Complaints

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

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  Lighthouse Fitness Management

  2295 Towne Lake Pkwy Ste 116-230 Woodstock, GA 30189-5520

• 

  Lighthouse Fitness Management

  15575 SW Sequoia Pkwy Ste 100 Portland, OR 97224-7195

• 

  Lighthouse Fitness Management

  1212 Highway 35 N Benton, AR 72019-2328

• 

  Lighthouse Fitness Management

  5045 River Rd N Keizer, OR 97303-5398

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:06/12/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 5/07/2024 I signed a contract with lighthouse fitness management before reading the plethora of reviews available to me. I work a difficult job and my hands are normally pretty rough at the end of the week and Im almost constantly sick due to the nature of my job. So I tried to contact lighthouse fitness management to say I no longer wanted to do business with them and I was texted to contact their website. You know the one that just pops an empty green text box no matter once you hit confirm no matter if you type anything at all? Thats the one. Hopefully this issue will be resolved soon and I can pay the unfortunate $299 cancellation fee. The sales practice of this company and the cancellation are extremely predatory. Also no phone number or direct email is available.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ******************************************************************************************************************************************************************************* had to have surgery that I would be able to cancel with no fees this has not happened. I have explained to this company that their trainer was the reason I was injured and they told me that she has been let go. They tell me that want I have sent them from my doctor that states that I am having foot surgery now this company wants to know what my limitations are and how long I will be down and wants it in writing from my doctor. This violates HIPPA by them asking me about my personal medical information. They state that since they did not personally request this from my doctor that it is not a violation ,but then they want documentation from my doctor. Even my foot doctor said that just because they did not request it specifically from him this still violates HIPPA. Just like people that have a disability you can not ask them what kind of disability they have. All I want is simply my money back. I did see where others have filed complaints this company is shady. Again all I want is my money back FROM Lighthouse Fitness Management

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed a contract with this company after a trainer had approached me and offered a free session with help with form. I was then introduced and focused on my health, so I decided to go for it and sign the contract. The whole process was rushed and meshed in between talking about my BMI and nutrition. I was also currently running late for a prior appointment, so I signed and walked away. I remember being told that they would not charge me the cancellation fee because thats what I was skeptical of. After asking to cancel a month ago, I requested my contract only to see that the contract does say in fine lines that I would be responsible for the month I cancel and a $299 fee. In my case, the cancellation fee itself was more than continuing my 2 months. My initial contract amount was also $1489, and after they processed the cancellation fee plus the month (I have not received ANY services or sessions for the past two months) I have now paid a total of $1548. Even though I reached out to my trainer regarding sessions, I was told they were nonrefundable. I understand that my signature is on the line, but at this point I am paying for nothing. I have received no goods or services. It has led from me saving money to me unfortunately hemorrhaging more, and it took a week at a time for an email response. No phone number or other form of contact. Was never contacted by manager after 1 month of waiting. I was recommended by an employee to file a report.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 requested cancellation of my contract with LFM. Per the contract, I supplied the required documentation to cancel without penalty. Their email responses are ***** and add additional requirements to cancel that are outside the scope of the contract. I have attempted to contact via their website and calling the location I signed at and all I get is the runaround. Meanwhile their billing department who is apparently not connected with nor can they contact any other department within the company is telling me that I now have a balance due. My initial request to cancel was met with a freeze that no one told me about so I gathered the account was canceled. Then 3 months later, I started getting emails and phone/texts saying I owed money. I again tried to contact the company but have been getting the runaround.

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Entered into a 12-month contract 11/2/2022 for personal trainer services. Contract was completed on 11/2/2023 and membership was switched to a month-to-month payment. I continued using the services, paying $100 monthly until I sent written notice to cancel my membership on January 23, 2024 with my last monthly payment on February 4, 2024. On March 3, 2024, a $100 payment was posted to my checking account via my debit card. I emailed through the website contact app to please check my account and reverse the withdrawal. I watched my account and emailed them again on March 6, 2024 and attached my original cancellation request email to that message. As of this afternoon, March 8, I still have not heard from the company. I attempted to call the customer service number and it is not in service.I have been to my bank to file a dispute on the charge, which will take up to ten business days. I cancelled the service because our family budget is suffering and we are cancelling all non-essential expenses. I paid out my ************* three additional months and desperately need to recover the $100 withdrawn in March.

