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

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

• 

  Vasa Fitness

  3020 N Nevada Ave Colorado Springs, CO 80907-5346

• 

  Vasa Fitness

  2500 N Pennsylvania Ave Oklahoma City, OK 73107-2427

• 

  VASA Fitness

  13995 W National Ave New Berlin, WI 53151-4524

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:03/05/2023

  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.

  Our whole family canceled our Vasa memberships in January of 2023. We had 3 accounts and paid the cancellation fees as well as the February fees because of the 30 day cancellation policy. **** charged our account again in March and I immediately disputed the charge. I just received an email from Paramount Fitness saying that our sons account is past due and that there was no record of the cancellation. Our son is a minor and was connected to my husbands account. We individually canceled EVERY account and got a sad to see you go screen on each of our apps. Now we all the sudden have an overdue account balance? Im not sure how that is even possible since the dues were automatically withdrawn from our checking account each month. First they said we owed $34.99 and now its up to $93.00? These business practices are horrendous. All accounts should be cancelled and a $0.00 balance applied.

  Business Response

  Date: 03/06/2023

  Hello,

  I would be happy to get this issue resolved for you. Can you please confirm the names and birthdays on the 3 accounts that should be cancelled?

• Initial Complaint

  Date:02/16/2023

  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 canceled my VASA membership on 12/28/22. On 12/29/22 the cancelation fee was charged. I had already paid my monthly membership fee on 12/13/22. No membership fee came out in Jan 2023 because I canceled my
  membership on 12/28/22. All of a sudden on 2/13/23 I was charged a membership fee and told the next fee was due 3/13/23. I immediately contacted my bank to dispute the charges and put a stop payment on any attempts at future withdrawals as I never reactivated this membership. I contacted VASA and was told the cancelation “never went through” and the payment that came out on 12/29/22 was actually the Jan membership payment. None of which makes any sense since I have a cancellation confirmation from VASA on 12/28/22 and why in the world would January’s payment suddenly come out on 12/29/22 and then my regular due date of the 13th each month resume in February. It is absurd and makes no sense. I told them I would not re-cancel the falsely reactivated membership through the app myself because then it would charge me another cancelation fee. I was told- despite the absurd theory presented- the cancelation fee would be waived and they would close the account. I asked them to delete my banking information because I was unable to do so myself through the app. I was told this had been done. Then today I received a message from a different person telling me that I can use the gym until 3/13 and then after the membership is canceled no further charges will come out. Which negates what I was told in the last message which is that the account has been closed with no cancellation fees and that my banking info has been deleted. I want the nonsense to stop, the run around to stop, and I want the falsely, erroneously reactivated membership closed without any cancelation fees charged and my banking information removed. I never plan on doing business with this gym again as their system cannot be trusted. My bank already refunded my money after I disputed the charges.

  Business Response

  Date: 02/16/2023

  Hello,

  I have located your Membership, ***** *******   -   **************. I sincerely apologize for the confusion! I have gone ahead and requested a refund for the charge of $24.99 that was drafted on 2/13, Your Membership is now cancelled and will not be charged moving forward. If for some reason you are charged again in the future, please let us know.

  Customer Answer

  Date: 02/16/2023

  
  
  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 as long as my banking account information is deleted from their app so this sort of mistake cannot happen again where a membership is suddenly reactivated and I am charged without my permission. If my banking account information does not get removed that does not resolve this situation. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/16/2023

  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 filed this as a review, but can no longer find the review. 9/2021-my daughter joined the Chandler, AZ vasafit on a month by month contract. Member #**** **********
  12/2021- She moved to Tucson and tried to cancel. They wouldn't let her cancel and have now sent us to a collection agency.
  9/22-She now lives in Montana.

  Business Response

  Date: 02/16/2023

  Hello,

  I have located the Membership, **** *******   -   **************. I am not seeing that we had a previous request to cancel this Membership prior to the one on January 21st when we advised her of the past due balance. We did attempt to contact regarding the past due balance. After months of unpaid dues, the Membership was written off to collections. If you have proof of a prior request to cancel, please send this for review. Otherwise, you would need to contact Aldous to pay off the debt. 

