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:09/13/2023

  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.

  This company is terrible. I contacted Member Solutions regard canceling my account. I completed the relocation packet and submitted the requested documents as told. Per the paperwork, I would hear back in 3-5 business days. Member Solutions confirmed receipt on September 5th. I contacted the contacted the company via email and by phone to inquire about the status of the cancellation. I also told them that I have not attended any classes since due to relocation. Each time I call, I get a representative who says my request is being reviewed. At the same time, the company is attempting to take payments from my account. I called today and the same thing is being said, I will hear something soon.

  Customer Answer

  Date: 09/13/2023

  Good evening,

  Thank you for your prompt call to action. This issue has been resolved by the company. 

  Business Response

  Date: 09/18/2023

  Hello,

  Member Solutions is the billing company hired by ********************************* to administer the billing agreement terms which allow customers to pay for services over time. This includes but is not limited to handling all cancellations as outlined in the membership agreement.

  Rosalinds membership was a term membership with payments due every two weeks. Until cancellation is verified and approved, payments are due on scheduled due dates. We received Rosalinds cancellation request and proof of move documents on 9/5/2023. After a payment was attempted on 9/12/2023, a response was sent on 9/13/2023, to ********, confirming the cancellation was approved due to relocation. We apologize to ******** for any inconvenience caused by the delay in processing the cancellation. Please be aware that the payment attempt on 9/12/2023 was unsuccessful.

  At this time, ********************** account is closed and canceled with no outstanding balance due.

  Sincerely,

  ****

• Initial Complaint

  Date:08/04/2023

  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've been attempting to cancel my services with ********* ************* since April of this year because I needed to move to Chicago, IL for some time to live in with my dad and help with his cancer treatment schedule. I called on May 16th, and was told to fill out a relocation form stating I'd moved greater than 25 miles away or a medical disclosure form stating I'd be out of commission for 6 months or longer. During this week, I was laid off from work and they don't have a provision for that. What gym management told me was entirely different from what customer service had said about the cancellation process. I moved to Chicago the week of May 29th and completed the form, providing a utility bill and lease agreement. I was charged $149.99 on June 15th and received an email on June 20th saying my cancellation was denied due to the following reasons: The Utility Bill is not in your name and the start date on the lease is September 2021. The other forms of verification were not available to me. I called on July 13th to explain my current housing situation and that I was no longer in the state and was told someone would reach out to me. When no one did, I called the following day and was told while the situation was unfortunate, nothing could be done. I requested the medical form since I had hurt myself a month prior. Having no insurance when I returned to Georgia the week of July 23rd, I was evaluated at a clinic and confirmed to have tendonitis in my right shoulder and a left hamstring tear requiring rest. I had the form signed by the physicians that saw me and sent it in. On July 31st, I received an email stating cancellation was denied due to the following reason: The form was signed by a NP. Our form must be completed and signed by a Medical Doctor (M.D.). Never once was it mentioned that a specific type of physician had to sign the form and I'm certain an NP or PA can certify for all medical conditions within their scope of practice after a physical evaluation.

  Business Response

  Date: 08/09/2023

  Hello,

  Member Solutions is the billing company hired by ********* *** ******* to administer the billing agreement terms which allow customers to pay for services over time. This includes but is not limited to handling all cancellations as outlined in the membership agreement.

  **. ******** membership was for a one-year term, to be paid off in eleven monthly installments to Member Solutions, which began billing on 9/15/2022.
  **. ******** membership is able to be canceled due to relocation or disability and he is correct regarding his requests to cancel due to relocation and disability being denied.

  At this time, **. ******** membership has been canceled and Member Solutions is no longer servicing **. ******** account.

  Sincerely,

  ****

  Customer Answer

  Date: 08/19/2023

  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:06/24/2023

  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.

