details in regards to our membership refund. We can't get an answer about the timeline, our refund amount, or any information in regards to an estimated timeline. I've called various locations including the corporate office and cannot get a response.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/21) */ We have been in consistent communication with Mrs. ********'s husband as it relates to her refund request upon the closure of our Moncks Corner location (via phone as well as email). Additionally, details have been provided to Mrs. ******** via her voicemail. Her refund is being processed for $265.78 and is being sent to the address that she provided. Mrs. ******** will certainly receive her refund as promised. As a company, we had to close 4 locations within a 2 week timeframe so it is simply taking time to work through the significant number of requests. We thank Mrs. ******** for her patience as we work to have this resolved just as soon as possible.

• Initial Complaint

  Date:06/01/2022

  Type:Billing 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.

  O2 fitness in Moncks Corner closed down February 23. I paid for a whole year in January. My son paid for a year a few months before. We were supposed to get our prorated money back with in 30 days. I have email threads of them telling me they are just behind getting our paperwork done due to there being so many people eligible for refunds. I will gladly forward all my emails. They always answer back but have excuses for not mailing our refunds.

  Business Response

  Date: 07/31/2022

  Business Response /* (1000, 5, 2022/06/02) */ The **** family is set to receive their requested refunds just as soon as possible. It will be mailed to the address that they provided in their initial request from our Home Office in Raleigh, NC. Consumer Response /* (3000, 7, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was supposed to receive money with in 30 days of the gym closing down. I keep getting excuses about their inability to fulfill the job. It all sounds like stalling tactics. How hard would it be to make a check out for a certain amount and put it in the mail? I will not be satisfied with these excuses until I see my money that they are sitting on. They deserve to be fined and I deserve compensation for not getting my money in a timely manner. Business Response /* (4000, 9, 2022/06/08) */ We are certainly sorry for any confusion and/or miscommunication as we never assured that refund requests would be fulfilled within 30 days. We certainly aren't stalling, rather we have tried to connect with ***** on several occasions to talk through transparent expectations and to ensure that we answer any and all questions / concerns. While the membership agreement does state that the Moncks Corner members are not eligible for a refund(s), we feel it is the right thing to do albeit taking a bit of time to get through the the significant number of requests as we had to close 4 locations within 2 weeks of each other. We thank the ***** family for their patience. Consumer Response /* (4200, 11, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have responded to emails from the 02 fitness on many occasions. I choose not to talk to them on the phone. They took my 1 year membership payment a month before shutting the gym down. This will not be resolved until I see my money owed returned. They are trying to act like they are doing me a favor by telling me my refund is being processed. I would like BBB to look further into just how many people they actually owed. Most gym memberships are month to month. If they owe people that payed month to month it is because they took payment after closing. The bottom line is they took my money and haven't returned it.