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:11/20/2023

  Type:Product 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.

  Cancelled due to staff harassment, they would not let me keep my gym bag with me while other members at the gym had their bags. I complained to the manager ****** and he said I needed to "call ******." I called ****** and I asked front desk to see him. Staff at the front desk said he was at lunch, even though it was 4pm EST. I went to the front desk again and asked them to cancel and to give me my money back since I was just charged that morning. Front desk processed the cancellation (attached), rolled their eyes at me, and said to wait for ****** to call me back. He never did. All of this took place September 22, 2023. I have never returned to the gym and no one has called or emailed me about a refund.

  Business Response

  Date: 12/11/2023

  Hello - There are signs on the fitness floor about the bags not being allowed on the floor. This has become an increasing issue and major tripping hazard. Staff does mention it to members because of the issues that they cause. Member complained and was confrontational with our staff regarding the rule. Member was initially in a 12 month commitment agreement, but due to the issue - our staff allowed the member out of her agreement early and cancelled her contract. This wouldn't cause for a refund since letting her out of her contract was already a consideration made to her and if held to that she also would have had a 30 day notice as well - which is listed on the signed cancel form as 10/17. Essentially the staff just let her out of the agreement and counted her 9/17 dues count as her last (and only) payment of the 12 month contract. Attached is a sign from the fitness floor and the signed cancel form. We don't have an employee named ******, so I'm not sure who the member was speaking about there. Below is a note from the staff on the member's account - 

  ************************ 09/22/2023 04:21 PM Member came by and complained that she was told by the trainers that she couldn't bring her bag with her for her workouts. I let her know that it is one of our general rules for the fitness floor. And we cannot make an exception for her because we would have to make an exception for everyone else as well.

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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.

  Started with my son on November of 2022 to try the center. The new member manager (*************************), explained the options for registering (I was wanting to sign up for the 30day free trial which really isn't free because there is a fee associated with it). I ended up signing for a membership & didn't realize that there was a cancellation fee (this was only listed in the multiple pages of the disclosure notices/the manager didn't forewarn me). After speaking with the general manager (*********************************), I cancelled my membership & payed the penalty. The fitness center is still charging me for membership dues.

  Business Response

  Date: 04/24/2023

  There are signatures on the contracts. After the member requested to cancel, the manager did call and explain that the cancellation options were medical/moving options, not just due to the lack of use - he explained he was not using the club due to refinishing his basement. While the member states that the cancellation "penalty" was paid, there is no record of any cancellation fees being paid - just the discussion with the GM. The GM attempted to call back again about this procedure and the member picked up and hung up on her twice. Until proper documentation is received and a cancel fee paid, a membership would not be cancelled or let out of contract.

• Initial Complaint

  Date:09/16/2022

  Type:Order 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 signed up unknowingly for a 12 month membership when I meant to signup for only 1-2 months during the summer time. I am back to college, have access to other fitness facilities at school and so want to cancel my membership at the AFC Fitness. The facility is not letting me cancel without a $100 charge. The facility has already charged me $45 initiation fee and expect me to pay $45 per month for the next 12 months.

  Business Response

  Date: 10/07/2022

  Hello ******************,

  
  

  I am responding to Complaint ID ********.

  
  

  This member states that she signed up unknowingly for the 12 month membership, but our membership contracts do state how long they are for and how many payments are required to fulfill them. The cancellation that was offered to the member is the one in the contract. Attached is the signed contract. Claimant has used the facility and should be held to the contract that was signed.