Complaints

This profile includes complaints for Club 24 Concept Gyms's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club 24 Concept Gyms

  920 S. Colony Rd. Wallingford, CT 06492-1737

• 

  Club 24 Concept Gyms

  East main. St Torrington, CT 06790

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:06/04/2024

  Type:Sales and Advertising 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 business has been soliciting in parking lots of other businesses without authorization from the property and/or business owner/s. They leave paper advertisements for their gym memberships on consumers vehicles without their knowledge and consent. On Monday June 3rd at 8:53pm. I clocked out of work at the ********** **** * **** at *** **** *** ********** ** *****. I got to my vehicle at 8:58pm and noticed the paper advertisement shoved into my driver side door handle. I called the gym in question immediately after and complained. I gave them my license plate number (** ****) and told them not to leave anymore advertisements on my vehicle. They are illegally soliciting business in other businesses parking lots, as unfortunately this is not the first occurrence. Many of my friends have observed these papers, and window stickers stuck to inspecting motorists rear windows. This solicitation is unacceptable and needs to cease immediately.

  Business Response

  Date: 06/05/2024

  Hello, 

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience our marketing materials may have caused you.
  We strive to promote a healthy lifestyle and reach out to potential members through various means.

  We appreciate your feedback

  Your concerns have been communicated to our marketing team to prevent similar incidents. We value your input and are committed to making improvements.
  

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response provided does not explicitly state that the marketing team will cease tampering with the private property (vehicles) of unsuspecting motorists. Unfortunately this response is incredibly vague and does not provide an appropriate call to action. Furthermore, the response provided does not give me confidence that the offending party will cease this illegal and unauthorized soliciting and tampering with private property. I have also forwarded the evidence to the asset protection department at the **** * **** location where this occurred. Once again, the offender has been given an opportunity to state their intentions and provide a reasonable Solution. Unfortunately, the offender has chosen to be vague with their call to action which does not inspire any feelings of confidence. I do not consider this matter, appropriately resolved, and I suspect that this activity will continue, albeit on other motorists vehicles.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/05/2024

  Hello, 
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience our marketing materials may have caused you.
  We strive to promote a healthy lifestyle and reach out to potential members through various means.
  We appreciate your feedback
  Your concerns have been communicated to our marketing team to prevent similar incidents. We value your input and are committed to making improvements.

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this response has been copied and pasted from the previous response that you left. Once again because you failed to specifically state that they (Club24) will cease to Illegally soliciting business and tampering with private property. So clearly Club24 has learned nothing from this, and I will continue to reject your responses until you explicitly state that they will be no longer leaving paper advertisements on motor vehicles. Either do the right thing and state that this behavior will cease, or I will continue to reject your solutions. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  For the past 3 month I have been trying to cancel my membership and they keep charging me. I receive my cancel code and they still trying to charge me. I think this company needs changes on the way they do business. I see I'm not the only one complaining about this issue

  Business Response

  Date: 04/29/2024

  Hello, We have looked into your account and see you started your cancel process on 03/25/24, with the 30day cancel requirement this would take your agreement to 04/25/24. We see the you have completed the 30day. We have cancelled your membership and removed the past due payment of $10.61

  Thank you,

  Club24

  Customer Answer

  Date: 05/07/2024

  This is not resolved they still calling trying to collect the membership. I don’t understand 

  Business Response

  Date: 05/07/2024

  Hello, We have cancelled your membership out as of 04/29/2024. You no longer have a balance or any future payments. 

  Customer Answer

  Date: 05/07/2024

  This was just today. You still trying to charge my card. I cancelled two memberships. Why you still trying my credit card

• Initial Complaint

  Date:04/11/2024

  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.

