Business Profile

Health Club

American Family Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

This profile includes complaints for American Family Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

If you've experienced an issue

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:05/19/2025
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 tried to cancel a membership with American Family Fitness and used their website, which is the only channel they have for cancellation. This in itself is an unfair, deceptive, and abusive practice. Companies should allow you to cancel a service in the same channels that they allow you to start a service.The cancellation was sent and I received a jotform Thank You! Your request has been submitted for cancellation via the site. I never received an email confirmation, but didnt expect to. The company is not honoring that cancellation and I was sent a text stating I am late on a bill. They pointed me back to the website today, which I refilled out (again same interaction on website and no email), but I did receive an email from a ******* Eagle at *** that said she would process it, but I would need to pay for the next 30 days.Given the above interaction, I am asking that my cancellation be from my previous date which would be 30 days on May 16th, versus this company asking for an additional 30 days of payment for a process that does not work and is harmful / deceptive to customers in the way it is designed. The only documentation I have is a response from the website after cancellation submitted, that does not have date or time stamped. No automated emails were sent.
Business Response
Date: 05/22/2025
American Family Fitness does require a 30 day written notice to cancel. We received Mr. ******** request to cancel on 5/19/25 making his billing of the same date his final payment. The email from ******* is the standard email you will receive after using our online cancellation form. We would've needed to receive written notice on or before 4/19/25 in order not to charge Mr. ****** for the May payment. If he provides proof that written notice was provided on or before 4/19/25, we will be happy to refund the May payment. He continues to have usage through 6/18/25.
Customer Answer
Date: 05/22/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response did not respond to the fact that I was told the email bounced back and only received a follow-up response from *******. I had sent a cancellation response previously and never received a response originally. The only reference I have is the jot form response from the website that is not date/time stamped and I submitted that. Only other proof is their website email that didnt work.
this is a business looking to take advantage of customers with an unfair, deceptive, and abusive practice.

Regards,

**** ******

Business Response
Date: 05/23/2025
Unfortunately, we can only cancel your membership and begin your 30 day notice when we receive something in writing. We show no communication and no submitted cancellation prior to May 19, 2025. Therefore, The 5/19/25 bill is owed and you have usage of the facility until 6/18/25. Thank you.
Customer Answer
Date: 05/24/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

**** ******
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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 applied for a job at the American Family Fitness as a personal trainer. During the interview she called me brainless. Im also a member of the gym or was. After I complained several times they terminate my membership with no refund. And they never displayed the Training manager that called me brainless. I have paid $260 for my membership. Thank you
Customer Answer
Date: 05/14/2025
They never said one thing. Just tucked their head and ran scared.
Initial Complaint
Date:04/16/2025
Type:Billing Issues
Status:
UnresolvedMore 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 signed up for the membership in February and things were great until March when I realized the card on file was the virtual card(my internet browser does this for online payments to protect from fraud) so the transaction didn't go through. I called customer service with the correct card number and they couldn't take over the phone and I had to go in person. I went in person and processed payment then 3 days later I was charged a late payment on top of my dues for $30. I called customer service again and they said they wouldn't reimburse so I requested to cancel. This went all the way to management and I left her a voicemail to cancel and call me back. I never heard from her at all and I cannot log online since my account says it doesn't exist so I assumed she had canceled it. I just got charged again and customer service has done nothing. At this point I want reimbursement for the $30 late fee, my monthly dues from March, and my monthly dues from April as well as a proof of cancelation for all of this hassle. This gym is not worth the money, it's extremely old with broken equipment, terrible class hours, and this just shows their lack of customer service.
Business Response
Date: 04/22/2025
On 3/29/25 ******* ******** paid her balance in the club and was informed by our Welcome Desk that she needed to call billing to have the fee removed. Ms. ******** did not reach out to the billing office and the fee was processed in our rebill on 4/4. After the fee was billed the Ms. ******** called and asked for it to be refunded to her. Our billing department explained we will not refund but we can place a ***** credit on her membership. The member declined. Ms. ******** also stated she asked our billing department to change her credit card over the phone, due to calls being recorded and monitored regulations state they are not able to take credit card information over the phone. Credit card information can be updated in the club or on our member online portal. Our office did not receive a cancellation of membership from Ms. ******** until 4/21/25. As stated in our agreement signed by Ms.********
Upon the obligation date of the initial term, this membership agreement will automatically continue on a month-to-month basis, at the recurring dues, until either party gives 30-day advance written notice. Any scheduled payments due prior to your effective date of cancellation will be presented to your financial institution for payments; including but not limited to your yearly maintenance fee.
No fees will be refunded. Thank you
Customer Answer
Date: 04/22/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I canceled my membership over the phone as previously stated. I went into the club yesterday because I was charged yet again. There has been nothing but lies and deceit from your company.

