Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel a membership that was a 12-month contract that ended October 2024. BSF has continually ignored my requests and charged daily/weekly dues. BSF has many complaints from customers for the same issue. My father bought the membership for me and himself, and canceled our membership renewal on or about November 1, 2024, (when the membership expired October 24, 2024). BSF is harassing me about paying for a membership that has not been used and/or renewed. I no longer live in California, moved out of state on November 1, 2024. I am requesting that BSF cancel my membership proactive to November 1, 2024 and cease communication for all collections. They were paid in full for a 12-month membership.

  Business response

  01/09/2025

  Please find attached a copy of the signed agreement for the member stating their dues, the cancellation policy, and the cancellation terms. Once the client completes this process if any dues were erroneously charged they will be refunded, however as of now, there is a past due on the account.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October of 2022 I purchased two yearly memberships with BSF for my son and myself. These memberships were for 12 months paid in full. In or about October 2023 I purchase a second year for both my son and myself paid for 12 months in advance in one lump sum. The memberships were up for renewal in October of 2024. In October of 2024 I suffered an injury that required surgery. At this time I informed Josh that we would not renew our memberships at the gym. In April 2024 I started receiving multiple charges from BSF/ABC Fitness on a credit card they had on file. At that time I spoke to Josh at BSF directly to credit back these charges as they were fraudulent. After months of contacting Josh to reverse the charges some of the charges were reversed. I was forced to contact the credit card company to ask for help in reversing the remaining charges. At this time I closed that card and had a new number issued which was never given to BSF Fitness. In December of 2024 I started receiving charges again on my new card. I contacted BSF/ABC directly again but no resolution was given. ABC Fitness, the billing company stated that our membership was automatically renewed with weekly fees. After many emails and/or text messages to BSF requesting cancellation that went unanswered I contacted ABC directly. They informed me that my account under Jeff went to collections and that my son's account is still active receiving weekly charges. I have spoken directly to Mark at the front desk to only be informed that there is nothing he can do. I have left several messages for Josh to only have them unanswered. I am requesting that my memberships be closed retroactively back to October of 2024 and that all charges and collections be reversed.

  Business response

  01/09/2025

  This complaint is incorrect and unfortunate. We have strict policies about cancelling a membership as outlined in the agreement Mr. W****** signed that we attached to this response. Additionally, any charges that were erroneously charged were refunded immediately. Once the member appropriately cancels their membership agreement via the outline procedure in their signed agreement, in addition to handling any dues owed to the Third Party Collection Agency their account was referred after numerous attempts by the billing agency to rectify their account, then their account can be cancelled with a zero balance. Currently, no dues are being billed to any active credit card.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner sold me a personalized program to prep for a bodybuilding competition. In the sales process, he gave me several guarantees that were never delivered to me as the client. daily check ins, supplement recommendations, VIP community, posing coaching, meal plans, face to face time with the coach, etc. He also gave me a money-back satisfaction guarantee. “Stop whenever I want to and get my money back” is what he said. Once I had signed up, my assigned coach was his wife, who communicated with me through an app. She was supposed to do posing coaching for me as well, which was a big reason I signed up with them. That service was never delivered and I had to consistently request more information. My trainer never attempted to call or meet me. She also cut my calories by 900 at the very beginning, which is unsafe to do. Furthermore, when I told her my back was aggravated form all the training, she kept ignoring my comments and didn’t take a potential injury seriously. I am new to the sport of bodybuilding, but I am a fitness and nutrition coach, and manage gyms. I am very familiar with the fitness industry and what’s safe/ unsafe to do. I felt not taken care of and was not happy with her coaching. It didn’t match what was promised at the beginning. I asked to cancel. He was respectful, but then I got a call from Lindsey, who was very disrespectful, unapologetic, and accusatory towards me. She made me feel like I was in the wrong and unreasonable. Then I asked to get a refund, like I was promised when I signed up, but wouldn’t hear back from them for a week. Then they said I would only get a partial refund of $2400 and kept delaying my cancellation even though I had already stopped being trained by them 3 weeks prior. I also met another woman who had a similarly unpleasant and unprofessional experiences with them and had to switch coaches. Their verbal agreement to me was broken, the coaching was negligent, and I was harassed during cancellation.

  Business response

  04/15/2024

  This client was called multiple times, never stated she felt anything was unsafe but instead happy with her progress until the final week when scheduling an in-person appointment when she failed to respond and instead cancelled.
  
  Per the terms of her agreement, the balance of her agreement was refunded and the 30-day cancellation period was WAIVED as a COURTSEY on behalf of her coach to help aid in the transition off the team.
  
  Her complaint is beyond ridiculous but defamatory and if continued to be pursued, legal action will be taken beginning with a cease and desist.

  Customer response

  04/20/2024

  Hi, I did not get the hoped for resolution to the issue, but I also do not feel comfortable moving forward with my complaint, since the owner has threatened to pursue legal action against me. All I did was express my experience in hopes of a full refund as they originally promised and to also bring it to your attention and spread awareness about the fact that this business is not treating their clients well and fairly. What the owner says in her response is not fully truthful because I did express concern and kept asking for more information several times. At a certain point I felt like it wasn’t working and that she wasn’t taking the time to take care of me. I did research and talked to other coaches and decided that she was not a good fit. There were several red flags about how she went about coaching me and I felt unsafe to continue under her.  It is evident in her response that she isn’t taking ownership over any of her actions towards me and is deeming me unreasonable. I’ve included a few screenshots of me expressing my concerns to her without getting much of a response. 

*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. ↩