Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2025

  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.

  Oakway Fiit (Formerly Elements Fitness) has fraudulently charged me multiple times after I cancelled my membership in person. This went on for months despite me frequently showing up to the West 11th location and calling to resolve the issue throughout this time. I then cancelled my debit card to avoid being stolen from any more, and I went to the ********* location to speak to a manager about being refunded for false transactions. To my surprise, the doors were locked and there was a sign on the door reading "Location Permanently Closed".Since closing two of their locations, renaming the gym and consolidating their remaining members to the "Oakway Fiit" location, they have sent a false debt in my name of nearly $400 to collections and have completely avoided my requests to remove it from my credit report. They also seem to have garnered a reputation for doing this to many other former members, according to online reviews, social media groups and forum threads. **** ****** II, the listed CEO of Pacific NW Fitness Ventures Holdings, was part of the Elements Fitness ownership since at least 2021; well before they were sold to the company in which he currently sits as CEO.Elements gave mere days of notice to their members and employees before closing their doors and transferring member accounts to ********************** (including many that tried to cancel) which is on the East side of town about 6 miles from the ********* location that members went to at the time. There are numerous accusations of this company falsely charging former as well as current members and proceeding to send them to collections when they refuse to pay for it, which is a disgusting "business" tactic and needs to be looked into. I am simply seeking the removal of this nonsense from my credit report; but I believe they should be held accountable for money they've stolen from myself and many others as well.

  Business Response

  Date: 02/07/2025

  Hi Mr, *********,

  Just some information to share.  **** ****** was an advisor to the Owner of Elements, ***** Avaylon, who passed away 9-7-2022.

  Oakway FiiT opened 7-1-2023, Elements closed 6-30-2023.

  I have reviewed your charges and I show nothing to be refunded.

  Your card had begun declining in May 2023, prior to Elements closure.

  On 7-9-2023 you were billed a late fee of ***** and May and June monthly dues, which was due to Elements in the amount of ******.

  You disputed these charges with your bank and they credited you back the ***** and the ****** on 9-5-2023.

  However - these dues were owed to Elements from May and June (while they were still open) in 2023.

  ABC rebilled your account on 9-28-23, because those were funds due to Elements prior to their closure.

  Then you disputed that charge and the bank refunded back the *****.

  These funds never went to Oakway FiiT, they were due to Elements.

  I can send you a copy of your billing history if needed.

  Thank you for your time.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22910946
  
  I am rejecting this response because:
  

  Elements records are false, and all of those charges youve referred to occurred after I had confirmation from a manager that my membership was cancelled in early March as well as multiple times since.

  I was then billed for March and April, so I went into the gym to notify them that I was still being billed. The staff apologized, told me it wont happen again, but said they could not process a refund due to their card system so I would need to dispute it with my bank.

  The only time I had charges disputed was after many months of fraudulent charges continued to occur (including the ones youve referenced)  despite being assured my account was cancelled. I was then charged AGAIN in September, forcing me to cancel my debit card all together.

  Elements has a reputation for falsely charging cards; my girlfriends card continued to be charged after she cancelled around the same time I did, it is now on her credit report as well. I attached a few screenshots of other people saying they were also charged falsely in Elements reviews, and this is a small fraction of them.
  

  Youve claimed that these funds were not collected by Oakway Fiit, but Ive again attached a screenshot of my collections notice that is billed on behalf of Oakway Fiit; not Elements.

  Youve also claimed there is nothing to be refunded, but if you refer to the desired resolution attached to this complaint you will see I am simply seeking for Oakway Fiit to remove this collections claim from my credit report.
  

  The balance of the collections claim in its entirety including the late fees were never rightfully owed because I was no longer a member when they attempted to collect those payments. This balance exists due to a billing error made my Elements, and this needs to be removed from my credit report to prevent further negative effect on my credit score.

