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

  16921 E Quincy Ave Aurora, CO 80015-6132

• 

  Vasa Fitness

  2325 23rd Ave Greeley, CO 80634-6633

• 

  Vasa Fitness

  7990 E 51st St Tulsa, OK 74145-7842

• 

  VASA Fitness

  8021 N 35th Ave Phoenix, AZ 85051-5867

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:01/20/2023

  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.

  On April ************** payment/ Vasa fitness called to collect gym membership payment (because my old credit card was cancelled due to suspicious activity). I made the payment and stated that that would be the last payment as I would like to cancel the membership. The guy who I processed the payment said that he would process the cancellation, yet I still got charged even until now. I attempted another cancellation in December, but never got confirmation. The last attempt, I emailed the ******************************** to cancel. Please help. I disputed the charges but they got ignored.

  Business Response

  Date: 01/20/2023

  Hello,

  I have located your Membership, ***** Myles   -   1046003483738W. I am not seeing a previous request to cancel your Membership prior to December. Unfortunately without proof of a prior request to cancel, we are unable to refund any previous payments. Your Membership is cancelled with 12/27 as the last bill date and you will have access to the facility until 2/15/23.

• Initial Complaint

  Date:01/16/2023

  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 set up a membership and things were going good. When I set up service I was told there would be no cancelations fees after six months. I had the account more than six months and even on their app it says that when you try and cancel. However, I cancelled towards the end of summer on the app. Then I check my bank account several months later and notice I am still being charged. I reload the application and it still shows my account is active. I called ********** and spoke with Lorie. She tells me my account was placed on a freeze not cancelled. She will not give me credit, will not let me speak to a supervisors, and in order to cancel she wants to charge me $35.00. I told her I want this cancel so go ahead and charge but I need to speak to someone who can give me credits. This company is a fraud and when I went to cancel on the app it froze it instead of cancelling. I have not went to the gym in months. I will never do business with this company again. I was not in a contract, I didn't use their product, I attempted to stop the account and they are fighting me now when based on good faith I should get my money back. I will never ever do business with them even if their faculties are better. Planet Fitness here I come cause I will not conduct business with an unethical company that creates loop holes to scam people for their money. Right after I am done with this complaint I am writing an attorney general complaint as well.

  Business Response

  Date: 01/17/2023

  Hello,

  I have located your Membership, ****** ********   -   **************. I sincerely apologize for any inconvenience that this has caused. While looking at your Membership, it looks like the hold was placed through your mobile app. We do not have proof of any previous request to cancel. I have gone ahead and cancelled your Membership with no further billing. As our Memberships are not based on usage, we are unable to refund any previous payments. If you have proof of a prior written request to cancel, please go ahead and send that for review.

  Customer Answer

  Date: 01/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I feel your application was confusing/misleading and it's clear I did try to stop this account. This is a scam,  and when I get a new membership in the summer I am going to another company because you are a scam.  I will never go with Vasa ever again.  I clearly thought this was cancelled and because you application is designed to avoid cancellation you are exploiting your customers.   I will be posting my complaint on all my social media and your reviews. I will not accept anything less that the credits I feel I am owed but I don't make the decisions on what you give me so just know you lost a customers for life.   Cheers to your departure like gold's gym and the others before you.  There is a reason why plant fitness has been in business for so long and you are just the next new comer to be gone soon. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/10/2023

  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 trying to cancel my Vasa account since October, 2022. I have called, emailed, tried to cancel at the facility, tried to cancel online and in the app, also through their chat, *** to no avail. I had a past due balance of $21.99 plus a late fee of $25.00. Then I was charged another $25.00 for a processing fee. On Nov. 18,2022, they took a payment of $46.90 instead of the whole $71.90. They have been charging me a $25.00 late fee until I now owe $93.98. I just got off the phone with a rep today 01/10/2023. She would not cancel my account until the past due was paid in full. She also stated that I would continue to be charged through a 3rd party vendor until I was put into collections. All I want is for my account to be canceled and not be charged anything.

  Business Response

  Date: 01/11/2023

  Hello,

  I have located your Membership, **********************;  -   1044004592502W. As a resolve I have waived the past due balance and cancelled out your Membership. Please let me know if there is anything else I can do to assist you. 

  Customer Answer

  Date: 01/11/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:01/04/2023

  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.

  In july I cancled my membership with **** after realizing that I didnt go very much. my last payment was in july and there were two seperate fees one for a late fee which was ***** and one for my monthly membership which was *****. i cancled my account after the second charge was applied to my account on the 16th of july 2022. now i am receiving a charge notice from ******************* notifying me that i owe vasa fitness ****** dollars beacause of late fees. i am extremely frustrated about this. I cancled my account through their app. any help getting this issue resolved would be appreciated.

  Business Response

  Date: 01/05/2023

  Hello,

  I sincerely apologize for any inconvenience! I have located your Membership, ****** Cowan   -   5310004114208W. I am not seeing a previous request to cancel your Membership. We did not receive payment, and we attempted to contact you regarding the past due balance. After months of unpaid dues, your Membership was written off to collections. At this point, you will need to reach out to ****** and Associates.

