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Business Profile

Exercise Programs

Fitness Connection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

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

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    Customer Complaints Summary

    • 112 total complaints in the last 3 years.
    • 42 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:06/27/2025

      Type:Order Issues
      Status:
      Answered
      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 attempted to cancel my membership online, and of course, you are not able cancel your membership online. You must go in person or call the number.I was moving so I called the number, I was told that I would have to pay 2 more months then I'd have my membership cancelled. I agreed.2 months go by, and I am getting notifications about late fees. I was confused as I was no longer a member. I call the line again, the man that answers the phone got so mad at me, he told me to hangup and name called me. He eventually hung up.I had to drive over an hour to actually go in person and describe my situation. I asked if they were able to waive the late fees and they said it wasn't likely.I am writing all of this because Fitness Connection knows what they are doing. When I explained this to my coworkers, I didn't even have to name the gym, they knew the exact gym by the description.They are in direct violation of the *** Ruling from last year stating that any membership you can sign up for online, must be cancellable online as well.The reason I am writing this is because everyone just pays the fees, everyone just suffers in silence. The reputation is well known around the industry for them being this shady.All I wanted were my late fees waived and they couldn't even do that. I haven't entered their gym in 3 months and I am being fined for it.ALL I WANT ARE MY LATE FEES WAIVED. I have never written a review in my lifetime, this situation demanded it.They also make their website confusing on purpose where you are not able to even sign in to your account without downloading their application. How am I supposed to pay these late fees? There is no where on the home website to sign in to your account.

      Business Response

      Date: 06/30/2025

      June 30,2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******** ***

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. 
      After reviewing your account, you spoke with a customer service agent on 05/02/24 and your membership was canceled with 30-day notice since you were moving and the buyout fee was waived. Due to this, your final bill date was 06/01/2025 in the amount of $15.99. Your membership was then fully terminated on 06/30/2025. My apologies for the inconvenience that occurred when you spoke with a team member at the gym. It shows the payment for May of $15.99 declined due to the bank account being closed. Since no payment was received within 10 days a late fee was added for $15 for May. The payment for June also was not made since the billing information on file was no longer valid. Another late fee was added for $15 for the month of June. I see a payment was made on 6/27/25 at the club for $31.98 which was for May dues of $15.99, the late fee for May of $15, and a partial payment of $0.99 for June dues. The remaining balance on your account is for $30 which is for June dues of $15 and the late fee of $15. The late fees would be considered valid since no payment was made withing 10 days from the due date,which is the 1st of the month. This balance can be paid on the app or at the gym. If you need assistance with making this payment on the app, you may contact us at **************.


      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ***** *.
      Dispute Resolution Liaison

      Customer Answer

      Date: 07/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      there is no way to go on your account on the website. If i wait a few days youll be completely out of compliance with the FTC. 

      i called and tried to get the charges paid for and your customer service HUNG UP on me. 

      i was not able to go in person until later since i moved. 

      Waive the fees. Nightmare situation. 

      [Provide details of why you are not satisfied with this resolution.]

      Regards,


       


    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Answered
      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 sent an email that stated my account would be cancelled effective 5/31/25. I had previously called to cancel my account was told I could in 2 months--end of February. I thought this was a follow-up to that call, but since then, I have been charged. I was charged today, 6/24/25, $37.49 (which is over the $22.99 that is the monthly cost), and 6/16/25 for *****. I called to cancel today, and the *** stated it was indeed an error made by them, but they cannot refund the amount. This is grossly negligent, and I would like a refund for the amount, as I have not used this gym in months.

      Business Response

      Date: 06/25/2025



                                                               June 25, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******* ********

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      After reviewing the email that was sent to you, it appears there was a glitch in the database from which it originated. The member ID listed in that email does not match your account but instead corresponds to a different member who contacted us on 04/17/2025. As such, this cannot be considered valid proof of cancellation for your plan, as no cancellation request was submitted by you on that date.
      We sincerely apologize for any confusion this may have caused. Please note that cancellations are only processed upon request by the account holder.
      A cancellation was successfully processed on 06/24/2025 based on your request, in accordance with the required 30-day notice. Your final payment of $22.49 will be automatically drafted on 07/15/2025, and your membership will remain active through 08/14/2025.
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      This is an error on Fitness connection's part, not mine. Thus, should be resolved by them. They lack the customer care and professionalism that would help resolve misunderstanding. I do not have my account number quickly available for verification (as most people do not), I am trusting that what they send me is correct. My balance needs to be refunded or the new balance that they are requesting should be waived as I am not using the gym any way. 


