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:09/21/2022

  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.

  My wife and I signed up for compell fitness program through the white oak golds gym. We were very pleased with are services and excited with what changes we were seeing. During this time my wife unfortunately lost her job and it has put a financial burden on us. I went into the gym in July and informed the trainers of what was going on and that I need to cancel or lower my plan and they said they would get back with me. After about two weeks I never heard from anyone and I was still getting charged on a card that was declining cause their was no funds on the card. I have called and left numerous messages and still no call back!!! I went into the gym today to talk with them and they informed me I owe $500 in debt to them and then I will need to pay a cancellation fee!!!!! After I told them I wanted to cancel back in July and they told me they would get back to me I am now in this position!!! Due to our financial status changing and the members at the gym not getting back to me and no call backs from this company I am in a huge financial burden for a family with a single income. The trainers also informed me they can not freeze the account in order to catch up the payments which means I will continue to get deeper in debt while trying to figure out how to pay them and a cancellation fee. This company is totally incompetent and is a major scam!!!!!

  Business Response

  Date: 09/22/2022

  Hello ****,
  Thank you for reaching out to us and bringing your inquiry to our attention. 
  As we discussed over the phone, we have clarified any misunderstandings and have resolved your request.
  We appreciate your feedback and are glad to provide a favorable resolution for you and your wife.
  Sincerely,

• Initial Complaint

  Date:09/20/2022

  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.

  When I originally signed up with Compel Fitness in June 2022 I said I would need to think about it because I couldn't afford to start the program right away. I asked them to start my first payment on July 1st. I took a $5/hr pay cut at work that month and messaged and called ****** and also called ***** to cancel my membership and the first payment. ***** called me back on June 30th and I explained to him that I really needed to cancel my membership and make sure that the payment did not pull from my account. ***** told me that he could cancel the payment from withdrawing but said I would need to come in to the location in ********** to actually cancel the plan. I was out of town at my brother's wedding, so I set an appointment with him for July 8th.
  I met with ***** on July 8th and he informed me that in order to cancel my membership I would need to pay a buy-out fee around $250 to terminate the contract. I was confused because I called before July 1st to cancel and he explained that they had started my plan on June 9th, which was the day of my free assessment with Christy. The first time I met ***** to discuss the plan and start date was June 13th. ***** went on to say with a smile that there was nothing he or I could do about it and that I would've had to cancel my contract within 3 days of the June 9th start date. I refused to pay a buy-out fee for a program that I did not begin. ****** ******* did not provide any services to me or utilize any of their resources to assist me in anyway. I demanded to speak to a supervisor and he said he would have to reach out to "corporate" to escalate the case. I left the location, attempted to call myself but was sent to voicemail. I left a message. Now I've gotten 2 calls from billing saying that I owe for 4 months in addition to a buy-out fee. They tell me there are no notes on my account that Mitch ever contacted corporate and I would've had to sign a form to cancel the membership. ***** never mentioned a form to cancel.

  Business Response

  Date: 09/21/2022

  Good afternoon,

  We have discussed ***** account directly and have approved his request to cancel his agreement with no additional fees due to his circumstances.

  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. 
  
  Thank you so much for your assistance. It gives me peace to know that you are out there holding these companies accountable.
  
  
  
  Regards,
  
  
  
  *** *******
  
  
  
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  On April 20th 2022 I was signed up for with Compel Fitness for physical training. I am being charged an amount I did not agree to. The said business entity is trying to request an additional $1,375 but settle for $1,200 as of September 9th 2022.
  The contract terms that Compel Fitness sent me are not what was discussed. I am being asked to pay a extreme amount and when I was sent to a collection agency the representative said I was to pay $7,000! That’s 7 times the original fee Compel was asking! I paid $449 to begin $49 processing fee. I did NOT agree to 104 sessions at $200 every 2 weeks! And I was sick with COVID-19 in July so I was not able to go to the gym to work out. Compel is NOT getting $1,200 or $7,000 from me. I do not want to ever do business with them again. Please assist me to bring this matter to a resolution. Thank you in advance.
  ***** Nettles-Young

  Business Response

  Date: 09/20/2022

  Hello *****,
  
  We replied to your direct email regarding your account. We are sorry to hear that you contracted COVID in July. You did not inform our staff that you were unable to work out with us, as we would have been able to temporarily freeze your account while you were sick and you could have resumed your training when you were able. 
  
