Fitness World Reviews (%countItem)
Fitness World Rating
Description: Health Clubs
Address: 6351 Westminster Hwy, Richmond, British Columbia, Canada, V7C 4V4
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+1 (604) 288-4097 +1 (604) 585-3356 +1 (604) 421-2433 +1 (604) 435-0611 |
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. Reading all those reviews making wonder why any one would ever join this group ***. Here is my story: a sales person from Steve Nash came to my restaurant and offered me a deal which is if I advertise their business in my restaurant by putting one of their boxes on my front counter for my customers to enter their names and other information into the box as potential member for Steve Nash, then my wife and I will get free membership for as long as we keep the box in the restaurant. It seemed like a fair deal and I accepted the offer and every week I provided all the information provided by my customers to Steve Nash staff member at the Kingsway Street Location near Royal Oak. I kept my end of the bargain for good 8 month, but Steve Nash kept charging my wife's *** the monthly fee and every time we went to Steve Nash to bring it to their attention that our *** is still being charged, we were promised that it will be fixed immediately. Of course they were all bunch of liars and now we are told forget the deal and we were just lying to you and we will continue charging you every month and you can't even cancel your membership until January 2019. As a business man myself, I find it disgusting how Steve Nash is conducting business by lying. The funny thing is their membership manager (Dustin) asked me to prove their lies by producing a written offer from them and when I told him 2 of his own staff are standing their and willing to testify to him about what happened and the deal offered to me by they agent, he simply said well that won't make any difference to him.
This is my first respond to Steve Nash's lies and I won't stop here. I am going to put this review on *** and every other website. I am also going to contact *** card to stop payments and refund all the last 8 month payment. If this doesn't work to bring Steve Nash to it is senses, then I will file a small claim court against Steve Nash, so they know there are people who will stand up to them and their lies.
Thank you for your review and sorry for any confusion or frustrations. A representative from our Member Experience Team will be reaching out to you shortly.
Attempted to freeze account, account was never frozen, attempted to cancel account via telephone, was lied to and told that would happen despite it being something that they do not do on policy. After trying to communicate my issue to them and resolve it not involving the Revdex.com, was met with hostility and told I would receive only the money that they owed me for failure to freeze, as their employee violating their policies was not of their concern.
Initial Business Response /(1000, 5, 2018/08/08) */
Dear***
Re: Case #***
Thank you for your email of August 6th, 2018.
We have recently received a cancellation from this member and have terminated his membership immediately and waived the thirty days notice required. This means he will not be billed for August 10th and 24th as outlined on his agreement.
The member had requested to freeze his membership for two months on January 3rd, 2018 due to relocation. This information had not been submitted to our office for processing and he was billed in error. We have apologized for this and have processed a refund for the two months he was overcharged on August 7th, 2018.
In regards to a cancellation the member had been provided with the email address in March, 2018. Unfortunately the member had spelled the address incorrectly [email protected] instead of [email protected]. As he would have received a bounce back explaining that his email was undeliverable as no such email address existed, there would be no further refund provided to the member.
Should you require further information, please do not hesitate to contact us, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS BC LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 12, 2018/08/30) */
Find Attached
I reject the buisiness' response. I sent a followup email after receiving my bounce back email, however their lack of having my email registered caused them to not cancel my account. They failed to freeze, failed to follow written policy (told me I could cancel via phone when I could not) and failed to cancel my membership. I have not used their facility since january 2018 as I was first under the impression my account had been frozen, and secondly under the impression my account had been cancelled. I would like a full refund from the time my account should have been frozen, and a full refund from when my account was to have been cancelled. I have not used their facilities, a failure to follow policy on their behalf and a failure to have my email registered should not cost me 200$.
Final Business Response /(4000, 21, 2018/10/17) */
Dear***
Re: Case # ***: ***
Thank you for your email of October 17, 2018.
We are sorry if there was any misunderstandings, however we do not accept cancellations by telephone as there is no way to prove whether this request took place or not.
As per the terms of the membership agreement that this member has signed, it states "...You must give notice of cancellation by a method that will allow you to prove that you gave notice, including registered mail, fax, email, or personal delivery..."
Although we are unable to offer any further refund, as a customer service gesture we would like to provide 3 months of free access. This access has been set up on his membership and he can scan in as he previously did until January 17, 2019.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Final Consumer Response /(4200, 23, 2018/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their violation of company policy and failure to cancel my account should not be coming out of my pocket. 3 months free pass is worthless to me. I have no intent of stepping foot inside of a steve nash fitness ever again. Their "customer service" seems more like customer disservice.
I have been receiving phone calls from Steve Nash head office regarding another person. They have been advised several times that I am NOT person in question but they decided to continue harassing me over the phone on daily basis. I found out that they have searched their client database and cross referenced same family name. After that they pulled my record instead record of the person in question and decided to call me on daily basis. I have pointed out that they are talking to the wrong person and trued to bing up the issue with the management to no avail.
