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:12/06/2022

  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.

  The trainer was great, the sales arrangement and poor excuse for a resolution was terrible. I was decieved from the start, clearly the sale was the most important goal here. When i attempted to cancel my contract i was aware i had been swindled into, i was told two different things i could do to cancel. Every attempt led to needing more from the sales associate and then telling me i would have to pay a buy out.
  
  I originally signed up for training services because i slipped a disc and was trying to rebuild muscle. My intentions were to have a trainer for 2-3 months as i do not have the money to afford over $200/mo consistently. I never had a trainer before, pretty sure i made this clear. I never heard of a contract on a trainer, where the customer is locked in for a year. This was also never explained to me. Cancellation or buy outs were never explained to me. The focus was on trying to get me to commit to regularly working out, no focus on the disclosures i was signing. And a lot of fast talking going on. After 3 months i told the sales person i needed to cancel because i could no longer afford this and only signed up for these services to help with my injury. When i mentioned this, i was told i could get a doctor's note and would not have to pay the buy out. I was annoyed as i had no idea what she was talking about because no one explained this to me to begin with. I complied and requested a doctor's note from my chiropractor who has been treating my injury. This was received with no issue. Weeks later i was informed that the doctor's note would hold off my bills for a few months, but then i would have to pay again in December. This was annoying as i believed i had fullfilled what was asked of me only to be told well after the moment this was not enough to cancel, and then the buy out was mentioned again.
  
  I was then told if i wanted to avoid the buy out i would have to prove i was no longer working out with PA Fitness, i cancelled this, also not enough.

  Business Response

  Date: 12/07/2022

  Good afternoon,
  
  Our Admin team investigated the details of this clients account. It appears that additional details are missing from her description of events that we would like to address upon concluding our investigation. Our Senior Director met with ******* and thoroughly explained our training programs according to our procedure, just as he has done with all previous clients in the past. We do not deceive or coerce our clients into signing, they must provide their own consent and express understanding of the agreement upon signing. 
  ******* opted to sign up for 1x/week training for the duration of 1 year. She was given a copy of her agreement and was encouraged to thoroughly review it and reach back out if there were any questions or concerns. It is the client's responsibility to review the agreement that they signed and consented to.  
  
  When ******* expressed that she wanted to cancel, our staff informed her of all of her cancelation options. She initially inquired about canceling due to medical circumstances around 9/7/22. Our Admin team reviewed the note that she provided and determined that it did not suffice for a Medical Cancellation as it did not state that she could no longer work out with Compel Fitness, nor was it signed by a Medical Doctor/Doctor of Osteopathy. The note did qualify for a temporary Medical Freeze for 3 months. Our staff reached back out to her on 9/9/22 to inform her that her medical note did not suffice for a Medical Cancellation and only qualified for a 3-month freeze. Our staff reiterated exactly what ******* needed to provide if she wished to cancel due to medical circumstances and reiterated the option to cancel her agreement early by paying an Early Termination fee. Our staff did not mention that cancelling her gym membership with PA Fitness was a way to end her Compel Fitness agreement.
  
  Currently, *******'s account is still frozen at this time until 12/13/22. She was given ample time to provide an updated medical note to cancel, but she neglected to do so. The Early Termination fee has also been discussed and preparation could have been made to arrange or continue with her training. Our team is awaiting how she would like to proceed with her cancellation. We are happy to allow an extension on *******'s freeze to allow her 1 additional months time to provide a medical note that satisfies our Medical Cancellation policy if she would like. Alternatively, she will need to cancel via the Early Termination policy discussed with her.
  
  Sincerely,

  Business Response

  Date: 12/14/2022

  *******, 
  
  There is no evidence that our Admin team has been able to find that indicates that you were misled in any way. If you have evidence then we encourage you to provide it. The full agreement was described to you, and as we have stated previously our staff runs our clients through the programming prior to any final decisions regarding the agreement. You were given far more than simply the basics. You were given all of the information that each of our clients is entitled to, including cancellation information once you expressed your desire to cancel. Our Senior Director walked you through the information in the agreement in order to initiate it and you provided your understanding and consent with your signature. Clients are notified of the contract duration, weekly frequency, billing schedule, and other information which is always discussed prior to signing. Once our staff is confident that the client is comfortable with the agreement then they can proceed with signing the contract. The details are reiterated and the client provides their written consent. Beyond that, as we have stated previously, you are given a copy of the agreement which you are encouraged to review in your own time and you had 3 full business days to decide whether or not you choose to accept and continue the agreement or opt to cancel with no ramifications.
  Compel Fitness has abided by the agreement and has done nothing unlawful. If you were not comfortable upon signing and you had so much confusion regarding the policies in your agreement then why did you provide your consent and proceed to utilize all of your training sessions?
  
