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:07/13/2023

  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.

  I signed up for their 3 month membership which I didn’t realize once it ended it rolled into a weekly $42 dollars plan until they tried to charged my credit card on June 7, 2023. The charge was declined since my credit card was locked. That same day on June 7 I reached out to the manager **** asking about the charge and she told me that my membership ended and it rolled into weekly $42 a week, we communicated back-and-forth until I requested my credit card be removed from their system on June 9th, **** did not respond. Now we’re disputing over the charges that she says I now owe for the pass charges in June plus the termination fee but she never let me know when we were communicating via text that I needed to cancel via email nor told me anything regarding the fees I would occur. They are refusing to cancel my membership and are trying to weekly charge my credit card for services that I’m not taking anymore. They also stated that my membership will stay active until I pay the past due amount as well as the termination fee which all of this could’ve been resolved the first week of June when I reached out to the manager **** who didn’t respond.

  Business Response

  Date: 07/21/2023

  During the membership enrollment process, enrollees are presented with and asked to review the Membership Agreement. The Membership Agreement informs of the membership conversion from Summer Membership, upon its listed expiration date, to a Month to Month Unlimited plan with weekly payments of $42.00. It also advises of the process to cancel a membership, which includes sending Notice of Intent to Cancel in writing or via email. The cancellation process is 30 days long. The canceling member is responsible for any charges that are accrued during that time. 
  

  Ms. *******’s enrollment process did not differ from any other. A copy of her Membership Agreement was also sent via email to keep for her records. 
  

  In reference to the request to have Ms. *******’s credit card information removed, she did not have a replacement default payment. I advised that I would be more than happy to do so once another form of payment was presented. 
  

  We are not refusing to cancel Ms. *******’s membership, but the cancellation process has not been followed, therefore cannot be completed.