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:12/08/2023

  Type:Billing 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 cancelled my membership with this company beginning in May. They continue to harass me and have sent me to collections. I have a confirmation email canceling the membership in august 23, 2023.

  Business Response

  Date: 12/15/2023

  Regarding complaint #********, On 8/15/22 Member joined with an agreement of 24 monthly payments of $31.99. See attached agreement. On 5/15/23, Member emailed the office regarding an early cancellation. Staff responded to both emails on file with a full description of cancellation policies and procedures, including the early termination fee. Member replied that she refused to pay an early termination fee and would dispute charges with her bank. During several additional emails and conversations with the club, the management team reiterated the terms of the agreement and outlined specifically where Member could review these details. The 8/11/23 form provided by Member is titled a Membership Change REQUEST. This request, as explained to Member, could not be processed without the early termination fee as outlined in the agreement. While waiting for the early termination fee to be paid, Best Fitness removed the autorenew on Member’s agreement and marked the account to cancel at the end of the 24-month agreement. Member chose to charge back payments and refused to pay the early cancellation fee. Calls from the billing company to bring the account current were ignored or met with a stop contact request. The account remained delinquent and was eventually sent to collections due to nonpayment. At this time, the account is in collections for Member’s unpaid membership, late fees, and additional collections fees for a total of $918.40. Best Fitness is happy to accept a settlement of half of the collections balance. A payment of $459.20 can be made in cash at the front desk or by money order mailed to ** ************ **** **** ** ****** *** *****, at which time Best Fitness will pull the account from collections.  

• Initial Complaint

  Date:11/12/2022

  Type:Billing 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 was in personal training with best fitness for 6 months, each month I paid $172.33 just for training. Towards the end of my contract more than 30 days prior I read through my contract and I realized I needed to cancel 30 days prior because my contract would be automatically switched to month-to-month rather than canceled if I didn’t act. So I spoke with my personal trainer, the desk associates, the head of the personal training, and finally even the regional manager just to cancel. I was informed by the regional manager Eric that my contract was canceled and I would no longer be charged. I confirmed with him that there was nothing that needed to be signed off on and he said I was all good to go. A couple weeks later Madison stopped me and let me know I needed to sign off on something to finalize my contract, which I found strange being that the regional manager explained there was nothing left to do. I asked Madison if I was going to be charged again and he said no I had nothing to worry about. On June 2, 2022 I was charged my 7th payment of $172.33, the payment that was never supposed to take place. I went and spoke with my personal trainer and the desk associates who agreed I should not have been charged. But when I went to talk with Eric all of a sudden he says he can’t speak with me about anything to do with personal training and to speak with Madison. So I go and speak with Madison and he states that “since you canceled in the 30 days the charge is right and there’s nothing I can do”. I had him reach out to someone above him, at one point I was told I was getting refunded, I didn’t hear anything since then. I disputed the charge and it returned to my account on June 22, 2022. I got a new card and updated it with the gym being that it expired. They took the money again October 5, 2022, and I’m still being told the charge is valid, no resolution has been met. I’ve asked for a corporate/ owners number but was told they don’t have one or can’t give it.

  Business Response

  Date: 01/24/2023

  Hello! In regards to complaint ********, regarding consumer Antonio Mendez, I have reviewed the account and training contract (attached), invoices, and followed up with club and regional management. Ultimately, the disputed payment has been refunded to the original billing method. The Training account has been cancelled, with no remaining invoices or payments. 

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 first week of June my wife and I signed up for Best Fitness. (wife's name ***** ***) During our first visit to Best Fitness Fuller Rd (the only location we would visit), we discovered the Audio system for the TVs was not working. I inquired and was told they would figure out why I couldnt connect. After 2 weeks the issue remained. I attempted to contact the manager and was told he got married and was off for a couple months. I reached out to Nicole, the manager at the other location that signed us up. She said she would get it fixed. 2 more weeks passed, and after 10+ phone calls, the issue remained. On June 29 I requested to both locations, that my membership was suspended until they fixed the audio system On July 25, Nicole communicated to me that she found a fix to the issue, and provided me an app. I went to the Fuller Rd location again on July 26 and found the system still to be broken. On July 27 I called and asked that my wifes membership be suspended until they fixed the issue, neither of us would go (my wife had been going in July) I called for the following 2 weeks, August 1-5 and August 8-12 in hopes the system was fixed (my wife wanted to return) On August 10 I was told Nicole, the only manager who ever called me back, was on vacation for the rest of the month and the regional manager was in charge On August 13 I had a conversation with the 'unnamed' regional manager @ ~1145am where he told me the audio system was not his issue, and he didnt care and could charge us for the next 2 years. We never entered into any contract with Best fitness. Specifically when we looked at joining the Fuller Rd location, we were told the only way to do a monthly membership was at the Schenectady location (and then use the Fuller Rd location) I am seeking a refund of $196.97 for charges that I did not authorize from best fitness (7/10 $32.99, 8/9 $49, 8/9 $49, 8/10 $32.99, 8/10 $32.99)

  Business Response

  Date: 08/15/2022

  Best Fitness memberships provide access to the health club, including workout facility, weight floor, cardio deck, group classes, and functional training area. While we strive to provide top level technology and amenities, our memberships are not a cable or internet subscription. Contracts, access, and services are designed with health and fitness goals as our top priority.
  
   I have reached out to the Fuller Road club regarding the wifi and third-party audio app to access television audio. I can confirm that both the wifi and app for audio are functioning properly and are available for members to log in to. In summary, for the app to connect to the audio from the televisions, Member must be logged into the individual club’s wifi. From there, the app will do a Venue Scan to access any available media. Members may then select and listen to the media content. Staff is trained in use of this third-party app but does not maintain familiarity with all devices and their network capabilities. Member and Wife are welcome to schedule a meeting with any of the locations’ managers for further assistance with device troubleshooting regarding watching television, however, Best Fitness does not guarantee individual device or network compatibility.
  
