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:06/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company continues to force charges on my account. Ive requested the account be closed they keep the me someone will call me. My account is messed up they wont cancel it but continue to charge me. Ive been calling for a week and no action has been taken. Additionally Im getting conflicting information from each worker I want this refunded and the account closed

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  May 2023:-Went into store to cancel -given an email address by worker since a manager was not in the store who could cancel for me5/19 -email told me I needed to schedule to come in and cancel -said it was very hard getting there the first time w my ************** come back in 5/22 -manager said shed send freeze ppwk, I said cancel, not freeze *No reply 5/24 -I emailed to make sure card wasnt going to run 5/25 -Manager reminded me of the 2 mo policy. Made it clear that my membership would end in 60 days *never received ppwk*8/3 -card charged in Aug -emailed asking for refund and no more charges -********************* (new gm) said looking into it -phone convo: gm tells me that the prior gm has since been fired. Said there was no way for prior gm to email ppwk -****** said I couldnt get refund for Aug pmt and Id still have to pay another 2 mos in order to cancel -I asked to speak to her superior and was told she literally has no number to give me-she finally said that she could waive the 2 mos policy with the regional managers (**** ****) sign off but I was probably not going to get a refund for Aug. No mention of 99 immediate or other cancellation fee -was told I still have to come in and sign cancellation before Sept so that my card was not charged again -****** emailed me right after the phone convo to remind me to come in before Sept 8/21 -I come in -she says so you want to sign the 99 immediate-I said I dont know what that is-she said you sign 99 immediate today so that you dont pay any more money -I signed -she said that if you ever want to sign back up, I will waive the enrollment fee since you just paid the cancellation-I said my card wasnt just charged was it?-she said yes, the $99-I said you never mentioned Id be charged $99. (She never used the word DOLLAR)-she insisted on telling me she DID say dollars, I requested to see security footage, she said she cant -biggest complaint is there is absolutely no one to contact above her

  Business Response

  Date: 09/02/2023

  I would like to express our sincere apologies for any miscommunications and inconvenience you have experienced with regards to your membership.
  
  We understand that there have been challenges in the communication and handling of your account. We deeply regret any frustration this may have caused.
  
  I am pleased to inform you that we have taken immediate action to address your concerns. In addition your membership has been successfully canceled as requested.
  
  Your feedback is invaluable to us, as it highlights areas where we can improve our services and processes. We take your feedback seriously and have made adjustments to ensure a smoother experience for all our members in the future.
  
  Once again, we apologize for any inconvenience you may have experienced, and we appreciate your understanding and patience throughout this process.
  
  We hope to have the chance to serve you better in the future.

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20503879
  
  I am rejecting this response because cancelling my membership doesnt address any of my complaint. Im not sure how that is even a satisfactory answer to anyone reviewing this complaint.  The issue is more than miscommunication, it is utter deception and lying on a general managers part in which there is proof on the security camera footage.  There is even more to the issue but that is a core issue in this case.
  
  Sincerely,
  
  *******************************