Had an issue with Anytime Fitness? Get a real response.
Anytime Fitness is a popular 24/7 membership gym offering access to equipment, personal training, and more perks, with locations across Australia and around the world.
Each Anytime Fitness location is independently owned, so submitting a complaint starts by contacting your home club. You can visit the location in person, talk to staff over the phone, or request the club manager's email address. Anytime Fitness also offers a more general online feedback form and corporate email addresses for billing issues and escalations.
When complaining to Anytime Fitness it's best to be clear and direct about the issue and the resolution you're hoping for. Include details of the club location, dates, your membership number, and any photos, screenshots or documents that may help your case.
Some of the common issues Anytime Fitness members may use the complaints process for include billing corrections, cancellation requests, contract disputes, facility or equipment issues, and membership freezes.
Billing issues should be fixed within 48 hours, while most other complaints can be solved in 1-3 days. Complex cases, like cancellations or fee disputes might take longer.
If you need to escalate your complaint, start by asking to speak to the club manager or franchise owner directly, or try emailing corporate support. It that fails you can take your case to your local Consumer Affairs agency for further assistance.
How to submit a complaint with Anytime Fitness
Submitting an Anytime Fitness complaint is simple, and choosing the right contact method speeds things up.
1. Speak Directly With Your Home Club
Every Anytime Fitness club is independently owned, so start here. Talk to the club manager in person or by phone. Local teams can often resolve:
- Equipment issues
- Staff behaviour concerns
- Cleaning or facility complaints
- Membership or access problems
2. Online Feedback Form
Use the official “Send Us Your Feedback” form on the Anytime Fitness Australia website. This is best for after-hours issues or when you want a written record.
3. Email Member Solutions (Corporate)
Send detailed complaints to membersolutions@anytimefitness.com.au.
Include:
- Your club location
- Membership number
- Timeline of events
- Any screenshots or documents
4. Billing Complaints (Debitsuccess)
For charges, cancellations, or direct debit issues:
- Call 1800 917 476
- Email anytimecs@debitsuccess.com
Debitsuccess handles billing for most Australian clubs and can reverse incorrect charges.
5. Help Centre
Visit the FAQ portal for guidance on common issues like updating payment details, freezing memberships, or cancellation steps.
Once you file a complaint, here’s the typical process:
1. Local Club Review
If you complain onsite or via the club email, the club manager or franchise owner usually follows up first. They can resolve most operational or facility issues straight away.
2. Corporate Member Solutions (Escalated Complaints)
For complaints lodged through Member Solutions or the online feedback form, a case manager gets assigned.
They will:
- Confirm receipt of your complaint
- Gather extra details
- Liaise with the franchise owner
- Keep you updated as the case progresses
3. Expected Timelines
- Simple issues: 1–3 days
- Billing corrections: often same day or 48 hours
- Complex complaints (cancellations, disputes, serious incidents): 1–2 weeks
If you don’t hear back within a few business days, send a follow-up.
4. How You’ll Be Updated
Replies come via email or phone. Updates typically include:
- Confirmation the issue is being investigated
- Explanation of next steps
- Resolution details (refund processed, cancellation finalised, repairs scheduled)
5. Resolution
Once resolved, you’ll receive confirmation (often in writing) to ensure you have proof of the outcome (especially for cancellations).
Common complaints against Anytime Fitness
Here are the issues Australian members most often report:
1. Difficulty Cancelling Memberships
- Confusion about written notice requirements
- Staff unavailable during staffed hours
- Being charged after cancellation
- Miscommunication between staff and the billing provider
Always get cancellation confirmations in writing.
2. Billing & Direct Debit Problems
- Charges continuing after cancellation
- Hidden fees (annual/semi-annual fees)
- Late fees due to outdated payment details
- Difficulty correcting billing errors
Most billing issues are resolved quickly by contacting Debitsuccess.
3. Contract Terms & Fee Disputes
- Joining & key fob fees
- Early termination fees
- Strict notice periods
Some customers feel terms weren’t clearly explained at signup.
4. Customer Service & Communication Issues
Examples include:
- Staff not responding to cancellation requests
- Follow-ups ignored
- Managers unavailable, especially in unstaffed clubs
5. Facility & Maintenance Complaints
- Broken equipment not repaired
- Poor cleanliness
- Safety hazards
- Inconsistent standards across franchises
6. Membership Freezes / Medical Issues
Some members struggle to freeze or cancel due to:
- Strict documentation requirements
- Clubs requesting additional proof
- Disputes about “reasonable grounds”
Anytime Fitness complaints submitted through Ajust
I asked to freeze my membership and was told it was sorted, but I was still charged for two months. When I raised it at the club, a staff member accused me of lying, which was completely unprofessional. The money shouldn’t have been taken in the first place, and the way I was spoken to made the whole situation even more upsetting. - Zaw
I went to train expecting a basic standard of cleanliness, but the gym was filthy. The equipment was dirty and the floors were covered in dust, hair, and grime, like they hadn’t been cleaned properly in a long time. It made me uncomfortable to work out there. - Danny
After nearly seven years as a member, I was treated in a way I never expected. A manager spoke to me rudely over footwear, and refused me entry. I left feeling harassed, embarrassed, and shocked that loyalty seemingly counted for nothing. - Sukhjit
I cancelled my membership in person, returned my fob, and followed every step I was told to. Months later, I discovered I’d been charged every week the entire time. When I raised it, the club admitted it was their error but refused to refund me, leaving me feeling completely taken advantage of. - Brad
How other consumers Anytime Fitness complaints got resolved
Accessibility Complaint: A wheelchair user reported difficulty accessing their club. Staff escalated the issue quickly, offered solutions, reduced fees, and offered a full refund if needed.
