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

  11611 E. Sahuaro Drive Scottsdale, AZ 85259-3163

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  Mountainside Fitness

  1920 S. Alma School Road Chandler, AZ 85248

• 

  Mountainside Fitness

  3345 S. Val Vista Drive Gilbert, AZ 85296

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  Mountainside Fitness

  9745 W. Happy Valley Road Peoria, AZ 85383

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:08/26/2024

  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 was/am a member of Mountainside Fitness, and as of February 8th, I signed my contract for enlistment into the military. I had spoken with Mountainside Fitness location (**************************************) and let them know and they let me know my membership would be cancelled. I shipped out of ******* on 3/12/2024 and was without a phone for 3 months in ******** before moving to another military school in ********. I have been here since and currently reside here. I have been receiving emails about collection attempts and have called multiple times to the location and let me know if have to come in but understand I am not in the state to do that, which Ive let them know. I advised them that I would not be able to but my account was supposed to be cancelled in February. I was told they didnt complete the cancellation properly and Id have to come in. I then started to call the number for billing in the emails to which it continuously went to voicemail with no retiurned calls. I had then decided to reply to the email which I got a response that way which stated Hi ******* ! I am sorry we have not been able to connect! I will reach out today after 2:30 ??*************************????Billing Assistant **************************************** p: ************ fax: ************ ******************** Ste. 235 | ******************** I asked for it to be after 2:30 PM as I am 3 hours ahead of Arizona time zone. I had never received a call from her and again waited. I received another email today, stating that I have a past due balance for my membership. I finally called the corporate office directly, the receptionist sent me to voicemail. I called back immediately and she hand delivered a message to billing department l. I.E *****.We spoke and she let me know I need to come in or send a certified letter but will only do that once I pay the $39.95 from July, which I havent been in the state and have been attempting to cancel still, after the error on their end. Please help.

• Initial Complaint

  Date:08/15/2024

  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 was in **********. AZ from June 2nd to June 28 for a school. I wanted to use the gym while I was there and I got a membership with Mountainside Fitness; thr Tempe, ** location. I called to cancel on the 28th before I left town and the representative at the ***** location told me they can't cancel over the phone, by company policy. It had to be done in person. I was told, however, that thr person I needed to speak with was not in at that time. I could not stay and wait for the man to show up because I had to get back on the road to go home. I do not live in *******. I cannot travel back to AZ just to cancel a gym membership. When I called again thr next day, that is all I was told. And they told me I had to call corporate which was closed on Saturday; the day I called. They would not be open again until Monday which was July 1st. So now they billed me for July. I've been calling and leaving messages for weeks now and nobody ever calls me back. Spoke with the lady (*****) who takes care of it at the end of July and she said she would check into something for me, to see if it could be waived, and call me back. But she never did. I continue to get notices saying they cannot process my membership fee because they keep trying to bill me.When I finally just spoke to ***** again. She said she waived August as a courtesy and could cancel over the phone as a customer service gesture but they cannot waive the July payment. I asked why I should pay for a month of service that I wasn't even in the state and she said because it's not based on usage. As I explained to her. I was trying to cancel in person but was told the guy was not there and I could not sit around and wait for him because I was on a schedule to get back home. Also, that I've been calling for 6 weeks, whenever, I could, and nobody ever called me back. She repeated that they have to process July and if I don't take care of it I will get billed for September, also and missed payments will go to collections.

• Initial Complaint

  Date:08/14/2024

  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.

  We were visiting ********** for a month during the summer of 2024. My wife wanted a 1 month membership at this business. She was told only auto renewing month to month but could do a month and cancel. She said sign me up and paid $48 for one month. At no time did they provide her with a cancellation form. They CLEARLY knew she wanted ONLY ONE MONTH and failed to provide her the form to cancel. They charged our credit card for an additional month. After calling and speaking to *** (who was smug and rude) at their Talking Stick location and ***** in corporate billing, they refuse to refund the $48 they charged us on August 3 which was 2 weeks after we returned to **. Ever her address on the enrollment forms have our NC address. This business offers a first month free but being ethical people we knew it was wrong to go that route. All we want is the $48 charged August 3 refunded.

• Initial Complaint

  Date:07/08/2024

  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 sent a certified letter, as instructed by the Mountainside website that was received and signed for on May 08, 2024. They have continued to charge me as a member since receiving the letter. Below I've attached a copy of the letter that I sent to them, the proof that they received it along with the date and signature of the receiving agent and the unapproved charges following reception of the letter. I currently live over ***** miles from the club now and have no reasonable way to go in and resolve this issue., I've done what I was instructed to do and am still being charged. I would like a full refund of the money they've illegally taken from me.

• Initial Complaint

  Date:07/05/2024

  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.

