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:07/29/2024

  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.

  I came across a flyer for this business at a physical therapy gym, called ****** in Hanover, MD.
  I emailed the business ten days ago asking for more information about the classes on offer. They responded with a generic email prompting me to set up an account and to pay for the class/program I wanted.
  I emailed again, asking for a personal response before making a commitment to a program. Never received a response to that email.
  
  I waited and thought about this. Something didn’t feel quite right so far, but after ten days I decided to go forward. The site looks legitimate, the flyers were available in a respectable physical therapy gym, and I was very drawn to the promises EVOL body wellness made for personal growth.
  
  I called the business two times yesterday and today and the recording said the voicemail box was full. Another option to reach out was through text, which I have done, twice. No response. Even outside of normal business hours, a text should be seen and acknowledged especially by a future client.
  
  I purchased yesterday a two day a week for a month package for $260.00 plus taxes. Oddly, on checking my ******** ******* statement, I have only a pending charge of $1.00. I never did receive a receipt of payment which I believe was $273.00 but since it didn’t show up on my credit card statement I cannot be sure that it entirely accurate. Also, I signed an online waiver releasing the company of liability which I believed to be in case of injury during a workout at their gym. Now I fear I released liability for them to just take my money.
  
  There are too many questionable and concerning variables involved with this business so far. I have reached out to each and every platform available to them and told them I was contacting the BBB and will personally arrive at their gym location in Hanover ( they have several) to discuss this matter.
  Thank you for your time in reading this. Thank you for investigating this.

  Business Response

  Date: 08/05/2024

  This complainant registered on our website on July 16th at which time she received a welcome email informing her of our process which includes continuing to purchase a package and then she would be contacted within 48 hours of purchase to be scheduled for her personal training sessions. The complainant did not call or email us after registration. However, we did attempt a courtesy call to her on July 17th at 8:30 pm, and left a voice message to see if she had any questions. She did not answer the phone, and she did not return our phone call or send an email. She did reach out via our ********* platform and was informed of the same instructions and process via direct message. The next contact that we received from her were text messages on Saturday July 28th at 11:25 am claiming that she made a purchase and a second text message on Sunday July 28th at 9:08 am accusing of us being a **** and not a legitimate business. Both text messages were sent outside of our normal business hours for responding to inquiries. She had not purchased a packaged, therefore our 48-hour response time policy did not apply to her. We do strive to contact all of our customers and potential customers within 48 hours, but we are a small business and do not have any automated responses or 24/7 call centers. All of our calls and texts are responded to by our administrative assistant, who is a real person with working hours. All call logs, emails, and text messages are attached to this response. Upon reading the text messages on Monday morning, a prompt message was sent informing the complainant that we had no record of any purchase from her. We also have no email receipt of the purchase. Had we received her paid package on Saturday, she would have been contacted to get on the schedule prior to Monday. We communicated the same via email that no packages were purchased under her profile. Therefore, no refund was necessary or under dispute. We also kindly asked her to provide any proof of her purchase including an electronic receipt or her bank statement record showing the purchase and we would gladly refund her money and refer her to other local gyms in the area. None of our correspondences via text, call, or email were ever responded to by the complainant. She also threatened to show up in person to our location in Hanover, MD to resolve the issue in person, which we would have been happy to do, but she never showed up. We are 100% a legitimate business, as proven by our over 145 five-star ****** reviews (screenshots attahced) and the countless client transformations that we have posted to our public ********* profile of real people whose ********* accounts are also tagged in the post. (Our ********* is *****************). We are a locally and minority owned company that has been in business for the past 3 years and within that time have expanded to 3 locations, 12 plus trainers on staff, and over 600 active clients. Our packages do not come with any contracts and are month-to-month at each client's discretion. Therefore, we don't have any problem refunding the customer any money owed prior to activating a package. That is our standard policy for everyone. In the future, the complainant should allow for at least 48 to 36 hours for a response from a local business, especially if that business is closed during the period that she reaches out. We would have been more than happy to assist her in completing the purchase and getting her scheduled for training promptly on Monday morning, and she could have started with us same-day or the next day after purchasing. Unfortunately, we were not given that opportunity. If the complainant can provide proof of purchase, we are happy to provide a full refund. If she cannot, then we believe this complaint is unfounded, no dispute resolution is needed, and the complaint should be closed without further investigation. More detailed documentation can be provided upon request as we were limited to only 5 attachments. Thank you. 

  Customer Answer

  Date: 08/06/2024

  
  
  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,
  
  
  
  ******** **********