Business Profile
Exercise Programs
Fitness ConnectionThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Fitness Connection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.1/5 stars
Average of 51 Customer Reviews
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Review fromGeorgette C
Date: 07/04/2025
1 starGeorgette C
Date: 07/04/2025
?? 1 Star – Horrible Billing Practices and Customer Service
I had a terrible experience with Fitness Connection, and I feel obligated to warn others. When I signed up, I was told my first payment would be just $5, and that I wouldn’t be charged the full monthly rate until a month later. But just two days after joining, I was unexpectedly charged $29.99, followed by another $59.99 fee and $15 late fee, and then another monthly charge — totaling over $125 for a membership I was told would only be five dollars to start.
The worst part? I tried for weeks to resolve it, and the customer service was absolutely awful. I spoke with multiple managers — including *******, who signed me up and failed to explain the fees, and ******, who yelled at me and told me to talk to ******* instead. It was constant back and forth, and no one took responsibility. Every time I brought up the late fee, someone had a reason they couldn’t help — hanging up shirts, counting money, making excuses. I was even told ****** would be there the next day to resolve it. She lied and didn’t show up.
I’ve also called the corporate customer service line, and they refused to help or refund me. It’s clear that Fitness Connection thrives on confusing billing and refuses accountability.
To be clear, the classes are great — that’s the only good thing I can say. But no class is worth dealing with the dishonesty, unprofessionalism, and shady billing practices I encountered.
Save your money. Go somewhere where the staff actually values you as a customer and doesn’t trap you with hidden fees. I’m fed upFitness Connection
Date: 07/10/2025
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. According to our records, you signed up online on 5/27/25 and paid $4.95 to start the membership. A copy of the agreement is emailed once the membership is created where it states your monthly dues will be $29.99/month and the annual fee will be due every June 15th for $59 starting this year. The agreement also states that late fees may be applied to the account if the payment declines. Due to no payment received by the June 10th a $15 late fee was added on the account and the payment of $44,99 was resubmitted on 6/13/25. These monthly payments of $29.99 will continue to bill every 1st of the month until a cancelation is requested. Also, you spoke with a customer service representative on 07/03/25 where these charges were explained. Once again, my apologies for the experience you encounter at the facility. Thank you!Review fromMacKenna L
Date: 06/25/2025
1 starMacKenna L
Date: 06/25/2025
After talking to Catherine from customer service about the differences between the Elite and Plus memberships in which she didn't even know there was a third tier offered only at the Westover location... I have decided to cancel entirely. I was then redirected to Allen directly from the Westover gym in which the only classes now offered in Plus are cycling, Zumba and Silver sneakers (for Seniors). When I signed up for FC Plus last September it included all classes not just the three that are now being offered. When they decided to renovate it to FC Vibe and add an additional charge to a third tier of FC Elite they changed what classes were available with FC Plus. So what's the point of paying FC Plus? I was not notified about these changes as well, other then that it was being renovated but not that the Plus membership was losing benefits. I didn't ask for the gym to be renovated so why am I paying extra for it? I'm disappointed with how much of a scam it felt like and how gyms are so strict about cancellations but they can change your membership without notifying you. The other two FC gyms located in San Antonio do not have FC Vibe so you're basically paying extra for only the Westover location and there's not even a ton of classes to make it worth it. I can take the same class at Blanco West and I don't have to pay an "Elite" membership. But when it's at Westover I do? It just doesn't make any sense to me. When explaining this to Allen he said customer service was wrong in telling me that FC Elite is only offered at Westover. When you go online to get a membership at the Blanco West Location there isn’t an Elite option. So who’s correct? It was still not clarified and therefore I have cancelled entirely.Fitness Connection
Date: 07/10/2025
July 10, 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.We understand your frustration, and were sorry for the inconvenience this has caused. The changes at the ******** location, including the tier restructuring and class availability, were part of an update aimed at enhancing member offerings. It appears you requested a cancellation on 06/25/2025. In accordance with our required 30-day notice, your final bill date was 07/01/2025, and your membership will remain active up until 07/31/******* this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.Respectfully,****** V Dispute Resolution LiaisonReview fromGabriel A
Date: 06/25/2025
1 starGabriel A
Date: 06/25/2025
