RockBox Fitness

I am a member of RockBox Virginia Beach and I'm writing to issue a complaint in how my membership has been handled at this location. I signed up for a membership in January 2024, not realizing it was an annual membership instead of a month to month.

I got injured and have only been able to attend 2 classes this year. I was told by staff that I just needed to come in and talk to them to cancel my membership. I did this in May and was told I would still need to pay for June, but it would be cancelled starting in July.

I was charged in July, disputed the transaction with my credit card company and called the new owner/manager at RockBox Virginia Beach (Marvin) on August 2, 2024. He told me I could not cancel and needed a written note from my doctor.

I informed him that my medical condition is private and as a health professional, that is a HIPAA violation. He said he could not do anything for me, but agreed to allow me to switch my membership from a $139 monthly rate to a $69.50 for the remainder of my membership contract term. I agreed to this, yet again was charged a full $139 in August. I requested an in-person meeting with the owner to discuss this and have not heard back.

I live 25-30 minutes from the location so it is not convenient for me to pop in during a workday and I am not going to bring my child in there in the morning/evening. I have requested a pause on my membership for September, but expect to be charged due to the unresponsiveness of the new owner.

I have been so disappointed in how this has all been handled. I also have requested a pause on my membership, yet I'm still getting charged. So far this year, I have paid $993 and I've only been able to attend two classes.

On another note, the Virginia Beach location is severely lacking in first aid responsiveness.

When my husband was a member, he witnessed two occasions in which a member got hurt and the instructor did not know what to do, no ice packs were available and the first aid kit was not stocked. In once incident, the instructor ended up taking an ice pack out of his lunch bag to apply to the individual's injury.

That is unacceptable. With my own medical concerns, I do not feel safe exercising at this location.