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:04/22/2024
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 went to his location last month due to a business trip I had in Houston Texas. I was able to obtain a 5-day free pass online that I was excited to use since it was close to the hotel I was staying at. When I went and showed my pass, the lady in the front desk Brenda ***** and/or Cammuso ****** (name on receipt) told me it was invalid because I had to show a Texas ID to use it, which of course I didn’t have (I reside in GA and there are Fitness Connection gyms here as well!). I reviewed the pass once again and corroborated that nowhere in the 5-day pass that I collected online has this requirement noted. This makes the whole “deal” a false advertisement. Since I was already there, and due to that I had used ride share service I decided I would just work out. The lady told me I could use the gym for the week if I paid $50 dlls which I thought that it was an excessive amount since the most basic monthly fee doesn’t even surpass the $10 (it’s noted right in the entrance of the gym and also online). I paid the $50 because I didn’t have any other choice due to all the efforts I had made. I ended up going only two days since I wasn’t pleased with the treatment I received, and I just didn’t feel the whole transaction/communication was right.
I’m very dissatisfied and I feel this lady took advantage of me. I am requesting a full refund.

My receipt is very blurry since it has been in my purse, but this is the information noted:

Receipt number 153551573 paid on 03/18/2024 at 7:41pm.
Station 2302
****** Cammuso sold by Brenda *****
Business Response
Date: 04/22/2024

April 22, 2024

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

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.
Our 5-day passes do provide the requirements once the pass
is received via email. This is also stated on our website where our policies
are located at ******************************************************, under
the 5-day pass tab. It states that a valid local ID or driver’s license would
be required. An example has been uploaded for reference.
Unfortunately, since Ms. ******** agreed to purchase a
weekly pass for $50.00+tax after the requirements of the 5-day pass were
further explained in club, stated on the website and in the 5-day pass that was
emailed to Ms. ********, we are unable to process a refund as this purchase would
appear as valid.
At this time Fitness Connection has addressed the issue. We
respectfully request that this file be closed as resolved.

Respectfully,
Vivian V
Dispute Resolution Liaison
Customer Answer
Date: 04/25/2024
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.

I appreciate your prompt response. However, I must respectfully express my disappointment on the company's resolution to this situation as a costumer. A member of the "We Care" response team had already agreed that it is your company's fault on lacking knowledge on your own policies/procedures AND this decision is unfair because you are falsely advertising a service. Attached email for your review.
As you may be aware, false advertising a product/service is both illegal and unfair to us costumers. You must be be providing accurate and truthful information about your products and how you plan to offer them to potential customers. In addition, I was also contacted by a member of this gym in Pasadena, TX. Your team called me every day since 03/15 to make sure I was attending this location and using my free 5-day pass. I made the appointment for 03/18. I want to note that my information as to where I reside was already on file, and I suppose you should have record of this because I filed out the form online. During the phone conversation I also made sure they knew I was visiting for work. Don't you think they would have made me aware that the pass was not going to be effective since I was out-of-state? This would certainly had avoided this unpleasant situtaion, but again, this comes from the lack of information your employees have regarding this matter.
I did not utilize your facility for the price I was charged when in the first place, I was not supposed to be charged for a service that was falsely advertised as nowhere in the email states that a local ID has to be shown (I attached the email for your review) in order to make this pass effective, and as you are aware, your company has multiple locations throughout the nation so this shouldn’t be a problem. Therefore, this is an overlook on your company’s end and I shouldn’t be the one punished as a consumer. After several minutes going back and forth regarding the pass, I had to pay. Why? because, again, I was traveling for work and I was using a ride share service. The lady in the front desk informed me that they were going to close at 9pm, therefore I had an hour to work out being this my sole purpose for this visit. I had no other choice, really.
I kindly request reconsideration of your refund policy in this instance as it is not my wrong but your company's and employee’s lack of knowledge on your own policies.Your understanding and cooperation in this matter would be greatly appreciated.
Initial Complaint
Date:04/19/2024
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.
I joined the gym on or about the 3rd of March 2024. I had a combined membership for two gyms in the area. The initial charge of $24.99 was billed to my credit card followed by a charge of $19.99 to my bank on 4 -1-24. I reported an issue with both gyms on 3-28-24 based on some of the unhygienic practices at the gym, mainly in the spa area. People wearing street shoes in the sauna and vulgar language in the jacuzzi area at the gym in Sparks. The gym in both areas is always crowded at the times I attempted to use it and the equipment was hard to access in the main machine areas and free weights in Sparks. I attempted to resolve the issue by talking to Brandi on 3-28-24 at the Reno location and she was supposed to call me back but didn't. That is when I got the second charge. I went to see her 4-2-24 and asked if they could refund that amount because I wanted to cancel. She sent a message to corporate and I never heard back.
Today I spoke to two customer services agents to cancel my account. The first on on 4-18-24 at 8:27 am. She sent me an email stating cancellation without the amount quoted of $49.99. I called again a noon and spoke to Mireya Arroyo. I asked for an invoice stating the cancellation fee and told her I wanted to cancel effective today 4-18-24. She said it would be canceled 4-30-24. I told her I wanted no more charges from their company. I feel the company is deceptive and is stringing people along to continue to charge their accounts. I only used the gym 5 times in March and nothing else. I would like my money returned to me. I have no supporting documents as everything was done electronically which again is not ideal.
Business Response
Date: 04/23/2024
April 23,
2024

