Complaints

This profile includes complaints for Club Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Club Fitness has 39 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Club Fitness

  3701 N Saint Peters Pkwy # A Saint Peters, MO 63376-7317

• 

  Club Fitness

  957 Woodcrest Executive Dr Saint Louis, MO 63141-5044

• 

  Club Fitness

  3443 Nameoki Rd Granite City, IL 62040-3709

• 

  Club Fitness

  1837 Homer M Adams Pkwy Alton, IL 62002-5665

• 

  Club Fitness

  571 W Belt Line Rd Collinsville, IL 62234-4411

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:06/11/2024

  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.

  From reading their response, my understanding is that Club Fitness is offering to refund withdrawals of $35.94 (04/01/24) and $55.44 (05/03/24) that were taken from my account. There was also a payment of $32.67 that was taken on 02/26/24. Not sure why that transaction was submitted to my account, and I feel that should also be refunded. 

  Regards, 

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

  was taken thru when I came on February 19. She then saw the withdraws that were made since the February 19th and wrote them down along with the contact to reach out to in order to get a resolution. The contact turned out to be the 3rd party that does the billing and not a Club Fitness representative. I got busy with work and could not make it back to the physical location right away, and when reviewing my bank statement in April, noticed another withdrawal of $35.94. I again went back to the physical location and spoke with the same manager that originally took me thru the process of canceling my membership. We went back thru the same process and this time there was an option to send an email verification to myself, which I selected. However, on May 1, 2024, there was another withdraw of $55.44 from my account. Upon checking my email, there was a response to my complaint stating that since I had no proof that I canceled in February, on THEIR kiosk, that they couldn't issue a refund to me.

  Business Response

  Date: 06/17/2024

  We were able to locate a submission from 2/19/2024 to cancel the membership. The last billing per the agreement for a 30-day notice based on the submission date of 2/19/2024, March 1st, 2024 would be the last billing. A refund for the April and May payments billed has been submitted for a refund. Member was not billed in June 2024.

• 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.

  Complaint: 21797952
  
  I am rejecting this response because:
  

  The website clearly states that requests for cancellation should be mailed to their PO Box in ********, **. This is where I mailed all of my requests. However, the written agreement from the original contract states the at requests should be sent to ****************************************************************************************************. This lack of transparency adds another layer of convolution to their already deliberately-too-difficult cancellation process. It also allows for more opportunities for requests like mine to be conveniently lost in the mail, by forcing the letter to travel hundreds of miles across multiple states to an unnecessarily distant intermediary location before being redirected to their actual location in ****************, just 50 miles from the original location. This is questionable practice at best and malicious at worst. I will resend a certified letter in hopes it might actually make it, but I have very low expectations.
  
  In addition to the address discrepancies, the original agreement, signed in 2017, states that the initial terms of the agreement are not to be extended over a period exceeding two years. It has been much longer than that, and I never agreed to a renewal of the agreement. By this, should my agreement not be void? I havent been into the club in SEVEN YEARS. 
  
  Sincerely,
  
  ***********************

  gym had on file, so they have not been able to charge my account since then and have since sent me to collections. In light of my THREE ignored requests to cancel my account over the past 2-3 years, I will NOT be paying the balance.

  Business Response

  Date: 06/10/2024

  We have not received a notice to cancel by mail or in person. Where were these letters mailed? Any of them sent certified? Any returned? All received requests are processed. We would request member to provide proof of cancel for the account to be reviewed. Member was contacted 26 times prior to being sent to an outside agency regarding the past due amount owed. Member did not respond to any notices. We would like to work with the member; however, we are requesting more information to be provided.

  Business Response

  Date: 06/12/2024

  Both addresses the member is referencing are valid and accurate. Both addresses receive cancel mail daily and are processed. The initial term may not exceed two years. The members initial term was open end, there was no contractual obligation term to begin with. Member was open end from the start with an automatic renewal each month. This is clearly outlined in the agreement.

• Initial Complaint

  Date:05/04/2024

  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 followed the steps required to cancel my membership. Two options are listed on their website, and I am out of town so I had to use the mail option. I sent a letter via US mail with my agreement number, dob, full name, phone number, email address, and desire to cancel to the ** address listed on their website.Their website does not say HOW or IF they will notify you that your cancellation was received. But it says to allow 30 days for processing.I also froze my account online so the most I would be charged is $5 per month (a new policy they started this year. it used to be free) So I at least have the receipt of that.After the 30 days, not only am I still being charged, but I'm being charged the full $21 monthly membership. So they obviously received SOMETHING, or else I would only be charged $5 freeze amount. And This was not the one-time yearly fee, I was already charged that one as well.As others have complained, this company is obviously scamming people deliberately. Not doing anything with the cancellations, not giving any documentation it was received. Not providing any way to call and check on cancellations.I am very disappointed in this business, there should be serious legal ramifications for repeatedly scamming members and billing without authorization.

  Business Response

  Date: 05/09/2024

  Member ****************** froze his membership from June of 2023 through January of 2024.Then on 2/22/2024 a freeze request came in and was processed for 6 months with the $5 a month monthly fee. A confirmation was sent each time a freeze was processed to the email provided. A cancellation notice was received with a postmark date of 3/25/2024 to cancel. A cancel will void a freeze to process the cancellation for a 30-day notice per the agreement terms. the membership was unfrozen, and the 30-day notice was processed for a last billing date of 4/23/2024. Member was emailed the cancellation confirmation on 4/4/2024 - please see attached for proof. No refund is owed and we have processed all member requests. 

• Initial Complaint

  Date:05/01/2024

  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 had made an attempt to freeze my account with them before I returned to college after winter break. The website displayed I had successfully input a request, and I received no email nor notification of my request being denied. Today when I go to finally cancel my membership and pay the month I would have owed after the freeze, I discovered they have been charging me to a card that is now deactivated for the entire time my account should have been frozen. Their excuse for this is that they attempted to notify me from a corporate phone number which my phone automatically sends to voicemail. Had I received any notification that my request was denied even remotely around the time I attempted to freeze my account I would have resolved it.

  Business Response

  Date: 05/09/2024

  We do not have a record of a freeze request for ********************** since August of 2023. Member would have received two confirmations, just the same as the member did in August of 2023. We would need one of the two confirmations to review the membership balance owed further. Notices and attempts to contact member via phone, text and email were sent starting on 1/19/2024. There were 24 attempts to contact member (see attached). 

• Initial Complaint

  Date:04/27/2024

  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.

  The complaint toward Club Fitness is that their company is unresponsive. Their app, ClubFitness+ does not work, does not allow members to log into their account (both myself and my husband, as well as others we know, have reported this). I have emailed the company 3 times in the last 3 weeks seeking assistance and have not received a single response.

  Business Response

  Date: 04/30/2024

  We would request that the members seek assistance in person at their local club during staffed hours. Emails are responded to in the order received. We do have a high volume this time of year and responses are taking longer than normal. Each member must have a valid unique email on file to access the app.  

• Initial Complaint

  Date:04/11/2024

  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 was a member of Club Fitness from January 2022- Febuary 2024. In February 2024. I noticed another membership coming out my account that wasn't mine.The other membership was coming out my account for a year in the amount of $34.87 on the 3rd of every month.My membership is $44 a month & comes out of the 25th of every month.I started my membership in January **************************** January 2023 I switched my payment method from my credit card to my debit card.I gave my debit to a club fitness employee to make the change.This employee put my debit card information on someone else's account & for a year I was paying someone else's membership & had no clue.The only reason this was caught was because on the 3rd of Febuary 2024 that membership overdrafted my account. I reached out to club fitness about this situation.There was a total of 13 transactions on my account for this other person membership.My bank reached out to club fitness & club fitness only refunded 6 out of the 13 transactions & told me I authorized the other 7 transactions for a person I don't know. Then I go to club fitness in person to talk to a manger on April 9 2024 & find out that the other persons account I've been paying for got several refunds credited back to his *********** don't see how when he's not the one filing the complaint. I never authorized club fitness to add anyone to my account nor do I know the person who's account I was paying for.Also this club fitness location offers smoothies u can buy before or after your worout.Im pretty sure the other person charged smoothies to my card also.

