Complaints

This profile includes complaints for Big Sky Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Sky Fitness

  58 Commerce Ct Newington, CT 06111-2246

• 

  Big Sky Fitness

  94 Brickyard Rd Farmington, CT 06032-1229

• 

  Big Sky Fitness

  1185 W Main St New Britain, CT 06053-3455

• 

  Big Sky Fitness

  526 Hopmeadow St Simsbury, CT 06070-2415

• 

  Big Sky Fitness

  47 Hartford Tpke Vernon Rockvl, CT 06066-5258

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:10/15/2024

  Type:Order 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 joined big sky around march of 2023. I was going to the gym for about two weeks and then just couldn’t keep up with it. I have an extremely busy schedule. I have not been to the gym in months and I cannot afford to keep going as I am a full time college student and this gym is very expensive. Is there a way I can cancel my contract without having to get a doctors note or moving?

  Business Response

  Date: 10/24/2024

  
  
  
  As explained in her membership agreement, membership cancellations within your initial commitment are limited to a move out of the area (over 15 miles) or due to medical reasons, with a doctor's note required. As ***** joined online, there are multiple dialogue boxes that explain the length of her membership term and number of payments required (12 monthly dues) that you must click off and acknowledge before completing the joining process. We understand that she is not looking to continue her membership, so we have removed her automatic renewal, and she will have 5 payments of $15.90 remaining that she is responsible for.  She does also have the option to transfer her membership to another person, as long as they are not currently a member of Big Sky. 

  Big Sky has committed no errors or
  misrepresentations with regards to ***** ******’s membership agreement, and we
  expect that they live up to their signed-on responsibility as we always live up
  to ours. 

• Initial Complaint

  Date:09/03/2024

  Type:Order 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.

  Per my review, I would like to cancel this membership due to two reasons:
  1. Buyer's remorse. I joined to use the pool. But on the only occasion I ever used the pool and the gym, the water smelled and the cleaning lady nearby seems to spill cleaning chemicals into the pool near me. I nearly vomitted. Also, there gym was still under construction.
  2. FInally, we are relocating to our residence overseas in the ******** ** *****. I sent BIG SKY and their finance company a certified letter indicating so, and a notarized copy of my driver's license in ***** to prove residency. They then insisted that I get a NEW license to prove residency. This is absurb. The license is perfectly valid and I would need to pay for a new license all over again just to cancel a gym membership. This is not reasonable.

  Business Response

  Date: 09/10/2024

  We’ve researched ****** ********
  membership and found that they did originally join Big Sky on 7/07/2024 in
  which they received 2 months free, and their dues began on 9/05/2024. They
  joined for a 12-month agreement. We’ve attached a copy of the agreement.  
  If ****** is moving, they
  would just need to supply to *** *******, our billing company, with a recent lease/mortgage, utility bill from The ******** ** *****,
  or a one-way plane ticket to The ******** ** *****. This was explained in the
  email from *** ******* to ****** LaVoie on 8/02/2024 (notes attached). It doesn’t appear that
  they have yet moved, so the cancellation would take effect at that time. No
  refund is due at this time, as it does explain in the membership agreement that
  any changes do require 25 days notice.
  We are sorry that ****** had
  buyers’ remorse, but they did have 7 days after they joined to make changes or cancel their agreement.  They do also have the option to transfer the balance of their
  membership to another non-member for a $25 transfer fee.
  Big Sky has committed no errors or
  misrepresentations with regards to ****** ******** membership agreement, and we
  expect that they live up to their signed-on responsibility as we always live up
  to ours. 

• Initial Complaint

  Date:08/06/2024

  Type:Order 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 business is trying to collect payment for a membership that I did not sign up for and requesting that I get a Doctors certificate in order for them to cancel a contract that I never entered into. I have anever been to any of their facilities and I have never signed any contract with them.

  Business Response

  Date: 08/15/2024

  We’ve researched ***** *****’s
  membership and found that they did originally join Big Sky on 1/25/2024 in
  which they received 4 months free, and their dues began in May 2024, even
  though they have not yet paid at all towards their monthly dues. They joined
  for a 12-month agreement. We’ve attached a copy of the agreement. 

  
  It looks like ***** does
  still have the balance of their membership that they would still be responsible
  for, unless they are relocating at least 15 miles from a Big Sky location or if
  they need to cancel due to medical disability.
  The credit card that was on
  file for this membership is for an ****** ******l, and $5.32 was charged the
  day of the signup on that **** card, but the contract was emailed to the same
  email on file as the complainant, **********************.  The phone number on the contract also matches
  the phone number in the complaint. The address that was included on the
  membership agreement was * ********* **** *********** ** *****, but there was
  no address included in this complaint to confirm a match.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ***** *****’s membership agreement, and we
  do expect them to fulfill their contracted obligation.

