ComplaintsforCatalyst Fitness

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My son is a minor, the policy at Catalyst is that if you under 18 you need a parent or adult to sign. My son signed up in February and tried to cancel his contract. He understood that it was $24 month however he was charged $43.99, $24.99 and $93.49. I spoke to the manager Alex and he said he would write a letter to corporate but has not responded. ****** is a minor and signing him up violated Catalysts own policies. I want to be refunded for all of the expenses.

  Business response

  06/11/2024

  Per the attached membership agreement, the company policy is members under the age of 18 should not be charged for the annual club enhancement fee which is charged 60 days after the signing of the agreement. Attached is also a copy of ******' check in history that clearly shows that he used the membership, and it's benefits during the months of March and April. A refund in the amount of $49 was issued back to the credit card on file for this member on 6/5/24. The member is responsible for all other fees. As a courtesy the member was not charged the $100 cancellation fee that is required when a membership agreement is in terms which is also referenced in the attached membership agreement.  

  Customer response

  06/12/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. *** only used the gym in the month of March. I do not understand the additional charges and do not see on the contract where they were outlined for someone who cancels. He thought he canceled online in early April. He therefore did not use the gym. Being a minor and not understanding contracts he did not know to also follow up in person. He was charged for the month of April and then an additional $93 in May. We have not received any credit. I feel that he should be given those monies back. I am ok with him paying for the ONE month he used it. Regards, ********* *******

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told my membership was cancelled but they continued to try to charge me. They told me a charge would be removed and it wasn’t. They tried to gaslight me on the phone saying my membership as adding “late fees” to try to intimidate me into paying a membership I had already cancelled. Had to get the bank involved

  Business response

  06/11/2024

  The members' dues and club enhancement fee were drawn from the members account on 4/21/24, please see attached payment history. Per the attached notes, the member contacted the club and requested to cancel on 4/23/2024, the note states that cancel request was completed and the last pay date would be 5/21/24. Per the attached membership agreement cancellations require 30-day notice. The member attempted to dispute the 4/21/24 dues and the annual club enhancement fee with his bank after he was told he was responsible for his final dues and annual fee that would be drawn 5/21/24 on 4/23/24. While the account was in dispute the member was contacted several times in May and June regarding the past due balance per the attached notes as accounts must be current in order to cancel. On 5/30/24 a resolution from the bank posted back to the member's account acknowledging that the member was responsible for the charges. The member requested a second chargeback from his bank resulting in his account to continue to be in arrears. We would be willing to work with the member and clear out the $49 club enhancement fee charge. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business listed has very unethical practices in place and needs to be censured. I cancelled a month to month subscription more than 2 weeks from my automatic withdrawal and was told over the phone I would not be charged for the next month. I received the charge and apparently another month of membership which I did not use. The charge was for $15, and as such does not particularly concern me, however upon review of their contract they state that, and I am paraphrasing here as I do not have it in front of me, to ensure cancellation of the automatic withdrawal you need to provide 30 days notice. On a month to month subscription. How would I even have the information more than a month in advance of desiring to leave if I am paying on a month to month basis? Appropriate consideration for leaving an actual employed position is 2 weeks. Plus, guaranteed this is nothing more than a button click. This seems absurd and extremely unethical. On their contract they also request actual written medical documentation to cancel a contract without penalty and I am certainly no attorney but that cannot possibly be legal. Thank you for your time.

