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:23/11/2023

  Type:Service or Repair 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.

  Gym membership purchased for classes without expiration date.Gym was closed without warning, without notice.Gym is now only open and only responding to sale of their equipment. Consumer has emailed, phone, and sent ******** messages. ******** messages of consumers (and other consumers of related complaint) have not been ignored and deleted.

• Initial Complaint

  Date:04/07/2022

  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.

  In November 2021, I signed up for a 21-day trial, after the very first class the trainer was incredibly pushy to sign up immediately, saying there's a special discount only for that first day. He barely mentioned the different membership options, really pushing for the 1-year contract. Since I was committed to working out and don't reason well under pressure, I agreed to the 1-year contract at $40.95 including taxes per week, which is hefty but I could afford it at the time. I've seen them employ the same tactic on everyone who comes in for a trial, and I've noticed a couple of people being very uncomfortable at having to say they'll think about it over and over while they insist on a sign-up right then and there. Although at the time I was committed to finishing the year, I've since decided to go back to university which will commence in September and will be paying hefty tuition fees, which is a massive blow to my budget and I need to start saving from now. I can no longer afford to pay $40/week for exercise, so I reached out to them and they had zero empathy, saying I can only cancel my membership for medical reasons or moving 40km away from any of their gyms, with proof. I actually am moving to Victoria for school but they won't accept the university confirmation, only a rental agreement which will take me time to get as I have to plan my move and find housing. In the meantime, I'll be paying without attending much, if at all, as I'll be going back and forth and have so much on my plate. Not even an early cancellation fee was offered, simply a flat out "No". I'd really like to cancel my membership immediately and stop wasting much needed money unnecessarily.

  Customer Answer

  Date: 06/07/2022

  Good morning,

   

  Thank you for your feedback.

  I've attached a copy of the contract, unfortunately it does state that it's only cancellable due to medical or relocation reasons. However, I am planning on relocating to Victoria for school, but need time to make all the arrangements as school only starts in September. The money that they're taking until then is extremely needed to pay for my relocation and education. * **** ******* ***** * ***** *** ** **** ***** ** ****** When exercise was my priority and I had no other huge expenses I could manage to maintain the $40/week membership, but now that I need to save up for school fees it's just unreasonable, and their refusal to simply cancel my membership is bad faith and lack of humanity.

  I appreciate you looking into this and understand it may not lead to anything, but if anything can be done I would be extremely relieved.

  Best regards,

  *****