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:06/28/2023

  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 completed a 16 week challenge with CKO facility located at ********************************** Staten Island NY. I was told in order to cancel I had to mail a certified letter along with my attendance log as proof that I attended the gym 3x per week in the 16 week. On May 16th I requested to cancel my membership and mailed requested documents to *******************************PA. I was informed that if I was charged after my requested cancellation date that I will be refunded as it takes time to process or receive my request via mail. However, its been more than 1 month and I am still getting charged and I am unable to speak with anyone about this issue as the gym where I attended classes keeps redirecting me to ************************** I received and email that my account is past due and I will be charged a late fee. I emailed them back and received an email from ***************** advising me to call ************. I called them spoke with ****** who told me to just email them about my membership and she didnt have a contact number for me to call. I think this is very frustrating and unprofessional that a company will only allow communication via email and not calls to address billing situations. It is not fair when as a customer did exactly what was expected and now when wanting to cancel no one seems to know or respond to emails as to whats going on. I had to file dispute with my bank as this is not acceptable. I was charged $103.46 plus $20 on 6/16 and $103.46 on 6/20. So I would appreciate a refund. I hope we can address this accordingly so no legal actions will need to be filed.

  Business Response

  Date: 07/21/2023

  Hello. *****'s account was cancelled. Her mail got lost, but we accepted proof of her successfully completed challenge via email to expedite things. I've attached screenshots confirming her account was cancelled, charges refunded and that we notified her. The refunds were then cancelled by the merchant service provider bc she had already submitted chargebacks and received her funds. She has her money and account is cancelled. There is no justification for any further dispute.