Complaints

This profile includes complaints for Healthplex Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Healthplex Fitness

  1673 Route 9 Clifton Park, NY 12065

• 

  Healthplex Fitness

  1673 Route 9 Clifton Park, NY 12065

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:01/11/2024

  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 for a trial membership paid in full for the gym. I received a email at the end of my trial stating my membership was terminated and to reinstate I would have to email or come in person which I did neither. I was then continued to be billed which I called and asked for a refund and to stop being billed. I then was billed again for even more money this time then before and am still being billed. The company won’t respond to emails the owner won’t answer the phone and are not giving me my refund totaling $250 since August 1. I just want my money back and to not be charged. No authorization was given to run my card monthly and this is a reoccurring problem as stated in there google reviews. I have two statements from previous members also having this issue. I cannot at this moment take a picture from September and August statements but they also charged me those months as well.

  Business Response

  Date: 02/09/2024

  Response taken by phone:  We spoke to him and the matter has been resolved.

• Initial Complaint

  Date:11/25/2022

  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.

  My boyfriend and I have a fitness membership through this gym, it has come to our attention through a friend who also is a member here that they are charging their bank card random amounts of money aside from the membership without a reason and have no explanation or comment on it. They don’t return calls, delete reviews, block customers on social media, ban customers, do not refund or attempt to reconcile the issue. They are doing this to multiple people and we have proof. Our monthly is supposed to be $40. They have stolen $120 from us just this month.

  Business Response

  Date: 11/29/2022

  The first  I heard of this problem is when ************ ***** came in and told me his account was over charged. He asked that he and his girlfriends memberships be canceled. I asked him to send me his complaint in writing Friday night.
  I received the email from ******* ***** when I returned to work on Monday. I read the email checked through the accounts canceled both his and his girlfriends  account and refunded the  amount that was  accidentally charged. This was my response to his email. 
  Dear ******,
  I am terribly sorry that this has happened. Please be aware that I canceled your memberships immediately upon receiving this email. No further charges will occur.   I am responding now as I just received your email. It was me that  you spoke with on Friday and not Teresa. I am preparing a refund in the amount of $140.00. This amount is for August September October and November @ $35.00 per month. for the four months that you were charged.  All other charges were within your contract. Again my apologies. I was informed of this Friday evening when you came into Healthplex. I refunded your account today. Please note it may take a few days to show up in your account. 
  Thank you,
  Nancy
  
  

• Initial Complaint

  Date:10/31/2022

  Type:Product 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.

  At the start of January 2022 I went to gym that i've been a member of requesting to change my two memberships with a trainer at $199/month to just a single membership at $25/month. After speaking to the manager Steve about this and filling out a form I trusted that this was done but in June after checking my bank statement I noticed i was still getting charged $199. So from June-September i went in multiple times a month to request this be changed to $25/month. I went to the manager directly during this time and when he wasn't around the front desk worker left him notes stating my request. It wasn't until September that i finally sent an email request the change to my billing that an employee by the name of Nancy emailed me and left a voicemail saying she'd fix the billing but she'd need a manager to approve the refund. It's now been a month and though the billing is fixed i still haven't received a refund.
  During the time of being overbilled i wasn't offered or scheduled for the service, a trainer, other than going to the establishment. I've gone in multiple time but the manager Steve seems to be avoiding me and my request. I've been requesting a refund to the amount of $(199-25) x the months of overbilling, 9 months. I've not been offered anything other than a refund but they're avoiding giving it to me and from their ****** reviews this seems common practice.

  Business Response

  Date: 11/16/2022

  The first written notification was in September 2022.  Before this date we were unaware of Mr. *********** request of a refund. Upon receiving his email the accounting going forward was rectified immediately. We were notified and responded immediately! We gave him a solution he was very happy with. We are finalizing today, Nancy  

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ******* ********* 

• Initial Complaint

  Date:07/30/2022

  Type:Sales and Advertising 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 talked to a trainer about the personal training program at the Healthplex Fitness Center. I was told that personal training sessions are 1hr long and that there were 2 free sessions. I was told that in order to get the free sessions I would need to sign up for the personal training first, but if after the free sessions I did not want to continue I would be able to cancel.
  After 30 minutes into my first session the trainer left. I reached out to the gym to ask about it and was told that sessions were actually 30 minutes.
  I proceeded to cancel so not to continue into the program after the first free session.
  Later that day I received a phone call from the owner of the gym yelling at me for inquiring about canceling. He told me that I was not eligible for the 2 free sessions, that they were for new clients-I was new. He would not let me speak-he kept talking over me, and yelling at me. He was very combative, and made me feel very uncomfortable.
  I followed through canceling, following their cancellation policy outline on their paperwork. During my visit to sign the cancellation form, I confirmed with the employees that I was all set and was told yes, the only thing I needed to do was write a letter informing my wish to not continue and mail it through the post office (including my membership card inside the envelope)-which I did.
  They responded telling me that I did not understand the language and there was not a 30 day cancellation policy. When it clearly states 
  “In order to cancel the membership or a personal training agreement within a 30 day period, the cancellation notice must me signed in paper.” Which I did. 
  They then claimed that personal training agreements payed in full for 3 months or more are void of the cancellation policy. I did not pay in full.
  They continue to try to charge me. And are not allowing me to cancel, threatening to take me to court when it clearly was outlined in the agreement that I’m within my right to cancel.

  Business Response

  Date: 08/02/2022

  ******* sought Healthplex fitness out for personal training that is what she purchased. A very skilled master personal trainer took a lot of time to make sure ******* understood her contract. 
  Personal training sessions are not one hour sessions, they are half hour sessions. Especially for people who are just getting started and need to progress to a healthier self. There is not one of our personal trainers that would just walk away from a client and leave. Healthplex fitness does not offer free sessions. The owner never spoke with *******.
  ******* signed a contract. *******’s contract amount is $3,240.00. She was set up on a payment schedule of $540.00 per month  for her convenience. The full amount of the contract is still owed. ******* has stopped payment on her credit card for the remainder of her contract. She was sent an invoice. ******* also purchased a gym membership. 
  We would welcome ******* to come in and use the 3 months of personal training that she purchased.  Please let me knw if you need any further information.
  Please see the attached documents 
  
  

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Their website advertises two free personal training sessions, please see attached for proof that they do indeed offer them despite what they claim in their response. 
  i was made to believe when signing up for the two free sessions that sessions were and hour long, and that if I did not wish to continue after the free trial then I would be able to cancel. I have followed their cancellation policy after just one of those free sessions  and they even accepted my gym membership card in acknowledgment of my cancellation. 
  I would like for them to stop contacting me for further payment since I have canceled.

  Regards,
  
  ******* *****