NORWALK, CALIFORNIA -- Despite being very hesitant to sign a binding membership contract for a gym exactly because of the horror stories I'd heard about Bally Total Fitness' poor customer service track record and fee controversies, Bally's was the only gym close to my house at the time, and the 3-year contract is all they were offering to new members. Since then, I have been a loyal customer to BTF for nearly the 3 years, never missing a payment in that time. This past September, I moved to a different state that has no Bally's available anywhere in my area.
I followed every step and stipulation regarding cancelling my membership once I moved, correctly and timely, I.E. Sending the required written notice plus a copy of my lease showing proof of my new residency within days of moving in. From my first phone call to them asking for the address to where I was to send all of my cancellation request information, I was given the wrong address and incorrect information about the cancellation fee pertaining to my situation, and every phone call since I have been consistently given incorrect and/or conflicting information about the cancellation process and my membership cancellation status.
Two managers have told me to expect a reimbursement, however, I received a bill in the mail instead, a month after I submitted all of my paperwork. I called and disputed the bill, not understanding why I had an outstanding balance in the first place (I was ALL PAID UP before I moved), and no one could explain it. I have made at least 5 lengthy phone calls since mid-September (they will put you on hold for 30-40 minutes, easy), and here I am, today, STILL without official on-paper confirmation that my cancellation has been settled.
Even though another manager promised to call me back to update me on the status of things, I haven't heard from anyone since October 7th. So, I called today (November 23rd), and what a surprise! They have a completely different amount due, and this time a firm NO on any form of reimbursement, again, more conflicting information, saying my cancellation had been processed incorrectly the first time around (by them), and that this time, the new amount due is correct. This has been a nightmare, especially since BTF can and will go after your credit for the smallest balance due, which I am doing everything in my power to avoid here.
I have been a responsible, loyal customer, and you wouldn't know it by the way BTF has handled my cancellation process request. I am writing this as a cautionary tale to anyone considering getting a membership at Bally's. Save yourself a world of run-around and heartache, and go with another gym, one that doesn't bully its customers into signing LONG membership contracts with mafioso fine print, then ruthlessly try to penalize them when there is an unavoidable life change that would require the contract to be dissolved. They are, in my opinion, unscrupulous and greedy, trying to nickel and dime their loyal members, and for what?
THIS IS JUST A GYM, PEOPLE!!! Lest they forget. It should be as simple as this: You don't pay? You don't get in. BTF has the WORST customer service, and has treated me like a number, not a name. I will tell all of my friends and family to NEVER walk into a Bally's, and if you get sucked into a deal with them, take heed, you have been forewarned, and God help you if you move or die within the time frame of your contract. Run, don't jog, away from Bally's.
PHILADELPHIA, PENNSYLVANIA -- Everyone, look out! I went to Bally's over the summer (June 2003) looking for a gym membership, and asked to see their price list. They said "Sure, sure - Come on in and sit down." I was led by a representative into a little room and "small-talked." I'm in sales, so I should have known right away he was trying to con me. Plus, I've seen people given a credit contract with them before. I said, "Look. All I want is the most basic membership. I DON'T want a contract, credit, or any penalties for cancelling." Verbatim. "Are you sure you have a month-to month membership now?" He said, "Absolutely! It will cost a little more per month than our credit contract, but you can cancel anytime."
Anyway, this guy assures me, (a salesperson in a moment of stupidity), that I am being signed up for a month-to-month membership. He said he needed my social security number because of the Patriot Act. I gave it to him. Bad move. I'm applying for a mortgage now (Feb 2004), and just found out that I am actually borrowing $1,500 from them for three years, and my $45 "monthly fee" is actually a loan payment! I never thought I'd be thankful for my recent injury - but my doctor's note cancels this contract. Watch out folks. These are pros.
SAN JOSE, CALIFORNIA -- I was very disappointed with Bally Total Fitness. The customer service are very rude. They are very nice when you want to open the account with them. But it's really hard for you to cancel the membership. For my suggestion, don't ever sign any contract with bally because they always go by that. Especially for a personal trainer please don't sign any paper or automatic payment. They removed your money from your account even though you did not using their service at all. You obligated to pay the balance and if you do not, they report you the creditor to collect the money and ruin your credit.
My suggestion, don't ever sign any contract with them. They really don't know how to handle a business and doesn't know how to talk to their customer. They always fight over the phone. They took my money for $966 with only one lesson and there is no way I can get my money refund unless I am permanently disabled. Even though you are sick, have a heart problem you still can't get your refund back. You need to continue the service until your heart stop breathing, I guess.
Even though the personal trainer not good and don't help you at all you still can't get your refund. You still have to take the lesson with another personal trainer. What a trick! Basically cheating their customer by giving an empty promise. ** they are bad customer service, and fight on the phone with me. They should know how to solve their customer problem to make them stay but they did not, they said something that made you unhappy. I don't like to write a review but I really not happy with their service and I want everybody should know Bally Total Fitness not a good choice and I want them to know that they have to be careful before signing the contract.
