ComplaintsforThe Zoo Health Club - Derry

• Initial Complaint

  04/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Zoo Health Club in Derry NH signed my son up for a year contract while he was under age. He wanted to go there for the day to try it. He went with his cousin who was of age. My son went 3 times and each time had issues with the staff and older customers which I addresses with ******* a manager there. My son wanted to cancel his month trail only to find out he was signed up for a year contract. When we tried to cancel we found out they lied about his age and forged all my info. We cancel the card, and immediately went to collections which I sent over my son birth certificate so that should be fine now however we are still getting card for the gym. We tried to work with the gym but they refuse to help us even though we have provided all the proof that this was done illegally. Now we could like everything cancel and refunded for all the hassle they have been putting us through. We even contacted a lawyer but we dont want to go down the route as its going to cost more. Please help

  Business response

  04/18/2024

  Good afternoon, 

  ***** states his Son went in for a day trial just to try the gym out. He claims he his son had issues with staff and other member which he addressed with the manager *******. He also states that is son signed up for a month trial. ***** then claims his information was forged to obtain a 12 month agreement for his stepson ***************. 

  Our attached records indicate the following. **** signed up on 12/07/23 and regularly attended the gym using his Student membership until 2/13/24. Which appears to be much  longer than the 30 day trial ***** claims to have. We do not and have never had a Manager or staff member named *******. When you sign up for a any membership you are required to have a person over 18 signing you up for the agreement. It appears that **************** is the primary responsible party on this agreement with all of his information attached, ******************************* is the person on the payment information and a credit card is on file. The only way to get this information is if it is provided to us by ***** or *******.

  In the event that ***** believes **** gave out payment information and falsified documents it then we will need to be notified of this, because due to the nature of this contract it then becomes a criminal offense on the part of ***************. As it appears right now is that ***** signed up his stepson into a student membership for 12 months and **** has been using this membership since 12/7/23 and ******* has been getting charged every month per the agreement. Once this agreement is paid off we are then able to cancel the agreement with a 30 day notice. This member can cancel the agreement before the agreement is up but must pay the remaining amount on the agreement, which is a total of $293.65 right now. 

  Please let us know if this is simple misunderstanding because ***** was not paying attention when he was signing up his step son for or if this is a matter or **** committing fraud so that we can report it promptly. 

  Customer response

  04/29/2024

  At one point I spoke to the owner ****** who informed me that no one under 14 could sign up without the validation of a parent with a valid ID. As soon as the employee found out he was under age he should have said no. At no point did I enter the gym to give anyone an ID nor did anyone have me sign anything. To get the contract I had to go down there and ask for it. I was advised ****** was not in that day and ****** is never there. ****** stated he would have to look at that the video. I have not heard about the video from anyone even though I have reached out to ****** the manager via email a couple times. As for the contract the only thing that is correct is the address. My name is wrong. Birthdate is wrong. There is no social security number. If an adults ID was checked wouldn't all these lines be correct. Would you not have taken a copy of the license. **** states he did not sign anything and that sure is not my signature on the contract

• Initial Complaint

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter signed up for gym membership on October 19, 2022. Within days after after signing a contract with them (its the only way to work out there) and being stood up on 3 different trainers within a weeks period, she wanted to cancel. But because more than 3 days had elapsed, we are stuck in this contract until 10/19/2024. And if for whatever reason we do not make it into the gym before that to sign that we want out then they will charge us for the month of November as well. And going there before October 19 does not get us out of the contract. It only stops the payments from extending beyond 10/19/2024. I spoke with ******, the manager, again, just now. I have called her multiple times trying to get out of this contract. Prior to speaking with her just now, we spoke last Tuesday, 2/27/2024. She was going to speak with the owner again to see if they could reconsider and allow us to cancel the membership based on all of the circumstances of her being stood up by the trainers, etc.. she never got back to me. So I called her and she had totally forgotten that she was going to call me is what she, the Manager, said. So she checked her notes and saw that the owner never got back to her in these past eight days. She said he is busy in ******* with other things that are preoccupying his time. Hes got our money, so why does he need to get back to us, right? And when daughter signed the contract she wasnt even given the opportunity to read it. She was rushed. Also, I even went to the gym myself shortly after she signed up and asked for a copy of the contract. I was told their printer was down. ****** never offered at that time to send a copy of it to us. That would have been a good thing to do. I later requested a copy and one got sent through email. Also, our card was charged two bank fees, one for $25.00 and the other for $10.00. I was told those fees shouldnt have been charged but ****** says they should have. Inconsistent. Anyway, so very frustrated with them.

