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:08/14/2024

  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.

  I tried attempted to cancel my membership back in April and I got directed to 3 different emails and they never canceled my membership. They have been continuously sending me bills ( $120*) yet I have not used the membership since march and that was only once for the entire time I had the membership. They are threatening to send it to collection so I have been contacting them; they answered a few times but I have been ignored. I was a minor when I got this membership and when I tried to cancel it; what makes it worse is that they never got my parental consent to workout at the gym they intentionally put my information in incorrectly in the system making me older than I am, thats illegal. I dont owe them money and they wont give me the support I should be getting.

  Business Response

  Date: 08/15/2024

  Good morning,

  ****** initially reached out to the club on ***** 3rd requesting to freeze her membership. I responded notifying her that the ***** billing had already occurred as well as the details of our freeze process and asked if that is what she would like to do. She then requested to cancel, which I then told her the steps to cancel and provided her our member services email address to send her cancellation request. Our cancellations are only processed via email so there is a paper trail of the request to protect all parties involved. 

  Looking into the notes on her account, she never sent the email to member services to request a cancellation. All of the email communications that she had with myself and our corporate billing department are attached. She is in a 1-year commitment period so would have had to pay a buyout fee in order to cancel within her term. 

  The birthdays that are entered are based of the ** provided at time of enrollment or what is verbally told to our team by the member enrolling. There is no benefit to our team members to intentionally input in the incorrect date. 

• Initial Complaint

  Date:11/17/2023

  Type:Product 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 trying to cancel my membership for several months now I am pregnant and have a cervical cerclage and cannot do the gym exercises that I normally do. I have contacted member services twice which I have proof and no one has responded. I called the store four times and each time I was told that a manager was going to cancel my membership since member services was not responding and nothing has happened. They charged me another $109.98 which caused my account to be overdrawn Andrew the general manager said he was going to put in a request for that money to be returned. It has not been returned and now I’m being charged an overdraft fee, I am thinking about pursuing legal action because this is causing emotional distress because I already have enough stress being pregnant. This is my fourth pregnancy. I’ve had three other losses and trying to get a membership canceled should not be this difficult and from reading the comments on this Better Business Bureau it looks like it’s a problem with OneLife, people sign up for these memberships and then when they’re ready to quit, you’ll try to scam them by ignoring the request and still charging them money. This is illegal and if my money is not back in my account by the end of this week, I will be sued pursuing legal action.

  Bureau Response

  Date: 11/17/2023

  Talia *********
  
  *** ****** *****
  *********** *** *****
   
  
  
  
  Dear Talia *********:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 11/15/2023 against OneLife Fitness.  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: 11/20/2023

  This has already been resolved. There was no initial request for a freeze on her membership, however, after speaking with her I decided to freeze her membership for 6 months at no cost moving forward and issued a refund for 2 months she was billed. The refund was processed by our corporate office on 11/15/23. It then showed up in her bank account on 11/17/23, which she confirmed when I spoke with her again on the phone, as refunds take 2-3 business days to be processed. This case should be closed. I believe she contacted you prior to her resolution being fully fulfilled. 

  Bureau Response

  Date: 11/21/2023

  Talia *********
  
  *** ****** *****
  ************* *****
   
  
  
  
  Dear Talia *********:
  
  
  
  This message is in regard to your complaint submitted on 11/15/2023 against OneLife Fitness.  Your complaint was assigned ID ********* 
   
  

  BBB has received a formal response
  from OneLife Fitness. 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 already been resolved. There was no initial request for a freeze on her membership, however, after speaking with her I decided to freeze her membership for 6 months at no cost moving forward and issued a refund for 2 months she was billed. The refund was processed by our corporate office on 11/15/23. It then showed up in her bank account on 11/17/23, which she confirmed when I spoke with her again on the phone, as refunds take 2-3 business days to be processed. This case should be closed. I believe she contacted you prior to her resolution being fully fulfilled. 

  Bureau Response

  Date: 11/21/2023

  Talia *********
  
  *** ****** *****
  ************* *****
  
  
  
  
  
  Dear Talia *********:
  
  
  
  This message is in regard to your complaint submitted on 11/15/2023 against OneLife Fitness.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from OneLife Fitness. 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 already been resolved. There was no initial request for a freeze on her membership, however, after speaking with her I decided to freeze her membership for 6 months at no cost moving forward and issued a refund for 2 months she was billed. The refund was processed by our corporate office on 11/15/23. It then showed up in her bank account on 11/17/23, which she confirmed when I spoke with her again on the phone, as refunds take 2-3 business days to be processed. This case should be closed. I believe she contacted you prior to her resolution being fully fulfilled. 

