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

  5500 Kingsway Burnaby, BC V5H 2G2

• 

  Fitness World

  200 118 E 13 St North Vancouver, BC V7L 4W8

• 

  Fitness World

  13821 Central Ave Surrey, BC V3T 5B5

• 

  Fitness World

  220 Brew St Port Moody, BC V3H 0H6

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:17/11/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been member of the fitness world downtown location for one year. The reason to cancel my membership is because I am moving to other province. I canceled one month ago. On number 1st I received a charge to my debit card for the annual enhancement fee which I am not using and I canceled before the date. I believe is not a good practice to charge for something that is not going to be use. They have some weird practices at this business. My recommendation is to stay away from them.

  Business Response

  Date: 21/11/2022

  The club enhancement fee is an industry standard that you will find at fitness organizations worldwide.  It helps allow us to enhance facilities, services and programs for our members company wide.

  The first enhancement fee is due within the first 1-2 months of membership, then is charged annually on the same date thereafter. For this member their annual fee was due every November 1st as per the terms of their membership agreement. 

  There is also 30 days prior written notice required for cancellation of a membership.  Our records show that we received a request on October 17, 2022 and their annual fee fell within the required 30 days.

  To confirm their membership cancellation will be finalized effective November 25, 2022, and there will be no further charges.

  Customer Answer

  Date: 21/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is a charge of a service that I will not be using.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/11/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my membership via the phone and stated I could send an email for written and signed proof of wanting to cancel my membership. They said absolutely not that I would have to physically come in and cancel because it’s in my contract. Upon reading my contract there is nothing indicating I have to physically go there to cancel. Hence they have still been taking out payments until I can physically go there as I don’t live there anymore.

  Business Response

  Date: 07/11/2022

  We apologize for any confusion or miscommunication.  Although we do not accept cancellations over the telephone, we would simply require 30 days written notice to cancel which could be submitted via email.

  This email is to confirm that we have processed your cancellation request.  Although we are unable to backdate the cancellation, as a customer service gesture we have waived the required 30 days and there will be no further charges.
  

  As a reminder, by cancelling your membership at this time if you wish to rejoin at a later date you will be subject to the Enrollment Fees and Dues rates at that time.
  

  We wish you all the best with your fitness goals and hope to see you again in the future.
  

  
  Thank you,

  Member Services

  Customer Answer

  Date: 08/11/2022

  
  
  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:26/10/2022

  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 plan to cancel the gym membership within registered for one month, but they charged me a fee about 50 which applies to membership over two months. They said I should inform them one month ahead to avoid exceeding two months membership but when I sign the contract I asked their staff, they’re saying I can cancel anytime without a 30 days notification. This message was misleading and that’s the reason why I signed. Besides, I registered the membership on 29th Sept, according to their words, my memebership ends on 25th Nov, which is within 2 months, and they will charge me for that! Now when I ask for the waive of that 50 bucks fee they just said they cannot, do whatever on the contract *********… I am very angry about their response, I trust them but they cheat me! I require a waive of the fee and their apologize. Thank you for reading!

  Business Response

  Date: 28/10/2022

  As per the terms of our membership agreements there is an annual club enhancement fee of $49.99 plus tax.  This fee is due within the first 2 months of membership, and for this member it is due on November 1st.

  Under the Business Practices and ******** ********** *** ** **, a member has 10 days in which they can cancel and receive a full refund, after this time they are responsible for the terms of the agreement that they signed for.

  After the initial 10 days there is 30 days notice required for cancellation of a membership, this member has not yet submitted a request.  It also indicates on the membership agreement that the member is responsible for the full amount of the annual fee if cancelling within the first 60 days of membership.

  This member has signed the agreement and is fully responsible for it's terms.  If he would like to submit a cancellation he may do so in person at the club or by email at [email protected].

