Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint to address a series of unethical billing practices by Flex Gym regarding my membership and cancellation. Below is a summary of the events leading to this complaint:- My monthly membership agreement with Flex Gym was $37.89, charged on the 15th of each month.- I cancelled my membership on January 11, 2025, providing proper notice of my intent to discontinue my membership - Despite my cancellation, I was charged $37.89 on January 12, 2025 - When I contacted Flex Gym to request a refund for this charge, they refused to issue one, claiming the charge was valid - On January 28, 2025, Flex Gym attempted to charge me again, even though I had already cancelled my membership and had been unfairly charged (for an entire month) less than three weeks prior I find this behavior unacceptable for the following reasons:- Flex Gym has disregarded my cancellation request and continued to charge me after I terminated my membership - I was charged prematurely on January 12th, and they have now attempted to charge me again for services I have neither requested nor used - Their refusal to refund me demonstrates poor customer service and a lack of accountability for their billing errors I am requesting the following resolution:1. A full refund of the $37.89 charged on January 12, 2025 2. Confirmation that no further charges will be made to my account 3. A formal apology and assurance that this will not happen to other customers in the future *********************** actions have caused unnecessary stress and financial inconvenience, and I expect the company to resolve this matter promptly and fairly. Should this issue remain unresolved, I will explore additional avenues, including legal action or reporting the matter to relevant consumer protection authorities.

  Business response

  01/29/2025

  Thank you for reaching out with your concerns. As the new owners of Flex Gym, we are committed to ensuring a positive experience for all our members and take billing concerns very seriously.
  We would like to clarify that your membership was officially canceled in January 2025, per your request. However, the charge on January 12th was not for continued membership but rather for a missed payment from December 2024. Our system automatically processed this past-due charge, and since we are still familiarizing ourselves with its functionality, we took immediate action upon learning of your concern to review your account for any potential errors.
  We first became aware of your complaint on January 28, 2025, and reached out to you the same day to resolve the issue, but we did not receive a response. To ensure we addressed the matter as soon as possible, we followed up again first thing in the morning on January 29th. However, rather than an opportunity to discuss the matter, our call was abruptly ended before we could fully explain the situation and offer a resolution.
  Despite the charge being valid per the terms of your membership agreement, we want to ensure your satisfaction and resolve this matter amicably. As a goodwill gesture, we are happy to provide a full refund of $37.89, which can be collected in person at the gym. Additionally, we confirm that your membership has been fully canceled, and no further charges will be made to your account.
  It is also important to note that per your contract, cancellations are typically required to be completed in person. However, to make the process more convenient for you, we accommodated your request over the phone.
  We regret that this situation has caused frustration and assure you that we handled your concern promptly and professionally. **************** is a top priority for us, and we are continuously working to improve our processes. We value transparency and fairness, and we appreciate the opportunity to respond to this matter.
  If you are willing, we would still love to have a conversation to clear up any misunderstandings. Please feel free to visit us at the gym at your convenience.

  Customer response

  01/29/2025

   
  Complaint: 22869137
  
  I am rejecting this response because:

  I have been charged $37.89 electronically every time the bill has been due. I will only accept a refund electronically. The refund will be distributed electronically anyway. it's not like you'll be handing me $37.89 in cash. 

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

  Business response

  01/30/2025

  Your account has been deleted, and your card information has been removed from our system. A refund of $37.89 will be issued in cash and can be picked up in person at the gym. Upon pickup, you will be required to sign for the refund. This is the available refund method, but if you have other suggestions, feel free to voice them.
  

  Customer response

  02/03/2025

   
  Complaint: 22869137
  
  I am rejecting this response because: You clearly have my card information, as you keep trying to bill me
  
  Sincerely,
  
  **** **********

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