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Business Profile

Fitness Center

Onelife Fitness- Newnan Express

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/18/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 signed up for a membership and was never told that there was a 1 year contract in fact the lady who signed me up said i could cancel my membership at anytime. I went regularly for about a month before I lost my job and tried to cancel my membership which is when I was told about the 1 year contract. I called and they said they could freeze my account for a few months and I agreed to that and yet again they didn't tell me the freeze was going to charge to my account. It charged me $5 for the first month freeze on April 16th 2024 then it was $25 on May 21st then it skipped June and charged me $24.99 on July 15th and then $39.99 on August 15th. They seem to be charging what they want when they want. I'm still unemployed and they still claim my account is frozen. If I get charged again I'm going to have no other option than to pursue legal action against onelife fitness because they never disclosed to me that I was locked into a 1 year contract and they still charge me for a membership that's supposed to be frozen

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 got a membership at onelife fitness and I'm no longer wanting to wanting to go there and there making me pay a whole 60$ when my membership is only 30$ a month then they said I can freeze it for 2 months for 5$ for those two months and they took out ***** out my bank for whatever reason and I'm wanting to cancel it all the way and I shouldn't need to pay to cancel something and maybe get my refund back if possible

  • Initial Complaint

    Date:03/15/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    so i got referred to the one life fitness sport club in Newnan and i got a free month to go and experience the gym's equipment. Well in the process of creating an account to be able to sign in whenever i went into the gym the guy that created me an account he said he would give me one month free to see how i liked the gym experience. well i got a call from ****** a person from the one life team on march 14 2024 telling me if i cancel it i would have to pay $60 for something that i got free just to cancel it , and i was never told or sent anything the email they have of mine is on file and is a good email and the job i do i constantly check my email and i never saw an email by the one life fitness sports club. i never got told or explained the apparent term for 1 year and they said they signed me up for 7 days to see how i liked the gym experience but i got told to my face the day i got an account which was Feb ******* that i got a free month. im trying to cancel a membership because i cant afford it and they are wanting me to spend even more money to try and cancel it and i don't see a reason to if my one month was free so why charge me $60. i will go back to them i just thought not right now i will in the near future.

  • Initial Complaint

    Date:12/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 request is canceling my membership due to relocation which they asked it's allowed when I sign up. I'm moving out of the states, going back to *****. That's why I submitted my flight ticket as evidence (Nov 29th). One day later, they said that flight ticket can't be accepted, I need new lease, or drivers license, or utility bill with your new address and address under your name. Then I send my new lease in ***** over (Nov 30th). After this, I never heard back from them, and the phone number they provided is not working. According to them, I need to submit evidence by Nov 30th to insure that December is my last month. In addition, since I'm moving back to *****, the driver license and utility bill are different than here. I don't have access to this. I request is to cancel my membership right now.

  • Initial Complaint

    Date:03/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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 March 11th I officially requested to cancel my personal trainer due to scheduling issues and trainer incompatibility. ********, my assigned PT, charged me $40 for what was supposed to be a free complimentary session. ******** put in to the system we completed a PT session of 90 minutes 6-7:30 pm although I arrived to the gym at 7pm and was out by 7:30pm. ****** (Manager) assured me, after she speaking with ********, I would receive a full refund amount of one month ($320). I only received a refund of $280. Additionally, I signed up for general gym membership on March 1st. I have requested to cancel my general membership today becauseI have had the worst experience in my entire life at Online Fitness. From the start of my personal training to the general membership of the gym. The staff is very unprofessional. I have been approached twice in hostile way by ****, Personal Trainer Director. Once, when I decide to cancel my personal training and again when speaking with another staff *** today about my family membership including my children who were present with me. He was rude and said get out here and aggressively threw his hand out towards me as if he was trying to smack something out of the way. My refund request: $57.99 general membership fee and $40 PT session fee that was not refunded from the $320. And due to the nature of this compliant I do not want to be responsible for the $59 buyout fee nor any other fee the staff mentioned; (eg. club enhancement fee). I have not been a member more than 30 days of starting this membership.Agreement #: ********** AmountTaxesTotal Enrollment Fee$28.00$0.00$28.00 First Month's Dues$29.99$0.00$29.99 Down Payment$0.00$0.00$57.99 NameFirst Due DatePaymentsFrequency DUES04/01/202311@ $29.99Monthly Fees Fee ********************************* Enhanceme Fees 39.00$39.00Annual06/18/2023 Online Fitness ***************** 460 Newnan Crossing Bypass Newnan, ** ***** ************ *********************************************************************

