Best Fitness

Review: On 3/8/15 I went to Best Fitness to cancel my membership with there facility. I had been a member since January 1st, 2014. When I got my membership at the club I signed at 2 year agreement for receiving a discounted monthly dues rate of $14.99. I was currently traveling alot for work and inquired that in the event I had to cancel due to relocation for work what would the policy be? In the contract there is a clause stating that if you move and can show proof of it , and another comparable facility (meaning one they own) within 25 miles is not available the early termination fee is waived and your contract will be cancelled. The contract specifically states "30 days written notice is required to stop MONTHLY billing". Also at the time I signed my contract I was told that a annual fee of $39.00 would be charged as an "Annual Club Enhancement Fee". The fee would be charged on April 1st of each year and would be used to purchase new exercise equipment, upgrades to the club etc. Although I had a membership I had not used the clubs facilities since March of 2014 but continued to pay my dues via direct debit. I held onto my membership hoping to return to the area and use it. Eventually I relocated to the Pittsburgh area for work and decided to cancel. I cancelled in person on March 8th, 2015 and showed the required proof of my relocation which was a utility bill for my new residence. Since I had not given 30 days notice in time I was informed that per the contract I would have to pay my monthly dues for the month of 4/15 and that since that conveniently fell into the month of April I would also be required to pay the "Annual Club Enhancement Fee" of $39.00. I spoke with the manager and asked her to wave the fee since these fees were for the upcoming year, I was terminating my agreement and therefor would never even have a chance to take advantage of future improvements to the club. I also informed her that it does not state anywhere in the contract that I am still required to pay the annual fee in the event of cancellation. She explained that despite being worded on the contract as and "annual fee" its still considered a part of your monthly dues and they would still be charging me. I told her this fee is unfair to people canceling there contracts who will not be able to take advantage of any type of "Enhancments" done to the fitness club. Best Fitness is taking advantage of the time of the month there annual fee falls in and forcing people to pay a $39.00 fee for which they will get nothing in return if they happen to be cancelling there membership anytime from March 2nd-31st. Nor does it state anywhere in the contract you are required to pay the annual fee, only that you must give 30 days notice to avoid "MONTHLY" billing.Desired Settlement: Waiver of "Annual Enhancement Fee" of $39.00 for the year of 2015 and better clarification in there contract that there "Annual Club Enhancement Fee" is actually just a part of your monthly dues if they decide to consider continuing there current way of doing things.

Business

Response:

Our annual club enhancement fee is set to be withdrawn 90 days from the original sign date and is withdrawn the same date every year as stated in the agreement the member signs and it is part of their membership dues. This is all clearly explained to all new members during the time they are joining and the member actually signs for this after it is explained to them. Our cancellation policy does require a 30 day notice and any dues that are owed within those 30 days will still be withdrawn.

Consumer

Response:

This is just another example of the timing of the month and a loosely worded contract (see attachment) being used so a Corporation can weasel more money out of the consumer. It states that you are responsible for "MONTHLY" dues unless 30 days notice is given. I gave my 30 days which happened to be a week shy of being able to avoid paying Aprils dues. Nothing in this contract mentions you still being obligated to pay the Enhancement Fee in the event of cancellation. I realize this and have no problem paying the monthly amount of "$14.99 despite the fact that I will not even be able to use the facility the month of April. But I will not pay a $39 so called "enhancement" fee for this establishment to make "enhancements" to there club for the upcoming year when I wont even be a member anymore and will not be able to have use of any of these "enhancements". This fee is a lie anyways and should not even be allowed. In the time I was a member there I never saw anything "enhanced" or upgraded. So what are the members of this club even really paying for? I will be filing a unauthorized withdrawal of the $39 fee with my bank when it goes through and I will also be filing a complaint with the Attorney Generals office of the State of Pennsylvania.

Business

Response:

As shown in the attachment provided by Mr. [redacted], it clearly states that an Annual Club Enhancement Fee of $39 will be billed on April 1st of every year and right next to that it states there is a 30 notice to stop monthly billing. Within the time Mr. [redacted] came in to cancel, his CEF was due within that 30 days. The enhancement fee has been waived for Mr. [redacted] for his displeasure and the cancel is being processed.

