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:03/30/2023

  Type:Customer Service 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.

  The gym has advertised the facilities with three pools when only two lanes are available 6 days out of 7 days because of private swimming classes. Patrons have restricted use of the pools during this time and they are told if they attempt to use the pools they will be taken out of the pool if classes are in session. Now, private classes have restricted the patrons' use of equipment and space on the gym floor. To make matters worse some of the personal trainers are aggressive and disrespectful when patrons approach them us ask for the use of the equipment even when not in use. Signs are posted on the floor during the classes not to walk on the floor mat and restrict access to the mat where patrons do their exercising. When you complain to management and ask to end membership they hit you with cancelations fees that are set in place to trample you because they know patrons will be disappointed when they discovered they are promised something they are not allowed to have without paying extra private trainers sessions. Not only is the advertisement misleading but the way the complaints and situations are handled is unfair and distrustful. One should not be penalized for ending a membership when the location is at fault for the situation. Furthermore, the trainer's aggressiveness should not be permitted since we are after all paying customers. There is no way a member knows of these situations until he or she is visiting the facilities by then trapped in a cancelation fee. I encourage investigation since you can hear complaining patrons daily on the facilities.

• Initial Complaint

  Date:11/01/2022

  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.

  I was a member of this health facility and was required to pay a monthly membership fee of $89.00. On or about 10/15/22, I called the gym to inform them that due to a newly diagnosed medical condition I can no longer attend or exercise, and I would like to cancel my membership due to my medical disability. I was informed that I would have to come to the facility in person to cancel. I informed the person on the phone that I am unable to come in person, again due to my disability, and I was then informed to write a letter and send it certified. I sent such letter via certified mail and it was received and signed by the facility on 10/19/22.On 11/01/22, Steel Fitness processed a payment of $288.00 to my bank account on file. When I called them about it, i was told that it is a yearly renewal fee, a maintenance fee, and a last month membership fee. I was never explained about any of these fees in my membership agreement. I would like a refund of my $288.00 along with an overdraft fee of $35.00