Complaints

This profile includes complaints for National Acceptance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Acceptance Company

  4813 Jonestown Rd Harrisburg, PA 17109-1748

• 

  National Acceptance Company

  PO Box 6368 Harrisburg, PA 17112-0368

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:12/14/2023

  Type:Service or Repair 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 signed up for a 16 week ******** program at ************************. I knew that I was only going to complete the 16 weeks, even though I had to sign up for a year. I was assured that it was an easy process to cancel once I completed the requirements for the 16 weeks - go three times a week for 16 weeks. I did that. I then sent a certified letter with the documentation that the gym gave me. I sent it on 9/9. On 10/10 NAC sent me an email telling me that they denied my cancellation because I did not fill out the form correctly. Unfortunately, due to my work's strict email policies, I never received the email. When I realized in December that I was still being charged, I disputed the charges on my credit card, and then I got a letter from NAC on 12/6 (they had my phone number on my cancellation, but never called me.) They said I would be in collections. I tried calling them on 12/6 and left a message. I was supposed to get a return call within 24 hours. They called on 12/10 and left a message. I called back same day and left a message. I called them back on 12/14 and finally spoke to someone. They told me there was noway for me to cancel without - buying my contract out, getting a dr. note, or living too far away. They said even if I had tried to rectify my cancellation paperwork on the day I received notice (10/10) I could not, because it was more than 5 days after my 16 weeks. I believe that we were mislead on purpose by the person doing the presentation at the gym, and both ******** and NAC are knowingly participating in predatory practices. They are threatening to ruin my credit, even as my credit card is investigating the disputed charges. NAC says there is nothing they can do. I believe they can cancel my contract based on amended paperwork, as I did fulfill the 16 week challenge.

  Business Response

  Date: 12/15/2023

  Please accept this response regarding the complaint from ****************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlines in the agreement **************** signed with the ******** Program at ************************ in Gastonia, NC. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs and does not have any authorization to weigh in on **************** cancellation request. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make any changes between her and the Fitsmart Program.
  
  On September 7th, **************** emailed NAC requesting information on how to cancel her membership under the 16 Week Program Guidelines. The same day, NAC responded with the cancellation requirements as outlined in agreement which she also received a copy of at the time she joined the program. In this instance, ****************** attendance form was not properly completed by having a staff member of the facility initial her days of attendance as required for cancellation. This is required to prevent fraudulently completing an attendance sheet and to verify the member has truly met the requirements of the program before cancellation. ****************** form clearly states that Fill in date and must be initialed by member and staff each visit. Her form did not contain any initials of verification from a representative of ************************ to approve her attendance. (Please refer to attached documents). As stated in her complaint, **************** was notified via email that her request was denied for the above-mentioned reasons on October 10th. While NAC is the location for receiving cancellation requests, it is not the contract holder and therefore cannot make changes that are not approved by the Fitsmart Program.
  
  As of the date of this response, the ******** Program has not agreed to any alterations of the membership agreement and NAC has relayed this information as accurately as possible to **************** through both phone and email correspondence. NAC has a customer service center which relays information provided in the membership agreements or payment arrangements, but is not part of this agreement and any issues with the program sign up process should be address with the ******** program at ***************.com

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair 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.

  NAC is a company that was a billing company for the gym that I go to *********. The contract for this was up in July and we were to fill out a sheet with all of our workouts. Initial it sign it send it off with a letter stating that we no longer wanted to use their services and end the contract. I did just that at the end of July assuming that everything was done I no longer was paying them anymore the $89 a month that was previously owed on 9-14-23. I received a letter stating that I owe them $89 again on 10-14-23. I received another letter stating that I owed $178 and that if I did not pay this that I would be sent to collections, along with this being the final notice. I called the number for the company and was told by the representative that I was given three options: to move 25 miles away from my current address, to get a medical note from an MD, stating why I could no longer perform at the gym, or to buy out my contract for $425. The representative also told me that on August 4, they had rejected my letter for cancellation of my contract with them. I was never notified via email, letter, or phone call. So here I am three months later with a cancellation payment of $425. I thought the other letters they sent me were a mistake, so I ignored them up until I called to find out what was going on. On 11/10/23, I paid them $89 to start the process of paying them the $425 off to avoid getting sent to collections. I can not afford to pay this all at one time. The lack thereof of being notified that my cancellation letter was not accepted is unacceptable. The poor communication and customer service is unacceptable in my mind. I would like my $89 refunded, also to not have to finish paying the rest of the contract out.

