ComplaintsforONYX Health Club Parma

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I visited the Onyx Health Club Parma location on June 9, 2023. Upon walking in this club, I noticed the extremely hot temperature throughout the building. It had to be a 70 or 80 degree day so I didn’t understand why the air was not on. I decided to start a membership with this club because I needed something that was close to my house. I was quote a monthly price of $54 for unlimited use. However, as the months progressed I noticed that my monthly cost has gradually increased to $62. Since I was not notified of this, I decided to cancel my membership. The other reason that I decided to cancel my membership is because no staff were ever there and no one ever answers the phone. In fact, if you do a Google search of the Onyx Health Club in Parma, OH, it list a phone number that is disconnected. I sent an email to an email address listed on their site, to cancel my membership and I was sent an electronic form to complete then I was told that I have to contact the club directly. It seems virtually impossible to cancel this membership. In addition, the Parma location is no longer listed on the Onyx Health Club website. I am very dissatisfied and upset that the owners and staff of this club have become more money hungry than customer focused. I would not recommend this club or any others to anyone.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  The gym closed down permanently and I can't get a response from the support email when requesting a refund. I signed up and was only a member for 1 month, and then the location closed permanently without warning on 10/9/2023. The same day the attached letter was posted on the entrance. They billed me for another month on 10/2/2023, which makes no sense obviously since the gym has closed. In their letter they also state that their members can redirect their membership to Fitworks in Parma, and I have notified that location that I am not interested in doing so. I simply request a refund as I am not receiving the services that were originally agreed upon.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in August 2021 this Parma location of Onyx Health had a raffle for a year’s worth of “free membership and personal training,” which I won. They convinced me to upgrade (a three hundred dollar difference) in order to have 24/7 access and free admission to group trainings, other perks include always being able to have a plus one. I did pay for this upgrade. I have since received three 90$ (Monthly) charges for utilising their personal trainers. They have now sent me a letter from a lawyer stating I owe them over a thousand dollars for a year’s membership. They do not answer my calls or voicemails. They posted on their instagram page back in August a photo of me stating I won a year’s free membership and personal training. I no longer wish to continue services. I want two of my 90$ charges back and I want this extraneous debt nullified. I plan to bring this into the location in person but have seen many reviews that state this will not end well. I have not used their gym once this year while trying to solve these disputes so if I can get any portion of my paid upgrade fees back as well I would be grateful, but I understand that may be out of my reach. By the end of this business week I will upload supporting documentation. If walking into the location settles this dispute I will update and remove it. Thank you.

  Business response

  03/15/2022

  Good afternoon Kristie,

   

  I am replying to customer complaint and would like to assist in getting this issue resolved for ****** asap. Please advise what the next step is so that I may be of service. Look forward to hearing back from you.

   

   

  Thank you

  Business response

  03/17/2022

  Confirming that I spoke with ****** yesterday and we have come to an agreement. ****** has been made aware that any past due balance/balances have been waived. She said that she will be reaching out to you today as well to drop complaint. Thank you for your help and please let me know if there is anything else needed on our end.

  
  

  
  

  Thank you

  Customer response

  03/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Richard has made every effort to delete extraneous charges against me and I feel confident I can contact him if something else goes astray in the future. I visited the location yesterday with friends and felt grateful to be back. I feel everything is resolved and will continue to reach out directly to Richard if I have any issues.
  

   

  My utmost thanks,
  
  ****** *********
  
  

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good afternoon. I tried to cancel my membership for Onyx health club in August, 2021 that’s when I received an email from Customer Service Director Alyssa stating they received my cancellation request. After that my card was charged every month up until October when I physically went in the Onyx Health Club to talk to them and tell them about my concerns about charges on my card. They did cancel my membership and took a key chain (well that’s what they told me). Now I’m receiving collection letters stating I owe them money. I did closed my credit card in October which was set up with auto pay and I believe since they couldn’t get payments they filed for collection. This is very unprofessional and I would like a refund from August to October which were put on my card! I tried to resolve this matter with ********* ********** online customer support agent Lisa since mid of January, she emailed me this morning that she can not reach Onyx Health Club and I should go to the club AGAIN. I’m not even in the same state, as Onyx Health club! I’m working in Philadelphia, PA which is 7 hours away from the club. Please help me to resolve this issue and get collection off and get refund from these unprofessional people. Thank you!

  Business response

  03/24/2022

  Good afternoon Kristie,

  We have removed *******'s account from collections and he owes Onyx no money for any past due balances. I verified and confirm that he did submit a cancellation request back on 8/1/21 so the final bill date on his account should have been 8/24/21 due to our 30 day notice cancellation policy. We owe ******* a full refund for the months of September and October. Total amount of the refund would be $64.78. Please review this resolution and advise so that we may finalize closure on this complaint filed by *******. I look forward to hearing from you.

  
  

  Always at your services,

  Richard C*****

  Regional/Operartions

  Customer response

  03/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But they will have to issue me a check in my name and send it to my home address **** ****** *** ********* ** *****, since I had to cancel my credit card that Onyx had on file in October, because of Onyx would not stop charging my card. Please let me know how they going to reimburse me. Thank you 
  
  Regards,
  
  ******* ********
  

*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. ↩