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:04/29/2023

  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.

  On4/18/23 a friend and I walked/into RockBox fitness curious on their offers. I asked about pricing/immediately was told that pricing info was only discussed after taking a free trial class. I was told I would only need to pay for gloves to atted this trial class. I signed up for the free class scheduled for4/21/23, but i did not attend. I was sent a text message asking if i was still interested on taking the free trial class/it was rescheduled for 4/22/23. I showed up and spoke to **** the manager before the class/I enquired about prices once again.**** told me to first complete the free trial class and fall in love with it before discussing such things.I paid $13.89 for the gloves needed for the class and went in to the class.After the class I approached ****. He explained pricing and insisted I signed up for the plan worth $1369 per year. I said I would need to discuss it with my husband first.He told me to fill out the paperwork in advance IN CASE I DECIDED TO JOIN it would be ready to be filed.I asked,what if I decided against joining.He said it would be no problem, that it would be ready only in case I did decide to sign up, that it would simply fast track the process. I signed the form and handed it to *********** this point he informed me that if I chose to sign up, the subscription would be charged to the card on file. I asked how he had my card information.He answered that the system saves it from the previous transaction when i paid the $13.89 for the golves.I told him specifically I did not wish to use that card for the subscription even if I were to choose to sign up. He answered no problem you just let me know what card you want to useI decided against joining and did not contact them by any means(Not in person, phone, email or any other way)to authorize any transactions. I was charged ******* with no authorization using the card I specifically said i did not want to use. When I contact them they changed the free trial explanation first given.

  Business Response

  Date: 05/15/2023

  ************** came in to take the class on 04/22/2023. She really enjoyed the class. We spoke about the memberships afterwards, I mentioned to Milena the different options we have available. ****** was most interested in the ULTIMATE HITS PLUS ($1797+Tax) which is a paid in full membership. ****** was aware that her previous card that she used to pay for the handwraps ($13.85) was on file. I mentioned to Milena that I was able to delay the start date for her so she would not have to pay the enrollment fee and only pay for the membership which will start on the following day. I also mentioned to ****** to contact me the same day if anything changes so I can adjust it before the agreement becomes finalized. We are very transparent when we delay start dates for our members. I sent ****** a text message so she had our number to call or text us as well as our social media page. ****** was well aware that the agreement was set to start on 04/23/2023. She did not contact our studio until 04/28/2023. When I spoke to ****** afterwards, she mentioned that she had the impression that if she just didn't respond or contact us, she would not have to worry about the agreement. ****** signed the contract. Then decided after the right of rescission period, she wanted to cancel. In an effort to treat everyone fairly, we cannot honor her request.