Complaints

This profile includes complaints for Sapience, LLC dba Emerald City Athletics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sapience, LLC dba Emerald City Athletics

  3924 Stone Way N Seattle, WA 98103

  
• 

  Emerald City Athletics - Ballinger Village

  20202 Ballinger Way NE Shoreline, WA 98155

• 

  Emerald City Athletics - Everett

  10110 Evergreen Way Everett, WA 98204

  
• 

  Emerald City Athletics - Columbia City

  3785 S. Alaska Street Seattle, WA 98118

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:06/07/2025

  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 am filing a complaint against Emerald City Athletics (************************** location) for failure to honor cancellation requests per their membership contract and continued unauthorized billing after confirmed cancellation.Timeline:- October 2024: Joined gym, paid initial membership fee plus $400 for 4 personal training sessions ($100 each)- November 2024: Sent written cancellation request to address specified in contract - ignored - December 2024: Sent registered mail cancellation request to contract-specified address - ignored - *********** 2025: Continued monthly charges of $32/month ($160 total) despite proper cancellation attempts - May 30, 2025: Manager finally confirmed cancellation via email after I escalated the issue - June 1, 2025: Charged another $32 AFTER written cancellation confirmation Total amount paid- approximately $592 ($400 personal training + $192 in membership fees from Oct-June)Nature of the dispute:1. Business failed to process two proper cancellation requests (Nov 2024 regular mail, Dec 2024 registered mail) sent to their contract-specified address 2. Continued billing for 6+ months after proper cancellation attempts ($192 in unauthorized charges)3. Charged $32 in June 2025 AFTER manager confirmed cancellation on May 30, 2025 4. Failed to provide 2 of 4 paid personal training sessions ($200 value) - one session canceled by trainer without notice 5. When confronted, management claimed no record of registered mail cancellation despite delivery confirmation The business has NOT resolved this issue. They confirmed cancellation but have not provided any refunds for unauthorized charges ($224 total: $32 June charge + $192 unauthorized charges ******** or undelivered services ($200 in personal training). Total amount seeking: $424.Requesting a full refund of unauthorized charges ($224) and undelivered personal training services ($200) totaling $424.

  

  Business Response

  Date: 06/18/2025

  Hi *****,

  Thank you for your patience, and I want to start by sincerely apologizing for the experience you've had.

  I was able to locate both your original letter dated November 7th and your certified letter dated December 21st. Its clear that you made every reasonable effort to cancel in accordance with the contract, and I fully acknowledge that there was a lapse on our part in processing your request. Theres no excuse for the delay, and I agree it was unfair to continue billing after you followed the proper steps.

  Regarding your personal training sessions, I understand you were not provided with two of the four sessions you paid for, including one that was missed without any communication from the trainer. While personal training packages are typically non-refundable, I agree that given the circumstances, a refund is more than fair.

  Here's what Ill be processing for you:
  Refund of all monthly membership dues from your initial cancellation attempt through the final charge in June totaling $224
  Refund of the unused personal training sessions totaling $200
  That brings the total refund to $424, which I will be submitting for immediate processing. Ill follow up with confirmation once its been issued.

  Again, Im truly sorry that this was your experience. Its not reflective of the standards we aim to uphold at Emerald City Athletics, and I appreciate you giving us the opportunity to make this right.
  Please dont hesitate to reach out if you have any further questions.
  Warm regards,
  

  *** ******
  District Administrator
  Emerald City Athletics

• Initial Complaint

  Date:02/07/2025

  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 January 31, 2024 I submitted a form to cancel my membership at Emerald City Athletics. Sometime in the week after, I received a call from one of the staff, who asked me if I wanted to freeze my membership instead of a full cancelation and said I had until March to decide to call back if I wanted to apply a freeze. I did not call back and considered the matter closed.A year later, I couldnt remember if I had frozen or not, so I checked my bank statements to see if I was still being charged the nominal freeze fee. Instead, theyve been charging me the full $65.05 every month for the past 11 months, plus a $130.10 fee for a total of $845.65, all while I thought my membership was canceled (or at the very least frozen) and theyve refused to issue me a refund.

  

  Business Response

  Date: 04/05/2025

  Hello - sincerest apologies in this delayed communication. 

  Please rest assured that this is being resolved and taken care of.

