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:07/08/2024

  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.

  This business falsified a contract that I had signed, causing me to pay for a membership that I was told I could cancel with no strings attached if I moved. For ten days after I signed the contract, my account was not active in their system. I believe that the contract I signed on February 27, 2023 was discarded and they created a new contract on March 8, 2023 that would not allow me to cancel my membership once I moved. I was not provided a copy of the contract, nor did I ever see the paperwork as it was only visible by ******, who I have reason to believe lied. The initial story told by ****** ****** was that I just call and let them know I moved too far away to use the gym anymore. Then, it turns out that clause is not in my contract, despite being told that it is, agreeing to it, and signing that contract. Next, I now have to move 30+ miles away to cancel with no penalty, despite my original address already being at least 30 miles away. Then, they offer a cancellation fee option, which was never discussed originally. Finally, when I do go to cancel, they tell me I have to wait until the year is over before making changes. The employees all have different stories and excuses as to how to handle this issue. The Arena Club lacks transparency in its policies for membership, specifically cancelling it. At the end of the day, they falsified a contract or told me I was signing one thing and changed it afterwards. The lies of the account of ****** ****** are very unprofessional and fraudulent. Everything charged after February 27, 2024 is unauthorized and a breach of our contract. Ideally, I should be refunded all the months after I called to cancel (July 23, 2023), as that is what was agreed upon in the contract, totaling at least $1,060. In addition, nothing should be reported to the credit bureaus from the fraudulent owners of The Arena Club.

  Business Response

  Date: 07/12/2024

  Our agreements are done electronically and after reviewing this members account, there was only one agreement processed and signed on February 26, 2023. There are no flags during any of the check ins after that date that would show her as not being active in our database. An agreement cannot be changed after the fact unless a member makes a change with any of our Membership Representatives which at that point, a new agreement would be created and notes would have been applied. When members join, they are provided with a copy of their signed agreement and if there was a reason it was not done in this case, then a copy could have been provided by our staff at any time if asked.  The agreement states that in order for a member to be released from their commitment, they must move outside of a 30mile radius, along with an early termination fee. When this particular member joined, they were already 23 miles from our location. We were never provided with any further documentation that they have moved further out of the 23 miles. Even if the new address from this complaint was provided, it still is only 20 miles out of our radius.
  When a call was made on August 14, 2023 to one of the Membership Representatives in regards to cancelling, she was given some options to consider. She could transfer her membership to someone for the remainder of the agreement and put the membership on freeze to allow time to find someone to take over the remainder of the membership.
  In review, we have found that the sales process was done accurately and correctly and that a refund will not be given.  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21956784
  
  I am rejecting this response because: 

  I have emails from 3/8/2023 where I had to ask for access to the portal. The email is when the link was finally sent. I could not sign up for classes until then because the business did not follow through on their end to verify us as members. This is partly because the business failed to even have the spelling of my name correct. Even outside of emails, I have phone calls to the business trying to get this straightened out, but each time I was told your contact is still pending, but you can use the gym.

  There was plenty of communication between ****** and I, both in person and over the phone regarding canceling my membership due to moving. Now, whether or not your employee noted that, I cannot control. 

  Additonally, the address listed on the account was ********************************************************************************* This is 33.5 miles away from the Arena Club on the fastest route, or 31.4 miles on the route with the least miles. Of course, your staff failed to listen to me when I told her that I am renting somewhere closer. That appears to be another piece of information NOT documented. 

  As for the letters the Arena Club has sent, why are they still going to an address that I do not live at? Wouldnt it be smart to ask for an updated address when I let you know that I am moving? One more thing that was not documented in their notes, I guess. 

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

  Business Response

  Date: 07/24/2024

  We do apologize about the confusion with the member portal however that did not have any disruption with entering the club and you did have the option to call the club and sign up for classes or when you were at the club in person. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21956784
  
  I am rejecting this response because I still only signed a one year contract and am not responsible for anything after that one year mark. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/22/2024

  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.

  This business has repeatedly raised their monthly rates WITHOUT giving any notice to the people they are charging.
  They raised rates across the board by 4$ a month for every member, of the 25-30 people I’ve asked, 3 got an email about it.
  It was already an overpriced gym with a heavy profit margin.

  Business Response

  Date: 03/25/2024

  This member joined our facility 12/3/2020. On 5/13/2022, his
  biweekly dues were raised by $2 and would be raised $2 on 4/12/2024 however
  this will not affect him because he has given us his cancellation notice and
  his membership will be cancelled effective 4/11/24. Our agreement does state in
  Article seven, Section 2 that “the member’s monthly dues shall be initially the
  amount indicated herein, but may be subject to an increase. However, any such
  increase shall not exceed 10% in the first 12 months of membership.”
  Notification was sent by email on both increases to the email he has on file
  which is what he provided in this complaint. He has selected “do not market” on
  his profile that could prohibit him from notifications per his choice. But we
  encourage our members to keep their information updated because our communication
  is through email. On average in the past year, he has used the facilities 21
  times per month.  There was an incident
  on 10/31/21 with him for inappropriate behavior and it was agreed between him
  and management not to have his membership terminated but to place him on a
  probational time frame. At this time we do not feel his request for a refund is
  justifiable. 

  Customer Answer

  Date: 03/25/2024

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

  I never expected a penny back from these people.

  The incident they refer to is nonsense and they know it was all based on lies from another member.

  So by me selecting "do not market" I don't get notified when they are charging more money?

  Feels like theft as an increase in billing is not a promotion.

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

  Business Response

  Date: 03/27/2024

  As stated before, our agreement does say may be subject to an increase and a refund is not justifiable at this time. This will be our final response to this complaint. 

  Customer Answer

  Date: 03/28/2024

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

  Yeah, I don't think you're running the show here..

  Can you attach the full contract that was signed by me for review from BBB and myself.

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

  Business Response

  Date: 04/01/2024

  I have included a copy of your agreement

  Customer Answer

  Date: 04/01/2024

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

  I’m sorry I’m not seeing where it says “we don’t have to tell you when we bill you more”…

  can you highlight that section?

  Thank you.

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