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:10/03/2023

  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 have been a member for many years. Soldierfit increased our rates last year so I had contacted them in April of 2023 about what I could do to keep my current rate of $79. I spoke with ****** who advised that the only thing they could do was allow me to pay in full for the year and keep my current rate of $79 instead of the new rate of $104. In April of 2023 I paid in full for the year for $923. I have a paid in full receipt that ****** sent me April 10 of 2023. There is no contract or no documentation nor did anyone advise me that I can not cancel at anytime or not be refunded if I were to need to cancel before the end of the year is up in April of 2024. I started a new job September of 2023 and I live in ******** and work from home. I reached out to ****** and asked how it would work if I need to cancel on September 20 2023 and he advised that I can cancel at anytime but I would not be refunded any unused portion as I paid in full and got a discounted rate. I then reached out to the owner **** on September 25 2023 who advised that they do not refund for pay in full. No one has given me a real reason as to why besides I paid in full and got a discounted rate and that is just how it works. I no longer work in ********* and am no longer in ********* everyday so to go to soldierfit is out of my way and I cant make it to the 530pm class which is the only time that would work for me. **** advised that they normally do not refund for pay in full but that they would make an exception and that they would charge me the $104 from April until Oct so I would only be refunded $91. How can they change my rate when I already paid in full? And I have valid reasons for needing to cancel and that would allow me to cancel and be refunded. I would like the appropriate refund that is due to me. I have not received the $91 refund that **** advised me on 9/28 would take 3-5 days.

  Business Response

  Date: 10/03/2023

  To Whom It May Concern,

  We ran a promotion for a pay in full membership. If someone paid in full they received a massive discount. It was stated that because of this there was no refunds. Similar to if someone purchased a gift card promotion for $200 and got an extra $50. You wouldn't get a refund on the gift card. She has services through March which she still does. I spoke to her, listened to her, and decided to make an exception on her behalf because I sympathized with her situation. I allowed her to cancel early and give her a refund at the regular rate that she would have paid if it were not for the promotion (since she didn't hold her end of the bargain). So if she would have paid the regular rate for the time she used our services, there was a $91 differential that would have been owed to her for overpayment. I submitted her refund and let her know that it would take up to 7-business days for her to see it in her account. I attached the conversation with her and I via messenger that shows that she happily agreed to the $91 after we went over the calculation. This was Thursday after business hours. I am only able to process these things so fast and are at the mercy of the bank. I let her know it would be up to 7 business days (attached as a screen shot). And at the date of her sending this it would have been 2 business days from the day that we agreed to it. I also attached her attendance report that shows she has been happily using our services as of a week ago.  This is an unfair complaint to our business that we work hard on. Please delete this bad review. If there is any other information please let me know. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20687796
  
  I am rejecting this response because:

  I never received a written contract nor any documentation. All that I received is the pay in full receipt which I have attached. Why was there not a contract stating any of this?  I still believe that I should be refunded at the $79 a month for the unused months from November until March for $395 since there was no written contract or documentation. How can you change my rate in the middle of my pay in full from $79 a month to $104 when I already paid the $79?  There was no documentation of this either. I do not want to freeze my account to use in the future as it just delays the billing and I will not be going to soldierfit. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/04/2023

  David *****

  Business Response

  Date: 10/04/2023

  Ive spoken with ****** several times and we agreed to refund her $91. Which was the differential amount from the original price and paid in full. Ive attached a screenshot to show the conversation back-and-forth along with her agreeing to the breakdown and the $91 refund. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20687796
  
  I am rejecting this response because:
  
  I did not happily agree to the $91 refund. I was asking about the math and still was not agreeing and simply only said ok to refund me the $91 as it seemed as though this was my only option but did not agree and still do not agree.  As I stated before there was no contract and no discussion with me when I paid in full for the year. Just a pay in full receipt which I sent. That is all that I received. It was not offered to me as a promotion. And there was no promotion being ran. I approached them about the rate increase and what I could do and they said I could pay in full for the year at my current rate so that is what I did to keep my current rate. I was not advised it was a promotion or that I could not cancel at anytime or not be refunded.  No one expects things to change in life but sometimes it happens.  I still believe that I should be refunded the unused portion from Nov thru April at the $79 rate that I paid, however soldierfit clearly is not going to do the right thing. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/15/2023

  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.

  Date of transaction: August 3 to Aug 15
  
  I started this gym since I had been to a SOLDIERFIT somewhere else in the past. I wasn’t given a test class for free and I felt pushed into a contract. When I went to read the contract the person rushed me and said this is the summary you can cancel with 30 days notice. No printed contract. Then she tried to push a 550 dollar program on me. I felt very uncomfortable and said no I can’t afford that. So she said ok I will give you the unlimited classes with weigh ins. I wasn’t really given a list of options I felt kind of bullied into paying for something when something more affordable could have been applied. I was already frustrated at this point but had faith it would get better. I went to a 5:30 AM class and I wasn’t a fan of the coach. I then went to another 5:30 class which the coach was great but the other class members asked for a 6:30 AM class because 5:30 AM is too early and I agreed the option was not working with my work schedule. They then shut down the customers and in short said that wasn’t an option. If we are paying customers our opinions should be valued. I then went to a 4:30 PM class and it was so hot I almost passed out from heat exhaustion which I honestly believe is a health hazard. I was left with a very bad taste in my mouth and wanted to cancel thinking I only had 1 month commitment. I showed up the girl I met with cancelled my membership saying I owed one months. Which I accepted as per the contract. Then I leave and an hour later I get a call that I am a member of the “herd” which I did not agree to and I can’t cancel for 3 months. The girl says she will call me back at 2 and instead sneakily sends an email saying tough luck. I am extremely displeased and want my membership cancelled according to the terms I was told I was agreeing to. No good company needs to use such underhanded tactics to recruit members.

