Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Peter Welchs Gym, located at *********************************************, for their refusal to cancel my gym membership despite my legal right to do so under both the membership agreement and Massachusetts consumer protection law.I signed a membership agreement with Peter Welchs Gym on May 23, 2025, which states that a member may cancel their contract if they relocate more than 20 miles from any gym location, provided that proof of the new address is submitted.I have recently moved to a new residence more than 20 miles away from any Peter Welchs Gym location and have attempted to cancel my membership in person. Despite informing them of my move, they refused to provide a cancellation form or accept documentation of my relocation. Their staff only gave me a verbal acknowledgment and refused to provide written confirmation or honor the cancellation.This behavior violates the terms of the signed agreement and is potentially a violation of Massachusetts General Laws Chapter 93A, the Consumer Protection ************ Information:Peter Welchs Gym ******************************************** I am requesting that the BBB assist in ensuring that:My membership is cancelled immediately without penalty, as per the contracts relocation ********* further payments are withdrawn from my account.Please let me know if any further documentation is required. Thank you for your assistance.

  Business Response

  Date: 05/28/2025

  To set the record straight, Vitor signed a 12-month contract on 8/20/2024. After 5 months, he stopped paying. Vitor was contacted via phone, e-mail, and text more than 20 times from January into May. He did not respond once until he was just days from being sent to collections. At that point, he said he was injured at the gym and somebody told him "not to worry about his membership." Nobody would tell him that as we have very specific policy as to how a membership can be frozen or canceled. We require a written request every single time; no exceptions. I told him that if he has a medical issue that is keeping him from the gym, he is able to cancel his membership with proper medical documentation. He did not provide it. Then he said that he moved far away. I told him that we need verifiable documentation for his relocation. He did not provide it. 

  We are more than within our rights to send his account to a ********* debt collector. With all that being said, Vitor spoke with Peter (the owner) and Peter told him we would cancel him without penalty. That was BEFORE ***** filed this BBB complaint. 

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  
  Let me be clear: I was fully aware of the gyms cancellation policies, but they made it impossible for me to follow them.
  After getting injured and moving more than 70 miles away, I tried multiple times in person to cancel my membership. At first, a staff member told me not to worry and that they would handle it. Months later, when I found out I was being sent to collections, I drove back to the gym, brought proof of my relocation, offered to pay, and asked to cancel properly. Instead, I was met with aggression, refusal to accept paperwork, and no help. Peter ***** verbally said my membership was canceled but refused to provide any written confirmation or allow me to cancel in his own terms.
  After repeated refusals to let me cancel officially, I decided to record a video documenting my attempts, their extortion tactics, and their refusal to let me cancel. All of this proof is in the video I recorded.
  
  If there are formal cancellation steps, the gym should have allowed me to complete them instead of blocking me repeatedly. This is not just poor communication it feels intentional and predatory.
  
  I demand:
  Written confirmation that my membership is canceled without penalty.
  All charges removed and collections efforts stopped.
  Assurance that my credit report will not be affected.
  This situation should have been resolved months ago. I have made every effort to do things properly the gym did not.

  Business Response

  Date: 05/28/2025

  Vitor continues to make claims about canceling, but he has no record of any request. Neither do we.  Whereas I have more than 20 documented attempts at contacting him since January. He didn't respond once.

  In the end, I'm not sure what we're discussing. We already told Vitor  that his membership has been canceled without penalty. 

  Customer Answer

  Date: 05/29/2025

  I have submitted video evidence directly to the BBB showing that I attempted to cancel my gym membership in person and presented documentation to a staff member verifying my relocation. Despite these efforts, I am still being pursued for a $650 charge and have been threatened with collections.
  I want to clarify that I have made multiple attempts to cancel this membership. Additionally, the gym owner personally informed me that my membership was canceled and no charges would be pursued. Nevertheless, **** ****** continues to pursue this $650 charge, which does not align with the timeline or facts of the situation.
  I respectfully request written confirmation that my membership has been officially canceled and that I will not be held responsible for the $650 charge or face any collection actions. I hope this matter can be resolved promptly and fairly.