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:07/18/2024

  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.

  The air conditioning has been out in the West racquetball court for over a month and the temperatures have been well over 100 degrees in the past weeks. The East court, the AC has been out for nearly 9 months or more. The club has also put up some blue tarps which restrict any airflow into the courts. It would not be an issue if the AC worked, however the AC does not work so it becomes a sweat shop in/on the courts. We've asked them to remove the blue tarps to allow air into the courts, their answer is no. We've asked to fix the AC their answer is, it's the best it's going to get. We then were notified to quit complaining by Shawn or else he would close the courts down until late fall when it's cooler. We used to get condensation drops onto the West court which told us the AC was working (safety hazard) but we no longer get those condensation drops. We pay for a service at this club and we are not getting what we pay for, we try to open a door for more air to circulate into the racquetball area, but then are harshly condemned for opening the door to get some sort of circulation towards the courts. I'm afraid to if you mention my name this shawn guy will retaliate and cancel my membership! He is a big jerk and doesn't treat people well at all. Please refrain from using my name. thanks

  Business Response

  Date: 07/19/2024

  We have taken every measure we can to work with the heatwave of the last few weeks. The tarps that are mentioned have been up for 3 years to deaden the sounds of racquetball so we can hear in the rest of the club. This is a private club and if the heat is too much you are not required to play.

  Mr. Ramirez has been agressive with staff including management. Due to this behavior we have told them if they keep being agressive we would ask them to leave and shut down racquetball. 

  It doesnt make any sense for us to continue with racquetball if they are not happy with the conditions when it is already a very small piece of our offerings. We can convert these into something that will make more profitability.

  Mr. Ramirez has made it clear that he does not value our club and we will decide what actions to take next with the future of racquetball.

   

  Customer Answer

  Date: 07/19/2024

  Complaint: 22009406
  
  I am rejecting this response because:

  1. He did not address the issue of the repair of the air conditioner for either court. Give an update on the status of the air conditioners. 

  2. He did not address the issue of removing the blue tarps to have adequate air flow in the courts while the air conditioners are broken and not working. He says they are for noise reduction for the "whole" gym. The racquetball courts comprise of maybe 1/4 of the "whole" gym, and the other 3/4's is cut off by doors so no it is not for the "whole" gym.

  3. He stated i was aggressive with staff and management, i talked to staff one time a young lady and some cocky lil teenage boy. I have had zero interaction with management. 

  4. He states in his comment, "THEY", which means other racquetball players must have said something to staff or mgmt, but he is addressing this as if I had done this. 

  5. I guess my and other members of this club only other choice is to confront the owner Jeff as this so-called unprofessional manager Shawn is not going to address the issue. 

  6. We would just like him to explain the position of Work Out West in regard to fixing the a/c. Not to be a bully saying if you don't like it, don't play. Or This gym could make more money taking racquetball away. That again, childish and very unprofessional!

  
  Regards,
  
  Phillip Ramirez

  Business Response

  Date: 07/19/2024

  1.We have had our hvac out numerous times. We can not do any more than we already have to try and remedy your issue
  2.The tarps will not be removed. They were put in at the owners request to lessen noise in the main operating area of our business department.
  3. We have a statement from the employee on file of how she felt you were rude and aggressive to her
  4.We have explained our position to other people involved. You are the one who is on BBB
  5.Jeff is fully aware of our conversations and we are bothing willing to speak face to face with a scheduled appointment
  6. Since you said "We" you must be talking collectively for your group. You can let them know we have already discussed future changes to racquetball and are qork on implentation now

  Customer Answer

  Date: 07/26/2024

  Complaint: 22009406
  
  I am rejecting this response because: this was my only choice to say something else.  

  Yes we would like to meet with Jeff and Jeff only. 

  
  Regards,
  
  Phillip Ramirez

  Business Response

  Date: 07/29/2024

  We will meet with you only. We will reach out with a time for you to be here later this week.

• Initial Complaint

  Date:04/19/2023

  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 a member of this gym for several years. After COVID I noticed the uncleanliness of the gym and went to the desk about it. I was told by an employee the Steam room is cleaned every Sunday night. This prompted me to cancel my membership. On 04/15/2023, I went in to cancel the membership. My account was charged a yearly fee on 04/17/2023 30.00. I am also being told my account will be charged another month for not cancelling a month to month membership within 30 days. I called to speak with Shawn (Manager) and he has not returned my call.

  Business Response

  Date: 04/19/2023

  You were misinformed on the cleaning of the facility. We deep clean the wet area once per week however clean it on a daily basis.

