Complaints

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

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  VASA Fitness

  1259 S 800 E Orem, UT 84097-7232

• 

  VASA Fitness

  16921 E Quincy Ave Aurora, CO 80015-6132

• 

  Vasa Fitness

  5325 E Thompson Rd Indianapolis, IN 46237-4094

• 

  Vasa Fitness

  2500 N Pennsylvania Ave Oklahoma City, OK 73107-2427

• 

  VASA Fitness

  8200 S Quebec St Centennial, CO 80112-4411

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:06/25/2025

  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 am being double charged for monthly fees and annual fee that I already paid for . They won’t let me cancel the subscription . I have tried . I do not even attend this gym and I have not attended this gym in over 4 months. Yet I am still trying to be charged every month .

  Business Response

  Date: 06/27/2025

  Hello,
  Our memberships are not based on usage. Your membership is currently past due for $307.95. As a resolve, I have waived the 3, $25 return fees bringing your total down to $232.95. That remaining balance is owed to cancel.

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23516832
  
  
  
  I am rejecting this response because: unfortunately that price is incorrect. And I shouldn’t be charged for something that I am NOT USING . you guys are literally charging people just because. My health journey has been difficult and VASA has been no help at all. You are forcing memberships on people to collect money. This is fraud. Now I have no choice but to move forward with legal action because this absolutely ridiculous and I’m pretty sure it violates my constitutional rights. 
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Business Response

  Date: 06/27/2025

  Hello,
  I understand your frustration regarding this. As a final resolve, I have gone ahead and waived the past due balance on your account and cancelled your membership with no further billing.

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled my membership in person, was told to do it online, so I did that. Was told to do it by email so I did that. Was told to talk to the business rep so I did that. I have attempted to cancel many time and they still charge me monthly. I just want a refund and to get my membership cancelled.

  Business Response

  Date: 06/19/2025

  Hello,
  I apologize for the confusion! It looks like you were signed up on a Business membership. A member of my team spoke with your office manager to figure this out and cancel your membership. 

• Initial Complaint

  Date:06/17/2025

  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.

  I am not liable for this debt with VASA FITNESS, I do not have a contract with ALDOUS AND ASSOCIATES, they did not provide me with the original contract as I requested.

  Business Response

  Date: 06/18/2025

  Hello,
  As I stated to you back in April, your membership was created in 2019 and written off in 2020. We did attempt to contact you regarding the past due balance before the membership was written off. The debt is valid and you are responsible to reach out to Aldous to pay off the balance.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  My automatic billing cycle for Vasa Fitness is on the 17th of the month, during May, the payment did not go through due to an error on my part. Me and my wife are both on a linked membership for a total of $39.96. On the 29th, when I saw the payment error I processed a payment for $89.96, I was told that that amount would cover both May and June by employees at the front and the difference was for the late fees. Then on 06/17 I was charged for the month of June. When I contacted Vasa I was told I was charged $25 on each of the linked accounts, instead of just one, as well as told that I was given incorrect information. They refused to help and only when I became upset did they offer to refund one of the $25 charges. They refused to help further and would not honor the information given to me by the employee at the desk who answered the phone the day I made the payment. Had I know this would happen I could have made other payment arrangements but now Im up a river without a paddle due to this companys unethical and predatory business practices. Besides the fact that since the accounts are linked there is no reason to charge me twice for a linked account, the only reason for that is to take money away from people then hide behind their terms and conditions. I was already refunded $25, I would like to receive either the other $25 at minimum or a one month credit for my membership per the information given to me when I originally was given the information. To be clear, I understand that this entire situation came from and error on my part, I appogize for that error and will ensure it doesnt happen again Furthermore, please give my apologies to ****, she did the best she could given the circumstances, and deserves to be commended, I know Im not the easiest to deal with and can be very rude, please express to her that I understand she has a job to do and did it very well. My complaint is with ****, not her.

  Business Response

  Date: 06/18/2025

  Hello,
  I apologize for the inconvenience. As a resolve, I have posted a one month credit to your account.

  Customer Answer

  Date: 06/18/2025

   
  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.
  

