Business Profile

Exercise Programs

Fitness Connection

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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:10/15/2024
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.
Their cancellation policies are barely described and hidden well into a wall of text that is required to sign up for a gym membership and use their services. I have no way to cancel this membership unless I physically appeared in their location, my calls and emails were ignored or told that I had to go in person, and verbally tell an employee to cancel my membership. When I asked to cancel my membership, I was asked and persuaded to not cancel even though I was moving and did not want to drive over 30 minutes to this gym.I was still charged for the month and when I had reached out, I was told that there was a 30 day cancellation policy that I was not informed of or told at any point. I had been told to look into the policy I had signed up with.
Business Response
Date: 10/17/2024
October 17, 2024

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

Fitness Connection does apologize for any inconvenience this may have caused. Fitness Connection gives every member a copy of their agreement on the day they join where it states all the fees that would be charged. Per agreement, a 30 days notice is required to cancel once the contract has expired. A copy of the agreement has been included where it states the cancellation process on page 2 and 3.
According to our records, Mr. *** enrolled on 09/29/22 and his contract expired on 9/29/23 and rolled over to a month-to-month agreement. A cancellation was requested on 10/2/24 and processed to take effect 10/31/24 per the 30 days notice required. The membership will stop billing once a cancellation has been processed. A cancellation can be processed by calling customer service at **************, visiting your gym, or by sending a letter which we recommend via certified mail. Cancelations via email are not accepted.

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

Respectfully,

***** *.
Initial Complaint
Date:10/11/2024
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.
My wife and I have been active members at the *************************** since February, 2023. On August 13, 2024 we went to our usual **************************** when we noticed the door was locked tight and a sign placed on the door indicating that the business was shut down and taken over by the landlord, *****************, for lack of payment.We were not given any warning or explanation before or after this shocking event and effectively lost access to this location. Nobody contacted us by mail, phone, email or in person to explain what happened.We were therefore forced to find another gym with a different company to meet our fitness needs.This was the Fit Factory address that shut down: ****************************************************** Fast forward to a week ago and my wife got an email from ABC Fitness Solutions indicating that our balance with Fit Factory was past due. We had no idea who this company was. We contacted them and were told that they no longer handle our account and told us to contact our local Fit Factory gym. Since our local gym doesn't exist, I contacted the Fit Factory ******* location which informed me that our account was transferred to Fitness Connection and they provided me with their phone number.I called Fitness Connection on 10/11/24 at ************ and explained our situation. They were able to find our account using my wife's phone number of ************ and confirmed that our account has been transferred to them and is active. I asked them to please cancel it right away and waive any fees that incurred as we were never notified that our account was transferred to them. They refused to do so and that is the reason I am contacting you. It's inconceivable that we would be held liable in these circumstances.We would like our membership cancelled immediate and unpaid or late fees waived.This should include both our accounts under ****** and ****** *****
Business Response
Date: 10/15/2024

October 15, 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 notification was sent out on Monday, August 19, 2024, via email, text and app notification from Fit Factory of the closure and had a link attached with more details regarding this transition. Unfortunately, we are unable to waive any balances that appear on the accounts. I was able to process a cancellation with a 30-day notice for both ****** and ****** ***** with an effective date of 11/20/2024 and a final bill date of 10/21/2024. The balance of $106.89 would appear to be valid and can be paid by contacting customer support at ************ or visiting their local Fitness Connection.
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: 10/17/2024
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.

As I have mentioned in my original complaint, my wife and I did not receive any notifications via email, text or app from Fit Factory on August 19, ************************************** transfer of our account to **********************. We have gone through our phones repeatedly and could not find any such notifications.
Had we received any such notifications, we would have gladly visited our local Fitness Connection club and made a decision of whether we wanted to stay with them or cancel our membership. But since we have not received any notifications, we were forced to find a new gym and had to pay registration and annual fees on top of monthly fees.
Can you provide proof that a notification was sent to us?
What is also very suspicious and unprofessional is that Fitness Connection never contacted us to welcome us to their gym and provided us with any info about our new membership. We would have expected a phone call or a letter in the mail to let us know that we are now part of a new club.
Can you explain why you never contacted us to welcome us to your gym and directed us to your nearest club?
Regards,
****** *****

