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:05/05/2025

  Type:Order 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.

  I signed a membership with 30 Minute Hit ***************** in September 2024. Shortly after, due to a change in my schedule, I was no longer able to attend. I informed the studio, and starting in October, I was advised by staff that pausing the account was the best option, which I did in good faith. On March 3, 2025, I formally requested to cancel the membership. Once again, I was told pausing was best, and no clear cancellation process was offered. Later, I received a form that would have extended my contract until December 2025, which I did not fully understand or agree to. I have not used the facility since shortly after signing, which is supported by their records.I was never clearly informed of how to cancel. Each time I raised concerns, I was directed toward pausing the account instead. Their cancellation policy was not made clear in any of the communications, and only after repeated follow-ups did I receive information that made it seem like cancelling would extend my contract instead of ending it. This lack of transparency feels misleading and predatory.I am filing this complaint to document my experience and ask that my membership be considered cancelled, with no further charges or collections pursued. I no longer have access to the text messages due to a phone change, but I have email documentation available if needed. I hope this helps encourage better, clearer business practices in the future.

  Business Response

  Date: 06/05/2025

  It is a sincerely unfortunate thing when agreements are disputed for any reason, but especially when a member is mistaken. In this case, this member has shared incomplete information in this dispute.

  The member signed a flexible, month-to-month membership on August 21, 2024, and  elected to upgrade to 12-months to save monthly, on September 4, 2024.

  In both cases, the member received a copy of the agreement outlining all terms and conditions. The member has provided only a copy of the of the first agreement dated August 21. The superseding agreement dated September 4 is missing from the complaint. (Please find attached: September 4 2024.)

  Key items in this agreement include:the PAYMENTS, HOD OPTION, NSF AND LATE FEES, and ATTENDANCE sections which clearly outline most concerns shared.

  This member reached out October 21, 2024 with a request to pause the membership. This was taken care of promptly and with a clear explanation, with the members confirmation and appreciation of such clarification. (Please find attached: October_2024)

  The member reached out in March, 2025 with a request to cancel the membership. The member was afforded the options available to her.Unfortunately, the member was unhappy with the response, based on the membership selected in September, 2024. (Please find attached:March_2025_Complete. Note this was printed and to combine it into one file, as the member elected to reply with multiple subject lines.)

  It is never a fun process to have to enforce membership agreements, but we do so in good faith, with full transparency, and in a timely manner. As you can see there is absolutely no attempt to mislead, or for any of this communication to be predatory.

  The membership fees will continue to be sought, until the overdue balance is sent to collections for non-payment, as has been communicated to the member, on several occasions. (Please see attached:May_2025.)

  Thank you.

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23278541
  
  I am rejecting this response because:

  While 30 Minute HIT states I signed a 12-month agreement on September 4, 2024, I did not intend to enter a long-term contract. I initially signed up for a flexible, month-to-month membership and was later encouraged by a staff member to switch to what was described as an anniversary deal with lower monthly payments. The long-term commitment and strict cancellation terms were not clearly explained to me at the time. I stopped attending the gym regularly in September 2024 due to changes in my work schedule, personal responsibilities, and work-related travel. The gym contacted me via text message regarding my attendance. I communicated my struggles to attend, and I was advised that pausing the membership was the best option, which I agreed to. In December 2024, I changed my phone provider and reset my device, which may contribute to some missed messages. However, the timeline of events and my intentions have always been communicated in good faith. I made every effort to resolve this matter reasonably and promptly. I attempted to formally cancel my membership on March 3rd,2025, and was met with inflexible responses referring to terms I do not recall being clearly presented or explained. I have not used the facility in over seven months and believe it is unreasonable and unfair to continue charging me for services I am not using, especially when I tried to cancel based on valid reasons and early communication. I am still willing to pay for one additional month, whether that amount is $87.20 plus applicable tax or the total of $91.56 plus applicable tax, as per the contract. This is offered as a gesture of goodwill. However, I respectfully request that the business: Waive all remaining charges and fees, Close the account immediately, which has always been my intention.

  
  Sincerely,
  
  Kefern Amberiadis

  Business Response

  Date: 09/05/2025

  We are happy to share the text communication sent to and received from this member. (Please find attached: Text_2024.)

  The members questions and concerns have been asked and answered on too many occasions.

  The Better Business Bureau can now confirm that there has been no breach of conduct or breach of agreement by the business in this situation. It is truly saddening, but a member rejecting a response that is wholly based on fact, is simply not reasonable.  

  While we are never pleased to see a member upset, there is an agreement in place.

  The member made the choice to upgrade to a 12-month membership and has enjoyed the savings of that membership since it was completed. The member had the option to continue the flexible month-to-month membership she joined with, but took advantage of savings and is now not acting in good faith by attempting to dishonour the terms.

  The member claims regarding text messages are also mistaken,as youll read in the text chain: when the member requested a pause of her membership on October 21, 2025. All messages were responded to in a timely manner.
  Again, attendance is explicitly outlined in the membership agreement, and the member has had access to the online portal and online exercises that she has the option of using at home, or anywhere on her own time.

  This topic will continue to be addressed as per the membership agreement, and directly with the member via email. The member will receive notification when/if late fees are mounted (as per the agreement) and should the time come that the agreement is sent to collections.

  This will be the last communication made to the member,through the BBB.

  We completely respect the members option to question through this platform and are happy to have the BBB view and confirm all communication and agreements have and continue to be honest and transparent.

  Thank you. 

  Business Response

  Date: 09/05/2025

  Hello,

  We are simply connecting with you directly, as this complaint, as you can see from all communications is grossly unfair. 

  We will not be addressing the member anymore via this platform, but are happy to answer any further questions your team may have. 

  Small businesses deserve to be treated with the same respect as any one of its customers, and this member is now wasting both yours and our time. We do look forward to not having to forward the account to collections, but will be required to do so if the member continues to neglect payment. 

  Thank you.