Complaints

This profile includes complaints for 10GYM's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  10GYM

  6209 NW Expressway Oklahoma City, OK 73132-5127

• 

  10GYM

  2255 W Main St. Norman, OK 73069

• 

  10GYM

  1020 SW 104th St Oklahoma City, OK 73139-2990

• 

  10GYM

  816 Edmond Rd. Edmond, OK 73003

• 

  10GYM

  711 S Air Depot Blvd Midwest City, OK 73110-4832

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:09/27/2023

  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.

  Lighthouse Fitness Management is refusing to cancel my contract despite the fact that I provided my valid driver's license and mortgage verification (per their requirement) verifying my relocation back to Georgia. I contracted their services while living in ******** with family while recovering from a stroke and circumstances have required my relocation back to my home state which meets the criteria as identified in the contract, because my relocation exceeds 30-miles. They are refusing to cancel because the issuance date on my driver's license is May 25, 2018. My license does not expire until 12/2/2024. The **************** issues driver's licenses on an 8-year term and will not reissue a new license to update the issue date on a current and valid license that expires on 12/2/24. ***************** SAYS: "You may apply to renew 150 days before the expiration date of the license. You may renew an expired license within 2- years of the expiration date." MY CIRCUMSTANCE DOES NOT ALLOW FOR A RENEWAL- because my license is not expired, IT IS CURRENT AND VALID and I am not within the 150-day renewal period. They will simply reprint the current one. Additionally, my vehicle registration and tags are all registered in Georgia AND MY EMPLOYER IS THERE. Lighthouse Fitness Management does not respond to email communications until *****pm at night, which has been ongoing for two weeks. I have provided sufficient notice and documentation and despite being billed $1,000 for services that I have not received for the past 5-months due to my trainer relocating without notice, and constant staffing issues at the location, they are now refusing to cancel my contract despite a valid relocation and submission of documentation. I am receiving rude, discourteous emails and argumentative responses from these people demanding a cancellation fee if I can't provide an "updated license". This is a poor representation of ethical business practices.

• Initial Complaint

  Date:06/13/2023

  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 been member for over a year now and I initially was told my membership was going to expire with 1 year and I agreed to that. I Find out my member expires in ****. So I was lied too when I signed up because I only wanted 1 year. So now I can't cancel my "membership" I went to the gym location and tried to cancel. I was told I could not cancel in person. neither could I cancel online where I originally tried. I called the gym and an employe told me the truth and informed me that to cancel my membership is nearly impossible. And they were right because I called cooperate number and It doesn't work. I tried multiple numbers and I could not speak to anyone. Then I randomly get a email saying "how can I help?" I responded and said how I wanted to cancel my membership. ***************************** is who emailed and never responded back. I sent multiple emails. So now I don't know how to proceed with this issue because I gotten 2 letters from 10gym. late charges and threat to send to collections. But I can't even get respond. Hate to experience this! on top of everything I don't even live near 10gym anymore!

  Business Response

  Date: 06/14/2023

  We are sorry to hear **************** feels he has had a bad experience.  He is on a month to month membership which is very easy to cancel.  All that is needed is a 30 day notice to cancel.  We show he requested to cancel towards the end of May.  The account must be current and the final payment is always due.  His account does not fall in that category.  Our member services **** ***************************** made him an offer to waive some of the past due to help get the account cancelled.  Once the past due payments are received the account will cancel out.  **************** may call the corporate office and pay the final amount over the phone at **************.  Thank you.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 signed up with 10GYM in *************** on 2/27/23 and cancelled the very next day (2/28/23) after reading the horror stories about the company continuing to charge peoples accounts even after cancellation. It appears that my account has been cancelled, but I still have no clue if I'm going to be refunded my money since I cancelled within 3 days of joining. Also, in my 10GYM online account it shows where the next payment is due 3/27/23, however it shows my membership status as cancelled, so to my knowledge there shouldn't be another payment and I should also receive a refund since I cancelled the day after signing up. I want to be clear that I am not blaming the customer service rep who handles all of this, as this is too much for one person to handle without a doubt. I'm sure the people in charge mean well and want to do right, but it's very frustrating when your website labels a month to month membership as "zero commitment," and the process to cancel is extremely difficult. Again, this is why I cancelled the day after I signed up, because issues like this. At this point, I just want to know that I am no longer going to be charged and that I will be getting my money back since I cancelled within 3 days. I will happily respond back to this if the issue is taken care of. Thank you.