  started membership 3/16/2024. was clear reason for choosing gym was the amount of classes that they advertised (see screen shot of online classes offered compared to picture of their schedule (taped to counter, that was not explained at time of signing) 40% of classes are cancelled according to in gym posting. there was no explanation of this calendar or as to why it did/does not match the online offering which I signed up for but arrived to find cancelled "indefinitely" note the screen shot has a "1" next to the class, that is me signing up and confirmation by email that class was running and no email stating it was cancelled indefinitely. The class schedule additionally depicts two separate classes "Sculpt and Chisel" and "Redline" running at different times (see document) and with clearly different descriptions (see screenshot) however on attempting to attend Monday "Redline" was informed it was "part of the first class" therefore there is no warm up. contacted Isaiah, Manager (**********) that if I wanted a warm up for the 5:30 class needed to attend the first class. Also note that these classes interchange, not supporting they "run together". I was not told and it is not clear that these classes ran together and in part are not as available as depicted online. I requested cancellation (no refund of any fees paid thus far) and was told by one person I could cancel for a fee ($90) which was swiftly corrected as the phone was passed to the manager, that there was no cancellation as I signed a 6 month contract. The contract was not emailed to me after signing on an iPad device, and hard line no cancellation was not discussed during the contracting process. I have contacted them via the appropriate means to obtain cancellation code however was not sent the code. And I have not been successful in being able to cancel this membership.

  Business Response

  Date: 04/15/2024

  Hi *****, 

  Thank you for reaching out to us. We apologize for any confusion that you may have had when signing up. Our classes are located on our website, which shows which classes are active for that day and can also be scheduled. We are currently evaluating all our classes to remove any low-attendance classes to fix our class schedule. 

  On 3/16/2024, you signed up for our $1 enrollment promo, which is a 6-month agreement; you are currently in agreement until 9/16/2024. 

  We offer a courtesy buyout fee of $89 that will remove your obligation for your 6-month agreement. If this is option you would like to do, please let us know. 

  Thank you

  Club 24 Concept Gyms

  Customer Answer

  Date: 04/17/2024

  
  
  Better Business Bureau:
  
  
  Despite the business's failure to acknowledge that the online offerings do NOT match what is posted in the club (see attachment provided prior)  and was not made known to me therefore is a clear misrepresentation of their offerings time of signing, in addition that the classes "run consecutively" and considered one class (redline /sculpt and chisel)  I do find the resolution satisfactory in reference to complaint ID ********.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/03/2024

  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 sons last time at this gym (club 24 of **********) was May of 2023. He put membership on hold then went in in the fall to cancel. They said he had to do it online. He tried a couple times but then officially cancelled in December. See document below. We continued to get payments and my sun called a few times with no resolution. My husband got involved and went in on March 13 after they continued to charge us. I just got off the phone with Mike manager from **********. He lied and said my husband went in on the 19 and signed a charge and gave them our credit card, none of which was true and that the cancellation that my husband just did got cancelled because we refused charges and then we got charged another 21. They said my son’s cancellation was not valid because he was supposed to email them back and get a code. It is impossible to cancel with them but we just paid the the other 43 that we owed them and they said they cancelled them. They are ripping off a lot of people and making it impossible to cancel their membership. They would do nothing for us and made us pay every cent even though he had cancelled in December and had not gone to gym since last May.

  Business Response

  Date: 04/03/2024

  Hello ********.

  We have reached out to Michael our Manager, he has informed us that you called the club and spoke with him around noon today, apologizing for the misunderstanding on the agreement terms (30day cancel notice which was requested and processed on 03/19/24) and also apologizing for your actions over the phone yesterday when speaking with him. Michael told us that you hung up the phone on good terms and this matter was settled.

  Your son ***** ********** agreement has been cancelled and has reached all cancel requirements.

  Thank you,

  Club24ConceptGyms

  Customer Answer

  Date: 04/03/2024

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

  yes I reached out to Mike to apologize only because of our behavior in our anger that I felt was disrespectful but I do not feel this is resolved. There have been so many complaints against you all for the way you make it impossible to cancel membership and you are taking advantage of people. So although we paid what you said we owed and closed our membership I will not feel this is resolved until you change the way you do business and yes honestly giving us the money you took from us all those months after my son cancelled his membership would be nice too. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 04/04/2024

  Hi ********, 

  Thanks for reaching out to us. As previously stated, our cancellation procedure is very clear and easy, as it is online. 

  On our website, it states, "*For membership cancellations, please choose the Cancel Membership option from the drop-down menu.
  You will receive a response with instructions within 24 hours.
  Your membership cancellation will not be processed until you receive the membership cancellation confirmation code."

  Based on our email database, this email was ******************* and **************************, which was used for cancelling. 

  ******************* replied to the communication and received the confirmation code as directed. 

  ************************** started it in Dec 2023 but never continued with replies to receive confirmation code. 

  We try our best to communicate this, but it is out of our control what members choose to do when we reply back. 

