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:02/19/2025

  Type:Order 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 registered with F45 Training ********* on February 22, 2024. I received an email with my sales receipt and a welcome message, but I never received a copy of my contract. The contract was not available on the app.On June 2024, I called F45 Rock Hill's phone number posted on the website to give notice that I wanted to terminate. The representative told me cancellation was not possible and that I had to wait until February 2025 to cancel. He did not mention there was a 30-day cancellation policy. On February 3, 2025, I called to terminate my membership. The manager said I could only cancel in person. There is no main office I can go to and he did not provide me with his availability.On February 7, 2025, I went to F45's Rockhill location during ******'s posted business hours, but it was closed. I called the manager, who said I would have to come back during class time. He said I could stop by during the next class. He advised me that the paperwork was a mere request to cancel the membership. Upon their approval, I would be billed for an additional month. He said I had to sign this paperwork by February 22, or my contract would automatically continue month-to-month. This information was not previously disclosed to me.Later that day, I called to request a copy of my contract to review before I signed the proposed paperwork. No one answered, and the voicemail was full.I returned during class time, but the trainer said she was in the middle of class and did not have a copy of a cancellation form. She could not assist me in canceling my membership. That night, I sent F45 a email regarding the situation. I never heard back.I made a follow up call on February 19 but it was declined. They are making canceling my membership impossible. They are keeping my contract with them hostage. They are stonewalling me and forcing another renewal upon me. This costs me $155/month and I cannot afford this anymore as a student. I need help because I have nowhere else to go.

• Initial Complaint

  Date:08/14/2024

  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.

  I canceled my membership March and have followed up four times with no resolution. I keep getting charged monthly.

  Business Response

  Date: 09/09/2024

  The consumer will need to come into the gym to sign a cancellation form. 

  Customer Answer

  Date: 09/09/2024

  Complaint: 22139784
  
  I have reviewed the business' response and am rejecting it because:
  On March 12th, I received an email with instructions on how to cancel, which I proceeded to do for the following 4 months. F45 has not only refused to cancel, has not responded to my request, but has changed their policy 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/03/2024

  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.

  I canceled a no-contract membership with this business on April 15th. The individual I spoke to on that date cited a 30-day cancellation policy (which I did not agree to and for which there is no documentation). I was charged again on April 30th, which I disputed with my credit card company. I was then charged again May 30th (outside of the stated 30-day window), which I have also disputed. I've sent multiple emails to multiple addresses related to my cancelation, and not received a confirmation from the business.

  Business Response

  Date: 06/25/2024

  This consumer's membership has been cancelled, the last payment was taken 5/30. 

• Initial Complaint

  Date:12/09/2023

  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.

  I had spoken to an employee of f45 via text message to their company phone regarding pausing my membership due to my pregnancy and was told that would not be a problem. I noticed, however, that the charges paused for one month before resuming and charging me for 2 months without any notice or conversation. I reached out to the owner requesting to cancel my membership and to refund the money and was reassured that I would be refunded the money. It has been 3 months and I still have not been refunded. I have called almost daily, but the voicemail box has been full for the entire 3 months. I have also gone into the business in hopes of seeing the owner and I have sent multiple emails. I just want confirmation that my account has been canceled so that I dont continue to get charged and I would like to be refunded the 2 months that I was wrongfully charged for.

• Initial Complaint

  Date:08/11/2023

  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.

  This is a billing dispute related to cancellation of a membership at F45 Rock Hill. This location of F45 has multiple complaints of the same nature (see ****** reviews). According to their official terms of membership, a 30-day cancellation notice must be given.I emailed March 2nd to cancel my membership. I did not receive a reply until March 7th stating that memberships require a 30-day notice to cancel, I will be billed one more time on March 18th ($155) and have until April 17th to use the facility. I was then billed an additional monthly membership fee of $155 on April 19th. A follow up email was sent on April 20th inquiring, no response. Another follow up email was sent May 7th, no response.The vendor has still yet to response or contact me regarding the dispute.

• Initial Complaint

  Date:06/13/2023

  Type:Sales and Advertising 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 did a one month trial in February. On March 10 I emailed them to cancel. They confirmed the cancellation on March 15. They first informed then of the 30 day cancellation policy. So they charged me for March. I initially disputed that because they never told me. So I ended up coming another month. On April 13 they charged me again. I emailed them. I told them to remove the card from their system. (They told me they had removed me manually previously.) It happened again on May 14th. I emailed them again, twice. I have received the refund twice, but now I get a charge for *****