ComplaintsforOnelife Fitness
Fitness Center
Customer Complaints Summary
Business's Response Rate:63%
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8 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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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
10/26/2022
- Complaint Type:
- Billing/Collection Issues
- Status:
- Answered
When I signed up for the standard membership and personal training.l I was not allowed time to read the contract, just bullet points of the contract that the business provided. With that I also never received a copy of the document that I signed, until requested two days ago. When I signed up I was not informed that I was not able to cancel either of those by simply asking, and that apparently I had signed up for a 12 month contract, which was not communicated and is not visibly written in their contracts provided. If that was communicated, I would've never signed up in the first place. I've now come into financial difficulties and they are making it nearly impossible for me to cancel, as well as forcing me out of nearly $500, and that will continue to increase as they continue to remove money from my account as the months go by with this unresolved. They have no true customer service line, and no one other than the manager of the building specifically that you are able to talk toBusiness response
12/21/2022
Business Response /* (1000, 16, 2022/11/29) */ BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX) External Inbox Josh ******** <*********@onelifefitness.com> 9:38 AM (14 minutes ago) to me Hello, Please see follow up conversation with member below. Member has not replied. From: Josh ******** <*********@onelifefitness.com> Sent: Thursday, November 10, XXXX X:XX PM To: ****** Hamilton <**************@gmail.com> Subject: Re: Cancelation/MNFXXXXX Hi Sophia, I'm so sorry, I don't know how I missed your last email. Do you have any medical documentation showing you were sick? That would make things a little easier to resolve if so. Unfortunately, when it comes to Personal Training our Fitness Director has to submit cancellations and refunds. His name is Martin Silva and his email is ******@onelifefitness.com. I am happy to help with the membership side of things and I'm sorry for any confusion but all we have ever offered is a 12 month agreement. Relocation is one of the ways to get out of your contract without penalty so with relocation proof we could have cancelled you when you moved. Please confirm if you have any medical documentation and I can have your membership cancelled and follow up with Martin regarding your personal training. Mike was who signed you up for your membership and Klay for Personal Training, they both are the best at what they do. Since you signed both the membership and personal training agreements, it's hard to believe that neither of them misinformed you but if you can provide medical documentation then I'm happy to see what we can do to have everything cancelled and a refund approved. Thank you!Initial Complaint
06/15/2022
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I agreed to what I was led to believe a month to month membership with One Life Fitness membership. I am a travel nurse and have since left the area where I joined this gym. I attempted to cancel my membership and now the company is claiming the membership is for one year. I feel this is wrong and this company has no more claim to my money since I am no longer in the area to use the facilityBusiness response
07/17/2022
Business Response /* (1000, 9, 2022/06/27) */ Conversations Starred 1-10 of many Starred Ms Tiffani Mercado 2 Re: We received a complaint # 36183482 on your business Hello! Please check the docs in one doc that you can find at the link below: https://drive.google.com/uc?export=download&id=1SzLAMioDjID07Zou_Vgz5GcMr_cWU4yH&confirm=t File password: U523 BBB Jun 23 Starred Inquiries and Compl. Fwd: Message from BBB.org complaint 36191225 ---------- Forwarded message --------- From: Starry BurnsInitial Complaint
05/06/2022
- Complaint Type:
- Billing/Collection Issues
- Status:
- Unanswered
I visited the North Frederick Onelife gym on Saturday April 23rd and spoke with a membership consultant about joining the gym to use the pool for lap swimming. The membership consultant indicated that the pool was open from 5am on weekdays, I indicated that I wanted to swim early before going to work so 5am was a good time for me. At noon on Monday April 25 I registered online to join Onelife and agreed to pay the initial processing fee of $49 and the prorated April membership of $9 with a credit card. The confirmation e-mail stated that I would receive a call from the Fitness Director to schedule a Smartstart and to go to the gym to get my membership card made. I did not receive a call that day, I did not get any follow-up membership e-mail and my credit card had not been billed, so I called the gym and asked the front desk clerk if I could go in early the next morning to use the pool even if I did not have a card. The clerk said that I could and they could check me in using the computer even if I did not have a membership card. I went in at 5AM on Tuesday April 26 and was told that the pool was closed, had been closed for the past 2 weeks because they did not have a lifeguard. I asked when they expected to have a lifeguard and was told that maybe in 2 weeks. At noon on Tuesday April 26 I called the gym and spoke with Mike who said he was a manager, explained the situation and he agreed to cancel my membership and indicated I should not be getting billed. The next day I called to confirm with the front desk staff that I was no longer in their system, which they confirmed. On April 27 I was billed $58 from "US Fitness Corporate" and on May 2nd $49 from "Onelife Fitness 49". I had joined under the understanding that the pool was open at 5am, which was a false and deceiving statement from the Fitness Manager. I am getting billed by a gym for which I am not a member. I request full refund of the charges, which total $106 and removal from their billing system.Initial Complaint
04/17/2022
- Complaint Type:
- Billing/Collection Issues
- Status:
- Unanswered
I used to belong to ****, a gym in Germantown, MD. After the pandemic hit, I didn't go back to the gym. When **** announced they were closing and selling to onelife, I requested that my membership be cancelled. It apparently wasn't and onelife started billing my credit card. In December 2021 I wrote to onelife in keeping with their policy of cancelling in writing. I did not receive a response. There was no billing in January. In February, March and April, however, I have been billed the regular monthly charge for the gym. How do I get them to stop without having to resort to legal proceedings?Initial Complaint