Initial Business Response /(1000, 5, 2018/07/11) */
Dear ***,
Re: Case # ***
Thank you for your email of July 11, 2018.
We apologize for any frustrations or inconvenience that have been caused for our member.
If we can have more details emailed to us at ***@snclubs.com, such as the phone number we're calling and the name of the member we are calling for, we would be happy to look into this further.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I was signed up to use the gym, was not given a contract but was told to sign. I asked what was on the computer but the employee was having some difficulties and said it's not important and he can email me later. I signed an electronic signature. I was not told of any cancellation fee of rwmaining balance nor that I was locked in for a year. I tried cancelling the membership, I never used the service even once. I never received said "contract". I spoke 2 supervisors and they said they can email me the contract. Regardless, if I never received it in the first place how would I know I was unable to cancel. I never once returned back to said facility and I would like a refund on the services. I was refused both refund and cancellation and was told to pay the years remaining balance which adds upto $500+.
Dear ***,
Re: Case ***
Thank you for your email of July 5, 2018.
Our records show that this member signed up for a membership with us on April 5, 2018. The agreement that was signed by him was for a committed term for 24 biweekly payments, with an obligation date of April 18, 2019.
All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad.
Under the Business Practices and Consumer Protection Act, all members have 10 days from the date of signing to read over the term of the agreement and try out our facilities. The membership can be cancelled with a full refund within these 10 days, but after the 10 day period the member is responsible for the full term of the contract.
After the minimum term the membership can be terminated by the member with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she DID NOT accept the response from the business.)
If the cancellation was explained to me at the time I would have not signed a 24 bi-weekly contract. The information in the contract was not related to me and the contract was not provided so I was unaware of said commitment. I will not accept this and have submitted rental tenancy forms stating I have moved and there are no Steve Nash in the vicinity. I would like my account cancelled and will not be providing payment as the current charge is well over 4 Months of membership and I have already paid for the first 2 before I have moved.
***
Dear ***,
Re: Case #***: ***
Thank you for your email of July 13, 2018.
We have recently received proof of this consumer's relocation and have terminated his membership as per his request.
Although there were payments owing from prior to his request for cancellation, as a customer service gesture we have cleared all remaining balances owing.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that my membership has been terminated and I have no remaining balances with Steve Nash Fitness World. They should really offer a more flexible cancellation policy as this is quite troublesome and took far too long to resolve.
I signed a contract with Steve Nash Victoria Fitness World on May 30, 2018 in order to continue my workouts following the bankruptcy of my former gym, VI Fitness. I informed the staff at Victoria Fitness World that I was not able to perform any weight exercises or cardio that involved my knees. (Over the past 11 months my legs have collapsed three times, without warning, resulting in extreme pain. I have been in the care of doctors at Rebalance MD since the first fall.)
As the gym equipment was new to me, the staff advised I was entitled to a one-time introduction to the equipment with a trainer free of charge. I accepted their offer. Of concern, the trainer ignored what I told her re my physical limitations due to my injuries.
After two days I realized I was not physically well enough to carry through with the contract. I went to the gym and talked to the staff re cancelling my membership. They said it was no problem. All they required was a doctor's note within ten days explaining why the contract needed to be cancelled and that I would receive a refund in two weeks. I delivered the note from my orthopaedic surgeon in person on June 4, 2018, thus well within the 10-day cancellation window permitted.
To date I have not received reimbursement nor a reason for the non-repayment.
Product_Or_Service: Fitness Trainer Sessions
Initial Business Response /(1000, 12, 2018/07/11) */
Dear ***
Re: Case ***
Thank you for your email of July 6, 2018.
Our records show that this member joined with us on May 28, 2018 and we received a cancellation request dated June 5, 2018. This was within the first 10 days and the member is eligible for a refund.
We have processed the cancellation however we were unable to stop her first automatic deduction that went through on her bank account on June 1, 2018.
Prior to refunding any payments processed through a bank account, we must wait to ensure the payment is not returned as NSF. A Manager from our club did reach out to this member to see if she would prefer to provide a copy of her bank statement to expedite this process, however we were advised that she preferred to wait.
We apologize for any delays in our process, she should be receiving her refund cheque soon.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 14, 2018/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To: Members of the Revdex.com
c/o Dispute Resolution Department
Re: Case No. 1291513
I am pleased to advise that I received a cheque by mail from the Steve Nash Fitness World and Sports Club in the amount of my claim of $1,598.67 late last week.
Please accept my sincere thanks and appreciation for making this possible and bringing my claim to fruition.
Sincerely,
Barbara Wright
I went to the Howe st. Location to cancel my account on the 23rd of Feb and the person at the counter greeted me and asked me if I needed help, he was busy with people coming in and out of the gym. I told him I needed to cancel my account and he gave me a small sheet of paper which I filled out and paid the fees I needed to pay, after which I was told I would once again get charged for my second half of the month as it takes 30 days to cancel. Also the person lost my cancellation paperwork and never filled it either
I leave and next thing I know, im in the next month with nearly $80 unpaid on my account. I just mention I change my bank card ***. So I discussed with the gym attendant and he said call the head office. By this point I've been getting calls from Steve Nash on a daily basis ***
Now after talked to the multiple people at both the head office and the billing department I still owe $150 to Steve Nash including the annual fee which I honestly think I shouldn't pay, without a resolution.
