Complaints

This profile includes complaints for Club4 Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club4 Fitness

  Ridgeland, MS 39157-8671

• 

  Club4 Fitness

  4900 Poplar Springs Dr Meridian, MS 39305-1650

• 

  Club 4 Fitness

  2502 Schillinger Rd S Mobile, AL 36695

• 

  Club4 Fitness Hillcrest

  Mobile, AL 36608

• 

  Club4 Fitness

  1807 S. Semoran Blvd Orlando, FL 32822

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:04/02/2024

  Type:Order 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 joined Club4 September of last year. The people there aggressively hound everyone to sign up with a trainer but I thought why not try it for a month to see what it's like. So I told them let's do this for a month, sign me up. They have you sign a pad not knowing what you are signing at all, with no description of the term either and told me their printer wasn't working but I would get an agreement by email later. I never received an email, never got to see the agreement at all and months later got charged over and over again. I contacted the manager who then cancelled the agreement and returned one of the 4 payments that were charged to my card telling me he was "working on it" to get the other payments beyond the first and only month I actually was with a trainer. He told me this happens occasionally.
  
  I was charged for three months where no services were provided and no agreement delivered. The people at the front desk had me sign into the trainer system repeatedly telling me they would hold a printed ticket for the month about to expire as I had more sessions available. I didn't understand why at the time and never heard anything about it afterwards from any trainer. It appears this may have recorded a couple of fake sessions as far as I am aware that never occurred. I only had three sessions in total with a trainer. The manager helping me has now been replaced by another indifferent new manager about the situation telling me basically I am out of the $408 total from three $136 payments where no services were desired or requested because I signed an agreement for 12 months. The entire scenario was a scam. I will cancel my membership tomorrow as I don't deal with dishonest people and I don't expect them to care one way or another.

  Business Response

  Date: 04/08/2024

  This member signed an agreement for 12 months, I spoke to this member personally who confirmed his email address. I confirmed the copy of this attached signed contract with emailed to him upon signing and he had 5 days buyers right to cancel which he never did. His signature is clearly on there. Everyone who signs with us automatically gets a copy emailed and has every right to cancel if it is not what they signed for. We then proceeded to cancel this man's agreement early without penalty as we normally would in those cases where someone would not fulfill the term of the agreement. We did no wrong here, we actually did our best to make this member happy. He has to take some ownership of what he wanted and signed up for. 

  Customer Answer

  Date: 04/09/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  When coerced to sign up for a term, not indicated or revealed at the time, or thereafter whatsoever, I look at this as a scam. 12 months was never mentioned verbally at the time, no agreement was printed or received indicating this and no email was received either. On to top it all no services were received for the months they added to my request for one month only. This business knows this and is not out anything, yet continues to deny accountability for their inadequate representation of services provided. The conclusion is that they place their self interests above those of the people who support their business.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 04/10/2024

  I have attched the signed agreement in the previous email. If there is anything further needed from us please let me know. We in no way coerced this member to sign up for a program that he was not aware of. We have procedures in place to make sure these things do not occur. 

  Customer Answer

  Date: 04/10/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  They had nothing in place to make sure this did not occur. This business is not credible.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:04/01/2024

  Type:Order 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 joined Club 4 Fitness in 2022. When I joined I joined with my sister-in-law who was 15 at the time. They had a free consultation so I took the up on it and the trainer I spoke with had me sign a contract. I asked about canceling the service and she ensured that it would be easy and painless when I was ready. About three or four months later I called ad tried to cancel her membership and mine as well as the PT over the phone. I was told to go online and do it. I tried but every time I signed into the link it took me to planet fitness. So i went into to their website contract forum and typed an email to cancel. They continued to charge my card and caused me to go over my credit balance. I tried to contact them again. They sent my account and hers to collections. $187 for her, $287 for me and then $839 for PT. I contacted and tried to dispute the PT stating that I had tried to cancel the PT and the accounts. They told me I had to do so in writing. So I once again tried to email them because that was never told to me. And i don't have a paper copy of the contract so if its in the fine print it should have been highlighted and told to me before I signed up. However I have been working on paying off those accounts and now I am getting calls on another $896 for PT again when I have explicitly cancelled that and I have worked on paying the charge off. I have asked to be contacted via email only with no letters to my home and no phone calls. Both of which the collection company they used has ignored. This has been a terrible experience. It has affected my finances, my credit report, and my over all state of well being. The practice of not cancelling a service when requested verbally and forcing the customer to cancel it through written correspondence is deceptive as we are told we can 'cancel' at any time and that it'd be 'easy'. Further I have reached and tried to get in touch with Club 4 fitness to dispute this $896 collection account and received no contact what's-so-ever.

