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:08/12/2024

  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.

   
  Complaint: 22125281
  
  I am rejecting this response because:

  "the member did not send in the supporting documents showing gym usage 3 times per week. Those documents were a sign-in sheet the member filled out each visit and a print-out of scanning in with the members card each visit." - I DO NOT WORK FOR RETRO FITNESS AND DO NOT HAVE ACCESS TO THEIR CHECK-IN SYSTEMS. 

  "The member also missed the cut-off date to request early cancellation." - LETTER WAS MAILED THE *** AFTER MY 16 WEEK WAS COMPLETED AND YOUR COMPANY CHOSE TO IGNORE IT.

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

  hem, and not with Retro Fitness. I reached out to *************************** Club Billing via email and received a reply on Friday may 17th stating that I must first complete my full 16 weeks at which point I am to send a cancellation request by main and the overpayment will be refunded. I completed my 16 weeks (minus a week during which I was hospitalized) and sent a letter. Since then I have been charged three more months. Emailed them once again, and have not heard back.

  Business Response

  Date: 08/12/2024

  Thank you for allowing us to respond. As explained in an email dated July 19th to the member, the member did not send in the supporting documents showing gym usage 3 times per week. Those documents were a sign-in sheet the member filled out each visit and a print-out of scanning in with the members card each visit. The member also missed the cut-off date to request early cancellation. The member received paperwork with very clear instructions on what to do to cancel. Other members who followed the terms they agreed to were able to cancel. Unfortunately, the member failed to follow the terms she agreed with. We have resent that same email that was sent on the 19th of July to the member again today, the email explains all of this very clearly. Thank you again for ******* us respond to this issue.

  Business Response

  Date: 08/13/2024

  Hello,

   

   

  Thank you for the chance to respond. This will be our last reply to this issue. As stated before the member did not include the sign-in sheet and print-out showing her visits to the gym. This was a program to help build accountability and unfortunately the member did not follow the rules by just including the sheets just as others had.  

• Initial Complaint

  Date:12/27/2023

  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.

  
  Complaint: ********
  
  I am rejecting this response because: in an email I was told I had until Christmas time to cancel this program. This was in conflict of what was in the contract. I was given erroneous information.
  
  Sincerely,
  
  ***********************ied.

  Business Response

  Date: 12/28/2023

   

  Thank you for your post and the opportunity to respond.The member had the option to opt out after 16 weeks. The member was given paperwork with clear terms and the start date. Unfortunately, the member did not follow the terms she agreed to after reading over the terms, signing and receiving a copy of. She missed the window of time to opt out. We also understand that sometimes people are distracted during the meeting with more pressing things going on in their lives and may miss some points. To help make sure that potential members are not only given correct information but make sure they understand what they are signing up for a few things are done above and beyond the normal gym program/membership sign-up process. Not only is the program, payments, and terms of the program explained during the talk and in the membership agreement but the member also gets a second paper on top of the membership agreement covering what they are enrolling in with the terms clearly stated a second time. As the member has stated herself in the above comments the paperwork states when it starts and ends. Thank you. 

  Business Response

  Date: 12/29/2023

  Thank you for the chance to respond. We provided our response above. You were given a general time frame, not a date in our response. As you stated above the information you needed was provided in your paperwork when you enrolled which you have a copy of.

• Initial Complaint

  Date:10/11/2023

  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.