Please help me.
Initial Business Response /(1000, 5, 2018/07/09) */
Dear ***,
Re: Case ***
Thank you for your email of June 25, 2018.
Although we have no record of a cancellation request prior to May 25, 2018, as a customer service gesture we have cleared the overdue balance on this member's account.
To confirm, this membership has been cancelled and there is no further charges.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 7, 2018/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I first signed up for a membership with Mark E, I told him that I was going to be moving away from the Vancouver area at the end of February, and that I wanted my membership to reflect that. He told me that it was no problem, and put a note in my file reflecting this. Fast forward to April, and I noticed that I had been billed for a month and a half of memberships that I was not expecting, and most certainly did not use. I called their customer support line to clear this up, and I was greeted by a extremely rude lady that told me that there was no file, and when I asked for a refund on membership that I had not used, that they had every right to bill me and they were not going to refund the money. I asked for her manager, and she told me that there was no one for me to talk to. *** I was later able to go to talk to Mark E about this, and handled the situation much better. He re-put the note into my file, and e-mailed someone in billing to get me a refund. I still have not received any word from them, or a refund. I am truly disappointed by this experience, and like the people who tried warning me about Steve Nash Fitness World, I'll never be going back.
Initial Business Response /(1000, 8, 2018/07/11) */
Dear ***,
Re: Case ***
Thank you for your email of June 22, 2018.
We have reviewed our member's concerns with the club staff he has indicated, and it seems there may have been a misunderstanding. Our staff will be reaching out to our member directly for resolution.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 17, 2018/08/02) */
I received a response from SNFW asking when I could be contacted, but never received a phone call after I responded. I would like to reopen the case so I can continue with arbitration. Thank you
***
Final Business Response /(4000, 19, 2018/08/07) */
Dear ***,
Our club location manager has called and emailed the consumer but has not heard back. They will be trying again today as they would like to close this matter.
The G.M may also be contacted at XXX-XXX-XXXX.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I cancelled my membership on june 11 2018.
When I went in to fill out the cancellation from, I was told that I was billed for the annual membership june of 2018. I said why do I have to pay for the whole year when i'm cancelling!! it just doesn't make sense paying for something that I won't use...Full YEAR..
I had someone from billing department contacting me and telling me that I HAVE to pay the annual fee because they require 30 cancellation notice!!! This absolutely doesn't make sense... I refuse to pay and he said they will send me to collection agency.. What a rip off...
We have reached out to the client directly to remedy the situation.
Thank you. On On June 12 I have requested a signed copy of my contract.
They were not able to give me a my contract. They indicated that something was messed up in their system and that they had to go through their help desk to figure out why my singed copy is missing.
on June 14 I received and email from one of staff memembers. That attched a contract that had errors and wasn't singed. Again I emailed them and requested the sign copy.. They went' quite.
Today is June 15 and I still haven't received my copy.
There seems to be some miss communications happening, we will phone directly to close this matter.
To whom it may concern,
I like to thank Revdex.com for follow up.
Yesterday June 20 2018 I received a phone call from Steve Nash office *** and they Resolved the issue. They Closed my file and waived the annual fee.
Again, Thank you so much
I used to have a membership with ***. I believe this location closed in ***, however it's been so long ago I can't remember the exact time. All members were sent letters letting us know the location had closed. Apparently, this letter also told members Fitness World was going to be assuming all memberships. I do not recall reading this and I no longer have a copy of the letter.
S. Because it was such a small amount I didn't really take any notice of the ongoing charges. I assumed it had something to do with my monthly banking charge or the insurance on my account. Then today I was looking at my bank statement for May and the $46.19 charge from SNFW FITNESS INS/A
S stood out to me. After doing a*** search I discovered this is the name of Steve Nash Fitness World I'm being charged for a membership with them. I have never even set foot into a Steve Nash Fitness World so I was totally shocked.
Without my realizing it, I have since been charged $15.74 per month (June - April) + a further $46.19 each May. This money was being directly debited out of my account and for a majority of the time was listed as*** until July of *** when it began to appear on my online statements as SNFW FITNESS INS/A
I called Steve Nash clubs and was told this is for my*** membership which Fitness World took over. So basically I've been charged $235 a year for the last 5+ years. During that time I have not ever been contacted by Steve Nash Fitness World. I have lived at the same address, with the same phone and email address, for more than 15 years so they know where to find me. Surely they must have noticed that not once in the past 5+ years have I availed myself of their services. Yet, instead of running a transparent business, they continued to cash in at my expense.
