Complaints

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• Initial Complaint

  Date:12/09/2024

  Type:Order 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 am writing to formally lodge a complaint against Brickz Fitness due to their deceptive and unethical business practices, which have caused significant financial inconvenience and frustration.
  
  When I signed up with Brickz Fitness, the enrollment process was remarkably quick and straightforward. I was assured verbally that scheduling would be flexible and that I could discontinue my membership at any time . However, I later discovered that I had unknowingly entered into a binding contract—something that was neither disclosed nor explained to me at the time of signing.
  
  When my schedule changed, I promptly informed Brickz Fitness of my inability to continue. I was assured by their staff that canceling my membership would not be an issue. I expected that no further charges would be made to my account. Unfortunately, they continued to withdraw money without my authorization.
  
  When I contacted Brickz Fitness to address the unauthorized withdrawals, I was met with contradictory responses. I was told that I had failed to provide adequate notice, despite having communicated my situation immediately. They also insisted that I visit their location to sign cancellation paperwork—a requirement that was never disclosed during the sign-up process or my initial cancellation.
  
  Ultimately, I had no choice but to contact my bank to stop the unauthorized withdrawals and prevent further financial harm. The entire experience exposed a pattern of misleading practices at Brickz Fitness: a failure to disclose critical information about contract terms, reliance on vague verbal agreements to gain customer trust, and an unreasonable and opaque cancellation process designed to frustrate and deter clients from canceling their memberships.
  
  These practices are deeply unethical and unacceptable. I am requesting that the Better Business Bureau investigate Brickz Fitness for their lack of transparency, deceptive enrollment practices, and failure to provide a reasonable cancellation process.

  Business Response

  Date: 12/18/2024

  I hope this letter finds you well. I wanted to follow up regarding your membership to clarify and apologize for any confusion.

  Your membership is part of a 12-month agreement, which has not been cancelled. I have attached the following documentation of your membership agreement which you signed up for in October 2024. Is its correct that you let us know of a schedule change which is why we offered to help accomodate with another time to attend and/or private training to better assist your individual needs. During this conversation you indicated you would like to place a hold on the account. I am attaching proof of the rest of the pertaining messages that apply to this conversation. To date no documentation has been completed for a hold request. 

  That said, I’m here to help and can assist in placing a hold on your account if now isn’t the best time to continue due to a schedule change. Again, all hold requests require a 15 day notice and must be signed in person via documentation. We do allow a hold on the membership (stop payment) for a grace period of 90 days. Please note this does not take time off the agreement, it is help and added to the end of the term. The membership in total is 12 months. I am here to assist in scheduling a hold if this is the route you would like to proceed with. 

  If you prefer to proceed with a cancellation, I can assist with that as well. If you would like to proceed with an early cancellation, it would require a buyout of 50% of the remaining balance, as outlined in the agreement. I do want to make note, this option has not been previously discussed or completed with any staff member to date.

  
  Lastly, I’ve been informed that you submitted a claim to your bank marking this charge as fraudulent. Please note, the membership and associated charges were approved by you per the contract terms. If the balance remains unpaid for 60 days, the account will be outsourced to a collection agency which I am trying my best to help prevent.

  Our goal is to avoid this outcome and find a resolution that works for everyone while staying within the initial terms of the agreement. 

  We look forward to hearing from you

  Best Regards