Complaints

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

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  MUV Fitness

  800 Columbiana Dr Ste 201 Irmo, SC 29063-7210

• 

  MUV Fitness

  4114 Forest Dr Columbia, SC 29204-4316

• 

  MUV Fitness

  619 N Lake Dr Lexington, SC 29072-2705

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  MUV Fitness

  226 Forum Dr Columbia, SC 29229-7933

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  MUV Fitness

  450 Killian Rd Columbia, SC 29203-9751

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:04/24/2023

  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 regrettably joined this gym in October 2021 and submitted a cancellation form in September 2022 due to military orders. After cancelling I was still being billed so
  I called ABC fitness solutions to find out some incompetent person didn't submit the cancellation. I then returned IN PERSON to see why and was told the person may have lost the paper and to resubmit the cancellation which I did. I was still being billed during this period so I called the location only to be told the person who handles the cancellations was not there and there was no cancellation reflecting on my account. I got billed again in December of 2022 and called again and I finally got in touch with the person who does the cancellation who told me I had to pay a close out balance of $62.98 in order for
  the account to be cancelled which I did. I called back once the payment was made to get reassurance that the account was closed in which I was told it was. That was January 10th 2023. I did a stop payment with my bank just to be sure I wouldn't get charged again. Now here it is April 21st I get an email out the blue that I owe $26.99. I called MUV and they're saying they don't see an account in my name. I call ABC fitness solutions and they're saying I have a past due balance of $53 and no notice of cancellation in the system. If this issue doesn't get resolved asap.. I will be documenting this via video to the world.

  Business Response

  Date: 04/24/2023

  Hello *******,  I have looked into your complaint. I show that when the cancellation was processed it was not done correctly. I have canceled your membership today. I do show that you had revoked authorization on three drafts in December and then paid the balance owed to cancel on 1/10/23.  There will be not more charges. I do apologize this was not handled correctly.  

   

  Respectfully,

   

  ***** *****

• Initial Complaint

  Date:12/08/2022

  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.

  
  
  Better Business Bureau:

   

  just wondering if the refund will go to the visa and if the refund will also be applied to my husbands account too

   

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

  Business Response

  Date: 12/08/2022

  In looking at your account, I do show that the initial draft did not clear. After that, the records show that you called in your payments to ***. The Billing was never updated so that is why the payment was higher on the membership portion. I do see that you added updated billing information today. This has lowered the membership payment back to the original amount. I will go ahead and email our billing agency to refund the overages that you paid to help resolve this matter. It could take between 3 - 5 business days to see the refund.

• Initial Complaint

  Date:10/11/2022

  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 joined MUV Fitness last year. My favorites are the movie room and the sauna. My life changed recently when I moved my mom from Sumter to Columbia due to her memory loss. She began forgetting to pay bills, her water has been cut off. She was losing weight, as she would forget to eat. She also had a couple of tumbles as she was also forgetting to take her daily medication. With my mom moving in I am unable to attend the facility off I-77 on Killian Road. When I called to cancel my registration on 10/1/2022, I was told I would need to come in. I was headed that way so I dropped in only to be told I couldn't cancel my registration if the request was not due to relocation or my personal health reasons. As I stated above my mom has memory loss, is losing weight, is unstable on her feet, and forgetting to take her medication. She is my main concern, I have to care for my mother, therefore I do not have time to attend MUV fitness. I should not have to pay for services I am unable to use. I left several messages for Karen, she returned one. Imagine my surprise when she pretended to care, told me she could not help me and suggested I pawn my membership on someone else. How insulting. I called at least four more times. she has not returned my calls. I have enough to worry about. This issue should not be one. Please allow me to cancel my membership and take care of my mom with a little peace of mind.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/11) */
  I did receive a call from you on 10/3/22 in reference to cancellation to take care of your mother. I did return your call to let you know that, unfortunately, that is not a qualifying reason for cancellation. I suggested the transfer option to see if that might help. There is another option to freeze but it only freezes time and not payments. The reason I did not return the other calls is because there was no other solution than what had been explained before.

