ComplaintsforPhysiq Fitness

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Aug 2022, I signed up for a monthly gym membership. In December, some medical issues prevented the use of a gym. I called to ask about canceling my membership or pausing it until I couldnt return/use the gym. I was told I could not cancel unless I went to the gym; when I explained it was not an option, I could not go to the gym. (If you can't walk, you can't cancel) I was told they could pause the membership. I received a call a week ago from the manager; I explained I had tried to cancel and explained the situation of being unable to use the facility, and the gym staff said I could not cancel unless I went into the facility, which was impossible. He said the gym had different management, things were a mess, and to send him an email explaining I couldnt use the gym for medical reasons and request it be canceled. I sent the email. I received a response from the manager asking me to send him messages between myself and my doctor or for my dr to write him a letter explaining my medical issues. The contract I signed does not state I must provide a drs note or any documentation (I have it, but I dont think the gym manager needs to poke his nose in my medical records) The membership was month to month, not a long-term contract; the contract I signed says under 1.4 Adjustments, unavailability, death, disability clause. If the facility is no longer fully operational, and a similar facility operated by Physiq is not located within a 10-mile radius of the facility, or if the member is unable to make use of the facilities or services because of death or disability, fees will be prorated as of the date of unavailability death or disability and physiq, will refund unused fees and terminate this agreement. The contract does not state I must provide the manager with medical documentation, messages between myself and the dr, or hospital bills/letters to cancel a monthly membership. Being told you can't cancel unless you come in is ridiculous when you can't walk.

  Business response

  08/14/2023

  Hi ********

  I am sorry to hear this process has been so frustrating. I see the membership was cancelled as of August 2nd. A payment came out after when it should have not. A refund was set up for $44.99 on August 10th. That refund takes 3 to 5 business' days so it should be back on your card this week. I agree with you that you do not need to show medical records for a cancellation of a membership. I believe our assistant manager was confused about a member having a doctor note to cancel personal training. I will use this situation to better train that team member. Was the refund you had asked about in this report the $44.99? Thank you for any additional information and once again I am sorry for your experience. 

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

  Operations Manager

  Physiq Fitness

  Customer response

  08/15/2023

   
  Complaint: 20410433
  
  I am rejecting this response because:
  My membership was not canceled in January as requested because of a disability preventing me from utilizing the facility, but instead, I was forced to continue paying because of my inability to go into the facility to cancel the membership; I feel the payments should be refunded back to the January date when I first contacted the gym and notified them of the condition that was preventing me from utilizing the facility and requested the cancellation until I could use the facility. No one should be forced to pay for a gym membership because they can not physically walk into the facility to cancel. It took almost two weeks of being harassed for medical documents (7/20 - 8/2) before I had no choice but to file a complaint with the BBB. It should not take a complaint to the BBB for membership to finally be canceled. 

  Sincerely,
  *******************************

  Business response

  08/15/2023

  Hi ********

  Looking at the notes you talked with a team member in the club on the 30th of January. After that point a freeze of 90 days was put in for February, March, and April. A draft came out for *** and June dues . I set those drafts up to refund today. *** is who had been in communication with you before and had set up the other refund for you. The membership remains cancelled as I had said before. *** had taken care of that before we received this complaint through the BBB. Again we are sorry for the frustration caused and I have used the situation to educate our assistant club manager.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2023 I signed up for a gym membership that was set at $25 a month with no enrollment fee. Later in July of 2023 I got a charge for $75 dollars with no warning. I believe that others are being charged fraudulently as this is not the first time this has happened to me.

  Business response

  07/19/2023

  Hi ******

  Once a year each member has a annual facility fee. This is money used to repair the club, equipment, or buy new equipment. In that one month of year you have the annual facility fee of $49.99 and your normal dues of $24.99 for a total of $74.98. It looks like you signed up online so maybe you missed that part. I will set up the refund and cancel your membership. You should have the $74.98 back in 3 to 5 business' days. We are sorry for the frustration this has caused you but know that every member that Physiq Fitness has a annual facility fee each year.

