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Business Profile

Health Club

The Zoo Health Club - Seabrook

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:09/19/2024

    Type:Billing Issues
    Status:
    Answered
    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: AUG 22 2024 Problem: I paid for a month of membership use that shouldn't have been paid for. Description: Contacted gym via phone. I asked to place the membership on hold. The employee told me to email ****************** and he would cancel it. I did what I was told and have a receipt of email. SEPT 19, 2024: I was charged for another month of use at the gym. I called to discuss this charge. upon discussion, I was told it was my fault for not talking to the manager personally and that the employee being wrong was not the business's fault. I will still be charged for the month.

    Business Response

    Date: 09/30/2024

    This is not what happened. What was told was that nobody in the gym had the ability to do a cancel and they refer you to the email as it's stated in the contract all cancel requests must be made in writing. We do this on purpose because even though it's stated in the contract people do not pay attention to the fact that it requires ****************************************** contract and cannot cancel so they yell and berate the employees. So we do not give any employees the ability to do the cancel and have them let the member know to email for cancel. 

    Customer Answer

    Date: 09/30/2024

     
    Complaint: 22307939

    I do not accept the business's response as a resolution to my complaint because of what i was told by an employee who works at the gym. The employee who I called stated otherwise and that by emailing the individual ****, my membership would be put on pause. someone who works in the customer service portion of the business should understand that section of their work. Due to the business failing that end, that month's fee should be refunded. However, I am okay with paying the fee that occurs due to cancelation. 


    Sincerely,

    ****** ********

    Business Response

    Date: 10/15/2024

    The employees did not make up special rules for ****** nor tell him anything different. They always refer to my email as they have no other abilities. I've attached a copy of ******* contract. He is required to give ************************************************************************ the contract. There is nothing further to discuss. 

  • Initial Complaint

    Date:02/15/2024

    Type:Billing Issues
    Status:
    Answered
    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 an email to try to cancel my membership over two months ago. I understand. This is a contract. I want my membership canceled. I reached out on November. Still nothing and continue to get charged monthy
    #********
    I’m out of state just want to cancel. They make it ver difficult to cancel. I do not think you should jump through hoops to get this done.
    Seabrook location

    Business Response

    Date: 02/15/2024

    This complaint is for a Zoo Health Club in Seabrook NH. we are not the owners or the contact people for that facility. That is another Franchise that has nothing to do with us. Please contact that facility and remove this complaint from our business. 

     

    Thank You

    Customer Answer

    Date: 02/15/2024

    This complaint is for Zoo Health in Seabrook New Hampshire not Derry Nh 

     

    Business Response

    Date: 02/27/2024

    Hi ****

    You signed up for a 12 month contract 10/13/2023 so you are in contract until 10/13/2024 with your final payment being 9/13/2024. You can not cancel the contract other than buyout of your remaining contract or you can pay a cancel fee of $70 with 30 day notice for moving with proof of new residence more than 25 miles from any zoo health club. This is all stated in your contract. I have also not received any emails from any Lisa I just checked my email. The club email is [email protected] or [email protected] 

The Zoo Health Club - Seabrook is NOT a BBB Accredited Business.

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