Anytime Fitness, LLC

Hello [redacted] ,We appreciate you bringing this to our attention [redacted] , our clubs are independently owned and operated and the agreement that you have is with the Anytime Fitness-Texas City, TXWe are not able to cancel your agreementHowever we will be reaching out to our franchisee to make sure that they are working on a resolution to your issueI do see that you are currently in our system with an expiration date of September 1, We will ask that the club reach out to you to work on a resolution with you regarding your membership.Thank you, Janet ***-

Hello Carson,We are sorry that you are having such a hard time getting your refund for your membership that you purchased at the Anytime Fitness-Plano, TXCarson, our clubs are independently owned and operated and per our franchise agreement with the owner Jason ***, these refunds should have been sent to the membersI am not sure if it is because your membership was not entered into ABC that you have not been contactedHere is the cell number for Jason [redacted] , and I have also included the franchisee in this email so that he can reach out to you to get this addressed and taken care of as soon as possible for JulyIf you do not hear from the owner with in days please contact me directly at [redacted] or email at [redacted] , and we will follow up with the owner until this get's resolved.Thank you-Janet ***Director of Customer SolutionsAnytime Fitness, LLC

Initial Business Response / [redacted] (1000, 8, 2015/09/29) */ Hello ***, we appreciate you bringing this to our attention regarding ***'s membership at the Anytime Fitness Mount Prospect, ILOur clubs are independently owned and operated and the agreement that [redacted] signed is with the Anytime Fitness in Mount Prospect, and it would be the club that would have to cancel the agreementHowever we will reach out to the club to let them know that you would like to have ***'s membership cancelled Thank you, Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has been resolved yetI would like them to contact the Mount Prospect club and let them know abut the policy that is stated in the contract, and get this issue resolved Thank you for your help Final Business Response / [redacted] (4000, 12, 2015/10/12) */ Hello ***, I am very sorry that this has not been resolvedI will follow up with the club once again and ask that they reach out to [redacted] to resolve the issue ***, our clubs are independently owned and operated and all cancellations do have to go through the club Please let us know if you do not hear from the club Thank you, [redacted] Final Consumer Response / [redacted] (2000, 14, 2015/10/23) */

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Hello [redacted] , We appreciate your feedback regarding the Anytime Fitness-North Liberty, IA. We are sorry to hear that you did not have a good experience in trying to cancel your membership, I do show that your membership is showing canceled as... of 12/18/2015. We would like you to know that our clubs are independently owned and operated and the agreement that you signed is with the Anytime Fitness in North Liberty, IA. However, we will follow up with the club and ask that they address your concerns. Thank you, Janet ***-Director of Customer Solutions Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have an email from the franchise owner that "corporate" had instructed him not to respond to my complaint. So it does seem that you are somewhat involved in your franchisees actions pertaining to customer service. Either way, something seems amiss here. Because I feel so strongly about this, I have sent a letter and a copy of the email string between your franchisee and myself to your CEO and COO on January 6, 2016. I have included a copy of the letter but not the emails to you because there is identifying information for both myself and your franchisee. I am happy to provide it to you as well if necessary. I feel as though part of your business model is using avoidance and stall and delay tactics to squeeze money out of cancelling members. Please read the letter, I feel it outlines my position more adequately. Final Business Response / [redacted] (4000, 9, 2016/01/15) */ Hello [redacted] , We are very sorry for your experience at the Anytime Fitness-North Liberty, IA location. I would like for you to understand that as we're a franchise system with independently owned and operated clubs we coach out clubs to provide the best member experience possible. The letter that was sent to the CEO has been sent onto the owner of the North Liberty location along with copies of your complaints filed with the BBB. I have once again reached out to the owner and asked them to contact you in regards to your concerns. This does have to be resolved at the club level, we do not have authority to go in an cancel or refund members, however we can enforce our protecting the brand. If you have any questions feel free to contact me at your convenience. Janet [redacted] Director of Customer Solutions

Hello,We appreciate you bringing this to our attentionHowever our clubs are independently owned and operatedWE will be reaching out to the club once again to see if they would be willing to work with youIf you are in an agreement you do have to follow the terms of the agreement that signed.I will request that the club reach out to you as soon as possible.Thank you, Janet ***