  Member Solutions handles payment for ******* in Arizona. In November 2022, I discussed with the owner my inability to continue with the gym. The owner said he would authorize the early cancellation of the contract and and pay the cancellation fee. He sent written confirmation that he did these things and I wouldn’t be billed anymore. I was not billed again until April 2022. When I called member solutions and explained the situation, member solutions said they had no record of a cancellation. When I asked about the gap in billing, they said “we don’t have an answer for you”. I disputed the charge and put a stop payment. I found out this past week I was sent to collections based on a void contract. I have the correspondence between the owner and I confirming the cancellation, the gap in billing, and the unauthorized billing. I will be reporting to the attorney general, FTC, and any other relevant governing entity. I believe that Member Solutions is complicit in consumer fraud as you will see in my case and many others.

  Business Response

  Date: 06/29/2023

  Hello,

  Member Solutions is the billing company hired by *********************** to administer billing agreement terms which allow customers to pay for services over a period of time. This is including, but not limited to managing all membership cancellations outlined in the membership agreement. 

  **** began billing through Member solutions in October of 2019 for a membership with ***********************. The membership was for one year that would automatically renew each year to a 12-month term. Attached is a copy of ***** membership agreement. In December of 2022, the account was canceled by ***********************. In April of 2023, we were notified by *********************** that the membership was canceled in error and instructed Member Solutions to re-activate the account and resume billing. Member Solutions received no information of an agreement between **** and *********************** regarding an early cancellation.

  On June 9th, 2023, Member Solutions was instructed by *********************** to submit ***** outstanding balance to 3rd party Collections Agency,  ***** ****** ********.

  At this time, Member Solutions is no longer servicing ***** membership and the account is now with ***** ****** ********.**** may contact ***** ****** ******** at ************ to dispute the account being turned over to the collection agency.

  Thank you,

  ****

  Customer Answer

  Date: 07/09/2023

  [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:
  
  This was a cancellation of contract. In your statement, the initial contract was cancelled in December 2022, which you have record of. Regardless of error(there was no error) or not, a new contract would have to have been drafted, signed and sent to you.  Given that you have none of the above satisfied, and no record of such a contract beginning in April of 2023, there was no: 1)basis, agreement or authorization to begin charging me again 2) to send me to a collection agency.
  

  Once again, I demand that you reclaim the collection account from ***** ****** ******** immediately.  I will not hesitate to proceed to litigation and have a court take action. I owe no debt, and have no account with ******* or member solutions as of December 2022.

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

  Business Response

  Date: 07/28/2023

  Hello,
  
  Member Solutions did not re-activate ***** account on our own. It was *********************** that instructed Member Solutions to re-activate the account which is why payment  processing resumed. The payments processed by Member Solutions on 4/29/2023 and 5/29/2023 have been returned back to ****. Member Solutions returned the membership back to *********************** and it was *********************** who sent ***** account to ***** ****** ********. Member Solutions is no longer servicing the account which means Member Solutions is not attempting to collect funds from **** or pursuing collection of any kind. If **** has any further concerns, they should be addressed directly to ***********************.
  
  Sincerely,
  
  ****

  Customer Answer

  Date: 07/28/2023

  [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:

  The issue is not a matter of who instructed who to resume the payment.  The issue is that a sophisticated entity such as Member Solutions, who deals primarily in contracts and billing, reinstated billing based on a terminated contract.  There was no further authorization from myself (in the form of signature, contract, or otherwise).  Unilaterally resuming payment without further assent from the consumer, and only at the request of a gym owner(owner of *******) is not valid authorization and constitutes consumer fraud.  I need to be ensured that Member Solutions can not and will not resume my billing, pursue collections or otherwise attempt to collect any funds from me.
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/10/2023

  
  Good Morning,

  You will recall, from our Original Response, the following information:
  Member Solutions provides billing services for *** ***** ******* **** and **************** The contract for *************** use of *** ***** ******* **** and *************** facilities is between *** ***** ******* **** *************** and *******************. Member Solutions is not a party to that contract.  On June 9th, 2023, Member Solutions was instructed by *** ***** ******* **** and *************** to submit *************** outstanding balance to a third-party collection's agency, ***** ****** ********. Upon submitting the balance to ***** ******, Member Solutions is no longer servicing *************** membership in any way.  Member Solutions cannot authorize the removal of *************** account from collections without *** ***** ******* **** and ***************'s consent.
  
