Complaints

• Initial Complaint

  20/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I initially signed up with anytime fitness with being told in person should I choose to cancel due to relocation there would be no fee however they have now accumulated over 300$ within the past 2 months from taking out transactions from my account which i cancelled 4 months prior when I initially moved away from *******. I am told over and over when I call (I get charged by my phone company to call and recieve from their international number) that I am required to fill out a new form to cancel and when I provide proof I am told it is not sufficient, after having a call from the ******* branch where I was left a message to attempt to resolve the fees accumulated by anytime fitness that I called and complained about I was then told by another representative it would cost me even more now to cancel my account and in order to stop the payments I must pay another $129.00 and pay for another 2 weeks as I have ******* attempted and showed multiple mediums of proof to cancel my membership with the gym.

  Business response

  20/02/2024

  We did not receive any cancellation form from the members' side until February 4, 2024. If the member has any confirmation or record of a previous cancellation attempt, they can submit it to us for review. We have processed the cancellation at the time of submission. The account is under pending cancellation status and the remaining balance for the 30 day notice and relocation fee is ****** required to complete the cancellation under the terms and conditions mentioned in the agreement. Payment can be made following our online payment link here: ********************************************************;

  Customer response

  21/02/2024

   
  Complaint: 21316365
  
  I am rejecting this response because: I have multiple phone calls that I have made prior to February 4th where I was continually denied my resignation from anytime fitness as I was having difficulty having proof of new residency due to moving back in with my parents. I had sent a void cheque prior where I was led to believe it would be proper information to cancel the account however it is now just becoming a phone tag game where I keep having to pay more everytime I try to call to cancel it as when they attempted to remove the money for the last few months that i have been fighting the cancellation and my bank was told not to accept withdrawals from anytime which resulted in almost 300$ of additional nfts which are still continuously coming. I am extremely frustrated as I am receiving international call surcharges for phoning the anytime fitness number back and have stopped picking up the phone as I have asked them continuously to cancel my account. I do believe all phone calls are recorded so is it possible to recieve the call recordings from my multiple attempts prior?  I do also have email evidence that proves I have been attempting to make this change for quite a while since I initially moved away from any anytime fitness location living in millet as opposed to ******* for now the last 3 months since December 13th I officially moved and since there is no anytime fitness I have been trying to cancel it since then as I am not able to use it however everytime I cancel there is some other excuse for why I can't cancel wether it is insufficient proof, and now paying a ridiculous amount for a membership I loved but after this experience I will probably never go back to an anytime fitness
  

  Customer response

  21/02/2024

  This is the only email I still have from one of my prior attempts for membership cancellation back at the beginning of January. As you can see it was long before February 4th I attempted to close my account. 

  Business response

  22/02/2024

  As per the screenshot shared by the member we have promptly provided the steps to take in order to cancel the membership on January 13. We did not receive the cancellation form from the member until February 4th at which point we processed the cancellation as per the member request.

  Customer response

  22/02/2024

   
  Complaint: 21316365
  
  I am rejecting this response because I did provide evidence of proof prior to February 4th however was repeatedly told I would only be able to cancel once my ID had transfered over or if there were bills for proof of residency which I did not have. I submitted my new routing letter from my po box and an updated void cheque with multiple calls and enquiries sitting on hold in order to find out what would be sufficient proof. I then finally recieved my new ID in the mail a month later and was then told I still now owe for another month because I did not provide the proof at a sufficient date earlier on. 
  Sincerely,
  
  *****************

  Business response

  28/03/2024

  The discussion appears to be repeating itself. As reiterated in the previous response, we kindly request any evidence or documentation supporting your claim dated prior to February 4th. According to our records, no such submissions have been received before this date. Our actions align strictly with our existing cancellation policies.

  Customer response

  02/04/2024

  As of March 9th posted March 11th on my credit card I paid the 129 that was owed to close my account.  It shows on my credit card statement to confirm. I still continue to recieve notice of funds owing and am now told from anytime fitness I am to pay an additional hundred dollars when the payment was processed for cancellation on my credit card for *********** a month ago. I will post the statement showing my payment that was made over a month ago and kindly ask that should there be any new and additional fees as I had been sent yesterday please break down why I now owe ****** after paying for my cancellation last month. Thank you kindly and I hope this can come to a resolution because just as you reiterated it seems to be a situation repeating itself. I provided proof of moving as requested I made the final payment I don't understand why I am continuously called and emailed about now owing more money. 

  Customer response

  02/04/2024

  Proof of payment as of March 11th on my credit card statement and the email recieved yesterday of new outstanding fees with no explanation. 

  Business response

  03/04/2024

  We acknowledge the payment received on March 11. Your account has been successfully cancelled, and no further payments are required.

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