Initial Business Response /* (1000, 6, 2015/12/02) */
Hello,
We appreciate you bringing this to our attentionWe will be reaching out to the club with the information you have providedWe would like to make you aware that our clubs are independently owned and operated and are responsible for the
day to day operations of the clubAnd according to your complaint you filed it sounds as though they (the club staff) are concerned regarding the condition of the club
We hope you understand that we believe that there are two sides to every story and we will also need to hear from the the Anytime Fitness location in Fort Worth, TX
We do hope to get them to address your concerns
Thank you,
Initial Consumer Rebuttal /* (3000, 14, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept their response until:
1) the remaining wall ball/slam ball target exercise station has the full hardwood flooring installed for my use so I do not hurt my knees
2) the owners & staff stop harassing me & interrupting me during my physical therapy setsI have audio/video of at least times they have harassed me during my exercisesThe latest attached video shows the owner disturbing & upsetting me during my physical therapy sets by taking down the physical therapy equipment that I need
3) the owners stop making sweeping libelous generalized statements about meI am not using the slam ball target in an unsafe mannerI am not being aggressiveI told the owners I disagree with their accusationsI told them these are statements, yet they still continue to accuse me of these untruthsAs you can see from the attached video, my physical therapy exercise does not put me or anyone else in danger & I am not aggressiveThe owners accuse me of these things, yet have not provided any video proof (the gym has complete digital camera coverage 24/7)
The physical therapy slam ball target exercise is helping my eye, should/arm & neck health problemsHopefully the physical therapy treatment will help me avoid surgical treatment on my eye & shoulderMy physical therapist, Dr***, has been instrumental in designing an exercise/physical therapy treatment plan that accommodates my autismIt focuses on individual sport type exercises that work well with most autistic people, as opposed to group sports/group classes that tend to not work as well
I emailed Dr*** the video of my latest slam ball target exercise to see how I am doing (attached email)His response:
"***,
You have really improved with your strength and mobilityThat is a good functional workout and looks good with regards to techniqueI would keep going with this and add reps until you are doing sets of 10-repsWhen you are able to do that you might move up to a heavier weight ballMake sure you drop the reps down when you progress and build back upGlad to see you are doing better..."
*** ***, PT, DPT, OCS, M.Ed., CSCS
University of North Texas Health Science Center
Assistant Professor, Physical Therapy
***
Fort Worth, TX
(P) ***, (F) ***
________________________________________
From: b w
Sent: Wednesday, December 09, 3:PM
To: ***, ***
4) the owners return the lbAnytime Fitness purple & black ball to the wall ball stationI started out with a lbslam ball & have recently improved to a lbslam ballDr*** wants me to try a heavier ballThe owners took away all the Anytime Fitness balls that I previously usedOnly the trainers have access to them nowI need the lbball for my physical therapy exercise
5) the owners stop saying that if I continue doing my physical therapy slam ball exercises, I need to find another gym
Final Business Response /* (4000, 39, 2016/02/11) */
We apologize for not responding earlier, we did not receive the latest complaints from corporate until this weekWe are still taking into consideration the extension of the hardwood flooringIt was agreed upon that Dr*** would use the alternate area for wall ball in the group fitness roomIt has all hardwood flooring, he suggested it on 12/8, and said he would use that area to conduct his wall ball exercisesWe appreciate his continued usage of this area for his wall ball exercises
The black and purple Anytime Fitness medicine balls were taken out of commission about to months ago, as some of them were peeling apart where the seams of the rubber come togetherWe thought they were less safe than the other gray slam balls that we have on the functional training rackHowever, today, I looked at the pound black and purple balls and both seem to be in working conditionSo, I have put both pound balls back out on the rack for usageI just ask that if Dr*** uses these balls to keep an eye on them, as will we, and if they start to peel apart like the smaller sized black and purple balls, that he let us knowWe will take them back out of commission if they start to deteriorate like the other ones did
We continue to strive to accommodate all of our members to the best of our abilityI hope that Dr*** understands this and sees that we are doing everything we can to help with their training, even to the point that I shared two triathlon books with Dr*** for his triathlon trainingWe are working hard to make all of our members happy and taken care of
Final Consumer Response /* (3000, 41, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initially the gym owners told me and the Revdex.com they would make the wall ball station flooring safe for my kneesThis was an agreeable soluton by allTwo months was plenty of time to have this little bit of additonal flooring installedBut now they changed their mind and are just "considering" it, rather than doing itAnother lie told to me, the Revdex.com and others by the ownersI do not accept this reconsideration

Hello ***,We appreciate you bringing this to our attentionOur clubs are independently owned and operated so we will be notifying the Anytime Fitness-Harker Heights, TX We will ask that contact you as soon as possible to work on a resolution.*** if you do not hear from the club within
in hours please feel free to contact our corporate office.Thank you, Janet ***-Anytime Fitness, LLC

