Complaints

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

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• 

  Fitness Connection

  Houston, TX 77014-1044

• 

  Fitness Connection

  PO Box 680768 Houston, TX 77268-0768

• 

  Fitness Connection

  5035 Garth Rd Baytown, TX 77521-9640

• 

  Fitness Connection

  3900 Spencer Hwy Pasadena, TX 77504-1206

• 

  Fitness Connection

  255 Disc Dr Sparks, NV 89436-7707

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:07/16/2024

  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 went to the facility and tried to cancel the membership. And they said it was noted in the system and the. I was charged 4 times 2 times for ***** july 15 then another 2 times for ***** on July 12th. I finally called corporate and they said they didn't see any notation in the system so they can only cancel it and not give me a refund. But they see I haven't used this memberships in over 2 years.

  Business Response

  Date: 07/18/2024

  
  
                                                           May 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.
  It appears that there were no previous cancellation requests on file for yourself and the add on member **** ********. If you happen to have a cancel confirmation that would have been issued to you at the time of this initial cancellation request, it can be provided to us for further review. Without any proof of cancel, all charges would appear as valid at this time.
  It appears cancellation has been placed on both yours and Coris account effective immediately due to the fact that some charges were disputed with the bank. All remaining charges would appear to still be valid and are non-refundable.
  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: 07/22/2024

  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 went into the facility on my 24th and talked to one of the **** there about my cancelation of the policy. And the *** said they would notate the account about the cancelation. Of both accounts. There was no confirmation number cause they said I don't get that until the account is actually canceled. And that I have to wait 30 days. 
   
  

  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.
  I can confirm that both accounts have been terminated as of 07/18/2024 due to disputed charges. An email confirmation is not sent since our billing department cancels it from their end. I have provided proof of cancellation for both ****** ***** and **** ******** in the separate attachment as reference. As for the remaining balances on file of $81.02 per member would still appear as valid since we do not have proof of the cancellation that was mentioned in the initial BBB response.
  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

  [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:07/11/2024

  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 have a current membership with Fitness Connection with autopay. They have the credit card information on file to charge the monthly fee in a timely manner. The issue is that they wait to charge the monthly fee until the 10th of the month so they can also charge a late fee (approximately an additional 15 dollars). This is a predatory business practice and not what I signed up for when I joined this gym. THEY PURPOSEFULLY WAIT UNTIL THE 10th to charge your monthly gym fee so can charge an additional late fee. I called the Fitness Connection customer service line and the person I spoke with confirmed this is what Fitness Connection does (waits until the 10th to charge the credit card on file) and the person also confirmed that they do not try to charge the monthly fee earlier (avoiding the late fee). Businesses with deceptive and predatory practices like this one should be investigated as this is not right. You are already getting your monthly fee but to try to cheat your clients out of additional money is greedy and wrong. I am requesting you do the right thing and stop trying to take advantage of your customers by waiting until the 10th to charge the credit card on file and am requesting a full refund of the "late fee" that was charged due to this predatory business practice.

  Business Response

  Date: 07/15/2024

  
  
                                                           July 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.
  It appears that we attempt the auto draft with the **** ending in ***** on the 1st of every month and it declines the same day. We have provided text notifications regarding your past due balance, to the phone number associated on the account, on said dates below:
  03/06/2024
  03/13/2024
  03/27/2024
  06/05/2024
  07/03/2024
  07/10/2024
  We allow our members to be able to pay their balance up until the 9th of the month and if there is no action made then the late fee of $15.00 is added towards the balance by the 10th of the month. I would advise speaking with your bank as to why the payments are not processing successfully on the bill date. We also suggest considering switching to the bank account and routing number as it may be an issue with the credit/debit card itself.
  At this time Fitness Connection has addressed the issue and will not issue a refund. We respectfully request that this file be closed as resolved.
  
  
  Respectfully,
  ****** V
  Dispute Resolution Liaison

  Customer Answer

  Date: 07/18/2024

  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.]

