Business Profile

Exercise Programs

Fitness Connection

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

112 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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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:03/03/2025
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.
Bait-and-switch and predatory billing practices:I re-opened my FC membership while visiting my childhood home in ******, adding my sister as an additional member on December 18, 2024. The club manager explicitly said if I canceled by a week before the January 15, 2025, annual fee assessment date, I would not be charged the annual fee. He stated my only charges would be:$28.13 for my January membership $28.13 on Jan 3 for my sisters Jan fee $12.88 for my prorated Dec fee $12.88 for my sisters prorated Dec fee I canceled on Jan 4, 2025, well before the deadline, yet was wrongfully charged:$63.87 for the annual fee $28.13 on Feb 3 for Feb membership After multiple calls (on 1/17/25 and 1/21/25), I finally reached *****, the new club manager, who admitted the previous manager had misled customers and was fired. She assured me I wouldnt be charged the annual or Feb fees, but when I informed her I had already been charged, she promised to investigate and never followed up.After weeks of ignored calls (multiple on 2/7/25 and 2/12/25), I called again on 2/24/25 and was told the extra charges were for my sisters separate membership, which no one had ever informed us required a separate cancellationdespite me adding her to my account without her creating an account or interacting with FC.When I finally reached ***** again (on 2/24/25), she insisted my sisters membership needed a separate cancellation, even though no FC employee ever indicated this and my sister had never interacted with FC registration herself. She said shed request a refund from ** Corporate but made no guarantees. Another associate claimed to have canceled my sisters membership to stop further charges.Yet, I was wrongfully charged another $28.13 for March, proving the cancellation was never *************** Wrongful Charges:$63.87 annual fee $28.13 for February membership $28.13 for March membership Ive received no updates from ***** regarding my refund.
Business Response
Date: 03/10/2025
March 10* 2025

RE: Better Business Bureau File # ********
Complaint by: ******** ********

Fitness Connection does apologize for any inconvenience this may have caused. Our records show Mr. ******** spoke with a customer service representative on 1/17/25 but was not informed about his sisters account being active. Since your billing information is the primary form of payment for Ms.******** * her account has been cancelled immediately and a refund was requested for her annual fee and March dues a total of $92. Mr. ******** requested to cancel his membership on 1/4/25 prior to the annual billing fee. Due to the 30 days notice required their final payment should have been 2/1/25 and the accounts cancelled by 2/28/25 with no annual fee payment. Please allow 3-5 business days to receive the refund for Ms. ************************* this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully*

***** *.
Initial Complaint
Date:02/27/2025
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.
Dear BBB Representative, I am filing a complaint against Fitness Connection regarding my unresolved personal training subscription. On August 7, 2024, I purchased a $240/month personal training program from one local Fitness Connection (address: *****************************) (Agreement Number: ********fc). Due to job relocation, I called and also emailed on January 15, 2025, to cancel. I was told my final payment would be on February 7, and my training would remain active until March 6. As of February 24, I had 12 prepaid sessions left, but my trainer left. When I visited on February 25, I was told the new manager lacked the authority to assign a trainer, and due to a system transition, staff could not confirm my cancellation. They took my contact information for a supervisor to follow up, but after two business days, I received no response. I am relocating at the end of April and have already gone a week without training. I have tried to resolve this with Fitness Connection, but the lack of response leaves me no choice but to seek BBB assistance: 1. Confirm my cancellation per my January 15 request. 2. Refund $360 for my 12 unused sessions, as I have been unable to schedule them despite multiple attempts. Additionally, I am concerned that my case may have been deprioritized due to racial bias, as I have not received the same level of assistance as other members. I sincerely hope this is not the case, but the continued lack of communication and unwillingness to resolve my issue raise concerns. I believe all members should receive fair treatment, and I urge Fitness Connection to handle my case with the same diligence and professionalism as any other customer. Attachments: Copy of my contract (Agreement Number: ********fc) and email
Business Response
Date: 03/07/2025

March 7, 2025

RE: Better Business Bureau File # ********
Complaint by: ****** ***

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
We have escalated this to leadership and are reviewing the solutions to this matter. We have reached out to the member directly to let her know this is being addressed.
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 03/10/2025
Dear Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
So far, I want to clarify that I have not received any direct communication from Fitness Connection regarding this matter. Therefore, I kindly request BBB to continue assisting me in resolving this issue with the business. Thank you for your help.

