Complaints

This profile includes complaints for National Acceptance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Acceptance Company

  4813 Jonestown Rd Harrisburg, PA 17109-1748

• 

  National Acceptance Company

  PO Box 6368 Harrisburg, PA 17112-0368

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:07/03/2023

  Type:Customer Service 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.

  NAC purposefully built communication blocks to make cancelling membership difficult.Example 1. High call volume alerts without voicemail access Example 2. Requirement of customer to post a **** certified mail letter requesting cancellation to their P.O. Box Example 3. Making customer service call difficult to hear by talking while customer is asking questions and then pretending the customer was interrupting Example 4. Using the word "term" to mean a continuously renewed contract that goes beyond a 12 month time period.Example 5. Using ambiguous terms within the contract so as to misdirect the customer and maintain monthly payment beyond 12 months. I should not be charged for July and August. I paid for 12 months even though I've been ill and unable to use the service. A year is a term. I should not be charged for July and August. I should not have to make a trip to the post office. I should not have to do anything more than tell customer service to cancel my membership. No one should have to go through so much to cancel a service. This is malicious greed.

  Business Response

  Date: 07/07/2023

  Please accept this response addressing ** ********** concerns regarding her membership agreement.
  
  1.   NAC has voicemail options for any caller who does not reach a representative in a timeframe they are ok with. Our policy is to return all calls within 48 business hours.
  2.   **. ********** contract (attached) requires that she submit a certified letter requesting cancellation. This is not NACs policy, but a term of her contract.
  3.   This is subjective statement and not supported by the call recording.
  4.   The word term is used in the contract ********************** signed specifically in the renewal clause she initialed that states: In order to preserve the monthly rate after the initial term, Member understands and agrees that at the end of the initial term, memberships will continue on a month-to-month basis at the same monthly rate as indicated herein.
  5.   The contract additionally states on Page 2, Section 2, No. 6: After the completion of the original 12 month term (from date agreement was signed) and conversion to a month-to-month basis as indicated on the front of this AGREEMENT, the Member may cancel the AGREEMENT upon giving 30-day written notice sent via **** Certified Mail to NAC at the address listed herein. All payments must be current prior to cancellation approval. This is the same information that was provided to ***********************
  
  We are sorry ********************** feels she should be able to just call and cancel her membership. NAC is a processing center for payments and does not provide fitness memberships nor is a party to the contract. As such, NAC is forbidden from making any arrangements with members outside the terms of their contractual agreement and will provide customers with understand the process.  

• Initial Complaint

  Date:06/26/2023

  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.

  i have received a collection ntice which is fraud stating this company on behalf submitted for *** **** ******* 720.00 which is faalse.I have already contacted you a few times and was received a email advising my medical cancellation was received post marked certified 6/7 and this collection compnay states you notified them 7/19 and they are now ahrassing me by text!I signed up for the 4 mont fitness trial which was from 2/20-6/20 2 payments of 138.00 in which I paid one,this needs to be resolved asap,this is unexceptable from you and war room fitness,the email you sent acknowledeged you would adjust everything and send me a new email in 3-5 days which has not happened!I laso want a new letter wehre you have corrected everything as you should have and adjust my amount owed

  Business Response

  Date: 07/13/2023

  Please accept this response regarding the complaint from **************. NAC is a third-party payment processor who was contracted to process the recurring membership dues as outlines in the attached agreement. NAC is not a party to the membership agreement and therefore does not have the legal authorization to make any changes between the customer and the contract holder. As such, ********************** has made payments in good faith or provided documentation as outlined in the membership agreement for a proper cancellation. The terms for cancellation are provided on the second page of the membership agreement under Section 2: Consumer Disclosures. Item 1 provides for cancellation due to physical issues once the member provides proper proof of disability. ********************** submitted a disability form June 7 that did not meet the requirements for cancellation and was notified on June 28th the reason her cancellation was denied. Her condition is noted that it will last 3 months which would have made her eligible for a freeze of the membership provided her payments were current at the time of the request.
  
  Item 7 indicates that all membership dues must be current prior to cancelling an account. ********************** agreed to make payments of $69/mo beginning on 3/15/23 and has not made any payments to date. Her original payment of $138 is noted as received on the attached copy of the membership agreement.

• Initial Complaint

  Date:06/15/2023

  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.

