ComplaintsforSuper Fitness

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I signed up for this gym membership (I signed up for 2–one for me and one for my son), I was not told that it was a 3 year contract. The lady was purposefully distracting me the entire time I was trying to read it, making it impossible. It was only after I had signed that the other guy helping us mentioned a 3 year contract. I was not able to cancel at that point because I had already signed it. I get billed every month for two installments of $21.50 (for both accounts). In January, rather than being charged my account was credited for the two charges. I thought it was weird but assumed they knew what they were doing. I’m February, I was charged for both accounts on the 8th and AGAIN on the 15th. I was double charged in February. Whether or not they made a mistake in January and didn’t catch it for almost a month, it was not my fault and I shouldn’t have to pay TWO payments in February just because they’re incompetent and did not catch the January mistake. The lady is extremely rude over the phone after I was FINALLY able to get ahold of her. I have sent emails and called for two weeks now with no response. If a company wants to erroneously charge my account whenever they want to, the least they can do is have a competent billing department willing to talk to customers. This is a sad excuse for a business and I am trying to end my contract with such a failing company. They’re extremely unprofessional all around and not willing to help. Extremely rude and incompetent.

  

  Business response

  02/21/2024

  Ms. ***** singed a 3 year membership agreement to Super Fitness on 9/16/23 (attached).  Ms ***** is not responsible for her son's membership, he is an adult and signed for his own, but they use the same billing information.  Our credit card processor World Pay had an issue with their system getting declines immediately, therefore Ms. *****' payment for December was ultimately declined by her bank insufficient funds and reported to us in January,  I spoke with her and told her that in December she would have seen the payment come out as normal and then mid-January the money was returned to her by the bank.  Ms. ***** was sent 2 emails regarding the returned payment that was due and ultimately with no response the payment was taken (with no late/return fees).  Ms. ***** January payment was also returned insufficient funds,  that payment is still past due.  So far Ms. ***** payment for February has not returned.  

  Ms. ***** sent an email cursing that we took the money.  We have cancelled Ms. ***** automatic renewal for the membership.  The balance owed on the contract for Ms. ***** is $763.59 and is past due as of today.  

  Customer response

  02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  My son is not an adult. He turns 16 in March of this year. Clearly Super Fitness is incompetent in their record keeping, as well. If my son is the only one to sign that contract then it needs to be canceled because he is not 18. Super Fitness’ explanation for the billing error does not even make sense. Why did I get a refund if you charged me and it was declined? This entire company is incompetent and rude and tries to hide the fact that you’re signing a 3 year contract by distracting you while you’re trying to read it. They fail to tell you this up front. No other gym I’ve ever become a member of has had a contract like this and I assumed it was month to month. This company is a scam. Half of their equipment doesn’t even work. I am not satisfied with their response as it makes absolutely zero sense. Please cancel my sons contract since he was a minor at the time of signing (and is still a minor for 2 more years). 
  
  Sincerely,
  
  ****** *****

  

  Business response

  02/22/2024

  I apologize ,  the information I reported about Ms. ***** son was incorrect.  he is a minor,  Ms. ***** is the "Buyer" on the membership so she is indeed responsible for the payments for this membership as well.  

  Customer response

  02/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have forwarded the emails I sent to Super Fitness. They NEVER responded to any of my emails and in my experience a legitimate company that isn’t trying to defraud someone will always respond. Regardless if I cursed in my first email, I did not curse AT anyone. I was having a very rough day and couldn’t even buy my son food. It took me a week to get ahold of this billing lady by phone because she never answers her phone. If I had known the service with these people would be so awfully, unpleasant, unprofessional and incompetent I would NOT have wanted a gym membership here. 
  