Review: My account was doubled at this gym. I cancelled the credit card being billed but they then turned it over for collection. I called and repeatedly told them this was a double payment to no avail. Now this is on my credit report and preventing me from doing what I need to do. This has been removed from two of the credit agenices but not the third. I also repeatedly asked for a signed contract showing I did sign up for two memberships and they could not produce.Desired Settlement: I would like this settled and a letter showing I did not owe the fees for the gym membership.

Business

Response:

I apologize that Mr. [redacted] is having an unpleasant experience with our company. We do our best to make sure every member understands their agreement before signing. After looking into the agreement number that Mr. [redacted] provided in his complaint, I see that this account is for a [redacted]. Mr. [redacted] does, indeed, only have one account with us, but he was the initial "buyer" for Mr. [redacted]'s account; this was the account that was sent to collections. Not knowing the agreement that Mr. [redacted] set up with Mr. [redacted], I'm not able to speak as to who is at fault. Mr. [redacted] was contacted several times by the financial institution that handles our billing, and by our staff here in Erie to let him know his account was behind on payments and in jeopardy of being turned over to a collections agency. We can provide Mr. [redacted] with a copy of Mr. [redacted]'s agreement if he wishes. Mr. [redacted] signed the "buyer" portion, making him financially responsible for the account.

Consumer

Response:

I asked repeatedly for something I had signed indicating this was my responsibility and was denied.

Business

Response:

Attached is a copy of the agreement for [redacted] with Mr. [redacted]'s signature as the buyer and the terms are outlined as Mr. [redacted] being the responsible party. The account will need to be settled either in the club or through the collections agency and then it can be taken out of collections.

I cancelled my account after moving out of state and was told I was all set. A few months later I received a call that I was in collection.I joined best fitness some time in 2014 but moved to CT in [redacted] of 2014. I called to cancel and they would not let me cancel my membership via phone email or fax it had to be in person. I continued to pay my membership because I was not able to travel there to cancel. In [redacted] I called and spoke with a male manager and I ask if I were to go up to the location today and cancel with my lease would I be charged again. He told me know but I would have to go that day. I went in with my lease and cancelled my membership that night with a manager that was on duty and she gave me a copy of the cancellation and told me I was all set. Now five months later I received a phone call from swift funds colletion agency saying I owe over [redacted] and this is going on my credit. I never received any notice that I owed any more money and my bank account was closed due to moving out of state. I asked the collections agency for validation of debt and I have still not received anything. If best fitness had contacted me and let me know I owed [redacted] for another month which is now what they are saying I would have paid it. They did not contact me via phone email or mail. I tried to call and speak with the manager at the Best Fitness location and she was extremely rude and brushed me off. She told me to deal with it and pay my debt and hung up on me. I have asked for the corporate number for Best Fitness multiple times and no one will give it out and I cannot find it online anywhere. I filled out a complaint via customer service on the website over two weeks ago and still have not received a response.Desired SettlementI am willing to pay the [redacted] I supposedly owe Best Fitness for that extra month despite cancelling. However I do not owe [redacted] Had they contacted me like they were supposed to I would have paid before it went this far. I also do not want this affecting my credit.Business Response [redacted] came into the club on [redacted] to close her account, as stated in the agreement she is responsible for a 30 day notice, which required her to make a final payment on [redacted] This payment didn't clear and the financial company continued to bill her as well as assess late fees which are as well listed on the agreement. [redacted] called in to the club and said she refuses to pay the past due and that no one had contacted her. I went over with her that the financial company sent numerous letters as well as reached out by phone. After four months of being unable to collect the payment the account was placed in collections in the amount of [redacted] in which she is responsible to pay seeing as the account was never closed due to the remaining payment being open. We are only able to accept half of the [redacted] at this point or she would be able to contact the collection agency to set up a payment arrangement due to them having her account.

