ComplaintsforGreatLife Golf and Fitness

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to the GreatPlay Topeka location (approx. January 28th) to attend a party and I requested to try out a subscription for a month or two. The employee said okay and gave me a form. They told me that the form was "Just to charge my card". No mention of a 12 month contract, so I took the employee's word as it was only to authorize the payment that I was about to give them for the month listed on the form. The contract lists on the first page that the contract runs through March 31st 20__. The year is left blank, so I presume it means the current year, since that is just a couple months after the signature date like we discussed. I decide in March that the location is not a good fit. There was mildew in the locker room that you can see and smell. They just had a fan blowing on the standing water on the floor? Broken machines with signs dated in February... I'm told they are still broken and it is almost July... I went to a location to request cancellation and no form was given to me, then said to call or go online. I call the office several times to request closure and no one ever called me back. After two weeks or more of not getting a reaponse, I request closure on their website on April 15th. I received a cancelation notification on April 16th stating my contract will end March 31st of 2025. I emailed back and called at least 6 times over several weeks. **** at GreatLife Corporate office never responded to me until I reported the recurring charges to my bank. He called me today June 27th to tell me that I should have read my contract and it doesn't matter that the employee told me that it was just permission to charge my card and not a 12 month contract! They lie to you, then blame you for trusting their word in order to take your money! I will not pay for services to a company that lies to customers about paperwork for access to a filthy building that could put your health at risk. Make right by your mistakes before no one trusts your brand anymore.

  Customer response

  07/08/2024

  To clarify my complaint with GreatLife Golf and Fitness (GreatPlay Topeka)... I do not want a refund of what I have already paid. I just want my contract cancelled as of May/June. My last payment was made May 16th 2024 for $74.99.
  It is unacceptable for an employee to tell you that a contract is something other than what it is to trick you into signing it, then the corporate tell you that you should have read the contract. Of course I read the document, my mistake was making assumptions based on what the employee of the facility told me that turned out to not be true. If they aren't tricking people on purpose in order to rope them into a year of payments (fraud), then they should take accountability for the actions of their staff.

  Also, my contract states that there are termination forms provided at the facilities, as termination requests must be made in writing by February 28th. I went to TWO different locations in North Topeka and neither would give me a cancellation form. The employees told me that "They don't do cancellation forms here" and that I have to call the corporate office or go to their website. I would have been able to provide written notice to cancel my contract timely, if GreatLife would have held up their end of this contract in the first place.

  Not to mention that I would not have signed the forms in the first place if they employee would not have told me it was only a form to charge my card, and not an annual contract.  

  

  Business response

  07/12/2024

  When a member signs up, it is their responsibility to read and understand the contract, and the policies and procedures therein. That said, staff may have caused some confusion by not being clear in their responses. Clearly this member was attempting to cancel their membership in time, so we are happy to offer to end this membership as of 5/31/2024 (The member revoked payment of the June membership dues, so no refund will need to be issued). The membership account in question has been expired effective 5/31/2024 and no further charges will withdraw. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The air conditioning has quit working as of Sunday July 9 and the temperature went from 72 (normal setting) on July 8 to 76 July 9, 78 July 10, and this morning July 11 it is 80. Staff seems not to be concerned at all. This affects the large and small workout areas. There are many very old people who utilize this facility and I am concerned somebody will have a medical event due to the heat. I have contacte GL corporate and they NEVER answer the phone and must leave voicemails and they have not returned my calls on this situation. There are a number of GL facilities in Topeka and this one is at 13th. and Vanburen with **** on top and GL on the bottom. Thanks.

  

  Business response

  07/21/2023

  The air conditioner at our GreatLIFE Central location was not functioning at capacity, and unfortunately this coincided with several days of very hot weather! The air conditioner has been repaired as of last week, and the temperature as of this afternoon was 71 degrees. In the future, please report questions or concerns using either our QR codes (available at all locations), by emailing us membership@greatlifegolf.com or by calling our corporate office directly 785-233-2868.

