Club 24 Concept Gyms

We do show calls going out between 7/and 7/but regardless we are here to service your sessions now. We do have members drop off from time to time for several weeks and then come back on so we are willing to train you at your convenience

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* I just filed a complaint against Club Concept GymsMy threat to file one was able to get my complaint resolved and I now have email documentation from them on my refundsI have no idea why it took this long to get this resolved, but I did want it reported that I expect this to get resolved and wanted to be fair to the business. Thank you ***

Good DayWe have reviewed this agreement and found that the individuals signed up for their membership on 12/11/and are set to expire on 12/10/as these were one year membership agreements. You will notice on the cancellation form that you filled out, this is listed as
well. We show no other fees were charged on the account as referenced in the complaint. Please check you records as we show nothing else and be aware the only additional fees would be any returned item fees that may accrue if disputing charges. Also please reference your cancellation slip for specific dates as you will see that the original contract term would go only until December and that is all you would be responsible for under the contract

HelloWe apologize for the confusion but we do not show you getting billed for that amount in our system. We checked on the account under that name and only see membership billing of $every other week. This is for *** *** with a birth date of
***. The billing card ends in ***. Please confirm this is the correct person as we show no other billing for that person or card

We would to have this member use any sessions he has remaining without any charge. We have many personal trainers available at all times and will be happy to put the fees paid toward additional training sessions for this member. Our agreements are very clear that they are for months
and if they choose to cancel early there is a fee involved but we would be willing to put this toward additional training sessions. We will hold these sessions available for as long as you wish so they are there for use

STAY AWAY! This review refers to the Torrington, CT location. Might be lengthy but please read! I used to come in as a guest with my boyfriend all the time (for free), and eventually decided to join myself. Last week, I tried to bring my sister as a guest. They said she had to buy a pass because it wasn't a designated bring-a-guest day. I said, "But I used to come in all the time as a guest on many days of the week and I never had to pay. Why are you making my sister pay?" Manager, Bobby Castelot, responded that he had to follow the policy. I said, "Again, I used to come here as a guest all the time and I never had to pay. Why are you following your policy some times and not others?" He said that when we opened the staff may have been more lenient. So... you are nice and welcoming and lenient to everyone when you open to get people in the door, and then when they join, you suddenly become strict? Instead of saying that out loud, I explained more: "Please, my sister has been backpacking through New Zealand for six months. She doesn't have $10 to spend on a day pass. Can you please make an exception for today? She's visiting for a week and just wants to get on a treadmill for half an hour." Manager Bobby Castelot would not make an exception. I informed him that I love this gym and I come here at least once a week, but if he didn't let her in, I would cancel my membership. He said "OK, then cancel." So let me get this straight? YOU ARE WILLING TO SACRIFICE A LOYAL CUSTOMER AND FUTURE CONTRACT RENEWALS BECAUSE A GUEST COULDN'T PAY $10? How backwards is that?! You should sacrifice $10 to keep the customer. I will never step foot in Club 24 again and I will encourage everyone who's searching for a gym to join to STAY AWAY FROM CLUB 24!

Hi [redacted]We show that your cancellation fee of $89 was charged only once.  We also show that after signing for this charge you disputed the charge with your credit card company.  This is why your account was placed in collections.  If you feel you were charged twice please...

upload that here so that we can verify and correct any discrepancies.

We do show that [redacted] tried to contact person on several occasions and was not receiving a call back.  It was his intention to continue training this person so that nothing would be missed.  We would still intend to do this so that the member does not miss any training time.

Quite possibly the worse gym ever. The staff talks about rude things and they just stand and make fun of people or eat. Everything is sloppy there's water all over the men's room floor. No weights available no Dumbbells there's 2 broken. The club opened up late a few times and no one was at the counter when I needed a shake in the morning. There was a girl working but she was with her boyfriend having a good time while I was waiting for a shake. This is ridiculous im paying for a high school? The club is so filthy. One staff member who isn't there said there was NO HOT WATER in the sink used to clean the shake blenders. I see and smell mold. The wiring is so bad and bulbs are out. Don't join this place. It isn't worth the 24 hours.... You'll get sick it's filthy and the staff is the rudest I've ever seen in a gym. Always on their phones.