  *** ***** ******* **** and *************** instructed Member Solutions to reactivate *************** account and resume billing in April 2023. The payments processed by Member Solutions on April 29, 2023, and May 29, 2023, after billing had resumed have been fully refunded to *******************.
  
  We now wish to reaffirm that once Member Solutions submitted *************** outstanding balance to First Credit upon TNT Mixed Martial Arts and ***************'s instruction, Member Solutions had been fully removed from any collection matters. Member Solutions is in no way attempting to collect funds from ******************* nor is Member Solutions pursuing collections of any kind from *******************, through ***** ****** or otherwise.
  
  Given the above, we once again recommend that ******************* communicate directly with the Member, or with ***** ******, to adequately resolve this matter. 

  Thank you

  *****

• Initial Complaint

  Date:06/11/2023

  Type:Product 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.

  April 27th (Thursday) - *****/merchant said she will continue our Tuesday and Thursday classes in Mountain House, CA, until September or at least July. Thereafter, the class will move to her Tracy location and will be on Tuesday. This timeframe would give me time to change my schedule without problem. May 1st - May fee was charged May 2nd - ***** sent out mass email to everyone informing us at effective immediately she was no longer holding class in Mountain House, CA on Tuesday and Thursday. We need to let her know if we have a problem with the change (this email is attached) May 2nd - I sent a reply email letting her know that I can't attend classes due to change of location and time last minute as we have talked on April 27th. I requested my May fee to be refunded/postponed until I can work out my schedule to take a her Tuesday class in Tracy location. (Email is attached) May 3rd - first class of May was cancelled. May 30th - sent email to @membersolutions to inform them of the same information as stated above and included with it *****'s cancellation email. (Email is attached) LAW -- It is in violation of commerce law and contract law to collect fees for services that you have no intention or ability to perform. In this situation I was charged for May services that ***** cannot render because she closed her Mountain House location one day after charging the fee but it was one day before the first class in May would have been held. Her cancellation was without prior notice. She provided an alternative that was incompatible with my schedule as she had been informed on multiple occasions in April - the location is farther way and the new timing was in conflict with my existing schedule. I did not authorize May fees to be charged when ***** and I both know, with absolute certainty, that I will not be receiving the services. The 30 day written notice requirement does not allow merchant to keep fees after canceling performance without prior notice.

  Business Response

  Date: 06/21/2023

  Hello,

  Member Solutions is the billing company hired by **** ************ * ******/* **** *** * to administer the payment processing of their members memberships.

  Member Solutions processed the *****'s monthly membership payment on May 1st, 2023, and on May 20th, 2023,we received notice from **** ************ * ******/* **** *** * to freeze the membership until further notice. On May 22nd, we received notice that ***** disputed the May 1st payment with her credit card company. The case # is ************. On May 25th, we responded to ********** with a copy of ****** contract and payment history. We reached out to **** ************ * ******/* **** *** * on *****s behalf, regarding the payment due on May 1st and received confirmation that the freeze should have been effective for May 2023. If Member Solutions receives the funds back from ********** we will refund the funds to ***** and waive any fees.

  At this time, *****s account reflects a $0.00 past due balance, and the billing is frozen for 6 months with the next scheduled payment due date currently set for November 1st, 2023.

  Thank you,

  ****

  Customer Answer

  Date: 06/22/2023

  June 11th, I received a notification from my bank that member solution was still disputing and trying to collect May fee claiming that I didn’t give 30 day notice for cancellation. Yet member solution here said that owner on May 25th informed them the freeze was effective for May, thus they shouldn’t have continued demanding May fees. 
  
  I continued receiving fee collection phone calls on May 31st, June 8th, June 12th. The collection calls only stopped after I filed complain with BBB on June 12th. 
  

• Initial Complaint

  Date:06/07/2023

  Type:Product 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.

