Complaints

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

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  Compel Fitness, LLC

  25935 Detroit Rd # 336 Westlake, OH 44145-2452

• 

  Compel Fitness LLC

  1131 Merritt Blvd Dundalk, MD 21222

• 

  Compel Fitness LLC

  7900 Ritchie Hwy Glen Burnie, MD 21061

• 

  Compel Fitness

  931 Capital Centre Blvd Largo, MD 20774

• 

  Compel Fitness

  5758 Hopkins Rd North Chesterfield, VA 23234

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:12/16/2024

  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 need this company to stop trying to steal my money. I cancelled the membership on the 28th of October 2024 after trying unsuccessfully to cancel online. they made me go in person to cancel the membership and i had to go in three different times before I was actually able to talk to Landon who informed me that it was a $250 cancellation fee. I was upset but I felt pressured into agreeing. Now since cancellation they have continued to try to take the monthly membership fee and harass me via text and call. The billing department claims there is nothing in their system about me cancelling when i have the proof which I have attached to this complaint. They did not attempt to take the $250 instead they are trying to pretend like I never cancelled. The very rude office staff tried to tell me I cannot cancel but must continue to pay for a service I am not using for the next 13 months. At this point they are trying to steal from me and I had to report them to my credit card to be blocked so they are threatening me over the phone.

  Business Response

  Date: 12/17/2024

  Good morning,

  Our staff received *** *****'s cancellation form on 10/28, however, we were notified that she wished to be contacted before the $250 cancellation fee could be processed. Our staff attempted to reach her on several occasions without success, consequently the cancellation could not be completed as she did not respond to our calls.

  We are happy to assist *** ***** with cancelling her account at this time in addition to waiving her past due balance. She will need to update her billing information. She may contact our staff at the training location or our Customer Service at [email protected] to proceed with her cancellation.

  Sincerely,

• Initial Complaint

  Date:08/06/2024

  Type:Product 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 had an appointment with a compell fitness coach & I was asked what were my goals. I explained I only needed a months worth of training. Stating that I only had 4 weeks left of school then I was back to work. School gave me extra time and work wouldn’t have hence why I only requested 4 weeks. I was asked how many sessions per week could I handle, I responded with 3. It was 150 for 3 sessions per week. $50 per session, Totaling $600.
  There was a $49 processing fee I believe.
  
  I only got to utilize ONE session.
  Due to a medical emergency (miscarriage) I wasn't able to utilize those workouts at the time. I was told they would roll over & I would still have them when I came back.
  But then another $300 came out of my account. I was confused because I was unaware that there would be a reoccurring payment. I went to dispute the charges with the individual who signed me up. Asked him to cancel being that I was unaware it was a CONTRACT & give me my money back. He stated it would be a %15 percent cancellation fee. ($700) Stating that I signed up for a 52 week program, costing $7000 total! I did not. He did not disclose any of this to me. I thought I was paying as "needed". He also had me sign a tablet. Which initially was a contract, that was said to be a “signing to authorize my card for the transaction of $649. He told me I would be emailed a copy of these “things” which I thought he meant receipt but it was a (contract) but I was NEVER emailed a copy.
  He apologized stating it was his fault if he did not disclose that information & said he would speak with his managers about refunding me my $300 but using the $650 towards the cancellation fee. Ive already tried disputing this with my bank and compell denied it, sending proof of my contract but it isn’t my contract that they sent. I was sent another persons contract from another state with ALL of their information!
  
  I would just like all of my money back at this point. Being that I was manipulated into this scam!

  Business Response

  Date: 08/12/2024

  Good morning. 
  