Regards,

****** ********
Initial Complaint
Date:01/14/2025
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.
In March 2024, I signed up with this gym with an employee named **** *******. While he had me sign the membership contract, he verbally promised to waive my first-year maintenance fee. I later discovered that the fee was not waived and instead sent to collections. This promise was made in the context of Joshs inappropriate personal advances, which included text messages that crossed professional boundaries. I have saved these messages as evidence, should they be needed. March and May 2024, he confirmed in writing that he would "take care of the yearly fee." At no point in the texts did I initiate flirtation, ask for special treatment, nor suggest the fee be waived in exchange for anything. When I brought this to attention of manager **** *******, I received a dismissive response that failed to address the core issue: an employee used his position to make unprofessional advances and offered to waive a fee as part of this inappropriate interaction, which has now negatively impacted my credit and has led to extreme financial hardship. I have been unable to gain employment due to this balance being wrongfully sent to collections. I signed the membership agreement in good faith, trusting the organization to operate professionally and ethically. The additional fees stem from an error caused by an employee of American Family Fitness, as I did not receive further billing information after the last conversation with ****. His inappropriate actions directly led to the misunderstanding about the annual fee and my eventual inability to use the gym. I believe it is both unfair and unreasonable to hold me accountable for these charges. At this time, I have "settled in full" to repair my negative credit record. I respectfully request a removal of the balance from collections IN FULL and reversal of the negative impact on my credit to prevent further damage and a formal review of American Family Fitness employee conduct so future members don't experience similar treatment.
Business Response
Date: 01/21/2025
The member signed up with American Family 3/22/2024. The member defaulted on her June 2024 dues, thus causing her membership to go in arrears and was bundled in collections & sent to the collection agency in August 2024. Prior to being sent to collections, the member was sent notifications from the billing department on 6/7, 6/21, 6/27 with no attempts from the member to resolve this before being sent to collections. Had the member contacted us, she would never have been sent to collections. We are aware of the mutual texting between the employee and member, but that does not relinquish the member from the signed agreement obligation. These text messages that the member is now claiming were inappropriate took place from March to May of 2024, however, the member did not address this with the manager until December of 2024. When the member did finally complain, despite the validity of the maintenance fee & her signed agreement, as a courtesy, we adjusted her balance with the collection agency and removed the maintenance fee and associated fees from her amount owed to them. The remainder of her past due balance from June 2024 and associated fees were all that she was then required to pay the agency. She paid that balance January 2025, and the collection agency will report to credit bureaus that it is resolved.
Customer Answer
Date: 01/21/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The issue is not simply about marking the balance as satisfied on my credit report; it is about having the collection account fully removed. I was assured verbally and in writing by an employee that this matter would be resolved long before it was sent to collections, but the business failed to honor that commitment. I trusted an American Family Fitness employee who engaged in deceptive sales practices and failed to act in good faith.

The employee made these promises while engaging in inappropriate conduct during the signup process, including repeatedly asking me out despite my polite refusalsbehavior that constitutes sexual harassment. I was later denied access to the facility, and my requests for a callback from management went unanswered. I ultimately paid the collections balance solely to secure employment, not as an admission of fault.

I request that the business take full responsibility by working with the collection agency to remove this account from my credit report and refund the payment I made in January 2025. This request is justified due to their deceptive sales practices, unethical behavior, and the false promises that misled me into signing a contract that contradicted what their employee promised.

