Complaints

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

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  ATC Fitness

  6600 Stage Rd Ste 130 Bartlett, TN 38134-2867

  
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  ATC Fitness

  6050 Airline Rd Arlington, TN 38002-4895

  
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  ATC Fitness

  8130 Macon Station Dr Ste 113 Cordova, TN 38018-5806

  
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  ATC Fitness

  2991 Canada Rd Lakeland, TN 38002-4700

  
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  ATC Fitness

  3040 Forest Hill Irene Rd Germantown, TN 38138-7850

  

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:11/19/2022

  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.

  I had a Senior male employee try to open the door to one of the massage chair rooms during the month of February 2022. This Senior male employee is probably in his 50's. And he vacuums the carpet a lot. When I emailed, ******************************* on March 15, 2022 about this harassment. ******************** would not look at the video by the massage chair rooms. I also email customer service for ATC about my experience. I should be refunded the full amount of my membership. And also, receive a financial settlement for the harassment that I received at ATC ************. One of the employees, ****** told me that the employee that tired to open the massage door on me. That he was a nice employee and probably didn't mean anything by trying to open the massage chair door on me. This situation scared me very much. I had a pain attack in my car. I also had this same employee come up on me while I was on a treadmill. And ask me what my hand fan was. I was watching a video on my cell phone and had ear pods in my ears. I have emails from February 2022 thru April 2022 documenting the harassment that I experience. Also, ATC Fitness ************ only had male employees in the mornings. These employees were constantly going into the ladies locker room to clean. I would walk into the ladies locker room. And a male employee would be in there a lot, cleaning..I have an email from March 15 2022. Begging Mr. ******************************* to help me resolve this issue. Also, letting **************** know about this Senior employee asking me about my hand fan while I was on a treadmill. The same Senior employee who tried to open the door on the massage chair room that I was in.One of the last emails is from and to ****************** Relente. Some of the male staff at ATC told ****************** that I was bi-polar. I am not. I told the staff that I suffer from depression and anxiety. I can get written documentation from my doctor stating so. And also, stating that I am not bi-polar. Just because I would come into the gym and smile and say hi to the staff. Or make some small chit chat with them. Doesn't give the staff the right to try to open a massage chair room door on me. While, I am laying down. Or to get up on my while on a treadmill.I am a 51 year old woman who is a wife and mother. I was just looking for somewhere clean and nice to exercise in my community.

  Business Response

  Date: 11/22/2022

  BBB, thank you for forwarding this on to us.  We had a discussion back in April with Mrs. **** about her concerns.  All of the ones listed above were addressed with her and we came to a mutual agreement that it would be best for her to continue her fitness journey elsewhere. We also refunded her April dues at that time.  We did an investigation of the actions Mrs. **** brought to our attention. The employee that tried to open the door to the hydro-massage room (that has windows and is not private) did so as a complete mistake.  Not many of our members close the door to the rooms when they are in there. So, when he walked by and tried to open it back up, he did not notice that someone was in there. To address talking to her while she while she was on the treadmill, that it part of his job.  To walk around and make conversation with members to help keep them engaged and if they have any question that can be answered.  As to the male employees cleaning the bathrooms/locker rooms, we put up signs every morning before they enter the room as we also make sure there is no-one in there before they enter.  Again, that is part of their job to make sure those areas are clean and sanitized.  Unfortunately, since this was handled back in April and a refund was already issued for the April payment, there will be no other money refunded.  Thank you. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: The *** Senior Employee, *****? who tried to open the door to the massage chair room. Admitted to me at the desk that he "shouldn't have done that." As in trying to open the door while I was laying down. And this same Senior Employee said to me, "I just wanted to make sure that the massage setting was ok for me." And laughed. Really! I am not stupid!  Also, if you look at the video again. You will see that employee, *****? stopped and looked at me through the glass door. And then tried to open the door.  I still don't understand why these doors have glass doors on them anyways. The massage chair rooms were supposed to be a place to relax. There is no reason to have those doors to have glass in them to where other gym employees and gym members can see through them. 

  I am not surprised by another email full of lies. This is ATC Fitness way of handling things, lies and more lies. Also, if you check the video and other videos. The time that I was a member of ATC Fitness ************. I never saw anyone go into the massage chair rooms and leave the door open. While, they were laying down relaxing. Also, it is very easy to look at the computer at the front desk. To see what massage chair rooms are in use by gym members.  I don't except this as a reasonable answer to the issues for the massage chair room. ***** was looking for another reason to get up on me. The video by the treadmills needs to be check during the time of my membership. ***** did come right up to the right side of me while on a treadmill. And pointed to my fan. There is video proof of this. 

