Complaints

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company Choice Fitness has been charging my credit card on multiple days throughout the month. Spoke to manager *****, who refused to rectify the overcharges. Charges were made on 12/10/23 $*****; 1/8/24 $69.98; 1/15/24 $*****; 1/22/24 *****. Three payments (Total $104.97) were deducted in January for the one payment of $*****. I have only authorized for deduction from account on the 10th of each month. Different credit cards were also used without my permission. Gym is taking advantage of customers and is conducting fraudulent transactions. Manager states that I owed fees for Sept and October, which I had made cash payments in-person for those monthly dues. No statements for alleged missed payments ever sent or provided to me. Why is he charging cards for payments 4-5 months old? Deceptive practices.

  Business response

  01/23/2024

  ************** signed up for an EFT (electronic funds transfer) membership with Choice Fitness, as seen with attached membership agreement. I have also attached a copy of ****************** invoice payment history showing all his late payments paid at the club. I also highlighted in ****************** agreement that there maybe service/late fees attached for payments not made on the date agreed upon during ********-up process, of the 10th of every month. Choice Fitness has waived and refunded multiple late/service fees for **************, but he has far exceeded this courtesy. Choice Fitness feels with our leniency, there are no refunds due to **************. Moving forward, ************** must comply with his agreement to have his membership dues electronically drafted as agreed upon or continue in incur more service/late fees. ************** is more than welcome to cancel this EFT membership if he so chooses to and sign up on an annual payment plan which is not renewed by EFT.   

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business charged my account $89.93 and they refuse to refund. I have no business with this company. I had paid a friends gym dues in person months ago and told them not to put my card on file. I have never had any charge come out of the account from this gym, and all of a sudden there's a $89 charge. If they have business with my friend, that's between them, keep your hands out of my pockets. they had no authorization to charge my account, this is an account that I have not used and now it's negative $89.

  Business response

  12/02/2023

  Owner ******************* spoke with *******, and it is my understanding that the 2 worked things out. To my understanding, ******* was paying for a friend's membership and the annual enhancement fee was drafted but was forgotten about. It is my understanding that this matter has been resolved between ***** and *******

• Initial Complaint

  06/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business refuses to cancel my gym membership. Signed up for a 1 year membership in 2021. Has since expired. Have continuously attempted to cancel this membership for over 6 months. General Manager: *****, refuses to cancel membership after verbal and written request.

  Business response

  06/05/2023

  I have attached a signed copy of the member's agreement which states our cancelation and renewal policy. According to notes under the member's profile, he stated he sent 2 letters to the club, but there were no signed certified receipts, therefore we have no way to prove these letters in fact mailed to and received by the club. Choice Fitness requires certified mail correspondence for this specific reason, to protect the member. The notes also state member verbally agreed to visit the club to sign the cancelation form, which has not been done as of yet. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband signed a year contract with Choice Fitness (never went, his fault), but he changed his credit card because of fraudulent activity. Never told Choice Fitness, they kept calling but only asking for updated credit card information. No email, no letter about balance then dropped in collections. This doesn't seem right. We paid them off, only to get this off his score.

  Business response

  02/04/2023

  Our memberships have an initial 12 monthly payment commitment. After the 12 monthly payments have been accommodated, the membership automatically renews on a month to month basis until the member cancels the membership in accordance to our cancelation policy. I have attached a highlighted copy of *******'s agreement which explains all our policies. *******'s signatures and initials are present showing he agreed to these terms and conditions, also a copy was emailed to him after he signed up to Choice Fitness. Any past due debts are valid. ********************* would be the party to remove any debts off *******'s credit report.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been billed for a membership I cannot use as I broke my leg and dislocated my ankle at the Choice Fitness Center in Lowell on 5 Sept 2021. As a result of the many surgeries I have had from that incident I have attempted to cancel my membership as my quality of life has been severely impacted including another surgery on 4 November 2022. I have tried to discontinue my membership in person on weekends and despite signing up for said membership have been told I must come in during the week to see owner as he is only one who can cancel memberships? I do not have the ability to go in during the week as all of my time leaving work early is for the many doctors appointments, X-rays, and cat scans in addition to surgeries that have left me off me feet for up to 15 weeks at a time.

  Business response

  11/07/2022

  This membership has been canceled with a last payment of Oct. 22 2022. What refund is **** looking for? 

  Customer response

  11/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I had contacted the gymnasium about canceling a second membership which I am paying for and they told me I could not cancel it because it is for someone other than myself even though I am paying for it.  Membership was purchased for my nephew/god son to work out with me.  Since I cannot workout due to injuries sustained at said facility and considering my nephew lives in ******** **, where he attends college I should be able to cancel said membership without the hassles.  I explained that I cannot take time from work due to my medical situation to cancel said membership as all my off time is spent at doctors.  I just had another surgery in which I cannot put weight on my leg for the immediate time being and cannot go down in person to cancel membership that is not being used for reasons above.  

  Business response

  11/08/2022

  There is no name given for the 2nd membership in question. This membership was not mentioned in the initial grievance. The photos attached to not pertain to this grievance and have no bearing on a decision on the 2nd membership in question. 

  Customer response

  11/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I just read that gym is again rejecting my request to cancel the second membership I have paid for the pst 5 years plus for my nephew citing his name not being mentioned.  For the record his name is *****************************  The relevance of below photo is gym manager insists that I need to sign paperwork in person despite the obvious fact I am currently disabled and cannot put weight on foot.  I can provide a doctors letter if needed for independent party stating such (HIPPA) wise I do not feel comfortable sharing my medical records with gym manager.  Please have gym manager provide written reason why I must continue to pay for membership I have explicitly requested be terminated now for almost a month?
  

  
  

  Business response

  11/11/2022

  I have canceled ************************* with nothing further due. All memberships associated with *********************** that have been mentioned are now canceled. 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to cancel my membership. The person who answered the phone said you can't cancel your membership over the phone, you have to come in and speak to a manager. I asked when the manager is there. The person said the manager is here Monday through Friday after 8:00. I said well today is Friday after 8:00. Why isn't the manager there?. The person said stop giving me a hard time. I'm just trying to assist you and canceling your membership. I don't know why the manager's not here. So I feel like they are trying to not let me cancel my membership.

  Business response

  07/25/2022

  There are 2 ways to cancel the membership in accordance with the attached signed agreement, I have attached and highlighted the cancellation policy for reference. I have also notified the club to contact ****************** in regards to his inquiry of cancellation. 

  Customer response

  07/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  Better Business Bureau:
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  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. ↩