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

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. Moving forward you will see change. This issue
with the Sauna, cleanliness, and the workout area has been passed along to
upper management.
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 is required to cancel
if under a contract.
According to our records, Ms. ******
enrolled on 03/03/24 and spoke with a customer service agent on 03/27/24 where it
was explained that she is under a contract until 03/03/2024. Due to having the
FC plus membership at $19.99/month, to cancel a buyout fee of $99 would need to
be paid. Ms. ****** then spoke with another representative on 04/05/24 requesting
to downgrade the membership to FC basic at $10/month which was processed. On 04/18/24
Ms. ****** called in to cancel the membership again and was advised of the
buyout fee of $49 due to the downgrade. Ms. ****** agreed to proceed with the
cancelation and the buyout fee was invoiced and the account has been set to
cancel 4/30/24. The buyout fee was paid on 4/19/24. 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,
Laura M
Customer Answer
Date: 04/25/2024
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.

Yes I did try to cancel the membership online on 3/27/24 but the dispatcher suggested I contact the gym which I did. They led me to believe they would ask the District Manager about canceling without incurring a cancellation fee, however Brandi never got back to me so I was charged for another month of dual membership. I have already explained that in my complaint. I did reduce my membership to one gym however, I did not want to be in that environment any longer. It is unsanitary to have people go into a spa (sauna, jacuzzi, steamroom) with street shoes, clothes they worked out in and without rinsing off prior to using the facilities.
I feel the staff intentionally baited me so I would have to continue to pay, knowing they were never going to try to appeal to their management. I feel their business model is set up to collect monthly memberships knowing how difficult it is to cancel a membership.
Regards,
Maria ******
Initial Complaint
Date:04/17/2024
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 into the location on ****** where I got my membership on 3/31/2024. I paid ****** on this date for the early termination fees. The staff member informed me that my account was terminated and I should see no more charges. I also received an email stating the effective termination date was 3/31/2024. I called the phone number listed for the store today 4/17/2024 because I noticed a charge for ***** on my card from them. I spoke to ***** ***** informed her of the issue and I was just looking for a refund as the in store staff member stated. She looked at file and stated that my account is set to terminate on 4/30/2024 and the transaction was already pending so I could not get a refund. I informed her I paid the termination fees and that their staff stated I was done paying. She then stated she can only go by what the computer said. I then asked to speak to a Supervisor which she stated there was none. I then asked well then who do I have to speak to that is above her. She again stated there is no Supervisor but she can transfer me to a Store Manager but the call may be dropped. I then asked for information who owner the company which she stated she could not give me that information. I was able to get an address for her for *********************************. She stated that was for the chief of legal council. I thanked her for that information then reached out to you all.
Business Response
Date: 04/19/2024
April 19, 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 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, Mr. ****** enrolled on 06/25/23 and spoke with a customer service agent on 04/17/24 where it was explained that he is under a contract until 06/25/2024 and to cancel a buyout fee would need to be paid. Now since Mr. ****** contract ended by 6/25/24 the remaining amount owed is $41.14 after Aprils payment was made and not $107.17.Due to this, a refund of $66.03 has been requested. Please allow 5-7 business days to receive the refund. The account is set to cancel by 4/30/24 due to Aprils dues already pending by 3/31/24 and Mr. ****** will have until then to use the facility. Our apologies for the misinformation given and the way Mr. ****************** was handled.