  Business Response

  Date: 03/02/2023

  We are sorry to lose ******** as a member and can assure him that it is not difficult to cancel with 10GYM.  The 3 day cancel has been processed and the refund usually only takes 1-2 weeks.  However, our corporate office had a fire a few days ago so we are working remotely trying to get caught up.  Your refund should be processed soon and we hope to see you again.

  Customer Answer

  Date: 03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for taking care of this. I appreciate it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/20/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 have been trying to cancel this gym membership because I got in a car wreck in October 2022 and my car was totalled. I have not been able to go to the gym except for once when my ex brought me there. I've been paying for a gym membership I can't use. I've tried getting it cancelled, but I'd still have to pay a buyout fee. I can't find anything about cancelling in the contract except the 90day grace ******* I live more than ************************************************* taking a bus isn't an option. A taxi would be too expensive. I've been out of work and haven't even been able to make money to buy another car.

  Business Response

  Date: 02/21/2023

  ******** bought a 1 year membership on 7-22-2022.  In order to cancel prior to the 12 month commitment there is a $79.00 buyout.  In November, ******** sent an email to cancel and we responded back with this information.  The email states to come to the gym or call our office and pay the buyout.  We never heard back from her until recently.  Her membership includes all 10GYM locations.  Our 81st and **** location has many ******** members and the commute is about ***** minutes.  Nevertheless, we will accept the December and January dues payments as part of the buyout.  Once the February dues clear tomorrow, we will consider the buyout completed and cancel out the membership with nothing further due as a courtesy to her.

  Customer Answer

  Date: 02/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/25/2022

  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.

  I tried canceling membership since the end of 2021, they would continue to charge my account, and tines charge me twice for the same membership. I finally manage to get proof of canceling my membership in a email on August 30th 2022.They took out ***** out my account on 10/28/2022. I called the phone number from that email I have about canceling. ************** they couldn't figure out what was going on and told me to call this number ************** they couldn't figure it what was going on either. They told me to email ****************************************** and explain to them and attach any documents of my bank statement. I did email, explained to them and emailed them my bank statement and they told me to call my local gym. After several emails of running around and getting no where I paid $25 for make to block any withdraws from ************** case. Today 11/25/2022 I have a pending withdrawal from 10 gym for membership fees for another *****. I called my back and they said that the last one withdraw will be blocked. I want a refund for the $25 I had to spend to block them. A refund for $***** on 10/28/2022 after I canceled my membership. I also like to issue a public warning to people if they ever want to join a 10 gym.

  Business Response

  Date: 11/29/2022

  we just tried to call ******* to discuss the details and gather a little more info but the number you have (which is the same we have on file for him) is not a working number.  Please ask him to call us so we can discuss the details and work quickly for a resolution.  Our system is showing we have not drafted his account since August 2022.  The only way he could still be drafted is if he is paying for someone else's membership.  Thank you

• Initial Complaint

  Date:11/01/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 have been a member for several years going only to the gym at **** and ***** and on a monthly non contract plan. In April 2022 I made a trip to *** and wanted to use the 10 gym facilities there. I was told I needed to upgrade to a preferred plan in order to have full access to the facilities in ***. I was fine doing this and paying more per month but it was not explained to me that this contract is for a 12 month period, or that there would be buyout fees if I tried to cancel in the first year. I only used the *** faculty on one occasion, and stopped using the 31st location due to a relocation in August. I do not feel that the *** location properly explained the nature of the preferred contract vs the contract that Ive had for several years to me. Im fine with giving 30 days notice and paying for that final month but I do not feel that I should have to pay the $79.00 buyout fee for a contract that was misrepresented. Agreement 4850-33166

  Business Response

  Date: 11/02/2022

  ***** has been a 10GYM member since 11-23-2020 and upgraded his membership like he said in April 2022.  Because he has been a good paying member for so long, we are happy to allow him to cancel his membership with a 30 day notice.  We have set the membership to cancel at the end of November and there are no more payments to be drafted.  We hope ***** will come back to 10GYM when he moves back and near one of our locations.

