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:02/08/2025

  Type:Billing 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 attempted to cancel my gym membership over a period of two months, sending emails and leaving voicemails, but the company did not return my calls. I canceled the card associated with the account which led to the company contacting me immediately. I provided proof of my attempts to cancel my membership and after several emails, they agreed to cancel it. This was in September of 2024. I just received a notice from a debt collection agency seeking $150+ in fines and fees.

  Business Response

  Date: 02/20/2025

  Dear Better Business Bureau, 
  
  Thank you for bringing this matter to our attention. We would like to address the concerns raised by our former member, ***** *********, regarding the cancellation of her membership at our women's gym. As a small business of 35 years, we strive to provide excellent service to all our members while maintaining the integrity of our agreements. According to the terms of our membership agreement, cancellations are not permitted within the first 12 months of membership, and a 60-day notice is required for any cancellations after the first year. Despite these terms, we made an exception for ***** due to her dissatisfaction and allowed her to cancel her membership within the first term. The only stipulation we maintained was that her account be current at the time cancellation was approved. ******* cancellation request was processed with the understanding that her account must be in good financial standing. Therefore, we required her to pay the past due payments for August and September, which were incurred before cancellation was approved on September 20, 2025. It is important for the sustainability of our business that members adhere to the terms of their agreements, and we believe this requirement was reasonable and fair. We understand that ***** was discouraged because she was paying for her membership and not using it. We made considerable accommodations to facilitate her early cancellation. However, we do expect members to fulfill their financial obligations up to the point of cancellation approval. This is why her account was sent to collections for the outstanding payments of $150.90. We hope this clarifies our position and the actions we took in this situation. We value our members and are committed to fair and transparent business practices. 
  
  
  Sincerely,
  Body Boutique 
  *********************
  
  Changing Lives Everyday!

  Customer Answer

  Date: 02/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I attempted to contact this business to cancel my account for more than 30 days by phone call, text and email to give notice of my cancellation and they did not respond to any of my attempts to contact them. 

  Their business practice of not responding to customers in a timely manner extended my membership because I was not capable of making it to their gym to cancel in person.

  I am not willing to pay the entirety of their balance.

  
  Sincerely,
  
  
  
  ********* *********

  Business Response

  Date: 03/03/2025

   We are writing in response to the complaint filed by ***** *********. 
  
  
  *****'s Complaint #1: ***** stated that she attempted to cancel her account for 30 days by phone, text, and email to give notice of her cancellation and received no response. 
  
  
  Body Boutique's Response: The only notice that Body Boutique received regarding the cancellation of ******* membership was in the email she sent on September 13, 2025. We responded to her email on the same day, within eight hours. In our response, we expressed our understanding that her calls were regarding the cancellation of her daughter’s membership and assured her that we were eager to assist in any way we could. Unfortunately, we did not hear back from her following that email until she visited the gym to fill out the cancellation form. As outlined in the membership contract, which has already been provided to the BBB, the terms of ******* agreement include a one-year commitment. The contract clearly states that members must notify the club in person during normal business hours with a 60-day notice prior to the renewal of their membership. 
  
  
  *****'s Complaint #2: ***** claimed that our business practice of not responding to customers in a timely manner extended her membership, as she was not capable of coming in person. 
  
  
  Body Boutique's Response: ***** visited the club on September 16, 2025, and filled out the cancellation request form. We promptly responded within three days, informing her that she was still within her first term and could not cancel. 
  
  
   It is important to note the following: 
  
  
  1. Body Boutique never received an email indicating that ***** was not capable of coming into the gym. 
  2. ******* phone calls were regarding the removal of her daughter from her membership, and she was contacted back about this matter. ******* email dated September 13 confirms that ******** called her back. To avoid playing phone tag, ******** opted to email her, which is a better business practice as it allows us to track communications. We do not record phone calls. 
  
  
  Body Boutique's Compromise: 
  
  
  Initially, we allowed ***** to cancel her membership before the end of the term, provided she paid the remaining balance. 
  
  
  As a further compromise, we are offering that if ***** would like to pay Body Boutique directly for her past due balance, we can remove her from the collection agency so that it will not affect her credit history. 
  
  
  We hope this clarifies the situation. Body Boutique promptly responded to *****’s request to cancel and we are not responsible for her being 2 months behind on her membership payments. If there are any further questions or additional steps required from us, please let us know how we should proceed. Thank you for your attention to this matter. 
  
  
   Sincerely, 
   Body Boutique 

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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.