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

  Operations Manager

  Physiq Fitness

  Customer response

  07/21/2023

   
  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

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told that I was signing my wife *************************** up for a 3 month contract for a physical trainer for *****. I ended up paying 34 payments of 160 dollars totaling ***** dollars. They claim that their contracts are auto renewing. They NEVER said anything of the sort when I signed up. I want ***** back that they stole from my credit card.

  Business response

  06/16/2023

  For your records, I have included copies of ********* training agreement and emails to the client. As you will see, ******* signed her agreement on 2/24/22, agreeing to 4 sessions per month at a bi-weekly billing schedule of $160.00 for 6 months (not 3), totaling $2,080.00. After the agreed term, the agreement stated that it would roll over to a month-to-month agreement, which could be canceled at any time with 30 days' notice.
  
  The down payment was made on the day of the agreement, and the 6-month bi-weekly term payments were scheduled to start on March 1, 2022. The initial term payments would end at the end of September and roll over to month-to-month starting in October, requiring 30 days' notice to cancel.
  
  Since the agreement was for 6 months and no cancellation was received, I emailed the client and informed them that I will backdate the personal training cancellation request to 9/30/22 (the end of the agreed term) and end the agreement effectively in November 2022 (30 days after the month-to-month period would have started). This would fulfill the 6-month agreement and the one month of month-to-month. I also informed them that normally, sessions expire 3 months after the payment date, but we will also roll back 3 months of sessions (12 total sessions) that the client can use with one of our trainers or gift to someone else. However, I did mention that these sessions will expire as of October 31, 2023.

  Unfortunately, I am unsure of where they are getting the 3 month contact information at, our business has never offered 3 month contracts and we have a signed agreement that clearly states both the 6 month term, the total payments of the term (prior to the agreed upon roll over to month to month). Again, we want to make this right and are willing to do  the following but need the client to get back to us.

  1. We will backdate your personal training cancellation.
  2. We will reopen 12 expired training sessions for use between now and 10/31/2023. ******* would need to work with a trainer to schedule these. 
  3. We will refunded for all personal training payments made between 11/1/2023 and today's date, totaling $2,400.00.

   

  Business response

  06/16/2023

  For your records, I have included copies of ********* training agreement and emails to the client. As you will see, ******* signed her agreement on 2/24/22, agreeing to 4 sessions per month at a bi-weekly billing schedule of $160.00 for 6 months (not 3), totaling $2,080.00. After the agreed term, the agreement stated that it would roll over to a month-to-month agreement, which could be canceled at any time with 30 days' notice.
  
  The down payment was made on the day of the agreement, and the 6-month bi-weekly term payments were scheduled to start on March 1, 2022. The initial term payments would end at the end of September and roll over to month-to-month starting in October, requiring 30 days' notice to cancel.
  
  Since the agreement was for 6 months and no cancellation was received, I emailed the client and informed them that I will backdate the personal training cancellation request to 9/30/22 (the end of the agreed term) and end the agreement effectively in November 2022 (30 days after the month-to-month period would have started). This would fulfill the 6-month agreement and the one month of month-to-month. I also informed them that normally, sessions expire 3 months after the payment date, but we will also roll back 3 months of sessions (12 total sessions) that the client can use with one of our trainers or gift to someone else. However, I did mention that these sessions will expire as of October 31, 2023.

  Unfortunately, I am unsure of where they are getting the 3 month contact information at, our business has never offered 3 month contracts and we have a signed agreement that clearly states both the 6 month term, the total payments of the term (prior to the agreed upon roll over to month to month). Again, we want to make this right and are willing to do  the following but need the client to get back to us.

  1. We will backdate your personal training cancellation.
  2. We will reopen 12 expired training sessions for use between now and 10/31/2023. ******* would need to work with a trainer to schedule these. 
  3. We will refunded for all personal training payments made between 11/1/2023 and today's date, totaling $2,400.00.