Regards,

****** ********

Business Response
Date: 02/04/2025
As per stated in the previous response, member was only charged for dues not the maintenance fee. There was never any communication that the employee would take care of her dues. Per the agreement, the last month of dues and related fees were owed. This will be our last response.
Initial Complaint
Date:02/19/2024
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 not liable for this debit to 05 American family fitness. I do not have a contract with First credit services, they did not provide me with the original contract as I requested.
Business Response
Date: 02/21/2024
************** signed up for a month-to-month membership that requires a 30-day notice to cancel. ************** came in and filled out a cancellation request on 10/27/2023. His billing each month was on the 2nd of the month, so November 2, 2023 would have been his last payment. ************** was cancelled according to the agreement. When he came in to fill out his cancellation, he was told by staff that he had a past due balance for October and was made aware of the 30-day notice policy for cancellation. ************** was charged for November's dues. The payment cleared, but he then did a chargeback. Member was then past due for Oct and Nov 2023. Since the balance was not paid in 60 days, he was bundled in collections and sent to ********************, the collection agency that handles our bad debt. ************** needs to handle his debt with the collection agency. The debt is valid.
Customer Answer
Date: 02/25/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

***************************

I only used their services for five days and paid for the entire month and then went ahead and canceled. They continued to bill me for the following month upon which I did a charge back because i had already cancelled their services. They then sent it to collections and are now trying to collect 6.5 months worth of payment.

Business Response
Date: 03/06/2024
We have provided the information as to why the debt is valid. Member needs to contact First Credit Services ************ to resolve the debt. I have attached the member's contract and end of term cancellation which states that the member must give a 30-day written notice to cancel. We cancelled his membership by the terms of this agreement.
Customer Answer
Date: 03/12/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.
The debt is 6x higher than the original amount which is why it is not valid at all!
Regards,

***************************
Initial Complaint
Date:12/11/2023
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 am not liable for this debt with American Family Fitness. I do not have a contract with the collection agency trying to collect, "1st ****** Services" they did not provide me with original as requested.
Business Response
Date: 12/12/2023
Member's original agreement is attached. Member never did a written notice to cancel. After 60 days of nonpayment (2 months of dues), member is bundled in collections with fees and sent to ************ Services for collection.
Initial Complaint
Date:11/28/2023
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.
During covid I sent multiple emails to the American Family Fitness asking to drop my membership because I didnt feel safe going there with covid happening. After some correspondence they stopped charging my credit card. Now that I want to join back up they say I owe $150 and are threatening to turn it into collections.
Business Response
Date: 12/07/2023
Member signed up online for a 24-month agreement in January 2020. We never received any correspondence regarding cancellation from the member. He has been asked several times to provide us any of the multiple emails that he states that he sent in 2020, but we have not received anything. His membership continued to draft after we reopened after Covid, and then we did stop billing. Not because of any correspondence as the member suggested, but his credit card was no longer valid. After 2 months and over 10 attempts by text, email and calls, the member never reached out about his past due balance and was bundled in collections. We did not send members to legal collections just after *****, so we did not send him. The amount left on his contract including fees would have been $1135.00. We have been offering members that were bundled in collections in 2020 an amnesty option where they do not have to pay the full amount of the agreement but $150 amnesty payment which is what was offered to the *******************
Initial Complaint
Date:10/21/2023
Type:Product 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.
Bottom line by looking at all the proofs corporate office should have made the balance zero**** no idea how they did not even after I followed up 3 times... this is ridiculous****looks like a scam...I would like to clear the balance to zero and join amf again if possible**** One last try...History for your reference ...First Time - Closed on Jan last week according to your front Desk: Honestly I did all the due diligence per AMF membership process.1/3/2012 6:37 PM - Paid the Termination Fee.1/3/2012 same time - Froze the account to be on the safe side - Note that Active membership will resume on 04/19/2012 If proof is not submitted.1/20/2012 - ************** issued a license.On the same weekend I drove to ******************** and I gave the new MD license to front desk and ask them to fax it your department. She confirmed, you are all set!Issue started on 04/26 when I saw that I was charged, which I did not understand.1. If my account was frozen until 04/19, don't you think it should be pro-rated ?2. I contacted your department on 04/26 expecting some response, no one responded until I sent another reminder.3. Second Time - Finally I got a response and I sent a soft copy of Driving License May 21, 2012 at 1:47 PM 4. Final Time - I got an email saying they did not receive .. Third and Final time I sent it on May 24, 2012 I have attached all the proofs that I have in this email and I'm planning to share the same with the Credit Bureaus, if they say I have to go via some legal channel to dispute it, I wouldn't hesitate to do that as my credit history is affected, and I know I'm not lying just for $100, its a matter of dignity!!!
Business Response
Date: 10/25/2023
After reading the customers complaint and reviewing the previous account, we have cleared the remaining balance. There was contradicting information about the date of relocation proof submission, however, we can see where the miscommunication may have happened and have made an exception to clear the balance.
Customer Answer
Date: 10/25/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.

