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:05/24/2024

  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.

  100% scammer - Gyms & other companies beware NAC is 3rd party money collector for gyms trying to stay afloat & could be working w/FITSmart. They claim they are following the contract but the gym owner had no ************** wouldn't listen to the owner. Gym was 100% a victim in this too. The gym owners provide everything but the signing up & marketing; they receive only 5-10% of money people are paying. My situation:I was excited to sign up for a fitness challenge. I needed to lose weight, get in shape, this could get me started. At an intro meeting, rep that was talking was not a part of the gym but a 3rd party. They did not explain they were 3rd party, I thought I was signing up with the gym. They talked about the programs as HIIT style, small groups, everything you wanted to hear. Most promises were false. I was planning on completing the challenge BUT you can't plan for sickness. I ended up being sick starting in Jan. (month the challenge started) & still currently have problems (4 months later). Lung & coughing issues wouldn't allow me to work out & I would end up throwing up. I realized this challenge couldn't be completed. I was in contact with the gym ********** was wonderful & understood my situation. THEN I realized how nasty NAC is, you can't end challenge unless you are dead. I submitted a doctor's note, they wanted their form. I submitted their form, it required an end date & we had no idea what that was, so my doctor just randomly put a date. Then they wouldn't cancel the contract, it would just start again after that date. That date came & we submitted another form. Then NAC emailed me saying since I didn't complete the challenge, I am actually signed up for a 12 month membership!!! No one anywhere, anytime said this but they snuck it in their contract. It was supposed to be a 4 month challenge & it became a nightmare. I paid for 3 months, only went 1 and they won't refund anything & claim they did me a favor to end contract.

  Business Response

  Date: 05/29/2024

  NAC is a third-party billing services company and does not enter into contracts with customers of any fitness programs. Our role is to follow the contract provided to us and relay information to customers that is written in the membership agreement. ************** signed up for a one-year membership program through Fitnesssales.net at Treign Fit in *************, ** on January 3, 2024. A copy of this membership agreement is attached for reference. NACs role is to process the payments for this membership agreement and serve as a hub for receiving cancellation requests for our numerous clients.
  
  The guidelines for cancelling a membership are provided on Page 2, Section 2 of the membership agreement. Item 1 addresses Ms. ****** concern about cancelling for a medical reason and outlines the steps to do so. On March 1, ************** left a voicemail for NAC requesting to cancel for medical reasons. *** replied with an email detailing the terms for medical cancellation in tandem with the medical disability form as described in the membership agreement.  
  
  On March 11, NAC received the medical disability form from ************** which indicated she had a medical issue that would prevent her from using the program for a period of 3 months. This form is also attached for review. NAC received confirmation from Fitnesssales.net to freeze her membership program for a period of 3 months. This did not satisfy ************** and she emailed our offices on April 8th, stating she was unhappy with the time frozen, demands her account be closed and threatened to leave an unpleasant review with the BBB and file a complaint with the state AGs office.
  
  After forwarding Ms. ****** correspondence to Fitnesssales.net, NAC received authorization to close Ms. ****** account with nothing further due on May 13th. This information was relayed to ************** at which time she demanded a refund for her previous payments. *** explained her account was closed as a courtesy as she did not meet the requirements for a cancellation and her account was frozen in accordance with the dates provided by her doctor.
  
  As stated, NAC is only a processing center and does not retain payments from transactions process and forwards all collected monies to the designated parties. At this time, NAC has informed ************** of who to contact regarding a refund and assured her that her membership was cancelled. NAC remains committed to providing the most accurate information to our clients customers in a courteous and professional manner even when the customer may not like the policies of NACs clients.

  Customer Answer

  Date: 06/07/2024

  After seeing the attached agreement they had for me, I see now there is fraud involved in addition to my original case. On the agreement you can see that I wrote the program was 4 months.  It was crossed out and someone wrote 12 months (not my handwriting).  It was marketed on ******** also for 4 weeks, it was never mentioned once about 12 months until I requested to cancel only due to illness.  My doctor did not know what my illness date end would be (I am still struggling), but an end date was required.   

