ComplaintsforBlink Fitness

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe I have canceled my membership at this gym this January. I just realized recently I was still being charge on a monthly basis since then. There was also a $50+ on-time charge that I was not aware of. I have no idea what that was about. The reason why I believed I had canceled it is because my account did not exist last time I tried to access their online membership portal. I tried to double check to make sure I indeed cancelled it and because the website said the account does not exist, so I assume everything was done. Plus, since then I have been receiving their marketing emails targeting non members. On top of that, I have never received any receipts on those recurring payments and that one-time mysterious charge. I tried to reason with the merchant but I was told that they are not willing to refund.

  Business response

  07/18/2022

  Hello,The following member has not gone through the appropriate steps to request cancellation. There was no request for cancellation during the stated time, or since then. All of our members are able to access their account online and process their cancellations directly through our member services online portal.  Providing proof of relocation even allows the member to waive the $60 buyout fee but there is still a 45 notice for cancellation where the member would be required to pay for the final 45 days of membership as a "pro-rated" fee. Our manager on site has spoken directly to the member who has refused to submit cancellation online due to this.The first time we heard from this member was Friday July 15th, 2022. When we mentioned this, the "pro-rated" fee would have been $9.03. The member still refused this and said we were breaking the law. I have attached the members signed agreement to show otherwise.To avoid any further issues we offered to waive the "pro-rated" fee and process the cancellation for them.  There will be no refund.  There is also a pending "Chargeback" on the members account as they cancelled their card. We will be disputing this as well since we were within our right to continue billing.Thank you,Blink Fitness Onondaga Member Services Team

  Customer response

  07/19/2022

  Hello,Attached please find the evidence that shows the online portal of Blink Fitness did not work for me. As stated in the contract, one way to cancel the membership is to do so via their online portal. However, when I typed in my email address (same as the one listed on the contract), their system did not acknowledge the existence of my account (see screenshot). The club manager provided a membership ID on July 15, 2022, even with that, the system did not acknowledge my account. On top of the fact that their online membership management portal did not acknowledge the existence of my account, I have never received any confirmation or notification regarding the membership and the charges. I was not able to "properly cancel" due to the malfunctioning of their online portal (or whatever they did wrong on their end resulting in the error message). Claiming "I have no idea why you can not find your portal, I gave you all the information you needed." or "other people can just you can't" does not negate the fact that I, as a customer, was denied access to manage or to cancel my membership. 

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