  The account is now closed after paying the disputed fee. 

  Customer Answer

  Date: 04/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I will not be responding anymore for at least 30 days but I do not accept your response because you are not upfront with your cancellation policy and you make it nearly impossible and I would like this posted on the better business bureau so others can be forewarned. 
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 club 24 in ********** *********** for the past two years. I am 77 years old and go to club 24 five days a week with several other senior citizens I find this a very nice club. The employees are very friendly and informative. My issue is the following. It took four months to get the heat turned on we were working out with the temperature that was between 56 and 58°. It took the health department to advise them to fix the heater before they did anything, they had a couch that we could sit in when we were done working out,they remove that. They had a digital scale because people used to like to weigh themselves before or after the work out and that’s gone and the manager Mike M******* stated that they weren’t planning on replacing it now . . This is the only club out of the seven we checked, they do not have a scale. they also have a suggestion jug that is full of suggestions. I think they go in File 7. Little things like this change the atmosphere of a nice place.

  Business Response

  Date: 03/27/2024

  Hi *****, 

  Thank you for your ongoing support and for being a valued member of our community for the past two years. We sincerely appreciate your feedback and concerns, and we are committed to addressing them promptly and effectively.
  Regarding the recent HVAC issue from last year, we understand the inconvenience it caused when the system was temporarily offline. Unfortunately, the delay in obtaining the necessary parts was beyond our control, but we are grateful that the issue was resolved in a timely manner. Please rest assured that we prioritize the comfort and well-being of our members, and we are continuously working to ensure the smooth operation of our facilities.
  Regarding the presence of a couch in the front area, we have taken the necessary steps to remove it from the premises. We noticed that some members were using it for purposes other than intended, which did not align with the atmosphere we strive to maintain within our facility. Your comfort and satisfaction are of utmost importance to us, and we remain dedicated to providing a conducive environment for all our members.
  Regarding the absence of scales in our facilities, we want to clarify that this decision is rooted in practicality and member convenience. With over a thousand check-ins daily across our seven locations, the wear and tear on communal scales of varying sizes would inevitably lead to maintenance issues. Instead, we encourage members to track their progress using personal scales, ensuring accuracy and consistency tailored to individual needs.
  We appreciate your understanding and cooperation in these matters. Should you have any further questions or concerns, please do not hesitate to reach out to us directly. Your feedback helps us continually improve our services and facilities for the benefit of all our members.

  Thank you

  Club 24 Concept Gyms

  Customer Answer

  Date: 03/27/2024

  Club 24. A response was a lot of blah blah blah! This is the only club without a scale out of the seven clubs we’ve contacted the couch was taken out because the employees were sitting on it when they were on break. I am not a disgruntled customer, I love to work out, and I love to work out and club 24. When things break like the fountain took a few weeks to fix the bathroom was running for over 10 days. I have my own skills at home with some people like to get on the scale when they come in or when they get through with their work out. It’s not a big deal, now we just know what type of people we’re dealing with. Thank you for your time .

  Business Response

  Date: 04/02/2024

  Thank you for your feedback and thanks for being a member!

• Initial Complaint

  Date:03/04/2024

  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 canceled my membership in December 2023 and have written confirmation from club 24 management that it was canceled . Then as of March 2024 without my knowledge, they used my credit card information to start charging me monthly fees again for a membership that I no longer have. I would like a credit to my account for the $10.61 and I want them to remove my contact information and my credit card information completely so I am no longer charged. I tried contacting the facility in person and online and they say no manager was onsite.

  Business Response

  Date: 03/04/2024

  There was a refund processed yesterday 03/03/24 in the amount of 4 x $10.61 and the membership was cancelled.

  Thank you,

  Club24

  Customer Answer

  Date: 03/12/2024

  This is now resolved.

   

  Thank you!

   

   

• Initial Complaint

  Date:01/31/2024

  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 cancelled my membership in-person in September, 2023. I have no past-due amount and all requirements for cancellation were met. The club has continued to charge me $12.74 every two weeks up to this writing (1/31/2024). I have called the club about this issue three times over the past two months, and was assured that my cancellation had been processed properly and they would escalate the issue because I should not be billed.

