Complaints

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

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  Club16 Trevor Linden Fitness

  103 6329 King George Boulevard Surrey, BC V3X 1G1

• 

  Club16 Trevor Linden Fitness

  4277 Kingsway Burnaby, BC V5H 3Z2

• 

  Club16 Trevor Linden Fitness

  190 8087 120 St Delta, BC V4C 6P7

• 

  Club16 Trevor Linden Fitness

  130 1100 Lonsdale Avenue North Vancouver, BC V7M 2H1

• 

  Club16 Trevor Linden Fitness

  135 - 16050 24 Avenue Surrey, BC V3Z 0R5

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:13/09/2023

  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.

  Under the recommendation and authorization from my Physiotherapist who I have been working with me for many years due to my challenges with degenerative discs in my back, I had to cancel my membership after my first and only treatment with a Personal Trainer.The attached document sent August 14, 2023 outlines my situation and questioning about why I would only be refunded $441 which basically costed me almost $400 for the one visit after paying them over $800. As stated in my letter to them, I was committed to getting out and getting back into shape, but did not expect that paying $600 for a personal trainer in advance to show my commitment that she would use what I can only assume is the Personal Trainer Playbook outlining the various exercises for each session rather than what I guess foolishly expected a Personal Program for my Personal needs. I was 72 years old at that time, overweight and out of shape which I did not hide (as if I could in person). I did want to ensure the Personal Trainer understood what they would be dealing with. As also mentioned in my letter, I do have basically a gym in my home, but again I wanted someone who once again I thought would have credentials to be a Personal Trainer offering safe and personal exercises for the Person who had paid for their services.I am so disappointed that Trevor Linden, a well-known athlete would offer this kind of service, but I guess he has lots of money to ensure we are signing fool-proof contracts in their favor of course and I guess as usual, it is all about the money not the Person.I still have not cashed their cheque as I do not agree with their reimbursement.

  Business Response

  Date: 14/09/2023

  ************************* purchased a personal training package in January 2023. She has cancelled in June 2023. As per the terms and conditions on the personal training agreement, this package is non-cancellable, non-refundable after the 10 day consumer right to cancel period. However as this cancellation request was due to a medical request, we have in good faith agreed to cancel and refund the personal training package (which the member paid $630 in total for) less a 30% administration fee as per the **** Consumers Act 25 (6) (a). 

  Customer Answer

  Date: 20/09/2023

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

  I was disappointed with your response, but I guess I should not be surprised.  It was very impersonal.   The general response for anyone questioning your contracts.
  What a fool I was. I was grieving the passing of my husband who I had been blessed to be with for over 50 years.  The last several years, I was his full-time caregiver as he had Parkinsons, A-fib, dementia,cancer on his lung along with other health issues. I thought joining a gym would help me get out, interact with people and get back in shape, along with losing weight. 
  I had one of the original memberships at the ********************************** in ****** and had to cancel my membership to become his full-time caregiver. I thought of going back to the * but felt your location was closer and more affordable.
  Sadly, my husband left me with a lot of debt, so the decision to join your gym and especially pay $630 in advance for 12 Personal Trainer sessions was a difficult decision, but I felt it would be a good investment and commitment to getting me back into shape.  I foolishly thought since I made it very clear that I had degenerative discs in my back and with my being out of shape and my age (72), the Personal Trainer would plan their exercise program for my needs.
  Since I had already paid in advance for my sessions and since you already had my money, obviously, you dont seem to care, but the reason that I had to cancel with a Doctors Certificate was due to your Personal Trainer.  In our one training session,she had me doing sit *** which were painful on my back and still not sure why, but she had me trying to balance on a (swimming pool) noodle.  I asked a Physiotherapist about this, and they had never heard of it.  I found her exercises quite advanced and not geared to my needs for a first session considering my physical condition. By the way, I have worked with Personal Trainers in the past.
  When I signed up with your gym and a Personal Trainer,I foolishly thought that because of the Trevor Linden association, it gave me confidence that you would have professionals more interested in the PERSON in Personal Training not just about the money.
  Even though I would not be using the gym because of my Doctors Certificate which again was due to your Personal Trainers one harmful session (and, as per your contract) of course, you had to charge me for another months membership fees.
  By the way, I joined in January and my first visit training session was March because there were scheduling issues with myself and the Personal Trainer including her taking vacation time.  But of course, that doesnt matter to you it is all about money.
  I realize you dont care but paying you over $800 for one session and reimbursing me $441 is very ***etting. I realized I had to sign up for membership in order to work with a Personal Trainer. I had no intention of attending the gym and using your equipment without the supervision of a Personal Trainer as I wanted to ensure I was starting slowly and using the equipment properly due to my out-of-shape condition and my back issues.
  Not that this probably matters to you, but your organization and Personal Trainer have caused me extra physical and emotional pain.  But you got your money, and you have fool-proof contracts.   Plus, you have the reason/explanation for not returning any money down to one paragraph.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 25/09/2023

