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:07/27/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 had walked into burnboot camp on 6/13/2023 to cancel my membership. Their billing cycle is on the 12th of every month. The front desk employee back dated the cancellation form I signed so that I would not have to pay an extra month. She back dated the form to 6/12/2023, my signature is also on that form that states the date of 6/12/2023. Burn boot camp refuses to give me a copy of the cancellation form I signed. The member experience director contacted me and said there was a miscommunication and that I would still have to pay the extra month even though the employee backdated the form for me. They continued to charge me and eventually sent me to collections because I disputed the charge with my credit card company. The business will not contact me back after multiple texts, calls, and voicemails. The member experience director was threatening, rude, and condescending. They sent me to collections for the amount of $250 when monthly payments were $180. The company refuses to give me an itemized receipt. I ended up paying the $250 with the collection agency, I would like a refund. I should have never been charged in the first place.

  Business Response

  Date: 07/27/2023

  REMOVED,

  You came into the gym on 6/13/23 to cancel your membership. We have a 30 day cancel policy, so you back dated the form to 6/12/23 in hopes to avoid a final payment on your membership. You received a text messaged within the hour letting (which you attached) you know we received the misdated form and you would be responsible for the final payment on 7/12/ 23 and you would have access to the gym till 8/12/23. 

  You did a credit card charge back from a charge on 6/12/23 BEFORE you came into the gym the next day to request cancellation. You then did an another credit card charge back on 6/15/23 for the gyms annual fee membership billed to everyone annually. Both of these occur $15 fees for disputing a charge.  

  You then turned your card off so we were unable to collect the final payment on 7/12/23

  You requested a copy of your cancel from on 7/26/23. It was provided to you within 24hrs on 7/27/23

   

• Initial Complaint

  Date:05/04/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  After I was promised by the seller person that I could put mine or my daughter's membership on hold when I needed with just reasons, I decided to trust and value their words, so I signed a contract with them on 3/28/23. On Tuesday 4/12/23 I went to talk to the owner to find a solution, and make sure they will keep their promises. She was confrontational since the beginning, she never listened or care about fixing my dilemma. This business made false verbal promises to me, and they took advantage of the fact that English is not my first language and then they treated me with contempt, because they already took my money.

  Business Response

  Date: 05/04/2023

  Please see attached email that was sent in follow up to her request to place her daughter I hold. I addressed her concerns and provided her multiple options. She did not want to move forward with these options for hold. She turned her credit Card off instead and defaulted her on membership for her and her daughter 

   

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20016519
  
  Yes, I received that email but only after being treated with disrespect and no consideration, they are used to put pressure on their clients and take advantage of their needs. They did not honor their verbal promises when we first talk, they only told me I have to pay, I wanted to find an arrangement  but they responded in an  irrational arrogant way.  English is not my first language and they knew this, I trusted them when I signed that contract .

  I wanted to return,  I wanted to be part of this program to better my health but their  treatment was so humiliating that I couldn't get pass that. How could I come back to a place like that?

  Sincerely,
  
  REMOVED

  Business Response

  Date: 05/11/2023

  We honored your requested for suspension when we responded via email. As we mentioned we had to review everything. 

  You are absolutely welcome back anytime. We wish you the best.

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 paid in full for an entire you at this facility (April 3rd 2022) The reason I joined this gym was because of their 6:30 pm class that I attended frequently. Because of of health issues I had to postpone my account for 18 weeks and when I was ready to come back, I had noticed that they cancelled the 6:30 class and it was no longer available. I was unaware that this situation could take place when I paid an entire year up front. I am not available to make any other class times. In October 2022 I had requested that my account be cancelled and refunded for the prorated amount. I was told by the owner that she would not refund me as I paid in full. I emailed the franchise who referred me back to owner. I requested my contract which states 8. If you have paid upfront for your membership or purchased a pricing option, or one-time purchase option (e.g., punch card, promotion, etc.), then you are not held to any contract stipulations. . This franchise owner has decided not to cancel my membership and has decided not to refund me my money as of the date I requested on October 31st (prorated from April 3rd and 18 weeks paused). In fact she suggested I use the online videos if I wasnt able to make the classes. Monthly cost was $116.

  Business Response

  Date: 02/22/2023

  Rebecca 

  Per our previous conversation we discussed that the 6:30 PM time was removed off the schedule due to low attendance. We offer seven other times a day including 5 AM. As I mentioned before, along with the franchise headquarters paid in full memberships are not eligible for a refund.

  we wish you the best on your fitness journey

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19445997
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED