Complaints

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:01/15/2025

  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 1/1/25, I received an email from Peak Payment's ************************* saying that my membership payment of $39.99 is due for Gold's ************, **. I have not lived in ********, ** since December 2012. In January 2013, I deployed to ***********, and under the provisions of the Servicemembers Civil Relief Act, I cancelled my membership to Gold's Gym New Bern early (which they did not make an easy task by any means). I responded to the email notifying Peak Payment of this, to which they requested proof of the cancellation. This cancellation occurred 12 years ago, which makes providing proof difficult, and it is extremely curious that they are only now contacting me when I have received no such requests for payment over the last 12 years. This seems to be a clerical error on their end, but they will not cease calling me from various numbers or emailing me. I would like Peak Payment to stop contacting me, zero out what they view as any outstanding balance, and if not properly cancelled in their system, cancel any membership under my name.

  Business Response

  Date: 01/16/2025

  Hello ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for ********** ********.
  First and foremost, we are sorry for any frustration caused. The information provided to Peak Payment Solutions, indicates your membership was frozen for long periods of time, but never actually cancelled. We contacted your gym to confirm the details, and they advised the membership balance should be waived and the membership cancelled. At this time, Peak Payment has waived the balance and cancelled the membership effective immediately.
  
  
  Again, we apologize for the inconvenience and believe this should resolve the frustration. Thank you for your service to our Country.
  
  
  In Good Health,
  

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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 trying to cancel my Gold's Gym membership since April but Peak Payments refuses to allow me to do so while continuing to charge monthly fees. The ONLY mode of communication the gym has ever used is text; I texted in April, requesting my membership be cancelled but never heard back. In response to a text Gold's sent to me in May, I again requested my membership be cancelled but again, never heard back. So I blocked my credit card payment and then began receiving texts and calls from Peak. I responded to their first text with yet another request to cancel my membership and at that point I did get a reply -- that reply was "no" because only members in good standing can request cancellation. So I'm caught in a loop; they want me to resume paying for a membership that I have asked, repeatedly, to cancel (via the only method of communication I've ever had with the gym). I have offered to pay for the month that followed my initial request but at this point they want me to pay what they say is a past-due balance of $144.99 ... it is unfair that this company makes it exponentially harder to cancel than it is to sign up. To be clear: I have no complaints about Gold's Gym but my schedule has changed so I'm going to the YMCA instead. My complaint is wholly regarding the practices of Peak Payments, a company that has accrued more than 100 similar complaints to mine.

  Business Response

  Date: 08/29/2024

  Hello Diane Jackson,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Gold's Gym Greer.
  
  Peak Payment Solutions is required to bill your membership until a 30 day written notice is received at Peakserve.com, additionally your membership dues must be current in order to cancel as per the regulations Gold's Gym has set forth.
  On June 6th, Peak Payment Solutions sent you a reminder text because you were past due on your membership dues, this text advised you to give Peak Payment a call or visit Peak Payments service website. You replied to that text, but unfortunately that reply didn't go anywhere as it is a "no reply message" unless you are opting out of text messages.
  
  We have reviewed your membership with Gold's Gym and they are willing to accept the June 6th text reply as your 30 day notice. Your membership is expired. You are still responsible for May and June payments at $25 each, totaling $50.00 per Gold's Gym 30 day notice cancellation policy. You can make a payment at www.peakserve.com  or give Member Support a call at 801-981-5328 for assistance.
  
  
  We believe your requests have been met and this has been resolved.
  
  
  In good health,

  Customer Answer

  Date: 09/03/2024

   
  
  Complaint: 22188158
  
  
  
  I accept the compromise of paying $50 to resolve this issue (even though technically it should only be one month/$25); however, after I notified Peak that I had submitted this BBB complaint, I was informed that the account had been sent to a collections agency. I need assurance that agency will be informed this has been closed.
  
