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:12/28/2022

  Type:Product 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.

  With O2 fitness, I signed up for the 1 dollar down promo until 2023. I was told that I could cancel at anytime that I wanted. I signed up for that mid September. I tried to cancel before December 15th after not having gone for a few weeks. I called. They said I would have to do it online. I did it online and a manager responded back to me saying that my contract ends December 2023 and I would have to pay 14 months for a membership at $69 a month. One that doesn’t make sense because there are 12 months in a year. Not 14. And secondly I was told I could cancel so that is what I want to do. I would like to not be charged for the annual fee as I was only there for 2 months and I will not be staying with the gym. I do want to cancel the membership effective immediately. I also do not want to hear anything else from the gym besides them telling me through email that the problem has been resolved and I won’t be charged and my membership will be terminated. Thank you for your help.

• Initial Complaint

  Date:12/05/2022

  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.

  During the cyber Monday / Black Friday timeframe , there was an offering for $1 down payment with no fees until January that we took advantage of. For some reason , after asking over this past weekends go speak to someone because the deal didnt go through properly online I receive a bill for over $1,200? Im not sure if this is an acceleration of the contract ending but I know it needs to be reversed immediately ! Not only does this need to be corrected , but as a certified wellness professional an apology is now warranted.

  Business Response

  Date: 12/13/2022

  O2 Fitness representatives have reached out to ****************' ****** to inform her that she entered into two agreements under Essential 3 Fitness, LLC.  On 11/30/22 Ms. ***********;signed up online for a Month To Month Membership Agreement (#********) for a $1 down promotion. By choosing a month to month membership agreement, which allows her to cancel anytime with 15 days notice, **************** agreed to a monthly membership draft of $79 beginning 12/1/22.  The "No Dues until 2023" which **************** referred to applied exclusively to 12 month and 24 month term membership agreements.  That is not what she selected.  ******************** original 24 Month Term Membership Membership Agreement (#********) initiated on 3/25/22 fell into third party collections on 10/30/22.  Members fall into third party collections after three months of non-payment: August ($54), September ($54), and October ($54). The total amount due, without late fees, is $162.  With late fees, it is $237.  The total contract value is $1283.  To date, our representatives have not been able to connect with **************** to help her resolve this issue.  However, we look forward to her amicable reply, minimum settlement, and continued good will.   

• Initial Complaint

  Date:11/15/2022

  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 stopped attending O2 when COVID began and never returned. I cancelled my membership- but O2, with no contact or updates, started my member backup without my knowledge or consent twice. I was never contacted, they just started charging me. The first time, when my credit card information changed, they finally did contact me and this is how I was made aware that they started my membership. At that time, I asked that they cancel it again. I allowed them to keep the funds they had already charged me without my consent. I emailed and spoke with O2 staff and requested membership cancellation again. They wanted to put it on "hold" for several months instead, but I clearly told them to cancel.
  Until recently, I had no idea that they had again started my membership back up. I found out when I did a credit check and saw O2 had sent me to collections. I received no communication that they had reinstated my membership that I had already cancelled for a 2nd time. They also never communicated that I had charges. Without an updated credit card, they just started charging, then turned this over to collections (never contacting me).
  I am very concerned about O2 management bullying and business practices. I have been in touch with management to dispute these issues several times, and they said that their staff careful notes in the customer system and there was no record of me cancelling. This is obviously not the case, because as I was in the middle of disputing these issues about my membership with them for the 2nd time, I was also receiving phone calls from the same O2 fitness staff about restarting my membership and offering deals. Obviously the staff continued to not update their customer profiles or systems to log when customers had cancelled.
  I know O2 has done similar things to other customers at the same location. Starting up memberships without consent or contacting customers (& sending to collections). I hope these bullying practices can be addressed.

  Business Response

  Date: 11/15/2022

  I have removed the member from collections and ensured the membership is cancelled.

  Customer Answer

  Date: 11/18/2022

  
  
  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.  However, I am requesting that O2 further follow up related to the collections and my credit score.  
  

  O2 fitness staff:  Thank you for your attention to this matter. Before resolving this issue, I would like confirmation that the correct language was used to remove the collections so that it does not negatively affect my credit score.  

  Please send a written communication confirming that you have notified all 3 credit bureaus to remove any reference to this “falsely reported delinquent” account from my credit history. 