  Business response

  07/14/2023

  The membership is currently cancelled Per the attached signed membership agreement, the member has agreed to following.Cancellation Procedure: Catalyst Fitness allows members in good standing to cancel their membership agreement online at Catalystfitnessbuffalo.com, in-person, or by written notice provided they meet the following requirements for each specific agreement type. 30 Day Cancellation Requirement All cancellation requests must be received thirty (30) days prior to your credit/debit card processing date. All plans and monthly memberships require a minimum of 30 days' notice prior to your next billing date to assure cancellation of automatic payments. Cancellation requests submitted within the 30-day billing cycle will result in a final payment drawn from your account on your established auto draft date. Once final payment has been drawn from your account, members will have 30 days from the last bill date to use the facilities. There will be no refund issued once a payment has been charged to your credit card. Mr. ***** came into the club 5/26/2023, his billing date in 5/28/23. Per the agreement a member must notify the club of the cancellation 30 days prior to the next billing date. The manager of the location reached out on 5/27/23, to make you aware of the 30-day cancellation notification and confirmed cancellation. At this time there is no refund available. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/25/23 I initiated pmnt for a 5 session training pkg. I discussed w/the trainer(Rebekah) only wanting the minimum pkg because I was unsure I would like the training sessions as I had never worked w/a personal trainer, it was also just for me to get a better understating of using machines and certain exercises. This is what was discussed w/ Rebekah. I had absolutely no desire to have a recurring pkg, that was never discussed, I didn't even know that was an option. The only thing I was told about the pkgs was that I could use the sessions at my discretion, meaning that If I wanted to use only one a month or all 5 in the same week I had that choice. When the plan for classes was agreed upon w/myself and Rebekah we went to the front counter to sign up and pay, and schedule my first session. A different employee by name of Alex signed me up. At no time do I recall him telling me I was signing up for recurring sessions @ $175/mo. My understanding was I was paying for the 5 class pkg and I could add more after completion if I chose, again, this is what I discussed w/the trainer. Signing anything at this gym is blind, there are no policies available on paper or posted anywhere for a customer to read prior. When I signed for my ******** card it was for the $175 one time payment and to add that card to my general acct for recurring billing for my monthly membership dues only as my previous card on file was no longer active. Never did I knowingly sign for recurring billing for training sessions. I have asked numerous times since being charged on 05/25/23(recurring charge) for a refund. I immediately called that day to inquire why I was charged, then asked for the recurring billing to be removed. I have been told by Amy(manager), every time I have spoken w/her (05/25, 06/03, 06/13) that a refund was supposedly requested but I have yet to receive it. I also have yet to receive a copy via email of the training policy and agreement that I have asked for multiple times.

  Business response

  06/29/2023

  A refund in the amount of $175 was refunded back to the members credit card on file for the May 25, 2023 charge and recurring services have been terminated. A copy of the signed PT Agreement is attached for reference.

  Customer response

  07/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer relayed to BBB that they have received the refund on Monday.   Regards,  ****** ******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I canceled my personal training and was assured the payment would not be processed. $275 came out of my bank account and services have not been rendered nor will I be using said services. Please help me get a refund. Thank you

  Business response

  06/16/2023

  Per the attached Personal Training agreement that was signed and initialed by the member, cancellations must occur 10 days prior to the billing date. Per the attached membership account information the members billing date was 5/21/23 and the member requested to cancel on 5/23/23, 2 days after the billing date. The member has disputed the charge with her bank and the funds were retuned back to her account. There is nothing to refund at this time due to the bank charge back. 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was just charged 126.47 for an account I believed to be deactivated. The gym contacted my father for some reason but not me and I was just charged for this account I was under the assumption of being deactivated. I would like a full refund as I never received any kind of contact about this charge. 

  Business response

  05/23/2023

  Hi Kevin, Thank you for reaching out.  In response to the following complaint. **** has been a member since 2019, his account went into arrears in February 2023. At that time we received no notification from the member that he wished to cancel his account. Cancellations must be made via our internet portal or in person at the club. In order to cancel dues must be current. His card continued to be declined du to insufficient funds, our system continues to attempt to bill delinquent accounts. On May 3, 2023 the total amount in arrears was billed including late and service fees totaling $126.47. As a courtesy I have requested that the late and service fees and the annual club enhancement fee totaling $96.50 be refunded to that credit card that we have on file which will take 3-5 business days. His account has also been cancelled.  Please let me know if you need any additional information.  Thank you,  Heather D*********Accounting Manager Catalyst Fitness 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member at the Eggert location, but the account was closed in 2018. I left with no issue in 2018 and have not had any problems until last month. On 11/22/2022 there was a charge of $39.00. I called the gym and asked how this was possible, I haven't been a member for over 4 years. The manager said he was going to go to his office and call me back, but never did. On 12/12/2022 another charge was made for $43.45. I called again and spoke with a young man who was rude and said there has been no charges on my account since 2018. I told him that I could come in and show my bank account, he then directed me to call the Maple location. I called the maple location and they told me they did not see a charge also. They said they had a few complaints like this lately. I was told they were going to follow up with the bank, but they were not able to issue a refund. I have not heard from them and I still have not had a refund. I am uncomfortable that they have my card on file after all these years, and they can still make charges out of my account at any point.

