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

  140 6351 Westminster Hwy Richmond, BC V7C 4V4

• 

  Fitness World

  477 Interurban Way Vancouver, BC V5X 0C7

• 

  Fitness World

  9855 Austin Ave Burnaby, BC V3J 1N4

• 

  Fitness World

  305 7468 Lansdowne Rd Richmond, BC V7C 0B7

• 

  Fitness World

  200 2150 W Broadway Vancouver, BC V6K 4L9

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:10/09/2024

  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 am filing a complaint against Fitness World due to unresolved issues regarding my personal training sessions and gym membership.On August 22, 2024, I sent a formal email requesting the cancellation of my gym membership and a refund for unused personal training sessions due to a medical condition that prohibits me from attending the gym for one year (as documented by my physician). My membership should have been canceled as of June 6, 2024, yet I have received no response.I have calculated that Fitness World owes me a refund of CAD ***** for 10 unused personal training sessions that I am unable to attend due to my medical condition. I have paid for 44 personal training sessions and have finished 34 sessions.Despite multiple attempts to contact Fitness World and resolve this issue, I have not received any communication or refund from their management team.I am requesting the BBBs assistance in resolving this matter and ensuring that I receive my refund of CAD ***** and confirmation of the cancellation of my gym membership since June 6, 2024.

  Business Response

  Date: 01/11/2024

  Hi BBB Team,

  Our apologies for the late response on this complaint, however it was not received on time by us due to the BBB sending the complaint to the incorrect email address.

  Please note that this complaint has been handled internally with our member, and a refund has been issued.

  Let us know if we can be of any further assistance on this.

  Thank you.
  
  Best,
  ******

• Initial Complaint

  Date:03/09/2024

  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.

  Manager of *********** refuses to acknowledge cancellation of membership and continues to charge credit card after months of trying to get them to cancel.

  Business Response

  Date: 01/11/2024

  Hi BBB Team,

  Our apologies for the late response on this complaint, however it was not received on time by us due to the BBB sending the complaint to the incorrect email address.

  For this member our records show that their membership was cancelled effective December 10, 2021, and their final membership charge was on November 15, 2021.  

  If this previous member is still seeing charged from Fitness World on their bank or credit card account, they are possibly paying for another member; please have them send a copy of their statement confirming these charges to ************************************************************************************************************************************************************ for further review.

  Thank you.
  
  Best,
  ******

• Initial Complaint

  Date:03/09/2024

  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.

  Started with Fitness World (********) in the early 80s. Moved to *******. I have sent emails, a letter, and several phone calls to ***** ***, No calls returned. They continue to bill me , knowing that Kelowna has no Fitness World or ***** **** Gyms from my contacts. They now have increased the amount by **** times the amount. This is very stressful and just not right. I need the billing to stop. Due to Changes in the circumstances of the supplier, ie ~ closing the Kelowna faculties. Cancellation of the contract has been requested numerous times. People should be made aware of these practices.

  Business Response

  Date: 01/11/2024

  Hi BBB Team,

  Our apologies for the late response on this complaint, however it was not received on time by us due to the BBB sending the complaint to the incorrect email address.

  We have reviewed our files and our records show that this member had enrolled at our ************* location, which was reopened after a temporary closure in 2020.  Communication was sent to all members to notify of clubs reopening, and the permanent closure of some of the prior ***** **** Fitness Clubs, when Fitness World took over after their bankruptcy.  We have no record of receiving a written request for cancellation from this member until an email we received on August 29, 2024, the membership was cancelled effective August 30, 2024 and there have been no further charges.  If this member has record of a previous cancellation, please have him send to ************************************************************************************************************************************************************ and we would be happy to review further.

  Thank you.

  Best,
  ******

• Initial Complaint

  Date:23/07/2024

  Type:Facilities 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.

  This is regarding Fitness World at *************. Their HVAC system is extremely flawed, right in the middle of summer, AC is not working, and you can feel you are not breathing fresh air. After my workout, I got out with a huge headache, which got better after I left and breathed fresh air. Air quality is horrible, it is only a matter of time until someone faints from lack of oxygen.

