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

  3930 Airport Blvd STE C Mobile, AL 36608

• 

  Club4Fitness

  2792 John Hawkins Pkwy Hoover, AL 35244

• 

  Club Holdings I, LLC.

  4440 Western Ave Knoxville, TN 37921

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:01/16/2024

  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.

  Very unprofessional. My son has been a member for about 2 years and goes to the gym daily. He has never had any incidents with this place. Someone called my 16 year old son to let him know his membership had been revoked because he was in a picture at the gym with a ''banned'' member. First off, he is a minor. If he can't sign up with out an adult, why is he being called and notified? My son did NOT go to the gym with this person, nor did he even let him into the gym. He also did not know that this kid was banned. It is not his job to know. The employees should be held responsible for NOT doing their job. Then when we wanted to speak to a manager, who name is ****, she wasn't there so they called her. She was the most unprofessional person I have ever talked to. She had the worst attitude over the phone. She did not want to give a moment of her time. And when asked who can we call above her, her or any other employee seemed to know that information. She told us she would be at the gym at 9am if we needed to speak to her more about this situation after screaming at us over the phone. Well when we did, she said there was nothing to talk about and asked us to leave the premises. And after asking called to cops quick. We have this all on video. And then the regional manager telling us to "get the f*ck out of here.'' Absolutely disgusted with this place. Still waiting on a phone call from the HR manager.

  Business Response

  Date: 01/29/2024

  We wanted to follow up regarding our recent conversation with you ************ about your concerns regarding your son's membership and the related incident at our gym, now that we have a clear understanding of the events that have occurred and have been able to speak through this with you, we want to express our sincere apologies for the unfortunate experience you and your son had at our facility. We take such matters very seriously. We hope that you have found resolute in the terms we negotiated. 
  
  Concerning your experience with ****, our manager, we are addressing this internally to ensure that our staff is trained to handle situations with the utmost professionalism and sensitivity. No customer should feel disregarded or embarrassed, and we are committed to providing a respectful and supportive environment for all our members.
  
  We appreciate your patience and understanding as we worked to rectify these issues and the opportunity to make amends.

• Initial Complaint

  Date:01/12/2024

  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 have been trying to cancel this gym membership for over a month. They indicated to call or go online; however, there is no option either way. I went in and was told to call or go online. I finally got an email address, and nobody replied until I contacted my bank to stop the transaction. Now they are wanting me to pay again, and they will remove a late fee. I was never late. It was auto debited. Now, they will not cancel if I don't pay again.

  Business Response

  Date: 01/19/2024

  Member didn't not pay the last draft, that was mentioned verbally to the member when she signed up and also in her contract, she received a copy of her contract at signing. Once he pays her last draft, the contract will be cancelled, failure to do so, will not cancel her contract. Please reach out for any other questions. 

  Business Response

  Date: 02/06/2024

  Membership has been canceled and issue has been resolved. 

• Initial Complaint

  Date:11/21/2023

  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 using CLUB4 fitness personal training services. I started experiencing dizziness just from moving my head. I still attempted to go to personal training. I went to my physician and was told I had vertigo and because of it I could not continue my personal training. I sent a message to the company and was told by ******* I needed a letter from my physician. I did receive the letter and submitted it to ******* on 09/14/23, ******* apparently concerned about losing money and not my health was very rude and said they will determine if I would be released. I asked him if he was authorized to override a physician.
  
  To move forward on November 17, 2023, $512 was deducted from my bank account. I have not been in the gym since late August or early September. My daughter found a number for customer service and spoke to Ms ***** who stated they were never told I had a letter from my Dr it only stated I verbally told ******* I had a medical condition. After the charges were deducted from my account on 11/17/23, called the gym to ask why and was told ******* would call me back. I never received a call. On Monday 11/20/23, I called back and spoke with ***** who stated ******* was there but would not speak to me. I asked for a corporate number and he could not provide me with the number.
  To sum it up because of ******* apparently did not give the proper information I have continued to be charged for services I cannot use due to medical issues which was clearly stated in the letter submitted on 09/14/2023. I want my money back they stole from me.