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

  Business Response

  Date: 02/14/2025

  ****** - 

  Please send over your receipt from the manager of cancellation in March 2023 so I can remove you from collections.  I am sorry that the manager did not process this for you, but I can only go off of the records I have.  Anything prior to 7-1-2023, when Oakway FiiT was bought by new owners, I have limited access too.

  Please send proof of cancellation so I can correct this for you.

  ****

• Initial Complaint

  Date:11/18/2024

  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.

  False advertising- the gym claims towel service is provided with the higher priced membership but tonight I arrived and could not go to the swim class because they had no towels and said they would not have any for days. They did not update their website or social media accounts regarding this. The name Oakway Fiit is not coming up on the secretary of state's business name search. I want to speak to the owner of the Club not the manager.

  Business Response

  Date: 11/19/2024

  Thank you for the report.  We will have Cintas deliver some today.  Sorry for the delay.

  They are delivered every Wednesday; I will let the club manager know that if they run out early, they need to call Cintas to have more delivered.

   

  **** ******

• Initial Complaint

  Date:08/27/2024

  Type:Product 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 former gym, Element Fitness closed on 6/28/23. They were to cancel my membership upon their closure because Oakway fit did not offer water volleyball, which was a service offered at Elements. In May of 2023, Oakway Fit began charging me monthly dues. Ive contacted Oakway Fit countless times and spoke with their General Manager, *****. ***** informed instead of canceling the membership, they had waived membership dues for 6 months. ***** explained he would be unable to correct the issue and referred me to the owners email. Ive sent emails and I have not received any response and the charges have continued. Oakway Fit has said theyve heard the email is no longer working but they have said they do not have any current contact information for the owner. Ive sent a letter to ABC Fitness Solutions, the billing company for Oakway Fit, however they too have not responded to my letter except continue to send bills.

  Business Response

  Date: 08/29/2024

  Hello - 

  I am showing your agreement was cancelled by ABC billing, and that you disputed the charges with your bank for May and June and have already been credited those back.  You had a charge on 4-30-24, and prior to that your last charge was 5-30-23.  So it appears a full year of dues credit, not six months.

  When Elements closed, they transferred the memberships over to the new Owners at Oakway FiiT.  In the Elements agreement, there is a transfer clause about transferring members to other locations in a 5 mile radius of any Elements location.

   

  Please let me know if you have any other questions.

  ****

   

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22170663
  
  I am rejecting this response because: I need clarification. 

  I understand the account is canceled but is there a balance due?
  
  Sincerely,
  
  ******************

  Business Response

  Date: 09/06/2024

  Nothing is due - you are all cancelled and will not be billed further.  So sorry for all the confusion.  ****

  Customer Answer

  Date: 09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  After many years as members at Oakway Fiit, we cancelled our membership at the end of May 2024. Upon noticing a credit card charge on June 20th I reached out to the company on July 3rd and was told only one of our accounts was cancelled and gave me an email address to try to get a refund. They also cancelled the second account. On July 17th I sent a second email, on ****** 20th I noticed two more charges to my credit card for dues and immediately called the business. I was told that both accounts were cancelled as of July 2nd and then the July and ****** charge was in error. I was given a new email address. On ****** 20th I forwarded previous emails and further explained what I was requesting and why (3 due's refunds $24.15 x 3 = $72.45). After no response I emailed again on ****** 23rd requesting some response to know that this was being looked into at the least. I received an email today stating I would get one of the dues fees refunded for ******. I again responded and noted the accounts were cancelled July 2nd so therefore I should get 2 dues refunds and due to the error, I would like the third month refunded since we technically cancelled the accounts end of May. No response.

  Business Response

  Date: 08/27/2024

  Hi Ms. ***** - 

  I reviewed your account - ********* and it shows you cancelled 7-2-24.  All cancellations require a 30-day notice, so you should not have been charged ***** on 8-20-24. I have requested that refund and ensured you will not be charged again.  I do not have any other accounts under your name.  So at this time the ****** charge is the only item eligible for refund.