  This is the first that our Customer Service has heard from ******. We launched an internal investigation regarding what occurred with ******'s account. We spoke with the Senior Director who originally met with ****** and was able to describe what occurred when she originally signed up with us. 
  ****** reached out in June to our Senior Director stating that she had a miscarriage and was also unaware that the payment was a reoccurring payment. Our Senior Director scheduled a time to review the agreement and the cancellation process. Our Senior Director presented the same price sheet to ****** as when she originally signed up and reiterated all of the information conveyed the day she signed up for training. He confirmed that she signed a legally binding contract for a 52 week period for 3x/week personal training. ****** responded that "she may have not been paying attention." Our Senior Director apologized for any confusion or misunderstandings but reminded her that she was also given a hard copy of the documents immediately after signing the agreement in addition to an emailed copy and asked if she had reviewed them. It is the responsibility of the client to read their agreement. She informed him that "she didn’t remember and claimed she did not see the emailed copy." Our Senior Director informed ****** of the full details of her contract and indicated that she would not be entitled to a refund as all payments made are considered valid according to the terms of the agreement. He expressed sympathy for her circumstances and explained that ****** could attempt to provide a doctors note to cancel via our medical cancellation option. ****** refused to provide medical documentation stating that "it was embarrassing and wasn’t anyone’s business." Our Senior Director then informed her of her remaining cancellation options outlined in the agreement including the option to freeze her account temporarily. He offered to allow her time to recover and get back into the training to use the sessions that she paid for and progress with her goals that she shared with him initially upon signing. ****** responded that she would think about it and would get back to him but still insisted that he inquire about a refund. 
  There was no additional communication with our staff from ******. 
  
  ******'s full agreement was explained to her in detail, she was given a physical copy of her contract and a virtual copy which is confirmed to have been delivered to her email and opened on her end. Our staff responded to her questions and informed her of her options to cancel according to the terms of the agreement. She chose to dispute her payments which resulted a chargeback and an accrued past due balance. As a result of the disputed charges, her account was placed in collections as the past due payments span a period greater than 90 days. 
  
  We are willing to accommodate ****** further by assisting her with processing her cancellation if she is able to provide medical documentation that aligns with our medical cancellation policy requirements. We are also willing to allow her account to be restored and her late fees and other accrued fees to be waived so she can resume training. She would be welcome to restart her training. If she does not wish to continue training then that is her prerogative and her account will remain unaltered. 
  
  Sincerely,

   

• Initial Complaint

  Date:08/02/2024

  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 have been an avid gym goer for years but recently decided to sign up for Compel personal training due to hitting a plateau.
  
  I was super excited to start my training so I signed up at the very beginning of June and after over 2 weeks I was not provided with a meal plan nor exercise plan despite that being whats advertised. I requested to cancel due to not getting anything more than 1-2 workout sessions despite being charged $400. When I contacted compel customer service they said the meal/workout plan is complimentary despite it being promised in the personal training and they said I needed to pay $300+ to cancel. As a solution, I got paired with another trainer at a further gym that was more attentive. However, the situation with compel has been extremely stressful to the point that I am now experiencing chest pains.
  
  Due to the significant chest pains, I went to Patient First and my EKG readings stated that I am experiencing significant elevated stress which was also shown in my heightened blood pressure. If someone is experiencing chest pains and high blood pressure which they normally do not have, clearly they physically are unable to workout with this program due to it being the cause.
  
  When I sent compel the medical letter stating that I can not work out with compel, citing the mental stress which is manifesting in my body, I requested to terminate (medical terminations are free). They said they will not terminate because the letter did not have the word "physically" ; they want the letter to say I physically cannot workout with them. Therefore, they only froze my account for 1 month instead of the medical termination I requested. I am requesting my account to be closed with no further charges immediately.

  Business Response

  Date: 08/02/2024

  *****,

  We have accommodated your requests from the start of your training when you initially requested to cancel and receive a full refund. We offered you the opportunity to train at another training location which you chose to pursue. We addressed your concerns and were able to resolve your initial request equitably. 

  Your recent medical note that you sent to us was not sufficient for a medical canellation. It is a requirement according to the cancellation policies to provide a note signed by your physician that specifically states that you cannot physically exercise with Compel indefinitely. Your note did not fit that criteria, so it was not sufficient to cancel your training agreement.

  You are correct that we applied a 1 month courtesy freeze to your account free of charge due to your medical note and stress/anxiety to either grant you enough time to recover or to grant you time to provide another medical note that fits our policy requirements.

  We look forward to hearing back from you soon either with updated documentation or how you would like to proceed with your training.

  Sincerely,

  Customer Answer

  Date: 08/02/2024

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:06/25/2024

  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 am writing to formally lodge a complaint against Compel Fitness in Bowie for misleading practices, poor customer service, and an predatory cancellation fee.
  
  During this time, I communicated my financial limits ($120/month) to the staff and was assured my membership would reflect this. Despite this, I was signed up without being given a chance to read or fully understand the agreement, particularly the $468 cancellation fee.
  
