Complaints

This profile includes complaints for O2 Fitness Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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O2 Fitness Club has 12 locations, listed below.

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  O2 Fitness Club

  3103 Shannon Rd Durham, NC 27707-4336

• 

  O2 Fitness Club

  11 Cole Pl Chapel Hill, NC 27517-8085

• 

  O2 Fitness Club

  135 E Martin St Ste 201 Raleigh, NC 27601-1999

• 

  O2 Fitness Club

  8111 Creedmoor Rd Ste 136 Raleigh, NC 27613-4398

• 

  O2 Fitness Club

  256 Grand Hill Pl Holly Springs, NC 27540-4483

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:07/14/2025

  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 signed up for o2 fitness back in 02/25. I stopped using it about 2 months after due to multiple reasons one being medical. I went to cancel my account multiple times and each time I heard nothing back. Then earlier this week there third party source reached out and said I had a running balance of about 450 dollars. I have tried what I could to cancel my o2 membership in a timely manner but I still got charged the full amount of my membership and now there third party source is now asking me for a payment plan to settle my debt.

  Business Response

  Date: 07/14/2025

  O2 Fitness recieved a freeze requested submitted from ****** on March 31st at 9:15pm. This request was to freeze the account until May. All of our requests require a minimum on 15 day notice. On April 1st the account became past due and ****** was notified by email that the account needed to be current to be able to process the request with no response. Please see below. Therefore the account was never frozen and became deliquent. 

  Hi ******,
  We have received your membership freeze inquiry. Currently, there's a past-due balance on your account that is hindering your request to be processed.
  Unfortunately, we cannot honor the request until your account payments are met. Please respond once you have updated your payment information using the link below. Unfortunately, the freeze process won't be completed until we have received your updated payment, and been notified of this update.
  MEMBERSHIP BARCODE: 20384123
  Update Payment Method
  Best,
  
  **** ********
  Member Account Support
  ********************** | Home Office
  Mon-Thur: 9am6pm | Fri: 9am5pm
  ***************************

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 filing this complaint against O2 Fitness for engaging in aggressive and unfair billing practices and for failing to honor my written membership cancellation in accordance with North Carolina law. I signed up for a membership with O2 Fitness under the understanding that the *********** location would open in a timely manner. However, the gym did not open until late February 2025, significantly later than expected. My membership was to begin in January, but no actual services were available at the location I signed up for until February 26, 2025.Due to personal reasons and dissatisfaction with the delayed opening, I submitted a formal written request to cancel my membership in June 2025, in compliance with their 15-day cancellation notice requirement. Despite this, O2 Fitness has continued to pursue payment for May 2025 dues and has made cancellation conditional on paying this past-due amounteven though I was within my legal right to cancel. Under North Carolina law, consumers are protected from unfair billing practices, including refusal to honor written cancellations and using aggressive tactics to collect disputed charges. O2 Fitnesss refusal to cancel my account unless I pay for a month of dues that should not be owed is both unethical and potentially unlawful.This companys actions have caused unnecessary stress and appear to reflect a pattern of disregard for consumer protection standards.?Resolution Sought:1.Immediate confirmation of the cancellation of my membership, effective as of the 15-day window after my written request.2.Full waiver of any and all charges following my cancellation notice, including May and June 2025 dues.3.Written assurance that no further charges or collections will be pursued related to this account.?Please let me know if any documentation is needed to support this claim. I look forward to your assistance in resolving this matter fairly and promptly.Sincerely,*************************************, ** Location

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 does not allow you to cancel your membership on the same day online, in-store, or over the phone. You have to submit a request through their website to cancel and it takes days for them to approve it. I submitted the request to cancel my membership and a couple days later I was charged an annual fee. I submitted an inquiry about it and they said it's nonrefundable. This doesn't make sense to me since I had already requested to cancel my membership days before the annual fee was taken out of my account. I want a refund of the annual fee me and my husband had to pay since we had already requested to cancel the membership. This company is purposefully making it a difficult and drawn out process to cancel memberships, thus giving them an "excuse" to charge you extra before they approve your membership cancellation. This is also not in compliance with the new click to cancel subscription rule that has been finalized by the ***.

