Complaints

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

close

Find a Location

Physiq Fitness has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Physiq Fitness

  4825 Commercial St SE Ste 150 Salem, OR 97302

• 

  Physiq Fitness

  1177 Waverly Dr SE Albany, OR 97322-6942

• 

  Physiq Fitness

  420 Mill St SE Salem, OR 97301

• 

  Physiq Fitness

  4825 Commercial St SE Salem, OR 97302-2177

• 

  Physiq Fitness

  3850 River Rd N Keizer, OR 97303-4866

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:08/22/2023

  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 have been a member of Physiq Fitness (So Salem) since Jan 2014. I started with the $10 basic membership, auto withdrawal monthly payments. I upgraded to the premium membership&still monthly payments. I often receive emails from Physiq, but recently found they do not answer questions in email whether using their email or contact on the app. I was shocked when my payment was raised from $20 to $25 without any notification. No notification in email, app message or posted in the lobby. First I thought it was a mistake. I called Physiq for days but their voice mail box was full. After repeated calls a gal answered. When I asked her about my payment changing she said I have always been paying $25 monthly. Asked if she was reading my payment ************* said YES. I told her I was too. At that point it was strike 2 with deceitful info so I told her I wanted to cancel my membership. She said I HAD TO COME INTO THE *** to cancel. Yet my contract says I can terminate IN WRITING but they will not answer emails. I came into the gym & when I told the guy at the counter I wanted to cancel my membership he began typing lots of "unknown" as it took a long time. Then he indicated I had to sign this small "pin pad" that has only a signature line. I said I can't see what I am signing for. He is the only one that can see his monitor & would not print me a copy or show me. Strike 3! They modified my contract without any prior notice of a membership rate change. I cannot think of anyone I do business with that does not give you the courtesy or operate ethically with regards to any modifications to a business contract. We all know the utility companies, cable, cellular carriers, banks, housecleaning & yard services do email or mail (written notice) of rate of fee changes. I find it rather disturbing this gym will not reply to an email even if you are a new member or have been a member for 9+ years. It is unethical a business would bill you after you have terminated a membership.

  Business Response

  Date: 08/23/2023

  I greatly appreciate your effort in bringing this concern to our attention. We sincerely value every aspect of your experience with us, and as a dedicated long-time member of Physiq, we deeply regret the recent experience you've had. Allow me to address each of your concerns individually, starting from the beginning.
  
  Regarding the price increase, please accept our apologies for any confusion. In early March, a communication was sent out to all Physiq members with a valid email address on file, including the email associated with your account. If you could kindly confirm the email address we should have on record for you, we will ensure it aligns with the one you initially provided. Below, I've included the content of the letter for your reference. This letter detailed the necessity of adjusting our rates due to increased operational costs. The specific details can be found in the letter, and it's important to note that this is the first rate increase in the 15 years of our business.
  
  Furthermore, it's worth mentioning that within your membership agreement, there is a provision that permits Physiq to adjust rates under certain circumstances. This rate increase, as stipulated, is a rare occurrence and the first of its kind in our long history.
  
  Addressing your concern about email responsiveness, I apologize for any lapses you encountered. To resolve this promptly, could you kindly provide us with the email address you were using to contact us, along with the dates of your communication attempts and the email address you were sending commutation to? Our email system is closely monitored, and I am committed to ensuring that any issues with email correspondence are rectified immediately.
  
  Lastly, I am truly sorry for any misunderstanding regarding cancellations. While I acknowledge that there may have been a miscommunication with our staff, please be informed that our cancellation procedure is designed to be accessible. Members can request cancellation by logging into our online member portal on our website, sending us an email, submitting a written request, or coming in person to our facility. If cancellation is done in person, we require a signature to verify the request and ensure clarity on the process.
  
  Once again, I extend my sincere apologies for the frustration you've experienced. We are genuinely interested in regaining your trust and business. Please let us know how we can go about accomplishing this. Your satisfaction remains our top priority.
  

  Here is the letter sent to all members. 

