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

  2325 23rd Ave Greeley, CO 80634-6633

• 

  VASA Fitness

  3131 E Thunderbird Rd Phoenix, AZ 85032-5600

• 

  Vasa Fitness

  455 E Cheyenne Mountain Blvd Colorado Springs, CO 80906-4506

• 

  Vasa Fitness

  3825 South St Lafayette, IN 47905-4872

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:06/10/2025

  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.

  1. On or around May 2024, we properly initiated cancellation of our membership through the **** designated app, in compliance with stated procedures. Despite this, **** continued to bill us through September 2024. 2. Upon discovering these improper charges, I made reasonable efforts to resolve the matter by contacting VASA's customer **********************. During a call with one of their representatives, I was abruptly disconnected without resolution, and the membership remained active. 3. As a result of their failure to cancel the membership as requested, I was forced to dispute the charges with my credit card provider. The credit card company, after review, determined the charges to be improper and issued reversals in my favor. 4. After the dispute was resolved, without my authorization, **** attempted to charge my credit card, necessitating a second dispute. Once more, the credit card issuer ruled in my favor, further validating that these charges were unauthorized. 5. In a final attempt to resolve this matter amicably, I contacted ********* Acceptance (VASA's billing department) to request reversal of the incorrect charges and cancellation of the membership. Despite clear evidence of the unauthorized billing, they refused to reverse the charges or cancel the membership, citing internal policy. This demonstrates a blatant disregard for both contractual fairness and consumer rights.I have acted in good faith at every stage, utilizing the cancellation methods provided by VASA fitness, engaging with customer **********************, and pursuing disputes only after the company repeatedly failed to address the issue. Despite my efforts, the companys conduct has been unreasonable, causing financial harm and necessitating further escalation.

  Business Response

  Date: 06/13/2025

  Hello,
  I apologize for the inconvenience. It looks like you resolved this with one of our Team Leads yesterday.

  Customer Answer

  Date: 06/13/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/10/2025

  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.

  I had signed my 15 year old step son up for a month to month gym membership through this company. In May of 2024, he moved out of state. By August, I realized that we had forgotten to cancel the membership so I called the gym to cancel. I was told verbally that it wasnt a problem. a couple months later I realized I was still being charged(only about $12 per month. At this time I called again and was once again told it would be cancelled. I also disputed the charges with my credit card company. Again on 10June 2025, I noticed the charges on my credit card, this time they were charging me annual fees of $50. Again, it was a month to month membership so I dont know where the $50 additional charge came from. Again, I called the gym, they were very rude and ended up hanging up on me when I told him we need to get things sorted. I then called the corporate office who told me that they dont do cancellations at the locations and only through their corporate customer **********************. At this point I asked what I need to do to cancel and they said I couldnt because I have to wait for my disputed charges and pay fees on those as well. I argued that because the gym themselves told me I was canceled I shouldnt be held accountable for their incompitence and giving customers the wrong information. At this point, I (or my step son) have not used the service for 13 months and still cannot even cancel the membership. This is absolutely terrible buisness practice. At this point I would be content just leaving it at the money I have paid over the last year and the membership being terminated but they seem to just want more from me

  Business Response

  Date: 06/13/2025

  Hello,
  I apologize that this has been your experience! I would be happy to look into this for you. Can you please confirm your son's full name and date of birth so I can locate his membership?

• Initial Complaint

  Date:06/05/2025

  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.

  Called on 5 May to cancel subscription. App not working. Was told product would be canceled after fees were paid. Paid fees. Confirmed cancelation.
  Next month, still charged.
  Called and was told membership could NOT be canceled at the location, and was still being charged. If I paid off new fees, they would REALLY cancel it this time.
  Ridiculous, why do I need to pay (AGAIN) to cancel.
  Just want this canceled and done.

  Business Response

  Date: 06/09/2025

  Hello,
  I apologize that this has been your experience! I would be happy to look into this for you. I am having a hard time confirming your membership with the information provided. Can you please provide your date of birth so I can ensure I am looking at the correct account?

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service 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.

  They have a $25 declined card fee, I was aware of this so i put money in my account so i wouldnt have to deal with that. Vasa doesnt take the money from my account on the payment date, now Im stuck with a doubled bill for this month.

  Business Response

  Date: 05/30/2025

  Hello,
  It looks like the $25 return fee was already waived off. You were charged the $22.48 twice because your April bill declined and was not processed until 5/28.