   

   

  I have a current membership with Fitness Connection with autopay. They have the credit card information on file to charge the monthly fee in a timely manner. The issue is that they wait to charge the monthly fee until the 10th of the month so they can also charge a late fee (approximately an additional 15 dollars). This is a predatory business practice and not what I signed up for when I joined this gym. THEY PURPOSEFULLY WAIT UNTIL THE 10th to charge your monthly gym fee so can charge an additional late fee. I called the Fitness Connection customer service line and the person I spoke with confirmed this is what Fitness Connection does (waits until the 10th to charge the credit card on file) and the person also confirmed that they do not try to charge the monthly fee earlier (avoiding the late fee). Businesses with deceptive and predatory practices like this one should be investigated as this is not right. You are already getting your monthly fee but to try to cheat your clients out of additional money is greedy and wrong. I am requesting you do the right thing and stop trying to take advantage of your customers by waiting until the 10th to charge the credit card on file and am requesting a full refund of the "late fee" that was charged due to this predatory business practice.

  
  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:06/30/2024

  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 gym membership in February. It was advertised as month to month. I pay for a premium membership to be able to use the basketball courts. The location I go to in ******* has implemented scheduling of their basketball court that does not work for me. I tried to cancel today in person, and they told me that I had signed up for a year and would continue being charged until next february. This was never noted in the original purchase I made, nor did I sign anything that would lock me into such a contract. I argued this with the front desk for 20 minutes, and they eventually told me to leave and gave me a customer service number to call. **************** was not even open and won't be until Monday.These are predatory marketing tactics to bait and switch your customers with the promise of no commitment and then tell them they are on contract and refuse to cancel billing when they no longer want to use the gym.

  Business Response

  Date: 07/02/2024

  July 2,2024
  
  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.
  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 your agreement, it shows you are under a month-to-month agreement and no buyout fee is needed to cancel. My apologies for the misinformation, to cancel 30 days notice is required.
  According to our records, ******** enrolled on 02/18/24 and spoke with a customer service agent on 07/01/24 to request to cancel. The membership has been set to cancel 7/31/24 and the last payment was 7/1/24 per the 30 days.
   At this time Fitness Connection respectfully request that this file be closed as resolved.
  
  Respectfully,
  ***** M

• Initial Complaint

  Date:06/17/2024

  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.

  The issue I'm having is I've been inside of this location 2 months in a row and change my building information. Last time I went in I provided a new card and a new account and a new accounting and routing number and the gentleman didn't change it. So this is the 2nd month that they have tried to pull the payment out of the wrong account. Now my bank is asking me to pay a ************************************************************************************* they have been trying to take money out of that account. The purpose of me coming in there and changing the information was to keep that from happening. I have called the location several times and haven't been able to get to a supervisor the only thing my bank is needing is someone to Provide me with the letter saying that the account number wasn't changed correcglee but no one is willing to cooperate and put a supervisor on the Phone. Now the sad part about it all what completely has me baffled is the fact that once I Came in the last time and provided the gentleman with the information he charged the proper account to bring the account current but then didn't change the billing information. I need something showing with the last month's payment came out of my other account And A letter stating that it should have been taken out of the other account that was provided to him so my bank will do the reversal and bring my account current and will not be closed.

  Business Response

  Date: 06/18/2024

  
  
                                                           June 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.
  I have switched the form of payment to the correct one ending in - 1138. We do not have a way to send a formal letter of this occurrence,but your bank may contact us at ************** or ************ with you on the line and we can confirm with them of what happened so they can receive verbal confirmation in order to process any changes onto your account regarding the $150.00 fee they are trying to charge 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

  Customer Answer

  Date: 06/26/2024

  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.]
  

  I'm rejecting this because it should not have come out of Card 1138. I bought in a new card as well as new account information but you all have still been trying to take the money out of the original account that I set up the fitness membership with. 

