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Business Profile

Exercise Programs

Mountainside Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

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

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Mountainside Fitness has 19 locations, listed below.

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    Customer Complaints Summary

    • 71 total complaints in the last 3 years.
    • 25 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/23/2024

      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.
      5/18/23 I have a letter from my physician taking me out of the gym from 5/16/23-7/6/23. Then I was extended from 7/6/23 to TBD after my spinal injections. Mountainside fitness continued to charge my credit card $260.00 a month 7/3/23, 8/3/23, and 9/3/23. Mountainside has continued to charge me $43.50 a month to this very day for the monthly membership. I feel this was not explained clearly. If I am unable to attend the gym why would I continue to pay? I have email documentation and so do they. I do not feel the need to include it in this complaint. They have it and they know what they did.

    • Initial Complaint

      Date:01/17/2024

      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.
      We had a family membership when my wife was diagnosed with breast cancer. After a double mastectomy I went into the gym in January 2023 to cancel for medical reasons. I got no documentation, they asked me to sign on a digital device, similar to sign up. 12 months later when we are out of money due to medical bills I realize I was still being charged 12 months later. I went in to cancel, no compassion or exceptions for our situation. I explained I already cancelled and they stated they have no record. I want a full 12 month refund.

    • Initial Complaint

      Date:01/17/2024

      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.
      Hi! I signed up at Mountainside Fitness without any issues, but when I tried to cancel at my branch, I was told that since I was no longer living in **, I had to mail a letter to the corporate office, which I did back in July 2023, but they are still charging my credit card, and if you read the reviews on ******* you'll see that this seems to be their standard practice. Please help us!!

    • Initial Complaint

      Date:01/11/2024

      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.
      I have been a mountainside customer for a year plus. In this timeframe I utilized the childcare facility. Upon my last visit from today, I had my children in the childcare facility w my eldest son which is a member. I dropped them off and they called him telling him they would call the cops if I wasnt there. I was next sore buying some vitamins and other stuff for my son and I and I immediately came back. The elderly lady was the one in the front and child care facility said she was nesey and apologized. Well I then came in after to address freeze on the account and sign document. Today January 10,2024 was the first day in and had a discussion with ****** about he freeze. She mentioned it wasnt her and for me to speak with the ** about it. My number also wasnt correct to which prior to today was so I am assuming clerk got busy and either did not freeze and or made clerical error. Once finished with my workout I went to check on my son and the ** came in to speak w me in her office. I agreed and I told her the above. When she said there was nothing I can do about it I stood up and said I was going to file a BBB for this issue and she said she was going to cancel my membership, then went on stating the childcare staff was intimidated by me. I at that time was thrown back(I also have a recording of this) I was holding my sone because instead of her finding me before I got my son and her office is full of none kid friendly things. Long story short I would like a refund from when I signed the freeze for 6months for special occasions. I also can not believe no one called me about this matter and I allowed them to watch my child I feel so unsafe for my kids to attend childcare for they, with there HighSchool mentality could harm my child since I intimidate them. I am really in awe in writing this and hope higher management can address this issue. My only thought is my ethnic background Hispanic. Im so saddened to have this happen today and no one has addressed me.

    • Initial Complaint

      Date:12/27/2023

      Type:Sales and Advertising 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.
      We had a hospitalization between October 2022 and Feb 2023. The gym kept charging us for these sessions. We asked them to stop these personal training sessions that cost $265 a month. They said we can bank them and use them later and pause these sessions as they stand. They still charged us in March even though we asked them to stop. They paused them in April and we thought that would be it. They re-started the payments in May and charged us until July when we noticed and filed a second paper asking them to stop payments. They refuse to repay us the $1060 charged in excess and expect us to use sessions that we cannot physically do. I just do not understand how we are paying for sessions we cannot use. Also how did they restart their services after a medical pause is beyond me.

    • Initial Complaint

      Date:12/08/2023

      Type:Order 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.
      Mountainside Employee ********************* charged my account $22.50 for a day pass without my notice or authorization. I will be on a medical leave and cancelled and I told her I would return after my Dr. ********* I have until the end of the month until my membership cancels but probably will not use the facility She saw me in person yesterday and didn't mention anything, but sent me an email that she charged my account. This charge is unauthorized. Please refund the unauthorized charge and remove my credit card on file. I don't know how many times she has charged my account but I do not trust her.

