ComplaintsforATC Fitness

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I began my membership in 12/23. I requested cancellation in ******* 24. They said I needed to pay for February as well. I never received a statement showing what I owed for ******* and February. I will not give them my bank account info for an auto draft, and need to write a check for the two months. Then today, they send a note through a debt collector for ******. The debt collector will not look at my emails unless I print them and mail them to ****. This is nonsense. Send me an accurate bill and I will pay it. I went to the gym one single time in December and never again. It is much to busy for me there.

  Business response

  06/04/2024

  Thank you for your question.  Unfortunately, not putting billing on your account does not cancel your account once we do not receive payment.  Entering and agreeing to the agreement creates an invoice schedule that continues to renew until we receive your 30-day notice to cancel.  Since there were no payments made, I will settle for $76.20.  That is 90 days of payments.  I removed all of the late fees and service charges on the account.  Thank you and we wish you the best.

  Customer response

  06/04/2024

   
  Complaint: 21797364
  
  I am rejecting this response because:

  you can clearly see from the attachments that I asked to have the account closed in January.  
  So Januarys bill plus 30 days is how much?  
  certainly not 3 months bill!?!?!?
  
  Sincerely,
  
  *******************************

  Business response

  06/05/2024

  I apologize for not seeing the attachments.  I see where *** wrote you back and told you they would honor your cancellation.  I will honor your payment of $60.  Please contact ****** and they will take the payment.  I will call ahead and let them know that you will be doing so.  I would like to point out that if you had just followed the email like *** stated, and paid directly to them, then it would have been cancelled and none of this would be necessary. Technically this BBB filing should not have been directed at ATC Fitness.  It should have been directed at *** financial for sending you an email and turning you over to collections.  Have a good one.

  Customer response

  06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  ******************************

  *********, ** 38002

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I demand correction to my credit report,I am not liable for this debt with ATC.I don't have a contract with ******************* to collect on this account. They did not provide me with a original contact of the account as requested.

  Business response

  08/07/2023

  Afternoon.  ************** did in fact have an account with **********************.  I have attached the agreement.  After 90 days of no payment the account was sent to ****** and Associates for collection.  He will now be directed to them to settle payment.  I did look in the notes to see if ************** ever attempted to cancel his membership and I did not see anything pertaining to that.  Again, he just fell behind on payments and after 90 days, it is considered RFC.  Thank you.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint because I was wrongly charged for an additional month. I tried to cancel my membership in July of this year 2023, but the gym will not allow it and is making me hold my membership until September 2023. I had to pay $25.40 for the membership through September even though I want it cancelled this month, my total payment towards my membership for this month was $50.80.

  Business response

  07/13/2023

  Hi, I can help you with the confusion you may be having with the cancellation process.  Our cancellation process has been the same for the last 30 years.  Just like many other fitness centers across the US, our agreement that you enter can be cancelled at any time with a 30-day cancellation notice.  In most cases, during that 30-day period, you will experience one more payment come out of your account.  That is simply what has happened here.  Your normal scheduled draft date is the 6th of each month.  With putting your cancellation in on the 12th of the month, you have already taken care of the payment that would have fallen during your 30 days.  You will not have a payment come out on the 6th of August due to you making that payment on the 12th.  Per your attachment, you had a draft on June 6th to cover ***** July 6th to cover July, and then you paid a payment on July 12th to cover what would have been your last draft on August 6.  I hope this helps.  We wish you luck wherever you end up on your fitness journey.  **** care.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 15, 2022 I called ATC Fitness to let them know that I was cancelling my plan, because I was moving to ************. On December 9th of 2022 I received a notification to update my card information. I told the young man that I had moved and I called last month to cancel. The young man told me that I had to pay for December before I could cancel. I told him that I had already canceled. So, I gave him my card information and he charged me $45.00. I asked him why when the membership was only $15.00. He told me that the the $30.00 was cancelation fee. January I was charged again. February I was charged and I called and a young lady told me that she would cancel it out the system. March and April I was charged so I drove 3 hours to *******, ** and I was told by a young white male that my account had been canceled. Today, May 15th I was charged again and I had my wife call because I am angry and did not want speak to anyone. The manager named ***** (that's what he told her) that my account was active and that I needed to go onto the companies website and submit a 30 day request to cancel membership. She explained to him what I had been told and that NO ONE told me to go on the website and submit a cancelation. He also told me that he trained ALL of his employees there at ATC fitness to tell customers to file a 30 day cancelation request on the companies website. I have lost $120.00 since December 2022 til this day of May 16, 2023 on a service that I asked to be canceled and I not receiving benefits of.