  Business Response

  Date: 11/14/2023

  Please accept this response regarding the complaint from ************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlines in the agreement ************ signed with the ******** Program at ********* in Springfield, IL. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make any changes between the customer and the ******** Program.
  
  On July 12th, NAC received a request for cancellation via certified mail with proof of attendance. She was notified via email on July 18th that her request for cancellation was received for processing. While NAC is the location for receiving cancellation requests, it is not the contract holder and therefore cannot make changes that are not approved by the Fitsmart Program. In this instance, *******’s attendance form was not properly completed by having a staff member of the facility initial her days of attendance. This is required to prevent fraudulently completing an attendance sheet and to verify the member has truly met the requirements for cancellation. *** ****’s form clearly states that “Fill in date and must be initialed by member and staff each visit”. Her form did not contain any initials of verification from Fitbodies approving her attendance. (Please refer to attached documents). August 4, *** **** was notified via email that her request was denied for the above mentioned reasons.
  
  As of the date of this response, the ******** Program has not agreed to any alterations of the membership agreement and NAC has relayed this information as accurately as possible to *** **** through both phone and email correspondence. 

• Initial Complaint

  Date:11/07/2023

  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.

  This business did not present themselves as a 3rd party billing company & they failed to thoroughly explain the guidelines of a program/contract. Had I known the requirements, I would not have signed up. Their lack of blatant up front transparency results in misinformation and entrapment. What I want resolved is no further payments/ electronic fund transfers to this company and for my membership to be terminated. On 6/27/23, I signed a membership agreement for a 16-wk program at a local (Reno, NV) gym. Not once was I verbally informed that I wasn't doing business with the gym itself. I agreed to pay the first and last months' dues at that time, understanding that only two more payments would be withdrawn and that I could continue my membership after that 16wk program IF I WANTED TO. I was told by the representative "all they asked of me was to go to the gym 3x a wk" & "if I wanted to continue my membership after 16 weeks, I would be guaranteed the discounted rate." A few days later, I accompanied a friend to sign up for the program, and she was given the same pitch ("all they asked was for us to attend 3x a week and we could continue the discounted rate if we wanted to after 16 wks. What was NOT made clear to me: if one week went by that I did not attend three classes, I was locked into a year-long membership w/ no option to cancel. That was NOT explained to me before I signed. I was not given a copy of the contract that said this. I only learned this information as the final wks of the program were approaching, I told the gym owner I did not wish to continue after the program ended. I had missed an entire week due to a severe eye injury. I did not know the repercussions I would face, as this was not made clear to me at sign up. I understand that my signature is on a document that states all these guidelines and requirements. The complaint is that this business does not communicate effectively with their clients. I do not authorize my account to be charged again

  Business Response

  Date: 11/08/2023

  Please accept this response regarding the complaint from ******************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlines in the agreement ****************** signed with the ******** Program at ****** Fitness. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make any changes between the customer and the ******** Program. NAC is in receipt of a signed membership agreement and 16 Week Challenge program to process the payments as outlined.
  
  On July 14th, NAC received a copy of ****************** agreement and sent her an email confirming the approval of theVerification Fee and identifying NAC as the payment processor. As of the date of this response, NAC has received no communication from ****************** other than this complaint.
  
  While NAC has no legal ability to modify or change ****************** agreement, it strives to provide the most accurate information available from the agreements and payments it processes. Please see the attached signed documents from ******************. If she has an issue about the signup process she should contact the ******** Program as NAC has no role in their program outside of processing membership payments.

  Customer Answer

  Date: 11/08/2023

  [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: ********
  
  I am rejecting this response because:

  NACs information is listed on the contract as the business to contact for membership/contract termination.  I do not authorize my bank information to be charged again. I need a response that indicates my card will not be charged again. If i need to contact *** *****  to cancel, please provide me with that information, as it is not listed anywhere on the document you attached. 
  
  Regards,
  
  ******** *******

  Business Response

  Date: 11/09/2023

  Please accept this response for ****************** complaint. As stated previously, NAC handles the billing aspect of ****************** membership with the ******** Program. All cancellation requests are sent to NAC prior to being forwarded to the ******** program to ensure that any billing changes or adjustments are handled in a timely manor. As of this date, NAC has not received any communication from ****************** except through this complaint. Her account will no longer be automatically billed based on her revocation of authorization in her previous BBB complaint. This does NOT however cancel the agreement as options for cancellation were provided in the initial response to this complaint. Should she wish to contact the ******** Program for any reason this may be done through their website ***************.com.

