Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged around $50 a cpuple months ago, they credited that to my account as a fix and said i would not have to pay any fees for november and only $6 for december, i come to see ***** taken from my account today. That's my money i planned for groceries that i can't buy now, i asked multiple times to be sure i would only get charged $6 and now im struggling. I want my money back and an apology

  Business response

  01/03/2025

  The member was billed $50 for a policy violation.  He was offered a dues credit of $50 which was applied on his 10/30 and 11/30 billing as promised.  That matter is closed.  The customer was billed for his regular dues on 12/30 along with an annual fee.  The annual fee was not billed correctly.  We will initiate a refund for $54.11 for the annual fee.  The $28.13 he was billed on 12/30 for his regular monthly dues were correct and proper.  

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was previously a member of another gym facility which abruptly closed prior to our promised merger with Club4. On Sept 12th at the old facility, we were notified via a posted letter "Att: ALL MEMBERS!!!! Regretfully due to medical issues we will be closing.....ALL members will be transferred in full to Club 4 Fitness located X** by October 30, 2024!!... The morning of Oct 14th, that facility was closed and Club4 was still under construction. Club4 in *************** remained under construction until Nov 11th. At that time, we were advised that our memberships still had not transferred over and that 24/7 access was not available. Members continuously have to make contact for answers/hour verification. The facility was closed to all members after staffed hours and on holidays. As of Monday 12/02, this facility is now open 24/7 EXCEPT for grandfathered members from the closed facility. When I contacted the location at *****, I was advised that our contracts were still being transferred over but access for 24/7 could be granted if a personal fob was supplied. That was not the case when I arrived at the facility today to have this taken care of. I have been charged $39.95 twice now (Oct 13 and then Nov 18) with the latest transaction showing ABC*30044 CLUB4FIT ****. Every conversation I have had with Club4 states that I am under contract (which I agree) but why does the facility not have to adhere to such contract? In a week I will have another $39.95 debited "for my contract" for a facility that is not holding up the other end of "my contract". The staffed hours are outside of my needs - which is why 24/7 is required. There do not seem to be any concrete answers on when this will be corrected and staff in the ****** facility are less than helpful at times and would not even provide corporate numbers to contact to attempt to get a timeline. It is very disheartening to continue to have to keep my side of a contract for a business that does not.

  Business response

  12/11/2024

  Hey *****,
  
  
  We understand your frustration with the transfer process. We were as well. Our hours are always on our website and in club. Anytime we open a club, it takes us about a month to go 24/7. We opened November 11th so that deadline would put us at December 11th. Fortunately, we were able to open sooner with 24/7. 
  
  
  We understood the transfer process was still going on and there were a lot of issues out of our control. We aim to make the transition as smooth as possible, and understand the frustration with not having all of the answers as a lot of it was out of our control. Heres what we did:
  
  
  To smooth things over, we zeroed out your December payment, so you will not be charged this month. We also were able to import you into the app, so your 24-hour access should now be working. Please let us know if there is anything further we can do to assist!

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 2nd 2024 I canceled my Club4fitness membership as I was moving states. The membership was canceled before the next billing date on March 29th 2024. However, I was billed once again despite canceling the membership. Originally I was put on hold during my cancelation process for an hour on February 26th. I was unable to connect at that time and was able to reconnect on March 2nd. Because the filing wasn't done within 30 days which I had originally attempted, they have now contacted a collection agency stating I owe them a new amount of ******. They originally claimed I owed them ***** which I do not owe them as I had called on February 26th 2024. I spoke to a representative at ABC fitness who represents Club4. ****** ******* said there was nothing she could do and it was being processed by the collection agency. I believe this is unfair and unjust. If any further information is needed please contact me at **************. Thank you for your help in regards to this matter to this matter Sincerely, **** ****