  "We want to take a moment to thank you for being a loyal and dedicated member of Physiq Fitness. Myself and the entire Physiq team thank you for choosing us to be part of your health and fitness journey.  It means more to us than you will ever know.  We are on a mission to change peoples lives through fitness.  It is truly our passion, and we believe that fitness is essential to our physical, mental, and social well-being.  Studies prove the importance of fitness in maintaining both physical and mental health, as well as boosting our immune system.  The bottom line is, Fitness Matters!
  
  
  As a small business founded and operated right here in the Willamette Valley, we have always worked to ensure a safe and clean environment for our staff, our members, and our guests.  We strive each day to provide the best possible member experience at all times. As such, Physiq has always been known as a company that reinvests in its current locations in an effort to offer the best and cleanest health and fitness options around.
  
  
  As most of you are already aware, substantial upgrades have been made to each of our locations and will continue through February 2023. These upgrades include larger free weights sections, new equipment and so much more. A full list of upgrades by location is listed at the end of this email.  Additionally, throughout 2023 we will be updating more lighting,  adding additional equipment, repainting several areas, and updating upholstery and amenities throughout the gyms. All in an effort to ensure you have the best possible member experience and value.  As part of this, we have partnered with ************* and Columbia Sportswear to provide each of our member's access to their employee stores multiple times throughout the year. Additional discounts include exclusive savings from ************ for all Physiq members. We believe that these upgrades will help make your fitness experience the absolute best possible. 
  
  
  Each year we make a careful analysis of the current and anticipated cost of operations. As the cost of living and employee wage continues to increase in ****** so does the cost to run our clubs and sadly, we are still facing the financial effects of COVID-19. Due to this, we are writing to notify you of a small, but necessary dues increase of $5 a month (or just 16 cents per day) on most of our membership categories.  We truly believe that you will agree that with all the member experience upgrades we have done, it is worth this small change. Additionally, we are also committed to ensuring that we continue to improve our employee experience as well. While this increase is less than most single cups of coffee, it will allow us to continue to operate our clubs at the highest standard while also helping the Physiq front-end employee experience. We believe that it is important to give back and invest in our staff and as part of this, we will be helping each of our front desk staff and kids club crews by increasing all of their wages and setting up the ability for the to earn even higher wages throughout their tenure with Physiq. 
  
  
  For all members, these increases will begin on April 1st, 2023, and start on your next normal billing cycle.  Our goal is to give each of you adequate time to plan accordingly, ask questions, and make thoughtful and informed decisions.  Since opening our first location in 2010, we have NEVER increased member dues at any Physiq location and we have worked hard to minimize this price increase to the least possible amount while still achieving our desired goals in areas of quality,  service, comfort, safety, convenience, and industry-leading programming with highly qualified and experienced staff. 
  
  
  
  
  Were sure youll agree that Physiq is still an incredible and unmatched value, and we appreciate your understanding and support.  We look forward to a Fantastic Year as we work hard to help YOU improve your life through fitness, and strive to make Physiq Fitness the Best Fitness Experience in ******!  
  
  
  For any questions or concerns, regarding this email, please email ***************************** 
  
  
  Yours in Fitness,
  
  *********************************
  
  
  
  
  Recent upgrades by club. 

  
  Albany 
  Newly remodeled expanded free weight area
  Additional dumbbells 
  Additional Olympic bench presses
  Additional free-weight benches 
  Glute thrust (coming march 2023)
  Hack squat (coming march 2023)
  2 additional squat racks 
  5 new deadlift platforms 
  New bumper plates 
  Additional mirrors
  New paints
  Additional lighting 
  New hydromassage lounge (coming end of March 2023) 
  
  
  ****** 
  New lighting 
  All new free weights including
  7 free weight benches
  Additional dumbbells 
  4 new Olympic bench presses 
  New preacher curl 
  New dumbbell rack 
  2 new squat racks 
  4 new deadlift platforms 
  New urethane weight plates
  New bumper plats 
  11 new plate-loaded equipment 
  Glute thrust (coming march 2023)
  Chest press
  Incline press
  Shoulder press
  T-row
  Pull down 
  Started row
  Curl 
  Standing calf raise 
  Deadlift 
  Horizontal leg press
  South Salem 
  New lighting 
  5 new free-weight benches 
  All new dumbbells 
  All new weight plates 
  All new bumper plates 
  4 additional squat racks with built-in platforms 
  Larger free-weight areas with new floors
  New mirrors
  12-piece hammer strength 
  Chest press
  Incline press
  Super incline press
  Decline press 
  Shoulder press
  Lateral raise
  Wide pulldown 
  High row
  Seated row
  Super squat 
  Belt Squat 
  New hack squat 
  New floors in the bathrooms and lobby (coming March-April 2023)
  Downtown 
  New mezzanine (2021)
  New key card access
  New deadlift/shrug plate loaded 
  New  plate loaded incline press 
  90 Degree-free bench
  
