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:08/03/2024

  Type:Customer Service 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.

  Dear Better Business Bureau,I am submitting a complaint against Fitness World for their failure to acknowledge and address my request for a reduced-tier membership plan. Despite clearly outlining my reasons for seeking a downgrade in a formal letter to Fitness World, they have ignored my request and have not provided any response or acknowledgment.As outlined in my initial communication with Fitness World, I am seeking a reduced-tier membership plan due to ongoing issues that have impacted my experience at the gym. These issues include the deteriorating condition of equipment such as punching bags, the reduction in massage chair session durations, and overcrowding in certain areas of the gymnl due to poor placement of new equipment.While I understand that Fitness World may not be willing to change their policies or address the issues I have raised, I believe it is reasonable to request a downgrade in my membership plan while I fulfill the remainder of my contractual term. However, Fitness World has failed to respond to this request, leaving me with no resolution to my concerns.I am turning to the Better Business Bureau for assistance in resolving this matter. I request your intervention to ensure that Fitness World acknowledges and addresses my request for a reduced-tier membership plan as I continue to fulfill the terms of my contract.Thank you for your attention to this matter. I look forward to your assistance in reaching a resolution.Sincerely,*********************

  Business Response

  Date: 12/03/2024

  An email was received from this member on March 5, 2024, as our club's General Manager was off sick for a few days he was unable to respond until March 11, 2024, we apologize for the delay and this has now been handled internally.

   

  Customer Answer

  Date: 13/03/2024

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

  The ** at the Cambie location wrote me an email that stated since I am on a term agreement they aren't able to reduce my membership tier. 

  Additionally, he attempted to justify the new policy regarding membership verification for use of amenities. He did not address my complaint regarding reduced time duration for the massage chairs, nor did he address the crowded areas of the gym, but insisted he had no clue as to why his staff simply restrung a broken and useless punching bag. He did advise that he has once again commissioned his staff to install a new bag. 

  I'm not satisfied with the response I received because the ** had chosen not to downgrade my tier plan regardless of my concerns. It's unfortunate that some aspects of the experience I signed up for have been changed and yet the ** and Fitness World are unwilling to show a gesture of good faith in this case.

  I must restate that 10 minutes on the massage pods are too short, and that the duration was 15 - 20 minutes when I signed up, and the gym was not cluttered with too much equipment when I singed up. 

  I must insist on a reduced plan since the amenities I am paying for are now useless, and the process of using them is a utter hindrance. 

  
  
  Sincerely,
  
  ***** 

  Business Response

  Date: 19/03/2024

  As a customer service gesture we are willing to allow a downgrade of this membership at no additional charge, to our Move Term at $9.99/biweekly plus tax.  Please note that our Move level membership will only allow access to one of our club locations so we will need to know which location our member would like to use, please email ********************************** to confirm,and we will make this change as soon as possible.

  Customer Answer

  Date: 23/03/2024

  
  Better Business Bureau:
  
  

  Although not all of my complaints have been addressed, such as, some crowded areas in the gym, too short a duration on the massage chairs, and the dysfunctional punching bag yet not replaced a month latter, etc. 

  I have nonetheless 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:14/11/2023

  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.

  My name is ***************************. I purchased a gym membership for my brother, who came to study ******* in *********. His name is *****************************. We bought the month-to-month membership on 23/07/2023. We cancelled the membership on the 5th of September, 2023, because he returned to our country. We notified Fitness World Staff, and he signed the cancellation form on this date. I went directly to speak with the staff and explain the situation on the 27th of October, 2023, to tell them they were still taking money from my account after the 30 days of policy ended on the 5th of October, 2023. It means they took money on the 13th of October,2023. They supposedly modified something on their computer monitor and told me everything was fixed and that they would no longer deduct money from my account and refund me what they took. They said they would send the refund form to my brother's email or to mine. Although I had notified the staff of Fitness World, the business still took money from my account on 27/10/2023. So, I called by phone on Monday, October 30th, 2023. To tell them again that they were still charging me. They told me again that they would fix it. and the refund form would be sent to my e-mail. It is November 13th, 2023, and they are still taking my money. On November 10th, 2023, they charged me again. This is the third time, and they are still taking my money. In total, they have taken 40.92 CAD extra, so far. I want my money back. And I want Fitness World To properly cancel the membership in their system so they stop taking my money. The phone number registered for the membership is ***************, and the e-mail address is ************************ (so you can confirm the case)

  Business Response

  Date: 16/11/2023

  We have reviewed our files and do see record of the cancellation request dated September 5, 2023, our sincere apologies that this wasn't properly processed at that time.

