Complaints

This profile includes complaints for Princeton Club West, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Princeton Club West, Inc. has 10 locations, listed below.

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  Princeton Club West, Inc.

  8080 Watts Rd Madison, WI 53719-3811

• 

  Princeton Club West, Inc.

  625 N Segoe Rd Madison, WI 53705-3194

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  Princeton Club West, Inc.

  2510 Allen Blvd Middleton, WI 53562-2212

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  Princeton Club West, Inc.

  2920 Hardrock Rd Madison, WI 53719

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  Princeton Club West, Inc.

  14999 W Beloit Rd New Berlin, WI 53151-7438

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:09/06/2024

  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.

  This morning, I went to their website to sign up for a 2-year membership. The advertised price was $58 per month for an individual membership for 2 years. When I went to pay, the charge was $60. When I contacted them, they said the price went up on September 1 and would not honor the advertised price on the website. I have a screen shot of the advertised price from just now. I can easily show the amount billed from my checking account.

  Business Response

  Date: 09/09/2024

  Although we had a rate increase that was updated in our computers, there were graphics that didn't get updated.  We have found those and updated them.  We also contacted the member and honored the rate that was posted prior to the rate increase.  Thank you for bringing this to our attention.  

• Initial Complaint

  Date:12/20/2022

  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.

  On 12/19/2022 around 4:00PM to 5PM I visited the Princeton Club - East. It is called Princeton Club - East because it is located on the east part of *******, **. Prior to visiting the club, I had an appointment with ******** at the Princeton Club - West. I canceled the appointment because it was not a convenient location. When I entered the Princeton Club - East I was greeted by a very large older white male with a wart and stubby nose. He told me to put my information on the ******* tablet and my profile would appear. It didnt. I went so far as putting my date of birth. There was not a profile that appeared. I already had a profile in the system and on their app. It didnt make sense to re-enter information. I was contacted by ******** to tour their west location. I really felt the employee was having me create a duplicate profile. I felt very uncomfortable. The tablet app did not have the gym logo or look similar to the mobile app. The male employee insisted on completing the unnamed blank app on the tablet in order to be admitted. I refused again. He told me he would call the police in three minutes if I didnt leave. I left. Then, I called the *************************. Female ******* Police Officer ******* listened to my concerns at the attempted identity theft. I was given case number 22-514017. I am concerned about identity theft, and what the male employee did was attempt to duplicate my profile without looking me up. I do not appreciate shady practices at gyms. I thought Princeton Club - East was reputable. I was wrong. I want my information deleted from their system. I also want a written apology for the way I was treated. I was embarrassed by the male employee as he acted offended for protecting my information. He refused to provide his name. That is not good business. I have worked in a fitness gym. You dont treat new guests like that.

  Business Response

  Date: 12/21/2022

  **** came into the club at 5 PM and she refused to sign in on our guest registry

  we have our guest sign in on her iPad registry to be sure they have not been in the club before on a free visit, but also to know who is in the building

  **** was a bit paranoid in that when she entered her phone number she got very upset and asked that I turn off the computer and turn it back on

  We also ask that in order to be a guest  that a person presents local identification,  she only had an out-of-state drivers license
  I simply asked **** to step away from the desk until she was willing to sign in on the Guest registry and present local identification.

  Shethen left the building in a police officer showed up 20 minutes later.    The officer indicated that they had prior run-ins with ****.  Or at least were aware of her odd behavior possibly some emotional problems   
  

  I did notice she is temporarily staying at the Salvation Army 

   

  Oh and no warts .??

   

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

   

   

   

   

   

   

   

  Customer Answer

  Date: 12/21/2022

  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.
  
  I already had a profile with the Princeton Club.  Princeton West employee ******** contacted me about the guest membership.  I downloaded the Princeton Club app.  ******** had all my information available. I chose not go to the Princeton Club West location.  Instead, I went to the Princeton Club East location.  The Princeton Club East location was closer to where I am temporarily.  The Princeton Club East employee that was at the desk insisted on using a tablet without any identifying club logo.  He said to enter my information and my profile would appear.  After entering my date of birth, there was no profile that came up.  The male employee refused to look me up in the computer as ******** had from the ************* West location.  Therefore, I felt I was being scammed.  The male employee told me he would call the police because I refused to complete the profile using the unmarked app on the tablet.  I called the ************** and spoke with Officer ********************* She gave me an incident number.

