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:06/03/2024

  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.

  For anytime fitness on kingston pike in farragut, not listed as an option. In 2023 my family (myself. *******, my husband and my dauvhter) started a membership. From the 1st day I told them I was having major surgery in october. I wouldn't be able to work out, and ny family would ve taking care of me, I couldn't be alone and they would take turns between work they would take shifts. A few weeks later our 1st payment was due, it came out the wrong day. It came out 2 days early overdrafting my account. I texted **** to which he ssid he would change the dates, he didn't change all of the accounts just 1 so again in a few weeks the amounts came out again this time 3 days early. Every time that happened I was charged 30 for bleach incident. This fid bot include the other things that came out after they overdrew my account. Some weeks I was charged 175 to 200 in overdraft fees. I texted **** again, this can't keep happening. They assured me it wouldn't again. 2 weeks later, amount comes out 3 days early again. 3 days early abother 150 in overdraft fees. This continued until I placed a stop pay on our account. But, october comes along. I reminded them 3 days before that surgery was coming. ALL ACCOUNTS TO BE FROZEN UNTIL END OF NOVEMBER. Did that happen? No. They froze my account but not the other 2 although both owners of the other contract told them to freeze theirs as well. Time for the next payment that shouldn't have come out. They took it out 3 days early overdrew my account charging me 210 in fees. This also included a 30$ gym fee for cleaning etc. I was told these thibgs wouldn't be coming out while accounts were frozen but they came out anyway. I messages **** again, attempted to speak to mgmt, they claimed I didn't request all accounts be frozen, which I did. Even so they took the money for my account which they said was frozen. I called my bank and placed a stop payment on any ach drafts from anytime fitness through my account. Haven't been back since

  Business Response

  Date: 06/19/2024

  I am writing to clarify our membership and billing policies. Each individual holds their own separate membership account, for which they are solely responsible. Communication and documentation regarding membership and billing are maintained within each member's separate account records. Digital copies of signed membership and billing agreements can be provided upon request.
  
  Billing is conducted through an automated system according to the terms agreed upon in each member's signed membership agreement. Members are responsible for managing their own finances to accommodate scheduled billing. 
  
  Our records indicate that on October 9, 2023 you notified staff that you would be unavailable for a medical procedure and would not be using the facilities for a period of time. There was no mention made regarding freezing other members' accounts belonging to ****** or *******. As such, they retained access under the terms of their own separate membership agreements and billing continued as scheduled on their accounts. 
  
  On November 2, 2023 you contacted us again to request extending the freeze on your account until November 28, 2023 due to a follow up medical appointment. Once more, no request was made to freeze billing on ****** or *******'s separate membership accounts. Our records for all member accounts are accurate according to confirmation from our billing vendor. We do not have oversight of individual banks' overdraft fee policies or amounts. The references to a "fid bot" and staff member "****" are not part of our systems or records.
  
  Our staff has accommodated your various requests as documented. We aim to provide quality service to all our members within the parameters of each individual's membership agreement.

  Business Response

  Date: 07/15/2024

  To Whom It May Concern, 
  
  Please find attached the membership agreement for ******* ******, who was formerly a member. This is the sole agreement we have on record for Ms. ******. Per the terms of the agreement, documentation is required in order to process a billing freeze request. Specifically, the documentation must include the start and end dates of the requested freeze period, as these dates are necessary to properly administer the freeze. Unfortunately, we did not receive any documentation from Ms. ****** to substantiate a freeze, nor were start and end dates provided.
  
  Ms. ****** may have provided her bank account information to other family members for use in relation to their own memberships. However, each individual member is responsible for managing and adhering to the terms of their own, unique membership agreement. Similarly, we have not received documentation from any other parties in Ms. ******'s family to justify freezing their respective accounts. 
  
  According to the agreement attached herein, Ms. ****** consented to payment processing by ABC Financial and agreed to the biweekly billing schedule outlined therein. While Ms. ****** contacted our staff on multiple occasions to request changes to her billing dates, we were only able to accommodate such requests to the extent permissible under the terms of her membership agreement.
  
  We have no employee, agent, or representative at our business under the name of "****." It is our hope that this final response provides the necessary clarification and resolves any remaining uncertainties regarding this matter.

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: 21792832
  
  
  
  I am rejecting this response because:
  
  I will provide all documents in the next 24 hours. At no time was I told or required to provide my medical records to justify my account being frozen and have text messages to prove that. I was also in the office with a woman and told her that I was having the surgery jusy to make sure accounts would be frozen. * *** * ************ ******* ***** I was off for 8 weeks. **** not **** is who handled our accounts. If he is no longer employed there that is not my problem. You took money out of my account early. You overdrew my account many times costing me 100s in overdraft fees. Again I will provide documentation of my private medical info by tomorrow morning. 
  
  Sincerely,
  
  
  
  ******* ******