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Business Profile

Fitness Center

Anytime Fitness

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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.

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  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Answered
    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 August 20th, 2024 i went in person to Anytime Fitness on Q******* Road to cancel my membership. I spoke to an employee, they said everything was good to go, I just had to return the fob. Fast forward to January 2025 I was checking my bank statements and noticed that I had continued being charged despite canceling my membership. I reached out to management and they told me there's no record of me canceling and therefore cannot issue a refund. A few conversations later it was proven that there had in fact been a note of my file wanting to cancel but they said there was no "just cause" for my cancellation. I was not told during my face to face meeting that I needed a "justifiable" reason for cancelling or that the cancellation would not be honored. I also know several people that have successfully cancelled their memberships with the same gym for similar reasons.
    Despite this they are still refusing to refund the over $200 that has been taken from my account and have told me there is no one above the customer service manager that I can talk to. They said its my fault because they reached after my cancellation and I didn't respond. I didn't respond because it felt like they were trying to convince me to return after I had already cancelled.

    Customer Answer

    Date: 04/02/2025

    I do not have an invoice or bill of sale, I only have the contract and the screenshot of membership fees deducted. 

    I do not have a document for the contract I signed, only a link. Can I forward that to someone?

     

    Business Response

    Date: 10/03/2025

     

    To The Better Business Bureau, 

    The individual came in during August to cancel their membership. It would've been made known to the member that the cancellation couldn't be processed at the time given the staff member on duty wasn't authorized to process cancellations. In these cases, both the organization and individual are responsible for following up with each other regarding the inquiry in a timely manner. We acted on this promptly.
    A note was made on the individual's account for August 20th 2024 mentioning that they came in to the facility to cancel their membership because they didn't use the facility due to a lack of motivation; the date of the note was not indicative of the date they came in. In these cases, we offer the two free personal training sessions that members receive upon signing up. If the two free personal training sessions don't motivate the member to utilize their membership, depending on the membership contract, we can proceed with the cancellation terms and conditions. We didn't hear back from the individual regarding the two free personal training sessions after we made numerous attempts to get in contact with them via call, text, and voicemails. At this point, it is the responsibility of the member to reach out to us given our best efforts to communicate with them. 
    The individual reached out to us in January 2025 and mentioned that she wanted a refund as she noticed her account was still active. We contacted upper management as there was no actual proof of her cancellation and thus, we could not issue a refund. We reached out to the individual to inform them of such and left voicemails for them to return our calls. The only option at this point was to cancel their membership instantaneously and free of charge. Upon cancellation, members receive a cancellation email notification. Also, members are able to cancel their membership based on their own reasoning as long as the cancellation process is properly adhered to according to their membership contract. 

    We have included our conversations and notes below to provide further clarity of the situation on our end.


    **** *.;  Note continued from Jan 14 - No note made in member's file in Club Os about date they came in for cancellation. Form of communication was through word of mouth but no specific date mentioned. 1/17/25 @ 09:10 PM
    **** *.;  Hi S****! S*** here from Anytime Fitness. You may call ABC Financial at ************* regarding your account. Thank you! 1/16/25 @ 02:33 PM
    **** *.;  Text - Left Message - Hi S****! S*** here from Anytime Fitness. You may call ABC Financial at 1888-827-9262 regarding your account. Thank you! 1/16/25 @ 02:33 PM
    **** *.;  Hi S****. S*** here from Anytime Fitness! Thank you for your reply. I'll follow up with management tomorrow regarding your request and update accordingly. Have a good evening! 1/14/25 @ 06:19 PM
    **** **;  Text - Left Message - Hi S****. S*** here from Anytime Fitness! Thank you for your reply. I'll follow up with management tomorrow regarding your request and update accordingly. Have a good evening! 1/14/25 @ 06:19 PM
    ***** *.;  Well, there is a reason I cancelled so unlimited access to the gym isn't really going to work for me so I would like to explore the option of a refund 1/14/25 @ 03:25 PM
    **** *.;  Hi S****. S*** here from Anytime Fitness. Thank you for letting us know. We have cancelled your membership. We collect 2 bi-weekly payments for membership cancellation which would've been Aug. 23 and Sept. 6. We can grant you unlimited gym access until mid May. I apologize for the inconvenience caused. 1/14/25 @ 02:49 PM
    **** *.;  Text - Left Message - Hi S****. S*** here from Anytime Fitness. Thank you for letting us know. We have cancelled your membership. We collect 2 bi-weekly payments for membership cancellation which would've been Aug. 23 and Sept. 6. We can grant you unlimited gym access until mid May. I apologize for the inconvenience caused. 1/14/25 @ 02:49 PM
    **** **;  Cancellation for August 2024 Note - Based on my 8/20/24 note, I was not on duty when the individual came in to cancel but I was informed about it by my colleague who did not have access to cancel in ABC. I did not cancel the membership because I saw she still had her 2 free consultations to use. Instead, I called and messaged her to see if she would like to use them before she was set on cancelling her membership. I followed up but I did not hear back. 1/14/25 @ 02:34 PM
    ***** *.;  Okay great. Thank you 1/13/25 @ 05:02 Pm
    ***** *.;  Member Follow-Up #2, Outcome: Text - Left Message - Not Specified - Hi S**** I wanted to reach out to see how things are going and if you want I can book your free Fitness Consultation with S*** and we can get you back on track. Call us *** *** **** or come on in. We are here for you. 10/1/24 @ 10:29 AM
    **** *.;  Hey S****! It's S*** from Anytime Fitness. Just checking in to see how you're making out with your fitness journey. You still have your free fitness consult and personal training session included in your membership. Our trainers are free this week to help you and provide the motivation you need! When are you free? 8/20/24 @ 06:57 PM
    **** *.;  Text - Left Message - Hey S****! It's S*** from Anytime Fitness. Just checking in to see how you're making out with your fitness journey. You still have your free fitness consult and personal training session included in your membership. Our trainers are free this week to help you and provide the motivation you need! When are you free? 8/20/24 @ 06:57 PM
    **** **;  Call - Left Message - apparently this individual came in wanting to cancel because they are not feeling motivated. based on this, I called to let them know they still have their free fitness consultation and personal training session to use in hopes this can help them get back to it. 8/20/24 @ 06:57PM

Anytime Fitness is NOT a BBB Accredited Business.

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