ComplaintsforPhysique Plus Fitness Center, Limited
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Complaint Details
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Initial Complaint
12/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On October 15th 2022 I stated my intention to cancel my gym membership when my contract was up by communicating with the following individual who told me I could cancel via email if I needed to: Greg H******, MS, ACSM HFS General Manager Physique Plus **** ******** *** ********* ** ***** ***** ******** ********************* Since that point I have been charged an end of year maintenance fee as well as a month membership fee after my membership should have ended. I received prompt responses from this individual up until the point I requested to cancel my membership and have not been sent a reply since.Business response
01/11/2023
Good Morning *******,
Per our conversation earlier today, I am sending an explanation for the following case.
ID: ********
In response to the complaint I contacted ****** ****** this morning. Apparently there was a misunderstanding in regard to online cancelation. He had sent an email to manager Greg H****** in October, however Greg was no longer employed at that time. The email account was specifically used by Greg and the password was unavailable to us until recently.
****** did not call the facility directly to inquire about his request for a refund. Without a call there was no way we would know that he canceled and was still being billed. I was able to search through email, found his request back in October and will honor his cancellation request. Per my conversation with him we will refund the membership fees and the end of year maintenance fee. His account will be canceled and no further billing will occur. ****** was informed that I will issue the refund today 1/11/2023 and that it will take 3 to 5 business days to reach his account.
Thank you
Customer response
01/16/2023
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,
****** ******
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.