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:06/26/2023

  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 have received a collection ntice which is fraud stating this company on behalf submitted for *** **** ******* 720.00 which is faalse.I have already contacted you a few times and was received a email advising my medical cancellation was received post marked certified 6/7 and this collection compnay states you notified them 7/19 and they are now ahrassing me by text!I signed up for the 4 mont fitness trial which was from 2/20-6/20 2 payments of 138.00 in which I paid one,this needs to be resolved asap,this is unexceptable from you and war room fitness,the email you sent acknowledeged you would adjust everything and send me a new email in 3-5 days which has not happened!I laso want a new letter wehre you have corrected everything as you should have and adjust my amount owed

  Business Response

  Date: 07/13/2023

  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 outlines in the attached agreement. NAC is not a party to the membership agreement and therefore does not have the legal authorization to make any changes between the customer and the contract holder. As such, ********************** has made payments in good faith or provided documentation as outlined in the membership agreement for a proper cancellation. The terms for cancellation are provided on the second page of the membership agreement under Section 2: Consumer Disclosures. Item 1 provides for cancellation due to physical issues once the member provides proper proof of disability. ********************** submitted a disability form June 7 that did not meet the requirements for cancellation and was notified on June 28th the reason her cancellation was denied. Her condition is noted that it will last 3 months which would have made her eligible for a freeze of the membership provided her payments were current at the time of the request.
  
  Item 7 indicates that all membership dues must be current prior to cancelling an account. ********************** agreed to make payments of $69/mo beginning on 3/15/23 and has not made any payments to date. Her original payment of $138 is noted as received on the attached copy of the membership agreement.

• Initial Complaint

  Date:06/15/2023

  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 mailed a cancellation letter for my account #*********** to NAC the same day I joined, because I read the fine print on what was supposed to be a 16 week membership, discovering it was actually for 12 months. NAC acknowledged via email that they received my certified cancellation, postmarked for the SAME DAY I joined. Their email of 31MAY2023 said my cancellation was "under review" (even though they stated it was during the legally protected 3 day buyer's remorse period) which is unacceptable because, legally, even according to their own email I should receive a full refund of the $138 charge to my debit card. Their email said to allow a maximum of 30 days for processing of my refund and completion of my cancellation. Today, on day 29 of that wait, they charged me an ADDITIONAL month's fee of $69, and still haven't refunded the initial charge. Unacceptable. I expect all charges refunded and no further charges from NAC in the future, with complete cancellation of this "membership".

  Business Response

  Date: 06/23/2023

  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 outlines in the agreement ************* signed with the ******** Program at ************************. 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 contract holder. As such, ************** has been updated regularly on the status of her cancellation request. *** received her request for cancellation on May 30 and promptly forwarded this request to the appropriate contractual parties to her agreement. As outlined in the membership agreement, all refunds are processed within 30 days; and would be due on June 30, 2023. On June 22, 2023, NAC received authorization to close her account and issue a refund for the payment processed on 6/15/23. ************** was notified on June 23 that her cancellation was approved, and the payment would be refunded within 5-7 business days. Any payments made at the time of signing will be refunded by the ******** Program she paid at the time of signing up. We hope this update provides resolution to **. ******** concerns.

• Initial Complaint

  Date:05/22/2023

  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.

  False advertisement and false representation by **** ***** /NAC Fulfillment of payment commitment but will not release from contract. Rushed to sign contract. Given false information

  Business Response

  Date: 05/26/2023

  National Acceptance Company is a third party payment processor and not a party to ********************** agreement. However, a copy of the agreement ****************** is attached for review as it clearly states the options for cancellation in Section 2, page 2. ****************** contacted our office multiple times regarding the options to cancel and was provided verbally with the options written in the membership agreement. As a third party, NAC is not authorized to make any changes to a membership agreement outside of those outlined in the membership agreement.

• Initial Complaint

  Date:04/05/2023

  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 thought I would be able exercise but my health is not good enough to perform the activities required by this organization. So, I have paid them $276 and have been unable to benefit from their program due to failing health.

  Customer Answer

  Date: 04/05/2023

  Since I am physically unable to perform the activities I want to terminate any future relationship. Furthermore, this is a credit organization and they conceal the fine print until you sign. Keep the $276 and leave me alone. 

