ComplaintsforMetabolic Meltdown, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Signed up for a one week free trial and gave my credit card number as per their policy! Decided not to use this gym and cancelled with them. I have been charged monthly $150+ since October . I filled out a waiver to cancel again on 4/30/24 and am still getting charged . Apparently the SAR membership cancellation needed another step “to confirm the email” … this went to junk email inbox so never saw it. I keep getting charged and need assistance. For 8 months I’ve paid this gym and haven’t used it

  Business response

  07/10/2024

  Studio Manager called and resolved matter with **** directly.  We had zero cancellation request as written in the signed contract.  Matter has been resolved, we refunded the client.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January of 2024 I was offered a free trial at this business for a gym membership. I tried the first class and after the second class I felt pressured to sign up for a contract and felt taken advantaged of after doing this workout and not thinking clearly. After I returned home and spoke to my partner about this we realized what had happened and I came to my senses. I contacted Metabolic the same day, within an hour or so to cancel my membership. Financially it was not an option for us and I felt duress in that moment to sign up. Metabolic refused to let me out of the contract even though it had been literally 1 hour since signing up. They would not let me out without paying a $200 fee which felt so incredibly slimy and greedy to me. After much dispute and discussion with them I finally agreed to pay it and canceled my membership. I recently checked my credit card statement (because I do not use that card) and saw that Metabolic has continued to charge my card $131 a month for the last 6 months even though I cancelled my membership, deleted all my card information in my account and closed my account. They illegally saved my credit card information and have been charging my card without me knowing. I can't tell you how horrible my experience has been with them from start to finish. The corporation is incredibly unethical, greedy and slimey. STAY AWAY FROM THIS BUSINESS! They take advantage of vulnerable and easily influenced people after a workout and then frauduantly charge your card and refuse to engage in business practices that are legal and ethical.

  Customer response

  06/18/2024

  This business uses predatory practices that take advantage of vulnerable individuals who are pressured to sign up for memberships at the end of their “free” classes that are impossible to get out of and when you do they continue to fraudulently charge your card despite cancelling. 

  Customer response

  06/18/2024

  Please see attached photo of a email that was sent to February 19, 2024 stating that they didn’t have my credit card information on file to charge for my membership. Why is it that they then were continuing to charge the card if they didn’t have it? are they illegally storing my identifying information, including my credit card information? Someone must’ve gone in and put in my credit card information that was not me. Which makes me wonder how did they have that information if not illegally. 

  Business response

  07/03/2024

  Client originally reached out at beginning of membership in January to cancel and never responded back to Studio Manager's multiple attempts to contact to follow next steps to cancel, resulting in her membership continuing to be active for the next six months. Client then reached out again on 6/18 about cancelling and being refunded which we promptly worked to resolve and refund every payment pulled within hours. Attached is email thread from 6/18 reach out and a copy of account showing refunds.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/20/23, I gave Metabolic a 30-day notice of cancellation of my membership. I am normally billed every 19th of the month. However, my account went through a freeze as I was going to be in Guam from 12/1/23-12/27/23. My account with Metabolic was paused from 11/28/23-12/27/24 and set to start again on 12/28/23. Per the contract, to cancel a month to month membership, a “30 days notice preceding its expiration” is required. On the Metabolic Fitness app, my membership expires on 1/19/24 and will be billed for renewal that same day. Metabolic fitness has been trying to charge me for a renewal of my account saying that I did not give them enough notice. I have kept all contact with Metabolic through emails or messages. Here is what their studio manager had to say: “ Thanks for the clarification. I’m so sorry for all this back and forth. From our communication, it looked like you wanted to freeze your account. If you want to proceed with canceling, since you were billed on 11/19 and you asked for cancellation on 11/20, you are still required to give one more payment per the 30 day notice in your contract. Once we process the 1/19 payment, I can send over cancellation paperwork and your account will be active until 2/19.”

