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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2023

      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.
      Have never even been in one, tried cancelling once charges occurred. Was told in person or speak with bank by multiple employees when calling. They dont mention there still charging you 3 years later and will need full amount paid and still billing, cannot cancel till full amount paid. Apparently will send to collections and ruin my credit if not already is. Was told years ago by employee has nothing to do with credit and if can not make payment mean no access to gym. Completely feel scammed robbed and used by this company. Would prefer not to use legal help and just get this taken care or the right way.

    • Initial Complaint

      Date:04/02/2023

      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 have canceled my personal training 2 times now and Mountainside Fitness keeps charging my card. They even charged my card for childcare that was supposed to be free for one month. I have now canceled everything including my membership and I was again just now charged for training. They wont stop charging my card and have no authorization to keep charging. This is fraud.

    • Initial Complaint

      Date:03/07/2023

      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.
      I received a call from *************************** on March 6, 2023, demanding money for for something I had believed had been cancelled long ago. She said that Mountainside had been charging a card for the past months.Details of conversation are as follows:Extremely rude.Unhelpful, not knowledgeable.I asked for the district managers number, she referred me to corporate. I asked for the ****** location manager, ****** said she was not at the club.CANCEL MY MEMBERSHIP IMMEDIATLEY. SEND ME A FINAL BILL FOR 2023. ANSWER MY MAIL, ANSWER THE BBB COMPLAINT, AND ANSWER THE SOCIAL MEDIA REVIEWS.

    • Initial Complaint

      Date:02/28/2023

      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.
      I used this gym for a couple weeks while I was on Christmas leave from my duty station. This is back in 2021. I was recalled from leave, went back to *************** **, and immediately deployed to ****. Since I left town in a hurry, I did not cancel my membership in person. They later insisted I had to send a letter in order to cancel it, and of course they claim they never received it. This company refuses to allow me to cancel my membership, to this day. They constantly harass me for more money and late fees, years later.They refuse to provide any documentation that explains their cancellation policy, and they are unable to explain the exact amount I owe, or why I owe it. At this point, Im not sure what to do. This is probably the worst company Ive ever had the displeasure of working with.

    • Initial Complaint

      Date:02/17/2023

      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.
      My contract was for 5 payments at $900. I recently noticed on my card that there was a charge of $1800 from them. I contacted them and heard nothing back. I then noticed multiple charges from that merchant that were not authorized. They charged me an excess $5500 outside of my initial agreement, On the contract- which is completed by them on a computer and then printed and handed to you- the signatures/initials were completed by the sales guy-they stipulate auto renewal without notice- I attached a copy of the contract showing the lines through ******************** and a copy of my license. At the time of enrollment and multiple times throughout my training sessions i notified them I had no interest in renewing. This was for myself and my daughter who was going away for college at the end of June. Ive attached a photo of a text from my trainer at mountain side who acknowledges my ending of personal training sessions. I have tried to contact them and email them multiple times. I have been told they dont/wont discuss billing over the phone. I have requested copies of my billing they have not provided. I am unable to dispute transactions beyond December due to time limitations. I believe their practices to be deceptive and unfair as they have designed a system in which they try to authorize themselves to bill the customer indefinitely without recourse, and then make it extremely difficult for them to cancel or request refunds , or they dont acknowledge the cancellation as a means to earn revenue. They have billed me a total of $10,000 in which $5,500 was not authorized. I would like a full refund from the $5500.

    • Initial Complaint

      Date:02/15/2023

      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.
      Within the past year (early 2022), my wife and I paid in full for a years membership. All fees were included in this payment in full as a bonus to paying in full vs. monthly. We happily paid the amount in full. Our receipt shows our account was paid in full and in good standings. Our club balance was zero.A few days ago, approaching our yearly pre-paid membership end date, we were notified via text we owe an additional ***** new fee that was and was "pushed" forward. At the time of entering in this contract agreement, ****** the gym consultant stated that since were paying in full that all fees were included. That there would be no additional fees. As shown on the attached receipt showing paid in full. Hence the definition of "paying in full", not paying in partial. We have not visited the club since last October as they do not have an easily accessible location to us. We do not wish to continue with our membership nor renewal. I called multiple times, the last representative on the phone stated we could not get out of the contract unless we go in person to close the account and pay membership fees (which all were paid). She stated the account could be conveniently closed if we pay ***** on the phone (for fees we do not owe).These are fraudulent add-on charges that we adamantly do not owe. The phone representative was rude and hung up on us. I do not appreciate being treated poorly. The aforementioned is not a good way to create new business or retain old. I want our account closed and noted as we paid in full in advance, which means paid in full for the year. NO additional funds are due. I would also like an apology for how poorly we are being treated.