  Business Response

  Date: 04/10/2023

  National Acceptance Company is a third-party payment processor, contracted to manage the payment schedule and agreement for *************************. The Program Guidelines and Procedures explains the requirements of the program on the 3rd page of the attached membership agreemnt. On March 27, NAC received a request to cancel Post Marked 3/20/23, however the guidelines and requirements of the program were not followed. As of the date of this response, NAC has not received a request to cancel for medical reasons. As stated in Section 2 of the membership agreement, there is a medical form to be completed by a doctor that does not require any HIPPA information. This form was emailed to ************************* April 10. If *************************** would have contacted our office to inquire about cancelling for medical reasons, the form would have been provided at that time. Please see the attachment for the signed copy of *************************** membership agreement. Thank you.

  Customer Answer

  Date: 04/12/2023

  [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 am seeing my doctor to complete their form and I am seeking legal counsel. I note the MANY complaints against these people.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 04/19/2023

  The customer's response does not reject our position or the fact that a contract was signed. At this time, the response is the same as previous. NAC is not a party to the contract and must follow the terms as outlined in the membership agreement. Please notify the customer that their rejection is not related to any service or business process provided by National Acceptance Company and the customer should review the membership agreement for the services they purchased. Thank you.

  Customer Answer

  Date: 04/19/2023

  [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 have provided a letter from my primary physician stating I am physically unable to perform within the parameters of this contract. Furthermore, I regard their replies as harassment and I will not be bullied into submission.
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 05/11/2023

  I provided NAC with the form they required to be completed by my doctor. This was done prior to their deadline and sent by certified mail per their requirements.

  Business Response

  Date: 05/11/2023

  NAC is in receipt of the medical form requesting cancellation of the membership. As a third party processor, NAC is not a party of the membership agreement and has not been authorized to make any changes to it. The contract holder, Fitsmart Program,  has denied the request for cancellation because the request does not meet the requirements of the membership agreement. As you can see from the attached form, the customers condition began in May 2022, approximately 6 months before the agreement was signed. As such, the membership agreement was signed knowing that there was a medical disability that precluded use of gym services, yet the agreement was signed anyway. The membership agreement strongly encourages you to check with your physician prior to signing such a membership to ensure that you are physically able to participate in the program. Because the condition began prior to signing the agreement, the condition provided would not meet the requirements of the medical clause to cancel the agreement.

  Customer Answer

  Date: 05/11/2023

  [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:
  They have now changed the name from ************** to ******** *********! This is a bunch of thugs and I will NOT ACCEPT IT. I've had enough. Next stop, Attorneys General.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/09/2023

  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 am looking to get a refund for an unauthorized transaction of $79.00, and to stop future deductions from a billing company. I have all the necessary documentation to support this from the 2 different entities involved. The first is a gym *** Technology and the second is their billing partner NAC. I only have issue with the billing partner NAC, not with the gym ***. I believe NAC is scamming the people who sign up at the gym, and are later subjected to continued deductions to their accounts by the billing company, which promises to continue billing a monthly deduction of $79 for a full year, when the initial contract is only for 16 weeks. NAC – National Acceptance Company is a company based out of Pennsylvania, but they are a third party that contracts with local gyms to do their billing. The gym I signed up with is *** ********** located in Southern Pines, North Carolina. I have no issue with the gym. They run a legitimate business and worked with me on this issue. The problem is NAC – which has charged me for an extra month ($79.00 charge) and has refused to refund me.

  Business Response

  Date: 02/13/2023

  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 attached membership agreement. NAC does not engage in any fitness services, signing customers up for memberships or providing any other services outside the terms of the membership agreement. NAC is not a party to the membership agreement and therefore does not have the ability to make any changes between the customer and the contract holder without all parties approval of the contract. All the information provided to ****************** by NAC is available in the signed membership agreement. However, as of February 9, an error was made known to NAC between *** ********** and the contract holder. NAC was subsequently instructed to refund a payment of $79.00 to **. ******** account. We hope this update provides resolution to **. ******** concerns.

  Customer Answer

  Date: 02/13/2023

  [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:
  
  NAC is the only entity that has my credit card information and the only one who can refund me. The gym makes it clear it does not do any of the billing and cannot therefore credit me in any way.  I no longer belong to the gym since the end of my contract in January. I have not returned and have no intention of returning.  I am just asking for the overcharged amount of $79 to be returned to my credit card they gave on file and to for them to never bill me again in the future.  

