Complaints

This profile includes complaints for Lighthouse Fitness Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lighthouse Fitness Management

  2295 Towne Lake Pkwy Ste 116-230 Woodstock, GA 30189-5520

• 

  Lighthouse Fitness Management

  15575 SW Sequoia Pkwy Ste 100 Portland, OR 97224-7195

• 

  Lighthouse Fitness Management

  1212 Highway 35 N Benton, AR 72019-2328

• 

  Lighthouse Fitness Management

  5045 River Rd N Keizer, OR 97303-5398

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:10/20/2022

  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.

  I contracted with this company in August 2021 through a new gym that was just opening. The trainers were good but it was a constant revolving door of them. I have tried to cancel this account since May of 2022. The website is inaccessible to me. I keep gettting the calls for payment and they have continued to add up fees. Every time someone has called me It is the standard answer of, " We can't help you and go to the website to cancel. I keep getting an error message on the website and my emails go unanswered I have emailed and called but never resolution. I called today again trying to cancel and was informed they have sent the account to collections . I feel that this is a scam and they make it impossible to you to cancel so they can continue to charge you for services you don't use..

• Initial Complaint

  Date:09/27/2022

  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.

  We had 1 training session. The second scheduled session we arrived, trainer did not. Did not receive text, email, or call. The lack of notice we feel is reason to terminate contract as not showing up for training as a trainer kind of defeats the session. When address with company was approached with termination fee of $432. We have already paid $649 for 1 30 minute training session where 3 exercises were shown & trainer intermittently left. We have found this a less than professional way to operate and not worthy of more money. $632 for 30 minutes seems more than fair as trainer breached their portion of our contract.

  Business Response

  Date: 09/28/2022

  We have been in regular correspondence with this member and advised available options. We explained if a session was missed with less than 24 hours notice, we would add a free session per occurrence as provided for in the signed agreement. The member provided the ************* they allege a session was missed and we have added a free session as provided for in the agreement. We have received feedback that the member has in fact been cancelling sessions the day of and has threatened Lighthouse staff at the facility. We have informed the member this threatening behavior will not be tolerated. All sessions the member has paid for are available for use- we have explained the client may schedule at any time they desire and have offered scheduling assistance. If the member would like to cancel their agreement prior to completion of the initial term, they may do so through the early termination process mutually agreed upon in the signed agreement. 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18138869
  
  I am rejecting this response because:

  I have received one email, I have not threatened staff. Email is attached. Have requested termination of contract d/t trainer no call, no show being less than professional & off putting. I had to locate contact info as unsure website contact (suggested by training staff) did not appear to send. Have requested via my initiating contact via email again today to continue cancellation but as of now its $449 sign up, $200 from account, $432 to initiate termination & $200 for an additional month totaling over $1000 for 1 30 minute session. Would appreciate at the very least an email stating they will cancel & that email was received. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/28/2022

  We have added the free session provided for in the agreement and have made multiple attempts to assist the member with scheduling. If they would like to cancel the agreement early, they may do so through the process mutually agreed upon, detailed in multiple correspondences to the member, and detailed in our prior response. All services the member has paid for are available for their use- if they choose not to utilize the services, that is their prerogative, but the terms of the agreement remain clear on cancellation processes. 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18138869
  
  I am rejecting this response because:

  we have no idea how to cancel as we have no copy of contract. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/29/2022

  We have clearly communicated the early termination process as detailed in the agreement and all methods of contact are clearly defined in the signed agreement. The member has been responded to on 4 separate occasions and has kept an ongoing dialogue on the matter. Any claims that they are unable to reach the business, have not been responded to, or have not been provided the available options for cancellation are patently and demonstrably untrue. If the member would like to proceed with the early termination of the agreement, they simply need to respond to the ongoing e-mail thread authorizing payment of the early termination fee and we will do so to begin the notice period. 

   

• 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.

