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Business Profile

Fitness Center

TNT Strong

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2024

    Type:Product Issues
    Status:
    UnansweredMore 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.
    The gym continued to charge me after I cancelled and had L4/5 spinal fusion. I also retired from the military and have not been there for over a year.
  • Initial Complaint

    Date:01/04/2024

    Type:Billing Issues
    Status:
    UnansweredMore 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 was paying for my sons gym membership there until July of 2023 when my son had a seizure (7/8/2023) and was no longer able to workout or even drive for 90 days. I called on his behalf the week of 7/10/2023 and spoke with an employee and explained the situation to them. I explained that he couldn't drive to sign anything but we wanted to cancel his account since he wasn't going to be using it and I wanted my card removed from their system. I was ensured at that time that both were taken care of. The card on file is my main debit card from my bank (*****************************) The last time i was charged was 7/4/2023. On the morning of 1/12024, I woke up to a charge from TNT for $175.10. I immediately contacted the business and sent my son to the gym to sign the form they were saying if he didnt sign they would continue to charge. They claimed they would get back to me, they didn't and stopped answering my phone calls. It wasn't until I left a poor review of their business that I received a response claiming that **** didn't cancel properly and that they had been trying to charge money all along and that the card was declining. None of which is true. My card didnt decline. The bank has no history of a charge from them declining and the bank calls when cards are declined. TNT wouldve called when the card was declined. (nobody did bc it wasnt) The business then asked for documentation to prove my sons emergency. (although I find that very sick) I sent it to them via email. They have since ignored my last 4 emails. THIS IS FRAUD! This complain is one of many steps I will be taking against this business in the coming days until I hear back from them and they agree to credit the money. My son has not attended their gym since July 2023. His seizure was hard enough on him without some business also stealing from him. I AM NOT GOING AWAY
  • Initial Complaint

    Date:05/15/2023

    Type:Service or Repair 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.
    Have attempted to cancel my membership 4 times over the past 6 months. I initially signed up on a month to month basis, after several months I decided to cancel, when I called them to cancel they told me that in the fine print, I was locked into a year long deal with them, which was not verbally disclosed to me upon purchase. My options were to either pay a hefty charge, or wait until the year ended. It was cheaper to wait until the years end and to cancel the membership then. This was in October 2022. In November and December I did not receive a charge on my card which I found odd but assumed they cancelled the membership anyway. Then on January 5th 2023 I received a $165.95 charge. I assumed this was the price of November, December, and January all added up in one charge, but the math doesn't make sense. Each month is 24.99 so the total should have under $75, instead it was over double that. I called them a second time to confirm my cancellation and get info on this new charge, an employee told me that she had cancelled my membership and would have a manager reach out to me about the charge. I never received a call, I called again about two weeks later, they apologized and once again said they would reach out to me. Again, the call never came, I was just happy my membership was cancelled so I moved on. It is now May 2023 and I have been charged a $30, $24.99, and a $60, on march 3rd, march 6th, and may 1st respectively. Once I notice these charges I call them but the gym is undergoing renovation so they are unavailable. So I call my bank about what my options are. The options were not great but I have decided to have the bank dispute the charges in hopes of getting my money back. May 15th 2023, I get in touch with a front desk worker via telephone and ask for a manager, he asks what it's about, I tell him cancelling my membership, he says that I have to come into the gym to cancel, I tell him that is not what I was told previously. I ask for a manager, he tells me that the best he can do is take down my name because the manager isn't there. Knowing in the past that the manager failed to call me two times, I ask what time the manager will be in. He says he has no clue, the manager comes and goes and nobody on the staff has the slightest idea when the next time they might be in is.

    Business Response

    Date: 06/05/2023

    Hi **. ***********,

    January 15th, 2022 you signed up for a year membership that was in fact month to month payments during that year. After, the year contract was met (January 15th 2023) your membership is month to month. You can cancel at any time. All we require is to cancel in person, with a valid ID, signature, and a 30 day notice. We provide a cancellation document printed and emailed for your records. If you would please provide those cancellation documents we will be happy to refund you for the balances that you feel you should not have been charged for. 

    In regards to payments made on your account, if for some reason a card on file declines, there is a late fee, and service charge applied. If we are able to update the card on file soon enough we do everything we can to waive the late fees and service charges. Our monthly rates changed as of January 1, 2023, for all memberships. However, as a legacy member your account was only increased to $30 a month.

    We apologize that we were unavailable during renovations. We did notify members over a month ahead of time that we would be closed due to renovations. It appears after the renovations, you were able to cancel your account with our Membership Advisor who helped to resolve any issue at hand. Other than notification after our renovations we had not been made aware of any type of issue with your account. We never received an email in regards to the issue but we are happy to address it now and in a timely manner. Thank you.

  • Initial Complaint

    Date:04/07/2023

    Type:Product 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.
    My partner and I spent $599 each as a deposit for a “free” 6-week transformation challenge at this gym. The agreement was that money would be used after the 6-weeks however we wanted towards gym membership or continued classes. We were also promised nutrition coaching which was very much oversold. We followed all that was asked of us (workouts, steps/day, food tracking, independent cardio workouts, etc.). By the fifth week we were informed the $1,198 spent is only used as a “discount” for paying more out of pocket expenses if we wanted to continue anything at the gym. When we questioned the original agreement and sales person even admitted that’s what she sold us, but did not agree to paying thousands more out of pocket to ever see our original $599 each spent, they kicked us out of the program with a partial refund for the last week.

    Business Response

    Date: 05/13/2023

    The introductory program that we offer is in fact free, however there are stipulations in order to assist clients in staying accountable, not waste our coaches time, and for our clients to see the BEST results. Our job is to assist the community in gaining knowledge on their health and how to achieve the health goals that they willingly walked into our facility to receive. There are results guaranteed by our introductory program and those results have to be met in order for your 6 weeks to be free, so we did not even have to allow the clients to have the opportunity to have their 6 weeks free. This client not only did not follow any instruction given to her but this client has harassed multiple other members and has attempted to ruin the experience of other member's due to the fact that she is incapable of following a workout and meal plan. This client harassed many of our employees and now continues the harassment by posting false information about our business. Her "partner" was wanting to stay to get his introductory program for free and was enjoying the services. He told our employees that he wanted to continue with services but this client wouldn't allow that. This client wants a refund for his and her own services because she paid for both services but that is not how it works. This client could not be satisfied even after several generous attempts. This client still could not be satisfied when we REMOVED HER from the program due to the harassment and complaints from other members. Members reported that she stopped them outside of our facility at night and made them feel very uncomfortable. We gave her a refund for the services that were not provided to her which we also did not have to do. We tried to work with her as much as possible and wanted a win win for both parties. We deny a refund to this person because she received services for 35 days. There are two sides to every story.

    Customer Answer

    Date: 05/19/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

    Complaint: ********

    I am rejecting this response because:

    There has been no effort to make the introductory program in fact free for the first 6-weeks.  Even attempting to complete the 6-week program and all the stipulations as outlined in my first statement were denied to even finish the 6th and final week by the gym as they kicked me and my partner out at the end of the 5th week simply for not agreeing to pay more out of pocket to continue with gym services after the 6-week program was over (additional payment required above and beyond the $1,198 we already paid). Gym staff confirmed our understanding was correct but the gym owner refused to honor what was advertised nonetheless.

    To say I did not follow instructions is an insult given the amount of time and effort that was poured into this challenge by myself and my partner despite limited information, changing offered workouts at the gym, and many technical glitches within the 6 apps needed to work with the gym for this challenge. I have proof of all the discussed requirements being completed on my end as well so saying I did not follow the program is false and up until the 5th week when the scam was revealed, there was no mention by the gym saying I had done anything wrong. It appears this is a lashing out in attempt to redirect the focus on the failed promises of the gym.

    To say I harassed anyone is absurd and not true. I reached out to other members after week 1 to try to understand or share meal ideas since very minimal guidance was provided.  These women have since reached out to me with questions and we have been a moral support for one another in light of knowing now we were all scammed. 

    To say I wouldn't allow my partner to continue services is also false as per the email sent to me by the gym stated he was also getting kicked out simply for the charge being placed using my credit card when we enrolled.  They never did even contact him or give either of us a choice in the matter and said the 6th week would get refunded despite us being willing to complete the 6 week challenge so that we were not in error for not seeing the program through.

    I've never had this poor of an experience with any business in my life and normally do not post reviews or report matters, but the greed, rudeness, gross misrepresentations and scamming is so outrageous I feel it is my responsibility to report to help unknowing folks in the community from falling prey to the same scam and unethical tactics.

