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:02/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Follow up to Complaint Number: ********. I signed and paid for a three year contract with UFC Fit Silverado and they closed less than a year into the contract. I have already tried to file this complaint and it was transferred to the new owner, EOS. *** is refusing to refund my contract since I signed it with UFC Fit. The contract states that if the gym is sold to a new owner, I am due a refund yet both companies are refusing to refund me. UFC Fit says it is EOS that needs to refund me and EOS says that it is IFC Fit that needs to refund me. I am owed over $600 and just want this to be over with.

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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.

  On 1 December 2022, I visited UFC Fit Silverado Ranch in person to cancel my membership. On 15 January 2023 I was charged for a $99.00 membership. I visited the location to discuss the charge and assured the refund would be processed in 7 to 10 business days. Since February 2023, I have either visited in person or called three times to resolve this issue to no avail. On 10 March 2023, I called to speak to a manager. I was told by front desk staff member (****) that a manager was on a call and if I wanted a return call or stay on hold. I opted to remain on hold as the last time I left a message for a manager (*******), I never received a call back. I was on hold for over 40-minutes before hanging up and calling back to which I was sent to a voicemail. On an additional call back, I was informed by **** that the manager was in a corporate conference call, the manager would be a while, and that corporate calls are typically long. I addressed my frustration with not being told this during my initial call when I agreed to stay on hold. I requested to leave a message with ******* to include a note that I would be filing this complaint if I had not received a call back today. The lack of action to refund my improperly charge card and lack of communication regarding my issue, leads me to believe that UFC Fit Silverado Ranch and/or UFC Corporate have no regard to customer service or satisfaction.

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  2/4/2023 1:52pm - I met UFC Gym manager and signed up for membership.(I said I wanted to try the trial class for my kids, and my kids said they couldn't do the trial class. If you want to try the trial class, you can sign up for a membership and cancel anytime within 7 days and free cancel.)2/6/2023 12:30pm - I went to UFC SILVERADO GYM, I met manager. I told him that I would cancel my membership because I had a different schedule for my kids.(He wrote my name in his notebook and said my membership had been canceled.)2/6/2023 3:15pm - UFC coach texted me to schedule a coach.2/7/2023 4:25pm - UFC coach texted me to schedule a coach.2/7/2023 4:30pm and 4:38pm - Two time I called UFC fit Silverado (She told me that you have to fill out a cancel form in order to cancel your membership.)2/7/2023 4:57pm - I went to UFC SILVERADO GYM, I met manager. I asked cancel my membership and cancellation membership form.(He said he had already canceled and the cancellation form send me by email within 24 hours.)2/7/2023 5:52pm - ******************************* called me to schedule a coach. 2/8/2023 4:53pm - I requested cancellation again via email and received this email from the ufc manager."Hello,That's not correct you were charged on that Saturday. Along with a signature for the charge. You came in a couple days letter as I was busy with a guest and I did write down as a side note.We would never keep anyone that canceled and always a full refund. Any calls are from gym sales system not current members, membership will be canceled."But, my current membership is active. They did not cancel and continue to make payments. Please cancel my membership.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On January 23rd 2023 I walked into a gym to inquire about boxing lessons/classes. I was not interested in membership so the manager came to me with another associate to tell me everything gym offer. Once again was only interested in the boxing part so ******* told me he would cut me a deal for the classes and my daughter could join the youth classes at gym for price of ******. I told them I did not want to proceed once the pricing changed towards the end of presentation and the waiver was discussed stating they was not liable if anything happen while on their gym. I have a gym membership already with planet fitness they do not offer boxing classes so that's why I was interested in ufc fit at first but not anymore on that day on 1/23/23 at around 10 or 11am they charged my card after I told them I wasn't interested and walked away $****** and before I walked out the door received an alert on my phone that they charged my card again another $34.18 totaling ******. I did not give consent for my card to be charged this amount and I refused the service at the end and have not used the service. The managers ******* even have him on record with my bank stating this transaction will reverse back to my card within 24hrs also stating if it do not reverse back within 24hrs he would bite the charge because he know the transactions was wrong and not suppose to charge my card. It's been a week nothing has been refunded and the money ******* stated he would give the next day was not given to me. I reached out to the operations manager ******* at the location and she refused to keep me updated on anything and I called her personal number but nothing is being done at the moment after she told me she would get in contact with corporate. I do not want this membership and want my refund due back to me in amount of ****** which I have proof thru my transaction bank history. I even requested corporate number but nobody want to give it to me.