So I joined Bally's in 2004 with a 3 year contract (which is what I agreed to.) So after 2 years later I decided to add my 2 children to MY MEMBERSHIP so I thought. Again no big deal. So in 2008 my membership contract had been up for quite a while so I decided to cancel the membership altogether because I was no longer using it on a regular basis. They had sent me an add a member to my membership in the mail and wrote on that that I would like to CANCEL my membership. That was in June of 2008. I noticed a few months ago (June 2009) that I was still getting charged $20 a month on my bank account and wasn't sure why.
So that following week I called their 800 number and waited what seemed like an eternity to talk to someone. I finally talked to this girl and explained the situation. She confirmed the cancellation in June 2008 but that my children were on their own contract and that I did not cancel theirs. I told her that was ridiculous that they would be put on their own membership when they have no way of getting to the gym without me. I explained to her that the way I understood things they were being added to my own membership. Why else would I think differently right?
So she put me on hold talked to her supervisor and came back and said what she could do for me was credit me back to the beginning of 2009 (in the amount of $101). I said that would be great and I thanked her for that. She said the credit would take about 10 business days and it would go right back to my bank account. So I waited at least 14 days, checking my account regularly for this refund to be applied. That never happened so again I called to find out what was going on (another eternity waiting).
Spoke to a guy who was very nice and explained to me that the reason the refund was not issued was because my children were put on their own 3 year contract which I was not informed that on the first call I made. Apparently when the girl got off the phone with me realized this and put in her notes that we had gotten "disconnected" and hadn't finished our conversation. Total BS because she asked me at the end of our conversation if I had any other questions and I confirmed with her that the refund was going to be applied to my bank account and she said yes. I thanked her for her help and the call ended.
So asked to speak to a supervisor and he gladly did so. She explained to me that I was legally bound by contract to pay it off. I told her that I understand that but it should have been brought to my attention when I called the first time or either a call back or letter in the mail letting me know of this. But received nothing. I told her that it was not my fault that their CSR did tell me of this. She didn't want to even listen to what I was saying and kept saying that she could not do anything. Asked to speak to her supervisor and again this lady proceeded to tell me the same thing and started accusing me of not keeping track of my own checking account.
They were not willing to work with me on anything. After that phone call I decided to file a complaint with the BBB. Then this amazing thing happened!! Bally's agreed to give me my refund almost in full!! (just shy $10) The BBB sent me a response from Bally's and what they were agreeing to do for me and I had an opportunity to respond back. I agreed to the refund and also said that if their customer service had been more effective there would not have been a complaint filed. I believe that the people working in the gym and signing people up need to go over the contract more efficiently so that the person signing the contract knows exactly what they are getting into.
I will never go back to Bally's or recommend them as a good gym to go to. My gym was clean and the people that worked there were very nice but I'm very big on customer service since that is what I do on a daily basis and I expect a reputable company to offer that. Not to question me as a customer when I'm making a valid statement on their screw up. So be careful when adding someone to your own membership because they will be signed up for a 3 year contract even if it's your small children who can't even drive themselves to the gym. :) Thanks.
ONTARIO, CALIFORNIA -- My daughter while only 17 went down to the Bally Total Fitness center in Rancho Cucamoga, CA with some friends who wanted to sign up. The sales employees of Bally's talked her into signing up and when she told them she was only 17 they said "no problem". They took her contract and changed her date of birth by one year to make her 18.
Because they claimed they never received proof when I scanned her birth certificate and driver's license and emailed it to them I also faxed it and US mailed it. The calls stopped for four (4) months and then they started again. My daughter received a phone call from the Bally Total Fitness collections department the evening of May 24th. She returned the call by my suggesting just to see what Bally Total Fitness wanted still after we thought her contract had been canceled.
A rude man who would only give his first name (**), not only threaten my daughter with a collection agency and her credit report but challenged her to take any kind of legal action she wanted. There must be something or someone who can stop a company like this? I've tried the organizations below but no one seems to be able to stop them.
NORWALK, CALIFORNIA -- I Joined Bally Total Fitness in 2007 with a month-to-month membership with no contract. I decided I did not like Bally's and so I canceled my membership in January of 2008. For months I received spam mail from them trying to get me to renew my membership so around June I called in to complain and tell them that I did not want any more offers, spam mail, or advertising from them and for them to completely take me off of their mailing lists. I was put on hold for OVER AN HOUR only to speak to a supervisor to tell me that they can take me off their mailing list but that they could not delete my information from their system.
