Fit Athletic

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this...

proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The account is under Charlene [redacted].

Review: I signed up for a guest pass at FIT Solana Beach and within two days, because of a friend that I am affiliated with, I was denied access to the club along with being accused of falsely soliciting clients to train. I have a full-time job in finance that has nothing to do with personal training, nor would I ever go to a gym to solicit personal training clients. Because of my association with a friend that had a past issue with the gym- I am not allowed to be on any of their properties nor obtain a membership from them- ever, as stated by [redacted], the clubs manager. I had emailed the general manager, [redacted] who wrote me an extremely nasty email telling me he is uncertain why I am writing and because of my requests to know why I have been banned- that I am acting inappropriately- and he further went on to tell me I have been banned from any and ALL FIT's. [redacted]- the membership manager- upon my just using my guest pass in-house at Solana FIT- gave me a terrible attitude at the front desk. I even said "hello" on my second day and was completely ignored. This gym discriminates against its members and is extremely unprofessional and the fact that they can ban someone upon the manager's dislike for another person I was affiliated with is enough alone to demonstrate their unprofessional stature in the community. I've attempted to reach out to the owner, manager who fails to return calls and just pushes my messages off to his employees.Desired Settlement: I'd like further explanation as to why I am banned from the gym for knowing someone the manager happens to have a personal vendetta against. I'd also like an apology for the mistreatment I have received.

Business

Response:

In response to Mrs. [redacted]'s claims, I am saddened to see how a situation can be perceived so wrong and manipulated into a completely false story. Mrs. [redacted] had applied to our club as a guest with her friend who had previous history with the club by being revoked for "soliciting personal training in a private business." The friend was well aware of what had happened in the past and thought he could re enter after some time had passed but was not the case. FIT Athletic stands firm with our revocation policy and re informed the former member of it and he cordially agreed. As far as Mrs. [redacted], FIT had not said she was barred from being a member or guest, but simply her friend was for the stated reasons. Mrs. [redacted] felt it worthy she take it upon herself to become victimized by the situation and start saying she was being barred for being a "personal trainer and soliciting clients." This was never once stated by FIT management or staff. Mrs. [redacted] was not accused of any such behavior and was welcomed to hopefully be one day a member of our gym. Mrs. [redacted] then took it upon herself to continue the falsified claims, by attacking the character and position of FIT personnel saying they are discriminating against her and that they didn't know how to do their jobs and that she would let the entire community know about this. She continued to verbally attack several member's of our organization and seemed to press the issue that she was being "barred for being a trainer" which again had never been stated to her by one single person of our organization at any time. At that point Mrs. [redacted]'s behavior was getting out of line and FIT saw her as being more of a liability in the club rather than a potential member. We chose to exercise our right as a private business to refuse service and asked Mrs. [redacted] to please not return to our clubs and wished her the best of luck in finding another Health Club that better suits her needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: I would like to cancel my gym membership due to misrepresentation; the gym is not honoring my cancellation. Please see email below which was sent to the manager.

Fit Carmel Mountain Ranch (North County)

12171 World Trade Dr

San Diego, CA 92128

###-###-####

April 28, 2014

Dear [redacted] and/or Management,

I am writing to inform you that I am cancelling my membership contract and have contacted [redacted] to dispute/cancel the $500.00 charge from March 31, 2014 for the annual membership fee of $500.00 due to Civil Code §1812.92.

26.Civil Code §1812.92.

A health studio services contract also is void and unenforceable, and may be canceled by you on this basis, if you are induced to sign the contract by any willfully false or misleading information, representation or advertising by the health club.26 For instance, if the health club knows or has reason to believe that a significant portion of the services or facilities will not be provided or available for use as promised, or if the health club misrepresents anything else that is important to you, that may entitle you to cancel the contract. If you decide to cancel on the basis of the health club's misconduct, you should give written notice of cancellation promptly after you learn of your right to cancel. The notice should describe the willfully false or misleading information.

Fit Carmel Mountain Ranch has repeatedly and willfully provided false and misleading information, including stating that the membership rates would not increase (the sign that was posted in January 2014), then stating they would increase (February 2014), providing false information about when membership rates would increase (stated April but later said not until construction), and how much they would increase by.

Also, my contact was not signed by an employee of Fit Carmel Mountain Ranch (North County).

Best Regards,

TS

RE: Attached is an emailing accepting responsibility for false information.