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  8/26/22 I attempted to extend my agreement with UFC GYM. I currently have an agreement until 07/23 paid in full. Spoke with General Manager ******************************* who extended my agreement for an additional 3 yrs from 07/23-07/26 charging my card $400. He extended it 3 yrs starting the day that we spoke 8/26/22 instead of 07/23-07/26 Spoke with ******* in person 8/27/22, he handed agreement date problem to operations manager *************************. Spoke with ******************************* again August 31st & told him my agreement was still incorrect & there was additional fees that I was not aware of. I never signed an agreement or was asked to come in to sign. Nor did he tell me that he was signing for me. He then call ****** asked about outstanding $199.00 & the agreement date still not being correct, he said he would take care of ************ was on ******* to correct agreement end date. His exact words were "I'm taking care of it now, do you need anything else? I'm busy. " To my surprise I got hit with $199.00 charge 11/20/22 on a different card all together. I reached out to operations manager ************************* again in hopes to resolve the issue. First through email on 11/20/2022 then on 11/21/2022 over a phone conversation. She said she would look into the matter through an email 11/21/2022, I never heard back. Spoke with ************************* 11/28/2022- she stated she had been busy & hadn't talked to manager *******************************, but that I had signed an agreement when extension was done. I informed her I had never been in & that I had text messages from her manager and I stating that there was fees I was unaware of, as well as not signing anything and they had the camera proof. She refused to help. I feel so uncomfortable walking into such a hostile dishonest environment where not one manager follows through or is honest with what is promised.I've asked to cancel ******************** of fees since my original agreement was paid in full until 07/23. Refusal of help of any kind by both managers.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 suffered 1st degree ***** on my feet after using the cryotherapy machine. I couldnt walk for days and over 10 days later I cant run, jump or lift weights. I complained to the UFC fit Silverado location and they said sorry and there is no recovery manager to talk to. I told them there is a layer of ice on the machines floor and this is why I was burned. They said since there is no recovery manager the machine is not being maintained. Another employee said they are not defrosting the machine daily because no one is in charge of recovery. A week after my complaint there is still ice on the floor. I asked them to refund my recovery for the month and they said no. I asked them to postpone my monthly private sessions payment and they said no. I cant begin private sessions on October 1st due to this injury. I want the payment waived or pushed back a month.

  Business Response

  Date: 11/21/2022

  Good afternoon, 
  I apologize for the delay in responding back. It appears the first letter was misplaced and brought to my attention when asked for after receiving the second letter today November 17th. 
  Member *********************** has been one of UFC Fit's regular recovery members since October 2021. On September 15th member had a few guests that she informed about cryo therapy and would like them to try it out. I (*************************) walked member and guest over to recovery area as I was informing *************************** guest on how Cry therapy works. ******* had entered the cryo chamber before the 3:00 min timer went off I seen ******* exit the cryo informing me she had forgotten to wear covered shoes. Once ******* had mentioned no covered shoes I immediately asked if she was okay member did respond with my feet is really cold and I need to heat up my feet as she sat on a recovery lounge chair. I asked ******* if she would need any type of medical assistance or write an incident report. *******'s response was "she will be ok, it's no biggie and will let me know how she is feeling later" ******* had proceed to UFC Fit's workout floor. On the way out of the facility I kindly asked how her feet is doing ******* responded with "I'm ok". One of our number one policy is to wear covered shoes, I did not remind member to wear covered footwear as member has been aware of our cryo safety guidelines. Safety guidelines is also posted near cryo entrance door and located on signed waiver form. On September 21st *********************** checked-in to UFC Fit boxing condition class. Please see attached footage of 9/21/2022 class workout top left-hand corner with black and white striped pants. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18126415
  
  I am rejecting this response because it is false. I never said I forgot my protective shoes. Ive been going in with socks for at least 6 months. I was told I cant wear my shoes in the chamber. ******* never asked me if I needed medical attention. She never asked me if I wanted to fill out an incident report. ****, a week later, asked me if I wanted to fill out an incident report which I did at that time. ******* never followed up with me. I requested that ******* cancel my recovery membership and private training membership. Yet, I was still charged and am still waiting for a refund. ******* has still not fixed this situation. She has still not responded to my emails. 
  
  Sincerely,
  
  ***********************