  Customer Answer

  Date: 11/14/2023

  [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: ********
  
  I am rejecting this response because I did not get the information I was requesting. 

  Your response indicates I need to contact the ******** Program to cancel my membership/contract. In my previous response I asked for that information. I did not receive that information from you, so I obtained it online and emailed them. I have attached their response which indicates that I need to contact NAC (you) to cancel, not ********. The original complaint is regarding the lack of explanation of the membership requirements. I am requesting clear and concise instructions for how to successfully terminate my membership with all parties, or consider this response as my request to cancel.

  Regards,
  
  ******** *******

  Business Response

  Date: 11/15/2023

  Please accept this response to the rejection of the previous response from ******************. The complaint regarding what was explained to ****************** in her initial correspondence indicated she was unhappy with how the program was explained to her and she was not aware of the terms of her agreement. In our response, a copy of ****************** membership agreement was provided that contains all the terms and conditions of her membership agreement. NAC did not refer ****************** to the ******** Program for concerns regarding cancellation but rather to address her issues with how the program was explained as was the issue in her initial complaint.
  
  It appears with the most recent response rejection; ****************** is now indicating she was told to contact the ******** Program for cancellation. Our previous response indicated that all cancellations should be sent directly to NAC for processing, and this is also outlined in the membership agreement. The options for cancellation are provided in the signed membership agreement on Page 2, Section 2 and attached again for quick review. This is done to ensure proper recording of cancellation requests so that all customer information is retained within a single application. All cancellations must be sent to NAC as required by the membership agreement for documentation purposes, but because NAC is only a payment processor and not a party to the agreement, it is not authorized to make any changes outside of the terms. The options for cancellation are provided in the signed membership agreement on Page 2, Section 2 and attached again for quick review.
  
  Briefly:  1) If ****************** has concerns with the sales process, she would need to provide that feedback to ******** directly.  2) If ****************** has concerns about billing or cancellation matters, she will need to contact us after thoroughly reviewing her Membership Agreement (specifically Section 2. Consumer Disclosures) and Program Guidelines & Acceptance sheet. ****************** was provided a copy of this information at the time of signing as well as in a previous response to this complaint, and both of which contain all the information ****************** needs to complete a successful cancellation.  NAC is happy to reiterate any of the information available to ****************** on her agreement by contacting us via at ***************** or ************************** As previously stated, there is nothing NAC would be able to do outside of the agreement terms.

• Initial Complaint

  Date:11/06/2023

  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 paid in full for a 16 week fitness program. I completed the program and wished to discontinue. I had a coach sign my tracking sheet and I initialed each date that I attended. I sent my request to cancel via certified letter within 5 days as per the contract. Now the company is telling me that they will not honor the cancellation request because the coach did not sign each individual date that I attended, I think that is splitting hairs - I had paid in full for the 16 weeks, a coach initialed my attendance sheet, and I submitted the request in a timely manor via certified mail. They are now asking me to pay for months that I am not using and have requested to cancel. I have spoken to the coach at the gym who hasn't even received compensation from NAC and is also filing a complaint. I believe this is an attempt to collect money that I do not owe them, and they are now threatening to turn me over to collection, which will have a negative effect on my credit score. I want NAC to accept the cancellation and mark my account as paid in full and cancelled. I have attached the attendance sheet and letter that I submitted to the company.

  Business Response

  Date: 11/09/2023

  Please accept this response regarding the complaint from **************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlines in the agreement ************** signed with the ******** Program at ********* in Springfield, IL. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make any changes between the customer and the ******** Program.
  
  On July 19th, NAC received a request for cancellation via certified mail with proof of attendance. While NAC is the location for receiving cancellation requests, it is not the contract holder and therefore cannot make changes that are not approved by the ******** Program. In this instance, **************** attendance form was not properly completed by having a staff member of the facility initial her days of attendance. This is required to prevent fraudulently completing an attendance sheet and to verify the member has truly met the requirements for cancellation. **************** form was initialed weekly and not after each visit as provided for in the Program Guidelines sheet as well as the center part of the attendance form (both attached for review).
  
