Customer ReviewsforFITLAB Fitness Club

I worked out at multiple Fitlab locations for around 10 years. When I decided to switch to a different gym, I went through the arduous cancellation process. I emailed their customer service on 11/3/23 that I wanted to cancel. They proceeded to charge me 3 times in that month (11/3, 11/8, 11/13), even though they said my last payment was 11/8. I checked my bank account and now see a charge from last month and this month. I haven't set foot in the gym since late October and this organization has charged me $180 since. Idk what I agreed to when I signed up a decade ago but it has not been explained to me why continually charging me makes any sense. This is a horrible business practice and it really feels like they're  just stealing money from me.

Hi *******, I believe we took care of the issue you were having right away. We wish you would have waited to the outcome before scoring us. You seemed appreciative of my response. I hope everything is good now.

My daughter and I joined Fitlab last year. I'm older and my daughter has Down Syndrome, so we drew occasional glances. What I needed was someone to set up a routine for her and I to do when we went there. Instead, we usually lifted weights and used the treadmill. There was never someone there to set us up, so to say. We finally stopped going and requested a freeze on the account. As nothing is easy there, I was given a phone number to call to freeze the account. I did and felt comfortable that Rose and I had until Spring to re-attempt working out. In February, 2 months into my "freeze", they charged the account $39.95 (which also incurred a $30.00 bank charge). I called the number listed with the bank charge and found myself speaking with Oscar in the Phillipines. I'm old; I struggle to understand broken English and resent companies that save money at my expense. Oscar told me to call the gym and offered that I must have misunderstood as they only allow for 1 month freezing. I called Kenny at the gym who had to call someone else. When he got back to me, he offered a refund with a 3-month freeze or a cancellation. Honestly, the former was tempting, but the time and frustration due to their lack of concern and/or responsibility prompted me to cancel. I absolutely wouldn't trust them for the next 3 months to not charge me again, walk away from any other charges that may incur, be told that it's my fault and know that resolving it will take a half dozen phone calls and further great waste of time.

We keep records of all conversations and actions taken on members accounts. When you contacted us on the morning of 12/30/21, we froze your account for 1 month. Never in the history of this company have "indefinite freezes" been an option. In some cases, given the proper documentation, we can extend a freeze period to 3 months but again, this would require medical documentation and a 30 day notice which means you still would have paid the January payment for that to take affect. In this case, we offered to waive the 30 day notice as a courtesy and immediately implement the freeze for you. We were just being courteous and are obviously not appreciated in our efforts. We are assuming that there is no reconciliation. You also mentioned your daughter with down syndrome was drawing "occasional glances" and that you were looking for a workout program. We offer these programs to all members. There are signs all over the gym inviting members to set up a complimentary consultation. We currently work with several members with disabilities and provide amazing routines for them to build strength, balance, and confidence all while having a great time. We would have been honored to work with your daughter.

Then why didn't we have an "amazing routine"? We stated at the beginning how helpful that would be. Many times, there was nobody at the front desk to even ask. This all sounds nice, but it's just not true. We'd come in, nobody would help us and eventually we just asked for a freeze - and you see how that worked out. I want my refund for February. We're not there and you shouldn't benefit from our stess.

We have staff in the club from 6AM-8PM Weekdays and 8AM-4PM on weekends. If they are not at the front desk, they are floating around the club tidying up the equipment. They are all very approachable, you just needed to schedule an appointment to set it up. I don't think that everyone was missing every time you came into the club. You certainly had no trouble reaching us on the phone. Your account was indeed frozen for the month a January. We're not clear why you were under the impression that it was indefinite as that has never been an option. My response to this certainly addresses all of your issues. If you send another reply it clearly means that you are not happy with anything or anyone and just like to have conflict with people. It all ends here for us.

The way you are speaking to me, a senior citizen with a disabled daughter, who came to your front desk with a request for a plan at the beginning, speaks for your overall client relationship. Don't contact me further and keep the money; theft seems to be your strongest means of revenue, anyway.