ComplaintsforAmerican Family Fitness

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debit to 05 American family fitness. I do not have a contract with First credit services, they did not provide me with the original contract as I requested.

  Business response

  02/21/2024

  ************** signed up for a month-to-month membership that requires a 30-day notice to cancel.  ************** came in and filled out a cancellation request on 10/27/2023.  His billing each month was on the 2nd of the month, so November 2, 2023 would have been his last payment.  ************** was cancelled according to the agreement.  When he came in to fill out his cancellation, he was told by staff that he had a past due balance for October and was made aware of the 30-day notice policy for cancellation.  ************** was charged for November's dues.  The payment cleared, but he then did a chargeback.  Member was then past due for Oct and Nov 2023.  Since the balance was not paid in 60 days, he was bundled in collections and sent to ********************, the collection agency that handles our bad debt.  ************** needs to handle his debt with the collection agency.  The debt is valid. 

  Customer response

  02/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  I only used their services for five days and paid for the entire month and then went ahead and canceled. They continued to bill me for the following month upon which I did a charge back because i had already cancelled their services. They then sent it to collections and are now trying to collect 6.5 months worth of payment. 
  
  
  

  Business response

  03/06/2024

  We have provided the information as to why the debt is valid.  Member needs to contact First Credit Services ************ to resolve the debt.  I have attached the member's contract and end of term cancellation which states that the member must give a 30-day written notice to cancel.   We cancelled his membership by the terms of this agreement.  

  Customer response

  03/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.

  The debt is 6x higher than the original amount which is why it is not valid at all! 

  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with American Family Fitness. I do not have a contract with the collection agency trying to collect, "1st ****** Services" they did not provide me with original as requested.

  Business response

  12/12/2023

  Member's original agreement is attached.  Member never did a written notice to cancel.  After 60 days of nonpayment (2 months of dues), member is bundled in collections with fees and sent to ************ Services for collection.  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During covid I sent multiple emails to the American Family Fitness asking to drop my membership because I didnt feel safe going there with covid happening. After some correspondence they stopped charging my credit card. Now that I want to join back up they say I owe $150 and are threatening to turn it into collections.

  Business response

  12/07/2023

  Member signed up online for a 24-month agreement in January 2020.  We never received any correspondence regarding cancellation from the member.  He has been asked several times to provide us any of the multiple emails that he states that he sent in 2020, but we have not received anything.  His membership continued to draft after we reopened after Covid, and then we did stop billing.  Not because of any correspondence as the member suggested, but his credit card was no longer valid.  After 2 months and over 10 attempts by text, email and calls, the member never reached out about his past due balance and was bundled in collections.  We did not send members to legal collections just after *****, so we did not send him.  The amount left on his contract including fees would have been $1135.00.  We have been offering members that were bundled in collections in 2020 an amnesty option where they do not have to pay the full amount of the agreement but $150 amnesty payment which is what was offered to the *******************  

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bottom line by looking at all the proofs corporate office should have made the balance zero**** no idea how they did not even after I followed up 3 times... this is ridiculous****looks like a scam...I would like to clear the balance to zero and join amf again if possible**** One last try...History for your reference ...First Time - Closed on Jan last week according to your front Desk: Honestly I did all the due diligence per AMF membership process.1/3/2012 6:37 PM - Paid the Termination Fee.1/3/2012 same time - Froze the account to be on the safe side - Note that Active membership will resume on 04/19/2012 If proof is not submitted.1/20/2012 - ************** issued a license.On the same weekend I drove to ******************** and I gave the new MD license to front desk and ask them to fax it your department. She confirmed, you are all set!Issue started on 04/26 when I saw that I was charged, which I did not understand.1. If my account was frozen until 04/19, don't you think it should be pro-rated ?2. I contacted your department on 04/26 expecting some response, no one responded until I sent another reminder.3. Second Time - Finally I got a response and I sent a soft copy of Driving License May 21, 2012 at 1:47 PM 4. Final Time - I got an email saying they did not receive .. Third and Final time I sent it on May 24, 2012 I have attached all the proofs that I have in this email and I'm planning to share the same with the Credit Bureaus, if they say I have to go via some legal channel to dispute it, I wouldn't hesitate to do that as my credit history is affected, and I know I'm not lying just for $100, its a matter of dignity!!!

  Business response

  10/25/2023

  After reading the customers complaint and reviewing the previous account, we have cleared the remaining balance. There was contradicting information about the date of relocation proof submission, however, we can see where the miscommunication may have happened and have made an exception to clear the balance.  

  Customer response

  10/25/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been trying to cancel my membership with AFF since June, 2023- their website always gives me a error when you request a cancellation form. I contacted them via phone after trying the website for a few weeks (continued to get the same error) and I asked them to cancel my membership right away (08/01/23). The agent I spoke with advised that the monthly payment would be the only remaining payment. Now the issue is that I have another charge for 55 dollars for a yearly maintenance. The only reason my cancellation didnt process until 08/01/23 is because the error on ther website; which makes it difficult for any other customers to cancel it. Because the request was received on 08/01/23 they canceled my membership as of 09/05/23 so they could do withdraw more money from my account.