  Thank you for the prompt response and again reach out to **** on my behalf and thank her for her work in this with me as well. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair 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 friend signed me up for Vasa as a surprise gift without my consent. Once he realised he couldn't afford to keep up the payments he removed his card on file, but told me he'd cancelled the service. Vasa contacted me and told me my payment was past due, and I called back to explain to them the situation. They said I needed to file a police report for fraud, and were otherwise totally unhelpful in understanding the situation. Even after explaining they sent this alleged debt to Aldous and Associates, a collections agency who I also explained the situation to and who gave me the same reply, with customer care from both companies being very unfair, unreasonable and rude. I wish for this debt to be waived to never be contacted from either of these companies again unless it's regarding my above stated desired outcome. Holding me to debt I never agreed to is outrageous and it should not be acceptable to treat customers this way. I'd like any effect to my credit score undone and for this matter to settled without any further legal action.

  Business Response

  Date: 06/18/2025

  Hello,
  While I understand your frustration regarding this, we did attempt to contact you regarding the past due balance before it was written off. At this time, the balance is valid and you will need to contact Aldous to pay off this debt.

• Initial Complaint

  Date:06/13/2025

  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.

  VASA Fitness has taken Money from me for a Personal Training contract I cancelled. The Employee that I cancelled with is no longer with the Company and VASA automatically renewed the contract after I requested to cancel. VASA states that unless I have written proof of the cancelation, I am responsible for the contract. The Personal Trainer I was working with put a Pause on the acct and not a cancellation as requested. I told that them that was my proof, and perhaps he just did it incorrectly. They stated him pausing it is not proof of my requesting cancellation, thats his error but I am having to pay for it. They are making me Pay $317 for a month on personal training and my general gym membership in order to cancel. They are stealing customers money for services NEVER rendered. VASA should be ashamed of themselves.

  Business Response

  Date: 06/18/2025

  Hello,
  I apologize for any inconvenience. It looks like you did contact us to place your Personal Training on hold multiple times. We never received a request to cancel your auto-renewal portion. We are unable to refund any previous payments, but we have cancelled the training with no further billing. 

• Initial Complaint

  Date:06/13/2025

  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.

  As of 6/13/2025, I was charged *****. Im not sure why this charge came through as a previously send in a request online to cancel the membership. I simply wasnt no longer using/attending the gym for months since 1/28/2025. When I placed the cancel request as recently as May 2025, I was given the okay and assumed all was good online. Since this charge Ive tried to cancel once again only to be met with a $71 cancellation fee. All I ask is that Im refunded and would like my banking information removed from Vasa Fitness entirely. Ive already frozen the membership on (06/13/2025) to not want to use the membership and looking into seeing if I can removed it entirely after disputing this.

  Business Response

  Date: 06/13/2025

  Hello,
  I apologize for the confusion! It looks like your monthly payment in May declined, and charged again on 6/13/25. A $25 return fee is added anytime a payment declines, which is where that increase is coming from. Your regular monthly June payment charged on 6/13/***** a resolve, I have refunded that $25 return fee back to you. As long as all the payments clear, your membership will cancel and not be charged again. If any payments decline, the cancellation will not process.

• Initial Complaint

  Date:06/13/2025

  Type:Product 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.

  On June 13, 2025, I was charged $64.98 by Vasa Fitness (via ********* Acceptance) labeled as a "Rate Guarantee Fee."This charge occurred *after* I had already canceled my membership. I was a **** member through February 2025 and placed my account on a ******* freeze (March to May).However, on June 13, I noticed an additional $64.98 withdrawal. I was never informed that this fee would be charged during cancellation or freeze. No contract copy, welcome email, or prior notification ever mentioned this Rate Guarantee Fee would apply post-cancellation. If I had been made aware, I would have reconsidered my cancellation timing.This feels deceptive and misleading. Charging a non-disclosed fee after cancellation contradicts the principles of fair consumer practice. This was neither approved nor expected.I am requesting a full refund of the $64.98 charge. No further payment should have been taken.Please issue a prompt refund and update internal procedures to provide transparency to future members.

  Business Response

  Date: 06/13/2025

  Hello,
  I apologize for any misunderstanding regarding this fee! The membership agreement states that any payments set to draft within 30 days of request to cancel are owed. Since the Rate Guarantee Fee was owed during that time, it was owed to cancel.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23463606
  
  I am rejecting this response because:

  Thank you for the quick response, but I have additional questions.