  Customer response

  07/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer response

  07/22/2023

  In response to the company saying should call the corporate number. I did that a number of times with no response and left voicemails each time requesting a return call. Also reached out on social media to a couple individuals associated with the company message them no response. Their customer service is horrible! A number of other members at the gym have said the same thing I am telling you. But yes, they finally did get the issue resolved and I’m thankful but I did not like the response like they did not know about it. Thank you

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Greetings This complaint is filed for a membership cancellation request on behalf of myself. I am currently residing in Topeka, KS and am a member of GreatLife Golf and Fitness in the Kansas area. I have been a member since July 7, 2018. Have had zero issues, complaints regarding the company. I am originally from Indianapolis and my father was forced into retirement due to his health (mini stroke in October 2021). My recent trip home on Memorial weekend, came to the sudden realization I have to move back home to take care of him until he is ready to be in a Assisted Living Communality. I asked for my work relocation request on June 6th and was approved on June 7th. My next step was to transfer / cancel all utilities and local memberships prior to the move. Greatlife has been the only snag in that transition. Attached are snapshots of what I provided the Greatlife staff and they further expressed that cancellations only are processed by end of February. I understand this for all those that continually live in Kansas. This doesn't help in my circumstance, those moving 8 hours away and having no access to any of it's facilities (or sister locations) and still charging me $48.52 ($388.16 combined total until the contract expires). I find this to be a lack of empathy of the company and a money grab based on a terms of a contract. I would have no problem if they had a facility in Indianapolis to use, but since there isn't a location anywhere near Indiana - what can they provide me to sustain a $48.52 per month charge? Looking for assistance to cancel my membership and to make a deal with GreatLife fitness to understand that this isn't monetary choice but a life event change and I am not in anyway able to utilize the membership due to sudden relocation. Final document - ****** "processed" a cancellation request without me signing anything during our discussion. We went from contract binding to contracts no longer needing a signature. Please assist.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My son, through x-rays and blood work, has recently been diagnosed with histoplasmosis (typically caused by exposure to bat poop, chicken poop, or bird poop and the spores in the poop). This diagnosis is rare enough that the blood work had to be done at the **** ******. My son how has lesions on his lung and spleen. The mere moving of the infection from his lung to his spleen shows the seriousness of this infectious disease. After his diagnosis, he informed us that the gym that he often attends 5 days a week (Great Life Western Hills) has had an issue with birds and bird poop inside the building this spring. We now know from other patrons and employees (including the WH manager) that this is/was the case. It is unacceptable to put gym patrons at risk of medical issues as the result of not maintaining a sanitary environment. Our son has already been harmed, but I'm sure others have been harmed as well. On 6/1 I left a message with the manager of GLWH. I called again on 6/2. At that point, I also left a message with the central office. On 6/3 I spoke with the WH manager (who confirmed with bird issue and noted they were still deciding what to do) who directed me to contact **** ****** ** **********. I left messages for him on 6/3, 6/4, and 6/7. I have received no response. We have also been in contact with the **** and **** as this is an infectious disease issue, and cleaning the visible bird poop is not enough to make it safe for patrons. I have two requests (1) That the business take seriously the issue and get help from the **** to make their patrons safe, and (2) Despite there being months left on his gym membership, that the membership be canceled effective immediately. My son's health, our peace of mind as parents, and the actual money we are paying for x-rays, blood work, and future fall-out from this is more of a price than we should have to pay.

  

  Business response

  07/17/2023

  We are aware of the situation with the birds at our Western Hills location. We have tried multiple solutions, from sealing all gaps/cracks in the entire building to bird spikes and owl decoys, etc. We have even received reports from members of them swooping through the door as they enter the facility. It seems that they initially found their way in and nested and now won't abandon the area because of this, but we will continue to work diligently to eradicate the birds from the facility. 

  Customer response

  07/18/2023

  In mid-June, we received information from the ******* ****** Health Department that they inspected the location and found the unsafe environment we described.  It also said Great Life had until June 30th to comply with the necessary protocols or face legal action.  We have not been told by the health department if Great Life fixed the issue in a satisfactory manner.  We assume **** will follow-up as needed.  We received an email yesterday from Great Life saying our child's membership would be canceled on July 31st.  If this is true, we view the issue between our family and GL as resolved.  If it is not true, we will resubmit a complaint.  However, our child sees an infectious disease expert this week for his histoplasmosis, so this health issue caused by the unsanitary conditions at Great Life continues. Thank you.

  Customer response

  07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ******

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the instalación by 13 st i think is central the water out side around the swiming pool is turning green all over around and the men steam room control is broken could cause electric shock to somebody try to turning on off the maintenance is poor

  