  It appears that you have some confusion regarding some of the details of your agreement. To provide a comprehensive summary of what occurred with your agreement, it is correct that you signed up on April 20th with us for a 2x/week Semi-Private training agreement. In total there is a fixed number of 26 biweekly payments of $200 to your agreement per the contract that you signed and consented to. You also signed that you read and understood that you were liable for all payments due under the agreement. If you read the first page of your agreement, you will find that it lists the number of payment installments, the total sessions (104), and the biweekly fee of $200. 
  
  On 8/16/22 your agreement was placed in collections as a result of accruing a past due balance for 90 consecutive days due to disputing several payments and neglecting to pay any additional biweekly payments. 
  You reached out to us on 8/31/22 with questions regarding your "collections" status, to which we replied which options you had available. You did not respond back until 9/6/22 requesting that we restore your account from collections so you could pay your past due balance with Compel Fitness rather than remain in collections. We made it clear that you would need to pay your past due balance if we restored your account from collections and offered to further decrease your past dues by waiving $175 in additional accrued fees. Beyond that, we also offered to break up the total balance into biweekly installments as a courtesy which would have been identical to your regular biweekly payments of $200 that you originally signed up for. Once your agreement was restored from collections as you requested on 9/9/22, we reached out to inform you and asked how you would like to proceed with paying your past dues and updating your payment information. It appears that you neglected to reply to our email.
  
  Moving forward you are still able to pay your past dues and we will allow your cancellation with no termination fees once that is completed as we discussed. That outcome is equitable regarding your circumstances.
  We are not able to issue any refunds of your payments as they have all been valid according to the terms of the agreement. Additionally, it appears that you have not made a payment since 6/29/22.
  
  Sincerely,
  

  Customer Answer

  Date: 10/07/2022

  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.]
  
  
  
  Regards,
  
  
  
  ***** *************
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 10/07/2022

  I have read what Compel Fitness has said was in the contract however that is not what was said to me. Their employee* ****** ***** was deceiving in how and what he explained to me. I would never agree to 26 biweekly payments of $200. Darius and I had a detailed discussion about how much I could afford to pay and $400 per month was not it! I was also told that If I wanted more trainings I could pay for more as I wanted in the future. But auto payments were not discussed. It was $449 up front and then the other $400 was to complete the total amount of $800 for my trainings. I agreed to limited trainings I could afford. I was mislead by their employee ****** that I would have a set amount of workouts for $449 down payment plus the next $400!He showed me a display that said I could pay $800 or $1800 for trainings and I declined at first because it was out of my budget. Then he say I can do $800 split up the cost. That was more doable. I was bamboozled by Compel and would like for the matter to be handled as already satisfied. I’m so upset because this in not something I could afford then and not something I can afford now! A $7,000 judgement on my credit is something I will have to find a way to fight further. 
  ***** *****

• Initial Complaint

  Date:09/14/2022

  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.

  I opened a membership with Golds Gym and was approached repeatedly by a personal trainer to schedule a meeting & complimentary session. I originally assumed they were affiliated with the gym and I sat down with them. The majority of the “complimentary training session” consisted of them selling me a private training program. Then we did a 10min workout. I also felt rushed to make a decision because I had made it clear that I was new to the gym and was interested in becoming healthier and they seemed to take advantage of that.
  I said that I would be willing to give it a try and even asked if they had a free trial type option in case I didn’t like it. They said no they don’t offer that but that I could do a weekly payment option. I figured that was reasonable and said as long as there were no other fees that would be fine. The only fees mentioned at that time was that I will have to pay my first and last payment upfront. Then I was rushed through the contract signing process with the trainer telling me to initial somewhere on the contract. The fact that so many complaints on the same issue with Compel Fitness should say something about their business ethics. They avoid the verbal mention of the cancellation fees and rush you to sign.
  Now I am in a major financial situation and cannot afford to pay $110 every two weeks for only one class a week. I am having some medical issues that require attention and money that I have trouble paying already. I contacted Compel Fitness to cancel and was told their policy was 15% of my agreement (which was apparently a year even though I said I specifically said I wanted a short term month to month option) which came out to over $450 to CANCEL. This made zero sense to me because if I couldn’t afford my $110 payments what made them think I could afford that to cancel. This company seems to almost scam people into these memberships without sharing the details. I just want to cancel for the sake of my family’s finances.

