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:08/17/2023

  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.

  Powerhouse Gym Facilities lack of cleaning and attention to the Men's Shower Stalls This has been progressively worsening over the past 6 months -- February 2023 - August 2023 Our membership to Powerhouse Gym involves the use of their facilities including the shower area. We have noticed a lack of cleaning within the shower stalls. The following issues have been noted and getting worse:1) Shower drains are all clogged, leading to pooling of water / stagnation that is leading to the accumulation of black mold on the shower liners and the shower stall walls. This is now becoming a safety hazard and we feel that our respiratory health is at risk.2) The shower stalls are never cleaned and we have noticed clumps of hair, previous member belongings (soaps/bottles/razors).

  Customer Answer

  Date: 08/24/2023

  THIS COMPLAINT HAS BEEN FULLY RESOLVED BY THE BUSINESS - The business manager has approached me and has outlined their plan of action for resolving this complaint. This complaint can now be fully resolved as I am extremely happy with the discussion with the manager and they have already begun fixing the issue. EXCELLENT SERVICE

  Customer Answer

  Date: 08/29/2023

  THIS COMPLAINT HAS BEEN FULLY RESOLVED BY THE BUSINESS - The business manager has approached me and has outlined their plan of action for resolving this complaint. This complaint can now be fully resolved as I am extremely happy with the discussion with the manager and they have already begun fixing the issue. EXCELLENT SERVICE

• Initial Complaint

  Date:05/22/2023

  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 joined this club on a month to month base as I wasn't sure where my job was going to have me located on the time. I was told I could cancel my membership at any time, and this flexibility encouraged me to stick with this club whereas others required contracts but were cheaper. When my job needed me out of state, I submitted a cancellation to the gym back in November 14. Without notice and no bills or letters from the gym, they attempted to continue charging my account monthly but my card wasn't working. When I attempted to rejoin the gym, they are saying I have a balance and I can't join back until I pay for every month since I cancelled my prior membership. I was never given a cancel confirmation from them and they told me they don't give them out, and are now informing me I needed to pay an extra month after cancelling which wasn't communicated before. I am okay with paying the one extra month but am being charged for months when I had already cancelled my membership. The gym is asking for $330, whereas their collection agency is asking for $500 dollars and their third party billing company ************* ******** told me I'm entitled to pay $49.95. Could you intervene and resolve this issue for me?

  Business Response

  Date: 05/25/2023

  This individual did not actually turn in their written cancellation form until December.  As outlined in their membership agreement and our cancellation form our policy states that 30 days notice is required to cancel in writing via our completed cancellation form which is available on the homepage of our website.  After receiving this member's completed form in December their membership was set to cancel with their final billing date being 12/28/2022.  When our billing company attempted to complete their final billing they found that this individual had placed a hold on their account; a screenshot of their account history may be provided if necessary, preventing their final billing from going through which in turn prevented us from being able to cancel their membership.  Efforts have been made by our billing company to collect this final payment through reaching out to this individual over a span of 90 days since 12/28/2022, but they were unsuccessful.  All memberships must be in good standing in order to cancel with all contractual obligations met and placing the hold on their account preventing the final payment from going through directly prevented their cancellation from being completed.  We have removed all service and late fees implemented by our billing company, but this individual has still accrued a balance of $249.75 that must be paid in order to rejoin.