    • Initial Complaint

      Date:11/30/2023

      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.
      I opened a memembership before covid. After covid I got charged multiple times for My membership. One day I got charged multiple times $600 total. I called My bank and cancel any charges from this company. I sent a letter to cancel my membership. a few months later I got charged account with a different name but still Mountain fitness on the end. I went to cancel again. I got charged again different name. Finally after dealing with them for 3 years and cancelling my card. now I got a collection for $289 and they did messed up my credit really bad. This people keep stealing money. I already sent emails and complained but nothing is been done. They keep saying I didnt canceled when I did. im tired of this, I just want them to please stop bothering me. They have steal enough money from people. Is Enough

    • Initial Complaint

      Date:11/24/2023

      Type:Order 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 July 7 I signed a contract for personal training through mountainside fitness with the personal training manager, ******, at the *********** location in ******* *******. This contract entailed 8 sessions per month for a duration of 3 months. I wasn't too sure of this arrangement because 328 a month is very pricey but ****** assured me that was the cheapest and simplest option. However upon looking in the web page I realized they had an option for paying per session instead of a contract of that kind. This was the first instance where I felt like I couldn't trust the business but this only gets worse.They assigned me a personal trainer, ******. He made it clear he wasn't too happy with me as client because I wasn't fit enough, he did not take our sessions seriously and said he went to *** to work with athletes. The reason why I wanted personal training in the first place is because I needed motivation to get back into it not because I didn't know how to workout. I had been working out for years and recently fell out of it. After this happened he started canceling all of our sessions and one time he didn't bother canceling, just didn't show up and stopped responding to me. I never heard back from anyone in else. I then messaged ****** and made my wishes about canceling the contact clear but in his messages he was trying to get me to continue with the services instead of informing me I needed to go in to cancel in person. This is was not a related to me until October after I had been charged 3 times.In October I specifically asked what I needed to do to cancel because I really did not want to be charged again and they did not respond till after I was charged. I was charged for 28 sessions of which I only received 3. After this ordeal I think it's understandable why even if they say I can still claim my sessions I am not interested whatsoever, I only want a refund. Also I do not know want to pay 20% because I did not default in the contract, they did.

    • Initial Complaint

      Date:11/23/2023

      Type:Order 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.
      February 2023 I called my local Mountainside Fitness to cancel my membership because I was moving to a state that doesn't have Mountainside Fitness. I was told I needed to stop at the location to let them know. When I visited, they took my name, phone number, and membership# and said I was good to go.Fast forward November 22, 2023 I called because I realized I was still being changed after February. They told me the only way to cancel is signing a cancellation form. Not once was I told of the cancellation form until now. I asked why I wasn't told about the cancellation form when I stopped in and all I was told is everyone who works there now knows there's a form. They did offer to cancel via email, which worked for me but I was told they can't do anything about refunding my money. I was under the impression that I had already cancelled. I thought everything was done when I was told everything will be taken care of. Yet, here I am.

    • Initial Complaint

      Date:10/02/2023

      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 have been a member of this gym since 2020 with no issues, however in January of 2023 I had my first born child, and unfortunately all the Mountainside locations are too far from my house, so I ended up joining another gym across the street from my house so that I am more readily available in case of emergency.I stopped going to Mountainside fitness around January, and quite frankly forgot I was still paying for my membership until I consolidated my bank accounts , one of which was linked as payment to Mountainside fitness. After a single payment lapsed and mountainside fitness had contacted me, I requested to cancel my membership since I haven't used it all year, but I was told that I would have to still pay my past due, even after mentioning all the months of unused service I had paid for. And to cancel the membership, I have to drive to one of their locations and/or send a certified letter to their corporate office. Both of these options are painstakingly outdated, and inconvenient by design. So my membership is still active after repeatedly asking that they cancel my unused service. And they refuse to cancel and are now threatening to send me to collections. Cancelling a gym membership should not be this difficult, and should be illegal if you ask me. I just want them to cancel my membership and waive the $35 fee. They collected hundreds dollars from me on unused services, if anything I should be refunded.

    Mountainside Fitness is NOT a BBB Accredited Business.

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