  I mailed a cancellation letter for my account #*********** to NAC the same day I joined, because I read the fine print on what was supposed to be a 16 week membership, discovering it was actually for 12 months. NAC acknowledged via email that they received my certified cancellation, postmarked for the SAME DAY I joined. Their email of 31MAY2023 said my cancellation was "under review" (even though they stated it was during the legally protected 3 day buyer's remorse period) which is unacceptable because, legally, even according to their own email I should receive a full refund of the $138 charge to my debit card. Their email said to allow a maximum of 30 days for processing of my refund and completion of my cancellation. Today, on day 29 of that wait, they charged me an ADDITIONAL month's fee of $69, and still haven't refunded the initial charge. Unacceptable. I expect all charges refunded and no further charges from NAC in the future, with complete cancellation of this "membership".

  Business Response

  Date: 06/23/2023

  Please accept this response regarding the complaint from **************. NAC is a third-party payment processor who was contracted to process the recurring membership dues as outlines in the agreement ************* signed with the ******** Program at ************************. NAC does not engage in any fitness services, signing customers up for memberships or management of fitness programs. NAC is also not a party to the membership agreement and therefore does not have the legal authorization to make any changes between the customer and the contract holder. As such, ************** has been updated regularly on the status of her cancellation request. *** received her request for cancellation on May 30 and promptly forwarded this request to the appropriate contractual parties to her agreement. As outlined in the membership agreement, all refunds are processed within 30 days; and would be due on June 30, 2023. On June 22, 2023, NAC received authorization to close her account and issue a refund for the payment processed on 6/15/23. ************** was notified on June 23 that her cancellation was approved, and the payment would be refunded within 5-7 business days. Any payments made at the time of signing will be refunded by the ******** Program she paid at the time of signing up. We hope this update provides resolution to **. ******** concerns.

• Initial Complaint

  Date:05/22/2023

  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.

  False advertisement and false representation by **** ***** /NAC Fulfillment of payment commitment but will not release from contract. Rushed to sign contract. Given false information

  Business Response

  Date: 05/26/2023

  National Acceptance Company is a third party payment processor and not a party to ********************** agreement. However, a copy of the agreement ****************** is attached for review as it clearly states the options for cancellation in Section 2, page 2. ****************** contacted our office multiple times regarding the options to cancel and was provided verbally with the options written in the membership agreement. As a third party, NAC is not authorized to make any changes to a membership agreement outside of those outlined in the membership agreement.

• Initial Complaint

  Date:04/05/2023

  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 thought I would be able exercise but my health is not good enough to perform the activities required by this organization. So, I have paid them $276 and have been unable to benefit from their program due to failing health.

  Customer Answer

  Date: 04/05/2023

  Since I am physically unable to perform the activities I want to terminate any future relationship. Furthermore, this is a credit organization and they conceal the fine print until you sign. Keep the $276 and leave me alone. 

  Business Response

  Date: 04/10/2023

  National Acceptance Company is a third-party payment processor, contracted to manage the payment schedule and agreement for *************************. The Program Guidelines and Procedures explains the requirements of the program on the 3rd page of the attached membership agreemnt. On March 27, NAC received a request to cancel Post Marked 3/20/23, however the guidelines and requirements of the program were not followed. As of the date of this response, NAC has not received a request to cancel for medical reasons. As stated in Section 2 of the membership agreement, there is a medical form to be completed by a doctor that does not require any HIPPA information. This form was emailed to ************************* April 10. If *************************** would have contacted our office to inquire about cancelling for medical reasons, the form would have been provided at that time. Please see the attachment for the signed copy of *************************** membership agreement. Thank you.

  Customer Answer

  Date: 04/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I am seeing my doctor to complete their form and I am seeking legal counsel. I note the MANY complaints against these people.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 04/19/2023

  The customer's response does not reject our position or the fact that a contract was signed. At this time, the response is the same as previous. NAC is not a party to the contract and must follow the terms as outlined in the membership agreement. Please notify the customer that their rejection is not related to any service or business process provided by National Acceptance Company and the customer should review the membership agreement for the services they purchased. Thank you.

  Customer Answer

  Date: 04/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have provided a letter from my primary physician stating I am physically unable to perform within the parameters of this contract. Furthermore, I regard their replies as harassment and I will not be bullied into submission.
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 05/11/2023

  I provided NAC with the form they required to be completed by my doctor. This was done prior to their deadline and sent by certified mail per their requirements.