  Customer Answer

  Date: 05/30/2025

   
  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.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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 tried to cancel my subscription, which I thought had already been cancelled months ago. They charged my account this week, and now they want me to pay another fee before allowing me to cancel. I thought this was cancelled months ago, and have not been in the facility for more than a year.

  Business Response

  Date: 05/30/2025

  Hello,
  The membership is currently past due for $69.47. That payment would need to be made before we are able to process the refund on your account. I apologize for any inconvenience! 

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I should be able to cancel my membership and then argue whether i owe the additional fees or not.  They literally will not let me cancel the membership.  I have asked to have the membership cancelled and they will not cancel.  I do not agree that I owe the additional fees, and am willing to discuss that.  But not allowing me to cancel the membership will just require me to accrue additional fees for a membership I do not want and tried to cancel months ago
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 06/04/2025

  Hello,
  As a final resolve, I have waived the past due balance and cancelled your membership.

• Initial Complaint

  Date:05/28/2025

  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.

  My husband and I began our VASA Fitness memberships on March 31st, 2024. After welcoming our second child in November 2023, we were eager to prioritize our health. However, after relocating in March 2025 and facing changes in our schedule and finances, we decided to cancel our memberships.
  
  VASA’s policy states that cancellation fees apply only within the first six months. We had been members for over 12 months, so no fee should have been charged. We were instructed to cancel via the app, but it attempted to apply an early termination fee incorrectly. To avoid this, my husband went to the Tooele VASA location in person. A staff member confirmed the cancellation, and we were no longer able to access our accounts afterward—implying the process was complete.
  
  Despite this, in April 2025, we were charged $29.48 by Paramount Acceptance and $26.49 by VASA. In May, we were charged an additional $83.09 and $80.10, totaling $219.16 for services we did not use post-cancellation.
  
  When we contacted customer service, a supervisor claimed there was no record of our cancellation and stated gym locations don’t have authority to cancel memberships. We were offered only a partial refund of $106, which does not reflect the full amount wrongfully charged.
  
  We are requesting a full refund of all charges incurred since our initial cancellation, confirmation that our memberships are fully canceled, and assurance this issue is corrected within your systems. We followed VASA’s process in good faith and should not be penalized due to internal miscommunication.
  
  We hope for a prompt resolution and written confirmation of the full refund and account closure.
  
  Sincerely,
  ***** and ******* ******

  Business Response

  Date: 05/29/2025

  Hello,
  I apologize for any inconvenience! I am not seeing any previous request to cancel. The membership agreement does state that we need a written request to cancel. You had mentioned that there was a time your payments were paused. I am seeing that you have been charged every month since you signed up. I would be happy to cancel your memberships, but without proof of a prior request to cancel, we are unable to refund.

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: 23387686
  
  
  
  I am rejecting this response because:
  

  As consumers and costumers it is not my fault that it was not notated in your systems by your employees when I made two efforts, one on a phone call to the customer service representatives and another in person to the tooele location, to cancel my memberships. I didn’t do it on the app because the app, even though I was well over the 6 months cancellation fee policy, it would not take away the cancellation fee. Therefore I made an effort to call and when that effort was dismissed, and obviously not notated, I then went into the tooele location to have it cancelled in person which the girl said she was able to do, even though apparently they cannot. It is not my fault that your employees didn’t do their job or due diligence to make sure my memberships got canceled. I can tell you that after the in person visit, my app immediately stopped working and allowing me to log in altogether, it still currently will not let me log in. So why is it that I am paying for services and a membership that I canceled and could not benefit from even if I wanted to. You are robbing me and my two children of grocery money for services and a membership that I should not have been paying for because I did my due diligence to cancel the membership due to the financial burden it was causing. Your system and your employees are clearly not trained and set up properly and again, that is not my fault as a customer. I am requesting a FULL REFUND in order to make this right and I will not accept anything less than. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 05/30/2025

  Hello,
  I see that you spoke to a customer service representative early today. We went ahead and refunded the Rate Guarantee Fee back to you. However, since we do not have a prior request to cancel, we are unable to refund any further payments.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: 23387686
  
  
  
  I am rejecting this response because:
  