• Initial Complaint

  Date:25/10/2022

  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 have been a member of Fitness World Granville since February 2022 with a bi-weekly payment of $40.95, a more expensive membership that I happily chose so that I could workout at the signature club due to the large space and the nice atmosphere. I received notice in October of 2022 that Fitness World Granville would be closing at the end of November 2022. I decided that I wanted to maintain my membership until then as I enjoy the ****** Yoga class and go weekly. On October 14 I was informed at ****** Yoga class by the instructor that the classes would not continue on past the last week of October. I went to the front desk after that and asked to cancel my membership. I was informed that I was unable to cancel my membership due to being on a contract for 1 year. The following day I emailed the GM of the Granville gym, requesting cancellation of membership. I was informed that my membership contract is 1 year and that my membership will automatically be transferred to the West Georgia St gym and the amount I pay will be decreased to reflect it not being a "signature gym".
  
  I then emailed the provided contact for Fitness World head office stating the following issues: The gym they want to transfer my membership to is an additional 15 minute walk, added to the already 20 minute walk I make to my gym 4 times a week. If I were to take transit instead this would be an additional fee that I did not sign up for when I signed up for the Granville Gym. I use the gym as my self care time due to a highly stressful job, and chose the Granville Gym because I felt comfortable there, and because it was within a reasonable range for me to walk to. I will not compromise this important time of my week. The gym is drastically changing it's services to an unreasonable level to me and I will not continue paying for something that does not work for me.

  Business Response

  Date: 27/10/2022

  We do understand your frustrations as the closure of the Granville club was not the outcome we had hoped for.

  Please note that we are unable to process a cancellation of your membership at this time.  The membership agreement that you have enrolled on is for a committed term that is non-cancellable or refundable after the initial 10 days.  The one year term is for a commitment of a minimum of 24 biweekly payments and the annual enhancement fee.  As we have a club available within 30 kilometers of our Granville location the terms of your agreement are still valid.

  Your membership will be transferred to a Goal membership where you have access to 15 locations in the lower mainland and Vancouver Island.  The Goal membership provides you with access to all Group Fitness Classes, **** Small Group Training, Unlimited Guest Privileges, Recovery and more.

  You have five (5) more biweekly payments remaining in your term, and we have processed your cancellation for the end of your commitment.  Your last dues payment will be on December 23, 202, and as you prepaid your last month when you joined you will have access to our facilities up until February 3, 2023.  As a customer service gesture we have switched your membership to the Goal rate now, but will allow access to Granville until it's closure.

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business clearly does not appreciate the fact that they are unable to provide my the quality of service that I signed up for. I signed a membership in good faith that the standard of club (the signature club) I was agreeing to attend for a year would remain open. The assertion that a club within 30km being satisfactory is ridiculous when a person going to the gym 4 times a week is then incurring a substantial additional  financial and time cost to go to said further gym. Additionally, the membership agreement was not shown to me when I signed, it was verbally glossed over with a representative and emailed after the fact.  This is complete bad faith and a business that clearly does not respect the people who spend their time and money there.  A satisfactory resolution would have been the business allowing its members to choose what they want and need as paying clients rather than holding us hostage. 

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

  Business Response

  Date: 04/11/2022

  We strive to maintain great quality of service at all of our club locations. 

  As a consumer members have 10 days from the date they receive a copy of their membership agreement to read and understand it's terms, which is why the agreement is emailed to them.  They can cancel with a full refund within this time, but after the allowed 10 days they are fully responsible for the terms that they have signed for. 

  The agreement does state that the member agrees to use another reasonably comparative Fitness World location not more than 30km from their original location, should that location no longer be available.

• Initial Complaint

  Date:25/10/2022

  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.

  This is an issue regarding with canceling Membership at fitness world granville signature location. i got a notice that Fitness world on granville location will be close on November 30 2022 and they will transferring my membership to different location. i was not happy about new location that they will transferring. i wanted to cancel my membership .
  
  i talked a front desk person at the gym and i canceled my membership Oct 7th 2022 and got a cancellation form. however they were still charged me $28.35 oct 14th and will charge on oct 28th again.
  in the cancellation form, my contract was over Dec 10th 2021 and i was paying month to month (bi weekly)
  I didn't sign or award about 30days advance notice when i received a cancellation form.
  
  i wanted to cancel my membership because they are closing location that i signed up. i was not just pulling out membership.
  they also removing equipments at the gym that were originally offered. it is considered a material changes by supplier. i do believe that i have the right to cancel membership immediately.
  the worse part is that no one gave me a better explanation for this issue.
  i would like to get a full refund and no more payment after this.
  
