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:01/23/2023

  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 signed up at 9round fitness on April 25 2022. On that date they charged my card twice at $364.38. They proceeded to charge $158.00 per month. Until my request to cancel in August. They then charged me again in Oct then when I told them I had cancelled they refunded. Then again in Dec 2022 they claimed I needed to pay again to cancel and said I would have to sign a paper to keep them from charging me again every month. Now when I cancelled in Aug and paid the last ************************************************ Oct I got my confirmation email saying Im all paid up, cancelled and they hate to see me go. When I signed up they were open on Sundays then decided they would close every Sunday. Then during Mon-Sat they would close the gym between 1pm-3pm. That also started to change during my time there. If I arrived at 12:15 to do my 30min workout I was told I was too late because they wanted everyone out by 12:30pm for cleaning. I tried using this gym for approximately 3 months yet paid for 5 month with a total of $996.00 given to this gym. For them to try and get an additional first $98. Dollars and now $143. Is simply criminal. They are bombarding me with late warnings asking for an additional $143.00. I have my cancellation letter.

  Business Response

  Date: 01/23/2023

  Hi, *******'s agreement was a month to month agreement. If you look at attachment 1 it shows her registration fee$98 and her monthly payment at $158, all agreement have a registration fee and they pay their first month at the same time. So there was never a $364 Charge twice. If you add $98 + $158 = $256 and if you look on the same attachment there is no charge for $364 at any time. 

  In August *** partner/boyfriend text me and said if we could pause, then on attachment 4, Which text reads that I will put a 2 month freeze. 

  attachment 6 in Nov. he asked to cancel both memberships as attachment 8 when i responded that i had sent her the cancellation form. Which she never contacted us TO CANCEL IN AUGUST AS SHE CLAIMS. 

  If you look at the attachment 1 she was frozen which was done per their request and the 2 months past and it became active as attachment 6 indicated for them to contact me again. She did get charged and I refunded the payment as attachment 1 shows with a note stating that it should have been frozen. 

  We were open on Sunday as a trial for 6 months to see if anyone would show up, well the numbers were not there so we did what any business would do, not add Sundays to our regular schedule. We have never been open on Sundays till the we decided to give it a try and IT DID NOT WORK.  

  We have been open for 5 years now and we have always closed the gym between 1-3 pm, we have no showers so we have not lunch crew workouts. On our door signs we have posted that last workout is at 12:30 and its been there for 5 years and we let our members know if they show up late that they may not get a full workout. We DO NOT CLEAN DURING THE *** ONLY AT NIGHT. 

  The email she got was because she was frozen at the time and it's a automatic email from corporate not from us. If you read the email it has nothing to do with payment of 30 day notice (which is required by all agreements)  only that we hated to see her go. NOT PAID IN FULL OR YOUR LAST PAYMENT HAS BEEN ACCEPTED.

  She also didn't attach her cancelation form that i emailed her which has all that information, 30 day notice, agreement of last payment, when it was due and she signed it?! (i couldn't attach it since i could only do 5 attachments)

  *** monthly payment was $158 and I tried to lower it to $98 (but she said no and I could have left it but since I know her partner/boyfriend i changed it anyways) for her 30 day cancellation notice. She paid it, but called to get it a chargeback, so now she has $25 chargeback fee and a $20 late fee since she has not paid her 30 day notice. Which at this point I will change it back to $158 On attachment 1 has all payments. I made lots of accommodations for them, transferred workout cards, let her son workout for free and this happens. Now I am a criminal cause she doesn't want to pay what she agreed on. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18869011
  
  I am rejecting this response because:

  Again as you can see at the top of the email that the cancellation is complete and the body of the notice says, I will not be charged again. When I was charged again the company agreed it was wrong and refunded then I was threatened to sign a waver or my credit card would be charged again every month. I find it sad to see a company take such advantage of people when $996.00 total was paid to them over a four month period and they proceed to milk me for more. I read on yelp that this is not the first time with this establishment. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/25/2023

  Hi, 

  As the cancellation EMAIL she got is not from us! The one I sent is attachment 9 and she was not threaten to sign it!! She printed, signed it and hand carry it to the gym. This is email was from our corporate office which owns and operates 9roundnow (online workouts) which is included with our membership. Please read the email it says YOUR 9RoundNOW! If you look up the website you can see it online only! 9RoundNOW.COM 

  I have attachment 10 with all the charges, refunds and the chargeback she did on her 30 day notice. WHICH I LOWERED IT!!! (from $158 to $98)

  Her legal agreement was a month to month for $158 and $98 registration fee it's all on here.

  Please check both of her emails she sent to BBB first it was 5 months and now on this one its 4 months?? Just look at the attachments i sent they have all the proof you need and what was charged.  

  If you look at attachment 9 that's the email we send to all our members for the last 5 years when they want to cancel. WHICH SHE SIGNED, PRINTED AND HAND DELIVERED TO THE GYM. 

  We go over everything the member signs since it is a legal agreement in the state of NV. I am not hiding anything she signed the 30 day notice, the legal agreement of month to month at $158 with registration fee $98. There was no charge for $364.38 like she claims, and if you add the months from attachment 10 the numbers do not match hers, specially with the refund of $158, (WHICH WAS NOT A MISTAKE IT BECAME ACTIVE AFTER HER FREEZE OF 2 MONTHS LIKE THEY REQUESTED) Then there was the 30 day cancelation chargeback, with $25 fee (chargeback from when she called) Now she has a late fee for $20. That's the $143 she owes the collections company since she got a chargeback on her 30 day notice payment. I didn't do this she did. 

  Anyone else would have been happy with lowering their last payment, but instead we are doing this.