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:01/07/2025

  Type:Order 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.

  The gym will not let me cancel, even tho the gym closest to me has closed downed and the other gyms are far from house.

  Business Response

  Date: 01/07/2025

  To whom it may concern,

  Mr. ***** signed a 12 month agreement with us August 13, 2024. Mr. ***** was thoroughly explained the rules and regulations of the agreement and the cancellation policy at the time of his signing. He is under a contract agreement with us until August 13, 2025. We have reached out through email several times to Mr. ***** letting him know that he’s not eligible for cancellation under the contractual term and/or the cancellation policy. Mr. ***** is very upset that we will not make special arrangements to end his contract with us since he doesn’t want to complete it. We always strive to ensure our members understand the terms in which they are agreeing too. I have attached a copy of his contract with us.

   

   

   

   

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Based on my contract with DHF, LLC, DBA Dynamic Health and Fitness, the agreement is explicitly tied to the location at 364 Longs Pond Road, Lexington, SC 29073, as referenced throughout the document. Since I entered into this contract specifically for this location and there is no mention of access to other locations, I believe this contract does not apply to facilities elsewhere. As I am no longer able to utilize the services at this location, I request cancellation of my membership in accordance with the terms outlined in the contract. 
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/14/2025

  Mr. *****, 

  We are well within the rights to hold you responsible for the agreement. Although the agreement has Longs Pond location, please refer to the agreement section 8-B-3. Which states "The member's permanent relocation to a residence over 50 miles distant from an outlet operated by the center, if the center is unable to arrange for the customer's use of another center with equivalent major facility and service" Meaning we provided the Charter Oak facility which is only a five mile distance from the Longs pond location. As we stated, we are taking each membership on a case by case basis. You are no eligible for cancellation but as a courtesy, we will process the cancellation due to the inconvenience of traveling to a new location. 

   

  Customer Answer

  Date: 01/15/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/28/2024

  Type:Billing 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.

  I went into the Dynamic Health and Fitness gym on Charter Oak Dr on 11/21/23 to cancel my membership. The guy working the desk and the supervisor both agreed that I could cancel as long as I paid off the remaining balance of my membership. I agreed and paid a lump sum on that date. I have an screenshot from the Club app transaction history page.
  
  Fast forward a few months and I started getting charged again. I looked at my contract to see if I could figure out what was going on. In the contract it said I had to provide written notice to cancel. I was ticked off to say the least that the employees didn't tell me this was required, but I sent a letter to cancel my membership and my son's membership on 8/10/24.
  
  Dynamic is still charging me for both memberships. I went back to the Lexington gym on 10/16/24 to ask Dynamic to stop charging my credit card. The lady working the desk said that she couldn't even find a membership in my name on the system so she has no idea why I'm being charged. She told me that I have to send an email to a Dynamic email account now in order to get my membership canceled and charges to stop.
  
  Dynamic is still charging my credit card. If I remove my credit card from my profile, they’ll send my account to collections, so I don’t know what else to do to get this fraudulent behavior to stop.
  
  I have a screenshot of the transaction from November 2023, the letters I sent in August 2024, and the email I sent in October 2024, but the size is too large to upload on this dispute.

  Business Response

  Date: 11/04/2024

  We received Mr. ***** written notice requesting cancellation and processed his cancellation. The payment he made in November 2023 did not fulfill his contractual terms. He signed up for a 24-month agreement, and has made 24-monthly payments. Therefore the charges are not fraudulent. We have proof of this but it is saying the file size is too large to upload. 

  Customer Answer

  Date: 11/06/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:05/03/2024

  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.

  Dynamic Health and Fitness entered into a contract with my 14 year old minor son and started billing a debt card he had in his possession. I am the card holder and did not approve any of the charges they have applied. When contacted, they refused my request to stop billed my account. They told me I would have to write a letter to corporate. I have incurred at least $300 in overdraft charges from my bank in addition to the monthly charges they apply because they refuse to stop billing the account. I am the card owner and authorized user. They card was in my sons possession for emergency use. I did not approve any charges they applied to my account and my son, as a minor did not have the authority to enter into an agreement with the company on my behalf. They should have verified they card and name in the card and requested approval from me the account hold and not a minor.

  Business Response

  Date: 05/04/2024

  We have tried to find your membership and your son’s membership and we have not being able to locate either account. We have tried using the email and phone number that was provided as well as the last name. Your address is listed in Georgia, so not sure if you have us confused with another company. Our policy is in place where we cannot sign up a minor unless they are physically accompanied by their parent/guardian so what you are stating would be impossible at our company. I have tired emailing you and calling you to figure this out and have not received a response. 