Regards,
****** ***

Business Response
Date: 03/19/2025

March 19, 2025

RE: Better Business Bureau File # ********
Complaint by: ****** ***

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
I understand your frustration during this time and want to assure you that we are doing everything we can to find a resolution for you.Personal training services are now managed by Elevate, and we are actively working to obtain updates on your behalf.
We are in direct communication with them and are seeking confirmation on when you can expect a callback regarding this matter. Thank you for your patience and understanding.
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 03/25/2025
[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 would be satisfactory to me.
Thank you so much for helping me solve the problem!

Best Regards,
****** ***
Initial Complaint
Date:02/14/2025
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 reached out to Fitness Connection to cancel my membership after a $40 membership charge was processed, and also to cancel my membership. Upon speaking with them, they advised me that I was required to provide 30 days notice to them for cancellation, and that since the membership charge already happened, they also wouldnt refund the membership fee. There was no communication from them to warn me that the membership fee was coming out, and I have not used the services all year and will not be using them. I also never signed anything stating that I would comply with a 30 day notice. I asked for the agreement that I signed that stated it, and they said it wouldve been emailed to me but they wouldnt resend it. Im requesting the refund for the last month (which will be charged on 2/15, as well as a refund for the annual membership cost ($40), as the services have not been and will not be used for this year
Business Response
Date: 02/18/2025

February 18, 2025

RE: Better Business Bureau File # ********
Complaint by: ********* ****

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
It appears that you requested cancellation on 02/14/2025 due to non-usage. A copy of your agreement has been provided along with this response showing that a 30-day notice is required with all cancellations and any charges that fall within this time frame would be considered valid and nonrefundable.This means that the February monthly invoice of $14.94 that was billed on 02/14/2025 would be considered the final charge. Since the annual fee of $40.00 was deducted on 01/18/2025, it would also be considered valid and nonrefundable since it occurred prior to the cancellation request date. We do not bill based off of usage as it also states in the agreement that the billing will continue on a month-to-month basis until a cancellation is requested with 30-day notice. I can confirm that the cancellation requested on 02/14/2025 has been placed with an effective date of 03/13/2025 with final bill date being 02/14/2025.
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:12/09/2024
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.
I am writing to express my deep frustration and disappointment with the handling of my account, particularly in regard to the billing of my personal trainer fee.When I initially set up my account, I made it clear that the personal trainer fee should be charged to the credit card on file. I was reassured by the account set up associate, ****, that this would be the case. This conversation was also shared in front of my assigned personal trainer, ******. Despite these assurances, the personal trainer monthly fee was incorrectly drafted from my bank account in December.Upon discovering this issue, I reached out to ******, who informed me that he had discussed the matter with the gym manager, *****. However, he also told me that the charges could not be reversed. While I appreciate Donalds apology and his efforts to offer alternative solutions, the lack of resolution at that point was concerning.On December 9, 2024, after my workout session, the trainer and I attempted to address the issue directly with Manager *****. Unfortunately, he was unavailable due to a staff meeting and directed ****** to have the receptionist, Hanaah, assist me instead. Hanaah confirmed that the card on file was correct, but she was unsure whether the billing had been adjusted properly. She assured me she would notate the issue and that Manager ***** would reach out to me after his meeting to confirm the change.Despite this assurance, I did not hear from ***** later that evening, and as of now, the issue remains unresolved.While I have been satisfied with my personal training sessions, the lack of attention to my account and the ongoing miscommunication are unacceptable. I had expected prompt action to rectify this matter but no such luck.
Business Response
Date: 12/10/2024
December 10, 2024

RE: Better Business Bureau File # ********
Complaint by: ***** ********

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. If there was any miscommunication from the facility let us be the first to apologize on their behalf.
After further review, it shows your bank account information was set as the primary form of payment for your personal training. Attached is a copy of the agreement where it shows this. We went ahead and changed the personal training to bill from the Mastercard ending in xxxx1141 moving forward. Your next payment for personal training will be billed on 1/1/25. My apologies for this, if you have any further questions, feel free to reach out. Thank you!

At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Dispute Resolution Liaison
Customer Answer
Date: 12/11/2024
[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 would be satisfactory to me.
Initial Complaint
Date:12/03/2024
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.
I signed up for a membership on 11/30. It was advertised as .85. The very next day I was charged twice that amount as well as $28 twice. I called customer service and someone named ****** told me that I was charged twice due a glitch. She also told me the $28 was owed as my next month payment. I signed up 11/30 and nowhere I. The contract does it say I would be charged the first of the following month again. I requested to speak with management and she told me I could not. I asked to file a complaint she told me I could not. I asked to file a claim for the amount I was charged causing a returned check fee for another institution she told me that fitness connection was not insured. I do believe that I was scammed.
Business Response
Date: 12/04/2024

