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Business Profile

Health Club

The Zoo Health Club Concord

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:12/11/2023

    Type:Billing Issues
    Status:
    Resolved
    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 personal trainer with the zoo club and was rather quickly unable to continue with it due to a domestic violence issue with my x. Tim from the zoo who was to be my trainer contacted me on 8/23 about training that day and I informed him I was unable to. He then said he would have the fitness manager contact me. Then on 8/25 I guess you could say is when I officially asked that they cancel the training. On 8/28 I was told that it would cost me 299.00 and any payment due within 30 days of paying the early termination fee would be the final payment due on the account. They had already taken August payment which is understandable. I fully expected the, to take out the 299.00 on my September credit card bill but they never did. They did however take 100.00 from my credit card for the month of September payment but they failed to take out the 299.00 termination fee. Then in October I had a gut feeling after reading other complaints regarding this company that I contacted my credit card and asked that they not allow the zoo to have access to my credit card. Well thank goodness I did that as they tried to take out a payment for October. Then I get a notice they are charging me 20.00 on top of it for late fee. I sent them a email asking why they can not get or process a simple task and basically ignoring my request. And so this is why I’m am filing a complaint I hopes you can get this company to process my request for back in August. There actions in this matter is clear that they are refusing to honor / process my request. There is ah lot more to the emails that I’m more than willing to share with you. At this point all I owe them it 299.00 as they are the ones that ignored my request back in August yet took out payment for September for services I never received. Thank you, ***** ******

    Business Response

    Date: 12/13/2023

    Hi ********, 

    I believe you are mistaken. You have a silver sneakers membership which mean you do not pay the gym any money directly. I have attached the only contract you have with us. You may have a separate contract with ******* Personal Training, but they do not have anything to do with The Zoo Health Club other than they use our facility to train clients out of. If you have any issues with the billing department there you would need to direct your concerns to the contact information they provided you which is also found on the contract you had signed with them. You can also get this information directly from them when you come into the location, unfortunately because they are not our company I do not have that contact information.

    Customer Answer

    Date: 12/13/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 2******9, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ******

    I also wish to add that I send my sincere apologies to Zoo health club for confusing the two entities. 

The Zoo Health Club Concord is NOT a BBB Accredited Business.

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