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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:11/02/2022

      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 was in a car accident and gave a broken sternum and ribs I need to cancel me and my daughter underage membership and they wont They said I have to go in and I cant Im in the hospital And I need this canceled

    • Initial Complaint

      Date:10/29/2022

      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.
      I called in October 10th @ 4:43pm I spoke to a young girl at the front, I specifically asked if my payment from my account was taken out for this month and she asked for my name phone number date of birth. She was able to locate my account and said yes we received your payment on October 4th. So you are all good. Then few days later a young gentleman reaches out to me leaving a voicemail saying I am late on my payment and have a late charge as well. I called, spoke to one lady she said yes your charge is $120 something and I asked why but she couldnt explain and so she said she would have someone call me back. Then I get a call back and they said its only $70 something thats due. So, I decided to call the corporate office in ********** and she took down my information and yes I will have someone in higher manager contact me to get this resolve because I can pull the phone call from when I called back in a October asking if my payment was received. I would like this whole mess resolved and I am not paying anything. I would like my membership canceled and my money back this gym is so awful. I always get phone calls and emails saying please sign up with our gym but I am already a member. I just dont like this gym. The last time I went into the gym the guy couldnt scan my tag so he asked me for my information I gave him my information and said no your not a member here but we can sign you up just fill out this form and I said no I am a member here. He didnt know what to do and the other girl just looked at me and said just go into the gym. Its very unprofessional!!!!!! I would like someone to reach out to me this is so frustrating!!!!!!

    • Initial Complaint

      Date:10/18/2022

      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.
      -In January of 2017, I had transferred the remaining payments of my Mountainside contract to *********************************. I went into the Surprise location, and signed a document confirming the transfer/approval of my account being taken over by *********************************. -On 02/14/2018 I established a new account with Mountainside, with NO MENTION of any other accounts on file in my name. Let alone with a balance due. -During the Covid-19 pandemic when gyms closed, Mountainside did not withdraw any dues. Once gyms did re-open, they began to tally a balance on me. Rather than attempt to reach me by phone to collect dues, or obtain an updated address, I later found out they mailed correspondence to an address in Phoenix I hadn't lived at for over 3 years - and sent not one, but two accounts to collections that they claimed were past due.-I called the collections company and paid off the account I was aware of from 2018; I have the confirmation number and dates for this. The rep who helped me did not mention any other account on file, I presumed it was a misreport of the other past due account (the one no longer in my name since it was transferred to *********************************, as previously mentioned).-Of the two accounts, the one I paid off has fallen off my credit, but the first account that should have gotten transferred is still fraudulently on my credit report. I called Mountainside once more (10/18/2022) and spoke with ***** at the Glendale location, who let me know she could not locate an account on file from 2017. - If the initial account was in my name and always has been, why was I able to sign up for a new account in 2018? They would have been able to see my name/information in the system. And why was ******* signed up for a new account when it was supposed to be a transfer? I need this off of my report and an explanation as to why I have been fighting this for over a YEAR now. It has affected my ability to take out an emergency loan, credit cards, and even purchase a home.

    • Initial Complaint

      Date:10/18/2022

      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 family joined mountainside fitness and during enrollment My son and wife were convinced to sign up for personal training at $310 x2. We got a text confirming the appointments and we showed up and there was no trainers. After 40 mins they worked out on their own and left. We again got a text that my wife ls appointment was due. Again she showed up the trainer told her she had someone else and there was nothing she could do and walked away from my wife. My son got another appointment reminder we again showed up and once again there was no trainer. After that we called and canceled having no training sessions but the initial sales one. A month goes by and we get charged 620 dollars again. We call and they tell us there is nothing they can do but would reach out to the ** have not heard a thing back and are now out another 610 dollars with no services.

    • Initial Complaint

      Date:10/14/2022

      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.
      I tried to cancel my membership about a year ago and had to go in-person twice because they froze my account. But I now I am receiving debt collector mail for about $360 for a gym I cancelled a year ago.

