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:12/30/2024

  Type:Customer Service 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.

  Ive been a long time member of this gym. *** recently come into some financial issues and cannot afford to keep my membership active. After realizing renewal is around the corner, I have been trying to cancel my membership before then. You would think it be a pretty straight forward process. Ive been playing phone tag and chasing the manager around for the last week only to keep getting the run around. Hes apparently the only one whos able to cancel my membership. Whats going to happen is my card will be charged the renewal fee and it will then be renewed and I will have to pay their cancellation fee on top of just paying the renewal. Only option I have now is pay my bank a fee to put a hold on any future withdrawals as theres no way to remove my payment information or stop the autopay. This is an issue and scam others have faced and I refuse to be another victim. I will pursue and take this matter to small claims if need be.

  Business Response

  Date: 12/30/2024

  I have attached a copy of Mr. ********** membership agreement explaining the cancelation policy and process. It is very straight forward, either sending a letter to the club's address vis certified mail or signing a cancelation in person with the club manager or authorized personnel. There is a 30-day notice to cancel, meaning any fees or dues owed to the club 30 days after receipt of the cancelation notices must be paid. This includes the annual maintenance fee. Mr. ******** agreed to these terms at the time of sign up, confirmed by his signature. The manager has been notified to contact Mr. ******** to settle this account.

  Customer Answer

  Date: 12/31/2024

  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. 
  

   

  As the consumer I am aware of said contract. I have made multiple attempts in ****** and over the phone to take care of this matter only to be told manager is never available and is the only ****** allowed to process my request. Regarding the contract there has not been a contract update since 2019 on my profile nor have I signed anything since the original date of sign up 8-10 years ago. This should be updated every year for the consumer to see in the event anything changes. I dont understand how my situation is considered a cancellation as I am all paid up to the end of this year 2024 and simply not looking to renew for 2025 because I unfortunately cannot afford it. It has been impossible to get ahold of someone that could actually help me with this matter and its sad it took getting BBB involved to get a response from management. I am not the first ****** to have this issue clearly and wont be the last.

  
  
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 01/06/2025

  Member visited the club on 1/1/25 and settled his past due bill and signed and agreed to all cancelation terms as seen in attached photo

  Customer Answer

  Date: 01/07/2025

  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,

  ********

  Unfortunately the claimed past due bill was because I had to put a hold on my card in order to physically stop any further transactions until I got a response from management. The only way for me to quote cancel my membership was to pay the annual membership fee/renewal and 1st month of the new year being January. I needed out and had no choice but to pay to avoid collections. I suppose Im lucky they did not slap on the additional 100 dollar cancellation fee others have had to pay on top of that. Never Again!! 

   

• Initial Complaint

  Date:11/03/2023

  Type:Order 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.

  They want me to pay a $100 cancellation fee in addition to paying for the upcoming month which is $60. When I purchased my membership, the manager did NOT explain to me that if I ever wanted to cancel, I would have to pay the fee. What was explained to me was if I wanted to cancel at any time, I could. They never told me about the fee. If they did, I would have NEVER PURCHASED my membership. As of now, my membership is still active because they said if I don't pay nor cancel, they will continue to charge me each month until it reaches a certain dollar amount in which they would send the past due amount to collections. I want the business to give me a guarantee that I can cancel without having to pay the $100 cancellation fee, and to let their customers know in the same advertising they are showing others that there is a cancellation fee.

  Business Response

  Date: 11/03/2023

  ***** signed up online on 3/5/2023 and received her 1st 7 days free with a first monthly payment due on 3/12/2023, no payment was made at the time of sign up. Because ***** signed up online, there was no explanation at the time of sign up about terms by a staff member. All the terms and conditions were accepted upon completing the online agreement. Page 1 of attached agreement explains she is responsible for 12 consecutive monthly payments, after this payment schedule is satisfied, she may cancel anytime with a 30-day written notice explained on page 5 of attached agreement. Also on page 5, you will find the early termination policy, which explains the $100 buyout fee. If the member moves more than 25 miles from any Choice Fitness location and provides a proof of move by a driver's license, signed lease or purchase agreement or utility bill, the $100 buyout fee is waived and only the 30-day notice will apply. Again, the member agreed to these terms and conditions upon completing the online agreement. 

  Customer Answer

  Date: 11/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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.

  30 days before my membership was up, I went in person to to cancel it but the manager was not there, and I was asked to call him back later. I spoke with ******* (the manager) on the phone and I explained that I wanted to cancel my membership. He said it had to be in writing, he asked for me to come back to the gym and drop off a letter in writing. I asked him if a signed email was enough and he said yes. I emailed him the same day. I also followed up with another email reminding him that I did not want to continue my membership. I included my phone number. Im continued to be charged past my year, Ive try to reach out to the manager again, but hes never there or hes in meetings, Ive left my number, Ive sent emails to the general customer service email but no one has reached back to me. I have to cancel my credit card so they can stop taking this money out of my bank account. I have emails to prove the correspondence Ive have with the gym.

  Business Response

  Date: 10/26/2023

  I have looked into this account. After seeing the screen shots provided by ********, she was emailing to an invalid email address. She should have been emailing ********************************************************** her emails were sent to ******************************************************* which does not exist. Her agreement terms state 12 monthly payments must be paid, which would have made September her last payment. We will refund the payment taken in October and have this membership cancelled immediately.

  Customer Answer

  Date: 10/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that once I receive my credit the response will satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved after receiving my credit. 
  
  Regards,
  
  ***********************************