Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I kept calling them to cancel my membership as I don't live there anymore and they refused and kept charging me l. So I put a stop on all payment through my credit card and now they are harassing me saying I owe them mo ey

  Business response

  12/17/2024

  After reviewing Mr. ******** account and the numerous notes on the account, no refund will be issued as Freedom Fitness is not at fault.  In September, the card on file was declined thus resulting in a balance.  

  Mr. ****** was made aware of this.  He inquired about cancellation and staff informed on how to do so and also told him he cannot cancel with a balance on the account.  The terms and conditions of cancellation are explained fully in the membership agreement that he signed.

  So, since September, the past due balance and late fees have accumulated and once the account was 90 days past due, it was Returned for Collection.  Mr. ****** would need to work with them to resolve the balance and no longer be in Collections.  The ********************** has tried repeatedly to contact Mr. ****** via by phone, text and email. The member has repeatedly said he cancelled and admitted to putting a stop payment on the card and file and threatened to take us to small claims court.

  Everything relevant to this billing issue is explained fully in the agreement and the notes on the account verify member was aware of what needs to be done.  That is why no refund will be issued.

  Sincerely,

  ******** ***

  Freedom Fitness Customer Care

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ive been with Freedom Fitness since January 2023 originally at the **** location. In March my mother joined the Saratoga location and My membership was transferred there so we could go together. On 7/17/24 I noticed I had a charge of $53.04 posted to my bank account. When I called to ask why I was told it was the annual fee, however I was already charged an annual fee on 1/17/24 by the **** location. The rep told me in January I was charged the enrollment fee. I asked why when Ive been with them since 2023 and when I signed up the enrollment fee was waived. I also asked if Enrollment fees are charged yearly on top of the annual fee. He said no and after going back and forth about when my membership started he finally realized why I was saying Ive been charged twice for an annual fee in 6 months. I asked him to refund my bank account because it was not accounted for in my bills and it has overdrawn my account. I was told they do not refund money and I would need to go in to the ******** location with proof I was charged in January and talk with a manager because one was not available. But they will only credit my account so the next months payment wont come out. *** called this weekend and gone in but no manager was there. I need my money back, its not my fault they made an error.

  Business response

  07/26/2024

  Freedom Fitness has reviewed both memberships ************** has had with us this year and determined that she is exactly right.  She was indeed charged the annual fee twice in 2024. 

  We apologize for the inconvenience and the lack of communication with the staff; that will be addressed!

  I have processed a refund for $54.04 and those funds should show in 3-10 business days.  Most banks will generally waive any overdraft fees once they see a refund has been issued.

  I will reach out to ************** regarding this and to keep in touch with her until the refund issue is resolved completely.

  Sincerely,

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

  Freedom Fitness Customer Care

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I haven't been in a little over a month due to anxiety I love the gym and my boss **** got me into freedom fitness but I just didn't want to have to pay for the month I wasn't there the ppl in ******** told me I had to pay it either way I'm a single father of two this gym helps my life but my anxiety gets the best of me and it **** I wanna keep the membership I just wanted to know what can be done for the month I haven't been there if possible

  Business response

  04/17/2024

  We have reviewed ****************' account and we have instructed one of our Team leaders to reach out and see what we can do to help him with his membership.  Unfortunately, no refund will be issued as Freedom Fitness is not at fault. We do not charge based on attendance as the work out routines of our members vary greatly.

  We truly hope **************** will continue his membership with us and start to become more and more comfortable at the gym.  

  **************** should be contacted in the next day or two.  We appreciate ****************' business and look forward to speaking with him.

  Sincerely,

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

  Freedom Fitness Customer Care

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/09/2022 I received a call and a voicemail and *** message notifying me that there was a billing issue on my account. This was due to my debit card number being used for fraud, and I had yet to update my billing information with the new card. I called the provided phone number in the *** message, ************** to pay for this discrepancy including the late fee, which I claim responsibility for. When I gave the person over the phone my card information I believed that he would charge the card for the due balance, and went along my way. Today 10/04/2022 I have received another call leaving a voicemail and *** message stating that my account continues to have a billing issue and that I would be charged a late fee. When I called Freedom Fitness directly, I was told that the person I spoke with was most likely from their calling center, and not an employee at a Freedom Fitness location. When I explained that there should not be a discrepancy on my account this month as I had already used my new debit card to pay the previous late bill I was informed that unless I specifically told the person I spoke with over the phone who was to charge my debit card that I wanted them to save the card for future payments, that they will only use the card for a single transaction. At this point I had to physically go to a location in person to discuss my account and cancel it. At the location on Saratoga in Corpus Christi I was informed that not only did I owe the October bill with late fee, but that I was never charged for the September bill either. I paid the late fee and the two bills, then canceled my account. Curiously on the Freedom Fitness website and there is a plaque on the wall at the front desk that states that payments are not charged until the applicable fifth or 20th due dates, yet they attempted to charge my old debit card today, 10/04/2022. Please remove the plaque and misinformation on the website if you are going to charge customers on not advertised dates.

