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:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My daughter is a minor and thought she wanted to do personal training. She met with a trainer to get information and said she had to talk to her parents since she was a minor. We did not agree to this as she is young and only works part time. The amount was charged to her account without our approval. We disputed the charges at the bank and they finally said since proper said it was a good charge so they finally charged her account. We have been fighting Prosper for months. They claim since we disputed thru the bank we arent owed it back even though it was deducted by the bank and the money given to them. Then they only offered a credit. They did an illegal transaction and cant do right by it. The personal trainer has been fired since this has happened.

  Business Response

  Date: 02/15/2024

  We deeply apologies for the confusion caused during the situation. Your daughter's account has been refunded by the club. Unfortunately there was a delay as the credit dispute you took through your bank took longer than expected and we cannot refund payments that are under reviewal. Please see the attached confirmation of the refund. 

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  11/2/2023 I walked in and cancelled membership I explained to them it can't go over $200.00 in one month and they did it anyway. They Changed my SSI card 4 times in one month. Who does this to a disabled person on fixed income? $195 taken out of my SSI.

  Business Response

  Date: 11/14/2023

  The following customer was charged for his past-due invoices on 11/1/2023, prior to Prosper Athletic Club's knowledge that the member wanted to cancel the membership and personal training. All membership and personal training invoices are auto-billed on their scheduled bill date. If a member's invoices do not go through, they may become backed up, causing multiple to withdraw at once, however, this is not any additional charges, except those that were owed from prior bill dates. The member came in on 11/2/23 to request to cancel. After the member requested to cancel, no further invoices were withdrawn.
  
  Please see the attached membership and personal training agreements, and autopay history. 

  Customer Answer

  Date: 12/07/2023

  I cancelled the gym membership two months ago. During that time I filed through BBB. They prosper athletics gym took out $99 again. It's definitely now theft.

  Business Response

  Date: 12/14/2023

  The customer was charged one more time following his cancellation request as per his agreement there will be a 30 day notice invoice following a cancellation request. The payment on December 1nd of 2023 was that 30-day notice, moving forward his account has been cancelled and there will be no further charges. Normally with accounts we charge the first month and last month up front, so that the member does not have an invoice due within the 30-day notice, however, as you can see from the customer purchase detail he never paid his last month upfront. 

  Please see the attachments. 

• Initial Complaint

  Date:10/19/2023

  Type:Billing 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.

  1. I cancelled membership 9/3/23 in-person at the athletic club 2. They took by FOB so I can't enter club anymore 3. They issued a cancellation notice on 9/4/23 which I attached to this complaint.4. Now they say I still owe money and will continue to charge me membership dues bi-monthly until I pay. So my blll keeps getting larger and larger even though I cancelled.5. I want them to quit billing me and write off the bogus charges.6. No one has ever sent me any communication to say why they think I owe them money.7. They just keep adding bi-monthly dues and sending me an electronic bill

  Business Response

  Date: 10/20/2023

  In regards to the customer ***************** and their membership with Prosper Athletic Club: the customer came into the facility on 9/4/23 to request to cancel her account, following her cancellation request she received a confirmation that her request was received and a copy of the request they signed. Please find the request attached. On 9/5/23, Prosper Athletic Club sent the customer an email following up with their request, that it could not be completed at that time as their account was past due by $44.00. Please find the follow-up email attached.  Attached is also the member's current account status, which is still past due, now by $110.00. While the member is past due, no funds have been withdrawn from their account since their cancellation request. The club is blocked from withdrawing invoices per the decline code " Declined - CardDeclined: Code: D2026. Message: Do not honor.". Contrary to what the customer is saying, ******************************************* Club did reach out to them and explain the situation, per the email sent on 9/5/23
  
  
  We have informed the customer that their account has not been canceled and why. Please see the attached files. 
  