  I would like to note that the member has not paid $800 for one session as mentioned in complaint. Our club membership is separate from the personal training agreement which is an additional service that any member can purchase. For the personal training agreement ****** had opted to purchase a paid in full package in the amount of $630 (including taxes) opposed to the financed package which would be billed on a bi-weekly basis. Our members are entering into the terms and conditions willingly and they agreements do state that use of club facilities are undertaken at the members sole risk and that they are physically able to undertake all physical exercise. From my review of ******'s account I cannot see any concerns from the member regarding her session, and upon requesting to cancel the member wrote a letter to commend staff on their kindness and excellent service. Our personal training packages again are non-refundable however due to the medical nature of the cancellation request we wanted to work with the member and offered an early cancellation as well as a refund on the personal training package less a 30% administration fee as per the **** Consumers Act 25 (6) (a).

  Customer Answer

  Date: 01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Wow, you are good at deflecting.  I have spent my life in customer service trying to find a friendly and kind solution not throwing so-called facts in their face.  I worked in Head Office for a large bank dealing with people.  I tried to find them a happy solution (while of course as you are doing not saying the company was at fault.)

  
  Yes, I DID pay Club 16 a total of $839.73 and to clarify your comment due to circumstances, I only had one training session,which after that one harmful training session, I had to cancel with a Doctors certificate.
  You mention personal training is an additional service, but you also must pay for a club membership in order to use the service so again, I paid a total of $839.73.
  Thank you for throwing it in my face that I should have opted for the financial package.  As stated, I had lost my husband of over 50 years and was trying to help with my grief.  I was also out-of-shape,overweight and as I was a 24/7 caregiver, thought it would be good to go out to meet people.  Also as stated, I foolishly thought Club 16 with the Trevor Linden name attached to it would be a responsible, reputable and caring organization that would help get me in shape not to mention it was so close making it convenient.

  
  My husband left me with a lot of debt due to his involvement with an iffy investment guy he trusted.  I wasnt going to fall for the same thing,but I guess I did, trusting Trevor Linden name and his Club 16.  There was a bit of extra money from my husbands life insurance so I thought I would make an investment/commitment to my well being by pre-ordering the 12 personal training sessions not a donation.  And you throw my commitment by signing a contract for what I was looking forward to and a committing in my face is very disappointing.  You claim we sign at our own risk and ability to exercise. Yes, but I would have thought your code of ethics if you have one is do no harm and if you sign up for a personal trainer the word PERSONAL means they are training your PERSON as I had completed a questionnaire stating I had back issues.
  Of course, you see no problem regarding my one personal training session.  You didnt have to participate nor, I presume are you in your early 70s, out of shape and 25 pounds overweight.  I assume you have a Playbook for the Personal Trainers that no matter what age, condition, etc. they get Session 1 Exercises.  Thank goodness I cancelled, I would be afraid to be put through Session 2.  Again, I thought when I signed up for a PERSONAL TRAINER they would be qualified and trained to provide specific exercise for the PERSON who is paying them.  I still feel the additional pain caused during that session.   Not that I can afford it, but I have had to hire a cleaning person to especially clean toilets and the bathtub/shower.

