Complaints for Anytime Fitness in Michigan Center, MI

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

1/8/2021

In June 2020 I called to cancel account a young lady convinced me to just freeze account for six months and no charges would be taken from my account. On 8/4/20 a charge of $19.99 was charged I called and talked to Joey he said it was an April payment. I then said to cancel my membership. On 10/1/20 another $19.99 was taken from my checking. Left two messages 10/1 & 10/5 to cancel and sent copies of all letters to cancel membership. Finally a Brandi Hall 1/3/21 sent me a cancellation form via email, I signed electronically and mailed copy of the form to Brandi at Anytime fitness. Today 1/8/21 I had another deduction of $39.99 taken from my checking. Called Anytime Fitness and got their answering machine so left message. They have my phone, email and home address in which to contact me. When they wanted my business they had no problem contacting me. Now, they say they are having problems getting me. What else can I do? Resolution Sought Refund the payments they have deducted since my initial contact to cancel membership and make sure cancellation takes place with copies of their action for my files.

Company Response

2/19/2021

Company states; Company employees made sufficient effort to speak and resolve the customers concerns on numerous attempts. Specifically, 20 attempts (email and phone) were attempted in effort to resolve and communicate with the customer. The majority of attempts resulted in a voicemail. The notes, dates and times are recorded in our software that time stamps and dates all interactions with customers (enclosed). The customer returned the cancelation form with authorization to cancel in January 2021. The account was then promptly canceled with the billing company at that time. In addition, company employees followed the terms and conditions of the membership agreement that the customer agreed to for services (enclosed). The Club Enhancement Fee is a bi-annual fee as stated and agreed to in the membership agreement upon signup. The customer was correctly charged $19.99 on both instances, only the membership dues were frozen during the time period requested by the customer. Notification was sent via email to all customers when the billing system was turned off in late March that the Club Enhancement Fee for April 1, 2020 would be rescheduled to summer 2020 due to Covid business closures. This was also explained verbally and via email by employees in the summer and again in October to the customer. In addition, the last charge was the final charge for the customer. This is covered in the membership agreement and explained at the time of signup that a 30-day notice and any invoices that fall within that time frame are to be paid to fulfill the agreement. The customer's account charges are correct per the terms and conditions in the membership agreement. The manager explained this to the customer via phone to the customer. Also, the customer fulfilled only 11 of 12 of the invoices for membership dues, the customer should have had one additional invoice in order to fulfill the terms of service. The manager as a courtesy waived the final invoice on the account. It's also important to note the same amount would have been due whether the customer canceled in the fall or in January because the account was frozen with a 30-day pending cancel charge due and the club enhancement fees.

Customer Rebuttal

2/22/2021

I have several letters sent to Anytime Fitness authorizing them to cancel membership starting in August 2020 and stating if anything else was needed to let me know. I was never sent anything else to do until January 2021. All my correspondence told them to cancel with no response. They were able to contact me when they wanted me to join but then when I wanted to leave they couldn't. I don't understand that. I have all my correspondence showing my attempts to cancel starting back in July 2020. I feel that my letters should have been enough to cancel or been sent at least the form they finally sent me in January. When they had taken the money they wanted all of a sudden I received the cancellation form with no problem so what were the issues before? They had my phone, home address and email there is no excuse for not reaching out to me when I started the whole cancellation process.

Company Final Response

6/8/2021

The customer signed up for a twelve month membership in the amount of $519.86 (12 payments for membership dues and two club enhancement fees). The customer wanted to cancel prior to fulfilling the balance on the agreement. However, the customer was not eligible to cancel until the balance was paid. Response Details • Customer did sign a contract for services (enclosed). Specifically, customer agreed to twelve payments at $39.99 and two club enhancement fees at $19.99. Customer did not fulfill the membership agreement or term. • Customer was not eligible to cancel because the customer was still in term with a balance. The balance must be fulfilled prior to being eligible to cancel. This was explained to the customer at signup and its noted in the membership agreement. Employees also tried to explain this to the customer and reach out to clarify. The manager accommodated this customer in January 2021 and did cancel the account and waive the unpaid balance as a courtesy. The manager also tried to reach the customer at that time to communicate this and a response was not received back from the voicemail.

Complaints and Resolutions

Anytime Fitness complaints