  Business response

  02/19/2024

  This has been taken care of and resolved with client.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, In late November of 2022 I hurt my back at Metabolic Fitness in Cicero, NY. After going to the doctor, I was diagnosed with a bulging disc, given a PT script and made an appointment for an MRI. (results attached) In early December I asked to pause my membership and was told I needed to provide a doctor's note, the first time a gym has ever asked me to do such a thing. They paused it for a month and then I needed to again provide another doctor's note. In February of 2023 my account was set to be unfrozen. I attempted to go back to the gym however I had severe limitations. The limitations were not really accommodated as many of the substitution exercises were not good for someone with a back injury, i.e. Burpees, chest press on a medicine ball instead of bench. From February through the first week of June I sparingly went to Metabolic, maybe 3-5 times a month. Much less than I previously did and that of my "unlimited membership". Finally, on June 9th 2023 I requested to cancel as shown in the uploaded screenshot. I was told to fill out a form which I did. I now have been charged in July, August and September. I contacted the business again on September 18th 2023 inquiring why I was still being charged. They hid behind their "system", saying they did not have a record of me cancelling. I TOLD THEM I WANT TO CANCEL AS WELL AS NOT GOING TO THE GYM AS WELL AS DOCTOR NOTES. I am requesting that they please stop billing my credit card and turn the subscription off. I have filed chargebacks for the payments and was refunded. I just want them to stop charging my card. As I was injured according to their own Terms and Conditions I am eligible for a waiver of the cancellation fee they are trying to charge me. I am not putting any more effort into getting more doctor notes and the two attached should suffice. I would like no further contact with this business for how poorly I have been treated.

  Business response

  09/20/2023

  Good Morning, I have attached signed contract with cancellation instructions and exchanges where our Studio Manager followed up to finalize cancellation.  I have suspended and waived cancellation fee-no further payments will pull.

  Customer response

  09/22/2023

  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 signing anything. Please have them just close the account out.  Regards,  ****** ***** 

  Customer response

  09/30/2023

  I am not signing anything related to this company. I have written messages informing them I requested to cancel that will hold up in court.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I joined a couples membership 1/12/2023 with Metabolic. I had an individual contract previously that started 10/15/2021. My husband was in the contract with me that started 1/12/2023. He obtained a doctors note in July 2023 to get himself out of the contract due to a back injury obtained in 2021. I was contacted by the staff and told that I needed to sign a new contract if I wanted to continue coming to the gym. I stated I was not interested in extending my contract or signing a new contract. On 7/12/2023 I was contacted because they tried to charge my monthly payment and it did not go through. I asked what they were charging me for since I never signed a new individual contract like they had asked. They keep telling me I am stuck in a contract because only my husband had a valid reason to terminate the couples membership... but at the same time they are telling me that I need to sign a new individual contract to keep coming to the gym. If I need to sign a new contract, it sounds to me like I am currently not in a contract. According to my booking app, there is no contract for me in place. Now I am being told I need to pay a $200 cancellation fee or sign a new contract. What is the cancellation fee for if I have not signed a new contract and how are they still charging me if I have refused to sign a new contract?

  Business response

  07/20/2023

  No cancellation fee is being charged, and no new contract is being signed. 

  Customer response

  07/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ***** *****

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free month with my friend, who is a member. I attended two classes in Sept/Oct 2022 I was rushed into the contract by the manager of the studio , whom I knew personally, so that I could get registered last minute for a class. Upon signing up, I was very clear that I didn't think the class times would work out. I told the manager and the another studio employee that a membership wouldn't work. I was told I may be charged for one month to cancel. I was charged in October and every month thereafter. I emailed any email address I could find from the company, I used social media to try to get in touch. I left a message at the studio. Disputed the charges. Some of my charges were refunded when I got in touch with the manager; however, I am still being charged. There are no working phone numbers, emails for billing issues. I don't fault the manager(s), and the studio trainers are in my opinion, really wonderful. This is 100% a corporate issue. Every time I mention it to someone who has been a members there, they tell me something similar happened to them/a friend/family members. Whomever is in charge of these policies and practices should be held accountable. This is over $800 in credit card charges that are in my opinion, fraudulent. To charge like this with no avenue for a customer to cancel or speak to someone in billing/accounting is just shameful. My next step is cancelling my card, as I can't get anyone to reply to me. I hope potential members are reading this. It's a great program, but the corporate management practices are appalling. I am reading the complaints here from frustrated prospective customers, and the flippant replies from the company. Wow. Just wow.

  Business response

  05/10/2023

  Hi *****,   One of our managers contacted the customer directly and has resolved the issue.  Please advise if you need anything else.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My card expired, I had forgotten to update at some places including my gym. The trainer, Skyler M*****, reached out to update info and I had told her yes my card expired but I need to cancel given the time changes they had made on their schedule did not align with my job or Childrens schedule and understood I needed to pay a cancellation fee. I never heard back and didn’t hear from anyone in a period of time so I took that as my account was closed. Fast forward get a text from Caitlyn R**** in November thought it was oversight and ignored. This morning I wake up to a text from Caitlyn again saying they are going to send me to collections if I do not pay. I communicated back all the info about me texting Skyler back and that this sounds like an issue on their end. Caitlyn proceeded to get an attitude and telling me I owe them $258 when I just asked for the total and that was it. Why am I being spoken down to and asked to pay for something they lacked on their end when I was willing to handle it originally and now it’s coming back a couple months later.

