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:02/10/2025

  Type:Customer Service 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.

  
  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,
  
  **** **ged their ********* English is my second language, I think they should have done better job explaining their policy.They are refusing to refund me $58 saying they can't refund once the payment made ********** there any way I can get the refund accusing that they did not perform a good job on policy explanation to the members? Especially to the non English speaker? Looks like many people had the same issue.Or can I call to the credit card and tell them to cancel the transaction?Thank you.

  Business Response

  Date: 02/26/2025

   Response to BBB complaint #********
  
  Ms. **'s first membership was in 2023. She cancelled and was not given any refund.
  She joined again on 1/10/25, which created a billing date of the 10th of each month.
  Both times Ms. ** signed our agreement which specifically states:
  
  "MONTH TO MONTH AGREEMENT: The member agrees to make the scheduled payments according to the terms set forth in this agreement.  This agreement may be cancelled at any time with a 15-day written notice delivered to the club's address, after the first 15 days of membership is completed.  The member must make any scheduled payments that are due within the 30 days notice to cancel."
  
  2/10/25 - Ms. ** called to cancel her membership. She was advised that the payment was already in process.  She was told again about the cancellation policy above.
  2/10/25 @ 940am - Ms. ** emailed the gym requesting a supervisor.
  2/10/25 @ *****am - I responded to Ms. *** reiterating what she had been told on the phone and the cancellation policy.
  2/10/25 @ 1:49pm - Ms. ** emailed back, highlighting the issues in her complaint to the BBB, but also threatening to contact the *************************** post negative ****** Reviews, and to file the complaint with the BBB if her funds were not refunded.
  2/10/25 - Ms. ** filed her complaint with the BBB
  2/11/25 @12:51pm - Ms. ** emailed stating "I hope you're not ignoring my email and trying to find a way to refund me"
  2/10/25 & 2/11/25 - reached out to ownership with a call and email.
  2/11/25 - Ownership responded 3:56pm.
  2/12/25 - Researched 2023 membership and confirmed she was never given any refund.
  2/13/25 @ 9:38am - As a courtesy, we refunded Euno ** $29 which is half of the monthly dues taken 2/10/25. The refund transaction was completed 2/14/25.  An email was sent to her advising of the decision and there has been no further communication.
  Our procedures are followed completely when opening a new membership.  Clients are advised verbally, shown a physical copy of the agreement they sign electronically, and a copy once completed is sent to their email.
  In meeting with Ms. ** in person in January 2025, it appeared she understood and spoke English fluently, did not have questions and signed the agreement without hesitation.