  The paperwork you filled out to cancel explains that it is a 30 day cancellation policy and there may be fees collected during that 30 days which includes your club fee and last month of dues.

  Your name is on a call back list but due to high volume of calls has not been returned but will be by the end of business on 4/19/2023

  Customer Answer

  Date: 04/21/2023

  Complaint: ********
  
  I am rejecting this response because: Please provide a copy of the contract signed making me responsible for a yearly fee once cancelled. I was a month to month customer with no obligation. 
  
  Regards,
  
  ********* ******

  Business Response

  Date: 04/24/2023

  Please see section 6 where it states "All cancellations will take 30 days from written notice"

  And then section 7 where it states ". By signing this agreement you are acknowledging and accepting an annual club fee of $30 that will be automatically drafted on March 15th of
  each year."

  I do see that for some reason the fee was charged a month later than your original agreement, however still remained due. As per your agreement your cancellation is not finallized until May 15th which would make you responsible for all fees associated with this account until such time that it has been officially terminated/.

  Customer Answer

  Date: 04/24/2023

  Complaint: ********
  
  I am rejecting this response because:
  I am not in any contract with this business. If I was the contract would already be void knowing you willingly discussed my account with someone who is not associated with my account. I do not feel I owe a monthly fee of 30 dollars that was taken out 2 days after I filled out cancellation. You then again debited my account for another month on April 24,2023. 
  Regards,
  
  ********* ******

• Initial Complaint

  Date:03/13/2023

  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 was a member at workout west. After getting covid twice from this establishment and the faulty and unsafe equipment that is never sanitized, I requested to cancel my membership and the manager agreed that was fine. Today, almost a year later, I receive a collection on my credit report. All while I'm in process of repairing my credit with an attorney. I'm demanding workout west stick to the agreement we had where they would cancel my memberhsip and no longer charge me. If this collection is not removed from my report in the next 30-45 days, i will be forced to take legal action including a lawsuit for credit damages and preventing me from being able to refinance my car this month as planned.

  Business Response

  Date: 03/13/2023

  This consumer had a history of having insufficient funds on his account(see 1st attachment) before being sent to a collection agency. He signed up on January 29th 2021 which is 6 months after we had re-opened from the 2020 covid restrictions and signed a 12 month payment term(see 2nd attachment). At he time he claims to have cancelled it would have been impossible as we we were only freezing memberships temporarily and not releasing people from their obligations. Had he spoke to any one at the facility this would have been explained to him.

  None of the criteria for an early cancellation of his contract was met as per line 6 of his membership agreement. This is a valid collection debt

• Initial Complaint

  Date:01/19/2023

  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.

  I had previously had 1-month memberships with Work Out West, and following my knee surgery I wanted to continue my membership. I was on crutches and unable to go up the stairs, so I had my mom walk up them for me and complete the transaction, as well as ask for a fob for the handicap entrance. I was charge $16 for my mom to walk up the steps and complete the transaction. I called and asked for the manager as soon as the charge appeared on my card, and again on Dec. 16th. I did not receive a call. I let it go, and used the warm therapy pool for my rehabilitation. On January 16th, I again had to renew my membership, but since I was charged for having someone walk my credit card up the stairs, I called and requested assistance. I was still on crutches and unable to use the stairs. The employee working, Diane, was extremely kind, and reassured me that the manager would call me as soon as he was out of his meeting. He did not call. I returned on 1/17 and again called and asked for assistance. This time, I handed my credit card to an employee for her to take it upstairs and complete the transaction. Unfortunately, they employee still could not renew my membership because I could not go up the stairs to sign the electronic pad. She suggested I use the online system, which I would prefer to do, but it will not let me reprogram the fob for the handicapped entrance, so that is not a viable option. Yesterday (1/18) I repeated this. Each time, I asked to have the manager call me. The employees have been extremely kind and understanding. Today, I went against my doctor's orders and crawled up the steps to renew my membership myself, giant leg brace and all. Again the employee was so kind, but the manager was unavailable and the employee was unable to program the fob for the handicapped entrance. The employee once again wrote down my phone number and name and told me the assistant manager would call. That has not happened.

  Business Response

  Date: 01/19/2023

  I apologize for any inconvenience. This is the 1st I am hearing of this as your name was not written on our call back list by anyone. I am in the office typically from 8am until 5pm and was given no message.

   

  We take our service very seriously and I would love to know who you talked to so appropriate re-trainining can take place. I have the ******* name to start the process as you specified she was o e of the employees who tried to assist you.

   

  I am willing to give you my personal cell phone to take care of you in the future since we are apparently having issies with our staff. You can emaill me directly as well through *******************