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In June, ahead of my 30 days remaining on my PT contract, I emailed requesting to cancel my PT services. I also had a telephone conversation regarding this, which explained I had one more payment, which I agreed to. However since then, they have continued to take out $25 per week from my autopayment, and refuse to return the funds. They offered me credits for PT appointments I cannot use. Then today, they withdrew more money for PT services. I contacted them via email, again and advised I would be contacting BBB and state licensing board to file a complaint. I could not even find them registered on the state website lookup. So I had to file a complaint that they were not even registered. I want my funds returned. Please see the attached email chain.

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service 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.

  Beginning on July 5, 2023, I have been requesting that two memberships be canceled due to moving out of state and not having any business locations nearby. Phone conversations with the location that was the “home” facility were met with unwillingness to assist. I was able to track down an email address and requested cancellation on July 6, 2023 and was assured that a reply would be received within 2-3 business days. As of today’s date, a reply has not been received acknowledging cancellation request. **************@dynamichealthclubsc.com

  Business Response

  Date: 07/27/2023

   I have attached the email threads from ***** (******) **** to our member services department. As you can clearly see in the email thread ***** (******) **** emailed the member services department on July 6th, 2023, at 5:06pm with a request for cancellation of both her and her husbands (James ****) memberships. The member services department responded the next day on July 7th 3:21pm acknowledging the request and asking the why the member wanted to cancel as both of their memberships were still under contract and not eligible for cancellation at this time. ***** (******) responded to that email the same day on July 7th 3:23pm stating that she was moving out of the area, and they were no longer going to be able to continue their membership. The member services department responded the same day on July 7th at 3:40pm acknowledging that she would be eligible for cancellation if she was moving outside of the 50-mile radius as stated in the contract that she signed. Member services requested her to provide proof of relocation, to check the validity of the cancellation request.  Exactly a week later on July 14th at 5:15am she responded to the previous email asking for an update on the status of cancellation. Member services responded on July 14th 12:43pm acknowledging that prior email that ***** (******) sent. Member services stated in this email that ***** (******) did not respond with the proper proof of relocation for moving 50 miles outside of the area of the gym. Member services representative asked again for ***** (******) to provide proof of relocation as stated in her contract. Six days after the previous email on July 20th at 10:45pm ***** (******) sent an email to member services stating that due to "no email acknowledgement" ***** (******) stated that she was closing her and her husband's accounts. This is blatantly obvious that the member services department not only responded to ***** (******) ****'s emails but also provided the proper ways to cancel. ***** (******) on three of the emails completely ignored the requests for providing proof of relocation as well as the member waiting six to seven days to respond to the emails. Dynamic Health and Fitness does not and has not purposefully withheld memberships from cancellation and we want every member regardless of wanting to cancel or not to have the best experience possible with our company. 

   

  I have attached both members contracts as well as the email thread between ***** (******) **** and member services. The attachment labeled ***** **** third email is the attachment with the email thread.

  Customer Answer

  Date: 07/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  No such response has been received advising what documentation is needed or to confirm cancellation. Also, attachments shown are the attachments I originally submitted. There are no additional documents. 
  

  Regardless of the above, proof of address will be emailed to cancel memberships. 
  
  
  It may help the business to alter the way they speak to people. Decency and kindness go a long way. 
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 07/27/2023

  The attached documents are something you cannot reject. They are legitimate email threads that show the communication between you and our member services department, the attachments that you provided are the beginning of the email thread and the end of the email thread. It is absolutely ridiculous that you would purposely leave out the responses from our member services department to cast the illusion that they did not respond to you. This is not a debate, and this is not subject to opinion. This is clear in the images attached, which are time stamped with the dates, times, and responses from both you and our member services department. For some reason you did not look at the attachments thoroughly as this was a zip file with six other attachments showing each response from you and the member services department. This might be easier to see what I have attached this time which is the screen shot of the entire email thread with your responses each time from member services. Clearly you forgot that you sent the original emails from what I assume is your work email, maybe that is where the confusion is on your end. We will be happy to process the cancellation of your membership once you have provided proof of relocation! 

