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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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/03/2024
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 recently signed up for gym access under a promotional deal stating $0 down, $10/month, no commitment/cancel anytime. Now, after deciding to cancel, the gym states that I cant cancel. First they said I have a 12 month commitment, which was backtracked after I protested. Then they now state that I cannot cancel without a 30 day waiting period that includes the time needed to process the annual fee. This is directly in opposition to the questions I asked the employee while signing up. It was always yes, you can cancel anytime, no further charges will be made once you cancel. I have been lied to and this appears to be fraud. Not to mention my reason for cancelling being that the equipment malfunctioned and injured me while using it. I am now considering legal action for that issue since apparently leaving and declining to be a customer is not an option:
Business Response
Date: 03/05/2024

March 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.
Per agreement, that is provided at the time of enrollment, a cancellation requires a 30-day notice. Our promotion that ********** joined did state No commitment/cancel anytime due to the fact that this plan type is typically under a 12-month commitment which would have required an early termination fee of $49.00+tax, if the 12 months were not ******. ******* had joined without the worry of being in a commitment and had the option to cancel anytime without the early termination fee. With that being said we still require a 30-day notice as stated in the agreement.
According to our records, Mr. ******* requested to freeze his membership on 03/03/2024. The freeze is set for a 60-day period and will expire on 05/31/2024. Billing will resume on 06/01/2024. If ********** wishes to cancel at any time, a 30-day notice will still be required. 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:*************************************
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 03/11/2024
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 will not let me cancel without charging for another month plus an annual fee that would occur during the 30 day notice window. I am cancelling because of their faulty equipment that nearly broke my leg when the treadmill suddenly stopped. I noticed in the response that the company did not address their faulty equipment, or the annual fee they are trying to sneak by the BBB with the point of this complaint. All that has happened so far is a medical freeze being put on my account to pause payments, but they are still wanting an annual fee out of this once the freeze is removed at the end of May. I am still considering legal action for the faulty equipment, and have planned to visit my doctor to see the extent of the issue, but I would much rather be done with this company than to go through the longer process. If they can agree to part ways now, with no further payments after cancelling, which is EXACTLY what the employee who signed us up said when I asked, then I will consider the matter resolved.

Regards,

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.
According to our records, Mr. ******* requested to freeze his membership on 03/03/2024. The freeze is set for a 60-day period and will expire on 05/31/2024. Billing will resume on 06/01/2024.If Mr. ******* wishes to cancel at any time, a 30-day notice will still be required. Per policy our medical cancellations still require this 30-day notice or Mr. ******* has the option to be on a courtesy 6-month medical freeze.
Due to the freeze being in effect, the annual fee was pushed out to 07/15/2024 and if Mr. ******* wishes to continue with cancellation, the annual fee will not be included. 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: *************************************.
After further review of Mr. ******** account, we do not see any reports of equipment malfunctions.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:03/02/2024
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.
On 10/15/23, I joined Fitness Connection (FC) at the ******* location with the assistance of the morning manager, C---y. That day, I also paid for four Personal Training sessions.On 11/7/23, I had my initial meeting with my Personal Trainer, T----r. T----r informed me that I was on a $99 monthly plan. I explained that I had agreed to a one-time payment, not recurring. T----r suggested that I talked to her supervisor, M-----w, to let him know that I did not want to be charged for ongoing training sessions. M-----w said that it was too late to stop the 11/15/23 payment, but thereafter I would not be charged. On 11/15/23, ********* (billing) charged $99 to my debit card; paid on 11/27/23.On 12/15/23, ********* attempted to charge $99 to my debit card. On 12/19/23, while at the gym I spoke with M-----w and explained that ********* attempted to charge my card again. M-----w said he recalled our cancellation conversation on 11/7/23; however, the cancellation did not make it into the system, so he would have to speak with his manager, M-----l, who was on-site. Before leaving the gym, I reapproached M-----w for a resolve. M-----w said he did not enter my cancellation into the system on 11/7/23 because he was unclear if I really wanted to cancel. On 1/15/24, ********* attempted to charge my debit card another $99. On 1/15/24 and 1/25/24, I called ********* to explain that this service was cancelled on 11/7/23. During both calls ********* staff suggested that I contact FC's corporate office at ************. During both calls to ******************** after holding for a Representative for over 30 minutes, I ended the calls.On 1/29/24, I mailed a resolution request letter to ** *******, **. It was delivered on 2/1/24, but there's been no response.Please assist me in resolving the issue of owing FC/********* $99 for ************************* for the months of 12/23 - 3/24, as I cancelled the service with manager, M-----w and Personal Trainer, T----r on 11/7/23.
Business Response
Date: 03/11/2024
March 11,2024