I tried to cancel personal training contract, was told by Fitness Director, I could not and was thrown into collections without notice.I signed a contract at Best Fitness for a personal trainer in [redacted] 2014, the only option that was given was a one year contract. After 3 or 4 months, decided I could not afford the [redacted] a month payment and around [redacted] 2014, started calling the gym to speak with a manager to cancel. In early [redacted] I finally got a hold of the fitness director, who I told through text I would like to cancel. She said ok, to come in to talk to her. [redacted] I came in and when I got there the story changed she said well, you can't cancel but we can put you on a payment plan. I said I wouldn't even be able to do that for a few months because I had 7 weeks off of work. She said ok. Then, on [redacted] I got a call from collections that I owed them [redacted] dollars. I immediately went to the gym that day and spoke with a manager that was unhelpful, then the next day spoke with the fitness director, who said she had been patient with me and she "could have charged you for the next 3 years, if we wanted" She didn't even know for how many months I paid 3 or 4 and said they may have over charged me a month. She said she charged me ** dollars for each late invoice and I am sure for [redacted] cancellation fee. The problem is, the contract says you can cancel for [redacted] dollars. She is saying I couldn't because my account wasn't in good standing, yet it took 9 weeks to meet with her. Then I am thrown into collections for a service that I didn't even have yet and charged late fees, and cancellation fees? It is not late if you hand my account over to collections and you can't charge a cancellation fee if I didn't cancel. I know of 2 other people that were thrown into collections without warning. And another girl who has been trying to cancel for weeks. It went from me owing [redacted] to now [redacted] and if I pay that over 3 years I am ending up paying [redacted] or more, for a service, I never had and tried to cancel, and my credit is suffering. Also, between Best Fitness and the collections agency I have been trying to get a written statement of what I owe and that hasn't happened. I asked the collections agency (Swift) to provide me a written statement of what I owe either by email or mail and have not seen anything on paper. The woman who continuously calls me now, said she would send me something via email and hasn't. I am not going to pay someone almost [redacted] just because I get a phone call saying I need to pay. I also tried to email the BF Fitness Director at the email address she provided and it was returned (This is an automatically generated Delivery Status Notification. Delivery to the following recipients was aborted after 0 second(s): [redacted] I also emailed BF (March 18) for someone to contact me and received no response. This is a scam.Desired SettlementI need to be removed from collections because as of now my credit is suffering. I should have been given the option to cancel my contract for [redacted] as it states on the contract. My account would have been in good standing in [redacted] had I not had to wait 9 weeks to speak with a manager. I feel I should only have to pay a cancelation fee, so the rest of the outrageous [redacted] that is now on my credit report needs to be removed.Business Response On [redacted] came down to the club because she wanted to catch up on her past due. She informed [redacted] that it would be a month before she could but then she never did. On [redacted] she was sent to swift funds for her past due. On [redacted] she called very upset about the collections. [redacted] the Fitness Director, tried to calm her down and explain the contract that she signed. She agreed and asked her for a breakdown of all the fees. [redacted] informed [redacted] that she would give her a call back once she had all the information Ashley called her again and left a detailed message 3hrs later explaining everything and offered her my email address if she needed anything else from me. No further contact was made to the club. As far as the resolution [redacted] will not be removed from collections as it is rightfully owed. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First, it was [redacted] I came in to talk to [redacted] I came in to CANCEL! Not catch up. If I came in to catch up, why would I say I would be back in one month, wouldn't I have then caught up with some money? Like I said I came in to cancel and I have plenty messages to prove that. I also have messages to prove I had been trying to get a hold of management for 9 weeks prior. So I never said I came in [redacted] to catch up nor did I say I would have the money in one month. I said I wouldn't even be able to be able to pay anything for a few months, even if I wanted to keep the contract. I never said a month, that is a lie. I work as a tutor and get 7-8 weeks off when the Fall semester ends. Therefore, I wouldn't have the money. She wrote in the statement "she agreed and asked her for a breakdown of all the fees"? I agreed to what? I asked for a breakdown of why I am being charged [redacted] for a what would have been 8 months at [redacted] dollars. Between BF and Swift, I still don't know the exact charges. She said, I was being charged late fees for each invoice. How many invoices? Why am I being charged for late fees on invoices if you sent me to collections? I did email [redacted] as you can see in my first complaint and like it, reads the email was returned. Have not contacted her because I am getting no where. I am not paying [redacted] for a service I didn't have, and tried to cancel. In addition my trainer quit. Also, know of 2 other people thrown into collections without notice.Final Business Response As her signed agreement stated, she is responsible for 12 months of personal training and she was not able to uphold her end. She was sent to collections and unfortunately there is no way to refund the money as it is rightfully owed since she signed the agreement.