  Business Response

  Date: 01/31/2024

  Hello ******,

  I understand you called the club this am, they are saying for the first time. I did look into your account and see you did cancel on 09/30/23 with your 30day cancel you should have cancelled out on 10/30/23. Not quite sure why this never was processed but I have gone in and cancelled effective today and refunded you 7 x $12.74 the payments that have debited out of your account since 10/30/23 to date. You should see this refund in 3 - 5 business days.

  Thank you,

  Barbara,

  Club24 Concept Gyms

  Customer Answer

  Date: 01/31/2024

  
  
  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.

  Please pass along to Barbara that I did call multiple times--each time the representative said they would pass the issue on to the manager and/or take up the issue with the "billing department".

  I do appreciate that the club called me very soon after the complaint was made, but am disappointed that it took a complaint to finally spark action.

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

• Initial Complaint

  Date:12/28/2023

  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.

  Membership was canceled in August and the account continued to be charged for an additional 4 months.

  Business Response

  Date: 12/28/2023

  Hello *******,

  As a courtesy we have cancelled out your membership and removed the past due amount. If you cancelled with us you should have an email receipt from Club24 documenting the cancel. If you can provide us with this proof of cancel we will then look into this further and provide the proper refund, without any proof of cancel we can not process the refund you are requesting.

  Thank you,

  Club24 Concept Gyms

• Initial Complaint

  Date:11/17/2023

  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 requested to cancel my membership on October 12, 2023. I have the messages to prove this. I was told I needed to still pay for the membership for 30 days before the cancellation could go through. I completely understand this and was ok with it. Yesterday (November 16, 2023), Dale from the gym called me and informed me that my account has a balance on it. I was not sure why that would be since I cancelled my membership over a month ago. I call back later in the day and ask to speak to a manager. I speak to Anthony and he informed me that although I requested to have my membership cancelled on October 12th, the manager in charge of submitting cancellations did not do so until 4 days later. I tried to explain to Anthony that this was not an issue on my end. If I request to have my membership cancelled on October 12th I expect that date to be honored as my cancellation request. I asked to have the phone number to their billing servicer since Anthony kept telling me that there wasn't anything that could be done. He rudely replied that he would be the one contacting them but that most likely nothing could be done. I refuse to pay any charges when my request is submitted via the proper channels. If Club 24 does charge me, please be sure that I will be opening up a dispute with my credit card company seeing that I have all the necessary documentation to show when I cancelled.

  Business Response

  Date: 11/17/2023

  This membership was cancelled on 11/16/23, the 30 day requirement was met and does not have any balance due.

  Club24 Concept Gyms

  Customer Answer

  Date: 11/17/2023

  
  
  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:08/02/2023

  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 joined this gym and told it was $2/week and I could cancel at anytime. I used the gym one time before my job relocated me. The gym was overcrowded and totally disorganized. I tried to cancel this membership countless times before I was informed my account was “frozen.”They are still charging me and now trying to charge me an annual membership surcharge. My experience with this gym has terrible. I asked them to stop contacting me and some kid tells me if I don’t like it then pay my bills! I was mislead and deceived regarding the agreement, it has been made impossible to get out of agreement, and now they use aggressive collection tactics.

  Business Response

  Date: 08/02/2023

  Hi ********, 
  Thank you for reaching out to us. After reviewing your account, we see that you signed up on 5/12/23 for our special promotion of Join for $1 and get your first 2 weeks free. 
  The agreement states you will be billed $8.49 every 2 weeks starting on 5/26/23, and your yearly club enhancement, which is billed once at $53.16, will be due on 7/26/23.
  It was also a 3-month agreement, which, after fulfilling your required payments, will continue on a monthly basis until a cancellation is done on the account.
  On 7/11/23, you requested a Voluntary Freeze on your account for 4 months, which, as stated in our email communication to you that day, is $1 a week to keep your account frozen for that period until 11/12/23.
  On 7/21/23, you were billed your first biweekly payment of $2 per the freeze agreement.
  Currently, you are past due on your yearly club enhancement fee of $53.16, which was due on 7/26/23.
  