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

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. If there was any miscommunication from the facility let us be the first to apologize on their behalf.
After further review and discussion with the facility, your personal training account has been cancelled effective immediately and the balance for December February dues of $99 each was removed. The facility confirmed that you requested to cancel your personal training back in November and you final payment should have been 11/15/23 due to the 30 days notice required. My apologies for this, if you have any further questions, feel free to reach out. Thank you!

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

Respectfully,
***** M
Dispute Resolution Liaison
Customer Answer
Date: 03/14/2024
[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:03/01/2024
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 a late fee.i would like the fee waived as a *********** keytag is FC2695743
Business Response
Date: 03/18/2024
March 18, 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 is states all the fees that would be charged. A late fee of $15 will be added on the 10th day if no payment is made.
According to our records, Ms. ******* spoke with a customer service representative on 3/4/24 and requested for the late fee be waived for the month of February. The late fee was waived as a one-time courtesy.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Initial Complaint
Date:02/27/2024
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.
On February 20th 2024 I was charged a annual fee of ***** a yearly fee? I'd just started a membership January 23rd 2024. I'm a woman almost 50yrs old who fell ill over the recent flu strain I had not yet been inside this Gym, Not one time. I go inside and was told I didn't have membership and to contact the members department on Monday..As advised I was told the fine print says I'd be charged within ******* a Annual yearly fee as well as membership fees an on February 15 monthly charges was not rendered an I was charged a additional late fee plus the yearly fee..I really feel cheated by this company. When I didn't nor able to use their facilities. I had to request a cancelation and was told I'd be charged an additional month cancelation takes 30days..What?..had to call my financial institution to reject any of their attempts to further collect.
Business Response
Date: 02/29/2024

                                                         February 29, 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 in the first paragraph under Membership Costs and Payment, an annual fee was set to bill on 02/20/2024 for $49. If there was any miscommunication from the facility let us be the first to apologize on their behalf. I have included a copy of your agreement where this information is stated.
I do see where we attempted the auto payment for the monthly charge on 02/15/2024 and it returned as unsuccessful on 02/16/2024. We then notified Ms. ******* on 02/20/2024 via text notification regarding the balance on file. We allow a 9-day ***** period from the bill date to be able to pay the balance in order to avoid a late fee of $15.00 posting on the 10th day of having the balance. There was no action taken on Ms. ******** behalf in regards to paying the balance.
According to our records, Ms. ******* requested to cancel her membership on 02/26/2024 with one of our customer service representatives.The customer service representative advised a cancellation would be processed effective 04/14/2024 with the final payment being 03/15/2024 per 30 daysnotice. Ms. ******* stated that she would be disputing charges and not fulfill the 30-day notice that is required with cancellation.
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: 03/01/2024
Better Business Bureau:

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

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

Regards,

Customer Answer
Date: 05/01/2024
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.

Hello regards to my complaint #*********..***** ******* with fitness connection.. receive message to respond. The site is malfunctioning and will not allow me to go further to respond..I feel like fitness Connection has already collected 1st month and a annual fee. totaling over ***** dollars..rather then refund the *****. I'm in agreement to keep and not send me into collections..when I never did use any of the services an called to cancel after 30days.they continue to charge me 2months after..all documents was e-file to my email address..And was initially told it's month to month with no contracts..Very misleading.

