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:12/08/2023

  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.

  As of August 18th, Ive requested to have my gym agreement canceled as Ive been been on bed rest due to my high risk pregnancy. I have sent the local gym emails and text messages dating back to August to cancel my membership due to my disability. I have sent in my leave of absence and disability forms along with my doctors note stating I am unable to do any type of physical excercises. This company is still charging me although it is stated in the agreement, the membership will be canceled due to a medical disability. I have talked to multiple people and called corporate with no resolution. I am looking to have my agreement canceled and a payment of $188 refunded back to my account.

  Business Response

  Date: 05/09/2024

  All letters regarding this Complaint were received by me today.  There was apparently an issue with our **** lockbox.  Email notification would have been nice.  All communication with this customer has been documented, as always.  In the event it still matters, the following is a synopsis/time-line of what transpired.  

  7/16/2023 - Customer voluntarily purchases a 12 month membership at Anytime Fitness.  By way of relevant information, this is a 12-month agreement with specific pricing for 12-months.  Other options were available to the complainant at various other price points.  The agreement is eligible for early termination in the event of "permanent disability," among other circumstances which are not relevant to this matter.  "Permanent disability" is very well defined in the contract agreed to by the complainant.  Everything was explained verbally.

  8/1/2023 - Customer requests her first ********************** assessment to be scheduled the next day.

  8/12/23 - Customer sends a text advising she is able to attend a training session on 8/30.  

  8/14/23 - Customer account goes delinquent for the first time due to a declined credit card.

  8/16/23 - Customer texts advising she needs to update the credit card on file and also explains she comes to the gym at night.

  8/27/23 - Customer texts for clarification on her invoices.  Customer claims she was overcharged in August.  ******** sends a second text later that day advising she is "pregnant and cannot exercise."  Customer sends a third text advising she would like to pay a cancellation fee and cancel membership.

  8/27/23 - I personally responded to customer and explained that the amount she was charged appears higher because of a missed payment and subsequent late fees.  I also explained that pregnancy would not be considered a permanent disability and thus the agreement would not be eligible for early termination.  As a fitness professional I explained the benefits of exercise while pregnant and encouraged the customer to utilize the service she purchased.  

  8/27/23 - Customer texts demanding cancellation, advises she would pay a cancel fee and "come in person to make sure it's cancelled."  (She did not)

  9/10/23 - The personal training portion of customer's service (which she also agreed to purchase) first goes delinquent due to an inactive account.  (customer appears to have closed her bank account.)

  Staff reaches out several times via text ion September asking about pregnancy, and encouraging customer to utilize the service she has purchased.  No response.

  10/3/23 - Two phone calls made to customer.  Both were blocked.

  10/9/23 - Three phone calls made.  All blocked.

  Delinquency continues to accrue through October.  

  10/23/23 - Customer is called, answers phone.  Requests the club's email so she could send a doctor's note for cancellation.

  11/3/23 - No further communication from customer.  Personal Training contract is now over 3 months delinquent and is referred to collections.  Membership remains active but delinquent.

  Multiple texts sent to customer, some automated, throughout the month of November.  

  11/28/23 - Customer finally responds and advises she has had to await her doctor's completion of paperwork.  Customer texts several times later stating she has sent in a doctor's note "multiple times."  Later in the day an email is received from the customer with a doctor's note attached.  The note indicates the customers gym membership is to be cancelled due to pregnancy.  Despite this condition not being a permanent disability, the cancellation request is honored.  

  Personal Training account which was sent to collections well before the cancellation was processed remained in collections until 5/9/24 at which time the debt was forgiven in response to the customer contesting the debt.