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:05/24/2023

  Type:Billing 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.

  On 12/25/20 I sent an email to [email protected], requesting a gym membership cancellation. L**** (gym owner) responded stating that A****** ******* (my Fiancé) "is the responsible party on this account so he will have to contact us directly". He called, emailed and when KO Gym was moved to Underground Performance Gym we attempted again to cancel the membership all together but we kept receiving a "you have to come in person to cancel". August 2022 A****** ******* went in person to cancel the gym membership since we are Active Duty Military and I have orders to Gulfport, MS. he signed a cancellation agreement in person, the membership is cancelled in September due to the 30 day notice. Now it is present day and we have been charged every month for the membership. When I called the gym owner, L**** he told me A****** had to send in a written letter cancelling my membership and that he should have stated he was cancelling both memberships the day he went in. This is not the first time this has happened, There are several other people having gone through the same issue as us. That when it comes time to cancel the membership, L**** finds a loophole and makes it near impossible to completely cancel. I have emails, phone recordings and screenshots of other Google and Yelp reviews with the same issue.

  Business Response

  Date: 05/25/2023

  A****** ******* turned in a cancellation letter on 8/1/2022 cancelling his own membership. The letter does not mention Veronica. Veronica contacted me stating she wanted to cancell her membership. I explained to her that A****** ******* is the responsible party on this membership since he is the one who signed the membership agreement and he is the one paying for it. I have emailed A****** multiple times telling him to turn in a cancellation letter in order to cancell Veronica's membership. To this day he has not replied.

  Best regards,

   

  L**** *******

  KOGYM LLC

  (805) 419-0009

  Customer Answer

  Date: 05/25/2023

  
  
  
  
  I am rejecting this response because:

  this gym owner has a frequent history of making it difficult to cancel a membership. In my previous attachments, from previous members of KO gym/underground performance gym they had the same issue. If I could not cancel my membership, A****** had to be the one why was this not brought up at the time he went in person to cancel. It is the principle of the matter.

  
  
  
  
  Regards,
  
  
  
  V******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/25/2023

  Veronica is not the responsible party on this account therefore she cannot cancel or alter the account in anyway. Only Antony can do that and so far we have been unable to contact him and he has not contacted us. As far as him coming in person to cancel the account we have no record of that. We only have a cancellation letter from him regarding his account and states nothing about any other account. If A****** wants to resolve this issue he needs to contact us himself directly. I have already provided you with the supporting documentation. Our cancellation policy is very simple and straight forward and is in accordance with California Statte Law. We are not responsible for some individuals inablity to follow simple insturctions.

  Customer Answer

  Date: 05/26/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20101759, I have mailed in the cancellation via certified mail on 26 MAY 2023. This is for official records if there is to be any issues with the gym membership in regards to Underground Performance Gym formally known as KO gym in the future. 
  
  
  
  Regards,
  
  
  
  V******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/15/2022

  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 have been trying to cancel/end this gyms membership since it was supposed to end on MARCH 17, 2022. I have sent multiple emails reaching out to get a response and nothing has happened. I had called the owner of the gym and when the owner finally answered he had said he could not do anything at the time.
  They have been taking monthly payments of $39 and with one (1) payment of $103.
  My issue is I do not live in California and have no desire on returning to want to keep this one gyms membership. I have been reaching out often to cancel, but there has been no attempt to respond and settle this issue.

  Business Response

  Date: 08/17/2022

  A**** ******* Singed up for a one year membership on 3/17/2021. He paid his enrollement fee and first and last months dues when he signed up. The following month the credit card he put on file declined and has continued to decline ever since then. Club Systems billing company has been calling him several times a week trying to resolve this since it first began. I spoke with Andrea today and he said he didn't know he had singed up for a membership. He said he thought he was only paying for his sisters account.

  Attached are copies of his signed membership agreement and transaction history. 

   

  Best regards,

   

  L**** *******

  KOGYM LLC

  ###-###-####

  Customer Answer

  Date: 08/19/2022

  
  
  
  
  I am rejecting this response because: When on the phone conversing with the owner, I wasn’t given much of an opportunity to talk to find out exactly why things went wrong. What was failed to be mentioned is that I had sent my bank account info and signed over my checking account for monthly payments to be taken out to cover the dues until the 1-year membership had ended in March, 2022. Why is money being removed from my bank account, paying for a membership that should have been canceled, and why wouldn’t my bank account pay for accounts under my name? Poor decision by myself to have trusted this owner with my bank information and awful customer service by the owner to have little understanding of how to handle an individuals request to make sure the payments were set up properly so issues like this don’t arise. I know the owner didn’t address that money is still being withdrawn from my account and not going towards the membership that I have been trying to pay off.
  
  
  
  Regards,
  
  
  
  A**** ******