ComplaintsforPivotal Fitness

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed up for what I thought was going to be a trial membership at a gym and was informed later that the paper I signed tied me into a 12 month contract. This gym is in the opposite direction and not close to my work and so I decided that it wasn’t going to work out for me. When I tried to cancel, they said there was nothing I could do and that I was locked in. I also called their corporate office and received the same information saying that I signed the paper so that I was locked in for 12 months. I was told upon signing that it was a 12 month contract that I could not get out of. I thought that I could cancel anytime. I don’t think it’s fair that I have to pay for something for 12 months that I will never use.. I think it’s really sad that gyms get away with trapping people in membership contracts. I would like help in getting this membership canceled.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Called over 2 months ago to cancel my membership and never recieved a call back. Now I owe more money even though I requested the cancellation months ago. You cant reach their billing department services to contest the fees as they use a 3rd party service.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Pivotal Fitness is trying to collect late fees on am account that my father opened for me years ago when I was 12-14 years old. I wasn't even old enough to sign up without parental permission, or attend the gym on my own. It is ridiculous to make me responsible for something that I wasn't responsible enough to do myself.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had a membership at the Taylors Pivotal Fitness. I moved about 45 minutes aways from the area. When I called to cancel my membership, because I had moved, the man told me it would be taken care of because of miles. I then had a woman call me over and over to tell me I was pass due on payments. I communicated to her that I canceled my membership. She said I still needed to give a card number. I will not pay what she asked simply because I did not use the gym and could not use the gym because of how far I am.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I reached out to pivotal fitness to cancel my membership as I moved out of state. I was directed to peak payments where I submitted my application for cancellation. They asked for a reason as to why I was canceling to which I responded that I moved out of state. I received no response from them after that. My contract was set to expire October 11, 2022. I have been continuously charged every month since.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In August of 2022 the gym changed locations and took away access to space and equipment that was previously included in the membership fees. When it was time to renew my membership at the end of September, the manager Nate approached me. I informed him that I would not be renewing because I no longer had access to the part of the gym and the equipment that I had been using the past two years. He asked what it would take to have me say, I told him access to the new "Forge" room which is where they moved the equipment that members no longer had access to. I gave him an idea of allowing paying members to have a key fob that gave them access to that training room. He said he would ask the owners and get back to me. A few days later he said they were on board and it had been approved. From there I agreed to renew my contract with them for 18 months at an increased price (my previous membership cost $140 for 13 months and the new membership went up to $780 for 18 months) to have access to the room. The month of October went by and no access to the room came to light. I asked Nate about it, he promised November 1st. On January 3rd, there was still no access. No one reached out to me to let me know that access to that room was never going to happen and no one offered to refund me the money. I reached out to Nate via email and was told he would call me and he never did, I sent another email requesting a refund or further action would be taken, still no refund or confirmation of refund.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a two year membership with Pivotal Fitness in the summer of 2019. In May of 2020 I canceled my membership with Pivotal Fitness due to Covid virus risk. I have a signed release from them regarding this. The credit card that was used to pay for monthly fees was my wife's and after confirming it was not being charged by Pivotal Fitness I stopped checking. However, in review of our Amex account I see that Pivotal Fitness started charging our credit card again shortly after this and have continued to charge a monthly fee until today! I have not been in the gym since 2020 yet they charged me monthly fees this entire time without giving me notice! I left many messages with the company but no one responded. I was forced to put a block of our card regarding the charge. Then, finally I got a response from them requesting payment. I explained the situation to them and they said they the person who signed the release from contract was no longer with the company and that release I have from Pivotal was not valid. I asked why they continued to charge me even after the two year contract had expired and they told me that the membership goes month to month after the contract expires. I have checked emails and mail and find no notice that my membership had expired or notice that it would be continued to be charged at the same rate (or any rate) month to month. I sent them a letter to cancel my member ship and was told I would have to pay the months ahead of August and September until I could cancel. I have been ripped off for over $1000 dollars and am very upset. I am a doctor and have actually recommended patient to the gym in the past. I didn't know what a scam operation they are running, but I will make it know to the community

