Business Profile

Health Club

Club16 Trevor Linden Fitness

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Complaints

This profile includes complaints for Club16 Trevor Linden Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

72 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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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:01/02/2024
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 was waiting for a new credit card, and so I ended up missing a payment. Once I got the new credit card I was sending the payments, but did not realize it wasn't going through because my new card wasn't on file. I've been feeling extremely suicidal since June and I've finally started feeling better and wanted to come back to the gym. I missed 2.5 months of payments which would only be the equivalent of $50, but because of the late fees I had to pay $182 that's absolutely ridiculous for only missing $50. That's money I need for rent, it make me not want to come back to the gym. * ** ****** ****** ******* **** **** ***** *******
Business Response
Date: 09/02/2024
Hello *****,
Thank you for your feedback and I apologize for your experience. I have reviewed your account and I can see there was a total of 6 missed payments. With this was an amount of $126.00 outstanding for 6 service charges. What I can do for you is credit or refund 5 of these service charges ($105) as it seems there may have been miscommunication when you received your new credit card and placing the information on your account. In case of any future billing concerns please feel free to reach out to *************************************************************************** to connect directly with our member experience department. I will connect with you directly regarding the refund/credit.
Initial Complaint
Date:31/01/2024
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.
Yesterday, I received a call from *************** (manager of this location) saying my membership was terminated due to several employee and customer complaints. He also said that the issues have been addressed to me several times. This all started about 2 months ago when a staff member (***********************) had started a personal problem with me due to something unrelated and unbeknownst to myself. Since this incident with this employee, the rest of the staff had become very unwelcoming and unpleasant as I used to be on a friendly basis and said 'Hi' to everyone, but ever since then they had completely ignored me and were very rude for no reason, probably after spreading misinformation. Another employee told me to stop spitting my gum and I abided by ceasing to do so, but I did not verbalize acknowledgement since I had been on the phone, but she took this as me being ignorant so she followed me into the parking lot and yelled at me. Then finally on January 29, **** the manager, ***************, told me about the many complaints filed against me and told me that they tried to talk to me but I did not stop. I asked for the dates of when they actually approached and talked to me and that I had no electronic communication of such, and he simply said that "it's written here so yea". * ***** *** *** * ****** ** ******* ** ******* ** ***** ********** ******* * ** ************** ***** *** ********* ****** He said they did several times, but the only time was for the gum incident of which I abided by, other than that I said these are false claims. ***** ****** ** * **** **** *** ****** ******* ******** ****** ** ********* ****** ***** **** *** ********** **** ********* ****** ** **** *********** **** **** Also I am very aware that these are fabricated by the staff, and they also coerced other customers, as they are friends outside of work, to make these complaints as I simply do not know many people other than my own friends and have not had any negative interactions or said anything to anyon
Business Response
Date: 09/02/2024
Hello and thank you for your feedback. I have reviewed your account and we will be processing a refund for your for January 26, **** dues in the amount of $17.83.
Customer Answer
Date: 13/02/2024

Complaint: ********

I am rejecting this response because this does not solve the issue. Refunding $17 is not going to help the fact the employee(s) should be investigated and terminated.

Business Response
Date: 13/02/2024
The situation is being reviewed internally regarding the employees, however we cannot disclose employee information. Your request for a refund has been processed.
Customer Answer
Date: 13/02/2024

Complaint: ********

I am rejecting this response because I do not believe it is being dealt with at all. I would like to have proof of termination.
Initial Complaint
Date:22/01/2024
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.
Hi, about 6 months ago I wanted to cancel my gym membership, while I was still in a yearly contract. I had done this successfully after going to the gym and paying my buy out fee of nearly $100. The reason I canceled my membership was that I had no money to pay for it anymore due to me quitting my job. I now logged into the app after a very long time and I see that I have an overdue amount of $250, I don't know why this is.
Business Response
Date: 24/01/2024
Hello ******, I have reviewed your account and I can see you requested to cancel however the terms of your agreement were not met. As you were in a 12 month term the buyout fee of $75.00 was payable (which was paid) as well as 30 days notice would need to be provided. All payments within this 30 days would be payable as stated on the membership agreement terms and conditions. The cancellation was received October 4th so October 6th and 20th 2023 dues are payable. I can see you have connected with a team member in club who has let you know that we can review and waive the remaining balance if the outstanding amount for October 6th and 20th 2023 are paid.
Initial Complaint
Date:11/01/2024
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.
My wife and I have been trying to cancel our gym membership for some time now and this company is continuing to make excuses and deny our right to cancel. We have been given the run around with no resolution in sight
Business Response
Date: 16/01/2024
After review it looks like this members cancellation has been processed for January 13, ****.
Initial Complaint
Date:05/01/2024
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.
Club 16 charged me a "late" fee on my membership of nearly 100% the cost of the membership for being 4 days late. They did not make any attempt to inform me that the credit card they had on file was no longer valid. This amount of a fee being near 100% is ***** in my opinion and the fact that they made no attempt to inform me prior to charging the fee simply looks like they are not only interested in making extra and exorbitant fees but not interested in communicating with customers. I would have removed any of my credit card information from their system and simply paid cash or credit each month so as not to inadvertently incur another 100% late fee charge over simple changes of credit card numbers however they will not allow that. Clearly, they want to put you in a position where they can charge you outrageous levels of late fees on FOUR DAYS! After over a decade of being a client, I am cancelling my membership solely based on this fee charge which is a nearly 100% *******.
Business Response
Date: 11/01/2024
Any payment that has declined is subject to a $20.00+tax service charge as noted in the terms and conditions of the membership agreement. We do usually allow members one-time relief from this fee on the first occurrence of a declined payment, however I can see this has been done twice for the member already in the past - declined payment in July 2020 was collected with no service fee, as well as a declined payment on December 1 2022 which was collected with no service fee as well). Keeping the credit card on file up to date and valid is the responsibility of the card holder, however I can see the system did try to alert the member on January 2nd of the payment not going through, before the service charge was applied on January 5th.
Customer Answer
Date: 11/01/2024

