ComplaintsforClub4 Fitness

Fitness Center

Multi Location Business

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Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
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.
On August 7, 2024 I requested cancellation of my membership. My account was supposed to be closed once my final bill was paid on 8/27. On 8/28 after my final bill was posted, Club 4 charged me an annual maintenance fee of $49.99 and said it was due because I had access to the gym. I have not used the gym since the day I requested cancellation. I went to the gym to change my membership due to the loss of my mom and financial hardship, I was told I had to pay an addition $50 to downgrade my membership and I could not afford this so I canceled altogether. I asked them to waive the maintenance fee as I had paid it the previous year and it had not been a full year and should not incur an additional maintenance fee after canceling my membership and after my final bill posted. I have constantly emailed the company throughout September to get this resolved and they have stopped responding. I have now been threaten with further collection actions for non payment. They have also charged numerous late fees after the maintenance fee of $49.99. My membership cost was $27.99 and now I have a balance of $115.47 due to this. The balance may be higher now but in our last correspondence my bill was $115.47 from $27.99.
Business response
10/29/2024
I spoke with Ms. **** today. This is an error on our part and the only payment required should be the 30-day notice. I have removed the remaining balance.
Initial Complaint
10/07/2024
Complaint Type:
Order Issues
Status:
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.
This business has promised to be open during their specific business hours and then be open to select memberships 24 hours/4 days a week (they use a maglock with a barcode associated to your account for those members to be allowed access). The past 5 months we (members paying their additional $15/month for after hours access), are having a tremendous amount of issues getting into the building; the maglock very rarely works so we have to wait for an employee to show up but the gym owner refuses to give them keys to access the building so if the maglock doesnt work then no one can get in. The employees are almost always late to the gym also so general access members cant even get into the gym on time. I have asked several times when this issue will get resolved and Im always met with we are working toward a solution and this wont happen again in the future then the next the gym still isnt open on time and the maglock doesnt work. At the point they are pocketing the additional $15 a month from all of us members who are paying extra to be allowed in, and refusing to fix the problem.
Business response
10/21/2024
We are sincerely apologetic to Ms. ********** complaint. As a Premium member she has 24 hour access to any Club4 that provides 24 hour access, as well as access to all amenities. As we have had 2 instances of our door scanning software being down after severe storms going through our area, which did prohibit the utilization of 24 hour access, the gym was opened in less than 30 minutes of normal opening time. This particular instance made it difficult for my staff to enter the building due to our maglock which was engaged being on the same door that allows us key entry. There was one more instance of staff being 5 minutes late due to unpredictable traffic circumstance. As the General Manager I have reached out to Ms. ******** on numerous occasions leaving voicemails to apologize and resolve this matter, that were never returned after her stating she wanted to speaking with Management. Ms. ******** is aware that we have another location in *********** on **************** that she has full access to and is 24/7 versus our location, ************ that is 24/4. Club4 Fitness' Premium and Premium Plus memberships are month-to-month meaning no contract and can be cancelled with a 30 day notice at anytime.
Initial Complaint
10/02/2024
Complaint Type:
Order Issues
Status:
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.
On 9/25/24, I was stopped mid workout from a staff member at Club4Fitness in ****** and told that I was banned from the gym for a year and had to leave immediately. He cited a rule that members cannot personal train other members. I understand this rule as it would be both a liability on the gym and they want to make the money personal training. I was extremely caught off guard because I have not personal trained anyone in over a decade from when I used to work at a gym around 2014. They told me because I check in twice a day and that visually it looks like Im personal training right now, that I was breaking their no personal training rule. I explained that I come twice a day because liked to do cardio before work and like to lift weights during my lunch break. I also explained that my gym partner and I have been doing the same workouts together for months at this point, that theres no personal training at all. The staff member was extremely aggressive and stated that this was not up for discussion and restated that I had to leave immediately. Ive seen this staff member called the police on other members so I figured that was coming shortly. Ive been a member of that gym for about three years and have had zero issues. It used to be a clean, friendly fitness environment, but with probable reckless management causing high staff turnover, its become dirty, the machines are consistently broken, and the rotating staff has become both lazy and aggressive. I reached out to one of the sales coordinators name **** ********* at ************ in an attempt to discuss and rectify the decision and it took him six days to respond and say no.I went ahead and canceled me and my wifes memberships. We had already paid through late October and part of the cancellation process was paying an additional month. We now have paid (~about $60) for memberships through late November to a gym that I am banned at for either a crazy misunderstanding or extreme staff misconduct, etc.
Business response
10/16/2024
Mr. ******** situation was an unfortunate misunderstanding compounded by a quick decision that did not include necessary CLUB4 Fitness leadership involvement, and for this misunderstanding, CLUB4 Fitness has extended heartfelt apologies to Mr. ****** and his wife. Specifically, a respected Sales and Operations leader, a Regional Manager, and the Managing Partner/Owner have all reached out to Mr. ****** directly to offer apologies as well as a free month's membership for both he and his wife.

