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:09/11/2024

  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.

  Over a year ago I joined AFC Fitness in Feasterville and signed a one-year contract. Near the end of my contract, I moved away and needed to cancel my membership. In August of 2023 I paid a fee to break my contract and cancel it (I have included the ***** Then, I was still being charged my monthly fee even after I was told my membership would be canceled. I have since made multiple payments to *** believing that my membership was finally canceled. I made payments September and November of 2023 when I should not have had to. Each time I spoke to someone they kept changing when my membership would be canceled. I moved away and did not hear anything again until January 2024. *** texted me saying I owed money, when I called and texted AFC to ask why I was being charged they told me I had a missing payment. When I told them I did pay and that I had proof, they stopped responding. Now, in June and Septemeber of 2024 *** has charged my old bank account which was not even my method of payment when I left (it was a different account). They are now trying to tell me that I did not cancel my membership and I owe $330. I have spoken with the manager ****** and she told me that I need to pay the $330 to avoid it going to collections. They are ignoring the fact that I have a document stating I canceled my membership in 8/2023. They continue to add charges, they have made it incredibly difficult to cancel and they keep giving me the run around. I just want this gym to acknowledge that I canceled my membership and I am not paying $330 because I paid everything I was supposed to and there should be no balance. I know they have many other complaints of similar situations.

  Business Response

  Date: 09/24/2024

  We have reviewed the information provided. The October payment should have been the complaintant's last payment, but it looks like due to the way that it transferred during our software conversion, it did not look correct in the system. I have removed the past due balance from the former member's account and the account will not be sent to collections.

• Initial Complaint

  Date:07/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  21 NOVEMBER, 2023 I WENT WITH MY FRIEND TO THIS FITNESS GYM. I TOLD THEM THAT I WOULD BE VISITING TEMPORARILY AND WE AGREED TO A TEMPORARY VISIT. BUT THEY DECEPTED ME, INCORRECTLY EXPLAINED TO ME AND FRAUDULENTLY FORCED ME TO SIGN THE CONTRACT. I DIDN'T KNOW ABOUT IT MYSELF. BECAUSE I DON'T SPEAK ENGLISH. THEY TOOK USE OF THIS. NOW I WANTED TO CANCEL THE CONTRACT BUT THEY ARE HOLDING ME LIKE A SLAVE. NOT LETING ME GO. LATE MAY, BEGINNING OF JUNE 2024, I WENT THERE TO CANCEL MY CONTRACT AND ASKED TO NOT WITHDRAW MONEY ANYMORE BUT THEY ARE STILL CONTINUE CHARGEING MONEY FROM MY CREDIT CARD. THEY USUALLY CHARGE PER ***** $60 BUT OVER THE LAST 3 *****S THEY HAVE TAKEN ANOTHER $25 MORE. I STOP GOING TO THIS GYM ALREADY A ***** AGO FOR MY OWN REASONS. NOT SATISFIED WITH THEIR SERVICE. PLEASE TAKE APPROPRIATE ACTIONS REGARDING THIS BUSINESS. AS CLIENTS ARE FORCEDLY KEEPED AGAINST THEIR WISHES. I WANT MY MONEY BACK, REFUND FOR THE LAST ***** AND I WANT THEM TO CANCEL THE CONTRACT AND NOT CHARGE MY CARD ILLEGALLY ANYMORE. I NO LONGER GIVE MY PERMITION TO AFC LLC TO CHARGE MONEY FROM MY CREDIT CARD. THERE ARE A LOT OF UNHAPPY CLIENTS ABOUT THIS GYM. CHECK OUT ****** REVIEWS. YOU CAN CHECK OUT YOURSELF HOW PEOPLE ARE DISSATISFIED WITH THEIR ACTIONS.I WANT TO CANCELL MY CONTRACT AND I WANT MY REFUND FOR THE ***** OF JUNE AND ILLEGAL THREE ***** CHARGES OF $25 EXTRA. TOTALL REFUND WILL BE $135.I AM NOT SATISFIED WITH THEIR SERVICE.

  Business Response

  Date: 07/25/2024

  Thank you for letting us respond to this complaint. The member digitally signed a contract on 11/21/23. The contracted dates on the contract are for monthly dues paid each month from the contract origination date through 12/20/24. Our membership staff goes over this with prospective clients,and when needed, uses ****** Translate to make sure that they understand. If someone was going to only be here temporarily, there is an option to get out of the contract early, due to moving. The member must submit the relocation documentation and pay the cancel fee. This is in the Special Cancels portion of the contract.The member submitting this complaint did underline the last sentence of that in the copy of the contract sent to you but did not address all of the above outlining the special cancel conditions that are set into place for that immediate cancellation to take place. If the member had brought in the moving documentation and paid the cancel fee associated, he would have been cancelled immediately. The member has been increasingly aggressive towards our staff, so much so that the police had to be called to have him removed from the facility.I have included notes from our staff on the members account regarding these instances. At this time, I have revoked the membership so the member is no longer in contract. However, there does not appear to be any reason for the member to receive a refund. He was checking into the club through May, and then based on the notes in the system, the first time he was hear requesting cancellation was June 7th. Even if the member was not in his contracted period, a 30 day notice is put in place for our cancels. Had he requested cancellation on 6/7, his 6/21 billing still would have been processed and he would have been cancelled in July. 

