Complaints

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

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American Family Fitness has 12 locations, listed below.

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  American Family Fitness

  4200 Innslake Dr Ste 104 Glen Allen, VA 23060-6772

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  American Family Fitness

  10020 Southpoint Pkwy Fredericksbrg, VA 22407-2705

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  American Family Fitness

  5128 Main St Williamsburg, VA 23188-2811

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  American Family Fitness

  11760 W Broad St Richmond, VA 23233-1005

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  American Family Fitness

  5137 Main St Williamsburg, VA 23188-2811

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2023

  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 joined the gym probably close to 2 years ago. The membership corridinator I met with told me if I needed to cancel, I could call and it would not be a problem. I had to make a big change in my life and that ended up taking me to **************. I tried to call and cancel and they told me it wasn't a valid reason but then I was never charged again. Now, starting about a week ago I'm getting a ton of calls from a credit service saying I owe $125 to debt services for canceling. I would like this resolved asap, please. I cannot afford that for a membership I canceled and am was never able to attend other than a couple times. Thank you for your time!

  Business Response

  Date: 06/26/2023

  Attached, please see member's agreement. Per our agreement membership may be cancelled only in writing (text, email, online form, hand-written note, etc.)  A minimum of 30-day notice is required to cancel membership that is month-to-month. ******, who is in contract may still get out of contract for medical reasoning or relocation, granted the proper supporting paperwork is provided. On 06.03.2022 member called our ****** Services to cancel her agreement.  She was notified she was still in contract but was given a link to submit her cancellation request along with the required paperwork. We have not received any paperwork from the member.  At this point, member will have to settle the matter with the collection agency - FCS *************. 

• Initial Complaint

  Date:07/18/2022

  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 inquired about a gift certificated for a trial membership on 14 Dec 2021 for my daughter and her family. At that time I was asked to sign an agreement and it was my understanding that this was for the minimum 2 months plus $50 annual fee and would terminate if my daughter did not want to continue. I noticed recently that American Family Fitness had continued to charge me $105 each month, now 6 months past when the agreement was supposed to terminate, and has never been utilized. My husband went to the local affiliate and discussed this with ***************************** who does not remember this conversation and said they can't refund membership fees. He asked him to cancel the membership immediately and was told it had to be me since I signed the agreement. My husband attempted to discuss this with the corporate office who again refused to refund the 6 months and cancel the membership going forward. He mentioned that we would reach out to the BBB and may need to look at legal options. Once he stated this the individual refused to discuss anything further. In the several years we have belonged to AmFam we have been very happy and referred many people, this is the first negative interaction. I attempted to send an email to them trough the website but their system would not accept it. We are looking for a refund of the the 6 months of fees ($630) and the membership to be cancelled.

  Business Response

  Date: 08/02/2022

  *********************** signed a month to month agreement on 12/14/2021 .  The agreement states upon the obligation date of the initial term (2/13/2022) this membership agreement will automatically continue on a month to month basis, until either party gives 30-day advance written notice.  We received ********************* written notice on 7/18/2022.