  

  Customer Answer

  Date: 08/23/2023

  Physiq Fitness is saying they sent an email to all members early March regarding an upcoming rate change. My email address has not changed. I would like them to show electronic proof WITH the DELIVERY DATE that the email they sent was in fact sent to *********************** 

  I also would like to know the "subject title" of this email. 

  Business Response

  Date: 08/24/2023

  I hope this message finds you well. First and foremost, I would like to express my sincere appreciation for taking the time to voice your concerns regarding our previous communication. Your feedback is incredibly valuable to us, and I want to assure you that your satisfaction remains our top priority.
  
  Upon receiving your message, I personally reviewed the situation to ensure a thorough understanding of the matter at hand. Attached to this email, you will find a PDF containing relevant correspondence. In an effort to focus on what truly matters, I've taken the liberty to omit any non-essential information.
  
  Within the attached PDF, you will find a highlighted section indicating the email's intended recipient and the exact content that was transmitted. While our systems unfortunately don't facilitate the storage of entire PDF copies, I have thoughtfully captured a screenshot encompassing the pertinent details, including your information and the section pertaining to the price adjustment.
  
  I acknowledge that emails can sometimes find their way into spam or junk folders, influenced by your individual email settings. It's important to note that this is a realm over which only you have direct control. However, according to our system records, the email was indeed dispatched on 3/7 at 2:47pm, ensuring that an attempt to communicate the information was made from our end.
  
  I genuinely understand how such situations can cause confusion and frustration, and I deeply regret any inconvenience you may have experienced. We value your membership and the relationship we've built over time and we are genuinely eager to continue serving you in the best possible way.
  
  Please know that our intention is not only to address this concern but also to extend a heartfelt invitation for you to return as a valued member.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out as your satisfaction is paramount, and I am committed to ensuring that your experience with us is nothing less than exceptional.
  
  Thank you once again for your candid feedback. We genuinely look forward to the opportunity to serve you anew and demonstrate our dedication to your satisfaction.

   

  Customer Answer

  Date: 08/27/2023

   
  Complaint: 20509578
  
  I am rejecting this response because I have not received communications in several instances. It took many weeks to even figure out I could not cancel in writing. I did not even receive an email reply even when the person said ****** Services would contact me. I did not have an opportunity early on to review your new membership rates and make a business decision. I monitor all my email folders including spam. Even when I called to ask about the rates she told me I have always paid $25 each month. How can I trust a business that is not truthful and does not reply to emails. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/27/2023

  Physiq never sent me the actual email that shows delivery date, time and to what email address. They keep saying they emailed me but I have never seen the actual email to me. Believe me, they send me emails all the time that are I am guessing is automatic delivery from every time I visit the gym, Also, when I tried to use the Physiq app to contact them it was forwarded and I was told on May 1, *************************** They never did. I feel like they are "dogging" me with this particular communication, I have attached 2 other documents I just sent Physiq in the complaint, as I am not sure what all you have access to. 

  Let me know if there is further information I can give you to support this complaint. 

  Kind regards,

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

   

  Business Response

  Date: 08/29/2023

  ******,
  
  Thank you for your continued correspondence and for sharing your concerns regarding our communication and interaction. I want to assure you that your feedback is of the utmost importance to us, and we are committed to addressing the issues you've raised in a comprehensive and respectful manner.
  
  Having carefully reviewed the information you provided, I understand your frustration regarding the email communication and the lack of clarity surrounding it. I would like to clarify some points to ensure that we are on the same page.
  