  Planst Fitness s**kers people into a 3 year contract which is UNHEARD OF for gyms to do anymore. They should be required to state this up front before you sign anything and that just did not happen. I felt as if I was scammed into signing a 3 year contract and distracted heavily by a very overbearing woman talking my head off while I was attempting to read the contract. This is NOT GOOD BUSINESS!! This is a crooked company—vultures. I want my contracts voided.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is ridiculous. I have a collections account of $812 impacting my account when I never received anything from the debt collector or the company. It’s dated 2020 on my report FOUR YEARS AGO. At the time I called the company to cancel my membership shortly after signing up because I was moving to a different side of town. This company refuses to let people cancel unless it’s medically necessary , or they’re moving out of town and only offer years long contracts and only 2 days to cancel. If someone is coming to sign up for the gym they obviously plan to go for more than just two days. As a company if your that money hungry charge a flat rate fee for early cancellation. To continue charging people who made it clear they want to cancel then sending them to collection and affecting our credit report isn’t fair. It shouldn’t matter that a contract was signed when as a company THAT’S ALL YOU OFFER. To tell people they have to submit medical paper work and be declared by a doctor they can’t physically work out in order to cancel is ABSURD. I have disputed this on my credit report because I never knew where the amount came from until today. I asked for debt validation letter and never receive anything besides “This account remains the same and information is accurate.” I called MC CREDIT today 2/1/24 and was finally informed what the charge was. They had the wrong address, and an email I never provided or even had. So I indeed HAD NO KNOWLEDGE OF THIS ACCOUNT and will definitely NOT be paying $812 for something I requested to be cancelled early in term. I was also told they don’t accept settlements either.

  

  Business response

  02/21/2024

  Ms. ****** signed a 3 year membership to Super Fitness on 3/2/2020 after that 2 payments were made to the account.  Once payment stopped Ms. ****** was sent 4 emails to the email address on the contract and 2 letters to the address on the contract.  On 6/16/2020 Ms. ****** contacted our office and asked that her billing information not be used and that she was moving and would provide us with proof of relocation (as required in the contract).  This was never done.  We turned this over to the collection agency on 12/1/2020 for them to attempt to get payment.  As you can see on the attached contract that Ms. ****** not only signed twice but initialed twice,  also there is a 3 day cancellation period for any reason which she did not take advantage of.  Ms. ****** signed up for 36 payments of $21.40 as well as 3 annual facility improvement fees of $20 (plus tax) for a total contractual obligation of $834.75 less the 2 payments made of $21.40 each, Ms. ****** does owe $791.95 to fulfill her obligation.  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was in car accident 3-31-21 brought in paper work saying I was not allowed to work in novmbver because Injury gym told me to bring in paper work showing I was in accident and couldn’t work. I did the said it was ok they sent me to collections

  

  Business response

  11/16/2022

  [BBB Transcription via Fax]

  We are responding to a complaint from Mr. ******* ********. Mr. ********'s membership account was delinquent beginning 9/1/2021 at that point we called and sent 2 letters and 3 emails attempting to get payment. On 10/14/2021 Mr. ******** called our office and spoke with me personally and explained that ha was In an accident and was unable to use the gym and asked If we could give him until the middle of November to catch up, at that point I told him that If It wasn't caught up It would go to our outside collection agency. We didn't hear anything else from him so on 1/1/2022 we sent his account to MG Credit, our collection agency.
  
  If Mr. ******** was permanently unable to use tha gym we have a form that his physician would need to fill out f,or cancellation consideration, I have attached It to this email. Currently Mr. ********** account is still In collections.
  
  Thank You *****
  

  
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for a membership on may 28th 2020. I signed a contract with them for 3 years (only plan offered to me at the time). I recently got a job that makes it physically impossible for me to workout at those times which would make my membership useless. I tried to cancel but they pigeon hole you into “you have to be physically disabled or be more than 25 miles away” and when they last on the phone “*****” got smirky and said I could have chose a different plan, I explained to her it was never offered. Basically gave me a response that said I was just unlucky that day. This is completely unfair that they do not recognize life changes and circumstances for customers besides that very narrow window explained above. This membership is a scam and extremely predatory in nature, especially when their facilities and prices are similar to all the competitors in the area. They have the worst times available for people to actually workout.