  The past 2 months have still been coming out of the wrong account when I bought the new information in. Why would you continue to try to charge account with the card ending at 1138 if I came in 2 months ago to change that and that is the reason why I have over a $150 worth of overdraft fees on my account now which is why my bank is stating that you all print a letter or send me a letter to present to them so they can reverse the charges because they will not reverse the charges without a letter. My credit union has demanded several times that in order for them to reverse the charges since you guys have not taken it out of the proper account and did not change the information accordingly apparently that that is the only way that I can get that money back

  So unfortunately a letter is necessary and I still need you guys to change the information to the proper account and rounding information that I came into the location on 2 different occasions to provide to you. 

  Regards,
  
  
   

  
  

  Business Response

  Date: 07/03/2024

  
  
                                                           July 03, 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.
  Based off of your initial complaint, it states you were wanting the form of payment switched. We see that the form of payment being attempted to be added is the card ending in *****. Since this is not the form of payment you are wanting linked to the account you may update it on the app. To do so, assure you are logged in, then select the profile photo in the top left corner, select Manage Account. It will direct you to your member portal. You will then select the red circle in the left corner, then select My Account, then Manage Payment Methods. You will be able to add the form of payment that you prefer to link to your agreement. That way you are confident that the correct information is input.
  We are unable to provide a written letter regarding this error,but your banking institution is able to contact us at ************** or ************ with you on the line and we can confirm with them of what happened so they can receive verbal confirmation in order to process any changes onto your account regarding the $150.00 fee they are trying to charge 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

  Customer Answer

  Date: 07/31/2024

  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,
  
  
   The issue is over 3 months ago I came into fitness connection I gave the The young gentleman at the front desk can caucasian guy new routing an account information, I was getting ready to go on short-term disability were preparing to have surgery I was setting my accounts up to where my family could run things in the event that I was not able to because I was not going to be able to drive. I gave the gentleman the new account in routing number the next month I got charged out of the wrong account, I spoke with the gentleman by the name of Cleveland who told me that the payment didn't go through on the account after looking it was because he still did not change the Account information. I came back in the next day gave it to the gentleman again the new card and the new accounting information since I've been out dealing with disability they have continuously tried to charge the wrong account they also cause the account to be so far overdrawn by consistently trying to charge the wrong account after providing them the proper information too much prior. That's the bank account that I'm needing to even receive my money for disability I can't use anymore because fitness connection decided that they still wanted to charge an account that I asked them to stop charging while also giving them new information. I have asked on 4 different occasions for a letter head from the company so I can at least take it to the bank since Cleveland and one other representative at the gym have acknowledged that they can see where something went wrong because they did charge the correct card when I brought it into the gym but then turned around and charged the wrong card the next month However no one is even willing to do that so I can go back and get over $380 of money that has been taken out of that bank that my family needs for me to survive off of After even acknowledging their mistake. I filed complaint with the ************************ for fraud, And now another BBB report
  

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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 went to the Red Bird Fitness Connection to use their cardio equipment. My membership card was rejected. After much discussion about having identity theft and having to get a new credit card, the Employee, who was kind to tell me, told me what the problem could be and how to fix it. I was still permitted that particular day to use the cardio equipment, but that I need to provide my new credit card information to continue to use the facility. Within approximately a week, I went back into the ************* with my credit card then presented my new credit card to the employee who physically entered it into the computer that ****** has gone downhill from there!!For almost 7/seven weeks I've requested a call from Corporate FC!!! NO ONE HAS RETURNED MY PHONE CALL.After speaking to the ************* manager a few times as well as its assistant club manager then the club manager in ********, TX FC then calling **************** and completing several online surveys, etc., my problem has NOT been resolved. In several different phone calls, I asked the ************* manager for the area manager/district manger's email address or phone number and name,but he has repeatedly told me that he CANNOT provide for me or give out his manager's email address or phone number or name.1. Someone within a different Fitness Connection Club w/o authorization used my credit card number (could it be identity theft)...2. I am being charged for something that numerous times I've sought clarification for...3. I'm being charged late fees for what (can't get clarification)....couldn't use club equipment (don't know why)..4.Been asking for almost 7 weeks for someone in ******************* to call me (NO ONE from Fitness Connection **************** has returned my many calls to FC customer service, numerous online surveys, numerous online customer satisfaction emails, many phone calls to **************** manager........I am a VERY DISSATISFIED club member!!!I want to protect my credit history.