  
  You really are good at your job again throwing in my face, the fact I wrote something kind commending ***** and ******* along with the Manager for their kindness and caring.  It is such an angry and hateful world we live in and I do try to find good things to say. The letter was an angry letter about how I was hurt by your so-called Personal Trainer but in it I did mention that it was negative so wanted to say something positive.
  I am angry because the love of my life was taken from me he was an active and very smart man. When I met him, he was into weightlifting and over the years, we had attended Martial Arts classes, he ran big offices and loved fixing computers.  *** *** ** ********* **** ********** *** ******* ** ***** ** *** ****** ** * ******** ***** *** * ***** ****** ** *************** ***** * **** ***** **** *** *** ** *** ********* *** *******  ** *** ****** * ****** ** *** ***** ******** ******* ****** *** ** *** **** *** ****** **** ***** *** *** ********* **** ********* **** ** *** ** *** ********* * *** **** ** *** ****** **** ** ****** ** **** * **** **** ** * ******* ** **** ** **** **** ** *** *** * ***.  ******** *** ******* **** ********* *** ****** *** **** ************* *** **** *** ***** **** ** **** *** *** ** **** ** **** **** *** ***********
  
  

  
  I have a wonderful picture of him taken on November 1st he was very frail but managed to hug me despite his wheelchair, and then I have a picture of him on November 10th, where he was not alert at all, and when I saw him to make the decision to make him comfortable on November ******************************************************************************************* drinking.  So yes, I am angry, but I still try to find good or kindness in people.  I go out of my way to contact employers or managers to commend their staff when they go out of their way.  I am sure ****** ****  knows my name as I am always calling to thank and commend the pharmacy for all their support over the years for all my husbands prescription challenges and for their continued support for me.  It gives me great joy and the recipients are always glad to hear something positive instead of a complaint. ******** ** **** ***** ***** ******** **** *** * ******* ** ********** *** ***** **** *** ***** **** **** ****** *** ********* * ******* **** **** ********* **** *** ****** ***** ******* ***

  
  I am sure you probably already know that you gave me a refund of the personal training package less of course the 30% administration fee I am guessing  it is your commission? 

  
  I believe I was told that you try to treat everyone the same of course, so you can keep and make more money for not providing the service we paid for. 

  
  I am not happy with the service or should I say lack of service or your policies.  But of course,you dont care as long as you get your money.

  
  I did pay you over $800, and attended one PERSONAL TRAINING session which was not geared for me/this PERSON and has caused extra pain for me.  I still say $839.73 less your refund less of course your commission/administration fee of $441.00 still comes out to the fact that I paid $398.73 for one personal training session which caused harm.  After that one session, I had to cancel with a Doctor ************ plus of course even though I wouldnt be able to use it (but it is in your contract) you collected another one month membership fee.  Plus, I had to pay $20 for a Security Card, which I dont believe I ever used along with Annual fee of $52.49.

  
  I am so disappointed I trusted in the Trevor Linden Brand it has caused me so much physical pain and additional emotional grief having to deal with all of this.  I lost my husband, thought I was doing something good by investing in my health, sign up/commit to what I expected a capable and qualified Personal Training to help me get in shape while keeping my back issues a concern.  I was so wrong.
  
  *************************

  Business Response

  Date: 04/10/2023

   

  All of our personal trainers are fully certified and provide training based on the members individual goals. By signing the training agreement the members agree they are physically able to undertake all physical exercises.

  ****** has paid a total of $839.73 - $630 for the personal training membership (which was terminated early by the member so a refund was issued for the unused services - $630 less 30% per the *** Consumers Act 25 (6) (a) for a total refund of of $441) 

  $209.73 was for membership fees and membership dues. ****** joined the membership in January 2023 and was in a year term until January **** however we have terminated this agreement early for the member due to a medical cancellation request. Members have 10 days from joining to cancel any agreement for a full refund, however as this was not the case in this cancellation request no refund would be issued for the membership agreement and we have cancelled this early for the member as requested. 

   

  Customer Answer

  Date: 10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  And here we go again The $630 for a 12-session training session less of course your 30%.......

  
  I respectfully request that my complaint be referred to a Manager/Supervisor or what would be wonderful, Trevor Linden himself he might like to see how his customers are being treated.