  
  
  Sincerely,
  
  
  
  Diane Jackson

  Business Response

  Date: 09/04/2024

  Hello Diane,
  
  
  We apologize for any confusion. The $50.00 is for two months, May and June payments of $25.00 each. This is due to the 30 day notice Gold's Gym requires to cancel a membership. Your 30 day notice started on June 6th which requires you to pay any payment that falls 30 days thereafter.
  
  
  As per our correspondence with you on 08/29/2024, Gold's Gym will not be forwarding your account to a third-party collections company at this time. 
  
  
  Please let us know if you have any further questions.
  
  
  In Good Health,

• Initial Complaint

  Date:07/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up at Golds Gym in Chapel Hill on May 24th 2023. Making 55 dollar a month payments and never had any billing issues until October 2023. Joined the US Marine Corps and shipped to boot camp October 17th 2023. Before shipping I asked to have a pause on my billing till I got out of Infantry school. The business denied me a pause on my membership because I didn’t have official military orders. I provided the business with official documentation from my recruiter and enlistment documents stating that I had enlisted and joined the US Marine Corps and the business still denied me a pause on my membership. Graduated bootcamp in January and returned home and spoke to an HR rep at the gym who was able to waive my current balance. Spoke to the rep about extending the grace period until I got back from Infantry training and Peak Payment denied that request also. Went to infantry training and when cell service was available I called them and asked to be removed from their service until further notice and was told that I needed to fax or email official military orders to get that taken care of. This was not an option as my orders were not in my possession during any time I was in Infantry training. I graduated infantry training and returned home again on June 7th 2024. Emailed Peak Payment asking for a removal of balance on my account if military orders were provided and they denied that request. My balance was over 400 dollars with Peak Payment and was sent over to Debt Collections with Swift Funds Financial Services and is now almost 700 dollars. I would like to have my account with Golds Gym and Peak Payment terminated and my balance waived as I was away on active military orders when my account was accruing debt. My phone number is ###-###-####, email is **************************

  Business Response

  Date: 07/08/2024

  Hello *****,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Gold's Gym Chapel Hill.
  
  
  Peak Payment Solutions apologizes for any confusion that may have occurred. Our records indicate that you signed a membership agreement with Gold's Gym on 05/24/2023 for 26 Bi Weekly Payments. Gold's Gym Chapel Hill allows for a freeze due to Military orders by submitting proof of orders. Once orders are supplied billing will stop for the time outlined in the orders.
  
  
  Our records indicate that your gym froze membership through March due to Bootcamp Orders. No further correspondence was received from you to extend your freeze past that time frame. Because the freeze ended and you did not submit valid documentation, or a request to freeze longer, your billing resumed as normal which accrued a balance owed.
  
  
  Peak Payment Solutions tried to contact you via phone, email and text for 90 days, with no resolution. After 90 days of no resolution your membership was cancelled with the balance owed. Gold's Gym Chapel Hill forwards accounts to an external collections company after 90 days of non payment. To resolve your account you need to contact that company or the gym for further assistance.
  
  
  Peak Payment Solutions can not alter the terms of your agreement with Gold's Gym Chapel Hill.
  
  
  In Good Health,

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This system is a scam. They locked me into a contract for a GYM MEMBERSHIP. They refuse to cancel my services and are threatening a collection’s agency. I provided a valid proof of moving (the literal EXECUTED LEASE AGREEMENT) to show I am moving away from the location. This is such a petty move from this company, as I cannot access the gym that I signed up at due to it being 84 miles away from my new address. If they continue to harass me, my lawyer has prepared the documents to file a harassment and fraud complaint with the FTC.

  Business Response

  Date: 07/08/2024

  Hello ****,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Hitone Fitness.
  
  
  Peak Payment Solutions apologizes for any confusion that may have occurred. Our records indicate that you signed a 12 month membership agreement with Hitone Fitness - Lake City on 01/06/2024. Your membership agreement dictates that "Should member(s) permanently move their residence more than 25 miles from an affiliated area, payment on this agreement will be suspended upon acceptable written verification of the move is received by HiTone Fitness." Peak Payment Solutions received your proof of move that places you 11 miles from an affiliated Hitone Fitness club, which disqualifies you from early membership cancellation.
  