  Business Response

  Date: 09/15/2022

  Good morning,
  
  We are discussing ******* cancellation directly with her at this time to help her with an equitable resolution to her request. It appears that ***** has had some misunderstandings regarding her agreement that we are helping to clarify for her. 

  We thoroughly investigated her circumstances with our staff and determined that her agreement was completed correctly and she was given all of the information necessary to initiate her training in addition to information regarding her billing cycle, program length, and frequency of sessions per week. ***** was sent a copy of the agreement that she signed immediately both in person and via email. In addition, our staff gave her an information sheet that explained our cancellation policies.

  Our staff thoroughly went through the signing process with *****, allowing her time and control over reviewing the agreement. 
  We notified ***** that she had a 3-day cancellation window during which she was encouraged to thoroughly review the terms of the agreement to determine if she was comfortable with it or not. ***** did not provide cancellation notice within that time and later used several of her training sessions through August and as recently as September 1st. 
  Naturally, our staff does not attempt to intentionally mislead or scam anyone as they provide all of the information upfront and thoroughly explain the agreement in addition to giving our clients written copies of the information for review.
  
  Sincerely,

• Initial Complaint

  Date:09/14/2022

  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.

  I signed up with a personal trainer with Compel fitness through Gold’s Gym. My schedule does not permit the training schedule so I attempted multiple times there was no answer and then a voice mail. They ended up drafting 2 payments one of $36 and the other $49. When I finally got to speak to someone a week later they are trying to force a payment of $250. I refused because I never used their service. This company is utilizing the order play to try to trick people to pay they even asked when did I call and to send a screen shot of my call log. This is horrible and I not only want a reimbursement but an investigation of ethics.

  Business Response

  Date: 09/14/2022

  Good morning,
  
  As we discussed with the client when we spoke with him on the phone, he signed up on 9/6/22 and his 3-day cancellation window would have ended on 9/9/22 at 11:59 pm. We investigated our call logs and emails and we do not have a record of any contact from him prior to 9/12/22. That date was outside of his 3-day cancellation window so as a result, we could not process his cancellation and refund via the 3-day buyer's right to cancel policy. 
  We understand that there may have been a possibility that we were unable to see his calls if they were outside of business hours, and equally, a possibility that perhaps the email that he stated that he sent to us was accidentally sent to an incorrect email. Consequently, we notified him that if he had proof that he had reached out within his 3-day cancellation window either via phone call or by email we would certainly allow his full refund and cancellation. During our conversation, he refused to provide proof of his calls or emails and instead resisted and said we were accusing him of lying. He then accused us of trying to take advantage of him and of being unethical. 
  We are not attempting to take advantage of him in any way, quite the opposite, we are trying to help him with resolving his request while abiding by the agreement that he signed and consented to. At no point did we try to force Timothy to pay $250. We informed him that the early termination fee would be another cancellation option if he was not able to provide proof that he reached out to us within his 3-day cancellation window. We also gave him the option to cancel with a medical note if that applied to him.
  
  
  Regardless of ********* circumstances, as we notified him via email yesterday, we approved his cancellation with no charges as he made it clear that he did not want to continue his training with us and he had not used any of his training sessions yet. He will not be billed further by Compel Fitness moving forward.
  We are still more than happy to issue a refund of his payments if he is able to show that he reached out to us in any way during his 3-day cancellation window prior to 9/9/22 at 11:59 pm.
  
  Sincerely, 

• Initial Complaint

  Date:09/13/2022

  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 signed a 12 month contract in 2021 that ended August 2022. I received a charge this month September 2022. When I called the office no one is there or is working with other clients. No one answers when you call the corporate office and I have not received a response to my email. My account should have been cancelled once my contract ended.
  I should NOT be getting charged after the fact and I should NOT have to jump through all these hoops just to get this issue resolved!!!

  Business Response

  Date: 09/13/2022

  Good evening,

  We have reached out to this client directly to discuss her cancellation and have resolved her inquiry as requested due to her circumstances.

  Sincerely,

  Customer Answer

  Date: 09/13/2022

  [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:08/31/2022

  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.

