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:02/27/2024

  Type:Order 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.

  10 Fitness is not clean and has shady business practices.
  
  I signed up for a membership to take the group fitness classes they offer, including yoga and Pilates. After several months of enjoying these classes, Management decided that they needed to fire their group fitness instructors to focus on the 10Fitness branded group classes. They gave the instructors very little notice and they gave me and all the other gym members zero notice that the services we had signed up for were going to be canceled.
  
  I no longer had a reason to come to this gym, since they removed the classes I was paying to attend. So they told me that I would have to cancel my membership, but because I had not completed the term of the contract, I would need to pay a cancellation fee. So in the end, they directed me to their corporate number. Corporate directed me to call the gym. The gym directed me to call another number and so forth. They created a nonsensical bureaucratic process in the hopes that I just give up and pay the fee, allowing them to charge me for breaching a contract that they themselves breached.
  
  The space is not clean, the group class areas are full of hair and debris, and there is mold on the ceiling. The bathrooms range from tolerable to disgusting, depending on the day.
  
  A simple "Thank you for being a member. We're sorry we are taking away the services you signed up for. We would love for you to stay, but if you want to cancel your membership, there won't be any cancellation fee." would have sufficed

  Business Response

  Date: 02/29/2024

  10 Fitness would like to apologize again for this member not
  initially being given the available options for members who are upset about the
  discontinuation of many of our Group Exercise classes. For clarification, at no
  point was this member told that they “had” to cancel; 10 Fitness staff do not
  force cancellation on members. If a decision is made by 10 Fitness that a
  member should no longer attend our facilities, that member is banned.
  Our Group Exercise classes are an amenity provided at some
  (not all) locations with certain membership levels or purchase of Personal
  Training. The two membership types that offer access to our Group Exercise classes,
  Premium and Level 10 memberships, also offer access to all locations. It is not
  a “breach of contract” for an amenity to be unavailable at a member’s club of
  choice.
  It was explained to this member that they would need to go
  in to their club location and pay an early termination fee if they wished to
  cancel, due to being within a 12-month commitment; this is a stipulation noted in
  our member agreement. After speaking with our Member Services Department, as
  well as location staff, this member called the corporate office and requested a
  call back. Upon returning their call, the Corporate Office Manager apologized
  on behalf of our staff for not being given all the available options for
  cancellation, then tried to explain those options. This member was uninterested
  in hearing the available options. 
  Instead, they insisted that they were cancelling, that 10 Fitness is in
  breach of contract, and that they were taking 10 Fitness to court. During this
  call, the member became angry and hung up on the Office Manager after she asked
  for the spelling of his last name in order to look up his membership account to
  see if he fell within our guidelines to have his early termination fee waived.
  When this member attempted to contact our Corporate Office Manager
  again, she was unavailable to take his call and it was rerouted. Our phone
  system is designed to route calls until answered, as our Member Services Department
  is staffed 24/7. 10 Fitness understands this frustration and would like to
  apologize if the member felt that he was intentionally given “the run-around.”  Leadership has since conducted additional
  training with our Member Services staff so that a message will be taken rather
  than attempting transfer multiple times when a particular staff member is
  unavailable for a call. 

  Customer Answer

  Date: 03/04/2024

  
  
  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,
  
  
  
  ****** ***********