  
  We are attaching a copy of your signed membership agreement for you to review. Peak Payment Solutions is unable to alter the terms of the membership agreement you signed with Hitone Fitness.
  
  
  Please let us know if you have any questions.
  
  
  In Good Health,

• Initial Complaint

  Date:05/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible, horrible horrible horrible company. They harass you even when i asked them to stop contacting me. They called me all day every day about a bill For that I didn’t owe!!!!

  Business Response

  Date: 05/07/2024

  Hello ******,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Gold's Gym Burlington.
  
  
  Peak Payment Solutions has reviewed your membership agreement with Gold's Gym, and correspondence with Peak Payment representatives.
  
  
  Our records indicate on 03/19/2024 you purchased retails items at your gym totaling $83.27 and on 03/28/2024 you purchased retail items at the gym totaling $29.99 both purchases on an an American Express ending in ****. These purchases were returned by your bank on 04/18 and 04/25, respectively, due to "Customer Dispute". Resulting in a balance owed of $205.85 as each disputed transaction also resulted in a return fee of $25.00. Because of this accrued balance, your 04/29/2024 payment accrued towards your balance as well.
  
  
  Our records indicate you reached out to Peak Payment Solutions inquiring about a cancellation, on 04/10/2024. Peak Payment Solutions responded that same day advising you of the required 30 day notice, as outlined in your membership agreement, and that your membership was set to expire on 05/29/2024 with your last payment for monthly dues owed on 04/29/2024.
  
  
  At this time, there is no record of erroneous billing that would result in a refund. The balance you accrued, that is outstanding, is from the dispute of your retail items purchased at your gym as well as your last months dues for your membership.
  
  Peak Payment Solutions can not alter the terms of your agreement with Gold's Gym, additionally Peak Payment Solution's does not have record that you are not responsible for the purchase of the retail items you made in the gym.
  
  
  In Good Health,  

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The gym did not honor their return policy, which is why I charged it back
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/07/2024

  Hello ******,

  We are sorry to hear you were unhappy with the retail you purchased at your gym. As mentioned before, Peak Payment Solutions is a third-party Billing and Software company. Peak Payment Solutions is unable to dictate or control the retail return policy of a gym of which you are a member of, nor does Peak Payment Solutions have control of the retail sold at the gym.

   

  Peak Payment can assist with questions about the membership agreement you signed with Gold's Gym and billing that has occurred.

   

  Please let us know if you have questions regarding your membership agreement and billing.

   

  In Good Health, 

   

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: then you need to have more communication with the gym itself, instead of dictating what they say and making assumptions
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/09/2024

  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.

  I made 6 payments to Peak for a 6 month personal training contract. My contract started in May with 2 payments applied to my account in June for May and June then individual payments made July, August, September and October. Six months. I put my account on hold and was told that hold was ending in January. I made the decision to cancel so submitted a cancellation notice to Peak but they denied stating I needed to be disabled with physician documentation but I had fulfilled my 6 months of payment so nothing should have been required for the cancellation in January. Peak continued to charge me in February and March for that 1x a week contract. Finally I had to contact the local gym and they contacted someone trying to explain my cancellation that was sent in January but even that notification was of no help. I gave consideration for the 6 month agreement and sent the cancellation before the seventh month would start. The gym actually started a new contract for me to replace the one I wanted cancelled in January and that did not even stop that payment being charged to me. I was charged for two separate contracts in March. Peak has definitely gotten more than enough money from me and the February and March payments should be refunded to me or at least apply to my new contract. I have attached proof of 6 payments and the cancellation notice I sent upon instructions from Greg Davis, gym manager, since payments would start back in February.

  Business Response

  Date: 04/12/2024

  Hello ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Club 4 Fitness Hernando.
  
  
  We are very sorry for the error and any frustrations caused. A refund has been processed for the February and March Personal Training payments of $144 each, totaling $288.00.
  
  
  Again, we express our sincere regret for the misunderstanding on our part and feel free to review your membership on *************.
  