  Our staff did everything in their power to assist you with providing further information once you decided that you wanted to pursue canceling your agreement. They did not force you to "jump through multiple loopholes" as you put it in your message, they simply informed you of the policies and procedures listed in the agreement to which you already had consented. As the recipient party in the agreement, you are obligated to adhere to those policies. If you are seeking to cancel at this time, you must provide a valid medical note signed by a Medical Doctor that explicitly states that you are no longer able to work out with Compel Fitness indefinitely, or you may opt to pay the buyout fee.
  
  Attached is a copy of your signed agreement for further clarification and context for the BBB.
  Sincerely,

  Customer Answer

  Date: 12/14/2022

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  While you claim i have no proof of my claims, you also have no proof of yours. All you have is a document, you do not have a recording of the sales rep throughly going over the disclosure. Nothing was even insinuated that this was an agreement that would cost money to cancel. That is the the argument here. There is no attempt being provided to resolve a complaint here as well. Typically a customer expresses their frustration and the company realizes they already made plenty of money off the customer and chooses pleasing the customer over this method of continuing to argue over who said what. I will not be getting a doctors note from a MD. I do not have medical insurance, and the point is that i was not aware of being locked in to this service and i do not have extra money. My argument is not an argument that i am disabled nor will i lie or pretend to appease this situation. My complaint is valid as is and does not require additional documents for a valid business to make an effort to resolve the matter.
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:11/16/2022

  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.

  From the dates 10/17/22-10/26/22 I’ve been calling compel to cancel my pt membership as I had recently took on reduced hours and can no longer afford these services. I would call daily. Sometimes in excess of 20 times, leaving numerous messages and leaving email ticket inquiries on the website with no success of getting in contact with anyone that could help me. I called the billing department because of course they answer and the billing representative said they will contact me whenever they have the chance to. So I asked the representative if I paid for this month, then I’ll have to pay for the next month until compel fitness decides to answer my inquiries? She claimed she didn’t have an answer and that she has not knowledge of when they will return my inquiries and that she would make a note on my account that I told her I’ll report them to my bank to stop payment because I’ve been contacting them to buy out of the contract but no one answers any correspondences. Ultimately, it feels like a trap. It’s been just about a month, I’ve paid again and still haven’t received a phone call or email back about my cancellation request. I’ve called today 11/15/22 and still no response.

  Business Response

  Date: 11/17/2022

  Good morning,

  We have resolved ****** request regarding her cancelation. Our staff had reached out to Susan in order to schedule a meeting but evidently the meeting was rescheduled for a later date. We were able to discuss ****** cancellation options and closed her account as requested.

  Sincerely,

  Customer Answer

  Date: 11/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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:10/23/2022

  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.

  I recently signed up at the ****** *** on ******** ****** ** ***** **k. I was approached by Compel Fitness immediately, and was told I was being offered a complimentary PT assessment. The sales representative was very pushy, and was very insistent on getting me to sign up for their PT program, which I did. The sign up process was very convoluted. I felt very pressured into signing a tablet after being given vague estimates and descriptions of what to expect. When I got home that evening, I read my agreement and saw that there was a 3 day buyer's cancellation policy that I could utilize. I was never told by the sales rep that there even WAS a cancellation policy. I went back to the gym the next day and informed the Compel staff that I had changed my mind and wasn't interested in starting PT services. Initially, the sales rep suggested altering my agreement to make it more affordable. I told them that I would think about it, but did not want to make any decisions right away, and for now I would like to cancel my agreement. It took about 10 minutes for the rep to casually mention that there was a cancellation policy. I said I would like to fill it out. When I was given the paperwork, the employee told me I just needed to print and sign my name, but made no mention of checking the appropriate box explaining why I wanted to cancel. They were very misleading and appeared that they wanted to sabotage my attempt at cancellation. Not to mention that they intended to charge my first payment BEFORE the 3 days I was allotted to cancel my agreement. My cancellation has not been signed by the staff, as they told me the rep who has the authority to sign off on cancellation waivers was not present that day. I plan to go back on Monday and hope to resolve this issue. I should not be charged my first payment before my cancellation window is up, and I want to ensure that the staff will not get in my way or prevent me from canceling my agreement in the time that is legally allowed.

