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Fitness Center

ISI® Elite Training - Wake Forest

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    In December 2022, I joined ISI Elite Training-Wake Forest, ** during a promotional offer for unlimited monthly access at $149.99. Monthly auto-drafts began in January 2023. Per the agreement, my 12-month term ended in December 2023, and I continued on a month-to-month plan. On December 5, 2024, I was in a car accident that left me unable to safely continue training. I notified the gym on December 9, one day before the next draft. They could not stop the charge, and $149.99 was drafted on December 10. I initially accepted a 30-day hold but later realized I could not return and requested a refund. The gym refused and instead offered to let me use sessions later, which is not feasible due to ongoing risk. Although I didnt submit documentation to the gym, I could have and was prepared to do so. Instead, I pursued resolution through the ** ********************************************** in March 2025. I was told the business had 15 days to respond, but I received no further update. I filed a second complaint and am now seeking resolution through the BBB. I acknowledge I did not give a full 30-day cancellation notice. However, I acted in good faith, notified them before the charge, and was transparent. I believe a rigid policy should not override medical hardship. The agreement allows injury-related cancellation only for contracted members, offering no similar flexibility for month-to-month members. This is inconsistent and unfair. A public ****** review describes a nearly identical situation involving another injured member denied a refund despite providing a doctors note, suggesting a pattern. It is not reasonable for a business to retain funds when a customer is medically unable to access services and provides prompt notice. Desired Resolution: A full refund of $149.99 charged on December 10, 2024. I was on a month-to-month plan, gave notice, and could have submitted medical documentation. This is a fair and reasonable request under the circumstances.

ISI® Elite Training - Wake Forest is NOT a BBB Accredited Business.

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