Complaints

This profile includes complaints for National Acceptance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Acceptance Company

  4813 Jonestown Rd Harrisburg, PA 17109-1748

• 

  National Acceptance Company

  PO Box 6368 Harrisburg, PA 17112-0368

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:05/23/2025

  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 am submitting this complaint regarding unfair billing and membership reinstatement handled by ***, the billing company, in relation to my membership at ************** gym.I completed a 16-week fitness challenge at ************** and, following their cancellation policy, I submitted a certified letter to *** to terminate my membership. *** confirmed in writing that my membership was canceled in February 2025.Shortly afterward, due to a problem with my bank account, a payment was rejected. *** then unilaterally reactivated my membership and continued to bill me without my authorization, even though I had not accessed Nulife Fitness since my cancellation was confirmed.I was notified of this reinstatement after the fact, and when I called NAC on May 23, 2025 to address the issue, I was told I owed payments for February, March, April, and May 2025. *** justified this by claiming their billing system automatically reenrolled me due to the rejected payment.This practice is unjust and inconsistent with consumer protection principles. A rejected payment should not override a confirmed cancellation. **** billing system should not create a new contractual obligation or reinstate membership without explicit customer consent.

  Business Response

  Date: 06/03/2025

  Please accept this response regarding the complaint from Ms. ******** *** is a third-party payment processing center contracted to process the recurring membership dues payments as outlined within the agreement Ms. ***** signed with the ******** Program at ********************************* in *********, **. *** does not provide fitness services of any kind, sign consumers up for memberships, or manage fitness programs. *** is not a party to the membership agreement and does not therefore have any legal authorization to make any changes or alterations between Ms. ***** and the FitSmart Program.
  The consumer entered into an agreement for a 4-month term membership that renews for month-to-month billing after the initial term. The monthly rate, 4-month term, and renewal are noted on the front page of Ms. ***** agreement directly under her provided member contact information. These terms were accepted as acknowledged, understood, and agreed to with her initials and signatures given at signup on 10/24/2024.
  The consumer contacted our offices via telephone on 02/25/2025. During this call, the consumer was notified that, per the terms of her agreement, 30-day written notice sent **** Certified Mail was necessary to cancel her membership and that the 02/25/2025 payment was due and would remain owed. Her request for cancellation postmark dated 02/19/2025 was initially approved on 02/27/2025 (consumer was notified via email on 02/27/2025) based on our knowledge that the 02/25/2025 had been remitted and would be retained towards the balance owed. However, we were notified later that day that the consumer had chosen to dispute the validity of this payment. This action impacted the consumers eligibility to request cancellation as it created an outstanding and past due balance on her account. Per the terms of the consumers agreement, accounts must be in good standing (current on payments) to be eligible to request the termination of the agreement. As a result of the disputed payment, the request for cancellation was invalidated and the consumers account was re-activated. On 02/28/2025, attempts were made to contact Ms. ***** regarding the change in status on her account. An email was sent (included in attachments) to Ms. ***** to advise her that 02/25/2025 payment had bounced because of her disputing the charge and this had caused her account to re-open. A voicemail was also left for her requesting she contact us regarding her account. Further attempts were then made to reach Ms. ***** via late notices mailed to her address on file. The consumer did not respond to any of our numerous attempts to contact her until 05/23/2025. Ms. ***** account would have remained closed and not re-opened had the consumer not disputed the final payment necessary to close her account. Furthermore, contained within the consumers own provided documentation was the 02/28/2025 email we sent specifically to address that her account had re-opened as a result of her disputing a valid and necessary payment owed which shows that the consumer was fully aware of her accounts status prior to and well in advance of her making this complaint.
  While *** is the location for receiving cancellation requests and has a customer service center which relays information provided in the membership agreement, *** is not part of this agreement and cannot alter it.
  

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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.

