Complaints

This profile includes complaints for The Wellbridge Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Wellbridge Company has 24 locations, listed below.

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  The Wellbridge Company

  1601 Wewatta St. Denver, CO 80202

• 

  The Wellbridge Company

  5555 DTC Parkway Greenwood Village, CO 80111

• 

  The Wellbridge Company

  4100 Prospect Ave NE Albuquerque, NM 87110-3818

• 

  New Mexico Sports & Wellness - Riverpoint

  9190 Coors Blvd NW Albuquerque, NM 87120-3100

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  The Wellbridge Company

  900 S Harbour Island Blvd Tampa, FL 33602-5710

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:12/08/2022

  Type:Order 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.

  Signed up for a month to month agreement with the Colorado Athletic club by Union Station ******, **. The employee that signed me up reassured me there was a two week trail period. After that it was $120 a month on a month to month contract. After one month at the gym I tried to cancel. When speaking to manager she/he informed me I was in a 3 month contract and that I couldn't cancel. She/he then showed me the contact that states MONTH TO MONTH in bold. and my top receipt in bold stating MONTH TO MONTH. However, in some small print under section MONTH TO MONTH stating a 3 month contract. Very deceiving especially when no employee wanted to bring it up when signing up. After speaking with WellBridge corporate office and explaining that what happened, that this gym is too far, and wont be using this gym at all. They wont provide any kind of help. I shouldn't have to look into how I may get tricked into a contract when sighing up a for a gym. All I want is my month to month contract be month to month. Please allow me to go to gym of my choice.

  Business Response

  Date: 12/09/2022

  We have attached a copy of the signed membership outlining all the terms and conditions. ****************** signed the agreement and therefore promised to abide by all the terms and conditions contained in the agreement. We also highlighted the area at the bottom of the agreement stating no verbal agreement. The membership is set to stop at the end of January per his request to cancel made on 12-8-22.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18544071
  
  I am rejecting this response because: the employee that helped me get signed up never went over this contract with me. Its clearly a way to throw something in fine print when the above stated agreements says month to month. I dont see my signature on this contact. Signed electronically isnt my signature. If I would have known about a 3 month contract I never would have signed up. 

  This gym isnt the gym I want to go to. I simply want the freedom to choose the gym I want to go to. Not be forced.

  
  Sincerely,
  
  Clayton ******

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair 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.

  Our son was attending the Camp Blast at their ********** location in ***********, **. The camp was run by teenagers who were irresponsible and should not have been overseeing children. Our son "lost" 2 pairs of shoes, clothes, towels, and goggles while attending this "camp". On the last day that he attended, when I picked him up he was only in swim trunks. No one had any idea where his clothes were. One of the teenage counselors was carrying another child around by the ankles. When I got home last Tuesday, I emailed to cancel our son's participation in this camp. I was assured that it had been taken care and it hasn't.

  Business Response

  Date: 07/26/2022

  We need to know the son's name to look this up and research.

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17622334
  
  I am rejecting this response because: my child's name is ********************;
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/29/2022

  Our records indicate that a check refund for ********************* (*******) in the amount of $231.93 was mailed on or about 7-6-22.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17622334
  
  I am rejecting this response because: That reimbursement was for the week **** was out with COVID that he caught at your camp. I would like someone to contact me directly ********** as your regional manager refuses to call. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/29/2022

   

  Below is e-mail communication from the Regional Director of Sports & Wellness. Also attached is camp policies.

  Mark,
  I am the Regional Director for Sports & Wellness. I have thoroughly reviewed the entire situation and related communications. I understand your frustration.
  Here is the conclusion: 
  I have confirmed that you have been released from the final two weeks of camp and will not be charged for those two weeks.
  You were charged for last week
  You elected to not send you child to camp.
  I will make sure you are credited for those three days ($139 including tax)
  Please be aware that this is an exception.  We do not refund for days where parents do not send their child to camp.
   This amount will be credited to your account and will be credited towards membership dues in August.
  It is the quickest way to get you your money as refunds take weeks to hit your account (that is the bank- not us)
  This also helps us circumvent the no refund policy associated with past weeks of camp.
  Though I understand that calling the ****** office seems like a reasonable direction to go when not achieving the results you are looking for, however, you are interacting with staff accountants who have no say in the matter.  That communication simply gets re-routed back to us.  The final decision resides with me in this instance and I believe the refund exception described above is fair given the circumstances.
  
