Complaints

This profile includes complaints for Power Shack Gym Fitness Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Power Shack Gym Fitness Center has 4 locations, listed below.

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  Power Shack Gym Fitness Center

  3600 Fishinger Blvd Hilliard, OH 43026-9203

• 

  Power Shack Gym Fitness Center

  4048 Parkmead Dr Grove City, OH 43123-3901

• 

  Power Shack Gym Fitness Center

  6363 Cooper Rd Columbus, OH 43231-7648

• 

  Power Shack Gym Fitness Center

  2100 Yarmouth Dr Pickerington, OH 43147-9385

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:08/22/2023

  Type:Customer Service 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.

  We have attempted to cancel our membership with Power Shack in Hilliard, Ohio multiple times. We have tried to do this in person, on the phone and through email but we are still being billed each month. We have made 3 trips to this gym to cancel only to be told we must call the gym's parent company to cancel. So then we made multiple calls calls to the gym's parent company, but are told by those folks we must send an email to cancel our membership. They have made their cancellation policy insanely difficult for consumers to simply end their membership. As I type this, I am still being billed for a membership that I have been trying to cancel for more than a month. I just want to cancel the membership! PERIOD! It shouldn't require this much effort.

  Business Response

  Date: 08/27/2023

  
  ******** I have read your complaint and contacted our administration
  for a reply.  We have a billing company that
  handles our membership collections and cancellations, as indicated on your
  membership agreement. They have three requirements to complete the cancellation
  procedure.  First, call them. Next,
  follow up with an email to confirm.  Finally,
  allow a 30- day notification to allow for their administrative efforts.  Apparently, you did make a call, but they
  didn’t receive the follow up email. 

  We apologize for your frustration, and our administrative
  staff has gone ahead and completed the email step for you, so you have nothing
  left to do.  Your membership has been
  canceled.

  The 30-day cancellation is an industry standard.  Many gyms require an in-person visit to cancel,
  which we do not.I hope this resolves the matter for you.  We appreciated your business.

• Initial Complaint

  Date:07/27/2022

  Type:Billing 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.

  Date of "transaction" 10/10/2021 - Unauthorized Billing & Unnecessary Additional Agreement
  
  I was a member for over 5 years with a 2 person membership. One day they told me they needed to update my membership in their new system and said I needed to do this by UPDATING my information on their membership form. They either intentionally or accidentally opened up a new contract from my updated information. They then also split my 2 person membership into 2 new ones without my permission and sent it to their third party billing service, who started billing for 2 memberships at double the original membership dues, ( *** ******** **** *** **** ********* ** ***** * ************) who has terrible customer service and said they could do nothing, They also without my authorization made charges from their retail location on my credit card.
  All attempts to reach **** D, one of the co-owners to correct this were not returned. I had to dispute the recurring double charges every month with my credit card which was a hassle. After daily calls to **** and other managers I went in person and the new manager at the Pickerington location told me my account was closed and everything was cleared up.
  
  The manager was not correct as the billing company kept contacting me, calling me very frequently. Contacting them was no help, they said the manager at the gym needed to resolve it.
  
  Contacts to **** D went unreturned.
  
  ABC sent this to a COLLECTION AGENCY, ***** * **********, who did not acknowledge the facts behind my DISPUTE. The collection agency stated that I owed $118.14. When I requested a breakdown of what they were claiming I owed, they would not provide a breakdown of the claimed dues, late fees? and Early Cancellation? owed. Upon a second request to them for this information they also did not provide this.
  
  I am requesting that PowerShack advise both ABC Fitness and ALDUS & Assoc, collection agency to stop collection on this and clear my credit report.

  Business Response

  Date: 08/17/2022

  Tell us whBBB Complaint ID 17630478
  Customer Information:
  ****** ******
  **** ********** *** **
  ********* **  *****
  Daytime Phone: ###-###-####
  E-mail: ******************
  