  Business response

  12/02/2024

  Mr. **** called our location on 2/27/24 regarding a cancellation. In which we refer all cancels to our billing agency. Mr. **** did not call *** until 3/6/24. Our only cancellation policy is a 30-day notice to your next billing date. His billing date is the 30th of each month. Cancelling on the 6th would make him responsible for 3/30/24 invoice. That payment was never received, making *** unable to process the cancellation. We agree that the $182.95 is unnecessary. We will honor the original notice of 3/6/24, making you responsible for the 3/30/24 invoice of $25.99 and not $182.95. I will fully cancel the account once the 3/30/24 invoice is paid.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Club 4 fitness has hoodwinked me into spending outrageous amounts of money- and I've attempted to cancel my account FIVE times.Each time they assure me it won't happen again and getting a refund for the charges "is above my paygrade" is the consistent response from ANYONE I talk to- Manager, employee, etc.They always say they will call back to confirm that my account has been canceled, never do- and then I'm charges again!I canceled my account in July 2024- It's Nov 2024, and I'm still fighting this. They can't figure out what's going on, and they aren't prioritizing me as a HUMAN that's literally getting ROBBED- They owe me over $500 between the personal trainer costs I didn't agree to, and the $ dollar monthly charges they continue to charge me from July until now.

  Business response

  11/22/2024

  Dear ******,

  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and aim to address any issues thoroughly and professionally.
  After reviewing your account, I found no record of prior cancellation requests. As outlined in the membership agreement, cancellations require a 30-day notice and must follow our specified cancellation process to be properly documented and processed. Without documentation of prior requests, we are unable to confirm that your cancellation was initiated in July.

  
  Regarding the charges you referenced:

  
  Membership Fees: These charges will continue until a cancellation request is processed in accordance with our policies.
  Personal Trainer Costs: These are billed separately, and any cancellation or adjustments to such agreements must also follow the specific terms outlined at the time of enrollment.

  
  While refunds are not typically issued for charges incurred before an official cancellation is processed, I am happy to review the specifics of your case in detail to ensure fairness.

  
  Please reach out to me directly at ************ or visit the club to discuss this matter further. Our goal is to resolve your concerns while adhering to the terms of the membership agreement.
  Thank you for your understanding, and I look forward to assisting you.

  
  Best regards,
  ***** ****
  Regional Manager
  Club4 Fitness

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 7, 2024 I requested cancellation of my membership. My account was supposed to be closed once my final bill was paid on 8/27. On 8/28 after my final bill was posted, Club 4 charged me an annual maintenance fee of $49.99 and said it was due because I had access to the gym. I have not used the gym since the day I requested cancellation. I went to the gym to change my membership due to the loss of my mom and financial hardship, I was told I had to pay an addition $50 to downgrade my membership and I could not afford this so I canceled altogether. I asked them to waive the maintenance fee as I had paid it the previous year and it had not been a full year and should not incur an additional maintenance fee after canceling my membership and after my final bill posted. I have constantly emailed the company throughout September to get this resolved and they have stopped responding. I have now been threaten with further collection actions for non payment. They have also charged numerous late fees after the maintenance fee of $49.99. My membership cost was $27.99 and now I have a balance of $115.47 due to this. The balance may be higher now but in our last correspondence my bill was $115.47 from $27.99.

  Business response

  10/29/2024

  I spoke with Ms. **** today. This is an error on our part and the only payment required should be the 30-day notice. I have removed the remaining balance. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Club 4 billed me without unauthorization after I spoke with Managment and cancelled my membership on the phone on 7/19. Management assured me my membership would be cancelled effective on 7/19 and I sent a follow up confirmation email which they did not reply to (attached). Club 4 Managment made dishonest and false claims when they told me Club 4 couldn't cancel my membership over the phone. On 10/16 Plano Club4 Management canceled my membership over the phone after I made them aware of the fraudulent billings that took place for the prior 3 months, leading up to October the 16th. I was then told I would have to speak with Club 4 Corporate to receive a refund for the unauthorized billings. Upon sharing this information with management at Club 4 Corporate, Club 4 Corporate indicated they would not refund me even though the local Plano Club 4 made that recommendation to me and I attached emails indicating that I cancelled my membership three months prior to the current date on 10/16. It is my opinion Club 4's negligence and dishonesty towards their customers will continue to affect their hilariously poor business ratings, as evidenced by the volume of negative reviews they've accumulated to date.