  To confirm, we have immediately cancelled the membership and refunded the charges that fell outside of the required 30 days notice.

   

  
  

• Initial Complaint

  Date:19/10/2023

  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 bought a package of 5 promotional personal training sessions at Fitness World. Following my first session, I was pressured into purchasing an additional 6 personal training sessions. Regrettably, I didn't receive a copy of the contract for either purchase, leaving me uncertain about the cancellation policy.
  
  On August 9, 2023, which marked the end of the initial 5 promotional sessions, I approached the personal trainer regarding the cancellation of the subsequent 6-session package. However, the personal trainer chose to publicly ****** me by forcing me to disclose my medical condition and questioning me whether I was ********. She insisted that the only way to cancel sessions was by filing a complaint against her, and then contradicted herself by claiming that the contract could not be canceled after 24 hours. I reluctantly requested to continue the training, but she was unable to regain her composure, and a significant portion of our session time was wasted.
  
  On August 17, 2023, I talked to the gym manager on the phone about the personal trainer's misbehavior, but he sided with the personal trainer. On August 18, 2023, I emailed Fitness World outlining the issue with the personal trainer, and formally requesting the cancellation of the remaining personal training sessions. Additionally, I expressed my desire to terminate my gym membership. I received a gym membership cancellation form from the gym manager. On August 27, 2023, I followed up through email asking the expected time to resolution on the PT contract issue, the gym manager avoided responding to this question. Despite these efforts, I have not yet received a written response regarding the Personal Training contract cancellation or an apology from Fitness World.
  
  Because of the terrible customer service I received from Fitness World and the lack of professionalism, I request a total compensation of 774.5 from Fitness World.

  Business Response

  Date: 23/10/2023

  Thanks for reaching out and our apologies for any inconvenience or frustrations that may have been caused.

  Please note that our personal training agreements are non-cancellable after the initial 10 days as per the Business Practices & ******** ********** *** ** **, unless there is material change such as a relocation or medical condition.

  Our records show that we did receive a Doctor’s note to confirm this member was ********* ***** to continue with the personal training services, at which time we cancelled her membership and personal training sessions as per their request.

  Although we are unable to refund any sessions that have already been used by our member, we have already processed a refund of all unused sessions.
  

  
  

  Customer Answer

  Date: 31/10/2023

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

  I only received 507.6. I requested a refund of 774.5 (one session from the promotional package -
  $50 as it was wasted by the personal trainer, and 6 sessions from the second PT contract that I signed – $724.5). Only mentioning about the refund and completely ignoring my complaint about the extremely unprofessional and *********** behaviour of your personal trainer, does that mean you approve of this behaviour to happen on your premise?

  
  Regards.
  
  
  
  ***** **

  Business Response

  Date: 22/11/2023

  After further evaluation of the
  refunds that have already been processed, it has come to our attention that the
  taxes were not originally included; an additional refund of $25.65 has been
  processed today.
  This is what our records show:

  5 Pack POS Personal Training
  Sessions
  Paid $249.90 = 49.98/each
  including tax
  4 sessions used
  Refunded remaining 1 unused
  session @ $47.60 no taxes

  6 Pack Single Elite Personal
  Training Sessions
  Paid $724.50 = 120.75/each
  including tax
  2 sessions used
  Refunded remaining 4 unused
  sessions = $460.00 no taxes

  We have reviewed this member’s
  complaints with management and staff at our Richmond Club location and there
  seems to be two sides to the story.  We have apologized for any
  frustrations this situation has caused the member, however we are unable to refund
  for the session that was used.

  Customer Answer

  Date: 29/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I didn't use any of the 6 Pack Single Elite Personal Training Sessions. I initially bought the 5 Pack POS Personal Training Sessions, so logically, I used sessions from that package first. If the trainer inadvertently mixed the two packages, proper communication on her part is essential. Her failure to inform me shouldn't make me responsible for payment without my awareness. I've only used 5 sessions, not 6, and the fifth was unfortunately wasted by the personal trainer. I won't pay for unused sessions and stand firm on my original compensation request.

  I request a total refund of 774.5 (one session from the
  promotional package - $50, and 6 sessions from the second PT contract that I
  signed – $724.5). 

   

   

• Initial Complaint

  Date:11/09/2023

  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.