We must now, however, accept Mr. ******** decision not to reinstate and accept that free month's membership for he and his wife, and are more than willing to return the $60 accorded to memberships paid for per our membership Agreement.
Customer response
10/29/2024
I would like to receive their $60 refund offer and move on.
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
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.
This is a gym and I cancelled my membership November 2023 due to ongoing medical issues. However I noticed that fees were being withdrawn from my account dating back to 8.21.2024., amounting to $97.96. Contacted the business and request a refund. They advised me to contact another company (ABC) this company stated I needed to contact the Gym and not them, contacted Gym and was told I needed to open an account online and request to cancel my membership again. Obviously I was not in their new system so that is proof I was no longer a member. I opened the account online, cancelled my new account and was charged another fee of $15.99. If you look at this companies Google reviews it seems as though this is an on going issue and scam they are preforming. It is theft and unethical. I would like to be reimbursed.
Business response
09/26/2024
Good afternoon ********, we hope you're doing well and having a great day. We are attaching a copy of your agreement including our cancellation policy and we are also attaching a copy of your Freeze request in which you clearly requested to freeze your membership for 6 months and it was processed as requested. Thanks and have a wonderful day.
Customer response
09/26/2024

Complaint: ********

I am rejecting this response because: I called and formally cancelled my membership as well as submitted the request through PEAK to CANCEL this account due to on going medical procedures. This is something this gym is infamous for doing! Your history on BBB reviews and Google reviews speak for themselves on the theft and scandal your business is running.

Regards,

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

Business response
09/27/2024
Good morning ********, you are mistaken. I am attaching your contact notes with Peak in which you requested a Freeze and they let you know when you would come off Freeze. Thanks and have a wonderful day.
Customer response
09/27/2024

Complaint: ********

I am rejecting this response because:
I am not mistaken. I cancelled this membership. Have a wonderful day!

Regards,

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

Business response
09/28/2024
Good morning ********, we hope you are doing well. Reiterating and attaching the supporting documents here that a freeze was requested and processed accordingly. This case is now considered closed. Have a wonderful day.
Initial Complaint
09/21/2024
Complaint Type:
Order Issues
Status:
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.
In march 2024, I went in person to Club Fitness ************ in *********, **. I already had a premium monthly membership ($25), and I asked how to get access to the pool. the employee at the front desk told me that I would need to upgrade my monthly plan to include pool access. She informed me of the cost per month ($45), and I upgraded my plan. However, I was not informed in any way that by upgrading to include pool access that I was agreeing to a year long contract. Not only does this mean that I have to pay for the pool for the full year, but I was just informed over the phone that when I did that upgrade I also entered into a year long contract with my other monthly membership dues. They will not even allow me to downgrade my gym membership from the premium to the basic. I have done extensive research and information about the ridgeland club 4 pool is no where to be found online. I was not handed a copy of pool rules or the contract. I was not verbally told about the contract. Nothing was said or posted in writing anywhere. I could not even see the monitor that the employee used to sign me up, I just signed something electronically. I assumed that I was just signing so they could charge my card and the employee did not indicate anything different. She just told me to sign on the little tiny screen. All I was told was that my monthly fee would go up. An employee told me over the phone that whoever signed me up was probably new and didn't know to tell me. I'm sure they have cameras in that lobby and someone could probably look and see whether I was informed or not, but I distinctly remember that the employee was very quiet and did not offer up much info at all. The fact that I was able to unknowingly enter a year long contract without even seeing it or being informed at all seems predatory and wrong. I really liked club four and I honestly think the year long policy makes sense. I just wish I was given the chance to make an informed decision about it.
Business response
09/30/2024