  Please let me know if you need anything else.

   

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22199626
  
  I am rejecting this response because: my husband cancelled both accounts (****** and ****** *****) at the end of May, it was an error on your end that only one account was actually cancelled. If 30 days is required, then I should be refunded for July and August. Additionally, I would like my credit card removed from your system.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/05/2024

  ****** -

  Daniel's last charge was 5-20-24.  Either he was not charged, or he has been refunded 6-20, 7-20, 8-20 (no charges show), please check your account for any credits.

  Your membership and his are two separate memberships, that is why there are two separate charges on your bank statements.

  Your membership cancellation was signed 7-2-24.  I have attached.  Your last charge was 7-20-24.  Your 8-20-24 payment was already reversed by our member service department.

   

  Please let us know if you have further questions.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22199626
  
  I am rejecting this response because:
  I have been trying to resolve this issue for over 2 months. I have explained multiple times that my husband cancelled BOTH memberships (which I was told over the phone this would be acceptable and not an issue) at the end of May. Seeing as how I've been reaching out trying to resolve this, I would think you would consider that maybe your staff made a mistake and only cancelled one membership and concede to refunding an additional $25. To say I'm disappointed and that your handling of this situation is short sighted is an understatement. I will be happy to drop this as is because I don't want to waste any more time. It's unfortunate it took me reaching out to BBB to get you to respond and act regarding this simple matter. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/25/2024

  I am processing an additional refund for 7-20 and 6-20 charges.

   

  **** ******

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023 I walked in to Oakway Fiit to cancel my membership. The gentleman behind the counter assured me he had cancelled my membership. I asked if I needed to sign anything or needed paperwork and he answered no. He was observably stressed and said the gym was going through some changes. I just learned that Oakway Fiit has continued to auto draw/debit monthly fees. This was confirmed through my bank.The employee assured me I didn't need to sign anything in December 2023 and the Mgr said there was no signature or proof I had cancelled in December 2023 How can I provide proof when the employee confirmed a signature wasn't required and I didn't need paperwork. I have emailed the ***************** the Mgr and owner *************** II today asking to resolve. If I receive a generic response I will take to the business to court

  Business Response

  Date: 08/20/2024

  ************ - 

  I have reviewed your account.  There is a cancellation form on file dated 8-9-2024.  I see you made an in-club (in person) payment on 12-9-23 for *****, but no cancellation.  If you can send me some proof of prior cancellation, I will be more than happy to process a refund.  I have made sure you will not be charged again and your membership has been cancelled - proof of your cancellation was emailed to you at *********************** on 8-9-24, if it is not in your in box please check your spam folder.  Please send over proof of cancellation so that we can resolve this.  Thank you.

  Member service email is **************.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22167183
  
  I am rejecting this response because:
  

  That's correct, ***************** confirmed to me that he cancelled my membership and I did not require a signature or paperwork. Of note, Les can be subpoenaed and I don't think he should lie on " The Stand." 
  

  please refer to the "Check In History Invoice" you will clearly see 4 dates, 9/19/21 when ************************* (no longer an employee) established my membership 10/10/21 at 1:07 pm, 10/17/21 at 1:21 pm and finally when I cancelled my membership in December 12/9/23 at 11:35 am. There was not a visit thereafter. I have the invoice and debits starting from 10/26/21 ***** through 8/2/24 for ***** . I will be visiting my bank again to consult with the manager and go over the numbers to come up with what you owe me.

  There is a pattern of Corporate behavior with your cancellation process. When I consider the amount of geriatric members you have and the fixed income they're on I don't know how you lie your head on the pillow at night. I don't suppose you would want someone to take advantage of your mother or grandmother.. would you?
  Sincerely,
  
  ***************

  Business Response

  Date: 09/03/2024

  Thank you for your response.

