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:12/04/2023

  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 had been attending the Gold Gym for 2 years and on July 19, 2023 I was approached by a consulty for Lighthouse Fittness. We talked about a personal trainer and cancellation. I told her I try it for 6 30 min. section and after that I would see if I wanted to continue and I was talk I could cancel with out any penalty at any time. I cancel before the end of my sections in a timely matter with the link she sent me. Unfortunately Lighthouse Fittness did not cancel nor send me cancellation paperwork. After trying a number of time on there website I was told to talk to the people at the Gold Gym. The peole at the Gold Gym said they had nothing to do with Lighthouse Fittness they was just in their building. After that I bring recieve past due notes, that continue to come. I finaly talked to the person who sign me up and she said to me I have to pay an 18% cacellation fee and two months fee. She never told me that and if she had I would not havesign up. I am disappointed with the untrue and run around I am getting. They continue to charge me for section I am not recieving. Also she text saying "like that email gets sent to operations the head corporate people. I don't have any control over that and can't see wether they got it. this company is nation wide so keep in perspective that they probably have hundreds of cancellation to press."

  Business Response

  Date: 12/28/2023

  Thanks for bringing this information to our attention- the claim above contains a number of inaccurate items of conjecture which do not reflect the facts of this matter nor the company's position or processing of cancellations. The member reached out through the method of contact defined in the signed agreement on September 18 and September 25, 2023; the member received responses to both inquiries in a timely manner and was advised of the available options under the agreement- the member was advised to check her spam folder for replies as it was apparent that she was not accessing the replies sent to the exact address she provided. We have included the correspondence below, including time stamps and date stamps, which clearly show the claim the company did not reply or attempt to assist to be patently false. The member was also contacted by the ******** Communications team regarding her delinquent balance more than 18 times in the 90 days of delinquency. At no point did the member pay the past due amount nor the early termination fee to begin the early termination process- the account did default to 3rd party collections properly after 90 days of delinquency. The balance owed by the member was clear and authorized under the signed agreement, the member received prompt responses and direction to her cancellation request, and the matter contained in this complaint is demonstrably untrue. The member can address the delinquent balance with Swift Funds at *******************.

   

  From: ********************** <**********************>
  Sent: Monday, September 25, 2023 11:39 PM
  To: *****************
  Subject: RE: *********************** Lighthouse Fitness - Inquiring about gold gym
  
  From: ********************** <**********************>
  Sent: Monday, September 18, 2023 11:05 PM
  To: *****************
  Subject: RE: *********************** Lighthouse Fitness - Inquiring about gold gym
  
  ******************-
  
         Thanks for reaching out to us- we have received no prior correspondence regarding this account, the account is past due and as such, ineligible for cancellation until brought current, and no early termination fee has been paid to begin the 30 day notice period while the account is in good standing- as such, the account is currently active as authorized and is delinquent. If you would like to cancel the agreement early, the past due balance of $560 would need to be brought current in order to be eligible. Once the account is current, you may choose to pay an early termination fee of $583.20 and any payment due within 30 days of paying the ** fee would be the final payment due. Please let us know if you would like us to process the past due balance and ** fee to begin the
  30 day notice.
  
  Thank you!
  
  Operations
  
  
  
  ________________________________________
  From: Lighthouse Fitness <************************************************************>
  Sent: Monday, September 25, 2023 4:49:20 PM (UTC-07:00)Mountain Time (US & ******)
  To: ******************* ******************* *********************** **********************
  Subject: *********************** Lighthouse Fitness - Inquiring about gold gym
  
  From: Ruby ************************************* Inquiring about gold gym
  
  
  First Name : ****
  Last Name : *******
  Email : *****************
  Phone Number : **********
  Website :
  City : ***********
  *****************
  
  Client
  Message Body:
  i have went through the cancellation process on August 2nd at 1:55 pm. I have used up my credit and will not renew. I have had no response nor reply or confirmation. I was told that I would receive something in 24 to
  48 hours. I don't under what the problem. Please reply asap.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair 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.

