ComplaintsforTruFit Athletic Clubs - Sunland Mall
Fitness Center
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Complaint Details
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Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
on 11/20/23 while visiting ******* for thanksgiving I visited TruFit and signed up for a membership so I would have gym access while visiting for the holidays. I was told to pay the first month at $1 and the second month at $36. They would then auto-cancel my account on 1/20/24 so I never would have to even worry about it.Something happened with my card being declined and I didn't know about it. Fast forward to today and they left my account open and it's accumulated $140+ in charges. I have paid TruFit $52.81 to date and they are requesting an additional $****** to process my cancelation. If I don't pay before 2/20/24 they will tack on another $36 charge and late fee. Destiny one of the managers promised to look into it. She was helpful and nice but unfortunately she could not assist and had to enforce the business' criminal policy to consider these charges valid. I live 600+ miles away from this business, used it a few times during the holidays and have not been back since November. The refusal to cancel my account and extortion of more money has left me dumbfounded. As of 2/6/24 my account is still active. On 2/8/24 I paid the remaining balance of ****** As of 2/9/24 my account is finally canceled.Something happened with my card being declined and I didn't know about it. Fast forward to today and they left my account open and it's accumulated $140+ in charges. I have paid TruFit $52.81 to date and they are requesting an additional $89.85 to process my cancelation. If I don't pay before 2/20/24 they will tack on another $36 charge and late fee.I live 600+ miles away from this business, I only visited 3-4 times during the holidays and have not been back since November. The refusal to cancel my account and extortion of more money has left me dumbfounded. The only resolution acceptable to me at this point would be for the business to do the right thing and refund me the additional money I was forced to pay.agreement number: **********Customer response
03/08/2024
The only response I received was from the business replying to my ****** review. No effort was made to to rectify my situation.Initial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
this company take advance of soldiers that are in the area for deployment. i have left ******* ** and stop using this gym since december 2022, i have sent several email to cancel membership and also spoken to rude supervisor that stated the have cancel my membership, but still continue to get charge 28$ every month, they have ignored my request several times.Initial Complaint
11/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was charged fees and dues for another members account. Front desk employee and management acknowledged their mistake but have been unwilling to issue a refund. The charge was on Oct 25, 2023.Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I filed a complaint (******) on April 2, 2023. This is a follow up to that file. In my original complaint, I described Tru Fit's failure to cancel my membership at my request. They continued to charge a monthly membership fee for three months after my initial request ( January 2023) and even after my call to their location to stop charging me (March 24, 2023). I had to have our banking institute stop the charges and issue a chargeback to Tru Fit. I have not heard from you (BBB) or Tru Fit regarding my original BBB complaint. However, now they are trying to collect monies from me and still refusing to stop. I tried calling their number and was transferred only to get voicemail.Initial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I canceled my gym membership on December 23rd, 2022 signed paperwork and have photo copies of signed paperwork. I was then charged $53.04 on January 27th, 2023, and to this day I am still getting charged $18.39 for my membership fee. Management has said that they were under a different management back then and they were not processing cancellation paperwork correctly. I have called TruFit a total of 6 times since December and have not gotten a straight answer as to why I have not been refunded or an update at all.Initial Complaint
03/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I signed up to TruFit gym to help with my cholesterol and chronic anxiety! I was misinformed of some services, and I request a refund on the purchase I made by mistake. 1 month later I received nothing and spoke to a ** and advices me they cant find the paperwork that they will call me. Another month passed and nothing happened. Spoke to a different ** because the one before is no longer there. New ** mentioned theres nothing he can do accept double my training service. After my training I enjoyed it and decided to sign up for classes. The ** advices me is was going to be $155 for 18 weeks, 2 times a week. I brought my friends to join me after a few sessions Ive completed. ** explained the same info to my friend in front of both of us. Time passes by and I got hit with a $2000+ from the gym. I contact the **, said h*** speak to finance department. Said they cant do nothing. Spoke to the account manager. Still cant do nothing. Emailed the district manager, and still they didnt do nothing. Their response was, since I signed, theres nothing they can do since it is a signed document! Regardless of the misinformation provided to my friend and I, who were not told that the payments will be Bi-weekly and not for a full 18 week session. I heard his offer TWICE and not once did he mention biweekly payments! They are not informing customers properly, leaving out sensitive information that needs to be addressed, and binding them into a contract that isnt what they were promised!Initial Complaint
