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:05/15/2025

  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.

  My son, ******* *******(minor), had a one year contract paid upfront with no renewal. The contract ended in November of 2024, I am being charged monthly since then and am owed ******. I have sent three emails, two texts and two voicemails. No one has responded. I called today and they answered saying they received the correspondence but there was no reason why I was not contacted. The only reason stated was they forwarded everything to the headquarters but could not give out phone numbers or emails. I need all payments after contract reimbursed immediately. If you see the emails from Nov., 2003, I initialed that this was a paid in full contract to verify I would not be auto renewed or charged monthly.

  Business Response

  Date: 05/23/2025

  We are writing in response to the complaint filed regarding ******* ********* account and the billing dispute. We appreciate the opportunity to clarify the details of the agreement and the billing process.

  Our records indicate that Ms. ********* initial agreement, was for a monthly membership with one-year minimum term, paid upfront. As per the terms and conditions agreed upon at the time of enrollment, this agreement was designed to continue as a month-to-month membership with no minimum term after the conclusion of the initial 12-month period if not formally canceled prior to that date. This ensures continuity of service for our members.

  The charges incurred after the conclusion of the 12 months that were paid up front, reflect the month-to-month continuation of services as outlined in the contract. We understand that Ms. ******* states she initialed documentation regarding non-renewal. There is no non-renewal section in the agreement. We are reviewing all associated documentation, and the portion that Ms. ******* did not initial is the Cancellation Notice. This means we agreed she did not have to provide a ***** day notice of cancellation. Ms. ******* did initial the section that requires a $30 cancellation fee.

  Regarding the requested reimbursement of $270.95, our records also show that multiple chargeback disputes have been initiated directly with financial institutions concerning these same transactions. When a chargeback is initiated, the funds are typically held by the bank during their investigation process. Therefore, any resolution regarding these specific charges must be handled through the chargeback process already in motion with your financial institution, as we cannot issue a direct refund for funds that are subject to an ongoing chargeback dispute.

  We regret any misunderstanding regarding the contract terms. Our goal is always to ensure our members are clear on their agreements. We encourage Ms. ******* to review the full terms and conditions of the agreement, which will clarify the issue.

  We consider the charges incurred to be valid based on the signed agreement and the lack of a timely cancellation request prior to the agreement converting to a month-to-month basis. We will cooperate fully with the financial institutions handling the chargeback disputes and provide all necessary documentation to support the validity of the charges.

  We hope this explanation clarifies our position and the details of the agreement.

• Initial Complaint

  Date:02/20/2025

  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.

  We have been trying to cancel our gym membership for over a year after moving out of the area. As requested, we provided proof of relocation, yet the gym failed to process our cancellation. Every time we called, we were told, "Someone will call you back," but no one ever does. Meanwhile, they continue trying to charging our account every month.Since they continued charging us despite our repeated attempts to cancel, we had to dispute the charges with our bank, we provided documentation to the bank. The bank ruled in our favor and refunded the money. However, instead of properly closing our account, the gym is now attempting to send us to a third-party collections agency for charges that were already disputed and resolved.Details:Date of the issue: Augest 01, 2024 Attempts to resolve: Multiple phone calls, submitted proof of relocation, no action ************** response: Always told "someone will call back," but no response ****************** resolution: Charges were disputed and refunded by the bank, but the gym has not processed the cancellation.Current issue:This is not only unethical but could negatively impact our credit over a false debt. We are demanding that the gym immediately cancel our membership, remove any collections attempt, and provide written confirmation that no further action will be taken against us.

  Business Response

  Date: 02/24/2025

  To whom it may concern,

  Thank you for reaching out and sharing your concerns.

  We sincerely apologize for any frustration or inconvenience you may have experienced with our customer service. ********************** strives to provide exceptional service in all matters.

  Multiple solutions to this issue have been offered in recent months. Unfortunately, the proper and appropriate information as outlined in the membership agreement was not provided. Complicating the matter further, the membership in question also had multiple chargebacks for services rendered.

  This membership has been scheduled for termination.

• Initial Complaint

  Date:01/22/2025

  Type:Order 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 completed my 12 month contract with ATL fitness, in which ended in 11/2024. I was informed that I had to give them a 30 day notice of cancellation. On 12/13/24, I completed an intent to cancel membership form. On the document, it reads that the last draft date would be 1/13/25. I was charged another membership fee on 1/21/25. I called and spoke with an employee at the ********** location. I was advised that she would give a copy of contract to the regional manager, and he would reach out to me. As of today's date, I haven't received a call, or text from them.

