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Business Profile

Insurance Companies

American Specialty Health, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for American Specialty Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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American Specialty Health, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 154 total complaints in the last 3 years.
    • 50 complaints 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:01/02/2023

      Type:Billing 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 paid for an active and fit direct membership and was charged for the membership through my local ***** I cancelled my **** gym membership however was charged an additional two months of membership ($80 total) from active and fit, even though I did not belong to any gym. When I contacted active and fit, I was told I needed to cancel directly through their website, which was not made clear to me prior. When I asked to be refunded since I received no service and did not belong to a gym that had billed active and fit because I cancelled, they refused. I asked to speak with a manager and was put on hold and hung up on twice. The policy to cancel at two different places was not made clear at any point by active and fit nor my local ***** I was charged but yet received no services.

      Business Response

      Date: 01/05/2023

      January 5, 2023

      Customer:       ***********************

      RE:Better Business Bureau Complaint: 18674077


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). *************************,an Active&Fit Direct customer, has concerns regarding the cancellation of her membership.

      Upon receipt of the complaint, I attempted to contact **************** by phone on 1/5/2023 however she was not available.  A message has been left with her that we have resolved her concerns. 

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      ************************;

      Associate Director, Fitness Member Experience
      American Specialty Health Fitness, ****
      Monday Friday, 9:00am 6:00pm, Central Time

    • Initial Complaint

      Date:12/20/2022

      Type:Billing 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.
      Reoccurring charges that have been stopped since 10/17/2022. I have to call and ask them again to stop the automatic charge and then I am assured its been taken care of- but it isnt. Im charged again the following month.

      Business Response

      Date: 12/27/2022

      December 27, 2022

      Customer:  *********************

      ************************* Complaint: 18614583


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). *********************,an Active&Fit Direct customer, has concerns regarding membership fees paid.

      Upon receipt of the complaint, I attempted to contact **************** by phone on 12/20/22, 12/21/22 and 12/27/22.  Unfortunately, she was not available and has not returned our calls, however a message was left with **************** regarding the outcome of her concerns. 

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      ************************;
      Associate Director, Fitness Member Experience
      American Specialty Health Fitness, ****
      **************
      Monday Friday, 9:00am 6:00pm,Central Time

    • Initial Complaint

      Date:12/10/2022

      Type:Product 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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


      Regards,

      ******* Trader

      son called in to the location and said they found an account that's because I had to sign up through LA Fitness myself so I do not need your services because I just double payment and wasting time.. I have proof paperwork I dont think she understood . I said is it an account through you guys they see. She said yes you just had to tell them to spell your name in lower case which makes no since. I had to sign up through LA Fitness because your program failed and they could not locate it I am wasting money paying for both I did provide contract as proof please refund all funds. I do not like the fact that this has been going on for months while my sons card has been charged multiple times and the bank said it will doing an investigation and hold your company liable . Oh I asked the lady on the phone did you talk to the manager **** the one that could not find my account and kicked me out she says no just a person who answered the phone. I told her talk to **** she was very unprofessional.

      Business Response

      Date: 12/19/2022

      December 19, 2022

      Customer:       ******* Trader

      RE:Better Business Bureau Complaint: 18556334


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). *********************,an Active&Fit Direct customer, has concerns regarding membership fees paid.

      Upon receipt of the complaint, I attempted to contact Ms. ****** by phone on 12/16/2022 and 12/19/2022.  Unfortunately, she was not available and has not called us back,therefore I followed-up with an email 12/19/2022 asking Ms. ****** to contact us.  If Ms. ****** could contact me at the number provided, I will be happy to review and discuss her concerns.

      ASH Fitness considers this matter resolved until Ms. ****** contacts me.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      *****************************
      Sr Solutions Analyst, Fitness Member Experience
      American Specialty Health,****
      *******************
      Monday Friday, 7:30am 4:00pm, Pacific Time

    • Initial Complaint

      Date:12/05/2022

      Type:Billing 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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


      Regards,

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

      Business Response

      Date: 12/09/2022

      December 9, 2022

      Customer:       *********************

      RE:Better Business Bureau Complaint: 18527007


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). *********************,an Active&Fit Direct customer, has concerns regarding membership fees paid. 

      Upon receipt of the complaint, we investigated the issue and identified that his concerns were resolved on 12/08/2022 and ****************** has been advised.

