Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  I toured the facility and signed up for a 6-week program. I was emailed a blanket diet program they give everyone, and sent an email on setting up access to the gym. They swiped my credit card, and that was that. The diet program emailed was advertised as free to anyone who toured. I never signed anything. Unfortunately, the next day, I was diagnosed with a heart problem that needed further evaluation from a specialist. I have since been diagnosed with several issues and have had to move to have support since I am a single mom raising 4 kids. I emailed the gym right away, to let them know I was sick and was unable to utilize their program. For one, I was in my right of rescission in ******** and for 2, I never signed a contract or anything else stating I had no right to cancel. The law alone in ******** provides that I have a right of rescission, and I contacted the gym owner immediately. I have since been told my account has been put on hold. The issue is that I can not go to a gym, unless the gym has medical professionals who can respond to a cardiac event and 2, I no longer live in the state. The gym owner refuses to abide by the law.

  Business Response

  Date: 05/06/2025

  To Whom It May Concern,
  We are writing in response to the complaint filed by ****** ***** regarding her membership with Aesthetix Gym.
  We take all concerns seriously and appreciate the opportunity to provide clarification on the matter. Upon reviewing our records, we found the following:
  In-Person Consultation and Membership Agreement: ****** ***** visited our facility for a one-on-one consultation, during which we spent approximately one hour discussing our program, its costs, and the full details of the services we offer. During this meeting, ****** was provided with all relevant information regarding the structure of the program and the cost breakdown. She agreed to proceed with the program, signed the membership agreement, and explicitly agreed to the terms, including the no refund policy and the commitment to the program. The signed agreement, which includes all program details and payment terms, serves as a record of her informed decision to enroll.
  Custom Meal and Diet Plan: Our records confirm that ****** received full access to her custom meal and diet plan, which was specifically designed to meet her unique needs. This personalized plan was made available to her, and it is our understanding that she had the opportunity to fully utilize and implement the plan as part of her membership. If there were any issues with the plan itself or with her ability to use it, we would have appreciated the opportunity to resolve those matters with her directly.
  Pause in Services: ****** requested a pause in her membership due to health-related concerns, and we agreed to accommodate this request by pausing her account. At no point did the member mention relocating or moving during our communication. We acted in good faith, pausing services based on the health challenges she was experiencing. Had she informed us of a move, we would have discussed other options, but that situation was never raised.
  Refund Policy and Right of Rescission: As clearly stated in the signed contract, the membership is subject to a no refund policy, which ****** agreed to at the time of signing. Additionally, under Colorado law, the right to rescind the contract must be exercised within three business days of signing. Our records, including the signed agreement and timestamped email communications, confirm that the member did not contact us within this required timeframe.
  We are committed to providing a high level of service to all our clients and remain open to assisting ****** should she choose to re-engage with us under the terms of her agreement.
  Sincerely,
  ****** ********
  ********************start="2767" data-end="2770"> Aesthetix Gym

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23275163
  
  I am rejecting this response because: I never signed a contract. If I did, I was not made aware I was. I did not receive a copy of a contract. I dont sign things without reading them so this informs me that the business is not being forthright with information. I informed the owner multiple times of health problems. As I am a single mom raising 4 kids completely by myself, going through multiple surgeries necessitated me moving. Any good business owner wouldve simply reversed the charge but this business is refusing to do the right thing. I absolutely refute his point of viewshe signed a contract thats false. 
  
  Sincerely,
  
  ****** *****