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Business Profile

Fitness Center

Catalyst Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

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Catalyst Fitness has 7 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2022

      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.
      I was a member at the Eggert location, but the account was closed in 2018. I left with no issue in 2018 and have not had any problems until last month. On 11/22/2022 there was a charge of $39.00. I called the gym and asked how this was possible, I haven't been a member for over 4 years. The manager said he was going to go to his office and call me back, but never did. On 12/12/2022 another charge was made for $43.45. I called again and spoke with a young man who was rude and said there has been no charges on my account since 2018. I told him that I could come in and show my bank account, he then directed me to call the Maple location. I called the maple location and they told me they did not see a charge also. They said they had a few complaints like this lately. I was told they were going to follow up with the bank, but they were not able to issue a refund. I have not heard from them and I still have not had a refund. I am uncomfortable that they have my card on file after all these years, and they can still make charges out of my account at any point.

      Business Response

      Date: 02/17/2023

      Hi Kevin, I apologize for the delay in getting back to you.  Catalyst Fitness acquired the *** *** ***** on Colvin on 11/18/2022. ********* ******** was a member of the *** *** *****. As of 11/18/2022 Catalyst assumed all billing for the *** *** *****, the charges are for her gym membership that is now owned by Catalyst Fitness. The merger of the computer system did not take place until the end of January so when she called Catalyst the person she spoke to was unable to see the charges as they did not have access to the *** accounts at that time. Had she called the *** or visited the location they would have been able to explain the charges. *********** membership with the *** is still active and she will continue to see charges for Catalyst Fitness.  Please let me know if you have any additional questions or if you need anything else.  Thank you,  Heather D********* Accounting Manager Catalyst Fitness ************ *** ***
    • 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.
      I emailed and spoke with Todd at Catalyst Fitness cheektowaga as I was having knee surgery and requested my account be frozen. This was never done, and I was charged. I never received a refund, and I am being harassed daily from their collections department demanding more money.
      This is unacceptable, and I am tired of being harassed by them. Todd R***** has promised refund that aren’t happening and telling me to disregard all the harassing emails and phone calls.
      I am requesting my refund, putting in 30 day notice to cancel membership, and request they stop harassing me via email and phone.

      “ Hi *******,

      Your account is frozen. We contacted our financial company to remove the past dues. They will be removed in a few days. Please disregard any emails telling you that you owe $26.99. Have a great day!



      On Wed, Dec 7, 2022 at 2:34 PM ******* ****** <*******************> wrote:
      Hi Todd,

      I’m confused by this email below. Can you tell me what’s going on? Your last email said that my account was frozen due to my knee surgery and they are trying to charge me again. I’m not understanding why this can’t be resolved.

      ******* ****** Sent from my iPhone

      Begin forwarded message:

      From: *************************************.com
      Date: December 7, 2022 at 2:07:41 PM EST
      To: *******************
      Subject: OOPS!

      ? ACCOUNT #: ********* Amount Due: 26.99 (Plus any late fees or service charges as specified by your membership agreement)

      Dear ******* ******,
      This letter is to inform you that your most recent MEMBERSHIP PAYMENT was declined. Please check to see if the payment method we have on file is still valid or that you have enough funds to cover your membership payment. If your card number, expiration date, or bank account has changed, you will need to provide us with your new payment information.

      Your payment information may be updated by doing one of the following:

      • You may access your online account and update your payment method there (please note that an extended
      delinquency may result in access being temporarily revoked)
      • Stop by the front desk
      • Call us and we would be happy to update your payment information over the phone at ###-###-####

      If you have already updated your payment method and brought your account current, please ignore this email.

      We thank you for choosing CATALYST FITNESS - CHEEKTOWAGA, NY, and for your quick response to this matter.

      Regards,
      CATALYST FITNESS - CHEEKTOWAGA, NY
      Business Office *************************************.com
      Please call ###-###-####



      Don't want to receive emails from us?Unsubscribe







      --
      Todd M. R*****
      Lead Fitness Activator
      770 Wehrle Drive
      Cheektowaga, NY 14225
      ###-###-#### ”



      Todd M. R*****
      Lead Fitness Activator
      770 Wehrle Drive
      Cheektowaga, NY 14225
      ###-###-####

      Business Response

      Date: 01/20/2023

      ******* ****** was refunded $41.49 back to her credit card on file on December 28, 2022 due to a medical freeze. The freeze on her account expires on 1/28/23 and dues will resume on that day.

       

      Heather D*********

      Accounting Manager

      Catalyst Fitness

      ###-###-####

    • Initial Complaint

      Date:10/31/2022

      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.
      My contract to the gym expired. I did not sign the automatic renewal clause. They automatically renewed my contract and have been charging me.

      Business Response

      Date: 11/01/2022

      The member transferred his membership from one club to another, in doing so his membership agreement was rewritten on 12/6/2021 with first dues drawn on 12/13/2021 agreeing to another 12 month contract. Mr. ******'s contract is set to expire on 12/13/2022 and is currently in pending cancellation status for that date. Per the contract that the member attached the transfer requirement is as follows:Transfer• Core members are permitted to transfer their membership to another club for atransfer fee of $28.00. Members must enter into a new 12 month agreement.As a courtesy Mr. ****** was never charged the $28 transfer fee at the time of the transfer. 

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