  I was unexpectedly charged $120 twice in one month, causing my account to go negative. When I informed the gym about the $240 charge, they had little to say, despite knowing my financial constraints and initial agreement to only $120 per month. I immediately contacted the gym to express that I had not agreed to such charges and could not afford them. I requested to cancel my membership before even having my first session, but was met with significant resistance and delays, with the staff giving me the run-around and being unable to accommodate my schedule for a meeting.
  
  Additionally, my job is an hour away from the gym, causing significant conflicts in scheduling sessions at a reasonable time. This situation was further exacerbated by the financial distress caused by the unexpected charges. This experience has been a case of horrible customer service, causing me significant distress and negatively impacting my health.
  
  To make matters worse, a lady from the Compel Fitness office called me from a No Caller ID number and was very rude. She did not address any of the grievances I had previously discussed, offered no resolution, and simply asked for my card number to process the payment.
  
  Despite my efforts to resolve this issue directly with Compel Fitness, I continue to face difficulties and am now being pursued for a $299 cancellation fee, which I believe is unjust and a result of their misleading and unfair practices. I should not have to pay any cancellation fee due to my experience.
  
  Beware to others trying to use this service!

  Business Response

  Date: 06/26/2024

  Good morning,

  
  We have already discussed *****'s inquiry with her directly and with our staff. It was determined that her agreement was entered into correctly and by her consent. The details of the agreement were fully disclosed to her including her biweekly billing, contract duration and training frequency. As a courtesy we allowed ***** to cancel with a reduced cancellation fee despite her negligence in reaching out to our Customer Service until well past her "buyers right to cancel" window. 
  Our staff have been accommodating and patient with helping her to resolve her request, however, as she has not received a favorable response she has resorted to presenting her complaint to the Better Business Bureau. We have further accommodated her cancellation request by offering for her to pay the cancellation fee in biweekly installments. She neglected to reply to us regarding how she would like to proceed with her request so her original reduced cancellation fee is still pending on her account. At this time she refuses to adhere to the terms of the agreement and the required cancellation fee.
  
  Sincerely,

  Customer Answer

  Date: 06/26/2024

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  

  I am writing to formally dispute the charges on my account and address the issues regarding my recent experience with this company.
  
  
  I was initially informed that the total reduced now amount due was $299, but I am now being charged $319.

   

  During the sign-up process, I was hurried through different parts of the agreement on an iPad, and at no point was I informed about a cancellation fee. Despite explaining that I was starting a new job the following week, this crucial information was not communicated to me. If necessary, camera footage from the gym can verify that I did not have the opportunity to read the agreement in front of the staff.
  
  
  I did not agree to any cancellation terms because they were not disclosed to me. I find it unreasonable to be charged $319 for a service I have not utilized. Additionally, the behavior of the staff, who initially were welcoming, has become uncomfortable and unprofessional, further substantiating my concerns about the company's practices.
  
  
  I have already paid $120 towards the services, and the demand for an additional $319 is unjustified. I request a resolution to this matter and a review of your practices to ensure clear communication and fair treatment of your members.
  
  
  I have also escalated this issue to the Better Business Bureau due to the unprofessional handling and pursuit of payments for services not rendered.
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 06/26/2024

  *****,

  We have sent you a follow up email after discussing your account. Your request has been approved.

  Sincerely,

• Initial Complaint

  Date:06/20/2024

  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 started training with compel fitness in May of 2024. I am paying for one-on-on sessions for 4x a week which I was getting until the trainer that I was working out with went out on maternity leave, another trainer was training me but I was only getting two training days because of their schedule. Since I was only getting two personal training days I trained by myself for three days. Because I have been training myself and compel fitness hasn’t held up their end of our agreement which is 4 training days a week and I am still getting charged even though no one from compel has reached out to me or answered me to schedule sessions. I have reached out to the manager at my local compel, to customer
  Service, and I have submitted an inquiry on the compel website to find out how I can cancel my personal training because I have not been getting what I have been paying for. All I am asking compel to do is cancel my personal training and take the last two charges off of my credit card because I have been training myself. I would like this issue to be resolved ASAP, I hope this reaches someone at compel fitness customer service
  in order for me to resolve this matter.