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.
Fitness Connection did not send out welcome emails or contact any individuals from Fit Factory during the transition as this was notified on ************ behalf only. We are unable to provide the notice that was sent since it was sent on ************ end. Just as a reminder from the previous response a cancellation has been placed on ****** and ****** ***** with an effective date of 11/20/2024 and final bill date of 10/21/2024.
At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 10/19/2024
[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 while I dont fully agree with the resolution I would like to close the case.
Initial Complaint
Date:09/27/2024
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.
On 8/26/2024 I was visiting ********, **. I received a free 5 day pass to use Fitness Connection gym. A female Puerto Rican employee by the name of Zoy ***** took me to an open space office, and told me all lies. She said to take a monthly membership instead, and if I cancelled before 8/31/2024 I WOULD NOT get charged anything. I REPEATEDLY told her that I was only going to be in town for 5 days. I used the facility for 3 days, (on the app it shows 6 days because they scanned me twice on 8/26/2024 at 11:49 am and at 11:50 am. and ALSO twice on 8/29/2024 at 4:36 pm and 4:37 pm (the day I went to cancel the membership) So, I went on 8/29/2024 to cancel the membership, but the rude manager said that I would get charged the whole month of September. Even though I was not going to use it, since I was going back home to *******, **. I was only visiting ********, **. I explain to him what Zoy had told me but, he didnt believed **** tried several times to talk to Zoy ***** the Puerto Rican girl that told all those lies, but she was on training for the following week. After that week I was finally able to talk to her, and she remembered exactly what she told me, that just to cancel the membership before 8/31/2024, and that there WOULD NOT be any charges. She said to hold on the line, that she would go talk to her manager. When she got back on the line, she was a totally different person, she said that I would need to pay the whole month, and I told her that why? If she had TOLD me to cancel before 8/31/2024, and I would not get charged, and she just proceeded to hang up on me. She knows that IM TELLING THE ****** I tried calling her back several times throughout the week but, the manager told to STOP CALLING. I just cant believe *** would LIE to me just to sell a membership.Please assist me with this issue. I paid $13.00 down payment for the 5 days I would be using the gym. Please help me with this matter. I would really appreciate your assistance.Thanks
Business Response
Date: 10/03/2024
October 3, 2024

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

Fitness Connection does apologize for any inconvenience this may have caused. If there was any miscommunication from the facility let us be the first to apologize on their behalf. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our more sincere regret you were left with an impression otherwise.
According to our records, Mr. ****** enrolled on 08/25/24. Fitness Connection gives every member a copy of their agreement via email on the day they join where it states all the fees that would be charged and the cancellation policy. Mr. ****** spoke with a teammate at the facility on 8/29/24 and requested to cancel. He was informed he was outside the 3 day window and a 30 days notice would be required to cancel. This agreement was made online and Mr. ****** provided all his personal information. A copy of his agreement will be included with this response. Currently Mr. ****** has a balance for $127.56 and the account is active due to opting to proceed with 30 day cancelation.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,

***** *.
Customer Answer
Date: 10/09/2024
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.]
The employee ***(Zoy) completely LIED and gave me FALSE INFORMATION. She started to not worry about the email, that as long as I canceled the membership before 8/31/2024, I would not get charged anything else. I went back to the gym on 8/29/2024 to cancel the membership, just like the employee advised me to do, and that I would not get charged any extra, but the rude manager told a whole different story about canceling 30 days before. I told him what the employee *** told me, he stated that she gave me the wrong information. Thats totally the employees responsibility to provide the CORRECT INFORMATION, and not just LIE in order to sell a membership. That employee totally LIED to me, gave me FALSE INFORMATION. Lets be reasonable, why would I get a whole month membership, if I was ONLY staying 5 days in town?!?! I was LIED to, just to sell a monthly membership. I was completely given FALSE INFORMATION.
Regards,

Business Response
Date: 10/09/2024
RE: Better Business Bureau File # ********
Complaint by: **** ****** Lii