A letter was sent out by [redacted] on April 15, 2014 stating that they were aware of miscommunication regarding structure fees of membership. (I have a copy of this email)Desired Settlement: I would like my contract cancelled and my money refunded back to my American express card.

Business

Response:

This member by law had 5 days to cancel her membership for the date she signed it, and receive a full refund. She chose not to at that time. Now she is interested in canceling and thinks we should refund her a month later after she signed a one year contract. I can provide this contract if needed. The member chose to sign up on her own time and was in no way forced to sign anything. FIT was upfront in what the membership entailed and nothing has changed. After speaking with her on the phone, her story went from, we lied about the pricing and then when I asked her what she meant, she changed her story to, " well I felt pressured." Like I said, she even had 5 days to cancel and receive a full refund. So there was no pressure, nor did we mislead her in what the pricing is. She pre paid for the year at $500, which is a 50% discount. Nothing has changed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When speaking with the company I did not change my story. They told us different stories which led me to believe one thing and then I realized after the 5 day cancellation period had ended, that they in fact were not truthful. Please see email which states they admitted to miscommunication about rates. Fit Athletic is not working with me to try to resolve this matter.

Regards,

Business

Response:

Fit Athletic Club did not mislead this client in any way. She knew the price was $500 paid in full for the year or her monthly dues would change 30 days after our renovation was done to $69/month. We clearly explained this to everyone and sent emails regarding this matter explaining it as well.

Their extremely rude and unprofessional staff members made my experience really distasteful here. Also the hygiene is lacking severely at this club, as nobody seems to wipe down anything after their use. The changing rooms are kind of nasty and smelly, too. [redacted] at the reception was extremely rude and unwilling to help. She snapped at me and used insulting language with me when I asked for the assistance of their manager after her refusal to help me. Also, she told me that there is no manager and refused to give me her/his name. I used to be a member of Frogs which was bought out by Fit. In order to have me back again as their client, they offered a 1-week pass so that I could try the new club. However, what a hassle trying to get in has been. Each time, I have been asked to fill the form which I already filled the first time I checked in. And then today, I was told by [redacted], the rude staff member, they do not have me in their guest list, even though my pass did not expire yet. And she was giving me all kinds of attitude, suggesting that I was lying. I have never been insulted like this at any gym. They need to train their staff better in customer service. You cannot treat people this nasty and rude while trying to earn their business. There was also another girl who checked me in before, who I tried to explain the situation and their mistake. She flat out lied and denied ever checking me in before. Outrageously unprofessional conduct!!! Afterwards, I contacted the club manager, [redacted] hoping he would extend an apology. Instead he deviated the issue from their lacking poor service to my not complying with their security procedures, which was a flat lie, as I have complied with them. He was brash, accusatory or unapologetic, on top of lying. The worst customer service ever!!! A manager of any place should have more professionalism, and be apologetic about their staff's poor customer service or performance instead of trying to cover up for them by lying and further insulting their clients. If they can act like this while trying to earn your business back, I cannot imagine how bad it would be once you sign a membership contract with them. I also happened to see a lot of complaints about them on Yelp, both about their staff and manager's unprofessional conduct, and their grey practices with membership contracts.

Review: They canceled my membership because I wrote a review on [redacted].

My review was constructive criticism. They rarely fix anything. It's dirty and some times unsafe.

Once there were dead mouse traps in the locker room. How gross is that?

I would stay as far away from this gym as possible.

BTW--they "reward" people for positive [redacted] reviews. So I'd highly question any positive info you read here.

[redacted] Review:

1/6/2014 Previous review

Fit has fallen off a bit again. The towel service is nice, but the dirty gross stained towels are not. The last time I was there I had to take 8 towels off the stack before I found one that was not stained.

There are still some machines with broken padding on them, they have fixed them in the past, but it needs to be done again.

It's also bad when they open the doors when it's 40-50 degrees outside. There is an icy cold wind that blows right through the gym. It can cause injuries if someone is warm/sweaty/increased body temp, and all the sudden gets blasted by a ice cold wind. I have seen it happen. When I asked them about it, they blame the members...well the members won't prop open the doors if you tell them not to (or put a sign on the door--and remove the ability to prop open the door). Last time it was one of the employees that propped open the door. Someone asked to close it and they said "no".

