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

  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:17/04/2023

  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 had a temporary gym membership at the Lonsdale location during last summer 2022. I canceled it in person when I was leaving, and was disappointed at the extra cancel fee, but I paid it. This was August 2022. However, I did not have faith in the clerk, so I followed up by email in September 2022 with the GM after seeing another charge without a real answer. I don't often check this particular card, so imagine my surprise, in April 2023, to see that I have continued to be charge $19.94 ever two weeks since last summer, after I followed up, after I paid the cancellation fee. This is absurd and seriously negligent. I was told the GM changed a few times but that is no excuse and feel I was robbed. I can never reach anyone, even though I called and emailed yet again today. I have full email records of dates and charges, which I have disputed with my bank. Someone need to fix this immediately, it's incredibly unprofessional.

  Business Response

  Date: 17/04/2023

  We have responded to and resolved this with our member directly.

  Customer Answer

  Date: 18/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am waiting a confirmation that I am being fully refunded ALL gym memberships payments which I have been charged every two weeks POST cancellation from September 2022 to present. So far, I got an email from a new GM, saying he had "cancelled" my membership (which was technically canceled back in August 2022, or else I would have not been officially charged a "cancel fee" regardless of the internal glitch - which I was after I had canceled both in person, phone and email -  but still got charged every two weeks regardless) submitted. I would like this confirmed with the refund statement for that amount, as it is too early for anything refunded to post on my credit card.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 20/04/2023

  This is to confirm that we do have record of the cancellation request of August 8, 2022 and apologize that this was not processed at that time.

  Please note that we do not sell "temporary" memberships and this member had enrolled for a month to month membership that could be cancelled at any time with 30 days written notice.

  To confirm, an immediate cancellation has been finalized on this membership account and there will be no further charges.  We have also refunded all payments processed after the required 30 days, back to the member's credit card (proof attached).

• Initial Complaint

  Date:17/03/2023

  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.

  I cancelled my membership on February 21, 2023. As per your policy I should just get charged till March 21, 2023. But on March 17, 2023 I got charged for another full 2 weeks which should not be the case. They should charge me till March 21 only. When I canceled the membership the lady on receptionist told me about 1 month policy charges only but she did not told me about extra 2 weeks money. I need my extra deducted money back as this is not at all fair. If you are charging for 1 month extra then why charging me more than that. Kindly look into my problem at your earliest and provide me with an update.

  Business Response

  Date: 21/03/2023

  Under the “Member Right of Cancellation” clause on our
  membership agreements, it states “…you may terminate your Membership Agreement
  by providing at least thirty (30) days’ notice to Fitness World delivered by
  email, registered mail, fax, or personal delivery.  The termination will be effective at the end
  of the Paid Period, and you may continue to use the facility during the Paid
  Period…”.

  
  This member’s cancellation was dated February 21, 2023 and their
  final payment was on March 17, 2023, which was within the 30 day period. 
  As they paid the full biweekly dues, we are allowing access for the two week
  period that the payment covered, which means their cancellation will be finalized
  effective March 31, 2023.

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is not fair. When they mentioned about 30 days policy they did not told not about this. Moreover, technically they should only charge me for till March 21, 2023. By making this policy they are just doing fraud with people. I will never recommend anybody Fitness Club.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/03/2023

  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.

  Acct/member # ************ ***** ******** 
  
  Fitness World appears to have Closed my account during Covid- 19 pandemic contrary to contract agreement and without my knowledge.
  
  Member since August 1, 2005.
  My rate $18.41 month includes taxes.
  
  Paid $55.23 credit on account July 21, 2021. Awaiting service but no follow up. Contacted again November 23, 2022 in person. Still no follow up by general manager Louie. Still showing $55.23 credit. Form states “Membership was supposed to have been reinstated back in 2021? but was never done? there’s a 3 months credit on file.”
  
  Emailed Louie (GM) and receive no reply. Phone calls not returned.
  
  **** *** *** ****** ** **** ********

  Business Response

  Date: 06/03/2023

  Our records show that this member requested cancellation of their membership via email on April 1, 2020.

  In July 2021 there was an attempt to reinstate the cancelled membership but it had been inactive too long to qualify for reinstatement.  Due to a misunderstanding at the time, there is a credit of $55.23 on the member's account, which can either be refunded or applied to a new membership if he would like to rejoin.
  

  If this member wants a refund of the above noted credit, we will require a void cheque or pre-authorized payment form from the bank to confirm his banking details.  This can be emailed to *************************

  Customer Answer

  Date: 10/03/2023

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

  The excuses and behavior of Fitness World are unprofessional and unacceptable. Terrible communications and history going back yo 1980’s.

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

• Initial Complaint

  Date:27/02/2023

  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.

