Complaints

This profile includes complaints for Big Sky Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Big Sky Fitness

  58 Commerce Ct Newington, CT 06111-2246

• 

  Big Sky Fitness

  47 Hartford Tpke Vernon Rockvl, CT 06066-5258

• 

  Big Sky Fitness

  1185 W Main St New Britain, CT 06053-3455

• 

  Big Sky Fitness

  526 Hopmeadow St Simsbury, CT 06070-2415

• 

  Big Sky Fitness

  94 Brickyard Rd Farmington, CT 06032-1229

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:06/06/2025

  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.

  This is regarding cancellation of a gym membership. They sent an amount they say I owe to a collection agency. I obtained more than one letter stating I needed to cancel my membership from my Doctor . None of them seemed satisfactory.
  I was told I could only cancel my membership stating I had a permanent disability. I did obtain a note from the doctor stating I had a permanent disability asking them to cancel my membership without penalty. The collection agency contacted me again telling me to pay or it would effect my credit report. I spoke with the credit agency and sent letters from my Dr. I plan to call them again soon and resend the letter I sent to them previously. I am disputing $356.54

  Customer Answer

  Date: 06/10/2025

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

   

  The dates ****** * ********** state are not correct.

  The letter dated 11/22/2024, Big Sky would not accept as it did not state permanent disability.

  I obtained another from my Dr. It is dated12/31/2024.heck with the doctor.

  There is also a phone number offered it the wanted to call and check any information.

   

  Sincerely,

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

  Business Response

  Date: 06/11/2025

  We’ve researched *****
  ********** membership. While *** ******** did not take the proper steps to
  cancel her membership as was instructed by ABC Fitness, we are sympathetic to
  her medical situation and have decided to close out her account through our
  Collections Agency ****** *** **********.

• Initial Complaint

  Date:04/07/2025

  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.

  I would like to cancel my big sky fitness membership.
  My agreement number is **********.
  You guys charged me when it was stated on the site that I would get the first 2 months free. I’ve joined in 12/14/2024
  and have been charged 1/13/25 and 2/13/25. The attached files are proof of that. I don’t appreciate the false advertisement and would like to cancel my membership immediately.

  Business Response

  Date: 04/18/2025

  We’ve researched *****
  ************ membership and found that they did originally join Big Sky on 12/14/2024
  in which they received 1 month free, and their dues began in January 2025
  (1/13/2025). ***** did not join using the link for 2 months free which was
  emailed to them, they just joined online right thru the website (which only
  gave 1 month free). They joined for a 12-month agreement. We’ve attached a copy
  of the agreement.  

  
  It looks like ***** does
  still have 9 months remaining (1 past due) on their membership that they would
  still be responsible for, unless they are relocating at least 15 miles from a
  Big Sky location or if they need to cancel due to medical disability.

  
  We do offer an option for
  members to transfer the balance of their memberships to another non-member for
  a fee of $25 as well.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ***** ************ membership agreement, and
  we expect that they live up to their signed-on responsibility as we always live
  up to ours. 

• Initial Complaint

  Date:04/07/2025

  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 signed up for this gym because it had great reviews and had a two month free of charge promotion going on. I have tried multiple times to cancel with this facility and they have not given me any care or consideration whatsoever with my situation. I have sent multiple emails and have waited over 15 minutes on the phone to get in contact with someone and still did not get in contact with anyone. Now when I look into how much I paid, I realized I was charged for the second month I have been with this gym. I started this gym on 12/16/24 and was charged on 02/15/25 wrongfully. I would like to be refunded the $23.34 I paid for a month that was supposed to be free. The business promotes a falsely advertised promotion of getting two moths free of charge if you join. Additionally I would like to further cancel my membership with this facility. This facility refuses to address cancellations via other reasonings other than permanent disability, moving, school, or military service. I don’t want to pursue going to a gym that does not support the individual’s situation and rejects each and every attempt that he or she makes to resolve the issue.

  Customer Answer

  Date: 04/07/2025

  They have wrongfully charged me for two months that were supposed to be free not one. After I checked my bank statements, that’s when I noticed that there was another payment taken from them. On 01/16 and 2/18 I was charged when I signed up for the first two months free promotion. So I should be getting back DOUBLE the money and be able to cancel my membership with this company as it is not fair to be falsely advertised to. 

