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Business Profile

Health Club

GYMVMT

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

This profile includes complaints for GYMVMT's headquarters and its corporate-owned locations. To view all corporate locations, see

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GYMVMT has 11 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/12/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The main reason for this complaint is solely due to the fact that they make it impossible to cancel the membership if you no longer live in the area, I am unable to come in and provide a signature to cancel the gym membership and because of that I am still going to be forced to pay for a membership that I can not use. I cant go in and even if I did I know they are going to continue to try and convince me to keep my membership

      Customer Answer

      Date: 13/12/2023

      Yes I called to try and cancel my membership and was told to send an email to ******************************** saying that I was no longer near the location and could no longer justify the membership, only to be called and told that I need to come in and cancel my membership despite the fact I told them I am 2 hours away

    • Initial Complaint

      Date:13/10/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello. I am writing to express my recent experience with GYMVMT on Gateway and the manner in which my membership was misrepresented to me.On October 1st I had a conversation with an employee named *********************. During our conversation, I inquired about the payment frequency for the gym membership, to which I was explicitly told that it was a monthly payment. I reiterated my question, asking if it was a monthly payment, to which **************** clearly agreed, confirming that it was indeed a monthly payment. Based on this information, I proceeded to sign up for the membership, to my surprise she never printed anything and had me sign sign sign on a signature pad blindly. Then I paid a start-up fee of $51.45. She reassured me she would email me a copy of the contract, to which she did not email to me, and later I found out she used an incorrect email address from 4 years ago. Regrettably, I had not yet visited the gym due to personal commitments with my dog getting spayed that week, It was only when discussing my membership with friends who were interested in joining that I realized that I had been misled. It became evident that GYMVMT's billing cycle was not, as promised, on a monthly basis, rather on a bi-weekly schedule.I immediately reached out to the general manager, Chanceline, in an attempt to address the issue. Unfortunately, she has chosen to ignore my emails after rejecting the refund of the start up fees and when I asked to speak with someone other than her to help resolve the issue. I feel that I have been a victim of a scam. I kindly request a full refund of the $51.45 in start-up fees that I paid.I understand that misunderstandings can occur, but I trust that GYMVMT will take this matter seriously and rectify the situation promptly.

    • Initial Complaint

      Date:26/06/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for a gym membership online. I did not go into the gym to activate my membership. They called me and said my account was past due and I asked to cancel she said I couldnt unless I paid a fee. She then said oh never mind! You didnt sign the agreement so you dont have one forget about it I will cancel all of this for you now. Fast forward last week I get a text from someone named ***** saying they are sending me to collections and then they did. * ** ** ***** *** ********* *** ***** **** ** ****** **** ****** *** ** ***** ***** ****** **** *** **** ****** **** *** **** *** *** ****** *** **** *** ** ****** ** ***** ** ** ******** ******* ** ***** **** ** ************* ***** ***** *** ******

    • Initial Complaint

      Date:19/06/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I noticed on May long weekend when reviewing my bank account that the last payment GYMVMT took was on April ****, so I contacted the *********** location to find out what was happening. The girl who answered didn't understand why the payments weren't coming out, I confirmed the information was still correct and has not changed, I asked to speak with a manager and did not receive a call back. Today (June ****) I receive a call from a third party collection because the gym had chose to forward my "terminated account" to a collection agency with no notice. I have received ONE phone call from GYMVMT regarding this and that was what was confirmed with the manager at the ****** ******* location. GYMVMT had not attempted a single phone call from mid March (when they say this started and when they chose to begin the "internal collection" process), they only sent emails that went into my spam account so I did not see them. The manager could see today on site that I was opening the emails when I found them today, so the payment department should have seen I was not getting the emails and to call me instead. This is a massive **** they are running to gauge people out of excessive amounts of money or else they send them to collections when they don't give in to the game. It is absolutely disgusting to me that they consider unread emails "attempts" and did not once do their job other than put me into collections or pay them a large sum. This whole situation is pure extortion for money and this is not okay. I would like a resolution as soon as possible. I had no issue paying the amounts that were "missed" due to their error of not taking any funds from my account, but I am not being extorted into paying $*** because they chose not to do their job when I brought the error to their attention. I want the collection removed from my credit immediately and I do NOT want the contract with the gym reinstated as I want NOTHING to do with this company after this.

    • Initial Complaint

      Date:06/02/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company without authorization from me took an additional $36.75 out of my account, on top of my pre paid service fees.I did not purchase anything, I did not damage anything. They took money from me that they were not authorized to take.

