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:02/01/2024

  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.

  My wife and I cancelled our membership in May after only one visit due to an unexpected move. Last month, I got an email from them saying they could not process my membership fee (I had cancelled my CC they had on file) and this is how I discovered they were still charging me and never cancelled my membership, however they did cancel hers.I went to the location and was told I would have managements reach out to me the next day (never happened)A month later I got the same email and went back to the store. After many back and fourth emails I was put in touch with ***** their "Director of member services" and even though a screenshot of the cancellation email was sent, along with a copy of the cancellation document they only offered me a partial refund. They owe me over $*** in incorrectly obtained fees and offered $*** as "customer service"It is a blatant mistake on their part however I have had to spend a ridiculous amount of time calling / emailing / driving there to get this sorted and was treated as though this was my issue the whole time. They demanded I forward them the email (screenshot had already been sent and I am not spending more time fixing their mistake)The worst part about this is that in ****** for any membership / service all that is legally required to cancel is a written notice. A company's "policy's" do not supersede the law. I am happy to say after speaking to my CC company and forwarding ******* my email communications with ***** and the team, they are issuing a full chargeback.I have never dealt with a business so innately oblivious to basic customer service. Absolutely pathetic and I warn everyone to be very cautious when signing up at this Gym.

  

  Business Response

  Date: 23/01/2024

  Since November ** 2023 there were numerous follow up attempts with ******. In which we had asked for his initial email to be forwarded. As it would contain his attachment and we would be able to process any refund as necessary. He simply had a screen shot which was hard to verify the correct attached document. Which raised a few additional questions as a former employee had left a detailed note they reached out to ****** June * 2023, stating we never received his cancellation form. We never heard back from ****** until Nov ** 2023. With multiple back and forth emails and phone calls. We never did receive the original forward with the cancellation form. But a separate form completed and a screen shot of an email. Which is hard to tell if it was filled out now for the first time. Through the back and forth as a company and out of customer service, we had still attempted to do a partial refund. As per ******'s response he was not satisfied and leaving it for him to not accept responsibility as what we had requested. As stated we would have made concessions for a full refund when discussed over the phone if simply receiving the full original documentation and reply.

  Customer Answer

  Date: 23/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  A business "policy's" do not supersede ******** law.

  By law, once a written notice of cancellation is provide (screenshot was provided) that is all that needs to happen for a service to be formally canceled in ******. Even my original email stating I wanted to cancel, without the document would have been legally sufficient.

  It is not the job of the customer to follow up with a business over multiple months to get the company mistake fixed. 

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

  

  Business Response

  Date: 24/01/2024

  Hi ******,

  As per your agreement which you had signed. Which in section ************************************************************************* person with written from of cancelling. This did not happen. We alternately made the concession to fill the form and send back. You claim you had sent the form, but it was not. We did receive your wife's cancellation form. I even made arrangements if you could have provided the original email and send with the attachment. Which would have been the easiest route for us to issue a full refund. 
  

  We lastly were offering a partial refund for $******  in addition were going to remove the balance owing of $******. Which we did not have to do. But were willing to out of customer service. You had declined this offer.

  At this point we now have removed our offer and left no choice, but to proceed with sending the amount owing to collections.

   

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

  Director of - Member Services 

  Customer Answer

  Date: 25/01/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Hey, Sounds great. I'll be there tomorrow and we will resolve this in person.
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 25/01/2024

  Hi ******,

  I am here *** ***** *** Friday January **. If you could simply contact ahead of time. So we can plan accordingly and that i would not be with another client/member.
  

  Thank you 
  

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

  Director of - Member Services