Complaints

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

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HER GYMVMT has 18 locations, listed below.

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  HER GYMVMT

  Calgary, AB T2H 2V6

• 

  HER GYMVMT (Northgate)

  2010 9499 137 Ave Edmonton, AB T5E 5R8

• 

  HER GYMVMT (Canyon Meadows)

  158 13226 Macleod Trail S Calgary, AB T2J 7E5

• 

  HER GYMVMT (Beacon Heights)

  600 12024 Sarcee Trail NW Calgary, AB T3R 0J1

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  HER GYMVMT

  12660 137 Ave Edmonton, AB T5L 0X5

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.

• Initial Complaint

  Date:12/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 tried to cancel my membership via email/ give notice that I no longer wanted them to take out the *** payment but they said I needed to come into the gym to provide notice, I gave them written notice and they kept charging me fees. On march *** they started I needed to pay the outstanding fees within **days otherwise it would be sent to a collection agency which would make the deadline April **** but as of march 12th they had already sent it to a collection agency!

• Initial Complaint

  Date:11/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Related Business : HER GYMVMT ************** Beacon Heights, ******* Date of Transaction : 11th July 2023 Dispute Related to : GYM ******ship Freeze due to a medical reason What did the business promise/commit? : A medical note submitted at the time of the initial requested date (11th July 2023) was valid until further notice. This was acknowledged and signed by their staff under "Freeze End Date" Dispute : On 11th July 2023, ******************************************* (****** ID : ********** requested HERGYMVMT to freeze her gym membership by providing a valid medical note as requested by the club. Upon reviewing the medical note, the club acknowledged and issued a ******ship Freeze acknowledgement that had a membership freeze end date as "Further Notice" (The same is attached as a proof to this complaint). At that time, HERGYMVMT did not request/notify ******************************************* that a subsequent medical note was required after 6 months in order to extend the membership freeze. Starting February 2024, HERGYMVMT started billing the member on a regular basis. When this was brought to the attention of the ****** services team of HERGYMVT, ********** was told to get a new medical note (Although the previous medical note clearly stated it was valid until further notice). Upon further questioning the membership services team, ********** was informed that the membership freeze was applicable only for 6 months and a subsequent doctor's note is required in order to extend the same. However this information contradicts to the waiver of liability issued by HERGYMVMT which clearly says membership freeze is applicable until further notice. When the matter was questioned further, HERGYMVMT admitted that the "Freeze End Date" was misrepresented/miscommunicated by their team but can't rectify the mistake they did from their end. They still continue to demand a new medical note from the doctor in order to extend the membership freeze and is reluctant to reimburse the charges they levied starting February 2024. Resolution Requested : ********** has already submitted a valid medical note 6 months ago and the same should be used to extend the membership freeze until further notice as indicated on the Waiver by the HERGYMVT staff. Their standard policy guideline of 6 months to freeze the membership no longer applies in this case due to the misrepresentation/false promise made by the staff. As of this date, ********** is already billed for 3 cycles of membership fees starting Feburary 2024 and the same shuould be reimbursed to the original mode of payment (Not gym credits) immediately. Furthermore, the freeze on **********'s membership account should be extended for another 6 months without charging the member any additional fee and a new medical note.

• Initial Complaint

  Date:23/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Late 2022 I attended a class where my safety was compromised by an instructor. I was dizzy and nauseated and was returning my equipment toward the end of the group class I was attending. The instructor insisted I return my equipment back to my station despite my informing her I was unwell. I have seen people return equipment prior to the end odlf class and never have I heard, been told, or seen anyone indicate returning equipment during class is not allowed. I am wanting to discontinue my membership without penalty. I have left messages for the manager 4 times, weeks apart. I emailed on the site last week. I have heard nothing. If this falls under complaint please let me know and I will ammendment my approacg

  Customer Answer

  Date: 23/03/2023

  Sorry about the confusion.  Please proceed with my original email

   

   

  Thank you

• Initial Complaint

  Date:01/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 with her gym movement on February 25 2022. I signed the contracts agreeing to biweekly payments. Fast forward a month and no payments were taken out of my account, so 2 missed payments. I didnt think anything of it maybe a delay since I just started. I continued going to the gym for another week, the people at the front desk never mentioned I had overdue payments. I called my bank thinking they might have flagged the payments. they informed me there was nothing from her gym movement and it was the gyms error rather than the banks. so I stopped going, something didnt see right. I never received any calls or emails regarding anything from the gym On august 30th I received a letter in the mail. Letter saying I owe $553.71 and if not paid it would go to 3rd party collections.On sept 1st I called her gym movement ~ spoke with *******. He informed me my banking was cancelled thats incorrect since I use the bank account daily. I also stated that I called the bank and nothing was going on on their end. He read out all my info, everything was correct. He said they tried to contact me, yet I have no emails no missed calls nothing first time hearing from them was when I received the letter in the mail on august 30th. He proceeded to inform me that instead of owing $553.71 I could pay a cancellation fee of $****** and a guarantee it wouldnt go to collections. I agreed and paid the amount. the phone call took place at 930am. It is currently almost 11am and ******* still has yet to send the receipt of payment. ******* was rude and condescending saying this was all my fault and that I should have called the gym myself to fix this error. This is not right as it was not my fault the biweekly payments werent going through. Id like a refund for the ****** I spent on the cancellation fee. Her gym movement should have contacted me regarding the payment errors so I could have resolved them.

  Business Response

  Date: 01/09/2022

  Dear *****,
  
  You enrolled on a 12 Month Membership Agreement in February 2022. Your banking information was successfully billed for a few payments however your bank began to decline the charges. Its your responsibility to ensure that you are making payments for your membership agreement. Your email address on your membership was also bounced back as invalid. Were thankful that you were able to receive our letter so that you were able to contact our office to help make a decision regarding your membership, as given that you were still in a 12 month term you still needed to make payment for your account that was past due.
  
  As ******* offered you an option of instead of paying the full balance up to date as well as the full remaining balance of your agreement,you could use the Early Cancellation Fee to exit your agreement early. As this fee was required to cancel your membership, its non-refundable.
  
  Best *********************************** ****** Services