Reviews

I've been a member for 11 years, their billing system is a disaster!! They charge a $15 late fee when they decide to bill earlier than the due date that they established. The app is so confusing, it looks like you're double charged every month. There's no notification if you're payment is declined, it carries over for months at a time. I might as well pay more to go to another gym with better amenities!!

January 6, 2025 RE: Better Business Bureau File # ****** Complaint by: Wendy ****** Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. Our invoices can be in a pending state at least 3 business days prior to your bill date, especially around holidays. We always suggest having the funds in the account at least 3 days prior to your bill date. This is to ensure the payment processes successfully on your bill date. If a payment is unsuccessful for whatever reason, we allow a 9-day grace period from your bill date to be able to pay the balance. If no payment is made by the 10th day, a $15.00 late fee is applied to the account and the balance is then reattempted. We do send out text notifications when the payment is unsuccessful as long as you are opted into receiving text notifications. It appears that the last time a payment was unsuccessful was in November 2024, in which a text notification was sent to the phone number on file on 11/06/2024 regarding this decline. As for the app, it will appear as multiple charges but when you click on each description you will see that one will be the invoice, payment or declined payment. You are also able to request a PDF form of your payment history for better clarity. You can contact our customer support team at 800-922-7898 to have this information sent to you. At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

Very poor business practices and execution when they buy memberships from other closing gyms. They could have handled the transition in a manner other than just taking monthly dues. Little concern about ethically handling the dispute. Beyond that a the gym was extremely dirty, crowded and overall unappealing. I would recommend looking for another place unless they make changes. fair warning - beware.

Hello, we apologize for the inconvenience this may have caused. If there was any miscommunication from the facility let us be the first to apologize on their behalf. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. We do take proper measures to keep our facilities and equipment sanitary and satisfactory to our members at all times. We do offer a one time courtesy transfer to all members if the location is not to your liking and you are able to transfer to another location that is best suitable to your needs. We do hope this will leave a better impression in hopes that you will return back.

I want to launch an official complaint against the gym Fitness connection for trapping the customer with misleading practices and information at the Tech Ridge at 12901 N Interstate Hwy 35 Suite 900, Austin, TX location. I signed up for training sessions with a trainer of my choosing at this gym. The agreement was I would pay for $140 a month; meeting 1 time a week. I am a month to month member with no contract. I paid ahead of time in full for the whole month of August 2024 of $140.00; but only after 3 weeks (with receipts), my trainer informed me the gym would be moving him. I then went to the office and spoke with the Manager Cleveland and told him to cancel my future sessions because I wouldn’t be able to continue with the trainer I had chosen. I was told by the manager I could keep that trainer, but they got rid of my trainer that day and tried to charge me for an additional 5 weeks. When I try to call corporate to resolve this matter several times, customer service was extremely rude and refused to allow to me speak with a supervisor about this issue. After she repeatedly refused to allow me to escalate my call and speak with a supervisor; she then told me I could take a survey and “if” they saw fit, a supervisor may or may not call me back for the money I paid and invested in this gym with a trainer. I have never heard of a company refusing to allow you to escalate or speak with a supervisor after taking your money. I would like to state a complaint against Fitness Connection for providing misleading information and doing a bait and switch in the middle of my training, by removing or moving the trainer to “Sells department” and trying to offer me a different trainer I did not agree too and then refusing to allow me to escalate my complaint to resolve the matter. I think it is only right that I received a refund/credit for the last week of training I didn’t receive.

October 15, 2024 RE: Better Business Bureau File # ****** Complaint by: Trina Williams Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. It is stated on page 4 of the agreement that the service requested is for the program, and not the services of any individual trainer. The assigned trainer may not be available to conduct any one or all sessions in which case another trainer can be assigned. Client is not entitled to a refund if the originally assigned trainer is not available. In this case, Ms. ******** has the option to use her sessions with another trainer, freeze her personal training for 60 days to consider if she wants to remain with personal training or cancel with a 30-day notice. No refunds would be provided as all charges appear to be valid. At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved. Respectfully, Vivian V Dispute Resolution Liaison