  Business Response

  Date: 01/31/2025

  Dear Member,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration or inconvenience you may have experienced with our customer service. At **********************, we strive to provide exceptional service.

  In this instance, the ********** location issued your refund the day after the charge was withdrawn. The charge in question was withdrawn on 01/21/25 and refunded on 1/22/25. Your complaint was filed on 1/30/25 with a request for a refund - 8 days after the refund was processed.

  Again, we apologize for any inconvenience and appreciate your patience. We value your business and hope to restore your confidence in our company.

  Customer Answer

  Date: 01/31/2025

   
  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:03/25/2024

  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.

  Sent me to collections after cancelling my account. I have proof in my payment history that it was cancelled and then they charged some more. They now are trying to collect $120 I DONT OWE THEM. Also they have employees LIVING at their location at **************************

  Business Response

  Date: 03/25/2024

  To Whom it May ***************** any service business we do our best to strive for top notch customer service. If any member of our gym has any issues with billing & payments, cancellation requests, or any other service issue our management and staff is happy to assist any customer at anytime. If this client has all the paperwork necessary which verifies his attempt to cancel his membership we would be happy to remove his account with our collections **** and make any refunds necessary. When a client signs up for membership it is understood the ***** & CONDITIONS associated with cancellation requests. They have to come to the gym in person and as long as the minimum term has been met they can opt to put in a 30 day notice to cancel membership (all payments must be current - In addition, they need to return the 24/7 access card). If they wish to not come to the gym, they have to send a certified letter via **** with intent to cancel.

  If this client has any of the documentation listed, please have them reach out so we can get this situation resolved. We have attempted to call the client on a few occasions, but no response. 

  Please feel free to reach out with any questions or concerns.

  Respectfully,

  Management

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair 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 have been trying to cancel my family membership for almost six weeks. I have called repeatedly and been told that the manager was not available, on vacation, out of town, etc. I have left messages and never received a call back. Both my husband and I have gone in person to cancel and were both told (on separate occasions) that the system was down and the manager was not present. I asked if I should dispute the charge on my credit card since they are making it impossible for us to cancel and the employee threatened to send my account to collections. In addition to not letting us cancel, this location is filthy and machines are often out of order or in disrepair.

  Business Response

  Date: 02/23/2024

  To whom it may concern, 

  We have spoken to the member on numerous occasions about the issue.

  The membership was cancelled yesterday.

  The issue has been handled.
  

  Customer Answer

  Date: 02/23/2024

   
  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. I will consider this response as formal evidence of cancellation by the business. If any additional charges are made ******** debit, they will be disputed with the credit card company. In addition, if the account is sent to collections (as was threatened via telephone by the business on 2/22/24), this response will be provided in that dispute as well.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2024

  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.

  So I had a gym membership. It was. 24 hour gym with key entry. But the gym was always left unlicked so it was filled with people I believe Many non members gaining entry. Gym full no matter what hours I went.I tried to cancel.in july 2023 the manager said I cant cancel until the new year. I go in January **** to cancel and they say have to come back next day and see a manager. I go see the manager. He says the system isnt working and he cant cancel my membership I called my credit card to stop payments., the gym continues to charge me. Even though they have not provided the service I paid for. Locked and secure 24 hour gym. So I cancel my card last month. To keep the gym from charging me for a membership I have tried 4 times to cancel.This month they were not able to charge me $57 because the card is gone.Now I get a letter from their lawyer saying I owe them $568. I have only missed one month of payment. They never contact me for another form of payment. Now threaten to file a report to ruin my credit. They will not let me cancel my membership and they are charging me for a service they never provided.

  Business Response

  Date: 02/09/2024

  To whom it may concern,

  We strive to ensure that members at are happy with their experience and to exceed expectations.

  In this instance:

  Member signed a 12-month agreement on March 17th, 2023, for two people. On January 16th, ****, we received notification of chargeback from our payment processor for the months of September, October, November, and December. At this time, Member had 3 months remaining on his membership agreement. This equates to several payments that were not paid - including previous payments for services rendered. Member was contacted multiple times about this issue with no response.

  As stated prominently on the front doors of the facility and explained to each member during the sign-up process, staff has specified hours that cover the overwhelming majority of the day. The remaining hours of the day are not staffed. Each member that wants 24hr access purchases a 24hr *********** to allow themselves into the facility when staff is not present. The only way for non-members to gain access to the facility is for current members to open the door and allow them in. Members are able to report the issue to staff via text, phone, email, and in-person conversation. No records of complaints have been found from Member.