• Initial Complaint

  Date:09/14/2022

  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 signed up for a membership ended up having to move to different state a month later so I locked my card I called told them I move to a different state they said ok I had to come in sign a paper or send the mail proofing I moved I told I couldn't do either one cause I was staying in hotels for my job with no bills in my name . I literally didn't even get a chance to use my membership now I have credit collection on my credit for 840 and it's only been 9 months n my membership was like 40 a month which would equal out to 360 I called n try to get things in order they told me to call the net collection when I did the guy was rude as **** didn't give no explanation kept saying I signed that allows them to that, said they called me before n i hung up n refuse to verify myself which I probably did cause I hang up the phone on unknown number that doesn't want to tell me what they want or who they are until I verify myself the guy was a straight up **** yelling like he was somebody when I asked to speak to someone else he said no we don't do that we don't care bout customer service this is debt collection u can't to no one else speak I'm as far as u go so hung up called muv fitness branch n they told me they can't do nothing about it

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Our records show that your drafts were returned for Insufficient Funds from the very beginning. I do show a few check ins at the club in December and January. In order to cancel a contract early, we do require proof of move. There are several documents that we accept. You stated that this was for work purposes, so a letter from the employer on letterhead would have worked or a paystub showing your name, the new address and a current date. Our records show that ABC tried contacting you by phone, text messages and emails but they did not get a response. After 90 days of an account being past due they are sent to our third party agency, *** Collections. At that point, we are not able to intervene. However, you should be able to provide *** Collections the proof of relocation and they should be able to help you.
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My last payment was December 28 which y'all did take the money out of my account insufficient funds didn't start until January which is when I my called I told that would I have to leave i hot paystub company manager number and all to prove it. talked to the guy he was rude ash sounded like someone spit in his drink raising his voice like he talking to his kid or something told me I have to pay and I can't talk to no one else but him so I said ***k him told him to go **** a **** and I don't care bout it I'll pay y'all whole year of membership but which is 500 but I'm not paying 840 one year gym membership that I didn't use or giving that **** head my money
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  Once an account is sent to collections we cannot intervene. Unfortunately, you will need to try to find a way to work with *** Collections.

• Initial Complaint

  Date:09/14/2022

  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.

  6/28/22 I purchased a membership at Müv Sandhills, Columbia SC. I was not verbally told that I was signing up for a contract, only the amount that I would be paying and the scheduled pay date (biweekly). I was under the impression it was pay as I go, cancel anytime. I then signed up for personal training under this same impression. I was also told only about pay and when It will be scheduled. Not once was verbally told about not being able to cancel or that it was fixed contact. If I was told this, I would have never signed up. Fast forward to 7/22/22 I come in to speak to Dan about canceling my Personal training membership. I was appalled by how Dan handled my situation. He told me I was unable to cancel. Offered no other solutions. This was a sharp contrast to how he treated me when the situation benefited him when I signed up for the membership; Dan was nice, open, and friendly. Meanwhile another employee told me the info Dan told me was false and that I was able to cancel via written letter. This employee offered solutions, treated me like they actually cared. Fast forward to yesterday 9/13/22, I walked in to speak to Dan about canceling my personal training again and now gym membership. Dan says I am unable to cancel because my last payment is December. Dan says I can also buy out. I am surprised by this response. I explain I was not verbally told that I was signing for any contract. While signing up, I was not shown what I was signing up for, they make you use a keypad and apply your signature quickly to the different areas and do not offer to go over the "contract". No written documents to go over. Just signing a signature on the keypad, and the customer blindingly trusting their word that they are fully explaining what you are actually signing up for. I feel completely scammed, and I want out of everything/membership. I do not want the services. I do no trust this company. Dan would not give me the corporate number, "Call the Irmo Location". Unprofessional

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/14) */
  All of our memberships are contracts. I show that you actually signed the hard copy of the membership contract. I will attach that for your review. Also, all contracts are emailed to each member for their files. Also, sending a copy of the PT contract that you signed. The buyout option is for the PT contract if a member is unable to complete the PT services for some reason. Please reach out to the SH location if you would like to do the PT Buyout and they can direct you to the correct person to help with this.
  
