Business Profile
Exercise Programs
Fitness ConnectionThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Exercise Programs.
Reviews
This profile includes reviews for Fitness Connection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.1/5 stars
Average of 51 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromThais A
Date: 03/03/2024
1 starAfter months trying to cancel my membership through their long wait customer service phone line, the Lady that helped me said it was cancelled and charged my card.
Next month comes around and I get 2 membership charges. Didn’t pay much attention and let it go.
Another month comes, I get charged. Call the club and the customer service both said I wouldn’t get charged again and it was the last month. One day go by and a fee hits my account.
Called the club because customer service does not work on weekends and I have been charged for the past 8 months for 2 memberships (a premium and a regular plus a fee that nobody can understand).
My husband has a membership too and I thought the two charges is bc I pay for his account but he is being paying for two too.
Whoever made this mistake is hurting my bank account and I need this fixed and a refund or I’m pressing charges.Review fromSelim H
Date: 03/01/2024
1 starSelim H
Date: 03/01/2024
I registered for Allen,TX location last year and only for my son. I never used their facilities. Last summer we moved a further location and my son also won’t be able to go to gym. I wanted to terminate the subscription and called them. I am charged because I missed the renew deadline which never had a notification via email,text or call. I am charged one year for myself and son also paying for February and March. This business needs to let customers know if a Renewal is approaching and can’t charge the months didn’t have the service.Fitness Connection
Date: 03/04/2024
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, a 30 days’ notice is required to cancel the membership. This agreement has the dates of when the contract expires, and an annual fee is billed as well. The service is not charged based on usage but on the account being active. Until a cancellation is requested, the payments will stop with a 30 days notice. Thank you!Review fromGracie B
Date: 02/07/2024
1 starGracie B
Date: 02/07/2024
Fitness Conneciton- Allen, TX
Disgusting gym to say the least! Mold smelling, ceiling falling with water dripping. No one seems to care! Toilet paper and paper towels are always out of stock in stalls and sink counters. I tried to cancel our membership but they have a 30-day notice. I put my husband on my membership application and was told he needed to be canceled individually, but they were charging my card for both. Now, we have to pay two more months before he is canceled off my card. NO management wanted to speak to me. These gyms are a piece of work. They're always getting two more months out of you before they can officially cancel you.Fitness Connection
Date: 02/12/2024
Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Our cancellation policy is stated in your agreement. The agreement is provided at the time of enrollment, per member, via email or you may request a hard copy as well. This provides the steps that are required to be able to cancel your membership, including a 30 day notice. In regards to the maintenance and upkeep, could you please let us know which location is this for? Thank you!Review fromGustavo G
Date: 01/30/2024
3 starsGustavo G
Date: 01/30/2024
Music too loud in the sauna u can't relax i wish they can lower the volume m
oreFitness Connection
Date: 02/07/2024
Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Could you please let us know which location is this for? Thank you!Review fromPam F
Date: 12/19/2023
1 starPam F
Date: 12/19/2023
This is a very unethical and very poor customer satisfaction from such a slump, low level financial practice. This company is very unprofessional and they just live off of fees. The wait time to talk to somebody is horrible. by the time somebody talks to you, they’re just reading off of a script and not even listening to what you’re telling them. I was a member for 6 years and was getting auto drafted out of my card. They make excuses to charge you extra fees for nothing. I called in to get a refund because they charge me $50 fee and they said that they can’t refund it. The monthly plan is only $10. It was not the annual fee that is charged in the summertime this was in December. I called I canceled my account, but they never canceled it so they charged me again. When I called, they said there’s no notes of a canceled account or anything. They will never transfer you to a supervisor or claim there’s no supervisor. I finally got it canceled after multiple long calls, yet they said you will get one more auto draft and then it will be canceled. I will never recommend them and I am letting everybody know how they do their business so that they don’t fall into the same trap.Fitness Connection
Date: 12/20/2023
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, Ms. Fonseca had a past due balance for October and November dues of $9.95 each and also accumulated a late fee of $15 for each month. This balance of $49.90 resubmitted on 12/12/23 and the charge was successful. A request to cancel was made on 12/19/23 which has been processed effective 2/14/24 with her final payment being 1/15/24 per 30 days’ notice. Thank you!Review fromPeavee S
Date: 11/17/2023
1 starPeavee S
Date: 11/17/2023
I would. Have given them no stars if that was an option. Cancelled service and still being charged fees for a membership I don’t use. Worst company ever????????Fitness Connection
Date: 11/20/2023