• Initial Complaint

  Date:01/17/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  When I signed up a couple months ago there was a plan advertising $1 for the first month and if you enjoy it $80 for your next 12 months so I signed up. After signing up and going to the gym for a couple months, I realize i dont have the time or extra money for this anymore as Im starting college soon and Im a high school student so I try to go cancel it. I could hardly find the cancel option and when I did they told me I had to submit a request after submitting they told me I need change of residence or a doctors note saying permanent injury. They refused to let me cancel or even just down grade my membership and even told me I had a 24 month contract no where do I remember reading did it say 24 months. They refused to let me cancel for 2 whole years and continue to ***** my money even though I havent attended in 2 months.

• Initial Complaint

  Date:04/24/2024

  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.

  Dear O2 Fitness Management,I am writing to address a recent misunderstanding that led to my ban from the gym premises. March 2024, I visited with my children after being assured by an employee the previous day that it was permissible for them to quietly engage with tablets. Regrettably, upon arrival, we were met with a different response from the staff member on duty, who treated us rudely and insisted that we leave the premises immediately.I apologize for any disruption caused and assure you of my commitment to adhering to gym policies. I kindly request reconsideration of the ban and the opportunity to continue my membership. I am willing to comply with any additional guidelines to prevent future misunderstandings.Thank you for your attention to this matter.Sincerely,*********************

  Business Response

  Date: 04/30/2024

  ****************** was asked to leave the O2 Fitness facility at the North Chatham location not because of a misunderstanding, but because of his profane language and disruption of business as a result of being asked to not have his underage children in the workout area. After telling management that he was not leaving and causing a disturbance, he was told to leave and not return.  ****************** then regained entry and trespassed on the premises by creating a fictitious account online and misrepresenting his identity. ****************** also insinuated the use of legal action against the company after being explained by leadership why he was asked to leave and not return.  His excuse was that he was treated poorly by staff, which he was not, and that he did not want anyone knowing his true identity.  He also unfairly and inaccurately misrepresented the situation in a public format that could cause potential loss of business for O2 Fitness. At the time of this incident, ****************** was not a member of O2 Fitness, but was using access through a third party vendor.  Because of the refusal to leave when asked, the vulgar language used in front of patrons, staff, and children present, the disparaging online remarks, and the fictitious account used to trespass and utilize the facility we believe it is still in the best interest of ****************** and O2 Fitness that he refrains from attempting access to any O2 Fitness clubs at this time.  In the future, he is welcome to contact our Area Director in charge at ******************************************* for any further concerns or correspondence. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21618339
  
  I am rejecting this response because:

  I have already attempted to resolve the matter with the owner *****************************. He states that I was using profanity and refused to leave the establishment which is not at all what happened and I am very sorry to see that the owner is willing to directly lie on a public forum in order to downplay his businesses unprofessional behavior. I did attend the gym through a 3rd party vendor, classpass which is accepted at **. And then yes I did also sign up for an O2 account, a separate account, after my classpass trial ended. This in no way violates O2s policies. I don't expect much from O2 fitness as it has a grade of F by the BBB and the owner rather than trying to resolve issues just lies to protect his business. 

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 a gym, o2 Fitness, that started 6/22 & was a 12-month commitment. I did not use my gym membership at o2 Fitness after 12/22. In 4/23, I called o2 & spoke with **** asking him to cancel my membership at the end of the contract term (6/23) so that if it was set to renew, it would not. He advised that the ** would submit a ticket & follow up with me via phone call. I never received a call back & assumed that it would just be canceled. I was charged another membership fee of 49 dollars & then charged 69 dollars in July. I went into the gym to speak to someone about refunding the money charged & ensuring that the membership would be canceled. I talked to two front desk people (a man & a woman-- I did not think to get their names). The young lady advised that **** no longer worked ****** ***** would submit the cancellation on my behalf. She would also make sure that ***********************, the general manager, would call me back & discuss refunding the charges. ****** never called back &my credit card was ultimately charged for August &September--69 dollars each month. I then called back to o2 Fitness &talked to ***************** &asked her to please help me with understanding why I have been unable to get this rectified &a refund of my money. She advised that *********************** was no longer the general manager of the club & that she would look into this and call me back. She never called back, &I was ultimately charged another 69 dollars for October. At this point, I canceled the credit card, disputed the charges &attempted to explain to Barclays CC what happened. I have sent two emails to o2 Fitness explaining to them that they are inadvertently still charging me &have heard nothing back. My credit card company ended up reversing the charges BACK to my credit card citing "a recuring subscription" &now I am stuck with two things 1) fraudulent membership charges totaling 325 dollars and, 2) a membership that *** end up on my credit report in a negative way.

