Complaints

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

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  Club Fitness

  3701 N Saint Peters Pkwy # A Saint Peters, MO 63376-7317

• 

  Club Fitness

  225 Ofallon Plz O Fallon, MO 63366-2653

• 

  Club Fitness

  9751 Manchester Rd Saint Louis, MO 63119-1346

• 

  Club Fitness

  15425 Manchester Rd Ballwin, MO 63011-3077

• 

  Club Fitness

  1130 Vaughn Rd Wood River, IL 62095-1848

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:06/04/2025

  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.

  They will not let me cancel my form. I have submitted to their online form a cancellation 3 times and called them so many times. They eventually get back to me and tell me I have to mail in a cancellation form or go to the gym when a store manager is there. They will not give me the mailing form and I've already paid for stamps once. I've gone to the gym 3 times now during business hours and even took off work early once. A manager is somehow conveniently never around when I show up. This is ridiculous, congress literally passed a law for once click cancellations and I've literally wasted weeks and days of my time trying to cancel to no avail.

  Customer Answer

  Date: 06/06/2025

  *********************************** located at ***********************************************

  Business Response

  Date: 06/10/2025

  We received ********* cancellation notice on 04/08/2025. Due to the 30 day notice in our agreement the final billing was on 04/19/2025 to finalize his request. His account has been closed since 05/18/2025. I have attached his cancellation submission and our response when processed. 

• Initial Complaint

  Date:06/04/2025

  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.

  Club Fitness sent me to collections. On April 2025 I canceled my gym membership, which had been active. I recieved a cancelation agreement by email. Now I am getting an email from a collections agency saying I owe Club Fitness $113.82. I have tried to log back into my club fitness account and see what these extra charges are even from. I no longer have access to my account and have no idea what these charges are from, since I successfully canceled my account.

  Business Response

  Date: 06/12/2025

  Jerseny cancelled on 04/01/2025. At the time of cancellation, she had a past due balance that started to accrue 01/04/2025 through 05/04/2025. We confirmed her balance and instructed that she would need to pay that to finalize the cancelation. I have attached her past due balance summary, her cancellation submission, and our response to her. 

• Initial Complaint

  Date:06/02/2025

  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.

  I signed up for personal training, the training failed to tell me ANYTHING about the cancellation policy. He told me I could cancel anytime I want without any issue. Ive told the trainer, and manager I want to cancel and they have continued to charge me for sessions. $350 in sessions now Ive been charged that I have not received. The training keeps scheduling fake appointments without my consent which I only know about because I get email alerts. They refuse to cancel and they are tricking people into signing up without telling them about the policies.

  Business Response

  Date: 06/06/2025

  I have attached the personal Training agreement which states that the service is a recurring service that will continue to bill until the member requests cancellation in writing. 

  Our Area Market Director reached out to ********* and had a conversation where she stated she was going to leave the conversation happy as long as her training was canceled and she was not billed again. *********** Personal Training agreement has been cancelled. 

• Initial Complaint

  Date:04/14/2025

  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.

  I moved to ************** from ******** in July of 2024. I called club fitness over the phone in July and canceled my Membership. At least I thought that they did that. I also had my debit card canceled because someone was making extra charges to it. Found out today that they were still charging my old account every month after I canceled. So I had $400 charges to the account and it dropped my credit score almost 300 points. Im young and still trying to get a decent credit score for a car. This was criminal that they have been charging me. I moved in July havent been near a club fitness. I called over the phone to complain and they charged me $125 to have them remove me from collections. This is just awful that they can do this

  Business Response

  Date: 04/14/2025

  Member joined on 5/13/2024 for a 12-month payment commitment term. Per the agreement terms cancellations are to be submitted in person or by mail. We do not show a cancellation being received in person or by mal. The billing information on file became invalid and unable to collect payment therefore creating a past due amount owed. The balance was sent to an outside agency once 90 days had passed without a payment. Member did call in on 4/14/2025 to pay a settlement amount to be removed from collections. Payments are reported once a month to the collections agency then they report back to the credit bureaus. This process may take up to 60 days to be reflected on one's credit report.