  I joined Moutainside Fitness and went into Gym today, July 5 2024 to cancel my membership. Mountainside requires 30 day notice so my membership would be done on August 5 2024. I was advised by the manager ****** that when I joined Mountainside they collect two fees, one for your last month and one for the starting month. I asked ****** if they could please credit back the amount collected for last month since it will end on August the 5th. ****** stated that is not Mountainside's policy for they bill at the first of the month but I am free to use the gym until the end of August. I advised ******** did not want to use the gym which is why I am cancelling and I do not see anywhere on the agreement where it states what she is saying. She said, "Read the Fine Print" I have went over the attached contract and only see the 30 day notice. I gave 30 days and would like my account to be reimbursed for the remaining days August 6th to August 31st

• Initial Complaint

  Date:06/25/2024

  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 cancelled my membership in person around October/November of ******************************************************* When I cancelled the front desk refused to have me cancel and told me to contact the corporate. I called several times with no answer. I eventually went back and asked to speak to a manager - the manager never showed up. I requested to cancel and was told that my membership had been cancelled. To my dismay over the next couple of months I would be living in h*** with charges being taken away from my account, even though I was told it was cancelled. I instantly called my bank and they ended up filing a dispute and issuing me a new virtual card and physical card due to nearly $100+ being taken from my account. When I contacted them, I still never received an answer or explanation to this, the lady told me to show up in person. Which at this point I had already done and did not want to go back due to the same guest still being a member there who exposed themselves to me. I ended up losing the dispute because Mountainside never provided me with any paperwork (sketchy)May 2024 - I wake up to ****** being charged to my account months later after not even having any contact with them. I immediately contacted the financial department and told her everything, she only offered to issue me a refund in full for the ****** - we had several emails and finally I was told they cancelled it after 5 months! Even though I cancelled months ago. I only received a refund of 129 and not the full refund, I sent an email and never received a response. They never gave me my money back for the initial charges and the overall charges that are now in an appeal case is $300+ from October - December including the additional ******! I still have yet to hear from anyone, when a business makes a mistake and fails to provide paperwork and refuse cancellation all while still taking funds for services not used that is FRAUD.

• Initial Complaint

  Date:05/10/2024

  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 tried canceling my membership when I moved out of state and they refused to let me do it over the phone or email. They said I had to come in person. I explained I couldnt fly across the state to come to their gym. They proceeded to ask me if I had a friend who still lived in the state that would go in and cancel for me. I couldnt find anyone in the state to cancel for me and now they sent me to collections for payments. My card must of eventually expired but Mountainside refused to stop charging me even after I explained my situation. They expected me to buy an expensive plane ticket to come to ******* to cancel the membership. I couldnt take the time off or afford to buy tickets for me and my 3 children, who I couldnt leave in ******* by themselves. I feel I was mistreated and taken advantage of being a single mom with minimal resources. Now I have a lawyer calling me to pay them more money since my card eventually expired and they wanted to keep charging me.

• Initial Complaint

  Date:05/04/2024

  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 joined Mountainside Fitness January , 2023, with the understanding that it was a month to month cost of estimate $45.00 per month. When I finally was able to work fitness time into my schedule I began using the facility 3/23. I had a history of two previous meniscus surgeries of my right knee. My first session I spoke to the Personal Training manager stating I wanted to meet with someone to advise me of a training routine that would improve my physical condition not due any harm. I was told that they had a trainer that also had recovered from a knee injury , would be a good fit. I was asked how many times a week plan I wanted, and my understanding was it was also a month per month . The cost was shown on the plaque to be set. $285. The trainer turned out to be a very young boy , that I learned in speaking with him , had no more than some on -line study and an exam to qualify as a personal trainer. He recommended a session of fitness and a session of "stretch fit". After several sessions of the stretch fit i experienced tightness and burning pain in both legs. I passed on strretch fit sessions and used the equuipment instead. Days I didnt go to the club because of this. It made going to work and performing my job difficult. When I mentioned this one day at the desk . The symptoms continued , so I quit attending. I saw my Primary Physican , wsa told to discontinue the club and was prescribed Physical Therapy. I was also seen by a pain Dr for possible sciatica. It was several months before i returned to normal. Second issue, I went to the club May 3, and requested a suspension as we leave the state for the summer. I requested until mid Nov. My understanding was that I signed an agreement to September and it would be extended until we returned as there was no way I was going to be able to use the club, ************************************************************************ Sept. My PT was actually a 3 month contract. I was billed over $3200.

• Initial Complaint

  Date:04/22/2024

  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.

  From the start we had billing issues. We got our pass three days before a new month, they demanded another month on the first. We were told theyd fix it and call us. They never did. So that entire month was wasted. Then we stopped going because of the issues. They then demanded half of the passed due and said they would credit February. We went in and paid it. They never credited February so every time we went in there they told us it was passed due. We ended up canceling in person. We moved to ****** in march and they charged our card another $180. We overpaid by $300 for a gym membership we cancelled and could never even use.

• Initial Complaint

  Date:04/16/2024

  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.

  I have spent 3 months trying to cancel my mountainside fitness account and being continuously charged. In December of 2023 instead of canceling my account I was put on a hold. I tried multiple attempts to cancel my account in that time. I was told I need to come in person. I came in person twice once in February and in March to cancel and there was not a manager there. I was told to use the mountainside portal to cancel and ask for refund on charged amount. I did so and was not given a response. Another time I called I was given the wrong number to the corporate offic. Im now being told I need to use a certified letter to the corporate office to cancel the account. I have disputed initial March charge monthly charge with my credit card company. They are still wanting to give me pending charges for ****** I need all pending charges dropped and account closed.