Complaints

• Initial Complaint

  02/25/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Peak payment solutions is a national financial manager for gym memberships. Their contracts are sold by young sales persons employed by misc gyms around the US. Possibly unrelated to peak payment solutions, these sales people lie about the contract you are signing in regard to your commitment, term and ability to cancel. That is not on peak payment solutions but it speaks to their industry and their integrity. Peak payment solutions charged me an extra $20 on an annual facility improvement fee two years in a row and then followed with a $5 late fee. Upon questioning the charge, They claimed my credit card denied their transaction, again this occurred in the same month two years in a row when I know that was not the case the same month two years in a row as I do not maintain a balance and credit cards do not expire annually. When asked for backup, they provided me with my own account summary two separate times. While we are only talking about $25-$50, I am concerned that they are falsifying rejections to charge additional fees on a larger scale. I feel this should be investigated given the nature of their business and the likelihood that they can do this unchecked with minimal backup without getting into bank transaction and transaction rejection data. Please review this.

  Business response

  02/28/2025

  Hello ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Fit4life Murraysville. As a third-party billing software and billing company, Peak Payment Solutions does participate in staffing of any gyms, sales of memberships or membership package pricing.
  
  
  We assure you Peak Payment Solutions processes it's billing services with the utmost integrity. The payment return process is not a manual process, a return item charge automatically accrues when a bank declines or returns a member payment.
  
  We have reviewed your membership agreement and account with Fit4life Murraysville and noticed that your Annual Facility Improvement service in the amount of $69, the was linked to a Mastercard ending in 8153. When you updated your payment method in July 2023 to the Visa ending in 9945, this service was not updated along with the rest of your membership. As a result, a return fee of $25.00 has accrued. As a courtesy, your account has been updated to reflect the Visa ending in 9945 on the service for future payments. Additionally, a $50 credit has been applied to your membership for future billing as well.
  
  
  We feel this should resolve your frustration and prevent the accrual of a balance in the future.
  
  
  Please let us know if you have any further questions.
  
  
  In Good Health,

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a gym membership with fitness 2020. Peak payment handles the membership cancellations etc. I asked for my membership to be cancelled in person on January 3rd in person and was told it would be processed. After still being billed for another month I decided to email in a request for cancellation. I was then instructed to setup some online login and cancel from there. You get a generic response email that says please allow 5-7 business days for a response. I would like my membership cancelled immediately. I have moved to another state and do no longer want this membership.

  Business response

  02/11/2025

  Hello Conner,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Fitness 2020 McDonough.
  
  
  We understand your desire to cancel your membership and we are here to help clarify the gym's cancellation policy. According to your membership agreement with Fitness 2020, that you entered into on 12/22/2022, your membership agreement states that it will continue billing until a 30 day written notice is received. The membership doesn't automatically cancel, you have to make it known in writing. Billing is automated, it is not based on facility usage.
  
  
  The first written request received by Peak Payment Solutions is dated 02/07/2025 from you, Conner. A representative responded to you on 02/11/2025 advising you of your cancellation being processed per Fitness2020's 30 day notice cancellation policy.
  
  
  At this time, Peak Payment can not refund you as there was no erroneous billing. Your membership will expire on Mar 15, 2025. You are responsible for all charges due until the expiration date, as outlined in your membership agreement.
  
  
  Please reach out to our Member Support team at 801-981-5328 if you have any further questions.
  
  
  In Good Health,

• Initial Complaint

  02/08/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Peak payment manages the account for a gym I used at fort Bragg when I was stationed there. When I got orders to leave fort Bragg I submitted my orders to cancel my membership. When I signed up my wife and I got a family membership and I was led to believe we were on one account. This was not the case. They would not let me cancel my wife’s membership without also submitting my orders for her. I did so. I also had my wife submit our marriage license. They claimed we never did that. They continued to charge me for my wife’s gym membership for months and when I disputed the charges they stacked on late fees. I submitted too much of my personal information and it should be illegal for them to cancel mine and not my wife’s claiming they had no proof that she’s my wife. I paid for both accounts and the simple fact that I was being PCS’d out of NC with the army should be enough to have canceled both memberships.

  Business response

  02/11/2025

  Hello ******,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Fit4life Spring Lake.
  We have reviewed yours and ********** membership agreements and accounts with Fit4life.
  Our records show that you submitted a request to cancel on January 17th, 2024 due to Military orders, you were responded to, by a Peak Payment Solutions representative, that same day advising you to submit proof as you were still within your membership agreement term. You then supplied proof of orders on 01/26/2024, which processed a cancellation of your membership, expiring on 03/14/2024 as required by the Fit4life 30 day notice policy.
  
