ComplaintsforTruFit Athletic Clubs - Madison
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Complaint Details
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Initial Complaint
08/09/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
TruFit Madison has breached our contract by failing to deliver the services we initially agreed upon. My agreement was Id receive weekly 30 minute personal training. Several of the classes I signed up for were either canceled at the last minute or did not occur at all due to the absence of their staff. The personal trainer I had has not worked at the gym for a month, yet Ive been charged for sessions that were never provided. It wasnt until I went in to cancel my membershiptwo weeks after my last sessionthat they even attempted to reassign me a trainer.The PT manager told me Id have to reach out to their District manager. I provided him with extensive documentation detailing these breaches, including emails, screenshots of canceled classes, and notes on missed sessions. My intention was to follow the contracts cancellation process and terminate my agreement due to these breaches and relocation now. However, despite my efforts, *** has insisted that I continue with their services, disregarding the evidence I provided.Following the contracts specified cancellation procedure, I sent a certified letter to the gym, which is listed to end the agreement. However, *** later informed me that I needed to email him the cancellation details, a requirement not mentioned in the original contract. I discovered that an address provided in the contract for cancellations is non-mailable by both **** and *** The DM offered to credit me for the classes I missed, but that would entail continuing to pay for services there. I was not provided with a copy of the contract at signing, which is another violation of the agreement's terms. The first time I received a copy was long after signing, and only after I requested it from ***.Given these ongoing issues and abuse *** requested cancellation at this gym that consistently fails to honor its contractual obligations and picks and chooses when the contract applies and when it doesnt.Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was injured in a fall (not at a TruFit location) on July 1st. The initial X-ray did not show much but they feared I had a torn meniscus and MCL. ** wrote a note explaining I could not train. TruFit placed my training with a trainer on hold for 1 month. Once it was confirmed my MCL was torn, my ** again wrote another note explaining that the training had to be suspended indefinitely due to this injury. Guess that wasnt good enough for them to cancel so I am on another 90 day freeze. The responses Ive received are as follows: **************** unfortunately your cancellation has been denied due to the doctor's note not having specific time frame. I can honor up to 90 days freeze, you can provide other doctors note around the end of the freeze if needs to proceed longer if so, we will either freeze or cancel depending on doctor note.Everyone on this planet knows MCL injuries are not date specific and can take a significant time to heal. My ** did not provide a date, nor will he, as healing times, surgical recovery and therapy are different for every person. This is also specified in the note given to TruFit, yet they refuse to cancel. Email chain available, if necessary. Very, very frustrated with the handling of this and I feel TruFit needs to honor my request. If you signed up for the training, think twice bc if youre injured, they make it an act of congress to cancel it.Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Trufit has continuously charged my card $15 for an error that was caused their own system. The system would not allow for removal of credit card information which allowed/caused the company to charge the incorrect card. Although the payment was made on the due date the $15 was still charged more than one month. Request for the $15 to be refunded have been denied.Initial Complaint
05/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have requested on multiple occasions for a refund to be processed for $54.63. This amount was charged on May 3,2024 to the card associated with an account cancelled on March 21, 2024. I was told this charge was for the yearly fee associated with the membership. I was also charged $30 for the month of April, 2024 and $10 for opening the account. I would like to report this business and receive a refund for $54.63.Business response
06/03/2024
A refund was processed via paper check due to the account used upon signup no longer being active. Customer will receive refund check in the mail.Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I joined TruFit January 13, 2023 prior to the grand opening. They did not open until August, 2024. Due to health reasons I am unable to work out at the gym but I did go 3 different times but paid my membership hoping for days that would allow me to work out. I finally decided to cancel my membership on April 3 . I was charged on April 2 my monthly fee of $21.85. I thought it was fine and it was to cancel my membership until I was billed again on May 2 for$21.85. I called and emailed and they said I could continue using the gym through May and refused to refund my $21.85. Im not asking for any of the months that I was billed for in total $273.03 just want a refund for **** I was told my billing starts on the 1st of each month but Im always billed during the first week. I was billed January 15 August 2 September 5 October 2 November 2 December 4 January 2 February 2 March 4 April 2 May 1 and the one and only time I was billed the 1st of the month May 1 which is the confusion leading to extreme frustration. They advertise no commitments. I planned on rejoining after my 2 surgeries that Im having but I will look into other options now.
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Customer Complaints Summary
6 total complaints in the last 3 years.
6 complaints closed in the last 12 months.