ComplaintsforOneLife Fitness Center

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  One life is so shady. Ive been sending them emails for months via the app and directly from my email. When they finally respond they claim to not have received my previous emails. Fine. I ask for a cancellation of my membership and refund for the past couple months of my initial request. Keep in mind when I initially signed up I was offered a promotion. OneLife denied my request and stated based on the contract I cannot cancel. That contract also says I can reduce my membership to $20 for inactive months. Of course they never brought that up. Their member services arent there for customer service or to support their clients. Just a deceitful business that advertises one thing and has people sign another. I want a refund for the months theyve continued to draft my account. Or at the very least for the difference between what I was charged and what it could have been reduced to.

  Business response

  12/07/2023

  This complaint has been attached to ******************** location, but this is a member of our ********** location in the Chesapeake area.  I will forward to *********, but the member refers to an inactive clause.  That is 6 a and b in the attachment.  The member would need to request the freeze, we don't know to do this without the request.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I requested a cancellation of my contract, I was denied and offered to buy it out for the remainder of its term. I then was retaliated against and charged double and when I contacted them, they claimed it was an annual fee that was never disclosed in any contract prior.

  Business response

  12/07/2023

  This member signed up online.  This ************** requires separate electronic signatures for the maintenance fee as well as the term of membership and emails an agreement to her, just as if she signed up on site. I added the membership agreement as an attachment.  *************************** also has had 2 previous memberships with us, 1 of those was as an employee.  The previous membership also had signatures on the agreement and she paid the maintenance fee during the active period of that membership as well.  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved to ******** about three years ago and stayed for about three months. Before leaving, I talked to an employee working the desk and asked them if I could cancel my membership. They asked for my name, phone number, etc., had me fill out an electronic form, and said I was done. Ever since then, I have received regular $80 bills for a gym that I live 65 miles away from. After speaking with an employee over the phone--who said that I will have my fees waived--, I received an email address and stated my case. In response, they asked me to wait for 24 hours. Ninety-six hours later, they responded simply by saying that they don't have any records of cancellation on file and will have to pay these until January first.

  Business response

  12/19/2022

  Thank you for the notification.  We do not do any cancellations on-site.  This is in writing in the membership agreement all members sign.  There is no such electronic form to cancel as the member mentioned.  Our member services department did respond:

  
  
  From: ****** Services <*************************************************************>
  Sent: Thursday, December 15, 2022 10:50 PM
  To: *********************** <**********************>
  Subject: Re: ******ship cancellation MST83509
   
  Theron,
  
  Your membership will be cancelled at the end of the next full calendar month following the month the notice has been received, per the cancellation provisions of your membership agreement.  Since you do not pay your dues in advance, you will be charged for ******* as your final payment.
  
  Sincerely, 
  
  ************;       
  
  
  From: *********************** <**********************>
  Sent: Tuesday, December 13, 2022 10:21 PM
  To: ****** Services <*************************************************************>
  Subject: Re: ******ship cancellation MST83509
   
  Hi, *****,
  
  Yes, I have more questions. I spoke with an employee no more than four days ago, and he verified that I am allowed to waive fees for a membership to a gym more than 65 miles away from where I have lived for years now. I highly doubt doing so is legal, considering that your company could not and did not provide me with any service from such a distance. This is nothing more than an attempted cash grab, based on administrative nonsense and technicalities which I hope you feel guilty for upholding. I have a close friend who is a lawyer for the ************ and will be speaking to him about this.
  
  -Theron
  
  On Mon, Dec 12, 2022 at 7:59 PM ****** Services <*************************************************************> wrote:
  Theron,
  
  Thank you so much for contacting Sport and Health/Onelife Fitness ****** Services. This is the first cancellation request we have received for your account. If you have a previous written request, please forward it to us with the original date and we will be happy to review your account. Please note, all cancellation requests must be submitted in writing and memberships cannot be cancelled via verbal request.
  
  
  If you do not have a previous cancellation request, please see the following details for your cancellation: 
  
  We have received your request to cancel your membership. Per the cancellation provisions of your membership agreement, your last dues date will be 01/01/2023 with access to the club through 01/31/2023. Your membership will be cancelled as of 02/01/2023.  
  
                          
  
  If you have further questions, please do not hesitate to reply to this email and we will be happy to assist further.   
  
   
  
  Sincerely,  
  
  *****/****** Services  
  
  
  From: *********************** <**********************>
  Sent: Saturday, December 10, 2022 12:19 PM
  To: ****** Services <*************************************************************>
  Subject: ******ship cancellation
   
  Hi, 
  
  My name is ***********************, and I used to go to the OneLife in ******** about three years ago. Since I was moving from the area, I decided to cancel my membership around that time in-person with an attendant. However, as recently as today, I saw that I was billed $80 from a gym I no longer go to, an 85 miles away from, and cancelled in-person. I would like to officially cancel my membership & request that past bills (including but not limited to the $80) be refunded. Thank you in advance for your consideration on this matter,
  
  -Theron

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent an email on June 2020, stating I did not want to return to sport and Heatlh. I recieved an email back ******* Services <************************************************>Mon, Jun 15, 2020, 7:38 PM *********,We have processed your request!Your membership will be on freeze status indefinitely. Please email us when you are ready to reactivate your membership.Sincerely,*****/Member Services They have illegally been charging $39.99 since June 2021 without my consent from my bank. I never authorized these charges as my account was frozen indefinatly.

  Business response

  12/16/2022

  Good afternoon,

  We have spoken with the complainant and come to a resolution of getting her back as an active member!  Thank you for the assistance on this.  

*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. ↩