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:24/05/2023

  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 previously had a month to month membership with this gym. Sometime in 2019, I froze my membership, which meant I would pay a $9/month fee to maintain my membership fee when I was ready to start the membership up again. When Covid lockdowns happened, the gym stopped charging the frozen membership fee. Eventually, the fee was started up again. When I saw my first charge, I remembered the fee and contacted the gym to switch from freezing my membership to canceling my membership. After this, I didn’t see a charge to my card anymore. On May 16, 2023, I noticed a charge of $144 on my credit card from the gym. I contacted the gym to inquire why I was charged this amount when I hadn’t been to the gym since pre-covid. The gym claimed that it was accumulated frozen fees because my credit card had expired. My concerns are the following: I know I canceled my membership and saw the fees stopped being charged. Over the period of time, my card did expire. I did not update the gym, and I did not authorize this charge. When I contacted the gym for help they lacked customer service and professionalism

  Business Response

  Date: 29/05/2023

  **** ******,

  This person did not cancel their services in accordance with their membership terms as emailed to them and displayed on site when buying a membership.

  Our supervisor (*****) asked for a few days to resolve this but the complainant chose instead to post a series of ****** ******* the next day attacking our ethics.  Regardless of this we tried to reach the husband and wife to see how we can help.   We have log files of the calls attempted.   It turns out the complainant did not include her correct phone number so we could not reach her.  

  While we were trying to reach them the complainant chose to leave defamatory review information.  The owner(me) left a review comment within an hour of their review inviting them to email me directly.  They chose not to. 

  They review also said something defamatory about scamming their credit card but that was ****** who updated the card info automatically on their behalf.  This is not our doing.  If they do not like ******* policies they must contact ****** directly.  We  cannot magically get a new credit card number. 

  This complainant has caused a lot of lost time by not adhering to their contract, not providing a correct phone number and then escalating it.