  As of the date of this response, the ******** Program has not agreed to any alterations of the membership agreement and NAC has relayed this information as accurately as possible to ************** through email correspondence.  
  
  

• Initial Complaint

  Date:08/13/2023

  Type:Billing 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 signed a one year contract with National Acceptance Company on March 13, 2023 with the understanding that after 16 weeks if there was buyer's remorse thru my gym, I could nullify the contract, I decided I no longer wanted to be under the contract with NAC, so I sent all the required paperwork in before the 7/8/2023 date certified letter, however NAC's reply is they are rejecting my request because my coach and myself did not initial all of the days, instead we initialed each week, however the contract literally states a "check-in record print out from the gym or program sign in sheet with dates, my initials and gym representative initials', we did this, we initialed EACH WEEK, instead of each day, THE CONTRACT DOES NOT STATE TO INITIAL EACH DAY! I have met all of the requirements of the 16 week program, and provided all of the paperwork required to cancel, NAC is in default of their contract!

  Business Response

  Date: 08/17/2023

  National Acceptance Company (NAC) is a third-party payment processor, contracted to manage the payment schedule and agreement for *************************. **************** did not sign a contract with NAC as NAC is only a payment facilitator and not a party or recipient of her membership dues. The Program and Guidelines states in third bullet All visits must be recorded in the gym electronic check-in system, or on a program sign in sheet which must be initialed and dated by both the member and gym representatives each visit to be eligible to cancel the gym membership at the end of my 16-week program.
  
  Although the Program Guidelines do indicate that each attendance be initialed by the member and instructor, NAC received notification that the service provider, Fitsmart Program, has authorized a closure of her membership with nothing further due at this time. NAC has consequently cancelled ****************** account accordingly and does not have authorization to process a refund as NAC does not retain the collected funds, but rather disburses the funds collected to the appropriate parties of the contract. Without further direction NAC is unable to make any other changes to the account as it is now closed.

  Customer Answer

  Date: 08/17/2023

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

• Initial Complaint

  Date:07/31/2023

  Type:Product 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 a 16 week fitness challenge through National Acceptance Company. I completed all of the requirements to cancel the membership after the 16 week program finished.Instead of being charged for 4 months of membership I was charged for 6 months. I have been unable to get a refund for the 2 months I was overcharged.

  Business Response

  Date: 08/01/2023

  National Acceptance Company is a third-party payment processor, contracted to manage the payment schedule and agreement for *********************************. Although ************************ did not meet the terms of cancellation as outlined in the membership agreement and program guidelines (attached for review) our client has agreed to cancel her membership as of June 13, 2023. This was confirmed with her via email sent on June 14, 2023. The two payments ************************ is requesting as a refund were reversed via the credit card dispute process she initiated through her financial institution and therefore cannot be refunded. As of the date of this response, NAC has not received any correspondence indicating these payments will be credited back to her account and as such her membership remains closed.  Please close this complaint as NAC is only a payment processor and not a party to this membership agreement.

• Initial Complaint

  Date:07/31/2023

  Type:Order 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 signed up for a 16 Week challenge at *****************. The terms of the challenge were clear, you must attend at least 3 times per week for 16 weeks, with the option to continue the membership for a year if desired. I exceeded the expectations for the 16 week challenge, at the end of the challenge I chose to cancel my membership, which you are eligible to do if you attended at least 3 times per week. Your are required to send a certified letter requesting confirmation. I obtained proof of all all the classes I attended from the gym, which did indeed validate I attended 3 times (sometimes 4 per week). Sent the letter priority mail, certified with signature requested, costing me about $14. The letter arrived at their PO Box on 7/13/23, they did not pick it up until 7/18, at which time I received an email stating my cancellation is "up for review". Why would this be when I met the terms of my contract? On top of that I was billed 2 additional months. I paid 2 months up front when I signed up on March, which I was told was my first and last month (March and June), I also paid in April and May. I received a letter stating I owed $79. When I called in I was told that was for June's payment and that now I owe for July. How??? When I explained I canceled after my 16 weeks, and paid for all for months I was told my contract is for 1 year with the option to cancel after 16 weeks if I attended 3 classes. WHen I informed her I did attend and cancelled and should only be billed for 4 months the rep just kept repeating herself and talking in circles. This company tries to force payments upon you, they will not let you out of the contract even when you meet the terms of the contract. I will never again deal with a company that does business through this scam of a company. They are thieves plain and simple. I do not understand how they are even allowed to do business in the US as what they are doing is illegal and plain extortion. They should be under a RICO investigation.

