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:06/05/2025

  Type:Order 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.

  Signed up for a gym online, never signed an agreement or any safety wavers . The company does not have an ID or any signed paper work, never charged an initial charge to start the membership . I have never spent a single day in the gym or do I have key fob to enter the gym. Now ************************* is calling me for $580.00 debt collection. They have no proof that i started this membership , anyone could have filed this out and now i owe money.

  Business Response

  Date: 06/09/2025

  To Whom It May Concern,

  Michael Cilluffo signed up online for a 12-month membership on 1/26/2025.  Despite Michael stating that he never signed an agreement or any waivers, the only way that an online membership can be completed by the customer, is to check all of the required boxes which represent authorization of agreement terms.  Michael also had to submit his personal and billing information, as there is no way for us to obtain this information since he wasn't present in the gym upon signing up.  Michael is correct, in that he hasn't been in the gym at all, however a membership is not based on usage therefore does not excuse the terms of the agreement that were authorized upon completion of the online signup process.  

  I have attached a copy of the completed online membership that Michael signed up for, which clearly shows that he entered all of his personal and billing information and agreed to the terms which would bill his Visa card in the amount of $34.99/month on 2nd of each month beginning 2/2/2025.  Upon this information, we feel that Michael is responsible for the past dues balance that Aldous & Associates has reached out to him in attempt to collect.   However, we are willing to waive the 5 Late Fees that are currently on his account in the total amount of $99.75, and only hold Michael responsible to pay the 5 past due monthly dues and annual enhancement fee totaling $224.94.

  Please let us know how we should proceed.

  Sincerely,

  Jason Ruggiero

  CEO, Choice Fitness/CF Elite Sports Clubs

• Initial Complaint

  Date:03/01/2025

  Type:Order 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.

  In December I joined Choice Fitness for a 12 month contract. At the time they were offering hot yoga as a feature of that membership. At that time of year, I could have taken advantage of a number of deals for health clubs. 2 month into the membership, I was told that the hot yoga would now require an Elite Membership (More $$$) I am pretty certain that mgt knew this change was coming and took new memberships under false pretenses.This seems like a bait and switch tactic to me. They would not honor my contract for the rest of the year.. While the elite membership might make sense if I lived closer to the other clubs in the system (all are north and east of Chelmsford) unfortunately I live south and west of Chelmsford (20 min drive I understand if you are a member for many years and they give you warning about this change. To lure you into a membership and less then 3 months later change the parameters should not be acceptable. I would like them to reinstate and follow through on their commitment

  Business Response

  Date: 03/06/2025

  I have attached a copy of the members agreement which shows he joined in November, not December. Prana hot yoga has been part of our Platinum program since 2020, far before we had the ****************** and memberships. We acquired the ****************** Oct 2022. With this large undertaking, we had to slowly change the structure of our company. We have been evaluating the business for the last 2+ years and have changed multiple policies and amenities along the way. Any time a change in policy or amenity has been changed, we have notified our members with ample notification, in accordance with state law, and have given the member the opportunity to either rewrite their membership under the new policy or cancel their membership without penalty or keep their current agreement. We did not start discussing the hot yoga change till December 2024, after the member joined, in November. We sent notifications out to the members of this change in February with the change taking effect in March. Members were notified that the hot yoga program will no longer be available with the platinum membership, members would need to upgrade to the Elite membership to access hot yoga classes. We are NOT automatically increasing members rates; they need to sign a new agreement for this change to take place. This is a companywide change and cannot be isolated to 1 specific member or location. There is no bait and switch here as it not intentional or deliberate deception on the part of Choice Fitness, notification was given and the member at this point has the option to resign, cancel or keep their current membership.

• Initial Complaint

  Date:09/05/2023

  Type:Order 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.

  - Joined in late 2019 while I was at **************, as a 1 year contract and after it turns into a monthly contract - Moved away in 2021, which releases me of the contract if its more than 25 miles from the closest location, my new address is 38 miles. - ******* trying to cancel my membership, then in 2022 started to try and cancel membership - Can only cancel in person with a manager or via certified mail, I went in person - Manager is never working, according to employees, so I went 6 times and finally cancelled my membership after showing my drivers license with new address. Also filed an inquiry to their website and got a call back from a manager - gym continued to charge me, called multiple times and it wasn't fixed. I filed 2 reports with my bank 4 and 5 months ago, since that didn't stop the charges I cancelled my card - Charges continued and they sent owed amount to collections - Tried going in person again 9/4/23, was told manager would be in later that day. i went in at the time and was told manager wasn't working that day - An assistant manager called me back 9/5 and couldn't do anything other than open a new membership. Said they get this complaint often.- Emailed their manager and he called me back on 9/5 saying he couldn't do anything other than open a new membership. He said there is no record I cancelled my membership and that it is impossible that they lost the paperwork. Even though they get complaints often that their paperwork is wrong.- Filed another inquiry on their website and now will be contacting their headquarter offices - I already paid an additional 6 months after I first tried to cancel, didn't even fight it. Now they're trying to charge me another 3 months and I will not pay it. - Haven't gone to any of their locations since mid 2021, over 2 years without using their services.- Just want them to fully cancel my membership and clear any charges that I "owe"-Attached drivers license with my address, proving I don't live near a location

  Business Response

  Date: 09/06/2023

  I have attached a highlighted copy of *******'s agreement stating the appropriate ways of canceling the membership. All our documents are signed electronically and saved to the members profile in our system, which there is no cancelation on file for *******. If a letter was sent by certified mail, we would have to sign for it and ******* would have received a copy of the signed receipt. Showing up to the club presenting an ID does not initiate a cancelation. There is no documentation of *******'s 6 visits or any timeline for reference including dates and times or employees spoken to. At this time the debt owed to Choice Fitness is valid.

• Initial Complaint

  Date:12/16/2022

  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 believe their marketing material to be deceptive. When I signed up they provided me with a paper saying the first 7 days were free and suggested I might as well give it a try. However, on the 7th day I requested that my membership be terminated yet they charged me for the month saying I had to give 30 days notice.

  Business Response

  Date: 12/20/2022

  The membership that ***** signed up for was our Elite plan which is 0 due at the time of sign up and the 1st payment is due seven days after signing. The agreement is a 12 monthly payment agreement. According to ************* consumer laws, the member has 3 business to cancel the agreement without penalty. The member mentioned he waited till the 7th day which is beyond allotted 3 days. I have attached a copy of the members agreement and highlighted his 1st payment date as well as the 30 day cancelation policy.