  My children were enrolled in a membership with a local martial arts gym, Guardian Self Defense in Webster, MA. We decided to quit, I informed the owner to have automatic payments stopped. This was April 1, 2023. My bank account was deducted on April 8th and May 8th for the $108 monthly payment. I contacted the owner of the Guardian Self Defense, who stated he would contact Member Solutions and see what was going on. He got back to me saying that my refund for both months ($216) on May 16th and it should be in my account no later than May 19th. I have attached my bank statement from the month of May, with personal info whited out, but you can see that on May 8th Guardian Self Defense withdrew $108. There are no refunds from them. My financial institution told me to get a tracing number from Member Solutions for the transaction. They have told me that they do not have that info. They have asked me for proof of nonpayment, I have sent them the same copy of the bank statement. But if they don't have trace numbers then that tells me they never refunded the money. I am looking for the refund of $216 at this time and I am unable to get an answer from them. I did not sign a contract for any length of time.

  Business Response

  Date: 06/12/2023

  Hello,
  

  Member Solutions is the billing company hired by ******** **** ******* to administer the payment processing of their members' memberships. As for cancellations, ******** **** ******* handles member cancellations directly.
  
  ******** began billing through Member Solutions in October of 2019 for a membership with ******** **** *******. On May 15th, ******** **** ******* instructed Member Solutions to cancel ********* account and to refund the payments processed on April 8th, 2023, and May 8th, 2023.Member Solutions successfully processed the cancellation and submitted the refunds to be issued to ********* bank account.

  On May 25th, Member Solutions received notice that the refunds were returned by ********* bank. Attached is a record of the trace numbers of the returned refunds along with the reason for the returns.
  Member Solutions has emailed and left phone messages for ******** to notify her bank of our attempt to refund and to ask her bank to allow the credit to be issued to her bank account and to inform us once she has done so.

  At this time, ********* account is canceled, and no more withdrawals will be processed. Member Solutions will need ******** to notify Member Solutions to confirm she has informed her bank to allow the credit from Member Solutions. Member Solutions will resubmit the refunds once we have received ********* confirmation.

  Thank you,

  ****

  Customer Answer

  Date: 06/13/2023

  [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:
  
  The owner of ************* center has refunded the money directly to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:05/02/2023

  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.

  My yearly membership auto-renewed March 1, 2022. On March 10, 2022 I broke my ankle and had surgery in April 2022. I asked my instructor to cancel my membership. He said he would put it on hold for three months. I didn't like that, but I liked my instructor very much so I said okay. At the end of that period, I could not particiate and again asked my membership be canceled. He again said he'd put it on hold. Three times I requested the membership be canceled due to my broken ankle, and three times he put it on hold. I was in a wheel chair for 3 months, did phyical therapy for a few months, and couldn't walk normally, such as stairs or distances, etc. for thirteen months. Now, fourteen months later, I feel I can be mostly normal, although I do have related trouble still. Also, I cannot sit down on the floor and get up without help, which is something you need to do in Jiu Jitsu. I called Member Solutions after my instructor told me he didn't have anything to do with the membership and told them of my broken ankle and surgery. They said my membership could not be canceled except for a medical reason and I said I had a medical reason. She told me she would email me a form to complete but she never did. I decided to close the credit card and ignore them. Then I recieved a collections letter. I feel this is very unjust. I asked to have my membership canceled three times during the year after surgery prevented me from doing Jiu Jitsu. Even now, almost recovered, I still couldn't do it without pain. They said that would be reason to cancel, but didn't allow me to. I want them to cancel my membership with nothing due from me. As of now, they said my membership goes to March 2024, which I never agreed to, and the recent settlement letter said if I pay $630.00 it would fulfill my obligation. I want them to cancel the membership and me not owe them one single penny. 

  Business Response

  Date: 05/05/2023

  Hello,

  Member Solutions is the billing company hired by ****************** LLC to administer billing agreement terms which allow customers to pay for services over a period of time. This is including, but not limited to managing all membership cancellations outlined in the membership agreement. 

  ****** membership began billing through Member Solutions in March of 2021 and automatically renewed in March of 2022. At the request of ****************** LLC, ****** membership billing was placed on hold from March 2022 through December 2022 to resume billing in January 2023. In December 2022, ***** contacted Member Solutions requesting to cancel the membership due to an injury and that afternoon an email was sent to ****** email address *********************** with a Disability Questionnaire and Release Form attached to be completed and submitted back to Member Solutions. Member Solutions has not received any correspondence from ***** since then. Attached is the email that was sent to ***** on December 9th,2022.

