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:01/07/2025

  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.

  Max Fitness is a poor example for a community, family friendly gym. I have had a membership with them for years because I am school teacher in the county, and the BOE pays for all teachers to have a membership. This past summer I signed my ******** **** old up to come to the gym with me and agreed to pay $20 a month and $40 a year maintenance fee. We went to the gym together, but recently my elderly ****** had gotten very sick so we haven’t been since September. It was hard juggling teaching and caring for my mom. So basically, we had to stop going for a while. My membership was on auto pay. My debit card was lost and so I had another one sent out, not realizing the CVC code would be different. Fast forward to Christmas break when I get a collections letter addressed to my ** year old ***! Max Fitness sold the account to a collections agency without EVER contacting me! I have already requested phone logs and message logs from my carrier and received them. I assumed the money was coming out since it was autopay, and if not then I should have been notified. I called and was told they left several messages. This is a lie. Not once did they leave a message on my phone. I asked for a manager and never heard back for a week. I called again and was told that the manager had been fired the day that I called in December and there was a new manager that would surely take care of the situation. The new manager is unprofessional too! I called to speak to them today and they refused to take my call. They had an employee (after I explained the situation), tell me once they sell the account that’s all they can do. Then i get a call for the collection agency who sent the letter ALL OF A SUDDEN, after I called the gym. Why would you call me when you addressed the letter to my ***? Max Fitness seems to be in the scam business with this company. There was no protocol followed. Get my ***s account back from this company! You guys were wrong and you know it!

  Business Response

  Date: 01/09/2025

  To Whom this May Concern, I want to start off by saying I do apologize for your experience. I pulled up Jaquan's account and do see where you signed and authorized his contract for him being that he is underage. I do see in our system we sent out 11 emails, 10 text messages, and made 11 phone calls in attempt to notify you of the past due balance before it was sent to collections. The gym assumes the contact information provided by the member as sign up is accurate. It is the members responsibility to ensure their contact info is up to date as well as their payment info. We made several good faith attempts to reach the member but the member did not respond and now she will have to resolve her balance with the collections agency directly. Again, we do apologize for any negative experience and regret to hear about your ******'s illness but we did what we could at the time. Blessings. 

  Customer Answer

  Date: 01/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The managers at this gym avoid communication with gym memberships. This establishment did in fact have all of my correct information, as I’ve been a member here for years. Adding a minor on, does not change my information. Also you stated he was “underage” as if I didn’t provide him correct age at the time of sign up, which is not true. Your unprofessional response confirms the poor management skills, communication, and customer service you provide. You verbally stated you made so many calls and sent emails. You NEVER called my phone. Surely you have receipt of that! Upload those documents as opposed to a bill that I’m not going to download. Do better with professionalism and communication with customers. Also, Avery D*** avoided speaking with me on the phone today and yesterday. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/28/2024

  Type:Facilities 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.

  On Tuesday, June 25th I was working out at this gym. I was doing bent over rows with a barbell & weight. After racking my weight one of the employees came up to me & said “quit slamming the weight”. Well during my lift I am not dropping the weight & when I re-rack my weight I was not being unreasonably rough on the weight. So I laughed & told the employee “I got you but I wasn’t slamming my weight”. The employee then proceeded to try & argue with me about what he saw. I then told him “I’m not even having this discussion with you sir. I got you but I’m not arguing with you so please leave me alone”. He then walked away & I continued to workout. Then another employee comes up to me to talk to me about the same incident and before she could say anything I said “look I’m not going to argue with you guys about this. I told the other guy I got yall but I’m not here to argue about what happened.” She then proceeded to keep pushing the issue & I told her I wasn’t going to argue with her & for her to leave me alone. Once she walked away two more male employees came up to me (still messing with me about the first incident. I was not continuously dropping weight. I kept being pushed over one incident) & at this point I’m pretty upset because I keep being messed with after I’ve told everyone I wasn’t going to do it but I wasn’t going to argue with anyone & they kept pushing me. These two employees came & before they could say anything I told them I’m not arguing about this, I don’t come in this gym to cause any issues & I wanted to be left alone. I told them it was the end of the discussion and they wouldn’t hear a peep from me again then one of the employees by the name of “zeke” told me verbatim “it’s my gym, if I want to talk to you I will”. I was upset at this point & don’t remember the exact words that were said but he actually threatened me & I said I wasn’t the one to be threatened & he said “me neither”. I never gave a threat. He then physically pushed me

• Initial Complaint

  Date:05/13/2024

  Type:Billing 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.

