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:06/20/2023

  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 signed up for personal training at the end of 2022. I paid for 3 sessions per week and would pay $660 per month. I was informed that this payment would be charged to my debit card the 14th of each month.In the early spring 2023, I had to take a break from training due to circumstances at work for a few weeks. This left about ***** pre-paid sessions marked as "extra." When I restarted the sessions, I was once again charged $660 for more sessions. This now caused me to have even more pre-paid sessions. Being unsure of what I paid for and why I was charged again when I had so many extra sessions already, I requested a simple accounting ledger of what I paid for, what I'd used and what was remaining.When asked, the staff member simply reminded me that I was contractually obligated to pay for the 6 months of training. They were simply fulfilling their portion of the contract. But what I was questioning wasn't the validity of the contract. I simply wanted to know what sessions I'd used and what was left. And asked why I was continually being charged for more sessions when there were so many extra sessions unused.Not receiving a clear answer, and being met with some defensiveness I didn't pursue this issue. It wasn't until today that the trainer informed me that he is leaving the location. I do not want to train with anyone else and would simply like to have my unused sessions refunded by Anytime Fitness.This morning, my debit card was once again charged (it's 06/20 -- 6 days after it should have been charged) after requesting my training sessions be canceled due to the trainer leaving. Once again I have no idea what I've paid for, how long they last (they do expire), and what I have remaining. I should receive a refund for services I no longer want but have paid for. The app does not provide any of this kind of information and I have been trying to get assistance for months.

  Business Response

  Date: 06/21/2023

  Please see attached ********* Word document for complete response to complaint.  Response exceeded the **** character limit for this field.  Please contact us if you require further clarification, details, or are not able to process/publish the response. It is important to ** and our upstanding reputation within the community that the community see that the complaint was taken seriously, researched and resolved in good faith to the best of our efforts.  Thank you! ~************** - Owner

  Customer Answer

  Date: 06/22/2023

   
  My entire response to the claims made by Anytime Fitness Matthews is attached as a PDF. I highly caution against anyone doing business with this entity. 
  

  Business Response

  Date: 06/23/2023

  PLEASE NOTE: The consumer has adamantly expressed in their latest letter to the BBB, and in email to the business, not to be contacted again as the matter, to them, is closed. We strongly request that the BBB not continue to communicate to the consumer as this may instigate another complaint from them. We offered this for the BBB to close the loop on this matter.
  This will be our FINAL RESPONSE to bring this matter to a close. We reviewed the latest response from the consumer and find that it is littered with false and unsupportable claims and fiction. They have degraded this entire issue to finger pointing and false accusations that can not be proven or backed up with actual fact. They make one point though, that this was a simple issue. However, it was a failure to communicate any issues or concerns on the part of the consumer to ANY staff member (including the trainer that they state was the only friendly person), only creating and voicing them now, in order to get the business to capitulate to unreasonable demands through threat of complaint. It will not serve our business or the community to continue to offer a narrative back as it does not bring any further resolution to the initial claim. We thereby consider this matter closed and ask the BBB to close this complaint. We stand by our resolution initially sent to the consumer and BBB; where we provided exactly what the consumer asked for on numerous occasions and we have acted in good faith with the customer at all times. We have also issued a credit of $660 owed to us as good faith & cancelled all agreements immediately. They did state they are sending a $300 check to cancel the membership. Once received, we will be refunding $201 of it, as the full $300 is an over-payment for cancelling any membership in term and we follow and honor our polices as written and agreed upon with consumers.  Please see attached documentation for additional facts and proof of good faith efforts. Thank you.