  At this time, Member Solutions offered ***** a settlement in the amount of $630.00 to have the account closed with nothing further due. This amount is 50% of the balance including additional fees and will expire on May 20th, 2023.

  Thank you,

  ****

• Initial Complaint

  Date:04/11/2023

  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 have been postpartum since February 17 2023, I am trying to close my account permeantly and getting refunded for two transactions from March 10 2023 and April 09 2023. I can't afford this contract due to being a single mother with a newborn child. On March 15, 2023 a customer service representative stated that they refunded and closed my account which was fraudulent. I would very much appreciate it that this account is closed. I requested my contract and they never sent the contract to my email.

  Business Response

  Date: 04/17/2023

  Hello,

  Member Solutions is the billing company hired by ****** *** *** to administer billing agreement terms which allows customers to pay for services over time. This is including, but not limited to managing all membership cancellations outlined on the membership agreement. 
  

  ******************* current membership began billing through Member Solutions in April of 2022 for a membership with ****** *** ***. On March 10th, 2023, ******************* contacted Member Solutions requesting to cancel the membership due to no longer attending ****** *** *** and because she was considering joining another facility. Member Solutions informed ***** of her existing membership being a term agreement that may only be canceled due to relocation or medical reasons and provided ***** details on how she may cancel the automatic renewal on the current membership.
  At no time during the call did ***** request a refund or a copy of her membership agreement, nor did the Member Solutions Representative inform ***** that a refund would be issued, and her account closed.
  At this time, Member Solutions has canceled the pending automatic renewal scheduled for October 9th, 2023. There are five monthly payments remaining and once made, the balance on the membership will be satisfied, and the account will be closed.
  Thank you
  ****

  Customer Answer

  Date: 05/01/2023

  The business states that I never sent them a request for a refund for the charges that were made by this company Member Solutions. All I ask is to close my account and to refund those two months.Nothing more nothing less...Please view the following attachments in regards to the accusations that I never requested a refund which I clearly did for March 10 and April 10. Based off of those emails I believe that they were overlooked.

   

  Business Response

  Date: 05/08/2023

  Hello,

  I would like to thank ***** for her reply and advise that Member Solutions did receive a written request from ***** for a refund. I apologize for the oversight and thank her for bringing that to our attention.
  

  On April 25th, 2023, Member Solutions returned this membership account back to ************** for any further servicing. Thus, Member Solutions is unable to issue a refund.  Member Solutions is no longer servicing the membership account as it is now closed.

  Sincerely,

  ****

• Initial Complaint

  Date:03/21/2023

  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.

  My daughter was going to *********** in Yonkers, Ny but unfortunately moved and was too far from the school. I called Member Solutions who manages the accounts for the school and told them I would like to pay off the remaining balance of the one year membership so I can close the account. The representative told me the balance from the date of the call to the anniversary (02/11/2023) was $595.00. I paid the amount and I was told thought the account had been settled. However, since February, I’ve received numerous phone calls saying I missed a payment. I’ve sent several emails and have called numerous times to resolved the matter but they still say I owe the February payment as the membership renewed. Their reasoning is that I didn’t give written thirty day notice of closing the account. I’ve advised several supervisors that when I called in October and stated my intention to close the account, the representative did not inform me of a 30 day notice or an email having to be sent prior to closing the account. I last sent an email on 03/07/2023 and have not heard any response. I am looking to have the remaining balance removed and for the account to be closed. Thank you in advance for your assistance in this matter. **

  Business Response

  Date: 03/22/2023

  Hello,

  Member Solutions is the billing company hired by *********** Yonkers to administer billing agreement terms which allows customers to pay for services over time. This is including but not limited to overseeing all membership cancellations outlined on the membership agreement. 