  The email attachment you shared appears to pertain to correspondence with *** Fitness, which is a separate gym software entity unrelated to our services. I apologize for any confusion caused by this but as  such it is not relevant to our direct communication with you regarding your membership as they are not our company. 
  
  Additionally, I recognize that the screenshots you attached displayed emails from our rewards system, which is a distinct feature intended for point accrual and does not encompass the communication channel we utilize for membership-related matters.
  
  I want to reiterate that I did provide screenshots from our email software that confirm the date, time, sender, and recipient of the email in question. This was meant to offer the verification you requested, showcasing that the communication regarding your membership alteration was indeed transmitted.
  
  Regarding the cancellation policy, I apologize if there was any confusion regarding its accessibility and acknowledgment. The terms are outlined in your membership agreement, available on our official website, and sent to you via email upon registration. We strive to ensure transparency and convenience in our cancellation process, offering multiple avenues to facilitate the procedure.
  
  ******, I genuinely regret that our efforts so far have not been able to fully meet your expectations or resolve the concerns to your satisfaction. It is our intention to ensure that every member has a positive and seamless experience, and I am sorry that we seem to have fallen short in this instance.
  
  Please understand that our goal is not only to address your concerns but also to find a resolution that is fair and satisfactory for you. I am open to any additional information you might be able to provide that could assist us in better understanding your perspective and finding a way forward.
  
  We truly value your relationship with us and are committed to making things right. Your well-being and fitness journey remain important to us, and we sincerely wish you success and contentment in your endeavors.
  
  Should you wish to share further details or discuss this matter in greater depth, please don't hesitate to contact me directly. Your insights and concerns are invaluable to us, and I am dedicated to ensuring they are appropriately addressed.
  
  Thank you for your understanding, and I look forward to the possibility of finding a resolution that aligns with your expectations.
  
  Warm regards
  
  

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair 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 Aug 2022, I signed up for a monthly gym membership. In December, some medical issues prevented the use of a gym. I called to ask about canceling my membership or pausing it until I couldnt return/use the gym. I was told I could not cancel unless I went to the gym; when I explained it was not an option, I could not go to the gym. (If you can't walk, you can't cancel) I was told they could pause the membership. I received a call a week ago from the manager; I explained I had tried to cancel and explained the situation of being unable to use the facility, and the gym staff said I could not cancel unless I went into the facility, which was impossible. He said the gym had different management, things were a mess, and to send him an email explaining I couldnt use the gym for medical reasons and request it be canceled. I sent the email. I received a response from the manager asking me to send him messages between myself and my doctor or for my dr to write him a letter explaining my medical issues. The contract I signed does not state I must provide a drs note or any documentation (I have it, but I dont think the gym manager needs to poke his nose in my medical records) The membership was month to month, not a long-term contract; the contract I signed says under 1.4 Adjustments, unavailability, death, disability clause. If the facility is no longer fully operational, and a similar facility operated by Physiq is not located within a 10-mile radius of the facility, or if the member is unable to make use of the facilities or services because of death or disability, fees will be prorated as of the date of unavailability death or disability and physiq, will refund unused fees and terminate this agreement. The contract does not state I must provide the manager with medical documentation, messages between myself and the dr, or hospital bills/letters to cancel a monthly membership. Being told you can't cancel unless you come in is ridiculous when you can't walk.

  Business Response

  Date: 08/14/2023

  Hi ********

  I am sorry to hear this process has been so frustrating. I see the membership was cancelled as of August 2nd. A payment came out after when it should have not. A refund was set up for $44.99 on August 10th. That refund takes 3 to 5 business' days so it should be back on your card this week. I agree with you that you do not need to show medical records for a cancellation of a membership. I believe our assistant manager was confused about a member having a doctor note to cancel personal training. I will use this situation to better train that team member. Was the refund you had asked about in this report the $44.99? Thank you for any additional information and once again I am sorry for your experience. 

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

  Operations Manager

  Physiq Fitness

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20410433
  
  I am rejecting this response because:
  My membership was not canceled in January as requested because of a disability preventing me from utilizing the facility, but instead, I was forced to continue paying because of my inability to go into the facility to cancel the membership; I feel the payments should be refunded back to the January date when I first contacted the gym and notified them of the condition that was preventing me from utilizing the facility and requested the cancellation until I could use the facility. No one should be forced to pay for a gym membership because they can not physically walk into the facility to cancel. It took almost two weeks of being harassed for medical documents (7/20 - 8/2) before I had no choice but to file a complaint with the BBB. It should not take a complaint to the BBB for membership to finally be canceled. 

