Bally Total Fitness Complaint - Be sure to ask questions!!!
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 awhile 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