Complaints

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

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AquaHab, L.P. has 3 locations, listed below.

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  AquaHab, L.P.

  601 Righters Ferry Rd Bala Cynwyd, PA 19004-1305

• 

  AquaHab, L.P.

  921 Old York Rd Jenkintown, PA 19046-1427

• 

  AquaHab, L.P.

  3600 Grant Ave Philadelphia, PA 19114-2630

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:07/18/2024

  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.

  I was a member of AFC Fitness in ***********, ************ from January 2, 2023 - May 8, 2024. During this time, I was enrolled in auto-deductions from credit card. I initially tried to cancel my membership on April 25, 2024 via an email to membership manager ***********************, however ****** did not respond. This was unusual as ****** has previously been very responsive via email about membership and pricing. I called the gym to find out how I could end my membership, and I was told I had to cancel my membership in person. I went to the site on May 8, 2024 to cancel my membership, and was directed to fill out a form by a new employee at the front desk. She advised that because it was after the first of the month, a final payment would be deducted on June 1, 2024 which would be the standard monthly fee of $91.23.This payment was never deducted on June 1, 2024. AFC did not deduct a payment, nor was I contacted by phone, email or US mail by the company until July 18, 2024. On July 18th, an employee called my phone and said that my balance was being sent to collections. This was the first time I was told there was a balance on my account. The entire duration of my time at AFC, I had paid with automatic payments and I was told at the time of cancellation this would be an auto-deduction as well. My credit card has not been in default, it is current and active, and it is the same card I have used for the entire duration of my membership. From June 1-July18, 2024, I was not notified of any balance due, or that any error had occurred where they could not deduct the amount from my account. I do not believe that an attempt was made to deduct this amount - either deliberately, or by an error by the new employee. I did not receive any mail, phone calls or emails regarding this balance. I have, however, received multiple emails with advertisements to join AFC again.My situation seems to not be a one-off either as it is referenced in several ****** reviews of this gym.

  Customer Answer

  Date: 07/19/2024

  Hi all - very happy to share that AFC Fitness was able to resolve the issue. The employee that I had spoken with yesterday has miscommunicated the message and my payment was not sent to collections. The manager apologized that an incorrect message was given. Another staff member was able to review my account and see that when AFC changed billing vendors, the data transferred incorrectly and it changed my card information. AFC has corrected their issue and has also issued a refund for the late fee.

  Business Response

  Date: 07/24/2024

  The member filled out cancellation paperwork with a last billing in June. After her May payment went through, we received an expiration date update from her bank and it was changed in the system. This caused the June billing to decline. The member was emailed from our billing team on 6/4, 6/13 & 6/25. The member was called from our billing team on 6/6, 6/19 & 6/28. Our front desk staff called on 7/18 to follow up on the past due balance. Then ****************** reached out to the BBB. ****************** spoke to our Operations Manager after that and we rectified the situation, getting the expiration date corrected and running the past due balance. We refunded the late fee because it didn't appear to be ********************** intention for the expiration date to be updated or her last billing not go through. Her account is now clear and cancelled.

  Customer Answer

  Date: 07/25/2024

  [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,
  
  *************************
  
  

  Customer Answer

  Date: 07/25/2024

  Hi! While the issue is resolved and they have issued a refund, it is upsetting that the companys response includes several inaccuracies and is very different from the phone conversation that I had with ******* (who had asked if I could rescind my complaint with BBB) 

  
  An employee at AFC ****** shared that there was an entirely different expiration date on my credit card in the system than what was in my initial contract and what was listed on my card.

  My card did not expire at any point during the duration of my membership. I even validated this information against my initial contract and the expiration date has not changed. For AFC to say that my card expired, is a blatant falsehood. 

  I raised this concern with ******* from billing that someone at AFC had tampered with my credit card information to enter an expiration date of 5/2024 which is not accurate. When ******* checked into this she shared with me that this was a data error as the result of a vendor change and it was not my fault that the card did not go through. ******* stated that I was not at fault at all, and that AFC was at fault due to the vendor change.

   

  As previously stated in my original complaint, I was never contacted. Not by mail, phone or email. The line stating The member was emailed from our billing team on 6/4, 6/13 & 6/25. The member was called from our billing team on 6/6, 6/19 & 6/28 is completely false as I was not contacted until 7/18. 
  

  While I appreciate that the issue has been resolved and that it was solely AFCs responsibility, I do not appreciate the inaccuracies in their response that state that my card expired and that they made contact when they did not. Their response should reflect they are responsible, especially considering if it is a data integrity issue, I am sure there are others that were impacted as well.