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:01/06/2025

  Type:Product 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.

  Back in August I went to the front desk and requested to downgrade my membership from the extended family ($100/month) to a couple ($80/month).The kid who punched it in the computer said that it was all set.The following month I got charged $100 for extended family, so I went to the front desk and a young girl said she will take care of it. She also typed it in the computer and said it was done. I asked why it didn't go through the first time, and she said that there is somebody else who has to actually process the request and she didn't know what happened.The following month the same thing happened, this time there was an adult at the front desk and apologized for all the inconvenience, she even told me that they will reimburse me back the overcharges for the past 2 months ($40).The following month it happened again (3rd time) so I went and was able to find the same person from the previous month. She was shocked that it didn't go through, so I told her to get this person on the phone and find out what the problem is. She promised that the refund would be issued next month, I wasn't happy that she refused to give me the refund right away, instead she said it had to wait until next month.This month she charged the $80 for the couple membership but did not give me my refund.I can't believe how incompetent she is in performing a simple change of membership. It took her 4 months and no refund.They never responded or issued the refund, so I opted to go to BBB.

  Business Response

  Date: 01/21/2025

  Hello, 

  My team and I have looked into this accoutn and the situation and have realized that a refund/credit is owed to the member for being charged the old membership rate. However there is a balance on the account that is owed before the refund/credit can be provided. An email communication has been sent over to the member  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22772897
  
  I am rejecting this response because:

  I went to pay the agreed amount and they wanted to charge me an extra reinstatement fee.

  During the complaint they canceled my membership and now want to charge me a fee to reinstate, so I refused to pay any additional monies than the amount agreed upon. 

  Why should I pay for their incompetence.

  They are giving me the run around again.

  I spoke with ******** and she is saying ******** is the one to handle the situation who happens to never physically be available at the gym.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 02/21/2025

  There has been a note placed on the account that states ***** *** is allowed to re-join without paying the joiners fee. I do not work in the Hollywood locaiton 

  Customer Answer

  Date: 02/25/2025

   
  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:09/11/2023

  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 joined this **** in May of this year and my monthly membership was 97 dollars per month that was drafted from my credit card each month on the 1st of the month. I fully paid for **** June, July and August. I have recently experienced some hardships and have had my purse stolen with all my identification and all my credit cards and bank cards and I have to go through the entire process of not only dealing with getting all of my cards reordered and account numbers changed and getting a new drivers license but have to worry about identity theft on top of that and trying to now find a place to live because I lost my housing. On September 1st the membership fee was attempted to be withdrawn from my credit card and of course my card was declined. There was another attempt to draft from my credit card on the 9th and 2 times on the 11th. This is just completely ridiculous that four times in 11 days they attempted to draw from my account. People have real life issues going on and I'm living in my car with a 9 year old. So it doesn't seem like a pressing concern for me to continue paying 97 dollars per month. I cannot afford it. I am fully aware that they would like members for request in writing a cancellation but who expects to wake up and expect everything to go wrong.

  Business Response

  Date: 09/19/2023

  This member is correct with the information that she stated, however we have try to contact the member multiple times during that time frame to information her of the balance on her account, however we have not had any luck. The system does draft the account monthly, if the account payment is not received the system will continue to run the card until payment is received or unless stopped by a staff member for a reason. Had we known that the member was going through a hardship we would have stopped the payment in the system.

   

  I have written a note on the account to not run this card again unless approved by the member. However, if the account balance can not be paid by the end of the month the account will be closed and no more payments will be made. If the member would like to apply for financial aid she is more then welcome to do so.

   

  Thank you

   

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

  Associate ************************** Operations