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Business Profile

Fitness Center

MUV Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

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MUV Fitness has 6 locations, listed below.

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    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 8 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:06/10/2024

      Type:Customer Service 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 sent my relocation paperwork to ********@muvsc.com on June 4th, but I haven't heard back yet. Since I need to give a 30-day notice, I'm concerned that my email hasn't been acknowledged. My 30-day notice period would end on July 4th. Please cancel my membership, I'm no long in south Carolina

      Business Response

      Date: 06/11/2024

      Information was received on 6/4/2024 by Mr. ******** and was cancelled as requested for move.

      Business Response

      Date: 06/24/2024

      Sorry thought someone responded to this.  This membership was cancelled on 6/4 when received by the club with a 30 day notice of receipt of cancellation.  Membership has been cancelled and no further payments are due.

       

      John R. S*********, MBA

      Chief Financial Officer

    • Initial Complaint

      Date:06/05/2024

      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.
      Good Afternoon, per our conversation here are supporting documents of the request I made to have my membership paused by Manager Dan of the Sandhills Forum Drive MUV Fitness South Carolina location on September 20th 2023 as I stated he was extremely rude and told me he would not pause my membership unless I came into the location even after telling him I was in pain from my auto accident etc. and out of state . I even offered to send documents from my auto accident (Phoenix Arizona police report urgent care docs etc.) and he refused to do anything unless I came in person. At that point I asked for the number to corporate and he refused & instead gave me the number to another Columbia , SC location in Irmo. After speaking to the Irmo location they gave me the number to the SC corporate office I attempted to reach corporate a few times with no luck was only able to reach voicemail. As I stated I left voicemails but did not hear back from anyone so then I googled the national MUV number & found (509)467-1500 however that number is to Spokane, Washington the young lady at the Spokane location was very helpful and stated she would reach out to one of the higher ups in that region to get in contact with someone in South Carolina because she couldn't see my membership in the system. During this call the young lady also informed me that pausing my membership should have been a very simple over the phone transaction & that what Dan told me was improper. As I stated I never wanted to cancel my membership but simply pause it until my health improved also at the advisement of my lawyer HOWEVER as of today MUV fitness has placed a collection on my credit report for $739 I have never had a collection for anything and to have it on my credit due to horrible customer service is really disheartening MUV FITNESS PLEASE FIX THIS MATTER

      Business Response

      Date: 06/10/2024

      When we freeze a membership, our policy is payments don’t stop but we extend time to cover missed time.  However, because past management handled this inappropriate, we have contacted the collection company to remove it from his credit.  As of 6/5 when we got the complaint, they have started that process to get it off ********** and they let current us know that it takes 30-45 days for ********** to update on credit report. 
    • Initial Complaint

      Date:05/28/2024

      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 realized the fitness center has confined to charge me for several months after my contract expired. They did not mail me any info and did not get my permission to continue charging me. I contacted the gym and was told they would offer me a “courtesy” and cancel without continuing to charge for 30 days, but they have continued to charge.
    • Initial Complaint

      Date:05/08/2024

      Type:Billing 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.
      Greetings,
      Please see the attached detailed statement. Also, my checking account is being drafted $16.99 every two weeks so the charges are double to the original contract of $16.99 per month.

      Thank you,
      Mrs. ** ** *********

      Business Response

      Date: 05/20/2024

      Since we are unable to talk with former employee, Mrs. ********* has been cancelled effective immediately.  She will receive 2 refunds totaling all she has paid to date:

       

      $49.00 for downpayment Enrollment Fee pd on 4/4/2024 processed by us

      $89.97 for biweekly dues (4/18 $16.99, 5/2 $16.99, 5/16 $16.99) + enhancement fee (5/19 $39.00) processed by our billing company to date  

       

      John R. S*********, MBA

      Chief Financial Officer

      Customer Answer

      Date: 05/24/2024

      Greetings, 

      I accept the offer since I already informed MUV Fitness of all the charges.  I wanted to be transparent, which is the right thing to do.  I appreciate the matter being resolved.  