  Business Response

  Date: 06/13/2024

  June 13,2024
  
  RE:  Better Business Bureau File # ********
  Complaint by: ****** *****
  
  Fitness Connection does apologize for any inconvenience this may have caused. According to our records,Ms. ***** updated her billing information on 2/10/2024 and it was not attached to her agreement which caused the payments to decline. Ms. ***** was billed a total of $45 in late fees for the months of March, April, and May. There was a balance of $25.96 for May and June dues of $12.98 each, which has been removed due to the overpayment of the late fees. A refund of $19.04 was issued today for the difference as well. Moving forward the payments should automatically draft.
  
  At this time Fitness Connection respectfully request that this file be closed as resolved.
  
  Respectfully,
  ***** M

  Customer Answer

  Date: 06/21/2024

  [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:06/04/2024

  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 March 2024, I visited the 4126 S Carrier Pkwy, Grand Prairie, TX 75052 Fitness Connection location. I was told that my annual fee was due and I would not be able to come and workout until it was paid in full. I paid half of my annual fee and requested an employee to place my membership on hold until I was able to pay the rest.
  
  I was assured that this would be taken care of promptly. However, I recently visited this location in May 2024 looking to clear my annual balance and was told that my account has not been placed on hold as requested, and I have been charged for the subsequent billing period without my consent.
  
  The employee only put, "On a payment plan" and didn't even initial. When I asked if they must place their name/ initials after every note, they agreed this was legally requirement. I tried to describe the employee appearance in hopes that the other employees would know but I don't know if this employee was let go or left the company.
  
  I am sure the employee schedule and the day I was last there will coincide with the employee I am speaking about.
  Here are the details of my account and the charges:
  
  
  Date of Request: March 2024
  Amount Charged: *employee mentioned charges & late fees*
  
  I am disappointed by this oversight and the inconvenience it has caused. I request the following actions be taken immediately:
  
  • Refund the unauthorized charge(s) to my account.
  • Remove the March-May 2024 charges
  • Confirm that my account is placed on hold as originally requested.
  • Provide written confirmation of these actions once completed.
  
  Please address this matter as soon as possible. I trust Fitness Connection values its customers and will rectify this situation promptly. I look forward to your swift response.
  
  Thank you for your attention to this urgent matter.

  Business Response

  Date: 02/21/2025

  Please See Attached

• Initial Complaint

  Date:05/01/2024

  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 place is UNSAFE!On 4/29/24 at 12:05PM as I was walking thru the lot, a man approached me yelling ******************** because I backed up to allow him room to park & did not go around him instead. (Makes sense, right?!) This creep WAITED, timed it so that he approached me as I exited my car. In the lobby, he continued to scare/threaten me, yell at me. I begged that he leave me alone & repeated that I did not know him, please get away from me, stop, etc. ****** told him to badge-in & work out. I was in disbelief. ****** admitted he wasn't sure how to handle the situation & said he'd go to his office "ask someone above him." ****** stayed in his office most of the next 2hrs. I called CS & after 1hr was called by ***** ******** in HR. ****** stayed away from his computer hiding in the back corner. He peeked out to see if I was still in the lobby waiting on him. When he did leave his office, I again asked him if there was anyone I could speak to in HR so that I felt safe to keep my membership. His response was, ME. Not realizing he was being passive aggressive, I re-explained, & said, I understand youre the mgr, you told that guy to badge in. I need to know of a better resolution so I feel safe returning. Is there anyone I can speak to aside from you? He again said, Me. Its me, and thats it. He was smirking now, so I got he was being dismissive & manipulative. ****** wrote his contact info on a flyer. I again asked ****** if there was anyone else I could talk with & said like HR or at the region or district level ...he smirked evilly & said, ME.*****/HR said she would get back to me 4/29 later that day after receiving my statement since a total of ~$600 was set to come out of our account for the May fee 5/1. As of 3:30PM EST 5/1 I haven't heard back. We had to place a freeze on our account & contact our bank. My husband drove there & asked to cancel TODAY, & ****** hid in his office saying he needed to "ask someone above him if we could cancel."

