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:12/20/2023

  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.

  We apologize for any inconvenience as it is never our intention to have any memberships go into collections status. We made several attempts to reach out regarding a past due balance but were unsuccessful in reaching Jaren. The only contact attempt was him asking about being 15 and being able to work out on his own. Any 15 year old can use the facility without supervision as long as the conditions of the legal guardian signing at point of sale are met. I do not have any logged contacts regarding his intent to terminate as he would have been directed to our support page for ease of termination. When Jaren joined, he joined online in essence forging an online consent form from a legal guardian. This is why the account was debited. I will reach out to our compliance team to see if, with this forgery of adult consent, he would be eligible for a reimbursement as I do not believe he would be. Please allow me to look into this a little further and get back to you. We once again apologize for any inconvenience with this account. Have a great day and I will be in touch soon On Mon, Dec 18, 2023 at 10:44?AM O2 Fitness wrote: This message was submitted through the website. Please follow up with Craig directly. Name: Craig ******** Email: ***************. Preferred Club Location: Charleston - West Ashley Topic: Membership Status Message: I'm writing because a grandson received a collection letter from Aldous & Assoc, Holliday Utah for $252 as of 11/30/23. In a call to the debt collector where they were informed the individual Jaren ******** is a minor whereupon they "removed" the account (ref 3360424). Further investigation revealed 02 Fitness debited his Navy Federal Credit Union account for $49 on July 15 2023, more than 2 months before his 16th birthday. There were multiple attempts to debit his account as he was trying to call and cancel the membership. Consider this an attempt to retrieve his funds without legal action.

  Business Response

  Date: 12/20/2023

  Member joined via our online portal. Upon checkout this member agreed to the TERMS and CONDITIONS of our agreement stating that he was of age to enter into a membership agreement. After a few months, the account began to run arrears. We made several attempts to contact Jaren with no response. All of our accounts are turned over to collections after 3 months of delinquency.

  When we first heard from Craig, we made an attempt to reach out to clarify (see original complaint). We received no response to that before this filing. Member's account has been removed from our collections partners. 

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:
  Jaren really didn't care about the $49, he doesn't and has never been in the gym. The problem I have is teaching him financial management. He, at 15 was just taught a lesson...like a whole lot of folks who sign up for "trial" membership and forget to cancel or think it will just go away and it doesn't. The initial O2 response was he committed fraud by using his "parent". The site doesn't ask for any parental info. Yes and I pointed it out to him, it does say you must be 18, but no age verification criteria. The fact is they were aware he was 15 by virtue of phone contact. Problem is, they sent it to collections and having worked a couple of decades in the collection/finance world, I know this could come back and bite him in the future via the second and tertiary collection industry. O2 can pull the account in writing and provide evidence and refund him the $49. The question is why didn't they just cancel the account after the first attempted draft?
  Sincerely,
  
  Craig ********

• Initial Complaint

  Date:10/07/2022

  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.

  O2 Fitness closed 4 locations and according to their representative are "Working diligently to process refunds." I was told originally it would take 3-6 months, which is somewhat high but I can understand and work with that. To date, I have still not received a refund and it has now been 7 months. I have emailed asking for status updates and the answer is always "Not yet." For some reason they can give an ETA on any refund. Which doesn't make sense because I would hope there is some structure to their refund process, like refunding in batches based on last name or dollar amount of the refund. Those of us who paid for the year are being punished because this company decided to close locations in a short time frame and did not have a plan in place to make sure refunds went out in a timely manner. Not everyone paid for a full year but by the amount of time that has passed it's almost like there is one person hand writing checks. 7 months and still no refund is unreasonable, and the excuse of "We closed several locations" is not acceptable when it has been over half a year.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/10) */ We greatly apologize for what feels like a lengthy delay in **** receiving his requested refund. His statements are accurate as they represent our communications throughout the past few months. I continue to assure him that we are working as diligently as possible to accommodate the significant number of requests but again I respect that this does not quell ****'s concern. I can only promise him that I will let him know the moment I see his request has been processed as I have been doing with all former members in his same position. Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This doesn't "feel" like a lengthy delay, 7 months IS a lengthy delay. Especially for a gym membership refund. There is still no mention of a time frame or an estimated date, just "at some point" I'll receive my money back. If the situation were reversed, and it took me 7 months to pay for my membership, I'm pretty sure it would have simply been canceled. This company has my money and is not providing the service I paid for and I'm supposed to accept that instead of 3-6 months to get a refund it is now 7 months to an unknown amount of time? That is incredibly unreasonable and unprofessional. My next step will be to pursue legal action. Business Response /* (4000, 9, 2022/10/12) */ **** and I had the opportunity to talk via phone tonight. While I don't have an exact answer / timeframe for him, we did have a very nice conversation and came to an understanding together. I hope to be talking to him again very soon to confirm his refund being processed and on the way to him.