I went to Best Fitness for a gym membership. Over the phone the price was [redacted] down and [redacted] a month and I could do a 14 day trial membership so I agree when I got their it was [redacted] down and [redacted] a month for a year so that wasn't bad. After a week I got a call from [redacted] to come in see her for this 2 day no money down pro mo. When I got there she sign me up for the promotion and had me sign a electronic signature but never gave me the contract or let me read the contract. she said this just says you agree to membership. So I went to my car to get my gym bag and when I got back the membership manager [redacted] said she needed to talk to me about changing something on my membership and she proceed to change everything and I was that is not what I agreed to with Yaritza and she never said anything about other charges and Nastasha said oh yes I'm confidence she did I said she did not she is right in the next office ask her oh no she said and proceed to get loud with me in front of the other members and staff and told me she would cancel my trial membership. I went back the next day to give a written letter of cancellation so Best Fitness would not charge my debit card. I was told they didn't need it and my membership was already cancel when I ask for a confirmation to this affect I was refused and [redacted] and [redacted] started yell at me we are not giving you any confirmation receipt and I can contact corporate but was given no legitimate information on how to get corporate #. Best Fitness front end staff was nasty and very hostile towards me and didn't provide me with contract discloser and switch up pricing. they are not up front about what you are signing in the contracts and refuse to show it to youProduct_Or_Service: gym membershipOrder_Number: XXXX-XXXXXDesired SettlementI am requesting a no money down 2 year gym membership plus classes & personal trainer with no Fees or extra charges for [redacted] a month payable with cash monthly and no debit card holdBusiness Response I would like to respond to Case#XXXXXXMy name is [redacted] and I am the [redacted] of Best Fitness in Springfield. When [redacted] called in (which are calls are recorded) we did not once tell her there was a $79.00 enrollment fee. We don't discuss prices over the phone. She stated that she just signed and was never given a copy of her agreement in which she was because she brought it back to us to cancel. We followed all of our policies as well as given her a copy of the agreement after signing. We didn't collect any money because she signed up on a promo, so nothing was due to Ms. [redacted]. When she came in to cancel she was completely rude to all of our staff and began to record me, at that time I asked her to leave our facility. All of our agreements are run as EFT's cash is not accepted. As far as her resolution we will not give her a free membership and trainer. She was completely disrespectful and to be honest would prefer her not to join our club. Consumer Response The terms I stated was what I was told and those girls were very rude and disrespectful towards me when I went back the next day to cancel my membership with a written letter [redacted] did not accept it and told me she was not going to give me a written confirmation that my membership was cancel so I tape me & her on my phone that she is not willing to give me a written confirmation of cancellation and I also brought a witness with me as for them giving me a copy of the contract I sign electronically they did not as previously stated when I came back from my car into Best fitness [redacted] had a copy of the contract in her hand and took me into a cubical and told me she need to change something and that is when the bait and switch came into play and I told her to just cancel the contract and I took the contract off the desk. I never had a chance to read the contract prior to signing. Their business practice is very unscrupulous. They engaged in terrible unethical business behavior. Final Business Response I received an email that the case was closed due to no response, so I am sort of confused! We were unable to give [redacted] a copy of the cancellation because the day she signed we cancelled the account at her request. At that time it wasn't even approved in the system so we just reversed it. You cannot cancel an account that had been previously cancelled. We follow a strict procedure here you are not asked to signed anything without going over the details. Again, she was also giving a copy of the agreement.

I cancelled my account after moving out of state and was told I was all set. A few months later I received a call that I was in collection.I joined best fitness some time in 2014 but moved to CT in [redacted] of 2014. I called to cancel and they would not let me cancel my membership via phone email or fax it had to be in person. I continued to pay my membership because I was not able to travel there to cancel. In [redacted] I called and spoke with a male manager and I ask if I were to go up to the location today and cancel with my lease would I be charged again. He told me know but I would have to go that day. I went in with my lease and cancelled my membership that night with a manager that was on duty and she gave me a copy of the cancellation and told me I was all set. Now five months later I received a phone call from swift funds colletion agency saying I owe over [redacted] and this is going on my credit. I never received any notice that I owed any more money and my bank account was closed due to moving out of state. I asked the collections agency for validation of debt and I have still not received anything. If best fitness had contacted me and let me know I owed [redacted] for another month which is now what they are saying I would have paid it. They did not contact me via phone email or mail. I tried to call and speak with the manager at the Best Fitness location and she was extremely rude and brushed me off. She told me to deal with it and pay my debt and hung up on me. I have asked for the corporate number for Best Fitness multiple times and no one will give it out and I cannot find it online anywhere. I filled out a complaint via customer service on the website over two weeks ago and still have not received a response.Desired SettlementI am willing to pay the [redacted] I supposedly owe Best Fitness for that extra month despite cancelling. However I do not owe [redacted] Had they contacted me like they were supposed to I would have paid before it went this far. I also do not want this affecting my credit.Business Response [redacted] came into the club on [redacted] to close her account, as stated in the agreement she is responsible for a 30 day notice, which required her to make a final payment on [redacted] This payment didn't clear and the financial company continued to bill her as well as assess late fees which are as well listed on the agreement. [redacted] called in to the club and said she refuses to pay the past due and that no one had contacted her. I went over with her that the financial company sent numerous letters as well as reached out by phone. After four months of being unable to collect the payment the account was placed in collections in the amount of [redacted] in which she is responsible to pay seeing as the account was never closed due to the remaining payment being open. We are only able to accept half of the [redacted] at this point or she would be able to contact the collection agency to set up a payment arrangement due to them having her account.

