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

  1212 Highway 35 N Benton, AR 72019-2328

• 

  Lighthouse Fitness Management

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

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  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:07/26/2022

  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.

  I signed a contract with Lighthouse Fitness 10/28/21. I paid the $120 fee every month, and sent an email to the business on 3/9/22 stating that I need to cancel my contract because of unforeseen medical issues. I sent a doctor's note on 3/16/22 which stated that I was under a physicians and neurologist's care, and it included a phone number to contact with any further questions. The company did not contact my doctor, but told me I "would not be eligible for cancellation under permanent medical disability". When I asked who I could contact to discuss the matter further, the company again sent a generic email stating that I would have to pay a cancellation fee. I again stated that I had a medical condition and could not use the service. I believe they made the determination that migraines were not "serious enough" to qualify as a medical condition, despite my explanation that it was causing me to have to cancel a lot of appointments because of the unforeseeable nature of migraines. I was sent an email from ******************** Services stating that they are claiming I owe them $1,230.92. This is unconscionable to ask of a person whose life has already been severely disrupted by a medical condition. I asked for a copy of the contract, and was told to "go to the gym". When I explained that this was difficult with my condition, I was told they would send me one. I have 10 days to respond in writing disputing the charges, but still have not received this copy of the contract.

  Business Response

  Date: 08/15/2022

  Thanks for following up with us! All details of the agreement, including terms for permanent medical cancellation are expressly defined in the signed agreement and were discussed with the member in extensive correspondence. As detailed in our 3/16 and 3/18 e-mailed to the member, the limitations and duration of limitations did not meet the burden and timeframe for permanent cancellation as mutually agreed in the signed agreement. We have advised the member that the sessions would be eligible for extension for the period of time provided, but the account was not eligible for permanent cancellation with the information provided. We outlined the early termination process as mutually agreed upon in the signed agreement if the member would like to proceed with that option, and did not receive a response. The member's account did default for non-payment as no documentation qualifying for cancellation under the agreed terms was provided and no early termination fee paid to cancel the agreement early. At this time, the account is in 3rd party collections as outlined in the agreement and the member may address the account with the group in possession of the defaulted account. 

   

  MAR 18th : 9:21 AM : Email SENT : added by : Admin Admin (Billing) :
  ******- Thanks for following up with us; as outlined in the prior response, the information provided does not qualify for cancellation for permanent medical disability as defined in the agreement. 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!
   MAR 16th : 10:04 AM : Email SENT : added by : Admin Admin (Billing) :
  ******- Thanks for following up with us; given the information provided, this would not be eligible for cancellation under permanent medical disability. If you would like to cancel the agreement early, you may choose to do so through the early termination process as defined in the agreement. If you would like review for session expiration extension, we would need an updated doctor's note outlining the physical limitations and duration of limitations as previously discussed. Please let us know how you would like to proceed! Thank you!

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17628697
  
  I am rejecting this response because:
  This company has provided no details about what would qualify for cancellation.

  When I asked for a copy of the contract, I was told I would receive one and still have not. 

  I am still undergoing tests for this medical condition, and this company has dismissed the seriousness of the condition. They have not contacted me or the doctor to discuss why this would not qualify, even though I asked who I could discuss the matter with further.  

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

  Business Response

  Date: 09/28/2022

  We have outlined the details needed in order to assess the members request and have provided a copy of their agreement which was available for them to retain at the time of sale. If the member would like medical review, they can provide a medical note detailing the physical limitations and duration of limitations which has been requested several times. These details will dictate available options under the agreement- we will not provide any exact language as we are not the physician examining the member. Once this information is provided, we will be happy to advise available options under the agreement.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17628697
  
  I am rejecting this response because: I see my neurologist again on 10/10 and will send additional documentation next week. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/21/2022

  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.

  I am in the process of getting diagnosed with an autoimmune disease and my doctor said I cannot workout or do strenuous activity. I needed to cancel my contract due to not being able to use the service anymore. I didnt even ask for a refund for the sessions I havent used, just to cancel my contract and to not be charged anymore. They said the lab results and doctors note I provided wasnt good enough and said they would continue the contract and to charge me $360 a month for a service I cannot physically use under doctors orders. I just need the contract to be canceled and for them to NEVER contact me again after it is canceled. Attached are my lab results stating I have an autoimmune disease and my doctors note.

  Business Response

  Date: 07/22/2022

  We have corresponded with this member extensively on the process to proceed for medical cancellation. We have requested a note outlining the physical limitations and duration of limitations to determine the applicable options under the agreement on no less than 5 separate occasions. To date, the member has not provided a note with this information, and we have informed the member specifically what is needed to proceed- the member has refused to do so on each occasion. As we have notified the member several times, if they would like to provide a doctor's note outlining the physical limitations and duration of limitations as objectively determined by an MD, we will advise what options are available for the specific details provided. To date, the member has not provided documentation of a permanent condition preventing total usage of the services for the period of time defined in the agreement. If the member would like to provide a Dr's note with the information requested and agreed upon in the signed agreement, we will be more than happy to review further. 

   

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17607151
  
  I am rejecting this response because: I have sent them a doctors note and they refuse to give me any time before they charge me again. My illness doesnt have a timeline because it is life long and still in the process of getting it to where I can live a normal life. I have requested another note from my doctor but those take more than a few hours to obtain. They only sent me 1 email a day when I respond and I havent refused to send them the doctors note, I communicated with them that I would send it as soon as I was done with my doctors appointment. I did just that but my note wasnt up to their standards and they wont give me time to get another one. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2022

  The member's notes provided to date have not documented physical limitations that would qualify for permanent cancellation under the terms of the agreement nor listed any definitive period of time, including that mutually agreed upon in the agreement to qualify. This has been reiterated to the member- if they would like to provide an updated note that contains this information (physical limitations and duration of limitations), we will be happy to advise available options under the agreement. 

