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:12/02/2024

  Type:Order 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.

  Signing to the gym I was told it is very easy to cancel. I attempted to cancel BEFORE 30 days, I was pointed to a non-working app and then a phone number that belongs to *** ******* not Best Fitness on which I had to HOLD for over an hour. My lunch break is 30minutes and nobody is available at the office number when I finish working by 8-9pm depending on my shift. I have been to BestFitness at most 3 times since I signed up over the last 2-3 months. I have called and emailed, yet membership has not been cancelled and they keep taking money from my account. Gyms need to be monitored because often they do not tell us the truth. They hijack our bank accounts and send our details to credit companies but as customers, we need to hit back. Refuse to take it by working out in parks, at home or do NOT do memberships. We have choices and they need to know this. It is totally unreasonable what gyms do and they keep getting away with it. 

  Business Response

  Date: 12/03/2024

  Please see original 9/28/24 signed Membership Agreement attached, including payment schedule, cancellation policies and procedures, and third-party billing acknowledgement. As a courtesy, this membership has been cancelled, with no further access, and refunded in full. Additional questions may be directed to *********************************** or submitted through the Contact Us form on our website.  

• Initial Complaint

  Date:11/14/2024

  Type:Order 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 work as a traveler in Healthcare and was living in albany. When I joined the gym I was told canceling if I move would not be an issue. I submitted written notice that I needed to cancel and gave them a signed lease agreement. They tried to tell me that the lease agreement was not signed i verified that I sent the signed copies. I submitted a stop payment with my bank to prevent any further payments from being deducted. They continue to harass me via email stating I owe them money even though I have not used their gym gore months

  Business Response

  Date: 11/18/2024

  I have reviewed the Membership Agreement, invoices, club check in history, all attached. Member started a membership on 6/15/23, calling for 24 monthly payments of $29.99. Member emailed with the billing company on 10/31/24 regarding a cancellation and provided a lease with 11/1/24 as an effective date. With this email and proof of move, the membership has been canceled as of the November invoice. At this time, there are no outstanding invoices and the account has been canceled. Typically an automated confirmation email is sent when account changes are made. I have notified the billing company of Members request to remove email permissions. Should Member have remaining questions they may reach out to me directly at ************************************

• Initial Complaint

  Date:04/22/2024

  Type:Order 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 signed up at gym, anticipating my return to Albany from Cohoes, where I lived in a mental health group home. I signed up using my M.C. debit card. I called several times and was  assured my disabled senior citizen silver sneakers fee waiver would apply. When I went to Best Fitness after move to S Main Street Residence *** ** **** *** ****** ** ***** I was told I was no longer a member, was told I was not welcome at facility and the woman in charge called the police on me.

  Business Response

  Date: 04/23/2024

  In response to complaint ********, Due to Consumer’s long history of inappropriate, lewd, and unsafe behavior toward staff and members, this individual is not welcome at any Best Fitness. On 7/24/10, Consumer joined the gym. Consumer used the facility until 3/15/12 and cancelled their membership 11/24/12. On 2/27/15, Consumer rejoined. On 4/27/15, after a lewd, aggravated, and unclothed incident resulted in police escorting Consumer from facility, management cancelled the membership immediately. On 2/5/23, Consumer rejoined. Despite a new agreement calling for 24 payments, see attached agreement, Consumer stopped paying their dues as of 7/7/23, see attached invoices. As a result of this unpaid balance, the account was sent to collections. On 3/22/24, Consumer visited the club looking to rejoin and settle the collections account. During this visit the Consumer again displayed inappropriate behavior and made lewd comments to staff. Consumer was again asked to leave and removed from the club. To settle the collections balance, Consumer may pay the past due balance of $1412.57. This payment can be made with money order mailed to ** ************ **** **** ** ****** *** *****