  Bureau Response

  Date: 11/26/2023

  Andrew ****
  OneLife Fitness ***** ****** **** **
  ********** ** *****
  
  
  
  
  
  
  Re: ID * ******** - Talia *********
  
  
  
  Dear Andrew ****:
  
  
  
  Thank you for your recent response to Talia *********. 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: 11/26/2023

  Talia *********
  
  *** ****** *****
  ********** ** *****  
  
  
  
  
  
  Re: ID * ********- OneLife Fitness
  
  
  
  Dear Talia *********,
  
  
  
  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:06/01/2023

  Type:Product 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 paid for 12 sessions with a personal trainer at OneLife Fitness , at the *********** in **********, ***I hadnt realized that a monthly sum of $220 would be withdrawn from my account until I emailed their corporate office to cancel, my instructor had explained this and she said that she was going to cancel the classes for ***** and no further payments would be taken out of my account. I began my training assuming that I had paid to date. Last week, I discovered that $220 had been withdrawn from my account in ***** and May, even though the classes for ***** were cancelled and I was assured that no more payments would be withdrawn. When I contacted the gym they were less than helpful and kept telling me that my contract was emailed to me at the time of purchase, but I never received it as they had an incorrect email address. This was irrelevant as both classes and payments had been cancelled in *****, so no money should have been taken out that month, which I have proof of, that I have added here. The only feedback I received from the corporate office was to get my membership details. I am now at a loss of $440. In addition, I had frozen my membership in January, yet they still took out $220 for personal training that I hadnt even started. All I expect to get is a refunded for ***** and May, as I have proof of cancellation, yet I have not heard anything from the gym or their corporate representative and I am still owed two training sessions, that I have paid for and they have not called to schedule. I am very unhappy with how I have been treated and will never recommend OneLife Fitness to anyone.

  Business Response

  Date: 06/02/2023

  ****** had signed up for a 3-month training contract for personal training. Her signed contract is attached. All contract details are properly disclosed at time of sale and a copy of the contract is emailed to the member email on file. Personal training continues on a month-to-month basis after the initial 3-month commitment has been fulfilled and requires a 30-day written notice for cancellation. Based off of her text messages with her trainer, her request to cancel would have been April 12, 2023. Her billing date for training occurred on the 25th of the month which would have made her final billing on April 25, 2023. We will issue her a refund for the May billing but all other billing is accurate based on the agreement terms. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20128182
  
  I am rejecting this response because:

  I have written documentation saying that the sessions for ***** were canceled yet money was still withdrawn from my account. I have been scheduled for 12 personal trainer sessions, if ***** was added it would have been 16, but these were canceled and I have a text to prove it. 
  Also, only my trainer has reached out to me regarding this issue, and she is very professional, not the ** or corporate. From a business perspective, this is very substandard. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/08/2023

  The text message provided shows that on April 12, 2023 ****** (Personal Trainer) stated that member would be billed on the 25th of April as there was no previous 30-day cancellation request submitted to avoid billing on April 25th, 2023. Cancellation request has been back dated to the April 12th text message and a refund for May's billing has been submitted for processing. I will have the Fitness Director reach out to member. 

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20128182
  
  I am rejecting this response because:

  I am due two months billing. I paid for 12 classes, they now admit to charging me for 16 classes, up to and including April, plus May, which is the only month they want to refund. They have offered to supply me with an additional 4 training sessions, but I dont want them, I just want the 12 I paid for and a refund for April and May. 
  I have another two sessions, to make the 12, and that should be my classes completed. 
  

  I appreciate theyre confusion, but this is my money that they are playing with and I want only what I was promised and that was 12 sessions, they owe me 2 months @ $220 per month. 

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

  Business Response

  Date: 06/14/2023

  Based on the terms of the agreement, cancellation requires a 30-day written notice. We are more than willing to refund her the May billing. ******* billing will not be refunded, however, she will be able to train the 4 sessions that were purchased. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20128182
  
  I am rejecting this response because:

  I feel that because they didnt want to refund me for the month of April, they added in 4 extra sessions and refunded May, even though I have a text message which clearly states that the April sessions had been canceled and because this wasnt carried out in a professional manner, I have to pay the price. 
  I have read several other reviews about this particular OneLife Fitness and they all emulate my complaint, so this is something that One Life Fitness needs to address if they want recurring customers. 
  Yes, I have been given an additional 4 sessions, but it wasnt what I had signed up for, its not what was discussed via text message, plus they ignored the fact that Im now paying for classes that I was told were cancelled - via text, which I can provide. 
  Im very disappointed with them and if I am asked my opinion, or if I see a special offer emailed through my job (which is why I originally signed up) then I will relay my experiences and hope others can make the appropriate decision to join, or not join. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/14/2023

  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 sent email, made phone calls and talked with manager at the facility.They will not, have not and do not plan on cancelling a membership for my wife and I.We have followed the procedures for cancellation. and still we are being charged and called.Operators overseas keep reading scripts but can not or will not listen to the customer. I have ask not to be contacted but calls keep coming.

  Business Response

  Date: 02/15/2023

  I believe we have received this in error. There is no record of ***************************** in our system as being a member at any of our DMV locations. His contact information on this complaint has his home address as living in *******. Our parent company ** Fitness Holdings LLC. owns some gyms in ******* but they are on a separate membership system. I believe this complaint should have been filed in the ****************.