       

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Resolved
      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 canceled my membership in person and the worker in the front took my scan card from me. Then after a couple of months I was looking at my bank statements and noticed I been getting charged $25.99 every month since February ******. When I called to cancel my membership they told me I still need to pay for the next month (July) because I need to give a **************************************************** speak to a supervisor about my issue. Im requesting a full refund of $129.95 and an apology from the company. The company can find my account information by searching my name and using my phone number ********** or email address, ******************************** Thank you for your help

      Business Response

      Date: 06/17/2025



                                                               June 17, 2025

      RE:  Better Business Bureau File # 23480282
      Complaint by: Aldo Nunez Plascencia

      Fitness Connection does apologize for any
      inconvenience this may have caused. Thank you for taking the time to share your
      experience with us. Every member is of value to us, and it is our most sincere
      regret you were left with an impression otherwise. 
      After reviewing your account, there is no
      record of a cancellation request submitted prior to 06/17/2025. As a 30-day
      notice is required, your final bill date is set for 07/01/2025 in the amount of
      $25.99 plus tax. Your membership will then fully terminate on 07/31/2025. If
      you are able to provide the email confirmation you would have received at the
      time of your initial cancellation request, we will be happy to review it
      further. Without this documentation, the cancellation request placed on
      06/17/2025 will remain valid, and all previous charges will be considered valid
      and nonrefundable. 
      At this time Fitness Connection has
      addressed the issue. We respectfully request that this file be closed as
      resolved.

      Respectfully,
      Vivian V
      Dispute Resolution Liaison

      Customer Answer

      Date: 06/17/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23480282, and have determined that this proposed action would not resolve my complaint.  



      [Provide details of why you are not satisfied with this resolution.]

      I never received a confirmation email which is failure from my part. All I did was listen to the employee word from mouth from the front desk that my membership was terminated. 



      Regards,





       


      Business Response

      Date: 06/24/2025

      RE:  Better Business Bureau File # 23480282
      Complaint by: Aldo Nunez Plascencia

      The agreement does also state
      the cancelation procedure which members can cancel at the gym, by calling
      customer service, or sending a letter. Also, attached the agreement with this
      response. Without proof of the cancelation such as an email confirmation or a
      tracking number we are not able to back date the cancellation. Your membership
      does show it will be cancelled by 07/31/25 due to the 30 days’ notice
      required. 


       At this time Fitness Connection respectfully
      request that this file be closed as resolved.

      Respectfully,
      Laura M

      Customer Answer

      Date: 07/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23480282, and find that this resolution would be satisfactory to me.  

      Even though I still paid. I’m just never coming back to this gym. 





       

    • Initial Complaint

      Date:06/03/2025

      Type:Billing Issues
      Status:
      Answered
      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 coaching in around January of this year, everything was good until I was unable to continue because of Carpal tunnel. I came into the gym and advised the coaching staff that I have to cancel. They said okay weve canceled your coaching no worries we will not be charging you. After a month I got a call from a collections receivables stating I owe $1200.00 which includes a cancellation fee of $500. This is over the top my coaching once a month was $80, how in the world is a business legally able to charge some this amount of money? This debt is now showing up on my credit report as a collections.

      Business Response

      Date: 06/09/2025

      June 09,
      2025

      RE:  Better Business
      Bureau File # 23414159
      Complaint by: Kimberly McGowan

      Fitness Connection does
      apologize for any inconvenience this may have caused. Personal training is
      through a third party and handled by Elevate Fitness. This has been sent to
      them so they can address your concerns. You may also reach out to them directly
      via email at: [email protected]


      Respectfully,
      Laura M

    • Initial Complaint

      Date:06/03/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Last year, I paid $1,200 for a gym trainer and only attended 7 sessions. Due to medical reasons, I couldnt continue, and despite emailing the gym and talking to the manager, they didnt refund my money.

