ComplaintsforSnap Fitness

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a member of Elements Gym in Gresham, ****** when the quit paying utilities and unnotified closed their doors. On their front door was a letter stating that they had "sold" our information to Snap Fitness-Gresham. We had also been verbally told this via a Personal Trainer. Upon return to ****** from vacation I immediately went to Snap Fitness on 11/29/22. I was given false information by the staff on the phone and by that days staff member. The female owner came out and agreed the staff had provided mis-information. I completed a termination that the Owner told staff and me would immediately go into effect no fees approved or would be charged. 3 days later we were charged. I called until Owner came back from out of town, she apologized. Agreed to immediately process credit and that no charges would be charged to their UN-approved possession of our credit card information. However, 12/30/22 we have pending charges again against that card and no refund showing anywhere(pending no approved). Even during published hours of staff I have repeatedly gone to voicemail with no-answer

  Business response

  01/23/2023

  Re; ****************

  1. No payment of utilities at Elements gym is hearsay. 

  2. Elements owner sent a detailed email to all members who had email on file. 

  3. Sign on front door of Elements gym stated potential date of closure, and that memberships were Transferred to Snap Fitness. Membership agreement states that membership can be transferred to another facility within 6 mile radius. No member financial information was accessible by any Snap Fitness staff/manager/Owner.

  4. Information from personal trainers is hearsay.

  5. If the staff at Snap Fitness gave any (false) information, it was due to confusion of what was actually happening, and my lack of clear communication with them as Owner of Snap Fitness. Which I apologized to **************** for in person. 

  6. Termination was processed after **************** signed the cancellation form and a request that pending charges be stopped via ***.

  7. Request to *** for refund of ****************** dues that were paid was initiated after she signed the cancellation form in club. Unfortunately, Snap Fitness has no control over the timeliness of the transaction.

  8. Refund in the amount of $34.99 was processed on 12/30/22

   

  -*******************, Owner Snap Fitness

   

*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. ↩