  On September, 2024, I signed up to participate in a fitness wellness challenge with 2030 Fitness gym, Rock Hill SC..I had to sign up with National Acceptance Company for monthly payment until the challenge was over.They address is ******************************** Phone ************** Email: naceft.com.I had completed to challenge in December 13th. I emailed, called and sent a certified letter to let *** know that I had completed the ************ March, I received a letter saying I owed $75; I misplaced the letter so I gave them a call. The lady on the phone said I didnt canceled the contract and when they received the cancellations from me she said it was too soon. She said that I was still under contract as of March.. She said the only way to get out of the contract is to pay $437.00 for early cancellation.The contract said For all billing, freeze requests and cancellation questions, please call our billing company.This company an opportunist. Please help me to get my $437.00 back.Thank you

  Business Response

  Date: 04/02/2025

  Please accept this response regarding the complaint from Ms. ******** *** is a third-party payment processing center contracted to process the recurring membership dues payments as outlined within the agreement Ms. ******* signed with the ******** Program at ************************ *********, **. *** does not provide fitness services of any kind, sign consumers up for memberships, or manage fitness programs. *** is not a party to the membership agreement and does not therefore have any legal authorization to make any changes or alterations between Ms. ******* and the FitSmart Program.
  The consumer entered into an agreement for a 12-month term membership that renews for month-to-month billing after the initial term. The monthly rate, 12-month term, and renewal are noted on the front page of Ms. ******* agreement directly under her provided member contact information. These terms were accepted as acknowledged, understood, and agreed to with her initials and signatures given at signup on 09/03/2024.
  On 12/09/2024, Ms. ******* emailed *** requesting information on how to cancel her membership under the 16-week Challenge Guidelines. *** responded that same day providing the consumer the list of requirements as outlined in her agreement. She also called into our offices on 12/09/2025 and was provided these same instructions during a call with one of our *********** Team representatives. In this instance, Ms. ******* submitted a request for cancellation postmark dated 12/09/2024 which was well before her Challenge End Date (01/04/2025). Her letter also lacked attendance logs of any kind (attached). Members must not only complete the Challenge in full but provide proof of attendance to prevent fraud and to verify the member did truly meet the requirements for cancellation. Ms. ******* request for cancellation was denied and she was informed of this via email on 12/16/2024. Ms. ******* replied to this 12/16/2024 email. Ms. ******* then contacted us on 01/03/2025 about cancelling her agreement. She was again provided the requested information on how she might go about cancelling with the Challenge.
  We had no further correspondences with Ms. ******* until March of this year when she called NAC to discuss her account and her options for cancellation. At the time of the call, the consumers account was past due in the amount of $237.00 for the previously scheduled 12/25/2024, 01/25/2025, 02/25/2025 membership dues payments and associated late fees. The consumer brought her account current on 03/24/2025 for the past due balance and chose to request cancellation as afforded her under the Buyout clause of her agreement noted in Section 2: Consumer Disclosures #7. No refund would be warranted as she requested cancellation pursuant to the terms of her membership agreement.
  While *** is the location for receiving cancellation requests and has a customer service center which relays information provided in the membership agreement, *** is not part of this agreement and cannot alter it.

• Initial Complaint

  Date:11/12/2024

  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.

  Agreement signed 5/20/24 for a 16 week challenge. At the end of the challenge a cancellation request had to be submitted in writing along with a copy of the attendance record and mailed only by certified mail. All documents were submitted via certified mail however the company has stated the attendance record was not received. I find that odd that the handwritten letter, a copy of contract and the email with the cancellation process was received by not the attendance record which was all attached, submitted together and mailed certified via the *****************. I am requesting to have this contract cancelled as of the original requested date of 9/16/24 without penalty and without any impact to my credit report. This seems to be a way to make cancellation difficult to bill additional cost.

  Business Response

  Date: 11/19/2024

  Please accept this response regarding the complaint from Ms. ******* *** is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement Ms. ****** signed with the ******** Program at ************ in ********, **. *** does not engage in any fitness services, signing customers up for memberships or management of fitness programs. *** is also not a party to the membership agreement and therefore does not have the legal authorization to make changes, including cancellations, between Ms. ****** and the Fitsmart Program.
  
  On May 8th, Ms. ****** signed an agreement for a 12-month membership. This agreement has a 16 Week Program included within a 12 month term membership that has an option for cancellation after 16 weeks provided specific criteria is met. Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, Ms. ****** agreed to these terms..
  
