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Aaptiv

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 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:01/08/2025

    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 paying for the ***** membership throughout last year. At first it was fine, the cost was $175/month. They then increased the fee to $235/month and moved Lifetime fitness from a lower tier to the Elite tier. Lifetime fitness membership was a huge reason I was paying for this pass through Aaptiv. In the last couple months, I started having issues with getting access to the gyms listed as available through Aaptiv. In December, I showed up to Lifetime fitness only for them to tell me I can no longer use their facilities because Aaptiv ended their partnership with them. I lost access to several other places too, and Aaptiv did not notify me once that these changes were occurring. I paid my monthly $235/month pass that is valid December 14th - January 14th, however I cannot access half of the gyms that I paid to access. I have attempted to contact Aaptiv 4 times now, and have not gotten a single response. I want a refund since I cannot access what I paid for.

  • Initial Complaint

    Date:01/06/2025

    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 am subscribed to Aaptiv's gym bundle. Several gyms they are partnered with no longer provide credits to clients. When you call the gyms, they say it's an issue with Aaptiv. Aaptiv does not pick up their customer support line calls and sparsely responds to emails. We pay monthly and I have not had access to several gyms I paid for for around half a month now, and they haven't been able to resolve any of these issues.

  • Initial Complaint

    Date:12/24/2024

    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 am requesting a full refund of $234.98 from Aaptiv due to their mishandling of my membership. My initial request for a partial refund of $117.49 was denied, leaving me with no choice but to escalate this matter.Details:Transaction Date and Amount:My most recent Aaptiv subscription payment of $234.98 was processed on December 15, 2024.What Was Promised:Aaptiv provided access to the Life Time gym at the PENN1 location as part of the One Pass Commercial program. This access was guaranteed as part of my membership, with no prior indication that the service would be discontinued.Nature of the Dispute:On November 19, 2024, I was notified by Life Time gymnot Aaptivthat the One Pass program would end on January 1, 2025. Despite this significant change, Aaptiv failed to communicate this directly to me. I requested that my membership be prorated to end on December 31, 2024, as I will be transitioning to paying Life Time directly starting January 1, 2025. Aaptiv refused my request, stating they are unable to process prorated refunds due to Life Time's decision to leave the Optum Fitness Network.Attempts to Resolve:I contacted Aaptiv on December 13, 2024, explaining the situation and requesting a prorated adjustment. On December 19, 2024, I received a response from their representative, ******, denying my request. Their response provided no acknowledgment of their failure to notify members or their inability to accommodate a fair resolution.Why This Refund Is Justified:Aaptiv failed to provide timely communication regarding the discontinuation of their service with Life Time gym, leaving members blindsided. Additionally, their inability to offer prorated refunds unfairly charges members for a service they will no longer be able to use.I expect a full refund of $234.98 due to this failure of service and mismanagement. Attached are relevant documents, including emails from Life Time and Aaptiv, supporting my complaint.

  • Initial Complaint

    Date:12/16/2024

    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.
    Aaptiv is a fitness platform offering access to various gyms through subscription plans. Its Elite membership promises access to premium gyms and studios, Since December 1, 2024, my boyfriend and I have faced significant issues accessing these services.Gyms and studios previously included in the membershipsuch as Club Pilates, F45, and Solidcoreare no longer available. When I try to re-enroll through the app for Solidcore, I received an error:"It looks like you are not eligible. If you would like to change your benefits or think this is an error, please contact your fitness benefit provider."This issue is not with the gyms themselves, as confirmed by their representatives. Responses include:We received an email from Aaptiv/One Pass stating that you were no longer active with us.CANCEL PACKAGE CREDITS: This user is no longer eligible for One Pass Select / Aaptiv. Please ensure package '*********** OnePass Aaptiv - 4 Classes Monthly' is canceled Unfortunately, because this is through a third party, theres nothing we can do on our end... I recommend reaching back out to them to see if theyve fixed the issue"Aaptivs customer service has been dismissive. Despite opening a ticket (Ticket #******), I was told to contact the gyms directly.Additionally, I only learned through an email from Lifetimenot Aaptivthat the membership no longer supports Lifetime locations due to pricing disputes. This lack of communication is unacceptable and significantly reduces the memberships ******** concerns are echoed by others, as Reddit posts reveal similar complaints about disappearing gym access, poor customer service, and unresolved issues. I question whether these actionsraising prices while cutting servicesindicate financial instability.I request the following:-Restoration of access to gyms and studios under the Elite membership.-A credit or refund for the period of service disruption.-Transparent communication about service changes and resolutions.

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