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 has 58 locations, listed below.

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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

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

• 

  VASA Fitness

  8021 N 35th Ave Phoenix, AZ 85051-5867

• 

  VASA Fitness

  1200 N Alma School Rd Chandler, AZ 85224-2923

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  signed up for a month to month plan back in October of 2022 with the intention of cancelling within two months as it was all I wanted to go there for to do physical therapy exercises in there for an injured knee.When I requested cancellation they were unable to do that because a "$50 lock in fee was going to come out of my account within 15 days + the regular monthly payment" they said I had to submit a cancelation 30 days prior. I was not happy about that as they never mentioned it and was on a month to month basis. I contacted my bank and requested a stop payment from anything from ****. My bank did not allow them to get any charges from my account and they continued to trying to charge me. I stoped going to this gym the moment I requested this stop payment, unaware that **** continued to add up bills until January of this year plus attorney fees it seems. Im appalled by their business tactics did not realize what kind of company I was dealing with, I need to some kind of help to get this sorted out. Received letter from ******************* **************** reference # ******* they are requesting the amount of $251.88

  Business Response

  Date: 04/20/2023

  Hello,

  I have located your membership, **********************;  -   9178004971449W. I sincerely apologize for any inconvenience this has caused. Any payments set to draft within 30 days of your request to cancel are owed as well as a $25 cancellation fee if cancelling within the first 6 months. These terms are outlined in the membership agreement. Since the payment was stopped and we did not received payment from you for multiple months, the membership was written off to collections. At this point, you would be responsible for reaching out to ****** and Associates to pay off the debt.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19958427
  
  I am rejecting this response because:
  

   

  How could I be held responsible for a service I never received nor requested, never received a letter until it was written off to collections, this is unacceptable.

   

  Sincerely,
  

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

• Initial Complaint

  Date:04/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a collections bill for VASA for $265.32. I have made all my payments to VASA through my cc.
  I called VASA, I was told that two accounts were created in November 3 under my name. I only have one account and I pay this account every month. Ac# *************. The 2nd account is #************* and this account has my husband listed on it. When I created my account, I placed him as my emergency contact. I did not create a second account and when I called VASA and asked what the phone number for the second account was, I was told the wrong number. My phone number is ###-###-#### and on the second account it was ###-###-####. Perhaps, the employee created two accounts and used the name ******* ****. They claimed they called me to let me know about the bill but they have been calling the wrong number. After speaking to Jesus from billing at VASA, he stated that I should just pay off the bill. He could not give me further information because he stated that VASA no longer has the account on file. I asked to speak to someone else and he said there was no one else to speak to. I requested a copy of the VASA contract to see who signed for the second account but he stated that he did not have this information. I will report this as identity theft and I have emailed [email protected] as this email is listed as a contact before making a complaint to BBB but the I received an email back stating that the message was blocked. I have read complaints listed in the BBB website for VASA and the majority of complaints received are related to billing. Several complaints are similar to mine where the individual is charged for a second account and some were told to to add a guess so that they could have guest privileges. If that is the case, then why create a seperate account for the guest? The billing department was not helpful at all and just kept repeating, just pay the bill.

  Business Response

  Date: 04/18/2023

  Hello,

  I sincerely apologize for the inconvenience! Since you are listed as the responsible party on the account for ******* ****, the membership being sent to collections was sent in your name. Unfortunately, we are unable to refund any payments as we did not have a previous request to cancel the membership. As a resolve, I would be happy to post a 4 month credit to your active membership. Please let me know if you would like me to do so.

• Initial Complaint

  Date:04/11/2023

  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 first canceled my membership in 2019. 2 years later I saw I was still getting charged monthly fees. Not only that, **** started charging me $10.71 twice a month for over two years. I then cancelled my membership again on Nov. 10 and received word back from Brielle it was canceled (see correspondence below). Then today I get a letter from ****** and Associates claiming I owe $9,440.33! This company owes me money from their fraudulent charges! Brielle (VASA FITNESS)Nov 10, 2021, 2:07 PM MST Hello *************************,I have processed the cancellation of your membership. There will be no further billing as a resolve, and you will have access to the facility until 11/19.In regards to the billing on your membership, can you please send us a copy of your bank statements showing the charges from VASA Fitness deducted from your banking institution? We would be happy to review these and cross reference with our records for a resolution.Please let us know if you have any questions!******* Member Services RepresentativeTo make matters worse, I spent a decent amount of time making copies of my bank statements for a refund and nobody responded. However, they should be able to see that they were double charging me. When I called my local Vasa, the lady there could see I was getting charged $10.71 around the 19th and 30th every month. This company wants to make it as difficult as possible to cancel, is not forthright in honestly returning peoples money, and sending people to collections when they have legitimately canceled. Due to their disorganization, personal training sessions werent kept track of and I lost over $300 there too when trainers canceled on me, but still charged my account. Reading the latest complaint on BBB I was charged $91.94. That sucked, I checked my bank statements, and I was charged $91.94 TWO TIMES. **** acknowledged this duplicate charge. Additionally, **** continued to charge during Covid while they were closed.