  Business Response

  Date: 11/21/2023

  
  
  Ms. ******** submitted a cancellation request on 9/13/23 and was responded to on 9/14/23 stating that we needed a medical note to process the cancellation. Ms. ******** was also given a copy of her signed personal training agreement stating that the buyer's rights which listed the ways we could cancel her agreement in terms of medical which would be by death or permanent disability. Ms. ******** was informed that acceptable written proof must be received along with a 30-day notice. Ms. ******** provided a medical note on 9/19/23 and was emailed on 9/20/23 stating that her personal training cancellation request was processed and her last payment would draft on 10/5/23.

  I have attached the email sent to her below where it also states the billing notice that if the final payment is not received, the agreement would remain active. On 10/10/23, 10/20/23, and 10/27/23 (from ************************ email) Ms. ******** was sent emails stating we attempted to cancel your personal training agreement but we could not because of the balance. The balance was not paid until the November invoice drafted and that is why both invoices were drafted out of the account. Ms. ******** was notified of the policy in each notification (see the notification below). 

  
  Ms. ********,
  
  We received your request to cancel your personal training agreement on 9/13/23 and have processed your request to cancel with no further action required. Your last payment will draft on 10/5/23. Thank you for your business! 
  
  ***Billing Notice*** 
  Please be aware that if the final payment is not received your personal training agreement will remain active and will continue to draft until payment is received. All payments are owed until proper cancelation procedures are followed. 
  

  
  

• Initial Complaint

  Date:08/15/2023

  Type:Order 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 came to the gym ended up going to an agreement , was forced to have a 1 on 1 with a trainer who made me feel highly uncomfortable, he claimed it was business procedures but me being someone who has had multiple trainers , I could not agree and felt it was best to go to another gym instead I requested my memebership to cancel that day , with him which I thought was handled when I left the meeting with him. I was told my membership would be good for the rest of the month then end. Which I find out is not true. The customer service of not being able to speak to a supervisor to handle disputes and rude customer agents that hang up won’t disclose reference numbers so customers can keep track of who did what and when is terrible business process for them to claim nothing is ever notated on my account .

  Business Response

  Date: 08/18/2023

  Ms. ***** ******* has a membership at the Lake Harbour CLUB4 Fitness facility in Ridgeland, MS. Per the below information pulled from the membership sales system, Ms. ******* is a very recent new member as of July 3, 2023.

  ***** *******   ***********
  Club Name Club 4 Fitness Lake Harbour
  
  Status Active
  Current Balance $95.98  Soft Touch
  Member Since 7/3/2023
  Last Checkin 35 days ago (7/14/2023 at 8:08am) (club 4934)
  Waiver Not Required   Send Waiver
  Club Life Registered

  As such, Ms. ******* is in the group of new members that will be approached by Personal Trainers employed by CLUB4 Fitness in that CLUB4 facility for a free consult.  Our trainer, ******** *******, invited Ms. ******* to join him in her free consult and that must be the experience she references in her complaint.  It is incredibly frustrating to CLUB4 management when a member does not reach out and share with them concerns about CLUB personnel and/or an experience if they are unhappy.  And, unfortunately, after interviewing the Regional Manager assigned to that CLUB4 facility, the Lake Harbour General Manager, and the Personal Training Manager at Lake Harbour, all were concerned to hear of her experience, indicated that the description of her experience is wildly unlike what they know of Mr. *******, but they all stated that Ms. ******* did not bring this to any of them as a complaint or concern, nor do any of the Front Desk Associates working during her 'check-in' on the date in question could recall a complaint raised by her.  We have begun an investigation into the matter through Human Resources and will extend our apologies to Ms. ******* if anything inappropriate or untoward actually did occur during that consult with our Personal Trainer.

  Per my investigation, Ms. ******* has never purchased an additional PT contract, just her CLUB4 membership agreement which can be cancelled at any time.  And, because she indicated in her BBB complaint that she wishes to get out of this obligation, we have initiated cancellation of that membership.  She does, however, still have an outstanding balance (see above), and per CLUB4 Fitness membership terms, she will be obligated for one last monthly draft payment and the current outstanding balance, after which she will no longer be a member or obligated to CLUB4 Fitness.

