Complaints

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

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Mountainside Fitness has 19 locations, listed below.

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  Mountainside Fitness

  7135 E Camelback Rd Ste 235 Scottsdale, AZ 85251-1286

• 

  Mountainside Fitness

  1253 N. Greenfield Road Mesa, AZ 85233

• 

  Mountainside Fitness

  2655 W. Carefree Highway Carefree, AZ 85085

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  Mountainside Fitness

  4820 E Ray Rd Phoenix, AZ 85044-6402

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  Mountainside Fitness

  300 E Rio Salado Pkwy Tempe, AZ 85281-0800

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:06/10/2025

  Type:Order 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.

  On 4/10/25 I visited the gym to cancel my membership with a representative there. They informed me I would still be billed in May and then the cancellation would be processed and no further charges would happen after May. The gym continues to charge me and wont cancel the membership. I told them I wouldn't be in town for another 6 months and they try to tell me to go back to the gym, which I cannot. I even sent an email to the cancellation department per the contract that states an email can be sent to **************************************** and they are still not canceling this. They are now attempting to send a bill for July as well. I want this gym to cancel the membership as of 4/10/25 since I already paid them the last month dues in May!

• Initial Complaint

  Date:06/07/2025

  Type:Product 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 am submitting this complaint regarding Mountainside Fitness ************** due to a persistent lack of response and failure to address ongoing service related concerns.The steam room at this location has been out of order for an extended period of time, with no prior notice provided to members and no visible signage indicating its status. I attempted to contact the company through multiple channels, including several direct emails and contact form submissions via their website, but have received no acknowledgment or follow-up from any representative.On 06/07/2025 I contacted the facility by phone and confirmed with a staff member that the steam room remains out of service, with no estimated timeline for repair and no communication from management. I have submitted multiple requests to be removed from promotional email communications. Despite these requests and repeated attempts to unsubscribe, I continue to receive marketing emails, which may constitute a violation of federal email compliance regulations.Under the terms of their membership agreement, Mountainside Fitness reserves the right to modify facility operations; however, members have a reasonable expectation that core amenities advertised as part of the membership such as the steam room will be functional or that service disruptions will be communicated in a timely manner. Their ongoing failure to provide either constitutes a failure to uphold the basic standards of service outlined in the ************ efforts to obtain a resolution directly have been ignored entirely. I am submitting this complaint to confirm receival of my complaints and a formal response and acknowledgment, as all attempts to resolve the matter through standard customer service channels have failed.

• Initial Complaint

  Date:06/04/2025

  Type:Product 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 signed up for a membership and then I realized that I can get a lower price through my insurance. As a result, I stopped by and informed the General Manager of the store who asked me to email him the details. I did so and now I realized that for the past 8 months, Mountainside has been charging me $39.95 every month, even though I am paying this membership through ************* so I have been charged twice. I asked for a refund since I just followed the steps that their store manager asked me to follow (I showed them the email conversation with the manager that proves my point, too). Unfortunately, they declined to refund me because they said I should have signed a form (which the manager never asked me to) and the manager is no longer with the company so they do not honor his commitment to me. This is extremely frustrating and terrible business practice. I ask for refund for these 8 months I was charged twice because I followed their manager's advice on what to do.

• Initial Complaint

  Date:06/04/2025

  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 signed up for membership in February. I was billed an annual fee in June. I was not contacted regarding this and was unaware that an annual fee would be charged after 4 months. I called to have this fee reversed and to cancel. They refused. I think if a company is going to charge you an annual fee it should be when the first year ends. They also make you go in person to cancel. It is hard to get there sometimes, hence why I wanted to cancel. Terrible company. Dont join, there are better gyms out there.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair 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 went to Mountainside fitness located on ********* in ********, today 05 30 25. I was going to look into becoming a member. My membership was soley based on having a place to open my laptop after working out and having a place to sit around for about an hour before leaving to my office. I asked the front desk person and they said we dont have a business center but we do have a theater office space located about 20 yards from the front desk. I said I am going to look at it. This will be the sole decision for me whether I purchase a membership. About half way there 10 yards they asked if I was a member and I responded no. They said you cant look unless your a member or you feel out an information card. I turned around and wrote down my name and number and said I just want to look at this space as I handed him my information card back. The employee then stated I cant see the theatre room unless I completely fill out the card. I told him never mind please give me the card with my personal information back. This is when the employee became totally aggressive to me and started to come around to confront me on how this card with my information would not leave the building. He then took the card with my information and handed it to another employee and again said this card will not leave this building. I expressed how unprofessional and horrible this service was and both employees chimed in on how it is not bad service. I will quote some of the state laws that were broken on a state level for not returning my information. * Right to know:Consumers have the right to know what information is being collected about them and how it is being used.?* Right to access:Consumers can access their personal information and request corrections.?* Right to opt-out:Consumers can opt out of certain data collection and sharing practices.?* Right to delete:Consumers can request the deletion of their personal information.?This is an unacceptable business practice!