  Business response

  08/15/2023

  The agreement signed by the member states any scheduled payments due prior to the effective date of the cancellation will be presented to your financial institution for payment; including but not limited to your yearly maintenance fee.  The cancellation was submitted by the member on 8/1/2023, which was also the draft date for the *** and monthly dues.  No refund will be given. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a family membership of $100 per month at American Family Fitness. I understood that you need to provide 30 days notice to cancel this membership and you can do it at any time. I went to the ******* location to cancel and there was no membership person available to help me. I was shown by the front desk person how to cancel online. I cancelled the membership on 5/31/2023. I fully understood that I would have a membership for ********************************************** using. I was billed for another full month of membership on June 20 2023. This is 20 days after cancelling that I am paying for another full month!! I didn't expect to have a membership for another month and 20 days after cancelling and giving my notice. It is not right to pay for 50 days of a membership when they say you can give 30 days notice. This should have been prorated for only those last few days in June to equal the 30 days. It is wrong to charge a full month for at the end of June. I cancelled in May. I should not have to pay for any July days. My membership should have ended June 30. I thought I would join this gym again later on when I can use it... but after paying for 20 extra days beyond the 30 notice... 50 days I do not want. I just can't allow myself to be taken advantage again like this... After calling an explaining they would said it is just their policy. Nobody was available to tell me the billing cycle is when you need to give 30 days notice. To me, if you say you want to cancel on the wrong day of the month, you then have to give 60 days more to pay... and potentially pay another 2 months of unwanted gym time. I did understand I was liable for 30 days I didn't want. 20 more days is abusive and wrong. I want a refund for all those July days I am having to pay for. 30 days notice should be enough to fully end the relationship. This bridge is burned for me now with this company unless this is resolved.

  Business response

  06/29/2023

  Good Morning,

  American Family Fitness, ******* ***************** Hours: Monday & Tuesday, 9am -7pm Wednesday-Friday 9am - 6pm & Saturday/Sunday 9am - 3pm.  The online portal, where you submitted your cancel request, provides a full explanation of the cancellation policy.

  The 30 day advance written notice is based off of your membership billing cycle date, which drafts each month on the same scheduled date. Your billing cycle date was the 20th of each month; your cancellation was submitted on the May 31st, meaning the final billing would have been June 20, 2023 with no future dues billed beyond said date.

  Additionally, an email was sent to you explaining the policy and final billing/end date of your membership from our ****************************  **********************, has addressed your request to cancel in a timely and professional manner as explained in your signed membership agreement. Please find the attached copy of said agreement.

  Respectfully,

  **************************,

  General Manager

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined the gym probably close to 2 years ago. The membership corridinator I met with told me if I needed to cancel, I could call and it would not be a problem. I had to make a big change in my life and that ended up taking me to **************. I tried to call and cancel and they told me it wasn't a valid reason but then I was never charged again. Now, starting about a week ago I'm getting a ton of calls from a credit service saying I owe $125 to debt services for canceling. I would like this resolved asap, please. I cannot afford that for a membership I canceled and am was never able to attend other than a couple times. Thank you for your time!

  Business response

  06/26/2023

  Attached, please see member's agreement. Per our agreement membership may be cancelled only in writing (text, email, online form, hand-written note, etc.)  A minimum of 30-day notice is required to cancel membership that is month-to-month. ******, who is in contract may still get out of contract for medical reasoning or relocation, granted the proper supporting paperwork is provided. On 06.03.2022 member called our ****** Services to cancel her agreement.  She was notified she was still in contract but was given a link to submit her cancellation request along with the required paperwork. We have not received any paperwork from the member.  At this point, member will have to settle the matter with the collection agency - FCS *************. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I inquired about a gift certificated for a trial membership on 14 Dec 2021 for my daughter and her family. At that time I was asked to sign an agreement and it was my understanding that this was for the minimum 2 months plus $50 annual fee and would terminate if my daughter did not want to continue. I noticed recently that American Family Fitness had continued to charge me $105 each month, now 6 months past when the agreement was supposed to terminate, and has never been utilized. My husband went to the local affiliate and discussed this with ***************************** who does not remember this conversation and said they can't refund membership fees. He asked him to cancel the membership immediately and was told it had to be me since I signed the agreement. My husband attempted to discuss this with the corporate office who again refused to refund the 6 months and cancel the membership going forward. He mentioned that we would reach out to the BBB and may need to look at legal options. Once he stated this the individual refused to discuss anything further. In the several years we have belonged to AmFam we have been very happy and referred many people, this is the first negative interaction. I attempted to send an email to them trough the website but their system would not accept it. We are looking for a refund of the the 6 months of fees ($630) and the membership to be cancelled.

  Business response

  08/02/2022

  *********************** signed a month to month agreement on 12/14/2021 .  The agreement states upon the obligation date of the initial term (2/13/2022) this membership agreement will automatically continue on a month to month basis, until either party gives 30-day advance written notice.  We received ********************* written notice on 7/18/2022.

*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. ↩