       

      Kindest Regards, 

      ** ** *********, MA, CC

      Dr. *********, 2024

    • Initial Complaint

      Date:03/27/2024

      Type:Billing 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.
      I moved out of state at the end of December 2023. I informed MUV fitness of this and they told me to send an email to get the membership cancelled. I sent an email. They still kept pulling money from my account. I called them several times. They told me it was resolved. Still kept pulling money out of my account. I email multiple times. They still kept pulling money out of my account. My mother went and talked to someone directly and they person stated they resolved the issue and no more money would be pulled out and that it looked like MUV actually owed me money. Guess what. They still kept trying to pull money out. I want this stopped immediatetly and all the money they pulled from my Bank account in 2024 returned. Which is approximately $100 or more

      Business Response

      Date: 03/28/2024

      I do see a note on 1/26/24 about a cancellation request. You are in contract so we would need proof of relocation. I am attaching a copy of your contract and the cancellation policy for relocation. Please complete the cancellation form and send back with one of the types of proof listed on the form. I will be happy to back date to the original request date or based on the proof once It is received.

      Business Response

      Date: 04/06/2024

      Thank you for the attachments. I have canceled your membership. Also, I have emailed ABC to refund all drafts from 2/6/24 - 4/5/24. You should this back in your account within 7 - 10 business days.

      Customer Answer

      Date: 04/08/2024



      Complaint: ********



      I am rejecting this response because:

      I requested cancellation either at the end of December of 2023 in person. I moved to Kentucky at the end of December 2023. Starting in early January of 2024. I have made several phone calls to MUV fitness. My mother went there in person, due to I live in Kentucky. Same run around. Desk clerk looked it up. Said it should have been cancelled a long time previously and that money was owed back and that he would take care of it. Even after that money was pulled from my account. Trying to get my membership cancelled due to the move per the contract has been very painful. It is not my fault no one provided me with the correct information on how to get this membership cancelled. Lack of information that only benefited MUV fitness. 

      My check stub that an attached clearly shows me actively working in Kentucky on 1-11-2024. Why would you only refund the membership fees from February 2024? Why are you still trying to take money away from me? I want due pulled out of my account at any time in 2024 refunded. 




      Sincerely,



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

    • Initial Complaint

      Date:03/04/2024

      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.
      On 1/10/24 I joined MUV Fitness for their water aerobics. I am a senior citizen with a back deformity from osteoarthritis. I asked the young clerk the rate if I joined under my son's membership. She was not certain but responded about $35 which would be automatically debited. Nothing more was said, and I assumed this was a monthly amount. My bank account was then automatically debited $38.99 on 1/22, on 2/5, and on 2/20. I called the Fitness Center and inquired on all the payments especially since I am a senior citizen on fixed income. I was told I must pay twice monthly and that the contract is binding for a year. No One told me about this payment procedure, nor is it on the form I signed. On 2/22 my bank account was debited another $39. My bank account is now in the red.

      Business Response

      Date: 03/05/2024

      Hello, I am attaching a copy of the contract that you signed. Please let me know if you have any questions. We do draft bi-weekly. 

       

      Respectfully, 

       

      Karen B****

      Customer Answer

      Date: 03/07/2024



      Complaint: ********



      I am rejecting this response because: Just for the record, I was never aware of or received a copy of this contract, so I was not aware of the multiple monthly payments or the binding nature of the contract for at least one year. I therefore thought the Customer Service Form I signed on 1/10/24 was the contract. The social security number and signature on the contract are not mine, but the person who opened the account apparently as a "gift." Unfortunately, I'm forced into a position to make these payments, though I don't have the income to support them.



      Sincerely,



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

      Business Response

      Date: 03/08/2024

      I am showing your signature on this contract. Also, the contract was emailed to you on 1/10/24. I am attaching a copy of all documents. I do not show a customer service form that you mentioned.
    • Initial Complaint

      Date:02/13/2024

      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'm not liable with this debt with M u v Fitness Columbiana point.I do not have a contract with NetCollections LLC
      They did not provide me with the original contract as requested.

      Business Response

      Date: 02/14/2024

      Hello, 

      I am attaching a copy of your signed contract. I did notice that the last name was input incorrectly but your signature does reflect the correct last name.

