Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Originally I was signed up for a subscription for Summit to pay $81.57 per month. Set up the subscription on their website. I lost my job and my car stopped working. I went to their website attempting to cancel several months ago. I can only find one attempt from December as shown in the screenshot but summit went out of business a while ago. I had been getting charges but they didn't go through because I had no money on the card they were attempting to charge until November. When I noticed I had still been getting charges taken out I called them and got the news that summit had been bought out even though they had my email, my phone number and my address. When I asked why I had not been notified the person I spoke with said they didn't have a mass email service because it costs money. I let them know that I haven't been in since early May and asked if on addition to the cancellation I could have a refund since I attempted to reach out and was never informed that summit had been bought out and was refused. He said I'm responsible for finding this information out on my own by either going there, calling them or checking social media (they only have an Instagram) I reached out through their email explained my situation and was refused again. I added more detail and requested a phone call from someone higher up and have not received a response since. I would like to have a refund for the times I was successfully charged by ********* since I did attempt to reach out and they made no attempt even with all of my contact information. Instead of canceling it and letting me find out in person that I would need to reestablish the subscription they continued the subscription and gave me no notice.

  Business response

  01/17/2024

  In regards to ****-******* complaint, it is true that he agreed to pay a subscription based membership of $81.57 a month for access to our gyms and that we had transitioned from the previous owner of Summit Climbing, Yoga, Fitness to Stoneyard from May to July of ****. What he neglected to inform are the very simple and multitude of avenues he has at his disposal to cancel his subscription: website, email, phone call, in-person. These avenues remained the same during the transition. In the original phone call we had with him (screenshot ******) he stated that he had only attempted to cancel his membership through the website. ********************* also stated that because he never received confirmation that his membership was cancelled, he decided to repeat the same cancellation process rather than try a different one. During the transition the Summit website (summitgyms.com; now redirects to Movementgyms.com) stated on the front page that they had been bought out. Also, the website he provides, summitclimbing.org (Screenshot ******), has never been the website for the Summit climbing gyms in ********. This is the website for a climbing gym in ************, ******** so it is likely he has been submitting cancellation requests through the wrong website. When asked why he had not tried other forms of cancellation, ********************* stated that he did not have all the time in the world. ********************* was denied a refund because every individual is responsible for their own subscriptions and he, at his own fault, incorrectly attempted to cancel and made no real effort to assure his attempt despite the ease to do so.

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never alerted to the transition. I was attempting to cancel my subscription on Summits website because of this. They have my phone number, email and address as my method of contact and failed to notify me. In addition, they were able to see that I had not gone into the facility since they had bought out summit and still charged me anyway.
  
  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. ↩