  Business Response

  Date: 04/10/2024

  To Whom it May ***************************************** signed up for a 12-month term personal training package on September 14, 2023. This is an electronic process through our billing system. Once the agreement was completed with electronic signatures, a copy of the signed agreement was emailed to the email address on file. Our cancellation procedures are clearly discussed in the personal training agreement she received. All cancellations are required to have a 30-day advance written notice. The process of providing a written notice is made simple by Club4Fitness providing two separate methods to cancel. All members who wish to *********************** **************** regarding their account can either send and email, or scan a QR code to submit a form. It sounds as if there was a misunderstanding regarding going online and I believe **************** was trying to sign into her Club4 ********** app. I believe Planet Fitness also uses that software and if she was a member there at some point as well, her accounts could have been linked.

  
  Personal Training **************** received a request on 3/02/2023 by **************** to cancel her personal training agreement. We responded on the same day explaining that she had 6 months remaining in her contract and gave her cancellation and freeze options. Please see this email below, to which we never received a response.
  Hi ******, We have received your request to cancel your personal training agreement on 3/2/23. Unfortunately, I am unable to cancel your agreement at this time. You are under obligation of a 12-month personal training agreement. There are 6 payments of $128 remaining for a balance of 768. Per your agreement, we can offer you the following options: Continue with your payments as scheduled, with all sessions remaining available to use, and we can take this as your notice not to renew after the last payment is drafted.Buy out of your contract by paying 50% of the remainder due, which for your agreement is $384 plus your past due balance of $128 for a total of $512 and forfeiting all remaining sessions. This requires a 30-day notice, and you will be billed for any set draft within those 30 days if an invoice is pending.Should you wish to choose this option, I can take care of the payment remotely using the card you have on file. Just simply respond that you agree with the payment and using the card on file. Of the options above, how would you like to proceed?

  
  **************** was past due on her payments as of 02/14/2023 and continued in a non-payment status for over 90 days, until her agreement was automatically cancelled and returned for collections on 5/16/2023. Her account was sent to our third-party collections agency, ****** & Associates. *************** set up a payment plan with ****** and has been making payments since December 2023. Her current balance with Club4Fitness is $112. It is my understand from ****** that collections accounts are not reported to the credit bureaus unless the member refuses to set up a payment plan. Seeing as how **************** has a payment plan and is in good standing with ******, I do not believe her credit has been affected.

  
  On March 19, 2023 a report was created by our billing company, **** and sent to ******. This report was intended to send accounts with deactivated personal training agreements and a past due balance to ****** for collections. If an agreement is not automatically closed according to our system parameters and sent to collections, the balance sits on the account and was not reported for collections. This was the first time we have created a report of this nature and sent those accounts for collections. It appears that there was an error on some of the balances reported, as **************** is not the only account affected. As soon as we were made aware of the issue on April 1,2024, we immediately began to research her account and to correct the issue with ******. Her balance was corrected to reflect the correct amount of $112 on April 2, 2024. Seeing as how the duplicated account was sent over with the erroneous balance on 3/19/2023 and corrected 4/2/2024, her credit has not been affected by the incorrect balance either.
  I see this complaint was filed on 04/01/2024, which was the first day **************** contacted Club4 regarding this issue and we were made aware of the issue. It was resolved one day later. I believe this matter has been resolved to Ms. ******* satisfaction. The erroneous duplicate account balance has been removed and her balance of $112 is correct with ****** and Club4 and no balances have been reported to any credit agencies. As far as communication methods by ****** are concerned, Club4Fitness is not in control of their company practices.
  
