Complaints

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

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Club Fitness has 39 locations, listed below.

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  Club Fitness

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

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  Club Fitness

  225 Ofallon Plz O Fallon, MO 63366-2653

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  Club Fitness

  9751 Manchester Rd Saint Louis, MO 63119-1346

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  Club Fitness

  15425 Manchester Rd Ballwin, MO 63011-3077

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  Club Fitness

  1130 Vaughn Rd Wood River, IL 62095-1848

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:08/25/2022

  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 a month-to-month gym membership prior to COVID-19 that I decided to freeze and cancel. I just received a call from a Debt Collector stating I owe $200+ for this unpaid debt. I called Club Fitness and they confirmed I froze my account on 11/11/20 and it was automatically reinstated on 2/11/21. I was never notified via phone, email, or mail that the account was reinstated. I assumed the membership had already been cancelled. The Club Fitness Accounts Representative offered no assistance over the phone today and told me to work directly with the debt collector.

  Business Response

  Date: 09/01/2022

  ***** *** submitted a 3-Month Freeze request on October 29, 2020.  See Attached copy of Freeze Request.

  Freezes always begin on the member’s next billing date, which would make *****’s freeze begin on November 11, 2020.

  On November 2, 2020, ***** ***’s 3-Month Freeze was processed, and a Confirmation Email was sent to the email address on file. See attached copy of Freeze Confirmation. 

  Our Freeze Confirmations always state ‘It will automatically reopen and start billing (insert date). There is nothing in our system that will prompt us to call you to let you know that your membership is going to resume, therefore we suggest marking it on your calendar or in your phone.’ 

  *Note; email address is different than that on the BBB Complaint.  Consumer provided Club Fitness with ******************* when he signed up.  He never updated this email address.

   

  Consumer states that he was never notified via phone, email or mail that the account was reinstated.  Please see attached copy of ABC Internal Notes.

  Between 2/12/2021 and 5/11/2021, ABC made twenty-eight (28) attempts to contact ***** ***.

  After FIVE (5) Text messages were sent, ***** responded with STOP to OPT OUT of Text Messages, (so we know he was receiving our communications). 

  The Phone calls and emails continued until May 2021 when he was eventually sent to Collections on May 26, 2021. 

  *Note; the phone number that ABC was leaving voicemails at is the SAME phone number that is shown on the BBB Complaint. 

   

  We have also attached a copy of the Membership Agreement highlighting the pertinent areas.

   

  We have never received a cancel request.

  Customer Answer

  Date: 09/01/2022

  Complaint: ********
  
  
  
  I am rejecting this response because this is no attempt to resolve my complaint. This is an attempt for Club Fitness to pull back some of its' financial losses during COVID when the gym doors were closed. I called and talked to someone over the phone to cancel my membership and it was granted. Now, I'm reading that members have to come on-site to cancel memberships. However, when the gym was closed during COVID, I was unable to go on-site. When the gyms re-opened, I still chose not to go on-site due to safety precautions. Not to mention, my ****** card information was removed when I cancelled the gym membership over the phone but my membership account continued to be charged. Club Fitness is in no way attempting to resolve this issue. They are simply using COVID gym membership freezes as a way to negatively impact their customers for their own financial gains. This is why the complain was brought to the BBB. This is horrible business practice. Please do better. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 09/06/2022

  Cancels are not able to be done over the phone, we accept cancel requests by mail or in-person only.  Without proof of prior cancel, there is nothing further to review. We are willing to offer a settlement amount of $112.62.  If you would like to pay this amount to the Collection Company, we will have them close your account in good standing.

  Customer Answer

  Date: 09/06/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  Is that the best offer you can provide? Is there any way you can make the charge $0.00 considering I haven't used the club fitness membership since freezing the account during COVID? 

  
  
  
  
  
  Sincerely,
  
  
  
  ***** ***