  The 1st payment they took from me was for the 1st and last month.  They were notified plenty of time before the last month, forms completed. I am due minimally 1 month refund but in reality everything I have had to deal with I should be fully refunded.   I never would have signed up to begin with if they would have been honest I was signing up with a 3rd party.

• Initial Complaint

  Date:05/17/2024

  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 a contract with Anytime Fitness Gym. NAC handles the money collection. The agreement was 3 times a week for 16 weeks. After which if you wanted to cancel you have 5 days to send a certified letter of cancellation. It started on Nov. 20, 2023. I wasnt able to meet the 48 classes on time. However I did complete the 48 visits and continued to pay monthly. Now they say I have to pay monthly until Nov 2024. The other option is buy out contract for $200. I would like to know what my options are.Thank you *****************************

  Business Response

  Date: 05/21/2024

  NAC is in fact a third-party billing services company providing billing and software services to the health and fitness industry. As such, NAC provides information that members sign with our clients to facilitate their knowledge of the terms of their membership. NAC spoke with ****************** and her husband on May 17, 2024 to provide an explanation on the contract she signed with Fitnesssales.net through Anytime Fitness in ******, **. A copy of the signed agreement is attached for reference. On May 17th, the options for cancellation were explained as described in the membership agreement over a couple of phone calls. ****************** and her husband terminated the calls before complete explanation was able to be provided, however the terms for cancellation she has stated in this complaint summarize the options available to her for cancellation. Please review page 2, Section 2 for the various options of cancellation for this membership. NAC is happy to assist **************** with any questions she has pertaining to the agreement she signed but is unable to make change outside of the executed agreement, as NAC is not the services provider. Thank you for the opportunity to review this dispute at hand.

  Customer Answer

  Date: 05/31/2024

  I have sent my Dr. note as the company requested  I sent it certified mail and it has arrived it their business last Saturday May 25th. I have not heard anything from them at all. So I dont know if they have closed this or not.

  Thank you

  *****************************

  Customer Answer

  Date: 06/12/2024

  This is the note I sent them from my Dr. ********** recieved it on 6-6-24. They told me that it is under review and that it takes at least 15 days to make a decision. They also said that if the back condition was preexisting they wouldnt accept Dr. note. I was then told I would be notified by email of the outcome. With that being said I believe its just another way of getting one more monthly payment, since I signed the contract on 11-20-23. As I have said before that I signed up for 16 weeks and they are saying that since I didnt do the 3 times a week for 16 weeks they are now charging me for a whole year.

  Thank you

  *****************************

  Business Response

  Date: 06/13/2024

  NAC receives cancellation requests on behalf of many of its clients. Our company policy is to have all requests responded to within 15 business days of the receipt. NAC sent an email to ****************** confirming her cancellation request was received on June 8, 2024. The date a cancellation is processed does not reflect upon when and how payments are due. Payments due on an account are calculated from the Post Marked Date to prevent a penalty on cancellations received late due to the **** or other scenarios out of the control of the customer.

  Customer Answer

  Date: 06/14/2024

  [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: 21726624
  
  I am rejecting this response because:

     1. I feel like that they did a bait and switch on me when I signed up for 16 weeks and they say it was for a year.

     2. When I signed up they charged me the 1st and last month  payment. 
     3. I feel like this is just ther way to drag out extra payments. Also when does the last payment kick in if they except my   Dr.s      note.

  
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/24/2024

  I attempted to cancel my membership with a doctor's note, but they refused to accept it because it didn't specify that my condition was pre-existing. This seems like a deliberate tactic to continue charging me extra monthly fees. Initially, I agreed to a 4-month contract, but due to their dishonest practices, I ended up paying for 9 months instead. Originally, I paid $158 for the first and last month, but I ultimately paid $711 in monthly fees plus a $200 buyout fee, totaling $921. Additionally, I was charged a $10 late fee for one month.
  