  My complaint is basically the same as I now see has been made multiple times about this same deceptive company.I saw the ad for this 16 week program on ********* It said they were looking for 45 people to sign up, so better hurry up so you get a spot. I went to the initial sales pitch meeting led by **** and ********* of the "HEALTH CLUB" held at the ********** gym in ****** **, on August 23, 2023. The gym agreed to partner with them, providing the venue for the program. The sales pitch said this was a 16 week program at $69/mo. for 4 months. Everyone was rushed into signing the forms and paying the first and fourth month right then. At that point they have your credit card info. After reading the fine print, it says you have agreed to pay 12 months, not four. It is a 12 month contract. Very deceptive. I emailed the gym owner, *********************, informing him of the above. Figured he would want to know since he was the one who brought them in to his place of business. His response was he has nothing to do with billing, I should contact the other company. I informed him that **********'s name is at the top of one of the forms. Again, he just said to contact the other guys, nothing he could do. This also feels very suspect. "Not my problem" attitude. I was informed by one of the gym trainers that 300 people had signed up for this program, and only about 60 are still participating. Many have complained about the same thing, thus have quit. When I get cut loose from the HEALTH CLUB as they call themselves, and ********** gym, I will never, NEVER, use this local gym again. And I'll let everyone else know what has happened. I've already informed two of the people I've met through this program, as well as spoken with several of the front desk staff and trainers at the ********** gym. The staff all say this is what they have heard from many others. They're caught in the middle having to listen to the complaints. I informed ********************* of this also.

  Business Response

  Date: 10/11/2023

  Thank you for your post and the opportunity to respond. We have been handling the membership agreements for this program over a decade. The member made an appointment to come in and listen to a talk about the coaching and accountability program. There are a limited number of spots.  The program is done in blocks of 45 people and depending on the size of the gym and the number of coaches the program can be filled at different times for different gyms. The talk explaining the program and the terms of the membership normally takes about 45 minutes. This does not include the time to do the paperwork and join if the potential members decides he or she wants  to enroll. This is done in a group setting and after the talk each person in the group is asked if they want to join. It is also stated during the meeting if they are not 100% sure about joining... do not enroll. Once the paperwork is passed out and explained the group is told to fill everything out and read it over before signing. They are told when they are done to raise their hand and a rep then comes around and completes the paperwork and gives them a copy. The groups range from normally 10 to 25 people so the paperwork portion normally lasts 30 to 60 minutes. The member has plenty of time to read the paperwork, ask questions as well as change their mind before raising a hand to show they are ready to finish. There is never a rush for someone to sign. Many members sit for 45 minutes reading, thinking and asking questions before either signing or deciding not to join. The rules of the program do not allow reps to try to overcome objections and try to get people to sign if they are not sure. We also understand that sometimes people are distracted during the meeting with more pressing things going on in their lives and may miss some points. To help make sure that potential members are not only given correct information but make sure they understand what they are signing up for a few things are done above and beyond the normal gym program/membership sign-up process. Not only is the program, payments, and terms of the program explained during the talk but the member also gets a second paper on top of the membership agreement covering what they are enrolling in. The reps at the gym explaining the program also record each session. This is done to not only aid in training purposes and record keeping but helps when there is any type of dispute in what a member was told and explained before willingly signing. Signs are posted at the gym and in the meeting area letting people know that there is recording going on and, is also stated in the paperwork. What we have found to solve issues like this is to have the member have legal counsel reach out so that they can be provided a copy of the recording of the meeting they attended. This clears up any confusion. Unfortunately, when a large volume of people enroll in gym memberships, gym programs or any other agreement there is a percentage that are not happy with what they decided to enroll in. 

• Initial Complaint

  Date:09/20/2022

  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.

   
  Complaint: 18047299
  
  I am rejecting this response because: I am in the process of collecting statements from other witnesses that state that what was told to us was different than in the contract.  This is a ****** on learning to read contracts carefully; because unfortunately we were lied to.  Another member of the gym is considering a class action lawsuit.  I have decided not to lead something like that myself due to the time and finances it takes.  I am happy to share my statements with BBB, but they are not viewable to the business; because I don't want the business causing issues for the people writing these and I do not trust this business after I was lied to.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/20/2022

  Hello,

   

  Thank you for letting us respond to this. We handling billing for this member. Unfortunately, the member did not follow the terms of the contract she read before she signed. The member states she was told something other than what she signed off on and agreed to. However, as was also pointed out to member she  also signed off on a form that states no other terms or promises were made other than what is printed on her paperwork. 

  Business Response

  Date: 09/22/2022

  We only follow the terms that the member agreed with on their paperwork.