  
  In Good Health,

  Customer Answer

  Date: 04/15/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:02/20/2024

  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 am writing to file a formal complaint against Peak Payment Solutions, the third-party payment provider for HiTone Fitness, regarding unauthorized fees charged to my account and the subsequent lack of appropriate service handling and communication. Despite multiple attempts to resolve this matter directly with both HiTone Fitness and Peak Payment Solutions, the resolution has been inadequate, and my concerns have been met with insufficient responses and action. Unauthorized Charges: After the cancellation of my gym membership with HiTone Fitness, Peak Payment Solutions continued to charge fees to my account without my authorization. Lack of Communication and Resolution: Attempts to address and rectify these unauthorized charges with Peak Payment Solutions have been met with a significant lack of effective communication and resolution. Requests for clarification, refunds, and formal acknowledgment of my cancellation have been either ignored or inadequately addressed. Communication Timelinne: I requested cancellation initially on the morning of January 19th, 2024 while my account was current. I recieved this automated response. at 8:51am same day, i recieved a response stating the conditions to exit the contract, including disability. At 2:49pm, i informed them that i meet the disability requirement to exit the contract. at 3:11pm, i recieved confirmation that my "request (******) has been updated". No further communication was recieved until the February 8th, 2024, where they sent me a bill for $82.00. I informed them of the communications, where they stated they would not honor the cancellation. I have attached relevant documentation, including communication attempts with Peak Payment Solutions and HiTone Fitness, proof of membership cancellation, and records of the unauthorized charges. I feel these actions contradicts the terms of my agreement with HiTone Fitness and the expected cessation of charges upon membership cancellation.

  Business Response

  Date: 02/22/2024

  Hello *****,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for HiTone Fitness Irmo.
  
  
  Peak Payment Solutions has reviewed your membership with HiTone Fitness. Our records do indicate that your membership agreement with HiTone fitness requires proof of disability in order to substantiate that the membership agreement and facility usage have been effected. Your proof of disability was received on 02/08/2024 from you. The balance of $82.00 accrued before 02/08/2024.
  
  
  We apologize for any frustrations caused by any miscommunication. The balance of $82.00 that accrued has been waived and your membership is cancelled.
  
  
  Please let us know if we assist further.

  Customer Answer

  Date: 02/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I believe involved questionable business practices by Peak Payment Solutions.

  1) Delayed Cancellation Process:

  My initial cancellation request was submitted on January 19, 2023. Following your guidelines, I provided the necessary information to meet the criteria for early cancellation. However, I did not receive any response. Subsequently, on February 8, 2023, I was charged a late fee of $82 for unpaid monthly dues, despite no action being taken on my cancellation request. My repeated attempts to cancel, including providing the required proof for early cancellation, were met with demands for payment of the assessed fee before any processing of my cancellation.
  

  2) Concerns Over Business Integrity:

  Contrary to the positive image projected by Peak Payment Solutions, my experience suggests otherwise. Despite presenting the same concerns as those outlined in this letter, I encountered outright denial of any responsibility and a lack of willingness to offer a fair resolution. Furthermore, I experienced persistent demands for payment through emails and phone calls, which felt harassing.
  

  3) Customer Impact:

  The situation unnecessarily escalated, causing significant stress and inconvenience. Despite multiple opportunities for Peak Payment Solutions to address the issue appropriately, the approach taken was punitive, leading me to cease communication and file a complaint with the Better Business Bureau. The process of gathering necessary documentation and liaising with various parties was burdensome.

  Given these circumstances, I believe a nominal refund for the last 12 months of payments made under the contract is justified, reflecting Peak Payment Solutions' failure to fulfill its obligations effectively and ethically.