03/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I got a NON-Contract membership with them, and they lied to me about the horrendous amount of fees I am being charged. I have requested to cancel since 4 months ago and they refuse to cancel my "NON-Contract" membership. YES. NO CONTRACT, yet they refuse to close my account and refuse to stop trying to take random amounts from my credit card account. This business does not provide receipts and is essentially trying to "steal" from my with random credit card charged when we signed to terminate our membership over 4 months ago.Customer response
03/10/2023
I need them to cancel my membership and stop trying to take money from my credit card.Initial Complaint
03/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I canceled my membership back in January and they keep charging me and never really cancelled it. I went in February and ask them and they said it was cancelled no more payments. Its march 6 and I went today and they charged me another month. No one can give am answer and its a recurring scam from this Gym. See the reviews and all the people they steal from. I called my bank and reported them. No one gives me an answer to refund the 2 months charged. You cannot trust such a fraud business with your bank accoUnt. I just want the charges stopped and my money refunded. They have to stop stealing from cancelled members. Please help me to spread awareness of this fraud gym. I added pictures of the blurry cancelation in January. They wouldnt even give me a copy. Other members say the same. They tell you to take a picture just in case something goes wrong with the cancellation. I know why now.Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This business will NOT let you cancel a supposed NO CONTRACT membership with the gym! I started my FREE TRIAL week the second week of December 2022. I decided this gym was not a good fit for me because it was so far of a drive.I called and spoke to a representative named ***** who said I could EMAIL the business and CANCEL during my free trial week and NOT get charged the $35.00 monthly fee. I sent the email on 12/16/2022 wirh a cancelation of 12/13/2022. On the 25th of December I was still charged ! I called again and was told I was ***** charged and to resend the email and I'd get my refund in 10 days. Still no refund drill no cancelation.I called again and sent emails again on the 26th, 27th, and 28th to the manager and called several times saying I'd get my refund in a few days and that the manager would contact me. STILL NO CONTACT. STILL NO CANCELLATION. STILL NO REFUND.As of today Jan 13th ********************************************************************************************* I spoke with the billing department and told them that I am NOT paying the bill vecause I have been trying to get this membership canceled for a month now ans nobody has contacted me or canceled and I have filed a dispute and investigation with the bank. I am not the only one who complains of this happening to then. On their ******** page there are several complaints of this happening to several people. This business and their billing department and membership team needs ro be investigated. They are trying to refuse cancelations and continue charging people until we as customers change our bilking information to srop it bwcauze emails and calls dknt work and then they want ro try to submit for creditors !!!Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
08/21 - Signed up for a gym membership with **** and *******. On 08/21/21, I took my partner to try the free pass as offered by **** and *******. He opted against joining, and I informed **** and ******* it would solely be me on the account. On 8/19/21, I received the correct billing of $32.83; then, my rate went up to $56.26 monthly with an annual fee of $106.09 on 10/18/21. These charges were NOT the agreement. I left numerous notes at the front desk as no one would be available to speak when I tried to correct the account. On 12/24/21, I spoke with ***** to resolve my account. ***** informed me that he was the new manager as Kika and ******* no longer worked there. On 12/30/21, I provided ***** with requested bank statements showing that TruFit billed the wrong amounts, and he informed me the vice president of operations was handling my issue. On 02/01/2022, ***** told me that my accounts would be credited for the overcharged amounts. I have proof of this in text messages.On 03/04/22, **** was brought in to talk with me and told me that my only option was to pay off both contracts. I asked for copies of my contract, and a liability waiver was given to me with a signature that is not my own nor my partner's. **** told me in *********'s presence that I could not receive a printed cancellation form, and that waiver was proof that I agreed to have an add-on membership. On this date, **** asked if I had any medical documentation proving that I could not come in sooner to resolve issues with my account. On 03/07/22, after months of having issues resolving my account, I spoke with a different manager. He claimed that I never signed up with ******* and ****, but with *****. I do not know *****, and I know for a fact that **** and ******* signed me initially. He said I had no option but to pay off contracts that I never agreed to or give away my second membership (which I never agreed to) to someone else. I want this contract terminated and resolved.Business response
03/23/2022
Good afternoon,
I have gotten in touch with managment and they have attempted numerous times to contact you to resolve this issue.
Please contact General Manager, *************************** at the club's phone number at ************ for further assistance
Customer response
03/28/2022
I am rejecting this response because:
I have not received any calls from TruFit, nor voicemails, text messages, or even non-promotional emails. I attempted to call the ************ number and a ***** from *********************** answered and informed me that they do not have a ********************** on their staff nor is he a general manager. I accessed ************** for my phone provider and found that I have received no calls whatsoever from this number.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.