  *** received Ms. ******* request for cancellation post marked September 16th, 2024, in which Ms. ****** failed to submit key documents required to request cancellation, namely Ms. ******* proof of attendance. Per the terms of her agreement, proof of attendance was required to be provided with Ms. ******* request for cancellation at the end of the Challenge. Ms. ****** did not provide proof of attendance to our offices until a November 12th, 2024 email. As required by the contract, *** cannot accept a request for cancellation that is submitted via any other means than **** Certified Mai. As a courtesy, the attendance logs were reviewed, and it was found that Ms. ****** would still not have met the criteria required to cancel her agreement even if the September request for cancellation had been complete and not missing the attendance records that Ms. ****** claims were sent. Ms. ******* insinuation that *** is intentionally implementing practices to force her into retaining a membership agreement are nothing short of false. *** has strict protocols and procedures in place to ensure that each letter, document, and/or request for cancellation is handled, organized, and maintained as it was received.
  
  We suggest Ms. ****** review the attached copy of her membership agreement and options for cancellation. Our customer service team is available via phone or email to answer any questions Ms. ****** may have regarding the terms of her contract or details for cancellation.

• Initial Complaint

  Date:10/18/2024

  Type:Sales and Advertising 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 signed up for a 16 week fitness subscription. Before the 16 weeks was up I sent a formal letter via certified mail as required. This business insists I owe them $178 and I havent had access to the gym my app hasnt allowed me to sign up for months now. It seems like a poor way to do business and a money grab. Dont trick people into longer membership periods by advertising a 16 week commitment and then billing them longer. Gyms need to earn their money from people interested in their services instead of grasping tight to those not coming.

  Business Response

  Date: 10/23/2024

  Please accept this response regarding the complaint from Ms. ******* *** is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement Ms. ****** signed with the Fitsmart Program at ************ in ******, **. *** does not engage in any fitness services, signing customers up for memberships or management of fitness programs. *** is also not a party to the membership agreement and therefore does not have the legal authorization to make changes, including cancellations, between Ms. ****** and the Fitsmart Program.
  
  On April 11th, Ms. ****** signed an agreement for a 12-month membership. This agreement has a 16 Week Program included that provides an option for cancellation after 16 weeks provided specific criteria is met. Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, Ms. ****** agreed to this membership.
  
  *** received Ms. ******* request for cancellation post marked July 15, 2024 in which she revoked authorization to have any more payments deducted from her credit card. Once an individual expresses they are no longer authorizing payments, **** policy requires we stop processing any scheduled payments immediately. By doing so, this caused Ms. ******* account to become past due and incurred additional late charges, as indicated in her membership agreement. ************ has therefore stopped access for Ms. ****** to attend because she has not made her membership payments.
  
  We suggest Ms. ****** review the attached copy of her membership agreement and options for cancellation. Our customer service team is available via phone or email to answer any questions Ms. ****** may have regarding the terms of her contract or details for cancellation.

• Initial Complaint

  Date:09/24/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 was charged $79 September 20th after I completed my 16 week challenge at the end of August through ***************. I mailed in my signed documentation from the owner advising that I fully completed the chalenge. My cancellation was denied and I am being told that I have to continue to pay for services I no longer am using. I feel like the company is trying to strong arm me and basically scam me out of my money. This is unethical and very shady. I am requesting a refund and for them to stop threatening me with sending me to collections. Also, end the so called contract they are trying to force me to pay for.

  Business Response

  Date: 09/27/2024

  Please accept this response regarding the complaint from Ms. ***** *** is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement Ms. **** signed with the Fitsmart Program at **************** in *******, **. *** does not engage in any fitness services, signing customers up for memberships or management of fitness programs. *** is also not a party to the membership agreement and therefore does not have the legal authorization to make changes between Ms. **** and the Fitsmart Program. On May 4th, Ms. **** signed an agreement (attached) for a 12-month membership. This agreement has a 16 Week
  Program included that provides an option for cancellation after 16 weeks provided specific criteria is met (outlined on the 3rd page of the attachment). Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, Ms. **** agreed to this membership.
  
  *** received Ms. ***** request for cancellation post marked 9/13/24 which included a copy of her attendance. While Ms. **** claims she completed the required visits, the documentation does not support her statement. This resulted in a denial of cancellation. Subsequently on 9/26 *** received notice from the Fitsmart Program that due to the facility not following the program, the membership for Ms. **** will be canceled. As of 9/27/24 the account for Ms. **** has been closed with NAC with nothing further do.
  