  
  

  NAC is demanding that I collect their overcharge from someone else.  That is not in the contract.
  Regards,
  
  *********************************
  

  Business Response

  Date: 02/20/2023

  We are confused to ***************************** rejection as her request was satisfied and confirmed in the original response, confirming the refund on February 10.  Please have ****************** provide documentation regarding the payment in question. Her membership was canceled and refunded with nothing further due. Thank you.

  
  

• Initial Complaint

  Date:01/29/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 program that cost me approximately $350 and was paid to NAC in October 2021. When my father signed up for the program he paid and additional $300 to remove me from the 16-week program and begin a yearlong membership with the fitness facility. When he signed his contract he received verbal reassurance from a man named ***** that the funds would be applied to my account and he was assured that a note was added to the contracts. Fast forward to November 2022, I receive notice from NAC telling me that I owe them monthly dues. I am told that they have been taking $79 per month from my account since December 2021 (totaling $948) and I will be expected to pay several hundred dollars more to cancel my membership. I spend the entire month of December 2022 and most of January 2023 reminding them that I had already had a year paid membership and they had no right to be double charging me. I asked repeatedly for a refund and was told no. As a 25 year old female I was very disappointed to find that my action towards rectifying the situation went on for months, but following one short email from my father (a 53 year old male) they immediately said they would refund the $948 to my ******** card. This card was canceled due to fraud several months prior, so I expected to receive a check in the mail for my refund. Despite the $948 being taken out of my personal ******** account that has no affiliation to my father, the refund for my stolen money was sent in a check to my fathers address written in his name. There are no circumstances in which nearly $1000 of my money should have be sent to another person, whether they are my father or not. The way that I was treated by NAC was incredibly misogynistic, caused several months of distress and financial strain, and they need to be stopped.

• Initial Complaint

  Date:12/05/2022

  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 signed up for the weight loss program at a gym that was 30 minutes away from my house. I was going religiously going until I injured my knee. I could no longer due the activities in the gym because they all involved movement of my knee. I went to the doctor and filled out their cancellation form for the gym so I would not be charged, and I could cancel the membership. They denied my request because my doctors note was apparently not long enough. Long story short, they are sending notices of threatening to collections, and my knee is still messed up. I just would like this mess to end. None of their numbers are valid and I would just like them to stop threatening me.

  Business Response

  Date: 12/27/2022

  Please accept this response regarding ******* *******'s membership with ******************. ***************** signed a one-year membership agreement on January 20, 2022. April 4, 2022, ***************** contacted our offices indicating she had a knee injury and needed to cancel her account. She was provided with the necessary medical cancellation form this same day via email. NAC received the completed medical form (attached for review) on April 18th and consequently submitted it to the Fitsmart Program to review and provide authorization for cancellation. This is done because NAC is not a party to the contract and does not have authorization to deviate from the terms of the membership, as the Fitsmart Program is the contract holder. On April 20th, NAC received authorization to freeze the membership for 6 months due to the medical form submitted, indicating the medical issue would last 6 months. ***************** was notified that her account was frozen for 6 months via corresponding emails on April 27th. ***************** emailed NAC on December 5th that she would like to execute her option for cancellation under Section 2. Number 8 of the membership agreement to cancel for 50% of the contract balance. Her account was paid up to date and the early buyout fee of $267 charged to cancel ** ******** account. All correspondence was delivered in a timely manner and all processes followed are outlined in the attached copy of the membership agreement.

• Initial Complaint

  Date:12/02/2022

  Type:Sales and Advertising 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.

  **** ****************. Acct# ***********. I put in a complaint about the business owner that introduced this horrible company to me. I was able to speak to him and found out that not only is NAC a bad business provider to the gym member or BootCamp participant, it is a bad business to the gym owner. while I cannot speak for him, I will say that since I signed up for this 16-week BootCamp, I have been on the phone trying to get a clear answer on how to get out of this agreement. I call. they don't answer the phone. I call; it's busy. they send you to voicemail. I have yet to get a callback. i call and they answer but the person on the phone has no idea how to help me. as recently as today, I say how much to end this contract. They reply via email 237. I say ok. I will pay today if you confirm this will end our relationship-no more emails, calls, or letters. They say we need a VALID request to cancel and they will keep charging me until they get it. I ask what is a valid request? The only thing I have consistently been stating is I want to cancel. why is that not valid? I am still waiting on them to tell me their convoluted cancellation steps. all the while they are charging people late fees. This company preys upon small gym owners with the hopes to gain new customers. Then they lock the new members into year-long agreements under false pretenses. I went from a bootcamp participant to a gym member against my will. I feel bad for myself and others in my situation dealing with NAC. I also feel bad for the owners that are using this company. Owners do not subject their customers to NAC. Just deal with the customers directly. get some volunteer help with social media and advertise locally. DON'T USE NAC.

