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:10/31/2024

  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.

  I called retro fitness to cancel my membership. I was told that I needed to go in person, even though I told the manager that I relocated and could not go in person. He proceeded to tell me that I am in a 12 month program and it cannot be canceled, otherwise it will be a three month penalty plus the annual membership fee of $40. I told him that I never received emails or notification that this Membership was being renewed. I have not been into this gym since the pandemic in 2020. So how it is that I am automatically renewed into 12 month program with no email notification of this renewal or asking me if I want to continue with this membership? And yet they make it so difficult to cancel this membership. And have the audacity to charge to cancel??? I am disgusted by this companies policies and unwillingness to work with customers in order to continue to charge monthly dues. I asked to speak to the manager and i was told that I was speaking to the manager. I informed him that I would be calling corporate to complain and he responded that they will just tell me the same thing. And I said thats fine-let them tell me exactly what you are telling me. I asked him his name multiple times and he refused to provide it. Finally he said hold on and never returned to the line. I want to cancel this immediately and I do not want to pay not 1 dollar to do this. This is absolutely ludicrous.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair 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.

  The retro fitness location in ******* close more than 6 month ago. They are charging me for the membership withou contacting me to tell me about my new location. I truly believe I dont even have a new location because I called everyone and no one has my membership. That makes me thing someone is stilling the money.I want to cancel I cant, I am desperate I dont know what to do.I need help.

• Initial Complaint

  Date:10/31/2023

  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 have been a lifetime gym member since 2/21/2011. Although I never used any amenities except group fitness and gym equipment, my lifetime contract included: multi-club pass, group fitness, VIP guest privilege, tanning and childcare on the original contract. Ownership has changed several times since I started my contract and I always attended group fitness classes.I called Retro Fitness on 10/24/23 to inquire about attending a fitness class that evening. I was told that my membership had downgraded to a "basic flex" account so I could not attend group fitness classes without paying more money to get the "ultimate" membership. I requested that the person in charge call me to discuss this issue. The class that I planned to attend was the evening of 10/24 and no one returned my call therefore, I could not attend the class which had MANY open slots. Today, 10/20, I called again and spoke with the same person who told me that I would receive a returned call. He assured me that he had relayed the message and unfortunately the person wasn't available today because she had been called to NY at some point and she wouldn't call me until next sometime week (week of 11/6). He also said that this person would tell me that I needed to pay more money if I wanted to attend classes at the gym. I asked for the owners' name and he was unable to tell me who owned the business or where the corporate office was located. He also stated that an email was sent to notify me that my account would be/was downgraded but could not tell me when it was sent. I did not receive any type of notification nor do I feel it would be appropriate for my membership to be downgraded and I be required to pay more money for something that I have already been paying for.

  Business Response

  Date: 11/01/2023

  Good afternoon,

  I don't see this member in our system ******************************************************. Can you please confirm the first and last name on the account? and the location address?

   

  Thank you!

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

  My account info at the ********, ** location:

  ***********************

  ************

  **************** 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 11/10/2023

  You have the *********. I oversee gyms in *** you are looking for *****.

• Initial Complaint

  Date:09/28/2023

  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.

  Thursday, September 28, 2023 10:50 AM Recently, I had an unpleasant experience at Retro gym in ************, ********** (Route 130 S). I felt misled about their guest policy and the staff was inattentive to my concerns. When I reached out to the business, the owner was unhelpful and rude. Despite my attempts to resolve the issue with the gym personnel, I found it necessary to express my concerns here. It's unacceptable that the owner and employees were so rude. Their behavior upset my child and his friend, and it's not how any customer should be treated. When I signed up for the Ultimate package, the gym employee explicitly stated that either my son or I could bring a guest, and either of us could accompany the guest. So it's unfair that 45 days into my membership, the gym suddenly began to cause problems and claimed my son needed to be with me to use the gym. On September 19, my daughter accompanied my son and his friend to the gym. She didn't realize her student membership had expired, so she used my card. (She was allowed to use the gym but she does not intend to renew the membership after this episode) However, it's unfair for the owner to charge us with breaking the rules and abusing our membership. It's also unfair that they threatened to cancel our membership. The gym personnel implied that we had committed a crime and offered no apologies. This is not how customer service should be provided, and it's disheartening to learn that the owner was uncooperative and refused to offer any reimbursements. In light of the gym's unethical behavior, it's unfair that I'm paying $52.50 for a membership that I can't use. I called them up on September 27th to cancel my membership. I hope they will be held accountable for the harm they've caused. As consumers, we deserve to be treated fairly and with respect.

