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:05/03/2023

  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 purchased a 22 Class package from the Work Meridian fitness studio on 11/26/23 for $340. At the time, my wife and I told the staff that the sound level was high and sometimes painful. We were told the issue would be addressed, so I thought it would be ok. ****, one of the owners admitted that there had been other noise complaints.My wife stopped her monthly membership because she could not tolerate the excessive volume and had to pay an extra month due to their 30 day cancellation policy.The studio originally had a full wall of windows that provided natural sunlight, which I really liked. However, they painted all of the windows black because some of the instructors did not like the glare from them and this dramatically changed the environment. I would not have purchased a membership there if the windows had been blacked out when I joined.The CDC lists Fitness Classes as an activity that can cause hearing loss and provides information on safe levels and ways to measure it. ************************************************************************* I shared this information with them. I think the owners of this fitness club are being negligent by dismissing noise complaints and not taking actual sound measurements during their classes. They are likely causing damage to the hearing of their unsuspecting customers.I spoke with and corresponded with ***** and have attached our email correspondence. I think it was reasonable to request a pro-rated refund based upon classes attended in my package. ($340*14/22= $216.36) After initially refusing to provide any refund, she agreed to a lesser amount if they could charge my card more and then provide a refund back. This seems really convoluted and I dont trust them.Since I believe the sound levels are causing hearing damage and the environment has changed (blacked out windows) since I joined, I would like this issue resolved by sending me a check for $216.36 Thanks for your help.

  Business Response

  Date: 06/03/2023

  In reading the above complaint, there are multiple statements that are untrue and taken out of context. 

  1) We do not have a 30 day cancellation policy, it's a two week policy. We explained that to his wife, she had signed her membership agreement understanding this policy, she paid her final payment, and actually came to attend more classes despite "the loud noise". If it were as awful as he stated, why come back?

  2) The math is incorrect and you can see the attached email that ***** included to a more correct amount based on classes taken. 

  3) We have addressed music levels and asked for feedback from members who attend regularly. They are happy with levels, continue to come to class, and have expressed ZERO concerns of any issues even close to hearing loss. Safety is our top priority in our fitness studio. 

  4) We purchased ear plugs for the members to wear if needed. ***** used them, and walked back into class to finish his workout. If he was that concerned with "hearing loss", why would he stay? He's claiming hearing loss but voluntarily walked back into class. He has taken full classes each time he's attended. 

  Our package sales are non refundable. He made an informed decision after taking 5 FREE classes with us to then purchase a package of 20 classes, 2 free for a holiday promo were attached. Again, if it were that awful, why continue? Our brand hasn't changed since his 5 free classes were taken before purchasing his class package. We made a decision as a business to darken the windows so our staff would be able to see our clients move better watching for safety issues while not having to deal with a glare. 

  I have talked with our other owners and we have decided to not honor any refund for *****. He knew what he was purchasing after 5 free trials. We have put in due diligence for safety in all areas, and safety is our top priority. His opinion is just that. It's unfortunate it has come to this, but he is the only person who has raised any sort of complaint compared to the hundreds of people who have taken our classes. I wish he would have just emailed back and we could have easily come to a resolution on this matter. 

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20011960
  
  I am rejecting this response because: The business did not make any offer to resolve this issue.

  The statement that I took "five free classes" is factually untrue. I took one free promotional class then paid for a 1 week trial membership on 11/23/22 where I took the 4 additional classes. I have this receipt. Based upon assurances that the sound issue would be addressed, I purchased a 22 class promotional package. When I found the sound level to be intolerable and getting worse over time (including having a live DJ in one class), I made a reasonable offer asking them to pro-rate a refund based upon the 14 out of 22 classes that I did not use--which was rejected.
  
  I found that sound level can vary significantly from class to class and instructor to instructor. I was told to "try out other instructors" or wear earplugs if I had an issue with the sound level after I had bought the package. I have made several attempts to use up my remaining classes, but find the environment intolerable. My wife gave 2 weeks notice prior to the final month of her membership beginning and did not attend due to the noise issue. Work Meridian refused to compromise and kept her money.
  
  When I did some research, I found that the *** lists fitness clubs as a major source of hearing loss and informed them of this. Work Meridian does not monitor or control the sound levels and is likely causing hearing damage to their unsuspecting customers even if there are not many complaints directly to their staff. We have other friends who have taken classes there and no longer attend because it is too loud.

  They also completely blacked out an entire wall of windows after I purchased my membership. This dramatically changed the environment and I would have NEVER joined if the windows were like that originally.
  
  My wife and I have had multiple conversations and messages with staff in trying to work this out, but have found them to be unreasonable and unwilling to consider viewpoints different than their own. I think we need some sort of neutral third party to resolve this.