Regards,

Business Response
Date: 05/07/2024

                                                         May 7, 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.
As we stated in our initial response, we attempted the auto payment for the February monthly charge on 02/15/2024 and it returned as unsuccessful on 02/16/2024. We then notified Ms. ******* on 02/20/2024 via text notification regarding the balance on file. We allow a 9-day ***** period from the bill date to be able to pay the balance in order to avoid a late fee of $15.00 posting on the 10th day of having the balance. There was no action taken on Ms. ******** behalf in regard to paying the balance.
According to our records, Ms. ******* requested to cancel her membership on 02/26/2024 with one of our customer service representatives.The customer service representative advised a cancellation would be processed effective 04/14/2024 with the final payment being 03/15/2024 per 30 daysnotice. Ms. ******* stated that she would be disputing charges and not fulfill the 30-day notice that is required with cancellation.
In conclusion, Ms. ******* disputed the monthly charges for February and March plus the late fees of $15.00 per month. The disputed amount totaling $65.00. We also stated in the initial response that the annual fee charge of $49.00+tax, was valid and considered nonrefundable. We provided a copy of the agreement and where the annual fee is stated it would be deducted. This can be located under Membership Costs and Payment.
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: 05/09/2024
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.
I am not asking to be refunded any ******** dispute is how I was continually charged for not use any of the services.this was to be a non contact membership all documents was emailed. 2-15-24 that charged declined due to it wasn't a full month. I signed up 1-29-24.And on 2-20-24 a annual fee at ***** for the year?..that payment was successful which should been a monthly fee I cancelled 2-26-24 then charges plus late fee up till 4-14-24 still no services used you got the annual .now they want to send me to collections for non payment again ********** was use at all. Mis leading promotions .]

Regards,

Business Response
Date: 05/15/2024

                                                         May 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.

Ms. ******* enrolled in an open ended agreement meaning she was not in a 12 month commitment. With that being said, we do not charge based off of usage. The agreement provided states that both monthly and annual fee charges will occur until the member requests a cancellation. Ms. ******* requested cancellation on 02/26/2024 which is 6 days after the annual fee of $49.00+tax was charged. Our 30-day notice for the cancellation is based off the day that is requested which was 02/26/2024. Therefore, Ms. ******* would be responsible for the final monthly charge on 03/15/2024 and all charges previous to the date of cancellation request. We do not report to any credit bureaus so the balance that Ms. ******* did not pay will not be going to collections.

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
Initial Complaint
Date:01/30/2024
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.
Billed on 01/14/2024, Amount 1194 I bought a set of personal trainer session for one time charge, and my credit card was charged monthly for six months. I got shoulder injured possibly due to the improper training and asked to discontinue my training. She said she could freeze it for six months not telling me that they would start charging again after six months. I see now that my credit card was changed $199. I never agreed to the recurring charges and I was told by the person that signed me up that this was a one time charge, and that employee is no longer with the club. I worked with a personal trainer for about 3 months but was charged for additional 3 months and am getting a new charge for January again. I called ********************, which is their Personal Training billing company and after waiting for 5 days from my initial call to get a call back, they told me that there is nothing that they can do and to contact the club. I went to the club and talked to the manager and, I was told that he could nothing and gave me a customer service number. I called them, and after 33 minutes on hold, I got a response from their customer service and they told me that there is nothing that they can do and have a delinquency department to send me an email. This is a fraudulent outfit and it needs be able to answer customer billing dispute in a better way. I will also be filing my complaint to so that they get investigated for their deceptive billing practices.
Business Response
Date: 02/07/2024
February 7, 2024

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

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. If there was any miscommunication from the facility let us be the first to apologize on their behalf.
According to our records, Mr. ****** requested to freeze the account on 6/12/23 due to medical reasons. The freeze was processed effective 6/13/23 12/13/23 for 6 months and the next payment was scheduled to draft on 12/14/23. Mr. ****** then requested to cancel his personal training on 1/30/2024 over the phone. The customer service representative advised a cancellation would be processed effective 3/13/2024 with the final payment being 2/14/2024 per 30 days notice due to no record of a request to cancel the training prior to this date. If Mr. ****** is able to provide proof that a termination was processed back in June, we would be more than happy to correct any issue. The acceptable proof would be a cancelation email.
A copy of the personal training agreement is provided at the time of enrollment. This copy will be attached with the letter as it was signed by Mr. ************* this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Dispute Resolution Liaison
Initial Complaint
Date:01/25/2024
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 trainers at the gym frequently change or are not available, and this inconsistency has led to difficulties in tracking my progress and achieving my fitness goals. I believe that consistent guidance and support are essential for members to make the most of their gym experience--especially when we are paying.Furthermore, I have recently been penalized as my sessions have been burned due to trainer changes and scheduling conflicts. This is not only frustrating but also feels unfair as it affects the value I get from my membership. I have already canceled since you all are not consistent enough. However, I would like a partial refund and all the session can be forfeited.I kindly request that you address this issue promptly by implementing measures to ensure more consistent trainer assignments and fair policies when it comes to penalizing members for session burns. It would greatly improve the overall gym experience for many members.
Business Response
Date: 01/31/2024

