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:06/15/2023

  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 have been in a contract for my gym. My trainer quit the gym, as well as I got injured making me unable to go to the gym. They have been charging me and refuse to work with me even though that was promised to me when I signed. I paid 180 every month, and have paid 400$ on June 9th June 9th and 10th Ive filled out the form online to get my contract terminated. They are snow requesting 2 transactions of 180 plus 388$. there is no phone number to speak to them and they are now saying they cant assist me anymore

  Business Response

  Date: 06/16/2023

  Thanks for reaching out to us on this! The narrative communicated here is not remotely reflective of the reality of the matter. The member contacted our corporate office requesting cancellation of the agreement prior to completion of the initial term and was promptly advised the early termination process detailed in the agreement and asked if she would like ** to process the early termination fee to begin the 30 day notice period. The member did not respond to that thread and instead opened a second inquiry. The same information was provided to the member and we again asked if she would like us to process the early termination fee. The member provided this approval and payment was attempted- payment failed due to an expired card on file. A credit card authorization form was sent to the member and requested to be returned. The member responded without any prior correspondence or context with an authorization form- we inquired what account it was intended for. The member then opened yet another new inquiry and the whole process was repeated. The member has been advised the information we need to proceed and that the early termination fee has declined previously. In the interim, the member's monthly payment date arrived and the payment also declined. Accounts do need to be in good standing to be eligible for cancellation as detailed in the agreement and communicated to the member; the member has refused to provide viable payment information through our customer service system or at her local facility- as such, the account remains delinquent and ineligible for cancellation. If a viable payment method had been provided when requested, the early termination fee would have processed and th 6/11/2023 payment would be the final payment due. As it stands, the member has yet to provide valid payment information despite several requests and as such, the account remains active and delinquent. As we have communicated to the member, she may update her payment information through the authorization form which has been provided to her or with local staff; once completed, we can process the past due balance and early termination fee to begin the notice period. These processes have been clearly communicated in numerous written correspondence and nothing improper or untoward has occurred- all policies and procedures have been clearly laid out for the member and we will be more than happy to assist once the necessary information is provided in order to proceed. 

• Initial Complaint

  Date:06/13/2023

  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.

  The business makes it impossible to cancel memberships and almost impossible to contact them. There is no number to call for management, you have to submit a request through their website and they get to choose when and if they will contact you.They pressure you into signing a contract and will lie to get you to sign. I was very uncomfortable after I said no 5 times and the "salesman" kept pushing. After looking at multiple reviews it appears this is a common occurrence for any of their locations.I want my contract canceled, I've paid enough money to a company that I'm not getting any services from.

• Initial Complaint

  Date:05/24/2023

  Type:Customer Service 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 have tried to communicate with the district manager of Lighthouse Fitness Management, ***************************, he has not been helpful in me trying to cancel my membership with them. I have been in contact with the company themselves multiple times but only through email. No one has been in contact with me for over a week this last time in regards to me cancelling my membership. I have been rerouted to someone different in regards of cancelling and nothing is being done. I have been threatened by the district manager that if I do not pay my fees that my account will go to collections and ruin my credit. I have been trying to work with them to finish this but no one is helping.

• Initial Complaint

  Date:04/24/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend ***************************** and I (*****************************) recently joined Lighthouse Fitness Management through 10GYM in *****, ** at the South location. The way it was explained to us when we signed up is that we would be charged for the first and last month worth $360 each (Thats $720) plus the sign-up fee of $49, for a total of $769. The fitness manager we met with said, I know its a lot, but we have you pay for first and last month so if you need to cancel, you dont have to pay the cancellation fee.We met with her again a few days later, and tried to discuss the cancellation after the first 2 months due to some pressing financial issues. She then informed us that there was a minimum of 6 months commitment to Lighthouse, Any less than 6 months, and we cant guarantee results. This was not explained to us whenever we signed up. I reached out to Lighthouse through the contact form on their website because there's no other way to reach anyone at their "corporate" office. They told me that we would have to pay $777.60 to cancel our contract, and when I asked to have the last month we had paid for put towards this fee, like we were told by their representative, they said that they wouldn't do that.******* and I were not given time to review the contract ourselves before we signed, and we took this woman at her word when she told us the things that she did.From what I can tell from the reviews I've seen online, this is what they do. They intentionally obfuscate their terms to get people to sign up, then charge extreme fees to get out of them. I'm attaching the contact we signed, and the emails sent between myself and them so far.I understand that we did sign a contract, but we were explicitly told by the manager at this location that the last month would be the cancellation fee, and that is what we would like to see happen.