Hello, we apologize for the inconvenience this may have caused. 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 1-800-922-7898, or via certified mail at the following address: 2517 Midway Road Carrollton, TX 75006. A 30 days’ notice is required when a cancellation is requested. To better assist you, please provide your key tag number to review and locate your account! Thank you!Review fromBritney S
Date: 11/15/2023
1 starBritney S
Date: 11/15/2023
Been waiting outside of the gym since 5am and it’s now 6am and the gym is still not open. This is very unprofessional.. fitness Connection in Grand Prairie txFitness Connection
Date: 01/11/2024
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 club was closed due to unexpected circumstances, and apologize for the late opening. Thank you!Review fromCandace G
Date: 11/10/2023
1 starCandace G
Date: 11/10/2023
Fitness connection customer service is horrible. I cancelled my membership in august and have since been charged over $800. Customer Service says there is no documentation of the call. I left a message for the Hulen manager to return call. Customer service says I will be charged another $200+ for this month because I just cancelled today. That is not when I cancelled and she stated the computer says I didn’t discuss cancellation on the last call but it says I called. She then told me the only way I could talk to someone above her was to fill out a form she would email to me and after review, they would determine if they would call me back. The form sent had two questions. The service is horrible. When it’s all said and done, I will have been charged over $1000 for services (gym & personal training) I never received.Fitness Connection
Date: 11/14/2023
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, Ms. ********* membership is set to cancel on 12/31/23 and her personal training account on 12/29/23 per request made on 11/10/23. If Ms. ********* is able to provide proof that a cancellation was requested in August, we would be more than happy to correct any issue. The acceptable proof would be confirmation email of the cancellation. Thank you!Review fromKish K
Date: 10/18/2023
1 starKish K
Date: 10/18/2023
Filthy gym with broken and grimy equipment. Rude incompetent staff. EOS Fitness far better.Fitness Connection
Date: 10/19/2023
Hello, we apologize for the inconvenience this may have caused. If there was any miscommunication from the facility let us be the first to apologize on their behalf. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
We do take proper measures to keep our facilities and equipment sanitary and satisfactory to our members at all times. We do offer a one time courtesy transfer to all members if the location is not to your liking and you are able to transfer to another location that is best suitable to your needs. We do hope this will leave a better impression in hopes that you will return back.Review fromNancy M
Date: 09/27/2023
1 starNancy M
Date: 09/27/2023
I'm reporting this because they charged me for $480 on something I don't need it at this time and the personal training he didn't lesson to what I had to say I go to Allen, Texas location. I been going to this gym for years with my husband and after covid I sign up again under my name only I send a lot of people to this gym and get them more business. I sign up personal trainer on June 2023 and I had to double check with that person I will be able to cancel and he says just give him 30 day notice which is on July 26 before 30 days I told him (shane that his name ) I need to pause my account and he ask his boss (Micah) and that was fine before 30 days he just didn't told me or ask me he will frizz it for certain amount of days so he frizzed my account for 30 days I was out of country and when I came back to finish my remaining session August 21 so in the same day shane text me and said it is unfrozen since we only did 30 days and he said I will go head and froze it for 60 more days and I asked for refund because I'm not ready for another charge $240 August 22nd he text me and said he froze it for another 60 days he talk to his Manger and refused to refund me so I had to go talk to Micah to cancel my membership for personal trainer also he said I will ask and return to you. He didn't contact with me never and I called the corporate (Madelyn) and I emailed her with all text message and I got seruprised they charged me for September also while Shane told me he froze my account. I get really frustrated and they can't refund me for $480 . Since August 31st when Madelyn canceled my PT membership no one contact to me restart doing thoese sessions while I'm 100% sure they will wait tell it be expired and I will lose my money tell September 21st when I meet the PT Micah and she help me to set me up to finish this nightmare.
Ps. For Shane he text me 8/27 saying he can't do PT anymore and some one else will contact with me soon and till that moment. They can't bemangerFitness Connection
Date: 09/29/2023
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, Ms. ******* requested to freeze her personal training on 08/21/2023 at the facility. Meanwhile, the monthly charge was already in a pending status for 08/22/2023. Due to this pending charge, the freeze was set to start on 09/21/2023 as we are unable to stop a payment once in a pending status. Ms. ******* called customer service on 08/31/2023 and requested cancellation, which has been processed effective 10/20/23 with her final payment being 09/21/2023 per 30 days’ notice. Unfortunately, we do not accept text messages as a form of request for any changes on the account.
At this time Fitness Connection respectfully request that this file be closed as resolved.
Fitness Connection is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.