  Business Response

  Date: 04/18/2025

  We’ve researched **********
  *******’s membership and found that they did originally join Big Sky on 12/16/2024
  in which they received 1 month free, and their dues began in January 2025.
  ********** did not join using the link for 2 months free which was emailed,
  they just joined online right thru the website (which only gave 1 month free).
  They joined for a 12-month agreement. We’ve attached a copy of the agreement.  

  
  It looks like **********
  does still have 8 months remaining on their membership that they would still be
  responsible for, unless they are relocating at least 15 miles from a Big Sky
  location or if they need to cancel due to medical disability.

  
  We do offer an option for
  members to transfer the balance of their memberships to another non-member for
  a fee of $25 as well.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ********** *******’s membership agreement,
  and we expect that they live up to their signed-on responsibility as we always
  live up to ours. 

  Customer Answer

  Date: 04/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I did in fact click on the link for two months free. I did not even get one month free as you can see in my transaction history. I would like to be refunded for those two months that I paid. It is not right that I followed the promotion that stated two month free in order to be charged for those two months. I did not get one month or the two months when I signed up originally. I clicked all the links and followed through the prompts regarding the two months free. I only signed up for this gym because it had the first two months free promotion going on. I would very much like to be refunded since I cannot cancel my membership as it was not clearly represented that I would be locked in for an entire year with this gym. It is truly unfortunate. This gym has too many issues from leaking roofs to third party groups that aren’t able to assist accordingly. I just want my two months that I signed up to be free refunded as that was my only reason to sign up for this gym. It’s absolutely ridiculous that I signed up for this gym that is supposedly the best gym, yet it has all these issues. So, since I clearly cannot cancel even after my efforts of reaching out to have my situation considered, I would like to have the two months I should not have paid for refunded back to me. I should have looked at more of the gym’s reviews beforehand. I truly regret signing up for this gym. 
  
  
  
  Sincerely,
  
  
  
  ********** *******

  Business Response

  Date: 05/02/2025

  **********, 

  You did indeed get one month free, I'm not sure why you continue to dispute that.  You joined on 12/26/2024 and your first month did not draft until 1 month later on 1/15/2025. Only 1 other person has had the same issue as you, only receiving 1 month instead of 2, and it is the person you listed as your emergency contact.  With hundreds of members joining with this particular promotion, it is strange that only 2 have had an issue. As an act of good faith we will zero out your next month dues (not refund any past month), but only if we hear back from you in the next 14 days that you are content with this resolution. 

  Please let us know. 

  Thank you.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution barely satisfactory to me. I would appreciate it if my contact would also get their next month with no charge as that is not fair to them as I was the one who encouraged them to sign up here. Since I cannot be considered for cancellation of this contract I would like to see that both my contract and my contacts contract have no cost for the following month. Both my and my contact signed up for our two months free and followed the links. Just because me and my contact had issues doesn’t mean we are the only ones. I am sure there are others trying to seek a middle ground for similar issues. The only thing this gym can do is give us our additional one month that we did not get free. Which is what you are stating. Another thing is that your cancellation policies are vaguely present when signing up. It sets the consumer up to purchase without even seeing that there are different contracts that you can’t even sign up for only in person. Otherwise when you sign up online it locks the individual in for year without any notification after the two months free we would not be able to cancel unless we lose a limb or move 20 miles away. Additionally, it’s absolutely ridiculous having to go through a third party that barely answers their phones and can provide little to no help when trying to address a situation of someone wanting to cancel. Honestly, it is a waste of my money for an entire year that I work hard for. I’ll take the one month free for both my contact and myself as it seems like there is nothing else to be done genuinely. Please and Thank you for your time.
  
  
  Sincerely,
  
  
  
  ********** *******

• Initial Complaint

  Date:03/06/2025

  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.

