ComplaintsforMUV Fitness

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for a gym membership in July 2024 at MUV Fitness on Killian Rd. I recently started working at a business which allows me to fold my membership in with my job so I went to cancel. I called ahead of time to the location to ask if I could cancel and to ask about the cancel fee, I was told that I could cancel and that there was no fee. When I went into the business and spoke to a salesman, I was told I cannot do this. I called a manager and got the same answer. However, I asked MULTIPLE times during my initially sign up process if I could cancel and was repeatedly told by the sales associate that I could. Now I’m being told that I cannot unless I provide proof of some kind of injury or major move. I would not have signed this contract had I been told the truth from the beginning and feel extremely annoyed at being locked into this contract due to the sales person’s misrepresentation. I don’t know if this is a deliberate part of the business model or a miscommunication between staff and management but it feels incredibly predatory to have your salesman offer a cancellable membership that the business never intends to honor.

  Business response

  08/20/2024

  Talked to Manager and Sales Person, both said that they explain the 3 ways to cancel that is listed on contract.  However, we are going to still cancel the membership effective immediately despite this conflicting statements.

  Customer response

  08/20/2024

  
  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

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member at the MUV fitness gym in Lexington from sometime in 2022-July 2023. In July 2023, I signed paperwork to cancel my membership for the following year due to moving out of state to NC. I had already completed the year long contract required by the company, so at this point, I was only paying month to month. I was assured that everything was cancelled, signed electronic documentation on site, and even received confirmation that my CC was no longer on file. Now, in July of 2024, I am receiving a collections notice stating that I owe the business over $242. I never once received a charge to my account during this time and was not notified by MUV fitness of this ongoing bill. Now I am receiving a collections notice that is damaging my credit. After reading the other reviews, it appears that I am not unique in this scenario. MUV fitness is conducting fradulent business and if I had to speculate, is probably hoping people will not argue these claims.

  Business response

  07/16/2024

  Contacted Net Collections to remove from Credit and Credit Reporting.  Looks like a formal employee cancelled membership but never removed the invoices so it kept billing.  This has been corrected and balance is $0.  Net Collections will remove from credit - it could take up to 30 days for it to be updated on the credit reporting.  This was human error and please accept our apologies.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my membership and personal training due to relocation. I am moving out of state, 251 miles away. I have contacted them in person to cancel, sent multiple emails, and faxes to the numbers provided. No one is responding. When I asked in person again, they said the person who can help is out of town. I have submitted all requested documents and forms. I am still being billed. This company is unhelpful and seem to be purposely giving me the run around for no reason. I have everything required to cancel. I do not trust that the company will handle this.

  Business response

  07/01/2024

  Just checked the system and it looks like this has been cancelled as requested by ***** ********.

  Customer response

  07/02/2024

  
  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

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my relocation paperwork to ********@muvsc.com on June 4th, but I haven't heard back yet. Since I need to give a 30-day notice, I'm concerned that my email hasn't been acknowledged. My 30-day notice period would end on July 4th. Please cancel my membership, I'm no long in south Carolina

  Business response

  06/11/2024

  Information was received on 6/4/2024 by Mr. ******** and was cancelled as requested for move.

  Business response

  06/24/2024

  Sorry thought someone responded to this.  This membership was cancelled on 6/4 when received by the club with a 30 day notice of receipt of cancellation.  Membership has been cancelled and no further payments are due.

   

  John R. S*********, MBA

  Chief Financial Officer

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good Afternoon, per our conversation here are supporting documents of the request I made to have my membership paused by Manager Dan of the Sandhills Forum Drive MUV Fitness South Carolina location on September 20th 2023 as I stated he was extremely rude and told me he would not pause my membership unless I came into the location even after telling him I was in pain from my auto accident etc. and out of state . I even offered to send documents from my auto accident (Phoenix Arizona police report urgent care docs etc.) and he refused to do anything unless I came in person. At that point I asked for the number to corporate and he refused & instead gave me the number to another Columbia , SC location in Irmo. After speaking to the Irmo location they gave me the number to the SC corporate office I attempted to reach corporate a few times with no luck was only able to reach voicemail. As I stated I left voicemails but did not hear back from anyone so then I googled the national MUV number & found (509)467-1500 however that number is to Spokane, Washington the young lady at the Spokane location was very helpful and stated she would reach out to one of the higher ups in that region to get in contact with someone in South Carolina because she couldn't see my membership in the system. During this call the young lady also informed me that pausing my membership should have been a very simple over the phone transaction & that what Dan told me was improper. As I stated I never wanted to cancel my membership but simply pause it until my health improved also at the advisement of my lawyer HOWEVER as of today MUV fitness has placed a collection on my credit report for $739 I have never had a collection for anything and to have it on my credit due to horrible customer service is really disheartening MUV FITNESS PLEASE FIX THIS MATTER