  I do not appreciate in this forum how the Princeton Club East employee chose to provide inaccurate information regarding the events and my reputation.  I feel he has harmed my reputation as a good and upstanding citizen.  I expect an apology for his comments.

  
  Regards,
  
  *************************

  Business Response

  Date: 12/27/2022

  I am sorry. I take full responsibility please accept my apology. 

• Initial Complaint

  Date:12/08/2022

  Type:Product 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.

  Hello,I pd for a yr membership upfront at The Princeton Club West on 10/5/22 in the *** of $729. I went maybe 3 times over the next couple wks. I was in an abusive relationship at the time and decided that it was time I get out. Over the next couple of weeks, I tried to contact *********************, ******** to cxl my membership via phone. I left messages and never received a phone call or a response. I contacted ********************* via email on 11/9/22. I let him know that I was going to be moving out of the area and that I needed to cxl my membership. I told him that I pd for the entire year upfront and that I was ok with accepting a prorated refund. He replied on 11/9 that I needed to provide proof of move in the form of a utility bill. I replied back that same day that I wasn't sure of the exact date of move but that I no longer needed the club membership and wouldn't be using it. I also told him that I was going to be staying with my sister in ************. He replied back on 11/9 that he could add a placeholder of the date I move but that he needed proof of move in order to cxl. On 11/15 I sent ***** another email asking for alternative ways that I could prove the move out of the area. I also told him that I wouldn't be signing a lease in a new area. I told him that I would likely be staying with my parents for a bit (outside of ******* **) and then staying with my sister in ************. On 11/16, ***** replied back that I could provide a state issued ID issued recently as proof. On 11/18, I sent *********************, President of The Princeton Club, all of ***** and my correspondence. I let him know that my ************* were leaving an abusive relationship and that I wouldn't be able to provide any proof of move for the cxl. I let him know I was desperate for a refund because I needed the money. I did not receive a response. I sent the same email with explanation to ***** on 11/28 with no response. I resent today. I'm seeking a refund. I used the club 3 times and spent $729.

  Business Response

  Date: 12/19/2022

  We have spoken with the member.  She will qualify for a cancellation based on move.  She is sending the proof of move and we will immediatley process the remaining refund.  Thank you.

  Customer Answer

  Date: 12/19/2022

  [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,
  
  ***************************
  

• Initial Complaint

  Date:10/27/2022

  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 am denied of my refund for unused training sessions when my personal trainer quit her job and can no longer fulfill her service. On August 10, 2022, I hired personal trainer *********************** and purchased a $3,000 training package. On October 18, ***** informed me she quit her job at Princeton Club and can no longer offer her service to me. She instructed me to contact *********************** for a refund. On October 21, I emailed ***** to request a refund. On October 25, ***** responded and denied the refund. ***** said they don't issue refund and instructed me to sign on with a different trainer and finish the rest of prepaid sessions. I emailed ***** stating it's not my fault his employee quit her job. *****, his employee, is the one breaking the contract because she quit her job. ***** quit her job, she is no longer here and her service is no longer available. ***** is forcing me a service with a different person not at my choice- that is not *****, not her service, and not the same service I signed up for. Not only did ***** promise me that she, not anyone else, will fulfill her service for this entire package and help me achieve my goals, she also gave me 5 training sessions for free to motivate me to sign the contract with HER that day. Her verbal promise is the only reason I signed this contract. I would never ever have signed this contract without her promise. The contract has her name on the Trainer Name line which she also signed. If that contradicts with the intent of this contract, then I signed a contract with misrepresentation and false statements by ******* employee, and by default the contract is void and the other party, me, can seek damages. I didn't even complain about how disruptive and the time this has cost me. I have been a member at this facility for 17 years, 4 years of which with Princeton and never filed a complaint. Full email is attached below. ***** also has my remaining session numbers wrong, see email. I have not heard from ***** since.

  Business Response

  Date: 11/02/2022

  We apologize for the disruption in your service. We have a team of Certified Professional Personal Trainers that are ready to help you reach your goals.  Our Personal Training agreements are clearly written to allow Princeton Club to assign a different Personal Trainer in the event of a change of employment or schedules.  The signed agreement states that This contract for Personal Training is with Princeton Club, not exclusive to any individual staff member. Another Personal Trainer may be assigned as determined by Princeton Club. 
  

  We have stopped all billing for the unpaid portion of the Personal Training package purchased, and are ready to provide service for the sessions already paid for. We are prepared to accommodate to your schedule and deliver a quality Personal Training experience.
  

  Respectfully,

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

  General Manager - Princeton Club *********