December 4, 2024

RE: Better Business Bureau File # ********
Complaint by: ******* ****

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
It appears that two memberships were created on November 30, 2024. When Ms. **** contacted customer support, this information was provided to the member and the duplicate account ********** was terminated with a full refund of $29.05. This was for the prorated monthly charge of $0.92 and the December monthly charge of $25.99+tax. Our monthly invoices are billed on the 1st of every month, hence why the prorated fee was only $0.92.
The customer support agent processed a ***** cancellation on the main account ********** per request and that account was refunded $29.05 as well. Per policy, when a member requests a cancellation within 3 days of enrollment,they are eligible for an immediate cancellation and full refund. Both accounts are cancelled and will no longer be billed. The member received an email confirmation of this on December 3, 2024.
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:11/18/2024
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.
I ***** **** signed up in January with my son who is a minor ****** **** i signed us both under your $10 special to go to any gym we both have been going to Fitness connection 3 or 4 times a week until Nov 16, 2024 we were notified by employee **** that they have not received payment for ****** since January he told me that he was going to send a note to corporate on my son's account on that Monday I go to the gym ****** ****** account had been permanently canceled **** told me he had know way of knowing about payments because that comes from corporate everytime we come to the gym it say ok i never new because it's automatic with drawl your manager ****** was very rude about the situation customer service ******* said the location wrote up the agreement wrong ****** never signed im going to contact consumer affairs etc. I did nothing wrong this is your mistake.
Business Response
Date: 11/22/2024
RE: Better Business Bureau File # ********
Complaint by: ***** ****

Fitness Connection does apologize for any inconvenience this may have caused. Per our previous conversation, your son's account has been reinstated due to multiple check ins. The payment for February November of $10.83 each plus the annual fee of $53.04 has been added to the account. Please make the payment of $161.34 when you visit the gym. After this, his next payment will be 12/1/24.

At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,

***** *.
Initial Complaint
Date:10/31/2024
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.
Fitness Connection billed me two times on a cancellation fee. I paid for the cancellation fee with my credit card and they also charged me again on a second credit card they had on file. In other words I was double billed. I was billed on the 26th of October 2024 on my ********************* Card and again on my ************************ card on the 29th of October now I been charged twice for the cancellation fee and on two different credit cards. I have showed them the bank statements showing the double billing yet they say they cannot do anything about it. I called the main office and just got the run a round. I went to the Fitness Connection gym and showed them the double billing on both my credit cards. They said they can do nothing. What a ************* this is. I have filed a dispute against the additional charge with ********** and that is still pending to revoke the charge of double billing.
Business Response
Date: 11/07/2024
RE: Better Business Bureau File # ********
Complaint by: ******* ******

Fitness Connection does apologize for any inconvenience this may have caused. According to our records,the buyout fee was paid 10/26/24 but was not applied to your account which caused the billing department to charge it on 10/29/24 again. My sincere apologies for this, it does show the amount of $53.04 was disputed on 11/1/24 and now you have a balance of $53.04 in your account. I have removed the balance since you received the $53.04 from your bank due to the chargeback.

At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,

***** *.
Initial Complaint
Date:10/22/2024
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.
I was denied access to the gym due to having a military ID. I was told they only accept local ids. While I understand the policy, military personnel DO NOT have local ids due to constantly moving states and we often do not have local address to get a local id, hence why federal ids are accepted nation wide excluding fitness connection. Ive never been denied access anywhere for having a military id and you would think fitness connection would support military personnel, not deny them! I contacted the corporate office and they confirmed I would not be allowed access with a military id via email. This is extremely ridiculous and Fitness connection needs to update their policy/provedures to allow military personnel access. This is the first anti-military company *** encountered
Business Response
Date: 10/22/2024

October 22, 2024

RE: Better Business Bureau File # ********
Complaint by: ****** *****

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
A ************* ID card can be sufficient for many purposes, particularly for accessing military installations and certain federal facilities, but it does not completely replace the need for a state-issued ID or drivers license in most civilian contexts.
If you are trying to gain access as a guest in one of our Fitness Connection facilities, we will require a state-issued ID or drivers license that has a local address to the facility you are trying to gain access to. Now this is not the same protocol when becoming a Fitness Connection member. You are able to enroll as a member with your military ID. If you have any additional questions, please feel free to contact our customer support team at ************, where we would be delighted to further assist you!
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:10/21/2024
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.
Subject: Formal Complaint Regarding Unfair Billing Practices I hope this message finds you well. I am writing to formally submit a complaint regarding the billing practices of Fitness Connection, stemming from my recent experience with the cancellation of my ************* early May, I sustained an injury while working out at your facility, which has caused significant pain and prevented me from returning to the gym. Given my circumstances , I made the decision to cancel my membership. Following the instructions on your website, I sent a letter expressing my wish to cancel my membership.On October 3, 2024, I checked the app to confirm my cancellation, only to find that my membership was still active and I was being billed. During my call with customer service, I spoke with ****** *****, who informed me that my membership had not been canceled and that I had an outstanding balance. I followed her instructions and emailed a copy of my cancellation letter on October 4, 2024, requesting confirmation that my account issues would be *********** of today, October 18, 2024, my account still shows a balance of $169.70. I have not visited the gym since early May and am only willing to pay for the months of May and June, as I believe that is my obligation.I kindly ask for your prompt attention to this matter to resolve the outstanding balance and finalize the cancellation of my membership. I appreciate your assistance and look forward to your response.Thank you for your understanding.Sincerely
Business Response
Date: 10/23/2024
RE: Better Business Bureau File # ********
Complaint by: ******* ******