• Initial Complaint

  Date:01/02/2023

  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 called to freeze my VASA membership in June, during that call they informed me that I have around $40 overdue balance due to bank account changing, I provide my new account information to pay off the balance and pay $10 freeze fee. After that I never get any billing from **** and I thought my account was automatically canceled after 3 months' freeze time until middle of December, I suddenly received an email from a collection company (follows with a mail) about $320 that I owe ****. I was shocked since I never get any notification from **** at all. So I called VASA membership department, they insist that they tried to call me several times and left me voicemails. And I doubt that. I ended up paying $237.25 when the customer ********************** draw my account back from the collection company, just because I don't want to owe anyone any money, it doesn't mean that I accepted it's my responsibility.Regarding my case, I think **** did not use a direct and effective way to notify customers. If they can send me an email or text message in June to tell me that they failed to withdraw money from my account, I could get it fixed immediately. The collection company reached out to me at their first attempt, Why can't VASA ? My request is that **** can notify customers by email or text message in the future, and return half of the money I paid, since they shouldn't ask customers to pay for their mistakes. By the way, I stopped going to any VASA gyms since I called them in June, so I think it's fair.

  Business Response

  Date: 01/03/2023

  Hello, 
  I have located your Membership, *************;  -   5310004134183W. It does look like we made many attempts to contact you, including by text message. After months of unpaid dues, the Membership was written off to collections. It is our Members responsibility to ensure their contact information is up to date. The balance paid is valid. I apologize for any inconvenience this has caused.

• Initial Complaint

  Date:01/02/2023

  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.

  At the end of Aug 2022, I signed up for 3 months of personal training sessions with VASA in Bountiful. The trainer explained the pricing as it is billed by session. I signed up for 3 sessions a week at $60 a session for a total of $180. VASA then billed me bi-weekly at $360 twice a month for a total of $720 a month. I only signed up for 3 months. I have had some financial issues so I decided to cancel my sessions in December 2022.
  
  I was advised that (1) I had passed my initial 3 month package period and automatically signed up for monthly renewal with any notification to me. I should have been advised to be given the option to renew or not; (2) over the 3 months, sessions were cancelled due to work, illness, holidays and just life events. I was just advised that those paid sessions that were cancelled and unused are just lost and I do get them applied to my session, EVEN THOUGH I HAVE PAID FOR THEM. That was NOT explained to me when I signed up, I was told I would be billed per session. I was astonished because it equates to over $1,000 that they are in essence stealing from me because I had cancel the sessions and my trainer had to cancel sessions; (3) because I didn't know my package period had expired and they automatically signed me up for renewal, I had to provide 30 day notice, which i didn't know, so they are still going to charge me through 1/18/23 for sessions, which I can't afford, hence why I canceled the training sessions.
  
  I want either my money back that is owed to me for session not used but paid for OR I get sessions based on what I have paid and I DO NOT charged another penny until that balance is ZERO. Please advise what can be done. I am pissed. This is predatory sales tactics that do not clearly define terms. I feel I was lied to by VASA and they knew they were stealing my money for the packages. I just want what I am owed because I have paid for session that I have not received.

  Business Response

  Date: 01/03/2023

  Hello,

  I have located your Membership, ***** ******   -   **************. I sincerely apologize for any miscommunication! You can most definitely use the sessions that you have paid for! We would also be happy to bring back any expired sessions. It looks like you currently have 38 available sessions for you to use. I have also adjusted the cancel date on your Personal Training so you will not be charged moving forward. There is a pending payment that is supposed to draft tomorrow. If you are still charged this, please let us know and we can refund that payment for you. Please let me know if there is anything else I can do to assist you.

  Customer Answer

  Date: 01/03/2023

  
  
  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 would like it in writing from VASA, they they will honor my paid for sessions, and if I were to be charged on 01/04/023, they will refund me the money. If I can get that in writing, I will accept and the complaint will be resolved.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/31/2022

  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.

  The gym recently moved all of the equipment around and its not ADA ********* anymore. Additionally the gym is so dirty its a potential health problem. Literally everything is so dirty and gross.

  Business Response

  Date: 01/03/2023

  Hello,

  I sincerely apologize for any inconvenience. Can you please provide me with which gym location you are referring to? If you could also provide more information on what exactly is dirty so we could get this issue resolved as soon as possible.

  Customer Answer

  Date: 01/03/2023

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

  Customer Answer

  Date: 01/04/2023

  The location on ************************* in ******, ********. 
  

  everything is dirty. The floors are never clean, the turf is never cleaned. The machines are never cleaned. All of the cardio equipment is covered in a layer of dirt and sweat. You couldnt pay me to shower or change in the locker rooms. It smells like mildew, is constantly covered in a layer of something I would rather not know what exactly. The floors are never swept, vacuumed or mopped. My husband tells me that the mens locker room always has a stench of urine and a layer of urine on the floor. He avoids going in there as much as possible. 
  

  you can tell they havent cleaned the floors since moving the equipment around 2 weeks ago because you can still see the dirt piled at where machines used to be. 
  

  with them moving the equipment: nothing is in a straight line. You cant properly spot someone on the bench pressed because if you step back, youre either running into another bench press or running into the person spotting behind you. Theres a bunch of unused floor space too due to the machine placement not being ADA ********** The machine placement doesnt make any sense. It overall just looks dingy and crappy at first glance. You couldnt Tell at first glance that the gym has become a pit, but now with the way everything looks terrible. 

