BBB advises consumers to read fine print on fitness center contracts
Complaints received by Better Business Bureau for fitness clubs have increased significantly in the last 5 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 and billing issues.
“This time of year many people are thinking about holidays, bathing suits, and beaches and are resolving to join a gym and lose weight,” said Jan Delaney, President of the BBB of Western Ontario. “The trends 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, the majority of billing complaints center on being billed after the member felt their contract had expired. 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contract would not be renewed, or filed the appropriate paperwork to cancel their membership but continued to have fees withdrawn from their bank accounts.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 vary, but typically involve disagreements over promises made by the salesperson versus what the membership actually included and the policy for getting out of the contract if the member relocated to another area.
BBB offers the following advice to help you select a fitness facility that best meets your needs.
Check with BBB first. Not only can you go to www.london.bbb.org to find a list of fitness clubs in your area that are accredited by BBB, but you can also find out what kind of a track record the company has for keeping customers satisfied.
Determine your fitness goals. What are your fitness goals (build endurance, increase strength, become a better tennis player?) and how will you accomplish them (swimming, weight-training, yoga?). Considering these issues in advance will help you select a facility that is most appropriate for you. If you have a serious health condition, consult with a medical professional when setting your fitness goals.
Consider your budget. Most facilities charge an up-front membership fee to join and a monthly fee thereafter. What amount can you comfortably devote to physical fitness?
Check out the facilities. Visit several different clubs on days and at times that you plan to exercise to see how crowded they are. Do the facilities offer the equipment, classes, amenities (child care, personal trainers) and hours of operation you require? Note the cleanliness and condition of the equipment, work-out area and locker room, as well as staff member availability.
Ask around. Check with friends and family for recommendations. And when visiting fitness clubs, ask members about their experiences – are they satisfied?
Don’t give in to pressure. Many clubs will be offering “New Year’s specials” – walk away from clubs that pressure you to sign a contract on the spot. In fact, take a sample contract home to read it thoroughly.
Read the entire contract. Does it list all services and facilities and the hours of operation? Is everything that the salesperson promised in the contract? What is included in the monthly fee and what’s going to cost you extra? What’s the total cost and payment schedule, including enrollment fees and finance charges?
Know Your Rights. Ontario’s Consumer Protection act offers the following.
- You get a Cooling Off Period. You have 10 days to cancel the contract and get your money back.
- Memberships are limited to one year.
- You must be given the option to pay monthly. Even though this allows the Club to charge you up to 25 percent more, paying by the month means you lose less if the club closes.
For more advice from BBB on finding reliable companies and businesses, start your search with trust at www.london.bbb.org.