• Initial Complaint

  Date:11/13/2023

  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.

  My wife and I were members at O2 fitness for a couple of years, and paid monthly dues via a credit card on file with O2 fitness that was automatically charged every month. We were adding to our family, and were unable to get to the gym as often, so we decided to cancel our membership. We reached out via e-mail to cancel our membership on August 3, 2023, and received no further charges to our account, and received no further notifications of outstanding payment due. However, on November 9, 2023 we received a letter from a debt collector notifying us that we had outstanding payments due on our account and that it had been forwarded to collections. We contacted the gym immediately to try to understand what had happened and to rectify the situation. We were told that the gym would contact us later that day; however, 2 days later we still have not received a call and therefore have decided to report this to the BBB.

  Business Response

  Date: 11/30/2023

  In the performance of our contractual procedures following a cancellation request made by the member, they were notified via email communication, in which they responded to, that there was a 15 day cancellation period and were already past due at the time they made the request.  They were told that we would prorated the amount starting from the time of the request and it would be owed.  The amount was never satisfied so after 90 days of non-payment, the amount with additional late fees etc was automatically submitted to our third party legal department that handles our third party collection efforts.  Once receiving this communication from them, we have reached out to them in an effort to assist them with paying their past due balance and remove them from collections.  We have not heard back from them since reaching out. 

• Initial Complaint

  Date:11/08/2023

  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 called 02 Fitness to cancel my membership in July. On 7/27/2023, at 02 Fitness staff advisement, I emailed 02 Fitness to cancel my contract to ensure that they received the information. They guided me on what to include in my notice. My 12-month contract was coming to an end. They've continued to charge my card for the past months. I'm certain that they received my cancellation message because they sent an email to follow up. I am requesting they refund my money that's been unauthorized to be withdrawn and delete my payment information from their systems. I was debited two $49.00 fees on 8/15/2023, $39.00 on 09/01/2023, 10/02/2023, and 11/01/2023.

• Initial Complaint

  Date:10/25/2023

  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.

  Per the agreement that was executed, the right to cancel the membership explicitly states that the contract may be cancelled prior to the Initial Term end date due to death, permanent disability or qualifying relocation upon 15-days written notice. For early termination due to relocation or military deployment, provided the new residence is 8 miles from your previous residence and more than 30 miles from an O2 Fitness facility. O2 Fitness was notified on 07/31/2022 that there would be a relocation to *******, **************. The closest O2 Fitness facility would be in **********, ************** which would be approximately 100 miles away from the new residence. The request for cancellation was made at least twice with the response from O2 stating that they could not cancel the membership which is in direct violation of the agreement. Attempts to provide supporting information was denied.

  Business Response

  Date: 10/26/2023

  ***** is correct on our policies in regards to relocation. The reason why his membership is still active, is because has not submitted the proof of relocation regarding the reason for his request. As soon as he provides this information and his membership is current we will be more than happy to cancel said agreement. 
  
  

• Initial Complaint

  Date:10/23/2023

  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.

  My husband and I originally contacted the manager at our location in ****************** to cancel our membership in December 2022 over the phone. The manager left the company around that time and never notified anyone of our cancellation request and our membership continued with them unknowingly. After noticing we were still being charged we contacted the location again and they told us to send an email. We sent an email to confirm our cancellation and some back and forth we were refunded for the months of February, March, and April 2023. However, even after this confirmation and refund, we have still been charged every month on the first of the month for a membership since May of 2023. We are requesting that an immediate refund be made for the charged months from May to October 2023.

  Business Response

  Date: 10/26/2023

  Hey *****,

   

  I apologize for any inconvenience. It looks like your husbands membership was cancelled, but yours was not. I have cancelled your membership and issued refund for the months that your account remained active. 
  
  Thank you, 

  Customer Answer

  Date: 10/27/2023

   
  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,
  
  *****************************