Better Business Bureau serving Eastern North Carolina offers advice to consumers resolving to join a gym in 2010.
In 2009 BBB received over 400 complaints about local fitness clubs and exercise programs. Health and fitness facilities were in the top five types of business with the most complaints each month. The most common complaints were focused to two areas, contract disputes and billing issues.
While some complaints regarding billing are basic billing errors, the majority of billing complaints center on being billed after the members 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would not be renewed, or filed the appropriate paperwork to cancel their membership, but continued to have fees withdrawn from their bank accounts.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. Other complaints were against the cancellation policy for getting out of the contract if the member relocated to another area or if one gym location was closed and members were still expected to pay to use a gym up to 30 miles away.
“This time of year many people are resolving to join a gym and lose weight for the New Year,” said Beverly Baskin, President & CEO of BBB serving Eastern North Carolina. “The trends we’re seeing in complaints against fitness clubs tell us that consumers need to read the fine print on the contract to make sure they understand what they are signing, in addition to keeping a close eye on their bank statements to make sure they’re not getting billed more than they should be, once they join.”
BBB offers tips to help you select a fitness facility that best meets your needs.
- 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?
- Ask around. Ask friends and coworkers to recommend facilities and pick three that appear to align with your fitness goals and budget.
- Check out the facilities. Visit each club on a day and time that you plan to use it to see how crowded it is. Do you like the equipment, classes, amenities (child care, personal trainers) and hours of operation? Note the cleanliness and condition of the equipment, work-out area and locker room, as well as staff member availability.
- Do not give in to sales 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.
- Review the 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 extra? What’s the total cost and payment schedule, including enrollment fees and finance charges?
- Membership details. How long is the membership term? Can you go month-to-month? Some facilities give customers several days to reconsider after signing the contract; if so, get it in writing. What are your cancellation rights if you move away, are injured, or the club closes? Will the unused portion of your membership be refunded? Those details should be in the contract.
- Check the BBB Reliability Report on a fitness club at bbb.org. A BBB Reliability Report provides information on any complaints or information received by BBB. Check with the BBB before making any purchasing decision.