  This establishment should be investigated for their misleading contracts and deceptive practices aimed at extracting more money from people. I am requesting a refund of $595, which covers the extra 5 months they charged me, plus the buyout fee they unfairly imposed.
  

  Customer Answer

  Date: 06/24/2024

  I attempted to cancel my membership with a doctor's note, but they refused to accept it because it didn't specify that my condition was pre-existing. This seems like a deliberate tactic to continue charging me extra monthly fees. Initially, I agreed to a 4-month contract, but due to their dishonest practices, I ended up paying for 9 months instead. Originally, I paid $158 for the first and last month, but I ultimately paid $711 in monthly fees plus a $200 buyout fee, totaling $921. Additionally, I was charged a $10 late fee for one month.
  
  This establishment should be investigated for their misleading contracts and deceptive practices aimed at extracting more money from people. I am requesting a refund of $595, which covers the extra 5 months they charged me, plus the buyout fee they unfairly imposed.
  

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  After a 1 year contract will a local gym on a promotion based contract at $79 per month. The gym called me in to sign me up for another year at their regular fee of $150 per month. To which I answered I could no longer afford. They said thank you and I said thank you and we parted ways. 3 months later I'm sent collection letters stating I'm on a month to month with NAC because I initialed an a part saying I'm supposed tu cancel ViA certified letter. The address given is a PO BOX. Certified letters cannot be accepted at PO BOXs. Further more they're contract is misleading . I cannot return to the gym because I can't afford the gym at $150 and their obligation ended with me when February when mu time was up. But NAC is still charging me for a gym membership that I can't go too because they're done with me and NAC is not a gym. Disgusting is what I call these tactics

  Business Response

  Date: 05/09/2024

  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 ********* of ********* Wellness & Athletics 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. As you can see by the attached membership agreement, ************** initialed the front page of his agreement agreeing to preserve his monthly rate and agrees that his membership will continue on a month-to-month basis after the initial term. On the reverse side of his agreement under Section 2, number 6, it states After completion of the original 12 month term (from date Agreement was signed) and conversion to a month-to-month basis as indicated on the front of this AGEEMENT, the Member may cancel the AGREEMENT upon giving a 30-day written notice sent via **** Certified Mail to NAC at the address listed *****. All payments must be current prior to cancellation approval. As of the date of this response, NAC is not in receipt of any such request for cancellation. If ************** would like to cancel his account, he must follow the terms of the agreement he signed. We hope this resolves the item in question for **************.

  Customer Answer

  Date: 05/10/2024

  [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:04/18/2024

  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 joined a fitness challenge back in January 2023. After completion of the challenge, we were supposed to be released from the contract. I continued to go to the gym for a couple additional months, and they continued to charge my card for $69. After I stopped going to this gym, the *** billing company continued to charge my card, and I had to cancel the card because no one was in the gym nor was there any information to contact the billing company. I paid this company $69 per month for almost a year after I completed the challenge and stopped going to the gym. It is now March 2024, and I have finally been able to contact this billing company because they sent a bill to my house. I was told that I need to bring my account current and send a certified letter to cancel the membership or the account. Today, I paid them $207 and brought the account current. I have also sent the certified letter, yet they are saying that this account will still not be closed and remain active pending another final payment. I don't know what else to do; this company has predatory practices and even after they are paid, they maliciously find reasons to keep your account active to continue the charges. They threaten to turn your account over to collections if you don't pay them. These practices are unconscionable and need to stop.

  Business Response

  Date: 04/19/2024

  Please accept this response regarding the complaint from **************. NAC is a third-party payment processor who was contracted to process the recurring membership dues as outlined in the agreement (attached). ************** joined a fitness program with Fitness-Sales.net at ****************** on December 9, 2022. 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 any changes between the customer and the contract holder.
  
