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:01/18/2023

  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.

  An email was sent to cancel the account on December 27th 2022. Confirmation was received on December 29th 2022. An email from the company stated that the account was in collections and no longer handled by anytime Fitness. A charge for anytime Fitness came out of my account on 1/13/2022, how is that possible when the account was in collections and cancelation was verified. Called to dispute. Provided email evidence and was told this was my error and that I have access until February and no refund will be given. This is fraudulent activity as I provided all information and cancelled the account by their own acknowledgement and I was still charged after that date.

  Business Response

  Date: 04/11/2023

  Our GM **** ******* has contacted the member and is waiting a response. **** has a solution that is deemed feasible for the member. 

   

  Thank you 

• Initial Complaint

  Date:01/16/2023

  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 called to change my bill plan (I did not want to cancel) 4-18-22 spoke to **** *******, she said she would need to cancel my membership, which she said she would do then have me come in & re sign up to get the new price. She did not cancel as promised and continued to charge me, I called her & emailed her several times, when asked for manager contact information she refused to give it to me. She said she now needed me to come in to cancel. I reminded her that it was her idea to "cancel", all I wanted was a plan change I was out of town and unable to come in. I later found out that she should have offered me a freeze on my account, or cancel by e mail option if she couldn't cancel it as promised by phone.
  I finally obtained owner and manager email contacts and let them know what had gone on, sent copies of all emails, and dates of phone calls. Both the Owner ****** ******* and the manager ********* ignored my request for help until I demanded a phone phone call return. ********* ****** finally called me, and said that she didn't listen to the recorded call from April 18th where I was told my account would be canceled, but she had listened to the call after that where **** told me to come in, so she would not help me with the amount being sent to collections.
  After several phone calls, e mails, and requests for help it was clear to me that I was wasting time, and although I do not owe the bill I told ********* I would pay it so I could stop the nonsense of dealing with it. I offered a credit card by phone, she said she was not at a desk to take the card but would call me back to take the payment. She never called. My credit report has been adversely affected by this situation. I am happy to pay for the month of April as April 18th was the cancel date.

  Business Response

  Date: 01/30/2023

  Thank you for the email here! I will reply solely with the facts: 

  July 2021, ***** was made aware by our GM that her balance was late as of April 2022. There was prior automated communication to ***** in May & June..(This is standard as CC's expire, get lost etc)

  August 2021 is when our billing agency made ******* agreement Inactive and sent to collections because there were no payments nor account activity. At this point our billing company stopped the billing @ 5 Months which is a total of $171. As it's $30 per month plus tax. 

  September 2021, is when ***** got back to us. She got back with us because at this point she was getting monthly calls from us, our billing department, and probably our collection department as this is standard after 120 days of invalid billing. 

  ***** claimed that she was wrongfully charged but this wasn't the case. Again, we reached out so this issue could have be resolved in April, May, or June 2022. 

  ***** was unwilling to follow cancel guidelines. She claimed to be too busy to come into the club and wanted to cancel over the phone. Per agreement she signed, it states cancels are only done in person as they have to physically sign off on a cancel form. In addition, a member cannot cancel their agreement until back dues are caught up. So she needed to pay past dues and refused to, and refused to cancel correctly per agreement. 

  This account is still inactive in our books as she can't enter the club but she still needs to close this account out or it will stay "active" on our collections list. ***** is being held to the same guidelines as every other member. We apologize that this has been frustrating on her but correct direction was given to ***** as we have calls recorded etc. She is asked to follow through on what she signed off on.

  Customer Answer

  Date: 02/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  This email reply is incorrect.  Remember I called to have my plan changed not to cancel membership. It was my intention to keep my membership with the new price I was offered.
   The manager told me she would cancel and then have me re-establish membership. She did not. (Her idea not mine)
  The first time I was told my membership was canceled was April 18th not August. Therefor I did not attempt to use the facilities.
  In May I found out the manager had not kept her word and was still billing me so I began a long string of calls and emails asking for help. (I have call records, notes and copies of all emails)   I let the manager know repeatedly that I was unable to come in and that the membership was to canceled per her April 18th promise. By phone and email I told her I was going out of country and needed her to handle this, to which her reply was “so you can go out of country but you can’t come in here?”  She also said “you had 6 months to take care of this and you didn’t” I told her “I have called and emailed several times, which is considered taking care of this.”
  
  I repeatedly asked for the managers superiors contact information which she refused to give me. (I got their email addresses when she replied to an email I sent and cc’d them)
  Once I had their email addresses I sent them a request for help and outlined the situation. I said I wanted to come to some sort of agreement, this was Sept 15th. I did not receive a reply from them. I sent another Email to the owner and regional manager on Sept 20 asking for a resolve. The regional manager finally called me Sept 21st and said she had listened to recorded calls (not the April 18th call) and heard the manager say I needed to come in person so she would not be working with me to resolve this. (I agree she told me to come in, as I understood it, to re sign up, knowing she had canceled the other membership)
   At this point I knew my business was not appreciated, and while I did not owe this bill I offered to pay it. She said she was not at a desk to take payment but would call me back the next day to collect. She never called.
  
  New Information obtained from Corporate office:
  *Per Anytime fitness corporate office cancelation by phone and e mail are both valid options.
  *Per Anytime Fitness corporate office there is also an option to freeze or put a membership on hold. I was not offered this option either. 
  *Other members have recently called and canceled via phone with no issue and were not required to travel to the local gym in person to cancel. 
  
  Summary:
  My call to change plans resulted in manager saying she canceled membership. She did not do it. 
  Multiple attempts by me to resolve this issue by phone and e mail were either ignored, or responded to with rude and unprofessional behavior.
  I requested copies of contracts, and phone calls which were also ignored. (I was long past my 1 year contract)
  I requested contact information for someone who could help and was denied the information.
  I was not offered any kind of resolution except to pay what I did not owe. If she did not/could not cancel she should have offered the other options.
  This complaint was replied to by someone who did not sign it. Unprofessional.
  I can do no more than ask for help, and offer resolution multiple times over a 10 month period.
   My calls and emails were all carried out with integrity and professionalism. Even when I was attacked verbally for not being able to come in person, even when collections agents were contacting me, even when I was refused contact information, even when I was ignored, and even when I was going to pay what I did not owe it in order to eliminate the ongoing issue.

  I have attached emails I sent asking for help as proof.
  
  This mangers actions and that of her superiors are unprofessional, lack business etiquette, lack communication skills both verbally and written, lack value for long time customers, and lack value in the reputation of their brand. This is clearly their choice. If I were the business owner I would be embarrassed of the mishandling of this and would certainly be reaching out to offer a resolution, however the manager involved is most likely the person who received and replied to this complaint.
  
  It appears that Aztec Anytime fitness is unwilling to make any effort to resolve this so my complaint with the BBB stands. Other options of resolution are currently being implemented.
  
  Regards,
  
  
  ***** **** 
  
  

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 02/06/2023

  The regional manager kindly reached out to me and offered a resolution of partial payment in exchange for complete removal from collections and paid in full status. While I do not accept or acknowledge the debt as owed by me, I have accepted the resolution and paid the amount requested  based on a desire to have the matter finalized.  This resolution is acceptable to me, and I consider the issue resolved.
  
  Thank You,
  
  ***** ****