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:09/06/2023

  Type:Customer Service 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 am on a freeze and am still being charged the $149 for the monthly fee. When I called to ask, they said I have to fill out another freeze form which I filled one out already for August and September. I did this at the ****************** location. They wont refund my money so I have to go to my bank and go that route. This is absolutely ridiculous that this is the second time and nothing is being done about it.

  Business Response

  Date: 09/09/2023

  Our records show that you did request to freeze, the request to FREEZE that you asked for and wrote on was through 9/10/23, which puts ** right on schedule. I am happy to send you a copy of your freeze request that was submitted on 7/6 and approved on 7/19. If you would like to continue with a freeze or cancel your membership, please come in and fill out the appropriate paperwork.

• Initial Complaint

  Date:07/20/2023

  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.

  This place makes it almost impossible to cancel. I have also made multiple attempts to speak to a manager but only get to speak to a trainer. I was charged $150 when my account was on a freeze and I cant get any info on cancelling. They told me I wont be getting my money back even though I explained the entire situation and am not the one at fault here. When I try to go to the gym during their scheduled hours, they are closed so its impossible to talk to anyone.

  Business Response

  Date: 07/25/2023

  *******, was made aware of cancel/freeze procedures when she signed up for agreement. ******* is also in a 6 month agreement that she has not fulfilled. We have already honored a FREEZE request on her account, when she properly filled out the needed paperwork- making her aware of the guidelines, again.. *******'s account has been placed on freeze in accordance with our guidelines. The refund is invalid as requested, her membership is valid when her freeze is ** in one months time.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20349788
  
  I am rejecting this response because:
  

  I was told that I was not going to be charged because I was freezing my account until September or October. How is it my fault that when I show up to sign a freeze form, they arent open during scheduled hours. If I cant get my refund then they can go ahead and cancel my membership. Someone at 9ROUND told me they werent going to charge my card

  
  Sincerely,
  
  *****************************