  Now, I understand that I am responsible for the Rate Guarantee Fee. However, I initially requested to cancel my membership in mid-May, but the cancellation has not been processed to this day, which led me to be charged for the May membership fee. Additionally, a $25 fee is currently pending due to  the re-cancelation on June 13. I would appreciate clarification on the following points: why my membership has not yet been canceled, why I was not informed of the cancellation status, and whether the system was set to automatically re-bill when I submitted a new cancellation request today.
  
  Sincerely,
  
  Jookyeung Sung

  Business Response

  Date: 06/18/2025

  Hello,
  I apologize for my misunderstanding. I see that you were charged 2 days in a row, because the system charged you additional 30 day notice when you cancelled online. We would be happy to refund the charge of $14.99, for your monthly charge. However, we will need to refund that via check. Can you please confirm your mailing address for us to process the check? The $25 cancellation fee was owed since you were cancelling within the first 6 months.

  Customer Answer

  Date: 06/18/2025

   
  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.

  Thank you for the checking the problem. This is may mailing address and contact email:
  
  Jookyeung Sung
  **************************************
  **************,IN 47906

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

  May I ask you to tell me how many days will it take?

  
  Sincerely,
  
  Jookyeung Sung

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair 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 have been a member of VASA for a little over a year now. I definitely did not use it a lot, because their plans are weird and expensive and NOT worth it! Trust! Anyway, I finally got around to cancelling sometime in late May or early June. THEN I get fabulous emails saying I owe $99!!!!! AFTER cancellation??!?!? I finally get in touch with this really annoying company, who say, well yes you DO owe $99 and will be sent to collections if you don't pay it, blah, blah, blah. Literally $99 FOR WHAT??????? Don't pmo.
  
  Anyway, I reach out to VASA, and they're like yeah you owe us 1 more payment, which is why it never cancelled. SO SAY SOMETHING? IDK SAY SOMETHING THEN???????????????????
  
  AND WHY DO I OWE $99 AT ONE PLACE AND $12.49 ON THE VASA WEBSITE. AND WHY WON'T YOU LET ME CANCEL.
  
  I knew this would happen when I was initially signing up, because EVERYONE online was warning each other about this. I didn't pay the $99, just the one last fee and their app (which literally sucks so bad) will STILL not let me cancel. I just don't want these fees and I WANT TO CANCEL! And not be penalized for it because WHY DID I GET SENT A NEW CONTRACT??????
  
  Anyway, mid facility anyway. There are sooooo many better gyms that don't really want to scam you! I guess they have to make their money somehow... because they are ****************

  Business Response

  Date: 06/13/2025

  Hello,
  I apologize that this was your experience. We strive to be transparent regarding our fees and terms. The additional fee you are referring to is the Rate Guarantee Fee. That fee is charged 60 days after sign up and every year on that date moving forward. I see that you spoke to one of our representatives yesterday who cancelled your membership.

  Customer Answer

  Date: 06/19/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23462476, and it's whatever. Nothing was transparent - I shouldn't had that gym billing company calling me and saying I need to pay $99. Seems like it's an ongoing issue that the business should figure out. :) 
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair 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 cancelled my VASA membership in May of 2025 and paid the remaining balance off over the phone, which came out to be 160.00 about. I was told that my membership has been cancelled and I would receive an email about it within 3 days. Now I got an email saying that my cancelation request has been submitted and that it would take 30 days. They have now charged me an additional 53.61 "Dues" fee with zero explanation of what it actually is, as well as a 29.48 membership fee when I was told it had been cancelled. VASA refuses to cancel my membership even after I called to pay off the remaining balance and am continuing to be charged for services I am not using. I am hemorrhaging money to this company who I already paid what I owed. I am at a loss of what to do and cannot afford to take legal action against these collection practices. I cannot afford to give VASA another dollar. I NEED HELP GETTING MY MEMBERSHIP CANCELLED SO THEY STOP CHARGING ME MONEY THAT I DONT HAVE. I have called several times and gotten zero help.

  Business Response

  Date: 06/23/2025

  Hello,
  I apologize for the inconvenience this has caused! I do see that your membership has been cancelled. As a resolve, I have refunded 2 of the $25 return fees back to you.