  Business Response

  Date: 10/24/2022

  Hello Amanda,

  Thank you for brining your inquiry to our attention. This is the first that our Customer Service has heard of your desire to cancel. We apologize on behalf of our staff for any miscommunications or misunderstandings regarding signing up or cancelling your agreement.

  As you requested to cancel within your initial 3 day window, we have fully cancelled your Compel Fitness training agreement with no further action required. You will not be billed by Compel Fitness.

  Sincerely,

  Customer Answer

  Date: 10/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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:10/19/2022

  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.

  I signed up from their business in October 2021 with the intent to lose weight. I then became pregnant and was unable to complete the program and contract. I continued to pay the biweekly amount until June 2022. I have been on maternity leave and funds are short
  I contacted the company today with the intent to make a payment arrangement as my contract was up 10/18/22. The representative on the phone stated that the funds will continue to come out of my account until the account is closed. In order to cancel the account you must have no balance, which makes no sense to me at all. This is stealing money from your consumers and for you to have the final say so if I want to continue is robbery. I want to cancel my account with any further a mount accumating as that defeats the purpose of trying to pay it off. I have sent an email and if this is not resolved I will be seeking this to go higher.

  Business Response

  Date: 10/20/2022

  Hello *******,

   

  Thank you for reaching out with your inquiry. This is the first that our Customer Service has heard of your request.

  As you stated that you are currently pregnant we will allow you to cancel with no additional fees. Your Compel Fitness training agreement is now fully cancelled.

  
  Sincerely,

• Initial Complaint

  Date:10/18/2022

  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.

  3/10/22 I gave permission to a boy named ***** at Golds Gym Laburnum Ave Richmond VA to charge my card a 1 time fee of $529 for my son to receive personal training. I made sure over the phone that this was a 1 time charge and was told I could get my money back if my son did not come to the sessions and he agreeed to call me if there were any issues. My son thought that I had signed him up specifically for these classes and was told by ***** when to be at the gym- as if I (Mom) was the one making the decisions. I knew nothing. They told Ethan after the 1st month that he was out of sessions and needed to come in to sign up for more and he told them to contact me because I was paying. But they did not contact me. As they told him he needed to pay, they began charging my credit card 2 times a month- without providing any services to him. He told them he was not interested financially he could not afford it and to talk to me about signing him up for more. He was not told that my card was attached to an ongoing contract- and he did not know I was being charged! Meanwhile, I tried to call ***** to discuss how my child was doing and the boy did not return my calls. I did not realize they were charging my credit card. He never discussed charging my card again or signing for reoccurring fees. I specifically told ***** when we spoke- and he understood this $529 was a HUGE amount of money for me to spend and that he would be helping my son. My son did his training and then told the trainer through texts he would not be coming back to him because he could not afford to spend the money. The company told him he had options for cheaper classes and to come back and sign up. They never told him they were charging me for services - and he was not receiving those services! He explained to them that they could contact me to see if I was willing to pay for more classes- and they did not contact me but continued to charge my card unbeknownst to him or to me.

  Business Response

  Date: 10/21/2022

  Good afternoon,
  This inquiry is the first that our Customer Service team has been made aware of this client's circumstances. All information was discussed with the client in question and it appears that there was simply a miscommunication between the client and his mother. That is not the culpability of Compel Fitness. Our staff only knew the information that the client shared with them and the payment information that was provided for the agreement when he signed up. 
  
  Our staff discussed the agreement with the client and would not have charged the client for something that they did not sign up for. If the payment was a 1-time charge then that would have been specifically discussed with the client. Our staff would not have indicated that the sessions were refundable if the client did not attend the sessions as that is not correct. It is the responsibility of the client to request account changes and discuss cancellation options. 
  Additionally, to clarify, our staff was providing services, but the client simply was not scheduling training sessions. It is also the responsibility of the client to schedule their training sessions.
  
  This clients account is already canceled as of 10/6/22 when they reached out to our staff. No prior cancellation requests had been issued to our staff, so all previous payments made are considered valid according to the terms of the agreement.
  
  Sincerely,

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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 have sent an email to the Compel Fitness customer service email address explaining that I want to cancel my subscription because I would no longer be able to financially handle it. However, its been 2 days and I have received no answer, no call, and no cancellation. These people refuse to respond to its customers who seek to end their contract in order to keep on charging them. Malpractice.

  Business Response

  Date: 10/18/2022

  Good afternoon,

  We have replied to Isaac's email inquiry. Our staff typically are able to reply to client inquiries within 1-2 business days.