This member joined our [redacted] Connecticut facility in May 2014.  She emailed us in October inquiring about the opening of our new location in [redacted] and we gave her the update.  We have attached that email and response here:
class="label ng-binding">Email

Complaint: [redacted]
I am rejecting this response because:thank you for your help
Sincerely,
[redacted]

[redacted]
We apologize for the mix up.  Your membership should have been terminated after you made that final payment.  The breakdown of the payment is the one month the one payment that was past dues plus a $3 returned item fee that is charged to us by the processor when a...

payment is returned and the next payment that was due.  The two payments plus tax and the $3 return fee came to the $24.22.  There is nothing else that is owed and this is canceled.  The manager has been terminated from this facility as although this may have been a mistake there is no excuse for him not getting back to you or following up.  We have a new manager in training and we hope that you will revisit in the future when we can provide a better more responsible experience.

Complaint: [redacted]
I am rejecting this response because:
 
Club:24 did NOT have personal trainers available at all times. I had a scheduled meeting with a trainer that was canceled due to staffing issues. I was told that another trainer would call me to schedule my next appointment. It took almost a month for another trainer to call me. A month is NOT "available at all times".
 
To put it bluntly:
 
I was lied to by a Club:24 employee who told me that I could change or cancel my plan at any time.
Club:24 did NOT provide the service that I paid for as agreed.
Since my original complaint was unsatisfactory/unacceptable service, I have no interest in giving Club:24 money to provide even MORE of lackluster customer satisfaction.
 
The RIGHT thing to do should have been:
 
Immediately provide a personal trainer within a few DAYS of the termination of the employee.
If another personal trainer was unavailable, offer to cancel the personal training agreement free of charge.
 
If Club:24 was serious about keeping me as a customer, they wouldn't have penalized ME for their poor service.
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
the bottom line is again, Club 24 provided me with both verbal and written assurance that I had fulfilled my contract. They provided me with a cancellation receipt (call it whatever you like), on a Club 24 printed document, in writing and signed by Club 24 staff that our 12 month contract was fulfilled as of 8/4/15, specifically stating that only 1 further monthly fee would be taken out in August. 
My banks fraud department has the original statements with all of the unauthorized withdrawals  (10 in 2 months alone) on file and is currently investigating. I'm sure they will contact Club 24 and deal with Club 24 directly. At this point I have nothing further to comment. 
Sincerely,
[redacted] & [redacted]

Hi ThereWe have done our best to set up our agreements so that there is no confusion on cancellation policy.  The policy of 25 miles or more is actually not our policy but that of the state of Connecticut.  They require certain language be contained in all contracts prior to giving...

us a license.  If we do not follow this language precisely, we will not receive a license.  In your case we do offer a courtesy buyout fee which would save you some money on the remainder of the agreement which is certainly an option.  Please let us know if you would like to exercise that option and we can back date this to the date of first contact here so anything paid after that would go toward the early buyout fee.

You get what you pay for here. The membership is only $10.00/ mo (plus annual fees), but the hassle is just not worth it. They have periodically over-billed me, causing me to scrutinize my checking account each month for erroneous charges from them. The contact info for their corporate office is not easily accessible, so there is no chance of customer service if the complaint involves the manager or owner. The staff are not particularly friendly and are occasionally blatantly rude. When I sprained my ankle a few months ago and had to suspend my training, it was a huge ordeal. They seem not only competent, but unable to resolve my issues in a timely or reasonable manner. Just not worth it anymore.

Complaint: [redacted]
I am rejecting this response because:
I provided doctors note with the missing contract you guys claimed to not have. The agreement calls for 6 payments not 7. Again, I want everything refunded, or I will bring this to court for negligence and a class action lawsuit involving other members you scammed money out of with out them knowing. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I don't think you understand my true complaint. 
Sincerely,
[redacted]

We apologize for confusion when speaking to our billing company.  The fee was not changed at all.  This is our once yearly fee of 29 dollars which is charged each February.  Since you have cancelled we have instructed our billing company to refund this on all your accounts.  Your...

memberships have been cancelled and should see the refund hit your account within 7 days.

Complaint: [redacted]
I am rejecting this response because:
False advertising all the way around with personal training and regular membership. Tried to offer me special treatment and became angry and defensive when I rejected. Still seeking full amount or will file a class action lawsuit. 
Sincerely,
[redacted]