  Your wife, ******* *****, requested to cancel on 01/26/2024 as well due to your Military Orders. A Peak Payment representative responded to ********, on 01/26/2024, that proof of military dependency, such as a marriage license, needed to be submitted in order to move forward with her cancellation request as she was not listed on your orders.
  
  On October 14, 2024 ******** submitted a marriage license as proof of dependency. A Peak Payment representative responded that same day advising her the cancellation had been processed per the same 30 day notice policy, that Fit4life requires, expiring her membership as of 11/14/2024.
  
  On October 19,2024 the payments from July, August and September, for ********** membership, were returned by your bank due to "Customer Dispute". These payments were due on ********** membership due to cancellation procedures not being met until October of 2024.
  
  At this time no refund is due as there was no erroneous billing that occurred. Peak Payment Solutions must adhere to the cancellation policies and procedures as outlined in your membership agreement with Fit4life Spring Lake.
  
  Please reach out to our Member Support at ###-###-#### if your have further questions, we are happy to assist in anyway we can.
  
  In Good Health, 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/1/25, I received an email from Peak Payment's ************************* saying that my membership payment of $39.99 is due for Gold's ************, **. I have not lived in ********, ** since December 2012. In January 2013, I deployed to ***********, and under the provisions of the Servicemembers Civil Relief Act, I cancelled my membership to Gold's Gym New Bern early (which they did not make an easy task by any means). I responded to the email notifying Peak Payment of this, to which they requested proof of the cancellation. This cancellation occurred 12 years ago, which makes providing proof difficult, and it is extremely curious that they are only now contacting me when I have received no such requests for payment over the last 12 years. This seems to be a clerical error on their end, but they will not cease calling me from various numbers or emailing me. I would like Peak Payment to stop contacting me, zero out what they view as any outstanding balance, and if not properly cancelled in their system, cancel any membership under my name.

  Business response

  01/16/2025

  Hello ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for ********** ********.
  First and foremost, we are sorry for any frustration caused. The information provided to Peak Payment Solutions, indicates your membership was frozen for long periods of time, but never actually cancelled. We contacted your gym to confirm the details, and they advised the membership balance should be waived and the membership cancelled. At this time, Peak Payment has waived the balance and cancelled the membership effective immediately.
  
  
  Again, we apologize for the inconvenience and believe this should resolve the frustration. Thank you for your service to our Country.
  
  
  In Good Health,
  

  Customer response

  01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my Gold's Gym membership since April but Peak Payments refuses to allow me to do so while continuing to charge monthly fees. The ONLY mode of communication the gym has ever used is text; I texted in April, requesting my membership be cancelled but never heard back. In response to a text Gold's sent to me in May, I again requested my membership be cancelled but again, never heard back. So I blocked my credit card payment and then began receiving texts and calls from Peak. I responded to their first text with yet another request to cancel my membership and at that point I did get a reply -- that reply was "no" because only members in good standing can request cancellation. So I'm caught in a loop; they want me to resume paying for a membership that I have asked, repeatedly, to cancel (via the only method of communication I've ever had with the gym). I have offered to pay for the month that followed my initial request but at this point they want me to pay what they say is a past-due balance of $144.99 ... it is unfair that this company makes it exponentially harder to cancel than it is to sign up. To be clear: I have no complaints about Gold's Gym but my schedule has changed so I'm going to the YMCA instead. My complaint is wholly regarding the practices of Peak Payments, a company that has accrued more than 100 similar complaints to mine.

  Business response

  08/29/2024

  Hello Diane Jackson,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Gold's Gym Greer.
  
  Peak Payment Solutions is required to bill your membership until a 30 day written notice is received at Peakserve.com, additionally your membership dues must be current in order to cancel as per the regulations Gold's Gym has set forth.
  On June 6th, Peak Payment Solutions sent you a reminder text because you were past due on your membership dues, this text advised you to give Peak Payment a call or visit Peak Payments service website. You replied to that text, but unfortunately that reply didn't go anywhere as it is a "no reply message" unless you are opting out of text messages.
  
  We have reviewed your membership with Gold's Gym and they are willing to accept the June 6th text reply as your 30 day notice. Your membership is expired. You are still responsible for May and June payments at $25 each, totaling $50.00 per Gold's Gym 30 day notice cancellation policy. You can make a payment at www.peakserve.com  or give Member Support a call at 801-981-5328 for assistance.
  
