ComplaintsforJEKYLL & HYDE GYM LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We reached out via email to Jekyll and Hyde gym inquiring about a student gym membership. We were given month to month totals at that time, and an option to pay for a full year. We visited the gym 12/26/2023 to sign up. While completing the sign up, another gym member was yelling at the front desk personnel worker about misinformation that was given to him. They continued arguing and it was extremely distracting to us while we were trying to conduct our business. Because of this, i'm assuming that is why our contract has conflicting information on contract itself, as well as what was verbally told to us. Also because of this, my son's bank routing number and account numbers were listed incorrectly. We were notified of this by phone the next day or two and we again provided the correct account information over the phone. They advised us to please wait a couple days and the charges should reflect. It did not. We then accured late charges, which were paid (even though it was not our fault). I had to once again the gym and inquire about the correct account numbers, and continue being told that it will be corrected. Since that time, my son has had to wait for an account overdue balance to appear in his app, then pay manually even asking multiple times for this to be corrected. Because of this, and other issues, we just decided this isn't a good fit for him and this business isn't being ran well. My son, ****** ******, visited the club in person on 03/18/2024 to cancel his membership and he was turned away stating "we only cancel on Saturdays between 9-3 and by appointment" so he was not given the opportunity to cancel. He then received a voicemail stating he was not allowed to cancel because he has "a year commitment" even though we were told month to month. I have attached a copy of our contract to this complaint. You can see the box is checked "this agreement may be cancelled at any time with a 30 day written notice delvered to the club's address".

  Business response

  04/11/2024

  [BBB Transcription via Phone]

  I let them know it was a 12 month membership. They signed and initialed stating they acknowledge there is a yearly fee for the 12 month contract. That fee was taken from their account. They signed a contract showing all this information. I let her know we will let her out of the contract and we can change it to month to month. There was a $50 cancel fee, maintenance fee and the membership fee for following month because of the 30 day notice. All which was posted online and on contract. 

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  After submitting this complaint to BBB and submitting proof of our month to month contract to the gym, they allowed us to cancel the contract. We had to pay a total of $162 to cancel including another month, $50 fee, $75 maintenance fee. I still insistent that when we signed up, the $75 was NOT explained to us. I still insistent that we should be refunded $75 since I paid this just to get the cancellation done. 
  It is obvious that the initials were done on the signature pad in the gym, without any paper being shown. We were advised that we were initialing the month to month agreement and monthly charges.  I feel the $75 charge only applies to yearly members in which the fee line is listed with. The gym tried saying our initials were a “glitch” and that a month to month contract should not have been allowed, even though that is what we agreed to and signed for. 
  very shady business and money grab. Buyers beware 
  
  Sincerely,
  
  ******* ******

*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. ↩