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Business ProfileforFitworks Holding, LLC
Gymnasium
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
Additional business information
Additional Info:
BBB has requested background information from the business, but the business did not respond. As a result the BBB may not have current information about the business
At-a-glance
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Business Details
This is a multi-location business.
- Headquarters
- 849 Brainard Rd, Highland Heights, OH 44143-3105
- BBB File Opened:
- 9/11/1997
- Years in Business:
- 27
- Business Started:
- 6/4/1996
- Business Incorporated:
- 5/31/1996
- Type of Entity:
- Limited Liability Company (LLC)
- Business Management
- Ms. Eryn Medved, Financial Officer
- Contact Information
Customer Contact
- Madison Osborne, Marketing Director
- Additional Contact Information
Email Addresses
- Primary
Website Addresses
Customer Complaints
10 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
10/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I joined Fitworks in July 2022 & enrolled at the Parma location. After enrolling, I utilized the childcare service for 3 months, 07/22-09/22, which can be verified with the sign in/out sheet that is required with each visit. In September 2022, I called to cancel the service & was told that I would need to speak with a manager & the manager was not there but would call me back. I never received that call & can verify that with phone records. Since I never heard back, I assumed the service was cancelled & continued going to the gym 4-6 days a week. Two weeks later, in October 2022, we lost our home and everything we owned in a house & the months that followed were a blur. I continued frequenting the gym, still not using childcare & in February 2023, realized I'd been charged the $27 a month since I called to cancel in September 2022. So, that was 5 months of not using childcare after calling to cancel, that I was charged for it. I called & actually got to speak with a manager & explained the situation & they said I would be refunded for ONE month & that the re-occurring charge would be canceled. I was not happy with that response, but figured it was fine as long as the service was cancelled from this point on. Everything was ok, still frequenting the gym & still had not used childcare AT ALL since SEPTEMBER 2022, when I noticed in August of 2023 that I was charged for childcare in 07/23 and 08/23. I called, explained the situation, talked to the manager who was extremely rude & told me I would be refunded. It is now October 2023 & I have not been refunded AND I have been charged the $27 fee from 7/6/2023 - 10/6/2023 AND I STILL HAVE NOT USED CHILDCARE SINCE SEPTEMBER OF 2022. This makes 9 invalid charges with 1 credit since I stopped using the service. Management clearly does not care. I will call AGAIN but have little faith in them rectifying the situation. This is stealing & I would like to be refunded for ALL incorrect charges since this is their mistake, not mine.
Read MoreCustomer Reviews
3 Customer Reviews
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Most Recent Customer Review
Spencer H
1 star
02/20/2024
Tried to reach the manager Michael multiple times over multiple voicemails and even in person showings. Took almost 2 weeks to hear back from him. I signed up for a 1 month membership and continued to be charged. It showed under my membership that i only went 3-5 times during the first month.... and that's it. He was extremely rude on the phone and treated me as if i was a child. He refused to give me his name at first... then told me if i want his last name then ill see it on my cancellation email. I reached out to the Cleveland locations multiple times and was told that they would gladly give me a refund for my unused months. Michael absolutely refused and started reading lines off the contract, talking loudly over my voice. He refused to listen or work with me at all. If i were to try to ask/explain something he would revery to talking over me and reading lines off this contract that i supposedly signed. I was told i was singing liability wavers and my 1 MONTH MEMBERSHIP CONTRACT, According to Michael the other locations policies "don't matter" because I'm at the stow location. Interesting. I've reached out to the company directly and have never heard back.
Fitworks Holding, LLC Response
02/23/2024
Thank you for bringing your concerns to our attention through the Better Business Bureau. We value the opportunity to address any issues our members may experience and are committed to ensuring a satisfactory resolution.
Upon reviewing your complaint, we understand that there seems to have been some confusion regarding the billing and agreement terms. Our records indicate that our manager acted in accordance with the agreement you signed upon joining. We strive to make all our policies clear and accessible to our members, and we apologize if this was not your experience.
We also noted that there was a delay in communication on this matter, as we did not receive any outreach from you until August. As a result, the billing process proceeded as outlined in our agreement, leading to four billing instances before we were made aware of your concerns.
We sincerely apologize for any confusion or miscommunication that may have occurred. Our goal is always to provide transparent, fair service to all our members. To that end, we would like to invite you to discuss this matter further with us directly. We are keen to understand your perspective fully and explore potential ways to make this right.
Please contact our customer service team at ******************
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