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:07/17/2023

  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 have been attempting to cancel a gym membership at Omni Fitness in Greenwood, South Carolina. Peak Payment Solutions is the management company for accounts with this gym. In June of this year, I went to the gym's physical address to request a cancellation of my membership, which automatically rolled into a month-to-month basis after the two-year agreement ended in February. The employee on staff told me that if I paid an "annual membership fee" at that time, he could cancel my membership. I did not wish to pay something called an "annual membership fee," so he then directed me to contact Peak Payment Solutions.
  
  I called Peak Payment Solution on July 5th asking to cancel the membership. They told me that my membership could not be canceled over the phone and a written notice had to be sent to them through mail with the letterhead they would send to my email. I am upset that this company can use phone and email to contact me with account information changes, but I must send in written notices to end my membership. I printed the provided letterhead, created a written notice, and sent it to the address provided in the email via certified mail.
  
  According to US Postal Service tracking, my certified letter arrived on July 11th. Peak Payment states that they bill my membership monthly on the 14th of each month. On July 16th, my bank account was charged for another month of membership. I called Peak Payment today (July 17th) and was told over the phone that my written notice had not been received. The employee then stated that the company only picks up mail once per week on Thursdays. In addition, he stated that the company reserves 5 to 7 days to process any mail it receives.
  
  I believe this company is using stalling tactics to delay processing my cancellation, in addition to establishing a difficult cancelation process altogether. I want a refund of my most recent charge of $39.99 as it should have been promptly processed, given the abundant notice I have given.

  Business Response

  Date: 07/19/2023

  Hello *******,
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management for Omni of Greenwood.
  
  Omni of Greenwood requires a 30 day mailed notice in order to cancel a membership, once the membership term has been reached. Your notice was post marked on 07/05/23, thus beginning the 30 day notice. Any payments that fall 30 days there after are owed by the member. This would make July 14, 2023 your last payment and your membership will expire on 08/14/2023 allowing you the time you paid for.
  
  According to our records, no refund is due as you have not been billed erroneously as per Omni cancellation policy. Peak Payment Solutions is unable to alter the cancellation requirements of the gym of which you joined.
  
  In Good Health,

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/05/2023

  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 a gym membership in person when I moved from my last residence in may 2022. Since October 2022 this company has been harassing me stating I owe money on a gym membership that is already closed. They keep increasing the payments and denying that the membership was cancelled. I do not owe this money and want this company to leave me alone.

  Business Response

  Date: 01/06/2023

  ******,
  
  
  Peak Payment Solutions is a third-party billing and software company that acts as the agent over contract management and administration.
  
  
  We are showing your account has been with ****************** since 2020, and ****************** has been using Peak Payment Solutions for your billing since 12/2020 and has been billing automatically as listed in your signed contract terms.
  
  
  Since this date, your earliest request to Cancel with Peak was on November 8, 2022, with Ticket # ****** stating you had spoken to a Peak Payment employee regarding a cancellation that had been processed.
  
  
  Based off of your contract terms, Peak does not accept or have record of a conversation over the phone of a cancellation as all cancellations are handled by the club directly at this time and Peak Payment is not authorized to cancel members without the club's permissions. We advised you on November 9, 2022 in response to your ticket to make sure to reach out to the club for your cancellation. Within a few hours we received the following response: "No I already cancelled." We advised on November 10th that your membership was still active and again, all cancellations are handled by the club and referred you back to the club for cancellation.
  
  
  As of 10/07/2022 we advised there was a past due balance on the account and we continued to reach out by email and phone to help you resolve this balance, however we had no response. On 01/04/2023 you advised you confirmed with the club your membership had been cancelled over a year ago, however your membership was only cancelled on 01/05/2023 due to no-payment on the account.
  
  
  Peak Payment Solutions and ****************** currently use the same billing system and program to track member's accounts, transactions and notes on the account so employees can verify the same information. If you have written confirmation from the club or other source of a cancellation being processed, you can forward this to our customer support team for further review.
  
  
  Due to no payment on the account within the 90 day period, your account has been cancelled as of 01/05/2023 and has been forwarded to further collections. You will need to contact ****** & Associates Attorneys at Law - Phone **************** - to resolve the account further at this time.
  
  
  Thank you,
  Peak Payment Solutions

• Initial Complaint

  Date:10/21/2022

  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 scheduled personal trainer classes at my local golds gym around April 22. It was coming close to the end of my 3 months (July 22) and my trainer informed me of the 30 cancelation window. I missed one billing date, and was like ok that's on me. My trainer got covid and missed work. We had a friendly relationship and worked with each others schedule. After a month+ I received a text that he no longer works there. I was billed again for another month while I met the deadline and haven't received any training for the past month and change. I informed peak payment of everything, but they insisted i owed more money. I informed my bank and filed a fraudulent charges action to remove the last month of trainer classes (not gym membership) off my statement. I am still receiving phone calls and emails to settle this, I can no longer go to the gym, and I am fearful of them filing me to collections and ruining my credit.

  Business Response

  Date: 10/25/2022

  *****,

  Peak Payment Solutions is a third party billing and software company acting as the agent over contract management and administration. Upon review of your account, we found your ticket to cancel your personal training was submitted on 08/16/2022. As advised in your contract terms there is a 30 day notice required to cancel, and within the 30 days there is one final billing. However, we found that your cancellation date was based on the day that we processed the ticket rather than the day it was received. Your Personal training cancellation has been corrected to have a final bill date of 08/24/2022 and cancelled on 09/24/2022.

  Due to the dispute with your bank for the payment on 09/24/2022, the money should be refunded to you by the bank. We have waived the $280 payment from the past due balance along with the $30 return item charge that occurs whenever there is a dispute.

  The remaining balance on the account is for your gym membership at this time as this contract is still in term.

  Please reach out to our Customer Service team so they can help you get the remaining balance cleared so you can continue using your gym membership!

  Thank you,

  Peak Payment Solutions