  
  Consumer Response /* (3000, 7, 2022/09/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  From the 2 contract documents you have attached I can see that the PT contract is NOT a signed hard copy. The bottom of my signature is cut off clean at the bottom because I signed using the key-pad, not allowing me to view the contact I was signing. Including that it was a 6 month contract that I was not verbally told about; I was not aware that it will be 6 months. I will not contact about a buyout because I was completely mislead and falsely advertised. As for the $10.99 contract I was not given any time to fully read the contract, felt rushed, and also was not verbally told it was an ongoing renewing contract because I would of not to agreed to it. Out of all the gym memberships I have applied for in my life I have never dealt with unprofessional/predatory techniques that I've dealt with at Muv Sandhills. I don't understand why it's so hard to be open and honest with your customers about what os being offered. I don't understand why after several other people complaining about the very same issue I'm complaining about why you don't take it seriously or address it so it doesn't happen again.
  
  
  Business Response /* (4000, 9, 2022/09/19) */
  I am showing all signatures on our side. The signature pad that you signed is part of the electronic agreements that we use for membership and Personal Training. I do show that you used the PT sessions from 7/7/22 - 8/31/22. I also show that you used the gym from 6/29/22 - 9/7/22. The only time a contract goes month to month is at the end of the initial term of the contract.

• Initial Complaint

  Date:08/23/2022

  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.

  Hello,
  
  I have attempted to contact the corporate office twice ( the week of 8/15-8/19) and left 2 voicemails with no return calls as of yet. On 7/28/2022 I had a PT session with America (she as great) at the Muv Lexington location after the session I decided to sign up for the small group sessions. I signed up for the small group sessions with Zach (GM) and was informed that the cost would be $28 for what I thought at the time was 6 weeks but I went back and reviewed my notes from the conversation that day and it was actually 6 months. At the time when you sign up you don't actually view or go through the contract, you are just given a pad to initial here and sign here. On 8/1 I received a copy of the contract and I noticed that it was not what we discussed, the contract was actually for 1 year and not 6 months. On 8/17 I called to speak with Zach the person I signed the contract with and he said what I recalled from the conversation was untrue and that was not something they offered. We went back and forth for a bit b/c I had a few more questions about all the other contracts I signed with them ( a total of 4) and after I said thank you, he just hung up the phone. I went to the gym shortly after the same day and had a conversation with him about the exchange and he told me I was rude b/c I said I can't trust anything that anyone says there and that the conversation was over. I told him that I felt like it was not over and asked him how could we resolve and he said there was nothing to resolve. He said that people try to get out of their contracts all the time. I was not asking to get out of the contract, I was just asking for it to be corrected. Also on the Muv Lexington FB page posted on 8/1/22 they even advertise for the entire month of August you get the Muv training program for $29.99 bi-weekly for 6 months, so why was I put into a year contract? If someone could contact me to resolve that would be great.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/24) */
  I looked into your complaint. I show that you joined on 7/28/22 and purchased the MT that is $28.00 bw and that can only be purchased at POS for that discounted amount. In July, had you purchased MT separately, it would have cost $35.99 bw. The difference in the two contracts is $296.12 so you are actually getting a better deal on the group training. The offer in August is only for August. We run different specials each month. Please let me know if you have any other questions.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Okay, so are you now telling me that the only available contract at that time was for 1 yr only? B/C that is certainly not what was verbally said to me. Also, can you address the issue regarding the staff? Also, how can I assure that none of the 4 contracts I signed on that day will automatically renew? At this point no one words are matching up and as stated before, the trust is broken.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  There are different plans available but the $28.00 bw that is sold at POS is the lowest cost bw. I have removed all of the auto renewals on membership and PT contracts. Please let me know if you need anything else.
  
  
  Consumer Response /* (4200, 11, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the feedback, but if given the option I would have chosen a lesser contract (preferably 6 months). Just b/c it is a lesser cost does not mean that is what I would have selected. It appears they the 1 year selection was made for me without presenting all cost options when I was verbally told something else. Non the less thank you for your reply. This could have all been resolved by phone but no one from the corporate office returned my call. Also in the future please present all options and share the contract with the customer and not just have them sign a key pad to things that you guys would benefit from. I am not pleased with this and I know to tread lightly with this fitness center going forward.