  Business Response

  Date: 12/19/2022

  Please accept this response to the complaint from ****************. First, NAC does not advertise nor sign people up for any type of membership and has not done so with ****************. NAC is a third-party payment processor contracted to facilitate payments for various membership organizations according to the contractual agreement of which we have received for ****************. Her agreement is attached for review which clearly outlines the program and various options for cancellation. As a payment processor, NAC is instructed to provide information as outlined in the membership agreement for any customer with a question regarding the contract they signed.
  
  **************** has contacted our offices many times over the past few months via email and phone. All messages were either responded to via email or phone within our 24-hour policy to return messages. The first correspondence from **************** was received via email on October 3 and responded to the same day with the options for cancellation as outlined on the second page, Section 2, of the membership agreement. Additionally, information regarding the 16-week program is provided in the attached program guidelines as well. On November 17th, NAC received a call from **************** at what time the options for cancellation under the 16-week program were explained as outlined in the Program Guidelines and Procedures page. On November 29th, **************** left a voicemail requesting to resolve her account due to her disputing the previously authorized payments. A returned call was made the same day and a message was left for her. November 30th, **************** emailed stating she was not paying late fees, and no one is answering her call. Once again her email was responded to the same day. December 2nd, NAC received an email from **************** requesting to terminate her account. On the same day, her email was responded to informing her that her account was past due and must be paid current to be eligible to cancel. She was also provided the options for cancellation as outlined in the membership agreement again. On December 12, *** received a check in the amount of $237 and December 14th, received notification from the bank that her disputed payment from September 15th was credited back to her account as the card company determined that NAC processed this payment in accordance with her signed contract.
  
  Please note that NAC has continued to provide **************** the information outlined in her membership agreement within reasonable time for her to determine her next steps for her membership. NAC also denies that it preys upon small gym owners or locks people into year-long membership agreements as NAC only receives a copy of the membership agreement to facilitate payments authorized by the customer after they have joined a gym or fitness program.

  Customer Answer

  Date: 12/27/2022

  [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: it is not slander if its true. Yes that new checking account did not have sufficient funds. The credit union would not take the money from the savings to cover the check. As soon as I was notified I resent the payment. The confusion came from the salesperson's explanation of the program, which was different from the written contract, whixh is different from the telephone agents' explanation. I intend to tell every personwho will listen about my poor experience with compnay. It is my experiential account of events. I STILL HAVEN'T GOTTEN A RESPONSE VIA EMAIL OR TELEPHONE WITH A RESPONSE TO MY QUESTION. At first I thought it was the gym owner's fault for the confusion but after speaking with other members it definitely is NAC thats the problem. They cashed my second check. The threat to send it to collections as opposed to calling or sending a letter is another example of this company's unscrupulous tactics. 
  
  Regards,
  
  ******* ******
  

  Business Response

  Date: 12/28/2022

  Please review the entire response to this complaint. Once again, *************** cannot support her claims with any actual evidence. NAC is a payment processing center contracted to process transactions as agreed upon in the membership agreement. If **************** had been confused about the contract she signed, she has 3 business days to cancel the account and receive a full refund. It seems that **************** needs the terms of cancellation listed directly in this response as it has been provided via phone, email and on her membership agreement and has been consistent as outlined in the original response which makes her claim that she still has not gotten a response via email or telephone.
  
  This excerpt from the original response was provided outlining the dates and method of communication with *****************
  
  On November 17th, NAC received a call from **************** at what time the options for cancellation under the 16-week program were explained as outlined in the Program Guidelines and Procedures page. On November 29th, **************** left a voicemail requesting to resolve her account due to her disputing the previously authorized payments. A returned call was made the same day and a message was left for her. November 30th, **************** emailed stating she was not paying late fees, and no one is answering her call. Once again, her email was responded to the same day. December 2nd, NAC received an email from **************** requesting to terminate her account. On the same day, her email was responded to informing her that her account was past due and must be paid current to be eligible to cancel. She was also provided the options for cancellation as outlined in the membership agreement again.
  