  Customer Answer

  Date: 23/07/2024

  Name added 

  Customer Answer

  Date: 23/07/2024

  Full name *********************

  Business Response

  Date: 07/11/2024

  Hi BBB Team,
  
  Please reopen case #******** and post the below as our response:
  
  Our apologies for the late response on this complaint, however it was not received on time by us due to the BBB sending the complaint to the incorrect email address.
  
  Our ventilation issues were logged for maintenance, our AC and ventilation was fixed late July/early August and we had no issues afterwards; we apologize for any delays, or discomfort that may have been caused. 
  
  Best,
  ******
  
  Member Services
  ***********************************************************

• Initial Complaint

  Date:01/07/2024

  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.

  Hi BBB This complaint is made to Fitness World ******** location for unauthorized charges and credit card abuse of customers.I currently out of town since last December. I signed up an one year membership with Fitness World ******** location on January 7, 2023. When I signed up the one year contract, the employee at the front counter charged me for the first month and last month membership fee as showed in the screenshot attached below. However after December 2023 I was out of town, I phoned Fitness World in late January asking when my membership will expire, the agent over the phone said February.I phoned the gym in late May because I discover there was a charge from Fitness World in May and I was wondering why I was being charged again and the membership expired already. The manager *********************** over the phone said they will just automatic extend my membership because it is like phone plan. However I was out of the town if I wanted to extend why should I phoned in in January and confirm my membership will end February. But this morning when I checked my credit card bill again and I was shocked since February Fitness World ******** location charged me 9 times since Feb 2, 2024 with eight $17.84s and one $70.33. I phoned in late May and the manager *********************** over the phone said the cancellation need 30 days notice and need me to sign the form. However the truth is when he hanged up the phone he just cancelled my membership because my membership showed inactive on the *** and did not send any kind form in next few days. A few days later I sent the complaint message through their official website and then manager finally sent "a" form but seemed not official and made by himself without any logo asked me to sign. If I don't go back to ******** and is the fitness world going to charge me for the rest of my life? This is really a scam and absolutely unacceptable and I really need our assist to get my money back.

  Business Response

  Date: 16/07/2024

  Please note that there is no expiry date on our memberships,once a members committed term is completed the membership continues on a month to month basis; a month to month membership can be cancelled at any time with 30 days prior written notice.  This information is included in the attached membership agreement that was signed by this member.

  Although we are unable to provide a refund as we have no record of a cancellation requested prior to May 28, 2024, as a customer service gesture the 30 days notice was waived and the membership was immediately cancelled at that time.

• Initial Complaint

  Date:24/05/2024

  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.

  In June, 2023, I signed up for a new gym membership and purchased a personal training package. Before I finished that first package, I was encouraged to buy a second package because they were having a promotion. Feeling good about my training, I did so.Shortly after this second purchase, I sustained an injury at the gym, rendering me unable to continue with the training sessions.The injury was a result of my work with this trainer, and while he encouraged me to take a short break and see a physiotherapist, which I did, he also encouraged me to return within a week, at which point I aggravated the original injury even more.At this point, I immediately provided a medical note to the gym confirming that I would be unable to continue working out for at least 6 months. In reality, my rehabilitation has taken much longer. Well into the new year I continued to experience new pain and immobility. Even as recently as late-January I had a flare up of the original injury that lasted a week. Despite having some employer provided health insurance, I have still been forced to spend approximately $500 out of pocket on rehabilitation services that continue to this day.I quickly wrote to the gym and requested a cancellation of my membership and refund of the training package I had just purchased, and only used 2 of the 15 sessions. Since my original request with the gym, I have diligently followed up on my refund request. Each time, I have been met with promises of prompt action and assurances that my request would be expedited. However, despite these assurances, I have yet to see any progress or receive any indication that my refund is being processed.On April 23, after finally emailing a different department of Fitness World, they cancelled my monthly membership, but have not agreed to refund the training package.

  Business Response

  Date: 06/11/2024

  Hi BBB Team,
  
  Our sincere apologies for the late response on this complaint, however it was not received by us due to the BBB sending the complaint to the incorrect email address.
  
  We have reviewed our files, which show a refund was provided to the member's MasterCard on file (ending in 5964), on March 27, 2024.   Our records indicate that 4 of the 15 sessions were used, and we refunded for the 11 unused sessions, for a total of $866.25.
  
