Lessons Learned from Gym Membership Miscommunication

A woman from Meriden said Big Sky Fitness charged her for two personal training sessions six weeks after she put a freeze on that part of her account.

Those two sessions cost her $338. Jessica said she contacted Big Sky after each charge and both times an employee told her they could not initiate the refund.

Soon after reaching out, NBC Connecticut Responds learned the issue stemmed from a miscommunication. A Big Sky manager said she had no idea who Jessica spoke with at Big Sky and has no record of Jessica voicing her concerns to her club manager or directly to her trainer.

After that manager connected with the appropriate person, Big Sky offered Jessica a full refund.

When resolving an issue, consumers should always ask to speak directly to a manager and keep notes detailing the manager’s name and time of communication.

It also helps to send companies a clear, concise timeline of the events and any documents or photos proving fault.

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