Complaints

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:10/01/2023

  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.

  Hi,
  
  Platinum Athletic Club has contacted me today Jan 6, 2023 to collect an "outstanding balance" from March 2020. This balance was settled back in April of 2020. They had contacted me back in April of 2020 to settle the balance. I went to the gym in the middle of a pandemic just to settle everything. I paid the balance they said I owed and they assured me everything was complete. Now they are calling saying there are additional fees such as a service charge. If that is true, why was I not charged when I came in to settle the balance over 2 years ago. I was a loyal member at this gym since 2013. This business has poor business practices. I tried explaining what happened to the staff and manager but they were not willing to listen. Instead of listening and trying to resolve the issue, they just kept *********** to send me to collections.

  Business Response

  Date: 11/01/2023

  To
  Whom it May Concern, 

  We
  are writing to refute *** ******'s claim about the outstanding balance, on
  April 16, 2020, *** ****** was sent an e-mail informing her about an
  outstanding balance and a service charge for the bounced payment.
  
  As
  explained to *** ******, per CRA business are entitled to collect backdated
  dues within a 6-year period as such we have contacted her in 2023 as her
  balance falls within the 6-year timeframe. As well, we are in the process of
  purging our system and archiving all in-active accounts which is why we are
  reaching out to past members with outstanding balances, we are requesting
  payment to clear balances and archive. 
  
  In
  support of our claim, please find attached the following supporting
  documents: 
  1)
  Our correspondence with *** ****** dated April 14, 2020, to Aug 26, 2020
  2)
  A section of our membership agreement outlining our service fee on bounced
  payments
  3)
  *** ******'s payment history showing an outstanding balance of $46.25
  
  Please
  let us know of next steps in the process. 
  
  Regards, 
  
  

  Jasmin
  S*****

  
  

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  As soon as the gym notified me payment did not go through I came in to pay. Please note this was end of March 2020 during lockdown. Otherwise I would have come in sooner to pay. The gym itself was closed and I came in as soon as I could which was April 13 to pay cash. I was not aware of a balance outstanding until after the lockdown had started. I paid cash to a staff member. I asked them before leaving to double check if everything was settled and they assured me it was settled and my account was fully settled before I left as I did not want to come in again during the pandemic.I trusted that my account was fully settled. I would not expect a business who settled my account to call back and try to bill me back again. I don’t trust this business.

  
  

  This business is not cooperative in terms of finding a solution. ** * **** **** *** **** **** ***** * **** *** ** *** **** ** ******* ******** ** ******** **** **** * ***** ****** ** ***** **** ** ********** **** ****** *** ** ***** ** ***** ********
  

  
  

  Please have the owner of this business call me directly to resolve this issue. I do not want to deal with the manager.

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

  Customer Answer

  Date: 21/01/2023

  Please have the owner of the business contact me. I did make this request in my last response but did not hear back. I also called platinum athletic and left 2 messages with the staff for the owner to call me. I am waiting to hear from the owner..

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

  Business Response

  Date: 27/01/2023

  To Whom It May Concern, 

  The client has paid the balance and has been sent an e-mail confirming her account has been paid in full and that her account has been cancelled. 

   

  Regards,

   

  Jasmin S*****

  Customer Answer

  Date: 01/02/2023

  
  
  Complaint: ********
  
  
  
  

  A fair resolution has not been reached. I decided I no longer wanted to deal with this business, so I paid the same bill I have paid already once again. I agreed to do this due to all the troubles and the frustration of trying to deal with this business. Management was unwilling to listen to anything I said and unwilling to work together for a resolution. Instead, management came up with a resolution for just themselves which is to call collections rather than resolving my issue of having to pay the same bill again. When I decided to pay again, and requested for a statement to be provided to show the account balance was zero, the business was unwilling to provide this several times. It was after 4 visits to the gym and many phone calls that they were finally willing to provide this. Despite my numerous attempts to reach out to the owner, I received no response. I find no purpose in discussing an issue with a business who does not value their customers, is unwilling to listen to their customers, and is unwilling to work with their customers. As I was not helped by the business but simply paid the same bill again, the complaint is closed.

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