• Initial Complaint

  Date:04/05/2024

  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 went to Best ******* location in Schenectady, NY on 12/2/23 to cancel my membership. They stated my account was on a 30-day cancellation policy so I would have to pay one more month and then my membership would be cancelled. This person said I was all set and then I left. Unfortunately, I did not get the name of the person because I assumed everything was going to go as promised. I started getting phone calls from the phone call system from *** ******* that I owed money for my membership. I contacted my branch and they stated that I never cancelled my membership and that I still was liable for all payments. I was working with a manager there, Ethan. He told me he would take care of the remaining balance for me as long as I made my one final payment for December. After many phone calls to Ethan he told me to stop in the club and make the final payment. I went to Best ******* in Schenectady NY on 2/23/24, a date that Ethan and I had agreed upon to finally get this taken care of. Ethan was not there. Ethan’s manager assisted me and cancelled my membership (“effective immediately— see document) and said once this goes through we will he able to zero out my account balance. I contacted Ethan the next day and he said he would send an email to corporate and to call him back the following week. He said that my membership had a cancel date of March 15th and after that he would send me an email with proof of the zero balance. I called him on march 18th and he said he was waiting for a response from corporate. Finally, on April 5th 2024 I got ahold of him and he said “I have news for you that you are not going to like”. “Corporate” stated that since there was no “check in record” for December 2nd with my account that I would be responsible for the remaining balance on my account which would be $118. I asked why I would check in if I specifically went there to cancel, plus no one asked me to check in. He said the matter was now out of his hands.

  Business Response

  Date: 04/09/2024

  As outlined in the Membership Agreement, attached, all accounts must be current to make changes, including cancel. There is no record of Member requesting cancellation in December, no call, no cancellation form, no club check in. Whether she attempted to cancel in December or not, Member confirms she was aware of the 30-day cancellation policy and aware the payment was owed for any cancel to process. Member ignored multiple calls, emails, and texts regarding the overdue December payment. December was not paid until the end of February when the cancellation request form, attached, was completed. At that time, the January and February were also past due. Invoices and payment history are attached. Now, in April, the account remains past due and has been sent to collections for nonpayment. Best Fitness has already waived $140 in late fees on this account. We are also willing to waive the 30-day notice, the March invoice of $32.99, and cancel the membership with payment of the overdue balance at time of the cancellation request. The account must be brought current to the date of cancellation in order for the account to be cancelled and removed from collections. This overdue balance of $114.98 can be made with cash at any of our clubs or with money order mailed to ** ************ **** **** ** ****** *** ****** 

  Customer Answer

  Date: 04/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I did not call because I had previously tried to cancel over the phone and was told I needed to come in to the club to cancel or cancel by written letter.  If someone asked me to sign something, I would have.  If someone asked me to check in that day, I would have. They simply told me I was responsible for one more monthly payment and that I would be all set.  I took care of that one monthly payment later when I could afford it.  I am currently going through a financial hardship which is why I cancelled in the first place.  So you are saying that due to an employee error, you think I am lying about cancelling.    The only “proof” I can give you is that I sent a text message to a friend of mine who also goes to that gym the day after I cancelled. (See picture)   I actually messed up the date, it was December 1st when I went into cancel.  I would ask that you please just help me out during this hard time in my life and waive the fees.  Every penny counts for me right now.  Regards,  ********* ******

• Initial Complaint

  Date:02/13/2024

  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.

  On two separate occasions in the month of February. The treatment from the closing staff was unacceptable and unfair in judgment. Assumptions were made on my behalf. Where as I felt disrespected in the approach to get my attention. I was embarrassed and got very defensive and express my concerns with closing staff. On February the 8th I contacted management I reported my concerns at that time I was told my membership was canceled and that's how the situation was resolved. I was told I would have a refund of February's dues I still was charged. I was with someone as well that gives me a witness to the altercation

• Initial Complaint

  Date:01/17/2024

  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 was contact in December 2023 and I was offered free usage of the gym for a month. I explained to the women that I was in the hospital recovering from surgery and I didn't know when I would be able to go to the gym and she stated don't worry it's free. I was released from the hospital and had a change to review my credit card statement and I see a charge from *********Best Fitness for $29.99. I did not provide my credit card information to the women during this call. I immediately contacted Best Fitness to find out what was going on and more importantly why would the company still have my credit card information when I wasn't a member since 2022 nor did I provide any information during the phone call. I was told that they keep credit card information on file for there records. I requested it to be removed and they refused to do so. I was also told that in order to cancel my new membership (never agreed to a new membership just a one free month) I would have to pay $29.99 plus the annual fee of $49.99. I spoke with the gym manager who questioned me (rudely). - why would you answer the phone from a gym if you are in the hospital - why did you sign up for the membership I explained that I was told as a former member I was given one month free. Nothing about a membership. I further went on to explain I felt good that day and did think I would be in the hospital for over a month. I explained I have health issues and from time to time I join the gym and cancel when I can no longer attend. I always pay my membership fee including any cancellation fees. Thing was not the same and I feel scammed. Result The membership (that I never authorized) was cancelled. I didn't have to pay an additional $29.99 or the $49.99. She refused to issue me a refund. I want my refund of $29.99 I want my credit card information removed from there system.

