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:02/03/2025

  Type:Service or Repair 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 joined as a founding member in January 2024. I was happy with my experience at the gym. That was before I started personal training. Since then, the managers have changed and its clear now that the environment they create for members and staff is chaotic to say the least. I got great results from the work I put into personal training (PT) with my coach ****. My coach was great: knowledgeable, supportive, responsive and professional. When it comes to everything else about TruFit, Im highly disappointed and scared I will never get out of paying them. The managers make it impossible to cancel a PT contract. I truly didnt want to cancel personal training. I first requested a PT billing freeze for 6 months to handle some very personal issues (which I honestly explained to the managers) and they only allowed me 1 month of a freeze. After 1 month, they started charging me again. I cancelled my PT contract on 12/19/2024 and they said I had to pay out the last month then I would be done. Today is 2/3/25 and somehow I still owe them $100? They never told me part of my personal training agreement was a time commitment of 6 months. TruFits business practices are predatorycomparable to payday loan companies. Additionally, I want to advocate for the staff at the gym. From my conversations with my coach ****, the TruFit company is constantly shifting the staff's compensation methods, amounts, and rules. One example being that the staff would be allowed to clock in and work on lead generation for personal training then a week later they revoked that option.

  Business Response

  Date: 03/07/2025

  The member originally signed up for a 4-month term at $100 biweekly on 4/22/2024. On 8/24/2024, they upgraded their plan from one session per week to two sessions per week, which extended the term to 6 months. After the 6-month term, the membership transitions to a month-to-month agreement.
  
  As per our policy, all members receive a copy of their agreement via email at the time of signing.
  
  The member requested to freeze her personal training account due to financial reasons for a duration of 6 months. However, our policy only allows for a 30-day courtesy freeze for financial reasons. We honored her request by processing the 30-day freeze on 11/5/2024, which ended on 12/5/2024.
  
  The member submitted a cancellation request for personal training on 12/19/2024, with the cancellation scheduled to take effect on 1/19/2025. However, the cancellation could not be processed because the member had an outstanding balance. It appears the member was working toward paying off this past-due balance in order to fulfill the terms of the upgraded agreement, but chargebacks were initiated after she was cancelled leaving her with a balance. 
  
  Ive communicated with ***, the salesperson for this agreement, and he confirmed that the member was expected to pay off the outstanding balance before the effective cancellation date. *** has noted this in the agreement as well.
  
  Resolution: With Regional approval and in consideration of the financial challenges the member is facing, we can offer to waive the past-due balance as a courtesy. Our goal is to help the member refocus on her fitness journey and achieve her results in the gym.

• Initial Complaint

  Date:01/31/2025

  Type:Product 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 March of 2024 for monthly membership and biweekly payments of $90 for personal training. I was told by employees this was for 6 months only. I never once had a personal training session outside of body measurements taken when signing up. I only went into the gym once a couple days after that. Not long after, due to complications from a gastric sleeve surgery, I ended up needing surgery on my kidneys and was out of work for weeks and couldnt work out, let alone be off pain pills. I had limited money and couldnt work out, so I called a few times and was told by employees I couldnt be let out of the contract or even put on a hold for the money because my sign up had been, too soon. I accepted this but was promised my sessions would never expire and the money would be held off after a month. This never happened. I never noticed the money continuing to be taken out after 6 months foolishly, until today.I called and was asking why I was still being charged almost a year later, then was told a manager would call me back in an hour. Four hours later is when I got a call back. The manager then told me that it actually isnt a six month agreement and that money will be continuously removed unless I given written advanced notice of 30 days until the end of time, no money was stopped and that the sessions do in fact expire. There is absolutely no corporate number that isnt disconnected with ******* wireless and the only information I was given to contact anyone was a district managers email to which I have yet to get a response. I want a full refund of the money they have stolen from me at this point of a minimum of $2563, as I no longer feel comfortable with this company, despite the managers attempts to get me to come in now while I have the flu and told him this. I also want them to immediately stop all payments on my account.

• Initial Complaint

  Date:11/27/2024

  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.

  I established my account with TruFit in January of 2024. In May of 2024 I found out I needed surgery that would make my gym membership unnecessary. I asked TruFit to suspend my account while I recovered and was told I could. During this time I was still billed for 6 months. After finding out this mistake, I wanted to cancel my account where I was told I needed to pay an additional amount to cancel. I went to the physical location and was only offered a partial refund for half of the time I was billed. No apology was offered and I was treated like it was my fault for trusting them. I asked to at least get the cancelation fee waived and even then they refused to help. I just want the my fees refunded and my membership canceled without any further charges.