Complaints

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• Initial Complaint

  Date:05/09/2023

  Type:Billing 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 tried canceling my gym membership but they continue to charge me monthly. I first canceled my membership over the phone after tearing my labrum at their facility last year. They continued to charge me and told me that I needed to provide "written" cancellation. I sent them a written notice as per their request and they are still continuing to charge me monthly.

  Business Response

  Date: 05/15/2023

  I have attached a copy of our contract which **** signed.  In an attempt to be as clear as possible regarding "How to Cancel", we break out the section on cancelling the membership and have him initial that separately.  I have circled that in blue on the attachment, but it reads "Once the original term of this contract is completed, billing will continue uninterrupted until the member comes in and pro-actively cancels their membership.  Member may withdraw from membership by completing a membership withdrawal form or written notification.  The club must be notified of cancellation by the 7th of the month in order to stop billing on the 1st of the following month."  That was initialed.

  So with regards to the comments of "I cancelled over the phone", because there's no documentation I cannot say what discussion took place, but I can assure you that our front desk KNOWS that a cancellation has to be in writing and cannot be taken over the phone.  That is also noted in the paragraph above when it refers to "written notification".

  Regarding his attached email, I was able to find that and that was sufficient to cancel his membership.  As you can see it is dated February 22.  So because our contract states "we must be notified by cancellation by the 7th of the month in order to stop billing on the first of the following month" we were too late (on 2/22/23) to stop the March payment - so that should have been his last month.

  I am confirming that April and May should NOT have been billed and WE HAVE ISSUED A REFUND FOR BOTH OF THOSE MONTHS TODAY (5/15) and he should see those on his card by 5/18 at the latest.  We apologize for the confusion with that as the account should not have been billed those months.

  One side note that I was out on vacation last week so I would have responded to this earlier.

  Thank you.