Initial Business Response /* (1000, 9, 2015/11/09) */
Hello ***,
I am sorry for the delay in this response***, I want to let you know that our clubs are independently owned and operated and it appears that there was some type of misunderstanding between yourself and the club staffWe will
make sure that the club owner is aware of and we will ask that they reach out to you and try and resolve this as quickly as possibleAnytime Fitness, LLC does not have the ability to refund your girlfirend this would have to be done through the club that billed her acount
Thank you, Janet ***-Anytime Fitness-Director of Customer Solutions
***@anytimefitness.com
***
Initial Consumer Rebuttal /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand that it is a franchise and I will talk to them once they reach out to me

Initial Business Response /* (1000, 5, 2015/05/22) */
Hello ***,
We appreciate you bringing this to our attention and we love to helpHowever I am not able to locate your membership in our systemIf you could please call into our corporate office at*** and ask for our Member
Solutions Department we would be happy to reach out to your club to try and get this resolved for youPlease understand that our clubs are independently owned and operated
We look forward to hearing from you
Thank you,***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept the response because they didn't give me oneThey claim I'm not in their system yet I keep getting letters from their collections departmentIt says I need to call themI would have to call and then determine if I agree with what they have to say

Hello ***,We appreciate you reaching out and providing the information regarding the Anytime Fitness in Rancho Cucamonga, CA*** we will be reaching out to the club to discuss what is going on and see if they have any information they have for usOur clubs are independently owned and
operated, but we have a brand to protect and our members safety is very importantYour request for a refund would have to come from the Rancho Cucamonga location, and we will make them aware of your request.If you have any questions please feel free to contact me at our corporate office.Thank you,Janet ***Director of Customer SolutionsSelf Esteem [email protected] ###-###-####

Initial Business Response /* (1000, 6, 2015/04/28) */
Hello ***,
I have read through your complaint and I do understand your frustrationIt is very frustrating for the members and our team here at Anytime Fitness, LLC we do not like seeing any of our locations closeBut when they do quite
suddenly like what happened with the Fort Wayne, IN locations it is hard for everyone involved***, our clubs are independently owned and operated and the franchisee's *** and *** are responsible for any refunds do to their membersAnd our customer service department provided as much information as we had for both of the franchisee's to the members, also when a club does close Anytime Fitness Corporate does send letters to all the members in our system with email addresses, and this is as a courtesyI will reach out to ABC to see of they are trying to collect this, but we are not able to refund any dues that would have to come from the franchisees
Initial Consumer Rebuttal /* (3000, 8, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The corporate offices of Anytime Fitness can collect money, switch my membership to whichever franchise they decide, but when it comes to owing members money suddenly they are "independently Owned" and not responsible! If they are independently owned then how did my membership get switched from Columbia City owners (where I signed up), to the downtown FW location and then notified by email from the CORPORATE OFFICE that it had changed
No, I do not accept the response from the businessI was a member for over years and regretfully encouraged several other people to join during that time at various locationsI'm (again, regretfully) the one that prompted the lunch time Yoga classes very successful
If your franchise contracts are written so that you allow their owners to steal clients money under the name of Anytime Fitness, then I suggest you get new legal counsel to review your franchise contracts!
Final Business Response /* (4000, 13, 2015/05/11) */
Hello ***,
I have contacted ABC and confirmed that your membership has been inactive since club 3397-Fort Wayne, IN (Berry Street) closed in JanuaryThe reason you are receiving calls is because *** *** had a membership that was tied to yours, but *** was using club 1118-Columbia City, IN and his membership transferred and this happened 4/8/2013, there was a chargeback that was requested for the January 26, for $17.00, this was a repost because ABC Financial Service won the chargebackHowever further payments were collected for ***'s membership and this is why ABC was contacting you for ***'s membership***'s membership has now been sent to collectionsAnytime Fitness is not able to refund any members and each members agreement states that they are transferrableNotices are sent out to clubs when the memberships are transferredI would suggest that you reach out to the club 1118-Columbia City, IN regarding ***'s membership to resolve this issue
Thank you, ***-Director of Customer Solutions

I am rejecting this response because:
I haven't been contacted by anyone which further shows how poorly the Texas City location is runI have already been charged again and I am really just wanting this to be resolved so I can be done with this terrible company

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello ***,
We appreciate you bringing this to our attention*** we have sent this over to the Anytime Fitness-Richmond, MI to resolve***, our clubs are independently owned and operated and your agreement and any decisions made regarding
your agreement would have to be done through the club.I will be sending a copy of this complaint over to the owner of the Anytime Fitness-Richmond, MI and we will request that they address these issues directly with you
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 14, 2015/08/14) */
Hello ***,
This is very surprising because the club had sent me a response back on July 30th, that Jordan has spoke with you and that you had an appointment set up with Jordan to get your account back in good standingI will reach out to the club and owner to make sure that they get this taken care of with you
Sorry for your experience with Anytime Fitness-Richmond, MI location
Thank you,
Janet ***-Director of Customer Solutions