Regards,

*************************
Initial Complaint
Date:08/08/2023
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.
Ive been trying to cancel my membership with AFF since June, 2023- their website always gives me a error when you request a cancellation form. I contacted them via phone after trying the website for a few weeks (continued to get the same error) and I asked them to cancel my membership right away (08/01/23). The agent I spoke with advised that the monthly payment would be the only remaining payment. Now the issue is that I have another charge for 55 dollars for a yearly maintenance. The only reason my cancellation didnt process until 08/01/23 is because the error on ther website; which makes it difficult for any other customers to cancel it. Because the request was received on 08/01/23 they canceled my membership as of 09/05/23 so they could do withdraw more money from my account.
Business Response
Date: 08/15/2023
The agreement signed by the member states any scheduled payments due prior to the effective date of the cancellation will be presented to your financial institution for payment; including but not limited to your yearly maintenance fee. The cancellation was submitted by the member on 8/1/2023, which was also the draft date for the *** and monthly dues. No refund will be given.
Initial Complaint
Date:06/22/2023
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 had a family membership of $100 per month at American Family Fitness. I understood that you need to provide 30 days notice to cancel this membership and you can do it at any time. I went to the ******* location to cancel and there was no membership person available to help me. I was shown by the front desk person how to cancel online. I cancelled the membership on 5/31/2023. I fully understood that I would have a membership for ********************************************** using. I was billed for another full month of membership on June 20 2023. This is 20 days after cancelling that I am paying for another full month!! I didn't expect to have a membership for another month and 20 days after cancelling and giving my notice. It is not right to pay for 50 days of a membership when they say you can give 30 days notice. This should have been prorated for only those last few days in June to equal the 30 days. It is wrong to charge a full month for at the end of June. I cancelled in May. I should not have to pay for any July days. My membership should have ended June 30. I thought I would join this gym again later on when I can use it... but after paying for 20 extra days beyond the 30 notice... 50 days I do not want. I just can't allow myself to be taken advantage again like this... After calling an explaining they would said it is just their policy. Nobody was available to tell me the billing cycle is when you need to give 30 days notice. To me, if you say you want to cancel on the wrong day of the month, you then have to give 60 days more to pay... and potentially pay another 2 months of unwanted gym time. I did understand I was liable for 30 days I didn't want. 20 more days is abusive and wrong. I want a refund for all those July days I am having to pay for. 30 days notice should be enough to fully end the relationship. This bridge is burned for me now with this company unless this is resolved.
Business Response
Date: 06/29/2023
Good Morning,
American Family Fitness, ******* ***************** Hours: Monday & Tuesday, 9am -7pm Wednesday-Friday 9am - 6pm & Saturday/Sunday 9am - 3pm. The online portal, where you submitted your cancel request, provides a full explanation of the cancellation policy.
The 30 day advance written notice is based off of your membership billing cycle date, which drafts each month on the same scheduled date. Your billing cycle date was the 20th of each month; your cancellation was submitted on the May 31st, meaning the final billing would have been June 20, 2023 with no future dues billed beyond said date.
Additionally, an email was sent to you explaining the policy and final billing/end date of your membership from our **************************** **********************, has addressed your request to cancel in a timely and professional manner as explained in your signed membership agreement. Please find the attached copy of said agreement.
Respectfully,
**************************,
General Manager

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

American Family Fitness is NOT a BBB Accredited Business.