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:12/20/2023

  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.

  We apologize for any inconvenience as it is never our intention to have any memberships go into collections status. We made several attempts to reach out regarding a past due balance but were unsuccessful in reaching Jaren. The only contact attempt was him asking about being 15 and being able to work out on his own. Any 15 year old can use the facility without supervision as long as the conditions of the legal guardian signing at point of sale are met. I do not have any logged contacts regarding his intent to terminate as he would have been directed to our support page for ease of termination. When Jaren joined, he joined online in essence forging an online consent form from a legal guardian. This is why the account was debited. I will reach out to our compliance team to see if, with this forgery of adult consent, he would be eligible for a reimbursement as I do not believe he would be. Please allow me to look into this a little further and get back to you. We once again apologize for any inconvenience with this account. Have a great day and I will be in touch soon
  On Mon, Dec 18, 2023 at 10:44?AM O2 Fitness wrote:
  This message was submitted through the website. Please follow up with Craig directly.
  
  
  
  Name: Craig ********
  
  Email: ***************.
  
  Preferred Club Location: Charleston - West Ashley
  
  Topic: Membership Status
  
  Message: I'm writing because a grandson received a collection letter from Aldous & Assoc, Holliday Utah for $252 as of 11/30/23. In a call to the debt collector where they were informed the individual Jaren ******** is a minor whereupon they "removed" the account (ref 3360424). Further investigation revealed 02 Fitness debited his Navy Federal Credit Union account for $49 on July 15 2023, more than 2 months before his 16th birthday. There were multiple attempts to debit his account as he was trying to call and cancel the membership. Consider this an attempt to retrieve his funds without legal action.
  
  
  
  

  Business Response

  Date: 12/20/2023

  Member joined via our online portal. Upon checkout this member agreed to the TERMS and CONDITIONS of our agreement stating that he was of age to enter into a membership agreement. After a few months, the account began to run arrears. We made several attempts to contact Jaren with no response. All of our accounts are turned over to collections after 3 months of delinquency.

  When we first heard from Craig, we made an attempt to reach out to clarify (see original complaint). We received no response to that before this filing. Member's account has been removed from our collections partners. 

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:
  
  Jaren really didn't care about the $49, he doesn't and has never been in the gym. The problem I have is teaching him financial management. He, at 15 was just taught a lesson...like a whole lot of folks who sign up for "trial" membership and forget to cancel or think it will just go away and it doesn't. The initial O2 response was he committed fraud by using his "parent". The site doesn't ask for any parental info. Yes and I pointed it out to him, it does say you must be 18, but no age verification criteria. The fact is they were aware he was 15 by virtue of phone contact. Problem is, they sent it to collections and having worked a couple of decades in the collection/finance world, I know this could come back and bite him in the future via the second and tertiary collection industry. O2 can pull the account in writing and provide evidence and refund him the $49. The question is why didn't they just cancel the account after the first attempted draft?
  
  Sincerely,
  
  
  
  Craig ********

• Initial Complaint

  Date:10/07/2022

  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.

  O2 Fitness closed 4 locations and according to their representative are "Working diligently to process refunds." I was told originally it would take 3-6 months, which is somewhat high but I can understand and work with that. To date, I have still not received a refund and it has now been 7 months. I have emailed asking for status updates and the answer is always "Not yet." For some reason they can give an ETA on any refund. Which doesn't make sense because I would hope there is some structure to their refund process, like refunding in batches based on last name or dollar amount of the refund. Those of us who paid for the year are being punished because this company decided to close locations in a short time frame and did not have a plan in place to make sure refunds went out in a timely manner. Not everyone paid for a full year but by the amount of time that has passed it's almost like there is one person hand writing checks. 7 months and still no refund is unreasonable, and the excuse of "We closed several locations" is not acceptable when it has been over half a year.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/10) */
  We greatly apologize for what feels like a lengthy delay in **** receiving his requested refund. His statements are accurate as they represent our communications throughout the past few months. I continue to assure him that we are working as diligently as possible to accommodate the significant number of requests but again I respect that this does not quell ****'s concern. I can only promise him that I will let him know the moment I see his request has been processed as I have been doing with all former members in his same position.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This doesn't "feel" like a lengthy delay, 7 months IS a lengthy delay. Especially for a gym membership refund. There is still no mention of a time frame or an estimated date, just "at some point" I'll receive my money back. If the situation were reversed, and it took me 7 months to pay for my membership, I'm pretty sure it would have simply been canceled. This company has my money and is not providing the service I paid for and I'm supposed to accept that instead of 3-6 months to get a refund it is now 7 months to an unknown amount of time? That is incredibly unreasonable and unprofessional. My next step will be to pursue legal action.
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  **** and I had the opportunity to talk via phone tonight. While I don't have an exact answer / timeframe for him, we did have a very nice conversation and came to an understanding together. I hope to be talking to him again very soon to confirm his refund being processed and on the way to him.