Complaints

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• Initial Complaint

  Date:04/05/2023

  Type:Sales and Advertising 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.

  This complaint is for the **********, ** Anytime Fitness at ******************************************************. (This gym wasn't listed in the menu so had to click on an **** one, please forward this to the correct Anytime.) I have not been in the gym since the first week of October, 2022. I froze my membership because I was traveling for family issues and then lost a parent. This hold or freeze, was until April 1, 2023. I went in to the gym on Monday April 3, 2023, the first business day of the month, to sign a form to cancel the membership. I had intended on unfreezing the membership and returning to the gym, but changed my mind. On 4/3 I was charged a $21.30 enhancement fee and a $22.36 membership fee. I have not been in that gym since the first week of October. How can a company justify charging a member $43.66 in fees when I haven't stepped foot in the gym for 6 months? I would like to be reimbursed the $43.66.

  Business Response

  Date: 04/17/2023

  Hello! *************** to complaint 19898258.

   

  We did freeze *****'s account starting in November. Our freeze policy, only allows 3 months to be frozen in a calendar year. However, with *****'s hardships, we decided to allow 4.5 months to be frozen to help her out. 

   

  ***** did come to the gym to cancel on 4/3/23. 

  The enhancement fee that she mentioned, we charged on 4/1/23 (please see the screen shot) which was also the day she unfroze. This is a bi-annual charge that happens every 4/1 and 10/1.

   

  All cancellations require a 30-day notice. Therefore, after signing the cancellation form on 4/3, her 30 days would start on 4/3 and go until 5/3. All payments that are scheduled within the 30 days are required to be paid - as her contract states (please see attachment). This would mean she would be responsible for the payments on 4/4, 4/18, 5/2. However, again, with her situation, we waived the 5/2 invoice. 

   

  I have attached her entire membership contract to this email. 

   

  I also included the screenshot that mentions the contract is valid until cancelled, even without usage. This is listed under Membership Policies #3. 

   

  Please let me know if you have any further questions. 

   

   

   

  Anytime Fitness **********
  ****************************************
  **********, ** 57069
  # ************

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19898258
  
  I am rejecting this response because: I had not been in the gym for 6 months, and staff knew my intent as of March, was to cancel. I had originally planned on returning, which is why I chose to freeze the membership in Nov. vs. cancelling. I don't know how a business can charge a member an enhancement/maintenance fee when the member isn't using the facility. I came in on the first business day in April to cancel, there isn't staff in the office on weekends. April 1st fell on a Saturday, so the first business day of the month was the 3rd. I called to make an appt. to come in on my lunch break and didn't even get office time. I was handed a sheet to sign and got a few minutes to visit outside of the office, no opportunity to ask questions, so I  was very surprised to see a $22.36 charge to my account, on top of the $21.30 they just pulled. This isn't a good way to get or keep members. It is very disappointing to know that members are not appreciated and money is all that matters to a business.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/28/2023

  Staff was under the impression that ***** was continuing her member after the freeze. Regardless, cancels are unable to be active until paperwork has been signed. 

  As our contract states and per the last response, regardless of usage, membership dues and enhancement fees are scheduled to come out unless it is during a freeze time. 

  When ***** came in, the manager was with a client in the office. The manager took a few minutes to give her the cancellation form and explained the procedures. ***** reached out and wanted to set ** a time to stop ** and chat, and the manager agreed. However, ***** never set up a time. 

  We value our members but also have policies we must stand by. This is why all memberships have an initial meeting with a manager to discuss said policies. 

   

   

  Anytime Fitness **********
  ****************************************
  **********, ** 57069