   

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago my granddaughter asked for one year subscription ti these people for Christmas. I went over and paid for one year as a gift and told them to get rid of my bank card as this was the only time it would be used. They charge my card for a month and I called them and they refunded my money. Well my granddaughter got a bill for 260 dollars from an attorney for collection. I went over to their business and ask them about it. They said she didnt pay so they turned it over. Mind you she has never been in and only used about three guarters of the year I paid for. They said they kept charging her because she didnt cancel. I said then why didnt you send her a bill. We dont deserve that. I did ask him that she didnt join I gave her a gift therefore you cant charge her. I think this is a rip off that they dont even contact her before turning it over. Why should someone have to come in to cancel. I think it should be against the law to do this to people without a notice of any kind.

  Business response

  04/13/2023

  Hi *****.

  I would like to help you with this situation. Can you tell me your grand daughters name so I can look up the account? All of our membership do require you sign a cancellation form to cancel. I am sorry this has been frustrating for you but I belive I can help if you can provide a little more information. Thank you.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I have been around osha and safety rules for 20+ years being with a high rise window cleaner- and running a sizzor lift within the machines as people are using them, to clean the rafters-- no division of space, no letting people know what's going on, just driving the machine around like it's a thing they should do, when it rains, the area that the drinks are mixed in? They get dripped in by whatever comes from the roof-- when they don't notice I tell them about it and they MIGHT move things around- when they moved equipment in and out...? Zero closure to do the big move, have people working out in the middle of it all- no safety to hold onto the equipment if it fell over... I suggest a lot to them they ignore me-- this-- they asked me to leave when I recorded the video- and then I got attacked byone of their people with nasty remarks as I canceled my services with them-- so bad the manager needed called and a meeting was derrived because I told them they are unsafe ...

  Business response

  01/25/2023

  Hi *********

  We are sorry for your bad experience with us. Our goal is to always keep the building open as much as possible during repairs or equipment deliveries. We want to provide the service our customers depend on as consistently as possible. I am sorry if during these repairs such as using a scissor lift in the building you felt we were on safe. I can bring up these concerns at our next manager meeting to see where we can learn from the past in order to change for the future. I realize you probably did not need a response but I wanted to thank you for bringing this to my attention.

   

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrote a review already yesterday but didnt quite finish. I will def work with you guys with the collections balance. I would really just like this removed off my credit score. It already hit and now Im paying for it. I am looking to buy home for my family in the near future and this really put a damper on it. I really hope we can work with each other regarding this matter.

  Business response

  08/30/2022

  ********

  I responded to your first BBB complaint but will make sure to communicate in this one as well. I have emailed our collections company to get your account removed and will let you know once that has been done. Then we can work together to get this account settled. Thank you for your patience as we go through these steps.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined a little over 2 years ago and was told it was a one year membership I would be getting charged for every month. I hardly used the gym considering every time I would go it was quite packed. After a year I was still being charged and I was still paying even though I wasnt going at all. Not really sure why I was still being charged and all this going on during Covid Going forward About a few months ago I got a letter as well from an **************** just like a lot of the rest of these people on here and am now paying for it. Went straight to collections and now my credit score dropped dramatically and Im super upset about it! Im eventually going to buy a house, so I really hope there is some way to fix this.

  Business response

  08/30/2022

  Hi ********

  I can help with your situation. Members can get a lower cost per month for a membership if they commit for a year. At the end of that year the membership goes to month to month meaning you can give your 30 days notice any time you want. It is set up this way as many members want to stay with us for several years and we do not expect them to sign a new contract every year. The membership stopped drafting most likely due to a new debit card so we emailed you on January 4th and February 24th to see how we could help get you caught up. On March 26th the account went to collections who contacted you. Like ***** emailed you on August 29th we can get rid of all the late fees but first I will contact the collections company to have you removed and then we can move forward from there.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been to the gym several times, spoken to ****** , tried to cancel the membership. They tell us they can not figure out why they are charging me the fees because nobody by any name is using any membership so they are charging me every month but refuse to tell my why. Have several calls to ****** also have text message and sent emails to her to show her we are being charged but they can not tell me why. She guaranteed that it would not happen in August but still got a charge on my CC. We have sent emails to cancel, went in person to cancel, called , still being charged. Just want the charges to stop but they keep telling me they can not tell why they are charging my cc.