  As of right now per attached now I've successfully refunded 8 of the 13 transactions, the other 5 will be refunded on Monday when we are able to contact our vendor.

  I apologize again for the frustration this has caused and we're sorry that Emerald City Athletics couldn't fit your needs.

  Please feel free to reach out at anytime at **********************************************************

  - Dal

  Customer Answer

  Date: 04/22/2025

  
  Thanks so much for advocating on my behalf and sorry for my delayed response. I see that the matter has been closed because I didn't not respond yet. I have received the first refund of $520.40, but have not yet received the second refund of $325.25. I will give them some time to make the refund, but if I do not receive anything in the next week or so, I will let you know.
  
  Thanks!
  

  
  

  

  Business Response

  Date: 04/22/2025

  Just following up - I'm getting final step processed for the second portion of the refund. I was able to process a majority of it manually, getting our billing vendor involved for the rest of the refund!

  Customer Answer

  Date: 04/29/2025

  
  
  
  The full refund has appeared in my account. Thanks for your help!
  
  
  Cheers,
  *****
  

  
  

• Initial Complaint

  Date:01/30/2025

  Type:Order 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 went in to sign up for month to month. The employee helping me weighed me, and deconstructed my bmi and told me where I should improve. I gave him some of my health goals and he was hypervigilant on how awesome I was. A good sales pitch honestly. When it came to the prices I had stated I wanted the month to month. He wouldnt accept he pushed very hard for a contract at a higher rate, and he convinced me. I signed on 11/26/2024. The contract states I could utilize buyers right to cancel 3 business days after signing up. And I was unimpressed with my experience after that, and how they treated me much more poorly after I signed up. 11/26/24 was a Tuesday and I was under the assumption three business days after that would be Wednesday the 27th, Friday the 29th and Monday being the third day December 2nd. Because the 28th was a holiday and 29th and 30th are weekend days. Someone reached out to me over the phone, saying my request is denied and Ill have to stick with the contract and that they couldnt help any longer and when I said I couldnt accept that they had nothing else to escalate it too.Attached I have their response saying the buyers right right was not utilized in business days like on the contract but I quote 3 business days that we are open Not only do I feel manipulated, taken advantage of because of my weight and insecurity, they completely ignored me and treated me worse when I finally signed up. Im trying to get out of this contract and they are stating it isnt their issue anymoreI know I requested to cancel this contract correctly.

  Customer Answer

  Date: 02/11/2025

  Good evening,  
  
  
  
  
  Last contact was this past Thursday and they left a voicemail asking for payment and to ask me how I am liking my membership the call was from their business manager Gabby. Just thought it was curious I havent been in there since i signed up.
  
  
  
  
  Thank you.
  

  

  Business Response

  Date: 03/13/2025

  Hello ****,
  
  
  I hope youre doing well. I want to apologize for the delay in communication on this, your initial request to cancel the membership and for the lack of awareness I had in this issue.
  
  
  After reviewing your situation and clarifying our policy, we will be honoring the three-day cancellation and providing a full refund of all dues paid. We will also notify our collections vendor immediately to ensure your account is cleared, and our billing vendor will be informed that no balance remains on your account.
  
  
  We appreciate your patience and understanding. If you have any further questions or concerns, please feel free to reach out. I am available to call any time on this matter at your convenience and would love to speak with you.
  
  
  Warm regards,
  

  
  

  Customer Answer

  Date: 03/13/2025

   
  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,
  
  **** ******

  Customer Answer

  Date: 05/05/2025

  I settled with ECA in March and they refunded my money back. Because I tried to cancel within the time frame, and they believed it not to be the timeframe which was wrong I found out they still turned over what I would've owed to a collection agency on April 27th. I have been battling with this business since November trying to get a resolution and once I did it was all okay. Then they just decided to do this. I will be writing a review on most platforms but I want the BBB to know they did this too me

  

  Business Response

  Date: 05/16/2025

  Hey - I believe I have addressed this follow up concern. When ***** brought this to my attention I reached out to our vendor.

  This was not done maliciously, the account went to them after a waiting period.

  Once again I apologize for any frustration ***** has gone through with this

  Customer Answer

  Date: 05/16/2025

   
  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. Thank you to the district manager for his help. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/08/2024

  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.

