Complaints

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:08/04/2022

  Type:Billing 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've attempted to cancel my membership at this gym 3 separate times, but they still charge my credit card. I even had a new credit card issued, yet they are still charging me. I've left messages, spoken to someone on the phone while gave me explicit instructions on how to cancel, and emailed the owners. I've filled multiple disputes with my credit card company. This gym is stealing from me.

  Business Response

  Date: 09/03/2022

  Tell Hello,
  My apologies for the delayed return response of BBB's inquiry.  Aside of the sea of messages while addressing various projects, it was discovered my email account was compromised at the end of July and continued thru mid August.
  With regards to the customer's complaint I had to complete some level of research. In working on the bookkeeping this week, her name was been flagged as a challenged account, due to the discovery that she disputed charges on 08/05/2022 and 03/30/2022.  Based on the only written communication we received, it appears that the only legitimate dispute would possibly be for August's dues. 
  I was unaware of the request and/or a challenge w/this account until receipt of the BBB's office reaching out per her complaint. However, the challenge that exists on our end appears to be that the customer has made disputes on legitimate charges per the membership agreement that was in place. 
  She notes that she made at least 3-attempts plus a live conversation w/a rep.  Unfortunately, it is harder to address verbal communication - I never received a message with regards to a complaint or a concerned customer.  However, as made clear via the membership agreement, we have no problem owning our error based on dates of written requests as required for ANY changes on one's account.  We are always willing to make the necessary adjustments and/or refund a customer account if we are in error.  With that being said, I've submitted a request for the customer to forward copies of what she states to have submitted.  
  RELEVANT NOTES TO TIMELINE: As a part of management, her message was submitted May 31, 2022. Her message was inadvertently missed for processing her request - having been pulled via a direct search of her email. This was the only message received.  With respect to the date stamp of the email, her account should've been processed for closure after the final payment of her June dues. Reason being is referenced in multiple areas of the agreement that a 30-day written notice is required for month-to-month members; whereas a final payment may or may not be due based on the timing of cancellation request.  Her dues are set to come out on the 15th of each month. Hence, June 15th would've been the last charge had the rest of her account been current.    
  
  
  A copy of her statement has been included w/the screenshots of communications and the record for the auto-pay system.  Based on the record for written request, for some random reason, March 2022 was disputed as well as August dues.  When a customer does not communicate per the agreement and/or disputes a legitimate charge a service fee is added.  A finance charge is also accrued if an open balance  continues month after month w/o effort to rectify.  This would explain the current balance on account WITHOUT additional record of other written communication. NOTE: Where the customer mentions she changed her card w/the expectation to fix the problem. Our merchant service system is set to auto-apply those changes for the sake of efficiency - and only occurs when accounts are still considered active .  

  We are willing to work w/our customers in accordance to what is fair and respectable, not wishing to take one's trust for granted.  We are human.  We make errors and will own our mistakes where applicable.  We ultimately hope that the customer can own their own mistakes as well, if/when applicable.  We look forward to the additional information requested to assess how to move forward per the contractual agreement that was in place. 

  Thank you for the opportunity to give feedback to the complaint. 
  

  Customer Answer

  Date: 09/03/2022

   
  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,
  
  *********************