ComplaintsforAnytime Fitness

• Initial Complaint

  04/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel a membership with this gym and they said all we needed to do was email the club to let let them know. The next day they replied with all of these fees we were to pay totalling over $200. The gym manager got involved after many emails with the staff and was extremely rude and harassing. She threatened to post personal financial information on a ****** review about late fees and other auto pay date changes that occurred in the past. She kept going back and forth over email each time getting more and more angry with me. As a manager of a business I feel like she should have stepped in to find a solution not provoke the situation more. We have been over charged so many times and it was impossible to try and get the fees reversed. Sometimes as many as twice a month for our gym membership fees. Makenna is her name and she posted personal info in her comment on our yelp review and said she would do the same on our ****** review to expose us. As manager she should have been more supportive when we wanted to cancel after several charges that shouldn't have been made, I believe that is fraud. Instead she got very violent. I feel extremely unsafe.

  Business response

  05/09/2022

  Hello! The person writing this complaint never called the gym and spoke with us. She emailed the club to cancel her membership and my employee **** told her what fees were going to draft because of our 30 day notice policy. The fees were not over $200. It was $131.26 for her and her sons account. This amount included monthly dues and our enhancement fees that draft every May for $27.35. After she was rude to my employee saying she was not going to pay any fees, I told **** to let her know I would waive the enhancement fees for her and all that would be due was the monthly dues for her 30 day notice to the club. That total was $76.56. This policy applies to every member when they cancel their account. There is also an agreement every member signs when they join for cases like this where members don't want to pay either the cancellation fee if in contract or the 30 day notice payment. We told her we would email her the agreement she signed if she forgot. Never once did I say I was going to "expose" them. I never harassed or cussed at her, I have the email thread where she was the one cussing at us and saying she was going to post a negative review. She went online and posted my name with multiple lies about me and our business. Her account has never been overcharged or charged twice. This member was consistently late on her payments in which our billing company, ************** will add late fees after 5 days if payments don't go through. I was nice enough to always refund those late fees back to them multiple times. I made payment arrangements for them multiple times when they couldn't pay their dues. There is no possible way for her to get overcharged when her payment date was the same exact day every month. We have records and notes of all of these things in her account. After I still tried helping her, she said she wasn't going to pay and will let it go to collections. She is just writing fake reviews of lies and sending in any complaint that she can because she didn't want to pay the 30 day notice fee. Please let me know if you need any attachments from the account, I will be happy to provide those. 

   

  Thank you!

  -*************************

  Manager @ ******** Anytime Fitness 

  Customer response

  05/13/2022

   
  Complaint: 17061908
  
  I am rejecting this response because:

  Makenna is not accurate in her response at all. My husband called and asked what steps are next if we so choose to cancel or re freeze our memberships. We were not reminded of any last month dues or enhancement fees that would be owed nor any 30 notice. All we were told to do was email the gym.  I feel that this information should be provided to anyone that asks abiut cancelling so they arent blindsided by surprise chsrges. They just kept referring back to a contract that was signed years ago as if anyone would remember these details. 
  

  Makenna became very rude and aggressive with her replies over email. She threatened multiple time that she was going to post in a ****** review reply financial information in regards to late fees that were reversed. These reversed late fees were also due to a club error as they messed up our auto draft dates many many times after we had requested specific dates for payment. I was not creating fake reviews or anything close to that. I was just posting my experience and the poor customer service i received from them. 
  
  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. ↩