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:06/09/2025

  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 canceled my kickboxing membership with ***************, billed through Member Solutions, in February 2025 due to a physician-confirmed back injury. I submitted the required Permanent Disability Form three times:1.The first was rejected for a missing injury date.2.I filled it in and resubmitted, they asked me to redo it again 3.I was told the doctor had to re-complete it entirely, which I did after another appointment.Despite this, I was billed for March, April, and May. Member Solutions states they review disability forms within 5 business days, yet every reply took weeks. I also called and requested a supervisor and never received a call back.I was not properly diagnosed until x-rays were done in January 2025, which confirmed the severity of my condition and led to my cancellation. Prior to that, I was attending physical therapy and trying to manage the issue.The gym itself emailed me on May 15, 2025, admitting that the company "Members Solutions" we have been using has had several notable issues dealing correctly with the accounts. They offered to waive my balance if I paid a $285 fee, even though my cancellation was based on medical grounds and should have been honored without penalty. I declined since I canceled Feb. 2025 The contract is also incomplete. The business name was never filled in, Section 2 is blank, there is no final payment or program expiration date, and the staff signature is illegible. I signed on July 22, 2024, but the first payment wasnt due until September 3, 2024 creating confusion about when my obligation actually started.I am requesting:A retroactive cancellation to February 2025 A refund of any charges after that date Immediate withdrawal of the account from collections Written confirmation that no negative credit reporting will occur I have contacted my bank to dispute these charges, but they are sending it to collections and im still waiting for my banks reply I have all documents to support this.

• Initial Complaint

  Date:05/30/2025

  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.

  Dear Better Business Bureau,I am filing this urgent complaint against Member Solutions (associated with Member Services for ************) due to their unethical billing practices, refusal to honor agreements, and complete lack of transparency. This situation is unacceptable and demands immediate action to prevent further harm to ************ February 2025, I contacted Member Solutions to cancel my account, as I no longer use their services. They demanded payment for additional months without providing any contract to justify these charges. When I requested a copy of any alleged contract, they agreed to pause my account until it was provided. Over three months passed with no communicationno calls, no emails, and no contract. In May 2025, I was shocked to receive a notice that my account was billed and past due for services I havent used since February.I called Member Solutions to resolve this breach of trust. They insisted I continue paying, still without producing a contract. I requested to speak with a manager for clarity, and they promised a callback that day. Four days later, no call came. I called again on May 30, 2025, only to be told no manager was available, no contract exists, and my account cannot be canceled. This is blatant disregard for their own agreement and my rights as a consumer. I am being coerced into paying for a service I havent used in over four months, with no documentation to support their claims.This is my first time reporting a business to the BBB, and I am appalled by Member Solutions deceptive practices and utter failure to communicate. Their conduct is not only unprofessional but predatory, exploiting customers who trusted them. I demand an immediate refund of all charges since February 2025, full cancellation of my account, and a formal apology for their misconduct. Furthermore, I urge the BBB to investigate Member Solutions to ensure no other families endure this frustrating and unjust experience. Thank you.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair 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.

  This company is horrible. I contacted member solutions regarding my cancelling my account. I submitted the documents they requested to be filled out by my primary doctor due to an injury that occurred. The documents were sent on 5/8/2025 they said 3-5 business days. It is 5/27/2025 and I have not heard from them since. I have been calling and asking and the only response is sorry for the delay it will take 3-5 business days. Horrible customer service no idea on anything thats going on. I have not attended any classes due to the injury and doctors request. The company is attempting to take payments from my account. I also called last week and they said I will hear something back with in the same week and nothing.

• Initial Complaint

  Date:03/25/2025

  Type:Product 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.

  I attempted to cancel my account renewal with ********************** well in advance of the renewal and account expiration date. I submitted two requests through their online portal, but after receiving no response, I called their customer service for follow-up. Apparently, their online contact form was not working, and I was instructed to submit my cancellation request again via email which I did on March 6th.I received an automated confirmation stating I would receive a response within 3-5 business days. However, after hearing nothing back, I followed up on March 14th and again on March 18thby which point I had already been charged for the service I had attempted to cancel. On March 20th, I called again and was told my case had been marked as high-priority and that I would receive a response the next day. That response never came.I called again today, March 25th, and was simply told that my request was being processed with no clear timeline. Despite multiple follow-ups, Member Solutions has failed to honor my cancellation request, has repeatedly misled me about when I would receive a response, and has charged me for a service I am not using. This is unacceptable, especially for a financial institution, and feels like a deliberate attempt to prevent cancellations and collect unauthorized payments. I am requesting an immediate resolution, including a full refund for the charge made after my cancellation request.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair 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.