• Initial Complaint

  Date:04/20/2023

  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.

  On March 17th 2023 I had signed a contract with lighthouse fitness for a personal trainer and before leaving the building decided I wanted to cancel due to the year long commitment needed for it. I followed the steps on the back of the contract to cancel the contract, mailed in my letter of rescission the same exact day and dated it. Its been a complete month now and now I am being contacted theyre saying I didnt cancel correctly they cant find my certified mail receipt for the rescission and they need that for me to cancel. I have emailed back and forth with them as there is no way to contact them on the phone and they are very unprofessional and catty with me. They show no signs of wanting to work with me to get this resolved even the personal trainer in the gym is trying to reach out and get it fixed because I never once used the services and I should not be charged at all and it needs to be refunded without a cancellation fee because I canceled the exact same day the contract became effective. Im very unhappy with how this company has treated me over email and the lack of professionalism this company as a whole presents when dealing with these types of issues. They have been very catty with me from the very beginning of this entire ordeal and I am fed up and just want the contract canceled as it should have been over an entire month ago. I did not use any of the services nor will I ever. This company seems like nothing but a scam considering Im having such issues even getting the contract canceled when I followed every single step needed to be taken to have it canceled within the same day and done correctly. Please help me get this canceled. Im afraid since theyve drawn this out over a month theyre going to try to tack on late cancellation fees when i literally canceled within the same 12 hours of the contract being signed. I shouldnt be charged at all for anything and should be refunded completely.

  Business Response

  Date: 08/21/2023

  Thanks for reaching out to us and bringing this to our attention! We have been in repeated correspondence with this member and have heard and responded to her concerns. The fact that she has been dissatisfied with the response brings no further validity to this complaint- the member is making claims which are not true or supported by the physical documentation available in the matter- if the member had in fact sent a rescission letter and followed the processes, this situation would not have even arose. We have responded to the members inquiry on no less than 8 seperate occassions and have copied samples of the correspondence below. No rescission request was received from the member, either by certified mail nor through our website. We have asked the member to provide a certified mail receipt or any form of documentation to substantiate the claims it was sent and apparently lost by the ***** in any case, no request was received at the mailing address listed on the agreement. The member has been asked for ANY documentation to substantiate this claim and refuses to do so- as we have communicated, the nature and tone of refusal indicates that no letter was in fact sent, nor did the member make this claim until well into the responses outlining the early termination process available to her. The member has offered to sent "photos of the letter" and other items which do not substantiate that it was mailed in any way, and if she went to the effort to take pictures of a letter, a receipt or photos of the mailed document would have also been retained- the member likely would have tracked and followed up on the letter. The business has offered to work with the member, clearly and repeatedly explained the documentation the member may provide, and has clear and indisputable record of the member claiming she will work to damage the reputation of the business until she gets her way cancelling the account outside of policy. We take no pleasure in having to explain that this appears to be a false claim and complaint, however, the evidence to support this position is indisputable and we cannot operate a business in which members can make false and defamatory public statements in order to skirt the terms of the mutual agreement between parties. As explained to the member extensively, all that needs to be done is to provide a certified mail receipt, return receipt, or even a picture of the dated shipping label and we will have no issue taking the requested action. No letter was received- it has been reviewed repeatedly and no letter was ever received from the member. If the member has documentation they have provided to the BBB to substantiate this claim which the company has been unable to substantiate for 4 months, please sent it to us so we can act to resolve the matter. As it stands, the evidence and documentable facts of the matter contradict the member's claim to have sent such request and the member has outright refused to follow the early termination process. If the member can provide documentation which exists in EVERY case of the written rescission instructions being followed, this will be simply to resolve. Absent this documentation, combined with the member's written intent to slander and disparage the business, the company is unable to take any further action and will not be shamed into doing so. 

   

