Complaints

This profile includes complaints for Fitness World's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fitness World has 18 locations, listed below.

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  Fitness World

  140 6351 Westminster Hwy Richmond, BC V7C 4V4

• 

  Fitness World

  200 19925 Willowbrook Dr Langley, BC V2Y 1A7

• 

  Fitness World

  1214 Howe St Vancouver, BC V6Z 1R5

• 

  Fitness World

  200 1185 W Georgia St Vancouver, BC V6E 4E6

• 

  Train by FW

  4827 Main St Vancouver, BC V5V 3R9

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:29/05/2025

  Type:Billing 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.

  Last month (April 2025) I called into my Fitness World location in ********************* to pause my membership as I was away for a work trip and also vacation. The gentleman on the phone asked for my number and name, then said he would process the freeze for me. To my surprise once I returned home a month later, I had over a dozen emails about missed payments and late fees, saying this was my final deadline. I called back in and another employee, who was quite rude, told me I had needed to sign a freeze form and that it was in the membership agreement.Its utterly ridiculous and completely misleading for an employee to present false information to a customer and then expect them to go back 2-3 years and find a membership agreement email to read the fine print. If I was told that I needed to sign a freeze form I would have drove down in 5 minutes and done that no problem. After calling my location numerous times (4+) I continued to be told the manager would reach out which never happened. Finally today, May 28th, I spoke to a manager and they said they couldnt help me at all, and they were not able to provide me with a credit or removal of those fees. After asking for an email for corporate or for an email to lodge a complaint she told me that those did not exist which I dont find believable at all and if it was the truth its quite honestly insane members have no avenue to contact the company to resolve an issue.

  Business Response

  Date: 29/05/2025

  This matter was also brought to the attention of our collections team and has been handled internally.  Thank you.

• Initial Complaint

  Date:16/05/2025

  Type:Customer Service 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 have been trying to cancel my Fitness World membership, but the general manager at the ************** location has not responded to my cancellation request.On May 9th 2025, I sent an email to the surrey location ** (as instructed by the desk staff over the phone) requesting to cancel my membership as I no longer live in the province and dont have access to a fitness world location. As of today, May 16th 2025, I have received no response. I called in for assistance with the cancellation and was told the ** is at the gym and will respond to me soon. Its been four days since with no response. I have reason to believe my request is not being taken seriously, and I am still getting billed. This delay is unacceptable and seems to be a tactic to continue billing customers even after theyve made a clear request to cancel. I am concerned that continued charges may occur, and I want to prevent this from being sent to collections or damaging my credit. I honestly did not want to do this, but seeing how many complaints there are about cancellation issues, its clear that they are not taken seriously by the managers at the gym. I cannot go in person for resolution either because Im not in **. I have documented proof of my request and would like immediate confirmation of cancellation. I am asking Fitness World to:1.Cancel my membership effective immediately.2.Provide written confirmation that no further charges will occur.3.Ensure that this matter is not sent to collections under any circumstances.I can provide proof of relocation if needed.

  Business Response

  Date: 22/05/2025

  Thank you for bringing this matter to our attention. Our General Manager has been in direct communication with the member, and we are currently awaiting documentation to verify their relocation. Once valid proof has been received, we will proceed with finalizing the early termination of their membership agreement. We are committed to resolving this matter promptly and appreciate your patience during this process.