Mr***,We received a letter from the Revdex.com disputing your anytime fitness membershipI have tried to reach out to you several times to figure out what went wrong with the cancellation processWe do require a written day notice to cancel all agreementsI spoke with your dad *** on Dec 5th
and he brought me a letter from you to cancel the membershipWe cancelled you membership on the spotI then received a letter in the mail from you on the same day, Dec 5th, to requesting to cancel ftYou did mention that there was one sent on the 13th of SeptemberWe honestly do not have any record of receiving any mail from youAny requests to cancel that we receive through the mail gets scanned in and the customer is copied on the confirmation.Like I mentioned, we did cancel out the membership and you should see a refund shortly.Again please call me anytime.*** ***-OwnerAnytime Fitness - Cedar ParkSLakeline Blvd *** Club *** Cell

Initial Business Response /* (1000, 7, 2016/01/06) */
Hello ***,
Hope you are doing well! I apologize for my delayed responseIt is delayed because of the holiday's***, I have looked up your account and it appears that your membership has been canceled as of 1/1/
Our clubs are
independently owned and operated so all cancellations do have to go through the clubs
Please feel free to contact me if you have any questions
Thank you,
Janet ***-Director of Customer Solutions
***
***@sebrands.com

Initial Business Response /* (1000, 7, 2015/06/09) */
Hello [redacted],
Thank you for bringing this to our attention. [redacted], our clubs are independently owned and operated, and the franchisee is responsible for the day to day operations. This would include any membership termination request, we...

are not able to cancel this agreement. I reviewed your account and it appears that you are using the Anytime Fitness locations. My suggestion would be to contact the club to discuss your membership concerns.
We will log your filed complaint and will share this with the clubs coach from our corporate office. If you have any questions or would like to discuss this further please feel free to contact me.
Thank you, [redacted]-Anytime Fitness, LLC.
[redacted]

Hello [redacted],I am very sorry for the delay in my response. [redacted], our clubs are independently owned and operated.  The agreement that you signed into is with that location and we are not a party to the agreement, and therefore we are not able to make...

changes, such as cancelling the agreement or refunding any dues.  [redacted] we will reach out to the club to discuss your concerns, and we will ask them to reach out to you to try and come to a resolution.Thank you, Janet [redacted]-Anytime Fitness, LLC

Initial Business Response /* (1000, 8, 2016/02/09) */
Hello [redacted],
We are sorry to hear about your experience with the Anytime Fitness-Mount Prospect, IL location. Our clubs are independently owned and operated and the club does have to work on the resolution. [redacted], we have been working with...

the club regarding this situation and according to the club they have said they have send an apology email and this situation should be resolved. According to the information that we have received.
We understand that there are two sides to every story.
Please feel free to contact Anytime Fitness, LLC if this situation has not yet been resolve.
Thank you, Janet [redacted]-
Anytime Fitness, LLC
janet.[redacted]@sebrands.com
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Anytime Fitness Mt Prospect location has not in the least acknowledged James unethical and unprofessional conduct displayed. We, as consumers, should be treated with courtesy and respect from an establishment that we are PAYING to be members of. The "email" sent to us was only addressing the $20 unauthorized charge but NOT James behavior. This complaint is not about the $20 charge, its about the unacceptable treatment we received! We wish for our membership to be canceled to say the least!
Final Business Response /* (4000, 12, 2016/02/22) */
Hello [redacted],
We are very sorry that you are having such a bad experience with the Anytime Fitness-Mt. Prospect, IL location. Please understand that we have brought this to the attention of the owner. [redacted], please understand that our clubs are independently owned and operated, and the agreement is between yourself and the club, and our corporate office is not a part of the agreement, and therefore we are not able to cancel the agreement. We do hope that this is resolved soon.
Thank you, Janet [redacted]-Anytime Fitness,LLC

Hello [redacted],We appreciate you bringing this to our attention. [redacted], our clubs are independently owned and operated and the agreement that you have is with the Anytime Fitness-Texas City, TX. We are not able to cancel your agreement. However we will be reaching out to our franchisee to...

make sure that they are working on a resolution to your issue. I do see that you are currently in our system with an expiration date of  September 1, 2017.  We will ask that the club reach out to you to work on a resolution with you regarding your membership.Thank you, Janet [redacted]-

Hello,We appreciate you bringing this to our attention. However our clubs are independently owned and operated. WE will be reaching out to the club once again to see if they would be willing to work with you. If you are in an agreement you do have to follow the terms of the agreement that signed.I will request that the club reach out to you as soon as possible.Thank you, Janet [redacted]