  Please let us know if any additional information is necessary for a satisfactory closing of this complaint. 

  Sincerely,

  Personal Training ****************

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

• Initial Complaint

  Date:03/16/2024

  Type:Order 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.

  This company has a scam going on. I paid for a basic membership about a year ago and have
  attended at least 4 times a week or more. When I went to check in yesterday March 15, 2024,
  the membership wouldn't work. It didn't recognize my membership. Once I inquired they told
  me it was cancelled due to "insufficient use." I got no notification about this issue nor any
  warning, let alone what constitutes "insufficient use." What I glean from this is if you have a
  basic membership and after a years use, they come up with this excuse to get you to pay
  again for membership since the basic membership is so cheap and you are using their
  equipment too much. Keep in mind that every time I entered the gym I checked in on their
  scanner, so they have a record of all who enter and how many time entrance is made. So to
  come up with "insufficient use" is a scam excuse to get more money from you over and above
  the monthly charge. Besides that they claim now that I cancelled my membership, yet they
  can't produce no proof of this. Others need to be careful of this company before joining. If you
  don't belief how bad this operation is, just Google "Club4fitness complaints," and see all the
  pitiful reviews including those on the BBB. I'll be making a claim also to the federal trade
  commission about this operation.
  ******* * ******* **

  Business Response

  Date: 03/19/2024

  Good afternoon, we are taking the liberty to attach Mr. *******'s membership agreement and notes on file. We have verified with our billing company that Mr. ******* did indeed request his cancellation through client services. It is typical to state a reason, and, in this case, he stated his reason was for " insufficient usage". Attached you may find the notes on his profile in which client services details the cancellation request and their response sent to Mr. *******'s email, letting him know when his membership would cancel and billing cease. If Mr. ******* would like to rejoin, we would be happy to re-enroll him at our current promotion. Thanks, and have a great day!

  Customer Answer

  Date: 03/20/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: Because no where in the documents provided does it state I closed the account. It clearly shows that it was "insufficient usage" see attached. At no time did I ever cancel the contract. Do you think for one moment I'd be contacting the BBB, filing bad reviews, and filing complaint with the Federal Trade Commission if I canceled. Get real. And further more no one ever gave any notification of any kind that I was being cancelled and you have shown no proof of it. I discovered it was cancelled when I went to go into the gym on the date shown in original complaint only to find out I was cancelled. Also no one ever explained what constitute "insufficient usage" as this is what the reason states in your own documents attached.

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/22/2024

  Good evening, we are reiterating and reattaching supporting documents. Mr. *******'s membership agreement and the notes on file which detail his request to cancel. We have verified with our billing company that Mr. ******* did indeed request his cancellation through client services. It is typical to state a reason, and, in this case, Mr. ******* stated his reason was for " insufficient usage". Attached you may find the notes on his profile in which client services details the cancellation request and their response sent to Mr. *******'s email, letting him know when his membership would cancel and billing cease. Thanks, and have a great day!

  Customer Answer

  Date: 03/22/2024

  Please close this case as unsatisfied with the excuses given by this pilled-with-complaints company. I have moved on to another gym that is more reputable . Hope this complaint helps others before joining. 

   Complaint: ********

  
  
  

  I am rejecting this response because:

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/22/2024

  Mr. ******* cancelled his own membership, and "insufficient use" was used as the reasoning. 

  Most clubs do not allow for such an excuse to activate their cancelation policy and require yearly contracts.

  Club4 would welcome Mr. ******* back at whatever promo is being offered should he change his mind.

  Thank you,

• Initial Complaint

  Date:03/07/2024

  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 joined over a month ago. I have enjoyed everything about my two memberships. One for me and one for my son.
  I had fraud on my credit card and my card had to be canceled. I went in to workout the next day and let them know I am having a new card being sent to me. In the meantime I was charged for both accounts a 15 dollar fee. 30 dollars total.
  I called and talked to an employee about the charges and how I feel it is not right to charge that since I let them know as soon as I got the replacement card I would come in. I even worked out during this time.
  I asked for the manager and she said I tried calling my boss and I didn’t get a response so there is nothing I can do. That’s why I make sure I have my employees get ACH when someone is joining.
  I said that is your problem not mine. It’s not my fault they never gave me that option. On top of that when I told them about the card being canceled they didn’t suggest I use a different credit card which I could have. If someone would have said you could be charged a 15 dollar fee per account I definitely would have.
  I completely feel that this should not be charged to me.
  I am a district manager of a big box retailer where I am 100% responsible for customer service. I am not just some Karen that likes to complain.

