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:03/22/2023

  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.

  I joined the club for a 3 month contract in December and I did not go for the past month because my contact had ended .but they still charged me for February and March and when I contacted them why was I charged they told me if I cancel my membership I still have to pay for another month which is already charged for March 1 for $143 each month . This is unacceptable because no one told me that I have to pay extra month to cancel . I thought my three months contract ended in February. Please have them refund my March month and not to charge me extra one more.lonth for ***** which I have been told . You are my only hope . Please help

  Business Response

  Date: 03/25/2023

  ****** joined our membership on 12/28/22 - all memberships are an initial 90-day agreement. Members can cancel without a fee at the end of the 90 days, but we do require 30 days written notice. The membership continues on auto-renew until the member cancels. All this information is presented in detail to each member upon their sign-up. They are required to sign a policy form that goes over the details of the membership, in addition to our Sales Reps and Manager explaining it verbally.

  This would mean that for ******, her 3 required payments as part of that initial 90-day agreement would be on 12/28/22, 1/28/23, and 2/28/23. In order to cancel properly, we require written notice (we use a form in the system that we have them fill out) no later than 2/28/23. ****** called our studio on 3/22/23 and spoke to a Sales Rep, who explained this process to her. ****** claims that we did not explain the membership properly to her when she originally joined. They talked about potentially Freezing her membership so she can come back in a few months (this option replaces the monthly payment with a $15 fee). ****** decided she wanted to cancel instead. The Sales Rep explained that because of our 30-day notice policy, the payment scheduled for 3/28/23 would still process. ****** became angry and didn't want to make this final payment, per her agreement. The Sales Rep told her she would pass the information along to me, the Manager, so I could reach out and come to a resolution. 

  However, by the next morning ****** had already filed a complaint with the BBB. I attempted to call her several times on 3/23 and 3/24 but was unable to reach her - I left a voicemail both times. I also sent her a text and email on 3/24 to come to a resolution. As a courtesy, I offered to waive the final payment due on 3/28/23 and cancel her membership effective immediately. She did complete the form but did not respond in any other fashion. I just processed her immediate membership cancellation (with no future payments due) today on Sat. 3/25/23.

  Customer Answer

  Date: 03/29/2023

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