Business Profile
Fitness Center
Onelife FitnessThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/07/2023
Type:Billing IssuesStatus: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 contracted folliculitis and ringworm from the facility not being cleaned. I been to urgent care two times for the problem and its was identified that it came form the gym facility. I also have been on antibiotics two times for the same problem. I also seen an allergiest and they also concurred that its from the gym being dirty. I also contacted the frederick county health dept about this and they confirmed it is from the mats not being cleaned. I have been in touch with the onelife josh ******** to refund the money and maintenance fee money for the facility since they have not used the money correctly for what i was paying for. I also asked to cancel my membership with a refund and he charged me another membership fee. I have filed a dispute charge with the credit card company for the charge. Josh ******** at onelife is the person to contact about the problem. I want my money refunded and membership cancelled and stop charging me.Business Response
Date: 06/07/2023
Good Morning Scott!
I have attached your transaction listing showing the bill date for you and ALL members is the second of every month which was the same day you sent me your doctor's note, therefore, you were already billed and I could not stop that. Either way, we cannot stop billing past the 25th of the month prior. Just so you are aware and I have stated in multiple emails now, I have already submitted the refund for that charge which is being mailed to you in the form of a check. I received a confirmation email at 1205am last night from Member Services stating your membership has been cancelled effective immediately and your refund is being processed as I stated it would be. I have also attached your membership agreement for your review in case there are any other policies you are in question about regarding cancelling your membership. I have not only taken action here at the club to do a deep cleaning (overnight) due to this one isolated incident but have also stuck to my word by getting your membership cancelled and a refund submitted. If there is something else you feel I have not done to address this issue, please let me know. We have the Health Department come out once a year for an annual inspection and we have always met the standards for a clean health club, I would be happy for them to come out again to confirm this. Again, I'm terribly sorry for you skin infection but at this point I have done every thing you have requested us to do so I would like to wish you the best of luck moving forward and please let me know if you have any other questions.
Have a great day, Scott!Business Response
Date: 06/07/2023
Sending AttachmentsInitial Complaint
Date:01/05/2023
Type:Product IssuesStatus: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.
OneLife Fitness continues to charge my account for unexplainable amounts of money. This has been a reoccurring situation for 2 months now which is well past my cancellation date for a membership I had with them. The latest fraudulent transaction is for ***** USD on January 4, 2023. I have had to contact my bank several times to File for a dispute regarding transactions from this merchant so there is a pattern of fraudulent behavior from OneLife I am looking for 2 resolutions: 1. A full refund for ***** 2. A full data wipe of my financial and personal data/information from their customer database.Business Response
Date: 01/10/2023
This member requested to cancel their membership on December 1st, 2022 which made December 2022 her final month. We bill all members on the 2nd of each month and her December payment declined. Our system then attempted to charge her for her past due balance on January 2nd and it went through. This member is not owed any refund and her account was cancelled per her request. I am happy to delete the encrypted billing information out of our system.
Thank you!Initial Complaint
Date:10/26/2022
Type:Billing IssuesStatus: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.
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
Date: 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
Date:06/15/2022
Type:Order IssuesStatus: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 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
Date: 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
Date:05/06/2022
Type:Billing IssuesStatus: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 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.
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