  When a gym member is watching video on their phone with ear buds in their ears. And not making eye contact with anyone. That isn't the time to walk up on them on a treadmill and ask them what is that? When clearly it is a fan. Or ask any questions. These employee know what they are doing. That isn't being friendly. That is harassment.  I didn't sign any papers to agree this is settled. Refunding me one month of membership for ***** is shameful. For all of the upset and panic attacks that I had. I had two panic attacks in my car in ATC Fitness parking lot. I had to calm myself down to just drive home after being harassed at this gym by *****?.

  I sometimes tell people that I have depression and anxiety to help others. To not be ashamed by it. My mother died 20 years ago the same way that *******************, the country singer did this past summer. I also almost lost my only child to suicide back in 2015. Which, I have documentation to proof these life events.  I am not crazy. I take medication due to these horrible events in my life. I have never put this much detail of my personal life out on social media. And, I shouldn't have to. To get a full refund and money for the harassment that I received while I was at ATC Fitness ************, **. I came to ATC Fitness to try to be in a calmer environment than when I was a member of Lifetime. I never had these issues with the staff. They would smile at me. And leave me alone.  It just got to busy and big at Lifetime for me.

  ATC Fitness male employees will continue to harass and bother female members because the owner refuses to admit and fire these long term employees. ****** should be fired too.  Also, when ATC Fitness ************ was looking for new employees. I find it interesting that they only hire a man.

  This is an example of the good ole boys club behavior in 2022. 

  Business Response

  Date: 12/01/2022

  I understand that it is tough to share yourself online or in a BBB review that you opened.  I'm sorry that you feel like you had to open this case.  However, I will not apologize for our employee, of multiple years, and a good one at that, for doing his job.  Since you have already mentioned his name, I will continue.  ***** does a great job for ATC, and you are the first person to ever reach out and say anything cross about him.  Which, really, what you said was that he was being a good employee.  When you were talking about him trying to "get up on you", I found that deeply offensive.  Part of his job is to walk around and talk to people on the floor.  I'm 100% confident that the last thing on his mind is to "get up on" the members.  That is a rude statement.  So, again, we gave you back your April payment back when you left, there is zero other dollars coming back to you in any way.  **** care.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: I find what you have said very offensive. You can lie as much as you want. But, the fact is I was harassed by *****. He did try to open the massage chair room door on me. While, I was laying down trying to relax. ***** did look at me through the glass door. It is on video. And ***** said after I was done in the massage chair room that he wanted to make sure that setting was right on the chair for me.

  As I stated before, ****** lied to me when I ask if ***** was the name of this employee. ****** looked me in the face and said, no. That man's name wasn't *****.  I may be the only one who has complained about *****. But, that doesn't' mean that ***** hasn't harassed other members. I saw ***************** up on a young girl one day when I was in the gym. This girl could have been his daughter. She was that young. That is also on video. Just because someone is afraid to say something doesn't mean that it didn't happen. It took me until now to report what happened to me to the BBB. And I am a 51 year old woman. I was afraid to tell what really happened to me at ATC.  I was horrified that I was treated this way. And it will continue to happened since you refuse to admit what happened. Again, there is video proof of these situations happening. You can lie to me. But, you can't lie to God.

  ***** wasn't being friendly. He was harassing me. ***** came up to be from behind me while I was on a treadmill. And point to my fan and asked me what is this? This line of telling your employees to walk around and be friendly is a sorry excuse for their behavior. I find you very offensive and *******. That care more about your Senior male employees. And have young employees like ****** covering up for the Senior male employees behavior. 

  It is common sense to leave gym members alone when they are looking down at their phones.  Listening or watching a video with ear buds in their ears. ATC Fitness is the only gym where employees actually did this to me. 

   

  Business Response

  Date: 12/02/2022

  Being friendly to our members is not an excuse, it is called customer service.  All of the employees that work for ATC fitness over its 18 locations are expected to give good customer service.  Since you felt that this was intrusive, then maybe we have reached the correct level of a member/gym relationship.  You seem like you are happy elsewhere, and we are ok with that.  When fitness centers create an identity, we know that it may not suit everyone.  That is why there are options for the member to choose what might suit them best.  I want to stress again.  Atc, nor *****, were wrong in any customer service that was given during your time at ATC.  We wish you nothing but the best moving forward.