  Customer Answer

  Date: 07/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as I have provided the doctors note with limitations and as much of a timeframe I can give at this moment. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2022

  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 signed up for a fitness trainer through Lighthouse fitness on June 8, 2022 through Gold's Gym on ******************, *********, **. I wasn't informed that the membership was a year contract or included a huge cancellation fee. I attempted to cancel my membership of the 3-day rescinded policy of signing the contract and following the next two weeks. The salesperson for this company did not inform me of any cancellation fees so I found out about the $300 cancellation fee on my own after the trainer hadn't responded to any of my questions. When I repeatedly wanted to cancel (through text and in person) and asked about canceling, a vague answer of asking his boss and letting me know later resulted in not getting an answer until I came in to discuss the paperwork and was stricter about canceling. Still, he did not mention the cancellation amount or the 12-month contract. Stipulations and details of the contract were not discussed until AFTER signing the contract. Their negligence, unethical behavior, and ignorance for not providing the necessary information to help the client is unprofessional and irresponsible. After signing the paperwork, he told me there was a penalty but did not specify the amount to cancel. He stated the cancellation was not a large amount. He stated the cancellation fee was on the back and did not address it during the signing of the contract. I told him I did not want to pay the amount because I rather save the money. He interrogated me about how much I make, what I spend it on, how to save, and to get another job to pay for the membership. He recommended Instacart and working the front desk at Golds Gym.I have gotten a new card, called my bank fraud department, have written a bad review, but I am charged nearly $300 a month. I understand they will eventually send it to collections and they will force me to pay the full amount and fees. I will cancel the charge and I'll write a bad review. If you have any advice, please let me know. Thank you.

  Business Response

  Date: 08/15/2022

  Thank you for reaching out to us! All details of the agreement, including the term of the agreement, monthly payments, total of payments, rescission dates and processes, cancellation processes, and methods of contact are expressly defined in the agreement available to the member prior to entering into the agreement and a carbon copy available to the member. These details are transparently available and any allegation of impropriety or non-disclosure are factually not supported. We did not receive any written rescission request from the member, whether through certified mail or through our website as both are detailed in the signed agreement. Additionally, the member has not contacted us to request early termination of the agreement or paid an early termination fee to cancel the agreement through the process mutually agreed upon in the signed agreement. If the member sent a written rescission request within the defined period, we invite them to contact us through our website contact page listed in the signed agreement and send us a copy of the certified mail receipt. In absence of a written rescission request within the defined period, the member may cancel the account once brought current through the early termination process defined in the agreement. All services the member has paid for are available for use and may be scheduled at any time through their Club Ready login; if further assistance is needed, again, we would refer them to our website as listed in the signed agreement for further assistance.

• Initial Complaint

  Date:07/14/2022

  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.

  I paid 184 for initial processing and last month of 12 month contract on 6/13 and my account was autodrafted for 135 on 7/13. The schedule should be 3x a month but 2 of my sessions were cancelled one within 24 hours. I decided I didnt like the service and it should be cancelled if Im going to have to be constantly rectifying situations like this and it should be cancelled with either no cancellation fee or a heavy discount on cancellation. They have refused despite the fact that they have made 319 for 30 minutes of work. I ************** my losses and leave but they are adamant about forcing me to remain in this contract with their unreliable service and trainers. They did offer to replace the sessions and tack on a free session but I consider it far too little far too late. Im getting charged for that month and as far as Im concerned its not about the sessions its about the consistency of the sessions. The fact that they wouldnt even offer a refund even partial for the first month despite my request to either have that or free cancellation I consider to be unreasonable. Never been so disappointed. The contract is clearly written in a way so that no matter what they come out ahead and theyre so greedy theyre not willing to make an exception. This may all be legal but it shouldnt be. With my first month being such a bad impression and having been canceled on with no effort on the trainers part to find a replacement trainer for those sessions or to even schedule a different day in the week I cant believe Im being forced to pay for a product Im not receiving. In any case I feel like a fool for signing. I take responsibility that I made a dumb decision but I only do this and write this so that hopefully people in the future will be protected against these predatory fitness contracts.

  Business Response

  Date: 07/29/2022

  Thanks for following up with us; we promptly responded to the member's allegations via e-mail on July 14, 2022 as copied below. We have advised how the member may schedule his sessions, offered assistance scheduling the sessions, and have inquired the information regarding any missed sessions to properly address the issue under the terms of the agreement. To date, the member has not accepted our offer to assist and has not paid an early termination fee to begin the cancellation process. If the member would like assistance or would like to proceed with early termination, they simply need to reply to the correspondence previously sent to them.

   

  *******-

      Thanks for reaching out to us; all services you have paid for are available for use and may be scheduled through your Club Ready login at any time- we have provided your information to the local team to offer to assist you with scheduling. If a session was missed with less than 24 hours notice, please advise the date, time, and whom the session was scheduled with; we will be happy to review and add one free session per occurrence as provided for in the agreement. There has been nothing predatory or unethical here- you have paid for services which are readily available for your use and we have noted your intent to defame and disparage the business. If a miscommunication occurred and a session was missed, we will add a free session per occurrence as agreed upon in the signed agreement. 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!
  
  
  Lighthouse Fitness Management