I take responsibility for not noticing these egregious charges for the past five years, however any reputable business surely should have contacted me to ask why I'm paying them monthly for nothing.
Steve Nash been trying to collect money from my*** son who's only 16. Last Nov/2017 I signed up for myself and I paid my membership. The guy who helped me out has offered to extend the membership to my son for few days try out which he said this is just a try out and there's no strings attached. This few days try out for my son was also paid up front. I didn't realize their rep also signed him up for the membership which I didn't agree. I told the guy I don't want to sign him up because we live far and I'm not so sure whether he will come to this place or not so I said to him no but he *** me to buy the try out for few days since there isn't strings attached. Next time I know, they've been sending my son invoices & calling him on phone several times and also I got phone calls from them asking for my new credit card info. They even tried to deduct money from my bank 20 times which I never authorized. Good thing my bank notified me *** and they didn't process the withdrawals. I went and signed a cancellation form to their branch sometime I believe in March/2018 and this guy named *** said everything's handled and they won't bother me no more. Today I received another call from them asking for money I owed for my son. I talked to this David from their head office & he's saying apparently I signed a contract in behalf of my son which I'm disputing I said I never agreed on this contract. I told him I can complain about their rep giving wrong info to people. I hope you can help me rectify this issue with them.
Dear ***,
Re: Case #***: ***
Thank you for your email of May 18, 2018.
Our records show that this member signed her son up, onto a month to month membership with us, on November 13, 2017. At that time she paid a down payment of $9.81, with a balance owing of $39.22 due on November 27, 2017, and biweekly dues of $20.99 starting November 17, 2017.
This membership could have been cancelled at any time with 30 days prior written notice, but nothing was received in our office until March 13, 2018. We cancelled the membership upon receiving the request, however there was an overdue balance on the account in the amount of $296.12. There has been no other payment made on this account since the initial payment of $9.81.
We have confirmed that the agreement was signed by the Mother and she is fully responsible for it.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
***
DBA STEVE NASH FITNESS CLUBS
I canceled years ago as I moved out of province, they continued to charge me and wouldn't stop. I changed my credit card, and they managed to get it somehow and continued to charge me. Now, they have sent collections - even though I've cancelled many times with them.
On April 20th, I visited the Steve Nash Fitness at ***, because I had won a draw at my local pharmacy. Upon my arrival, the SNF employees that I dealt with avoided the topic of explaining to me what I had won and instead I was pressured into paying $38.21 for a membership. I was repeatedly told by word of mouth that the deadline to cancel the Trial Period before I would be locked into a one year membership was May 3, 2018. On May 2, 2018 I called SNF *** to cancel my membership. The employee on the phone told me that I would have to come into the location in person to sign the cancellation forms, and again I was told over the phone that the last day I could cancel before being locked into a one year membership was May 3, 2018 ("tomorrow"). I told her that I would come to the location that night (May 2, 2018) to sign the cancellation forms. After ending the phone call and before arriving at SNF ***, I noticed the date on the contract that I had signed actually said May 3, 2019. I arrived at SNF ***, where an employee had all the cancellation forms ready and waiting for me. She said something to the effect of "Now lets get you your refund." I pointed out to her that the date on the contract was May 3, 2019 and asked if that was some kind of mistake. As soon as she saw that date on the contract, she stopped processing my cancellation and informed me that this was actually a one year contract and that the ten day Trial Period had ended on April 30. I tried to explain that this was a mistake and that I had been misinformed of the deadline, but to no avail. The next morning (May 3, 2018), I returned to SNF *** and asked to speak to a manager. I explained the situation to the manager and she said "We have a strict ten day cancellation period." She refused to consider my side of the story and ignored my concerns. After leaving SNF ***, the paragraph explaining the Ten Day Trial Period was finally found by me on page 2 of the contract. Also found on page 2 was the information explaining that after the ten day trial period, I could still cancel my membership by giving them 30 days written notice. At no point was this explained to me by any employee at SNF. I have now done this, and they have replied by email refusing to honour that cancellation as well. I would like to point out that no where on the contract is the date April 30th, 2018 written. I would also like to point out that on the back of the contract where is reads, "I am aware that my automated billing will start on (blank) mm/dd/yyy..." the date has not been written in the blank space however my signature appears beside the statement. Since May 3, 2018, $38.21 plus an additional $152.86 has been charged to my credit card and I'm worried that I will continue to be charged large amount of money every month for the next twelve months.
Initial Business Response /(1000, 6, 2018/05/11) */
Dear ***,
Re: Case ***
Thank you for your email of April 16, 2018.
Our records show that this member signed up for a membership with us on April 20, 2018. The agreement that was signed by her was for a committed term for 24 biweekly payments, with an obligation date of May 3, 2019.
Under the Business Practices and Consumer Protection Act, all members have 10 days from the date of signing to read over the term of the agreement and try out our facilities. The membership can be cancelled with a full refund within these 10 days, but after the 10 day period the member is responsible for the full term of the contract.
