Complaints

This profile includes complaints for Elite Performance LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Performance LLC

  103 93rd Ave SE Yelm, WA 98597

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  Elite Performance LLC

  16910 State Route 507 SE Yelm, WA 98597-9609

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:04/29/2023

  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.

  Gym never properly staffed with management to process account issues, overcharges, and refunds. *** left multiple notes with front desk receptionists. ************** has seen the notes left on my account for two weeks and she never had any decency to contact a paying customer considering ive been accidentally billed for $70, and my account wasnt froze when I asked her to freeze. Hoping she can get some dignity to call her customer back and finally offer some good customer service. First Transaction occurred: $20 on April 19 at 4:25pm Second transaction occurred: $66.87 on April 19 at 4:26pm Third transaction occurred: $70.84 on April 23 at 9:48am I did three in person visits on 04/21, 04/25, and 04/29. Every single time I was told that their owner would be there to process my refund or help me resolve my issue.

  Business Response

  Date: 05/11/2023

  This members account was not accidentally billed. The former freeze period this member had previously put on their account had expired, per our emailed communication. When the member called to reinstate/extend their freeze, it was three days past the scheduled bill date, per their contractual agreement and their bill date (which has been the same for the two years this member has been with **). 
  When this member was told that the freeze was too late to stop the bill from going through, as it was request after the member was already billed, the member then asked if he could rescind his freeze and just utilize the gym and have access. As he was billed then requested a freeze, this would have resulted in a pre-paid, or credited, month of access when this new freeze request expired. However, there was some mis-understanding between him and staff and it did take some time for the new freeze to be removed from his account. For this error, we did offer the member a free month (even though the overlap of non-use was for less than two weeks before we could reinstate the account). Management was in the process of trying to contact the member and handle the account when the ******************** complaint came through.
  The member has since been credited the full month for the two weeks missed. Via phone, this member offered to rescind his BBB complaint and thanked ** for the credit and was seemingly very appreciative.
  Management is available daily during weekdays at the gym, however the times this member chose to come in were outside of their desk hours and he never set an appointment. This member specifically was asking for contact or came in outside of managements usual scheduled hours, which requires an appointment to be scheduled that works for both parties. No appointment was made. 
  ************** in particular was never made aware of the notes on the account, as this member did not contact her directly or ask for her to look at the account. The manager was in the process of researching and handling the account.