  Business Response

  Date: 02/21/2023

  Hello,

  Again, I apologize for any inconvenience this has caused. The app does give the option to cancel. However, it is likely that since she had a past due balance it was advising her to call or go in person to take care of the balance. It is our Members responsibility to ensure their contact information is up to date. Our billing company did try to reach out to her via the contact information we have on file before the Membership was written off to collections. She is responsible for that debt and needs to reach out to Aldous.

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because she tried canceling in the app and all the other ways I have described **months** before you ever had a past-due notice on her membership dues. Her only option was to freeze her membership. 
  
  
  
  
  
  
  ******** *******

• Initial Complaint

  Date:02/13/2023

  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 was a member of VASA Fitness for over 6 months. When I attempted to cancel my membership to move to a different gym, they attempted to charge me for an additional month of non-use and would NOT allow me to cancel without payment. I cancelled my card, as that stipulation was NOT explained to me when I signed up for gym membership.Now they have sent a balance of over $300 to a collections agency and are threatening my credit if I don't pay. I have implored with them to drop the charge, and they refuse. I offered to settle this amicably by paying the 30 day fee, and they refuse. Now I need help because I am being extorted for money I do not owe them for services they did not render.

  Business Response

  Date: 02/13/2023

  Hello,

  I apologize for any misunderstanding regarding our cancellation terms. The terms on our Memberships are any payments set to draft within 30 days of request to cancel are owed. This is outlined in the Membership agreement. After months of unpaid dues, your Membership was written off to collections. As a resolve, we would be happy to have you pay us the balance of $227.29 (4 months of Membership dues, 4 months of Guest Privileges dues and the Rate Guarantee Fee) and pull your Membership from collections. To make this payment, please call into our Member Services team at ************.

• Initial Complaint

  Date:02/13/2023

  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 had the same issue with the Vasa in ***** on two separate occasions. I have followed their procedure for placing a hold on my fitness account according to their policies on two separate occasions. Not only did they not hold the account but they then canceled my membership twice and are now billing me for membership fees that should never have been incurred as the account was on hold both times. As they can see I have not used the membership during this time and I have been injured since Aug 2022 which is the reason for the hold again. The first hold was due to me starting a new job. Please help me correct this problem. I wanted to maintain my business with them but the unprofessional way they have handled this not only once but twice.

  Business Response

  Date: 02/13/2023

  Hello,

  I apologize for any negative experience you have had with VASA Fitness. I have located your Membership, *****************;  -   6436001977226W. It looks like your Membership has been written off to ****** and Associates. While looking at your Membership, it does not look like we have proof of a prior request to place your Membership on hold. After months of unpaid dues, your Membership was written off. You would be responsible for reaching out to them. Again, I apologize for any inconvenience this has caused!

  Customer Answer

  Date: 02/21/2023

  Regarding my complaint, no the issue has not been resolved. The company allows you to put a hold on your account via their app. That is the process I have followed according to their policies and yet they are now seeking collection and fees for something that I followed their policies on. Of course theirs no proof because I did it in their application which they have blocked and discontinued access to because I am no longer a member. How am I to provide proof of this? Given the circumstances happening not once but twice, I feel like this should be waived and reinstated. What an unprofessional way to treat your customers. If that is not how you want customers to place a hold on their account, they should change their policies. Simply a response saying no proof. Shows exactly how they care about their customer and the ********************** they provide. I have been a customer and paid them for many months. Yet I follow their policies and they bill me hundreds of dollars. Completely unacceptable way to treat people. I'd like actions to be taken. I upheld my end of the contract and id like them to resolve the issue. Pull the account back from collections and adjust the fees as I took efforts to ensure no fees were incurred. 

  
  

  Sincerely, 

  
  

  ***********************. 

  Business Response

  Date: 02/21/2023

  Hello,

  We would be happy to pull the Membership from collections and have you pay the balance that was owed at the time of being written off, $96.45, to us directly. Please reach out to our Member Services team at ************ to pay the balance.