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: ***** should have never tried to opened the door to the massage chair room. That is harassment. That isnt being friendly. ***** coming up on me from behind while I was on a treadmill. To ask me a stupid question, pointing to a fan that I had on the treadmill. And asking me what is this? That is an sorry excuse to bother someone. As I have stated before.  I was looking down at my phone with ear buds in my ears. All of these situations are on video in the gym. However, the owner keeps making sorry excuses for his employees harassment towards me.

  Many people come into a gym to be left alone. To get some time to themselves. I wasnt able to get that time alone at ***. I wanted to come into *** get on a treadmill and zone out. Relax and watch my own programs. I wasnt able to do that. Because, ***** wouldnt stay away from me. Nor, would the Senior employee with the leg brace. 

  When I asked ****** if that employees name was *****. ****** told me no. And I responded, I though that his name was *****. And ****** stood at the front greeting desk and just looked at me. And let me stand there confused. 

  There is definitely documentation on BBB. Where the same written tactics are used when handling these type of situations from the *** owner. Honestly, I find this whole situation very sad. That he cant be man enough to protect the female gym members. And that he is more concerned about his friend and employee, *********** 

   

  Business Response

  Date: 12/06/2022

  Mrs. ***** We sincerely wish you the best this holiday season. 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18440270
  
  I am rejecting this response because: The owner is using his same tactics in avoiding and not owning up to the fact that I was harassed at the ATC fitness gym in ************, **. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2022

  Merry Christmas!! 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18440270
  
  I am rejecting this response because:  I knew that the owner would send this type of message. This will be the last time that I respond to the ATC Fitness owner. I have better things to do than deal with a liar.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/27/2022

  Type:Order 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.

  You are not able to call and cancel, appear in person and cancel, or cancel through their website. I just spent over $30 to send them registered mail, which is what they require to cancel. I am sure they count on the lucrative benefit of making it so inconvenient to cancel that they get a countless number of monthly payments to line their shady pockets. Horrible business model. They deserve a class action lawsuit.

  Business Response

  Date: 09/28/2022

  Hello. Im not sure where you got your information on how to cancel but your explanation of only being able to complete that with certified mail is incorrect. It clearly states on your agreement that you can in fact cancel your membership online. It is done thru a portal that links your account directly to our billing services. The reason you cannot call or cancel in person is that we need a time stamp of the cancellation and the written approval that you in fact want it cancelled. If you no longer had your agreement to reference this info, we would have gladly given it to you. Thank you for choosing Atc as your fitness provider and we hope that where ever you end up on your fitness journey, that you find what your looking for.  There will be no refund given. 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18138975
  
  I am rejecting this response because: I have attached a page that I printed from the *** website that states that the way to cancel is by registered mail. (see 4th line of 1st paragraph).
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/03/2022

  I just want to re-state that certified letter cancellations are only "one" way you can cancel an ATC membership.  We have posted on our website, as well as on the front of our agreement, how to cancel your agreement through email.  We also have a procedure now where you can cancel on www.myiclubonline.com.  We do not have any notes on your account showing where you asked about any of those options.  I'm sorry that you paid that money for the certified mail.  The only thing I can do for you at this time is Zero out your last payment that falls in your 30 day cancellation for you and your wife, and make sure you are cancelled immediately. Thank you for your business.  

• Initial Complaint

  Date:08/29/2022

  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 cancelled my gym membership in the summer of 2020, and despite being given verbal confirmation that the membership was cancelled, I discovered a year later that was not actually the case. When I called to resolve the matter, they had no record of the membership being cancelled, and refused to cancel the account over the phone. I believe I was intentionally mislead and I regret ever doing business with ATC Fitness. I would love to be reimbursed for the membership fees that I clearly didn't use (as I moved to a new city), but I primarily want to warn other consumers that this business acts unethically.

  Business Response

  Date: 08/31/2022

  Thank you for reaching out to get some clarity.  Nowhere in our cancellation policy does it state that a cancellation can be done verbally or confirmed verbally.  It does however state that a cancellation must be sent in either email form or cancelled through Myiclubonline.com by filling out the correct fields.  The reason those two options are the only ones we use is because it creates a time stamp and proof of the intentions to cancel.  So, at this time I cannot offer you a refund based upon the claim of having a "verbal" confirmation.  I can cancel your account at this time but again, there will be no refund.  Thank you

• Initial Complaint

  Date:08/12/2022

  Type:Product 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.

