Complaints

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

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• 

  VASA Fitness

  1259 S 800 E Orem, UT 84097-7232

• 

  VASA Fitness

  16921 E Quincy Ave Aurora, CO 80015-6132

• 

  Vasa Fitness

  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:12/20/2022

  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 had my membership with **** cancelled during Covid because the gym was temporarily closed. It took a minute but I finally got to speak to someone about having my membership cancelled and the rep informed me that my account was 'good to go' I should receive an email. It turns out NO ONE ever closed my account, it sat open for two years because on 12/01/2022 I received an email dated 10/19/2022 from a debt collector concerning the aforementioned account stating they are attempting to collect a debt for account number: ******* totaling $539.70. I went to search for the confirmation email as proof that my email was cancelled but it wasn't there. It wasn't in my inbox, junk folder, or any other folder. I was lied to by this company. And what's even more wild, I saw that they reported this alleged 3 year old debt on my credit as an open/active account dated for MARCH 2022. Vasa Fitness is fraudulent. They told me that my account was closed but never sent out a confirmation email. Due in part to the fact that they NEVER bothered to close my account and it went unnoticed for two whole years. They were racking up a debt and NEVER closed the account. And after looking into this matter, I am not the only person they did this to. I will never do business with this company ever again. **** has some nerve, you used a pandemic as an opportunistic way to bill memberships continuously. This is highly unethical.

  Business Response

  Date: 12/21/2022

  Hello,

  I would be happy to assist you with this so we can come to a resolve. I am having a hard time locating the Membership with the information provided. Could the Membership be under a different name?

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  I accept this response. The account name should be under ******************************* since that's the name the account is under.
  
  Sincerely,
  
  Maze ********

• Initial Complaint

  Date:12/12/2022

  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 joined VASA in January of 2022, and decided to start the basic training program to help get in shape. About a month and a half later, I was involved in an accident, which medically, I was not able to go back to the gym or do any physical resistance activities. With that, I needed to cancel my training sessions and account because I could not afford to pay all that money for something that I cannot utilize due to medical reasons. After a few months of going back and forth with management, we settled on a $100 early term fee, which I paid in May of this year. Since then I have been getting calls from their Paramount financing saying the account was past due and active. Every time I call back, they hang up on me after 15 call attempts. I just a collections letter for Aldous and Associates saying I owe VASA over $708. I called Aldous to get this issue rectified and the lady was rude and told me I needed to call VASA directly to work this issue out and she only told me over and over that they report to my credit. I called Paramount again and finally spoke with a rep who was also not pleasant to speak with, which told me I need to work this out with Aldous, but I advised Aldous told me to call Vasa. I advised that this was already resolved and medically I cannot go to the gym and that I had already paid this. He told me that he cannot help with without any documentation, which I do not have because my home is being restored from a flood and I have nothing I can access for the documentation I have from when I settled the account. The bank account I had is no longer active as well. I want this issue resolved ASAP before they report to my credit for something that was supposed to be resolved months ago! I do not have a VASA account as of May 2022. I paid all the fees from Jan-May even through I only was able to utilize my membership for only 3 visits in January. This is not the way to treat a member who has been injured.

  Business Response

  Date: 12/12/2022

  Hello,

  I have located your Membership, ****** *****   -   **************. I sincerely apologize for the inconvenience. I have pulled your Membership from collections and cancelled out your account. You should not be contacted regarding this account moving forward.

  Customer Answer

  Date: 12/13/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for your fast response to this matter as it is very much appreciated. Have a happy holidays! 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My identity was stolen and someone opened an account in my name. I told this company and they continued harrasing me for payment and then put this fraudelent account on my credit! I have disputed with the credit agencies but **** needs to do the right thing!

  Business Response

  Date: 12/05/2022

  Hello,

  I have located your Membership, ****** Hall   -   1055004269983W. As a resolve, we will pull the account from collections and cancel the Membership with no payments owed.

  Customer Answer

  Date: 12/05/2022

   
  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:12/03/2022

  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.

  Ive paid 240$ for one session that was 40 minutes long when I was conned into signing a contract for 60 minute sessions, the contract is a scam and the service they offer is not good. They told me i could cancel the training if i didnt like it when i was signing the contract when all i was doing was clicking some boxes on an Ipad.