  Business Response

  Date: 02/23/2024

  Hello *****,
  
  Per your membership agreement terms on page 2 section 9, paragraph B-2, you are able to cancel your agreement early due to disability. You are required to submit proof of disability in the form of a Verification of Disability form.
  You submitted a Department of Veteran Affairs letter on Feb 8, 2024 and we submitted this to HiTone for approval to use in place of the Verification of Disability form. We received approval on Feb 13, 2024 to cancel using the documentation that you provided. We processed the cancellation on Feb 14, 2024. We also removed the balance for the payment of $32 for your monthly dues payment on Feb 7, 2024 as well as the return fees. There were not any payments made after the documentation was submitted the last payment you made was on 01/07/2024, before a cancellation request was ever submitted.

   

  Your membership was activated on 12/07/2023 with an initial fee paid on 12/07/2024 and your first months dues paid on 01/07/2024, there have not been 12 payment made on this membership. A refund is not owed at this time since the cancellation was processed per the contract terms and no erroneous billing has occurred.

  In Good Health, 

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it continues to portray a biased and inaccurate chain of events. 

  You can point to hidden language in an electronic form that even the staff advises you to bypass, but it will not make your business practices any less shady. 

  For your health.

• Initial Complaint

  Date:10/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has deployed on military orders of 9 months out of country. After providing the gym - Fit 4 Life, Fort Bragg NC and their billing provider - Peak Payments, both an explanation and copy of his orders; I was told they will not cancel my membership and would only cancel after 60 days per the contract/agreement. After explaining to them numerous times through email and then a follow up phone call, that the SCRA has been updated to include gym membership cancellations due to out of country long term deployments, they adamantly refuse to honor the SCRA. I was told they will only immediately cancel due to PCS/ETS reasons. I continue to be charged the $20 monthly fee and then was charged an additional $20 for failure to pay fee after I disputed the charge with my credit card. I reluctantly made the payment to avoid collections, but am seeking all monies refunded to my account and the gym membership closed immediately. I will also be approaching this issue with my local JAG office to assist other service members who are experiencing the same issue as many of my husbands co-workers have expressed their displeasure with trying to cancel their membership.
  
  "Sec. 4. (a) In addition to the rights and protections regarding consumer transactions, contracts, and service providers included in Title III of the federal Servicemembers Civil Relief Act (50 U.S.C. App. 531 through 538), a servicemember may terminate a contract described in subsection
  (b) at any time after the date the servicemember receives military orders to relocate for a period of service of at least ninety (90) days to a location that does not support the contract. (b) This section applies to a contract to provide any of the following:
  
  (4) Athletic club or gym memberships.
  
  (c) Termination of a contract must be made by delivery of a written or electronic notice of the termination and a copy of the servicemember's military orders to the service

  Business Response

  Date: 10/25/2023

  Hello *****,
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Fit4Life Ft. Bragg,
  
  According to our records, **** ********** is eligible for cancellation due to TDY. Fit4life Ft. Bragg requires a 30 day notice to cancel. ****'s membership is currently set to expire with no further billing due.
  
  Peak Payment apologizes for any error caused.
  
  In Good Health, 

• Initial Complaint

  Date:10/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against PEak Payment regarding their fraudulent practices and failure to honor the terms of my gym membership contract. Despite my attempts to cancel my membership, Omni Fitness has reasonably refused to do so, in violation of the contractual agreement. On July 17, 2023, I initiated the cancellation process for gym membership before any fees were due again. As per the terms stated in the contract, I am entitled to cancel the contract if certain circumstances occur including permanent relocation to a residence over 25 miles away from an outlet operated by the gym, clearly indicating my current address, which is approximately 26 miles away from the gym. In addition to the written notices, I made multiple attempts to cancel my membership via emails and phone calls. Regrettably, Peak Payment has been unresponsive to my requests. Despite providing proof of my new residence, the gym's representatives claim that my address is within the allowed distance of 25 miles, which is false. I received an email from Omni today, iterating their refusal to cancel my membership due to their erroneous belief that my address falls within the range. In response, I promptly provided them with evidence, demonstrating that my new address is over 25 miles from the gym. Considering the repeated attempts made to cancel my membership, the clear language outlined in the contract, and the proof of my new address exceeding the required distance, it is unacceptable that Peak Payment continues to ignore my legitimate request. feel deceived and taken advantage of by their outright refusal to adhere to their contractual obligations and that my gym membership be canceled immediately and be refunded for the 40 times they tried to take the money. I was charged $25 each time. I expect nothing less than a prompt resolution of this matter. I appreciate your assistance in mediating this dispute and look forward to a swift resolution.