  Business response

  06/10/2024

  When we freeze a membership, our policy is payments don’t stop but we extend time to cover missed time.  However, because past management handled this inappropriate, we have contacted the collection company to remove it from his credit.  As of 6/5 when we got the complaint, they have started that process to get it off ********** and they let current us know that it takes 30-45 days for ********** to update on credit report. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I realized the fitness center has confined to charge me for several months after my contract expired. They did not mail me any info and did not get my permission to continue charging me. I contacted the gym and was told they would offer me a “courtesy” and cancel without continuing to charge for 30 days, but they have continued to charge.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Greetings, Please see the attached detailed statement. Also, my checking account is being drafted $16.99 every two weeks so the charges are double to the original contract of $16.99 per month. Thank you, Mrs. ** ** *********

  Business response

  05/20/2024

  Since we are unable to talk with former employee, Mrs. ********* has been cancelled effective immediately.  She will receive 2 refunds totaling all she has paid to date:

   

  $49.00 for downpayment Enrollment Fee pd on 4/4/2024 processed by us

  $89.97 for biweekly dues (4/18 $16.99, 5/2 $16.99, 5/16 $16.99) + enhancement fee (5/19 $39.00) processed by our billing company to date  

   

  John R. S*********, MBA

  Chief Financial Officer

  Customer response

  05/24/2024

  Greetings, 

  I accept the offer since I already informed MUV Fitness of all the charges.  I wanted to be transparent, which is the right thing to do.  I appreciate the matter being resolved.  

   

  Kindest Regards, 

  ** ** *********, MA, CC

  Dr. *********, 2024

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I moved out of state at the end of December 2023. I informed MUV fitness of this and they told me to send an email to get the membership cancelled. I sent an email. They still kept pulling money from my account. I called them several times. They told me it was resolved. Still kept pulling money out of my account. I email multiple times. They still kept pulling money out of my account. My mother went and talked to someone directly and they person stated they resolved the issue and no more money would be pulled out and that it looked like MUV actually owed me money. Guess what. They still kept trying to pull money out. I want this stopped immediatetly and all the money they pulled from my Bank account in 2024 returned. Which is approximately $100 or more

  Business response

  03/28/2024

  I do see a note on 1/26/24 about a cancellation request. You are in contract so we would need proof of relocation. I am attaching a copy of your contract and the cancellation policy for relocation. Please complete the cancellation form and send back with one of the types of proof listed on the form. I will be happy to back date to the original request date or based on the proof once It is received.

  Business response

  04/06/2024

  Thank you for the attachments. I have canceled your membership. Also, I have emailed ABC to refund all drafts from 2/6/24 - 4/5/24. You should this back in your account within 7 - 10 business days.

  Customer response

  04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I requested cancellation either at the end of December of 2023 in person. I moved to Kentucky at the end of December 2023. Starting in early January of 2024. I have made several phone calls to MUV fitness. My mother went there in person, due to I live in Kentucky. Same run around. Desk clerk looked it up. Said it should have been cancelled a long time previously and that money was owed back and that he would take care of it. Even after that money was pulled from my account. Trying to get my membership cancelled due to the move per the contract has been very painful. It is not my fault no one provided me with the correct information on how to get this membership cancelled. Lack of information that only benefited MUV fitness. 

  My check stub that an attached clearly shows me actively working in Kentucky on 1-11-2024. Why would you only refund the membership fees from February 2024? Why are you still trying to take money away from me? I want due pulled out of my account at any time in 2024 refunded. 

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/10/24 I joined MUV Fitness for their water aerobics. I am a senior citizen with a back deformity from osteoarthritis. I asked the young clerk the rate if I joined under my son's membership. She was not certain but responded about $35 which would be automatically debited. Nothing more was said, and I assumed this was a monthly amount. My bank account was then automatically debited $38.99 on 1/22, on 2/5, and on 2/20. I called the Fitness Center and inquired on all the payments especially since I am a senior citizen on fixed income. I was told I must pay twice monthly and that the contract is binding for a year. No One told me about this payment procedure, nor is it on the form I signed. On 2/22 my bank account was debited another $39. My bank account is now in the red.

  Business response

  03/05/2024

  Hello, I am attaching a copy of the contract that you signed. Please let me know if you have any questions. We do draft bi-weekly. 

   

  Respectfully, 

   

  Karen B****

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: Just for the record, I was never aware of or received a copy of this contract, so I was not aware of the multiple monthly payments or the binding nature of the contract for at least one year. I therefore thought the Customer Service Form I signed on 1/10/24 was the contract. The social security number and signature on the contract are not mine, but the person who opened the account apparently as a "gift." Unfortunately, I'm forced into a position to make these payments, though I don't have the income to support them.
  
  Sincerely,
  
  ******** **************

  Business response

  03/08/2024

  I am showing your signature on this contract. Also, the contract was emailed to you on 1/10/24. I am attaching a copy of all documents. I do not show a customer service form that you mentioned.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm not liable with this debt with M u v Fitness Columbiana point.I do not have a contract with NetCollections LLC They did not provide me with the original contract as requested.

  Business response

  02/14/2024

  Hello, 

  I am attaching a copy of your signed contract. I did notice that the last name was input incorrectly but your signature does reflect the correct last name.

  Respectfully,

   

  Karen B****

*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. ↩