ComplaintsforPivotal Fitness
Fitness Center
Additional Complaint Information
Customer Complaint:
On 04/12/2011 the BBB Serving Central SC and Charleston contacted this business due to a pattern of complaints concerning contract and cancellation issues. The BBB has received a response, and the company is working to resolve all complaints.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Pivotal sold a membership and gave a "contract" to my son who was a minor. I was not present. Someone else was there. They have a parent/guardian form however they didn't verify that it was his parent or someone with legal custody before selling the membership! I was totally left out of the process. The other party repeatedly called to have the membership on hold which is why the "agreement" was 2 years ago. They never told the other party that cancellation was an option despite those multiple monthly phone calls. My son is not in good health and should have never been signed up without me. They wanted my son's identification when I emailed about cancelling yet they never checked it or anything else when the other party paid. They say the membership was used which is correct. However he last used it in April of 2022. He still had several months left on it (expiration February 2022) because Pivotal kept allowing it to be put on hold. The associate at the front desk also further delayed things by referring me to their third party service, Peak Payment, despite being presented with a copy of the letter from his physician when I came in to cancel. When I contacted that third party as directed by the associate, I was told I had to go back to the gym. Apparently the gym handles medical cancellations. This wasn't disclosed when I originally approached them at the front desk for cancellation. In fact the girl didn't even ask for the doctor's letter or even show it to anyone else when I first talked to her and when I emailed her. This is more than just a medical cancellation. Pivotal should have honored their own policy by checking the status of the parties at sign up and honoring the premise of their own parent/guardian form. I want the seven or eight unused monthly charges refunded to the original method of payment. Pivotal Fitness took advantage of a minor AND the senior citizens that signed him up!Initial Complaint
01/04/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
December 16th, my father was blatantly lied to about renewing both his and my contract. This guy, Nate, who is only visiting the Summerville location to "boost sales" told my father we both needed renewal. My contract was renewed a few months back by the previous manager. With my dad being a loyal client for 15+ years to his trainer, and the amount of money we spend on sessions for our entire family, my renewed membership was included the last time we purchased a session package. This guy knew I was fine because another employee looked up my info later and told me I did have an active membership the entire time. This **** only wanted to increase his sales and didn't care who he was screwing over. I went in to Pivotal the next day to speak to them about this issue, but he conveniently wasn't there. Of course, the new front desk person said she would let him know what was going on, and he would call me. RIGHT! He hasn't contacted me at all. My father went in and the sassy front desk girl basically said I was wrong and we did owe them the money. Well, jokes on you Pivotal, I found the original contract that shows my membership not being up until the middle of 2022. We're not the only one's Nate is ******** over. Another client there informed me that his card was charged for over $900 without his consent by Nate saying he needed more sessions when he had plenty left. I'm sorry, but he does not make those decisions for people. I don't want anything to do with a business that is this sketchy, deceptive, and horrible to their clients! Shame on you Pivotal for letting people like Nate in there to take advantage of your clients!!!Business response
03/01/2022
Business Response /* (1000, 5, 2022/01/04) */ I spoke the member in regards to this on 1/3 as this was for her father needed to renew his membership and he came to front desk and changed card and renewed. Signed agreement. Member has nothing to do with fathers account. Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Member has everything to do with fathers account when they know they're getting screwed over! Sure, I spoke to the **** ripping us off on 1/3 and he informed me he charged my father and mother for a membership, but mine was always included at no cost. MY MOTHER HAD A MEMBERSHIP ALREADY!!! Now, he's just making up stuff to cover the sleezy thing he did. Good riddance Pivotal!Initial Complaint
12/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 6th 2021 I sent an email to Pivotal Fitness in Charleston SC requesting they cancel my gym membership as I had gotten another Job in another state, I was supposed to start my new job the first of August. At some point around mid September I received an email response back from Pivotal Fitness stating that I would need to send a written letter to their corporate office. On October 12th 2021 I sent a written letter the the address given to me. During all this time Pivotal Fitness continued to remove payments from y account - which I left open just to make their payment. In November I finally closed the BANK account in South Carolina thinking that the issue was resolved. On December 3rd 2021 I received another email stating they needed additional documentation. On December 13th 2021 I sent a copy of the original email, the written letter and 2 bills in my name attached to my new address. Pivotal is still insisting that I pay all bills through December 29th when my contact is was to be officially over anyway. They state that I owe $64.95 and I say I do not.Business response
03/01/2022
Business Response /* (1000, 5, 2021/12/17) */ We will be reaching out to member to addressInitial Complaint
12/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
I am a college student that attends college in Virginia Beach, VA. However, I spent last summer in Charleston working and joined this Pivotal Fitness location for the summer. I was told I could do a 5 month membership and cancel at anytime. I joined at the end of May and frequented this location through the first week of August when I had to return to Virginia Beach for school. I called this Pivotal Fitness location and talked to the person over the phone and cancelled my membership. Never once was I told I needed to take further action. I used automatic withdrawal from an account with my parents and they discovered the first week of November that $34.95 was still being taken out each month. I think called back to Pivotal Fitness and was told something different about canceling and that I had to do it in writing and it would not take effect until January. Which is much longer than the 5 month membership I originally signed up for. I would like to get my money back for the months of Sept-Dec...which is $139.80. I feel like the fitness center took advantage of me, especially when I called in August and talked to someone about cancelling and they said they would take care of it all.Business response
12/20/2021
Business Response /* (1000, 5, 2021/12/07) */ We are reviewing the case as a signature is on file agreeing to all terms Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the fitness center in August to cancel my membership and I was told that it would be taken care of at that time. The person I spoke with gave me no further information on what was needed. The fitness center seems to be taking no responsibility for the phone call and looks to be a "she said, he said" sort of situation. The facility can look at their logs and see that I have not visited the facility since the first week of August. At this point, if both of us are pointing the finger at each other, why don't we split the difference since August? That seems to be a fair and equitable resolution.Initial Complaint
08/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid my yearly membership a few months back with my debit card. I just saw where they took another $59 out of my checking account when they told me they wouldn't keep my card information. They are not even supposed to have that information let alone take money out whenever they like. I did not even receive an email explanation. It's like they put it through hoping I wouldn't see it! I wonder how many times they've gotten away with it. This is a large company with many clients but the math is pretty staggering. If they have 10k clients that's almost 600k they just took with no explanation!Business response
09/17/2021
Business Response /* (1000, 8, 2021/09/06) */ I have reached out to **** and waiting a reply back to help him resolve this issue
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
15 total complaints in the last 3 years.
3 complaints closed in the last 12 months.