  Business response

  05/17/2023

  Thank you BBB for forwarding this on to our attention.  After going through ******************** notes in the billing system we feel that we have come to a conclusion.  I would like to start by saying that the manager of the ******* location, *****, is correct when he stated that there is a 30 day cancellation process that is put into effect by emailing ******************************************.  Calling into an ATC location and simply stating you want to cancel will not begin that process.  We believe ******************** is aware of this due to prior actions in the past.  In January of 2021 ******************** started the process of cancelling by sending an email in, he then received an email back confirming the cancellation.  However, two days later, he contacted ***, the manager at that time, and told him that in fact he wanted to keep the membership and to stop the cancellation.  Due to ******************** knowing this is the process, as well as him being in good standing with ATC at this time, I cannot issue a refund due to no formal cancellation being put into place.  At this time, I will push a cancellation through and there will be no further due.  We wish him success on his fitness journey down in MS.  Thank you for your business over the years.

  Customer response

  05/17/2023

  I can't except this because the cancelation was supposed to have taken place months ago and load of c*** they feeding you guys is unprofessional. In other words they do owe me and they no they do and will not except nothing less. They are lying. I was always told to call for a cancelation because I tried to do one in house but they don't do it that way and so they gave me a number to call. They are lying and they no it.

  Customer response

  05/18/2023

   
  Date Sent: 5/17/2023 1:16:15 PM
  I can't except this because the cancelation was supposed to have taken place months ago and load of c*** they feeding you guys is unprofessional. In other words they do owe me and they no they do and will not except nothing less. They are lying. I was always told to call for a cancelation because I tried to do one in house but they don't do it that way and so they gave me a number to call. They are lying and they no it.

  Business response

  05/27/2023

  The membership has been cancelled and nothing further is due. The reason there is no refund is due to the correct cancellation procedure not being followed. The reason the procedure is in place is for this exact instance. There must be a paper trail of correspondence so we can correct if there is a mistake. Also, another reason why we do not accept anything over the phone as important as a cancellation. As I stated in the previous response. The customer has gone through the cancellation procedure correctly once before. We thank you for your business and wish you the best on your fitness journey. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As of March 16 2023 I have ATC fitness on my credit report through a debt collector. ATC fitness on ***** and ****** ******* *********. I feel I should not be held liable for a mistake the manager at the store made. The collection service is now trying to get me to pay $113. I asked how to cancel my membership. I did exactly what the manager told me to and filling out the forms online. I called the debt collector and they informed me that I should have sent a letter as well as did the online forms to notify I wanted to cancel my membership. I asked twice how to cancel this membership. I feel that it's not right that the people who are supposed to run this establishment give you false information or know so little information about their own company. And because the manager gave me misinformation I have to pay out of my pocket. This is not fair at all and the company should own up to their mistakes.

  Business response

  03/20/2023

  Hi, if you could please attach any documentation of the cancellation to the filing that would help me out tremendously. If there was a mistake made on our part then I am certainly willing to help. If you cancelled by email then you would have received an email back with a time stamp. If you cancelled my myiclubonline, then they would have also sent you a confirmation. Having our customers cancel this way creates a paper trail so we can track things down like this. I look forward to hearing back. Thanks. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up month to month when they waived membership. I paid a year through Covid even though I didn't go there one time during that period. I finally decided to cancel and went to the local gym and turned in my card and closed my account. Several weeks later I get a charge of $42 and the local gym says it is for membership renewal. I explained I closed my account weeks ago but he said there was nothing he could do. So, I went to my bank and made sure they could not withdraw anymore. 3 months go by and I get a call from their corporate saying I need to pay my monthly dues and I explain to this lady I closed this account months ago. At this point I'm thinking ok this is taken care of. Another 3-4 months go by and their corporate calls again saying the same thing. I explain I closed this account at the local gym where I started it and also talked to corporate months ago and told them it had been closed. They turn it over to a collection agency starting I owe $142 which would be the equivalent of 9 1/2 months at $15 per month. I write a letter to the collection agency and tell them these are fraudulent charges because I was not under contract and I closed this account. The whole advertisement the local gym was doing was no contracts and cancel any time and they waived all membership fees. The collection agency has now turned this over on my credit report. This shouldn't happen to anyone. Now I am reading ATC's responses on here saying you have to cancel by certified letter and this is the first any of us has ever heard about this method of cancelling. If you can't do honest business then you don't need to be in business. I can foresee a class action law suit being taken up against ATC because it seems to be something they are doing to more people than just myself.

