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:09/14/2023

  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.

  I have been trying to get the business owner to return my call for almost 2 months now. I have approximately 10 emails & 7 texts that have requested my contract & a phone call - all have been ignored. I have stopped by the gym countless times since the beginning of August to find locked doors. I've called & no one answers the phone nor have I been able to leave voice mail messages due to their phone system not allowing. I have unresolved issues with this gym that I've been trying desperately to resolve. Staff has completely blown my concerns off. ****** was rude & unhelpful. Never followed back up after 8/10. A contract was referenced which I don't have a copy of nor have I ever seen. I am requesting the owner call me immediately or I will be seeking legal action.

  Business Response

  Date: 10/03/2023

  ***************** said she "thought her membership was on hold because (she) had surgery" and said in her texts that she "spoke with a male in mid May". All the staff here know the freeze/cancel procedures. She was then sent a cancel form on August 10th. She did not complete the cancel request and was then sent the cancel form on August 16th.

  On Wed, August 16th ****************** texted us quote: "I'm not able to come in person for any written notice of termination" - and that is fine as we can do this by email. So it is unclear when she would have come in person claiming our doors were locked - if she could not come in person? When did she come and what time? 

  Our records show that ****************** messaged us in May, and then did not contact us again til August when she received email that she owed for her membership. ****************** did not complete the cancel agreement and so her account was charged. In her texts she says quote: "why should I pay for a membership I can't use?" The membership holder is still responsible for payment regardless how many times they come to the club, unless they have frozen or cancelled the agreement.  We do allow cancellations with 30 days written notice and this is on the contract ****************** signed. 

  She also claims that she phoned and could not leave a voicemail. She was able to contact the club many times and texted us many times in August. 

  It appears that ****************** is not happy that her account was charged - but this was for a membership she agreed to, and did not cancel. Title Boxing Marlborough has upheld the contract she signed and agreed to. She was able to contact the club and we responded to her.

  ******************' BBB complaint is without merit. 

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

  General Manager

  Title Boxing Club Marlborough

   

   

   

   

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******