I was genuinely excited to try out the ******** Fitness Connection after hearing great feedback, so I signed up for a 5-day pass through their website. When I arrived, I was told I couldnt use it because the address on my ID was closer to a different location (**********).Nowhere in the signup form or fine print did it say that the 5-day pass could only be redeemed at the closest location to your address. The only stated requirement was having a local ID, which I did. Instead, I was told Id either have to pay for a one-day pass or sign up for a membership without trying the gym at all which defeats the entire purpose of a trial pass.Even worse, a representative had contacted me via text and email before my visit, but never clarified this key restriction. I reached out to corporate afterward and got a generic, dismissive response. I followed up, hoping for better and got no reply at all.Its disappointing that a company would market a pass to new visitors, then refuse to honor it based on fine print that doesnt exist, and ignore constructive feedback. I was ready to sign up, but after being met with poor communication, a lack of transparency, and zero accountability, Ill be looking elsewhere for a gym.Fitness Connection
Date: 07/10/2025
July 10, 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.Thank you for your feedback, and were truly sorry for the confusion and frustration you experienced. To clarify, local ID does refer to the address listed on your identification, and it determines which Fitness Connection location youre eligible to access with a 5-day trial pass. We understand that this was not clearly communicated during the sign-up process, and we sincerely apologize for the oversight.Your experience highlights an important gap in how this policy is explained, and your feedback has been shared with both local and corporate teams. We appreciate you taking the time to bring this to our attention, and while we regret that we missed the opportunity to welcome you properly, we wish you the best in finding a fitness center that meets your *************** this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.Respectfully,****** V Dispute Resolution LiaisonReview fromZulma L
Date: 06/06/2025
1 starZulma L
Date: 06/06/2025
The location in *********************************** is closing 5-7 minutes early before the gym closing hours on the weekends which is ridiculous as it is not even closing time and were already being kicked out I will be canceling my membershipFitness Connection
Date: 06/09/2025
Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. This has been sent to the right department for further review.Review fromChristi B
Date: 06/06/2025
1 starChristi B
Date: 06/06/2025
Ive been trying to cancel my membership for two years. Every time I call I get the wait times are longer than usual. Call back later. Goodbye message. The chat bot tells you to call to cancel but you can never get through. Unfortunately my schedule does not allow for me to take time out of my day to visit a location.Fitness Connection
Date: 06/09/2025
We apologize for any difficulty you've experienced in reaching our *************** team and chat. Thank you for contacting us regarding your desire to cancel your membership. While we regret to lose you as a valued member, we are unable to process your request through the BBB review. However, we offer three convenient ways to cancel.Options:1) [Recommended] Call our *************** team at ************ to process your cancellation over the phone and receive an email confirmation. *********** is open from 8AM-6PM central time. 2) Call or visit your local gym to cancel in person.3)Send a written request via certified mail to: Fitness Connection, ************************************* Thank you!Review fromTerry W
Date: 06/06/2025
1 starTerry W
Date: 06/06/2025
Dear Fitness Connection Team,I am writing to formally dispute incorrect billing on my account. When I signed up, I was told my monthly membership fee would be $26. However, I have recently discovered that I have been charged $32 per month for the past 4 months, totaling $24 in unauthorized charges.I contacted customer service, but was told I am not eligible for a refund or removal of late fees. This is unacceptable as I was not informed of any rate increase or additional charges.Please respond in writing to confirm:1. Why the rate changed from $26 to $32 2. A refund of the $24 overcharge 3. Removal of any late fees tied to this incorrect billing If I do not receive a resolution within 10 business days, I will escalate this issue by filing formal complaints with the Better Business Bureau, my bank, and my states consumer protection agency.I hope we can resolve this quickly and fairly. ..PS they even told me that I have another late fee balance that's going to come in a couple weeks and they want me to pay $88.44 Name:***** L.********Fitness Connection
Date: 06/09/2025
Hello, we apologize for the inconvenience this may have caused. If there was any miscommunication from the facility let us be the first to apologize on their behalf. Looking at your account it shows that there is an agreement on file which states your monthly dues are $29.49/month not including tax. With tax your monthly dues are $31.92 1) Due to inputting your credit card as the primary form of payment there was a fee of $2.50 added to your monthly dues of $26.99. This is why your agreement shows as $29.49/month. On 3/17/25 you updated your billing information to a bank account but your dues were not lowered to $26.99 plus tax. This is the reason you were billed $31.92 for April and May. Only April dues were successful and May and **** dues declined. I see you spoke with a representative on 5/20/25 and your monthly dues were corrected to $26.99 plus tax for May and a credit of $2.71 was applied towards the balance for the overcharge of $2.50 for April. Currently you have a balance of $85.73 which is for remaining amount of May dues of $26.51 (credit of $2.71 was applied here), **** dues of $29.22, and two late fees of $15 each. 2) We are not able to refund the overcharge fee of $24 since this was applied by your bank due to insufficient funds. You will need to talk to your banking institution regarding this fee.3) Unfortunately we are not able to remove any late fees since the balance is valid. We allow 9 days for members to make a payment. If no payment is received by the 10th day a late fee is added. This will happen with **** dues if no payment is received by today. All charges on the account would be valid. The past due balance can be paid at the gym or on the app. Thank you!Review fromAna G
