Complaints

This profile includes complaints for Puget Sound Fitness Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puget Sound Fitness Inc

  18524 Bothell Everett Hwy Bothell, WA 98012-6826

• 

  Puget Sound Fitness Inc

  17917 Bothell Way SE Bothell, WA 98012

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The amount of money I paid the business. Unexpected increase of membership dues without notice. Unauthorize amount charges to my account.

  Business Response

  Date: 02/13/2024

  We sent notices out 30 days prior to the rate change to all members and that everything was done per the membership agreement.  Attached is a screenshot showing this member received and opened the email so was aware of the price increase.  

   

  425 Fitness

  Customer Answer

  Date: 02/14/2024

  I can provide you my credit card statement about the charges they made. There is a month that I was charged twice with different amount. Should I cancel my membership now or Wait until this problem is resolved?

  Business Response

  Date: 02/14/2024

  The two charges in ******* were your regular monthly dues and your yearly enhancement fee.  If you would like to cancel your account please email ************************************ and they will be able to facilitate this cancellation for you.

  425 Fitness

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member of 425 Fitness for many years. I decided to cancel my membership due to the fact that they raised their rates. When I went to cancel (on 9/15/23) I was able to do it through their app without any problem. However, my daughter was not able to access her account through the portal. So, we went in to the gym to speak to someone at the front desk. He attempted to access the portal on her phone as well and was unable to. He then checked on his computer and informed me that her membership was canceled at the same time as mine, which made sense to me as she had been added to my membership. In November I noticed that I was still being charged for her membership. I sent 425 Fitness an email on 11/14/23 and asked that they verify both memberships had been canceled. I never received a reply. On 12/26/23 I sent a follow up to an alternative email address for the club that I found online, requesting that the membership officially be canceled and for a refund. I still didn't receive a response. I followed up again on 1/3/24 and finally got a response from the *** *******************************, stating that as a "customer courtesy" they would cancel my daughter's membership and asked if I remembered who I spoke with. He didn't provide a response regarding my request for a refund. I responded on 1/4/24 letting him know it was several months prior and I didn't remember the name of who I spoke with at the front desk. I also asked whether I would be receiving a refund and once again did not receive a response. I followed up with him on 1/18/24, once again asking for a refund since it was not my fault that I was told wrong information by one of their employees. His response was that "each membership agreement is a separate agreement between the gym and the individual member" and that "there is no basis for any refund as this was agreed to upon joining."He completely ignored the fact that I did in fact verify with an employee at his club that her membership was canceled.

  Business Response

  Date: 01/24/2024

  We have looked through ******'s account and see that you did attempt to cancel her membership.  Her account should have been cancelled as requested and as such we will be refunding her the $93.54.  We will address this issue with our General Manager.  Thank you for being a member and letting us be part of your fitness journey.

  425 Fitness

  Business Response

  Date: 01/24/2024

  We have looked through ******'s account and see that you did attempt to cancel her membership.  Her account should have been cancelled as requested and as such we will be refunding her the $93.54.  We will address this issue with our General Manager.  Thank you for being a member and letting us be part of your fitness journey.

  425 Fitness

  Customer Answer

  Date: 01/24/2024

   
  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

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the gym to cancel me and my husband's membership on July 27th, 2023, due to medical reasons. Someone later emailed me to say that they cancelled my account, I went on to my online banking today and realized they cancelled my account, and not my husband's account, and they have been charging us monthly. I called the gym to rectify the situation and they were unwilling to help me. I even sent them the confirmation email that they sent me saying it was cancelled. I included a copy of the email I received from the gym below.

  Business Response

  Date: 01/04/2024

  We did cancel her account as requested and the email confirms this saying we cancelled "your" account.  There was no mention of her husbands account to cancel and per our policy, each member must put in their own cancellation request.   We never received a request to cancel his membership.  On 12/21 we received an email from ******** about her husbands account not being cancelled.  We proceeded to cancel his account on 12/26 waiving our 30day written notification and refunded one months dues.

   

   

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21043910
  
  I am rejecting this response because:

  I paid Aug-Dec for my husband's account when we were not supposed to.  I called the gym at the end of July and requested to cancel both of our memberships due to health reasons. The person I spoke with did not ask me to go online and cancel. They stated they understood why we needed to cancel because I had a high risk pregnancy and myself nor my husband could be around so many unmasked people during Covid/Flu/RSV season. They then sent me the email letting me know the account was cancelled. I did not realize that they only cancelled mine and not my husband's. They need to refund me.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/08/2024

  We do not have any request for the husband's account to be cancelled.  Members are able to go online and cancel their membership thus not needing to go into the club.  If they have an issue, they can always reach out to our clubs directly and we are more than happy to help.  If ******** is able to provide any email or attempt to cancel her husbands account, please forward it and we will take a look at the request.  We do not cancel member's accounts without their request.  The email she received from referenced only cancelling "your" account as that was the only request we received. 

