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:06/12/2024

  Type:Service or Repair 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 have contacted this facility via email with no response and three times by phone call. The first time I spoke with *** and the other two times I spoke with *****. *** was supposed to get back to me about getting a fee that was assessed, reversed...never heard back. I called again last Thursday to cancel my membership due to Health issues that limit exercise and due to the lack of customer service and communication. ***** said she would speak with *** and I would either have a callback the same day or next. Never did hear back. Now I call again today and once again get *****, had to explain and basically state again what I told her last week which clearly shows she didn't talk to *** like she said she was going to. Today she said *** is in a meeting and she today she will "make it a priority" to get my message to me. It should've been a priority from the start. At this point, I am requesting that all outstanding fees and my membership be canceled as I have attempted to get this done multiple times and even reading the contract I said to ***** that I would even get a note from my doctor if that's what it takes. My 1 year membership is up in September. I'm only asking for 3ish months of grace ***** And when I asked to speak with **** directly regarding this manner, that was pushed back quickly. The owner needs to be aware of how his members are getting treated in his facility. I have always loved Ghost Town but the past month has been one of the worst customer service experiences that I have been apart of unfortunately.

  Customer Answer

  Date: 06/13/2024

  Hello, Complaint ID ******** can be closed, as I FINALLY heard back from the business and they are trying to work with me. Thanks *********************

  
  

• Initial Complaint

  Date:11/21/2023

  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.

  Ghost town stating my 15 year old son signed a one year gym contract. Gym receptionist stating that mother gave legal consent to this one year contract which did not happen. There was a verbal agreement it was month to month charge. Ghost town refusing to cancel membership stating it was a one year contract. 15 year old child attended three times in two weeks never planning to attend for one full year. Unaware of one year contract, previous customers have same complaints if u read the ghost town reviews.

  Business Response

  Date: 12/02/2023

  Hello ~ sorry for the delay as it must have been deleted. Anyway, ****** signed up online by himself and lied about his age as he would need to be 18 and is not. It was very shortly after(an hour?) we/GT, had an inquiry online asking what the charge was for by ******* (Mom).  Very weird as this was Mom asking us in frustration why her son "was charged" and at this point we never met either one of them? The next day I emailed and called ******* back with the information she left online AND forward over the agreement that ****** had signed. I never heard back from her..... I talked to *****, our front desk manager, and said to get a hold of ******* and or ****** and see what they want to do as a minor he can't sign an term/agreement without Mom or parent.  Not sure if it was that day or a few days later ******* must have stopped in and talked to ***** and they decided he wanted to be a member and had Mom's ok?  So the next payment she came in yelling at ***** and rudely made fun of her saying "she must have graduated from ********" and so forth.  At this point ***** told me this and we stopped his membership asap as we don't need that and feel we did everything we could do with what they wanted.  I have yet to meet ******* and feel this was strange and an issue with Mom and Son and we got yelled at for it.  Had ***** in tears as she was disrespected and yelled at.  I called and talked to ****** and told him we cancelled his membership and is welcomed back if he can figure it out with his Mom but not until then.  Please lmk if this seems fair and the best route to go!  Have a great weekend and holiday season!  Clay  

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.   The majority of the response contains incomplete sentences and scattered thoughts but from what I was able to comprehend,  I just wanted my son's membership cancelled due to him being under age and not able to enter contracts.   Thanks.  This could have been handled nicely when I requested this but the receptionist would not honor my request.  Consider team building exercises to build up self esteem  .Thank you
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/08/2023

  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.

  On November 1, 2022, I sent an email to Ghost Town fitness requesting cancellation of my membership. I assumed it was handled as I did not receive an email response nor a phone call. I had to review my bank account info today and I discovered Ghost Town fitness never cancelled my membership and has been charging me $77 a month. They also raised the membership price without notifying me. I want a full refund of all payments to Ghost Town fitness since November 1, 2022. I have the email from my sent folder in my email as evidence.

  Business Response

  Date: 07/31/2023

    I called ******** and she said she will come down and sign.  Did you get our agreement and are we good.  Please lmk

  
  

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Quite honestly, besides saying I would stop in to sign the cancellation, the response I received did not include any resolution. What was **** going to do to handle it besides that? Neither of the documents I received included anything besides that, and honestly, me signing a form was not a resolution.
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair 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 have contact this gym for several months not regarding billing issues. I have been told countless times that i need to sign paperwork in order to no longer get charged. I have voided payments, stopped payments and the following month they charge you again, but double. I have explained many times i no longer live in ** and do not have the ability to come in and sign anything. I moved October of 2021 and as of this month have been charged for 12 months with zero usage. I find it very criminal to not cancel my service 12 months ago and to still argue with them about it. My expectation is to get fully refunded for 12 months but i can assure you that will not happen. If usage can be shown for 12 months i could understand but to blatantly not cancel my service is disgusting.

  Business Response

  Date: 11/04/2022

  I just called and left a message for him to call so we can take care of him.  I remember him calling in and told him to stop in.  It appears he might have as he deactivated ******** from his account?  That is all I see??  Not sure what is all going on but I attached a copy of his past history of payments and it was a struggle?   Either way we of course cancel with the right steps taken and usually way go out of our way to clear any fees if you make an attempt.anyway, just lmk

   

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please cancel my account. ******** has been removed from the account for over a year now. I have called and spoke to a lady multiple times explaining that i no longer live in ********* and do not travel to **. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/07/2022

    I called again and no answer..I will assume he is not answering if he is getting back to guys.. as I mentioned, I use your email and went ahead and stopped asap

  

  Customer Answer

  Date: 11/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************