  This gym has had a leaking ceiling since end of October 2024. I contacted them 3 times (December, January & February) expressing concerns with the conditions & how it was interfering with my ability/desire to use my membership. Each time they would tell me they were working on a solution & to "bear with them." The final time I reached out on 02/26/25 I requested to cancel my membership because I was unhappy with the health & safety conditions of the gym. They informed me that I was bound to a 12 month payment agreement which was news to me. I would have never signed up if I knew it was for a year as I did not intend on staying in ** for that timeframe.
  
  Upon review- the contract layout on the website when signing up is vastly different from the contract you are actually, allegedly signing. The 12 months agreement part is hidden in an obscure hyperlink that you are not even informed or required to open or review prior to signing, like you are the terms & conditions etc that have check boxes next to them with their hyperlinks clearly attached.
  This gym is not only misleading people into year long agreements but they have not even been able to maintain their facility. I contacted code enforcement with images & emails documenting the leaks who said they will be investigating my concerns with the health department.
  I feel that I should be reimbursed for 5 months of payments, which is the time in which the facility has been in unfit conditions with the last month being required per the cancellation terms; November- March @ $23.34/month.

  Business Response

  Date: 03/19/2025

  We’ve researched *****
  ******** membership. ***** complains that she was unable to use the gym due
  unfit conditions, however, she continued to use the gym on a regular basis
  right up until a week before this complaint was received.  Her last check-in was on 2/26/2025.

  
  It does look as though the
  member is currently in a “pending-cancel” status due to the fact that they have
  relocated their residence to *******. 
  ***** was complaining because she could not cancel her agreement when she
  relocated her residence, however, she was able to cancel her contract when she
  relocated, so we are certain this complaint should be closed.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ***** ******** membership agreement, and we
  expect that they live up to their signed-on responsibility as we always live up
  to ours. 

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  If you look at my visit log I went to the gym maybe 1-3 times a month during the period that the gym was in unacceptable conditions. Because each time I went the ceiling was still leaking. Then I would be reassured that it was fixed only to find the same issue every single time I went in. 
  

  I am a snowbird resident, my concern was that I did not have documentation the contract states is necessary to cancel however they were willing to accept my car insurance. The true reason I wanted to cancel was due to the condition of the gym as I would've gladly kept my membership for the times I was in **. I was forced to resort to using my dual residency status as a way to break my contract when the true issue was the condition of the gym. 
  

  The ceiling is STILL leaking & code enforcement in collaboration with the health department is researching the issue as I have spoke directly with ***** ********* I am still requesting I be refunded for my membership during the months I have specified. Please refer to my visitation log as you will see that I BARELY came in because every time I was met with a leaking ceiling in the free weight/class room (where I solely work out). 
  

  I also urge you to read your reviews on here as nearly every single one expresses the misleading terms of your memberships. You should be ashamed. 
  
  
  
  Sincerely,
  
  
  
  ***** Bugryn

  Business Response

  Date: 03/31/2025

  In response to *****’s most recent communication, we would like to clarify that a member's frequency of visits to the club does not affect their right to cancel or eligibility for a refund. When a member signs an agreement, they are required to make 12 payments before becoming eligible to cancel.

  Regarding the specific room in question, it is used for our group classes, which have actually seen an increase in attendance since **** ****** enrolled. The claim that the gym is in unacceptable condition is simply untrue. Our group class attendance has grown in numbers while we have been addressing the roof repairs. Throughout **** ******'s membership, she was informed that the roof was being worked on and that the club was aware of the issues. The roof was serviced on three separate occasions during her time with us. Despite this, the consumer attempted to terminate her contract by threatening legal action—an escalation not seen from any other member regarding the group room.

  Additionally, **** ****** purchased a membership that granted access to all Big Sky locations, two of which are within reasonable driving distance of her home address in ***********: Big Sky ******** and Big Sky *********. Both locations offer the same equipment and comparable group classes. If **** ****** was dissatisfied with the condition of the Farmington club, she had access to four other locations with the same resources.

  Throughout her membership, we have been actively repairing the roof, and we have maintained communication with ***** ********* The condition of the roof has not impacted the ability of other members to participate in group classes.

  Per her own admittance, ***** was dishonest about her relocation to remove herself from her contractual obligations, that is unfortunate.
  Therefore, we are rejecting the claims made by the consumer and the request for a full refund.
  