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

Respectfully,
***** M
Customer Answer
Date: 04/25/2024
[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:04/11/2024
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.
For the past few months, I have been trying to cancel my gym membership. I ran into financial difficulties and immediately reached out to cancel my membership. I was told that I could not do that without paying some outrageous amount. I informed the *** that the reason I was cancelling is because of a financial hardship, if I had money to pay them I wouldn't be cancelling my membership. Fitness Connection has continured to bill me month after month even though I only been to the gym once in the whole time of my membership. This practice should be illegal, I can't go to the gym because my account is in the negative but the company can continue to charge me every month UNTIL when?!?! Make it make sense. I want this issue resolved and my account cancelled with this gym and for them to no longer charge me for something they aren't providing. This should be illegal!
Business Response
Date: 04/12/2024
April 12,2024

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 buyout fee of $99 is required to cancel if under a contract.
According to our records, Ms. ***** enrolled on 11/22/23 and spoke with a customer service agent on 02/22/24 where it was explained that she is under a contract until 11/22/2024 and to cancel a buyout fee would need to be paid. Currently there is also a past due balance of $249.79 due to no payment being received for December April of $24.35 each, a late fee of $15 for each month, and the annual fee of $53.04. 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,
***** M
Initial Complaint
Date:04/03/2024
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 3/8/2024, I signed for membership under the impression that Yoga classes were available. 1st class was scheduled on 3/13/2024. Upon my arrival for the class, I was informed that there were no Yoga classes at said facility. Due the 3 day cancellation window passing, Im being charged a $99.00 cancel fee. I was misled into membership.
Business Response
Date: 04/05/2024
April 5,2024

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 buyout fee of $99 is required to cancel if under a contract.
According to our records, Ms. **** enrolled on 03/08/24 spoke with a customer service agent on 03/25/24 where it was explained that she is under a contract until 03/08/2025 and to cancel a buyout fee would need to be paid. Members do have a 3-day window to cancel the contract but since it has been past this time a buyout fee would need to be paid. My apologies if there was any confusion, all the classes are on the Fitness Connection website. At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Initial Complaint
Date:04/02/2024
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.
On October 23rd, 2023, I called Fitness Connection Help Desk, requesting a cancellation to my gym membership due to short-term disability. Which was confirmed over the phone with the person who claimed they would cancel the membership before my next due date. I also contacted my personal trainer at the Sparks Location, ****** ********, and informed her that I had begun short-term disability. Instead, I was charged the account and continued to be charged for months while seeking treatment unemployed. Just yesterday April 1, 2024, I was contacted by Fitness Connection to confirm the account. (I will provide proof of incoming call) I vehemently stated and confirmed that the subscription has been requested cancelled on October 23, 2023. Not only because I am on disability; I have moved (2/26/2024) and no longer access the Fitness Connection in ******, **. The young lady hesitated but assured me the account had been cancelled and that I would not be billed again. I woke up to another combined $250 monthly charge for a subscription I have tried to cancel from Fitness connection since October 23. 2023 One may ask, why havent I tried to cancel my subscription through the Mobile app or online? I cant! Fitness Connection online services are not developed to assist in cancellation of services. Theyre designed in facade to show the consumer the option to cancel, but the link does not exist. I will provide proof in attachments. During this time, Fitness connection has continued to charge my bank account despite my attempts and confirmations to cancel my subscription with their team, who is mostly and conveniently unavailable the two weeks after the billing cycle. Running skeleton crews, forcing 70-minute holding times for all attempt to reach a person, who will just lie to me anyway. All the while using every dodgy service and communication tactic shackling me and other customers into subscriptions. Thank you for your assistance.Sincerely ***** *.
Business Response
Date: 04/04/2024

                                                         April 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.
Based on our records, it appears that Mr. ******** called the customer service department on 10/24/2023 to inform us of neck problems but did not request a ***************. Gallegos called on 01/22/2024 to cancel but after being offered to freeze his account, he then agreed to this offer. His membership was frozen for a 60-day period from 01/31/2024-03/31/2024, with the next bill date of 04/01/2024. His personal training agreement was placed on a freeze on the same day and was set to go into effect 02/01/2024-04/01/2024, with the next bill date of 04/02/2024.An email confirmation was sent for these changes at the time it was processed. *********** called back on 04/02/2024 where this information was provided to him as well and he disconnected the call resulting in no changes being made to the account.
  If Mr. ******** wishes to continue with cancellation a 30-day notice will be required. The cancellation can be requested in person at the club, by calling the customer service phone number **************, or via certified mail at the following address: *************************************.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 04/04/2024
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 did initially call for a neck condition on 10/24/2024. A neck condition I medically disclosed and continually discussed with my trainer when I applied for membership to Fitness Connection, and as we progressed training. I injured my neck and that began an ongoing set of physical and mental conditions until the end of February this year, 2024.
I called to cancel this subscription but instead of just saying yes, I have to suspend my account, give 30 days' notice like I'm living at the gym before I can leave a membership.
I'm dealing with physical and mental ailments and my gym provider can only say is "PAY ME!!!"
This is a joke. This is completely unacceptable. Fit Conn is lucky I should not find a lawyer to pursue subpoenas for the actual verbal recordings. you ****** of Fit conn. has clearly reviewed and failed to disclose the complete story. Instead, she wants to disclose only what protects her employer.
Attached are copies my Short-term disability through FMLA and the summary from the Doctor from dates 10/2023 to the end of 02/2024. To further substantiate my claim: I received promos from Fitconn during what I presumed was after my cancellation of service, as requested, to rejoin the gym. I'll provide a screenshot of those as well.
I am expecting a full refund of 4 months of Membership in the total of $1000