The agreement does state on page 3 the process to cancel. Since the cancelation was requested on 8/29/24, past the three-day window, a 30 days notice is required to cancel. I have attached a copy of your agreement for your records. There was the option to purchase a day pass which is $40 plus tax. The 5-day pass is only available for local residents.Currently Mr. ****** has a balance of $127.56 and the account is still active due to opting to proceed with 30-day cancelation. If needing to cancel, a cancelation can be processed by calling customer service at **************, at the gym, or by sending a letter which we recommend via certified mail

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

Respectfully,

***** *.
Initial Complaint
Date:09/23/2024
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.
Signed up for personal trainer services. Was told I would get 8 credits that I could use all in one week if I wanted to. This was very important and talked about up front because my schedule is not very stable, and I will often need to travel for weeks at a time for my job. They assured flexibility and that id be able to take the sessions whenever in the two month period.Turns out, they lied about that, and said it was 4 a month and all 4 had to be done in those specific months.On the day my credits for the next month renewed, 8/26/2014, I was informed that my personal trainer was fired and I needed to establish with a new trainer. They said they would be calling me the next day with next steps and details.I didnt receive a call, and one week went by and I went to the gym and asked when they would be calling.Same thing, they said they would call the next day, didnt, and another week went by.I again went to the gym and asked. I spoke with the manager at the time that said if I didnt like any of the personal trainers or couldnt find one with a matching schedule, that I could be refunded.The next week, that manager was no longer working there, so i was told the new manager **** would call me to pick up where we left off.Another week goes by, no call, and I meet with **** at the gym for a few seconds, where he basically just said call this 1800 number I cant do anything and didnt really take the time to understand. Did not seem like any priority whatsoever to provide resolution.After getting the run around for almost a month, I do not wish to continue their training program with a new person and have requested refund of $140.I called the 1800 number that **** gave to me and they were very rude and not helpful.Seeking resolution in the form of refund.
Business Response
Date: 10/01/2024

October 1, 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.
After speaking with the management team, it appears that this issue was passed along to the ****************** teammate, *******, who has reached out to Mr. ****** to establish a way forward.
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: 10/02/2024
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.

It is not yet resolved and still awaiting resolution.

Regards,

Business Response
Date: 10/08/2024

October 8, 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.
After further confirming with the management team, it appears that this issue was handled with *******, our Elevate Fitness Manager and confirmed that Mr. ****** has also came into the facility to use a session on October 2nd.
At this time Fitness Connection has addressed the issue with no further action required. We respectfully request that this file be closed as resolved.

Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:09/07/2024
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 automatically renewed my yearly membership without contacting me first. I did NOT want this renewed, as I told an employee in person before it ended. The yearly membership ended in July. I paid every month until the yearly membership renewal happened - then I called Fitness Connection customer service to make a resolution on August 16, 2024. They did not want to resolve the issue with me but I was persistent. The customer service agent then agreed to ****** my new yearly membership. She did not inform me that the cancellation wouldnt begin until September 30, 2024. They would not refund me the yearly membership fee nor the monthly fee for the first month of the new yearly membership. I informed her I will be disputing the charges with my bank. I did dispute it and **************** gave me back the yearly membership fee. My issue now is that Fitness Connection is attempting to charge me a monthly fee for September. I already paid the monthly fee for August - which was the first month of the new yearly membership I did not consent to. I do not agree to pay for the month of September as I have not even visited the gym in many months. My request from BBB is to have the September fee waived and for Fitness Connection to not put me into collections for this months fee, which I fear they will do.
Business Response
Date: 09/10/2024
RE: Better Business Bureau File # ********
Complaint by: ***** ****** ********