  

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  I have a doctor's note to cancel my membership, but this place is making unrealistic demands for the cancellation process. Their requests are infringing on my privacy and rights. They should not require me to include any of their requested statements in the doctor's note.

  Business Response

  Date: 03/07/2025

  We’ve researched *********
  *******’s membership. In this situation, we would typically freeze a membership
  with a Doctor’s note for as long as is requested by the Doctor (not cancel the
  membership altogether).  If a member
  needs to cancel the membership due to permanent disability, the Doctor’s note
  would need to state permanent disability, but does not need to disclose any
  details, so there should be no invasion of privacy or rights.
  
  Big Sky has committed no errors or
  misrepresentations with regards to Ms. *******’s membership agreement, and we
  expect that she live up to her signed-on responsibility as we always live up to
  ours. 

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I am contesting this because as a consumer, I consider to be an unreasonable request for me to submit documents in PDF format and for my doctor to use “specific language.” and it is unacceptable for them to state that they cannot accept a medical note from a chiropractor. Who do they think they are?  This feels overly restrictive and unreasonable. Their demands seem excessive and inappropriate. This should not be allowed and the laws need to favor us consumer and not this companies GREED. When a customer signs an agreement , they only see the front page and it doesn’t disclose any information on the front of their page when signing nor does anyone VERBALLY explain the cancellation policy . And actually why would any company not allow a customer to cancel on their own free will? Who does that nowadays ? This is immoral and corrupt. As a small business owner myself, they should be ashamed of themselves stealing money from consumers who pay monthly and do not attend and can’t cancel their policy. Shame on them . I bet they are cashing in a huge percentage of customers who no longer attend but can’t cancel their policy and  they are banking on this? They chose greed over morals.  I have not had the time to go back to the doctors office for their unreasonable request. I will try to go in the next couple of weeks.
  BBB work on changing this law to stop this corporate greed and allow customers to cancel at their own free will 

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

  Customer Answer

  Date: 03/10/2025

  BBB, put yourself in my shoes, you would also agree their request to cancel a membership is far fetched  . Do something about it 

  Business Response

  Date: 03/20/2025

  We’ve researched *********
  *******’s membership further and are allowing her to cancel within the buyers
  right to cancel which gives her 3 days from the date of the beginning of the
  contract to cancel the agreement.  We had
  no idea that was why she was trying to cancel because there was no mention of
  that in her original complaint or in her response, she was only claiming
  medical disability.  We have refunded the
  3 months that were drafted after signing her new contract. The months of January thru March 2025 will be
  refunded.  She will see those charges
  back to her account on file in 5-7 business days and her membership has been
  cancelled going forward. 

• Initial Complaint

  Date:01/27/2025

  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.

  I have been trying to cancel a gym membership for the last two months. There is nothing in my contract that states i am locked into a yearly contract and I pay monthly. Big Sky gym states that the only way to cancel is to have a move over 15 miles away and you need to provide proof of change of address or you need proof from a doctor that you have a disability and cannot continue to access the gym. They are violating the click to cancel law and i have tried by email, website and phone call to cancel this membership and even provided the information of the click to cancel law from the *** website. I have gone so far to cancel my credit card to avoid any new charges. I have documentation of my emails and each time they state that i am unable to cancel unless i move or am disabled.

  Business Response

  Date: 02/07/2025

  We’ve researched Linda
  Walker’s membership and found that they did originally join Big Sky on 7/18/2024
  in which they received 2 months free, and their 12 monthly dues began in September
  2024. They joined for a 12-month agreement. We’ve attached a copy of the
  agreement.  

  
  It looks like ***** does
  still have 7 months remaining on their membership that they would still be
  responsible for, unless they are relocating at least 15 miles from a Big Sky
  location or if they need to cancel due to medical disability. Cancelling their
  credit card does not relieve them of their financial commitment.

  
  We do offer an option for
  members to transfer the balance of their memberships to another non-member for
  a fee of $25 as well.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ***** ******** membership agreement, and we
  expect that they live up to their signed-on responsibility as we always live up
  to ours. 

