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:07/06/2025

  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.

  When I signed up for Oxford Athletic Club in June 2024, I was told that my membership included 2 free guest passes per month. This benefit was a key part of my decision to join. There is no mention of guest passes in the written contract, but I was clearly told this was part of the ***** Membership I purchased.Recently, I discovered that the guest pass benefit had been removed entirely and replaced with a $45 per guest fee. Guest access is now also prohibited on weekends. I searched all my emails and found no direct or clear notice that this benefit was being revoked. The only communication I located was a vague mass email from June 19 titled Updated Guest Standard, which mentioned guest rates but did not clearly state that the free guest passes had been removed. It was presented as a reminder, not a formal policy change notice.I feel misled and disappointed that a promised benefit could be quietly removed with no clear or individualized notification. This kind of change should have been transparently communicated to all affected members. I believe this was an unfair change to the terms of my membership and reflects poor customer service.

  Business Response

  Date: 07/17/2025

  Good morning the below email was sent out at the end of April then again on June 19th explaining that you can still earn guest passes as a member through our Memebrship rewards program which is perkville. We sent out emails, push notifications through the app and had signage all over the club letting out members know of this option to earn guest passes and how to redeem. We have reached out to this member to ensure they were enrolled and offered to assist in any way possible even go omg them perkville points so they had a guest pass to redeem. Please let me know if you have any other questions. Thank you! 

  Oxford Athletic Club
  
  Dear *** Members,
  As we welcome the summer season, we want to ensure your experience at Oxford Athletic Club is exceptional. Below is a reminder of our updated guest standards, along with how to earn free guest passes through our OAC Perks Plus rewards program.
  Updated Guest Standard
  Day Pass Rates (Weekdays | 8:00 AM 7:00 PM)
  Adults: $45/day
  Children (under 18): $25/day
  Week Pass (7 consecutive days)
  $150 includes up to 2 adults and 2 children under 18
  Guest Registration:
  Members must accompany guests at check-in and provide ID.
  Important Summer Weekend Standard:
  From Memorial Day through Labor Day, guest access is limited to weekdays only. No guest passes will be provided on weekends during this period.
  Please also note: Any guest under 18 must be accompanied by an adult at all times.
  Earn Guest Passes with OAC Perks Plus!
  Join our Member Rewards Program and start earning points every time you visit, refer a friend, and more!
  Join here: OAC Rewards Perkville
  Or, join directly through the app:
  Tap Join Program +50 in the OAC Perks section on the Explore page.
  Enter your email and tap Join Now.
  Check your email and click the confirmation link (look for the yellow box).
  Create your password, then go back to the app to log in via the drop-down menu in OAC Perks.
  Redeem your points for:
   Day Pass  240 points
   Week Pass  800 points
  Thank you for being a valued member of the Oxford Athletic Club community. We look forward to a fun, safe, and rewarding summer with you!
  Warm regards,
  Oxford Athletic Club
  

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair 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.

  To Whom It May Concern:

  
  We are members of Oxford ************ ("OAC"), member ID: *****. Under the
  agreement, each member account has 2 guest passes to use each month.
  On Tuesday, 3/25, at 5:32 PM, I texted my membership advisor do I have to be there
  with my guests upon their entry. Receiving no prompt response, at 6:18 PM, I called the
  front desk to schedule a Zumba class for my friend, and informed both she and her
  husband would use my guest passes the next day. Front desk staff, ***** ***, answered
  the phone. She first told me I need to be there with my guests upon entry because there
  is a guest registra:on form I need to sign. I asked her if she can email me the form to fill
  out ahead of :me for my guests to bring with them so I don't have to be there. *****
  Sim answered yes and confirmed that as long as my friends have the form with my
  signature and their driver's licenses, they can enter without me being there. ***** ***
  emailed me the form to sign aZer the call (see below Exhibit A). I filled and signed the
  form and gave it to my friends Tuesday night. I called front desk later at 8:31 PM to
  reschedule the class for my friend from the 9:15AM to 6:45 PM class.