  Business Response

  Date: 03/08/2024

  Good afternoon,

  We always suggest that members utilize their checking or savings routing and account information rather than credit cards to avoid incurring in service fees due to lost, stolen or expired credit cards. I am taking the liberty to attach ***** ****'s membership agreement.

  As stated on the first page of his agreement under "Default and Late Payments" a service fee will be charged immediately when payment is not collected as agreed to on the date consented to.

  Thanks, and have a wonderful day.

• Initial Complaint

  Date:03/04/2024

  Type:Order 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.

  They do not understand their own company policy this is a fact. I would like a refund and apoligy plus credit on my gym membership. I was basically given a penalty for letting them know their own employee does not understand the policies they are trying to enforce them. ****** got mad at me for speaking in Spanish because I was upset over the way my husband was treated. My husband was called a d*** at the gym for not wanting his picture to be taken and he asked what does the policy stated. The employee continue to follow my family while they were working out this is not a safe place ! They felt threaten. ****** would not let me express my frustration in fact he got mad at me for speaking in Spanish ! He is discriminating a Latina and he was quick to tell me he did not speak Spanish but Romanian. What does that have to do with the conversation? If their employee felt it was ok to call my husband a d*** then I have the right to express- Again I do not feel safe how my information is being stored or in fact how they are even been accessed. This place is not safe to work out at if people are going to be hostile! Teens as running the place late at night this should be given an audit. This is something not take likely in ************, *****.

  Business Response

  Date: 03/05/2024

  Our gym, like all gyms, requires a digital photo for all members. We take it at the front desk so that we are able to match faces to account pictures. This is done for security purposes. We want to ensure our members are only exposed to other paying members while using our facilities. This also prevents people from stealing from us by preventing multiple people from using the same account. The complainant's husband entered the gym and was informed of this policy by our front desk staff. He rebuffed their request to take his photo with threats and vulgar language .My staff then found him on the floor and informed him that we had the right to terminate his membership if he refused to allow them to take his photo. He responded with "you will have to tackle me to take my photo." He then referred to my staff as " a d*** " among other things that are too crass to re-type. The complainant then called the facility and spoke to another of our front desk staff. This conversation devolved into the complainant calling my front desk staff " a b**** ." On Monday, 03/04/2024, we had the director of operations reach out to the complainant's husband. We explained the picture was needed for security reasons and he was receptive to this. Things then devolved when the complainant took the phone from her husband and started yelling at our director. She then asked him to speak Spanish to her, to which he informed her that he was Romanian. She got incredibly belligerent at this point, cursing at him in Spanish. I speak Spanish and I can tell you that she was being incredibly abusive to him. She went on to accuse him of racism because he could not speak Spanish to her. With the conversation becoming unproductive, he ended the phone call with the complainant. She then called the facility several more times trying to re-engage with our director in an abusive and vulgar manner. We made the decision to terminate the complainant's membership. Her husband then called to terminate his membership along with his children's membership. We then gave him the instructions to do so. We will not be refunding anything and see zero need to apologize for merely enforcing the policies all members are informed of upon joining. In our "dear new member letter" line 17 clearly states all members are required to have a photo on file. This dear new member letter is sent in digital form to all new joins as soon as they pay the initiation fee. These members were made away of this policy and chose to ignore it.
  