  I originally signed on when it was ****** ******* in Suterbrook and they had their sign-up event right before the pandemic hit and because of COVID-19 and post, I’ve only been to the gym twice throughout my entire membership. Because I stopped going all together and life always has a challenge around the corner, I forgot about my membership until I realized how much the money it all amounted to–it just wasn’t sustainable to keep a membership I couldn’t afford anymore. Many are struggling financially this year, including myself and like many, ***** ** * ********* ********* ********* ** ****** * **** ** ** ****** ******. When I cancelled my membership in July 2023, I was charged overdue amount ($62) and though it isn’t a significant amount of money, it affected my financial situation. After my 30-day cancellation policy has ended, I received an email with a charge of $20.90 that I was never informed about and I cannot afford to make this payment. I emailed the Suterbrook general manager but turns out, he has absolutely zero humanity and empathy towards my situation, and I told it like I'm doing now. After back and forth, the GM didn't give me a proper explanation as to why he can't waive any of these charges (which don't even amount to $100) and only replies with half a sentence. I can't fathom how someone says "*** ***** *** **** ** ********* ** ****** ******" and the GM goes "sorry cant waive these fees," then when asked why they just reply with "all cancellation have 30 day policy." the lack of empathy, courtesy and explanation given to me was disturbing and unfathomable. it's clear that this business is unlikely to refund me cause no business or GM with a sound moral compass could have such a horrible track record or be so heartless to people's situations. I received confirmation from an employee that there won't be any more surprise/hidden fees and have informed the GM for his awareness, because i want to be done with it. Here's hoping I don't get *******!

  Business Response

  Date: 12/09/2023

  Our apologies for any disappointment with the service received at our Suterbrook club location.

  Please note that the charge of $20.90 was for the dues owing within the 30 days cancellation period.  We can confirm that the membership has now been cancelled in good standing.

  Customer Answer

  Date: 14/09/2023

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

  Sincerely, 

  *****

• Initial Complaint

  Date:05/09/2023

  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.

  In mid August 2023 at the Lougheed Fitness Centre, located in the ******** ****, the Fitness World staff person (Osvaldo) requested that I sign a document acknowledging that I was aware of the ownership change at Fitness World (FW).
  I asked if there were any other changes and he replied "no". He showed me the electronic page for signature but did not mention or show me that it was the end of a three page document. I signed the page as I believed that FW diligently tries to have a trust based relationship with its members. The following day, I requested a print out of the document from another staff member for my records. Much to my surprise, it was not an acknowledgement of an ownership change but a Membership Agreement Addendum and an Assumption of Risks Release of Liability and Waiver Agreement (MAA and ARR).
  I joined FW in 1999 and when the current new owners purchased the assets of FW, and reopened after the Covid pandemic, I was informed that my 1999 contract would be honoured. In fact Chris S**** the current CEO has stated that previous agreements would be honoured to the news media.
  My husband spoke twice to the General Manager ( Larissa) at Lougheed FW and was informed that she cannot cancel and rescind the MAA and ARR. He also contacted the FW corporate office and was informed that all membership related issues are handled at each FW location.
  I need written confirmation that my MAA and ARR are rescinded and cancelled as these are not an acknowledgement of an ownership change which I was requested to sign by Osvaldo. The two documents have clauses in them which are not consistent with my 1999 contract such as the right of FW to cancel my membership for any reason and the right to increase my dues. My 1999 contract has specific reasons for my membership to be cancelled and my dues are fixed ( with no increases) until my membership is cancelled.
  I look forward to FW's timely attention to this matter.

  Business Response

  Date: 11/09/2023

  As this member had joined under a previous entity and we reopened the gyms as a new business, we are providing Fitness World’s updated Terms and Conditions and Assumptions of Risks, Release of Liability & Waiver of Claims Agreement; the Addendum does not change their membership agreement, but will modernize our records.

  Business Response

  Date: 11/09/2023

  As this member had joined under a previous entity and we reopened the gyms as a new business, we are providing Fitness World’s updated Terms and Conditions and Assumptions of Risks, Release of Liability & Waiver of Claims Agreement; the Addendum does not change their membership agreement, but will modernize our records.

  Customer Answer

  Date: 16/09/2023

  
  
  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. I am relieved that Fitness World has confirmed that my membership purchased in 1999, will not change and continue to be honoured.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Customer Answer

  Date: 16/09/2023

  
  
  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. I am relieved that Fitness World has confirmed that my membership purchased in 1999, will not change and continue to be honoured.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:23/08/2023

  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 entered into a one year contract with the business. I advised the employee that I will be moving in within half a year and asked if this will be a problem as it will be too far from my new place. The employee advised if I move I can cancel. This was confirmed several times. I signed the contract after waiting an hour for another employee. I also checked with the signing employee that I can cancel the contract if I move. I tried to cancel the contract now since I moved and was advised that I cannot since it was written the move needs to be over 30km from the location. I was not advised if this detail. I moved 28km away from the location. If I knew I cant cancel the contract I would have entered month to month instead of contract. I verified multiple times. They kept me waiting for an hour to sign the contract and then didnt go over anything.

