Health club complaints increase

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 issues (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.

"This time of year, many people are seeing the after-effects of those holiday meals and are resolving to join a gym to lose weight," said David Polino, BBB president. "The trends we're seeing in complaints against fitness clubs tell 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 complaints center on being billed after the member felt his or her 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contract would not be renewed or filed the appropriate paperwork to cancel their membership but continued to have fees withdrawn from their bank accounts.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, as well as the policy for getting out of the contract if the member relocated to another area.

More than 15 percent of complaints came from consumers whose fitness center either closed completely or changed management shortly after the person joined. The complainants typically wanted refunds for membership fees paid in advance or were dissatisfied with the new ownership and policies and wanted out of their contract.

"If you're looking at a gym, do your research with friends and family and check out the club's complaint record with BBB's free reliability reports," Polino said. "We have hundreds of health club reports consumers can view. What they find there could be an important aspect of their buying decision."

Polino said it is essential to make sure the facility meets the consumer's needs but equally important for people to know that the company can be trusted to be upfront about its plans and its contracts and be competent with its billing process.

BBB offers the following advice to help consumers select a fitness facility.

• Check with BBB first. Go to www.bbb.org to find a list of fitness clubs in the area that are accredited by BBB, and find out what kind of a track record the company has for keeping customers satisfied.

• Determine fitness goals (build endurance, increase strength, become a better tennis player) and how to accomplish them (swimming, weight training, yoga). Considering these issues in advance will help the selection of a facility that is most appropriate. Serious health conditions should be discussed with a medical professional when setting fitness goals.

• Consider your budget. Most facilities charge an upfront 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, workout 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 the membership details. How long is the membership term, and is there an automatic renewal? 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 to another area, are injured or the club closes or is taken over by new management? Will the unused portion of your membership be refunded, and, if so, how and when? These details should all be in the contract.