• Initial Complaint

  Date:06/06/2024

  Type:Order 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.

  my son ****** **** birthdate 4/22/2005 has a gym membership at big sky ********** ** he injured his wrist and is no long able to work out in the gym they said to cancel we need a doc note i provided it to them and now they still wont cancel membership by saying it has to be a disability which in not in the contract ive emailed them 4x and i have called 3x and getting no where we are still paying and he cant go i just want it canceled out

  Business Response

  Date: 06/12/2024

  We’ve researched ****** ****’s
  membership and found that they did originally join Big Sky on 2/26/2024 in
  which they received 2 months free, and their dues began on April 26, 2024. They
  joined for a 12-month agreement. We’ve attached a copy of the agreement.  ****** is currently 1 month past due.

  
  ****** can freeze the
  membership for as long as necessary as stated by his Doctor in a Doctor’s note
  for his wrist injury, but is not permitted to cancel the contract altogether
  unless it is for a permanent disability. Membership must be current to freeze. We do also offer an option for members to
  transfer the balance of their memberships to another non-member for a fee of
  $25 as well if ****** does not think they will return to the gym for other
  reasons.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ****** ****’s membership agreement, and we
  expect that they live up to their signed-on responsibility as we always live up
  to ours. 

• Initial Complaint

  Date:03/11/2024

  Type:Order 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.

  Hi, unfortunately I am linked to this Gym membership contract that I do not use. Their ending of contract agreement makes it nearly impossible to end this service with them. I am a college students whos budget is extremely tight, and the $15 a month (plus $50 once a year fee) would go a long way in improving my financial situation. I would like to end this service as soon as possible as March 11th is the renewal date for my contract.
  
  I do not wish to continue my contract with this company in anyway. I want to cut all ties with their service. If there is any additional information that is needed please let me know.
  
  I’ve been paying them since 2022, and have not been able to end my subscription since due to their contract.
  
  Thank you for your time!

  Business Response

  Date: 03/13/2024

  We’ve researched ********* Pye’s
  membership and see that she would be able to cancel her membership at any time
  with a 25 day written notice to our billing company, *** *******, but as of the
  date of this complaint, there had been no such attempt.

  We will submit a request to
  cancel the membership for *********. 

  
  Her final bill date was on 2/20/2024
  giving her gym access until 3/19/2024, and no further action is necessary on her
  part. No refund is due at this time, as Ms.*** just obligated her contract as
  of their bill dated 2/20/2024.

  
  Big Sky has committed no errors or
  misrepresentations with regards to Ms. ***** membership agreement, and we
  expect that she live up to her signed-on responsibility as we always live up to
  ours. 

• Initial Complaint

  Date:03/08/2024

  Type:Order 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.

  My 17 year old minor daughter signed a contract without our consent for a gym membership. We requested to cancel the membership and they denied it. It’s not legal to have a minor go into a contract without parental consent.
  Attached is an email that she sent to Big Sky.
  They are still charging her and refused our requests.

  Business Response

  Date: 03/13/2024

  We’ve researched ******
  ******s membership and found that she did join Big Sky on 9/21/2023. She joined
  during a membership promotion which gave the new member 4 months free as well
  as a reduced start-up fee of $5, when the member signed up for 12 months. We’ve
  attached a copy of the agreement.  

  
  ****** stated her date of
  birth as 7/11/2005, (not 2006 as stated in the complaint).  If her date of birth is indeed 2006, we would
  just need a copy of the birth certificate and a statement saying she lied on
  her original visit. She would also need to pay for the time she used. We would
  then cancel the remaining time on her contract. Sophie did use her membership
  for 5 months, even after the contact with *** ******* to cancel.  In that contact she asked to be released of
  her agreement as of 1/14/2024 and she continued to use the club until 1/30/2024
  (check-ins are attached).  She chose to
  try to cancel the membership as soon as she actually needed to pay for the
  membership (as her dues started on 1/18/2024).

  
  Big Sky has committed no errors or
  misrepresentations with regards to Ms. ******s membership agreement, and we
  expect that she live up to her signed-on responsibility as we always live up to
  ours. 