• Initial Complaint

  Date:09/20/2022

  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 contacted DF during the Founders Lock in rate special. I was told I would be charged a $20 membership fee to lock my monthly rate as a founding member. My monthly dues would be 19.95 a month unless I wanted an upgrade bc I preferred 24/7 access. I was informed this was $5 extra. So my monthly rate would be $24.95. I was informed no other fee would be charged. At no time was a service charge $1.99 mentioned. The rates charged were slightly different than disclosed but I did not complain as the following charges appeared: July 13- $49
  July 21- $25.99
  August 22- $25.99
  Then September 13-$49
  September 20- $25.99
  
  After being charged $49.00 in September I called DF in Moncks Corner and was informed it was a lock in yearly fee and they would see about having this reversed. I explained that I have not been to the gym as that was why I paid as a founding member in July to lock the rate in and at no time was so informed of any other lock in rate. I have not signed nor received any contract as of the date I called. I am on disability and told the person I had prior commitments throughout the Fall so I would be unable to physically come there until after my obligations lifted & was the reason for being a 'founding member' lock in rate. A week later after speaking with the man on the phone my account was charged again for September $25.99. This is unacceptable and I have no desire to become affiliated as a founding member or member of this establishment. I planned to attend for my health/stroke therapy, on a very limited income so to have charges appear on my account after non-disclosure when I disputed the amounts is a poor business practice. I would like all fees charged $150 (fees minus the initial agreed Founders Fee charged) that have been deducted from my account returned immediately via US postal mail service as I have never activated any entry code nor stepped foot in the establishment nor signed a contract agreement via electronic, in person or otherwise.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/21) */
  This is the first-time management or member services has heard anything from *****. She has never once attempted to contact management to discuss this matter. The fact that ***** never attempted to contact management or member services and went straight to the BBB is what's unacceptable here. We were never given the chance to help resolve this matter.
  
  After investigating *****'s claims, her statement is misguided and misleading.
  
  The $1.99 fee was clearly explained. When any members sign up using their credit or debit card for their monthly fee, our billing company charges $1.99. That is why we encourage most people to use their checking or savings account for their monthly fee. ***** chose to use her debit card and was informed there would be a $1.99 fee charged by our billing company.
  
  ***** joined on July the 12th. It was clearly explained to her that there was a $49 processing fee upon her joining. ***** was also told that her membership due date was on the 20th of each month and her first draft was on July 20th.
  
  The $49 fee in September is our Rate Lock Fee that all members pay once a year to lock in their rate for life. The first-Rate Lock Fee is 60 days from the date that all members join and the same time once a year thereafter. This was clearly explained to her and is also outlined in her agreement that was absolutely emailed to her on July 12th. It was emailed to the email she gave us to put on file. This is the email she provided us, **************@gmail.com. Again, she has had a copy since July the 12th that clearly outlines all of the things she agreed to. At no time did any employee tell her that, "they would see about getting reversed." She was told the exact same thing we are explaining to you now.
  
  Nothing we have done is "poor business practice." ****** was clearly explained every aspect of the agreement, she gave us her consent on every aspect, and she has had a copy of her agreement since the day she knowingly and willingly joined.
  
  At this point, this is nothing more than a weak attempt to get out of her agreement by lying because she hasn't used the facility. She is taking her personal problems out on us. We understand that people have personal things that sometimes happen. That is why we have our member services department to HELP our members. ***** has never once attempted to contact management or member services even after being given the contact information to do so.
  
  We stand behind our policies and procedures and we stand behind the fact that absolutely did nothing wrong in this situation.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was NOT informed about any second $49 lock in rate bc I would not have agreed to paying 2 lock in rates. Otherwise what was the purpose for paying the FOUNDERS LOCK IN RATE to "lock in" when it was disclosed to join back in July(?). I DID contact to discuss this matter and spent 10 minutes on the phone (September 14- 2:02pm)with a manager that said he was new there and not there in July. He did say he would see what he could do. He said it was a call in contract and I did not sign in person or electronically.
  I have the phone records to prove my claim and contact dates. The other 2 times I contacted was September 20- @8:08am and 8:31am both times in which no one answered the phone). I would attach but there is no option for the response. They are available. This is about disclosures. You don't reference being sent a contract to read after the fact where verbal omissions blatantly or in error occurred. That is why I have absolutely no desire to become a part of Dynamic Fitness member either as a patron or employee/contractor (as That was discussed with Sophie). For this company to state I did not contact them and call me the liar is proof enough for the public to see how this company conducts a bait and switch tactic while causing stress and financial hostile strangulation when they can readily research that no activation or entry upon the establishment has been made by me nor have I signed any contract in person or electronically. I never agreed to any second $49 lock in rate being extorted from my bank account.