  I was excited to go to this gym, I went and tried the 7 days for free. I am currently losing weight for my Bariatric surgery that is coming up soon. They never told me the whole story about how it is a ************************************************ and pay every month. Also they reached out to my mother and she was my emergency contact, when they had my email. I am very upset because now they are wanting proof that I can't go to their gym from my doctor. So that I can get out of the contract. I feel like they are invading my private life! That is not okay. No one should be locked in a contract without being told and they charged my card when they said they weren't going to do that right away. I had to get my sister a different present because they took money out of my account without asking. I also talked to them and they will not reason with me once so ever. She kept telling me the same thing over and over. Please just help me get out of this mess, I really hate what's going on.

  

  Business Response

  Date: 05/14/2024

  **** joined ECA on 4/27/2024 signing a 12-month contract, which has been attached to this response. Included in that contract was an addendum that she attested to, certifying that this contract was non-refundable, could not be cancelled within the initial 12-month term and carried a 12-month term. She brought in a 7-day free week pass, and in exchange, we waived the Enrollment fee of $49 in exchange for the 7-day pass upon signing up. She paid the initial 1st month dues on 5/1/2024, and submitted a cancellation request on 5/5/2024, which is outside of the 3-day window to cancel. When we received the cancellation request, we reached out to inform her of the contract she had signed and she responded with " My memory is a lot better than you're thinking and I do have health issues when it comes to my body. I have fibromyalgia and endometriosis. Hence why I wanted to cancel my membership and then you tell me it's a contract? Yea no. Also I am reporting you to the police for harassment. I did not sign and or allow people to think that they can use me as a money bag for your gym when I can't even afford that and work full time at ********** and amazon. This is why I reached out. I can't do both. I do not appreciate the fact you reached out to my mother. You never got permission to due so. This is not an emergency for you to call her and tell her that I haven't come in and or you not being honest with her about what was going on. Listen to me right now if you keep doing this not only will I reach out to the police but I will reach out like I said to the BBB. If you email again that will happen and never I mean never reach out to my mother. That is an emergency number not to call her and tell her my information that is illegal and you didn't say anything about getting permission for any of this. So I am done with the ********. And like I said. I changed my account and my card. Have a great day and I hope you have learned a valued ****** of not messing with people and the goals they have set for themselves and no I will not send you any of my health information that is none of your business once so ever of what I am going through personally. So kindly f*** off like I said. Thanks "

  We have also received SMS messages with messages of the like, using very explicit language. We made a business decision to allow her to cancel the membership, which was processed on 5/9/2024, with no further billing. We sent her an email confirmation of this on 5/9/2024 at 9:00am. 

   

• Initial Complaint

  Date:02/28/2024

  Type:Order 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.

  "THEIFS! Harassment, Negligence, and Emotional stress": I have been a member of this gym before ECA acquired it. For the last 3 years I have been trying to cancel my membership. During COVID shutdowns I was not allowed to cancel my membership without experiencing hardship. I have spoke to **** and **** who assured me the cancellation was in process. When I signed up (before the gym was completed I purchased a family membership ( ***** per person). I signed up my self, husband and 3 children. My cost was ***** plus fees. Somehow they started charging my husband for a separate membership and for some random person membership?!!!! I have repeatedly asked for a copy of my contract and/or any documentation that has my signature allowing these additional charges. Despite my repeated complaints to management and the billing department nothing was done about it. When I pressed them to run investigation, ****** called and was very offensive. This happened to me at Emerald City Athletic in ******* **. I was dismissed, subjected to verbal threats and insults made by ******. *I am a victim of theft, negligence and was harmed financially and emotionally distressed. Financial Fraud / Contract Money: ECA stole my money by violating the contract. I am being charged for a family membership, they separated my husband and charged him separately. They are also charging me monthly for some random person who I do not even know. and not reimbursing me for the amount I have paid and was over charged.

