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

  12338 Gulf Fwy Houston, TX 77034-4587

• 

  Fitness Connection

  12032 East Fwy Houston, TX 77029-1916

• 

  Fitness Connection

  7098 Bissonnet St Houston, TX 77074-6010

• 

  Fitness Connection

  16616 Champion Forest Dr Spring, TX 77379-7017

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:06/14/2023

  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 moved from Katy to Mission Bend. I was told that my membership was not transferable, so I cancelled the membership with a thirty day notice which ended on April 30,2023. I then rejoined Fitness Connection at the beginning of May agreeing to paying 18.83 a month with taxes. I paid all necessary fees and began my new membership. I arrive at the gym today, June 14,2023 and was told that my membership TERMINATED. I spoke to the manager and was told that I needed to contact customer service. I began the conversation with them the same morning. I was told that my bank declined the payment on June 1,2023. I was never contacted about any issue! The bank said NO! I have statements to verify adequate funds available. I was told that I would have to open a new membership at a higher cost to me in order to work out. Totally ridiculous! I have been a member for more that two years now Paying roughly 10.80 a month before moving to Mission Bend. Terrible customer service! Please help. I know that there are similar complaints.

  Business Response

  Date: 06/21/2023

  June
  21, 2023
  
  RE:  Better Business
  Bureau File # ********
  Complaint by: Kevin ******
  
  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 cancel his membership on 3/10/23 over the phone. The
  customer service representative advised a cancellation would be processed
  effective 04/30/23 with the final payment being 04/1/2023 per 30 days’ notice.
  Another account was created on 5/2/2023 but was cancelled on 6/6/2023 due to a
  chargeback made. It shows the declined reason says “Authorization revoked by customer”.
  When this happens a cancellation is processed since the payment was disputed by
  the member. We do see that another membership was recently created on 6/15/23
  and its active.
  At
  this time Fitness Connection respectfully request that this file be closed as
  resolved.
  
  
  Respectfully,
  Laura M
  Dispute Resolution Liaison

  Customer Answer

  Date: 11/07/2024

  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 the fourth time this has occurred. I have consistently been removed from membership due to non payment ( so they say). They always say that I refuse payment. Which is incorrect! I have not receive an email or a phone call indicating so. My bank says no such payment request has passed thru my account. It is in excellent standing! Month prior payment was successfully submitted. I returned from vacation. I went to the gym as usual to find out that my account has been closed due to non payment. No notice! No email! No phone call! Remember I have had to rejoin on three other occasions for the same unfounded reasons. My membership: Zero down, ten dollars a month. I called customer service, which is a chore in itself! They are as unprofessional and uninformed as allowable. I was told that I wound have to create a new membership, gain! Now 79 down, 15.99 monthly, 59 annual fee! Ridiculous. Management at Mission bend is useless. They treat people like ignorant children. My concerns are others as well. I never had this problem when I lived in Katy. Veteran and long time member.
  

  Business Response

  Date: 11/26/2024

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

  Complaint by: Kevin ******

   

  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 reinstated Mr. ******'s membership, *********, on 10/23/2023. The account was in an active status up until 10/16/2024 due to the annual fee being disputed. When we receive a chargeback, the membership is automatically terminated. In this case, Mr. ****** would have to enroll as a new member since this has occurred previously and we reinstated the membership as a one-time courtesy.

  At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my account in person June 30th along with a friend, but I was charged just recently today

  Business Response

  Date: 12/09/2022

  December
  9, 2022
  
  Better Business Bureau File * ********
  Complaint by: ****** ******

  
  
  Fitness Connection apologizes
  for any inconvenience this may have caused. Based on our records, Ms. ******** membership
  is set to cancel on 1/14/23 with final billing 12/15/22. There are no previous
  requests for a cancellation prior to 12/06/22, which is the day the current
  cancellation was processed. The most recent charge of $22.50 made on 12/9/22, is
  for a past due balance for September dues and late fee. A charge was also
  submitted on 12/6/22 for $22.50 which was for November dues and late fee. If Ms.
  Debose can provide proof that termination was sent before, we would be more
  than happy to correct any issue. The acceptable proof would be a certified
  letter tracking number or an online confirmation email.

  
  At this time Fitness Connection will not issue
  a refund and respectfully request that this file be closed as resolved.
  
  
  Respectfully,
  Belem M.
  Dispute Resolution Liaison

• Initial Complaint

  Date:11/29/2022

  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.

  Humble gym location. I have asked front desk workers (about 4 different people and manager) numerous times for a key tag for checking in purposes. The responses received on numerous occasions has been that I will be given one when the gym location receives more from district manager. It has been months and have not received a physical key tag. I am downgrading my phone to a "non smart phone" and will not be able to continue using the mobile app for check-in purposes. Please advise on when the district manager will finally make a key tag available as instructed by this gym location.