I thought I was completely done with Bally's but in September I got a BILL from Bally's saying that I owed them money even though I had cancelled my membership nine months before and had asked to be taken off of their mailing lists!!! They had the nerve to charge me even though I had ended my membership with them nine months earlier!!! I called in furious because what they were doing was actually illegal and it is obvious that that kind of mistake in billing is not accidental. They told me they had to file a claim and that a representative would get back to me. Two weeks later I called again because I had not received any calls from them.
I had to spend another two hours on the phone just to clear this all up. At this point I thought that it was all over but throughout 2009 I received offers in the mail to renew my membership and I called in twice to have my name removed from their mailing list. In 2010 I received offers from them and tried again to be taken off their mailing list but they continue to spam me.
Today it's January 22nd and I just got another spam letter from them asking me to renew my membership. STAY AWAY FROM BALLY'S AND TELL ALL YOUR FRIENDS WHAT THEY WILL BE IN FOR! It is the work company I have ever had to deal with and not only that BUT THEY ARE DISHONEST. They will bill your credit card after you're membership has ended and never stop mailing you.
First of all, their membership contracts are actually installment loans that show up on your credit report just like a car loan. They don't bother to tell you this though. What they also don't bother to tell you is that when you've made your last payment and your balance reaches $0, that doesn't mean your contract is canceled. They want you to provide formal (usually written) notice to them of your intention to cancel, otherwise they will continue to bill you each month forever. That's right, forever.
I called their membership service number and after waiting on hold for 15+ minutes, was told my membership was now canceled, but that they couldn't (more like wouldn't) refund this additional charge. I had to file a claim with my bank -- not to mention the Better Business Bureau. Hopefully it'll all get straightened out. On top of their completely fraudulent business and marketing practices, their customer service is totally nonexistent, their locations typically are falling apart with mold everywhere and broken machines, and their personal trainers are amateurs. GO ELSEWHERE!!! AVOID BALLY'S AT ALL COSTS!!!
CALIFORNIA -- My boyfriend signed us up for what we thought was a "no commitment" membership at a gym in Mass with 1 free guest pass for 3 months last Christmas. It was one of the worst mistakes he could have made. If you actually read all the ever so tiny fine print the contract is for LIFE (with a few small exceptions (death, serious illness, moving 25 miles away from the gym etc.) Do a Google search on "Bally Scam" and you will find thousands of hits. They use a lot of "bait and switch tactics". They never let most people out of the scam. There are reports of deceased folks being charged a monthly bill.
The only way they claim you can cancel a membership is via their customer service line in California. This is a joke and nothing gets resolved. Luckily we got the attorney general and Better Business Bureau involved and then things finally seemed to shift after several months of work, letters sent by certified mail and phone calls. It appears that we were finally able to cancel our memberships. We changed the credit card # that we gave them and reported them to the credit card company as well. Here is a link to the template we used for our "30 day Demand letter": **. Stay away from Bally gym and spread the word!!
I have seen numerous complaints online against this company about how they give members run-around when members request to cancel membership and how they manage to keep charging customers' account. I wish I researched this company before I got my membership.
In my case, I specifically informed the employee before signing up that I do not want a long term contract. The employee took my information and gave me a multiple page contract to sign. He never told me that he is making me sign a 2 year long contract. After few months of membership I moved to another city and Bally location was not convenient for me in my new city. When I called their customer service they informed me that I am bound by a contract. I informed them about my initial conversation with the employee when I signed up; but they chose not to hear me. So, I cancelled the payment through my credit card company.
Few months later I got a call from collection agency. When I explained how they deceitfully had me sign the contract, the collection agent told me they get that complaint a lot (Therefore I am not the only one they cheated). Yet, nothing could be worked out in terms of acquitting me from payment responsibility. I would like to know who I can legally report it to so that legal action can be taken on behalf of consumer interest.
This company is simply into taking your money! I signed a 3 year contract, with 2 years paid and the last month free. Within 6 months of me joining, they closed the gym by my house! When I asked to get out of my contract because of it, they said that the gym has to be more than 20 miles out of your radius! So, I paid for 2 years, not going because a 20-30 minute drive (depending on traffic) to go to a far inferior gym was simply not worth it. I did get the 3rd year free, but SUDDENLY, I received a letter on Feb. 1st that they were going to start charging me again on Feb 21st unless I notified them.
I called them, and guess what? I was told that I need to send a letter! So, I sent one certified and they received it on the 12th, which they claimed that they didn't get it till the 19th. They charged me anyway! So, I call again and, I'm informed that they needed 10 days' notice in order to cancel, which was not stated in the letter. How will I get my money back you ask? I have to send a letter with a request for a reimbursement and my signature!
SIMPLY JUST STUPID PAPER SHUFFLE GAMES! Trying to discourage people by making it work. I couldn't be more irritated. I would never in a million years sign another contract with them! I sure hope that their customer service employees get paid a lot because they must deal with irate people all day long!!!