Complaints

• Initial Complaint

  24/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  User I want to dispute the collection account that was added to my credit report, eventhough it is the gyms fault that they sent me an email that says the last payment was processed, apparently the payment didn't go through for some reason, I was not aware of this.I have originally arranged my payments to cancel the membership, which I have emails of the cancellation request and processes.After the call with the agent to clear my final payment of $30, which i got a confirmation that it has been processed. I still kept getting the same voicemails and message saying - Golds gym gym membership interruption.As this is the same calls and texts I have been getting even before the cancellation request, i thought this was a glitch, till about a month and half ago, i got an email saying that I owe around $500 to the gym and they are sending it to collections. I had then contacted the gym and told them it was a mistake from the *** payment solution and I am also willing to make the payment of the original $30 as that was original requested amount, I had two people talking about this. they are all giving me unreasonable explanation and blamed it on ***, anyways, I have gone out of country, and they had send my account to ************* of Canada Collections(CBCC). due to the failure of the system set in place by Golds gym and *** payment systems, It destroyed y excellent credit score to bad. I need to get this sorted as me and my wife just had our first child and this is just destroying my family.I also have multiple people I know that had to deal with the same issue with these gyms, they s******* people over with their systems and contracts with hidden points to make it extremely hard for someone to cancel the membership

  Business response

  25/04/2024

  Good day team, 

   

  With regards to these complaints, here are a few things to consider. 

  Member paid ****** on 09/21/24 leaving a balance of $30.45 which was due on 10/09/23 when the time came to draft the funds were never cleared by his bank and an account still has outstanding. As per policy account with outstanding can not cancel until all related fees are received, and account remains open, with attempt to draft and calls were made to the number on file with no successful result and the system has a time stamp each time activity is done on the account. See details below.

  Proof of call and attempt made to advise member he had dues pending as well. 

  Member did not ensure the balance cleared nor did he reach out to *** which is our billing team to confirm or to ask for updates. He did call to request cancellation, amount related to the request were confirmed and clarification was given to him as you can see pending dues prevented account from completion of cancellation and since it was still active, billing did not stop. If the member cleared last owing, the account would have been processed and closed. 

  We hope the details shared are sufficient for this complaint as the club and the billing company provided and completed what was needed however unfortunately on the member's side payment became an issue which prevented the account from being completed. Again to reiterate, the account did not close as members had dues owing to the club and as result, billing continued and when payment was not received after 120 days of attempting to resolve it was handed over to collections.

   

  Kind regards,

*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. ↩