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:06/03/2023

  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 am not reliable for this debt with ****** *** **********. I do not have a contract club 4 fitness, They did not provide me with original contract as requested

  Business Response

  Date: 06/28/2023

  After reviewing Mr. *****'s record, the Regional Operations Manager (******** *****) over the CLUB4 Fitness facility at which Mr. ***** had his membership, she did determine that the collection agency had been in error placing Mr. *****'s membership account in arrears/collections.  So, she contacted ******* ****** to direct them to drop the collection and wiped any outstanding fees related to the same from his CLUB4 Fitness account record.  ******** also left Mr. ***** a voice message to share all of this with him and sent him a copy of the original agreement that he had requested.

   

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** *****

  
  

  
  

  
  

   

• Initial Complaint

  Date:04/26/2023

  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.

  On 3/14/23 I was walking into the gym and I was stopped at the front desk and **** ***** said I had an outstanding balance of $111.89. I asked him why if my balance so high as well as why it wouldn’t just be auto charged to my account. He said he did not know why it was not auto charged to my account but since it wasn’t I would be charged a $30 late fee. I told him I didn’t purposefully avoid paying my balance as I figured it was on auto pay. So I was charged a $30 late fee on top of my membership fees totaling to $111.89 when my monthly membership is only $27.30. Part of that was my yearly dues of $54.59. I had no other choice but to pay as he would not have a manager help me to explain or put my card on file. I have been trying to reach out to the gym but no one answers and when they do they say they will leave the manager, *******, a note but he never responds. I have been trying to figure this out for over a month now so this is my last option. I’m sure my card is still not on auto pay and again I will most likely be charged a late fee again since i’m not sure when it is billed.

  Business Response

  Date: 05/08/2023

  Ms. *******'s payment history indicates that the initiallate fees were because of insufficient funds. Per our membership agreement, all late fees are legitimate fees.

  I tried calling her. She did not answer so I left a voicemail that I wanted to help her and to give me a call back at the club.
  

  I waived the $15 late fee that is current. 
  
  

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:01/07/2023

  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.

  To whom it may concern,
  I received two conflicting emails on the date of 12/19/22 at 10:22AM and 10:25AM from the GM ******* ***** at CLUB4 Fitness regarding my membership.
  
  I have attached both emails regarding my membership termination.
  
  I made a phone call to ******* ***** the morning of those emails I had received, informing him it was a misunderstanding and I had the information to prove it was. However, his customer service was unprofessional and inconsiderate to the situation. He wasn't trying to help resolve the situation. The next day I was able to contact ********* with customer care. She advised me to get in contact with upper management to resolve the misunderstanding. Which she was unable to provide me the contact information for ******* *****'s Upper Management. She informed me that my account shouldn't have been terminated or under cancellation.
  
  I emailed ****** ******** the Regional Manager of CLUB4 Fitness on 12/21/22 which was a bit difficult trying to find his information due to it being unavailable anywhere on the site and etc. I was able to locate his business email after some research through Facebook.
  
  Below I am attaching my full email sent to Mr. ******** and the entire situation I was involved in regarding my membership. As well as the emails sent from ******* *****, which were the only two I had ever received from him since the beginning of my membership.
  
  Following these attachments I mention towards the end of my email regarding ****** ******** about the reviews and some of their current members stating the same concerns with the GM ******* *****.
  
  I am reaching out to the Better Business Bureau in hopes of resolving any and all misunderstandings that I have come across regarding my membership reinstatement and extra fees to my bank account. As well as mismanagement and customer service issues at CLUB4 Fitness.
  
  Thank you, please contact me for any additional information. I appreciate any help you are able to provide.

  Business Response

  Date: 01/24/2024

  Please see below, this subscript is pulled directly from Club4's agreement which is signed upon registration of memberships.

