Business Profile

Health Club

The Wellbridge Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

24 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
May 14, 2025 I was dropping someone off for a conference. The man at the gate told me to drive straight ahead to the club house to drop him off. As i drove half way through the gate, the gate closed on my car leave paint damage and dents. After dropping the person off I circled back to the gate and let him know that the gate closed on my car causing damage and he denied it closing. I was adamant it did. He was dismissive and told me that Ill have to talk to *****, as if I knew who that was. I then went and found ***** and the club house myself. He was annoyed and frustrated that he was having to deal with this, he called the guy at the front gate and told him a few different times that he needs to do an incident report. I went back to the front and the guy at the front told me that he wasnt doing it, ***** has to do it. I ended having to call the police and he did a report and got video footage of the gate coming down on my car. For the past month Ive been trying to get insurance information from *****/this business but they keep trying to give me cash and I do not feel comfortable accepting that for several reasons. I dont want your cash, be ethical and give me the proper insurance information.
Business Response
Date: 06/30/2025
This is not us. We used to have a club in that building, but it was closed down on 9/1/23. This complaint should be sent to the management of the building not us.
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore 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 am writing to file a formal complaint against the Colorado Athletic Club regarding a recent issue with their personal training services and the handling of my concerns by club ************* good faith, I purchased a package with an elite-level trainer at the Colorado Athletic Club, expecting a high standard of service based on the premium pricing. Unfortunately, I was not assigned a trainer of the elite tier as advertised. The trainer I was paired with ultimately stopped showing up and quit before completing the full number of sessions I paid for. Most recently, they missed a scheduled session without any prior notice, further disrupting my training *********** light of this experience, I made what I believe was a very reasonable request: instead of canceling my membership (which I had already planned to do at the end of July due to these issues), I asked that the unused value of the personal training sessions be credited toward my membership dues. This would have allowed me to continue my membership and maintain goodwill with the club.Despite the circumstancesincluding failure to deliver the elite-level service, missed sessions, and lack of follow-through by the trainerthe training manager declined my request for a membership credit. I was not offered a satisfactory resolution or compensation for the service I paid for but did not receive in full.I believe the Colorado Athletic Club has failed to honor the terms of the service I purchased, and I am seeking a fair resolution through the Better Business Bureau. I would appreciate either a refund for the unused training sessions or a credit applied to my membership dues, as initially requested.Thank you for your attention to this matter.
Business Response
Date: 06/12/2025
We will be refunding the $200.00.
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 just randomly received a 'Final Notice' phone call from Wellbridge account management/********************** saying I have a $850 debt that is in collections. At first I thought it might be a scam, but the information they provided seemed legitimate. I had one family membership beginning January 2023 which was an introductory no commitment membership. We decided after the first few months, that the commute was too far from our house in the **************, so we cancelled our membership (which they don't make an easy process I might add). The staff at both ********* and ******* locations gave me the run around regarding cancelling, each who deferred me to the other location to handle the cancellation. Eventually I was assured that the membership was completely cancelled and the account was settled. Now I've received a phone call trying to charge more money to this cancelled account upwards of another $800+ without even the courtesy of physical mail, phone call, email, from the company before sending to collections. This is completely unacceptable. Even if they admit to this mistake and resolve this issue, these business practices are negligent at best and predatory at worst. It should not be so terribly difficult to cancel any membership, and the company's predatory practices should not be able to so negatively impact patrons credit scores.
Business Response
Date: 03/24/2025
This Family membership did not pay their monthly dues for May - July 2023. Our records show that 4 different members on this account used the club multiple times in May, once in June and once after they cancelled on 8/28/2023. We cancelled the account on 8/1/2023 for nonpayment. An email was sent on 1/18/2023 explaining their credit card on file was about to expire. Another email was sent on 3/5/2023 explaining that their credit card expired. On March 16th member called in and updated their credit card. On April 10th, that updated credit card declined - which we sent an email explaining that. On May 8th we sent another email stating the credit card had declined again. We have notes that our General Manager of the club called twice to get a correct expiration date. GM got no response. We sent another email on 6/8, 6/15, 7/10, 7/17, 8/8 and 8/21 showing the credit card had declined or it was a 30 - 60 & 90 past due notice. With the usage for the months they did not pay and the many times we notified the member - the full amount of $713.70 is due.
Initial Complaint
Date:03/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
The Colorado Athletic Club is fraudulently trying to charge me for services they did not provide and is continuing too add late fees because I refuse to pay despite the fact that its complete fraud.
Business Response
Date: 03/12/2025
The member used the club multiple times in September 2024. We received an email from the General Manager of the club that because of the members aggressive behavior towards multiple staff and an email to the **** member was to be cancelled. The email was dated on 9/30/2024. We cancelled the member on 10/1/2024. Member had paid for the full month of September and did a chargeback for $35. Not sure where they came up with $35, but I see no reason to continue dealing with this member. He is unable to rejoin any of our clubs. We will credit the balance on the account.
Initial Complaint
Date:12/19/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore 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 just randomly received a 'Final Notice' email from Wellbridge account management ******************* saying I have a $700 debt that is about to go collections. At first I thought it might be a scam, but the phone number and email address they were using matched the business website. I had one account membership which I had cancelled last summer. The staff at their ******* location who helped cancel my membership assured me it was completely cancelled and I was paid up. I had only signed up for a summer trial for May, June, and July. However, I received a call a few months later from the member *** there saying I still owed more money, through August and September. I explained I had cancelled and that the team told me I was settled, that I had only signed up for May, June, and July. That *** said I needed to cancel a different way, and the way I cancelled was not valid. They said because I did not cancel in this other specific way, I was also charged for August and September . I told them I had already cancelled at ******* with the staff there, but they explained I still owed more due to completely different terms that I was not aware of when I signed up for my summer trial. I agreed to pay for the months after I cancelled, which I did not use, just to finally ensure I was completely paid off and would have no more issues with Wellbridge. I paid on the phone that day, and that employee assured me I was cancelled and would not be charged anymore. I regretted paying that balance, as it did not seem fair at the time, but I was just happy to have the account finally cancelled and closed out for good. Now that I've received a Final Notice email from Wellbridge trying to charge more money to this cancelled account, which I have already been grievously overcharged for, upwards of another $700, is completely unacceptable. Even if they admit to this mistake and resolve this issue, these business practices are negligent at best and predatory at worst.
Business Response
Date: 12/19/2024
**** has a signed contract with no specific information regarding when they would like to cancel. Our software system shows usage thru August 2024. All payments were made through our monthly draft process - no other payments are on the account. In September, we attempted to draft the credit card and it declined. We then sent and email stating the credit card was declining and another email stating they were 30 days past due. We also sent a physical letter to the member and it came back as undeliverable. Multiple attempts were done to notify this member. We would settle with the member if they pay a final months dues and 1 returned payment fee for a total of $219.80. We would then remove from our 3rd party collector the $654.40 that was sent to collections.
Customer Answer
Date: 12/19/2024