  Business Response

  Date: 01/04/2023

  Hello,

  Thank you for providing that follow up information. I sincerely apologize for the inconvenience and would be happy to pass this feedback along so the issue can be resolved. I would also be happy to provide you and your husband both a one month credit. Can you please provide me with your husband's name and birthday? I am only finding a cancelled Membership for you. Do you have an active Membership currently?

  Customer Answer

  Date: 01/04/2023

   My membership now is under my married name, *************************. His name is ***************************** DOB 7/3/1995.

   

  thank you for the credit but truly it all just needs to be fixed. The machines need to be ADA ********* and this place needs to be cleaned. Its a health hazard to have bodily fluids never been cleaned up in the gym. 

• Initial Complaint

  Date:12/29/2022

  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 am a student and was just diagnosed with an auto immune disease which quickly rendered my gym membership useless. After initially freezing my account, I attempted to cancel through the app (as per the agreement on the **** website). However, I have begun to receive texts from Paramount billing saying that I owe approximately $100 in back payments. After waiting on the phone for over an hour and being hung up on, I received a call from a very rude employee who told me if I am a law student I should know how to read a contract etc. She also informed me that despite verbally telling her (AGAIN, after previously cancelling on the app) that I wanted to cancel my membership, it will not be cancelled until I pay the $100 in back fees. Essentially, it will continue to accumulate at a $10/month rate regardless of my verbalized desire to cancel. She also informed me that unless I could provide proof, Im out of luck. It is absolutely ridiculous to include a cancellation option on the app if it does not work, let alone including that as an acceptable cancellation option online. I simply want OUT of my gym membership that I have not used since December 2021 and a cancellation of the $100 in back fees.

  Business Response

  Date: 12/30/2022

  Hello ******,

  I sincerely apologize for any negative experience you have had! I have located your Membership, **********************;  -   1042004085326W. As a resolve, I have waived the past due balance and cancelled out your Membership with no further billing. Please let us know if there is anything else we can do to assist you. I wish you the best of luck with law school!

• Initial Complaint

  Date:12/27/2022

  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 opened an account with Vasa for 1:1 trainer appointments in 01/2020. The payment for her services was automatically charged to my credit card on a bi-weekly basis. Because the trainer was rarely available to me, I canceled that contract in February or March 2020. I did so via an email message. Immediately after receipt of the email, Vasa stopped charging my credit card for the trainer fee. The company stopped charging me! I assumed the email I sent, canceling this service and the company's discontinuation of charging my credit card, meant the matter was over. Approximately 8 months after the cancelation, I began receiving calls from Aldous & Associates. I have gone to great lengths with this firm to settle this matter. In addition, Vasa never contacted me about breach of contract. Had they done so, I'm sure the matter would have been resolved before going to collections. I have tried with no luck to get a copy of the contract. Whenever I speak to anyone at that firm, it's basically, "pay up" and then the hang up on me. Neither Vasa or Aldous have in good faith tried to resolve this issue. Instead, they placed a collection on my credit bureau. I believe Vasa is trying to take advantage of people during the COVID pandemic because their industry was literally shut down. Aldous was more than happy to capitalize on an opportunity to make money off of people in this manner as well. Horrible business practices on both fronts.

  Business Response

  Date: 12/29/2022

  Hello,

  I sincerely apologize for any inconvenience this has caused! I have located your Membership, **** ******   -   **************. I am not seeing that we had a previous request to cancel your Personal Training. The training was not charged while we were closed for Covid from March 2020 to May 2020. Billing automatically resumed after we reopened our clubs. After months of unpaid dues, the Membership was written off to collections. You would be responsible for the balance owed to Aldous and Associates. I have also attached a copy of your Personal Training contract.

• Initial Complaint

  Date:12/21/2022

  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 am in distraught, my 15 year old signed up for a vasa gym membership on august 18 2022 without my supervision,. I found out in September 20 2022 when he came to me telling me that I had to pay up and to help him cancel the account. I took it upon myself and tried cancelling it, the website and app were being weird and it didnt let me so I just froze it. Yesterday I get an email from ******************** telling me I owed 99 dollars for three months of payments and an extra 25 for inability to withdraw ( my child put his own debit account on the account) and Im very confused. I called and they told me to email, I did email them but they wont get back to me until next week, convienantly on friday, Im willing to take to court but I really dont want to.

  Business Response

  Date: 12/22/2022

  Hello,

  I apologize for any inconvenience this has caused! I have located the Membership, **********************;  -   1054004932529W. As a resolve, I have waived the past due balance and fully cancelled out the Membership. Let me know if there is anything else I can do to assist you!