  If O2 cannot notify the 3 credit bureaus, please confirm that the collections agency that you hired has notified the credit bureaus to remove any reference to this false collection from my credit history.  Please also send me the contact information for the collections company that you sent this false collections to.  

  Thank you.   
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/09/2022

  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 a gym membership month to month with O2 fitness for about 6 months. I then moved and cancelled my membership within more than 30 days before the next payment cycle. I also switched credit cards so when my payment information was declined O2 fitness called everyday for several weeks trying to get me to come into the gym and update my payment information and pay the month membership fee. I notified them that I had cancelled within the time frame stipulated in the contract and therefore didn't need to update the payment information They have now resorted to hiring a collections agency who are threatening to report to the credit bureau if I don't pay $84 which is absurd, especially considering the cost of a month of membership is only $60 in the first place. I was a loyal customer who even bought a personal training package, for them to hunt me down for only $84 which I don't owe after all the business I gave them is unethical and poor treatment of their customers.

  Business Response

  Date: 11/09/2022

  ******* is correct in stating that he terminated his membership with the required 30 days of written notice (submitted on April 28th so May 1st would be his last bill date). However, he was communicated with several times about his final payment not being paid. That is the amount that he is referencing of $59 for his May 1st dues as well as a $25 late fee.  

  Customer Answer

  Date: 11/09/2022

  
  
  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:09/23/2022

  Type:Customer Service 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 signed up with O2 fitness under the instruction from the manager that the first month is free, and there is a $60 a month fee thereafter. I signed up for this Nov 28, 2021. My free first month, as explained to me was December and my first payment would be debited for January. I cancelled the membership December 20th yet, the January payment of $60 was still debited from my account. I spoke with the manager and requested that this payment be refunded as I cancelled the membership before my first payment was set to be debited. He was very nasty and unhelpful. I disputed this payment with my bank and they deemed it ethical to not pay for this service as I did not receive services. This company has since sent this account to collections stating I owe $109. This is not my debt and it is beyond unethical to try to collect funds that are not owed to the business.

• Initial Complaint

  Date:08/25/2022

  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.

  I booked a PT back in march of 2022 but I told the my PT and manager of the location that I won't be in town and I'm going to California so I asked them to hold it for later or cancel it. They kept saying its past dued yet I look on the contract it said I could cancel 3 days after contract is made which I asked for. Then I asked to freeze my monthly payments which they didn't when I wasn't in town and now saying I owe $800??? Then on top of that they said my PT I originally was going to work with isn't even going to be there anymore. I never understand why gyms are desperate for money and willing to treat their costumers poorly.

  Business Response

  Date: 09/06/2022

  To Whom It May Concern,
  

  On behalf of O2 Fitness, I write to apologize for any misunder2randing related to Mr. ******* ********** [O2 Fitness Membership ID #********] billing.  I spoke with Shechem tonight and we have resolved the matter.

  Thank you,

  ****

  ******* ****** 

  NC Triad Area Director 

  O2 Fitness

• Initial Complaint

  Date:08/02/2022

  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 joined o2 fitness with a special membership around black Friday (Nov 2021). I pre-paid $599 for 18 months pre-paid; this worked out to $33.27 month. I specifically asked what happened if I moved. They said I could cancel if I moved more than a certain number of miles from a club. In June of this year we bought a house in *******. I went to the club in June to cancel my membership and showed them (and had copies for them) of the deed of the house we purchased and mortgage documents. *****, the manager in Morrisville agreed I was due a refund and "submitted it". He said it would take 2-3 weeks. NO REFUND yet, despite having called many times and sending emails. I want the money owed to me back. It would be 11 months not used = 365.97 refunded to me. When I call, I am given the run around and no one knows anything. I want a refund of this money owed to me. No one seems to disagree I am owed money back but no one can tell me when I will get a check; they all blame other people for it not being done. I have attached documentation showing that *****, the GM, acknowledges I am owed a refund as I met their policy showing I have moved far from a club.

  Business Response

  Date: 08/05/2022

  Hi *******,

  I got confirmation that your check was mailed out on Wednesday. It should arrive to your Cary home within a few days. 

  Thank you for you patience. 

  Customer Answer

  Date: 08/09/2022

  
  
  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.  After 30+ phone calls, emails, inquiries to the business, I finally went in person to pick up the check in person as I didn't trust anyone to mail it to me (that would have taken who knows how many more weeks)
  
  
  
  Sincerely,
  
  
  
  ******* *******