January 31, 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 after further review, we have come to an agreement to process a refund for the month of Januarys personal training payment and Ms. ****** will have access to her personal training sessions until 03/11/2024.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:01/23/2024
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.
My money was stolen. I went into the gym to sign up for a gym membership. I paid with a debit card. The funds was taken from my account but it did not show up in the system as being registered for account. I was then told to call customer care. I called customer care, sent over banking documents showing that the money has been taken from my account but I have no service for the money that they received. They informed me that have to wait 7 days for money to be unhold. So essentially they have stole my money and I have not received a service. This is unacceptable. If someone pays for a service they should receive a service. Not be told they can't receive a service, and there money is being held by the very institution that is offering the service. I was told someone would give me a call, but nobody did.
Business Response
Date: 01/24/2024
January 24, 2024

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

Fitness Connection does apologize for any inconvenience this may have caused. According to our records,no account was created on 1/19/2024. The transaction does show as pending which means this charge will drop off as the document uploaded by cash app states.This can take a few days to reflect on your account. If the payment does not drop off and shows as completed please reach out to us and provide a bank statement for further review.

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

Respectfully,
*****
Customer Answer
Date: 01/26/2024
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.]

Regards,
Initial Complaint
Date:01/13/2024
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 joined fitness connection and gave them my account number and debt . I than placed a differant card on file and asked that they not use my old account the business was pulled frim bith the new card and the old amount so much i had to close oyt the account
Business Response
Date: 01/23/2024
January
23, 2024

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

Fitness Connection does
apologize for any inconvenience this may have caused. Ms. **** did sign an agreement
with Fitness Connection that list the cancelation policy and the charges.
Fitness Connection gives every member a copy of their agreement on the day they
join and all fees that would be charged.
According to our records, Ms. ****, requested
to cancel her membership on 1/12/2024 over the phone. A cancellation has been
processed effective 2/14/24 with her final payment being 1/15/2024 per 30 days’
notice. Ms. **** was billing from her bank account until 12/30/23 when it was
changed to a VISA and a payment of $63.87 was made. This payment was for the
annual fee of $53.04 and the past due balance for December monthly dues of
$10.83.
At
this time Fitness Connection charges are valid per the agreement and respectfully
request that this file be closed as resolved.

Respectfully,
Laura M
Initial Complaint
Date:01/13/2024
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 went to the facility to change my card information way before my due date. They waited to take my payment out for whatever reason. Now they charged my card and charged me a late fee. I did nothing wrong. My card information was there . Its their error and now Im being penalized
Business Response
Date: 01/17/2024

January 17, 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 Ms. ********* updated her form of payment the day her monthly payment was already in pending status with the original form of payment. This payment then returned as unsuccessful due to the original banking information being closed. We then notified Ms. ********* via text message of the balance that is owed.
All members are provided with their member portal login credentials to be able to make any changes to their billing information and view all payment history. This helps in the case of avoiding potential late fees if billing information is in need of being updated. We advise all members to have this updated 3-4 business days prior to their bill date, in order to avoid the payment from being returned with the form of payment that is no longer in use.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Customer Answer
Date: 01/31/2024
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,
This is not true. The app does not allow you to change your payment information. Therefore I went to the gym. The receptionist said that it cant be done in the app. Only in person. She also stated that they had not run any of the payments yet. Nothing was already pending. I have never been late. I hardly ever use the gym, yet I keep my membership. This is bad business, then to just flat out lie is really sad

