ComplaintsforWorld Gym

• Initial Complaint

  12/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved from Rochester New York in November of 2021 to start a new position at the University of *****. At that point I had been in my contract (12 month) at World Gym for approximately 5 months. I went in on November 18th to cancel my contract in person and the front desk attendant told me to provide proof of my new address (we had not established a permeant residence at this point) and that my request for a cancellation could not be granted. I called back the following month to cancel my membership and the front desk still refused to cancel. I subsequently cancelled my automatic repayments through my bank account. Upon applying for a mortgage this month I found out that the reaming balance of $200 has ruined my credit. I have since paid this in collections. I made contact with World Gym and was told that the owner would get back to me. It has been over a week. I called again today December 23rd and asked if the account could be canceled. The attend said that the only way to cancel is to mail a physical letter with a signature (otherwise I would be charged recurrently every year for the foreseeable future). I also asked if an email would be sufficient.My request was once again denied. I'm honestly so disappointed in this whole process.

  Business response

  12/27/2022

  Member signed up for a 12 month commitment on 6/6/2021.  The membership states that it is a minimum of 12 months and rolls over to a month to month membership with a 60-day written notice to cancel.  The contract states that you can cancel your contract "if you move your residence more than twenty-five miles from any Gym operated by the Seller; there is a $100 fee to cancel because of change of residence..."  Our cancel policy states that upon proof of move and payment of $100 the membership will be cancelled.  Once the membership is sent to collections, the membership is terminated.  Attached is a copy of our cancellation policy.  Attached is a copy of at least 20 attempts to contact member per month from our billing company to let member know he is in arrears.  My staff is trained to follow policy in all situations.  The member was made aware of the policy in November as he stated.  Member is currently cancelled and had paid the back balance through the collections company.  The collections company will remove the debt from his credit according to their policy.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started a contract monthly membership with World Gym Rochester in March 2021. In April my company moved me 5 hours away to NYC. I was told I was required to pay the entire 12 months off even though I could not use their gym anymore due to distance. As per Zach (? The young kid that often works the front desk) I paid the year off and sent a letter to the gym requesting cancellation. Fast forward six months later, the gym started recharging me the monthly fee. Unfortunately their claims company is called “*** ******* *********” (which is close to the “*** *** here in Manhattan that sends me marketing items all the time. I didn’t realize until March they have been charging me. I called the gym in March 14, 2022 and spoke to Joe who stated since I was at a distance I needed to send another letter requesting cancellation and would have to pay until they receive the letter (total of $116.50 including late charges). I don’t think this is fair as I have already complied with their requests and haven’t used their gym in one year (and I live 5 hours from there)

  Business response

  03/15/2022

  We received a ******** message on Tuesday March 15, 2022 regarding this incident.  I have since cancelled his membership and removed any dues / fees associated with the error.

   

*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. ↩