  Business response

  12/09/2022

  Thank you for reaching out for more clarity on the situation.  You said you had read some past BBB posts.  You may have seen something about a certified letter.  While that is an option, it is not the option we tell customers when they inquire about cancelling.  We have a much easier process than that.  One of those processes does not include cancelling in the club like you stated in your post.  We simply cannot allow cancellations inside the club because there is no way for us to put a time stamp on the cancellation request.  There are two ways we prefer cancellation.  One is a simple email stating you would like to begin the 30-day cancellation process.  You send that directly to our billing company at ******************************************.  The other way is by logging into your personal MyIclubonline.com portal and going thru the cancellation steps on that website.  Both of those avenues are the easiest.  

  The total that the collection agency gave you also has fees in it that the billing company was adding during your time of delinquency.  They are late fees and service charges.  I will be willing to work with you on those charges to get the total down to $45.  To make that happen, I will notify the club that you will be calling and making a $45 dollar payment over the phone.  Once that payment is made, we will call the collection agency and tell them to zero out your account and report it as such.  Thank you for reaching out and I will be contacting your local ATC to let them know you might be calling.  Take care.

  Customer response

  12/10/2022

   
  Complaint: 18546149
  
  I am rejecting this response because:

  Like I stated before I went into the club and cancelled my membership and they did not tell me there was anything further to do. It is not my problem if you have this new policy and do not teach your employees to go by it. I opened my account inside the club and I cancelled it inside the club. I also stopped automatic draft out of my bank account. I did not even use your club one time for over a year while continuing to pay monthly dues because of the silly covid policy you had about wearing mask. Besides cancelling in the club your corporate office called me two different times and I told them both times I had already cancelled the membership and neither time did they mention going to a website or emailing anything to state that I had cancelled. Again, if you have some policy that requires people to go to a certain place to cancel then you need to spend some money educating your employees so they let people know your proper procedures.

  The only right thing to do is wipe the charges off of my account because I did cancel and at that time I did not owe a dime. Also, clear this up with your collection agency and have them take these charges off my credit report. 

  Thank you ,

  *************************

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

  Business response

  12/13/2022

  I will state again that it is not possible to cancel in the club.  Also, it is not a new policy.  We have been in business for 30 years and have never offered for members to cancel inside the club.  I would like to also point out that you signed an agreement.  Not coming in while you are paying doesn't give you credit with the company.  It is stated in more than one place on your agreement how you can cancel the membership.  The reason we are willing to settle with you for $45, is because our delinquency time before you go to a collection agency is 90 days.  90 days x $15 = $45.  I am still willing to do this for you.  The manager of the Christmasville location has been notified and is waiting for your call.  Thank you.

  Customer response

  12/13/2022

   
  Complaint: 18546149
  
  I am rejecting this response because:

  Theres only one way this ends and it will more than likely be in the court room. This is a regular practice of your company taking advantage of the automatic payment system by making it difficult for people to quit. Although you advertised no hassle agreements. You really have no idea how your club managers really signed up people do you? Going by the things you say and all the sales pitch they made its obvious you werent paying attention to this location.  $42 doesnt make or break me , you messed with my credit and now Ill do whatever needs to be done to make sure your company doesnt keep on doing crooked stuff to other people. Im a voice and a very loud one. I surely will not pay some bill I dont owe and will not let your company get away with not closing my account out when I turned in my card and notice. My name is ************************* and you will become very familiar with it. What you are doing has been done before and the company was much larger than yours and they lost the case. Saying and doing almost the exact thing as you are doing.
  There is no need to ever tell the local Mgr that I will be coming in. I will not be paying something I dont owe.

