ComplaintsforWorkOut Anytime - Bearden

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have not used this gym for a year. A month ago I visited the location and asked to cancel my membership. The employee said she would email information on cancelling the membership. I never received the email. I found their website and filled out a form requesting information about cancelling the membership. I never received any information. I cannot find the original contract. I need help cancelling this contract.

  Business response

  07/11/2024

  On 6/6/24 Mr. ********* came by the gym requesting to cancel his membership.  Before he left the building my employee, Trinity, emailed him the instructions to cancel the membership via our billing company's online portal.  This email went to the email address he provided upon joining last year.  We offer the online portal as an easier alternative to sending a cancellation letter via Certified Mail ...which is the procedure Mr* ********* had agreed to when he signed his membership agreement!

  After receiving the BBB complaint my wife tried calling Mr. ********* and wound up leaving a very detailed message for him regarding the cancellation process in an effort to remedy the situation.  In addition we re-sent (via the email address he provided us during his enrollment) another email with the online cancellation procedure.   Both of the emails we sent were logged in our email Outbox.  We also logged notes of the conversation my employee had with him on 6/6/24 as well as my wife's attempt to reach out to him via phone after receiving the complaint.

  Whether our emails went to his Spam or Junk file we do not know but this complaint process could have been avoided had he only called us when he did not see the email the first time around...

  As of this response Mr. *********** account is in a Pending Cancel status ...which means the process of cancellation is complete.

   

  Kurt *********

  Owner

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  They made unauthorized withdrawals from my checking account $640.00 as I brought to Emily’s attention April 5th and while I was waiting for the refund, another withdrawal came out of my account on May 1st. Emily has been very unprofessional and never returned my call to discuss the second withdrawal. Her response was I thought your trainer updated you. My trainer didn’t know anything. Its May 22 and I still have not received my refund. They also owe me $245.00 for unused PT because my trainer quit, the third trainer to quit in less than a year. I do not want to waste anymore of my time or money getting acquainted with another trainer that will quit after two months of training. Emily, the manager at the Hixson TN location, does not notify PT clients when trainers quit nor does she make arrangements to have another trainer available to work with you. Emily doesn’t mind if you waste your personal time showing up to the gym for a scheduled PT after your trainer quit and they do not call, text or email you (this happened to me twice) If Emily is in the gym and a client ask her about an issue, you can bet your bottom dollar she will not assist you on her personal time. She is a manager with an employee mentality. She does not have the skills of a manager as I’m sure this is why they have such a high turnover of employees and trainers at this gym. Emily discontinued my member ship because I was upset that she did not notify my that my trainer quit before my scheduled PT and I told her I was leaving the Gym at the end of this month. I would also like the remainder of my membership fee for May $17.50. I feel that they owe me a total of $902.50

  Business response

  05/22/2023

  This complaint seems to be regarding the Hixson, TN location.

  Hixson is owned by another Franchisee. The location this complaint has been sent to is on Kingston Pike in Knoxville!  
  Please call me directly once you have corrected this error. 
  Kurt ********

