ComplaintsforThe Wellbridge Company

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues - Colorado Athletic Club, ****************** location Amenities I have discussed these matters with the club manager, other *** employees and the area manager. I also sent a text message to the area manager addressing this and other issues. I have not yet received a response.I've been a member of the Colorado Athletic Club, ****************** location, for over 13 and a half years, and I am writing to express my frustration with paying for amenities that are constantly out of service.I'm currently receiving treatment for advanced recurring prostate cancer. For the last several years all I've used at the *** is showering and the hot tub.The hot tub has been out of service for over four months this year alone and is usually out of service for over 2-3 months a year. Even when the manager claimed it was fully operational, cold water continued to periodically flow into the hot tub, reducing the temperature below an acceptable or expected level.I use and need the hot tub daily for health reasons, and its continued unavailability is affecting my ************* has often been suggested that I visit another location, at Monaco and ****, but this is not an option for me due to its lack of handicap accessibility.Owing to complications from my cancer treatment, I cannot comfortably navigate stairs, making the Monaco location inaccessible for me. Given that I have been paying for amenities that have been unavailable for extended periods, I would like to request a partial credit for the time these facilities have been out of service.

  Business response

  10/03/2024

  The General Manager has reached out to the consumer to let them know we have given them a 1 month credit for the hot tub being down.  Credit was for $117.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sports and wellness cancelled our membership and then reactivated our membership despite club services not being available and swimming lessons were cancelled without prior notice. We have attempted to call corporate and visited the local gym. The local gym was sympathetic and was willing to work with us. We called corporate after the local gym advised us to and they offered no help and ignored all human element to their contractual obligations failing to take accountability for lack of services. We have been billed with no element of the gym being utilized due to closure of the amenities and injuries preventing the use of other amenities offered.

  Business response

  10/04/2024

  We are refunding today on their credit card August & September dues for a total of $303.50.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my membership with New Mexico sports and wellness on April 15, 2024. ********************* took my request and verified my request was submitted on June 30, 2024. At the time of my cancellation I was told my cancellation would be effective as of June. 1st. I asked if I needed to do anything else and was told I was all good. I had to pay *** membership but as of June 1st the membership was cancelled. I was charged for my June membership. When I called they said I had to fill out other information that was emailed. I was NOT told that at cancellation. I specifically asked and I was told I did not need to do anything else. I was also contacted in May by Sports and Wellness to ask if they could change my mind. Again I told the gentleman that called I was canceling and would NOT change my mind. I believe this is a deceitful SOP used by this company to steal additional $$ from customers and should be stopped. I want my $195 June dues back.

  Business response

  07/03/2024

  Sorry for the confusion.  I do see where the member reached out to us to cancel on 4/15/2024.  We will honor the 6/1/2024 cancellation date.  A refund of $194.80 is being processed,  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was contacted by a sales representative from New Mexico Sports and Wellness to enroll in a membership program. I agreed to hold in the membership program and paid membership dues. I then received an email stating that my application had not been processed and that I had to go into the location in order to complete membership enrollment, which was done, after that, we went to the gym to work out and we were denied access because our paperwork had not been processed then realized that I had been charged membership fees, but was not allowed to access the gym. Ive called Sports and Wellness four different times and left messages was supposed to call me back, but I have not received any help in getting this matter resolved. Sports and Wellness is continuing to draft money from our account and not allow us to use the gym , I did not give permission to draft from the draft from. Its an old card that I had on file prior to re-enrolling in their services.

  Business response

  07/03/2024

  The club has reached out to ***** and they both agreed to put a credit on *****'s account for $658.29.  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I falsely informed of membership pricing. When I attempted inquire and get clarification about what I was told, what I was billed and when I was billed, I was discriminated against and met with unprofessional staff.

