Complaints

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:01/29/2024

  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 contract with Anytime Fitness requires me to sign a cancellation feel in person. I cannot get anyone to pick up the phone or email me back to get a copy of said cancellation form or when someone is available for me to sign it. I have left multiple voicemails and tried emailing. No one will respond.

  Business Response

  Date: 02/20/2024

  Anytime Fitness 
  1312 Pittsburgh St Cheswick, PA 15024 
  February 14, 2024 
  Better Business Bureau 
  520 East Main St, Suite 100 Carnegie, PA 15106 
  

  To Whom It May Concern: 
  

  This letter is in reference to ID ******** ********* ******** 

  
  To whom it may concern: 

  
  *** ******** has entered a complaint against Anytime Fitness Cheswick. *** ******** has claimed that she "cannot get anyone to pick up the phone or email back regarding cancellation." *** ******** did leave multiple voicemails and emails after staffed hours on a Thursday, and over the weekend Friday, Saturday, and Sunday during unstaffed hours. We are a 24-hour fitness center for members to utilize the facility 24 hours a day. We are, however like most businesses, unable to respond to requests during unstaffed hours over the weekend. Our manager reached out to her Monday during normal business hours when she came back into the office and resolved her cancellation request. Our staffed hours are posted in the club on the front door, on the office door, and on the Website. We respond to requests within 24 hours during staffed hours. *** ********'s request was handled according to our policy. 
  

  Sandra L. M***** 
  Owner, Anytime Fitness Cheswick 
  

  
  

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service 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 am writing to bring to your attention a concerning situation regarding my membership with Anytime Fitness, located at ********, **. (I have text messages and a timeline if required)When I initially entered into a contract with Anytime Fitness (agreement no. **********,accountability package for 24 months, starting April 4th, 2022, $34.99 bi-weekly payments), a significant factor influencing my decision was the promised provision of an accountability partner. There has been non-performance of the contract on their part. The absence of an accountability partner has hindered my progress and left me in a physically worse state than when I initially joined the gym.In addition to this, my attempts to address these concerns have been further frustrated by the lack of communication from Anytime Fitness. (calls unanswered, noticeable absence of management or staff at the gym to discuss these issues). I finally (after months of non-performance by the gym) decided to stop paying them as it was ********** to constant waste, with the gym not addressing or even hearing any of these issues. Further, I am being harassed by no-reply emails by them regarding dues via one-way communication. This lack of responsiveness, poor management, and unresponsive communication compounds the frustration I have experienced. In light of these circumstances, I have made the decision to cease further payments to Anytime Fitness. I believe that I have exhausted all reasonable avenues for resolution, and the lack of accountability, communication, and the use of one-way emails on their part leaves me with no alternative.I kindly request your intervention to address this matter and ensure that Anytime Fitness ceases further harassment through payment deductions. If this situation persists, I may be compelled to explore legal remedies available to me for breach of contract.Thank you for your attention to this matter.Sincerely,******

  Business Response

  Date: 02/20/2024

  Anytime Fitness 
  1312 Pittsburgh St Cheswick, PA 15024 
  February 14, 2024 
  Better Business Bureau 
  520 East Main St, Suite 100 
  Carnegie, PA 15106 
  

  This letter is in reference to ** ******** ****** ******* 
  

  To whom it may concern: 

  
  *** ****** has stated that we have not provided an accountability partner as promised in our membership agreement. Upon research of the situation, it does appear that we lost direct communication with *** ****** regarding his monthly personal training accountability sessions as a result of staff turnover. We apologize to *** ****** for this loss in communication, however we do not feel that we have heard from *** ****** directly regarding the issue until receiving this letter from the BBB. Our system shows consistent two-way communication with *** ****** from March 2022 to May 2023. The last incoming message we have from *** ****** is from May 29th, stating that he could not make his personal training appointment. His trainer responded to that message regarding rescheduling the appointment on May 30th. We have had some changes in staffing at the club, and we unfortunately as an organization did not reach back out again to reschedule that appointment with a new trainer after the communication on May 30th. This was a lapse in communication on our part. Our club manager, however, has been in the club consistently according to the usual schedule to respond to all member concerns. Upon questioning from administration, she has reported no incoming messages from *** ******, regarding his stated concern, and his reviewed saved text file shows no communication incoming to us since the end of May 2023 with the text regarding cancellation of his existing appointment. There are outgoing messages from the manager on our system regarding club events and automated messages regarding past dues, both of which have not been responded to by *** ******. Our texting system is always a two-way communication, so it is confusing to hear *** ******'s statement that he has repeatedly reached out. It seems that there is some discrepancy with the report to the BBB that *** ****** has attempted to contact us, as we have no evidence of that on our system. At this time, *** ****** has chosen to withdraw his payment for membership, so automated contact from our billing company has occurred since his account is active and delinquent. Now that we are aware of the concern, we are able to attempt to resolve it. We continue to be happy to discuss this with *** ****** and come to a resolution to support his fitness goals in the club. We are willing to waive the past dues and late fees on our end, and set him up moving forward with a new accountability partner under the remainder of his agreement. He can work directly with our manager to get these past dues waived. Our manager will be reaching out to him directly through text, voice, and email, now that we have been made aware of his complaint. We hope to come to a resolution with *** ****** that will fulfill the agreement for the member and the business. 
  

  Sandra L. M***** 
  Owner, Anytime Fitness Cheswick 

  Customer Answer

  Date: 03/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Better Business Bureau,
  I hope this message finds you well. I am writing to further escalate my complaint formally against Anytime Fitness regarding the deplorable handling of my account issues.
  After my first complaint to you, they reached out to me via email. Despite initiating contact and being assured that a manager, Karli, was assigned to my case, I have experienced a complete lack of follow-up communication. Instead, I received an email from their department indicating the initiation of collection proceedings.
  This lack of professionalism and communication is unacceptable, and I believe it necessitates your attention. I have a thorough paper trail documenting all interactions, clearly illustrating the absence of effective resolution from Anytime Fitness management.
  Regrettably, I am compelled to escalate this matter to the Better Business Bureau, seeking your assistance in addressing this situation. If necessary, I am prepared to explore legal avenues to ensure a fair resolution.
  I request your intervention and investigation into this matter. Your support is crucial in holding Anytime Fitness accountable for its actions and in fostering fair and ethical business practices.
  Thank you for your attention to this matter.
  Sincerely,
  ****** ******* ************
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/15/2023

  Type:Order 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.

  Since the end of October 2022 I have been trying to cancel my membership at Anytime Fitness in Cheswick. They claim to offer any time cancelation as a selling point when you sign up but since the first time I had called about it the lady on the phone who said she was the office manager told me I would need to schedule an appointment during her available office hours to sign the paperwork but she did not have availability for me to come in until the next week which was in a new month. This meant I would be charged an additional month for a membership I was no longer using. As they have very limited windows of availability there and I have an hour commute to and from a job where I work 12 hour days that change from week to week, she has repeatedly failed to find an available time for me sign the paperwork and even after I offered to come straight down there (less than a 10 min drive) on a day off that I had called, just to put pen to paper, I was told no accommodation would be made for me. This process has repeated for months whilst they continue to claim I owe money month after month. When I got fed up with getting the same answer I asked to speak to someone else and was told no one else would speak with me. I called another of their locations where I had signed up originally and I had never had any issues, the guy told me he could be available for me to sign the paperwork that day if I could get Cheswick to release my account to them. I called Cheswick, the same girl answered and told me she would not release my account and she does not have availability for me to come in today to sign a piece of paper... SHOCKING!!! I do not know what else to do, this is a nightmare cycle and at this point I just want out but they are making it like pulling teeth.