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a Personal Training with Lighthouse 7/14/2023. Shortly after, I lost my job. My membership to the gym that i was signed up at was cancelled upon my request due to not having a job. Lighthouse began deducting $400/month out of my account. I reached out and explained that I didn't have a job, I don't have a membership to the gym where they do the personal training and I haven't received any personal training from them. I asked if we could just cancel the agreement and any money owed, they can just keep the money they have already deducted from my account. I have only been able to reply via email. They don't leave a number for me to call. I's not the Lighthouse Fitness in ********. This is the Lighthouse LFM ******* *******************************************************************************

• Initial Complaint

  Date:02/07/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 son and I signed up for personal training in January 2023. We were not told that they were signing us up for an entire year. The trainer gave me the impression that we could cancel at any time. He then quit and was nowhere to be found. Once we found out that we can't cancel, we stayed for a year, during which we had many issues with their management and trainers. Their trainers came and left every few weeks, and they hired untrained people who got both my son and me injured. We both had to go to physical therapy. When I was not watching very close, they advised my 13-year-old son to lift very heavy weights, despite his young age. He hurt his back, and I hurt my shoulder. Now our year is up, and I am trying to cancel, but they can't do that at the gym. They gave me some website where I had to send a message. There is no phone number to call. It feels like it's impossible to cancel. I spoke to their manager at our gym. He is saying I have to pay for one more month and give them a 30-day notice. They didn't tell me I had to do that when they signed me up. Besides, our 12 months are up, and we even paid for 13 months. It's impossible to cancel. I told the manager I'd post a review. He called me back a few minutes later to threaten me. He said they can possibly waive the need to pay for one more month, but only if I don't "bash" them on the Internet. He said he knows his manager, and before he called him to talk about my case, I have to promise not to post a review. I just want to cancel and not have to pay them anymore. I need the money to pay for my physical therapy. They are a scam. My coworker had to pay them for an entire year without getting sessions, because they couldn't work with her schedule, but won't let her cancel.

  Business Response

  Date: 02/07/2024

  Thanks for bringing this to our attention- the member contacted the customer service team through the methods of contact defined in the signed agreement for the first time on February 7, 2024 requesting cancellation of her agreement. The request was immediately processed and the 30 day notice period/final draft date communicated to the member. Any claims that the term of the agreement or any specific details were unavailable to the member or non-disclosed are patently and demonstrably untrue. The 12 month term of the member's agreement is clearly detailed in its own line item on the agreement- the number of payments (12) on the agreement are clearly disclosed, and the total agreement value of the monthly dues x 12 payments is equally clearly defined. The member referred to problems with the gym staff in her communication to Lighthouse Fitness- we have communicated that Lighthouse Fitness is a completely seperate and independent company from 10 Gym and any complaints against gym staff would need to be addressed with ****************************************************************************************************** the agreement have been addressed under the terms of the agreement and communicated to the member. The member has trained throughout the entire term of the 12 month agreement with no question about the term  or payments as they were made- the matters the member state exist with the gym are not in the purview of Lighthouse Fitness and the member has been provided the appropriate channels to address any such concerns. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21261845
  
  I am rejecting this response because:

  Make sure to also cancel the agreement for my son. They only canceled mine this morning, even through I asked them to cancel both.

  The issue is not with the gym, but with the Lighthouse Fitness Management at our gym. I want to clarify that. I don't have an issue with the gym itself. 

  We were scammed into signing a 12-month contract in January 2023. We thought we were signing up just for a few sessions to try the service. Instead, we ended up with a contract we didn't want. The next day, the person who signed us up was not working there anymore. Trainers changed all the time. Some seem not to know what they were doing. Both my son and I got injured and needed physical therapy. My son is 13 and they had him lift very heavy weights. I am thinking of suing Lighthouse Fitness Management for that. My shoulder is still hurting as a result of an injury they caused. My physical therapy is expensive. I am considering talking to a lawyer about this as well. The Lighthouse Fitness Management representative threatened me when I said I was considering leaving a review online. I am not surprised they have an overwhelming amount of complaints in their reviews. 

  I am asking them to waive the payment they want to draw in February both for me and my son, since it was not made clear when we signed up that we would need to pay for additional 30 days in order to be free of them. Our contacts (that we were skillfully scammed into) was for only 12 months.  We've already paid for 13 months. I just want to be done with them.

  
  Sincerely,
  
  ********************************* *******

• Initial Complaint

  Date:01/24/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Entered a 12 month contract on 16JAN. Future conflicts with military orders make adherance to the contract impossible. Per ********* law and the contract, a certified letter was sent in good faith declaring an intention to revoke the contract. Lighthouse Fitness Managment has made communication channels convoluted either out of poor buisness practice or deliberate action. No dialogue has been opened and I seek both communication *** a refund per contract agreement and legal requirement.

  Business Response

  Date: 02/07/2024

  Thanks for bringing this to our attention- all methods of contact are expressly defined in the signed agreement, a carbon copy of which was available for the member at the time of sale. Claims that Lighthouse Fitness has made communication convoluted or difficult to navigate are completely unfounded and made in bad faith. All inquiries are directed the company contact page defined in the signed agreement and all communications are promptly responded to. We are unable to simply cancel agreements without supporting documentation which is requested from members at the time of their inquiry- Lighthouse Fitness has received no inquiry from this member under the name or e-mail address on their account. ***************************************** is unable to respond to inquiries which are not received by the company, and again, claims that the company makes contact difficult in any way are simply lazy and demonstrably untrue. We have contacted the member through their e-mail address on file with Lighthouse Fitness and advised the available options for review for relocation cancellation for military deployment- this process is also very clearly defined in the signed agreement available to the member, as are the methods of contact by which the member can provide appropriate documentation. Once the member provides the orders defined in the signed agreement and requested via e-mail, we will be happy to review and advise available options. 

