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Business Profile

Fitness Center

YMCA of Greater Des Moines

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for YMCA of Greater Des Moines's headquarters and its corporate-owned locations. To view all corporate locations, see

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YMCA of Greater Des Moines has 7 locations, listed below.

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    Customer Complaints Summary

    • 3 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:07/15/2024

      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.
      I came in on July 2nd to set up a new membership I had had one years before and the website was not allowing me to set a new one up. The person who helped me did not update contact information or address on file. But did take payment. He told me I paid sign up fee and first month and that I would not be charged again until August. I then had to call back to the **** numerous times to try to get information updated on my account to be able to sign in online which I still cannot do. I realized 3 days later that unfortunately the **** was not going to work for what I needed it to be. There is not a **** near my homestead in ********************* the closest one is an hour and half away. So I came in on July 5th and canceled the account. I was told I would have access until August 13th. I was not told that my card would be charged again. And when I came in today I was argued with about their cancelation policy that if the account is not canceled within 15 days of the next payment that the account is charged again for the membership fee. Again when I signed up I had 2 individuals tell me I would not be charged until August for membership because I paid already the startup and first month. And now they are refusing to make it right. They have made my account go negative because of their false information. That I had them repeat more than once to me when I signed up!

    • Initial Complaint

      Date:02/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 pay a monthly upgrade fee to have access to a limited availability fitness center. Numerous others are receiving this service free of charge as the management does not adequately remedy the theft of this service by other members and their guests. The more people that utilize this limited availability service without paying for the service is diminishing the value.

      Business Response

      Date: 02/13/2024

      To: Better Business Bureau

      Thank you for providing the **** with the opportunity to respond to the complaint filed by one of our members. We appreciate the member's frustration that some individuals have, on occasion, gained unauthorized access to our ********************* a locker room with enhanced services that requires an additional monthly payment to access. Be assured that **** management shares this frustration; we know unauthorized use is not fair to members who pay extra for this service, and are working diligently to remedy the situation. Among other steps, we are in the process of hiring a locker room attendant for the ************** to provide additional services for members and prevent unauthorized use by those who haven't paid for the extra service. Management will reach out to the member who filed the complaint to explain the steps we are taking and seek feedback on how the * can create a better experience for ************** members. 

      Very truly yours, 

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

      Vice ********** ********* & Communications

      Customer Answer

      Date: 02/15/2024

       
      Complaint: 21255777

      I am rejecting this response because: this is the same generic response I have received from the **** for the past 2 years. Acknowledging a problem and providing an action plan, but no action is ever take.

      Sincerely,

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

    • Initial Complaint

      Date:09/02/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      In my I broke my hand so I canceled my membership. Three weeks ago I revived a bill stating I owed the **** money. I called and asked them why this was. They said someone didnt close my account originally. Then they pulled more money out of my account. I called tried to cancel again. The lady at the Walnut Creek **** refuses to now talk to me. She will not call me back. My accounts not canceled 9/1 they pulled more money a out of my account. I can not get anyone to call me back or help me with stop payment. This is the worst experience Ive ever had in my life. They are telling me Im a liar because they think Ive been using my account, and thats not true at all!

      Business Response

      Date: 09/15/2022

      This complaint was resolved the same day it was filed with the BBB. I spoke to the individual directly to resolve the issue.

       

      Thanks,

      Laure

    YMCA of Greater Des Moines is NOT a BBB Accredited Business.

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