  

  Business Response

  Date: 02/29/2024

  ******* has been a member of the gym, with the first beginning date of 4/28/2009. ******* shares she had several family members who had signed up on a family membership, which is something that we stopped offering quite some time ago. Those family members who were still utilizing the club were each assigned their own membership, each given their own membership number years ago.The member which ******* is claiming she does not know, is a minor who has listed *********************** as the Emergency contact and put her same address as his home address.There was also a parent that signed the contract as the guardian, that parent is someone who was on ******** initial contract back in 2009. The fraudulentmember, whom ******* claims to not know was listed as a child on her babysitting agreement 2 years in a row back in 2011 and 2012 as a child to which she would be bringing in to the club with her. It may be a safe assumption that ******* knows this individual that she claims was signed up and had her bank account information.The cancellation policy at ECA is to submit a written request to cancel, which we have yet to receive from this member. In an attempt to resolve the issue, we refunded roughly 6 months of dues on all 3 memberships, even though we still do not have a written request from her. This is an extension of goodwill to work with a longstanding member. We wish ******* and her family the best.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21359235
  
  I am rejecting this response because:

  Because ECA has been charging my bank account for the for the last 5 years without my authorization. On Monday Feb 19, 2024 I received a response from ******, club Coordinator in regard to my concerns over the additional charges to my account. She stated that I would be receiving a refund for *************************************** (******), ********************* (******) and mine (******). She also stated that all information has been cleared from the collection agency. My issue is this my grandson ****** is 13 and will be 14 until March 2024. So if the age policy is no one under 13, how did my 10 year old grandson get a membership? Also if there are no family memberships, per ******. How did I get charged for ********************************* signing up his son under his membership number. As you can see in *********************************** Contract there is no bank information listed, there is only a **** card authorization in ************************************* name. I am not aware of this membership. I did not give Authorization to use my bank account. I was never notified of these additional charges. I spoke to ****, in person about these charges in November 2019 when I  tried to cancel my account. I was asked to bring in my bank statements first so she could research the charges. However COVID happened before I could do anything. I owned an Adult Family Home and we were affected by the lock down before the rest of the World.

  As ****** has stated over and over again through email, my family membership was put into separate membership plans. Each member was given separate membership numbers AND have been billed separately for a long time. (email 2/27/2024). However I have people on my membership. I only have 3 separate charges? If in fact what you are saying is true, who is paying for the other 3 members? Is it your policy to allow anyone to add members to someone else's plan without authorization? The bank authorization you provided is from 2012. It was provided to pay for my membership and mine alone. You had no right to allow anyone to make charges on my account without my knowledge and certainly not with my authorization.

  Based on the fact you did my have my banking information on *************************************** Contract to authorize these charges. I absolutely consider this is fraud? I did not sign him up. On page 3: Authorization Agreement for Preauthorized Payments (Debits) there is no banking information, only a **** card that does not belong to me. Your email gives the assumption that my son ********************************* had my banking information, but you can clearly see that he does not. ECA was the only one with my bank account information. ECA allowed my private information to be shared. ECA stole money from me for the last 5 years. When I requested a cancelation and explanation of my account in 2019, I was asked to bring in my bank statements, since also had a challenge figuring and out and they refused to take my word. Also what is even more concerning is my original contract. Who is ***************************??? Am I paying for him too? Also my husband ***************** is missing? But you have *********************? I am assuming this is supposed to my son *********************************? Also my birthday is incorrect? 

  I am confused and angry. I feel that you have stole from me for the last 5 years and I want my money back. As you stated in your email...'They (I assume you are referring to ******) provided bank information which is not our burden of proof to verify'. However the only bank authorization you have from me is from 2013, and that was for my original membership.  There is ZERO bank information on *************************************** contract only a **** card no voided check or anything. Please explain. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2024

  As ******* shared, we have initiated a refund to her for a total of $468.68 which is above and beyond, given the circumstances and the fact that we still have not received a written request to cancel her membership. I did get notice today that the refund was rejected due to the account being closed, so we are mailing her a check, via certified mail, which may take 2-3 weeks to receive. The refund checks are being sent certified mail to her address on file. The initial claim that came through was that we had fraudulently signed up a member to whom she claimed was a stranger, even after confirming with her that this member listed her as the Emergency contact on the agreement. Upon our research, we then discovered that the member was her grandson. The age for the minor in question is not our burden to verify, as the guardian who signs the agreement states all information is true and correct.
  The charges on this member's account started in Jan of 2019. ******* claims that she spoke to **** in November of 2019 about these charges, when our records show she actually first addressed this concern 7/5/2023 with **** when she came into the club, which **** followed up with an email to her to confirm what we needed. We did not get any reply back from ******* until she resurfaced the matter again in February 2024. She had previously been in contact with the ************ in on 12/9/2020 to cancel childcare services that were set up at that time, and did not bring up any billing concerns at that time. 
  ******* did not reach out with her concerns timely in order to give us the opportunity to address these concerns 5+ years ago when the charges she was concerned about first started billing. We have been very responsive every time she has reached out, following up timely to her requests as we have received them. We have gone as far as we are going to go on this matter, ensuring that we refunded the dues dating back to when she came in and is claiming to have requested to cancel. 
  