   

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

  Business response

  12/19/2022

  I'm sorry that you feel this way.  My stance during our BBB conversation has been nothing but me trying to be helpful to your situation.  I also do not appreciate the threat.  I have informed you the best way to end this situation.  You signed a very basic agreement that states you will continue the membership until you cancel it.  Nowhere in the agreement, or verbally from an employee, would you have seen that you were able to cancel the agreement inside the club.  We do however, state on the paperwork how you can cancel as well as volunteer that information at any time when a member inquires about how to complete that cancellation.  The reason an employee would not have said they would cancel it inside the club is because they do not even have the clearance to do so.  So again, I'm sorry that you feel this was.  My offer still stands to have you call the club and take care of the situation.  We wish you the best.

  Customer response

  12/27/2022

   
  Complaint: 18546149
  
  I am rejecting this response because: Once again I did cancel in the club and two more times on the phone. Im not the only one this has happened to. Ive heard from a ton of people personally that you have done this same thing to. Trying to say its impossible to do it inside the club is not true. Maybe your employees cant fix it their selves but when they tell you its taken care of and youve turned in your member entrance card then as a customer its done. Its your problem to figure out any problems in deleting a member out of your system but you for sure dont keep on charging people. I have not threatened you I stated the largest gym in the country was doing the same exact methods as you and they lost a class action lawsuit. Your taking advantage of direct payment by claiming members hadnt quit so you can charge additional months member charges. What you are doing is very unprofessional and illegal. Even looking at just complaints on BBB site its obvious youve done this same thing over and over again. Its your busiest time of the year which means all these people may have joined up again but because of you taking advantage of them signing up with direct pay then making it hard to cancel most will never use your company again including myself. I need to receive the original signed paperwork along with a itemized history of all of my payments.

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

  Business response

  01/02/2023

  Here is the image to the agreement.  I would like to refer you to the front page of the agreement where it talks about the cancellation process.  It specifically says "written notice".  You may be able to tell me what you believe the employee said, but I do not agree, and I stand with what the agreement says.  Thank you

• Initial Complaint

  11/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a Senior male employee try to open the door to one of the massage chair rooms during the month of February 2022. This Senior male employee is probably in his 50's. And he vacuums the carpet a lot. When I emailed, ******************************* on March 15, 2022 about this harassment. ******************** would not look at the video by the massage chair rooms. I also email customer service for ATC about my experience. I should be refunded the full amount of my membership. And also, receive a financial settlement for the harassment that I received at ATC ************. One of the employees, ****** told me that the employee that tired to open the massage door on me. That he was a nice employee and probably didn't mean anything by trying to open the massage chair door on me. This situation scared me very much. I had a pain attack in my car. I also had this same employee come up on me while I was on a treadmill. And ask me what my hand fan was. I was watching a video on my cell phone and had ear pods in my ears. I have emails from February 2022 thru April 2022 documenting the harassment that I experience. Also, ATC Fitness ************ only had male employees in the mornings. These employees were constantly going into the ladies locker room to clean. I would walk into the ladies locker room. And a male employee would be in there a lot, cleaning..I have an email from March 15 2022. Begging Mr. ******************************* to help me resolve this issue. Also, letting **************** know about this Senior employee asking me about my hand fan while I was on a treadmill. The same Senior employee who tried to open the door on the massage chair room that I was in.One of the last emails is from and to ****************** Relente. Some of the male staff at ATC told ****************** that I was bi-polar. I am not. I told the staff that I suffer from depression and anxiety. I can get written documentation from my doctor stating so. And also, stating that I am not bi-polar. Just because I would come into the gym and smile and say hi to the staff. Or make some small chit chat with them. Doesn't give the staff the right to try to open a massage chair room door on me. While, I am laying down. Or to get up on my while on a treadmill.I am a 51 year old woman who is a wife and mother. I was just looking for somewhere clean and nice to exercise in my community.

