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:05/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 am filing a complaint against Onelife Fitness Windermere due to discriminatory and unprofessional conduct by the General Manager, ****** After I raised concerns about how my childrenand our familywere being treated in the ********** ***** abruptly canceled our membership by phone, with no notice and no attempt to resolve the issue.She falsely claimed I was leaving the property without my children, despite my husbandalso listed on our family membershipbeing present and authorized to check them out. We received no warning, discussion, or written documentation. Instead, we were dismissed without justification.This action appears retaliatory, especially considering we are one of the only Black families at this location. The situation highlights a lack of cultural sensitivity, poor conflict resolution, and questionable management practices.I am requesting a full reimbursement of the 2025 membership dues we paidmore than /$600 for five monthsas well as a formal investigation and response from Onelife corporate.

• Initial Complaint

  Date:05/07/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 February 3rd of 2025 the gym 24Hour Fitness, located at ***************************************** was sold to OneLife Fitness, a **************** asset. With 24Hour Fitnesss sale, my old 24Hour Fitness gym membership/contract was automatically rolled over to OneLife fitness without my consent, without my signing of any new documentation, and with zero agreement on the terms and conditions/contractual differences that came from the change of ownership. OneLife Fitness does not honor the conditions of the previous contract, which was for a 2 year membership with a +1 permanent guest pass as part of that original contract. Additionally, OneLife Fitness only operates on the east coast, 24Hour Fitness is still a national chain which is necessary for individuals who travel.I have requested an immediate termination of my unwanted OneLife Fitness membership three times to date, two by attempts to contact their unresponsive customer service department via email, the only form of communication OneLife Fitnesss customer support allows, on March ********, on April 24th 2025, and once in person on April 23rd 2025. I have received no notice of termination, have been told by the OneLife Fitness Gym Manager that they are unable to cancel memberships on site, and have had to put a protective hold on my bank assets as OneLife Fitness has a history of charging customers / sending customers to debt collection when *********************** automated system renews memberships regardless of the customers wishes.I have attempted to resolve this multiple times through the official channels that OneLife Fitness is required to provide but has failed to do so. All I am asking for is a signed and dated document from OneLife Fitness showing the termination of my now unwanted membership so I can file it as a form of self-defense against OneLife Fitnesss practices.

• Initial Complaint

  Date:02/12/2025

  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.

  Membership Cancellation Contract Validity and Immediate Action Required Thank you for your reply and for providing the referenced membership agreement. However, I must emphasize that the contract you are citing appears to be with MUV Fitness, not OneLife Fitness. Given the change in ownership, it is unclear whether these contractual terms remain valid under OneLife Fitnesss current policies.I am currently overseas and unable to utilize your facilities. Consequently, I reiterate my request for an immediate cancellation of my membership, without any further charges. If your organization maintains that the contract is still enforceable under OneLife Fitness, I respectfully ask that you provide official, legally binding documentation clearly stating that the former MUV Fitness cancellation policy remains applicable.Should this issue remain unresolved, I will explore all options available to me, including filing a formal complaint with the Better Business Bureau (BBB) and, if necessary, pursuing legal action. I trust we can resolve this swiftly and amicably, and I look forward to receiving confirmation of my immediate membership cancellation.Thank you for your prompt attention to this matter.

  Business Response

  Date: 02/21/2025

  Good Morning,

  In reviewing this account, it looks like Mr. ***** membership was cancelled on February 12, 2025.  

  We would like to apologize for any inconvenience and if we can be of further assistance, please feel free to reach back out. 

  Thanks so much!

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint regarding the childcare services at the **********, ** location of Onelife Fitness. As a parent of a 12-month-old, I have serious concerns about the safety and management of the childcare facility at this location. Despite bringing these issues to the attention of the staff multiple times, no corrective actions have been ********* of the primary reasons I chose Onelife Fitness as my gym was the availability of childcare services. As a parent, having a safe, well-managed childcare area is critical for my ability to attend the gym with peace of mind. Unfortunately, the ********** location has consistently failed to meet this standard.Specifically, I have observed older children, some appearing to be five years old or older, using baby equipment inappropriately by jumping and climbing on it, creating a hazardous environment for younger children. This behavior is not only unsafe but also disrupts the purpose of having designated areas and equipment for ********* contrast, the ************** location of Onelife Fitness provides an excellent childcare experience. The staff there are attentive, professional, and consistently ensure that older children are kept separate from the babies, as is standard practice. Unfortunately, the ********** location falls significantly short of this *********** a paying member of Onelife Fitness, I should not feel unsafe bringing my child to the gym, nor should I have to drive 45 minutes to a different location to receive the level of care and attention that should be available at all locations.I hope this matter can be resolved promptly, as the current situation has made me reluctant to use the childcare services at **********, which directly impacts my ability to use the gym facilities.Thank you for your attention to this matter. I look forward to hearing how Onelife Fitness plans to address these concerns.

• Initial Complaint

  Date:08/14/2024

  Type:Billing 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.

  On July 11, 2024, we paid $49.99 with a credit card at OneLifeFitness *****************, understanding that the monthly fee would be $29.99. However, they linked a nonexistent ***** ********** account, which we never provided. On August 2, 2024, they attempted to charge this nonexistent account, resulting in a $15.00 fee for the failed transaction. Then, on August 4, 2024, our credit card was charged the agreed monthly fee of $29.99 plus the $15.00 failed transaction fee.We spoke with the manager on duty, ******, who became frustrated. We expressed our dissatisfaction and requested to cancel the membership. It appears that someone linked another persons bank account to our membership, and now they want us to pay $90.00 to buy out the contract. This is not good business practice and is disheartening, especially as it seems to be taking advantage of an elderly person.