• Initial Complaint

  Date:13/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am writing to file a formal complaint regarding the mishandling of my personal training sessions, unauthorized charges during a medical freeze, and the unacceptable response from your management team. Fitness World location at ************************************* I purchased 22 personal training sessions for CAD $1,900. However, shortly after the purchase, I suffered a worst TFCC injury in my wrist, which required me to wear a cast for three month I informed your sales representative of this injury, and she reassured me that I could apply for a medical freeze and resume training once I recovered. I was explicitly promised that the sessions would not expire and was encouraged to proceed with the purchase during the promotion.Following this advice, I submitted a medical freeze request. I did not attend a single session during my recovery period. When I returned to the gym after removing my cast, I was told that my personal training sessions had expired. Your manager claimed that only my membership was frozennot the personal training package. This is completely unreasonable and misleading. It is common sense, and was clearly understood in good faith, that both services would be frozen together, especially since I was medically unable to participate in **************************** make matters worse, during my medical freeze, I was still charged three separate fees totaling CAD $91.54, which should not have occurred. I was promised these charges would be refunded, but they have not yet to be returned. I then resumed training and completed 10 of the 22 sessions. At that point, I was once again told that the remaining sessions had expired. Despite efforts from both my personal trainer and the original salespersonwho repeatedly confirmed that sessions were not supposed to expireyour management refused to honor the agreement and terminated my access to training halfway through the program

  Business Response

  Date: 22/05/2025

  Thank you for your message.
  
  Were sorry to hear about our members experience and understand their frustration. To clarify, personal training sessions at Fitness World do have expiration dates. However, we do allow extensions for medical reasons when appropriate documentation is provided.
  
  We are currently reviewing this account, including the charges made during the freeze and the status of the remaining sessions. This review is being handled by our management team, and we will follow up directly with our  member once it is complete.
  
  Thank you for your patience as we work through this.

  Customer Answer

  Date: 29/05/2025

   
  Complaint: 23321931
  
  I am rejecting this response because:

  Dear Better Business Bureau,
  
  Thank you for your continued assistance regarding my complaint against Fitness World (************ location).
  
  I would like to provide an update:
  Fitness World has refunded the amount related to my unused personal training sessions, for which I am grateful.

  However, several charges remain unresolved:
  CAD $91.54 Charged during my approved medical freeze period, despite being unable to use the facility.
  CAD $32.54 An unexplained charge made on May 2, 2025.
  CAD $82.40 The membership deposit collected at the time of sign-up, which has not been refunded.
  
  These charges were either made during a period when I was medically excused from using the gym or were not transparently disclosed at the time of payment. I have reached out to Fitness World requesting these remaining refunds but have not received a resolution as of today.
  
  I kindly request that this complaint remain open until the full amount of CAD $206.48 is refunded.
  
  Thank you for your support in helping resolve this matter fairly.

  
  Sincerely,

  Jingyu (***** ) Feng

  Business Response

  Date: 02/06/2025

  Thank you for your follow-up.

  Were glad to hear you received the refund for your unused personal training sessions.

  With regard to the remaining charges, we have refunded all membership dues collected during your approved medical freeze period, including the annual fee, which is typically still payable during a freeze. This was done as a gesture of goodwill. The charge of $32.54 on May 2, 2025, was a regular biweekly dues payment that resumed automatically at the end of your six-month medical freeze and occurred prior to your membership cancellation. The $82.40 membership deposit collected at the time of sign-up is non-refundable after the first 10 days of membership, as outlined in the terms agreed to upon joining.

  At this time, all applicable and eligible refunds have been processed.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23321931
  
  I am rejecting this response because:

  Subject: Ongoing Concerns Unresolved Charges During Medical Freeze & Unreturned Deposit (Fitness World)
  
  Dear BBB,
  
  Thank you for your continued attention to my complaint regarding Fitness World (location: *************************************************************
  
  While I have received a refund for the unused personal training sessions, there remain several unresolved charges that I believe were collected unfairly, despite multiple attempts to clarify with the business:
  
  ?? Unresolved Charges:
  
  $92.00 CAD Collected during an approved medical freeze period, despite clear verbal and written communication from the companys staff (employee: Qu ***) that no charges would be applied during that time. The breakdown of these charges is:
  
  October 18, 2024 $13.95 CAD
  November 1, 2024 $54.81 CAD
  December 27, 2024 $23.24 CAD
  
  
  $82.40 CAD deposit This was collected at sign-up and I was explicitly told by staff (Qu ***) that it would be refundable. The company now refuses to return it, citing policies that were not disclosed to me at the time of purchase.
  