  Business Response

  Date: 02/06/2024

  In response to Complaint ********: I have reviewed the membership agreement, invoices, and previous correspondence. Member has had an account with Best Fitness off and on since 2015. Most recently providing their 30-day cancellation notice in July of 2023. In November of 2023,  Best Fitness ran a promotion for previous members that allowed former members to rejoin on a month-to-month basis. In addition to not having a commitment, these rejoining members also paid no membership dues through the end of 2023. It is never our intention to “scam” or mislead. The phone call in question has been reviewed by our managing partners. We found that Staff very clearly explained that the offer was for a new month-to-month membership. Member acknowledged understanding and accepted the terms of the agreement.In January, two weeks after the first payment, Member requested a cancellation. As the new membership had no commitment, we were able to process the cancellation. Staff explained again that membership changes, as outlined in the agreement, require a 30-day notice and any invoices due within that period are billed. These payments were the annual fee of $49 and the monthly membership dues of $29.99 . As a courtesy, management waived these contracted payments, a total of $78.99, and cancelled the membership with no further payments. Despite a valid Membership Agreement, Best Fitness has waived ($78.99) and refunded ($29.99) covering all invoices associated with the November 2023 agreement. Our members’ health and fitness goals are our top priority, and we wish this Member the best with their recovery. Customer Support Best Fitness Corporate Office

  Customer Answer

  Date: 02/06/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I haven’t received the $29.99 refund.  Will it be credited back to my original method of payment or will a check be sent to me?  Regards,  ******* *****

• Initial Complaint

  Date:11/21/2023

  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 called and spoke to ***** in the Albany office in August attempting to put account on hold for a few months she said that I couldn’t. I asked when would the contract be up she said 6months which was October 2023. I said ok good. It’s November 2023 and she just caused an overdraft on my banking account because they went in after she told me it was up in October and withdrew another 293.00 for the month of November 2023. Then while speaking to her today she told me I would have had to come into the office to stop the withdrawals but turned around and said she will stop it so that it won’t be taken out next month , she lied when saying I had to go into the office because she said she stopped it TODAY and we were on the phone I was not in the office . I’m looking for a refund for 293.00 for November to be put back into my account . I’ve been severely depressed this year with the loss of my mother I am not ok . I explained this and still she insisted on taking out another month beyond October 2023 which is what she explained to me in October wouldn’t happen and it did which is very unfortunate because it’s the Holidays depression is about to be at it highest peak we need to be more considerate on how you handle people. Can someone contact me to discuss what can be done to assist me with a refund to my account? Thank You, ******** ******* ************ **********************

  Business Response

  Date: 12/07/2023

  BBB spoke to the business manager and the following was relayed: We explained that we cannot put a hold on the account, unless the client provides a medical note.  *** never provided a medical note. She never came in and cancelled.  Our cancellation policy states that you need to come in and cancel in person because there is a document that needs to be signed.  She never did this either. As a courtesy, because of the situation, ***** agreed to break protocol and go against company policy and ***** cancelled ***** membership over the phone on 11/21/23.  ***** membership has been cancelled.  There would be no reason for a refund, we followed company policy and our company policy is clearly stated at the time of sign up.  Thank you. 

• Initial Complaint

  Date:09/29/2023

  Type:Billing 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.

     I am being billed monthly ever since May 20th this year. I have only used the equipment twice and haven't been back to Best Fitness because I need advice on what kind of plan help I desired and never received the help. They more or less told me  to use whatever equipment to use...I needed guidance with this. Since I didn't get satisfaction, I left. As of today, I am still being billed $49.99 a month & haven't been back since May/June. I am on a fixed income & cannot afford $49.99 being taken out of my account. I only receive Social Security & Retirement. Please help me - thank you.

• Initial Complaint

  Date:08/20/2023

  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.

  On 07/31/23, I called best fitness to cancel my membership due to injury and non-use for several months. I was told that I had to call 1800 number. They looked up my account and said I was coming up on annual fee but should not have to pay but might have to pay monthly. I called 1800 number for best fitness solutions. Barbara stated that 30 days notice is required. I stated that I don't have a contract and ample time to cancel. She said I have to pay 36.99 monthly fee and 49.95 annual fee. I stated why would I pay annual fee when for the next year in which I would not be a member. She said because it is due. I said that does not make sense charging me fees for next year when will not be member. I stated I am not paying that. I told her she needed to fix. She said she will not, would not offer any solution or let me talk to supervisor. Now, they keep harassing me for payment. I will not allow them to just charge me for services not rendered and poor customer service!