  

  Business response

  09/28/2022

  [BBB Transcription via Email]

  From: <***********************>
  Date: Tue, Sep 27, 2022 at 1:35 PM
  Subject: RE: Claim# ********
  To: <*****************>
  
  
  We are in receipt of a complaint from ********* **** ID# ********.  I am enclosing a copy of the contract that Mr. **** signed and initialed on 5/28/2020,  by signing and initialing this contract Mr. **** understood that he was signing a 3 year membership contract and could cancel for any reason within 3 business days, otherwise could cancel for a relocation or medical reason (both would be verified with proof by our company). 
  
   
  
  Mr. **** is welcome to pay his membership off and it would be cancelled in the amount of $171.07,  he has 8 payments remaining on this contract as of today. 
  
   
  
  *****
  
  Finance Manager
  
  ************ ***
  
  ************ ***

  Customer response

  10/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I never denied that I signed the contract. I am saying that your employees never offered a lower contractual agreement. If this information was present at the time of the decisions, I would have chosen the lighter terms. It’s terrible business practice to make customers liable when your company withheld information.
  

  I know that three year contracts aren’t the only options offered by you because an employee ***** explained that I could’ve chose a month by month plan. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  07/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Joined this location due to the childcare option available for my child for me to workout. Once the pandemic hit; an they continued to take out money of my account I called an asked what was going on. Was told they would continue to take out money an add to the back of the membership. Which is not ok. After they opened back up; I went one time an my 4yr old child was handed an unmarked bottle of disinfectant an told to clean after touching things during a pandemic. Totally disgusting. I tried cancelling which they refused an now is on my credit report damaging it. I refuse to go to a gym that expects a child to disinfect. I tried disputing with credit report an they won't take it off.

  

  Business response

  10/28/2021

  Business Response /* (1000, 9, 2021/08/11) */ There is no written or verbal correspondence from ********* in regards to cancelling her memberships. She signed up for a 3 year membership for herself and a 2 year membership for her child. We tried to contact ********* several times regarding her delinquent balance with no response, which is why her accounts went to a collection agency. We are going to cancel both of her memberships as of today and have notified the collection agency to stop collections immediately.

• Initial Complaint

  06/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Super Fitness charged me a "facilities improvement fee" totaling over $21 on 6/18/2021. The issue is that I have NOT had an active membership with this company since October 2020. I froze my account right when the pandemic hit (March), and was still paying until my membership ended in October. I do not have a problem with this. I have a problem with the fact that I'm being charged over an account that is NOT ACTIVE. The billing consultant states that I indicated I wanted my membership to be automatically renewed. This is not the case because 1. why would I do that when I only wanted a year membership? and 2. I have not been charged for a membership monthly fee SINCE OCTOBER WHEN MY MEMBERSHIP ENDED!!!!!!!!! This business is such a sham. I want my money back because I do not use their services and have not since March 2020. Even though I have 7 months worth of gym time, I will not be returning to this business because they are shady.

  

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/06/29) */ ********* signed a one year contract on 11-29-2019, she also initialed that she wanted it to automatically renew once her contract was over. Doing this means that she has to pay the annual facility improvement fee every year, even if her membership was on freeze. We have cancelled ************ membership and refunded her for the Facility Improvement fee. Consumer Response /* (3000, 8, 2021/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a refund for the facility improvement fee. Consumer Response /* (2000, 15, 2021/07/14) */ Yes, I have received a refund.

• Initial Complaint

  06/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Refusal to cancel membership.

  

  Business response

  10/28/2021

  Business Response /* (1000, 16, 2021/08/02) */ The member signed a 3 year contract on 7/25/2020, he had a 3 day cancellation period and didn't cancel. The terms of his contract state he can cancel for a relocation (25 miles away from a participating gym, must provide lease or utility bill) or a permanent medical condition (OUR medical form must be completed by a physician). ************ has not contacted our office of the gyms to inquire about cancellation. If he qualifies for either of these he will need to contact us.

*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. ↩