      Business Response

      Date: 06/05/2025



                                                               June 5, 2025

      RE:  Better Business
      Bureau File # 23413147
      Complaint by: Zara Abadi

      Fitness Connection does apologize for any inconvenience
      this may have caused. Thank you for taking the time to share your experience
      with us. Every member is of value to us, and it is our most sincere regret you
      were left with an impression otherwise.
      After reviewing your account, it shows that you requested
      to cancel your personal training on 03/23/2024. As per policy, a 30-day notice
      is required for cancellation, meaning your final charge was processed on 04/20/2024.
      You continued to have access to your paid sessions through 06/20/2024. Please
      note that once the cancellation took effect, any unused sessions were
      forfeited, and no refunds are applicable for unused sessions.
      At this time Fitness Connection has addressed the issue. We
      respectfully request that this file be closed as resolved.

      Respectfully,
      Vivian V
      Dispute Resolution Liaison

    • Initial Complaint

      Date:05/21/2025

      Type:Product Issues
      Status:
      Answered
      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 charged for a gym membership that I was told was could only be cancelled in person. I moved over an hour away 3 years ago and am now being told I could have cancelled over the phone!!

      Business Response

      Date: 05/22/2025

      RE:  Better Business Bureau File # ********
      Complaint by: ****** ******

      Fitness Connection does apologize for any inconvenience this may have caused. If there was any miscommunication from the facility let us be the first to apologize on their behalf. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. The agreement is emailed at the time of enrollment where it states the cancelation policy. A cancelation may be requested by calling our customer service number at **************, visiting your gym, or sending a letter to ***************************** ******************* which we recommend via certified mail.

      According to our records, ********* spoke with a customer service representative on 05/21/25 and per the 30 daysnotice required the membership is set to be cancelled by 06/30/25 with the final payment being 06/01/25. Fitness Connection does not bill on usage but on the account being active. Due to this we are not able to issue a refund.

      At this time Fitness Connection respectfully request that this file be closed as resolved.


      Respectfully,
      ***** M

    • Initial Complaint

      Date:04/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      To all who reads this message. I offer advice to all who seeks a gym ir fitness center. Do not go to this gym. Their practices are horrible and all things you've heard about their customer service and billing is true. In addition to how the show themselves in a community. April 1st, they announced members would be able to get in with a scanning of the badge access outside of the "operational hours". However there is no such thing in an area where it's predominantly a black and brown community. (Wonder why?) But in **********, *****, *******, ******** area it is. (Wonder why?) I guess its the same reason why when you go to the basketball court in ********* and ************* you had to scan a badge just to get in the gym even though you already scanned it in the front. It mysteriously was removed after members started to mention these practices when it was noticed their other gyms didn't have these "standards". Fitness connection continue to do shady, underhanded bias and racist practices and don't treat ALL their guns regardless of locations the same. However, all of their members have the same dollar value but don't get the same values in their gym experiences. Please don't go to this gym, go to Lifetime, Crunch, are EOS. They are way better

      Customer Answer

      Date: 04/07/2025

      Name is ******* Roberson 

      Business Response

      Date: 04/17/2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******* ********

      Fitness Connection does apologize for any inconvenience this may have caused. We would first like to thank you for taking time out of your day to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. Hours were extended to 24 hours a day, Monday through Thursday, to the following clubs: **********, Champion Forest, ******, *************, **********, ******, ******, ****, **************, ********, ******, *********, ********, *********, **********, **********, *******, and ********. Members must check in before entering the gym at all locations. This also applies to the basketball court area and classes since only the ** plus members have access to these amenities. We do appreciate your feedback and have sent this to upper management as well. 

       At this time Fitness Connection respectfully request that this file be closed as resolved.