  
  If you are looking to cancel, you will need to let us know to unfreeze your account, and you can initiate your cancellation for your account, which will result in you fulfilling your required payments as well as getting your account in good standing. If you still wish to cancel your membership, you can simply stop by the club and sign our quick cancellation tablet. Once you sign off on this tablet, you will get a copy via email for your records.  This will also automatically go into our billing system, so nothing will be missed. If you can’t make it into the club, simply mail a request via certified mail with your full name, current address, and signature stating you wish to cancel. We ask that you do this via certified mail so that you will have a dated record of receipt, and if anything is missed, we can go back to this date. You also have the option of sending this via standard mail, but we do suggest sending it via certified mail so that you will have a receipt in case it is not received.  Please remember that all cancellations require a 30-day notice, but you will have full access to the club during this notice. Thank you again, and have a great day!
  
  *** * **** **
  *********** **

  Business Response

  Date: 08/02/2023

  Hi ********, 
  Thank you for reaching out to us. After reviewing your account, we see that you signed up on 5/12/23 for our special promotion of Join for $1 and get your first 2 weeks free. 
  The agreement states you will be billed $8.49 every 2 weeks starting on 5/26/23, and your yearly club enhancement, which is billed once at $53.16, will be due on 7/26/23.
  It was also a 3-month agreement, which, after fulfilling your required payments, will continue on a monthly basis until a cancellation is done on the account.
  On 7/11/23, you requested a Voluntary Freeze on your account for 4 months, which, as stated in our email communication to you that day, is $1 a week to keep your account frozen for that period until 11/12/23.
  On 7/21/23, you were billed your first biweekly payment of $2 per the freeze agreement.
  Currently, you are past due on your yearly club enhancement fee of $53.16, which was due on 7/26/23.
  
  
  If you are looking to cancel, you will need to let us know to unfreeze your account, and you can initiate your cancellation for your account, which will result in you fulfilling your required payments as well as getting your account in good standing. If you still wish to cancel your membership, you can simply stop by the club and sign our quick cancellation tablet. Once you sign off on this tablet, you will get a copy via email for your records.  This will also automatically go into our billing system, so nothing will be missed. If you can’t make it into the club, simply mail a request via certified mail with your full name, current address, and signature stating you wish to cancel. We ask that you do this via certified mail so that you will have a dated record of receipt, and if anything is missed, we can go back to this date. You also have the option of sending this via standard mail, but we do suggest sending it via certified mail so that you will have a receipt in case it is not received.  Please remember that all cancellations require a 30-day notice, but you will have full access to the club during this notice. Thank you again, and have a great day!
  
  *** * **** **
  *********** **

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wasnt told about “enhancement” charge. I used facility one time and it did not provide the experience I was promised. Gym was overcrowded, equipment was unorganized, and I was unable to accomplish what was promised. Under promissory estoppel the agreement is void. Additionally, I requested to cancel, not freeze my account. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wasnt told about “enhancement” charge. I used facility one time and it did not provide the experience I was promised. Gym was overcrowded, equipment was unorganized, and I was unable to accomplish what was promised. Under promissory estoppel the agreement is void. Additionally, I requested to cancel, not freeze my account. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 08/08/2023

  Hi ********, 
  When signing any member up, we go over all the fees that come with the plan, as those payments cannot be bypassed without clicking on to explain. You also used the facility on multiple occasions, per your check-in history.

  You requested your account to freeze per the original email, and then on 8/2/23, when we contacted you regarding your past-due payment, you started to swear at our front desk employee, stating you weren't going to pay, and acknowledged the freeze on your account, thinking you didn't have to pay anything. You then told her to "kick rocks."

  When our general manager contacted you, you updated your billing information with him with a payment method that had no funds on it. Currently, your account with us is past due. Please rectify the account to avoid it being past due over 90 days, as then it will be in collection status.
  Best, Club 24 Gyms

  Business Response

  Date: 08/08/2023

  Hi ********, 
  When signing any member up, we go over all the fees that come with the plan, as those payments cannot be bypassed without clicking on to explain. You also used the facility on multiple occasions, per your check-in history.

  You requested your account to freeze per the original email, and then on 8/2/23, when we contacted you regarding your past-due payment, you started to swear at our front desk employee, stating you weren't going to pay, and acknowledged the freeze on your account, thinking you didn't have to pay anything. You then told her to "kick rocks."

  When our general manager contacted you, you updated your billing information with him with a payment method that had no funds on it. Currently, your account with us is past due. Please rectify the account to avoid it being past due over 90 days, as then it will be in collection status.
  Best, Club 24 Gyms