  Business response

  03/29/2024

  The member received $100 in coupons when she joined and used them to take 4 Pilates sessions.  The 5th Pilates session was $18.40 more than what was left on her $100 coupon.  Member then decides to purchase a 4 pack of Pilates sessions for $107.63.  They used all 4 sessions of the new package and 1 additional session.  All Pilates sessions were used.   Our agreement that was signed by the member requires a 30 day cancellation.  Member cancelled on March 1st for an April 1st cancellation.  March dues are owed for $170.05.  The sum of $170.05 + $107.63 + $18.40 equals the $296.08 that was drafted from the member on 3/1/2024.  Member has done a chargeback that is still in progress on the $296.08.  A $53.41 refund was done in March from our Regional General Manager to compensate the member for a pricing discrepancy.  Member should be good.  If we win the chargeback all should be good.  No additional refund is required.  

  Customer response

  04/02/2024

   
  Complaint: 21480555
  
  I am rejecting this response because:

  all is not good if I dont win the charge back. Your manager told me it is unlikely I will win the charge back. I am not paying for a month of membership after what has happened. I do not feel safe at your facility and feel I was discriminated against. Im not sure if Im fully understanding your response.
  
  Sincerely,
  
  Klassie ****

  Customer response

  04/21/2024

  I requested to be contacted by Wellbridge BBB rep. ** this something that can happen? 

  Customer response

  04/21/2024

  I requested to be contacted by Wellbridge BBB rep. ** this something that can happen? 

  Business response

  04/30/2024

  I have worked with the staff member that is being accused of being discriminatory for over 20 years.  She is highly respected by the other associates and many members as well as myself.  I spoke to her directly regarding this members complaint - as you can imagine I got a very different response.  There was no indication of discrimination.  There has never been any other accusation like this for this associate in over 20 years.  The member complained about being charged a different amount then what they were told for Pilates sessions.  NMSW refunded them the difference.  The member signed an agreement and used our facility over 10 times.  Billing is not based on usage.  We have a signed contract stating that we have a 30 day cancellation clause.  We have billed the proper amount and all amounts outstanding are due.  

  Customer response

  04/30/2024

   
  Complaint: 21480555
  
  I am rejecting this response because: I have requested a call from this business who represents the BBB claims and have not received any contact.
  
  Sincerely,
  
  Klassie ****

  Business response

  05/22/2024

   

  We reached out to Klassie on 5/8th.  See below.

  FYI, I called Klassie a little while ago I dont think she wanted to talk to me as it rang only twice and then went straight to voicemail.
  I left her a message stating that we were told she wanted a return call from someone at NMSW, hence my call.I told her to give me a call back and if she preferred to talk to *****, he could give her a call on Monday.    

   

  We got no response.  

  Customer response

  05/29/2024

  Hello,

   

  I received a call from **** who is the person that discriminated against me and made accusations of me. I do not want to nor will I speak with this person after how she treated me. Id like this case resolved. It seems as though Wellbridge is trying to file a debt on credit report. According to the original message you all are saying we should be fair and square with my bank dispute. My bank accepted my dispute and sided with me. Im happy to close the case if Wellbridge accepts this and does not plan to file a debt on my credit 

  Business response

  06/12/2024

  **** did call Klassie on 5/8/2024.  Call went straight to voicemail.  ****'s voicemail stated that she had heard that ******* wanted a call back from someone at NMSW (that is what ******* requested).  The message went on to say that ******* could give **** a call back OR if ******* preferred, she could talk to *************************** who is the Regional Manager of NMSW.  He was out that day but would be back on Monday.  ***** could give her a call if she wanted.  We never heard back from Klassie so we assumed the concern was over.  We have a signed contract, we have sent $296.08 to our collector.  That amount is due and payable.

  Customer response

  06/12/2024

   
  Complaint: 21480555
  
  I am rejecting this response because:
  

  My request for a refund has been denied even though in previous threads on here, I am told that we should be even because I filed a dispute with my bank. They favored that dispute in favor of me because Wellbridge is the in the wrong here. I was falsely given information about membership and then discriminated against and treated poorly by their staff. I was told by ***** that he could not offer a full refund and that my bank would not favor me in the dispute. They then have **** call me who is the person that I experienced this unfair unjust and harsh behavior from. This is just another representation of them trying to bully me. Id like refund approved by Wellbridge and to put this rest. I do not want any contact from ***** Her behavior and treatment towards me and the situation is disturbing and the fact that Wellbridge continues to interact this way is disgusting.