  
  

• Initial Complaint

  Date:12/05/2024

  Type:Billing 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 called in October to Big Sky because they were trying to debit my account a membership fee. I was told by the employee in 2023 that I wouldn't be billed an annual fee because I was no longer in contract. I didn't sign a contract and had been paying $27.54 instead of the $21.22 that I was paying. I had stopped at the desk before working out to ask why was I paying more and this is what I was told. She said that I do not have a contract and that I can cancel at any time. I said that works because I knew I was planning to move out of ***********. When I called in October they told me that I would need to pay the annual fee regardless of if I was in contract or not. I didn't agree with it but I let them take the payment out with a late fee for a total of $87.23 which included the monthly fee because I didn't expect me to move as soon as December. The vendor had advised I speak with the gym itself regarding the annual fee and to ask if I would receive a credit if I didn't remain a member for the upcoming year. I asked the gym and they said they didn't know and referred me to send an email to the manager. I called Saturday, December 1st to cancel because the last conversation with the vendor the club is in charge of cancelling, the annual fee etc. I called the gym & was advised to send an email requesting cancellation. It was never mentioned that there is a 25 day cancellation period which makes no sense since I do not have a signed contract with them. I am requesting that my cancellation date be the day that I requested it and to not be billed for a month that I will not have access to visit the gym. I'm moving out of *********** on December 27th and haven't been to the gym since October. They already took out an annual fee for the upcoming year in which I will not receive a refund and we can call it even. It seems like they are trying to get the most money out of me.

  Business Response

  Date: 12/13/2024

  We’ve researched ******
  ********** membership.

  
  Every member at Big Sky does
  pay an annual fee (annually), as we use those fees for improvements and
  upgrades to the club every year. Because she is out of contract does not mean
  she does not benefit from those continuous upgrades.  ****** is out of contract and can cancel at
  any time with 25 days notice to our billing company, *** *******, but any
  charges that fall within that time frame, the member would still be responsible
  for.  She is currently past due for her
  final month of membership, we will cancel her out immediately with nothing
  further due and refund the one late fee of $17.50 which was charged on
  11/08/2024.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ****** ********’s membership agreement, and
  we expect that she live up to her signed-on responsibility as we always live up
  to ours. 

  
  

  Customer Answer

  Date: 12/13/2024

  
  
  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 long as they do not attempt to contact me, put anything on my credit, and try to pull a payment. 
  In response to the business stating I need to uphold what I signed on an agreement: you all need to hire staff that knows the requirements for cancelling a membership and details around the contracts and/or agreements. I also need them to learn ethical practices if I cancel on the 30th of November why would I pay another month when I will not be in *********** any longer. There’s a lot of miscommunication around the membership and I’ve been going to Big Sky for over a decade. I promise you I will never give them another penny in my lifetime. Just because I have been accepting of previous frivolous doings by Big Sky eventually you’ll get tired. If you're going to state I benefited from using the club.. what have I when half the machines don’t work and the members aren’t enforced to wipe machines after use. The classes I can say are the best part and I’ve paid for my usage even during some months of Covid so please stop the foolery and try to build positive relationships with members. If you all were perfect you wouldn’t receive complaints. I’m not the first or last. I’m glad this is over! 

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

• Initial Complaint

  Date:11/11/2024

  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.

  I am having an issue successfully closing my account with Big sky. I have submitted a formal request to their third party that handles these requests, known as *** *******. They accepted and acknowledged my request and stated that I had to call and pay off any past due balance before closing the account officially which I did. I confirmed with the representative on the phone that I am up to date and can therefore close my account. I even called big sky directly and they stated they do not have an active account for me and therefore I was not incurring charges. I asked *** ******* for a confirmation email that my account would be closed in good standing and they stated I need to pay. I asked why and proceed to explain the above and they keep going in circles about the terms. I did exactly what they asked, I’m not sure why they aren’t able to close my account.

  Business Response

  Date: 11/14/2024

  It appears this matter has already been resolved on 11/12/2024.  ******* ******* had paid her past due amount and was cancelled out with nothing further due.  See attached notes from their profile.

• Initial Complaint

  Date:10/29/2024

  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.