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

  Business Response

  Date: 08/15/2023

  Hi ********

  Looking at the notes you talked with a team member in the club on the 30th of January. After that point a freeze of 90 days was put in for February, March, and April. A draft came out for *** and June dues . I set those drafts up to refund today. *** is who had been in communication with you before and had set up the other refund for you. The membership remains cancelled as I had said before. *** had taken care of that before we received this complaint through the BBB. Again we are sorry for the frustration caused and I have used the situation to educate our assistant club manager.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  Date:07/04/2023

  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.

  In April of 2023 I signed up for a gym membership that was set at $25 a month with no enrollment fee. Later in July of 2023 I got a charge for $75 dollars with no warning. I believe that others are being charged fraudulently as this is not the first time this has happened to me.

  Business Response

  Date: 07/19/2023

  Hi ******

  Once a year each member has a annual facility fee. This is money used to repair the club, equipment, or buy new equipment. In that one month of year you have the annual facility fee of $49.99 and your normal dues of $24.99 for a total of $74.98. It looks like you signed up online so maybe you missed that part. I will set up the refund and cancel your membership. You should have the $74.98 back in 3 to 5 business' days. We are sorry for the frustration this has caused you but know that every member that Physiq Fitness has a annual facility fee each year.

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

  Operations Manager

  Physiq Fitness

  Customer Answer

  Date: 07/21/2023

   
  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:06/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that I was signing my wife *************************** up for a 3 month contract for a physical trainer for *****. I ended up paying 34 payments of 160 dollars totaling ***** dollars. They claim that their contracts are auto renewing. They NEVER said anything of the sort when I signed up. I want ***** back that they stole from my credit card.

  Business Response

  Date: 06/16/2023

  For your records, I have included copies of ********* training agreement and emails to the client. As you will see, ******* signed her agreement on 2/24/22, agreeing to 4 sessions per month at a bi-weekly billing schedule of $160.00 for 6 months (not 3), totaling $2,080.00. After the agreed term, the agreement stated that it would roll over to a month-to-month agreement, which could be canceled at any time with 30 days' notice.
  
  The down payment was made on the day of the agreement, and the 6-month bi-weekly term payments were scheduled to start on March 1, 2022. The initial term payments would end at the end of September and roll over to month-to-month starting in October, requiring 30 days' notice to cancel.
  
  Since the agreement was for 6 months and no cancellation was received, I emailed the client and informed them that I will backdate the personal training cancellation request to 9/30/22 (the end of the agreed term) and end the agreement effectively in November 2022 (30 days after the month-to-month period would have started). This would fulfill the 6-month agreement and the one month of month-to-month. I also informed them that normally, sessions expire 3 months after the payment date, but we will also roll back 3 months of sessions (12 total sessions) that the client can use with one of our trainers or gift to someone else. However, I did mention that these sessions will expire as of October 31, 2023.

  Unfortunately, I am unsure of where they are getting the 3 month contact information at, our business has never offered 3 month contracts and we have a signed agreement that clearly states both the 6 month term, the total payments of the term (prior to the agreed upon roll over to month to month). Again, we want to make this right and are willing to do  the following but need the client to get back to us.

  1. We will backdate your personal training cancellation.
  2. We will reopen 12 expired training sessions for use between now and 10/31/2023. ******* would need to work with a trainer to schedule these. 
  3. We will refunded for all personal training payments made between 11/1/2023 and today's date, totaling $2,400.00.

   

  Business Response

  Date: 06/16/2023

  For your records, I have included copies of ********* training agreement and emails to the client. As you will see, ******* signed her agreement on 2/24/22, agreeing to 4 sessions per month at a bi-weekly billing schedule of $160.00 for 6 months (not 3), totaling $2,080.00. After the agreed term, the agreement stated that it would roll over to a month-to-month agreement, which could be canceled at any time with 30 days' notice.
  