  
  Sincerely,
  
  Klassie ****

  Business response

  06/28/2024

  I am at a loss for words.  ******* asks for someone to call - we attempt to call.  Both people who call, ******* does not want to hear from.  Wellbridge considers this closed.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel back in September to cancel for October because yes I know the policy and to cancel the month prior. So i had talked to someone who told me that I would get a confirmation email and that it was cancelled. I noticed in December that I was still being charged. I then went into the club to ask why I was still being charged and they stated that I had never cancelled and asked me if I would like to cancel and I said yes I did cancel but they had no record so I told them to not charge me anymore and she assured me I wouldnt be charged. I got charged again for ******* more than what I usually get charged which is when I started filing chargebacks with my bank which didnt go through which means this business is trying to fight me on it but I have proof of cancellation. Im on a month to month no contract plan with all the texts to back it up but I had to file a block on sports and wellness with my bank to not get charged anymore because Ive tried to cancel 3 times already and keep getting charged. This is after they had already lied before and said our membership was for one person and not two and the person who signed us up was no longer with them so being charged wasnt the only problem we had with them. I want my money back and honestly I might take call my lawyer and take it to court.

  Business response

  02/26/2024

  There seems to have been a miscommunication between the sales rep and the customer when they sent the cancel link.  It is not a confirmation email, it is an email that needs to be completed by the customer.  Once completed it automatically gets sent to our customer service department and we process the cancellation.  That did not happen until January 2024.  There are notes in our system that a cancellation email was sent to the member in September.  I will honor that note in our system as their request to cancel and cancel them as of November 1st which is our normal policy.  November dues was $90.41; December - February dues was $93.63 per month or $280.89.  Total refund would be $371.30.  

  Customer response

  03/11/2024

  We called riverpoint again and asked to talk to a manager but there was no one available and they took our info to call back but we never got a call. This has how the communication with them has been, us reaching out and not hearing back. They said they would refund but we havent got it yet or heard anything back from them. What we did get is the chargebacks back on my account as of this week that they fought us on. When we went in person we had told them that we canceled and sent the mail but they said they didnt get it so it doesnt count even though we have the cancellation email that we sent. Just because they didn't get it doesnt mean the one we sent is invalid or doesnt exist. Thats why theres a note for back in September saying I called and cancelled. 

  Customer response

  03/11/2024

  We called riverpoint again and asked to talk to a manager but there was no one available and they took our info to call back but we never got a call. This has how the communication with them has been, us reaching out and not hearing back. They said they would refund but we havent got it yet or heard anything back from them. What we did get is the chargebacks back on my account as of this week that they fought us on. When we went in person we had told them that we canceled and sent the mail but they said they didnt get it so it doesnt count even though we have the cancellation email that we sent. Just because they didn't get it doesnt mean the one we sent is invalid or doesnt exist. Thats why theres a note for back in September saying I called and cancelled. 

  Business response

  03/22/2024

  This is a little confusing.  We talked to the General Manager who researched and found that the person who did the BBB complaint was a friend of the member who was complaining.  It appears that the issue has been resolved.   a refund has been issued and received by the member.

   

  Thanks

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I extended my membership by one month --from june 30 2023 to july 31 2023 and paid in full. After a few months this company let me know via email that i was still a member and owed them more money. Please have them discontinue their shady practice of continuing a persons membership without letting the person know, and then after a few months trying to bill them for a time when their membership was unknown and they did not use their facilities.

  Business response

  11/21/2023

  The member cancelled their membership in June and shortly after (just days) signed a form to reinstate their membership.  The reinstatement form has no reference for being just for 1 month.  I have attached the reinstatement from signed by the member.  It appears that the membership would be ongoing.   Our process is to bill for only 3 months after non payment before we auto cancel memberships.  We also sent an email each month to the member stating that they were past due.  We sent 2 emails with no response.  Teh 3rd email appears to have gotten them to respond.  With the signed reinstatement form, the debt is due.  