  
  I realize you are trying to wear me down and all the people I have told about my situation told me to keep fighting it.  Some of these people were the same ones that encouraged me when I told them I was committing to getting out and getting in shape after my husband of over 50 years passed away after being his full-time caregiver for several years.

  
  If I had known you had an F rating with the Better Business Bureau, I would never have contacted you.  However, foolishly, I thought Trevor Linden was a reputable company considering his being a well-known athlete, so I never checked the BBB which is always my go-to for finding a quality business.  It was also very close to where I live.

  
  Yes, I did commit to paying for a 12-session Personal Trainer program as I was committed to getting in shape.  I expected your Personal Trainers would be qualified to provide Personal Training.
  You claim:
   All of our personal trainers are fully certified and provide training based on the members individual goals. By signing the training agreement the members agree they are physically able to undertake all physical exercises.
  Well, my goal was to get back into shape without incurring pain and worsening my back challenges which were disclosed.  Your Personal Trainer was definitely not providing personal attention to my goal, but of course the goal was making money for the gym and knowing they would be covered by your contract.
  
  I was able to exercise for my needs.   
  Once again you are covering yourselves because as you claim above.
  By signing the training agreement the members agree they are physically able to undertake all physical exercises.
  I doubt anyone would be physically able to undertake ALL physical exercises, but once again you make sure you have yourselves covered so you can keep your money.
  In your last response, you stated:

  Members have 10 days from joining to cancel any agreement for a full refund, however as this was not the case in this cancellation request no refund would be issued for the membership agreement and we have cancelled this early for the member as requested. 
  If only I knew I would suffer from my first and only Training not geared to this PERSON I would have cancelled within the first 10 days; however, the first session was after the 10 days.
  
  The basic facts are:
  I lost my precious husband of over 50 years, after being his caregiver for many years watching him deteriorate from his Parkinsons, A Fib, Cancer, Prostrate issues, and increasing dementia which took him from me.
  To help start my new life and with the encouragement of my doctor and friends, I decided to join Club 16 as it is very close and I made the commitment to get in shape by signing a contract for 12 sessions for which I thought would be a Personal Trainer focused on my PERSON needs. (In a previous response, you threw it in my face that I should have paid separately if only I had a crystal *************** order to get a Personal Trainer, I also had to sign up for a membership.  I joined end of January, but due to scheduling issues (as I was still dealing with all the paperwork involved with my husbands passing) along with the Personal Trainer going on vacation, we did not get together until March 13.

  During that session, I thought we would start off slowly and gently considering my back issues and my age (72 at that time) along with my being out of shape and overweight.
  This was not the case; I was given very challenging exercises.  I did not question the exercises as I thought the exercise program would be  geared to my needs.
  My Physiotherapist has me do exercises, but they are planned for my physical challenges, just like he does for all of his other clients.  He doesnt use a Play Book I watch someone doing an exercise with weights and there is no way, he would have me do that.  That is PERSONAL TRAINING!

  In a text response when I contacted my trainer to say my back still hurt, the Trainer responded on March 18 that they were sorry to hear about my back.  Dont worry about your sessions, Ill put them on hold.    

  After that one session, my back was so bad that the doctor ordered an X-ray and I had to get a Medical Condition Form completed and submitted to cancel my membership.

  So, I still stand by my dissatisfaction with Club 16 and that I did pay a total of $839.73 for both a membership and one so-called personal training session and basically cost me almost $400 for the one session.
  This one session has caused additional physical and emotional pain which is so disappointing considering how much I was looking forward to slowly start my new life by joining Club 16.  It was close and thought it would be great getting out interacting with people. In the past, I have had good results working with a Personal Trainer but this was not the case.

  Depending on your response, I may have to consider contacting news shows that act as advocates or perhaps speak to a lawyer. It won't help with the additional pain and suffering you have caused, but it might alert other people so the same thing doesn't happen to them.  Especially if they don't check the Better Business Bureau and see you have an F rating.
  