  I will address the details of the matter that Mr. ****** has
  listed in his complaint to the BBB. He was a previous member with another
  individual on a family membership for several years and had recently requested
  to be put on a membership freeze. We discovered in
  Sept 2021 that he and the other member on the agreement began attending the gym
  again using old membership cards, but without notifying any staff of their
  return.  Upon realizing that they were
  once again coming to the gym, Power Shack re-started the membership and updated
  them with a current agreement. (See attached agreement.)
  In the interim of their absence, we changed billing
  companies as noted in the attached,
  signed agreement. Power Shack re-started their dues in September and October,
  which is when they started re-attending the club. They proceeded to do a
  charge back to reverse the charges on their dues. The new billing company began charging
  them in November through February, when Mr. ****** proceeded to do another
  charge back for 2 of the 3 months of their dues.  As a result of the charge-backs, they only
  paid for 1 month of dues. The fees mentioned were issued as spelled out in the
  attached agreement due to non-payment.
  We have been
  in business for 32 years, have hosted over 9 million workouts, and have had a
  very limited amount of complaints.
  They were not
  over-charged as they claimed. In reality, they owe $149.40, which does not
  include charge back fees, which we absorbed, but we will accept $118.40 as the
  payment Mr. ****** referred to in his complaint and call the matter closed.
  
  Sincerely,
  Power Shack representativey

  Customer Answer

  Date: 08/23/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17630478
  
  
  
  I am rejecting this response because: 

  This entire situation could have been avoided if Powershack
  was forthright and responded to inquiries, instead their lack of communication caused
  me hours of grief and many attempts to contact to **** and the other staff at
  Powershack, that were not returned  and many
  calls and letters with my credit card company and ABC Fitness.
  Powershack took actions that I did not authorize and failed
  to respond to over dozens of messages left over a period of more than 3 months
  as I tried to understand what they had done in billing me more than agreed.
  Since they failed to respond with an explanation I was
  forced to contact my credit card company and dispute the doubled amounts they began
  charging me and multiple transactions each month, versus what I previously was
  charged. Powershack even failed to supply my credit card company with proper
  documentation to support the charges to my credit card and the credit card company
  agreed in our favor on the disputed charges and charged back the amounts in
  dispute.
  As stated before, we were still members for years with a 2
  person membership. We stopped in one day while our membership was on freeze due
  to COVID to ask about changes at the gym. They told me they needed to update our
  membership in their new system and told me I needed to do this by “UPDATING” my
  information on their membership form. They either intentionally or accidentally
  opened up a new contract from my updated information.  They then also split our 2 person membership
  into 2 new ones removing my legal spouse who was the co-member without my
  permission and sent it to their third party billing service, who started
  billing for 2 memberships at double the original membership dues, ( ABC
  Fitness, 8320 HWY 107, Sherwood, AR 72120 @ 888-827-9252) who has terrible
  customer service and said they could do nothing.
  It was misrepresented that updating the membership form
  would start a new membership contract, for which new terms would apply.
  In December in order to understand what was going on with
  the multiple billings, we meet in person with the new manager at the Pickerington
  location, which had been the sole gym we attended. The new manager told us our
  membership was cancelled and “everything was wiped clean” We were assured everything
  was resolved and in fact he tried to sign us up for yet another membership
  contract  and pay new member fees etc. We
  declined his offer and never returned again to any Powershack location.
  In sum****, All attempts to reach ****, one of the co-owners
  to correct this were not returned. I had to dispute the recurring double
  charges every month  with my credit card
  which was a hassle.  After no responses from
  daily calls to **** and other managers I went in person and the new manager at
  the Pickerington location told me my account was closed and everything was
  cleared up.  This was not correct as the
  billing company kept contacting me, calling me very frequently. Contacting them
  was no help, they said the manager at the gym needed to resolve it.
  Contacts to ****, the co-owner requesting call back or other
  written explanation went unreturned.
  ABC sent this to a COLLECTION AGENCY, ALDUS &
  Associates, who did not acknowledge the facts behind my DISPUTE.  
  
  BBB request for resolution:
  
  ABC sent this to a COLLECTION AGENCY, ALDUS &
  Associates, who did not acknowledge the facts behind my DISPUTE.  The collection agency stated that I owed
  $118.14. When I requested a breakdown of what they were claiming I owed, they
  would not provide a breakdown of the claimed dues?, late fees?  and Early Cancellation? owed because of a new
  contract.   Upon a second request to them
  for this information they also did not provide this.
  Since Powershack has just now responded to us for the first
  time through the BBB, we would consider 2 months of payment at the original membership
  contract amount ($59.76 total ) to settle this, since we did not attend in Jan/February
  and were told our membership was cancelled and cleared in December.   
   I am
  requesting that PowerShack  advise both
  ABC Fitness and ALDUS & Assoc, collection agency to stop collection on this, accept the $59.76 as total owed and clear my credit report. Since ABC Fitness has transferred this to ALDUS Assoc,
  I will need confirmation from them that this will be cleared upon payment.

   

  
  
  
  
  Regards,
  
  
  
  ****** ******