  I signed up for a one year contract on 5/18/2022. The salesperson lied to me and said that I could cancel at any time, and that it would take two weeks to finalize. When I tried to cancel a few weeks later because I wasn't satisfied with the service, I was informed that it wasn't possible unless I paid an exorbitant fee of $432. My trainers have been useless, either working me out so hard that I can't walk for a week, or being so ineffective that I made no progress. I'd like to be let out of the contract without paying the fee, and it would be great if I could be refunded the last two months as I haven't been using the service. I wouldn't have signed up had I been told the truth about not being able to stop the service without a huge fee. They have been incredibly deceitful.

  Business Response

  Date: 09/28/2022

  We have extensively corresponded with the member to address their requests and have received their approval to commence cancellation of the agreement. All terms of the agreement including the term, monthly payments, total of payments, and all cancellation processes are clearly defined in the signed agreement which was available for review prior to entering into the agreement. A carbon copy was also available to the member directly at the time of sale- the policies are clearly detailed in black and white and no deception has occurred. The member has responded that they would like to proceed with the early termination process and the matter is in progress once the past due balance is brought current. 

• Initial Complaint

  Date:09/12/2022

  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.

  I went in for the free session that is offered with 10 gym. When I went in I met with ****. After working out he proposed to me light house fitness services. I told him that I should not make financial agreements without my husband. He began to give me a sales pitch to say does your husband not want you to be healthy!?! I said I just should not make decisions without him! So after many times of telling him for over an hour of saying no. I did sign up for the services. I paid $150. I went home and had a discussion with my husband and immediately sent in online a message telling them I did not want their services. I did not hear nothing back. So when I went in to speak with who I thought was going to be **** really ended up being ***! As **** was no longer there. I told *** that I had rescinded the contract online as **** had instructed me to do if I decided not to continue. *** said just let me show you some things. He did show me some things even after I told him several times that I rescinded! When asked what happened to **** he said oh he was in training and knew he was not going to be at the owasso location. I really hate that there was blatant lies! I hate that **** instructed me wrong on how to rescind my contract! I have already paid the$150. I was to pay $100 a month for 6 months and when they did not respond to my rescind notice I cancelled that form of payment! It was not until they could not get more money that they contacted me. I told them again that I rescinded. I wish to not to business with them no further! They have employees that pressure you for over an hour to buy services. I was there for well over an hour after my free session! **** accused my husband of not wanting me to get healthy because I wanted it to be a mutual agreement! He was very degrading to myself and my husband! I will not be returning to them not now or in the future! I am not seeking a refund of the $150. I just want them to honor what their employee told me. rescind online

  Business Response

  Date: 09/28/2022

  We have extensively corresponded with this member and requested a copy of the certified mail receipt of the rescission request alleged as we did not receive any request through the methods defined in the agreement. The member has been informed of the available courses of action to remedy the matter and all services the member has paid for are available for use. If the member did in fact request to rescind the agreement within the defined period through the avenues detailed in the agreement, we simply need a papertrail, certified mail receipt, or e-mail receipt of the request. This has been requested from the member on multiple occasions and has yet to be provided; if the member would like to cancel the agreement without documentation of a rescission request, we have also provided the options available for cancellation. The most recent correspondence with the member is copied below; we have made all efforts to facilitate the members request, but do need evidence that a rescission request occurred prior to expiration of the rescission period.

   

  *****-
  
  
     As requested in all prior correspondence, if you sent a written request to rescind the agreement as directed in the signed agreement, please send us documentation of the request and we will be happy to review.  If you are unable to provide this documentation and would like to cancel the agreement early, you can do so through the early termination process mutually agreed upon and detailed in our initial response.
  
  
  Thank you!
  
  
  Lighthouse Fitness Management
  
  
  
  
  
  *************************, Sep 13, 10:08 PM
  
  
  to me
  
  
  
  
  
  
  As I told you your employee told me to do it online! I did so but I will make it a priority to do it in the mail tomorrow! Its such a sad situation that your employees are truthful/honest about your contracts! As I should of done some more research on your company! I would have seen all your bad reviews with the BBB! All your contracts of you not standing by your side of it. Numerous people told one thing and the truth was not told! I am sorry that you have to employ people such as **** that did not tell the truth! Maybe you should think about better training for your employees! It seems to be a leading cause of miscommunication! I will have a state tomorrow in the mail! I have asked the BBB for no more communication with your company! I will respond more tomorrow when I send a certified letter to your company address! Misinformation seems to be a leading cause of your issues! I am referring to many and various complaints on the BBB! I will get this settled! A.S.A.P! Again my phone number is ************ you may contact me this way!
  