• Initial Complaint

  Date:07/21/2022

  Type:Sales and Advertising 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 husband signed up for a yearly membership. However, the gym closed before the year was completed. We have at least four months that we paid for up front and they have not refunded our money. We are not alone in this issue. Everyone who enrolled in the gym has not received their money back. They closed on March 6, 2022. It has been over 4 months and we all keep getting the line of we are working through issuing funds back. How can they be working through it and not one person has received their money yet?

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/21) */ Mrs. ******** is not incorrect in stating that it has been 4 months since the unfortunate closure of our Daniel Island location. We are continuing to work through the significant number of refund requests with closing 4 locations in a two week time period. I assure Mr. ******** that his request is among them. As I have done with all of the members thus far, I will personally let them know the moment that is it processed and sent to ensure they know when to expect it. I have left a voicemail for the ******** family and look forward to talking with them further if they'd like.

• Initial Complaint

  Date:07/19/2022

  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.

  This is ridiculous! I have waited patiently for my refund for YOU DECIDING TO CLOSE THE GYM in moncks corner. I was a loyal customer and actually enjoyed my time at O2...but then this how you decide to repay your customers, by requiring us to break our backs to get a refund that you promised. I want my refund or I am escalating this issue to my lawyer. I suggest paying the refund or it will cost you alot more in legal fees. I expect an answer ASAP.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/19) */ ****** and I had the opportunity to talk at length this morning. I explained the full situation as it relates to his respective refund (and those of our former Moncks Corner members). We are extremely thankful for ******'s patience throughout this time and are thankful to report that ****** will be receiving his requested refund within the week.

• Initial Complaint

  Date:06/28/2022

  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.

  My husband and I purchased a year-long membership to O2 fitness (Daniel Island location) on December 3, 2021 for a total of $898 ($499 for the first membership, then $399 for the subsequent membership). On February 7, 2022, I was notified via email that the location on Daniel Island would be closing on March 6, 2022. We were given the option to transfer our membership to another O2 location, or receive a refund for the unused months on our membership. I submitted the form to request a refund on 2/8/22, and also reached out to the manager via email to find out how the refund would be processed. I was told that the refund would be processed "as soon as possible" back to the original method of payment, which was our American Express Card. On 2/18/22, I received an email from the same general manager asking to confirm our address, as they would be mailing refunds in the form of a check. I responded to the email, and the manager confirmed receipt. On 3/8/22 (two days after the closure of the gym), I followed up to obtain details about when the refund would be processed. I was told that they began processing refunds, and they would be mailed out within 30 days of processing. I followed up on 4/12/22, and was told that due to the volume of refunds that needed to be processed, ours had not been done yet. I followed up again on 5/9/22, this time with a regional VP, and received a similar response. I followed up again on 6/3/22, and was told that they were still working through the list of requests by processing "a batch every other week." I followed up again on 6/27/22, and was told that they are continuing to send out the refund in "batches," and that due to the number of gym locations that were closed, they are delayed in getting the refunds out. I still do not know the full amount of what I am owed (I anticipate the refund being in the range of $620), or have a date by which I can expect to receive this refund, and it has been nearly 4 months since the closure.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/28) */ We had the opportunity to speak with *****'s sister, ******, yesterday as well as detailed emailed communication with ***** directly. ***** and her husband's refunds will be in the amount of $370.23 and $296.03 (also confirmed via call yesterday). We greatly thank ***** and her family for their patience as we work to have this resolved just as quickly as possible for them. While these refunds are not warranted based on terms set forth by the SC fitness agreement(s), we are certainly trying to do what we feel is right while also apologizing for what feels like a lengthy process for our former members.

