Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September I signed up for a 2nd 12-session set of personal training sessions at 10Gym. My trainer subsequently quit and nobody has reached out to me. I have called, I have gone in person, i have contacted my trainer, 3 different people have assured me that two trainers and their boss would be in touch or that they *had* been in touch. They had not and still haven't. They're abdicating responsibility to "Lighthouse Fitness" which cannot be reached. I've sent multiple emails to the contact form online which is the only way to contact them, apparently. Nobody will get back to me. I prepaid $600 for training I'm not getting and I want my money back.

  Business response

  12/16/2024

  Lighthouse Fitness tried to reschedule her with a new trainer when her trainer quit however she declined.  They are saying she will need to use the sessions, there is no refund at this point.

  Customer response

  12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They only tried to reschedule with me after I filed a BBB complaint. Why on earth would I want to do business with a company like that? Apparently 10Gym lies too.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting 8/8/24 I have been attempting to cancel my membership because I had a surgery to remove cyst and another problem unsure but a fluid filled sack is pushing on my ovaries and we are trying to figure out what is going on. My doctor says I can't work out or advises not to. However, upon looking at the email they sent even if my doctor sends the forms in the gym can still deny it. They wouldn't even freeze my account. I have emails that they found numerous accounts and were wondering which one and I only have one account. Since I started two months ago I never received a copy of my contract if I have one. I have never received email information to log in to my account.

  Business response

  08/28/2024

  We are sorry to hear ***** is going through some medical difficulties and hope she is better soon.  The history on her account shows ***** sent her first email to cancel on 8-8-2024.  The billing company was in communication with her from that point on asking for the correct medical info to be sent to verify a no fee medical cancelation. Copies of medical info were received on 8-21-2024 and the membership was cancelled.  The cancel process for ***** only took 13 days.  It would have been shorter but the verification was not sent until then.  Again we hope the best for *** ***** and hope she can rejoin 10GYM at a later date.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They they dont tell you everything in their advertising and will continue to charge until you complete a long drawn out process to cancel your membership. Grift off inattentive people

  Business response

  03/15/2024

  **** purchased a membership in January 2023.  We have not received any communication from him requesting to cancel.  In fact, yesterday (3-14-2024) he updated his billing info and paid a payment.  However, if he would prefer to cancel at this time, we will work with him.  Please ask him to call us directly to assist in that process ************.  Thank you.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business scammed me. They verbally tell you what your package is and that you can cancel after three months and make you sign the little electronic signature thing (so your going off of what they verbally tell you) and i didnt use my membership for months and tried to cancel and all of a sudden my signature was put onto a 12 month agreement. It was told to me by two workers I coupr cancel after 3 months. They are trying to make me pay them out to cancel. They verbally tell you something, make you sign then put your signature on a year agreement.

  Business response

  01/26/2024

  We are sorry to lose her as a member and hope she will come back soon.  ******** purchased a membership on 6-21-2023 and chose the Preferred-12 which is a 12 month commitment.  We do not have anything like a 3 month membership or that you can cancel after 3 months with no fee.  We do however have a month to month membership, but she did not choose that one maybe because it did not come with the first month free.  ******** used the membership until August and then stopped coming.  She could have cancelled it at that time by paying the buyout.  Her first request to cancel was not until January 25, 2024.  Her options are still the same, to either pay the buyout or finish the remaining 5 payments.  We have turned off the automatic renewal.  Please let us know which way she decides to cancel.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have continuously tried to contact 10Gym about suspending my membership for years. I tried visiting their store, but they could not assist me. I have emailed, I filled out a contact form on their website several times, and even sent a message to 10Gym's ******** page. They have not responded to any of my attempts. I no longer use their service, and they keep withdrawing money from me.10Gym removes $25 a month from my account.

  Business response

  12/19/2023

  After careful research, we do not find that **** has ever requested to cancel until this complaint.  Requests to cancel are processed in less than 30 days, usually within 1-2 weeks.  At her request, we have cancelled her account and wish her well.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The gym automatically charges customers for renewed memberships without notifying customers. There is a price increase of $50 and they will not refund you the money.

  Business response

  12/18/2023

  The automatic renewal of all memberships is detailed in the agreement at time of purchase.  We also send out an email after enrollment to explain the renewal.  There was not payment increase.  Her monthly dues remained the same and will continue to be the same on a month to month basis.  If she would like to discuss the annual fee that was charged the same day this year as last year, she may call our office at 1-800-725-6756 to discuss her options.  Maria's membership remains active and will continue to bill until she emails us to cancel at customercare@abcfitness.com.  Thank you.

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I cancelled my gym membership on December 7th, the same day I filed my complaint. How am I supposed to believe the integrity of a company that cannot properly cancel my membership after the initial phone call? 
  
