ComplaintsforFit4less

• Initial Complaint

  19/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  THE FIT4LESS I EXPERIENCED THIS AT IS 1925 DUNDAS STREET N5V-1P7 option not available here on website. Great facility. Reasonably clean, polite employees and loads of good equipment. I enjoyed my time here through and through. That being said, the company itself values money over loyal customers. In my first few weeks, I temporarily misplaced my card, and they wanted to charge 28 dollars just to replace my card! A tiny piece of plastic. (In contract it says they may charge. No amount indicated, which is a bit strange as every other extra charge is specified.) I ended up finding it and didn't need to, but that's not the topic I plan to discuss- just another example to add to my point. My child emptied my checkings account on his PS4 games and while that was being resolved- I missed a payment with these guys. $13.55. I woke up this morning to the email saying so. The email said it will be removed from my account on the next payment date. Great. The email also said that I'd be charged a $25 late fee, as was indicated in the contract. That brings the total of my next payment to $55.35. That being said, this situation is circumstantial- I have never ever missed a payment, and had the ability to pay through different means. With this being the case I called in hopes they'd be able to see that and waive the fee as it hasn't happened before, nor will it happen again. To go from 13 bucks to almost 60, with no one willing to work with me in an already difficult time, is disheartening to say the least. "Theres nothing we can do, its in the contract". Ok! Cool. I gave my 30 days cancelation- which i did over the phone... Guess what? The contract says you absolutely can't cancel over the phone. It's wild to me that the contract only applies if they're making money from it. I'm a single mom, I don't have the luxury of giving away cash for fun. "Oh well it's in the contract" is a very harsh and cruel way of dealing with people who give you their hard earned money.

  Business response

  25/08/2023

  Hi There, 

  Fit4Less will be reaching out directly.

  Thanks!

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled my monthly membership for my Husband and I and they still charged a yearly membership fee. I’ve been paying monthly fees and when I cancelled they told me I would need to pay for 1 more month to cancel which I agreed to on June 27th, however they charged me a yearly gym fee of 118.80. This is completely unfair as I had cancelled.

  Business response

  18/08/2023

  Hi There, 

  Fit4Less has handled this internally.

  Refunds have already been issued.

  Thanks!

• Initial Complaint

  27/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  as of july 25th 2023 2 weeks after canceling my membership i was charged an extra $50 for apparent missed payments however i have the bank statements on o prove they had received the $12 every two weeks. the company has stated that they can’t do anything however they never stated anywhere saying they would ever charge $25 for apparent missed payments

  Business response

  09/08/2023

  Hi There, 

  Fit4Less will handle this internally and reach out to the member. 

  Thanks!

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had called the fitforless branch at 7205 Goreway Drive L4T 2T9 twice on the June of 27 2023 to cancel my membership and I was told it was processed. I had sent a mail to confirm the same but got no reply. I did go to the center on July 6 2023 to confirm as well if it was canceled but the person at the front desk told my "ok you want to cancel it and 30 days notice is required, giving August 3 I believe as the last day". This means that the one who I called earlier did not process the cancellation. Had it not been mentioned in the fitforless website that we can do it via a phone call as well I would have not called and hoped for it to be canceled but done so rather at the branch in person. Due to this an extra biweekly charge is being placed on me which I need a refund for as I had requested cancellation on the June of 27th 2023. Also a request to please have a proper online service for membership cancellation as doing in person is not always feasible.

  Business response

  12/07/2023

  Hi There, Thank you for reaching out and providing us with this information. 
  
  As Fit4Less requires 30 days notice for membership cancellations we have back-dated the 30 day cancellation on the membership effective 2023-07-27 as the email was sent to the club on 2023-06-27 .
  
  The last payment to be withdrawn will be on 2023-07-13 with access ending on 2023-07-27.

  Thanks and have a great day!

  Customer response

  12/07/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my membership mid Jan 2023 at fit 4 less Bowmanville by following the steps listed on fit4less website calling in and talking to a gym representative and giving my phone number and date of birth, after my last gym visit in Dec 2022 due to the distance from the gym being to far from where I currently live. The representative on the phone was very helpful and said she would process my cancelation. After traveling abroad I noticed my membership in had not been cancelled and was still with drawing $13.55 from one of my bank accounts bi-weekly that I do not use very often. I called into the gym and left a few messages for the manger no one ever called my back. This was an on going struggle for months . Finally in June 16th I called the gym back and talked to **** who advised me they have not had a manager for a while and to email the gym and provided the email address. That the staff member probably forgot to hit the FINISH button when canceling my membership. That same day I emailed the club with my issue and concerns, and finally heard back on Jun 21st 2023 form ******* ******** who didn't ever address my first name correctly in her email offering to only refund my dues from May and June. The membership should have been cancelled in January at the start of the year. Since I cancelled my membership I have had 11 biweekly with drawls of $13.55 starting Jan 17th 2023 , 1 with drawl of $63.27 Mar 14 2023 and 1 with drawl of $4.84 July 4th 2023 for a total of $217.13 that should never have happened .

  Business response

  12/07/2023

  Hey There, 

  After reviewing Fit4Less will handle these concerns and communication internally.

  Thanks!

  Customer response

  18/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have not heard from Fit4less since sending the information, even though its mentioned they would handle It internally.