    Regards,

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

    Business Response

    Date: 05/23/2023

    Everything in response is false and completely made up. Weve tried many efforts to have a win win scenario and at the end of the day we cant make everyone happy. Our business and services arent for everyone as we understand not everyone takes their health and wellness as serious as some. We can only provide and educate as much as a client allows which is what every single staff member tried to do. 

    If we were truly a business that did not care, were greedy, rude, and a scam we wouldnt have refunded you when we had no obligation to. You signed a document that said NO REFUNDS. We also wouldnt have exerted so many efforts trying to keep both you and your partner in the program. We also would not have communicated with you via phone call, email, and now BBB. There is no obligation but we CARE. 

    We apologize that you feel this way. We truly wish you all the best in your health and fitness journey. We hope you can find someone, somewhere, or something that is up to your standards and can help you with all of the things you need. 

    Customer Answer

    Date: 06/04/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: there was never a full refund issued.

    Not sure the point of this BBB process with these continuing contradictory responses, but the fact of the matter I've made is clear. This was not a free 6-week challenge as advertised and agreed upon.

    I have proof of all the criteria being met on my part for the challenges for the 5 weeks until kicked out of the program for refusing to pay several thousand dollars more to ever see our original $1,198 ($599 each) back if we didn't agree to continue payments beyond the 6-week challenge. We even continued the workouts at home for the 6th and final week on our own at home since we were always committed despite the many stumbling blocks imposed by TNT Strong and staff.

    There is no document with my signature so one that says "no refunds" does not exist and has not been provided. By kicking us out for not agreeing to pay thousands more to continue beyond the 6-week challenge and offering $99.83 back for 1/6 of the program cost of the final 6th week is not showing you care nor a full refund nor a default on our part to support your claim.

    People and businesses owning up to agreements made should not be a high standard, but I do appreciate the well wishes in that regard as it does seem increasingly hard to come by that standard. I hope my mistake may be a learning lesson for someone else in the community and the time used in these BBB continued responses is not in vain and the reader may well discern both your sincerity and mine in our responses when made public.

    Regards,
    *******************

  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair 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.
    I cancelled my gym membership with the gym on August 26, 2022. I was informed that I would be charged only one more month which would have been September. The gym charged me for Septembers month and I thought that would be it since that’s what I was told. I noticed that I was charged again in October not only once but twice. Once for 24.99 and another random charge for 35.99, I called and spoke to the gym and they assured me that would be the last charge and I shouldn’t have any more issues. Unfortunately I was charged again for November for 24.99 so that is now 3 false charges and $85 they stole from me. I went into the gym this time and the employee was extremely rude and kept saying I signed a contract which I never actually did, and they wouldn’t provide the contract to me. She got the boss on the phone and he was even more unprofessional and rude and hung up the phone on a customer. They refused to make any adjustments or refund atleast 1 of the charges.

    Business Response

    Date: 11/27/2022

    The above member emailed in August in regards to his membership. We do not take cancellation via phone or email. All cancellations must be done in person. There is a 30 day cancellation policy from the day the member comes into the facility to cancel their membership. There is a membership buy out fee for any member that is still in contract which ************************ was in until December 2022. We informed ************************ that it would make more sense to pay for the final December invoice instead of paying the $175 buyout fee. Due to **. *********** harassment to our business and employees we cancelled **. *********** memberhsip without collection of his buyout fee and his final December payment. All previous payments made to our business were for previous invoices for the service ************************ signed up for. Any additional fees applied to the account would be late fees due to **. *********** credit card declining his gym membership monthly invoices of $24.99. This unfortunately occurs when the member does not have enough funds in his/her bank account. Our software system sends reminders of when invoices are paid and/or declined directly to the member. We have a 10 day grace period prior to the late fees being applied to the invoice. We have documentation that these documents were sent every month via SMS or email and that they were opened by the above member. 