• Initial Complaint

  Date:02/10/2023

  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 signed up for personal training in March of 2022. In the middle of my training, unbeknownst to myself for a few weeks, my trainer quit. The staff kept calling me about personal training and I told them that I already had training so I wouldn't need any more training. They did not disclose that the reason they were calling was because my trainer quit. I went to try to get set up with another trainer some weeks later and I was told by one of the staff members that they wanted to set me up with a specific trainer because I'm a woman and she does "girl's fitness" even though he knew that my previous trainer was male which came off very backhanded and rude by way of his tone and nonchalant attitude. I was not told by any of the trainers or staff that the expectation was for me to find another trainer to redeem the remaining sessions or that there would be an auto renewal. There is nothing in the contract that explicit outlines the requirements of the customer if there are extenuating circumstances such as something occurring with the trainer. I spoke with customer ********************** and they stated that they would refund me for 4 sessions despite me having paid for 16 on the auto renewal and 11 sessions remaining from the previous trainer. I did not accept the refund in case it would have been considered the equivalent of a settlement because I do not want to settle. I tried to go into a different VASA due to a move to see if my complete amount of sessions were available. They told me that I had the equivalent of 16 15-minute WALKS which equates to 3 SESSIONS despite me paying almost $2000 FOR ALL OF THESE UNUSED SESSIONS. I want the total amount of money back or the sessions in full which they now say ARE EXPIRED! Even the sessions from when my trainer quit. This is completely outrageous.

  Business Response

  Date: 02/13/2023

  Hello,

  I have located your Membership, **********************;  -   1040004474894W. I sincerely apologize for any inconvenience that this has caused. The Personal Training agreement is with VASA Fitness, not with a specific trainer. However, I apologize for what was said to you when you were set up with a new trainer. We are able to give back any expired sessions that have expired in the previous year. However, we are unable to refund any previous payments as they were owed. 

• Initial Complaint

  Date:02/08/2023

  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 have been a loyal customer of Vasa for years. I recently had a problem with my bank account and received a new debit card. I did forget to update it with **** and I did miss about four payments of $10.71. I recently started to go to the gym and realized the error and went into the gym to give them my new number and to carry on with my membership. However, I learned they had already canceled my account and sent me to collections. I call the agency and they say I owe $140 and when I ask why, they can't explain any details how what should be $42.84 increased so much. I called **** and they too cannot give me any details as it's some 3rd party problem. All of this after ZERO attempts to contact me. No calls, no emails, and no letters. **** has my information but they didn't even try to contact me. If they had, I would have given them my new number and everything would have been fine. Instead, I have to pay $140 for nothing. This is lazy and deceptive and no way to treat a long time loyal customer.

  Business Response

  Date: 02/13/2023

  Hello,

  I have located your Membership, **********************;  -   74830265129WTT. I apologize for any inconvenience! It looks like we did not receive payment on your Membership for 4 months. You were past due for 4 monthly payments of $10.71 + the Rate Guarantee Fee of $41.83 + the $25 return fee due to the declined payments totaling to $109.67. VASA Fitness is not responsible for any additional charges the collections agency added to your balance. We did try to contact you regarding the past due balance and after months of unpaid dues, you were written off to collections. You would need to pay the balance to ****** at this point.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19368120
  
  I am rejecting this response because: I was not contacted at all and to say I was is a lie. I would love to see records of any attempts to call or email me. I have no emails other than promotional emails. Nothing to note I was late or past due in any way. You have my email and my phone number but no attempts were made. As I said, had I been contacted by a simple phone call or email, I would have immediately given my new card. I did already pay the collection agency as I had no choice. I had no recourse to ask questions or dispute the amount. I even came into the gym the week prior and they said nothing at the counter after I scanned in. I got a text saying there was a security problem and when I asked, they just said, "oh that doesn't mean anything, I get them all the time." 

  Of course I agree I was late. As stated, I got a new debit card due to fraudulent activity on my account. I didn't notice the **** payment missing from my statements and I got no notices (like I did from others) that my card no longer worked. As soon as I realized it hadn't come out of my account, I went in to fix it and pay the prior months. I've been a loyal member for years and there was no attempt to maintain this relationship with a long standing member. To me, this is simply lazy and unproductive business practices. All you have now is some "gotcha" moment and then charge me ridiculous fees for it. It all could have been solved months ago with a simple phone call and email but instead, you let it just go on and on. Now for exchange of some fees, you lose a loyal member who likely would have continued going for years to come. 

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

• Initial Complaint

  Date:01/27/2023

  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.