  Business response

  11/13/2024

  Member called for cancellation information.  He was provided with the information he needed to cancel his membership.  It was made very clear that we do not process these at the club and no employee made any promise that they would cancel this for him.  He requested confirmation of his cancelation and he was advised that the membership was not cancelled (see attached).  The billing service who he was directed to also has no record of this member completing the required steps.  The member did not bring this to anyone's attention until he was billed several more occasions. Club4 is not responsible for this member's unwillingness to follow the instructions provided.  Club 4 is not liable for any charges incurred due to this member's lack of attention to ensure he completed the necessary steps.  We cancelled his membership as a courtesy but no refund is due.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business has promised to be open during their specific business hours and then be open to select memberships 24 hours/4 days a week (they use a maglock with a barcode associated to your account for those members to be allowed access). The past 5 months we (members paying their additional $15/month for after hours access), are having a tremendous amount of issues getting into the building; the maglock very rarely works so we have to wait for an employee to show up but the gym owner refuses to give them keys to access the building so if the maglock doesnt work then no one can get in. The employees are almost always late to the gym also so general access members cant even get into the gym on time. I have asked several times when this issue will get resolved and Im always met with we are working toward a solution and this wont happen again in the future then the next the gym still isnt open on time and the maglock doesnt work. At the point they are pocketing the additional $15 a month from all of us members who are paying extra to be allowed in, and refusing to fix the problem.

  Business response

  10/21/2024

  We are sincerely apologetic to Ms. ********** complaint. As a Premium member she has 24 hour access to any Club4 that provides 24 hour access, as well as access to all amenities. As we have had 2 instances of our door scanning software being down after severe storms going through our area, which did prohibit the utilization of 24 hour access, the gym was opened in less than 30 minutes of normal opening time. This particular instance made it difficult for my staff to enter the building due to our maglock which was engaged being on the same door that allows us key entry. There was one more instance of staff being 5 minutes late due to unpredictable traffic circumstance. As the General Manager I have reached out to Ms. ******** on numerous occasions leaving voicemails to apologize and resolve this matter, that were never returned after her stating she wanted to speaking with Management. Ms. ******** is aware that we have another location in *********** on **************** that she has full access to and is 24/7 versus our location, ************ that is 24/4. Club4 Fitness' Premium and Premium Plus memberships are month-to-month meaning no contract and can be cancelled with a 30 day notice at anytime. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/25/24, I was stopped mid workout from a staff member at Club4Fitness in ****** and told that I was banned from the gym for a year and had to leave immediately. He cited a rule that members cannot personal train other members. I understand this rule as it would be both a liability on the gym and they want to make the money personal training. I was extremely caught off guard because I have not personal trained anyone in over a decade from when I used to work at a gym around 2014. They told me because I check in twice a day and that visually it looks like Im personal training right now, that I was breaking their no personal training rule. I explained that I come twice a day because liked to do cardio before work and like to lift weights during my lunch break. I also explained that my gym partner and I have been doing the same workouts together for months at this point, that theres no personal training at all. The staff member was extremely aggressive and stated that this was not up for discussion and restated that I had to leave immediately. Ive seen this staff member called the police on other members so I figured that was coming shortly. Ive been a member of that gym for about three years and have had zero issues. It used to be a clean, friendly fitness environment, but with probable reckless management causing high staff turnover, its become dirty, the machines are consistently broken, and the rotating staff has become both lazy and aggressive. I reached out to one of the sales coordinators name **** ********* at ************ in an attempt to discuss and rectify the decision and it took him six days to respond and say no.I went ahead and canceled me and my wifes memberships. We had already paid through late October and part of the cancellation process was paying an additional month. We now have paid (~about $60) for memberships through late November to a gym that I am banned at for either a crazy misunderstanding or extreme staff misconduct, etc.

  Business response

  10/16/2024

  Mr. ******** situation was an unfortunate misunderstanding compounded by a quick decision that did not include necessary CLUB4 Fitness leadership involvement, and for this misunderstanding, CLUB4 Fitness has extended heartfelt apologies to Mr. ****** and his wife.  Specifically, a respected Sales and Operations leader, a Regional Manager, and the Managing Partner/Owner have all reached out to Mr. ****** directly to offer apologies as well as a free month's membership for both he and his wife.
  
  
  We must now, however, accept Mr. ******** decision not to reinstate and accept that free month's membership for he and his wife, and are more than willing to return the $60 accorded to memberships paid for per our membership Agreement.

