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:04/19/2024

  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.

  I joined the gym for a year, and it was my fourth time of coming here and the manager and his buddies were aggressively staring at me and whispering. It made it very uncomfortable to be there. So I decided to just not go back. I didn't try and cancel, I paid every month until the year was up. I called many times to speak with the manager to cancel. He has never called me back, they continue to take money from my account. The email I finally received after months of trying to get a hold of their manager. I have to jump through all these hoops. They ran me out of there and all I am trying to do is stop them from taking money from my account.

  Business Response

  Date: 04/30/2024

  ****** called a few weeks ago and very aggressively demanded to speak to the manager. I did take his call and he immediately accused me of the things he wrote here, saying me and my buddies take illegal drugs, and threatened him so as he felt unsafe coming here. There is no evidence of such, and I do not understand any reason we would have to single him out over hundreds of other people that come every single day. I personally do not remember his name or face, and neither do any of my so called "steroid buddies". This reeks of personal insecurity, and is completely unfounded. I'm confident dozens and dozens of regulars would vouch for my professionalism and politeness. 

  As far as his membership is concerned, if he requested cancellation, we have a standard and legally binding system that everyone follows. The staff is all very familiar with it, and has scripts to follow. If ****** had simply followed the procedure, everything would be in writing, and it would have gone through easily and without hassle to either party. Instead he refuses to do what he was informed, and although he accuses us of not returning his calls, I do not recall having any messages or callback requests from him. It is not impossible that they got misplaced, but in general the staff is very well organized and leaves detailed messages for matters that need a supervisors attention. 

  At the time of this writing, ****** has still not followed the cancellation instruction provided him. As an additional note, while he will deny it now, on the phone he explicitly stated that "You (meaning me the manager) would care if it was just me and him outside in the parking lot" and has left a negative ****** review saying that I am a "Thug". 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21597423
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/04/2023

  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.

  Multiple dates , the owner is EXTREMELY demeaning and disrespectful and only hires underage girls to work his desk. I have heard from multiple underage girls (my little sisters friends) that he has stalked them both on the phone, internet AND in person at the gym.Now, speaking of business, I have never in my life encountered a more poorly managed gym in my life. They wont let you cancel your membership. I have been trying to cancel for a full year, *** had major knee surgery, lost my best friend in an accidental death, changed careers etcevery SINGLE time I try to cancel they refuse . They tell me to fill a form and mail it, I do, charges keep posting to my account . I go in person where theyre sorry SORRY excuse for a manager doesnt even get up to speak to me . He hears me directly asking to speak to a manager and ignores me. I literally had to point my finger at him and ASK if he was the manager and told him he needed to help me resolve my issue . I didnt even ask fir a refund on the **** of fees I paid prior, I simply asked for a refund for the $43 for their so called improvement fees that I will not be benefitting from because i havent attended the gym in a year and its impossible to cancel . This business needs to be investigated for unfair and predatory practices, unsafe equipment , and sexual harassment . I have also filed a police report regarding the harassment of minors .

  Business Response

  Date: 01/12/2023

  We received your notice of a complaint in the mail, and we can say everything in this complaint is not only without basis, it is slanderous and libelous. The owner has absolutely never stalked or harassed any underage girls. There is no evidence of this whatsoever. All employees who work here are of age. In fact, she witnesses against herself unknowingly in that the owner lives in *****, and has for longer than the year she speaks of, which would very clearly make stalking of anyone in the gym impossible. Since ******* is lying about this, what other parts of her statement may be questioned?

  As far as canceling the membership, it is clearly written in plain english on our signed contract what our cancellation policy is. ******* perhaps forgot, so I will provide the facts here:

  1. She signed up through our online signup portal, so no salesperson or employee of the club can be at fault for not informing her at the time of sign up. 

  2. All employees are well versed in the written cancellation policy, and she has been informed of that on the phone no less than once, possibly more if she requested previously. 

  3. Our contract also clearly states that all membership dues are non refundable and that the dues are contractually obligated whether or not the customer chooses to use the membership.

  We have zero record of any attempt to cancel through the legally binding cancellation procedure, and if she did so according to the written rules and procedures in her contract, she would have evidence of such. If she can produce such evidence we will gladly refund any and all money owed and cancel the membership with a full apology. The procedure, which can be confirmed on the **** Attorney General's website is in place to protect her-the consumer-from the very predatory practices she accuses us of.

  When she did storm into the club after speaking with an employee who informed her of the written cancellation policy on the phone, I, the manager, was deeply involved in a conversation with a long time loyal customer in good standing. I did hear her ask for me, however I did not feel it polite or reasonable to turn back on someone I was already helping to address a clearly unreasonable person. When she very rudely forced her way in front of me and interrupted our conversation, I asked for a reason I am obligated to refund her dues. Please note I did not refuse, again, I asked for a good reason why I should. She was unable to provide any reason so I did not give the answer she wanted to hear.

  I have included a copy of her contract below for your reference, and hers. I trust everything will be found in order