• Initial Complaint

  Date:03/01/2024

  Type:Order 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 have moved 1700 miles away from any Big Sky center. I have requested over 4 times (phone, email) to cancel my personal trainer membership since I have no access to weights at my current location or a Big Sky center. I have been told I need to complete my contract (which will be another $1575.35 as I was told I need to pay 15 more payments) even though I cannot receive the service. It is ridiculous to have to pay for a contract that you cannot move because you had to move for a job.
  
  I entered the contract in October 2023. The charge was $157.40 every two weeks. I was able to reduce that January as I prepared for my move (which was communicated over 1 month in advance) to $105.29.

  Business Response

  Date: 03/06/2024

  We’ve researched ******
  ********* membership and found that she did originally Big Sky on 10/09/2023
  for a 12-month agreement, and did a training agreement for 48 weeks on 10/16/2023.
  We’ve attached a copy of the agreements.

  If ****** has relocated her
  address to ******* as stated in the notes, all she has to do is provide proof
  of new residence(at least 15 miles away from a Big Sky) to our billing company
  ABC Fitness and 25 days notice and both the membership and training agreement
  can be cancelled. I see where she contacted *** *******, but I do not see that
  any new proof of residence has been received (see notes attached). In the
  meantime, we do also offer **** training, so she could still utilize her
  training sessions.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ******’s membership agreement, and we expect
  that they live up to their signed-on responsibility as we always live up to
  ours.  us why here...

• Initial Complaint

  Date:12/28/2023

  Type:Order 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 agreed to see a personal trainer, and made it very clear that my work schedule varies. On the contract, we left some boxes blank in order to make it understandable that I could not do a certain amount of sessions per week. I also could not agree to a set amount of weeks. Please see the photo I am attaching in this letter here for better details. Anyways, Big Sky had continued to charge me and they stated I signed a 12 month contract. I did not. They fixed this error and never refunded me for the $98.90 they took out of my account every 2 weeks. If you pull up my information, you will see they continued to take money out until I went into the building and cancelled the “contract.” They disagreed with me and were extremely unprofessional. I took out my pink contract slip and they were immediately apologetic. They stated this contract was not legitimate because it was not fully completed. In addition, the trainer named Noah illegally filled in the information on the slip and put incorrect information into the computer. They cancelled my “contract” and apologized. I was never refunded. I also cancelled my membership and was very upset this happened. Today, I received an email stating I owe $149.50 to collections for Big Sky. This is completely illogical, and I should have gotten hundreds of dollars refunded. I should not owe them a cent. Please see my uploaded photo and information Big Sky has regarding this case. It is evident on the slip that information is missing and did not match their system information. I am not paying any money to this terrible business. Thank you kindly.

  Business Response

  Date: 01/04/2024

  In
  February of 2022, Miss ***** did sign up for a 48-week personal training
  program with one of our coaches at our ****** location. In April of 2022, she
  stopped in to the club to request a cancellation of that training program, and
  after it was discovered that her coach had made several errors on her training
  paperwork, her personal training billing was cancelled immediately with nothing
  further due (please see the attached email, dated 4/14/2022, confirming that
  cancellation). As of that date, Miss ***** had made 4 payments to the club for
  her personal training, and had attended all of the 8 training sessions
  purchased with those payments. We have no record on file of a request for a
  refund, but beyond that, we would not have been able to issue one as Miss *****
  had already used the services purchased with those 4 payments.
  
  Miss
  ***** also states that she cancelled her membership to our club. All of our
  membership cancellation requests are processed through our billing company, *** ******* *********, and all emails and phone calls to them are automatically
  recorded by their computers. As you can see from the attached notes from Miss
  *****'s account, there is no record of a cancellation request, or in fact any
  communication from her whatsoever. You can also see in the notes that, once her
  monthly membership dues stopped being paid in September of 2022, *** made
  numerous attempts to reach her by phone, text message, and email over the next
  4 months. As they received no response and her monthly dues continued to go
  unpaid, her account was referred to a collections agency in January of 2023 in
  an attempt to recover the money owed on her 12-month membership agreement.
  