• Initial Complaint

  Date:06/21/2022

  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.

  Me and my wife re-joined the O2 fitness center in Moncks Corner SC in December of 2021, we were notified the center would close on February 23, 2022. I am trying to get a reimbursement on my wife's fee, mine was paid by my health insurance. Since they have no way to contact anyone at their home office, I have had communication with ***** ******* at the James Island SC. unit. He has assured me they would start refunding sometime in March 2022 and it could take 30-to-60 days to receive the refund. It now over the sixty-day period and still no refund. I have tried to get an answer on when the time frame of 30-to-60-day period started. The only response I have been able to get is, that my wife's name is on the list and will get a refund of $265.77. My wife's name listed with them is **** (**** ) *****. Email Address- *********@gmail.com. Thanks, with any help on this matter ******* *****

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/21) */ We thank the ***** family for their patience as we work to have this resolved just as quickly as possible for them (specifically ****'s refund). As a company, we had to close 4 locations within a 2 week time period so it is taking us some time to work through the significant number of requests. The ***** family is correct, the refund is being processed for $265.77 and again, just as soon as possible. Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to be able to accept the reply, however I have experienced this same scenario before when a fitness center closed down in North Charleston, SC. Each time I contacted them I would get the same answer as O2 is giving. After about 6 months I quit trying and never received a refund. I assume the longer they wait to respond is a way to wear you down and eventually you will give up. Thanks for the help in this matter ******* ***** Business Response /* (4000, 9, 2022/06/24) */ We are doing everything possible to ensure that all refunds are being sent out by the end of the summer. That being said, I will do what I can to expedite the ***** family's refund. I wholly understand and respect that they have concern based on previous experience but O2Fitness will be refunding them the money as promised.

• Initial Complaint

  Date:06/16/2022

  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.

  I paid for a full gym membership of 18 months on 01/25/2022 with my credit card. We were told a week or so after that the gym was closing and the last day was 02/23/22. They provided information to fill out via email for a refund. I filled the form out twice and submitted it. I've also called customer service # in NC and let several voice mails. I have spoken to two different ladies. Also received a voice mail from someone. All saying that I would have a check in the mail and to check back again if I haven't received it by June. Well it's June 15th, 2022. I feel like this business doesn't plan to refund me at all.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/06/16) */ Ms. ****** will absolutely receive her requested refund. Our Finance Team is diligently working through the significant number of requests as we closed 4 locations within a 2 week timeframe. We are sending out a batch of checks every other week until all of the requests have been processed. We thank Ms. ****** for her patience as we work to have this resolved just as quickly as possible for her. Consumer Response /* (3000, 7, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't seem to figure out why it is taking 4 months to return someone's money. Not every member of the gym paid in full even if they did close four locations.

• Initial Complaint

  Date:05/02/2022

  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.

  I paid o2 fitness $300 in full Nov. 2021 for 18 month contract in Moncks Corner S.C. January was informed they were closing the Moncks Corner gym February 23 2022. Was to fill out reimbursement forms on line if desired. Which I did. Have contacted ******* ( o2 Reimbursement contact ) Via Email, messaging, and phone calls. 1st response in March was " we have 30 days from closing date to start reimbursing. In April after reaching out, I was informed via text message ( OH we haven't started cutting checks yet but when we do, i will be sure that yours is one of the first.) Had heard nothing for a few weeks. After trying to reach out to Mellissa by phone,which is next to impossible. She returned my call after talking to a North Carolina o2 site. ******* informed me that they have " thousands " of reimbursement checks to write. And I would have to wait my turn. ******* then informed me she could not guess when I will be reimbursed, while acknowledging I do have $200+ owed me. I am asking to be reimbursed + penalty for dishonest practices.

  Business Response

  Date: 05/17/2022

  Business Response /* (1000, 5, 2022/05/02) */ Our Finance team is diligently working through the list of refund inquiries. It seems there is some confusion and/or misquoting and/or the team member mentioned here can be reached via any O2 location. ***** will certainly be refunded. We are unable to provide an exact timeframe but we thank ***** for his patience during this time.