  On Jun 20, 2023, at 10:39 PM, ********************** wrote:
  >>> 
  >>> ?****************-
  >>> 
  >>>  Repeatedly demanding cancellation will not change the processes
  >>> available and documentation needed; we will not continue to engage
  >>> with unprofessional demanding correspondence which contains no
  >>> necessary documentation. If you can provide the certified mail
  >>> receipt of a request sent within the rescission period, we will
  >>> review. If you cannot provide this documentation, you may choose to
  >>> pay the ** fee and 30 day notice. Those are the available options
  >>> and the only items which further correspondence needs to be addressed about.
  >>> 
  >>> Thank you!
  >>> 
  >>> Operations
  >>> 
  >>> -----Original Message-----
  >>> From: *************************** <******************>
  >>> Sent: Tuesday, June 20, 2023 3:16 AM
  >>> To: **********************
  >>> Subject: Re: Rescission of March 2023 contract *************************************************************************** many times do I have to say cancel my contract before something
  >>> is actually done? You have proof a second certified letter was
  >>> mailed to you with photos of it it. It needed Ill send photos of
  >>> what the letter contains. I do not want to do business with this
  >>> company at all I want everything terminated as it shouldve been
  >>> months ago. Never in my life have I ever had such issues with
  >>> terminating something and have to continually say TERMINATE the
  >>> contract over and over and over every time I have contacted a
  >>> company. This is incredibly unprofessional on your part.
  >>> 
  >>> Sent from my iPhone
  >>> 
  >>>>> On Jun 19, 2023, at 10:13 PM, ********************** wrote:
  >>>> 
  >>>> ?****************-
  >>>> 
  >>>> No rescission letter was received in the defined period. No letter
  >>>> is reflected as processed in the defined period. Notices are
  >>>> instructed to be sent certified to provide a paper trail- we have
  >>>> requested this information a few times.If you would like to cancel
  >>>> the agreement without evidence that a letter was sent despite no
  >>>> receipt or record of processing, you may choose to pay the early
  >>>> termination fee previously detailed.Nothing improper nor untoward
  >>>> has occurred here and any allegations to the contrary are
  >>>> completely baseless and lacking any documentation to substantiate.
  >>>> If such documentation was to be provided, it would drastically
  >>>> simplify this matter. Please let us know if you would like to
  >>>> provide the requested certified mail receipt/verification or if you
  >>>> would like us to process the ** fee to begin the notice period.
  >>>> 
  >>>> Thank you!

• Initial Complaint

  Date:02/13/2023

  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 for personal training sessions with the manager of Lighthouse Fitness Management at the ************** location/branch located in Golds Gym. I let him know that I was interviewing for a position in the mountains of ************** and *** be moving. He indicated that it would not be a problem to be released from my contract if I got the position since they do not have a location within a certain proximity. So I signed up and did my first training session with him. He had me do an exercise that injured my lower back, so I was out of commission for several weeks after that first session.Once on my feet again, I asked him to pair me with a trainer who could adjust with awareness of my needs related to that injury. He paired me with a trainer with whom I had a positive experience.Then in November 2022 I received an official job offer for the position I had mentioned, and I accepted it. I talked to my trainer, and he directed me to the assistant manager and manager at that location. I spoke with both, and they both said they noted it in the computer and my last payment would be in December of 2022. I also put in notice for my gym membership at that time, for the last day to be ******* 8, since I had surgery scheduled on ******* 9 and would need 8 weeks to heal before I could lift over 5 lbs. in order to pack and move for the job position. ********* indicated an understanding of this and released me from the contract without incident.As mentioned, I spoke with the manager of Lighthouse Fitness Management at the ************** location in early December 2022 and let him know about the surgery and the job change and he made a note of it and said I would make my final payment the month of December and if I could make an effort to add some extra sessions with the trainer that month since some session had piled up when I was out, due to the initial back injury. He said there would not be a problem to be released from the terms since there was not a training establishment close to where I was moving. So I rearranged my schedule to fit in multiple extra visits during that month to meet that request.He indicated that corporate *** want to see my lease agreement, after I moved, and I explained that the transition would take time, and he said that was fine. He did not indicate there would be ongoing billing until that happened. I explained that surgery was first and then I would be traveling after the 8 weeks or so of healing. So I would not have a lease agreement until then. He said he understood and that should be fine due to the surgery and job change.I was then billed for both ******* and February the full amount even though I was and am still healing from surgery and unable to lift anything heavy. I have not been released by my doctor to return to the gym, nor do I have a gym membership any longer, as mentioned. In addition, my trainer is no longer with the corporation and because of the initial session resulting in injury, I would be unwilling to use another trainer. So, there are many reasons why personal training is no longer feasible.When I told the manager that I was still being charged, he indicated I needed to send an email on the website. This was not conveyed to me during our meeting in December so I had not sent it, but I did send one when he said that. I got a response from the website indicating that there was nothing that could be done and I would continue to be charged until June (!) unless I put in a 30 day notice and provided ** drivers license and new lease agreement, in spite of the fact that I already put in notice back in December with the manager and assistant manager, and they said it had been noted in the computer. I obviously do not have a new state drivers license or lease agreement since I am still healing from surgery. It was indicated that there was nothing that could be done; I must keep paying. This was even after I had emailed my signed official job contract letter to them.I would like you to be aware of this concern and to be released from my training contract at this time with reimbursements for ******* and February of this year, as well. I know that is a reasonable request and that it was previously agreed upon by the manager and assistant manager.Thank you for taking the time to review this matter. I pray there will be a fair and positive outcome to this situation and that others do not have to go through these circumstances with this corporation.

