ComplaintsforGYMVMT
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Complaint Details
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Initial Complaint
03/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On August 11, 2024 I cancelled my membership with GYMVMT Macleod. I was informed by the employee of GYMVMT how many payments I had remaining due to a 30 day cancellation taking me to September 11, 2024. I notified the employee who processed my cancellation that I no longer require the membership as I have a gym at my new residence and I no longer use the GYMVMT membership. The employee showed me on a calendar how many more biweekly payments i had remaining and I agreed to those payments. No mention of a yearly improvement fee was made to me. I did pay a yearly improvement fee at the time of my sign up to cover the coming year and I also paid it last August in 2023 to cover the coming year. I did not agree to pay the fee for the coming year as I am no longer a member. Today I reviewed my bank statement and I see there is a charge for $51.45 from GYMVMT that I did not agree to. I called GYMVMT and I spoke to an employee and he said that I have to pay that yearly improvement fee and there is no refund. I do not agree that I should be paying this fee for the coming year, and I would like to please have a refund of the $51.45. I requested the address for the head office or legal department of GYMVMT so that I could make my request in writing and the employee said "I dont have that information". I do not think this is a difficult request and people who are employed by a large corporation should have an address for service available to customers upon request. I appreciate any assistance you may be able to provide me in obtaining a refund. Thank you.Business response
03/09/2024
Good day,
Attached is the members membership agreement for BBB and the member to review.
Within the terms and conditions, #** states that the Annual Facility Improvement Fee is due every year on the anniversary of the MEMBERs date of
signing this document and thus this fee is charged regardless of usage or notice to cancel.
Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Initial Complaint
08/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Joined with annual membership in July 2023.Used membership less than 6 times.Staff/personal trainers were unable to accommodate my work schedule.Contacted location in July 2024 to cancel membership before auto renewal.Was directed to cancel online or in-person only.Requested 3 online cancellations or contacts with ONLY automated response.Came to location In-person 2 times where staff was unable to help and manager was unavailable (left number and information with staff and received no call).Payments are automatically withdrawn from my account as of August 2024 despite my multiple requests to cancel.Business response
26/08/2024
Good day,
Our membership dues are based on access and not usage.
As per the terms and conditions of our membership agreements,attached, we require 30-days notice, either mailed to our head office or submitted in person at any of our locations, to cancel.
We do not have any online option to cancel and are unsure as to where **** sent his cancellation requests.
Our records indicate that **** called on 8/7/24 to cancel over the phone but was instructed to submit his 30-day notice to cancel in person, if he had come in previously as he claims, we would have been able to accept his notice even without the manager present. On 8/8/24, **** submitted his 30-day notice to cancel in-person with our front desk staff and his membership is set to end on 9/12/24.
Regards,***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Customer response
26/08/2024
Complaint: 22105350
I am rejecting this response because:
the information from the business is incorrect. I made three in-person visits to the location where staff were unable to process a cancellation request. I then asked for the manager personally, at each in person visit, who was not available at any time, and whom I left a message with contact information each time. I was never contacted by anyone from the establishment.With respect to the online cancellation, I was directed to request cancellation by this method over the telephone and at each in-person visit. I detailed my request for account cancellation at each submission, and I received an automated receipt email each time that I would be contacted by the Westmount location. Again, I was never contacted by the establishment.
As I myself am a regional manager of a large dealership firm with 40+ locations across **************, I travel frequently and am not always able to visit in person. I communicated this information also with no response.
While I well understand the heavy responsibilities of management through my own experience, and more importantly customer service, at no time during this process did I find GYMVT business practices to be satisfactory.
To be clear, my complaint was NOT to argue the terms of a contract, rather the unnecessary difficulty imposed by the business to cancel after satisfying said terms after 12 months. Given adequate notice before the annual renewal, I question the 30 days notice charge despite any dissatisfaction I may have had during the term of my membership.
Sincerely,
*****************Business response
27/08/2024
Good day,
I am confused as to what issue we are discussing now.
The original complaint was stated as the following:
Complaint Involves: Billing or Collection Issues
Disputed Amount: $800.00
Desired Settlement: Refund
I have provided a copy of our membership agreement, which states our billing policy.
As the member submitted a signed 30-day notice on 8/8/24 for a cancellation that will be effective 9/12/24, he will be billed for his membership until that effective date.
This should be sufficient evidence that his desire for a refund, for almost the full amount of his term, due billing/collection issues is invalid.