Date: 06/03/2025
1 starAna G
Date: 06/03/2025
Hi! I am really frustrated about the monthly payment. I called customer service for an explanation of the charges that I been receiving. They have not gave me a resolution. I got a membership for my son and her girlfriend they have never step a foot on the gym and they are not giving me a refund. On the contract it says if you don't use any of the amenities you can get a refund. Please look into itFitness Connection
Date: 06/04/2025
June 4, 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 account associated with the email address for ********* ******, it appears the member enrolled in the ** Basic plan, which includes a 12-month commitment from 04/24/2025 to 04/24/2026. By enrolling, you agreed to remain financially responsible for the full 12-month term. If you choose to cancel prior to fulfilling this term, an early termination fee of $99.00 plus tax is required.The agreement does not state that a refund will be issued, as the membership is treated as a subscription and will continue to be billed until a cancellation is formally requested along with the applicable payment to end the ************* this time, all charges appear to be valid and will not be refunded. We respectfully request that this file be closed as resolved.Respectfully,****** V Dispute Resolution LiaisonReview fromDawn S
Date: 05/16/2025
1 starDawn S
Date: 05/16/2025
Fitness connection has elevate as their personal trainer **** and elevate is lying to customers about their sign up rules. They will tell you that you can do one month,( at approximately 240 a month) instead of a whole year but then support for elevate says that is not how its done and continue to charge you monthly they also tell you that you get an hour a week session but really you only get ********************************************* and I hope to help other people by posting thisFitness Connection
Date: 06/04/2025
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. We have escalated to Elevate Fitness for further review. Thank you!Review fromJeremy P
Date: 05/13/2025
1 starJeremy P
Date: 05/13/2025
This is the worst experience I've ever had with a gym. I read their terms and conditions in detail. I cancelled my membership (in person) in December of 2024. I knew they would bill me again in January, but after that I was not to be billed any further. To my disappointment I was fraudulently charged $18.40 in both February and March. I called to dispute the charge. I also visited the facility 3 times and spoke with the location manager, *******. She assured me my funds would be refunded. Despite having this open for 2 months now, I have yet to get resolution from them, and the lack of communication is irritating. It's not that much money, but they took it from me without my permission. I don't think they want me to walk into their store and steal $36.80, so why do they think it's okay to steal that money from me. Since they can't handle this like professionals, I'm going to my bank to get the charges reversed.I highly recommend you avoid them at all costs. Crunch, Planet Fitness, and other gyms in town are way easier to cancel - I've had memberships with all of them. Do not ever give them a recurring billing method. There's no guarantee they'll ever stop billing you.Fitness Connection
Date: 05/14/2025
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. According to our records, it shows your account was cancelled on 1/31/25 and your last payment billed was for $24.35 on 1/10/25. By any chance do you pay for anybody else? If so, please provide their name and phone number for further review. Thank you!Review fromKemetra G
Date: 03/13/2025
1 starKemetra G
Date: 03/13/2025
This fitness connection gym is a scam. They have billed me repeatedly after I have called and canceled several times with the mandatory 60-day notice to cancel. Their billing system just keeps charging. I don't think they are competent. No offense. It has been run by kids, and nothing I've tried to do with Fitness Connection has worked. The only thing they are good at is telling you you owe when you finally decide to walk through the door. And that alone is why I canceled. They bill me monthly. I rarely have time to go, and when I do, I owe!!! I'm 51 years old, I don't have time to play these games.
Pathetic!Fitness Connection
Date: 03/14/2025
March 7, 2025
RE: Better Business Bureau File # ****** Complaint by: Kemetra ****** 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, I see that you have been terminated since 2023. There have not been any charges deducted for your membership since April 2023. After some further research I was able to locate an account for Trenton Hill which was created in November 2024 that is linked to your billing information. This would be the reason as to why you are still seeing deductions from Fitness Connection. We also do not charge based off of usage therefore any charges that are made are based off of the billing explained in the agreement stating that the membership will continue until the member requests cancellation with a 30-day notice.
I would advise that you speak with Trenton to either switch to his own billing if you no longer wish to continue to pay for his membership or he may cancel by calling customer support at (800)922-7898, visit his local Fitness Connection or send a certified letter to 2517 Midway Road, Carrollton Texas 75006.
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
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