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:12/18/2023

  Type:Order 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 haven't gone to the gym since October due to knee surgery but continued to pay my membership dues. I got accepted to ***************** on a remote island during my surgery recovery. I canceled my membership due to moving to a remote location without an anytime fitness branch and because I cannot go to a gym until my knee is better. The gym charged a $350 cancelation fee because I didn't complete my 1 year contract. I emailed Anytime Fitness Corporate to send a doctor's note excusing me of any further payment as well as a letter of acceptance to ***************** to prove I will not be living near an anytime fitness branch and that continuing to utilize my membership would be impossible. In response to my email, they stated my membership was canceled and no further payment was due which made it seem like they completely disregarded every part of my email to them and sent a generic message.

  Business Response

  Date: 12/22/2023

  Member came in on 11/30 to cancel her membership. She spoke with owner, myself, ***************************. She was told exactly what her cancellation fee was, and she said okay and signed off on it. There was no mention of a surgery a move to a remote location. None of that information was brought up.  Any letter or complaint as per her letter here was sent to corporate, which is not us and we have nothing to do with it. Corporate did not send us any follow *** on this member. We are not responsible for a corporate complaint and response. 

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I walked into Anytime Fitness on crutches and said I need to end my membership because I havent been to the gym in 2 months due to knee surgery. I also mentioned I am going to ***************** in ********* for 4 years where they dont have an anytime fitness. The owner congratulated me on getting into veterinary school which was very sweet. I wasnt given any option, but to pay the fee and honestly, Im struggling finically with all thats going on right now. I didnt want to blame the owner because I understand hes following protocol and needs to do so to maintain his business so I directed my complaint at corporate and they replied as if not even reading my email describing all that was described above (attached).

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **************
  
  
  
  
   
  

  Business Response

  Date: 01/08/2024

  We do not have any control of how corporate handles a situation. They did not notify us of any changes that needed to be made. Therefore there is nothing else that we can do here. The contract was cancelled and charged as per the verbiage in the contract.

  Customer Answer

  Date: 01/11/2024

  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 and the matter has been resolved. I will attempt to further contact corporate, although this has proved to be difficult to attempt. 
  
  Sincerely,
  
  **************
  
  
  
   
  
  

• Initial Complaint

  Date:10/27/2023

  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 have a current contract with anytime fitness, in this contract it states that the contract may be canceled for health reasons. I have a letter from my healthcare provider stating that I am deemed unable to utilize my membership/exercise for a current health condition but anytime fitness is advising that I am to pay the remainder of my contract regardless. Nowhere in the contract does it state this.

  Business Response

  Date: 11/13/2023

  Good Morning-

  It does state in the contract that you must pay the balance of said contract if you are cancelling before the contract matures. The letter received was rejected by AF Corporate as it's not from an actual doctor, its from an urgent care. Another letter was sent however it is not dated and was also kicked back. Once a proper letter is sent, as per the rules of the contract which was included, the contract will be cancelled without penalty. Failure to do so will cause the payments on the contract as signed by the member to continue. We have communicated directly with the member in a more then timely fashion and have explained in detail the steps to take in order for her to cancel her contract for medical reasons. The complaint is unnecessary. Just because you may not like the rules of a contract that you signed, doesn't mean the business is not acting reputably. Thank you ** ****** *************************** **** 

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Nowhere in the contract does it state that the remainder of the contract must be paid if it is canceled for allowed reasons. My letter has been sent to the company and dated 10/1 which is when I first received the note. I need to be reimbursed for the time wasted on this process back to 10/1

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************