Cancellation Not Processed: A member cancelled through a staff member who later left the club. Charges continued for months. Corporate investigated, apologised, wiped the outstanding balance, and ensured the cancellation was finalised.
Medical Cancellation Refused: A member with a chronic condition was denied cancellation despite providing a medical certificate. After lodging a complaint with Consumer Affairs, the club agreed to cancel immediately and waive remaining fees.
If your complaint isn’t progressing:
1. Follow Up with Club Management or Franchise Owner
Ask directly for the owner or manager. They have the authority to approve refunds, waivers, or cancellations.
2. Email Corporate Member Solutions
Send a clear summary to membersolutions@anytimefitness.com.au including the timeline, evidence, and what outcome you want.
Corporate teams resolve most escalations quickly.
3. External Escalation (Fair Trading / ACCC)
If the gym ignores your complaint or applies unfair contract terms, external regulators can intervene. Use this if you’ve exhausted internal options.
4. Public Review or Social Post
Businesses respond fast when their reputation is at stake. Use this only after giving Anytime Fitness a fair chance to respond privately.
If Anytime Fitness refuses to resolve a legitimate issue, these external bodies can help:
1. ACCC (Australian Competition & Consumer Commission)
Use for:
- Unfair contract terms
- Misleading conduct
- Systemic issues
You can lodge a report via the ACCC online portal.
2. State/Territory Consumer Protection Agencies
(NSW Fair Trading, Consumer Affairs Victoria, QLD Office of Fair Trading, etc.)
Use for:
- Billing disputes
- Improper cancellations
- Refund refusals
They actively mediate between you and the gym.
3. AUSactive (Fitness Industry Body)
If your club is a member, they may help encourage fair outcomes or act as an informal mediator.
4. Small Claims Tribunal (VCAT / NCAT / QCAT)
For serious unresolved disputes, you can file a low-cost small-claims case.
Anytime Fitness Australia Contact Page
Official complaints, feedback & support options
🔗 https://www.anytimefitness.com.au/contact/
Member Solutions (Corporate)
membersolutions@anytimefitness.com.au
Debitsuccess Billing Support
📞 1800 917 476
📧 anytimecs@debitsuccess.com
🔗 https://www.debitsuccess.com/au/contact-us/
Help Centre (FAQs)
🔗 https://help.anytimefitness.com.au/hc/en-au
Club Locator
Find your home club to contact the manager directly
🔗 https://www.anytimefitness.com.au/find-a-gym/
ACCC – Consumer Rights
Useful when disputing unfair fees or incorrect charges
🔗 https://www.accc.gov.au/consumers
State Fair Trading Complaint Portals
(For disputes, unfair charges, contract issues, unresolved membership cancellations)
- NSW Fair Trading:
🔗 https://www.fairtrading.nsw.gov.au/help-centre/online-tools/make-a-complaint - VIC – Consumer Affairs Victoria:
🔗 https://www.consumer.vic.gov.au/contact-us/complaints - QLD – Office of Fair Trading:
🔗 https://www.qld.gov.au/law/your-rights/consumer-rights-complaints-and-scams/make-a-consumer-complaint - WA – Consumer Protection:
🔗 https://www.commerce.wa.gov.au/consumer-protection/making-complaint-consumer-protection - SA – Consumer and Business Services:
🔗 https://www.cbs.sa.gov.au/complaints - TAS – Consumer, Building & Occupational Services:
🔗 https://cbos.tas.gov.au/topics/consumer-rights/making-a-consumer-complaint - ACT – Access Canberra:
🔗 https://www.accesscanberra.act.gov.au/app/forms/consumer-complaints - NT – Consumer Affairs:
🔗 https://consumeraffairs.nt.gov.au/consumers/complaints
Anytime Fitness Complaints FAQs
How do I submit a complaint to Anytime Fitness in Australia?
You can submit an Anytime Fitness complaint by speaking to your home club, using the online feedback form, or emailing Member Solutions directly. Start with your local club manager, as most issues are resolved fastest there. If that fails, corporate Member Solutions provides structured follow-up and written records. For billing or direct debit problems, Debitsuccess is usually the fastest path to a fix.
How long does Anytime Fitness take to respond to complaints?
Most Anytime Fitness complaints are acknowledged within a few business days, with simple issues resolved in one to three days. Billing errors are often fixed within 48 hours, especially through Debitsuccess. More complex disputes, such as cancellations or contract issues, can take one to two weeks. If you hear nothing, a polite follow-up usually speeds things up.
What are the most common complaints about Anytime Fitness memberships?
The most common Anytime Fitness complaints involve cancelling memberships, ongoing charges after cancellation, and billing or direct debit errors. Members also raise issues about unclear contract terms, customer service delays, and maintenance standards. Many problems stem from miscommunication between clubs and billing providers, which is why written confirmation and escalation are important.
What can I do if Anytime Fitness ignores my complaint?
If Anytime Fitness does not respond, escalate your complaint to corporate Member Solutions with a clear timeline and evidence. If that still fails, you can contact your state’s Fair Trading or Consumer Affairs agency for mediation. These bodies regularly handle gym disputes in Australia and can pressure the club to resolve billing, cancellation, or unfair contract issues properly.
You’ve done your part, now it’s time to hold Anytime Fitness accountable.
Take the final step and submit a complaint that gets seen and responded to.