ComplaintsforBody Renew Alaska LLC

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a customer of Body ******************** since January 2015. I paid every month from then till February of 2023. My phone number changed between registering with them and 2023. I also had fraudulent charges and had to cancel my card. However, Body Renew still had my correct physical address and my email. I never received a statement or an email about a past-due balance and hadnt visited the gym in YEARS. In reviewing my credit report on 1.9.24, I noticed I have a derogatory account for $149.50. After that, I reached out to Body Renew via phone multiple times, but no one ever answered. I then sent an email requesting a copy of my contract and any balance due to ******************************************* The response was " You didn't sign an agreement you just bought individual sessions and there is no balance due" (email is attached). I then went to the credit agency and reported the debt as Body Renew told me I didn't have a contract, or a balance due. I received notice from Experian that this dispute was resolved and removed from my report. Yesterday (2.22.24) I received a packet in the mail from ************ Services stating they validated the debt and it will be reported against my credit report AGAIN. In the packet was a contract I signed in 2015 (9 years ago), that Body Renew did not provide me when requested on Nov 28, 2023, and said never existed. After reviewing the contract's terms state that: I will receive a physical copy only upon request. I requested it and was told it didnt exist. My credit score has dropped over 100 points because of this, which has caused financial hardship. All over $149.50 that I was unaware of, but would have paid if they sent an invoice. I am trying to buy a house and my credit has been ruined over this. This has caused a great deal of stress, work, and hardship, but I am willing to pay Body Renew this amount to keep this off my report. Please make this right and request ************ Services remove this from my report.

  Business response

  03/05/2024

  This has already been resolved as she Paid her past dues and I pulled balance from collections.  Furthermore she was suppose to remove her complaint from the BBB.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There has been multiple occasions that I have complained to the business about unauthorized charges being pulled from my personal bank account. I have stressed to the business that I cannot afford to pay them as I am not currently employed. On multiple occasions I have called the business requesting that they stop the recurring payments and the business refused. I have asked for a refund for the months that they have been charging me that I have not been using their facility, they refused. I have asked to cancel my membership and they are asking me to risk my health during a pandemic to enter their facility for membership cancelation. I asked for an alternative to cancel over the phone and they refused. They refuse to turn off payments though I no longer plan to use their business. The business has charged me numerously at the amount's of $20.00 per transaction multiple times per month.

  Business response

  01/31/2022

  The member came in and created his account on 6/6/2020, which was in the middle of covid. As stated in our contract, cancellations must be done in person or with a written notice that is mailed to the business. It was noted in the customer history that they called on 1/20/2022 and were told that they would have to provide written notice. At this time, no concerns for safety due to covid exposure were expressed. On 1/31/2022 member came into our location and completed a cancellation form.

• Initial Complaint

  05/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled with Body renew back in 2019, after trying to use their gym for a week. My key card wouldn't work, and trying to get someone to buzz me in on my limited time frame I signed up for wasn't easy. So I followed how it said to cancel in my contract. I went asked to cancel, the girls at the front had me talk to a man in the back that I handed my cancel request paper, he typed in the computer and said he was done. I never heard anything from them again until my debt card declined. I attached and email I wrote and saved in pFD to give more information. Body renew keeps claiming I never cancelled. I asked them why their employee never followed their procedures when I did cancel as told in my contract. I found out they had been charging me this entire time, and even raised how much they were charging me and even charged me during the city wide lockdown mandate due to covid. I have tried to get them to refund my money that they stolen, and also end all business with me.

  Business response

  05/21/2021

  Thank you for providing Body Renew with information on your experience, we are truly sorry you feel that way about us. Unfortunately, the account of events from the Member are not entirely aligned with our records and staff notes.
  
  After extensive review of ******* ****** account, the Customer Service team has discovered the following findings:
  
  On May 18th 2021, the Member called and spoke with the Customer Service Manager regarding her delinquent account. The Manager did confirm that the account was active, as a cancellation form was not found for the account. The Customer Service team had searched all records, both paper and digital forms, and did not find any record of a cancellation request being submitted for the Member. The Manager did inform the Member that paper cancellation forms were atypical, as Body Renew had been utilizing digital forms since 2017. If the Member did cancel using a paper form at the club location, the yellow carbon copy backing would have been given to her upon completion. If she could provide her copy, Body Renew would correct the error in processing. The Member was informed that without a cancellation request form submission, the account was still active and was currently past due for three invoices.
  
  The Member stated that her gym key tag had never worked since sign up, which caused her to seek a cancellation and why she had no visits recorded to the gym. Unfortunately, there is no evidence that her key tag was not functioning, as the door system records all key scans, including failed attempts and errors.
  