Fitness Connection does apologize for any inconvenience this may have caused. Fitness Connection gives every member a copy of their agreement on the day they join where it states all the fees that would be charged and the cancellation policy.
According to our records, Mr. ******** enrolled on 07/19/23 and he was under a contract until 07/19/2024. After the contract expires the agreement rolls over to a month to month until a cancellation is requested. Mr. ******** spoke with a customer service agent on 08/16/24 and requested to cancel. The membership has been set to cancel 09/30/24 and the last payment was 09/01/24 per the 30 days notice required since it is no longer under contract. Fitness Connection does not bill on usage but on the account being active. The membership will stop billing once a cancellation is placed by paying a buyout fee if still under contract or a 30 days notice once the contract expired. The annual fee was set to be billed on 8/15/24 and its a valid charge per the agreement on file. Currently Mr. ******** has a balance of $88.61 which is for the annual fee of $53.04, September monthly dues of $20.57, and a late fee of $15.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,

***** *.
Customer Answer
Date: 09/13/2024
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.
I do not consent to paying the owed balance as I did not consent to having a new yearly membership renewed automatically. There should be NO late fee because I called you to cancel this before I stopped paying your bills and fees. I had assumed the in-person employee would have canceled auto renew many months ago when I told them I did not want another yearly membership, or at least put a note in my account, but apparently not.
For any customers reading this - ALWAYS call customer service for any changes youd like to make on your account. The in-person employees are negligent.
Regards,

***** ****** Gonzalez

Business Response
Date: 09/18/2024
RE: Better Business Bureau File # ********
Complaint by: ***** ****** ********

The agreement does state on the first paragraph of page 1 that after the 12-month term, the membership agreement will automatically continue to a month to month until a cancellation is requested. I have attached a copy of your agreement for your records. A cancellation was requested on 8/16/24 and per the 30 days notice requirement it was set to cancel 9/30/24 with your last payment being 9/1/24. It shows that when the annual fee was attempted to bill on 8/15/24 for $53.04 the payment was stopped by your bank. Due to this the billing information needs to be updated for September dues to be paid as well. Since no payment was received within 9 days on the 10th day a late fee was added of $15. Currently you have a past due balance for $88.61. If you are able to provide proof that a cancellation was requested prior to 8/1/24 we would be happy to correct any issue.

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

Respectfully,
*****
Initial Complaint
Date:09/03/2024
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.
I recently moved back home to ********, it was a quick and unexpected move due to my father passing. I called Fitness Connection on Friday 08/30/2024, but I could not get through to anyone before their phone lines closed. I attempted to call again on Saturday 08/30 and Sunday 09/01 but since it was the weekend they were closed. I then tried to call on Monday 09/02/2024, but it being labor day they were again closed. On Monday 09/02/2024 I was billed for the month of September, and on the morning of Tuesday 09/03/24 I called again and was able to speak to an **** I informed her I wanted to cancel my account and see about receiving a refund, she informed me that I would not receive a refund and on top of being charged for September, I will be charged again October 1st, because the gym requires a 30 day notice. I informed her again, I moved out of state and I am already paying for the month of September and will not utilize the gym, but to charged an additional month is outrage and down right a rip off to the consumer and fraud. I asked to speak to a manager, she told me there was no one I could speak to, I asked for the corporates number and she stated that I was calling the corporates number and there was nothing I could do or say to have the fees reversed or waived for the month of October. I asked her if there was an e-mail address, she then rudely told me, "this is FC's policy and I will being billed regardless, to make sure I read my contract next time and there was no one I could talk to", Before I could say anything else, she hung up on me. I attempted to call back but the wait time was over 45 mins. I attempted to call the gym location where I signed up for the membership and they stated I would need to call customer service.
Business Response
Date: 09/05/2024

September 5, 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 offer more than one way to request a cancellation. Due to the customer support center being closed for the holiday, the alternative would have been to contact your local Fitness Connection or to send in a certified letter as stated in your agreement no later than 09/01/2024 for that charge to be considered your final charge with the 30-day notice. It appears that you contacted your local Fitness Connection after speaking with a customer support representative who confirmed the cancellation policy that required Octobers charge to be considered the final charge due to the 30-day notice. This would be the same policy in club as well since we are basing it off of when you called in and connected with a live agent and as well when you spoke with the teammate in the facility. This would be the reason as to why they redirected you to customer support since what was requested is outside of our policy.
The cancellation placed on 09/03/2024 that will be effective 10/31/2024 with a final charge on 10/01/2024 would be considered valid.