  Business Response

  Date: 08/15/2024

  Good Morning,

  I was just reviewing ******************** complaint, but I do not see the issues that were mentioned. It doesn't appear that anything has changed in her billing since she joined and I do not see any additional fees that were charged earlier this month. I have attached a copy of her transaction listing as well as her membership agreement for review. She is welcome to reach back out to myself or the General Manager *************************************** directly if she has additional details that I'm just not seeing on her account.

  Thanks so much!

  Customer Answer

  Date: 08/15/2024

  The complaint has been filed on the behalf of my family member *********************** my father.  

  Business Response

  Date: 08/28/2024

  Thanks so much for the update. I have followed up with the manager at that location and he confirmed that the bank account information was provided at the time of joining. When **************** came back in to ask about the late fee, he was told that they would be glad to remove that fee if updated billing information was provided. **************** did not want to update this information and chose to buyout of his agreement at that time. 

  Please let me know if you have any additional questions at all!

   

   

• Initial Complaint

  Date:08/06/2024

  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 was a member of One Life Fitness in ****************** until 6/22/23 when I went into the location and canceled my membership. I have evidence of paying a cancelation fee which is shown in their records. This should have been the end of my membership, but I later found out I had been being charged $180 a month for personal training through the gym that I was no longer a member of. This should have been closed when my membership was canceled. Also starting 12/2/23 One Life Fitness began charging me again for a membership fee. The total amount paid after membership was canceled was $2129.95.

  Business Response

  Date: 08/19/2024

  Hello,

  Thanks so much for your patience. I want to first apologize for the membership billing starting again.  The manager has refunded the additional dues that were charged in error, plus some of the personal training sessions as a courtesy. I unfortunately do not see any record of her cancelling her personal training. If documentation of a prior attempt to cancel this could be provided, that would be helpful.

  Thanks so much!

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22101524
  
  I appreciate the refund for the billing error. However, I am rejecting this response due to the fact that One Life Fitness clearly agrees that my membership was cancelled on 6/22/2023, and I paid the cancellation fee of *****. The cancelling of a membership should include everything related to One Life Fitness. How could I continue to receive personal training sessions from One Life Fitness if I was no longer a member? 
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:07/05/2024

  Type:Billing 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.

  I had an extremely unsatisfactory experience take place at this gym without zero resolve, and frankly it seems like no one cares but me. I had signed up for 3 months personal training during March, April, May for $720 per month. I had a VERY CLEAR understanding with my trainer that I could only commit to 3 months. The actual charge on my credit card references 3 months for goodness sake. There was NEVER any confusion that I could only do 3 months and nothing more. What I WAS NOT told during sign-up was that I had to cancel 30 days ahead of my last payment (so in April), even though we were all on the same page about the 3 months time-frame. Well, I was charged 06/15 for a 4th payment and cannot for the life of me get this money returned. How can I be charged for something I clearly did not want or agree to. I have not even used one iota of any June training! This is frankly a deceptive business practice and why I came to BBB. These practices are illegal! Not only was I set up on a reoccurring monthly payment even though I only committed for 3 months, but it was never communicated to me that I need to terminate 30 days before my last month. I have tried to resolve this multiple times. I have spoken with the ** on different occasions, my trainer, the Fitness Director and Corporate. I just get the shoulder shrug with very little affect displayed. How on earth is this the way to run a business?? I am extremely frustrated. I feel cheated and robbed, and like no one will listen or even attempt to remedy the situation (no I do want more training). I am about at my wits end and running out of options.

  Business Response

  Date: 07/10/2024

  Hello,

  We would like to apologize for any miscommunication regarding the personal training package for **************. All future personal training billing has been cancelled and a refund for $720 was completed on July 9, 2024. 

  If we can be of further assistance, please do not hesitate to reach out.

  Thank you!

  Customer Answer

  Date: 07/10/2024

   
  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

  Date:01/30/2024

  Type:Billing 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 wrote an email to Onelife Fitness corporate to cancel my account in almost a year ago and am still being charged. It is easy to sign up for Onelife fitness right at the physical location, however, cancellations are made hard by not being able to cancel in person, there not being a phone number to call. It has to be done by email. They did not honor my first emai and continued to charge me for a year. It is a predatory practice.

  Business Response

  Date: 04/18/2024

  See attachment

• Initial Complaint

  Date:01/27/2024

  Type:Billing 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.

  Even after terminating my membership which I have email confirmation, they keep charging me. I had to put stop orders on my bank account and then now they charged my credit card. I already requested termination multiple times in person and via email with confirmation. They also tried to bill my bank via a different corporate name to work around my stop order.

  Business Response

  Date: 04/18/2024

  See attachment

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21208804
  
  I am rejecting this response because:

  the email from the company clearly states my membership will expire 11/27/23. 
  I gave 60 day notice, which is more than the 30 day notice they require in their terms. They keep trying to bill more and more months. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/09/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 called to cancel my membership in July 2023. I was told I had to call an 800 number to cancel. I did that and was told membership was canceled. I continued to be charged $180 for 3 months. I am now being told I must cancel in writing. I asked for copy of contract that states that and have not heard back from GM at the site. I see I am not the first person being scammed when canceling membership.