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 has 15 locations, listed below.

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• 

  Club16 Trevor Linden Fitness

  103 6329 King George Boulevard Surrey, BC V3X 1G1

• 

  Club16 Trevor Linden Fitness

  32560 Simon Ave Abbotsford, BC V2T 0G7

• 

  Club16 Trevor Linden Fitness

  104 15355 Fraser Hwy Surrey, BC V3R 3P3

• 

  Club16 Trevor Linden Fitness

  7155 Kingsway Highgate Village Mall Burnaby, BC V5E 2V1

• 

  Club16 Trevor Linden Fitness

  50 1055 Canada Pl Vancouver, BC V6C 0C3

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:25/04/2023

  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 have a gym membership with club 16 in **********.In January I moved to ******* and requested to cancel. I am more than 30km away from any club 16 so cancellation has no penalty.I have been going back and forth with their email help for almost 5 months and they are still charging **** have provided them with a letter from the bank with my new address and my Drivers license with my new address. They cancelled an account but in still being charged, they said they cancelled a different account under my name but I only ever had one account.Ive been trying to get them to close the correct account but now they are saying the ** I provided is not valid because it needs to be a newly issued drivers license rather than the sticker that ICBC provides you with when you change addresses.I need help to get this cancelled and to get the money back they have been charging me.Thanks.

  Business Response

  Date: 26/04/2023

  we will reach out to you to discuss this further. 

• Initial Complaint

  Date:18/04/2023

  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 had been going to Club 16 South Surrey consistently *** **** ** ****, and had decided to end my membership the summer of that year before going away on a trip and moving away for school. I had gone in person to the front desk to ask to terminate my membership, and they verbally told me that they had cancelled it for me and that all payments had been complete.
  I had not been back to that club 16 since I had moved away, gone to school out of that city and completely felt safe knowing my membership was terminated.
  Fast forward to last spring when my partner and I decided to step in for a drop in at the Langley location. We signed up at the front desk, paying the $10 drop in fee and they had informed me that I still have outstanding member invoices from 2018–which had collected to about $850 and that my membership was still active. I was completely blind sighted, as I have not heard a single word from Club 16 aside from marketing emails about promotions happening at the gym, no letters from them, no phone calls or any type of communication, and the meanwhile all these years have been under the impression that I no longer had my name tied to Club 16.
  At that time, I had tried to cancel my membership there in person at the Langley location, which they told me they weren’t able to do and so told me to go to the South Surrey location to settle my membership, to which I went to and they were able to terminate my membership on that day (even though it was meant to have ended in 2018) and so that is now my official end of membership date.
  South Surrey told me to contact their head office to settle the payment, by phone, to which I called and even after explaining my entire situation they told me that I still needed to pay the $850, or if I was planning to re-ignite my membership they would cut down the price to $450–but that they would not clear my name. I have still not heard a single word from them, and need help clearing my name as this was entirely fraudulent.

  Business Response

  Date: 21/04/2023

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

  Customer Answer

  Date: 21/04/2023

  
  
  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:06/04/2023

  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.

  My account was supposed to be frozen due to medical reasons, I recently tried to re-enable it only to learn that it was not frozen properly and I was being charged the whole time, I am seeking a refund for these charges as I was promised an exemption.

  Business Response

  Date: 11/04/2023

  We will contact you to discuss your inquiry.

  Customer Answer

  Date: 19/04/2023

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

  No one has contacted me despite my many attempts to contact you via various phone numbers, voice mails left and email sent.

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

  Business Response

  Date: 20/04/2023

  Thank you for your message. We will look into your inquiry and have someone reach out to you within 24 hours 

  Customer Answer

  Date: 21/04/2023

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

  It's been 24 hours since you sent that message and nobody has contacted me. It's also been weeks that i've been trying to get in touch with you and been waiting for somebody to contact me.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 21/04/2023

  Hi ********* 

  We will have someone reach out to you immediately. 

