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:10/03/2025

  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.

  The Facility closed, Zoo health continued to bill my credit card 10 months at ***** per month plus a renewal fee of *****

  Business Response

  Date: 10/06/2025

  Please see attachments regarding notes on this members account, emails back and forth to member, and the signed agreement he signed that we continued to honor. There have been no over charges per his agreement. Per agreement and policy member is not owed any funds.

  Customer Answer

  Date: 10/11/2025

   
  Complaint: 23968383
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

   

  Thank you for your attention and attempt at mediation in this matter.
  The supporting documents and position that Zoo fitness has provided in their response is not related to the current claim that I am pursuing; although it does highlight their persistent deceitful business and billing practices.
  The supporting material they included was related to an entirely different false billing claim which I abandon in frustration 3 years ago. Much to my objection, my son, two years later asked me to sign him up at the Zoo so that he could work out with his friends.  Despite my better judgment given my history with them, I capitulated.
  Not surprisingly, the gym failed due to outrageously substandard customer service standards and the building ironically became a church. Also, not surprisingly, Zoo continued to bill my credit card membership and annual renewal fees even though the facility no longer existed.
  I accept responsibility for not catching the reoccurring bill on my credit card, but it was on a card that my son uses for school issues and normally does not require monitoring for fraud.
  I kindly ask that that zoo refund the fees they collected when and while no services were being provided.

   

   

   

   

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

  Business Response

  Date: 10/15/2025

  Hi *******,
  Im writing in response to your original BBB complaint, which states:
  The facility closed, Zoo Health continued to bill my credit card 10 months at $39.95 per month plus a renewal fee of $49.95.
  To ensure a fair and efficient resolution process, its important that all relevant and accurate information is presented. While your statement was written in a way that appears to support your desired outcome, it does contain several inaccuracies that have delayed proper review and misrepresented the facts. Mainly this account is not yours, but under your son's name, but you do make the payments on the account. 
  I would like to address a few key points from your submission:
  
  1. Billing and Contractual Agreement
  All billing associated with your membership was processed strictly in accordance with the terms of the contract you signed and agreed to. This is also why all chargebacks you initiated were ultimately deniedeach was reviewed and upheld based on your signed agreement.
  If your frustration stems from the closure of a specific gym location, that is a separate matter from billing or contractual obligations. The Zoo Health Club acquired all ****** memberships in October 2019. You subsequently chose to leave Zoo Health Club and rejoin FitLab in March 2020, while your Zoo membership remained active until you formally submitted a cancellation form that same month.
  
  2. Facility Closure and Membership Transfer
  Regarding your statement:
  The gym failed due to outrageously substandard customer service standards and the building ironically became a church. Also, not surprisingly, *** continued to bill my credit card membership and annual renewal fees even though the facility no longer existed.
  The decision to sell the Goffstown facility and its land was made for business reasons, primarily due to costly HVAC and building repairs and favorable market conditions. The sale allowed us to reinvest in our ********** location, which offered all former Goffstown members a larger and upgraded facilityonly 10 minutes away.
  Per your contract, memberships are automatically transferred to the next closest Zoo Health Club location in the event of a facility closure. We communicated this transition through multiple channels, including:
  In-person signage at the Goffstown facility
  Direct emails to members
  Social media updates
  All notices included instructions for members who did not wish to transfer. Members who had fulfilled their contractual obligations could submit a 30-day cancellation request. Our records indicate since the closure in September  2024 that no such request was submitted for ******* account until August 2025.
  
  3. Request for Refund
  You requested a refund for fees collected when and while no services were being provided. However, services were never discontinued. Members continued to have 24/7 access to all Zoo Health Club locations in *************, including the ********** facility and others.
  An email (attached) was sent to the account, clearly outlining the changes and available options. Joshuas student membership remained active and eligible for use at all Zoo Health locations during this time.
  
  4. Final Clarification
  While I understand the frustration that can arise from managing multiple financial obligations, a lack of personal financial tracking does not constitute a breach of contract on our part. Zoo Health Club has consistently operated within the terms agreed upon by you at the time of signup.
  Filing a complaint that contains misleading or incomplete information suggesting deceptive practices by our business could be construed as misrepresentation. We encourage transparent and fact-based communication to resolve this matter appropriately.
  
  Please review the attached documentation for your records. We consider this matter closed.

  Customer Answer

  Date: 10/16/2025

   
  Complaint: 23968383
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I appreciate your attempted clarification of your position; I regret to continue to reject your response as unacceptable on the following grounds.
  I am aware that it is my responsibility to track my finances but as I indicated in my previous response, I am not accustomed to dealing with such questionable enterprises where such practices are not immediately rectified by the other party usually from a position of discomfiture and embarrassment; you chose a different course. I am aware that I have little or no legal recourse because of this fact, I will not be pursuing civil legal action.  My motivation now is to simply exercise my civic duty to prevent others from being exposed to your business practices. Short of any remedy in this matter I will leverage local community social media outlets in furtherance of my alternative agenda. I am sure t there are several former Zoo members still being billed in my community. I am acutely aware this is part of your business model.
  Most irritating, I cannot stress this point enough, I was refused access to the facility when it changed from FitLab to Zoo. The pass key did not work, I was told there would be 400 percent increase in membership fee and no additional services*, to which I refused. The membership fee continued to be billed.
  Your supporting documentation appears to not contain any supporting notification of facility closure for ******, access to other locations, or action required to manage further membership.
  Please refrain accusing lack of  transparent and fact based communication, arguments in your response. You have companys history has lost any such privilege.
  At this point, I am not expecting to be made whole on this matter, but I would appreciate that our mediating agent maintain record of my complaint for more diligent consumers that I that may choose to do the necessary research.

   

   

   

   

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