    • Initial Complaint

      Date:10/11/2022

      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 signed up for 3 mths of PT with *****. ***** was my trainer.I completed the 1st month of Aug. The last week of Aug I filled out a freeze form with ********************** was aware. ***** explained that I could freeze my acct up to 3 mths, Sept/Oct/Nov to resume Dec. I signed the form.A month passed (Sept) and I was charged on 10/3. I immediately called on 10/4 @ 2:16pm the day I noticed the charge. I was told because it was PT I needed to speak with ***** who was not there and be back 10/5. I called 10/5 @12:22pm and told ***** was busy and would call me at 2:30pm. ***** called me at 2:30pm, I missed the call and called back @2:32pm spoke to him. ***** was unprofessional. In a matter of fact tone he told me that unfortunately the form I filled out was sent back because corporate only freezes one mth. I let ***** know that he advised me I could do 3mths.He said well you cant because you signed a contract. I asked why didnt anyone reach out to me to let me know? He said he tried to call me the 30th, ***** was supposed to reach out and let me know. I advised, I didn't receive a phone call from him or ***** or an email and no one left a VM.I asked him if he left a VM and he said NO. I told him he had an entire month to reach out to me, I frequent the gym 3-4 times a wk he could have contacted me any of those times or left a note on my acct. He kept interrupting me saying that he was sorry that is part of the contract and cant do anything about it. I finally said, if you cant help me then I would like to speak with someone else. He said Ill have ***************** you. I waited 2 days for a call from **** then I called on 10/7 @11:48am told **** would call me back today. I didnt receive a call, called back @ 4:20pm was put on hold for for 9min so the girl could find ***** last name.I was told **** was OOO and would call me on Tues 10/11. I called Tues 10/11 at 8:30am and was told by ***** that her and ***** would have ***************** me. No call @4:34pm 10/11.

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 been attempting to cancel my personal training sessions for over a month now. Have been told I have to come in in person to cancel. I work mornings and when I go in in the afternoons they tell me only the manager can cancel this, except every single time I come in conveniently I just missed him. No one has offered any other help aside from sending a written letter to corporate which I did but havent heard anything back. Keep getting charged for a service I havent even been able to use since I have been sick and cant come in. I went back in yesterday and finally someone had me sign a letter of intent to cancel (not the formal cancellation form) as they said again only the manager can cancel it. She said the manager would call me first thing but of course that did not happen. Ive been calling all day to talk to him and have been placed on holds, hung up on and told to just come in. Again I have been sick and the days are rare when I feel well enough to go out. This has been an utter nightmare as they took my money with no manager approval but cant accommodate a cancellation request for a service I have not been able to utilize with a total of $900 training sessions already charged and left unused. Now I learn they automatically renew the contract without any warning or communication, something no one told me of when initially signing up. There is now a new $300 pending charge for the renewal of this contract that I cant use and dont want renewed and have been trying to cancel with no solution. I just want this to stop! I cant afford this and was misled with the information provided. I need a solution

    • Initial Complaint

      Date:08/03/2022

      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.
      Mountainside Fitness charged me $38.85 electronically...eight weeks after I left gym. They state no invoice so Mercy at membership said I am out of luck. Mercy told me to bring bank statement, I asked then what...she ll look for invoice. You just told me there wasnt one.

    • Initial Complaint

      Date:08/03/2022

      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.
      Cancelled with Mountainside the 31st of July, was told I needed to pay a buyout fee for a corporate account (which was later confirmed to not need one). Some lady I spoke to which I had to come in person to cancel claimed once I pay this 81.79$ fee the account would be cancelled. 4 days later I receive a charge of 68.53$ randomly. I call them to speak to the manager who tells me my account wasnt closed at all and is still active and they have no record of the 2 charges taking place. I randomly paid 81.79$ to some random lady and hadnt had my account closed no notes or anything. Mountainside fitness is a complete scam and very unethical with the way they ****. I have called my lawyer whos going to be sending them something very soon and will be escalating this.

    • Initial Complaint

      Date:07/21/2022

      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.
      Around I believe the end of May I was Gym shopping. I went to mountainside fitness. I told them that I only want to try one month because I'm gym shopping. They assured. E that no money would be taking out. They decieved me. They said I have to pay the next month for them to stop taking money out. They told me the papers I was signing was just so consent forms for injury and equipment. So now I need a lawyer to sign up for the gym now or can you guys please do something. There is someone else on ****** reviews who went threw the same thing.

    Mountainside Fitness is NOT a BBB Accredited Business.

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