Complaints

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

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  World Gym

  5248 Cobblestone Rd Sheffield Vlg, OH 44035-1488

• 

  World Gym

  6700 Biddulph Rd Cleveland, OH 44144-3305

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:09/02/2024

  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.

  I cancelled my membership on 06/06/2024 and the business still keeps taking fees out of my account. They now have taken 2 monthly payments in the amount of $24 each monthly. I want my money refunded and them to stop taking my money. I have tried calling the number published to speak with someone but it is a none working number. Please help me get my money back and for them to stop taking money from me since my membership is cancelled.

  Business Response

  Date: 09/18/2024

  Account was cancelled and refunded as of 9/4/2024

  Customer Answer

  Date: 09/18/2024

  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.
  
  I have NOT received a refund. My bank account has NOT been refunded. Please refund my money to my checking account.
  
  Regards,
  
  ******** ******
  
  
  
  
   

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  On 6/19/23, I decided to join the Ohio Gym of Sheffield. Heather W*******, the sales associate, assured me the VIP level included the Kids Club for $37.26 per month. On 7/1/23, I added 3 months of personal training for an additional $160 per month. On 8/1/23, my account was charged a total of $197.26 for my membership and personal training for August. That same evening, I received an email from David A***** to notify members of upcoming changes to the facilities. The changes included immediately discontinuing the Kids Club. I also received a text message from my personal trainer letting me know about the closure. I am unable to use the gym without access to the Kids Club, so I cancelled future sessions with my personal trainer and I also sent an email to ********************** to cancel my membership, personal training contract, and request a refund of the charges for August, but did not receive a response. On 8/7/23, I sent a second email to ask about the cancellation and refund. I received a response the same day from Rachel H*******. She said that my membership has been cancelled and there will not be any future payments. I sent a third email that afternoon to again ask when I would receive a refund, with no response. I contacted my bank on 8/11/23 to have the charges reversed. They completed an investigation and notified me on 9/1/23, that they found no error and the reason given by The Ohio Gym was that I did not cancel within their cancellation terms. Due to the immediate closure of the Kids Club, I was not able to give advance notice of my cancellation. I am not able to use the gym facilities without access to the Kids Club as of 8/1/23. I made a final attempt to contact the gym about a refund on 9/5/23, again with no response. I would like a refund for services not received in August in the amount of $197.26

  Business Response

  Date: 09/19/2023

  I have attached the members' signed agreement. It clearly states our cancellation policy and in the terms and conditions we change services. When a member sends a written cancellation letter our owner waived the notice for the member. We do not go back and refund because she is upset about a service and we gave 30 day notice the service was no longer going to be provided. 
  

   

  Rachel H*******

  Account Manager

  **********************

  Customer Answer

  Date: 09/19/2023

  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.
  
  I've attached a copy of the original email sent by The Ohio Gym to members where it states that effective 8/1/2023 they would be making changes, to include closing the Kids Club.  This was the first notice given to members.  I am also attaching a copy of the two emails that I sent and the 1 response that I received from the gym.  They never responded back that the Kids Club would be closing at a later date.  They notified everyone on the same day that payment was withdrawn.  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  “Sigh” I’m not surprised I have to go through this drama yet again with this gym….I filled a complaint in December 2019 after World Gym acquired Gold’s Gym, by that time I had canceled a Gold’s Gym membership, yet this business continued to charge me. When I requested a copy of the paperwork/contract they refused/failed to produce it. Needless to say they sent the matter to Swift Financial/collections. They said they terminated the paperwork to Swift Financial and the issue was revolved; well starting in December of 2022 I began to receive calls from Swift Financial again alleging I owe World Gym fees? Really 3 years later? After the initial complaint was filed and resolved. This makes me think someone/World Gym is in the habit of extorting it’s customers. After reading the current complaints, it’s nice to see how nothing has changed. As a legal professional, I was contemplating action in violation of the Fair and Accurate Credit Tranasction Act, the Fair Credit Reporting Act, and the Fair Debt Collections Practice Act. Not to mention the harassing phone calls that specifically constitust FTC and CFPB violations that would apply to both WORLD GYM and its agent, Swift Financial.

  Business Response

  Date: 01/27/2023

  This members account have been closed and I have confirmed with Swift

• Initial Complaint

  Date:10/18/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This is for the World Gym Brooklyn, located **** ******** *****. Phone number ************. I canceled my membership back in December of 2021. My membership was expiring in January of 2022. However they are claiming I owe them money for not canceling their service, after my contract was already expired. I have not used their gym or services on or after January 10th when my membership was set to be done mid month. I went there around July of 2022 as I received a paper in the mail stating I owed them late fees and gym membership fees since January. They told me I did not cancel and had to pay them or they were going to take me to court or collections. I have no proof of canceling my membership other than changing my bank account information so they could not bill me anymore. They have my file and can clearly see the last time I used their service as every member has to scan their card to access the gym. They did not want to rectify the situation at all and insisted on me paying them. I am not willing to pay them for an employee not successfully cancel my membership or for services I have not used at all since I was under the impression it should have been canceled.