Regards,

*****
Initial Complaint
Date:04/02/2024
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.
Cancelled my membership of 10 years with FC due to me moving. They say there was no record of it on file and didnt cancel when I canceled in the club. They are refusing to refund me $270. There customer service agent is dismissing and hung up on me
Business Response
Date: 04/03/2024
April 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.
We apologize for any misunderstanding that may have come from our facility. According to our records, Ms. ******* requested to cancel membership on 12/27/23 over the ********. ******* account was cancelled on 1/31/24 with the final payment being 1/1/24 per 30 days notice. If Ms. ******* can provide proof that a termination was sent before, we would be more than happy to correct any issue. The acceptable proof would be the certified letter tracking number or a cancelation email proof.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Dispute Resolution Liaison
Initial Complaint
Date:04/01/2024
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.
Fitness Connection has been charging my bank for two payments a month. I can see it goes all the way back to October 2023. Im being charged ***** and *****. The only payment should be *****. I havent never been to the gym. My statement on my phone only lets me see back to October 2023. Im not sure how far it went back before then. I tried to call them I was on hold for one hour and twenty nine minutes, still havent been able to get nobody. I would like a full refund of my money.
Business Response
Date: 04/02/2024

***** 2, 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 *********** enrolled on 09/08/2023 for the ** Plus plan type priced at $5.00 down and $19.99/month. Mr. ******** also has a $2.50 fee that is applied to his monthly charge due to using credit/debit card for his recurring charges. He paid $22.02 at the time of enrollment, which was $5.00 down and prorated monthly amount of $17.02. His first full monthly amount of $22.49 was to come out on 10/01/2023 but was unsuccessful. This has continued since said date and his account is now reflecting a balance of $161.47. It appears that the ***** 1st monthly charge is still currently pending and March monthly charge of $22.49 and late fee of $15.00 was recently reattempted today, 04/02/2024. It takes 3-5 business days for the bank to notify us whether or not the payments cleared successfully so there is a chance that the current past due balance can change due to these pending payments. We have sent notifications via text at an average of 5 times a month regarding the past due balance as well.
A membership was then created on 11/09/2023 for the ** Plus plan type priced at $0 down and $23.99/month. Mr. ******** also has a $2.50 fee that is applied to his monthly charge due to using credit/debit card for his recurring charges. He paid $19.14 at the time of enrollment which was the prorated monthly amount. Mr. ********* first full monthly amount of $26.49 was to come out on 12/01/2023 and was successful.We seem to have experienced the same issue where none of the charges were successful after December 01, 2023, and currently waiting on the status for the ***** charge and the reattempt for the March monthly charge plus late fee. Text notifications were sent at an average of 5 times a month regarding the past due balance as well.
I have processed an immediate cancellation on the account created on 11/09/2023 (T809393764) and applied the enrollment payment of $19.14 and December monthly charge of $26.49 towards the balance on the original account that was created on 09/08/2023 (T809379940)since that balance would still be considered valid. With the payment of $19.14 and $26.49 being applied towards the balance, the new balance is $115.84. This amount may change if the pending charges for ***** and the reattempt for the balance for March 2024 were to return as unsuccessful.
It appears that no payments are eligible for a refund since the majority of the charges were unsuccessful and the two charges that were successful was applied to the balance on the original account.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 04/04/2024
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,
Initial Complaint
Date:03/14/2024
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 been continuously charged for service at the Fitness Connection location in ****, ** for almost a year now. I have been too busy to even think about going out of my way to v cancel a membership that I've haven't been moving. I've gotten married, had a baby and relocated to a different state, among so many other things in life. I finally called to cancel because from 1/23/24 - 3/2/24 I have had $199.95 taken from my account. Not including the amounts taken for the months of ******************************************* any Fitness Connection facilities. I'm really dissatisfied and dissapointed with my total experience with this gym especially because there is NOTHING in place to cancel memberships automatically that are clearly showing to be inactive after a period of time. I call the customer service only to be told there was nothing we could do. So clearly I signed a life long membership that's month to ? I DO recall signing a MONTH TO MONTH contract. And how is it that if I didn't pay for that month I couldn't use the facilities BUT I can NOT GO and still be charged for services I no longer use. I'd really like to know where this company's integrity is? In 51 days I can have $200 taken and told "sorry". Only to be waiting on another payment taken out within this 30 time period before actually canceling.
Business Response
Date: 03/15/2024