As for the challenges with cancelling, the member called the club on 8/7/24 and was instructed to submit their notice in person, which he did so without issue on 8/8/24 - this should show that the process is straight forward.
If the member asked to cancel in their previous 3 in-person visits,it would have been their choice to not follow the terms and conditions of the membership agreement and then leave without submitting a notice to cancel.
Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Customer response
28/08/2024
I would appreciate the opportunity to speak directly with someone in the bureau regarding this claim. I believe that the back and forth is merely conflating the issue and will not lead to resolution. I am not looking for compensation, but I believe that my consumer complaint is valid against this business where unscrupulous practices are concerned.
Thank you kindly,
****
Initial Complaint
06/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for GymVMT Gateway ******** in mid May. I asked questions about membership cancellation and pausing my membership when signing up. When I signed up for the membership, I was very clear about my job and how I leave town for work for extended periods of time. Suspending account, great. I was also told the cancellation fee was $99 and two payments (30 day notice). I asked multiple times to ensure I was understanding correctly. I signed up for a personal trainer for 24 sessions, and made sure the cancellation was only $99 plus 2 payments and was told that, yes, that was the case. When I tried to cancel, this was not the case. I was told Id have to pay around $1200 to cancel due to the personal trainer I signed up for. When going over the contract, it was all done on a computer screen that I could not see, and read out to me, and this was not mentioned. I would have never signed up. When I tried to cancel, it was due to an injury that was incurred while receiving said personal training. I only used 2 sessions out of the 24, which, with the amount I have already paid, has paid for that in full and more. I wanted to cancel and was told about the exuberant cost, and was told I needed a medical note to suspend my membership in the mean time. This did not suspend the cost for the trainer, just the biweekly membership. Initially, I tried to transfer my training membership to my wife, and that was denied, even though we live together, she has a membership, and its from the same bank account. I was entirely mislead during the sign up process. I was never told about this cost when going over the contract (again, on the screen.. not even a copy for me to follow along with, just incase I had questions), and the contract was never sent to me, either. I am looking to simply cancel my membership without any cost, besides the $99 plus 2 payments that was originally agreed upon. My wife and daughter will also be cancelling due to this and taking their business elsewhere.Business response
28/08/2024
Good day,
Enrolling members are asked to review and sign the membership agreement on a computer screen, they are free to take their time to read over everything on screen before signing, additionally, after the signatures are collected, the next step on our enrollment computer software is to confirm the email address on file as a copy of the membership agreement is emailed to the member, they may also ask for a printed copy if they desire, all to give them a chance to review their agreement on their own time and take advantage of the cooling-off period to cancel.
The email address we have on file for ***************** is *******************.
Attached are the membership agreements for **** and the BBB to review the terms and conditions, including but limited to cancellation, obligated dues, and transfer of sessions.
Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Customer response
28/08/2024
Complaint: 22088948
I am rejecting this response because it has not resolved my issue. The complaint was not taken seriously, nor are staff being advised of this protocol. I was never told the information about cancellation for a trainer, nor was I able to see it on the screen as the screen was not facing me. I also asked that the cancellation fee is for sure $99 plus 2 biweekly payments, even with a trainer, and was told a resounding yes, when clearly that isnt the case after my interaction trying to cancel it. I was never told about the cancellation for a personal trainer being any different. I still seek for this issue to be resolved fairly - as I stated in my initial complaint. Ive more than paid my share for the training sessions I have used, which has only been two and which left me injured. As stated, my work is volatile and I am out of town sometimes for extended periods of time, hence why I mentioned this and asked about the cancellation policy at sign up. I do not see it as fair at all, when I was not advised correctly at sign up, and was unable to see the screen for myself to clarify the details. I just want my membership cancelled with no fees at this point, as I havent gone for a couple months, due to injury and then work.
Sincerely,
*****************Business response
28/08/2024
Good day,
The issue seems to be around the obligation around the personal training.
The training plan in question offers a significant discount for purchasing 24 sessions in bulk vs individual sessions, and this benefit comes with its own terms and conditions.
These terms and conditions were agreed to in signature by the member in person, and then they were emailed along with the agreement to *******************.
At this time, there is nothing we can do as the member signed off on the training agreement which is non-cancellable.
Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Customer response
29/08/2024
Complaint: 22088948
I am rejecting this response because still hasnt resolved my issue.