  Customer Answer

  Date: 22/04/2023

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

  Still no one has reached out
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:03/04/2023

  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.

  My credit card was recently compromised and cancelled, unfortunately the billing date for Club 16 fell a day after this happened and before i was able to update the details with them. They applied a $20 late fee to my card. When i questioned it at the location in ****************** and explained that I was already a victim of crime and that they are making a bad situation worse, I was told that Club 16 do this all the time and would continue to add another late fee for every payment missed, but that they don't advise the customer that there is an issue - they just keep stacking up the charges until you notice. To me, this is a horrible and dishonest business practice.I emailed the company wad was basically told 'tough, you're not getting your money back'. I was also told that their system isn't set up to email customers to advise them of a problem, or to advise them that their credit card is coming up for renewal, i was told that the system isn't able to do that. The system seems to be set up to scam customers out of this $20 as often as possible and to leave the front line staff to deal with it. Shabby. I have attached a receipt which comes direct from their system, so i guess it can email you once you've paid.

  Business Response

  Date: 04/04/2023

  Thank you for your message. We will reach out to you to discuss this further. 

  Customer Answer

  Date: 04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because they have yet to reach out to me and i expect that they will only reiterate their original position.  I am happy to wait until they do reach out, but it's impossible to 'accept their response' when i don't know what their response is.  This feels like a tactic they regularly use to fob customers off. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/04/2023

  Hi ******, management will be in touch with you within 24 hours but please note we have already credited your account for the service charge. Thank you.

  Customer Answer

  Date: 04/04/2023

  
  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.

  Better Business Bureau, thank you for the help, i had no idea that this is how the system works, so often you can feel completely alone as a consumer.  Absolutely fantastic! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/04/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 22 2023, I signed up for a Club16 Free 3-Day Pass. I enjoyed my experience, and spoke someone before my pass was given to me about plans should I want to continue after the trial. In my conversation, the man, ********, verbally confirmed to me that I would be able to sign up for any plan, and cancel so long as it was in 30 days. He also mentioned that cancellation isn't a problem if a health issue arises.Recently, I am under bloodtesting for an autoimmune disease, and I am no longer able to workout in public spaces as easily as I'd like too. Within my 30 days, I requested a phone call to help with plan adjustments and cancellation. I called the location and was told my message and contact information would be passed on. I haven't had a follow up. I have emailed requesting a cancellation, or at least a response, and have not been given one. I have medical proof to provide if needed, but the lack of professionalism is unreal. I'd like to cancel my entire membership as I no longer wish to exercise here.

  Business Response

  Date: 04/04/2023

  Thank you for your message. We will follow up with you today regarding your concern. Thank you ******

  Customer Answer

  Date: 05/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: the business has not made contact.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/04/2023

  Hi ******, we left a message for you yesterday as our call was not successful.

  Customer Answer

  Date: 06/04/2023

  
  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:10/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Oct. 2017, I joined Club16 Trevor Linden Fitness, in Maple Ridge. In Dec. 2021, they were forced to close their doors due to BC Health regulations during the global pandemic & I have not returned to use their facility. In Jan. 2022 they reopened, although I did not receive any communication to tell me so. During the closure and up to Dec. 2022, I received no communication and they stopped charging my credit card. More than a year later, at the end of Dec. 2022, I began receiving collection agency calls for $16.80 and now this amount has jumped up and they are trying to claw back $657.27 on the contract that they broke with me when they dropped me as a member and stopped charging my card.
  
  I have sent emails, which I can share screen shots of. I have had many phone conversations in which they admitted their system dropped members when they closed their doors, and they went to a new system in Dec. 2022. This is what triggered them to find dropped members and begin back-charging them.
  