  Best,
  ******
  
  Member Services
  ***********************************************************

  Customer Answer

  Date: 06/11/2024

   
  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:08/05/2024

  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.

  I want to complain about Fitness World, 477 Interurban Wy, *********, BC V5X 0C7.. I had a one year membership contract with the gym and no one told me to go over and cancel when the year was up. So at the end of the one year subscription it still kept charging me 10.49$ every two weeks. I called the manager ********************* to cancel and refund me for more than a year and he said that on the contract I signed it says that if you want to cancel your subscription you have to say so thirty days in advance. However, I thought the staff should have reminded me that a one-year contract would be automatically charged if I didn't cancel when it expired, and I thought the signature was just confirming that I wanted to open a one-year membership. After calling the manager and asking him to help me cancel, I thought I would only have to pay another 10.49*2$=20.98$, which is one more month's subscription. But today I found out that the gym deducted 50.49$ on my account without permission, less than a week after he had already deducted my 10.49$ for the first two weeks, which is supposed to be every two weeks. I really don't know why they were able to deduct 50.49$ without permission. I would like to have my subscription fee for over a year and the 50.49$ refunded to my account.

  Business Response

  Date: 23/05/2024

  Hi, 

  My name is *********************** and I'm responding to a complaint that was submitted on May 6th ID: ********. 

  Member is stating that they were not aware that their membership continued on a month-to-month basis but in the ************************* Emailed Agreement 3.9.2023, you can see that the member was emailed their agreement and that they opened the email on March 9th. 

  I have also attached the agreement where the member signed off on the post due term conditions. 

  Please let me know if there are any further questions. 

  Thank you, 

  **********************;

  Manager of Club Operations
  

• Initial Complaint

  Date:15/04/2024

  Type:Billing 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 joined fitness world in 1989 when I lived in **********. I attended the gyme regularly and worked with personal trainer. I moved to ******** in 2006. I told them I was moving and to discontiue my membership. I was paying 9.45 per month. I have had several changes of address since then and have had no correspondence with them. I admit I was not diligent about checking my bank statenments and it was a small amount. I joined a gym in squamish Anytime Fitness and assumed it was related to that gym. Anyway I realize now that I have been charged monthly since discontinuing my membership . I have had conversations with 3 employees who have been quite rude and have not listened to my complaint. They refuse to refund any of these charges. There have been 2 change in management and I certainly did not receive any information or sign on with them. I would appreciate your help. I did not even get an apology.********************* ************

  Business Response

  Date: 18/04/2024

  We have reviewed our files and have no record of a request for cancellation prior to March 12, 2024; at which time a 30-day cancellation was processed and April 1, 2024 was their final charge.

  If this member provides verification of a previous cancellation request, we would be happy to further review her request for a refund.

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21578603
  
  I am rejecting this response because:

  I personally went into the gym to inform them that I was moving and would not be attending any more I do not remember if I signed anything at that time (2006) I have had no communication with Fitness world since 2006 and they have had no communication with me. Do they not check on gyme usage or make an effort to contact their customers from time to time. They did not have any way of contacting me as my address phone number etc had changed. They went through 2 ownership changes which would have involved a contract with someone else and I did not sign with the new owners. This is evidence of sloppy business practice.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 29/04/2024

  Cancellation is always required in writing, if the member had cancelled in person at the club in 2006, a form would have been completed with the member signing the request and receiving a receipt off the bottom for their records. 

  We have reviewed our records thoroughly and again there is no record of a cancellation request from this member prior to March 12, 2024,which has already been processed.  There was however an addendum signed by the member on November 21, 2006, at which time the membership was still active and she had purchased an EasyZone Mealplan from the club.

  In regard to the change of ownership, communication is always sent to every member to ensure they are aware of any changes, there was no need for members to sign a new agreement; it is the responsibility of the member to ensure they keep us updated of any changes to their contact details.

  Customer Answer

  Date: 30/04/2024

   
  Complaint: 21578603
  
  I am rejecting this response because: I did not use the gym in the last 20 years or so. There have been 2 change of ownerships since then and in that  situation one would need to sign a contract with the new ownership which I did not do. The only information they have had on me for the last 20 years is my bank account - no email no telephone number. If they did try to contact me they would have received notification that the contacts were not current. What would happen if someone died would they keep on billing?