  
  Sent from Yahoo Mail for iPhone
  
  
  
  
  
  Wed, Sep 14, 9:10 PM
  
  
  
  
  
  
  
  
  *****-
  
  
      All method of contact are clearly detailed in the signed agreement and we have repeatedly requested documentation of any prior request within the rescission period; if you submitted a request online, you would have received a confirmation of receipt which you can provide us. At this point, the rescission period is expired and the early termination fee would need to be paid to begin the 30 day notice period- there is no need to send a letter at this address as we have already received your request and advised available processes We will be happy to provide the BBB with the signed agreement and the information we have requested from you to confirm a rescission request; they are a consumer reporting agency and do not dictate policies or require processes contrary to the terms of the agreement which were mutually agreed upon. If a written request to rescind was provided online, please send us the confirmation e-mail which would have been sent upon any request or the certified mail receipt of the request. If no written request occurred and can be documented, we have detailed the process to cancel the agreement. 
  
  
  Thank you!
  
  
  Lighthouse Fitness Management

• Initial Complaint

  Date:09/06/2022

  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.

  Light house fitness is a joke. I have only agreed to try a a small trial and not a full contract with this company I cancelled that the day after I came in. They repeatedly take out money from my account which I need. I dont even go to their gym every time I try and talk to someone interesting no one is ever available to call me or email me. The calls go to 10gym and they tell us they are separate. I want my account cancelled and all i get is la go to the website and cancel. There isnt an option! Im about to close my bank account for them to get the messsge.

  Business Response

  Date: 09/28/2022

  All terms of the agreement including the term of the program, monthly payments, total of payments, and all cancellation processes are explicitly defined along with all method of contact. We have received the member's request to cancel the agreement early and have advised the available process as agreed upon in the signed agreement. The member has received prompt responses to all inquiries and has experienced no difficulty in processing his request. If the member would like us to process the past due balance so the account is eligible for cancellation, we invite them to respond to our most recent correspondence and advise. 

• Initial Complaint

  Date:08/17/2022

  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.

  On 8/2/2022 I signed up for a personal trainer through lighthouse fitness management in ten gym. On August 7 I went to the gym to cancel my subscription. Due to the fact I had to take a job in rural *****. I am a traveling and emergency response nurse. I sent the lease and a letter certified to the address provided. We have been going back and forth since the 7th. Which was before my first payment and explained to them that I didnt not have to change my identification while traveling due to the fact Im a contract nurse . They are still trying to charge me the monthly fee and the cancellation fee in which they prolonged. I have only use there services twice the number that is listed isnt real and they only communicate during email. I am willing to pay the cancellation fee but Im not paying a monthly fee on top. Especially when Im well within the guidelines of the contract of moving 30 miles away. I am seeking legal counsel because I have tried with this organization.

  Business Response

  Date: 08/18/2022

  We have extensively corresponded with this member and advised the available process for relocation cancellation as defined in the agreement. We have requested a copy of an updated state issued ID as expressly defined in the terms of the signed agreement (attached) along with a lease/mortgage agreement confirming permanent residence at the address. This is the process for relocation cancellation that is clearly defined in writing in the signed agreement- available to the member prior to entering into the agreement and a carbon copy provided to them. If the member would like to cancel the agreement without providing the documentation agreed upon, they are welcome to do so through the early termination process which has also been explained to the member several times. If the member would like to provide the requested documentation to substantiate permanent ************* defined in the signed agreement, we will be more than happy to review. If the member would like to cancel without this documentation, they simply need to notify us they would like to proceed with the early termination process as defined in the signed agreement.

• Initial Complaint

  Date:08/12/2022

  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.