  
  We believe your requests have been met and this has been resolved.
  
  
  In good health,

  Customer response

  09/03/2024

   
  Complaint: 22188158
  
  I accept the compromise of paying $50 to resolve this issue (even though technically it should only be one month/$25); however, after I notified Peak that I had submitted this BBB complaint, I was informed that the account had been sent to a collections agency. I need assurance that agency will be informed this has been closed.
  
  Sincerely,
  
  Diane Jackson

  Business response

  09/04/2024

  Hello Diane,
  
  
  We apologize for any confusion. The $50.00 is for two months, May and June payments of $25.00 each. This is due to the 30 day notice Gold's Gym requires to cancel a membership. Your 30 day notice started on June 6th which requires you to pay any payment that falls 30 days thereafter.
  
  
  As per our correspondence with you on 08/29/2024, Gold's Gym will not be forwarding your account to a third-party collections company at this time. 
  
  
  Please let us know if you have any further questions.
  
  
  In Good Health,

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up at Golds Gym in Chapel Hill on May 24th 2023. Making 55 dollar a month payments and never had any billing issues until October 2023. Joined the US Marine Corps and shipped to boot camp October 17th 2023. Before shipping I asked to have a pause on my billing till I got out of Infantry school. The business denied me a pause on my membership because I didn’t have official military orders. I provided the business with official documentation from my recruiter and enlistment documents stating that I had enlisted and joined the US Marine Corps and the business still denied me a pause on my membership. Graduated bootcamp in January and returned home and spoke to an HR rep at the gym who was able to waive my current balance. Spoke to the rep about extending the grace period until I got back from Infantry training and Peak Payment denied that request also. Went to infantry training and when cell service was available I called them and asked to be removed from their service until further notice and was told that I needed to fax or email official military orders to get that taken care of. This was not an option as my orders were not in my possession during any time I was in Infantry training. I graduated infantry training and returned home again on June 7th 2024. Emailed Peak Payment asking for a removal of balance on my account if military orders were provided and they denied that request. My balance was over 400 dollars with Peak Payment and was sent over to Debt Collections with Swift Funds Financial Services and is now almost 700 dollars. I would like to have my account with Golds Gym and Peak Payment terminated and my balance waived as I was away on active military orders when my account was accruing debt. My phone number is ###-###-####, email is **************************

  Business response

  07/08/2024

  Hello *****,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Gold's Gym Chapel Hill.
  
  
  Peak Payment Solutions apologizes for any confusion that may have occurred. Our records indicate that you signed a membership agreement with Gold's Gym on 05/24/2023 for 26 Bi Weekly Payments. Gold's Gym Chapel Hill allows for a freeze due to Military orders by submitting proof of orders. Once orders are supplied billing will stop for the time outlined in the orders.
  
  
  Our records indicate that your gym froze membership through March due to Bootcamp Orders. No further correspondence was received from you to extend your freeze past that time frame. Because the freeze ended and you did not submit valid documentation, or a request to freeze longer, your billing resumed as normal which accrued a balance owed.
  
  
  Peak Payment Solutions tried to contact you via phone, email and text for 90 days, with no resolution. After 90 days of no resolution your membership was cancelled with the balance owed. Gold's Gym Chapel Hill forwards accounts to an external collections company after 90 days of non payment. To resolve your account you need to contact that company or the gym for further assistance.
  
  
  Peak Payment Solutions can not alter the terms of your agreement with Gold's Gym Chapel Hill.
  
  
  In Good Health,

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This system is a scam. They locked me into a contract for a GYM MEMBERSHIP. They refuse to cancel my services and are threatening a collection’s agency. I provided a valid proof of moving (the literal EXECUTED LEASE AGREEMENT) to show I am moving away from the location. This is such a petty move from this company, as I cannot access the gym that I signed up at due to it being 84 miles away from my new address. If they continue to harass me, my lawyer has prepared the documents to file a harassment and fraud complaint with the FTC.

  Business response

  07/08/2024

  Hello ****,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Hitone Fitness.
  
  
  Peak Payment Solutions apologizes for any confusion that may have occurred. Our records indicate that you signed a 12 month membership agreement with Hitone Fitness - Lake City on 01/06/2024. Your membership agreement dictates that "Should member(s) permanently move their residence more than 25 miles from an affiliated area, payment on this agreement will be suspended upon acceptable written verification of the move is received by HiTone Fitness." Peak Payment Solutions received your proof of move that places you 11 miles from an affiliated Hitone Fitness club, which disqualifies you from early membership cancellation.
  