• Initial Complaint

  Date:03/03/2025

  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.

  I have had a membership with them for 3 years and have always been on time. Last week I got a letter from a collections agency trying to collect on behalf of club fitness for ******. I have tried calling them multiple times but no one picks up the phone, instead it tells me to go through an app. I have tried to go to the location directly to ask, but no one has any information. They have 3 of my cards on file and all of them work, even the workers saw it and didn&#**;t understand the issue. I have called ************ and ************. ************************************************************** is the one I go to most often, but I visit multiple locations.

  Business Response

  Date: 03/03/2025

  We will have our customer service department reach out to **** to discuss her past due amount and how the charges became. For reference, when calling either number the message states for current members press 2, then to be connected to a customer service representative to press 7. Our customer service line is available Monday - Friday 8am -5pm CST.   

• Initial Complaint

  Date:01/31/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi - Im filing a complaint for Club Fitness (specific location **************************************************). Ive called at least three times last year to their corporate line because theres no way to call to the direct location. I go to the gym everyday however it defeats the point to speak with the staff at the front desk because theyre not going to relay the information to the manager nor correct the complaint. The womens locker room never is fully stocked with tissue, Ive attached photos to this complaint with what looks like dried up blood (this has been in the location of the photo for several days). Theres a male staff employee that comes by every morning to inquire if theres anyone in the locker room every morning, however Im unsure as to whats the reason (its to clean however the locker room is never clean) because he doesnt clean the locker room because it looks the exact same the very next day as did the prior. I would hate to say that this location needs to be shut down because of how unsanitary it is however its consistently unclean. If the employees/staff isnt going to keep the gym clean then they need to hire a cleaning to come in daily to make sure its clean and safe for the members to use. I would hate to have people lose their jobs yet I dont feel comfortable paying a monthly membership somewhere for a place that isnt well kept. Yes, i could go to other locations; yet why should i inconvenience myself because someone else cant run their business correctly. I would like something to be done and immediately, Ive also sent an email to that specific location with photos with hopes for a change. Thank you for your time!

  Business Response

  Date: 02/03/2025

  We are working not only the staff but the management team to address the cleanliness of the facility. We thank you very much for your detailed submission. 

• Initial Complaint

  Date:10/23/2024

  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.

  I had a 3 month membership and around that time I was debating moving. I was trying to cancel with them over the phone, but then said I had to come in. I came in, but then they said no one there could cancel so I had to email. I emailed and then they told me to mail so I thought I'm just gonna eat the charge and it would be done. Recently I got an email telling me there's a hiccup in my payment, but I have not had a payment in a year. I did also see in the last month that there was a credit report issue and now getting corrected. I do not live in the mid west anymore. I have not for a year and some change. ************-This was my old number. they may still have that on file.

   

  ************************************************************************************ is the location. 

  Business Response

  Date: 10/24/2024

  Member above contacted the customer care email on 1/22/2024 and a response with instruction on how to cancel at the kiosk or by mail was sent on 1/24/2024. A cancellation was not submitted through the kiosk or by mail. Member's payment then started declining creating a past due amount owed. Between the dates of February 5th, 2024, and May 13th, 2024, an attempt to contact the member was made no less than 13 calls made, 8 text messages and 5 emails with no response from the member. Those notices were indication that the membership was still actively billing. On May 26th, 2024, the account was sent to an outside agency for collection. Members account remains with the outside agency for collection of the past due amount owed. 