I went to Best Fitness for a gym membership. Over the phone the price was [redacted] down and [redacted] a month and I could do a 14 day trial membership so I agree when I got their it was [redacted] down and [redacted] a month for a year so that wasn't bad. After a week I got a call from [redacted] to come in see her for this 2 day no money down pro mo. When I got there she sign me up for the promotion and had me sign a electronic signature but never gave me the contract or let me read the contract. she said this just says you agree to membership. So I went to my car to get my gym bag and when I got back the membership manager [redacted] said she needed to talk to me about changing something on my membership and she proceed to change everything and I was that is not what I agreed to with Yaritza and she never said anything about other charges and Nastasha said oh yes I'm confidence she did I said she did not she is right in the next office ask her oh no she said and proceed to get loud with me in front of the other members and staff and told me she would cancel my trial membership. I went back the next day to give a written letter of cancellation so Best Fitness would not charge my debit card. I was told they didn't need it and my membership was already cancel when I ask for a confirmation to this affect I was refused and [redacted] and [redacted] started yell at me we are not giving you any confirmation receipt and I can contact corporate but was given no legitimate information on how to get corporate #. Best Fitness front end staff was nasty and very hostile towards me and didn't provide me with contract discloser and switch up pricing. they are not up front about what you are signing in the contracts and refuse to show it to youProduct_Or_Service: gym membershipOrder_Number: XXXX-XXXXXDesired SettlementI am requesting a no money down 2 year gym membership plus classes & personal trainer with no Fees or extra charges for [redacted] a month payable with cash monthly and no debit card holdBusiness Response I would like to respond to Case#XXXXXXMy name is [redacted] and I am the [redacted] of Best Fitness in Springfield. When [redacted] called in (which are calls are recorded) we did not once tell her there was a $79.00 enrollment fee. We don't discuss prices over the phone. She stated that she just signed and was never given a copy of her agreement in which she was because she brought it back to us to cancel. We followed all of our policies as well as given her a copy of the agreement after signing. We didn't collect any money because she signed up on a promo, so nothing was due to Ms. [redacted]. When she came in to cancel she was completely rude to all of our staff and began to record me, at that time I asked her to leave our facility. All of our agreements are run as EFT's cash is not accepted. As far as her resolution we will not give her a free membership and trainer. She was completely disrespectful and to be honest would prefer her not to join our club. Consumer Response The terms I stated was what I was told and those girls were very rude and disrespectful towards me when I went back the next day to cancel my membership with a written letter [redacted] did not accept it and told me she was not going to give me a written confirmation that my membership was cancel so I tape me & her on my phone that she is not willing to give me a written confirmation of cancellation and I also brought a witness with me as for them giving me a copy of the contract I sign electronically they did not as previously stated when I came back from my car into Best fitness [redacted] had a copy of the contract in her hand and took me into a cubical and told me she need to change something and that is when the bait and switch came into play and I told her to just cancel the contract and I took the contract off the desk. I never had a chance to read the contract prior to signing. Their business practice is very unscrupulous. They engaged in terrible unethical business behavior. Final Business Response I received an email that the case was closed due to no response, so I am sort of confused! We were unable to give [redacted] a copy of the cancellation because the day she signed we cancelled the account at her request. At that time it wasn't even approved in the system so we just reversed it. You cannot cancel an account that had been previously cancelled. We follow a strict procedure here you are not asked to signed anything without going over the details. Again, she was also giving a copy of the agreement.