  I am more than happy to send you a copy of your membership agreement with the cancellation requirements (see attached document), and a copy of your paid invoices through our billing system and the payments made in-club. Membership status is not based on club usage.

  Please let me know if you have additional questions.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22167183
  
  I am rejecting this response because:
  
  You are not cooperating. You are merely providing an attachment of my agreement (which states I must email my request to cancel membership).

   

  this conflicts and contradicts what you have told other customers,  that members can walk in and cancel your membership. 
  

  I have calculated ****** of what is owed to me . This is approximate. I have both the club and bank statements. Moreover I have other clients that have endured the same cancellation experience willing to come forward

  If the repayment cannot be resolved, my next choice is the courtroom

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

• Initial Complaint

  Date:07/25/2024

  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.

  At the beginning of the year I was told by an employee my account was closed after I requested it be closed was told Im all good. A few months later I get a call about missed payments for months I was not in the gym and believed my membership to be canceled. I have been trying to contact corporate they initially didnt read my email and gave a generic reply. Then then email became undeliverable when I tried to explain the issue is not resolved I have been in contact with the manager for 6 months now and he apparently cant get ahold of his boss and each email I get from him now doesnt work. They have sent my account to collections and it will affect my credit score Im still trying to get it resolved and have gotten zero help from corporate as far as Im concerned! And just empty promises from management! Im tired of being hounded by debt collectors for an account that as far as Im concerned constitutes fraud!

  Business Response

  Date: 07/25/2024

  ********************,

  The corporate email has been tested, and is working after your complaint earlier this month.  The details on file, is that you brought your account current in January, but have not paid anything since.  There is no cancellation or notes for cancellation on file.  ****** Collections is attempting to collect past due amount from February until your account was written off after 120 days of non-payment.

  We are more than happy to get you out of collections, please scan over your copy of your cancellation and we can get this resolved.  Thank you.

• Initial Complaint

  Date:05/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Oakway FiiT regarding their refusal to cancel my membership despite repeated requests.Last year, I requested to suspend my membership until I could resume attending the fitness club due to the need to care for my 85-year-old mother, who underwent surgery and required my assistance in *********, **. I explained this situation to Oakway FiiT, outlining the necessity for me to be out of town for an extended period.At the beginning of this year, I contacted the office to inform them that I would not be able to attend and requested that they cancel my membership. I received verbal confirmation of this request. However, in February, I received a bill for ******* and February, despite not utilizing the facilities during this time. Upon my return to town, I visited the office again, reiterating that I had previously informed them of my situation. I was assured that the information would be relayed to the manager, who would contact me. Unfortunately, no such call was received.In March, I revisited the office and once again requested the cancellation of my membership. Despite these efforts, I continue to receive bills.Furthermore, I recently sent a written request to Oakway FiiT management, detailing the ongoing issue, but my email was ignored.This persistent refusal to honor my cancellation requests and the disregard for my written communication is unacceptable. I urge Oakway FiiT to promptly cancel my membership and cease billing me for services I have not used.Thank you for your attention to this matter.

  Business Response

  Date: 05/15/2024

  Ms. ********,

  Thank you for reaching out.  I spoke with ***** and ***** at Oakway FiiT Monday, so I am familiar with this.  Here is the information we have.

  You placed your account on freeze for six months and we have that document on your file that you signed (I have attached).  The next payments we received from you were 10-2023, and 11-2023 payments.  We have not received any payments from you since 11-20-2023.  Since the account went delinquent as of 12-20-2023, we cannot cancel memberships that are past due, until the account is brought current.  Once the account is current, there are two options to cancel.  The first is to come into the club and sign the cancellation form (just like you did with the freeze form).  The second is you mail a certified letter to the club or corporate office stating you wish to cancel.  There is a 30-day notice requirement on all cancellations, as specified in your agreement as well.

  Those are the two ways specified in your agreement, which I have attached to this response.