  Business response

  08/23/2022

  Hi ********

  Sounds like you talked to ****** later in the day. The drafts continued to happen due to ************************* who also had a Basic membership. That membership is cancelled now and a refund was set up for June * August for a total of $30. You should see that refund in 5 business days. The error on our part was that ******* last name was spelled wrong in the system when he was put in as a member. Each membership has to be cancelled as they are not connected. We are sorry for the frustration that was caused and that it took us so long to figure out the second account.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the mail saying I owe Physiq Fitness $115. The letter was from the office of ******************* attorneys at law. They are being used as a hired company to collect the debt I owe Physiq Fitness. I believe I cancelled my member with them, a year and a half ago. I have not been getting any notifications in my bank statements regarding that Ive been making ANY monthly payments to them. Ive gone through my savings and checking account and I did not find one payment. So HOW would I owe them money if it clearly shows that I am no longer a member? During Covid I was never there and had to find work and struggle to pay my other bills. I believe this is a mistake and I cant owe this company $115. My location for this gym is ******, ******.

  Business response

  07/22/2022

  Hello ********

  I see that your membership was cancelled November 5th of 2020. Then on June 28th of *************************************************************************** ****. The membership was in good standing all the way up to February 28th of 2022 when the card started to be declined. Your last visit to the club was October 5th of 2021. Normally we try to stop members in the club to let them know they are behind in payments. Before going to collections a email was sent to you on The 16th of June before being sent to collections.

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

  Operations Manager

  Physiq Fitness

  Customer response

  07/24/2022

   
  Complaint: 17595387
  
  I am rejecting this response because: there was no effort in communication to inform me of this ****. If you / the company knew I had a fee going up when I stopped attending the gym, then why didnt you try to call / email / mail letters out to my residence? The company had my email and phone number as I put in on my application. If only there was better communication before receiving a mailed letter from an ***************** I am pretty stressed / irritated with this situation. There were ways to try and reach me but there was no effort in your end. Why should I be penalized if I havent attended the gym in almost a year. Again my bank statements show there no withdrawals and/or payments for the gym. 
  Sincerely,
  
  *****************************

  Business response

  07/29/2022

  Hi ********

  I can contact collections to have the account pulled back so we can work with you directly. For the lack of communication I do apologize and feel we can meet you in the middle. Gym memberships are based on the ability to use not how much or how little you come in. Our hope is that every member uses the gym to get the full value of what they paid but that is not the case for all of our members.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined Physiq Fitness in Albany in May 2018 was going good till Covid hit. I had noticed that they were debiting my checking account even though I wasn't using it after a couple months of not being able to use the gym I had stop depositing money into the account. In August of 2020 I had emailed **** twice asking him to pleases cancele my membership due to not being able to use the gym because of Covid and I got no response what so ever from him. September of 2020 both my husband and I have had walked into the gym asking to cancel my membership and they told us that we had to pay $2,000 to cancel. We had told them that i wasn't going to be able to pay the $2,000 due to my losing my job because of Covid and she proceeded to tell us that there was nothing she could do and that we needed to pay the $2,000. In Jan 2021 I got a collection notice saying that I owed $174.00, I called the collection agency and after trying to explain the situation they just hung up on me. I then received a collection notice from a law firm tell me that I owe the $174. They then called me September of ***************************************************************************************************************************** that I was going to hit my credit score till I paid them. All I'm asking is just for this to be taken off so that it's not hitting my credit. I have paid up to the time that Covid hit and I feel that I should have to pay monies for something that I can't use.Thank you,

  Business response

  04/08/2022

  Hi *******

  I am not sure were the number of $2,000 came from in the past but those employees you talked to no longer work for us. I have emailed the collections company to have the account closed and removed from your credit report in the next 30 days due to our error. I know our communication during COVID was not the best as it was a situation we could not have predicted. I do want to take this stress off your plate and thank you for your time with us as a member.

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

  Operations Manager

  Physiq Fitness

  Customer response

  04/08/2022

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfied.
  I really appreciate ***** taking care of this quickly.
  
  
  *************************

*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. ↩