March 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.
Per agreement, there are three ways to cancel your membership. A cancellation may be done in person at the club, by calling the customer service phone number **************, or via certified mail at the following address: *************************************. A 30 daysnotice is required when a cancellation is requested.
According to our records, Ms. ******* enrolled in a 12-month commitment on 05/27/2022 that expired on 05/27/2023. It then rolls over to a month-to-month membership plan until the member requests cancellation with a 30-day notice. We do not charge based off of usage. ********** requested to cancel her membership on 03/14/2024 over the phone. The customer service representative advised a cancellation would be processed effective 04/30/2024 with the final payment being 04/01/2024 per 30 daysnotice.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:03/07/2024
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.
I have been going to this gym for 3 years paying $10/month. Suddenly my bill is now $12/month. My wife had the same thing happen. Unfortunately we had to go this route to resolve her issue. Hers was corrected because she got it for the use of the one location. I requested the same thing today from the manager and was told no. This is an unfair and discriminatory practice. You are advertising $10/month currently. You just randomly pick people to upcharge the rate with no rhyme or reason or notice? I want my rate back to $10/month.
Business Response
Date: 03/07/2024
March 7, 2024

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

Fitness Connection does apologize for any inconvenience this may have caused. Members were communicated on 1/29/24 via email that effective March 1, 2024, the membership dues would increase from $10 to $11.99 per month. Fitness Connection continuously strives to enhance the services and facilities to provide you with the best possible fitness experience. As part of the commitment to maintaining the high quality of the facilities offerings, Fitness Connection occasionally needs to make pricing adjustments. All members that received the notice of the price increase were granted access to all Fitness Connection locations.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
*****
Customer Answer
Date: 03/08/2024
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.

Fitness connection is engaged in discriminatory and predatory business practices by raising some members rates but not others. I have spoken to other members who have been a member of this gym for both longer and shorter periods of time than me and their rates remain $10 per month. Fitness connection is discriminating against members that are older in age and hoping we just accept the increase without justification. You cannot raise the rates of some members and not others based on arbitrary factors such as age, race or gender. You are currently also running daily promotions in regards to $10 month membership fees, I want my membership to fee to reflect the price I was quoted when I signed up, I do not want access to all gyms just my location. You have done this for other members and I expect equal treatment or you could possibly be subject to litigation for discrimination.

Business Response
Date: 03/15/2024
March 15,2024

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

Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. Pricing is not being raised based on age, race, or gender. Fitness Connection occasionally needs to make pricing adjustments. Currently the $10/month membership is only available for new members and this plan does not include all club access or premium amenities such as classes, kids club, and basketball court.
According to our records, it shows you have access to the classes and basketball court due to enrolling back in 2020. Now, due to the price increase you have been granted access to all Fitness Connection locations.

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

Respectfully,
*****
Customer Answer
Date: 03/20/2024
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.

Unfortunately, It does appear FC is discriminating as I have personal knowledge of other gym members that have had their rates increased as mine did then decreased back to the $10 a month rate by the company. Now because they are of a different race and or gender than me and are getting different treatment than I am I believe that's discriminatory. I shouldnt have to provide you with their membership information but if that is the only way to expose this inconsistent business practice or to get you folks to do the right thing I will provide that information to the BBB.
Per your response letter, I did not sign up for all access to all gyms nor does my gym have half the amenities you included in your rebuttal. I am only requesting equal treatment that you are providing other gym members.

As I previously stated, I do not want access to all gyms, I do not want access to any classes nor the basketball courts THAT DONT EXIST AT MY GYM. I just want access to my one home gym for the $10 rate my fellow members are getting and the rate you are promising new members.

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Fitness Connection is NOT a BBB Accredited Business.