  Customer Answer

  Date: 10/24/2024

  Complaint: 22464292
  
  I have reviewed the business' response and am rejecting it because:
  

  In continuation of its pattern, the business again misrepresents the facts surrounding my claim. I was told I was getting a three (3) month membership because I was contemplating leaving the state. Within that same month, I made several attempts to cancel in person. All of my several attempts to cancel in person were denied because staff told me the person with authority to facilitate the cancellation was not present. On my final in-person attempt to cancel, I was told I could not cancel in-person that day, but I could cancel via email. I was given the wrong email address (a ".com" address and not a ".us" address). I made several attempts at emailing the provided email, proof of which I provided to the business. Not a single phone call to the business went through to clear the apparent issue. After moving over ***** miles away, and by discovering an appropriate email through my own diligence, I was told to travel back to ********* or mail an Arkansas address. Nowhere in the "agreement" references the address. In that same email, I provided the business with my updated cellphone number. Determining that I was not getting a refund for my three (3) month membership, I ate the cost to avoid further frustration. No further contact from the business, via email, phone call, or text, followed for months. The only email I received came from an "ABC" entity with an altered Club Fitness logo that clearly looked like a phishing email containing a suspicious link. Again, no phone calls I made to verify the claim went through. Now, the Club is misrepresenting the facts outlined above to the public, despite my proffer of evidence, in its deleterious response. 

  
  

  Business Response

  Date: 10/29/2024

  See attached signed agreement where member agreed to a minimum payment term of 12. There is nothing within this document to indicate member signed up for only 3 months. Cancellation instructions are outlined within this agreement (address as well) as well as located on our website accessible at any time. Instructions were provided to member in January of 2024 with the address on how to cancel. Member chose not to follow the instructions provided in January of 2024. We are unable to upload the documents showing the numerous attempts to contact the member about the past due amount owed due to the size of the file. As of October 24th, 2024, member has been offered a settlement to close the account with the outside agency for less than early termination fee that would have been charged should the member have followed the instructions provided on the website, within the agreement or from the email sent in January of 2024.

  Customer Answer

  Date: 10/29/2024

  Complaint: 22464292
  
  I have reviewed the business' response and am rejecting it because:

  This response is misleading. (1) The attached agreement states a different term (12 months) than I was told (3 months) after indicating I would likely be in the Midwest for a short time. (2) Regardless, I made multiple attempts to cancel in person in the same months I joined the gym, but was told I was unable to cancel "that day." (3) On my last in person attempt to cancel, I was told to email a ".com" email address that would let me cancel because I was leaving the *******. I reached out to the that address multiple times, and as early as November 2023, and was told "recipient did not accept" the message. See Exhibit A. I attempted to call multiple times, but the calls have never gone through and were consistently dropped. (4) I discovered, with no help from the organization, that I was suppose to email a ".us" email. I emailed that email in January 2024, referenced by the organization but after I made multiple and months-long attempts at contact. Exhibit B. In that January email, I provided by new phone number. The organization responded by directing me to email an Arkansas address, which is not present in the "agreement." (5) I had not heard from the company for months after that email. However, I received a suspicious email with an altered logo (not rendering in exhibit) and different company address. Exhibit C. Again, multiple phone calls were placed but I was not able to contact the company.

  The organization did make an offer to settle the matter. However, the terms of the offer were vague and I requested confirmation that they would expunge their specious claim on my credit and not simply "drop" it. I have not heard back. 

• Initial Complaint

  Date:08/03/2024

  Type:Facilities 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.

  This gym runs around 87 degrees in the summer and refuses to get their AC fixed. They have the money to get it fixed but refuse to. FIX THE ****** Put in ice machine or water that is actually cold in the water fountains!!!!!!!I had a stroke scare a month ago here because of the hot temperatures while working out and I was hospitalized overnight. When will they take it serious?They put up fans around the fitness room and it doesnt help. Its just blowing the hot air around. We have been going to this gym for 10 years and every year we bring up this issue. Its time for this to be fixed.

  Business Response

  Date: 08/06/2024

  We have been working with the landlord to have the ** replaced. 

• Initial Complaint

  Date:07/23/2024

  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 have had the hardest time trying to cancel services upon which I never used. I cannot remove my credit card from the account. I get an email saying they cancelled the class so I sent an email asking when my money will be refunded and now they say I've got to pay some $129 buyout cost? I don't even know what that is. They are trying to steal at this point. I wrote a letter to cancel and did everything it said to. I want my money returned and my credit card information deleted from their establishment!