  Business Response

  Date: 05/03/2024

  
  
                                                           May 3, 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.
  Your feedback is vital to us, and we take member safety and satisfaction very seriously. We assure you that the information you've provided has been shared with our corporate team for thorough review and utilized for coaching purposes. As requested, your membership has been canceled, and no additional fees will be assessed. If you would like to discuss this matter further, we encourage you to contact our corporate team 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

• Initial Complaint

  Date:05/01/2024

  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.

  Today I canceled my membership, because I never used it and I was paying it almost for a year, they ******* that they can't refund my money of this month but I want my money back,

  Business Response

  Date: 05/03/2024

  May 3,2024
  
  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. Per agreement, a buyout fee of $99 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 01/19/23 and she was under a contract until 01/19/2024. No buyout fee was paid to cancel, or request made until 5/1/24 when Ms. **** spoke with a customer service representative. The membership has been set to cancel 5/31/24 and the last payment will be 5/1/24 per the 30 days notice required since 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.
  At this time Fitness Connection respectfully request that this file be closed as resolved.
  
  
  Respectfully,
  
  ***** *.

• Initial Complaint

  Date:04/29/2024

  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 signed up online and within a week realized I just don't have the time or extra money right now. I would have considered getting the membership in a month or two when life settles down more for me, though after speaking (over phone) to customer service this morning I had Deja vu at the lack of customer service skills these people have at Fitness Connection & this is why I canceled my membership last time..so now they want to charge me an extra $49 IN ADDITION to the $83 I've paid already, just to cancel the memberships. So she said it doesn't matter if I paid for a service and didn't get it, that's not how they work. I'm sorry?? WHAT DID I PAY FOR?? IM GUESSING THATS A PIECE OF PAPER so they can hold you accountable whether you use their service or not..How is this customer service, how is this right, morally ethical?

  Business Response

  Date: 05/03/2024

  May 3,2024
  
  RE:  Better Business Bureau File # 21639639
  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 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 04/20/24 and spoke with a customer service agent on 04/29/24 where it was explained that she is under a contract until 04/20/2025 and to cancel a buyout fee would need to be paid. Members have a 3-day window to cancel without paying the buyout fee but no request was made prior to 4/24/24. 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.
  
  At this time Fitness Connection respectfully request that this file be closed as resolved.
  
  
  Respectfully,
  
  ***** *.

• Initial Complaint

  Date:04/22/2024

  Type:Facilities 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 Thursday, April 18, 2024 I checked my children into the kid's club around 4pm. After my workout, I noticed my son was very tearful and upset. He was glad to see me, and that's not like him because he's usually sad to leave. My daughter told me he had been assaulted by two older boys and the staff didn't help him or notify me. One child shoved him, and when he went to defend himself, the other child held him back so the bigger boy could hit him in the face and eye. The incident happened in the basketball court. I have contacted the club for resolution and filed a grievance. Apparently, the staff didn't follow through with the protocol, and my son is terrified of attending this gym. He's been so tearful. This should've never happened. Please don't bring your children to this facility. I don't know why it was acceptable to accept the risk and bypass protocol. Please protect your babies, and make different arrangements.

  Business Response

  Date: 04/26/2024

  
  
                                                           April 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.
  We currently have brought this to the attention of our upper management team to further review this case. They will be in contact with you with further details.
  At this time Fitness Connection respectfully request that this file be closed as resolved.
  Respectfully,
  ****** V
  Dispute Resolution Liaison