  In April of 2022, I signed up for a membership Compel Fitness at the ***** *** in Maryland. I was just recovering from major surgery and was cleared by the doctor to begin working out and getting light training from my doctor. The trainer was very professional and motivating. The trainer went over goals and measurements. I thought the person that presented the business to me would be my personal trainer, was just the sales representative. I wish I were forewarned about the personal trainers are not the ones who sell the business. I was not familiar with the personal training process but was eager to begin this new journey of getting myself and my body back on track. I was so excited about the training but did not understand how things add up financially. Due to my work schedule and the loss of hours from work I went into the gym and asked the trainers about potentially freezing my account or cancellation due to the unforeseen financial circumstances that I have been faced with. I came in to see if I can pay the $ 250 cancellation fee so that I can end my contract. I was charged for personal training sessions that I was unable to use. I was told by the staff that unfortunately, I will not be able to because of the unpaid balance. When I spoke to the representatives there at the location, I was told by the staff that there is nothing they can do and that the only way I can cancel the contract is to pay over 850 dollars. I have not used the service of Compel Fitness since May 2022 and have asked the representatives at the location several times to freeze the account until the corporate office has seen or contacted me to fix this issue. I have asked the staff there several times if they heard from corporate in the matter of my issue and have always been told they will let me know. I was told the only way the corporate office will have a discussion with negotiations is if I pay the unpaid balance. As of August 31, 2022, the bill has accrued to 1,295 dollars.

  Business Response

  Date: 09/01/2022

  Good morning,

  We are currently discussing ******** request directly to
  help work out an equitable resolution. It seems that there were some
  misunderstandings regarding his two agreements that we are helping to clarify.
  Due to ******** circumstances we will allow his past due
  balance to be waived, and he will have the option of simply paying his cancellation
  fees outlined in his agreements.

  Sincerely,

• Initial Complaint

  Date:08/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was very excited to join Compel Fitness. While I was listening to the sales pitch I asked a ton of questions. Plan 1 wanted a large down payment. I wasn't prepared for that so Plan VIP 2 was explained. It had no large down payment. $352 was taken out of my checking account. When I called ***** she said we had discussed this. I let it go because I was still wanting to get in shape. I also asked if I had access to the equipment in the gym. She said yes. What she didn't tell me was that in order to participate in Compel I also had to have a separate membership to the gym. This was 2 deceptive sales tactics. I am no longer interested in participating with a company that uses deceptive measures to pull people in. I would like a full refund!

  Business Response

  Date: 08/30/2022

  Hello,

  We have reached out to the client directly to resolve this
  matter after investigating the clients account. Her agreement was thoroughly explained
  on two separate occasions and the client expressed verbal understanding of the
  agreement on both occasions. Our staff has records of notes and conversations
  with the client that corroborate that the agreement is valid. The client
  willingly signed up and provided her consent to pay the specific downpayment total. She was
  told that a gym membership would be required to train with Compel Fitness.

  Our
  staff did not deceive her in any way. We are not able to issue a refund of her payments
  as they are considered valid according to the terms of the agreement. If Karen
  would still like to cancel, then she still has the option to do so through the
  policies listed in her agreement.
  

  Sincerely,

  Customer Answer

  Date: 08/31/2022

  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 sent this email directly to **** last night in response to his email.

   

  
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  Karen Heydinger
  
  
  
  
  
  
  
  Dear ****, 
  
  
  Thank you for your reply. 
  
  
  Of course your sales team told you how clear they were. I'm telling you she wasn't. **** was in no way involved with the sales. I only met with him regarding the menu and measurements.  
  
  
  During the sales pitch a sparate gym membership was not discussed.  I clearly remember that I asked ***** if "with Compel will I have access to all the gym equipment"? She said yes and that was the end of the conversation.  
  
  
  The session I attended, I was expected to start at the same level as everyone else. I asked the class leader if if I had to do 50 burpees. She said yes. She did show me a modified form but it was not taken into consideration that on my paperwork I told both ****** and **** that I had COPD, I'm 61 and havent worked out in 20 years. That was not taken into consideration.  I don't think I should have to take my rescue inhaler in to a workout session.  I knew when I left that I was in trouble when I had to use the inhaler. 
  
  
  I talked to ****** about canceling back when I got Covid. She told me it couldn't be canceled.  
  
  
  I am again asking for a full refund. 
  
  
  Thank you, 
  Karen Heydinger 
  [email protected] 
  937.554.8458 
  
  
  Show quo

  Dear ****, 

   

  Thank you for your reply. 