  Customer response

  05/22/2023

  Please accept my apologies. I have not had any experience with Workout Anytime in Knoxville. My experience is with the Hixson location. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  in august i tried to cancel my membership over the phone. the person i talked to said that i could only cancel my membership in person. i returned in October the 6th and went to the store and asked to cancel my membership. they said that I needed to do this online, then proceeded to close it for me. they removed my card from there records and i returned my key. on March 7 th i received a letter from a bill collector for 44.97. i paid the amount to avoid a credit problem.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/17) */ On October 30, 2021 at 1:08pm Mr. R. inquired with the gym about the process necessary to cancel his membership because he said he was moving (this interaction, date and time was logged into our system). In addition to the cancellation procedure detailed in the Membership Agreement he signed when he joined the gym (see attached agreement) we offered him an alternative/easier method that would allow him to cancel online through a portal provided by our billing company, ABC Financial. We emailed those simple instructions to him within minutes of his cancellation inquiry. Contrary to what Mr. R. has said in his complaint we did not cancel his membership that day OR remove his credit card information because he had not yet and still has not completed the cancellation procedure he agreed to. Instead, it appears Mr. R. put a hold on the card he had on file with us for payment (failure to pay the monthly dues draft does not cancel the membership). Beginning on 11/21/21 (the day after his account first went delinquent) and 2/15/22 our billing company attempted to contact Mr. R. approximately 25 times via text, email or phone calls with voice mail. On 12/15/21 Mr. R. opted out of receiving further text messages from our billing company. See the attached communication log from ABC Financial. As a last ditch effort on 2/18/22 at approximately 5:59pm an employee from the gym attempted to contact Mr. R. via phone with no luck but did send him an email making him aware that he had until 2/26/22 to pay his past due balance at the gym before our billing company turned the account over to collections. As a courtesy we waived the Late Fees and Service Charges that had accrued to that point by our billing company. We never hear from Mr. R.... Consumer Response /* (3000, 7, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the business's response because I did not receive emails on how to cancel my month to month payment nor did I put a hold on my card. I had moved out of the Knoxville area in August and intended on canceling at the workout anytime in Cookeville where I had moved. When I walked into their business they explained how they were separately owned and that if I called the one in Knoxville they might make an exception for me and cancel over the phone because I lived far away. I then called the business asking if I could cancel over the phone and they told me they would have to do it in person. I then waited a couple of months until I could make a trip back to Knoxville specifically so I could cancel my card. My parents live in Knoxville so I told them I needed to cancel my membership at the gym next time I was over there. I then walked into their business and told them my intentions of canceling and the interaction took less than five minutes and it included me turning in my card to the gym and asking them if I was good. I was never told I needed a licensed agreement during this interaction or that I could cancel online. They also did not mention that I was not canceled and that they planned to further bill me. I did not receive any emails from them after I thought I had canceled nor did I receive a call from the business telling me that I was not canceled. The card I used with the business was my debit card and later that month I had lost the card while I was out and had to order a new card. I did not realize the business was still attempting to charge my card during this time because I thought I had canceled. The only communication I received was from their 3rd party billing company ABC fitness. I did not know they were working together and when I received a call from this company I blocked them because I thought they were spam callers because at this time I did not have a gym membership. I had no gym card and did not attend any gym during this time. The next call I received was from collections asking me to pay a debt that I had no idea about. I could not afford the collections bill as I am a college student with no income so my family took care of the bill so it would not affect my credit any further. Both communication with collections and their billing company were unpleasant and did not resolve any of my issues. I only had communication with this business after I had left a review on their business voicing my complaints. The business's response was unprofessional, simply asking if I was a member of the gym and not responding to any of the complaints I had voiced. The business owner April also contacted me on my phone twice asking me to take down my google review and asking to take down my complaint here. I have both of her voicemails saved on my phone. This has been the only communication I have had with April the owner. Before my google review I had no communication with the owner or the business. The issue has been ongoing for several months and I was unaware of it for a large amount of time due to their lack of communication on their part. I have checked my email and my phone to see if I had received any communication from them but I could not find what they were talking about. I have received emails from the business but none of them explain how to cancel the membership or that I had unsuccessfully canceled from them. They did not explain to me that they were still counting each month as a missed payment and that they intended on getting more money out of me even though I was not a member at their gym. This business has received extra money from me and my family and still continued to send my debt to collections. I only found out how to cancel the membership through other one star reviews left on the business by other people who had the same issue as myself. The business does not try their best to solve customer complaints, they only make attempts to hide them. Business Response /* (4000, 9, 2022/03/22) */ In the 11 years since we opened this location we have never told any of our members that they need to cancel their membership in person. The reason we don't do this is because upon joining we go over the 30 notice/cancellation procedure, this procedure is detailed in the Membership Agreement. Each new member initials/signs that they understand the cancellation procedure when they join. A copy of the Membership Agreement is emailed to each new member upon the completion of the enrollment process (I attached a copy of Mr. Rundle's signed membership agreement in my initial response to this complaint as well as the call log of all attempts that were made to contact Mr. Rundle WELL BEFORE the account was sent to collections by our billing company). As stated previously (and proven with copies of Communication Logs) we made multiple attempts to reach Mr. Rundle about his account and went out our way with one final email to prevent this situation from occurring. Business Response /* (1000, 11, 2022/03/22) */ ***Document Attached*** See additional attached copies of previous emails to Mr. Rundle.

*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. ↩