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Business Profile

Health Club

Cowboys Fit

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Ongoing Billing Issues Despite Membership Cancellation: I am extremely disappointed with Cowboys Fit Plano's handling of my membership cancellation. Despite multiple attempts to cancel my membership and having spoken with several representatives, I am still being billed. I have been sent emails explaining the cancellation, yet, being billed. This is unacceptable and really horrible customer service. I initially canceled my membership in April, yet the billing has continued. Each time I contact your customer service, I am assured that the issue will be resolved, but nothing has changed. This repeated negligence and lack of follow-through is unprofessional and reflects poorly on your establishment.

    Business Response

    Date: 06/04/2024

    Good Morning,

    The member had a past due account at the time they requested to cancel their membership. According to our billing agreements, the member must have their billing up to date to cancel.  The past due was collected and the member charged back the billing and lost.  The chargeback reposted as the member owed the dues. Despite the member owing the dues, we have refunded the charged back collections and closed the account. Nothing further is due and the club will not continue to attempt to collect on the owed dues. 

  • Initial Complaint

    Date:01/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 complaint is about the East ****** location at ************************************************************************. Since the beginning of the year I believe they have oversold memberships. At times almost every piece of equipment is being used with plenty of other people walking around the gym. Apart from making it difficult to utilize the gym, this creates occupancy and fire safety concerns. That being said, parking is extremely limited and at times have to park down the street and pay for parking. Inside the gym you will find weights, equipment and garbage strewn across the floor. I have even visited to gym as soon as they opened and found every trash can on the gym floor to be overflowing. I feel for the amount I pay the value is incredibly low and a disservice to their customers.

    Business Response

    Date: 01/16/2024

    Good Morning,

     

    Thank you for taking time to reach out for Cowboys Fit Corporate.  We pride ourselves on providing an amazing workout experience and apologize the East ****** club has not lived up to your expectations.  

    Cowboys Fit East ****** sees less workouts than some of our most frequented clubs.  We ensure sure the club is properly outfitted with the most popular equipment in hopes there is little to no wait time. ******* is a time for new faces.  We expect the heavier traffic to die down mid-February. 

    Our dedicated parking is located across the street for the club.  We apologize this requires a bit of a walk.  The ** can ensure you have your parking pass for that lot. 

    We strive to have a clean, friendly and well maintained space.  We the the morning workout took place on Saturday, ******* 6, at 11:56 AM.  ******** had been open for 5 hours.  Our deep cleanings occur overnight.  We will work with the ** to ensure the operations team is walking the club and removing trash throughout the day.

    While we cannot refund your membership dues to offset the wait time, walk to club and trash, we can recovery sessions to your account.  We have added a week of unlimited recovery in hopes this will show our commitment to your membership experience.

     

     

    Business Response

    Date: 01/16/2024

    Attached check in reports for reference

Cowboys Fit is NOT a BBB Accredited Business.

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