Sincerely,
*****************Initial Complaint
06/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had been trying to contact GYMVMT about my account cancellation since late June 2024, when I was notified that I had to move out of the province for an urgent professional reason. I had been calling their service line and leaving voice mails, but I didn't get any follow *** until recently (late July 2024). I understood that cancellation required a 30-day notice, and I had been looking to start that process since late June 2024 as soon as I moved away from ********They were extremely reluctant to acknowledge my previous efforts to get in contact with them, so in the meantime, they ignored my previous calls or voice mails and continued to add charges to my balance. In fact, they added another one last week, and they said that I owed them about C$93. By the way, the contract says no charges should accrue since the notice of cancellation. But they insist on accrual until the balance clears. That breached the contract. They basically refused to acknowledge anything I said while adding charges to my balance.Business response
26/08/2024
Good day,
As per the terms and conditions of our membership agreements,attached, we require 30-days notice to be submitted in person at any of our locations,to cancel.
I believe that ****** has confused "receipt of the notice of cancellation" with us receiving his 30-day notice notice, which are 2 different things, so to clarify, all fees prior to the receipt of cancellation, validating that the cancellation is effective, are owed, and no fees will be accrued after the membership is canceled.
Currently, ****** still must clear his outstanding balance and submit his 30-notice to cancel.Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Customer response
26/08/2024
Complaint: 22100653
Please confirm that my contract is on a month to month basis.
Sincerely,
****** ****Business response
27/08/2024
Good day,
You have a month to month membership that will continue to bill until canceled, as per your membership agreement.
Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Customer response
28/08/2024
Complaint: 22100653
Since the agreement stated that no amount should be accrued since the notice of cancellation, I will only be paying for the balance before that.As a common law practice, emails are considered a notice of cancellation.
Sincerely,
*********************Initial Complaint
26/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Dear *** or madam.Hello, This is ***********. Gymvmt ************** *************** I joined this gym on the 11th of July after a week of free trial in the second week of July. Aleeyah showed me three different types of membership, which was the cheapest, middle, above-middle version. I have asked several times, "The cheapest membership also can take classes as well?" and a staff member named ******* said Yes multiple time, and I don't think there's a problem with this because I've asked the same question multiple times (more than three times), because If the cheapest option has classes, It is really good enough, I really did not want to pay more for classes. My partner has also heard about it. However, the money that passed my card was a mid-level membership, When I realized it, I complaint of it, because I didn't know i joined that membership. also I didn't get a detailed explanation about it. staff ******* changed her words a little bit and told her boss, "She wants to choose a classe-only membership!" I attached original letter and email conversation by PDF file.Thank you.Customer response
26/07/2024
The employee who deal with this situation by the e-mail with me said that if he did not accept what he suggested, he would ignore my e-mail. So I sent an e-mail to the customer center. Attached is the updated letter content and email content.Business response
28/08/2024
Good day,
Enrolling members are asked to review and sign the membership agreement on a computer screen, they are free to take their time to read over everything on screen before signing, additionally, after the signatures are collected, the next step on our enrollment computer software is to confirm the email address on file as a copy of the membership agreement is emailed to the member, they may also ask for a printed copy if they desire, all to give them a chance to review their agreement on their own time and take advantage of the cooling-off period to cancel.
The email address we have on file for *********** is ************************
Our offerings on our webpage as well as our in-person presentation are simple and straight forward, I have attached a screenshot of our membership offerings to show what each price point offers.
I have also attached the membership agreement for Inha and the BBB to review the terms and conditions.