  Thank you for your patience as we were updated on the status of this account.

  Customer Answer

  Date: 09/27/2024

  The information sent to me is not mine. Can you please respond to my issue. Thank you

  Business Response

  Date: 09/27/2024

  Please accept this response regarding the complaint from Ms. ******** *** is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement Ms. ******* signed with the Fitsmart Program at **************** in *******, **. *** does not engage in any fitness services, signing customers up for memberships or management of fitness programs. *** is also not a party to the membership agreement and therefore does not have the legal authorization to make changes between Ms. ******* and the Fitsmart Program.
  
  On May 4th, Ms. ******* signed an agreement for a 12-month membership. This agreement has a 16 Week Program included that provides an option for cancellation after 16 weeks provided specific criteria is met. Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, Ms. ******* agreed to this membership.
  
  *** received Ms. ******** request for cancellation post marked 9/13/24 which included a copy of her attendance. While Ms. ******* claims she completed the required visits, the documentation does not support her statement. This resulted in a denial of cancellation. Subsequently on 9/26 *** received notice from the Fitsmart Program that due to the facility not following the program, the membership for Ms. ******* will be canceled. As of 9/27/24 the account for Ms. ******* has been closed with NAC with nothing further do.
  
  Thank you for your patience as we were updated on the status of this account.

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:09/23/2024

  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 signed up for a 16-week challenge (4 months), that I completed. The owner of the fitness studio signed off that I completed the classes and had me send a certified letter with his signature confirming that. *** called me 3 weeks later stating my cancellation was denied because I didn't complete my classes and would continue billing until April 2025. They are a third party billing company and have no authority to dispute if the owner states I completed my classes. This happened to several people in my class. I believe this organization just wants to continue billing and ripping off people. The threat was if you don't pay you will be sent to collections and most people value their credit so It's like you're forcing them into paying to avoid this, which is unfair if you completed the challenge and to be told the owner doesn't make decisions is disheartening. I signed up for something to challenge myself and felt really good about accomplishing that goal only to turnaround and not have the other party hold up their end of the contract and threat me with $639.60 in additional payments or be sent to collections. I hate I ever signed up for this and would encourage anyone signing up for any services connected with NAC billing to not get involved with them!

  Business Response

  Date: 10/10/2024

  As stated in our previous response, NAC is a service provider for various health and fitness facilities and programs throughout the country. NAC does NOT generate contracts with customers who join these programs rather NAC is contracted by its' clients to follow the terms provided within the membership agreements it processes. Ms. Nash signed up for a fitness program with the Fitsmart Program at Top Dawg Academy, not National Acceptance Company. NAC provides billing and software services, not fitness programs or weight loss programs. As such, NAC is not authorized to make any changes or adjustments not approved by an authorized representative. If Ms. Nash feels the owner should be able to make these changes, she would need to speak with the owner regarding his/her contract with the Fitsmart Program about how the program was to be operated. We apologize for any inconvenience, however all of our documentation indicates that NAC has provided accurate information in a timely manner as requested by Ms. Nash.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair 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 signed up for a 16 Week challenge with 9Round, later realizing it was a third party, National Acceptance Company. The terms of the challenge were you must attend at least 3 times per week for 16 weeks and the option to continue the membership for a year if desired. In the event you are unable to attend the sessions, you could request an extension. I meet the requirements for the 16 week challenge, at the end of the challenge I chose to cancel my membership. I submitted the request and my request was denied. NAC stated I didnt meet the minimum participation times, which is 48 times. According to their records, I only attended 41 times. When I went back to the gym to receive a printout of sessions, several were duplicated, or entries were missing. When I was unable to participate in the sessions, at a minimum I drove to the gym and signed in so I made sure to meet the 3 sessions per week requirement. Also during this visit, the gym stated the system used to track my sessions, the first 2 weeks it didnt even work. So when I called back to NAC, they stated they assume the first 2 weeks are attended based of the following sessions and weekly visits. So then the response went from not attending enough sessions, to not having the 3 sessions per week. I was again denied my cancellation and did the buy out process, which was $237. I 100% visited this gym 3x per week for the duration of my 16-week challenge. This is a horrible company and only wish that these gyms read the fine print when working with a D rated company.