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      *****************************
      Sr Solutions ******** **************** **********************
      ************************.
      *******************
      Monday Friday, 7:30am 4:00pm,Pacific Time

    • Initial Complaint

      Date:12/02/2022

      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.
      Nov 7, 2022 purchased three passes in two transactions. One for $186.50 and the other for $197.00. I found all of these locations through active and fit. One of them was closed due to covid. the other two had better rates (REGULAR PRICE) than active and fit was selling. They are promoting themselves as a membership with discounted memberships and classes and they are instead inflating prices for these passes., one of which is useless in general because the location is closed! I called customer service several times within the first three days sitting on hold each day for 20 plus minutes. I was on work hours and had to disconnect when it was time to work. I finally asked for an afternoon off so I could resolve this. I connected with a rep on nov 23 Name and reference number were documented. She told me about a five day policy and I explained I was calling in and the price issue and I was calling within a 30 day period and have done all I could to get a hold of them. She told me a refund would be issued in 3-4 days. I called again on 12/01/2022 for status and was told I would not be getting a refund. I asked for a supervisor and they never called me. This company is a shell and a thief for something else. It is a total scam. I am asking for a refund and and investigation into their sales practices and the nonsense they are selling. I have a $197 piece of paper that is worthless.

      Business Response

      Date: 12/09/2022

      December 9, 2022

      Customer:       ***************************

      RE:Better Business Bureau Complaint: 18517327


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). ***************************,an Active&Fit Direct customer, has concerns regarding membership fees paid.

      Upon receipt of the complaint, I contacted ******************** by phone on 12/9/2022, where we discussed her concerns and their resolution. ******************** indicated her satisfaction with the outcome.

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      *****************************
      Sr Solutions ******** **************** **********************
      ************************.
      *******************
      Monday Friday, 7:30am 4:00pm, Pacific Time

    • Initial Complaint

      Date:11/15/2022

      Type:Product 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 called Active and Fit to cancel my membership around the beginning of April in 2020, right after Covid started.I told them i was leaving my employer and moving out of state and when i said that, they she stopped me and said oh well in that case you don't need to do anything, when you leave the employer your membership will be automatically cancelled. It turns out it was never cancelled and i was still being charged. I did not realize this was happening until Oct 2022. So I called again on oct 10th to cancel and hopefully get a refund. I got an email saying my membership was cancelled and I was told that I would get a call from a rep to discuss a possible refund. Instead I never got a call and I was charged again in November. Of course, I had to call once again to discuss the issue with them and all they could do was try every possible way they could think of to not give me any of my money back. They even charged me during covid while the gyms were closed. They told me if I didn't want to be charged for those months the gyms were closed I needed to call and tell them but at that point I was under the impression my membership had already been cancelled when I called the very first time. There was even a class action lawsuit filed against them for charging customers during covid. After spending multiple hours on the phone with them they determined i was eligible for one charge of 26 dollars to be refunded. They claimed because they could not find record of my call back in 2020 that my request to be refunded is denied. I don't see how there would be a record of my call if the rep told me they were not going to do anything to my profile because it will be automatically cancelled. They almost didn't refund me at all until I reminded them that they told me they would call me to discuss possible refund but they never called and just kept charging me.

      Business Response

      Date: 11/21/2022

      November 21, 2022

      Customer:       *****************************

      RE:Better Business Bureau Complaint: 18409357


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). *****************************, an Active&Fit Direct customer, has concerns regarding membership fees paid. 

      Upon receipt of the complaint, I contacted ********************** by phone on 11/18/2022, where we discussed his concerns and their resolution. ********************** indicated his satisfaction with the outcome.

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      *****************************
      Sr Solutions ************************* **********************
      **********************
      *******************
      Monday Friday, 7:30am 4:00pm, Pacific Time

    • Initial Complaint

      Date:11/15/2022

      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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
      The problem was only resolved after contacting BBB.  Numerous customer support representatives and supervisors could have resolved the issue during many phone calls but did not.

      Regards,

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

      Business Response

      Date: 11/16/2022

      November 16, 2022

      Customer:       *********************

      RE:Better Business Bureau Complaint: 18408296


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). *********************, a Silver&Fit customer, has concerns regarding enrolling in the program.

      Upon receipt of the complaint, I contacted **************** on 11/16/2022,where we discussed his concerns and their resolution. **************** was satisfied with the outcome. 

