ComplaintsforFitness Connection

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to his location last month due to a business trip I had in Houston Texas. I was able to obtain a 5-day free pass online that I was excited to use since it was close to the hotel I was staying at. When I went and showed my pass, the lady in the front desk Brenda ***** and/or Cammuso ****** (name on receipt) told me it was invalid because I had to show a Texas ID to use it, which of course I didn’t have (I reside in GA and there are Fitness Connection gyms here as well!). I reviewed the pass once again and corroborated that nowhere in the 5-day pass that I collected online has this requirement noted. This makes the whole “deal” a false advertisement. Since I was already there, and due to that I had used ride share service I decided I would just work out. The lady told me I could use the gym for the week if I paid $50 dlls which I thought that it was an excessive amount since the most basic monthly fee doesn’t even surpass the $10 (it’s noted right in the entrance of the gym and also online). I paid the $50 because I didn’t have any other choice due to all the efforts I had made. I ended up going only two days since I wasn’t pleased with the treatment I received, and I just didn’t feel the whole transaction/communication was right. I’m very dissatisfied and I feel this lady took advantage of me. I am requesting a full refund. My receipt is very blurry since it has been in my purse, but this is the information noted: Receipt number 153551573 paid on 03/18/2024 at 7:41pm. Station 2302 ****** Cammuso sold by Brenda *****

  Business response

  04/22/2024

  
  
                                                           April 22, 2024
  
  RE:  Better Business Bureau File # ********
  Complaint by: Maria ********
  
  Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
  Our 5-day passes do provide the requirements once the pass is received via email. This is also stated on our website where our policies are located at ******************************************************, under the 5-day pass tab. It states that a valid local ID or driver’s license would be required. An example has been uploaded for reference.
  Unfortunately, since Ms. ******** agreed to purchase a weekly pass for $50.00+tax after the requirements of the 5-day pass were further explained in club, stated on the website and in the 5-day pass that was emailed to Ms. ********, we are unable to process a refund as this purchase would appear as valid.
  At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.
  
  
  Respectfully,
  Vivian V
  Dispute Resolution Liaison

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  I appreciate your prompt response. However, I must respectfully express my disappointment on the company's resolution to this situation as a costumer. A member of the "We Care" response team had already agreed that it is your company's fault on lacking knowledge on your own policies/procedures AND this decision is unfair because you are falsely advertising a service. Attached email for your review.

  As you may be aware, false advertising a product/service is both illegal and unfair to us costumers. You must be be providing accurate and truthful information about your products and how you plan to offer them to potential customers. In addition, I was also contacted by a member of this gym in Pasadena, TX. Your team called me every day since 03/15 to make sure I was attending this location and using my free 5-day pass. I made the appointment for 03/18. I want to note that my information as to where I reside was already on file, and I suppose you should have record of this because I filed out the form online. During the phone conversation I also made sure they knew I was visiting for work. Don't you think they would have made me aware that the pass was not going to be effective since I was out-of-state? This would certainly had avoided this unpleasant situtaion, but again, this comes from the lack of information your employees have regarding this matter.

  I did not utilize your facility for the price I was charged when in the first place, I was not supposed to be charged for a service that was falsely advertised as nowhere in the email states that a local ID has to be shown (I attached the email for your review) in order to make this pass effective, and as you are aware, your company has multiple locations throughout the nation so this shouldn’t be a problem. Therefore, this is an overlook on your company’s end and I shouldn’t be the one punished as a consumer. After several minutes going back and forth regarding the pass, I had to pay. Why? because, again, I was traveling for work and I was using a ride share service. The lady in the front desk informed me that they were going to close at 9pm, therefore I had an hour to work out being this my sole purpose for this visit. I had no other choice, really. 

  I kindly request reconsideration of your refund policy in this instance as it is not my wrong but your company's and employee’s lack of knowledge on your own policies.Your understanding and cooperation in this matter would be greatly appreciated.
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I joined the gym on or about the 3rd of March 2024. I had a combined membership for two gyms in the area. The initial charge of $24.99 was billed to my credit card followed by a charge of $19.99 to my bank on 4 -1-24. I reported an issue with both gyms on 3-28-24 based on some of the unhygienic practices at the gym, mainly in the spa area. People wearing street shoes in the sauna and vulgar language in the jacuzzi area at the gym in Sparks. The gym in both areas is always crowded at the times I attempted to use it and the equipment was hard to access in the main machine areas and free weights in Sparks. I attempted to resolve the issue by talking to Brandi on 3-28-24 at the Reno location and she was supposed to call me back but didn't. That is when I got the second charge. I went to see her 4-2-24 and asked if they could refund that amount because I wanted to cancel. She sent a message to corporate and I never heard back. Today I spoke to two customer services agents to cancel my account. The first on on 4-18-24 at 8:27 am. She sent me an email stating cancellation without the amount quoted of $49.99. I called again a noon and spoke to Mireya Arroyo. I asked for an invoice stating the cancellation fee and told her I wanted to cancel effective today 4-18-24. She said it would be canceled 4-30-24. I told her I wanted no more charges from their company. I feel the company is deceptive and is stringing people along to continue to charge their accounts. I only used the gym 5 times in March and nothing else. I would like my money returned to me. I have no supporting documents as everything was done electronically which again is not ideal.