  My son signed up for a membership With Big Sky in *** ******* and was actively attending from inception. Unfortunately he sustained an injury that required surgery and was unable to attend the gym. We continued to pay in the hopes that he would be able to return but he was unable. We called the club to cancel the monthly subscription in July then again in August and were told we had to submit, in writing the intentions to cancel his membership. We submitted that on 8/31/2024, understood the delay based on the explanation. We were charged in September and we called again and were told that is takes another billing cycle. We received yet another charge this month. We have called the last two months to get this removed and refunded and the business has told us they cannot handle the refund and we have to go through their third party for billing and their system didn't even show the pending cancellation. The third party was not helpful in rectifying and telling us the business has to handle the cancellation. Seems ridiculous since we have followed all the requirements they requested to cancel. In reading complaints, this seems like they do this frequently and find loop holes in their process. I am happy to perform a charge back on my card and dispute the charge and share my experience with others on this business. I have escalated this to management from the third party and the gym management based on the scam to trap the credit card and keep the charges coming in unethically.

  Business Response

  Date: 10/29/2024

  We do apologize for the delay in the cancellation of your son's membership.  It is cancelled now and you have been refunded $55.08 for the last two months (September and October 2024).  The refund does take 3-5 business days to show back to your account. Again, we apologize for inconvenience. 

  Customer Answer

  Date: 10/29/2024

  May I ask how this will be refunded? Since the card is removed. Please advise. 

  Business Response

  Date: 11/05/2024

  The refund will go back to the card on file that was charged.  We only have access to the last 4 digits which are ****.

• Initial Complaint

  Date:10/23/2024

  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 filed a request to discontinue my Big sky gym membership on 9th July. I provided the flight ticket and moving out notice.
  
  But big sky did not honor it and asked for further bills. I did not have a permanent location and was not able to provide the supporting.
  However I provided the supporting documentation by 17th Oct.
  
  However Bug sky renewed my membership for next year on 11th Oct despite my intention to discontinue the membership.
  
  They are not ready to refund my money.

  Business Response

  Date: 10/29/2024

  We’ve researched ******
  Waghela’s membership and found that they had originally contacted *** ********
  our billing company, to cancel back on 7/09/2024, but as explained in the notes
  (attached) the proof that was given was not sufficient to cancel the membership
  and a list of accepted forms was provided at that time. *** ******* is not able
  to cancel a membership just because a member is “going to stay at their brother
  in laws place in *****”, unless the member has provided a proof of change of
  address. This was explained to the member in an email from 7/16/2024. 

  The member did not reach out again until
  10/17/2024, and at that time was able to cancel because they were at the end of
  their contract.  Their contract has not
  been “renewed” as stated in the complaint. Their final payment of their
  contract is 11/08/2024.
  

  Big Sky has committed no errors or
  misrepresentations with regards to ****** ********s membership agreement, and
  we expect that they live up to their signed-on responsibility as we always live
  up to ours. 

  
  

  Customer Answer

  Date: 10/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The annual one time charge which is applicable for full year has been charged on the month of October 2024 and membership is ending in November 24 so effective I am charged for 11 months for which I am not going to be the member of the club.
  I have explained this to the customer service team and I am still denied the proportionate credit for the period I am charged when I will not be a member.

  i have not used the facility since July 2024.I could not provide the proof earlier since I was still in the process of settling down to a new place !!

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

  Business Response

  Date: 11/04/2024

  We have refunded the annual fee that was drafted on 10/10/2024.  You will see a refund back to your account in 3-5 business days. 

  Customer Answer

  Date: 11/21/2024

  Hello BBB,

  Thanks you for the updates on 11/04/24.I did receive refund for 2 of my membership, but later I was charged for my Son ***** *******’s membership Annual fees like it was charged for me and my wife.

  I did call up *** and reported the issue but did not get any positive feedback back and was told that my matter would be send to the local gym : Big sky ********** as they have some internal process to be followed but it has been more than 10 days since and haven’t heard anything back .

  i have attached screen shot of new charge on my credit card for the reference .

  please help me to get this charge reversed and refunded .

  Regards,

  ******

   

  Business Response

  Date: 11/27/2024

  First of all, there is no mention of your son in the original complaint. We have done everything you asked for in your original complaint.  Second of all, your son is currently past due.  He did not pay his annual fee as you state and he still owes for the month of November, please see attached.