  Business Response

  Date: 06/21/2024

  Good afternoon *******,
  
  This is the first that our Customer Service has been made aware of any cancellation requests or concerns from you. We did not receive any emailed or mailed requests so we were not made aware of your circumstances or request. 
  Regarding your review, we discussed your account with our staff to determine what occurred on our end and if there was any notice of your concerns to them. Our Senior Director confirmed you signed up with us at the time that our trainer ***** was preparing to go on paternity leave as his wife was close to her due date, so his schedule did become somewhat limited. As a result our Head Trainer and Senior Director both stepped in to accommodate your scheduling needs to ensure that we had availability for your 4x/week training frequency. Our Senior Director also confirmed that you only reached out to him for the first time yesterday (Thursday, 6/20) with any concerns regarding cancelling. Additionally, he confirmed that your message contained a completely separate and unrelated reason for cancelling than you stated in your complaint. According to the message sent to him, it indicated that "you needed to cancel your personal training for now because you are going back to the country for a little while," and that "you had some things going on with your family down there." There was no mention of limited training availability or complaints about charges.
  
  To address your complaint, our staff are capable of accommodating your training needs for 4 training sessions per week which is what you signed up for. Our staff have gone out of their way to accommodate your needs. While we may have the availability to train you for 4 sessions per week, it is also the responsibility of the client to schedule their training sessions. At this time all payments made on your account are considered valid according to the terms of the agreement and are not eligible for refund. You may choose to continue your training agreement if you wish or you may choose to cancel it via one of the cancellation options outlined in your agreement. We can discuss your cancellation options further in our customer service email. You may reach us at ********************************** 
  
  We will look forward to your email.
  Sincerely,

  Customer Answer

  Date: 06/27/2024

  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. As you can see I texted him but I have not gotten a response from him. I moved because of a personal emergency reason PLUS I was not getting the service that I purchased. Since I moved I am not financially able to keep having these charges on my card. My card is still getting charged for these services that I do not want and I have asked to be canceled. All I am asking is for someone to email, or call me to get this done!
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** ********
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 06/27/2024

  ****,

  Our staff have not gotten back to you as your inquiry has been escalated to our Management Team and we are corresponding with you directly. 
  We understand if you have moved that you wish to cancel, however, the service was still being provided. As we mentioned previously our staff are fully capable of accommodating your training frequency. You had not mentioned that you had relocated permanently.

  Our Customer Service received an email from you this morning and have replied with your cancellation options at this time.

  Sincerely,

• Initial Complaint

  Date:03/30/2024

  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 work out at the gym and while training some of their people come around. They work to solicit for Compel. The one staff member at the time wanted me to come to the meeting and if I remember correctly I told him I wanted to get information. Before I knew it I was sucked into a contract I did not want in the first place. It was very early and I was not fully awake. When I was signed up I told them I had a line of work that I had to be available for and I was told "You have to make time for your health". I just went with it due to how slow it was with my work. Then someone in my family became ill and my work picked up a little bit. As time went on I tried to make it work and to no success. I then changed it to semi-private classes so I wouldn't have to go and I was told it was $120. I didn't realize that this was twice a month. I then looked at my statement and it showed the previous charges still coming out. I corrected this. I did my last check-in and told the trainer I couldn't keep paying if I wasn't able to come due to work and my parent's health. I had thought about the conversation and realized based on my results and my efforts that the service wasn't useful to me. I wrote wanting a refund for February and March since I did not even use them and that I wanted to leave the company as a client. They refused to give me a refund citing the terms. I am looking for the next steps to take in this issue. I felt as though I had been manipulated into this contract.

  Business Response

  Date: 04/01/2024

  Good morning,

  We spoke with Tony on Friday 3/29/24 and worked out the most equitable solution possible for him considering his circumstances. Tony voluntarily chose to sign up for training and was made aware of the terms of the agreement including the training frequency, biweekly billing and contract duration. Our staff do not coerce any of our clients to sign up for training, clients must do so of their own free will. Once entered, the agreement is legally binding. We spoke with Tony who stated that he wanted to cancel due to "unexpected events affecting his training times as well as his work" and mentioned his desire for a refund. As all of his payments under the contract are considered valid, they were not eligible for refund, however, due to his aforementioned circumstances, we allowed his cancellation fee to be waived as a courtesy. Tony understood that he would not be receiving a refund and that his cancellation fee would be waived. He stated that he wanted to pursue that option and indicated he was satisfied with the outcome.