  Business Response

  Date: 09/28/2023

  Hi! I am very sorry but this is the wrong club. You are reaching out to Retro Fitness in Queens, ********. I would advise to make this complaint to the right club... 

• Initial Complaint

  Date:08/09/2023

  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 moved out of ************** in June of 2022 and had attempted to close down my account with this gym at the time, prior to moving. After multiple unsuccessful attempts, i was finally told that my account would be terminated in October 2022. Months later I began being charged again for a membership I no longer was using as I now reside in the ******************. I have been charged approximately 6 months of membership(31$ a month) within this year and a renewal fee of 102$ on 8/8/23. I have spoken to the manager of the facility, named ******* who has on numerous occasions provided no help or refunds. I have the emails as proof.

  Business Response

  Date: 08/24/2023

  Good afternoon, 

  I went ahead and refunded the member and cancelled her account. She provided us proof of relocation via email on Aug 7, 2023 to our manager ***************

  
  
  
  
  

• Initial Complaint

  Date:04/07/2023

  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 initially came in person to the ****** ***** *ocation in September 2022 to cancel my membership. The manager ******* very adamantly said she would freeze the account for 3 months instead and if I did not visit the gym again she would personally cancel the membership. I made it clear I did not want to go back since I moved far away. This never happened, instead they started charging me again without me being aware and are about to send me to collections since my CC was no longer on file. *** made numerous attempts to speak to management and they simply do not want to help. They even gave me an incorrect email to contact to cancel. I started doing research to find out this is an ongoing issue with many other customers as they do this to keep collecting money after they no longer attend. It is very unethical business practice and something customers shouldnt have to deal with. At this point ** receiving numerous harassing calls weekly trying to collect past due of $194 that I dont owe.

  Business Response

  Date: 04/10/2023

  Good Afternoon, 

   

  **** DID NOT cancel his membership he requested to freeze his account as per document I attached, His freeze was only for 3 months and now he has a balance on his account which  he does not want to pay, He emailed the wrong email address which got flagged back to him a few hours later and he did not follow up with a confirmation request or anything about his cancelled account.  

• Initial Complaint

  Date:10/20/2022

  Type:Order 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 was mislead into a personal training membership. They did not tell me the personal training program was 12 month contract, until I tried to cancel the membership. The woman who signed me up told me I would be billed biweekly & can cancel at any time. 08/10: I tried to cancel this membership before I was injured because of lack of consistency. I had 3 classes all together. Trainers go on vacation & dont reach out when they return (its not my job to track my trainer, they know when they return), some *********** left with no answers (when gio left it was radio silence). They charged my card $350 for a month of classes I didnt take because no one responded to my scheduling requests. ****** told me no its a 12 month contract (news to me). I chargeback August (Im not paying for services I didnt receive)End of august, I injure myself. I stop working (fully self employed) - was not able to get a doctors appointment until Sept 23rd w/ general doctor. Am still waiting to see specialist (its now October). I called ****** multiple times (in August), she never answers/returns phone calls. I read through ************* says I can cancel w/ medical note. I send her an email 09/23 requesting cancelation of membership due to medical reasons w/ a copy of the doctors note & medical info. No response. I email again 09/29 she responds asking my info. 09/30 - 10/17 my condition worsens, finally able to sit at my ******************* She says I cant cancel membership because my account is 3 months overdue & must finish PAYING THE **** for cancellation. Sent her a copy of their contract highlighting I CAN cancel. She then says my account is 4 months overdue ( a second ago it was 3) & to send her drs note (she already has it!), & it pay off PAST DUE balance for cancellation. I havent taken a class since July. To this day, Ive had 3 classes. ****** is telling me to pay $1,034.55 & refusing to cancel membership despite what their contract clearly states. & despite my injury