  Thank you for your time.

  Business Response

  Date: 27/10/2022

  We do understand the frustrations as the closure of the Granville club was not the outcome we had hoped for.  We are removing some equipment, however there will be plenty available to use until the closure of the Granville location effective November 30, 2022.  The terms of the membership agreement are still valid and 30 days notice is required for cancellation.

  Customer Answer

  Date: 29/10/2022

  
  
  Complaint: ********
  
  
  

  I am rejecting this response because:
  i signed Granville signature member to get a better service than any other fitness world location in downtown Vancouver. i understand IF they are removing equipments to improve service or give me a equal service that i signed up for. Clearly they are not.
  i attached images show that the main floor is blocked and empty out all equipments. on second floor corner , there are empty, no cable machines and weights..
  clearly, it wasn't t just little removing equipments and why i should pay full service fee that company would not matching up the service that promised when i signed up.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 04/11/2022

  Our Granville club is spread out over 3 floors and that was only one section of the gym area.  There is still equipment in the club for our members use.

  This member's membership has already been cancelled, as per their request, and there will be no further charges.  All members are responsible to provide 30 days prior written notice to cancel.

  Customer Answer

  Date: 13/11/2022

  
  
  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:01/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an issue regarding personal training contract at fitness world marine gateway location. I have signed up for a three months personal training contract on March 16th, 2022, for bi-weekly level three personal training. I did not attend any sessions for the first few weeks due to health issues. I wanted to cancel my contract because of this but was told I was unable to, however, I can use up any unused sessions at the end of my contract. I then signed up for another contract for weekly personal training on April 26th, 2022, because I wanted to change my sessions to once a week instead of twice. At the end of both contracts, I was hoping to use up the 11 sessions I previously paid for as they have promised me. However, they said they would have to apply for an extension of the contract since it had expired. I have not heard back from them and every time I tried to reach out, they refused to provide a solution. It has been more than a month now since I applied for the extension, and still no solution. The 11 sessions cost me in a total of $1097.25 and I would like to have a refund of that amount.

  Business Response

  Date: 09/09/2022

  Our apologies for any frustrations or delay in a resolution for our member.

  If this member is able to provide a valid Doctor's note that confirms that she was medically unfit to use the personal training services at the time they were available, we would be happy to reactivate the sessions for her to use.  The note can be emailed to our Services Team at *************************

  Thank you,

  Fitness World

• Initial Complaint

  Date:26/08/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for regular membership on June 17th and was asked to try a complementary PT session, which I agreed to try out. After a complimentary session, they made me sign 12 weeks of PT sessions for $78/wk without informing me what I signed to even though I told them I did not want to do a PT session due to my financial situation. First I thought this $78 payment was an extra payment for the first month, however, I realized something was wrong after a month and emailed on July 26th regarding those payments, but I never received an email for my PT session agreement nor information about those payments. Overall, they took $470 from my account and denied my refund request due to late cancellation even though I have never received the service from the company. From the beginning, I had no idea this payment was for a PT session and requested an explanation via e-mail, so how was I supposed to know and cancel my plan when I was not informed at all? What's even worse is that the general manager was either away or busy when I wanted to receive a further explanation for this issue. I would like to get a full refund for the service I have never received.

  Business Response

  Date: 06/09/2022

  Our records show that the personal training agreement had been signed by this member and they would be totally responsible for the payments and it's terms.  However, as it seems there may have been a misunderstanding and the sessions have not been used a refund has been approved by management.  We will require a new credit card number to process this refund as the one on our membership file is no longer valid.  If the member can please contact our office at (604) 370-8746 to provide these details.