  ************************* began billing through Member Solutions in February of 2022 for a twelve-month membership with ************ Yonkers that would automatically renew in February of 2023. In October of 2022, ****** contacted ** and did pay the remaining balance of the membership for the one year. I retrieved and listened to the recording and **. ******* automatic renewal should have been canceled however the representative missed to do that.  I sincerely apologize to **************** for the inconvenience this has caused.

  At this time, Member Solutions has canceled ******'s renewal with no outstanding balance owed. **. ******* membership account is closed and Member Solutions is no longer servicing this membership agreement. 

  Thank you, 

  ****

• Initial Complaint

  Date:03/14/2023

  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 signed up for physical fitness training with my daughter and shortly after starting my father became ill and passed away. I notified the business that we would not continue as of 1/1/2023. The company continued to bill and now stole over $600.00 that I want refunded. I also have been getting harrassing phonecalls from member soultions asking for more money. I wan this to stop.

  Business Response

  Date: 03/21/2023

  Hello,

  Member Solutions is the billing company hired by *************************** LLC to administer billing agreement terms which allows customers to pay for services over time. This is including but not limited to overseeing all membership cancellations outlined on the membership agreement. 

  ***********************/ ****************** began billing through Member Solutions in October of 2022 for six-months for his membership with *************************** LLC that would automatically renew in April of 2023. After the six monthly installments were satisfied in March of 2023, the automatic renewal was canceled. We are sorry to hear of **. ****** fathers passing but the membership may not be canceled for that reason.  Since the initial agreement was a fixed duration of six months ************** is responsible for the payments that hes requesting a refund of. Member Solutions make one phone call attempt to ************* which was an attempt to update his home address because the letter Member Solutions mailed to him to inform him of the upcoming automatic renewal for the membership was returned to Member Solutions.   Member Solutions has not made any other attempts, be it through phone, email, or mail, to contact ************** since the membership started in October of 2022.
  
  At this time, Member Solutions had ceased all future processing of the membership account for *************************** LLC under ************************  This includes ceasing all communications and future billing attempts toward *************. The membership account is closed and Member Solutions is no longer servicing this membership agreement.
  
  Thank you

  ****

• Initial Complaint

  Date:02/15/2023

  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.

  On August 3rd, 2022 I signed a 6 month gym contract with ****** ** ******* on ********************** in ******* *******. I paid $388 up front which covered the first 3 months. The remainder was $149 for the reminder 3 months. The owner, ****** explained after 6 months of my payment I will be able to cancel without mentioning it would be renewed for another 6 months and not month by month. I got the dates wrong thinking my membership ended in February while it ended in January. I spoke to ******, the owner, on February 14th 2023 at 4:48pm and notified him I would like to cancel. He told me to contact Member Solutions which a payment platform that the gym uses. I called Member Solutions on February 15th, 2023 at 11:20am. I spoke with ******* and was told in order to cancel I will have to pay 50 percent of my remaining balance. That remaining balance would be $745 which means they want $372 to cancel my membership when I never agreed to renew.

  Business Response

  Date: 02/17/2023

  Member Solutions is the billing company hired by **************** ****** *** to administer billing agreement terms which allows customers to pay for services over time.  As this is the case all scheduled payments are processed by Member Solutions for agreements with **************** ****** ***. This is including but not limited to handling all membership cancellations outlined on the membership agreement. 
  
  
  ************************* began billing  through Member Solutions August of  2022 for the membership at  **************** ****** ***.  The initial term spanned from August 2022 to January  2023.  This term then expired and renewed January31st 2023 for another six month term per the initial set up by **************** ****** ***.  Member Solutions sent a notice of renewal on December 8th of 2022 as a notice to advise the account was renewing according to the terms of the agreement submitted to Member Solutions. *************** reached out to Member Solutions on February 15th 2023 to cancel and was informed that the membership had renewed.  **************** ****** ***, as a courtesy does offer a buyout option for early termination, which is 50% of the remaining ******** and that is what was said to **************** 

   

  At this time, her final payment on this renewal will be on July 2nd of 2023 and after the payments are successfully made, her membership will cancel with nothing further due.   

   

  Attached is a copy of the agreement which *************** singed and it also shows the renewal terms.

   

  Thank you