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:08/20/2024
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.
Joined gym in Jan 2024. Upstairs area where cardio equipment is located was always stuffy and hot. Finally in May 2024 I called to inform customer service about excess heat, machines that were not working properly, and TV's not always working. In June, A/C dispersement was corrected. machines were not. In July on 4 TV's out of the 12+ are even functional. I pay for use of functional equipment, comfortable environment, and a time to watch news in the AM while I work out. I called in August to cancel the membership due to lack of promised services. I was told, unequivically, that regardless of their lack of services, I would have to pay for the remainig months of my year if I wanted to cancel my membership. I asked why I would have to pay for services not being provided and was told the same thing "that is our policy". I asked to speak with someone to discuss this and was told she would send an email for management connection, but no email ever came. I have been trying to get out of this membership for 3 months. Very unhappy. I would like my membership cancelled and I would, especially, appreciate the past 2 months reiembursed since a big part of enjoying my cardio is watching the TV. May sound crazy, but it's part of why I go to the gym.
Business Response
Date: 08/20/2024
August 20, 2024

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

Fitness Connection does apologize for any inconvenience this may have caused. We greatly appreciate you taking the time to provide us with feedback regarding the issues at the facility and hope to correct this soon. Glad the A/C has been fixed. You mentioned the machines have not been fixed or the TVs. If could please send me a detailed email with the specific machines and number of TVs not working, to give you an estimate or update on the status. The email is: **************@**********************.
According to our records, Ms. ****** spoke with a customer service representative on 6/10/24 and 8/01/24 requesting to cancel her membership. She was informed both times that a buyout fee of $99 plus tax would need to be paid to cancel since under a contract until 1/12/25. Unfortunately,due to the agreement on file a buyout fee would need to be paid to cancel and we are unable to refund any past charges. There are three ways you may cancel your membership since it is active. A cancellation may be made in person at the Club, by calling the customer service phone number **************, or via certified mail at the following address: **************************************

Ms.****** is responsible for the buyout fee if requesting to cancel prior to 1/12/25. At this time Fitness Connection will not be issuing a refund and respectfully request that this file be closed as resolved.

Respectfully,
***** M
Initial Complaint
Date:08/17/2024
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.
I cancelled a membership for myself and my daughter back in Jan 2024 , my daughters account got cancelled and for whatever reason they cancelled my daughter Asains and did not cancel mine. I have been being charged $10.83 since then when I should nit have been. I called in the beginning this month and they acted as if what I stated was not accurate , she did not try to help and this is ridiculous to have to go through. I did not go to the gym since i canceled and why can they not honor this . I spoke with Ismeraii ***** August she did not try to offer any asstiance and I could not speak with any manger very very rude. I want my money refunded and an apology for how rudely I was treated
Business Response
Date: 08/19/2024

August 19, 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.
I have processed an immediate cancellation and refund of monthly dues from the months of March 2024- August 2024 in the amount of $64.95. Please allow 7-10 business days to receive this refund. I see a cancellation was placed on 01/17/2024 with a 30 day notice, but there was a glitch in our system that did not allow it to process successfully which is the reason why it still appeared active.
I truly apologize for any inconvenience this has caused. And I apologize on the agents behalf for the glitch that was overlooked during the call on 08/02/2024.
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:07/22/2024
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.
My contract says $10.00 plus tax each month, Ive been trying to correct this problem since April 2022. Ive been told by gym manager that the issue has been corrected but same issue every month. I believe its a customer service issue Ive been on hold with them for over an hour. My credit card did credit my account for two months of the difference of the charges. Now Im not allowed to use the gym unless I pay late charges of $15.00 each month not paid, my bank will only allow whats owed. I did take a new credit card to Fitness Connection but wasnt charged for some reason same card different number.
Business Response
Date: 07/24/2024

                                                         July 24, 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 you originally had the bank account ending in ***** linked to the agreement. You then updated the form of payment to the bank account ending in ***** on 05/07/2024. The current bank account is appearing to be in a frozen status in which we are unable to attempt to draft payments from. We then notified you via text message regarding the past due balance on said dates below:
06/12/2024, 06/19/2024, 06/26/2024, 07/03/2024, 07/10/2024,07/17/2024
You were also informed of this balance when speaking to customer service on 07/15/2024 and was provided an itemized list of what was owed. We do allow a one-time courtesy late fee waive that can be processed once every 6 months. But this has already been provided on 03/13/2024. The next time you would be eligible to receive this courtesy waive would be in September 2024.
The form of payment will need to be updated from the current frozen bank account to an active payment method. This can be updated in your local Fitness Connection or on the Fitness Connection app. Your current balance must be paid in order to have access to the gym.
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: 07/25/2024
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.]