  

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21359235
  
  I am rejecting this response because: Because it does not address my concerns. ECA fraudulently used my bank account without my permission. ECA has supposedly initiated a refund of $468.68,  which as you state  is above and beyond, given the circumstance. You, by your own admission have stolen money from my account for over 5 years. I have spoken to Rose (11/2019) prior to 7/5/2023 to cancel my membership and to look into the unauthorized charges. I was asked to bring in my bank statements. Until ****** researched this issue I had no knowledge of who or what I was paying for.  The initial claim that came through was that ECA had fraudulently debited my bank account. Through ******'s investigation she discovered I was paying separately for my husband ***************** (who was part of my initial family plan through Epicenter) and a ***********************************. Which based on his contract signed by MY ADULT SON as his GUARDIAN in 2019. The preauthorization to charge listed his **** card. THERE WAS NO BANK AUTHORIZATION LISTED AT ALL. THERE WAS NO BANK INFORMATION LISTED ANY WHERE ON THE CONTRACT. Mind you I was unaware of who what I was paying for at the time of my inquiry. My grandson *********************************, is 13 years old soon to be 14 in 9 days, why would I think it would be him that I've been paying for the last 5 years? 

  My first attempt to address theses concerns was when I spoke to **** in November of 2019. My second attempt to get clarity was 7/5/2023 when I spoke to **** again. **** suggested that I wait to close my membership until she was able to follow up with my concerns about the additional charges. I was ask to send a copy of my bank statement.  ****** stated that I came into the club on 12/9/2020 to cancel childcare services. This is concerning because we were in the middle of closure mandate due to COVID, until Jan 2021. I have been asking for clarification and cancellation since November 2019. 
  ****** states.....******* did not reach out with her concerns timely in order to give us the opportunity to address these concerns- however I reached out in 11/ 2019 and I received no answer. COVID happened, I reached in 2023 and still nothing .

  Statement from ****** and ECA....We have gone as far as we are going to go on this matter, ensuring that we refunded the dues dating back to when she came in and is claiming to have requested to cancel. I am requesting that my dues from all of these accounts mine and the 2 fraudulently, unauthorized accounts, that were debited to my bank account without my knowledge,  be refunded in full. 
  Sincerely,
  
  ***********************

   

  I have screenshoots of ECA ******** accounts and it shows that November 23, 2020-through Jan 11, 2021  ECA was in fact closed due to Governor ******** COVID mandated closures. 

  Customer Answer

  Date: 03/06/2024

  Attached are the demand letters from ECA. I spoke to the Law firm and they are basically stating the opposite of what ****** is saying. They are stating that no matter what she says I owe and they are trying to bully me into paying. 

  This is causing me a lot of undue stress and mental duress. Please help me to resolve this issue. 

  Respectfully 

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

  

  Business Response

  Date: 03/07/2024

  I received confirmation from ****** and Associated on 3/7 that the balances have been removed from their system on all 3 accounts in question and *******, ****** and *********; will not receive any further communications from them or us on an attempt to collect any funds.  

  Customer Answer

  Date: 03/07/2024

   
  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. However this does not resolve my previous complaint regarding the fraudulent charges debited to my bank account. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/20/2024

  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.

  Emerald City continued to send me misleading information regarding cancellation. Even when I provided all correct documents. The original contract terms were misleading and the sales person did not correctly or solely explain all terms of service as required. I was overcharged 2 months of agreement related to there error.