Fitness Connection does apologize for any inconvenience this may have caused. We would first like to thank you for taking time out of your day to share your experience with us.Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. Hope you are feeling much better from your injury in May.
According to our records, a cancelation letter was not received. If Ms. ****** can provide a tracking number of the letter sent in May, we would be happy to correct any issue. ********* spoke with a customer service agent on 10/03/24 to request to cancel.The membership has been set to cancel 11/30/24 and the last payment will be 11/1/24 per the 30 days notice required. Was also advised of the balance of $169.70 which is for June October dues of $18.94 each, and five late fees of $15 for each month. Fitness Connection does not bill on usage but on the account being active.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Customer Answer
Date: 10/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I hope this message finds you well. I am writing to express my disappointment regarding the recent actions taken by the company concerning my membership.
While I understand that procedures outlined on your website were followed, I believe there is an oversight in not specifying that letters should be sent via certified mail. Therefore, I do not consider this error to be my fault.
I acknowledge that membership is not contingent on gym visits or usage. However, I feel that the company should recognize its role in this matter. I willing to resolve the 30day notice . I believe it is un fair that late fees or additional monthly payments should be applied.
Thank you for your attention to this matter. I look forward to your response.
Sincerely,

Business Response
Date: 10/24/2024
October 24, 2024

RE: Better Business Bureau File # ********
Complaint by: ******* ******

The agreement does also state the cancelation procedure which members can cancel at the gym, by calling customer service, or sending a letter. Without proof of the cancelation such as an email confirmation or a tracking number we are not able to back date the cancellation. Your membership does show it was cancelled 10/23/24 and the balance removed due to being over 120 days past due.

At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Customer Answer
Date: 10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Customer Answer
Date: 10/24/2024
Better Business Bureau:

This letter is to inform you that Fitness Connection has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/21/2024 and assigned ID ********.

Regards,
let me remind you that the injury I sustained occurred at your location which made it difficult for me to drive or reach out for assistance.
I understand that there are several options available, but in my situation, making a call was the last thing on my mind, especially considering the lengthy hold times and the challenge of reaching a live representative.
Despite my attempts to resolve this matter, I feel that my concerns have not been adequately addressed. As a valued customer, I believe it would be reasonable to request a waiver of the late fees under these circumstances.
Additionally, I would like to remind you of past instances where the facility was closed, such as during Hurricane *****, without any credits being issued for those days . I believe that credits should be applied for those closures as well.
Once these credits are applied, I would be happy to consider this matter resolved. Thank you for your attention to this issue, and I look forward to your prompt response.
Initial Complaint
Date:10/17/2024
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.
This company would not allow me to immediately close my membership and charged an annual fee and I havent been with the gym a month and they refused to prorate or refund me my money
Business Response
Date: 10/18/2024

October 18, 2024

RE: Better Business Bureau File # ********
Complaint by: ***** *********

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
We do not bill based off of usage, process immediate cancellations, nor prorate any charges due to our cancellation policy stating that we require 30-day notice. We count the 30 days from the date of request,and this will determine if you are responsible for another billing cycle with the cancellation. In conclusion, the cancellation that was requested on 10/17/2024 resulted in being billed one final time on 11/01/2024 for $24.99+******* will still have access until 11/30/2024 and the membership will automatically terminate on said date. Since the annual fee of $49.00+tax was charged on 10/15/2024 which was prior to the cancellation request date, this charge would appear to be valid and is considered non-refundable as well. If you have any additional members that require cancellation that could not be completed on your two calls with us, please feel free to contact support at ************.
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Business Response
Date: 11/12/2024
Good afternoon,
We received a response of decline for ***** *********, Complaint ID: ********. We are asking to have this closed as we have addressed their initial issue and provided the member with the next steps necessary. Thank you in advance!

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