  Business Response

  Date: 08/03/2023

  National Acceptance Company is a third-party payment processor, contracted to process transactions as outlined in the attached Membership Agreement. **. ************ request for cancellation was received on July 18th and a confirmation of receipt was emailed to her July 19th. NAC notifies customers when a request has been received with an outline of when to expect the cancellation to be processed. Our client has a policy to process cancellation requests within 15 business days of receipt. As of the date of this response, it is twelve business days since the date of receipt.
  
  ************************** contacted our office via phone on July 31 and a representative explained the contract and cancellation process to **************************. ************************** chose to file a complaint prematurely as her cancellation process had not yet been completed. Her account with NAC has since been canceled by our client with nothing further due for meeting the requirements of the 16 week workout challenge.

  Customer Answer

  Date: 08/03/2023

  This company finally cancelled my membership after 26 days, and billing me an additional month, and receiving my BBB complaint. I still stand by my statement that this is a horrible company to deal with, the customer service is horrible and they make it as hard as humanly possible to cancel your membership even AFTER you meet all of the many terms they have for cancellation. If a gym or any organization uses this company think twice about signing up. When I called on 7/31 before making this complaint the representative I spoke with was no help and kept repeating the same information. He could not answer any of my questions and stated the department that does (the cancellation department) does not take incoming calls. If you are not going to equip your reps with the knowledge to answer questions in an effective manner, shouldn't you have the cancellation department handling those calls? I would have to assume, based on the many complaints on this site I am not the only one who needed to contact the cancellation department.

  Customer Answer

  Date: 08/03/2023

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

• Initial Complaint

  Date:07/21/2023

  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 signed up for a 16 week fitness challenge with ***************** and was being billed through the National Acceptance Company (NAC). I saw an ad on ******** promoting the challenge. Upon arriving at the facility, I noticed the pictures on ******** did not match the actual gym. The salesman explained to us that the challenge was for 16 weeks and after the 16 weeks, we could cancel our membership or choose to stay. He passed out membership forms for us to provide our payment info and he showed us where to sign and then gave us our membership cards. During this process, the salesman never mentioned they used a billing company (NAC) to process all payments. During the entire 16 week challenge, the instructor encouraged the participants to attend at least 3 classes per week. Within the first week of class, the instructor made a comment about how almost half of the participants who sign up for the challenge drop out within the first few weeks. Throughout the entire challenge period, there was no mention of specific guidelines participants had to do in order to cancel after the 16 weeks were over. The information provided to participants were purposefully misleading in regards to how we were able to cancel our membership after 16 weeks. During the 14th week, they finally provided us with instructions on how to cancel memberships and we were required to mail in a certified letter to NAC. I originally paid first and last month for the 16 weeks and was continuing to be charged $69.00 after I mailed in my cancelation letter. *** denied my request to cancel and charged me a late fee. They said I did not attend 3 classes a week and was not allowed to cancel. I called ***************** to try to resolve this and was told they couldn't do anything because NAC handles all billing. The membership form I completed is a ***************** form not NAC. ***************** and NAC purposefully misled participants and are continuing to charge and bill monthly fees to all participants.

  Business Response

  Date: 07/26/2023

  Please accept this response regarding the complaint from **********. NAC is a third-party payment processor who was contracted to process the recurring membership dues as outlined in the attached agreement. This agreement provides all pages and not only the first page supplied by **********. Additionally, ********** has provided an email response from NAC regarding her cancellation request that provides a detailed explanation and options for cancellation. You will see that the information provided in the email matches the guidelines and requirements as outlined in the Membership Agreement and Program Guidelines. NAC is not authorized by its client to make any changes to an agreement other than provided for within the signed agreement. We encourage ********** to review all the relevant documents pertaining to her fitness program to determine what method of cancellation she may be eligible for at this time.

• Initial Complaint

  Date:07/12/2023

  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.