  Sincerely,

   

  Customer Answer

  Date: 04/01/2024

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *********
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 04/01/2024

  Good afternoon, 

   

  I am still corresponding with **** other this matter. However, when **** came to me wanting to set up an appointment it was under the understanding that it was informational. I was continuously on the fence about this from day one. I wanted more information on this matter as I had other commitments. I was going to get around to cancelling however, it was always your health or some other reason to keep me in the loop. I'm shocked and very surprised I went with compel in the first place. The only reason I did not cancel sooner is because I am training for advancement, I teach and my mother had a stroke back in the beginning of February in which I am helping my father take care of the house while I work and do my training. I pointed out with Compel through **** that I should have been spoken too about why I wasn't able to attend classes and given an opportunity as to whether or not I wanted to continue or not. Instead, I was charged bi weekly.  I guess the higher ups skipped ethics during their time at the university. My regret is getting involved with Compel as they've been less than helpful and the fact that they never really did much for me. The work I have done is my own as well as my results. 

• Initial Complaint

  Date:02/14/2024

  Type:Product 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.

  This is fraud, pure and simple. I requested to purchase a number of personal training sessions, which is what I was told I was getting. The price was $329.00 plus a $49.00 processing fee. I injured myself seriously after signing the agreement, and told the trainer I wasn't able to come. They not only billed me the $378, they "automatically renewed" the purchase of the sessions again and again in spite of me never even completing the initial assessment or a single session of training. The agreement is written in such a way that it is almost impossible to get out of. The person that sold me on this never explained any of the terms, and never even presented it as an ongoing contract. Now I am not only out the $980.00, I also am not able to get the sessions I paid for. This is absolutely a scam. Hundreds of people online have filed similar complaints everywhere this company operates. Their goal is to trick you into signing it, then making it impossible to get out of, get refunded, or in many cases complete the sessions you are paying for.

  Business Response

  Date: 02/15/2024

  Hello ****,
  Thank you for reaching out to us and providing a description of what occurred from your perspective.
  To clarify a few details in your review, we do not rob or lie to our clients, we do not commit fraud, nor do we try to deceive our clients into doing anything. We are in the business of helping people achieve their goals through fitness and lifestyle coaching. 
  When you initially sat down with our Training Director, he thoroughly went through all of the details of your agreement with you. Clients are not given the opportunity to sign up with us until they are made exactly aware of what they are signing up for per the typical procedure. Our Training Director informed you of your contract duration, biweekly billing schedule and pricing in addition to how many sessions you would receive per 2 week period. You chose to sign and consent to the agreement. In your review, you stated a false assumption that "we hope that the client does not read the contract" when the opposite is the case as all clients are immediately given a copy of their agreement and our staff always encourage clients to thoroughly review the entire agreement. It is the responsibility of the client to read their full agreement as all policies are explained in detail therein. By your review, it seems that you neglected to read your contract.
  Clients have 3 business days during which they may choose to reject the terms of the agreement with no ramifications. As you did not submit a cancellation notice within your initial 3 days your agreement was considered legally binding.
  Had you reached out to our staff to ask questions about your billing, cancellation options, or any other information, they would have gladly assisted you and provided the information. Beyond that, you had all of the information contained in the agreement that could help answer your questions.
  According to the notes on your account you did not submit any cancellation notices or medical notes to attempt cancellation via the Medical Cancellation policy. Further, you neglected to issue a cancellation notice of your account until this review.
  As a courtesy, we have closed your account so no further billing will occur as you have made it clear that you do not wish to continue to train with us. All of your payments are considered valid according to the terms of the agreement and are not eligible for refund, however, we do encourage you to utilize your remaining training sessions while you are able.
  Sincerely,

  Customer Answer

  Date: 02/15/2024

  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.
  
  
  
  They closed my account, which does not satisfy me or resolve the issue in any way.  I require a full refund.  I never received services of any kind for the money that was charged to my card.  Furthermore, I have made multiple compelling arguments that the practices they are engaging in are fraudulent and illegal.  In responding to most complaints, the business asserts that people should have read the contract or did not read the contract, but the salesperson that collected the signatures never presented it.  The signatures were captured on a tablet, they did not go through it with me at all, which is what all the other people complaining have said as well.  Furthermore, the representative presenting the arrangement factually misrepresents what it is that you are signing as something that does not require your review.  Why would anyone ever deem it necessary to pay a lawyer review a contract to purchase personal training sessions?  Why would anyone agree to enter into a contract with a 15% cancellation fee when they could easily sign up for the sessions through another trainer that does not require that?  Why would you also agree to a contract that does not allow you to suspend it without providing a doctors note and going to see a doctor of their choice at your own expense to allow you to pause or cancel the agreement. No one would ever do that if they clearly explained it to them first. Its rampant fraud.  I'm taking them to court. I'm writing my congressperson.  I won't stop complaining until I get a full refund and an apology, which is the bare minimum that I require at this point. I am outraged that this is allowed to continue. 
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 02/16/2024

  ****,

  We pride ourselves on our client experience. We’re sorry that you feel that you didn’t have a good one. In the interest of good customer service, we’ll issue you the refund of $980 as requested.