  Business Response

  Date: 04/13/2023

  Hello,

  I sincerely apologize for the inconvenience this has caused. Looking at accounts in your name, it looks like all of them are cancelled and none of them are written off. I would be happy to look into this more for you so we can get it figured out. What this usually means is you were listed as the responsible party on an account that was sent to collections or were paying for anther membership. Could you please send a copy of the document you received from the collections agency so I can attempt to locate the membership?

• Initial Complaint

  Date:04/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for **** on 02/22/2022. I was 16 years old at the time and was employed at the time. I had paused my account once because I knew that I wouldn't be able to have the funds to pay off for one of the months then resumed once I did have the funds. I was unemployed in (August 2022) and could no longer pay for my membership. During this time, my card was stolen numerous times and I had to get new cards that were not put into the **** account. I had not been notified that **** had attempted to charge my closed cards or else I would have explained my situation at the time. Months later. I started receiving letters that I owed money to ****. Because of this, I had attempted to delete my account (I was aware of the deletion fee), but was told that I wouldn't be able to delete *** account as I had to pay off what I had owed. I was confused because they've had my account opened for months (even when my card didn't go through) which caused an accumulation of unpaid months and fees, but I wasn't allowed to delete my account to stop this? I had noted this so, I had attempted to pause my account like I had done before without a problem and it still said that I had to pay off my dues before I could pause my account. In the beginning of April 2023, my dues were sent to collections. I have called **** and have tried to log into my **** account, but they won't let me. I am not able to see when I last paid and how many months are owed. I have already tried to explain my situation but, have been told that I had signed a contract even though the contract doesn't mention anything of not allowing me to pause or close my account, when I owe money. I would also like an explanation as to why I kept being charged after my debit cards didn't go through, I was not notified and my account was not paused given the circumstance.

  Business Response

  Date: 04/11/2023

  Hello,

  Please send ** proof of your date of birth showing that you were a minor when you signed up. You can send this to ********************************* Once we receive this, we can pull your membership from collections and cancel out your account.

• Initial Complaint

  Date:04/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership with **** and on their app they stated it would cost $12.49 to cancel the membership in which it did charge and gave me a confirmation. Then the next day they charged me $49.99. They claim that the app says it charges the annual fee but no where did it disclose this information. This company is a scam and should be put out of business!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 04/10/2023

  Hello,

  I apologize for any inconvenience this has caused. I have located your membership, *************************;  -   8467004399034W. Per the signed membership agreement, any payments set to draft within 30 days of request to cancel are owed. Since the Rate Guarantee Fee was set to draft within 30 days of when you requested cancellation, this payment was owed. 

• Initial Complaint

  Date:03/30/2023

  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 want to look for a gym with cardio cinema. Went on Vasa Fitness website and the gym nearest to me stated online that the gym had cardio cinema plus other features. I signed up online for their ***** membership. When I arrived at the gym for the first time I discovered that the gym did not have cardio cinema and many of the features that were advertised on their website. Furthermore, the gym was fully under major construction, and there was exposed wires, construction equipment, and construction dust all over existing machines. After about two weeks, I called **** and explained that everything they advertised online was incorrect and I wanted them to cancel my membership.. several weeks went by after they canceled and I received a charge to my credit card for the month. This charge was not authorized and fraudulent. I tried to contact again but this time its only automated voice mail and email is returned to sender.

  Business Response

  Date: 03/31/2023

  Hello,

  I apologize for any inconvenience this has caused! I have located your Membership, *******************;  -   8912005448678W. It does look like the membership is already set to cancel. I have gone ahead and waived the past due balance so your membership should cancel out.

• Initial Complaint

  Date:03/27/2023

  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.

