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:16/12/2022

  Type:Service or Repair 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 joined 30 minute hit back in 2020 I think. I wasn’t able to start my program due to medical reasons. The owner was kind enough to extend my membership and in February 2022, when it came time to renew, she wouldn’t not allow me to. She gave me no reason. She just said that I was not to contact her and I was not welcome at her gym. I tried to contact Head Office and no one ever returned my calls. I tried and tried to have a one on one conversation with her however Lindsey, the owner, wouldn’t give me a chance. During this time, I had been going through a bad break up, I had moved from Vancouver in **** after having been born and raised there and lived there for ** years. I was going through a very stressful time. I know at times I had been short to staff at the gym and Lindsey did rightfully call me out and I did apologize.
  All I want to do is workout and there is no other gym like the 30 minute hit here. I told Lindsey that I would even sign a document stating that if I was rude, she could terminate my membership. I told her I’d pay full out a year membership. She just ignored my emails-
  I would like to have this resolved and be able to use her gym.

  Business Response

  Date: 17/12/2022

  Hi,  **** is well aware of why she couldn't renew her membership with kelowna hit.    Over the course of her membership ,  she has yelled,  name called, and belittled myself and my staff.   Towards the end of her membership,  I decided that it was best for her to find another facility.  I let her finish her membership and informed her (on many occasions) that due to the incidents over the last year,  I cannot renew her membership.  This has been explained to her many times and she refuses to except my decision.  She kept calling and emailing after her membership expired and the decision was made.  It continued on and on and that is the reason I had asked here to refrain from contacting us again.   She has even ********** to come into the gym and not leave until I take her back as a member.  This is a safe place for myself,  staff and my members and will not have this behavior in my facility.  

  I am sorry **** is having a hard time excepting my decision; however,  my reasons are justified and I have a right to refuse service.

   

  Thank you,

  Lindsey

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I did not yell or belittle any staff member.  I was in a bad place, my life had been turned upside down.  I apologized to the staff and to Lindsey for my behaviour.  However I certainly did not yell and my behaviour was due to my insecurities and certainly not to belittle anyone.  I also didn’t ******** to go to the gym and not leave unless she took me back.  Lindsey *** * **** ** *** ** as I was hurt and wanted to sit down with her and have a conversation with her and she just shut me out.  I was going through a rough time.  I believe she has taken my plea to explain to her what I was going through as a *******  I would never go to her gym and not leave until she took me back.  I am a good kind respectful person and I take responsibility for my actions.  She lead me to believe that we had moved in.  Her denying me membership came as a shock.   I find that Lindsey, as a fitness provider, would be aware of how physical exercise is so important for our mental health.  I am able to submit a doctor note stating how depressed I was and how my anxiety level was high.  As a fitness leader, Lindsey plays an important role in peoples lives whether she is aware of this or not.  When she denied me membership I fell again deeply into depression and became obsessed and that is part of my depression and that is why I tried to contact her several times.  It took work for me to stop.  As I told her, I am willing to do what it takes for her to give me a chance.
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 21/12/2022

  In my previous response,   it stated why **** cannot use our facility and I will not continue with this back and forth.  Again,  she will not be allowed in my facility to due to her verbal abuse and constant conflict.   There are many gym facilities to use in kelowna and recommend that she joins one of those.   I have every right to refuse service and no further communication will be had in regards to this matter. 

  Lindsey

  Customer Answer

  Date: 21/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Lindsey has contacted me three times.  Yesterday she called me twice and today she sent me an email *********** to contact the RCMP.  Please see attached letter.
  
  Again she has belittled me by making false accusations regarding my behaviour.  She shows no compassion or willingness to put this behind us and allow me to be a member.  * **** **** ************** ******* ****** **** ****** *******
  
  Sincerely,
  
  
  
  **** ********