  Back in July to August 2021 when I got sick I provided a physician note at the sign up location in downtown ********* (****************) that I was physically unwell to continue my gym membership. Since I was just on a month to month membership it should suffice to cancel my gym membership. But it was far from ideal from doing so. They advised to freeze my account for 6 months and that was the best solution instead of cancelling my membership. The locations manager got involved, who was very rude, arrogant, full of attitude and very unprofessional. Not liking his behaviour I decided to take my request to The ********* location in downtown ********* scheduled an appointment with the manager there and discussed the entire issue and he then advised to sit down with the regional manager of Fitness World. Now giving the run around in the state I was and being happy I was finally able to sit down with the regional manager. I explained the entire situation with and advised him I wanted to cancel my membership with Fitness World. All my membership charges where up to date at that point. But due to the given run around and unprofessionalism I request that the time that I had unused the gym that I would like a refund of those funds and to cancel my membership. He filed all the necessary paperwork and stated that someone would get back to me with a decision. I made it clear to him that I would cancel all cards and accounts associated with Fitness World so they wont be able to charge me anymore. I also advised that I would look into pursuing legal charges but due to my declining health I could never look into it. No one got back to me. Fast forward I started receiving emails from accounts receivable and that my account past due and to make a payment. So finally reached out to them to ask as why I receiving these emails and they stated no paperwork was filed. So back to square one. This entire time no one even checked on me to see if I was dead or alive. Only wanting payment.

  Business Response

  Date: 14/03/2023

  Our records show that this member enrolled onto a month to month membership with us on June 20, 2021.  This membership could be cancelled at any time with 30 days prior written notice.

  
  On August 5, 2021 a freeze request form for a 6 month medical freeze was signed, and the freeze was applied to his membership at that time.  This freeze ended November 5,2021.

  
  We received an email from this member on February 24, 2023 in regards to past due invoices he had received, and although we had no record of a cancellation request from him as a customer service gesture we waived the overdue balance and cancelled his membership.
  

  There have been no payments made to this membership since the time of his freeze request and we do not backdate freezes or cancellations regardless of use of the membership; this member would have been responsible for the membership payments and there would be no refund.

  Customer Answer

  Date: 18/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I kind of had a feeling what Fitness World would reply with. Exactly word for word. Very odd.

  When I took all the necessary documents with me to The ***** and *************** location, Id requested that my membership to be canceled. Which apparently wasnt possible and I was advised to freeze my membership for 6 months. Knowing I would continued to be charged by Fitness World, I had no choice to agree to their suggestion. Even though the manager at that location was very unprofessional, rude, arrogant and full of attitude. I tried to cancel my membership because I signed up for month to month membership, my health didnt allow to continue therefore a doctors note and other documents were provided. Due to serious health concerns, I was advised to rest and I was chasing Fitness World to cancel my membership. 
  

  Especially I wanted to cancel my membership because of all the horrible treatment I have received from the awful fraudulent management team. I was extremely happy to cut ties, although even though I then went to the Granville Location and sat down first with assistant manager of the location and then he advised to speak with the Regional Manager of Fitness World. And an appointment was set. So I had spoken to him regarding my abuse I have suffered. The regional manager tried his absolute best that I stayed with Fitness World and would not cancel my membership. He even advised that any unused fees that were charged to transfer to another member and he and she could use it. But that wasnt feasible to me.

  Thru the regional manager I asked him to submit all the paperwork to cancel my membership. I also requested that any unused fees charged to be refunded to me. And he said he will submit all the necessary forms and someone would get back to me with a decision on that. But no one returned to me with any decision. 

  I also advised him that will I cancel my bank accounts and cards so Fitness World couldnt charge me anymore. And good thing I did, because from my understanding I thought my membership with Fitness World was cancelled. But yet sometime later they tried to charge me again and then apparently I was overdue. So eventually I wrote to Fitness World, asking why I am still receiving these invoices.

  I couldnt cancel my membership with Fitness World any sooner due to the fact I was admitted in the hospital and I was in no physical state to chase a gym membership to be cancelled. So I visited The Fitness World Location with all the necessary documents as soon I could. But yet here we are today, still trying to resolve this. 
  

  All this could have been avoided, if my membership was cancelled originally and then I wouldnt had asked for a refund. But now today I am going to continue to request for a refund of the unused fees in compensation for the mistreatment and chasing a gym that could not simply cancel a membership. 

  Sincerely,

  *******************

• Initial Complaint

  Date:21/02/2023

  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.

  I was a member of ******************* before covid started and when the gym shut down I signed something at the front desk cancelling my membership. I received no further communication from Fitness World when the club reopened. I am now seeing on my credit card that I have been charged for 3 years, over $2000 and have not stepped foot in the gym since the closure of *******************. I saw the payments coming out on my credit card and it was showing up under insurance, so I thought it was an insurance payment all of these years.

  Business Response

  Date: 10/03/2023

  Our apologies for the late response on this however we have no record of receiving it until March 8, 2023.

  Our member had reached out to us directly on February 21, 2023 and this has already been resolved internally.

  Thank you.

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising 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 purchased $892 in credit (the "Credit") with Fitness World, on Nov. 30, 2021. I was not provided with clear or written notice of an expiry date. Shortly thereafter, the personal trainer who originally "sold" the credits to me resigned from his employment at Fitness World. On January 31, 2023 I sought to redeem the Credit at the Georgia location, where staff rudely informed me that the Credit expired and was of no value. Staff advised me the only recourse was to submit an online form. I submitted this form immediately January 31 and received no reply. I emailed the manager of the Georgia location on Feb. 6, and received no reply.
  