  I never heard from Club16 after the forced closure. I have not moved, nor changed my email address or phone number. I have checked my email inbox all the way back to 2017 and I have not received anything from them until the collection phone calls began at the end of this Dec. Nor did Club16 resume charging my credit card once they re-opened. It is clear that Club16 Maple Ridge location had an issue with their operating system which dropped members, and when they went to a new system in Dec. 2022 they found dropped members and are now back-charging. After more than a year without communication or charges put through my credit card, I feel that Club16 Trevor Linden Fitness broke their contract with me and not the other way around. I want Club16 to take accountability, set my balance to $0.00 and acknowledge that I am no longer a member and will not be billed further.

  Business Response

  Date: 16/03/2023

  Thank you Lisa, we will be in touch with you shortly on your message. Thank you kindly.

• Initial Complaint

  Date:24/02/2023

  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.

  I signed up for Club 16 at 2019 and cancelled the subscription in the end of 2019. I recently received mailed from them saying I am owning them some money from December 2022-February 2023 and they kept sending me mails to collect money. My membership was cancelled for a long time. And even my credit card on file was expired 3 years ago. Not sure why the membership is active without any of my consent or agreement. I tried to contact them to explain the situation, they won’t let me cancel the membership and resolve the problem before I made a payment. However, it wasn’t my intention to reactivate my membership and I didn’t used any of the services over all this time.

  Business Response

  Date: 09/03/2023

  We will reach out to you before end of the day.

  Customer Answer

  Date: 16/03/2023

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

  Customer Answer

  Date: 31/03/2023

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

  The reason I would like to reopen is that I didnt know to reject the response means closing the file. Actually the issue hasnt been resolved. Their customer service representative is not in a professional manner. She referred my case and my account to a wrong email address which I had no idea about it. I questioned that she was talking about another account and other complain. She mentioned about they changed their system recently and she even stated that I own more money than the invoice they sent to me.  I would like to get another response from them regarding to my case my account.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:23/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a gym membership with Club 16 on January 25th, 2023. On that day my card got charged twice for the same amount. In addition, my card got charged again on Feb 8 and 22, 2023. I got the month to month membership without contact. I tried explaining the situation to my local club 16 manager but he completely dismissed my complaint. So far, they have charged me 4 times in less than 1 month. The total amount taken so far is $148.98 even though my monthly membership supposed to be under $18. I have tried contacting their main office multiple times without success. I don't understand why they are keep charging my card for whatever amount they want and whenever they want.

  Business Response

  Date: 24/02/2023

  Thank you for your message. We will reach out to you within 24 hours. 

  Customer Answer

  Date: 27/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Club ********************* back within their promised 24 hours.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/03/2023

  Hi ******, we will have the ** follow up with you in regards with your feedback

• Initial Complaint

  Date:23/02/2023

  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 have not used this gym for well over 5 years and then this January they started trying to bill me again. They keep phoning everyday and keep sending a bill in the mail every week and this just keeps going up. I phoned the actual gym she said I had to put in writing that I was canceling by emailing or going in so I emailed the proper place. They received my email and said my cancelation was acknowledged and I would have to pay the past due fees which they started billing me again Dec 14 ***** Dec 28 ***** Jan 11 ***** .They said to remit final payment of ***** which was due Feb 22 2023. When I phoned the gym they said they went to a new billing format and my card that was on file expired in 2019. So if my card expired in 2019 why are they trying to bill me now in 2023 when I have not been to the gym in over 5 years. Can you please look into this for me as it will just wreck my credit. *** ********* ****** ** ***********

  Business Response

  Date: 24/02/2023

  Thank you, we will be in touch within 24 business hours 

  Customer Answer

  Date: 24/02/2023

   
  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. ************************* emailed me from Club 16 and said they cancelled my account effective immediately and made an exception on the 30 day notice but I had emailed them January 24th so that is not waiving no 30days they probably got a cancellation 5 years ago and misplaced it. He said when it comes to the overdue balance it is up to me if I pay it or not, what does that mean. Is this going to be an outstanding debt on my credit? I still dont understand why they would start billing me after 5 years and my credit card expired in 2019 you would think they would have been billing me since then???
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:23/02/2023

  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.

