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:09/10/2024

  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.

  While signing up we noticed an annual fee of $49. My wife and I asked the employee what that was and she told us not to worry that it would not be charged and that was only of we signed up for an annual plan. Behold come 14 days later we were charged over $100. If the sales person had been honest at the time we simply would have waited to sign up and that would have been that. Instead we we have been told by customer service that they will do nothing because they have a contract. What this employee did is wrong and illigal and should void the contract and we should be refunded the entire amount. I am very unhappy with the deception and treatment we have recieved.

  Business Response

  Date: 09/30/2024

  Hello BBB! 

  We have read *** ********* statement and reviewed the sign-up discussion with our staff on our front desk cameras. Our cameras have video and audio of our front desk.  Our staff did indeed mention the annual fee, and the date that the annual fee would be due, to *** and Mrs ******* at sign-up. Knowing this, both signed up for memberships. 

  *** ******* called our customer service on September 10 to complain about not knowing about the annual fees. After reviewing our cameras, our customer service manager called *** ******** on September 11, and explained that our staff did indeed inform of the annual fee. Furthermore, Colaw Fitness would waive the cancellation fee, explained on the membership agreement, for both memberships if the ******** decided to cancel. Email address was verified and cancellation form was sent. At this time, we have not received cancellation forms from *** or **** *******. 

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service 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 have a family member that attended Colaw and didn't like the customer service and said there were bugs that they complained about it and was treated rudly. They decided to quit the gym. They told me thier were bugs and I said I hadn't seen any. Then I actually saw several bugs and took pics of them. I sent them to my family member telling them that they were right and I saw them too so I sent them the pics to show them. My family memebr then posted negative review on ******* I was contacted the next day by via text message by the General manager (*********************) and asked if I had posted the review. She assumed because the review was under a family member with the same last name and that she had asked me not to drop the weights earlier that day, that it was me making the post. I told her it may have been a family member but it wasn't me. Why would I write a bad review of a gym I am currently attending? I told her she would have to take it up with them and I did not want anything to do with it. She said she had no intention of involving me in anything. She just wanted to formally introduce herself. I asked her not to contact me again about this matter. The next day I recieved a notification that my membership had been credited back. I sent a text to the number I was originally texted from asking if my membership had been canceled and for a copy of my signed contract. I recieved no reply. I've tried to reach out to the owners but of course thier is no way to contact them. I've sent emails with no response and left voice mails. Then the General manager ( *********************) closes my account and said she could not contact me in regards to the ****** review according to the customer service message. I just want to be treated with dignity and respect. What did I do wrong? I do have proof of these conversations that shows they tried to hide it and what they did.

  Business Response

  Date: 09/05/2024

  Hello BBB, 
  On August 14, 2024, Colaw Fitness ****** terminated *************************** membership.  Before the membership was canceled, all of August membership dues were refunded to *************************** card on file ($15+tax). 
  As seen in the attached text messages, our manager did reach out to ******* after a ****** review was left by a '***************'. As seen in the text messages, a mention of involving a lawyer was mentioned by *******. 

  After that, we refunded August membership dues, canceled the membership. We have ceased all communication with ***********************. 

  
  

  Customer Answer

  Date: 09/06/2024

  Complaint: 22183797
  
  I have reviewed the business' response and am rejecting it because the manager or staff were not reprimanded. You did not stop communicating with me as you see the fake negative reviews you and your staff have posted about my business which I have turned into the **** You canceled my membership based on a family memebrs review NOT MINE! You only refunded 1 month not the entire memebrship. This is the worst gym I've ever been to. Will never reccomend. I always mentioned I would retain a lawyer if there were problems which as seen in all the information provided, they lied about. Horrible business practices. 
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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.

  Colaw fitness staff took another member’s personal information, their phone number, looked up my husband’s member info and texted him claiming I was having an affair with the other member. This is a violation of several privacy laws, has caused severe emotional distress for my husband and myself, and nearly ripped apart our beautiful family of 5. Thankfully. My husband and I are good at working through things together.
  
  This specific establishment has a history of this happening, and one current staff has been warned several times already to not do this anymore. I believe it was **** ****** who did this, though we are still working on proving that specifically. We would like our rights protected and direction to restrain Colaw or any staff from ever contacting us again.

  Business Response

  Date: 01/13/2023

  Dear Dispute Resolution Department, 

  
  

  As customer service manager, I have been in phone contact and email contact with Ms. *******. We have accommodated the request to remove her and her husband's contact information from our system.  This was completed on 11.29.2022. No person can view any contact information for them in our system. After the contact mentioned above, we were under the impression that the situation was resolved. 

  
  

  Addressing the customer's statements: 

  1. After review, there is no evidence that a Colaw Fitness staff member took member's personal information from the system. Ms. ******* provided a screen shot of the text to her husband. The phone number associated with the text, does not match any employee phone number in our records. 
  2. Colaw Fitness does not have a history of employees taking member's contact information out of the system. 
  3. As mentioned, Ms. ******* said there is not proof that **** ****** was the person who sent the text. This is just conjecture from Ms. *******

  Ms. ******* is blaming our staff by name, even though he admits that she does not have evidence. 
  

  
  

  Sincerly,