  I am sorry the camp did not work out for your son.

  We consider this matter closed.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17622334
  
  I am rejecting this response because: we do not have a "membership" for you to credit. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/02/2022

  Based on all documentation at the facility, our previous response will be considered closing this matter.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17622334
  
  I am rejecting this response because: we do not have an account with their gym to credit. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/12/2022

  The account for ********************* (NMSW - *******) has been closed.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17622334
  
  I am rejecting this response because: the issue remains unresolved.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2022

  A check refund was processed on 8-5-22 for $231.66. The regional Director of Sports & Wellness stated that is all that could be done. If **************** wishes to discuss the matter further he can contact ********** at ************.

  Customer Answer

  Date: 11/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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.

  Dates that ******* Womens Jacuzzi has not been working: 4/18/22-7/18/22 (present Monthly dues paid for services not rendered: $146.00 Womens Jacuzzi is part of the *********** membership, but the jacuzzi has not been functional since 4/18/22. On 4/17/22, the womens jacuzzi was in perfect working order: clean, hot (right Temperature) and perfectly functioning jets. On 4/18/22, after having a massage, the jacuzzi was taped off, for repairs. On Tuesday, 4/19/22, I called the club to find out working status, and was informed by Assistant ******** *** who checked with the ***************** who said that the jacuzzi was not in repair mode, so the yellow tape could be removed. Later in the week, I visited the club but there were jet pieces sitting on the jacuzzi ledge and the jets were not functioning. Then I informed that the jets needed to be replaced and had to be ordered. Concurrently, water was leaking into the underground parking, so the jacuzzi was drained to help find the leakages. Then refilled, then checked again for leakages. This research occurred over a period of weeks. The I spoke with ******* GM, in May, who said that the investigation has been lengthy because they keep finding new leaks. He said to be patient and let the experts find the source of leaks. I requested credit for my monthly fees and was told that he couldnt offer that, and that they were doing members a courtesy by allowing them to use one of the other clubs. I already pay for the Passport membership that includes usage of multiple clubs. This is no courtesy to me, since ******* is my preferred location. I want the jacuzzi fixed.On 7/14/22, Rich wrote:****,I received your message and I apologize (again). They were working on the jets and did not have the right couplings. We are working on this as quick as we can but I cannot promise a completion date. If you would like to put your membership on hold I will accommodate you at no charge...Member ID; ******

  Business Response

  Date: 07/20/2022

  We met with **** and emailed her personally with updates on June 27, July 5 and July 15.  *************************** (general Manager of the Facility) spoke with her on July 2nd regarding our efforts to repair the Jacuzzi. We have hired plumbing experts to locate the leaks and have repaired 90% of them. However, we are still not able to turn on the Jacuzzi jets until all the leaks are repaired.   The Jacuzzi is working but with no jets.  We are bringing in other specialists to locate and repair the final leaks this week.  But there is no definitive date for completion.  Let me know if you have further questions.

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17589475
  
  I am rejecting this response because:

   

  1.  Wellbridge offers no date when the jacuzzi will be fully functioning.  Its been 3 months and still no ETA.

  2.  Wellbridge offers no credit for membership dues during the outage.

   

  Therefore, this complaint has not been resolved.

   

  Sincerely,

  ***********************

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

  Business Response

  Date: 07/26/2022

  We cannot offer an ETA because we have no idea from the plumber when the parts will arrive. We also offered a 90 minute free massage as some sort of compensation. The jacuzzi is not the only item at the facility that can be accessed and used.

  Customer Answer

  Date: 08/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The timing of the Business's response seems off.  On 7/25/22, *********************** notified me that the jacuzzi in in working order, which I confirmed the evening of 7/25/22.
  

  Also, Rich is correct that he offered a 90-minute free massage, which I have yet to use.

  Based on this information, we can consider this complaint against the Wellbridge-CAC company to be closed.

  Thank you so much for your assistance to quickly resolve this matter.  I opened the complaint on 7/18/22, and the issue was resolved on 7/25/22-one week's time!
  

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