Complaint: 22709282

I am rejecting this response because:
Back in July I spoke with a *** from Midtown NMSW on the phone when I reluctantly agreed to pay through ******, even though I explained to them that I asked to cancel in July. They said I would not be charged further after the ****** payment. I cannot believe there is no record at ******* from anyone who spoke to me about cancelling. I called the ******* location today and explained the situation to them, they promised to call me back with any paperwork they have for me. I paid through ****** (see attached Navy Federal checking account statement), but I refuse to pay out more after already being overcharged due to miscommunications around a cancellation policy. Please remove the entire amount being requested, it is alarming to me that I am expected to keep giving this company money for services I cancelled and havent used since ******.
Sincerely,

******* *******
Business Response
Date: 01/14/2025
This member used the club in August and paid for August. We have no record of a cancellation request. Members are automatically cancelled after 3 months with no payment. This member was sent multiple emails regarding their credit card declining as well as past due emails for 30, 60 and an email and physical letter stating they were past due. We sent $654.40 to our 3rd party collector. We offered a settlement of 1 months dues and a $15 admin fee to settle the account. The member agreed to this and paid the $219.80 on 12/27/2024. We consider this account closed.
Initial Complaint
Date:12/03/2024
Type:Billing Issues
Status:
ResolvedMore 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.
On December 2023, I wanted to cancel my membership with the gym, they mention I need to be on a leave of absence for 6 month prior to canceling and wont be charge and the system would automatically close the account After the 6 month I received a charge for $95, I have been to the gym multiple time to dispute this and they would give me the run around or made it seem there was a communication error on my end. I now received a final notice as its going to be sent to collection and no one tried to assist me with my dispute.
Business Response
Date: 12/04/2024
We are sorry for any confusion regarding our LOA policy. The attached form shows that the membership will be charged 1 final month if the member decides to cancel while on LOA. I have highlighted the areas that describe that and I also highlighted the members signature. The $95 for their final month is due.
Membership Accounting

