ComplaintsforMUV Fitness
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Complaint Details
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Initial Complaint
09/11/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
My son attempted repeatedly to cancel his membership due to a move related to him starting college in June. He was given conflicting instructions starting in June by the staff at MUV and over the last few months on how to handle the cancellation. Each time he followed those instructions and each time MUV didn't cancel his membership. When he inquired again because of charges still showing up, he was given a totally different set of instructions. He was even told by the staff that it was taken care of and that he didn't need to do anything else. The charges have not stopped to date on my (parent as was a minor when he signed up) bank account and the third party that MUV uses ABC Fitness Solutions LLC (which appears to be related to ABC Financial based on an auto email reply) is indicating they don't have the authority to assist in past charges and will have the payment stopped as of a future date. This is totally unacceptable but seems to be a common complaint for MUV as a whole with regard to apparent shady practices for cancellation. If this matter is not dealt with immediately including all funds returned to me based on the date my son contacted the club to cancel, then I will continue with filing complaints beyond the BBB ( which may or may not include the FTC, Federal and Local law enforcement: related to fraud to include banking related claims since MUV/ABC is continuing to deduct from my account, and/or a civil complaint for return of all funds).Business response
09/12/2024
Sorry, club should have handled this. It has been cancelled and refund back to 6/3/2024 that has be processed and should show in account in next few days.Customer response
09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate MUV's responsiveness and resolution to my complaint and hopefully it will assist them in training and practices moving forward. I will keep an eye out for the refund.Thanks to BBB for providing an avenue to get issues such as this resolved.
Sincerely,
******* **Initial Complaint
08/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have called this establishment multiple times looking for the ops manager. My husband and I are attempting to cancel our memberships. (****** and ****** *******). We each have one. We understand our contract is 12 months, however, the gym conditions at this location are abysmal. beyond reasonable doubt a gym facility should be clean, well ventilated, and up to regular cleanly standards as well as have enough room for the amount of members signed up. This gym has none of these qualities. No matter how hot or cool it is outside it is a humid 75 or more degrees in the gym. Not only that, but it is stinky. None of the machines are clean, there is dust bunnies inside all of them which really aggravates my husbands allergies. Don’t even get me started on the bathrooms and locker rooms here. The floors in there are almost always wet (pool) which means the carpets are damp and mildewy as well. I have even seen cockroaches in the bathrooms here! There were two in the changing room the last time I was there. It is not a place anyone would want to change, shower, or even use the bathroom given how unclean it is. We originally toured the Sandhills location and were assured the standards of MUV were the same around each location, but we are sorely disappointed. Sandhills is too far to drive from our jobs (we typically would go to the gym on the way home). The women’s room at muv forest acres is also below par. You can only be in there with maybe one to two other ladies before it gets too full. Overall this gym does not meet the standards of even the lower priced gyms in the area. I am reaching out to BBB because I have called the Ops manager of this location numerous times and left messages, as well as an email and I cannot get them on the phone. I am so tired of this! I am seeking a cancellation for both of our accounts based on the gyms failure to upkeep facilities and basic amenities.Initial Complaint
08/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I signed up for a gym membership in July 2024 at MUV Fitness on Killian Rd. I recently started working at a business which allows me to fold my membership in with my job so I went to cancel. I called ahead of time to the location to ask if I could cancel and to ask about the cancel fee, I was told that I could cancel and that there was no fee. When I went into the business and spoke to a salesman, I was told I cannot do this. I called a manager and got the same answer. However, I asked MULTIPLE times during my initially sign up process if I could cancel and was repeatedly told by the sales associate that I could. Now I’m being told that I cannot unless I provide proof of some kind of injury or major move. I would not have signed this contract had I been told the truth from the beginning and feel extremely annoyed at being locked into this contract due to the sales person’s misrepresentation. I don’t know if this is a deliberate part of the business model or a miscommunication between staff and management but it feels incredibly predatory to have your salesman offer a cancellable membership that the business never intends to honor.Business response
08/20/2024
Talked to Manager and Sales Person, both said that they explain the 3 ways to cancel that is listed on contract. However, we are going to still cancel the membership effective immediately despite this conflicting statements.Customer response
08/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
08/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In June, 2024, I contacted my local gym, MUV Fitness that I was cancelling the membership for my wife and I. I was told by club personnel that I had to give 30 days notification and would be responsible for the fee for July, 2024, which was paid. I recently received a notification from ABC Fitness solutions that I was responsible for a fee for my "missed" August fee and I would have to send them a formal email canceling my membership. Notification was supposed to have been made by MUV fitness. After many calls with them, they were adamant that I pay $80.40 for August/September. Further, they stated that my wife also had a separate account, which she didn't, and I owed $80.40 on that one as well. After an hour of arguing, I paid the combined $160.80 just so there would be no damage to my credit rating.Business response
08/20/2024
Club tried to reach out to member as we dont have copy of any cancellation request prior to him calling ABC. We do require a 30 day notice when cancelling. The number we have on file is not the correct and the number that is listed on this complaint is not complete.
**** ****
*** *********** **
Lexington, SC 29073
Daytime Phone: ***** *******Customer response
08/22/2024
Complaint: ********
I am rejecting this response because: I have tried to contact them about the complaint by email and phone snd hsve not teceived a response.