  On November 1, 2023 I went into my gym for a "free" consultation with a personal trainer, *******. A man named **** came in and took over the meeting. I told both of them that I only had 1 hour until I needed to leave for work. We talked about goals, nutrition, etc. and it took a very long time. We rushed through a quick "Hit" style workout, then went back in, crunched for time. **** explained that for 3 sessions a week, it would be $540/month. I told him and ******* that I was starting a new job and that I did not really know what my money or my schedule would look like so I did not know if it would be possible to have a personal trainer. **** said that I could go ahead and get my card and everything on file so that if I was good with everything, I would not need to come back in for paperwork. I made it VERY clear that I did not know if my work schedule would allow me to train. So I told them to give me until the 15th so I could see what my schedule looked like to see if it would work out. I saved it in my phone as "decide to cancel"- scheduled for the 15th. On the 11th (10 days after I first met with them, but I had not met with a trainer, no one had reached out to me, nothing), I texted the potential personal trainer and told her that I was no longer interested and it would not work with my schedule. She never responded. So then, on the 15th, the charge came out. I called to see why and then and only then did I find out that I had signed a year-long agreement. **** kept his hand on the paper while I was initialing and signing, keeping me from reading through everything, He did not say anything about a "contract", "cancellation policy", nothing like that. My finace' and I called to resolve this and he hung up on us when I told him that I have messages from ******* showing that he is lying and that he never explained the contract or explained the cancellation policy. This is a horrible business and I am so upset with my gym for bringing these immoral people in.

  Business Response

  Date: 12/28/2023

  We have addressed this issue with the state agency which the member raised concern with as well. These statements are not an accurate representation of the interactions with the member, willful slander and misrepresentation of our staff, and completely disregarding the material facts of the matter and agreement in place. Please see our formal response regarding this complaint below- redact as needed. 

   

        Thanks for following up with us and allowing us the opportunity to do our due diligence on this matter. We have held numerous internal discussions, looked into the matter at various stages of escalation, and have thoroughly looked into the claims made by the member (and fianc). We are very familiar with the member in question, we have replied to numerous e-mail inquiries, we have provided copies of the signed agreement to both the member and their fianc, and our staff has had multiple conversations with the members, referred to physical evidence which contradicts the narrative they continue to sculpt, and we have made all reasonable efforts to resolve this matter with the member. The physical agreement in question clearly details all relevant policies which have been communicated to the member repeatedly- the member has also verbally confirmed that several claims being made are demonstrably untrue. The members fianc who has interjected himself into the matter despite the absence of his own agreement or membership has attempted to intimidate the company into compromise by threats of disparagement and slander, which do appear to have been followed through on.There is substantial evidence of bad faith actions and statements on this matter- the company is in possession of a legally obtained recording of all verbal conversations held in attempt to resolve the matter. This recording clearly documents the claims of actions, statements, and acknowledgments included in the summaries attached- this recording was made with the permission and acknowledgement of all parties involved. We do not intend to use the recording to back the assertions made in our response, but simply as a matter of our internal investigation to ensure our employees are conducting themselves in a professional manner representative of our company expectations. Please find attached the statements regarding the matter from the parties supervising in the relevant market, a copy of the members signed agreement,and all other responses regarding the information provided to us. Our internal investigation, along with all relevant statements, recordings, and discussions on the matter firmly concludes that the member was properly informed of the services available, the terms of the agreement between the parties, the options available for cancellation, and the availability and willingness of our staff to resolve the matter. Additionally, the investigation demonstrates a concerted and conscious effort by the complainants to misrepresent the discussions and agreements in place, the attempts made to resolve the matter, and the bad faith motivations for several complete misrepresentations of the facts of the interaction(s) between the parties.  Please let us know what further steps are necessary or further information is required in order to resolve this matter and demonstrate our position on the matter, as well as the comprehensive nature of our internal review of the matter.
  
  Thank you!
  
  Operations

   

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 20881592
  
  I am rejecting this response because:
  

  The Lighthouse employee's manner of doing business and bullying his employees and attempting to bully us into letting things go and have my credit and finances ruined is outrageous. I would love for his recording to used as evidence that I never misrepresented the truth and I never contradicted or changed my story on what has occurred both in that initial meeting and in the conversations following. **** (the lighthouse employee) has made many ill intended remarks towards myself, but mostly to and about my fiance' which is highly inappropriate. Since the last in-person meeting that he is referring to, I have not received any further correspondence from this company. Not an email, not a follow up call, not a letter in mail. Nothing. So to me, the situation has not been resolved. They no longer have my banking information, but this employee's poor character leads me to believe that he is willfully misrepresenting the situation to cover his poor actions that day. 

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

• Initial Complaint

  Date:10/31/2023

  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.