  Business Response

  Date: 12/02/2022

  RE:  Better Business Bureau File #********
  Complaint
  by:  ****** *****
  
  
  
  Fitness
  Connection does apologize for any inconvenience this may have caused; we cannot
  confirm nor deny the action / conversations that took place in the facility. We
  have switched our clubs over to using our app only, except for an exception
  like yours. Key tags are allowed to still be purchased at our front desks for
  $10.
  I did
  email our DM for that region and the club manager for Humble to make them aware
  of this situation. They will be reaching out to you personally to get this handled.
  Again, we do apologize for any issues this change may have caused.
  
  
  
  Respectfully,
  Destynee
  N.
  Dispute
  Resolution Liaison

  Customer Answer

  Date: 12/13/2022

  [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:11/16/2022

  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 was charged $140 for a third time for personal training sessions for my 13 year-old daughter when I agreed to paying $140 two times. I agreed to two months of personal training and was charged for three months. I have called and emailed customer service many times, and the supervisor, Lizzy Gonzales has not returned my messages. The woman that told me she would automatically have the charges stop after one month was Jazzy Salas, a former manager at the Allen location. She lied to me, or was not aware of the correct procedures. I have asked for a refund and no one at the company is helping.

  Business Response

  Date: 11/17/2022

  November
  17, 2022
  The BBB of Metropolitan
  RE: Better Business Bureau File #********
  Complaint by: Allison G***
  Fitness
  Connection apologizes for any inconvenience this may have caused. We are not
  able to confirm nor deny the conversation that took place when Ms. G*** spoke
  with the representative at the facility. Based on our records, a refund of
  $140.00 was issued for Mia *****s personal training account on 11/17/22 with no
  further billing.
  At
  this time Fitness Connection respectfully requests that this file be closed as
  resolved.
  
  Respectfully,
  Belem
  M.
  Dispute
  Resolution Liaison

• Initial Complaint

  Date:11/02/2022

  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 joined Fitness Conmection… I want to say summer of 2021 I believe, I was trying to get healthy again and after going and checking out some local gyms, they ”seemed” like the best bang for my buck.
  
  In May of this year, 2022, I decided to cancel my membership.
  
  First I tried to call and see if I could cancel my membership over the phone, but the lady that answered, said I had to go cancel in person.
  
  So I did… I went into the gym the next day and spoke to a dark haired girl… skinny… caucasion girl… I WISH I had asked for her name… never did I think I had to.
  
  Anyhow… I told her I was there to cancel my membership and she said not a problem. I gave her my information, she got on the computer and after a few minutes, she said it was done and I said thank you and went about my way.
  
  Well… fast forward to October of this year, I just so happen to open my bank statement and lo and behold… I see a charge for a monthly membership fee for Fitness Connection.
  
  When I first saw it, I figured it had to have been a mistake or something… so I went back to check my previous monthly statements and what do I find… you may ask yourself…
  
  FITNESS CONNECTION NEVER STOPPED BILLING MY ACCOUNT!!!
  
  They had been charging me a monthly membership fee non-stop… as if I had never stopped going there.
  
  5… WHOLE… MONTHS… after I went in, in person and cancelled my account.
  
  So of course I call Fitness Connection to find out what exactly is going on.
  
  I call and I explained to the gentleman that answered what happened and he said let me check it out… after a few moments he said (and I quote), “it looks like she might have started the process of canceling your account, but never finished it…”
  
  I was dumb founded… I was like huh? What do you mean the process was started but never finished?!?!
  
  I have a lot more information I can keep writing but there is a 2000 character limit. I can email the rest of youd like.

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  
  
  This letter is to inform you that Fitness Connection has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/2/2022 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  Back in October of 2021, My Ex and I split up and she went back to Florida from Texas where I currently reside. I called to cancel the both of our memberships with Fitness Connection the next day, and was told that our memberships were no longer active after the end of the month. The reasoning for canceling, is that I moved out into the country, and there aren’t any Fitness Connections around. Now jump to August 15 2022, I get a charge for $52.92 from Fitness connection. Weird. I gave them a call this morning and a woman who refused to give me her name indicated that only My Exs account was deactivated. When I asked why she told me that she couldn’t give me a reason why. Pressing the issue further I inquired if there might be someone higher than her that I might be able to speak to. She got rude and nasty with me and wouldn’t even let me speak anymore, to the point that she said she’d just follow policy and cancel my account within 30 days and hung up the phone. I just want my issue resolved, and I’d like to be reimbursed for the charges since October. Fitness connection indicated they sent a cancellation, but there has been no sign of one in the email on file with them.