  Sincerely,

• Initial Complaint

  Date:11/29/2023

  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.

  The sales person did not communicate the terms of the contract. He told me it was a month to month, needing 1 month notice ti cancel. I went to cancel and they are saying I signed a year contract and that I owe 15% of the total year cost. They refuse to answer the phone at customer service or call me back when I leave a message.

  Business Response

  Date: 11/30/2023

  Good morning,
  
  We have been in communication with this client via our Customer Service email and have corresponded many times to answer all of her questions and present her cancellation options. Our staff at her training location have also been in contact with her several times to communicate her cancellation options.
  
  Our Admin Team investigated the details of this client's contract and initial signup with our staff and it was determined that the details of the contract were communicated clearly to her before signing including her contract duration, biweekly billing, and training frequency. She signed up for a period of 52 weeks (1 year) at a training frequency of 2x/week. Our staff would not have stated that she had a "month to month" contract "needing 1 month notice to cancel." Likely she misunderstood the "renewal cancellation notice" which begins at the end of her initial term length and does require a 1 month notice to cancel. That does not apply to canceling her contract before it is completed.
  
  The client received a copy of the contract via email on September 29, 2023, at 6:49 pm. We can confirm that she did receive the contract as her email is verified as correct on the contract itself. Contracts are automatically sent to a client's email immediately upon signing through an automated process. After signing and receiving the copy of the contract she was encouraged to review it per our typical procedure with all of our clients. It is the responsibility of the client to fully read the agreement. All clients have a "3-day buyer right to cancel" window explained in the contract during which clients can choose to reject the terms of the contract, however, the client neglected to do so and chose to utilize her training sessions, consequently, the agreement is binding.
  
  We have described the cancellation options available to the client including cancelling due to relocation or medical reasons. The final option to cancel would be via an early termination fee. Two of the three cancellation options do not require a cancellation fee. Regarding the early termination fee, as the client was extremely argumentative about the cancellation policies, we offered to use her unused training sessions as a credit toward her cancellation fee to assist with reducing the price of terminating her contract as a courtesy. She has not chosen a cancellation option and refuses to pay any further. Her training contract will continue unchanged until she chooses to pursue a valid cancellation option outlined in the terms of her contract.
  
  We are happy to provide any additional information if needed.
  Sincerely,

  Customer Answer

  Date: 11/30/2023

  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.

  The sales person did not communicate the year contract, had the screen facing him during the initial "sign up". I never received the contract and was mever told about the 3 day grace period because I was neve4 told it was a year contract. There was no kisunderstanding on my part. I have hashimotos  disease and would have never signed a year contract because my health fluctuates frequently. I only agreed to this because I was told it was a mobths notice to cancel. This is rediculous. You will not receive another penny from me. If you had sent the contract, why noy forward it again with a time stamp on it? Why just provide the date and time that I allegedly signed and you allegedly sent it? You are all scam artists. I want you to honor the agreement communicated with me.  
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 11/30/2023

  Good afternoon, 
  
  We have confirmed with our staff that they communicated the details of the agreement with the client. While we may not be privy to every single conversation that our staff has with our clients, they still follow the same process with all training clients and give clients every chance they need to read through the agreement. Further clients are encouraged to thoroughly review the contract. The individual who assisted the client with signing up has had a consistent track record of following our policies and has helped to sign up many of our satisfied clientele. Our staff are unable to present the contract to the client for them to sign before going through the process of describing exactly what the client is signing. It seems that there was a clear misunderstanding, however, the information was described to her correctly and later confirmed when the contract was sent to her. 
  The client's contract was immediately sent to her email once completed. It states that it was created Friday, September 29, 2023, 6:49 PM, which indicates she would have received it shortly thereafter at her confirmed email address. We have attached a screenshot of the first page of the contract in addition to a copy of the signed contract for confirmation.
  