  
  425 Fitness

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21043910
  
  I am rejecting this response because:

  I called the club in July because I was unsure how to cancel our memberships. It was a medical reason for the cancelation and therefore I wanted to know if I needed a note from my doctor to give the reason for our cancelations. The person who answered didn't tell me to go online to cancel. They took all of my information and forwarded it to the club manager. Someone then reached out with an email confirming the cancelations. I did not realize "your" pertained to just my account. I signed both myself and my husband up for the gym and therefore "your" sounded accurate. The person I spoke with also did not tell me my husband needed to go online and cancel, they said they would get the accounts cancelled for us. I have recently called the gym and spoken with *************************. He told me it was a previous manager who did this for me and he is the current manager so he could not help me. This is why I reached out to the bbb.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  425 Fitness ******** salesman lied to me about membership details and all staff since then have done nothing but deny it. I went into 425 fitness one day and was told by the salesman that I could purchase just 1 month of their membership to try the gym out. He then directed me to fill out forms to sign up. Now I am being told that I must pay for another month in order to cancel my membership before the second month. When I talked to the staff about this they denied what they told me, and then said they didnt remember what they told me. Manager was completely unhelpful, didnt even hint at trying to be understanding. People should know when they do business here that staff can and will lie to you to get your money and management will back them up with no remorse.

  Business Response

  Date: 05/26/2023

  All memberships at 425 Fitness have a 30-day cancellation notice requirement which is clearly stated in the agreement.  The member signed up online and signed the document agreeing to these terms.  Additionally, a copy of the agreement was emailed immediately after he signed up for him to review and express any concerns or a desire to not participate in the agreement and still receive a full refund if done within 3 days of joining.   Our General Manager has reached out to the member to explain this situation.  

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20107785
  
  I am rejecting this response because: If you read my emails and my complaint here you might understand that my complaint is not about the cancellation policy and never was. Please take the time to do your job and read the emails that I sent you. Every time you explain the same cancellation policy over and over again it just shows how little you care about your customers and that you are choosing to ignore what I have emailed you and what I have said here on bbb. My complaint is that one of the employees at 425 Fitness ******** lied to me to get me to sign a contract and that management has gone above and beyond to show that they do not care about this behavior and that they instead choose to support it and blame the customer. Everyone I have talked to from 425 seems to have the same attitude, choosing to deny their wrong doing and blame the customer. I have not had one interaction with an employee who was actually able to understand what was going on and do anything about it. You cannot just lie to customers and then ignore them and deny what you did. Also it is obvious from your other responses here on bbb that you guys are solely in business to s**** people over and steal their money instead of actually providing a service to the community. People have a right to know what doing business with 425 is like and it seems like I am far to be the only one to have problems with the behavior of employees and management. And again for the management and business owners, I do not care one bit about your cancellation policy. I can even say I love your cancellation policy it definitely adds a ton to the value of your product, that must be why your salesman lie about it, because it is a hidden perk of membership right? I hope you guys truly do understand that you cannot just lie to customers and then blame them, doesnt really matter what is being lied about.

  Sincerely,
  
  ***************

  Business Response

  Date: 06/12/2023

  At our company, we take pride in providing the highest level of customer service and satisfaction. We don't make false promises or misrepresent our policy terms. That's why it is important that customers thoroughly read and understand our cancelation policy before signing any agreement - to ensure there are no misunderstandings.
  
  
  We have been in business since **** and during this time we have served over a million members. This success speaks for itself - we wouldnt be where we are today if our staff were lying about the policies they present to customers.
  
  
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20107785
  
  I am rejecting this response because: what a joke. Again just denying what you did instead of anything else. I dont even have to say anything you are showing everyone how you run business.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account and they keep charging me. I call customer service and they drop my call.

  Business Response

  Date: 05/23/2023

  Hello,

  Member has been cancelled and appropriate refund given.

   

  Thanks,

  *************************

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since October, I have been calling 425 Fitness Bothell to cancel my membership ***** per/month.I have been notified that I need to cancel via my membership profile, I do not have one. I was informed this is the only way to cancel memberships. They representative said they sent a link to be able to make an online portal. I have not received a request at all. We have confirmed my email address.I have checked my junk folder, spam folder, etc. Nothing. I have requested this multiple times. Each time it appears to be news to them, because they have claimed on their end that there are no notes on my account.Then when I told the representative that I want a manager to cancel my membership because the emails they have been sending were failing to come in. That representative said he will email the manager. I received no correspondence, this was on 11.10.2022. I called again on 11.12.2022, requested that the representative stay on the phone till they send the email & CC me on it. I also received a new phone number & updated my number with the representative at 425 Fitness as well & requested that I be called.During this period I was fed up and put a dispute on the October membership, since I have been asking to get this membership canceled since then. The manager finally reached out to me on 11.15.2022 asking for my phone number to reach out to me at because of being past due and will not cancel my membership until I pay for past dues, which should not be paid for when I was trying to cancel in the first place. When the Manager could have easily reach out to me then by looking at the phone number on my profile. I responded on 11.17.2022. By this time I have been charged again by 425 Fitness Bothell. I have done my due diligence to reach out via ************** I do not think it is unreasonable to request my cancelation to go through since I have not been using the gym for months and have been trying since October. I did not reach out in September, those dues I paid.

  Business Response

  Date: 11/21/2022

  We have reached out to this member and resolved the issue.  His account has been cancelled as requested in October.

  Customer Answer

  Date: 11/21/2022

   
  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,
  
  *********************