Complaints

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• Initial Complaint

  Date:11/13/2024

  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.

  On nov 1, 2024, I submitted a request to freeze my account for a fee of $15 a month. On Nov 6, I was sent a receipt charging my account for the freeze fee of $15. Today, November 13, my account was charged the regular monthly membership fee of $197. The company is blaming that i requested that my account be frozen on November 15 and the monthly fee is charged on Nov 13. I was also told that any charges would go towards credit when I unfreeze my account. This gives the impression that one is unable to freeze the membership if not planning on returning. I do not know if I will be in a financial position to renew my membership. They are charging me full membership when I specifically asked to freeze the account.

  Business Response

  Date: 12/10/2024

  Our freeze form lists all the information pertinent to this complaint. "Please complete two weeks prior to freeze activation. Freezes are for a maximum of 3 months unless previously approved. If you use your membership charge date as the date of freeze, you may still be charged for your membership dues as freezes and dues are set at different intervals. Any fees collected will go towards your membership when you resume and billing date may change. Freezes are not monitored and membership will resume on the date you input on this form without notice. If you need to extend your freeze, you MUST do so at least a week PRIOR to the unfreeze date or your membership will resume.  Again, we do NOT monitor freezes and once you input a date on this form, we will input that date into the system. We do NOT call you to let you know your account is resuming. Please pay attention to the information you input! "

  Freezing a membership is for a maximum of three months and is to be used when a member is vacationing or is injured and plans to come back. If a member does not wish to come back, they should use the option of cancelling which is a 30-day required notice, which is the standard in the fitness industry.  Member filled out the freeze form and on the freeze form, input the date of 11/15/24 to freeze the account.  Please see freeze form document. Her membership dues were due on 11/13/24, so, she was charged for her membership. Then, on 11/15/24, she was charged the freeze fee on the date the freeze went into effect.  She chose the date to freeze and knew her billing date.  If she did not want to be billed, she should have chosen a date PRIOR to the billing date as her freeze date.  When she found out she had been charged, she requested a cancellation instead and was angry that the studio held her to the 30-day notice required in the Membership Agreement that she signed when she enrolled. 

  We expect all members to follow our policies that are outlined in multiple places such as the Membership Agreement, the app that is used to book classes and our front desk area. Our policies are clearly listed and documented.