  Customer Answer

  Date: 07/09/2022

  
  
  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:26/08/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Fitness World paying Customer/Member for 35 years. My Membership dues were always paid while I had access to my Fitness World.
  On September 03, 2019 I ******** * ******* ****** ***** left me in a Coma for 48 days. For an unknown reason, I awoke on the 49th day. I was unable to walk, speak, swallow, or move any part of my body except my toes and eyes. I was released from ***** **** ******** on December 06, 2019. Almost immediately I went downstairs to the Fitness World I'd been a member of for 30+ years. I purposely lived in **** ****** ***** because Fitness World was located on the ground floor. The Manager at the time re-activated my Membership and I used Fitness World. A few months went by, but then Fitness World closed their doors leaving me without a club. Over the next several months I suffered several complications ********** ** ** ****** *** ****.
  Yesterday on August 25, 2022 I went in to Fitness World Lonsdale to do the same thing. I have gone from a wheelchair, to a walker, to a cane, and now no assistance is necessary. I have been putting in a lot of effort in my Physiotherapy, and my doctors have suggested I go back to Fitness World, and exercise there.
  Kash, the Manager said I owed them $470+ dollars, and my Membership had been cancelled. I was told that I had no choice but to sign up for a new Membership. Fitness World had cancelled mine. He outlined it for me: $16.99 bi-weekly + $10 + first and last months fees + $49 yearly. I never cancelled my Membership. I feel I should pay $17.15 monthly + no yearly fees, the same fees Iève paid for 35 years. I am grateful to just be alive, and I want to continue to recover, but I am not working (obviously!). Please help me along my uphill journey instead of further complicating matters. Thank you for your time.

  Business Response

  Date: 31/08/2022

  We are
  happy to welcome you back to our clubs and to hear of your continued recovery!

  
  Unfortunately, due to non-payment your previous membership
  has been inactive too long to qualify for reinstatement.  As a customer service gesture to help get you
  back into a fitness routine, we have applied a 3-month dues credit to your new
  membership and waived the past due balance on your previous account.

  
  If price is an issue, you may consider downgrading to a lower-level
  membership.  Your current Fit level membership
  allows access to 14 locations, Group Fitness Classes plus Hydromassage and Tanning.  Our Move level membership would allow access
  to one location and dues are offered at as low as $9.99/biweekly plus tax.  Please contact the club asap to make this
  change if you are interested as you are still within 10 days of joining.

  
  We wish you all the best with your fitness goals.

  Customer Answer

  Date: 01/09/2022

  hat this is the way it is, take it or leave it. Kash, the Manager< also wants PROOF that I indeed had a ******, and was in a Coma. The ***** **** Administration is putting something together for me as we speak. There is obviously some bad blood around me wanting to come back, and I don't care to have any tension or whispering. Honestly speaking, I am feeling extremely 'Put-Out' and angry that proof of my ****** and Coma is necessary. 

  Since my disastrous meeting at Fitness World Lonsdale, I went back to ***** **** Hospital and told my Doctors about how poorly I was received and welcomed. The Doctors suggested I continue my Physiotherapy there. I graciously accepter their invitation to help me. 

   

  Complaint: ********
  
  I am rejecting this response because: If reinstatement is impossible like you say, I would like to cancel my membership once and for all. I couldn't help but feel ******* at the Fitness World Lonsdale club. I was TOLD t

  I, along with my Physicians, think the best course of action in this situation is to ask for a refund on my initial investment, and I will be out of your hair. I still have yet to visit or use Fitness World Lonsdale for fear I will not be received well and definitely not welcomed. I do not care to put myself in that position

  I was charged $46.93 on August 27, 2022.. I would rather get this refunded than continue to deal with Fitness World Lonsdale. I feel that any dealings will be met with the memory of this interaction. With this being said, I hope we can make this happen. Thank you for your consideration.

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

  Business Response

  Date: 02/09/2022

  Membership #***********

  
  We’re sorry to see you go!

  
  This email is to confirm that we have processed your cancellation request and refunded your payment.

  
  As a reminder, by cancelling your membership at this time if you wish to rejoin at a later date you will be subject to the Enrollment Fees and Dues rates at that time.

  
  We wish you all the best with your fitness goals and hope to see you again in the future.

  
  Thank you.

  FITNESS WORLD

  Customer Answer

  Date: 06/09/2022

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