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:12/17/2023

  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 requested in March of this year to cancel my membership over the phone and I was advised that the membership will be cancelled. However they continued to bill me in April, and I requested to cancel my membership by going in person to their physical address. I also made multiple phone calls to the manager of the location requesting the cancellation, according to the information I received the membership should have been cancelled. I disputed the April bill with my credit card company and I received final credit because the bank concluded the membership has been cancelled. However, the company continued to try to bill me even though I cancelled payments to them via my credit card company. In the end they send the bill to the collections agency. I would like to resolve this issue and adjust the billing and confirm the cancellation. I do not want this to negatively affect my credit.

  Business Response

  Date: 12/27/2023

  ************* purchased a Core membership which is a 12 month commitment , he signed up on our online website . he agreed to the terms of the agreement electronically. He paid for 3 months monthly and then disputed the charge. His account has been sent to our collection agency for non payment. The contract is clear and the agreement was purchased by hi. We owe him nothing , he owes us 8 months of dues plus the late fees and processing fees. At this time i am willing to just cancel the membership with no further collection activities. If this is acceptable with him he can contact me at the *************** Facility, i am the regional manager and my office is there . The number i can be reached at is ************.

   Thanks 

  Customer Answer

  Date: 01/14/2024

  
  Complaint: 21018289
  
  I am rejecting this response because:

  What is stated above is not true, because I never signed up online. I went to the physical location on the first day and was met with a very young person who didn't explain anything about the membership. I came in and wanted to sign up for the membership on trial monthly basis, in which he told me he try to make it quick in order for me to get into the gym. I was made to believe that this is a trial membership on a month to month basis and I was never informed that it is a one year long contract. Once I realized that the gym kept billing me I went there a few times to the physical location to cancel. I was informed that the membership would be cancelled and as it turns out it was not cancelled and the company continued to bill me despite the fact that I requested a cancellation multiple times. I paid for a few months and then I cancelled the membership, therefore I am demanding *** Retro to adjust their records and that the pending balance be removed.

   

  Regards,

  
  ***************************************

  Business Response

  Date: 01/25/2024

  the agreement was signed by the member electronically and a copy of the contract was sent to  his email address. therefore he was aware that he had a contract with Retro Fitness. At this time i am willing to cancel the membership. please let me know if he agrees to this.

  Thank You 

  *********************

  Customer Answer

  Date: 01/31/2024

  
  Complaint: 21018289
  
  I am rejecting this response because:
  I had already cancelled the membership in April 2023 after a few visits to the ************ Branch in person and I was verbally informed that the membership would be cancelled. *** Retro should have stopped the billing at the time of the membership being cancelled in April. I learned that *** Retro continued to bill me for months for a total of over $300 which was then forwarded to a collection agency. I am once again demanding to remove any outstanding billing after my cancellation in April of 2023, and that the account balance should have a total balance of $0 by April 2023. Please confirm that you have adjusted the account balance and that there will be no further collection attempts. 
  
  
  Regards,
  
  ***************************************

  Business Response

  Date: 02/08/2024

  *********************** cancelled his membership on April 26,2023. Members wishing to cancel must do so 10 days prior to their billing date. a third-party billing company does all billing for Retro Fitness and we have to notify the. *********************** disputed the charge on 5/5/23 which would have been the last charge he was responsible for. By doing that it reversed the cancellation due to the fact that the money was owed. In order to cancel and remove from collections he would be responsible for that last payment. He can call the *************** location and ask to speak to ****. Once this is paid, we will cancel and remove from all collections.