Complaints

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• Initial Complaint

  Date:06/09/2022

  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.

  In February I got a membership at Movati, one year long, $91/mo. The services were good, and I liked the gym.
  
  However, this month I lost my job. I'm moving back to my home town and will take a 50% pay cut (now only making $30,000/yr) and I will be living 3 hours away from any Movati Athletic.
  
  I asked to cancel my membership (as Anytime Fitness had let me do it no problem when I moved) and they said they would not let me do that.
  
  So not only do I need to pay $91 a month out of my incredibly tight budget for a service I can't use, but I'm worried they will keep charging me in February and I can't confirm with them in person that month because I'll be living a 38 hour drive away.
  Also, the reason I got the premium membership was to go to their London location, and now it's closed.

  Business Response

  Date: 20/09/2022

  Thank you for taking the time to reach out concern and providing us the opportunity to address your concern. We are sorry to hear about the loss of your job – and I can see from the notes that our Brantford Team was able to provide you with some solutions.

   

  As outlined in your original statement, you have signed a one-year agreement with Movati Athletic. This agreement means that as long as the club is open – at its address outlined on the agreement – then the member would be responsible for their dues. The address of the member is not considered a term of the agreement.

   

  We know life happens and many of our members move home or work addresses throughout their membership with Movati. For those that made a commitment to Movati but are moving too far to use one of our clubs – they have the opportunity to transfer their membership commitment to a family member or friend. Many members in similar positions have also found success in advertising their membership on an online marketplace – like Kijiji – in order to transfer their membership to another community member.

   

  Moreover, if you haven’t moved yet – you are welcome to visit your local Movati location to submit your cancellation, for the end of term, in advance. For example, your membership agreement is committed until February 12, 2023. You could visit any Movati location to complete the cancellation request, for it to be cancelled, effective February 12, 2023. Upon signing the form, you receive an electronic copy sent to your inbox, immediately. Moreover, you will receive an email of confirmation once processed by our administrative team.

   

  I have also noted that you chose the Select membership which allows you to place your membership on hold for up to three (3) monthly payments per calendar year. It looks like you were able to complete your freeze request earlier this month and your subsequent three monthly (3) payments were reduced to $0 (September, October and November), leaving only your December payment of $95.36 for 2022.

   

  You would, of course, be eligible to place your membership on hold for three (3) months in 2023. This would cover the January and February payments, remaining on your membership agreement. You can also submit this request in advance of your move by visiting any Movati location.

   

  In summary, if you are unable to transfer your membership to a new member, you could utilise your freeze and cancellation request options to cancel your membership before your move – with one remaining payment of $95.36.

   

  We hope this has addressed your concern and we wish you the best of luck in your move and new job!

   

  Business Response

  Date: 20/09/2022

  See attached file