  ************** agreement states it will continue on a month-to-month basis after the initial 12-month term. This is noted in the monthly payment section and is also initialed by **************, thus indicating her agreement to the renewal. Additionally, on the second page of the agreement in Section 2. Number 6. the cancellation process instructions for cancelling the month-to-month portion of her contract indicate a 30-Day written notice must be provided to close the membership.
  
  Her statement that contact information was not available for ************** to cancel her account is incorrect. You will notice the address to send a cancellation request to NAC is provided within the membership agreement. Additionally, ************** provided a screen shot showing her $207.00 payment made on 4/18/24. You will notice that the payment is processed by NACEFT.COM and ************** could have visited this site at any time to find contact such as email, phone, or physical address for NAC. Her claim that NAC in engaged in predatory practices is false and NAC has provided correct information to ************** as outlined in her membership agreement. We hope this update provides resolution to ************** concerns.
  

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair 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.

  On January 13, 2024 I went to ****** gym to sign up for a 16 week workout challenge. During the sign up period we were told that after the ************************************************** email to cancel the membership and not have to pay the full 12 months. I asked the person who ran the gym if there was anything else that needed to be done to cancel and they said that was it. They advised if you didn't call within 5 business days of the end of the 16 weeks that you'd then have to cancel by Certified mail. After signing up my father became ill, and I left the state to take care of him. I have been staying with him every since to make sure he's ok. I totally forgot about the challenge until I say the last payment for the 16 week challenge come out of my credit card. So, I called them 10x times to discuss my options since I am not in the state anymore, but no one ever answers the phone. So, I emailed them and explained that I never attended due to not being in the state and that I have a knee condition. They told me that since I never attended I cannot cancel and I have to pay for all 12 months. I explained that my father is dying and I would have attended, but I am not there. They said I needed to provide a new id, bank statement, or lease showing I moved. I explained that I am staying at my father's house so I would not have changed any of my information over. I work from home, so I was able to pack up my job and move it to his house without changing any of my personal info as I am still paying bills in ********. I was then told I have to pay for all 12 months of the gym membership. Per the challenge. I can officially cancel 5/5/24 which is 5 business days before the end of the challenge on 5/13/24. I paid for the 4 months without attending. I don't want any money back, I just want to cancel the service and not have to pay anymore because I won't be attending. Please assist me in getting a resolution with this. None of this was disclosed verbally.

  Business Response

  Date: 04/03/2024

  NAC is a payment processor is not part of ******************** agreement with Fitness-Sale.net with services provided at ST Turf ******** and therefore does not have authorization to make changes without approval of the contract holder. However, on April 2, 2024, NAC received authorization from Fitness-Sales.net to close ******************** account with no further payments due. The account remains closed.

  Customer Answer

  Date: 04/03/2024

  [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:03/28/2024

  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 signed the Membership Registration and Agreement on December 6, 2022, for a twelve-week weight loss program. The total cost was $806.00 for which I paid $254.00 the day of the signing and the remaining balance of $552.00 was due through $69.00 monthly EFT installments. Unfortunately, I was not able to complete the entire 12 weeks because I injured my foot during one of the sessions. However, the $69.00 was debited from my bank account until January 2024. I sent an email to the company on January 16, 2024, explaining my medical situation and requesting that no further transaction is debited from my bank account for ******************** that were not been provided. Besides, I had paid a total of $875.00 for an entire year. No further amount was debited from my account. However, I received a letter on March 26, 2024, demanding a payment of $79.00 for February 2024. The letter further explained if I failed to submit the payment the account would be sent to the credit bureau. I am a sixty-five-year-old widow who cannot afford to pay for services that are not being rendered. Please assist me with this matter and ensure that this company does not send this account to collections. Thanks, *********************

  Business Response

  Date: 04/03/2024

  Please accept this response regarding the complaint from **************. NAC is a third-party payment processor who was contracted to process the recurring membership dues as outlined in the agreement (attached) ************* signed with the Fitness-Sales.net at ******************* 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 any changes between the customer and the contract holder.
  