  ?? My Position:
  
  These charges directly contradict what was promised by the companys employee during the medical freeze request and at the time of sign-up. I believe this constitutes misleading and unfair business conduct.
  
  ?? Request:
  
  I respectfully request that Fitness World refund the total remaining amount of $174.4CAD, which includes:
  
  Medical freeze charges: $92.00 CAD
  Refundable deposit: $82.40 CAD
  I appreciate BBBs continued assistance in resolving this matter and ensuring Fitness World upholds fair and honest practices with consumers.
  
  

  Sincerely,
  
  Jingyu (***** ) Feng

  Business Response

  Date: 11/06/2025

  We would like to clarify the following regarding the concerns raised:
  
  1. Medical Freeze Charges ($92.00 CAD):
  These charges have already been refunded to the member. We believe this portion of the complaint has been resolved in full.
  
  2. Initial Deposit ($82.40 CAD):
  As previously communicated, and as outlined in the membership agreement signed by the member at the time of enrollment, the initial fees of $82.40 are non-refundable after the first 10 days of membership. This policy was provided in writing and acknowledged by the member upon joining.
  
  We remain committed to transparency and fair business practices and appreciate the opportunity to provide clarification.

  Customer Answer

  Date: 12/06/2025

   
  Complaint: 23321931
  
  I am rejecting this response because:

  thank you for your previous assistance regarding my dispute with Fitness World.
  I am writing to follow up on the matter, specifically concerning the $82.40 CAD down payment I was charged at the time of enrollment, which I strongly believe should be refunded.
  
  Background:
  I enrolled in a personal training program with Fitness World and paid in full for 22 personal training sessions. Unfortunately, before I had the chance to attend even one session, I suffered a TFCC wrist injury that required casting. Upon notifying the gym, I was advised by the sales representative (*** **) to apply for a medical freeze. She assured me explicitly that I could resume my sessions after recovering, and that the sessions would not expire.
  
  When I returned to training after recovery, I was able to attend only 8 sessions before being told that the remaining sessions had expired. The gym manager claimed that only my membership was frozen, not the personal training packagedespite prior verbal assurances and internal discussions between the sales staff, my trainer, and the manager. Despite those efforts, the manager chose to terminate my training midway, without refund or continuation. This was misleading and unprofessional, and I consider it consumer deception.
  
  After bringing this matter to BBB, Fitness World agreed to refund the unused personal training sessions and charges incurred during my approved medical freeze.
  
  However, they have refused to refund the $82.40 CAD down payment, citing that it is a non-refundable initial deposit. I dispute this claim based on the following:
  
  The membership agreement clearly identifies the charge as a Down Payment, not a non-refundable administrative or processing fee.
  There is no clause in the agreement that explicitly states this fee becomes non-refundable after 10 days.
  I was informed at the time of sign-up by the sales stuff QU MEI  that this charge would be refundable if services not used.
  I never received the full service promised in the contract due to medical injury and Fitness Worlds refusal to honor its verbal commitments.
  
  Request:
  
  I am respectfully requesting a full refund of the $82.40 CAD down payment, which was collected under misleading circumstances and without delivering the promised value or services.

  Thank you again for your time and assistance.
  Sincerely,
  
  Jingyu (***** ) Feng

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Membership *** on April 1st, paid for the month of April but they charged again on top for annual maintenance on May 1st and calls not being returned by management.

  Business Response

  Date: 05/05/2025

  Thank you for bringing this matter to our attention. After reviewing the account, we can confirm that the annual fee was charged in accordance with the terms outlined in the membership agreement and within the required 30-day notice period. However, as a gesture of goodwill and in the interest of customer satisfaction, we will be issuing a full refund of the annual fee. We value our members and appreciate the opportunity to address and resolve concerns.

• Initial Complaint

  Date:11/04/2025

  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.

