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:08/26/2022

  Type:Order 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.

  I canceled my membership as per instructed by *************** and Fitness. It was only after canceling that I was informed that I needed to contact ASF to stop my monthly payment, and only after contacting ASF that I was told I was required to give 30 days notice in writing. This information was never given upon signing for the membership. An audit of *************** and Fitness in ***********************************, would no doubt show many who have been lied to and harrassed by ASF for additional payments. I asked ******* repeatedly about their cancelation policy before signing and was told every time that only a few days notice before a next payment was all that was required to give to cancel. When I went into Phienix to cancel I was told that they would inform ASF to stop payments immediately and I need only contact ASF to confirm. ASF needs to be contacted to ensure I am not being charged dues when I followed the cancelation policy given by the gym I signed a membership with, *************** and Fitness. ASF also needs to be informed that they need to contact ******* to update them on ASF's policies so ******* can decide whether to continue using them or cancel based on ***'s ridiculous policy. Work situations change suddenly in ********************. Most will never sign for a membership needing 30 days written notice to cancel, including myself.

  Business Response

  Date: 08/29/2022

  For account #******* for ************** with *****************************, this is a month to month account with terms and conditions on a signed agreement that they will provide a 30-day notice to cancel the account. ASF is a 3rd party billing company that has authorization to assist some clubs/schools/solons with cancellations. However, ASF is bound by the terms and conditions written in the agreement and cannot waiver from them.

  The first email ASF received about cancelling was on 7/24/2022. Any dues, add-ons, or fees owed within 30-days of this date would be required to be paid in order to successfully cancel the account. The dues on 8/2/2022 of $66.15 were within this 30-day period; 7/24/2022-8/23/2022. 

  This payment was made and the account is cancelled as of today, 8/29/2022, just before the next due date of 9/2/2022. This account is not legally owed any refunds nor could it be cancelled prior to today.

  Customer Answer

  Date: 08/29/2022

   
  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.

   

  As stated in my initial email, not only was the in writing *********************************************************************************** multiple times that only a few days notice before the next payment was needed. Companies that are 100% lying to their customers need to be held accountable and what customers are told honoured. 
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:07/22/2022

  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.

  I signed my son up for karate classes through black belt karate, they use asf solutions for payments, the agreement was for them to take payments every Friday for the class, the very first month they breached this contract by taking payments every other day, then started taking out payments once every Friday, except at least once a month they state they they are unable to take a payment and issue me a fee for this except I have more then enough money to cover this Ive talked with my bank and they have stated that asf has not attempted payments on the occasions that they say I dont have sufficient funds, so now I have to check the account every Friday to verify they indeed Have attempted to take the money last Friday 7/15/22 they did not attempt to take my weekly payment and charged me an nsf fee I then attempted with the same info stored on my account on 07/15/2022 to make a payment and it went through so it is indeed their system that is incorrectly stating that I did not have the funds available, when I emailed them about it they did not respond then today 07/22/2022 they took out the amount for the fee from my bank account which I did not authorize I emailed them and told them I will be telling my bank that this is an unauthorized charge they finally emailed back threatening me stating I would not get my money back and freezing my account if I do this

  Business Response

  Date: 07/25/2022

  For account #******* for *************************** with ************************, there is no indication that ASF or the school has attempted to draft this account every other day, as noted. ASF attempts to draft this account every Friday and, yes, once each of the last 3 months on 5/6/2022, 6/3/2022, and 7/15/2022 the members financial institute rejected ASF's request for funds; citing insufficient funds. ASF does not reject payments, the financial institutes do. If the member does not want the additional fee of rejecting a payment, they need to ensure funds are available at the date and time we attempt to draft.

