Complaints

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called on the phone around the first of April 2024 talked to a gentleman at the ********** Summit and he said he could cancel my membership over the phone. He said my last day I could attend the club was on May 3rd 2024. I was billed again May 6th 2024. I've been calling them several times after that. I spoke to ******* in billing this past week and she said she would look into it and see if there was a recording of the phone call and she would call me back the next day. She never did. I cannot get this company to refund my May payment of $61.92 nor can I get them to cancel my membership.

  Business response

  05/20/2024

  Our Billing Manager reached out to ***** today and confirmed a refund is warranted. The timeline for the refund is determined by our software company. ***** is aware that we took the necessary steps to initiate the refund process. Thank you!

  Customer response

  05/20/2024

   
  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. The manager called today and said she would refund my May billing which will take 5 to 7 days and cancel my membership immediately. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Summit Athletic Club regarding the treatment I have received in relation to the cancellation of my membership. I believe that the actions of Summit Athletic Club constitute unfair and deceptive business practices, and I am seeking your assistance in resolving this matter. I canceled my membership with Summit Athletic Club over a year ago. At the time of cancellation, I was informed that I could not cancel over the phone and that I would need to visit the club in person to complete the cancellation process. Despite my inconvenience, I complied with this requirement and went to the club to sign the necessary documents to cancel my membership. To my dismay, I recently discovered that Summit Athletic Club has continued to charge my credit card for nearly a year following the cancellation of my membership. I was completely unaware of these charges as I had assumed that my membership had been successfully terminated. Upon learning of these unauthorized charges, I immediately contacted Summit Athletic Club to rectify the situation. However, I was met with further frustration as my attempts to resolve the issue were met with resistance and uncooperative behavior from the club. Instead of offering a satisfactory resolution, I was inundated with automated calls from a 1-800 number, which only sought to collect payment rather than address the problem at hand. The fact that Summit Athletic Club has continued to charge me for a service I explicitly canceled, and is now threatening to send me to collections for four months of past-due fees, is deeply concerning. This experience has left me feeling as though I have been intentionally misled and taken advantage of as a consumer. I firmly believe that this behavior is indicative of a deliberate attempt to extract payments from former members, rather than a genuine effort to assist in the proper cancellation of memberships.

  Business response

  01/15/2024

  On Thursday, January 11th, I contacted ***** regarding his complaint and was able to resolve all of his pain points. As of today, January 15th, I am still in contact with ***** ensuring the complaint resolution has been satisfactorily met on his end. Here at Summit, we take all feedback, suggestions, and complaints seriously. 

  Customer response

  01/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Cali has been super helpful and we are working to resolve this issue.  I did request the contract and the reimbursement for the past year of charges that hit my credit card.  I haven't seen a contract yet.  I was hoping to see it by now so I could resolve this complaint.   Im hopeful that we can get reimbursed for the past year of charges.  I told Cali if I was under contract, and the cancellation I did a year ago was not sufficient, that I would be ok moving forward with the current situation.  After talking it over with my Wife, we would like to see the reimbursement of charges.  again Cali has been super responsive and very cooperative.  hoping to get it resolved today.  fingers crossed.  thank you all
  
  Sincerely,
  
  ***** *******

*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. ↩