Complaints

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1) Club #**** Agreement #: ********** 2) Club #**** Agreement #: ****-*****.My wife and I purchase 2 club membership at Powerhouse ****** Gym since February 2020. The membership commitment was for 1 year. Upon renewal after the 1 year, the monthly rate is $34.99, as detailed in the signed membership agreement. In November, 2021, I noticed my monthly rate went up to $39.99. I proceeded to inform the "front desk" of the error in the billing, and I was told that they "will take care of it." No adjustment or credit was given to me. On or about January 15, I met with the front desk manager at the club to ask for the adjustment again. My demand was very clear: if the rate cannot stay at $34.99, I will terminate both memberships, with the intention of leaving before February 20th, satisfying the 30-days notice requirement. My last visit to the gym was on February 19th. I have email records of all these interactions on February 15th, 16th, 17th, and 22nd clearly declaring my intention (from January 15th) to terminate both memberships.I have satisfied all my contractual obligations as required by the membership agreement. The club is now acting in bad faith attempting to hurt my credit history by creating a delinquency on these accounts. [Both memberships are paid with the same credit card.]Looking through this website, it appears the club has a poor history of allowing members to terminate their memberships. This is extremely poor business practices for the community.

  Business response

  03/24/2022

  Hi,

   

  In order to cancel a membership you simply need to drop off a signed cancellation letter (one for you and your wife must sign her own as well) or send it via certified mail to the club. This is all in the contract in the cancellation section. At time of cancellation (as per the contract as well) all payments due within 30 days are taken and the membership is cancelled.
  

   

  thanks,
  Powerhouse Gym ******
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently have needed to cut some expenses & decided I would do so by cancelling my gym membership. I work out at home & cant afford any uneccessary bills. I was originally only paying $10 a month for a Crunch gym membership, then without a notice I was suddenly paying $35 a month to Powerhouse gym. So I wasnt satisfied with my membership any longer, anyway. I looked up all the details that come with cancelling your membership. According to their policy, I would need to fill out a cancellation form & either hand it in at the front desk, or pay to send it registered through the mail. So I print out the form, fill it out, make sure Im caught up on my **** payments, & bring it to my location on March 19th. Between Noon & 2. Only to get rudely turned away by an employee telling me they will only cancel memberships through email. So I leave & go to powerhouse gyms website. Theres really nowhere to get help or send an email for support. Its so poorly optimized. Which is likely the point. When I finally find the option to send a message its not even an email support line or anything of that nature. I just typed my ****************************** the problem through a message. The site told me Id hear back in a couple days. I still havent. Its now March 22nd. Ive done everything I need to in order to cancel my membership, according to their policy. One of my reasons for cancelling is financial reasons. I had no complaints when my monthly fee went from $10 to $35, but this is absurd. At this rate, they wont get back to ******** be charged for yet another month, for a gym membership I cant afford & dont use, or Ill have to pay the fee to send a registered envelope to their offices to cancel. I shouldnt have to waste my time or resources any further when Ive followed their policies. My membership shouldve already been canceled, & I shouldnt have to waste more time & money to go back there again or mail it. I just want to cancel & be done

  Business response

  03/23/2022

  we have no member by this name, email or phone number. it must be a different powerhouse gym they had an issue with. we are the ******, ** location.

*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. ↩