  At the beginning of Feb 2023, I took a tour with the owner, ******** and she told me that, as a homeschool teacher, I will receive the teacher discount she provides. I remember this vividly because I raved about it to my husband as a discount for a homeschool teacher isn't always offered.
  At the end of Feb 2023, I signed up for a membership with ********* an employee of *********, and she said since I wasn't a public school teacher, I didn't qualify for the discount. I asked ******* about this after signing up, figuring we could adjust the fees later, and she said she doesn't offer homeschool teachers a discount. I still kept my membership, as it's only a $10 difference anyway, but nonetheless incredibly disappointed by her lack of keeping her word.
  April 15 2023, I wanted to cancel my membership due to starting a new job and not having the availability to drive from Topeka to Lawrence daily anymore. When I called, I was told I signed a 12 month contract I could not get out of. Never did I hear about a contract that I couldn't break. I did sign an agreement while listening to *******h talk as I signed up for my membership, but never did she express that this was a binding contract. I was under the impression that this was a month to month membership.
  After reaching out to ******* to find a solution, she didn't respond to me from Monday 15th at 6 pm until Thursday 18th at 1 pm, after I messaged her again wanting to talk this over. When she finally got back to me, she did what any typical business person would do and tried to hold her ground on all the things she swore she and ******** expressed to me, though I do not recall those things but that's irrelevant. You can't argue with the owner and the one you signed a membership with, but I can do my part and air out her incredibly poor relational decisions. Keeping the integrity of a contract over stewarding a relationship with one of her members is a huge disappointment to my life and to the Lawrence community.

  Business Response

  Date: 04/24/2024

  April 24, 2024
  
  Dear BBB,

  We are so sorry for this misunderstanding between a valued
  member and Body Boutique. Any time a customer is experiencing frustration, it
  hits us hard, and we desperately want to find a reasonable resolution.

  Our recollection of this matter:
  When ******* originally toured Body Boutique in January
  2024, she enrolled in a free fitness challenge. During our tour
  I found out that she was a home schooler and informed her about a discounted public teacher
  rate and expressed how I would like home schooler moms to qualify for this rate
  too!

  Six weeks later, after having a wonderful experience in the free challenge,
  ******* chose to become a full member. She enrolled with
  ********, a BB Fitness Consultant. ******** was unaware of the discussion that
  ******* and I had about my goal to extend our public teacher rates to home schoolers
  because that option had not been officially implemented yet. She did not offer *******
  that rate.

  ******** explained *******'s agreement terms to her and had her sign after each individual discussion as she was
  enrolling for her gym membership:
  1. the agreement is an annual agreement that rolls over automatically to a month-to-month,
  2. that member can cancel her auto-renewal with a 60-day cancellation notice,
  3. that there is an annual Club Enhancement Fee of $19.99 plus tax that is due 60 days after the enrollment date,
  4. the permissions for an E-Sign Consent 

  ******** expressed that ******* seemed to understand the
  terms and conditions and signed all four required spots on her agreement
  without question.
  ******* seemed thrilled with her gym membership, attended
  often, and posted regularly on her social media. She is such a special and
  valued member that I even asked her if she would like to be a sub in our
  childcare. All three of her children loved the kid care and it seemed like a
  win-win-win.

  When ******* inquired about cancelling her membership April
  2024, ******** reminded her of the terms of the agreement, and ******* said
  that she was not aware of any agreement terms (even though in her BBB
  complaint, she recalls hearing ******** go over them as she was signing her
  agreement). ******** explained to ******* that due to the importance of
  treating all members equally, ******* would be responsible for the cancellation
  terms to which she had agreed. She explained that it is our professional duty
  to be fair to all members and to ensure that previous members, who were also held
  accountable for their contract terms, would not feel like they were held to a
  different standard. (See membership agreement attached)
  
  Resolution:
  When ******* reached out to me about cancellation, I
  reiterated what ******** had told her about cancellations and supported the
  importance of honoring the integrity of our agreement by retaining consistency of
  expectations among our previous, current, and future community. Annual contracts
  are essential to our business so that we can budget expenses against projected incoming
  revenue. This is key to running a privately
  owned long-term professional gym. It is our responsibility as the leaders of
  this business to treat members equally. I expressed that I would appreciate it
  if she would follow through with her contractual agreement with Body Boutique.

  In hopes to reach a resolution, I also offered her the
  teacher rate since that was not an option, like I had hoped it would be when
  she joined. (See attached text message).

  Body Boutique has a Family Hardship Form that *******
  can fill out should her family be experiencing financial difficulties, which if
  approved would allow her to put in her 60-day cancellation notice immediately.

  Although it is with a sad heart that we have received this
  complaint, we appreciate the feedback. Body Boutique and its staff have been
  serving for more than 35 years - helping women live healthier and happier lives. When a member is unhappy, we analyze what we can do better, or
  differently, to prevent similar situations from happening, while continuing to treat all members equally. We feel blessed beyond words to be able to support
  the women in Lawrence and its surrounding communities and hope and pray to be
  able to continue for years to come.

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

  Customer Answer

  Date: 05/02/2024

   
  
  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,
  
  
  
  ******* ********