Complaints

• Initial Complaint

  01/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive had a membership with fit factory for over 2 year. I went into the facility on 01/19 to pay my past due bill thats usually do on the 17th and cancel my membership. I was told I have to pay my past due bill and the next months bill he couldnt do it separate (conversation was recorded). I spoke with the manger who stated it has to be 30 days in advanced I responded its 29 days in advanced if I knew I could of cancelled online I would have. In the terms in condition it states you have to come into the facility to cancel and I was also told that on 12/8 that it had to be in person. Unfortunately I work I from 5:45am-9pm providing care to the elderly so by the time Im off the facility is closed. 01/19 was the only time I could spare to actually go into the gym. They refused to take my money for my past due bill, because I wasnt going to pay the ***** for cancellation because It was 29 days instead of 30 days in advance (conversation recorded). I dont think that is fair, this all could of been avoided if they didnt tell me I had to come in I would of just did it online. After reading the reviews this has happened multiple times to multiple people and it shouldnt. I have contacted 2 news outlets to bring exposure to this problem. It does not state in the terms and conditions that you can cancel online. I also recorded the conversation with the fit factory manager and he was aware that I was recording the conversation.

  Business response

  01/30/2023

  To whom it may concern,

  
  I understand this members frustration and we are happy to help clarify the circumstances. This member commonly has billing issues, goes past due and typically gets upset if we don't waive the service fees on her account. This has happened multiple times. 
  The member is upset about having to pay her past due payment along with a 30 day notice payment. All member agreements state our cancellation policy which outlines that members are responsible for any payments that fall within 30 days of their request to cancel. The membership agreement also states the date of the Annual Fee which is due once per year on the same day. 

  
  The member argued with our front desk staff about our policy which then escalated to the General Manager. I understand the General Manager reiterated our 30 day notice policy for all cancellations and that she would have to pay her past due charges. Additionally, he printed out a copy of her agreement upon her request and pointed out the area where it states that there's a 30 day notice. He also mentioned that the agreement is in her email. All agreements are emailed automatically after joining and can also be found by logging into our Member Portal, MyiClubOnline. The member did not disclose that she was recording the manager until after they had spoken, however we are confident in communicating our policies correctly. 

  
  The member is correct that her signed "old" agreement states that she needs to come into the club to cancel. We currently offer the option to cancel in club or online through the MyiClubOnline portal. Regardless, she still would have needed to cancel before her typical bill date to avoid the current 30 day notice payment.  

  
  Due to this members pattern of missing monthly payments and the club waiving service fees and late fees, we feel that we accommodated this member on several occasions. That said, we are happy to work with the member however we do require her to complete her final monthly payment of $49.99 per the 30 day notice policy. For any questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined the gym last year, but I had to move out of town. I told them this and they were like you have to see a manager to quit, which has got to be against a law or two, but whatever, so I moved away and was still paying them every month because it wasn't easy for me to get back there. I finally went in one day to quit and filled out a form because there wasn't a manager there. And they said one would call or something. well that never happened, so they kept charging me $65 a month and I wasn't even near them anymore. Well I lost the card that the gym was charging in a separate accident, but the good thing is they couldn't charge me. But guess what's happening now? Now they have a collection agency coming after me! It's like we're in the twilight zone.

  Business response

  10/28/2022

  To whom it may concern,

  
  We understand this members frustration and apologize for any inconvenience. We do not have any record of this member requesting to cancel, that said all cancellations are processed online through the Member Portal, MyiClubOnline. It looks like this member is in Return For Collection after his payment method expired as of 3/23/2022 and he stopped making payments. That said, the club reached out to him on 4/5/22 via text message because he was past due. The member never responded nor did he take action and therefore was sent to Return For Collection by our billing company. 

  
  In order to resolve the status of this account, we will need the member to contact the club in regards to his past due payments. For any questions or concerns, please email our ************* team at *************************************************************************.

  Customer response

  10/28/2022

   

   

  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 rejections comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  There was no member portal when I was a member. 

   

  I called and filled out a form in person.

  I think they're lying.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  11/10/2022

  To whom it may concern,

  
  I understand this member's frustration and apologize for any inconvenience. Unfortunately, we dont have any documentation of this members cancellation request. If the member has any documentation of the cancel request, we would be happy to investigate further.  
  
  Our General Manager spoke on the phone with this member as of 11.9.22 and explained that without any form of documentation of the cancellation, we are unable to submit a refund. To accommodate the member, we are waiving all of the past dues totalling $89.99, as well as waiving any remaining late fees and service charges thus removing him from the Return for Collection status. In addition, were processing an immediate cancellation to the account and waiving the 30 day notice, so the member won't be responsible for any additional billing. Also, we are offering an eight months of free membership credit to go towards the member, or a friend of their choice. The General Manager sent him a follow up email shortly after their phone call, detailing everything above. 
  With cancellations before September 2021, we did require members to complete a cancellation form in the club. At that time, when a cancellation form is completed, signed and dated, it is automatically saved to the member profile, as well as emailed to the member with the contact information on file. This goes for the cancellation process online as well which began in October 2021. We do not have a record of a request to cancel nor a completed cancellation form on file. If the member has any documentation of the completed cancellation or cancel request, we would be happy to investigate further. For any questions or concerns, please email our ************* team at *************************************************************************.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We enrolled in fitness coaching in January. After few sessions we decided to not continue with future renewals and just finish with the engagement. Even after informing fitfactory team multiple times over phone and even personally at their requested appointed time, they charged us renewal fee. They intentionally made us contact them multiple times causing us stress and useless trips. They are still unresponsive

  Business response

  04/11/2022

  To Whom it may concern, 

  
  I understand this members frustration and I am happy to share our resolution. 
  Per our policy, we do ask members to complete a Personal Training cancellation form. I understand the member spoke with the coach via text messaging. Our Fitness Director and Regional Programs Director reviewed phone records and it does not appear we have a request from the member to cancel prior to 3/25/22. 

  
  The member has charged back the most recent payment - we will not dispute the chargeback or collect the invoice that was charged back. That said, if the funds do come back to us, we would refund the payment immediately. In addition, we are offering two free Personal Training sessions to accommodate this member. We do understand that the level of service they received is not to our standards and we will use this as a training opportunity. For any questions or concerns, please email our ************* team at *************************************************************************.
  

  
  

  Customer response

  04/11/2022

  [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. ↩