  Customer Answer

  Date: 02/07/2024

  To whom it may concern,
  
  
  I received communication via the BBB that you have received my complaint and are in communication after four weeks of attempts through phone, certified mail, and the internet. Management has stated that no communication has been received. This is false. Attached is **** accreditation that a certified letter was received by your office (Lighthouse Fitness Management, *******************************************************************************************) and posted before the date as prescribed by the contract and ********* law to the office listed in the contract. In addition, I have attached the original letter of recension with my copy of the contract. The office has been messaged through the online support and through the phone number listed *************) that links to ***************************************************************************** office, several times with no response. Review of Lighthouse Fitness Management consumer relations have indicated I am among many having difficulty communicating with your business. I have full confidence that this matter can and will be resolved as soon as possible without issue and a full refund will be received. 

• Initial Complaint

  Date:01/04/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 signed up for my gym's personal training through Lighthouse Fitness Dec 2022 when I was living with my parents and caring for my ill father while he was on hospice. The way they advertise is very misleading and shady. Obviously set up to get as much money out of their "customers" as possible. I tried to cancel my membership after my dad passed in May 2023 and I moved back to ******** (***I was not able to reach anyone at that time and kind of forgot about it, but finally was given an email to contact their operations team in July). Someone else was renting my space in AR while I was gone in OK, so I did not have a "new" address when I moved back to AR. I sent in my DL and new leasing agreement per the disclosure on the back of the contract. Lighthouse fitness would still not cancel my membership. They stated my DL was issued before the date the contract was signed and it would not be accepted. I did not need a new DL as I was at the same address when I moved back to AR as when I left. It also did not state in the contract that the DL needed to be dated after the contract date.They also would not let me pay the cancellation fee because my payments were not up-to-date.I tried to follow the rules, but they found all of the loopholes to not honor their end of the contract. This company is a scam and these contracts are shady. Now I owe $2,186 because of collection fees. The contract was for $2,400 ($200 per month for 1 year) and I made payments totaling $800. ***I had tried reaching them prior to the email thread (shown in the attachments provided) through their website and did not receive a response. I had to call multiple locations to finally be connected to a representative who gave me the operations email.

• Initial Complaint

  Date:12/12/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Similar to others with the needing to cancel a supposed contract. 10 Gym of which employees Lighthouse personal trainers stated that this contract had been paid in full and completed. Request for cancellation was made but never acknowledged and never completed. Company has scammed me out of $1800 and now wishes to scam me out of $1300 more due to the inept ability to cooperate.

  Business Response

  Date: 12/28/2023

  Thanks for bringing this complaint to our attention- the statement made by this member is not an accurate representation of the business relationship between the parties involved, nor does it contain accurate objective facts of the matter. This member has at no point contacted the company through the **** address provided in the signed agreement, through the company website and e-mail system defined in the agreement, and there is no record of any formal request to cancel the account through the defined methods of contact. If the member sent such request, we would ask them to advise specifically when, how, and what was communicated, along with the relevant papertrails created through the methods of contact defined in the signed agreement. Once this information is provided, we will be more than happy to attempt to resolve the matter but cannot do so until such time, as the member has never contacted our corporate team through the methods defined in the signed agreement to explain specifically what is being requested. The member's account remained active into the renewal term of the agreement until August 2023, at which time payments came delinquent. The member's sessions were available at any time for scheduling during the term of the agreement and the member had the opportunity to do so whenever desired through his Club Ready member portal- no "scamming" has occurred and no payments have been drafted which are not expressly authorized under the signed agreement. The member was contacted by the ******** Communications team over 18 times in the intervening 90 days without response, at which time the account defaulted to 3rd party as defined in the signed agreement in the case of over 90 days of delinquency. The member contacted staff for the first time on record on 12/11/2023- at no time previously did the member inquire about cancellation nor request cancellation of the renewal portion of the agreement. Again, if the member can provide documentation of any such request, we are more than happy to review.

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20994450
  
  I am rejecting this response because: Due to the original indication of money still being improperly processed at time of card cancellation which was in late June as was considered a potential fraudulent charge.  Under that condition there have been several attempts at resolution between me and the various companies and third parties involved.  Each ending with the request of the return of $1200 that was wrongfully processed after completion of the original contract and a new one not being agreed upon by myself and at the behest of myself to be ended after the November 2022 month.  Furthermore, as was stated prior, no attempt of further communication nor work from the personal trainers attending 10 Gym attempted to reach out or coordinate on the basis of an extended contract and were extremely silent until the payments stopped due to a flagged charge from my personal bank.  Upon contacting 10 Gym their operators of the location at S. Western were keen to explain that I had rightfully completed my original contracted and had paid the dues that were owed for the time.  Due to there being a lack of communication on their end Lighthouse saw fit to instead send this directly to a debt collection group.  That is indeed fraudulent processing of funds and ignorance of the requested handling of a completed contract without the clearance or acceptance of the other party.  It would seem that they also have quite the history of doing these kinds of stunts.  
  
  Sincerely,
  
  *************************