After the minimum term the membership can be terminated by the member with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 8, 2018/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "records" of Steve Nash Fitness World and Sports Club are incomplete and fail to address the issues. Issue 1 is that having been told on the phone that I had won a free 7 day trial of their facility, I went to the Steve Nash facility to claim my prize, and was subjected to unconscionable "bait and switch" and high pressure sales techniques to induce me to agree to a one year membership. Issue 2 is that the agreement I was induced to enter was explicitly represented to me to be subject to my power of cancellation up to and including May 3, 2018, which date was repeated by the Steve Nash Personnel several times. That I had only to April 30, 2018 to cancel was never mentioned, and that date does not appear in their agreement. I gave notice of my cancellation of the agreement on May 2, 2018 and again, in person at their facility, on May 3, 2018, but Steve Nash Personnel refused to provide any form upon which notice of cancellation could be written and insisted that it was too late to cancel the agreement. In addition, the contract provides for future payments by way of Pre Authorized Debits (PAD) to my credit card which the contract says I may cancel on 30 days notice. I have given that notice but neither I, nor my credit card company so far as I am aware, have received any acknowledgement of that cancellation. In short, having been pressured into foregoing the enjoyment of my free trial for a membership which I could cancel at any time up to and including May 3, 2018, Steve Nash fitness now claims I could only effectively cancel on or before April 30, 2018, and has failed to acknowledge that they are not entitled to charge any further payments to my credit card. In addition, on my copy of the agreement the start date for automated billing has not been filled out.
Final Business Response /(4000, 10, 2018/05/29) */
Dear ***,
Re: Case ***
Thank you for your email of May 17, 2018.
Regardless of whether our member had gone into the club to redeem a free 7 day pass, she chose to sign an agreement for a membership on a one year committed term.
All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad. Again, she did have 10 days in which to try the facilities and cancel for a full refund. As she joined on April 20, 2018, this 10 days ended on April 30, 2018.
As per our member's request, we have removed her pre-authorized debits from her account, however the membership will remain active and the dues are still payable by her.
We do apologize that the billing start date did not populate on our "New Member Checklist", however the legal agreement does indicate that recurring charges started May 4, 2018. Notes on her account do state that she received a free month so her first 2 biweekly payments have been waived.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Final Consumer Response /(4200, 12, 2018/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has not proposed a resolution, they have re-asserted their claim while making no acknowledgement of the particulars of my complaint on the basis of which I say that there is no contract between us and that I have been made the victim of abusive and unconscionable trade practices. Their representative plainly and repeatedly told me that I had until May 3 to cancel the contract. By the position they have taken they have made their representative out to be a liar. I want to make this very plain: I cannot afford a year's membership. I never had any intention of taking out a year's membership. I made no use whatsoever of the 7 and or 10 days "free trial" they promised me and have made no use whatsoever of any of their facilities at all. I attended at their facility to cancel the agreement within the time their representative promised me. They refused to accept that cancellation when to have have accepted it would have cost them nothing at all. Now they claim that I owe them a years worth of fees that I cannot afford to pay *** That is not an offer of a resolution. A resolution would be to accept my cancellation and offer a pledge to improve the training of their staff.
Gym's ventilation system is broken, but the gym refuses to fix it. The poor air circulation mixed with the humidity from the neigbhouring swiming pool makes the gym a health hazard to work out.
Dear ***,
Re: Case #***
Thank you for your email of April 30, 2018.
We appreciate the feedback and can assure our member that our Maintenance Team is doing everything to the best of their ability to address any issues with the ventilation at our club.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Several Complaints.
The Cambie location found me in the mall and offered me a 7day trail. ***, she said my school had a student discount and I should come see her. She also asked if I had any friends and I invited my friend ***.
We did a tour of the facility and immediately after we were brought into a room, they closed the door and started explaining how they work. They showed us pricing and then I was informed that my school didn't qualify for a discount. The manager was then called in and explained if I used my friend's credit card, I could be classified as a family plan. I asked about cancelations then because I didn't feel comfortable being pressured to use someone else's card and Lorinder advised I only needed to provide 30 days notice to cancel. We weren't given any contracts to read and things weren't explained well. My friend really wanted this so we both signed up and they scheduled our personal training date. We later found out they scheduled us after the 15 day cancelation period and that I was locked into a year long contract.
***. I went to the gym to cancel and the front desk clerk said absolutely and started the cancelation process.
A week later I get a call saying I'm not allowed to cancel because I signed onto a year contract. I tell her what I was told by their recruiter Lorinder and I start explaining all the hoops I've had to jump through. I'm not even given a proper apology. "I'm sorry but you'll have to pay". And here I am now, reporting this to the Revdex.com
Dear ***,
Re: Case #***
Thank you for your email of April 16, 2018.
Our records show that this member signed up for a membership with us on January 31, 2018. The agreement that was signed by him was for a committed term for 24 biweekly payments, with an obligation date of February 13, 2019.
All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad.
