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:11/13/2023

  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 joined the I Love Kickboxing studio in **********, ** on Jul 1, 2023 as part of their 6-week kickboxing challenge. After the challenge was completed on Aug 12, 2023, I inquired about a monthly membership at the studio. Their manager, *******, informed me that they did not have a monthly membership but rather it was a $36/week weekly membership. I told her to please convert my membership to a weekly one so I could join full time. On Aug 22, 2023 I injured myself at their studio during a workout and as a result i could not walk for 10 days. Because of this, I asked ******* to put my membership on hold for 30 days. After the 30 days, I did still not feel better so I requested an additional hold of 30 days. My injury had not resolved so I had to travel overseas for treatment. Because of this, I requested that my membership be cancelled as I could not continue kickboxing. I was informed my ******* that there would be a $195 cancellation fee. This was disappointing and surprising because I was not informed of the cancellation fee when I signed up. I requested a waiver of the cancellation fee for my membership as I was injured at their ************* am unable to continue working out. I was not informed of a cancellation fee when I signed up, and it would be unfair to charge me under these circumstances. In addition, I was planning to move out of ********** in the spring or **** to pursue my post graduate studies so I would not have agreed to join the gym if I had known about the fee. A $195 cancellation fee is extremely excessive and unheard of & is a major disincentive for people to stay at the gym. I should not be penalized for cancelling my memberships due to an injury at their studio. I have tried to resolve this issue amicably through them, but to no avail. I am only requesting a refund for the $195 cancellation fee which makes no sense as it is more expensive than the gym membership itself, It is ridiculous and unfair.

  Business Response

  Date: 11/24/2023

  Hello,
  
  **** initially came into our studio for a consultation about our 6 Week Challenge. During the consultation, she did inquire about our membership pricing if she were to continue with us after the 6 Week Challenge. I, ******* visually showed her our membership and verbally informed her of what the price was and what it all entailed. At the bottom of our flier it shows the membership is a 12 month commitment, 30 day notice is required and there is a cancellation fee of $195. **** decided to go through with the challenge and with this challenge, the individual receives three weigh-ins. After the second weigh in she had the option to convert her full deposit from the challenge over to a membership. At this point, this was the second time informing her of what the price of the membership is and the terms.
  
  After converting over to the membership, at the end of August she reached out stating that she injured her back and was likely going to be out for a while. I placed her account on a 30 day hold upon her request. **** reached out a second time I quote, I wont be able to rejoin KB this month and Ill actually be traveling overseas for a couple days of weeks. Could we please pause my membership? I will try to join as soon as I get back. Thanks so much! Again, I placed her membership on hold and on October 29th she reached out via email asking to cancel her membership per her doctors recommendation. I informed **** that I can do that but there will be a cancellation fee in the amount of $195 because she did choose to convert from the 6 week challenge to a weekly payment, year commitment membership. With the cancellation notice this is a 30 day notification meaning she would have 4 remaining payments before the membership ended indefinitely. So **** should have been charged 4 more times in the amount of $36 for each week plus the fee to cancel the membership. Given her situation I chose to exempt her from the last 4 payments and only charge the cancellation fee. I do feel this was a fair compromise for her and at this point exempting her from those last payments seems sufficient.