  Hello
  My husband and I signed up for MAX fitness and we went two or three times before my husband lost his job and we had extra bills. So life circumstances. When we signed up, we were told nothing about the cancellation policy. The contract was not explained. The **** was shoved in our faces to sign after the “manager” went over the contract with us. He then encouraged us to join their PUSH class which we were excited for change so we signed up for it. Shortly after this time, as I said, we fell on hard times economically. I reached out to the manager and he refused to answer my phone calls and texts. I then emailed the account personnel and in efforts to not disclose information, I simply told them that we could not afford payments anymore, that we would like to keep the regular payments, but the PUSH class was out of our budget. They told me that I needed to bring in doctors notes to cancel which was crazy because that would mean I needed to lie to my doctor to get out of a gym membership class. They then lied and told me the most I could do was hold the account for 3 months still with a doctors note per my contract. I asked for my contract and I challenged that because it was not on the contract and then they granted us 3 months but said they would hold that class and the gym membership. Mind you we said that we wanted to still attend the gym. Those months our situation didn’t get better and they made no type of effort to help the situation. They then sent our accounts to collections for almost $4000. Now this collection agency is calling me basically every day and pressuring me to take out a loan to pay for the balance which I do not feel comfortable with because we already have loans and debt to deal with and this one didn’t need to be one. I called them several times before this and the manager refused to speak to me and return calls. The accounts person was just cold and I accommodating. It’s a shame because we wanted to still be a part of this gym.

• Initial Complaint

  Date:03/25/2024

  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.

  It was brought to my attention on 3/20/24, that our family account was past due 3 months. I only learned of this information, because my daughter was told this upon entering the gym. In December, my daughter verbally communicated with the front desk personnel to place our account on hold since she was returning back to college. Apparently, this information was not cascaded to the appropriate party. No one uses the membership other than our daughter. No use of the gym occurred during this period. In turn, I requested the membership be cancelled and the fees be credited. I was not aware we were being charged month after month with no active payment method on file. I have received no communication on the matter. Apparently, an automated system was used to contact my husband only. He received 1 call and said he would update the payment method and apparently forgot. I dispute the alleged 40 calls or attempts to contact him. We do not answer calls from an unknown number. No calls were received from Max Fitness WR. Furthermore I was asked to provide a good ****** review in exchange for management removing late fees of $45.00. I told them I would not be providing a positive ****** review in exchange for this bribe.
  I tried to handle this request with the front desk personnel, to no avail and via email to **********************. As of today, my husband has been turned over to collections. I definitely feel this situation could have been handled differently in a more customer friendly manner. I do not trust this business, their business practices, or their management team.

  Business Response

  Date: 04/24/2024

  Mrs. *********’s letter states that it wasn’t brought to her
  attention that the family membership was overdue/late until 3/20/24 and that she
  only learned of this situation because of her daughter checking into the club
  on that date. I believe this to be true since our policy is to only contact the
  primary member who joined the family up. The primary member listed on the
  membership is ******* *********. I believe this is Mrs. *********’s husband. I
  will attach all of the emails, calls and text sent out on our behalf before the
  system automatically turns someone over to 3rd party collections.
  Mrs. ********* also states that her daughter verbally communicated with the
  front desk personnel to place the account on hold since she was returning back
  to college. The front desk is trained to communicate to all members that they
  cannot handle any changes to memberships at the front desk. The front desk is
  instructed to share our club policy informing members that any request to have a
  membership change such as holds/freezes/cancellations to their account are referred
  to our club email address **********************  which has been our policy for years. This
  allows a transparent way for both the customer and the club to have written communication,
  documentation and confirmation of any of the processes requested. Mrs.
  ********* also states that no one uses the club other than their daughter. I
  wish this would have been communicated to us prior to this situation because
  the membership could have been downgraded to only the daughter having a
  membership.  The membership clearly
  states that the membership continues on a month-to-month basis until cancelled.
   The membership wasn’t cancelled so it
  continued. Mrs. ********* states that she has not received any communication on
  the matter. Once again, I want to share that our system shows ******* *********
  as being the primary member/ the responsible account holder on the agreement.
  This means that he would be the only person that would have been
  reached out to regarding billing issues. Our system shows the first
  attempt to collect on the past due balance was by text on January 2nd,
  2024. Then an email delivered on January 4th, for a Past Due
  Notification. Then a call on January 5th, which got a voice mail, so
  a message was left. There was a total of 12 SMS texts sent regarding the past
  due balance, 9 emails delivered regarding the past due balance and 12 phone calls
  made with voice mail answering and voice messages being left except for the
  phone call made on 2/5/24 when the recipient picked up and disconnected the
  call. Please see the excel attachment. I’m not sure what else could have been
  done to let the responsible member know of the past due balance.

  After speaking
  with you on March 20th, the Assistant Manager documented the
  conversation:
  On Wednesday March 20th, Mrs. *********’s daughter came into
  the gym to work out. The front desk stopped her because of the past due balance
  on the account and asked her to please inform the responsible member of
  the family membership that it was past due. She then called her mother, Mrs.
  *********, and I spoke with her. She was refusing to pay the past
  due balance and wanted to know why she was not made aware of the past
  due balance. I explained to her that we reached out to her husband
  *******, who is the responsible member of the family plan, multiple times
  through different sources. With no luck of him paying,
  the balance was 88 days past due. I offered to waive her late fees
  and also offered to remove a monthly payment for her in hopes of
  helping the situation; Mrs. ********* laughed at my offer. I then explained to her
  that after 90 days of non-payment the account would automatically be
  transferred to third party collections and that if she
  wanted to bypass that, she would need to act fast. I then gave her the
  email address we use for billing, freezes, cancellations, etc and told her to
  email in ASAP to prevent the account from going to collections.