Dear Fitness Connect in regards to your response on 10/15/24 I trusted your name, Fitness Connection and your employees that they would speak to me in truth. It never crossed my mind that I would be provided with misleading or untruthful information. I believed that when a Fitness Connection employee told me something, that I could take that as receiving honest information because they had on the Fitness Connection t-shirt, representing your company. Per your response, you stated that trainers can be switched out and it is in the contract. Can you please tell me the following: Can you please tell me why when I spoke with the Manager Cleveland on 8/23/24 he didn’t provide me with that same information as you have stated, but told me I could keep my trainer Adam? You stated I could put in a 30 days’ notice but when I spoke with the Manager Cleveland on August 23, 2024, I told him then to cancel all my future training sessions that day. Not only did I tell him but I then turned around and called the corporate office on 8/26/24 and made them aware as well. Can you tell me upfront and direct, was all my training sessions canceled and account closed out by September 22, 2024? I am requesting that all my membership of the month to month gym fee be closed out as well, as I no longer wished to be a member of Fitness Connection. Please note that by November 20, 2024 my month to month membership fees should be completely closed out. Not an additional 5 weeks, because there seem to be a math problem as well. I am requesting this day, after making sure all my accounts are closed the you, (Fitness Connection employee) provide in writing any full or remainder credit or amount I owed to Fitness Connection up front, with no further misleading information or practice, or half-truths, or partial truths through the BBB so that even the BBB may know what is being requested; so my account and business with Fitness Connection is be completely closed Going forward I will make sure to check if a gym is accredited with the BBB before applying for a gym membership. Thank you Trina

Today is November 11/10/2024. Even after posting the previous messages on October 21, 2024 and receiving no response and then sending a certified letter for which they signed for; Fitness Connection still charge my credit card a gym membership fee for the month of November 2024.

I opened 3 memberships up with fitness connection one for myself my daughter and my son. I cancelled all 3 memberships only to find out 3+ years later Fitness connection had fraudulently taking out $500+ from my checking account. As my sons membership was never canceled due to it being setup under the wrong phone number and email address. As Fitnees connection is aware of their requirements when calling to cancel a membership you are ask for a phone number and email address. Fitness connection is refusing to accept responsibility for setting up my sons account with the incorrect information which I have documented proof provided by fitness connection in Forest Hill, Tx. I have been explaining via phone call and their feedback form since May. If my sons account was set up under a Hispanic gentleman’s phone number and email address out of League City, Tx how was I supposed to know when I canceled his membership to pull out of the sky some random phone number and email address. Fitness connection fraudulently stole from me and is refusing to accept responsibility. They are saying I signed an agreement and per their policy Fitness connection is refusing to acknowledge that I followed the terms of the agreement in canceling all 3 memberships but my sons agreement was never cancelled due to a setup error on behalf of their gym staff

October 11, 2024 RE: Better Business Bureau File # 264459 Complaint by: Nadiyah ******* Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. It appears that the account for Reese **** is valid as a photo of the member was taken at the time of enrollment and if anyone other than Mr. **** attempted to enter with this membership, they would be denied access. The agreement that is on file has the signature for the guarantor and all personal information was provided by the guarantor when enrolling the member. The guarantor, Nadiyah *******, also appears to be the emergency contact on the account. This membership has been terminated as of 05/21/2024 with a refund of $69.26 as agreed upon with management. At this time Fitness Connection has addressed the issue with no further action required. We respectfully request that this file be closed as resolved. Respectfully, Vivian V Dispute Resolution Liaison

Thank you for your response Ms. ****** what yourself and other representatives with fitness connection are failing to acknowledge and address. 1. What does Fitness Connection require when canceling a membership? ***From my personal experience when canceling memberships I have been asked to provide my phone number and or email address to cancel my memberships. 2. How am I as a member supposed to provide a phone number and email address that I don’t know? **Due to your employees negligence, at the Fitness Connection in Forest Hill, Tx my debit card my sons photo and my name and phone number was attached to a incorrect phone number and email address. (In May 2024 I was provided the incorrect phone number and email address by your staff) 3. When enrolling for each of my memberships the staff at the club input the members info i.e. phone number and email address NOT the member. 4. Your staff at the Fitness Connection in Forest Hill, Tx fraudulently attached my sons photo and my information in the emergency contact. Not once was advised to confirm my contact information nor was my contact information on the screen when signing the agreement. 6. It appears that your club representatives are intentionally and fraudulently placing incorrect contact information on accounts. Resulting in memberships not being canceled. In turn this increases that clubs monthly numbers resulting in higher monthly bonuses for the club and Fitness Connection overall.