  When I initially signed up through one of the operating names of this company, Redwood PT, for this in February, certain expectations were laid out by me to the district manager that signed me up, and he agreed to those expectations. I was not getting what I had signed up for, and attempted to go through all necessary steps to cancel after a few months and realizing that this wasn't for me and I wasn't getting out of this what I had expected.I initially went to gym (Crunch Fitness in *********, **) and asked to speak to PT manager, he was not in or available, and front desk employee instructed me to visit website and use "contact us" form to initiate the process. I did that. I left my business card so I could be contacted if necessary. No resolution. I called the number I have for the district manager, left a voice mail, and did not receive a call back. No resolution. Used the "contact us" form on website several more times, no contact, no resolution. There's a number listed on the website, does not work. I am requesting a refund of $390, account to be brought current, and canceled.

  Business Response

  Date: 08/22/2022

  Thanks for bringing this to our attention- any claims the member has been unable to contact us or has not received a response are demonstrably false. All methods of communication are expressly defined in the signed agreement and we have promptly responded to all of the member's correspondence to date. The member did not respond to our response outlining the process for early termination as mutually agreed in the signed agreement and the account did default as defined in the signed agreement. We have notified the member of all of these details and have provided them with the contact information to address the defaulted account.

   

  Fri, Aug 12, 8:56 PM (10 days ago)
  
  
  to stuartdransom
  
  
  
  
  
  
  ******-
  
  
      See the response below sent to your previous email- no further correspondence was received from you through the methods defined in the agreement. We see that you have noted your internal Club Ready account- this is for information purposes only and does not notify us of notations- as such, it is not outlined as a method of contact in the signed agreement. As no early termination fee was paid to cancel the agreement early and authorized payments remained outstanding, it did default for non-payment and go to collections. . At this time, any question will need to be directed to ******************* as they are in possession of the account.
  
  
  Operations AFH <******************> Mon, May 16, 5:49 PM
  
  
  to *************
  
  
  
  
  
  
  ******-
  
  
       Thank you for reaching out to us! If you would like to cancel your agreement early, you may choose to pay an early termination fee of $777.60 and any payment due within 30 days of paying the early termination fee would be the final payment due on the account. Please let us know if you would like us to process the early termination fee to begin the 30 day notice! 
  
  
  Thank you!
  
  
  Redwood Personal Training
  

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair 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.

  On July 28th 2022, I purchased a 12 month term agreement to receive private training twice a week for 3o minute sessions at Golds Gym on ********** in ***********, ** under the management of lighthouse fitness management. After some texts and re reading my contract, I want to cancel my payments. I want the company to contact me before the next payment date otherwise l will not pay as I see many reviews are about not enough communication from the company. Businesses need to uphold their moral standards and not take advantage of customers. I don't recommend this business. This is also a file to make record that on this date, August 11 2022, I have sent a message via their website to cancel my membership.

  Business Response

  Date: 08/22/2022

  Thanks for reaching out to us; any claims that the member has been unable to reach us to address the account are patently false and all relevant details agreed upon are expressly detailed in the signed agreement. The member reached out to us on August 11th requesting early termination of her agreement and received a response on the same business day. The member did authorize payment of the early termination fee and was informed this was processed and advised of the final payment date within the 30 day notice. All services the member has paid for are available for use for 4 months after the final payment made as detailed in the agreement. This matter has been directly addressed with the member in a timely manner and nothing unethical or outside of the agreed terms has occured.

  Customer Answer

  Date: 08/23/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2022

  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.

  I signed up with Lighthouse fitness for personal training through ****************** ***.When I joined I was told I had to sign up for a minimum of 12 months.I told the trainer who signed my contract I May move states within that time.I was advised I could cancel if that occurred.I have moved to ****** ***** 2 months ago and have been contacting lighthouse fitness to cancel.I have provided my residential lease and state registration papers with my current ***** address.Lighthouse continues to try to charge my account and is charging late fees.

  Business Response

  Date: 08/15/2022

  Thanks for reaching out to us! The details for relocation cancellation are expressly defined in the signed agreement available to the member at the time of sale, a carbon copy available for their records, and have been explained to the member in multiple email correspondence. In order to process a relocation cancellation, the member may provide an updated state issued ID and updated lease/mortgage agreement reflecting permanent residence outside the radius of active Lighthouse location as defined in the signed agreement. To date, the member has not provided an updated ID reflecting the address reflected on the lease agreement and as such, has not qualified for relocation cancellation as defined in the signed agreement. If the member would like further review, they simply need to send up a copy of the updated ID along with the lease agreement as has been requested several times. 

