Fitness club changes policy following 7 On Your Side investigation

SAN FRANCISCO (KGO) -- A health club with dozens of California locations is vowing to make changes to its cancellation policy following complaints brought to light by 7 On Your Side.

For six years, Fitness Evolution has been rapid expansion mode. Now the company's new senior executive is questioning whether the company has moved too fast.

San Francisco resident Kirill Solodchenko works out at Kezar Stadium in San Francisco. He had been a member of Fitness Evolution, a health club franchise with 33 locations in the state.

Solodchenko went into the club to cancel his membership. "Two months later, both my girlfriend and I, we found out that our bank accounts were still being charged," he said.

He went into the gym in May of 2014 to complain, only to be told he didn't sign the required paperwork.

The club's new senior executive Martin Stein said it's all spelled out in the contract members sign.

"We probably all at some point in time have been guilty of not reading something and signing it," Stein said.

Solodchenko said the club presented him his contract on an iPad, that he felt extremely rushed and never really had a chance to read it before signing.

"A lot of people are being victimized in a similar manner as me. It can be seen documented all over Yelp. It can be seen documented all over the Better Business Bureau website," he added.

He said Fitness Evolution refused to bend on what they say. He and his girlfriend owed.

Both contested the bill and the bank eventually reversed the charges.

One year later, Fitness Evolution sent a bill collector after them. They originally owed less than $100. The collection agency demanded payment of nearly $950.

Fitness Evolution says it's reevaluating its collection practices and has simplified its return policy.

"We want to measure up to what you want us to be, our standard of what is acceptable and what is not acceptable. If we're not doing our job, we're going to be held accountable," Stein said.

The club is working to make sure members know about its cancellation policies when they join.

Club members can cancel their membership by talking to a manager and signing the forms, or doing it via certified mail, online or through regular mail.

All outstanding balances must be paid before the cancellation becomes effective.

"If you don't owe anything, it's as simple as that. You just cancel it," Stein said.

The club has agreed to zero out Solodchenko and his girlfriend's account. Their membership is now cancelled.

"I feel like it's a small battle won for the little guy. I feel grateful to 7 On Your Side," Solodchenko said.

Fitness Evolution just closed its San Francisco Civic Center location.

It said all memberships will be honored at nearby Fitness SF and everyone is entitled to 75 free days.

It will be adding four more clubs in the state in the coming months.