They also charge an annual "fee" for up keep or maintenance or whatever. If you are going to charge me, FIX STUFF and get new towels

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3/11/2013 Previous review

The gym has gotten better and they have fixed most of the things that had been broken/worn. I haven't been there a lot lately due to work travel, but it's seemingly getting better. Right now I'd have to say the gym is ok, could always be better but right now it's ok.

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7/26/2012 Previous review

Why don't they ever fix anything? There is a treadmill that's been broken for 2 months (just put an out of order sign on it yesterday). None of the audio plug ins on the bikes work. None of the ripped pads ever get replaced (on one cable machine, it has been ripped for 6+ months). Nice Maintenance.

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10/8/2011 Previous review

if there was a zero star I would have given it that. I have been a member here for 3 years.

DO NOT JOIN HERE

they NEVER fix the equipment as needed

1--every one of the upright bikes has something wrong with it, whether it skips and freewheels ( which will cause injury), or the plug in for the audio on the tv's don't work

2--assisted dip/pull up machine. seriously athletic tape for grips? I washed my hands three times today and I still have sticky black crap on them. it's a $10 grip. one of them has had tape on it for probably 6 months and the other for over a month. totally unacceptable.

3--the leg press you finally put outside as it's been "out of service" for probably 8-10 months.

4--ripped pads on various items. I have seen some it has taken 6 months to fix. again, it's about $50 per.

5--the UBE still slips, and I told them about it 7 months ago

6--and that's just the stuff on the top of my head. i'm sure I forgot a bunch of stuff.

I still tell my friends not to join because you guys never fix stuffDesired Settlement: I'd like an apology, and explanation from the CEO of the company.

Business

Response:

At this time FIT has chosen not to continue Mr. [redacted]'s membership. Mr. [redacted] has displayed inappropriate behavior towards our company and our employees.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[What he is calling "inappropriate" was helpful and useful suggestions on [redacted]. Fit Athletic is extremely poor at customer service and doesn't understand that helpful advice from their customers is useful info. It's sad that this company treats people so awfully. They "reward" people for putting up positive info on [redacted] but cancel your membership if you provide useful feedback? Everything I said was 100% true. I didn't even put bad things that I saw. They had dead mouse traps in the men's locker room. How is that at all sanitary? Or the fact that some of their gym equipment is unsafe...people can get hurt. And I have seen them get hurt (the employees did nothing to help the injured person I saw). Their response is highly inappropriate to this complaint. ]

Regards,

Business

Response:

Fit has no further comment. [redacted] membership will remain terminated.

Review: In July 2014, I cancelled the membership with this FIT Gym in San Diego as we moved. I signed a formal cancellation agreement with the company. However, they continue to debit my bank account monthly for the fees even after the agreed cancellation. I wish to have all of the fees ($120 per month) refunded immediately and no more drafts made to my bank account. I have tried to obtain the refund from the merchant but they have been totally uncooperative and per my bank, the refunds have never been processed or received. Therefore, I am forced to place a stop payment on the merchant and incur an additional $25 fee from the bank to prevent future debits to my account from this merchant.Desired Settlement: Would like an immediate refund of $120 plus the $25 fee from the bank and would like no more drafts taken from account.

Business

Response:

Hi,

Review: Hey, I was a member of this gym April-July 2015. In June I notified via email that i'd like to cancel my membership and I have confirmation from the gym, that my last payment will be in July, 2015.

Despite written notification, they continue to charge my credit card $120 monthly every month since then, including December, 2015. I contacted then several times over the phone, via email asking to remove me form list of clients, but they continue to charge me.

I successfully disputed every transaction using my bank, and despite that, this club still charge me.Desired Settlement: I just want them to stop charging me for service, that I'm not using. If there is a mechanism to punch them, I think it would make sense. I have a feeling, this is normal practice for this club to charge clients hoping they won't see the charge.

Thank you

Business

Response:

Hello,

Review: Fit Athletic claims some of their personal trainers carry many certifications listed on their website. I know for a fact at least one trainer [redacted] carries no certifications listed. Please have FIT Athletic verify personal training certifications and update to proper advertising.Desired Settlement: Fit Athletic needs to give proper information to clients seeking personal training. Advertising improper certifications and falsifying information for employment is illegal.Just seeking them to correct their personal trainers credentials.

Consumer

Response:

Yes this occurred while receiving marketplace services.

Business

Response:

Hello, All information provided my Fit Athletic is 100% true and we have documentation to prove it. But thank you for caring.