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:09/11/2023

  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.

  Have been trying to cancel membership for almost one year

  Business Response

  Date: 09/11/2023

  Dear Mr. *************************** December 8,2022 we received an email from you requesting a cancellation. 
  
  The Cancellation Form is necessary to verify we cancel the correct person. Since people often have similar names the Cancellation Form provides the accurate information needed such as name, address and account number. 
  

  The form was never received by us via mail, or in person, therefore we were unable to process the cancellation. We did not hear from you until September 7,2023.
  

  On September 7,2023 we received an email from you once again requesting to cancel your membership. 
  

  On September 8,2023 once again we sent you the cancellation along with instructions on how to complete the cancellation process. 
  

  Per your agreement, the Cancellation Form must be signed and returned to complete the cancellation process.
  

  Our cancellation policy is clearly stated on your Membership Agreement, Cancellation Policy, the Cancellation Form, explained upon signing up, and stated on the email upon receiving the Cancellation Form.

• Initial Complaint

  Date:04/21/2023

  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 entered an agreement for a 9 month term which ended last year; early 2022. I recently found they have been auto drafting payments for over a year since the end of that term, having auto renewed a subscription the sales rep promised was only 9 months. When it ended they verbally asked for payment the last time I came, and asked to renew me and I verbally advised I was moving and no longer interested in renewing/continuing membership. They let me in "as a courtesy" that day and so I took one last class and never returned. I called the gym owner and his response was that "it's a customer issue and the rep should've advised/ assisted me in cancelling"; no apology or remorse or problem solving for anything. Just screamed at me that "it's member responsibility, you should've noticed the payments sooner". I was shocked so before a screaming match ensued, I ended the call as I was in an emotional state. He calls back continuing to yell that he was tired of ALL the calls he gets about this same topic, I had to block him.

  Business Response

  Date: 04/28/2023

  *******************

  On October 14, 2019 you signed a 9 month agreement with an Auto Renewal Date of 08/01/20. 
  

  For the following 8 months all of your monthly membership dues were NSF therefore we did not receive any funds for your membership. 
  

  On July 1, 2020  we stopped trying to draft your account, at which point you had a past due balance of $717.00 and your account was put on hold for lack of payments. 
  

  On June 23, 2021 you came to the facility and asked to rejoin. 
  

  On June 23, 2021 you still had an outstanding balance of $717.00 from your previous account with STW. At that time the General Manager asked the owner how we could assist you with your outstanding balance. It was agreed that we would forgive your balance so you could rejoin. You signed up for a 12 month agreement membership with an Auto Renewal Date of 07/15/22.
  

  On August 15, 21 your monthly dues were NSF.
  

  On September 15, 21 your monthly dues were NSF. 
  

  In September 2021 you shared with ** that you were going through personal and financial hardship. One of our staff members paid on your behalf 6 months of your membership to assist you. She paid August-December totaling a sum of $344. 
  

  On September 16, 2021 per your request, your membership was downgraded due to your financial hardship. Your membership went from $74 to $54 a month. 
  

  Your membership Auto Renewed on 07/15/21, as stated on your agreement. 
  

  On April 21, 2023 you requested to cancel your membership. We then provided the Cancellation Form that same day. 
  

  On April 21, 2023 after receiving the Cancellation Form back from you, it was processed and completed with no further drafts.
  

  As you can see above, on multiple occasions, STW went above and beyond to help you get through your difficult times. 
  

  When becoming a member on 2 places where you signed and initialed, it clearly stated that your memberships were Auto Renewal. 
  

  You agreed to the following: 
  Upon the end of the term set forth above, the terms of my membership and my monthly payment obligation will automatically renew after the final month of my initial term and continue on a month-to-month basis at the same monthly payment thereafter until canceled.

• Initial Complaint

  Date:02/01/2023

  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.

  ************* withdrew 2 months and an annual fee after the contract expired. We informed them that we would not be renewing the contract. The person on the front never mentioned anything else. When I noticed that ************* had billed my discover card for 2 months and an annual fee, I called. I was first told that there was suppose to be a cancellation form filled out. I then asked why were we not given the form, I was told that member services handled that. I asked if they had the form, I was told they could print it up. Another female came on the line and said we had to get it from member services, I asked about the annual fee since we signed a 6 month contract with no annual fee. She said that all annual fees are pulled on January. The information was not given to us the time of the expiration of the contract. My grand daughter had not been there since her December expiration date. I was told people always try to come in after expiration, I know that my 14 year old grand daughter always had me or her mother with her because she is a minor, and they always asked for her membership tag, which she always had. The amount of misinformation, and omission of needed information is where the problem arises. I went onto their website, and their is no readily form, I had to send a request via their website. There is no form online, there was no way to submit any form at the time, and no one gave us that information, they acknowledged our intent not renew the contract, and left it at that without needed explanation of how they expected this non-existent form to be handled. I have gone online now, and sent a text on cancellation. I am not even sure if it is correct, there information on line is vague, to nonexistent. Thank you.

  Business Response

  Date: 02/01/2023

  We have attached a copy of the Terms and Conditions of our membership agreement signed. 
  By signing this Agreement, you agreed to the terms and conditions stated below.

  
  AUTO RENEWALS:
  Membership will continue to be drafted on a month to month basis until I request cancellation by emailing a cancellation request to *****************************.
  . Failure to use your membership and/or the use of the Center, does not relieve you of your payment obligation, regardless of circumstance. 

  
  CANCELLATION FORM:
  If you decide you do not wish to remain a member, you may cancel this agreement by sending an email request stating your desire to cancel this agreement to receive a Cancellation Form.  Cancellation requests must be submitted to
  ***************************** in order to obtain a cancellation form. This does not mean that an email request is an approved cancellation. Form must be signed and submitted to be valid. Verbal cancellation is not valid. 

  
  ANNUAL FEE: 
  An annual fee of $49 will be billed January 1st or July 1st and every year. Annual fees guarantee my monthly rate for as long as I wish to remain a member. 
  
  
  Today, February 1st 2023 at , we emailed the cancellation form and we are still waiting to receive it back.

   

  Thank you.