  In regard to the club closure, Body Renew members were promptly and properly notified of the closure and options for their memberships, such as cancellations, freezes, or to remain active. Memberships that remained active were automatically upgraded to include the open location(s), at no cost to the Member. As the upgrade came at no cost to the Member, her consent was not sought. Body Renew notified members through text, email, and mailed letters on January 12th, 2021. The Customer Service team has discovered that the contact phone number on file for the Member is outdated and incorrect, however the email address on file is correct. The Member was also emailed a second reminder on March 17th, 2021.
  
  On May 19th 2021, the Member called into the Customer Service department and requested to speak to the Manager. The Member stated that her bank was reviewing the payment history that was forwarded to the Member the day prior. They had found that she was charged during the months that the gym was closed due the mandated closures in 2020. I did let her know that notifications were sent out in March 2020, informing members of their options during the Coronavirus mandated closures. Members could choose to cancel, freeze, or continue to pay and receive a 200% credit of dues collected to use at the gym. Body Renew did not receive a response or option choice from the Member. However, the Manager informed the Member during the phone call that Body Renew would refund the drafts that occurred during the closures. The Member did not agree, but said she would check with her bank and call back.
  
  In regard to the membership rate increase effective September 1st 2020, all members, including the Member, were informed by text and email on July 31st, 2020. Again, the members were given an option to contact Body Renew and further discuss membership options or their financial situation on a case-by-case basis. The “E-Sign Consent” refers to the consent from the Member to receive notices and disclosures electronically, unless expressly withdrawn by the Member. Our records show that all notifications of facility and rate changes were sent to the Member in a timely manner for her review. Additionally, numerous calls and emails have been placed in efforts to reach the Member regarding her past due since March 11th, 2021 and received no response until April 30th, 2021.
  
  
  Body Renew has continuously attempted to notify the Member of any changes to the Membership service in order to keep the Member informed and better assist her with requests. As there is no record of a cancellation request submission, the Customer Service team is unable to verify that a cancellation request form was submitted in 2019 for this account. As the account is now past due nearly 90+ days, the account is subject to be transferred to a collections agency, as stated under the “Default and Late Payments” policy. Body Renew would like to resolve this matter to avoid collections. The Customer Service team can assist with a cancellation once a payment has been made. Additionally, the drafts during the closures will be refunded back to the Member, with a processing time of 3-5 business days. Again, thank you for providing valuable feedback, Body Renew truly appreciates your time and patience. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677-2567.

  Business response

  06/08/2021

  Response and resolution has been sent through the Consumer Protection Unit. 

  Customer response

  06/28/2021

  I called the Better Business Bureau on Monday June 21st, 2021. To inform them that Body renew had followed through with the resolve they offered through the Consumer Protection Services. I was delayed in sending this, since I didn't have a way of scanning the letters from Consumer Protection and Body Renew to my computer to attach an email to the Better Business Bureau until this morning. ABC sent me their response by email. I have attached the Letter from ABC, Response from Consumer Protection and Body Renew. 

   

  I didn't receive the letter from Consumer Protection Services until June 18th 2021. They sent it on June 16th, 2021. Body Renew had responded to Consumer Protection on June 7th, 2021 and that letter was in the package from Consumer Protection Services. I received the letter after Body Renew had closed for the day on June 18th, 2021. I hadn't received anything from them concerning the refund or cancelation of the account or stopped sending me to collections. So I waited until Monday June 21st, 2021 at 9:12 AM to call Body Renew to ask how the resolve was going to be handled. I spoke with Jennifer. She asked me what the question was. I told her I received the letter from Consumer Protection with the Body Renew response included in the package. She said Ok, what is the question? I said How do we handle the refund, Before i could include the cancellation. Jennifer told me that they had already sent the Refund. I was confused because I didn't know when they were going to send it or how. She also provided the number to contact ABC Financial concerning the refund, to check with them. I checked my bank account, and yes they did refund me on June 15th, 2021 188.00 dollars. I might be off a few cents or dollars, I don't have my bank account opened at the moment. 

  I called ABC Financial at 9:24 am on June 21st, 2021. Spoke to Faith. Faith confirmed that the account was cancelled and that the refund was sent to me. I asked her for a paper stating that. Faith told me they could only provide a general response, that Body Renew would have to provide more information if required. Faith sent me the email shortly after. 

  I then called the Better Business Bureau at 9:57 AM on June 21st, 2021 and spoke with *******. To confirm the resolve had been made. She informed me to send this email with detailed information of how the resove was handled. 

  The situation with Body Renew has been resolved, here are the attached letters. The PDF resolve from Body Renew to ******* ****, is the scan of both letters, One of Consumer Protection, and the other Of Body Renew response and resolve,sent to me on June 16th, 2021 from Consumer Protection Services package i received. 

   

  Sincerely 

  ******* ****.

  ************

*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. ↩