  Business Response

  Date: 12/05/2022

  Hello,

  I have located your Membership, **************************;  -   9178005132292W. It does look like you have 4 remaining payments so those would be owed before we are able to cancel out the contract. I did cancel your auto-renewal, so the training will not continue to charge after your contractual portion. 
  
  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. Many people sell their contracts on ksl.com or craigslist.org.

• Initial Complaint

  Date:12/02/2022

  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 have repeatedly been attempting to contact the call center for several months to cancel the gym membership, have moved to *******. Did leave a call back message in October.. Have had this membership over a year and not using it. Only did I receive a call back, today December 2, when I contacted my credit card company to block any charges from VASA Fitness. The call center employee that contacted me, December 2, 2022, was not accepting my cancellation, wanted money and was rude; this which I replied in kind and not to call me again.

  Business Response

  Date: 12/05/2022

  Hello,

  I have located your Membership, *************************;  -   1044003900133W. As a resolve, I have waived the past due balance and cancelled out your Membership.

• Initial Complaint

  Date:11/28/2022

  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.

  My son *********************** has attempted to cancel his membership repeatedly. They make this process impossible.We waited until he paid his monthly charge, today, and tried to cancel, and they want another monthly payment. It has been well over their six months cancellation penalty.

  Business Response

  Date: 11/29/2022

  Hello,

   I have located the Membership, ****** Short   -   1044003710086W. It does look like the Membership has been cancelled. I am not seeing a previous request to cancel. If you have proof of this prior request, please send this for review.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18471728
  
  I am rejecting this response because: although it has been cancelled, the reason there were no recorded attempts were because you either tried to charge him additional, unnecessary fees or made him go through several unnecessary steps.

  I will consider this resolved because his membership is cancelled but you should attempt to improve your website and the service that your staff provides on site.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/28/2022

  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.

  Im sending this message on behalf of my partner, *************************. He has not done personal training since April but has STILL BEEN CHARGED 200 each month, instead of the 25 that it should be. He spoke with someone and they said there can be no refund, that it can only be converted to more personal training. If in fact there can be no refund, which is in fact robbery, we need PROOF that he will not be charged again for that same amount. Please email this proof to ********************** Thank you.

  Business Response

  Date: 11/28/2022

  Hello,

  I have located the Membership, ***********************;  -   1039003804220W. The Personal Training is in auto-renewal. Our Memberships and Personal Training are not based on usage. The payment is charged, and then the sessions are released. I have gone ahead and cancelled the Personal Training with today as the last charge. The last bill date will be 11/28/22 and will have access to the sessions until 1/11/23. 

  Customer Answer

  Date: 11/28/2022

   
  Better Business Bureau:
  
  Thank you. 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:11/15/2022

  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 purchased a a studio membership to Vasa fitness on august 6th. This membership tier provides access to a pool, sauna, steam room, and other services. While one the premises I also purchased a personal training membership through Vasa fitness. The pool, steam room, hot tub have all been down since the purchase of this membership. I canceled my membership today 11/15/2022 due to vasa failing to provide services stated in the membership plan.1) vasa fitness is refusing to cancel my personal training without a full buyout. Knowing that I cant use the contract because I can no longer be on the premises.2) **** is claiming that the trainers are not part of vasa fitness even though they have stated otherwise and where vasa team member clothing. 3) **** is refusing to removing my billing information from their system. 4) members paying the lower cost membership are able to use premium services that I paid for specifically.5) **** refused to escalate the issue to a senior staff member when requested multiple times.Resolution:Vasa fitness needs to cancel services as requested including the personal training service and provide reimbursement for the missing services. I would be fine with forgetting the reimbursement if we can come to a reasonable solution for the training services that I cant use. My billing information should be removed immediately as requested.

  Business Response

  Date: 11/15/2022

  Hello,

  I have located your Membership, *********************************;  -   1054004806617W. In order to use your Personal Training, you would need to have an active Membership. I apologize for the delay in amenities at your location. However, the Membership agreement does state that the amenities are subject to change at any time. Again, I apologize for the inconvenience. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18405794
  
  I am rejecting this response because: it provides no resolution to the problem.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 11/15/2022

  The membership has been canceled and now Im stuck with a personal training contract that I cant cancel without paying full price. How can I be charged for services I cant use?