Customer Answer
Date: 12/04/2024

Complaint: 22631978

I am rejecting this response because: From our records the first charge that was done was 06/01 for $95.00 (June statement). We disputed the charge on the 1st and it was adjusted on 06/01 for $95.00 (July Statement). Our bank later said that the dispute wasn't justified on their end so on 07/22 (August statement) according to our records it was paid to the **** I spoke with my financial institution and they mention this should have been paid back to the Merchant. If that is the case I have satisfied my obligation on the $95 charge.

Sincerely,

****** ******** **
Business Response
Date: 12/11/2024
We double checked our bank account. We do not show the $95.00 getting returned to us. The chargeback that was originally done has not been reversed. Since the $95 is due - no adjustment is needed.
Customer Answer
Date: 12/11/2024

Complaint: 22631978

We spoke with our Financial Institution, and investigating this at the moment, in the meantime, could we just pay the $95 (waiving the late fee) and if the Financial institution ends up sending over the money, we can get a refund back.

Sincerely,

****** ******** **
Business Response
Date: 12/18/2024
We have sent multiple emails and a physical letter to the member for payment. Some of those were sent prior to the late fees being charged. There was no response. We also processed and had to manage the chargeback that the member did. We also have to respond to the multiple BBB complaints. The late fees are justified.
Customer Answer
Date: 12/18/2024

Complaint: 22631978

I am rejecting this response because: When we were receiving the payment inquiry, we were discussing the situation with the local Gym and they verbally mention they will reach out to corporate to handle it and get back to us. So to our assumption things were happening in the background. We do not believe the late fee is justified because of that and also the prior information. We are in favor to pay the $95 and wait for our financial institution to send the funds to the organization and request a refund later.

Sincerely,

****** ******** **
Customer Answer
Date: 01/09/2025
Please see attached.
Business Response
Date: 01/20/2025
Not sure how to respond to this. Our initial response still stands.
Customer Answer
Date: 01/20/2025

Complaint: 22631978

I am rejecting this response because: The Screenshot attached is from our Financial Institution and they claim they sent back the payment to your department that handles claim. In the attachment it shows the Transaction ID, is there a way for someone to confirm this information.

Sincerely,

****** ******** **
Business Response
Date: 01/27/2025
Not sure what the new attachment is referring to. Refund is still denied.
Business Response
Date: 02/04/2025
Still confused as to what I am to respond to.....
Business Response
Date: 02/13/2025
We can not find the August $95 deposit back into our account. In the interest of customer service, we will refund the $95 to ******* ****** - the member on the account.
Customer Answer
Date: 02/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******** **
Initial Complaint
Date:12/02/2024
Type:Product Issues
Status:
AnsweredMore 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 charged 12/2/24 $110.00, after communicating via text, phone and in person, to several different employees, that I didnt want a membership! Email forwarded to membershipaccounting/wellbridge, for more details.
Business Response
Date: 12/06/2024
There must have been some confusion with the sale of the membership. We do have a signed agreement from the member along with their credit card information. However, we will refund the $110 for the Dues we collected in December and cancel the membership.
Initial Complaint
Date:09/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Issues - Colorado Athletic Club, ****************** location Amenities I have discussed these matters with the club manager, other *** employees and the area manager. I also sent a text message to the area manager addressing this and other issues. I have not yet received a response.I've been a member of the Colorado Athletic Club, ****************** location, for over 13 and a half years, and I am writing to express my frustration with paying for amenities that are constantly out of service.I'm currently receiving treatment for advanced recurring prostate cancer. For the last several years all I've used at the *** is showering and the hot tub.The hot tub has been out of service for over four months this year alone and is usually out of service for over 2-3 months a year. Even when the manager claimed it was fully operational, cold water continued to periodically flow into the hot tub, reducing the temperature below an acceptable or expected level.I use and need the hot tub daily for health reasons, and its continued unavailability is affecting my ************* has often been suggested that I visit another location, at Monaco and ****, but this is not an option for me due to its lack of handicap accessibility.Owing to complications from my cancer treatment, I cannot comfortably navigate stairs, making the Monaco location inaccessible for me. Given that I have been paying for amenities that have been unavailable for extended periods, I would like to request a partial credit for the time these facilities have been out of service.
Business Response
Date: 10/03/2024
The General Manager has reached out to the consumer to let them know we have given them a 1 month credit for the hot tub being down. Credit was for $117.
Customer Answer
Date: 11/16/2024

I would ask you to please reopen the above reference case.