    • Initial Complaint

      Date:02/07/2023

      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.
      The ** of the ****** location came to me while working out and informed me my membership would be canceled if I power lifted in my socks again. I said okay and asked her why I was the only one being told this when everyone does it. As I see it daily and people post it across their social media accounts. She stated her boss said to specifically tell me I had to wear them or I was gone. She just kept repeating I would be kicked out if I did it again while I was asking questions and looking for clarification. Disgusted at what just happened and upset I was being singled out, I told her to do what she has to do and turned away. She raised her voice and said thats it were canceling your families membership. When asked why I was told for being rude. I immediately asked for her supervisors information which she refused several times stating Im the boss, but then stated she would call him in her office. Several other members witnessed the discrimination and them singling me out and asked I could forward them her supervisors information. Prior to discussing the incident with her boss/president of operations, I asked him for his information for myself and explained other members wanted it as well to file a complaint. He told me I dont have to give you anything and informed me he always takes the word/side of his ** over a member and didnt care what I had to say. He stated they get to pick and choose their members and I was not good enough or a right fit and I could go open my own gym if I wanted to. After being treated so poorly and told I wasnt good enough, I asked for his supervisors info which he replied Im not a cop and dont have to give you my supervisors information. I again asked and he snapped Im the supervisor and dont have to give you anything. And if I wanted it I could look on the internet. He refused to provide me the information several times before he hung up on me. After leaving VMs with their HR I have yet to speak with anyone.

    • Initial Complaint

      Date:01/06/2023

      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.
      i have been going to mountainside fitness on **** on *************** for over 2 years and i can even explain the trashy customer service with there staff. ******* at me, walking into me, possibly going through my purse and talking with rudeness? seems to be a underlying personal issue going on? this place has no business being in business for people who just want to go exercise? this seems like harassment and needs to be called out! i want all my money back sent in a check form for all the times i e paid to be a member. They can send the check to my *******************************************

    • Initial Complaint

      Date:12/20/2022

      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.
      Our membership ended on January 2022 and we were charged twice in Feb via our credit card. One payment was returned but we are still owed the other to be credited.3-Feb-22CITIBANK CONDITIONAL CREDIT FOR DISPUTE-**** 3-Feb-22ABC*MOUNTAINSIDE FITNE *********** AZ****3-Feb-22ABC*MOUNTAINSIDE FITNE *********** AZ****

    • Initial Complaint

      Date:11/30/2022

      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.
      In the summer of 2022, I made a visit to the ******* Mountainside Fitness. They provided me with a 5 day no obligation trial. I went one time and never returned. However, Mountainside kept phone soliticing me multiple times to join their health club. I was offered a 60 day no cost program with a billing of about $48 per month beginning in Nov. 2022. Unfortunately, they had to have a credit card and billed me $48 immediately in early September 2022. Over the next two months, I never attended their health club one time. I was billed the initial $48 which I was told would not happen.In late October 2022, I sent a text asking them to not bill me or continue the monthly membership as I was not using their health club or would be using it in the future. They billed my credit card anyway. I disputed the charge with my credit card company and did not pay their charge. I also went into their club and signed a cancellation form in early November 2022.(this I never did). I only took a 5 day free trial which I only used one time. During the 5 day "free" trial, I decided not to start a membership with Mountainside Fitness. A successful Mountainside Fitness phone solicitor did finally get me to accept an offer with 60 days no cost and that I would have until 11/22 to cancel my membership. At the end of October, since I never attended their club, I sent a text asking them to cancel my membership late Oct. 2022. They did not. They charged me the $48 for the month of November 2022. I then went to the club and signed a cancellation. Mountainside still continues to try collect the monthly fee. Now they have told me they will send me to an outside collection agency.All of this of course is happening after the telemarketer convinced me to sign up and that I would not be billed until 11/22 and that I could cancel up until that time. Since I never used the club, I sent a text to them to cancel my service. Meanwhile, once i gave them my credit card they billed me in September 2022

    Mountainside Fitness is NOT a BBB Accredited Business.

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