  Business response

  04/23/2024

  April 23, 2024
  
  RE:  Better Business Bureau File # ********
  Complaint by: Maria ******
  
  Fitness Connection does apologize for any inconvenience this may have caused. We would first like to thank you for taking time out of your day to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. Moving forward you will see change. This issue with the Sauna, cleanliness, and the workout area has been passed along to upper management.
  Fitness Connection gives every member a copy of their agreement on the day they join where it states all the fees that would be charged. Per agreement, a buyout fee is required to cancel if under a contract.
  According to our records, Ms. ****** enrolled on 03/03/24 and spoke with a customer service agent on 03/27/24 where it was explained that she is under a contract until 03/03/2024. Due to having the FC plus membership at $19.99/month, to cancel a buyout fee of $99 would need to be paid. Ms. ****** then spoke with another representative on 04/05/24 requesting to downgrade the membership to FC basic at $10/month which was processed. On 04/18/24 Ms. ****** called in to cancel the membership again and was advised of the buyout fee of $49 due to the downgrade. Ms. ****** agreed to proceed with the cancelation and the buyout fee was invoiced and the account has been set to cancel 4/30/24. The buyout fee was paid on 4/19/24. Fitness Connection does not bill on usage but on the account being active. The membership will stop billing once a cancellation is placed by paying a buyout fee.
   At this time Fitness Connection respectfully request that this file be closed as resolved.
  
  Respectfully,
  Laura M

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Yes I did try to cancel the membership online on 3/27/24 but the dispatcher suggested I contact the gym which I did.  They led me to believe they would ask the District Manager about canceling without incurring a cancellation fee, however Brandi never got back to me so I was charged for another month of dual membership.  I have already explained that in my complaint.  I did reduce my membership to one gym however, I did not want to be in that environment any longer.  It is unsanitary to have people go into a spa (sauna, jacuzzi, steamroom) with street shoes, clothes they worked out in and without rinsing off prior to using the facilities.  

  I feel the staff intentionally baited me so I would have to continue to pay, knowing they were never going to try to appeal to their management.  I feel their business model is set up to collect monthly memberships knowing how difficult it is to cancel a membership.

  Regards,

  Maria ******
  

  
  
   

  
  

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined fitness connection and gave them my account number and debt . I than placed a differant card on file and asked that they not use my old account the business was pulled frim bith the new card and the old amount so much i had to close oyt the account

  Business response

  01/23/2024

  January 23, 2024
  
  RE:  Better Business Bureau File # ********
  Complaint by: Tonia ****
  
  Fitness Connection does apologize for any inconvenience this may have caused. Ms. **** did sign an agreement with Fitness Connection that list the cancelation policy and the charges. Fitness Connection gives every member a copy of their agreement on the day they join and all fees that would be charged.
   According to our records, Ms. ****, requested to cancel her membership on 1/12/2024 over the phone. A cancellation has been processed effective 2/14/24 with her final payment being 1/15/2024 per 30 days’ notice. Ms. **** was billing from her bank account until 12/30/23 when it was changed to a VISA and a payment of $63.87 was made. This payment was for the annual fee of $53.04 and the past due balance for December monthly dues of $10.83.
  At this time Fitness Connection charges are valid per the agreement and respectfully request that this file be closed as resolved.
  
  Respectfully,
  Laura M

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my account in person June 30th along with a friend, but I was charged just recently today

  Business response

  12/09/2022

  December 9, 2022
  
  Better Business Bureau File * ********
  Complaint by: ****** ******

  
  
  Fitness Connection apologizes for any inconvenience this may have caused. Based on our records, Ms. ******** membership is set to cancel on 1/14/23 with final billing 12/15/22. There are no previous requests for a cancellation prior to 12/06/22, which is the day the current cancellation was processed. The most recent charge of $22.50 made on 12/9/22, is for a past due balance for September dues and late fee. A charge was also submitted on 12/6/22 for $22.50 which was for November dues and late fee. If Ms. Debose can provide proof that termination was sent before, we would be more than happy to correct any issue. The acceptable proof would be a certified letter tracking number or an online confirmation email.