  
  It’s funny because I’ve been trying to get my accounts cancelled for months and it wasn’t until just a few days ago I finally received an email about my cancellation request. AT 3:14 IN THE MORNING. NEARLY THREE MONTHS LATER. And again, you continued to charge me even though I had no access to my accounts. This whole fiasco is not my fault. I did my due diligence and I requested and made multiple efforts for my accounts to be cancelled MULTIPLE TIMES. It is NOT My fault YOUR EMPLOYEES did NOT DO THEIR JOBS CORRECTLY. You are STEALING money from me at this point. What part of that are you not understanding? I am once again requesting a full refund of $219. I was not able to log into my accounts and you still charged me. your employees and your systems did not do their jobs correctly. YOU NEED TO FIX THIS. The only acceptable way to fix this is to refund me the money you charged me even though my accounts were unavailable to use. This is wrong. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/04/2025

  Hello,
  While I understand your frustration regarding the cancellation process, it is ultimately our members responsibility to confirm their membership is cancelled. Your membership is cancelled and the Rate Guarantee Fee has been refunded back to you. We are unable to refund any further payments.

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: 23387686
  
  
  
  I am rejecting this response because:
  
  So you’re telling me that even though I’ve been trying to get my account cancelled for months, your employees have not done their job, that it’s still my fault? What did you want me to do, jump over the counter and do it myself? Absolutely not. I will not take you blaming me for your employees lack of actions. If you cannot help me; escalate this to someone who can. This is RIDICULOUS. You still owe me $166 for the months where you were still charging me and I couldn’t access my account. 

  you need to fix this and I WILL NOT take you BLAMING ME and STEALING FROM ME for YOUR EMPLOYEES lack of COMPETENCE. 
  

   

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

  Business Response

  Date: 06/06/2025

  Hello,
  You claimed that you requested to cancel your membership in March 2025. As we already refunded $53.61, the remaining amount that was charged is $88.44. As a final resolve, we can refund the remaining amount that was charged of $88.44. We are unable to refund any further payments charged prior to you date you are saying you requested to cancel. Is *** ****** **** ********** ** ***** the correct address for us to send the refund?

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: 23387686
  
  
  
  I am rejecting this response because:
  
  First of all, I do not appreciate your statement about me “claiming” that my husband called and then promptly went into the tooele location to cancel our memberships. I am TELLING you that’s what happened. Your employees need to be retrained because they DO NOT do their jobs properly. Your employees shouldn’t be telling people they can cancel memberships if in reality they cannot. 
  
  
  After the charge of $51.49 that we received on 3/05,  we promptly called to cancel our memberships and my husband even went in to the tooele vasa location to cancel BOTH of our memberships. They Never got cancelled. Your employee said it was all done and she was able to cancel our memberships. Whatever she did, made it so our apps were not working, I tried to log in, to double check and make sure they were cancelled because I was still getting notifications from the app. But the app would not open and would not let me log in. 
  However, we continued to be charged on these dates for these amounts. I thoroughly went through my bank statements for some more accurate dates and numbers for you. These are all the charges I have received AFTER 3/05 which was the charge that made us decide we needed to cancel our memberships. Which we DID, and again, your employees told us the memberships were cancelled. 
  
  
  The charges are as followed:
  
  
  3/28 $29.48 
  3/29 $26.49 
  4/28 $29.48 
  4/29 $26.49
  5/28 $83.09
  5/29 $80.10 
  Totaling $275.13 
  
  
  5/30 you refunded $53.61 directly to my account+ you sent a check to my home for another 53.61, we have yet to cash that check because we are waiting for you to give us our FULL refund. The total refund we have received is only $107.22. 
  
  
  SO, here’s the problem. you still owe me an additional refund of $167.91 for the months and multiple payments that you still continued to charge me after my husband went into the tooele location to cancel the memberships after the date of 3/05. For the LAST time, I REFUSE to take responsibility for YOUR employees NOT NOTATING my cancellation request AND NOT DOING THEIR JOBS PROPERLY and CLAIMING THAT THEY CAN DO SOMETHING THEY CANNOT ACTUALLY DO. 
  
  
   i do have my bank statements with all the dates and charges you continued to charge me AFTER MY REQUEST TO CANCEL. However it will not allow me to attach the photo. I would be more than happy to direct it to your email if necessary. 
  

  once again, if you “cannot” help me then please escalate this to someone who can. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/13/2025

  Hello,
  I have refunded $133.08 back to the card on *****'s account. The remaining charges of  $88.44 will be sent to you via check.

