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:09/15/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 requested cancellation of my membership with this location in September 2022 after relocating to an address outside of a radius on a nearby franchise location (per AF policy). I subsequently had to get a new credit card number after noticing unauthorized charges for a third party. I did not hear anything further from this gym until I noticed my Transunion credit score decreased by over 100 points. The owner had pushed my account to a collections company, without contacting me in any fashion. Between the cancellation request with the gym and the unrelated credit card fraud, I was not aware the gym was still trying to collect monthly payments. I did not use any location for the time frame they were attempting to collect--again, because I requested to ********* April of this year, I spoke with the manager about this and they convinced me that if I paid the balance in full, they would ensure that the collection would be removed from my credit report. I paid the amount in full, even though I did not receive any services in exchange--again, I had requested cancellation.Subsequently, I reached out to the manager about this and was told to give it time for the collection to be removed from my credit report. Five months later, it is still on my credit report. Some form of communication by the owner or staff of this gym could have led to a solution much sooner, before inappropriately impacting my credit. The owner, ******* ******, and his staff will lie to get money, despite cancellation requests.The owner needs to follow through with getting the collection removed from my credit report, per what was promised. Otherwise, his practices are dishonest and deceptive.

  Business Response

  Date: 09/16/2024

  Each Anytime Fitness is a privately owned and operated franchise.  After researching the name. this person has not ever had a membership at the location located at ******************************************.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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.

  In 2019 I opened a gym membership at this location. I subsequently sustained an injury and requested my account be closed, however the manager at this location never processed my termination. As a result I continued to incur charges even though I was 1) injured and 2) the gym was closed due to the ******19 pandemic. Now they are trying to collect charges that should not have been filed in the first place had their manager actually processed my termination. They are refusing to take responsibility and have referred it to collections. I would like this record expunged from my credit.

  Business Response

  Date: 07/17/2024

  This member attempted to cancel his 2 year agreement due to "injury".  Unfortunately injury doesn't release the member from his contractual obligations.  We offered the member a freeze while he was recovering with nothing due during the freeze, but the member wasn't satisfied with this option.  After this, the member ceased communicating with our office.  The member fell delinquent shortly thereafter.  After 120 days of attempting to contact the member his account was sent to a collections agency.  At this point, the owner is willing to settle with the member for 50% of the contract amount to remove the account from collections.

  Customer Answer

  Date: 07/17/2024

  I do not accept the terms proposed. I am willing to settle for 10% of the amount reported to collections. Arizona law supports releasing individuals from gym contracts due to injury. Specifically, Arizona Revised Statutes Section 44-6801 mandates that gym contracts must allow cancellation due to a total disability lasting more than six months, verified by a physician. Failure to comply with this could result in legal action. Please reconsider your stance, or we can address this matter in court.
  
  Best regards,  
  ******* **********
  

• Initial Complaint

  Date:05/24/2024

  Type:Product 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.

  REQUEST A REFUND and CANCEL MEMBERSHIP

• Initial Complaint

  Date:11/11/2023

  Type:Product 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 submitted my cancellation on 8/17/23 to the manager Mr. *********************** in person and by email outlining my medical condition.They have refused to cancel my membership despite my medical condition!****************** rwefused to acept my cancellation letter and so I sent him an email on 8/17/23, cancelling my membership.

  Business Response

  Date: 11/13/2023

   

  The reason this cancellation was not honored was because customer has refused to provide the necessary documentation to cancel his contract early.  He is currently in the middle of a 2-year agreement with our club.  He claims he has a medical condition that prevents him from working out.  If you are not permanently disabled, it is the owner's discretion on whether to release the person from the contract.  To verify the request, our owner asks the customer's primary care physician to provide a letter so that we may verify the issue.  Once we have received the letter, it is then the owner's discretion to release the customer from contract.  We still haven't received the letter from *******************  He also stated that he was moving away; further than 25 miles from Anytime Fitness location.  To verify that, our owner asks that the customer provide a utility bill with customer's name and new address for verification.  ****************** emailed in a copy of a deed for a property that does not have his name on it.  Additionally, he emailed in a copy of a utility bill for that property that again, did not have his name on the Bill nor any meter usage.

  When ****************** can provide the documents listed above and also pay his past due amounts to the club, we will happily help with his cancellation.  We have responded to all his correspondence as well.

• Initial Complaint

  Date:09/09/2022

  Type:Order 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.

  On Aug 11th, 2022 I requested information on canceling the group training course I had signed up for, this was due to multiple reasons, including moving and injury. I was told by the regional manager I could cancel but it would cost 50% of the contract price for the group training. For the gym membership I could show proof of moving by providing a utility bill. Initially I chose to make an attempt to continue using the service, as I was not moving until the beginning of the year. Prior to making this decision I told the regional manager I would not have any utility bills as I was moving in with family. After another group training class it became apparent the program was too intense. After speaking with me Dr I then emailed the regional manager again stating I would have to pay the cost of canceling as my Dr felt the program was aggravating my injury. As the manager did not respond to my email, I went through the facility site on my app again requesting cancelation of services. At that time the regional manager did respond stating this was not possible without both a Dr note and proof of moving. I reminded him of his initial response regarding the cost at which time he sent a copy of the contract with the section indicating a customer could only cancel if in good standing, which I am. When I responded with both the contract portion showing the cost was only 25% of the total cost and verifying the portion he had indicated had nothing to do with my situation his next email was condescending and once again changed the terms of canceling. While I understand I signed a contract, extenuating circumstances are requiring me to change the terms of that contract. I am willing to pay the cost of doing this, but continue to be charged for ongoing services instead of being billed the cost indicated and that is all. I do not believe a fitness center as the authority to require a Dr note and nothing in the contract states this would be needed.

• Initial Complaint

  Date:07/04/2022

  Type:Product 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.

  At the beginning of March I had a conversation with the area manager for this location named *********************** (who runs this franchise) to cancel my gym membership with anytime *************************** informed me that they have a 30 day cancellation policy and that I would have to fill out some paperwork to get the process started. I informed him that I had had surgery and would be unable to utilize the gym membership within the 30 days and asked him if he would be able to waive the 30 days and just cancel the membership. **** said that this would be no problem and that he would waive the standard 30 days notice. He sends me over the paperwork via email which I promptly filled out and sent back to him. When the 1st of April rolled around I noticed that he was still pulling money out of my account so I called to try to get this resolved. he assured me over the phone that he would refund my money and make sure that the monthly fees would no longer come out of my account. Low and behold they did not refund my money and when the 1st of the next month came around they were still taking money out of my account. I have now been on the phone with them around 5-6 times and they are still taking money out of my account as of July 1st. I don't even have an active membership in their computer system and they continue to steal money from me and then lie to me about it over the phone. Obviously talking to them is not working and there are 4 months worth of membership fees that they have stolen from me at this point so I would like them to stop stealing my money and refund the money that they have been stealing from me every month.

  Business Response

  Date: 07/05/2022

  Hello, we contacted the member on 07/05/2022 by phone and confirmed to him that his membership was cancelled and that he had in fact been refunded.  Additionally, we discovered that he had been paying for a separate membership, not for himself, and this person had failed to come in to cancel her membership.  We emailed out the cancellation form to this person on 7/5/2022 to resolve.