  Additionally, the options for cancellation are as follows directly taken from Section 2: Consumer Disclosures of ** ******* membership agreement.
  
  1.     This AGREEMENT is cancelable should the member die or become physically unable to use the Center due to a Permanent physical condition that arises following the date of this Agreement, as determined by NAC after review of all required documentation (a Qualifying Medical Issue). Member of the members estate seeking relief under this paragraph must provide proof of disability or death. A Verification of Medical Limitations/Restrictions Form shall be obtained from NAC upon request of member. A medical condition sufficient to warrant cancellation of the AGREEMENT by the member shall be established once the member furnishes to NA the Verification of Medical Limitations/Restrictions Form completed by a physician licensed under appropriate state statutes to the extent the diagnosis or treatment of the Qualifying Medical Issue is within the physicians scop of practice. Cancellations under this clause will only be accepted upon submission to NAC of the Verification of Medical Limitations/Restrictions Form or proof of death. More information on Verification of Medical Limitations/Restrictions may be obtained by contacting NAC at **********************. All payments must be current prior to cancellation approval.
  2.     Member may cancel this AGREEMENT if member moves more than 25 miles from the registered (enrolled) address and thereby cannot use the facilities. Dues must be current in order to cancel this AGREEMENT. Member will be released from any remaining balance owed for the membership upon legitimate verification. Two (2) of the following showing members name and new address must be submitted by USPS Certified Mail to address listed herein as proof of relocation. 1( utility bill, 2) state issued ID/Drivers License or 3) bank statement. There will be a $50 cancellation fee assessed for relocation.
  3.     If cancellation is allowable under the terms of this AGREMENT, notice of intent to cancel by the member shall be given in writing to NAC at the address listed above. Upon approval, said notice of cancellation from the member terminates the members obligation to any entity to whom the CENTER has subrogated or assigned the members contract.
  4.     The business location of the CENTER may not be deemed out of business when temporarily closed for repair and renovation of the premises:
  a.     Upon sale, for not more than fourteen (14) consecutive days; or
  b.     During ownership, for not more than seven (7) consecutive days and not more than two (2) periods of seven (7) consecutive days in any calendar year. A refund shall be issued within 30 days after receipt of an approved notice of cancellation, made pursuant to this paragraph.
  5.     If the CENTER requires a member to furnish identification upon entry to the facility and as a condition of using the services of the CENTER, the CENTER shall provide the member with the means of such identification.
  6.     After completion of the original 12-month term (from the 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 a 30-Day written notice sent via USPS Certified Mail to NAC at the address listed herein. All payments must be current prior to cancellation approval.
  7.     Membership dues must be current in order to cancel. Except as noted on the front of this AGREEMENT, all requests and/or notices to alter or cancel this AGREEMENT must be sent via USPS Certified Mail to NAC at the address on the front of this AGREEMENT. Any written notices not sent via USPS Certified Mail to the address provided will not be accepted as received, and this AGREEMENT shall proceed under the current terms until notice is correctly received. After payment completion of the 16 Week Challenge, anyone not eligible to cancel under program guidelines, may cancel membership early with a buy-out option of $200 or 50% of the remaining contract balance of the term AGREEMENT, whichever is the greater amount.
  8.     If a refund is deemed to be due to the member, charges for additional services, such as personal training, rendered at the start of the membership, will be deducted from the refund amount. The refund will then be calculated by dividing the AGREEMENT price by the number of weeks in the AGREEMENT term and multiplying the result by the number of weeks remaining in the AGREEMENT term.
  
  Regarding **. ******* bounced check, this has not been paid as of the date of this response. **************** sent an email to NAC with a picture of a $237 ACH transaction to NAC. **************** has also requested no further communication with her regarding her membership. To date there has not been any payment received to cover the original unpaid item and without payment, her account is scheduled to be closed with NAC and referred to a collection agency as NAC is not a collection agency and does not handle bad debt accounts. NAC does not have the ability to contact **************** regarding her past due balance or any other questions as she has requested no further communication.
  
  This response provides in detail a list of date/times information was provided to **************** and an outline of the cancellation options which is consistent with the information provided in the membership agreement. Lastly, NAC takes any attempt to slander the name with zero supporting documentation will immediately be provided to our legal department for further action. **************** has demonstrated that she does not intent to hold up her end of the membership agreement she signed and at this time there is no further action that can be taken by NAC at this point. Thank you for your review of the situation.