  Business response

  11/22/2022

  BBB, thank you for forwarding this on to us.  We had a discussion back in April with Mrs. **** about her concerns.  All of the ones listed above were addressed with her and we came to a mutual agreement that it would be best for her to continue her fitness journey elsewhere. We also refunded her April dues at that time.  We did an investigation of the actions Mrs. **** brought to our attention. The employee that tried to open the door to the hydro-massage room (that has windows and is not private) did so as a complete mistake.  Not many of our members close the door to the rooms when they are in there. So, when he walked by and tried to open it back up, he did not notice that someone was in there. To address talking to her while she while she was on the treadmill, that it part of his job.  To walk around and make conversation with members to help keep them engaged and if they have any question that can be answered.  As to the male employees cleaning the bathrooms/locker rooms, we put up signs every morning before they enter the room as we also make sure there is no-one in there before they enter.  Again, that is part of their job to make sure those areas are clean and sanitized.  Unfortunately, since this was handled back in April and a refund was already issued for the April payment, there will be no other money refunded.  Thank you. 

  Customer response

  11/22/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: The *** Senior Employee, *****? who tried to open the door to the massage chair room. Admitted to me at the desk that he "shouldn't have done that." As in trying to open the door while I was laying down. And this same Senior Employee said to me, "I just wanted to make sure that the massage setting was ok for me." And laughed. Really! I am not stupid!  Also, if you look at the video again. You will see that employee, *****? stopped and looked at me through the glass door. And then tried to open the door.  I still don't understand why these doors have glass doors on them anyways. The massage chair rooms were supposed to be a place to relax. There is no reason to have those doors to have glass in them to where other gym employees and gym members can see through them. 

  I am not surprised by another email full of lies. This is ATC Fitness way of handling things, lies and more lies. Also, if you check the video and other videos. The time that I was a member of ATC Fitness ************. I never saw anyone go into the massage chair rooms and leave the door open. While, they were laying down relaxing. Also, it is very easy to look at the computer at the front desk. To see what massage chair rooms are in use by gym members.  I don't except this as a reasonable answer to the issues for the massage chair room. ***** was looking for another reason to get up on me. The video by the treadmills needs to be check during the time of my membership. ***** did come right up to the right side of me while on a treadmill. And pointed to my fan. There is video proof of this. 

  When a gym member is watching video on their phone with ear buds in their ears. And not making eye contact with anyone. That isn't the time to walk up on them on a treadmill and ask them what is that? When clearly it is a fan. Or ask any questions. These employee know what they are doing. That isn't being friendly. That is harassment.  I didn't sign any papers to agree this is settled. Refunding me one month of membership for ***** is shameful. For all of the upset and panic attacks that I had. I had two panic attacks in my car in ATC Fitness parking lot. I had to calm myself down to just drive home after being harassed at this gym by *****?.

  I sometimes tell people that I have depression and anxiety to help others. To not be ashamed by it. My mother died 20 years ago the same way that *******************, the country singer did this past summer. I also almost lost my only child to suicide back in 2015. Which, I have documentation to proof these life events.  I am not crazy. I take medication due to these horrible events in my life. I have never put this much detail of my personal life out on social media. And, I shouldn't have to. To get a full refund and money for the harassment that I received while I was at ATC Fitness ************, **. I came to ATC Fitness to try to be in a calmer environment than when I was a member of Lifetime. I never had these issues with the staff. They would smile at me. And leave me alone.  It just got to busy and big at Lifetime for me.

  ATC Fitness male employees will continue to harass and bother female members because the owner refuses to admit and fire these long term employees. ****** should be fired too.  Also, when ATC Fitness ************ was looking for new employees. I find it interesting that they only hire a man.

  This is an example of the good ole boys club behavior in 2022. 

  Business response

  12/01/2022

  I understand that it is tough to share yourself online or in a BBB review that you opened.  I'm sorry that you feel like you had to open this case.  However, I will not apologize for our employee, of multiple years, and a good one at that, for doing his job.  Since you have already mentioned his name, I will continue.  ***** does a great job for ATC, and you are the first person to ever reach out and say anything cross about him.  Which, really, what you said was that he was being a good employee.  When you were talking about him trying to "get up on you", I found that deeply offensive.  Part of his job is to walk around and talk to people on the floor.  I'm 100% confident that the last thing on his mind is to "get up on" the members.  That is a rude statement.  So, again, we gave you back your April payment back when you left, there is zero other dollars coming back to you in any way.  **** care.