Complaint: ********

I am rejecting this response because:
I was not informed of the decline. They have my email and phone number they could have messaged. They did not.

Sincerely,

*****************
Business Response
Date: 16/01/2024
Our files do show a text message sent regarding the outstanding amount on January 2, ****. Screenshot attached.
Customer Answer
Date: 22/02/2024

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:05/12/2023
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.
I was lookin for a basic gym membership. I found C16 south bby. online had 3 day passes so I emailed. I got a quit response from ***********************, asking me for an appointment the next day. I went to the C16 and ****** showed me the regular plan which I wanted; however, ****** signed me up to a Smart Plan, which he failed to inform me at all. He booked an appointment with a Fitness instructor which I didn't even want, but I thought it was included with my contract. On October 17, I found out that every time I saw the fitness instructor I was getting charged $50.00. I emailed **************** and ********************, gym managers to cancel the fitness instructor and I asked only to keep my regular membership. I did not get a response to my email, so I went in person to talk to *********************************, and he said it was a mistake. I thought he would fix the charges, but they keep charging the fitness instructor. Once again, I talked in person to ********************************* and he became very rude. I tried to explain I have never asked for a fitness instructor and that I wanted to cancel it. After this very negative experience, I felt very disrespected as a customer. I would never want to go back to the C16 South *******.
Business Response
Date: 07/12/2023
I have reviewed ********* concern and and have found that on October 17, 2023 she purchased a personal training package. The training agreement does state that the agreement can be cancelled within 10 days of joining, but is non cancellable after this. The payment schedule is also noted on the agreement stating 25 payments of $53.79 would be billed every other week beginning October 31, 2023 (the signed agreement is attached).
As ******* joined on the 17th, the final date to cancel within 10 days would have been October 27, however we did not receive a cancellation inquiry from the member until October 28th which is outside of the 10 day period.

Customer Answer
Date: 09/12/2023

Complaint: ********

I am rejecting this response because: In the contract there is no definition of a Smart Plan. I only wanted a basic plan. ******, decided to get me a fitness instructor and even he chose *********** for me. I was never informed or explained about his decision. I even contacted the Head Office and they didn't act instead they referred me back to the manager. I went to the club 16 asking for a basic membership and I trusted that ******, would give me just that; however, I had a very negative experience and I don't feel respected. Very poor customer service.

Sincerely,

*******************************
Business Response
Date: 13/12/2023
I have attached for your review *************** agreement that was purchased on October 17th, 2023. This Smart Start agreement was signed by the member and all terms and agreements were also accepted with member initials. The Consumer's Right To Cancel clause states the member does have 10 days from the date the member enters into the contract to cancel for a full refund. As this agreement was purchased October 17, the 10th day to cancel would have been October 27, 2023. We received a cancellation email from the member on October 28, which was one day outside of this period. Three training sessions have already been used on this personal training package by the member.
Initial Complaint
Date:02/11/2023
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.
Hi,I have been going to shes fit for over ten years in delta and have had the same membership since. Last year, one of the employees at the front desk told me I have no membership here and I have to make a new one. My friend was there with me and we were both confused as to how that can be. The employee said I have to make a new membership as they dont have me on the system. So I made a new one with no complaints since this has been my gym since around 2016. A year later which is now, I realize that I have been getting charged for two memberships and brought it to the staffs attention. They have cancelled my newer membership and the manager has now said that I will not be getting a refund or any sort of reimbursement!! How am I supposed to cancel a membership that one of your employees said does not exist?! I have been a member for so long here and I always recommend this gym to my friends and family members and I am so disappointed in the way I am being treated right now. I just want a refund or some sort of credit!!
Business Response
Date: 07/11/2023
I have reviewed the membership concern and will be reaching out to ******* directly to address her inquiry and refund details
Initial Complaint
Date:30/10/2023
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.
A Cancellation Notice of my membership was sent via email on Sept 1st, 2023 as per the instructions on their website. My cc was billed on Oct 12th and again Oct 26th. This will need to be resolved by Monday Oct 30th, no exceptions. Email and contract attached.
Business Response
Date: 31/10/2023
I have forwarded this inquiry to the ********* manager to review and reach out to ****** directly. It looks like the email attached from September 1st does not show a location/email address where this email cancellation request was sent to which we would require as it does not look like we received a cancellation request from the member on September 1st. If the member can provide the original email cancellation request and our response if any this can help speed up the review process for possible refund.
Initial Complaint
Date:26/09/2023
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.
Club 16 made an error. The inputted the expiry of my credit card incorrectly in their system. As a result I had late charges on 2 memberships ties to that card. I quickly rectified their mistake but not before incurring charges. One account was forgiven but not another.
Business Response
Date: 28/09/2023
I can see that 3 service charges were processed on ******'s account. After review it does look like these were valid charges however in good faith I can place a credit on his account in this amount. This will be noted on the account as well and any future service charges on these accounts would be payable.
Customer Answer
Date: 05/10/2023