• Initial Complaint

  Date:01/30/2023

  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.

  signed contract in golds gym dec 2022 trainer did not show up to first scheduled session .tried reaching out to local manager, manager tried to blame **** was there for hours that night his coworkers said he was gone for the night the next day he tells me he was there via txt. asked him to call me, he said he would, he did not Have emailed company requesting to cancel contract .they do not have address or phone they said there would be a termination fee .(I agreed to pay termination fee)called their billing **** billing department tells me they cannot process fee without lighthouse fitness requesting it .asked billing **** for contact info they do not have any way to contact lighthouse fitness multiple attempts to contact local and national they reluctantly will not process my cancelation fee .I have put a hold on the card they have as I do not wish to do any business with them. I have tried there app as they requested no options to terminate have tried to get address to mail cashier check .They do not have I believe this company is hiding behind computer to continue billing me for a service I will not and cannot use.I just want to cancel this SCAM and pay whatever fee`s are necessary to do so ..

• Initial Complaint

  Date:12/12/2022

  Type:Billing 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.

  LFM has Charged my credit card twice for the initial payment for a 1-year training agreement. The company phone number for the credit card charge is disconnected and the one I was able to locate online is an answering service where they do not pick up.We wanted a trainer for my wife. We signed up. They provided none of the services promised in the evaluation. We tried contacting the office for the issue and could reach no-one. My CC processor reversed the charge. They agreed to resolve the issue and we paid the monthly fee and the original charge. The CC processor then reversed the original charge and we have not been able to reach anyone regarding this extra payment. I find the lack of ability to call anyone or contact anyone disturbing and the company is untouchable. I recommend that everyone avoid doing any business with this company.

  Business Response

  Date: 12/20/2022

  The member authorized a down payment and monthly payments as detailed in the signed agreement; the member then charged back a valid payment with his bank and the funds were returned to him. As such, the account became past due for the returned payment and associated fees defined in the signed agreement which the member then made payment on. After Lighthouse provided the bank with the signed agreement, the bank determined that the original payment which the member charged back was in fact valid and returned the funds to Lighthouse Fitness. These funds have been applied as a credit balance on the account available for use toward future invoices. We have subsequently asked the billing provider to simply refund the member's card on file to resolve the issue.

• Initial Complaint

  Date:12/08/2022

  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.

  On July 8th, 2021 I signed up for a membership for an athletic training program run by lighthouse fitness management at the Golds Gym location in Bellevue, ** located at *********************************************************. After a 2 week trial period, I called to cancel the membership as it wasnt a good fit for me. They told me it was still active and I owed a balance and cancellation fee and then I could terminate my account with them. I paid $260 the following month and assumed that was my fee. Two years later and Im at a bank to get approved for a loan and theyre reviewing my statements and inquired about the charges on my account. It was only then that I was able to track down the charges hidden on my account. Assuming the $260 was my cancellation fee, they owe me $4,680 in unauthorized charges that were cancelled.

  Business Response

  Date: 07/06/2023

  Please see attachment.

• Initial Complaint

  Date:11/11/2022

  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 Gold's Gym, then I get a text from a man telling me that he would like to help me with my fitness goals. I meet with the guy, he presents to me a contract where I hire him and his company to be my fitness trainers, LITTLE DID I KNOW (because it was NEVER told to me) is that Lighthouse is different entity from Gold's Gym. I was presented information in way that led me to believe that my contract with Lighthouse IS SOLEY RELIANT ON MY CONTRACT WITH GOLD GYM. I am moving homes and I do not have a gold's gym anywhere near where I am going. I do not need your services and I am physically unable to get to the gym in-Order to render the service. I have extremely high anxiety and these last few weeks trying to communicate with the trainers at my gym (Murfreeesboro TN Gold's Gym South) has caused me more stress then I can handle. The guys at my gym (************************** and ******) have all explained to me that they are unable to assist me with my grievance and so I am reaching out to you personally. Can you assist me?

  Business Response

  Date: 11/30/2022

  Thanks for reaching out to us on this matter; as advised in the signed agreement and prior correspondence with the member, if the member would like to request review for relocation cancellation, she would simply need to provide the updated ID and lease/mortgage agreement reflecting the new address and we will be happy to review! We invite the member to respond to our prior e-mails with this information and we will be happy to assist further!