  
  
  *************************

• Initial Complaint

  Date:28/08/2023

  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 have put in a request 3 months ago to cancel my membership. I received confirmation for cancellation but the club keeps charging my credit card. I received another 60$ charge yesterday . I am seeking the club cancel my account once and for all and take all of my credit card information off of their system. I never authorized my credit card they have on file and they keep charging it

  Business Response

  Date: 29/08/2023

  ******** purchased a personal training package in June, and has used 4 sessions - which are charged at the industry standard of $75.00+tax each. The membership and training package have been cancelled and removed, however there is a remaining balance for the services used. I have attached emails from our manager to the member informing her of this as well. 

  Customer Answer

  Date: 29/08/2023

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

  i Spoke to the customer service at their headquarter who admitted they made an error and that these fees should have been waived a while ago as promised. See attached . What I Am requesting is confirmation that my credit card has been moved from their systems and I will no longer be charged on a credit card I did NOT authorize. 

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

  Business Response

  Date: 30/08/2023

  Our fitness manager will be reaching out to the member to review the terms and conditions of the signed agreement with the member again. The member has used 3 sessions which would be billed under the "Material Change" section of the signed Personal Training Agreement. 

  Customer Answer

  Date: 31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The business is not addressing my concern of storing my credit card data and charging my card without my consent. I already addressed the fact that the corporate office waived those fees. Please just confirm my card ending in **** is removed from your system and I will NOT see any additional charges from your club. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 31/08/2023

  Regarding the email provided by the member stating "As a courtesy, we will proceed to cancel your account today 08/28/23 with nothing further due" this was pertaining to the membership agreement. The member was cancelled immediately with out the required 30 days notice, and the final 2 payments that the member would have owed were waived as a courtesy. The personal training agreement is a separate agreement, which has also been cancelled for the member - however 3 sessions have been used and these services are payable in full as the member has been provided these training services already. 

  Customer Answer

  Date: 31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  It says "all" charges" the business is refusing to remain accountable and address my credit card concern 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/08/2023

  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 started my personal training in April 2023 at She’s Fit, kingsway, Vancouver. I have taken five sessions so far (12 sessions in total) . Then i lost my job around mid May. I went to the gym and told them that i cant afford it anymore so please cancel my personal training. They said okay u will be charged for the sessions that u took and some additional amount and it will be cancelled. I asked them to set up a meeting with the manager to discuss the total charges . But they never set up the meeting. Still i mailed them many times and even called the gym regarding this. They never gave a proper response. Now i got a job but its in Vanderhoof. Its like 1000 km from Vancouver. They dont have any branch there. So obviously i cant take the remaining sessions now. I told about this to the manager there. She said she cant cancel it. So please, help me in cancelling this personal training and also the refund of the extra sessions that i have paid but didnt use. I am already short on money because i have to relocate and in top on this i cant pay for the sessions that i wont be using. If u want i can provide proof of me relocating to vanderhoof and my job offer letter etc.

  Business Response

  Date: 16/08/2023

  ********* concern has been directed to our regional Fitness Manager who will connect with Nirmala to get further details and proof of move in order to try and resolve this with the member. 

  Customer Answer

  Date: 19/08/2023

  
  
  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:24/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking a refund for a ********** gym membership contract IN PERSON signup and ********** explanation I signed up for a package of 10 personal training session and an elite membership. Sales associate upon signing up said that monthly membership was included with the training session packages and I asked a few times before signing up and I was assured the membership was included with the training session packages. After 2 weeks, my credit card had been charged the financed price AND the membership price. I quickly went to the gym to speak to the same sales associate about the issue and was told there was nothing that could be done, that I had 10 days to cancel or change the membership ****** had explained that the membership was charged because it was a part of the financed price of the training sessions (that didnt make sense to me) and I explained if the membership was not included with the upgrade of package and training sessions then I would prefer to just have regular gym membership and not the training sessions. I was told the manager would call me and he did but told me there was nothing he could do for me (2 weeks after signing up) and that o had the agreement and that I should have reviewed it.I explained that I asked a couple times during the sign up and felt satisfied that the sales associate had explained and assured me and so I didnt feel I had to review the emailed contact (who does that anyways) I trust their sales team would be forthright and honest with me I called head office regional manager explaining my situation thinking they would remedy the situation and he said that their policy could not be broken (after 2 weeks)He told me I needed to review the policy within 10 days. Had I known there was a 10 day limit I would have read it but I trusted the sales associate upon signup.I received the contracts but did not know about the 10 day policy as I was not told in person

  Business Response

  Date: 01/08/2023

  Thank you for your message, we will have someone reach out to you regarding this matter. 