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: How could I have completed the 8/8 sessions, when my pink slip did not say how many sessions I was going to have per week. How much was I supposed to be charged for each session? There were numerous sessions I could have attended but was unable to for weeks because of my schedule. And money still came out of the account. I am appreciative you acknowledged the major mistake with the personal training. I joined the gym and did the training I was able to get ready for my wedding. And then all of this happened. It is very disheartening. I asked to have my membership cancelled on that date you documented stating the day I went in to prove that what I was saying was true. Which you admitted I was correct. I do not want to and am not going to pay the money due for this collections issue. Big Sky ****** ** made a mistake, and it needs to be fixed. Again, I am not paying the collections agency. Thank you. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 01/12/2024

  When Miss ***** stopped into the club to request a cancellation of her personal training program, no mention was made of a refund request. Please note that in the email confirmation of her cancellation that was previously attached, dated April 14, 2022, it specifically states that her program was cancelled and she would not see any more charges for personal training sessions. Had there been any discussion of a refund for any payments made prior to that, a confirmation or denial of that request would most certainly have been included in that correspondence. If Miss ***** was expecting a refund, we are very surprised that we received no communication from her stating that, even after the confirmation email was sent.
  
  
  Please keep in mind that the amount Miss ***** mentioned is currently owed to a collections agency for her unpaid monthly membership dues, and not for anything regarding her cancelled personal training program. As previously mentioned, since all of our membership cancellations are processed through our billing company, had she requested a cancellation when she stopped into the club, she would have been provided with all of the contact information in order to do so. But beyond that, as documented in the membership notes that were previously attached, *** ******* ********* attempted to contact Miss ***** over 30 times via phone, email, and text message between September of 2022 and January of 2023. Had she responded to any of those messages, they certainly would have processed her cancellation. But as neither *** nor we can find any documentation that Miss ***** made a cancellation request on her membership, unfortunately her account was referred to the aforementioned collections agency. If this is an error on our part and there was written documentation sent to either us or *** ******* *********, we would be more than happy to research this further!

• Initial Complaint

  Date:11/27/2023

  Type:Order 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.

  Agreement number **********
  I live 20 miles away from the gym. I went to this gym to begin with because I didn't like the gyms close to me but I realized I was not able to commute there every day. I contacted *** billing dept of Big Sky to cancel. Big Sky told me *** would cancel since I lived more than 15 miles away from Big Sky.
  I contacted *** ******* and they did not cancel because they told me my address was not moved!! Isn't that crazy. Ok I didn't move my address but I do live 20 miles away from the gym that is crazy that you guys want the address to have the "moved" status. It says in the contract if I live more than 15 miles away you would cancel. I have had the same address I didn't move but my address is more than 15 miles away from the gym. The logic of this company is nonexistent. I am a student and I do not want to pay more money to a gym that does not care about customers. I filed a complaint since *** billing doesn't care that I live so far from the gym and all they want is money.

  Business Response

  Date: 12/04/2023

  We’ve researched *******
  ******’s membership and found that they did join Big Sky on 2/01/2023. They
  joined during a membership promotion which gave the new member 2 months free when
  they signed up for 12 months.

  
  While we do apologize that
  the commute has become too much for *******, their residence has not changed
  since they joined the club. We have many members who live further than 15 miles
  from our clubs because they see the value in traveling to find the best
  gyms.  In order to be eligible to cancel
  due to move, the member has to actually relocate further than 15 miles from a
  Big Sky.  ******* has used the club
  consistently and frequently for the past 8 months and we hope they will able to
  use their membership for their remaining time here at Big Sky(check-in history
  is attached). It looks like ******* does still have 3 months remaining on their
  membership that they would still be responsible for.

  
  We do offer an option for
  members to transfer the balance of their memberships to another non-member for
  a fee of $25 as well.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ******* ******’s membership agreement, and
  we expect that they live up to their signed-on responsibility as we always live
  up to ours. y here...

• Initial Complaint

  Date:11/14/2023

  Type:Order 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.

  My minor daughter (17 years old) began a membership and would like to cancel the membership.
  I don’t believe she is old enough to have entered into a legal contract. They said she cannot cancel the membership.

  Business Response

  Date: 11/22/2023

  We’ve researched ******
  **********’s membership and found that she did indeed join Big Sky on June 15,
  2023 with a 1-year membership term.  

  
  As we explained to Amber
  ********** during the week of 11/13/2023, and the week prior, her daughter put
  a date of birth of 6/28/2004 (see attached) making her 18 years old when she
  signed the contract. She has used the membership consistently since her join
  date for the last 5 months(see attached check-in history). We also explained to
  ***** that if her daughter lied on her contract about her age, and Ms.
  ********** could provide a birth certificate or something with her daughter’s
  date of birth, we could cancel the contract immediately, and would still be
  happy to do this if provided the proof of birthdate.

  
  Big Sky has committed no errors or
  misrepresentations with regards to ****** **********’s membership agreement,
  and we expect that she live up to her signed-on responsibility as we always
  live up to ours.