  Sent a cancellation email August 2023 via the only way you could cancel, on their website. When you go to click send message, a green text box with nothing inside of it appears. It almost looks like an error message. I reached out to my personal trainer saying I did everything she instructed, but haven't heard a response. I wait and wait and all of a sudden, I'm charged $100 for the following months PT fees. Furious, I send another cancellation message through their site and the same thing happens. A green box with no words inside. Assuming it didn't work and taking advice from my personal trainer who said she is leaving the company because of their shady business, I did a stop payment to Lighthouse. So far I've submitted two cancellation requests and have heard nothing. The next month I head off to a military training event for a month, haven't heard anything from Lighthouse, but when they tried to bill me again for the next month and were unsuccessful, I receive a phone call. Now Lighthouse wants to reach back. I explained I stopped paying because they ignored my cancellation request two times, breaching their end of the contract not allowing me to pay the cancellation fee and billing me instead. Now, I get a text message and call everyday with their attempt to collect their money. And it is so sketchy because the text message doesn't even state who they are.

  Business Response

  Date: 12/28/2023

  Thanks for bringing this matter to our attention; the method of contact the member has described is correct- the company contact **** has a form to complete with the member name, location, contact information, and a summary of their inquiry. This form is received by our corporate customer service team and responded to in a timely manner- the system is tested regularly and has experienced no outages or downtime at any time recently. We are unclear on what the member is claiming in regard to a lack of response, as we have a number of conversations archived with the member as represented below- any claim of lack of response or direction on how to proceed is patently false- the member was sent the exact response detailing the available cancellation process on 8/28, 9/3, and 10/16/2023 . The member's account was past due and needed to be current to be eligible for cancellation, as detailed in the signed agreement- this was communicated to the member via e-mail, and the member eventually brought th account current. At this time, the member approved payment of the early termination fee on 11/3/2023 and it was processed to begin the notice period in a timely manner- the member was advised of the final payment date of 11/23/2023 as clearly displayed in the e-mail correspondence below. As far as the company was aware, the matter was resolved and member's account properly cancelled- if the member claims there is further action required, please advise what grounds exist to make this claim. 

   

  From: ********************** <**********************>
  Sent: Sunday, November 5, 2023 11:45 PM
  To: *****************************************
  Subject: RE: *************************** Lighthouse Fitness - Inquiring about Golds Gym
  
  Thanks for following up with us; per your request, we have processed the early termination fee to begin the 30 day notice to cancel.Your final payment will draft on 11/23/2023 and the agreement will auto-cancel once this payment is received.
  
  Thank you!
  
  Operations
  
  -----Original Message-----
  From: Lighthouse Fitness <**********************>
  Sent: Friday, November 3, 2023 12:01 PM
  To: ******************* **********************
  Subject: *************************** Lighthouse Fitness - Inquiring about Golds Gym
  
  From: ****** <*****************************************>
  Subject: Inquiring about Golds Gym
  
  
  First Name : ******
  Last Name : *******
  Email : *****************************************
  Phone Number : **********
  Website : 
  City : ***********
  **********
  
  Client
  Message Body:
  Paid past due balance. Start early termination     

   

  From: ********************** <**********************>
  Sent: Monday, October 16, 2023 11:58 PM
  To: *****************************************
  Subject: RE: *************************** Lighthouse Fitness - Inquiring about Golds Gym
  
  From: ********************** <**********************>
  Sent: Sunday, September 3, 2023 11:21 PM
  To: *****************************************
  Subject: RE: *************************** Lighthouse Fitness -Inquiring about ***********
  
  From: ********************** <**********************>
  Sent: Monday, August 28, 2023 10:38 PM
  To: *****************************************
  Subject: RE: *************************** Lighthouse Fitness -Inquiring about Golds Gym
  
  ******-
  
       Thanks for reaching out to us! If you would like to cancel your agreement early, you may choose to pay an early termination fee of $299 and any payment due within 30 days of paying the early termination fee would be the final payment due on the account. Please let us know if you would like us to process the early termination fee to begin the 30 day notice!
  
  Thank you!
  
  Operations
  
  
  ________________________________________
  From: Lighthouse Fitness <************************************************************>
  Sent: Thursday, October 12, 2023 4:18:49 PM (UTC-07:00)Mountain Time (** & ******)
  To: ******************* ******************* *********************** **********************
  Subject: *************************** Lighthouse Fitness - Inquiring about Golds Gym
  
  From: ****** <*****************************************>
  Subject: Inquiring about Golds Gym
  
  
  First Name : ******
  Last Name : *******
  Email : *****************************************
  Phone Number : **********
  Website :
  City : ***********
  *****************
  