• Initial Complaint

  Date:10/04/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 had a gym membership at this gym over a year and decided I was ready to cancel my membership due to not going that much. I tried to cancel at the gym but they told me I has to call a 1800 number to do so. After calling a few times to get ahold of someone from corporate to cancel they told me I had to type up a letter of why im canceling my membership and I'd have to mail it in and it will take over 30 days to be processed. I told them that is ridiculous and I just won't pay the membership anymore. Almost a year has passed and I get a email stating I owe 45 dollars to the gym if I don't pay it they are sending it to collections. I told them I don't go there im not paying. Now they are emailing again saying I owe 297 now but if I pay today they will reduce ot to 250. I again told them I do not go to their gym im nit paying that. So they emailed back again saying they can reduce it to 200 or they are sending it to collections. I don't even know where they are making these numbers up. I was not informed when signing up over a year ago how much of a pain it would be to cancel a gym membership. If they told me up front I would have took my business else where. I have been to multiple gyms and never had a issues ending a membership after a year. They need to change their ridiculous policy's

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  When our son was 16 years old he went to world gym to inquire about a membership. He is a local high school student. He signed up for the only membership they said he could sign up for. Within the first few weeks he realized he would not be able to use the membership enough to make the value worth it. He immediately spoke to someone at the desk and they told him if he canceled they would still have to charge him for the ENTIRE YEAR. As he is young and money is tight he decided he would just keep it and go whenever possible to at least not waste the $250 they said he would have to pay to cancel. He went maybe 10-15 times throughout the entire year. He always checked in at the desk to ensure that the membership was going to be canceled as he could not afford it to continue. He was assured each time that it would be canceled and not renewed at one year. As summer approached he was accepted into a program out of state so he and his father went in to ensure that the membership would be canceled and being that he would be in another state the month and day it was scheduled to renew, what needed to happen. The gym employee told them both there was nothing to worry about, and confirmed to both of them it was canceled and would not renew. The membership renewed and he is still being charged. I went in to the gym and the manager Mariah ********* told me that she could not do anything to help, that I had to submit an email on their website. She also gave me her email address. So I went directly home and have tried to send emails through the site. It seems to not be working. I took video of it not working and emailed her the issue and have never heard anything back. I sent that email addressing the website problem on September 7th. They are continuing to charge our son and offer no process that works or is even reasonable to stop the charges. Now looking through BBB I can see this is what they do often or maybe always. I'm requesting a full refund for all charges from them.

• Initial Complaint

  Date:06/22/2022

  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.

  In May of 2021 I had cancelled a membership with World Gym in Sheffield due to relocation. Several months later in December of 2021 I had discovered that not only was I still being charged for my membership, but the paperwork I had filled out the day of my cancellation had not gone through. I was told this was an ongoing issue with multiple club members and was transferred to the club manager, who assured me that there was record of my cancellation and that the paperwork would be processed & I would receive a refund for the money that had been taken out for the months after I cancelled. Several weeks went by and I contacted the club again, to which I was directed to the billing company, who I spoke with and was told they would be reaching out to the club. Upon hearing back, I was told there was no record of my cancellation because they had switched billing companies. After a back and forth for several months, I had gone in person to resolve the issue and had been told by the club manager he would be in contact with the general manager. The general manager had told me the same excuse, that there was no record of my cancellation and that I would have to pay a cancellation fee. I have photo documentation of my cancellation form from last may, as well as emails from the club & general manager as well as bank statements including the charges that have been brought upon since cancellation. Having been assured by the club manager this past December that my paperwork would be processed and that I would receive my money back, I do not feel that this process has been fair to me in any way and has been dragged out since last year. I feel that my money has been stolen from me and the situation at hand is unprofessional & deceitful.

  Business Response

  Date: 06/24/2022

  Hello

  I have looked into the account and member provided cancellation which was asked the member to provide.

  We have cancelled the account out and placed a refund.

  Thanks

  Rachel H*******

  World Gym Account Manager

• Initial Complaint

  Date:06/15/2022

  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.

  Last summer I purchased a ******* for laser lipo from World Gym. I liked the results, so when my package was up I purchased one directly from them. I purchased 12 sessions but with 7 left I got a new job that made it difficult to schedule appointments due to not being sure what time I’d get to leave each day. I was assured via text by the girl who does the procedure that when the time came and I was able to begin scheduling again that the manager would extend the expiration date of the package (Which by the way was within 3-4 months of purchase—bad business to put a time frame on a package that is purchased direct from the company). When I called last week to resume my sessions I was told it wasn’t possible. I emailed the “supervisor” because there is apparently no manager and all he did was offer for me to purchase another package. Again, I understand that when you purchase a ******* that you must use it within 120 days but this was a package purchased direct from the gym. I should also mention that I never received a contract with stipulations when making my purchase, so I wasn’t made aware that it expired until August 25th when I text the girl to ask and she told me they expired September 1st.

  Business Response

  Date: 06/24/2022

  Hello

   We will still honor the sessions you have purchased. Typically they expire after 90 days but due to the inconvenince we will unexpire them for your use.

  Thanks

  Rachel H*******

  WG NE Ohio Account Manager