  
  At this time Fitness Connection will not issue a refund and respectfully request that this file be closed as resolved.
  
  
  Respectfully,
  Belem M.
  Dispute Resolution Liaison

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Humble gym location. I have asked front desk workers (about 4 different people and manager) numerous times for a key tag for checking in purposes. The responses received on numerous occasions has been that I will be given one when the gym location receives more from district manager. It has been months and have not received a physical key tag. I am downgrading my phone to a "non smart phone" and will not be able to continue using the mobile app for check-in purposes. Please advise on when the district manager will finally make a key tag available as instructed by this gym location.

  Business response

  12/02/2022

  RE:  Better Business Bureau File #********
  Complaint by:  ****** *****
  
  
  
  Fitness Connection does apologize for any inconvenience this may have caused; we cannot confirm nor deny the action / conversations that took place in the facility. We have switched our clubs over to using our app only, except for an exception like yours. Key tags are allowed to still be purchased at our front desks for $10.
  I did email our DM for that region and the club manager for Humble to make them aware of this situation. They will be reaching out to you personally to get this handled. Again, we do apologize for any issues this change may have caused.
  
  
  
  Respectfully,
  Destynee N.
  Dispute Resolution Liaison

  Customer response

  12/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $140 for a third time for personal training sessions for my 13 year-old daughter when I agreed to paying $140 two times. I agreed to two months of personal training and was charged for three months. I have called and emailed customer service many times, and the supervisor, Lizzy Gonzales has not returned my messages. The woman that told me she would automatically have the charges stop after one month was Jazzy Salas, a former manager at the Allen location. She lied to me, or was not aware of the correct procedures. I have asked for a refund and no one at the company is helping.

  Business response

  11/17/2022

  November 17, 2022
  The BBB of Metropolitan
  RE: Better Business Bureau File #********
  Complaint by: Allison G***
  Fitness Connection apologizes for any inconvenience this may have caused. We are not able to confirm nor deny the conversation that took place when Ms. G*** spoke with the representative at the facility. Based on our records, a refund of $140.00 was issued for Mia *****s personal training account on 11/17/22 with no further billing.
  At this time Fitness Connection respectfully requests that this file be closed as resolved.
  
  Respectfully,
  Belem M.
  Dispute Resolution Liaison

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I joined Fitness Conmection… I want to say summer of 2021 I believe, I was trying to get healthy again and after going and checking out some local gyms, they ”seemed” like the best bang for my buck. In May of this year, 2022, I decided to cancel my membership. First I tried to call and see if I could cancel my membership over the phone, but the lady that answered, said I had to go cancel in person. So I did… I went into the gym the next day and spoke to a dark haired girl… skinny… caucasion girl… I WISH I had asked for her name… never did I think I had to. Anyhow… I told her I was there to cancel my membership and she said not a problem. I gave her my information, she got on the computer and after a few minutes, she said it was done and I said thank you and went about my way. Well… fast forward to October of this year, I just so happen to open my bank statement and lo and behold… I see a charge for a monthly membership fee for Fitness Connection. When I first saw it, I figured it had to have been a mistake or something… so I went back to check my previous monthly statements and what do I find… you may ask yourself… FITNESS CONNECTION NEVER STOPPED BILLING MY ACCOUNT!!! They had been charging me a monthly membership fee non-stop… as if I had never stopped going there. 5… WHOLE… MONTHS… after I went in, in person and cancelled my account. So of course I call Fitness Connection to find out what exactly is going on. I call and I explained to the gentleman that answered what happened and he said let me check it out… after a few moments he said (and I quote), “it looks like she might have started the process of canceling your account, but never finished it…” I was dumb founded… I was like huh? What do you mean the process was started but never finished?!?! I have a lot more information I can keep writing but there is a 2000 character limit. I can email the rest of youd like.

  Customer response

  11/04/2022

  Better Business Bureau:
  
  This letter is to inform you that Fitness Connection has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/2/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in October of 2021, My Ex and I split up and she went back to Florida from Texas where I currently reside. I called to cancel the both of our memberships with Fitness Connection the next day, and was told that our memberships were no longer active after the end of the month. The reasoning for canceling, is that I moved out into the country, and there aren’t any Fitness Connections around. Now jump to August 15 2022, I get a charge for $52.92 from Fitness connection. Weird. I gave them a call this morning and a woman who refused to give me her name indicated that only My Exs account was deactivated. When I asked why she told me that she couldn’t give me a reason why. Pressing the issue further I inquired if there might be someone higher than her that I might be able to speak to. She got rude and nasty with me and wouldn’t even let me speak anymore, to the point that she said she’d just follow policy and cancel my account within 30 days and hung up the phone. I just want my issue resolved, and I’d like to be reimbursed for the charges since October. Fitness connection indicated they sent a cancellation, but there has been no sign of one in the email on file with them.

