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:02/10/2023

  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.

  In December 2022 I purchased a month to month membership for myself for $150/month that included 4 personal training sessions per month. I got covid right after I joined. Couldn't use the gym. Trainer-******* *old me she would make up December owed sessions with me + 1 free from joining.
  1/17 the gym charged me $200 for my membership - had to call to get $50 refunded, which they did. On 1/23/2023 I added a membership on for my spouse no training for $27.99/month. No contracts on either. No commitment on either.
  
  Trainer was unprofessional - several instances of unprofessional behavior, she brought her child with her and that child was on floor, other members brought kids and either left them unattended in lobby or had on floor. Her husband came to pick her up during one of my sessions and she cut it short 10 minutes.
  
  On 1/25 my card was charged for another $200. ***** the manager told me it was for extra sessions and when I told him that Jazz was to have been making up classes missed for covid he told me he didn't know - not my problem she didn't communicate with him.
  I also have a disability and ******* was to have told another trainer about it for a class, but didn't when I went to class he had no idea.
  ***** had opened duplicate accounts for me and my card didn’t work many times to let me in gym.
  In discussing issues with ***** on 1/25 I told him we were going to cancel our memberships due to service quality Mid-February My husband still had not used the club.
  ***** told me we should stop using and he would refund the $27.99, the $200 overcharge and $112.50 for the unused portion of mine for January. ***** said he’d call back, but didn't. Never got another call or response from ***** who claims to be the ’manager’ of the club.
  I only received the $200 refund of overcharge - he's still not returning calls or emails regarding remainder $140.49 owed.
  A friend who also belongs told me that they consistently double charge him on his membership.

  Business Response

  Date: 02/16/2023

  Good morning, my name is **** ********* and I'm the new owner of Fuel Fitness as of 2/1/23.  These events occurred prior to my involvement but I've had my manager look into and resolve this matter promptly and fairly.  Please see attached letter outlining the facts of the matter.  Our goal is to maintain good standing with the BBB.  

  Customer Answer

  Date: 02/18/2023

  
  
  

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

  
  

  I am rejecting this response because: There was no contract, no written agreement, EVER.  The verbal agreement made with the manager on 1/25/2023 was that ***** would refund 75% of my dues for January due to the incompetence of his trainer - and he told me not to come back there (I was paid thru 2/18).  I joined another gym that day - expecting the refund of mine and my husbands payments.  At NO TIME did his trainer say anything about being charged for canceling training - again no contract, nothing in writing from them.  In reviewing complaints about the business this is a tactic they use when people find that their customer service in both management and trainers is lacking.  They had a new person add a bunch of training sessions on my account without my approval - her name is ***** - and I told her in person to remove them all. 

  The fact is that ***** NEVER REFUNDED THE 75% OF MY JANUARY PAYMENT - $112.50.  We did receive the refund for my husband's.  I have all text messages from the trainer and at no point did anyone say anything about timing for cancelations - but she readily shortened my trainings due to her personal conflicts.  The place is mismanaged - and they are not honest when confronted with their mismanagement.  I want my $112.50 refunded.

  
  

  Regards,

  
  

  **** ******