  Ms. ****** agreement states it will continue on a month-to-month basis after the initial 12-month term. This is noted in the monthly payment section and is also initialed by **************, thus indicating her agreement. Additionally, on the second page of the agreement in Section 2. Number 6. the cancellation process instructions for cancelling the month-to-month portion of her contract are outlined as requiring a 30-Day written notice. ************** submitted her cancellation request, post marked 1/18/24 and was consequently scheduled to close after her final 30-Day notice payment scheduled for February 15th. ************** has not held up her end of the agreement with Fitness-Sales.net by making this final payment and therefore her cancellation would not be approved until the final payment due February 15th is completed. We hope this update provides resolution to Ms. ****** concerns.

• Initial Complaint

  Date:02/27/2024

  Type:Product 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.

  In late October I signed up for training at NS2Training. It wasn't a good fit for me. *********************** told me to call National Acceptance to get a refund. I have made numerous phone calls and left messages. I have contacted *********************** as well. He claims no fiduciary responsibility and said to contact them again. I contacted them again. Still no refund. I called again in January and she asked for me to wait another week. I waited 2 weeks. I called again and gave them my P.O. box and gave them until Monday of the next week to send. It's been another week since that deadline and still nothing.I have been trying to get this refund since the end of November. Three months! I'm so tired of making calls and leaving messages and being told to wait. I want my refund which to them might not be much but it is a lot for me. I want it sent to my apartment address listed above.

  Business Response

  Date: 02/29/2024

  NAC issued ********************** a refund check in the amount of $275 on January 9, 2024 via check number ***** at the request of the Fitsmart program she joined. As of the date of this response the check has not cleared. NAC is able to stop payment on the original check and reissue the check to **********************. We apologize she did not receive the initial refund check issued and will work to remedy this situation immediately. Please allow 5-7 Business days for the check to be reissued. Thank you.

  Customer Answer

  Date: 03/05/2024

  [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 if and only if the check is issued and received by me within the week. 
  
  Regards,
  
  ******* (***) *********
  
  

• Initial Complaint

  Date:02/24/2024

  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 am trying to cancel my 16 week fitness challenge due to a medical reason. I have sent the proper paperwork and have been denied. I tried to cancel within the 3 day cancellation period after I signed up but the representative would not tell me how to cancel. I had a doctor's note that I was not medically able to participate. I went to a specialist and was diagnosed with a foot fracture and put in a boot. I was advised not to walk on the foot. I had the specialist fill out the special medical form that National Acceptance Company sent me. I sent it back to NAC and they reported that because it is not a permanent injury I cannot cancel. I signed up for a 16 week fitness challenge. I can't use my foot for over 3 months by that time the challenge will be over. How am I to complete a challenge that is over? Also I signed up for a 16 week challenge and they put on my paper work a year membership. I did not sign up for a year.

  Business Response

  Date: 02/27/2024

  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 ST Turf ******** in ******************, **. **************** ****** she did not know how to cancel within the 3-day buyers remorse period, but the agreement she signed provides detailed instructions on how to do so in bold print (attached for review). Additionally, **************** provided a copy of the reverse side of her agreement that indicates the procedures to cancel for medical reasons.
  
  NAC has received her request for cancellation and noted her account with this information. The duration of her medical issue was labeled as a three (3) month duration and not a permanent disability as required for cancellation. *** has received authorization from Fitsmart to freeze her account for three months as outlined in her medical form until she is able to return to the facility to complete her program.

  Customer Answer

  Date: 02/27/2024

  [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: 21343031
  
  I am rejecting this response because: I asked before I signed up about canceling in case of injury. Your Fit Smart representative said you just need a doctor's note. That is a lie. The Fit Smart Challenge is false advertising. And now NAC the third party ****** doesn't care. They just want to make money off of people.

  I asked the Fit Smart representative how to cancel with in the 3 day cancelation period because I was injured and I had a doctor's note. He would not tell me how to cancel. He did not tell me to look at my contract. 