    • Initial Complaint

      Date:27/01/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In August I had to relocate for work, so I had to cancel my gym membership. I unfortunately contracted covid-19 during the week I was supposed to move to a new province. I reached out to the gym 18 times via phone call and never once was able to speak to a manager. I left multiple voicemails asking for a scanned copy of the cancellation form as I was unable (for health and safety reasons - which I am appalled to learn a gym was not taking seriously) to come into the gym to sign the forms. No one responded to me. I then moved and was then clearly unable to come in to the gym to sign forms and was continuing to be charged. I got a text message from ******* about my overdue balance which I responded to on September 27th asking AGAIN for my membership to be cancelled. I even said I was willing to pay the 30 days notice and the cancellation fee AGAIN but I did not receive a response. I spoke with ******* again today, and he clearly stated "yes that was me and I should have responded." When I asked him why I was being punished when he clearly stated he didn't do his job he was rude, demeaning, and incredibly unhelpful. My account is now with collections and saying I owe $1300. I did my due diligence and actively tried to cancel my membership, however this company is all ****** and tried to keep my money by ignoring me. AGAIN I am willing to pay the 30 days notice and the cancellation fee that I would have had to pay should anyone at this company bothered to respond to me. If someone would respond to me ASAP to get this sorted out I would greatly appreciate it.

    • Initial Complaint

      Date:21/11/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back in March I changed my auto payment to a **** because my Mastercard was Changing to a different company. I received confirmation and still have the email this was completed back in March 2022. The payment did continue to come out until this month and they gave me motivation now it won't go through and I didn't even realize this happened. Also, I have been trying to expire the since then. They do not respond to any request, but I got a email and text this morning and I tried again to reach out no response. It is like impossible to deal with this company. I have my membership paid by my company in the end so this is not a money thing. It is almost like there is absolutely no customer service and what they do eventually do it not correct. My gym closed and the the one they sent me to after that closed as well so now the travel time is just not worth it to keep this going. I have had this membership under spa lady and they have switched the name of this as well.

    • Initial Complaint

      Date:02/11/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 4th 2022 I was hit by a car, I contacted my gym stating that I would not be able to use my membership due to the incident. I was told via email on April 11th 2022 by *************************** that my account would be frozen until I was able to make an appointment with my family doctor. On April 25th I was released from hospital due to complications from the accident and sent ****** the letter I received on April 14th, at this time I became aware that funds were still being taken from my account, and that my membership was never frozen on April 11th. And that the money I had prepaid on my account was taken and charges began to be taken from my account. I called the gym and asked to speak to a manager regarding this, and was told they would call me back. This never occurred and after calling again I was told that the manager was away, and they did not know when she would be back. On May 3rd I received another email from ****** simply saying "please sign and return" of a form which I did. I requested that the funds taken from my accounts be used to close my account because I did not wish to return due to the treatment I received, and was told over the phone "not to worry". Today November 1st I received a text from someone named ***, that my account has an outstanding balance, at 10:10 am I called to explain the situation I was yelled at by the associate and told to stop talking, that I was not telling the truth and would not allow me to speak. I then ended that call, I would not tolerate being spoken to in such a manor, and did not want to continue to try talking over him. I called *********** at Calgary place, and again was told that what I was saying was not true, I now have to pay another ****** to cancel, even though now with my disability I am not able to access the gym, and the funds I prepaid were taken and I was charged after being told my account was frozen. I either want my money back that was taken so I can pay, or the funds be used to close the account.

    • Initial Complaint

      Date:31/08/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Thursday August 25th I arranged a contract with my trainer in regards to starting a plan beginning on September 15th in which she emailed member services to ensure payment would not be taken from my account. I look at my bank account September 25th and money has been withdrawn and put me in my overdraft. Since then both her and the manager of the ********* location have reached out to member services multiple times with no response. Taking that large of a sum out of someones account when arranged other wise is bad business, not to mention not responding to your own internal emails. Not only has this put me in a difficult financial situation this has left a bad taste in my mouth. I want to train and continue my services but as stated this was not within my financials means until September 15th.

      Business Response

      Date: 13/09/2022

      Our understanding is that we resolved the members issue and she would have withdrawn this BBB complaint last night (Tuesday, Sept 6, 2022).

       

      Thank you,

    • Initial Complaint

      Date:25/07/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had signed up at Edgemont ******* location exclusively to play squash at the club. During the pandemic, ******* decided to close this location, which also happened to be the only facility with squash courts. Upon hearing of this news, I went to ******* to end this membership as there was no use for me for this membership and I do not and did not use any of the other services provided by *******. Instead of agreeing to end the membership because ******* was the one to close down the Edgemont club, they moved my designated club to the North Hill ******* location, which does not offer squash (no other ************ in Calgary offers squash). How does it make sense to force a customer to pay for a service the company doesnt offer any longer and offering no way to the customer to end the membership? If ******* Edgemont location was still open, I would have happily abided to the membership terms, but ******* was the one who failed to abide by the terms and shifted the blame to the customer. It has been over a year since I have been trying to reason with this company to end my membership because ******* backed out of the agreement and have had no avail. * **** **** ****** *** ******* *** **** **** ******** ** *** ***** **** ****** Please assist us in bringing justice to the customers as this type of unethical business practice should not be allowed to continue.

      Business Response

      Date: 25/07/2022

      Dear *****

      Your membership agreement was transferred to the North Hill location when the Edgemont location closed in accordance with your membership agreement. Your agreement also outlines that from time to time some services may change and that you were still within your initial agreement term. We can see that youve had conversations with the office and the club and weve assisted you with cancelling your membership using the Early Cancellation Fee that has allowed you to exit your agreement early.

      Best *********************************** ****** Services

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