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:07/25/2024

  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.

  Ive attempted to call multiple times, no answer, no call back. I havent been there since October, and I had a year contract that started around May/June. I attempted to end this, and there is a $150 fee to end early. I was letting it run out and wanted to know exactly when this was ending, but instead theyve decided to continue charging me past my one-year contract date. Getting in touch with them doesnt work on their website when I go to email them, and again, they dont answer their phone nor do they call back. The gym is open 24/7, if you have your key fob and it works, but there isnt staff there 24/7. The staff is only there for four hours a day. Also, even with them continuing to charge me, my key fob no longer lets me into the gym when I try to go find someone in person.

  Business Response

  Date: 08/16/2024

  Customer signed 1 year contract ($300- auto withdrawal of $25/month). Our contract states auto withdrawal will continue on a monthly basis unless customer returns key fob and cancels membership. Customer is aware of staffed hours at gym as listed in her statement-which are also posted on door and online. During staffed hours anyone with or without a key fob may enter the gym to speak with staff. Any voicemails left on our business phone are returned by our staff by the following business day. On 7/20/24 at 9:52am this customer texted my personal phone, I called customer back the same day at ******. Customer stated no longer wanted a membership- I reminded her of the contract and how to cancel. In good faith due to her claim that she was unable to contact any staff within the past 2 months- I issued a check on 7/23/24 for $50 (2 months of membership) and mailed it. The check was cashed by the customer on 7/30/24. In regards to the disputed amount of $375- unclear of what this disputed amount is for. We value our customers and want them to have positive experience with our gym. 

  Business Response

  Date: 08/16/2024

  Copy of check issued to customer that shows was cashed by customer. 

  Business Response

  Date: 08/16/2024

  Copy of check issued to customer that shows was cashed by customer. 

  Customer Answer

  Date: 08/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22014325
  
  I am rejecting this response because: Many attempts were made to call the business and despite what this business had replied to my complaint, a follow up phone call was not made to me the three times I attempted to contact them via phone call. Therefore I had issues contacting the business, and they did not have their hours posted online until my complaint was made. $375 is the contracted amount ($300) PLUS the three months post contract that I was charged for. My key fob also did not work, I was unable to enter the gym, and I was still paying past my contract date. I was never told that the key fob was something I needed to return, which was returned right away once I had contacted the owner and they explained this to me. 
  
  
  Regards,
  
  *********************