• Initial Complaint

  Date:08/02/2022

  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.

  I do not know how Lighthouse Fitness Management received my personal information without my authorization or knowledge. I was contacted by some phone number by text regarding a free consultation. This text never made it clear that this was a separate party and it was very much using Gold's Gym as the company. I went in for the free consultation because I work 80 hours a week all 7 days. I assumed that since this was a free consultation from what appeared to be Gold's Gym. I was going in to ask advice on how to find time to make it to the gym with these crazy hours. I was looking for the free consultation advice that was indicated in the text messages.When I got there, there was never any information about any kind of contract or plan and it was very much following along the free consultation. Near the end of the consultation, the agent started filling out paper work and stated this was a recap of our constitution.After he had filled the paper work out and had me sign the recap, he asked for my credit card info to put on the account. After he had all my card information in the system, he asked provided me with different plans and he circled one that he advised would work best with my schedule.It was at this point that he had charged my card and then went over the plan details. I was never told this was a contract or any of the cancellation procedures.The next day I saw the charge on my card and disputed it with my bank. They advised me to reach out to the company and they provided me a phone number that was disconnected. I tried googling and calling ****'s Gym to get contact information for this party, but never received any contact information, cancellation information or that what I had signed was a contract and not a free consultation recap of what we had gone over during the meeting.I have been trying to get in touch with Lighthouse Fitness Management since May 2022, and have still received any responses from them.

  Business Response

  Date: 08/15/2022

  Thank you for reaching out to us! All details of the agreement, including the term of the agreement, monthly payments, total of payments, rescission dates and processes, cancellation processes, and methods of contact are expressly defined in the agreement available to the member prior to entering into the agreement and a carbon copy available to the member. These details are transparently available and any allegation of impropriety or non-disclosure are factually not supported. We did not receive any written rescission request from the member, whether through certified mail or through our website as both are detailed in the signed agreement; we requested any such documentation from the member and did not receive any verification of a rescission request. The statement that the member has not received any response to his complaints is demonstrably untrue- the member has corresponded with our **************** team multiple times as copied below. We have provided the early termination process mutually agreed upon by the member in several e-mails- the member did not respond request to proceed with this process. At this time, the account has defaulted for non-payment and any questions would need to be directed to the 3rd party in possession of the account as defined in the signed agreement.

   

   JUN 2nd : 9:36 AM : Email SENT : added by : Admin Admin (Billing) :
  ****-     Thanks for following up with us; all details of the agreement, including the term, monthly payments, total of payments, right of rescission and early termination processes are defined in the signed agreement, which we have attached. If you did not provide a written rescission request within the 3 day period outlined in the signed agreement and would like to cancel, the past due balance of $280 would need to be brought current and you may choose to pay the early termination fee defined in the agreement of $604.80 to begin the 30 day notice to cancel. Please let us know how you would like to proceed.  Thank you!
   JUN 2nd : 9:35 AM : Email RECEIVED : added by : Admin Admin (Billing) :
  I am very confused. I was never given any paperwork or any information regarding the fees and services. I was basically asked to give my credit card and then after the form was signed he charged my card. I was never advised that I was getting an agreement or anything like that. I had gone in for a free consultation and the paper work I was given had different facts about work outs, diet and we mainly talked about my busy schedule and then the next thing I know I'm being billed. The sales pitch was not a sales pitch and the agreement was nothing more than me signing paper work saying I came in for the free insult and we talked about the above information. I never signed any application or agreement. Only a summary of the free consultation.
   JUN 1st : 9:09 AM : Email SENT : added by : Admin Admin (Billing) :
  ****-     Thanks for reaching out to us! We do not have record of any written rescission request provided within the period defined in the agreement, so it is currently active and past due. If you submitted a written request to rescind the agreement, please send us a copy of the certified mail receipt or e-mail receipt of the request and we will be happy to review! Thank you!