  Follow up note: Unfortunately, Mrs. ********* put off
  emailing in until after the account had gone to collections.
  The account was automatically turned over at 1:08AM on 3/22/24. Please note
  that we did not receive an email from Mrs. ********* until 2:22PM on 3/22/24. I
  will also attach the email correspondence we have on March 22… 

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the businesses efforts to collect monthly and late fees was ineffective and unethical. If the “member” was not responsive, the calls should have been directed to another adult member on the plan. Furthermore, I do not engage in the practice of bribery. I was only offered late fee removal if I posted a “good” ****** review of Max Fitness. A male manager relayed this information to a female worker, who then relayed his response to me. I did laugh, because I could not believe I was asked to engage in bribery by a business. This is not an ethical or normal practice for a reputable business.  Additionally, my daughter did communicate with one member of your team to put the membership on hold when she was returning to college. She was not asked to email her request.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:06/02/2023

  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.

  I was stationed in ****** ****** ** ******** orders in 2022 when I signed up for a gym membership in January, i received orders to another state in April so I went with a copy of my orders to the gym to cancel my membership and they said I was good to go. In September 2022 I received notice from a debt collection agency stating I owed $656 to the gym from an unpaid contract. After contacting the gym and them promising to fix it, after 9 months they still haven't resolved the issues and it has damaged my credit.

  Business Response

  Date: 06/06/2023

  After researching this member's complaint it looks like the orders were not sent to us until September 9th via email. This made the account deliquent by 5 months. Memberships that are in a deliquent status have to be paid to date to proceed with cancellation. The Front Desk Manager that was processing this information is no longer employeed by the company so i have no recorse except to go by the email threads that we have. As far as resolution I have personally reached out to our 3rd party collection company and requested that they remove this member from collections and they have already put him in a deletion status for his credit reporting. They informed me that the members account has been pulled and the deletion status will be turned in this Friday or next Monday at the latest. It generally takes a minimum of 30 days once reported for the removal to show up on credit reports. 

  Business Response

  Date: 06/06/2023

  After researching this member's complaint it looks like the orders were not sent to us until September 9th via email. This made the account deliquent by 5 months. Memberships that are in a deliquent status have to be paid to date to proceed with cancellation. The Front Desk Manager that was processing this information is no longer employeed by the company so i have no recorse except to go by the email threads that we have. As far as resolution I have personally reached out to our 3rd party collection company and requested that they remove this member from collections and they have already put him in a deletion status for his credit reporting. They informed me that the members account has been pulled and the deletion status will be turned in this Friday or next Monday at the latest. It generally takes a minimum of 30 days once reported for the removal to show up on credit reports. 

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  me and my wife signed up for gym membership.
  we used it 2 times and noticed we were paying for it as it was autopay.
  after 5 to 6 months we finally reached out to cancel and was advised we were in a contract and couldn't cancel.
  "when signing up we were advised that it was not a commitment."
  the person told us what we needed to hear to simply have us sign up.. mislead us..
  besides the fact we kindly asked to cancel as me and my wife both developed health issues not allowing us to use the gym.
  
  we advised the rep and she said that it could still be canceled because of medical.
  they wanted a letter which I believe is a complete invasion of me nd my wife's medical privacy.
  having the Dr write a letter would basically disclose the private medical condition we have because of the type of Dr.
  the Dr actually stated when we discussed this with them that it's protected by Hippa and that we do not have to provide them anything.
  
  due to the nature of this business and the ties it has to people I work with as they have
  friends that are friends with my employer .
  I shouldn't have to risk me or my wife's medical privacy for a "GYM".
  
  to rewind I emailed with tracking a cease and desist letter signed by a witness to stop and cancel accounts and any future payments.
  
  a month or 2 goes by and I received over 12 phone calls while at work in 1 day. I asked them to stop calling me but was met with threats of this going on my credit and collections.
  
  I started responding in email and was met with I am harrasing them and saying that I was threating them when I was only responding to them and their threats of burning my credit and collections for a service I was no longer using and had already paid for months and only used twice the whole time having it.
  
  my resolution requested before filing a complaint thru the CFPB and ftc would be to cancel the account from the original date requested and to remove the collections and do not file on my credit.
  most importantly a apology.

  Business Response

  Date: 02/21/2023

  Consumer has informed BBB company has resolved

  Customer Answer

  Date: 02/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I have spoken with the manager after months of issues and he is correcting the issue
  
  
  
  Sincerely,
  
  
  
  ****** ****