  
  On Wednesday, 3/26, my friend sent me a message at 6:50 PM saying the front desk
  didn't let them in. ***** *** told my friend that she told me I have to be there with
  them, which was not true. On top of refusing my friend to enter her registered class,
  ***** *** lied to my friends about what she told me. I called the front desk at 7:24PM
  right aZer I saw my friend's message. This :me *** answered the call. I asked *** if
  they refused my guests to get in. He said yes, because I must be there with them. I told
  *** that ***** told me yesterday that my friends can enter as long as they have the
  form with my signature, I don't have to be there, why did she lie? And why did she lie to
  my friends about what she told me? *** then changed the excuse to "because we saw
  your signature on the form but couldn't see your name clearly. We don't know who is
  the main member." I asked him how hard it could be for them to figure out who is the
  main member. The same front desk staff, ***** ***, who registered my guests and
  emailed me the form the day before was there and yet refused my guests to enter and

  lied to them about what she told me re the process. She knows exactly whose guests

  they are, and even if they can't see my name clearly on the form as *** claimed, my
  friends know whose guest they are, your front desk can simply ask and call me to verify!
  My cell phone and email address are both in your system. Their behavior was
  unprofessional, disrespectful, and completely unacceptable.
  On Wednesday night, I emailed their managers, ***** *******, ***** *******, and ****
  ********** (see below Exhibit B) to complain about this unprofessional and ridiculous
  behavior. 

  
  On Thursday afternoon, 3/27, ***** emailed me to schedule for a call for Friday or
  Monday. I responded to him that we are available 1:30-2:30 PM on Friday 3/28. I didnt
  receive any further communication from him. (see below Exhibit B)
  On 3/28, I did not receive any communication from ***** **** I responded to his
  request to schedule a call, nor have I received a call from OAC within the :me frame
  provided in my 3/27 email.

  
  My concerns regarding the poor service and unprofessional, disrespectful and possibly
  biased behavior of OACs front desk as well as the unreasonable deprivation of my
  members contractual right of using guest passes remain unresolved, and this failure to
  follow through at their managerial level only further exacerbates the situation. I feel
  that my only remaining options are to escalate this matter further.

   

  As members, we have 2 free guest :ckets to use each month. Because they wrongfully
  refused my guests' entry on 3/27/2025, my guest :ckets will be expired without using
  for March. Due to their disrespecaul and unprofessional customer service,
  misrepresenta:on of services, and lack of communica:on, I request that (1) they
  carryover the two unused guest :ckets to the next month; and (2) their manager in
  charge needs to provide us with a reasonable explana:on and resolu:on for their front
  desk's unprofessional and biased behavior and poor customer care, which are not
  aligned with the expecta:ons and core values set by the club.
  

  Thank you for your ahen:on to this *****.
  Best,
  ***** **** & **** ****

  Business Response

  Date: 04/08/2025

  We had a follow up meeting with ****, ***** , Monday at 1:30pm. We took in all of ******* feedback apologized for any confusion regarding our guest standard. ***** is clear now we coached our front desk team and carried over 2 additional guest passes for the inconvenience.

  Thank you and please let me know if you have any other questions. 

   

  Carolina 

  Customer Answer

  Date: 04/08/2025

  [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:
  
  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:06/16/2024

  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 had a gym membership with the Oxford Club for approximately 2.5 years. I’ve attempted to cancel my membership verbally and in writing several times and they refuse to cancel and continue charging my credit card. I’ve canceled a credit card in attempt to have them stop charging me, and that still hasn’t worked. They continue to charge me monthly, I have not used the facility for approximately 1-2 months before my initial attempts to cancel. They have charged me twice since my formal request to cancel.

  Business Response

  Date: 06/27/2024

  Hello we have reached out to **** to process his refund. There was a miscommunication which is why he wasn’t issued it out initially. 
  

  we have left another message for him and are waiting to hear back.

   

  Thank you,

   

  Carolina