  Fitness World Canada sends emails to subscribers and the emails do not contain unsubscribe option within any of the emails sent.This is in violation of the Canadian Anti-Spam Legislation.I have replied to the emails and have requested to unsubscribe and continued to receive emails from the *********** ******, under the Canadian Anti-Spam Legislation (CASL), all commercial electronic messages (CEMs) must include a working unsubscribe mechanism. This mechanism must be easy to access and use, valid for at least 60 days after sending the **** and must be complied with within 10 business days of a recipient's request.Consequences of Not Complying:Legal penalties:Businesses and individuals who fail to comply with CASL can face significant fine.

  Business Response

  Date: 15/04/2025

  Thank you for bringing the member's concerns to our attention.

  We would like to clarify that under Canadas Anti-Spam Legislation (CASL), transactional and relationship emails (such as account updates and membership notifications) do not require an unsubscribe option. These messages are considered necessary for maintaining our relationship with the member and are exempt from the unsubscribe requirement.

  The last transactional email in question was sent to the member on April 10, 2025, the day prior to their membership cancellation, providing important information related to their account.
  
  We are committed to full compliance with **** and to ensuring that our members are informed about any updates or changes that affect their accounts. We also aim to make our communications as clear and transparent as possible to enhance the member experience.

  If there are any further concerns, we are happy to discuss them in more detail and work toward a satisfactory resolution.

  Customer Answer

  Date: 16/04/2025

   
  Complaint: 23193460
  
  I am rejecting this response because:

  This is not in response to the cancellation request. This is in response to marketing messages that were sent daily, on April 1, 2, 3, and 4.

  Please see attached screenshots with timestamps. You can see from these screenshots that there is no visible unsubscribe mechanism on these newsletters which is required under the Canadian Anti-Spam Legislation (CASL). "All commercial electronic messages (CEMs) must include a working unsubscribe mechanism."

  This is standard email marketing guidelines in ****** and ************* and should be shared with the marketing team to comply with the CASL.

  TY

  Business Response

  Date: 17/04/2025

  Thank you for your follow-up and for sharing the screenshots.
  
  To address your concern, the emails sent on April 14 were not marketing messages, but informational updates about our new appdesigned to help current members access their accounts and check into the club more easily. These are considered service-related messages under Canadas Anti-Spam Legislation (CASL) and are not required to include an unsubscribe link.
  
  That said, we value your feedback and are reviewing our communications to ensure theyre clear and compliant.
  
  Please let us know if you have any further questions.

• Initial Complaint

  Date:09/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 up for a month-to-month membership and only used the facilities for a short time before I had to relocate out of province, far beyond 30km from any Fitness World location. I contacted your team to cancel my membership, citing material change. Despite that, I was told I would still be charged for 30 more days, including two biweekly payments and an enhancement fee totaling over $100, after having only paid around $35 for the month I actually used the gym. Such fees for only a month's use of their gym (and especially considering the state of their facilities) is no where near justified.I communicated this over email and asked specific questions, but instead of any meaningful support, I received a generic response that ignored my concerns entirely. I have not received any replies since. Its unprofessional and further reinforces the terrible reputation Fitness World has earned when it comes to cancellations. Given that my contract was month-to-month, I find it unacceptable that I am being charged even more aggressively after cancelling. I find it telling that I have been ignored over email, but I expect this message to receive a response now that it is documented.

  Business Response

  Date: 10/04/2025

  Were sorry to hear that our member was dissatisfied with their experience and appreciate them taking the time to share their feedback.
  
  Regarding the charges in question, we can confirm that the member's account is being billed in accordance with the terms outlined in the signed membership agreement. As per the agreement, the annual fee is due and payable in full if a member chooses to cancel within the first 60 days of membership. This is a standard part of our billing process and is clearly stated in the membership terms provided at the time of joining.
  
