Joining a gym? Don't get ripped off

Herb Weisbaum • Profile • E-mail

So you are going to join a health club. Good for you. Just take the time to shop around and compare. Unless you do your homework, you could pay too much or get stuck going to a gym you really don't like.

The Better Business Bureau is seeing a dramatic increase in health club complaints — up 90 percent in the last five years. In 2007, more than 5,200 people complained about their fitness club, according to the BBB.

The two biggest problem areas are contract disputes and billing issues. There has also been a rise in complaints against fitness centers that sell memberships and then go out of business a short time later.

That is what happened to Kristi Walker of Boiling Springs, S.C., after she bought a one-year family membership at a local fitness center. She really liked the place; it was close to her house, well run, and had daycare for the kids.

But one day when she went for her workout, she found a handwritten note on the door reading “We’re closed and we’re not going to reopen.”

Checking out a health club 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 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. Source: Better Business Bureau

“I lost my money. And I was really upset with how it was handled,” an angry Walker said.

Walker tells me there was no indication the club was in financial trouble. In fact, she says the center was taking membership applications the day before it closed.

Walker joined another club. Based on her experience, she decided to play it safe and go with a month-to-month payment plan, even though it cost a bit more.

Contract disputes
Nearly 40 percent of the people who complain to the BBB about health clubs have a contract dispute. In many cases, the disagreement involves promises made by the salesperson that were not honored. It could be the result of an honest mistake or deliberate deception.

The bottom line: Never rely on what the salesperson tells you. The only thing that counts is what is in the contract. Verbal promises are meaningless. Make sure anything and everything the salesperson promises is in your contract.

“We encourage people to read their contracts, “says Rosemary Lavery, a spokesperson for the International Health, Racquet & Sportsclub Association. “Make sure that you’re OK with the cancellation policies, the life of the agreement, and the renewal process to avoid confusion or dissatisfaction down the road.”

Billing issues
You would think that when the contract expires, the bills would end. But that’s not always the case. About 22 percent of health club complaints to the BBB involve being charged after the contract ends. In some cases, it is a mistake. In others, the contract includes a clause that says your membership automatically renews unless you cancel in writing thirty days or more before the contract ends.

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