Under the Business Practices and Consumer Protection Act, all members have 10 days from the date of signing to read over the term of the agreement and try out our facilities. The membership can be cancelled with a full refund within these 10 days, but after the 10 day period the member is responsible for the full term of the contract.
After the minimum term the membership can be terminated by the member with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did sign up for a year long membership after a quick and not thorough tour of the premises. I was pressured into this by Lorinder who kept using my vulnerabilities against me and preaching about value.
This is correct that I signed everything electronically but the actual written contract was not presented to be previous to signing. It was verbally dictated (incorrectly I might add) and then emailed to me after the fact.
We were never told about the 10 days rule that we could cancel early on. This was NEVER mentioned. Instead when our personal trainer called to schedule our session, we scheduled after that 10 days, trapping us.
I was never told it needed to be written notice. During our registation we were advised that we only needed to provide 30 days notice, no method was stated.
***
Dear ***,
Re: Case #***
Thank you for your email of May 11, 2018.
Upon receiving the emailed copy of the membership agreement, it is the member's responsibility to read it over. All policies and agreement terms are within the agreement, including how and when she could cancel.
The ability to terminate a contract within the first 10 days is under the laws of the Business Practices and Consumer Protection Act of BC in which our agreements fall under. As there was no cancellation received within that time this membership is non-cancellable until the end of the committed term.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Signing the contract they tell you that you need to give 30 days notice to leave the gym and you initially pay for the last 30 days up front.
When you actually go to cancel they tell you that it will take 30 days to process the cancellation and then the 30 days after that count.
They charge you for an extra month when you are leaving.
Initial Business Response /(1000, 7, 2018/04/17) */
Dear ***,
Re: Case ***
Thank you for your email of ***.
When a member prepays their last month's dues at the time of signing on a month to month membership, this payment does apply to their 30 days cancellation notice.
Our records show that we have received a cancellation request from this member on *** the last month's dues have been applied to their next 2 payments due on *** and they will have access to our club until *** with no further charges.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Gave cancellation notice at location in person after losing my home and all belongings in roof collapse and subsequent asbestos contamination and moving out of city. Was at location *** filled out what I thought was cancellation form which there is apparently no copy yet they have records I was there that day. Continued to charge a credit card I did not ever use and thus never thought to check if balance was increasing, did not contact me until credit card was no longer active and they did not receive payment. Still trying to charge me and were difficult about trying to cancel and how to contact anyone.
Initial Business Response /(1000, 8, 2018/04/17) */
Dear ***
Re: Case ***
Thank you for your email of ***.
We are sorry to hear of our member's unfortunate circumstances.
We have reviewed his account and do not have record of receiving a previous cancellation request from this member.
We did receive an email from him on *** and have processed his cancellation, unfortunately we are unable to backdate without verification of a previous request.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I no longer wish to attend this gym. ***!
I let the company know, and provided information regarding an exercise and diet research program my doctor had enrolled me in because of pre-diabetes diagnosis which is ran through the Y, the gym said this was not good enough to suspend my membership, which was annoying at best. I then suffered a very bad fall resulting in a severe concussion, a very bad 1.5" cut above my eye and re-injuring a chronic hip and shoulder injury. I provided the gym with a doctors note. They are refusing to release me from my contract. I do not know when I will be fully capable of attending. And with this attitude from them I have absolutely no desire to attend this facility again!
They call almost every day, sometimes twice a day. They are usually very intimidating, very condescending and harassing. This matter has been ongoing since early February and has to stop!***.
My resolution is for them to call it quits! Cancel my membership as of end of January (my fall happened at the end of January). If I owe any monies to that point I will pay, but will not pay them a cent more!
Account_Number:
Dear***,
Re: Case #***: ***
Thank you for your email of March 22, 2018.
Our records show that this member signed up for membership with us on September 23, 2017. At that time she signed an agreement for a committed term of 24 biweekly billings, which was non-cancellable until after the obligation date of October 6, 2018.
Under the Business Practices and Consumer Protection Act of BC there is a clause allowing cancellation of a committed term membership if there is a material change of the consumer. In this circumstance, if our member is unable to use our facilities due to a medical condition, she can terminate her membership by providing our office with a valid Doctor's note.
We did receive a cancellation request from our member on February 12, 2018, however the documents she provided as proof were deemed invalid. The information she provided did not confirm that she was medically unfit to use our facilities, they only confirmed that she was taking part in a voluntary study on pre-diabetes.
According to notes on our member's file, she was notified that we require a Doctor's note via voice mail on February 16, 2018, as well us during a telephone call with our billing department on February 18, 2018. To date we have no record of receiving a valid Doctor's note and all dues are payable until this has been received and accepted by us.
To terminate the membership at this time, we do require a valid Doctor's note to be submitted for review. This can be emailed to us at ***. In the meantime we will place a cancellation date on the membership for the end of the term, effective October 6, 2018.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided the gym with a doctors note regarding my accident, photos of my eye were submitted on March 22.18. I don't know why the 'head office' has not received it.