  Customer Answer

  Date: 03/05/2024

  I did not use cursed words but ****** wouldn't let me speak. I thought he said he doesn't speak spanish. He was mad because I spoke in Spanish so he immediatetly started to get angry because he felt it was an insult which made me think he is a racist towards a Latin. Harrasing a family member while trying to work out and calling them names in front of others is unacceptable. Calling my husband a "dick" is not providing customer service. This is alarming ! Nor did I call anyone a name but said she was acting like one nor do I know this person the conversation between me and the manager was taken out of context. I did not appreciate being accused of something I did not_say_or do. Also ****** lied multiple times- I have a screengrab that my photo was uploaded. You do not understand your policies and feel that our data is at risk at this place.  I would like to know why ****** said I called his employee names while I did not even to one but while placing the complaint. Again I am concern over the safety of people at the gym the environment was hostile. I have the right to be angry as to why I was being cancelled while I had nothing to do with the initial complaint. Also have teens run the facilities without an adult being around is unacceptable. Unprofessional, nasty and no common sense. A person running the business like that without getting the facts will eventually fail. Disgusting. Know your facts before starting to accuse someone. Thanks ! 

   Complaint: 21384707

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:03/04/2024

  Type:Order 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.

  On 2/24/2024 my husband and I toured Starkville, Club4Fitness. The facility seemed well equipped. We spoke with a young man who reviewed the memberships and fees. We asked if there were any passes available to try the gym. He told us that we could get a pass for $15.00, since the gym facilities seemed sufficient and there were no free passes offered, we decided to sign up. We also asked if there were Military discounts. We were told there were no military discounts. We provided all the information and accounts and went on our way.
  The week of the 25th, we were not able to go to the gym as my husband is a disabled veteran with a head injury. Everyday is a struggle for him with debilitating pain and some days are worse than others. Last week it was bad for him, so we did not go to the gym. Today 3/4/2024 seemed to be better, so we decided to go to the gym. We were told mornings were slow but not today, the gym was very busy. OK that is to be expected what I did not expect was the rudeness I saw from the younger members to the older members.
  We cut our visit short after I watched the unnecessary interaction between members. I went to the front desk and told the young man that this gym was not for us we wanted to cancel. He told me it must be through the mobile app. I also told him I wanted to speak to a manager about waiving the fee, he said she won’t because that is policy. I said policies can be adjusted and I would call, we left, and we went through the app and made our cancelations. I also jumped onto the Club4Fitness website and reviewed their FAQs. The cancelation process says I can cancel after a few days with no penalty. There apparently is also a free 3-day guest pass, there is a military discount, and a conduct policy for members. The cancelation policy that directs you to the front desk, the front desk directs you to the app, the app sends you an email that you must provide written notice. Contract gives you two different addresses. Attached details

  Business Response

  Date: 03/05/2024

  Good afternoon, please allow us to clarify our cancellation policy is stated on the first page of your membership agreement attached. We are open 7 days a week and staffed Monday through Thursday 5am to 7pm, Friday 5am to 9pm, Saturday 7am to 8pm, Sunday 8am to 8pm. As we are staffed daily the business days referred to in the buyer's remorse clause are 5 consecutive days and your cancellation request was submitted beyond the limit of buyer's remorse. Our cancellation policy is 30 days' notice which means you are responsible for all invoices within the last 30 days of processing your cancellation. You may still use the facility for this remaining time; access is indeed provided to you. To clarify we do have a Hero discount which is zero (no charge) on enrollment fees which only applies to Active military, active police, active fire fighters and active first responders. We did not receive proof of active military; therefore the $2.00 (two dollars) enrollment fee was charged however you did receive your first month free as this was the promotion you signed up for.  For further information regarding memberships and member policies please feel free to visit our website. Membership Policy - CLUB4Fitness Thanks and have a wonderful day. 

