ComplaintsforRetro Fitness
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 11, 2023, I went in to buy a gym membership at Retro Fitness on ****************, ****** *** A young man named **** assisted me. I picked the plan with no $39 registration fee which I believe was $34.99. I wasn't presented a receipt at the time of registering for the membership because it was all done electronically, When I got home, I read my email and noticed I was given the wrong plan. I immediately called the gym and spoke to ***** He advised that he would remove the registration fee of $39 and the fee for $51.21, and he would send me an email correcting the plan, which to date, I haven't received confirmation. I believe this is bait and switch and totally unethical. This account was disputed by the bank, but they did not have my documentation and I was told to resubmit which is in the process of being done. I cancelled my membership the following day and they refused to refund my $70. The cancellation notice was sent 2 days after I requested, which I had to call again to get it.Business response
09/05/2023
Hello,
The received the full agreement directly to email right after she signed up.
There is absolutely no bait and switch here. She chose the membership, she signed up, and she paid the dues. You requested to cancel the membership but you signed an agreement which holds you responsible for the dues, which is also stated in the contract.
Initial Complaint
11/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to cancel my retrofitness account since last winter . what they tell you is to pay then it will be cancelled . You pay and no one ever does anything. They dont cancel. Then payment time comes around again and when you notice and call them they tell you to pay again. They say its month to month and you can cancel anytime, but thats the scam. its a scam to keep you paying . many people in my neighborhood complaining. also they are not nice very nasty people, and you cant get help because everyone there is related. Please helpBusiness response
11/16/2021
Hello. This member paid off a collections account in May of 2021 and requested to reinstate the account because she wanted to use it again and attend the gym. Once she paid, her account was reinstated and since then was never paid off. We have proof that she wanted to use the gym again because she came in the next day to workout and she also purchased and post workout protein smoothie. She never cancelled the account, she requested to reinstate, which is what we did.Initial Complaint
11/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
11/07/2021 I would like help with a matter concerning this business. I had been informed I owe an balance of approximately 130$ although I havent used the services for months and when I initially signed up for the services I wasnt told I would pay them although not using the services. Also I had not used the services because I was unvaccinated and that was a NYS mandate. I would like to have this **** resolved and for my membership to be cancelled with this gym at this time. I think its also worth mentioning that many of the equipment had been broken and Improperly maintained, unlike many other gyms in the city no one walks around to help when help is needed even prior to the pandemic, so my point is it is unfair to even charge people for mediocre services especially when the services is not being used. Also my **** was sent to collections before the business even reached out to me personally to tell me that I hadnt been there and to cancel or pay. I need a resolution to this problem.Business response
11/08/2021
Hello,
You signed up for a monthly subscription and the membership is active unless cancelled, which it was not. You are also mentioning that you are unvaccinated but that mandate came into place after your **** was already past due. Also, it is your responsibility to cancel the membership if you are not coming. You are mentioning that the machines are broken. Currently at 10:50 AM on November 8th 2021, there are absolutely ZERO machines that are broken. The billing company tried to contact you many times with no response. Right now there is a balance that needs to be paid in order to be cancelled. Please contact a manager so we can assist. Thanks.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.