My complaint is about monthly membership dues my contract states $10.00 plus tax $10.81 12=129.72 $49.00 plus tax annual membership fee $53.04 = ****** (OVER CHARGE) monthly $13.53 12=$162.36 plus $54.04=$215.40 I have overpaid and no gym access, I offered to pay in full several times but my credit card keeps showing over charges for many months.

Regards,

Business Response
Date: 07/26/2024

                                                         July 26, 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.
I see you had enrolled on the $39.00 down/$10.00 a month on 02/10/2022. The pricing increased from the $10.00+tax a month to 12.50+tax due to choosing to use a credit/debit card which requires a processing fee of $2.50 that is applied to the monthly cost. This would be the reason as to why you were seeing charges in the amount of $13.53 from 03/01/2022-01/01/2024. You then updated your form of payment to a bank account and routing number on 01/31/2024 which removed this $2.50 processing fee from your monthly cost.
Your membership cost is now $11.99+tax a month due to a mandatory price increase. We have sent out a notification regarding this price increase in January 2024 and it stated this price increase was to go into effect starting 03/01/2024. We have record that you contacted customer support on 01/26/2024 and 05/24/2024 inquiring about this price increase which was explained on said dates. The agreement also states that the pricing is subject to change at any point, but you are advised of this change at least 30 days prior to the change going into effect. This would be the reason as to why you are seeing $12.98 as your monthly cost. At this time, you have a balance of $55.96 which is for June and July monthly dues of $12.98 each plus the $15.00 late fees for June and July as well.
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: 07/30/2024
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.] The contract is written out clearly, gyms always trying to charge more but I decline the upgrade I was told would be added to my membership included working out at any fitness connection. I only need one gym thats when I called customer service and asked not to change my membership unless I ask and if youre going up for any reason let me know, manager at local gym updated my membership
Regards,
Initial Complaint
Date:07/17/2024
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.
I contacted Fitness Connection on this morning in regards to an annual fee that I am unable to pay due to being affected by Hurricane *****. We are on day #7 without power in *******, Tx; 84 degrees in my home, spending $40 per day on a generator to give us a breeze from fans but yet this fee is this company's only priority. I asked do I need to cancel or can I get an extension. I was told to cancel, there would be a fee of like $400. If I don't have $50, how would I have $400? Then I was offered free monthly fees at the expense of extending my contract. This isn't right. We are barely surviving and I am bring threatened with fees? The fee should be waived or something due to the extent of this disaster. I have never been treated so poorly in my life. If I cancel it will be reported to my credit. How is this fair?
Business Response
Date: 07/19/2024
July 19,2024

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

Fitness Connection does apologize for any inconvenience this may have caused. Hurricane ***** has affected so many of us. Hope you and your family are okay and get power soon.Fitness Connection gives every member a copy of their agreement on the day they join where it states all the fees that would be charged. Per agreement, a buyout fee of $49 plus tax is required to cancel or the remainder of the months whichever is less when under a contract.
According to our records, Ms. ***** enrolled on 06/20/24 and spoke with a customer service agent on 07/15/2024 requesting to cancel her membership. It was explained that she is under a contract until 06/19/2025 and to cancel a buyout fee of $49 plus tax would need to be paid. A payment plan is available by paying half of the balance and scheduling the remaining amount in two weeks. The annual fee cannot be removed due to the agreement on file stating it was set to draft 7/15/24. The membership will stop billing once a cancellation is placed by paying a buyout fee and will not be reported to her credit.

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

Respectfully,

***** M

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