  Business response

  02/17/2023

  Hi Kevin, I apologize for the delay in getting back to you.  Catalyst Fitness acquired the *** *** ***** on Colvin on 11/18/2022. ********* ******** was a member of the *** *** *****. As of 11/18/2022 Catalyst assumed all billing for the *** *** *****, the charges are for her gym membership that is now owned by Catalyst Fitness. The merger of the computer system did not take place until the end of January so when she called Catalyst the person she spoke to was unable to see the charges as they did not have access to the *** accounts at that time. Had she called the *** or visited the location they would have been able to explain the charges. *********** membership with the *** is still active and she will continue to see charges for Catalyst Fitness.  Please let me know if you have any additional questions or if you need anything else.  Thank you,  Heather D********* Accounting Manager Catalyst Fitness ************ *** ***

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I emailed and spoke with Todd at Catalyst Fitness cheektowaga as I was having knee surgery and requested my account be frozen. This was never done, and I was charged. I never received a refund, and I am being harassed daily from their collections department demanding more money. This is unacceptable, and I am tired of being harassed by them. Todd R***** has promised refund that aren’t happening and telling me to disregard all the harassing emails and phone calls. I am requesting my refund, putting in 30 day notice to cancel membership, and request they stop harassing me via email and phone. “ Hi *******, Your account is frozen. We contacted our financial company to remove the past dues. They will be removed in a few days. Please disregard any emails telling you that you owe $26.99. Have a great day! On Wed, Dec 7, 2022 at 2:34 PM ******* ****** <*******************> wrote: Hi Todd, I’m confused by this email below. Can you tell me what’s going on? Your last email said that my account was frozen due to my knee surgery and they are trying to charge me again. I’m not understanding why this can’t be resolved. ******* ****** Sent from my iPhone Begin forwarded message: From: *************************************.com Date: December 7, 2022 at 2:07:41 PM EST To: ******************* Subject: OOPS! ? ACCOUNT #: ********* Amount Due: 26.99 (Plus any late fees or service charges as specified by your membership agreement) Dear ******* ******, This letter is to inform you that your most recent MEMBERSHIP PAYMENT was declined. Please check to see if the payment method we have on file is still valid or that you have enough funds to cover your membership payment. If your card number, expiration date, or bank account has changed, you will need to provide us with your new payment information. Your payment information may be updated by doing one of the following: • You may access your online account and update your payment method there (please note that an extended delinquency may result in access being temporarily revoked) • Stop by the front desk • Call us and we would be happy to update your payment information over the phone at ###-###-#### If you have already updated your payment method and brought your account current, please ignore this email. We thank you for choosing CATALYST FITNESS - CHEEKTOWAGA, NY, and for your quick response to this matter. Regards, CATALYST FITNESS - CHEEKTOWAGA, NY Business Office *************************************.com Please call ###-###-#### Don't want to receive emails from us?Unsubscribe -- Todd M. R***** Lead Fitness Activator 770 Wehrle Drive Cheektowaga, NY 14225 ###-###-#### ” Todd M. R***** Lead Fitness Activator 770 Wehrle Drive Cheektowaga, NY 14225 ###-###-####

  Business response

  01/20/2023

  ******* ****** was refunded $41.49 back to her credit card on file on December 28, 2022 due to a medical freeze. The freeze on her account expires on 1/28/23 and dues will resume on that day.

   

  Heather D*********

  Accounting Manager

  Catalyst Fitness

  ###-###-####

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My contract to the gym expired. I did not sign the automatic renewal clause. They automatically renewed my contract and have been charging me.

  Business response

  11/01/2022

  The member transferred his membership from one club to another, in doing so his membership agreement was rewritten on 12/6/2021 with first dues drawn on 12/13/2021 agreeing to another 12 month contract. Mr. ******'s contract is set to expire on 12/13/2022 and is currently in pending cancellation status for that date. Per the contract that the member attached the transfer requirement is as follows:Transfer• Core members are permitted to transfer their membership to another club for atransfer fee of $28.00. Members must enter into a new 12 month agreement.As a courtesy Mr. ****** was never charged the $28 transfer fee at the time of the transfer. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This happened at the West Seneca location. In December 2021 I went to renew my one son's membership, paying it in full and cancel my other son's membership. Apparently, the guy (a marine or former) did not finish the transaction and cancel the other membership. In the meantime, the gym threatened my son that he would not be allowed back if I did not give them my credit card information. I do not understand why they need it since his membership dues were paid. Since they did not cancel when I asked, I have been charged dues for a membership that should never have been renewed and took money from me without my permission. My son told me they need my credit card for HIS membership. We were lied to, misled and I want the money back they took. And the owners will not contact me to discuss this. I can only talk to a "Jenn" or an unknow person through email. When I first noticed the money being taken from my account, I called the gym and spoke to Jenn. I was given back $20. Then recently I noticed money was still coming out. No explanation. I called back and asked Jenn what was going on and she said it was for the other membership, which was supposed to have been cancelled and never was. All I want is the money they took returned, and my credit card removed from their system. And an explanation as to why my son was threatened that he could not return to the gym. I have attached my bank statements show the payments they took from me and the membership that was renewed.

*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. ↩