  My husband signed up for a weight loss challenge for 5 months. He signed up with me because the person signing us up said no problem u can cancel in 5 months and it was very easy. He knew he had to go to another state for work temporarily so this was perfect. When we get to the 5 months we contacted NAC to verify how to cancel. I specifically asked if we could send a screen shot of what we were able to see on the fitness program app, they said ok. We sent in a written cancelation postmarked by the date they said we had printed the screen shot of my husband's attendance. Then I see that he kept getting charged for the service and it had not stopped. I called yesterday 07/11/2023 to find out they have denied his "written cancelation" because it was going to be easy to cancel per the guy that signed us up. Come to find out.. they had denied the cancelation because the screen shot copies were missing dates. Nobody even bothered to call my husband to ask him for the rest or nor did they call the facility trainer himself to verify the date. Anyone can alter a piece of paper.. They didnt even bother to verify with the trainer the attendance. I know this for a fact because I had contacted the trainer to see if he could help us out and he said they had not contacted him. NAC could care less. They just want to take people's money even though you are trying to cancel appropriately. This is a scam. This easy cancel is a fraud. We want my husband's contract canceled and that is all we are asking for!

  Business Response

  Date: 07/14/2023

  Please accept this response regarding the complaint from ******************. NAC is a third-party payment processor who was contracted to manage the recurring membership dues as outlined in the attached agreement. NAC is not a party to the membership agreement and therefore does not have the legal authorization from all parties to make any changes to a an agreement. ****************** signed the attached membership agreement which clearly outlines the program guidelines and terms for cancellation.
  
  As of the date of this response, ****************** has not submitted a cancellation request that meets the criteria as outlined in his membership agreement and program guidelines. The Program Guidelines and Procedures page provides the details regarding attendance and the requirements to cancel an account upon completion of the program 16 week program. These include: attendance of 3 times per week for 16 consecutive weeks, all visits must be recorded in the gym checkin system or a program sign in sheet, and an understanding that the membership will continue unless a qualified cancellation is submitted. The cancellation submitted by ****************** is also attached for reference and clearly does not meet the attendance requirements.
  
  Additional options for cancellation are provided on page 2 of the membership agreement under Section 2 and this information was also provided to ****************** on July 13th via email. Once again, NAC is not a party to this membership agreement and is only contracted to process the payments as authorized in the membership agreement. NAC is following the instructions provided by the fitness program and as outlined in the membership agreement.

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service 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.

  NAC purposefully built communication blocks to make cancelling membership difficult.Example 1. High call volume alerts without voicemail access Example 2. Requirement of customer to post a **** certified mail letter requesting cancellation to their P.O. Box Example 3. Making customer service call difficult to hear by talking while customer is asking questions and then pretending the customer was interrupting Example 4. Using the word "term" to mean a continuously renewed contract that goes beyond a 12 month time period.Example 5. Using ambiguous terms within the contract so as to misdirect the customer and maintain monthly payment beyond 12 months. I should not be charged for July and August. I paid for 12 months even though I've been ill and unable to use the service. A year is a term. I should not be charged for July and August. I should not have to make a trip to the post office. I should not have to do anything more than tell customer service to cancel my membership. No one should have to go through so much to cancel a service. This is malicious greed.

  Business Response

  Date: 07/07/2023

  Please accept this response addressing ** ********** concerns regarding her membership agreement.
  
  1.   NAC has voicemail options for any caller who does not reach a representative in a timeframe they are ok with. Our policy is to return all calls within 48 business hours.
  2.   **. ********** contract (attached) requires that she submit a certified letter requesting cancellation. This is not NACs policy, but a term of her contract.
  3.   This is subjective statement and not supported by the call recording.
  4.   The word term is used in the contract ********************** signed specifically in the renewal clause she initialed that states: In order to preserve the monthly rate after the initial term, Member understands and agrees that at the end of the initial term, memberships will continue on a month-to-month basis at the same monthly rate as indicated herein.
  5.   The contract additionally states on Page 2, Section 2, No. 6: After the completion of the original 12 month term (from date agreement was signed) and conversion to a month-to-month basis as indicated on the front of this AGREEMENT, the Member may cancel the AGREEMENT upon giving 30-day written notice sent via **** Certified Mail to NAC at the address listed herein. All payments must be current prior to cancellation approval. This is the same information that was provided to ***********************
  
  We are sorry ********************** feels she should be able to just call and cancel her membership. NAC is a processing center for payments and does not provide fitness memberships nor is a party to the contract. As such, NAC is forbidden from making any arrangements with members outside the terms of their contractual agreement and will provide customers with understand the process.