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Business Profile

Health Club

Snap Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    On 10/16/24 I was sent a message by Snap Fitness claiming that I owe them a debt of $37.25 for a past due membership payment. I told them I am cancelling my membership. They refused to allow me to cancel until I pay membership fees for the month of October. I told them that I did not use the gym in October, which they verified, and I restarted that I would like to cancel my membership. They refused to cancel the membership, and reported me to a collections agency (******* *** *****, LLC.) claiming to be a creditor to whom I owe a debt. The collections agency has been constantly trying to engage with me and threatening to report this as an unpaid debt which will impact my credit score. Email transcripts available upon request.

    Business Response

    Date: 01/15/2025

    We explained to this member that we require a 30-day notice on all cancellations which is laid out in our membership terms which was signed by **** ****** ****** on 9/20/2019. I attached our membership terms to this email. 

    **** requested to cancel on 10/16/24. 16 days after his normal monthly payment attempted to process and failed on 10/1/24. He told us we should have just known he wanted to cancel because he wasn't visiting the gym. We have over 1000 members. We do not keep track of every single member's visits. We are very upfront and clear about our cancellation policy when people sign up and try to be flexible in allowing people to cancel via email, text, call, or by stopping in. It just has to be a 30-day notice. He told us that "everyone considers nonpayment as the end of a subscription" which is not the case if we are not made aware of his intention to cancel. We let him know that all he would owe is his past due monthly payment and then we could get the account cancelled. He refused. We attempted to reach out to him multiple times regarding the past due amount and he continued to refuse to pay at which point the account was sent to collections for failure to pay. 
     

     

    Thanks, 

    Snap Fitness Cincinnati West
     
    ###-###-####

Snap Fitness is NOT a BBB Accredited Business.

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