  Customer Answer

  Date: 03/05/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response:  Allow me to reiterate my
  issue, my issue is that we asked for an exception to your policy. Not that we were
  disputing your hours, or when you are staffed. I asked for an exception not
  because we were not able to attend your facility prior to the 5-day period. The
  reason being my husband is a disabled veteran not active, he is unable to serve
  as he is totally disabled by the VA and the state. He was deemed disabled after
  he sustained a head injury and lost sight in his eye while in the military right
  after 9/11. Therefore, he cannot be active, my point to mention that was we were
  told there is NO discount active or not. What I asked for from your staff and
  for you to understand is that if it were not for my husband’s injury, we would
  have been there on day two. Also, we were not three weeks in and used the
  facility daily. We were 4 days after and decided on that one visit we did not
  want to be in a facility with members that could not interact with decency. I watched
  the interaction of younger member with an elderly member, that was downright
  childish. Usually, those types of interactions are not one offs. This member acted
  as if he was entitled to be disrespectful, and I will not put myself or my
  husband in an environment. I will ask again for some understanding, and
  customer service to not charge us 49.99 plus the monthly fee. I am more than
  happy to pay you the service fee 2.00 and the $10.00 fee for the one day we
  used your facility. You can even block us from the gym if you are concerned about
  giving a discount and us trying to use the gym. I am not trying to be unreasonable;
  I am asking for a better customer experience, understanding, and provide us an
  exception to your policy. 

  You have a blessed day. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/12/2024

  Good morning, please allow us to reiterate our cancellation policy is stated on the first page of your membership agreement attached. We are open 7 days a week and staffed Monday through Thursday 5am to 7pm, Friday 5am to 9pm, Saturday 7am to 8pm, Sunday 8am to 8pm. As we are staffed daily the business days referred to in the buyer's remorse clause are 5 consecutive days and your cancellation request was submitted beyond the limit of buyer's remorse. Our cancellation policy is 30 days' notice which means you are responsible for all invoices within the last 30 days of processing your cancellation. You may still use the facility for this remaining time; access is indeed provided to you. To clarify we do have a Hero discount which is zero (no charge) on enrollment fees which only applies to Active military, active police, active fire fighters and active first responders. We did not receive proof of active military; therefore the $2.00 (two dollars) enrollment fee was charged however you did receive your first month free as this was the promotion you signed up for.  For further information regarding memberships and member policies please feel free to visit our website. Membership Policy - CLUB4Fitness Thanks and have a wonderful day. 

  Customer Answer

  Date: 03/12/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: I did not ask for the business to reiterate their policy twice, which just reaffirms their poor customer service in and out of the facility. I asked for an exception due to being as your website states a few days after sign up.  We asked multiple times if there were free guest passes, and your employee did not offer the free passes the website lists. I asked for an exception to your policy due to my husbands military injuries. Again, we were not members for 3 weeks and working out everyday, and then looking for an exception. We were 4 days past and 1 visit, but it is clear that you are dodging my request. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair 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.

  1. I got a membership at Club4 paying monthly and was sold on the idea that the gym would be open 24/7. The gym is not open 24/7. They also have a big sign outside the gym that reads
  - Group Fitness
  - Kid care
  - Cycling
  - OPEN 24 HOURS
  
  Many people including myself are sold on the idea of paying roughly $28 a month so we can take advantage of the perks that are listed in the contract and promotion the offer inside the gym; and results being false advertisement.
  Due to the change of hours without and consideration of members paying for a service they do not receive I had to get another membership at a actual 24/7 gym elsewhere which is further than what I would like to commute. The gym has NOT done anything to resolve the 24/7 problem. Many other people like myself have been left disappointed at the situation. There was a small period the gym was open 24/7 and that lasted about 2 months before they changed the hours and did not provide an accommodations for the trouble.
  
  The only acceptable resolution that can be provided would be the gym reverting back to 24/7 because at the end of the day I'm paying for a monthly service like many others to use the facility at the time that is most convenient to me. A service fee is also paid yearly to maintain the gym.

  Business Response

  Date: 03/06/2024

  All Club4 fitness clubs in Texas are open 24/7, member has access to all gyms, Grand Prairie location has access 24/7 Monday through Thursday due to certain policies and over the weekend damage which is cause overnight. Spoke with the member, gave him the option of cancelling, he refused.

  States in our contract we can change rules and policies based on the needs of the club. Ticket closed on our end! 

  Thank you so much! 

• Initial Complaint

  Date:01/18/2024

  Type:Billing 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.

