We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Exercise Programs

Onelife Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2024

    Type:Order Issues
    Status:
    Answered
    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 requested a membership cancellation on August 1st, 2024. Instead of canceling my membership OneLife immediately processed a unauthorized $10 charge on my credit card to freeze my membership.

    Business Response

    Date: 08/06/2024

    This is not a member of our *********** location, his membership is for our Bethesda location. However, looking into his account, he did send an email on August 1st requesting information on how to put a freeze on his account. Our member service department responded the same day and notified him of our freeze policy. He then responded and stated he wished to cancel which prompted our member service team to send him a response letting him know that August 2 would be his final billing month and his membership would be cancelled effective September 1 per his membership agreement. 

    I have attached his membership agreement as well as the email chain of communication he had with our member service department. 

    Business Response

    Date: 10/18/2024

    Below is email communication and his agreement states he will need to put in a full calendar notice at entire dues amount. We actually allowed his freeze fee be his last month instead of full month since he did email in July to freeze for August. 

     



    From: *************** 
    Sent: Tuesday, August 6, 2024 11:52 AM
    To: '**** Mac' <****************************>
    Subject: RE: Membership Hold/MBE36489
    Importance: High

    Hello ****,

    There will no further charges for you membership. 

    Sincerely,
    Nikki 


    From: **** Mac <****************************> 
    Sent: Monday, August 5, 2024 9:02 AM
    To: *************** <***********************************************************>
    Subject: Re: Membership Hold/MBE36489

    Great, thank you for confirming. The $10 charge will be reversed?

    Thanks,

    ****

    On Sun, Aug 4, 2024 at 5:55?AM *************** <***********************************************************> wrote:
    Hi ****, 

    August 2nd debit is your last charge and your membership will be cancelled effective 09/01/2024.

    Sincerely,
    Lady
    ***************

    ________________________________________
    From: **** Mac <****************************>
    Sent: Thursday, August 1, 2024 2:48 PM
    To: *************** <***********************************************************>
    Subject: Re: Membership Hold/MBE36489 
     
    Hi -

    That's okay. I'll cancel. Please confirm.

    Thank you!

    ****

    On Thu, Aug 1, 2024 at 2:20?PM *************** <***********************************************************> wrote:
    ****

     
     
    Our freeze policy allows a membership to be inactive for up to 2 months for any reason, in a calendar year, for $10.00/month fee.  
     
    If you are freezing for medical reasons, you can freeze for a maximum of 6 months at no cost with a doctors note. 
     
    If you are freezing for active duty military, you can freeze for a maximum of 12 months at no cost with military orders. 
     
    For medical/military freezes you can email or fax your doctors note/orders to ************; Attention: ***************.
     
    Please reply to this email to let us know which full months you would like to be on freeze status and confirm the freeze fee so that we can process your request.
     
     
    Sincerely, 
    Hope

    ________________________________________
    From: **** Mac <****************************>
    Sent: Wednesday, July 31, 2024 6:33 PM
    To: *************** <***********************************************************>
    Subject: Membership Hold 
     
    Hello - 

    How can I put my membership on hold?

    Thanks,

    ****

    --
    **** Mac Levine 
    **************************** | *************************************************


    ________________________________________
    From: **** Mac <****************************>
    Sent: Wednesday, July 31, 2024 6:33 PM
    To: *************** <***********************************************************>
    Subject: Membership Hold 

    Business Response

    Date: 10/18/2024

    Below is email communication and his agreement states he will need to put in a full calendar notice at entire dues amount. We actually allowed his freeze fee be his last month instead of full month since he did email in July to freeze for August. 

     



    From: *************** 
    Sent: Tuesday, August 6, 2024 11:52 AM
    To: '**** Mac' <****************************>
    Subject: RE: Membership Hold/MBE36489
    Importance: High

    Hello ****,

    There will no further charges for you membership. 

    Sincerely,
    Nikki 


    From: **** Mac <****************************> 
    Sent: Monday, August 5, 2024 9:02 AM
    To: *************** <***********************************************************>
    Subject: Re: Membership Hold/MBE36489

    Great, thank you for confirming. The $10 charge will be reversed?

    Thanks,

    ****

    On Sun, Aug 4, 2024 at 5:55?AM *************** <***********************************************************> wrote:
    Hi ****, 

    August 2nd debit is your last charge and your membership will be cancelled effective 09/01/2024.

    Sincerely,
    Lady
    ***************

    ________________________________________
    From: **** Mac <****************************>
    Sent: Thursday, August 1, 2024 2:48 PM
    To: *************** <***********************************************************>
    Subject: Re: Membership Hold/MBE36489 
     
    Hi -

    That's okay. I'll cancel. Please confirm.

    Thank you!

    ****

    On Thu, Aug 1, 2024 at 2:20?PM *************** <***********************************************************> wrote:
    ****

     
     
    Our freeze policy allows a membership to be inactive for up to 2 months for any reason, in a calendar year, for $10.00/month fee.  
     
    If you are freezing for medical reasons, you can freeze for a maximum of 6 months at no cost with a doctors note. 
     
    If you are freezing for active duty military, you can freeze for a maximum of 12 months at no cost with military orders. 
     
    For medical/military freezes you can email or fax your doctors note/orders to ************; Attention: ***************.
     
    Please reply to this email to let us know which full months you would like to be on freeze status and confirm the freeze fee so that we can process your request.
     
     
    Sincerely, 
    Hope

    ________________________________________
    From: **** Mac <****************************>
    Sent: Wednesday, July 31, 2024 6:33 PM
    To: *************** <***********************************************************>
    Subject: Membership Hold 
     
    Hello - 

    How can I put my membership on hold?

    Thanks,

    ****

    --
    **** Mac Levine 
    **************************** | *************************************************


    ________________________________________
    From: **** Mac <****************************>
    Sent: Wednesday, July 31, 2024 6:33 PM
    To: *************** <***********************************************************>
    Subject: Membership Hold 

  • Initial Complaint

    Date:06/18/2024

    Type:Product Issues
    Status:
    Answered
    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.
    On December 23rd, 2023, I paid One Life Fitness- Bethesda location the amount of $208.36. This fee was a prorated rate for the rest of the month of December, the entire month of January and the entire month of February. I was working in the area until March 2nd, 2024, so I did not pay for March. I told two (2) employees from One Life the situation and the agreement was Id pay in full, so come March, my account would be terminated. Neither of these employees put this in the contract, instead, gave me a 12-month contract. I contacted member services about the issue, and they told me that my membership was to be cancelled on March 31st, 2024, after they took out the monthly payment for March. I told them that this was not correct and for someone to please to call me so I can explain that this wasnt the agreement I had with the employees that **** up my membership contract. They never called me. I left the state of Maryland on March 3rd, 2024, which I knew and disclosed to the One Life employees back on December 23rd, 2023, which came out to 71 days of notice I had disclosed to the employees that I would not be a member come March 2024. I have asked for a reimbursement of funds several times and they responded saying they are unable to do so. They wrongfully charged me ***** dollars, the March dues and are refusing to refund me the funds. I gave notice to both *** and ****** at the One Life Fitness- Bethesda location that I would not be continuing my membership beginning March 1st, 2024, and they failed to put that in the contract for some reason, instead giving me a full year contract. One Life Fitness member services has not tried to resolve the issue. I simply am asking for a refund of my *****. I have asked them to call me several times and tried explaining the miscommunication to the person I am emailing; however, they claim they cannot refund me my money and have not once called me to reach out and gather all the facts.

    Business Response

    Date: 06/18/2024

    We enforced a 30 day notice as outlined in the agreement. He signed a one year agreement and was honored as relocation with a simple 30 day  notice. All of this must be done via email or certified mail. And if he did send the email on time, we had already informed of this as well to send the email that was submitted on time to be canceled at the end of Feb. He actually joined with some co-workers at the same time and they had submitted their cancellations timely. This was explained and in the contract as well. 

Onelife Fitness is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.