Complaints

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

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  Retro Fitness

  118 Pencil Ln Stroudsburg, PA 18360-1192

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  Retro Fitness

  900 Business Dr Ste 106 E Stroudsburg, PA 18302-9101

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:09/09/2024

  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 am writing to file a formal complaint against Retro Fitness regarding an unauthorized and improper fee charged to my account in August 2024. Specifically, a $20 "convenience fee" was automatically added to my monthly payment, resulting in a total charge of $60, although I only authorized my regular $40 payment. No option was provided to pay my normal fee separately from this additional charge, which I believe is a violation of my consumer rights.According to my contract, payments made within a 10-day grace ****** are exempt from such fees. My payment, due on August 21st, was made on August 30th, which falls within this grace ******. The terms of my contract clearly outline this, and those terms control, overriding any other stipulations.I reached out to Retro fitness first via phone, where I was ignored, and told there was nothing I could do, and they even attempted to defend their choice, which I disagreed with, and asked to settle this informally before further escalation. To effectuate this, I sent an email to request a refund and received no response. I followed up again but have yet to receive any acknowledgment or resolution. Despite my attempts to resolve the issue directly and amicably, I am now seeking your assistance to ensure that the $20 fee is refunded and that Retro fitness adheres to the terms of their contracts going forward, and resolves this dispute amicably. I believe this charge is both unreasonable and not legally defensible based on the terms of my contract.Thank you for your time and attention to this issue. I look forward to your assistance in resolving this matter promptly.

  Business Response

  Date: 09/19/2024

  Mr. ******* has already been informed by Retro Fitness Corporate on September 10th that per the *** Financial terms and conditions outlined in his contract, the member authorizes a $19.50 fee to be assessed if any payment is not paid on time. Mr. ******* was also provided a copy of his contract and told where to find this clause. I have attached page 9 of his contract where you will find this clause on line 6. At the bottom of this page you will also find Mr. ********* signature. The words 'grace period' do not appear anywhere in the contract. After 10 days of non payment, a default occurs resulting in a separate fee of $9.50. 

  Customer Answer

  Date: 09/20/2024

  [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: 22263342
  
  I am rejecting this response because:  I understand that each Retro Fitness location is individually owned and operated, and that the corporate office does not handle billing matters directly and is mistaken about their unfair business practices and the legality of them.  However, I would like to address a couple of important points.

  
  Firstly, individual franchises do have the discretion to waive or refund fees as a gesture of good customer service. The **************** location's refusal to consider a refund reflects poorly on their commitment to customer satisfaction. Flexibility in addressing customers' concerns is a hallmark of excellent service, and I believe this situation warrants such consideration.
  

  Secondly, the enforcement of this fee is in violation of Pennsylvania consumer protection laws. Specifically, the Pennsylvania Unfair Trade Practices and Consumer Protection Law (73 P.S. ***** et seq.) prohibits unfair or deceptive business practices. Imposing a service fee without providing a reasonable ***** period or adequate notice is an unfair practice under this law.

  I hope we can resolve this matter amicably. I kindly request that you reconsider the illegality of this approach and process a refund for the service fee. Your attention to this issue is greatly appreciated, and I look forward to a favorable response.
  
  
  Regards,
  
  **** *******