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:04/28/2023

  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 initially signed for a year for a "express gym" near me, with the intent that I would receive coaching. I did not end up enjoying the coach sessions, so I looked into cancelling. The district manager called and convinced me to give it another try at a gym across the city. I still did not like the sessions and tried to cancel. Here is the problem, the charges I get from Zoo are through redwood who sends a receipt with no contact info. I have contacted zoo customer service on 3 separate occasions with different answers every time. "It would be a long process to cancel" was one reply, "you have to do it through the website" which I attempted to do, I called back after combing the website to find the cancellation without finding it, "you have to contact the gym you are a member of" was the last reply, which the express gym near me is not staffed. So I called the gym across the city and they said I had to come in and fill out a cancellation form. I did so, I filled out a cancellation form back in December, and was told "you will see an addition charge for the month but will be refunded after". It is now April, 1 year and 2 months after my initial signing, and I am still being charged, the express gym never provided the services the gym initially sold me on as well as run arounds for cancellations. I am currently looking into the legality of this experience with a lawyer. Have phone call records and will work on getting the signed cancellation form. This gym has been charging me $150 a month for the past 14 months.

  Business Response

  Date: 04/28/2023

  Hi *******,
  The Zoo health club doesn’t provide training of any kind. We have a company within it called Redwood who handles the training. The zoo received and processed your cancellation for your membership which is only $25/month for that one location. The amount you’re speaking about is not an amount we would charge for a gym membership.  I would advise looking at the redwood contract you signed to see what the terms of your agreement was with them. As far as the gym goes you have been canceled since January 16th and have not been charged. 
  
  To get a hold of redwood their number is on the contract that was emailed to you when you signed up with them. You can go to *************************** as well.
  
  if we can help you with anything zoo related please let me know. 

  Customer Answer

  Date: 04/28/2023

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