  Business response

  07/11/2023

  Thank you ****, our technicians have checked on the men's steam sauna control and did not find any electrical issues. The area around the pool is powerwashed periodically by our staff to prevent buidup of algae. Going forward, you can report any issues to the front counter staff, use the QR code for comments/concerns, email **************************** or give us a call at our corporate office number, ************.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I took my grandkids in to the ********* and talked to the lady at the front desk, stating I wanted a membership for me and my grandkids. I explained that I live with them ********************************************************************************************. I filled out paperwork and explained that it said children living with you. She said yes that is okay since you live with them during the week. I also explained that my son might bring them when i am out of town. She told me to go ahead and put him on there too. I figured he would have to pay since he is over age and that would have been fine but when he took them to the gym he was charged and so were my grandkids. I immediately called and the girl said well they put you down as a couple membership and I cant do anything about it. So I called and emailed for weeks no response and now today I get a call wanting a new accout to bill. I told them I cancelled the membership because it was for my grandkids and they were charged and told they could not use the membership. He then tells me I signed a contract and it did not matter what his employee told me that I should have read the contract. I told him to cancel immediately I was not paying another dime. I told me he could not cancel that I would have to write a letter and would still be charged until the contract ends. We have not been back and owe nothing just want contracted disputed, cancelled rejected whaterver it takes. *********************************************

  

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/11/10) */ The contract is quite clear regarding who can be included - it states that our family membership can include spouse as recognized by state law and your children up to the age of ** that still live at home or attend school full time. Unfortunately this member must not have read the contract before signing. The very first automatic payment (10/15) declined. On 11/7 I received a request to call the member (she refused to provide new/accurate payment info) and I explained our contract, policies, who can be included, etc. in detail. The member responded angrily that we lied to her (obviously it would never benefit us to lie to get her signed up and then deal with all of this aftermath - had she just read the contract we wouldn't be in this situation!), that she refused to pay regardless of being in a legal and binding contract, and eventually hung up on me. I have closed out this members membership account with us and voided her contract, the balance owed written off and future billing stopped. In this case it just isn't worth the time and effort to pursue collecting the dues we are owed. Consumer Response /* (2000, 7, 2022/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can read!! But his employee told me that since I lived with the grandkids all week, that we could buy a membership together. He needs to train his employees and answer the phone and emails promptly. Thank You!!

• Initial Complaint

  05/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******************************************************************** My son as well as ourselves have had a membership with Great Life of Topeka for several years now but no longer use it. We went into the ***** branch and was able to cancel ours but were denied being able to cancel my sons even though the payments were being drafted from our personal checking account. Our son lives out of town now and was not with us at the time we initially tried to terminate the contract. Although they refused us being able to cancel his and my son has recently gone into the business to cancel they are telling him he's past the deadline to cancel for the year. Now they are sending my husband collection notices. We've also attempted to contact the business through an email that we were given that is no longer in service. This needs to be resolved immediately or I will be reporting it to other government departments ******************************************************************************. Our son was on our membership at one time and was forced off by the gym even though he was in our care at the time.

  

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/05/16) */ Cancellation request for the complainants son has been processed effective immediately.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told my single membership would be suspended until the COVID restrictions were lifted. Unfortunately I discovered they were withdrawing the monthly amount the whole time. Approx. $****** in total. I never used their facilities during that time. I asked if they could meet me at least half way to compensate by substituting a family membership for 6 months to make up the difference. I spoke to a Josh and he would not budge. I then asked if he could cancel my membership immediately and I was told I was locked into it until Feb. 2023. I told him I really would like to resolve this before I contact the BBB, but he said go ahead "they won't/ can't do anything".

  

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/13) */ Contact Name and Title: Membership Services Contact Phone: *********** Contact Email: **************************** This member claims that she called sometime in 2020 and was told that her membership would be suspended until covid restrictions were lifted. GreatLIFE did not do exceptions for covid. No suspensions, early cancellations, etc., and we do not do ANY membership changes or cancellations by phone, at all - we require written notice. Our front counter staff that fielded calls requesting exceptions would inform members that we didn't do this, and if the member continued to dispute or claimed to have special circumstances the staff would provide my contact info at the corporate office. Additionally, this member says that she was told her membership would be suspended "until covid restrictions were lifted". Covid restrictions for fitness centers in ********** lasted less than 2 months - after that, not even a mask was required while working out. This member called wanting a free 6 month family membership, or a family membership ($*****+tax/month) at her rate - the Fitness Plus Individual ($*****+tax/month) for 6 months as compensation. I explained that we don't do credits/compensation for members simply because they haven't used the facilities. Our contract is quite clear, it runs April l-March 31 for all members, and automatically renews every April 1 unless cancellation request is submitted in writing by Feb. 28th of that year. So, when this member asked about cancellation I explained this policy. I did not say that "BBB can't/won't do anything". During the phone call, the member was mentioning filing a lawsuit, and I explained that of course if she feels the need to do so, but that it was unlikely that a case regarding a claim of a phone call on an unknown date 2 years prior would interest an attorney. I don't know if she may have mistakenly called a different company or fitness center in 2020, but we simply cannot offer months of free dues to members that say they were told their membership was suspended on a phone call. This would not make sense for a business, and would not be fair to other members that paid their dues and may not have used their memberships either.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