Business Response
Date: 02/15/2024

February 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 Ms. ********* updated her form of payment on 01/01/2024. Her monthly payment bills on the 1st of every month and the January monthly payment was already in a pending status with the original form of payment. We are unable to stop a payment that is already in a pending status. The payment then returned as unsuccessful on 01/05/2024 and a text notification was sent on 01/10/2024 regarding the balance. Ms. ********* did not pay the balance at this time to avoid the late fee being charged. The payment was then resubmitted again on 01/12/2024, which then included the late fee.
In addition to this, our members have access to their account information including updating their form of payment, viewing payment history and can pay any potential balance on our member portal through our website. Although members cannot make a payment directly through the app,there is an option that directs our members to the member portal through the app. Ms. ********* may access this by selecting her profile photo on the app then selecting Manage Account. This will redirect her to the member portal on our website. If she has any issues logging in, she may contact customer support at ************ or via chat through our website, during our business hours.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Respectfully,
****** V
Dispute Resolution Liaison
Initial Complaint
Date:01/04/2024
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 12/29 after receiving 11 phone calls in 2 weeks to join their gym, I finally decided to do so. After speaking with my significant other and confirming one of their locations was where I thought it was, I discovered the gym I was supposed to sign up for was not Fitness Connection. That was yesterday, 1/03/24. My S.O. and I are moving to ********, and I was supposed to be signing up for a gym that is out there as well. I understood when signing the agreement that it would be for 12 months, and in the agreement, I had 3 business days to be able to cancel without any issues. Well, 01/03 was the third day, but they were closed when I found this out. So, I called first thing in this morning, 01/04 and you can only call to cancel per the *** on the phone. I called TWICE actually. After 30 minutes, the call disconnected the first time. I then called a second time, and after a 48-minute hold, the lady comes on the line and tells me I would have to pay $99+tax to cancel. I told her I did NOT want a refund and they could keep the money even though I never went in and haven't even had the membership a week. I was still told proactively that there was no one higher that I could speak with and that there was nothing I could do. I should have known better after reading other reviews about this SAME problem. I should have also seen the BBB rating because they are HORRIBLE at business. Then to not even be let out of your contract if you are moving somewhere you can't use them at, that's a word I can't say. I just want out of my contract.
Business Response
Date: 01/12/2024
January 12 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. The facility was open on 1/1/24 and customer service was open starting 1/2/24 from 8am-6PM central time.
According to our records, Ms. ****** requested to cancel her membership on 1/4/24 over the phone. The customer service representative advised to ****** a buyout fee of $99 plus tax would be required to cancel since under a 12-month commitment and no longer within 3-days. A copy of her membership was emailed at the time of enrollment explaining the cancellation policy.
At this time Fitness Connection respectfully request that this file be closed as resolved.

Respectfully,
***** M
Dispute Resolution Liaison
Customer Answer
Date: 01/24/2024
Better Business Bureau:

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

I feel that the individual reviewing this complaint failed to comprehend my message. I am aware that I called in as it is outlined in my initial complaint. I also said....that I HAD NEVER BEEN TO THE CLUB BEFORE, AND FOUND OUT THAT IT WAS THE WRONG GYM THE LAST DAY I COULD CANCEL AND AFTER BUSINESS HOURS....HOW AM I ABLE TO CALL AND YOU DO NOT ACCEPT IN CLUB CANCELLATIONS? I called at 8am the very next morning, got hung up on...PROVIDED PROOF OF THAT....called again and advised a MISTAKE had been made. I signed up for the wrong gym. I am moving to ******** which I also mentioned. They do not have a Fitness Connection there. Why would I pay $99 to cancel when I made a mistake and I did not waste any time to contact you all about it??

That is foul business practice. You have no customer service. I have never experienced anything that is just blatantly wrong like this and no one bothers to do anything about it. After the amount of people I have discovered that have gone through this similar scenario and the legal advise I have been provided, I have enough to start a class action lawsuit..... Over $99..... I didn't even want a refund of the month I paid for and the services have never been used. Never sat one foot in a building. All that needed to be done was click to cancel and waive the fee. $30 profit still.

Now I intend to make this a legitimate legal matter.

Regards,
******* Harris

Business Response
Date: 02/07/2024
February 7, 2024

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

Fitness Connection does not bill on usage but on the account being active. Members can cancel at the facility, by calling customer service at **************, or via certified mail.These are several options available to cancel. In order to be within the 3-day window a cancellation request would have needed to be made prior to 1/3/24 since the 1st was a holiday and does not count. Our records show you called in on 1/4/24 and spoke with a representative and was advised of the cancellation policy, which is paying a $99 buyout fee to cancel. If Ms. ****** is able to provide proof that a termination was processed prior to 1/3/24, we would be more than happy to correct any issue. The acceptable proof would be the certified letter tracking number or a cancelation email.

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

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