  Fit Smart representatives should respond to questions that are asked, especially for help. 

  My account is frozen now till May which is when the Fit Smart Challenge is over. How can I complete a Challenge that is over?  What if my foot isn't healed in 3 months?

  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/05/2024

  It appears that **************** has dissatisfaction with the Fitsmart Program and not with NAC and the billing services. We recommend **************** contact the Fitsmart Program regarding the sign-up process at fitsmartprogram.com
  
  **************** indicates she was not told to look at her contract for the options of cancellation within the 3-day buyers remorse period. While NAC cannot respond to what the Fitsmart Program representative may have told her, our inclination would be to read the contract signed as terms must be provided in writing.
  
  As indicated previously, Ms. ******* program was frozen until May when it is expected she would resume the challenge at that time to complete the 16-week program. If she is medically not cleared to resume in May, she should submit an additional Verification of Medical Disability form (previously provided) with the time frame she will not be able to participate. She will be able to resume the program upon medical release from her physician at the rate she agreed upon at signing.

• Initial Complaint

  Date:02/13/2024

  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 noticed I am still being charged a year after cancelling, incurring unauthorized charges at $79.00 per month - valued at approx $948.00. They are a third party billing, on behalf of ******** challenge, also a cancelled service as of the same time period. They refuse to accept a cancellation via internet, email or phone call, "requiring" that cancellations be sent via certified mail, with return receipt requested - Both at cost to the sender/client. It is preposterous to justify overcharging clients and not accept a cancellation when requested via multiple methods. I willl be sending a SECOND cancellation notice certified mail, at cost to myself AGAIN, this time with Return Receipt. Hopefully they won't ignore/lose this cancellation request.******** Gym has confirmed that they will NEVER use this service again because of NAC's "hellish" billing cycle that entraps payers into a difficult cancellation. PER NAC CONTRACT: For questions concerning your membership agreement, billing, or the Challenge program, please visit the ******** Challenge Knowledge Base which covers frequently asked questions, or you can reach out to NAC by replying to this email or calling NAC's Member Care team at *********************. NAC's billing office hours are Monday through Friday, 9am to 5pm Eastern.

  Business Response

  Date: 02/14/2024

  NAC is in fact a third-party billing services company and does not enter into contracts with customers of any fitness programs. Our role is to follow the contract provided to us and relay information to customers that is written in the membership contract. As of this date, our offices are not in receipt of any notice of cancellation from **. ***** ****. Our All cancellations must be sent to the destination stated in the Membership Agreement (in this case, the PO Box listed in the agreement attached for reference) via **** Certified Mail to ensure they are received and processed by the appropriate party. As such, we are not in receipt of your cancellation request, nor is your membership cancelled. Upon receipt of your cancellation via USPS Certified Mail, **. ***** **** will receive an emailed acknowledgement that the request is received and being processed.
  
  Please also review the attached Membership Agreement as we bill to the terms of the agreement that was signed (specifically Section 2. Consumer Disclosures items 7 and 8 and the front page directly below the term length which states [In order to preserve the monthly rate after the initial term, Member understands and agrees that at the end of the initial term, membership will continue on a month-to-month basis at the same monthly rate as indicated herein.]).
  
  *********************** stated that she cancelled, however, she has not produced any documentation showing an attempt to cancel (such as the USPS Certified Mail tracking number for your mailed cancellation, a receipt from the USPS Certified Mail tracking number for your mailed cancellation, a receipt from the USPS, or the green Return Receipt showing the delivery and our subsequent receipt of your mailed cancellation).
  
  **. ***** **** has not fulfilled the obligations for cancelling as she has not provided written notice of cancellation sent via USPS Certified Mail as is required in your contract. The purpose of utilizing USPS Certified Mail is exactly for scenarios like this where there is a claim that an account was cancelled. If we do not receive your cancellation request via USPS Certified Mail, we can still honor the cancellation request as long as proof that the request was sent per the terms of the agreement.

