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:03/09/2023

  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'm writing to filing a complaint against Mayweather ********************************************* located at ********************************************************************. In October, I informed the establishment I'll be out of country for few months and wanted to know what my options are to avoid recurring payments. One of the trainer/employees suggested to freeze the account without informing me about repercussions. In January, I stumbled upon $200 credit card charge where Mayweather didn't inform me about it and quietly resumed my memberships. Completely unethical! When I called the location, the manager informed me I should think of $200 as cancellation penalty and they landed that as a breeze. Concerns:No one informed me about this when I was joining the establishment. No one informed me about $200 penalty when they paused my account. On top of it, they don't have a system to make refunds. They need to run the business with ethics and make it clear to customers how much they need to pay to exit from this establishment. Most importantly, employees need to get more educated about their exit policies before dealing with customers.

  Business Response

  Date: 03/20/2023

  Our maximum freeze period is 2 months, that is always state to the customer at the time they are freezing the account. We will be happy to extend it if there are special circumstances with request and proof provide by the customer.

  There's no quietly resumed membership, is the account come out from the maximum freeze period automatically without further action notified by the customer. However, the customer wants to cancel the membership instead. Our cancelation policy is always 30 notice with signing the cancelation form, and is "ALWAYS" in the membership agreement and "ALWAYS" told when members are signing up. That $199 was not cancellation penalty as the customer said, it is the charge of the membership fee of the last 30 days after cancelation form was signed. The customer still have the eligibility to use the studio and take classes.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19450862
  
  I am rejecting this response because: I'd like to know what communication mediums were used by Mayweather to inform me before they charged my card or resumed membership quietly. There was no call or text or in-app notification about resuming my membership to inform me. After such unpleasant experience, I definitely don't want to go back to this establishment. No wonder this specific location has such bad ****** reviews and I'll be adding mine after such unpleasant experience. 

   

  Since, I've not used this place for single day since I paused my membership I don't know why and how are they calculating "past dues". 

   

  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/28/2023

  Dear Nav

  We understand your frustration and would like to address your concerns. We would like to clarify that the process of resuming a membership and charging fees is a standard practice in the fitness industry, and we follow the same protocol as any other gym or fitness center. 
  

  After reviewing your account, we found that your freeze period had expired, which caused your account to become current. As a result, the system automatically charged the monthly fee. While this is a standard practice in the fitness industry, we apologize if there was any confusion or miscommunication regarding our policy.

  We apologize if there was any miscommunication or confusion regarding this policy. We strive to provide our members with the best possible experience, and we appreciate your feedback as it helps us to improve our services. If there is anything else we can do to assist you or if you have any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding and cooperation.