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:10/23/2023

  Type:Product 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.

  9/21/2023
  -called to cancel membership, no one answered so I left a message.
  
  9/23/2023
  -waited for a response never got one so I called again and left another message
  
  
  9/25-26/2023
  -had to message business on Facebook to try and get a response after no calls back
  -told me to email
  
  9/27/2023
  -got a repsonse back asking when I was available to come in to cancel
  -got another response asking why I was canceling but no response to when I should come in to cancel
  
  9/28/2023
  -got a response asking to come in at 6 that day, I was busy at work didn't see the message until too late and I asked if another day would be better
  
  9/30/2023
  -Never got a response so I emailed again.
  
  10/1/2023
  -finally got a response saying I owed for October due to the cancelation policy of 28 days (I was trying to cancel within that time frame but no one would respond to me.)
  -responded asking for cancelation policy
  -responded saying it's actually 30 days and I still owe the money but didn't provide the actual contract with the cancelation policy. They copied and pasted the cancelation policy within the email.
  
  10/20
  -I responded saying they need better customer service and they could change the policy since they copied and pasted so I need the pdf policy.
  
  
  I'm tired of the back and forth and no resolution.

  Bureau Response

  Date: 10/30/2023

  David *****
  SoldierFit 
  

  **** *** ***** ***** ***** *
  ********** ** *****
  
  
  
  
  
  Dear David *****:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/20/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Madison *********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Madison *********
  
  
  
  ** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  9/21/2023
  -called to cancel membership, no one answered so I left a message.
  
  9/23/2023
  -waited for a response never got one so I called again and left another message
  
  
  9/25-26/2023
  -had to message business on Facebook to try and get a response after no calls back
  -told me to email
  
  9/27/2023
  -got a repsonse back asking when I was available to come in to cancel
  -got another response asking why I was canceling but no response to when I should come in to cancel
  
  9/28/2023
  -got a response asking to come in at 6 that day, I was busy at work didn't see the message until too late and I asked if another day would be better
  
  9/30/2023
  -Never got a response so I emailed again.
  
  10/1/2023
  -finally got a response saying I owed for October due to the cancelation policy of 28 days (I was trying to cancel within that time frame but no one would respond to me.)
  -responded asking for cancelation policy
  -responded saying it's actually 30 days and I still owe the money but didn't provide the actual contract with the cancelation policy. They copied and pasted the cancelation policy within the email.
  
  10/20
  -I responded saying they need better customer service and they could change the policy since they copied and pasted so I need the pdf policy.
  
  
  I'm tired of the back and forth and no resolution.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  
  Refund; Able to finally cancel the memebrship and receive a refund for October since I have been trying to cancel for a month.
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Business Response

  Date: 10/31/2023

  Hello. Sorry for any delay. This is the first I am seeing this. Apologies for this not being taken care of. This is not one of my locations and is under different ownership change, but I will make sure this gets taken care of for you. Might be best to close this out and reach out to me directly###-###-####. Look forward to hearing from you and getting you helped out. Thank you and again apologies for the delay here. 

  Business Response

  Date: 11/02/2023

  The member’s account was terminated effective Oct 22, 2023.

  The policy is available within the member’s account through the app in which the member signs up for classes.  The policy portions regarding cancellation agreement that member signed were provided to the member based off the information provided at the time.  These policies are also explained to all members upon joining and prior to their signing.

  That said, the location is going through a management transition.  Prior communications (including voice messages) with prior management are not available to current management.  We have been working our best to service the many issues that have arisen from poor management prior to the transition, and it appears that two individuals became involved and did not realize final follow up had not been provided.

  In addition to the member’s account already having been terminated, I have issued a refund of the Oct 20 billing of $99.  We apologize for the inconvenience this has caused and for failure of a final email communication.

  Bureau Response

  Date: 11/03/2023

  Madison *********
  
  
  
  **** *****
  
  
  
  
  
  Dear Madison *********:
  
  
  
  This message is in regard to your complaint submitted on 10/20/2023 against Soldierfit Hagerstown.  Your complaint was assigned ID ********. 
  

   

  
  

  BBB has received a formal response
  from Soldierfit Hagerstown. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code* **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  

  The member’s account was terminated effective Oct 22, 2023.

  The policy is available within the member’s account through the app in which the member signs up for classes.  The policy portions regarding cancellation agreement that member signed were provided to the member based off the information provided at the time.  These policies are also explained to all members upon joining and prior to their signing.

  That said, the location is going through a management transition.  Prior communications (including voice messages) with prior management are not available to current management.  We have been working our best to service the many issues that have arisen from poor management prior to the transition, and it appears that two individuals became involved and did not realize final follow up had not been provided.

  In addition to the member’s account already having been terminated, I have issued a refund of the Oct 20 billing of $99.  We apologize for the inconvenience this has caused and for failure of a final email communication.

  Bureau Response

  Date: 11/03/2023

  Madison *********
  
  
  **** *****
  
  
  
  
  
  Dear Madison *********:
  
  
  
  This message is in regard to your complaint submitted on 10/20/2023 against Soldierfit Hagerstown.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Soldierfit Hagerstown. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  

  The member’s account was terminated effective Oct 22, 2023.

  The policy is available within the member’s account through the app in which the member signs up for classes.  The policy portions regarding cancellation agreement that member signed were provided to the member based off the information provided at the time.  These policies are also explained to all members upon joining and prior to their signing.

  That said, the location is going through a management transition.  Prior communications (including voice messages) with prior management are not available to current management.  We have been working our best to service the many issues that have arisen from poor management prior to the transition, and it appears that two individuals became involved and did not realize final follow up had not been provided.

  In addition to the member’s account already having been terminated, I have issued a refund of the Oct 20 billing of $99.  We apologize for the inconvenience this has caused and for failure of a final email communication.

  Customer Answer

  Date: 11/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  
  
  Madison *********

  Bureau Response

  Date: 11/05/2023

  Complaint Handler
  Soldierfit Hagerstown 
  
  *** ******* ********* *****
  *********** ** *****
  
  
  
  
  
  Dear Complaint Handler:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 10/20/2023 by Madison *********. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  
  
  Madison *********