  Management has specified hours to meet the demands of members at the busiest times of the day. However, sick days, vacation days, personal days, doctor's ************* and unforeseen circumstances occasionally occur. Unfortunately, management/staff members will not be present on planned or unplanned days away from work.

  Third-party systems, services, and software will have technical issues from time to time. When a third-party software has issues, businesses that use the are at the mercy of the speed of the third-party providers technical team. While we understand the frustration, our staff cannot solve a technical issue that exists on a third-party service provider.

  Again, we do strive to exceed expectations and provide a safe, positive, comfortable, clean environment for all of our members.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21267876
  
  I am rejecting this response because:
  I have attempted to cancel my membership multiple times and each time I am given a run around. I want my membership canceled. 

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

  Business Response

  Date: 02/09/2024

  To whom it may concern,

  Members membership was cancelled when we were provided with notification of chargebacks.

• Initial Complaint

  Date:08/25/2023

  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.

  The gym location I go to is at *****************************************************************************, which is under the same company. The company bought out my gym and requested that the previous members change their billing information to their company. I was told it would take 5 minutes, all I had to do was sign before my workout. Never was a 12-month contract mentioned, but when I tried to cancel my membership, they said I would have to pay a fee or pay for the next 8 months. I have contacted the company twice and both times have told me that I signed a 12-month contract. I believe their practice was predatory

  Business Response

  Date: 09/05/2023

  To whom it may concern, 

  We apologize for the frustration of this person and shrive to keep all of our members happy. 

  Attached is a copy of the agreement signed by the client and explained to them, as is procedure. 

  We have spoken to this client and have proposed reasonable resolutions, but they were not interested in the options offered. 

  Coach ****

  ATL Fitness 24/7

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

   

• Initial Complaint

  Date:08/12/2023

  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 up for a gym membership on 5/10/2023. I asked for the contract, and the manager, ******, stated that " The billing department will send it to you via e-mail." On May 14th we called the company asking for the e-mail and they said they would be sending it to our e-mail soon. On May 18th, we called the company 4 times and even went in person. ****** stated that we could not cancel our membership yet and that we should wait for the end of our contract to cancel. He also stated that we had 7 days to cancel and since it was already past 7 days, we would be charged for the full membership. I distinctly remember reading that I thought we had 30 days to cancel, but could not verify at the time to cancel the membership since I was not given my contract. I still didn't get my contract, so I submitted a charge back on my credit card because I didn't feel comfortable paying for a membership without having my contract. On 7/31/23 , I received a debt collection notice stating I owed $443.58. I went in person on 7/31/23 and finally received my contract that states I actually have 30 days to cancel. ******, the manager lied about the contract and cancellation policy. ****** was also very rude to us and told us we didn't know what words meant in the English language due to us being immigrants. I have a citizenship in the ********* am a doctor, so I don't know why he would act that way. I wonder how many other people have been tricked or hoodwinked into paying these scam like fees to not go into debt collection.`Update: I was charged another $100 on August 11th.

  Business Response

  Date: 08/14/2023

  We have spoken with the client on multiple occasions. While we are willing to work with members and create solutions that work for each of us, the members involved in this scenario were only open to one option - a full refund. When that option was denied, the members called their bank and had the charge reversed. At the time of the chargeback, the members had full access to all of our locations, equipment, and services. No significant changes in services were made - the stipulation in the clause the customer attached to this complaint. In regard to the remainder of the complaint, we will handle the situation accordingly. 