02/25/2022
- Complaint Type:
- Billing/Collection Issues
- Status:
- Unanswered
I asked the club at the end of December how to cancel my membership as the promised cleaning methods during COVID-19 and requirements were not being performed and I did not feel safe. They gave me the Membership email and I sent a cancellation request. I have not heard back from my 4 emails to their customer service and today called the club again to be told it was canceled but for the next month. I feel that this is an intentional scam and they are avoiding my emails (even though I receive confirmations they are received). The club is not safe and does not follow appropriate jurisdictional guidelines for safety and I have verification in writing to the manager and correspondence back regarding this. If they had not breached their agreement with me I would have never canceled however that was not the case. I waited out my agreement and sent notice, I would like my $39.99 back with no further bulling (my contract ended in 12/21) and we go our separate ways.Initial Complaint
02/01/2021
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I contacted Onelife to close my account due to financial hardship and they want e to pay $11 dollars which I don't have. I joined One Life Fitness as a way for our family to be healthy. At one point the gym closed and we were unable to use it. They then reopened it n August of 2020 with paired down hours and services. In August hey sent me what i thought was a return to services with $10 dollars off the original monthly amount. At the end of December 2020, the payments became impossible. I wrote an email to OneLife Fitness asking me to close out my membership due to financial hardship. They sent me a copy of my newer contract with 7 months to go on the contract. I explained that I did not have the money to attend the contract but they said they could not just cancel it. They told me I would have to pay $119 fee to cancel the membership. I have direct deposit and I asked that they not make the redrawal from my account for February as I would not have the money in my account to pay it. They said that unless they received the $119 they would indeed take the money automatically from my account. I told them in the email they no longer have permission to withdraw the money from my account. At this time. I do not have the money in my account to pay the $119 dollars nor to continue to pay the $79 dollars a month for the membership. If they take the money out it will incur costs that I will not be able to cover until my next paycheck and will put me in the hole.Business response
03/30/2021
Business Response /* (1000, 14, 2021/03/03) */ Re: (BULK) BBB Complaint Case# 36174737 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX) Inbox Josh ******** 2:52 PM (19 minutes ago) to me, North Hi Lisa, This matter was addressed several weeks ago. We do stand by our membership agreements that our members are required to sign but also do understand when someone has financial hardship. In order to cancel there was an early termination fee but we also offered for her to freeze her account at no cost to her until she was financially stable to resume her membership. I have since approved to have the membership cancelled without paying the early termination fee. Please let me know if there is anything else you need from me. Thank you! Consumer Response /* (3000, 16, 2021/03/04) */ Re: BBB Complaint Case# 36174737 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) Inbox ****** ***** <***********@gmail.com> 1:14 PM (41 minutes ago) to me I am happy to hear their response. I don't understand it. I just had to call the bank because they charged a payment through my bank for 169. 69 . If they in fact are waiving the termination fee, why did they take money out of my account. I had already told them that they were not authorized to withdraw money from my account. If they have closed my account , I would like for them to refund the 169.96 dollars to my bank. *** Business Response /* (4000, 21, 2021/03/16) */ Josh ******** 3:08 PM (33 minutes ago) to me Hi Lisa, Thank you for reaching out. Just to be clear, ****** attempted to cancel within her 12 month contract. Member Services notified her that there would be a buyout fee or she would have to fulfill her contract. She did not reply is why she was continued to be billed. I have since cancelled the account and refunded all dues collected past her 12th month and Member Services has notified her of this. If there is anything else we can do I'm happy to help but I have already approved to do all that I can. Thank you!Initial Complaint
08/07/2020
- Complaint Type:
- Billing/Collection Issues
- Status:
- Answered
One life fitness continues to bill me during this pandemic without it being safe for me to use the facility This one life fitness facility has been billing me through this COVID19 pandemic period. Even though the state of Maryland has shut down indoor gathering due to cases rising, they continue to bill. When I called to complain they said they sent an email about reopening, which I didn't receive. According to medical research, the gym is one area where the virus spreads very fast so how can it be even normal to open such a facility, let alone charge members. They are refusing to reverse the bill and the employee (Lisa) I spoke to said they will continue to bill me. Also, I signed a one year contract which was up on 8/2/20 however, they want to still charge me for August and September, increasing the bill to over $200. They claim I should have provided written notice of cancellation a month before the contract was up. I provided one year notice in written and signed form which was the contract. If this isn't a rip off then I don't know what it is. These guys are thieves and I wouldn't recommend anyone joining unless you want to be ripped off. Josh is the manager and Lisa is the person in billing and together they have teamed up to screw with my money. This is a bad facility. Don't sign up. Look at the many bad reviews they have.Business response
10/15/2020
Business Response /* (1000, 18, 2020/10/06) */ Re: BBB Complaint Case# 36168124 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX) Inbox Josh ******** 8:42 AM (6 hours ago) to me, North Hi ****, This matter has been resolved. I emailed the member directly letting them know that their past due balance has been waived and their account as been cancelled per their request. I have not heard back from **** but I do want to confirm we have resolved this issue just as the member requested and they were notified via email. Please let me know if there is anything else you need. Thank you!
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