  

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20756235
  
  I am rejecting this response because:  Prosper Athletic Club sent me a membership cancellation notice that I already provided in my original complaint.  The clerk at Prosper did not tell me that my membership was not cancelled.  It is predatory and unethical for a membership or subscription-based business to continue to charge you monthly dues when you cancel your membership.  Interest charges are one thing if they believe I had a balance when I cancelled but when they tell you they will NOT CANCEL your membership and continue to charge you monthly dues even when they remove your ability to access the athletic club that is extortion.  I can't think of ANY other similar business that would get away with this type of business practice.  As I do research through the *** website I see that more and more states are cracking down on predators like Prosper Athletic Club.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/31/2023

  Prosper Athletics Club provided the customer with an email directly following the cancellation request, to inform them that the account could not be canceled until the past due balance was resolved. The final communication about the status of the cancellation from Prosper Athletic Club was that email. Prosper Athletic Club sent multiple invoice reminder to the customer, all with no repones. We will be happy to waive and invoices that have collected following the cancellation request. All that we ask is that the payment of $22.00 that was originally past due at the time of cancellation is paid. Once receive, the account will be cancelled. 

  The member can still check into the facility without their scan tag. The customer can give there name to the front desk to be checked in. Thus the member will still have access.  

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20756235
  
  I would accept this resolution but when I go to pay Prosper the $22 they said they would accept their online bill pay process will only let me pay $110. If I am sent a corrected online invoice for $22 as they agreed, I will pay on receipt. But I must get a corrected invoice. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/27/2023

  The member has been sent the corrected invoice.

  Customer Answer

  Date: 11/28/2023

  Prosper athletic club agreed to quit billing me if I paid $22.00. My receipt for that payment and the invoice where they acknowledged they would close my membership is attached. They just billed me again TODAY for another $22.00. This business is horrible. Now it looks like I will be forced to hire an attorney to stop their predatory business practices. 

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 started going to this gym in February of 2023. I signed up for a 6 month training program. After 6 months we were to have a consultation to see if we wanted to continue or not. After the 6 months we were expecting the 270$ we were paying to end and just the 22$ a month to continue. It did not. Nobody reached out to us. When I confronted them about canceling they tried to be sneaky and sign me up for a 140$ service instead. Then after having a sit down with both managers we said we no longer wanted to do the training sessions and asked if we were going to be charged again after this and they said no. They explained they wanted to see us again to plan out all of the training sessions we did not use for no charge extra. After that we were still being charged and when going to call and figure out why. They were dodging us, promising call backs that never came, and then got angry over the phone that we kept calling and said it was our fault for not understanding better. The manager said, I expected you guys to come back in a few days and not a month. Then processed to tell us how he had seen us at the gym numerous times since our meeting. After looking on ****** it looks as if we are not the only ones who have been tricked into spending an obscene amount of money for a service we arent using and have been trying to get canceled. I feel completely robbed by this place and they dont even care. They get angry and make it my fault and say they cant do anything to help me. Looking at our account they were charging mistimes a month for a monthly charge of 22$. They are overcharging and refuse to be accountable.

  Business Response

  Date: 08/29/2023

  To whom it may concern, 
  
  This particular client signed up with us on 1/25/23 for a 6-month term of personal training (PT). We have all records on file for both their personal training agreement and their membership agreement. Our personal training process remains the same, allowing for continuation after the 6-month term concludes. Regarding memberships, they run bi-weekly instead of monthly, a arrangement the customer accepted upon signing up.
  We engaged in discussions with the clients about potential future training options while they utilized their accumulated sessions over the 6-month period. In response, they informed us that they needed time to consider and would revert at a later date. However, the client never provided notice whether they intended to downgrade their personal training or terminate it entirely. Our company adheres to a stringent cancellation policy, explicitly stated during the sign-up process, which the client acknowledged.
  
  Again we have all records on file so please feel free to reach out to me at ************** for further questions. 
  
  Thank you, 
  Olee

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Prosper Athletic club has been billing me for the past seven months after I cancelled my membership multiple times trying to get them to stop. My bill is currently at seven hundred and sixty three dollars after asking them repeatedly to stop charging me. I signed an exit contract twice to cancel my membership.

  Business Response

  Date: 07/10/2023

  To whom it may concern, 

  This message is in response to ************************** past due balances for his Virtual training account. 

  *****'s gym membership was cancelled on 11/2 at 8:12pm. On 11/13, ***** then Signed up for the virtual training program with no expiration date on the agreement for a total of $109 per month. The account has been past due since 12/13 to the present date without a form of cancellation. In order for an account to be ended, the account must be in good standing with the company. Since ***** has not paid his past due balances, his account has accrued payments. We are happy to work with ***** to resolve this issue if he could call the club at ************. 

  All membership terms and conditions were agreed upon by ********************** on 11/13/22.