  Customer Answer

  Date: 01/08/2023

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

   

  There is no actionable response except they will get in touch with me I dont trust that the issue will be resolved and want the BBB to continue monitoring this complaint 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/08/2023

  
  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:19/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 canceled my club16 Trevor Lindon Membership at Highgate Burnaby on Feb. 1, 2023
  
  Trevor Lindon club 16 continues to bill me and charge interest.
  
  I should not have been billed a membership fee past March 1, 2023.
  
  I am requesting they cancel my membership as of March 1, 2023 and adjust the invoice.

• Initial Complaint

  Date:13/06/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a member for the past four years, I applied to cancel my membership on April 14, 2023, due to my relocation to Richmond. However, I was directed to contact their partner, *** Fitness, for the cancellation process. To my disbelief, *** Fitness responded the next day, stating they no longer handle my account and have transferred it to a collection company, preventing me from cancelling my membership.Club 16 South ****** later send me an email admitting their billing system glitch caused six months of unpaid fees. As compensation, they offered a 50% reduction for that period. It is clear that their billing error resulted in fee deduction failure and the involvement of a collection agency, which now prevents me from cancelling. I want to highlight that I received no communication regarding the payment failures during the alleged system error.Despite multiple emails with *** Fitness and phone calls with Club 16 South ******, where I clearly explained the situation and requested membership cancellation, refunds for the last two payments, and a written acknowledgement of their system's fault in order to use for restore my credit score, there has been no progress. Different representatives from *** Fitness and a Club 16 South ****** person named *******, who promised a response within two days, have not provided any updates.Club 16 South ****** continues charging my credit card without addressing the issue or explaining the damage to my credit score. This extends beyond financial loss and affects my reputation. Please ensure those involved review my emails, communicate with *** Fitness internally, and consult with ******* at Club 16 South ****** for a full understanding before contacting me.As a loyal customer for four years, I have explained this matter numerous times. I am not obligated to provide further explanations. I demand that you solve this matter without burdening the consumer and handle it appropriately.

  Business Response

  Date: 14/06/2023

  We will reach out to you directly and look forward in resolving this concern with you.

  Customer Answer

  Date: 16/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:I have been waiting for your contact regarding my membership and the issue of my damaged credit score for the past three days. However, I have not received any communication from your end. This lack of response is unacceptable.
  
  Over the past month and a half, I have been the one initiating contact through both phone calls and emails to address this matter. Your attitude, methods, and efficiency in handling this situation are far from satisfactory for a reputable organization. Consequently, I have decided to reject your proposed solution. I am not obligated to continuously chase after your company while you show no proactive effort to reach out to me.
  
  I have clearly explained the circumstances and provided evidence demonstrating your organization's negligence. Even a brief discussion among your staff would have sufficed to understand my situation within minutes. Therefore, my requests are simple: cancel my membership, refund the charges, and provide a written explanation for the credit score damage. You have all the necessary information to resolve the matter directly and inform me accordingly.

  If you continue to disregard your customers' legitimate rights, I will pursue further legal action based on the recommendations of the Better Business Bureau (BBB) or seek assistance from ******** ********** **.
  
  Sincerely,
  
  *************

  Business Response

  Date: 19/06/2023

  Hi There, we have tried to reach out to you via telephone but have not been successful. We have confirmed this has not impacted your credit score and you are going to see a reversal of charges on your CC by *** fitness. We would still like to connect with you by telephone if you are able and are very sorry for the inconvenience.

  Customer Answer

  Date: 19/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:I am appalled by your continued lies and attempts to shift blame. Are these deceptive tactics part of your PR strategy or a common approach to handling customer complaints? As a stock trader, my phone is always on, and both mine and my wife's contact details are on record. Neither of us has received any calls or voicemails from your company. However, it is ironic that Club 16 South ****** called me on Friday, May 16th, proving that you can reach me. Surprisingly, it turned out to be a sales call for private coaching sessions (attached is the relevant screenshot as evidence).
  