  We briefly used this company for ******* starting in q4 2019. Sales team was fantastic and promised to help us as we moved the payroll from our company from one LLC to another in q4 2019. Even after numerous conservations, MyPAy solutions filed the w2 for the whole year of 2019 to the new company, not filling the needed ** with the first company for the first three quarters. We called when only one w2 was issued to the employees in 2019 not, for both companies and they said they had it all under control. We were notified by *** that the w2 and w3 didnt match, we went back and MyPay solutions said everything was fine. We were notified again there was an issue and now civil penalty against the first company (since they filed the ** only for the new company) and were told we needed an amended 940 forms, which we filed. Now 5 years later we have a civil penalty with interest. I was on hold for 2 hours having to keep pushing a prompt ever 30 seconds and then disconnected. Called back and requested a call back and ever received one. Requested 2 more call backs and emailed our payroll advisor with no return calls or emails. Even LinkedIn the Chief Complaince Officer who was the president of the Division for payroll when our issued occurred. He looked at my profile, but never responded. I now have to pay a $17K civil penalty a fine for each of my 6 employees whose w2 was filed incorrectly in the wrong company by my pay solutions. And of course they have gone radio silent. .

• Initial Complaint

  Date:03/03/2025

  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.

  Tried cancelling multiple times but was denied multiple times for no reason, was told multiple times when cancelling that I would be refunded and now I am being told that it never happened.

• Initial Complaint

  Date:01/10/2025

  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 daughter attended ************************* that is served by Member Solutions.I called Member Solutions to cancel membership and they notified me that I cannot cancel membership over the phone and to send an email to cancel membership.I sent an email to the email address on the Member Solutions website. When I spoke to them, they claimed they didnt receive the email.I would like any accounts with ********************** canceled and credited back to the last date my daughter attended training at ***************************************.

• Initial Complaint

  Date:01/07/2025

  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.

  Members Solutions charged me a cancellation fee of $1,375, even though there was no mention of such a charge in the paperwork I signed when I initially joined the company. I was informed at that time that there would be no cancellation fees and that my agreement was month-to-month, allowing me to cancel at any time. In June 2024, when I could no longer afford their excessive charges and hidden feesalong with several unresolved issues regarding changes I had requested to my accountI decided to switch companies. Upon canceling, Members Solutions imposed this fee, in addition to placing a hold on my account for $1,770, which was supposed to be returned to me later. I expressed to them that I never signed any documentation regarding a fee. They claimed to have sent an emailone that I never receivedthat detailed changes to the cancellation process and newly added fees. According to them, by not canceling after this email, I had implicitly approved their changes. Throughout my time with this company, I found them to be one of the most unethical businesses I have ever dealt with. As a single parent, their actions caused my family to experience several difficult months financially, primarily due to a charge I never approved or was even aware of.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair 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 joined a gym that is affiliated with Member Solutions in ******* called Top Level Gym around mid to late 2023. After practice one day I was talking with one of the coaches that I was traveling with work and moving soon and I needed to cancel, knowing there was a ****************************************************************************************************************************************** and to have coach call me, I never heard from Top Level again. Albeit I went to the gym once but no coaches were there, and after 4 or 5 phone calls or promises to be called back I tried to communicate through Member Solutions. They told me there was a 120 day policy, upset but understood I agreed to another 120 cancelation notice. Then I was billed again, I reexplained that I moved away and have not been using this facility and to please help me cancel this. They have promised to have managers call me back, they have promised to talk to Top Level, all they do is keep billing and telling me there is nothing they can do. I had ***** put a stop payment and now I have been sent to collections. I spoke Member Solutions and he gave me his word that I would be contacted by a Manager on 12/30 around 11am. I still have not received and email nor a phone call. I am now requesting a refund from 11/23 - 11/24 at $179 per month or the $2,148 I feel I was robbed of. Now that I have been sent to collections and so that this does not hurt my credit score and affect my ability to purchase a home. The coaches at Top Level were honestly great and good people on top of that, but the customer service from both of these businesses is honestly terrible. I tried to be nice and I have asked for help, now I am asking the BBB for help.

• Initial Complaint

  Date:10/03/2024

  Type:Product 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.

  I started paying for ************ lessons for my 2 kids. I needed to pause my membership which was accomplished. When I wanted to cancel the lessons and paynent the company required a 30 day written cancelation request, along with a payment processed for another month. This would be past my cancelation request without attending any services. After sending my written 30 day cancelation request on Sept. 16th I have received no confirmation or communication to confirm cancelation. I have also not received a call from a supervisor as requested.