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:04/21/2025

  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.

  An employee and manager at this establishment has been bullying me into cancelling my membership. They are targeting me and stalking me on their security cameras to the point where I feel unsafe to go into the establishment in person nor to interact with them directly. Attached are emails with both the manager of the establishment and corporate, and neither are willing to help. They lied to me (and others based on the reviews left on their ****** maps) about their billing practices and unprofessionalism. Specifically, they lied about 1) access to their amenities 2) that their membership was no commitment so I can cancel whenever I want for no additional fees and 3) the fact that the annual fee would be waived if I got a premium membership upon sign up. I already had to downgrade my membership for $25 due to an employee's targeted bullying, but now I have to cancel because the employee and manager are stalking me on their security cameras and I feel unsafe to step foot in that gym again and want to cancel. I contacted their corporate office and they said because this is a franchise with individually owned establishments there is nothing they could do. I just want to cancel my membership with the establishment honoring the promises they made upon sign up (because currently it is fraud to say stuff to sell something and not follow through with those statements), and have them never contact me again or take screenshots of me on their security camera footage. This has been a very distressing experience and the many negative reviews left on this establishment show that I am not the only victim of their unethical business practices.

  Business Response

  Date: 05/21/2025

  Good morning,

  
  

  Sorry for the delayed response. In regards to the above mentioned Complaint, I just want to state some facts and attach supporting documents.

  
  

  1. This member was simply asked to follow rules that are clearly posted around the club and outlined in her contract. Asking a member to abide by the rules just like the ******+ other members is not targeting behavior.

  
  

  2. The use of amenities is also outlined in the contract. Use of classes, not classroom use.

  
  

  3. The contract is not a 12 month obligation, as outlined in the contract.

  
  

  4. The first page of the contract outlines THE MINIMUM FINANCIAL OBLIGATION for the membership.

  
  

  5. In accordance with state law, a copy of the contract was sent to the member for review with the provision a full refund and cancellation will be granted within 72 hours of receipt if the member does not want to be bound to the terms and conditions. After 72, the member is bound to the terms and conditions. 

  
  

  6. The member was not pressured to cancel; she requested the cancel ON HER OWN and was explained the requirements to do so pursuant to the membership agreement.

  
  

  Attached you will find her cancellation request, the email which shows her not re-racking her weights, numerous signs posted throughout the club, the email explaining the contract's minimum payment obligation, her cancelled membership status,  and the contract verifying all the aforementioned citations. 

  Customer Answer

  Date: 05/21/2025

  [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: 23230903
  
  I am rejecting this response because:
  
  I paid my dues as stated as you can see in the attached document. I also requested an OFFICIAL confirmation that my membership was cancelled, since the manager only sent an email from their personal account that my membership was cancelled.

  I need an official confirmation/receipt from Retro fitness that my membership was cancelled because it was made clear to me that only official documentation will be accepted as the truth, such as the contract you keep referencing in your emails. The manager of this location has ignored my request for this receipt for weeks now, just as they have ignored my complaints about the actions of both themselves and their employees.

  All I want is an official receipt that my membership has been cancelled to resolve this complaint.

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

  
  

• Initial Complaint

  Date:07/10/2024

  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.

  Retro Fitness offers trial pass to use their gym for 1 day before purchasing a membership. I signed up for a trial pass at this location and received the confirmation email. I drove to the gym from another city to try out the gym. The gentleman at the desk said that trial passes were not accepted at the ********** location and I would have to pay $15 to use the gym. I told him I selected this location on the app and the app granted me the trial pass which I showed him on my phone. He acknowledged that I was right, but said he was told not to accept trial passes at this location. He said he told management people were coming with trial passes, but management responded that they would not accept them even though the Retro Fitness app approved them. I paid $15 so my trip to town was not a waste, but this is a deceptive practice. I emailed Retro Fitness but did not receive an answer.

  Business Response

  Date: 07/18/2024

  Good afternoon,

   

  This club has never participated in this particular auto-generated promotion from the app/corporate. As an individually owned business, ownership decides what to participate it. This is why on the website and in the app it states very clearly AT PARTICIPATING LOCATIONS ONLY. OTHER RESTRICTIONS MAY APPLY. The printed out screen from the app that was sent by ***** even says this at the bottom, further proving this point. ***** was also informed should he sign up for a membership that day, that $15 would be credited towards his first month's dues. I have attached the very same photo he sent, with those terms highlighted. 

  Customer Answer

  Date: 07/19/2024

  [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: 21967798
  
  I am rejecting this response because:

  The Retro Fitness website to sign up for a free pass allows you to select the Stroudsburg location and does not indicate that *********** location does not participate in the free pass. If *********** location does not participate in the free pass why are they on the selection menu to receive the free pass? See attachment.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/02/2024

  The ad, which is generic and generated by corporate, clearly states "At participating locations only." as each location is individually owned. 

• Initial Complaint

  Date:02/26/2024

  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.

  To Whom it may concern...My name is *************************** and I would Im reaching out to you to ask you for your help with this matter. I use to be a member of Retro Fitness for some time. I recently begin to have health problems to where I wasnt able to return to the gym for my workouts. I spoke with the retro fitness staff to where an agreement was made to have my membership to be frozen and I'll pay 5.00 per month and then within 3 months they will re evaluate me or ask me if I would like to keep my membership frozen or to unfreeze it. My helath didn't get any better to where I spoke with I believe her name is ******** and when I explained to her that I would not be able to return to retro fitness she explained to me that I would have to pay the annual fee of $***** and i agreeded to pay the *****. At the time I made the agreement i was having difficult time she did worked with me and allowed me to slowly pay the annual fee at ***** a month until its paid in full. I did pay the *****, but then I received a letter from a third party stating that I have to pay a different amount. The third party name is ************ Services ( Master Number FNA322) now states that I have a balance of $255.96. I find this amount is wrong and I did pay the ***** annual fee when I did. I would like to know if you could please help me with this matter to help me have this resolved. I do have my emails that I have with Ms ******** and the agreement that was made between both parties. I could be reached at the following below.My email address is ********************* Mibile Number ************. Thanking You In Advance .

  Business Response

  Date: 03/12/2024

  ****************** never froze or cancelled his membership pursuant to the membership agreement. All he did was write 3 checks for $20 each for his annual fee. The annual fee was due February 17th 2023. His first check for $20 was received the following July. Attached you will see his invoice list showing all his delinquent payments, that first receipt from July, which also displays his balance to that point. Receipt was also sent to ****** so he was aware what he paid and what his balance was. Finally, his membership agreement is attached which outlines the requirements to cancel, none of which he fulfilled. He made no attempt to send us written authorization to make any account changes, and it took him 5 months to pay 1 invoice, while neglecting the others during that time span. If you have any further questions or require further evidence on my part, please feel free to email me at ******************************************** Thank you