I [redacted] into the location 2 months ago to cancel my membership. They then sated that they did not do this and it was my faultI cancelled my membership 2 months ago, I went into the gym and they took a photocopy of my ID and [redacted]d I was all set. I then received a phone call from [redacted] stating that I owe money and that my membership was not cancelled. Best Fitness stated that this never happened and I did not go into the club and cancel. I asked for them to view video footage and they could not do this. After going back and forth, promises from "managers" stating that they would call me back which never happened. I called and spoke to a manager who said I can scan and email my drivers license to cancel the membership. After this happened, I spoke to the manager who said that she will have to wait for this women to check her email, 2 hours later then said that I can't do this and I need to send it in the mail. I then went on to ask ano[redacted]tion after that she hung up on me[redacted] I owe [redacted] for last month and then another [redacted] for this past month.Desired SettlementI would like my total of the past 2 months paid to [redacted] Business Response [redacted] signed a 24 month agreement in [redacted] of 2013. [redacted] called back in [redacted] of 2015 to inquire about canceling her membership. We informed her that she was still under agreement and that she would have to pay the [redacted] buyout, with a 30 day notice. She stated she was moving so we informed her that with proof of move such as a driver's license (recently issued within 90 days), a copy of a lease, utility bill, mortgage statement, or a job relocation letter to prove the 25 miles or more which is listed on the agreement as well, that she could cancel with just the 30 day notice. She called in on [redacted] 2015 saying that 2 months prior she had cancelled her membership. Informed her that the account was still active and went over the cancellation procedure once again. The cancellation process is strictly handled by managers and members receive confirmation of the cancel. [redacted] stated that she didn't have this confirmation. I again went over the cancellation process and all the correct ways to cancel. She called our business 3 times yesterday and each time she was informed about the correct cancellation process. She then sent in emails to our corporate office and we responded efficiently with detailed instructions on how to cancel her account. Her payment for April did not go through and she has a late fee, plus her [redacted] payment is due tomorrow. Cancellation requires a 30 day notice so unfortunately she is responsible for those payments. Thank you so much. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I understand clearly your cancellation procedure. My issue is that I went into the gym and cancelled and your employee did not handle the case properly. Seeing as I have never cancelled my membership before at best fitness, I did not know to ask for a confirmation number. I also was told by another employee that it was fine to email in a scannedCopy of my license to her email. If that is not procedure, how did I obtain her email to do so. If the employee cancelled properly then I would never be in this situation. All of the staff I cooresponded with were extremely rude, the operations manager was the rudest and not helpful at all stating that this was my fault. I also have not received any notification from the corporate office Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This business clearly does not understand the confusion I have. I have never met a manager who is so rude about the situation and did not apologize for two of her employers who clearly did not do the proper procedure and in the long run completely screwed myself over. I can clearly read and understand so the manager does not need to keep retelling myself how to cancel my membership. I would like an apology on behalf of that issue. Final Business Response A copy of your license is totally acceptable within in the terms of it being issued within 90 days which was explained to [redacted] on numerous occasions. When she came into cancel her license was issued in 2014. We will not refund any money as it was rightfully owed.

When deciding whether or not I would want to commit to this gym I sat in the office with a customer service service for about 30-45 minutes. During this session I repeatedly asked several questions along with my mother in law to be sure I would not be stuck into anything. I told the rep (who I believe was named [redacted]) that I was unsure if I would be able to afford the payments so I did not want to be stuck into a contract. She continued to reassure me that I would have 14 days to cancel the membership if I decide to not keep it. She told me it was the last day for the promo they had so in order to keep the promo to sign up and cut it by the 14 days if I could not afford it. When signing the contract she tells me she everything mentioned in it was what she just discussed with her so I signed it. Within the 14 days I realized I had other issues and could not afford the membership so I decided to go and get rid of the membership on the 14th day. Once I arrive the lady at the desk tells me she believes I had to cut it within 7 days in order to not be charged and I needed a[redacted] but one was not in at the moment. Days later I get ahold of a[redacted] and the[redacted] then tells me I had 3 days without a penalty and by now it is way past 3 days. I ended up having to pay a penalty in order to keep my credit from being ruined because this company fails to properly inform their employees and customers the correct information. $70 plus the first months payment of $20 wasted because of wrongful information. I used this gym one day and had to pay $90. This company is completely unorganized and should better train their employees. There is not reason I should have gotten 3 different answers of when I am allowed to end my membership before being penalized.Desired SettlementWhen I called the corporate office I was told she was doing me a favor by only making me pay half of the penalty plus the months payment instead of the full penalty. In reality, it was no favor because from the beginning I was lead to believe I would have no penalty if the membership was ended by the 14th day. Instead I still had to come up with money for a membership I used once. I feel this company owes me the money paid seeing as I was told there wouldn't be a penalty from the beginning.Business Response HI Christina,On this complaint we did settle with her with half of the agreement buyout. Instead of $100 to cancel we agreed with her to settle for $50. The account is currently closed out.