  Customer response

  12/01/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: I find what you have said very offensive. You can lie as much as you want. But, the fact is I was harassed by *****. He did try to open the massage chair room door on me. While, I was laying down trying to relax. ***** did look at me through the glass door. It is on video. And ***** said after I was done in the massage chair room that he wanted to make sure that setting was right on the chair for me.

  As I stated before, ****** lied to me when I ask if ***** was the name of this employee. ****** looked me in the face and said, no. That man's name wasn't *****.  I may be the only one who has complained about *****. But, that doesn't' mean that ***** hasn't harassed other members. I saw ***************** up on a young girl one day when I was in the gym. This girl could have been his daughter. She was that young. That is also on video. Just because someone is afraid to say something doesn't mean that it didn't happen. It took me until now to report what happened to me to the BBB. And I am a 51 year old woman. I was afraid to tell what really happened to me at ATC.  I was horrified that I was treated this way. And it will continue to happened since you refuse to admit what happened. Again, there is video proof of these situations happening. You can lie to me. But, you can't lie to God.

  ***** wasn't being friendly. He was harassing me. ***** came up to be from behind me while I was on a treadmill. And point to my fan and asked me what is this? This line of telling your employees to walk around and be friendly is a sorry excuse for their behavior. I find you very offensive and *******. That care more about your Senior male employees. And have young employees like ****** covering up for the Senior male employees behavior. 

  It is common sense to leave gym members alone when they are looking down at their phones.  Listening or watching a video with ear buds in their ears. ATC Fitness is the only gym where employees actually did this to me. 

   

  Business response

  12/02/2022

  Being friendly to our members is not an excuse, it is called customer service.  All of the employees that work for ATC fitness over its 18 locations are expected to give good customer service.  Since you felt that this was intrusive, then maybe we have reached the correct level of a member/gym relationship.  You seem like you are happy elsewhere, and we are ok with that.  When fitness centers create an identity, we know that it may not suit everyone.  That is why there are options for the member to choose what might suit them best.  I want to stress again.  Atc, nor *****, were wrong in any customer service that was given during your time at ATC.  We wish you nothing but the best moving forward.

  Customer response

  12/03/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: ***** should have never tried to opened the door to the massage chair room. That is harassment. That isnt being friendly. ***** coming up on me from behind while I was on a treadmill. To ask me a stupid question, pointing to a fan that I had on the treadmill. And asking me what is this? That is an sorry excuse to bother someone. As I have stated before.  I was looking down at my phone with ear buds in my ears. All of these situations are on video in the gym. However, the owner keeps making sorry excuses for his employees harassment towards me.

  Many people come into a gym to be left alone. To get some time to themselves. I wasnt able to get that time alone at ***. I wanted to come into *** get on a treadmill and zone out. Relax and watch my own programs. I wasnt able to do that. Because, ***** wouldnt stay away from me. Nor, would the Senior employee with the leg brace. 

  When I asked ****** if that employees name was *****. ****** told me no. And I responded, I though that his name was *****. And ****** stood at the front greeting desk and just looked at me. And let me stand there confused. 

  There is definitely documentation on BBB. Where the same written tactics are used when handling these type of situations from the *** owner. Honestly, I find this whole situation very sad. That he cant be man enough to protect the female gym members. And that he is more concerned about his friend and employee, *********** 

   

  Business response

  12/06/2022

  Mrs. ***** We sincerely wish you the best this holiday season. 

  Customer response

  12/06/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: The owner is using his same tactics in avoiding and not owning up to the fact that I was harassed at the ATC fitness gym in ************, **. 
  
  Sincerely,
  
  ***********************

  Business response

  12/06/2022

  Merry Christmas!! 

  Customer response

  12/06/2022

   
  Complaint: 18440270
  
  I am rejecting this response because:  I knew that the owner would send this type of message. This will be the last time that I respond to the ATC Fitness owner. I have better things to do than deal with a liar.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  You are not able to call and cancel, appear in person and cancel, or cancel through their website. I just spent over $30 to send them registered mail, which is what they require to cancel. I am sure they count on the lucrative benefit of making it so inconvenient to cancel that they get a countless number of monthly payments to line their shady pockets. Horrible business model. They deserve a class action lawsuit.