I do not agree with them that the first documentation regarding my doctor enrolling me in a UBC research program which includes a monitored diet and exercise program thru the 'Y', for my recent pre-diabetes diagnosis is an invalid reason to not release me from my membership.
From an additional stand-point, their obstinance on this matter does not endear me to their business, never will I be able to endorse them, nor be able to speak highly of them. Customer service and satisfaction is a key point, I would have thought that accommodating requests like mine in a friendly, understanding manner they would be leaving the door open to me returning at some point. Now I am only left with a bad impression of their business which I will speak with friends and acquaintances about and have done so far. Neither my husband, daughter, her friend, and 2 of my husband's employees will renew their membership in support of me - look what they lost! Just think how it would have been received if I could have said how accommodating and understanding the gym was......
I can only conclude from Steve Nash gym's words and actions that their 'position' and money is more important than good customer relations.
***
Dear***,
Re: Case #***: ***
Thank you for your email of March 26, 2018.
Our records show that we received a valid Doctor's note on March 23, 2016 and immediately terminated the membership.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
***
Steve Nash are still harassing me with phone calls and will not speak to me unless I go thru' a list of demeaning 'verification' steps which I will not participate in. My daughter had dropped the doctor's note off at the local gym, they said fine just pay 2 months and the matter will be closed, she did not tell us this for about 2 weeks because of her work schedule (***). My husband went to the gym to pay the 2 months - approx $50 - and he was told the matter is settled, my membership was closed. I just received another phone call from their head office. Please help close this matter, I have no interest in speaking with them directly, only thru 'your' service.
Thank you
I initially received an SMS from Steve Nash fitness to sign up for the exact same amount that I paid for my last membership. I called the richmond location and spoke with kjasonwho set me up. We agreed on the terms and he made me sit with to administrative workers to fill out the paperwork etc. I immediately realized that they were inexperienced and didn't understand the system well. I made sure that they filled everything g out correctly by letting them know about the deal. A couple months down the road I was checking my credit card bill and realized that they were double charging me. I called immediate to talk to Jason. I was told that Jason is now working at the other Richmond location. The lady on the phone gave me the headquarters number to deal with somebody there. I emailed and tried to resolve the issue with HQ but they were not helpful at all and told me to talk to Jason. I attempted calling Jason several times until a few month later I finally got him on the phone. He was aware of the situation and said that he realized that my account was double charged since they accidentally created two accounts. Jason promised me to fix this and reimburse me for it. I was also double charged the maintenance fee. Now it has been another 3 months and I still haven't heard back from anybody from Steve Nash. I am extremely frustrated since everybody is giving me the run around since September 2017. I have been nothing but patient but this has to be resolved as soon as possible. Please let me know what details you will need in regards the amounts and I will be more than happy to provide you with all the figures.
Dear ***,
Re: Case #***: ***
Thank you for your email of March 19, 2018.
Our records show that this member signed up for a membership with us on June 12, 2017, under our "Former Member" promotion which was to be the same rate as his previous membership.
His previous membership dues were $39 plus tax charged on a monthly basis. As we now charge on a biweekly basis, his dues should have been adjusted accordingly, however we can see that he was being charged $39/biweekly in error from June 16, 2017 until September 22, 2017.
On October 5, 2017 a dues credit for the overcharges was applied to his membership account and an adjustment was made to correct his dues amount to $19.50/biweekly plus tax starting effective October 6, 2017.
We received a cancel request for this membership on October 7, 2017 and there has been no further charges.
At this time there is still a credit on his account, in the amount of $143.32, that can be refunded to our member. In order to finalize this refund we will require his full Visa card information, for privacy reasons we can only see the last 4 digits of his account details.
We would like to apologize to our member for the original error on his membership, as well as the fact there seems have been a lack of communication in regards to the correction of this error.
To provide credit card details, or if he would be interested in rejoining, please have him call our Member Services Team at ***.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, thank you for your response. I do get different numbers. I was charged following charges:
June 29 - $38.90
June 30 - $40.95
July 14 - $40.95
July 28 - 40.95
Aug 11 - $40.95
Aug 25 - $40.95
Sep 1 - $62.99 (why is this amount so high. It was showing much less on the contract for facility maintenance. Please charge accordingly. I assume that this was charged double as well)
Sep 8 - $40.95
Sep 22 - $40.95
This all adds up to $388.54. I should have paid a maximum of $164 + the right maintenance fee (not $62.99).
Please rework your numbers and reimburse me the correct number.
Thank you
***
Find attached
***
(The consumer indicated he/she ACCEPTED the response from the business.)
accept your offer for $141.23 since I want this to be over. I will be contacting HQ to provide them with my information. Thank you.
Signed up for the Gold package several years ago which gave me access to *** Sports Club as well. Went there a few weeks ago after a long time and they told me my access does not include this club. I asked why and they said they upgraded the gym to platinum package and I would have to pay extra. I was never notified about this change nor have they ever decreased my fees after taking a service away from me. Contacted the renewals department and had no luck in restoring my access to *** which I intended to visit more often.
