BBB Accredited Business Profile

Steve Nash Fitness World and Sports Clubs

Steve Nash Fitness World and Sports Clubs

(604) 288-4540

Steve Nash Fitness World and Sports Clubs

47 years in business
Headquarters
149 10551 Shellbridge Way
Richmond, BC V6X 2W9
Additional Phone Numbers
  • (604) 288-4551
BBB File Opened: 10/12/1992
Business Started: 01/01/1970
Business Started Locally: 01/01/1970
Type of Entity
Limited Liability Company (LLC)
Business Management
  • Rylan Jay, Manager
Contact Information
  • Principal: Chris Smith, President/COO
  • Peter Tunney, Manager
  • Customer Service: Connie Geddes, Manager
Business Category
  • Health Club
  • Exercise Programs
  • Fitness Center

Additional Information
  • As of July 14, 2017: BBB files indicate that this business has a pattern of complaints concerning the following issues: Billing/Collections Issues: -Some consumers allege not being informed that one year memberships automatically renew as month t...
  • As of July 14, 2017: BBB files indicate that this business has a pattern of complaints concerning the following issues: Billing/Collections Issues: -Some consumers allege not being informed that one year memberships automatically renew as month to month contracts. -Some consumers allege being billed incorrectly after accepting promotional offers, specifically that the special incentive deal is not reflected in the bill they receive. Contract Issues: -Some consumers allege that they attempt to cancel membership but cancellation is not properly communicated within organization and consumer continues to be billed. Sales Practice Issues: -Some consumers allege that important aspects of the contract (cancellation policy, annual improvement fee) are not verbalized by sales representatives at the time of sale. BBB invited Steve Nash Fitness World & Sports Club to respond so that we could include their comments in this review. Steve Nash Fitness World & Sports Club responded to the concerning pattern of complaints by stating they already have a number of operational and service processes in place and would continue to enhance customer service standards and meet the BBB's standards for trust; a portion of their response is below: Billing/Collections Issues: -Our prepaid 12 month memberships have historically rolled over into month to month terms after a minimum committed term, as indicated in the membership agreement, however many of our current prepaid membership offers expire at the end of the minimum committed term, also indicated in the membership agreement. We currently do not offer a prepaid membership that rolls into monthly billing. -Members who have an agreement that rolls over into month to month terms after a minimum committed term have specifically initialed a section of the member agreement at time of enrollment. -As an additional service notice, email and letter mail is sent 6-8 weeks in advance of rollover dates to applicable prepaid accounts. -Membership billing will match the agreement that a member signs, and members receive a copy of the agreement for review. Our intention is to be 100% transparent during member enrollment, and to support transparency we have a new member checklist in place to ensure key points of the agreement are recognized and initialed by the member at time of enrollment. Our digital signature capture pad also details what each item is for which a member is signing. -Any special promotions are highly time sensitive with official end dates/times. Contract Issues: -A member may cancel the agreement from the day member enters into the agreement until 10 days after the member received a copy of the agreement. Cancellation for material changes is permitted within the minimum committed term as per the Business Practices & Consumer Protection Act of BC. Specifics of what qualifies as a material change are outlined in the agreement, and appropriate proof is required to substantiate the material change. If inappropriate proof is submitted at time of cancellation request, timely communication to the member ensues about why the proof is not appropriate along with what forms of proof are appropriate. -After any indicated minimum committed term, a member may cancel the agreement by providing 30 days prior written notice. A member must give notice of cancellation by a method that will allow the member to prove the notice was given, including registered mail, email, or personal delivery. -Members are provided a confirmation of receipt at time of cancellation request if request is submitted directly to head office, or a copy of the cancellation form if cancelling in person at one of our facilities directly with a staff member. Sales Practice Issues: -A new member checklist is in place to ensure key points of the agreement are recognized and initialed by the member at time of enrollment. -The digital signature capture pads used at time of enrollment detail specifically for what a member is providing a signature, for each signature required along the agreement signature path, to successfully enroll and enter into an agreement. -Membership representatives are instructed to be 100% transparent throughout the enrollment process. -Members are provided a copy of the agreement at time of enrollment for their review.

Alternate Business Names
  • FWG Acquisitions Ltd
  • Fitness World
  • Steve Nash Sports Club
  • Steve Nash Fitness World
  • SNFW Fitness B.C. Ltd.

Steve Nash Fitness World and Sports Clubs

Steve Nash Fitness World and Sports Clubs

BBB ACCREDITATION SINCE 15/08/1990

Customer Review Rating:

100%

Composite Score: