ComplaintsforStrongLife Fitness, LLC

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello: I decided to write a complain not only to get my refund but just warn other women over 50 years old. Of course, I am going to write review they deserve, on Google and Yelp. From the beginning everything was going OK, but suddenly I've got my back injured on training at Strong Life Fitness and had to stop training for a while but then re start training. In couple of month I've got the diagnosis, when had an appointment with my Doctor because of pain on the left side of grown, I have a hernia which has to be removed. I am a full time worker and the surgery is scheduled only in April. All these month Jill C*******, the owner of this business was taking money from my HSA account and then from my credit card, explaining that I can't cancel contract and have to pay at least $99 a month. I just did not want to argue with her and maybe in a future use trainings but it becomes just uncontrolled. I had to check my cards every month because she was taking money like it's hers accounts twice a month, but then refunding back. Finally, the money she owe me reached $977. I asked her to give my money back but she is saying that there is contract, which said, no money back, only training. I've been repeatedly asking her to send me contract but never saw it. Please help me to resolve this issue and get refund because I don't want to continue any business with Jill C*******. I did attach from my card's statements all payments from my card's statements to StrongLife Fitness, but from our email chain their calculations are off in their favor. Thank you for attention, ******

  Business response

  03/24/2023

  The original contract sent to this customer clearly states in the "All Sales are Final" and  that we do not do cash or credit card refunds. All unused sessions can be used at a later time, but will NOT 
  refunded for any reason.
  
  
  This "No Refund" policy would also extend to any renewal; so we would not refund Mrs ******* in cash or on her cc for unused sessions, but as stated in the contract could be banked and used at another time as long as the customer is a member of Stronglife.

  Here is a summary of the payments made to Stronglife Fitness as well as the refunds that were processed for her. This summary also includes what her payments paid for and what session credits she had remaining. Mrs. ******* was sent this summary along with all supporting documentation.
  
  
  HSA payments:
  
  The custoner paid for $327 on Sept 28 
  The customer paid $328 on Sept 30th 
  The customer paid $328 on Oct 25th 

  
  There were NO pmts in Nov
  You paid $102 on Dec 21st 
  
  
  The customer was refunded $223 on Dec 2nd 
  The customer was refunded $328 on Sept 30th
  
  Totals
  $739 paid to Stronglife
  
  $18 are fees paid to use HSA acct
  $739 less $223 in refunds equals $516 paid in total to StrongLife from the customer's HSA account
  
  
  The customer trained 10 times in Oct and Nov  (10 x 40 = $400)
  
  
  $516-$400 =$116 
  
  
  This would equal 3 sessions that we owe the customer  
  
  
  Amex payments 
  
  
  
  01/10 $99 
  02/07 $99
  
  
  The customer were refunded $99 02/14
  The customer was refunded $99 02/17
  
  
  Total $0 paid to Stronglife from the customer's Amex.
  
  
  So in total we owe the customer 3 sessions from her original contract and 3 sessions from her renewal.
  
  
  We do not owe the customer a refund.
  
  
  Utah Dept of Commerce states that as a personal training business, I have to have an expiration on all training credits unless the client is a current member.
  
  
  That was the reason for the $99 per month as a membership fee. 
  
  
  It was to allow her to use your credits at any time.
  
  
  Thank you. all supporting documentation is attached
  
  
  Jill C****** 
  
  

  
  

  Customer response

  03/29/2023

  Hi *******,

  
  

  The messages are too long can’t do screenshots but have them on my phone and along with these two I have many others as evidences for her overcharging me almost every month. 

  This message was sent to Jill on November 1st 2022, when I’ve got hernia “Hello Jill, How are you? Hope, everything is going well with you and your family.

  I am sorry to inform you, but I've been just diagnosed with inguinal hernia :(. Along with my chronic low back pain my doctor recommends me stop doing heavy work outs. I'm on list for surgery even I do not want that.  

  Let me know if I should bring you excuse from doctor to get money back. I did pay already for November and still have 8 trainings left from the past. So sorry again, ******” and she responded “Hi miss ******, I'm so sorry to hear that. We can definitely modify your workouts to do light weight or body weight exercises so that you can continue to train and keep your muscle mass strong. You do have to complete your full  contract. I can check and see where you are with that. I can put you on a medical hold which only requires a monthly minimum payment of $99 and this goes towards your contract balance. You can do this minimum for as long as you need....or you can do a contract buyout and save your credits for a later time. Let me know what you'd prefer  “ 

  *******, as you can see, she gave me two options on behalf of not existing contract. She wanted to take advantage of me even I told her it’s due to upcoming surgery and the doctor told me stop heavy training. 

  
  

  Thank you for attention and hope BBB will make right decision on my claim against this business.

  ******

*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. ↩