  Business response

  08/17/2022

  
  August 17, 2022
  
  
  
  Better Business Bureau File # ********
  Complaint by: Jeremiah *****
  
  
  
  Fitness Connection apologizes for any inconvenience this may have caused. Based on our records, we do not show a request for termination on Mr. *****’s account until 8/15/22. If Mr. ***** can provide proof that termination was set to be processed prior to this date, we would be more than happy to correct any issue. The acceptable proof would be a certified letter with tracking number or a confirmation of cancellation email. Mr. *****’s account is set to cancel on 9/30/22 with a final billing on 9/1/22 per our 30-day notice policy. We are unable to release information on other members accounts unless the person is listed as a guarantor or under billing information. The charge posted on 8/15/22 for $52.92 was for the Annual Fee and is a valid charge on the account.
  
  At this time Fitness Connection will not issue any refund and asks this case to be closed as resolved.
  
  
  
  Respectfully,
  Belem M.
  Dispute Resolution Liaison

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the first eight sessions of P T in April in advance for sessions that started on May 24th. I paid in advance for the second eight sessions on June 1st. Which I am still owed 6 sessions @ 49.88 a session.( 299.28) Eight if you count the two sessions I was promised due to paying in advance. ( which I am not asking reimbursement for) The merchant has acknowledged receipt of this payments. However state they are unable to retrieve the payments due to a system issue. As a result I have been unable to continue my one on one sessions I have prepaid for. I am requesting the amount of those sessions to be credited back to my credit card. The amount is 299.28 Wanda ******

  Business response

  08/12/2022

  RE: Better Business Bureau File # ********
  Complaint by: Wanda ******
  Fitness Connection does apologize for any inconvenience this may have caused, we are not able to confirm nor deny the conversation that took place when Ms. ****** spoke with the representative at the facility and therefore, we must go by the signed agreement that was authorized by all parties involved.
  Upon researching Ms. ******s account, Fitness Connection gives every member a copy of their agreement the day they join.  In conclusion, these are valid charges on Ms. ******s account. On 4/25 Ms. ****** has a charge on her account for the PT down payment for her second PT agreement of $399. On 5/1/2022 Ms. ****** then paid another $399 for her PT due to it billing on the first of every month, which was paid. Ms. ******s sessions will be released to her to use when the amount on her account is paid.
  Ms. ******s PT account is still active and being billed. If she would like it terminated, that would require a 30-day notice. She will need to let the club know on her next visit or call our customer service team at 800-922-7898 that she would like to terminate her PT account.
  At this time Fitness Connection, will not issue a refund and respectfully request that this file be closed as resolved.
  Respectfully,
  Destynee N
  Dispute Resolution Liaison

  Customer response

  08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]  First of all, I signed up for a 30 day Fitness program.. The name says it all. I had been working with Megan, self proclaimed manager from the start of this transaction. This was purchased using my FSA benefits card as the exercise was recommended  by my doctor. This process was very new to Fitness connection and there was a delay in starting my PT. This company seems to be very unorganized and ill informed as they have me down as owing monthly dues as well ,which is inaccurate as they are paid separately and are current. However each time I go in I am stopped and asked to pay. I mention this to show how disconnected they are from what is actually going on.  The manager Thomas had a notification put at the front desk per my request that I owe no monthly dues. Who continues to pay for personal training when they are not receiving any?  My FSA has just informed me that they are attempting to still charge my card?!! This is not only unethical but makes no sense.  I signed up for a 30 fitness program. I missed some days and has makeup days on the books, which is how they got away with charging me for a second 30 days in the first place. I was under the assumption that Charlie,my trainer was using my makeup time. However I will not accept paying for services that I HAVE NOT Received. 
  
  Regards,
  
  Wanda ******
   
  

  Business response

  08/22/2022

  Better Business Bureau File #********
  Complaint by: Wanda ******
  
  Please review this complaint since the members issues were already addressed but they are still not happy. Fitness Connection respectively request this case to be filed as closed.
  
  Respectfully,
  Destynee N
  Dispute Resolution Liaison

  Customer response

  08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied wit resolution.]

  
  

  They have not addressed my concern.  I signed up for a 30 day fitness challenge with a personal trainer, the direction of my physician.  I have paid in advance for those sessions and not received them all. 
  
  Regards,
  
  
   
  

*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. ↩