  I went in to my ********** 4 Fitness in September 2023. (Club# ***** Agreement# *****-05480.My wallet was lost the following month and all of my cards and identification had to be replaced. I called the Club ***** number and told them about the situation and the representative told me that I could not cancel with her and that I needed to contact the location. She notated my account with the information. I called the location right after and spoke with a male gentlemen, I told him the situation and he then waived my late fees and proceeded to deactivate my account. At this point I thought everything was ok. I moved at the end of October. I received a collection letter in late December 2023. I called the ***** number on the letter January 3rd, **** at approximately 5:30pm. I spoke with *******, I explained the situation and he them looked up the call history from my account. .He confirmed I called in October and spoke with a women representative. He then stated that I was suppose to have been able to cancel over the phone with them. I told him the lady did not give me that option, instead she told me to call the location( in which i did). I explained that I did owe for October and the late fees associated with the month and I offered to pay then but ******* said that he would send a request so that the call would be listened to in order to remove the months of November- January and they would reach out to me in 2-3 days. I never received a call. I received an email today 1/18/**** about sending my account to a 3rd party collections. I responded to the email stating the history of the situation and continued to agree to pay what i owed which is $114.76. The peeron on the other end of the email insists that I did not try to cancel and then the person says that "If there is a past-due balance on the account at the time of a cancellation request, the membership cannot be cancelled. It will remain active and continue to draft invoices. The full $219.51 balance is owed."

  Business Response

  Date: 01/19/2024

  Sir,

  I apologize for what seems to be a stream of misinformation here that is across the board. Club4, does NOT do any cancellations in club unless we have proof from a family member that the member is deceased or that you have military orders. There is no circumstance ever where we would cancel or deactivate a membership over the phone outside of this. You would have needed to go to myiclubonline.com , register, and cancel your account which is the process for every Club4 member. Now, this ******* gentlemen you spoke to works for **** who is our third party billing company. They do all of the finance for **** they are not representatives for Club4 nor are they as a company familiar with Club4 policy to have expressed this information to you. The process should have been you cancelling the membership through the proper channels, or if not, contacting *** via email or the automated service to cancel your account. There is no transferring or listening of lines that takes place. Page one of your agreement signatures states that you will give a 30 day notice to cancellation and contact *** for cancellation. Now I do apologize that there was misinformation that seems to have been given on behalf of *** when they were contacted, but unless you yourself cancelled your membership, your membership would not have been cancelled on your behalf. If you would like to reach out for further clarity, Sir, by all means. I hope you are able to get this resolved. - Management

   

  Customer Answer

  Date: 01/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21165278

  I am rejecting this response because: as a business you share my information with other entities that work alongside the company. The information they give me whether it's incorrect or not should not be at fault to me. I do agree that I owe for the month of October and I want to settled that month as soon as possible. 

  I appreciate your help. 

  Regards,

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

  Business Response

  Date: 01/22/2024

  I believe we had reached an understanding when I explained the policy you signed on the over the phone since it ended on good terms. That being said, as stated, you can contact *** to sort this for you ma'am; As they are over your billing, not this facility. Best wishes.

  Customer Answer

  Date: 01/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, I appreciate the response and information. I have contacted *** billing and waiting on a reponse. Thank You again!

  Regards,

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

   

• Initial Complaint

  Date:01/18/2024

  Type:Order 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.

  On 11/20/2023 I started with a personal trainer at Club 4 fitness location Kenner, La. Immediately from the beginning the trainer started cancelling sessions we had scheduled. We had scheduled a total 10 sessions between the dates of 11/20/2023 till 12/22/2023 of which the trainer cancelled 5 of them. When asked to cancel my contract the club wanted me to do a buyout of half the money left of the agreement. After being charged a total of $883.99 which is 3 months worth only 5 sessions have been completed. I started contacting the club to just cancel my agreement on 1/3/2024 as I was not happy with the way they were conducting business. They have been unwilling to resolve this issue by cancelling the contract and refunding me my money for unused sessions even though they have admitted they "dropped the ball." I have sent them all the evidence they have requested showing their employee was not holding up their end of the deal and still no resolve other than they wouldn't charge me another month which the last charge that came out was 1/17/2024. I have multiple emails and text messages between myself and the club employees!

  Business Response

  Date: 02/08/2024

  Attached
  is a copy of her agreement. 
  