Complaint: ********

I am rejecting this response because:
the Business response is not accurate in the least. To review once again, the charges are not valid. Club 16 and their systems had the incorrect credit card expiry. These charges are late charges for payments not going through as a result of the fault of club 16 and not me. The payments would have gone through had they the correct expiry month inputted. This is actually a bigger issue as No credit card payment should go through if they have inaccurate credit card details. This is a matter of principle that I insist be dealt with the right way. I am not at fault for these payment charges. It is entirely the fault of club 16. The only remedy is an immediate refund from the same way the charges were taken from me. It is quite upsetting that after all this time and the many interactions, they have still decided not to admit fault. I made no mistakes. Club 16 made the error and I must insist they rectify with an immediate apology. Thank you.

Sincerely,

***********************
Business Response
Date: 06/10/2023
The expiry date on both accounts is what was provided by the member in the location for both accounts on Separate dates (Updated on ******* account December 31, 2020 and updated on ****** account January 4, 2021).

If ***** can provide proof of the expiry date on his card being 08/23 (opposed to what we have in the system of 07/23) we would be happy to review again for a refund as it looks like we have inputted the information correctly as provided to us.

Without the proof of expiry date being 08/23 we cannot issue a refund in this case, however,we can still offer the credit on ******* account that was previously offered.
Customer Answer
Date: 12/10/2023

Complaint: ********

I am rejecting this response because:
I already came to your location in *********** and showed the person at the desk the (at the time) current Credit card with still valid credit card. As a re-re-re-reminder, it is Club 16's error in having the information inputted incorrectly in your system.
As any responsible person would do, I cut up my old credit card when it expired so I do not have it.
I just ended a phone call with my bank and they accepted my dispute challenging this error on your side, verifying that I did iindeed have a valid credit card at the time of payment.
Moving forward, I want the dispute to be a matter of record in the ** system for these reasons:
1) your systems shouldnt be processing ANY payments with incorrect details on a credit card. This is a larger issue Club 16 should address.
2) I have spent hours and hours on this matter. Including visiting your location, providing the card, correcting your errors. As a reminder I was promised at that time no further charges would occur (they did - the penalty we are discussing here)
I would like to cancel the membership immediately at your *********** location for ****** ******. I went above and beyond to rectify this situation. Even after all my efforts and visiting in person, you still want further proof that you made this error. Hard to believe and yet here we are.

Sincerely,

***********************
Business Response
Date: 13/10/2023

Our system would not decide weather credit card details are valid and approved or declined, this would be decided through the credit card banking institution who would run the information that is sent from our system. If the credit information sent is invalid or does not exist this would be rejected from the bank however in this case they were reading these cards as valid banking information and approving the transactions until they declined.
******'s membership has been cancelled with immediate effect as requested.
Customer Answer
Date: 18/10/2023

Complaint: ********

I am rejecting this response because:
*** confirmed that I did indeed have a valid credit card at the time of the penalties assigned erroneously by you.
That is the sole reason that the penalty payments did not go through...you had incorrect infomation in your system. My bank went through teh data and confirmed it and allowed the charges to be reversed.
If you have any questions please ask for clarification through them They indicated the process allows for that. You will find, I am in the right here, and I did everything correctly. I had a valid credit card, and there was plenty of room available for the transaction to go through. It is Club 16's fault, on your end, inputting incorrect credit card inforation that resulted in the erroneos and incorrect charges/penalties assigned to me. The charges inn question are penalties, assigned incorrectly to me for a "missed payments". I didn;t miss any payments. Club 16 is at fault. My bank confirmed this. The fact they allowed the charges to be rejected and returnmed to me is confiormation.
Please seek remediation through the bank request if you disagree, but you will find I am correct. Unbeleiveable that you are still arguing this point. Incredible. I have been a client for over a decade with multiple accounts.

Sincerely,

***********************
Initial Complaint
Date:25/09/2023
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.
Club 16 admittedly took $104.98 from my bank account unauthorized and in error on September 22,2023. They want to credit my account but *** asked for a full refund as I now have no money until September 30th and will get nsf No one has responded.
Business Response
Date: 28/09/2023
I have connected with the manager of this location and have been told the refund request for these payments have been submitted for processing. A refund will be issued to this member.
Customer Answer
Date: 05/10/2023

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,

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

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Club16 Trevor Linden Fitness is NOT a BBB Accredited Business.