  Business Response

  Date: 05/11/2023

  NAC is in receipt of the medical form requesting cancellation of the membership. As a third party processor, NAC is not a party of the membership agreement and has not been authorized to make any changes to it. The contract holder, Fitsmart Program,  has denied the request for cancellation because the request does not meet the requirements of the membership agreement. As you can see from the attached form, the customers condition began in May 2022, approximately 6 months before the agreement was signed. As such, the membership agreement was signed knowing that there was a medical disability that precluded use of gym services, yet the agreement was signed anyway. The membership agreement strongly encourages you to check with your physician prior to signing such a membership to ensure that you are physically able to participate in the program. Because the condition began prior to signing the agreement, the condition provided would not meet the requirements of the medical clause to cancel the agreement.

  Customer Answer

  Date: 05/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They have now changed the name from ************** to ******** *********! This is a bunch of thugs and I will NOT ACCEPT IT. I've had enough. Next stop, Attorneys General.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/09/2023

  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.

  I am looking to get a refund for an unauthorized transaction of $79.00, and to stop future deductions from a billing company. I have all the necessary documentation to support this from the 2 different entities involved. The first is a gym *** Technology and the second is their billing partner NAC. I only have issue with the billing partner NAC, not with the gym ***. I believe NAC is scamming the people who sign up at the gym, and are later subjected to continued deductions to their accounts by the billing company, which promises to continue billing a monthly deduction of $79 for a full year, when the initial contract is only for 16 weeks. NAC – National Acceptance Company is a company based out of Pennsylvania, but they are a third party that contracts with local gyms to do their billing. The gym I signed up with is *** ********** located in Southern Pines, North Carolina. I have no issue with the gym. They run a legitimate business and worked with me on this issue. The problem is NAC – which has charged me for an extra month ($79.00 charge) and has refused to refund me.

  Business Response

  Date: 02/13/2023

  Please accept this response regarding the complaint from ******************. NAC is a third party payment processor who is contracted to process the recurring membership dues as outlines in the attached membership agreement. NAC does not engage in any fitness services, signing customers up for memberships or providing any other services outside the terms of the membership agreement. NAC is not a party to the membership agreement and therefore does not have the ability to make any changes between the customer and the contract holder without all parties approval of the contract. All the information provided to ****************** by NAC is available in the signed membership agreement. However, as of February 9, an error was made known to NAC between *** ********** and the contract holder. NAC was subsequently instructed to refund a payment of $79.00 to **. ******** account. We hope this update provides resolution to **. ******** concerns.

  Customer Answer

  Date: 02/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  NAC is the only entity that has my credit card information and the only one who can refund me. The gym makes it clear it does not do any of the billing and cannot therefore credit me in any way.  I no longer belong to the gym since the end of my contract in January. I have not returned and have no intention of returning.  I am just asking for the overcharged amount of $79 to be returned to my credit card they gave on file and to for them to never bill me again in the future.  

  
  

  NAC is demanding that I collect their overcharge from someone else.  That is not in the contract.
  Regards,
  
  *********************************
  

  Business Response

  Date: 02/20/2023

  We are confused to ***************************** rejection as her request was satisfied and confirmed in the original response, confirming the refund on February 10.  Please have ****************** provide documentation regarding the payment in question. Her membership was canceled and refunded with nothing further due. Thank you.

  
  

• Initial Complaint

  Date:01/29/2023

  Type:Sales and Advertising 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 signed up for a 16-week fitness program that cost me approximately $350 and was paid to NAC in October 2021. When my father signed up for the program he paid and additional $300 to remove me from the 16-week program and begin a yearlong membership with the fitness facility. When he signed his contract he received verbal reassurance from a man named ***** that the funds would be applied to my account and he was assured that a note was added to the contracts. Fast forward to November 2022, I receive notice from NAC telling me that I owe them monthly dues. I am told that they have been taking $79 per month from my account since December 2021 (totaling $948) and I will be expected to pay several hundred dollars more to cancel my membership. I spend the entire month of December 2022 and most of January 2023 reminding them that I had already had a year paid membership and they had no right to be double charging me. I asked repeatedly for a refund and was told no. As a 25 year old female I was very disappointed to find that my action towards rectifying the situation went on for months, but following one short email from my father (a 53 year old male) they immediately said they would refund the $948 to my ******** card. This card was canceled due to fraud several months prior, so I expected to receive a check in the mail for my refund. Despite the $948 being taken out of my personal ******** account that has no affiliation to my father, the refund for my stolen money was sent in a check to my fathers address written in his name. There are no circumstances in which nearly $1000 of my money should have be sent to another person, whether they are my father or not. The way that I was treated by NAC was incredibly misogynistic, caused several months of distress and financial strain, and they need to be stopped.