  Bureau Response

  Date: 08/15/2023

  David *****
  SoldierFit 
  
  **** *** ***** ***** ***** *
  ********* ** *****
  
  
  
  
  
  Dear David *****: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/15/2023 and was assigned an ID of ********.   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Lauren *****

  
  

  
  

  * ** *****

  
  

  Daytime Phone: ###-###-####
  E-mail: *********************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Contract Disputes 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  Date of transaction: August 3 to Aug 15
  
  I started this gym since I had been to a SOLDIERFIT somewhere else in the past. I wasn’t given a test class for free and I felt pushed into a contract. When I went to read the contract the person rushed me and said this is the summary you can cancel with 30 days notice. No printed contract. Then she tried to push a 550 dollar program on me. I felt very uncomfortable and said no I can’t afford that. So she said ok I will give you the unlimited classes with weigh ins. I wasn’t really given a list of options I felt kind of bullied into paying for something when something more affordable could have been applied. I was already frustrated at this point but had faith it would get better. I went to a 5:30 AM class and I wasn’t a fan of the coach. I then went to another 5:30 class which the coach was great but the other class members asked for a 6:30 AM class because 5:30 AM is too early and I agreed the option was not working with my work schedule. They then shut down the customers and in short said that wasn’t an option. If we are paying customers our opinions should be valued. I then went to a 4:30 PM class and it was so hot I almost passed out from heat exhaustion which I honestly believe is a health hazard. I was left with a very bad taste in my mouth and wanted to cancel thinking I only had 1 month commitment. I showed up the girl I met with cancelled my membership saying I owed one months. Which I accepted as per the contract. Then I leave and an hour later I get a call that I am a member of the “herd” which I did not agree to and I can’t cancel for 3 months. The girl says she will call me back at 2 and instead sneakily sends an email saying tough luck. I am extremely displeased and want my membership cancelled according to the terms I was told I was agreeing to. No good company needs to use such underhanded tactics to recruit members.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  
  Cancellation of membership upon agreed terms.
  
   
  

  
  

  
  

  Bureau Response

  Date: 08/15/2023

  Lauren *****
  
  
  
  * *** *****
  
  
  
  
  
  Dear Lauren *****:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/15/2023 against SoldierFit.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Business Response

  Date: 08/15/2023

  This has been dealt with internally. Going back to her contract she is oblige to pay for 12 weeks due to a staff member stating a 30-day notice in an email we will be upholding that on our end. 

  Bureau Response

  Date: 08/15/2023

  Lauren *****
  
  
  
  *** *****
  
  
  
  
  
  Dear Lauren *****:
  
  
  
  This message is in regard to your complaint submitted on 8/15/2023 against SoldierFit.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from SoldierFit. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  This has been dealt with internally. Going back to her contract she is oblige to pay for 12 weeks due to a staff member stating a 30-day notice in an email we will be upholding that on our end. 

  Bureau Response

  Date: 08/20/2023

  David *****
  SoldierFit **** *** ***** ***** ***** *
  ********* ** *****
  
  
  
  
  
  
  Re: ID * ******** - Lauren *****
  
  
  
  Dear David *****:
  
  
  
  Thank you for your recent response to Lauren *****. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 08/20/2023

  Lauren *****
  
  
  
  ** ***** 
   
  
  
  
  Re: ID * ********* SoldierFit
  
  
  
  Dear Lauren *****,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  

• Initial Complaint

  Date:12/28/2022

  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.

  Have not received payment for work performed.
  Have contacted company several times throughout this time but have been unsuccessful in receiving payment.
  Invoice for $232.93 was due on 5/30/22
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Called vendor, emails went to spam, paid invoice in full today.
  
  
  Consumer Response /* (2000, 7, 2023/01/09) */
  Consumer called and stated complaint was resolved.

• Initial Complaint

  Date:12/18/2022

  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 had joined soilderfit last year and due to becoming homeless I had paused my program. I had repeatedly reached out via email because I was working during thier open hours to no avail. The only response I got back didn't include mentioning closing out my account and the commutation went silent after mentioning it. I want to close my account and because I now live 8 hours away I can't walk in and cancel it.

  Business Response

  Date: 01/20/2023

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: *********************************
  **************** started her program with ** in September in which she paid through December. We cancelled her Personal Training Program and Froze her Gym membership until 3/27/2022 as requested by her in person on 12/28/21 (contact log notes attached). It reactivated and we even deleted 3 months owed to us (april, may, june). She owes July, August, and September. Her membership was cancelled as requested on 10/7/22. I am unsure why she is saying that we werent communicating with her. We did everything she asked of us, have the contact logs to show, and even credited her 3 months of dues owed.