  Business Response

  Date: 28/08/2023

  Our member chose a committed term membership; the one year term is for a commitment of a minimum of 24 biweekly payments and an annual enhancement fee.  Their obligation date is March 5, ****, at which time the membership would become month to month and can be cancelled with 30 days prior written notice.

  Under the Business Practices and Consumer Protection Act there is a clause allowing cancellation of a term agreement if there is a relocation - provided the relocation is further than 30km away from any Fitness World location.

  Although this member is not relocating far enough to qualify for a cancellation and there are no changes to an agreement after the initial 10 days, as a customer service gesture we have offered to process a downgrade of their membership. They are unable to cancel until their term has been completed.  If they would like to proceed with a downgrade they will need to provide their request via email to **********************************.
  

  
  

  Customer Answer

  Date: 28/08/2023

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

  Of the verbal agreement that your employee who represents your company made. The employee, ******** (spelling), clearly stated if we moved to ****** (which is just under 30km away) we would be able to cancel. I already had documents in place that I was preparing for the move. I feel I was misled with what the contents of the written contract was as I had gotten information from your representative. Is there anything you can do to assist with this? 

   

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

  Business Response

  Date: 30/08/2023

  Our staff member has confirmed that they did inform this member that they would need to provide proof of relocation 30km + of any location in order to cancel their term agreement.

  This member has signed the membership agreement, which under the material changes clause of The Business Practices and Consumer Protection Act of ** indicates that a relocation must be 30km away from the nearest location to qualify for a cancellation.

  A copy of the agreement was emailed to the member on February 21, 2023 at which time the member had 10 (ten) days in which to fully cancel the membership with a full refund.  As their request for cancellation was not received within the (10) ten day period, Fitness World has earned the committed fees and no portion of this is cancellable or refundable.
  

  
  

  Customer Answer

  Date: 06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I appreciate you checking with the staff member, but Im disappointed they did not repeat what she has told us during the sign up process. Its concerning that staff will say different things as I wonder if they are pressured by sale goals or commissions.

  I agree that we did receive the service agreement written with the 30km, but I thought I could trust the verbal agreement said in person. 
  

  Given the situation, is there anything you can offer to assist with this? Its literally 29 something kilometres according to ******* It also takes 27 min to get there with no traffic in the middle of the night. I also have documentation that we were planning our move in Feb 2023 already so it would be very silly to enter into this agreement knowing we will move soon had we not been told otherwise.

  Thank you again. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/09/2023

  Although this member is not relocating far enough to qualify for a cancellation and there are no changes to an agreement after the initial 10 days, as a customer service gesture we have already offered to process a downgrade of their membership. They are unable to cancel until their term has been completed.  If they would like to proceed with a downgrade they will need to provide their request via email to ***********************************

  Customer Answer

  Date: 11/09/2023

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

  Are you able to downgrade the membership to the move membership for  9.99 biweekly? 
  

  The closest fitness world to us is 28 minutes away. We will not be going to any of your locations  

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

  Business Response

  Date: 13/09/2023

  Our staff have indicated that there was no mention of moving to ****** and that they explained our policies for cancellation due to a relocation 30kms or more from our clubs, regardless everything needs to be agreed to in writing.

  Our agreement, which was signed by this member, follows the terms of the Business Practices and Consumer Protection Act of **; the Material Changes cancellation clause indicates that a relocation must be a minimum of 30kms from the available locations under her agreement.

  This member enrolled onto a Signature Goal membership that allows access to all of our club locations and services; her original club is only ****kms, and our closest club in Richmond is less than 20kms from her new home.  

  Although she is within a committed term and unable to cancel or change her agreement at this time, as a customer service gesture we have already offered a downgrade of her membership to our non-Signature Goal level, which would allow access to all of our clubs except our South ****** Signature location.  We just need a written request from the member to confirm she wants us to process  the downgrade.
  