  We also understand the member expressed disappointment with the state of the facilities. We take this feedback seriously, and were always striving to improve the member experience. If they would like to share more specific feedback or suggestions, we would welcome the opportunity to hear from them directly. They can reach our team anytime at ***********************************************************.
  
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 10/04/2025

   
  Better Business Bureau:
  

  This complaint has been dealt with and can be closed

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

• Initial Complaint

  Date:03/04/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 have been a member at Fitness World Semiahmoo for over a year now (unsure of my exact join date). For several personal health reasons, I have been to the facility only a handful of times, if not less since I joined. For reasons that I do not wish to elaborate on as they are personal and have to do with my mental health, I was never able to reach out prior to March 30th, 2025 to cancel my membership (when I went into the gym to sign the cancellation documents). The team member that helped me was nice and professional, and told me that since I am on a monthly contract, I would require to provide 30 days notice, and be liable for any fees that may be due within the given timeframe (until the notice period is over, on April 30th). I had and have absolutely no issue with my biweekly dues to be paid and especially since I would still be given access to the gym until the end of April (not that I would be using it, but still). That makes sense to me. Although, It certainly would have been nice for the employee to elaborate on said charges, as I assumed he was only talking about my biweekly dues, but it is my fault for not asking. Its not surprising for a business to not give details such as this when deemed unnecessary I guess, since their comeback would be (its on your contract). The issue I am having is that a couple days after I went into to cancel (on April 1st, 2025), I found a charge of $52.49 on my account, and upon looking into it, I found out that it is the club enhancement fee, or something along those lines. I realize that they are within their right to charge this, but as a citizen in this close-knit community, all I ask for is some compassion and understanding. I find it unethical to charge me this amount at this time, and have absolutely zero leniency about refunding either the full or a prorated partial amount, given when my membership ends (less than a month after the payment). I wanted to elaborate further but my character count is limited.

  Business Response

  Date: 08/04/2025

  The member signed a membership agreement requiring 30 days written notice to cancel month-to-month memberships. This includes responsibility for any fees due during that period, including the annual enhancement fee.

  We received the members cancellation request on March 30, 2025. Per the agreement, the annual fee was due April 1st and was charged accordingly.

  While the fee is non-refundable, as a customer service gesture, we have waived the remainder of the 30-day notice period. No further charges will be made.

  We appreciate the opportunity to clarify and are happy to answer any further questions.

  Customer Answer

  Date: 09/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:27/03/2025

  Type:Customer Service 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 need help to cancel a renewal that I did not consent to, at ************** Fitness World. I signed up for a one-year contract with them last year on Jan 31st, 2024, but then I did not use the facility afterward.I went back last year several times, to cancel my membership due to material changes that had occurred in my life, and they told me the membership was cancelled (and I didn't need to use the gym if I didn't wish to), but my bi-weekly debits had to still run till the end of the term, i.e. till Jan 31st, 2025. So I agreed to make my payments till the end of the 1-year term.But then, after Jan 31st, 2025, I noticed debits still going through my credit card, and I went back again to complain on March 15th, 2025.The staff claimed I'd never requested a stop on my renewal- that I only requested a cancellation of the 1-year subscription, which they could not cancel under any circumstance since I had agreed to sign up for a year. And that I never mentioned anything about **********, they told me they would consider my request to cancel the renewal, but could not guarantee that my renewal would be cancelled, and they would continue debiting me until they considered it cancelled.I now have a due balance of $83.96 & penalties of $20.00 (total $103.96) with them; being the charges levied after my 1-year contract lapsed.I called them again today (Mar 26th, 2025), and they said I must pay all renewal due amounts, and the payment billing shall still go on until when and if - only if they approve the cancellation of my renewal. Therefore, my cancellation shall never take effect till I pay the due balances & allow continued unchecked billing.Desired outcomeKindly help me to cancel the renewal & cancel all due amounts applied after my 1-year contract's expiry. I have reached my wit's end.The Consumer Protection Act 24 (4)], indicates that my 1-year subscription should not be renewed without my consent in writing, and I did not give my consent.