  Business Response

  Date: 08/05/2024

  This member did come back with medical documentation to cancel the membership, after I had already processed cancellation after the incident with the police. The membership has been cancelled entirely in our system and we do not expect any further issues with this member.

• Initial Complaint

  Date:03/28/2024

  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.

  My 15 year old son joined a gym which was a contract without myself knowing. We have been charged late fees I called they said card not going through but then card was charged past 3 months with late charges which wasnt contacted about. Supposed to cancel this month on march 15 , they are saying will not cancel unless paid in full. We have paid and more with these late charges I dont understand I just want this cancelled and done with

  Customer Answer

  Date: 04/12/2024

  My sons credit card expired and they hit the new card not sure how they got new number 

• Initial Complaint

  Date:11/20/2023

  Type:Product 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.

  Cancelled due to staff harassment, they would not let me keep my gym bag with me while other members at the gym had their bags. I complained to the manager ****** and he said I needed to "call ******." I called ****** and I asked front desk to see him. Staff at the front desk said he was at lunch, even though it was 4pm EST. I went to the front desk again and asked them to cancel and to give me my money back since I was just charged that morning. Front desk processed the cancellation (attached), rolled their eyes at me, and said to wait for ****** to call me back. He never did. All of this took place September 22, 2023. I have never returned to the gym and no one has called or emailed me about a refund.

  Business Response

  Date: 12/11/2023

  Hello - There are signs on the fitness floor about the bags not being allowed on the floor. This has become an increasing issue and major tripping hazard. Staff does mention it to members because of the issues that they cause. Member complained and was confrontational with our staff regarding the rule. Member was initially in a 12 month commitment agreement, but due to the issue - our staff allowed the member out of her agreement early and cancelled her contract. This wouldn't cause for a refund since letting her out of her contract was already a consideration made to her and if held to that she also would have had a 30 day notice as well - which is listed on the signed cancel form as 10/17. Essentially the staff just let her out of the agreement and counted her 9/17 dues count as her last (and only) payment of the 12 month contract. Attached is a sign from the fitness floor and the signed cancel form. We don't have an employee named ******, so I'm not sure who the member was speaking about there. Below is a note from the staff on the member's account - 

  ************************ 09/22/2023 04:21 PM Member came by and complained that she was told by the trainers that she couldn't bring her bag with her for her workouts. I let her know that it is one of our general rules for the fitness floor. And we cannot make an exception for her because we would have to make an exception for everyone else as well.

• Initial Complaint

  Date:03/13/2023

  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.

  Started with my son on November of 2022 to try the center. The new member manager (*************************), explained the options for registering (I was wanting to sign up for the 30day free trial which really isn't free because there is a fee associated with it). I ended up signing for a membership & didn't realize that there was a cancellation fee (this was only listed in the multiple pages of the disclosure notices/the manager didn't forewarn me). After speaking with the general manager (*********************************), I cancelled my membership & payed the penalty. The fitness center is still charging me for membership dues.

  Business Response

  Date: 04/24/2023

  There are signatures on the contracts. After the member requested to cancel, the manager did call and explain that the cancellation options were medical/moving options, not just due to the lack of use - he explained he was not using the club due to refinishing his basement. While the member states that the cancellation "penalty" was paid, there is no record of any cancellation fees being paid - just the discussion with the GM. The GM attempted to call back again about this procedure and the member picked up and hung up on her twice. Until proper documentation is received and a cancel fee paid, a membership would not be cancelled or let out of contract.

• Initial Complaint

  Date:09/16/2022

  Type:Order 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 signed up unknowingly for a 12 month membership when I meant to signup for only 1-2 months during the summer time. I am back to college, have access to other fitness facilities at school and so want to cancel my membership at the AFC Fitness. The facility is not letting me cancel without a $100 charge. The facility has already charged me $45 initiation fee and expect me to pay $45 per month for the next 12 months.

  Business Response

  Date: 10/07/2022

  Hello ******************,

  
  

  I am responding to Complaint ID ********.

  
  

  This member states that she signed up unknowingly for the 12 month membership, but our membership contracts do state how long they are for and how many payments are required to fulfill them. The cancellation that was offered to the member is the one in the contract. Attached is the signed contract. Claimant has used the facility and should be held to the contract that was signed.