      Respectfully,
      ***** M

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Very unprofessional experience with fitness connection or *******************!!! I purchased a membership on March 9th. I was going to go to this gym the week I purchased but didnt. Wasnt able to go until today March 18th. That was 9 days in between which gave them plenty of time to do what they shouldve done!!! One of the biggest thing for me signing up to this gym and paying the extra money for $25/month package was the kids club!! I get there on March 18th and the guy at the front desk tells me that they have now closed the kids club PERMANENTLY!!!! When was this information going to be taken off the website ? When was this information going to be communicated to the members in an email ?! As a matter of fact, the enroll they sent me on March 9th that I signed up from still has the kids club picture on it!!! Thats false advertisement and theyre continuing to charge $25/month with kids club being included in the price!!!! I demanded a refund of my sign up fees, months free, and my annual fee waived!!!! The guy at the front desk showed no remorse for the clear inconvenience of my situation!! My daughter is 8 and can sit there and bother nobody! Didnt even bother to let me slide for the day!!! If I dont get an extreme make up deal, I will be taken further action for false advertisement!!! My member Id is ************

      Business Response

      Date: 03/24/2025



                                                               March 24, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: Wykevin ********

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      Fitness Connection offers ********* at select locations.However, the *********** location does not provide this service. Since you are enrolled in the ******* plan, you have access to all locations within your state. The nearest location offering ********* is:
      Fitness Connection ************
      ****************************************************************************
      For safety reasons, children are not permitted on the gym floor. This policy must be strictly followed in all situations to ensure a safe environment for all members. Please note that since the three-day cancellation window has passed, all charges are valid and non-refundable. If you wish to cancel your membership, you may do so through any of the following methods:
      Call customer support at **************
      Visit your local Fitness Connection location
      Mail a cancellation request to ************************************** (sending as certified mail is preferred)
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

    • Initial Complaint

      Date:03/07/2025

      Type:Product Issues
      Status:
      Answered
      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 04/05/24 I agreed to a $10 a month membership at Fitness connection ***** location. I have the emails from the gym confirming a *$10* a month membership (downgraded membership no access to classes or amenities) and a once a year yearly fee. I checked my bank account and noticed the gym has been pulling out $25.97 from my account for my monthly membership. Which was not agreed to in the contract I signed. I talked to the manager at the gym and I also called their corporate number which put me on hold for over twenty minutes, three times. I was told that because this wasnt brought to their attention earlier theyre not going to give me a refund on the money they incorrectly over-billed me every month.

      Business Response

      Date: 03/14/2025

      March 14, 2025

      RE: Better Business Bureau File # ********
      Complaint by: ******** ******

      Fitness Connection does apologize for any inconvenience this may have caused. After further review, our records show Ms. ****** spoke with a customer service representative about downgrading her membership to $10/month and an email confirmation was sent on 04/05/24. Due to this, a refund has been processed for $166.59 for the difference of $13.99 plus tax per month from 05/01/24 - 03/01/25. Ms. ******* membership is set to be cancelled by 04/30/25 with her final payment being 04/01/25 per the 30 days notice required. 

      At this time Fitness Connection respectfully request that this file be closed as resolved


      Respectfully,
      ***** M

    • Initial Complaint

      Date:03/05/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 been trying to ****** my membership since last year 2024. I have called the customer service line multiple times and no one answers and I have tried calling management and no one answered. I have 60 dollars to my account since the time Ive been trying to call to cancel my membership. It is very annoying and I need them to cancel my membership as soon as possible.

      Business Response

      Date: 03/07/2025



                                                               March 7, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: Ally May

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      Our hold time can vary when contacting customer support as we are servicing all members and/or potential members that call in for all states that we offer Fitness Connection in. With that being said, you also have the option to request cancellation by visiting your local Fitness Connection or send a written request via certified mail to Fitness Connection, *************************************. If cancellation is requested via letter, we suggest it be sent by certified mail so that way you are able to receive a tracking number to ensure it is delivered. 
      Our cancellation policy can be viewed at ************************************************************** you may find it in your membership agreement. Please note that your cancellation request will become effective 30 days after it is received via one of these three methods. Any scheduled payments due within that 30-day period will be charged as initially scheduled, and it is your responsibility to fulfill those payment obligations.
       Thank you again for being a valued member. We hope to join you on your fitness journey again in the future.
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

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