  Business Response

  Date: 28/03/2025

  Hi team.  We are currently dealing with this internally. 

• Initial Complaint

  Date:05/03/2025

  Type:Customer Service 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 visited the gym in *******, ** in person to cancel my membership and personal training contracts. I was told that since personal training was only available to holders of gym memberships, I only needed to sign the gym membership cancellation form. Without an active gym membership, my personal training contract was effectively cancelled. I have the gym membership cancellation contract which proves the date I cancelled my membership. I just found out that Fitness World secretly continued to charge me $99.75 at least every 2 weeks after I had cancelled my contract (cancelled in October 2024). I went on their website and to the question: "Do I have to be a member to purchase Personal Training", it clearly states: Our talented Personal Trainers are in high demand, so sessions are only available to members, so they can access the one-on-one guidance they need".

  Business Response

  Date: 06/03/2025

  Thank you, we have resolved this with our member directly.

• Initial Complaint

  Date:25/11/2024

  Type:Customer Service 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 up for a month the month membership at fitness works over a year ago . I let them know both on the phone and in writing I wanted to end the contract they kept taking money out of my bank account after I told them not to and said I had to come into the club to cancel contract . I went in today and was told that in order to cancel the contract which I paid more for a month do I could cancel that they wouldnt give me the form to sign to cancel my membership until I paid $225 . I told them I could pay at another time but for now I would like to cancel my membership so I would stop getting charged . They said it was in the contract I signed . Not for a moment did they mention this when signing up this seems like a fraudulent strong hold through contracts that seem to go against better business practices . I want my contract ended I also emailed them over 6 months ago regarding this .

  Business Response

  Date: 27/11/2024

  After reviewing our records, we found no documentation of a prior cancellation request from this member. While we are unable to backdate the cancellation, as a gesture of goodwill, we have waived the required 30-day notice period, cancelled their membership, and ensured no further charges will be applied.
  
  Should the member provide proof of a previous cancellation request to *********************************** we would gladly reassess their request to waive the past-due balance; otherwise, the outstanding amount remains due and payable.

  Customer Answer

  Date: 16/04/2025

  Hi I just received your notice , Im messaging you to let you know the emails saying I owed money to fitness world have resumed .  Please help me rectify this , I had a month to month contract and stated I wanted out . 

  Business Response

  Date: 28/04/2025

  Please see our response below, originally submitted through your BBB correspondence in November 2024. At that time, we did not receive a reply with the requested documentation.

  After a thorough review of our records, we found no evidence of a prior cancellation request from the member. While we are unable to backdate the cancellation, we have, as a gesture of goodwill, waived the required 30-day notice period, cancelled the membership, and confirmed that no further charges will be applied.
  

  If the member is able to provide proof of a previous cancellation request by emailing *********************************** we will gladly reassess the outstanding balance. Otherwise, the current amount remains due and payable.
  Please let us know if you have any further questions or concerns.

  
  

  Customer Answer

  Date: 29/04/2025

   
  Complaint: 22594359
  
  I am rejecting this response because:

  I emailed several times and went into the club and was told I was not allowed to cancel until I paid off full balance was also told I couldnt cancel online or via phone here is an email stating I wanted to cancel it , they are again trying to get me to pay the balance and will continue to keep doing so 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 30/04/2025

  Thank you for including attachments with your response. However, the documents provided do not confirm that your cancellation request was submitted prior to November 2024.
  

  One of the attachments shows a reply sent to a "do not reply" email address on November 22nd, which coincides with the timing of your first BBB complaint. Unfortunately, this does not meet the requirement for providing proper notice.
  

  To proceed with waiving the outstanding balance, we will need valid proof that an email was successfully sent to an active company email address on or before August 1st, 2024.
  

  Please let us know if you can provide such documentation. Were happy to review it and assist you further.