  Gym refusing to issue valid invoice since mid December, preventing me from making advance payment. They tried to bill me ************ for biweeklies December 11, 25 and January 8, even though I showed them an invoice dated September 13 with next due date January 19. I phoned Richmond location multiple times, but they kept saying, that there is no manager on site, last manager quit in July, and her assistant also quit in July. They cannot find a copy of the agreement, because my profile was erased during the software upgrade of November. They told me my membership was cancelled and offered to sell me a new membership at a discounted price early December. Later early January, they told me that they fixed their software but it is still not synching with their manual billing. The best part is that all those excuses are coming from the Richmond location, the downtown location are totally unaware of any system upgrade nor failure. During snow of mid December, I went by bus to Canada Place location, my invoice was showing January 19, but their screen was showing overdue starting from December 11. I refused to pay and they left a note for Richmond location to synchronize their invoice with the general billing system, but they are failing till now. I had to stop using their facilities for more than 6 weeks because no way to make a payment due to the lack of invoice, and persistent refusal to cancel the ********** overdues amounts. Since my upgrade Elite started in July 4, and I have already 13 biweeklies advance payments documented, I offered to make a single lump sum payment of another 13 biweeklies, to cover till the end of the Agreement on July 3rd. They are refusing to deliver such invoice, trying to have an active credit card on the account, so they can steal larger amounts. Their *** ******* *********, is operating in blind mode without any access to the Richmond document, they bill my expired credit card whenever they want, then they threaten with service fees. 15time

  Business Response

  Date: 23/02/2023

  Thank you for your message. We will be in touch with you within 24 business hours. 

  Customer Answer

  Date: 27/02/2023

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

   

  The business didn't even try to contact me. I sent them another email yesterday, but they ignored it. As is right now, they are trying to charge me for 58 weeks instead of the legal 52 weeks included in a standard calendar year. I tried to call them many times during the last 2 months, but they hang the phone asking me to contact their Headquarters or their *** ******* ********** ********. They ignore the complaint regarding the ********** amounts being billed to my account. They ask for a new credit card, trying to overbill me more successfully. It is a matter of systemic theft, that happened more than 15 times since September 2020. They take the direct payment, then they falsify the dates, asking for more money before the next due date, and adding service fees of $21, for what they call delays in the compliance
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 06/03/2023

  Thank you for your message, we will reach out to you within 24 business hours. 

  Customer Answer

  Date: 09/03/2023

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

  They are still hiding the invoice, trying to regain access to my credit card and use it as an ATM machine, billing all sort of overdues and service fees. I offered to make an advance payment of 8 biweeklies to finish the agreement, covering March 9 to July 3, they refused trying to bill me $75 for presumed early cancellation. I have been waiting for a invoice since mid December.

   

  Before, I reject their offer, I made a final phone call to Murad at extension ****, but there was a generic voicemail saying out of office till February 27 (not monitored). I tried to call the back up extension Justine ****, but she was not available to take my call. ****** ** ******* *** ** ********* **** ****** **** **** ********* ****** They try billing ********** charges to my expired credit card, they top up with the service fees (higher than the biweekly itself), you waste a month or more disputing them. Then they ask for another credit card like suddenly they became trustworthy. It happened already more than 15 time. Richmond, send you to Surrey, and both send you to their Collector Services, all that with my dues always paid in full in advance. I did not even ask for a freeze when I was unable to use their Gym.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 16/03/2023

  Thank you *****, we have been notified your concern has been answered and rectified.

   

  Customer Answer

  Date: 23/03/2023

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

  I paid the rest of the agreement March 19 to July 3, 8 biweeklies including the yearly improvement enhancement fees, total $159.43.

   

  However, Jessica tried again to bill unsuccessfully an extra $20 to my expired credit card, claiming that my payment was delayed.

   

  I reached an agreement with the Headquarters in Surrey, but Jessica is still acting as a troublemaker, actually she even requested a new credit card after processing the payment, which I obviously refused due to the lack of her ability to manage properly an active credit card.

   

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