  Client
  Message Body:
  Cancel
  

• Initial Complaint

  Date:09/24/2023

  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 signed up on June 5, 2023, for the Lighthouse Fitness personal training program. I was new to Gold Gym. The manager texted me about doing a demo for personal training. On June 5 I went to the demo with the manager during the training I passed out. The trainer told me I had to sign up for personal training because I was out of shape. She stated, "I would not feel comfortable letting you leave with personal training." I was exhausted and not in the right mindset. I believed that she was trying to help me. We went into the office and she gave me papers to sign. I was told I couldn't leave the building if I did. I would lose money and be charged more. I had to make a decision at that moment. I signed the contract and started personal training. I have felt very depressed and anxious since starting the program. My depression got so bad that I was diagnosed with Treatment Resistance Depression (TRD). I was told that getting personal training would help with my depression. It has only made it worse. I sent an email to Lighthouse Fitness requesting that I take a medical leave. I was requested to give a "physical limitation" and "duration". I was able to get my doctor to request I leave the contract due to my health deteriorating. They responded with a rude and threatening message. Everything was highlighted and bolded. Stating that the doctor has no right to tell them what to do and that it was inappropriate for my doctor to do that. I asked my doctor to provide more information about my physical health and duration. (Which was against my HIPPA and *** rights.) With my permission. My doctor told that I have high blood pressure, tachycardia, prone to dizziness and passing out. In addition, I started to cut myself due to my mental health declining. My doctor told me that this is being monition and this can lead to severe self-harm and another suicide attempt. I was told I did not provide any details of my physical limitations and duration. I have emails chain of this

  Business Response

  Date: 10/09/2023

  This member requested cancellation of his personal training program and we have responded with the process to do so several times. The member then specified this was due to medical reasons, and we replied with the information requested from his doctor to assess eligibility for cancellation.The member did provide a note detailing a ***** month recovery time and as such, was informed that we would extend his sessions for this period of time,but that it did not qualify for medical cancellation as defined in the signed agreement. The terms to qualify for this provision are clearly and expressly detailed in the signed agreement which was available for review, a copy provided to the member at time of sale, and copied provided via e-mail to the member presently. We are currently still in correspondence with the member to determine the available courses of action and how the member will choose to cancel the agreement or accept the offer for extension, however, nothing improper has occurred nor has the member been held to any payments or conditions which are not clearly defined in his signed agreement. Without betraying any confidences, the member did provide extensive background information provided prior to entering into the agreement which demonstrates several of the concerns were in existence and known at the time the member entered into the agreement- the medical provision is clear that pre-existing reasons do not qualify for medical cancellation. The member has expressed intention to defame the company in all available avenues- it is our opinion that this complaint is in bad faith and the member is willingly disregarding the terms of the mutual agreement. This information has been provided to an official consumer protection department and they have confirmed that the background, e-mail history, and signed agreement are all consistent with the information and options which have been provided to the member. We will be happy to extend the sessions as offered or process the early termination for the member- this objective information from the physician does not meet the criteria to process medical cancellation and continued disparagement of the company will not change the condition in existence nor the terms of the agreement.

• Initial Complaint

  Date:09/23/2023

  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 one year contract in January. I decided to end the contract early. In May I sent a cerified letter to the address on my contract, following the request set out in the instructions. The letter stated that I wanted to end my contract early, that I understood one more payment and an early termination fee would be charged. I recieved no communication so I thought the matter closed.I noticed mid August that my card had been charged 2 more times. I emailed the company through their website, told them that I eould agree to losing those 2 months as long as they used it for my early termination fee. The company is refusing to refund my 2 months and still wants an early termination fee to stop the contract.

• Initial Complaint

  Date:09/19/2023

  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 joined lighthouse fitness in November of 2022 with ************************* as a trainer in ************ *********. We discussed putting together a training plan as I was interested in gaining an extra ten pounds. As per our contract, it was slated for 11 months, as I had to put a downpayment of the first month, totalling twelve months of billing. However I was hesitant to sign, due to the fact that I was leaving the state in six months, I was informed that since I was a veteran he could "cut me a deal" and cancel the rest of the contract due to my veteran status. Initally I was hesitant, but I watched him cross out the price per month and put a lower figure (which can be seen in the contract) so I believed him. After a few training sessions, I didn't want to return becuase I felt like he demeaned women, was openly transphobic and constatly talked about his steroid use and how much better I would look if I gained 40 pounds instead of ten. I finished out the six months and then moved to *******. When I called to cancel I was refered to the managment team who only have an email adress and no phone number, my requests for a telephone call instead of an email to explain to them the situation on the early termination went unawnsered and just replied to with an email and the contract. Upon calling ****'s Gym, I was given a number to ******'s boss, I called and left a voicemail asking him to call me back, I was replied to with a text message.....refering me to the email for the managment team again. It is the first time in my life that I feel as a veteran I have been taken advantage of. I do not hold the company in charge of his behavior, but I do feel as if I have been brushed off and disregarded as there is no apology or any meaningful way to be heard.

