Business Profile

Health Club

Club16 Trevor Linden Fitness

This business is NOT BBB Accredited.

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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:06/12/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, can you please cancel my club 16 membership? I cancelled it Oct 12th but I just got billed Dec 2nd. I will attach photo proofs and email from club 16 assuring me that it was cancelled.
Business Response
Date: 08/12/2022
Hi There, Thank you for reaching out, we will have a manager connect back with you within 24 hours.
Initial Complaint
Date:25/11/2022
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.
On November 12/21 I joined Club 16 Burnaby South and paid for a one year membership with my **** ****. On December 30/21 I got hurt at work and booked off work. I didn't go to Club 16 due to the nature of my injury. Oct 7/22 around 1:00pm I went to Club 16 and hand delivered a letter of cancelling my membership for November 12/22. Basically let the clock run out on the membership term and we will be done. The attendant at the front desk pulled out a smart phone and made the arrangements for my membership to end November 12/22. The attendant wanted to give back my written letter, but I said no, in the terms of the agreement I was to furnish a letter of resignation cancellation. The attendant took the letter and I left. On November 20/22 I was on line paying my **** bill when I notice two extraneous **** charges; October 21/22 and November 4/22, both for $9.43. I never give businesses access/permission to my credit card, that's why I bought the year in advance. I emailed the Manger of the Club 16, Burnaby South and asked them to refund my $18.83. I mentioned that someone in their office skimmed my credit card, gave them the total ***** amount. I got an email back about 3 hours later from a representative, "Ruth", who states; "you did pay in advance for 24 payments on Nov 12/21 when you initially signed up for a membership. However, there are 26 payments in total in a full year since we bill accounts bi-weekly and sometimes the timing of the charges allows for 3 payments to fall on the same month. Due to you paying for 24 payments, ..." ********* *** * **** ***** *** ******* ********** ******** **** ****** ** ****** ***** ** *****. She apologized for inconvenience and my misunderstanding. I never gave them permission to use my credit card.
Business Response
Date: 30/11/2022
Thank you for your message. We have forwarded your inquiry to our management team. Someone will get back to you within 24 hours
Customer Answer
Date: 02/12/2022

Complaint: ********

I am rejecting this response because: There is nothing to discuss with any management team from Club16.
Club 16 used my credit card with out consent and charged me for two additional months of membership after I cancelled my membership, one month earlier.
The term expired and I gave the proper notice of 30 days in writing. The front desk attendant(s) said I was good to go, everything was done for the cancellation.
There was no reason for further payment or contact.

Sincerely,

***** *******
Business Response
Date: 16/12/2022
Thank you for your follow up, we have tried to contact you but have been unsuccessful. Please let me know when you are available to connect
Initial Complaint
Date:16/11/2022
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 is continuing to charge my card bi-weekly after I have submitted multiple medical forms and have had phycisians sign forms advising them of my injury. Club 16 promised me they can freeze my membership if I am injured but are not doing so and are now refusing to cancel my membership. I have been dealing with this issue since august and am fed up. I need my money back and membership cancelled.
Business Response
Date: 16/11/2022
Hi ****** Thank you for reaching out. If you could kindly forward us a Physican letter with the medical condition form that would be appreciated.We will review your account and get back to you. Sincerely, Club16
Customer Answer
Date: 16/11/2022

Complaint: ********

I am rejecting this response because:

I have already submitted your medical form filled out with a signature, as well as hospital notes.
I am attaching them the last time here.

Sincerely,

***** **********
Business Response
Date: 23/11/2022
Hi *****, I have sent out an email to you today directly.
Customer Answer
Date: 24/11/2022

Complaint: ********

I am rejecting this response because:

Club 16 says they don’t have my files attached to my online file, quote on quote “Unfortunately, I couldn’t see these on your file, I do see a digital file completed however I don’t have a dr’s signature or stamp ect on it.”

This is incorrect because I’ve submitted hospital forms, and their specific Medical Form 3 times now with my physiotherapists stamp and signature. As shown in the original screenshots only my BBB request, as well as in the screenshots here.

Sincerely,

***** **********
Business Response
Date: 30/11/2022
unfortuntely we do not have a verified stamp and dr's signature on the documents You have submitted. It was shared that you had filled it out yourself as you were unable to connect and go back to the dr's office. If you have a filled out medical condition form filled out by the dr in full we would be able to review that.
Customer Answer
Date: 08/12/2022

Complaint: ********

I am rejecting this response because:when did I ever state I filled it out myself? Attached are files of communication with my physiotherapist.. you are making things up and it’s getting very frustrating. All I ask is for you to stop charging my card for a service I CANNOT use. Nothing about our conversations are leading me to believe you care about your customers. How, as a health and wellness business are you not supporting your clients with injuries. You should be the first business to understand.