      Respectfully,

       

      Karen B****

    • Initial Complaint

      Date:01/16/2024

      Type:Billing 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 started going to this gym when I was on a travel assignment close to this area. When it was time for me to transfer, I let the facility know I would like to cancel my membership in July 2023 due to my next assignment not having a MUV near. I was told everything was handled, and then I kept being charged, so I reported this to my bank of America, and we were able to stop transaction and I spoke to the manager regarding this matter at MUV. She told me that my cancellation didn't go through and that she would handle it. Later on, I started receiving letters from a credit collection. And now this is showing up on my credit report. I have no idea what to do to solve this matter, and I am getting the run around from MUV facilities.

      Business Response

      Date: 01/16/2024

      Hello,  I looked into your account and do not show a request to cancel. However, you were in contract at the time you stated you had requested to cancel. In order to break the contract early you would need to provide proof of relocation over 50 miles away. If you can send me this proof, I would be happy to help. I show that your account was turned over to collections in August of 2023. I am attaching a copy of the relocation cancellation policy.

      Business Response

      Date: 01/26/2024

      Thank you for the paystub showing your name, address and dates. This helps to resolve this matter. You stated that you had requested to cancel by July of 2023. I do show that your last check in to the club was on 6/13/23. I can use that date to begin your 30 day notice to cancel due to relocation. However, there is still a small balance due to Net Collections. I will email them to adjust it now. The balance to close this account out will be $67.96.  

      Customer Answer

      Date: 01/26/2024



      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.




      Sincerely,



      ***** *******
    • Initial Complaint

      Date:11/21/2023

      Type:Billing 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.
      06/28/2023. I JOINED MUV FITNESS. THE MANAGER DAN WAS THE ONE THAT I DEALT WITH AND HANDLED THE MONEY TRANSACTION. WE AGREED TO $12.99 BIWEEKLY. MY INITIAL PAYMENT TO BEGIN WAS $51,99. ON 11/20/2023 I RECEIVED A PHONE CALL FROM THEIR COLLECTIONS STATING I WAS IN DEFAULT. THIS WAS MY FIRST CONNECT. I HAD NO IDEA THERE WAS AN ISSUE. I HAVE USUALIZING THEIR FACUILTY AND NO ONE SAID ANYTHING, TODAY I WENT PERSONALLY TO SPEAK WITH DAN. HIM AND CORP SAID, THERE ISN'T ANYTHING THEY CAN DO, IT'S BETWEEN COLLECTIONS AND I. THE COLLECTINS PERSON IS ANDREA GIBSON. THEY BOTH ARE SAY TWO DIFFERNT AMOUNTS AS WELL. MS.GIBSON STATED DAN WASN'T SUPPOSE TO DISCLOSE NUMBERS. PLEASE ASSIST ME, I DON'T UNDERSTAND THIS AT ALL. MY CREDIT SCORE IS GREAT NOW THIS!! AWAITING YOUR REPLY, THANK YOU

      Business Response

      Date: 11/26/2023

      I just checked your account with us and did find that the 1st bank draft came back no account/invalid account number. I see that ABC tried reaching you by phone for 90 days but could not reach you. They also sent emails for 90 days. You should have also noticed it was not drafting from your bank account. Our balances will never match with the 3rd party collection agency.  However, your are welcome to call them and pay the current past due balance and ask to be reinstated to our draft. Please let me know if you have any other questions. 

      Customer Answer

      Date: 11/28/2023

      Who will inform me of the amount of back payment.  There were two different quotes.

      Thank you

    • Initial Complaint

      Date:10/17/2023

      Type:Customer Service 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 mother, husband, son and I signed up on August 30th under the guise that the only obligation was month to month. We signed up on that date because there was a $10 registration fee special and we recently moved to SC with the military . As we signed the forms which we were never shown just told to sign here that it was for “auto draft etc” again never a mention of a contract. I only found out about the contract when I called to cancel which I assumed would be easy since it was month to month. I spoke with a manager at one point and was told it was “a miscommunication” I have since tried to reach a manager to even find out of much it would be to buy out and nobody calls back they’re always running errands or on break. We NEVER would’ve signed up knowing it was a contract.

      Business Response

      Date: 10/26/2023

      Hello, I show that all memberships were canceled on 10-16-23. This is not the norm as all memberships were 12 month contracts. I am not able to refund but just wanted to confirm that all accounts are canceled now. 

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