  
  

  Customer Answer

  Date: 21/09/2023

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

  Thank you for your response. I have consulted with a lawyer who thinks we may have enough to show misrepresentation from your staff. We have chats with our realtor where it shows we have plans to move a few months into the contract. Its more probable than not that we have been verbally told we can cancel anytime with our relocation to ******. Otherwise, why would we enter into a year contract knowing we will be moving a few months later? We are just gathering all the documents. 

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

• Initial Complaint

  Date:15/06/2023

  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.

  One of the worst managed businesses I've ever worked with. I had been mistakenly charged $100 for a personal training session back in early 2023 and the General manager, ***********, had worked with my closely to ensure my refund was processed.She told me that it would be refunded to me in a few days, which after a couple weeks I had called to ask and she changed her tune to "the end of the month".I called after the end of the month because still no refund, and she said there was a switch in upper management but my refund should be processed shortly.Another month went by and still no refund, she said it was strange it wasn't processed.Another (now 3) months went by and still no refund, she forwarded me to her general manager. It turns out that *********** had been doing a terrific job and just telling me what upper management had told me, the real problem was their new manager ********************I had the displeasure of being on the call with him in which he claims my refund was never approved (the guy before him approved it, **** lost it.) **** was condescending, ignored my calls and emails, and was grumpy. He made me do the personal training session I didn't want to take (and never agreed to pay for either since I was wrongly charged), and he claimed it was against their policy to refund me (which is complete ******** since his predecessor approved it just fine).I can't tell if it was the business that was run poorly, or **** who was just being rude and bad at his job, but I told them to cancel my membership right there.

  Business Response

  Date: 16/06/2023

  We are currently looking into this feedback, in the meantime we ask that any email or other correspondence to support the claims made be forwarded to ***********************************

• Initial Complaint

  Date:01/06/2023

  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.

  It brings me immense grief to realize the number of ****** are increasing enormously in Fitness world in ************, ******. Today i went for gym as usual and my bag along with some valuables got ****** from the women's locker room. I use to feel safe within the private premise of fitness world after signing up for the membership and paying duly annual fee, but seems like there is no surveillance in the premise and cameras don't work in the gym facility. When the incident was discussed with the front desk authority they seemed careless about helping the customer and charged heavy fee on cancellation of membership. This is hilarious to imagine as this incident was treated as a normal activity by the receptionist and told these things keep happening within the facility. It has been more than half a day and I haven't recieved any response from the manager to discuss my case. Neither my grievance was addressed appropriately, how could this be a norm ?, this was least expected from the national franchise of firtness world.

  Business Response

  Date: 06/06/2023

  Our members safety and security are of the upmost importance to us and we are sorry to hear of this unfortunate circumstance.

  We are always looking for ways to improve our clubs security but also advise that members do not leave any valuables in lockers, and recommend that you do secure any personal items in your locker with a padlock.

  We cannot be held responsible for lost or ****** articles as is stated on our membership agreements and posted in our locker rooms.
  

• Initial Complaint

  Date:29/05/2023

  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.

  I am adding to the long list of TERRIBLE complaints about Fitness World, after almost 3 months of direct complaints, and no return action.
  
  I had registered for both a membership and personal training program in January 2023 with the notice that I would be pausing my account from March 10th until the end of May do to having surgery. I provided my surgery forms, and necessary documentation more than a month in advance of March 10th (and again 2 weeks before) but my account was charged $99.75 and $19.94 on March 17th. I have since been unable to return to the gym due to ongoing health issues and thus having to spend more time at home in the states and even provided a letter from my surgeon detailing that they do not recommend my return to gym/personal training.
  
  I have since been trying to get a refund from the general manager Annastasija K***, and then the regional manager Andy C****, neither of whom have helped.
  
  To my surprise, I checked my account again this morning, and there are 2 MORE PENDING CHARGES TODAY - one for $99.75 and one for $5.70 ..... I CANNOT believe this organization is still in business by the way they treat/ignore their customers, and am at my wits end trying to get these charges refunded.

  Business Response

  Date: 30/05/2023

  This has been resolved directly with our member.

  Customer Answer

  Date: 30/05/2023

  
  
  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:23/05/2023

  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.

  Ufc gym closed in March of 2020. I was a member of it and they never planned on reopening so when ******************* fitness world emailed all members I emailed them back and told them they were not allowed to continue my membership as the *** gym ceased to exist. Last month April 2023 I discover that they had charging me every month since august 2020. The staff member that called me to settle the issue told me it was legal for them to have charged me, when I was a member of a gym that no longer existed, hence there is no way it could have legal for them to have been charging me this entire time.

  Business Response

  Date: 19/06/2023

  This has been resolved directly with our member.