  Customer Answer

  Date: 07/23/2024

  739 Gravois bluffs Blvd.

  ******, Mo 63026

  Club fitness ******

  Business Response

  Date: 07/26/2024

  Member joined on 7/4/2024. Member cancelled by mail with a postmark date of 7/15/2024 therefore the last billing will be 8/7/2024 for the early termination fee as the member has not yet fulfilled the minimum term of 12 payments that was signed for on 7/4/2024. The early termination fee is $129.84 per the agreement terms. An email was received to our billing company on 7/23/2024 stating that member wished to remove authorization for the credit card placed on file which was processed. The previous card information provided is no longer on file to bill and member will need to make payment on their own by 8/7/2024 for the early cancellation fee either online, in person or by mail. Member has already been refunded for the personal training member purchased the day of enrollment for $99. 

  Customer Answer

  Date: 07/26/2024

  Complaint: 22029469
  
  I have reviewed the business' response and am rejecting it because: I was never a member. I paid for a foundations assessment only. I didn't sign anything. I didn't accept anything. There are zero documents associated with my being a member because that is untrue. Show me documents that I signed and I'll happily pay their fee but I am not a member nor have I ever been. I've never even been in the building before. 
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/30/2024

  You cannot purchase personal training (foundations are pt sessions) without being a member. See attached she purchased a membership with foundations. She followed the cancellation instructions to cancel her membership. 

  Customer Answer

  Date: 07/30/2024

  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. Please apply that $99 that was supposedly being refunded to the cancellation and I'll pay the remaining and get the h*** out of my life. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/11/2024

  Type:Product 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 February 19, 2024, I physically went into the Club Fitness location near ******** in ******************, ** to cancel my membership. When I arrived and explained why I was there, I was directed to a kiosk located directly to the right of the front desk and instructed by the manager on inputting the required information to cancel my membership. Upon completion, I asked the manager is there anything else that I needed to do. The manager responded "no, you're all good". In March, I notice that a withdraw of $32.67 from Club Fitness came out of my checking account, which made, me scroll back to the date that I canceled the membership and noticed that there was also a $35.94 withdraw taken since that cancelation date. I physically went back to the same location and expressed my concerns. The employee at the front desk went into their system and stated to me that my membership was still active and showed nothing about me canceling my membership. I explained to her the exact process that I was taken thru when I came on February 19. She then saw the withdraws that were made since the February 19th and wrote them down along with the contact to reach out to in order to get a resolution. The contact turned out to be the 3rd party that does the billing and not a Club Fitness representative. I got busy with work and could not make it back to the physical location right away, and when reviewing my bank statement in April, noticed another withdrawal of $35.94. I again went back to the physical location and spoke with the same manager that originally took me thru the process of canceling my membership. We went back thru the same process and this time there was an option to send an email verification to myself, which I selected. However, on May 1, 2024, there was another withdraw of $55.44 from my account. Upon checking my email, there was a response to my complaint stating that since I had no proof that I canceled in February, on THEIR kiosk, that they couldn't issue a refund to me.

  Business Response

  Date: 06/17/2024

  We were able to locate a submission from 2/19/2024 to cancel the membership. The last billing per the agreement for a 30-day notice based on the submission date of 2/19/2024, March 1st, 2024 would be the last billing. A refund for the April and May payments billed has been submitted for a refund. Member was not billed in June 2024.

  Customer Answer

  Date: 06/18/2024

  From reading their response, my understanding is that Club Fitness is offering to refund withdrawals of $35.94 (04/01/24) and $55.44 (05/03/24) that were taken from my account. There was also a payment of $32.67 that was taken on 02/26/24. Not sure why that transaction was submitted to my account, and I feel that should also be refunded. 

  Regards, 

  ***********************