I was out of the country for 2 weeks and it took the club a long time to tell me it had credited me with one month's free membership.

I do not believe that one month is an acceptable resolution.

The hot tub has not been available for over 6 months this year alone.

They asked me to accept their offer even before the hot tub was operational.

It is my understanding that the hot tub only became fully operational after November 10th, 2024.

I am no longer requesting a credit for an additional month, I would like reimbursement for the month of November.

Please give me a call should you have any comments or questions.

Very truly yours,

****** J Connor

**************
Business Response
Date: 12/11/2024
The member used our facility 8 times in October and also use the club in September. I appreciate that our hot tub was not working, however we have many other amenities that the member was able to use. We credited their account for the full month of October. We feel that the credit for October is more than fair for the inconvenience of the hot tub being out of service.
Customer Answer
Date: 12/13/2024

Complaint: 22321091

I am rejecting this response because:
Colorado Athletic Club's (DTC location) hot tub was out of service for over 6 months this year, and has typically been unavailable for more than 3 months each year for the past 5+ years.
My dues were waived for October, but I am requesting an additional refund of my November dues based on the extended hot tub downtime this year.
The hot tub wasn't fully repaired until around November 10th. I did not use the *** from October 18th through the end of November. As of December 1st, I'm on medical leave.
CAC's failure to maintain a fully functional hot tub for an extended period may potentially constitute a breach of contract, substantial alteration of services, and failure to provide advertised amenities.
Breach of Contract: When I first joined the Colorado Athletic Club over 13 years ago, my main reason for joining was the hot tub. With rare exceptions, I only used the showers and hot tub due to a chronic illness.
Substantial Alteration of Services: Colorado law states that a health club may be in violation if there is a "substantial alteration of the quality of health club services or facilities or the nature of benefits so that they no longer conform to the provisions of the membership contract."
Failure to Provide Advertised Amenities: Since the hot tub was a key feature advertised when I joined the ***, its frequent unavailability could be seen as a failure to provide promised services to myself and to existing and new members.
Sincerely,
****** ******
Initial Complaint
Date:09/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Sports and wellness cancelled our membership and then reactivated our membership despite club services not being available and swimming lessons were cancelled without prior notice. We have attempted to call corporate and visited the local gym. The local gym was sympathetic and was willing to work with us. We called corporate after the local gym advised us to and they offered no help and ignored all human element to their contractual obligations failing to take accountability for lack of services. We have been billed with no element of the gym being utilized due to closure of the amenities and injuries preventing the use of other amenities offered.
Business Response
Date: 10/04/2024
We are refunding today on their credit card August & September dues for a total of $303.50.
Initial Complaint
Date:06/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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 with New Mexico sports and wellness on April 15, 2024. ********************* took my request and verified my request was submitted on June 30, 2024. At the time of my cancellation I was told my cancellation would be effective as of June. 1st. I asked if I needed to do anything else and was told I was all good. I had to pay *** membership but as of June 1st the membership was cancelled. I was charged for my June membership. When I called they said I had to fill out other information that was emailed. I was NOT told that at cancellation. I specifically asked and I was told I did not need to do anything else. I was also contacted in May by Sports and Wellness to ask if they could change my mind. Again I told the gentleman that called I was canceling and would NOT change my mind. I believe this is a deceitful SOP used by this company to steal additional $$ from customers and should be stopped. I want my $195 June dues back.
Business Response
Date: 07/03/2024
Sorry for the confusion. I do see where the member reached out to us to cancel on 4/15/2024. We will honor the 6/1/2024 cancellation date. A refund of $194.80 is being processed,

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The Wellbridge Company is NOT a BBB Accredited Business.