• Initial Complaint

  Date:02/07/2024

  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 4 a 16 week weight loss challenge where I had a programmed work out and diet plan. My goals were not met and barely lost any weight. The programming lacked and I did complete the 3 days a week that was required. I mailed in a letter at the end of the program to cancel any future payment before the required date. I didn't realize that it had to be sent certified mail so after a week of contact with the company and repeated request to cancel my membership they denied my cancelation request. I sent out a 2nd letter this time certified that was post marked after the cancelation deadline. This company is a scam and I would like an immediate cancelation of my contract after they threatened to send me to collections and for the false advertisement for the weight loss challenge. I would like a refund for the 16 weeks that I had paid for previously because I did not loose any weight throughout the program.

  Business Response

  Date: 02/22/2024

  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 ********************* 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 January 25th, NAC received a request for cancellation from ****************** post marked 1/18/2024 with a request to cancel but ****************** did not provide the documentation as required by the membership agreement and Program Guidelines ****************** signed on September 23, 2023. ****************** was provided with a copy of his signed agreement along with clarification of the cancellation requirements for his membership. 
  
  The Program Guidelines and Procedures outlines multiple criteria which must be met to cancel the membership agreement upon completing a 16-week program. This criterion includes the following: Submitting a signed copy of attendance, with a minimum of three times per week, via certified mail within 5 business days of completing the program. Additional options for cancellation are provided on page 2 of the membership agreement under Section 2. 
  
  
  As of the date of this response, the Fitsmart Program has not agreed to any alterations of the membership agreement. ****************** has sent numerous degrading and profane emails and messages to NAC expressing his displeasure with the contract he signed and at the same time demanded immediate cancellation without providing any type of documentation that would support a cancellation under any provision of his agreement. While NAC cannot alter his agreement, we have relayed this information as accurately as possible to ****************** through multiple email correspondences. 

  Customer Answer

  Date: 02/22/2024

  [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: 21262619
  
  I am rejecting this response because:
  
  I have requested immediate cancelation multiples asking for an invoice of my buyout and my past due amount for ******* which they will not provide me. They keep saying I need to pay my past due amount 1st but I have no way of doing th. Every time I go to there website it ask to log into my account which I do not have. I have not received any certified letters with any billing info on. I have asked to have my membership canceled due to medical which a letter will be mailed shortly. I have also asked for cancellation due to relocation which they have not provided that information. Also I requested this cancelation immediately in ******* but some how they continue to bill me for February. I have asked multiple times to make a payment and asked for invoice but have not been provided this option. I mailed a letter withing the cancelation date but was not certified then I sent a 2nd 1 that was certified but they rejected my cancelation request. The company is running a scam Fitness program which detailed that if I stick to the program I would loose weight. I did the 3 days a week work program for 16 weeks and did not see a difference in my weight change. I have agreed to pay my buyout fee and also the ******* fee but the decided to add an additional amount. The response from them is taking days and it's hard to communicate with them.
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/05/2024

  Our previous response should answer all questions from ******************. ****************** was provided multiple email correspondence regarding the options available to him for processing a cancellation. Instead of following his agreed upon contract, ****************** is trying to avoid payment by requesting paper statements. He has also been provided with a link to make his payment online which he has not followed through with.
  
  ****************** states he still has not received information on how to cancel his account for relocation. This information is on Page 2, Section 2 of his membership agreement (previously provided) under item number 2. This information was also emailed to ****************** on February 23rd.
  
  NAC has explained the options for cancellation and the contract terms multiple times to ******************. In response, ****************** has continued to send rude and unprofessional correspondence to NAC, such as multiple spam emails, derogatory comments, vulgar comments and continues to claim he never received any information. *** has worked diligently to help ****************** understand his agreement and what he signed up for. If ****************** does not understand any or part of the information provided, he may continue to communicate with our customer service team in a respectful and polite manner. NAC is not part of his agreement and as the billing company should not be treated in the manner described because he is unhappy with the choice he made to enroll in the Fitsmart Program.