  Business response

  09/28/2022

  Hello. Im not sure where you got your information on how to cancel but your explanation of only being able to complete that with certified mail is incorrect. It clearly states on your agreement that you can in fact cancel your membership online. It is done thru a portal that links your account directly to our billing services. The reason you cannot call or cancel in person is that we need a time stamp of the cancellation and the written approval that you in fact want it cancelled. If you no longer had your agreement to reference this info, we would have gladly given it to you. Thank you for choosing Atc as your fitness provider and we hope that where ever you end up on your fitness journey, that you find what your looking for.  There will be no refund given. 

  Customer response

  09/28/2022

   
  Complaint: 18138975
  
  I am rejecting this response because: I have attached a page that I printed from the *** website that states that the way to cancel is by registered mail. (see 4th line of 1st paragraph).
  
  Sincerely,
  
  ***************************

  Business response

  10/03/2022

  I just want to re-state that certified letter cancellations are only "one" way you can cancel an ATC membership.  We have posted on our website, as well as on the front of our agreement, how to cancel your agreement through email.  We also have a procedure now where you can cancel on www.myiclubonline.com.  We do not have any notes on your account showing where you asked about any of those options.  I'm sorry that you paid that money for the certified mail.  The only thing I can do for you at this time is Zero out your last payment that falls in your 30 day cancellation for you and your wife, and make sure you are cancelled immediately. Thank you for your business.  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my gym membership in the summer of 2020, and despite being given verbal confirmation that the membership was cancelled, I discovered a year later that was not actually the case. When I called to resolve the matter, they had no record of the membership being cancelled, and refused to cancel the account over the phone. I believe I was intentionally mislead and I regret ever doing business with ATC Fitness. I would love to be reimbursed for the membership fees that I clearly didn't use (as I moved to a new city), but I primarily want to warn other consumers that this business acts unethically.

  Business response

  08/31/2022

  Thank you for reaching out to get some clarity.  Nowhere in our cancellation policy does it state that a cancellation can be done verbally or confirmed verbally.  It does however state that a cancellation must be sent in either email form or cancelled through Myiclubonline.com by filling out the correct fields.  The reason those two options are the only ones we use is because it creates a time stamp and proof of the intentions to cancel.  So, at this time I cannot offer you a refund based upon the claim of having a "verbal" confirmation.  I can cancel your account at this time but again, there will be no refund.  Thank you

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I were members of ATC Fitness in *********, **. In February 2020 when COVID was declared a health emergency we went to the facility in Arlington, turned in our tokens and said we were dropping our membership. They said sorry to see you go but we understand. Since then we get periodic letters saying we owe them money and we havent been in the facility since February 2020. My wife has Alzheimers and didnt notice that they are still charging her credit card. Wed like a refund of the charges since February 2020

  Business response

  08/15/2022

  I apologize.  We do not have a *********************** in our system.  Did you happen to sign up using a different first name?

  Customer response

  08/18/2022

   
  Complaint: 17707321
  
  I am rejecting this response because: our names in the *** SYSTEM are *** and *********************. We lived at ********************** in *********,** when we signed up. We turned in our entry tokens and dropped our membership when COVID was declared a National Health Emergency. We have not been in an *** facility since then and we moved to ************ over a year ago. My wife has Alzheimers and I didnt notice until this month that *** has been charging her a monthly fee for over two years. I want a refund for those charges
  
  ****************************/*******************

  Business response

  08/22/2022

  Thank you, I have now located you in our system.  From time to time, we have had people contact us thinking we are the gym they are a member of, but they happen to belong somewhere else.  I have reviewed both accounts and I do not see any notes or documents showing that you or your wife cancelled the memberships using our easy-to-follow cancellation procedures.  Our cancellation procedures state that an email must be sent to ****************************************** or a certified piece of mail be sent to our home office.  The reason for this is so there is a time stamp as well as the actual intent of cancellation.  Unfortunately, just dropping off your key tag does not cancel you from this membership.  Again, another reason for the procedures.  At this time, I am going to be cancelling you and your wife's membership.  However, there will be no issue of a refund. We wish you the best moving forward with your fitness journey.  

  Customer response

  08/22/2022

   
  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. Thanks for helping. 
  
  Sincerely,
  
  ***********************

*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. ↩