  Customer response

  11/21/2023

  I informed their agent, i think his name is *****, that i would be extending my membership for one month. He had the cashier figure out the price which i then paid in full. On July 31st I knew that my membership was expired and i haven't gone back since.  As noone thre mentioned anything about a longer membership' the one month extension should be honored.

  Business response

  12/05/2023

  With a signed reinstatement form - there is nothing else I feel we can do.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The credit card I have on file with them got a new expiration date in May. All other businesses where I have this card automatically got the new expiration date through their card processor. Wellbrige did not do that; instead they charged me $25 in June and then $25 in July because the card was expired. Late in June they did send a letter, but late enough that I could not update the card before the next billing cycle. They could have simply disabled my membership so that when I visited the club I would have been able to find out that they needed the new expiration date. Simple. It seems that instead they prefer to let the *** fail repeatedly such that they can collect penalty. They are a good club otherwise, this predatory practice they have leaves me very disappointed.

  Business response

  07/07/2023

  Unfortunately, we do not have our credit card processor automatically update the credit cards we have on file.  What we do have is a process that sends out a letter or email to the member 1 month prior to their credit card expiring with easy instructions on how to update their card.  We also send letters or emails to the members when their credit card declines.  When members call in to update their credit card we are quick to reverse all fees if they pay their monthly dues.  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Wife and I went in to cancel our membership in February. We handed our paperwork directly to ***** and were told that we had provided all the required paperwork and that our last bill would be in March. We were billed in ***** with no notification that our cancellation paperwork and not gone through. When we called, the ** ********, told ** that we would be refunded and that our membership fee for ***** would be refunded. In May we were charged again without any notification. After I called multiple times with no follow up I was told that they had lost our initial cancelation paperwork and that we were in a 12-month contract that could not be canceled without a doctor's note. On May 11th after receiving a note from my doctor and emailing it to the ** ****************** went into the gym to receive confirmation that they received the letter and that my membership would be canceled. When I arrived and they confirmed who I was, the employee at the front desk refused to give me written confirmation that my membership had been canceled and that they received my doctor's ******* While there every employee that was present shut their office doors and refused to help or speak to me. when I went there I was respectful and courteous, but that was in no way reciprocated back to me by the employees. No customer should be treated this way.

  Business response

  05/12/2023

  To Whom it May ******** It appears that the cancel paperwork was misplaced or lost.  We do require a signature to cancel, but in this case because of the confusion, we will credit and refund the 2 months dues for ***** & May.  We apologize for the inconvenience to our members.  

   

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

  Wellbridge

  Customer response

  05/13/2023

   
  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

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was signed up with Wellbridge in ***********, **. I received a call in November that the club had made a mistake on our account and when a member called in to cancel their card being auto-deducted, they in turn cancelled ours instead of that members putting us behind 4 months on our fees and not letting us know until we were 4 months late. They then told us we had to pay 4 months fees plus penalties, when I questioned them asking why I had to pay for so many months when it was their fault that the card was cancelled and that they did not contact me sooner they insisted that it was our fault for not being up to date. I have made many attempts to try and get this problem resolved because I did not have $415 to pay all of a sudden and they were not helpful in any way even with me explaining that it was their employees, more than 1, fault that we were behind we assumed that our payments were being deducted the way they should be. They are now threatening to send me to collections for $600. During this time I also learned that they were allowing other people to use our membership stating we were using it, I did try to explain how this was not possible because we were out of state 2 months and due to health issues and they did not listen just demanded we pay. We mainly had contact through email which I can provide if needed. Thank you

  Business response

  03/27/2023

  I have reviewed the account.  It appears it was a problem on our side.  We are crediting the account for the entire amount of $601.  We are not sending it to our collection company.  We were having a challenge with the employee communicating with the member.  This employee no longer works for us.  Sorry for the confusion.  

   

  Customer response

  03/27/2023

   
  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. Thank you for the assistance in getting this problem solved.
  
  Sincerely,
  
  *******************************

*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. ↩