• Initial Complaint

  Date:08/17/2023

  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 am writing to you about the issues I have had with lighthouse personal training at gold's gym in *********.In May 2023, one of the lighthouse personal trainers, approached me about training and we exchanged numbers. On May 10, 2023 I spoke with the lighthouse manager, and we arranged where I would pay for three 30 minute sessions a month for $150 a month. On that day I paid first months dues, enrollment fee, and last months dues for a total of $349. And this contract was for a year. Then on June 10th I paid another $150. I got a text from an unknown number saying it would be my new trainer through lighthouse. Well I got one session with the new trainer after the payment on June 10th and I never got another session. I reached out to the new trainer on July 5th to see if he could train me one day and if another trainer could train me so that I could get the 2 sessions in before my next payment on July 10th. The new trainer had been on vacation during this time and I was also on vacation. So I just wanted to catch up before the next payment. The new trainer notified me that he had not been treated fairly through lighthouse and was paid $82 after everything. The new trainer then notified me that he quit because of this. I reached out to the manager on July 5th via text to notify him of me not getting my 2 sessions and wanting them before my next payment. The manager never responded. So that's when I decided to go to gold's gym on 7/6/23 to inquire about what was going on. That's when the gold's gym manager, told me they dont work there anymore and to email this. I do not want to be a part of lighthouse anymore. My trainers have either quit or gotten fired and I have no one to train me for my sessions. There is no one in the gym to answer my questions. I have missed 2 training sessions that I have paid for, and they have not responded to give me another option. Can you please cancel my personal training payments through lighthouse?Thanks, *******************************

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising 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.

  Back in May I met with the "sales trainer " for this business at 10gym. I did sign a contract but the issue is that NONE of the services that was promised was provided. I was never set up with a personal trainer, and never received any of the resources promised either. I paid for the first month and after hearing nothing for two weeks reached out asking if I was gonna be set up with a personal trainer and what next steps to take, with no response. After a month of no one reaching out, i asked to cancel the contract but they wanted me to pay a cancelation fee and the next month fee. However, I consider the lack of service a breach of contract and want out of the contract. There is no reason or rhyme for me to pay for services I never received. I was never given the services that were promised and I have no problem going to court over what is clearly a scam.

• Initial Complaint

  Date:07/13/2023

  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.

  Sometimes in April of 2023 my girlfriend and I joined Golds Gym in *******, **. I was approached by a trainer named ******* who said he was with Lighthouse Fitness. He gave me a free consultation and advised me that he could train me if I signed up for the services. I did and the next day I reached out to him and told him I wanted to cancel the service. I never was trained by him or received any kind of advice. He responded the next day and said that it was canceled on his end and that I would have to put in a cancel request. Their website is difficult to navigate and I was never able to find a way to cancel. I finally spoke to someone and he advised me that I would have to pay a cancellation fee of $499 to get out of this service. They are charging me, still to this day, for training sessions I have never received. I think this is unfair.

• Initial Complaint

  Date:07/11/2023

  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 with Lighthouse Fitness Management at the Gold's gym in ***********, ** (downtown). The trainer I signed up with was ******. He was fired days after I signed up and I requested a early termination. I requested it in email form multiple times before June/July of this year.I finally heard back and apparently "they had the wrong email." I noticed fees from the company still being processed out of my account. I again requested the Early Termination process to begin, I requested it multiple times. I asked for a copy of my contract with them, I have not been given this. I have asked for a break down of fees so I can check that against a contract, this has also not been given to **** was told that once the early termination (ET) process started I would get a breakdown/bill and I would be able to choose the date that any fees would potentially come out of my account.Friday July 7th I received an email stating that the final fees would be taken on July 15th. On July 8th $648 dollars came out of my account. I emailed them right away (as there is no phone communication with them) confirming that this is the last of the payments they were to take and it was taken earlier than they even stated.I asked if this was the last to be taken and they are unclear in communication. Money was taken from me prior to a date given and after I was told I would be able to choose a date. I have not received a copy of my contract or bill break down as requested. I am not sure if they will be taking more money from my account or not and that is not ok when I have been asking and there is not clear communication.If possible I would like my money back that was taken prior to a date the company gave me and did not honor what was said in the email correspondence. I would like my account closed and have no further contact with this company.