  Sincerely,

  Customer Answer

  Date: 10/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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:10/15/2022

  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.

  I was talked into a fitness contract by compel fitness by the representative at the ***** *** in Mechanicsville, Virginia. I had expressed my concerns of my health, and personal struggles. They assured me that there were ways to cancel the contract and they did not seek to cause any personal or financial stress. I signed up with every intention of fulfilling the yearly contract. Unfortunately; due to medical and personal reasons - I have been unable to attend the gym and use the personal training. I have spoke to them numerous times and even provided mental health documentation in person from a physician that stated I could no longer participate at that time. Compel Fitness refused to accept this as its wasn’t a “physical” impairment that hindered me from “coming in” to the gym. Unfortunately, I was under care and was not able to use the gym in any capacity. I find this to be discriminatory in nature as mental health is just as important if not more than physical health.
  
  The continue to attempt to collect payment after I have asked they stop. I’m am not physically or mentally capable currently of participating in any fitness program and with physician documentation (in which was vague as to protect my rights under HIPAA) are still refusing to cancel the contract and billing my for services I have not been able to use.
  
  I do not and will not use compel fitness in any future fitness goals once I am able to participate again.
  
  I would like my account cancelled and no further payments rendered nor attempted to be collected.

  Business Response

  Date: 10/17/2022

  Hello *********,
  
  Thank you for reaching out to us and voicing your concerns and some of the details of your circumstances.
  We are sorry to hear that you have been unable to attend the gym for personal training. 
  
  We received the mental health documentation you provided to our staff on July 14th requesting to cancel your training due to your stress levels. We do want to clarify a few details regarding the circumstances of your request as you have only partially stated what was communicated to you. We noted that your mental health documentation would not suffice for a Medical Cancellation as it was not signed by a physician such as a Medical Doctor or a Doctor of Osteopathy. Your note was signed by a Licensed Professional Counselor with a doctorate in education. 
  Typically Medical Cancellations are mainly for physical limitations that prevent our clients from working out, though we certainly understand that mental or emotional circumstances such as high levels of stress can be severe and can prevent one from working out. We recognize that mental health is undeniably important, the only issue that arose with your request is that your documentation was not signed by a physician. We have not been discriminatory in any way, we are simply adhering to the agreement you signed and consented to. Had your note been signed by a physician our staff would have approved your cancellation.
  
  Despite your mental health note not satisfying the Medical Cancellation policy requirements, we still placed your account on a medical freeze for 30 days to allow you time to recover or time to send us another medical note that would suffice for cancellation. You were not billed for the 1 month period. During that time our staff attempted to call you 6 times to inform you in addition to sending you a separate text and email.
  
  Moving forward we are happy to process your cancellation due to medical circumstances and waive your entire past-due balance if you are able to provide a note signed by a physician that states that you can no longer work out with Compel Fitness moving forward.
  
  Sincerely,

  Customer Answer

  Date: 10/17/2022

  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.

  I attempted to get in contact with the member team and actually physically came into the gym twice after my request to see what all I needed to do. The staff told me they could only suspend my account for 1 month. There was nothing further regarding not being signed by a medical physician. But I do ask, do you see a regular physician for your mental health or do you see a licensed individual who specializes in mental health. I do not need to provide you with specifics regarding my mental health as it is no different as if I sprained my ankle - you would not ask me to go into detail on how I sprained it, what was going on, etc. This is a personal matter that I attempted to resolve with the staff before contacting the BBB. Again, it is discriminatory to think that a licensed professional with a doctorate, which is a “doctor,” - is any less qualified than a doctor of medicine. There are reasons you see licensed psychologists. My medical insurance covers this as part of my medical care so I ask that you accept the same. I truly hope this can be resolved as there are many that I know who go to this specific gym who have and participate in mental health services and take care of the community in which your business is in. 

  I will push this matter further to the civil rights office if this is not resolved. I paid for the services in which I took part in, provided documentation from my mental health provider with being HIPAA compliant to my satisfaction. This should not be a hard item to resolve. 
  

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

• Initial Complaint

  Date:10/14/2022

  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.