  Business response

  01/13/2023

  We will not be charging the client and were transitioning staff.  I will be in contact with the client to rectify this. Thank you, Kirstie H*****  Vice President of Finance 

  Customer response

  01/13/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will wait to hear from the business as stated in follow up.   Regards,  ****** ***** 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was a patron of Metabolic Fitness since their opening in Cicero, NY in August 2022. On Friday, November 11, 2022 I was forced to cancel my membership due to the company's ever changing schedule of classes and elimination of class options. The company had and marketed a standard set of 6 class offerings across all of their locations, but in the three short months Cicero has been opened there have been multiple changes to time offerings and they now have only 4 options available; they have changed the class times multiple times and eliminated classes, (some only by word of mouth, no official email) making it very difficult for most and now impossible for me to attend. I rely on the evening class which was originally held at 5:40 pm, then it changed it to 5:25pm, which I made accommodations to try to make that class and then they ultimately cancelled the 5:25 pm class. Every email seems to be a different reason for the changes and when I've asked to speak to someone in charge of the decisions I have been stone-walled by the studio managers. The most recent change came right after they debited customer accounts for the month. I do NOT want to cancel this membership, but the constant changes and elimination of the evening class forces me to do so. I am being forced out of my contract, essentially. Not only are they charging me the cancellation fee, but will also charge another month's fee because it is within 30 days of the last fee! So, I'll pay for 2 months of a membership I can't use! They have made no effort to resolve this or even let me speak to someone who has the authority to negotiate a resolution. They are hiding behind their contract that says they reserve the right to change the times, but they are also ELIMINATING options and jerking their customers around. Ideally, I would not be charged again in December for a membership I cannot use and they should waive the cancelation fee, as this is their poor management forcing me out of this contract.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  this is about the membership and how they explain it to you. They do not tell you about the free month, or if you cancel your membership they can still collect money from you for a month, SO READ YOUR CONTRACK before you sign, and ask about the free month They do not check on your progress, ordo they do not care i have not been to the gym in 3months and no one called. i thought the money i paid was for one month or i would not have join ,159.00 is alot of money each month they do tell you can do gym pass for each class instead of buying a pkg and if your working that works better

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 2021 I attended a class at Metabolic in August 2021. I was contacted by one of the trainers and encouraged to purchase the “8 class pass” which sounded like it would work best for me to start with. I was told to sign up on their app. I signed up snd purchased the 8 class pass for $129. I was never able to make it to all 8 classes in the month and had decided that paying as I go would work best for me. Then I was charged another $129 on September 10, 2021 apparently because the 8 class pass was not just an 8 class pass it was a membership with an auto renew requirement. When I called and said I wanted a refund I was told no. I signed a contract for the “membership”. Apparently when I signed up on the app there was buried in fine print and not stated specifically anywhere on the app or when selecting the 8 class pass, that it was a membership that auto renews every month, nor did the trainer tell me this when I was encouraged to purchase the 8 class pass. I want my $ back!

  Business response

  10/15/2021

  ****** contacted us via text to express her frustration that she was charged a monthly membership fee, which was unbeknownst to her. Over the text message, she was certain that it was a mistake. After I looked into our system, I confirmed that her contract was active. I responded to her, and let her know that her contract was active and the charge was correct. Her issue was that she did not know that her membership auto renewed every month, which was part of the terms of her contract. She signed the contract which we shared with her after she claimed that she did not sign anything. I pointed out in the contract where it is very clearly stated that this contract will auto renew unless we are told otherwise. 
  
  We tried to stick to our policy as best as we could, and of course we did not want to lose her as a client, so we tried to rectify the situation by offering her a cheaper membership that has no obligation. That particular membership was a one time payment and did not auto renew. She was not interested in that, she was set on leaving Metabolic.
  
  We ended the conversation by coming to a conclusion that we would terminate her contract immediately, on 10/8/21. Normally, the terms of that particular contract require a 30 day notice of cancelation. We waived the 30 day notice as a courtesy. We did not hear from her after that.
  
  As Kirstie mentioned, we feel that we provided her with the best customer service that this situation would allow, and we honored the terms of the contract that she willfully signed. 

*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. ↩