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      ***************************
      Associate Director, Fitness Member Experience
      American Specialty Health Fitness, ****
      *********************
      Monday Friday, 9:00am 6:00pm,Central Time

    • Initial Complaint

      Date:11/07/2022

      Type:Sales and Advertising 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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  

      Yes, I spoke with the representative, but the response provided is insufficient until the issue is resolved. My account has yet to be resolved as to why it was closed. The representative continued by stating that she had no idea what had transpired or why her customer service agents had provided such poor customer service. Due to their error, my account was closed, and I was unable to attend the gym. Nothing was offered to compensate me for my hardship, not even my money. I would not have received a call back if I had not contacted BBB. The only reason I'm back in the gym is because I TRIED ANOTHER OPTION TO START AN NEW ACCOUNT. I should not have had to do that. The representative stated that she does not know if this will happen again, so how can they say they are satisfied with their response if they do not know if I will have the same problem?

       

      Regards,

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


      ccount. She gave me the assurance that everything would be fixed right away. I contacted Active and Fit Direct again on 11/4/22 and received the same response. I blatantly asked the representative if my account was in danger due to the payment problem, and she blatantly replied that it wasn't because they were working on it. On November 5, my account was closed due to a declined payment. I called today very irate because Active and Fit Direct's negligence in failing to handle this as soon as possible has prevented me from going to the gym. The representative with whom I spoke today said the same thing, adding that she would get back to me. I informed her that this was unacceptable and that I had to speak with a supervisor. When I spoke with a supervisor, she promised to email the IT Depart and get back to me within two to three hours. UNACCEPTABLE!!!!!!I couldn't use a different card or make a payment, the supervisor said, because it would mess up what It was working on. Help!

      Business Response

      Date: 11/10/2022

      November 10, 2022

      Customer:       ***************************

      RE:Better Business Bureau Complaint: 18367925


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). ***************************,an Active&Fit Direct customer, has concerns regarding payment billing.

      Upon receipt of the complaint, I contacted ************** by phone on 11/10/2022, where we discussed her concerns and their resolution. ************** indicated her satisfaction with the outcome.

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      *****************************
      Sr Solutions ******** **************** **********************
      ************************.
      *******************
      Monday Friday, 7:30am 4:00pm, Pacific Time

      Business Response

      Date: 11/18/2022

      November 18, 2022

      Customer:       ***************************

      RE:Better Business Bureau Complaint: 18367925


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). ***************************,an Active&Fit Direct customer, did not accept our initial response to the BBB complaint.

      I contacted ************** by phone on 11/16/2022, where we discussed her new request regarding the issue. ************** indicated she will not be fully satisfied until her next billing cycle is confirmed to be correct, which will be in mid-December.

      ASH Fitness does not anticipate additional payment issues and we consider this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      *****************************
      Sr Solutions ******** **************** **********************
      ************************.
      *******************
      Monday Friday, 7:30am 4:00pm, Pacific Time

    • Initial Complaint

      Date:10/09/2022

      Type:Customer Service 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 had a monthly subscription with this company and was unaware that they have you prepay a month before, I was under the impression that when I paid in September for September and October that I would be charged next in November so when I questioned and got clarification I wanted to cancel and get a refund since it is almost a month ahead I was told no refund would be issued. I cancelled the subscription, I dont want to be associated with this company any longer, I want my November fee returned.

      Business Response

      Date: 10/13/2022

      October 13, 2022

      Customer:       ***********************************

      RE:Better Business Bureau Complaint: 18187999


      Dear Resolutions Specialist,

      American Specialty Health Fitness, **** (ASH Fitness)received a member concern from the Better Business Bureau (BBB). ***********************************,an Active&Fit Direct customer, has concerns regarding the membership billing. 

      Upon receipt of the complaint, I contacted ******************** by phone on 10/10/2022, 10/11/2022 and 10/13/2022, however we were unable to connect.  I sent an email on 10/13/2022 asking ******************* to give me a call so we can discuss her concerns and come to a satisfactory resolution.

      ASH Fitness considers this matter resolved.

      Please feel free to contact me at the number below if there are any further questions or concerns. 

      Sincerely,


      ***************************
      Associate Director, Fitness Member Experience
      ******************* /   ASHCOMPANIES.COM

      **** **** - Fastest Growing Private Companies in *******
      ********** Best and Brightest in Wellness



    American Specialty Health, Inc. is NOT a BBB Accredited Business.

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