  Business response

  10/17/2022

  While we understand ********************** frustration, the staff (both at the call center and the employees that work at the gyms) are trained to ask each time if the card was a one-time payment or a billing update. Many members will pay with a different card than what is on file for various reasons. I cannot verify the details of the conversation between ****************** and our staff member, but the notes do show on the account that ****************** made a one-time payment on September 13th and that the card was not to be updated onto his account. Perhaps there was a miscommunication or misunderstanding, but the employee ****************** spoke with has been with us for many years and is very diligent with their paperwork.  Our billing company attempts auto drafts on the 5th of each month.  If those dues are declined, our billing company will continue to attempt to draft weekly until the payment goes through as is the case with most automatic drafts and is explained in the membership agreement. We regret that ****************** canceled.  If he wishes to rejoin, he can email me directly at the email below and I can aid him.

  Sincerely,

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

  Freedom Fitness Customer Care

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

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting 6/22/22 I was month to month. I cancelled membership on 7/12/22. I was billed 7/5/22 for my monthly dues of $24.84. My next bill due would have been august 5. I had till 7/21/22 to inform Freedom Fitness of the cancellation to avoid the next months assessment of $24.84. No where in the agreement does it mention the same policy for the annual dues. The next annual dues for the whole next year would have been due 7/17/22 but I cancelled 7/12/22. Why would I be assessed annual dues for another year if I am not going to be there? Here is the relevant section of the agreement.PAYMENT AUTHORIZATION Billing for Monthly Dues: By signing this agreement, you have authorized the club to bill your bank account or credit card for your monthly dues (EFT, preauthorized check or credit card) for a minimum number of months from the start date. (Hereinafter referred to as the "term").Your account will be billed on or shortly following the indicated day of each month, beginning on the indicated date for the amount of the indicated rate. Rates are guaranteed for the indicated number of year(s) not to increase. A $15 late fee will be applied for each month your monthly dues are returned, in addition to your regular monthly dues. An annual membership fee of indicated amount + tax will be billed on or shortly following the indicated date to the account on file.If this membership has a minimum term, and you wish to cancel prematurely, a $49 "Buy Out" fee is required. Also, the club must be notified in writing 15 days in advance.After this minimum term has been met your membership will continue on a month to month basis.* In order to cancel a month to month membership, and/or make billing changes, the club must be notified in writing 15 days prior to your billing date at the club or via certified mail. A copy of the cancellation will be provided with a club representative's signature acknowledging receipt, upon request. Retain this copy in your personal records.

  Business response

  08/12/2022

  After further review of ************************ account, we stand by original statement and policies. I personally emailed ******************** explaining the annual fee and sent a copy of the cancellation form which states her last bill date would be the annual fee on the 17th.  The General Manager of the facility attempted to reach ******************** as well, by phone and emailed her a copy of the membership agreement.
  
  
  While we regret that ******************** is unsatisfied, we will not refund the annual fee because Freedom Fitness is not at fault.
  
  
  Sincerely,
  ***********************
  Freedom Fitness *************

  Customer response

  08/15/2022

  Complaint: ********
  
  I am rejecting this response because: The contract states the cancellation must be made 15 days before the next due date to avoid being charged for the next month. I missed that date so I was assessed the next months payment of $24.84 and it was paid. The contract also specifically states "after the minimum term has been met your membership continues on a month to month basis". I claimed cancellation on the document on 7/5/22.The renewal date (not due date) on the agreement says 7/21/22. My math calculates that out to be 16 days. Freedom fitness got a total of $24.84+$42.21=$67.05 for no services rendered. I have read other complaints dealing with this similar situation. So it is an on going problem which from I can tell will continue indefinitely. Resolution with have to come from me in the form of never doing business with this company again.
  
  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. ↩