• Initial Complaint

  Date:11/10/2022

  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.

  On March 3, 2022 I signed up for a 16 week *** **** Challenge program with the ******* ****** of Tuscola that was to begin on March 7. I participated a few times, then stopped going because my antidepressant stopped working and have spent the last few months working with my doctor to find a new medication that works for me. My understanding was that after 16 weeks I would need to cancel billing by sending a certified letter to NAC, and that if I didn’t do so immediately the relationship would convert to a monthly gym membership that would also need to be canceled via certified letter. I sent the certified letter to NAC October 28, 2022 and sent a copy (along with my key fob) to the gym. On November 9, 2022 I received an email from NAC saying that my cancelation request had been denied because it was not valid, but nothing telling me what was needed to make it valid. Here is a copy of that email: ***** ******(***********) **** - ******* ****** of Tuscola Please accept this email as notice that your cancellation request for the membership with the above referenced facility has been denied for one or more of the following reasons: Did not meet 16 week Challenge Requirements Request for cancellation sent too late to attempt cancellation with Challenge- must be sent within 5 days after Challenge End Date (06/27/2022) Your next recurring payment obligation of $69.00 is due on 12/01/2022 and will become due each month thereafter until a valid cancellation request is received. You must contact NAC to re-authorize your billing method on file for recurring payment(s).

  Business Response

  Date: 11/16/2022

  
  NAC is a payment processor for ****************’s membership at ************** of Tuscola. As stated in the email **************** provided, the reasons her cancellation was denied are described in the body of the email. Attached is a copy of the membership agreement signed by **************** with all options for cancellation provided on Page 2, Section 2. Additionally, **************** has since provided authorization to make the final two payments owed on the membership to fulfill the option to cancel the renewal of the membership. The membership will close upon the final payment on 1/1/23 in the amount of $69.00. Please let us know if any additional information is needed. Thank you.

• Initial Complaint

  Date:08/08/2022

  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 started a Fitness Program at **************** here in Durham, NC. About a month later in 3/2022 I had to have a hernia surgery and suspended my membership until I was cleared to return. A few weeks later, I started suffering from chronic body pain. Something I have suffered with for over 10 years that comes and goes and causes me to not be able to physically function. National Acceptance sent me an email with the attachment that my Physician needed to fill out in order for me to be exempt from paying the remainder of the bill since I am not able to attend at this time. However, the ONLY method that the company has is via Certified Mail. I work from home during the hours the post office is open and closed and I do not have any more sick days available to take a day to go and send this document. I have the ability from my home office to fax and or scan/email this document back to the company (the same way they took seconds to send it to me)! but all I keep getting met with is "unfortunately." I am still getting billed because they refuse to accept the method in which I am able to get this form back to them. I called them on 08/08/2022 at 09:00 am and was put on hold twice and her answer to me was I can attempt to send it regular mail but the reason for "CERTIFIED," is so that the date can be tracked. Doesn't email and fax serve that SAME purpose regardless of when the document gets read?So please help me resolve this issue.

  Business Response

  Date: 08/29/2022

  Please accept this response regarding **. ******* complaint in reference to her cancellation request. NAC is not a party to **. ******* contract and can therefore not modify the agreement without consent from all parties. **. ****** contacted NAC to request the verification of medical disability form as outlined in her membership agreement initially on May 2, 2022. At this time the process of cancellation was explained to **. ****** as outlined in the membership agreement (attachment page 2, Section 2). As a third-party service provider, NAC has provided all the necessary information to **. ****** to properly cancel her account.
  
  On August 15, 2022, NAC received a cancellation request via certified mail post marked August 10, 2022. The information was documented on **. ******* account and submitted to her fitness program for review. NAC received confirmation from **. ******* fitness program that her cancellation is approved on August 22, 2022. At this time and email was sent to **. ****** informing her that her account was approved for cancellation as of the date she submitted proper documentation on August 10, 2022. The notification also included the condition that all memberships must be paid current at the time of cancellation (outlined in **************** of the membership agreement). Unfortunately, **. ******* membership is delinquent for the payments due 5/25, 6/25 and 7/25.
  
  In conclusion, **. ******* account was approved for cancellation once it is paid current. NAC has relayed this information to **. ****** in a professional manner and has continued to provide accurate information that can be verified by a review of the membership agreement.