  If you were in my position as a consumer and complainant, how would you feel about this situation? Your management has repeatedly displayed disarray, deflection of responsibility, and deliberate deception towards customers. Regarding your proposed resolution:
  
  I demand written proof that involving a collection agency will not impact my credit score. You have no authority to access my credit information, and I require a written confirmation of your incorrect actions for future reference. Verbal statements alone are insufficient after experiencing numerous incidents.
  
  You mentioned several refunds, but I will only accept this resolution if I receive and verify the refunds' accuracy. Furthermore, there must be no future occurrences of additional charges. You have both mine and my wife's contact information on file, and the Better Business Bureau also has my number. Please refrain from further falsehoods by claiming that you have been unable to reach me. Frankly, I do not anticipate any further calls from your company, as this issue has already consumed a significant amount of my time and energy. Resolving my reasonable requests should be a straightforward matter. Do not prioritize refunds and financial matters over matters of trust and integrity.
  
  I expect a genuine and prompt resolution to this matter. Otherwise, I will utilize all available legal means to protect my consumer rights.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:08/06/2023

  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.

  My daughter ***************************** ************ whom is ** went to she's fit signed up and paid all fees up front and after would have biweekly payments for month to month. She has only been apart of the gym for about 2 months when her normal fee came out and a few days later her account was debited $52 for a annual fee. I repeatedly asked when she signed up that it was only the $13 coming out after we paid almost $85 to get her started. I was told yes every two weeks monthly payment only. I asked this question about 5 times from the women signing her up. Now her account is over drawn and she will receive NSFs which is completely unacceptable. I phoneed the location and the women said sorry we don't give refunds. This was not an authorized debit, we were not made aware of it and needs to be returned to the minors account. Unacceptable to lie right to people's faces when you literally ask 5 times so nothing else other than her biweekly payment will come out of this account and told yes that's it. Just wrong.

  Business Response

  Date: 09/06/2023

  Thank you for your inquiry, we will have management review this with you. 

• Initial Complaint

  Date:19/05/2023

  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.

  I visited Club 16 Trevor Linden at 130-1100 Lonsdale on October 6th, 2022 to inquire about a membership. The sales representative suggested the Elite Plus Membership Agreement, a twelve-month contract, but I informed her that I would like a month to month membership because I had signed a 6 month lease agreement and was unsure if I would be allowed to extend my lease after this 6 month period. She assured me that I could cancel my membership with just a thirty-day notice, without any cancellation fee. I signed the contract. In January my landlord gave me a 3 month notice to move out because he was having a family member or friend move into my apartment. In March I went to Club 16 in person and told an employee at the front desk that I would like to start the cancellation process and that I would be moving out of *************** and to the Mainland on May the 1st. The sales representative **** told that I needed to email the club exactly thirty days before the date I wanted to terminate my contract, no earlier. He assured me that there would be no cancellation fee and no need to provide proof of moving. On April 1st, I sent an email to the club to cancel my membership for April 30th, 2023.To my surprise, the club informed me that I would need proof of moving. After providing them with this, they said that I would need to pay a fee of $78.75 to cancel my membership or pay for the remaining twelve-month contract. The email also indicated that I must move my residence 30 kilometers or more from the club and provide sufficient proof of moving to cancel my membership without a fee. If I move closer than 30 kilometers to the club, I must "buyout" the remainder of my contract. Again, I was surprised that I was not informed of any of these additional requirements or fees by either of the sales representatives I spoke to before signing the contract or after. I had specifically asked multiple times about the cancellation process and whether there were any additional fees.

  Business Response

  Date: 29/05/2023

  Thank you for your message. We will get in touch with you regarding this matter. 