    Business Response

    Date: 03/28/2023

    Dear *******,
    Re: Onelife Fitness Newnan
    Account #: ***********
     I apologize, but at this time, you are only eligible to cancel under move or the buyout option. Proof of relocation is required for cancellation.  I have listed the procedures below for verification of what is sufficient proof of relocation and the buyout procedure: 

    Your automatic renewal has been removed. You have 11 payments left to finalize your term. Your membership will expire on March 1, 2024.
     
    Cancellation due to Moving: (Does not include personal training agreements.):
    You must move your residence 15 miles or more from the club facility.
    You must provide sufficient proof that you are moving. Please send in one of the following:
    o New lease agreement in the members name signed by member and ******.
    o New utility hook-up or utility bill in members name.
    o Newly issued drivers license verifying the issue date and new address.
    o Copy of a one-way international plane ticket with a copy of a **** or green card.
    o PCS orders (boot camp and basic training not accepted).
    o Letter from new employer (must be on letterhead), along with a copy of a pay stub showing your new address.
    o Closing papers on a purchase of a new home.
    o Studentsmust send in a copy of a class schedule and tuition receipt (must be on letterhead).
    o If you cannot send in one of the above, you can send in two of the following:
     Current major credit card statement showing the new address.
    30-day written notice of cancellation. You are still responsible for any payments that fall within the 30-day period from the date *** Fitness Solutions, LLC. receives the sufficient proof of move.
    Payments will continue on the membership agreement until the sufficient proof of move is received.
     
    Buyout Option (Does not include personal training agreements.):
    You may cancel your membership agreement with a 30-day written request.
    You will be responsible for any payments that fall within the 30-day period
    A $59.00 buyout fee is required in addition to paying last months dues. 
    Your request must state you are cancelling under the buyout option.


    Customer Care Offline Processor
    *** ********************** Solutions, LLC.
    Customer Care: ************
    Email: ******************************************
    Website: www.myiclubonline.com
    Mailing Address:
    *** Fitness Solutions
    P.O. Box 6800
    ********, ** 72124
    From: ***************************
    Sent: 03/18/2023 02:15:35 PM
    To: ******************************************
    Subject: Cancel Membership
    Email originated outside of *** Fitness Solutions.
    Agreement Number: 0370782168
     

    Customer Answer

    Date: 03/28/2023

     
    Complaint: 19619142

    I am rejecting this response because:

     

     

    Again, I would like to request for the cancellation of my membership at the club. My membership was only a two week span (3/1-3/18). I am forced to cancel the membership due to my experience with your staff. I will not be visiting any of your facilities in the future. The club has not been a good place to be associated. My experience at the club have also been a very horrible experience. I am asking this membership be canceled right away. And that you no longer charge my account and my mailing and billing information is removed from your system. 
     
    My association with the club has been unfruitful and I wish to cancel the membership and no longer receive any further correspondence from the facilities. 
     

    Sincerely,

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

  • Initial Complaint

    Date:07/28/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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've been a member of this same location for three company changes now and Onelife is not fixing the broken equipment. Our monthly dues are taken out along with a yearly "enhancement fee". The managers have no idea what's going on. I have even talked to a senior management officer over the ******* Onelife gyms and had to listen to a word salad.......that meant nothing.The gym is busy and the money is pouring in but the equipment is worn out. I would be glad to send pictures.Onelife has made it's 'customer service' contact information IMPOSSIBLE to use. They do not care. The money is going somewhere........but not to the gym.

Onelife Fitness- Newnan Express is NOT a BBB Accredited Business.

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