  
  We are attaching a copy of your signed membership agreement for you to review. Peak Payment Solutions is unable to alter the terms of the membership agreement you signed with Hitone Fitness.
  
  
  Please let us know if you have any questions.
  
  
  In Good Health,

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Horrible, horrible horrible horrible company. They harass you even when i asked them to stop contacting me. They called me all day every day about a bill For that I didn’t owe!!!!

  Business response

  05/07/2024

  Hello ******,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Gold's Gym Burlington.
  
  
  Peak Payment Solutions has reviewed your membership agreement with Gold's Gym, and correspondence with Peak Payment representatives.
  
  
  Our records indicate on 03/19/2024 you purchased retails items at your gym totaling $83.27 and on 03/28/2024 you purchased retail items at the gym totaling $29.99 both purchases on an an American Express ending in ****. These purchases were returned by your bank on 04/18 and 04/25, respectively, due to "Customer Dispute". Resulting in a balance owed of $205.85 as each disputed transaction also resulted in a return fee of $25.00. Because of this accrued balance, your 04/29/2024 payment accrued towards your balance as well.
  
  
  Our records indicate you reached out to Peak Payment Solutions inquiring about a cancellation, on 04/10/2024. Peak Payment Solutions responded that same day advising you of the required 30 day notice, as outlined in your membership agreement, and that your membership was set to expire on 05/29/2024 with your last payment for monthly dues owed on 04/29/2024.
  
  
  At this time, there is no record of erroneous billing that would result in a refund. The balance you accrued, that is outstanding, is from the dispute of your retail items purchased at your gym as well as your last months dues for your membership.
  
  Peak Payment Solutions can not alter the terms of your agreement with Gold's Gym, additionally Peak Payment Solution's does not have record that you are not responsible for the purchase of the retail items you made in the gym.
  
  
  In Good Health,  

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: The gym did not honor their return policy, which is why I charged it back
  
  Sincerely,
  
  ****** *****

  Business response

  05/07/2024

  Hello ******,

  We are sorry to hear you were unhappy with the retail you purchased at your gym. As mentioned before, Peak Payment Solutions is a third-party Billing and Software company. Peak Payment Solutions is unable to dictate or control the retail return policy of a gym of which you are a member of, nor does Peak Payment Solutions have control of the retail sold at the gym.

   

  Peak Payment can assist with questions about the membership agreement you signed with Gold's Gym and billing that has occurred.

   

  Please let us know if you have questions regarding your membership agreement and billing.

   

  In Good Health, 

   

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: then you need to have more communication with the gym itself, instead of dictating what they say and making assumptions
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made 6 payments to Peak for a 6 month personal training contract. My contract started in May with 2 payments applied to my account in June for May and June then individual payments made July, August, September and October. Six months. I put my account on hold and was told that hold was ending in January. I made the decision to cancel so submitted a cancellation notice to Peak but they denied stating I needed to be disabled with physician documentation but I had fulfilled my 6 months of payment so nothing should have been required for the cancellation in January. Peak continued to charge me in February and March for that 1x a week contract. Finally I had to contact the local gym and they contacted someone trying to explain my cancellation that was sent in January but even that notification was of no help. I gave consideration for the 6 month agreement and sent the cancellation before the seventh month would start. The gym actually started a new contract for me to replace the one I wanted cancelled in January and that did not even stop that payment being charged to me. I was charged for two separate contracts in March. Peak has definitely gotten more than enough money from me and the February and March payments should be refunded to me or at least apply to my new contract. I have attached proof of 6 payments and the cancellation notice I sent upon instructions from Greg Davis, gym manager, since payments would start back in February.

  Business response

  04/12/2024

  Hello ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Club 4 Fitness Hernando.
  
  
  We are very sorry for the error and any frustrations caused. A refund has been processed for the February and March Personal Training payments of $144 each, totaling $288.00.
  
  
  Again, we express our sincere regret for the misunderstanding on our part and feel free to review your membership on *************.
  