  Customer response

  10/29/2024

  I would like to receive their $60 refund offer and move on. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a gym and I cancelled my membership November 2023 due to ongoing medical issues. However I noticed that fees were being withdrawn from my account dating back to 8.21.2024., amounting to $97.96. Contacted the business and request a refund. They advised me to contact another company (ABC) this company stated I needed to contact the Gym and not them, contacted Gym and was told I needed to open an account online and request to cancel my membership again. Obviously I was not in their new system so that is proof I was no longer a member. I opened the account online, cancelled my new account and was charged another fee of $15.99. If you look at this companies Google reviews it seems as though this is an on going issue and scam they are preforming. It is theft and unethical. I would like to be reimbursed.

  Business response

  09/26/2024

  Good afternoon ********, we hope you're doing well and having a great day. We are attaching a copy of your agreement including our cancellation policy and we are also attaching a copy of your Freeze request in which you clearly requested to freeze your membership for 6 months and it was processed as requested. Thanks and have a wonderful day.

  Customer response

  09/26/2024

   

   Complaint: ********

  I am rejecting this response because: I called and formally cancelled my membership as well as submitted the request through PEAK to CANCEL this account due to on going medical procedures. This is something this gym is infamous for doing! Your history on BBB reviews and Google reviews speak for themselves on the theft and scandal your business is running. 

  Regards,

  ******** ******

  Business response

  09/27/2024

  Good morning ********, you are mistaken. I am attaching your contact notes with Peak in which you requested a Freeze and they let you know when you would come off Freeze. Thanks and have a wonderful day.

  Customer response

  09/27/2024

   

   Complaint: ********

  I am rejecting this response because:

  I am not mistaken. I cancelled this membership. Have a wonderful day!

  Regards,

  ******** ******

  Business response

  09/28/2024

  Good morning ********, we hope you are doing well. Reiterating and attaching the supporting documents here that a freeze was requested and processed accordingly. This case is now considered closed. Have a wonderful day.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In march 2024, I went in person to Club Fitness ************ in *********, **. I already had a premium monthly membership ($25), and I asked how to get access to the pool. the employee at the front desk told me that I would need to upgrade my monthly plan to include pool access. She informed me of the cost per month ($45), and I upgraded my plan. However, I was not informed in any way that by upgrading to include pool access that I was agreeing to a year long contract. Not only does this mean that I have to pay for the pool for the full year, but I was just informed over the phone that when I did that upgrade I also entered into a year long contract with my other monthly membership dues. They will not even allow me to downgrade my gym membership from the premium to the basic. I have done extensive research and information about the ridgeland club 4 pool is no where to be found online. I was not handed a copy of pool rules or the contract. I was not verbally told about the contract. Nothing was said or posted in writing anywhere. I could not even see the monitor that the employee used to sign me up, I just signed something electronically. I assumed that I was just signing so they could charge my card and the employee did not indicate anything different. She just told me to sign on the little tiny screen. All I was told was that my monthly fee would go up. An employee told me over the phone that whoever signed me up was probably new and didn't know to tell me. I'm sure they have cameras in that lobby and someone could probably look and see whether I was informed or not, but I distinctly remember that the employee was very quiet and did not offer up much info at all. The fact that I was able to unknowingly enter a year long contract without even seeing it or being informed at all seems predatory and wrong. I really liked club four and I honestly think the year long policy makes sense. I just wish I was given the chance to make an informed decision about it.

  Business response

  09/30/2024

  
  Dear ****,

  
  Thank you for reaching out and sharing your experience with us. I truly apologize for the confusion and frustration you've encountered with your membership upgrade at our ************ location. I want to address your concerns with care and transparency.

  
  First and foremost, Im sorry that the details surrounding your upgrade, particularly about the year-long contract, were not communicated properly.

  
  Additionally, a copy of your updated membership agreement would have been sent to the email address on file when the upgrade was finalized. I apologize if this was not made clear to you at the time, and I completely understand how frustrating it is to feel like you didnt have the necessary information before making such a decision.

  
  I appreciate your patience in sharing your feedback with us, and I agree that you deserved a clear, informed opportunity to decide on this upgrade. While it sounds like there may have been a misunderstanding with our staff, this doesnt change the impact its had on you.

  
  In the meantime, Id like to connect with you directly to see how we can make this right, whether its a review of your membership options or something else we can assist you with.

  
  Please feel free to reach out to me at ********************************* or let me know a convenient time for me to contact you. We truly value your membership and want to ensure that your experience with us is positive moving forward.

  
  Thank you for your understanding, and I look forward to speaking with you soon.

*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. ↩