Initial Business Response /(1000, 5, 2018/03/16) */
Dear ***,
Re: Case #***: ***
Thank you for your email of March 15, 2018.
We have reviewed our records and this member signed up for a 1-Club "Silver" membership with us on December 29, 2008. This membership was valid at our *** club only located at ***.
Our member upgraded his membership to our "Gold" level on January 31, 2010. This level allows access to all of our Fitness World (Silver) locations, some of our Sports Club (Gold) locations plus specialty classes. Platinum clubs are not included with this package.
Although our *** location was previously a "Gold" level club, it has recently been upgraded to a "Platinum" facility. All members who didn't already have "Platinum" memberships and wanted to use that club were required to upgrade their memberships at an additional fee, unless they originally joined at the*** location.
This change took effect at *** in May 2017, signs were posted in our club, emails were sent to all members who were actively using that club, and information was posted to our web site.
Our member may cancel the upgrade on his membership at any time, we just require 30 days written notice. This may be emailed to *** as his membership is currently prepaid and processed through our renewal team. Upon cancellation of his upgrade, he will then be back on a 1-Club membership with access to our *** club only.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 7, 2018/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I signed up for the Gold package was to have the ability to attend the *** club. There was no Platinum club at the time, although I did not have access to Vancouver sports club.
If I wanted to remain on 1 club membership then I would have never upgraded so I am not sure why that is even being suggested as a solution. I wish to retain my gold membership and access to *** which was included in my gold membership from 2010-2017 and have the flexibility to go to a gym that is included in the membership I have paid for. I do not plan on going to any specialty classes so you can block that from my *** membership if you wish to return my access.
thank you
Final Consumer Response /(3000, 17, 2018/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My fees previously already included access to *** and if this is taken away, then should fees be decreased? or I can continue paying what I normally pay and you can restore my access?
Final Business Response /(4000, 19, 2018/04/26) */
Dear ***,
Re: Case #***: ***
Thank you for your email of April 18, 2018.
The fees this member currently pays is for a Gold level membership which allows access to all 17 Silver Fitness World locations, 3 Gold Sports Clubs and all specialty classes.
As our *** location is now a Platinum club it is not included in his Gold membership and he would need to upgrade for access. His fees would not be decreased unless he chose to downgrade his membership for less access.
Again, we would be happy to review his account for a preferred upgrade package option, please have our member contact our Services Team at ***.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Hi , I came from India 4 months ago as a Permanent resident and I was looking to join a fitness centre . My friend recommended me to join Steve Nash club in burnaby . I went there and told them I want to join Steve Nash , after telling me everything they told me it's done and they just need my signature on an admission form . As I thought it's just an admission form I gave my signature there and came back . Later on I discovered I didn't had time for going to gym . When I went back to cancel my membership , the guy took my money , that is , 45$ and told me it's all over . Now I am getting calls from stavenash head office daily and they are telling me that my rejection has been cancelled as I was signed into a 1 year contract with Steve Nash . When I joined , I wasn't even made aware that it was a contract and the guy didn't even ask me if I am ready for the contract or not , I thought it's just an admission form so I signed without reading it . Nor did they gave me any copy of my contract papers . Now I called head office and told them that it's ok it's my mistake that I didn't read my admission form and signed but why the guy took my 45$ and told me that it's all over , why didn't he told me that I cannot cancel as it's a contract . Moreover stevenash is forcing me to not to break the contract . When I said I want to break the contract they said I cannot do that . I can do that only in 2 circumstances :
1. I live more than 30kms away from the Steve Nash location
2. My doctor tells me that I cannot do gym .
Why are the stevenash torturing me ,? 1st of all they didn't told me about any contract , secondly they didn't give me any copy of contract papers , thirdly why can't I break my contract ? How can they force me to come to stevenash when I am not comfortable ? Now they are saying I have to pay my money till November 2018 otherwise they will send my money to collection í¸"í¸"í¸". Please help me
Initial Business Response /(1000, 5, 2018/02/15) */
Dear ***,
Re: Case ***
Thank you for your email of February 7, 2018.
This member signed up for a committed term membership with us on October 31, 2017. All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad.
The commitment on this membership was for 27 biweekly payments in the amount of $18.99 plus tax, with an obligation date of November 13, 2018, plus an annual fee in the amount of $59.99 plus tax.
Our records show that we received a request for cancellation due to a medical reason, along with a valid Doctor's note, on February 12, 2018 and terminated his membership immediately.
At this time his account is overdue, for payments that were due prior to his cancellation, in the amount of $142.75. To make a payment, he can:
1) Call into our billing department at XXX-XXX-XXXX and pay with your credit card
2) Pay online at: https://app.snclubs.com/account/payment with your credit card
3) Head into any one of our locations and pay at the front desk
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS