ComplaintsforTMPL Fitness LLC

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TMPL false advertised on an app targeted towards social media marketing Membership Reservation Required * ** * **** ** ******** **************************************** * ***** ** * **** ** * ***l Required YOU PAY $100 $200 Enjoy 50% off of our gym membership at any of our locations!Check your confirmation email for instructions to set up your membership ASAP.As a TMPL member, take advantage of: *************** Fitness Classes Customized Personal Training State of the Art ********* for all Workout Styles Luxurious Locker Rooms 25 Yard Lap Pool The Spa at TMPL *Offer applies to new members only Full list of each TMPL location's club features and amenities can be found on their website in your confirmation email.____Once you join, however, there are fees piled up not discusses in this advertisement, and any attempt to reason with them becomes a gang like mentality where they have your credit card number, insist their way only, and will charge. I've been in constant attempts of trying to reason with them, how I'm not a lawyer, none of these fees were advertised, that I was barely with the gym for 2 weeks before I had to pause. Given they were advertising on an app for models, there's an understanding these are business that are catering to the model lifestyle in exchange for social media exposure, but once they had my credit card info, this is really just false advertising for a price gauging gym membership. They even gaslit me into believing charging me to pause my 2 week membership even though it doesn't cost them anything if I stop is their favor to me. And when I told them to cancel it all together because I don't feel comfortable working out at a place so sketchy with their charges , they claim I have to unfreeze my account, and be charged another monthly fee, which doesn't make sense. Then they had charged my credit card an annual fee, even though we never discussed length of membership, and refused to refund it. Targeted false advertising.

  Business response

  06/20/2024

  Hi there,

  All information regarding membership is outlined in the signed contract that this member filled out and we are very transparent with our policies. As a courtesy, we issued a refund. Neon coat, the affiliate program through which the member joined our club, is aware of the situation and false claims. Should there be any further questions, please do not hesitate to reach out to us.

   

  Best,

  TMPL Team

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cancellation request was ignored for well over a year before it was finally cancelled, from July 2022 to December 2023. I have email documentation of my cancellation, and the agreement of the ***************************** (a trainer at TMPL at the time) that he 'put in my cancellation'. I have spoken to TMPL over a period of several months and have continuously been told that somebody from 'higher up' will reach out to me. As of yet, the issue remains unresolved, and I have forwarded the emails to multiple people at TMPL at this point, specifically ******************************* and *****************************, both of whom agreed that these charges should be remedied but haven't offered any solution. In summary, I was mistakenly charged from July 2022 to December 2023, which is 17 months, plus $73.14 charge in January 2024. The charge each month was *****, so that equates to $1583.25 (if you add in the Jan 2024 payment) that I have been mistakenly charged. This incident occured at the *********************************************************** location, not the ********** location, but all the reviews seem to be forwarded to this location.

  Business response

  04/05/2024

  Hi there,

  After looking into this matter our team discovered that the personal training membership was cancelled but the gym membership remained active as that is what our team thought you requested. We have issued a refund in full and we apologize for the confusion. We hope to be able to welcome you back to TMPL again soon.

   

  Best,

  TMPL Team

   

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an email from customer service that I was delinquent on 3 months of service. That was the only email I received, not one for the first month or the second month, 3 months later they email me. My credit card expired and I forgot to update. You'd think there would be more correspondence before 3 months, which I would happily have corrected. Also I haven't been to the gym in months because of an outstanding injury. So I went into the gym 2 days later to speak to a customer representative, and I was told that my membership was cancelled. No notice, nothing. Also I was told there was no one there from customer service to help me. All around shady. A similar thing happened to my roommate around the same time. He cancelled and was still getting charged.

  Business response

  04/05/2024

  To whom it may concern,

  Our team has looked into this claim and found the following information. A 3-month pas due email was sent to this member on February 28th, 2024. After receiving no response, the members account was automatically deactivated. This is a standard policy. Once the member contacted the club, we successfully reactivated his account. We are glad to have this member back with us in the club.

   

  Very best,

  TMPL Team

  Customer response

  04/11/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 2022, I noticed that TMPL gym after I sent a letter to HQ during covid canceling my membership. I went into the location on 7th Ave, and the manager at the time asked for supporting documents, I lost them and that was my fault. However, the manager then told me that he would make a note on my account and cancel it moving forward. I recently realised recently that TMPL had still been charging my card despite the manager telling me hat my membership was canceled. I've gone in to speak to a manager twice in the past few days. Each time the worker has noted that yes, my account should have been canceled in July of 2022. I've requested a call back, and have yet to receive a call back, but did receive an email invoice canceling my membership, without a call or refund.

  Business response

  02/24/2024

  Our team has looked into the details of this account and have tried reaching the member multiple times. We are happy to make this right and will do so once we are able to get in contact with the member. 

   

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business continued to charge me for for monthly membership dues after I had already cancelled my membership, and the cancellation had been confirmed by the club manager. I was required to provide 30 days notice for cancellation, which I did on July 18th by writing to the club manager: "I wanted to give the 30 days notice for canceling my TMPL membership. I assume that the membership will still work for the next 30 days, and that I'll get a partial bill for August?"He did not respond, so I wrote again to him on July 20th: "To follow up, could you please confirm the cancellation and the last date on which my membership would still be valid (I assume 30 days from July 18, but wanted to confirm)?"The club manager then wrote back to me on July 21st: "I'm happy to assist with your cancelation and I will be able to retroactively enter it for the day you originally made the cancelation request. I'm sorry to hear that we will be losing you as a member May I ask what's causing you to close your membership?"I did not respond to this message, as I was not interested in providing feedback, and the cancellation had been confirmed as evidenced by "I'm happy to assist with your cancelation and I will be able to retroactively enter it for the day you originally made the cancelation request."I discovered on November 27th that the gym had still been charging my credit card every month for membership fees, and wrote to the club manager to ask him to cancel the membership and refund me the money that I'd been charged after cancellation had been confirmed by him.He did not respond, and avoided follow-up emails and phone messages left with gym staff. He responded several days later and blamed me, as I had not provided a reason for cancellation. Of course providing a reason for cancellation is not necessary, and the point was that he'd said he would cancel the membership, but then didn't do so.This email exchange is captured in the supporting documents for this complaint.

  Customer response

  12/05/2023

  Better Business Bureau:

  The business contacted me regarding this complaint ID ********, and I was refunded the requested amount. I don't think it was specifically in response to this complaint, and instead had to do with my other attempts to contact them, but regardless, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested to cancel my subscription 3 months ago and they are still charging me, I sent more than 4 emails, I had to change my bank card so they would stop charging me, I attach screenshots of the email, the ones from the bank cannot be done since the bank does not allow screenshots screen to your content It's 3 months that they have to pay me back

  Business response

  11/20/2023

  Hello,

   

  Unfortunately the name provided here is not in our system. We encourage this person to respond with more information or contact their local club so that we can look into their account. Thank you for reaching out to us and we look forward to resolving this.

   

  Best,

  TMPL Fitness

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I first froze my TMPL membership in June (costing $15/month), then I canceled my membership in September for good. I received a charge for a full month and called in to ask why. They explained that I could not "cancel from a frozen account" so my membership was reactivated and since their cancellation policy has a 30-day buffer, I was charged for the next 30 days. The problem was that I was not informed of this convoluted policy when I signed up, when I froze my account, and when I canceled my membership--all in person. I reached out by email and they first tried to lie to me about how much the charge was and when I countered, they hid behind their membership contract, which did not stipulate this frozen/unfrozen policy. Even if I don't agree with the policy (who would essentially force someone who has frozen their account and wants to cancel to pay for another month of services?), if I was told of this policy at any point I would have been okay because I would have had the info to make an informed consumer decision, either at the time of freezing by just canceling there or at the time of canceling by knowing I had 30 days of active membership and actually using it! But because the staff obscured this info, even when I asked, I was charged $129 at no fault of my own. This comes after a saga of poor and frankly deceptive business practices from this branch that I have swallowed until now, including me texting a service rep in August to cancel and having him tell me to wait for a staff member to call me to cancel--only to be charged another $15 while waiting for that call to come. I finally had to call myself and was told I now had to come in to cancel, which I did in September. This gym runs on tricking customers into paying more here and there and blaming the customers for not knowing policies they are intentionally obscuring. I have more stories and I'm sure other customers have plenty of similar ones. They stopped replying to our email chain.

  Business response

  03/06/2024

  Our team has looked into this members account and it was closed out properly. We must unfreeze the membership to cancel it. Her account was unfrozen on 9/09/2023, her remaining prorate for the rest of September was $95.80. Her 30-days noticed to cancel the membership rolled into October for 9 days which is why she was charged $33.71. Our system bills on the first of every month; since ************;was on freeze through 9/9/2023 she missed the auto billing. She was charged for September $95.80 and October prorate of $33.71 totaling $129.50 on October 1st. From a consumer standpoint we can see how this is frustrating, but proper protocol was followed. Her account is no longer active and she is fully cancelled. Should she have any further questions we encourage her to reach out to our team directly. We are always here to help!

   

  Best,

  TMPL Team 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with TMPL for about 2 years now and I have paused my membership before in person and its been totally fine. I went last December to pause it again and the people at the front said that it was all taken care of and I didnt think too much of it because this is how I always paused my memberships. Then I see that I am charged again in January. I call and see what is going on, but they say their system is down and they will call me back later. Then in February I am charged again, this time for $160. I keep calling tmpl and they always say their system is down and something isnt working. Finally I reach out to them and one of the employees explains how there has been a mistake and I will get a refund. He tries to put me on the phone with the manager but he is busy so I have to email him. Turns out I was emailed a form in addition to the one I signed in person. I didnt see this form, I get so many emails from tmpl every day I just thought it was a spam. The manager explains to me that they never got my written consent to pause my membership ( because I didnt fill out the email form) Eventhough I had already filled out that same exact slip in person. No one bothered to tell me I had to fill out another one!!! They just really dont care about their customers all they want is money. It seems extremely unfair that I wasnt ever told about having to fill out this form via email and due to this I was charged $350 when my membership was supposed to be on pause!! Why would I need to fill out the same exact form twice!?! I just want my money back!

  Business response

  03/06/2024

  Hi there,

  This member was refunded and contacted to inform her. We hope to welcome her back to TMPL at some point. 

  Best,

  TMPL Team

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been called by a debt collection agency telling me that I owe TMPL money (~$270). I had no idea what TMPL is. Turns out, it is of course a gym. Perhaps the biggest scammers in the game. I used to belong to a NYSC. I ended my membership with them when I switched gyms. That said, they say their records don't indicate this. Gyms should not be allowed to close their doors for months, sell to another gym, them just restart your membership, and decide to charge whatever they want. I had moved. There was no communication. Nothing but a call from a collection agency that is now a ******************* on my credit report. Also, that is all I am seeking. A fix to my credit report. I do think that gyms practices of relying on members not to cancel is criminal. It is ever worse when they close during a pandemic and change ownership and then try to charge you and their response when you say this is fraud is to say that the non-existent gym thinks you didnt cancel. Nevertheless, I just want me credit score to not be dinged for this malfeasance. There are no supporting documents because they had my wrong email on file. I have a couple of emails from well over a year after I cancelled saying they want me back, but thats it.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them about a cancellation at the end of February, at this time they told me my membership was cancelled. Then I continued to be billed so I called again where I was told they saw the cancellation request but I needed to email a form. I filled out the form sending it back over email. Now Im being told that there is a past due balance for days when this membership was terminated on my end. Frankly this situation has been entirely negligent making me feel as though Im responsible for something I have repeatedly tried to resolve on my end. Additionally acting as though I have a responsibility for these portions of time where I never used the membership, and where I have documented emails that this membership was formally cancelled on my end. Not only is this an unnecessary burden in my already ****** busy life, it feels wrong that Im being blamed for negligence in a situation that I attempted to redress multiple times.

  Business response

  09/12/2023

  Hi there,

  
  After speaking with our teams it seems as though there was some confusion about wether the member was cancelling or freezing their membership. Our team has cleared this members balance and also reached out to them to confirm. We apologize for any inconvenience this caused and we thank you for reaching out to us so that we could make this right. We hope we can welcome you back into our club again very soon.

  Best,

  TMPL Team

   

*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. ↩