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Business Profile

Health Club

The Club at Oak Branch

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Club at Oak Branch's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Club at Oak Branch has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 called monthly for the last 6 months requesting to cancel my membership. I have emailed some months as well. I am still being charged a monthly membership fee.

      Business Response

      Date: 12/28/2024

      I have spoken with ***** ******** on 12/19/2024 and informed *********** that I was not aware of her request to cancel her membership as I had no record of her attempt to cancel by phone call and once informed I immediately processed the cancellation request. I emailed *** ******** a notice indicating the cancellation agreement  required a 30 day notice so she would have 1 more payment due 12/20/2024 which was her agreement date as per the agreement. *** ******** was not in agreement and did not want to pay that invoice due to her attempts to cancel prior to 12/20/20224. I then called her and offered to refund the 12/20/2024 but due to the *** rules I wasn't able to stop the payment as it was already in process mode so I informed her that I would refund the 10/20/2024 payment immediately, which I did that day, and also the 12/20/24 payment once it was funded and the system allowed me to do so. Ms ******** agreed to that offer and said she would be looking for those refunds to be deposited into her account. I also explained it possibly takes 3-5 business days to appear in her account and she said she would watch for the refunds. Below is emailed sent to *** ********.....

       

      On Dec 19, 2024, at 3:58?PM, **** ********** <******************************************************************************> wrote:

      ?*****,
      I just wanted to explain that the draft was already initiated yesterday since it is an *** and I wasnt able to stop it. I have no problem refunding the payment ,once it is funded, to the bank account that it is being drafted from. I am very sorry for the lack of communication that has transpired. There is no need to sign the document and return it as it is on file in our system. I have already initiated a refund for the 11/20 payment which you should see in 3-5 business days back to your account in addition to the 12/20 payment that will be drafted. 
      Have a Happy and Safe Holiday season, and once again, my apologies for this inconvience.


    The Club at Oak Branch is NOT a BBB Accredited Business.

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