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:02/29/2024

  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.

  I am trying to cancel my membership. Last November I downgraded from a premier membership to just a regular membership as I could no longer afford it and also realized I don’t use any of the perks of a premier membership. I went in and spoke to the staff in the membership department, she simply asked why, informed me that there would be a $50 charge, which is absurd to lower my membership and tell me what the new monthly charge would be. Jump forward to now where my group and I have been unable to utilize the court there, which has been ongoing issue. so we’ve decided to start going to the Y instead as they have guaranteed us a court time. When I went to cancel my membership, they informed me when I downgraded my membership in November that that starts my membership all over like it’s brand new and I have to complete one year before I can quit. I informed them that I was told no such thing when I downgraded my membership I was simply told of the price change and a fee and I should be able to quit with a 30 day notice which is their policy. They’ve informed me that I cannot until next November and I will be sent to collections. Not to mention the fact that when I joined, I told them specifically that I would be getting a couple members to join with me and we were using just a racquetball court to play walleyball so we would have at least four members and we would be bringing four guests every weekend and would pay for those guests, so it was a good get for them. They assured me they could accommodate this, but the first night we showed up no one at the desk had any idea what we were talking about and when they went to procure us a net to play, they gave us a badminton net which is not long enough or tall enough and that is all they had. They were unable to fulfill the one requirement I had for us joining. In the end I purchased a $500 net and system to for us to be able to play. But all along we’ve been told you cannot book the racquetball court more than 24 hours in advance. And for the past month, I would call just after 5 AM when they open the day before to book the court and it’s already been booked. The lady in membership when I tried to quit inform me that you can book that court six days in advance, and when she went to ask the help at the desk, one guy said five days one guy said seven so there seems to be a complete lack of training in the entire building on what their policies are.
  

  Business Response

  Date: 03/27/2024

  This complaint was filed on February 28, 2024 and centered around Mr. ******** desire to break his 12 month contract.  In November 2023, Mr. ******  signed a 12 month agreement, meaning he was under contract until 12/1/2024.  However, on February 29, 2024 (24 hours after filing his complaint with the BBB--which we were unaware of) we agreed to allow him to break his contract (9 months early) due to his dissatisfaction with his membership.  Since his complaint centered around breaking his contract, it is our opinion that there is no complaint as that is not longer an issue.   

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 wife, *** *****, entered into a contract with this business in September of 2021 for 1 year. She used this facilities services for roughly 3-4 months before no longer being able to use their services. In July of 2022, my wife called this business and requested that her membership be canceled after the contract expired. When October came, we had $85 taken from our checking account. My wife called again to cancel. In November we received a second deduction of $85 from our checking account. My wife called yet again, this time we were told our money would be refunded. Just the other day, now in December, we just had $170.00 (monthy due as well as annual due) taken from our checking account. I called and was told by Michelle from the Membership department that there was indeed a note added way back in July when my wife first called that she wished to terminate the agreement after the contract ended on August 31st. She states that she will submit a membership termination request but that "it is 99% unlikely" that I will receive any form of refund. This is why I am filing a complaint. I fully understand I entered a contract for a full year even though services weren't utilized for that full year, but to not cancel my wife's membership after repeated requests while still removing funds is unacceptable.