  
  In Good Health,

  Customer response

  04/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Peak Payment Solutions, the third-party payment provider for HiTone Fitness, regarding unauthorized fees charged to my account and the subsequent lack of appropriate service handling and communication. Despite multiple attempts to resolve this matter directly with both HiTone Fitness and Peak Payment Solutions, the resolution has been inadequate, and my concerns have been met with insufficient responses and action. Unauthorized Charges: After the cancellation of my gym membership with HiTone Fitness, Peak Payment Solutions continued to charge fees to my account without my authorization. Lack of Communication and Resolution: Attempts to address and rectify these unauthorized charges with Peak Payment Solutions have been met with a significant lack of effective communication and resolution. Requests for clarification, refunds, and formal acknowledgment of my cancellation have been either ignored or inadequately addressed. Communication Timelinne: I requested cancellation initially on the morning of January 19th, 2024 while my account was current. I recieved this automated response. at 8:51am same day, i recieved a response stating the conditions to exit the contract, including disability. At 2:49pm, i informed them that i meet the disability requirement to exit the contract. at 3:11pm, i recieved confirmation that my "request (******) has been updated". No further communication was recieved until the February 8th, 2024, where they sent me a bill for $82.00. I informed them of the communications, where they stated they would not honor the cancellation. I have attached relevant documentation, including communication attempts with Peak Payment Solutions and HiTone Fitness, proof of membership cancellation, and records of the unauthorized charges. I feel these actions contradicts the terms of my agreement with HiTone Fitness and the expected cessation of charges upon membership cancellation.

  Business response

  02/22/2024

  Hello *****,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for HiTone Fitness Irmo.
  
  
  Peak Payment Solutions has reviewed your membership with HiTone Fitness. Our records do indicate that your membership agreement with HiTone fitness requires proof of disability in order to substantiate that the membership agreement and facility usage have been effected. Your proof of disability was received on 02/08/2024 from you. The balance of $82.00 accrued before 02/08/2024.
  
  
  We apologize for any frustrations caused by any miscommunication. The balance of $82.00 that accrued has been waived and your membership is cancelled.
  
  
  Please let us know if we assist further.

  Customer response

  02/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I believe involved questionable business practices by Peak Payment Solutions.

  1) Delayed Cancellation Process:

  My initial cancellation request was submitted on January 19, 2023. Following your guidelines, I provided the necessary information to meet the criteria for early cancellation. However, I did not receive any response. Subsequently, on February 8, 2023, I was charged a late fee of $82 for unpaid monthly dues, despite no action being taken on my cancellation request. My repeated attempts to cancel, including providing the required proof for early cancellation, were met with demands for payment of the assessed fee before any processing of my cancellation.
  

  2) Concerns Over Business Integrity:

  Contrary to the positive image projected by Peak Payment Solutions, my experience suggests otherwise. Despite presenting the same concerns as those outlined in this letter, I encountered outright denial of any responsibility and a lack of willingness to offer a fair resolution. Furthermore, I experienced persistent demands for payment through emails and phone calls, which felt harassing.
  

  3) Customer Impact:

  The situation unnecessarily escalated, causing significant stress and inconvenience. Despite multiple opportunities for Peak Payment Solutions to address the issue appropriately, the approach taken was punitive, leading me to cease communication and file a complaint with the Better Business Bureau. The process of gathering necessary documentation and liaising with various parties was burdensome.

  Given these circumstances, I believe a nominal refund for the last 12 months of payments made under the contract is justified, reflecting Peak Payment Solutions' failure to fulfill its obligations effectively and ethically.

  Business response

  02/23/2024

  Hello *****,
  
  Per your membership agreement terms on page 2 section 9, paragraph B-2, you are able to cancel your agreement early due to disability. You are required to submit proof of disability in the form of a Verification of Disability form.
  You submitted a Department of Veteran Affairs letter on Feb 8, 2024 and we submitted this to HiTone for approval to use in place of the Verification of Disability form. We received approval on Feb 13, 2024 to cancel using the documentation that you provided. We processed the cancellation on Feb 14, 2024. We also removed the balance for the payment of $32 for your monthly dues payment on Feb 7, 2024 as well as the return fees. There were not any payments made after the documentation was submitted the last payment you made was on 01/07/2024, before a cancellation request was ever submitted.

   

  Your membership was activated on 12/07/2023 with an initial fee paid on 12/07/2024 and your first months dues paid on 01/07/2024, there have not been 12 payment made on this membership. A refund is not owed at this time since the cancellation was processed per the contract terms and no erroneous billing has occurred.

  In Good Health, 

  Customer response

  02/26/2024

  
  Complaint: ********
  
  I am rejecting this response because it continues to portray a biased and inaccurate chain of events. 

  You can point to hidden language in an electronic form that even the staff advises you to bypass, but it will not make your business practices any less shady. 

  For your health.

*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. ↩