  • Initial Complaint

    Date:08/24/2022

    Type:Product Issues
    Status:
    UnresolvedMore 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.
    TNT Strong illegally withdrew funds, amounts not agreed upon, did not provide proper membership documents.1/2022-TNT Strong gym -bought out the previous gym housed in the same space.TNT management of member email info is very sporadic -not consistent nor helpful. TNT refers to contract for verbiage.TNT DID NOT provide new gym membership contract to replace obsolete membership.This is a dishonest practice to gain fees.12/2021-email, TNT Strong stated membership fees WOULD NOT increase, but TNT did increase the fees without notice. This is a fraudulent accounting practice to charge a different fee without permission. 5/14/2022-In person, as TNT requested, membership was cancelled, was told there would be no other fees as cancellation was 30 days before the next payment date. The payment date set when the automatic payment date was originally established which was the 15th of the month. This date was still showing up since the person at the desk pulled it up while I was present. 4/2022-TNT changed the date for the automatic monthly membership fee without any notice or agreement, thus dishonestly gaining another month of increased member fees. 5/14/2022-TNT owners did not return calls or messages as requested that were left in-person.6/2/2022 co-owner was rude on the phone.6/2/2022-TNT again cancelled my membership. 7/2/2022 received an email stating membership had been renewed for 1 month. Did not request this renewal and was charged without my permission. This business is deceptive.TNT Strong should refund two months; June and July $49.98 not just July ($24.99) They have not been forthcoming about their accounting dealings and should refund $10.00 for *** when there was an increase in the membership fee without permission. TNT Strong has no integrity, is based on fraudulent practices hoping that no one checks their billing statements.

    Business Response

    Date: 09/06/2022

    Tell us why here...TNT Strong purchased the previous gun business in December 2021. Written notice and emails were posted by the previous owner that the business was being sold. When we took over the business we gave written notice and sent emails that the business was under new ownership. We sent emails out stating we would not be cancelling anyones memberships  without their request and the $10 and $14.99 memberships would NOT be honored and these members would have to cancel or their rates would be increased if they wanted to access the facility. The member who is making a complaint never spoke to either owner in person or over the phone. The member who is making a complaint came into the facility on May 14th, 2022 to inquire about cancelling her membership. One of our associates gave her our email because she wanted to reach out with questions regarding cancelling her memberships due to being unsatisfied with our 30 day cancellation notice policy. Member NEVER sent any emails for either owner or management team to review and answer any questions this member may have had nor would we have known that this member wanted her membership cancelled. On July 14th, 2022 member came in person into the facility to request her billing date to be moved to the 15th of every month. I am confused why someone who is wanting a refund for JUNE and JULY would have come into the facility to request their invoices to be charged on a different date that is more convenient to her on July 15th, 2022.  Which we happily changed her invoice date, because we are willing to work with our members and customers. I am confused why someone who thinks that our business has poor business practices would continue to come to the facility and request a change in their billing date but not ask an associate about the increase in membership dues if it truly wasn’t made aware to members. In June we did have an issue with our software where ALL members were sent a cancellation document which a follow up email was provided letting members know that their memberships were not actually cancelled. We are aware that is caused some confusion however, we did what was needed to communicate about the software issue. Other than communicating and fixing the error there was nothing else on our part that we were capable of doing. When we purchased the business we also purchased the members and their contracts. This member was in an open-end membership which means she was not in any type of contract but rather a month to month membership. The only policy for open ended contracts was that they could be cancelled with a 30 day notice requirement. That is all that we would have required IF the member had made it known that she wanted to cancel her membership but the business was never notified of her wanting to cancel, other than her wanting to send us an email in regards to questions regarding cancellation. An email by the member was never sent and we have an in person cancellation policy, to verify ID, and obtain a signature to verify cancellation. Due to the member being in an open-end membership, there was no contract with a  policy of rate increases and she was not locked into any rate. If the member had an issue with price increases or any issue with the new ownership they legally had 30 days to cancel their membership effective immediately. This would VOID even the 30 day notice policy. After the initial 30 days of new ownership elapsed, our cancellation policy of 30 days was required. This member was aware of changes being made DECEMBER 1st, 2022 and continued to pay until JULY 2022.

    Customer Answer

    Date: 09/16/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:

    I am rejecting this response because this business is continuing it’s fraudulent and misleading practices. The comments from TNT have many untruthful and fabricated details which are not factual at all, and very worrisome because these comments highlight the poor business practices observed. My account continues to be charged for a membership fee 4 months after cancelling that membership in-person as TNT required. What else does a person have to do to cancel a membership and not be charged every month?
    Why won’t TNT stop taking funds from my account? This is TNT’s job to stop taking funds from me, not me constantly contacting the fraud department! No other legitimate business has this problem, only businesses that are fraudulent, dishonest, and misleading. This is proof that TNT is a poorly run business with no integrity.  

    Regards,

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

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