  We cannot change that the client chose to sign and consent to the terms of the agreement outlined in the contract, however, as the contract is legally binding, it must either be completed or cancelled via one of the available cancellation options listed therein. If the client has medical circumstances that prevent her from working out then she is welcome to send a medical note signed by her physician that states that "she can no longer work out with Compel Fitness permanently" and she will be permitted to cancel free of charge. Alternatively, she still has the option to cancel via the early termination cancellation policy in addition to using her unused sessions toward reducing her cancellation fee to only $474.56 at this time.
  
  We assure the client that we are not "scam artists" nor do we have any desire to cheat anyone in any way. We are in the business of helping people to live a more functional life and achieve their goals through accountability, nutrition, and fitness training. We are currently honoring the agreement that she signed when she initially met with our staff to initiate her training.
  Sincerely,

   

  Customer Answer

  Date: 11/30/2023

  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.
  

  Just because your salesperson says they communicated the contract details to me, it does not mean that is truly what they said. I would have never signed a contract. You can have $220 which, including the $220 you have already withdrawn from my account, equates to a month of charges. Nothing more than that. That is what I was told when I signed up and that is what I will pay. Train your staff better. Also, if I had recieved the contract, wouldnt I also have received access to the app, which I also did not recieve? Do I also need to point out the many other complaints under BBB pertaining to this same scenario? You need to train your staff better. Yes, making the sale is important, but if you want to raise that 1.4 rating, you need to imrove your ethical standards with your clientel. 

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/21/2023

  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.

  My contract was up 10.18 but they are billing me still, a charge was just put on my credit card this morning.

  Business Response

  Date: 10/23/2023

  Good morning,

  We replied directly to ***** that her agreement is currently in its renewal phase per the terms of the agreement. Clients must issue a 30 day cancellation notice in order to ensure that their agreements renewal will be cancelled and ***** neglected to provide a cancellation notice to stop the agreements renewal process once her initial term was completed. We allowed any further payments to be waived moving forward, but any payments made until now are still considered valid according to the terms of the agreement.

  ******* account is now fully cancelled moving forward.

  Sincerely,

  Customer Answer

  Date: 10/23/2023

  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.
  
  
  The gym is now contacting me directly.  I signed a cancellation form same day as signed contract . They said they found it and are giving me a refund. The refund has not yet processed but once it has I'll be satisfied with the response.  That said, the team member who contacted me was a little rude saying I filed with BBB without contacting compel,  but that is not true. I only filed with BBB after I texted 4 compel staff, followed up with phone calls to two and got no response. After I filed, I did get response,  but not before.  Glad for the response,  but to assume I filed without attempting to contact business is incorrect. I also got several communications this morning that said different things, as if one hand doesn't know what the other is doing, but as long as I get my refund I'm happy to be concluded with this business. 
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/10/2023

  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 was pressured and lied to by this company in regards to their membership fee. I was informed that I would only be paying $40 per training session but i was instead charged $130 and signed to a year long contract. I attempted to speak with a manager about my concerns 3 times and was given the run around. I cannot afford to pay the actual price they want to charge me but they also refuse to let me cancel. I literally have $0 in my account and cannot afford to pay this. I have two kids and they will have to go without necessities because of this misleading scam.

  Business Response

  Date: 10/17/2023

  Good morning,

  We have investigated the details of *********** account. He was informed of the full details of the agreement upon signing and was given a copy of his signed agreement detailing the biweekly pricing, the full downpayment amount, and the agreement's duration for a period of 1 year. He was made fully aware of the billing process when he signed up and was given the same 3 day buyers right to cancel window that all clients are entitled to. He did not choose to cancel within his initial 3 days. When ********* expressed his concern and confusion about his agreement to our staff, they reiterated the information for him and offered further details regarding our policies. They scheduled a day for ********* to meet in order to sign a cancellation form on 10/13/23 but ********* did not attend the meeting. 
  According to the details on *********** account, he has been using all of his training sessions, and recently completed a session yesterday, 10/16/23. Further, he has booked another session on Monday, 10/23/23 so it appears that he has changed his mind about using the training services.
  
  We are happy to further assist ********* with his inquiry if he is looking to cancel at this time or if he has any additional questions or concerns, he will simply have to let us know how he would like to proceed. For now, it seems that ********* is content to use the training as he has neglected to follow up with canceling his agreement with our staff.
  
  Sincerely,