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:04/29/2025

  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 originally signed up for a founding membership before ***** opened. The week before they officially opened, I was called/texted to schedule my free new member appointment. I called back and said that I would be moving, so I did not want a membership anymore. They told me it was too late because they needed 30 days, and they were going to open the next week. I was told that I would be changed for the first month, but I would be canceled going forward.I then called back a few weeks later to confirm that I had been canceled. They said that I needed to fill out a form, and I did that the next week. However, 4 weeks prior, I was told on the phone that I had been canceled. Much before 30 days.The membership I had been changed for was a 4-time package. While explaining that I was moving away, they informed me that I would still be able to use those 4 credits whenever I came back. I have since been charged a second month. I am now being told that the first told my first conversation never happened. In addition, I am being told that because I didn't use my 4 sessions in the first month, since I moved further away, I have lost the credits i paid for.I called this business 6 times and asked to speak with the manager numerous times, and was told I would get a call back. I have not heard back, and I do not know what else to do.

  Business Response

  Date: 05/05/2025

  Complainant: ***** ******
  Date:5/5/25
  To: Better Business Bureau
  
  Thank you for the opportunity to respond to the complaint submitted by Ms. ***** ******

  Upon review of her account, we would like to provide the following clarification regarding her membership and the disputed charge:
  

  Signed Membership Agreement & *****************************start="662" data-end="665"> Ms. ****** enrolled in our program and signed a membership agreement that clearly outlined a 30-day written cancellation policy. This agreement was acknowledged and accepted at the time of signup.
  

  Service ***************start="887" data-end="890"> During the billing period in question, Ms. ****** actively participated in the program and used 3 out of the 4 sessions included in her monthly membership. This demonstrates that she received significant value from the services provided.
  

  Disputed Charge & ********************start="1168" data-end="1171"> **************** later disputed a membership charge, our records confirm that she had not submitted a written cancellation prior to the charge date, and the charge was processed in accordance with the 30-day notice policy she agreed to. However, as a courtesy and in good faith, we issued a refund for the disputed amount through the disputed charge.
  

  Final *****************start="1519" data-end="1522"> Ms. ****** ultimately only paid for the 4 sessions of which she attended 3. No additional charges remain, and her account has been fully terminated.

  
  We believe this matter has been resolved fairly and in full compliance with our clearly stated policies. We respectfully request that this case be closed in favor of the business.

  
  Please let us know if any further documentation is needed.