  If you have any additional questions, please feel free to respond.

  ********************* - VP Operations

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21711069
  
  I am rejecting this response because:

  Dear ****************,
  
  Thank you for your prompt response. I appreciate providing the information regarding my membership status. 
  
  However, I must express my frustration regarding the procedures for membership cancellation. While I recall signing electronically, what I was informed was a membership cancellation form, I was never offered nor given printed copies of any documents, including the membership agreement and freeze form until now. I was told to sign, to my knowledge, a cancellation form. The signature was taken from a payment terminal. I was not given an opportunity to review the document prior to signing. Despite my requests, I have been consistently informed by your staff that there is no technical capability to print or email these forms.Consequently, I find myself in a position where I lack tangible proof of the agreements I have supposedly entered into. The inability to obtain printed documentation has left me reliant only on verbal communication with your personnel making it challenging to determine the proper procedures for suspending or canceling my membership. 
  
  Also, attempts to reach the manager have been proven unsuccessful, adding to my frustration especially in the personal context of needing the membership to be canceled due to taking care of my mother. I am wondering why I was not informed of the proper cancellation procedures when I initially inquired about them and then further,tirelessly requested for my membership to be canceled. 
  
  Thank you for your attention to this matter. I look forward to your prompt assistance in resolving these issues.
  
  Sincerely,
  
  Lolita Kutateli

   

  Business Response

  Date: 05/25/2024

  Oakway FiiT is formally disputing the complaint.  I attached the members signed documents, she chose not to follow the agreement she signed and then claimed Oakway FiiT took money in January and February of 2024 in which we did not.  Last payment received from member was 11-20-23 and she has not provided documentation that she was charged.  She clearly knew the cancellation procedure as she had completed the exact same process required when she completed her membership be frozen.

  Please reach out if you need more proof that the member in fact owes the past due amount, along with proper cancellation of her original agreement.

  Thank you.

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

  VP of Operations - Controller

• Initial Complaint

  Date:03/30/2024

  Type:Customer Service 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.

  Requested repeatedly to talk to someone to help me, and no one would return my call. I went in person, left my name and number, no return call. I was charged $312 over 3 months. Everytime I went in, my memerbship card said I was an "expired trial." I was charged without them ever activating my account apparently. I would like a refund as I was charged without services ever provided.Attached are the charges and the page showing I was never activated.

  Business Response

  Date: 04/01/2024

  I am researching the billing - I have to locate the billing account, is this an EFT draft or on a debit card.  Please advise so I can stop the charges.

  Customer Answer

  Date: 04/01/2024

  The account was under a debit card. 

  Business Response

  Date: 04/10/2024

  Hello,

  I proceeded to research these charges.  The charges are not associated with ************************* (his name is not on the account, or debit card on the account that is being charged).  The person being charged is - ********************************** on her **** ending in 0630.

  I sent an email to *************************, (I have attached my email) on 4-1-24 detailing the name on the account being charged and who ***** was being billed for.  ***** is not being charged for Kyt, the card is being charged by a member named *************************, and *****'s signature is on file authorizing the charges.  To-date, he, nor ***** have responded.  I am waiting for them to respond to my email to confirm or request further research.

  Please advise - ********************* VP Operations, Oakway FiiT

   

  Customer Answer

  Date: 04/23/2024

  They still have not resolved the issue.  ********************* still conties to have confusion over the situation. 

  The situation:

  We were charged for STANDARD COUPLE membership. The profile was apparently set up wrong in the system, meaning only my partner had access, only him, on his own. We were being charged for both of us to have access, but my card did not allow me access.

  Therefore, we were being charged for a COUPLE membership, but only my partner could access.  That is fraudulent in that they were charging us for a service they were not providing.  I've explained this multiple times to ********************* and yet she still continues to not understand the problem.

  They charged us for a JOINT membership but only delivered a SINGLE membership, so I was paying for a gym membership that I could not access or use.