  Business Response

  Date: 09/05/2023

  BBB spoke to the company's management and the following was relayed: This customer currently owes the monthly due for July of 2023, the monthly due for August 2023, the annual fee that is charged once a year (it happens every year in July) and she has also accumulated $40 in late fees for a total amount owed of $144.99.  I see that the account is in a state called "Pending Cancellation."  All late fees need to be paid before a cancellation can be completed.  Therefore, this customer needs to pay the $144.99 due in order for her cancellation to be completed.  That is our company policy, and everything is clearly stated in the agreement that the customers sign for at sign up.   As a good faith effort to resolve this complaint, I will waive the $40 in late fees.  That brings the total amount owed to $104.99.  Once this is paid, the cancellation will go through.  Thank you. 

  Customer Answer

  Date: 09/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They are forcing me to pay an annual fee for the next year in which I will not be a member.   Thy say pending cancellation but account as been cancelled. They cannot bully money out of me. They are not waiving anything technically because account was already cancelled. There is no recourse if you don't agree and they add unreasonable fees. They have offered nothing to resolve except pay your bill or else which is why I made complaint.  You can asked them for recording of when I cancelled and said I would not pay additional fees especially when there is no contract. They market services by saying no contract so cannot turn around and say you have agreement.  Cannot have both ways which is false advertising.   Regards,  ******** ******

  Business Response

  Date: 09/18/2023

  Members are made aware of how billing works when they sign up and it is also emailed to them in writing.  We stand by our original response.

  Customer Answer

  Date: 09/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   I am not paying late fees when i cancelled membership.  You not finalizing is on you. You cannot force customers to pay for future fees when cancelling. All of your effortsto not resolve this matter fairly, shows how you try to rob customers.  I have since found many complaints of others experiencingthe same.  Regards,  ******** ******

• Initial Complaint

  Date:10/06/2022

  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.

  I signed up for 6 months of Personal Training with this company but later I got a gym injury on my lower back so I couldn’t attend for nearly 2 months and later found out I needed an additional 6-8 weeks off for physical therapy.In doing my medical I also discovered my spin had issues that I also needed therapy for.I went in to give my medical report hoping this gym would freeze my charge due to my injury but was told I MUST pay my last payment even though I had an injury and couldn’t attend.As much as it was forcing my pocket because I have to pay for my physical therapy out of pocket I agreed just to be over with it.I went to the gym to drop of my medical report and to sign for and cancel and I was told my last payment which I was also told at my sign up date 5 months ago was going to be 172.33 only to be called and told that, that balance was doubled the amount.So I asked for proof and was sent a new document prior to the one I signed for which stated my last payment amount that was doubled.in additions to that i signed up for 6 months personal training ONLY and didn’t realise I was ALSO signed up for auto renewal that I didn’t agree to that I had to cancel.I loved this gym but they are dishonest and do not care about their cx.upon sign up you’re told if you move,get sick and have proof,your membership will cancel but that is a lie.I signed up for 1 year gym membership now I’m told it is 2.I refuse to pay $329 when I was told it would be 172.33 and I signed documents by manager stating such

  Business Response

  Date: 12/27/2022

  I wanted to follow up on a complaint, ID number ********, regarding consumer ****** ******. I reviewed the complaint regarding their personal training as well as the member’s account and invoices. At the member’s request, this Personal Training account was cancelled and membership frozen for one month. The Training Contract, calls for six payments of $329.04, billed monthly. At no point was the member’s training package $172.33 as entered in error. Please find the training payment history attached.  The Cancellation Request Form was completed with errors, particularly in the monthly payment, and could not be processed. As member states, they were called and notified of the mistake. As a courtesy, staff did not require the injured member to make a return trip to the club to correct the document. The account was cancelled with the sixth and final contracted payment. Training sessions expire 60 days from date of purchase, per the training contract. As an additional courtesy, expiration dates on 24 purchased sessions have been extended, allowing member to schedule and use sessions at their convenience. All policies and procedures, including the autorenewal, are acknowledged with member signatures in our contracts. Please find attached, membership contract, training contract, and training payment history. Please see attached documents. Should you have any additional questions, or need further assistance, please feel free to contact me.