  First complaint, I cancelled my VASA fitness membership in 2021, and without my knowledge, I was sent to collections. I never knew about that, never knew there was a cancellation fee, I would have gladly payed instead of being sent to collections. I only found out I was in collections after I ran my credit for my new apartment application. I was charged nearly $200 to pay off my collection debt and was forced to have my credit dropped.
  
  2 months ago, January 24th, 2023, I renewed my membership with them as it’s the closest gym. This month, my card had a fraudulent transaction, I forget to update the payment method until today, (my billing charge), and I updated it. I was charged for my price guarantee fee, return fee, and monthly fee for a grand total of $91.94. That sucked, but what sucked even worse is that I checked my bank statements, and I was charged $91.94 TWO TIMES. I am to the point that I want to be reimbursed and issued a formal apology. This is ridiculous, updating my info shouldn’t result in a double charge.
  
  Today, I

  Business Response

  Date: 03/28/2023

  Hello,

  I sincerely apologize for any inconvenience this has caused! As for the written off membership, it does look like we attempted to contact you regarding the past due balance before the membership was written off to collections. As for your current membership, ****** ********   -   **************, I do see that duplicate charge. I am not sure why it was processed twice! I have gone ahead and refunded one of those charges back to you.

• Initial Complaint

  Date:03/22/2023

  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 "signed" a contract according to Vasa Fitness, that I was completely unaware of, for personal training. Because I was forced to sign a contract, I have been in this never ending battle with this company. I wanted to cancel personal training because I started having health problems. Every time I called and explained my situation, they told me over and over, I "signed a contract" and cannot cancel and HAVE TO PAY. I refuse to pay for a service I cannot even use, and now they are emailing me saying I have to pay this huge sum of money. It's been months now since I have stepped foot in their gym. Why am I being expected to pay for a service I do not use and was not able to use. I wanted to do personal training to better my health. However, due to life circumstances I was hoping to cancel as I could not afford it financially and health-wise. This is possibly the worst support I have ever had to work with. Completely unsympathetic. I will be warning everyone on this horrible company due to their terrible customer ********************** "support". I would love for this to be dropped so I don't owe a single ***** to this company, and to be left alone after.

  Business Response

  Date: 03/23/2023

  Hello,

  I sincerely apologize for any frustration this has caused. Unfortunately, you would still be responsible for the contractual payments that you signed up for. However, I would be happy to assist you with placing the training on hold until you are able to use it. 

  The two ways to cancel while youre in contract are either due to relocation (if you've moved more than 25 miles from the nearest gym) or if you sell/transfer your membership to someone else. We do not have a medical or financial hardship clause for cancellation.
  
  In order to cancel due to relocation we'll need a proof of move, which would be a utility bill or lease/rental agreement in your name. There's also a $100 cancellation fee. Once we receive the proof of move and cancellation fee we can get the account canceled out.
  
  If you're not moving you can sell/transfer the account to someone else with a $100 transfer fee. The new person would pick up the contract where you left off.
  
  Please let me know if you would like me to place the training on hold.

• Initial Complaint

  Date:03/16/2023

  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 have made multiple attempts to close my account with VASA fitness. Their app says I can close it on there and it keeps notifying me that my account doesn’t exist. I went on their website to close my account and same problem. I called the gym itself and they said they are unable to cancel my membership there. Now I was charged today for my membership again after making multiple attempts to close my account beforehand. I resorted to contacting my bank and having them block all future payments with VASA Fitness. They are completely unprofessional and their means of making cancellation impossible is borderline fraud.

  Business Response

  Date: 03/17/2023

  Hello,

  I have located your membership, **** *****   -   **************. I apologize for any inconvenience this has caused! I have gone ahead and cancelled your membership. I am not seeing a previous request to cancel your membership. If you have proof of this prior request, please go ahead and send that for review.

  Customer Answer

  Date: 03/17/2023

  
  
  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. I’ve attached a screenshot of their app showing that their website and app is acting like my membership doesn’t exist, as requested.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:03/13/2023

  Type:Order 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 was in Vasa when I fight broke out, due to this fight a manager asked me to leave, she did not understand the situation at all and said racist things toward me. This caused my membership to be revoked at vasa because I was rude to the manager. **** revoked my membership they waiting until After my payment for the year(rate guarantee fee) and month of March processed to fully cancel my membership.

  Business Response

  Date: 03/14/2023

  Hello,

  I have gone ahead and refunded the Rate Guarantee Fee back to you. This will come in the form of a check in the mail to your address on file.

  Customer Answer

  Date: 03/14/2023

   
  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,
  
  *************************