Fitness World moved gym contracts to fewer clubs, then required in-person cancels

In March 2020, the company formerly known as Steve Nash Fitness World shut all 24 of its British Columbia locations and terminated staff, citing pandemic difficulties; insolvency proceedings followed. In June 2020, Chris Smith — CEO of both the old and the new company — worked with investors to buy the brand and revive it under the old Fitness World name. In July, members learned by email that their memberships would transfer to Fitness World automatically, but only 15 of the 24 locations would open, and contracts would be cancelled only if clients visited a club in person.

Members at permanently closed clubs, like Cortez D’Alessandro’s Lougheed Highway location, were reassigned rather than asked. Charlotte D’Alessandro spent over a month seeking a refund, fighting two charges billed on the same day, and said staff at three clubs could not fix it. A Change.org petition passed 400 signatures; founder Kiu Fazlali, moved from the premium Park Royal club to a cheaper one without a fee change, summed it up as enforcing contracts while refusing to work with customers.

Fitness World apologized in a statement, said it was doing its best to address concerns and create a clear process, and noted members could call their preferred club to cancel with a manager — an option that had not been included in earlier member updates.

Public refund demands, double charges reported, a 400-signature petition, and a shrinking footprint: 15 clubs open versus 24 before.

Memberships were reassigned by default to the new company without giving members a choice.

Cancellation required an in-person club visit at the height of the pandemic, when many members' home clubs were permanently closed.

The footprint shrank from 24 to 15 clubs, but billing continued and some members were charged twice on the same day.

The one phone-in cancellation option was only disclosed after the backlash, in a later statement.

In an insolvency sale, contracts are assets — but transferring people to a smaller service without a working exit turns the brand rescue into a consumer revolt.

Fitness World apologized and said it was building a clearer process, adding phone cancellation through club managers. Whether members qualified for refunds remained unclear in the CBC report. The rebrand stood, operating 15 clubs across British Columbia.