Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair 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 had my membership and locker rental at VRTX Fitness put on a "hold" in November while I traveled to ** to care for an ailing sibling. During this period of "holding" my monthly payment, VRTX continued to deduct the locker rental fee of $2.50 every month since then, even though I haven't been using the gym or the locker. I have attempted to get this resolved twice (2x) at VRTX. Both times I was told that only a Manager can authorize a refund and that no Manager was on duty. I left my phone number twice (2x) and was told that I would be contacted by a Manager, which still hasn't happened yet. This is very poor customer relations; definitely not customer "service" in any way, shape or form. Will you help me? I don't want to resume paying VRTX anything until this is resolved. ****

  Business Response

  Date: 06/08/2023

  To whom it may concern, 
  
  
  The purpose of a membership freeze versus a cancellation is to allow members to keep their current monthly membership rate and avoid any increases that may occur in the future. In this case, had the member cancelled and re-signed upon his return, his membership would be $10 more expensive per month. When we raise monthly rates the current member rates are grandfathered as long as their membership is in current standing, or they have frozen their membership.
  
  All members pay a $30 yearly enhancement fee for facility upgrades, which can be broken into $2.50 per month if the member chooses to do so upon signing up. This enhancement fee is still charged over the freeze in order to equate to the yearly price of $30. (See Attached) This member chose the monthly option and was charged the $2.50 enhancement fee over his extended courtesy freeze to keep his membership up to date and active.  The member confused the enhancement fee with the locker fee.  The monthly reserved locker fee is $10.00. The member was not charged the locker fee since 10/18/2022.
  
  In the early afternoon of 6/2, the manager spoke with the member to explain his confusion with the billing and confirmed that he was not charged for his locker. His 6-month freeze was about to end on June 12, 2023 and full membership charges would have begun. During the conversation, the member chose to cancel his membership and we waived the 14 day notice policy saving him another month of monthly membership fee.
  
  In all VRTX waived $109.95 fees for this member
  Made an exception to increase freeze from 3 months to 6 months to keep him at his original rate ($10 per month cheaper than it is currently.)
  
  Made exception to 14 day membership cancellation policy.
  
  As a small business we work together with our members when extenuating circumstances arise.  We sincerely hope this answers any questions.
  

  Customer Answer

  Date: 06/14/2023

   
  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.
  
  Sincerely,
  
  ***************************