  Business Response

  Date: 08/29/2024

  Please accept this response regarding the complaint from ****************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement **************** signed with the Fitsmart Program at 9 Round Kickboxing in *******, **. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make changes between **************** and the Fitsmart Program. On March 11th, **************** signed an agreement (attached) for a 12-month membership. This agreement has a 16 Week Program included that provides an option for cancellation after 16 weeks provided specific criteria is met (outlined on the 3rd page of the attachment). Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, **************** agreed to this membership.
  
  NAC received Ms. ******* request for cancellation post marked 8/7/24 which included a copy of her attendance. While **************** claims she completed the required visits, her documentation does not support her statement. Because NAC is not a party to her agreement, there is no action able to be taken outside of the approved options provided for cancellation from our client, the Fitsmart Program. We always recommend reading the agreement and terms to any customer who contacts our offices for clarification and we strive to provide this information in a professional concise manner.

• Initial Complaint

  Date:08/16/2024

  Type:Product 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.

  Ive been attempting to cancel a subscription, the company informed me about 2 months ago that I have to send a letter requesting cancellation. So I sent the letter. My subscription is still not cancelled. I reached out again in hopes to get an answer as to why its not cancelled to which they claimed they never received my letter. I dont care about the 2 months of money I lost. I just want my subscription cancelled.

  Business Response

  Date: 09/03/2024

  NAC is a payment processor and not part of the agreement between ****************** and Black Hole Brazilian Jiu Jitsu. ****************** contacted our offices on July 12 requesting to cancel his account. A response was provided to him the same day indicating that Black Hole requires him to send a certified letter to request cancelling his membership as a 30 day notice for cancellation. As of this date, NAC is not in receipt of this correspondence nor has it received any instruction from Black Hole Brazilian Jiu Jitsu that the membership should be cancelled. We strive to provide the most accurate information available to our client's customers even though we may not be able to meet their every request. 

• Initial Complaint

  Date:08/14/2024

  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.

  Upon reading the many complaints here, I can already tell you that mine is a common theme. The contract I signed as part of the 16 week challenge, similar to others on this board, requires dates, mine and a gym representative initials, which my gym representative forgot to do. However it was clear to NAC that this was the gym representative's error on his part, as you can see in my attached email that he sent me the sign in sheet himself, with incorrect cancellation instructions. I sent the sheet the instructor himself gave me along with a copy of his email via certified mail on 7/13/24 only to receive an email on 8/13/24 that I did not meet the requirements because the sheet was missing dates and initials. Why would it take an entire month to figure this out? Something that was easily corrected the very next day by the same gym instructor upon him finding out the sheets they provided at the facility could not be used for cancellation. On 8/14/24 I emailed them the attached sign in sheet I corrected with the facility, only to receive another email from them that the form should have been sent with the original request on 7/13/24. NAC's part is to continue billing if you have not meet the 16 week challenge, however despite the facility clearly being on my part, it appears NAC's main concern is to continue billing the account of someone already struggling to make ends meet. I am sorry, NAC, that the same facility that signed me up for this challenge did not initially provide me the correct form, but as you can see, they are clearly trying to remedy the issue. You received the corrected form within one day of your request, and you are clearly out to continue billing me. My next withdrawal of 8/20/24 and all future withdrawals should not take place because I have not used the facility since July. I am requesting my contract be cancelled immediately otherwise I will need to further pursue this to the highest channels of unconscionable contract practices.

  Business Response

  Date: 09/03/2024

  Please accept this response regarding the complaint from ********************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement ******************** signed with the Fitsmart Program at Modern Martial Arts in ************, **. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make changes between ******************** and the Fitsmart Program. On March 7th, ******************** signed an agreement (attached) for a 12-month membership. This agreement has a 16 Week
  Program included that provides an option for cancellation after 16 weeks provided specific criteria is met (outlined on the 3rd page of the attachment). Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, ******************** agreed to this membership.
  
  NAC received ********************** request for cancellation post marked 7/13/24 which included a copy of his attendance. While ******************** claims he completed the required visits, the documentation does not support his statement. As mentioned by ******************** in his complaint, he is aware the attendance was not verified by a club representative nor himself on each of his visits and therefore NAC has not been authorized to cancel the agreement.
  