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17659755
  
  I am rejecting this response because: I still have not been giving the simple address or website in which to go about cancelling this or to rescind this.

  I have been working 7 days a week 80 hours and I do not have time for anything outside of work. I have not been able to locate any of the emails that have been sent to me as well.

  If there is a website or a mailing address for me to send all the info to I am more than happy to send it in. I am still confused about how this became an agreement and is more than a recap to the free consultation that I received. There was never any information provided during the free consultation that determined this was a contract for services in which it was known I did not have the time to use.

  The gym closes by the time I get off work for the day on every day of the week, since it was known I worked 7 days a week and 80 hours during the free consultation. I am not sure why this was not documented in the notes from our free consultation.

  There was never any scheduled time slots that matched my schedule for these services, so it's very upsetting and frustrating that despite these facts, the free consultation somehow turned into an agreement and a contract.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/28/2022

  All methods of contact are clearly defined in the signed agreement and the member has been repeatedly advised of the options available for cancellation. Any statement that the member cannot reach the company is patently and demonstrably false as we have had extensive correspondence with the member. We have copied our response below which was provided to the ********* Attorney General in regard to this matter; they have also communicated this to the member- any statements he cannot reach us are willingly false statements. 

   

  Operations AFH <******************> Wed, Sep 14, 11:52 AM
  
  
  to *******.******, *******, ****, me
  
  
  
  
  
  
  ****************-
  
  
      Good morning! I just left you a voicemail with my information regarding this complaint. We have had extensive correspondence with since 5/31/2022 ************** as copied below- his allegation that he has been unable to reach us to address this matter is demonstrably untrue. We requested documentation of a written request to rescind the agreement from the member initially so we could assist in case something was lost. The member was unable to provide any documentation of a rescission request and was provided a copy of his signed agreement and the early termination process was detailed. Additionally, the area supervisor did reach out to the member several times to attempt to contact when the member missed his scheduled sessions which also went unresponded to- we have attached a copy of this conversation as well as the signed agreement. 
  
  
        All terms of the agreement are clearly defined and comply with all ** statutes in the signed agreement available to the member prior to entering into the agreement and a carbon copy physically attached to the signed agreement for the member's records. We have promptly responded to all inquiries from the member as documented below and we have requested documentation of any request to rescind. As none has been provided and the member chose to file a payment dispute with his bank despite the documentation on hand, the account was past due and the member was notified of the delinquency no less than 1 time per week by phone and e-mail until the account defaulted over ******************************* the agreement. We have also provided the BBB with all of this information and documentation- they determined nothing improper occurred and the terms of the agreement speak for themself. If the member can provide documentation of a request to rescind the agreement as we have inquired several times, we will be more than happy to review and honor the request if valid. Several claims in the member's complaint are factually untrue and demonstrated as such through the documentation we have attached. Please let us know what further information would be helpful in order to resolve this matter.
  
  
  
  
  Thank you!

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 17659755
  
  I am rejecting this response because the business has repeatedly lied about providing me with their address on where to send a cancellation letter. Please see the above pictures of the 3 pages I have been given by the business.

   

  I believe there should be a 4th page and that might have the address on it. I am not sure why the business refuses to provide me with their address for a letter to be sent. They have dragged their feet and released stated that, "the address is clearly stated in the written form given to the member.".

  The above screenshots are the only letter given by the business and clearly there are no addresses other than my own listed. Please see attached. If I am missing a page I would appreciate them providing me with a copy, so I can send in this cancellation letter that I have been trying to send since 5/1/2022.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/29/2022

  We have clearly detailed all relevant information to this member and the state attorney general has also communicated with the member. No written request to rescind the agreement was provided within the defined period and no documentation of any such request provided. No early termination fee was paid to cancel the agreement early; the member was informed available options for cancellation in no less than 10 individual pieces of correspondence. The member chose not to pursue early termination of the agreement under the terms of the agreement and chose not to pay the monthly payments mutually agreed upon. The company has made all reasonable efforts to assist the member and this has been confirmed by the state attorney general. The member has made multiple false statements and representations over the course of this matter and we have clearly and transparently communicated the options available to the member.