  Business Response

  Date: 04/16/2024

  ******************** card was provided and authorization was given to bill the card when ****************** signed up. **************** filed a chargeback on multiple transactions under the ****************** account however the card issuing company deemed those charges valid as Club Fitness provided the signed agreement for **************** showing authorization form ****************.  As of last month, March 2024, **************** has revoked authorization and ****************** has placed a new form of payment on file.  

   

  We have communicated with **************** twice via email, see attachments. 

• Initial Complaint

  Date:04/10/2024

  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 was harassed by a gym member they did nothing but intergate me like was the aggressor im a black male had a white member come up to me threaten to kick my **** cause i didn't wipe the machine down call me lazy and stated he would hurt me i advise the manger on duty he did nothing the next did i get integrated and was told my membership will be terminated, i want my Money i invested return for my treatment

  Business Response

  Date: 04/16/2024

  Please be informed that Club Fitness was notified of an altercation between two members, *********************** and Member A. Member A, approached staff at the front desk and ************** followed. Both agreed that the altercation occurred due to member A asking ************** to wipe his equipment down. Based on the written statements of both parties, the conversation escalated. A member of our management team attempted to find a resolution in which ************** responded stating he was not done nor would he squash this .It was advised at that time that if he cannot move forward without incident, we would revoke his membership. ************** refused to move forward and could not agree to be respectful and courteous to other gym members.
  
  ************** membership has been revoked due to the inability to treat other gym members respectfully. He was not billed after his revocation and we are unclear as to where the $600 request of a refund is stemming from but a refund will not be issued. 
  It is also documented through our cameras that ************* left on three separate occasions that same day,  after the altercation with **************** as he could not let the issue go. 

• Initial Complaint

  Date:04/01/2024

  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.

  Began membership on 7/30/2022 that had 13 month commitment. On 2/27/2024, I cancelled my membership by going into the gym I signed up at. I then received the following confirmation email:"We have received your request to cancel your membership. At this time, your account has been set up on a pending cancel status. Before your account can be cancelled, you are responsible for a 30 day written request (this has been fulfilled via your email) and any payments that fal within that time period. Your final payment wil draft on 03/02/2024. You will have club access until 04/01/2024."It is now 4/01/2024 and I see the following when logging on to MYiClubOnline portal: "Next Payment: $35.61 Next Payment Due: 05/02/24". Membership status also appears as "Pending Cancel".There should be nothing pending. My account should be CANCELLED. The cancellation email says my final payment was in March so having an additional payment due in *** is fraudulent.

  Business Response

  Date: 04/16/2024

  ************** cancellation was received and processed. Per his agreement there is a 30 day notice which would make his last payment March 2, 2024. His membership cancelled as of April 1st 2024.

• Initial Complaint

  Date:03/23/2024

  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.

  Club Fitness has cancelled my membership. This issue has been resolved. It does not need to be posted on BBB website.ITTEN NOTICE to cancel ANY membership. Completely unacceptable business practice.

• Initial Complaint

  Date:03/22/2024

  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 went in and cancelled my membership on 2/1/24. They keep trying to charge me for another month. My charge does not come out of my account until 2/17/24 they had plenty of time to cancel my membership but just want to charge me for an extra month. Also saying that I need to send a letter to some billing company that I have no idea who they are and was not contracted with. Their practices for cancelling a membership are unfair. You can pause your membership online but have to go in to cancel, just so they can get more money out of you because people won't go in to do it. I have cancelled per the instructions on their website in person and am still being charged and harassed by some billing company they use and told I need to send a letter to them, if that is the case why did I even come in the gym to cancel in the first place could have just sent a letter to them and bypassed the gym. They have done this to several of my friends, they just keep charging after you cancel your membership for something that hasn't even been used in over a year in the first place. This needs to be stopped, this has to be illegal to just charge people for a service they cancelled and aren't using. Now they are charging me ***** every month I don't pay it..pay what ? I cancelled the membership!

  Business Response

  Date: 04/16/2024

  Everyone is on a 30 day notice to cancel their account per the terms of the agreement. This means once your notice is submitted your last billing will occur within 30 days. Based on the submission date of 02/01/2024, the last billing was 2/17/2024. That payment declined therefore creating a balance owed. Once the balance is paid, the cancellation will complete and the notices will stop.