Fitness World

I had purchased personal training sessions from Steve Nash Fitness World & Sports Club to start on March 2020. I was charged an initial $1500 as down payment on March 1st 2020 and was scheduled to pay the remaining as twelve split payments every week adding to a total of $4536.00. I was charged a total of $2006.00 between March 1st and March 17th. Due to concerns of Covid-19, I did not use the personal training service that I had purchased. Steve Nash Fitness World & Sports Club made the decision to close all their facilities from March 17,2020 to March 31, 2020 due to Covid-19. As a result I was unable to use the purchased personal training sessions. On March 24, 2020 the facility fired all the staff including my personal trainer. I have tried phoning Steve Nash corporate and Steve Nash member services for updates and refund, however there was no response or follow up phone calls even after leaving a detailed voicemail. On April 1, 2020 I sent an email requesting refund for personal training sessions and cancellation of membership, however there has been no response to date other than an automatic reply stating that someone will get back to me soon. As per cancellation policy of the facility, the member should receive a refund within 15 days of cancellation and this has not happened as the cancellation request was sent on April 1, 2020

I had a gym membership with SN clubs and they closed their doors on March 17 / 2020. They then by March 26 they had terminated all there employees. By the employees accounts SN clubs have filed bankruptcy. On March 16, 2020 my $44.10 gym payment was taken out of my bank account.

My March bill was $97 instead of the usual $44. I have tried to contact them 3 times since approx March 10 (twice for covid related and once for billing) and have received no response.

I purchased a personal training package from Steve Nash in December of last year. Steve Nash has very quietly closed indefinitely and filed for bankruptcy. I've tried to contact staff with no avail. I believe they haven't told their customers that they've permanently closed because they want to get away with not paying money owed. I still have at least 10 personal training sessions with them. They cost $113 each + tax which comes to $1,265.60.

Hello, The following is the email I sent to Steve Nash. I would like refund. Please help me as they do not respond.

Michelle

---------- Forwarded message ---------
From: ***
Date: Mon., Mar. 30, 2020, 8:11 p.m.
Subject: Gym membership refund requested
To: [email protected]

Hello, My name is Michelle Hong. I would like you to refund me by April 3rd, Friday.

Let me explain my frustrating story. I registered my membership with Steve Nash gym in Coquitlam location on March 16 with a payment of total $349.75. Breakdown is $229.95 for 4 sessions of personal training plus $119.80 for registration fee, last month fee and 2 weeks membership fee. Unfortunately the next day, March 17, I found the gym closed due to COVID 19 and more surprisingly, CTV News broadcast on March 25 that Steve Nash Gym permanently closes all gyms. I have not even had an opportunity to begin the service there.

Now that it becomes clear that I am no longer able to access your service, please refund me by April 3, 2020. Attached is the proof of my payment.

I can be reached at *** should you need any questions for me in this regard.

Thank you
Michelle

The company has terminated business operations. I paid up front for 16 months of gym membership on Feb. 1 2020.

I am a senior on a fixed income. Have a lower back injury & was told to exercise by my doctor & physiotherapist. I have been a member of Steve Nash Fitness World & Sports Club for approximately 12 years.To help me with my back issue I bought for a specific personal trainer a package of sessions for $3,099.60.I have not been able to use any of these sessions as SN has terminated all of it's staff & is closed indefinitely due to the Covid-19. I cannot speak to anyone as all mailboxes are full.
Steve Nash has sold me something & can't deliver on it. Given my circumstances I would like a complete refund.

I recently signed up for the 7day free pass to try the Zumba class @ SNFW on kingsway.
At my first visit on Jan28 around 7pm, I am forward to the Sales Manager Dylan G.
He inquires on whether I wanted be a member, My reply “I am not sure yet”
He refused to let me try the gym stating “this isn’t a charity organization, this is a business and if you aren’t becoming a member, you must leave or pay otherwise you are trespassing”. And, claiming the gym belongs to him, he is required to follow the procedure.
.
***. *** .
On this day I am pressured, intimidated, ***, *** to become a member for trying the 7day free pass. I had and walked away with a horrible experience. I don’t suggest using the free pass to try the gym to avoid having similar experience as myself.

I purchased a gym membership and cancelled within 10 days. I was advised a refund check would be sent in 10 business days and it has been a MONTH.

I've called Steve Nash on 4 occasions and was told by Avery (surrey), that he would be contacting Corporate on my behalf. I followed up with him the following day and he said that he was not able to get through.

I have contacted the corporate office myself, left multiple messages and no one has returned my call.

