Complaints

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• Initial Complaint

  Date:08/06/2024

  Type:Product 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.

  Cancelled my membership a year ago. They continue to collect monthly, just found out. Refuse to refund and state that they will not cancel my membership unless I will come over or write CERTIFIED LETTER. I have a nausea to this place and have no desire to go there, even though I have privillages in this hospital. Certainly don't have a time to come up with certified letter. They threatened me on the telephone to send my bills to collection agency. I'm not used to be treated like this. The place itself is old, equipment often times does not work, pool is not accessible more than accessible. As a physician in this hospital I will discourage my patients to sign to this place.

  Business Response

  Date: 08/22/2024

  The harsh and nasty comments by ************** were unnecessary.  Unlike many other health clubs, we provide very user friendly month-to-month memberships. Of course you must sign a membership agreement, which ************** did on June 30, 2021. The agreement clearly sets forth the terms of the membership and termination policy.  The policy clearly states that members are billed monthly until they provide the requisite notice, at which time there will be one final billing. On July 10, 2023, ************** updated his form of payment, paid for his past dues for June since it had declined, and paid his July billing as well. He also requested that his account be placed on freeze from July 30 to September 30 due to travel. He paid the freeze fees, and we placed his membership on freeze as requested. 
  
  A freeze-ending email was sent to ************** on September 15, 2023, and his regular billing continued on October 1, 2023. ************** used our facility on November 4 and November 17 and then again on December 16, 2023. There was no other communication from him noted on his account until August 1, 2024, when we emailed him because his August 1st billing had declined. ************** was extremely **** with the staff, claiming he canceled a year ago. He had no record of a cancellation, could not provide proof and we had no record. Cancellations by policy are noted on accounts, and copies of any letters, or written notes by the member are placed on a member's account. 
  
  On August 7, we terminated ****************** membership with no final billing. We always require, per the agreement, one month notice and final payment, but this requirement was waived. We are also waiving his declined August 1, 2024 billing in the interest of resolving this matter. As to the current condition of the facility or the equipment, ****************** statements are blatantly untrue. We have spent a great deal of money upgrading the equipment and maintaining the facility. The negative comments are untrue and we ask that his comments be removed. We are open 5 am to 10 pm Monday to Thursday, and 5 am to 9 pm on Friday. We are also open weekends from 7 am to 5 pm. We are extremely accessible and very member centric.  We are sorry ************** felt taking the time to contact the BBB was a better use of his time than to come visit or contact our general manager.  
  
  Thank you for your consideration.
  
  

  Customer Answer

  Date: 08/22/2024

  
  Complaint: 22103675
  
  I am rejecting this response because: The only thing that was really nasty is the response from the fitness club. It proofs again their approach to the customers. Obviously, this business management has a way to go to learn how to deal with customers. The only "satisfaction" from this response I received that they finanly terminated my membership, as I was threatened on the telephone that they will continue billing and will send my bill to collection. As I mentioned they kept kept billing me after I terminated membership for the whole year without my knowledge. I was glad to read recently that federal government makes move to crack down on these kind dishonest business practices.
  
  
  
  Regards,
  
  *******************