Complaints

• Initial Complaint

  11/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 8/19/2024, I signed up for a membership at the Anytime Fitness facility in ******, *******. At the time, I was traveling as a Registered Nurse between ******* and *******. When I first signed up for the Anytime Fitness membership, I was assigned to the *****, Wyoming office. Shortly after I signed up for the ******, Wy., membership, my company unexpectedly reassigned my travel assignments outside of *******. I no longer needed the services of Anytime Fitness and requested the membership be cancelled. I understand there was a $50 cancellation fee, and I was fine with that. I requested this be cancelled immediately so no further charges would be posted. I have spoken to at least two representatives at Anytime Fitness, and both times I was denied the cancellation request and told that because I signed up for the services, it was also my responsibility to maintain the membership even though I've only used their facility once. I no longer have any further need for Anytime Fitness services, and I certainly don't care to step into another Anytime Fitness location ever again. Now I'm being held responsible for another $52 per month in membership fees until August of 2025 for services I'll never use. This is simply a very greedy company who developed an incredibly restrictive membership cancellation policy and refuses to consider any other circumstance outside of the two parameters already mentioned. Now I'm being forced to start paying the membership fee again or risk being reported to the credit bureau and have my credit rating tainted, all because Anytime Fitness doesn't want to look out for its members and only wants to keep their membership fees for as long as possible even though this member no longer wishes to be a member, let alone step into another one of their facilities. Any assistance would be most appreciated! Thank you!

  Business response

  11/20/2024

  In response to Mr. ****************** is unfortunate that the customer has chosen to respond this way. We take offense to be called a "greedy company" when in fact we went above and beyond for this costumer. It clearly states in the membership agreement what the terms are for cancelation. Mr. *********** had the choice when joining of how long he would like to commit for and we offer any time frame to meet the customers needs. The store manager in ******, ******* was asked by Mr. *********** to cancel his membership because he was moving for work. The manager stated that he would have to contact the billing department for canceling due to relocation because there was three Anytime Fitness in the town where he was moving too. The agreement clearly states that if your moving to an area with another Anytime Fitness your membership will automatically transfer to that facility. Mr. *********** didn't want to transfer and was not happy that he had to keep the membership. The store manger reached out to myself a few days later to see if I could assist with the issue. I spoke to Mr. *********** and explained to him what the cancelation policies were again, but I could tell he was frustrated. He stated that he didn't think he was going to be moving when initially joining and the three location were he was moving too weren't very convenient. I told Mr. *********** I would contact the billing company to see what we could do to help. The billing company was willing to allow Mr. *********** an early cancel with a $50 cancellation fee which is listed in the membership agreement cancelation policies. He seemed very thankful when speaking with him. So again, we are disappointed that after helping resolve this issue with Mr. *********** that he would post this complaint.

  Thanks, 

  *** ****** JR

  Co/Owner

  Customer response

  12/02/2024

  Unfortunately, the reply from the BBB after I submitted my complaint, the e-mail reply got sent to my spam e-mail and was completely missed, otherwise I would certainly have responded. I did have a chance to read the response from the Anytime Fitness representative, and he completely misstated our conversation and the reason why I was requesting a cancellation. The Anytime Fitness representative made it look like I was cancelling due to an inconvenience, when that wasn't the case at all. In addition, it also sounded like they attempted to solve the issue before I filed a complaint with the BBB, and that is true; however, it was their intent to not resolve the issue to my satisfaciton which resulted in the filing of my complaint. Once the complaint was filed, I then received a call from the Anytime Fitness representative, and he was more than willing to resolve the case immediately. I had asked nicely to discontinue my membership for a valid reason in the first place, they declined due to an extremely restrictive cancellation policy, and a complaint to the BBB was filed. The company didn't wish for their name to be tarnished with a BBB complaint, so they decided to relent and make whole my request, yet they were quite misleading as to the circumstances of the complaint.  Thank you for allowing me to make this complaint and solve this issue.

*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. ↩