  Really poor business practice and I would like this to become public knowledge. There was no apology or acceptance that this had gone on all these years. It is morally and ethically wrong to continue to charge me with no contact information and no updated contract.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/05/2024

  Please note that as per the terms of our membership agreement cancellation must be given by a method that will allow them to prove that they gave notice, which at the time this member enrolled would have been registered letter or by personal delivery.

  It is the members responsibility to ensure that a request has been received by us and follow up in a timely manner if their charges continue.  Failure on the members part to take advantage of the privileges of membership shall not relieve them from the liability of dues owing up to the date of cancellation acceptance by Fitness World.

  It also states in the membership agreement that the member acknowledges and agrees that the agreement may be assigned to a third party, no new contract is required when the business is acquired by new owners.

  Again, if this member can provide verification of their previous cancellation request, we would be more than happy to re-review their request to be refunded.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21578603
  
  I am rejecting this response because:

  Can you please get me the contact details for ***** a Fijiian trainer who worked at the *************** in the 1990's. She was a trainer with me for quite a long ***** and I know I told her I was moving away.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/04/2024

  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.

  I had signed up for a membership at Fitness world Kitsilano on January 29th, 2023.I visited the gym a total of 4 times in Feb and Mar 2023.I found it hard to commute to the gym because it was far from my house so I requested a cancellation.I was told that I could not cancel and had to pay the subscription fees for 1 year.At that time, I gave up and just let the subscription run through without ever using it. It was supposed to expire on Jan 29th, 2024.On Feb 2nd, 2024, I was surprised to find that my credit card had been charged the biweekly fees of 10.49$. I visited the gym the next day to enquire and was told that my membership had been auto-renewed. I received no communication about any auto-renewal.I filled up a cancellation form immediately but was told that I need to give a 30 day notice period during which I would continue to be charged the biweekly fees.I was charged the biweekly fees again on Feb 16th and March 1st, 2024.In addition, I was also charged the annual enhancement fees of 52.49$ on March 1st even though I had requested cancellation almost a month back.When I called the branch, I was told that the annual enhancement fees was charged because it was within my cancellation notice period. When I tried to show reason to the branch manager, she told me to send an email to a particular email address and hung up promptly. I sent an email on Mar 4th to the provided email address, but have not received a response till date.Till date, I have paid 239.76$ (biweekly fees in 2023) + 52.49$ (annual enhancement fees in 2023) + 31.47$ (biweekly fees in 2024) + 52.49$ (annual enhancement fees in 2024) = 376.21$for using the gym a total of 4 times only in Feb-Mar 2023. I request that all charges in 2024 and at least 6 months of charges in 2023 be refunded to me.That amounts to a total of $262.33 [178.37$ (in 2023) + 83.96$ (in 2024)].Please stop these unfair predatory practices. I have never seen these things in any other gym in ******.

  Business Response

  Date: 18/04/2024

  Please note that our business name is FW Fitness BC Ltd. dba Fitness World, ******************* is a former entity that is no longer in business.

  Our records do show that this member enrolled on a one year committed term membership on January 29, 2023; although the commitment ended effective January 29, 2024, there is no expiry date on the membership.

   It is indicated in our membership agreement that the members are responsible for post term dues after their minimum term, and that it continues month to month until they choose to cancel by providing 30 days prior written notice.

  Cancellation was received from our member on February 3, 2024, and although we did not charge them outside of the required 30 days, as a customer service gesture we have refunded all payments charged after their committed term ended.

• Initial Complaint

  Date:21/03/2024

  Type:Service or Repair 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.

  There is an ongoing issue with the Fitness World location at *********, in South ******. This gym hast had hot water in the showers for a week now, per my own account. The manager is never there but I have brought this issue to a couple of his assistants. Today I reached out to ************** and they transferred me to Fraser Health but they couldnt help either. Finally called Fitness World admin office and had to leave a voicemail which nobody has returned. This situation about not having hot water is unacceptable. This is on top of this gym being dirty everywhere.

  Business Response

  Date: 26/03/2024

  Hi,

  This issue has been dealt with as upper management has reached out to the member and the landlord is aware of the situation and actively looking to resolve the issue. 

  Customer Answer

  Date: 26/03/2024

  
  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,
  
  *******************