  Business Response

  Date: 04/24/2024

  I have sent an email to ***** in regards to the complaint - as the nature of the complaint has changed from not having a membership, to having a couple's membership that a profile was not created for *****, only for ********

  Hi ***** - 
  
  
  I got another response from the BBB.
  
  
  I am not clear on why your account was not linked to ********'s.
  
  
  I will get that done and then I can do a dues credit on the account for $70 (both March and April charges for your memberships, since ******** has had access and is using the club - since agreement was purchased in February).
  
  
  I will get your membership properly created, and I will address the club in regards to why this was not handled correctly.  Thank you for being a member.
  
  
  *********************
  VP Operations - Controller
  Pacific NW Fitness Ventures Holding LLC.
  FiiT & Crunch Fitness 
  **********************************************

  Customer Answer

  Date: 05/25/2024

  They CONTINUE TO CHARGE MY ACCOUNT!!  They refuse to stop!  I have requested multiple stop payments but because they are processing via ACH, my bank says they can't even stop it.  I am out of state, so it's impossible for me to even switch accounts!  This is ridiculous that they continue to charge my account after repeated attempts to stop this!

  Business Response

  Date: 05/29/2024

  **********************,

  I literally just got off the phone with ***** at Oakway FiiT.  Your membership is intact, you were not charged for either membership in April, and I just refunded the $98 annual fee.  ***** also told me that you wanted to cancel your couple membership and enroll on a single Premier Membership.  I walked him through how to do that and put notes in your account.

  The messages being sent to the BBB, do not reflect your communication with the club.  Please advise on how you want to proceed here.

  ********************;

  VP Operations

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

  GM Oakway FiiT

• Initial Complaint

  Date:09/09/2023

  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.

  In June of 2023 Elements Health Club closed their doors with no notice to its customers, after finding out on social media that our only options were to cancel or transfer to the gym on Oakway which at the time was an Elements gym that has since changed their name we went in, in person and canceled per their requirements. Since that day in June they have continued to charge us gym membership fees, we went back in to the now Oakway Fitness again and confirmed our cancelation I'd like to say I'm surprised but now here is August and yet another charge has been fraudulently been charged to my card. I want the billing to stop immediately and a full refund.

  Business Response

  Date: 09/29/2023

  Oakway Health Center, LLC is a corporation that owns an online nutritional store and is in not affiliated with Oakway Fitness Center or Elements Health Club, which seems to be the center of this complaint.  Please remove our name from this complaint.  Our website is oakwaynaturals.com if you would like to verify our business and ********** BIN is 1623030-2 which shows it is registered as an online nutritional store.  Our location is inside our chiropractic clinic, *************, located at ************************************* which is completely different than the health club located on Oakway Road.  

  Customer Answer

  Date: 09/29/2023

  Oakway Fitt Health Club

  (Formerly Elements)

  170 Oakway Rd

  ****** ** 97401

  Business Response

  Date: 10/26/2023

  Hello, 

  We are sorry for the confusion.  Elements Health Clubs closed permanently on 6-30-23, due to the sole Owner passing away (his heirs have declined to operate the business).  The Elements Oakway, was bought by Pacific NW Fitness Ventures Holding LLC., and rebranded as the new Oakway FiiT.  ******************** also owns and operates the Crunch Fitness locations in ****** and Washington.

  Elements had their membership base transferred over to Oakway FiiT so that members would still be able to continue their fitness journey.  If members wished not to attend Oakway FiiT, they needed to contact the member services email on ********* the Elements website or the letter sent out to the members, explaining the transfer.  Cancellations were processed with a 30 day notice as written in the membership agreements.  Members needed to give a 30 day notice in order to not receive further charges.  If members cancelled within that 30 day window they would be billed one more month, but would maintain their membership until all billing stopped and cancellation was final.

  Please let us know if you have further questions, or would like a copy of your membership agreement.