Regards,
***************
MANAGER, MEMBER SERVICES
AYRFIT | GYMVMT // HER GYMVMT
************************************************************, AB, T2H 2V6
This message contains information which may be confidential, privileged and intended only for the individual addressed. Unless you are the intended recipient you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message.Initial Complaint
04/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I emailed GYMVMT on April 29th to let them know I needed to cancel my membership. I accepted I would need to pay an early cancelation fee.They continued to withdraw money from my account until the account was empty.I emailed and said I had cancelled on April 29th. They said I had to go in to cancel. I explained I can't. I moved away and have severe rheumatoid arthritis which prevents me from getting around. I also cannot drive.They said I could call and they would email me the form but that I would have to pay $188.85 which is insane since they continued to charge me after I had cancelled. They will not help me in anyway.I don't want to give them anymore money.Initial Complaint
05/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I signed up for a 7 day free trial in GYMVMT at Macleod. They made me sign up for a membership before I could start my trial and took my bank account information. Before the 7 day free trial terminated, I called and asked to cancel any membership that was going to be charged under my name since I didnt want to sign up for it, they told me I needed to go to the gym, so I went. When I was there, I told them exactly the same thing, that I wanted to cancel everything and for then to take my bank information out of their system, but they told me they had nobody under my name in the system, I tried to give them my ID but the receptionist said they didnt need it. After looking everything up I was told I wasnt in the system because it was a free trial, I was still confused since I did give my bank information anyways, but they told me I wasnt anymore since it was only a free trial and if i had been charged, to just take it up with the bank. I left, and a month later, 3 charges from them had been made in my account, a total of $160 and I spoke to the assistant manager but they told me the most they could do is refund me all that but still charge me a cancellation fee, even though when I tried to cancel without a cancellation fee or before the free trial ended, they lied to me and told me I wasnt in their system. I said that I could take it up with my bank since this was an unauthorized charge anyways, but they told me I would end up in collectionsInitial Complaint
30/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Dear *** / *****,I would like to file a formal complaintagainstGYMVT. I got admission in ******* 12 Feb 2024. During my admission with GYMVT, one of theiragents named ***** told me that your biweekly fee will be $65. I will sign a monthly contract. As well, during my joining on Feb 12, 2024 he told me to go for trainers which included $65 bi-weekly and ***** told me to sign some long documents. He technicallywas ******* that time as far as I remember and I signed those documents. I continued my GYM however when I told them that I want to discontinue in Mid April. Then, the main cruelface of GYMVT came out, and ***** told me that you have to pay $520 with two bi-weekly fees. I am okay with thetwo bi-weekly fees . However, I could not accept $520 Fee for the trainer fees. I alreadytalked withtheir management; however, nobody is listening to me. They told me that I have to pay $520 first and they will go for cancellation. Otherwise, they will charge biweekly regularly.I earnestly request to the Better business Bureau. Please take some necessary action about thismatter.Thanks *******************************Initial Complaint
16/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
November 2021 I signed up for a biweekly membership at $***** and annual sign up of $59. I was given the run around due to not having my second dose of the ***** vaccination. The manager at the Glenora ******** GYMVMT location (has since closed down) was very rude, condescending, unprofessional and didn't offer any means of support other than to ridicule and say no, nor was I offered a early out fee as spoken about by others, the manager simply said no, with no solution or help. I no longer felt welcome, safe or wanted to come back to any of the companies establishments. I was refused, denied, ******** when trying to properly cancel the membership with this gym. I had/have no intention of returning to GYMVMT after this incident, and all of the issues occured before I had the chance to workout at the gym! Yet I'm charged $1000 in collections, meaning GYMVMT 2 years later is messing with my financial goals and adding more unwanted stress once again! I had the stressful and ******** situation to change credit cards, dispute charges and still deal with harassing emails and phone calls from GYMVMT demanding payment? For what? The employees and company's unprofessional service or not holding up to there end of resolving issues? $1000 for what?! The breakdown doesn't make sense, at 26 bi-weekly payments in a year x ***** membership fee =$544.70 plus $59.00 annual fee = $603.70! Was interest being charged for a collection which I had no contact/clue about other than the pleasant threats given to me over the phone by your employees in December of 2021! I am only aware of this collection charge due to inquiring about my own credit score, to my disbelief I found GYMVMT charging me a collection of $1000! The following is the charges I inquired before changing credit card, including the ones disputed:November 15 2021: $***** November 29 2021: $***** (disputed)December 10 2021: $***** (disputed) February 4 2022: $0.01 February 18 2022: $***** (disputed)Initial Complaint
13/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The main reason for this complaint is solely due to the fact that they make it impossible to cancel the membership if you no longer live in the area, I am unable to come in and provide a signature to cancel the gym membership and because of that I am still going to be forced to pay for a membership that I can not use. I cant go in and even if I did I know they are going to continue to try and convince me to keep my membershipCustomer response
13/12/2023
Yes I called to try and cancel my membership and was told to send an email to ******************************** saying that I was no longer near the location and could no longer justify the membership, only to be called and told that I need to come in and cancel my membership despite the fact I told them I am 2 hours away
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Customer Complaints Summary
29 total complaints in the last 3 years.
11 complaints closed in the last 12 months.