Sincerely,

***** **********
Initial Complaint
Date:15/11/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to this gym in March of this year, and signed a contract unknowingly knowing all of the details of this contract. I was told that I can cancel at any time with no repercussions, and that I would only be paying $60 a month for this service of having a personal trainer. it was really important for me to cancel because I told her that I am on a waitlist for school and there is a possibility that I might be going too school in September as a full time student and that I would have no time for the gym if that were to happen. She reassured me multiple times and said this was not a problem. Months went by and everything was going great until I noticed that they started biweekly payments of $10 from account. I was confused and asked the receptionist what that was about and she said it was for me to have access to the gym, that was not disclosed to me during my first meeting when I signed the contract. I then went on with it and continued my membership. Later on about 3 weeks before September started I got accepted Into my program and called Club16 to cancel my membership, they asked me to email them about this and someone will assist me. I later received an email from there manager saying that I would have to pay of my remaining balance that I have financing my membership payments and I had signed up for 1 year. Not only would I have to pay off my remaining balance, I would have to give them notice that I am leaving, finish the remainder of my gym sessions with my trainer and pay a cancellation fee. Absolute none of this was dicloseed to me when I signed this contract. I explained to him that I was not aware of any of this and I should not have to pay for this since It was not disclosed to me before. The manager now won't assist me even though we have talked multiple times about this and I have come to the conclusion that this business is not to be trusted, and only cares for money for customer service. I do understand that I should have read over the contract.
Business Response
Date: 23/11/2022
Hi ******* we have sent this to upper management to review and get back to you.
Initial Complaint
Date:29/09/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Club 16 refuses to cancel my membership, is charging me bi-weekly monies, and is now sending me repeated emails asking for payment. Email advising them to cancel my membership was sent on July 7. I can provided all supporting emails.
Business Response
Date: 05/10/2022
Hi ********

We will have someone from our management team reach out to you later today.

Sincerely, Club16
Customer Answer
Date: 11/10/2022

Better Business Bureau:

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

Sincerely,

******* *****
Initial Complaint
Date:13/09/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought some sessions for a personal trainer and than I moved out of province where there is no locations

I cancelled my membership for the move and informed of this, they said that I was able to get a refund due to leaving the province.

I was finally able to send them the proper paperwork (send some earlier but they denied it) and now they are declining the refund

How can I use a membership when there is no gym in Nova Scotia
Business Response
Date: 14/09/2022
Hi ******

Thank you for your message. Could you please email us your information that your account was associated with? We have been unable to find your account with those details in the system. **************************** Thank you. We look forward to helping you.
Initial Complaint
Date:29/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My second day at the gym and first my bag was misplaced. I requested the girl on receptionist to check. She was so ignorant just told me to check other lockers. I checked other lockers and found my bag. Went home and saw my debit cards and drivers license have been stolen from gym. And gym has no responsibility towards to it.
Business Response
Date: 30/08/2022
We have reached out to this client and have considered it closed off.
Customer Answer
Date: 30/08/2022

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:26/08/2022
Type: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.
We had asked the personal trainer of club 16 whom my husband and daughter had seen to start up our membership in 2021 to freeze my account in December of 2021 and than again in January of 2022 *** ** ***** ********** *** * *** ******** ***** ********** ** **** **********. The manager assured that the bi weekly payments and training fee would no longer be deducted from my account.
I had several meetings with the new manager Kelly who assured us the money will be refunded but as to today’s date August 2022, the money has not been refunded and after making appointments to see the manager they keep giving me email to contact different person. It’s been 8 months since i have been requesting to have my money refunded which they kept taking out for several months even when i had asked them not to.
Business Response
Date: 06/09/2022
Hi, Thank you for your feedback .Upper management has left you a voicemail.
Customer Answer
Date: 06/09/2022

Complaint: ********

I am rejecting this response because: no one has left any messages for me as matter of fact i have been leaving messages for different people in corporate office and have not heard back and was told by Alex a staff member to send an email explaining everything again although i have explained this the situation to every person i have talked to therefore at this point of time i am going to send an email explaining everything one last time *** ** ** ** ***** *** ******** * **** **** **** ****** ** ***** ****** ****** thank you.

Sincerely,

*** ******
Business Response
Date: 07/09/2022
upper management will contact you again today.
Initial Complaint
Date:28/07/2022
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.
On March 9, I emailed them for the temporary discontinuation of my gym service for a month. An associate named as Mike, he just read the word ‘discontinue’ and cancelled it permanently.

When I emailed them back on May 20th, to continue my service again. Then, they said your membership has been permanently cancelled. I went there, another associate named as Kevin met me, he admitted that someone by mistake cancelled it permanently and messed it up. He told me that he will take this case to his manager named as Taylor. One day I saw a weird charge of $37.72 in my bank account by club 16 and a additional $9.43. Then I called them, associate picked up the call, I want to meet the manager ASAP.

This time was a different manager named as Jitka. Her points of arguing were -

1. You should have not used the word 'Discontinue', you should have used the word 'Freeze', and she was arguing with me about using the different synonym in the email.

2. Then, she started blaming me again for not reading the emails they sent me after I emailed them. She started with we said that your membership is cancelled. I said I was applying for the temporary discontinuation, I believed in you guys, and I understood it as the temporary cancellation, and assumed that's how the process works for them!

3. Then, she said you should feel lucky that we made it active again for you to use. Normally, we don’t. * ***** *** ** ** ****** **** *** ********* **. However, if you made it active for me, then, why didn't you notify me? Why you charged the $37.72 membership fee for the month, and I didn't even use the gym for those 2 months.

In the end, she might realized I need to fix that. She offered me the refund of 25% of the $37.72. I firmly refused it to take it and she said she will talk to the other manager about it. After a week, she concluded the same as previous conclusion, and again I refused it.

I am looking for the full refund for the fees, any possibility you can see to help me out please?
Business Response
Date: 28/07/2022
Hi There, We would like to better understand what has taken place. Someone will reach out to you within the next 24 business hours to resolve your concern.
Customer Answer
Date: 05/08/2022

Better Business Bureau:

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

Sincerely,

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

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Club16 Trevor Linden Fitness is NOT a BBB Accredited Business.