• Initial Complaint

  Date:10/04/2022

  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 9/12/22, I attended the free 6:30 am intro class&signed up. During the first class, the trainer inquired about my time availability multiple times, continuously informed me that class would be better with more people as there are team exercises,& asked me if I would only attend the 6:30class? I was very excited to start training despite feeling pressured to attend the 8:30 class the next day. The trainer's behavior was much friendlier with the elder white lady. I came to the 6:30am classes on both 9/15 &9 /16. The classes were set in a stable schedule: "ATL Boxing," "ATL Kickboxing," "ATL Bootcamp," Tapout Kickboxing," and "ATL Boxing," from Mon. to Fri. None of the 6 classes I attended were different. The trainer did not provide direction/knowledge of posture, stance, or anything. I was the only person during 5 of the 6 classes & was told to do the same crunches, mountain climbers, squats, and planks while he was on the phone. I was put on the row machine after informing of my shoulder injury and told to go on the treadmill until the time reached 7am, despite class time being from 6:30-7:15. On the 5th day of attending, the trainer ignored me for 15mins then came in and asked if I wanted to still do the class, he had asked me the previous Friday if I would come to that Monday class already. His attitude seemed to worsen towards me as if upset that the last day did not deter me from attending. I felt uncomfortable and sent an email on 9/22 to cancel after finding out I could not do so at a different location. The District Mgr told me that I could not get out of the contract and should go to a different gym and reminded me that I did not feel uncomfortable when I signed up after the free class.I do not feel confident that these managers have my wellbeing in mind as they told me that I only wanted to hear them say that I would get my$back...Now, I am requestin contract cancellation nocharge ($30),& a refund of $152.59 after not receiving the promised services.

  Business Response

  Date: 10/05/2022

  We have spoken with this client on multiple occasions about her experience at our ****************** club. Upon learning of the experience that she reported we dealt with the employee immediately and made sure he was aware of the situation and expectations for employees for our company. The client has spoken with multiple managers within the company since then and we have offered several options for her including: using other clubs (one of which is only about 10 minutes from the ****************** club which she enrolled at), taking other class times, and if none of those options worked that she could go in to the ****************** club and speak with the manager to discuss early termination options. Unfortunately the client will only accept a full refund (even though services have already been rendered) and a complete termination of her active membership contract with no further payments. We are open to allowing an early termination of her contract under the right circumstances, but unfortunately she is not open to discussing any options despite the fact that she has an active and legally binding membership agreement. We will happily look at options to modify her membership or even terminate it early, but will not issue a full refund along with terminating the membership contract with no additional payment.

  Customer Answer

  Date: 10/05/2022

  Thank you for providing an additional option. I was told by the district manager that I had no options of getting out of the contract because I had made a commitment.

  I was treated as if I had nefarious intentions from the beginning when I became uninterested in continuing business with this company after being treated as I was.

  On contrary to what this manager is stating, the services I purchased were not rendered:

  The instructor led 45-minute classes did not provide what was promised: expert instruction, classes were done in less than 30 minutes, and only one out of five noted classes were provided, and known injuries at risk. This contract was not met by the business during an 8 day membership.

  The instructor did not go out of their way to attend classes, they were already on the premises. My attendance did not incut any additional charges to the business during the 8 day membership that I was charged $156 for.

  If management is truly open to compromising after an employee failed to meet their standards, being as I communicated the cancellation interest before the first of October, no membership fee should be incurred past September. If management wishes to sincerely show any sense of remorse for my experience, despite not earning the $156, they could at least cancel the $30 fee as mentioned in the contract.

  Lastly, I truly do not feel comfortable going back into that location. I ask that the cancellation paper be available through an alternative means, such as email or mail format.

  Business Response

  Date: 10/13/2022

  To Whom it May ***************** have spoke to this client several times and gave some options to work thru. Client only wants 1 outcome which is not a compromise for both parties involved. We do strive to provide the best possible customer service, but can not accommodate unreasonable requests. The client is aware she signed up for a 6 month min. term at this point. These were the arrangements made - again we have made numerous attempts to solve any issue that *** have come up, but have been unsuccessful.

  
  Thanks,
  Management

  Customer Answer

  Date: 10/13/2022

  I am trying to reach a compromise. As I've communicated through the letter sent to the ****** ******************** (Attached for reference.) I stated that I would not request the original $165 I spent the day I signed up, September 12, in order to cancel the contract. The $165 entail the $65 sign up fee and the first month $70 membership fee along with taxes. I think this is more than reasonable for the six classes I attended during my ten day membership. I am labeled as only seeking one outcome, but it seems like the only interest here is to continue to demand my income for services that will not be rendered. I made my intent to cancel on September 22, 2022, and completed the 'Cancellation Form' on Oct 8, 2022, via mail after the email was not responded to and telephone communication did not prove fruitful. Now, I am asking for a refund of the $76 charged yesterday, on October 12, 2022, despite how I was treated and submitting all these documents. Why am I being taken advantage of by this company after being treated unprofessionally by a trained employee? What else could this business want from a customer? How is there a better compromise? Why should the compromise be mutually beneficial when I, the customer, was and continue to be treated so unjustly by these professionals? I am soured by this experience, does this company not generate enough funds? Simply settle this matter justly so that we may both move on.