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */ please have member submit cancelation form that he would of been provided as well as any communication to show proof of cancelation and we wmould be happy to assist Consumer Response /* (3000, 7, 2022/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have submitted a copy of the agreement to the the gym but have received no response from them. I get daily notifications both by email and phone for payment and the payment amount increases for some reason each day. I want to file a formal complaint with a local source and perhaps contact the local news regarding this fraud. Should I contact my attorney as well? Business Response /* (4000, 9, 2022/08/15) */ In members response they have supplied the requested form per their contract for cancelation. If they can not provide this information I'm unable to refund. The only thing I can do in this case to send them to ************* for them to formally submit a cancelation via a ticket for proof purposes but member would be responsible for past due fees. I'd be happy to waive the late charges if member agrees to payment.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to pivotal to cancel my membership. I was instructed to contact PeakPayments to do so. After reviewing the cancellation terms, I contacted Peak Payments to cancel my contract. I have the email from Peak stating when my membership would effectively end, and when my last charge would be. I have been billed for 2 months after that last charge, with more to come I assume. I contacted PeakPayments and spoke for over an hour. The last charge they have for me is the correct final charge, meaning I must be getting charged directly by Pivotal, although I am no longer a member. I have called each location over a dozen times with no answer, and all of the voicemail inboxes are full. I have reached out to one of the social media accounts with no response. Absolutely terrible practice of business.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/27) */ My response to this would be is this member paying for an additional person to work out? That would be the only reason they would still be charged

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On Dec. 29, 2020 , I sent a form to pivotal fitness requesting that my membership be cancelled due to my leaving the area for work. This was not done and I was charged a monthly membership through July 2021. I have requested a refund multiple times and resent the cancellation form a year later. I have an email chain with the regional manager, **** *****, with responses stating he is working on it, but no refund. I am now not getting responses from the regional manager and I have called the corporate office, however they referred me to Mr. *****.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/24) */ I have received his most recent follow up as of this morning and we are reviewing. If member would like to upload proof of cancellation form filled out that would expedite this process Consumer Response /* (3000, 7, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will upload the cancellation form Business Response /* (4000, 12, 2022/03/31) */ Per our contract it states member must provide proof of relocation as of date of cancel. Member was asked to provide valid proof and do not. We canceled in August 2021 out courtesy. If member can provide proof of move as the contract states of 25 miles or greater with a date of February we would be more than happy to assist Consumer Response /* (4200, 14, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) ****** ***** lives and Works in New York . I will submit tax information from our residence in New Rochelle, NY. Hopefully this will satisfy your requirements for proof of moving greater than 25 miles away. This would have been nice to have been asked for 2 years ago when the request was made.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received an email from Pivotal regarding a 30-day residential pass for the Knightsville location (attached for reference). In Nov 2021, I went to pivotal to redeem and their employee seemed clueless to what pass I was referring to. I showed him the email with the redemption code, but he told me he was having issues with the computer. I was told that he could honor the pass by "working his magic" by adding in a Black Friday deal that would allow me additional days to the free trial. contract attached for ease of reference. I agreed to the 3-month contract with the expectation that the annual fee would be exempt (which it was) and the first few months would be free. That was 11/29/21 (term ends in February). I was told I'd need to still sign the contract just for liability/safety purposes and to gain access to the app. I was told to opt to not have the agreement automatically renewed to avoid being charged past the term (2/2022), hence my initials next to "I DO NOT choose to have this contract automatically renewed on a month-to-month basis at the expiration of the specified initial term". To my surprise, there is also an initial next to agreement of automatic renewal. Upon further examination, there is a notable difference in the initials/signature; especially, the initials next to the "agreement to renew" and the computerized (X). I believe that it was forged. Also, next to the table with the listed fees. Member services have stated twice that I am contracted to paying another month (4/15/22) and my membership will not be canceled until May. They are suggesting that the computerized (X) and date that were both not typed in by me are conveniently trumping the noted initials next to the declination of automatic renewal. I question validity and sustainability of a contract with conflicting "initials". I have not used any of their facilities since 12/27/21. I am requesting not to be charged in 4/22 and a refund for $138.90 (Jan/feb membership and enhancement)

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/18) */ Unfortunately member has signed agreement and no refund would be applicable. The only thing I'm able to do is cancel account immediately with no further charges.

*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. ↩