  Customer Answer

  Date: 06/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23387686, and find that this resolution is satisfactory to me.
  
  
  
  Thank you for making this right. 
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising 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.

  Back in 2021 my wife ******** had purchased a Trial membership promotion for only $10, my wife cancelled the membership which was done by MY CARD not a shared account with my wife and so I pulled my card off their website to prevent them from charging my account. Had to call multiple times and still refused to cancel her membership, so this incident definitely involves me because they tried charging my card that didnt have the members name, and second never asked to speak to the card holder, so as I see it this whole transaction/ False contract voided because they didnt do their own do diligence in making sure that it was even appropriate to charge my card. If you want to continue to do this ring around with Vasa and simply not see this corrupt business didnt do their part when I cancelled the membership also which I went in and they still tried playing games saying my wife never cancelled her account when in fact I know she did because I WAS THE ONE THAT CANCELED IT!!! So again we can sit here and play over a simple $158.61 which how would it even get to be that much if i cancelled, if I have to Ill start pretending to be others and share a bad experience, I have multiple personalities so technically I would not be wrong. Lets make this right, do the right thing and knock these false charges off my wifes credit report and also ask yourself why do they have two separate accounts for my wife with different amounts?? Hmmm ??

  Business Response

  Date: 05/20/2025

  Hello,
  I apologize for any misunderstanding regarding the memberships. It looks like ******** and you both have a membership that was created in 2021. Both of those were created on the STUDIO level. In 2022, we advised we were unable to cancel your membership(s) with a past due balance. We never received payment on the accounts, so after months of unpaid dues, your memberships were sent to collections. The debt is valid, and you will need to reach out to the collections agency to make those payments.

• Initial Complaint

  Date:05/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against VASA Fitness for charging me for services I never received and for continuing to bill me after I had already canceled my membership. Despite my clear communication to cancel, VASA continued to assess charges and has now reportedly transferred this disputed debt to a collection agency (Aldous & Associates), which I believe is unjustified and unfounded.
  
  I dispute that I owe any money to VASA Fitness. I canceled my membership in accordance with their stated procedures, and I did not use their facilities or services after that point. The continued billing, followed by collections activity, is not only unfair—it reflects a broader pattern of what I believe to be predatory and deceptive business practices.
  
  After researching VASA Fitness online, I discovered that many other former members have experienced similar issues: unauthorized charges, difficulty canceling memberships, and aggressive debt collection tactics. This indicates a systemic issue, not an isolated mistake.

  Business Response

  Date: 05/15/2025

  Hello,
  I apologize for the inconvenience! We have pulled your membership from collections with no payments owed and cancelled it out.

  Customer Answer

  Date: 05/15/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:05/13/2025

  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.

  I'm trying to cancel my VASA membership, but I'm being told I have to pay $64.98 to do so. I've been a member for over six months and was hoping to end my membership immediately. However, I'm now being charged a $50 annual fee—plus another $15 monthly fee—which would essentially extend my membership for another full year, even though I no longer want or can afford the service.
  
  I'm in a very difficult financial situation, which is the reason I'm trying to cancel in the first place. I’ve attempted to contact customer service multiple times so I could have a conversation with someone about this, but no one has ever answered my calls. This has made the situation even more frustrating and stressful.
  
  I’m simply asking for a fair resolution so I can exit the membership without being forced to pay fees for a service I no longer use or can afford.

  Business Response

  Date: 05/14/2025

  Hello,
  I have cancelled your membership with no further billing.

• Initial Complaint

  Date:05/07/2025

  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.

  I’ve contact the company many times on this matter. I’ve never sign up with Vasa and they’ve been charging my account for the past few months. When I stop the payment they’ve now sent me to collections. I’ve contact the collection agency and they tell me there’s nothing for me to do but to pay the remaining balance of $386. That’s a scam and they all tell me to go to the police station and file a report and they will then reconsider. There’s got to be a fine line somewhere with legal matters. They’ve been harassing me everyday!

  Business Response

  Date: 05/08/2025

  Hello,
  I apologize for any frustration this has caused! It does look like your membership has a photo of you that was added. Unfortunately, as you were told before you would need to either pay the balance to the collections agency or file a report with your local police department if you are still claiming this was signed up fraudulently.