  Business Response

  Date: 08/17/2022

  
  August 17, 2022
  
  
  
  Better Business
  Bureau File # ********
  Complaint by: Jeremiah *****
  
  
  
  Fitness
  Connection apologizes for any inconvenience this may have caused. Based on our
  records, we do not show a request for termination on Mr. *****’s account until 8/15/22. If Mr. ***** can provide
  proof that termination was set to be processed prior to this date, we would be
  more than happy to correct any issue. The acceptable proof would be a certified
  letter with tracking number or a confirmation of cancellation email. Mr. *****’s account is set to cancel on
  9/30/22 with a final billing on 9/1/22 per our 30-day notice policy. We are
  unable to release information on other members accounts unless the person is
  listed as a guarantor or under billing information. The charge posted on
  8/15/22 for $52.92 was for the Annual Fee and is a valid charge on the account.
  
  At
  this time Fitness Connection will not issue any refund and asks this case to be
  closed as resolved.
  
  
  
  Respectfully,
  Belem
  M.
  Dispute
  Resolution Liaison

• Initial Complaint

  Date:08/11/2022

  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 paid for the first eight sessions of P T in April in advance for sessions that started on May 24th. I paid in advance for the second eight sessions on June 1st. Which I am still owed 6 sessions @ 49.88 a session.( 299.28) Eight if you count the two sessions I was promised due to paying in advance. ( which I am not asking reimbursement for)
  
  The merchant has acknowledged receipt of this payments. However state they are unable to retrieve the payments due to a system issue.
  As a result I have been unable to continue my one on one sessions I have prepaid for. I am requesting the amount of those sessions to be credited back to my credit card. The amount is 299.28
  
  Wanda ******

  Business Response

  Date: 08/12/2022

  RE: Better Business Bureau File # ********
  Complaint by: Wanda ******
  Fitness
  Connection does apologize for any inconvenience this may have caused, we are
  not able to confirm nor deny the conversation that took place when Ms. ****** spoke
  with the representative at the facility and therefore, we must go by the signed
  agreement that was authorized by all parties involved.
  Upon
  researching Ms. ******s account, Fitness Connection gives every member a copy
  of their agreement the day they join.  In
  conclusion, these are valid charges on Ms. ******s account. On 4/25 Ms. ****** has
  a charge on her account for the PT down payment for her second PT agreement of $399.
  On 5/1/2022 Ms. ****** then paid another $399 for her PT due to it billing on
  the first of every month, which was paid. Ms. ******s sessions will be released
  to her to use when the amount on her account is paid.
  Ms.
  ******s PT account is still active and being billed. If she would like it
  terminated, that would require a 30-day notice. She will need to let the club
  know on her next visit or call our customer service team at 800-922-7898 that
  she would like to terminate her PT account.
  At
  this time Fitness Connection, will not issue a refund and respectfully request
  that this file be closed as resolved.
  Respectfully,
  Destynee
  N
  Dispute
  Resolution Liaison

  Customer Answer

  Date: 08/18/2022

  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.]  First of all, I signed up for a 30 day Fitness program.. The name says it all. I had been working with Megan, self proclaimed manager from the start of this transaction. This was purchased using my FSA benefits card as the exercise was recommended  by my doctor. This process was very new to Fitness connection and there was a delay in starting my PT. This company seems to be very unorganized and ill informed as they have me down as owing monthly dues as well ,which is inaccurate as they are paid separately and are current. However each time I go in I am stopped and asked to pay. I mention this to show how disconnected they are from what is actually going on.  The manager Thomas had a notification put at the front desk per my request that I owe no monthly dues. Who continues to pay for personal training when they are not receiving any?  My FSA has just informed me that they are attempting to still charge my card?!! This is not only unethical but makes no sense.  I signed up for a 30 fitness program. I missed some days and has makeup days on the books, which is how they got away with charging me for a second 30 days in the first place. I was under the assumption that Charlie,my trainer was using my makeup time. However I will not accept paying for services that I HAVE NOT Received. 
  
  
  
  Regards,
  
  
  
  Wanda ******
  
   
  

  Business Response

  Date: 08/22/2022

  Better Business Bureau File #********
  Complaint by: Wanda ******
  
  Please review this complaint since the members issues were
  already addressed but they are still not happy. Fitness Connection respectively
  request this case to be filed as closed.
  
  Respectfully,
  Destynee N
  Dispute Resolution Liaison

  Customer Answer

  Date: 08/31/2022

  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 wit resolution.]

  
  

  They have not addressed my concern.  I signed up for a 30 day fitness challenge with a personal trainer, the direction of my physician.  I have paid in advance for those sessions and not received them all. 
  
  
  
  Regards,