  September 2019 my wife and I canceled both of our accounts at the ****** ******** location. we received paperwork saying our accounts were canceled no email was sent to us. We recently found out when closed our **** of American account and open up a FAIRWINDS credit union account that ******* had been billing us $21 a month per account. We had two accounts, they sent us emails stating if we didnt pay the previous month and up coming month pulse a cancellation fee totaling of around $300 for both accounts, they were going to send us to collections. **** has records showing we havent used their services for over **** days, I understand we may need to take some responsibility for not realizing who was drafting our accounts, however, They drafted our account under the name of Paramount, which is a subscription we have for television service that being said, **** refuses to credit us the $300 and to close out the account so we dont get reported to collections. its not good enough that they got us for thousands of dollars by not canceling account we canceled and billing us under a name that has nothing to do with vasa fitness. Furthermore, I found their behavior to be misleading and predatory. My guess would be we are not the only ones who have had issues canceling accounts, having money drafted after the cancellation of accounts

  Business Response

  Date: 01/30/2023

  Hello,

  I sincerely apologize for any inconvenience this has caused. I have located the two Memberships, **********************;  -   2872002562647W and Van Winkle   -   2872002564802W. I have waived the past due balances and cancelled out the accounts. Unfortunately, without proof of a prior request to cancel we are unable to refund any previous payments. However, the Memberships are cancelled and will not be charged moving forward.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18941949
  
  I am rejecting this response because: I may not have proof of cancellation that I did over three years ago. (I did cancel it was given paperwork saying it was canceled. However, I never received an email because your representative did not cancel my account due to negative repercussions they may receive from leadership at vasa).I do have proof and so do you that I or my havent been in your establishment for over ******************************************************* and I would like that money back this is a very predatory business practice, similar to that of Ballys! I will make sure to post negative feed back about Vasa every chance I get until I am reimbursed for the money you have taken for me
  Sincerely,
  
  **********

• Initial Complaint

  Date:01/25/2023

  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 been fighting with **** for way to long I had a membership I canceled once on the app and twice in person befor it finally stopped being charged to my account and now I have a hit on my credit report due to them saying Im behind

  Business Response

  Date: 01/25/2023

  Hello,

  I sincerely apologize for the inconvenience. I have located your Membership, ************************;  -   6418001390819W. We have gone ahead and pulled the Membership from collections and closed out the account.

  Customer Answer

  Date: 01/25/2023

   
  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, pending the removal of the remark on my credit report and appreciate the fast response! Will update are the end of the reporting cycle.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/23/2023

  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.

  **** signed up my minor daughter, 17 years old, in October 2022 for a gym membership, unbeknownst to me, her parent/legal guardian. She was vouched for by her 20 year old brother. Being a minor she did not understand the ramifications of the contract that she was obligated to pay for out of her checking account. This membership caused insufficient fund fees in her student checking account. She also incurred late fees by ****. When I informed them that she was a minor and provided her birth certificate via email earlier this month, they told me via email today, 1/23/23, that she would owe $124.99 to get out of her membership. After calling they waived two late fees of $50 for a total of $74.99 owed which we paid today. Also she was recently charged $49.99 for an annual membership on 1/6/23 for a membership that I did not give my consent for. **** should have the explicit, confirmed approval of a minor's legal guardian before signing up a minor as a minor cannot give consent to a contract. I would like a further refund of $49.99 for her annual membership, and I want to make sure that her membership is indeed cancelled. I do have an email stating it is cancelled, but after reading about ****, and experiencing this with my daughter, I do not trust how they do business.

  Business Response

  Date: 01/24/2023

  Hello,

  I sincerely apologize for any inconvenience this has caused. I would be happy to get this resolved for you. Can you please verify your daughter's full name and date of birth so I can locate her account?

  Customer Answer

  Date: 01/24/2023

  My daughter's account number is

   

  10405076102W

  Customer Answer

  Date: 01/31/2023

  Re her VASA account:

  
  

  Her account number is ************.

  
  

  Her name is ******************************

  
  

  My name is *** ***********************.

  
  

  Our address is ******************************************** dir="auto" style="font-size: 12.8px;">******, ** 80011

  
  

  Thank you,

  
  

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

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

  Business Response

  Date: 01/31/2023

  Hello,

  Thank you for sending that information! I have located the Membership, **************************;  -   1040005076102W. I have gone ahead and refunded $74.97 back to the billing on file. The Membership has been cancelled and will not be charged moving forward.

  Customer Answer

  Date: 02/02/2023

   
  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,
  
  ***********************