Dear ****,

Thank you for reaching out and sharing your experience with us. I truly apologize for the confusion and frustration you've encountered with your membership upgrade at our ************ location. I want to address your concerns with care and transparency.

First and foremost, Im sorry that the details surrounding your upgrade, particularly about the year-long contract, were not communicated properly.

Additionally, a copy of your updated membership agreement would have been sent to the email address on file when the upgrade was finalized. I apologize if this was not made clear to you at the time, and I completely understand how frustrating it is to feel like you didnt have the necessary information before making such a decision.

I appreciate your patience in sharing your feedback with us, and I agree that you deserved a clear, informed opportunity to decide on this upgrade. While it sounds like there may have been a misunderstanding with our staff, this doesnt change the impact its had on you.

In the meantime, Id like to connect with you directly to see how we can make this right, whether its a review of your membership options or something else we can assist you with.

Please feel free to reach out to me at ********************************* or let me know a convenient time for me to contact you. We truly value your membership and want to ensure that your experience with us is positive moving forward.

Thank you for your understanding, and I look forward to speaking with you soon.
Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
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.
I contacted Club 4 on Wednesday September 18 at approximately 1 pm. I talked to a suppsoed manager and asked him to removed my payment options from their system. I explained this card and account are not up to date as it's a pay account from a previous employer. The "manager" said he could not do that. I explained they do not have my consent to withdraw another dime from that account and offered an alternative payment method. Again, their supposed manager denied my request and sent me an email with a cancelation link. Please, take this is my official notice that you do not have my consent as a consumer, to witthdraw funds from my old account.
Business response
09/25/2024
****** contacted the club asking to have his payment removed. Per the agreement that he signed that's attached it's a month-to-month agreement. 30day cancellation process. That's why he was given the contact information for customer support for the billing company so that he can give his notice of cancellation. We're not responsible for removing billing from his account he is to contact the billing company himself to have this resolved. Per agreement he is responsible for the 30day notice and the last draft however he chooses to make that payment, again that is done through the managing billing company. In which he was given that contact information for.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
I signed up my daughter for the $10 per month fitness program last month at Club 4 Fitness in **********, **. There was an initial $89 fee. I paid it. Then I noticed this month that the monthly draft out of my checking account was for $25.99 and not the expected $10. When I called to inquire, I was told to come in person. So I did. They told me she was signed up for the $25.99 plan but they could change it to the $10. I believe they intentionally put her down for the $25.99 plan hoping I wouldn't notice. I could get over that if they would have simply moved her to the $10 like they said. Instead, they billed me for another $89 initial start up fee even though I paid it last month! Now they won't return my calls and the only email form I can find won't accept my emails. It keeps telling me "error." I feel like I'm being scammed. I'd at least like back the $89 I had to pay a second time for initial start up fee. My daughter still wants to workout there and I don't mind paying the $10 per month and the original $89 ONCE. Can you help me?
Business response
09/30/2024
Dear *****,
I hope you're doing well! I wanted to reach out regarding the $25.99 charge on your account from 9/12/24. I understand that you were expecting a $10.00 draft, and I apologize for any confusion this may have caused.
Since 9/12/24 was the same day your membership was updated from the premium to the basic plan, the system processed the premium plan rate before the new plan could take effect. Rest assured, your new monthly rate of $10.00 will be reflected in your next billing cycle.
If you have any further questions or concerns, please don't hesitate to reach out!
Thank you for your understanding, and we appreciate your continued membership with us.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