This gym is only taking the money from people and they don't honor their mistakes. I went and cancelled both accounts for me and my son back on 06/30/24 and now they still charging me for him - I spoke to the manager Francisco ***** that was helpless because he didn't honor the mistake from one of the associates Christoper ********* when he only cancelled mine. It is unacceptable and this business has to take honor of the mistakes and use their liability to compensate the time and the frustration they cause on people

September 19, 2024 RE: Better Business Bureau File # ****** Complaint by: Yolanda *****  Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. It appears that Leonardo ********* - T2384032, has been terminated effective immediately as of 09/18/2024 due to being a minor that remained active although you, as the legal guardian, were terminated effective 6/30/2024. A refund of $85.52 has been processed as of today, 09/19/2024. This refund is for the monthly charges of $10.00+tax for July through September and the annual fee of $49.00+tax. Please allow 7-10 business days to receive this refund. Once again, we sincerely apologize for any inconvenience this may have caused and hope this does not steer you away from ever wanting to return to Fitness Connection. At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved. Respectfully, Vivian * Dispute Resolution Liaison

I been having problems with being lied to. I go to the fitness connection in The Woodlands TX on Sawdust Rd. I used to have a trainer. I stopped doing training sessions in early June. I no longer had the money to pay for it. They told me OK we will stop your sessions until you can start back. I still pay me and my son membership $10 per month. But Tevin I think that is his name told me he took care of it. So far after he had told me that They have taken a 47$ plus $99 out my account for a trainer. When I told them to cancel it. And he said that they did. As much as I want to remain a member of the gym. I don't like the fact of them taking money from me for training sessions that I no longer have or attend. And can no longer afford. That money they took was for me to buy groceries for me and my son. This gym is messing up my life and financially. In addition, the manger Tevin refused to give me paperwork on my cancellation for the trainer session. This has been going on for too long. If something is not done, I do plan on going to the BBB. Because I have all the text messages between me and my old trainer regarding the cancellation. Life is too hard out here right now for someone to just take from you. When you have a family to feed. Now that money is gone, I can't buy food for me and my child. And no one is doing anything about it. In addition, the company that took the payment (*** ********* **********), Tevin said he had spoken with them and told them to cancel and stop taking payments. He lied about that as well. My money was never refunded. To some people that might not seem like a lot of money. But to me it is. I have to use two pay checks just to pay rent. That money I has aside was to put food on my table. And when I finally had enough to go shopping for food it gets taken from me. All over someone lying and not doing their job. I would like someone to show some integrity and refund me my money, and give me paperwork regarding my training cancellation.

Fitness Connection does apologize for any inconvenience this may have caused. According to our records, Ms. Green's personal training account has been set to cancel 10/24/24 with the last payment being 9/25/24 per the request made on 8/26/24. A 30 days notice is required to cancel the personal training agreement. If Ms. Green is able to provide proof that a cancellation was processed in June, we would be more than happy to correct any issue. The acceptable proof would be confirmation email of the cancellation. Thank you!

This place is a scam They get you to go there for false advertisement. I’m very disappointed of this company. I started my membership in July. Was charged 2 weeks after and 3 week a yearly fee witch is to high. They never return any money they are stealing from people openly. Sick and tired of Fitness Connection. I will never ever go back again or recommend this place to anyone. Please do not give them your account number it will take you years to cancel their service and plus you’ll have to pay a fee for cancellation.

Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. According to our records, your membership began 6/15/24 and it is month to month. Per the agreement, the monthly dues are every 1st of the month for $22.49 plus tax and the annual fee was set to bill 7/15/24 for $49 plus tax. Due to this the charges are valid and will continue until a cancellation is requested. If needing to cancel you may request a cancellation in any of the following ways: contact our member services department at 800-922-7898, visit or call your Fitness Connection location, or send certified letter by mail to address on agreement. A 30 days notice is required to cancel. Thank you!

They make it impossible to cancel membership over the phone . Waited over three Hours several times and . They do a customer countdown of how many are ahead but never get to you

Fitness Connection does apologize for any inconvenience this may have caused. The best time to call to get a lower wait time would be Thursdays and Fridays between 8-11am. You can request a cancellation in any of the following ways: contact our member services department at 800-922-7898, visit your Fitness Connection location, call your Fitness Connection location, or send certified letter by mail to address on agreement. Thank you!

This is possibly the smelliest, dirtiest, most poorly managed gym I have ever been to, and will not be going back. The men's locker room is a disaster. There's urine all over the urinal areas, and I've never seen anyone cleaning. The shower heads appear to be 20 years old, caked with calcium, and the shower curtains hanging by a single hook. The men's sauna REEKS of Marijuana, to the point that it's unbearable. You would think that this would concern management, but they don't care. Worst of all, there is a door leading directly from the basketball court into the men's locker room, which they refuse to lock. I have now twice been fully naked when that door burst open, and will not be going back again. Absolutely nobody has called me to apologize this second time, and they didn't fix it after I complained in February. Do yourself a favor and join ****** ******** It's a superior gym, and not run by unruly, inconsiderate members.

Hello, we apologize for the inconvenience this may have caused. We would first like to thank you taking time out of your day to share your experience with us. Every member is of value to us and it is our most sincere regret you were left with an impression otherwise. Moving forward you will see change. It is our hope you will continue to grow with our Fitness Connection team and this issue has been passed along to upper management. Thank you!