  Business response

  03/07/2024

  *******,
  
  Thank you for reaching out to us. We completely understand your frustrations in regards to the situation. We would like to try and help better explain the situation to you in a different way.
  
  Unfortunately once your daughter entered into her agreement she had 3 days to cancel without penalty. When you first contacted us regarding any issues  she was January 19, 2024 that was 90 days after the date she signed up. At that point the only thing we could offer you per your agreement is a buy out of the agreement which was the terms that were signed by her. Unfortunately we are legally bound by the same agreement and can not go outside the terms of the agreement. We understand that you feel like this is heartless, but please understand that we face legal consequences if we break these same terms we hold members responsible for. This is to protect members and The Zoo Health Club.  We can only communicate in the future with your daughter as she is a legal adult and she signed the agreement. We cannot have any further communication with you, or send you any documents that your daughter signed.
  
  We reached out to Redwood personal training, they checked their system. Theres no history of your daughter, ever having any sort of contract or personal training with them at any time.
  
  To address any additional charges on the account, we only see your normal monthly charges and your gym improve fee. We do see that you disputed that charge, normally that comes with extra fees, but it looks like we actually paid those fees for you. We are not seeing a $35 charge.
  
  ******* hopefully this cleared up any questions or frustrations you may be having.
  

  Customer response

  03/09/2024

  The business is saying that they absorbed/paid the $35 fee. That is not correct. We were charged $10.00 on 2/22/2024 and an additional $25.00 on 2/24/2024. Im looking at my *********** statement right now to confirm that. I dont know how to send this electronically but I wouldnt be saying that were being charged when were not. 
  

  Also, my daughter was stood up on at least 3 different occasions by personal trainers who offered to work with her. This is no lie. The business is stating they have no record of her being stood up but why would we make up such a thing? Seriously now. Not appreciating their dishonesty or lack of competence here, whichever it may be. 

  Customer response

  03/09/2024

  My phone number isnt showing the final digit. Its a 7. **************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a month to month gym membership, in Derry, New Hampshire. I only went to this gym while/when visiting a woman that I dated in Derry. We broke up, and I wanted to cancel my membership. I called the gym and asked how I cancel my month to month membership (I have a copy of the contract). I was told that it could be done over the phone, then put on hold. After about 10 minutes, I was told that I needed to visit the gym in person to sign a membership cancelation form. I visited the gym 3 days later, on July 19th, and signed the form. I was told that I woukd be charged a $75 cancelation fee that I would see in my next bill, and that my membership would be canceled. After 30 days, I saw a charge for over $100. I assumed this was the last charge, until the following month, when I saw another charge for my membership fee. I called the gym, and was told that my membership wasn't canceled and asked to speak to a manager. The manager informed me that I was unable to cancel a month to month membership without having moved. I explained that I live in massachusetts and to go to the gym would be a hardship, so I am not interested in doing so. The gym is about an hour and 3 minutes from me without traffic, and my ex girlfriend would be there. The manager said that I "should have thought of that before signing up". I asked how I could get out of this nightmare, he said he couldn't help me. I called my bank after another months membership fee was withdrawn, and put a stop payment on the zoo health club. They have now submitted the debt to a collections agency. Help?

  Business response

  12/19/2022

  I apologize for *****s dissatisfaction with his Zoo Health Club membership. The membership that **** ******* signed into was for a 12 month agreement as indicated by the screenshot of the contract that was provided. The Zoo does offer a clause for a move: If the resident moves more than a 25 mile radius away from any Zoo Health Club location, they may cancel with a $75 early termination fee and a 30 day notice contingent on providing proof of move via legal document (rent, lease, mortgage, utility bill, new state ID). Because this membership was started with the original address on file as ** ******** *** ******** ** *****, the move clause does not apply; therefore, the member is responsible for the entirety of the 12 month agreement.

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