Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had a month to month membership with Body Xchange. I called my home gym on ******* in May of 2024 to cancel. I spoke with someone at the front desk, gave my personal information, and was told it was cancelled. For the next two months I continued to receive a charges from Body Xchange. I called again and was told I needed to submit a cancellation form via an online portal. So I went and submitted the form in August of 2024. Body Xchange then denied my request to cancel, stating my account was passed due and then continued to charge my account. I put a stop payment on my bank so that I would no longer be charged. The company refuses to ****** my membership and continues to rack up fees that I owe them. I had a monthly membership for 2 years, and have not been given the ease of cancellation required get federal regulation, and am being charged fees for a service I have attempted to cancel for 5 months.

  Business response

  10/18/2024

  We wanted to provide you with the details regarding this member's cancellation request.
  The member submitted a request to cancel their membership on August 7, 2024, citing financial reasons. We responded on August 13, 2024, informing the member that there was an outstanding balance of $69.49.We requested that they bring their account up to date and notify us once the payment was made so that we could proceed with the cancellation. However, we did not receive any further response from the member.

  On August 12, 2024, the member revoked authorization from their bank.
  Currently, the member is only required to pay the past due amount that was due at the time they submitted the cancellation request in the amount of the annual fee of $49.99, along with a late fee of $19.50. 

  We will waive the $19.50 late fee that is due and accept the amount of $49.99 that was due at the time of the cancellation request. This payment can be made, by contacting *****************************************.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refund and cancellation of contract. The sales *** told me to show them the following slide. There is no asterisk or clause about the 30 day money back guarantee. I have a screenshot of their advertisement in their slide they presented and told me to show them in case I was not able to cancel. The contract does not nullify that slide.

  Business response

  09/02/2024

  Below is the response we sent directly to the member. 

  Hello *****, I have requested our member services team to refund your $39 processing fee and cancel your membership. Body Xchange has been in business for over 20 years and we are proud of the transparency in which we do business. I have provided a direct link below to the minimal requirements for our 30 day money back guarantee. This link is directly from our website for the whole world to see. *****************************************. I would also like to mention that Body Xchange has given you several FREE guest passes in the past. The Spirit of our 30-day money back Guarantee is to allow a new guest of BX to experience BX and Fitness and for BX to earn their business, the main requirement is to use the facility 10 times within the first 30 days of the membership, and if a person is not satisfied we will work through their experience and if we are unable to assist - we gladly give them a refund of their money and do our best to set them up for a successful fitness journey regardless of if they stay a member of Body Xchange. It is apparent this was not the case with you and you likely should not have enrolled or waited until you were in a more suitable situation. We wish you the best. If you need further assistance, you can email ****************************.

  Customer response

  09/04/2024

   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.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for a month to month membership in Feb of 2020. I was very clear that I only wanted a month to month membership as I was going to leave the area to pursue grad school and was re-affirmed several times by the manager signing me up. Three months later when I went to cancel my membership I was told I couldn't because I was in a 1-yr contract. After complaining to the staff and getting nowhere I froze my membership for 3 months (from June-Sept 2021) with the intent to pay $100 contract breaking fee after the 3 month freeze. Later in October I seen the account on my statement and after some correspondence again tried to cancel my account in November 2021. This time I received an email confirmation that my account had been successfully closed. However, I have been still being charged for the account and I am fed up with dealing with the incompetence of this business. At the very least, I would like a full refund of the months I was charged after my account was recognized as closed. This is a monthly fee of $26.99 for Dec 2021, Jan, Feb, March, April, May 2022. As well as a $49.00 annual fee charged on 3/7/2022. This amounts to a total of $183.95.

  Business response

  05/03/2022

  After review of Mr. ******* statements, our conclusion is as follows. Mr. ***** did in fact enroll on a 1 year membership term. As Mr. ***** stated - there is a $100 cancellation fee due upon early termination of the membership agreement if more than half of the term is remaining. In addition - if the membership is placed on a freeze this would in fact extend the term of his membership by the same 3 months. In this case, the email received by him from BX Member Services in November of 2021 was to acknowledge his  request to cancel, however he would still have to pay the early cancellation fee of $100 at that time to complete his request to cancel the account. At this time we show no record of Mr. ***** ever paying the cancellation fee of $100. Therefore the account was never cancelled and the billing of the account continued. We will gladly cancel the membership as he requested and deduct the cancellation fee amount of $100 from the balance Mr. ***** paid after the November 2021 communication. The refund amount we will issue to Mr. ***** will be $183.95 - $100 = $83.95 due to Mr. *****. If Mr. ***** is able to provide a payment receipt of the $100 cancellation fee we will refund the entire $183.95. We will mail a check to the address on file once we receive a response from Mr. *****. 

*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. ↩