  In addition, we will not refund the additional fee in the future, we refunded one of them in June as a courtesy. We will also not stand for the vulgarness and rudeness from this member. The last email they sent to ASF is as follows:

  "Its not my bank that is having the issues its your pos system that is having the issues I go in every Friday to check last Friday I seen your piece of s*** system tried stealing my f****** money so I made a payment with the same f****** account and guess what you dumb f****** piece of s*** it went through quit trying to blame your ******** on my end even my bank has agreed that your piece of s*** system is the one at fault give me the $25 dollars back or Ill will issue a charge back f*** off with your ******** threats about putting my account in protest because I dont give a s*** I had plenty of funds to cover the ***** I went in and paid the ***** how about this turn off the f****** auto pay so I can go in every Friday and just pay it myself because as is with your piece
  of s*** system I have to anyway, I dont want a refund I want my f****** money back that you f****** stole,"

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17613395
  
  I am rejecting this response because:
  I attached said photo of there being funds available, if the company would like my money the. Yes they most attempt to take it I used the same bank to make a payment as the auto payment there is plenty money available and yes there is records on your own website payments were taken on 10/13/21 10/14/21 10/19/21 10/20/21 10/21/21 10/22/21 10/25/21 and 10/29/21 all of which only 2 were Fridays 10/22/21 and 10/29/21 so please refrain from lying refund my money that you incorrectly took from my account and refrain from incorrectly taking my money in the future 

   

  evidence are previous attachment and new attachments showing you have indeed taken money from my account outside of what is in the contract 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/01/2022

  Due to the member's complete disregard for decency and their vulgar replies to emails sent to ASF staff, ASF will no longer be assisting this member. If they need assistance with any account issues, they need to have their club address them. ASF is contracted by the club to draft their members recurring charges and we will not assist members that cannot be decent in their interactions with our team. The cub has been CC'd on all correspondence with this member and they will make decisions for this member's billing moving forward.

• Initial Complaint

  Date:07/21/2022

  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 had a gym membership at ******************* which I canceled in 2021 when I relocated from ******* to **************. I spoke with the employee at muscle city and asked them if I needed to pay anything to close of membership or if I needed to submit anything. He said no and that my account had been paid in full. The payment processing company ASF then started charging my account over half a year later claiming my account wasnt canceled, despite me canceling it and not being charged for over 6 months since the account was closed. They are now refusing to close my account and are continuing to charge me. *************************** (ASF Payment Solutions) will not be reasonable and cancel my payments. I am asking that you please intervene so that I am no longer charged. Thank you so much!

  Business Response

  Date: 07/22/2022

  For account #******* in the name of *********************************, the original contract was for 12 monthly payments of $40.00 from 2/17/2020 through 2/17/2021. In this signed contract, there is a renewal clause that states the account will roll-over to a month to month account for $40.00 per month starting on 2/17/2021 and in order to cancel this roll-over the member must provide a 30-day notice or stop the roll-over prior to 2/16/2021; all stated in the members signed contract. There are no notes from the member requesting to cancel the account or to stop the roll-over. 

  This account is currently past due for the 7/17/2022 dues of $40.00 and a returned item fee of $29.00 for the rejected attempt of the 7/17/2022 dues, total due today is $69.00. The account will be assessed a late fee on 7/28/2022 of $9.00 if this amount not paid by 7/27/2022.

  Since this account is now a month to month account, the member may submit a written request to cancel the account to ***************************************** They will need to provide their full name, account #, and a statement saying they would like to cancel. There is a contractual 30-day notice to cancel the account, so the 8/17/2022 dues of $40.00 will be owed as well. Failure to pay the current past due amount of $69.00 plus the August dues of $40.00 will negate the cancellation and the account will continue to accrue dues and fees. If the account is not paid for up to ****** days, the account will be subject to 3rd party collections, should the club decide to pursue this course of action.

  The member can make a payment by calling **************, sending a payment to ********************************************************************************, or by accessing their account online at www.myasfaccount.com.

  Considering the member has asked to not be contacted by ASF in the future, we have removed this functionality. Please take note, that this does not negate the fact that these charges are legally owed, this simply means that the member will no longer receive notices from ASF as to what dues and fees are owed and when.