  Additionally, I understand Member has expressed frustration with management’s time off during this vacation season. Best Fitness supports a healthy lifestyle for both members and employees. For our employees, a large part of that is maintaining a balance between work and home. Clubs are staffed for member services with a Manager On Duty in the General Manager’s absence. It is also routine to have coverage from Regional Management for vacations or in the event of extended time off. Unfortunately, during Member’s 7 am visits, our management team typically has not arrived for the day.
  
  I have reviewed the Member and Wife’s membership contract, invoices, and check in history (each attached). Both accounts are on a month-to-month basis, without a commitment term. Both members have been billed monthly dues of $32.99 on the 9th as well as the annual fee of $49 on 8/8 as outlined in their contracts. All members may freeze accounts by completing a Freeze Request Form in club, or by calling ABC Financial. Changes to accounts require 30-day billing notice, as outlined in the contract. Neither membership account has a completed Freeze Request Form or a call to ABC Financial to freeze the account. Both memberships have been used, 10 and 25 times, respectively. No refund is owed.
  
  Moving forward, additional QR code stickers have been ordered for the cardio equipment to assist members with linking devices. Member and Wife may choose to freeze their dues and usage or cancel the accounts by completing a Freeze or Cancel Request Form in club or by calling ABC Financial. Either change will require a 30-day billing notice and will be reflected on the next billing cycle. We hope Member and Wife will continue to utilize the health club and allow us to assist them in reaching their fitness goals.

  Business Response

  Date: 09/12/2022

  Best Fitness memberships provide access to the health club, including workout facility, weight floor, cardio deck, group classes, and functional training area. While we strive to provide top level technology and amenities, our memberships are not a cable or internet subscription. Contracts, access, and services are designed with health and fitness goals as our top priority.
  

  I have reached out to both the Schenectady and the Fuller Road club regarding the wifi and third-party audio app to access television audio. I can confirm that in both clubs both the wifi and app for audio are functioning properly and are available for members to log in to. As explained, in order to access the audio, Member’s device must be connected to the club’s wifi network. The nature of the app and network makes the audio available only when in club and does not allow for remote troubleshooting. Communicating with a different location’s manager, regardless of the voluminous nature or time of day is ineffective. For this reason Member was invited to schedule a meeting with the Fuller Road club’s manager or regional manager for assistance, which member declined.
  

  All members of Best Fitness have a contract, a written agreement on file, to have access to the facility. A copy of this contract was originally emailed to the member on 6/9/2022, is available at the front desk at any time, and was again provided attached to our previous response. Member joined without a typical 24 month commitment, but does still have a contract that outlines club policies, procedures and expectations. 
  I have reviewed the Member and Wife’s membership contract, invoices, and check in history. Both accounts are on a month-to-month basis, without a commitment term. Both members have been billed monthly dues of $32.99 on the 9th as well as the annual fee of $49 on 8/8 as outlined in their contracts. All members in good standing may freeze accounts by completing a Freeze Request Form in club, or by calling ABC Financial. Changes to accounts require 30-day billing notice, as outlined in the contract. Neither membership account has a completed Freeze Request Form or a call to ABC Financial to freeze the account. Both members have checked into the facility after the reported freeze requests. Both memberships have been used. No refund is owed.
  

  As of August 17, 2022, when Member decided to chargeback all membership fees and annual fees, despite both members having used the facility and services 10 and 25 times respectively, both accounts entered a delinquent status, have incurred late fees, and are scheduled to be sent to collections due to nonpayment. 
  

  At this time, Member and Wife must bring the accounts current in order to process account changes. They then may choose to freeze their dues and usage or cancel the accounts by completing a Freeze or Cancel Request Form in club or by calling ABC Financial. Either change will require a 30-day billing notice and will be reflected on the next billing cycle.
  

  
  

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  At no time did either my wife or I decline to meet with the Fuller road manager.  Specifically, I was told the manger was off for 2 months for his honeymoon.  At no time did the regional manager offer to come to the Fuller Rd location.  In my one interaction with the regional manager on the phone, he communicated (referring to charging my CC) he could do what ever he wanted, and wasn’t going to talk to me anymore. 

  No contract was ever agree to, or received by either me of my wife.  More specifically, when we looked at joining 3 months prior,  we were very objective and didn’t join because we said we would not agree to any contract.  3 months later we were told if we provided a CC to the other location (Schenectady), they would do with no contract.  Which we did. 
  A contract requires a meeting of minds, not only did I not agree to any contract, I never received any contract, none was offered, and none was sent to me.  The contract they have supplied to BBB doesn’t even have my name correct on it. 

  Unfortunately, my calls to Best fitness in August have gone unanswered, in turn I sent registered mail to the Schenectady location, which was also not responded to.  As a response to the statement that we used the facility after requesting our memberships stopped do to failure to provide services, I did attend the Fuller Rd location on one occasion, at the instruction of Manager Nicole, who provided a solution to the ‘audio issue’  upon arriving I found the issue was not resolved, and contacted her to let her know her ‘fix’ didn’t work, and we would wait again for a resolution. 
  Best Fitness frequently charge my credit card after being told not to, in such I contacted my bank and provided written documentation on the dates and times I instructed Best Fitness o stop charging my card for a month-month access.  While this is a civil issue, it is my legal opinion that it boarders on criminal, as Best fitness was instructed not to charge fees on the card, and proceeded to. 
  Much of the issue described in this complain is tied to the fact that no contact was offered or entered into, and Best fitness inappropriately applied a contract to my attending the facility without our consent. 
  
  Regards,
  
  ****** ****