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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
In December 2020 I signed for 1 year membership, due to Covid they shortend their hours(8 businesses hours a day or les) where regular hours were 24/7 and because of that I was able to attend only 4 times. Now I thought it's fine, understandable even tho I payed full membership price, same as I would pay if they were open 24/7. I let it go, and thought ok my membership will end December 2021. And on January 2022 I saw a charge again, I called they told me that contract auto renews it self and I need to email at [email protected] which I did. They are not responding. I tried to call but my phone calls go directly to voice. I moved out of MA on October 2021 and no longer using them. As I said I paid my contract and they are making it hard to end my contract. I want a refund.Initial Complaint
12/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have cancelled my membership several times now. However, I just found out that they are still charging my credit card on a monthly basis. I went to the physical gym in my town and tried once again to cancel the membership and they told me they are unable to cancel my membership at the gym. I would have to go online and try to email them. This is ridiculous. They can easily sign me up and take my money at the front desk so why can't they cancel my membership there?Customer response
01/05/2022
I have not heard from the business in response to my complaint.
Business response
01/24/2022
We received an email from ******************* stating he has tried to cancel his membership multiple times, **** communicated that he is frustrated that we are not able to cancel him on site. We advised **** that per his signed club agreement, a *********************************************************************************** writing; email is acceptable..
Stans first written request to cancel was received by NRG LAB on 12/24/21. **** notified us that he attempted to cancel his membership prior to 12/24/21. NRG Lab asked **** to forward cancellation documentation supporting his attempt to cancel prior to 12/24/21. NRG Lab would backdate his current cancellation request once we received supporting documentation of an earlier written request.. **** has not submitted supporting documentaion showing his attempt to cancel his membership prior to 12/24/2021/
We have canceled Stans membership per his written request.
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