Complaints

• Initial Complaint

  18/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  * I called the Site2Gym customer service (Anytime Fitness) on December 19, 2022, and requested to have a freeze put on my monthly membership. * I received a confirmation from customer service that a freeze on my membership has been put in effect from January 11, 2023 - April 4, 2023 * On January 17, 2023, I called customer service and informed them that I would like to cancel my membership as my new workplace has a gym onsite and there was no point in paying for a monthly membership at Anytime Fitness. Customer service informed me that in order to cancel my membership I had to submit my request via their website Site2Gym. * As requested, I canceled my membership by logging into the Site2Gym website * Customer service called me twice on January 17, 2023, and again on January 18, 2023, asking why I want to cancel my membership. On both occasions I gave them the same reason, my workplace has a gym onsite and I no longer need my membership at Anytime Fitness. On both calls, they asked me if I'd like to put a freeze on my membership. Again, I had to explain to them I no longer need a membership as my workplace has a gym. * Not only are these calls from customer service a waste of my time they are now harassing me to keep my membership on top of that they tell me that I have a final payment coming out on February 2023. This is unacceptable! * I called and placed and freeze on my membership, they call repeatedly and ask why I am canceling my membership, I give them a valid reason and now they want to charge me for the month when I didn't use their service.

  Business response

  19/01/2023

  From our end, we can see only one phone call conversation was had with this member in regards to the cancellation of the membership. We do initiate one “retention” call to a member after filling the cancellation form to confirm they want the account cancelled and see what the reason is to keep in our records for quality assurance. We deny the harassment claim as when the member missed the retention phone call, the member made an incoming call back to our customer service team to confirm the cancellation. Additionally, in regards to the final payment mentioned by the member, this is for the 30-day notice payment that is mentioned in the signed membership agreement for all members. It is stated to cancel the membership successfully the 30-day notice payment must draft successfully or the account will not be cancelled. This 30-day notice payment is still required if the member is not able to use any club during this time. 

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