• Initial Complaint

  Date:08/05/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NEGATIVE MARKETING ONCE A YEAR THEY CHARGE YOU A ANNUAL FEE. THEY DON'T GIVE THERE THOUSANDS OF MEMBERS A HEADS UP. NO EMAIL OR POSTED SIGNS. EVERY OTHER COMPANY RIGHTFULLY LETS YOU KNOW WHEN THERE IS A ANNUAL FEE APPROACHING. MY BANK,STORAGE UNIT,AUTOPLAN, STREAMING COMPANY. ****** ****** DOESN'T INFORM YOU THROW A FREE EMAIL. IF YOU DON'T PUT THE ***** IN YOUR ACCOUNT THEY CHARGE YOU A $20 SERVICE FEE. THIS $20 FEE IS NEARLY 50% OF THE ANNUAL FEE.BY CLUB 16 NOT DOING THERE DUE DILIGENCE THEY MAKE A PROFIT. THIS IS NEGATIVE MARKETING. **** ******** LOTS OF COMPLAINTS ON BBB ABOUT CLIB 16 TAKING MONEY WITHOUT PERMISSION. I WENT IN TWICE TO SEE TJE MANAGER ( ****) HE WAS LATE FOR WORK BOTH TIMES. LEFT MY NUMBER BUT HE DID NOT CALL. I WANT MEMBERS TO BE NOTIFIED IN ADVANCE AND MY $20 RETURNED.

  Customer Answer

  Date: 11/05/2023

  I asked for in my complaint for CLUB 16 to let members know ahead of time when dues are due. I also asked for my $20 back that was taken without my permission. 

  Business Response

  Date: 16/05/2023

  Thank you for the opportunity to correspond with you. We look forward in connecting with you! 

  Customer Answer

  Date: 22/05/2023

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

  Is not a response at all. Nothing said in it. No sorry. No solution.  ****** ****** 
  

  should be ashamed of himself doing NEGATIVE MARKETING. Charging hidden fees. ****** ****** as always shows no morals.  **** ******* ****** *** ***** *** ***** ** ******* ****** **** * ******** **** **** ***** *******  Horrible person.  His gym CLUB 16 ****** ****** manager can't be on time for his job or call a customer.  Shame on you *******************************************.  Hope you enjoy your percentage of ****** *****.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/05/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is to report a dispute with Club 16 Trevor Linden Fitness ******* ****** ******* ******* ******** ** *** ***
  I am ******* **********, Mother of a teenager who wished to use Club 16 Trevor Linden Fitness *******. She is in a competitive sport and needs to keep up her fitness.
  (Note: I will keep my daughters’ credentials confidential here and use as “teenager “ in this document ) Since my daughter is a minor, I was asked to hire a fitness trainer to use the facility as per the rules of the club as teenager cannot use the facility without the supervision of the trainer. Hence, we were requested to use the facility once / week as the trainer was scheduled once /week.
  
  Membership was bought on Sept 02 , 2022 and agreement is attached as a supporting document.
  Ms Casey H*********, Personal Trainer was assigned to my daughter by the club and my credit card information was shared with the club for method of payment.
  
  Ms Casey H*********, is assigned as a Personal Trainer , unfortunately, her schedule didn’t match with our schedule. She was working only on Saturdays and working with a very tight schedule and always providing a one-time slot in every Saturday without ant flexibility. This was informed to the club and She or the club was unable to reschedule any other trainer in the absence of Casey when she was on holidays, Request was made couple of times or reschedule session on Sundays . Therefore, we were not getting the training session as per the agreement. (Club 16 never mentioned any time restrictions when signing the contract).
  Supporting Facts:
  As per the agreement, the initial agreement could cancel within 15 days. However according to The Canada Consumer Product Safety Act (CCPSA)Business Practices and consumer protection act in declares ( section 25 ) we can discontinue agreements if the service provider is unable to provide the service as per the agreement.
  
  Given the above information, I would like to discontinue this agreement without any penalty and reimburse the money.

  Business Response

  Date: 16/05/2023

  Thank you for your message and the opportunity to correspond with you. We will connect with you within 24 hours in resolving this matter. 

  Customer Answer

  Date: 17/05/2023

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

  1. Club 16 still do not have a trainer on Sundays and I do not have trust and faith on them to continue their service. 

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

  Business Response

  Date: 29/05/2023

  Thank you for your feedback Thamara, We have reached out to upper management to get in touch with you on this. 

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I am unable to open attach document. This was sent to personnel e mail by ***** and I contacted him and request a simple version of ***. Didn't receive any reply from them 
  
  
  
  Sincerely,
  
  
  
  ******* **********