Q: My New Year resolution is to get in shape after the first of the year. What do you advise when evaluating fitness centers?
A: Most importantly, read and understand the fine print of the contract for a fitness center or gym. Complaints received by the Better Business Bureau for fitness clubs have increased more than 90 percent in the last five years. And according to a new analysis conducted by BBB, the most common complaints consumers have about fitness clubs focus on two related areas, contract disputes (41.5 percent) and billing problems (31.7 percent). BBB has also seen a rise in complaints about fitness centers that sold memberships, only to go out of business a few weeks later (15.1 percent), leaving disgruntled customers behind trying to recoup their advance payments.
At this time of year many people are seeing and feeling the after-effects of those holiday parties and big meals and are resolving to join a gym and lose weight. The trend we’re seeing in complaints against fitness clubs tells us that consumers need to read the fine print on the contract before they sign, and keep a close eye on their bank statements to make sure they’re not getting billed more than they should be.
While some complaints regarding billing are basic billing errors (9.4 percent), the majority of billing complaints center on being billed after the member felt their contract had expired (22.3 percent). Many consumers either assumed their contract would not be renewed, or filed the appropriate paperwork to cancel their membership but continued to have fees withdrawn from their bank accounts.
Contract dispute complaints (38.9 percent) vary, but typically involve disagreements over promises made by the salesperson versus what the membership actually included (23.8 percent), and the policy for getting out of the contract if the member relocated to another area (15.1 percent).