  

  Business Response

  Date: 02/20/2024

  ****** submitted a cancellation request on 1/14/2024. We called her on 1/16/2024 and left a message to inquire about the comments she had left on the cancellation form and to review the cancellation options with her. We exchanged a few phone messages and then sent an email with her options to cancel. She had signed a 12-month contract, in order to cancel, we explained that we needed to receive proof of relocation. She sent the first image on 1/24 and had redacted the date. We requested that she sent an image with the date as we needed a current document with the relocated address. She did not respond to that email until 2/19 when she inquired why her membership was still active. When we did receive a copy of a current document, as a courtesy I waived the 30-day notification policy, which would have charged her for another months' worth of dues, which is a standard policy that we follow. I am unclear as to what her complaint is surrounding and what she is referring to when she states that she was overcharged for 2 months of agreement relating to an error, as we don't have anything that she was charged for. If I am provided additional information on what the 2 months of agreement that she is concerned about I research and respond but given the fact that we even waived a months' worth of dues that she owed due to the date in which the initial cancel request was received, the member is not overcharged.

• Initial Complaint

  Date:02/19/2024

  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 was induced to sign it through willfully false or misleading information, representation, or advertising by the gym. During their November 2023 $39/month promotion, I was told I would pay $39 plus first and last month's fees. It would be around $80 + $39 for that month. When the initial total came out to be $141, ******, the manager laughed and acted shocked and explained sales taxes. Since he was so aggressively friendly, and seemed to really care about my progress (i.e. giving me a speech for being a 22% bodyfat percentage when using their body scan machine), I accepted and paid. The first month, I noticed being billed $80, but thought it was the first and last month's fees. I work full time as an engineer, run a non profit road/beach cleaning group, and train to be professional figure skater - I did not notice the amount for a few months. When I did, I reached out to the administration at Wallingford. They said "the cost to break the contract you are in and open the membership up to downgrade $159.00. Unfortunately, we do not honor previous backdated pricing. The cost to change to a monthly access membership will be $74 a month. If you wish to lock back into a new 12 month contract that will be $54 a month." So I was hassled through aggressive sales tactics to sign paperwork that was purposefully misleading, and was not given the $39/mo promotion I signed up for, paid over twice the amount for 5 months before being told that it would cost $159 to break the contract before 12 months, and the lowest monthly fee would be $54/mo. The only difference between being billed the full $80 and $39 was the "use of the hydro bed", which is only ****************************************************** line to ask to use. The hydro bed is also seemingly illegal sales tactic : marketed as part of "the monthly fee", not a choice that would lead you to sign up for a completely separate and more expensive membership.

  

  Business Response

  Date: 02/20/2024

  At ECA we have 3 different membership types, an Access which is just that- basic access to the gym, an amenities membership, which is access to the gym plus amenities such at the water beds that ***** has been using, "reprograms" with a fitness trainer to get workouts set up, a nutrition planning, monthly seminars on a variety of topics, multiple club access, monthly body scans, and access to our community events. Our final tier is our champions membership with has all this plus a physical class offered in as many times as the member wishes to participate. *****, on her own accord, chose the amenities membership, signed the agreement, which we have attached and has used many of the included services of the membership that she joined. We offer 2 types of pricing options, a 12-month commitment, and a month-to-month option (which is $20 higher due to the convenience of being able to make changes at anytime, with a 30-day notice) to which ***** chose the 12-month commitment, with the $20 lower monthly payment. 

  The membership that she chose carries a financial obligation to fulfill the terms of the contract that she signed- the contract, like all contracts, are not subject to change until they have been satisfied. The balance of ****** contract has yet to be fulfilled. When she reached out to downgrade, we provided her with the information, per the terms that she agreed to. The exception for those who wish to break their terms, is to downgrade the current membership into a month to month, paying a $59 fee to open the membership for change, and then paying the different monthly as if they had originally signed on a month-to-month contract. in ****** case, she has paid 5 total months of dues- totaling $100 ($20x5) +$59 downgrade fee.  This is considerably less than buying out the balance of her contract (her balance is $705.60), which is what is actually stated in the terms of the contract if a members wishes to break the contract early. It is not a standard practice to have a business allow a member to break a financial contract with no financial obligation, and then to rejoin on a plan they wished they had joined on when they initially started. Our policy is to offer current pricing to members who are downgrading, not offer fee free downgrade options to members who are in contracts and allow them to sign up on contract pricing that was offered at the time they initially joined, the pricing offered, is the same pricing offered to everyone. 

