ComplaintsforElite Sports Clubs

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Billing without statement provided and on same day I wrote the check for payment of $ ******

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  IN OCT OF 2023 I CALLED ELITE SPORTS TO CANCEL MY DAUGHTER'S MEMBERSHIP ( I PAY FOR IT ,THE *** IS DEDUCTED FROM MY CHECKING ACCT.) I RECIEVE A VOICE MESSAGE SAYING THAT THE **** IS HAVING A NEW TELE***** SYSTEM INSTALLED TO CONTACT US USE THEIR EMAIL (3 TIMES ) NO RESPONCE.. I TRY THE ***** (3 MORE TIMES ) I FINALLY TALK TO A YOUNG MAN IN MEMBERSHIP WHO SAID I HAD TALK TO A ******,HE TRANSFER ME,****** STATED THAT IS WHEN THE NEW ***** SYSTEM WAS BEING INSTALLED. I TOLD HER I E-MAIL 3 TIMES ,NO REPLY .ON THE ***** OR EMAIL MESSAGES I STATED THAT I WANTED TO CANCEL THE MEMBERSHIP ,I DID NOT WANT TO PAY ANOTHER MONTH,SHE SAID YOU HAVE TO GIVE 30 DAYS NOTICE, I TOLD HER YOUR ***** WASN'T WORKING NO ONE RETURN MY E-MAIL AND NOW YOU ARE GOING TO CHARGE ME FOR ANOTHER MONTH.SHE SAID SHE WOULD CHECK ON IT AND CALL ME BACK,NO RETURN CALL, I CALL4 TIMES NO RETURN ***** CALL. THE SPORTS **** TOOK OUT THE $115.00 FOR NOV.MY DAUGHTER HAS BEEN A MEMBER FOR A COUPLE OF YEARS

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have had several billing issues with Elite in 2023. In the May timeframe, I was able to address with their accounting department and new head of operations. However, massive billing issues still occur and they have removed all ability to contact finance and do not respond to email, which they have requested to be the main form of communications.I purchased a 12-session training package in August. However, they run up the wrong level of trainer (something that I cannot fix nor can the trainer). I contacted them when I noticed that I was charged for training sessions in my next cycle, which should not have occurred since I had a training package. The email was unaswered or acknowledged. I finally had to track down the club manager, explain the situation and ask for her help. She said she'd talk to accounting (this was early October). Once again, no follow up. I sent two more emails over the course of two months, no response. this was over the course of several weeks. When i got the NEXT month's invoice, there were still the original errors and now additional errors and amounts charged. I then sent another email to accounting on 10/31 asking for an explanation and update. I received a response and said they'd issued a credit but took out current charges. I asked for a detailed transaction list, which they sent. Upon review, I was able to easily identify the 13 erroneous charges. I sent a note back on 11/1 with all information outlined and asked if they could review and please call to discuss by 11/3 close of business. During this time I also called the director of operations on 11/2 and left a voicemail asking for a response. As of today, 11/3, no response or acknowledgement. I would the credit to be issued, including the credit card processing fees that they charge each month for invoices.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last week I received an email from Elite Fitness stating that I owed $1,200 on my account even though they had my credit card and it was supposed to be a monthly draw. I had been using their facilities and been using the member app that was rolled out as I was supposed to. I was able to register my children for childcare, tennis class, and used the gym multiple times a week for the past 6 months. I am not disputing that I used the facility since February. My credit card had been updated to a new number in January by the membership coordinator ***** after the number changed and she confirmed that the charges went through. I continued to use the services and facilities without a problem until last weeks email. I was shocked as to why it was not drawn monthly as it was supposed to be per the contract that I signed in the Fall of 2021. When I tried to get a hold of someone at the business office no one would respond to emails and there is not number to speak to a person. I paid the bill. I then spoke to a manager at my location in ****** ****** and he told me the issue was that member credit cards were lost when they updated their billing program and they had not gotten around to calling those members yet even though the program was updated in February. I have been trying to get a hold of a person on the phone to discuss that they breached the contract by not drawing monthly and failing to notify me of the problem with my account in a timely manner. The only response I received was a message with my monthly statements from ***** at the business office and yet no phone call. All I am trying to do is have a civilized discussion with them and I can't get a hold of anyone on the phone after repeated attempts through email to resolve this have failed. I understand that the transition has not gone smoothly with the accounting update but the business also owes their customers the curtesy of a phone call to allow issues to be resolved.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Warning Elite sports clubs are a bunch of deceitful scammers, charging erroneous fees for services not rendered! I have been charged over $500 for not using their free services.They charge fees for services particularly when you do not use them, such as the childcare. Without discussing with me when signing up for the gym (NOT IN THE CONTRACT) or verbalizing this was a gym policy, they charged me upwards of $500 for when my children were unable to make it to the free childcare. After I saw my statement I was going to speak to the accounting department but the statement was followed by an email saying please disregard any erroneous charges as they were updating and transitioning to a new computer system. Only when I saw the next bill did I enquire what the charges were for and was told about their policy to charge when a child does not show up for a scheduled childcare. Many times when we showed up for our scheduled childcare we were upset to see the childcare center was closed with no plan to remedy the fact that they were unable to provide a service they had promised but when we could not make it or were late we were charged and not told about this until hit with a bill.I joined this gym in January 2023 mostly for the childcare services they had promised. Everything they had promised us was a lie. They said we could schedule our children for up to 3 hours of childcare which I found out later was not true, my baby is only allowed to stay for an hour and a half. They have one adult for every 8 children so they are so overwhelmed and cannot give the children the attention they require. More upsetting is how many times my children were soiled when I picked them up because one person cannot effectively change diapers while watching all the other children. When I pick my children up they have awful diaper rashes because they've been sitting in their p*** for over an hour.

  Business response

  04/12/2023

  It was a pleasure being able to meet and discuss this in person with you and I really appreciate your time and feedback. As we chatted about, here are the reasons why we have this in place to ensure the best service to our members: These policies are in place for the safety of your child, that being, we want to ensure that members reserve a space for their child so we can plan accordingly and provide the adequate care (including enough team members) for them while you work out. When members make these reservations and don't show up, it takes away a spot for another member to bring their child so this is the purpose of the fee for repeat offenders. Our apologies again for the original confusion or any lack of clarity on our part around this and look forward to continuing to welcome your family to our club and child care. Please let us know if there is anything we can do to make your experience great. We are here to help!

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for a family membership at Elite Sports club at the River **** location and before I signed I asked if it would be possible to down-level to a couple membership since all of my kids would be leaving within the year. I was assured that it was no problem to do and that I just need to notify member services and let them know when I want to down-level.All my kids have left and after I notified Elite, they said they could not down-level my membership because one daughter (who is 24 years old) is still within 40 miles. ************* this daughter has never stepped foot in the club.

*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. ↩