Deceptive practices and poor customer serviceI had 2 memberships at this gym. One for me and the other for my minor daughter [redacted] both for which I pay for via auto-debit from my savings acct. Upon renewing the contract in [redacted] 2014 and before printing the contract,the rep explained the terms of the contract and had me initial and sign on a signature pad. He explained that the monthly fee would be [redacted] for each contract for 1 yr. and some other benefits and policies regarding deferring the membership and switching the membership. The rep never disclosed a new annual maintenance fee in the amount of [redacted] more on each contract which was billed shortly after the 1st payments of [redacted] When I called he said it was part of the contract which I signed for. After reviewing the contract, I saw there was my electronic signature on the line stating there was now an annual fee which was not the case on my prior contracts with them. The contract expired this year on [redacted] I went into the gym on [redacted] to cancel as they won't do it over the phone. The rep said they needed 30-days notice and I would be billed one more time for [redacted] and sent an email to that extend on my daughter's contract. She convinced me to keep 1 membership as she stated it now has not contract term just month to month. Next billing showed a debit for [redacted] on each membership When I called to say I had canceled and the bill should have only been for [redacted] they stated that I had to pay again for the annual fee on both contracts. After discovering this, I immediately on [redacted] cancelled the other contract. I went into the gym and spoke with the manager and she gave me no satisfaction at all. She said she canceled the other contract and I won't be billed again and said she sent me an email which I never rec'd. The reps. are dishonest and do not provide proper disclosure on what they're asking you to sign when you renew your membership. They do not show you the contract first, but have an electronic version that they alone see and they chose what they want to explain then ask you to sign a an electronic signature pad prior to presenting the customer with a hard copy. The customers later discover things that were never explained but they signed for. The rep who cancelled my daughter's contact never mentioned I would be charged that annual fee again after cancelling and per the email I rec'd it stated one more payment of [redacted] I also cancel my other membership on [redacted] I don't see why I should pay for another annual maintenance/use fee when we're no longer members using that fee. The way Best Fitness contract is written, there's no way to get out of extra billing, however this is not discovered until after the fact. You can't cancel before the contract expires, otherwise there's a [redacted] fee; or if you wait for the contract to expire they need an additional 30 days which runs the customer into another month's fee plus the annual maintenance fee. The practices are deceptive and cheats the customer of money.Desired SettlementI want a refund of the annual maintenance fee on both contracts. I was defrauded initially and now again by being charged undisclosed fees. Business Response [redacted], signed an agreement with Best Fitness on [redacted] In which she was given a copy of. As the agreement states: an enhancement fee will be billed on [redacted] and every year after and which she had signed stating she agreed to this fee. [redacted] paid this fee last year as well and when it came out this year she was upset about it saying that we snuck the fee in there. The money will not be refunded as each member is responsible for a 30 day notice. She came in on [redacted] to cancel. [redacted] she was billed her normal fees as well as the enhancement fee, which she was responsible for. Technically she would also be responsible for Junes payment but put the cancel through for her effective for Mays. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As I explained previously they snuck that fee in there the first time and hence had no choice but to pay it. They told me they need 30 days notice so I will be billed once more for [redacted] which covered up until [redacted] as they bill a month in advance. Their contacts are looped so there's no way to get our of paying additional fees. In addition, on my dauther's [redacted]'s contract which I was responsible for, the email they sent clearly stated that one more payment in the amount of [redacted] will be charged which it was (covered up, not the additional fees. This company's deceptive practices need to be look into so they stop ripping off their members.