ComplaintsforThe Wellbridge Company

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I falsely informed of membership pricing. When I attempted inquire and get clarification about what I was told, what I was billed and when I was billed, I was discriminated against and met with unprofessional staff.

  Business response

  03/29/2024

  The member received $100 in coupons when she joined and used them to take 4 Pilates sessions.  The 5th Pilates session was $18.40 more than what was left on her $100 coupon.  Member then decides to purchase a 4 pack of Pilates sessions for $107.63.  They used all 4 sessions of the new package and 1 additional session.  All Pilates sessions were used.   Our agreement that was signed by the member requires a 30 day cancellation.  Member cancelled on March 1st for an April 1st cancellation.  March dues are owed for $170.05.  The sum of $170.05 + $107.63 + $18.40 equals the $296.08 that was drafted from the member on 3/1/2024.  Member has done a chargeback that is still in progress on the $296.08.  A $53.41 refund was done in March from our Regional General Manager to compensate the member for a pricing discrepancy.  Member should be good.  If we win the chargeback all should be good.  No additional refund is required.  

  Customer response

  04/02/2024

   
  Complaint: 21480555
  
  I am rejecting this response because:

  all is not good if I dont win the charge back. Your manager told me it is unlikely I will win the charge back. I am not paying for a month of membership after what has happened. I do not feel safe at your facility and feel I was discriminated against. Im not sure if Im fully understanding your response.
  
  Sincerely,
  
  Klassie ****

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel back in September to cancel for October because yes I know the policy and to cancel the month prior. So i had talked to someone who told me that I would get a confirmation email and that it was cancelled. I noticed in December that I was still being charged. I then went into the club to ask why I was still being charged and they stated that I had never cancelled and asked me if I would like to cancel and I said yes I did cancel but they had no record so I told them to not charge me anymore and she assured me I wouldnt be charged. I got charged again for ******* more than what I usually get charged which is when I started filing chargebacks with my bank which didnt go through which means this business is trying to fight me on it but I have proof of cancellation. Im on a month to month no contract plan with all the texts to back it up but I had to file a block on sports and wellness with my bank to not get charged anymore because Ive tried to cancel 3 times already and keep getting charged. This is after they had already lied before and said our membership was for one person and not two and the person who signed us up was no longer with them so being charged wasnt the only problem we had with them. I want my money back and honestly I might take call my lawyer and take it to court.

  Business response

  02/26/2024

  There seems to have been a miscommunication between the sales rep and the customer when they sent the cancel link.  It is not a confirmation email, it is an email that needs to be completed by the customer.  Once completed it automatically gets sent to our customer service department and we process the cancellation.  That did not happen until January 2024.  There are notes in our system that a cancellation email was sent to the member in September.  I will honor that note in our system as their request to cancel and cancel them as of November 1st which is our normal policy.  November dues was $90.41; December - February dues was $93.63 per month or $280.89.  Total refund would be $371.30.  

  Customer response

  03/11/2024

  We called riverpoint again and asked to talk to a manager but there was no one available and they took our info to call back but we never got a call. This has how the communication with them has been, us reaching out and not hearing back. They said they would refund but we havent got it yet or heard anything back from them. What we did get is the chargebacks back on my account as of this week that they fought us on. When we went in person we had told them that we canceled and sent the mail but they said they didnt get it so it doesnt count even though we have the cancellation email that we sent. Just because they didn't get it doesnt mean the one we sent is invalid or doesnt exist. Thats why theres a note for back in September saying I called and cancelled. 

  Customer response

  03/11/2024

  We called riverpoint again and asked to talk to a manager but there was no one available and they took our info to call back but we never got a call. This has how the communication with them has been, us reaching out and not hearing back. They said they would refund but we havent got it yet or heard anything back from them. What we did get is the chargebacks back on my account as of this week that they fought us on. When we went in person we had told them that we canceled and sent the mail but they said they didnt get it so it doesnt count even though we have the cancellation email that we sent. Just because they didn't get it doesnt mean the one we sent is invalid or doesnt exist. Thats why theres a note for back in September saying I called and cancelled. 

  Business response

  03/22/2024

  This is a little confusing.  We talked to the General Manager who researched and found that the person who did the BBB complaint was a friend of the member who was complaining.  It appears that the issue has been resolved.   a refund has been issued and received by the member.

   

  Thanks

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I extended my membership by one month --from june 30 2023 to july 31 2023 and paid in full. After a few months this company let me know via email that i was still a member and owed them more money. Please have them discontinue their shady practice of continuing a persons membership without letting the person know, and then after a few months trying to bill them for a time when their membership was unknown and they did not use their facilities.

  Business response

  11/21/2023

  The member cancelled their membership in June and shortly after (just days) signed a form to reinstate their membership.  The reinstatement form has no reference for being just for 1 month.  I have attached the reinstatement from signed by the member.  It appears that the membership would be ongoing.   Our process is to bill for only 3 months after non payment before we auto cancel memberships.  We also sent an email each month to the member stating that they were past due.  We sent 2 emails with no response.  Teh 3rd email appears to have gotten them to respond.  With the signed reinstatement form, the debt is due.  

