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

  ********,

  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,
  
  ***********************

  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,
  
  ***************************

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair 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 signed a 6 month contract with Burn Boot Camp beginning 6/10/2022 and ending 12/10/2022. On my contract, it states the 6 months end December 10, 2022. **** continues to charge me on December 10 for another month. They state that in the contract, my membership will start charging me month to month. I did not know I was supposed to cancel my membership after the 6 months were over, since the contract says the membership expires December 10th. Their argument was that I was still supposed to cancel 2 weeks before the 6 months were up in order to not be charged again. I believe this is very sneaky. I asked for a refund, and they declined. I disputed the charge on my credit card account. I got my money back. An administrator from Burn Boot Camp texted me last night that if they dont get their money back from the merchant processor, they will be sending the money I disputed to collections. They said to settle this I can allow them to rerun my card. I do not believe I should have to pay this, as I was deceived. My fianc signed a month to month contract that is attached to mine. I thought that once my membership ended after the 6 months, his would since it is connected to mine. Both of our Burn Boot Camp Apps said our membership ends 12/10/2022 yet they still charged us.

  Business Response

  Date: 12/20/2022

  ******* singed a 6 month membership. After signing the membership agreement she was sent a copy of it for her records.

  Item number 5 in the membership agreement sates how to cancel a membership - there is a form in the gym to be completed.

  After the initial term is completed, the gym membership goes month- to month, at the same rate as their contracted term. See item 9.  

  Since ******* did not request a cancel, her membership went month-to month. In order to stop billing, a cancel form needs to be completed, then the membership is terminated. This still has not been completed. Rather them completing a cancel from, the charges were disputed with the bank. 

  Her fianc, *******, signed his own agreement and has his own gym membership he singed for. His membership was month-to month from day 1. He also never requested to cancel his membership. Rather them completing a cancel from, the charges were disputed with the bank. 

  We have been in business for 5 years. This is the same membership that thousands of people have singed before them. Nothing has changed. Every member is provided a copy of their agreement that outlines what they agreed to then they signed up to be a member. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18614745
  
  I am rejecting this response because this does not solve the issue. I have not been to the camp in a month. I thought once the 6 months were up, my contract would be over. This ************** more about money than they do about their clients. I disputed with the bank, who gave my money back. An administrator from Burn Boot Camp said if they dont get their money back from the bank, they will send me to collections. I am waiting for further action from the bank to determine if they will get their money back or not. I am not going to pay them just for the bank to give them their money back, this would be double paying them. This company has no customer service. They do not care about their members. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/21/2022

  *******. Thank you for following the proper cancelation policy as noted in the membership.  Your account was closed on 12/20/22 after you came into the gym and completed the cancel form. 

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 8/26/22 I began the process of pausing my membership at this facility as I had a medical note from my doctor. ( I was pregnant and could not attend the bootcamps anymore ** of vertigo). I was told by the owner, ***************************** that I simply needed a medical note to pause my membership and whenever I was ready to resume I could unpause it. However, on 8/29 I was charged another ***** monthly membership fee and then again on 10/25 another ***** fee and I NEVER had resumed my membership. When I asked to be refunded, the response took zero accountability and they did not refund my money and made up an explanation about why I was fraudulently charged. I spoke to other people who experienced similar situations and were charged fraudulently after pausing their membership at the **********************************************************************************. They lie and are sadly stealing money from their clients. It is sad to see a business with zero ethics or professionalism.

  Business Response

  Date: 11/29/2022

  ******* is back to being an active member in out gym/community. All issues have been resolved. I believe this was a pre-mature review before we had a change to rectify the situation.

  Customer Answer

  Date: 11/30/2022

   
  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,
  
  *************************