  Sincerely,
  
  Maria *****

  Business response

  12/26/2023

  As detailed in our first response to this complaint, cancelations are handled by email to customercare@abcfitness.com.  We show no record of an email sent to this address at this time.  As a courtesy to the member, we have cancelled the account effective immediately.  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Management of 10 Gym Calls me at my house to insult and accuse me. They have cost me time and energy of me having to point out their management problems. I am a customer, not one of your employees or managers. You should pay me as i have pointed out what you seem to ignore... Your operations failures - the incident below is billable at $1000 per hour of time, I waste in your gym. 1. The management turnover is unacceptable. 2. Young inexperienced people run and likely steel and do drugs on premise. 3. on tape 11/5 you can see a 1/2 naked employee and management allowing her to stand on top of ladders while patrons look on, at the bottom. 4. when asked if there were drugs in the lost and found- people became uncomfortable? any reasonable, non-drugged individual, would not be uncomfortable by that.

  Business response

  11/07/2023

  We understand you feel upset and that was not our intention.  10GYM requires all members to follow the policies and guidelines regarding gym etiquette and behavior. Communication regarding these type situations sometimes require our management team to reach out and have a conversation to ensure compliance.  If you prefer to cancel your membership, please let us know.  Thank you for your concern.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This is in regards to the cancellation of my membership. For the past year I had nothing but issues at 10gym with a very unprofessional staff. They would tell me to leave and go home. They have even told the staff in MWC 10 Gym to do the same. I experienced this when I went in today, 10/10/2023. I would like my money back for the past year in dealing with these experiences. I have paid a total of almost $318 dollars and have had one of the worse experiences in my life because I would not get the personal training that is not required to be a member. I have had to waste so much time and money on this gym and feel a breach of contract has happened because the gym was unsafe. There was someone who followed me home on July 12th and tried to break into my car. I had to pay almost $300 to fix my window. I believe this was employee related. I have seen many employees who have come into my apartments and harassed myself and my neighbors. I send a 30 day notice to quit today. I feel that I deserve my money back as this gym was very stressful and they put American flags all over the gym, and I felt it was harassment because I am a member of the ***** in ********.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Lighthouse Fitness Management is refusing to cancel my contract despite the fact that I provided my valid driver's license and mortgage verification (per their requirement) verifying my relocation back to Georgia. I contracted their services while living in ******** with family while recovering from a stroke and circumstances have required my relocation back to my home state which meets the criteria as identified in the contract, because my relocation exceeds 30-miles. They are refusing to cancel because the issuance date on my driver's license is May 25, 2018. My license does not expire until 12/2/2024. The **************** issues driver's licenses on an 8-year term and will not reissue a new license to update the issue date on a current and valid license that expires on 12/2/24. ***************** SAYS: "You may apply to renew 150 days before the expiration date of the license. You may renew an expired license within 2- years of the expiration date." MY CIRCUMSTANCE DOES NOT ALLOW FOR A RENEWAL- because my license is not expired, IT IS CURRENT AND VALID and I am not within the 150-day renewal period. They will simply reprint the current one. Additionally, my vehicle registration and tags are all registered in Georgia AND MY EMPLOYER IS THERE. Lighthouse Fitness Management does not respond to email communications until *****pm at night, which has been ongoing for two weeks. I have provided sufficient notice and documentation and despite being billed $1,000 for services that I have not received for the past 5-months due to my trainer relocating without notice, and constant staffing issues at the location, they are now refusing to cancel my contract despite a valid relocation and submission of documentation. I am receiving rude, discourteous emails and argumentative responses from these people demanding a cancellation fee if I can't provide an "updated license". This is a poor representation of ethical business practices.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I been member for over a year now and I initially was told my membership was going to expire with 1 year and I agreed to that. I Find out my member expires in ****. So I was lied too when I signed up because I only wanted 1 year. So now I can't cancel my "membership" I went to the gym location and tried to cancel. I was told I could not cancel in person. neither could I cancel online where I originally tried. I called the gym and an employe told me the truth and informed me that to cancel my membership is nearly impossible. And they were right because I called cooperate number and It doesn't work. I tried multiple numbers and I could not speak to anyone. Then I randomly get a email saying "how can I help?" I responded and said how I wanted to cancel my membership. ***************************** is who emailed and never responded back. I sent multiple emails. So now I don't know how to proceed with this issue because I gotten 2 letters from 10gym. late charges and threat to send to collections. But I can't even get respond. Hate to experience this! on top of everything I don't even live near 10gym anymore!

  Business response

  06/14/2023

  We are sorry to hear **************** feels he has had a bad experience.  He is on a month to month membership which is very easy to cancel.  All that is needed is a 30 day notice to cancel.  We show he requested to cancel towards the end of May.  The account must be current and the final payment is always due.  His account does not fall in that category.  Our member services **** ***************************** made him an offer to waive some of the past due to help get the account cancelled.  Once the past due payments are received the account will cancel out.  **************** may call the corporate office and pay the final amount over the phone at **************.  Thank you.

*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. ↩