  Because NAC is not a party to her agreement, there is no action able to be taken outside of the approved options provided for cancellation from our client, the Fitsmart Program. We always recommend reading the agreement and terms to any customer who contacts our offices for clarification, and we strive to provide this information in a professional concise manner.

• Initial Complaint

  Date:07/30/2024

  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 filing a complaint against NAC and ****** Total Body for deceptive contract terms and unfair cancellation practices.I enrolled in a 16-week challenge at Teddys Total Body, but the contract specifies a 12-month term. I was assured the 12 months was merely for payment purposes and my actual commitment was 16 weeks. Now, I am trying to cancel my membership due to medical reasons. The gym requires specific medical forms for cancellation that request excessive information and infringe on HIPAA privacy rights. My healthcare provider cannot comply with these intrusive requirements.Impact on Others:Such practices likely affect other customers. Misleading contract terms and unfair cancellation policies cause distress and financial strain, while invasive medical requirements violate privacy.Requested Resolutions:Contract Cancellation: I request the immediate cancellation of my contract with Teddys Total Body, effective immediately.Contract Correction: The contract should be corrected to accurately reflect a 16-week commitment and provide transparent terms for all customers.Fair Cancellation Policy: Teddys Total Body should accept standard medical forms and revise their cancellation process to be fair and non-intrusive.Cease Collection Efforts: ********************* should halt collection activities related to this dispute until resolved. Fees and charges should be reviewed in light of these issues. I hope this complaint prompts a review and resolution that benefits all affected customers.Thank you for your attention.

  Business Response

  Date: 07/31/2024

  Please accept this response regarding the complaint from ****************. NAC is a third-party payment processor who is contracted to process the recurring membership dues as outlined in the agreement **************** signed with the Fitsmart Program at Teddys Total Body in ***********, **. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make changes between **************** and the Fitsmart Program. On February 21st, **************** signed an agreement (attached) for a 12-month membership. This agreement has a 16 Week
  Program included that provides an option for cancellation after 16 weeks provided specific criteria is met (outlined on the 3rd page of the attachment). Additional options for cancellation of the agreement are provided on the second page, Section 2 and by signing the agreement, **************** agreed to this membership.
  
  On June 19th, **************** contacted our customer service center and indicated her account should have been canceled because 16 weeks had passed since she joined the program. The representative went over all of the options of the 16-week program and explained to **************** that she had not completed the requirements for cancellation. At this time, **************** began using profanity with the representative and terminated the call.
  
  On July 2nd, **************** submitted a request to cancel for completing the 16-week program. In her attendance logs submitted, **************** only attended for 11 of the 16 required weeks for early cancellation. She was notified via email on July 18th that her request was denied because she had not completed the attendance requirement for early cancellation.
  
  **************** continued communication through both email and phone indicating her contract was illegal and she refused to make any additional payments. **************** then stated she was ill and needed to cancel. She was sent the medical cancelation form to be completed by her physician as outlined in her membership agreement for the Fitsmart Program. This form does not require any HIPPA related information and is only the determination of a ** that a customer is unable to use a fitness program. Over the course of this communication **************** repeatedly used profanity towards our customer service representatives and was combative about the terms of the agreement she signed.
  
  While NAC is not able to meet the needs of each of our clients customers, we strive to provide accurate information to each customer that contacts our office.

  Customer Answer

  Date: 07/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22067821
  
  I am rejecting this response because:

  As NACI mentioned out of the 16 weeks I attend 11 weeks other time I was ill and I sent a doctors note as they requested,  I paid for all 16 weeks I'm not asking for refund, when I sign up I ask why the contract says a year instead of 16 weeks they told me it was just for the purpose to breakdown the 16 weeks payment this was a lie and deceive full, because I was very clear that I can NOT committee for a whole year since I have medical issues and a variable schedule and they have specific hours that will prevent from me attending any longer than the 16 weeks, they even offer me a discount if I agreed to stay longer than 16 weeks witch I refused for the same reason, and this contract strongly favors the Gym and my understanding is that any contract the favors one party is invalid and this contract is, since they refused to cancel I told NAC that in that case I will attend even I can do much, but they don't want me attend neither.

  I'm not asking for refund I'm only asking for cancelation, that will be only fair since I was told I not eligible to attend when  ask why not, I was told because the 16 weeks had ended, 
  
  
  Regards,
  
  *************************