  ***** has met with a fitness professional for 3 check-ins since she joined ECA in November. When she signed up, she wanted to join with no joining fee, she wanted to have monthly check-ins to be more accountable and to track progress, which is why she signed up on the amenities membership, as that is not offered with the access membership, and she has stayed true to that want, as she has utilized the check-ins. After her last check in she was not happy with results, so we pitched ARP again after she had a free 60-minute workout after her roommate, who purchased personal training from us.

   

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service 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 August of 2021, I prepaid for a membership at ************* Athletics. This was done under pressure from a salesman named ***** who did explain the contract requirements. Over time, I was not able to use the gym at the level that I intended and provided a doctor's note. ************* Athletics downgraded my membership and declined to pay back the difference. They then extended the membership through June of ****. I notified the gym that I needed to move to another state to care for my mother and they declined reimbursing the final six months. The circumstances as I see them are (1) I was pressured into paying the contract in advance (2) I am not able to enjoy the product for which I purchased and (3) the gym has refused my request for repayment.

  Customer Answer

  Date: 01/12/2024

  Thank you so much for responding to this concern. I was not able to get the online system to accept the requested documents and so I am attaching them here. 
  
  Please see the attached membership agreement signed on 8/10/22. At that time, I prepaid for the membership in the amount of $1,639. Also attached is the email exchange dated 2/28/23 and 3/1/23, downgrading my membership (due to health reasons with a doctor's note) and extending it through 6/10/24.
  
  I believe that the membership contract supports reimbursing the remaining pre-paid dues (January through June ****) under *****'s Right to Cancel under "Change of Residence" and "Refund Rights". This is also supported under RCW.142.050.
  
  Note that the state also protects against misrepresentation with RCW.142.020. This was violated by their salesman, *****, who misrepresented the accessibility of the classes (I shared my health issues with him) as well as the results (none were achieved).
  
  Please note that I am also sending the email exchange where I request cancellation and reimbursement due to change of residence and the response from the health club. A representative also called me and indicated that since I had pre-paid the membership dues I was not eligible for a refund. As stated above I do not believe that this is in line with the membership agreement nor the state protections.
  
  Thanks again for all of your assistance with this matter. Enjoy your weekend!
  
  *************************************
  

  
  

  

  Business Response

  Date: 01/17/2024

  ******** willingly signed and paid in full for a Champions membership at ECA. Upon receipt of acknowledgement that she may have an injury preventing her from utilizing the membership fully, we made an exception to our policy and changed the agreement, which is non-refundable and non-transferable as stated as such, to allow her to be in a lower tier membership, extending the length of the term for the months that would absorb the membership level for what she paid at the Champions level, which was an 8 month extension. The contract now expires 6/10/2024 and we are under no obligation, per the terms of the Paid in Full agreement that she signed up under to refund any part of the membership for insufficient use or moving, as is clearly stated in the contract. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21121581
  
  I am rejecting this response because the clubs own membership agreement provides clear provisions for refunding prepaid membership dues under the Buyers Right to Cancel section.

  Canceling after 12 months of membership due to moving more than ****************************************************** this section as a Valid Cancellation that entitles the affected member to a full refund of any remaining prepaid monthly dues.

  These rights are also covered under state law RCW 19.142.050 as noted in the agreement.

  I am perplexed as to why the club is stating that the agreement indicates that the prepaid dues are nonrefundable. That is simply not the case. As I read the agreement the only reference to something as nonrefundable is the initiation fee, which does not apply since it was waived.

  My understanding from the agreement and state law RCW 19.142.050 is that I am *********** be refunded the prepaid monthly dues from the date of cancellation on 1/5/24 through the end date of of the agreement on 6/19/24.

  I invite Emerald City Athletics to review the membership agreement and state law in question. My expectation is that they will then comply with their own agreements directive to refund the prepaid dues in question.
  

  Thank you to the Better Business Bureau for their assistance in resolving this complaint.

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

  

  Business Response

  Date: 01/26/2024

  ********,

  Per the contract terms, we have not received any proof of your relocation. Please send over your proof of permeant residence relocation and I will process the refund to you. This can be a mortgage statement with the new address, lease agreement, or utility bill, with any sensitive information redacted. I need to see your name and associated address. You may respond here or email it to ****************************************.