  Overnight Membership Policies and Procedures 
  Congratulations on your commitment to a healthier lifestyle.  We would like to take this opportunity to emphasize specific policies and procedures to ensure the integrity of your membership. 
  Membership ID is required for entry into The Club facility. Please scan your club membership card when you enter the facility. All guests are required to pay a $10.00 guest fee, complete the guest register, and comply with all guest policies.  Guests are limited to 3 visits per year. Guests are only allowed during hours in which The Club is staffed.  If a member brings a guest during non-staffed hours, he/she will have a $50.00 charge deducted on the date of their next draft. If this continues again after a charge and warning, the membership will be terminated effective immediately. 

   

  Club 4 thanks you for your feedback and apologizes for any confusion about what is stated in our agreement. If you wish to discuss this further, please come to the Club and ask to speak to the General Manager. 

• Initial Complaint

  Date:01/03/2023

  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.

  If there was a way to provide a review strictly for the management of the facilities and general professionalism of the staff separate from the actual equipment available CLUB4FItness would receive a zero star rating. Here's the story: So, I have a billing issue over the holidays and decide to call the front desk to clarify charges ($89 for 1-month) on my account. Keep in mind they advertise $35 / month for the premium membership. So obviously I call in to see what going on. The first person who answered the phone seems clueless and was unable to rectify the issue. He passes me to the General Manager (*****) who tells me 2xthat late charges and any services fees can be avoided by adding a bank account. I suggest to waive the fees by adding the bank account. That's when he goes back and changes his story to state...oh we can't do that now, but maybe next time. Once I noticed the fee seemed to be arbitrary and agreed to add a bank account the General Manager (*****) choose to change the story. I questioned him for clarity and he began to get noticeably frustrated and quickly HUNG UP THE ***** ON ME. Totally unsatisfied with the exchange I drove up to CLUB4FITNESS and to engage face to face in order to demand an apology - ***** the General Manager stated that even if he was being unprofessional he was fine with being so, because he served in the military. And furthermore he said he would beat me to the chase of cancelling my membership over a $9 late he could have easily waived. I am truly disappointed in the lack of leadership, business savvy, and humility shown in a situation which could have been easily handled. CLUB4FITNESS has some of the best equipment but the issues of leadership and accountability are evident in the service and cleanliness needed to maintain such a place.

  Business Response

  Date: 02/06/2024

  Sir,

  I do apologize this was not resolved to your liking. This is the General Manager here responding, ***** is an AGM here at the facility and if I remember correctly this was cleared up when my Regional got involved as well. After a month your charge would have been the monthly and annual fee which is your second signature sign off when signing up for your membership and a policy that is accessible in your app and is emailed to you on sign up. Every fitness facility charges an annual maintenance fee for general upkeep of the equipment, and we at Club4 off a month grace ****** before it leaves our patron's account. If there were any incurred late fees they could not have been waived if you did not sign up with your routing number as opposed to a card on file, and I, or my Regional whom you spoke to, am the only one who has access to do so under extreme circumstances. Now I believe time and the prevailing of cooler heads is what really helped this situation because *****'s involvement came after the small altercation with you and the Front Desk Associate who was here and unable to resolve or answer your inquiry at the time. As with most businesses, we do not resolve financial matters over the phone and your presence would have been needed for us to do anything regarding your account, the changing of billing, or a further look into your financial status as we require for all members do to legalities. As for the back and forth with you and *****, I do apologize that the level of professionalism was not up to par with your expectations; However, with this knowledge of policy and procedure I have provided, I hope I have enlightened you on where some of your tension could have been alleviated in a way that My Regional was not able to. 

  I wish you further success in your fitness journey and in life.

   

   

• Initial Complaint

  Date:10/21/2022

  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.

  Club 4 Fitness has continued to attempt to charge my credit card accumulating monthly charges, despite my multiple requests to cancel my membership.

  Business Response

  Date: 10/22/2022

  Mr. ******* attempted to cancel the membership after a balance was already added to the membership for returned charges under “Do Not Honor” which means that the credit card on file is no longer valid.  Membership must be paid prior to cancelling the membership or balance will be sent to collections.