  I am concerned this is ********* and violates the Business Practices and Consumer Protection Act.

  Business Response

  Date: 14/02/2023

  Thanks for reaching out!

  
  Our records show that this member purchased ten (10) personal
  training sessions with Fitness World on November 30, 2021.  This was not a “credit” but a number of
  sessions with a Fitness World trainer, to be used prior to the expiry date.

  
  Please note that this member has signed a service
  agreement that mentions an expiry in several sections, including under the “Fitness
  Service Policies and Protocol” where it confirms that there is an expiry date, which
  is six (6) months from the date of purchase.

  
  Due to a mandated club closure the six (6) month expiry
  had been extended, however these training sessions expired as of June 28, 2022
  and are no longer valid.

  Customer Answer

  Date: 14/02/2023

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

  This business has ****** $892 from me and refused to negotiate or attempt any kind of resolution.  This is *********, bad business, and *******. 

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

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled at fw in March and in May I took a free complementary PT session. I signed up for pt session, but due to a financial situation, I stopped and requested to cancel the payments. To freeze my account took a month and after three months my account was re-activated, which I was unaware of. Payments automatically continued each week for PT sessions; however, nothing was being scheduled or used. After paying for 15 unused sessions, I’ve been told by front desk that they have been expired and cannot be used. I tried to get a refund, but they said they couldn’t do anything. I was unaware that these session payments were being taken place for the most part and that they even expire. A total of $1653.75 has been taken from me and as a young student, this is a lot. I would like to request for a refund for a service that I never received. The freeze took place mid June to mid august. I’ve been paying weekly for these PT sessions May- June and august - October, 15 sessions total.

  Business Response

  Date: 13/01/2023

  Our records
  show that this member signed an agreement for a 12-week committed term for personal
  training sessions on May 13, 2022. 

  
  Although
  our agreements do indicate that we do not freeze the payments, in extraordinary
  circumstances we sometimes do make exceptions.  We did allow a temporary freeze on this member’s personal training
  agreement for financial reasons, at no charge, from June 11, 2022 to July 31,
  2021 as per their request.

  
  Once the committed
  term was completed the training payments and sessions could continue, or be
  cancelled by the member with 14 days prior written notice.  We received notice to cancel from the member
  on September 24, 2022, and October 7, 2022 was her final charge for her training
  agreement.

  
  All
  personal training sessions have an expiry date which is indicated on the
  membership agreement which the member has signed; this was also advised verbally
  to the member by her trainer.  As well, our records show that our trainers contacted the member to try to set up appointments for
  the remaining sessions, but she did not want to book them.  These sessions would be non-refundable.

  
  There was a
  total of 16 personal training payments made and our records show that the
  member used 10 of these sessions, so we’re also unsure why she is requesting a
  full refund.

• Initial Complaint

  Date:08/12/2022

  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.

  For two years Fitness world has been taking money from my account for an account the that I may have had but closed about 17 years ago. This started with a withdrawl from SNFitness world and there was a three month break and then it continued. I have been many time in person and have some emails as well to Lougheed location who have said they are dealing with the problem. My next step will be to contact a lawyer. Presently you owe me over 700 dollar.

  Business Response

  Date: 08/12/2022

  Unfortunately, we were unable to locate your membership in our system with the information provided.

  
  We are happy to review your inquiry further if you could please provide us with further information to locate your account:

  
  - Full name used at time of joining
  - Date of birth
  - Agreement number/card number
  - Phone number and address

  
  Thank you,
  
  Member Services

  Customer Answer

  Date: 13/12/2022

  
  
  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:06/12/2022

  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.

  I joined this gym’s Granville Street location on November 20th, and was in contact with a few staff members there. I was also in contact with the head office to receive entrance/sign-in instructions. Despite these interactions, no one informed me that I was joining a location that was set to close on November 30th. Had I known, I would have made other arrangements. I cancelled my agreement within 10 days, per their own contract language. I have not received a response acknowledging this cancellation, nor have I received a refund.

  Business Response

  Date: 09/12/2022

  Our records show that we received an email request from this member to cancel dated December 2, 2022, we replied to confirm that we had processed an immediate cancellation and refund on December 6, 2022 which was 2 business days from his request.

  Customer Answer

  Date: 12/12/2022

  
  
  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:02/12/2022

  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.

  On February 16th 2022 I gave a fitness world member of staff $50 deposit in exchange for a key to access their bike locker. This was arranged via emails with a member of staff "Andrew G******* *************************
  On October 22nd 2022 I emailed the general managers email****************************) as directed by another member of staff to get my deposit. Have called several more times I got the managers direct email **************************** to which I sent an email on 18th November, to which again i got no response. I called 30th November and was told the manager had gone home and to try calling in 1st December despite that location being officially closed 30th November. having called in there was no one present and the place was closed.

  Business Response

  Date: 12/12/2022

  This has been resolved with our member directly.

  Customer Answer

  Date: 06/01/2023

  Hi ******,
  
  Yes it has been resolved. They have refunded the deposit to my credit card. Thanks
  
  Kind Regards,
  ******