  Business Response

  Date: 10/05/2023

  Hello *********,
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Omni of Greenwood. According to your membership agreement with Fit4life, you agreed to a 24 month agreement starting 03/29/2022. In order to cancel a membership early for relocation, Omni of Greenwood requires specific presentation of information to substantiate proof of member relocating over 25 miles from any equivalent facility, as dictated in your membership agreement with Omni.
  
  On 05/08/2023 you sent in a request to cancel your membership as you relocated, that request did not include proof of relocation. Peak Payment responded to you on the same day advising you must mail in proof of relocation, as outlined in your agreement with Omni, and a list of acceptable proof was provided to you along with the mailing address to send it to.
  
  On 08/1/23 you responded to a payment reminder notice that you mailed in proof. Peak responded to you on 08/04/2023 that no mail had been received from you and you did not supply any proof that it had been delivered. You were advised that Peak Payment still needed proof of relocation in order to move forward with your cancellation.
  
  On 8/8/23 You responded to a payment reminder notice that you spoke to someone and that everything was taken care of. Peak Payment does not have record of proper documentation being accepted and advised you that proper relocation proof still needed to be mailed in, in order to move forward with your cancellation.
  
  On 09/08/2023 You responded to a payment reminder notice that you mailed in a letter in July. Peak, again, advised that correspondence was not received.
  
  You sent a Certified letter on 08/23/2023 and it was delivered on 08/29/2023 to Peak Payment Solutions and received on 09/12/2023. Your membership has been cancelled per relocation effective the date the mail was delivered to Peak Payment plus reasonable processing time. Any billing accrued on or before that letter was delivered to Peak Payment is still owed by you per your agreement terms with Omni Fitness.
  
  At this time you have not been billed erroneously and the balance accrued is accurate as it contributed to the total before your proof of relocation was received. You are not responsible for anything that accrued after your valid proof of relocation was received, plus reasonable processing time. Proof of Relocation was delivered to Peak Payment on 08/29/2023, this would make you responsible for any balance that accrued.
  
  Peak Payment Solutions can not alter the terms of the agreement you signed with Omni of Greenwood. 

   

  In Good Health,

  Customer Answer

  Date: 10/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I sent two letters after back-and-forth emails and calls. I was told over and over that I couldn't cancel because the information I mailed in that my new address was not more than 25 miles from the gym. I let them know they acknowledged that I sent the information, but it wasn't covered under the miles. I sent another letter on 7/17/2024, which again they said they didn't receive but emailed me that the information they received wasn't allowed to cancel. I sent a letter along a copy of my ID and bank statement. I shouldn't have a balance as all of this should have been canceled before my July payment was due since the payment wasn't due until 7/29/2024. This is unacceptable because no where in the contact does it say we have to send a certified letter to get the gym membership canceled.  I called and emailed to be sure I had the correct location and still after several letters, emails, and calls. There shouldn't be a balance on this account and it should be completely canceled. I would like for this account to zero out with no balance and canceled. IMMEDIATELY!! 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Customer Answer

  Date: 10/09/2023

  I am rejecting this response because: I sent two letters after back-and-forth emails and calls. I sent the first letter ( see attached ) regular mail as it didn't state no where it had to be certified mail. Lesson learned to always send certified letter. I was told over and over that I couldn't cancel because the information I mailed in that my new address was not more than 25 miles from the gym. I let them know they acknowledged that I sent the information, but it wasn't covered under the miles. I sent another letter this time certified letter, which again they said they receive but emailed me that the information they received wasn't allowed to cancel. I sent a both letters along a copy of my ID and bank statement. I shouldn't have a balance as all of this should have been canceled before my July payment was due since the payment wasn't due until 7/29/2024. This is unacceptable because no where in the contact does it say we have to send a certified letter to get the gym membership canceled.  There shouldn't be a balance on this account and it should be completely canceled. I would like for this account to zero out with no balance and canceled. IMMEDIATELY!!  I tired to include a copy of one of the emails but it will not allow it to attach to the respond. I have received emails and calls from Jessica. Kevin, and Deonne stating "Proof provided is not 25 miles or more from any Omni Health and Fitness location" again the miles is over 25 its 26 miles 
  