  The
  personal training agreement was sent to Ms. ***** via email as soon as she
  signed the agreement. All agreements we have are electronic. The agreement Ms.
  ***** signed was with Club4Fitness and not a specific trainer. Club4Fitness
  offered to assign Ms. ***** to another trainer since the one
  previously assigned to her was not feasible. We were more than willing to
  hold up our end of the agreement by providing the services Ms. ***** was paying
  for. All sessions remained available on her account. No sessions were taken
  from Ms. *****. Club4Fitness understood the concerns with Ms. *****'s current
  trainer, which were very valid reasons, and attempted to address the issue by
  assigning another trainer so that she could continue training. Ms. ***** did
  not want to be paired with another trainer and wanted to cancel the agreement
  which was still in term. Club4Fitness cancelled Ms. *****'s agreement because
  we decided to make an exception for her when we could have offered you another
  trainer or a reduced buyout fee instead of deciding to cancel her agreement.
  This is the best settlement we can make because we did attempt to resolve the
  situation.
  

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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.

  I entered into a membership contract with the club on 10.17.23. On 10.23.23 I signed an additional contract for personal training services. I received about a "months" worth of these services that were supposed to include 2 in person days, meal plans, workout programs for additional weekdays and monthly weigh ins.
  
  The week of Thanksgiving 2023 my trainer, ****** *****, canceled sessions the morning of via text. From there I had no additional communication from her and waited a week before meeting with the manager to cancel my contract. I went in person to cancel and ***** made it seem like I was good to go after that- as in the contract would be cancelled. My card was charged in full on 12.24.23 for personal training services that I was under the impression had been cancelled. I had no follow-up communication from Club 4 Fitness regarding any type of special way to cancel the contract.
  
  I contacted ***** and he asked if I had sent an email or scanned a QR code again both were not options mentioned during our initial meeting. From there I sent several emails on 12.26.23, 12.31.23, 12.29.23, 12.31.23, and 1.3.24 to ********************* finally receiving a response on 1.3.23. The response did not seem to solve the issue or address me receiving the desired refund. I sent an additional email with more details on 1.3.23.
  
  Since then I have been contacting ***** via text with generic responses promising a solution but no further communication unless I initiate it. I went in person on 1.10.24 to cancel my general membership seeing as this situation and lack of communication has annoyed me beyond belief. I paid the $28.38 charge and have no issue doing so I am just seeking a refund for the personal training charge. Now there is a financial inconvenience that I would like addressed. I am well aware of miscommunication and other issues but the lack of response and general handling of the situation has brought me here.

  Business Response

  Date: 02/15/2024

  Attached
  is a copy of the agreement. Summary of details below. Let me know if anything
  else is needed.
  
  
  Ms.
  ***** went into the club to speak with the personal training manager, *****,
  about her personal training services. She stated she was not satisfied with her
  assigned trainer for various reasons. After speaking with ***** and getting
  approval from his director, ***** offered her free sessions and a new trainer
  to ensure she was provided with services. Ms. ***** insisted on cancelling. She
  thought after her initial meeting with ***** that her PT agreement had been
  cancelled, but it had not. After reaching out to ***** again she was provided
  with the PTCS email about cancelling.  She contacted PTCS about cancelling
  her personal training agreement and asked about a refund because she thought
  when she met with ***** that her agreement was cancelled and she realized it
  was not. Since this was the first time PTCS received information regarding this
  issue, PTCS responded to the member asking who her trainer was, informing her
  the correct procedures in cancelling a PT agreement, and letting her know that
  the PT Manager was included in the email. ***** was asked to provide
  details on the conversation. He stated he met with Ms. ***** to discuss the
  issues with her services and offered her free sessions along with another
  trainer. Ms. ***** still insisted on cancelling so he referred to her the PTCS
  email to cancel. PTCS responded to Ms. ***** letting her know we would not
  issue a refund and that if she wishes to continue, we can offer her a different
  trainer to complete her sessions with and give her off day workouts or she may
  buyout of the agreement with a reduced buyout fee. Ms. ***** decided to pay the
  reduced buyout fee and the PT agreement has now been cancelled.