ComplaintsforBurn Boot Camp

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  This is my second time signing a gym contract each time the live virtual work put from Monday through Friday as well as access tp other previously recorded work outs have been available to gym members. This was advertised as one of the perks of being a gym member the ability to have that option on days member can not make ot in to the gym. I signed my contract in February for 18 months and burn boot camp has now decided that virtual work puts are now an extra charge if gym members want that option. I have reached out to them and they have not resolved my issue has not been resolved. Virtual work out were part of the advertisement and that's one of the big reasons I signed up. I pay ****** a month virtual work outs were advertised as part of the gym membership.

  Business response

  11/15/2023

  Hi *********,

  We apologize for any inconvenience this has caused. As a franchise, we operate at a local level and unfortunately, do not have control over certain aspects of memberships. For assistance and clarification, we recommend reaching out directly to Burn Boot Camp Headquarters. They will be better equipped to address your concerns and provide the necessary support.
  If you have any other questions or if there's anything else we can assist you with locally, please feel free to let us know.

  
  Best regards.

  Customer response

  12/06/2023

  This is my second time signing a gym contract each time the live virtual work put from Monday through Friday as well as access tp other previously recorded work outs have been available to gym members. This was advertised as one of the perks of being a gym member the ability to have that option on days member can not make ot in to the gym. I signed my contract in February for 18 months and burn boot camp has now decided that virtual work puts are now an extra charge if gym members want that option. I have reached out to them and they have not resolved my issue has not been resolved. Virtual work out were part of the advertisement and that's one of the big reasons I signed up. I pay ****** a month virtual work outs were advertised as part of the gym membership.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had opened a complaint, and closed it thinking the issue was resolved, but regretfully it is not. The cancellation policy with this business is not transparent. You can sign up for a membership at the gym location, but can't cancel at the gym? In addition, apparently the gym staff is not knowledgable about how to cancel a membership. It took me 2 months to cancel my membership and I thought both months would be refunded but I was wrong, and have only received a refund for 1 month. I am seeking collection for the additional month, and honestly really disappointed that the process is this complicated and there is very much a "so sad, too bad" lack of customer service from this business. After this experience, I would never go back or recommend others to join. This information should be transparent. https://burn-lakeoswegowest.avidbase.com/forms/membership-cancellation And a copy of the cancellation form should be emailed to customers after it is filled out.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unethical business practices regarding trying to cancel membership. After not being able to use the gym for several months due to a health issue, I submitted in writing a request to cancel and was given the runaround. I then filled out and signed their cancellation form, and continued to be charged for services I wasn't using. I submitted it again, and was told they will not refund despite not using the services, and having requested a cancellation for several months. I have now had to cancel my CC card to stop payment and take measures to contact the BBB to try and get reimbursed. From reading other reviews, it sounds like I'm not the only one they unethically take money from.

  Business response

  11/08/2022

  Annelie - 

   

  Your account has been refunded, so I'm unsure why there is a complaint. I'm sorry that you feel as though you were getting the run around, we truly do our best to communicate with our members. we communicated timely with you and gave you your requested refund. 

  Customer response

  11/08/2022

   
  Better Business Bureau:
  
  When I filed this complaint, I did not have the information that Burn Boot Camp would refund me. We had emailed back and forth over the course of 2 months, all while continuing to get charged. I appreciate the refund. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