Sincerely,
**** ****Customer response
08/30/2024
I have received a refund from the company and I am now considering this matter as successfully resolved.Customer response
09/03/2024
I have received a refund from the company and I am now considering this matter as successfully resolved.Initial Complaint
07/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was a member at the MUV fitness gym in Lexington from sometime in 2022-July 2023. In July 2023, I signed paperwork to cancel my membership for the following year due to moving out of state to NC. I had already completed the year long contract required by the company, so at this point, I was only paying month to month. I was assured that everything was cancelled, signed electronic documentation on site, and even received confirmation that my CC was no longer on file. Now, in July of 2024, I am receiving a collections notice stating that I owe the business over $242. I never once received a charge to my account during this time and was not notified by MUV fitness of this ongoing bill. Now I am receiving a collections notice that is damaging my credit. After reading the other reviews, it appears that I am not unique in this scenario. MUV fitness is conducting fradulent business and if I had to speculate, is probably hoping people will not argue these claims.Business response
07/16/2024
Contacted Net Collections to remove from Credit and Credit Reporting. Looks like a formal employee cancelled membership but never removed the invoices so it kept billing. This has been corrected and balance is $0. Net Collections will remove from credit - it could take up to 30 days for it to be updated on the credit reporting. This was human error and please accept our apologies.Initial Complaint
06/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been trying to cancel my membership and personal training due to relocation. I am moving out of state, 251 miles away. I have contacted them in person to cancel, sent multiple emails, and faxes to the numbers provided. No one is responding. When I asked in person again, they said the person who can help is out of town. I have submitted all requested documents and forms. I am still being billed. This company is unhelpful and seem to be purposely giving me the run around for no reason. I have everything required to cancel. I do not trust that the company will handle this.Business response
07/01/2024
Just checked the system and it looks like this has been cancelled as requested by ***** ********.Customer response
07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
06/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I sent my relocation paperwork to ********@muvsc.com on June 4th, but I haven't heard back yet. Since I need to give a 30-day notice, I'm concerned that my email hasn't been acknowledged. My 30-day notice period would end on July 4th. Please cancel my membership, I'm no long in south CarolinaBusiness response
06/11/2024
Information was received on 6/4/2024 by Mr. ******** and was cancelled as requested for move.Business response
06/24/2024
Sorry thought someone responded to this. This membership was cancelled on 6/4 when received by the club with a 30 day notice of receipt of cancellation. Membership has been cancelled and no further payments are due.
John R. S*********, MBA
Chief Financial Officer
Initial Complaint
06/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Good Afternoon, per our conversation here are supporting documents of the request I made to have my membership paused by Manager Dan of the Sandhills Forum Drive MUV Fitness South Carolina location on September 20th 2023 as I stated he was extremely rude and told me he would not pause my membership unless I came into the location even after telling him I was in pain from my auto accident etc. and out of state . I even offered to send documents from my auto accident (Phoenix Arizona police report urgent care docs etc.) and he refused to do anything unless I came in person. At that point I asked for the number to corporate and he refused & instead gave me the number to another Columbia , SC location in Irmo. After speaking to the Irmo location they gave me the number to the SC corporate office I attempted to reach corporate a few times with no luck was only able to reach voicemail. As I stated I left voicemails but did not hear back from anyone so then I googled the national MUV number & found (509)467-1500 however that number is to Spokane, Washington the young lady at the Spokane location was very helpful and stated she would reach out to one of the higher ups in that region to get in contact with someone in South Carolina because she couldn't see my membership in the system. During this call the young lady also informed me that pausing my membership should have been a very simple over the phone transaction & that what Dan told me was improper. As I stated I never wanted to cancel my membership but simply pause it until my health improved also at the advisement of my lawyer HOWEVER as of today MUV fitness has placed a collection on my credit report for $739 I have never had a collection for anything and to have it on my credit due to horrible customer service is really disheartening MUV FITNESS PLEASE FIX THIS MATTERBusiness response
06/10/2024
When we freeze a membership, our policy is payments don’t stop but we extend time to cover missed time. However, because past management handled this inappropriate, we have contacted the collection company to remove it from his credit. As of 6/5 when we got the complaint, they have started that process to get it off ********** and they let current us know that it takes 30-45 days for ********** to update on credit report.Initial Complaint
05/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I realized the fitness center has confined to charge me for several months after my contract expired. They did not mail me any info and did not get my permission to continue charging me. I contacted the gym and was told they would offer me a “courtesy” and cancel without continuing to charge for 30 days, but they have continued to charge.Initial Complaint
05/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Greetings, Please see the attached detailed statement. Also, my checking account is being drafted $16.99 every two weeks so the charges are double to the original contract of $16.99 per month. Thank you, Mrs. ** ** *********Business response
05/20/2024
Since we are unable to talk with former employee, Mrs. ********* has been cancelled effective immediately. She will receive 2 refunds totaling all she has paid to date:
$49.00 for downpayment Enrollment Fee pd on 4/4/2024 processed by us
$89.97 for biweekly dues (4/18 $16.99, 5/2 $16.99, 5/16 $16.99) + enhancement fee (5/19 $39.00) processed by our billing company to date
John R. S*********, MBA
Chief Financial Officer
Customer response
05/24/2024
Greetings,
I accept the offer since I already informed MUV Fitness of all the charges. I wanted to be transparent, which is the right thing to do. I appreciate the matter being resolved.
Kindest Regards,
** ** *********, MA, CC
Dr. *********, 2024
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Contact Information
Customer Complaints Summary
43 total complaints in the last 3 years.
18 complaints closed in the last 12 months.