  Business Response

  Date: 11/15/2022

  Hello,

  I apologize for the inconvenience. The Membership portion should not have been cancelled with an active Personal Training contract, so I will need to reactivate your Membership portion. I would be happy to place a freeze on your Personal Training portion if you are needing a break from those payments. Please let me know how you would like me to proceed.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18405794
  
  I am rejecting this response because: my intent is to cancel everything for **** failing to provide services paid for. I paid for the tier three subscription to get access to the pool, saunas, hot tub, steam room. Those services are not available even those those subscriptions are specifically for access to those features. I would like to cancel all my services with **** for this reason. The personal training is part of that cancellation.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/16/2022

  Hello,

  The amenities you are referring to are part of the Fitness level Membership. With the Fitness level Membership, you also have access to all locations. Since you are under a Personal Training contract, you are responsible for completing the contractual payments. There is a $350 balance remaining for your Personal Training. You could also pay off this remaining balance to cancel out your Personal Training.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18405794
  
  I am rejecting this response because: I want to cancel my membership due to services being paid for not being available and for finding out that the lower tier membership users are able to use the exclusive services I pay for without paying the same price. Why am I paying for extra features that arent available and the ones that are available arent restricted to those with the correct membership? My main gym is vasa fitness eagle creek that is defined in my profile.

   

  I want to cancel my personal training which is part of the facility. I shouldnt have to pay full price for services that will not be using after cancellation. Im willing to pay a cancellation fee but not for services never received.  The services and features of the gym have been grossly misrepresented and have not been provided as purchased.
  

  I also asked that my financial information be removed from your system but was told no.

  
  I can offer you 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/14/2022

  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.

  In around April 2022 I had a stroke and wanted to cancel my membership and they refused to cancel membership and still to this day they wont cancel my membership very unprofessional and unfair and going against the contract

  Business Response

  Date: 11/14/2022

  Hello,

  I sincerely apologize for any negative experience you have had with VASA Fitness. I have located your Membership, ******************;  -   5420004060592W. I do not see that we have proof of a prior request to cancel your Membership. The Membership agreement does state that we need a written request to cancel and that we cannot cancel over the phone If you have proof of this prior request, please send this for review. Otherwise, you would be responsible for the balance owed to the collections company.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18401636
  
  I am rejecting this response because: the gym

  reps at the gym told me i can not cancel and ******************** said the same exact thing 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/14/2022

  Hello,

  You were likely told you could not cancel due to the past due balance. In order to cancel a Membership, your Membership does need to be up to date. After months of unpaid dues, the Membership was written off.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18401636
  
  I am rejecting this response because:i was told this than i did a stop payment on your services *** went back into the gym and explained to them i stopped payment because i do not want the membership and the Taylorsville location told me i can not cancel my membership i had a stroke in april and can not do the gym anymore 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/05/2022

  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 visited VASA fitness only 1 time. The workout area and equipment was like new. Clean as a whistle. I couldn't ask for more. The staff were attentive and friendly. The locker room was dirty. I joined the club because I needed hot tub access. When I got in the hot tub the water was baby bath warm. I was to that it was always that was. This was my first negative impression. The steam room was littered with bottles and smelled bad. I decided to leave permanently, but not before I took a shower. Two shower stalls were missing shower ..heads and another shower stall had no handle and it too was missing the shower head.On the way out I spoke with a manager and told the person about the hot tub and the showers. When I got to my vehicle I call **** and I told them the same thing I told the manager. I told them I did not want the membership and that I would need select a different club. THIS WAS MY FIRST AND ONLY VISIT TO ANY OF THE **** CLUBS. AFTER A WHILE I NOTICED THAT THE MEMBERSHIP WAS STILL ACTIVE. I ALSO NOTICED THAT MEMBERSHIP DUES WERE BEING DEDUCTED FROM MY BANK ACCOUNT. AT THAT TIME I FROZE THE MEMBERSHIP AND I CONTACTED **** AGAIN. I COMTEMPLATED TAKING PICTURES, BUT DECIDED IT WOULD NOT BE A GOOD IDEA. NAKED PEOPLE AROUND.

  Business Response

  Date: 11/07/2022

  Hello,

  I sincerely apologize for the negative experience you have had! Can you please verify which location this was at so this can be looked into? I have located your Membership, **************************;  -   1040004607189W. As a resolve, I have cancelled that out with no further billing. However, without written proof of your prior request to cancel, we are unable to refund any previous payments. Your Membership has been cancelled and will not be charged moving forward.