  Customer Answer

  Date: 11/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair 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.

  My son is a member at this gym in Norman and has been in multiple times to cancel his membership. He was told they can't do it at the location despite signing new members up at the location. They told both him and I that cancellations had to be made with corporate and provided a phone and email number to contact corporate. We have contacted corporate and attempted to cancel but they continue to make automatic draws from my bank account. They are taking advantage of your adults and students and scamming them out of ongoing charges by refusing to cancel memberships and requiring automatic payments upon signup to get their credit or bank cards.
  

  Business Response

  Date: 10/18/2022

  What is the name on the membership so we can look it up and respond to this complaint?

   

• Initial Complaint

  Date:09/06/2022

  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.

  Joined on july 5th. Tried to cancel September 2nd before next monthly installment. Couldn't get an answer on the phone. Called back the following Tuesday due to a holiday and was told that there is an $85 cancelation fee and that the monthly installment CHARGED THE PREVIOUS BUSINESS DAY could not be credited towards the cancelation fee.Disgusting greedy business practices. Will never do business with them again.

  Business Response

  Date: 09/08/2022

  The membership in question is for Jayann **************, not Robert. Jayann  purchased a 1 year membership on 7-5-2022.  The first communication we received to cancel was a phone call on 9-6-2022.  Her September payment drafted on 9-5-2022.  The cancelation process on a 1 year membership if needing to cancel prior to the 12 month minimum term, is to pay a $79.00 buyout.  ****** paid the buyout on 9-6-2022.  Request to cancel is not backdated but requires a 30 day notice as well.  The membership is cancelled as she requested.  

• Initial Complaint

  Date:06/04/2022

  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.

  So spring of 2021 I signed up for membership at 10gym. Had a meeting with Norm about goals of what I wanted to achieve. So right off I said I didn't want a personal trainer because I didn't want to be in any contract including membership to the gym. So of course he assured me there was no contract involved and was free to cancel at any time. So come September of 2021 I was to travel to ******* ***** so I informed Norm I will be going out of state for work and wanted to cancel personal training. His answer was to email corporate. They still were trying to take money out of my account and I finally asked my bank to block. So someone from Lighthouse Fitness called asking about payment and i told them I had requested to cancel. They said to cancel I had to pay a balance of 900 and some change so i said fine. Then they still kept trying to withdraw money. I called again and this time they said there was a like $1300 cancellation fee which i was furious. I was upset and I cursed at them because this is a scam you cant **** a client for services you haven't fulfilled. Currently I am in **********, ** working which I have been since November 2021 I got a call from Lighthouse Fitness with threats about owing $3000. I told them I will fight it even if it has to go to court because they used one they used false pretense to sign clients then put them in contracts without clients knowledge. Even regular gym membership which had no contract was asked to pay cancellation fee of $400 and still kept billing after cancellation. I am reaching out to help resolve the issue and warn the public to have them be transparent about their memberships.

  Business Response

  Date: 06/07/2022

  ****** has been a long time member of 10GYM.  He started with 10GYM in Feb 2018 and stayed a current member until Jan 2021.  He then rejoined in May 2021 on a month to month membership.  Then in June 2021 he added unlimited use of the Kids Fun zone which is a 12 month commitment.  In September of 2021 he paid the $79.00 buyout for early termination of the 12 month commitment.  He did not pay the huge amount he is stating in his complaint.  The personal training agreement is not with 10GYM.  Lighthouse Fitness is a separate company contracted to work inside of 10GYM.  However, we will contact Lighthouse management to see if there is something that can be done to help.     10GYM Management

  Customer Answer

  Date: 06/07/2022

   
  Complaint: 17319513
  
  I am rejecting this response because: 10gym should share responsibility of Lighthouse fitness so and they are very much aware of Lighthouse Fitness corrupt practices. For instance if someone lives in your house and turns out they are dealing or something illegal the owner of the house gets arrested so thats a lame excuse. 10gym gets paid so they are part of the problem and this has to stop. 
  
  Sincerely,
  
  ***********************