  Sincerely,
  
  ******** *****

  Business response

  25/07/2023

  Fit4Less and the member have connected

• Initial Complaint

  31/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  l am a member of the club which they deduct the money biweekly. On May 30th, they deduct $70.04 without any reason. Now, I have been trying to call them and they are not answering at all. I want my refund and also want to cancel my membership.

  Business response

  02/06/2023

  Hi There, 

  The payment of $70.04 that was withdrawn on 2023-05-28 breaks down to the following; $13.55 for the regular biweekly membership payment and $56.49 for the non-refundable annual fee that is charged each year on/around the membership anniversary date as listed in all membership contracts. 

  This membership has been placed in a 30 day cancellation as requested by the member, this membership will end on 2023-06-29. Please note- As Fit4Less requires 30 days notice for all membership cancellations members are responsible for any payments scheduled during that time. A letter confirming the cancellation has been sent to the email address on file.

  Thanks.

• Initial Complaint

  30/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my membership a bit before the month of May had started and the emails have said I would not be charged after the 28th of this month. My question is why then, am I getting a $57.00 charge from my bank account from today (the 29th of May)? Is this a cancellation fee that I was not given knowledge of? Why am I getting nearly 60 dollars taken from my bank account without my knowledge?.. My membership # is *********

  Business response

  02/06/2023

  This matter has already been rectified in club.

• Initial Complaint

  19/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I was a member at Airdrie Fit4Less. Membership number: ********* for several years. I have not used the membership in several years as I soon got a job in Calgary. On May 1 in preparation to move, I closed my bank account. I also made the 45 min. drive to Airdrie to close my membership and pay any remaining dues. They informed me that I could not do it there, but had to email the manager. I asked them specifically if that could then all be done by email, and that I would not have to drive back out as I'm moving... I emailed the manager *** *****, who did agree to cancel my membership but informed me that 2 more payments would be charged. A total of 14.83. I asked her to waive these as my account is closed, and I don't even have a way to pay - at the time I looked online... there is no payment option. She informed me, that I'd have to drive back out to a fit4less to pay. I called a Calgary fit4less and asked them about my situation. They told me: 1.I have to visit a location 2.I have to pay debit or credit 3. they weren't sure if I could pay future payments in advance As of today, fit4less has sent an email saying they could not withdraw a payment and would be charged an additional 25 dollars. An account I already informed them was closed. So now, I still have no way to pay - as they won't accept cash, even if I make the long drive to a fit4less. Additionally, there would presumably be ANOTHER 25 dollar charge when they attempt to charge the account a 2nd time!! I had no issue with paying the 14.83 if they provide - or provide a way to pay it in cash. I want this to be resolved. I will pay 14.83 in cash (even if this means mailing it), but I would like the 25 dollar charge waived. Thank you.

  Business response

  24/05/2023

  The Region Manager will be reaching out to the member regarding this.

  Customer response

  25/05/2023

  
  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.
  
  Sincerely,
  * **** ************** **** *** ***** ** ** **********************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a member of the club which they deduct the money biweekly. On April 28, they deduct $70 without any reason. Now, I have been trying to call them and they are not answering at all. I want my refund and also want to cancel my membership

  Business response

  01/05/2023

  Hi There, 
  
  After reviewing your account we can see that you were charged $70.04 on 2023-04-28. This charge breaks down to the following; $13.55 for your regular membership payment and $49.99+tx for the Annual Fee that is charged each year on/around your membership anniversary date as stated in your membership contract and is non-refundable.
  
  We are sorry to hear that you would like to cancel your membership with us. We truly appreciated having you as a member of the Fit4Less family and want to thank you for allowing us the opportunity to have helped you to achieve your fitness goals. As per your contract Fit4Less does requires 30 days notice for cancellations, the last payment to be withdrawn from your account will be on 2023-05-26 for a pro-rated amount of $2.91. Your access to Fit4Less will end on 2023-05-29.
  
  Thanks, and have a great day! 

• Initial Complaint

  26/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 31st, I talked to an associate about changing my direct deposit and he guided me through how to do it on the kiosk. A few weeks later I noticed that my payment did not go through as it was still trying to access funds from the original direct deposit. On April 17th, I saw the same associate and he recalled changing it with me so we repeated the process and he said there was a charge of $25 for missing the payment and insisted I pay it. I told him I'd rather not as we both know I updated my direct deposit. He told me to see the manager the next day. That same day I recalled I got an email notifying it was updated and went in to show the manager that the next day. I showed the manager that next day and she said I needed to actually go into that email and approve the changes! Never did the associate tell me I needed to do such, he was as confused as I was why my information wasn't updated initially. She told me it was my fault and I should read things more carefully. That email is so deceiving as anytime you update information with most anything you get an email saying hey your info was updated if this was you ignore it... I didn't even give this notification the time of day and nobody informed me I should. The associates should be better trained on this and let you know about this information!! Looking to be refunded for this fee!!

  Business response

  01/05/2023

  Hi There, 
  After reviewing your account we can see that your 2023-04-04 payment was returned to us due to the payment being returned us by the bank as the account provided does not allow for pre-authorized payments. When a payment is returned to Fit4Less as unsuccessful there is a $25.00 service fee that is charged for each missed payment. The attempted bank change on March 31st was not in enough time for the 2023-04-04 payment as the bank does require 5 business days for payment information changes. We do understand there was an error with updating the banking information on the 31st however, even if the banking was updated successfully it was not in enough time. We are not able to refund this fee. Thanks.

*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. ↩