  The down payment was made on the day of the agreement, and the 6-month bi-weekly term payments were scheduled to start on March 1, 2022. The initial term payments would end at the end of September and roll over to month-to-month starting in October, requiring 30 days' notice to cancel.
  
  Since the agreement was for 6 months and no cancellation was received, I emailed the client and informed them that I will backdate the personal training cancellation request to 9/30/22 (the end of the agreed term) and end the agreement effectively in November 2022 (30 days after the month-to-month period would have started). This would fulfill the 6-month agreement and the one month of month-to-month. I also informed them that normally, sessions expire 3 months after the payment date, but we will also roll back 3 months of sessions (12 total sessions) that the client can use with one of our trainers or gift to someone else. However, I did mention that these sessions will expire as of October 31, 2023.

  Unfortunately, I am unsure of where they are getting the 3 month contact information at, our business has never offered 3 month contracts and we have a signed agreement that clearly states both the 6 month term, the total payments of the term (prior to the agreed upon roll over to month to month). Again, we want to make this right and are willing to do  the following but need the client to get back to us.

  1. We will backdate your personal training cancellation.
  2. We will reopen 12 expired training sessions for use between now and 10/31/2023. ******* would need to work with a trainer to schedule these. 
  3. We will refunded for all personal training payments made between 11/1/2023 and today's date, totaling $2,400.00.

   

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair 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.

  Two years ago my granddaughter asked for one year subscription ti these people for Christmas. I went over and paid for one year as a gift and told them to get rid of my bank card as this was the only time it would be used. They charge my card for a month and I called them and they refunded my money. Well my granddaughter got a bill for 260 dollars from an attorney for collection. I went over to their business and ask them about it. They said she didnt pay so they turned it over. Mind you she has never been in and only used about three guarters of the year I paid for. They said they kept charging her because she didnt cancel. I said then why didnt you send her a bill. We dont deserve that. I did ask him that she didnt join I gave her a gift therefore you cant charge her. I think this is a rip off that they dont even contact her before turning it over. Why should someone have to come in to cancel. I think it should be against the law to do this to people without a notice of any kind.

  Business Response

  Date: 04/13/2023

  Hi *****.

  I would like to help you with this situation. Can you tell me your grand daughters name so I can look up the account? All of our membership do require you sign a cancellation form to cancel. I am sorry this has been frustrating for you but I belive I can help if you can provide a little more information. Thank you.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair 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.

  Well I have been around osha and safety rules for 20+ years being with a high rise window cleaner- and running a sizzor lift within the machines as people are using them, to clean the rafters-- no division of space, no letting people know what's going on, just driving the machine around like it's a thing they should do, when it rains, the area that the drinks are mixed in? They get dripped in by whatever comes from the roof-- when they don't notice I tell them about it and they MIGHT move things around- when they moved equipment in and out...? Zero closure to do the big move, have people working out in the middle of it all- no safety to hold onto the equipment if it fell over... I suggest a lot to them they ignore me-- this-- they asked me to leave when I recorded the video- and then I got attacked byone of their people with nasty remarks as I canceled my services with them-- so bad the manager needed called and a meeting was derrived because I told them they are unsafe ...

  Business Response

  Date: 01/25/2023

  Hi *********

  We are sorry for your bad experience with us. Our goal is to always keep the building open as much as possible during repairs or equipment deliveries. We want to provide the service our customers depend on as consistently as possible. I am sorry if during these repairs such as using a scissor lift in the building you felt we were on safe. I can bring up these concerns at our next manager meeting to see where we can learn from the past in order to change for the future. I realize you probably did not need a response but I wanted to thank you for bringing this to my attention.

   

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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 wrote a review already yesterday but didnt quite finish. I will def work with you guys with the collections balance. I would really just like this removed off my credit score. It already hit and now Im paying for it. I am looking to buy home for my family in the near future and this really put a damper on it. I really hope we can work with each other regarding this matter.

