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:01/26/2024

  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.

  I attempted to cancel my gym membership by dropping off a letter on Nov 28th, the gym said they never received my letter and continued to charge me. I called and spoke with the owner Jay who said if I make payment he would remove me from collections (which was unwarranted to begin with) and cancel my membership.
  
  He invoiced me for more than the amount he quoted me (email attached) on 1/25 and also charged multiple late fees well over the amount owed.
  
  Originally I had the reoccurring charge billed to my corporate amex and I had disputed the amounts for the times the gym continued to charge me, those were overturned in the gym's favor so I have now been charged twice. I contacted the gym in the email chain asking for the specific days I was billed for, and they responded with the same charge back amount and not with the days in which I needed to submit my dispute to amex for to ensure I was not charged twice.

  Business Response

  Date: 02/07/2024

  Hello,

  ** ****** entered into an agreement with our facility and failed to follow the terms of the agreement. He claims to have dropped of a cancellation in the mailbox at the front office. There is no such mailbox and there was never a letter received. Rather than contacting the gym he thought disputing the transaction would be a way to cancel his membership. This is not the terms outlined in the agreement. Our billing company made several attempts to contact him before placing him into collections. When placed into collections he only then called the club threatning a lawsuit. As a courtesy we allowed him to pay the balance and remove him from collections.This is not something that we needed to do as we could have just referred him to the collections agency. We didnt do that because we do actually care about our clients past, present and future. As you can see by the photos tha* *** ****** attached, he disputed 12 transactions and was recharged for 7, leaving 5 to still be paid. After late fees and service fees, the amount he owed was paid through Square POS and his committment was fulfilled. I do not wish to contac* ** ****** as while going through this process he was having a conversation with our female manager and thought by calling her a "dumb bitch" it would remidy the situation. This matter is considered closed on our end.

   

  Thank you,

  Chris T****** Owner

  Customer Answer

  Date: 02/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below:
  
  
  
  I am writing in response to your recent communication regarding the cancellation of my gym membership and the subsequent charges and actions taken by Chris Thomas's facility (Anytime Fitness - Freeport). I must express my disappointment and frustration with the inaccuracies and misrepresentations in his statement.

  
  First and foremost, I vehemently refute the claim that I failed to follow the terms of the agreement. On November 28th, as per his/his staff's request, I physically dropped off the cancellation notice at the front office of the gym. I distinctly remember adhering to the instructions and ensuring that my cancellation request was properly submitted. To suggest otherwise is both misleading and inaccurate.

  
  Furthermore, I find it deeply troubling that his gym charged me twice for the same membership fees. Not only was I charged on my American Express card, but I was also compelled to make an additional payment directly to his facility under the threat of collections. The notion that I disputed the transaction as a means of canceling my membership is entirely unfounded. I simply sought to rectify the situation after being wrongly charged and facing undue pressure from his billing company (ABC Solutions).

  
  Contrary to his assertion, I never resorted to derogatory language or name-calling during any interactions with his staff members. It is utterly false and defamatory to suggest that I referred to a female manager in such a disrespectful manner. In fact, it was your employee who resorted to unprofessional conduct by hurling derogatory insults at me, including the offensive phrase "broke bitch." Such behavior is completely unacceptable and reflects poorly on his establishment.

  
  I also take issue with the implication that his gym's decision to allow me to pay the outstanding balance and remove me from collections was an act of goodwill or courtesy. It was a direct consequence of his failure to address the situation appropriately and adhere to the terms of our agreement. I was left with no choice but to take action to resolve the matter and protect my financial interests.

  
  In regard to the transactions in question, I dispute his characterization of events. While it is true that I disputed 12 transactions (should have been 10), it was only because I was unfairly charged for services I had followed the procedure to cancel. Despite his claims, I was not "recharged" for 7 transactions; rather, I was compelled to make additional payments to rectify the errors made by his billing company. Any late fees or service charges incurred were a direct result of his mishandling of the situation and should not be attributed to me.

  
  In light of the serious allegations made against me and the inaccurate portrayal of events, I would like a formal apology for the distress caused. I also expect a refund of any erroneous charges (All gym charges after Nov 28th and any late fees) and a confirmation that my membership has been properly canceled without further repercussions.

  
  I hope Chris will take the necessary steps to rectify this situation.
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 02/15/2024

  As I stated in my first correspondence, the processes that were to completed to cancel this membership were not followed correctly. The amount due was verified and this complaint is considered closed on my end. There will ne no further correspondance.