Complaints

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• Initial Complaint

  Date:03/31/2025

  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 signed up to become a member of this gym last month (Feb. 2025). On March 21st, 2025, I went to the gym to work out and my access pass to open the door wouldn’t work. I was notified through my app that my membership had expired. I did not authorize the cancellation/expiration of my membership because I told management that I wanted to sign up for a recurring month-to-month membership that would renew until I cancelled. I told management/ownership that I wanted to get a copy of the membership agreement to prove that my membership shouldn’t have expired. I’ve asked them 3 times for a copy of the membership agreement and they have refused to give one. I’ve also contacted corporate about this issue multiple times and still haven’t gotten the copy of the agreement that I want. I’m writing you to tell the ownership/management to give a copy of the membership that I signed because it’s my right in the state of Kentucky to obtain a copy of the signed agreement and to know the terms of the agreement.

  

  Business Response

  Date: 04/14/2025

  We deeply regret any misunderstanding we had involving an agreement with Mr. ********. Quite frankly there was never any written agreement with him as he refused any of our membership plans ranging from 6 months to 18 months. Mr. ******** did not want to leave any payment information on file for those terms as this would have entered him into a contract and payment would have been taken on a monthly basis from our 3rd party billing agency ABC Financial. This would have been a signed agreement for those terms and his membership would never have expired because his monthly dues would have been withdrawn from his bank account or charge account. Mr. ******** denied any of these plans as he did not want to leave billing information and was hesitant about leaving a photo as identification to access the club. He had question as to would his picture or information be seen by law enforcement as he did not want this. To try and help accommodate Mr. ********, we tried to just do a pay by the month membership for him. He paid for 30days which he was given access to our services. He was told he would need to pay in advance of the expiration date, or he would be locked out since he was not on a monthly plan agreement with us. Mr. ******** obviously tried to use the gym after his key had expired. When he called, I explained the situation to him, and this is where he became persistent in wanting a copy of his agreement. As I explained there was never an agreement only word of mouth that we would let him pay a month in advance. For some reason Mr. ******** thinks he signed a contract which he never did as we do not offer a contract for month-to-month payments. If he would like a membership with our establishment then we would recommend he sign up for one of our actual plans with his needed billing information to be withdrawn on a monthly basis. 

  Thank you,

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

  Anytime Fitness Shelbyville

  Owner/Manager

   

  Customer Answer

  Date: 04/14/2025

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

  I was never told that I would have to keep giving payment information month after month. ******* ******* wants to keep me out of the gym because she is paranoid because I didn't want any images distributed to third parties. I have every right to know where my information is going and she feels threatened because I exercise that right. The fact that she brings this up should tell you that there's a hidden beef that she has with me and that she forced me out against my will. It's the law in the state of Kentucky that gyms have to give copies of membership agreements that outlines the terms and conditions of the membership, even if it's a 30-day agreement. Otherwise, everything is hearsay (as she admitted) and gyms can force people out without any accountability. It's also the policy of Anytime Fitness that month-to-month agreements are to be put in writing. Whether I physically signed anything or not is irrelevant. The crux of this issue is that I'm owned an agreement, EVEN IF it wasn't signed or even offered to me to be signed. It is illegal to have people join your gym in the state of Kentucky and not lay out in clear terms, in writing, what is expected of them as members of that said gym. When this isn't done, then "he said, she said" arguments like this come up. Clearly, corporate has given up on this issue, so we'll have to either get an arbiter involved or I'll have to take this up personally with the state's attorney. I'm not interested in joining Anytime Fitness again. This is about getting what was owed to me and proving that I was discriminated against. I want all documents that were kept by the staff that show what KIND of membership I had and where I agreed to that, in writing. If they can't provide this, then they're either lying or they discarded the evidence. Either way, I want everything that shows the membership terms sent in writing.
  
  
  
  
  **** ********

  

  Business Response

  Date: 04/19/2025

   By being a small community gym, our members
  become part of our gym family. Now in our eleventh year of business we have encountered thousands of people who have walked through our
  doors to achieve their personal goals. Never once has our business practices
  been questioned before Mr. ********. We have members that come for one day, one
  week, two weeks or a month at a time. These members are not in a contractual agreement.
  They all have different circumstances that we have accommodated for them. They
  in good faith pay us an amount agreed upon and we in turn provide them with a service. These members know once that time frame has
  expired, they no longer have access to our services until they come in to pay
  again if so, they choose. Again, never once has there been any issue with the
  way we run our business. The point is we understand that not everyone’s
  situation is the same, therefore, we try to make accommodations to help all. Color
  outside the box at times, we do what it takes to accommodate people in our
  community. Just as we were doing with Mr. ********. He did not want to get into
  a contractual agreement with us, so we tried to accommodate him by allowing him
  to pay one month at a time. All Mr. ******** had to do was come back in and pay
  in advance for another month and his gym access would have been reactivated for
  another 30days. There is no conspiracy here, just ask any of our past or
  current members we have helped over the years. Even with all that said, we
  understand we are not going to please everyone all the time. Once again, we apologize
  and regret that we were not a good fit for Mr. ********. To show our
  appreciation for him trying out our gym we would be more than willing to refund
  the amount of $41.20 that he paid for 1 month of services back to his card or
  we can write him a personal check. At this point we feel there is nothing more
  we can or will do to resolve this matter.
  
  *** & ******* *******
  Owners Anytime Fitness Shelbyville