• Initial Complaint

  Date:04/19/2025

  Type:Product 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.

  After canceling my membership by mail in September 2024, they continue to charge me. I canceled the credit card, but they keep adding onto the account and say they require me to visit in person to cancel. I get calls and emails constantly and they tried to sign me up for new personal training sessions April 2025 to charge as well.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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've been a loyal member of this gym for 10+ yrs. A few years ago I signed my 12 y/o son up as well. He lost interest. I called to cancel his portion of the membership and they said I had to come cancel in person which I did. The young lady at the desk assured me his portion was cancelled and my card would be charged for his final payment - no problem. Several months later I started receiving a slew of calls (several a day) demanding payment for his continued membership - I shared that I cancelled the membership, in person, and would not be paying additional fees for their mistake. They continued to harass, went silent and then I got a collection call from ***************************. I called immediately and they said they could not speak with me because I'm not the responsible party. My son was 12 at the time, has no idea this is even happening and is certainly not the responsible party. I asked who the responsible party might be and they refused to give me an answer and said they could not talk with me any further as I was not the responsible party. I then immediately called the Scottsdale Mountainside Location and spoke ****** in membership services. He said he would settle the dispute for $85 which I refused on principle. I asked to speak to his manager and he said he was unwilling to talk (**** ********) and would just say the same thing he did. I then called Corporate but received no answer. This needs to be stopped as I am sure they are doing it to other people as well.

• Initial Complaint

  Date:04/09/2025

  Type:Product 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 signed up for a membership with this gym on 1/22/25 and paid fees in the total of $73.85. When signing up I was informed that if my membership was cancelled within 30 days that the fees would be fully refunded to me. I cancelled my membership on 2/18/25 and was told I would be receiving my refund within 7-10 business days. As of today's date 4/9/25 I have not received my refund. I have contacted them multiple times, each time they have offered to escalate it to corporate and would give me a call back. I have not received any callbacks.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair 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.

  They have charged me incorrectly every month since I have singed up and I have tried to cancel my membership twice but they won't let me.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair 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.

  So recently, at mountside approximately 2 months ago, there was an incident look I'm a grown man. I don't need high school behavior by one of the managers. This place WAS good. This has definitely been a disappointment from people who are supposed to be professional. THERES 2 SIDES TOO THE ****** No worries, I will be calling coparate. I thought this place was different than planet fitness. I thought this situation was done, but you guys are still talking about me behind back. I guess I will be contacting ********. I read the other reviews. Obviously, people are still playing high school games. Also, the person that caused this if you can't handle people being nice to you get a home gym. I did nothing to you and told your wannabe bodybuilding friends and a muscular manager to follow me around in the gym like I'm a criminal. I'm far from feeling safe. I don't date old people. I never hit on this person anyway. I told them my weight loss story. The person told me about themselves too. This is so pathetic. People LAUGH at this behavior. You're not a victim of this situation. I did nothing wrong that this person needs to get over themselves. It's typical liberal stuff. Don't tell someone you're not being bothered and then go tell staff the next day...childish. please go get membership at planet fitness they condone childish liberal behavior. I spoke to the district manager, which went nowhere. i thought at first, but he lies i cant trust him. I'm tired of fighting evil people selfish people. I'm still going to be me nice and respectful to people. And, I will be going back to ** again because I'm not going to let selfish people win. I hope the owner has seen this. If you're new there you will get a lot of rude people and if you're a man the staff will treat you like you're crimnal. The district manager said he looked on the camera footage. I asked what the body builder looked like that was harassing me. He did even know what he was looking at, and he called me a liar.