  I also talked to Jessica and Sara on the phone several times about this information. Since mailing in the information wasn't working I would also reply to the email with screenshots of the miles and letters I sent through the mail. 
  
  
  Here is a copy of the of one of the emails received ( it wouldn't let me attach it ) 
  
  Peak Payment (Peak Payment)
  Hello ********* *****,
   
  Thank you for contacting Peak Payment Solutions about canceling your gym membership. We understand that you have provided us with proof of relocation via USPS, however, the proof provided was NOT accepted because:
   
  Proof provided is not 25 miles or more from any Omni Health and Fitness location
   
  Valid proof of move must include your name, your new address, and a current date.
  Please refer to the list below for acceptable options and feel free to contact us directly with any questions.
   
  Acceptable Proofs of Move:
   
  Driver's License or State ID
  Utility Bill or Phone bill (not a cell phone bill)
  Insurance Policy (Auto, Home, or Life)Declaration page required
  Bank Statement or Major Credit Card Statement
  Military Orders
  Attorney Affidavit
  Lease Agreement and/ Closing Papers (must include the signature page) 
   
  Thank You,
   
  Deonne
  Member Support Representative
  *****************

  Business Response

  Date: 10/10/2023

  Hello *********, we apologize the resolution was not to your satisfactory.
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration for Omni of Greenwood. Your agreement with Omni states that you must mail in your request, and acceptable proof, to cancel early for relocation. Cancellation is effective upon delivery of the mailed letter, plus reasonable processing time. It does not state it has to be certified.
  
  Peak Payment Solutions has received one mailed letter, from you, with proof of relocation and it was accepted for early cancellation of your membership. The letter was post marked stamped as mailed on 08/23/2023 and delivered to Peak Payment Solutions on 08/29/2023. Your cancellation was processed upon receiving the letter, with reasonable processing time. The entirety of your balance was accrued before the letter was delivered to Peak Payment Solutions for the months of June, July and August. No further billing accrued after the delivery of the letter you mailed to Peak Payment Solutions.
  
  Peak Payment Solutions can not alter the terms of the agreement you signed with Omni. Therefor, Peak Payment can not process a cancellation until acceptable proof of relocation is received and reviewed by Peak Payment Solutions.
  
  Please provide proof of delivery to Peak Payment Solutions, of the letter you mailed in June, and we would be happy to review it for further resolution.
  
  In Good Health,

• Initial Complaint

  Date:08/15/2023

  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.

  This payment process company for my gym is illegally charging me fees for a single missed gym membership payment due to my card being stolen and the new card not delivered in time. My gym membership is only 29 dollars and they are charging me 81

  Business Response

  Date: 08/16/2023

  Hello ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management for Pinnacle Athletic Center.
  
  
  According to your Membership Agreement, A $25 service charge will be assessed for all rejected checks, credit cards and EFT transfers, subject to appropriate state and federal laws. Our records indicate that your payments in the amount of $29.99 and $1.50 were returned by your bank due to "Account Closed", and still remain past due, resulting in a return fee of $25.00 each. Peak Payment has waived these fees as a courtesy, leaving a balance owed of $31.49. At this time no refund is due as you have not been erroneously billed.
  
  
  Peak Payment is unable to alter the terms of the agreement you signed with Pinnacle Athletic Center.
  
  
  In Good Health,

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You are charging me 50 dollars of fees that are not part of any agreement I’ve signed . I owe 31 dollars not 81 
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 08/16/2023

  I’m writing to say my complaint for #******** is satisfactory. Please close the complaint out. I couldn’t find the place to do it .