  Customer response

  11/21/2023

  I informed their agent, i think his name is *****, that i would be extending my membership for one month. He had the cashier figure out the price which i then paid in full. On July 31st I knew that my membership was expired and i haven't gone back since.  As noone thre mentioned anything about a longer membership' the one month extension should be honored.

  Business response

  12/05/2023

  With a signed reinstatement form - there is nothing else I feel we can do.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The credit card I have on file with them got a new expiration date in May. All other businesses where I have this card automatically got the new expiration date through their card processor. Wellbrige did not do that; instead they charged me $25 in June and then $25 in July because the card was expired. Late in June they did send a letter, but late enough that I could not update the card before the next billing cycle. They could have simply disabled my membership so that when I visited the club I would have been able to find out that they needed the new expiration date. Simple. It seems that instead they prefer to let the *** fail repeatedly such that they can collect penalty. They are a good club otherwise, this predatory practice they have leaves me very disappointed.

  Business response

  07/07/2023

  Unfortunately, we do not have our credit card processor automatically update the credit cards we have on file.  What we do have is a process that sends out a letter or email to the member 1 month prior to their credit card expiring with easy instructions on how to update their card.  We also send letters or emails to the members when their credit card declines.  When members call in to update their credit card we are quick to reverse all fees if they pay their monthly dues.  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Wife and I went in to cancel our membership in February. We handed our paperwork directly to ***** and were told that we had provided all the required paperwork and that our last bill would be in March. We were billed in ***** with no notification that our cancellation paperwork and not gone through. When we called, the ** ********, told ** that we would be refunded and that our membership fee for ***** would be refunded. In May we were charged again without any notification. After I called multiple times with no follow up I was told that they had lost our initial cancelation paperwork and that we were in a 12-month contract that could not be canceled without a doctor's note. On May 11th after receiving a note from my doctor and emailing it to the ** ****************** went into the gym to receive confirmation that they received the letter and that my membership would be canceled. When I arrived and they confirmed who I was, the employee at the front desk refused to give me written confirmation that my membership had been canceled and that they received my doctor's ******* While there every employee that was present shut their office doors and refused to help or speak to me. when I went there I was respectful and courteous, but that was in no way reciprocated back to me by the employees. No customer should be treated this way.

  Business response

  05/12/2023

  To Whom it May ******** It appears that the cancel paperwork was misplaced or lost.  We do require a signature to cancel, but in this case because of the confusion, we will credit and refund the 2 months dues for ***** & May.  We apologize for the inconvenience to our members.  

   

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

  Wellbridge

  Customer response

  05/13/2023

   
  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

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was signed up with Wellbridge in ***********, **. I received a call in November that the club had made a mistake on our account and when a member called in to cancel their card being auto-deducted, they in turn cancelled ours instead of that members putting us behind 4 months on our fees and not letting us know until we were 4 months late. They then told us we had to pay 4 months fees plus penalties, when I questioned them asking why I had to pay for so many months when it was their fault that the card was cancelled and that they did not contact me sooner they insisted that it was our fault for not being up to date. I have made many attempts to try and get this problem resolved because I did not have $415 to pay all of a sudden and they were not helpful in any way even with me explaining that it was their employees, more than 1, fault that we were behind we assumed that our payments were being deducted the way they should be. They are now threatening to send me to collections for $600. During this time I also learned that they were allowing other people to use our membership stating we were using it, I did try to explain how this was not possible because we were out of state 2 months and due to health issues and they did not listen just demanded we pay. We mainly had contact through email which I can provide if needed. Thank you

  Business response

  03/27/2023

  I have reviewed the account.  It appears it was a problem on our side.  We are crediting the account for the entire amount of $601.  We are not sending it to our collection company.  We were having a challenge with the employee communicating with the member.  This employee no longer works for us.  Sorry for the confusion.  

   

  Customer response

  03/27/2023

   
  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. Thank you for the assistance in getting this problem solved.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Wellbridge who is the parent company of Colorado Athletic Club, specifically the ********* location, charged our credit card $256 on March 1st, 2023. My daughter use to swim for their swim team but left the team in July of 2022. Back when she left the swim team, Wellbridge continued to charge our account after numerous conversations and finally reimbursed the money they were charging on September 22, 2022. This new charge of $256 is not authorized and we have no account with this company. This is theft and managers will not take phone calls or call us back regarding the situation. We are also disputing the charge with the credit card company however, no business should be charging anyone without authorization. The front desk person that I spoke to on March 1st said that there were lots of people being charged. A company is responsible for keeping data safe and protected and should no longer have access to closed account financial information.

  Business response

  03/03/2023

  We are unable to locate a memberhsip under the name of complainant. We would need the daughters name to do additional research.

  Customer response

  03/03/2023

   
  Complaint: 19529230
  
  I am rejecting this response because:
  
  

  Daughters name is *************************. They cant figure that out based on my name (the guardian on the account) and/or the address or phone number but they are able to find the credit card to fraudulently charge it?

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

  Business response

  03/09/2023

  On March 1st 2023 an incorrect file was sent to our credit card processor.  We caught the error quickly and voided all the transactions.  The charge appeared on members and some cancelled members credit card statements as "PENDING".  The charges fell off of the PENDING status and never hit the actual credit card as a transaction.  We are sorry for the confusion.  We have taken steps to improve our credit card processing process.

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory because we received a refund. It is not true that it was only a pending charge. The charge was refunded and I received the money back. It should have never occurred because that is theft. Never would recommend doing business with Wellbridge. We had numerous financial issues with the company previously as well. I appreciate the BBB response and help since Wellbridge would not respond until the BBB was involved.
  
  Sincerely,
  

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

  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a family plan to visit the New Mexico Sports and Wellness chapters of Wellbridge in September of 2022. I was told by the salesperson that I would received a discount of around $20 a month for three months so my children could try out the facility and that I would be charged that amount if I did not cancel. We liked the facility enough to keep going and I saw the changes in my autopay in December 2022. I am now being told by an aggressive management (who confront me everytime I come in and stalk me into the bathrooms) that I am not on a family plan at all, but rather a couple's plan and now need to pay an additional $20 a month for my children. I have a screenshot of a text with the sales rep showing that I originally added the children to the plan, but he gave me the wrong plan anyways. This is obviously a bait-and-switch tactic to get me to pay more money each month for their facilities despite the originally agreed upon price. I just want to keep paying the same price but have my children on the plan as I originally agreed to.

  Business response

  02/06/2023

  Attached is a copy of the electronically signed membership agreement. That agreement has nothing on it about children being on the membership.

  Customer response

  02/06/2023

   
  Complaint: 19339410
  
  I am rejecting this response because:

  The business representative (***) asked for my children's names and birthdates specifically for a FAMILY contract and said to me "I'll let them try it for free, then your rate will go up." He filed the contract incorrectly, and I dispute it.  You have allowed my children to visit the Riverpoint location in ********** since 9/6/2022 WITHOUT CHARGE, as recently as today, 2/6/2023. Charging me violates a good faith agreement and a verbal agreement given by one of your representatives. If it was only a couple's contract, why did you location allow my children access without a pass? My account is now being charged already for the children. Why do I need to pay more when you are already charging me? This is a bait and switch to say that the children could visit for free, to then be charged for them, and now be told I am not being charged for them and must pay more money to your company. 

   

  Allow the children to be added to the contract without additional charges and attend as they have already been allowed in the facilities since 9/2022 and I will accept this as resolved.
  
  Sincerely,
  
  *********************

  Business response

  02/10/2023

  Currently you are being billed a couple's membership at $156.00 plus tax monthly. If you wish to add your children at no cost, you would need to go to the facility and speak to the General Manager to see if he would allow that.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up my father on 9/2/22 for a 3 month obligation at $130 a month. He went a few times and did not like the gym. But I had already agreed to the 3 month term so I paid 9/2 10/2 11/2 At $130 a month then they charged $130 on Dec 2 again. I had sent in a signed form per our agreement on 10/19 to cancel which was well ahead of there required 30 day notice e to make November our last month. After emailing and calling **************************** in membership had agreed to do the refund for December. It never happened I waited and emailed and called with no refund. Also *************************** the guy who signed us up told me I would revive a $50 referral fee which they never honored. So we need a refund for the unauthorized charge of $130 on Dec 2, 2022 and a refund of $50 for the falsified referral fee. This company is overcharging and committing fraud

  Business response

  01/19/2023

  We need to know the fathers full name because we cannot locate a membership under the name of ********************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for a month to month agreement with the Colorado Athletic club by Union Station ******, **. The employee that signed me up reassured me there was a two week trail period. After that it was $120 a month on a month to month contract. After one month at the gym I tried to cancel. When speaking to manager she/he informed me I was in a 3 month contract and that I couldn't cancel. She/he then showed me the contact that states MONTH TO MONTH in bold. and my top receipt in bold stating MONTH TO MONTH. However, in some small print under section MONTH TO MONTH stating a 3 month contract. Very deceiving especially when no employee wanted to bring it up when signing up. After speaking with WellBridge corporate office and explaining that what happened, that this gym is too far, and wont be using this gym at all. They wont provide any kind of help. I shouldn't have to look into how I may get tricked into a contract when sighing up a for a gym. All I want is my month to month contract be month to month. Please allow me to go to gym of my choice.

  Business response

  12/09/2022

  We have attached a copy of the signed membership outlining all the terms and conditions. ****************** signed the agreement and therefore promised to abide by all the terms and conditions contained in the agreement. We also highlighted the area at the bottom of the agreement stating no verbal agreement. The membership is set to stop at the end of January per his request to cancel made on 12-8-22.

  Customer response

  12/09/2022

   
  Complaint: 18544071
  
  I am rejecting this response because: the employee that helped me get signed up never went over this contract with me. Its clearly a way to throw something in fine print when the above stated agreements says month to month. I dont see my signature on this contact. Signed electronically isnt my signature. If I would have known about a 3 month contract I never would have signed up. 

  This gym isnt the gym I want to go to. I simply want the freedom to choose the gym I want to go to. Not be forced.

  
  Sincerely,
  
  Clayton ******

*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. ↩