   

  Of course your sales team told you how clear they were. I'm telling you she wasn't. **** was in no way involved with the sales. I only met with him regarding the menu and measurements.  

   

  During the sales pitch a sparate gym membership was not discussed. I clearly remember that I asked ***** if "with Compel will I have access to all the gym equipment"? She said yes and that was the end of the conversation.  

   

  The session I attended, I was expected to start at the same level as everyone else. I asked the class leader if if I had to do 50 burpees. She said yes. She did show me a modified form but it was not taken into consideration that on my paperwork I told both ****** and **** that I had COPD, I'm 61 and havent worked out in 20 years. That was not taken into consideration. I don't think I should have to take my rescue inhaler in to a workout session. I knew when I left that I was in trouble when I had to use the inhaler. 

   

  I talked to ****** about canceling back when I got Covid. She told me it couldn't be canceled.  

   

  I am again asking for a full refund. 

   

  Thank you, 

  ***** ********* 

  ******************** 
  
  ************ 

   

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• Initial Complaint

  Date:08/12/2022

  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 for compel fitness at the beginning of 2022. When I signed up, I was not told or aware that there was going to be a cancellation fee. So when I went about trying to cancel my plan, that’s when I found out. I had put my account on a freeze, and that in itself was difficult. I had Compel continuously calling me when they kept trying to charge my account, and every time I answered and told them that my account was supposed to be on a freeze no one on the phone was able to help me either. I then was also never emailed my agreement/contract. The workout plan they gave me was terrible as well, and I regret spending my money on this program. I have tried to get into contact with the trainer who signed me up but he was no help. I also know someone else who was in this same situation as me and they were able to have the cancellation fee waived. At the least, I would like my cancellation fee waived, if not a full refund.

  Business Response

  Date: 08/16/2022

  Hello ******,

  Thank you for reaching out to us and bringing your inquiry to our attention. We are sorry to hear of your circumstances and confusion regarding your agreement.

  We have investigated the details of your account notes in addition to discussing your inquiry with our staff. Our Admin team has elected to approve your request to cancel your agreement with no additional cancellation fees.

  We are not able to issue a refund of your payments as they are considered valid according to the agreement, however we can certainly issue a refund of your recent freeze fees due to the difficulty that you experienced in attempting to cancel your agreement. You may expect the refund within 7-10 business days.

  We appreciate your feedback regarding your training and will further investigate the details that led up to your cancellation request in order to ensure that these circumstances do not repeat.

  Have a great week!

  Sincerely,

• Initial Complaint

  Date:08/11/2022

  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 joining my gym I was approached by one of the trainers who would often help me with any questions I had when it came to a workout I was doing. He then recommended we sit down and talk about my fitness goals and see if coaching would be a good fit for me. I explained my interests as well as my concerns financially. I explained that I was a college student in nursing school and that I wanted to try out coaching but I wasn’t sure if it would be something I’d be able to continuously be able to afford. He told me that I could do the 1x month plan which is $55 a month which would include my program (in the next following days), a nutrition plan, check in, and one free training session. When payment came up I was given an iPad that was only zoomed in on the part that I was supposed to sign or initial. Nothing was explained to me about what I was signing and I assumed it was authorization for using my card for payment. After this occurred, I did not receive my program until 2 weeks later which I was told was because their computers were down however, no one reached out to tell me this before I had to reach out. I then decided to look more into compel fitness and saw lots of complaints about a 12 month commitment and a $250 cancellation fee?? None of this was explained to me and I was not emailed or given a physical copy of my “agreement” nor did I know I was signing an agreement. I also emailed about getting a refund and was told they only give refunds within the first 3 days. However, once again nothing was explained and since I had no copy of the agreement there would have been no way for me to know about this policy and be able to get my refund. The trainer explained that because I was not given the agreement via email or physical copy that he may be able to do something about the fee. However, it has been a week and my next payment is approaching and I have yet to hear from anyone despite reaching out through email and phone several times.

  Business Response

  Date: 08/11/2022

  Good afternoon,

  We spoke with ******* directly to learn more about what occurred with her sign up. We have elected to approve her request so her agreement is now fully cancelled and refunded due to her circumstances.

  We appreciate her feedback and will be looking further into the issue with our staff.

  Sincerely,