  Business Response

  Date: 08/30/2022

  ********

  I responded to your first BBB complaint but will make sure to communicate in this one as well. I have emailed our collections company to get your account removed and will let you know once that has been done. Then we can work together to get this account settled. Thank you for your patience as we go through these steps.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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 joined a little over 2 years ago and was told it was a one year membership I would be getting charged for every month. I hardly used the gym considering every time I would go it was quite packed. After a year I was still being charged and I was still paying even though I wasnt going at all. Not really sure why I was still being charged and all this going on during Covid Going forward About a few months ago I got a letter as well from an **************** just like a lot of the rest of these people on here and am now paying for it. Went straight to collections and now my credit score dropped dramatically and Im super upset about it! Im eventually going to buy a house, so I really hope there is some way to fix this.

  Business Response

  Date: 08/30/2022

  Hi ********

  I can help with your situation. Members can get a lower cost per month for a membership if they commit for a year. At the end of that year the membership goes to month to month meaning you can give your 30 days notice any time you want. It is set up this way as many members want to stay with us for several years and we do not expect them to sign a new contract every year. The membership stopped drafting most likely due to a new debit card so we emailed you on January 4th and February 24th to see how we could help get you caught up. On March 26th the account went to collections who contacted you. Like ***** emailed you on August 29th we can get rid of all the late fees but first I will contact the collections company to have you removed and then we can move forward from there.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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.

  Have been to the gym several times, spoken to ****** , tried to cancel the membership. They tell us they can not figure out why they are charging me the fees because nobody by any name is using any membership so they are charging me every month but refuse to tell my why. Have several calls to ****** also have text message and sent emails to her to show her we are being charged but they can not tell me why. She guaranteed that it would not happen in August but still got a charge on my CC. We have sent emails to cancel, went in person to cancel, called , still being charged. Just want the charges to stop but they keep telling me they can not tell why they are charging my cc.

  Business Response

  Date: 08/23/2022

  Hi ********

  Sounds like you talked to ****** later in the day. The drafts continued to happen due to ************************* who also had a Basic membership. That membership is cancelled now and a refund was set up for June * August for a total of $30. You should see that refund in 5 business days. The error on our part was that ******* last name was spelled wrong in the system when he was put in as a member. Each membership has to be cancelled as they are not connected. We are sorry for the frustration that was caused and that it took us so long to figure out the second account.

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

  Operations Manager

  Physiq Fitness

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair 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 received a letter in the mail saying I owe Physiq Fitness $115. The letter was from the office of ******************* attorneys at law. They are being used as a hired company to collect the debt I owe Physiq Fitness. I believe I cancelled my member with them, a year and a half ago. I have not been getting any notifications in my bank statements regarding that Ive been making ANY monthly payments to them. Ive gone through my savings and checking account and I did not find one payment. So HOW would I owe them money if it clearly shows that I am no longer a member? During Covid I was never there and had to find work and struggle to pay my other bills. I believe this is a mistake and I cant owe this company $115. My location for this gym is ******, ******.

  Business Response

  Date: 07/22/2022

  Hello ********

  I see that your membership was cancelled November 5th of 2020. Then on June 28th of *************************************************************************** ****. The membership was in good standing all the way up to February 28th of 2022 when the card started to be declined. Your last visit to the club was October 5th of 2021. Normally we try to stop members in the club to let them know they are behind in payments. Before going to collections a email was sent to you on The 16th of June before being sent to collections.

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

  Operations Manager

  Physiq Fitness

  Customer Answer

  Date: 07/24/2022

   
  Complaint: 17595387
  
  I am rejecting this response because: there was no effort in communication to inform me of this ****. If you / the company knew I had a fee going up when I stopped attending the gym, then why didnt you try to call / email / mail letters out to my residence? The company had my email and phone number as I put in on my application. If only there was better communication before receiving a mailed letter from an ***************** I am pretty stressed / irritated with this situation. There were ways to try and reach me but there was no effort in your end. Why should I be penalized if I havent attended the gym in almost a year. Again my bank statements show there no withdrawals and/or payments for the gym. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/29/2022

  Hi ********

  I can contact collections to have the account pulled back so we can work with you directly. For the lack of communication I do apologize and feel we can meet you in the middle. Gym memberships are based on the ability to use not how much or how little you come in. Our hope is that every member uses the gym to get the full value of what they paid but that is not the case for all of our members.

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

  Operations Manager

  Physiq Fitness