  Thank you,

  ******

  Customer Answer

  Date: 02/05/2024

  Thank you. I am in communication with Emerald City Athletics and hope that they resolve this issue soon.

• Initial Complaint

  Date:10/26/2023

  Type:Sales and Advertising 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.

  Your website says you offer memberships for "Less than $1 a day". This is not true. Your current lowest membership price is $587 all said and done, annually. I would like to buy an annual "Access" level membership for $365 or less ( or equivalent monthly rate) as advertised. Please advise. Or is this fraudulent information?Your lowest tier membership is currently the same price as the next level up when all fees etc have been paid. I am physically not able to use all of the features of that tier. Why am I subject to an added cost at the lowest tier when I get nothing in return for it? Seems like people with physical ailments are getting preyed on with your pricing.

  

  Business Response

  Date: 11/07/2023

  ****,

  Thank you for the opportunity to address this concern with you. We acknowledge your complaint, and have removed the less $1 a day from our advertising. The advertisement was referencing the monthly dues amount of $29 a month, not an amount that included any additional fees. Please know it is never our intention to provide fraudulent information. As such, we have revised the website to reflect a more clear message. Thank you. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20788319
  
  I am rejecting this response because: You made a false claim and falsely advertised your prices. Not including all of the mandatory fees in your advertisement is quite literally false advertising. Just because you have now removed it doesn't make your business practices legit. The tiers of prices being offered is still predatory to those who do not have the physical option of using them and your response only addressed one single aspect of the original complaint.

  Your business has no contact info at all. In a business so reliant on customer service why do you force customers to use this platform to reach anyone at your business? The local gym's have no power in these matters and communicated that it is decisions coming from the top so there was nothing they could do. Please see the original complaint. I would appreciate if you addressed more than just one point that was brought up.

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

• Initial Complaint

  Date:09/25/2023

  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.

  Bad information and customer service. Just called in to check when my contract is up cause it been a couple of months since I last talked with them and the person that looked up the contract said i was month to month :/ Like really? After them saying I was on a 12 month contract when I was trying to cancel couple months ago to now saying this. I mean come on! I'm sure maybe the front desk worker may have read it wrong but I asked again 3 times and she said from what she see its a month to month. Now I'm starting to think the owner is lying to me when I spoke with her months ago saying I was on a contract when I was thinking I was month to month. Very Shady. I asked the girl on the phone today to please email me that contract she reading that says I'm month to month. Then she says its best you talk with the manager and then I insisted to please email me that information contract she's currently reading. I wonder if she will send that exact contract or will they tamper with the original who knows. At this point I've lost full trust in confidence with this business. I just want out! Money hungry business. Tried to cancel in April said I was on a 12 month contract that I was unware of. Paid so far 5 payment for ***** dollars for ****** dollars. I could have canceled back in April if what the lady I spoke to on the phone said I was month to month. Shady

  

  Business Response

  Date: 10/05/2023

  Dear ****, 
  
  I hope this message finds you well. I understand your concerns about the information provided regarding your membership contract, and I would like to clarify the situation.
  
  Upon reviewing our records, I can confirm that you were indeed enrolled in a 12-month commitment starting on November 7, 2022, and scheduled to conclude on November 7, 2023. Your contractual payments have been fulfilled as of September 7, 2023, and your membership has been terminated, as per your request.
  
  I apologize for any confusion or frustration you may have experienced during your recent phone conversation. It appears that there was a misunderstanding or miscommunication on our end, which led to the incorrect information being conveyed. I assure you that this was not our intention, and we deeply regret any inconvenience this may have caused.
  
  I have emailed you a copy of your original membership contract confirming the 12-month commitment and termination date of the agreement. We are committed to transparency and want to ensure that you have all the necessary documentation.
  
  Our goal is to provide excellent customer service, and I apologize for any lapse in our communication. If you have any further questions or concerns, please feel free to reach out to our admin team at ***********. We are here to assist you in any way possible to regain your trust and confidence in our business.
  
  Once again, I apologize for any inconvenience you've experienced, and I appreciate your patience and understanding as we work to resolve this matter.
  
  Thank you for being a part of our community, and we wish you all the best in your future endeavors.
  
  Respectfully, 
  **********;