For 2 years, well beyond the original time frame of my contract with Steve Nash, I have been making payments on time, no issue. I never used the facilities much in the first place and in the last year maybe used the gym 3 times. So when a billing issue occurred due to my debit card expiring it was not made apparent to me. I do not understand why I did not receive something in writing in the mail, or a message left on my voicemail as an attempt to contact and notify me of any issues. Instead, what did happen, was Steve Nash spam calling my phone, with an unknown number appearing. No voicemail, no nothing. When I would answer there would be no one on the end of the line and the call would hang up on me. The only reason I found out about this issue was because I called back to see what this number was. I do not understand how a system error and lack of communication on their end should be my financial responsibility? The agent who I initially spoke with was quite hostile with me. When I explained the issue with the calls to her she kept saying, well I'm talking to you now. Incredibly rude, so I hung up to wait to speak to someone else. This agent also told me that this automated system will call out to numbers even if there is no agent on the line, she said they have been having ongoing issues and complaints about this from other clients. Then when I eventually got through to the supervisor, he kept trying to put it back on me saying it was my fault I wasn't monitoring my finances for a $20 biweekly payment, and continued to make excuses (they are busy) for the automated call out system where no agent is on the other end of the line. I questioned the supervisor as to why I was being charged when they had cancelled my membership, he said that my membership was cancelled because there was no payment, however he later admitted this only occurred in December. So after the first month of payments not going through, they continued to charge me for several months afterwards instead of appropriately trying to reach out to me. I called in from my work phone instead of my cell when talking to the supervisor and he kept questioning the number I was calling from, more than once, as though he wanted to say if my number had changed that its my fault. I am absolutely shocked that this is how this business is ran, and upon coming to this site I see that I am not the only one who is having issues with Steve Nash. They need a better system in dealing with these issues and that responsibility should not be falling to the customer.

My father was at the end of his life and being cared for in a hospice near the Steve Nash Fitness World. I was going to be spending nearly every day at the hospice for as long as he remained alive which was expected to be measured in weeks. I wanted to be able to exercise during this time and approached the Steve Nash Fitness World for pre-paid access to their facilities for single month. In speaking with the manager there, he said it was complicated, but managed to set up an approximately 60 dollar prepaid membership for me which met my needs. If not renewed I was explicitly told the membership would lapse and there would be no need to cancel the membership. This was explicit from the manager.
I paid the amount and used the facility for approximately 2 weeks. My father passed away and I did not use the facilities after that. I expected the prepaid membership to lapse as was explicit. Many months later I received a letter in the mail from a collections agency demanding 244 dollars owed to Steve Nash Fitness World and threatening report to the "relevant credit bureaus".
I received no notice of these charges and no warning of transfer to a collections agency.
I called the facility and was able to speak to the same manager who did my prepaid membership. He pulled up my account and noted there was an error as I had prepaid. He asked me to send him a scan of the letter and said he would follow up with the headquarters. I asked him to please CC me on the correspondence and keep me in the loop of developments. He promised to do so.
A month passed and I heard nothing. I returned in person to the facility and spoke to the same manager. I notified him of the situation, he recalled my membership and the circumstances surrounding my father. He again opened my account and said I should not worry and he would clear it up with the headquarters. I again asked him to email me with all correspondence. It now marks 2 more months in which I have received nothing. The credit agency has called my house 3 times.

I requested a cancellation of my membership, to which I received an email saying that my last payment would be taken on the 15th of November & I would continue to have access to the clubs until the 29th of November. I log into my online banking app and I saw a pending charge on my card for $43.56 dated the 29th of November. Needless to say, I was shocked and angry that they are continuing to take payments from me despite the email that I have received from them. Emails and phone calls have gone unanswered.

I sent an email to Steve Nash Fitness World on Aug. 10th requesting that my membership be cancelled, as I had relocated.
However, monthly billing continued until November.
I have just tried again to contact them, so we will see what happens.
They should be refunding me for four monthly membership fees -- Aug, Sept., Oct. and Nov. 2019.

Sauna and steam room are constantly closed "for repair" every weekend. Today the receptionist told me that some members even cancelled their membership because of this problem. Would be good to get a clear explanation from the responsible manager.

I purchased a non-contracted gym membership so I could cancel at anytime (as I knew I may not be staying in this area). I have tried now to cancel four times. I have correspondence in writing with the gym location, I filled out a cancellation form, I have called and spoken with the general manager but they just say they will phone back and never do. In the mean time, I have been charged 4 sets of fees after I submitted my cancellation in writing (via email).

This is an appalling business practice

I was offered to return to Steve Nash for '40% off my old rate' email. When I signed back up I never received a contract going over all the charges. I noticed that I was being charged more than my previous rate. I contacted Steve Nash and they forwarded me a contracted I never saw before, when I mentioned this to them, they stopped corresponding with me.