I became a member and enjoyed the service. Several months into it, I became sick and unable to continue and i cancelled my membership. I followed the procedure and everything was fine. I was told that BOTH the PT and membership would be cancelled when I paid the balance, which I did. Today I was notified that this was on my credit report and immediately called the collection attorney, who was rude, and paid the balance as this negatively affected my perfect credit to have a collection. First, I was told that it was handled and the women must have been confused as the PT was separate and second they reported it without having my social security number as in collections. I paid the $576 plus fee immediately but would ask that this be removed from my credit report immediately. I left a message at the corporate office as well. You are welcome to google my name and realize that 1) I pay my bills and 2) i was sick and could not continue my membership and cancelled the membership - paid in full and a year later I get sent to collections when the lady that took my membership said I would never hear from them again.
Business response
09/24/2024
Good afternoon, *****, we hope you're doing well. Attached you may find both of your agreements: Membership Agreement and Personal Training Agreement. Looks like your confusion was that you did cancel your membership agreement properly, but you did not cancel your Personal Training agreement properly. However, your balance has been paid in full and you are currently in good standing. Thanks, and have a wonderful day.
Customer response
09/29/2024
This is incorrect and has been paid after reporting to the credit bureau as a collection. I was told by the associate at the time of cancelling my membership that everything was complete and handled. Then all of a sudden it shows up on collection and I immediately paid to get it resolved. It still is showing up on my credit report and should be removed immediately. This company misrepresented what I was told when I “cancelled”
Initial Complaint
09/09/2024
Complaint Type:
Order Issues
Status:
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.
Club4Fitness continues to attempt to charge me for a service I ended under the terms in our agreement. I followed the steps outline in their ONLINE only cancellation form and talked & texted with their fitness manager, who agreed to end the contract. I need Club4Fitness to cease and desist the harassing tactics. To include using ****** *** ********** to contact me.
Business response
09/24/2024
Client failed to pay his dues, after 90 past due balance days, accounts are being sent to collections department, stated in the signed contract by the client. Thank you
Initial Complaint
09/05/2024
Complaint Type:
Product Issues
Status:
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.
On June 19, 2024 I signed up for a membership with Club 4 fitness. The company false advertise a lot of things that they withheld before signing. Upon reading the agreement I saw various things that was not disclosed before signing. I close my membership immediately follow which was 3-5 days later. However this company continue to fraudulent bill me after my cancellation. When I confronted them on June 26 2024, about it they claim that they didn’t have any confirmation of my cancellation. I informed them then that I did not wish to continue the membership for a third time. They continue to bill me in the month of July 120.00 plus a 49.99 annual fee. In August they also bill me for membership plus late fee. When I spoke to two managers on today after telling them the situation. The manager said that I would also be billed for the month of September since I had not given a 30 day notice. What a scam if I’m telling you that I canceled my membership back in June and need to be reimbursed my funds. The company is stealing from people at this point it is considered fraud. I’m clearly telling you that my membership was cancelled in June and you are still trying to bill me in September.
Business response
09/24/2024
Good afternoon *********, We hope you're doing well. Attached you may find a copy of your membership agreement. The first page first paragraph of your agreement, which was provided to you via email on the day of sign up, stipulates our cancellation process: simply register at myclubonline.com then login and click cancel. Our cancellation policy is 30 days notice so you are responsible for all invoices within the last 30 days of requesting cancellation. We are also attaching the notes on your profile. There is no mention of cancellation until September of 2024. Your cancellation has been processed per 30 days notice policy. Thanks and have a wonderful day.

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