  When I signed up for Compel Fitness, it was just for a month to try it out. After I got home I checked my email and saw this huge contract I wasn't told about. They told me on the phone don't worry about that, we can sit down before the month is over to see if you still want to go or not. I said no and now I am told there is an early termination fee of $545. I wasn't told anything about a contract or an early termination fee of $545. I have college loans, just bought a house and I need all new appliances. I feel like I was conned by Compel Fitness just to take money from me without caring about me as a customer. I have friends that went to all different gyms and had trainers and that they never heard of a $545 cancelation fee. NO ONE can afford that with 8% inflation and with the gas prices. I want my account taken down without paying a $545 fee and I will go to a new gym.

  Business Response

  Date: 10/14/2022

  Good afternoon,
  
  All procedures were followed with Andrew upon signing his agreement. Our staff provides all information necessary to initiate the agreement and encourages the client to ask any questions to ensure that they are comfortable with the details of the agreement. 
  Andrew was made aware of the 12-month commitment to the training program and provided his signature and consent. Like all of our clients, he was also given a copy of his training agreement to review thoroughly upon signing.
  Our staff noted that Andrew was experiencing some financial difficulties shortly after signing up and accommodated him by freezing his account for 30 days and providing a refund of one of his payments. 
  
  After his account freeze was completed our Head Trainer attempted to set up a check-in meeting with him to help with restarting his training. After several attempts to schedule the meeting, our staff was able to speak with Andrew over the phone. At that point, Andrew's account was past due. He spoke with our staff requesting cancellation information and our staff informed him of the cancellation options listed in his agreement.
  
  According to our notes it appears that Andrew indicated that he did not have medical circumstances that prevented him from working out, so his remaining cancellation option would be to pay a cancellation fee.
  We are happy to waive his current past due balance so he can pay his cancellation fee to close his account.

  Sincerely,

  Customer Answer

  Date: 10/14/2022

  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.

   

  I did not receive paper copy's of the contract, only through e-mail when I got home.

  The trainer did not explain any of this which is why I contacted Compel after I checked my e-mail.

  I do not have $545 for an early termination fee. This is not satisfactory. I am very unhappy with Compel Fitness and I will not recommend

  them to anyone. This is the worst customer service I have ever had. Feel free to use my original complaint on your website as it is factual 

  how it happened. Someone has to do something about Compel's shady business dealings. 
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/26/2022

  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.

  As many other cases I joined for the individual classes, which had been very fun, yet the trainers didn´t seem to be ready for the individual ones. The group lessons were usually a full body training. After a month or so, no change in the individual diet nor the follow up of my progress was done. Short after I realized I was being relocated due to my job and given my new location about 3hrs away from the gym I considered it wouldn't be feasable to continue. I was told I could take the online training yet shedule wise didn't ended up working either. As far as today I haven't been able to cancel as I keep been told they want to avoid charging me the cancelation fee (which was never explained to me when signing my contract and seems outrageous given the situation not been my choice, just not feasible with my job)
  So, at this point this feels like a total scam, no response for the cancelation and they keep charging me without taking any classes nor having the gold standard personalized training I'm paying for (at this point over $700)
  Totally disappointed to realize this is the usual for this company.

  Business Response

  Date: 09/27/2022

  Hello *******,

  Thank you for reaching out to us. This is the first that our Customer Service team has heard of your inquiry. We are glad to hear that you initially enjoyed our training but sorry to hear that you need to cancel though we certainly understand. 

  We apologize for any miscommunications with our team. They wanted to help find an equitable solution for you to allow your cancellation.

  As requested we have approved your cancellation due to your circumstances. You will not be billed further by Compel Fitness.

  Have a great rest of your week!

  Sincerely,

  Customer Answer

  Date: 09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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:09/23/2022

  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.

  Back in june of this year I joined a gym, ***** gym . I also hire compelfitnes for a trainer. However in july I informed both the gym and compelfitness that I will no longer be using their services. In july I mailed a letter to compellfitness requesring for cancelation. But they have not, I have sent emails as well . since july to present they have not cancell me . I have blocked them and got a new bank card. some how compelfitness got my information and charged my new card several times with out my permission. which has caused overdraft fees as well. this is very stressful. I also cancel the second card in hopes that they eill not be able to get my uptain my personal information.please help me to resolve this matter. I want compelfitness to stop going into my account and cancel my services as i have sked them 2 months ago.

  Business Response

  Date: 09/23/2022

  Good morning,
  
  We have reached out to Roberta directly to help resolve her request. We document any emails, mailed documents, and phone conversations on our client's accounts. It appears, however, that we do not have any record of ********* cancellation requests including any emails or mailed documents. We have requested that she forward any documentation over to us in order to verify her cancellation requests so that we can bring her inquiry to an equitable resolution.
  
  Sincerely,