I cancelled my Steve Nash Fitness World membership in April 2019. Understandably under the cancellation agreement, applicable payments continued to be billed within the following 30 days. I was under the impression that had happened with no issues. I was contacted via phone call and email this week (October 2019) by a third party collections company (General Credit) to resolve an outstanding balance to of $33.12 to Steve Nash. I asked the manager of Steve Nash Fitness why this balance did not get billed to my card on file and she could not give me a direct answer. I asked her why I was not called to resolve this balance before being sent to collections and she told me that once my account is closed the gym does not deal with collections, but instead outsources it to a third party.
My concern is that I was never successfully contacted by Steve Nash Fitness to resolve this outstanding balance before being sent to collections. My mailing address on my account was current- and I never received a bill. My telephone number is current- and I never received a phone call. After being contacted by General Credit, I checked my email junk box and did see an email from Steve Nash regarding this that were never seen or opened. My understanding is that contact should have been attempted by numerous means before sending to collections.

Hi,

I was compelled to join Steve Nash Fitness Club - Kitsilano location by Nayebi *** and Sameer who promised me that I don't need to sign on any contract and all my payments will be bi-weekly (pay-per use). I never signed on any contract nor never informed about the same. I started accessing the gym by doing bi-weekly payments in cash/card at the gym. To my surprise on Aug 1, 2019 they billed me for $63 informing me that it is an Annual Enhancement fee and started calling me everyday to do the payment. The other thing which I am concerned about was, even though I didn't sign on any agreement, they added a fake signature and uploaded the contract document to my account. Now Steve Nash billing team - Miguel is calling me multiple times a day for doing the payment.

NEVER EXPECTED THAT THEY WILL BE FAKING MY SIGNATURE AND INFORMATION ON THE FILE.

NOTE: The dropdown menu didn't have Burnaby branch's address so I had to select Surrey branch but it's not. It's for 4199 Lougheed Hwy, Burnaby, BC V5C 3Y6.

I had paid for 15 session personal training but I wasn't sure about it so I asked my personal trainer and he confirmed I can get a refund if I had second thought. 3 days after the purchase, I told me trainer I wanted to get a refund via text. He told me to come in on the next session and he will assist me with getting that done. So I went to see him on my next session and my personal trainer helped me with it so I thought that was that. Now, it's already been more than a month and I still haven't received my refund. When I ask my personal trainer, he says he talked to the manager and the manager keeps telling him just to wait. I sent an email to Steve Nash customer service but there's no response. What am I supposed to do?

I went into Steve Nash on tuesday to request a refund and that my membership be canceled, I spoke to a manager who told me to write an email describing my complaints so that they could process my cancelation and refund.
I sent the following email to Steve Nash on Tuesday

Hi J.P.

Thank you for listening to my complaints so patiently today.

Unfortunately I will no longer be able to remain a client at Steve Nash fitness for a few reasons.

When I signed up for my membership I made it very clear to the lady who helped me that discussing my fitness goals, diet, and workout plans was a sore spot ***, and that personal training was not an option for me for that reason. She however, asked me several personal questions and dragged a few details out of me against my requests.

I have since been called and texted several times by a variety of personal trainers who each ask me to come in for a complementary training session to help me reach my goals. My repeated response has been, "I'm not comfortable with personal training, if I ever decide to do it I will call you, please don't ask me anymore." And yet the text messages and calls have not stopped. I was not informed that personal training was a requirement at Steve Nash, and I didn't feel that coming to the gym was an option ***. I actually received another text yesterday, which I responded to by asking that a manager please call me to address these pestering messages. I was never called.

Today I experienced *** as I tried to access the gym with my broken leg and the scooter I require for mobility. The gym's elevator accessibility was not part of my tour, and I was forced to flounder around the mall for 20 minutes trying to find and use the elevator. I was taken up and down, unable to access the floor that the gym is on. I finally went to the security booth where I was told I needed to call the gym and be called up by an employee. I then had to once again visit several floors on the elevator including the parkade while I waited for the employee to call the car up to the gym. I was then informed that this sort of escort service was standard for elevator use at Steve Nash. The fact that I already have a scooter drawing attention to me and now I have to be escorted in and out of the gym by an employee ***. I am disappointed at the amount of neglect towards people with disabilities and the blatant disrespect of my personal comfort levels.

Today was the first day I have felt comfortable enough to come to the gym after suffering an injury. I was hoping that despite my previous negative experiences, I would be able to easily access the facilities in spite of my injury, unfortunately I was let down once again. For that reason I would like to request a refund for the months that I was unable to attend Steve Nash due to a physical disability as well as the months that I was unable to attend due to a feeling of insecurity and discomfort brought on *** by the personal trainers.

I sent multiple follow up emails and had no replies for three days. I finally called the head office and emailed the head manager from the Cambie location. I received an email saying they put a not on my file to stop trainers from contacting me but gave me no information about the processing of my refund and membership cancelation.