  My wife and I were members of ATC Fitness in *********, **. In February 2020 when COVID was declared a health emergency we went to the facility in Arlington, turned in our tokens and said we were dropping our membership. They said sorry to see you go but we understand. Since then we get periodic letters saying we owe them money and we havent been in the facility since February 2020. My wife has Alzheimers and didnt notice that they are still charging her credit card. Wed like a refund of the charges since February 2020

  Business Response

  Date: 08/15/2022

  I apologize.  We do not have a *********************** in our system.  Did you happen to sign up using a different first name?

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17707321
  
  I am rejecting this response because: our names in the *** SYSTEM are *** and *********************. We lived at ********************** in *********,** when we signed up. We turned in our entry tokens and dropped our membership when COVID was declared a National Health Emergency. We have not been in an *** facility since then and we moved to ************ over a year ago. My wife has Alzheimers and I didnt notice until this month that *** has been charging her a monthly fee for over two years. I want a refund for those charges
  
  ****************************/*******************

  Business Response

  Date: 08/22/2022

  Thank you, I have now located you in our system.  From time to time, we have had people contact us thinking we are the gym they are a member of, but they happen to belong somewhere else.  I have reviewed both accounts and I do not see any notes or documents showing that you or your wife cancelled the memberships using our easy-to-follow cancellation procedures.  Our cancellation procedures state that an email must be sent to ****************************************** or a certified piece of mail be sent to our home office.  The reason for this is so there is a time stamp as well as the actual intent of cancellation.  Unfortunately, just dropping off your key tag does not cancel you from this membership.  Again, another reason for the procedures.  At this time, I am going to be cancelling you and your wife's membership.  However, there will be no issue of a refund. We wish you the best moving forward with your fitness journey.  

  Customer Answer

  Date: 08/22/2022

   
  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. Thanks for helping. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2022

  Type:Sales and Advertising 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 establishment makes it impossible to cancel a membership. You can not cancel in person or by phone. You must fill out a form online to submit for cancelation. It does not generate an automatic response email and they never respond giving the membership holder no record of the request. I have not visited the establishment since covid started in 2019. My wife and myself have been charged every month for the last 3 years without using their services. I had to change my bank information to stop being charged. I have now received a collection notice attempting to collect membership dues for an establishment I no long visit. I want both memberships canceled and the collection stopped. ATC fitness ******* ** has charged me 3 years of dues for nothing and I will not pay any more.

  Business Response

  Date: 07/13/2022

  We have been in touch with this member about his cancellation. He admitted to have never sending in a formal cancellation. We have noted on his account in 2021 where he inquired about how to cancel and we provided him with that info. However, that process was never initiated. Also, the cancellation of a bank account to avert paying does not make the agreement cancel. It only makes the member go delinquent because they havent paid. This also applies to non usage. Just because you arent using the membership does not make it cancel. We possibly have the easiest cancellation process in the fitness space. You can send an email directly to the billing company using the information provided to match you up with your specific member number. Or, use the website provided on your agreement paper work to log in and cancel the membership online. Both are very easy to use. Like I said at the beginning, this member is being contacted and we will be helping him as best we can from this point of the situation. 

  Customer Answer

  Date: 07/13/2022

   
  Complaint: 17558894
  
  I am rejecting this response because: I never received a response from my cancelation request in 2021. I would have gladly followed the process. The only thing I admitted in my response to you on ******** is I have no proof of my attempt to cancel because the request I submitted did not receive a response. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/13/2022

  Someone is reaching out to you today to let you know how we can rectify the situation. We have your email from 6/24/2020. The manager at that time received it and put in a note on your account that she responded. I have no way of proving that because it was over two years ago and her email has been removed since she is no longer an employee. So the only thing I know to do now is have the new manager reach out to you and handle the situation the best way possible. Hope she is able to speak to you soon. 

  Customer Answer

  Date: 07/16/2022

   
  Complaint: 17558894
  
  I am rejecting this response because: I still have received no contact from anyone regarding this issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2022

  We have talked to **************** directly again and resolved the issue. 

  Customer Answer

  Date: 07/22/2022

   
  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,
  
  *************************